Interaction SDK
(Web Services)

Service: InteractionOpenMediaService


This service handles the open media interactions.
Attribute Summary
com.genesyslab.ail.ws.interaction.openmedia.InteractionOpenMediaAction[] interaction.open-media:actionsPossible
           Returns the actions possible.
com.genesyslab.ail.ws.interaction.SuggestedCategory[] interaction.open-media:addSuggestedCategories
           Adds or updates the suggested categories for this chat.
String[] interaction.open-media:availableQueuesForChildInteraction
           The queues in which a child interaction can be created. This corresponds to the 'Output Queues' of the Interaction Workflow Designer (IWD).
String[] interaction.open-media:availableQueuesForThisInteraction
           The queues where this interaction can be put. This corresponds to the 'Input Queues' of the Interaction Workflow Designer (IWD).
boolean interaction.open-media:canBeParent
           True if this thread is closed. If false, this interaction cannot have any child.
String interaction.open-media:categoryId
           ID of the category assigned to this interaction (by manual override at the desktop level).
String interaction.open-media:externalId
           External identifier that was assigned to this interaction.
boolean interaction.open-media:isCategoryApproved
           Tells whether an agent has approved or disapproved the category ID assigned to the interaction. If null, no agent has given a feedback on the suggested category. If true, an agent has approved it. If false, an agent has disapproved it. Note: if false and if the assigned category has the max relevancy of the suggested categories, all the suggested categories are disapproved.
boolean interaction.open-media:isMarkDoneAvailable
           true if this interaction can be stopped with no more processing.
String interaction.open-media:openInteractionSubType
           The interaction sub-type.
String interaction.open-media:openInteractionType
           The interaction type.
String interaction.open-media:openMediaType
           The open media Type.
String interaction.open-media:parentId
           Parent identifier of this interaction.
String interaction.open-media:queue
           The queue of this interaction. Note that an interaction still is in the queue even when it is handled by an agent or a router.
String interaction.open-media:structTextMimeType
           The MIME type of the structuredText field. Must comply with rules described in RFC 2046. See MimeType domain definition for further information.
String interaction.open-media:structuredText
           The structured text of the interaction. It allows easy access to the structured interaction information. For an e-mail whose body is HTML-formatted, the structured text is the HTML body. For a chat transcript, the structured text is some formatted version of the transcript.
com.genesyslab.ail.ws.interaction.SuggestedCategory[] interaction.open-media:suggestedCategories
           The suggested categories for this chat as a list of SuggestedCategory.
String interaction.open-media:threadId
           Thread identifier.

Method Summary
void answer
           Answers this interaction.
com.genesyslab.ail.ws.interaction.InteractionDTO createInteractionOpenMediaAgentDTO
           Creates new InteractionOpenMedia, Inserts it in UCS if in list of saved medias (app option is multimedia/open-media-saved-list).
com.genesyslab.ail.ws.interaction.InteractionDTO createInteractionOpenMediaPlaceDTO
           Creates new InteractionOpenMedia, Inserts it in UCS if in list of saved medias (app option is multimedia/open-media-saved-list).
void delete
           Deletes this interaction.
com.genesyslab.ail.ws.interaction.InteractionDTO[] findInteractions
           Find a list of interactions based on a single search argument
com.genesyslab.ail.ws.interaction.InteractionDTO[] findInteractionsByQuery
           Find a list of interactions using an SQL expression
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.InteractionDTO[] openInteractions
           Find and pull a list of interactions based on a single search argument
com.genesyslab.ail.ws.interaction.InteractionDTO[] openInteractionsByQuery
           Find and pull a list of interactions using an SQL expression
void placeInQueue
           Places an interaction into a queue.
void release
           Releases this interaction.
void stopProcessingIS
           Stops workflow of the interaction (delete in interaction server)
void stopProcessingUCS
           Deletes interaction from UCS if delete parameter is true, otherwise sets interactionstatus to STOPPED.
void submit
           Submits this interaction to the Interaction Server..
void transferAgent
           Transfers an interaction on another agent.
void transferPlace
           Transfers an interaction on a place.
void transferQueue
           Transfers an interaction on a queue.

Event Summary

Attribute Detail

Attributes of domain interaction.open-media

Open media interaction attributes definition


actionsPossible

Type: com.genesyslab.ail.ws.interaction.openmedia.InteractionOpenMediaAction[]
Returns the actions possible.
Properties: read event


addSuggestedCategories

Type: com.genesyslab.ail.ws.interaction.SuggestedCategory[]
Adds or updates the suggested categories for this chat.
Properties: write


availableQueuesForChildInteraction

Type: String[]
The queues in which a child interaction can be created. This corresponds to the 'Output Queues' of the Interaction Workflow Designer (IWD).
Properties: read write event


availableQueuesForThisInteraction

Type: String[]
The queues where this interaction can be put. This corresponds to the 'Input Queues' of the Interaction Workflow Designer (IWD).
Properties: read write event


canBeParent

Type: boolean
True if this thread is closed. If false, this interaction cannot have any child.
Properties: read write event


categoryId

Type: String
ID of the category assigned to this interaction (by manual override at the desktop level).
Properties: read write event


externalId

Type: String
External identifier that was assigned to this interaction.
Properties: read write event


isCategoryApproved

Type: boolean
Tells whether an agent has approved or disapproved the category ID assigned to the interaction. If null, no agent has given a feedback on the suggested category. If true, an agent has approved it. If false, an agent has disapproved it. Note: if false and if the assigned category has the max relevancy of the suggested categories, all the suggested categories are disapproved.
Properties: read write event


isMarkDoneAvailable

Type: boolean
true if this interaction can be stopped with no more processing.
Properties: read event


openInteractionSubType

Type: String
The interaction sub-type.
Properties: read event


openInteractionType

Type: String
The interaction type.
Properties: read event


openMediaType

Type: String
The open media Type.
Properties: read event


parentId

Type: String
Parent identifier of this interaction.
Properties: read event


queue

Type: String
The queue of this interaction. Note that an interaction still is in the queue even when it is handled by an agent or a router.
Properties: read read-default event


structTextMimeType

Type: String
The MIME type of the structuredText field. Must comply with rules described in RFC 2046. See MimeType domain definition for further information.
Properties: read write event


structuredText

Type: String
The structured text of the interaction. It allows easy access to the structured interaction information. For an e-mail whose body is HTML-formatted, the structured text is the HTML body. For a chat transcript, the structured text is some formatted version of the transcript.
Properties: read write event


suggestedCategories

Type: com.genesyslab.ail.ws.interaction.SuggestedCategory[]
The suggested categories for this chat as a list of SuggestedCategory.
Properties: read event


threadId

Type: String
Thread identifier.
Properties: read write event


Method Detail

answer

Answers this interaction.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

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


createInteractionOpenMediaAgentDTO

Creates new InteractionOpenMedia, Inserts it in UCS if in list of saved medias (app option is multimedia/open-media-saved-list).
Parameters:

  agentId  String
   The agent identifier.

  mediaType  String
   Is one of the configured 'business attributes / media type' values, except chat and email.

  interactionType  String
   Is one of the configured 'business attributes / interaction type' values.

  interactionSubType  String
   Is one of the configured 'business attributes / interaction subtype' values.

  id  String
   Is the customer interaction id when interaction is received from a not genesys server.

  queue  String
   To be submitted in.

  subject  String
   Describes the interaction subject.

  parentInteractionId  String
   The parent interaction identifier or null if no parent.

  userData  com.genesyslab.ail.ws.KeyValue[]
   Are the customer data or useful data. 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 to retrieve (interaction.*:*).

Returns:

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

   The attributes of the open media interaction submitted.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadAgentId

  error.interaction.NotAnAgent

  error.interaction.CannotCreateInteraction

  error.common.InteractionServerTimeout

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


createInteractionOpenMediaPlaceDTO

Creates new InteractionOpenMedia, Inserts it in UCS if in list of saved medias (app option is multimedia/open-media-saved-list).
Parameters:

  placeId  String
   The place identifier.

  mediaType  String
   Is one of the configured 'business attributes / media type' values, except chat and email.

  interactionType  String
   Is one of the configured 'business attributes / interaction type' values.

  interactionSubType  String
   Is one of the configured 'business attributes / interaction subtype' values.

  id  String
   Is the customer interaction id when interaction is received from a not genesys server.

  queue  String
   To be submitted in.

  subject  String
   Describes the interaction subject.

  parentInteractionId  String
   The parent interaction identifier or null if no parent.

  userData  com.genesyslab.ail.ws.KeyValue[]
   Are the customer data or useful data. 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 to retrieve (interaction.*:*).

Returns:

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

   The attributes of the open media interaction submitted.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadPlaceId

  error.interaction.CannotCreateInteraction

  error.common.InteractionServerTimeout

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


delete

Deletes this interaction.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId


findInteractions

Find a list of interactions based on a single search argument
Parameters:

  placeId  String
   The place on which the search is to occur.

  column  String
   The name of the column. This name must correspond to a column name in the Interaction Server database. CustomAttachedData are good candidates.

  value  String
   The value to search for.

  attributes  String[]
   Specify which object attributes should be sent back on the network. By default, the pattern used for filtering data is interaction.*:*

  maxResults  int
   The maximum number of interactions to return.

Returns:

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

   List of interactions matching the search criteria

Errors:

  error.common.AilFactoryNotInitialized

  error.interaction.RequestFailed

  error.ErrorPlace.place_not_exist


findInteractionsByQuery

Find a list of interactions using an SQL expression
Parameters:

  placeId  String
   The place on which the search is to occur.

  whereClause  String
   SQL parameterized expression. For example, "iwd_task_type = ? AND queue LIKE ?",

  parameters  Object[]
   Ordered array of parameters applied to the SQL expression. Supported types are string and integer only. For example, new Object [] { "CHILD", "IWD_CHILDPREPORCES%" }

  attributes  String[]
   Specify which object attributes should be sent back on the network. By default, the pattern used for filtering data is interaction.*:*

  maxResults  int
   The maximum number of interactions to return.

Returns:

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

   List of interactions matching the search criteria

Errors:

  error.common.AilFactoryNotInitialized

  error.interaction.RequestFailed

  error.ErrorPlace.place_not_exist


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

  error.common.InteractionServerTimeout

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


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


openInteractions

Find and pull a list of interactions based on a single search argument
Parameters:

  placeId  String
   The place on which the search is to occur.

  column  String
   The name of the column. This name must correspond to a column name in the Interaction Server database. CustomAttachedData are good candidates.

  value  String
   The value to search for.

  reason  String
   The reason for pulling the interactions

  reasonDescription  String
   The description of the reason

  attributes  String[]
   Specify which object attributes should be sent back on the network. By default, the pattern used for filtering data is interaction.*:*

  maxResults  int
   The maximum number of interactions to return.

Returns:

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

   List of interactions matching the search criteria

Errors:

  error.common.AilFactoryNotInitialized

  error.interaction.RequestFailed

  error.ErrorPlace.place_not_exist


openInteractionsByQuery

Find and pull a list of interactions using an SQL expression
Parameters:

  placeId  String
   The place on which the search is to occur.

  whereClause  String
   SQL parameterized expression. For example, "iwd_task_type = ? AND queue LIKE ?",

  parameters  Object[]
   Ordered array of parameters applied to the SQL expression. Supported types are string and integer only. For example, new Object [] { "CHILD", "IWD_CHILDPREPORCES%" }

  reason  String
   The reason for pulling the interactions

  reasonDescription  String
   The description of the reason

  attributes  String[]
   Specify which object attributes should be sent back on the network. By default, the pattern used for filtering data is interaction.*:*

  maxResults  int
   The maximum number of interactions to return.

Returns:

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

   List of interactions matching the search criteria

Errors:

  error.common.AilFactoryNotInitialized

  error.interaction.RequestFailed

  error.ErrorPlace.place_not_exist


placeInQueue

Places an interaction into a queue.
Parameters:

  interactionId  String
   The interaction identifier.

  queue  String
   The queue.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

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


release

Releases this interaction.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

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


stopProcessingIS

Stops workflow of the interaction (delete in interaction server)
Parameters:

  interactionId  String
   The interaction identifier.

  reason  com.genesyslab.ail.ws.interaction.openmedia.OMStopProcessingReason
   The StopProcessingReason reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.interaction.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId


stopProcessingUCS

Deletes interaction from UCS if delete parameter is true, otherwise sets interactionstatus to STOPPED.
Parameters:

  interactionId  String
   The interaction identifier.

  delete  boolean
   Is intercation to delete.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.interaction.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId


submit

Submits this interaction to the Interaction Server..
Parameters:

  interactionId  String
   The interaction identifier.

  queue  String
   the queue where the interaction will be placed in.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

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


transferAgent

Transfers an interaction on another agent.
Parameters:

  interactionId  String
   The interaction identifier.

  agentId  String
   The Agent identifier.

  reason  String
   The transfer reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

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


transferPlace

Transfers an interaction on a place.
Parameters:

  interactionId  String
   The interaction identifier.

  placeId  String
   The place identifier.

  reason  String
   The transfer reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

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


transferQueue

Transfers an interaction on a queue.
Parameters:

  interactionId  String
   The interaction identifier.

  queue  String
   The queue to transfer.

  reason  String
   The transfer reason.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

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


Event Detail

Interaction SDK
(Web Services)