Desktop provides all your customer interactions—voice, chat, email, and social chat including Facebook Messenger and SMS within one unified desktop experience. Application switching can be minimized with integrated CRM and other business applications. ### Technical Overview The following diagram shows the relationships between the various micro front ends and services. **Figure 1. Desktop Architecture** ![diagram of desktop architecture](https://s3.amazonaws.com/devportal.cms.intgus1/agentx_architecture_4a33dac1d3.svg) ## Widgets and Activities ### Custom Widgets #### Build a Custom Widget The Webex Contact Center Desktop supports extensions in the form of widgets. Widgets are essential components for desktop customization. A widget is a component with some specific encapsulated functionality, exported as a custom HTML element that is placed within the desktop. We recommend these custom HTML elements to be Web Components also, because any widget ends up being placed inside a nested tree of Shadow Roots, and will require a Shadow Document Object Model (DOM) of its own to be enabled for styling encapsulation. Learning that any widget for Webex Contact Center Desktop must be a Web Component or an embedded iFrame, a developer might feel forced into a technology. However, the developer can build these components on any compatible framework. The only requirement is that the custom widget must be exported as a Web Component. This is to ensure that any functionality is wrapped into a single custom HTML element that is defined within the JS bundle, with Shadow DOM enabled. The following are a few examples for custom widgets: - If you choose to build your widget in Angular JavaScript, make sure that your Angular version supports [Angular Elements](https://angular.io/guide/elements) (added in version 6), and your application is exported as an Angular Element. - If you choose to build your application in React (similar to parts of Desktop), you can wrap your React application into a custom HTML element and enable Shadow DOM manually, or use some of the open-source solutions that automate this process for you. For example, [Direflow](https://direflow.io/). - There are various other frameworks that are fully prepared to consume Web Components and be exported as Web Components. For reference, you can use https://custom-elements-everywhere.com that regularly runs automated tests against popular frameworks to check their ongoing compatibility. You do not have to use a framework to build a web application to be exported as a widget. In fact, all examples in this documentation reference vanilla JavaScript. The following are the different types of custom widgets: - Header widgets - Navigation (custom page) widgets - Persistent widgets - Headless widgets For more information on custom widgets, see the [Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_8230815F4023699032326F948C3F1495) section in the _Provisioning_ chapter of the _Cisco Webex Contact Center Setup and Administration Guide_. For more information on sample custom widgets, see https://github.com/CiscoDevNet/webex-contact-center-widget-starter/tree/master/Examples. ##### iFrame Widgets The iFrame widget is a special widget that can be used to embed a different application. The iFrame widget creates an HTML iFrame and renders your application. The Content Security Policy (CSP) headers are required in the iFrame widget URL's response headers. To enable CSP headers for your application that you are embedding, see [Content Security Policy (CSP)](https://developer.mozilla.org/en-US/docs/Web/HTTP/CSP) and [CSP: frame-ancestors](https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Content-Security-Policy/frame-ancestors). The application should allow `*.cisco.com` as a valid frame-ancestor in the CSP header. **Example** ```javascript Content-Security-Policy: frame-ancestors 'self' https://*.cisco.com; ``` **Note:** If the `setTimeout` and `setInterval` methods are used in developing a widget, consider the recent Google Chrome throttling impact. For more information, see https://developer.chrome.com/blog/timer-throttling-in-chrome-88/. The `Web Workers` API can be used to run timers with a chain count of more than five, and each count is less than a minute. For more information, see https://developer.mozilla.org/en-US/docs/Web/API/Web_Workers_API/Using_web_workers. #### Get Started We suggest to have a setup in which you are able to place your widget in a larger Desktop environment. For reference, you can use one of our boilerplate projects available at the Cisco DevNet Git Hub community: https://github.com/CiscoDevNet/webex-contact-center-widget-starter. Alternatively, we suggest you to have a sandbox environment where you are able to place your widget (Web Component) in a constrained container and have an opportunity to test the following: - Responsive behavior for various container sizes (from preferred to full screen). **Note:** Responsive web components make your webpage visually appealing on all devices and are easy to use. You must use responsive iFrame widgets. For more information, see the [Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_8230815F4023699032326F948C3F1495) section in the _Provisioning_ chapter of the _Cisco Webex Contact Center Setup and Administration Guide_. - Overflow behavior on how your widget appears and behaves when its contents overflow on either X or Y axis (that is, scrollbars). - Reacting to data passed into the widget. For more information about reactive component practices, see Reactive Property or Attribute Change. - Light or Dark mode support (if you are using our Momentum UI Web Component library). #### Define Property or Attribute Interface **Prerequisite:** You must have an understanding of working with the Web Components and custom HTML elements. For more information, see [MDN documentation](https://developer.mozilla.org/en-US/docs/Web/Web_Components/Using_custom_elements). Your custom element may extend the `HTMLElement` class or the one that inherits from `HTMLElement` class. **Example** ```javascript class MyCustomElement extends HTMLElement { constructor() { // Always call super first in constructor super(); const shadow = this.attachShadow({ mode: "open" }); // write element functionality in here } } ``` To define properties and attributes, assign the default values to them in the constructor. **Note:** Any property can be passed as an attribute as long as it accepts data of the String or Boolean data types. For more information, see [Javascript.info](https://javascript.info/dom-attributes-and-properties). **Example** ```javascript class MyCustomElement extends HTMLElement { constructor() { // Always call super first in constructor super(); const shadow = this.attachShadow({ mode: "open" }); this.width = "100px"; this.height = "100px"; this.active = true; // Data of types Array, Object, Map, Set, etc. cannot be passed as an attribute this.options = []; } } ``` #### Reactive Property or Attribute Change To retrieve the latest data through attributes and properties from Desktop (widget ` connectedCallback()`), rely on the `HTMLElement` lifecycle methods. For more information, see [MDN documentation](https://developer.mozilla.org/en-US/docs/Web/Web_Components/Using_custom_elements). **Note:** If lifecycle methods are not specified, your component will not react to new data that is being passed to it after the initial render. **Example** ```javascript class MyCustomElement extends HTMLElement { constructor() { // Always call super first in constructor super(); const shadow = this.attachShadow({ mode: "open" }); this.width = "100px"; this.height = "100px"; this.active = true; // Data of types Array, Object, Map, Set, etc. cannot be passed as an attribute this.options = []; } attributeChangedCallback(name, oldValue, newValue) { console.log("Custom element attributes changed.", name); } } ``` #### Data Provider—Widget Properties and Attributes **Note:** To receive real-time data through properties or attributes inside a custom widget, it has to be assigned appropriately in the layout JSON configuration by the administrator. For more information on JSON layout, see the [Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_8230815F4023699032326F948C3F1495) section in the _Provisioning_ chapter of the _Cisco Webex Contact Center Setup and Administration Guide_. In addition to accessing data through JavaScript SDK subscribers, you can request data to be passed also through properties or attributes. If your component is built to react to changes in property or attribute, you will always get updated data this way from the single source of truth, the Desktop. We call it a data provider. Currently, we have a single data provider under the key STORE. Below, you will find a breakdown of all possible data and type definitions that is available through the STORE key: - STORE.agent - STORE.agentContact - STORE.app - STORE.auth - STORE.generalNotifications - STORE.dynamic ##### STORE.agent (Agent Profile Attributes) | Name | Type | Description | | --------------------------------------------- | ------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | STORE.agent.agentId | String | Unique identifier of the agent. | | STORE.agent.agentName | String | Name of the agent. | | STORE.agent.agentPhoto | String | The URL of the agent picture in JPG format. | | STORE.agent.allowConsultToQueue | Boolean | Determines whether to consult an active call to a queue. The default value is false.
- True—Enables the consult call to a queue.
- False—Disables the consult call to a queue. | | STORE.agent.dnNumber | String | The dial number to the entry point entered by an agent in the Station Credentials dialog box. | | STORE.agent.enterpriseId | String | Unique database identifier of the tenant. | | STORE.agent.agentEmailId | String | Email ID of the agent. | | STORE.agent.channels | Object | The number of contacts that an agent can handle on each media channel at a given time. The media channels include chat, email, voice, and social. | | -->voiceCount | Number | The number of voice calls that an agent can handle at a given time. The default value is 0. | | -->chatCount | Number | The number of chat requests that an agent can handle at a given time. The default value is 0. | | -->emailCount | Number | The number of email requests that an agent can handle at a given time. The default value is 0. | | –>socialCount | Number | The number of social channel requests that an agent can handle at a given time. The social channels include Facebook Messenger and SMS. The default value is 0. | | STORE.agent.idleCodes | Array | The idle reason codes indicate that the agent is not ready to accept any routed requests. Example: Idle, Coffee break, Meeting, Tea. For more information, see STORE.agent.idleCodes. | | STORE.agent.idleStatusTimestamp | Date | The idle state timestamp which displays the current time and the total time that an agent was in the idle state.
For more information on timer details, see the [State and Connected Timers](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/desktop_20/webexcc_b_20-desktop-user-guide/webexcc_b_30-cisco-webex-contact-center-agent_chapter_00.html#reference_9B503B32A2CC4581D1DB292777F486E5) section in the _Introduction_ chapter of the _Cisco Webex Contact Center Agent Desktop User Guide_. | | STORE.agent. isAgentAvailableAfterOutdial | Boolean | Determines whether an agent is available or not after the outdial call ends. The default value is false.
- True—The agent is available after the outdial call ends, and the agent state is set as Available.
- False—The agent is not available after the outdial call ends, and the agent state is set as Idle. | | STORE.agent.isAdhocDialingEnabled | Boolean | Determines whether an agent can use a phone number that is not stated in the enterprise address book to make an outdial call. The default value is false.
- True—An agent is allowed to use phone numbers (using the **Dialpad**) that are not stated in the enterprise address book to make an outdial call.
- False—An agent is allowed to use only the phone numbers that are stated in the enterprise address book to make an outdial call. | | STORE.agent.isCampaignManagementEnabled | Boolean | Determines whether the outbound campaign call feature is enabled or not. The default value is false.
- True—Enables the outbound campaign call feature for an agent.
- False—Disables the outbound campaign call feature for an agent. | | STORE.agent.isEndCallEnabled | Boolean | Determines whether an agent can end a voice call or not. The default value is false.
- True—Enables an agent to end a voice call.
- False—Disables an agent to end a voice call, and the agent must ask the customer to end the voice call. | | STORE.agent.isEndConsultEnabled | Boolean | Determines whether an agent can end a consult call or not. The default value is true.
- True—Enables an agent to end a consult call.
- False—Disables an agent to end a consult call. | | STORE.agent.isOutboundEnabledForAgent | Boolean | Determines whether an agent is allowed to make an outdial call or not. The default value is false.
- True—Enables an agent to make an outdial call.
- False—Disables an agent to make an outdial call. | | STORE.agent.isOutboundEnabledForTenant | Boolean | Determines whether the outdial feature is enabled for a tenant or not. The default value is false.
- True—Enables the outdial feature for a tenant.
- False—Disables the outdial feature for a tenant. | | STORE.agent.campaignManagerAdditionalInfo | String | Additional details of the campaign manager. | | STORE.agent.siteId | String | Unique identifier of the site. | | STORE.agent.usesOtherDN | Boolean | Determines whether the Dial Number (DN) of any other format is allowed or not.
- True—Allows any other format.
- False—Allows only the US format. | | STORE.agent.outDialEp | String | Refers to the outdial entry point. | | STORE.agent.outdialAniList | Object | Options of the outdial ANI list. | | -->id | String | Unique Identifier for the outdial ANI. | | -->name | String | Name of the outdial ANI. | | STORE.agent.profileType | String | The routing type associated with an agent's multimedia profile. The routing type allows an agent to handle number of contacts for a media channel at a given time. The routing types include Blended, Blended Real-time, and Exclusive. | | STORE.agent.subStatus | String | An agent availability state. The following are the agent availability states:
- Available
- Idle states that are configured by the administrator
- RONA (Redirection on No Answer) | | STORE.agent.subStatusChangeTimestamp | Date | Agent availability state timestamp which displays the time that an agent has been in the current state. The state includes Available, Idle, or RONA.
The state timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). When you change state (for example, from Available to any Idle), the timer resets to 00:00. | | STORE.agent.teamId | String | Unique identifier of the team. | | STORE.agent.teamName | String | Name of the team. | | STORE.agent.wrapUpData | Object | Options of the wrap up data. For more information, see STORE.agent.wrapUpData. | | STORE.agent.isTimeoutDesktopInactivityEnabled | String | Determines whether the Desktop Inactivity Timeout feature is enabled or not. The default value is No.
- Yes—Enables the Desktop Inactivity Timeout feature.
- No—Disables the Desktop Inactivity Timeout feature.
| | STORE.agent.timeoutDesktopInactivityMins | String | Desktop inactivity timeout value in minutes. The value ranges from 3 to 10000 minutes. The administrator defines the timeout value in the Management Portal. For more information, see [Settings](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_F4DDB50715706E71555A524EB3D00D5E) in the _Cisco Webex Contact Center Setup and Administration Guide_. | ##### STORE.agent.idleCodes | Name | Type | Description | | --------- | ------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | isSystem | Boolean | Determines whether the entity is generated by the system or configured by the administrator.
- True—Entity is generated by the system.
- False—Entity is configured by the administrator. | | name | String | Name of the entity. | | id | String | Unique Identifier for the entity. | | isDefault | Boolean | Determines whether the idle code is the default value or not.
- True—Default idle code is displayed when an agent signs in.
- False—Default idle code is not displayed when an agent signs in. | ##### STORE.agent.wrapUpData | Name | Type | Description | | ------------------------ | -------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | wrapUpProps | Object | Options of the wrap up property. | | -->autoWrapup | Boolean or Undefined | Determines whether the auto wrap up is enabled or not.
- True—The auto wrap up is enabled.
- False—The auto wrap up is disabled. | | -->autoWrapupInterval | Number or Undefined | Indicates the count down time that is left before the interaction is auto wrapped up. | | -->wrapUpReasonList | Array | The array of objects. For more information, see wrapUpReasonList. | | -->interactionId | String | Unique identifier for the user interaction. | | -->allowCancelAutoWrapup | Boolean or Undefined | Determines whether an agent can cancel the Desktop from wrapping up automatically.
- True—Enables an agent to cancel the auto wrap up time and extend the wrap up time.
- True—Disables an agent to cancel the auto wrap up time and extend the wrap up time. | ##### STORE.agent.wrapUpData.wrapUpProps.wrapUpReasonList | Name | Type | Description | | --------- | ------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | isSystem | Boolean | Determines whether the wrap up reason is generated by the system or configured by the administrator.
- True—Wrap up reason is generated by the system.
- False—Wrap up reason is configured by the administrator. | | name | String | Name of the wrap up reason. | | id | String | Unique Identifier for the wrap up reason. | | isDefault | Boolean | Determines whether the wrap up reason is the default value or not.
- True—Default wrap up reason is applied during auto wrap up.
- False—Default wrap up reason is not applied. | ##### STORE.agentContact (Tasks/Interactions) | Name | Type | Description | | ------------------------------------- | ------ | --------------------------------------------------------------------------------------------------------------------------- | | STORE.agentContact.lastCompletedTask | String | Unique Identifier for the last wrapped up task. | | STORE.agentContact.selectedTaskId | String | Unique Identifier for the selected task. | | STORE.agentContact.interactionIds | Array | List of Unique identifiers of the user interactions. | | STORE.agentContact.chatConferenceData | Object | Options of the chat conference data. For more information, see STORE.agentContact.chatConferenceData. | | STORE.agentContact.taskMap | Map | The full list of tasks that are assigned to an agent at a given time. For more information, see STORE.agentContact.taskMap. | | STORE.agentContact.taskSelected | Object | Provides the user interaction details of the selected task. | ##### STORE.agentContact.chatConferenceData | Name | Type | Description | | ---------------------- | ------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | initiateConferenceChat | Boolean | Determines whether an agent can start a chat conference or not.
- True—Enables an agent to start a chat conference.
- False—Disables an agent from starting a chat conference. | | interactionId | String | Unique identifier for the user interaction. | | destAgentId | String | Unique identifier of the chat conference request destination agent. The destination agent refers to another agent who joined the chat. | | agentId | String | Unique identifier of the agent. | ##### STORE.agentContact.taskMap | Name | Type | Description | | ------------------------- | ------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | TaskId | String | Unique identifier for the task. | | Task | Object | Options of an active request or task or interaction. | | -->mediaResourceId | String Unique | identifier of the digital channel. | | -->agentId | String | Unique identifier of the agent. | | -->destAgentId | String | Unique identifier of the chat conference request destination agent. The destination agent refers to another agent who joined the chat. | | -->trackingId | String | Unique identifier based on the notification error. | | -->consultMediaResourceId | String | Unique identifier of the chat conference digital channel. | | -->interaction | Object | Details for the user interaction. For more information, see STORE.agentContact.taskMap.Task.interaction. | | -->interactionId | String | Unique identifier for the user interaction. | | -->orgId | String | Unique identifier of the organization. | | -->owner | String | Unique identifier for the agent who owns a task. | | -->queueMgr | String | Unique identifier for the queue manager. | | -->type | String | Name of the event that describes the unique notification response. The response is used by an event listener. | | -->ronaTimeout | Number | Indicates the configured RONA timeout value.
**Note:** The maximum available time to accept a voice call request is 18 seconds. The maximum available time to accept a digital channel request is 32 seconds. | | -->isConsulted | Boolean | Determines whether an agent is consulted by another agent or not.
- True—Allows an agent to be consulted by another agent.
- False—Prevents an agent from being consulted by another agent. | | -->isConferencing | Boolean | Determines whether an agent can accept a conference request or not.
- True—Allows an agent to accept a conference request.
- False—Prevents an agent from accepting a conference request. | | -->updatedBy | String | Unique identifier of the agent who updates the Call-Associated Data (CAD) variables of a task. | | -->destinationType | String | The type of request to be placed. The destination type can be Agent, Queue, or DN. | | -->autoResumed | Boolean | Determines whether the paused call must be resumed manually.
- True—Voice call to be resumed automatically after the specified duration.
- False—User to take action on the paused voice call based on the button defined. For example, Start Recording. | | -->reasonCode | String | Reason code for an error on the Desktop. For example, ReasonCode 26 (DC_CALLS_LIMIT_EXCEEDED) | | -->reason | String | Reason for an error on the Desktop. For example, ReasonCode 26 is displayed when the data center has reached the maximum limit for concurrent outdial calls. | ##### STORE.agentContact.taskMap.Task.interaction | Name | Type | Description | | --------------------- | ------ | ------------------------------------------------------------------------------------------------------------------------------------------- | | mediaType | String | The media channel type. The possible values are telephony, social, email, and chat. | | state | String | Current agent state. | | participants | Array | List of participants with details about each participant. | | interactionId | String | Unique identifier for the user interaction. | | orgId | String | Unique identifier of the organization. | | callProcessingDetails | Object | Options from the acceptance of an incoming call through the final disposition of the call. For more information, see callProcessingDetails. | | media | Object | Options of the digital media. For more information, see media. | | owner | String | Unique identifier for an agent who owns the interaction. | | mediaChannel | String | The media channel type. The possible values are telephony, social, email, and chat. | | contactDirection | Object | Options of the call type from a dialer to recipient. | | -->type | String | Call type from a dialer to recipient. The possible values are OUTBOUND and INBOUND. | | outboundType | String | Type of an outdial call such as OUTDIAL, COURTESY_CALLBACK and CAMPAIGN. | | callFlowParams | Object | Options of the call flow parameters. For more information, see callFlowParams. | | callAssociatedData | Object | Options of the Call-Associated Data (CAD) variables For more information, see callAssociatedData. | ##### STORE.agentContact.taskMap.Task.interaction.callProcessingDetails | Name | Type | Description | | ----------------------------- | ------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------- | | ani | String | The phone number (Automatic Number Identification) of the customer in case of an inbound call. In the case of email and chat, the email ID of the customer. | | dnis | String | The phone number (Dialed Number Identification) of the customer care in case of an outdial call. | | tenantId | String | Unique database identifier of the tenant (organization). | | QueueId | String | Unique identifier of the routing queue. | | vteamId | String | Unique identifier of the virtual team. | | pauseResumeEnabled | String | Agent can access the Privacy Shield icon to pause and resume recording a call. | | pauseDuration | String | Specifies the time, in seconds, for which the Desktop pauses the call recording. After the time has elapsed, the Desktop automatically starts recording the call. | | isPaused | String | Indicates whether a call recording is paused or not. | | recordInProgress | String | Indicates whether a call recording is in progress or not. | | ctqInProgress | String | Indicates whether a consult call to queue is in progress or not. | | outdialTransferToQueueEnabled | String | Indicates whether an outdial transfer call to queue is enabled or not. | | convIvrTranscript | String | Indicates whether an IVR transcript is available for current user interaction or not. | | customerName | String | Name of the customer. | | virtualTeamName | String | Name of the virtual customer. | | ronaTimeout | String | Indicates the configured RONA timeout value. | | category | String | The value selected by a customer while initiating a chat. The administrator defines the values for an organization. | | reason | String | Reason for a customer to contact the contact center. | | sourceNumber | String | Unique identifier of a digital channel source. For example, Facebook Messenger source number. | | sourcePage | String | Source page of a digital channel. For example, Facebook Messenger source page. | | appUser | String | Unique identifier of a digital channel user. For example, Facebook Messenger user. | | customerNumber | String | Unique identifier of the customer. | | reasonCode | String | Reason code associated with a reason for a customer to contact the contact center. | | IvrPath | String | The Interactive Voice Response (IVR) call flow allows a customer to be routed to an appropriate queue. | | fromAddress | String | Customer email ID for an incoming email. | ##### STORE.agentContact.taskMap.Task.interaction.media | Name | Type | Description | | --------------- | -------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | mediaResourceId | String | Unique identifier of the digital channel. | | mediaType | String | The media channel type. The possible values are telephony, social, email, and chat. | | mediaMgr | String | Refers to the media manager. | | participants | Array | List of participants with details about each participant. | | mType | String | Specifies whether the digital channel incoming request is from an original call (call between a customer and an agent who accepted a customer call) or consult call. | | isHold | Boolean | Determines whether the customer call is put on hold or not.
- True—Customer is put on hold.
- False—Customer call is not put on hold. | | holdTimestamp | Number or Null | The timestamp displays the time when a call is put on hold. | ##### STORE.agentContact.taskMap.Task.interaction.callFlowParams | Name | Type | Description | | ------------- | ------ | --------------------------------------------------------------------------------------------------------------- | | name | String | Name of the call flow parameter. | | description | String | Description of the call flow parameter. | | valueDataType | String | Data type of the call flow parameter value. The data types are Boolean, String, Integer, Decimal, or Date Time. | | value | String | Value of the call flow parameter. | ##### STORE.agentContact.taskMap.Task.interaction.callAssociatedData | Name | Type | Description | | ------------- | ------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | displayName | String | Label for the Call-Associated Data (CAD) variable. For example, Customer Address. | | name | String | Key (unique identifier) for the CAD variable. | | agentEditable | Boolean | Determines whether an agent can edit a CAD variable during an active call.
- True—Agent can edit a CAD variable during an active call.
- False—Agent cannot edit a CAD variable during an active call. | | value | String | Value of the CAD variable. | | type | String | Data type of the call variable value. The CAD variable types are Boolean, String, Integer, Decimal, or Date Time. | ##### STORE.app (Application Level) | Name | Type | Description | | ------------------ | ------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | STORE.app.logo | String | Company logo displayed on the Desktop. Specify a URL for the company logo in the JSON layout. If you do not provide a URL, the the Webex Contact Center logo appears by default. | | STORE.app.title | String | Title displayed on the horizontal header of Desktop. The default title is Webex Contact Center. | | STORE.app.darkMode | Boolean | Determines whether an agent can enable or disable the dark background theme of the Desktop.
- True—Enables the dark background theme of the Desktop.
- False—Disables the dark background theme of the Desktop. | For more information on JSON layout, see the [Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_8230815F4023699032326F948C3F1495) section in the _Provisioning_ chapter of the _Cisco Webex Contact Center Setup and Administration Guide_. ##### STORE.auth (Single Sign-On) | Name | Type | Description | | ---------------------- | ------ | ------------------------------------------------- | | STORE.auth.accessToken | String | Authentication token used for SSO authentication. | ##### STORE.generalNotifications (Application Notifications) | Name | Type | Description | | ------------------------------------------------------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | STORE.generalNotifications.isNotificationsEnabled | Boolean | Determines whether the display of notifications is enabled or disabled on the Desktop.
- True—Enables the display of notifications on the Desktop.
- False—Disables the display of notifications on the Desktop. | | STORE.generalNotifications.isSilentNotificationsEnabled | Boolean | Determines whether the display of visual notifications is enabled or disabled on the Desktop.
- True—Enables the display of visual notifications on the Desktop.
- False—Disables the display of visual notifications on the Desktop.
**Note:** Silent notifications do not display on the Desktop, but are listed in the Notification Center. | | STORE.generalNotifications.countActivated | Number | The number of active notifications displayed on the Desktop. | | STORE.generalNotifications.countDeactivated | Number | The number of notifications that are not active. The Notification Center icon displays a badge indicating the number of unread notifications displayed on the Desktop. | | STORE.generalNotifications.countPending | Number | The number of active notifications that are displayed on the Desktop before the notification pop-up is closed. | | STORE.generalNotifications.countAdded | Number | The total number of all notifications displayed on the Desktop. | ##### STORE.dynamic (Connector View or Desktop View) | Name | Type | Description | | ------------------------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | STORE.dynamic.isConnector | Boolean | Determines whether the Desktop is loaded in the connector view (smaller viewing area) or desktop view (larger viewing area).
- True—Desktop is loaded in the connector view (smaller viewing area).
- False—Desktop is loaded in the desktop view (larger viewing area). | ##### JSON Layout ```javascript "widgets": { "my-component": { "comp": "my-custom-component", "properties": { "agentDnNumber": "$STORE.agent.dnNumber", "subStatus": "$STORE.agent.subStatus", "teamId": "$STORE.agent.teamId", } } } ``` | Name | Type | Description | | ---------------- | ------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | widgets | String | Refers to custom widgets. | | my-component | String | Refers to custom components. | | comp | String | Represents the name of the custom HTML element (known as Web Component or any other element). | | properties | Object | Specifies the properties that you need to pass for a Web Component. | | -->agentDnNumber | String | Dial Number (DN) used for inbound and outbound calls. | | -->subStatus | String | An agent availability state. The following are the agent availability states:
- Available
- Idle states that are configured by the administrator
- RONA (Redirection on No Answer) | | -->teamId | String | Unique identifier of the team. | For more information on JSON layout, see the [Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_8230815F4023699032326F948C3F1495) section in the _Provisioning_ chapter of the _Cisco Webex Contact Center Setup and Administration Guide_. #### Momentum UI Web Component Library We encourage you to explore our UI component library to enable you to build a custom widget interface faster with the Webex Contact Center Desktop visual language. For more information on the momentum UI Web Component library, see [GitHub](https://github.com/momentum-design/momentum-ui/tree/master/web-components) and [MIT](https://github.com/momentum-design/momentum-ui/blob/master/LICENSE) license. If you encounter any issues, report them on our [GitHub](https://github.com/momentum-design/momentum-ui/issues) page. The current collection includes: - Activity Button - Alert - Alert Banner - Avatar - Badge - Breadcrumbs - Button - Checkbox - Editable Field - Floating Modal - Help Text - Icon - Input - Label - Link - List - List Item - Loading indicator - Meeting Alert - Menu Overlay - Modal - Phone Number Input - Progress Bar - Radio - Spinner - Table - Tabs - Task Item - Theme - Toggle Switch - Tooltip Momentum UI Web Component library will continue to grow and improve over time. We welcome any contributions. For more information on the Web Components library, see [Components](https://momentum.design/components/overview). **Figure 2. Sample Components on Desktop** ![sample components on agent desktop](https://s3.amazonaws.com/devportal.cms.intgus1/agentx_sample_components_279555997a.jpeg) ##### Light or Dark Mode Support In Webex Contact Center Desktop, we support Light and Dark mode by default. This is achieved through Momentum UI Web Component . When wrapped around components, assigns values to a collection of predefined core CSS color variables and [custom CSS properties](https://developer.mozilla.org/en-US/docs/Web/CSS/--*). These properties switch from light to dark on a theme switch. The advantage of relying on CSS custom properties is that they pierce Shadow DOM and can be used inside many nested layers of Shadow DOM. **Note:** You can use the core CSS color variables if your widget CSS is in the following format: ```javascript container { background-color: var(--md-primary-bg-color, #fff); } ``` **Example: Light Mode** ```javascript --md-default-focus-outline-color: #{$md-blue-60}; --md-primary-bg-color: #{$md-white}; --md-secondary-bg-color: #{$md-gray-05}; --md-secondary-white-bg-color: #{$md-white}; --md-tertiary-bg-color: #{$md-gray-10}; --md-tertiary-white-bg-color: #{$md-white}; --md-quaternary-bg-color: #{$md-gray-20}; --md-primary-success-bg-color: #{$md-green-10}; --md-primary-success-text-color: #{$md-green-70}; --md-primary-text-color: #{$md-gray-100}; --md-secondary-text-color: #{$md-gray-70}; --md-disabled-text-color: #{$md-gray-40}; --md-highlight-text-color: #{$md-theme-20}; --md-hyperlink-text-color: #{$md-theme-70}; --md-hyperlink-hover-text-color: #{$md-theme-90}; --md-hyperlink-focus-text-color: #{$md-theme-70}; --md-primary-seperator-color: #{$md-gray-30}; --md-secondary-seperator-color: #{$md-gray-40}; --md-presence-active-bg-color: #{$md-green-50}; --md-presence-do-not-disturb-bg-color: #{$md-red-60}; --md-presence-away-bg-color: #{$md-gray-30}; --md-presence-busy-bg-color: #{$md-yellow-40}; ``` **Example: Dark Mode** ```javascript --md-default-focus-outline-color: #{$md-blue-40}; --md-primary-bg-color: #{$md-gray-100}; --md-secondary-bg-color: #{$md-gray-95}; --md-secondary-white-bg-color: #{$md-gray-95}; --md-tertiary-bg-color: #{$md-gray-90}; --md-tertiary-white-bg-color: #{$md-gray-90}; --md-quaternary-bg-color: #{$md-gray-80}; --md-primary-success-bg-color: #{$md-mint-70}; --md-primary-success-text-color: #{$md-mint-20}; --md-primary-text-color: #{$md-gray-05}; --md-secondary-text-color: #{$md-gray-40}; --md-disabled-text-color: #{$md-gray-70}; --md-highlight-text-color: #{$md-theme-80}; --md-hyperlink-text-color: #{$md-theme-40}; --md-hyperlink-hover-text-color: #{$md-theme-20}; --md-hyperlink-focus-text-color: #{$md-theme-40}; --md-primary-seperator-color: #{$md-gray-70}; --md-secondary-seperator-color: #{$md-gray-60}; --md-presence-active-bg-color: #{$md-green-50}; --md-presence-do-not-disturb-bg-color: #{$md-red-60}; --md-presence-away-bg-color: #{$md-gray-30}; --md-presence-busy-bg-color: #{$md-yellow-40}; --md-auto-wrapup-bg-color: #{$md-blue-90}; ``` ### Activities #### IdleInActivityTracker The `idleInActivityTracker` method tracks every interaction of a user with the Desktop. The administrator configures the Desktop inactivity timeout value. If the agent is inactive on the Desktop for a specified duration, the agent is notified with the Prolonged Inactivity dialog box. The dialog box is displayed one minute before the configured timeout occurs, and the agent must take action before the timer runs out. The `iFrame` windows are isolated from the parent window. To track any user events inside a widget that is rendered within an iFrame, use the `postMessage()` method. To handle inactivity timer inside an iFrame: 1. Ensure that your widget or application is running inside an iFrame. 2. Register an event listener for the eventTypes `click`, `wheel`, and `keydown`. 3. Use the `postMessage()` method to communicate the eventTypes to the Desktop (parent window) on `wxcc-desktop-iframe-widget-event`. The following is the sample code that is added to the main JavaScript file of every widget to track user events: ```javascript // List of user events which are getting tracked var eventTypes = ["click", "wheel", "keydown"]; // For widgets rendered inside Iframe. // If widget is not enclosed within iframe then all events bubble up and then postMessage will not be required. function idleInActivityTracker() { if (this.checkIframe()) { this.registerEventListener(); } } // Please don't change the value of key within postMessage method. function postMessage(userEvent) { window.parent.postMessage({ key: "wxcc-desktop-iframe-widget-event", type: userEvent.type }, "*"); } // To register event listener function registerEventListener() { for (var i = 0; i < this.eventTypes.length; ++i) { window.addEventListener(this.eventTypes[i], function(e) { this.postMessage(e); }); } } // To check if widget is enclosed within an Iframe. function checkIframe() { return window.location !== window.parent.location; } ``` ## JavaScript SDK and Modules **Caution:** Restrain from using old libraries such as `@agentxJsApi`, `@agentx/agentx`, `@agentx/agentx-services-types` and `@agentx/agentx-js-api`. The references for the term `agentx` have been amended: - `@agentx/agentx` and `@agentx/agentx-services-types` are exported under a common name `@wxcc-desktop/sdk-types` - `@agentx/agentx-js-api` is renamed to `@wxcc-desktop/sdk` - `agentxJsApi` is renamed to `Desktop` For more information on using the JavaScript SDK, see Get Started. ### Javascript SDK **Caution:** The JavaScript SDK library can be used to build widgets that are embedded within the Desktop. You cannot use this library outside of the Desktop or to create a new Desktop. **Note:** The `@wxcc-desktop/sdk-types` library does not support iFrame based widgets. The Desktop JavaScript SDK is an npm package that allows you to request up-to-date information from the Desktop. Using the SDK, you can request information such as agent details, assigned tasks, details of specific tasks, current browser locale, and the authentication token for Single Sign-On (SSO) integration. The SDK package allows you to: - request data to be passed to your widgets through properties and attributes. - perform more complex operations by consuming and manipulating the system data inside your widget. - subscribe to data arriving asynchronously. Some events in the Desktop occur asynchronously. To subscribe to asynchronous events and access data within the payload, you can add a listener. A few examples for asynchronous events are: - New task offered - New task assigned - Consult request created - Consult ended - Screen pop arrived For the complete list of asynchronous events, see Asynchronous Events. ### Get Started To start using the JavaScript SDK, you can use any of the following options: - Run the following command in your project folder: `npm install @wxcc-desktop/sdk --save` or `yarn add @wxcc-desktop/sdk` - Run the following command to add a package to your package.json file: ```javascript "dependencies": { "@wxcc-desktop/sdk": "^1.2.2" }, ``` - If you also choose to use our Momentum-ui Web Component library, you must add: ```javascript "peerDependencies": { "@momentum-ui/core": "19.9.2", "@momentum-ui/icons": "7.45.0", "@momentum-ui/utils": "6.2.7", "@momentum-ui/web-components": "^2.0.13", "lit-element": "^2.3.1", "lit-html": "^1.2.1" }, ``` In addition, to access the type definition of return Promise for the JavaScript SDK requests, install the following package: ```javascript "devDependencies": { "@wxcc-desktop/sdk-types": "^1.0.2", ... }, ``` **Note:** Momentum and lit-element dependencies are added to `peerDependencies`. These dependencies are present in Desktop, and should not be imported twice. There is no way to maintain the same versions in your widget and in Desktop. Once you have installed the package in your project, include it in the appropriate component file following the ES6 import pattern: `import {Desktop} from "@wxcc-desktop/sdk";` ### Root JavaScript SDK Module `Desktop` is the root module of the JavaScript SDK. The root module provides a reference to the following sub-modules: - Configuration Module - Localization Module - Actions Module - Logger Module - Agent State Information Module - Agent Contact Module - Dialer Module - Screen Pop Module - Shortcut Key Module - Call Monitoring Module - Webex Metrics Module **Example** ```javascript import { Desktop } from "@wxcc-desktop/sdk"; const { config, i18n, actions, agentContact, agentStateInfo, dialer, logger, screenpop, shortcutKey, webexMetricsInternal } = Desktop; ``` ### Configuration Module The `Desktop.config` module provides configuration details of Desktop. **Example** ```javascript import { Desktop } from "@wxcc-desktop/sdk"; import { SERVICE } from "@wxcc-desktop/sdk-types"; await Desktop.config.init(); // After Desktop config initiated, all sub-modules will inject SERVICE instance via their init() methods automatically // CLEANUP Desktop config is possible to re-use modules with SERVICE configured to another environment Desktop.config.cleanup(); // After Desktop config cleaned, all sub-modules will cleanup themselves via their cleanup() methods automatically ``` #### Methods ##### init(widgetName, widgetProvider) Initiates the configuration module to start utilizing any of the `Desktop` modules. **Example** ```javascript connectedCallback() { super.connectedCallback(); /** Initialize the configuration without any parameters if you using lower then version 2.0. But if you are using version 2.0 or above you have to provide two mandatory parameters * 1. widgetName (String): The name of the widget to be initialized. * 2. widgetProvider (String): The provider of the widget. */ this.init('my-widget', 'cisco'); } async init(widgetName, widgetProvider) { await Desktop.config.init(widgetName, widgetProvider) } ``` For more information on the widget starter example, see [Cisco Webex Contact Center Widget Starter](https://github.com/CiscoDevNet/webex-contact-center-widget-starter). **Parameters** | Name | Type | Description | Required | | -------------- | ------ | ----------------------------------------- | -------- | | widgetName | String | The name of the widget to be initialized. | Yes | | widgetProvider | String | The provider of the widget. | Yes | ##### registerCrmConnector() The registerCrmConnector method is introduced as a new function to register a CRM connector. It is recommended for use when developing a connector for CRM purposes. This function allows the SDK to integrate and interact effectively with the specified CRM platform (in this example, "SFDC" with provider "Cisco"). ```javascript /** crmConnectorProvider (String): The provider of the CRM connector. e.g. Cisco, B&S etc crmPlatform (String): The CRM platform for which the connector is registered. e.g. SFDC, ServiceNow, ZenDesk etc. */ Desktop.config.registerCrmConnector({ crmConnectorProvider: "Cisco", crmPlatform: "SFDC" }); ``` **Parameters** | Name | Type | Description | Required | | -------------------- | ------ | ------------------------------------------------------------------------------------------- | -------- | | crmConnectorProvider | String | The CRM platform for which the connector is registered. | Yes | | crmPlatform | String | The CRM platform for which the connector is registered. e.g. SFDC, ServiceNow, ZenDesk etc. | Yes | ##### clientLocale() Requests system data such as locale of the client. ```javascript const locale = Desktop.config.clientLocale; ``` **Returns** `{String}` The locale of the client. **Example Response** ```javascript const clientLocaleResponse = "en-US"; ``` ### Localization Module The `Desktop.i18n` module creates and maintains the localization bundles for lit-element based widgets (in case you considered [Starter Widget](https://github.com/CiscoDevNet/webex-contact-center-widget-starter/tree/master/lit-element) as a base). The localization module is built based on the [i18next](https://www.i18next.com/) package and enables the widget developer to utilize the Desktop internationalization mechanism and load additional localization bundles to it. For more information on i18next, refer the following resources: - For `Desktop.i18n` instantiating object, see https://www.i18next.com/overview/api#instance-creation. - For i18n instance back-end configuration, see https://github.com/i18next/i18next-http-backend. - For i18n instance languageDetector configuration, see https://github.com/i18next/i18next-browser-languageDetector. - For i18n instance init options, see https://www.i18next.com/overview/configuration-options. Using this module implies that your widget has lit-element and lit-html libraries. ```javascript import { Desktop } from "@wxcc-desktop/sdk"; ... // All CreateOptions for i18n are optional type CreateOptions = { backend ? : Backend // import Backend from "i18next-http-backend"; languageDetector ? : LanguageDetector // import LanguageDetector from "i18next-browser-languagedetector"; }; const i18n = Desktop.i18n.createInstance(createOptions ? : CreateOptions) // returns instance described in https://www.i18next.com/overview/api#instance-creation const i18nMixin = Desktop.i18n.createMixin({ i18n /*Injecting i18n service instance into lit-element mixin */ }) // FYI you can see default options like so console.log(Desktop.i18n.DEFAULT_INIT_OPTIONS); // => i18n.init options that are using by Desktop by default // To get started, Init i18n with options to be able call "t" function translations if (!i18n.isInitialized) { // Here, you are adding (merging) your localization package with the Desktop existing set of packages const initOptions = Desktop.i18n.getMergedInitOptions(Desktop.i18n.DEFAULT_INIT_OPTIONS || {}, { defaultNS: "my-ns", // "ns" here stands for the default JSON file name containing the localization ns: ["my-ns"], fallbackLng: "en", backend: { loadPath: "/.../path-to-locales/.../{{lng}}/{{ns}}.json" } }); i18n.init(initOptions).catch(err => console.log(err)); } ``` When the service is initialized, create components with the mixing you created earlier: ```javascript import { customElement, LitElement } from "lit-element"; import { html } from "lit-html"; @customElement("my-awesome-component") export class MyAwesomeComponent extends i18nMixin(LitElement) { render() { return html `

${this.t("my-ns:key1")}

` < p > $ { this.t("my-ns:key2") } < /p>` } } ``` #### Methods ##### init(initOptions) Initiates the localization module. **Example** ```javascript i18n.init(initOptions); ``` **Parameters** | Name | Type | Description | Required | | ----------- | ------ | ------------------------------------------------------------------------------------------------------ | -------- | | initOptions | String | The init options that are used by Desktop by default. `console.log(Desktop.i18n.DEFAULT_INIT_OPTIONS)` | Yes | ##### createInstance(createOptions) Creates the localization bundles for lit-element based widgets. **Example** ```javascript const i18n = Desktop.i18n.createInstance(createOptions ? : CreateOptions) // returns instance described in https://www.i18next.com/overview/api#instance-creation ``` **Parameters** | Name | Type | Description | Required | | ------------- | ------ | ----------------------------------------------- | -------- | | createOptions | String | Creates options for localization (i18n) module. | Yes | ##### createMixin() Creates the localization (i18n) service instance into lit-element mixing. **Example** ```javascript const i18nMixin = Desktop.i18n.createMixin({ i18n /*Injecting i18n service instance into lit-element mixin */ }); ``` ##### getMergedInitOptions() Adds or merges your localization package with the existing set of packages in Desktop. **Example** ```javascript const initOptions = Desktop.i18n.getMergedInitOptions( Desktop.i18n.DEFAULT_INIT_OPTIONS || {}, { defaultNS: "my-ns", // "ns" here stands for the default JSON file name containing the localization ns: ["my-ns"], fallbackLng: "en", backend: { loadPath: "/.../path-to-locales/.../{{lng}}/{{ns}}.json" } } ); ``` The following table lists the payload details: | Name | Type | Description | Required | | -------------------- | ------ | --------------------------------------------------------------------------------------------------------------------------- | -------- | | DEFAULT_INIT_OPTIONS | String | The init options that are used by Desktop by default. | Yes | | defaultNS | String | Default localization JSON file name. | Yes | | ns | String | JSON file name of your locale. | Yes | | fallbackLng | String | Language to use if the file is not found in the configured path or if you cannot provide the preferred language for a user. | Yes | | backend | String | Contains the load path. | Yes | | -->loadPath | String | Location of the file path. | Yes | ##### cleanup() Triggers the clean up when init service returns an undefined response. **Example** ```javascript cleanup() { this.SERVICE = undefined; this.logger.info("Cleaned"); } ``` ### Actions Module The `Desktop.actions` module retrieves real-time data from the client-side data store on Desktop side. **Note:** You can also pass the same information to your widget through properties, using our Data Provider. For more information, see Data Provider—Widget Properties and Attributes. #### Methods ##### getToken() Retrieves the authentication token used for SSO authentication. **Example** ```javascript const accessToken = await Desktop.actions.getToken(); // => Get current accessToken from Desktop store ``` **Returns** `{String}` A user access token. ##### fetchPaginatedAuxCodes - Retrieves the current idle codes or the the current wrap up codes. - Example for idle codes: `Idle`, `Coffee break`, `Meeting`, `Tea`. - Example for wrapup codes: `Credit Card Issue`, `Medical Query`, `Sales Explained`. **Example** Fetch Idle codes : ```javascript const idleCodes = await Desktop.agentConfigJsApi.fetchPaginatedAuxCodes( { workType:"IDLE_CODE", // or "WRAP_UP_CODE" page: 0, pageSize: 100, search: "", customFilter: "" } );// => Get page 0 of 100 idleCodes from Desktop ``` **Parameters** | Name | Type | Description | Required | | --------- | ------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | workType | String | Specifies the required auxillary code is a wrapup code or an idle code. | Yes | | page | number | Fetch details for the particular page number. | No | | pageSize | number | Fetch the total number of items presant in one page. | No | | search | String | Pass the search parameter. | No | | customFilter | String | String that contains conditions for further filtering the results. This is based on the [rsql syntax](https://github.com/perplexhub/rsql-jpa-specification#rsql-syntax-reference). | No | **Returns** ```javascript { "meta": { "orgid": "58f1a59e-245c-4536-9ee4-06560658e493", "page": 0, "pageSize": 100, "totalPages": 10, "totalRecords": 910, "links": { "next": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active%3D%3Dtrue;workTypeCode%3D%3DIDLE_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=1&pageSize=100&sort=name,asc", "last": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active%3D%3Dtrue;workTypeCode%3D%3DIDLE_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=9&pageSize=100&sort=name,asc", "self": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==IDLE_CODE&attributes=id,isSystemCode,name,defaultCode&page=0&pageSize=100&desktopProfileFilter=true&sort=name,ASC", "first": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active%3D%3Dtrue;workTypeCode%3D%3DIDLE_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=0&pageSize=100&sort=name,asc" } }, "data": [ { "isSystem": false, "name": "A_idleTest", "id": "6d686095-80df-4286-8b41-0a937990c905", "isDefault": true }, { "isSystem": false, "name": "Break", "id": "3c5fa5f2-21fe-41cb-a5a3-5d71eccd5e1a", "isDefault": false } ] } ``` Fetch wrap up codes : ```javascript const wrapUpCodes = await Desktop.agentConfigJsApi.fetchPaginatedAuxCodes( { workType:"WRAP_UP_CODE", page: 0, pageSize: 100, search: "", customFilter: "" } ); // => Get page 0 of 100 of wrapUpCodes from Desktop ``` **Returns** ```javascript { "meta": { "orgid": "58f1a59e-245c-4536-9ee4-06560658e493", "page": 0, "pageSize": 100, "totalPages": 3, "totalRecords": 211, "links": { "next": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active%3D%3Dtrue;workTypeCode%3D%3DWRAP_UP_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=1&pageSize=100&sort=name,asc", "last": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active%3D%3Dtrue;workTypeCode%3D%3DWRAP_UP_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=2&pageSize=100&sort=name,asc", "self": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active==true;workTypeCode==WRAP_UP_CODE&attributes=id,isSystemCode,name,defaultCode&page=0&pageSize=100&desktopProfileFilter=true&sort=name,ASC", "first": "/organization/58f1a59e-245c-4536-9ee4-06560658e493/v2/auxiliary-code?filter=active%3D%3Dtrue;workTypeCode%3D%3DWRAP_UP_CODE&attributes=id,isSystemCode,name,defaultCode&desktopProfileFilter=true&page=0&pageSize=100&sort=name,asc" } }, "data": [ { "isSystem": false, "name": "Break", "id": "fc4cae32-0b5f-4409-ad19-7ff570f68f20", "isDefault": false }, { "isSystem": false, "name": "Customer Disconnected", "id": "cd0110c9-3fb5-4cf8-937f-e8fa55d46d01", "isDefault": true } ] } ``` ##### getIdleCodes() **Caution:** This method will be deprecated in the future. Retrieves the current idle codes. Example: Idle, Coffee break, Meeting, Tea. **Example** ```javascript const idleCodes = await Desktop.actions.getIdleCodes(); // => Get current idleCodes from Desktop store ``` **Returns** `{Array}` The array of objects. **Example Response** ```javascript { id: "1643", isDefault: false, isSystem: true, name: "RONA" } { id: "1644", isDefault: true, isSystem: false, name: "Meeting" } ``` ##### getWrapUpCodes() **Caution:** This method will be deprecated in the future. Retrieves the wrap up codes. Example: Credit Card Issue, Medical Query, Sales Explained. **Example** ```javascript const wrapUpCodes = await Desktop.actions.getWrapUpCodes() // => Get current wrapUpCodes from Desktop store Retrieves wrap up codes such as Ex. "Credit Card Issue", "Medical Query", "Sales Explained" as per its configured ``` **Returns** `{Array}` The array of objects. **Example Response** ```javascript { id: "2063", isDefault: false, isSystem: false, name: "Account Information Explained" } { id: "2061", isDefault: false, isSystem: false, name: "Credit Card Issue" } ``` ##### getMediaTypeQueue(telephony, social, email, chat) Retrieves the list of currently available media types. **Note:** The administrator configures the media type for an agent. **Example** ```javascript const queue = await Desktop.actions.getMediaTypeQueue( "telephony" | "social" | "email" | "chat" ); // => Get current media queue from Desktop store ``` **Parameters** | Name | Type | Description | Required | | --------- | ------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | telephony | String | The media channel type for voice calls. | Yes | | social | String | The media channel type for social messaging conversations. The supported social messaging conversations are:
- Messenger (Facebook Messenger)
- SMS (Short Message Service) | Yes | | email | String | The media channel type for emails. | Yes | | chat | String | The media channel type for chats. | Yes | **Returns** `{Object}` The object with the retrieved data. **Example Response** ```javascript { "key": "c9897fa7-6188-11eb-a6e4-f93bdeada4e5", "value": { "agentId": "7c867aa9-ec768-341a-b767-e5hd6ae7g701", "consultMediaResourceId": null, "eventType": "RoutingMessage", "interaction": { "callAssociatedData": { "accountId": { "agentEditable": false, "displayName": "accountId", "name": "accountId", "type": "STRING", "value": "e9e2c7a0-5c64-11ea-9e59-6fbf992ffc23" }, "ani": { "agentEditable": false, "displayName": "ani", "name": "ani", "type": "STRING", "value": "janedoe@gmail.com" }, "bccAddress": { "agentEditable": false, "displayName": "bccAddress", "name": "bccAddress", "type": "STRING", "value": "" }, "ccAddress": { "agentEditable": false, "displayName": "ccAddress", "name": "ccAddress", "type": "STRING", "value": "" }, "contentType": { "agentEditable": false, "displayName": "contentType", "name": "contentType", "type": "STRING", "value": "multipart/alternative" }, "customerName": { "agentEditable": false, "displayName": "customerName", "name": "customerName", "type": "STRING", "value": "Jane Doe" }, "date": { "agentEditable": false, "displayName": "date", "name": "date", "type": "STRING", "value": "Wed, 20 Jan 2021 06:09:06 +0000" }, "dn": { "agentEditable": false, "displayName": "dn", "name": "dn", "type": "STRING", "value": "agent2021@gmail.com" }, "entryPointId": { "agentEditable": false, "displayName": "entryPointId", "name": "entryPointId", "type": "STRING", "value": "AXCZuH9MXrf9I0XFBIfL" }, "from": { "agentEditable": false, "displayName": "from", "name": "from", "type": "STRING", "value": "Jane Doe" }, "fromAddress": { "agentEditable": false, "displayName": "fromAddress", "name": "fromAddress", "type": "STRING", "value": "janedoe@gmail.com" }, "inReplyTo": { "agentEditable": false, "displayName": "inReplyTo", "name": "inReplyTo", "type": "STRING", "value": "" }, "messageId": { "agentEditable": false, "displayName": "messageId", "name": "messageId", "type": "STRING", "value": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com" }, "queueType": { "agentEditable": false, "displayName": "queueType", "name": "queueType", "type": "STRING", "value": "tam" }, "reasonCode": { "agentEditable": false, "displayName": "reasonCode", "name": "reasonCode", "type": "STRING", "value": "Email_Queue" }, "references": { "agentEditable": false, "displayName": "references", "name": "references", "type": "STRING", "value": "" }, "replyToAddress": { "agentEditable": false, "displayName": "replyToAddress", "name": "replyToAddress", "type": "STRING", "value": "janedoe@gmail.com" }, "ronaTimeout": { "agentEditable": false, "displayName": "ronaTimeout", "name": "ronaTimeout", "type": "STRING", "value": "30" }, "subject": { "agentEditable": false, "displayName": "subject", "name": "subject", "type": "STRING", "value": "sales" }, "threadId": { "agentEditable": false, "displayName": "threadId", "name": "threadId", "type": "STRING", "value": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com" }, "toAddress": { "agentEditable": false, "displayName": "toAddress", "name": "toAddress", "type": "STRING", "value": "agent2021@gmail.com" }, "virtualTeamName": { "agentEditable": false, "displayName": "virtualTeamName", "name": "virtualTeamName", "type": "STRING", "value": "Email_Queue" } }, "callAssociatedDetails": { "accountId": "e9e2c7a0-5c64-11ea-9e59-6fbf992ffc23", "ani": "janedoe@gmail.com", "bccAddress": "", "ccAddress": "", "contentType": "multipart/alternative", "customerName": "Jane Doe", "date": "Wed, 20 Jan 2021 06:09:06 +0000", "dn": "agent2021@gmail.com", "entryPointId": "AXCZuH9MXrf9I0XFBIfL", "from": "Jane Doe", "fromAddress": "janedoe@gmail.com", "inReplyTo": "", "messageId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com", "queueType": "tam", "reasonCode": "Email_Queue", "references": "", "replyToAddress": "janedoe@gmail.com", "ronaTimeout": "30", "subject": "sales", "threadId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com", "toAddress": "agent2021@gmail.com", "virtualTeamName": "Email_Queue" }, "callFlowParams": { "Automation_Email_Queue": { "description": "", "name": "Automation_Email_Queue", "qualifier": "vteam", "value": "3281", "valueDataType": "string" }, "Dont_Use_Email": { "description": "", "name": "Dont_Use_Email", "qualifier": "vteam", "value": "3276", "valueDataType": "string" }, "Email_Queue": { "description": "", "name": "Email_Queue", "qualifier": "vteam", "value": "3266", "valueDataType": "string" }, "Mail_Automation_Queue": { "description": "", "name": "Mail_Automation_Queue", "qualifier": "vteam", "value": "3432", "valueDataType": "string" } }, "callProcessingDetails": { "QMgrName": "aqm", "QueueId": "3266", "accountId": "e9e2c7a0-5c64-11ea-9e59-6fbf992ffc23", "ani": "janedoe@gmail.com", "bccAddress": "", "ccAddress": "", "contentType": "multipart/alternative", "customerName": "Jane Doe", "date": "Wed, 20 Jan 2021 06:09:06 +0000", "dnis": "agent2021@gmail.com", "entryPointId": "AXCZuH9MXrf9I0XFBIfL", "from": "Jane Doe", "fromAddress": "janedoe@gmail.com", "inReplyTo": "", "messageId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com", "pauseDuration": "10", "pauseResumeEnabled": "true", "queueType": "tam", "reasonCode": "Email_Queue", "references": "", "replyToAddress": "janedoe@gmail.com", "ronaTimeout": "30", "subject": "sales", "taskToBeSelfServiced": "false", "tenantId": "133", "threadId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com", "toAddress": "agent2021@gmail.com", "virtualTeamName": "Email_Queue", "vteamId": "AXCZuH9MXrf9I0XFBIfL" }, "contactDirection": { "type": "INBOUND" }, "currentVTeam": "3266", "interactionId": "c9897fa7-6188-11eb-a6e4-f93bdeada4e5", "isFcManaged": false, "isTerminated": false, "media": { "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com": { "holdTimestamp": null, "isHold": false, "mType": "mainCall", "mediaMgr": "emm", "mediaResourceId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com", "mediaType": "email", "participants": [ "janedoe@gmail.com", "7c867aa9-ec768-341a-b767-e5hd6ae7g701" ] } }, "mediaChannel": "email", "mediaType": "email", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "outboundType": null, "owner": "7c867aa9-ec768-341a-b767-e5hd6ae7g701", "participants": { "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { "channelId": "a72a75f8-fd30-44f9-85f1-39d633055475", "consultState": null, "consultTimestamp": null, "dn": "8895579172", "hasJoined": true, "id": "7c867aa9-ec768-341a-b767-e5hd6ae7g701", "isConsulted": false, "isWrapUp": false, "joinTimestamp": 1612248681335, "lastUpdated": 1612248681336, "name": "John Doe", "pType": "Agent", "queueId": "3266", "queueMgrId": "aqm", "sessionId": "3d017488-527a-4e89-9313-5d4eb353c789", "siteId": "472", "teamId": "960", "teamName": "Email_Team", "type": "Agent", "wrapUpTimestamp": null }, "janedoe@gmail.com": { "id": "janedoe@gmail.com", "pType": "Customer", "type": "Customer" } }, "previousVTeams": [], "state": "connected", "workflowManager": null }, "interactionId": "c9897fa7-6188-11eb-a6e4-f93bdeada4e5", "isConsulted": false, "mediaResourceId": "289DBEAD-0715-4878-A0B9-365555C18E72@cisco.com", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "queueMgr": "aqm", "trackingId": "2e30a830-6611-11eb-bbe4-81e078594d7a", "type": "AgentContact" } } ``` ##### fireGeneralSilentNotification(raw) Triggers silent notifications. Silent notifications do not appear on the desktop, but are listed in the Notification Center. The **Notification Center** icon indicates the increase in the number of unread messages. **Note:** You can customize the notification icon displayed in the Notification Center dialog box using the iconDetail object. **Example** ```javascript import { Desktop } from "@wxcc-desktop/sdk"; import { Notifications } from "@uuip/unified-ui-platform-sdk"; ... const raw: Notifications.ItemMeta.Raw = { data: { type: Notifications.ItemMeta.Type.Info, mode: Notifications.ItemMeta.Mode.Silent, // Change type here based on the method. title: "Info - Silent", data: new NotificationItemsContent.DataController({ text: "Explore New Horizons", link: "https://www.abc.com/file/Tjpn4Z9p8jZy0Da0Ggq6ra/Priority-To-do-list?node-id=1280%3A83124", linkName: 'Toaster Notification', linkTooltip: `

Phone - +1 (412)555-3782
Queue - IVR_Queue
Activity Label
URL - www.google.com
Phone - +1-408-000-0001
Account - 81684989000

`, iconDetail: { iconName: 'icon-alert-active_16', color: 'blue', iconColor: '#08599C' }, actions: [ { label: "Yes", handler: n => { console.log("Yes button clicked", n); }, variant: "primary" }, { label: "No", handler: n => { console.log("No button clicked", n); }, variant: "secondary" } ], }) }, }; // Desktop General Notifications: Desktop.actions.fireGeneralSilentNotification(raw) // => Fires silent notification in Desktop. // Silent notification will not have any apperance on desktop but a notification icon will have one count increased. ``` **Parameters** | Name | Type | Description | Required | | --------------- | -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | raw | Object | Contains information regarding the type of notification sent to the user. | Yes | | -->data | Object | Options of the specific notification. | Yes | | --> type | Enum | The type of notifications displayed on the Desktop. (Info, Warn, Error, Success, Chat, Default) | Yes | | -->mode | Enum | The available mode of notification based on the method. (Silent, AutoDismiss, Acknowledge) | Yes | | -->title | String | The title of the notification. | Yes | | -->data | Object | Options for the notification content. | Yes | | --> type | String | The media channel type such as chat and social. | Optional | | -->text | String | The subheading of the notification. | Yes | | -->link | String | The link address to the notification. | Optional | | -->linkName | String | The text to display for the link. | Optional | | -->linkTooltip | String | The tooltip for the link. | Optional | | -->iconDetail | Object | Custom details for the notification icon. | Optional | | -->iconName | String | Name of the notification icon. | Yes | | -->color | String | The color of the circle in the background, in which the notification icon is placed. This color changes based on the light mode or dark mode selection. | Optional | | -->bgColor | String | The color of the circle in the background, in which the notification icon is placed. This color does not change based on the light mode or dark mode selection.
**Note:** If both the `color` and `bgColor` are defined, then `bgColor` takes precedence. | Optional | | -->iconColor | String | The color of the notification icon. | Optional | | -->linkHandler | Function | The function that is invoked when the conditions are met. | Optional | | -->errorDetail | Object | Options for the notification error. | Optional | | -->header | String | The title of the notification error. | Optional | | -- >message | String | The message displayed in the notification error modal dialog. | Yes | | -->trackingId | String | Unique identifier based on the notification error. | Optional | | -->localization | Object | Options for the localization (i18n) module. | Yes | | -- >timestamp | String | The time at which the notification error was generated. Timestamp uses the format `DateTime.fromMillis (now + 4).to ISO()`. | Optional | | -->taskId | String | Unique identifier for the task. | Optional | | -->dismissHandler | Function | The function invoked when the notification is dismissed. | Optional | | -->actions | Array | The actions supported by the notification. These are rendered as buttons that can be used to process different types of responses from the user e.g. Accept/Decline, Yes/No/Later etc. For more information, see Action. | Optional | | -->lineClamp | Number | Maximum number of lines from the `message` displayed on the notification before truncation. | Optional | **Action** | Name | Type | Description | | ------- | -------- | ----------------------------------------------------------------------------------------------------------------------------------- | | label | String | The text displayed on the action button. | | variant | String | The variant of the action button. Determines the look of the button. See the Button component under the Momentum UI Web Component Library for the available variants. | | handler | Function | The function invoked when the button is clicked. | ##### fireGeneralAutoDismissNotification(raw) Triggers the auto-dismiss notification. Returns the notification resolved status, reason, and mode. **Note:** If Desktop notifications are disabled by the user, they are converted into silent notifications and reflected in mode. **Example** ```javascript import { Desktop } from "@wxcc-desktop/sdk"; import { Notifications } from "@uuip/unified-ui-platform-sdk"; ... const raw: Notifications.ItemMeta.Raw = { data: { type: Notifications.ItemMeta.Type.Info, mode: Notifications.ItemMeta.Mode.AutoDismiss, // Change type here based on the method. title: "Info - AutoDismiss", data: new NotificationItemsContent.DataController({ text: "Explore New Horizons", link: "https://www.abc.com/file/Tjpn4Z9p8jZy0Da0Ggq6ra/Priority-To-do-list?node-id=1280%3A83124", linkName: 'Toaster Notification', linkTooltip: `

Phone - +1 (412)555-3782
Queue - IVR_Queue
Activity Label
URL - www.google.com
Phone - +1-408-000-0001
Account - 81684989000

`, iconDetail: { iconName: 'icon-alert-active_16', color: 'blue', iconColor: '#08599C' } }) }, }; // Unlike silent notification, auto-dismiss and acknowledge can have controlled responses, that may reflect in the notification status, e.g.: // => Fires auto-dismiss notification in Desktop. Returns notification resolved status, reason, mode. NOTE: if Desktop notifications are disabled by the user - it will be converted into silent notification and reflected in "mode" const [ status, reason, mode ]: [ Notifications.ItemMeta.Status,Notifications.ItemMeta.StatusChangeEventReason, Notifications.ItemMeta.Mode ] = await Desktop.actions.fireGeneralAutoDismissNotification(raw) ``` **Parameters** | Name | Type | Description | Required | | ---- | ------ | ------------------------------------------------------------------------- | -------- | | raw | Object | Contains information regarding the type of notification sent to the user. | Yes | For information on more parameters used in this method, see the Parameters table of the [fireGeneralAutoDismissNotification(raw)](<#####fireGeneralAutoDismissNotification(raw)>) method. ##### fireGeneralAcknowledgeNotification(raw) Triggers the acknowledge notification. Returns the notification resolved status, reason, and mode. **Note:** If Desktop notifications are disabled by the user, they are converted into silent notifications and reflected in mode. **Example** ```javascript import { Desktop } from "@wxcc-desktop/sdk"; import { Notifications } from "@uuip/unified-ui-platform-sdk"; ... const raw: Notifications.ItemMeta.Raw = { data: { type: Notifications.ItemMeta.Type.Info, mode: Notifications.ItemMeta.Mode.Acknowledge, // Change type here based on the method. title: "Info - Acknowledge", data: new NotificationItemsContent.DataController({ text: "Explore New Horizons", link: "https://www.abc.com/file/Tjpn4Z9p8jZy0Da0Ggq6ra/Priority-To-do-list?node-id=1280%3A83124", linkName: 'Toaster Notification', linkTooltip: `

Phone - +1 (412)555-3782
Queue - IVR_Queue
Activity Label
URL - www.google.com
Phone - +1-408-000-0001
Account - 81684989000

`, iconDetail: { iconName: 'icon-alert-active_16', color: 'blue', iconColor: '#08599C' } }) }, }; // => Fires acknowledge notification in Desktop. Returns notification resolved status, reason, mode. NOTE: if Desktop notifications are disabled by the user - it will be converted into silent notification and reflected in "mode" const [ status, reason, mode ]: [ Notifications.ItemMeta.Status, Notifications.ItemMeta.StatusChangeEventReason, Notifications.ItemMeta.Mode ] = await Desktop.actions.fireGeneralAcknowledgeNotification(raw) ``` **Parameters** | Name | Type | Description | Required | | ---- | ------ | ------------------------------------------------------------------------- | -------- | | raw | Object | Contains information regarding the type of notification sent to the user. | Yes | For information on more parameters used in this method, see the Parameters table of the [fireGeneralAutoDismissNotification(raw)](<#####fireGeneralAutoDismissNotification(raw)>) method. ##### addCustomTask() Adds a new custom task within your widget. The task appears in the Desktop task list. **Note:** To keep the list of tasks up to date within your widget, you must add event listeners and subscribe to asynchronous events. The events signify new tasks being assigned to an agent. For more information, see Asynchronous Events. **Example** ```javascript Desktop.actions.addCustomTask({ export const contactPayload = { mediaResourceId: "49bcf26b-ec75-4351-89fa-55d54682c20c", eventType: "RoutingMessage", agentId: "16839506-7c48-4a71-ba1b-d585e5d37607", trackingId: "354deeae-c98a-4a8c-9e04-e56e129fdb9f", interaction: { isFcManaged: false, isTerminated: false, mediaType: "telephony", previousVTeams: ["AXCZ0YCAXrf9I0XFBI7b"], state: "connected", currentVTeam: "3268", participants: { "+19997770096": { id: "+19997770096", pType: "Customer", type: "Customer" }, "aad323de-32d8-48c9-af6b-b68dfbabfe20": { name: "uuip-agent2", pType: "Agent", teamName: "Team X", lastUpdated: 1597681728863, teamId: "962", joinTimestamp: 1597681728863, isConsulted: false, hasJoined: true, consultTimestamp: null, dn: "9997770194", queueId: "3268", id: "16839506-7c48-4a71-ba1b-d585e5d37607", sessionId: "319d8e83-2a75-4ef3-9cb8-1c845edb15a0", consultState: null, queueMgrId: "aqm", siteId: "473", type: "Agent", channelId: "ab8b3603-84a7-4f61-b987-9044b4d69cf2", wrapUpTimestamp: null, isWrapUp: false } }, interactionId: "49bcf26b-ec75-4351-89fa-55d54682c20c", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", callAssociatedData: { customerName: { value: "test", name: "r", agentEditable: false, type: "s", displayName: "d" } }, callAssociatedDetails: { virtualTeamName: "Queue - Telephony", ani: "+19997770096", ronaTimeout: "30", dn: "+12147659000", pathId: " StartCall PlayDone out out out", IvrPath: " EOI", subject: "", toAddress: "", inReplyTo: "", customerName: "", ccAddress: "", entryPointId: "", accountId: "", reasonCode: "", reason: "", references: "", contentType: "", date: "", replyToAddress: "", fromAddress: "", messageId: "", from: "", threadId: "", bccAddress: "", queueType: "", dnis: "", category: "", sourceNumber: "", sourcePage: "", appUser: "", customerNumber: "" }, callProcessingDetails: { QMgrName: "aqm", pauseResumeEnabled: "true", taskToBeSelfServiced: "false", ani: "+19997770096", recordInProgress: "true", pauseDuration: "10", dnis: "+12147659000", tenantId: "133", QueueId: "3268", vteamId: "3268", jscriptId: "AXCZ4c3mjkwgAuS7vSIU", customerName: "", virtualTeamName: "Queue - Telephony", ronaTimeout: "30", category: "", reason: "", sourceNumber: "", sourcePage: "", appUser: "", customerNumber: "", reasonCode: "", IvrPath: " EOI", pathId: " StartCall PlayDone out out out", fromAddress: "" }, media: { "49bcf26b-ec75-4351-89fa-55d54682c20c": { mediaResourceId: "49bcf26b-ec75-4351-89fa-55d54682c20c", mediaType: "telephony", mediaMgr: "vmm", participants: ["+19997770096", "16839506-7c48-4a71-ba1b-d585e5d37607"], mType: "mainCall", isHold: false, holdTimestamp: null } }, owner: "16839506-7c48-4a71-ba1b-d585e5d37607", mediaChannel: "broadcloud", contactDirection: { type: "INBOUND" }, callFlowParams: { Play2: { name: "Play2", qualifier: "", description: "(A valid text.)", valueDataType: "string", value: "Welcome to Agent Team Space" }, Queue3: { name: "Queue3", qualifier: "vteam", description: "(vteam, A valid VTeam.)", valueDataType: "string", value: "3268" } } }, interactionId: "49bcf26b-ec75-4351-89fa-55d54682c20c", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", type: "AgentContactAssigned", destAgentId: "16839506-7c48-4a71-ba1b-d585e5d37607", consultMediaResourceId: "", owner: "", isConferencing: false }; }) // => Add custom task object in Desktop store ``` ##### getTaskMap() Retrieves the full list of tasks that are assigned to an agent at a given time. **Example** ```javascript const currentTaskMap = await Desktop.actions.getTaskMap(); // => Get current task map from Desktop store ``` Returns `{Map}` A list of results. **Example Response** ```javascript Desktop Store TaskMap: Map(1) { "851a8e81-6150-11eb-9a47-f1ca3756d4bd" => { …}, "eed4b53a-614f-11eb-9a47-8be6439707ee" => { …} } [ [Entries] ] { "851a8e81-6150-11eb-9a47-f1ca3756d4bd" => Object } key: "851a8e81-6150-11eb-9a47-f1ca3756d4bd" value: agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701" eventType: "RoutingMessage" interaction: { callAssociatedData: { …}, callAssociatedDetails: { …}, callFlowParams: { …}, callProcessingDetails: { …}, contactDirection: { …}, … } interactionId: "851a8e81-6150-11eb-9a47-f1ca3756d4bd" mediaResourceId: "4D44FF32-A585-4DD8-8422-4920FC97066A@cisco.com" orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25" queueMgr: "aqm" trackingId: "69773a10-6163-11eb-9fb9-8dadf7aee433" type: "AgentContactAssigned" ``` ### Logger Module The `Desktop.logger` module creates and maintains the client-side log messages for third-party widgets. With individually set up logger, you can integrate with the Desktop logging system (that is being used for telemetry and problem report) and at the same time maintain a clear origin definition. We recommend that you create a logger instance for your widgets only once per project. Create a logger instance in a utils.ts file and reuse throughout the components. **Example** ```javascript // utils.ts file import { Desktop } from "@wxcc-desktop/sdk"; export const logger = Desktop.logger.createLogger("my-custom-component"); // Component.ts file import { logger } from "./utils.ts"; logger.info("Info test"); // logger.info => 2020-12-16 13:11:04:971["my-custom-component", "Info test"] logger.warn("Warn test"); // logger.info => 2020-12-16 13:11:04:971["my-custom-component", "Warn test"] logger.error("Error test"); // logger.info => 2020-12-16 13:11:04:971["my-custom-component", "Error test"] ``` For more information on the widget starter example, see [Cisco Webex Contact Center Widget Starter](https://github.com/CiscoDevNet/webex-contact-center-widget-starter/blob/master/lit-element/src/components/sdk.ts). You can obtain logs in a JSON format or as a downloadable \*.log file specifically for your widget. The following are the available options to download the logs: ```javascript // Download logs as a JSON file for "my-custom-component" prefix: Desktop.logger.browserDownloadLogsJson("my-custom-component"); // Download logs as a Text file for "my-custom-component" prefix: Desktop.logger.browserDownloadLogsText("my-custom-component"); // Get logs as Objects collection for "my-custom-component" prefix: Desktop.logger.getLogsCollection("my-custom-component"); // Get logs as base64 encoded url ready to put into link href to initiate browser download as a JSON file for "my-custom-component" prefix: Desktop.logger.getLogsJsonUrl("my-custom-component); // Get logs as base64 encoded url ready to put into link href to initiate browser download as a Text file for "my-custom-component" prefix: Desktop.logger.getLogsTextUrl("my-custom-component"); // Cleanup logs from Local Storage for "my-custom-component" prefix: Desktop.logger.cleanupPrefixedLogs("my-custom-component"); ``` You can also download logs from the Desktop. For more information, see the [Download Error Report](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/desktop_20/webexcc_b_20-desktop-user-guide/webexcc_b_30-cisco-webex-contact-center-agent_chapter_01.html#Cisco_Task_in_List_GUI.dita_f4ea4e02-8d42-412c-8d57-9a10845eefff) section in the _Working with Agent Desktop_ chapter of the _Cisco Webex Contact Center Agent Desktop User Guide_. #### Methods ##### createLogger(my-custom-component) Initializes the logger for third-party widgets that help in logging related information to a particular component. Different methods are used based on the log type. The messages such as info, warn, and error are logged in the browser console. **Example** ```javascript const logerOne = Desktop.logger.createLogger("my-custom-component-one"); const logerTwo = Desktop.logger.createLogger("my-custom-component-two"); logerOne.info("Info test"); // console.log => "my-custom-component: Info:test" logerTwo.warn("Warn test"); // console.log => "my-custom-component: Warn:test" logerOne.error("Error test"); // console.log => "my-custom-component: Error:test" ``` **Parameters** | Name | Type | Description | Required | | ------------------- | ------ | ---------------------------------------------------------------- | -------- | | my-custom-component | String | Name of the component. Example: email component, chat component. | Yes | ##### browserDownloadLogsJson(my-custom-component) Downloads logs as a JSON file for the `my-custom-component` prefix. **Example** ```javascript Desktop.logger.browserDownloadLogsJson("my-custom-component"); ``` **Parameters** | Name | Type | Description | Required | | ------------------- | ------ | ---------------------------------------------------------------- | -------- | | my-custom-component | String | Name of the component. Example: email component, chat component. | Yes | ##### browserDownloadLogsText(my-custom-component) Downloads logs as a text file for the `my-custom-component` prefix. **Example** ```javascript Desktop.logger.browserDownloadLogsText("my-custom-component"); ``` **Parameters** | Name | Type | Description | Required | | ------------------- | ------ | ---------------------------------------------------------------- | -------- | | my-custom-component | String | Name of the component. Example: email component, chat component. | Yes | ##### getLogsCollection(my-custom-component) Retrieves logs as a collection of objects for the `my-custom-component` prefix. **Example** ```javascript Desktop.logger.getLogsCollection("my-custom-component"); ``` **Parameters** | Name | Type | Description | Required | | ------------------- | ------ | ---------------------------------------------------------------- | -------- | | my-custom-component | String | Name of the component. Example: email component, chat component. | Yes | ##### 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. **Example** ```javascript Desktop.logger.getLogsJsonUrl("my-custom-component); ``` **Parameters** | Name | Type | Description | Required | | ------------------- | ------ | ---------------------------------------------------------------- | -------- | | my-custom-component | String | Name of the component. Example: email component, chat component. | Yes | ##### 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. **Example** ```javascript Desktop.logger.getLogsTextUrl("my-custom-component); ``` **Parameters** | Name | Type | Description | Required | | ------------------- | ------ | ---------------------------------------------------------------- | -------- | | my-custom-component | String | Name of the component. Example: email component, chat component. | Yes | ##### cleanupPrefixedLogs(my-custom-component) Cleans up logs from the local storage for the `my-custom-component` prefix. **Example** ```javascript Desktop.logger.cleanupPrefixedLogs("my-custom-component); ``` **Parameters** | Name | Type | Description | Required | | ------------------- | ------ | ---------------------------------------------------------------- | -------- | | my-custom-component | String | Name of the component. Example: email component, chat component. | Yes | ### Agent State Information Module The `Desktop.agentStateInfo` module listens for the latest data updates of agent related information. **Example** ```javascript import { Service } from "@wxcc-desktop/sdk-types"; type LatestInfoData = { teamId?: string, teamName?: string, dn?: string, status?: string, subStatus?: string, idleCodes?: Service.Aqm.Configs.Entity[], idleCode?: IdleCodeData, wrapupCodes?: Service.Aqm.Configs.Entity[], outDialRegex?: string, isOutboundEnabledForTenant?: boolean, isOutboundEnabledForAgent?: boolean, isAdhocDialingEnabled?: boolean, isAgentAvailableAfterOutdial?: boolean, isEndCallEnabled?: boolean, isEndConsultEnabled?: boolean, allowConsultToQueue?: boolean, isCampaignManagementEnabled?: boolean, agentPersonalStatsEnabled?: boolean }; ``` The following table lists the payload details: | Name | Type | Description | Required | | ---------------------------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | teamId | String | Unique identifier of the team. | Yes | | teamName | String | Name of the team. | Yes | | dn | String | Dial number (DN) to the entry point. | Yes | | status | String | Agent log in status such as LoggedIn. | Yes | | subStatus | String | Agent availability status such as Available. | Yes | | idleCodes | Array | Indicates the reason that the agent is idle and not available for any routed requests. The agent changes the state from Available to any configured idle codes. Example: Idle, Coffee break, Meeting, Tea. | Yes | | idleCode | Object | Indicates the current reason that the agent is idle. For example, the agent changed the idle state from Coffee break to Meeting.When the agent is in the Available state, the idleCode is undefined. | Yes | | --> id | Number | Idle code unique identifier. | Yes | | -->name | String | Name of the reason code for the idle state, currently used by the agent. Example: Idle, Coffee break, Meeting, Tea. | Yes | | wrapupCodes | Array | The wrap up reason codes indicating that the agent has ended the interactions with the customer | Yes | | outDialRegex | String | Outdial regular expression validity. | Yes | | isOutboundEnabledForTenant | Boolean | Determines whether the outbound feature is enabled for the tenant.
- True—Enables the outbound feature for the tenant.
- False—Disables the outbound feature for the tenant. | Yes | | isOutboundEnabledForAgent | Boolean | Determines whether the outbound feature is enabled for the agent.
- True—Enables the outbound feature for the agent.
- False—Disables the outbound feature for the agent. | Yes | | isAdhocDialingEnabled | Boolean | Determines whether an agent can use a phone number that is not stated in the enterprise address book to make an outdial call.
- True—An agent is allowed to use phone numbers (using the **Dialpad**) that are not stated in the enterprise address book to make an outdial call.
- False—An agent is allowed to use only the phone numbers that are stated in the enterprise address book to make an outdial call. | Yes | | isAgentAvailableAfterOutdial | Boolean | Determines whether an agent is available or not after the outdial call ends.
- True—The agent is available after the outdial call ends, and the agent state is set as Available.
- False—The agent is not available after the outdial call ends, and the agent state is set as Idle. | Yes | | isEndCallEnabled | Boolean | Determines whether an agent can end a voice call or not.
- True—Enables an agent to end a voice call.
- False—Disables an agent to end a voice call, and the agent must ask the customer to end the voice call. | Yes | | isEndConsultEnabled | Boolean | Determines whether an agent can end a consult call or not. The default value is true.
- True—Enables an agent to end a consult call.
- False—Disables an agent to end a consult call. | Yes | | allowConsultToQueue | Boolean | Determines whether to consult an active call to a queue.
- True—Enables the consult call to a queue.
- False—Disables the consult call to a queue. | Yes | | isCampaignManagementEnabled | Boolean | Determines whether the outbound campaign call feature is enabled or not.
- True—Enables the outbound campaign call feature for an agent.
- False—Disables the outbound campaign call feature for an agent. | Yes | | agentPersonalStatsEnabled | Boolean | Determines whether the Agent Performance Statistics (APS) reports page is enabled or not.
- True—Enables the Agent Performance Statistics (APS) reports page for an agent.
- False—Disables the Agent Performance Statistics (APS) reports page for an agent. | Yes | #### Methods ##### latestData Fetches the latest user related information. Access `latestData` inside the `updated` event hander (See Events section). This will make sure that `agentstateinfo` module is loaded before accessing the property. **Example** ```javascript const latestData: LatestInfoData = Desktop.agentStateInfo.latestData; ``` **Returns** `{Object}` Lists the latest user related information. **Example Response** ```javascript { "agentName": "John Doe", "teamName": "Sales", "teamId": "964", "dn": "8895579172", "status": "LoggedIn", "subStatus": "Idle", "idleCodes": [{ "id": "1646", "isDefault": false, "isSystem": true, "name": "Aux on Login" }], "wrapupCodes": [{ "id": "2065", "isDefault": false, "isSystem": false, "name": "Wrapping up as customer disconnected" }], "outDialRegex": "([0-9a-zA-Z]+[-._])*[0-9a-zA-Z]+", "isOutboundEnabledForTenant": true, "isOutboundEnabledForAgent": true, "isAdhocDialingEnabled": true, "isAgentAvailableAfterOutdial": true, "isEndCallEnabled": true, "isEndConsultEnabled": true, "allowConsultToQueue": true, "isCampaignManagementEnabled": true, "agentPersonalStatsEnabled": true } ``` ##### stateChange(state, auxCodeIdArray) Changes the state of an agent. For example from Available to Idle. **Example** ```javascript await Desktop.agentStateInfo.stateChange({ state: "Available", auxCodeIdArray: "0" }); // An example for Idle with an Idle Code await Desktop.agentStateInfo.stateChange({ state: "Meeting", auxCodeIdArray: "3bdbf3f3-0232-4ae3-b26c-16437c18a13d" }); ``` **Parameters** | Name | Type | Description | Required | | -------------- | ------ | ------------------------------------- | -------- | | state | String | Current agent state. | Yes | | auxCodeIdArray | String | Unique identifier of the agent state. | Yes | **Returns** `{Object}` Lists the agent state change information. **Example Response** ```javascript { "data": { "agentId": "7c867aa9-ec768-341a-b767-e5hd6ae7g701", "agentSessionId": "3d017488-527a-4e89-9313-5d4eb353c789", "auxCodeId": "0", "connectedChannels": [ "38136791-cf79-4663-a5d0-39b0d094abf8" ], "eventType": "AgentDesktopMessage", "lastIdleCodeChangeTimestamp": null, "lastStateChangeReason": "", "lastStateChangeTimestamp": 1612245463183, "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "status": "LoggedIn", "subStatus": "Available", "trackingId": "9008a4a0-651b-11eb-a97d-0d76c582d799", "type": "AgentStateChangeSuccess" }, "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "trackingId": "notifs_aa848b62-4fcf-4d4c-95ad-1233bb7f899c", "type": "AgentStateChange" } ``` ##### fetchAddressBooks() Retrieves the address book details. **Example** ```javascript const books = await Desktop.agentStateInfo.fetchAddressBooks(); ``` **Returns** `{Array}` The array of objects. **Example Response** ```javascript AddressBooks = { speedDials: [{ desc: 'Jane Doe', dn: '9997770094' }, { desc: 'John Doe', dn: '9997770095' }, ] }; Address = { desc: string; dn: string; phoneBookName ? : string; }; ``` ##### mockOutdialAniList() Fetches the ANI list that is used for an outdial call. The administrator adds the outdial ANI list to an agent profile. The outdial number is used as the caller number, and is displayed to the customer as the caller ID. Updates the store variable value as per the response received from `mockOutdialAniList`. (Initially the store variable value will be empty). **Store Variable** ```javascript STORE.agent.outdialAniList ``` **Example** ```javascript await Desktop.agentStateInfo.mockOutdialAniList(); ``` **Returns** `{Object}` Lists the outdial ANI. **Example Response** ```javascript const mockOutdialAniListResponse = { data: { agentSessionId: "", callData: "", data: { mockOutdialAniList: [ { id: "+1-3364112001", name: "outdial ani" }, { id: "+1-3364112002", name: "outdial ani two" }, { id: "+1-3364112003", name: "outdial ani three" }, { id: "+1-3364112004", name: "outdial ani four" } ] }, jsMethod: "mockOutdialAni" }, orgId: "b33fb142-4d65-4781-9899-19b0363cd45f", trackingId: "notifs_b3cf873d-56e4-4f6b-801d-c0dc49f3dd87", type: "mockOutdialAniList" }; ``` #### Events ##### addEventListener Listens to an event named updated that is logged if the dn, status, or subStatus field is changed. For more information, see addEventListener(event, handler). **Example** ```javascript Desktop.agentStateInfo.addEventListener("updated", updatedList => console.log(updatedList)[{ "name": "dn", "value": "+12580258011", "oldValue": "" }, { "name": "status", "value": "LoggedIn", "oldValue": "DefaultState" }, { "name": "subStatus", "value": "Available", "oldValue": "" }] * / ) ``` ### Agent Contact Module The `Desktop.agentContact` module makes requests and listens to notification events related to the agent-contact entity, such as the arrival of a new task. **Example** ```javascript import { Desktop } from "@wxcc-desktop/sdk"; //... /* Supposing Desktop.config.init({...}) was called */ // List of available agent-contact aqm reqs: await Desktop.agentContact.accept({ ... }); await Desktop.agentContact.consultAccept({ ... }); await Desktop.agentContact.buddyAgents({ ... }); await Desktop.agentContact.end({ ... }); await Desktop.agentContact.consultEnd({ ... }); await Desktop.agentContact.cancelCtq({ ... }); await Desktop.agentContact.wrapup({ ... }); await Desktop.agentContact.vteamTransfer({ ... }); await Desktop.agentContact.blindTransfer({ ... }); await Desktop.agentContact.hold({ ... }); await Desktop.agentContact.unHold({ ... }); await Desktop.agentContact.consult({ ... }); await Desktop.agentContact.decline({ ... }); await Desktop.agentContact.consultTransfer({ ... }); await Desktop.agentContact.vteamList({ ... }); await Desktop.agentContact.pauseRecording({ ... }); await Desktop.agentContact.resumeRecording({ ... }); await Desktop.agentContact.acceptV2({ ... }); await Desktop.agentContact.endV2({ ... }); await Desktop.agentContact.cancelTaskV2({ ... }); await Desktop.agentContact.pauseRecordingV2({ ... }); await Desktop.agentContact.resumeRecordingV2({ ... }); await Desktop.agentContact.wrapupV2({ ... }); await Desktop.agentContact.consultV2({ ... }); await Desktop.agentContact.consultEndV2({ ... }); await Desktop.agentContact.consultConferenceV2({ ... }); await Desktop.agentContact.exitConference({ ... }); await Desktop.agentContact.consultTransferV2({ ... }); await Desktop.agentContact.blindTransferV2({ ... }); await Desktop.agentContact.vteamTransferV2({ ... }); await Desktop.agentContact.buddyAgentsV2({ ... }); // List of available agent-contact aqm notifs events: Desktop.agentContact.addEventListener("eAgentContact", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentContactAssigned", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentContactAssignFailed", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentContactEnded", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentContactWrappedUp", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentContactAniUpdated", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentOfferContact", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentOfferContactRona", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentOfferConsult", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentWrapup", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentContactHeld", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentContactUnHeld", msg => console.log(msg)); Desktop.agentContact.addEventListener("eCallRecordingStarted", msg => console.log(msg)); Desktop.agentContact.addEventListener("eResumeRecording", msg => console.log(msg)); Desktop.agentContact.addEventListener("ePauseRecording", msg => console.log(msg)); Desktop.agentContact.addEventListener("eConsultTransfer", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentblindTransferred", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentvteamTransfer", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentConsultCreated", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentConsultConferenced", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentConsultEnded", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentCtqCancelled", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentConsultConferenceEnded", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentConsulting", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentConsultFailed", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentConsultEndFailed", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentCtqFailed", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentCtqCancelFailed", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentConsultConferenceEndFailed", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentMonitorStateChanged", msg => console.log(msg)); Desktop.agentContact.addEventListener("eAgentMonitoringEnded", msg => console.log(msg)); // Module supports removing added listeners like: const listener = msg => console.log(msg); Desktop.agentContact.addEventListener("eAgentContact", listener); Desktop.agentContact.removeEventListener("eAgentContact", listener); // Module supports one-time added listeners like: Desktop.agentContact.addOnceEventListener("eAgentContact", listener); Desktop.agentContact.removeOnceEventListener("eAgentContact", listener); // Module supports removing all listeners like: Desktop.agentContact.removeAllEventListeners(); ``` **Example Response** ```javascript // Generic Response Example form of data is : data: { mediaResourceId: string; eventType: string; agentId: string; destAgentId: string; trackingId: string; consultMediaResourceId: string; interaction: { isFcManaged: boolean; isTerminated: boolean; mediaType: "email" | "chat" | "telephony" | "social" | "sms" | "facebook" | string; previousVTeams: string[]; state: string; currentVTeam: string; participants: any; // todo interactionId: string; orgId: string; }, interactionId: string; orgId: string; owner: string; queueMgr: string; type: string; ronaTimeout ? : number; isConsulted ? : boolean; isConferencing: boolean; updatedBy ? : string; destinationType ? : string; } ``` #### Methods ##### accept() **Caution:** This method will be deprecated in the future. Accepts an incoming task. **Note:** This method works only for non-voice tasks and isn't applicable for voice contacts. **Example** ```javascript await Desktop.agentContact.accept({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” }); ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | **Returns** `{Object}` The value that corresponds to the task. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentContactAssigned`; else, `AgentContactAssignFailed`. **Example Response** ```javascript const acceptResponse = { data: { agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { value: "janedoe@gmail.com" }, category: { value: "Sales" }, customerName: { value: "Jane Doe" }, dn: { value: "Desktop" }, entryPointId: { value: "AXCqFyz1G2pKap9PI-mW" }, guestId: { value: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA" }, mediaChannel: { value: "web" }, reason: { value: "Test" }, reasonCode: { value: "Sales" }, ronaTimeout: { value: "30" }, roomTitle: { value: "Help Jane Doe with Sales" }, taskToBeSelfServiced: { value: "false" }, templateId: { value: "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, templateName: { value: "Desktop" }, virtualTeamName: { value: "Chat_Queue" } }, callAssociatedDetails: { ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dn: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA", mediaChannel: "web", reason: "Test", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", virtualTeamName: "Chat_Queue" }, callFlowParams: { Automation: { description: "(vteam, A valid VTeam.)", name: "Automation", qualifier: "vteam", value: "3270", valueDataType: "string" }, Debit: { description: "(vteam, A valid VTeam.)", name: "Debit", qualifier: "vteam", value: "3270", valueDataType: "string" }, Sales: { description: "(vteam, A valid VTeam.)", name: "Sales", qualifier: "vteam", value: "3270", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3270", ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dnis: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA", mediaChannel: "web", reason: "Test", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", tenantId: "133", virtualTeamName: "Chat_Queue", vteamId: "AXCqFyz1G2pKap9PI-mW" }, contactDirection: { type: "INBOUND" }, currentVTeam: "3270", interactionId: "59dbbca6-4194-11eb-881c-253923a967e0", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "cmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", mediaType: "chat", participants: [ "janedoe@gmail.com", "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed" ] } }, mediaChannel: "web", mediaType: "chat", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", participants: { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { channelId: "bff9350a-9d2a-489a-a8d5-d9dacea4b692", consultState: null, consultTimestamp: null, dn: "9997770110", hasJoined: true, id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", isConsulted: false, isWrapUp: false, joinTimestamp: 1608339210824, lastUpdated: 1608339210824, name: "uuip-agent4 uuip-agent4", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "102d2096-bcc0-45bb-a583-a02f6c188071", siteId: "473", teamId: "1940", teamName: "Medical Help", type: "Agent", wrapUpTimestamp: null }, "janedoe@gmail.com": { id: "janedoe@gmail.com", pType: "Customer", type: "Customer" } }, previousVTeams: [], state: "connected" }, interactionId: "59dbbca6-4194-11eb-881c-253923a967e0", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "9c9b97e0-4194-11eb-b819-7b8dd50ee0cd", type: "AgentContactAssigned" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_02db68c8-a5db-4028-95bb-1aebd6f87609", type: "RoutingMessage" }; ``` ##### consultAccept() Accepts a consult task. **Example** ```javascript await Desktop.agentContact.consultAccept({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” }); ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | **Returns** `{Object}` The value that corresponds to the task. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentConsulting`; else, `AgentContactAssignFailed`. **Example Response** ```javascript const consultAcceptResponse = { data: { agentId: "9b036d89-930c-4187-a5bd-5dbb1439fe41", consultMediaResourceId: "c1b507d0-9aac-4500-a9f8-50f30eba4310", destAgentId: "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { "": { agentEditable: false, displayName: "", name: "", type: "STRING", value: "" }, IvrPath: { agentEditable: false, displayName: "IvrPath", name: "IvrPath", type: "STRING", value: " EOI" }, ani: { agentEditable: false, displayName: "ani", name: "ani", type: "STRING", value: "**********" }, dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "**********" }, nextVteamId: { agentEditable: false, displayName: "nextVteamId", name: "nextVteamId", type: "STRING", value: "Queue" }, pathId: { agentEditable: false, displayName: "pathId", name: "pathId", type: "STRING", value: " StartCall PlayDone" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Queue-1" } }, callAssociatedDetails: { "": "", IvrPath: " EOI", ani: "************", dn: "************", nextVteamId: "Queue", pathId: " StartCall PlayDone", ronaTimeout: "30", virtualTeamName: "Queue-1" }, callFlowParams: { Queue: { description: "(vteam, A valid VTeam.)", name: "Queue", qualifier: "vteam", value: "1336", valueDataType: "string" }, WelcomePrompt: { description: "(mediaFile, A valid media file.)", name: "WelcomePrompt", qualifier: "mediaFile", value: "GAwelcome.wav", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "1336", ani: "************", dnis: "************", isPaused: "false", jscriptId: "AW7HP3QNB44q0sL-cTVz", pauseDuration: "30", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "82", virtualTeamName: "Queue-1", vteamId: "1336" }, contactDirection: { type: "INBOUND" }, currentVTeam: "1336", interactionId: "1277da79-dc49-439c-ab72-f00453a1ff71", isFcManaged: false, isTerminated: false, media: { "1277da79-dc49-439c-ab72-f00453a1ff71": { holdTimestamp: 1612429578817, isHold: true, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1277da79-dc49-439c-ab72-f00453a1ff71", mediaType: "telephony", participants: ["**********", "9b036d89-930c-4187-a5bd-5dbb1439fe41"] }, "c1b507d0-9aac-4500-a9f8-50f30eba4310": { holdTimestamp: null, isHold: false, mType: "consult", mediaMgr: "vmm", mediaResourceId: "c1b507d0-9aac-4500-a9f8-50f30eba4310", mediaType: "telephony", participants: [ "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f", "9b036d89-930c-4187-a5bd-5dbb1439fe41", "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f" ] } }, mediaChannel: "broadcloud", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "9b036d89-930c-4187-a5bd-5dbb1439fe41", participants: { "**********": { id: "**********", pType: "Customer", type: "Customer" }, "9b036d89-930c-4187-a5bd-5dbb1439fe41": { channelId: "3de6706f-95b7-485a-9304-30928f7ee52e", consultState: "consulting", consultTimestamp: 1612429579220, dn: "**********", hasJoined: true, id: "9b036d89-930c-4187-a5bd-5dbb1439fe41", isConsulted: true, isWrapUp: false, joinTimestamp: 1612429549032, lastUpdated: 1612429549032, name: "user1", pType: "Agent", queueId: "1336", queueMgrId: "aqm", sessionId: "90896c91-0f77-4bc6-aec3-488a34ca88d3", siteId: "205", teamId: "598", teamName: "integ-test-team", type: "Agent", wrapUpTimestamp: null }, "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f": { channelId: "fb704337-71c3-4802-a03b-84a2d18eeaa0", consultState: "consulting", consultTimestamp: 1612429579220, dn: "**********", hasJoined: true, id: "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f", isConsulted: true, isWrapUp: false, joinTimestamp: 1612429579200, lastUpdated: 1612429579200, name: "user2", pType: "Agent", queueId: "1336", queueMgrId: "aqm", sessionId: "57323f8b-9460-45fa-aaf6-4ca51c327af8", siteId: "205", teamId: "598", teamName: "integ-test-team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: ["AW6h1AVRrZSGni185x28"], state: "consulting", workflowManager: null }, interactionId: "1277da79-dc49-439c-ab72-f00453a1ff71", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "e7c032be-b18e-4b63-8ab2-6baf50b137b1", type: "AgentConsulting" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_3464be63-83e7-4b2d-94d5-a63fddc108d5", type: "RoutingMessage" }; ``` ##### end() **Caution:** This method will be deprecated in the future. Ends an interaction for a specific task. **Note:** The end call feature is enabled using the `isEndCallEnabled` payload. For more information, see Agent State Information Module. **Example** ```javascript await Desktop.agentContact.end({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” }); ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | **Returns** `{Object}` The value that corresponds to the task. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentWrapup` or `ContactEnded`; else, `ContactEndFailed`. **Example Response** ```javascript const endResponse = { data: { agentsPendingWrapUp: ["7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"], eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { value: "janedoe@gmail.com" }, category: { value: "Sales" }, customerName: { value: "Jane Doe" }, dn: { value: "Desktop" }, entryPointId: { value: "AXCqFyz1G2pKap9PI-mW" }, guestId: { value: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, mediaChannel: { value: "web" }, reason: { value: "Test" }, reasonCode: { value: "Sales" }, ronaTimeout: { value: "30" }, roomTitle: { value: "Help Jane Doe with Sales" }, taskToBeSelfServiced: { value: "false" }, templateId: { value: "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, templateName: { value: "Desktop" }, virtualTeamName: { value: "Chat_Queue" } }, callAssociatedDetails: { ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dn: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", reason: "Please help", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", virtualTeamName: "Chat_Queue" }, callFlowParams: { Automation: { description: "(vteam, A valid VTeam.)", name: "Automation", qualifier: "vteam", value: "3270", valueDataType: "string" }, Debit: { description: "(vteam, A valid VTeam.)", name: "Debit", qualifier: "vteam", value: "3270", valueDataType: "string" }, Sales: { description: "(vteam, A valid VTeam.)", name: "Sales", qualifier: "vteam", value: "3270", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3270", ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dnis: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", pauseDuration: "10", pauseResumeEnabled: "true", reason: "Please help", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", tenantId: "133", virtualTeamName: "Chat_Queue", vteamId: "AXCqFyz1G2pKap9PI-mW" }, contactDirection: { type: "INBOUND" }, currentVTeam: "3270", interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", isFcManaged: false, isTerminated: true, media: {}, mediaChannel: "web", mediaType: "chat", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", participants: { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { channelId: "ff0a5296-8aa2-483b-8c50-577fedb1bfde", consultState: null, consultTimestamp: null, dn: "9997770110", hasJoined: true, id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", isConsulted: false, isWrapUp: false, joinTimestamp: 1608239195992, lastUpdated: 1608239195992, name: "uuip-agent4 uuip-agent4", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061", siteId: "473", teamId: "962", teamName: "Team X", type: "Agent", wrapUpTimestamp: null }, "janedoe@gmail.com": { id: "janedoe@gmail.com", pType: "Customer", type: "Customer" } }, previousVTeams: [], state: "connected" }, interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vYWEzNTA5YzAtNDBhYi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "4eb68870-40ac-11eb-8866-d7ef6ff89aa6", type: "ContactEnded" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_3cda2c34-1410-4476-9c5c-5d779a615b8a", type: "RoutingMessage" }; ``` ##### buddyAgents() **Caution:** This method will be deprecated in the future. Fetches the list of agents available for consult call and conference call. **Example** ``` await Desktop.agentContact.buddyAgents({ data: { agentProfileId: "AXCLfZhH9S1oTdqE1OFw", channelName: "chat", state: "Available" } }); ``` The following table lists the payload details: | Name | Type | Description | Required | | ----------------- | ------ | --------------------------------------- | -------- | | data | Object | Options of the buddy agents. | Yes | | -->agentProfileId | String | Unique identifier of the agent profile. | Yes | | -->channelName | String | The media channel type such as chat. | Yes | | -->state | String | The agent availability status. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `BuddyAgents`; else, `BuddyAgentsRetrieveFailed`. **Example Response** ```javascript BuddyAgentResponse = { data: { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", agentList: [], agentSessionId: "25f31485-f41c-4cca-abe5-e12b80735715", eventType: "AgentDesktopMessage", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "1a2737c0-6704-11eb-9a89-971a3ca976b4", type: "BuddyAgents" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_49119bed-6dbc-48e6-89fa-9dde8da3fc3e", type: "BuddyAgents" }; ``` ##### consult() **Caution:** This method will be deprecated in the future. Initiates a consult request with an agent, a dial number (DN), or a queue. **Note:** The consult call to queue feature is enabled using the allowConsultToQueue payload. For more information, see Agent State Information Module. **Example** ```javascript await Desktop.agentContact.consult({ interactionId: “a26d035d - b547 - 11 ea - 984 b - d3128111ce6b”, data: { agentId: “43 bfcdef - 5551 - 45 b1 - a8f9 - a0b33e66e3fe”, destAgentId: “f795f41f - 3782 - 44 fa - 97 a4 - c8b4dc029477”, mediaType: “chat” }, url: “consult” }); // consult Payload Type type ConsultPayload = { interactionId: string; data: ConsultPayload | ConsultDN | ConsultAgent | ConsultQueue; url: string; } type ConsultPayload = { agentId: string; destAgentId: string | undefined; mediaType ? : string | undefined; } type ConsultDN = { destAgentId: string; destinationType: string; mediaType: string; trackingId ? : string; }; type ConsultAgent = { agentId: string; destAgentId: string; destAgentDN ? : string; destAgentTeamId ? : string; destSiteId ? : string; mediaType: string; trackingId: string; }; type ConsultQueue = { agentId: string; queueId: string; trackingId: string; }; ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | ------------------------------------------------------------------------------------------ | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the consult request. | Yes | | -->agentId | String | Unique identifier of the agent. | Yes | | -->destAgentId | String | Unique identifier of the consult request destination agent. | Yes | | -->mediaType | String | The media channel type such as chat. | Yes | | -->destinationType | String | The type of consult request to be placed. The destination type can be Agent, Queue, or DN. | Yes | | -->trackingId | String | Unique identifier based on the consult request type. | Yes | | -->destAgentDN | String | The dial number of the destination agent. | Yes | | -->destAgentTeamId | String | Unique identifier of the team to which the destination agent belongs. | Yes | | -->destSiteId | String | Unique identifier of the destination site. | Yes | | -->queueId | String | Unique identifier of the queue. | Yes | | url | String | The URL of the consult. Example, consult, ctq. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentConsultCreated`; else, `AgentCtqFailed` or `AgentConsultFailed`. **Example Response** ```javascript const consultResponse = { data: { agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", consultMediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1", destAgentId: "aad323de-32d8-48c9-af6b-b68dfbabfe20", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { value: "janedoe@gmail.com" }, category: { value: "Sales" }, customerName: { value: "Jane Doe" }, dn: { value: "Desktop" }, entryPointId: { value: "AXCqFyz1G2pKap9PI-mW" }, guestId: { value: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, mediaChannel: { value: "web" }, reason: { value: "test" }, reasonCode: { value: "Sales" }, ronaTimeout: { value: "30" }, roomTitle: { value: "Help Jane Doe with Sales" }, taskToBeSelfServiced: { value: "false" }, templateId: { value: "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, templateName: { value: "Desktop" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Chat_Queue" } }, callAssociatedDetails: { ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dn: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", reason: "test", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", virtualTeamName: "Chat_Queue" }, callFlowParams: { Automation: { description: "(vteam, A valid VTeam.)", name: "Automation", qualifier: "vteam", value: "3270", valueDataType: "string" }, Debit: { description: "(vteam, A valid VTeam.)", name: "Debit", qualifier: "vteam", value: "3270", valueDataType: "string" }, Sales: { description: "(vteam, A valid VTeam.)", name: "Sales", qualifier: "vteam", value: "3270", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3270", ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dnis: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", pauseDuration: "10", pauseResumeEnabled: "true", reason: "test", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", tenantId: "133", virtualTeamName: "Chat_Queue", vteamId: "AXCqFyz1G2pKap9PI-mW" }, contactDirection: { type: "INBOUND" }, currentVTeam: "3270", interactionId: "5622d599-40af-11eb-8606-657fd6cc0548", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "cmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1", mediaType: "chat", participants: [ "janedoe@gmail.com", "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed" ] }, consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1: { holdTimestamp: null, isHold: false, mType: "consult", mediaMgr: "cmm", mediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1", mediaType: "chat", participants: [ "aad323de-32d8-48c9-af6b-b68dfbabfe20", "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed" ] } }, mediaChannel: "web", mediaType: "chat", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", participants: { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { channelId: "7272c119-821f-485a-b352-29be1f3f0fff", consultState: "consultInitiated", consultTimestamp: 1608240860457, dn: "9997770110", hasJoined: true, id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", isConsulted: false, isWrapUp: false, joinTimestamp: 1608240840633, lastUpdated: 1608240840633, name: "uuip-agent4 uuip-agent4", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061", siteId: "473", teamId: "962", teamName: "Team X", type: "Agent", wrapUpTimestamp: null }, "aad323de-32d8-48c9-af6b-b68dfbabfe20": { channelId: "b1da7e42-2aeb-492b-ad06-115ba8dfa506", consultState: null, consultTimestamp: null, dn: "9997770109", hasJoined: false, id: "aad323de-32d8-48c9-af6b-b68dfbabfe20", isConsulted: true, isWrapUp: false, joinTimestamp: null, lastUpdated: 1608240860436, name: "uuip-agent2 uuip-agent2", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "3443f9d7-68de-42a0-a590-176a37a3565a", siteId: "473", teamId: "962", teamName: "Team X", type: "Agent", wrapUpTimestamp: null }, "janedoe@gmail.com": { id: "janedoe@gmail.com", pType: "Customer", type: "Customer" } }, previousVTeams: [], state: "consult" }, interactionId: "5622d599-40af-11eb-8606-657fd6cc0548", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "9f682870-40af-11eb-bc9c-df3ff755538c", type: "AgentConsultCreated" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_6dc77353-e810-4751-82ac-dab03e3951c2", type: "RoutingMessage" }; ``` ##### consultConference() **Caution:** This method will be deprecated in the future. Initiates a conference request with one of the agents from the list of buddyAgents. **Example** ```javascript await Desktop.agentContact.consultConference({ interactionId: “a26d035d - b547 - 11 ea - 984 b - d3128111ce6b”, data: { agentId: “43 bfcdef - 5551 - 45 b1 - a8f9 - a0b33e66e3fe”, destAgentId: “f795f41f - 3782 - 44 fa - 97 a4 - c8b4dc029477”, mediaType: “chat” } }); // consult conference Payload Type type ConsultConferencePayload = { interactionId: string;data: ConsultPayload | ConsultDN } type ConsultDN = { destAgentId: string; destinationType: string; mediaType: string; trackingId ? : string | undefined; } type ConsultPayload = { agentId: string; destAgentId: string | undefined; mediaType ? : string | undefined; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | ----------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the conference request. | Yes | | -->agentId | String | Unique identifier of the agent. | Yes | | -->destAgentId | String | Unique identifier of the conference request destination agent. | Yes | | -->mediaType | String | The media channel type such as chat. | Yes | | -->destinationType | String | The type of consult conference request to be placed. The destination type can be Agent, Queue, or DN. | Yes | | -->trackingId | String | Unique identifier based on the conference request type. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is`AgentConsultConferenced`; else, `AgentConsultConferenceFailed`. **Example Response** ```javascript const consultConferenceResponse = { data: { agentId: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", consultMediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", destAgentId: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { agentEditable: false, displayName: "ani", name: "ani", type: "STRING", value: "displayName" }, appUser: { agentEditable: false, displayName: "appUser", name: "appUser", type: "STRING", value: "appuser-1212" }, customerName: { agentEditable: false, displayName: "customerName", name: "customerName", type: "STRING", value: "displayName" }, dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "AXVP2lxF0G6K4V3pFKRG" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "QA-e2e-SocialQueue" } }, callAssociatedDetails: { ani: "***********", appUser: "appuser-1212", customerName: "displayName", dn: "********************", ronaTimeout: "30", virtualTeamName: "QA-e2e-SocialQueue" }, callFlowParams: {}, callProcessingDetails: { QMgrName: "aqm", QueueId: "5134", ani: "***********", appUser: "appuser-1212", customerName: "displayName", dnis: "********************", pauseDuration: "30", pauseResumeEnabled: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "82", virtualTeamName: "QA-e2e-SocialQueue", vteamId: "5134" }, contactDirection: { type: "INBOUND" }, currentVTeam: "5134", interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "socialmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", mediaType: "social", participants: [ "displayName", "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2" ] }, consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1: { holdTimestamp: null, isHold: false, mType: "consult", mediaMgr: "socialmm", mediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", mediaType: "social", participants: [ "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2" ] } }, mediaChannel: "type", mediaType: "social", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", participants: { "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf": { channelId: "e08a6068-688d-472b-887b-1c5d39c7155f", consultState: "conferencing", consultTimestamp: 1612431260416, dn: "*****", hasJoined: true, id: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", isConsulted: false, isWrapUp: false, joinTimestamp: 1612431253790, lastUpdated: 1612431253790, name: "social-agent2", pType: "Agent", queueId: "5134", queueMgrId: "aqm", sessionId: "a9aa9867-e62f-4415-9ea4-6babace39d4f", siteId: "205", teamId: "384", teamName: "TeamSales", type: "Agent", wrapUpTimestamp: null }, "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2": { channelId: "841235e4-7052-455b-be64-30f2f3c4a59b", consultState: "conferencing", consultTimestamp: 1612431260416, dn: "*****", hasJoined: true, id: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", isConsulted: true, isWrapUp: false, joinTimestamp: 1612431258137, lastUpdated: 1612431258137, name: "social-agent1", pType: "Agent", queueId: "5134", queueMgrId: "aqm", sessionId: "600e7ebb-20aa-4c91-a4f0-ebc596249603", siteId: "205", teamId: "384", teamName: "TeamSales", type: "Agent", wrapUpTimestamp: null }, displayName: { id: "displayName", pType: "Customer", type: "Customer" } }, previousVTeams: ["AXVP2lxF0G6K4V3pFKRG"], state: "conference", workflowManager: null }, interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "4a958ace-49a2-49aa-b2e5-8798ede03f13", type: "AgentConsultConferenced" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_68c519c8-04f5-48b4-a5cf-609a09ccd765", type: "RoutingMessage" }; ``` ##### consultEnd() **Caution:** This method will be deprecated in the future. Ends a consult request. **Note:** The end consult call feature is enabled using the isEndConsultEnabled payload. For more information, see Agent State Information Module. **Example** ```javascript await Desktop.agentContact.consultEnd({ interactionId: “a26d035d - b547 - 11 ea - 984 b - d3128111ce6b”, isConsult: false }); // Consult end payload type { interactionId: string;isConsult: boolean } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------- | --------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | isConsult | Boolean | Determines whether the task request is consult or not.

- True—The task request is consult.
- False—The task request is not consult. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, and `isConsult` is _true_, the value is `AgentConsultEnded`; else, `AgentConsultConferenceEnded`. If the method is unsuccessful, the value is `AgentConsultEndFailed`. **Example Response** ```javascript const consultEndResponse = { data: { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", consultMediaResourceId: "f23b5b8a-4b02-451e-b9f5-8517b5bef97c", destAgentId: "9fca6158-a8bd-43e6-aeba-e5055aea08c5", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", isPaused: "false", outdialTransferToQueueEnabled: "false", pauseDuration: "10", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", isFcManaged: false, isTerminated: false, media: { "1dd08726-bca5-4ce8-9b51-b20dca8ab154": { holdTimestamp: 1612356600241, isHold: true, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaType: "telephony", participants: [""] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "": { id: "", pType: "Customer", type: "Customer" }, "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: true, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: 1612354635705, lastUpdated: 1612354635705, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "connected", workflowManager: null }, interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "f7c7ecd2-ef27-4273-bc11-1543bddc8810", type: "AgentConsultEnded" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_860d1e16-88b8-4d6c-8bac-18075d72a7e8", type: "RoutingMessage" }; ``` ##### decline() Declines a consult request. **Example** ```javascript await Desktop.agentContact.decline({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3”; data: { mediaResourceId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” } isConsult: true; }); // Decline payload type { interactionId: string; data: Contact.declinePayload; isConsult: boolean } type declinePayload = { mediaResourceId: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------- | --------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | isConsult | Boolean | Determines whether the task request is consult or not.

- True—The task request is consult.
- False—The task request is not consult. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, and `isConsult` is _true_, the value is `AgentConsultFailed`; else, `AgentOfferContactRona`. **Example Response** ```javascript const declineResponse = { data: { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", destAgentId: "f795f41f-3782-44fa-97a4-c8b4dc029477", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: {}, callAssociatedDetails: {}, callFlowParams: {}, callProcessingDetails: {}, contactDirection: { type: "INBOUND" }, currentVTeam: "", interactionId: "9ad96648-415b-11eb-881c-ed6dd0d45a04", isFcManaged: false, isTerminated: false, media: {}, mediaChannel: "none", mediaType: "none", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: null, participants: {}, previousVTeams: [], state: "none", workflowManager: null }, interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", reason: "Test", reasonCode: 500, trackingId: "2037cb70-653d-11eb-8a11-a3c35f103d4b", type: "AgentConsultFailed" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_a241b1c4-3d42-4ad0-8738-71b1e7611550", type: "RoutingMessage" }; ``` ##### cancelCtq() Cancels a consult to queue request. **Example** ```javascript await Desktop.agentContact.cancelCtq({ interactionId: “a26d035d - b547 - 11 ea - 984 b - d3128111ce6b”, data: { agentId: “f795f41f - 3782 - 44 fa - 97 a4 - c8b4dc029477”, queueId: "3268" } }); // cancelCtq Payload { interactionId: string;data: Contact.cancelCtq } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the consult to queue request. | Yes | | -->agentId | String | Unique identifier of the agent. | Yes | | -->queueId | String | Unique identifier of the queue. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentCtqCancelled`; else, `AgentCtqCancelFailed`. **Example Response** ```javascript const cancelCtqResponse = { data: { agentId: "a96ffe92-f5c8-4715-9427-fa32a7e57ccc", eventType: "RoutingMessage", interaction: { callAssociatedData: {}, callAssociatedDetails: {}, callFlowParams: {}, callProcessingDetails: {}, contactDirection: { type: "INBOUND" }, currentVTeam: "", interactionId: "9ad96648-415b-11eb-881c-ed6dd0d45a04", isFcManaged: false, isTerminated: false, media: {}, mediaChannel: "none", mediaType: "none", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: null, participants: {}, previousVTeams: [], state: "none" }, interactionId: "c8e35eec-a977-409b-922d-7d2825c63cf2", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueId: "7352", queueMgr: "aqm", trackingId: "ee2bc7e0-50c8-11eb-a1f8-5d0ad357b8a5", type: "AgentCtqCancelled" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_908141bb-3f1f-43fe-b7e2-5a132c97745f", type: "RoutingMessage" }; ``` ##### wrapup() **Caution:** This method will be deprecated in the future. Wraps up work for a task. Wrap up reason is applied after the task has been ended either by the agent or by the customer. A wrap up is essential and is the last step in an agent's flow of handling tasks. **Example** ```javascript await Desktop.agentContact.wrapup({ interactionId: “dab1a2f0 - bad0 - 11 ea - 8e7 c - 0 d99ede2535a”, data: { wrapUpReason: "Sales"; auxCodeId: "AXUH3oN12eV-WekpnDpl"; isAutoWrapup: "false"; } }); // Wrap Payload Type { interactionId: string;data: Contact.WrapupPayLoad } ``` The following table lists the payload details: | Name | Type | Description | Required | | --------------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------ | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the wrap up. | Yes | | -->wrapUpReason | String | Every wrap up reason will have an unique auxillary code. Use this field to specify the reason for wrapping up the call, maximum length 128 characters. | Yes | | -->auxCodeId | String | Auxiliary codes are status codes which an agent can select in Webex Contact Center Agent Desktop. They are of two types: Idle and Wrap-Up codes, and every agent profile must have one of each for the agent to use. Wrap-up codes indicate the result of customer contacts, such as successful resolution or escalation of the contact. Creating and managing auxiliary codes requires an administrator role and the appropriate cjp:config_write or cjp:config_read scopes, maximum length 36 characters. | Yes | | -->isAutoWrapup | Boolean | Determines whether the auto wrap up is enabled or not.

- True—The auto warp up is enabled.
- False—The auto warp up is disabled. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentWrappedUp`; else, `AgentWrapupFailed`. **Example Response** ```javascript const wrapUpResponse = { "data": { "agentId": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "eventType": "RoutingMessage", "interaction": { "callAssociatedData": { "ani": { "value": "janedoe@gmail.com" }, "category": { "value": "Sales" }, "customerName": { "value": "Jane Doe" }, "dn": { "value": "Desktop" }, "entryPointId": { "value": "AXCqFyz1G2pKap9PI-mW" }, "guestId": { "value": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, "mediaChannel": { "value": "web" }, "reason": { , "value": "Test" }, "reasonCode": { "value": "Sales" }, "ronaTimeout": { "value": "30" }, "roomTitle": { "value": "Help Jane Doe with Sales" }, "taskToBeSelfServiced": { "value": "false" }, "templateId": { "value": "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, "templateName": { "value": "Desktop" }, "virtualTeamName": { "value": "Chat_Queue" } }, "callAssociatedDetails": { "ani": "janedoe@gmail.com", "category": "Sales", "customerName": "Jane Doe", "dn": "Desktop", "entryPointId": "AXCqFyz1G2pKap9PI-mW", "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", "mediaChannel": "web", "reason": "Test", "reasonCode": "Sales", "ronaTimeout": "30", "roomTitle": "Help Jane Doe with Sales", "taskToBeSelfServiced": "false", "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329", "templateName": "Desktop", "virtualTeamName": "Chat_Queue" }, "callFlowParams": { "Automation": { "description": "(vteam, A valid VTeam.)", "name": "Automation", "qualifier": "vteam", "value": "3270", "valueDataType": "string" }, "Debit": { "description": "(vteam, A valid VTeam.)", "name": "Debit", "qualifier": "vteam", "value": "3270", "valueDataType": "string" }, "Sales": { "description": "(vteam, A valid VTeam.)", "name": "Sales", "qualifier": "vteam", "value": "3270", "valueDataType": "string" } }, "callProcessingDetails": { "QMgrName": "aqm", "QueueId": "3270", "ani": "janedoe@gmail.com", "category": "Sales", "customerName": "Jane Doe", "dnis": "Desktop", "entryPointId": "AXCqFyz1G2pKap9PI-mW", "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", "mediaChannel": "web", "pauseDuration": "10", "pauseResumeEnabled": "true", "reason": "Test", "reasonCode": "Sales", "ronaTimeout": "30", "roomTitle": "Help Jane Doe with Sales", "taskToBeSelfServiced": "false", "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329", "templateName": "Desktop", "tenantId": "133", "virtualTeamName": "Chat_Queue", "vteamId": "AXCqFyz1G2pKap9PI-mW" }, "contactDirection": { "type": "INBOUND" }, "currentVTeam": "3270", "interactionId": "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", "isFcManaged": false, "isTerminated": true, "media": {}, "mediaChannel": "web", "mediaType": "chat", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "outboundType": null, "owner": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "participants": { "janedoe@gmail.com": { "id": "janedoe@gmail.com", "pType": "Customer", "type": "Customer" } }, "previousVTeams": [], "state": "connected" }, "interactionId": "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "queueMgr": "aqm", "trackingId": "5272a610-40ac-11eb-8866-d7ef6ff89aa6", "type": "AgentWrappedUp", "wrapUpAuxCodeId": "0" }, "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "trackingId": "notifs_b5e0ebb7-fd1d-479f-8663-81a64030cee6", "type": "RoutingMessage" } ``` ##### vTeamList() Retrieves a list of vTeams (queues) available for transfer. Instead of transferring your interaction to a particular agent, you can transfer it to an appropriate queue (vTeam). **Example** ```javascript await Desktop.agentContact.vteamList({ data: { agentProfileId: “AXCLfZhH9S1oTdqE1OFw”, agentSessionId: “5 a84d32c - 691 b - 4500 - b163 - d6cdba2a3163”, channelType: “chat”, type: “inboundqueue” trackingId: "9c9b97e0-4194-11eb-b819-7b8dd50ee0cd", }; }); // Vteam List Payload Type { data: Contact.VTeam } ``` The following table lists the payload details: | Name | Type | Description | Required | | ----------------- | ------ | ----------------------------------------------------------------- | -------- | | data | Object | Options of the list of queues available for transfer. | Yes | | -->agentProfileId | String | Unique identifier of the agent profile. | Yes | | -->agentSessionId | String | Unique identifier of the agent session. | Yes | | -->channelType | String | The media channel type such as chat. | Yes | | -->type | String | The type of queue list. | Yes | | -->trackingId | String | Unique identifier based on the queue list available for transfer. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `VteamList`; else, `VteamListFailed`. **Example Response** ```javascript const vTeamResponse = { data: { agentSessionId: "5a84d32c-691b-4500-b163-d6cdba2a3163", callData: "", data: { allowConsultToQueue: true, vteamList: [ { analyzerId: "AXT3_BAV0G6K4V3p9euK", callDistributionGroups: [], channelType: "chat", id: "7178", maxTimeInQueue: 500, name: "Chat_Demo", routingType: null, skillBasedRoutingType: null, type: "inboundqueue" }, { analyzerId: "AXNSDOdSQJBc-emowhp3", callDistributionGroups: [], channelType: "chat", id: "5900", maxTimeInQueue: 500, name: "Chat_Automation_Queue", routingType: null, skillBasedRoutingType: null, type: "inboundqueue" }, { analyzerId: "AXDiuOLjKin42Ov3QJXN", callDistributionGroups: [], channelType: "chat", id: "3381", maxTimeInQueue: 500, name: "Dont_delete_Chat_queue", routingType: null, skillBasedRoutingType: null, type: "inboundqueue" }, { analyzerId: "AXCZ1Cc0B023QCbPLXpr", callDistributionGroups: [], channelType: "chat", id: "3270", maxTimeInQueue: 500, name: "Chat_Queue", routingType: null, skillBasedRoutingType: null, type: "inboundqueue" } ] }, jsMethod: "vteamListChanged" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_0e6eff89-165e-46b6-8c85-1aada01dab82", type: "VteamList" }; ``` ##### vTeamTransfer() **Caution:** This method will be deprecated in the future. Initiates a vTeam transfer request. **Example** ```javascript await Desktop.agentContact.vteamTransfer({ interactionId: “dab1a2f0 - bad0 - 11 ea - 8e7 c - 0 d99ede2535a”, data: { vteamId: "AXDiuOLjKin42Ov3QJXN", vteamType: "inboundqueue" } }); // Vteam Transfer Payload Type { interactionId: string; data: Contact.vteamTransferPayLoad } type vteamTransferPayLoad = { vteamId: string; vteamType: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ---------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the vTeam transfer request. | Yes | | -->vteamId | String | vTeam unique identifier. | Yes | | -->vteamType | String | vTeam transfer type.
- inboundentrypoint: Indicates transfer to an entry point.
- inboundqueue: Indicates transfer to a queue.
| Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentVteamTransferred`; else, `AgentVteamTransferFailed`. **Example Response** ```javascript const vTeamTransferResponse = { "agentId": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "eventType": "RoutingMessage", "interaction": { "callAssociatedData": { "ani": { "value": "janedoe@gmail.com" }, "category": { "value": "Sales" }, "customerName": { "value": "Jane Doe" }, "dn": { "value": "Desktop" }, "entryPointId": { "value": "AXCqFyz1G2pKap9PI-mW" }, "guestId": { "value": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, "mediaChannel": { "value": "web" }, "reason": { "value": "Test" }, "reasonCode": { "value": "Sales" }, "ronaTimeout": { "value": "30" }, "roomTitle": { "value": "Help Jane Doe with Sales" }, "taskToBeSelfServiced": { "value": "false" }, "templateId": { "value": "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, "templateName": { "value": "Desktop" }, "virtualTeamName": { "value": "Chat_Queue" } }, "callAssociatedDetails": { "ani": "janedoe@gmail.com", "category": "Sales", "customerName": "Jane Doe", "dn": "Desktop", "entryPointId": "AXCqFyz1G2pKap9PI-mW", "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", "mediaChannel": "web", "reason": "Test", "reasonCode": "Sales", "ronaTimeout": "30", "roomTitle": "Help Jane Doe with Sales", "taskToBeSelfServiced": "false", "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329", "templateName": "Desktop", "virtualTeamName": "Chat_Queue" }, "callFlowParams": { "Automation": { "description": "(vteam, A valid VTeam.)", "name": "Automation", "qualifier": "vteam", "value": "3270", "valueDataType": "string" }, "Debit": { "description": "(vteam, A valid VTeam.)", "name": "Debit", "qualifier": "vteam", "value": "3270", "valueDataType": "string" }, "Sales": { "description": "(vteam, A valid VTeam.)", "name": "Sales", "qualifier": "vteam", "value": "3270", "valueDataType": "string" } }, "callProcessingDetails": { "QMgrName": "aqm", "QueueId": "3270", "ani": "janedoe@gmail.com", "category": "Sales", "customerName": "Jane Doe", "dnis": "Desktop", "doNotRouteToAgents": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "entryPointId": "AXCqFyz1G2pKap9PI-mW", "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", "mediaChannel": "web", "pauseDuration": "10", "pauseResumeEnabled": "true", "reason": "Test", "reasonCode": "Sales", "ronaTimeout": "30", "roomTitle": "Help Jane Doe with Sales", "taskToBeSelfServiced": "false", "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329", "templateName": "Desktop", "tenantId": "133", "virtualTeamName": "Chat_Queue", "vteamId": "7178", "vteamType": "inboundqueue" }, "contactDirection": { "type": "INBOUND" }, "currentVTeam": "7178", "interactionId": "29bafa9c-40b5-11eb-8606-edd437f1b927", "isFcManaged": false, "isTerminated": false, "media": { "Y2lzY29zcGFyazovL3VzL1JPT00vMmNiMTMwMDAtNDBiNS0xMWViLWE4M2ItZWI4ZTQwMDk1MDk5": { "holdTimestamp": null, "isHold": false, "mType": "mainCall", "mediaMgr": "cmm", "mediaResourceId": "Y2lzY29zcGFyazovL3VzL1JPT00vMmNiMTMwMDAtNDBiNS0xMWViLWE4M2ItZWI4ZTQwMDk1MDk5", "mediaType": "chat", "participants": ["janedoe@gmail.com", "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"] } }, "mediaChannel": "web", "mediaType": "chat", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "outboundType": null, "owner": null, "participants": { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { "channelId": "ccbffa6f-4322-4e06-850f-e0ab2915f238", "consultState": null, "consultTimestamp": null, "dn": "9997770110", "hasJoined": true, "id": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "isConsulted": false, "isWrapUp": true, "joinTimestamp": 1608243279477, "lastUpdated": 1608254153975, "name": "FirstName LastName", "pType": "Agent", "queueId": "3270", "queueMgrId": "aqm", "sessionId": "b8c096ab-f9a0-49be-9efd-f8c78e1a7061", "siteId": "473", "teamId": "962", "teamName": "Team X", "type": "Agent", "wrapUpTimestamp": 1608254153975 }, "janedoe@gmail.com": { "id": "janedoe@gmail.com", "pType": "Customer", "type": "Customer" } }, "previousVTeams": ["3270"], "state": "new" }, "interactionId": "29bafa9c-40b5-11eb-8606-edd437f1b927", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "queueMgr": "aqm", "trackingId": "91480930-40ce-11eb-840f-7f9e29c6b481", "type": "AgentVteamTransferred" }, "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "trackingId": "notifs_08102baa-3437-4c6d-812c-db4ce8755ea0", "type": "RoutingMessage" } ``` ##### blindTransfer() **Caution:** This method will be deprecated in the future. Initiates a blind transfer request. This method can be used to transfer a contact to an Agent or to a Dial Number. #### Blind Transfer to Agent **Example** ```javascript await Desktop.agentContact.blindTransfer({ interactionId: “08259 a2b - bacf - 11 ea - bdd9 - abbd16eaf1d5”, data: { agentId: “f795f41f - 3782 - 44 fa - 97 a4 - c8b4dc029477”, destAgentId: “299 b728a - d6f8 - 4934 - 8 fad - 577525 c0b7fc”, mediaType: “chat”, destAgentTeamId: “964”, destAgentDN: “9997770095”, destSiteId: “472” } }); // BlindTransfer Payload Type { interactionId: string; data: Contact.blindTransferPayLoad } type blindTransferPayLoad = { agentId: string; destAgentId: string; mediaType: string; destAgentTeamId: string; destAgentDN: string; destSiteId: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | The unique ID represents the task that the user is currently working on. It is generated automatically during the creation of a new task. | Yes | | data | Object | Options of the blind transfer request. | Yes | | -->agentId | String | Unique identifier of the agent. | Yes | | -->destAgentId | String | Unique identifier of the destination agent. | Yes | | -->mediaType | String | The media channel type such as chat. | Yes | | -->destAgentTeamId | String | Unique identifier of the team to which the destination agent belongs. | Yes | | -->destAgentDN | String | The dial number of the destination agent. | Yes | | -->destSiteId | String | Unique identifier of the destination site. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentBlindTransferred`; else, `AgentBlindTransferFailedEvent`. **Example Response** ```javascript const blindTransferResponse = { data: { agentId: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", destAgentId: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { agentEditable: false, displayName: "ani", name: "ani", type: "STRING", value: "displayName" }, appUser: { agentEditable: false, displayName: "appUser", name: "appUser", type: "STRING", value: "qaus1-appuser-1212" }, customerName: { agentEditable: false, displayName: "customerName", name: "customerName", type: "STRING", value: "displayName" }, dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "AXVP2lxF0G6K4V3pFKRG" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "QA-e2e-SocialQueue" } }, callAssociatedDetails: { ani: "***********", appUser: "appuser-1212", customerName: "displayName", dn: "********************", ronaTimeout: "30", virtualTeamName: "QA-e2e-SocialQueue" }, callFlowParams: {}, callProcessingDetails: { BLIND_TRANSFER_IN_PROGRESS: "true", QMgrName: "aqm", QueueId: "5134", ani: "***********", appUser: "qaus1-appuser-1212", customerName: "displayName", dnis: "********************", pauseDuration: "30", pauseResumeEnabled: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "82", virtualTeamName: "SocialQueue", vteamId: "5134" }, contactDirection: { type: "INBOUND" }, currentVTeam: "5134", interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "socialmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", mediaType: "social", participants: ["displayName"] } }, mediaChannel: "type", mediaType: "social", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", participants: { "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf": { channelId: "e08a6068-688d-472b-887b-1c5d39c7155f", consultState: null, consultTimestamp: null, dn: "*****", hasJoined: false, id: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", isConsulted: false, isWrapUp: false, joinTimestamp: null, lastUpdated: 1612431250963, name: "social-agent2", pType: "Agent", queueId: "5134", queueMgrId: "aqm", sessionId: "a9aa9867-e62f-4415-9ea4-6babace39d4f", siteId: "205", teamId: "384", teamName: "TeamSales", type: "Agent", wrapUpTimestamp: null }, "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2": { channelId: "59826e62-08c8-41e6-b51c-4a2b6d81d2f6", consultState: null, consultTimestamp: null, dn: "*****", hasJoined: true, id: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", isConsulted: false, isWrapUp: true, joinTimestamp: 1612431249042, lastUpdated: 1612431251178, name: "qaus1-gt-social-agent1 qaus1-gt-social-agent1", pType: "Agent", queueId: "5134", queueMgrId: "aqm", sessionId: "600e7ebb-20aa-4c91-a4f0-ebc596249603", siteId: "205", teamId: "384", teamName: "TeamSales", type: "Agent", wrapUpTimestamp: 1612431251178 }, displayName: { id: "displayName", pType: "Customer", type: "Customer" } }, previousVTeams: ["AXVP2lxF0G6K4V3pFKRG"], state: "new", workflowManager: null }, interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "4a958ace-49a2-49aa-b2e5-8798ede03f13", type: "AgentBlindTransferred" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_68c519c8-04f5-48b4-a5cf-609a09ccd765", type: "RoutingMessage" }; ``` #### Blind Transfer to Dial Number(DN) **Example** ```javascript await Desktop.agentContact.blindTransfer({ interactionId: “08259a2b-bacf-11ea-bdd9-abbd16eaf1d5”, data: { destAgentId: “9997770095”, mediaType: “telephony”, destinationType: “DN“ } }); // BlindTransfer Payload Type { interactionId: string; data: Contact.blindTransferPayLoad } type blindTransferPayLoad = { destAgentId: string; mediaType: string; destinationType: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | The unique ID represents the task that the user is currently working on. It is generated automatically during the creation of a new task. | Yes | | data | Object | Payload for blind transfer to Dial Number request. | Yes | | -->mediaType | String | The media channel type, for example, telephony. | Yes | | -->destAgentId | String | `destAgentId` refers to the Dial Number used for transfer. | Yes | | -->destinationType | String | The type of transfer request to be placed, for example, DN. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentBlindTransferred`; else, `AgentBlindTransferFailedEvent`. **Example Response** ```javascript const blindTransferResponse = { "data": { "agentId": "aef2f5d3-7666-4e09-845e-5b019a9123f2", "destAgentId": "57xxxxxx3", "destinationType": "DN", "eventTime": 1727296398345, "eventType": "RoutingMessage", "interaction": { "callAssociatedData": { "CallDate": { "agentEditable": true, "agentViewable": true, "displayName": "CallDate", "global": false, "isSecure": false, "name": "CallDate", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "DATETIME", "value": "2024-09-25T20:32:32.014Z[UTC]" }, "Customer_Name": { "agentEditable": true, "agentViewable": true, "displayName": "Customer_Name", "global": false, "isSecure": false, "name": "Customer_Name", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "Test" }, "Global_FeedbackSurveyOptIn": { "agentEditable": true, "agentViewable": true, "displayName": "Post Call Survey Opt-in", "global": true, "isSecure": false, "name": "Global_FeedbackSurveyOptIn", "reportable": true, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "uninitialized" }, "Global_Language": { "agentEditable": false, "agentViewable": true, "displayName": "Customer Language", "global": true, "isSecure": false, "name": "Global_Language", "reportable": true, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "en-US" }, "Global_TestKey": { "agentEditable": true, "agentViewable": true, "displayName": "Global Test Key", "global": true, "isSecure": true, "name": "Global_TestKey", "reportable": false, "secureKeyId": "root", "secureKeyVersion": 3, "type": "STRING", "value": "zkK9t2ebro52iV6X19vmJA==." }, "TestKey": { "agentEditable": true, "agentViewable": true, "displayName": "Test Key 1", "global": false, "isSecure": false, "name": "TestKey", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "TestValue" }, "TestGlobal": { "agentEditable": true, "agentViewable": true, "displayName": "TestGlobal", "global": true, "isSecure": false, "name": "TestGlobal", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "Test-value" }, "ani": { "agentEditable": false, "agentViewable": true, "displayName": "ani", "global": false, "isSecure": false, "name": "ani", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "94xxxxxxx5" }, "dn": { "agentEditable": false, "agentViewable": true, "displayName": "dn", "global": false, "isSecure": false, "name": "dn", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "94xxxxxxx5" }, "ronaTimeout": { "agentEditable": false, "agentViewable": true, "displayName": "ronaTimeout", "global": false, "isSecure": false, "name": "ronaTimeout", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "25" }, "test3": { "agentEditable": true, "agentViewable": true, "displayName": "test3-new", "global": false, "isSecure": false, "name": "test3", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "INTEGER", "value": "0" }, "virtualTeamName": { "agentEditable": false, "agentViewable": true, "displayName": "virtualTeamName", "global": false, "isSecure": false, "name": "virtualTeamName", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "Queue_MCM" } }, "callAssociatedDetails": { "ani": "94xxxxxxx5", "dn": "+15xxxxxxxx8", "ronaTimeout": "25", "virtualTeamName": "Queue_MCM" }, "callFlowParams": {}, "callProcessingDetails": { "BLIND_TRANSFER_IN_PROGRESS": "true", "CONTINUE_RECORDING_ON_TRANSFER": "true", "EP_ID": "8befa99f-903e-4c33-8311-19666546b810", "QMgrName": "aqm", "QueueId": "0025a125-4d2c-4e1a-833d-909e95a389cc", "ROUTING_TYPE": "queueBasedRouting", "ani": "94xxxxxxx5", "checkAgentAvailability": "false", "customerRegion": "intgus1", "dnis": "+15xxxxxxxx8", "fcDesktopView": "eNqVj0EKwjAQRe8y6xSsuuoFXAhump2ITHUWgXQSxzQgJXe3Ikg0irob/n8D/43gna9cJIFmOwJjT9AAsgEFEcVgZ6ml05TNIKkHcOSir/M+GgkDWk3Yb27JKzzPYXGM2vTkhlCAixzUdA5ruhTQEtJOgeFAgodgHFcemexfRt8W178uflJbWdeh3X8aXti100ly/3qrma7bbY9I", "fceRegisteredEvents": "", "flowTagId": "Latest", "isParked": "false", "mohFileName": "defaultmusic_on_hold.wav", "pauseDuration": "15", "pauseResumeEnabled": "true", "priority": "10", "queuedDestinationID": "0025a125-4d2c-4e1a-833d-909e95a389cc", "queuedTo": "Queue", "recordingStarted": "true", "ronaTimeout": "25", "taskToBeSelfServiced": "false", "tenantId": "58f1a59e-245c-4536-9ee4-06560658e493", "virtualTeamName": "Queue_MCM", "vteamId": "0025a125-4d2c-4e1a-833d-909e95a389cc", "workflowId": "62a165a995fe092e845f4804", "workflowName": "FlowTest" }, "contactDirection": { "type": "INBOUND" }, "createdTimestamp": 1727296351593, "currentVTeam": "0025a125-4d2c-4e1a-833d-909e95a389cc", "interactionId": "04b00173-9a60-4115-aaa2-9993c3496951", "isFcManaged": true, "isMediaForked": false, "isTerminated": false, "mainInteractionId": "04b00173-9a60-4115-aaa2-9993c3496951", "media": { "04b00173-9a60-4115-aaa2-9993c3496951": { "holdTimestamp": null, "isHold": false, "mType": "mainCall", "mediaMgr": "callmm", "mediaResourceId": "04b00173-9a60-4115-aaa2-9993c3496951", "mediaType": "telephony", "participants": ["94xxxxxxx5", "aef2f5d3-7666-4e09-845e-5b019a9123f2"] } }, "mediaChannel": "telnyx", "mediaProperties": null, "mediaType": "telephony", "orgId": "58f1a59e-245c-4536-9ee4-06560658e493", "outboundType": null, "owner": null, "parentInteractionId": "04b00173-9a60-4115-aaa2-9993c3496951", "participants": { "5xxxxxxxx8": { "callerId": null, "hasLeft": false, "id": "5xxxxxxxx8", "isInPredial": false, "pType": "DN", "type": "DN" }, "94xxxxxxx5": { "callerId": null, "hasJoined": true, "hasLeft": false, "id": "94xxxxxxx5", "isInPredial": false, "pType": "Customer", "type": "Customer" }, "aef2f5d3-7666-4e09-845e-5b019a9123f2": { "autoAnswerEnabled": false, "bnrDetails": null, "callerId": null, "channelId": "9c04e312-8e14-43c4-a7e4-2c20f12b623e", "consultState": null, "consultTimestamp": null, "dn": "webrtc-aef2f5d3-7666-4e09-845e-5b019a9123f2", "hasJoined": true, "hasLeft": true, "id": "aef2f5d3-7666-4e09-845e-5b019a9123f2", "isConsulted": false, "isInPredial": false, "isOffered": true, "isWrapUp": false, "isWrappedUp": false, "joinTimestamp": 1727296375103, "lastUpdated": 1727296375103, "name": "Test User", "pType": "Agent", "queueId": "0025a125-4d2c-4e1a-833d-909e95a389cc", "queueMgrId": "aqm", "sessionId": "5cf402c0-f814-40d1-86fc-b0b756e4baf9", "siteId": "b302fbf4-28b8-4b56-add0-162e2464db89", "skillId": null, "skillName": null, "skills": [], "teamId": "bdd276cd-d051-4b80-bd6e-9fb9eec18b99", "teamName": "Team-Test", "type": "Agent", "wrapUpTimestamp": null } }, "previousVTeams": ["8befa99f-903e-4c33-8311-19666546b810"], "queuedTimestamp": null, "state": "new", "workflowManager": null }, "interactionId": "04b00173-9a60-4115-aaa2-9993c3496951", "mediaResourceId": "04b00173-9a60-4115-aaa2-9993c3496951", "orgId": "58f1a59e-245c-4536-9ee4-06560658e493", "queueMgr": "aqm", "trackingId": "be82db7f-04d6-4b03-a1df-655366e6c142", "type": "AgentBlindTransferred" }, "orgId": "58f1a59e-245c-4536-9ee4-06560658e493", "trackingId": "notifs_4d2aca4a-409d-460d-a4be-e81973178919", "type": "RoutingMessage" }; ``` ##### consultTransfer() **Caution:** This method will be deprecated in the future. Initiates a consult transfer request. **Example** ```javascript await Desktop.agentContact.consultTransfer({ interactionId: “5 c3d487a - 874 b - 447 d - b5f2 - ce1f626301f5”, data: { agentId: “43 bfcdef - 5551 - 45 b1 - a8f9 - a0b33e66e3fe”, destAgentId: “f795f41f - 3782 - 44 fa - 97 a4 - c8b4dc029477”, mediaType: “telephony”, mediaResourceId: “b102ed10 - fac2 - 4 f8e - bece - 1 c2da6ba6dd8” destinationType: "Agent", } }); // consultTransfer Payload Type { interactionId: string;data: Contact.consultTransferPayLoad } type consultTransferPayLoad = { agentId ? : string | undefined; destAgentId: string; mediaType: string; mediaResourceId: string; destinationType ? : string | undefined; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | --------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the consult transfer request. | Yes | | -->agentId | String | Unique identifier of the agent. | Yes | | -->destAgentId | String | Unique identifier of the consult transfer request destination agent. | Yes | | -->mediaType | String | The media channel type such as telephony. | Yes | | -->mediaResourceId | String | Unique identifier of the media resource. | Yes | | -->destinationType | String | The type of consult transfer request to be placed. The destination type can be Agent, Queue, or DN. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentConsultTransferred`; else, `AgentConsultTransferFailed`. **Example Response** ```javascript const consultTransferResponse = { data: { agentId: "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f", consultMediaResourceId: "fd0af60c-3250-46c3-96f8-1921f6ecf170", destAgentId: "9b036d89-930c-4187-a5bd-5dbb1439fe41", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { "": { agentEditable: false, displayName: "", name: "", type: "STRING", value: "" }, IvrPath: { agentEditable: false, displayName: "IvrPath", name: "IvrPath", type: "STRING", value: " EOI" }, ani: { agentEditable: false, displayName: "ani", name: "ani", type: "STRING", value: "**********" }, dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "**********" }, nextVteamId: { agentEditable: false, displayName: "nextVteamId", name: "nextVteamId", type: "STRING", value: "Queue" }, pathId: { agentEditable: false, displayName: "pathId", name: "pathId", type: "STRING", value: " StartCall PlayDone" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Queue-1" } }, callAssociatedDetails: { "": "", IvrPath: " EOI", ani: "************", dn: "************", nextVteamId: "Queue", pathId: " StartCall PlayDone", ronaTimeout: "30", virtualTeamName: "Queue-1" }, callFlowParams: { Queue: { description: "(vteam, A valid VTeam.)", name: "Queue", qualifier: "vteam", value: "1336", valueDataType: "string" }, WelcomePrompt: { description: "(mediaFile, A valid media file.)", name: "WelcomePrompt", qualifier: "mediaFile", value: "GAwelcome.wav", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "1336", ani: "************", dnis: "************", isPaused: "false", jscriptId: "AW7HP3QNB44q0sL-cTVz", pauseDuration: "30", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "82", virtualTeamName: "Queue-1", vteamId: "1336" }, contactDirection: { type: "INBOUND" }, currentVTeam: "1336", interactionId: "1277da79-dc49-439c-ab72-f00453a1ff71", isFcManaged: false, isTerminated: false, media: { "1277da79-dc49-439c-ab72-f00453a1ff71": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1277da79-dc49-439c-ab72-f00453a1ff71", mediaType: "telephony", participants: ["**********", "9b036d89-930c-4187-a5bd-5dbb1439fe41"] } }, mediaChannel: "broadcloud", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "9b036d89-930c-4187-a5bd-5dbb1439fe41", participants: { "**********": { id: "**********", pType: "Customer", type: "Customer" }, "9b036d89-930c-4187-a5bd-5dbb1439fe41": { channelId: "3de6706f-95b7-485a-9304-30928f7ee52e", consultState: null, consultTimestamp: null, dn: "**********", hasJoined: true, id: "9b036d89-930c-4187-a5bd-5dbb1439fe41", isConsulted: true, isWrapUp: false, joinTimestamp: 1612429549032, lastUpdated: 1612429549032, name: "qaus1-gt-user1 qaus1-gt-user1", pType: "Agent", queueId: "1336", queueMgrId: "aqm", sessionId: "90896c91-0f77-4bc6-aec3-488a34ca88d3", siteId: "205", teamId: "598", teamName: "Sales", type: "Agent", wrapUpTimestamp: null }, "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f": { channelId: "fb704337-71c3-4802-a03b-84a2d18eeaa0", consultState: "consulting", consultTimestamp: 1612429549052, dn: "**********", hasJoined: true, id: "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f", isConsulted: false, isWrapUp: false, joinTimestamp: 1612429537991, lastUpdated: 1612429537991, name: "qaus1-gt-user2 q", pType: "Agent", queueId: "1336", queueMgrId: "aqm", sessionId: "57323f8b-9460-45fa-aaf6-4ca51c327af8", siteId: "205", teamId: "598", teamName: "Sales", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: ["AW6h1AVRrZSGni185x28"], state: "connected", workflowManager: null }, interactionId: "1277da79-dc49-439c-ab72-f00453a1ff71", mediaResourceId: "1277da79-dc49-439c-ab72-f00453a1ff71", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "05b38615-5bdc-4e1d-8efe-60ea1c70fd5c", transferredMediaResourceId: "1277da79-dc49-439c-ab72-f00453a1ff71", type: "AgentConsultTransferred" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_3464be63-83e7-4b2d-94d5-a63fddc108d5", type: "RoutingMessage" }; ``` ##### hold() Places a voice call on hold. **Example** ```javascript await Desktop.agentContact.hold({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3”, data: { mediaResourceId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” } }); // Hold Payload { interactionId: string;data: { mediaResourceId: string } } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options to place the voice call on hold. | Yes | | -->mediaResourceId | String | Unique identifier of the media resource. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentContactHeld`; else, `AgentContactHoldFailed`. **Example Response** ```javascript const holdResponse = { data: { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", destAgentId: null, eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", isPaused: "false", outdialTransferToQueueEnabled: "false", pauseDuration: "10", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", isFcManaged: false, isTerminated: false, media: { "1dd08726-bca5-4ce8-9b51-b20dca8ab154": { holdTimestamp: 1612355834441, isHold: true, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaType: "telephony", participants: [""] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "": { id: "", pType: "Customer", type: "Customer" }, "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: true, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: 1612354635705, lastUpdated: 1612354635705, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "connected", workflowManager: null }, interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "3768264d-8588-465f-9ee6-0c25418ea9f7", type: "AgentContactHeld" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_8e8cabb7-6d5a-460d-9b8b-ecfad96448b3", type: "RoutingMessage" }; ``` ##### unHold() Resumes a voice call that is placed on hold. **Example** ```javascript await Desktop.agentContact.unHold({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3”, data: { mediaResourceId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” } }); // unHold Payload Type { interactionId: string;data: { mediaResourceId: string } } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | -------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options to resume the voice call that is placed on hold. | Yes | | -->mediaResourceId | String | Unique identifier of the media resource. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentContactUnheld`; else, `AgentContactUnHoldFailed`. **Example Response** ```javascript const unHoldResponse = { data: { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", destAgentId: null, eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", isPaused: "false", outdialTransferToQueueEnabled: "false", pauseDuration: "10", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", isFcManaged: false, isTerminated: false, media: { "1dd08726-bca5-4ce8-9b51-b20dca8ab154": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaType: "telephony", participants: [""] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "": { id: "", pType: "Customer", type: "Customer" }, "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: true, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: 1612354635705, lastUpdated: 1612354635705, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "connected", workflowManager: null }, interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "a5152cc8-004a-4e4c-b5d8-c9fc947f1e57", type: "AgentContactUnheld" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_85f4d943-8e95-49c9-92c4-66047d526506", type: "RoutingMessage" }; ``` ##### pauseRecording() **Caution:** This method will be deprecated in the future. Pauses a call recording while obtaining sensitive information such as credit card information from the customer. When configured by the administrator, voice calls are recorded for various reasons. When an agent handles sensitive customer information, the agent might want to pause the recording. The Pause/Resume functionality is available on the Desktop through the Interaction Control pane. You can access the Pause/Resume functionality from your widget also. **Example** ```javascript await Desktop.agentContact.pauseRecording({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” }); // Pausing a recording for telephony task ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `ContactRecordingPaused`; else, `ContactRecordingPauseFailed`. **Example Response** ```javascript const pauseRecordingResponse = { data: { eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", isPaused: "true", outdialTransferToQueueEnabled: "false", pauseDuration: "10", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", isFcManaged: false, isTerminated: false, media: { "1dd08726-bca5-4ce8-9b51-b20dca8ab154": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaType: "telephony", participants: [""] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "": { id: "", pType: "Customer", type: "Customer" }, "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: true, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: 1612354635705, lastUpdated: 1612354635705, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "connected", workflowManager: null }, interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "b031f6d7-63a3-49d9-b377-e848bce41bd3", type: "ContactRecordingPaused" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_52a00992-95e8-438c-ac44-8302da18d252", type: "RoutingMessage" }; ``` ##### resumeRecording() **Caution:** This method will be deprecated in the future. Resumes a voice call recording that is paused. **Example** ```javascript await Desktop.agentContact.resumeRecording({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3”, data: { autoResumed: true } }); // Resuming recording for telephony task // resumeRecording Payload Type { interactionId: string;data: { autoResumed: boolean } } ``` The following table lists the payload details: | Name | Type | Description | Required | | -------------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options to resume a voice call recording that is paused. | Yes | | -->autoResumed | Boolean | Determines whether the paused call must be resumed manually.
True—Voice call to be resumed automatically after the specified time is lapsed.
False—User to take action on the paused voice call based on the button defined. For example, Start Recording. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `ContactRecordingResumed`; else, `ContactRecordingResumeFailed`. **Example Response** ```javascript const resumeRecordingResponse = { data: { autoResumed: true, eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", isPaused: "false", outdialTransferToQueueEnabled: "false", pauseDuration: "10", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", isFcManaged: false, isTerminated: false, media: { "1dd08726-bca5-4ce8-9b51-b20dca8ab154": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaType: "telephony", participants: [""] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "": { id: "", pType: "Customer", type: "Customer" }, "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: true, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: 1612354635705, lastUpdated: 1612354635705, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "connected", workflowManager: null }, interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "9cf5bfc4-d120-4330-9996-039a9937c52c", type: "ContactRecordingResumed" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_c04510a0-140a-439c-9ab4-68b6fdf6ea2e", type: "RoutingMessage" }; ``` ##### acceptV2() Accepts an incoming task. **Note:** This method works only for non-voice tasks and isn't applicable for voice contacts. **Example** ```javascript await Desktop.agentContact.acceptV2({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” }); ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | **Returns** `{Object}` The value that corresponds to the task. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentContactAssigned`; else, `AgentContactAssignFailed`. **Example Response** ```javascript const acceptResponse = { data: { agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { value: "janedoe@gmail.com" }, category: { value: "Sales" }, customerName: { value: "Jane Doe" }, dn: { value: "Desktop" }, entryPointId: { value: "AXCqFyz1G2pKap9PI-mW" }, guestId: { value: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA" }, mediaChannel: { value: "web" }, reason: { value: "Test" }, reasonCode: { value: "Sales" }, ronaTimeout: { value: "30" }, roomTitle: { value: "Help Jane Doe with Sales" }, taskToBeSelfServiced: { value: "false" }, templateId: { value: "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, templateName: { value: "Desktop" }, virtualTeamName: { value: "Chat_Queue" } }, callAssociatedDetails: { ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dn: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA", mediaChannel: "web", reason: "Test", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", virtualTeamName: "Chat_Queue" }, callFlowParams: { Automation: { description: "(vteam, A valid VTeam.)", name: "Automation", qualifier: "vteam", value: "3270", valueDataType: "string" }, Debit: { description: "(vteam, A valid VTeam.)", name: "Debit", qualifier: "vteam", value: "3270", valueDataType: "string" }, Sales: { description: "(vteam, A valid VTeam.)", name: "Sales", qualifier: "vteam", value: "3270", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3270", ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dnis: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA", mediaChannel: "web", reason: "Test", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", tenantId: "133", virtualTeamName: "Chat_Queue", vteamId: "AXCqFyz1G2pKap9PI-mW" }, contactDirection: { type: "INBOUND" }, currentVTeam: "3270", interactionId: "59dbbca6-4194-11eb-881c-253923a967e0", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "cmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", mediaType: "chat", participants: [ "janedoe@gmail.com", "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed" ] } }, mediaChannel: "web", mediaType: "chat", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", participants: { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { channelId: "bff9350a-9d2a-489a-a8d5-d9dacea4b692", consultState: null, consultTimestamp: null, dn: "9997770110", hasJoined: true, id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", isConsulted: false, isWrapUp: false, joinTimestamp: 1608339210824, lastUpdated: 1608339210824, name: "uuip-agent4 uuip-agent4", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "102d2096-bcc0-45bb-a583-a02f6c188071", siteId: "473", teamId: "1940", teamName: "Medical Help", type: "Agent", wrapUpTimestamp: null }, "janedoe@gmail.com": { id: "janedoe@gmail.com", pType: "Customer", type: "Customer" } }, previousVTeams: [], state: "connected" }, interactionId: "59dbbca6-4194-11eb-881c-253923a967e0", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "9c9b97e0-4194-11eb-b819-7b8dd50ee0cd", type: "AgentContactAssigned" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_02db68c8-a5db-4028-95bb-1aebd6f87609", type: "RoutingMessage" }; ``` ##### endV2() Ends an interaction for a specific task. **Note:** The end call feature is enabled using the `isEndCallEnabled` payload. For more information, see Agent State Information Module. **Example** ```javascript await Desktop.agentContact.endV2({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3”, isEndingFromNonPrimary: true }); ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | isEndingFromNonPrimary | Boolean | Determines whether the end requested from non primary agent. | Yes | **Returns** `{Object}` The value that corresponds to the task. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentWrapup` or `ContactEnded`; else, `ContactEndFailed`. **Example Response** ```javascript const endResponse = { data: { agentsPendingWrapUp: ["7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"], eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { value: "janedoe@gmail.com" }, category: { value: "Sales" }, customerName: { value: "Jane Doe" }, dn: { value: "Desktop" }, entryPointId: { value: "AXCqFyz1G2pKap9PI-mW" }, guestId: { value: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, mediaChannel: { value: "web" }, reason: { value: "Test" }, reasonCode: { value: "Sales" }, ronaTimeout: { value: "30" }, roomTitle: { value: "Help Jane Doe with Sales" }, taskToBeSelfServiced: { value: "false" }, templateId: { value: "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, templateName: { value: "Desktop" }, virtualTeamName: { value: "Chat_Queue" } }, callAssociatedDetails: { ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dn: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", reason: "Please help", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", virtualTeamName: "Chat_Queue" }, callFlowParams: { Automation: { description: "(vteam, A valid VTeam.)", name: "Automation", qualifier: "vteam", value: "3270", valueDataType: "string" }, Debit: { description: "(vteam, A valid VTeam.)", name: "Debit", qualifier: "vteam", value: "3270", valueDataType: "string" }, Sales: { description: "(vteam, A valid VTeam.)", name: "Sales", qualifier: "vteam", value: "3270", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3270", ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dnis: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", pauseDuration: "10", pauseResumeEnabled: "true", reason: "Please help", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", tenantId: "133", virtualTeamName: "Chat_Queue", vteamId: "AXCqFyz1G2pKap9PI-mW" }, contactDirection: { type: "INBOUND" }, currentVTeam: "3270", interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", isFcManaged: false, isTerminated: true, media: {}, mediaChannel: "web", mediaType: "chat", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", participants: { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { channelId: "ff0a5296-8aa2-483b-8c50-577fedb1bfde", consultState: null, consultTimestamp: null, dn: "9997770110", hasJoined: true, id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", isConsulted: false, isWrapUp: false, joinTimestamp: 1608239195992, lastUpdated: 1608239195992, name: "uuip-agent4 uuip-agent4", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061", siteId: "473", teamId: "962", teamName: "Team X", type: "Agent", wrapUpTimestamp: null }, "janedoe@gmail.com": { id: "janedoe@gmail.com", pType: "Customer", type: "Customer" } }, previousVTeams: [], state: "connected" }, interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vYWEzNTA5YzAtNDBhYi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "4eb68870-40ac-11eb-8866-d7ef6ff89aa6", type: "ContactEnded" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_3cda2c34-1410-4476-9c5c-5d779a615b8a", type: "RoutingMessage" }; ``` ##### cancelTaskV2() Ends an interaction for a specific task. **Note:** The end call feature is enabled using the `isEndCallEnabled` payload. For more information, see Agent State Information Module. **Example** ```javascript await Desktop.agentContact.cancelTaskV2({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” }); ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | **Returns** `{Object}` The value that corresponds to the task. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `ContactEnded`; else, `ContactEndFailed`. **Example Response** ```javascript const endResponse = { data: { agentsPendingWrapUp: ["7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"], eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { value: "janedoe@gmail.com" }, category: { value: "Sales" }, customerName: { value: "Jane Doe" }, dn: { value: "Desktop" }, entryPointId: { value: "AXCqFyz1G2pKap9PI-mW" }, guestId: { value: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, mediaChannel: { value: "web" }, reason: { value: "Test" }, reasonCode: { value: "Sales" }, ronaTimeout: { value: "30" }, roomTitle: { value: "Help Jane Doe with Sales" }, taskToBeSelfServiced: { value: "false" }, templateId: { value: "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, templateName: { value: "Desktop" }, virtualTeamName: { value: "Chat_Queue" } }, callAssociatedDetails: { ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dn: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", reason: "Please help", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", virtualTeamName: "Chat_Queue" }, callFlowParams: { Automation: { description: "(vteam, A valid VTeam.)", name: "Automation", qualifier: "vteam", value: "3270", valueDataType: "string" }, Debit: { description: "(vteam, A valid VTeam.)", name: "Debit", qualifier: "vteam", value: "3270", valueDataType: "string" }, Sales: { description: "(vteam, A valid VTeam.)", name: "Sales", qualifier: "vteam", value: "3270", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3270", ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dnis: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", pauseDuration: "10", pauseResumeEnabled: "true", reason: "Please help", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", tenantId: "133", virtualTeamName: "Chat_Queue", vteamId: "AXCqFyz1G2pKap9PI-mW" }, contactDirection: { type: "INBOUND" }, currentVTeam: "3270", interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", isFcManaged: false, isTerminated: true, media: {}, mediaChannel: "web", mediaType: "chat", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", participants: { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { channelId: "ff0a5296-8aa2-483b-8c50-577fedb1bfde", consultState: null, consultTimestamp: null, dn: "9997770110", hasJoined: true, id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", isConsulted: false, isWrapUp: false, joinTimestamp: 1608239195992, lastUpdated: 1608239195992, name: "uuip-agent4 uuip-agent4", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061", siteId: "473", teamId: "962", teamName: "Team X", type: "Agent", wrapUpTimestamp: null }, "janedoe@gmail.com": { id: "janedoe@gmail.com", pType: "Customer", type: "Customer" } }, previousVTeams: [], state: "connected" }, interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vYWEzNTA5YzAtNDBhYi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "4eb68870-40ac-11eb-8866-d7ef6ff89aa6", type: "ContactEnded" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_3cda2c34-1410-4476-9c5c-5d779a615b8a", type: "RoutingMessage" }; ``` ##### pauseRecordingV2() Pauses a call recording while obtaining sensitive information such as credit card information from the customer. When configured by the administrator, voice calls are recorded for various reasons. When an agent handles sensitive customer information, the agent might want to pause the recording. The Pause/Resume functionality is available on the Desktop through the Interaction Control pane. You can access the Pause/Resume functionality from your widget also. **Example** ```javascript await Desktop.agentContact.pauseRecordingV2({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3” }); // Pausing a recording for telephony task ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `ContactRecordingPaused`; else, `ContactRecordingPauseFailed`. **Example Response** ```javascript const pauseRecordingResponse = { data: { eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", isPaused: "true", outdialTransferToQueueEnabled: "false", pauseDuration: "10", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", isFcManaged: false, isTerminated: false, media: { "1dd08726-bca5-4ce8-9b51-b20dca8ab154": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaType: "telephony", participants: [""] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "": { id: "", pType: "Customer", type: "Customer" }, "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: true, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: 1612354635705, lastUpdated: 1612354635705, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "connected", workflowManager: null }, interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "b031f6d7-63a3-49d9-b377-e848bce41bd3", type: "ContactRecordingPaused" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_52a00992-95e8-438c-ac44-8302da18d252", type: "RoutingMessage" }; ``` ##### resumeRecordingV2() Resumes a voice call recording that is paused. **Example** ```javascript await Desktop.agentContact.resumeRecordingV2({ interactionId: “c837e6f7 - 699 a - 4736 - bb82 - 03 a6d58bb7f3”, data: { autoResumed: true } }); // Resuming recording for telephony task // resumeRecording Payload Type { interactionId: string;data: { autoResumed: boolean } } ``` The following table lists the payload details: | Name | Type | Description | Required | | -------------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options to resume a voice call recording that is paused. | Yes | | -->autoResumed | Boolean | Determines whether the paused call must be resumed manually.
True—Voice call to be resumed automatically after the specified time is lapsed.
False—User to take action on the paused voice call based on the button defined. For example, Start Recording. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `ContactRecordingResumed`; else, `ContactRecordingResumeFailed`. **Example Response** ```javascript const resumeRecordingResponse = { data: { autoResumed: true, eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", isPaused: "false", outdialTransferToQueueEnabled: "false", pauseDuration: "10", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", isFcManaged: false, isTerminated: false, media: { "1dd08726-bca5-4ce8-9b51-b20dca8ab154": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaType: "telephony", participants: [""] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "": { id: "", pType: "Customer", type: "Customer" }, "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: true, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: 1612354635705, lastUpdated: 1612354635705, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "connected", workflowManager: null }, interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "9cf5bfc4-d120-4330-9996-039a9937c52c", type: "ContactRecordingResumed" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_c04510a0-140a-439c-9ab4-68b6fdf6ea2e", type: "RoutingMessage" }; ``` ##### wrapupV2() Wraps up work for a task. Wrap up reason is applied after the task has been ended either by the agent or by the customer. A wrap up is essential and is the last step in an agent's flow of handling tasks. **Example** ```javascript await Desktop.agentContact.wrapupV2({ interactionId: “dab1a2f0 - bad0 - 11 ea - 8e7 c - 0 d99ede2535a”, data: { wrapUpReason: "Sales"; auxCodeId: "AXUH3oN12eV-WekpnDpl"; isAutoWrapup: "false"; } }); // Wrap Payload Type { interactionId: string;data: Contact.WrapupPayLoad } ``` The following table lists the payload details: | Name | Type | Description | Required | | --------------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------ | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the wrap up. | Yes | | -->wrapUpReason | String | Every wrap up reason will have an unique auxillary code. Use this field to specify the reason for wrapping up the call, maximum length 128 characters. | Yes | | -->auxCodeId | String | Auxiliary codes are status codes which an agent can select in Webex Contact Center Agent Desktop. They are of two types: Idle and Wrap-Up codes, and every agent profile must have one of each for the agent to use. Wrap-up codes indicate the result of customer contacts, such as successful resolution or escalation of the contact. Creating and managing auxiliary codes requires an administrator role and the appropriate cjp:config_write or cjp:config_read scopes, maximum length 36 characters. | Yes | | -->isAutoWrapup | Boolean | Determines whether the auto wrap up is enabled or not.

- True—The auto warp up is enabled.
- False—The auto warp up is disabled. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentWrappedUp`; else, `AgentWrapupFailed`. **Example Response** ```javascript const wrapUpResponse = { "data": { "agentId": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "eventType": "RoutingMessage", "interaction": { "callAssociatedData": { "ani": { "value": "janedoe@gmail.com" }, "category": { "value": "Sales" }, "customerName": { "value": "Jane Doe" }, "dn": { "value": "Desktop" }, "entryPointId": { "value": "AXCqFyz1G2pKap9PI-mW" }, "guestId": { "value": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, "mediaChannel": { "value": "web" }, "reason": { , "value": "Test" }, "reasonCode": { "value": "Sales" }, "ronaTimeout": { "value": "30" }, "roomTitle": { "value": "Help Jane Doe with Sales" }, "taskToBeSelfServiced": { "value": "false" }, "templateId": { "value": "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, "templateName": { "value": "Desktop" }, "virtualTeamName": { "value": "Chat_Queue" } }, "callAssociatedDetails": { "ani": "janedoe@gmail.com", "category": "Sales", "customerName": "Jane Doe", "dn": "Desktop", "entryPointId": "AXCqFyz1G2pKap9PI-mW", "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", "mediaChannel": "web", "reason": "Test", "reasonCode": "Sales", "ronaTimeout": "30", "roomTitle": "Help Jane Doe with Sales", "taskToBeSelfServiced": "false", "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329", "templateName": "Desktop", "virtualTeamName": "Chat_Queue" }, "callFlowParams": { "Automation": { "description": "(vteam, A valid VTeam.)", "name": "Automation", "qualifier": "vteam", "value": "3270", "valueDataType": "string" }, "Debit": { "description": "(vteam, A valid VTeam.)", "name": "Debit", "qualifier": "vteam", "value": "3270", "valueDataType": "string" }, "Sales": { "description": "(vteam, A valid VTeam.)", "name": "Sales", "qualifier": "vteam", "value": "3270", "valueDataType": "string" } }, "callProcessingDetails": { "QMgrName": "aqm", "QueueId": "3270", "ani": "janedoe@gmail.com", "category": "Sales", "customerName": "Jane Doe", "dnis": "Desktop", "entryPointId": "AXCqFyz1G2pKap9PI-mW", "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", "mediaChannel": "web", "pauseDuration": "10", "pauseResumeEnabled": "true", "reason": "Test", "reasonCode": "Sales", "ronaTimeout": "30", "roomTitle": "Help Jane Doe with Sales", "taskToBeSelfServiced": "false", "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329", "templateName": "Desktop", "tenantId": "133", "virtualTeamName": "Chat_Queue", "vteamId": "AXCqFyz1G2pKap9PI-mW" }, "contactDirection": { "type": "INBOUND" }, "currentVTeam": "3270", "interactionId": "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", "isFcManaged": false, "isTerminated": true, "media": {}, "mediaChannel": "web", "mediaType": "chat", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "outboundType": null, "owner": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "participants": { "janedoe@gmail.com": { "id": "janedoe@gmail.com", "pType": "Customer", "type": "Customer" } }, "previousVTeams": [], "state": "connected" }, "interactionId": "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "queueMgr": "aqm", "trackingId": "5272a610-40ac-11eb-8866-d7ef6ff89aa6", "type": "AgentWrappedUp", "wrapUpAuxCodeId": "0" }, "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "trackingId": "notifs_b5e0ebb7-fd1d-479f-8663-81a64030cee6", "type": "RoutingMessage" } ``` ##### consultV2() Initiates a consult request with an agent, a dial number (DN), a entrypoint or a queue. **Note:** The consult call to queue feature is enabled using the allowConsultToQueue payload. For more information, see Agent State Information Module. **Example** ```javascript await Desktop.agentContact.consultV2({ interactionId: “a26d035d - b547 - 11 ea - 984 b - d3128111ce6b”, data: { to: “43 bfcdef - 5551 - 45 b1 - a8f9 - a0b33e66e3fe”, destinationType: “f795f41f - 3782 - 44 fa - 97 a4 - c8b4dc029477”, holdParticipants: true } }); // consult Payload Type type consultDataV2 = { to: string | undefined; destinationType: string; holdParticipants?: boolean; }; ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | ------------------------------------------------------------------------------------------ | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the consult request. | Yes | | -->to | String | Unique identifier a agentId or a queueId, or a dialNumber or a entryPointId. | Yes | | -->destinationType | String | The type of consult request to be placed. The destination type can be agent, queue, or dialNumber, or entryPoint. | Yes | | -->holdParticipants | Boolean | Determines whether to hold the particpants or not during consult. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentConsultCreated`; else, `AgentCtqFailed` or `AgentConsultFailed`. **Example Response** ```javascript const consultResponse = { data: { agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", consultMediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1", destAgentId: "aad323de-32d8-48c9-af6b-b68dfbabfe20", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { value: "janedoe@gmail.com" }, category: { value: "Sales" }, customerName: { value: "Jane Doe" }, dn: { value: "Desktop" }, entryPointId: { value: "AXCqFyz1G2pKap9PI-mW" }, guestId: { value: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, mediaChannel: { value: "web" }, reason: { value: "test" }, reasonCode: { value: "Sales" }, ronaTimeout: { value: "30" }, roomTitle: { value: "Help Jane Doe with Sales" }, taskToBeSelfServiced: { value: "false" }, templateId: { value: "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, templateName: { value: "Desktop" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Chat_Queue" } }, callAssociatedDetails: { ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dn: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", reason: "test", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", virtualTeamName: "Chat_Queue" }, callFlowParams: { Automation: { description: "(vteam, A valid VTeam.)", name: "Automation", qualifier: "vteam", value: "3270", valueDataType: "string" }, Debit: { description: "(vteam, A valid VTeam.)", name: "Debit", qualifier: "vteam", value: "3270", valueDataType: "string" }, Sales: { description: "(vteam, A valid VTeam.)", name: "Sales", qualifier: "vteam", value: "3270", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3270", ani: "janedoe@gmail.com", category: "Sales", customerName: "Jane Doe", dnis: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", mediaChannel: "web", pauseDuration: "10", pauseResumeEnabled: "true", reason: "test", reasonCode: "Sales", ronaTimeout: "30", roomTitle: "Help Jane Doe with Sales", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", tenantId: "133", virtualTeamName: "Chat_Queue", vteamId: "AXCqFyz1G2pKap9PI-mW" }, contactDirection: { type: "INBOUND" }, currentVTeam: "3270", interactionId: "5622d599-40af-11eb-8606-657fd6cc0548", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "cmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1", mediaType: "chat", participants: [ "janedoe@gmail.com", "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed" ] }, consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1: { holdTimestamp: null, isHold: false, mType: "consult", mediaMgr: "cmm", mediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1", mediaType: "chat", participants: [ "aad323de-32d8-48c9-af6b-b68dfbabfe20", "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed" ] } }, mediaChannel: "web", mediaType: "chat", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", participants: { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { channelId: "7272c119-821f-485a-b352-29be1f3f0fff", consultState: "consultInitiated", consultTimestamp: 1608240860457, dn: "9997770110", hasJoined: true, id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", isConsulted: false, isWrapUp: false, joinTimestamp: 1608240840633, lastUpdated: 1608240840633, name: "uuip-agent4 uuip-agent4", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061", siteId: "473", teamId: "962", teamName: "Team X", type: "Agent", wrapUpTimestamp: null }, "aad323de-32d8-48c9-af6b-b68dfbabfe20": { channelId: "b1da7e42-2aeb-492b-ad06-115ba8dfa506", consultState: null, consultTimestamp: null, dn: "9997770109", hasJoined: false, id: "aad323de-32d8-48c9-af6b-b68dfbabfe20", isConsulted: true, isWrapUp: false, joinTimestamp: null, lastUpdated: 1608240860436, name: "uuip-agent2 uuip-agent2", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "3443f9d7-68de-42a0-a590-176a37a3565a", siteId: "473", teamId: "962", teamName: "Team X", type: "Agent", wrapUpTimestamp: null }, "janedoe@gmail.com": { id: "janedoe@gmail.com", pType: "Customer", type: "Customer" } }, previousVTeams: [], state: "consult" }, interactionId: "5622d599-40af-11eb-8606-657fd6cc0548", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "9f682870-40af-11eb-bc9c-df3ff755538c", type: "AgentConsultCreated" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_6dc77353-e810-4751-82ac-dab03e3951c2", type: "RoutingMessage" }; ``` ##### consultEndV2() Ends a consult request. **Note:** The end consult call feature is enabled using the `isEndConsultEnabled` payload. For more information, see Agent State Information Module. **Example** ```javascript await Desktop.agentContact.consultEndV2({ interactionId: “a26d035d - b547 - 11 ea - 984 b - d3128111ce6b”, isConsult: false, isSecondaryEpDnAgent: true; queueId: 'queueId' }); // Consult end payload type { interactionId: string;isConsult: boolean;isSecondaryEpDnAgent?: boolean;queueId?: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------- | --------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | isConsult | Boolean | Determines whether the task request is consult or not.

- True—The task request is consult.
- False—The task request is not consult. | Yes | | isSecondaryEpDnAgent | Boolean | Determines whether the agent requesting is primary or not. | Yes | | queueId | string | Cancel consult request made to queue. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, and `isConsult` is _true_, the value is `AgentConsultEnded`; else, `AgentConsultConferenceEnded`. If the method is unsuccessful, the value is `AgentConsultEndFailed`. **Example Response** ```javascript const consultEndResponse = { data: { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", consultMediaResourceId: "f23b5b8a-4b02-451e-b9f5-8517b5bef97c", destAgentId: "9fca6158-a8bd-43e6-aeba-e5055aea08c5", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", isPaused: "false", outdialTransferToQueueEnabled: "false", pauseDuration: "10", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", isFcManaged: false, isTerminated: false, media: { "1dd08726-bca5-4ce8-9b51-b20dca8ab154": { holdTimestamp: 1612356600241, isHold: true, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", mediaType: "telephony", participants: [""] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "": { id: "", pType: "Customer", type: "Customer" }, "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: true, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: 1612354635705, lastUpdated: 1612354635705, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "connected", workflowManager: null }, interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "f7c7ecd2-ef27-4273-bc11-1543bddc8810", type: "AgentConsultEnded" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_860d1e16-88b8-4d6c-8bac-18075d72a7e8", type: "RoutingMessage" }; ``` ##### consultConferenceV2() Initiates a conference request with consulting agent. **Example** ```javascript await Desktop.agentContact.consultConferenceV2({ interactionId: “a26d035d - b547 - 11 ea - 984 b - d3128111ce6b”, data: { to: "b66d035d - b547 - 11 ea - 984 b - d3128111cedb", destinationType: "agent"; } }); // consult conference Payload Type type consultConferenceDataV2 = { to: string | undefined; destinationType: string; }; ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | ----------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the conference request. | Yes | | -->to | String | Unique identifier of the agent. | Yes | | -->destinationType | String | The type of consult conference request to be placed. The destination type can be `Agent`, `Queue`, or `DN`. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is`AgentConsultConferenced`; else, `AgentConsultConferenceFailed`. **Example Response** ```javascript const consultConferenceResponse = { data: { agentId: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", consultMediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", destAgentId: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { agentEditable: false, displayName: "ani", name: "ani", type: "STRING", value: "displayName" }, appUser: { agentEditable: false, displayName: "appUser", name: "appUser", type: "STRING", value: "appuser-1212" }, customerName: { agentEditable: false, displayName: "customerName", name: "customerName", type: "STRING", value: "displayName" }, dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "AXVP2lxF0G6K4V3pFKRG" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "QA-e2e-SocialQueue" } }, callAssociatedDetails: { ani: "***********", appUser: "appuser-1212", customerName: "displayName", dn: "********************", ronaTimeout: "30", virtualTeamName: "QA-e2e-SocialQueue" }, callFlowParams: {}, callProcessingDetails: { QMgrName: "aqm", QueueId: "5134", ani: "***********", appUser: "appuser-1212", customerName: "displayName", dnis: "********************", pauseDuration: "30", pauseResumeEnabled: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "82", virtualTeamName: "QA-e2e-SocialQueue", vteamId: "5134" }, contactDirection: { type: "INBOUND" }, currentVTeam: "5134", interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "socialmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", mediaType: "social", participants: [ "displayName", "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2" ] }, consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1: { holdTimestamp: null, isHold: false, mType: "consult", mediaMgr: "socialmm", mediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", mediaType: "social", participants: [ "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2" ] } }, mediaChannel: "type", mediaType: "social", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", participants: { "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf": { channelId: "e08a6068-688d-472b-887b-1c5d39c7155f", consultState: "conferencing", consultTimestamp: 1612431260416, dn: "*****", hasJoined: true, id: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", isConsulted: false, isWrapUp: false, joinTimestamp: 1612431253790, lastUpdated: 1612431253790, name: "social-agent2", pType: "Agent", queueId: "5134", queueMgrId: "aqm", sessionId: "a9aa9867-e62f-4415-9ea4-6babace39d4f", siteId: "205", teamId: "384", teamName: "TeamSales", type: "Agent", wrapUpTimestamp: null }, "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2": { channelId: "841235e4-7052-455b-be64-30f2f3c4a59b", consultState: "conferencing", consultTimestamp: 1612431260416, dn: "*****", hasJoined: true, id: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", isConsulted: true, isWrapUp: false, joinTimestamp: 1612431258137, lastUpdated: 1612431258137, name: "social-agent1", pType: "Agent", queueId: "5134", queueMgrId: "aqm", sessionId: "600e7ebb-20aa-4c91-a4f0-ebc596249603", siteId: "205", teamId: "384", teamName: "TeamSales", type: "Agent", wrapUpTimestamp: null }, displayName: { id: "displayName", pType: "Customer", type: "Customer" } }, previousVTeams: ["AXVP2lxF0G6K4V3pFKRG"], state: "conference", workflowManager: null }, interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "4a958ace-49a2-49aa-b2e5-8798ede03f13", type: "AgentConsultConferenced" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_68c519c8-04f5-48b4-a5cf-609a09ccd765", type: "RoutingMessage" }; ``` ##### exitConference() exits a conference request. **Note:** The end consult call feature is enabled using the `isEndConsultEnabled` payload. For more information, see Agent State Information Module. **Example** ```javascript await Desktop.agentContact.exitConference({ interactionId: “a26d035d - b547 - 11 ea - 984 b - d3128111ce6b” }); // exitConference payload { interactionId: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------- | --------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, and `isConsult` is _true_, the value is `AgentConsultEnded`; else, `AgentConsultConferenceEnded`. If the method is unsuccessful, the value is `AgentConsultEndFailed`. **Example Response** ```javascript const exitConferenceResponse = { "data": { "agentId": "366f2a3a-dd91-482f-b57e-1abf93dda1f7", "consultMediaResourceId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2", "destAgentId": "3b05f0e9-48e5-40c9-8923-c50e9b0b22a7", "destinationType": "Agent", "eventTime": 1728979843658, "eventType": "RoutingMessage", "force": false, "interaction": { "callAssociatedData": { "CallDate": { "agentEditable": true, "agentViewable": true, "displayName": "CallDate", "global": false, "isSecure": false, "name": "CallDate", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "DATETIME", "value": "2024-10-15T08:09:54.214Z[UTC]" }, "Customer_Name": { "agentEditable": true, "agentViewable": true, "displayName": "Customer_Name", "global": false, "isSecure": false, "name": "Customer_Name", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "ModiJi" }, "Global_FeedbackSurveyOptIn": { "agentEditable": true, "agentViewable": true, "displayName": "Post Call Survey Opt-in", "global": true, "isSecure": false, "name": "Global_FeedbackSurveyOptIn", "reportable": true, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "uninitialized" }, "Global_Language": { "agentEditable": false, "agentViewable": true, "displayName": "Customer Language", "global": true, "isSecure": false, "name": "Global_Language", "reportable": true, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "en-US" }, "Global_TestKey": { "agentEditable": true, "agentViewable": true, "displayName": "Global Test Key", "global": true, "isSecure": true, "name": "Global_TestKey", "reportable": false, "secureKeyId": "root", "secureKeyVersion": 3, "type": "STRING", "value": "eYXFa2Myvp7U0sIDvJDtKw==." }, "TestKey": { "agentEditable": true, "agentViewable": true, "displayName": "Test Key 1", "global": false, "isSecure": false, "name": "TestKey", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "TestValue" }, "TestSameerGlobal": { "agentEditable": true, "agentViewable": true, "displayName": "TestGlobal", "global": true, "isSecure": false, "name": "TestSameerGlobal", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "Sameer-value" }, "ani": { "agentEditable": false, "agentViewable": true, "displayName": "ani", "global": false, "isSecure": false, "name": "ani", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "9487554325" }, "dn": { "agentEditable": false, "agentViewable": true, "displayName": "dn", "global": false, "isSecure": false, "name": "dn", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "+15109024298" }, "ronaTimeout": { "agentEditable": false, "agentViewable": true, "displayName": "ronaTimeout", "global": false, "isSecure": false, "name": "ronaTimeout", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "25" }, "test3": { "agentEditable": true, "agentViewable": true, "displayName": "test3-new", "global": false, "isSecure": false, "name": "test3", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "INTEGER", "value": "0" }, "virtualTeamName": { "agentEditable": false, "agentViewable": true, "displayName": "virtualTeamName", "global": false, "isSecure": false, "name": "virtualTeamName", "reportable": false, "secureKeyId": "", "secureKeyVersion": 0, "type": "STRING", "value": "Queue_MCM" } }, "callAssociatedDetails": { "ani": "9487554325", "dn": "+15109024298", "ronaTimeout": "25", "virtualTeamName": "Queue_MCM" }, "callFlowParams": {}, "callProcessingDetails": { "CONSULTED_AGENT_QUEUE_ID": "0025a125-4d2c-4e1a-833d-909e95a389cc", "CONTINUE_RECORDING_ON_TRANSFER": "true", "EP_ID": "8befa99f-903e-4c33-8311-19666546b810", "QMgrName": "aqm", "QueueId": "0025a125-4d2c-4e1a-833d-909e95a389cc", "ani": "9487554325", "checkAgentAvailability": "false", "customerRegion": "intgus1", "dnis": "+15109024298", "fcDesktopView": "eNqVj0EKwjAQRe8y6xSsuuoFXAhump2ITHUWgXQSxzQgJXe3Ikg0irob/n8D/43gna9cJIFmOwJjT9AAsgEFEcVgZ6ml05TNIKkHcOSir/M+GgkDWk3Yb27JKzzPYXGM2vTkhlCAixzUdA5ruhTQEtJOgeFAgodgHFcemexfRt8W178uflJbWdeh3X8aXti100ly/3qrma7bbY9I", "fceRegisteredEvents": "", "flowTagId": "Latest", "isParked": "false", "mohFileName": "defaultmusic_on_hold.wav", "participantInviteTimeout": "false", "pauseDuration": "15", "pauseResumeEnabled": "true", "priority": "10", "queuedDestinationID": "0025a125-4d2c-4e1a-833d-909e95a389cc", "queuedTo": "Queue", "recordInProgress": "true", "recordingStarted": "true", "ronaTimeout": "25", "taskToBeSelfServiced": "false", "tenantId": "58f1a59e-245c-4536-9ee4-06560658e493", "virtualTeamName": "Queue_MCM", "vteamId": "0025a125-4d2c-4e1a-833d-909e95a389cc", "workflowId": "62a165a995fe092e845f4804", "workflowName": "FlowSameer" }, "contactDirection": { "type": "INBOUND" }, "createdTimestamp": 1728979793852, "currentVTeam": "0025a125-4d2c-4e1a-833d-909e95a389cc", "interactionId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2", "isFcManaged": true, "isMediaForked": false, "isTerminated": false, "mainInteractionId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2", "media": { "0b09cfec-feea-4ccf-a78a-b7b06d485be2": { "holdTimestamp": null, "isHold": false, "mType": "mainCall", "mediaMgr": "callmm", "mediaResourceId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2", "mediaType": "telephony", "participants": ["9487554325", "3b05f0e9-48e5-40c9-8923-c50e9b0b22a7"] } }, "mediaChannel": "telnyx", "mediaProperties": null, "mediaType": "telephony", "orgId": "58f1a59e-245c-4536-9ee4-06560658e493", "outboundType": null, "owner": "366f2a3a-dd91-482f-b57e-1abf93dda1f7", "parentInteractionId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2", "participants": { "366f2a3a-dd91-482f-b57e-1abf93dda1f7": { "autoAnswerEnabled": true, "bnrDetails": null, "callerId": null, "channelId": "7be4ef42-e2d8-450c-b89c-84c966539fc0", "consultState": null, "consultTimestamp": null, "deviceCallId": null, "deviceId": null, "deviceType": null, "dn": "webrtc-366f2a3a-dd91-482f-b57e-1abf93dda1f7", "hasJoined": true, "hasLeft": true, "id": "366f2a3a-dd91-482f-b57e-1abf93dda1f7", "isConsulted": false, "isInPredial": false, "isOffered": true, "isWrapUp": true, "isWrappedUp": false, "joinTimestamp": 1728979798880, "lastUpdated": 1728979843589, "name": "vik intg3", "pType": "Agent", "queueId": "0025a125-4d2c-4e1a-833d-909e95a389cc", "queueMgrId": "aqm", "sessionId": "226f136d-c3ac-4440-98c8-e4ff2ada91b2", "siteId": "b302fbf4-28b8-4b56-add0-162e2464db89", "skillId": null, "skillName": null, "skills": [], "teamId": "bdd276cd-d051-4b80-bd6e-9fb9eec18b99", "teamName": "Team-Minions", "type": "Agent", "wrapUpTimestamp": 1728979843589 }, "3b05f0e9-48e5-40c9-8923-c50e9b0b22a7": { "autoAnswerEnabled": false, "bnrDetails": null, "callerId": null, "channelId": "83160396-10a1-460b-bc12-9d151050fb08", "consultState": null, "consultTimestamp": null, "deviceCallId": null, "deviceId": null, "deviceType": null, "dn": "webrtc-3b05f0e9-48e5-40c9-8923-c50e9b0b22a7", "hasJoined": true, "hasLeft": false, "id": "3b05f0e9-48e5-40c9-8923-c50e9b0b22a7", "isConsulted": false, "isInPredial": false, "isOffered": true, "isWrapUp": false, "isWrappedUp": false, "joinTimestamp": 1728979815616, "lastUpdated": 1728979815616, "name": "vik intg2", "pType": "Agent", "queueId": "0025a125-4d2c-4e1a-833d-909e95a389cc", "queueMgrId": "aqm", "sessionId": "b97fc378-c09d-43f0-8bf0-18294ab8d208", "siteId": "b302fbf4-28b8-4b56-add0-162e2464db89", "skillId": null, "skillName": null, "skills": [], "teamId": "bdd276cd-d051-4b80-bd6e-9fb9eec18b99", "teamName": "Team-Minions", "type": "Agent", "wrapUpTimestamp": null }, "9487554325": { "callerId": null, "hasJoined": true, "hasLeft": false, "id": "9487554325", "isInPredial": false, "pType": "Customer", "type": "Customer" } }, "previousVTeams": ["8befa99f-903e-4c33-8311-19666546b810"], "queuedTimestamp": null, "state": "connected", "workflowManager": null }, "interactionId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2", "orgId": "58f1a59e-245c-4536-9ee4-06560658e493", "queueMgr": "aqm", "trackingId": "05bcf437-d798-4c85-a70e-ce711de3c785", "type": "AgentConsultConferenceEnded" }, "orgId": "58f1a59e-245c-4536-9ee4-06560658e493", "trackingId": "notifs_2a563687-b74d-4cbb-8679-94aa349c5a13", "type": "RoutingMessage" } ``` ##### consultTransferV2() Initiates a consult transfer request. **Example** ```javascript await Desktop.agentContact.consultTransferV2({ interactionId: “5 c3d487a - 874 b - 447 d - b5f2 - ce1f626301f5”, data: { to: “43 bfcdef - 5551 - 45 b1 - a8f9 - a0b33e66e3fe”, destinationType: "agent" } }); // consultTransfer Payload Type { interactionId: string;data: Contact.consultTransferPayLoad } type consultTransferV2PayLoad = { to: string; destinationType: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | --------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the consult transfer request. | Yes | | to | String | Unique identifier for the agent. | Yes | | -->destinationType | String | The type of consult transfer request to be placed. The destination type can be agent, queue, entryPoint or dialNumber. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentConsultTransferred`; else, `AgentConsultTransferFailed`. **Example Response** ```javascript const consultTransferResponse = { data: { agentId: "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f", consultMediaResourceId: "fd0af60c-3250-46c3-96f8-1921f6ecf170", destAgentId: "9b036d89-930c-4187-a5bd-5dbb1439fe41", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { "": { agentEditable: false, displayName: "", name: "", type: "STRING", value: "" }, IvrPath: { agentEditable: false, displayName: "IvrPath", name: "IvrPath", type: "STRING", value: " EOI" }, ani: { agentEditable: false, displayName: "ani", name: "ani", type: "STRING", value: "**********" }, dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "**********" }, nextVteamId: { agentEditable: false, displayName: "nextVteamId", name: "nextVteamId", type: "STRING", value: "Queue" }, pathId: { agentEditable: false, displayName: "pathId", name: "pathId", type: "STRING", value: " StartCall PlayDone" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Queue-1" } }, callAssociatedDetails: { "": "", IvrPath: " EOI", ani: "************", dn: "************", nextVteamId: "Queue", pathId: " StartCall PlayDone", ronaTimeout: "30", virtualTeamName: "Queue-1" }, callFlowParams: { Queue: { description: "(vteam, A valid VTeam.)", name: "Queue", qualifier: "vteam", value: "1336", valueDataType: "string" }, WelcomePrompt: { description: "(mediaFile, A valid media file.)", name: "WelcomePrompt", qualifier: "mediaFile", value: "GAwelcome.wav", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "1336", ani: "************", dnis: "************", isPaused: "false", jscriptId: "AW7HP3QNB44q0sL-cTVz", pauseDuration: "30", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "82", virtualTeamName: "Queue-1", vteamId: "1336" }, contactDirection: { type: "INBOUND" }, currentVTeam: "1336", interactionId: "1277da79-dc49-439c-ab72-f00453a1ff71", isFcManaged: false, isTerminated: false, media: { "1277da79-dc49-439c-ab72-f00453a1ff71": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "1277da79-dc49-439c-ab72-f00453a1ff71", mediaType: "telephony", participants: ["**********", "9b036d89-930c-4187-a5bd-5dbb1439fe41"] } }, mediaChannel: "broadcloud", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "9b036d89-930c-4187-a5bd-5dbb1439fe41", participants: { "**********": { id: "**********", pType: "Customer", type: "Customer" }, "9b036d89-930c-4187-a5bd-5dbb1439fe41": { channelId: "3de6706f-95b7-485a-9304-30928f7ee52e", consultState: null, consultTimestamp: null, dn: "**********", hasJoined: true, id: "9b036d89-930c-4187-a5bd-5dbb1439fe41", isConsulted: true, isWrapUp: false, joinTimestamp: 1612429549032, lastUpdated: 1612429549032, name: "qaus1-gt-user1 qaus1-gt-user1", pType: "Agent", queueId: "1336", queueMgrId: "aqm", sessionId: "90896c91-0f77-4bc6-aec3-488a34ca88d3", siteId: "205", teamId: "598", teamName: "Sales", type: "Agent", wrapUpTimestamp: null }, "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f": { channelId: "fb704337-71c3-4802-a03b-84a2d18eeaa0", consultState: "consulting", consultTimestamp: 1612429549052, dn: "**********", hasJoined: true, id: "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f", isConsulted: false, isWrapUp: false, joinTimestamp: 1612429537991, lastUpdated: 1612429537991, name: "qaus1-gt-user2 q", pType: "Agent", queueId: "1336", queueMgrId: "aqm", sessionId: "57323f8b-9460-45fa-aaf6-4ca51c327af8", siteId: "205", teamId: "598", teamName: "Sales", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: ["AW6h1AVRrZSGni185x28"], state: "connected", workflowManager: null }, interactionId: "1277da79-dc49-439c-ab72-f00453a1ff71", mediaResourceId: "1277da79-dc49-439c-ab72-f00453a1ff71", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "05b38615-5bdc-4e1d-8efe-60ea1c70fd5c", transferredMediaResourceId: "1277da79-dc49-439c-ab72-f00453a1ff71", type: "AgentConsultTransferred" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_3464be63-83e7-4b2d-94d5-a63fddc108d5", type: "RoutingMessage" }; ``` ##### blindTransferV2() Initiates a blind transfer request. This method can be used to transfer a contact to an Agent or to a Dial Number. #### Blind Transfer to Agent or DialNumber **Example** ```javascript await Desktop.agentContact.blindTransferV2({ interactionId: “08259 a2b - bacf - 11 ea - bdd9 - abbd16eaf1d5”, data: { to: “43 bfcdef - 5551 - 45 b1 - a8f9 - a0b33e66e3fe”, destinationType: "agent" } }); await Desktop.agentContact.blindTransferV2({ interactionId: “08259a2b-bacf-11ea-bdd9-abbd16eaf1d5”, data: { to: “9997770095”, destinationType: "dialNumber" } }); // BlindTransfer Payload Type { interactionId: string; data: Contact.blindTransferPayLoad } type blindTransferPayLoad = { to: string; destinationType: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------------ | ------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | The unique ID represents the task that the user is currently working on. It is generated automatically during the creation of a new task. | Yes | | data | Object | Options of the blind transfer request. | Yes | | -->to | String | Unique identifier of the agent. | Yes | | -->destinationType | String | The type of consult transfer request to be placed. The destination type can be `agent` or `dialNumber`. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentBlindTransferred`; else, `AgentBlindTransferFailedEvent`. **Example Response** ```javascript const blindTransferResponse = { data: { agentId: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", destAgentId: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", destinationType: "Agent", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { agentEditable: false, displayName: "ani", name: "ani", type: "STRING", value: "displayName" }, appUser: { agentEditable: false, displayName: "appUser", name: "appUser", type: "STRING", value: "qaus1-appuser-1212" }, customerName: { agentEditable: false, displayName: "customerName", name: "customerName", type: "STRING", value: "displayName" }, dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "AXVP2lxF0G6K4V3pFKRG" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "QA-e2e-SocialQueue" } }, callAssociatedDetails: { ani: "***********", appUser: "appuser-1212", customerName: "displayName", dn: "********************", ronaTimeout: "30", virtualTeamName: "QA-e2e-SocialQueue" }, callFlowParams: {}, callProcessingDetails: { BLIND_TRANSFER_IN_PROGRESS: "true", QMgrName: "aqm", QueueId: "5134", ani: "***********", appUser: "qaus1-appuser-1212", customerName: "displayName", dnis: "********************", pauseDuration: "30", pauseResumeEnabled: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "82", virtualTeamName: "SocialQueue", vteamId: "5134" }, contactDirection: { type: "INBOUND" }, currentVTeam: "5134", interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "socialmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", mediaType: "social", participants: ["displayName"] } }, mediaChannel: "type", mediaType: "social", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", participants: { "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf": { channelId: "e08a6068-688d-472b-887b-1c5d39c7155f", consultState: null, consultTimestamp: null, dn: "*****", hasJoined: false, id: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf", isConsulted: false, isWrapUp: false, joinTimestamp: null, lastUpdated: 1612431250963, name: "social-agent2", pType: "Agent", queueId: "5134", queueMgrId: "aqm", sessionId: "a9aa9867-e62f-4415-9ea4-6babace39d4f", siteId: "205", teamId: "384", teamName: "TeamSales", type: "Agent", wrapUpTimestamp: null }, "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2": { channelId: "59826e62-08c8-41e6-b51c-4a2b6d81d2f6", consultState: null, consultTimestamp: null, dn: "*****", hasJoined: true, id: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2", isConsulted: false, isWrapUp: true, joinTimestamp: 1612431249042, lastUpdated: 1612431251178, name: "qaus1-gt-social-agent1 qaus1-gt-social-agent1", pType: "Agent", queueId: "5134", queueMgrId: "aqm", sessionId: "600e7ebb-20aa-4c91-a4f0-ebc596249603", siteId: "205", teamId: "384", teamName: "TeamSales", type: "Agent", wrapUpTimestamp: 1612431251178 }, displayName: { id: "displayName", pType: "Customer", type: "Customer" } }, previousVTeams: ["AXVP2lxF0G6K4V3pFKRG"], state: "new", workflowManager: null }, interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "4a958ace-49a2-49aa-b2e5-8798ede03f13", type: "AgentBlindTransferred" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_68c519c8-04f5-48b4-a5cf-609a09ccd765", type: "RoutingMessage" }; ``` ##### vTeamTransferV2() Initiates a vTeam transfer request. **Example** ```javascript await Desktop.agentContact.vteamTransferV2({ interactionId: “dab1a2f0 - bad0 - 11 ea - 8e7 c - 0 d99ede2535a”, data: { to: "AXDiuOLjKin42Ov3QJXN", destinationType: "queue" } }); // Vteam Transfer Payload Type { interactionId: string; data: Contact.vteamTransferV2PayLoad } type vteamTransferV2PayLoad = { to: string; destinationType: string; } ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | ------ | ---------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options of the vTeam transfer request. | Yes | | -->to | String | vTeam unique identifier. | Yes | | -->destinationType | String | vTeam transfer type.
- `entrypoint`: Indicates transfer to an entry point.
- `queue`: Indicates transfer to a queue.
| Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `AgentVteamTransferred`; else, `AgentVteamTransferFailed`. **Example Response** ```javascript const vTeamTransferResponse = { "agentId": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "eventType": "RoutingMessage", "interaction": { "callAssociatedData": { "ani": { "value": "janedoe@gmail.com" }, "category": { "value": "Sales" }, "customerName": { "value": "Jane Doe" }, "dn": { "value": "Desktop" }, "entryPointId": { "value": "AXCqFyz1G2pKap9PI-mW" }, "guestId": { "value": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY" }, "mediaChannel": { "value": "web" }, "reason": { "value": "Test" }, "reasonCode": { "value": "Sales" }, "ronaTimeout": { "value": "30" }, "roomTitle": { "value": "Help Jane Doe with Sales" }, "taskToBeSelfServiced": { "value": "false" }, "templateId": { "value": "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, "templateName": { "value": "Desktop" }, "virtualTeamName": { "value": "Chat_Queue" } }, "callAssociatedDetails": { "ani": "janedoe@gmail.com", "category": "Sales", "customerName": "Jane Doe", "dn": "Desktop", "entryPointId": "AXCqFyz1G2pKap9PI-mW", "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", "mediaChannel": "web", "reason": "Test", "reasonCode": "Sales", "ronaTimeout": "30", "roomTitle": "Help Jane Doe with Sales", "taskToBeSelfServiced": "false", "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329", "templateName": "Desktop", "virtualTeamName": "Chat_Queue" }, "callFlowParams": { "Automation": { "description": "(vteam, A valid VTeam.)", "name": "Automation", "qualifier": "vteam", "value": "3270", "valueDataType": "string" }, "Debit": { "description": "(vteam, A valid VTeam.)", "name": "Debit", "qualifier": "vteam", "value": "3270", "valueDataType": "string" }, "Sales": { "description": "(vteam, A valid VTeam.)", "name": "Sales", "qualifier": "vteam", "value": "3270", "valueDataType": "string" } }, "callProcessingDetails": { "QMgrName": "aqm", "QueueId": "3270", "ani": "janedoe@gmail.com", "category": "Sales", "customerName": "Jane Doe", "dnis": "Desktop", "doNotRouteToAgents": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "entryPointId": "AXCqFyz1G2pKap9PI-mW", "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY", "mediaChannel": "web", "pauseDuration": "10", "pauseResumeEnabled": "true", "reason": "Test", "reasonCode": "Sales", "ronaTimeout": "30", "roomTitle": "Help Jane Doe with Sales", "taskToBeSelfServiced": "false", "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329", "templateName": "Desktop", "tenantId": "133", "virtualTeamName": "Chat_Queue", "vteamId": "7178", "vteamType": "inboundqueue" }, "contactDirection": { "type": "INBOUND" }, "currentVTeam": "7178", "interactionId": "29bafa9c-40b5-11eb-8606-edd437f1b927", "isFcManaged": false, "isTerminated": false, "media": { "Y2lzY29zcGFyazovL3VzL1JPT00vMmNiMTMwMDAtNDBiNS0xMWViLWE4M2ItZWI4ZTQwMDk1MDk5": { "holdTimestamp": null, "isHold": false, "mType": "mainCall", "mediaMgr": "cmm", "mediaResourceId": "Y2lzY29zcGFyazovL3VzL1JPT00vMmNiMTMwMDAtNDBiNS0xMWViLWE4M2ItZWI4ZTQwMDk1MDk5", "mediaType": "chat", "participants": ["janedoe@gmail.com", "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"] } }, "mediaChannel": "web", "mediaType": "chat", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "outboundType": null, "owner": null, "participants": { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { "channelId": "ccbffa6f-4322-4e06-850f-e0ab2915f238", "consultState": null, "consultTimestamp": null, "dn": "9997770110", "hasJoined": true, "id": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", "isConsulted": false, "isWrapUp": true, "joinTimestamp": 1608243279477, "lastUpdated": 1608254153975, "name": "FirstName LastName", "pType": "Agent", "queueId": "3270", "queueMgrId": "aqm", "sessionId": "b8c096ab-f9a0-49be-9efd-f8c78e1a7061", "siteId": "473", "teamId": "962", "teamName": "Team X", "type": "Agent", "wrapUpTimestamp": 1608254153975 }, "janedoe@gmail.com": { "id": "janedoe@gmail.com", "pType": "Customer", "type": "Customer" } }, "previousVTeams": ["3270"], "state": "new" }, "interactionId": "29bafa9c-40b5-11eb-8606-edd437f1b927", "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25", "queueMgr": "aqm", "trackingId": "91480930-40ce-11eb-840f-7f9e29c6b481", "type": "AgentVteamTransferred" } } ``` ##### buddyAgentsV2() Fetches the list of agents available for consult call and conference call. **Example** ```javascript await Desktop.agentContact.buddyAgentsV2({ data: { agentProfileId: "AXCLfZhH9S1oTdqE1OFw", channelName: "chat", state: "Available" } }); ``` The following table lists the payload details: | Name | Type | Description | Required | | ----------------- | ------ | --------------------------------------- | -------- | | data | Object | Options of the buddy agents. | Yes | | -->agentProfileId | String | Unique identifier of the agent profile. | Yes | | -->channelName | String | The media channel type such as chat. | Yes | | -->state | String | The agent availability status. | Yes | **Returns** `{Object}` The object with the retrieved data. **Note:** The `type` parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is `BuddyAgents`; else, `BuddyAgentsRetrieveFailed`. **Example Response** ```javascript BuddyAgentResponse = { data: { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", agentList: [], agentSessionId: "25f31485-f41c-4cca-abe5-e12b80735715", eventType: "AgentDesktopMessage", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "1a2737c0-6704-11eb-9a89-971a3ca976b4", type: "BuddyAgents" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_49119bed-6dbc-48e6-89fa-9dde8da3fc3e", type: "BuddyAgents" }; ``` #### Asynchronous Events In order to subscribe to asynchronous events, use the following events: - eAgentContact * eAgentContactAssigned * eAgentContactAssignFailed * eAgentContactWrappedUp * eAgentContactAniUpdated * eAgentOfferContact * eAgentOfferContactRona * eAgentOfferConsult * eAgentWrapup * eAgentContactHeld * eAgentContactUnHeld * eCallRecordingStarted * eResumeRecording * ePauseRecording * eConsultTransfer * eAgentblindTransferred * eAgentvteamTransfer * eAgentConsultCreated * eAgentConsultConferenced * eAgentConsultEnded * eAgentCtqCancelled * eAgentConsultConferenceEnded * eAgentConsulting * eAgentConsultFailed * eAgentConsultEndFailed * eAgentCtqFailed * eAgentCtqCancelFailed * eAgentConsultConferenceEndFailed * eAgentMonitorStateChanged * eAgentMonitoringEnded * eAgentOfferCampaignReserved * eAgentAddCampaignReserved **Example** ```javascript await Desktop.agentStateInfo.stateChange({ state: "Available", auxCodeIdArray: "0" }); // Get success/failure event here Desktop.agentStateInfo.addEventListener("updated", (updatedList) => logger.info(updatedList) ); ``` To remove an event subscription in order to avoid memory leaks, use the following options: ```javascript // Module supports removing added listeners like: const listener = (msg) => logger.info(msg); Desktop.agentContact.addEventListener("eAgentContact", listener); Desktop.agentContact.removeEventListener("eAgentContact", listener); // Module supports one-time added listeners like: Desktop.agentContact.addOnceEventListener("eAgentContact", listener); Desktop.agentContact.removeOnceEventListener("eAgentContact", listener); // Module supports removing all listeners like: Desktop.agentContact.removeAllEventListeners(); ``` **Note:** It is recommended to rely on the events, than on the responses of the asynchronous events such as stateChange. Desktop custom widgets will receive events only when they are mounted. For a widget to be mounted always, you can consider persistent widgets or headless widgets. When you switch between pages, the widgets are unmounted from the previous page, and the changes made to widgets are lost. For more information, see the [Custom Widgets](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#Cisco_Generic_Topic.dita_1ae68ee3-0948-47ad-a04d-ae182dae573e) section and the [Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_8230815F4023699032326F948C3F1495) section in the _Provisioning_ chapter of the _Cisco Webex Contact Center Setup and Administration Guide_. ##### Methods ##### addEventListener(event, handler) Adds an event listener. This method listens to a particular event if generated. The event name can be specified as a string to the parameter. **Example** ```javascript Desktop.agentContact.addEventListener("eAgentContact", (msg: Service.Aqm.Contact.AgentContact) => logger ``` **Parameters** | Name | Type | Description | Required | | ------- | -------- | --------------------------------------------------------- | -------- | | event | String | Type of an event. | Yes | | handler | Function | The function that is invoked when the conditions are met. | Yes | ##### removeEventListener(event, handler) Removes an added event listener that has been attached with the `addEventListener()` method. **Example** ```javascript Desktop.agentContact.removeEventListener( "eAgentContact", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` **Parameters** | Name | Type | Description | Required | | ------- | -------- | --------------------------------------------------------- | -------- | | event | String | Type of an event. | Yes | | handler | Function | The function that is invoked when the conditions are met. | Yes | ##### addOnceEventListener(event, handler) Adds a one-time event listener. **Example** ```javascript Desktop.agentContact.addOnceEventListener( "eAgentContact", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` **Parameters** | Name | Type | Description | Required | | ------- | -------- | --------------------------------------------------------- | -------- | | event | String | Type of an event. | Yes | | handler | Function | The function that is invoked when the conditions are met. | Yes | ##### removeOnceEventListener(event, handler) Removes a one-time added event listener. **Example** ```javascript javascriptDesktop.agentContact.removeOnceEventListener( "eAgentContact", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` **Parameters** | Name | Type | Description | Required | | ------- | -------- | --------------------------------------------------------- | -------- | | event | String | Type of an event. | Yes | | handler | Function | The function that is invoked when the conditions are met. | Yes | ##### removeAllEventListeners(event, handler) Removes all added event listeners. **Example** ```javascript Desktop.agentContact.removeAllEventListeners(); ``` ##### Events ##### eAgentContact Loads the desktop with the agent tasks. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentContact", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` **Example Response** ```javascript const eAgentContact = { type: "RoutingMessage", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_6f0ee13d-bb2f-4600-8631-c7d86fb08dfe", data: { mediaResourceId: "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a", eventType: "RoutingMessage", agentId: "9738292f-3a68-4909-bdea-b541cccd6935", trackingId: "68bca42c-8a50-4cf1-8c18-f5229b04afa9", interaction: { isFcManaged: false, isTerminated: false, mediaType: "telephony", previousVTeams: ["AXCZ0YCAXrf9I0XFBI7b"], state: "new", currentVTeam: "3268", participants: { "+19997770095": { id: "+19997770095", pType: "Customer", type: "Customer" }, "9738292f-3a68-4909-bdea-b541cccd6935": { joinTimestamp: null, name: "", pType: "Agent", teamName: "Email_Team", lastUpdated: 1593440068730, teamId: "960", isConsulted: false, hasJoined: false, dn: "9997770093", queueId: "3268", id: "9738292f-3a68-4909-bdea-b541cccd6935", sessionId: "054ebc22-b34e-4e1b-8730-da294093f813", queueMgrId: "aqm", siteId: "472", type: "Agent", channelId: "53e05ff1-69c7-425f-a660-5f9e21f0a4bb", isWrapUp: false } }, interactionId: "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", callProcessingDetails: { QMgrName: "aqm", taskToBeSelfServiced: "false", ani: "+19997770095", dnis: "+12147659000", tenantId: "133", QueueId: "3268", vteamId: "3268", jscriptId: "AXCZ4c3mjkwgAuS7vSIU", virtualTeamName: "Queue - Telephony", customerName: "Jane Doe", ronaTimeout: "30", reasonCode: "Credit", IvrPath: " EOI", pathId: " StartCall PlayDone out out out" }, media: { "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a": { mediaResourceId: "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a", mediaType: "telephony", mediaMgr: "vmm", participants: ["+19997770095"], mType: "mainCall", isHold: false } }, owner: "9738292f-3a68-4909-bdea-b541cccd6935", mediaChannel: "broadcloud", contactDirection: { type: "INBOUND" }, callFlowParams: { Play2: { name: "Play2", qualifier: "", description: "(A valid text.)", valueDataType: "string", value: "Welcome to Contact Center" }, Queue3: { name: "Queue3", qualifier: "vteam", description: "(vteam, A valid VTeam.)", valueDataType: "string", value: "3268" } } }, interactionId: "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", type: "AgentContact", isConsulted: false, consultMediaResourceId: null } }; ``` ##### eAgentContactAssigned New task or contact has been assigned successfully. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentContactAssigned", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see accept. ##### eAgentContactAssignFailed Assigned task or contact did not succeed. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentContactAssignFailed", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see accept. ##### eAgentContactWrappedUp Accepted task or contact has been wrapped up. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentContactWrappedUp", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see wrapup. ### eAgentContactAniUpdated Task or contact ANI has been updated. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentContactAniUpdated", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` **Example Response** ```javascript const eAgentContactAniUpdated = { data: { eventType: "RoutingMessage", interactionId: "bd2b36fc-deec-44a4-8d37-ea175332b4f9", orgId: "8ee9d5a5-7099-43da-a468-4115a6849a8f", interaction: { interactionId: "80cf49a5-2449-4246-a891-76256b772e32", orgId: "6e30f3a2-500b-49c9-a091-fc9442a23466", state: "connected", mediaType: "telephony", ani: "888****066", callAssociatedDetails: { ani: "888****066", dnis: "+15*****8006", virtualTeamName: "webrtc_inbound_desktop" }, callAssociatedData: { ani: { name: "ani", agentEditable: false, value: "888****066", type: "STRING", displayName: "ani", agentViewable: true, isSecure: false } }, callProcessingDetails: { ani: "888****066", workflowName: "webrtc_inbound", queueId: "c0dcca57-55dd-466e-8c70-bd08b096f5a7", priority: "10", dnis: "+15*****8006" } }, ani: "888****066", trackingId: "bbceaa12-6ab0-4e71-af16-7c612a6ef120", eventTime: 1742826471297, type: "ContactAniUpdated" } }; ``` ##### eAgentOfferContact New task or contact has been routed to an agent. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentOfferContact", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` **Example Response** ```javascript const eAgentOfferContact = { data: { agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { value: "janedoe@gmail.com" }, category: { value: "Automation" }, customerName: { value: "Jane Doe" }, dn: { value: "Desktop" }, entryPointId: { value: "AXCqFyz1G2pKap9PI-mW" }, guestId: { value: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA" }, mediaChannel: { value: "web" }, reason: { value: "Test" }, reasonCode: { value: "Automation" }, ronaTimeout: { value: "30" }, roomTitle: { value: "Help Jane Doe with Automation" }, taskToBeSelfServiced: { value: "false" }, templateId: { value: "b57990c0-5ec6-11ea-96ee-5df5aef56329" }, templateName: { value: "Desktop" }, virtualTeamName: { value: "Chat_Queue" } }, callAssociatedDetails: { ani: "janedoe@gmail.com", category: "Automation", customerName: "Jane Doe", dn: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA", mediaChannel: "web", reason: "Test", reasonCode: "Automation", ronaTimeout: "30", roomTitle: "Help Jane Doe with Automation", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", virtualTeamName: "Chat_Queue" }, callFlowParams: { Automation: { description: "(vteam, A valid VTeam.)", name: "Automation", qualifier: "vteam", value: "3270", valueDataType: "string" }, Debit: { description: "(vteam, A valid VTeam.)", name: "Debit", qualifier: "vteam", value: "3270", valueDataType: "string" }, Sales: { description: "(vteam, A valid VTeam.)", name: "Sales", qualifier: "vteam", value: "3270", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3270", ani: "janedoe@gmail.com", category: "Automation", customerName: "Jane Doe", dnis: "Desktop", entryPointId: "AXCqFyz1G2pKap9PI-mW", guestId: "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA", mediaChannel: "web", reason: "Test", reasonCode: "Automation", ronaTimeout: "30", roomTitle: "Help Jane Doe with Automation", taskToBeSelfServiced: "false", templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329", templateName: "Desktop", tenantId: "133", virtualTeamName: "Chat_Queue", vteamId: "AXCqFyz1G2pKap9PI-mW" }, contactDirection: { type: "INBOUND" }, currentVTeam: "3270", interactionId: "8d3a56fa-4172-11eb-abaf-1b20df734401", isFcManaged: false, isTerminated: false, media: { Y2lzY29zcGFyazovL3VzL1JPT00vOTAxMmEzZjAtNDE3Mi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh: { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "cmm", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vOTAxMmEzZjAtNDE3Mi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", mediaType: "chat", participants: ["janedoe@gmail.com"] } }, mediaChannel: "web", mediaType: "chat", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: null, owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", participants: { "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": { channelId: "bff9350a-9d2a-489a-a8d5-d9dacea4b692", consultState: null, consultTimestamp: null, dn: "9997770110", hasJoined: false, id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed", isConsulted: false, isWrapUp: false, joinTimestamp: null, lastUpdated: 1608324587206, name: "uuip-agent4 uuip-agent4", pType: "Agent", queueId: "3270", queueMgrId: "aqm", sessionId: "102d2096-bcc0-45bb-a583-a02f6c188071", siteId: "473", teamId: "1940", teamName: "Medical Help", type: "Agent", wrapUpTimestamp: null }, "janedoe@gmail.com": { id: "janedoe@gmail.com", pType: "Customer", type: "Customer" } }, previousVTeams: [], state: "new" }, interactionId: "8d3a56fa-4172-11eb-abaf-1b20df734401", mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vOTAxMmEzZjAtNDE3Mi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", ronaTimeout: 30, trackingId: "429bb73d-7463-4661-94aa-a3230d60e88a", type: "AgentOfferContact" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_f23e73e4-b130-4bce-b110-1c1da7225ffa", type: "RoutingMessage" }; ``` ##### eAgentOfferContactRona Agent failed to accept the task or contact request within the maximum available time. The system changes the agent state from Available to RONA. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentOfferContactRona", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see decline. ##### eAgentOfferConsult Accepted task or contact consult request has been routed to an agent. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentOfferConsult", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` **Example Response** ```javascript export const eAgentOfferConsult = { type: "RoutingMessage", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_50e9d868-71c0-48f2-9880-4a12fc505988", data: { consultMediaResourceId: "consult_Y2lzY29zcGFyazovL3VzL1JPT00vODZkMGQ2MDAtOTQ0Yy0xMWVhLWE4MjMtNzFjMjA3YWRlYjAx", eventType: "RoutingMessage", agentId: "8546f083-74ae-4510-b2a6-c8e21f01689b", consultingAgentId: "9738292f-3a68-4909-bdea-b541cccd6935", trackingId: "ca074768-9d2b-427e-86af-3745c2a8cc60", interaction: { isFcManaged: false, isTerminated: false, mediaType: "chat", previousVTeams: [], state: "consult", currentVTeam: "3270", participants: { "mohaksin@cisco.com": { id: "mohaksin@cisco.com", pType: "Customer", type: "Customer" }, "8546f083-74ae-4510-b2a6-c8e21f01689b": { name: "", pType: "Agent", teamName: "Dont_Use_Team", joinTimestamp: null, lastUpdated: 1589287209385, teamId: "964", isConsulted: true, hasJoined: false, dn: "9997770111", queueId: "3270", id: "8546f083-74ae-4510-b2a6-c8e21f01689b", sessionId: "dead6d11-3d8f-42ea-87d9-b94d5f5b6370", queueMgrId: "aqm", siteId: "472", type: "Agent", channelId: "a4297667-6d16-4d9d-ad2f-b21fee6b97fe", isWrapUp: false }, "9738292f-3a68-4909-bdea-b541cccd6935": { name: "vivek", pType: "Agent", teamName: "Dont_Use_Team", joinTimestamp: 1594295035415, lastUpdated: 1589287209385, teamId: "964", isConsulted: false, hasJoined: true, dn: "9997770111", queueId: "3270", id: "9738292f-3a68-4909-bdea-b541cccd6935", sessionId: "dead6d11-3d8f-42ea-87d9-b94d5f5b6370", queueMgrId: "aqm", siteId: "472", type: "Agent", channelId: "a4297667-6d16-4d9d-ad2f-b21fee6b97fe", isWrapUp: false } }, interactionId: "cd4f3721-944b-11ea-a5e5-bdac2bb8b026", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", callProcessingDetails: { QMgrName: "aqm", taskToBeSelfServiced: "false", ani: "mohaksin@cisco.com", dnis: "AgentX", tenantId: "133", QueueId: "3270", vteamId: "AXCqFyz1G2pKap9PI-mW", virtualTeamName: "Chat_Queue", customerName: "Mohak", ronaTimeout: "30", reasonCode: "Sales", reason: "Lockdown challeeeya", category: "Sales" }, media: { Y2lzY29zcGFyazovL3VzL1JPT00vODZkMGQ2MDAtOTQ0Yy0xMWVhLWE4MjMtNzFjMjA3YWRlYjAx: { mediaResourceId: "Y2lzY29zcGFyazovL3VzL1JPT00vODZkMGQ2MDAtOTQ0Yy0xMWVhLWE4MjMtNzFjMjA3YWRlYjAx", mediaType: "chat", mediaMgr: "cmm", participants: ["mohaksin@cisco.com"], mType: "mainCall", isHold: false } }, owner: "8546f083-74ae-4510-b2a6-c8e21f01689b", mediaChannel: "web", contactDirection: { type: "INBOUND" }, callFlowParams: { Sales: { name: "Sales", qualifier: "vteam", description: "(vteam, A valid VTeam.)", valueDataType: "string", value: "3270" }, Debit: { name: "Debit", qualifier: "vteam", description: "(vteam, A valid VTeam.)", valueDataType: "string", value: "3270" }, Automation: { name: "Automation", qualifier: "vteam", description: "(vteam, A valid VTeam.)", valueDataType: "string", value: "3270" } } }, ronaTimeout: 30, interactionId: "cd4f3721-944b-11ea-a5e5-bdac2bb8b026", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", type: "AgentOfferConsult" } }; ``` ##### eAgentWrapup Accepted task or contact has been moved to a wrap up state. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentWrapup", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see end. ##### eAgentContactHeld Accepted task or contact has been put on hold. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentContactHeld", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see hold. ##### eAgentContactUnHeld Accepted task or contact has been resumed. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentContactUnHeld", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see unHold(). ##### eCallRecordingStarted Call recording for an accepted task or contact has started. **Example** ```javascript Desktop.agentContact.addEventListener( "eCallRecordingStarted", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` **Example Response** ```javascript const eCallRecordingStarted = { data: { eventType: "RoutingMessage", interaction: { callAssociatedData: { ani: { agentEditable: false, displayName: "ani", name: "ani", type: "STRING", value: "9997652131" }, dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "9997651073" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "qaus1-gt-requeue" } }, callAssociatedDetails: { ani: "**********", dn: "**********", ronaTimeout: "30", virtualTeamName: "qaus1-gt-requeue" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "4125", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "4125", agent_ani: "9997652131", ani: "**********", dnis: "**********", doNotRouteToAgents: "9b036d89-930c-4187-a5bd-5dbb1439fe41", outdialParkEpId: "AXRnbLmz1OI4n5klYr5E", outdialTransferToQueueEnabled: "true", pauseDuration: "30", pauseResumeEnabled: "true", recordInProgress: "true", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "82", virtualTeamName: "qaus1-gt-requeue", vteamId: "6838", vteamType: "inboundqueue" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "6838", interactionId: "28a8f08f-0d2f-46f9-9751-a2d9536886c1", isFcManaged: false, isTerminated: false, media: { "28a8f08f-0d2f-46f9-9751-a2d9536886c1": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "28a8f08f-0d2f-46f9-9751-a2d9536886c1", mediaType: "telephony", participants: ["**********", "**********"] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "5b24107f-aae2-45e6-9bf8-a36d18b6f0e5", participants: { "5b24107f-aae2-45e6-9bf8-a36d18b6f0e5": { channelId: "1b61e3f4-9c33-4241-9304-9ea054b88be0", consultState: null, consultTimestamp: null, dn: "**********", hasJoined: true, id: "5b24107f-aae2-45e6-9bf8-a36d18b6f0e5", isConsulted: false, isWrapUp: false, joinTimestamp: 1612429637332, lastUpdated: 1612429637332, name: "qaus1-gt-requeue-user qaus1-gt-requeue-user", pType: "Agent", queueId: "6838", queueMgrId: "aqm", sessionId: "56d94e8d-fbd0-4933-936d-7c19f422ec47", siteId: "205", teamId: "1837", teamName: "integ-test-team", type: "Agent", wrapUpTimestamp: null }, "**********": { id: "9997652131", pType: "Customer", type: "Customer" }, "9b036d89-930c-4187-a5bd-5dbb1439fe41": { channelId: "3de6706f-95b7-485a-9304-30928f7ee52e", consultState: null, consultTimestamp: null, dn: "**********", hasJoined: true, id: "9b036d89-930c-4187-a5bd-5dbb1439fe41", isConsulted: false, isWrapUp: true, joinTimestamp: 1612429625705, lastUpdated: 1612429636839, name: "qaus1-gt-user1 qaus1-gt-user1", pType: "Agent", queueId: "4125", queueMgrId: "aqm", sessionId: "90896c91-0f77-4bc6-aec3-488a34ca88d3", siteId: "205", teamId: "598", teamName: "integ-test-team", type: "Agent", wrapUpTimestamp: 1612429636839 } }, previousVTeams: ["4125"], state: "connected", workflowManager: null }, interactionId: "28a8f08f-0d2f-46f9-9751-a2d9536886c1", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", trackingId: "795e3411-191d-4524-b01c-bf672126fe02", type: "ContactRecordingStarted" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_9e18c618-cdd6-4bf7-be18-cafd250faabc", type: "RoutingMessage" }; ``` ##### eResumeRecording Resumes a voice call recording for an accepted task or contact. **Example** ```javascript Desktop.agentContact.addEventListener( "eResumeRecording", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see resumeRecording. ##### ePauseRecording Pauses a call recording for an accepted task or contact. **Example** ```javascript Desktop.agentContact.addEventListener( "ePauseRecording", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see pauseRecording. ##### eConsultTransfer Consult transfer request for an accepted task or contact. **Example** ```javascript Desktop.agentContact.addEventListener( "eConsultTransfer", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consultTransfer. ##### eAgentblindTransferred Transfers an accepted task or contact to an agent or queue. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentblindTransferred", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see blindTransfer. ##### eAgentvteamTransfer Transfers an accepted task or contact to a queue. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentvteamTransfer", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see vTeamTransfer. ##### eAgentConsultCreated Consult request for an accepted task or contact has been created. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentConsultCreated", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consult. ##### eAgentConsultConferenced Consult conference request for an accepted task or contact has been connected. **Note:** Event is received when conference is established for all channels except email. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentConsultConferenced", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consultConference. ##### eAgentConsultEnded Consult request for an accepted task or contact has ended. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentConsultEnded", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consultEnd. ##### eAgentCtqCancelled Consult request to the queue has been canceled. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentCtqCancelled", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see cancelCtq. ##### eAgentConsultConferenceEnded Consult conference request for an accepted task or contact has ended. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentConsultConferenceEnded", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consultEnd. ##### eAgentConsulting Agent has started consulting an incoming task or contact. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentConsulting", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consultAccept. ##### eAgentConsultFailed Consult request for an accepted task or contact did not succeed. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentConsultFailed", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consult. ##### eAgentConsultEndFailed Request to end consult for an accepted task or contact did not succeed. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentConsultEndFailed", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consultEnd. ##### eAgentCtqFailed Consult request to the queue did not succeed. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentCtqFailed", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see consult. ##### eAgentCtqCancelFailed Request to cancel the consult to the queue did not succeed. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentCtqCancelFailed", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` For more information on example response, see cancelCtq. ##### eAgentConsultConferenceEndFailed Request to end the consult conference request did not succeed. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentConsultConferenceEndFailed", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` ##### eAgentMonitorStateChanged The agent listens to this event when supervisor barges in to the interaction between the agent and customer. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentMonitorStateChanged", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` ##### eAgentMonitoringEnded The agent listens to this event when supervisor has ended the call monitoring. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentMonitoringEnded", (msg: Service.Aqm.Contact.AgentContact) => logger.info(msg) ); ``` ##### eAgentOfferCampaignReserved The agent listens to this event when the progressive campaign reservation call is ringing in the agent's device. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentOfferCampaignReserved", (msg => console.log(msg) ); ``` ##### eAgentAddCampaignReserved The agent listens to this event when the agents answers the progressive campaign reservation call. **Example** ```javascript Desktop.agentContact.addEventListener( "eAgentAddCampaignReserved", (msg => console.log(msg) ); ``` ##### Update Dynamic Widget Title Updates the wrapper title using the JavaScript SDK for the dynamic web component widget. **Example** ```javascript const e = new CustomEvent("unique-id-to-update-title", { bubbles: true, detail: { title: "new title" } }); window.dispatchEvent(e); ``` In the CustomEvent, ensure that you use the same unique identifier (unique-id-to-update-title) specified in the JSON desktop layout. For more information on JSON layout, see the [Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_8230815F4023699032326F948C3F1495) section in the _Provisioning_ chapter of the _Cisco Webex Contact Center Setup and Administration Guide_. To update the iFrame-based widget title, use the iFrame content from the same domain. **Example** ```javascript < script type = "text/javascript" > var title = ""; window.addEventListener("update-title-event", function(e) { title = e.detail.title; }); document.querySelector('#customEvent').onclick = function() { const e = new CustomEvent("update-title-event", { bubbles: true, detail: { title: "new title" } }); window.parent.dispatchEvent(e); }; < /script> < button id = "customEvent" > New Title < /button> < iframe src = "https://blog.logrocket.com/the-ultimate-guide-to-iframes/" > < /iframe> ``` ### Dialer Module The `Desktop.dialer` module makes requests and listens to notification events related to the outdial activity (outgoing customer calls initiated by agents). **Example** ```javascript import { Desktop } from "@wxcc-desktop/sdk"; ... const outdial = await Desktop.dialer.startOutdial({ data: { entryPointId: “1212312567”, destination: “12078995678”, origin: "+1-3364112001" direction: “OUTBOUND”, attributes: {}, mediaType: “telephony”, outboundType: “OUTDIAL” } }); logger.info(“Dialer outdial: “, outdial); // List of available subscription events: Desktop.dialer.addEventListener("eOutdialFailed", msg => logger.info(msg)); ``` To remove an event subscription in order to avoid memory leaks, you have the following options: ```javascript // Module supports removing added listeners like: const listener = (msg) => logger.info(msg); Desktop.dialer.addEventListener("eOutdialFailed", listener); Desktop.dialer.removeEventListener("eOutdialFailed", listener); // Module supports one-time added listeners like: Desktop.dialer.addOnceEventListener("eOutdialFailed", listener); Desktop.dialer.removeOnceEventListener("eOutdialFailed", listener); // Module supports removing all listeners like: Desktop.dialer.removeAllEventListeners(); ``` #### Methods ##### startOutdial(data) Initiates an outdial call. **Example** ```javascript await Desktop.dialer.startOutdial({ data: { entryPointId: “1212312567”, destination: “12078995678”, direction: “OUTBOUND”, origin: "67078005678", attributes: {}, mediaType: “telephony”, outboundType: “CourtesyCallback” } }); ``` **Parameters** | Name | Type | Description | Required | | --------------- | ------ | ------------------------------------------------------------------ | -------- | | data | Object | Options for the outdial call. | Yes | | -->entryPointId | String | Unique identifier of the outdial entry point. | Yes | | -->destination | String | Dial number of the end recipient. | Yes | | -->direction | String | Direction of call from a dialer to recipient. | Yes | | -->origin | String | To add any outdial ANI value. | Yes | | -->attributes | Object | Options of the attributes. | Optional | | -->mediaType | String | The media channel type such as telephony, social, email, and chat. | Yes | | -->outboundType | String | Type of an outdial call such as OUTDIAL, CourtesyCallback. | Yes | **Returns** `{Object}` The object with the retrieved data. **Example Response** ```javascript const startOutdialResponse = { data: { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", outdialTransferToQueueEnabled: "false", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "8da312bb-5349-4d97-89d9-7bedd01b8782", isFcManaged: false, isTerminated: false, media: { "8da312bb-5349-4d97-89d9-7bedd01b8782": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "8da312bb-5349-4d97-89d9-7bedd01b8782", mediaType: "telephony", participants: [] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: false, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: null, lastUpdated: 1612345959131, name: "Jane Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "new", workflowManager: null }, interactionId: "8da312bb-5349-4d97-89d9-7bedd01b8782", mediaResourceId: "8da312bb-5349-4d97-89d9-7bedd01b8782", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueMgr: "aqm", ronaTimeout: 30, trackingId: "cfe421df-f107-42f3-945b-a6da5dd13ccd", type: "AgentOfferContact" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_a6cfbcc4-7a8c-4a2e-a9d5-6c23683cdcb7", type: "RoutingMessage" }; ``` ##### updateCadVariables() Updates the Call-Associated Data (CAD) variables of a task. **Example** ```javascript try { await Desktop.dialer.updateCadVariables({ interactionId: "842ba17b-9902-4420-8607-ea89a13ab332111", data: { attributes: { Global_FeedbackSurveyOptIn: "uninitialized" } } }); } catch (e) { // Handle Exception } ``` **Note:** You can add a JavaScript try-catch block to pass the error code and handle the exceptions. **Parameters** | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------------------------------------------------------------------------------- | -------- | | interactionId | String | Unique identifier for the user interaction. | Yes | | data | Object | Options to update CAD variables. | Yes | | -->attributes | Object | Options for the attributes. | Yes | | -->name | String | Key (unique identifier) for the CAD variable.
**Note:** You can have a maximum of 30 CAD variables.
| Yes | | -->value | String | Value of the CAD variable.
**Note:** You can have a maximum of 256 characters.
| Yes | **Returns** `{Object}` The object with the retrieved data. **Example Response** ```javascript const updateCadVariablesResponse = { data: { agentId: null, eventType: "RoutingMessage", interaction: { callAssociatedData: { AgentID: { agentEditable: true, agentViewable: true, displayName: "AgentIId", global: false, name: "AgentID", reportable: false, type: "STRING", value: "Test" }, Global_FeedbackSurveyOptIn: { agentEditable: true, agentViewable: true, displayName: "Post Call Survey Opt-in", global: false, name: "Global_FeedbackSurveyOptIn", reportable: false, type: "STRING", value: "uninitialized" }, Global_Language: { agentEditable: false, agentViewable: true, displayName: "Customer Language", global: false, name: "Global_Language", reportable: false, type: "STRING", value: "en-US" }, InteractionId: { agentEditable: true, agentViewable: true, displayName: "Interaction ID", global: false, name: "InteractionId", reportable: false, type: "STRING", value: "842ba17b-9902-4420-8607-ea89a13ab332111" }, ani: { agentEditable: false, agentViewable: true, displayName: "ani", global: false, name: "ani", reportable: false, type: "STRING", value: "+12157702012" }, dn: { agentEditable: false, agentViewable: true, displayName: "dn", global: false, name: "dn", reportable: false, type: "STRING", value: "+12147659005" }, ronaTimeout: { agentEditable: false, agentViewable: true, displayName: "ronaTimeout", global: false, name: "ronaTimeout", reportable: false, type: "STRING", value: "18" }, test: { agentEditable: false, agentViewable: true, displayName: "test", global: false, name: "test", reportable: false, type: "BOOLEAN", value: "true" }, virtualTeamName: { agentEditable: false, agentViewable: true, displayName: "virtualTeamName", global: false, name: "virtualTeamName", reportable: false, type: "STRING", value: "Queue - Telephony" } }, callAssociatedDetails: { InteractionId: "842ba17b-9902-4420-8607-ea89a13ab332111", ani: "+12157702012", dn: "+12147659005", ronaTimeout: "18", virtualTeamName: "Queue - Telephony" }, callFlowParams: {}, callProcessingDetails: { CONTINUE_RECORDING_ON_TRANSFER: "true", EP_ID: "AXUCQa9666OI4n5klmFgk", QMgrName: "aqm", QueueId: "AXCZ0riRefBr7nI0lIHo", ani: "+12167702012", dnis: "+12137659005", fceRegisteredEvents: "", isParked: "false", mohFileName: "defaultmusic_on_hold.wav", participantInviteTimeout: "false", pauseDuration: "10", pauseResumeEnabled: "true", priority: "10", recordInProgress: "true", recordingStarted: "true", ronaTimeout: "18", routingStrategyId: "AXUCRX6iQA-8GMFVNc5I", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Queue - Telephony", vteamId: "AXCZ0riRe7Br7nI0lIHo", workflowId: "5fb7b590349a083b26f23322", workflowName: "basic-call-flow" }, contactDirection: { type: "INBOUND" }, currentVTeam: "AXCZ0riRefBr7nI0lIHo", interactionId: "842ba17b-9902-4420-8607-ea89a13ab332", isFcManaged: true, isTerminated: true, media: { "842ba17b-9902-4420-8607-ea89a13ab332": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "842ba17b-9902-4420-8607-ea89a13ab332", mediaType: "telephony", participants: ["+12157702012", "f9dfc80e-bc9f-4793-8714-055a8e0ec715"] } }, mediaChannel: "broadcloud", mediaType: "telephony", orgId: "f222e3af-1a53-42ef-9deb-7520034b8a10", outboundType: null, owner: "f9dfc80e-bc9f-4793-8714-055a8e0ec715", participants: { "+12157702012": { id: "+12157702012", pType: "Customer", type: "Customer" }, "f9dfc80e-bc9f-4793-8714-055a8e0ec715": { channelId: "8a979027-9f74-4e14-b2c2-db8ea0261275", consultState: null, consultTimestamp: null, dn: "+19997770103", hasJoined: true, id: "f9dfc80e-bc9f-4793-8714-055a8e0ec715", isConsulted: false, isWrapUp: true, joinTimestamp: 1634646818059, lastUpdated: 1634646838590, name: "Archana R", pType: "Agent", queueId: "AXCZ0riRefBr7nI0lIHo", queueMgrId: "aqm", sessionId: "98ba1262-1f77-4d74-a8f8-d36d670983eb", siteId: "473", skillId: null, skillName: null, skills: [], teamId: "962", teamName: "Team X", type: "Agent", wrapUpTimestamp: 1634646838590 } }, previousVTeams: ["AXUCQa9W1OI4n5klmFgk"], queuedTimestamp: null, state: "connected", workflowManager: null }, interactionId: "842ba17b-9902-4420-8607-ea89a13ab332", orgId: "f222e3af-1a53-42ef-9deb-7520034b8a10", queueMgr: "aqm", trackingId: "adb6b600-8d28-4c32-bf50-5b190baae07d", type: "ContactUpdated", updatedBy: "f9dfc80e-bc9f-4793-8714-055a8e0ec715" } }; ``` #### Events ##### eOutdialFailed Outdial call did not succeed. **Example** ```javascript Desktop.dialer.addEventListener("eOutdialFailed", (msg) => logger.info(msg)); ``` **Example Response** ```javascript const eOutdialFailed = { agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", eventType: "RoutingMessage", interaction: { callAssociatedData: { dn: { agentEditable: false, displayName: "dn", name: "dn", type: "STRING", value: "8895579172" }, ronaTimeout: { agentEditable: false, displayName: "ronaTimeout", name: "ronaTimeout", type: "STRING", value: "30" }, virtualTeamName: { agentEditable: false, displayName: "virtualTeamName", name: "virtualTeamName", type: "STRING", value: "Outdial Queue-1" } }, callAssociatedDetails: { dn: "8895579172", ronaTimeout: "30", virtualTeamName: "Outdial Queue-1" }, callFlowParams: { OutdialQueue: { description: "(vteam, The Outdial Queue.)", name: "OutdialQueue", qualifier: "vteam", value: "3264", valueDataType: "string" } }, callProcessingDetails: { QMgrName: "aqm", QueueId: "3264", dnis: "8895579172", outdialTransferToQueueEnabled: "false", ronaTimeout: "30", taskToBeSelfServiced: "false", tenantId: "133", virtualTeamName: "Outdial Queue-1", vteamId: "AXCLfZZU9S1oTdqE1OFZ" }, contactDirection: { type: "OUTBOUND" }, currentVTeam: "3264", interactionId: "d87dac90-4f81-486c-8deb-b94bbcd21e92", isFcManaged: false, isTerminated: true, media: { "d87dac90-4f81-486c-8deb-b94bbcd21e92": { holdTimestamp: null, isHold: false, mType: "mainCall", mediaMgr: "vmm", mediaResourceId: "d87dac90-4f81-486c-8deb-b94bbcd21e92", mediaType: "telephony", participants: [] } }, mediaChannel: "dialer", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", outboundType: "OUTDIAL", owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", participants: { "7c867aa9-ec768-341a-b767-e5hd6ae7g701": { channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8", consultState: null, consultTimestamp: null, dn: "8895579172", hasJoined: false, id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701", isConsulted: false, isWrapUp: false, joinTimestamp: null, lastUpdated: 1612346591051, name: "John Doe", pType: "Agent", queueId: "3264", queueMgrId: "aqm", sessionId: "3d017488-527a-4e89-9313-5d4eb353c789", siteId: "472", teamId: "960", teamName: "Email_Team", type: "Agent", wrapUpTimestamp: null } }, previousVTeams: [], state: "new", workflowManager: null }, interactionId: "d87dac90-4f81-486c-8deb-b94bbcd21e92", mediaType: "telephony", orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", queueId: "3264", queueMgr: "aqm", reason: "CUSTOMER_UNAVAILABLE", reasonCode: 500, trackingId: "09f0d9fd-6cad-48a4-a906-be1b09a8fdc0", type: "AgentOutboundFailed" }; ``` ### Screen Pop Module The `Desktop.screenpop` module makes requests and listens to notification events related to the screen pop entity. **Example** ```javascript Desktop.screenpop.addEventListener("eScreenPop", (msg) => logger.info(msg)); ``` To remove an event subscription in order to avoid memory leaks, you have the following options: ```javascript // Module supports removing added listeners like: const listener = (msg) => logger.info(msg); Desktop.screenpop.addEventListener("eScreenPop", listener); Desktop.screenpop.removeEventListener("eScreenPop", listener); // Module supports one-time added listeners like: Desktop.screenpop.addOnceEventListener("eScreenPop", listener); Desktop.screenpop.removeOnceEventListener("eScreenPop", listener); // Module supports removing all listeners like: Desktop.screenpop.removeAllEventListeners(); ``` #### Events ##### eScreenPop Listens to an event that displays the screen pop. **Example** ```javascript Desktop.screenpop.addEventListener("eScreenPop", listener); ``` **Example Response** ```javascript const eScreenPop = { data: { agentId: "1736827c-10ef-4b2a-90e0-7d2a3743ded3", interactionId: "4745472e-cfa2-47f3-9fc1-16359516d648", queryParameters: null, screenPopUrl: "https://youtube.com", target: "insideDesktop", type: "ScreenPop" }, orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25", trackingId: "notifs_90a4bf42-ba95-47a6-b8cb-c1ed105ff5ea", type: "RoutingMessage" }; ``` ### Shortcut Key Module The `Desktop.shortcutKey` module intends to register and call the shortcut key actions from widgets. You must know the list of existing shortcut keys in Desktop to avoid conflicts. For more information, see the [Access Keyboard Shortcuts](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/desktop_20/webexcc_b_20-desktop-user-guide/webexcc_b_30-cisco-webex-contact-center-agent_chapter_00.html#Cisco_Task_in_List_GUI.dita_60eba694-3011-42b5-9bfc-ec737a82315e) section in the _Introduction_ chapter of the _Cisco Webex Contact Center Agent Desktop User Guide_. **Example** ```javascript import { Desktop } from "@wxcc-desktop/sdk"; console.log(Desktop.shortcutKey.DEFAULT_SHORTCUT_KEYS); //=> logs default shortcut keys console.log(Desktop.shortcutKey.MODIFIERS); //=> logs keys modifiers console.log(Desktop.shortcutKey.REGISTERED_KEYS); //=> logs registered keys without modifiers console.log(Desktop.shortcutKey.getRegisteredKeys()); //=> logs service registered keys with modifiers (full information) Desktop.shortcutKey.listenKeyPress((event) => { ... }); //=> listen shortcuts key press Desktop.shortcutKey.listenKeyConflict((event) => { ... }); //=> listen shortcuts key conflict Desktop.shortcutKey.listenConflictResolved(() => {}); //=> listen to shortcut key conflict resolved status Desktop.shortcutKey.register([{ ... }, { ... }, ...]); //=> registering shortcut keys actions Desktop.shortcutKey.unregisterKeys('widget-one-example'); //=> used to unregister on unmount, widgetElement used for register should be provided ``` #### Methods ##### register() Registers the shortcut key actions. **Example** ```javascript Desktop.shortcutKey.register([ { componentName: "Sample Comp", actionName: "login", modifierKeys: "ctrlKey_altKey", key: "r", callback: (data: Service.shortcut.EKeyInfo) => {} } ]); ``` The following table lists the payload details: | Name | Type | Description | Required | | ------------- | -------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------- | | componentName | String | The name of the functionality, component, or the widget. | Yes | | actionName | String | Name of the action or operation performed by the assigned shortcut keys. | Yes | | modifierKeys | String | The modifier key is used commonly in keyboard shortcuts on the host platform. The keyboard modifier key combinations are:
- Ctrl + Shift
- Alt + Shift
- Ctrl + Alt
- Shift
- Ctrl
- Alt | Yes | | key | String | The main key to be combined with modifier keys. For example, Ctrl + Shift + e where Ctrl and Shift are the modifier keys, and e is the main key. | Yes | | callback | Function | Client code can add the callback function while registering the shortcut key. When the shortcut key framework finds the matching keys from the registered keys list on the keyboard `keyup` event, then the shortcut framework invokes the callback method. The `keyup` event is invoked when a key is released. | Yes | **Returns** `{Array}` The array of objects. **Example Response** ```javascript const register = { [{ "widgetElement": "agentx-wc-navigation", "group": "Navigation", "action": "Open Home Page", "modifierKeys": "ctrlKey_altKey", "key": "1" }, // widgetElement is the name of the web component // group is the name of the functionality, component, or the widget. { "widgetElement": "agentx-wc-navigation", "group": "Navigation", "action": "Open Agent Performance Statistics Page", "modifierKeys": "ctrlKey_altKey", "key": "2" }, { "widgetElement": "agentx-wc-navigation", "group": "Navigation", "action": "Open Widget Using JS API Page", "modifierKeys": "ctrlKey_altKey", "key": "3" } ] } ``` ##### getRegisteredKeys() Retrieves the registered shortcut keys with the modifiers. **Example** ```javascript console.log(Desktop.shortcutKey.getRegisteredKeys()); ``` **Returns** `{Array}` The array of objects. **Example Response** ```javascript const getRegisteredKeys = [ [ "Go to Available StatectrlKey_altKeyr", { widgetElement: "agentx-react-state-selector", group: "Agent State", action: "Go to Available State", modifierKeys: "ctrlKey_altKey", key: "r" } ], [ "Go to Idle StatectrlKey_altKeyn", { widgetElement: "agentx-react-state-selector", group: "Agent State", action: "Go to Idle State", modifierKeys: "ctrlKey_altKey", key: "n" } ], [ "Send EmailctrlKey_altKeys", { widgetElement: "agentx-react-email-composer", group: "Email Handling", action: "Send Email", modifierKeys: "ctrlKey_altKey", key: "s" } ], [ "ReplyctrlKey_shiftKey6", { widgetElement: "agentx-react-email-composer", group: "Email Handling", action: "Reply", modifierKeys: "ctrlKey_shiftKey", key: "6" } ], [ "Reply AllctrlKey_shiftKey5", { widgetElement: "agentx-react-email-composer", group: "Email Handling", action: "Reply All", modifierKeys: "ctrlKey_shiftKey", key: "5" } ], [ "Open Outbound callctrlKey_altKeyo", { widgetElement: "agentx-react-out-dial", group: "Outbound", action: "Open Outbound call", modifierKeys: "ctrlKey_altKey", key: "o" } ], [ "Open Notification CenterctrlKey_altKeyi", { widgetElement: "wagentx-wc-menu-notification", group: "Notification", action: "Open Notification Center", modifierKeys: "ctrlKey_altKey", key: "i" } ], [ "Enable Silent NotificationsctrlKey_altKeyd", { widgetElement: "wagentx-wc-menu-notification", group: "Notification", action: "Enable Silent Notifications", modifierKeys: "ctrlKey_altKey", key: "d" } ], [ "Accept Chat/Email/SocialctrlKey_altKeya", { widgetElement: "agentx-react-interaction-control", group: "Application", action: "Accept Chat/Email/Social", modifierKeys: "ctrlKey_altKey", key: "a" } ], [ "Switch between PopoversctrlKey_altKeyp", { widgetElement: "agentx-react-interaction-control", group: "Application", action: "Switch between Popovers", modifierKeys: "ctrlKey_altKey", key: "p" } ], [ "Expand/Collapse the PopoverctrlKey_shiftKey9", { widgetElement: "agentx-react-interaction-control", group: "Application", action: "Expand/Collapse the Popover", modifierKeys: "ctrlKey_shiftKey", key: "9" } ], [ "Accept all (visible) PopoversctrlKey_shiftKey4", { widgetElement: "agentx-react-interaction-control", group: "Application", action: "Accept all (visible) Popovers", modifierKeys: "ctrlKey_shiftKey", key: "4" } ], [ "Hold/Resume CallctrlKey_altKeyv", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Hold/Resume Call", modifierKeys: "ctrlKey_altKey", key: "v" } ], [ "Pause/Resume RecordingctrlKey_shiftKeyz", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Pause/Resume Recording", modifierKeys: "ctrlKey_shiftKey", key: "z" } ], [ "Conference Request for Call/ChatctrlKey_altKeyh", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Conference Request for Call/Chat", modifierKeys: "ctrlKey_altKey", key: "h" } ], [ "Consult Request for CallctrlKey_altKeyc", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Consult Request for Call", modifierKeys: "ctrlKey_altKey", key: "c" } ], [ "End for All ChannelsctrlKey_altKeye", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "End for All Channels", modifierKeys: "ctrlKey_altKey", key: "e" } ], [ "Transfer Request for All ChannelsctrlKey_altKeyx", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Transfer Request for All Channels", modifierKeys: "ctrlKey_altKey", key: "x" } ], [ "Save Edited CAD Variable ValuesctrlKey_altKeym", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Save Edited CAD Variable Values", modifierKeys: "ctrlKey_altKey", key: "m" } ], [ "Revert Edited CAD Variable ValuesctrlKey_altKeyz", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Revert Edited CAD Variable Values", modifierKeys: "ctrlKey_altKey", key: "z" } ], [ "Expand/CollapsectrlKey_shiftKeyy", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Expand/Collapse", modifierKeys: "ctrlKey_shiftKey", key: "y" } ], [ "Wrap Up ReasonctrlKey_altKeyw", { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Wrap Up Reason", modifierKeys: "ctrlKey_altKey", key: "w" } ], [ "Open User ProfilectrlKey_altKeyu", { widgetElement: "agentx-react-agent-profile", group: "User Profile", action: "Open User Profile", modifierKeys: "ctrlKey_altKey", key: "u" } ], [ "Sign OutctrlKey_altKeyl", { widgetElement: "agentx-react-agent-profile", group: "User Profile", action: "Sign Out", modifierKeys: "ctrlKey_altKey", key: "l" } ], [ "Open Keyboard Shortcuts ListctrlKey_altKeyf", { widgetElement: "agentx-react-agent-profile", group: "User Profile", action: "Open Keyboard Shortcuts List", modifierKeys: "ctrlKey_altKey", key: "f" } ], [ "Download Error ReportctrlKey_shiftKey2", { widgetElement: "agentx-react-agent-profile", group: "User Profile", action: "Download Error Report", modifierKeys: "ctrlKey_shiftKey", key: "2" } ], [ "Switch between active tasksctrlKey_shiftKey8", { widgetElement: "agentx-wc-task-list", group: "Task List", action: "Switch between active tasks", modifierKeys: "ctrlKey_shiftKey", key: "8" } ], [ "Expand/Collapse the Task PanelctrlKey_shiftKey7", { widgetElement: "agentx-wc-task-list", group: "Task List", action: "Expand/Collapse the Task Panel", modifierKeys: "ctrlKey_shiftKey", key: "7" } ], [ "Open Navigation TabctrlKey_altKeyt", { widgetElement: "agentx-wc-connector", group: "Connector View", action: "Open Navigation Tab", modifierKeys: "ctrlKey_altKey", key: "t" } ], [ "RefreshctrlKey_altKeyb", { widgetElement: "agentx-wc-connector", group: "Connector View", action: "Refresh", modifierKeys: "ctrlKey_altKey", key: "b" } ], [ "Open HomectrlKey_altKey1", { widgetElement: "agentx-wc-navigation", group: "Navigation", action: "Open Home", modifierKeys: "ctrlKey_altKey", key: "1" } ], [ "Open Agent Performance StatisticsctrlKey_altKey2", { widgetElement: "agentx-wc-navigation", group: "Navigation", action: "Open Agent Performance Statistics", modifierKeys: "ctrlKey_altKey", key: "2" } ], [ "Open Webex Experience Manager MetricsctrlKey_altKey3", { widgetElement: "agentx-wc-navigation", group: "Navigation", action: "Open Webex Experience Manager Metrics", modifierKeys: "ctrlKey_altKey", key: "3" } ] ]; ``` ##### Default Shortcut Keys Logs the default shortcut keys. **Example** ```javascript console.log(Desktop.shortcutKey.DEFAULT_SHORTCUT_KEYS); ``` **Returns** `{Array}` The array of objects. **Example Response** ```javascript const DEFAULT_SHORTCUT_KEYS = { agentState: [ { widgetElement: "agentx-react-state-selector", group: "Agent State", action: "Go to Available State", modifierKeys: "ctrlKey_altKey", key: "r" }, { widgetElement: "agentx-react-state-selector", group: "Agent State", action: "Go to Idle State", modifierKeys: "ctrlKey_altKey", key: "n" } ], emailComposer: [ { widgetElement: "agentx-react-email-composer", group: "Email Handling", action: "Send Email", modifierKeys: "ctrlKey_altKey", key: "s" }, { widgetElement: "agentx-react-email-composer", group: "Email Handling", action: "Reply", modifierKeys: "ctrlKey_shiftKey", key: "6" }, { widgetElement: "agentx-react-email-composer", group: "Email Handling", action: "Reply All", modifierKeys: "ctrlKey_shiftKey", key: "5" } ], outDial: [ { widgetElement: "agentx-react-out-dial", group: "Outbound", action: "Open Outbound call", modifierKeys: "ctrlKey_altKey", key: "o" } ], notification: [ { widgetElement: "wagentx-wc-menu-notification", group: "Notification", action: "Open Notification Center", modifierKeys: "ctrlKey_altKey", key: "i" }, { widgetElement: "wagentx-wc-menu-notification", group: "Notification", action: "Enable Silent Notifications", modifierKeys: "ctrlKey_altKey", key: "d" } ], interactionPopover: [ { widgetElement: "agentx-react-interaction-control", group: "Application", action: "Accept Chat/Email/Social", modifierKeys: "ctrlKey_altKey", key: "a" }, { widgetElement: "agentx-react-interaction-control", group: "Application", action: "Switch between Popovers", modifierKeys: "ctrlKey_altKey", key: "p" }, { widgetElement: "agentx-react-interaction-control", group: "Application", action: "Expand/Collapse the Popover", modifierKeys: "ctrlKey_shiftKey", key: "9" }, { widgetElement: "agentx-react-interaction-control", group: "Application", action: "Accept all (visible) Popovers", modifierKeys: "ctrlKey_shiftKey", key: "4" } ], interactionControl: [ { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Hold/Resume Call", modifierKeys: "ctrlKey_altKey", key: "v" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Pause/Resume Recording", modifierKeys: "ctrlKey_shiftKey", key: "z" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Conference Request for Call/Chat", modifierKeys: "ctrlKey_altKey", key: "h" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Consult Request for Call", modifierKeys: "ctrlKey_altKey", key: "c" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "End for All Channels", modifierKeys: "ctrlKey_altKey", key: "e" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Transfer Request for All Channels", modifierKeys: "ctrlKey_altKey", key: "x" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Save Edited CAD Variable Values", modifierKeys: "ctrlKey_altKey", key: "m" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Revert Edited CAD Variable Values", modifierKeys: "ctrlKey_altKey", key: "z" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Expand/Collapse", modifierKeys: "ctrlKey_shiftKey", key: "y" }, { widgetElement: "agentx-react-interaction-control", group: "Interaction Control", action: "Wrap Up Reason", modifierKeys: "ctrlKey_altKey", key: "w" } ], userProfile: [ { widgetElement: "agentx-react-agent-profile", group: "User Profile", action: "Open User Profile", modifierKeys: "ctrlKey_altKey", key: "u" }, { widgetElement: "agentx-react-agent-profile", group: "User Profile", action: "Sign Out", modifierKeys: "ctrlKey_altKey", key: "l" }, { widgetElement: "agentx-react-agent-profile", group: "User Profile", action: "Open Keyboard Shortcuts List", modifierKeys: "ctrlKey_altKey", key: "f" }, { widgetElement: "agentx-react-agent-profile", group: "User Profile", action: "Download Error Report", modifierKeys: "ctrlKey_shiftKey", key: "2" } ], taskList: [ { widgetElement: "agentx-wc-task-list", group: "Task List", action: "Switch between active tasks", modifierKeys: "ctrlKey_shiftKey", key: "8" }, { widgetElement: "agentx-wc-task-list", group: "Task List", action: "Expand/Collapse the Task Panel", modifierKeys: "ctrlKey_shiftKey", key: "7" } ], connectorView: [ { widgetElement: "agentx-wc-connector", group: "Connector View", action: "Open Navigation Tab", modifierKeys: "ctrlKey_altKey", key: "t" }, { widgetElement: "agentx-wc-connector", group: "Connector View", action: "Refresh", modifierKeys: "ctrlKey_altKey", key: "b" } ] }; ``` ##### Modifiers Logs the shortcut key modifier. A modifier shortcut key is Shift, Ctrl, Alt, or a combination of these keys. **Example** ```javascript console.log(Desktop.shortcutKey.MODIFIERS); ``` **Returns** `{Object}` The object response. **Example Response** ```javascript const MODIFIERS = { CTRL_SHIFT: "ctrlKey_shiftKey", ALT_SHIFT: "altKey_shiftKey", CTRL_ALT: "ctrlKey_altKey", SHIFT: "shiftKey", CTRL: "ctrlKey", ALT: "altKey" }; ``` ##### Registered Keys Logs registered shortcut keys without the modifiers. **Example** ```javascript console.log(Desktop.shortcutKey.REGISTERED_KEYS); ``` **Returns** `{Object}` The object response. **Example Response** ```javascript const REGISTERED_KEYS = { EXPAND_COLLAPSE_INTERACTION_PANEL_KEY: "y", SAVE_EDITED_CAD_KEY: "m", REVERT_EDITED_CAD_KEY: "z", HOLD_RESUME_CALL_KEY: "v", TRANSFER_KEY: "x", CONSULT_KEY: "c", END_KEY: "e", CONFERENCE_KEY: "h", PAUSE_RESUME_RECORDING_KEY: "z", GO_TO_AVAILABLE_KEY: "r", OPEN_STATE_SELECTOR_KEY: "n", SEND_EMAIL_KEY: "s", REPLY_EMAIL_KEY: "6", REPLY_ALL_EMAIL_KEY: "5", OPEN_USER_PROFILE_KEY: "u", ENABLE_SILENT_NOTIFICATION_KEY: "d", OPEN_SHORTCUT_KEY_MODAL_KEY: "f", DOWNLOAD_ERROR_REPORT_KEY: "2", SIGNOUT_KEY: "l", ACCEPT_TASK_KEY: "a", SWITCH_POPOVER_KEY: "p", EXPAND_COLLAPSE_POPOVER_KEY: "9", OPEN_OUTDIAL_KEY: "o", OPEN_WRAP_UP_KEY: "w", EXPAND_COLLAPSE_TASK_LIST_PANEL_KEY: "7", OPEN_NOTIFICATION_CENTER_KEY: "i", OPEN_NAVIGATION_TAB_KEY: "t", REFRESH_KEY: "b", SWITCH_TASK_KEY: "8", ACCEPT_ALL_TASK_KEY: "4" }; ``` ##### unregisterKeys() Unregisters the shortcut keys. **Example** ```javascript Desktop.shortcutKey.unregisterKeys([ { widgetElement: "custom-element", group: "custom widget", action: "login", modifierKeys: "ctrlKey_altKey", key: "r" }, { widgetElement: "custom-element", group: "custom widget", action: "logout", modifierKeys: "ctrlKey_altKey", key: "n" } ]); ``` ##### listenKeyPress(event) Listens to shortcut key press. **Example** ```javascript Desktop.shortcutKey.listenKeyPress((event) => { console.log("JSSDK ShortcutKey listenKeyPress: ", event); }); ``` **Parameters** | Name | Type | Description | Required | | ----- | ------ | ------------------------------------------------- | -------- | | event | Object | The event occurs when a keyboard key is released. | Yes | **Returns** `{Object}` The object response. **Example Response** ```javascript { "type": "execute", "data": { "widgetElement": "agentx-react-agent-profile", "group": "User Profile", "action": "Open Keyboard Shortcuts List", "modifierKeys": "ctrlKey_altKey", "key": "f", "keyCombination": "Ctrl + Alt + F" }, "keyboardEvent": { "isTrusted": true } } ``` ##### listenKeyConflict(event) Listens to shortcut key conflicts. **Example** ```javascript Desktop.shortcutKey.listenKeyConflict((event => { console.log("JSSDK ShortcutKey listenKeyPress: ", event); }); ``` **Parameters** | Name | Type | Description | Required | | ----- | ------ | ------------------------------------------------- | -------- | | event | Object | The event occurs when a keyboard key is released. | Yes | **Returns** `{Object}` The object response. **Example Response** ```javascript { "type": "conflict", "data": { "widgetElement": "agentx-react-agent-profile", "group": "User Profile", "action": "Open Keyboard Shortcuts List", "modifierKeys": "ctrlKey_altKey", "key": "f", "isConflict": true } } ``` ##### listenConflictResolved() Listens to shortcut key conflict resolved status. **Example** ```javascript Desktop.shortcutKey.listenConflictResolved(() => {}); ``` ### Call Monitoring Module Call monitoring enables supervisors to monitor agents who are engaged in active calls with customers. #### Start Monitoring The `Desktop.monitoring.startMonitoring` request monitors the calls received by an agent. **Example** ``` Desktop.monitoring.startMonitoring({ id: "62e5ffa9-7d80-40d7-bfbc-94cab8d5f67b", // 16 DIGIT unique id monitorType: String, // adhoc, continuous, midcall trackingId: "62e5ffa9-7d80-40d7-bfbc-94cab8d5f67b", // string taskId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" // string – nothing but interaction id }); ``` **Parameters** | Name | Type | Description | Required | | ----------- | ------ | --------------------------------------------- | -------- | | Id | String | Unique identifier for the monitoring request. | Yes | | monitorType | String | Indicates the monitoring type- | Adhoc, Continuous, or Midcall. | Yes | | taskId | String | Unique identifier for the task. | Yes | | trackingId | String | Unique identifier for the monitoring request that maps success and failure events. | Yes | ##### Start Monitoring Success After initiating the startMonitoring request, the listener listens to the `eMonitoringOffered` event when the call monitoring is successful. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringOffered", (msg: any) => console.log("Monitoring eMonitoringOffered: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "adhoc", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "queueId": "AXk4lbZds49yBk2m_M0b", "queueName": "Some Queue", "supervisorDN": "+14085550001", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "task":{ "callAssociatedData":{ "DispositionCode":{ "agentEditable":true, "displayName":"Disposition Code", "name":"DispositionCode", "type":"STRING", "value":"Please Enter Disposition" }, "Some_Site":{ "agentEditable":false, "displayName":"Location Called", "name":"Some_Site", "type":"STRING", "value":"Some Services" }, "ani":{ "agentEditable":false, "displayName":"ani", "name":"ani", "type":"STRING", "value":"**********" }, "dn":{ "agentEditable":false, "displayName":"dn", "name":"dn", "type":"STRING", "value":"**********" }, "ronaTimeout":{ "agentEditable":false, "displayName":"ronaTimeout", "name":"ronaTimeout", "type":"STRING", "value":"18" }, "virtualTeamName":{ "agentEditable":false, "displayName":"virtualTeamName", "name":"virtualTeamName", "type":"STRING", "value":"Sample Marketing LAA" } }, "callAssociatedDetails":{ "ani":"+191****1028", "dn":"+191****2118", "ronaTimeout":"18", "virtualTeamName":"Some Marketing" }, "callFlowParams":{ }, "callProcessingDetails":{ "CONTINUE_RECORDING_ON_TRANSFER":"true", "EP_ID":"AXjrWErNWmiYcFh7QDSQ", "QMgrName":"aqm", "QueueId":"AXk4lbZds49y881m_M0b", "ani":"+191****1028", "dnis":"+191****2118", "fceRegisteredEvents":"", "isParked":"false", "mohFileName":"defaultmusic_on_hold.wav", "pauseDuration":"0", "pauseResumeEnabled":"false", "priority":"10", "recordInProgress":"true", "recordingStarted":"true", "ronaTimeout":"18", "routingStrategyId":"AXjv16JJJ3z7afsera2j", "taskToBeSelfServiced":"false", "tenantId":"285", "virtualTeamName":"Some Marketing", "vteamId":"AXk4lbZds49y771m_M0b", "workflowId":"607eee3242312e179b59e02b", "workflowName":"Sample work flow" }, "contactDirection":{ "type":"INBOUND" }, "currentVTeam":"AXk4lbZds49yBk2m_M0b", "interactionId":"761c2d42-5b40-4dd4-a888-ae7c82f9ae94", "isFcManaged":true, "isTerminated":false, "media":{ "761c2d42-5b40-4fd4-a888-aeff82f9ae94":{ "holdTimestamp":null, "isHold":false, "mType":"mainCall", "mediaMgr":"vmm", "mediaResourceId":"761c2ff2-5b40-4fd4-a888-ae7c82f9ae94", "mediaType":"telephony", "participants":[ "**********", "17eb03c9-2eae-4ce0-822b-cfff4b30239a" ] } }, "mediaChannel":"broadcloud", "mediaType":"telephony", "orgId":"5b02f5ac-b2a3-4219-8a66-ca1cff83bd17", "outboundType":null, "owner":"17eb03c9-2eae-4ce0-822b-cfd1ff30239a", "participants":{ "**********":{ "id":"**********", "pType":"Customer", "type":"Customer" }, "17eb03c9-2eae-4ce0-822b-cfd14bff239a":{ "channelId":"fd8d3fee-0b75-4fff-b1c3-eceb2f1d9f98", "consultState":null, "consultTimestamp":null, "dn":"916***8420", "hasJoined":true, "id":"17eff3c9-2eae-4ce0-822b-cfd14b30239a", "isConsulted":false, "isWrapUp":false, "joinTimestamp":1238879263354, "lastUpdated":1624379263354, "name":"First Last Name", "pType":"Agent", "queueId":"AXk4lbZds4ddBk1m_M0b", "queueMgrId":"aqm", "sessionId":"d2d52b14-dd1e-4796-befc-288003425977", "siteId":"526", "teamId":"9336", "teamName":"Marketing", "type":"Agent", "wrapUpTimestamp":null } }, "previousVTeams":[ "AXjrWErNWmiYcDh7QQCQ" ], "queuedTimestamp":null, "state":"connected", "workflowManager":null }, "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringOffered", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` ##### Start Monitoring Create Failed If the start monitoring request fails, the listener listens to the `eMonitoringRequestCreateFailed` event. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringRequestCreateFailed", (msg: any) => console.log("Monitoring eMonitoringRequestCreateFailed: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "adhoc", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "queueId": ["AXk4lbZds49yBk2m_M0b", "AXk4lbZ23449yBk2m_M0b"], "teams": ["All"], "sites": ["All"], "agents": ["All"], "isActive": true, "taskId": null, "reason": "Supervisor already have a matching monitoring request", "reasonCode": 12345, "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringRequestCreateFailed", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` ##### Start Monitoring Call Offer Event to Supervisor If the supervisor accepts a call on a physical device, the listener listens to the `eMonitoringStarted` event. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringStarted", (msg: any) => console.log("Monitoring eMonitoringStarted: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "midcall", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "queueId": "AXk4lbZds49yBk2m_M0b", "queueName": "Some Queue", "supervisorDN": "+14085550001", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "task":{ "callAssociatedData":{ "DispositionCode":{ "agentEditable":true, "displayName":"Disposition Code", "name":"DispositionCode", "type":"STRING", "value":"Please Enter Disposition" }, "Some_Site":{ "agentEditable":false, "displayName":"Location Called", "name":"Some_Site", "type":"STRING", "value":"Some Services" }, "ani":{ "agentEditable":false, "displayName":"ani", "name":"ani", "type":"STRING", "value":"**********" }, "dn":{ "agentEditable":false, "displayName":"dn", "name":"dn", "type":"STRING", "value":"**********" }, "ronaTimeout":{ "agentEditable":false, "displayName":"ronaTimeout", "name":"ronaTimeout", "type":"STRING", "value":"18" }, "virtualTeamName":{ "agentEditable":false, "displayName":"virtualTeamName", "name":"virtualTeamName", "type":"STRING", "value":"Sample Marketing LAA" } }, "callAssociatedDetails":{ "ani":"+191****1028", "dn":"+191****2118", "ronaTimeout":"18", "virtualTeamName":"Some Marketing" }, "callFlowParams":{ }, "callProcessingDetails":{ "CONTINUE_RECORDING_ON_TRANSFER":"true", "EP_ID":"AXjrWErNWmiYcFh7QDSQ", "QMgrName":"aqm", "QueueId":"AXk4lbZds49y881m_M0b", "ani":"+191****1028", "dnis":"+191****2118", "fceRegisteredEvents":"", "isParked":"false", "mohFileName":"defaultmusic_on_hold.wav", "pauseDuration":"0", "pauseResumeEnabled":"false", "priority":"10", "recordInProgress":"true", "recordingStarted":"true", "ronaTimeout":"18", "routingStrategyId":"AXjv16JJJ3z7afsera2j", "taskToBeSelfServiced":"false", "tenantId":"285", "virtualTeamName":"Some Marketing", "vteamId":"AXk4lbZds49y771m_M0b", "workflowId":"607eee3242312e179b59e02b", "workflowName":"Sample work flow" }, "contactDirection":{ "type":"INBOUND" }, "currentVTeam":"AXk4lbZds49yBk2m_M0b", "interactionId":"761c2d42-5b40-4dd4-a888-ae7c82f9ae94", "isFcManaged":true, "isTerminated":false, "media":{ "761c2d42-5b40-4fd4-a888-aeff82f9ae94":{ "holdTimestamp":null, "isHold":false, "mType":"mainCall", "mediaMgr":"vmm", "mediaResourceId":"761c2ff2-5b40-4fd4-a888-ae7c82f9ae94", "mediaType":"telephony", "participants":[ "**********", "17eb03c9-2eae-4ce0-822b-cfff4b30239a" ] } }, "mediaChannel":"broadcloud", "mediaType":"telephony", "orgId":"5b02f5ac-b2a3-4219-8a66-ca1cff83bd17", "outboundType":null, "owner":"17eb03c9-2eae-4ce0-822b-cfd1ff30239a", "participants":{ "**********":{ "id":"**********", "pType":"Customer", "type":"Customer" }, "17eb03c9-2eae-4ce0-822b-cfd14bff239a":{ "channelId":"fd8d3fee-0b75-4fff-b1c3-eceb2f1d9f98", "consultState":null, "consultTimestamp":null, "dn":"916***8420", "hasJoined":true, "id":"17eff3c9-2eae-4ce0-822b-cfd14b30239a", "isConsulted":false, "isWrapUp":false, "joinTimestamp":1238879263354, "lastUpdated":1624379263354, "name":"First Last Name", "pType":"Agent", "queueId":"AXk4lbZds4ddBk1m_M0b", "queueMgrId":"aqm", "sessionId":"d2d52b14-dd1e-4796-befc-288003425977", "siteId":"526", "teamId":"9336", "teamName":"Marketing", "type":"Agent", "wrapUpTimestamp":null } }, "previousVTeams":[ "AXjrWErNWmiYcDh7QQCQ" ], "queuedTimestamp":null, "state":"connected", "workflowManager":null }, "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringOffered", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` ##### Start Monitoring Call Failed If call monitoring fails due to any reason, the listener listens to the `eMonitoringFailed` event. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringFailed", (msg: any) => console.log("Monitoring eMonitoringFailed: ", msg) ); ``` **Example Response** ```` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "midcall", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "queueId": "AXk4lbZds49yBk2m_M0b", "queueName": "Some Queue", "supervisorDN": "+14085550001", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "reason": "Supervisor (```Supervisor full name```) device is unresponsive", "reasonCode": 987562, "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringFailed", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ```` #### Pause Monitoring The `Desktop.monitoring.holdMonitoring` request pauses the call monitoring requests. **Example** ``` await Desktop.monitoring.holdMonitoring({ interactionId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" }); ``` **Parameters** | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------- | -------- | | interactionId | String | Unique identifier of the interaction. | Yes | ##### Pause Monitoring Success Event After initiating the pause monitoring request to Asynchronous Queue Manager(AQM), the listener listens to the `eMonitoringHeld` events. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringHeld", (msg: any) => console.log("Monitoring eMonitoringHeld: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "midcall", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286", "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringHold", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` ##### Pause Monitoring Failed Event If the system fails to create the Contact Monitoring Hold request, the `eMonitoringHoldFailed` payload is delivered asynchronously. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringHoldFailed", (msg: any) => console.log("Monitoring eMonitoringHoldFailed: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "midcall", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286", "reason": "Media leg failure", "reasonCode": 95367, "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringHoldFailed", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` #### Resume Monitoring The `Desktop.monitoring.unHoldMonitoring` request resumes call monitoring that was paused earlier. **Example** ``` await Desktop.monitoring.unHoldMonitoring ({ interactionId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" }); ``` **Parameters** | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------- | -------- | | interactionId | String | Unique identifier of the interaction. | Yes | ##### Resume Monitoring Success Event After initiating the pause monitoring request to AQM, the listener listens to the `eMonitoringUnHeld` events. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringUnHeld", (msg: any) => console.log("Monitoring eMonitoringUnHeld: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "midcall", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286", "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringHold", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` ##### Resume Monitoring Failed Event If the system fails to create the Contact Monitoring Hold request, the `eMonitoringUnHoldFailed` payload is delivered asynchronously. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringUnHoldFailed", (msg: any) => console.log("Monitoring eMonitoringUnHoldFailed: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "midcall", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286", "reason": "Media leg failure", "reasonCode": 95367, "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringHoldFailed", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` #### End Monitoring The `Desktop.monitoring.endMonitoring` request ends active call monitoring requests. **Example** ``` await Desktop.monitoring.endMonitoring ({ interactionId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" }); ``` **Parameters** | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------- | -------- | | interactionId | String | Unique identifier of the interaction. | Yes | ##### End Monitoring Success Event After initiating the pause monitoring request to AQM, the listener listens to the `eMonitoringEnded` event. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringEnded ", (msg: any) => console.log("Monitoring eMonitoringEnded: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "midcall", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286", "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringEnded", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` ##### End Monitoring Failed Event If End Monitoring fails, the `eMonitoringEndFailed` payload is delivered asynchronously. **Example** ``` Desktop.monitoring.addEventListener("eMonitoringEndFailed ", (msg: any) => console.log("Monitoring eMonitoringEndFailed: ", msg) ); ``` **Example Response** ``` { "data": { "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "id": "faedfcc8-035a-41e3-ad53-ee9fad4ca286", "monitorType": "midcall", "supervisorId": "ae3dfcc8-035a-41e3-ad53-ee9fad4ca286", "taskId": "eeed32bd-19aa-4da0-8bee-e413d1799f4c", "agentId": "ffddfcc8-035a-41e3-ad53-ee9fad4ca286", "reason": "Media leg failure", "reasonCode": 95367, "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "MonitoringEndFailed", "eventType": "SupervisorDesktopMessage" }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` #### Barge In 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. **Example** ``` await Desktop.monitoring.bargeIn ({ interactionId: "d6583397-d7ab-4dcb-b761-6cc925ad11d4" }); ``` **Parameters** | Name | Type | Description | Required | | ------------- | ------ | ------------------------------------- | -------- | | interactionId | String | Unique identifier of the interaction. | Yes | ##### Barge In Success Event After initiating the barge in request to AQM, the listener listens to the `eAgentMonitorStateChanged` event. **Example** ``` Desktop.monitoring.addEventListener("eAgentMonitorStateChanged ", (msg: any) => console.log("Monitoring eMonitoringEnded: ", msg) ); ``` **Example Response** ``` { "data": { "agentId": "6fc77132-5886-467f-b977-5b147770a7a7", "eventTime": 1693216938773, "eventType": "SupervisorDesktopMessage", "interactionId": "47ee78e5-a46c-446b-b607-8345d3f6c38d", "interaction":{}, "monitoringState": { "type": "BargeIn" }, "orgId": "c1040014-0ee0-4e9e-aaaf-e2bd54174760", "supervisorId": "075031e0-8013-4ae6-b59b-399a1b6ed19d", "supervisorName": "Intg Supervisor1", "trackingId": "f0d51000-17e1-4a38-a571-59e3b95ffa7e", "type": "AgentMonitorStateChanged" }, "orgId": "c1040014-0ee0-4e9e-aaaf-e2bd54174760", "trackingId": "notifs_12a93135-7b69-4dd2-891c-df3096a5c437", "type": "AgentMonitorStateChanged" } ``` ##### Barge In Failed Event If Barge In fails, the `eAgentMonitorStateChangeFailed` payload is delivered asynchronously. **Example** ``` Desktop.monitoring.addEventListener("eAgentMonitorStateChangeFailed ", (msg: any) => console.log("Monitoring eAgentMonitorStateChangeFailed: ", msg) ); ``` **Example Response** ``` { "data": { "agentId": "6fc77132-5886-467f-b977-5b147770a7a7", "eventTime": 1693216938773, "eventType": "SupervisorDesktopMessage", "interactionId": "47ee78e5-a46c-446b-b607-8345d3f6c38d", "monitoringState": { "type": "BargeIn" }, "orgId": "c1040014-0ee0-4e9e-aaaf-e2bd54174760", "supervisorId": "075031e0-8013-4ae6-b59b-399a1b6ed19d", "reason": "Media leg failure", "reasonCode": 95367, "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad", "type": "AgentMonitorStateChangeFailed", }, "orgId": "f2ed32bd-19aa-4da0-8bee-e413d1799f4c", "trackingId": "notifs_e221605d-7806-4530-9e02-999cd5aae06a", "type": "MonitoringRequest" } ``` ### Webex Metrics Module The Webex Metrics module is an internal module that is responsible for monitoring and measuring performance, usage, and behavioral data from widgets. #### Methods ##### trackBehavioralEvent ```typescript Desktop.webexMetricsInternal.trackBehavioralEvent("Call Consult Clicked", { Status: "Success", interactionId: "49bcf26b-ec75-4351-89fa-55d54682c20c", media_type: "telephony", Reason: "AgentConsultEnded" }); ``` **Parameters** | Name | Type | Description | Required | |---------|----------------|------------------------------------|----------| | name | string | Name of the event to be tracked | Yes | | options | EventPayload | Additional data included in the event payload | No | The `trackBehavioralEvent` function is used to log and track user interactions and behavioral events within widgits. It takes an event name and an optional options object as parameters. ## Finesse Gadget Migration ### Migrate Finesse Embedded Web Application Gadgets You can migrate a Finesse embedded web application gadget into a Webex Contact Center Desktop iFrame based widget. **Note:** Conversion of a Finesse gadget depends on the web application configuration-whether it could be loaded in an iFrame or not. #### Finesse—Embedded Web Application Sample Gadget The embedded web application sample gadget displays a web page in an iFrame within the gadget. It is intended to serve as an example of placing an external web application in the Finesse gadget. For more information on the embedded web application sample gadget, see https://github.com/CiscoDevNet/finesse-sample-code/tree/master/EmbeddedWebAppSampleGadget. #### Webex Contact Center Desktop—agentx-wc-iframe Desktop has the inbuilt functionality (Web Component) to load web applications in an iFrame. Using the component `agentx-wc-iframe` within the desktop layout, you can load web applications in the horizontal header, navigation bar, and auxiliary information pane. For more information on Webex Contact Center Desktop widgets, see https://github.com/CiscoDevNet/webex-contact-center-widget-starter/tree/master/Examples. The following are the Finesse embedded gadget files: - EmbeddedWebApp.css - EmbeddedWebApp.js - EmbeddedWebApp.xml The EmbeddedWebApp.xml is the main file that contains the URL of the web application. **Before you begin** Understand the `script type` details from the Finesse embedded gadget file EmbeddedWebApp.xml. ```javascript ``` Understand the JSON layout format. For more information on JSON layout, see the [Desktop Layout](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_011.html#topic_8230815F4023699032326F948C3F1495) section in the _Provisioning_ chapter of the _Cisco Webex Contact Center Setup and Administration Guide_. **Procedure** Step 1: Access the JSON layout file from the Webex Contact Center Management Portal. Step 2: In the `comp` property tag, enter the component value as `agentx-wc-iframe`. ```javascript { "comp": "agentx-wc-iframe" }, ``` Step 3: In the `src attributes` property tag, enter the URL of the web application. ```javascript { "comp": "agentx-wc-iframe", "attributes": { "src": "https://www.bing.com" }, ``` Step 4: In the `wrapper` property tag, enter the title and the maximize area name. ```javascript { "comp": "agentx-wc-iframe", "attributes": { "src": "https://www.bing.com" }, "wrapper": { "title": "AgentX iFrame", "maximizeAreaName": "app-maximize-area" }, ``` Step 5: Use the `style` property tag to resize the iFrame. **Note:** The iFrame within the Desktop supports native iFrame properties. ```javascript { "comp": "agentx-wc-iframe", "attributes": { "src": "https://www.bing.com" }, "wrapper": { "title": "AgentX iFrame", "maximizeAreaName": "app-maximize-area" }, "style": { "height": 504 px, "width": 520 px, "display": "inline-block", "align-items": "center" }, ``` Step 6: Use the `attributes` property tag to add iFrame attributes. ```javascript { "comp": "agentx-wc-iframe", "attributes": { "src": "https://www.bing.com" "sandbox": "allow-scripts allow popups" }, "wrapper": { "title": "AgentX iFrame", "maximizeAreaName": "app-maximize-area" }, "style": { "height": 504 px, "width": 520 px, "display": "inline-block", "align-items": "center" }, ``` ### Migrate JavaScript Based Finesse Gadgets There is no straightforward migration from a Shindig based gadget to a `wxcc-desktop` based widget. As the Shindig gadget and the `wxcc-desktop` widget leverage technologies, you can refactor the existing source code to develop `wxcc-desktop` based widgets. Finesse gadgets are based on the Apache Shindig gadget specification. For more information on Apache Shindig, see https://shindig.apache.org/. You can use any JavaScript library, framework, or our vanilla JavaScript to build a UI based gadget. The final content must be embedded within the gadget XML or HTML. #### Finesse Gadgets Static Resources—Finesse gadgets consist of building blocks such as XML, HTML, CSS, JavaScript, and images. The gadgets are deployed in the Finesse 3rdpartygadget web application. Elements—The following are the important elements of a gadget: - The `` tag indicates that the XML file contains a gadget which is a root level element. - The `` tag contains information about the gadget. The tag includes the title, description, author, other optional features, and configuration related to the gadget from the Finesse desktop container. - The `` header tag indicates that the gadget's content type is HTML. The tag includes all markup content (HTML) and static resources that are embedded within the content element. **Example: Sample Gadget** ```javascript button, p { display: inline-block; }

]]> ``` For more information on Cisco Finesse gadgets, see https://developer.cisco.com/docs/finesse/#!finesse-overview/cisco-finesse-gadgets-finesse-javascript-library-api. #### Webex Contact Center Desktop Widgets Desktop widget is based on the micro-frontend approach that leverages the browser's native Web Component module. Static Resources—Custom widgets must bundle all their static resources (CSS, JavaScript, markup, and images) in a single JavaScript file using a bundle library (for example, Webpack, Rollup, Parcel). The bundle must be hosted in a Content Delivery Network (CDN). Custom widgets can use any JavaScript framework to develop Web Components. Shared Data from Desktop (for example, ModulePrefs)—Custom widgets can have shared data or configuration from Desktop as a Web Component property or attributes. **Note:** Desktop shared data or configuration is different from Finesse gadget shared data or configuration. The developer must understand the relevant shared data or configuration that are available in`wxcc-desktop`. For more information, see Data Provider—Widget Properties and Attributes. The JavaScript bundle must have the root element as Web Component, and the element name must be mentioned within the desktop layout configuration. Custom widgets can be developed using any web-based library or framework, for example, React, Angular, or Web Component. Custom widgets can also load additional static resources such as CSS, JavaScript, Markup, and images internally using Ajax or markup tags (script, link, img, and so on). The following is an example of the sample Hello World widget without any bundling library (helloworld.js) and build using vanilla JavaScript. The widget name is ``. **Example: Sample Widget Without Any Bundling Library** ```javascript const template = document.createElement("template"); template.innerHTML = `

`; class XCounter extends HTMLElement { increment() { const value = this.valueElement.innerText; this.valueElement.innerText = parseInt(value) + 1; } decrement() { const value = valueElement.innerText; valueElement.innerText = parseInt(value) - 1; } constructor() { super(); this.attachShadow({ mode: "open" }); this.shadowRoot.appendChild(template.content.cloneNode(true)); this.valueElement = this.shadowRoot.querySelector("p"); this.incrementButton = this.shadowRoot.querySelectorAll("button")[1]; this.decrementButton = this.shadowRoot.querySelectorAll("button")[0]; this.incrementButton.addEventListener("click", (e) => this.increment); this.decrementButton.addEventListener("click", (e) => this.decrement); } } customElements.define("x-counter", XCounter); ```