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 Module

The Desktop.agentContact module makes requests and listens to notification events related to the agent-contact entity, such as the arrival of a new task.

Example

The Desktop SDK Reference lists the contact methods and links to their request payloads. Subscribe to the events your widget needs, and keep the handler reference so you can remove it when the widget disconnects.

const onAssigned = message => console.log(message);
Desktop.agentContact.addEventListener("eAgentContactAssigned", onAssigned);

// When the widget disconnects:
function cleanupAssignedListener() {
  Desktop.agentContact.removeEventListener("eAgentContactAssigned", onAssigned);
}

Example Response

// Common fields in contact-event data. Fields vary by event and may be absent.
type AgentContactEventData = {
    mediaResourceId?: string;
    eventType?: string;
    agentId?: string;
    destAgentId?: string | null;
    trackingId?: string;
    consultMediaResourceId?: string | null;
    interaction?: {
        isFcManaged?: boolean;
        isTerminated?: boolean;
        mediaType?: "email" | "chat" | "telephony" | "social" | "sms" | "facebook" | string;
        previousVTeams?: string[];
        state?: string;
        currentVTeam?: string;
        participants?: Record<string, unknown>;
        interactionId?: string;
        orgId?: string;
        owner?: string;
    },
    interactionId?: string;
    orgId?: string;
    owner?: string;
    queueMgr?: string;
    type?: string;
    ronaTimeout?: number;
    isConsulted?: boolean;
    isConferencing?: boolean;
    updatedBy?: string;
    destinationType?: string;
}

anchorAsynchronous Events

In order to subscribe to asynchronous events, use the following events:

• eAgentContact

• eAgentContactAssigned
• eAgentContactAssignFailed
• eAgentContactEnded
• eAgentContactWrappedUp
• eAgentContactAniUpdated
• eAgentOfferContact
• eAgentOfferContactRona
• eAgentOfferConsult
• eAgentWrapup
• eAgentContactHeld
• eAgentContactUnHeld
• eCallRecordingStarted
• eResumeRecording
• ePauseRecording
• eConsultTransfer
• eAgentblindTransferred
• eAgentvteamTransfer
• eAgentConsultCreated
• eAgentConsultConferenced
• eAgentConsultEnded
• eAgentCtqCancelled
• eAgentConsultConferenceEnded
• eAgentConsulting
• eAgentConsultFailed
• eAgentConsultEndFailed
• eAgentCtqFailed
• eAgentCtqCancelFailed
• eAgentConsultConferenceEndFailed
• eAgentMonitorStateChanged
• eAgentMonitoringEnded
• eAgentOfferCampaignReserved
• eAgentAddCampaignReserved
• eParticipantLeftConference
• eAgentConsultTransferring
• eAgentConsultConferencing
• eParticipantJoinedConference
• eContactOwnerChanged
• eAgentCampaignContactUpdated

Example

const onAssigned = (message) => console.log("Contact assigned:", message);
Desktop.agentContact.addEventListener("eAgentContactAssigned", onAssigned);

// During widget teardown:
function cleanupAssignedListener() {
  Desktop.agentContact.removeEventListener("eAgentContactAssigned", onAssigned);
}

To remove an event subscription in order to avoid memory leaks, use the following options:

// Module supports removing added listeners like:
const listener = (msg) => console.log(msg);
Desktop.agentContact.addEventListener("eAgentContact", listener);
Desktop.agentContact.removeEventListener("eAgentContact", listener);

// Module supports one-time added listeners like:
Desktop.agentContact.addOnceEventListener("eAgentContact", listener);
Desktop.agentContact.removeOnceEventListener("eAgentContact", listener);

// Module supports removing all listeners like:
Desktop.agentContact.removeAllEventListeners();

Note: It is recommended to rely on the events, than on the responses of the asynchronous events such as stateChange.

Desktop custom widgets will receive events only when they are mounted. For a widget to be mounted always, you can consider persistent widgets or headless widgets. When you switch between pages, the widgets are unmounted from the previous page, and the changes made to widgets are lost. For more information, see the Custom Widgets section and Create custom desktop layout in Webex Help Center.

Listener Methods

addEventListener(event, handler)

Adds an event listener. This method listens to a particular event if generated. The event name can be specified as a string to the parameter.

Example

Desktop.agentContact.addEventListener("eAgentContact", msg => console.log(msg));

Parameters

removeEventListener(event, handler)

Removes an added event listener that has been attached with the addEventListener() method.

Example

const handler = (msg) => console.log(msg);
Desktop.agentContact.addEventListener("eAgentContact", handler);

// During widget cleanup, remove the same function reference.
function cleanupListener() {
  Desktop.agentContact.removeEventListener("eAgentContact", handler);
}

Parameters

addOnceEventListener(event, handler)

Adds a one-time event listener.

Example

Desktop.agentContact.addOnceEventListener(
  "eAgentContact",
  (msg) => console.log(msg)
);

Parameters

removeOnceEventListener(event, handler)

Removes a one-time added event listener.

Example

const handler = (msg) => console.log(msg);
Desktop.agentContact.addOnceEventListener("eAgentContact", handler);

// During widget cleanup, remove the same function reference.
function cleanupListener() {
  Desktop.agentContact.removeOnceEventListener("eAgentContact", handler);
}

Parameters

removeAllEventListeners()

Removes all added event listeners.

Example

Desktop.agentContact.removeAllEventListeners();

Contact Event Catalog

eAgentContact

Loads the desktop with the agent tasks.

Example

Desktop.agentContact.addEventListener(
  "eAgentContact",
  (msg) => console.log(msg)
);

Example Response

const eAgentContact = {
  type: "RoutingMessage",
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_6f0ee13d-bb2f-4600-8631-c7d86fb08dfe",
  data: {
    mediaResourceId: "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a",
    eventType: "RoutingMessage",
    agentId: "9738292f-3a68-4909-bdea-b541cccd6935",
    trackingId: "68bca42c-8a50-4cf1-8c18-f5229b04afa9",
    interaction: {
      isFcManaged: false,
      isTerminated: false,
      mediaType: "telephony",
      previousVTeams: ["AXCZ0YCAXrf9I0XFBI7b"],
      state: "new",
      currentVTeam: "3268",
      participants: {
        "+19997770095": {
          id: "+19997770095",
          pType: "Customer",
          type: "Customer"
        },
        "9738292f-3a68-4909-bdea-b541cccd6935": {
          joinTimestamp: null,
          name: "",
          pType: "Agent",
          teamName: "Email_Team",
          lastUpdated: 1593440068730,
          teamId: "960",
          isConsulted: false,
          hasJoined: false,
          dn: "9997770093",
          queueId: "3268",
          id: "9738292f-3a68-4909-bdea-b541cccd6935",
          sessionId: "054ebc22-b34e-4e1b-8730-da294093f813",
          queueMgrId: "aqm",
          siteId: "472",
          type: "Agent",
          channelId: "53e05ff1-69c7-425f-a660-5f9e21f0a4bb",
          isWrapUp: false
        }
      },
      interactionId: "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      callProcessingDetails: {
        QMgrName: "aqm",
        taskToBeSelfServiced: "false",
        ani: "+19997770095",
        dnis: "+12147659000",
        tenantId: "133",
        QueueId: "3268",
        vteamId: "3268",
        jscriptId: "AXCZ4c3mjkwgAuS7vSIU",
        virtualTeamName: "Queue - Telephony",
        customerName: "Jane Doe",
        ronaTimeout: "30",
        reasonCode: "Credit",
        IvrPath: " EOI",
        pathId: " StartCall PlayDone out out out"
      },
      media: {
        "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a": {
          mediaResourceId: "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a",
          mediaType: "telephony",
          mediaMgr: "vmm",
          participants: ["+19997770095"],
          mType: "mainCall",
          isHold: false
        }
      },
      owner: "9738292f-3a68-4909-bdea-b541cccd6935",
      mediaChannel: "broadcloud",
      contactDirection: {
        type: "INBOUND"
      },
      callFlowParams: {
        Play2: {
          name: "Play2",
          qualifier: "",
          description: "(A valid text.)",
          valueDataType: "string",
          value: "Welcome to Contact Center"
        },
        Queue3: {
          name: "Queue3",
          qualifier: "vteam",
          description: "(vteam, A valid VTeam.)",
          valueDataType: "string",
          value: "3268"
        }
      }
    },
    interactionId: "80c213d5-2747-4bf4-8a0c-9c45b0afdf2a",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    type: "AgentContact",
    isConsulted: false,
    consultMediaResourceId: null
  }
};

eAgentContactAssigned

New task or contact has been assigned successfully.

Example

Desktop.agentContact.addEventListener(
  "eAgentContactAssigned",
  (msg) => console.log(msg)
);

For more information on example response, see accept.

eAgentContactAssignFailed

Assigned task or contact did not succeed.

Example

Desktop.agentContact.addEventListener(
  "eAgentContactAssignFailed",
  (msg) => console.log(msg)
);

For more information on example response, see accept.

eAgentContactWrappedUp

Accepted task or contact has been wrapped up.

Example

Desktop.agentContact.addEventListener(
  "eAgentContactWrappedUp",
  (msg) => console.log(msg)
);

For more information on example response, see wrapup.

eAgentContactAniUpdated

Task or contact ANI has been updated.

Example

Desktop.agentContact.addEventListener(
  "eAgentContactAniUpdated",
  (msg) => console.log(msg)
);

Example Response

const eAgentContactAniUpdated = {
  data: {
    eventType: "RoutingMessage",
    interactionId: "bd2b36fc-deec-44a4-8d37-ea175332b4f9",
    orgId: "8ee9d5a5-7099-43da-a468-4115a6849a8f",
    interaction: {
      interactionId: "80cf49a5-2449-4246-a891-76256b772e32",
      orgId: "6e30f3a2-500b-49c9-a091-fc9442a23466",
      state: "connected",
      mediaType: "telephony",
      ani: "888****066",
      callAssociatedDetails: {
        ani: "888****066",
        dnis: "+15*****8006",
        virtualTeamName: "webrtc_inbound_desktop"
      },
      callAssociatedData: {
        ani: {
          name: "ani",
          agentEditable: false,
          value: "888****066",
          type: "STRING",
          displayName: "ani",
          agentViewable: true,
          isSecure: false
        }
      },
      callProcessingDetails: {
        ani: "888****066",
        workflowName: "webrtc_inbound",
        queueId: "c0dcca57-55dd-466e-8c70-bd08b096f5a7",
        priority: "10",
        dnis: "+15*****8006"
      }
    },
    ani: "888****066",
    trackingId: "bbceaa12-6ab0-4e71-af16-7c612a6ef120",
    eventTime: 1742826471297,
    type: "ContactAniUpdated"
  }
};

eAgentOfferContact

New task or contact has been routed to an agent.

Example

Desktop.agentContact.addEventListener(
  "eAgentOfferContact",
  (msg) => console.log(msg)
);

Example Response

const eAgentOfferContact = {
  data: {
    agentId: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          value: "janedoe@gmail.com"
        },
        category: {
          value: "Automation"
        },
        customerName: {
          value: "Jane Doe"
        },
        dn: {
          value: "Desktop"
        },
        entryPointId: {
          value: "AXCqFyz1G2pKap9PI-mW"
        },
        guestId: {
          value:
            "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA"
        },
        mediaChannel: {
          value: "web"
        },
        reason: {
          value: "Test"
        },
        reasonCode: {
          value: "Automation"
        },
        ronaTimeout: {
          value: "30"
        },
        roomTitle: {
          value: "Help Jane Doe with Automation"
        },
        taskToBeSelfServiced: {
          value: "false"
        },
        templateId: {
          value: "b57990c0-5ec6-11ea-96ee-5df5aef56329"
        },
        templateName: {
          value: "Desktop"
        },
        virtualTeamName: {
          value: "Chat_Queue"
        }
      },
      callAssociatedDetails: {
        ani: "janedoe@gmail.com",
        category: "Automation",
        customerName: "Jane Doe",
        dn: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA",
        mediaChannel: "web",
        reason: "Test",
        reasonCode: "Automation",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Automation",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        virtualTeamName: "Chat_Queue"
      },
      callFlowParams: {
        Automation: {
          description: "(vteam, A valid VTeam.)",
          name: "Automation",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Debit: {
          description: "(vteam, A valid VTeam.)",
          name: "Debit",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        },
        Sales: {
          description: "(vteam, A valid VTeam.)",
          name: "Sales",
          qualifier: "vteam",
          value: "3270",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "3270",
        ani: "janedoe@gmail.com",
        category: "Automation",
        customerName: "Jane Doe",
        dnis: "Desktop",
        entryPointId: "AXCqFyz1G2pKap9PI-mW",
        guestId:
          "Y2lzY29zcGFyazovL3VzL1BFT1BMRS83ZjA3YjJmMC1jNTMyLTQ5MDktYTkzNi0yYTA3MTVmZGIwMTA",
        mediaChannel: "web",
        reason: "Test",
        reasonCode: "Automation",
        ronaTimeout: "30",
        roomTitle: "Help Jane Doe with Automation",
        taskToBeSelfServiced: "false",
        templateId: "b57990c0-5ec6-11ea-96ee-5df5aef56329",
        templateName: "Desktop",
        tenantId: "133",
        virtualTeamName: "Chat_Queue",
        vteamId: "AXCqFyz1G2pKap9PI-mW"
      },
      contactDirection: {
        type: "INBOUND"
      },
      currentVTeam: "3270",
      interactionId: "8d3a56fa-4172-11eb-abaf-1b20df734401",
      isFcManaged: false,
      isTerminated: false,
      media: {
        Y2lzY29zcGFyazovL3VzL1JPT00vOTAxMmEzZjAtNDE3Mi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh:
          {
            holdTimestamp: null,
            isHold: false,
            mType: "mainCall",
            mediaMgr: "cmm",
            mediaResourceId:
              "Y2lzY29zcGFyazovL3VzL1JPT00vOTAxMmEzZjAtNDE3Mi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
            mediaType: "chat",
            participants: ["janedoe@gmail.com"]
          }
      },
      mediaChannel: "web",
      mediaType: "chat",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: null,
      owner: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
      participants: {
        "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed": {
          channelId: "bff9350a-9d2a-489a-a8d5-d9dacea4b692",
          consultState: null,
          consultTimestamp: null,
          dn: "9997770110",
          hasJoined: false,
          id: "7d12d9ea-e8e0-41ee-81bf-c11a685b64ed",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: null,
          lastUpdated: 1608324587206,
          name: "uuip-agent4 uuip-agent4",
          pType: "Agent",
          queueId: "3270",
          queueMgrId: "aqm",
          sessionId: "102d2096-bcc0-45bb-a583-a02f6c188071",
          siteId: "473",
          teamId: "1940",
          teamName: "Medical Help",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "janedoe@gmail.com": {
          id: "janedoe@gmail.com",
          pType: "Customer",
          type: "Customer"
        }
      },
      previousVTeams: [],
      state: "new"
    },
    interactionId: "8d3a56fa-4172-11eb-abaf-1b20df734401",
    mediaResourceId:
      "Y2lzY29zcGFyazovL3VzL1JPT00vOTAxMmEzZjAtNDE3Mi0xMWViLWE1N2QtZWY2N2MwZTMyYmFh",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    ronaTimeout: 30,
    trackingId: "429bb73d-7463-4661-94aa-a3230d60e88a",
    type: "AgentOfferContact"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_f23e73e4-b130-4bce-b110-1c1da7225ffa",
  type: "RoutingMessage"
};

eAgentOfferContactRona

Agent failed to accept the task or contact request within the maximum available time. The system changes the agent state from Available to RONA.

Example

Desktop.agentContact.addEventListener(
  "eAgentOfferContactRona",
  (msg) => console.log(msg)
);

For more information on example response, see decline.

eAgentOfferConsult

Accepted task or contact consult request has been routed to an agent.

Example

Desktop.agentContact.addEventListener(
  "eAgentOfferConsult",
  (msg) => console.log(msg)
);

Example Response

export const eAgentOfferConsult = {
  type: "RoutingMessage",
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_50e9d868-71c0-48f2-9880-4a12fc505988",
  data: {
    consultMediaResourceId:
      "consult_Y2lzY29zcGFyazovL3VzL1JPT00vODZkMGQ2MDAtOTQ0Yy0xMWVhLWE4MjMtNzFjMjA3YWRlYjAx",
    eventType: "RoutingMessage",
    agentId: "8546f083-74ae-4510-b2a6-c8e21f01689b",
    consultingAgentId: "9738292f-3a68-4909-bdea-b541cccd6935",
    trackingId: "ca074768-9d2b-427e-86af-3745c2a8cc60",
    interaction: {
      isFcManaged: false,
      isTerminated: false,
      mediaType: "chat",
      previousVTeams: [],
      state: "consult",
      currentVTeam: "3270",
      participants: {
        "mohaksin@cisco.com": {
          id: "mohaksin@cisco.com",
          pType: "Customer",
          type: "Customer"
        },
        "8546f083-74ae-4510-b2a6-c8e21f01689b": {
          name: "",
          pType: "Agent",
          teamName: "Dont_Use_Team",
          joinTimestamp: null,
          lastUpdated: 1589287209385,
          teamId: "964",
          isConsulted: true,
          hasJoined: false,
          dn: "9997770111",
          queueId: "3270",
          id: "8546f083-74ae-4510-b2a6-c8e21f01689b",
          sessionId: "dead6d11-3d8f-42ea-87d9-b94d5f5b6370",
          queueMgrId: "aqm",
          siteId: "472",
          type: "Agent",
          channelId: "a4297667-6d16-4d9d-ad2f-b21fee6b97fe",
          isWrapUp: false
        },
        "9738292f-3a68-4909-bdea-b541cccd6935": {
          name: "vivek",
          pType: "Agent",
          teamName: "Dont_Use_Team",
          joinTimestamp: 1594295035415,
          lastUpdated: 1589287209385,
          teamId: "964",
          isConsulted: false,
          hasJoined: true,
          dn: "9997770111",
          queueId: "3270",
          id: "9738292f-3a68-4909-bdea-b541cccd6935",
          sessionId: "dead6d11-3d8f-42ea-87d9-b94d5f5b6370",
          queueMgrId: "aqm",
          siteId: "472",
          type: "Agent",
          channelId: "a4297667-6d16-4d9d-ad2f-b21fee6b97fe",
          isWrapUp: false
        }
      },
      interactionId: "cd4f3721-944b-11ea-a5e5-bdac2bb8b026",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      callProcessingDetails: {
        QMgrName: "aqm",
        taskToBeSelfServiced: "false",
        ani: "mohaksin@cisco.com",
        dnis: "AgentX",
        tenantId: "133",
        QueueId: "3270",
        vteamId: "AXCqFyz1G2pKap9PI-mW",
        virtualTeamName: "Chat_Queue",
        customerName: "Mohak",
        ronaTimeout: "30",
        reasonCode: "Sales",
        reason: "Lockdown challeeeya",
        category: "Sales"
      },
      media: {
        Y2lzY29zcGFyazovL3VzL1JPT00vODZkMGQ2MDAtOTQ0Yy0xMWVhLWE4MjMtNzFjMjA3YWRlYjAx:
          {
            mediaResourceId:
              "Y2lzY29zcGFyazovL3VzL1JPT00vODZkMGQ2MDAtOTQ0Yy0xMWVhLWE4MjMtNzFjMjA3YWRlYjAx",
            mediaType: "chat",
            mediaMgr: "cmm",
            participants: ["mohaksin@cisco.com"],
            mType: "mainCall",
            isHold: false
          }
      },
      owner: "8546f083-74ae-4510-b2a6-c8e21f01689b",
      mediaChannel: "web",
      contactDirection: {
        type: "INBOUND"
      },
      callFlowParams: {
        Sales: {
          name: "Sales",
          qualifier: "vteam",
          description: "(vteam, A valid VTeam.)",
          valueDataType: "string",
          value: "3270"
        },
        Debit: {
          name: "Debit",
          qualifier: "vteam",
          description: "(vteam, A valid VTeam.)",
          valueDataType: "string",
          value: "3270"
        },
        Automation: {
          name: "Automation",
          qualifier: "vteam",
          description: "(vteam, A valid VTeam.)",
          valueDataType: "string",
          value: "3270"
        }
      }
    },
    ronaTimeout: 30,
    interactionId: "cd4f3721-944b-11ea-a5e5-bdac2bb8b026",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    type: "AgentOfferConsult"
  }
};

eAgentWrapup

Accepted task or contact has been moved to a wrap up state.

Example

Desktop.agentContact.addEventListener(
  "eAgentWrapup",
  (msg) => console.log(msg)
);

For more information on example response, see end.

eAgentContactHeld

Accepted task or contact has been put on hold.

Example

Desktop.agentContact.addEventListener(
  "eAgentContactHeld",
  (msg) => console.log(msg)
);

For more information on example response, see hold.

eAgentContactUnHeld

Accepted task or contact has been resumed.

Example

Desktop.agentContact.addEventListener(
  "eAgentContactUnHeld",
  (msg) => console.log(msg)
);

For more information on example response, see unHold().

eCallRecordingStarted

Call recording for an accepted task or contact has started.

Example

Desktop.agentContact.addEventListener(
  "eCallRecordingStarted",
  (msg) => console.log(msg)
);

Example Response

const eCallRecordingStarted = {
  data: {
    eventType: "RoutingMessage",
    interaction: {
      callAssociatedData: {
        ani: {
          agentEditable: false,
          displayName: "ani",
          name: "ani",
          type: "STRING",
          value: "9997652131"
        },
        dn: {
          agentEditable: false,
          displayName: "dn",
          name: "dn",
          type: "STRING",
          value: "9997651073"
        },
        ronaTimeout: {
          agentEditable: false,
          displayName: "ronaTimeout",
          name: "ronaTimeout",
          type: "STRING",
          value: "30"
        },
        virtualTeamName: {
          agentEditable: false,
          displayName: "virtualTeamName",
          name: "virtualTeamName",
          type: "STRING",
          value: "qaus1-gt-requeue"
        }
      },
      callAssociatedDetails: {
        ani: "**********",
        dn: "**********",
        ronaTimeout: "30",
        virtualTeamName: "qaus1-gt-requeue"
      },
      callFlowParams: {
        OutdialQueue: {
          description: "(vteam, The Outdial Queue.)",
          name: "OutdialQueue",
          qualifier: "vteam",
          value: "4125",
          valueDataType: "string"
        }
      },
      callProcessingDetails: {
        QMgrName: "aqm",
        QueueId: "4125",
        agent_ani: "9997652131",
        ani: "**********",
        dnis: "**********",
        doNotRouteToAgents: "9b036d89-930c-4187-a5bd-5dbb1439fe41",
        outdialParkEpId: "AXRnbLmz1OI4n5klYr5E",
        outdialTransferToQueueEnabled: "true",
        pauseDuration: "30",
        pauseResumeEnabled: "true",
        recordInProgress: "true",
        ronaTimeout: "30",
        taskToBeSelfServiced: "false",
        tenantId: "82",
        virtualTeamName: "qaus1-gt-requeue",
        vteamId: "6838",
        vteamType: "inboundqueue"
      },
      contactDirection: {
        type: "OUTBOUND"
      },
      currentVTeam: "6838",
      interactionId: "28a8f08f-0d2f-46f9-9751-a2d9536886c1",
      isFcManaged: false,
      isTerminated: false,
      media: {
        "28a8f08f-0d2f-46f9-9751-a2d9536886c1": {
          holdTimestamp: null,
          isHold: false,
          mType: "mainCall",
          mediaMgr: "vmm",
          mediaResourceId: "28a8f08f-0d2f-46f9-9751-a2d9536886c1",
          mediaType: "telephony",
          participants: ["**********", "**********"]
        }
      },
      mediaChannel: "dialer",
      mediaType: "telephony",
      orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
      outboundType: "OUTDIAL",
      owner: "5b24107f-aae2-45e6-9bf8-a36d18b6f0e5",
      participants: {
        "5b24107f-aae2-45e6-9bf8-a36d18b6f0e5": {
          channelId: "1b61e3f4-9c33-4241-9304-9ea054b88be0",
          consultState: null,
          consultTimestamp: null,
          dn: "**********",
          hasJoined: true,
          id: "5b24107f-aae2-45e6-9bf8-a36d18b6f0e5",
          isConsulted: false,
          isWrapUp: false,
          joinTimestamp: 1612429637332,
          lastUpdated: 1612429637332,
          name: "qaus1-gt-requeue-user qaus1-gt-requeue-user",
          pType: "Agent",
          queueId: "6838",
          queueMgrId: "aqm",
          sessionId: "56d94e8d-fbd0-4933-936d-7c19f422ec47",
          siteId: "205",
          teamId: "1837",
          teamName: "integ-test-team",
          type: "Agent",
          wrapUpTimestamp: null
        },
        "**********": {
          id: "9997652131",
          pType: "Customer",
          type: "Customer"
        },
        "9b036d89-930c-4187-a5bd-5dbb1439fe41": {
          channelId: "3de6706f-95b7-485a-9304-30928f7ee52e",
          consultState: null,
          consultTimestamp: null,
          dn: "**********",
          hasJoined: true,
          id: "9b036d89-930c-4187-a5bd-5dbb1439fe41",
          isConsulted: false,
          isWrapUp: true,
          joinTimestamp: 1612429625705,
          lastUpdated: 1612429636839,
          name: "qaus1-gt-user1 qaus1-gt-user1",
          pType: "Agent",
          queueId: "4125",
          queueMgrId: "aqm",
          sessionId: "90896c91-0f77-4bc6-aec3-488a34ca88d3",
          siteId: "205",
          teamId: "598",
          teamName: "integ-test-team",
          type: "Agent",
          wrapUpTimestamp: 1612429636839
        }
      },
      previousVTeams: ["4125"],
      state: "connected",
      workflowManager: null
    },
    interactionId: "28a8f08f-0d2f-46f9-9751-a2d9536886c1",
    orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
    queueMgr: "aqm",
    trackingId: "795e3411-191d-4524-b01c-bf672126fe02",
    type: "ContactRecordingStarted"
  },
  orgId: "f111e3af-1a45-42ef-9erf-4562354b8a25",
  trackingId: "notifs_9e18c618-cdd6-4bf7-be18-cafd250faabc",
  type: "RoutingMessage"
};

eResumeRecording

Resumes a voice call recording for an accepted task or contact.

Example

Desktop.agentContact.addEventListener(
  "eResumeRecording",
  (msg) => console.log(msg)
);

For more information on example response, see resumeRecording.

ePauseRecording

Pauses a call recording for an accepted task or contact.

Example

Desktop.agentContact.addEventListener(
  "ePauseRecording",
  (msg) => console.log(msg)
);

For more information on example response, see pauseRecording.

eConsultTransfer

Consult transfer request for an accepted task or contact.

Example

Desktop.agentContact.addEventListener(
  "eConsultTransfer",
  (msg) => console.log(msg)
);

For more information on example response, see consultTransfer.

eAgentblindTransferred

Transfers an accepted task or contact to an agent or queue.

Example

Desktop.agentContact.addEventListener(
  "eAgentblindTransferred",
  (msg) => console.log(msg)
);

For more information on example response, see blindTransfer.

eAgentvteamTransfer

Transfers an accepted task or contact to a queue.

Example

Desktop.agentContact.addEventListener(
  "eAgentvteamTransfer",
  (msg) => console.log(msg)
);

For more information on example response, see vTeamTransfer.

eAgentConsultCreated

Consult request for an accepted task or contact has been created.

Example

Desktop.agentContact.addEventListener(
  "eAgentConsultCreated",
  (msg) => console.log(msg)
);

For more information on example response, see consult.

eAgentConsultConferenced

Consult conference request for an accepted task or contact has been connected.

Note: Event is received when conference is established for all channels except email.

Example

Desktop.agentContact.addEventListener(
  "eAgentConsultConferenced",
  (msg) => console.log(msg)
);

For more information on example response, see consultConference.

eAgentConsultEnded

Consult request for an accepted task or contact has ended.

Example

Desktop.agentContact.addEventListener(
  "eAgentConsultEnded",
  (msg) => console.log(msg)
);

For more information on example response, see consultEnd.

eAgentCtqCancelled

Consult request to the queue has been canceled.

Example

Desktop.agentContact.addEventListener(
  "eAgentCtqCancelled",
  (msg) => console.log(msg)
);

For more information on example response, see cancelCtq.

eAgentConsultConferenceEnded

Consult conference request for an accepted task or contact has ended.

Example

Desktop.agentContact.addEventListener(
  "eAgentConsultConferenceEnded",
  (msg) => console.log(msg)
);

For more information on example response, see consultEnd.

eAgentConsulting

Agent has started consulting an incoming task or contact.

Example

Desktop.agentContact.addEventListener(
  "eAgentConsulting",
  (msg) => console.log(msg)
);

For more information on example response, see consultAccept.

eAgentConsultFailed

Consult request for an accepted task or contact did not succeed.

Example

Desktop.agentContact.addEventListener(
  "eAgentConsultFailed",
  (msg) => console.log(msg)
);

For more information on example response, see consult.

eAgentConsultEndFailed

Request to end consult for an accepted task or contact did not succeed.

Example

Desktop.agentContact.addEventListener(
  "eAgentConsultEndFailed",
  (msg) => console.log(msg)
);

For more information on example response, see consultEnd.

eAgentCtqFailed

Consult request to the queue did not succeed.

Example

Desktop.agentContact.addEventListener(
  "eAgentCtqFailed",
  (msg) => console.log(msg)
);

For more information on example response, see consult.

eAgentCtqCancelFailed

Request to cancel the consult to the queue did not succeed.

Example

Desktop.agentContact.addEventListener(
  "eAgentCtqCancelFailed",
  (msg) => console.log(msg)
);

For more information on example response, see cancelCtq.

eAgentConsultConferenceEndFailed

Request to end the consult conference request did not succeed.

Example

Desktop.agentContact.addEventListener(
  "eAgentConsultConferenceEndFailed",
  (msg) => console.log(msg)
);

eAgentMonitorStateChanged

The agent listens to this event when supervisor barges in to the interaction between the agent and customer.

Example

Desktop.agentContact.addEventListener(
  "eAgentMonitorStateChanged",
  (msg) => console.log(msg)
);

eAgentMonitoringEnded

The agent listens to this event when supervisor has ended the call monitoring.

Example

Desktop.agentContact.addEventListener(
  "eAgentMonitoringEnded",
  (msg) => console.log(msg)
);

eAgentOfferCampaignReserved

The agent listens to this event when the progressive campaign reservation call is ringing in the agent's device.

Example

Desktop.agentContact.addEventListener(
  "eAgentOfferCampaignReserved",
  msg => console.log(msg)
);

eAgentAddCampaignReserved

The agent listens to this event when the agents answers the progressive campaign reservation call.

Example

Desktop.agentContact.addEventListener(
  "eAgentAddCampaignReserved",
  msg => console.log(msg)
);

eAgentContactEnded

Occurs when a contact ends. Register a listener while the widget is mounted and remove the same handler during cleanup. See the endV2 response for an example of the routing message with data.type: "ContactEnded" and the ended interaction's identifier.

const onContactEnded = (message) => console.log("Contact ended:", message);
Desktop.agentContact.addEventListener("eAgentContactEnded", onContactEnded);

// During widget cleanup:
function cleanupEndedListener() {
  Desktop.agentContact.removeEventListener("eAgentContactEnded", onContactEnded);
}

eParticipantLeftConference

Occurs when a participant leaves a conference, including a successful dropConferenceParticipant request. The routing message's data includes participantId, participantType, interactionId, and type: "ParticipantLeftConference"; use those fields to identify the participant and interaction that changed. See the conference participant removal response for a complete example.

const onParticipantLeft = (message) => {
  console.log("Conference participant left:", message.data);
};
Desktop.agentContact.addEventListener("eParticipantLeftConference", onParticipantLeft);

// Remove the listener when the widget disconnects.
function cleanupParticipantListener() {
  Desktop.agentContact.removeEventListener("eParticipantLeftConference", onParticipantLeft);
}

anchorAdditional Contact Events in SDK 3

The SDK 3.0.1 declarations also expose the following events. Their callback payload uses Service.Aqm.Contact.AgentContact from the SDK types package; TypeScript infers the payload when you pass a callback to addEventListener. Inspect the fields supplied for the event before reading optional data.

eAgentCampaignContactUpdated

Campaign contact information changes. Use the payload to refresh campaign-related widget data. Subscribe with Desktop.agentContact.addEventListener("eAgentCampaignContactUpdated", handler) and remove the same handler when the widget disconnects.

eContactOwnerChanged

Contact ownership changes. The payload may include fromOwner and toOwner identifiers. Subscribe with Desktop.agentContact.addEventListener("eContactOwnerChanged", handler) and remove the same handler when the widget disconnects.

eParticipantJoinedConference

A participant joins a conference. The payload may include the joined participantId. Subscribe with Desktop.agentContact.addEventListener("eParticipantJoinedConference", handler) and remove the same handler when the widget disconnects.

eAgentConsultConferencing

A consultation is transitioning to a conference. Subscribe with Desktop.agentContact.addEventListener("eAgentConsultConferencing", handler) and remove the same handler when the widget disconnects.

eAgentConsultTransferring

A consultation is transitioning to a transfer. Subscribe with Desktop.agentContact.addEventListener("eAgentConsultTransferring", handler) and remove the same handler when the widget disconnects.

anchorRelated Pages

• Agent Desktop overview
• Desktop SDK Reference