Interaction SDK
(Web Services)

Service: CallbackService


Provides the callback service.
Attribute Summary
com.genesyslab.ail.ws.callback.RecordAction[] callback.record:actionsPossible
           The possible actions that an agent can perform on a callback record.
int callback.record:attempts
           The number of attempts to deliver this callback.
com.genesyslab.ail.ws.callback.RecordCallResult callback.record:callResult
           The current RecordCallResult of this record.
String callback.record:contactInfo
           Information of the contact that corresponds to this record. Ex: phone number.
com.genesyslab.ail.ws.KeyValue[] callback.record:customFields
           The custom fields attached to this record.
long callback.record:estimatedWaitTime
           The estimated time that a customer has to wait.
long callback.record:estimatedWaitTimeDate
           The GMT time date at which the estimated wait time was evaluated.
String callback.record:interactionId
           Identifier of the voice interaction associated with this record.
com.genesyslab.ail.ws.callback.RecordReason callback.record:reason
           The current callback record reason of this record's callback record status.
String callback.record:recordId
           Callback record identifier.
long callback.record:scheduledDateTime
           The time at which this record is scheduled, or 0 if it is an ASAP callback.
com.genesyslab.ail.ws.callback.RecordStatus callback.record:status
           This record's current callback record status.

Method Summary
void acceptRecord
           Accepts this record.
void cancelRecord
           Cancels this record.
com.genesyslab.ail.ws.callback.RecordDTO getRecordDTO
           Retrieves all the requested attributes about a callback record.
void processedRecord
           Marks this record as processed, with the current CallbackRecord CallResult.
void rejectRecord
           Rejects this record.
void rescheduleRecord
           Reschedules this record.
com.genesyslab.ail.ws.callback.RecordError setRecordDTO
           Sets attributes about a callback record.

Event Summary
CallbackRecordEvent
           Event concerning a callback record.

Attribute Detail

Attributes of domain callback.record

Callback record attributes definition


actionsPossible

Type: com.genesyslab.ail.ws.callback.RecordAction[]
The possible actions that an agent can perform on a callback record.
Properties: read read-default event


attempts

Type: int
The number of attempts to deliver this callback.
Properties: read event


callResult

Type: com.genesyslab.ail.ws.callback.RecordCallResult
The current RecordCallResult of this record.
Properties: read read-default write event


contactInfo

Type: String
Information of the contact that corresponds to this record. Ex: phone number.
Properties: read read-default write event


customFields

Type: com.genesyslab.ail.ws.KeyValue[]
The custom fields attached to this record.
Properties: read read-default write event


estimatedWaitTime

Type: long
The estimated time that a customer has to wait.
Properties: read read-default event


estimatedWaitTimeDate

Type: long
The GMT time date at which the estimated wait time was evaluated.
Properties: read read-default event


interactionId

Type: String
Identifier of the voice interaction associated with this record.
Properties: read read-default event


reason

Type: com.genesyslab.ail.ws.callback.RecordReason
The current callback record reason of this record's callback record status.
Properties: read read-default event


recordId

Type: String
Callback record identifier.
Properties: read read-default event-default event


scheduledDateTime

Type: long
The time at which this record is scheduled, or 0 if it is an ASAP callback.
Properties: read read-default event


status

Type: com.genesyslab.ail.ws.callback.RecordStatus
This record's current callback record status.
Properties: read read-default event


Method Detail

acceptRecord

Accepts this record.
Parameters:

  agentId  String
   The agent identifier.

  byInteractionId  boolean
   true, the ID is the interaction ID; otherwise, it is the record ID.

  id  String
   If byInteractionId, the ID is the interaction ID; otherwise, it is the record ID.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.DatabaseService

  error.common.RequestFailed

  error.callback.BadAgentId

  error.callback.NotAnAgent

  error.callback.CallbackServiceNotInitialized

  error.callback.CallbackRecordNotFound


cancelRecord

Cancels this record.
Parameters:

  agentId  String
   The agent identifier.

  byInteractionId  boolean
   true, the ID is the interaction ID; otherwise, it is the record ID.

  id  String
   If byInteractionId, the ID is the interaction ID; otherwise, it is the record ID.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.DatabaseService

  error.callback.BadAgentId

  error.callback.NotAnAgent

  error.callback.CallbackServiceNotInitialized

  error.callback.CallbackRecordNotFound


getRecordDTO

Retrieves all the requested attributes about a callback record.
Parameters:

  agentId  String
   The agent identifier.

  byInteractionId  boolean
   The following parameter is the interaction ID or the record ID.

  id  String
   If byInteractionId, the ID is the interaction ID otherwise it is the record ID.

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

Returns:

  Type:  com.genesyslab.ail.ws.callback.RecordDTO

   The attributes for each person.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.DatabaseService

  error.common.RequestFailed

  error.callback.BadAgentId

  error.callback.NotAnAgent

  error.callback.CallbackServiceNotInitialized

  error.callback.CallbackRecordNotFound


processedRecord

Marks this record as processed, with the current CallbackRecord CallResult.
Parameters:

  agentId  String
   The agent identifier.

  byInteractionId  boolean
   true, the ID is the interaction ID; otherwise, it is the record ID.

  id  String
   If byInteractionId, the ID is the interaction ID; otherwise, it is the record ID.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.DatabaseService

  error.common.RequestFailed

  error.callback.BadAgentId

  error.callback.NotAnAgent

  error.callback.CallbackServiceNotInitialized

  error.callback.CallbackRecordNotFound


rejectRecord

Rejects this record.
Parameters:

  agentId  String
   The agent identifier.

  byInteractionId  boolean
   true, the ID is the interaction ID; otherwise, it is the record ID.

  id  String
   If byInteractionId, the ID is the interaction ID; otherwise, it is the record ID.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.DatabaseService

  error.callback.BadAgentId

  error.callback.NotAnAgent

  error.callback.CallbackServiceNotInitialized

  error.callback.CallbackRecordNotFound


rescheduleRecord

Reschedules this record.
Parameters:

  agentId  String
   The agent identifier.

  byInteractionId  boolean
   true, the ID is the interaction ID; otherwise, it is the record ID.

  id  String
   If byInteractionId, the ID is the interaction ID; otherwise, it is the record ID.

  scheduleTime  long
   GMT time to reschedule.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.DatabaseService

  error.common.RequestFailed

  error.callback.BadAgentId

  error.callback.NotAnAgent

  error.callback.CallbackServiceNotInitialized

  error.callback.CallbackRecordNotFound


setRecordDTO

Sets attributes about a callback record.
Parameters:

  agentId  String
   The agent identifier.

  recordDTO  com.genesyslab.ail.ws.callback.RecordDTO
   The DTO containing the key-value pairs to set (callback.record:*).

Returns:

  Type:  com.genesyslab.ail.ws.callback.RecordError

   The errors if any.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.DatabaseService

  error.common.RequestFailed
  

  error.common.BadAttributeType
  

  error.callback.BadAgentId

  error.callback.NotAnAgent

  error.callback.CallbackServiceNotInitialized

  error.callback.CallbackRecordNotFound


Event Detail

CallbackRecordEvent

Event concerning a callback record.
Available attributes:  callback.record:*

Filters:

Triggers:

  Key: AGENT   Value: agentId  -  Subscribes on this agent


Interaction SDK
(Web Services)