It has been a while since I wrote a custom tab integration for WWE using the Service Client API, but I believe the following to be true:
Established = the agent answered the call and is connected to the customer
Held = I believe you get a true/false value to indicate if the call is held or resumed
Released = The call has ended
Party_Changed = Used to indicate transfer/conference party changes when an additional agent has joined and left.
The Open Media events won't come into play for voice calls.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 02-14-2024 15:20
From: Alan Klein
Subject: Workspace Web Edition - Subscribing to Agent Call Events (Agent Answered, Hangup, Call Hold, Unhold, Transfer, Conference)
Thanks Jim,
Looking toward the bottom of the link you provided under the interaction eventType field for Voice Events,
I see the following Voice Events listed:
| Voice events |
| CALL_RECORDING_STATE_CHANGED | The call recording state changed. |
| DIALING | The outbound call starts ringing. |
| ESTABLISHED | The call has been established. |
| HELD | The call has been held. |
| PARTY_CHANGED | The list of party has been changed in the interaction. |
| RELEASED | The call has been released. |
| RINGING | The inbound call starts ringing. |
How to these maps to the events I am looking for Connected To Agent, Call Ended, Call Held, Call Unheld, Call Transferred, Call Conference?
ESTABLISHED - Can I assume this mean the customer is connected to the agent?
**HELD - pretty clear
RELEASED - I assume this means the call has ended (vs. being released from hold?)
** How would I get an event for UNHELD? (taking the call of hold by the agent)?
Any idea for the Transfer and Conference events?
I see under Open Media Events
| OpenMedia events |
| ACCEPTED | The open media interaction is accepted. |
| COMPLETED | The open media interaction has been completed (Mark as done). |
| COMPOSING | The open media interaction is in composing mode. |
| CREATED | The open media interaction has been created. |
| INSERT_STANDARD_RESPONSE | A standard response has been inserted in the interaction. |
| INVITED | The open media interaction is an invitation. |
| INVITED_CONFERENCE | The open media interaction receive a conference invitation. |
| IN_QUEUE_FAILED | The place in queue has failed. |
| IN_WORKBIN | The interaction has been placed in the work-bin. |
| IN_WORKBIN_FAILED | The place in work-bin has failed. |
| LEFT_CONFERENCE | The open media interaction has left the conference. |
| PULLED | The open media interaction has been pulled from a work-bin. |
| PULL_FAILED | The pull from the queue has failed. |
| PULL_WORKBIN_FAILED | The pull from the work-bin has failed. |
| REVOKED | The open media interaction has been revoked. |
| TRANSFER_COMPLETED | The open media interaction has been transferred and the transfer has been completed. |
TRANSFER_COMPLETED - this seems good, I assume this apply to Voice Calls to?
INVITED_CONFERENCE - is this the conference started event for a Voice Call (i.e. Agent initiated a Conference?)
--
Thank You
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Alan Klein
Cresta Intelligence
Original Message:
Sent: 02-14-2024 14:53
From: Jim Crespino
Subject: Workspace Web Edition - Subscribing to Agent Call Events (Agent Answered, Hangup, Call Hold, Unhold, Transfer, Conference)
The best thing to do would be to use the WWE Service Client API (https://docs.genesys.com/Documentation/HTCC/latest/Dev/ServiceClientAPI) to develop a hidden custom tab that would subscribe to listen to Interaction events (see the bottom of the linked article). You can then pump that event data to your platform. This integration would run on every agent's WWE instance and can send those events to your centralized server to process.
------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
Original Message:
Sent: 02-13-2024 21:10
From: Alan Klein
Subject: Workspace Web Edition - Subscribing to Agent Call Events (Agent Answered, Hangup, Call Hold, Unhold, Transfer, Conference)
I've spent some time tonight searching the Genesys WWE documentation but nothing stands out on how to subscribe to these events.
The closest document I found is:
Web Services API Reference
Does someone in the community have any specific documentation they can point me to on how to capture the (Agent Answered, Hangup, Call Hold, Unhold, Transfer, Conference) events?
#GenesysEngagePremDev
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Alan Klein
Cresta Intelligence
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