Media API Parameters

uri

String

The URI to get a new copy of the Media object.

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description

String

A description of the Media Routing Domain (MRD)

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Any special XML characters in the description are escaped. For example, "<" is replaced with "&amp;lt;".

id

String

The ID of the user.

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mrdId

String

The ID of the MRD.

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The size is determined by Unified CCE.

mediaConnected

Boolean

Indicates media connection to Finesse server.

true

Unified CCE only.

interruptible

Boolean

Whether a task in this MRD can be interrupted by a task from another MRD.

true, false

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maxDialogLimit

Integer

The maximum number of concurrent dialogs this user is allowed to handle in this MRD. Each dialog represents a task.

1–10

The maximum value for this parameter is 10.

name

String

The name of the MRD.

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requestId

String

The earlier sentence was A user provided unique string used to correlate originating request with the resulting HTTP response or asynchronous error. This parameter isn’t part of the resulting event/events.

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ReasonCode

Collection

Information about the reason code currently associated with this user.

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-->category

String

The category of the reason code.

NOT_READY

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-->code

Integer

CTI code associated with this reason code.

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-->forAll

Boolean

Whether the reason code is global (true) or nonglobal (false).

true, false

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-->id

Integer

The ID of the reason code.

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-->label

String

The label associated with this reason code.

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-->uri

String

The full URI for the reason code.

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reasonCodeId

Integer

The database ID for the reason code that indicates why the user is in the current state in this MRD.

If the user hasn’t selected the reason code, this parameter is empty. Otherwise, the value of this parameter is the database ID for the selected reason code.

The value of the reasonCodeId may be -1 in the following cases:

• The agent logged out.

• No reason codes are configured for the category.

• The agent has signed in (transitioned from LOGIN to NOT_READY)

• A failover occurred. The agent is in NOT_READY state but Finesse couldn’t recover the reasonCode used before failover.

routable

Boolean

Indicates whether CCE can route the tasks to the user in this MRD. When the agent is routable (true), CCE can route tasks to the user. When the agent isn’t routable (false), CCE can’t route tasks to the agent.

true, false

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state

String

The state for this user in this MRD.

LOGIN, NOT_READY, READY, LOGOUT, RESERVED, ACTIVE, PAUSED, WORK_READY, INTERRUPTED, WORK_NOT_READY

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stateChangeTime

String

The time at which the state of the user changed to the current state in this MRD. The format for this parameter is YYYY-MM-DDThh:MM:ss. SSSZ.

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This parameter is empty if the time of the state change isn’t available (if no agent state change notification was received yet).

interruptAction

String

This parameter only applies to interruptible MRDs. It is ignored for noninterruptible MRDs.

An agent setting that defines the behavior when an agent is handling a task in an interruptible MRD and is interrupted by a task or call from a non-interruptible MRD.

ACCEPT: The MRD accepts the interrupt event. The agent state is INTERRUPTED in the interruptible MRD and the agent can’t perform any actions on dialogs in that MRD.

IGNORE: The MRD doesn’t accept the interrupt event. The agent state doesn’t change in the interruptible MRD and the agent can continue to perform actions on dialogs in that MRD.

ACCEPT, IGNORE

This parameter reflects the configured setting only if you’re performing a GET on the Finesse server that the user is signed in to.

dialogLogoutAction

String

An agent setting that determines whether active tasks are closed or transferred when an agent logs out of an MRD.

CLOSE (default): Active tasks are closed when an agent logs out. Finesse sends Customer Collaboration Platform the task-handled events. CCE determines the correct disposition codes for the closed task.

TRANSFER: Active tasks are transferred using Customer Collaboration Platform when an agent logs out. Finesse puts the dialogs in the CLOSED state with the CD_TASK_TRANSFERRED_ AGENT_LOGOUT disposition code.

CLOSE, TRANSFER

This parameter reflects the configured setting only if you’re performing a GET on the Finesse server that the user is signed in to.

finesseAssociated

Boolean

Determines wheather the media routing domain is associated with the Finesse application path.

true, false

Populated based on the MRD configured/associated with the Finesse application path.

channel

String

Value of the name field provided by the Cloud Connect API response.

It is the name of the media routing domain (MRD) configured in Unified CCE.

System-defined values are:

• voice

• chat

• email

• sms

• facebook

You can create your own media channels. For more information, see the Set up media channels section in the Cisco Unified Contact Center Enterprise Features Guide.

mediaClass

String

Media channel type.

This is a broad category to associate the media channels. Media channel type has different queue settings which govern the digital channel tasks that can be queued for the Digital Routing service in Cloud Connect. You can configure maximum number of tasks that can be queued for each media type in the Digital Routing service.

• Email

• Social

• Voice

• Chat

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