Agent Pulls Interaction
This set of models illustrates the following scenario:
- Agent application asks to pull an interaction:
- From some place other than a workbin.
- From a workbin.
- Some processing activity occurs.
- Timeout: Processing activity stops (or never occurred).
Agent Issues Pull Request
This phase has two versions, depending on whether the interaction is to be pulled from a workbin or from some other location.
From Non-Workbin
In this version of the first phase, shown in the following figure, the interaction is pulled from somewhere other than a workbin (most likely a queue). Notice that Interaction Server starts a timer, which continues running into the following phases.
This phase uses the messages listed in the following table:
| Message | Protocol |
|---|---|
| EventPartyAdded | Reporting |
| EventPulledInteractions | Interaction Management |
| EventTakenFromQueue | Reporting |
From Workbin
In this version of the first phase, shown in the following figure, the interaction is pulled from a workbin.
This version uses the same messages as the previously-described version, plus two more. All are listed in the following table:
| Message | Protocol |
|---|---|
| EventPartyAdded | Reporting |
| EventPulledInteractions | Interaction Management |
| EventTakenFromQueue | Reporting |
| EventTakenFromWorkbin | Reporting |
| EventWorkbinContentChanged | Interaction Management |
Processing Occurs
In this phase, shown in the following figure, Interaction Server resets its timer each time it receives a request from the agent application. The interaction remains with the agent as long as the agent continues to send requests.
This phase uses any request from the Interaction Management Protocol.
No Processing: Timeout
In this phase, shown in the following figure, the timer expires and Interaction Server revokes the interaction.
This phase uses the messages listed in the following table:
| Message | Protocol |
|---|---|
| EventPartyRemoved | Reporting |
| EventRevoked | Interaction Management |