Interaction SDK
(Web Services)

Service: WorkflowService


The workflow service manages workbins and interactions stored in workbins.
Attribute Summary
String workbin:actorId
           Thet ID of the actor responsible for the operation that affected this workbin's contents.
com.genesyslab.ail.ws.workflow.WorkbinActorType workbin:actorType
           The possible actors that performed an action on the current workbin.
com.genesyslab.ail.ws.interaction.AttachedData[] workbin:attachedData
           The data attached to this interaction.
String workbin:displayName
           The workbin display name.
String workbin:id
           The workbin identifier.
String workbin:interactionId
           The worbin-interaction:id that was taken out of or placed into the workbin.
String workbin:name
           The workbin name.
com.genesyslab.ail.ws.workflow.OperationType workbin:operationType
           The possible operations performed on an interaction that modified the current workbin.
String workbin:parameter
           The parameter as String for the changes in the current workbin.
String workbin:placeId
           The place of this instance of the workbin. It is the place that has created this workbin.
String workbin:reason
           The reason as String for the changes in the current workbin.
com.genesyslab.ail.ws.workflow.WorkbinType workbin:type
           The workbin type.
String workbin:viewId
           The view indentifier on which this workbin relies. Views are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinOperationType workbin:workbinOperationType
           The possible operations performed on an interaction that modified the current workbin.
com.genesyslab.ail.ws.interaction.AttachedData[] workbin-interaction:attachedData
           The data attached to this interaction.
String workbin-interaction:caseId
           The ID of the case of this interaction.
String workbin-interaction:contactId
           Contact identifier.
String workbin-interaction:contactServerId
           Identifier of this interaction in the Contact Server.
long workbin-interaction:dateDelivered
           The date the interaction was delivered.
long workbin-interaction:datePlacedInQueue
           The date the interaction was placed in the queue.
long workbin-interaction:dateReceived
           The date the interaction was received.
String workbin-interaction:from
           The address from which this e-mail was sent.
String workbin-interaction:id
           The workbin-interaction identifier.
String workbin-interaction:interactionId
           The interaction id. Use this interaction ID to open the interaction onto an agent or a place.
com.genesyslab.ail.ws.interaction.InteractionType workbin-interaction:interactionType
           The id of the interaction in the workbin.
boolean workbin-interaction:isOnline
           true if the interaction has a corresponding session in the Chat Server.
String workbin-interaction:openInteractionSubType
           The interaction subtype of this interaction.
String workbin-interaction:openInteractionType
           The interaction type of this interaction.
String workbin-interaction:openMediaType
           The media type of this interaction.
String workbin-interaction:parentId
           The parent interaction identifier. The parent interaction is the interaction to which this interaction replies; it is null if this interaction does not reply to another interaction.
int workbin-interaction:priority
           Interaction priority.
String workbin-interaction:queue
           The queue of this interaction.
String workbin-interaction:sender
           The sender of this interaction. If this is an incoming interaction, the sender is the name of the customer. If this is an outgoing interaction, the sender is the name of the agent who has processed the interaction. Note that this field may be empty for incoming e-mails. In that case, the sender is the contact.
com.genesyslab.ail.ws.interaction.InteractionStatus workbin-interaction:status
           Interaction status.
String workbin-interaction:subject
           The subject of this interaction.
String workbin-interaction:to
           The address to which this e-mail was sent.

Method Summary
com.genesyslab.ail.ws.workflow.WorkflowQueue[] getQueues
           Retrieves all the workbin queues. Queues are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[] getWorkbinContentForAgentDTO
           Retrieves all the requested attributes about the interactions of a workbin from anotherPlace. Workbins are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[] getWorkbinContentForAgentGroupDTO
           Retrieves the requested attributes about the interactions of a workbin from an agent group. Workbins are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[] getWorkbinContentForPlaceDTO
           Retrieves the requested attributes about the interactions of a workbin from anotherPlace. Workbins are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[] getWorkbinContentForPlaceGroupDTO
           Retrieves the requested attributes about the interactions of a workbin from a place group. Workbins are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[] getWorkbinContentFromInteractionIdsDTO
           Retrieves the workbin content as the DTOs of the given workbin interactions. Workbins are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[] getWorkbinsContentDTO
           Retrieves all the requested attributes about the interactions of a workbin. Workbins are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[] getWorkbinsContentForAllDTO
           Retrieves all the content of a workbin for all agents. Workbins are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkbinDTO[] getWorkbinsDTO
           Retrieves all the requested attributes about workbins. Workbins are defined in the Configuration Layer.
com.genesyslab.ail.ws.workflow.WorkflowInteractionInfo getWorkflowInteractionInfo
           Retrieves the workflow information of the given interaction from the Interaction Server. If the Interaction Server is not routing the interaction, the returned WorkflowInteractionInfo.status is unknown. This information is available for history items and workbin interactions.
void moveInteractionToWorkbin
           Pull an interaction, and put it in a workbin.
void putInteractionIntoAgentGroupWorkbin
           Places an interaction into the workbin of another group agent and specifies a reason for this action.
void putInteractionIntoAgentWorkbin
           Places an interaction into the workbin of another agent and specifies a reason for this action.
void putInteractionIntoPlaceGroupWorkbin
           Places an interaction into the workbin of another group agent and specifies a reason for this action.
void putInteractionIntoPlaceWorkbin
           Places an interaction into the workbin of another place and specifies a reason for this action.
void putInteractionIntoWorkbin
           Places an interaction into this workbin.
void putInteractionIntoWorkbinEx
           Places an interaction into this workbin and specifies a reason for this action.

Event Summary
WorkbinEvent
           Workbin event.

Attribute Detail

Attributes of domain workbin

Workbin attributes definition


actorId

Type: String
Thet ID of the actor responsible for the operation that affected this workbin's contents.
Properties: event


actorType

Type: com.genesyslab.ail.ws.workflow.WorkbinActorType
The possible actors that performed an action on the current workbin.
Properties: event


attachedData

Type: com.genesyslab.ail.ws.interaction.AttachedData[]
The data attached to this interaction.
Properties: event


displayName

Type: String
The workbin display name.
Properties: read read-default


id

Type: String
The workbin identifier.
Properties: event-default event


interactionId

Type: String
The worbin-interaction:id that was taken out of or placed into the workbin.
Properties: event


name

Type: String
The workbin name.
Properties: read read-default


operationType

Type: com.genesyslab.ail.ws.workflow.OperationType
The possible operations performed on an interaction that modified the current workbin.
Properties: event


parameter

Type: String
The parameter as String for the changes in the current workbin.
Properties: event-default event


placeId

Type: String
The place of this instance of the workbin. It is the place that has created this workbin.
Properties: read read-default


reason

Type: String
The reason as String for the changes in the current workbin.
Properties: event-default event


type

Type: com.genesyslab.ail.ws.workflow.WorkbinType
The workbin type.
Properties: read read-default


viewId

Type: String
The view indentifier on which this workbin relies. Views are defined in the Configuration Layer.
Properties: read read-default


workbinOperationType

Type: com.genesyslab.ail.ws.workflow.WorkbinOperationType
The possible operations performed on an interaction that modified the current workbin.
Properties: event


Attributes of domain workbin-interaction

Workbin interaction attributes definition


attachedData

Type: com.genesyslab.ail.ws.interaction.AttachedData[]
The data attached to this interaction.
Properties: read read-default write


caseId

Type: String
The ID of the case of this interaction.
Properties: read read-default


contactId

Type: String
Contact identifier.
Properties: read read-default


contactServerId

Type: String
Identifier of this interaction in the Contact Server.
Properties: read read-default


dateDelivered

Type: long
The date the interaction was delivered.
Properties: read read-default


datePlacedInQueue

Type: long
The date the interaction was placed in the queue.
Properties: read read-default


dateReceived

Type: long
The date the interaction was received.
Properties: read read-default


from

Type: String
The address from which this e-mail was sent.
Properties: read read-default


id

Type: String
The workbin-interaction identifier.
Properties: read read-default


interactionId

Type: String
The interaction id. Use this interaction ID to open the interaction onto an agent or a place.
Properties: read read-default


interactionType

Type: com.genesyslab.ail.ws.interaction.InteractionType
The id of the interaction in the workbin.
Properties: read read-default


isOnline

Type: boolean
true if the interaction has a corresponding session in the Chat Server.
Properties: read read-default


openInteractionSubType

Type: String
The interaction subtype of this interaction.
Properties: read


openInteractionType

Type: String
The interaction type of this interaction.
Properties: read


openMediaType

Type: String
The media type of this interaction.
Properties: read


parentId

Type: String
The parent interaction identifier. The parent interaction is the interaction to which this interaction replies; it is null if this interaction does not reply to another interaction.
Properties: read read-default


priority

Type: int
Interaction priority.
Properties: read read-default


queue

Type: String
The queue of this interaction.
Properties: read read-default


sender

Type: String
The sender of this interaction. If this is an incoming interaction, the sender is the name of the customer. If this is an outgoing interaction, the sender is the name of the agent who has processed the interaction. Note that this field may be empty for incoming e-mails. In that case, the sender is the contact.
Properties: read read-default


status

Type: com.genesyslab.ail.ws.interaction.InteractionStatus
Interaction status.
Properties: read read-default


subject

Type: String
The subject of this interaction.
Properties: read read-default


to

Type: String
The address to which this e-mail was sent.
Properties: read read-default


Method Detail

getQueues

Retrieves all the workbin queues. Queues are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkflowQueue[]

   The queues containers.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist


getWorkbinContentForAgentDTO

Retrieves all the requested attributes about the interactions of a workbin from anotherPlace. Workbins are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

  workbinName  String
   The worbin name.

  agentId  String
   The agent identifier. Can be null.

  attributes  String[]
   The attributes to retrieve (workbin-interaction.*:*).

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[]

   The attributes for each workbin interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadWorkbinType

  error.workflow.BadAgentId


getWorkbinContentForAgentGroupDTO

Retrieves the requested attributes about the interactions of a workbin from an agent group. Workbins are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

  workbinName  String
   The worbin name.

  agentGroupId  String
   The agent group identifier whose workbin contents are required. Can be null.

  attributes  String[]
   The attributes to retrieve (workbin-interaction.*:*).

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[]

   The attributes for each workbin interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadWorkbinType


getWorkbinContentForPlaceDTO

Retrieves the requested attributes about the interactions of a workbin from anotherPlace. Workbins are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

  workbinName  String
   The worbin name.

  otherPlaceId  String
   The other place identifier. Can be null.

  attributes  String[]
   The attributes to retrieve (workbin-interaction.*:*).

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[]

   The attributes for each workbin interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadWorkbinType


getWorkbinContentForPlaceGroupDTO

Retrieves the requested attributes about the interactions of a workbin from a place group. Workbins are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

  workbinName  String
   The worbin name.

  placeGroupId  String
   The place group identifier whose workbin contents are required. Can be null.

  attributes  String[]
   The attributes to retrieve (workbin-interaction.*:*).

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[]

   The attributes for each workbin interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadWorkbinType


getWorkbinContentFromInteractionIdsDTO

Retrieves the workbin content as the DTOs of the given workbin interactions. Workbins are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

  workbinName  String
   The worbin name.

  workbinInteractionIds  String[]
   The worbin-interaction identifier list.

  attributes  String[]
   The attributes to retrieve (workbin-interaction.*:*).

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[]

   The attributes for each workbin interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist


getWorkbinsContentDTO

Retrieves all the requested attributes about the interactions of a workbin. Workbins are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

  workbinName  String
   The worbin name.

  attributes  String[]
   The attributes to retrieve (workbin-interaction.*:*).

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[]

   The attributes for each workbin interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist


getWorkbinsContentForAllDTO

Retrieves all the content of a workbin for all agents. Workbins are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

  workbinName  String
   The worbin name.

  attributes  String[]
   The attributes to retrieve (workbin-interaction.*:*).

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkbinInteractionDTO[]

   The attributes for each workbin interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist


getWorkbinsDTO

Retrieves all the requested attributes about workbins. Workbins are defined in the Configuration Layer.
Parameters:

  placeId  String
   The place identifier.

  workbinNames  String[]
   The workbin names. If null, indicates all the workbins.

  attributes  String[]
   The workbin attributes to retrieve (workbin:*).

  contentAttributes  String[]
   The worbin interaction attributes to retrieve (workbin-interaction.*:*).

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkbinDTO[]

   The attributes for each workbin.

Errors:

  error.common.AilFactoryNotInitialized

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist


getWorkflowInteractionInfo

Retrieves the workflow information of the given interaction from the Interaction Server. If the Interaction Server is not routing the interaction, the returned WorkflowInteractionInfo.status is unknown. This information is available for history items and workbin interactions.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction identifier.

Returns:

  Type:  com.genesyslab.ail.ws.workflow.WorkflowInteractionInfo

   The workflow infomation.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.workflow.PlaceNotExist

  error.workflow.BadInteractionId

  error.workflow.BadInteractionType


moveInteractionToWorkbin

Pull an interaction, and put it in a workbin.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction identifier.

  workbinName  String
   The workbin name.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


putInteractionIntoAgentGroupWorkbin

Places an interaction into the workbin of another group agent and specifies a reason for this action.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction identifier.

  workbinName  String
   The workbin name.

  agentGroupId  String
   The agent group identifier. The agent group into whose workbin the interaction will be put. Can be null.

  reason  String
   The reason of this action. Can be null.

  reasonDescription  String
   The description of this reason. Can be null.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadWorkbinType

  error.workflow.BadInteractionId

  error.workflow.BadInteractionType

  error.workflow.BadAgentId

  error.workflow.BadAgentGroupId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


putInteractionIntoAgentWorkbin

Places an interaction into the workbin of another agent and specifies a reason for this action.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction identifier.

  workbinName  String
   The workbin name.

  otherAgentId  String
   The other agent identifier. The agent into whose workbin the interaction will be put. Can be null.

  reason  String
   The reason of this action. Can be null.

  reasonDescription  String
   The description of this reason. Can be null.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.BadWorkbinType

  error.workflow.WorkbinNotExist

  error.workflow.BadInteractionId

  error.workflow.BadInteractionType

  error.workflow.BadAgentId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


putInteractionIntoPlaceGroupWorkbin

Places an interaction into the workbin of another group agent and specifies a reason for this action.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction identifier.

  workbinName  String
   The workbin name.

  placeGroupId  String
   The place group identifier. The place group into whose workbin the interaction will be put. Can be null.

  reason  String
   The reason of this action. Can be null.

  reasonDescription  String
   The description of this reason. Can be null.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadWorkbinType

  error.workflow.BadInteractionId

  error.workflow.BadInteractionType

  error.workflow.BadPlaceId

  error.workflow.BadPlaceGroupId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


putInteractionIntoPlaceWorkbin

Places an interaction into the workbin of another place and specifies a reason for this action.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction identifier.

  workbinName  String
   The workbin name.

  otherPlaceId  String
   The other place identifier. The place into whose workbin the interaction will be put. Can be null.

  reason  String
   The reason of this action. Can be null.

  reasonDescription  String
   The description of this reason. Can be null.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadWorkbinType

  error.workflow.BadInteractionId

  error.workflow.BadInteractionType

  error.workflow.BadAgentId

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


putInteractionIntoWorkbin

Places an interaction into this workbin.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction identifier.

  workbinName  String
   The workbin name.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadInteractionId

  error.workflow.BadInteractionType

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


putInteractionIntoWorkbinEx

Places an interaction into this workbin and specifies a reason for this action.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction identifier.

  workbinName  String
   The workbin name.

  reason  String
   The reason of this action. Can be null.

  reasonDescription  String
   The description of this reason. Can be null.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.workflow.PlaceNotExist

  error.workflow.WorkflowManagerNotExist

  error.workflow.WorkbinNotExist

  error.workflow.BadInteractionId

  error.workflow.BadInteractionType

  error.common.InteractionServerTimeout

  error.common.InteractionServerCode::Type:x1::Number:x2
  


Event Detail

WorkbinEvent

Workbin event.
Available attributes:  workbin:*

Filters:

Triggers:

  Key: WORKBIN   Value: placeId:workbinId  -  Subscribes on this place,workbin. It does not report property changes. If placeId or workbinId contains a : character , escape it with a \ character (ex Place:100 becomes Place\:100).

  Key: WORKBIN_PROPERTIES   Value: placeId:workbinId  -  Subscribes on this place,workbin and reports ANY property change (including attached data). If placeId or workbinId contains a : character , escape it with a \ character (ex Place:100 becomes Place\:100).


Interaction SDK
(Web Services)