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Transfer

This operation is part of the Email API section of the Web Services API.

Overview

Transfers an outbound email interaction.

The agent can perform this operation while working on an email interaction.

The email is transferred to another agent or to a group of agents associated with a skill.

This operation transfers email ownership from one agent to another agent.

Overview

Request URL /api/v2/me/emails/{id}
HTTP Method POST
Required Features api-multimedia

Parameters

Parameter Value
operationName Transfer
userUri or queueName user or queue to transfer to

Sample

Transfer to Agent

Request

POST api/v2/me/emails/0071023821aec011
{
  "operationName": "Transfer",
  "userUri": "http://[host]/api/v2/users/e62d21e405a04274bd6bbcaf78bd8c38"
}

Transfer to Queue

Request

POST api/v2/me/emails/0071023821aec011
{
  "operationName": "Transfer",
  "queueName": "test-queue"
}


Response

{
  "statusCode": 0
}

COMETD Notification

Message after transfer to agent or queue

{
   "referenceId": 5,
   "notificationType": "StatusChange",
   "messageType": "EmailStateChangeMessage",
   "email": {
       "userData": {
           "Header_Content-Type": "multipart/mixed;boundary="===============1676090965=="",
           "RTargetTypeSelected": "2",
           "RTargetObjectSelected": "E-maildistributionforprocessing",
           "_ContainsAttachment": "false",
           "CBR-actual_volume": "",
           "RVQID": "",
           "To": "htcc@gplus-w2k3-gf80",
           "Header_Date": "Tue,
           11Mar201415: 54: 13+0200",
           "_AttachmentsSize": "0",
           "_AutoReplyCount": 0,
           "RTargetObjSelDBID": "114",
           "Header_MIME-Version": "1.0",
           "Mailbox": "htcc@gplus-w2k3-gf80.emea.int.genesyslab.com",
           "CBR-Interaction_cost": "",
           "CBR-contract_DBIDs": "",
           "ContactId": "0000Wa9CAM6W018X",
           "RTargetAgentSelected": "12345",
           "CBR-IT-path_DBIDs": "",
           "RTargetAgentGroup": "E-maildistributionforprocessing",
           "RTargetRuleSelected": "",
           "FromPersonal": "",
           "RTargetPlaceSelected": "a1",
           "_AttachmentFileNames": "",
           "RTenant": "Environment",
           "RRequestedSkills": None,
           "Origination_Source": "Email",
           "RRequestedSkillCombination": "",
           "RVQDBID": "",
           "RStrategyDBID": "785",
           "CustomerSegment": "default",
           "ServiceType": "default",
           "FromAddress": "qwerty@hpe-voicevm-34-23.genesyslab.com",
           "ServiceObjective": 0,
           "Header_Message-ID": "<f0v4kdpv8cxt14a.110320141554@192.168.67.43>",
           "PegAGE-maildistributionforprocessing": 1,
           "RTargetRequested": "E-maildistributionforprocessing",
           "EmailAddress": "qwerty@hpe-voicevm-34-23.genesyslab.com",
           "RStrategyName": "SimpleEmailInStrategy",
           "Subject": "Test_V2"
       },
       "from": "qwerty@hpe-voicevm-34-23.genesyslab.com",
       "contactId": "0000Wa9CAM6W018X",
       "capabilities": [
           "Reply",
           "ReplyAll",
           "Transfer",
           "AddComment",
           "AttachUserData",
           "UpdateUserData",
           "DeleteUserData",
           "SetDisposition",
           "SetInFocus",
           "Complete"
       ],
       "uri": "http: //localhost: 8080/api/v2/email/00012a9HEEG034QM",
       "to": [
           "htcc@gplus-w2k3-gf80"
       ],
       "state": "Processing",
       "revelantResponseTemplateGroups": [
           
       ],
       "id": "00012a9HEEG034QM",
       "subject": "Test_V2"
   }
}

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This page was last modified on January 22, 2016, at 11:56.