Media

Class finesse.restservices.Media

Represents a non-voice media channel such as, chat or email. This object can be used to perform various actions in the media channel such as, logging into, or logging out of the media channel, setting the state of the user for the media channel (Ready, Not Ready), setting the maximum allowed number of dialogs for this media, and so on.

Example

Copy_mediaCollection = mediaList.getCollection();
if (_mediaCollection.hasOwnProperty(_emailMediaId)) {
    media = _mediaCollection[_emailMediaId];
    media.login({
        maxDialogLimit: 5,
        interruptAction: 'ACCEPT',
        dialogLogoutAction: 'CLOSE',
        handlers: _handlers
    });
    ...
}
}

For additional parameters and methods, see RestCollectionBase Common Parameters.

Methods

getDialogLogoutAction()

Retrieves the action that is taken when the agent logs out with dialogs that are associated with the media.

Returns

{String} The action taken when dialog logs out. The actions are:

• CLOSE—The dialog is closed.

• TRANSFER—The dialog is transferred to another agent.

getId()

Retrieves the Id.

Returns

{String} The Id.

getInterruptAction()

Retrieves the action that is taken when the media is interrupted.

Returns

{String} The action taken when media is interrupted. The actions are:

• ACCEPT—The interrupt is accepted and the agent is not allowed to work on tasks in the media.

• IGNORE—The interrupt is ignored and the agent is allowed to work on tasks in the media.

getInterruptible()

Retrieves whether the media is interruptible.

Returns

{Boolean} True if interruptible and false if it is not interruptible.

getMaxDialogLimit()

Retrieves the maximum number of dialogs that are allowed in the media.

Returns

{String} The maximum number of dialogs in the media.

getMediaDialogs(handlers)

Retrieves the MediaDialogs collection object that is associated with the user in the media.

Example

Copy First call:
    _mediaDialogs = _media.getMediaDialogs({
        onLoad: _handleMediaDialogsLoad,
        onChange: _handleTeamChange,
        onAdd: _handleMediaDialogAdd,
        onDelete: _handleMediaDialogDelete,
        onError: _errorHandler
    });
Subsequent calls on the same object, after the media dialogs are loaded:
    ...
    _mediaDialogsNew = _media.getMediaDialogs();
_dialogsCollection = _mediaDialogsNew.getCollection();
...

Parameters

Returns

{finesse.restservices.MediaDialogs} The MediaDialogs object.

getMediaId()

Retrieves the media Id

Returns

{String} The media Id.

getName()

Retrieves the media name.

Returns

{String} The media name.

getReasonCodeId()

Retrieves the reason code Id.

Returns

{String} The reason code Id.

getReasonCodeLabel()

Retrieves the reason code label.

Returns

{String} The reason code label.

getRoutable()

Retrieves whether the user is routable in the media.

Returns

{Boolean} True if routable, and false if the value is not routable.

getState()

Retrieves the state of the user in the media.

Returns

{String} The current (or last fetched) state of the user in the media.

isInterruptible()

Retrieves whether the user is interruptible in the media.

Returns

{Boolean} True if the user is interruptible, and false if the user is not interruptible.

isInWorkState()

Retrieves whether the user is in work state in the media.

Returns

{boolean} True if the media is in work state, and false if it is not in the work state.

isLoggedIn()

Retrieves whether the user is in any state except LOGOUT in the media.

Returns

{boolean} True if the agent is in any state except LOGOUT in the media.

isRoutable()

Retrieves if the user is routable in the media.

Returns

{Boolean} True if the user is routable, and false if the user is not routable.

login(params)

Logs the agent into the media.

Parameters

Returns

{finesse.restservices.Media} The media object.

logout(reasonCode, params)

Logs out the agent from the media.

Parameters

Returns

{finesse.restservices.Media} The media object.

refresh(retries)

Refreshes the media object and optionally refreshes the list of media dialogs that are associated with the object.

Parameters

refreshMediaDialogs()

Refreshes the dialog collection that is associated with the media. The refresh happens only if the media dialogs are initialized.

setMediaOptions(mediaOptions)

Sets the maxDialogLimit, interruptAction, and dialogLogoutAction settings that the application uses for the media. During a failure, these options are set in the new Cisco Finesse server.

Parameters

setRoutable(options)

Sets the routable status in the media.

Parameters

Returns

{finesse.restservices.Media} The media object.

setState(newState, reasonCode, params)

Sets the state of the user in the media.

Example

Copy_media.setState(finesse.restservices.Media.States.NOT_READY, {
    id: _reasonCodeId
}, {
    handlers: {
        success: _handleStateChangeSuccess,
        error: _handleStateChangeError
    }
});

Parameters

Returns

{finesse.restservices.Media} The media object.