Interaction SDK
(Web Services)

Service: InteractionVoiceService


This service performs actions on voice interactions.
Attribute Summary
com.genesyslab.ail.ws.interaction.voice.InteractionVoiceAction[] interaction.voice:actionsPossible
           The possible actions.
String interaction.voice:ANI
           The ANI (Automatic Number Identification) parameter associated with this voice interaction.
com.genesyslab.ail.ws.interaction.voice.CallType interaction.voice:callType
           The type of call of this interaction.
String interaction.voice:conferenceOwner
           The party that has initiated the conference.
String[] interaction.voice:consultationInteractionIds
           IDs of the voice interactions that were initiated during this interaction (only consultation calls). Empty unless an initTransfer() or an initConference() was done.
String interaction.voice:dnId
           The DN on which this interaction is bound.
String interaction.voice:DNIS
           The DNIS (Dialed Number Identification Service) parameter associated with this voice interaction.
long interaction.voice:duration
           The duration of this call in seconds.
String interaction.voice:homeLocation
           The location from which this phone call comes.
String interaction.voice:initialInteractionId
           The initial interaction ID if this interaction is the result of an initTransfer() or initConference() call.
boolean interaction.voice:isIncoming
           The direction of this call.
String[] interaction.voice:parties
           All the parties to this call as a set of strings. Those strings represent the parties' phone numbers. Each can be a DN ID, an external phone number, or 'Unknown' if not identified. Use this attribute when the phone call is active. When the phone call is in the history, please use the phoneNumber attribute.
String interaction.voice:phoneNumber
           The phone numbers to which this interaction has been connected as a string. If there are multiple phone numbers, they are separated by commas. Use this attribute in the History, after the phone call has ended. When the call is active, please use the parties attribute.
int interaction.voice:TCallId
           The internal switch call ID of this interaction or -1 if it is not available.
String interaction.voice:TConnectionId
           The TConnectionId of this interaction as a string. This ID is internal T-Server data. Please consider this as an advanced feature and instead use the interaction:interactionId attribute.
com.genesyslab.ail.ws.KeyValue[] interaction.voice:TEventExtensions
           The TEvent extensions. TEvent extensions are additional data that take into account switch-specific features.
com.genesyslab.ail.ws.KeyValue[] interaction.voice:TEventReasons
           Switch-specific reasons that might have come with the TEvent that caused this event.
int interaction.voice:trunk
           The Trunk parameter associated with this voice interaction.

Method Summary
com.genesyslab.ail.ws.interaction.voice.VoiceError acceptPreview
           Accepts a preview interaction.
com.genesyslab.ail.ws.interaction.voice.VoiceError alternateCall
           Alternates between this call and a held call.
com.genesyslab.ail.ws.interaction.voice.VoiceError alternateCallEx
           Alternates between this call and a held call.
com.genesyslab.ail.ws.interaction.voice.VoiceError answerCall
           Answers this call.
com.genesyslab.ail.ws.interaction.voice.VoiceError completeConference
           Completes the conference.
com.genesyslab.ail.ws.interaction.voice.VoiceError completeConferenceEx
           Completes the conference.
com.genesyslab.ail.ws.interaction.voice.VoiceError completeTransfer
           Completes the transfer. Releases both interactions on this DN.
com.genesyslab.ail.ws.interaction.voice.VoiceError completeTransferEx
           Completes the transfer. Releases both interactions on this DN.
com.genesyslab.ail.ws.interaction.voice.InteractionVoiceErrorDTO createInteractionFromDnDTO
           Creates a new interaction and makes a call on this DN if destNumber is not null. The Interaction will be created only if an Agent is logged on this DN.
com.genesyslab.ail.ws.interaction.voice.InteractionVoiceErrorDTO createInteractionFromPlaceDTO
           Creates a new voice interaction and makes a call on a DN of this place if destNumber is not null.
com.genesyslab.ail.ws.interaction.voice.VoiceError deleteFromConference
           Deletes a party from the conference. This method can be used only by the party who has done the conference.
com.genesyslab.ail.ws.interaction.voice.VoiceError holdCall
           Holds this call so that it can be retrieved later.
com.genesyslab.ail.ws.interaction.voice.InteractionVoiceErrorDTO initiateConferenceDTO
           Initiates a conference. Holds the current call and dials another call.
com.genesyslab.ail.ws.interaction.voice.InteractionVoiceErrorDTO initiateTransferDTO
           Initiates a transfer. Holds the current call and dials another call.
com.genesyslab.ail.ws.interaction.voice.VoiceError leaveConference
           Leaves the conference.
com.genesyslab.ail.ws.interaction.voice.VoiceError listenDisconnect
           Plays 'music on hold' to a party in the conference. This method can be used only by the party who has done the conference.
com.genesyslab.ail.ws.interaction.voice.VoiceError listenReconnect
           Cancels 'music on hold' to a party in the conference. This method can be used only by the party who has done the conference.
com.genesyslab.ail.ws.interaction.InteractionDTO lookupInteractionDTO
           Returns the Interaction with these parameters, or null if not found.
com.genesyslab.ail.ws.interaction.voice.VoiceError makeCall
           After a phone call has been created with createInteraction(...). You must call this method to actually dial the number, if createInteraction has not already make it.
void markDone
           Marks this interaction as done.
void merge
           Moves this interaction into the history of another contact. This is useful if an agent discovers that the interaction has been assigned to the wrong contact, or that this interaction is duplicated elsewhere in the contact database. This method allows the agent to merge this interaction into the history of the correct contact, or to similarly merge all interactions that were mistakenly applied to this contact.
com.genesyslab.ail.ws.interaction.voice.VoiceError muteOff
           Cancels call muting (enables the microphone).
com.genesyslab.ail.ws.interaction.voice.VoiceError muteOn
           Mutes this call (disables the microphone).
com.genesyslab.ail.ws.interaction.voice.VoiceError muteTransfer
           Directly transfers this call.
com.genesyslab.ail.ws.interaction.voice.VoiceError reconnectCall
           Releases the held call and reconnects this call.
com.genesyslab.ail.ws.interaction.voice.VoiceError redirectCall
           Redirects this call.
com.genesyslab.ail.ws.interaction.voice.VoiceError rejectPreview
           Rejects a preview interaction.
com.genesyslab.ail.ws.interaction.voice.VoiceError releaseCall
           Releases this call.
com.genesyslab.ail.ws.interaction.voice.VoiceError retrieveCall
           Retrieves a call that was held.
com.genesyslab.ail.ws.interaction.voice.VoiceError sendDTMF
           Sends digits that are expected to get by a telephony system.
com.genesyslab.ail.ws.interaction.voice.VoiceError singleStepConference
           Conferences this call in one step.
com.genesyslab.ail.ws.interaction.voice.VoiceError singleStepTransfer
           Transfers this call in one step. If the Switch is not capable of doing a single step transfer, but can do a mute transfer, this method will actually do a mute transfer.

Event Summary

Attribute Detail

Attributes of domain interaction.voice

Voice interaction attributes definition


actionsPossible

Type: com.genesyslab.ail.ws.interaction.voice.InteractionVoiceAction[]
The possible actions.
Properties: read event


ANI

Type: String
The ANI (Automatic Number Identification) parameter associated with this voice interaction.
Properties: read read-default event


callType

Type: com.genesyslab.ail.ws.interaction.voice.CallType
The type of call of this interaction.
Properties: read read-default event-default event


conferenceOwner

Type: String
The party that has initiated the conference.
Properties: read event


consultationInteractionIds

Type: String[]
IDs of the voice interactions that were initiated during this interaction (only consultation calls). Empty unless an initTransfer() or an initConference() was done.
Properties: read read-default event


dnId

Type: String
The DN on which this interaction is bound.
Properties: read read-default event-default event


DNIS

Type: String
The DNIS (Dialed Number Identification Service) parameter associated with this voice interaction.
Properties: read read-default event


duration

Type: long
The duration of this call in seconds.
Properties: read read-default event


homeLocation

Type: String
The location from which this phone call comes.
Properties: read read-default event


initialInteractionId

Type: String
The initial interaction ID if this interaction is the result of an initTransfer() or initConference() call.
Properties: read read-default event


isIncoming

Type: boolean
The direction of this call.
Properties: read event


parties

Type: String[]
All the parties to this call as a set of strings. Those strings represent the parties' phone numbers. Each can be a DN ID, an external phone number, or 'Unknown' if not identified. Use this attribute when the phone call is active. When the phone call is in the history, please use the phoneNumber attribute.
Properties: read read-default event


phoneNumber

Type: String
The phone numbers to which this interaction has been connected as a string. If there are multiple phone numbers, they are separated by commas. Use this attribute in the History, after the phone call has ended. When the call is active, please use the parties attribute.
Properties: read read-default event


TCallId

Type: int
The internal switch call ID of this interaction or -1 if it is not available.
Properties: read event


TConnectionId

Type: String
The TConnectionId of this interaction as a string. This ID is internal T-Server data. Please consider this as an advanced feature and instead use the interaction:interactionId attribute.
Properties: read event


TEventExtensions

Type: com.genesyslab.ail.ws.KeyValue[]
The TEvent extensions. TEvent extensions are additional data that take into account switch-specific features.
Properties: event


TEventReasons

Type: com.genesyslab.ail.ws.KeyValue[]
Switch-specific reasons that might have come with the TEvent that caused this event.
Properties: event


trunk

Type: int
The Trunk parameter associated with this voice interaction.
Properties: read event


Method Detail

acceptPreview

Accepts a preview interaction.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User defined reasons for accepting the preview interaction. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


alternateCall

Alternates between this call and a held call.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this alternate call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


alternateCallEx

Alternates between this call and a held call.
Parameters:

  interactionId  String
   The interaction identifier.

  otherInteractionId  String
   The other interaction to alternalte with.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this alternate call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


answerCall

Answers this call.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User defined reasons for this answer call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that takes into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


completeConference

Completes the conference.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this complete conference. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that takes into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


completeConferenceEx

Completes the conference.
Parameters:

  interactionId  String
   The interaction identifier.

  otherInteractionId  String
   The other interaction to complete conference with.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this complete conference. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that takes into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


completeTransfer

Completes the transfer. Releases both interactions on this DN.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this complete conference. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


completeTransferEx

Completes the transfer. Releases both interactions on this DN.
Parameters:

  interactionId  String
   The interaction identifier.

  otherInteractionId  String
   The other interaction to complete transfer with.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this complete conference. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


createInteractionFromDnDTO

Creates a new interaction and makes a call on this DN if destNumber is not null. The Interaction will be created only if an Agent is logged on this DN.
Parameters:

  dnId  String
   The DN identifier.

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

  destNumber  String
   The number to dial on or null if you don't want to specify one.

  location  String
   The name of the T-Server of the switch to use. Typically used to transfer user data along with the call in multi-site contact centers. Can be null. This parameter is taken into account only if the parameter destNumber is provided.

  makeCallType  com.genesyslab.ail.ws.interaction.voice.MakeCallType
   The type of call to make. This parameter is taken into account only if the parameter destNumber is provided.

  attachedData  com.genesyslab.ail.ws.KeyValue[]
   Attached data for this new phone call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type. This parameter is taken into account only if the parameter destNumber is provided.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this make call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type. This parameter is taken into account only if the parameter destNumber is provided.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type. This parameter is taken into account only if the parameter destNumber is provided.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.InteractionVoiceErrorDTO

   The attributes for the replied interaction or the telephony error.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.DnNotExist

  error.interaction.CannotCreateInteraction

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


createInteractionFromPlaceDTO

Creates a new voice interaction and makes a call on a DN of this place if destNumber is not null.
Parameters:

  placeId  String
   The place identifier.

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

  destNumber  String
   The number to dial on or null if you don't want to specify one.

  location  String
   The name of the T-Server of the switch to use. Typically used to transfer user data along with the call in multi-site contact centers. Can be null. This parameter is taken into account only if the parameter destNumber is provided.

  makeCallType  com.genesyslab.ail.ws.interaction.voice.MakeCallType
   The type of call to make. This parameter is taken into account only if the parameter destNumber is provided.

  attachedData  com.genesyslab.ail.ws.KeyValue[]
   Attached data for this new phone call. Can be null. This parameter is taken into account only if the parameter destNumber is provided. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type. This parameter is taken into account only if the parameter destNumber is provided.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this make call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type. This parameter is taken into account only if the parameter destNumber is provided.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type. This parameter is taken into account only if the parameter destNumber is provided.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.InteractionVoiceErrorDTO

   The attributes for the replied interaction or the telephony error.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.PlaceNotExist

  error.interaction.CannotCreateInteraction

  error.interaction.NoAvailableDn

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


deleteFromConference

Deletes a party from the conference. This method can be used only by the party who has done the conference.
Parameters:

  interactionId  String
   The interaction identifier.

  dn_to_drop  String
   no description

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this delete conference. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


holdCall

Holds this call so that it can be retrieved later.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this hold call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


initiateConferenceDTO

Initiates a conference. Holds the current call and dials another call.
Parameters:

  interactionId  String
   The interaction identifier.

  other_dn  String
   The Dn with which this call will be conferenced.

  location  String
   The name of the T-Server of the switch to use. Typically used to transfer user data along with the call in multi-site contact centers.

  attachedData  com.genesyslab.ail.ws.KeyValue[]
   Attached data for the consultation call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this conference. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  attributes  String[]
   The attributes of the newly created interaction to retrieve (interaction:* and interaction.voice:*).

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.InteractionVoiceErrorDTO

   an error if any or the interaction DTO data of the newly created interaction (consult call).

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


initiateTransferDTO

Initiates a transfer. Holds the current call and dials another call.
Parameters:

  interactionId  String
   The interaction identifier.

  other_dn  String
   The DN to which this call will be transferred.

  location  String
   The name of the T-Server of the switch to use. Typically used to transfer user data along with the call in multi-site contact centers.

  reason  String
   a reason submitted by the user for this transfer. This reason will be appended at the end of the notepad.

  attachedData  com.genesyslab.ail.ws.KeyValue[]
   Attached data for the initiateTransfer. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this transfer. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  attributes  String[]
   The attributes of the newly created interaction to retrieve (interaction:* and interaction.voice:*).

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.InteractionVoiceErrorDTO

   an error if any or the interaction DTO data of the newly created interaction (consult call).

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


leaveConference

Leaves the conference.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for leaving this conference. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


listenDisconnect

Plays 'music on hold' to a party in the conference. This method can be used only by the party who has done the conference.
Parameters:

  interactionId  String
   The interaction identifier.

  dn  String
   The DN play music to.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this listen disconnect. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


listenReconnect

Cancels 'music on hold' to a party in the conference. This method can be used only by the party who has done the conference.
Parameters:

  interactionId  String
   The interaction identifier.

  dn  String
   The DN to reconnect.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this listen reconnect. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


lookupInteractionDTO

Returns the Interaction with these parameters, or null if not found.
Parameters:

  dnId  String
   The full directory number (number@switch).

  TconnId  String
   The T-server connection Id.

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

Returns:

  Type:  com.genesyslab.ail.ws.interaction.InteractionDTO

   The attributes of the interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadDnId


makeCall

After a phone call has been created with createInteraction(...). You must call this method to actually dial the number, if createInteraction has not already make it.
Parameters:

  interactionId  String
   The interaction identifier.

  destNumber  String
   The number to dial on or null if you don't want to specify one.

  location  String
   The name of the T-Server of the switch to use. Typically used to transfer user data along with the call in multi-site contact centers. Can be null.

  makeCallType  com.genesyslab.ail.ws.interaction.voice.MakeCallType
   The type of call to make.

  attachedData  com.genesyslab.ail.ws.KeyValue[]
   Attached data for this new phone call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this make call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


markDone

Marks this interaction as done.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.interaction.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId


merge

Moves this interaction into the history of another contact. This is useful if an agent discovers that the interaction has been assigned to the wrong contact, or that this interaction is duplicated elsewhere in the contact database. This method allows the agent to merge this interaction into the history of the correct contact, or to similarly merge all interactions that were mistakenly applied to this contact.
Parameters:

  interactionId  String
   The interaction identifier.

  contactId  String
   The contact into whose history this interaction must be merged

  all  boolean
   If true, also merges all the interactions of the same contact.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId


muteOff

Cancels call muting (enables the microphone).
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   VoiceError

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


muteOn

Mutes this call (disables the microphone).
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   VoiceError

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


muteTransfer

Directly transfers this call.
Parameters:

  interactionId  String
   The interaction identifier.

  other_dn  String
   The DN to which this call will be transferred.

  location  String
   The name of the T-Server of the switch to use. Typically used to transfer user data along with the call in multi-site contact centers.

  reason  String
   a reason submitted by the user for this transfer. This reason will be appended at the end of the notepad.

  attachedData  com.genesyslab.ail.ws.KeyValue[]
   Attached data for the muteTransfer. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this transfer. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


reconnectCall

Releases the held call and reconnects this call.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this reconnect call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


redirectCall

Redirects this call.
Parameters:

  interactionId  String
   The interaction identifier.

  destination  String
   The destination DN where to redirect this call

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for redirecting this call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   VoiceError

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


rejectPreview

Rejects a preview interaction.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User defined reasons for rejecting the preview interaction. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


releaseCall

Releases this call.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this release call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


retrieveCall

Retrieves a call that was held.
Parameters:

  interactionId  String
   The interaction identifier.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for this retrieved call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


sendDTMF

Sends digits that are expected to get by a telephony system.
Parameters:

  interactionId  String
   The interaction identifier.

  digits  String
   The digits to send.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that takes into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


singleStepConference

Conferences this call in one step.
Parameters:

  interactionId  String
   The interaction identifier.

  other_dn  String
   The Dn with which this call will be conferenced.

  location  String
   The name of the T-Server of the switch to use. Typically used to conference user data along with the call in multi-site contact centers..

  attachedData  com.genesyslab.ail.ws.KeyValue[]
   Attached data for the singleStepConference. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for transfering this call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


singleStepTransfer

Transfers this call in one step. If the Switch is not capable of doing a single step transfer, but can do a mute transfer, this method will actually do a mute transfer.
Parameters:

  interactionId  String
   The interaction identifier.

  other_dn  String
   The Dn to which this call will be transferred.

  location  String
   The name of the T-Server of the switch to use. Typically used to transfer user data along with the call in multi-site contact centers..

  reason  String
   no description

  attachedData  com.genesyslab.ail.ws.KeyValue[]
   Attached data for the singleStepTransfer. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  reasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for transfering this call. Can be null. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

  tExtensions  com.genesyslab.ail.ws.KeyValue[]
   Additional data that take into account switch-specific features. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  Type:  com.genesyslab.ail.ws.interaction.voice.VoiceError

   an error if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadInteractionId

  error.interaction.TelephonyTimeout

  error.interaction.TelephonyService


Event Detail

Interaction SDK
(Web Services)