Dialog

The Dialog object represents a dialog with participants.

Dialog Object for Voice Calls

For the media type "voice", this object represents a call. A participant represents an internal or external user's CallConnection, or that user's leg of the call.

The Dialog object is structured as follows for voice calls:

Code Snippet

Copy<Dialog>
    <associatedDialogUri>/finesse/api/Dialog/321654</associatedDialogUri>
    <id>12345678</id>
    <secondaryId>12345679</secondaryId>
    <mediaType>Voice</mediaType>
    <fromAddress>2002</fromAddress>
    <toAddress>2000</toAddress>
    <mediaProperties>
        <dialedNumber>2000</dialedNumber>
        <callType>AGENT_INSIDE</callType>
        <DNIS>2000</DNIS>
        <queueNumber>5022</queueNumber>
        <queueName>UCM_PIM.Func.Agents.SG</queueName>
        <callKeyCallId>217</callKeyCallId>
        <callKeySequenceNum>1</callKeySequenceNum>
        <callKeyPrefix>152018</callKeyPrefix>
        <wrapUpReason>Sales Call</wrapUpReason>
        <wrapUpItems>           
             <wrapUpItem>Wrong number</wrapUpItem>
             <wrapUpItem>Satisfied Customer</wrapUpItem>
        </wrapUpItems>
        <callvariables>
            <CallVariable>
                <name>callVariable1</name>
                <value>Chuck Smith</value>
            </CallVariable>
            <CallVariable>
                <name>callVariable2</name>
                <value>Cisco Systems, Inc.</value>
            </CallVariable>
...Other CallVariables ...
        </callvariables>
    </mediaProperties>
    <participants>
        <Participant>
            <actions>
                <action>HOLD</action>
                <action>DROP</action>
            </actions>
            <mediaAddress>2002</mediaAddress>
            <mediaAddressType>AGENT_DEVICE</mediaAddressType>
            <startTime>2014-02-11T16:10:23.121Z</startTime>
            <state>ACTIVE</state>
            <stateCause></stateCause>
            <stateChangeTime>2014-02-11T16:10:23.121Z</stateChangeTime>
        </Participant>
        <Participant>
            <actions>
                <action>RETRIEVE</action>
                <action>DROP</action>
            </actions>
            <mediaAddress>2000</mediaAddress>
            <mediaAddressType>AGENT_DEVICE</mediaAddressType>
            <startTime>2014-02-11T16:10:23.121Z</startTime>
            <state>HELD</state>
            <stateCause></stateCause>
            <stateChangeTime>2014-02-11T16:10:36.543Z</stateChangeTime>
        </Participant>
    </participants>
    <state>ACTIVE</state>
    <uri>/finesse/api/Dialog/12345678</uri>
    <scheduledCallbackInfo>
        <callbackTime>2014-03-07T14:30</callbackTime>
        <callbackNumber>9785551212</callbackNumber>
    </scheduledCallbackTime>
    <services>
        <service>AgentAnswers</service>
        ... other services ...
    </services>
   <serviceConfigId>AXVKhwtrnNQBVJR2n4uq</serviceConfigId>
   <callGUID>FMEMBLAAAAABAAAAAAAAAAHMFMAKAKAK</callGUID>
</Dialog>

Note	The <callGUID>, <services> and <serviceConfigId> elements only apply to Unfied CCE deployments. The <wrapUpItems> element applies only to Unified CCX deployments.

Dialog Object for Nonvoice Tasks

For nonvoice media types, this object represents a task. A participant represents an internal or external user's leg of the task.

The Dialog object is structured as follows for nonvoice tasks:

Note	Several Dialog parameters do not apply for nonvoice tasks, and are returned empty.

Code Snippet

Copy<Dialog>
    <associatedDialogUri>/finesse/api/Dialog/3216_5432_1</associatedDialogUri>
    <id>1234_5423_1</id>
    <mediaType>Cisco_Chat_MRD</mediaType>
    <mediaProperties>
        <mediaId>5002</mediaId>
        <dialedNumber></dialedNumber>
        <queueNumber>5022</queueNumber>
        <queueName>UCM_PIM.Func.Agents.SG</queueName>
        <callKeyCallId>217</callKeyCallId>
        <callKeySequenceNum>1</callKeySequenceNum>
        <callKeyPrefix>152018</callKeyPrefix>
        <wrapUpReason>Sales Call</wrapUpReason>
        <callvariables>
            <CallVariable>
                <name>callVariable1</name>
                <value>Chuck Smith</value>
            </CallVariable>
            <CallVariable>
                <name>callVariable2</name>
                <value>Cisco Systems, Inc.</value>
            </CallVariable>
           ...Other CallVariables ...
        </callvariables>
    </mediaProperties>
    <participants>
        <Participant>
            <actions>
                <action>ACCEPT</action>
            </actions>
            <mediaAddress>1001001</mediaAddress>
            <startTime>2015-11-19T06:04:27.864Z</startTime>
            <state>OFFERED</state>
            <stateChangeTime>2015-11-19T06:04:27.864Z</stateChangeTime>
        </Participant>
    </participants>
    <state>OFFERED</state>
    <uri>/finesse/api/Dialog/1234_5423_1</uri>
</Dialog>

Note	callKeyCallId, CallKeySequenceNum, and callKeyPrefix parameters apply only to Unified CCE deployments.