anchorBefore You Begin

Install and initialize the SDK as described in Get Started with the Desktop SDK. Your widget must run inside Webex Contact Center Desktop.

anchorDesktop Actions

The Desktop.actions module retrieves data and performs actions for Desktop widgets.

addCustomTask()

Adds a new custom task within your widget. The task appears in the Desktop task list.

Note: To keep the list of tasks up to date within your widget, you must add event listeners and subscribe to asynchronous events. The events signify new tasks being assigned to an agent. For more information, see Asynchronous Events.

Example

const contactPayload = {
        mediaResourceId: "49bcf26b-ec75-4351-89fa-55d54682c20c",
        eventType: "RoutingMessage",
        agentId: "16839506-7c48-4a71-ba1b-d585e5d37607",
        trackingId: "354deeae-c98a-4a8c-9e04-e56e129fdb9f",
        interaction: {
            isFcManaged: false,
            isTerminated: false,
            mediaType: "telephony",
            previousVTeams: ["AXCZ0YCAXrf9I0XFBI7b"],
            state: "connected",
            currentVTeam: "3268",
            participants: {
                "+19997770096": {
                    id: "+19997770096",
                    pType: "Customer",
                    type: "Customer"
                },
                "aad323de-32d8-48c9-af6b-b68dfbabfe20": {
                    name: "uuip-agent2",
                    pType: "Agent",
                    teamName: "Team X",
                    lastUpdated: 1597681728863,
                    teamId: "962",
                    joinTimestamp: 1597681728863,
                    isConsulted: false,
                    hasJoined: true,
                    consultTimestamp: null,
                    dn: "9997770194",
                    queueId: "3268",
                    id: "16839506-7c48-4a71-ba1b-d585e5d37607",
                    sessionId: "319d8e83-2a75-4ef3-9cb8-1c845edb15a0",
                    consultState: null,
                    queueMgrId: "aqm",
                    siteId: "473",
                    type: "Agent",
                    channelId: "ab8b3603-84a7-4f61-b987-9044b4d69cf2",
                    wrapUpTimestamp: null,
                    isWrapUp: false
                }
            },
            interactionId: "49bcf26b-ec75-4351-89fa-55d54682c20c",
            orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
            callAssociatedData: {
                customerName: {
                    value: "test",
                    name: "r",
                    agentEditable: false,
                    type: "s",
                    displayName: "d"
                }
            },
            callAssociatedDetails: {
                virtualTeamName: "Queue - Telephony",
                ani: "+19997770096",
                ronaTimeout: "30",
                dn: "+12147659000",
                pathId: " StartCall PlayDone out out out",
                IvrPath: " EOI",
                subject: "",
                toAddress: "",
                inReplyTo: "",
                customerName: "",
                ccAddress: "",
                entryPointId: "",
                accountId: "",
                reasonCode: "",
                reason: "",
                references: "",
                contentType: "",
                date: "",
                replyToAddress: "",
                fromAddress: "",
                messageId: "",
                from: "",
                threadId: "",
                bccAddress: "",
                queueType: "",
                dnis: "",
                category: "",
                sourceNumber: "",
                sourcePage: "",
                appUser: "",
                customerNumber: ""
            },
            callProcessingDetails: {
                QMgrName: "aqm",
                pauseResumeEnabled: "true",
                taskToBeSelfServiced: "false",
                ani: "+19997770096",
                recordInProgress: "true",
                pauseDuration: "10",
                dnis: "+12147659000",
                tenantId: "133",
                QueueId: "3268",
                vteamId: "3268",
                jscriptId: "AXCZ4c3mjkwgAuS7vSIU",
                customerName: "",
                virtualTeamName: "Queue - Telephony",
                ronaTimeout: "30",
                category: "",
                reason: "",
                sourceNumber: "",
                sourcePage: "",
                appUser: "",
                customerNumber: "",
                reasonCode: "",
                IvrPath: " EOI",
                pathId: " StartCall PlayDone out out out",
                fromAddress: ""
            },
            media: {
                "49bcf26b-ec75-4351-89fa-55d54682c20c": {
                    mediaResourceId: "49bcf26b-ec75-4351-89fa-55d54682c20c",
                    mediaType: "telephony",
                    mediaMgr: "vmm",
                    participants: ["+19997770096", "16839506-7c48-4a71-ba1b-d585e5d37607"],
                    mType: "mainCall",
                    isHold: false,
                    holdTimestamp: null
                }
            },
            owner: "16839506-7c48-4a71-ba1b-d585e5d37607",
            mediaChannel: "broadcloud",
            contactDirection: {
                type: "INBOUND"
            },
            callFlowParams: {
                Play2: {
                    name: "Play2",
                    qualifier: "",
                    description: "(A valid text.)",
                    valueDataType: "string",
                    value: "Welcome to Agent Team Space"
                },
                Queue3: {
                    name: "Queue3",
                    qualifier: "vteam",
                    description: "(vteam, A valid VTeam.)",
                    valueDataType: "string",
                    value: "3268"
                }
            }
        },
        interactionId: "49bcf26b-ec75-4351-89fa-55d54682c20c",
        orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
        queueMgr: "aqm",
        type: "AgentContactAssigned",
        destAgentId: "16839506-7c48-4a71-ba1b-d585e5d37607",
        consultMediaResourceId: "",
        owner: "",
        isConferencing: false
};
Desktop.actions.addCustomTask(contactPayload);
// => Add custom task object in Desktop store

getTaskMap()

Retrieves the full list of tasks that are assigned to an agent at a given time.

Example

const currentTaskMap = await Desktop.actions.getTaskMap();
// => Get current task map from Desktop store

Returns {Map} A list of results.

Example Response

Desktop Store TaskMap:
    Map(1) {
        "851a8e81-6150-11eb-9a47-f1ca3756d4bd" => {
            …}, "eed4b53a-614f-11eb-9a47-8be6439707ee" => {
            …}
    }
    [
        [Entries]
    ] {
        "851a8e81-6150-11eb-9a47-f1ca3756d4bd" => Object
    }
key: "851a8e81-6150-11eb-9a47-f1ca3756d4bd"
value:
    agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701"
eventType: "RoutingMessage"
interaction: {
    callAssociatedData: {
        …},
    callAssociatedDetails: {
        …},
    callFlowParams: {
        …},
    callProcessingDetails: {
        …},
    contactDirection: {
        …},
    …
}
interactionId: "851a8e81-6150-11eb-9a47-f1ca3756d4bd"
mediaResourceId: "4D44FF32-A585-4DD8-8422-4920FC97066A@cisco.com"
orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25"
queueMgr: "aqm"
trackingId: "69773a10-6163-11eb-9fb9-8dadf7aee433"
type: "AgentContactAssigned"

acceptWebRtcCall()

Accepts an incoming WebRTC call. This method allows agents to answer WebRTC-based voice calls routed through the contact center.

Example

await Desktop.actions.acceptWebRtcCall();
// => Accept the incoming WebRTC call

Returns The response will be similar to the "AgentContactAssigned" event.

declineWebRtcCall()

Declines an incoming WebRTC call. This method allows agents to reject WebRTC-based voice calls that are being offered.

Example

await Desktop.actions.declineWebRtcCall();
// => Decline the incoming WebRTC call

Example Response

{
    "data": {
        "agentId": "4f91ee74-9747-4c97-ae25-c2a753f2edb1",
        "agentSessionId": "89ad50c4-99f5-4c83-afb4-4f238d93b664",
        "eventTime": 1758824113184,
        "eventType": "RoutingMessage",
        "interaction": {
            "callAssociatedData": {
                "CallDate": {
                    "agentEditable": true,
                    "agentViewable": true,
                    "displayName": "CallDate",
                    "global": false,
                    "isSecure": false,
                    "name": "CallDate",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "DATETIME",
                    "value": "2025-09-25T18:15:02.534Z[UTC]"
                },
                "Customer_Name": {
                    "agentEditable": true,
                    "agentViewable": true,
                    "displayName": "Customer_Name",
                    "global": false,
                    "isSecure": false,
                    "name": "Customer_Name",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "ModiJi"
                },
                "Global_FeedbackSurveyOptIn": {
                    "agentEditable": true,
                    "agentViewable": true,
                    "displayName": "Post Call Survey Opt-in",
                    "global": true,
                    "isSecure": false,
                    "name": "Global_FeedbackSurveyOptIn",
                    "reportable": true,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "uninitialized"
                },
                "dn": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "dn",
                    "global": false,
                    "isSecure": false,
                    "name": "dn",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "+15109024297"
                },
                "virtualTeamName": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "virtualTeamName",
                    "global": false,
                    "isSecure": false,
                    "name": "virtualTeamName",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "Queue_MCM"
                }
            },
            "callAssociatedDetails": {
                "ani": "9487554325",
                "dn": "+15109024297",
                "ronaTimeout": "25",
                "virtualTeamName": "Queue_MCM"
            },
            "callFlowParams": {},
            "callProcessingDetails": {
                "EP_ID": "6941634b-c781-4d0a-8d70-bd2a2174dcd7",
                "QMgrName": "aqm",
                "QueueId": "0025a125-4d2c-4e1a-833d-909e95a389cc",
                "ROUTING_TYPE": "queueBasedRouting",
                "ani": "9487554325",
                "checkAgentAvailability": "false",
                "contactAssignmentType": "ACD",
                "customerRegion": "intgus1",
                "dnis": "+15109024297",
                "fcDesktopView": "eNp9kE0LgzAMhv9LzgpzHxev206DXeZtDIk2h0JsXa3CEP/7Oiaj2tFLDnmfJOQZodVtqgcykN9HUNgQ5IBKQgIDGokV042erreBKfkBQgV55ueDNLZHLgib66ezhrc+XFBnL/QKoJ0PWQeVy5IFE/v12rOQAq3LA/QA0yMBqSwZrK3UKm1REfsWOqp7Q2WlNcdtzKCgWjbIcTMz6w7HpSgi/rJxL/EvF0KOyHxC+9/F9AYS3a1l",
                "fceRegisteredEvents": "ContactLastAgentRemoved",
                "flowTagId": "Latest",
                "mohFileName": "defaultmusic_on_hold.wav",
                "participantInviteTimeout": "false",
                "priority": "10",
                "queuedDestinationID": "0025a125-4d2c-4e1a-833d-909e95a389cc",
                "queuedTo": "Queue",
                "ronaTimeout": "25",
                "taskToBeSelfServiced": "false",
                "tenantId": "58f1a59e-245c-4536-9ee4-06560658e493",
                "virtualTeamName": "Queue_MCM",
                "vteamId": "0025a125-4d2c-4e1a-833d-909e95a389cc",
                "workflowId": "62a165a995fe092e845f4804",
                "workflowName": "FlowSameer"
            },
            "contactDirection": {
                "type": "INBOUND"
            },
            "createdTimestamp": 1758824102098,
            "currentVTeam": "0025a125-4d2c-4e1a-833d-909e95a389cc",
            "flowProperties": null,
            "interactionId": "3bfe5b7b-3c99-40f5-9d30-08c81060b3a8",
            "isFcManaged": true,
            "isMediaForked": false,
            "isTerminated": false,
            "mainInteractionId": "3bfe5b7b-3c99-40f5-9d30-08c81060b3a8",
            "media": {
                "3bfe5b7b-3c99-40f5-9d30-08c81060b3a8": {
                    "holdTimestamp": null,
                    "isHold": false,
                    "mType": "mainCall",
                    "mediaMgr": "callmm",
                    "mediaResourceId": "3bfe5b7b-3c99-40f5-9d30-08c81060b3a8",
                    "mediaType": "telephony",
                    "participants": [
                        "9487554325"
                    ]
                }
            },
            "mediaChannel": "telnyx",
            "mediaProperties": null,
            "mediaType": "telephony",
            "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
            "outboundType": null,
            "owner": null,
            "parentInteractionId": "3bfe5b7b-3c99-40f5-9d30-08c81060b3a8",
            "participants": {
                "9487554325": {
                    "callerId": null,
                    "hasJoined": true,
                    "hasLeft": false,
                    "id": "9487554325",
                    "isInPredial": false,
                    "pType": "Customer",
                    "type": "Customer"
                }
            },
            "previousVTeams": [
                "6941634b-c781-4d0a-8d70-bd2a2174dcd7"
            ],
            "queuedTimestamp": 1758824103297,
            "state": "new",
            "workflowManager": null
        },
        "interactionId": "3bfe5b7b-3c99-40f5-9d30-08c81060b3a8",
        "mediaResourceId": "3bfe5b7b-3c99-40f5-9d30-08c81060b3a8",
        "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
        "queueMgr": "aqm",
        "reason": "USER_DECLINED",
        "reasonCode": 156,
        "trackingId": "e544a8e5-2c4f-4a1d-8fb2-66fe3443883f",
        "type": "AgentContactAssignFailed"
    },
    "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
    "trackingId": "notifs_9cc2b4a2-6f87-487b-9e03-f2686b1eb17e",
    "type": "RoutingMessage"
}

toggleMuteUnmuteWebRtcCall()

Toggles the mute/unmute state for an active WebRTC call. This method switches between muted and unmuted states for the agent's microphone during an ongoing WebRTC call session.

Example

await Desktop.actions.toggleMuteUnmuteWebRtcCall();
// => Toggle mute/unmute state for the current WebRTC call

sendDtmf(dtmfData)

Sends Dual-Tone Multi-Frequency (DTMF) signals during an active call. DTMF tones are used to interact with Interactive Voice Response (IVR) systems, access voicemail systems, or navigate automated phone menus. Each tone corresponds to a specific digit or symbol on a telephone keypad.

Example

// Send a single digit
await Desktop.agentContact.sendDtmf("5");

// Send multiple digits for a PIN or extension
await Desktop.agentContact.sendDtmf("1234");

// Send special characters
await Desktop.agentContact.sendDtmf("*");
await Desktop.agentContact.sendDtmf("#");

// Send a sequence for navigating an IVR menu
await Desktop.agentContact.sendDtmf("2*9876#");

Parameters

anchorAgent Contact Methods

These methods belong to Desktop.agentContact. Use the V2 method where the older method is marked for deprecation.

accept()

Caution: This method will be deprecated in the future.

Accepts an incoming task.

Note: This method works only for non-voice tasks and isn't applicable for voice contacts.

Example

await Desktop.agentContact.accept({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3"
});

The following table lists the payload details:

Returns

{Object} The value that corresponds to the task.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is AgentContactAssigned; else, AgentContactAssignFailed.

Example Response

const acceptResponse = {
  data: {
    agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          value: "janedoe@gmail.com"
        },
        category: {
          value: "Sales"
        },
        customerName: {
          value: "Jane Doe"
        },
        dn: {
          value: "Desktop"
        },
        entryPointId: {
          value: "AXCqFyz1G2pKap9PI-mW"
        },
        guestId: {
          value:
            "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA"
        },
        mediaChannel: {
          value: "web"
        },
        reason: {
          value: "Test"
        },
        reasonCode: {
          value: "Sales"
        },
        ronaTimeout: {
          value: "30"
        },
        roomTitle: {
          value: "Help Jane Doe with Sales"
        },
        taskToBeSelfServiced: {
          value: "false"
        },
        templateId: {
          value: "b57990c0-5ec6-11ea-96ee-5df5aef56329"
        },
        templateName: {
          value: "Desktop"
        },
        virtualTeamName: {
          value: "Chat_Queue"
        }
      },
      callAssociatedDetails: {
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dn: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA",
        mediaChannel: "web",
        reason: "Test",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        virtualTeamName: "Chat_Queue"
      },
      callFlowParams: {
        Automation: {
          description: "(vteam, A valid VTeam.)",
          name: "Automation",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Debit: {
          description: "(vteam, A valid VTeam.)",
          name: "Debit",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Sales: {
          description: "(vteam, A valid VTeam.)",
          name: "Sales",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3270",
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dnis: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA",
        mediaChannel: "web",
        reason: "Test",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        tenantId: "133",
        virtualTeamName: "Chat_Queue",
        vteamId: "AXCqFyz1G2pKap9PI-mW"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "3270",
      interactionId: "59dbbca6-4194-11eb-881c-253923a967e0",
      isFcManaged: false,
      isTerminated: false,
      media: {
        Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "mainCall",
            mediaMgr: "cmm",
            mediaResourceId:
              "Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
            mediaType: "chat",
            participants: [
              "janedoe@gmail.com",
              "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"
            ]
          }
      },
      mediaChannel: "web",
      mediaType: "chat",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
      participants: {
        "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": {
          channelId: "bff9350a-9d2a-489a-a8d5-d9dacea4b692",
          consultState: null,
          consultTimestamp: null,
          dn: "9997770110",
          hasJoined: true,
          id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1608339210824,
          lastUpdated: 1608339210824,
          name: "uuip-agent4 uuip-agent4",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "102d2096-bcc0-45bb-a583-a02f6c188071",
          siteId: "473",
          teamId: "1940",
          teamName: "Medical Help",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "janedoe@gmail.com": {
          id: "janedoe@gmail.com",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: [],
      state: "connected"
    },
    interactionId: "59dbbca6-4194-11eb-881c-253923a967e0",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "9c9b97e0-4194-11eb-b819-7b8dd50ee0cd",
    type: "AgentContactAssigned"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_02db68c8-a5db-4028-95bb-1aebd6f87609",
  type: "RoutingMessage"
};

end()

Caution: This method will be deprecated in the future.

Ends an interaction for a specific task. Note: The end call feature is enabled using the isEndCallEnabled payload. For more information, see Agent State Information Module.

Example

await Desktop.agentContact.end({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3"
});

The following table lists the payload details:

Returns

{Object} The value that corresponds to the task.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is AgentWrapup or ContactEnded; else, ContactEndFailed.

Example Response

const endResponse = {
  data: {
    agentsPendingWrapUp: ["7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"],
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          value: "janedoe@gmail.com"
        },
        category: {
          value: "Sales"
        },
        customerName: {
          value: "Jane Doe"
        },
        dn: {
          value: "Desktop"
        },
        entryPointId: {
          value: "AXCqFyz1G2pKap9PI-mW"
        },
        guestId: {
          value:
            "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY"
        },
        mediaChannel: {
          value: "web"
        },
        reason: {
          value: "Test"
        },
        reasonCode: {
          value: "Sales"
        },
        ronaTimeout: {
          value: "30"
        },
        roomTitle: {
          value: "Help Jane Doe with Sales"
        },
        taskToBeSelfServiced: {
          value: "false"
        },
        templateId: {
          value: "b57990c0-5ec6-11ea-96ee-5df5aef56329"
        },
        templateName: {
          value: "Desktop"
        },
        virtualTeamName: {
          value: "Chat_Queue"
        }
      },
      callAssociatedDetails: {
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dn: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        reason: "Please help",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        virtualTeamName: "Chat_Queue"
      },
      callFlowParams: {
        Automation: {
          description: "(vteam, A valid VTeam.)",
          name: "Automation",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Debit: {
          description: "(vteam, A valid VTeam.)",
          name: "Debit",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Sales: {
          description: "(vteam, A valid VTeam.)",
          name: "Sales",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3270",
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dnis: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        reason: "Please help",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        tenantId: "133",
        virtualTeamName: "Chat_Queue",
        vteamId: "AXCqFyz1G2pKap9PI-mW"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "3270",
      interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
      isFcManaged: false,
      isTerminated: true,
      media: {},
      mediaChannel: "web",
      mediaType: "chat",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
      participants: {
        "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": {
          channelId: "ff0a5296-8aa2-483b-8c50-577fedb1bfde",
          consultState: null,
          consultTimestamp: null,
          dn: "9997770110",
          hasJoined: true,
          id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1608239195992,
          lastUpdated: 1608239195992,
          name: "uuip-agent4 uuip-agent4",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061",
          siteId: "473",
          teamId: "962",
          teamName: "Team X",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "janedoe@gmail.com": {
          id: "janedoe@gmail.com",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: [],
      state: "connected"
    },
    interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vYWEzNTA5YzAtNDBhYi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "4eb68870-40ac-11eb-8866-d7ef6ff89aa6",
    type: "ContactEnded"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_3cda2c34-1410-4476-9c5c-5d779a615b8a",
  type: "RoutingMessage"
};

wrapup()

Caution: This method will be deprecated in the future.

Wraps up work for a task. Wrap up reason is applied after the task has been ended either by the agent or by the customer. A wrap up is essential and is the last step in an agent's flow of handling tasks.

Example

await Desktop.agentContact.wrapup({
    interactionId: "dab1a2f0-bad0-11ea-8e7c-0d99ede2535a",
    data: {
        wrapUpReason: "Sales",
        auxCodeId: "AXUH3oN12eV-WekpnDpl",
        isAutoWrapup: false,
    }
});

Payload type

type RequestPayload = {
    interactionId: string;data: Contact.WrapupPayLoad
};

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is AgentWrappedUp; else, AgentWrapupFailed.

Example Response

const wrapUpResponse = {
    "data": {
        "agentId": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
        "eventType": "RoutingMessage",
        "interaction": {
            "callAssociatedData": {
                "ani": {
                    "value": "janedoe@gmail.com"
                },
                "category": {
                    "value": "Sales"
                },
                "customerName": {
                    "value": "Jane Doe"
                },
                "dn": {
                    "value": "Desktop"
                },
                "entryPointId": {
                    "value": "AXCqFyz1G2pKap9PI-mW"
                },
                "guestId": {
                    "value": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY"
                },
                "mediaChannel": {
                    "value": "web"
                },
                "reason": {
                    "value": "Test"
                },
                "reasonCode": {
                    "value": "Sales"
                },
                "ronaTimeout": {
                    "value": "30"
                },
                "roomTitle": {
                    "value": "Help Jane Doe with Sales"
                },
                "taskToBeSelfServiced": {
                    "value": "false"
                },
                "templateId": {
                    "value": "b57990c0-5ec6-11ea-96ee-5df5aef56329"
                },
                "templateName": {
                    "value": "Desktop"
                },
                "virtualTeamName": {
                    "value": "Chat_Queue"
                }
            },
            "callAssociatedDetails": {
                "ani": "janedoe@gmail.com",
                "category": "Sales",
                "customerName": "Jane Doe",
                "dn": "Desktop",
                "entryPointId": "AXCqFyz1G2pKap9PI-mW",
                "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
                "mediaChannel": "web",
                "reason": "Test",
                "reasonCode": "Sales",
                "ronaTimeout": "30",
                "roomTitle": "Help Jane Doe with Sales",
                "taskToBeSelfServiced": "false",
                "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329",
                "templateName": "Desktop",
                "virtualTeamName": "Chat_Queue"
            },
            "callFlowParams": {
                "Automation": {
                    "description": "(vteam, A valid VTeam.)",
                    "name": "Automation",
                    "qualifier": "vteam",
                    "value": "3270",
                    "valueDataType": "string"
                },
                "Debit": {
                    "description": "(vteam, A valid VTeam.)",
                    "name": "Debit",
                    "qualifier": "vteam",
                    "value": "3270",
                    "valueDataType": "string"
                },
                "Sales": {
                    "description": "(vteam, A valid VTeam.)",
                    "name": "Sales",
                    "qualifier": "vteam",
                    "value": "3270",
                    "valueDataType": "string"
                }
            },
            "callProcessingDetails": {
                "QMgrName": "aqm",
                "QueueId": "3270",
                "ani": "janedoe@gmail.com",
                "category": "Sales",
                "customerName": "Jane Doe",
                "dnis": "Desktop",
                "entryPointId": "AXCqFyz1G2pKap9PI-mW",
                "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
                "mediaChannel": "web",
                "pauseDuration": "10",
                "pauseResumeEnabled": "true",
                "reason": "Test",
                "reasonCode": "Sales",
                "ronaTimeout": "30",
                "roomTitle": "Help Jane Doe with Sales",
                "taskToBeSelfServiced": "false",
                "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329",
                "templateName": "Desktop",
                "tenantId": "133",
                "virtualTeamName": "Chat_Queue",
                "vteamId": "AXCqFyz1G2pKap9PI-mW"
            },
            "contactDirection": {
                "type": "INBOUND"
            },
            "currentVTeam": "3270",
            "interactionId": "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
            "isFcManaged": false,
            "isTerminated": true,
            "media": {},
            "mediaChannel": "web",
            "mediaType": "chat",
            "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
            "outboundType": null,
            "owner": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
            "participants": {
                "janedoe@gmail.com": {
                    "id": "janedoe@gmail.com",
                    "pType": "Customer",
                    "type": "Customer"
                }
            },
            "previousVTeams": [],
            "state": "connected"
        },
        "interactionId": "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
        "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
        "queueMgr": "aqm",
        "trackingId": "5272a610-40ac-11eb-8866-d7ef6ff89aa6",
        "type": "AgentWrappedUp",
        "wrapUpAuxCodeId": "0"
    },
    "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
    "trackingId": "notifs_b5e0ebb7-fd1d-479f-8663-81a64030cee6",
    "type": "RoutingMessage"
}

hold()

Places a voice call on hold.

Example

await Desktop.agentContact.hold({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3",
    data: {
        mediaResourceId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3"
    }
});

Payload type

type HoldPayload = {
    interactionId: string;
    data: { mediaResourceId: string };
};

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is AgentContactHeld; else, AgentContactHoldFailed.

Example Response

const holdResponse = {
  data: {
    agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
    destAgentId: null,
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "8895579172"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Outdial Queue-1"
        }
      },
      callAssociatedDetails: {
        dn: "8895579172",
        ronaTimeout: "30",
        virtualTeamName: "Outdial Queue-1"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "3264",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3264",
        dnis: "8895579172",
        isPaused: "false",
        outdialTransferToQueueEnabled: "false",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "133",
        virtualTeamName: "Outdial Queue-1",
        vteamId: "AXCLfZZU9S1oTdqE1OFZ"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "3264",
      interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1dd08726-bca5-4ce8-9b51-b20dca8ab154": {
          holdTimestamp: 1612355834441,
          isHold: true,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
          mediaType: "telephony",
          participants: [""]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
      participants: {
        "": {
          id: "",
          pType: "Customer",
          type: "Customer"
        },
        "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
          channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8",
          consultState: null,
          consultTimestamp: null,
          dn: "8895579172",
          hasJoined: true,
          id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612354635705,
          lastUpdated: 1612354635705,
          name: "John Doe",
          pType: "Agent",
          queueId: "3264",
          queueMgrId: "aqm",
          sessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
          siteId: "472",
          teamId: "960",
          teamName: "Email_Team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: [],
      state: "connected",
      workflowManager: null
    },
    interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "3768264d-8588-465f-9ee6-0c25418ea9f7",
    type: "AgentContactHeld"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_8e8cabb7-6d5a-460d-9b8b-ecfad96448b3",
  type: "RoutingMessage"
};

unHold()

Resumes a voice call that is placed on hold.

Example

await Desktop.agentContact.unHold({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3",
    data: {
        mediaResourceId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3"
    }
});

Payload type

type RequestPayload = {
    interactionId: string;data: {
        mediaResourceId: string
    }
};

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is AgentContactUnheld; else, AgentContactUnHoldFailed.

Example Response

const unHoldResponse = {
  data: {
    agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
    destAgentId: null,
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "8895579172"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Outdial Queue-1"
        }
      },
      callAssociatedDetails: {
        dn: "8895579172",
        ronaTimeout: "30",
        virtualTeamName: "Outdial Queue-1"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "3264",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3264",
        dnis: "8895579172",
        isPaused: "false",
        outdialTransferToQueueEnabled: "false",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "133",
        virtualTeamName: "Outdial Queue-1",
        vteamId: "AXCLfZZU9S1oTdqE1OFZ"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "3264",
      interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1dd08726-bca5-4ce8-9b51-b20dca8ab154": {
          holdTimestamp: null,
          isHold: false,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
          mediaType: "telephony",
          participants: [""]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
      participants: {
        "": {
          id: "",
          pType: "Customer",
          type: "Customer"
        },
        "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
          channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8",
          consultState: null,
          consultTimestamp: null,
          dn: "8895579172",
          hasJoined: true,
          id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612354635705,
          lastUpdated: 1612354635705,
          name: "John Doe",
          pType: "Agent",
          queueId: "3264",
          queueMgrId: "aqm",
          sessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
          siteId: "472",
          teamId: "960",
          teamName: "Email_Team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: [],
      state: "connected",
      workflowManager: null
    },
    interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "a5152cc8-004a-4e4c-b5d8-c9fc947f1e57",
    type: "AgentContactUnheld"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_85f4d943-8e95-49c9-92c4-66047d526506",
  type: "RoutingMessage"
};

pauseRecording()

Caution: This method will be deprecated in the future.

Pauses a call recording while obtaining sensitive information such as credit card information from the customer.

When configured by the administrator, voice calls are recorded for various reasons. When an agent handles sensitive customer information, the agent might want to pause the recording. The Pause/Resume functionality is available on the Desktop through the Interaction Control pane. You can access the Pause/Resume functionality from your widget also.

Example

await Desktop.agentContact.pauseRecording({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3"
});
// Pausing a recording for telephony task

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is ContactRecordingPaused; else, ContactRecordingPauseFailed.

Example Response

const pauseRecordingResponse = {
  data: {
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "8895579172"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Outdial Queue-1"
        }
      },
      callAssociatedDetails: {
        dn: "8895579172",
        ronaTimeout: "30",
        virtualTeamName: "Outdial Queue-1"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "3264",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3264",
        dnis: "8895579172",
        isPaused: "true",
        outdialTransferToQueueEnabled: "false",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "133",
        virtualTeamName: "Outdial Queue-1",
        vteamId: "AXCLfZZU9S1oTdqE1OFZ"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "3264",
      interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1dd08726-bca5-4ce8-9b51-b20dca8ab154": {
          holdTimestamp: null,
          isHold: false,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
          mediaType: "telephony",
          participants: [""]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
      participants: {
        "": {
          id: "",
          pType: "Customer",
          type: "Customer"
        },
        "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
          channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8",
          consultState: null,
          consultTimestamp: null,
          dn: "8895579172",
          hasJoined: true,
          id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612354635705,
          lastUpdated: 1612354635705,
          name: "John Doe",
          pType: "Agent",
          queueId: "3264",
          queueMgrId: "aqm",
          sessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
          siteId: "472",
          teamId: "960",
          teamName: "Email_Team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: [],
      state: "connected",
      workflowManager: null
    },
    interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "b031f6d7-63a3-49d9-b377-e848bce41bd3",
    type: "ContactRecordingPaused"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_52a00992-95e8-438c-ac44-8302da18d252",
  type: "RoutingMessage"
};

resumeRecording()

Caution: This method will be deprecated in the future.

Resumes a voice call recording that is paused.

Example

await Desktop.agentContact.resumeRecording({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3",
    data: {
        autoResumed: true
    }
});
// Resuming recording for telephony task

Payload type

type RequestPayload = {
    interactionId: string;data: {
        autoResumed: boolean
    }
};

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is ContactRecordingResumed; else, ContactRecordingResumeFailed.

Example Response

const resumeRecordingResponse = {
  data: {
    autoResumed: true,
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "8895579172"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Outdial Queue-1"
        }
      },
      callAssociatedDetails: {
        dn: "8895579172",
        ronaTimeout: "30",
        virtualTeamName: "Outdial Queue-1"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "3264",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3264",
        dnis: "8895579172",
        isPaused: "false",
        outdialTransferToQueueEnabled: "false",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "133",
        virtualTeamName: "Outdial Queue-1",
        vteamId: "AXCLfZZU9S1oTdqE1OFZ"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "3264",
      interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1dd08726-bca5-4ce8-9b51-b20dca8ab154": {
          holdTimestamp: null,
          isHold: false,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
          mediaType: "telephony",
          participants: [""]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
      participants: {
        "": {
          id: "",
          pType: "Customer",
          type: "Customer"
        },
        "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
          channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8",
          consultState: null,
          consultTimestamp: null,
          dn: "8895579172",
          hasJoined: true,
          id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612354635705,
          lastUpdated: 1612354635705,
          name: "John Doe",
          pType: "Agent",
          queueId: "3264",
          queueMgrId: "aqm",
          sessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
          siteId: "472",
          teamId: "960",
          teamName: "Email_Team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: [],
      state: "connected",
      workflowManager: null
    },
    interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "9cf5bfc4-d120-4330-9996-039a9937c52c",
    type: "ContactRecordingResumed"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_c04510a0-140a-439c-9ab4-68b6fdf6ea2e",
  type: "RoutingMessage"
};

acceptV2()

Accepts an incoming task.

Note: This method works only for non-voice tasks and isn't applicable for voice contacts.

Example

await Desktop.agentContact.acceptV2({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3"
});

The following table lists the payload details:

Returns

{Object} The value that corresponds to the task.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is AgentContactAssigned; else, AgentContactAssignFailed.

Example Response

const acceptResponse = {
  data: {
    agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          value: "janedoe@gmail.com"
        },
        category: {
          value: "Sales"
        },
        customerName: {
          value: "Jane Doe"
        },
        dn: {
          value: "Desktop"
        },
        entryPointId: {
          value: "AXCqFyz1G2pKap9PI-mW"
        },
        guestId: {
          value:
            "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA"
        },
        mediaChannel: {
          value: "web"
        },
        reason: {
          value: "Test"
        },
        reasonCode: {
          value: "Sales"
        },
        ronaTimeout: {
          value: "30"
        },
        roomTitle: {
          value: "Help Jane Doe with Sales"
        },
        taskToBeSelfServiced: {
          value: "false"
        },
        templateId: {
          value: "b57990c0-5ec6-11ea-96ee-5df5aef56329"
        },
        templateName: {
          value: "Desktop"
        },
        virtualTeamName: {
          value: "Chat_Queue"
        }
      },
      callAssociatedDetails: {
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dn: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA",
        mediaChannel: "web",
        reason: "Test",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        virtualTeamName: "Chat_Queue"
      },
      callFlowParams: {
        Automation: {
          description: "(vteam, A valid VTeam.)",
          name: "Automation",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Debit: {
          description: "(vteam, A valid VTeam.)",
          name: "Debit",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Sales: {
          description: "(vteam, A valid VTeam.)",
          name: "Sales",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3270",
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dnis: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA",
        mediaChannel: "web",
        reason: "Test",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        tenantId: "133",
        virtualTeamName: "Chat_Queue",
        vteamId: "AXCqFyz1G2pKap9PI-mW"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "3270",
      interactionId: "59dbbca6-4194-11eb-881c-253923a967e0",
      isFcManaged: false,
      isTerminated: false,
      media: {
        Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "mainCall",
            mediaMgr: "cmm",
            mediaResourceId:
              "Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
            mediaType: "chat",
            participants: [
              "janedoe@gmail.com",
              "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"
            ]
          }
      },
      mediaChannel: "web",
      mediaType: "chat",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
      participants: {
        "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": {
          channelId: "bff9350a-9d2a-489a-a8d5-d9dacea4b692",
          consultState: null,
          consultTimestamp: null,
          dn: "9997770110",
          hasJoined: true,
          id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1608339210824,
          lastUpdated: 1608339210824,
          name: "uuip-agent4 uuip-agent4",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "102d2096-bcc0-45bb-a583-a02f6c188071",
          siteId: "473",
          teamId: "1940",
          teamName: "Medical Help",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "janedoe@gmail.com": {
          id: "janedoe@gmail.com",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: [],
      state: "connected"
    },
    interactionId: "59dbbca6-4194-11eb-881c-253923a967e0",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vNjVjOWVlYjAtNDE5NC0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "9c9b97e0-4194-11eb-b819-7b8dd50ee0cd",
    type: "AgentContactAssigned"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_02db68c8-a5db-4028-95bb-1aebd6f87609",
  type: "RoutingMessage"
};

endV2()

Ends an interaction for a specific task. Note: The end call feature is enabled using the isEndCallEnabled payload. For more information, see Agent State Information Module.

Example

await Desktop.agentContact.endV2({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3",
    isEndingFromNonPrimary: true
});

The following table lists the payload details:

Returns

{Object} The value that corresponds to the task.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is AgentWrapup or ContactEnded; else, ContactEndFailed.

Example Response

const endResponse = {
  data: {
    agentsPendingWrapUp: ["7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"],
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          value: "janedoe@gmail.com"
        },
        category: {
          value: "Sales"
        },
        customerName: {
          value: "Jane Doe"
        },
        dn: {
          value: "Desktop"
        },
        entryPointId: {
          value: "AXCqFyz1G2pKap9PI-mW"
        },
        guestId: {
          value:
            "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY"
        },
        mediaChannel: {
          value: "web"
        },
        reason: {
          value: "Test"
        },
        reasonCode: {
          value: "Sales"
        },
        ronaTimeout: {
          value: "30"
        },
        roomTitle: {
          value: "Help Jane Doe with Sales"
        },
        taskToBeSelfServiced: {
          value: "false"
        },
        templateId: {
          value: "b57990c0-5ec6-11ea-96ee-5df5aef56329"
        },
        templateName: {
          value: "Desktop"
        },
        virtualTeamName: {
          value: "Chat_Queue"
        }
      },
      callAssociatedDetails: {
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dn: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        reason: "Please help",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        virtualTeamName: "Chat_Queue"
      },
      callFlowParams: {
        Automation: {
          description: "(vteam, A valid VTeam.)",
          name: "Automation",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Debit: {
          description: "(vteam, A valid VTeam.)",
          name: "Debit",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Sales: {
          description: "(vteam, A valid VTeam.)",
          name: "Sales",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3270",
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dnis: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        reason: "Please help",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        tenantId: "133",
        virtualTeamName: "Chat_Queue",
        vteamId: "AXCqFyz1G2pKap9PI-mW"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "3270",
      interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
      isFcManaged: false,
      isTerminated: true,
      media: {},
      mediaChannel: "web",
      mediaType: "chat",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
      participants: {
        "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": {
          channelId: "ff0a5296-8aa2-483b-8c50-577fedb1bfde",
          consultState: null,
          consultTimestamp: null,
          dn: "9997770110",
          hasJoined: true,
          id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1608239195992,
          lastUpdated: 1608239195992,
          name: "uuip-agent4 uuip-agent4",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061",
          siteId: "473",
          teamId: "962",
          teamName: "Team X",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "janedoe@gmail.com": {
          id: "janedoe@gmail.com",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: [],
      state: "connected"
    },
    interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vYWEzNTA5YzAtNDBhYi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "4eb68870-40ac-11eb-8866-d7ef6ff89aa6",
    type: "ContactEnded"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_3cda2c34-1410-4476-9c5c-5d779a615b8a",
  type: "RoutingMessage"
};

cancelTaskV2()

Ends an interaction for a specific task. Note: The end call feature is enabled using the isEndCallEnabled payload. For more information, see Agent State Information Module.

Example

await Desktop.agentContact.cancelTaskV2({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3"
});

The following table lists the payload details:

Returns

{Object} The value that corresponds to the task.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is ContactEnded; else, ContactEndFailed.

Example Response

const endResponse = {
  data: {
    agentsPendingWrapUp: ["7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"],
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          value: "janedoe@gmail.com"
        },
        category: {
          value: "Sales"
        },
        customerName: {
          value: "Jane Doe"
        },
        dn: {
          value: "Desktop"
        },
        entryPointId: {
          value: "AXCqFyz1G2pKap9PI-mW"
        },
        guestId: {
          value:
            "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY"
        },
        mediaChannel: {
          value: "web"
        },
        reason: {
          value: "Test"
        },
        reasonCode: {
          value: "Sales"
        },
        ronaTimeout: {
          value: "30"
        },
        roomTitle: {
          value: "Help Jane Doe with Sales"
        },
        taskToBeSelfServiced: {
          value: "false"
        },
        templateId: {
          value: "b57990c0-5ec6-11ea-96ee-5df5aef56329"
        },
        templateName: {
          value: "Desktop"
        },
        virtualTeamName: {
          value: "Chat_Queue"
        }
      },
      callAssociatedDetails: {
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dn: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        reason: "Please help",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        virtualTeamName: "Chat_Queue"
      },
      callFlowParams: {
        Automation: {
          description: "(vteam, A valid VTeam.)",
          name: "Automation",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Debit: {
          description: "(vteam, A valid VTeam.)",
          name: "Debit",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Sales: {
          description: "(vteam, A valid VTeam.)",
          name: "Sales",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3270",
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dnis: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        reason: "Please help",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        tenantId: "133",
        virtualTeamName: "Chat_Queue",
        vteamId: "AXCqFyz1G2pKap9PI-mW"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "3270",
      interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
      isFcManaged: false,
      isTerminated: true,
      media: {},
      mediaChannel: "web",
      mediaType: "chat",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
      participants: {
        "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": {
          channelId: "ff0a5296-8aa2-483b-8c50-577fedb1bfde",
          consultState: null,
          consultTimestamp: null,
          dn: "9997770110",
          hasJoined: true,
          id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1608239195992,
          lastUpdated: 1608239195992,
          name: "uuip-agent4 uuip-agent4",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061",
          siteId: "473",
          teamId: "962",
          teamName: "Team X",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "janedoe@gmail.com": {
          id: "janedoe@gmail.com",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: [],
      state: "connected"
    },
    interactionId: "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vYWEzNTA5YzAtNDBhYi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "4eb68870-40ac-11eb-8866-d7ef6ff89aa6",
    type: "ContactEnded"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_3cda2c34-1410-4476-9c5c-5d779a615b8a",
  type: "RoutingMessage"
};

pauseRecordingV2()

Pauses a call recording while obtaining sensitive information such as credit card information from the customer.

When configured by the administrator, voice calls are recorded for various reasons. When an agent handles sensitive customer information, the agent might want to pause the recording. The Pause/Resume functionality is available on the Desktop through the Interaction Control pane. You can access the Pause/Resume functionality from your widget also.

Example

await Desktop.agentContact.pauseRecordingV2({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3"
});
// Pausing a recording for telephony task

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is ContactRecordingPaused; else, ContactRecordingPauseFailed.

Example Response

const pauseRecordingResponse = {
  data: {
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "8895579172"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Outdial Queue-1"
        }
      },
      callAssociatedDetails: {
        dn: "8895579172",
        ronaTimeout: "30",
        virtualTeamName: "Outdial Queue-1"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "3264",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3264",
        dnis: "8895579172",
        isPaused: "true",
        outdialTransferToQueueEnabled: "false",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "133",
        virtualTeamName: "Outdial Queue-1",
        vteamId: "AXCLfZZU9S1oTdqE1OFZ"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "3264",
      interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1dd08726-bca5-4ce8-9b51-b20dca8ab154": {
          holdTimestamp: null,
          isHold: false,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
          mediaType: "telephony",
          participants: [""]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
      participants: {
        "": {
          id: "",
          pType: "Customer",
          type: "Customer"
        },
        "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
          channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8",
          consultState: null,
          consultTimestamp: null,
          dn: "8895579172",
          hasJoined: true,
          id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612354635705,
          lastUpdated: 1612354635705,
          name: "John Doe",
          pType: "Agent",
          queueId: "3264",
          queueMgrId: "aqm",
          sessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
          siteId: "472",
          teamId: "960",
          teamName: "Email_Team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: [],
      state: "connected",
      workflowManager: null
    },
    interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "b031f6d7-63a3-49d9-b377-e848bce41bd3",
    type: "ContactRecordingPaused"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_52a00992-95e8-438c-ac44-8302da18d252",
  type: "RoutingMessage"
};

resumeRecordingV2()

Resumes a voice call recording that is paused.

Example

await Desktop.agentContact.resumeRecordingV2({
    interactionId: "c837e6f7-699a-4736-bb82-03a6d58bb7f3",
    data: {
        autoResumed: true
    }
});
// Resuming recording for telephony task

Payload type

type RequestPayload = {
    interactionId: string;data: {
        autoResumed: boolean
    }
};

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is ContactRecordingResumed; else, ContactRecordingResumeFailed.

Example Response

const resumeRecordingResponse = {
  data: {
    autoResumed: true,
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "8895579172"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Outdial Queue-1"
        }
      },
      callAssociatedDetails: {
        dn: "8895579172",
        ronaTimeout: "30",
        virtualTeamName: "Outdial Queue-1"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "3264",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3264",
        dnis: "8895579172",
        isPaused: "false",
        outdialTransferToQueueEnabled: "false",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "133",
        virtualTeamName: "Outdial Queue-1",
        vteamId: "AXCLfZZU9S1oTdqE1OFZ"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "3264",
      interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1dd08726-bca5-4ce8-9b51-b20dca8ab154": {
          holdTimestamp: null,
          isHold: false,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
          mediaType: "telephony",
          participants: [""]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
      participants: {
        "": {
          id: "",
          pType: "Customer",
          type: "Customer"
        },
        "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
          channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8",
          consultState: null,
          consultTimestamp: null,
          dn: "8895579172",
          hasJoined: true,
          id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612354635705,
          lastUpdated: 1612354635705,
          name: "John Doe",
          pType: "Agent",
          queueId: "3264",
          queueMgrId: "aqm",
          sessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
          siteId: "472",
          teamId: "960",
          teamName: "Email_Team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: [],
      state: "connected",
      workflowManager: null
    },
    interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "9cf5bfc4-d120-4330-9996-039a9937c52c",
    type: "ContactRecordingResumed"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_c04510a0-140a-439c-9ab4-68b6fdf6ea2e",
  type: "RoutingMessage"
};

wrapupV2()

Wraps up work for a task. Wrap up reason is applied after the task has been ended either by the agent or by the customer. A wrap up is essential and is the last step in an agent's flow of handling tasks.

Example

await Desktop.agentContact.wrapupV2({
    interactionId: "dab1a2f0-bad0-11ea-8e7c-0d99ede2535a",
    data: {
        wrapUpReason: "Sales",
        auxCodeId: "AXUH3oN12eV-WekpnDpl",
        isAutoWrapup: false,
    }
});

Payload type

type RequestPayload = {
    interactionId: string;data: Contact.WrapupPayLoad
};

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The type parameter value in the response payload depends on the success or failure of the method. If the method is successful, the value is AgentWrappedUp; else, AgentWrapupFailed.

Example Response

const wrapUpResponse = {
    "data": {
        "agentId": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
        "eventType": "RoutingMessage",
        "interaction": {
            "callAssociatedData": {
                "ani": {
                    "value": "janedoe@gmail.com"
                },
                "category": {
                    "value": "Sales"
                },
                "customerName": {
                    "value": "Jane Doe"
                },
                "dn": {
                    "value": "Desktop"
                },
                "entryPointId": {
                    "value": "AXCqFyz1G2pKap9PI-mW"
                },
                "guestId": {
                    "value": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY"
                },
                "mediaChannel": {
                    "value": "web"
                },
                "reason": {
                    "value": "Test"
                },
                "reasonCode": {
                    "value": "Sales"
                },
                "ronaTimeout": {
                    "value": "30"
                },
                "roomTitle": {
                    "value": "Help Jane Doe with Sales"
                },
                "taskToBeSelfServiced": {
                    "value": "false"
                },
                "templateId": {
                    "value": "b57990c0-5ec6-11ea-96ee-5df5aef56329"
                },
                "templateName": {
                    "value": "Desktop"
                },
                "virtualTeamName": {
                    "value": "Chat_Queue"
                }
            },
            "callAssociatedDetails": {
                "ani": "janedoe@gmail.com",
                "category": "Sales",
                "customerName": "Jane Doe",
                "dn": "Desktop",
                "entryPointId": "AXCqFyz1G2pKap9PI-mW",
                "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
                "mediaChannel": "web",
                "reason": "Test",
                "reasonCode": "Sales",
                "ronaTimeout": "30",
                "roomTitle": "Help Jane Doe with Sales",
                "taskToBeSelfServiced": "false",
                "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329",
                "templateName": "Desktop",
                "virtualTeamName": "Chat_Queue"
            },
            "callFlowParams": {
                "Automation": {
                    "description": "(vteam, A valid VTeam.)",
                    "name": "Automation",
                    "qualifier": "vteam",
                    "value": "3270",
                    "valueDataType": "string"
                },
                "Debit": {
                    "description": "(vteam, A valid VTeam.)",
                    "name": "Debit",
                    "qualifier": "vteam",
                    "value": "3270",
                    "valueDataType": "string"
                },
                "Sales": {
                    "description": "(vteam, A valid VTeam.)",
                    "name": "Sales",
                    "qualifier": "vteam",
                    "value": "3270",
                    "valueDataType": "string"
                }
            },
            "callProcessingDetails": {
                "QMgrName": "aqm",
                "QueueId": "3270",
                "ani": "janedoe@gmail.com",
                "category": "Sales",
                "customerName": "Jane Doe",
                "dnis": "Desktop",
                "entryPointId": "AXCqFyz1G2pKap9PI-mW",
                "guestId": "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
                "mediaChannel": "web",
                "pauseDuration": "10",
                "pauseResumeEnabled": "true",
                "reason": "Test",
                "reasonCode": "Sales",
                "ronaTimeout": "30",
                "roomTitle": "Help Jane Doe with Sales",
                "taskToBeSelfServiced": "false",
                "templateId": "b57990c0-5ec6-11ea-96ee-5df5aef56329",
                "templateName": "Desktop",
                "tenantId": "133",
                "virtualTeamName": "Chat_Queue",
                "vteamId": "AXCqFyz1G2pKap9PI-mW"
            },
            "contactDirection": {
                "type": "INBOUND"
            },
            "currentVTeam": "3270",
            "interactionId": "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
            "isFcManaged": false,
            "isTerminated": true,
            "media": {},
            "mediaChannel": "web",
            "mediaType": "chat",
            "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
            "outboundType": null,
            "owner": "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
            "participants": {
                "janedoe@gmail.com": {
                    "id": "janedoe@gmail.com",
                    "pType": "Customer",
                    "type": "Customer"
                }
            },
            "previousVTeams": [],
            "state": "connected"
        },
        "interactionId": "a66d05ab-40ab-11eb-b59a-7d3326b3ffc1",
        "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
        "queueMgr": "aqm",
        "trackingId": "5272a610-40ac-11eb-8866-d7ef6ff89aa6",
        "type": "AgentWrappedUp",
        "wrapUpAuxCodeId": "0"
    },
    "orgId": "f111e3af-1a45-42ef-9erf-4562354b8a25",
    "trackingId": "notifs_b5e0ebb7-fd1d-479f-8663-81a64030cee6",
    "type": "RoutingMessage"
}

anchorVerify Interaction Changes

Subscribe to the relevant contact events and check both success and failure events. Register listeners while the widget is mounted and remove them when it disconnects.

anchorRelated Pages

• Agent Desktop overview
• Desktop SDK Reference