Interaction SDK
(Web Services)

com.genesyslab.ail.ws.expert

Class Summary
ExpertContextDTO This class describes the DTO data on an expert contact context.

Enum Summary
ExpertContextAction This enum lists the possible actions on an expert contact context.
ExpertContextReason This enum lists the possible reasons for the status of an expert contact context.
ExpertContextStatus This enum lists the possible statuses for an expert contact interaction.

Class Detail

ExpertContextDTO

This class describes the DTO data on an expert contact context.

Fields:

  interactionId  String
   The interaction identifier.

  data  com.genesyslab.ail.ws.KeyValue[]
   The DTO attributes.

Enum Detail

ExpertContextAction

This enum lists the possible actions on an expert contact context.

Members:

  ACCEPT
   Indicates that the expert accepts the call.

  CONFIRM_STATUS
   Indicates that the expert confims that he or she is handling the call.

  REJECT
   Indicates that the agent rejects the call.

  REJECT_STATUS
   Indicates that the expert is no longer handling this interaction.

  REROUTE
   Indicates that the expert reroutes the call.

ExpertContextReason

This enum lists the possible reasons for the status of an expert contact context.

Members:

  ACCEPTED
   The expert contact accepted to process the interaction.

  CANCELED
   The expert contact canceled the interaction.

  CONFIRMED
   The expert contact confirmed that he or she is processing the interaction.

  REJECTED
   The expert contact rejected the interaction.

ExpertContextStatus

This enum lists the possible statuses for an expert contact interaction.

Members:

  UNKNOWN
   Indicates that the status of the expert contact interaction is unknown.

  IDLE
   Indicates that the expert contact interaction is idle.

  IN_PROCESS
   Indicates that the expert contact is processing the interaction.

  NEW
   Indicates that the expert contact interaction is new.

  PREVIEW
   Indicates that the expert contact previews the interaction.

  STATUS_REQUEST
   Indicates that the expert contact should update his or her status for this interaction.

Interaction SDK
(Web Services)