Contents
Interaction Notifications
| file:important.png Pre-Release Notice: The information contained on this page is not considered final and is managed under the terms and conditions found in the Pre-release Agreement. This page provides the most up-to-date reference information available for this pre-release version and is restricted for use by those who have signed the Pre-release Agreement with Genesys to acquire an early version of the software. |
The following is a list of Cometd notifications that are not tied to a specific interaction operation.
To begin receiving e-mail channel related notifications from the System through the Cometd topics (also known as cometd channels), an agent needs to set his agent status for the email channel to Ready. He then needs to subscribe to to the /me/interactions cometd topic and listen. To prevent the System from sending more e-mail interaction notifications, the user needs to set his e-mail channel state to NotReady.
When a user sets his status for the email channel to Ready, the following notifications may occur:
New Email Interaction Invite
This notification invites an Agent to either Accept or Reject an incoming email Interaction.
[
{
u'data': {
u'userData': {
u'Header_Content-Type': u'multipart/mixed;boundary="===============1840393583=="',
u'RTargetTypeSelected': u'2',
u'RTargetObjectSelected': u'?: 2>1',
u'_ContainsAttachment': u'false',
u'CBR-actual_volume': u'',
u'RVQID': u'',
u'To': u'support@ci-vm106',
u'Header_Date': u'Fri,
28Jun201313: 30: 34-0700',
u'_AttachmentsSize': u'0',
u'_AutoReplyCount': 0,
u'RTargetObjSelDBID': u'',
u'Header_MIME-Version': u'1.0',
u'Mailbox': u'support',
u'CBR-Interaction_cost': u'',
u'CBR-contract_DBIDs': u'',
u'ContactId': u'0000Ha8S2A7X000N',
u'RTargetAgentSelected': u'Agent1',
u'CBR-IT-path_DBIDs': u'',
u'RTargetAgentGroup': u'?: 2>1',
u'RTargetRuleSelected': u'',
u'FromPersonal': u'',
u'RTargetPlaceSelected': u'Agent1',
u'_AttachmentFileNames': u'',
u'RTenant': u'Environment',
u'RRequestedSkills': None,
u'Origination_Source': u'Email',
u'RRequestedSkillCombination': u'',
u'RVQDBID': u'',
u'RStrategyDBID': u'134',
u'CustomerSegment': u'default',
u'PegAG?: 2>1': 1,
u'ServiceType': u'default',
u'FromAddress': u'Customer1@ci-vm106',
u'ServiceObjective': 0,
u'Header_Message-ID': u'<4fdz6n7aiqcqyw3.280620131330@ci-vm106>',
u'RTargetRequested': u'?: 2>1',
u'EmailAddress': u'Customer1@ci-vm106',
u'RStrategyName': u'SimpleEmailInStrategy',
u'Subject': u'test_reply'
},
u'email_object': {
u'interactionId': u'0000Ja8V814907JM'
},
u'currentQueue': u'SimpleEmailInQueue',
u'interactionSubType': u'InboundNew',
u'capabilities': [
u'Accept',
u'Reject'
],
u'state': u'Invited',
u'messageType': u'InteractionStateMessage',
u'id': u'0000Ja8V814907JM',
u'channel': u'email',
u'interactionType': u'Inbound'
},
u'channel': u'/v2/me/interactions'
},
{
u'successful': True,
u'advice': {
u'interval': 0,
u'timeout': 30000,
u'reconnect': u'retry'
},
u'id': u'25',
u'channel': u'/meta/connect'
}
]
Email Revoked
After a predetermined period of Agent inactivity, this notifies the Agent that the System has removed an e-mail Interaction from him or her.
[
{
u'data': {
u'userData': {
u'Header_Content-Type': u'multipart/mixed;boundary="===============1840393583=="',
u'RTargetTypeSelected': u'2',
u'RTargetObjectSelected': u'?: 2>1',
u'_ContainsAttachment': u'false',
u'CBR-actual_volume': u'',
u'RVQID': u'',
u'To': u'support@ci-vm106',
u'Header_Date': u'Fri,
28Jun201313: 30: 34-0700',
u'_AttachmentsSize': u'0',
u'_AutoReplyCount': 0,
u'RTargetObjSelDBID': u'',
u'Header_MIME-Version': u'1.0',
u'Mailbox': u'support',
u'CBR-Interaction_cost': u'',
u'CBR-contract_DBIDs': u'',
u'ContactId': u'0000Ha8S2A7X000N',
u'RTargetAgentSelected': u'Agent1',
u'CBR-IT-path_DBIDs': u'',
u'RTargetAgentGroup': u'?: 2>1',
u'RTargetRuleSelected': u'',
u'FromPersonal': u'',
u'RTargetPlaceSelected': u'Agent1',
u'_AttachmentFileNames': u'',
u'RTenant': u'Environment',
u'RRequestedSkills': None,
u'Origination_Source': u'Email',
u'RRequestedSkillCombination': u'',
u'RVQDBID': u'',
u'RStrategyDBID': u'134',
u'CustomerSegment': u'default',
u'PegAG?: 2>1': 1,
u'ServiceType': u'default',
u'FromAddress': u'Customer1@ci-vm106',
u'ServiceObjective': 0,
u'Header_Message-ID': u'<4fdz6n7aiqcqyw3.280620131330@ci-vm106>',
u'RTargetRequested': u'?: 2>1',
u'EmailAddress': u'Customer1@ci-vm106',
u'RStrategyName': u'SimpleEmailInStrategy',
u'Subject': u'test_reply'
},
u'email_object': {
u'interactionId': u'0000Ja8V814907JM'
},
u'currentQueue': u'SimpleEmailInQueue',
u'interactionSubType': u'InboundNew',
u'capabilities': [],
u'state': u'Revoked',
u'messageType': u'InteractionStateMessage',
u'id': u'0000Ja8V814907JM',
u'channel': u'email',
u'interactionType': u'Inbound'
},
u'channel': u'/v2/me/interactions'
},
{
u'successful': True,
u'advice': {
u'interval': 0,
u'timeout': 30000,
u'reconnect': u'retry'
},
u'id': u'25',
u'channel': u'/meta/connect'
}
]
Email Accepted
[
{
u'data': {
u'userData': {
u'Header_Content-Type': u'multipart/mixed;boundary="===============1840393583=="',
u'RTargetTypeSelected': u'2',
u'RTargetObjectSelected': u'?: 2>1',
u'_ContainsAttachment': u'false',
u'CBR-actual_volume': u'',
u'RVQID': u'',
u'To': u'support@ci-vm106',
u'Header_Date': u'Fri,
28Jun201313: 30: 34-0700',
u'_AttachmentsSize': u'0',
u'_AutoReplyCount': 0,
u'RTargetObjSelDBID': u'',
u'Header_MIME-Version': u'1.0',
u'Mailbox': u'support',
u'CBR-Interaction_cost': u'',
u'CBR-contract_DBIDs': u'',
u'ContactId': u'0000Ha8S2A7X000N',
u'RTargetAgentSelected': u'Agent1',
u'CBR-IT-path_DBIDs': u'',
u'RTargetAgentGroup': u'?: 2>1',
u'RTargetRuleSelected': u'',
u'FromPersonal': u'',
u'RTargetPlaceSelected': u'Agent1',
u'_AttachmentFileNames': u'',
u'RTenant': u'Environment',
u'RRequestedSkills': None,
u'Origination_Source': u'Email',
u'RRequestedSkillCombination': u'',
u'RVQDBID': u'',
u'RStrategyDBID': u'134',
u'CustomerSegment': u'default',
u'PegAG?: 2>1': 1,
u'ServiceType': u'default',
u'FromAddress': u'Customer1@ci-vm106',
u'ServiceObjective': 0,
u'Header_Message-ID': u'<4fdz6n7aiqcqyw3.280620131330@ci-vm106>',
u'RTargetRequested': u'?: 2>1',
u'EmailAddress': u'Customer1@ci-vm106',
u'RStrategyName': u'SimpleEmailInStrategy',
u'Subject': u'test_reply'
},
u'email_object': {
u'text': u'Thisisemailbody.\r\nTesting,
hopefullythiswillwork',
u'interactionId': u'0000Ja8V814907JM',
u'fromAddress': u'Customer1@ci-vm106',
u'toAddress': u'support@ci-vm106',
u'subject': u'test_reply'
},
u'currentQueue': u'SimpleEmailInQueue',
u'interactionSubType': u'InboundNew',
u'inQueues': {
u'__STOP__': u''
},
u'capabilities': [
u'Transfer',
u'PlaceInQueue',
u'StopProcessing',
u'PlaceInWorkbin',
u'UpdateProperties',
u'Reply',
u'ReplyAll'
],
u'outQueues': {
u'SimpleEmailOutQueue': u''
},
u'state': u'Accepted',
u'messageType': u'InteractionStateMessage',
u'id': u'0000Ja8V814907JM',
u'channel': u'email',
u'interactionType': u'Inbound'
},
u'channel': u'/v2/me/interactions'
},
{
u'successful': True,
u'advice': {
u'interval': 0,
u'timeout': 30000,
u'reconnect': u'retry'
},
u'id': u'26',
u'channel': u'/meta/connect'
}
]
Chat Invited
[
{
u'data': {
u'userData': {
u'IdentifyCreateContact': u'3',
u'RTargetTypeSelected': u'2',
u'RTargetObjectSelected': u'?: 2>1',
u'RVQID': u'',
u'ChatServerAppName': u'es_chat',
u'ChatServerHost': u'hpe-voicevm-76.genesyslab.com',
u'RTargetObjSelDBID': u'',
u'ChatServerPort': u'7160',
u'CBR-Interaction_cost': u'',
u'CBR-contract_DBIDs': u'',
u'RTargetAgentSelected': u'Agent1',
u'CBR-IT-path_DBIDs': u'',
u'RTargetRuleSelected': u'',
u'RTargetPlaceSelected': u'Agent1',
u'CBR-actual_volume': u'',
u'RTenant': u'Environment',
u'ChatServerDBID': u'155',
u'RRequestedSkills': None,
u'RRequestedSkillCombination': u'',
u'RVQDBID': u'',
u'RStrategyDBID': u'125',
u'CustomerSegment': u'default',
u'PegAG?: 2>1': 1,
u'ServiceType': u'default',
u'ServiceObjective': 0,
u'RTargetRequested': u'?: 2>1',
u'RTargetAgentGroup': u'?: 2>1',
u'RStrategyName': u'SimpleChatInStrategy',
u'Subject': u'Customersupport'
},
u'currentQueue': u'SimpleChatInQueue',
u'interactionSubType': u'InboundNew',
u'capabilities': [
u'Accept',
u'Reject'
],
u'state': u'Invited',
u'messageType': u'InteractionStateMessage',
u'id': u'0000Ja8V814907KS',
u'channel': u'chat',
u'interactionType': u'Inbound'
},
u'channel': u'/v2/me/interactions'
},
{
u'successful': True,
u'advice': {
u'interval': 0,
u'timeout': 30000,
u'reconnect': u'retry'
},
u'id': u'15',
u'channel': u'/meta/connect'
}
]
Chat Revoked
[
{
u'data': {
u'userData': {
u'IdentifyCreateContact': u'3',
u'RTargetTypeSelected': u'2',
u'RTargetObjectSelected': u'?: 2>1',
u'RVQID': u'',
u'ChatServerAppName': u'es_chat',
u'ChatServerHost': u'hpe-voicevm-76.genesyslab.com',
u'RTargetObjSelDBID': u'',
u'ChatServerPort': u'7160',
u'CBR-Interaction_cost': u'',
u'CBR-contract_DBIDs': u'',
u'RTargetAgentSelected': u'Agent1',
u'CBR-IT-path_DBIDs': u'',
u'RTargetRuleSelected': u'',
u'RTargetPlaceSelected': u'Agent1',
u'CBR-actual_volume': u'',
u'RTenant': u'Environment',
u'ChatServerDBID': u'155',
u'RRequestedSkills': None,
u'RRequestedSkillCombination': u'',
u'RVQDBID': u'',
u'RStrategyDBID': u'125',
u'CustomerSegment': u'default',
u'PegAG?: 2>1': 1,
u'ServiceType': u'default',
u'ServiceObjective': 0,
u'RTargetRequested': u'?: 2>1',
u'RTargetAgentGroup': u'?: 2>1',
u'RStrategyName': u'SimpleChatInStrategy',
u'Subject': u'Customersupport'
},
u'currentQueue': u'SimpleChatInQueue',
u'interactionSubType': u'InboundNew',
u'capabilities': [],
u'state': u'Revoked',
u'messageType': u'InteractionStateMessage',
u'id': u'0000Ja8V814907KS',
u'channel': u'chat',
u'interactionType': u'Inbound'
},
u'channel': u'/v2/me/interactions'
},
{
u'successful': True,
u'advice': {
u'interval': 0,
u'timeout': 30000,
u'reconnect': u'retry'
},
u'id': u'15',
u'channel': u'/meta/connect'
}
]
Chat Accepted
[
{
u'data': {
u'chat_notifications': [
{
u'EventId': 1,
u'NoticeText': None,
u'NoticeType': None,
u'MessageText': None,
u'UserId': u'009B51CDF64818CA',
u'MessageType': u'PARTY_JOINED',
u'UserType': u'Client',
u'Visibility': u'All',
u'NickName': u'CustomerName!L'
},
{
u'EventId': 2,
u'NoticeText': None,
u'NoticeType': None,
u'MessageText': u'testmessage1fromclient',
u'UserId': u'009B51CDF64818CA',
u'MessageType': u'NEW_MESSAGE',
u'UserType': None,
u'Visibility': u'All',
u'NickName': None
},
{
u'EventId': 3,
u'NoticeText': None,
u'NoticeType': None,
u'MessageText': u'testmessage2fromclient',
u'UserId': u'009B51CDF64818CA',
u'MessageType': u'NEW_MESSAGE',
u'UserType': None,
u'Visibility': u'All',
u'NickName': None
},
{
u'EventId': 4,
u'NoticeText': None,
u'NoticeType': None,
u'MessageText': u'testmessage3fromclient',
u'UserId': u'009B51CDF64818CA',
u'MessageType': u'NEW_MESSAGE',
u'UserType': None,
u'Visibility': u'All',
u'NickName': None
},
{
u'EventId': 5,
u'NoticeText': None,
u'NoticeType': None,
u'MessageText': None,
u'UserId': u'009B51CDF65418CC',
u'MessageType': u'PARTY_JOINED',
u'UserType': u'Agent',
u'Visibility': u'All',
u'NickName': u'TestName'
}
],
u'userData': {
u'IdentifyCreateContact': u'3',
u'RTargetTypeSelected': u'2',
u'RTargetObjectSelected': u'?: 2>1',
u'RVQID': u'',
u'ChatServerAppName': u'es_chat',
u'ChatServerHost': u'hpe-voicevm-76.genesyslab.com',
u'RTargetObjSelDBID': u'',
u'ChatServerPort': u'7160',
u'CBR-Interaction_cost': u'',
u'CBR-contract_DBIDs': u'',
u'RTargetAgentSelected': u'Agent1',
u'CBR-IT-path_DBIDs': u'',
u'RTargetRuleSelected': u'',
u'RTargetPlaceSelected': u'Agent1',
u'CBR-actual_volume': u'',
u'RTenant': u'Environment',
u'ChatServerDBID': u'155',
u'RRequestedSkills': None,
u'RRequestedSkillCombination': u'',
u'RVQDBID': u'',
u'RStrategyDBID': u'125',
u'CustomerSegment': u'default',
u'PegAG?: 2>1': 1,
u'ServiceType': u'default',
u'ServiceObjective': 0,
u'RTargetRequested': u'?: 2>1',
u'RTargetAgentGroup': u'?: 2>1',
u'RStrategyName': u'SimpleChatInStrategy',
u'Subject': u'Customersupport'
},
u'currentQueue': u'SimpleChatInQueue',
u'interactionSubType': u'InboundNew',
u'inQueues': {
u'SimpleChatTranscriptQueue': u''
},
u'capabilities': [
u'Transfer',
u'PlaceInQueue',
u'StopProcessing',
u'PlaceInWorkbin',
u'UpdateProperties',
u'Reply'
],
u'state': u'Accepted',
u'messageType': u'InteractionStateMessage',
u'sessionId': u'0000Ja8V814907KS',
u'id': u'0000Ja8V814907KS',
u'channel': u'chat',
u'interactionType': u'Inbound'
},
u'channel': u'/v2/me/interactions'
},
{
u'successful': True,
u'advice': {
u'interval': 0,
u'timeout': 30000,
u'reconnect': u'retry'
},
u'id': u'16',
u'channel': u'/meta/connect'
}
]
Chat Notifications
[
{
u'data': {
u'chat_notifications': [
{
u'EventId': 3,
u'NoticeText': None,
u'NoticeType': None,
u'MessageText': u'testmessage1fromclient',
u'UserId': u'009B51CDF65818CD',
u'MessageType': u'NEW_MESSAGE',
u'UserType': None,
u'Visibility': u'All',
u'NickName': None
}
],
u'userData': {
u'IdentifyCreateContact': u'3',
u'RTargetTypeSelected': u'2',
u'RTargetObjectSelected': u'?: 2>1',
u'RVQID': u'',
u'ChatServerAppName': u'es_chat',
u'ChatServerHost': u'hpe-voicevm-76.genesyslab.com',
u'RTargetObjSelDBID': u'',
u'ChatServerPort': u'7160',
u'CBR-Interaction_cost': u'',
u'CBR-contract_DBIDs': u'',
u'RTargetAgentSelected': u'Agent1',
u'CBR-IT-path_DBIDs': u'',
u'RTargetRuleSelected': u'',
u'RTargetPlaceSelected': u'Agent1',
u'CBR-actual_volume': u'',
u'RTenant': u'Environment',
u'ChatServerDBID': u'155',
u'RRequestedSkills': None,
u'RRequestedSkillCombination': u'',
u'RVQDBID': u'',
u'RStrategyDBID': u'125',
u'CustomerSegment': u'default',
u'PegAG?: 2>1': 1,
u'ServiceType': u'default',
u'ServiceObjective': 0,
u'RTargetRequested': u'?: 2>1',
u'RTargetAgentGroup': u'?: 2>1',
u'RStrategyName': u'SimpleChatInStrategy',
u'Subject': u'Customersupport'
},
u'currentQueue': u'SimpleChatInQueue',
u'interactionSubType': u'InboundNew',
u'inQueues': {
u'SimpleChatTranscriptQueue': u''
},
u'capabilities': [
u'Transfer',
u'PlaceInQueue',
u'StopProcessing',
u'PlaceInWorkbin',
u'UpdateProperties',
u'Reply'
],
u'state': u'Accepted',
u'messageType': u'InteractionStateMessage',
u'sessionId': u'0000Ja8V814907KU',
u'id': u'0000Ja8V814907KU',
u'channel': u'chat',
u'interactionType': u'Inbound'
},
u'channel': u'/v2/me/interactions'
},
{
u'successful': True,
u'advice': {
u'interval': 0,
u'timeout': 30000,
u'reconnect': u'retry'
},
u'id': u'17',
u'channel': u'/meta/connect'
}
]
This page was last edited on September 11, 2013, at 17:20.
Comments or questions about this documentation? Contact us for support!