Interaction SDK
(Web Services)

com.genesyslab.ail.ws.interaction

Class Summary
AttachedData This class describes an attached data of an interaction.
InteractionExtension This class describes the key-value data for an interaction extension.
InteractionError This class defines an error which occurred when updating the data of an interaction.
SuggestedCategory This class describes the suggested category.
InteractionAgentDTO This class describes the interaction DTO data for an agent. It contains an interaction DTO data for each interaction handled by this agent.
InteractionDTO This class contains the data of an interaction.
InteractionDnDTO This class describes the interaction DTO data for a DN. It contains an interaction DTO data for each interaction handled by this DN.
InteractionPlaceDTO This class describes the interaction DTO data for a place. It contains an interaction DTO data for each interaction handled by this place.

Enum Summary
InteractionType This enum describes the different types of interactions.
InteractionStatus Enumeration for possible interaction statuses. Common to all media.
InteractionEventReason This enum lists possible reasons for interaction events.
InteractionExtensionType This enum describes the different extension types of interactions.
StopProcessingReason Enumeration for possible stop processing reasons. Common to all mutil-media interactions.

Class Detail

AttachedData

This class describes an attached data of an interaction.

Fields:

  key  String
   Key of the attached data

  value  Object
   Value of the attached data. The value can be a string, an int, a byte[] or com.genesyslab.ail.ws.interaction.AttachedData[] type.

InteractionExtension

This class describes the key-value data for an interaction extension.

Fields:

  type  com.genesyslab.ail.ws.interaction.InteractionExtensionType
   The extension type.

  value  Object
   The extension value.

InteractionError

This class defines an error which occurred when updating the data of an interaction.

Fields:

  interactionError  String
   The interaction error code.

  interactionId  String
   The interaction identifier.

  attributeErrors  com.genesyslab.ail.ws.AttributeError[]
   The attribute error codes.

SuggestedCategory

This class describes the suggested category.

Fields:

  categoryId  String
   The category identifier.

  relevancy  String
   The category’s relevancy to an interaction subject. Note that relevancy will be always null if you are using a 6.1 or lower Internet Suite. It will be non-null if you are using a 6.5 or higher Internet Suite.

InteractionAgentDTO

This class describes the interaction DTO data for an agent. It contains an interaction DTO data for each interaction handled by this agent.

Fields:

  interactionsDTO  com.genesyslab.ail.ws.interaction.InteractionDTO[]
   An array of interaction DTO data.

  agentId  String
   The agent identifier.

InteractionDTO

This class contains the data of an interaction.

Fields:

  data  com.genesyslab.ail.ws.KeyValue[]
   The key-value pair attributes.

  interactionId  String
   The interaction identifier.

InteractionDnDTO

This class describes the interaction DTO data for a DN. It contains an interaction DTO data for each interaction handled by this DN.

Fields:

  interactionsDTO  com.genesyslab.ail.ws.interaction.InteractionDTO[]
   An array of interaction DTO data.

  dnId  String
   The DN identifier.

InteractionPlaceDTO

This class describes the interaction DTO data for a place. It contains an interaction DTO data for each interaction handled by this place.

Fields:

  interactionsDTO  com.genesyslab.ail.ws.interaction.InteractionDTO[]
   An array of interaction DTO data.

  placeId  String
   The place identifier.

Enum Detail

InteractionType

This enum describes the different types of interactions.

Members:

  UNKNOWN
   Interaction type unknown.

  CHAT
   Interaction type chat.

  COBROWSE
   Interaction type cobrowse.

  EMAIL_IN
   Interaction type incoming email.

  COLLABORATION_INVIT_IN
   Interaction type collaboration invitation in.

  COLLABORATION_REPLY_OUT
   Interaction type collaboration reply out.

  EMAIL_OUT
   Interaction type outgoing email.

  EMAIL_OUT_REPLY
   Interaction type reply outgoing email.

  CALLBACK_REQUEST
   Interaction type callback request.

  PHONE_CALL
   Interaction type phone call.

  PHONE_CALL_CALLBACK
   Interaction type callback.

  PHONE_CALL_OUTBOUND
   Interaction type outbound phone call.

  ACKNOWLEDGEMENT_INTERACTION
   Interaction type outbound acknowledgement.

  AUTO_RESPONSE_INTERACTION
   Interaction type outbound auto response.

  NDR_INTERACTION
   Interaction type inbound ndr.

  CUSTOMER_REPLY_INTERACTION
   Interaction type inbound customer reply.

  REDIRECT_INTERACTION
   Interaction type outbound redirect.

  INBOUND_COLLABORATION_REPLY
   Interaction type external inbound collaboration reply.

  OUTBOUND_COLLABORATION_INVITE
   Interaction type external outbound collaboration invite.

  OUTBOUND_NOTIFICATION
   Interaction type outbound notification.

InteractionStatus

Enumeration for possible interaction statuses. Common to all media.

Members:

  UNKNOWN
   Interaction status unknown.

  NEW
   Interaction status new.

  DIALING
   Interaction status dialing.

  DIALING_HELD
   Interaction status dialing but held.

  HELD
   Interaction status held.

  IDLE
   Interaction status idle.

  ORIGINATING
   Interaction status originating.

  RINGING
   Interaction status ringing.

  TALKING
   Interaction status talking.

  QUEUED
   Interaction currently waiting in a queue.

  PREVIEW
   nteraction is currently in preview status.

InteractionEventReason

This enum lists possible reasons for interaction events.

Members:

  ABANDONED
   Abandoned reason.

  DESTINATION_BUSY
   Destination busy reason.

  DIALING
   Dialing reason.

  DIVERTED
   Diverted reason.

  DONE
   Done reason.

  DTMF_SENT
   DTMF sent reason.

  ESTABLISHED
   Established reason.

  HELD
   Held reason

  INFO_CHANGED
   Info changed reason.

  NEW
   New reason.

  RELEASED
   Released reason.

  RETRIEVED
   Retrieved reason.

  RINGING
   Ringing reason.

  ERROR
   General error or system error.

  MUTE_ON
   Mute on.

  MUTE_OFF
   Mute off.

  DELETED
   Deleted.

  POSSIBLE_CHANGED
   Possible Changed.

  CONTACT_CHANGED
   Contact Changed.

InteractionExtensionType

This enum describes the different extension types of interactions.

Members:

  RINGING_FORWARDED
   Extension key for forwarded interaction ringing event. The value is the name of the agent who has forwarded this interaction. If the transferring agent has no first name and no last name, the value is '[]'.

  RINGING_TRANSFER_REASON
   Extension key for reason for voice transfer. The value is the reason of the transfer as a String.

  RINGING_CONFERENCED
   Extension key for conferenced multimedia interaction ringing event. The value is the name of the agent who has conferenced this interaction. The value is '[]'.

  RINGING_CONFERENCE_REASON
   Extension key for reason for multimedia conference The value is the reason of the conference as a String.

  RINGING_CONFERENCE_VISIBILITY
   Extension key for suggested visibility for multimedia conference. The value is the uggested visibility of the conference as a 'com.genesyslab.ail.ws.interaction.chat.ChatPartyVisibility'.

  RINGING_QA_REVIEW
   Extension key for interaction submitted for QA review. The value is the user name of the agent who has composed the message as a String.

  RINGING_DONE
   Extension key for already done interaction ringing event. The value has no particular meaning, when this key is present, the interaction is already marked done.

  RINGING_EXT_AGT_RESUBMIT
   Extension key for an interaction that was originally sent to an external agent, but the response the external agent made was invalid (for instance, an empty response).

  RINGING_ESCALATED
   Extension key for an interaction that was originally sent to an external agent, and which is resubmitted to an internal agent.

  RINGING_FAILED
   Extension key for an email marked as 'failed'. Value is the failure message.

  IDLE_REROUTED
   Extension key for rotating interaction. The value has no particular meaning, when this key is present, the interaction was routed to someone else.

  PARTY_ADDED
   Extension key when a new party joins the call. The value associated with this key is the ID of the added party.

  PARTY_DELETED
   Extension key when a party leaves the conference. The value associated with this key is the ID of the deleted party.

  PARTY_CHANGED
   Extension key when the party was replaced. The value associated with this key is the ID of the new party.

  TRANSFER_PLACE_FAILED
   Extension key for an interaction place transfer failure. Value is the name of the place to which the interaction was not transferred.

  TRANSFER_AGENT_FAILED
   Extension key for an interaction agent transfer failure. Value is the employee Id of the agent to which the interaction was not transferred.

  NEW_CONTACT_ID
   Extension key for contact changed event. The value associated with this key is the new contact identifier, as a String. Not sent.

  MEDIA
   Extension key that is present when an interaction is multimedia. The value is the name of the media. Typically, an Instant Messaging interaction on a SIP server is an InteractionVoice vith MEDIA = 'chat'. Not sent.

  CONFERENCE_AGENT_FAILED
   Extension key for an interaction agent transfer failure. Value is the user name (the ID) of the agent with whom the interaction was not conferenced.

  CONFERENCE_PLACE_FAILED
   Extension key for an interaction agent transfer failure. Value is the name of the place with which the interaction was not conferenced.

  CONFERENCE_AGENT_SUCCEEDED
   Extension key for an interaction agent transfer failure. Value is the user name (the ID) of the agent with whom the interaction was conferenced.

  CONFERENCE_PLACE_SUCCEEDED
   Extension key for an interaction agent transfer failure. Value is the name of the place with which the interaction was conferenced. .

StopProcessingReason

Enumeration for possible stop processing reasons. Common to all mutil-media interactions.

Members:

  ABANDONED
   Interaction is stopped because it was abandoned.

  AUTO_RESPONDED
   Interaction is stopped because it was automatically responded.

  FORWARDED
   Interaction is stopped because it was forwarded.

  NORMAL
   Interaction is normally stopped.

  REDIRECTED
   Interaction is stopped because it was redirected.

  TERMINATED
   Interaction is stopped because it was terminated.

  SENT
   Interaction is stopped because it was sent.

Interaction SDK
(Web Services)