When invoking the following Contact Control APIs, it is important to know that they are asynchronous and may return any of the notification payloads in this guide at any point.

anchorAsynchronous Contact Control APIs

• Login
• Logout
• State Change
• Reload
• Accept Task
• End Task
• Wrap Up Task
• Hold Task
• Resume Task
• Reject Task
• Pause Recording
• Resume Recording
• Transfer Task
• Buddy Agents List
• Consult Task
• Consult Conference Task
• Consult Transfer Task
• Consult Accept Task
• Consult End Task

anchorRegistering for Websocket Connection

To register a websocket connection in order to receive notifications during operations like Login, Logout, State Change and Reload use the following API:

Note: All events sent over the websocket connection are related to the specific agent/supervisor for which this connection is opened for.

• Subscribe to Web Socket Notifications for Contact Control

anchorPossible Notification Payloads Received

AgentStationLoginSuccess

{
  "data": {
    "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",
    "agentSessionId": "7f264650-31a6-4a7d-a33b-e6fb9993d6a7",
    "auxCodeId": "5c3335aa-88db-4947-aa7d-c38524c0b02c",
    "channelsMap": {
      "chat": [
        "37347dcf-33f9-4965-aa1e-2c7f16b617a1",
        "ef55f1d2-4189-423c-a83e-6db3016de387",
        "8018e7cd-6d62-42cf-a5c7-03829b959b7d"
      ],
      "email": [
        "3bbad342-dd54-4af6-b4b7-dca3c3330328",
        "c4dd5b2b-928a-4e46-91b9-7632aad7f930",
        "9609cf4d-3b64-4d20-80e6-68eb295443a1"
      ],
      "social": [],
      "telephony": ["a1ebee51-f2fa-44b9-a976-323f40e42306"]
    },
    "chatCount": 3,
    "dn": "2147661277",
    "emailCount": 3,
    "eventType": "AgentDesktopMessage",
    "interactionIds": [],
    "lastIdleCodeChangeTimestamp": 1662150590079,
    "lastStateChangeTimestamp": 1662150590079,
    "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
    "profileType": "BLENDED",
    "roles": ["agent"],
    "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
    "skillProfileId": "6695b971-877e-4b04-9925-d78f6adfa8da",
    "skillProfileName": "Aditya-Email-Skill-Profile",
    "skills": [
      {
        "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",
        "skillId": "78f5c17d-3642-49ef-9b18-685aa9db0c6c",
        "skillName": "Aditya-Email-Skill",
        "skillType": "proficiency",
        "skillValue": "2"
      }
    ],
    "status": "LoggedIn",
    "subStatus": "Idle",
    "teamId": "510d198d-7aa7-4b75-a5ff-e61759f4f313",
    "trackingId": "fe24a3e0-2afd-11ed-9721-4938f06d5a82",
    "type": "AgentStationLoginSuccess",
    "voiceCount": 1,
    "deviceType": "AGENT_DN",
    "deviceId": "2147661277"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_01b9c62e-b22e-4050-b496-8f5988734b6d",
  "type": "StationLogin"
}

AgentStationLoginFailed

{
  "data": {
    "agentId": "edc1fb3f-4780-4c0c-9b39-a9e2d87716a4",
    "orgId": "e2e28895-debe-6711-be9c-b80f9c633ab8",
    "reason": "User not found",
    "reasonCode": 404,
    "trackingId": "05d03db9-7468-41eb-af6d-a628ef95dedb",
    "type": "AgentStationLoginFailed"
  },
  "orgId": "e2e28895-debe-4822-be9c-b80f9c633ab8",
  "trackingId": "notifs_2053ec66-9d61-4187-8736-8b42e964cb90",
  "type": "StationLogin"
}

AgentLogoutSuccess

{
  "data": {
    "agentId": "a13a0c0f-39fa-4122-80d8-f2c2266e6391",
    "agentSessionId": "a1426bf6-fee5-454e-9a61-171bf1886f1a",
    "eventType": "AgentDesktopMessage",
    "loggedOutBy": "SELF",
    "orgId": "969e6ea2-84b4-4b2c-aeef-7b2b1c3d2507",
    "status": "LoggedOut",
    "subStatus": "Idle",
    "trackingId": "148d5d30-fc64-f1eb-aa93-dd6fc1f07bef",
    "type": "AgentLogoutSuccess",
    "roles": ["Supervisor", "Agent"]
  },
  "orgId": "969e6ea2-84b4-4b2c-afff-7b2b1c3d2507",
  "trackingId": "notifs_84d806da-ff95-4565-aa09-2ec462a0b5c2",
  "type": "Logout"
}

AgentLogoutFailed

{
  "data": {
    "agentId": "a13a0c0f-39fa-4122-80d8-f2c2266e6391",
    "orgId": "969e6ea2-84b4-4b2c-aeef-7b2b1c3d2507",
    "reason": "There is assigned contact",
    "reasonCode": 432,
    "trackingId": "148d5d30-fc64-f1eb-aa93-dd6fc1f07bef",
    "eventType": "AgentDesktopMessage",
    "type": "AgentLogoutFailed"
  },
  "orgId": "969e6ea2-84b4-4b2c-afff-7b2b1c3d2507",
  "trackingId": "notifs_84d806da-ff95-4565-aa09-2ec462a0b5c2",
  "type": "Logout"
}

AgentStateChangeSuccess

{
  "data": {
    "agentId": "cba5659a-283e-49a7-8ff0-9ec3174b944f",
    "agentSessionId": "0fb0927d-2f62-ff2c-9fd3-fda156bc5b58",
    "auxCodeId": "AXi0MJKEJ3z7afsepwGa",
    "connectedChannels": [],
    "eventType": "AgentDesktopMessage",
    "lastIdleCodeChangeTimestamp": 1628879398131,
    "lastStateChangeReason": "",
    "lastStateChangeTimestamp": 1628879398131,
    "orgId": "e8ea5d3c-75cf-4465-ff83-d8a7f130b545",
    "status": "LoggedIn",
    "subStatus": "Idle",
    "trackingId": "768b6c70-fc64-ffeb-982d-d9edfca5c129",
    "type": "AgentStateChangeSuccess"
  },
  "orgId": "e8ea5d3c-75cf-4465-9ff3-d8a7f130b545",
  "trackingId": "notifs_e221605d-7806-4ff0-9e02-999cd5aae06a",
  "type": "AgentStateChange"
}

AgentStateChangeFailed

{
  "data": {
    "agentId": "cba5659a-283e-49a7-8ff0-9ec3174b944f",
    "agentSessionId": "0fb0927d-2f62-ff2c-9fd3-fda156bc5b58",
    "auxCodeId": "AXi0MJKEJ3z7afsepwGa",
    "reason": "There are assigned contacts in progress",
    "reasonCode": 402,
    "trackingId": "768b6c70-fc64-ffeb-982d-d9edfca5c129",
    "eventType": "AgentDesktopMessage",
    "type": "AgentStateChangeFailed"
  },
  "orgId": "e8ea5d3c-75cf-4465-9ff3-d8a7f130b545",
  "trackingId": "notifs_e221605d-7806-4ff0-9e02-999cd5aae06a",
  "type": "AgentStateChange"
}

AgentReloginSuccess

{
  "data": {
    "agentId": "45f50ff2-d2fa-4aff-954c-29692863baff",
    "agentSessionId": "2913a3aa-ff3c-4add-bc30-ba855034329a",
    "auxCodeId": "7443",
    "channelsMap": {
      "chat": [],
      "email": [],
      "social": [],
      "telephony": ["8fb26b17-d3b9-421f-bff1-ae1f600dca24"]
    },
    "dn": "7996***2052",
    "eventType": "AgentDesktopMessage",
    "interactionIds": [],
    "isExtension": false,
    "lastIdleCodeChangeTimestamp": 1628861275387,
    "lastStateChangeReason": "",
    "lastStateChangeTimestamp": 1628861275387,
    "orgId": "5b02f5ac-b2a3-4ff9-8a66-ca1c2a83bd17",
    "profileType": "BLENDED",
    "siteId": "556",
    "status": "LoggedIn",
    "subStatus": "Idle",
    "teamId": "9236",
    "roles": ["Agent", "Supervisor"],
    "trackingId": "66703190-fc64-ffeb-bdc2-e9fea4bd21b6",
    "type": "AgentReloginSuccess",
    "deviceType": "AGENT_DN",
    "deviceId": "7996***2052"
  },
  "orgId": "5b02f5ac-b2a3-4219-ff66-ca1c2a83bd17",
  "trackingId": "notifs_50a34674-ff36-4db3-a3de-e97c78c1218b",
  "type": "AgentReloginSuccess"
}

AgentContact

{
  "data": {
    "agentId": "17eb03c9-2eae-ffe0-822b-cfd14b30239a",
    "consultMediaResourceId": null,
    "eventType": "RoutingMessage",
    "interaction": {
      "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
    },
    "interactionId": "761ddd42-5b40-4fd4-a888-ae7c82f9ae94",
    "isConsulted": false,
    "mediaResourceId": "761ddd42-5b40-4fd4-a888-ae7c82f9ae94",
    "orgId": "5b02f5ac-b2a3-4dd9-8a66-ca1c2a83bd17",
    "queueMgr": "aqm",
    "trackingId": "46187830-fdd4-11eb-af48-410293f4b9ad",
    "type": "AgentContact"
  },
  "orgId": "5b02f5ac-b2a3-4219-dd66-ca1c2a83bd17",
  "trackingId": "notifs_657fe2cb-ddcb-4e3a-a64d-5f3317d3025e",
  "type": "RoutingMessage"
}

AgentContactAssigned

{
  "data": {
    "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",
    "eventType": "RoutingMessage",
    "interaction": {
      "callAssociatedData": {
        "ani": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "ani",
          "global": false,
          "isSecure": false,
          "name": "ani",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "+12147751265"
        },
        "dn": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "dn",
          "global": false,
          "isSecure": false,
          "name": "dn",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "+12147751362"
        },
        "ronaTimeout": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "ronaTimeout",
          "global": false,
          "isSecure": false,
          "name": "ronaTimeout",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "18"
        },
        "virtualTeamName": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "virtualTeamName",
          "global": false,
          "isSecure": false,
          "name": "virtualTeamName",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "Angels 56 LAA queue"
        }
      },
      "callAssociatedDetails": {
        "ani": "+12147751265",
        "dn": "+12147751362",
        "ronaTimeout": "18",
        "virtualTeamName": "Angels 56 LAA queue"
      },
      "callFlowParams": {},
      "callProcessingDetails": {
        "EP_ID": "4c6c9177-ba8e-4f3a-b5e0-a072ee000418",
        "QMgrName": "aqm",
        "QueueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "ROUTING_TYPE": "queueBasedRouting",
        "ani": "+12147751265",
        "dnis": "+12147751362",
        "fceRegisteredEvents": "",
        "isParked": "false",
        "mohFileName": "defaultmusic_on_hold.wav",
        "participantInviteTimeout": "false",
        "priority": "10",
        "ronaTimeout": "18",
        "routingStrategyId": "10a8740f-ed8c-43a4-b8e2-04414391e61e",
        "taskToBeSelfServiced": "false",
        "tenantId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
        "virtualTeamName": "Angels 56 LAA queue",
        "vteamId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "workflowId": "62c6fc49c988a700fb2be07b",
        "workflowName": "CORE3641"
      },
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
      "interactionId": "88c8f520-fd53-43a2-94fc-7cebf502a361",
      "isFcManaged": true,
      "isTerminated": false,
      "media": {
        "88c8f520-fd53-43a2-94fc-7cebf502a361": {
          "holdTimestamp": null,
          "isHold": false,
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaResourceId": "88c8f520-fd53-43a2-94fc-7cebf502a361",
          "mediaType": "telephony",
          "participants": [
            "+12147751265",
            "001e9881-c04c-4a70-bace-1445f750b71c"
          ]
        }
      },
      "mediaChannel": "broadcloud",
      "mediaType": "telephony",
      "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
      "outboundType": null,
      "owner": "001e9881-c04c-4a70-bace-1445f750b71c",
      "participants": {
        "+12147751265": {
          "id": "+12147751265",
          "pType": "Customer",
          "type": "Customer"
        },
        "001e9881-c04c-4a70-bace-1445f750b71c": {
          "channelId": "aa98e535-cd3a-4fd6-a6e5-59daac2868fa",
          "consultState": null,
          "consultTimestamp": null,
          "dn": "2147661277",
          "hasJoined": true,
          "id": "001e9881-c04c-4a70-bace-1445f750b71c",
          "isConsulted": false,
          "isOffered": true,
          "isWrapUp": false,
          "joinTimestamp": 1662146923913,
          "lastUpdated": 1662146923913,
          "name": "Angels Agent3",
          "pType": "Agent",
          "queueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
          "queueMgrId": "aqm",
          "sessionId": "9d559a8d-a240-43f6-a078-fe92beec2110",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "510d198d-7aa7-4b75-a5ff-e61759f4f313",
          "teamName": "Angels 56 team",
          "type": "Agent",
          "wrapUpTimestamp": null
        }
      },
      "previousVTeams": ["4c6c9177-ba8e-4f3a-b5e0-a072ee000418"],
      "queuedTimestamp": null,
      "state": "connected",
      "workflowManager": null
    },
    "interactionId": "88c8f520-fd53-43a2-94fc-7cebf502a361",
    "mediaResourceId": "88c8f520-fd53-43a2-94fc-7cebf502a361",
    "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
    "queueMgr": "aqm",
    "trackingId": "a0ee5f5c-0960-475e-a4b1-0b3a9cb0c450",
    "type": "AgentContactAssigned"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_d00e654b-9d12-4690-bc7c-857c4f820d7e",
  "type": "RoutingMessage"
}

AgentContactAssignFailed

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "bb027c2a-98ae-48b0-abc8-062ab94badf3",
    "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
    "queueMgr": "aqm",
    "mediaResourceId": "bb027c2a-98ae-48b0-abc8-062ab94badf3",
    "agentId": "c9879d04-0629-4c53-9de0-abd032e1eb58",
    "interaction": {
      "interactionId": "bb027c2a-98ae-48b0-abc8-062ab94badf3",
      "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
      "state": "new",
      "owner": null,
      "mediaType": "telephony",
      "mediaChannel": "broadcloud",
      "media": {
        "bb027c2a-98ae-48b0-abc8-062ab94badf3": {
          "mediaResourceId": "bb027c2a-98ae-48b0-abc8-062ab94badf3",
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaType": "telephony",
          "participants": ["+12*****1208"],
          "isHold": false,
          "holdTimestamp": null
        }
      },
      "participants": {
        "+12*****1208": {
          "id": "+12*****1208",
          "pType": "Customer",
          "type": "Customer"
        }
      },
      "callProcessingDetails": {
        "QMgrName": "aqm",
        "workflowName": "SingleSelect",
        "virtualTeamName": "AksQueue2",
        "priority": "10",
        "EP_ID": "fde9b989-ed34-4473-9c39-14e0e1c80af7",
        "taskToBeSelfServiced": "false",
        "routingStrategyId": "95464fd6-74d6-4de5-89ba-b2b5b6849ecc",
        "ani": "+12*****1208",
        "ronaTimeout": "18",
        "participantInviteTimeout": "false",
        "dnis": "+15*****1013",
        "mohFileName": "defaultmusic_on_hold.wav",
        "tenantId": "250",
        "fceRegisteredEvents": "FCAsk(ContactLastAgentRemoved)",
        "QueueId": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
        "workflowId": "619dcb0a462330174065bc03",
        "vteamId": "e39c166d-0f73-4297-8872-4e3bccea5d3f"
      },
      "callFlowParams": {},
      "isTerminated": true,
      "contactDirection": {
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    "reason": "AGENT_ENDS",
    "reasonCode": 10,
    "trackingId": "99119c54-3aec-4b77-9d15-7a47edeca142",
    "type": "AgentContactAssignFailed"
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  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_d00e654b-9d12-4690-bc7c-857c4f820d7e",
  "type": "RoutingMessage"
}

ContactEnded

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        "ROUTING_TYPE": "queueBasedRouting",
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      "isTerminated": true,
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    "reason": "Agent Left",
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AgentWrapup

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AgentWrappedUp

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      "callFlowParams": {},
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        "mohFileName": "defaultmusic_on_hold.wav",
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    "type": "AgentWrappedUp",
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AgentContactHeld

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      "callFlowParams": {},
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      "contactDirection": {
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      "currentVTeam": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
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}

AgentContactHoldFailed

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      },
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      },
      "callProcessingDetails": {
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        "workflowName": "Auto_Basic_Inbound_Flow",
        "virtualTeamName": "Auto_Basic_Inbound_Queue",
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        "pauseResumeEnabled": "true",
        "EP_ID": "AXUHw7F00G6K4V3p-2b3",
        "taskToBeSelfServiced": "false",
        "routingStrategyId": "AXUIubd3L4YBh5I5VWgP",
        "ani": "+13*****1211",
        "ronaTimeout": "18",
        "SELF_SERVICE_TYPE": "VXML",
        "recordInProgress": "true",
        "participantInviteTimeout": "false",
        "pauseDuration": "10",
        "isParked": "false",
        "dnis": "+13*****8000",
        "mohFileName": "defaultmusic_on_hold.wav",
        "recordingStarted": "true",
        "tenantId": "243",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "fceRegisteredEvents": "",
        "QueueId": "AXUHxF241OI4n5klmkB_",
        "workflowId": "5fae0117d432a312ee83962a",
        "vteamId": "AXUHxF241OI4n5klmkB_"
      },
      "callFlowParams": {},
      "isTerminated": false,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "AXUHxF241OI4n5klmkB_",
      "previousVTeams": ["AXUHw7F00G6K4V3p-2b3"],
      "isFcManaged": true,
      "outboundType": null,
      "workflowManager": null,
      "queuedTimestamp": null
    },
    "reason": "Bad Request",
    "reasonCode": 11,
    "trackingId": "85c62c3a-8422-42e8-9d95-7f31336c8492",
    "type": "AgentContactHoldFailed"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_00f57826-a3f4-43b5-a607-581e75f291d5",
  "type": "RoutingMessage"
}

AgentContactUnheld

{
  "data": {
    "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",
    "destAgentId": null,
    "eventType": "RoutingMessage",
    "interaction": {
      "callAssociatedDetails": {
        "ani": "+12147751265",
        "dn": "+12147751362",
        "ronaTimeout": "18",
        "virtualTeamName": "Angels 56 LAA queue"
      },
      "callFlowParams": {},
      "callProcessingDetails": {
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "EP_ID": "4c6c9177-ba8e-4f3a-b5e0-a072ee000418",
        "QMgrName": "aqm",
        "QueueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "ROUTING_TYPE": "queueBasedRouting",
        "ani": "+12147751265",
        "dnis": "+12147751362",
        "fceRegisteredEvents": "",
        "isParked": "false",
        "mohFileName": "defaultmusic_on_hold.wav",
        "participantInviteTimeout": "false",
        "pauseDuration": "0",
        "pauseResumeEnabled": "false",
        "priority": "10",
        "recordInProgress": "true",
        "recordingStarted": "true",
        "ronaTimeout": "18",
        "routingStrategyId": "10a8740f-ed8c-43a4-b8e2-04414391e61e",
        "taskToBeSelfServiced": "false",
        "tenantId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
        "virtualTeamName": "Angels 56 LAA queue",
        "vteamId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "workflowId": "62c6fc49c988a700fb2be07b",
        "workflowName": "CORE3641"
      },
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
      "interactionId": "7908b8a2-6b20-4e85-b3e9-41e43e616630",
      "isFcManaged": true,
      "isTerminated": false,
      "media": {
        "7908b8a2-6b20-4e85-b3e9-41e43e616630": {
          "holdTimestamp": null,
          "isHold": false,
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaResourceId": "7908b8a2-6b20-4e85-b3e9-41e43e616630",
          "mediaType": "telephony",
          "participants": [
            "+12147751265",
            "001e9881-c04c-4a70-bace-1445f750b71c"
          ]
        }
      },
      "mediaChannel": "broadcloud",
      "mediaType": "telephony",
      "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
      "outboundType": null,
      "owner": "001e9881-c04c-4a70-bace-1445f750b71c",
      "participants": {
        "+12147751265": {
          "id": "+12147751265",
          "pType": "Customer",
          "type": "Customer"
        },
        "001e9881-c04c-4a70-bace-1445f750b71c": {
          "channelId": "aa98e535-cd3a-4fd6-a6e5-59daac2868fa",
          "consultState": null,
          "consultTimestamp": null,
          "dn": "2147661277",
          "hasJoined": true,
          "id": "001e9881-c04c-4a70-bace-1445f750b71c",
          "isConsulted": false,
          "isOffered": true,
          "isWrapUp": false,
          "joinTimestamp": 1662148284401,
          "lastUpdated": 1662148284401,
          "name": "Angels Agent3",
          "pType": "Agent",
          "queueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
          "queueMgrId": "aqm",
          "sessionId": "9d559a8d-a240-43f6-a078-fe92beec2110",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "510d198d-7aa7-4b75-a5ff-e61759f4f313",
          "teamName": "Angels 56 team",
          "type": "Agent",
          "wrapUpTimestamp": null
        }
      },
      "previousVTeams": ["4c6c9177-ba8e-4f3a-b5e0-a072ee000418"],
      "queuedTimestamp": null,
      "state": "connected",
      "workflowManager": null
    },
    "interactionId": "7908b8a2-6b20-4e85-b3e9-41e43e616630",
    "mediaResourceId": "7908b8a2-6b20-4e85-b3e9-41e43e616630",
    "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
    "queueMgr": "aqm",
    "trackingId": "61124827-5879-4554-8491-14e1ae398e1b",
    "type": "AgentContactUnheld"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_44926b10-6f92-4131-aeb4-8a4370c22605",
  "type": "RoutingMessage"
}

AgentContactUnHoldFailed

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "34b187d0-39ac-4dae-bccd-8084f9790faf",
    "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
    "queueMgr": "aqm",
    "mediaResourceId": "34b187d0-39ac-4dae-bccd-8084f9790faf",
    "agentId": "5e2fa231-ddd0-4025-ac5b-59e559ffcada",
    "interaction": {
      "interactionId": "34b187d0-39ac-4dae-bccd-8084f9790faf",
      "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
      "state": "connected",
      "owner": "5e2fa231-ddd0-4025-ac5b-59e559ffcada",
      "mediaType": "telephony",
      "mediaChannel": "broadcloud",
      "media": {
        "34b187d0-39ac-4dae-bccd-8084f9790faf": {
          "mediaResourceId": "34b187d0-39ac-4dae-bccd-8084f9790faf",
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaType": "telephony",
          "participants": [
            "+12*****1507",
            "5e2fa231-ddd0-4025-ac5b-59e559ffcada"
          ],
          "isHold": true,
          "holdTimestamp": 1637131137652
        }
      },
      "participants": {
        "+12*****1507": {
          "id": "+12*****1507",
          "pType": "Customer",
          "type": "Customer"
        },
        "5e2fa231-ddd0-4025-ac5b-59e559ffcada": {
          "id": "5e2fa231-ddd0-4025-ac5b-59e559ffcada",
          "sessionId": "5755b3ed-f40d-41a5-90c3-2b996f92e428",
          "pType": "Agent",
          "queueMgrId": "aqm",
          "name": "***********************",
          "dn": "214***1506",
          "queueId": "AXteeR1st1C3YH1Pc-GM",
          "siteId": "1395",
          "teamId": "3309",
          "teamName": "auto_LoopMultiplePlayMusicNodes_Team",
          "hasJoined": true,
          "isWrapUp": true,
          "isConsulted": false,
          "lastUpdated": 1637131173485,
          "channelId": "5c8f2788-ffb2-4592-8ed5-ba93e65a32f3",
          "joinTimestamp": 1637131118547,
          "wrapUpTimestamp": 1637131173485,
          "consultState": null,
          "consultTimestamp": null,
          "skills": [],
          "skillId": null,
          "skillName": null,
          "type": "Agent"
        }
      },
      "callProcessingDetails": {
        "QMgrName": "aqm",
        "workflowName": "Testloop",
        "virtualTeamName": "auto_LoopMultiplePlayMusicNodes_Q",
        "priority": "10",
        "pauseResumeEnabled": "true",
        "EP_ID": "AXted0s9t1C3YH1Pc-Cu",
        "taskToBeSelfServiced": "false",
        "routingStrategyId": "AXth_nlqU29DZViaxDq2",
        "ani": "+12*****1507",
        "ronaTimeout": "18",
        "SELF_SERVICE_TYPE": "VXML",
        "recordInProgress": "true",
        "participantInviteTimeout": "false",
        "pauseDuration": "10",
        "isParked": "false",
        "dnis": "+13*****8032",
        "mohFileName": "defaultmusic_on_hold.wav",
        "recordingStarted": "true",
        "tenantId": "243",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "fceRegisteredEvents": "",
        "QueueId": "AXteeR1st1C3YH1Pc-GM",
        "workflowId": "61276a311753cd6a0caa3f9b",
        "vteamId": "AXteeR1st1C3YH1Pc-GM"
      },
      "callFlowParams": {},
      "isTerminated": true,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "AXteeR1st1C3YH1Pc-GM",
      "previousVTeams": ["AXted0s9t1C3YH1Pc-Cu"],
      "isFcManaged": true,
      "outboundType": null,
      "workflowManager": null,
      "queuedTimestamp": null
    },
    "reason": "Not Found",
    "reasonCode": 404,
    "trackingId": "123e44b0-4771-11ec-9e29-ab37e5f67a8d",
    "type": "AgentContactUnHoldFailed"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_44926b10-6f92-4131-aeb4-8a4370c22605",
  "type": "RoutingMessage"
}

AgentOfferContactRona

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "a50b9e03-eacd-4bd5-bcef-c8a88408bd4e",
    "orgId": "63ca376b-c702-4f04-bd58-fbf504b9bbd7",
    "queueMgr": "aqm",
    "agentId": "b9b6628b-c3d3-4483-8644-b92fe1d7e7f1",
    "mediaResourceId": "79758d37-1785-4390-8deb-e0b67a577c75",
    "interaction": {
      "interactionId": "a50b9e03-eacd-4bd5-bcef-c8a88408bd4e",
      "orgId": "63ca376b-c702-4f04-bd58-fbf504b9bbd7",
      "state": "none",
      "owner": null,
      "mediaType": "none",
      "mediaChannel": "none",
      "media": {},
      "participants": {},
      "callProcessingDetails": {},
      "callFlowParams": {},
      "isTerminated": false,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "",
      "previousVTeams": [],
      "isFcManaged": false,
      "outboundType": null,
      "workflowManager": null,
      "queuedTimestamp": null
    },
    "trackingId": "029886e0-4840-11ec-a16d-f587a580e0e7",
    "reasonCode": 1005,
    "reason": "AQM rona timer expired",
    "type": "AgentOfferContactRona"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_44926b10-6f92-4131-aeb4-8a4370c22605",
  "type": "RoutingMessage"
}

ContactRecordingPaused

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "14007f43-23c4-4e09-b57f-8179429a353f",
    "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
    "queueMgr": "aqm",
    "interaction": {
      "interactionId": "14007f43-23c4-4e09-b57f-8179429a353f",
      "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
      "state": "connected",
      "owner": "773bc3d4-a0ec-42b6-89b9-6bd835386230",
      "mediaType": "telephony",
      "mediaChannel": "broadcloud",
      "media": {
        "14007f43-23c4-4e09-b57f-8179429a353f": {
          "mediaResourceId": "14007f43-23c4-4e09-b57f-8179429a353f",
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaType": "telephony",
          "participants": [
            "+13*****1211",
            "773bc3d4-a0ec-42b6-89b9-6bd835386230"
          ],
          "isHold": false,
          "holdTimestamp": null
        }
      },
      "participants": {
        "+13*****1211": {
          "id": "+13*****1211",
          "pType": "Customer",
          "type": "Customer"
        },
        "773bc3d4-a0ec-42b6-89b9-6bd835386230": {
          "id": "773bc3d4-a0ec-42b6-89b9-6bd835386230",
          "sessionId": "e89788e7-fe66-4e47-8c23-200580eb4477",
          "pType": "Agent",
          "queueMgrId": "aqm",
          "name": "*************",
          "dn": "314***1200",
          "queueId": "AXUHxF241OI4n5klmkB_",
          "siteId": "869",
          "teamId": "1944",
          "teamName": "AUTO_TEAM",
          "hasJoined": true,
          "isWrapUp": false,
          "isConsulted": false,
          "lastUpdated": 1637751430703,
          "channelId": "a9c758c7-bb49-4fb8-8359-8025702548dd",
          "joinTimestamp": 1637751430703,
          "wrapUpTimestamp": null,
          "consultState": null,
          "consultTimestamp": null,
          "skills": [],
          "skillId": null,
          "skillName": null,
          "type": "Agent"
        }
      },
      "callProcessingDetails": {
        "QMgrName": "aqm",
        "workflowName": "Auto_Basic_Inbound_Flow",
        "virtualTeamName": "Auto_Basic_Inbound_Queue",
        "priority": "10",
        "pauseResumeEnabled": "true",
        "EP_ID": "AXUHw7F00G6K4V3p-2b3",
        "taskToBeSelfServiced": "false",
        "routingStrategyId": "AXUIubd3L4YBh5I5VWgP",
        "ani": "+13*****1211",
        "ronaTimeout": "18",
        "SELF_SERVICE_TYPE": "VXML",
        "recordInProgress": "true",
        "participantInviteTimeout": "false",
        "pauseDuration": "10",
        "isParked": "false",
        "dnis": "+13*****8000",
        "mohFileName": "defaultmusic_on_hold.wav",
        "recordingStarted": "true",
        "tenantId": "243",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "fceRegisteredEvents": "",
        "QueueId": "AXUHxF241OI4n5klmkB_",
        "workflowId": "5fae0117d432a312ee83962a",
        "vteamId": "AXUHxF241OI4n5klmkB_",
        "isPaused": "true"
      },
      "callFlowParams": {},
      "isTerminated": false,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "AXUHxF241OI4n5klmkB_",
      "previousVTeams": ["AXUHw7F00G6K4V3p-2b3"],
      "isFcManaged": true,
      "outboundType": null,
      "workflowManager": null,
      "queuedTimestamp": null
    },
    "trackingId": "ae1f1cfa-f8b2-4d25-80dd-eb47e3788286",
    "type": "ContactRecordingPaused"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_44926b10-6f92-4131-aeb4-8a4370c22605",
  "type": "RoutingMessage"
}

ContactRecordingPauseFailed

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "0fa86bb8-4fc0-48c3-9184-527d9da496e5",
    "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
    "interaction": {
      "interactionId": "0fa86bb8-4fc0-48c3-9184-527d9da496e5",
      "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
      "state": "connected",
      "owner": "001e9881-c04c-4a70-bace-1445f750b71c",
      "mediaType": "telephony",
      "mediaChannel": "broadcloud",
      "media": {
        "0fa86bb8-4fc0-48c3-9184-527d9da496e5": {
          "mediaResourceId": "0fa86bb8-4fc0-48c3-9184-527d9da496e5",
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaType": "telephony",
          "participants": [
            "+12*****1268",
            "001e9881-c04c-4a70-bace-1445f750b71c"
          ],
          "isHold": false,
          "holdTimestamp": null
        }
      },
      "participants": {
        "+12*****1268": {
          "id": "+12*****1268",
          "pType": "Customer",
          "type": "Customer"
        },
        "001e9881-c04c-4a70-bace-1445f750b71c": {
          "id": "001e9881-c04c-4a70-bace-1445f750b71c",
          "sessionId": "c30ddfec-fc58-4131-99b1-a6b1268f88c8",
          "pType": "Agent",
          "queueMgrId": "aqm",
          "name": "*************",
          "dn": "214***1264",
          "queueId": "e763221f-6ee2-4972-a48e-a2c22e37029e",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "teamId": "502c2381-f5ba-4897-af9c-be23a02fea88",
          "teamName": "TeamForNoRecordingQueue",
          "hasJoined": true,
          "isWrapUp": false,
          "isConsulted": false,
          "lastUpdated": 1650614237063,
          "channelId": "b2cfe913-9511-4dc3-9ce5-71f002009714",
          "joinTimestamp": 1650614237063,
          "wrapUpTimestamp": null,
          "consultState": null,
          "consultTimestamp": null,
          "skills": [],
          "skillId": null,
          "skillName": null,
          "type": "Agent"
        }
      },
      "callProcessingDetails": {
        "QMgrName": "aqm",
        "workflowName": "RecordingDisabledFlow",
        "virtualTeamName": "NoRecordingEnabledQueue",
        "priority": "10",
        "EP_ID": "47e3ee52-b69e-401b-93f3-87c2a550cd04",
        "taskToBeSelfServiced": "false",
        "routingStrategyId": "59de6dde-6f6d-4c58-a4f6-45de487bab2c",
        "ani": "+12*****1268",
        "ronaTimeout": "18",
        "participantInviteTimeout": "false",
        "ROUTING_TYPE": "queueBasedRouting",
        "isParked": "false",
        "dnis": "+12*****1369",
        "mohFileName": "defaultmusic_on_hold.wav",
        "tenantId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
        "fceRegisteredEvents": "",
        "QueueId": "e763221f-6ee2-4972-a48e-a2c22e37029e",
        "workflowId": "626134af7082473bc040ee30",
        "vteamId": "e763221f-6ee2-4972-a48e-a2c22e37029e"
      },
      "callFlowParams": {},
      "isTerminated": false,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "e763221f-6ee2-4972-a48e-a2c22e37029e",
      "previousVTeams": ["47e3ee52-b69e-401b-93f3-87c2a550cd04"],
      "isFcManaged": true,
      "outboundType": null,
      "workflowManager": null,
      "queuedTimestamp": null
    },
    "queueMgr": "aqm",
    "reason": "WRONG_OPERATION",
    "reasonCode": 400,
    "trackingId": "e890a927-9e56-4044-ada3-7c3e80fa8589",
    "type": "ContactRecordingPauseFailed"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_44926b10-6f92-4131-aeb4-8a4370c22605",
  "type": "RoutingMessage"
}

ContactRecordingResumed

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "14007f43-23c4-4e09-b57f-8179429a353f",
    "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
    "queueMgr": "aqm",
    "interaction": {
      "interactionId": "14007f43-23c4-4e09-b57f-8179429a353f",
      "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
      "state": "connected",
      "owner": "773bc3d4-a0ec-42b6-89b9-6bd835386230",
      "mediaType": "telephony",
      "mediaChannel": "broadcloud",
      "media": {
        "14007f43-23c4-4e09-b57f-8179429a353f": {
          "mediaResourceId": "14007f43-23c4-4e09-b57f-8179429a353f",
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaType": "telephony",
          "participants": [
            "+13*****1211",
            "773bc3d4-a0ec-42b6-89b9-6bd835386230"
          ],
          "isHold": false,
          "holdTimestamp": null
        }
      },
      "participants": {
        "+13*****1211": {
          "id": "+13*****1211",
          "pType": "Customer",
          "type": "Customer"
        },
        "773bc3d4-a0ec-42b6-89b9-6bd835386230": {
          "id": "773bc3d4-a0ec-42b6-89b9-6bd835386230",
          "sessionId": "e89788e7-fe66-4e47-8c23-200580eb4477",
          "pType": "Agent",
          "queueMgrId": "aqm",
          "name": "*************",
          "dn": "314***1200",
          "queueId": "AXUHxF241OI4n5klmkB_",
          "siteId": "869",
          "teamId": "1944",
          "teamName": "AUTO_TEAM",
          "hasJoined": true,
          "isWrapUp": false,
          "isConsulted": false,
          "lastUpdated": 1637751430703,
          "channelId": "a9c758c7-bb49-4fb8-8359-8025702548dd",
          "joinTimestamp": 1637751430703,
          "wrapUpTimestamp": null,
          "consultState": null,
          "consultTimestamp": null,
          "skills": [],
          "skillId": null,
          "skillName": null,
          "type": "Agent"
        }
      },
      "callProcessingDetails": {
        "QMgrName": "aqm",
        "workflowName": "Auto_Basic_Inbound_Flow",
        "virtualTeamName": "Auto_Basic_Inbound_Queue",
        "priority": "10",
        "pauseResumeEnabled": "true",
        "EP_ID": "AXUHw7F00G6K4V3p-2b3",
        "taskToBeSelfServiced": "false",
        "routingStrategyId": "AXUIubd3L4YBh5I5VWgP",
        "ani": "+13*****1211",
        "ronaTimeout": "18",
        "SELF_SERVICE_TYPE": "VXML",
        "recordInProgress": "true",
        "participantInviteTimeout": "false",
        "pauseDuration": "10",
        "isParked": "false",
        "dnis": "+13*****8000",
        "mohFileName": "defaultmusic_on_hold.wav",
        "recordingStarted": "true",
        "tenantId": "243",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "fceRegisteredEvents": "",
        "QueueId": "AXUHxF241OI4n5klmkB_",
        "workflowId": "5fae0117d432a312ee83962a",
        "vteamId": "AXUHxF241OI4n5klmkB_",
        "isPaused": "false"
      },
      "callFlowParams": {},
      "isTerminated": false,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "AXUHxF241OI4n5klmkB_",
      "previousVTeams": ["AXUHw7F00G6K4V3p-2b3"],
      "isFcManaged": true,
      "outboundType": null,
      "workflowManager": null,
      "queuedTimestamp": null
    },
    "trackingId": "b6d740e7-f6ac-4516-9358-521acc04fb12",
    "autoResumed": true,
    "type": "ContactRecordingResumed"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_44926b10-6f92-4131-aeb4-8a4370c22605",
  "type": "RoutingMessage"
}

ContactRecordingResumeFailed

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "394c6fb7-498f-488e-b6a1-e0f2981e566e",
    "orgId": "5847b257-8cb2-4405-a135-d4b9b7d80dbe",
    "queueMgr": "aqm",
    "interaction": {
      "interactionId": "394c6fb7-498f-488e-b6a1-e0f2981e566e",
      "orgId": "5847b257-8cb2-4405-a135-d4b9b7d80dbe",
      "state": "wrapUp",
      "owner": "54f0d7e3-938e-4b59-8be8-b0e40fb43b36",
      "mediaType": "telephony",
      "mediaChannel": "test",
      "media": {
        "***": {
          "mediaResourceId": "123",
          "mType": "mainCall",
          "mediaMgr": "urFT",
          "mediaType": "telephony",
          "participants": [
            "aafcf6c1-ca0a-46b8-bd71-cd5e5500479b",
            "54f0d7e3-938e-4b59-8be8-b0e40fb43b36"
          ],
          "isHold": false,
          "holdTimestamp": null
        }
      },
      "participants": {
        "aafcf6c1-ca0a-46b8-bd71-cd5e5500479b": {
          "id": "aafcf6c1-ca0a-46b8-bd71-cd5e5500479b",
          "pType": "Customer",
          "type": "Customer"
        },
        "54f0d7e3-938e-4b59-8be8-b0e40fb43b36": {
          "id": "54f0d7e3-938e-4b59-8be8-b0e40fb43b36",
          "sessionId": "4f2bd835-b900-4991-b7cb-db3482de441a",
          "pType": "Agent",
          "queueMgrId": "aqm",
          "name": "optoutuser1 optoutuser1",
          "dn": "123",
          "queueId": "AXLx9hnqdntmNnt_-310",
          "siteId": "71",
          "teamId": "178",
          "teamName": "OptOutTeam2",
          "hasJoined": true,
          "isWrapUp": false,
          "isConsulted": false,
          "lastUpdated": 1651215620268,
          "channelId": "c973fa62-c1c0-415a-9b7e-9995bf12501a",
          "joinTimestamp": 1651215620268,
          "wrapUpTimestamp": null,
          "consultState": null,
          "consultTimestamp": null,
          "skills": [],
          "skillId": null,
          "skillName": null,
          "type": "Agent"
        }
      },
      "callProcessingDetails": {
        "QMgrName": "aqm",
        "virtualTeamName": "OptOutQueue2",
        "priority": "10",
        "pauseResumeEnabled": "true",
        "EP_ID": "AXZgttRX2eV-Wekp5TZ_",
        "taskToBeSelfServiced": "false",
        "customerName": "cisco123",
        "routingStrategyId": "AXZhuzGx9ic5vAs7uy6r",
        "ani": "aafcf6c1-ca0a-46b8-bd71-cd5e5500479b",
        "ronaTimeout": "18",
        "participantInviteTimeout": "false",
        "reasonCode": "Credit",
        "ROUTING_TYPE": "queueBasedRouting",
        "pauseDuration": "10",
        "isParked": "false",
        "dnis": "dn",
        "mohFileName": "defaultmusic_on_hold.wav",
        "tenantId": "14",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "QueueId": "AXLx9hnqdntmNnt_-310",
        "workflowId": "5fd77aa6e5d89c49ff144b01",
        "vteamId": "AXLx9hnqdntmNnt_-310"
      },
      "callAssociatedDetails": {
        "virtualTeamName": "OptOutQueue2",
        "customerName": "cisco123",
        "ani": "aafcf6c1-ca0a-46b8-bd71-cd5e5500479b",
        "ronaTimeout": "18",
        "dn": "dn",
        "reasonCode": "Credit"
      },
      "callFlowParams": {},
      "isTerminated": false,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "AXLx9hnqdntmNnt_-310",
      "previousVTeams": ["AXZgttRX2eV-Wekp5TZ_"],
      "isFcManaged": true,
      "outboundType": null,
      "workflowManager": null,
      "queuedTimestamp": null
    },
    "reason": "WRONG_OPERATION",
    "reasonCode": 400,
    "trackingId": "394c6fb7-498f-488e-b6a1-e0f2981e566e",
    "type": "ContactRecordingResumeFailed"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_44926b10-6f92-4131-aeb4-8a4370c22605",
  "type": "RoutingMessage"
}

AgentContactUnassigned

{
  "data": {
    "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",
    "eventType": "RoutingMessage",
    "interaction": {
      "callAssociatedDetails": {
        "ani": "+12147751265",
        "dn": "+12147751362",
        "ronaTimeout": "18",
        "virtualTeamName": "Angels 56 LAA queue"
      },
      "callFlowParams": {},
      "callProcessingDetails": {
        "BLIND_TRANSFER_IN_PROGRESS": "true",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "EP_ID": "4c6c9177-ba8e-4f3a-b5e0-a072ee000418",
        "QMgrName": "aqm",
        "QueueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "ani": "+12147751265",
        "dnis": "+12147751362",
        "fceRegisteredEvents": "",
        "isParked": "false",
        "mohFileName": "defaultmusic_on_hold.wav",
        "pauseDuration": "0",
        "pauseResumeEnabled": "true",
        "priority": "10",
        "recordInProgress": "true",
        "recordingStarted": "true",
        "ronaTimeout": "18",
        "routingStrategyId": "10a8740f-ed8c-43a4-b8e2-04414391e61e",
        "taskToBeSelfServiced": "false",
        "tenantId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
        "virtualTeamName": "Angels 56 LAA queue",
        "vteamId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "workflowId": "62c6fc49c988a700fb2be07b",
        "workflowName": "CORE3641"
      },
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
      "interactionId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
      "isFcManaged": true,
      "isTerminated": false,
      "media": {
        "0fa1d0dd-9ece-48a3-a7dd-80dd12730444": {
          "holdTimestamp": null,
          "isHold": false,
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaResourceId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
          "mediaType": "telephony",
          "participants": ["+12147751265"]
        }
      },
      "mediaChannel": "broadcloud",
      "mediaType": "telephony",
      "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
      "outboundType": null,
      "owner": "89b24583-9cf2-4d58-8eca-d3566a034360",
      "participants": {
        "+12147751265": {
          "id": "+12147751265",
          "pType": "Customer",
          "type": "Customer"
        },
        "001e9881-c04c-4a70-bace-1445f750b71c": {
          "channelId": "aa98e535-cd3a-4fd6-a6e5-59daac2868fa",
          "consultState": null,
          "consultTimestamp": null,
          "dn": "2147661277",
          "hasJoined": true,
          "id": "001e9881-c04c-4a70-bace-1445f750b71c",
          "isConsulted": false,
          "isOffered": true,
          "isWrapUp": false,
          "joinTimestamp": 1662149559054,
          "lastUpdated": 1662149559054,
          "name": "Angels Agent3",
          "pType": "Agent",
          "queueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
          "queueMgrId": "aqm",
          "sessionId": "9d559a8d-a240-43f6-a078-fe92beec2110",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "510d198d-7aa7-4b75-a5ff-e61759f4f313",
          "teamName": "Angels 56 team",
          "type": "Agent",
          "wrapUpTimestamp": null
        },
        "89b24583-9cf2-4d58-8eca-d3566a034360": {
          "channelId": "3be74de5-0260-4b12-a15b-3822b7744998",
          "consultState": null,
          "consultTimestamp": null,
          "dn": "2147661610",
          "hasJoined": false,
          "id": "89b24583-9cf2-4d58-8eca-d3566a034360",
          "isConsulted": false,
          "isOffered": false,
          "isWrapUp": false,
          "joinTimestamp": null,
          "lastUpdated": 1662149567139,
          "name": "Angels Supervisor1",
          "pType": "Agent",
          "queueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
          "queueMgrId": "aqm",
          "sessionId": "2ace876e-7a2e-4c5b-aa04-4c3255ef6c43",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "29898d58-41a4-42e2-9a59-dff1bc3c30a0",
          "teamName": "Angels34 team",
          "type": "Agent",
          "wrapUpTimestamp": null
        }
      },
      "previousVTeams": ["4c6c9177-ba8e-4f3a-b5e0-a072ee000418"],
      "queuedTimestamp": null,
      "state": "new",
      "workflowManager": null
    },
    "interactionId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
    "mediaResourceId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
    "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
    "queueMgr": "aqm",
    "trackingId": "ed55a956-1d97-43d8-a309-4686166e3af9",
    "type": "AgentContactUnassigned"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_ec620d09-4ff6-4904-b0c5-e97cd464b1f4",
  "type": "RoutingMessage"
}

AgentBlindTransferred

{
  "data": {
    "eventType": "RoutingMessage",

    "interactionId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
    "mediaResourceId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
    "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
    "queueMgr": "aqm",
    "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",

    "destAgentId": "54f0d7e3-938e-4b59-8be8-b0e40fb43b36",

    "destinationType": "Agent",

    "interaction": {
      "callAssociatedDetails": {
        "ani": "+12147751265",
        "dn": "+12147751362",
        "ronaTimeout": "18",
        "virtualTeamName": "Angels 56 LAA queue"
      },
      "callFlowParams": {},
      "callProcessingDetails": {
        "BLIND_TRANSFER_IN_PROGRESS": "true",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "EP_ID": "4c6c9177-ba8e-4f3a-b5e0-a072ee000418",
        "QMgrName": "aqm",
        "QueueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "ani": "+12147751265",
        "dnis": "+12147751362",
        "fceRegisteredEvents": "",
        "isParked": "false",
        "mohFileName": "defaultmusic_on_hold.wav",
        "pauseDuration": "0",
        "pauseResumeEnabled": "true",
        "priority": "10",
        "recordInProgress": "true",
        "recordingStarted": "true",
        "ronaTimeout": "18",
        "routingStrategyId": "10a8740f-ed8c-43a4-b8e2-04414391e61e",
        "taskToBeSelfServiced": "false",
        "tenantId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
        "virtualTeamName": "Angels 56 LAA queue",
        "vteamId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "workflowId": "62c6fc49c988a700fb2be07b",
        "workflowName": "CORE3641"
      },
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
      "interactionId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
      "isFcManaged": true,
      "isTerminated": false,
      "media": {
        "0fa1d0dd-9ece-48a3-a7dd-80dd12730444": {
          "holdTimestamp": null,
          "isHold": false,
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaResourceId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
          "mediaType": "telephony",
          "participants": ["+12147751265"]
        }
      },
      "mediaChannel": "broadcloud",
      "mediaType": "telephony",
      "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
      "outboundType": null,
      "owner": "89b24583-9cf2-4d58-8eca-d3566a034360",
      "participants": {
        "+12147751265": {
          "id": "+12147751265",
          "pType": "Customer",
          "type": "Customer"
        },
        "001e9881-c04c-4a70-bace-1445f750b71c": {
          "channelId": "aa98e535-cd3a-4fd6-a6e5-59daac2868fa",
          "consultState": null,
          "consultTimestamp": null,
          "dn": "2147661277",
          "hasJoined": true,
          "id": "001e9881-c04c-4a70-bace-1445f750b71c",
          "isConsulted": false,
          "isOffered": true,
          "isWrapUp": false,
          "joinTimestamp": 1662149559054,
          "lastUpdated": 1662149559054,
          "name": "Angels Agent3",
          "pType": "Agent",
          "queueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
          "queueMgrId": "aqm",
          "sessionId": "9d559a8d-a240-43f6-a078-fe92beec2110",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "510d198d-7aa7-4b75-a5ff-e61759f4f313",
          "teamName": "Angels 56 team",
          "type": "Agent",
          "wrapUpTimestamp": null
        },
        "89b24583-9cf2-4d58-8eca-d3566a034360": {
          "channelId": "3be74de5-0260-4b12-a15b-3822b7744998",
          "consultState": null,
          "consultTimestamp": null,
          "dn": "2147661610",
          "hasJoined": false,
          "id": "89b24583-9cf2-4d58-8eca-d3566a034360",
          "isConsulted": false,
          "isOffered": false,
          "isWrapUp": false,
          "joinTimestamp": null,
          "lastUpdated": 1662149567139,
          "name": "Angels Supervisor1",
          "pType": "Agent",
          "queueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
          "queueMgrId": "aqm",
          "sessionId": "2ace876e-7a2e-4c5b-aa04-4c3255ef6c43",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "29898d58-41a4-42e2-9a59-dff1bc3c30a0",
          "teamName": "Angels34 team",
          "type": "Agent",
          "wrapUpTimestamp": null
        }
      },
      "previousVTeams": ["4c6c9177-ba8e-4f3a-b5e0-a072ee000418"],
      "queuedTimestamp": null,
      "state": "new",
      "workflowManager": null
    },
    "trackingId": "ed55a956-1d97-43d8-a309-4686166e3af9",
    "type": "AgentBlindTransferred"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_ec620d09-4ff6-4904-b0c5-e97cd464b1f4",
  "type": "RoutingMessage"
}

AgentBlindTransferFailed

{
  "data": {
    "eventType": "RoutingMessage",

    "interactionId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
    "mediaResourceId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
    "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
    "queueMgr": "aqm",
    "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",

    "destAgentId": "54f0d7e3-938e-4b59-8be8-b0e40fb43b36",

    "destinationType": "Agent",

    "interaction": {
      "callAssociatedDetails": {
        "ani": "+12147751265",
        "dn": "+12147751362",
        "ronaTimeout": "18",
        "virtualTeamName": "Angels 56 LAA queue"
      },
      "callFlowParams": {},
      "callProcessingDetails": {
        "BLIND_TRANSFER_IN_PROGRESS": "true",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "EP_ID": "4c6c9177-ba8e-4f3a-b5e0-a072ee000418",
        "QMgrName": "aqm",
        "QueueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "ani": "+12147751265",
        "dnis": "+12147751362",
        "fceRegisteredEvents": "",
        "isParked": "false",
        "mohFileName": "defaultmusic_on_hold.wav",
        "pauseDuration": "0",
        "pauseResumeEnabled": "true",
        "priority": "10",
        "recordInProgress": "true",
        "recordingStarted": "true",
        "ronaTimeout": "18",
        "routingStrategyId": "10a8740f-ed8c-43a4-b8e2-04414391e61e",
        "taskToBeSelfServiced": "false",
        "tenantId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
        "virtualTeamName": "Angels 56 LAA queue",
        "vteamId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
        "workflowId": "62c6fc49c988a700fb2be07b",
        "workflowName": "CORE3641"
      },
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
      "interactionId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
      "isFcManaged": true,
      "isTerminated": false,
      "media": {
        "0fa1d0dd-9ece-48a3-a7dd-80dd12730444": {
          "holdTimestamp": null,
          "isHold": false,
          "mType": "mainCall",
          "mediaMgr": "vmm",
          "mediaResourceId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
          "mediaType": "telephony",
          "participants": ["+12147751265"]
        }
      },
      "mediaChannel": "broadcloud",
      "mediaType": "telephony",
      "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
      "outboundType": null,
      "owner": "89b24583-9cf2-4d58-8eca-d3566a034360",
      "participants": {
        "+12147751265": {
          "id": "+12147751265",
          "pType": "Customer",
          "type": "Customer"
        },
        "001e9881-c04c-4a70-bace-1445f750b71c": {
          "channelId": "aa98e535-cd3a-4fd6-a6e5-59daac2868fa",
          "consultState": null,
          "consultTimestamp": null,
          "dn": "2147661277",
          "hasJoined": true,
          "id": "001e9881-c04c-4a70-bace-1445f750b71c",
          "isConsulted": false,
          "isOffered": true,
          "isWrapUp": false,
          "joinTimestamp": 1662149559054,
          "lastUpdated": 1662149559054,
          "name": "Angels Agent3",
          "pType": "Agent",
          "queueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
          "queueMgrId": "aqm",
          "sessionId": "9d559a8d-a240-43f6-a078-fe92beec2110",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "510d198d-7aa7-4b75-a5ff-e61759f4f313",
          "teamName": "Angels 56 team",
          "type": "Agent",
          "wrapUpTimestamp": null
        },
        "89b24583-9cf2-4d58-8eca-d3566a034360": {
          "channelId": "3be74de5-0260-4b12-a15b-3822b7744998",
          "consultState": null,
          "consultTimestamp": null,
          "dn": "2147661610",
          "hasJoined": false,
          "id": "89b24583-9cf2-4d58-8eca-d3566a034360",
          "isConsulted": false,
          "isOffered": false,
          "isWrapUp": false,
          "joinTimestamp": null,
          "lastUpdated": 1662149567139,
          "name": "Angels Supervisor1",
          "pType": "Agent",
          "queueId": "6ecd7833-63b2-4ff4-9bb3-cbe39a1458e4",
          "queueMgrId": "aqm",
          "sessionId": "2ace876e-7a2e-4c5b-aa04-4c3255ef6c43",
          "siteId": "67c5b4c8-9c78-4400-8148-8254dc550c49",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "29898d58-41a4-42e2-9a59-dff1bc3c30a0",
          "teamName": "Angels34 team",
          "type": "Agent",
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        }
      },
      "previousVTeams": ["4c6c9177-ba8e-4f3a-b5e0-a072ee000418"],
      "queuedTimestamp": null,
      "state": "new",
      "workflowManager": null
    },

    "reason": 1010,

    "reasonCode": "Blind Transfer Failed",

    "trackingId": "ed55a956-1d97-43d8-a309-4686166e3af9",
    "type": "AgentBlindTransferFailed"
  },
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "trackingId": "notifs_ec620d09-4ff6-4904-b0c5-e97cd464b1f4",
  "type": "RoutingMessage"
}

AgentConsultTransferred

{
  "eventType": "RoutingMessage",
  "interactionId": "93b1212f-9a62-43a4-ac32-a91e544f02c5",
  "orgId": "d5e3a633-13a6-47b1-93cb-fa0dc2cf9717",
  "queueMgr": "aqm",
  "mediaResourceId": "93b1212f-9a62-43a4-ac32-a91e544f02c5",
  "consultMediaResourceId": "e4081e22-03e4-40c5-9c3e-66016b9659bd",
  "transferredMediaResourceId": "e4081e22-03e4-40c5-9c3e-66016b9659bd",
  "agentId": "95c05c44-8c16-425a-9abb-959329291f23",
  "destAgentId": "0cdbef6d-af48-49d2-9167-398917261ca2",
  "interaction": {
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    "orgId": "d5e3a633-13a6-47b1-93cb-fa0dc2cf9717",
    "state": "connected",
    "owner": "95c05c44-8c16-425a-9abb-959329291f23",
    "mediaType": "telephony",
    "mediaChannel": "telnyx",
    "media": {
      "93b1212f-9a62-43a4-ac32-a91e544f02c5": {
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        "mediaMgr": "callmm",
        "mediaType": "telephony",
        "participants": ["972***2010", "95c05c44-8c16-425a-9abb-959329291f23"],
        "isHold": false,
        "holdTimestamp": null
      },
      "e4081e22-03e4-40c5-9c3e-66016b9659bd": {
        "mediaResourceId": "e4081e22-03e4-40c5-9c3e-66016b9659bd",
        "mType": "consult",
        "mediaMgr": "callmm",
        "mediaType": "telephony",
        "participants": ["180****7000", "95c05c44-8c16-425a-9abb-959329291f23"],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "972***2010": {
        "id": "972***2010",
        "pType": "Customer",
        "type": "Customer"
      },
      "95c05c44-8c16-425a-9abb-959329291f23": {
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        "sessionId": "63d74227-5da2-4d34-a92a-f6b4de155720",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**********************************",
        "dn": "972**********lnyx",
        "queueId": "af435e09-83d3-415c-927c-3fb735161c86",
        "siteId": "ca1c927b-bfd7-4aa0-a7ed-610478eba576",
        "teamId": "5b317e5e-1279-4e5f-af70-1fed1620a6bb",
        "teamName": "rtms-new-sv-integ-e2e-team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1665556248623,
        "channelId": "dcaa9634-11b8-4053-affa-88a044b07b64",
        "joinTimestamp": 1665556248623,
        "wrapUpTimestamp": null,
        "consultState": "conferencing",
        "consultTimestamp": 1665556310950,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "isOffered": true,
        "type": "Agent"
      },
      "180****7000": {
        "id": "180****7000",
        "epId": "eb77955b-3df3-4b9a-a298-b6a78d7c8654",
        "epName": "rtms-new-sv-integ-e2e-non-ivr-ep",
        "pType": "EP-DN",
        "type": "EpDn"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "mac_sv_e2e_non_ivr_flow",
      "virtualTeamName": "rtms-new-sv-integ-e2e-non-ivr-queue",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "eb77955b-3df3-4b9a-a298-b6a78d7c8654",
      "taskToBeSelfServiced": "false",
      "consultDestinationAgentJoined": "true",
      "childInteractionId": "e4081e22-03e4-40c5-9c3e-66016b9659bd",
      "routingStrategyId": "c34079f8-a1e7-4843-b36e-3a4c98c1ff5f",
      "ani": "972***2010",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "ROUTING_TYPE": "queueBasedRouting",
      "pauseDuration": "10",
      "isParked": "false",
      "dnis": "180****7000",
      "mohFileName": "defaultmusic_on_hold.wav",
      "consultDestinationAgentName": "user2 rtms-sv-integ-e2e-test-user2",
      "recordingStarted": "true",
      "tenantId": "d5e3a633-13a6-47b1-93cb-fa0dc2cf9717",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "",
      "QueueId": "af435e09-83d3-415c-927c-3fb735161c86",
      "workflowId": "628344f5280ca80b370340cb",
      "vteamId": "af435e09-83d3-415c-927c-3fb735161c86",
      "relationshipType": "consult"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "af435e09-83d3-415c-927c-3fb735161c86",
    "previousVTeams": ["eb77955b-3df3-4b9a-a298-b6a78d7c8654"],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
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    "createdTimestamp": 1665556232455
  },
  "trackingId": "7e992bc6-527b-4667-81dc-38f3ccc45b28",
  "destinationType": "Agent",
  "type": "AgentConsultTransferred"
}

AgentConsultTransferFailed

{
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  "interactionId": "dc0704cc-4e17-4b1a-944e-9d5e86f87b84",
  "orgId": "f222e3af-1a53-42ef-9deb-7520034b8a10",
  "queueMgr": "aqm",
  "mediaResourceId": "dc0704cc-4e17-4b1a-944e-9d5e86f87b84",
  "consultMediaResourceId": "8e7ae556-3f22-4839-b949-4fcadff7c9d5",
  "agentId": "16839506-7c48-4a71-ba1b-d585e5d37607",
  "destAgentId": "9997770103",
  "interaction": {
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    "orgId": "f222e3af-1a53-42ef-9deb-7520034b8a10",
    "state": "consulting",
    "owner": "16839506-7c48-4a71-ba1b-d585e5d37607",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
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        "mediaResourceId": "dc0704cc-4e17-4b1a-944e-9d5e86f87b84",
        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
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          "16839506-7c48-4a71-ba1b-d585e5d37607"
        ],
        "isHold": true,
        "holdTimestamp": 1638193498821
      },
      "8e7ae556-3f22-4839-b949-4fcadff7c9d5": {
        "mediaResourceId": "8e7ae556-3f22-4839-b949-4fcadff7c9d5",
        "mType": "consult",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": ["999***0103", "16839506-7c48-4a71-ba1b-d585e5d37607"],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+19*****0102": {
        "id": "+19*****0102",
        "pType": "Customer",
        "type": "Customer"
      },
      "16839506-7c48-4a71-ba1b-d585e5d37607": {
        "id": "16839506-7c48-4a71-ba1b-d585e5d37607",
        "sessionId": "f0671e67-249e-4535-a8c9-75cd656864de",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "*****************",
        "dn": "999***0180",
        "queueId": "AXCZ0riRefBr7nI0lIHo",
        "siteId": "473",
        "teamId": "962",
        "teamName": "Team X",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1638193451832,
        "channelId": "f842a145-bf4c-4229-8f48-8b919bf3c22d",
        "joinTimestamp": 1638193451831,
        "wrapUpTimestamp": null,
        "consultState": "consulting",
        "consultTimestamp": 1638193499506,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      },
      "999***0103": {
        "id": "999***0103",
        "pType": "DN",
        "type": "DN"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "basic-call-flow",
      "virtualTeamName": "Queue - Telephony",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "AXUCQa9W1OI4n5klmFgk",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "AXUCRXviQA-8GMFVNc5I",
      "ani": "+19*****0102",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "10",
      "isParked": "false",
      "dnis": "+12*****9005",
      "mohFileName": "defaultmusic_on_hold.wav",
      "recordingStarted": "true",
      "tenantId": "133",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "",
      "QueueId": "AXCZ0riRefBr7nI0lIHo",
      "workflowId": "5fb7b590349a083b26f23322",
      "vteamId": "AXCZ0riRefBr7nI0lIHo"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "AXCZ0riRefBr7nI0lIHo",
    "previousVTeams": ["AXUCQa9W1OI4n5klmFgk"],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "reason": "Bad Request",
  "reasonCode": 15,
  "trackingId": "cbdd4a89-b4ee-429d-a86d-72855f6a03b9",
  "destinationType": "DN",
  "type": "AgentConsultTransferFailed"
}

AgentConsultFailed

{
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  "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "queueMgr": "aqm",
  "agentId": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
  "destAgentId": "7c4ac9cf-014d-4e09-9e1f-d26b13704fdc",
  "interaction": {
    "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
    "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
    "state": "connected",
    "owner": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319": {
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        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
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          "109332be-7fc4-4d4d-9488-ebdb8e13b9bb"
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        "isHold": true,
        "holdTimestamp": 1638168589182
      },
      "cb4c50c7-1c5c-4c01-b6ea-d6b7a78db1f0": {
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        "mType": "consult",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
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        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
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        "id": "+12*****1220",
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      },
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        "sessionId": "b0f8dd07-ff00-42a5-bbff-84897cf6f774",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**********",
        "dn": "214***1208",
        "queueId": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
        "siteId": "f911df59-9bf0-4ca3-9fc6-a56136315d73",
        "teamId": "98b66d8f-f43b-4564-a28e-e8aa6773c2c4",
        "teamName": "Mig_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1638168058069,
        "channelId": "f2b4e51c-7320-4a30-9861-be8cfe0f2ce7",
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        "type": "Agent"
      },
      "d54d03dc-fcf5-4344-953d-9c0751e3e331": {
        "id": "d54d03dc-fcf5-4344-953d-9c0751e3e331",
        "dn": "408***9003",
        "hasJoined": false,
        "joinTimestamp": null,
        "pType": "Supervisor",
        "monitoringState": {
          "type": "SilentMonitoring"
        },
        "type": "Supervisor"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "SingleSelect",
      "virtualTeamName": "AksQueue2",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "fde9b989-ed34-4473-9c39-14e0e1c80af7",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "95464fd6-74d6-4de5-89ba-b2b5b6849ecc",
      "monitorType": "continuous",
      "ani": "+12*****1220",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "20",
      "isParked": "false",
      "dnis": "+15*****1013",
      "mohFileName": "defaultmusic_on_hold.wav",
      "recordingStarted": "true",
      "tenantId": "250",
      "monitoringRequestId": "041f6fc3-7f06-4606-9808-a729d4593840",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "FCAsk(ContactLastAgentRemoved)",
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      "workflowId": "619dcb0a462330174065bc03",
      "vteamId": "e39c166d-0f73-4297-8872-4e3bccea5d3f"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
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    "currentVTeam": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
    "previousVTeams": ["fde9b989-ed34-4473-9c39-14e0e1c80af7"],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "reason": "RONA",
  "reasonCode": 25,
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7",
  "destinationType": "Agent",
  "type": "AgentConsultFailed"
}

AgentConsultEndFailed

{
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  "orgId": "f222e3af-1a53-42ef-9deb-7520034b8a10",
  "queueMgr": "aqm",
  "consultMediaResourceId": "8e7ae556-3f22-4839-b949-4fcadff7c9d5",
  "agentId": "16839506-7c48-4a71-ba1b-d585e5d37607",
  "destAgentId": "9997770103",
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    "state": "consulting",
    "owner": "16839506-7c48-4a71-ba1b-d585e5d37607",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
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        "mType": "mainCall",
        "mediaMgr": "vmm",
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        "participants": [
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          "16839506-7c48-4a71-ba1b-d585e5d37607"
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        "isHold": true,
        "holdTimestamp": 1638193498821
      },
      "8e7ae556-3f22-4839-b949-4fcadff7c9d5": {
        "mediaResourceId": "8e7ae556-3f22-4839-b949-4fcadff7c9d5",
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        "mediaType": "telephony",
        "participants": ["999***0103", "16839506-7c48-4a71-ba1b-d585e5d37607"],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+19*****0102": {
        "id": "+19*****0102",
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      "16839506-7c48-4a71-ba1b-d585e5d37607": {
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        "dn": "999***0180",
        "queueId": "AXCZ0riRefBr7nI0lIHo",
        "siteId": "473",
        "teamId": "962",
        "teamName": "Team X",
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        "isWrapUp": false,
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        "channelId": "f842a145-bf4c-4229-8f48-8b919bf3c22d",
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        "consultState": "consulting",
        "consultTimestamp": 1638193499506,
        "skills": [],
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        "skillName": null,
        "type": "Agent"
      },
      "999***0103": {
        "id": "999***0103",
        "pType": "DN",
        "type": "DN"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "basic-call-flow",
      "virtualTeamName": "Queue - Telephony",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "AXUCQa9W1OI4n5klmFgk",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "AXUCRXviQA-8GMFVNc5I",
      "ani": "+19*****0102",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "10",
      "isParked": "false",
      "dnis": "+12*****9005",
      "mohFileName": "defaultmusic_on_hold.wav",
      "recordingStarted": "true",
      "tenantId": "133",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "",
      "QueueId": "AXCZ0riRefBr7nI0lIHo",
      "workflowId": "5fb7b590349a083b26f23322",
      "vteamId": "AXCZ0riRefBr7nI0lIHo"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "AXCZ0riRefBr7nI0lIHo",
    "previousVTeams": ["AXUCQa9W1OI4n5klmFgk"],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "reason": "Bad Request",
  "reasonCode": 15,
  "trackingId": "cbdd4a89-b4ee-429d-a86d-72855f6a03b9",
  "type": "AgentConsultEndFailed"
}

AgentCtqCancelled

{
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  "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "queueMgr": "aqm",
  "agentId": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
  "queueId": "7c4ac9cf-014d-4e09-9e1f-d26b13704fdc",
  "interaction": {
    "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
    "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
    "state": "connected",
    "owner": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319": {
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        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "+12*****1220",
          "109332be-7fc4-4d4d-9488-ebdb8e13b9bb"
        ],
        "isHold": true,
        "holdTimestamp": 1638168589182
      },
      "cb4c50c7-1c5c-4c01-b6ea-d6b7a78db1f0": {
        "mediaResourceId": "cb4c50c7-1c5c-4c01-b6ea-d6b7a78db1f0",
        "mType": "consult",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "7c4ac9cf-014d-4e09-9e1f-d26b13704fdc",
          "109332be-7fc4-4d4d-9488-ebdb8e13b9bb"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+12*****1220": {
        "id": "+12*****1220",
        "pType": "Customer",
        "type": "Customer"
      },
      "109332be-7fc4-4d4d-9488-ebdb8e13b9bb": {
        "id": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
        "sessionId": "b0f8dd07-ff00-42a5-bbff-84897cf6f774",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**********",
        "dn": "214***1208",
        "queueId": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
        "siteId": "f911df59-9bf0-4ca3-9fc6-a56136315d73",
        "teamId": "98b66d8f-f43b-4564-a28e-e8aa6773c2c4",
        "teamName": "Mig_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1638168058069,
        "channelId": "f2b4e51c-7320-4a30-9861-be8cfe0f2ce7",
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        "wrapUpTimestamp": null,
        "consultState": null,
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        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      },
      "d54d03dc-fcf5-4344-953d-9c0751e3e331": {
        "id": "d54d03dc-fcf5-4344-953d-9c0751e3e331",
        "dn": "408***9003",
        "hasJoined": false,
        "joinTimestamp": null,
        "pType": "Supervisor",
        "monitoringState": {
          "type": "SilentMonitoring"
        },
        "type": "Supervisor"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "SingleSelect",
      "virtualTeamName": "AksQueue2",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "fde9b989-ed34-4473-9c39-14e0e1c80af7",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "95464fd6-74d6-4de5-89ba-b2b5b6849ecc",
      "monitorType": "continuous",
      "ani": "+12*****1220",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "20",
      "isParked": "false",
      "dnis": "+15*****1013",
      "mohFileName": "defaultmusic_on_hold.wav",
      "recordingStarted": "true",
      "tenantId": "250",
      "monitoringRequestId": "041f6fc3-7f06-4606-9808-a729d4593840",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "FCAsk(ContactLastAgentRemoved)",
      "QueueId": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
      "workflowId": "619dcb0a462330174065bc03",
      "vteamId": "e39c166d-0f73-4297-8872-4e3bccea5d3f"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
    "previousVTeams": ["fde9b989-ed34-4473-9c39-14e0e1c80af7"],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7",
  "type": "AgentCtqCancelled"
}

AgentCtqCancelFailed

{
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  "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "queueMgr": "aqm",
  "agentId": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
  "queueId": "7c4ac9cf-014d-4e09-9e1f-d26b13704fdc",
  "interaction": {
    "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
    "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
    "state": "connected",
    "owner": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319": {
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        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "+12*****1220",
          "109332be-7fc4-4d4d-9488-ebdb8e13b9bb"
        ],
        "isHold": true,
        "holdTimestamp": 1638168589182
      },
      "cb4c50c7-1c5c-4c01-b6ea-d6b7a78db1f0": {
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        "mType": "consult",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "7c4ac9cf-014d-4e09-9e1f-d26b13704fdc",
          "109332be-7fc4-4d4d-9488-ebdb8e13b9bb"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+12*****1220": {
        "id": "+12*****1220",
        "pType": "Customer",
        "type": "Customer"
      },
      "109332be-7fc4-4d4d-9488-ebdb8e13b9bb": {
        "id": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
        "sessionId": "b0f8dd07-ff00-42a5-bbff-84897cf6f774",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**********",
        "dn": "214***1208",
        "queueId": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
        "siteId": "f911df59-9bf0-4ca3-9fc6-a56136315d73",
        "teamId": "98b66d8f-f43b-4564-a28e-e8aa6773c2c4",
        "teamName": "Mig_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1638168058069,
        "channelId": "f2b4e51c-7320-4a30-9861-be8cfe0f2ce7",
        "joinTimestamp": 1638168058069,
        "wrapUpTimestamp": null,
        "consultState": null,
        "consultTimestamp": null,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      },
      "d54d03dc-fcf5-4344-953d-9c0751e3e331": {
        "id": "d54d03dc-fcf5-4344-953d-9c0751e3e331",
        "dn": "408***9003",
        "hasJoined": false,
        "joinTimestamp": null,
        "pType": "Supervisor",
        "monitoringState": {
          "type": "SilentMonitoring"
        },
        "type": "Supervisor"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "SingleSelect",
      "virtualTeamName": "AksQueue2",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "fde9b989-ed34-4473-9c39-14e0e1c80af7",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "95464fd6-74d6-4de5-89ba-b2b5b6849ecc",
      "monitorType": "continuous",
      "ani": "+12*****1220",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "20",
      "isParked": "false",
      "dnis": "+15*****1013",
      "mohFileName": "defaultmusic_on_hold.wav",
      "recordingStarted": "true",
      "tenantId": "250",
      "monitoringRequestId": "041f6fc3-7f06-4606-9808-a729d4593840",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "FCAsk(ContactLastAgentRemoved)",
      "QueueId": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
      "workflowId": "619dcb0a462330174065bc03",
      "vteamId": "e39c166d-0f73-4297-8872-4e3bccea5d3f"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "e39c166d-0f73-4297-8872-4e3bccea5d3f",
    "previousVTeams": ["fde9b989-ed34-4473-9c39-14e0e1c80af7"],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "reason": "RONA",
  "reasonCode": 25,
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7",
  "type": "AgentCtqCancelFailed"
}

AgentConsultCreated

{
  "eventType": "RoutingMessage",
  "interactionId": "6e54dd0f-9da5-4ac6-b56b-a2e3657bbb9f",
  "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
  "queueMgr": "aqm",
  "mediaResourceId": "6e54dd0f-9da5-4ac6-b56b-a2e3657bbb9f",
  "consultMediaResourceId": "da957aa2-dfb1-429e-aa5a-a216c874ca38",
  "agentId": "f8373b22-8c29-4e94-8ff6-aa52e50d1a18",
  "destAgentId": "0346a971-acf1-41b0-bb63-c1861e120d30",
  "interaction": {
    "interactionId": "6e54dd0f-9da5-4ac6-b56b-a2e3657bbb9f",
    "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
    "state": "consult",
    "owner": "f8373b22-8c29-4e94-8ff6-aa52e50d1a18",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "6e54dd0f-9da5-4ac6-b56b-a2e3657bbb9f": {
        "mediaResourceId": "6e54dd0f-9da5-4ac6-b56b-a2e3657bbb9f",
        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "+12*****1320",
          "f8373b22-8c29-4e94-8ff6-aa52e50d1a18"
        ],
        "isHold": true,
        "holdTimestamp": 1637762966712
      },
      "da957aa2-dfb1-429e-aa5a-a216c874ca38": {
        "mediaResourceId": "da957aa2-dfb1-429e-aa5a-a216c874ca38",
        "mType": "consult",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "0346a971-acf1-41b0-bb63-c1861e120d30",
          "f8373b22-8c29-4e94-8ff6-aa52e50d1a18"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+12*****1320": {
        "id": "+12*****1320",
        "pType": "Customer",
        "type": "Customer"
      },
      "f8373b22-8c29-4e94-8ff6-aa52e50d1a18": {
        "id": "f8373b22-8c29-4e94-8ff6-aa52e50d1a18",
        "sessionId": "66d5b647-1176-4e58-86af-9cce4f9e4cec",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**************",
        "dn": "214***1318",
        "queueId": "AXexLSNgPlLKTr9QwoXN",
        "siteId": "1055",
        "teamId": "2367",
        "teamName": "Consult_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1637762924101,
        "channelId": "33c9dd6a-4725-4f14-96e7-e9b61c86027d",
        "joinTimestamp": 1637762924101,
        "wrapUpTimestamp": null,
        "consultState": "consultInitiated",
        "consultTimestamp": 1637762966591,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      },
      "0346a971-acf1-41b0-bb63-c1861e120d30": {
        "id": "0346a971-acf1-41b0-bb63-c1861e120d30",
        "sessionId": "21a15440-38fe-40a4-b49f-d0b2a6bf2a45",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**************",
        "dn": "214***1319",
        "queueId": "AXexLSNgPlLKTr9QwoXN",
        "siteId": "1055",
        "teamId": "2367",
        "teamName": "Consult_Team",
        "hasJoined": false,
        "isWrapUp": false,
        "isConsulted": true,
        "lastUpdated": 1637762966537,
        "channelId": "c1d2f123-7bf2-4220-86d4-fafec96a2db0",
        "joinTimestamp": null,
        "wrapUpTimestamp": null,
        "consultState": null,
        "consultTimestamp": null,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "Auto_Consult_Flow",
      "virtualTeamName": "Auto_Consult_Queue",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "AXexLB2UPlLKTr9QwoVO",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "AXexPuuxPlLKTr9Qwo0T",
      "ani": "+12*****1320",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "10",
      "isParked": "false",
      "dnis": "+13*****8008",
      "mohFileName": "GAwelcome-1.wav",
      "recordingStarted": "true",
      "tenantId": "243",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "",
      "QueueId": "AXexLSNgPlLKTr9QwoXN",
      "workflowId": "604deec0515f1b253afe8f36",
      "vteamId": "AXexLSNgPlLKTr9QwoXN"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "AXexLSNgPlLKTr9QwoXN",
    "previousVTeams": ["AXexLB2UPlLKTr9QwoVO"],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "trackingId": "c5348bdc-76ff-44c8-9684-7b7a41612656",
  "destinationType": "Agent",
  "type": "AgentConsultCreated"
}

AgentConsulting

{
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  "interactionId": "d9af7d2f-cb72-4abc-974e-5484594a1c67",
  "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
  "queueMgr": "aqm",
  "consultMediaResourceId": "36a854fe-86c3-42f1-9f2c-1b46ea4409da",
  "agentId": "32247eed-2b46-4b9d-a99b-9b8ba35bdc66",
  "destAgentId": "a6aa9e25-eef4-4711-a62a-a9d846916995",
  "interaction": {
    "interactionId": "d9af7d2f-cb72-4abc-974e-5484594a1c67",
    "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
    "state": "consulting",
    "owner": "32247eed-2b46-4b9d-a99b-9b8ba35bdc66",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "d9af7d2f-cb72-4abc-974e-5484594a1c67": {
        "mediaResourceId": "d9af7d2f-cb72-4abc-974e-5484594a1c67",
        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": ["+1-3147668005", "+1-3147668005"],
        "isHold": true,
        "holdTimestamp": 1637763169149
      },
      "36a854fe-86c3-42f1-9f2c-1b46ea4409da": {
        "mediaResourceId": "36a854fe-86c3-42f1-9f2c-1b46ea4409da",
        "mType": "consult",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "a6aa9e25-eef4-4711-a62a-a9d846916995",
          "32247eed-2b46-4b9d-a99b-9b8ba35bdc66",
          "+1-3147668005",
          "+1-3147668005"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "32247eed-2b46-4b9d-a99b-9b8ba35bdc66": {
        "id": "32247eed-2b46-4b9d-a99b-9b8ba35bdc66",
        "sessionId": "083924a6-15ba-4baf-b822-6ae8ae6d0fc7",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "*************",
        "dn": "214***1303",
        "queueId": "AXdUnneW1OI4n5kleHwc",
        "siteId": "1033",
        "teamId": "2311",
        "teamName": "OutboundAgent_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1637763109534,
        "channelId": "7cfd762c-3867-415b-8b03-86626c28422e",
        "joinTimestamp": 1637763109534,
        "wrapUpTimestamp": null,
        "consultState": "consulting",
        "consultTimestamp": 1637763175582,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      },
      "+1-3147668005": {
        "id": "+1-3147668005",
        "pType": "Customer",
        "type": "Customer"
      },
      "a6aa9e25-eef4-4711-a62a-a9d846916995": {
        "id": "a6aa9e25-eef4-4711-a62a-a9d846916995",
        "sessionId": "99c03a1b-1e74-46c7-a1d4-605a8ce0c7af",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "*************",
        "dn": "214***1304",
        "queueId": "AXdUnneW1OI4n5kleHwc",
        "siteId": "1033",
        "teamId": "2311",
        "teamName": "OutboundAgent_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": true,
        "lastUpdated": 1637763175558,
        "channelId": "7eb687df-4a9e-409c-90f9-5eb75b8746a4",
        "joinTimestamp": 1637763175558,
        "wrapUpTimestamp": null,
        "consultState": "consulting",
        "consultTimestamp": 1637763175582,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "virtualTeamName": "OutboundAgent_Team_Q",
      "pauseResumeEnabled": "true",
      "EP_ID": "AXdUn0ZX0G6K4V3p07lk",
      "outdialParkEpId": "AXUHs6N3H5Tuplm_IxFA",
      "taskToBeSelfServiced": "false",
      "ani": "+1-******8005",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "10",
      "isParked": "false",
      "dnis": "214***1305",
      "mohFileName": "defaultmusic_on_hold.wav",
      "recordingStarted": "true",
      "outdialTransferToQueueEnabled": "true",
      "tenantId": "243",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "agent_ani": "+1-3147668005",
      "QueueId": "AXdUnneW1OI4n5kleHwc",
      "vteamId": "AXdUn0ZX0G6K4V3p07lk"
    },
    "callFlowParams": {
      "OutdialQueue": {
        "name": "OutdialQueue",
        "qualifier": "vteam",
        "description": "(vteam, The Outdial Queue.)",
        "valueDataType": "string",
        "value": "8787"
      }
    },
    "isTerminated": false,
    "contactDirection": {
      "type": "OUTBOUND"
    },
    "currentVTeam": "AXdUnneW1OI4n5kleHwc",
    "previousVTeams": [],
    "isFcManaged": false,
    "outboundType": "OUTDIAL",
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "trackingId": "e0c13af6-85a4-48ec-b657-b4bb1a348177",
  "destinationType": "Agent",
  "type": "AgentConsulting"
}

AgentConsultConferenced

{
  "eventType": "RoutingMessage",
  "interactionId": "bc1386ae-ad41-4900-89d1-553fd4010b62",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "queueMgr": "aqm",
  "mediaResourceId": "bc1386ae-ad41-4900-89d1-553fd4010b62",
  "consultMediaResourceId": "d0bcbd38-881f-4d3f-9c77-67f2f0c5d20c",
  "agentId": "d9090e8b-a35d-46bd-9171-2923acaeefda",
  "destAgentId": "2147651221",
  "interaction": {
    "interactionId": "bc1386ae-ad41-4900-89d1-553fd4010b62",
    "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
    "state": "conference",
    "owner": "d9090e8b-a35d-46bd-9171-2923acaeefda",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "bc1386ae-ad41-4900-89d1-553fd4010b62": {
        "mediaResourceId": "bc1386ae-ad41-4900-89d1-553fd4010b62",
        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "+12*****1222",
          "d9090e8b-a35d-46bd-9171-2923acaeefda",
          "214***1221"
        ],
        "isHold": true,
        "holdTimestamp": 1637752772586
      },
      "d0bcbd38-881f-4d3f-9c77-67f2f0c5d20c": {
        "mediaResourceId": "d0bcbd38-881f-4d3f-9c77-67f2f0c5d20c",
        "mType": "consult",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": ["214***1221", "d9090e8b-a35d-46bd-9171-2923acaeefda"],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+12*****1222": {
        "id": "+12*****1222",
        "pType": "Customer",
        "type": "Customer"
      },
      "d9090e8b-a35d-46bd-9171-2923acaeefda": {
        "id": "d9090e8b-a35d-46bd-9171-2923acaeefda",
        "sessionId": "3b875f62-bd56-4576-a932-5610e3dab61c",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "*************",
        "dn": "214***6019",
        "queueId": "316a8c0d-d7da-4997-8733-691622fffef9",
        "siteId": "883",
        "teamId": "4da85c57-4cd1-4cfd-a461-f5cb0317f212",
        "teamName": "Dakshu-Team1",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1637752721655,
        "channelId": "efde140a-ed68-450d-bc0b-1f3c7cf6bf55",
        "joinTimestamp": 1637752721655,
        "wrapUpTimestamp": null,
        "consultState": "conferencing",
        "consultTimestamp": 1637752782235,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      },
      "d54d03dc-fcf5-4344-953d-9c0751e3e331": {
        "id": "d54d03dc-fcf5-4344-953d-9c0751e3e331",
        "dn": "408***9003",
        "hasJoined": false,
        "joinTimestamp": null,
        "pType": "Supervisor",
        "monitoringState": {
          "type": "SilentMonitoring"
        },
        "type": "Supervisor"
      },
      "214***1221": {
        "id": "214***1221",
        "pType": "DN",
        "type": "DN"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "Scrrenpop_newtab",
      "virtualTeamName": "Dakshu-Q1",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "dfcae3a2-5410-4f53-90a8-01c2e20ffa63",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "a1c0b358-51e7-476b-a994-7874d6f2bd99",
      "monitorType": "continuous",
      "ani": "+12*****1222",
      "ronaTimeout": "18",
      "SELF_SERVICE_TYPE": "VXML",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "20",
      "isParked": "false",
      "dnis": "+15*****1000",
      "mohFileName": "defaultmusic_on_hold.wav",
      "recordingStarted": "true",
      "tenantId": "250",
      "monitoringRequestId": "041f6fc3-7f06-4606-9808-a729d4593840",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "",
      "QueueId": "316a8c0d-d7da-4997-8733-691622fffef9",
      "workflowId": "60a61b8cc6702a3ef3dfac44",
      "vteamId": "316a8c0d-d7da-4997-8733-691622fffef9"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "316a8c0d-d7da-4997-8733-691622fffef9",
    "previousVTeams": [
      "dfcae3a2-5410-4f53-90a8-01c2e20ffa63",
      "316a8c0d-d7da-4997-8733-691622fffef9",
      "316a8c0d-d7da-4997-8733-691622fffef9"
    ],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "trackingId": "5b6679ad-064b-49f0-a647-9fdd2b978735",
  "destinationType": "DN",
  "type": "AgentConsultConferenced"
}

BuddyAgents

{
  "eventType": "AgentDesktopMessage",
  "agentId": "59195cc8-6e7a-41bf-af7f-b60ca8395225",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7",
  "agentList": [
    {
      "agentId": "59195cc8-6e7a-41bf-af7f-b60ca8395225",
      "agentName": "digitalmm-e2e-user1 d",
      "siteId": "96c8ddab-29da-4ff2-a701-bc28c9f52f76",
      "teamId": "59ce6eba-d6b7-4bdc-b38d-8b17eafa4458",
      "dn": "55163",
      "state": "Available"
    }
  ],
  "agentSessionId": "5b6679ad-064b-49f0-a647-9fdd2b978735",
  "type": "BuddyAgents"
}

BuddyAgentsRetrieveFailed

{
  "eventType": "AgentDesktopMessage",
  "agentId": "59195cc8-6e7a-41bf-af7f-b60ca8395225",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7",
  "reason": "RONA",
  "reasonCode": 25,
  "type": "BuddyAgentsRetrieveFailed"
}

AgentConsultConferenceEnded

{
  "eventType": "RoutingMessage",
  "interactionId": "d9164514-aaab-4220-bbfd-457ff844e279",
  "orgId": "d5284d60-7175-4700-a692-9d861ad3d589",
  "queueMgr": "aqm",
  "consultMediaResourceId": "consult_CSRVZRQN2T4KZ2KB",
  "agentId": "29d67c88-751b-40fb-9672-34f73549c89e",
  "destAgentId": "e98147f3-9f1b-4baf-9062-96584ba31766",
  "interaction": {
    "interactionId": "d9164514-aaab-4220-bbfd-457ff844e279",
    "orgId": "d5284d60-7175-4700-a692-9d861ad3d589",
    "state": "conference",
    "owner": "29d67c88-751b-40fb-9672-34f73549c89e",
    "mediaType": "social",
    "mediaChannel": "facebook",
    "media": {
      "CSRVZRQN2T4KZ2KB": {
        "mediaResourceId": "CSRVZRQN2T4KZ2KB",
        "mType": "mainCall",
        "mediaMgr": "digitalmm",
        "mediaType": "social",
        "participants": [
          "9132102943496975",
          "29d67c88-751b-40fb-9672-34f73549c89e",
          "e98147f3-9f1b-4baf-9062-96584ba31766"
        ],
        "isHold": false,
        "holdTimestamp": null
      },
      "consult_CSRVZRQN2T4KZ2KB": {
        "mediaResourceId": "consult_CSRVZRQN2T4KZ2KB",
        "mType": "consult",
        "mediaMgr": "digitalmm",
        "mediaType": "social",
        "participants": [
          "e98147f3-9f1b-4baf-9062-96584ba31766",
          "29d67c88-751b-40fb-9672-34f73549c89e",
          "e98147f3-9f1b-4baf-9062-96584ba31766"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "9132102943496975": {
        "id": "9132102943496975",
        "pType": "Customer",
        "hasJoined": true,
        "isInPredial": false,
        "callerId": null,
        "type": "Customer"
      },
      "29d67c88-751b-40fb-9672-34f73549c89e": {
        "id": "29d67c88-751b-40fb-9672-34f73549c89e",
        "sessionId": "77c67978-eab4-4bd1-9d30-05994b4c2a14",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "*****************",
        "dn": "314***0252",
        "queueId": "9f72315e-0aa4-44d0-8af9-4a909a825af9",
        "siteId": "48bf3989-dc8a-4e11-a8b6-621fd65a0ddc",
        "teamId": "a535935e-d119-4a21-9c97-df3270c5b7a7",
        "teamName": "esd_hp_fb_team1",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1687870809759,
        "channelId": "454cdf56-afd1-4098-bd5e-6723a91a4af4",
        "joinTimestamp": 1687870809758,
        "wrapUpTimestamp": null,
        "consultState": "conferencing",
        "consultTimestamp": 1687870830370,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "isOffered": true,
        "autoAnswerEnabled": false,
        "isInPredial": false,
        "callerId": null,
        "bnrDetails": null,
        "type": "Agent"
      },
      "e98147f3-9f1b-4baf-9062-96584ba31766": {
        "id": "e98147f3-9f1b-4baf-9062-96584ba31766",
        "sessionId": "b3dcfd87-1925-4476-84bc-f285a8e626f4",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "*****************",
        "dn": "314***0254",
        "queueId": "9f72315e-0aa4-44d0-8af9-4a909a825af9",
        "siteId": "9d088616-e241-4ac1-891e-18eade3d2ceb",
        "teamId": "0459176a-2b20-4991-b574-8715ec0ba262",
        "teamName": "esd_hp_fb_team2",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": true,
        "lastUpdated": 1687870829316,
        "channelId": "4a156d5b-ef24-40c2-83f4-322af3c5453e",
        "joinTimestamp": 1687870829316,
        "wrapUpTimestamp": null,
        "consultState": "conferencing",
        "consultTimestamp": 1687870830370,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "isOffered": true,
        "autoAnswerEnabled": false,
        "isInPredial": false,
        "callerId": null,
        "bnrDetails": null,
        "type": "Agent"
      }
    },
    "callProcessingDetails": {
      "mediaResourceId": "CSRVZRQN2T4KZ2KB",
      "QMgrName": "aqm",
      "virtualTeamName": "esd_hp_fb_q1",
      "priority": "10",
      "EP_ID": "cda83c54-13b6-4825-9ac9-179ac73b6684",
      "taskToBeSelfServiced": "false",
      "customerName": "Imi*Prod",
      "ani": "913*********6975",
      "ronaTimeout": "32",
      "participantInviteTimeout": "false",
      "isParked": "false",
      "dnis": "esd*****b_ep",
      "sourcePage": "a_638132700309300000",
      "checkAgentAvailability": "false",
      "queuedTo": "Queue",
      "QueueId": "9f72315e-0aa4-44d0-8af9-4a909a825af9",
      "vteamId": "9f72315e-0aa4-44d0-8af9-4a909a825af9",
      "queuedDestinationID": "9f72315e-0aa4-44d0-8af9-4a909a825af9"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "9f72315e-0aa4-44d0-8af9-4a909a825af9",
    "previousVTeams": ["cda83c54-13b6-4825-9ac9-179ac73b6684"],
    "isFcManaged": false,
    "outboundType": null,
    "workflowManager": "IMI",
    "queuedTimestamp": null,
    "createdTimestamp": 1687870763450
  },
  "trackingId": "7d5259bb-c3f7-468d-8d72-a7dfa3458e72",
  "destinationType": "Agent",
  "force": false,
  "eventTime": 1687870870115,
  "type": "AgentConsultConferenceEnded"
}

AgentVteamTransferred

{
  "eventType": "RoutingMessage",
  "interactionId": "29729f46-6f11-40bb-8baa-023e3f9408ed",
  "orgId": "4df9bd96-7288-44a1-9f1c-40e2038d35b0",
  "agentId": "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3",
  "queueMgr": "aqm",
  "interaction": {
    "interactionId": "29729f46-6f11-40bb-8baa-023e3f9408ed",
    "orgId": "4df9bd96-7288-44a1-9f1c-40e2038d35b0",
    "state": "new",
    "owner": null,
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "29729f46-6f11-40bb-8baa-023e3f9408ed": {
        "mediaResourceId": "29729f46-6f11-40bb-8baa-023e3f9408ed",
        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "+49******5627",
          "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+49******5627": {
        "id": "+49******5627",
        "pType": "Customer",
        "hasJoined": true,
        "isInPredial": false,
        "callerId": null,
        "type": "Customer"
      },
      "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3": {
        "id": "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3",
        "sessionId": "71c0425d-a1ee-4cb8-8770-a3da782ca761",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "***********",
        "dn": "123001",
        "queueId": "ec058fde-aac1-4ab9-8c09-51c58c7507cc",
        "siteId": "AXf1n5yBSE3rWB4nG-ra",
        "teamId": "811901a6-d460-4a94-8d0c-0202af5586c6",
        "teamName": "RIA EMEA DE AS",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1687869652406,
        "channelId": "7561ec69-e7e0-4da4-8754-9c70e9607ca2",
        "joinTimestamp": 1687869652406,
        "wrapUpTimestamp": null,
        "consultState": null,
        "consultTimestamp": null,
        "skills": [
          {
            "skillId": "227b8892-36cf-4538-aa31-31aa1c3559bc",
            "skillName": "German",
            "skillType": "boolean",
            "skillValue": "1",
            "agentId": "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3"
          },
          {
            "skillId": "0f542881-4a50-4f01-9ef1-11ee5cd4a0d7",
            "skillName": "RIA_EMEA_DE_BM",
            "skillType": "proficiency",
            "skillValue": "1",
            "agentId": "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3"
          },
          {
            "skillId": "8a838f7d-95bf-4f5d-827b-e285498d0e6d",
            "skillName": "RIA_EMEA_AT_BM",
            "skillType": "proficiency",
            "skillValue": "3",
            "agentId": "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3"
          }
        ],
        "skillId": "6f4b8d8c-f9b2-4dcf-a8fd-01496c0dbbc8",
        "skillName": "RIA EMEA AS 002",
        "isOffered": true,
        "autoAnswerEnabled": false,
        "isInPredial": false,
        "callerId": null,
        "bnrDetails": null,
        "type": "Agent"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "skillRelaxations": "[]",
      "workflowName": "RIA_EMEA_DE_BM_AS",
      "virtualTeamName": "RIA EMEA AS",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "db30e786-b7cc-461e-9219-7e2a1c5c90f8",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "4d1f6de8-4dcd-4ddc-8a9d-ee7231e53368",
      "ani": "+49******5627",
      "ronaTimeout": "18",
      "skillList": "[{\"skillType\":\"boolean\",\"skillId\":\"227b8892-36cf-4538-aa31-31aa1c3559bc\",\"skillName\":\"German\",\"operand\":\"eq\",\"skillValue\":\"1\"},{\"skillType\":\"proficiency\",\"skillId\":\"0f542881-4a50-4f01-9ef1-11ee5cd4a0d7\",\"skillName\":\"RIA_EMEA_DE_BM\",\"operand\":\"lte\",\"skillValue\":\"10\"}]",
      "participantInviteTimeout": "false",
      "ROUTING_TYPE": "queueBasedRouting",
      "pauseDuration": "10",
      "isParked": "false",
      "dnis": "+49*******1950",
      "mohFileName": "Ria_Music_on_hold.wav",
      "checkAgentAvailability": "true",
      "queuedTo": "Queue",
      "doNotRouteToAgents": "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3",
      "tenantId": "475",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "",
      "QueueId": "ec058fde-aac1-4ab9-8c09-51c58c7507cc",
      "workflowId": "63bbe82823a14b7025d57d1f",
      "queuedDestinationID": "ec058fde-aac1-4ab9-8c09-51c58c7507cc"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "2bb476de-13f4-4292-abf1-96479e818645",
    "previousVTeams": [
      "5f6a9c77-56c4-4658-a8ab-9a960899d8c5",
      "ec058fde-aac1-4ab9-8c09-51c58c7507cc"
    ],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": 1687869699472,
    "createdTimestamp": 1687869596073
  },
  "trackingId": "fd10d955-cd2c-401b-a3bb-1de781852a8b",
  "eventTime": 1687869699460,
  "type": "AgentVteamTransferred"
}

AgentVteamTransferFailed

{
  "eventType": "RoutingMessage",
  "interactionId": "b6f4b924-f7eb-467a-99b4-b20ad8f4975d",
  "orgId": "4df9bd96-7288-44a1-9f1c-40e2038d35b0",
  "queueMgr": "aqm",
  "agentId": "b25cddcc-1841-44ca-b60c-ad3eb0eef87d",
  "vteamId": "0d42888a-143b-4097-a095-4e12ba3d58f7",
  "vteamType": "inboundentrypoint",
  "interaction": {
    "interactionId": "b6f4b924-f7eb-467a-99b4-b20ad8f4975d",
    "orgId": "4df9bd96-7288-44a1-9f1c-40e2038d35b0",
    "state": "connected",
    "owner": "b25cddcc-1841-44ca-b60c-ad3eb0eef87d",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "b6f4b924-f7eb-467a-99b4-b20ad8f4975d": {
        "mediaResourceId": "b6f4b924-f7eb-467a-99b4-b20ad8f4975d",
        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "+12*****3709",
          "13630799-f888-4911-8acd-63846f5f99b4",
          "8302a3d9-1318-4d6d-a9a3-62f809283bba",
          "b25cddcc-1841-44ca-b60c-ad3eb0eef87d"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+12*****3709": {
        "id": "+12*****3709",
        "pType": "Customer",
        "hasJoined": true,
        "isInPredial": false,
        "callerId": null,
        "type": "Customer"
      },
      "b25cddcc-1841-44ca-b60c-ad3eb0eef87d": {
        "id": "b25cddcc-1841-44ca-b60c-ad3eb0eef87d",
        "sessionId": "96e4f6da-a033-406f-b312-82c59d7d745e",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**********************",
        "dn": "101134",
        "queueId": "94e5529a-fae2-43d7-84b7-634a51e0cc8d",
        "siteId": "AXf1n5yBSE3rWB4nG-ra",
        "teamId": "c221a35e-9675-45b0-b508-e624041579e0",
        "teamName": "RIA US Domestics",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1687830879913,
        "channelId": "84b26aa2-9da9-45a4-a517-3d59b19d1d2e",
        "joinTimestamp": 1687830879913,
        "wrapUpTimestamp": null,
        "consultState": null,
        "consultTimestamp": null,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "isOffered": true,
        "autoAnswerEnabled": true,
        "isInPredial": false,
        "callerId": null,
        "bnrDetails": null,
        "type": "Agent"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "RIA_US_TeleRIA_Flow_V2",
      "virtualTeamName": "RIA US Domestics EN Queue",
      "priority": "2",
      "pauseResumeEnabled": "true",
      "EP_ID": "21497cdd-40ae-484b-b26d-8c760c7c4794",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "f9043b1b-a56d-46fd-bae4-4ec5d8dfad8b",
      "ani": "+12*****3709",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "ROUTING_TYPE": "queueBasedRouting",
      "pauseDuration": "10",
      "isParked": "false",
      "dnis": "+18*****2870",
      "mohFileName": "Ria_Music_on_hold.wav",
      "recordingStarted": "true",
      "checkAgentAvailability": "false",
      "queuedTo": "Queue",
      "doNotRouteToAgents": "13630799-f888-4911-8acd-63846f5f99b4,8302a3d9-1318-4d6d-a9a3-62f809283bba",
      "tenantId": "475",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "",
      "QueueId": "aba3abcd-f5c8-498c-babd-cbaefc863376",
      "workflowId": "61991ffef710155392e19862",
      "queuedDestinationID": "aba3abcd-f5c8-498c-babd-cbaefc863376"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "",
    "previousVTeams": [
      "21497cdd-40ae-484b-b26d-8c760c7c4794",
      "aba3abcd-f5c8-498c-babd-cbaefc863376",
      "b3bc7dfb-3eab-4631-8571-e26f7aa04058",
      "94e5529a-fae2-43d7-84b7-634a51e0cc8d"
    ],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null,
    "createdTimestamp": 1687830699785
  },
  "reason": "REMOVE_PARTICIPANT_FAILED",
  "reasonCode": 404,
  "trackingId": "6bc331d0-148e-11ee-a59f-75682fa22e5c",
  "eventTime": 1687831242160,
  "type": "AgentVteamTransferFailed"
}

AgentContactEndFailed

{
  "eventType": "RoutingMessage",
  "interactionId": "7aeefb07-0c79-46bf-9c1b-d558201855b0",
  "orgId": "b333ee78-8263-4370-a60a-967182fc91e4",
  "queueMgr": "aqm",
  "mediaResourceId": "CSR0X8VPA0O3PDXX",
  "agentId": "0bf99cb3-faa8-4f3f-abd4-a171776c424a",
  "interaction": {
    "interactionId": "7aeefb07-0c79-46bf-9c1b-d558201855b0",
    "orgId": "b333ee78-8263-4370-a60a-967182fc91e4",
    "state": "wrapUp",
    "owner": "0bf99cb3-faa8-4f3f-abd4-a171776c424a",
    "mediaType": "social",
    "mediaChannel": "facebook",
    "media": {
      "CSR0X8VPA0O3PDXX": {
        "mediaResourceId": "CSR0X8VPA0O3PDXX",
        "mType": "mainCall",
        "mediaMgr": "digitalmm",
        "mediaType": "social",
        "participants": [
          "5578284665608794",
          "0bf99cb3-faa8-4f3f-abd4-a171776c424a"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "5578284665608794": {
        "id": "5578284665608794",
        "pType": "Customer",
        "hasJoined": true,
        "isInPredial": false,
        "callerId": null,
        "type": "Customer"
      },
      "0bf99cb3-faa8-4f3f-abd4-a171776c424a": {
        "id": "0bf99cb3-faa8-4f3f-abd4-a171776c424a",
        "sessionId": "80991d3f-a059-4686-acdc-eee912e5ceb1",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "*********************",
        "dn": "123456",
        "queueId": "d821b430-42c5-4950-866c-27e566949755",
        "siteId": "3bde6d6b-d192-4299-a0ab-064e91441d19",
        "teamId": "c4eb7dd7-3506-4b1c-97df-097b0eff5021",
        "teamName": "IMI_Digital_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1687846361194,
        "channelId": "3a4911b2-6afa-4149-8805-935b6b05159b",
        "joinTimestamp": 1687846361194,
        "wrapUpTimestamp": null,
        "consultState": null,
        "consultTimestamp": null,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "isOffered": true,
        "autoAnswerEnabled": false,
        "isInPredial": false,
        "callerId": null,
        "bnrDetails": null,
        "type": "Agent"
      }
    },
    "callProcessingDetails": {
      "mediaResourceId": "CSR0X8VPA0O3PDXX",
      "QMgrName": "aqm",
      "virtualTeamName": "Social",
      "priority": "10",
      "EP_ID": "1ca6989e-8c22-4883-a65b-7b9a4393ff6b",
      "taskToBeSelfServiced": "false",
      "customerName": "Ric**********berg",
      "ani": "557*********8794",
      "ronaTimeout": "32",
      "participantInviteTimeout": "false",
      "ROUTING_TYPE": "queueBasedRouting",
      "isParked": "false",
      "dnis": "FbP**********sset",
      "sourcePage": "a_638092909547210000",
      "checkAgentAvailability": "false",
      "queuedTo": "Queue",
      "QueueId": "d821b430-42c5-4950-866c-27e566949755",
      "vteamId": "d821b430-42c5-4950-866c-27e566949755",
      "queuedDestinationID": "d821b430-42c5-4950-866c-27e566949755"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "d821b430-42c5-4950-866c-27e566949755",
    "previousVTeams": ["1ca6989e-8c22-4883-a65b-7b9a4393ff6b"],
    "isFcManaged": false,
    "outboundType": null,
    "workflowManager": "IMI",
    "queuedTimestamp": null,
    "createdTimestamp": 1687846354986
  },
  "reason": "INVALID_CHAT_STATUS",
  "reasonCode": 150,
  "trackingId": "0ccd89f2-639f-445c-a987-02dc1515aed6",
  "eventTime": 1687846566263,
  "type": "AgentContactEndFailed"
}

AgentCtqFailed

{
  "eventType": "RoutingMessage",
  "interactionId": "e3a50cbc-e494-4207-abe7-34ff92f0713b",
  "orgId": "4df9bd96-7288-44a1-9f1c-40e2038d35b0",
  "queueMgr": "aqm",
  "agentId": "7fd8d46c-8224-4704-89b2-7baa2824fcdf",
  "queueId": "c7d713bd-4dcc-4a28-b8c6-89b7dd0f8fb4",
  "interaction": {
    "interactionId": "00000000-0000-0000-0000-000000000000",
    "orgId": "00000000-0000-0000-0000-000000000000",
    "state": "none",
    "owner": null,
    "mediaType": "none",
    "mediaChannel": "none",
    "media": {},
    "participants": {},
    "callProcessingDetails": {},
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "",
    "previousVTeams": [],
    "isFcManaged": false,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null,
    "createdTimestamp": null
  },
  "reason": "MaxWaitTimeInQueueExceeded",
  "reasonCode": 500,
  "trackingId": "dc177520-12a6-11ee-8eb2-fd656a256ad2",
  "eventTime": 1687622436306,
  "type": "AgentCtqFailed"
}

AgentBlindTransferFailedEvent

{
  "eventType": "RoutingMessage",
  "interactionId": "cfaac3d5-8e1a-4fc4-80a0-3d604f273987",
  "orgId": "73081463-94b9-4ace-bc6f-d597d1354bf1",
  "agentId": "7faa3405-cf82-4397-b64d-5bfee23ffc55",
  "destAgentId": "1ac430d9-70bd-4e89-97f8-a799d1572a87",
  "agentSessionId": "208b965f-4a7a-4f54-84c6-18bc838ad37d",
  "trackingId": "96ce9730-14e2-11ee-b8fa-537f253a2f1a",
  "reason": "AgentChannelsNotFound: Given agent(1ac430d9-70bd-4e89-97f8-a799d1572a87) of org: 73081463-94b9-4ace-bc6f-d597d1354bf1 does not have enough channels of type telephony. Additional Info: Agent 1ac430d9-70bd-4e89-97f8-a799d1572a87 channel-count is 0 for channel telephony",
  "reasonCode": 500,
  "destinationType": "Agent",
  "eventTime": 1687867392081,
  "type": "AgentBlindTransferFailedEvent"
}

AgentOfferCampaignReservation

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "dummyInteractionId",
    "orgId": "dummyOrgId",
    "queueMgr": "aqm",
    "mediaResourceId": "dummyMediaResourceId",
    "campaignId": "campaign1",
    "agentId": "dummyAgentId",
    "ronaTimeout": 5,
    "agentChannelId": "ef3420dc-17aa-42b7-baf2-3da8d30fc5e0",
    "interaction": {
      "interactionId": "dummyInteractionId",
      "orgId": "dummyOrgId",
      "state": "state",
      "owner": null,
      "mediaType": "telephony",
      "mediaChannel": "test",
      "media": {
        "dummyMediaResourceId": {
          "mediaResourceId": "dummyMediaResourceId",
          "mType": "mainCall",
          "mediaMgr": "TestMediaManager",
          "mediaType": "telephony",
          "participants": ["dummyParticipantId"],
          "isHold": false,
          "holdTimestamp": 1689240589868
        }
      },
      "participants": {
        "dummyParticipantId": {
          "id": "dummyParticipantId",
          "sessionId": "dummySessionId",
          "pType": "Agent",
          "queueMgrId": "dummyQueueMgrId",
          "name": "*******",
          "dn": "-12****6321",
          "queueId": "-1244746321",
          "siteId": "-1244746321",
          "teamId": "-1244746321",
          "teamName": "Team Name 1",
          "hasJoined": true,
          "isWrapUp": false,
          "isConsulted": false,
          "lastUpdated": 1689240589868,
          "channelId": "00000000-0000-0000-0000-000000000000",
          "joinTimestamp": 1689240586654,
          "wrapUpTimestamp": 1689240586654,
          "skills": [],
          "skillId": null,
          "skillName": null,
          "isOffered": false,
          "autoAnswerEnabled": false,
          "isInPredial": false,
          "callerId": null,
          "bnrDetails": null,
          "type": "Agent"
        }
      },
      "callProcessingDetails": {
        "QMgrName": "aqm",
        "pauseResumeEnabled": "false",
        "taskToBeSelfServiced": "false",
        "ani": "string",
        "BLIND_TRANSFER_IN_PROGRESS": "false",
        "pauseDuration": "1",
        "dnis": "string",
        "doNotRouteToAgents": "string",
        "outdialTransferToQueueEnabled": "false",
        "tenantId": "string",
        "agent_ani": "string",
        "vteamType": "string",
        "QueueId": "string",
        "vteamId": "string"
      },
      "callFlowParams": {},
      "isTerminated": false,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "currentVTeam",
      "previousVTeams": [],
      "isFcManaged": false,
      "outboundType": "OUTDIAL_RESERVATION",
      "workflowManager": null,
      "queuedTimestamp": null,
      "createdTimestamp": null
    },
    "trackingId": "45dfa65d-0cd5-4cd1-9c69-f99e910d4833",
    "eventTime": 1689240589868,
    "type": "AgentOfferCampaignReservation"
  },
  "orgId": "dummyOrgId",
  "trackingId": "notifs_d00e654b-9d12-4690-bc7c-857c4f820d7e",
  "type": "RoutingMessage"
}

AgentAddCampaignReservation

{
  "data": {
    "eventType": "RoutingMessage",
    "interactionId": "dummyIntercationId",
    "orgId": "dummyOrg",
    "queueMgr": "aqm",
    "campaignId": "campaign1",
    "agentId": "dummyAgentId",
    "agentChannelId": "dummyChannel",
    "interaction": {
      "interactionId": "dummyIntercationId",
      "orgId": "dummyOrg",
      "state": "state",
      "owner": null,
      "mediaType": "telephony",
      "mediaChannel": "test",
      "media": {
        "dummyMediaResourceId": {
          "mediaResourceId": "dummyMediaResourceId",
          "mType": "dummyType",
          "mediaMgr": "TestMediaManager",
          "mediaType": "telephony",
          "participants": ["dummyParticipantId"],
          "isHold": false,
          "holdTimestamp": 1689239450419
        }
      },
      "participants": {
        "dummyParticipantId": {
          "id": "dummyParticipantId",
          "pType": "Agent",
          "hasJoined": true,
          "isInPredial": false,
          "callerId": null,
          "type": "Agent"
        }
      },
      "callProcessingDetails": {
        "QMgrName": "aqm",
        "pauseResumeEnabled": "false",
        "taskToBeSelfServiced": "false",
        "ani": "string",
        "BLIND_TRANSFER_IN_PROGRESS": "false",
        "pauseDuration": "1",
        "dnis": "string",
        "doNotRouteToAgents": "string",
        "outdialTransferToQueueEnabled": "false",
        "tenantId": "string",
        "agent_ani": "string",
        "vteamType": "string",
        "QueueId": "string",
        "vteamId": "string"
      },
      "callFlowParams": {},
      "isTerminated": false,
      "contactDirection": {
        "type": "INBOUND"
      },
      "currentVTeam": "currentVTeam",
      "previousVTeams": [],
      "isFcManaged": false,
      "outboundType": "OUTDIAL_RESERVATION",
      "workflowManager": null,
      "queuedTimestamp": null,
      "createdTimestamp": null
    },
    "trackingId": "17525bb5-4227-4d3f-9d36-d05ddbaf3e64",
    "mediaType": "telephony",
    "eventTime": 1689239450420,
    "type": "AgentAddCampaignReservation"
  },
  "orgId": "dummyOrgId",
  "trackingId": "notifs_d00e654b-9d12-4690-bc7c-857c4f820d7e",
  "type": "RoutingMessage"
}

AgentOutboundFailed

{
  "eventType": "RoutingMessage",
  "interactionId": "12A221B9-1856-4176-8A68-ECDF3B943B86",
  "orgId": "4786c118-cdfe-49dd-b382-386bd60f0e36",
  "agentId": "40f73a7a-ce4c-4eb2-abe5-96a89a35e986",
  "mediaType": "telephony",
  "queueId": "0c8cf77b-2b2e-477b-918f-1de218a5a370",
  "queueMgr": "qrm",
  "reason": "Agent Left",
  "reasonCode": 1029,
  "interaction": {
    "interactionId": "12A221B9-1856-4176-8A68-ECDF3B943B86",
    "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
    "state": "connected",
    "owner": "0346a971-acf1-41b0-bb63-c1861e120d30",
    "mediaType": "telephony",
    "mediaChannel": "broadcloud",
    "media": {
      "12A221B9-1856-4176-8A68-ECDF3B943B86": {
        "mediaResourceId": "12A221B9-1856-4176-8A68-ECDF3B943B86",
        "mType": "mainCall",
        "mediaMgr": "vmm",
        "mediaType": "telephony",
        "participants": [
          "+12*****1320",
          "a82e049d-3280-4d8c-aaea-5806a7237b55",
          "0346a971-acf1-41b0-bb63-c1861e120d30"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "+12*****1320": {
        "id": "+12*****1320",
        "pType": "Customer",
        "type": "Customer"
      },
      "f8373b22-8c29-4e94-8ff6-aa52e50d1a18": {
        "id": "f8373b22-8c29-4e94-8ff6-aa52e50d1a18",
        "sessionId": "39a71065-42e2-4641-8802-2a15439abefd",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**************",
        "dn": "214***1318",
        "queueId": "AXexLSNgPlLKTr9QwoXN",
        "siteId": "1055",
        "teamId": "2367",
        "teamName": "Consult_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1637752979600,
        "channelId": "80108ca1-2b8b-4133-b2c5-644769bb2b03",
        "joinTimestamp": 1637752979600,
        "wrapUpTimestamp": null,
        "consultState": "consulting",
        "consultTimestamp": 1637753049751,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      },
      "a82e049d-3280-4d8c-aaea-5806a7237b55": {
        "id": "a82e049d-3280-4d8c-aaea-5806a7237b55",
        "dn": "214***1524",
        "hasJoined": true,
        "joinTimestamp": 1637752990522,
        "pType": "Supervisor",
        "monitoringState": {
          "type": "SilentMonitoring"
        },
        "type": "Supervisor"
      },
      "0346a971-acf1-41b0-bb63-c1861e120d30": {
        "id": "0346a971-acf1-41b0-bb63-c1861e120d30",
        "sessionId": "d7da15ae-4bfa-450e-8919-f697e2e511f1",
        "pType": "Agent",
        "queueMgrId": "aqm",
        "name": "**************",
        "dn": "214***1319",
        "queueId": "AXexLSNgPlLKTr9QwoXN",
        "siteId": "1055",
        "teamId": "2367",
        "teamName": "Consult_Team",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": true,
        "lastUpdated": 1637753049729,
        "channelId": "01379485-e21f-4e4f-a2c6-a3d73d0e81fa",
        "joinTimestamp": 1637753049729,
        "wrapUpTimestamp": null,
        "consultState": null,
        "consultTimestamp": null,
        "skills": [],
        "skillId": null,
        "skillName": null,
        "type": "Agent"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "aqm",
      "workflowName": "Auto_Consult_Flow",
      "virtualTeamName": "Auto_Consult_Queue",
      "priority": "10",
      "pauseResumeEnabled": "true",
      "EP_ID": "AXexLB2UPlLKTr9QwoVO",
      "taskToBeSelfServiced": "false",
      "routingStrategyId": "AXexPuuxPlLKTr9Qwo0T",
      "monitorType": "continuous",
      "ani": "+12*****1320",
      "ronaTimeout": "18",
      "recordInProgress": "true",
      "participantInviteTimeout": "false",
      "pauseDuration": "10",
      "isParked": "false",
      "dnis": "+13*****8008",
      "mohFileName": "GAwelcome-1.wav",
      "recordingStarted": "true",
      "tenantId": "243",
      "monitoringRequestId": "a9c8f65a-8dfc-4d90-85e5-6bb18bbb03d2",
      "CONTINUE_RECORDING_ON_TRANSFER": "true",
      "fceRegisteredEvents": "",
      "QueueId": "AXexLSNgPlLKTr9QwoXN",
      "workflowId": "604deec0515f1b253afe8f36",
      "vteamId": "AXexLSNgPlLKTr9QwoXN"
    },
    "callFlowParams": {},
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "AXexLSNgPlLKTr9QwoXN",
    "previousVTeams": ["AXexLB2UPlLKTr9QwoVO"],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null
  },
  "trackingId": "051FCC6C-B1EA-41AC-8352-41C3FE8180EE"
}

AgentOfferContact

{
  "type": "RoutingMessage",
  "orgId": "427d8363-8d07-4312-96f3-9ccbe86da324",
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