Type Definitions

interaction

Interaction is a presentation of the action that is happening for the user
Type:
  • object
Properties
NameTypeAttributesDescription
idstringUnique ID of the interaction
channel_type"user_defined" | "chat" | "email" | "phone"Channel type of the interaction
channel_status"bad_address" | "barred" | "busy" | "calling" | "congestion" | "connected" | "disconnected" | "knocking" | "muted" | "no_answer" | "onhold" | "onvideo" | "outbound_accepted" | "outbound_incoming" | "outbound_preview" | "outbound_rejected" | "outbound_skipped" | "outgoing" | "picking" | "queue_closed" | "queue_full" | "rejected" | "ringing" | "system_error" | "temporary_failure" | "transferring" | "unknown" | "unreachable"<optional>
Channel status of the interaction
channel_sub_typestring<optional>
Custom channel type specified by host app
date_createdstringDate and time the interaction was created (by Contact Pro backend)
date_incomingstringAdded by CPC: Date and time of incoming interaction allocated to agent
date_outgoingstringAdded by CPC: Date and time of outgoing interaction created by agent
date_acceptedstringAdded by CPC: Date and time the interaction was accepted by agent
date_endedstringAdded by CPC: Date and time the interaction ended (disconnected)
date_handledstringAdded by CPC: Date and time the interaction was handled and removed from view
status"queued" | "incoming" | "outgoing" | "accepted" | "rejected" | "handled" | "ended"Current status of the interaction
originatorstringOriginating address of the interaction. For a phone call would be the A-Number. For email, the email address sent from
destinationstringDestination of the original call. For a phone call would be the B-Number. For email, the email address sent to
dir_entryobject<optional>
Directory information of other party
Properties
NameTypeAttributesDescription
idstring<optional>
Unique ID of the directory entry
namestring<optional>
Name of the directory entry
recordingboolean<optional>
Recording state of the (call) interaction
consentboolean<optional>
Recording consent of the (call) interaction
consult_forstring<optional>
Id of the interaction for which this is consultation
callback_idstring<optional>
Callback id in case of callback call
conference_idstring<optional>
Conference id in case of conference call
from_queueobjectQueue that interaction was last routed from
Properties
NameTypeDescription
idstringCCtr unique ID of the queue
namestringName of the queue
orig_queueobject<optional>
Queue that interaction was originally routed from
Properties
NameTypeDescription
idstringCCtr unique ID of the queue
namestringName of the queue
outboundobject<optional>
Outbound campaign call data
Properties
NameTypeAttributesDescription
campaignobject<optional>
Outbound campaign data
Properties
NameTypeAttributesDescription
idstring<optional>
CCtr unique ID of the campaign
namestring<optional>
Campaign name
descriptionstring<optional>
Campaign description
start_datestring<optional>
Campaign start date
end_datestring<optional>
Campaign end date
max_callsnumber<optional>
Campaign customer call limit
classifiersarray<optional>
Campaign classifiers
customerobject<optional>
Outbound customer data
Properties
NameTypeAttributesDescription
idstring<optional>
Unique ID of the customer
remarksstring<optional>
Customer remarks
modify_accessboolean<optional>
Customer modify access
attributesarray<optional>
Customer attributes
previous_callsarray<optional>
Customer previous calls
initial_infostring<optional>
Customer call initial information text
preview_timenumber<optional>
Customer call preview time (seconds)
attached_dataobjectInteraction attached data
titlestringTitle that is displayed for this interaction
incoming_destinationstring<optional>
Identifier for incoming destination
iswtfnumber<optional>
Interaction waiting time
participantsarray<optional>
Chat conversation participants
transcriptobject<optional>
Chat conversation transcript
Properties
NameTypeDescription
messagesarrayCollection of messages that make up a Chat conversation
terminal_idstring<optional>
terminalID of the interaction
contentstring<optional>
Content of the (email) interaction
attachmentsarray<optional>
Collection of attachments'
case_idstring<optional>
Case id of the (email) interaction
cidstring<optional>
CIDt of the (email) interaction
contact_idstring<optional>
Contact id of interaction
original_contact_idstring<optional>
Original contact id of interaction
from_addressobject<optional>
Address from which the (email) interaction was sent from
Properties
NameTypeAttributesDescription
addressstringE-mail address of the sender
namestring<optional>
Name of the sender
reply_to_addressobject<optional>
Reply to address in e-mail
Properties
NameTypeAttributesDescription
addressstringE-mail address of the reply-to address
namestring<optional>
Name of the reply-to account
to_addressarray<optional>
Collection of target addresses'
cc_addressarray<optional>
Collection of cc addresses'
bcc_addressarray<optional>
Collection of bcc addresses'
draftobject<optional>
Draft email information
Properties
NameTypeAttributesDescription
idstring<optional>
unique ID of the draft
owner_terminal_idstring<optional>
Id the of the handling terminal
draft_typestring<optional>
Type of the draft
statusstring<optional>
Status of the draft
subjectstring<optional>
Subject of the draft
contentstring<optional>
Content of the draft
attachmentsarray<optional>
Collection of attachments'
from_addressstring<optional>
Selected from address
from_addressesarray<optional>
Collection of possible from addresses'
to_addressarray<optional>
Collection of target addresses'
cc_addressarray<optional>
Collection of possible cc addresses'
bcc_addressarray<optional>
Collection of possible bcc addresses'
scriptsarray<optional>
Script results for this interaction
webrtcobject<optional>
WebRTC signalling 'conversation' for Video Chat
Properties
NameTypeDescription
status"on" | "signalling" | "off" | "error"Status of the WebRTC 'conversation'
messagesarrayCollection of messages that make up a WebRTC 'conversation'
Source

queue

Information about a queue entity
Type:
  • object
Properties
NameTypeAttributesDescription
idstring<optional>
Unique ID of the queue
namestring<optional>
CCtr Name of the queue
serveboolean<optional>
Whether the agent is serving or not in a queue
forced_to_serveboolean<optional>
Whether the queue needs to be served and cannot be changed by the user
typestring<optional>
Type of the queue
queue_autopwtimenumber<optional>
Interaction wrapup time
queue_maxpicktimeoutnumber<optional>
Interaction offering time
queue_answerinfostring<optional>
Interaction answer info
script_opening_typestring<optional>
Script opening type of the queue
threshold_max_wait_time_criticalnumber<optional>
Threshold value for queueing time
threshold_max_wait_time_warningnumber<optional>
Threshold value for queueing time
threshold_interactions_criticalnumber<optional>
Threshold value for the amount of interactions
threshold_interactions_warningnumber<optional>
Threshold value for the amount of interactions
threshold_agents_waiting_criticalnumber<optional>
Threshold value for the amount of free agents
threshold_agents_waiting_warningnumber<optional>
Threshold value for the amount of free agents
threshold_agents_serving_criticalnumber<optional>
Threshold value for the amount of busy agents
threshold_agents_serving_warningnumber<optional>
Threshold value for the amount of busy agents
Source

user

Contains properties for user related objects and properties
Type:
  • object
Properties
NameTypeAttributesDescription
idstringUnique ID of the user
nameobjectName of the user
Properties
NameTypeDescription
first_namestringFirst Name of the user
last_namestringLast Name of the user
usernamestringUsername of the user
aliasstring<optional>
Alias of the user shown in conversations (ie: chat)
login_status"logged_in" | "logged_out" | "anonymous"Login status of the user
visible_a_numberstring<optional>
The visible A-number (caller number) of the user. Default value is the current phone extension.
work_status"ready" | "not_ready" | "wrap_up"The work status of the user
daily_pause_timestring<optional>
Agent daily pause time (seconds)
daily_work_timestring<optional>
Agent daily work time (seconds)
default_email_fromstring<optional>
Users default email from address
default_sms_fromstring<optional>
Users default SMS from address
presencestring<optional>
Id for user's currently active presence profile
presence_profilesarray<optional>
All of the available profiles
chat_addressstring<optional>
email address of the user
extensionstringPhone extension of the user
languagestringLanguage selected by agent server based on CCtr user configuration
permissionsobjectUser permissions
Properties
NameTypeAttributesDescription
ecf_phoneboolean<optional>
ECF Phone Permission for user
phoneboolean<optional>
Phone Permission for user
mtdboolean<optional>
MTD Permission for user
recordingstring<optional>
Recording Permission (enabled | disabled | hidden) for user
update_visible_a_numberboolean<optional>
Visible A-number update Permission for user
videoboolean<optional>
Video Permission for user
terminal_idstringterminalID of the client
phoneobjectLanguage selected by agent server based on CCtr user configuration
Properties
NameTypeDescription
sip_hoststringsip host to which the sip client will connect to
sip_connectedbooleanTrue = sip phone connected, False = sip phone not connected
extensionstringUsers sip number (when SIPML5 registers, it should use this number)
sip_proxiesarrayArray of ws_servers Address of SIP bridge to which we should route sip messages
capabilitiesobjectCapabilities of the user
Properties
NameTypeDescription
video_chatfalse | trueVideo chat capability of the user
phonefalse | trueAudio chat capability of the user
Source