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Call Event Parameters
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Call Event Parameters
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Article summary
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Overview
The Agent receives an Outbound Call.
Pre-requisite
The agent must be in the On-Queue state.
Sequence Diagram
Message Structure
Request Parameters | Value |
|---|---|
No request parameter |
Response Parameters | Value |
|---|---|
channel | Genesys |
topic | Outbound |
subtopic | OutboundCallStateChange |
message | JSON Object |
Message Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
call | JSON Object | Current call object | |
source | String | Sources of response | event |
Call Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
User | JSON Object | Genesys login User ID and Extension values. | {"UserId": " Test Agent ","Extension": "testagent.a@domain.com “} |
CallVariables | JSON Object | Contains customer details associated with the call. | |
ResponseFields | JSON Object | Call information object within the response. | |
id | String | The unique ID for the call generated by Genesys. | a729f683-06d0-47e6-bf74-7130e9bd29ed |
event | String | The call state value of the current state of a Genesys call, indicating statuses such as 'in progress', 'on hold', or 'completed'. | alerting,connected,disconnected,ACW,terminated,held,dialing |
CallType | String | The type of call. | Outbound |
Response Fields Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
fromAddress | String | The customer phone number as available in Genesys. | +13185462356 |
CallState | String | The call state value of the current state of a Genesys call, indicating statuses such as 'in progress', 'on hold', or 'completed'. | alerting,connected,disconnected, acw,terminated,held |
type | String | The type of call. | outbound |
OutboundType | String | The type of outbound call - the pacing made using which the call is placed. | progressive |
Campaign | String | The Genesys dialer campaign ID. | 34xchjc7-299b-4d45-82a0-23dfdf3323 |
Sample Request
No sample requestSample Response
{
"channel": "Genesys",
"topic": "outbound",
"subtopic": "OutBoundCallStateChange",
"message": {
"call": {
"ResponseFields": {
"fromAddress": "tel:+14084574613",
"CallState": "alerting",
"Type": "outbound",
"OutBoundType": "progressive",
"Campaign": "34xchjc7-299b-4d45-82a0-23dfdf3323"
},
"User": {
"UserId": "Test Agent",
"Extension": "testagent.a@testdomain.com"
},
"id": "a729f683-06d0-47e6-bf74-7130e9bd29ed",
"event": "alerting",
"CallType": "outbound",
"CallVariables": {
"FName": "Allison1",
"LName": "Mychart1",
"DOB": "1987-01-15"
}
},
"source": "event"
}
}Compatible Workspace Version
3.19.2403 onwards
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