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Interaction Notifications


The following is a list of CometD notifications that are not tied to a specific interaction operation.

To begin receiving e-mail or chat channel-related notifications from the System through the Cometd topics (also known as CometD channels), an agent needs to set his or her status for the email or chat channel to Ready. The agent then needs to subscribe to to the /me/interactions cometd topic and listen. To prevent the System from sending more e-mail or chat interaction notifications, the agent needs to set his or her e-mail or chat channel state to NotReady.

Email Interactions

When an agent sets his or her status for the email channel to Ready, the following notifications may occur:

Email Invite

This notification invites an Agent to either Accept or Reject an incoming email Interaction.

[
    {
        'data': {
            'interaction': {
                'userData': {
                    'FirstName': 'qwerty',
                    'Header_Content-Type': 'multipart/mixed;boundary="===============0346841814=="',
                    'RTargetTypeSelected': '2',
                    'RTargetObjectSelected': '?: 2>1',
                    '_ContainsAttachment': 'false',
                    'CBR-actual_volume': '',
                    'RVQID': '',
                    'To': 'support@ci-vm106',
                    'Header_Date': 'Mon,
                    28Oct201314: 08: 44-0700',
                    '_AttachmentsSize': '0',
                    '_AutoReplyCount': 0,
                    'RTargetObjSelDBID': '',
                    'Header_MIME-Version': '1.0',
                    'Mailbox': 'support',
                    'CBR-Interaction_cost': '',
                    'CBR-contract_DBIDs': '',
                    'ContactId': '0000Ha8S2A7X000N',
                    'RTargetAgentSelected': '1',
                    'CBR-IT-path_DBIDs': '',
                    'RTargetAgentGroup': '?: 2>1',
                    'RTargetRuleSelected': '',
                    'FromPersonal': '',
                    'RTargetPlaceSelected': 'Agent1',
                    '_AttachmentFileNames': '',
                    'RTenant': 'Environment',
                    'RRequestedSkills': None,
                    'Origination_Source': 'Email',
                    'RRequestedSkillCombination': '',
                    'RVQDBID': '',
                    'RStrategyDBID': '134',
                    'CustomerSegment': 'default',
                    'PegAG?: 2>1': 1,
                    'ServiceType': 'default',
                    'FromAddress': 'Customer1@ci-vm106',
                    'ServiceObjective': 0,
                    'Header_Message-ID': '<6h34v7hbfot8h0h.281020131408@ci-vm106>',
                    'RTargetRequested': '?: 2>1',
                    'EmailAddress': 'Customer1@ci-vm106',
                    'RStrategyName': 'SimpleEmailInStrategy',
                    'Subject': 'Rendering_response_category'
                },
                'currentQueue': 'SimpleEmailInQueue',
                'subType': 'InboundNew',
                'inQueues': {
                    '__STOP__': ''
                },
                'capabilities': [
                    'Accept',
                    'Reject'
                ],
                'content': {
                    'interactionId': '0000Ka8WP8G94H9A'
                },
                'outQueues': {
                    'SimpleEmailOutQueue': ''
                },
                'state': 'Invited',
                'type': 'Inbound',
                'id': '0000Ka8WP8G94H9A',
                'channel': 'email'
            },
            'messageType': 'InteractionStateMessage'
        },
        'channel': '/v2/me/interactions'
    }
]

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.

[
    {
        'data': {
            'userData': {
                'Header_Content-Type': 'multipart/mixed;boundary="===============1840393583=="',
                'RTargetTypeSelected': '2',
                'RTargetObjectSelected': '?: 2>1',
                '_ContainsAttachment': 'false',
                'CBR-actual_volume': '',
                'RVQID': '',
                'To': 'support@ci-vm106',
                'Header_Date': 'Fri, 28Jun201313: 30: 34-0700',
                '_AttachmentsSize': '0',
                '_AutoReplyCount': 0,
                'RTargetObjSelDBID': '',
                'Header_MIME-Version': '1.0',
                'Mailbox': 'support',
                'CBR-Interaction_cost': '',
                'CBR-contract_DBIDs': '',
                'ContactId': '0000Ha8S2A7X000N',
                'RTargetAgentSelected': 'Agent1',
                'CBR-IT-path_DBIDs': '',
                'RTargetAgentGroup': '?: 2>1',
                'RTargetRuleSelected': '',
                'FromPersonal': '',
                'RTargetPlaceSelected': 'Agent1',
                '_AttachmentFileNames': '',
                'RTenant': 'Environment',
                'RRequestedSkills': None,
                'Origination_Source': 'Email',
                'RRequestedSkillCombination': '',
                'RVQDBID': '',
                'RStrategyDBID': '134',
                'CustomerSegment': 'default',
                'PegAG?: 2>1': 1,
                'ServiceType': 'default',
                'FromAddress': 'Customer1@ci-vm106',
                'ServiceObjective': 0,
                'Header_Message-ID': '<4fdz6n7aiqcqyw3.280620131330@ci-vm106>',
                'RTargetRequested': '?: 2>1',
                'EmailAddress': 'Customer1@ci-vm106',
                'RStrategyName': 'SimpleEmailInStrategy',
                'Subject': 'test_reply'
            },
            'email_object': {
                'interactionId': '0000Ja8V814907JM'
            },
            'currentQueue': 'SimpleEmailInQueue',
            'interactionSubType': 'InboundNew',
            'capabilities': [],
            'state': 'Revoked',
            'messageType': 'InteractionStateMessage',
            'id': '0000Ja8V814907JM',
            'channel': 'email',
            'interactionType': 'Inbound'
        },
        'channel': '/v2/me/interactions'
    },
    {
        'successful': True,
        'advice': {
            'interval': 0,
            'timeout': 30000,
            'reconnect': 'retry'
        },
        'id': '25',
        'channel': '/meta/connect'
    }
]

Email Accepted

[
    {
        'data': {
            'interaction': {
                'userData': {
                    'FirstName': 'qwerty',
                    'Header_Content-Type': 'multipart/mixed;boundary="===============0346841814=="',
                    'RTargetTypeSelected': '2',
                    'RTargetObjectSelected': '?: 2>1',
                    '_ContainsAttachment': 'false',
                    'CBR-actual_volume': '',
                    'RVQID': '',
                    'To': 'support@ci-vm106',
                    'Header_Date': 'Mon,
                    28Oct201314: 08: 44-0700',
                    '_AttachmentsSize': '0',
                    '_AutoReplyCount': 0,
                    'RTargetObjSelDBID': '',
                    'Header_MIME-Version': '1.0',
                    'Mailbox': 'support',
                    'CBR-Interaction_cost': '',
                    'CBR-contract_DBIDs': '',
                    'ContactId': '0000Ha8S2A7X000N',
                    'RTargetAgentSelected': '1',
                    'CBR-IT-path_DBIDs': '',
                    'RTargetAgentGroup': '?: 2>1',
                    'RTargetRuleSelected': '',
                    'FromPersonal': '',
                    'RTargetPlaceSelected': 'Agent1',
                    '_AttachmentFileNames': '',
                    'RTenant': 'Environment',
                    'RRequestedSkills': None,
                    'Origination_Source': 'Email',
                    'RRequestedSkillCombination': '',
                    'RVQDBID': '',
                    'RStrategyDBID': '134',
                    'CustomerSegment': 'default',
                    'PegAG?: 2>1': 1,
                    'ServiceType': 'default',
                    'FromAddress': 'Customer1@ci-vm106',
                    'ServiceObjective': 0,
                    'Header_Message-ID': '<6h34v7hbfot8h0h.281020131408@ci-vm106>',
                    'RTargetRequested': '?: 2>1',
                    'EmailAddress': 'Customer1@ci-vm106',
                    'RStrategyName': 'SimpleEmailInStrategy',
                    'Subject': 'Rendering_response_category'
                },
                'currentQueue': 'SimpleEmailInQueue',
                'startDate': 1382994529967L,
                'inQueues': {
                    '__STOP__': ''
                },
                'capabilities': [
                    'StopProcessing',
                    'UpdateUserData',
                    'AttachUserData',
                    'DeleteUserData',
                    'PlaceInWorkbin',
                    'SingleStepTransfer',
                    'Reply',
                    'ReplyAll'
                ],
                'content': {
                    'text': 'Thisisemailbody.\r\nTesting, hopefullythiswillwork',
                    'interactionId': '0000Ka8WP8G94H9A',
                    'fromAddress': 'Customer1@ci-vm106',
                    'toAddress': 'support@ci-vm106',
                    'subject': 'Rendering_response_category'
                },
                'outQueues': {
                    'SimpleEmailOutQueue': ''
                },
                'state': 'Accepted',
                'subType': 'InboundNew',
                'threadId': '0000Ka8WP8G94H99',
                'type': 'Inbound',
                'id': '0000Ka8WP8G94H9A',
                'channel': 'email'
            },
            'messageType': 'InteractionStateMessage'
        },
        'channel': '/v2/me/interactions'
    }
]

Chat Interactions

When an agent sets his or her status for the chat channel to Ready, the following notifications may occur:

Chat Invited

[
    {
        'data': {
            'userData': {
                'IdentifyCreateContact': '3',
                'RTargetTypeSelected': '2',
                'RTargetObjectSelected': '?: 2>1',
                'RVQID': '',
                'ChatServerAppName': 'es_chat',
                'ChatServerHost': 'hpe-voicevm-76.genesyslab.com',
                'RTargetObjSelDBID': '',
                'ChatServerPort': '7160',
                'CBR-Interaction_cost': '',
                'CBR-contract_DBIDs': '',
                'RTargetAgentSelected': 'Agent1',
                'CBR-IT-path_DBIDs': '',
                'RTargetRuleSelected': '',
                'RTargetPlaceSelected': 'Agent1',
                'CBR-actual_volume': '',
                'RTenant': 'Environment',
                'ChatServerDBID': '155',
                'RRequestedSkills': None,
                'RRequestedSkillCombination': '',
                'RVQDBID': '',
                'RStrategyDBID': '125',
                'CustomerSegment': 'default',
                'PegAG?: 2>1': 1,
                'ServiceType': 'default',
                'ServiceObjective': 0,
                'RTargetRequested': '?: 2>1',
                'RTargetAgentGroup': '?: 2>1',
                'RStrategyName': 'SimpleChatInStrategy',
                'Subject': 'Customersupport'
            },
            'currentQueue': 'SimpleChatInQueue',
            'interactionSubType': 'InboundNew',
            'capabilities': [
                'Accept',
                'Reject'
            ],
            'state': 'Invited',
            'messageType': 'InteractionStateMessage',
            'id': '0000Ja8V814907KS',
            'channel': 'chat',
            'interactionType': 'Inbound'
        },
        'channel': '/v2/me/interactions'
    },
    {
        'successful': True,
        'advice': {
            'interval': 0,
            'timeout': 30000,
            'reconnect': 'retry'
        },
        'id': '15',
        'channel': '/meta/connect'
    }
]

Chat Revoked

[
    {
        'data': {
            'userData': {
                'IdentifyCreateContact': '3',
                'RTargetTypeSelected': '2',
                'RTargetObjectSelected': '?: 2>1',
                'RVQID': '',
                'ChatServerAppName': 'es_chat',
                'ChatServerHost': 'hpe-voicevm-76.genesyslab.com',
                'RTargetObjSelDBID': '',
                'ChatServerPort': '7160',
                'CBR-Interaction_cost': '',
                'CBR-contract_DBIDs': '',
                'RTargetAgentSelected': 'Agent1',
                'CBR-IT-path_DBIDs': '',
                'RTargetRuleSelected': '',
                'RTargetPlaceSelected': 'Agent1',
                'CBR-actual_volume': '',
                'RTenant': 'Environment',
                'ChatServerDBID': '155',
                'RRequestedSkills': None,
                'RRequestedSkillCombination': '',
                'RVQDBID': '',
                'RStrategyDBID': '125',
                'CustomerSegment': 'default',
                'PegAG?: 2>1': 1,
                'ServiceType': 'default',
                'ServiceObjective': 0,
                'RTargetRequested': '?: 2>1',
                'RTargetAgentGroup': '?: 2>1',
                'RStrategyName': 'SimpleChatInStrategy',
                'Subject': 'Customersupport'
            },
            'currentQueue': 'SimpleChatInQueue',
            'interactionSubType': 'InboundNew',
            'capabilities': [],
            'state': 'Revoked',
            'messageType': 'InteractionStateMessage',
            'id': '0000Ja8V814907KS',
            'channel': 'chat',
            'interactionType': 'Inbound'
        },
        'channel': '/v2/me/interactions'
    },
    {
        'successful': True,
        'advice': {
            'interval': 0,
            'timeout': 30000,
            'reconnect': 'retry'
        },
        'id': '15',
        'channel': '/meta/connect'
    }
]

Chat Accepted

[
    {
    'data': {
        'interaction': {
            'userData': {
                'IdentifyCreateContact': '3',
                'RTargetTypeSelected': '2',
                'RTargetObjectSelected': '?: 2>1',
                'RVQID': '',
                'ChatServerAppName': 'esv_cht',
                'ChatServerHost': 'hpe-voicevm-55.genesyslab.com',
                'RTargetObjSelDBID': '',
                'ChatServerPort': '7160',
                'CBR-Interaction_cost': '',
                'CBR-contract_DBIDs': '',
                'RTargetAgentSelected': 'Agent1',
                'CBR-IT-path_DBIDs': '',
                'RTargetRuleSelected': '',
                'RTargetPlaceSelected': 'Agent1',
                'CBR-actual_volume': '',
                'RTenant': 'Environment',
                'ChatServerDBID': '145',
                'RRequestedSkills': None,
                'RRequestedSkillCombination': '',
                'RVQDBID': '',
                'RStrategyDBID': '110',
                'CustomerSegment': 'default',
                'PegAG?: 2>1': 1,
                'ServiceType': 'default',
                'ServiceObjective': 0,
                'RTargetRequested': '?: 2>1',
                'RTargetAgentGroup': '?: 2>1',
                'RStrategyName': 'SimpleChatInStrategy',
                'Subject': 'Customersupport'
            },
            'currentQueue': 'SimpleChatInQueue',
            'startDate': 1382984933000L,
            'inQueues': {
                'SimpleChatTranscriptQueue': u''
            },
            'capabilities': [
                'StopProcessing',
                'UpdateUserData',
                'AttachUserData',
                'DeleteUserData',
                'PlaceInWorkbin',
                'SingleStepTransfer',
                'LeaveChat',
                'EndChatSession',
                'SingleStepConference',
                'RequestChatHistory',
                'Send'
            ],
            'content': {
                'latestEventId': 3,
                'sessionId': '00002a94345B0MXX',
                'events': [
                    {
                        'userId': '0091526EACE5E036',
                        'messageType': 'PARTY_JOINED',
                        'userType': 'Client',
                        'visibility': 'All',
                        'nickName': 'test_agent_notificationL',
                        'id': 1
                    },
                    {
                        'userId': '0091526EACF0E038',
                        'messageType': 'PARTY_JOINED',
                        'userType': 'Agent',
                        'visibility': 'All',
                        'nickName': 'TestName',
                        'id': 2
                    },
                    {
                        'messageType': 'NOTICE',
                        'userId': '0091526EACF0E038',
                        'visibility': 'All',
                        'noticeType': 'TypingStarted',
                        'id': 3
                    }
                ]
            },
            'subType': 'InboundNew',
            'state': 'Accepted',
            'threadId': '00002a94345B0MXY',
            'type': 'Inbound',
            'id': '00002a94345B0MXX',
            'channel': 'chat'
        },
        'messageType': 'InteractionStateMessage'
    }
]

Chat Notifications

[
   {
        'data': {
            'interaction': {
                'userData': {
                    'IdentifyCreateContact': '3',
                    'RTargetTypeSelected': '2',
                    'RTargetObjectSelected': '?: 2>1',
                    'RVQID': '',
                    'ChatServerAppName': 'esv_cht',
                    'ChatServerHost': 'hpe-voicevm-55.genesyslab.com',
                    'RTargetObjSelDBID': '',
                    'ChatServerPort': '7160',
                    'CBR-Interaction_cost': '',
                    'CBR-contract_DBIDs': '',
                    'RTargetAgentSelected': 'Agent1',
                    'CBR-IT-path_DBIDs': '',
                    'RTargetRuleSelected': '',
                    'RTargetPlaceSelected': 'Agent1',
                    'CBR-actual_volume': '',
                    'RTenant': 'Environment',
                    'ChatServerDBID': '145',
                    'RRequestedSkills': None,
                    'RRequestedSkillCombination': '',
                    'RVQDBID': '',
                    'RStrategyDBID': '110',
                    'CustomerSegment': 'default',
                    'PegAG?: 2>1': 1,
                    'ServiceType': 'default',
                    'ServiceObjective': 0,
                    'RTargetRequested': '?: 2>1',
                    'RTargetAgentGroup': '?: 2>1',
                    'RStrategyName': 'SimpleChatInStrategy',
                    'Subject': 'Customersupport'
                },
                'currentQueue': 'SimpleChatInQueue',
                'startDate': 1382984933000L,
                'inQueues': {
                    'SimpleChatTranscriptQueue': ''
                },
                'content': {
                    'latestEventId': 5,
                    'sessionId': '00002a94345B0MXX',
                    'events': [
                        {
                            'messageType': 'NOTICE',
                            'userId': '0091526EACF0E038',
                            'visibility': 'All',
                            'noticeType': 'TypingStopped',
                            'id': 4
                        },
                        {
                            'messageType': 'NOTICE',
                            'userId': '0091526EACF0E038',
                            'visibility': 'All',
                            'noticeType': 'TypingStarted',
                            'id': 3
                        },
                        {
                            'userId': '0091526EACE5E036',
                            'messageType': 'PARTY_JOINED',
                            'userType': 'Client',
                            'visibility': 'All',
                            'nickName': 'test_agent_notificationL',
                            'id': 1
                        },
                        {
                            'userId': '0091526EACF0E038',
                            'messageType': 'PARTY_JOINED',
                            'userType': 'Agent',
                            'visibility': 'All',
                            'nickName': 'TestName',
                            'id': 2
                        },
                        {
                            'userId': '0091526EACF0E038',
                            'messageType': 'PARTY_LEFT',
                            'visibility': 'All',
                            'id': 5
                        }
                    ]
                },
                'subType': 'InboundNew',
                'state': 'PropertiesChanged',
                'threadId': '00002a94345B0MXY',
                'type': 'Inbound',
                'id': '00002a94345B0MXX',
                'channel': 'chat'
            },
            'messageType': 'InteractionStateMessage'
        },
        'channel': '/v2/me/interactions'
    }
]

This page was last edited on October 31, 2023, at 13:29.
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