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.

anchorAgent Contact Methods

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

consultAccept()

Accepts a consult task.

Example

await Desktop.agentContact.consultAccept({
    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 AgentConsulting; else, AgentContactAssignFailed.

Example Response

const consultAcceptResponse = {
  data: {
    agentId: "9b036d89-930c-4187-a5bd-5dbb1439fe41",
    consultMediaResourceId: "c1b507d0-9aac-4500-a9f8-50f30eba4310",
    destAgentId: "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f",
    destinationType: "Agent",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        "": {
          agentEditable: false,
          displayName: "",
          name: "",
          type: "STRING",
          value: ""
        },
        IvrPath: {
          agentEditable: false,
          displayName: "IvrPath",
          name: "IvrPath",
          type: "STRING",
          value: " EOI"
        },
        ani: {
          agentEditable: false,
          displayName: "ani",
          name: "ani",
          type: "STRING",
          value: "**********"
        },
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "**********"
        },
        nextVteamId: {
          agentEditable: false,
          displayName: "nextVteamId",
          name: "nextVteamId",
          type: "STRING",
          value: "Queue"
        },
        pathId: {
          agentEditable: false,
          displayName: "pathId",
          name: "pathId",
          type: "STRING",
          value: " StartCall PlayDone"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Queue-1"
        }
      },
      callAssociatedDetails: {
        "": "",
        IvrPath: " EOI",
        ani: "************",
        dn: "************",
        nextVteamId: "Queue",
        pathId: " StartCall PlayDone",
        ronaTimeout: "30",
        virtualTeamName: "Queue-1"
      },
      callFlowParams: {
        Queue: {
          description: "(vteam, A valid VTeam.)",
          name: "Queue",
          qualifier: "vteam",
          value: "1336",
          valueDataType: "string"
        },
        WelcomePrompt: {
          description: "(mediaFile, A valid media file.)",
          name: "WelcomePrompt",
          qualifier: "mediaFile",
          value: "GAwelcome.wav",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "1336",
        ani: "************",
        dnis: "************",
        isPaused: "false",
        jscriptId: "AW7HP3QNB44q0sL-cTVz",
        pauseDuration: "30",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "82",
        virtualTeamName: "Queue-1",
        vteamId: "1336"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "1336",
      interactionId: "1277da79-dc49-439c-ab72-f00453a1ff71",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1277da79-dc49-439c-ab72-f00453a1ff71": {
          holdTimestamp: 1612429578817,
          isHold: true,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1277da79-dc49-439c-ab72-f00453a1ff71",
          mediaType: "telephony",
          participants: ["**********", "9b036d89-930c-4187-a5bd-5dbb1439fe41"]
        },
        "c1b507d0-9aac-4500-a9f8-50f30eba4310": {
          holdTimestamp: null,
          isHold: false,
          mType: "consult",
          mediaMgr: "vmm",
          mediaResourceId: "c1b507d0-9aac-4500-a9f8-50f30eba4310",
          mediaType: "telephony",
          participants: [
            "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f",
            "9b036d89-930c-4187-a5bd-5dbb1439fe41",
            "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f"
          ]
        }
      },
      mediaChannel: "broadcloud",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "9b036d89-930c-4187-a5bd-5dbb1439fe41",
      participants: {
        "**********": {
          id: "**********",
          pType: "Customer",
          type: "Customer"
        },
        "9b036d89-930c-4187-a5bd-5dbb1439fe41": {
          channelId: "3de6706f-95b7-485a-9304-30928f7ee52e",
          consultState: "consulting",
          consultTimestamp: 1612429579220,
          dn: "**********",
          hasJoined: true,
          id: "9b036d89-930c-4187-a5bd-5dbb1439fe41",
          isConsulted: true,
          isWrapUp: false,
          joinTimestamp: 1612429549032,
          lastUpdated: 1612429549032,
          name: "user1",
          pType: "Agent",
          queueId: "1336",
          queueMgrId: "aqm",
          sessionId: "90896c91-0f77-4bc6-aec3-488a34ca88d3",
          siteId: "205",
          teamId: "598",
          teamName: "integ-test-team",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f": {
          channelId: "fb704337-71c3-4802-a03b-84a2d18eeaa0",
          consultState: "consulting",
          consultTimestamp: 1612429579220,
          dn: "**********",
          hasJoined: true,
          id: "ff7dbe19-fa3f-4c63-8a1c-04dcffef8e4f",
          isConsulted: true,
          isWrapUp: false,
          joinTimestamp: 1612429579200,
          lastUpdated: 1612429579200,
          name: "user2",
          pType: "Agent",
          queueId: "1336",
          queueMgrId: "aqm",
          sessionId: "57323f8b-9460-45fa-aaf6-4ca51c327af8",
          siteId: "205",
          teamId: "598",
          teamName: "integ-test-team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: ["AW6h1AVRrZSGni185x28"],
      state: "consulting",
      workflowManager: null
    },
    interactionId: "1277da79-dc49-439c-ab72-f00453a1ff71",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "e7c032be-b18e-4b63-8ab2-6baf50b137b1",
    type: "AgentConsulting"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_3464be63-83e7-4b2d-94d5-a63fddc108d5",
  type: "RoutingMessage"
};

buddyAgents()

Deprecated: Since May 16, 2025. Use buddyAgentsV2() instead.

Fetches the list of agents available for consult call and conference call.

Example

await Desktop.agentContact.buddyAgents({
    data: {
        agentProfileId: "AXCLfZhH9S1oTdqE1OFw",
        channelName: "chat",
        state: "Available"
    }
});

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

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

Example Response

BuddyAgentResponse = {
  data: {
    agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
    agentList: [],
    agentSessionId: "25f31485-f41c-4cca-abe5-e12b80735715",
    eventType: "AgentDesktopMessage",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    trackingId: "1a2737c0-6704-11eb-9a89-971a3ca976b4",
    type: "BuddyAgents"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_49119bed-6dbc-48e6-89fa-9dde8da3fc3e",
  type: "BuddyAgents"
};

consult()

Deprecated: Since May 16, 2025. Use consultV2() instead.

Initiates a consult request with an agent, a dial number (DN), or a queue.

Note: The consult call to queue feature is enabled using the allowConsultToQueue payload. For more information, see Agent State Information Module.

Example

await Desktop.agentContact.consult({
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b",
    data: {
        agentId: "43bfcdef-5551-45b1-a8f9-a0b33e66e3fe",
        destAgentId: "f795f41f-3782-44fa-97a4-c8b4dc029477",
        mediaType: "chat"
    },
    url: "consult"
});

Payload type

type RequestPayload = {
    interactionId: string;
    data: ConsultPayload | ConsultDN | ConsultAgent | ConsultQueue;
    url: string;
}

type ConsultPayload = {
    agentId: string;
    destAgentId: string | undefined;
    mediaType ?: string | undefined;
}

type ConsultDN = {
    destAgentId: string;
    destinationType: string;
    mediaType: string;
    trackingId ?: string;
};

type ConsultAgent = {
    agentId: string;
    destAgentId: string;
    destAgentDN ?: string;
    destAgentTeamId ?: string;
    destSiteId ?: string;
    mediaType: string;
    trackingId: string;
};

type ConsultQueue = {
    agentId: string;
    queueId: string;
    trackingId: string;
};

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

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

Example Response

const consultResponse = {
  data: {
    agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
    consultMediaResourceId:
      "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1",
    destAgentId: "aad323de-32d8-48c9-af6b-b68dfbabfe20",
    destinationType: "Agent",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          value: "janedoe@gmail.com"
        },
        category: {
          value: "Sales"
        },
        customerName: {
          value: "Jane Doe"
        },
        dn: {
          value: "Desktop"
        },
        entryPointId: {
          value: "AXCqFyz1G2pKap9PI-mW"
        },
        guestId: {
          value:
            "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY"
        },
        mediaChannel: {
          value: "web"
        },
        reason: {
          value: "test"
        },
        reasonCode: {
          value: "Sales"
        },
        ronaTimeout: {
          value: "30"
        },
        roomTitle: {
          value: "Help Jane Doe with Sales"
        },
        taskToBeSelfServiced: {
          value: "false"
        },
        templateId: {
          value: "b57990c0-5ec6-11ea-96ee-5df5aef56329"
        },
        templateName: {
          value: "Desktop"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Chat_Queue"
        }
      },
      callAssociatedDetails: {
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dn: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        reason: "test",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        virtualTeamName: "Chat_Queue"
      },
      callFlowParams: {
        Automation: {
          description: "(vteam, A valid VTeam.)",
          name: "Automation",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Debit: {
          description: "(vteam, A valid VTeam.)",
          name: "Debit",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Sales: {
          description: "(vteam, A valid VTeam.)",
          name: "Sales",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3270",
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dnis: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        reason: "test",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        tenantId: "133",
        virtualTeamName: "Chat_Queue",
        vteamId: "AXCqFyz1G2pKap9PI-mW"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "3270",
      interactionId: "5622d599-40af-11eb-8606-657fd6cc0548",
      isFcManaged: false,
      isTerminated: false,
      media: {
        Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "mainCall",
            mediaMgr: "cmm",
            mediaResourceId:
              "Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1",
            mediaType: "chat",
            participants: [
              "janedoe@gmail.com",
              "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"
            ]
          },
        consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "consult",
            mediaMgr: "cmm",
            mediaResourceId:
              "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1",
            mediaType: "chat",
            participants: [
              "aad323de-32d8-48c9-af6b-b68dfbabfe20",
              "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"
            ]
          }
      },
      mediaChannel: "web",
      mediaType: "chat",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
      participants: {
        "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": {
          channelId: "7272c119-821f-485a-b352-29be1f3f0fff",
          consultState: "consultInitiated",
          consultTimestamp: 1608240860457,
          dn: "9997770110",
          hasJoined: true,
          id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1608240840633,
          lastUpdated: 1608240840633,
          name: "uuip-agent4 uuip-agent4",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061",
          siteId: "473",
          teamId: "962",
          teamName: "Team X",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "aad323de-32d8-48c9-af6b-b68dfbabfe20": {
          channelId: "b1da7e42-2aeb-492b-ad06-115ba8dfa506",
          consultState: null,
          consultTimestamp: null,
          dn: "9997770109",
          hasJoined: false,
          id: "aad323de-32d8-48c9-af6b-b68dfbabfe20",
          isConsulted: true,
          isWrapUp: false,
          joinTimestamp: null,
          lastUpdated: 1608240860436,
          name: "uuip-agent2 uuip-agent2",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "3443f9d7-68de-42a0-a590-176a37a3565a",
          siteId: "473",
          teamId: "962",
          teamName: "Team X",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "janedoe@gmail.com": {
          id: "janedoe@gmail.com",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: [],
      state: "consult"
    },
    interactionId: "5622d599-40af-11eb-8606-657fd6cc0548",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "9f682870-40af-11eb-bc9c-df3ff755538c",
    type: "AgentConsultCreated"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_6dc77353-e810-4751-82ac-dab03e3951c2",
  type: "RoutingMessage"
};

consultConference()

Deprecated: Since May 16, 2025. Use consultConferenceV2() instead.

Initiates a conference request with one of the agents from the list of buddyAgents.

Example

await Desktop.agentContact.consultConference({
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b",
    data: {
        agentId: "43bfcdef-5551-45b1-a8f9-a0b33e66e3fe",
        destAgentId: "f795f41f-3782-44fa-97a4-c8b4dc029477",
        mediaType: "chat"
    }
});

Payload type

type ConsultConferencePayload = {
    interactionId: string;data: ConsultPayload | ConsultDN
}

type ConsultDN = {
    destAgentId: string;
    destinationType: string;
    mediaType: string;
    trackingId ?: string | undefined;
}

type ConsultPayload = {
    agentId: string;
    destAgentId: string | undefined;
    mediaType ?: string | undefined;
}

The following table lists the payload details:

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 isAgentConsultConferenced; else, AgentConsultConferenceFailed.

Example Response

const consultConferenceResponse = {
  data: {
    agentId: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
    consultMediaResourceId:
      "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1",
    destAgentId: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2",
    destinationType: "Agent",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          agentEditable: false,
          displayName: "ani",
          name: "ani",
          type: "STRING",
          value: "displayName"
        },
        appUser: {
          agentEditable: false,
          displayName: "appUser",
          name: "appUser",
          type: "STRING",
          value: "appuser-1212"
        },
        customerName: {
          agentEditable: false,
          displayName: "customerName",
          name: "customerName",
          type: "STRING",
          value: "displayName"
        },
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "AXVP2lxF0G6K4V3pFKRG"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "QA-e2e-SocialQueue"
        }
      },
      callAssociatedDetails: {
        ani: "***********",
        appUser: "appuser-1212",
        customerName: "displayName",
        dn: "********************",
        ronaTimeout: "30",
        virtualTeamName: "QA-e2e-SocialQueue"
      },
      callFlowParams: {},
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "5134",
        ani: "***********",
        appUser: "appuser-1212",
        customerName: "displayName",
        dnis: "********************",
        pauseDuration: "30",
        pauseResumeEnabled: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "82",
        virtualTeamName: "QA-e2e-SocialQueue",
        vteamId: "5134"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "5134",
      interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec",
      isFcManaged: false,
      isTerminated: false,
      media: {
        Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "mainCall",
            mediaMgr: "socialmm",
            mediaResourceId:
              "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1",
            mediaType: "social",
            participants: [
              "displayName",
              "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
              "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2"
            ]
          },
        consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "consult",
            mediaMgr: "socialmm",
            mediaResourceId:
              "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1",
            mediaType: "social",
            participants: [
              "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2",
              "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
              "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2"
            ]
          }
      },
      mediaChannel: "type",
      mediaType: "social",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
      participants: {
        "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf": {
          channelId: "e08a6068-688d-472b-887b-1c5d39c7155f",
          consultState: "conferencing",
          consultTimestamp: 1612431260416,
          dn: "*****",
          hasJoined: true,
          id: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612431253790,
          lastUpdated: 1612431253790,
          name: "social-agent2",
          pType: "Agent",
          queueId: "5134",
          queueMgrId: "aqm",
          sessionId: "a9aa9867-e62f-4415-9ea4-6babace39d4f",
          siteId: "205",
          teamId: "384",
          teamName: "TeamSales",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2": {
          channelId: "841235e4-7052-455b-be64-30f2f3c4a59b",
          consultState: "conferencing",
          consultTimestamp: 1612431260416,
          dn: "*****",
          hasJoined: true,
          id: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2",
          isConsulted: true,
          isWrapUp: false,
          joinTimestamp: 1612431258137,
          lastUpdated: 1612431258137,
          name: "social-agent1",
          pType: "Agent",
          queueId: "5134",
          queueMgrId: "aqm",
          sessionId: "600e7ebb-20aa-4c91-a4f0-ebc596249603",
          siteId: "205",
          teamId: "384",
          teamName: "TeamSales",
          type: "Agent",
          wrapUpTimestamp: null
        },
        displayName: {
          id: "displayName",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: ["AXVP2lxF0G6K4V3pFKRG"],
      state: "conference",
      workflowManager: null
    },
    interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "4a958ace-49a2-49aa-b2e5-8798ede03f13",
    type: "AgentConsultConferenced"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_68c519c8-04f5-48b4-a5cf-609a09ccd765",
  type: "RoutingMessage"
};

consultEnd()

Deprecated: Since May 16, 2025. Use consultEndV2() instead.

Ends a consult request. Note: The end consult call feature is enabled using the isEndConsultEnabled payload. For more information, see Agent State Information Module.

Example

await Desktop.agentContact.consultEnd({
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b",
    isConsult: true
});

Payload type

type RequestPayload = {
    interactionId: string;isConsult: 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, and isConsult is true, the value is AgentConsultEnded; else, AgentConsultConferenceEnded. If the method is unsuccessful, the value is AgentConsultEndFailed.

Example Response

const consultEndResponse = {
  data: {
    agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
    consultMediaResourceId: "f23b5b8a-4b02-451e-b9f5-8517b5bef97c",
    destAgentId: "9fca6158-a8bd-43e6-aeba-e5055aea08c5",
    destinationType: "Agent",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "8895579172"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Outdial Queue-1"
        }
      },
      callAssociatedDetails: {
        dn: "8895579172",
        ronaTimeout: "30",
        virtualTeamName: "Outdial Queue-1"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "3264",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3264",
        dnis: "8895579172",
        isPaused: "false",
        outdialTransferToQueueEnabled: "false",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "133",
        virtualTeamName: "Outdial Queue-1",
        vteamId: "AXCLfZZU9S1oTdqE1OFZ"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "3264",
      interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1dd08726-bca5-4ce8-9b51-b20dca8ab154": {
          holdTimestamp: 1612356600241,
          isHold: true,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
          mediaType: "telephony",
          participants: [""]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
      participants: {
        "": {
          id: "",
          pType: "Customer",
          type: "Customer"
        },
        "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
          channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8",
          consultState: null,
          consultTimestamp: null,
          dn: "8895579172",
          hasJoined: true,
          id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612354635705,
          lastUpdated: 1612354635705,
          name: "John Doe",
          pType: "Agent",
          queueId: "3264",
          queueMgrId: "aqm",
          sessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
          siteId: "472",
          teamId: "960",
          teamName: "Email_Team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: [],
      state: "connected",
      workflowManager: null
    },
    interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "f7c7ecd2-ef27-4273-bc11-1543bddc8810",
    type: "AgentConsultEnded"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_860d1e16-88b8-4d6c-8bac-18075d72a7e8",
  type: "RoutingMessage"
};

decline()

Declines a consult request.

Example

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

Payload type

type RequestPayload = {
    interactionId: string;
    data: declinePayload;
    isConsult: boolean
}

type declinePayload = {
    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, and isConsult is true, the value is AgentConsultFailed; else, AgentOfferContactRona.

Example Response

const declineResponse = {
  data: {
    agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
    destAgentId: "f795f41f-3782-44fa-97a4-c8b4dc029477",
    destinationType: "Agent",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {},
      callAssociatedDetails: {},
      callFlowParams: {},
      callProcessingDetails: {},
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "",
      interactionId: "9ad96648-415b-11eb-881c-ed6dd0d45a04",
      isFcManaged: false,
      isTerminated: false,
      media: {},
      mediaChannel: "none",
      mediaType: "none",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: null,
      participants: {},
      previousVTeams: [],
      state: "none",
      workflowManager: null
    },
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    reason: "Test",
    reasonCode: 500,
    trackingId: "2037cb70-653d-11eb-8a11-a3c35f103d4b",
    type: "AgentConsultFailed"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_a241b1c4-3d42-4ad0-8738-71b1e7611550",
  type: "RoutingMessage"
};

cancelCtq()

Cancels a consult to queue request.

Example

await Desktop.agentContact.cancelCtq({
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b",
    data: {
        agentId: "f795f41f-3782-44fa-97a4-c8b4dc029477",
        queueId: "3268"
    }
});

Payload type

type CancelCtqPayload = {
    interactionId: string;
    data: { agentId: string; queueId: 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 AgentCtqCancelled; else, AgentCtqCancelFailed.

Example Response

const cancelCtqResponse = {
  data: {
    agentId: "a96ffe92-f5c8-4715-9427-fa32a7e57ccc",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {},
      callAssociatedDetails: {},
      callFlowParams: {},
      callProcessingDetails: {},
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "",
      interactionId: "9ad96648-415b-11eb-881c-ed6dd0d45a04",
      isFcManaged: false,
      isTerminated: false,
      media: {},
      mediaChannel: "none",
      mediaType: "none",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: null,
      participants: {},
      previousVTeams: [],
      state: "none"
    },
    interactionId: "c8e35eec-a977-409b-922d-7d2825c63cf2",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueId: "7352",
    queueMgr: "aqm",
    trackingId: "ee2bc7e0-50c8-11eb-a1f8-5d0ad357b8a5",
    type: "AgentCtqCancelled"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_908141bb-3f1f-43fe-b7e2-5a132c97745f",
  type: "RoutingMessage"
};

consultV2()

Initiates a consult request with an agent, a dial number (DN), a entrypoint or a queue.

Note: The consult call to queue feature is enabled using the allowConsultToQueue payload. For more information, see Agent State Information Module.

Example

await Desktop.agentContact.consultV2({
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b",
    data: {
        to: "43bfcdef-5551-45b1-a8f9-a0b33e66e3fe",
        destinationType: "agent",
        holdParticipants: true
    }
});

Payload type

type consultDataV2 = {
  to: string | undefined;
  destinationType: string;
  holdParticipants?: 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 AgentConsultCreated; else, AgentCtqFailed or AgentConsultFailed.

Example Response

const consultResponse = {
  data: {
    agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
    consultMediaResourceId:
      "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1",
    destAgentId: "aad323de-32d8-48c9-af6b-b68dfbabfe20",
    destinationType: "Agent",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          value: "janedoe@gmail.com"
        },
        category: {
          value: "Sales"
        },
        customerName: {
          value: "Jane Doe"
        },
        dn: {
          value: "Desktop"
        },
        entryPointId: {
          value: "AXCqFyz1G2pKap9PI-mW"
        },
        guestId: {
          value:
            "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY"
        },
        mediaChannel: {
          value: "web"
        },
        reason: {
          value: "test"
        },
        reasonCode: {
          value: "Sales"
        },
        ronaTimeout: {
          value: "30"
        },
        roomTitle: {
          value: "Help Jane Doe with Sales"
        },
        taskToBeSelfServiced: {
          value: "false"
        },
        templateId: {
          value: "b57990c0-5ec6-11ea-96ee-5df5aef56329"
        },
        templateName: {
          value: "Desktop"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Chat_Queue"
        }
      },
      callAssociatedDetails: {
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dn: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        reason: "test",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        virtualTeamName: "Chat_Queue"
      },
      callFlowParams: {
        Automation: {
          description: "(vteam, A valid VTeam.)",
          name: "Automation",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Debit: {
          description: "(vteam, A valid VTeam.)",
          name: "Debit",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Sales: {
          description: "(vteam, A valid VTeam.)",
          name: "Sales",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3270",
        ani: "janedoe@gmail.com",
        category: "Sales",
        customerName: "Jane Doe",
        dnis: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS81NzNiODg1Mi1kZjM3LTRlODEtOGMxMi1mZjkyMTE3MmQ1NzY",
        mediaChannel: "web",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        reason: "test",
        reasonCode: "Sales",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Sales",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        tenantId: "133",
        virtualTeamName: "Chat_Queue",
        vteamId: "AXCqFyz1G2pKap9PI-mW"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "3270",
      interactionId: "5622d599-40af-11eb-8606-657fd6cc0548",
      isFcManaged: false,
      isTerminated: false,
      media: {
        Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "mainCall",
            mediaMgr: "cmm",
            mediaResourceId:
              "Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1",
            mediaType: "chat",
            participants: [
              "janedoe@gmail.com",
              "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"
            ]
          },
        consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "consult",
            mediaMgr: "cmm",
            mediaResourceId:
              "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1",
            mediaType: "chat",
            participants: [
              "aad323de-32d8-48c9-af6b-b68dfbabfe20",
              "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed"
            ]
          }
      },
      mediaChannel: "web",
      mediaType: "chat",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
      participants: {
        "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": {
          channelId: "7272c119-821f-485a-b352-29be1f3f0fff",
          consultState: "consultInitiated",
          consultTimestamp: 1608240860457,
          dn: "9997770110",
          hasJoined: true,
          id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1608240840633,
          lastUpdated: 1608240840633,
          name: "uuip-agent4 uuip-agent4",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "b8c096ab-f9a0-49be-9efd-f8c78e1a7061",
          siteId: "473",
          teamId: "962",
          teamName: "Team X",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "aad323de-32d8-48c9-af6b-b68dfbabfe20": {
          channelId: "b1da7e42-2aeb-492b-ad06-115ba8dfa506",
          consultState: null,
          consultTimestamp: null,
          dn: "9997770109",
          hasJoined: false,
          id: "aad323de-32d8-48c9-af6b-b68dfbabfe20",
          isConsulted: true,
          isWrapUp: false,
          joinTimestamp: null,
          lastUpdated: 1608240860436,
          name: "uuip-agent2 uuip-agent2",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "3443f9d7-68de-42a0-a590-176a37a3565a",
          siteId: "473",
          teamId: "962",
          teamName: "Team X",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "janedoe@gmail.com": {
          id: "janedoe@gmail.com",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: [],
      state: "consult"
    },
    interactionId: "5622d599-40af-11eb-8606-657fd6cc0548",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vNjJkYjBmMzAtNDBhZi0xMWViLWE3ZGItYjkyYTZkMmI5NTI1",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "9f682870-40af-11eb-bc9c-df3ff755538c",
    type: "AgentConsultCreated"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_6dc77353-e810-4751-82ac-dab03e3951c2",
  type: "RoutingMessage"
};

consultEndV2()

Ends a consult request. Note: The end consult call feature is enabled using the isEndConsultEnabled payload. For more information, see Agent State Information Module.

Example

await Desktop.agentContact.consultEndV2({
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b",
    isConsult: true
});

Payload type

type RequestPayload = {
    interactionId: string;isConsult: boolean;isSecondaryEpDnAgent?: boolean;queueId?: 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, and isConsult is true, the value is AgentConsultEnded; else, AgentConsultConferenceEnded. If the method is unsuccessful, the value is AgentConsultEndFailed.

Example Response

const consultEndResponse = {
  data: {
    agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
    consultMediaResourceId: "f23b5b8a-4b02-451e-b9f5-8517b5bef97c",
    destAgentId: "9fca6158-a8bd-43e6-aeba-e5055aea08c5",
    destinationType: "Agent",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "8895579172"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "Outdial Queue-1"
        }
      },
      callAssociatedDetails: {
        dn: "8895579172",
        ronaTimeout: "30",
        virtualTeamName: "Outdial Queue-1"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "3264",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3264",
        dnis: "8895579172",
        isPaused: "false",
        outdialTransferToQueueEnabled: "false",
        pauseDuration: "10",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "133",
        virtualTeamName: "Outdial Queue-1",
        vteamId: "AXCLfZZU9S1oTdqE1OFZ"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "3264",
      interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "1dd08726-bca5-4ce8-9b51-b20dca8ab154": {
          holdTimestamp: 1612356600241,
          isHold: true,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
          mediaType: "telephony",
          participants: [""]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
      participants: {
        "": {
          id: "",
          pType: "Customer",
          type: "Customer"
        },
        "7c867aa9-ec768-341a-b767-e5hd6ae7g701": {
          channelId: "0717a2ce-76cd-4ba4-9053-71f2c78168b8",
          consultState: null,
          consultTimestamp: null,
          dn: "8895579172",
          hasJoined: true,
          id: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612354635705,
          lastUpdated: 1612354635705,
          name: "John Doe",
          pType: "Agent",
          queueId: "3264",
          queueMgrId: "aqm",
          sessionId: "3d017488-527a-4e89-9313-5d4eb353c789",
          siteId: "472",
          teamId: "960",
          teamName: "Email_Team",
          type: "Agent",
          wrapUpTimestamp: null
        }
      },
      previousVTeams: [],
      state: "connected",
      workflowManager: null
    },
    interactionId: "1dd08726-bca5-4ce8-9b51-b20dca8ab154",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "f7c7ecd2-ef27-4273-bc11-1543bddc8810",
    type: "AgentConsultEnded"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_860d1e16-88b8-4d6c-8bac-18075d72a7e8",
  type: "RoutingMessage"
};

consultConferenceV2()

Initiates a conference request with consulting agent.

Example

await Desktop.agentContact.consultConferenceV2({
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b",
    data: {
      to: "b66d035d-b547-11ea-984b-d3128111cedb",
      destinationType: "agent",
    }
});

Payload type

type consultConferenceDataV2 = {
  to: string | undefined;
  destinationType: 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 isAgentConsultConferenced; else, AgentConsultConferenceFailed.

Example Response

const consultConferenceResponse = {
  data: {
    agentId: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
    consultMediaResourceId:
      "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1",
    destAgentId: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2",
    destinationType: "Agent",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          agentEditable: false,
          displayName: "ani",
          name: "ani",
          type: "STRING",
          value: "displayName"
        },
        appUser: {
          agentEditable: false,
          displayName: "appUser",
          name: "appUser",
          type: "STRING",
          value: "appuser-1212"
        },
        customerName: {
          agentEditable: false,
          displayName: "customerName",
          name: "customerName",
          type: "STRING",
          value: "displayName"
        },
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "AXVP2lxF0G6K4V3pFKRG"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "QA-e2e-SocialQueue"
        }
      },
      callAssociatedDetails: {
        ani: "***********",
        appUser: "appuser-1212",
        customerName: "displayName",
        dn: "********************",
        ronaTimeout: "30",
        virtualTeamName: "QA-e2e-SocialQueue"
      },
      callFlowParams: {},
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "5134",
        ani: "***********",
        appUser: "appuser-1212",
        customerName: "displayName",
        dnis: "********************",
        pauseDuration: "30",
        pauseResumeEnabled: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "82",
        virtualTeamName: "QA-e2e-SocialQueue",
        vteamId: "5134"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "5134",
      interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec",
      isFcManaged: false,
      isTerminated: false,
      media: {
        Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "mainCall",
            mediaMgr: "socialmm",
            mediaResourceId:
              "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1",
            mediaType: "social",
            participants: [
              "displayName",
              "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
              "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2"
            ]
          },
        consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "consult",
            mediaMgr: "socialmm",
            mediaResourceId:
              "consult_Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1",
            mediaType: "social",
            participants: [
              "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2",
              "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
              "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2"
            ]
          }
      },
      mediaChannel: "type",
      mediaType: "social",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
      participants: {
        "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf": {
          channelId: "e08a6068-688d-472b-887b-1c5d39c7155f",
          consultState: "conferencing",
          consultTimestamp: 1612431260416,
          dn: "*****",
          hasJoined: true,
          id: "337c1cca-d79b-44fc-8d8e-20d1b5e4dadf",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612431253790,
          lastUpdated: 1612431253790,
          name: "social-agent2",
          pType: "Agent",
          queueId: "5134",
          queueMgrId: "aqm",
          sessionId: "a9aa9867-e62f-4415-9ea4-6babace39d4f",
          siteId: "205",
          teamId: "384",
          teamName: "TeamSales",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2": {
          channelId: "841235e4-7052-455b-be64-30f2f3c4a59b",
          consultState: "conferencing",
          consultTimestamp: 1612431260416,
          dn: "*****",
          hasJoined: true,
          id: "cdf786ef-3285-4b2f-8ef9-3cf8a4c755c2",
          isConsulted: true,
          isWrapUp: false,
          joinTimestamp: 1612431258137,
          lastUpdated: 1612431258137,
          name: "social-agent1",
          pType: "Agent",
          queueId: "5134",
          queueMgrId: "aqm",
          sessionId: "600e7ebb-20aa-4c91-a4f0-ebc596249603",
          siteId: "205",
          teamId: "384",
          teamName: "TeamSales",
          type: "Agent",
          wrapUpTimestamp: null
        },
        displayName: {
          id: "displayName",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: ["AXVP2lxF0G6K4V3pFKRG"],
      state: "conference",
      workflowManager: null
    },
    interactionId: "1da228dc-66cc-11eb-b852-ed71847d1aec",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vNGQ5NGJmMjAtYjYwZi0xMWVhLTk0YjAtNzdjZDBkYWVjNDA1",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "4a958ace-49a2-49aa-b2e5-8798ede03f13",
    type: "AgentConsultConferenced"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_68c519c8-04f5-48b4-a5cf-609a09ccd765",
  type: "RoutingMessage"
};

exitConference()

exits a conference request. Note: The end consult call feature is enabled using the isEndConsultEnabled payload. For more information, see Agent State Information Module.

Example

await Desktop.agentContact.exitConference({
    interactionId: "a26d035d-b547-11ea-984b-d3128111ce6b"
});

Payload type

type ExitConferencePayload = {
    interactionId: string;
};

The following table lists the payload details:

Returns{Object} The object with the retrieved data.

Note: The successful response example has type: "AgentConsultConferenceEnded". Subscribe to eAgentConsultConferenceEndFailed to handle a failed conference-end request; see Contact Events and Subscriptions.

Example Response

const exitConferenceResponse = {
  "data": {
    "agentId": "366f2a3a-dd91-482f-b57e-1abf93dda1f7",
    "consultMediaResourceId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2",
    "destAgentId": "3b05f0e9-48e5-40c9-8923-c50e9b0b22a7",
    "destinationType": "Agent",
    "eventTime": 1728979843658,
    "eventType": "RoutingMessage",
    "force": false,
    "interaction": {
      "callAssociatedData": {
        "CallDate": {
          "agentEditable": true,
          "agentViewable": true,
          "displayName": "CallDate",
          "global": false,
          "isSecure": false,
          "name": "CallDate",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "DATETIME",
          "value": "2024-10-15T08:09:54.214Z[UTC]"
        },
        "Customer_Name": {
          "agentEditable": true,
          "agentViewable": true,
          "displayName": "Customer_Name",
          "global": false,
          "isSecure": false,
          "name": "Customer_Name",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "ModiJi"
        },
        "Global_FeedbackSurveyOptIn": {
          "agentEditable": true,
          "agentViewable": true,
          "displayName": "Post Call Survey Opt-in",
          "global": true,
          "isSecure": false,
          "name": "Global_FeedbackSurveyOptIn",
          "reportable": true,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "uninitialized"
        },
        "Global_Language": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "Customer Language",
          "global": true,
          "isSecure": false,
          "name": "Global_Language",
          "reportable": true,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "en-US"
        },
        "Global_TestKey": {
          "agentEditable": true,
          "agentViewable": true,
          "displayName": "Global Test Key",
          "global": true,
          "isSecure": true,
          "name": "Global_TestKey",
          "reportable": false,
          "secureKeyId": "root",
          "secureKeyVersion": 3,
          "type": "STRING",
          "value": "eYXFa2Myvp7U0sIDvJDtKw==."
        },
        "TestKey": {
          "agentEditable": true,
          "agentViewable": true,
          "displayName": "Test Key 1",
          "global": false,
          "isSecure": false,
          "name": "TestKey",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "TestValue"
        },
        "TestSameerGlobal": {
          "agentEditable": true,
          "agentViewable": true,
          "displayName": "TestGlobal",
          "global": true,
          "isSecure": false,
          "name": "TestSameerGlobal",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "Sameer-value"
        },
        "ani": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "ani",
          "global": false,
          "isSecure": false,
          "name": "ani",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "9487554325"
        },
        "dn": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "dn",
          "global": false,
          "isSecure": false,
          "name": "dn",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "+15109024298"
        },
        "ronaTimeout": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "ronaTimeout",
          "global": false,
          "isSecure": false,
          "name": "ronaTimeout",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "25"
        },
        "test3": {
          "agentEditable": true,
          "agentViewable": true,
          "displayName": "test3-new",
          "global": false,
          "isSecure": false,
          "name": "test3",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "INTEGER",
          "value": "0"
        },
        "virtualTeamName": {
          "agentEditable": false,
          "agentViewable": true,
          "displayName": "virtualTeamName",
          "global": false,
          "isSecure": false,
          "name": "virtualTeamName",
          "reportable": false,
          "secureKeyId": "",
          "secureKeyVersion": 0,
          "type": "STRING",
          "value": "Queue_MCM"
        }
      },
      "callAssociatedDetails": {
        "ani": "9487554325",
        "dn": "+15109024298",
        "ronaTimeout": "25",
        "virtualTeamName": "Queue_MCM"
      },
      "callFlowParams": {},
      "callProcessingDetails": {
        "CONSULTED_AGENT_QUEUE_ID": "0025a125-4d2c-4e1a-833d-909e95a389cc",
        "CONTINUE_RECORDING_ON_TRANSFER": "true",
        "EP_ID": "8befa99f-903e-4c33-8311-19666546b810",
        "QMgrName": "aqm",
        "QueueId": "0025a125-4d2c-4e1a-833d-909e95a389cc",
        "ani": "9487554325",
        "checkAgentAvailability": "false",
        "customerRegion": "intgus1",
        "dnis": "+15109024298",
        "fcDesktopView": "eNqVj0EKwjAQRe8y6xSsuuoFXAhump2ITHUWgXQSxzQgJXe3Ikg0irob/n8D/43gna9cJIFmOwJjT9AAsgEFEcVgZ6ml05TNIKkHcOSir/M+GgkDWk3Yb27JKzzPYXGM2vTkhlCAixzUdA5ruhTQEtJOgeFAgodgHFcemexfRt8W178uflJbWdeh3X8aXti100ly/3qrma7bbY9I",
        "fceRegisteredEvents": "",
        "flowTagId": "Latest",
        "isParked": "false",
        "mohFileName": "defaultmusic_on_hold.wav",
        "participantInviteTimeout": "false",
        "pauseDuration": "15",
        "pauseResumeEnabled": "true",
        "priority": "10",
        "queuedDestinationID": "0025a125-4d2c-4e1a-833d-909e95a389cc",
        "queuedTo": "Queue",
        "recordInProgress": "true",
        "recordingStarted": "true",
        "ronaTimeout": "25",
        "taskToBeSelfServiced": "false",
        "tenantId": "58f1a59e-245c-4536-9ee4-06560658e493",
        "virtualTeamName": "Queue_MCM",
        "vteamId": "0025a125-4d2c-4e1a-833d-909e95a389cc",
        "workflowId": "62a165a995fe092e845f4804",
        "workflowName": "FlowSameer"
      },
      "contactDirection": { "type": "INBOUND" },
      "createdTimestamp": 1728979793852,
      "currentVTeam": "0025a125-4d2c-4e1a-833d-909e95a389cc",
      "interactionId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2",
      "isFcManaged": true,
      "isMediaForked": false,
      "isTerminated": false,
      "mainInteractionId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2",
      "media": {
        "0b09cfec-feea-4ccf-a78a-b7b06d485be2": {
          "holdTimestamp": null,
          "isHold": false,
          "mType": "mainCall",
          "mediaMgr": "callmm",
          "mediaResourceId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2",
          "mediaType": "telephony",
          "participants": ["9487554325", "3b05f0e9-48e5-40c9-8923-c50e9b0b22a7"]
        }
      },
      "mediaChannel": "telnyx",
      "mediaProperties": null,
      "mediaType": "telephony",
      "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
      "outboundType": null,
      "owner": "366f2a3a-dd91-482f-b57e-1abf93dda1f7",
      "parentInteractionId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2",
      "participants": {
        "366f2a3a-dd91-482f-b57e-1abf93dda1f7": {
          "autoAnswerEnabled": true,
          "bnrDetails": null,
          "callerId": null,
          "channelId": "7be4ef42-e2d8-450c-b89c-84c966539fc0",
          "consultState": null,
          "consultTimestamp": null,
          "deviceCallId": null,
          "deviceId": null,
          "deviceType": null,
          "dn": "webrtc-366f2a3a-dd91-482f-b57e-1abf93dda1f7",
          "hasJoined": true,
          "hasLeft": true,
          "id": "366f2a3a-dd91-482f-b57e-1abf93dda1f7",
          "isConsulted": false,
          "isInPredial": false,
          "isOffered": true,
          "isWrapUp": true,
          "isWrappedUp": false,
          "joinTimestamp": 1728979798880,
          "lastUpdated": 1728979843589,
          "name": "vik intg3",
          "pType": "Agent",
          "queueId": "0025a125-4d2c-4e1a-833d-909e95a389cc",
          "queueMgrId": "aqm",
          "sessionId": "226f136d-c3ac-4440-98c8-e4ff2ada91b2",
          "siteId": "b302fbf4-28b8-4b56-add0-162e2464db89",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "bdd276cd-d051-4b80-bd6e-9fb9eec18b99",
          "teamName": "Team-Minions",
          "type": "Agent",
          "wrapUpTimestamp": 1728979843589
        },
        "3b05f0e9-48e5-40c9-8923-c50e9b0b22a7": {
          "autoAnswerEnabled": false,
          "bnrDetails": null,
          "callerId": null,
          "channelId": "83160396-10a1-460b-bc12-9d151050fb08",
          "consultState": null,
          "consultTimestamp": null,
          "deviceCallId": null,
          "deviceId": null,
          "deviceType": null,
          "dn": "webrtc-3b05f0e9-48e5-40c9-8923-c50e9b0b22a7",
          "hasJoined": true,
          "hasLeft": false,
          "id": "3b05f0e9-48e5-40c9-8923-c50e9b0b22a7",
          "isConsulted": false,
          "isInPredial": false,
          "isOffered": true,
          "isWrapUp": false,
          "isWrappedUp": false,
          "joinTimestamp": 1728979815616,
          "lastUpdated": 1728979815616,
          "name": "vik intg2",
          "pType": "Agent",
          "queueId": "0025a125-4d2c-4e1a-833d-909e95a389cc",
          "queueMgrId": "aqm",
          "sessionId": "b97fc378-c09d-43f0-8bf0-18294ab8d208",
          "siteId": "b302fbf4-28b8-4b56-add0-162e2464db89",
          "skillId": null,
          "skillName": null,
          "skills": [],
          "teamId": "bdd276cd-d051-4b80-bd6e-9fb9eec18b99",
          "teamName": "Team-Minions",
          "type": "Agent",
          "wrapUpTimestamp": null
        },
        "9487554325": {
          "callerId": null,
          "hasJoined": true,
          "hasLeft": false,
          "id": "9487554325",
          "isInPredial": false,
          "pType": "Customer",
          "type": "Customer"
        }
      },
      "previousVTeams": ["8befa99f-903e-4c33-8311-19666546b810"],
      "queuedTimestamp": null,
      "state": "connected",
      "workflowManager": null
    },
    "interactionId": "0b09cfec-feea-4ccf-a78a-b7b06d485be2",
    "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
    "queueMgr": "aqm",
    "trackingId": "05bcf437-d798-4c85-a70e-ce711de3c785",
    "type": "AgentConsultConferenceEnded"
  },
  "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
  "trackingId": "notifs_2a563687-b74d-4cbb-8679-94aa349c5a13",
  "type": "RoutingMessage"
}

buddyAgentsV2()

Fetches the list of agents available for consult call and conference call.

Example

await Desktop.agentContact.buddyAgentsV2({
    data: {
        agentProfileId: "AXCLfZhH9S1oTdqE1OFw",
        channelName: "chat",
        state: "Available"
    }
});

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 BuddyAgents; else, BuddyAgentsRetrieveFailed.

Example Response

BuddyAgentResponse = {
  data: {
    agentId: "7c867aa9-ec768-341a-b767-e5hd6ae7g701",
    agentList: [],
    agentSessionId: "25f31485-f41c-4cca-abe5-e12b80735715",
    eventType: "AgentDesktopMessage",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    trackingId: "1a2737c0-6704-11eb-9a89-971a3ca976b4",
    type: "BuddyAgents"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_49119bed-6dbc-48e6-89fa-9dde8da3fc3e",
  type: "BuddyAgents"
};

dropConferenceParticipant()

Removes a participant from an active conference.

Note: Only the primary agent on the conference can drop other participants from the conference.

Example

await Desktop.agentContact.dropConferenceParticipant({
    interactionId: "706fa9d9-7561-4f57-b306-62bfaa5285db",
    data: {
        participantId: "66809250-2cb9-411a-8c63-8cab91bc4d1b"
    }
});

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 ParticipantLeftConference; else, ParticipantDropConferenceFailed.

Example Response

const dropConferenceParticipantResponse = {
  "data": {
    "droppedById": "b99c0871-b4da-4f36-9346-5bc1021e9a52",
    "eventTime": 1783673778329,
    "eventType": "RoutingMessage",
    "interaction": {
      "callAssociatedData": {
        // Nested fields omitted for brevity.
      },
      "callAssociatedDetails": {
        // Nested fields omitted for brevity.
      },
      "callFlowParams": {},
      "callProcessingDetails": {
        // Nested fields omitted for brevity.
      },
      "campaignOutboundType": null,
      "contactDirection": { "type": "INBOUND" },
      "createdTimestamp": 1783673737101,
      "currentVTeam": "a943338b-2920-48c1-a05e-bbe0a326c02a",
      "flowProperties": null,
      "interactionId": "706fa9d9-7561-4f57-b306-62bfaa5285db",
      "isFcManaged": true,
      "isMediaForked": false,
      "isTerminated": false,
      "mainInteractionId": "706fa9d9-7561-4f57-b306-62bfaa5285db",
      "media": {
        // Nested fields omitted for brevity.
      },
      "mediaChannel": "telnyx",
      "mediaProperties": null,
      "mediaType": "telephony",
      "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
      "outboundType": null,
      "owner": "b99c0871-b4da-4f36-9346-5bc1021e9a52",
      "parentInteractionId": "706fa9d9-7561-4f57-b306-62bfaa5285db",
      "participants": {
        // Nested fields omitted for brevity.
      },
      "previousVTeams": ["6941634b-c781-4d0a-8d70-bd2a2174dcd7"],
      "queuedTimestamp": null,
      "segments": {
        // Nested fields omitted for brevity.
      },
      "state": "connected",
      "workflowManager": null
    },
    "interactionId": "706fa9d9-7561-4f57-b306-62bfaa5285db",
    "leftParticipant": null,
    "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
    "participantId": "66809250-2cb9-411a-8c63-8cab91bc4d1b",
    "participantType": "Agent",
    "queueMgr": "aqm",
    "reason": null,
    "reasonCode": null,
    "trackingId": "d8593cf5-8a6e-4ab4-a09e-64df1ab08497",
    "type": "ParticipantLeftConference"
  },
  "orgId": "58f1a59e-245c-4536-9ee4-06560658e493",
  "trackingId": "notifs_705a6646-2185-4752-a5d6-1a7c1dd579ab",
  "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