Dialogs/Media Notification

Finesse sends a Dialogs/Media notification when information (or an action) changes for a nonvoice dialog to which the user belongs.

Important

For an interruptible Media Routing Domain configured to accept interrupts, Finesse sends only a Media state change when an agent is interrupted in that MRD. It does not send Dialogs/Media notifications with the action list modified to reflect the fact that actions not permitted on the tasks in that media. The state change is the only indication to the Finesse applications that no actions are allowed on the interrupted dialogs.

During Dialog notifications, there are two types of notifications that get sent to the Dialog node.

  • When a dialog is added or removed from the Dialog collection of the user.

Format:

XML

Node:

/finesse/api/User/{id}/Dialogs/Media

Source:

/finesse/api/User/{id}/ Media/{mrdId}/Dialogs (when a Dialog is added or removed from the Dialog collection for the user, for example offered or closed)

Data:

Dialogs

Payload: 

<Update>
  <data>
    <dialogs>
      <Dialog>
        <!-- full Dialog object -->
      </Dialog>
    </dialogs>
  </data>
  <event>{POST|DELETE}</event>
  <requestId>xxxxxxxxx</requestId>
  <source>/finesse/api/User/{id}/Media{mrdld}/Dialogs</source>
</Update>

Sample Notification Payload 

<Update>
    <data>
        <dialogs>
            <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>
                    <callvariables>
                        <CallVariable>
                            <name>callVariable1</name>
                            <value>Chuck Smith</value>
                        </CallVariable>
                        <CallVariable>
                            <name>callVariable2</name>
                            <value>Cisco Systems, Inc.</value>
                        ...Other CallVariables ...
                        </callvariables>
                        <queueNumber>5022</queueNumber>
                        <queueName>UCM_PIM.Func.Agents.SG</queueName>
                        <callKeyCallId>217</callKeyCallId>
                        <callKeySequenceNum>1</callKeySequenceNum>
                        <callKeyPrefix>152018</callKeyPrefix>
                    </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>
        </dialogs>
    </data>
    <event>POST</event>
    <requestId>xxxxxxxxx</requestId>
    <source>/finesse/api/User/10010012/Media{5002}/Dialogs</source>
</Update>

Notification Triggers:

  • Incoming dialog

  • When dialog properties associated with the specified Dialog id is modified.

Format:

XML

Node:

/finesse/api/User/{id}/Dialogs/Media

Source:

/finesse/api/Dialog/{id} (when a Dialog within the Dialogs collection for the user is modified, for example accepted, started, paused, or wrapped up)

Data:

Dialog

Payload: 

<Update>
  <data>
    <dialog>
       <!-- full Dialog object -->
    </dialog>
  </data>
  <event>{PUT}</event>
  <requestId>xxxxxxxxx</requestId>
  <source>/finesse/api/Dialogs{id}</source>
</Update>

Sample Notification Payload 

Update>
    <data>
        <dialog>
            <associatedDialogUri/>
            <id>151705_33542697_1</id>
            <mediaProperties>
                <mediaId>5000</mediaId>
                <dialedNumber>mark_test_dn</dialedNumber>
                <callvariables>
                    <CallVariable>
                        <name>callVariable1</name>
                        <value>cv1_value</value>
                    </CallVariable>
                    <CallVariable>
                        <name>callVariable2</name>
                        <value>cv2_value</value>
                    </CallVariable>
                    <CallVariable>
                        <name>user.finesse.ecc1</name>
                        <value>ecc1</value>
                    </CallVariable>
                </callvariables>
                <queueNumber>5022</queueNumber>
                <queueName>UCM_PIM.Func.Agents.SG</queueName>
                <callKeyCallId>217</callKeyCallId>
                <callKeySequenceNum>1</callKeySequenceNum>
                <callKeyPrefix>152018</callKeyPrefix>
            </mediaProperties>
            <mediaType>Cisco_Chat_MRD</mediaType>
            <participants>
                <Participant>
                    <actions>
                        <action>START</action>
                        <action>CLOSE</action>
                        <action>TRANSFER</action>
                    </actions>
                    <mediaAddress>1001010</mediaAddress>
                    <startTime>2016-05-10T20:25:12.302Z</startTime>
                    <state>ACCEPTED</state>
                    <stateChangeTime>2016-05-10T20:25:17.372Z</stateChangeTime>
                </Participant>
            </participants>
            <state>ACCEPTED</state>
            <uri>/finesse/api/Dialog/151705_33542697_1</uri>
        </dialog>
    </data>
    <event>PUT</event>
    <requestId/>
    <source>/finesse/api/Dialog/{id}</source>
</Update>

Notification Triggers:

  • Modification of participant state (for example, when a participant accepts or closes a dialog)