--- updatedAt: 2026-02-10T16:03:33.000Z --- # Agent and Engagement Events # Agent and Engagement Events 1.0.1 documentation Contact Center Agent and Engagement events are available for the streaming needs of client applications via websockets. The Notification API facilitates subscribing to different families of events and transport protocols (Websockets and Webhooks). Agent & Engagement are one of these available families.\ This following focuses on the websocket implementation of Agent and Engagement events. ### Create Subscription The example provided below will create a subscription for a WebSocket stream of Agent & Engagement events. Upon a successful response a transport endpoint URL will be provided for the WebSocket interface to connect and begin consuming events from. ``` POST https://{{CCaaS_FQDN}}/api/notification/v1/accounts/{accountId}/subscriptions Content-Type: application/json Accept: application/json Header: Authorization: Bearer {{token}} ``` Request Body: ```json { "family": "AGENT_ENGAGEMENT", "events": ["ALL"], "transport": { "type": "WEBSOCKET" } } ``` Response: ```json { "subscriptionId": "fdbec917-e76e-4645-8120-4eac46f29487", "createdAt": "2020-08-01T14:25:23.162Z", "expiresAt": "2020-08-01T15:25:23.177Z", "expiresIn": 900, "status": "ACTIVE", "family": "AGENT_ENGAGEMENT", "events": [ "ALL" ], "transport": { "type": "WEBSOCKET", "endpoint": "wss://uk.cc.avayacloud.com/ws/notification/v1/agent-engagement", "pingInterval": 300 } } ``` As you have seen above agent and engagement events are subscribed to via the Notification API. In choosing WEBSOCKET as the transport option these events are then consumed through a WebSocket connection. The events are contained within JSON that makes up the payload of the WebSocket messages.\ The following section shows how to use the Websocket interface. ## Table of Contents * [Servers](#servers) * [Channels](#channels) ## Servers ### **production** Server | URL | Protocol | Description | | -------------------------------------- | -------- | ----------------------------------------------------------- | | wss\://{server}:{port}/ws/notification | wss | After connection to the websocket a new session is created. | | | | | #### URL Variables | Name | Default value | Possible values | Description | | ------ | -------------------------- | --------------- | ------------------------------------------------------ | | server | HOST-REGION.avayacloud.com | Any | - | | port | 443 | 443 | Secure connection (TLS) is available through port 443. | #### Security Requirements | Type | In | Name | Scheme | Format | Description | | ------ | -- | ---- | ------ | ------ | ----------- | | oauth2 | - | - | - | - | - | ## Channels ### **/v1/agent-engagement** Channel #### `publish` Operation Upon creating a subscription and connecting to the WebSocket endpoint you will need to send a message to the server confirming you are authenticated before any notification events will be sent. This token must be obtained from the A\&A service. **NOTE:** For further details and code examples please refer to: [How to Authenticate with Avaya Experience Platform™ APIs](https://developers.avayacloud.com/avaya-experience-platform/docs/how-to-authenticate-with-ccaas-apis) Accepts **one of** the following messages: ##### Message `authentication` The first message the client should send to server after establishing the connection must be an authentication message. ###### Payload | Name | Type | Description | Accepted values | | ----------------------------- | ------ | -------------------------------------------------------------- | --------------- | | event **(required)** | string | authentication - A constant parameter. | *Any* | | subscriptionId **(required)** | string | The unique id of the subscription. | *Any* | | token **(required)** | string | The access token string as issued by the authorization server. | *Any* | > Examples of payload *(generated)* ```json { "event": "authentication", "subscriptionId": "fdbec917-e76e-4645-8120-4eac46f29487", "token": "7e0cd42a22b451701fg29c3bde214…" } ``` ###### Tags * Authentication ##### Message `ping` Client must send ping to the server in order to determine whether connection is alive, server responds with pong.\ The ping is also used to keep the websocket connection alive, by keep sending *ping* messages every *pingInterval* time to the server. It is recommended the client send ping more frequently (every 30 seconds) to preclude any proxies from closing the connection. ###### Payload | Name | Type | Description | Accepted values | | -------------------- | ------ | ------------------------------------- | --------------- | | event **(required)** | string | ping - A constant parameter. | *Any* | | subscriptionId | string | Optional. The id of the subscription. | *Any* | > Examples of payload **pingMessage** Example of an ping message to server. ```json { "event": "ping" } ``` ###### Tags * Heartbeat #### `subscribe` Operation Notification messages that you receive from the server Accepts **one of** the following messages: ##### Message `notification` Notification event consumed over the WebSocket connection ###### Specification
This Async Specification details all the Agent and Engagement Events and structure ```yaml asyncapi: 2.1.0 info: title: Agent and Engagement Events version: 1.0.2 description: > Contact Center Agent and Engagement events are available for the streaming needs of client applications via websockets. The Notification API facilitates subscribing to different families of events and transport protocols (Websockets and Webhooks). Agent & Engagement are one of these available families. This following focuses on the websocket implementation of Agent and Engagement events. ### Create Subscription The example provided below will create a subscription for a WebSocket stream of Agent & Engagement events. Upon a successful response a transport endpoint URL will be provided for the WebSocket interface to connect and begin consuming events from. ``` POST https\://{{CCaaS_FQDN}}/api/notification/v1/accounts/{accountId}/subscriptions Content-Type: application/json Accept: application/json Header: Authorization: Bearer {{token}} ```` Request Body: ```json { "family": "AGENT_ENGAGEMENT", "events": ["ALL"], "transport": { "type": "WEBSOCKET" } } ```` Response: ```json { "subscriptionId": "fdbec917-e76e-4645-8120-4eac46f29487", "createdAt": "2020-08-01T14:25:23.162Z", "expiresAt": "2020-08-01T15:25:23.177Z", "expiresIn": 900, "status": "ACTIVE", "family": "AGENT_ENGAGEMENT", "events": [ "ALL" ], "transport": { "type": "WEBSOCKET", "endpoint": "wss://uk.cc.avayacloud.com/ws/notification/v1/agent-engagement/DYNNUG/fdbec917-e76e-4645-8120-4eac46f29487", "pingInterval": 300 } } ``` As you have seen above agent and engagement events are subscribed to via the Notification API. In choosing WEBSOCKET as the transport option these events are then consumed through a WebSocket connection. The events are contained within JSON that makes up the payload of the WebSocket messages. The following section shows how to use the Websocket interface. contact: name: Avaya API Team url: '' email: license: name: Avaya Software Development Kit (SDK) Software License Terms url: '' tags: * name: Agent and Engagement Data description: > Realtime notification events are subscribed to via the Agent and Engagement API. The events are contained within JSON that makes up the payload of the WebSocket messages. * name: Heartbeat description: > Websocket messages used for heartbeat. * name: Authentication description: > Authentication related messages. servers: production: url: wss\://{server}:{port}/ws/notification protocol: wss description: | After connection to the websocket a new session is created. security: * apiKey: \[] variables: server: default: HOST-REGION.avayacloud.com port: description: Secure connection (TLS) is available through port 443. default: '443' enum: * '443' defaultContentType: application/json channels: /v1/agent-engagement: publish: description: > Upon creating a subscription and connecting to the WebSocket endpoint you will need to send a message to the server confirming you are authenticated before any notification events will be sent. This token must be obtained from the A\&A service. **NOTE:** For further details and code examples please refer to: operationId: authenticationMessage message: oneOf: * $ref: '#/components/messages/authentication' * $ref: '#/components/messages/ping' subscribe: description: Notification messages that you receive from the server operationId: notificationMessage message: oneOf: * $ref: '#/components/messages/notification' * $ref: '#/components/messages/pong' * $ref: '#/components/messages/authenticationResponse' components: messages: authentication: name: authentication title: Authentication Message description: The first message the client should send to server after establishing the connection must be an authentication message. contentType: application/json tags: * name: Authentication payload: $ref: '#/components/schemas/Authentication' x-response: $ref: '#/components/schemas/AuthenticationResponse' notification: name: notification title: Agent and Engagement Message description: Notification event consumed over the WebSocket connection contentType: application/json tags: * name: Agent and Engagement Data payload: $ref: '#/components/schemas/Notification' ping: description: | Client must send ping to the server in order to determine whether connection is alive, server responds with pong. The ping is also used to keep the websocket connection alive, by keep sending *ping* messages every *pingInterval* time to the server. It is recommended the client send ping more frequently (every 30 seconds) to preclude any proxies from closing the connection. tags: * name: Heartbeat payload: $ref: '#/components/schemas/Ping' examples: * name: pingMessage summary: Example of an ping message to server. payload: event: 'ping' pong: description: Server pong response to a ping message. tags: * name: Heartbeat payload: $ref: '#/components/schemas/Pong' examples: * name: pongMessage summary: Example of a pong message to client. payload: event: 'pong' authenticationResponse: description: Authentication response message sent to the client after websocket authentication. tags: * name: Authentication payload: $ref: '#/components/schemas/AuthenticationResponse' schemas: Authentication: type: object additionalProperties: false properties: event: description: authentication - A constant parameter. type: string const: authentication subscriptionId: type: string description: The unique id of the subscription. token: type: string description: The access token string as issued by the authorization server. required: * event * subscriptionId * token example: event: authentication subscriptionId: fdbec917-e76e-4645-8120-4eac46f29487 token: 7e0cd42a22b451701fg29c3bde214… AuthenticationResponse: type: object additionalProperties: false properties: event: description: authenticationResponse - A constant parameter. type: string const: authenticationResponse status: type: string enum: * CONNECTION\_CONFIRMED * CONNECTION\_FAILED\_INVALID\_TOKEN * CONNECTION\_FAILED\_UNKNOWN\_SUBSCRIPTION * CONNECTION\_FAILED\_INTERNAL\_SERVER\_ERROR * CONNECTION\_FAILED\_CONSTRAINT\_VIOLATION description: | You will then receive 1 of 5 statuses: * CONNECTION\_CONFIRMED: Connection was confirmed * CONNECTION\_FAILED\_INVALID\_TOKEN: Authentication token is invalid * CONNECTION\_FAILED\_UNKNOWN\_SUBSCRIPTION: Unknown Subscription, can be for a subscription that never existed or one that is no longer active * CONNECTION\_FAILED\_INTERNAL\_SERVER\_ERROR: Server Error, client can retry later * CONNECTION\_FAILED\_CONSTRAINT\_VIOLATION: Client issue, malformed client request, client must update payload and rerty subscriptionId: type: string description: The unique id of the subscription. pingInterval: type: integer format: int64 description: | The maximum interval (seconds) at which a ping is expected to be sent by the client before websocket is closed and subscription set to INACTIVE. It is recommended the client send ping more frequently (every 30 seconds) to preclude any proxies from closing the connection. expiresInterval: type: integer format: int64 description: Expiration interval in seconds before the subscription is set to INACTIVE. example: event: authenticationResponse status: CONNECTION\_CONFIRMED subscriptionId: fdbec917-e76e-4645-8120-4eac46f29487 pingInterval: 300 expiresInterval: 900 Notification: type: object additionalProperties: false properties: correlationId: type: string description: The unique ID of the notification being sent subscriptionId: type: string description: The unique ID of the Agent and Engagement subscription family: type: string description: The family of events the subscription is for sentAt: type: string description: Datetime (in ISO 8601 format) of when the notification event was sent format: datetime accountId: type: string description: >- The unique identifier for the Account. loginId: description: > The unique login handle for the Agent. *NOTE* Only present on Agent related events type: string initiatingLoginId: description: > The unique login handle for the Agent initiating a transfer. *NOTE* Only present on Single Step Transfer related events type: string destinationLoginId: description: > The unique login handle for the Agent the transfer is being made to. *NOTE* Only present on Single Step Transfer to User related events type: string observedLoginId: description: > The unique login handle for the observed Agent. *NOTE* Only present on Agent Participant Observing related events type: string observingLoginId: description: > The unique login handle for the observing Supervisor. *NOTE* Only present on Agent Participant Observing related events type: string coachedLoginId: description: > The unique login handle for the coached Agent. *NOTE* Only present on Agent Participant Coaching related events type: string coachingLoginId: description: > The unique login handle for the coaching Supervisor. *NOTE* Only present on Agent Participant Coaching related events type: string bargingLoginId: description: > The unique login handle for the barging Supervisor. *NOTE* Only present on Agent Participant Barged related events type: string body: $ref: '#/components/schemas/NotificationBody' example: correlationId: a425851d-5225-4b76-8ca0-4fa31ecfd5db subscriptionId: fdbec917-e76e-4645-8120-4eac46f29487 family: AGENT\_ENGAGEMENT sentAt: "2020-08-24T08:20:23.395Z" accountId: DYNNUG loginId: body: event: AgentState agentId: 4a785201-73b8-4842-abf7-36f5e572d310 profileId: HomeProfile state: NOT\_READY reasonCode: 514 cause: RONA id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 NotificationBody: type: object discriminator: event description: The raw event payload that will be different based on the event. properties: event: type: string description: The name of the specific event being sent. For instance AgentState, AgentParticipant, InboundEngagementCreated, etc... oneOf: * $ref: '#/components/schemas/AgentState' * $ref: '#/components/schemas/AgentParticipant' * $ref: '#/components/schemas/AutomationParticipant' * $ref: '#/components/schemas/ExternalParticipant' * $ref: '#/components/schemas/EngagementPrerouted' * $ref: '#/components/schemas/InboundEngagementCreated' * $ref: '#/components/schemas/MatchOffered' * $ref: '#/components/schemas/OutboundEngagementCreated' * $ref: '#/components/schemas/SingleStepTransfer' * $ref: '#/components/schemas/SingleStepTransferError' * $ref: '#/components/schemas/ChannelReady' * $ref: '#/components/schemas/AfterContactWorkActivated' * $ref: '#/components/schemas/AfterContactWorkCompleted' AgentState: type: object additionalProperties: false properties: agentId: $ref: '#/components/schemas/AgentId' profileId: type: string description: >- The profile ID used to login the agent. The profile indicates what channels should be logged in. state: type: string description: >- The current state of the agent. enum: * LOGGED\_IN * LOGGED\_OUT * READY * NOT\_READY reasonCode: type: string description: The reason code for going not ready. Only for AGENT\_NOT\_READY state cause: type: string description: The cause of the agent not being ready. Only for AGENT\_NOT\_READY state id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: agentId: 4a785201-73b8-4842-abf7-36f5e572d310 profileId: HomeProfile state: NOT\_READY reasonCode: 514 cause: RONA id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 AgentParticipant: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' connectionId: $ref: '#/components/schemas/ConnectionId' action: type: string description: >- The agent participant action enum: * ADDED * HELD * UNHELD * INVITED * REMOVED * MOVED * OBSERVING * COACHING * BARGEDIN agentId: $ref: '#/components/schemas/AgentId' previousDialogId: type: string description: The unique identifier for the previous dialog the agent was a part of. Only for MOVED action dialogId: $ref: '#/components/schemas/DialogId' extension: $ref: '#/components/schemas/Extension' channelId: $ref: '#/components/schemas/ChannelId' providerEngagementId: $ref: '#/components/schemas/ProviderEngagementId' agentInitiatedDisconnect: type: boolean description: An indication if the agent initiated disconnect from the dialog. Only for REMOVED action observedAgentId: type: string description: The unique identifier for the observed agent. Only for OBSERVING action observingAgentId: type: string description: The unique identifier for the observing agent. Only for OBSERVING action observingAgentConnectionId: type: string description: The unique identifier for this appearance of the observing participant on this engagement. Only for OBSERVING action observedAgentConnectionId: type: string description: The unique identifier for this appearance of the participant already on this engagement. Only for OBSERVING action coachingAgentId: type: string description: The unique identifier for the coaching agent. Only for COACHING action coachedAgentId: type: string description: The unique identifier for the coached agent. Only for COACHING action coachingAgentConnectionId: type: string description: The unique identifier for this appearance of the coaching participant on this engagement. Only for COACHING action coachedAgentConnectionId: type: string description: The unique identifier for this appearance of the participant already on this engagement. Only for COACHING action bargingAgentId: type: string description: The unique identifier for the barging in agent. Only for BARGEDIN action bargingAgentConnectionId: type: string description: the unique identifier for this appearance of the participant barging in to this engagement. Only for BARGEDIN action id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 connectionId: b2bcbf1e-905b-4164-bab5-6efcde49933b action: ADDED agentId: 4a785201-73b8-4842-abf7-36f5e572d310 dialogId: 01005000281645486013 extension: 8010017 channelId: Voice providerEngagementId: 00001084011532384922 agentInitiatedDisconnect: false id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 AutomationParticipant: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' automationParticipantId: $ref: '#/components/schemas/AutomationParticipantId' action: type: string description: >- The automation participant action enum: * ADDED * REMOVED dialogId: $ref: '#/components/schemas/DialogId' automationType: $ref: '#/components/schemas/AutomationType' connectionId: $ref: '#/components/schemas/ConnectionId' channelId: $ref: '#/components/schemas/ChannelId' providerEngagementId: $ref: '#/components/schemas/ProviderEngagementId' automationInitiatedDisconnect: $ref: '#/components/schemas/AutomationInitiatedDisconnect' id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 automationParticipantId: AvayaVoiceIVR action: ADDED dialogId: 01005000281645486013 automationType: SELF\_SERVICE connectionId: d2775626-66d4-459b-8147-09ea4b98c370 channelId: Voice providerEngagementId: 00001084011532384922 automationInitiatedDisconnect: false id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 ExternalParticipant: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' externalParticipantId: $ref: '#/components/schemas/ExternalParticipantId' action: type: string description: >- The external participant action enum: * ADDED * REMOVED * INVITED connectionId: $ref: '#/components/schemas/ConnectionId' dialogId: $ref: '#/components/schemas/DialogId' channelId: $ref: '#/components/schemas/ChannelId' providerEngagementId: $ref: '#/components/schemas/ProviderEngagementId' externalParticipantInitiatedDisconnect: type: boolean description: An indication if the external participant (aka the Customer) initiated disconnect from the dialog id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 externalParticipantId: +35395554321 action: ADDED connectionId: b2bcbf1e-905b-4164-bab5-6efcde49933b dialogId: 01005000281645486013 channelId: Voice providerEngagementId: 00001084011532384922 externalParticipantInitiatedDisconnect: true id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 EngagementPrerouted: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' dialogId: $ref: '#/components/schemas/DialogId' orchestrationFlow: $ref: '#/components/schemas/OrchestrationFlow' attributes: $ref: '#/components/schemas/Attributes' attributeList: type: array description: > A simplified flat list of attributes *NOTE* this flat array of attributes will help to easily identify “System.Outbound” to represent a POM call items: type: string engagementParameters: $ref: '#/components/schemas/EngagementParameters' agentRoutingStrategy: $ref: '#/components/schemas/AgentRouting' adhocEmail: type: boolean description: Flag to determine if adhoc email or not (email routing only) autoResponse: type: string description: The auto response suggested to be used channelProviderId: $ref: '#/components/schemas/ChannelProviderId' channelId: $ref: '#/components/schemas/ChannelId' channelIdentifier: type: string description: The channel identifier of the engagement queue: type: object additionalProperties: false description: The queue details properties: queueId: type: string description: The unique identifier of the queue queueName: type: string description: The name of the queue priority: type: integer description: The priority of the queue proficiencyRangeMin: type: integer description: The minimum proficiency of the queue proficiencyRangeMax: type: integer description: The maximum proficiency of the queue customerIdentifiers: $ref: '#/components/schemas/CustomerIdentifiers' externalParticipantId: $ref: '#/components/schemas/ExternalParticipantId' sourceAddress: type: string description: The source address of the external participant, e.g. calling number or customer email destinationAddress: $ref: '#/components/schemas/DestinationAddress' subject: type: string description: The subject field of the incoming email id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 dialogId: 01005000281645486013 orchestrationFlow: OneCloud Voice Outbound attributes: category: Language values: * English attributeList: * System.Outbound engagementParameters: language: en adhocEmail: false channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 channelId: Voice channelIdentifier: Voice queue: queueId: 6d1490d5-7886-417d-ac85-fb0825d53a93 queueName: Default priority: 5 proficiencyRangeMin: 1 proficiencyRangeMax: 1 externalParticipantId: +35395554321 sourceAddress: +35395554321 destinationAddress: +12125554321 id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 InboundEngagementCreated: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' connectionId: $ref: '#/components/schemas/ConnectionId' externalParticipantId: $ref: '#/components/schemas/ExternalParticipantId' dialogId: $ref: '#/components/schemas/DialogId' callingNumber: type: string description: The calling number of the external participant dialledNumber: type: string description: The original dialed number for the engagement channelId: $ref: '#/components/schemas/ChannelId' customerIdentifiers: $ref: '#/components/schemas/CustomerIdentifiers' providerEngagementId: $ref: '#/components/schemas/ProviderEngagementId' engagementParameters: $ref: '#/components/schemas/EngagementParameters' id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 connectionId: d2775626-66d4-459b-8147-09ea4b98c370 externalParticipantId: +35395554321 dialogId: 01005000281645486013 callingNumber: +15551235555 dialledNumber: +18005555555 channelId: Voice providerEngagementId: 00001084011532384922 engagementParameters: language: en id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 MatchOffered: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' matchId: type: string description: The unique identifier for this match correlationId: type: string description: The correlation Id from the original match request (can be ignored) strategy: type: string description: >- The agent selection strategy used for this match (values include MOST\_IDLE or OCCUPANCY) enum: * MOST\_IDLE * OCCUPANCY offeredQueue: $ref: '#/components/schemas/OfferedQueue' offeredService: $ref: '#/components/schemas/OfferedService' offeredSpecifiedAgent: $ref: '#/components/schemas/OfferedSpecifiedAgent' id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 matchId: 43dc4b96-dfd6-438c-867e-a0d032e1e0a6 correlationId: 1682f876-f7b7-4347-accd-495cae95f860 strategy: MOST\_IDLE id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 OutboundEngagementCreated: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' agentId: $ref: '#/components/schemas/AgentId' dialogId: $ref: '#/components/schemas/DialogId' destinationAddress: $ref: '#/components/schemas/DestinationAddress' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' channelId: $ref: '#/components/schemas/ChannelId' customerIdentifiers: $ref: '#/components/schemas/CustomerIdentifiers' engagementParameters: $ref: '#/components/schemas/EngagementParameters' id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 agentId: zz3tDKfrQx-Mv78Q\_AIpGG dialogId: 01005000281645486013 destinationAddress: +12125554321 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 channelId: Voice engagementParameters: language: en id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 SingleStepTransfer: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' initiatingAgentId: $ref: '#/components/schemas/InitiatingAgentId' transferTo: type: string description: >- The type of the transfer enum: * QUEUE * USER * AUTOMATION * EXTERNAL destination: type: string description: >- Contains different values accordingly to transferTo: * If transferTo is QUEUE, then returns the queueId * If transferTo is USER, then returns the destinationAgentId * If transferTo is AUTOMATION, then returns the ivrAddress * If transferTo is EXTERNAL, then returns the externalAddress queueId: $ref: '#/components/schemas/QueueId' queueName: $ref: '#/components/schemas/QueueName' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' connectionId: $ref: '#/components/schemas/ConnectionId' dialogId: $ref: '#/components/schemas/DialogId' providerDialogId: $ref: '#/components/schemas/ProviderDialogId' channelId: $ref: '#/components/schemas/ChannelId' correlationId: $ref: '#/components/schemas/CorrelationId' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 initiatingAgentId: ab8f46f8-fd79-4380-8d0e-ce739ca481db transferTo: QUEUE destination: 16119117-7986-426e-bd3f-6f2e1d92ee1d queueId: 16119117-7986-426e-bd3f-6f2e1d92ee1d queueName: VoiceQ channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 connectionId: d2775626-66d4-459b-8147-09ea4b98c370 dialogId: 01005000281645486013 providerDialogId: 00001000321636990744 channelId: Voice correlationId: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 SingleStepTransferError: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' initiatingAgentId: $ref: '#/components/schemas/InitiatingAgentId' transferTo: type: string description: >- The type of the transfer enum: * QUEUE * USER * AUTOMATION * EXTERNAL errorType: type: string description: >- The type of the error enum: * CANCELLED * FAILED destination: type: string description: >- Contains different values accordingly to transferTo: * If transferTo is QUEUE, then returns the queueId * If transferTo is USER, then returns the destinationAgentId * If transferTo is AUTOMATION, then returns the ivrAddress * If transferTo is EXTERNAL, then returns the externalAddress dialogId: $ref: '#/components/schemas/DialogId' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' channelId: $ref: '#/components/schemas/ChannelId' correlationId: $ref: '#/components/schemas/CorrelationId' title: $ref: '#/components/schemas/ErrorTitle' detail: $ref: '#/components/schemas/ErrorDetail' id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 initiatingAgentId: ab8f46f8-fd79-4380-8d0e-ce739ca481db transferTo: USER errorType: CANCELLED destination: db9c8c9b-cb3a-42c9-8078-7a347726f016 dialogId: 01005000281645486013 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 channelId: Voice correlationId: d3c8400d-c44f-4451-8316-e75c4efb8bb2 title: Engagement no longer active detail: The current engagement has terminated id: d433ef5c-7954-4b39-9d99-ab9ffeae725b timestamp: 9223372036854776000 ChannelReady: type: object additionalProperties: false properties: agentId: $ref: '#/components/schemas/AgentId' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' channelId: $ref: '#/components/schemas/ChannelId' id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: agentId: zz3tDKfrQx-Mv78Q\_AIpGG channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 channelId: Voice id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 AfterContactWorkActivated: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' agentId: $ref: '#/components/schemas/AgentId' dialogId: $ref: '#/components/schemas/DialogId' connectionId: $ref: '#/components/schemas/ConnectionId' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' channelId: $ref: '#/components/schemas/ChannelId' id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 agentId: zz3tDKfrQx-Mv78Q\_AIpGG dialogId: 01005000281645486013 connectionId: d2775626-66d4-459b-8147-09ea4b98c370 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 channelId: Voice id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 AfterContactWorkCompleted: type: object additionalProperties: false properties: engagementId: $ref: '#/components/schemas/EngagementId' agentId: $ref: '#/components/schemas/AgentId' dialogId: $ref: '#/components/schemas/DialogId' connectionId: $ref: '#/components/schemas/ConnectionId' channelProviderId: $ref: '#/components/schemas/ChannelProviderId' channelId: $ref: '#/components/schemas/ChannelId' id: $ref: '#/components/schemas/Id' timestamp: $ref: '#/components/schemas/Timestamp' example: engagementId: 15bcf682-3edf-4c79-b083-07864fa1fb55 agentId: zz3tDKfrQx-Mv78Q\_AIpGG dialogId: 01005000281645486013 connectionId: d2775626-66d4-459b-8147-09ea4b98c370 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 channelId: Voice id: d3c8400d-c44f-4451-8316-e75c4efb8bb2 timestamp: 9223372036854776000 OfferedQueue: type: object additionalProperties: false description: The offered queue details including offered agent properties: queueId: type: string description: The unique identifier of this queue channelId: type: string description: The channel of this queue priority: type: integer description: The priority of this service rank: type: integer description: The rank of this service proficiencyRangeMin: type: integer description: The minimum proficiency of this service proficiencyRangeMax: type: integer description: The maximum proficiency of this service attributes: type: array description: > A simplified flat list of attributes items: type: string offeredAgentData: $ref: '#/components/schemas/OfferedAgentData' example: priority: 1 rank: 1 proficiencyRangeMin: 1 proficiencyRangeMax: 1 attributes: category: Language values: * English OfferedService: type: object additionalProperties: false description: Details about the service offered including the offered agent properties: priority: type: integer description: The priority of this service rank: type: integer description: The rank of this service proficiencyRangeMin: type: integer description: The minimum proficiency of this service proficiencyRangeMax: type: integer description: The maximum proficiency of this service attributes: $ref: '#/components/schemas/Attributes' offeredAgentData: $ref: '#/components/schemas/OfferedAgentData' example: priority: 1 rank: 1 proficiencyRangeMin: 1 proficiencyRangeMax: 1 attributes: category: Language values: * English OfferedAgentData: type: object additionalProperties: false description: Details about the agent properties: agentId: $ref: '#/components/schemas/AgentId' providerAgentId: type: string description: The provider agent id of the offered agent channelProviderId: $ref: '#/components/schemas/ChannelProviderId' channelId: $ref: '#/components/schemas/ChannelId' channelProviderAddress: type: string description: The address of the engagement provider providerAgentAddress: type: string format: email description: The address of the agent example: agentId: 4a785201-73b8-4842-abf7-36f5e572d310 providerAgentId: 8011001 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 channelId: Voice channelProviderAddress: +7775550113555 providerAgentAddress: <8011001@org.com> OfferedSpecifiedAgent: type: object additionalProperties: false description: Details about the agent specified in the match request properties: rank: type: integer description: The rank of this agent offeredSpecifiedAgentData: $ref: '#/components/schemas/OfferedSpecifiedAgentData' OfferedSpecifiedAgentData: type: object additionalProperties: false properties: agentId: $ref: '#/components/schemas/AgentId' providerAgentId: type: string description: The provider agent id of the offered agent channelProviderId: $ref: '#/components/schemas/ChannelProviderId' channelId: $ref: '#/components/schemas/ChannelId' channelProviderAddress: type: string description: The address of the engagement provider providerAgentAddress: type: string format: email description: The address of the agent example: agentId: 4a785201-73b8-4842-abf7-36f5e572d310 providerAgentId: 8011001 channelProviderId: 4dc53692-e25c-4e8c-a780-0b2f05008478 channelId: Voice channelProviderAddress: +7775550113555 providerAgentAddress: <8011001@org.com> Attribute: type: object additionalProperties: false description: A Category and Values identified for routing the call properties: category: type: string description: A category for routing values: type: array description: A list of values specific to the category items: type: string Attributes: type: array description: A list of Category and Values identified for routing the call items: $ref: '#/components/schemas/Attribute' AgentId: type: string description: The unique identifier for the Agent AutomationType: type: string description: The type of automation being added AutomationInitiatedDisconnect: type: boolean description: >- An indication if the automation participant initiated disconnect from the dialog AutomationParticipantId: type: string description: The unique identifier for the automation participant ConnectionId: type: string description: >- The unique identifier for this appearance of this specific participant on the engagement ChannelId: type: string description: The channel ID which represents the media type ChannelProviderId: type: string description: The unique identifier for this engagement provider CustomerIdentifiers: type: object additionalProperties: false description: > A set of attributes used to identify the customer if any are known at engagement creation. *NOTE:* the list of Customer Identifiers is configurable per account so expect this to be dynamic per customer. This will include all known customer identifiers, but some customers may have more or less collected than others.' properties: phoneNumbers: type: array items: type: string emailAddresses: type: array items: type: string accountIds: type: array items: type: string DialogId: type: string description: > The identifier for the dialog. *NOTE* this will equate to the UCID created by the ASBCE for an inbound call EngagementId: type: string description: The unique identifier for this engagement Extension: type: string description: The extension/line of the agent ExternalParticipantId: type: string description: > The Channel Provider's identifier for this external participant (aka the Customer) Id: type: string description: Each event has its own unique ID ProviderEngagementId: type: string description: The provider-native identifier for the engagement Timestamp: type: string description: Timestamp (milliseconds since epoch) when the event was generated format: long Ping: type: object additionalProperties: false properties: event: description: ping - A constant parameter. type: string const: ping subscriptionId: description: Optional. The id of the subscription. type: string required: * event Pong: type: object additionalProperties: false properties: event: description: pong - A constant parameter. type: string const: pong required: * event DestinationAddress: type: string description: > Destination number or uri EngagementParameters: type: object additionalProperties: false description: > Additional information that could be tagged on an engagement OrchestrationFlow: type: string description: > The orchestration flow name that should be used for this engagement AgentRouting: type: object additionalProperties: false description: > Agent routing strategy configuration properties: type: type: string description: > LAR: last Agent routing, PAR: preferred Agent Routing enum: * LAR * PAR waitTime: type: integer description: > Wait time in minutes before default routing is applied InitiatingAgentId: type: string description: > The unique identifier for the agent that initiated the transfer QueueId: type: string description: > The destination queue identifier for the transfer or the fallback queue in the event destination agent is not available QueueName: type: string description: > The destination queue name of the transfer or the fallback queue in the event destination agent is not available CorrelationId: type: string description: > The correlationId for the request. This should be referenced when notifying a related error DestinationAgentId: type: string description: > A unique identifier for the destination agent of the transfer ErrorTitle: type: string description: The error description ErrorDetail: type: string description: The cause of the error ExternalAddress: type: string description: > The number or URI of the target external party IvrAddress: type: string description: > The number used to access the required automation (typically an IVR) ProviderDialogId: type: string description: > The unique identifier of the dialog generated by provider securitySchemes: apiKey: type: oauth2 flows: password: tokenUrl: scopes: {} ````
> AsyncAPI code generator Please use the AsyncAPI code generator to build client SDK to interface with the Avaya Experience Platform™ Notification Agent and Engagement Async API. https://www.asyncapi.com/tools/generator The above specification can also be loaded into the AsyncAPI Studio for a user-friendly view similar to Swagger. https://studio.asyncapi.com/ ###### Payload
Payload details | Name | Type | Description | Accepted values | | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------- | | correlationId | string | The unique ID of the notification being sent | _Any_ | | subscriptionId | string | The unique ID of the Agent and Engagement subscription | _Any_ | | family | string | The family of events the subscription is for | _Any_ | | sentAt | string | Datetime (in ISO 8601 format) of when the notification event was sent | _Any_ | | accountId | string | The unique identifier for the Account. | _Any_ | | loginId | string | The unique login handle for the Agent. | | | _NOTE_ Only present on Agent related events | _Any_ | | | | initiatingLoginId | string | The unique login handle for the Agent initiating a transfer. | | | _NOTE_ Only present on Single Step Transfer related events | _Any_ | | | | destinationLoginId | string | The unique login handle for the Agent the transfer is being made to. | | | _NOTE_ Only present on Single Step Transfer to User related events | _Any_ | | | | body | objectoneOf | The raw event payload that will be different based on the event. | _Any_ | | body.0 | object | - | _Any_ | | body.0.agentId | string | The unique identifier for the Agent | _Any_ | | body.0.profileId | string | The profile ID used to login the agent. The profile indicates what channels should be logged in. | _Any_ | | body.0.state | string | The current state of the agent. | LOGGED_IN, LOGGED_OUT, READY, NOT_READY | | body.0.reasonCode | string | The reason code for going not ready. Only for AGENT_NOT_READY state | _Any_ | | body.0.cause | string | The cause of the agent not being ready. Only for AGENT_NOT_READY state | _Any_ | | body.0.id | string | Each event has its own unique ID | _Any_ | | body.0.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.1 | object | - | _Any_ | | body.1.engagementId | string | The unique identifier for this engagement | _Any_ | | body.1.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.1.connectionId | string | The unique identifier for this appearance of this specific participant on the engagement | _Any_ | | body.1.action | string | The agent participant action | ADDED, HELD, UNHELD, INVITED, REMOVED | | body.1.agentId | string | The unique identifier for the Agent | _Any_ | | body.1.dialogId | string | The identifier for the dialog. _NOTE_ this will equate to the UCID created by the ASBCE for an inbound call | _Any_ | | body.1.extension | string | The extension/line of the agent | _Any_ | | body.1.channelId | string | The channel ID which represents the media type | _Any_ | | body.1.providerEngagementId | string | The provider-native identifier for the engagement | _Any_ | | body.1.agentInitiatedDisconnect | boolean | An indication if the agent initiated disconnect from the dialog. Only for REMOVED action | _Any_ | | body.1.id | string | Each event has its own unique ID | _Any_ | | body.1.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.2 | object | - | _Any_ | | body.2.engagementId | string | The unique identifier for this engagement | _Any_ | | body.2.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.2.automationParticipantId | string | The unique identifier for the automation participant | _Any_ | | body.2.action | string | The automation participant action | ADDED, REMOVED | | body.2.dialogId | string | The identifier for the dialog. _NOTE_ this will equate to the UCID created by the ASBCE for an inbound call | _Any_ | | body.2.automationType | string | The type of automation being added | _Any_ | | body.2.connectionId | string | The unique identifier for this appearance of this specific participant on the engagement | _Any_ | | body.2.channelId | string | The channel ID which represents the media type | _Any_ | | body.2.providerEngagementId | string | The provider-native identifier for the engagement | _Any_ | | body.2.automationInitiatedDisconnect | boolean | An indication if the automation participant initiated disconnect from the dialog | _Any_ | | body.2.id | string | Each event has its own unique ID | _Any_ | | body.2.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.3 | object | - | _Any_ | | body.3.engagementId | string | The unique identifier for this engagement | _Any_ | | body.3.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.3.externalParticipantId | string | The Channel Provider's identifier for this external participant (aka the Customer) | _Any_ | | body.3.action | string | The external participant action | ADDED, REMOVED, INVITED | | body.3.connectionId | string | The unique identifier for this appearance of this specific participant on the engagement | _Any_ | | body.3.dialogId | string | The identifier for the dialog. _NOTE_ this will equate to the UCID created by the ASBCE for an inbound call | _Any_ | | body.3.channelId | string | The channel ID which represents the media type | _Any_ | | body.3.providerEngagementId | string | The provider-native identifier for the engagement | _Any_ | | body.3.externalParticipantInitiatedDisconnect | boolean | An indication if the external participant (aka the Customer) initiated disconnect from the dialog | _Any_ | | body.3.id | string | Each event has its own unique ID | _Any_ | | body.3.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.4 | object | - | _Any_ | | body.4.engagementId | string | The unique identifier for this engagement | _Any_ | | body.4.dialogId | string | The identifier for the dialog. _NOTE_ this will equate to the UCID created by the ASBCE for an inbound call | _Any_ | | body.4.orchestrationFlow | string | The orchestration flow name that should be used for this engagement | _Any_ | | body.4.attributes | arrayobject | A list of Category and Values identified for routing the call | _Any_ | | body.4.attributes.category | string | A category for routing | _Any_ | | body.4.attributes.values | arraystring | A list of values specific to the category | _Any_ | | body.4.attributeList | arraystring | A simplified flat list of attributes | | | _NOTE_ this flat array of attributes will help to easily identify “System.Outbound” to represent a POM call | _Any_ | | | | body.4.engagementParameters | object | Additional information that could be tagged on an engagement | _Any_ | | body.4.agentRoutingStrategy | object | Agent routing strategy configuration | _Any_ | | body.4.agentRoutingStrategy.type | string | LAR: last Agent routing, PAR: preferred Agent Routing | LAR, PAR | | body.4.agentRoutingStrategy.waitTime | integer | Wait time in minutes before default routing is applied | _Any_ | | body.4.adhocEmail | boolean | Flag to determine if adhoc email or not (email routing only) | _Any_ | | body.4.autoResponse | string | The auto response suggested to be used | _Any_ | | body.4.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.4.channelId | string | The channel ID which represents the media type | _Any_ | | body.4.channelIdentifier | string | The channel identifier of the engagement | _Any_ | | body.4.queue | object | The queue details | _Any_ | | body.4.queue.queueId | integer | The unique identifier of the queue | _Any_ | | body.4.queue.queueName | integer | The name of the queue | _Any_ | | body.4.queue.priority | integer | The priority of the queue | _Any_ | | body.4.queue.proficiencyRangeMin | integer | The minimum proficiency of the queue | _Any_ | | body.4.queue.proficiencyRangeMax | integer | The maximum proficiency of the queue | _Any_ | | body.4.customerIdentifiers | object | A set of attributes used to identify the customer if any are known at engagement creation. | | | _NOTE:_ the list of Customer Identifiers is configurable per account so expect this to be dynamic per customer. This will include all known customer identifiers, but some customers may have more or less collected than others.' | _Any_ | | | | body.4.customerIdentifiers.phoneNumbers | arraystring | - | _Any_ | | body.4.customerIdentifiers.emailAddresses | arraystring | - | _Any_ | | body.4.customerIdentifiers.accountIds | arraystring | - | _Any_ | | body.4.externalParticipantId | string | The Channel Provider's identifier for this external participant (aka the Customer) | _Any_ | | body.4.sourceAddress | string | The source address of the external participant, e.g. calling number or customer email | _Any_ | | body.4.destinationAddress | string | Destination number or uri | _Any_ | | body.4.subject | string | The subject field of the incoming email | _Any_ | | body.4.id | string | Each event has its own unique ID | _Any_ | | body.4.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.5 | object | - | _Any_ | | body.5.engagementId | string | The unique identifier for this engagement | _Any_ | | body.5.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.5.connectionId | string | The unique identifier for this appearance of this specific participant on the engagement | _Any_ | | body.5.externalParticipantId | string | The Channel Provider's identifier for this external participant (aka the Customer) | _Any_ | | body.5.dialogId | string | The identifier for the dialog. _NOTE_ this will equate to the UCID created by the ASBCE for an inbound call | _Any_ | | body.5.callingNumber | string | The calling number of the external participant | _Any_ | | body.5.dialledNumber | string | The original dialed number for the engagement | _Any_ | | body.5.channelId | string | The channel ID which represents the media type | _Any_ | | body.5.customerIdentifiers | object | A set of attributes used to identify the customer if any are known at engagement creation. | | | _NOTE:_ the list of Customer Identifiers is configurable per account so expect this to be dynamic per customer. This will include all known customer identifiers, but some customers may have more or less collected than others.' | _Any_ | | | | body.5.customerIdentifiers.phoneNumbers | arraystring | - | _Any_ | | body.5.customerIdentifiers.emailAddresses | arraystring | - | _Any_ | | body.5.customerIdentifiers.accountIds | arraystring | - | _Any_ | | body.5.providerEngagementId | string | The provider-native identifier for the engagement | _Any_ | | body.5.engagementParameters | object | Additional information that could be tagged on an engagement | _Any_ | | body.5.id | string | Each event has its own unique ID | _Any_ | | body.5.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.6 | object | - | _Any_ | | body.6.engagementId | string | The unique identifier for this engagement | _Any_ | | body.6.matchId | string | The unique identifier for this match | _Any_ | | body.6.correlationId | string | The correlation Id from the original match request (can be ignored) | _Any_ | | body.6.strategy | string | The agent selection strategy used for this match (values include MOST_IDLE or OCCUPANCY) | MOST_IDLE, OCCUPANCY | | body.6.offeredQueue | object | The offered queue details including offered agent | _Any_ | | body.6.offeredQueue.queueId | integer | The unique identifier of this queue | _Any_ | | body.6.offeredQueue.channelId | integer | The channel of this queue | _Any_ | | body.6.offeredQueue.priority | integer | The priority of this service | _Any_ | | body.6.offeredQueue.rank | integer | The rank of this service | _Any_ | | body.6.offeredQueue.proficiencyRangeMin | integer | The minimum proficiency of this service | _Any_ | | body.6.offeredQueue.proficiencyRangeMax | integer | The maximum proficiency of this service | _Any_ | | body.6.offeredQueue.attributes | arrayobject | A list of Category and Values identified for routing the call | _Any_ | | body.6.offeredQueue.attributes.category | string | A category for routing | _Any_ | | body.6.offeredQueue.attributes.values | arraystring | A list of values specific to the category | _Any_ | | body.6.offeredQueue.offeredAgentData | object | Details about the agent | _Any_ | | body.6.offeredQueue.offeredAgentData.agentId | string | The unique identifier for the Agent | _Any_ | | body.6.offeredQueue.offeredAgentData.providerAgentId | string | The provider agent id of the offered agent | _Any_ | | body.6.offeredQueue.offeredAgentData.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.6.offeredQueue.offeredAgentData.channelId | string | The channel ID which represents the media type | _Any_ | | body.6.offeredQueue.offeredAgentData.channelProviderAddress | string | The address of the engagement provider | _Any_ | | body.6.offeredQueue.offeredAgentData.providerAgentAddress | string | The address of the agent | _Any_ | | body.6.offeredService | object | Details about the service offered including the offered agent | _Any_ | | body.6.offeredService.priority | integer | The priority of this service | _Any_ | | body.6.offeredService.rank | integer | The rank of this service | _Any_ | | body.6.offeredService.proficiencyRangeMin | integer | The minimum proficiency of this service | _Any_ | | body.6.offeredService.proficiencyRangeMax | integer | The maximum proficiency of this service | _Any_ | | body.6.offeredService.attributes | arrayobject | A list of Category and Values identified for routing the call | _Any_ | | body.6.offeredService.attributes.category | string | A category for routing | _Any_ | | body.6.offeredService.attributes.values | arraystring | A list of values specific to the category | _Any_ | | body.6.offeredService.offeredAgentData | object | Details about the agent | _Any_ | | body.6.offeredService.offeredAgentData.agentId | string | The unique identifier for the Agent | _Any_ | | body.6.offeredService.offeredAgentData.providerAgentId | string | The provider agent id of the offered agent | _Any_ | | body.6.offeredService.offeredAgentData.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.6.offeredService.offeredAgentData.channelId | string | The channel ID which represents the media type | _Any_ | | body.6.offeredService.offeredAgentData.channelProviderAddress | string | The address of the engagement provider | _Any_ | | body.6.offeredService.offeredAgentData.providerAgentAddress | string | The address of the agent | _Any_ | | body.6.offeredSpecifiedAgent | object | Details about the agent specified in the match request | _Any_ | | body.6.offeredSpecifiedAgent.rank | integer | The rank of this agent | _Any_ | | body.6.offeredSpecifiedAgent.offeredSpecifiedAgentData | object | - | _Any_ | | body.6.offeredSpecifiedAgent.offeredSpecifiedAgentData.agentId | string | The unique identifier for the Agent | _Any_ | | body.6.offeredSpecifiedAgent.offeredSpecifiedAgentData.providerAgentId | string | The provider agent id of the offered agent | _Any_ | | body.6.offeredSpecifiedAgent.offeredSpecifiedAgentData.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.6.offeredSpecifiedAgent.offeredSpecifiedAgentData.channelId | string | The channel ID which represents the media type | _Any_ | | body.6.offeredSpecifiedAgent.offeredSpecifiedAgentData.channelProviderAddress | string | The address of the engagement provider | _Any_ | | body.6.offeredSpecifiedAgent.offeredSpecifiedAgentData.providerAgentAddress | string | The address of the agent | _Any_ | | body.6.id | string | Each event has its own unique ID | _Any_ | | body.6.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.7 | object | - | _Any_ | | body.7.engagementId | string | The unique identifier for this engagement | _Any_ | | body.7.agentId | string | The unique identifier for the Agent | _Any_ | | body.7.dialogId | string | The identifier for the dialog. _NOTE_ this will equate to the UCID created by the ASBCE for an inbound call | _Any_ | | body.7.destinationAddress | string | Destination number or uri | _Any_ | | body.7.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.7.channelId | string | The channel ID which represents the media type | _Any_ | | body.7.customerIdentifiers | object | A set of attributes used to identify the customer if any are known at engagement creation. | | | _NOTE:_ the list of Customer Identifiers is configurable per account so expect this to be dynamic per customer. This will include all known customer identifiers, but some customers may have more or less collected than others.' | _Any_ | | | | body.7.customerIdentifiers.phoneNumbers | arraystring | - | _Any_ | | body.7.customerIdentifiers.emailAddresses | arraystring | - | _Any_ | | body.7.customerIdentifiers.accountIds | arraystring | - | _Any_ | | body.7.engagementParameters | object | Additional information that could be tagged on an engagement | _Any_ | | body.7.id | string | Each event has its own unique ID | _Any_ | | body.7.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.8 | object | - | _Any_ | | body.8.engagementId | string | The unique identifier for this engagement | _Any_ | | body.8.initiatingAgentId | string | The unique identifier for the agent that initiated the transfer | _Any_ | | body.8.transferTo | string | The type of the transfer | QUEUE, USER, AUTOMATION, EXTERNAL | | body.8.destination | string | Contains different values accordingly to transferTo: - If transferTo is QUEUE, then returns the queueId - If transferTo is USER, then returns the destinationAgentId - If transferTo is AUTOMATION, then returns the ivrAddress - If transferTo is EXTERNAL, then returns the externalAddress | _Any_ | | body.8.queueId | string | The destination queue identifier for the transfer or the fallback queue in the event destination agent is not available | _Any_ | | body.8.queueName | string | The destination queue name of the transfer or the fallback queue in the event destination agent is not available | _Any_ | | body.8.channelProviderId | string | The unique identifier for this engagement provider | _Any_ | | body.8.connectionId | string | The unique identifier for this appearance of this specific participant on the engagement | _Any_ | | body.8.dialogId | string | The identifier for the dialog. _NOTE_ this will equate to the UCID created by the ASBCE for an inbound call | _Any_ | | body.8.providerDialogId | string | The unique identifier of the dialog generated by provider | _Any_ | | body.8.channelId | string | The channel ID which represents the media type | _Any_ | | body.8.correlationId | string | The correlationId for the request. This should be referenced when notifying a related error | _Any_ | | body.8.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ | | body.9 | object | - | _Any_ | | body.9.engagementId | string | The unique identifier for this engagement | _Any_ | | body.9.initiatingAgentId | string | The unique identifier for the agent that initiated the transfer | _Any_ | | body.9.transferTo | string | The type of the transfer | QUEUE, USER, AUTOMATION, EXTERNAL | | body.9.errorType | string | The type of the error | CANCELLED, FAILED | | body.9.destination | string | Contains different values accordingly to transferTo: | |
- If transferTo is QUEUE, then returns the queueId - If transferTo is USER, then returns the destinationAgentId - If transferTo is AUTOMATION, then returns the ivrAddress - If transferTo is EXTERNAL, then returns the externalAddress | _Any_ \| | body.9.dialogId | string | The identifier for the dialog. _NOTE_ this will equate to the UCID created by the ASBCE for an inbound call | _Any_ \| | body.9.channelProviderId | string | The unique identifier for this engagement provider | _Any_ \| | body.9.channelId | string | The channel ID which represents the media type | _Any_ \| | body.9.correlationId | string | The correlationId for the request. This should be referenced when notifying a related error | _Any_ \| | body.9.title | string | The error description | _Any_ \| | body.9.detail | string | The cause of the error | _Any_ \| | body.9.id | string | Each event has its own unique ID | _Any_ \| | body.9.timestamp | string | Timestamp (milliseconds since epoch) when the event was generated | _Any_ \| | body.event | string | The name of the specific event being sent. For instance AgentState, AgentParticipant, InboundEngagementCreated, etc... | _Any_ \| > Examples of payload _(generated)_ ```json { "correlationId": "a425851d-5225-4b76-8ca0-4fa31ecfd5db", "subscriptionId": "fdbec917-e76e-4645-8120-4eac46f29487", "family": "AGENT_ENGAGEMENT", "sentAt": "2020-08-24T08:20:23.395Z", "accountId": "DYNNUG", "loginId": "agent1@test.com", "body": { "event": "AgentState", "agentId": "4a785201-73b8-4842-abf7-36f5e572d310", "profileId": "HomeProfile", "state": "NOT_READY", "reasonCode": 514, "cause": "RONA", "id": "d3c8400d-c44f-4451-8316-e75c4efb8bb2", "timestamp": 9223372036854776000 } } ```` ###### Tags * Agent and Engagement Data ##### Message `pong` Server pong response to a ping message. ###### Payload | Name | Type | Description | Accepted values | | -------------------- | ------ | ---------------------------- | --------------- | | event **(required)** | string | pong - A constant parameter. | *Any* | > Examples of payload **pongMessage** Example of a pong message to client. ```json { "event": "pong" } ``` ###### Tags * Heartbeat ##### Message `authenticationResponse` Authentication response message sent to the client after websocket authentication. ###### Payload | Name | Type | Description | Accepted values | | ------ | ------ | ---------------------------------------------- | --------------- | | event | string | authenticationResponse - A constant parameter. | *Any* | | status | string | You will then receive 1 of 5 statuses: | | * CONNECTION\_CONFIRMED: Connection was confirmed * CONNECTION\_FAILED\_INVALID\_TOKEN: Authentication token is invalid * CONNECTION\_FAILED\_UNKNOWN\_SUBSCRIPTION: Unknown Subscription, can be for a subscription that never existed or one that is no longer active * CONNECTION\_FAILED\_INTERNAL\_SERVER\_ERROR: Server Error, client can retry later * CONNECTION *FAILED\_CONSTRAINT\_VIOLATION: Client issue, malformed client request, client must update payload and rerty | CONNECTION\_CONFIRMED, CONNECTION\_FAILED\_INVALID\_TOKEN, CONNECTION\_FAILED\_UNKNOWN\_SUBSCRIPTION, CONNECTION\_FAILED\_INTERNAL\_SERVER\_ERROR, CONNECTION\_FAILED\_CONSTRAINT\_VIOLATION |\ \| subscriptionId | string | The unique id of the subscription. |*Any\_ |\ \| pingInterval | integer | The maximum interval (seconds) at which a ping is expected to be sent by the client before websocket is closed and subscription set to INACTIVE. It is recommended the client send ping more frequently (every 30 seconds) to preclude any proxies from closing the connection. | *Any* |\ \| expiresInterval | integer | Expiration interval in seconds before the subscription is set to INACTIVE. | *Any* | > Examples of payload *(generated)* ```json { "event": "authenticationResponse", "status": "CONNECTION_CONFIRMED", "subscriptionId": "fdbec917-e76e-4645-8120-4eac46f29487", "pingInterval": 300, "expiresInterval": 900 } ``` ###### Tags * Authentication