Interaction SDK
(Web Services)

Service: InteractionService


This service is used to set/retrieve the interaction attributes from a Dn, Place, Agent or Interaction.
Attribute Summary
com.genesyslab.ail.ws.interaction.AttachedData[] interaction:addAttachedData
           Adds the attached data to this interaction.
String interaction:agentId
           The agent who has processed this interaction.
com.genesyslab.ail.ws.interaction.AttachedData[] interaction:attachedData
           The data attached to this interaction.
String interaction:contactId
           The ID of this interaction's contact.
byte[] interaction:contentBinary
           The interaction's binary content.
String interaction:contentBinaryMimeType
           The MIME type of the binary content. Complies with rules described in the RFC 2046.
int interaction:countOtherPendingInteractions
           The number of pending interactions for this contact. Counts all the interactions (except this one) that are pending for the same contact.
long interaction:dateCreated
           The date of creation of this interaction.
boolean interaction:done
           true if the interaction has been marked as terminated.
long interaction:endDate
           The time (UTC) when the interaction processing ended.
com.genesyslab.ail.ws.interaction.InteractionEventReason interaction:eventReason
           The reason of this event.
com.genesyslab.ail.ws.interaction.InteractionExtension[] interaction:extensions
           Extended information about this interaction event.
String interaction:interactionId
           The interaction identifier.
com.genesyslab.ail.ws.interaction.InteractionType interaction:interactionType
           The type of this interaction.
com.genesyslab.ail.ws.interaction.AttachedData[] interaction:modifiedAttachedData
           Present when attached data may have changed through an interaction event. Contains all attached data, not only the modified ones.
String interaction:notepad
           The notepad of this interaction.
String interaction:outboundChainId
           The outbound chain identifier associated to this interaction.
String interaction:parentInteractionId
           The parent interaction. The parent interaction is the interaction to which this interaction replies; it is null if this interaction does not reply to another interaction.
String interaction:placeId
           The associated place identifier.
String[] interaction:removeAttachedData
           Removes the data attached to this interaction.
com.genesyslab.ail.ws.interaction.InteractionStatus interaction:status
           The current status of this interaction.
String interaction:subject
           The subject of the interaction. Can be used, for instance, to display the interaction in a list box. The string stored in this attribute must be decoded (from MIME-encoded format, for e-mails). For e-mails, it is the subject. For chat, it is the chat session summary. For a phone call, it can be entered by the agent.
String interaction:text
           The displayable text of the interaction, without any structure or format information. To get the structured text for e-mails, use the 'structuredText' attribute. It allows easy access to the interaction information. For emails, it's the plain text body (if any). For chat, it's the text version of the transcript. For Cobrowse, it might include all the hyperlinks which have been cobrowsed. Not applicable for voice.

Method Summary
com.genesyslab.ail.ws.interaction.InteractionDTO createInteractionForPlaceDTO
           Creates new InteractionMultiMedia without submitting it, uses submit method in InteractionMultimedia to put it into workflow. Valid interaction types are only EMAILOUT_REPLY, EMAILOUT or PHONE_CALL. Valid parent interactions are null if no parent or Chat, EmailIn or Voice interaction.
com.genesyslab.ail.ws.interaction.InteractionDTO createInteractionOnMediaForPlaceDTO
           Creates a new interaction on a Dn of this place. For voice interactions: The Dn will be affected when you call makeCall(). For instant messaging interactions, if your place handles a SIP DN, specify MediaType.CHAT in parameters.
com.genesyslab.ail.ws.interaction.AttachedData[] getAttachedData
           Retrieves the requested attached data on this interaction.
com.genesyslab.ail.ws.interaction.InteractionDTO[] getInteractionArchivesDTO
           Retrieves the interactions attributes with these DBIDs in the Archive database, if it exists.
com.genesyslab.ail.ws.interaction.InteractionDTO[] getInteractionsDTO
           Retrieves all the requested attributes on these interactions.
com.genesyslab.ail.ws.interaction.InteractionAgentDTO[] getInteractionsDTOFromAgent
           Retrieves all the requested attributes from the interactions on these agents.
com.genesyslab.ail.ws.interaction.InteractionDnDTO[] getInteractionsDTOFromDn
           Retrieves all the requested attributes from the interactions on these DNs.
com.genesyslab.ail.ws.interaction.InteractionPlaceDTO[] getInteractionsDTOFromPlace
           Retrieves all the requested attributes from the interactions on these places.
com.genesyslab.ail.ws.interaction.InteractionDTO openInteractionForAgentDTO
           Opens a workbin interaction for an agent.
com.genesyslab.ail.ws.interaction.InteractionDTO openInteractionForPlaceDTO
           Opens a workbin interaction for a place. Once the interaction is opened, it goes onto the specified place for treatment.
com.genesyslab.ail.ws.interaction.InteractionError[] setInteractionsDTO
           Sets attributes on these interactions.

Event Summary
ContactChangedEvent
           Contact Changed event.
InteractionEvent
           Interaction event.

Attribute Detail

Attributes of domain interaction

Interaction attributes definition


addAttachedData

Type: com.genesyslab.ail.ws.interaction.AttachedData[]
Adds the attached data to this interaction.
Properties: write


agentId

Type: String
The agent who has processed this interaction.
Properties: read read-default event-default event


attachedData

Type: com.genesyslab.ail.ws.interaction.AttachedData[]
The data attached to this interaction.
Properties: read read-default write


contactId

Type: String
The ID of this interaction's contact.
Properties: read read-default write event


contentBinary

Type: byte[]
The interaction's binary content.
Properties: read write


contentBinaryMimeType

Type: String
The MIME type of the binary content. Complies with rules described in the RFC 2046.
Properties: read write


countOtherPendingInteractions

Type: int
The number of pending interactions for this contact. Counts all the interactions (except this one) that are pending for the same contact.
Properties: read


dateCreated

Type: long
The date of creation of this interaction.
Properties: read read-default event


done

Type: boolean
true if the interaction has been marked as terminated.
Properties: read read-default write


endDate

Type: long
The time (UTC) when the interaction processing ended.
Properties: read read-default event


eventReason

Type: com.genesyslab.ail.ws.interaction.InteractionEventReason
The reason of this event.
Properties: event-default event


extensions

Type: com.genesyslab.ail.ws.interaction.InteractionExtension[]
Extended information about this interaction event.
Properties: event


interactionId

Type: String
The interaction identifier.
Properties: event-default event


interactionType

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


modifiedAttachedData

Type: com.genesyslab.ail.ws.interaction.AttachedData[]
Present when attached data may have changed through an interaction event. Contains all attached data, not only the modified ones.
Properties: event


notepad

Type: String
The notepad of this interaction.
Properties: read read-default write event


outboundChainId

Type: String
The outbound chain identifier associated to this interaction.
Properties: read event


parentInteractionId

Type: String
The parent interaction. The parent interaction is the interaction to which this interaction replies; it is null if this interaction does not reply to another interaction.
Properties: read read-default event


placeId

Type: String
The associated place identifier.
Properties: read event


removeAttachedData

Type: String[]
Removes the data attached to this interaction.
Properties: write


status

Type: com.genesyslab.ail.ws.interaction.InteractionStatus
The current status of this interaction.
Properties: read read-default event-default event


subject

Type: String
The subject of the interaction. Can be used, for instance, to display the interaction in a list box. The string stored in this attribute must be decoded (from MIME-encoded format, for e-mails). For e-mails, it is the subject. For chat, it is the chat session summary. For a phone call, it can be entered by the agent.
Properties: read read-default write event


text

Type: String
The displayable text of the interaction, without any structure or format information. To get the structured text for e-mails, use the 'structuredText' attribute. It allows easy access to the interaction information. For emails, it's the plain text body (if any). For chat, it's the text version of the transcript. For Cobrowse, it might include all the hyperlinks which have been cobrowsed. Not applicable for voice.
Properties: read read-default write event


Method Detail

createInteractionForPlaceDTO

Creates new InteractionMultiMedia without submitting it, uses submit method in InteractionMultimedia to put it into workflow. Valid interaction types are only EMAILOUT_REPLY, EMAILOUT or PHONE_CALL. Valid parent interactions are null if no parent or Chat, EmailIn or Voice interaction.
Parameters:

  placeId  String
   The place identifier.

  type  com.genesyslab.ail.ws.interaction.InteractionType
   The interaction type.

  interactionParentId  String
   The interaction parent identifier. Can be null.

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

Returns:

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

   The attributes of the new Interaction not submitted.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadPlaceId

  error.common.InteractionServerTimeout

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


createInteractionOnMediaForPlaceDTO

Creates a new interaction on a Dn of this place. For voice interactions: The Dn will be affected when you call makeCall(). For instant messaging interactions, if your place handles a SIP DN, specify MediaType.CHAT in parameters.
Parameters:

  placeId  String
   The place identifier.

  mediaType  com.genesyslab.ail.ws.place.MediaType
   The type of interaction to create. Valid media are MediaType.VOICE, MediaType.EMAIL, MediaType.CHAT.

  interactionParentId  String
   The new interaction will be threaded to this parent interaction. This parameter is valid for MediaType.EMAIL media. The contact ID is also put in the new interaction.

  queue  String
   The queue on which this interaction must be created. Can be null for voice interactions.

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

Returns:

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

   The attributes of the new Interaction not submitted.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.BadPlaceId

  error.common.InteractionServerTimeout

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


getAttachedData

Retrieves the requested attached data on this interaction.
Parameters:

  interactionId  String
   The interaction identifier.

  attachedDataKeys  String[]
   The attached data keys to retrieve, if null retrieve all the attached data. The key value can be a regular expression under the folllowing form /regular expression/, for example :/.*KEY*./ .

Returns:

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

   The resquested attached data.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId


getInteractionArchivesDTO

Retrieves the interactions attributes with these DBIDs in the Archive database, if it exists.
Parameters:

  contactServerIds  String[]
   The ID of the Interaction in the contact server archive database (also called DBID).

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

Returns:

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

   The attributes for each interaction. NB : if the interaction identifier is invalid, it does not return data for the associated interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid


getInteractionsDTO

Retrieves all the requested attributes on these interactions.
Parameters:

  interactionIds  String[]
   The interaction identifiers.

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

Returns:

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

   The attributes for each interaction. NB : if the interaction identifier is invalid, it does not return data for the associated interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid


getInteractionsDTOFromAgent

Retrieves all the requested attributes from the interactions on these agents.
Parameters:

  agentIds  String[]
   The agent identifiers.

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

Returns:

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

   The attributes for each interaction on each agent. NB : if the agent identifier is invalid, it does not return data for the associated agent.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid


getInteractionsDTOFromDn

Retrieves all the requested attributes from the interactions on these DNs.
Parameters:

  dnIds  String[]
   The DN identifiers.

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

Returns:

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

   The attributes for each interaction on each DN. NB : if the dn identifier is invalid, it does not return data for the associated dn.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid


getInteractionsDTOFromPlace

Retrieves all the requested attributes from the interactions on these places.
Parameters:

  placeIds  String[]
   The place identifiers.

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

Returns:

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

   The attributes for each interaction on each place. NB : if the place identifier is invalid, it does not return data for the associated place.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid


openInteractionForAgentDTO

Opens a workbin interaction for an agent.
Parameters:

  agentId  String
   The agent identifier.

  interactionId  String
   The interaction identifier of the draft, failed, or pending e-mail to open.

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

Returns:

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

   The attributes of the pulled interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.interaction.CannotOpenInteraction

  error.interaction.BadAgentId

  error.interaction.BadAgentType

  error.common.InteractionServerTimeout

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


openInteractionForPlaceDTO

Opens a workbin interaction for a place. Once the interaction is opened, it goes onto the specified place for treatment.
Parameters:

  placeId  String
   The place identifier.

  interactionId  String
   The interaction to be pulled.

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

Returns:

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

   The attributes of the pulled interaction, or null if the given ID is incorrect.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.common.ParameterInvalid

  error.interaction.BadInteractionId

  error.common.InteractionServerTimeout

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


setInteractionsDTO

Sets attributes on these interactions.
Parameters:

  datas  com.genesyslab.ail.ws.interaction.InteractionDTO[]
   The interaction DTO data (interaction.**:*).

Returns:

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

   The attribute errors for each interaction.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.ParameterInvalid

  error.common.RequestFailed
  

  error.interaction.SaveFailed
  

  error.common.InteractionServerTimeout
  

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


Event Detail

ContactChangedEvent

Contact Changed event.
Available attributes:  interaction:interactionId and interaction:contactId

Filters:

Triggers:

  Key:  AGENT   Value: agentId  -  Subscribes on this agent

  Key: PLACE   Value: placeId  -  Subscribes on this place

  Key: DN   Value: dnId  -  Subscribes on this DN


InteractionEvent

Interaction event.
Available attributes:  interaction:* and interaction.*:*

Filters:

  Key: EVENT_REASON   Value: one event reason value.  -  See EventReason definition

  Key: STATUS_CHANGED   Value: one status value.  -  See InteractionStatus definition

  Key: INTERACTION_TYPE   Value: one interaction value.  -  See InteractionType definition

Triggers:

  Key: AGENT   Value: agentId  -  Subscribes on this agent

  Key: PLACE   Value: placeId  -  Subscribes on this place

  Key: DN   Value: dnId  -  Subscribes on this DN


Interaction SDK
(Web Services)