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Desktop SDK Reference

Find Desktop SDK modules, methods, properties, and events with links to their detailed reference pages.

anchorSDK Modules

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Initialize the SDK inside Desktop before using a module. See Get Started with the Desktop SDK.

ModulePurposeDetailed reference
Desktop.configInitialize the SDK and register CRM connectors.Get Started with the Desktop SDK
Desktop.agentConfigJsApiRetrieve paginated idle and wrap-up codes.Agent State and Availability
Desktop.i18nManage localization bundles.Localization
Desktop.actionsRead data, send notifications, add tasks, and control WebRTC calls.Tasks and Call Control, availability, notifications, authentication token
Desktop.loggerCreate and collect widget logs.Logging and Diagnostics
Desktop.agentStateInfoRead agent data and change channel availability.Agent State and Availability, address books and ANI
Desktop.agentContactControl interactions, consultations, conferences, and transfers.Tasks and Call Control, consultation, transfers, events
Desktop.dialerStart outbound calls and update CAD variables.Outbound Calls and Scheduled Callbacks
Desktop.screenpopListen for screen-pop events.Notifications and Screen Pops
Desktop.shortcutKeyRegister shortcut actions and handle conflicts.Keyboard Shortcuts
Desktop.monitoringControl supervisor call monitoring.Supervisor Call Monitoring
Desktop.webexMetricsInternalTrack widget behavioral events; documented as an internal module.Logging and Diagnostics
Desktop.scheduleCallbackManage scheduled callbacks and valid campaign times.Outbound Calls and Scheduled Callbacks
Desktop.popoverManage anchored popovers in sandboxed widgets.Popovers

anchorMethods and Properties

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Each link opens the parameters, examples, responses, and restrictions for that API member. Deprecation notes identify legacy APIs; use the documented replacement where one is available.

Get Started with the Desktop SDK
API memberPurposeStatus
init(config)Initiates the configuration module to start utilizing any of the Desktop modules.—
registerCrmConnector()The registerCrmConnector method is introduced as a new function to register a CRM connector.—
clientLocaleRequests system data such as locale of the client.—
getToken()Retrieves the authentication token used for SSO authentication.—
Agent State and Availability
API memberPurposeStatus
fetchPaginatedAuxCodesRetrieves the current idle codes or the current wrap up codes.—
getIdleCodes()Retrieves the current idle codes.Deprecated; use fetchPaginatedAuxCodes
getWrapUpCodes()Retrieves the wrap up codes.Deprecated; use fetchPaginatedAuxCodes
getMediaTypeQueue(mediaType)Retrieves the current media queue for one channel type.—
latestDataFetches the latest user related information.—
stateChange(state, auxCodeIdArray)Changes the state of an agent.Deprecated; use stateChangeV2
stateChangeV2(channelType, state, auxCodeId, reason, agentId)Changes the state of a particular channel for the agent.—
addEventListenerListens to an event named updated that is logged if the dn, status, or subStatus field is changed.—
Tasks and Call Control
API memberPurposeStatus
addCustomTask()Adds a new custom task within your widget.—
getTaskMap()Retrieves the full list of tasks that are assigned to an agent at a given time.—
acceptWebRtcCall()Accepts an incoming WebRTC call.—
declineWebRtcCall()Declines an incoming WebRTC call.—
toggleMuteUnmuteWebRtcCall()Toggles the mute/unmute state for an active WebRTC call.—
sendDtmf(dtmfData)Sends Dual-Tone Multi-Frequency (DTMF) signals during an active call.—
accept()Accepts an incoming task.Future deprecation
end()Ends an interaction for a specific task.Future deprecation
wrapup()Wraps up work for a task.Future deprecation
hold()Places a voice call on hold.—
unHold()Resumes a voice call that is placed on hold.—
pauseRecording()Pauses a call recording while obtaining sensitive information such as credit card information from the customer.Future deprecation
resumeRecording()Resumes a voice call recording that is paused.Future deprecation
acceptV2()Accepts an incoming task.—
endV2()Ends an interaction for a specific task.—
cancelTaskV2()Ends an interaction for a specific task.—
pauseRecordingV2()Pauses a call recording while obtaining sensitive information such as credit card information from the customer.—
resumeRecordingV2()Resumes a voice call recording that is paused.—
wrapupV2()Wraps up work for a task.—
Consultation and Conferences
API memberPurposeStatus
consultAccept()Accepts a consult task.—
buddyAgents()Fetches the list of agents available for consult call and conference call.Deprecated; use buddyAgentsV2
consult()Initiates a consult request with an agent, a dial number (DN), or a queue.Deprecated; use consultV2
consultConference()Initiates a conference request with one of the agents from the list of buddyAgents.Deprecated; use consultConferenceV2
consultEnd()Ends a consult request.Deprecated; use consultEndV2
decline()Declines a consult request.—
cancelCtq()Cancels a consult to queue request.—
consultV2()Initiates a consult request with an agent, a dial number (DN), a entrypoint or a queue.—
consultEndV2()Ends a consult request.—
consultConferenceV2()Initiates a conference request with consulting agent.—
exitConference()exits a conference request.—
buddyAgentsV2()Fetches the list of agents available for consult call and conference call.—
dropConferenceParticipant()Removes a participant from an active conference.—
Transfer Contacts
API memberPurposeStatus
vteamList()Retrieves a list of vTeams (queues) available for transfer.—
vteamTransfer()Initiates a vTeam transfer request.Future deprecation
blindTransfer()Initiates a blind transfer request.Future deprecation
consultTransfer()Initiates a consult transfer request.Future deprecation
consultTransferV2()Initiates a consult transfer request.—
blindTransferV2()Initiates a blind transfer request.—
vteamTransferV2()Initiates a vTeam transfer request.—
Outbound Calls and Scheduled Callbacks
API memberPurposeStatus
fetchAddressBooks()Retrieves the address book details.—
mockOutdialAniList()Fetches the ANI list that is used for an outdial call.—
startOutdial(data)Initiates an outdial call.—
updateCadVariables()Updates the Call-Associated Data (CAD) variables of a task.—
fetchByAssigneeAgentId(data)Fetches scheduled callbacks for a given assignee agent ID.—
fetchByCallbackPhoneNumber(data)Fetches scheduled callbacks for a given callback phone number.—
createScheduleCallback(data)Creates a new scheduled callback entry.—
updateCallBackDetails(data)Updates an existing scheduled callback entry.—
deleteScheduleCallback(data)Deletes a scheduled callback entry by its unique identifier.—
getValidCampaignTimes(data)Retrieves valid campaign callback time slots for a given campaign and agent.—
Notifications and Screen Pops
API memberPurposeStatus
fireGeneralSilentNotification(raw)Triggers silent notifications.—
fireGeneralAutoDismissNotification(raw)Triggers the auto-dismiss notification.—
fireGeneralAcknowledgeNotification(raw)Triggers the acknowledge notification.—
Keyboard Shortcuts
API memberPurposeStatus
register()Registers the shortcut key actions.—
getRegisteredKeys()Retrieves the registered shortcut keys with the modifiers.—
DEFAULT_SHORTCUT_KEYSRead default shortcut keys.—
MODIFIERSRead shortcut modifiers.—
REGISTERED_KEYSRead registered keys without modifiers.—
unregisterKeys()Unregisters the shortcut keys.—
listenKeyPress(callback)Listens to shortcut key press.—
listenKeyConflict(callback)Listens to shortcut key conflicts.—
listenConflictResolved(callback)Listens to shortcut key conflict resolved status.—
Popovers
API memberPurposeStatus
open(options)Opens a popover and renders the specified custom element inside it.—
close()Closes the popover opened by your widget.—
resize(dimensions)Resizes the open popover.—
isActive()Returns true when the current code is running inside a popover (that is, your widget was loaded as popover content).—
onOpen(callback) / onClose(callback)Subscribe to popover lifecycle events.—
Localization
API memberPurposeStatus
init(initOptions)Initiates the localization module.—
createInstance(createOptions)Creates the localization bundles for lit-element based widgets.—
createMixin()Creates the localization (i18n) service instance into lit-element mixing.—
getMergedInitOptions()Adds or merges your localization package with the existing set of packages in Desktop.—
cleanup()Triggers the clean up when init service returns an undefined response.—
Logging and Diagnostics
API memberPurposeStatus
createLogger(my-custom-component)Initializes the logger for third-party widgets that help in logging related information to a particular component.—
browserDownloadLogsJson(my-custom-component)Downloads logs as a JSON file for the my-custom-component prefix.—
browserDownloadLogsText(my-custom-component)Downloads logs as a text file for the my-custom-component prefix.—
getLogsCollection(my-custom-component)Retrieves logs as a collection of objects for the my-custom-component prefix.—
getLogsJsonUrl(my-custom-component)Retrieves logs as a Base64 encoded URL to initiate browser download as a JSON file for the my-custom-component prefix.—
getLogsTextUrl(my-custom-component)Retrieves logs as a Base64 encoded URL to initiate browser download as a text file for the my-custom-component prefix.—
cleanupPrefixedLogs(my-custom-component)Cleans up logs from the local storage for the my-custom-component prefix.—
trackBehavioralEventLog widget behavioral events; documented as an internal API.—
Supervisor Call Monitoring
API memberPurposeStatus
startMonitoring()The Desktop.monitoring.startMonitoring request monitors the calls received by an agent.—
holdMonitoring()The Desktop.monitoring.holdMonitoring request pauses the call monitoring requests.—
unHoldMonitoring()The Desktop.monitoring.unHoldMonitoring request resumes call monitoring that was paused earlier.—
endMonitoring()The Desktop.monitoring.endMonitoring request ends active call monitoring requests.—
bargeIn()The Desktop.monitoring.bargeIn request allows a supervisor to barge into an ongoing call between an agent and a customer, that is already being monitored.—

anchorEvents and Subscriptions

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For widget mounting behavior and listener cleanup, see Contact Events and Subscriptions.

Event or listenerDetailed reference
addEventListener(event, handler)Contact Events and Subscriptions
removeEventListener(event, handler)Contact Events and Subscriptions
addOnceEventListener(event, handler)Contact Events and Subscriptions
removeOnceEventListener(event, handler)Contact Events and Subscriptions
removeAllEventListeners()Contact Events and Subscriptions
eParticipantLeftConferenceContact Events and Subscriptions
eAgentContactEndedContact Events and Subscriptions
eAgentCampaignContactUpdatedContact Events and Subscriptions; SDK 3
eContactOwnerChangedContact Events and Subscriptions; SDK 3
eParticipantJoinedConferenceContact Events and Subscriptions; SDK 3
eAgentConsultConferencingContact Events and Subscriptions; SDK 3
eAgentConsultTransferringContact Events and Subscriptions; SDK 3
eAgentContactContact Events and Subscriptions
eAgentContactAssignedContact Events and Subscriptions
eAgentContactAssignFailedContact Events and Subscriptions
eAgentContactWrappedUpContact Events and Subscriptions
eAgentContactAniUpdatedContact Events and Subscriptions
eAgentOfferContactContact Events and Subscriptions
eAgentOfferContactRonaContact Events and Subscriptions
eAgentOfferConsultContact Events and Subscriptions
eAgentWrapupContact Events and Subscriptions
eAgentContactHeldContact Events and Subscriptions
eAgentContactUnHeldContact Events and Subscriptions
eCallRecordingStartedContact Events and Subscriptions
eResumeRecordingContact Events and Subscriptions
ePauseRecordingContact Events and Subscriptions
eConsultTransferContact Events and Subscriptions
eAgentblindTransferredContact Events and Subscriptions
eAgentvteamTransferContact Events and Subscriptions
eAgentConsultCreatedContact Events and Subscriptions
eAgentConsultConferencedContact Events and Subscriptions
eAgentConsultEndedContact Events and Subscriptions
eAgentCtqCancelledContact Events and Subscriptions
eAgentConsultConferenceEndedContact Events and Subscriptions
eAgentConsultingContact Events and Subscriptions
eAgentConsultFailedContact Events and Subscriptions
eAgentConsultEndFailedContact Events and Subscriptions
eAgentCtqFailedContact Events and Subscriptions
eAgentCtqCancelFailedContact Events and Subscriptions
eAgentConsultConferenceEndFailedContact Events and Subscriptions
eAgentMonitorStateChangedContact Events and Subscriptions
eAgentMonitoringEndedContact Events and Subscriptions
eAgentOfferCampaignReservedContact Events and Subscriptions
eAgentAddCampaignReservedContact Events and Subscriptions
eOutdialFailedOutbound Calls and Scheduled Callbacks
eScreenPopNotifications and Screen Pops
eMonitoringOfferedSupervisor Call Monitoring
eMonitoringRequestCreateFailedSupervisor Call Monitoring
eMonitoringStartedSupervisor Call Monitoring
eMonitoringFailedSupervisor Call Monitoring
eMonitoringHeldSupervisor Call Monitoring
eMonitoringHoldFailedSupervisor Call Monitoring
eMonitoringUnHeldSupervisor Call Monitoring
eMonitoringUnHoldFailedSupervisor Call Monitoring
eMonitoringEndedSupervisor Call Monitoring
eMonitoringEndFailedSupervisor Call Monitoring
eAgentMonitorStateChangedSupervisor Call Monitoring
eAgentMonitorStateChangeFailedSupervisor Call Monitoring
updatedAgent State and Availability; global fields only
eAgentChannelStateChangedAgent State and Availability; granular channel states

anchorWidget Data

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For STORE fields and layout bindings, see Widget Data and Desktop Layout.

anchorVersion and Availability Notes

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  • The SDK runs in widgets embedded within Desktop; it does not create a separate Desktop.
  • With granular state control, use stateChangeV2, STORE.agent.channelsStatesMap, and eAgentChannelStateChanged. Global subStatus and the updated state-change event are not valid for that flow.
  • The Popover APIs are available only in the isolated environment Desktop provides for custom widgets.
  • The Webex Metrics module is documented as internal; its presence in this index does not establish availability for third-party widgets.

anchorRelated Pages

anchor
  • Agent Desktop overview
  • Build Custom Widgets
In This Article
  • SDK Modules
  • Methods and Properties
  • Events and Subscriptions
  • Widget Data
  • Version and Availability Notes
  • Related Pages

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