Muhammad_Faizan | 2021-04-16 20:56:23 UTC | #1
Following are the possible purpose Enums. Can any one help me understand what each purpose Enum means? purpose Enum (acd, agent, api, campaign, customer, dialer, external, fax, group, inbound, ivr, manual, outbound, station, user, voicemail, workflow)
For example, I know when a purpose is IVR this means the conversation is playing the IVR and when its value is Agent then that particular agent got the conversation. I need explanation for customer? acd? inbound? api? and all remaining Enums?
Jerome.Saint-Marc | 2021-04-22 15:47:20 UTC | #2
Hello,
I could not find an explanation for all values. I think the enum contains a set of values used by the Conversation Services (what manages the conversations) and by the Analytics Services. Some may just be used for some internal needs (or not related to a participant purpose).
You can already find a subset of them explained on this page.
But to be more exhaustive, here's what I got.
First of all, I am not sure "inbound" and "outbound" will be possible values that you get via the Conversations API or the Analytics API. They may be used internally by the Analytics Service. I may be wrong - but I have never seen such values on my side (running analytics queries).
The same goes with "dialer" and "manual". It may be something specific to a MakeCall command purpose (in Conversation Service) - not to a participant's purpose.
Now, for the other values.
One clarification: business conversation relates to a call which doesn't involve an Architect flow or a Queue (like a call to a Genesys Cloud user on a personal number).
- user - Represents an internal Genesys Cloud user on a business conversation (when a Genesys Cloud user takes a non-call center conversation)
- agent - Represents an internal Genesys Cloud user on a contact center conversation (when a Genesys Cloud user take a call center conversation)
- external - Represents a non Genesys Cloud person on a business conversation (external people who are conversing with users)
- customer - Represents the customer on a contact center conversation (external people who are conversing with agents over call center conversations)
- acd - Non-human participant that represents the ACD queue the conversation was routed through (call center conversations))
- ivr - Non-human participant that represents the voice IVR that the conversation was routed through (this corresponds to the Architect Inbound Call flow portion)
- workflow - Non-human participant that represents the workflow that the conversation was routed through (that's for non-voice media like email, message, chat - It corresponds to the Architect Inbound Message/Email/Chat/... flow portion)
- voicemail - Represents a Genesys Cloud user's voicemail
- fax - Represents a non-human fax participant if the voice call is transmitting a fax document
- group - Represents a non-human participant that represents the Group that was used for a group-ring voice conversation
- api - A participant representing a public API client that is not acting on behalf of a user
An example of this would be if you create an AgentLess SMS (a request sent from a server side application integrated to Genesys Cloud via the Platform API, and that does act on behalf of a Genesys Cloud user)
- station - A participant representing a stand alone station (stand alone phone)
I am not sure about the following two as I never noticed them - but I haven't done much of outbound campaign & dialer
- campaign - A participant representing an outbound campaign
- dialer.system - A participant representing a Dialer bulk make call command that does automatic dispositionning of calls on the edge
I don't know if dialer.system is internal or not.
Regards,
system | 2021-05-22 15:59:39 UTC | #3
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