Events - Contact Center Express

Global Chat Contact Events


Field	Description
id	The unique ID of the contact.
author	The author of the contact's status (from the author field of the contact).
title	The title of the contact's status (from the title field of the contact).
status	The status of the contact.
statusUserId	The user who most recently changed the contact status.
statusReason	The reason the contact is in the current state.
statusTimeStamp	The time at which the contact's status was changed.
publishDate	The date when Customer Collaboration Platform received the contact.
tags	The list of tags associated with the contact.
refURL	The REST reference URL of the contact.
chatIsInvited	A boolean value to indicate whether this chat was initiated using a chat invitation or not.

When an application subscribes to ccp.contacts.chat node, it receives events when a contact is updated in one of the following ways:

The contact's tags are modified. (This happens any time the contact's update REST API includes the tags field.)
The contact's status is modified.

The actual payload of the XML event is as follows:


<SocialContact xmlns="http://jabber.org/protocol/pubsub">
 <author>author1</author>
 <title>title1</title>
 <id>DA476CF81000012F000002FB0A568DF5</id>
 <publishedDate>1305037194000</publishedDate>
 <refURL>https://[ServerIP]:[Port]/ccp-webapp/ccp/socialcontact/
    DA476CF81000012F000002FB0A568DF5
 </refURL>
 <status>reserved</status>
 <statusTimestamp>1305037210727</statusTimestamp>
 <statusUserId>admin</statusUserId>
 <chatIsInvited>false</chatIsInvited>
 <tags>
  <tag>tag1</tag>
  <tag>tag2</tag>
 </tags>
</SocialContact>

Campaign Contact Events

Each campaign results event contains the following attributes of a social contact:


Field	Description
id	The unique ID of the social contact.
status	The status of the contact.
statusUserId	The user who most recently changed the contact status.
statusTimeStamp	The time at which the social contact's status was changed.
publishDate	The date when Customer Collaboration Platform received the contact.
tags	The list of tags associated with the contact.
refURL	The REST reference URL of the social contact.
campaignpublicId	The ID of the campaign to which this contact belongs.
extensionFields	A collection of custom name and value pairs.

When an application subscribes to campaign.updates, it receives events when a social contact associated with that campaign changes in one of the following ways:

The social contact's tags are modified. (This happens any time the social contact's update REST API includes the tags field.)
The social contact's status is modified.
The social contact's statusReason is modified.
An email contact is requeued. When an email contact is requeued, the statusReason is EMAIL_REQUEUE_TRANSFER or EMAIL_REQUEUE_AGENT_DISCONNECTED.

The actual payload of the XML event is as follows:


<SocialContact xmlns="https://jabber.org/protocol/pubsub">
	<campaignpublicId>
   EventingCampaign-07192-0000000000012
 </campaignpublicId>
	<id>DA476CF81000012F000002FB0A568DF5</id>
	<publishedDate>1305037194000</publishedDate>
	<refURL>https://[ServerIP]:[Port]/ccp-webapp/ccp/socialcontact/
   DA476CF81000012F000002FB0A568DF5
 </refURL>
	<status>reserved</status>
	<statusTimestamp>1305037210727</statusTimestamp>
	<statusUserId>admin</statusUserId>
	<tags>
		<tag>tag1</tag>
		<tag>tag2</tag>
	</tags>
 <extensionFields>
  <extensionField>
   <name>mediaAddress</name>
   <value>5551212</value>
  </extensionField>
  <extensionField>
   <name>location</name>
   <value>Boston, MA</value>
  </extensionField>
  <extensionField>
   <name>cv_7</name>
   <value>test7</value>
  </extensionField>
  <extensionField>
   <name>user_user.callback.test</name>
   <value>ct7</value>
  </extensionField>
  <extensionField>
   <name>ewt</name>
   <value>8</value>
  </extensionField>
 </extensionFields>
</SocialContact>

Serviceability Events

Events on the ccp.serviceability.eventingInfo node contain the following attributes:


Field	Description
connectionStatus	The status of the eventing subsystem XMPP connection. A status of CONNECTED means that the eventing subsystem is connected to the XMPP server.

The actual payload of the XML event is as follows:


<Serviceability xmlns="https://jabber.org/protocol/pubsub">
  <connectionStatus>CONNECTED</connectionStatus>
</Serviceability>