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Call Event Parameters
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Call Event Parameters
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Overview
This event is triggered when an Agent receives a Progressive or Predictive Outbound Call.
Pre-requisite
The agent must be in the Ready state.
Sequence Diagram
Message Structure
Request Parameters | Value |
|---|---|
No request parameter |
Response Parameters | Value |
|---|---|
channel | Five9 |
topic | Outbound |
subtopic | OutboundCallStateChange |
message | JSON Object |
Message Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
call | JSON Object | Current call object | Refer the Call Parameters table. |
source | String | Source of response | event |
Call Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
CallVariables | JSON Object | Contains all the associated call variables in the form of key-value pairs with customizable fields. | |
ResponseFields | JSON Object | Call information object within the response. | Refer the Response Fields Parameters table. |
id | String | The unique ID for the call session generated by Five9. | 300000000115255 |
event | String | The name of any one of the events received from Five9. | offered, ringing_on_other_side, talking, finished |
CallType | String | The type of call. | Outbound |
Response Fields Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
interactionData | JSON Object | The call details. | Refer the Interaction Data Parameters table. |
fromAddress | String | Contact number associated with the communication. | 4084574613 |
CallState | String | The name of any one of the events received from Five9. | offered, ringing_on_other_side, talking, finished |
Type | String | The type of call. | Outbound |
Campaign | String | The Five9 campaign name. | AD Progressive - New |
OutboundType | String | The type of outbound. | Outbound |
CallAgent | String | The logged-in agent name. | Five9@acqueon.com |
Interaction Data Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
agentId | String | The agent ID. | 300000001745182 |
agent | String | The agent email address. | Five9@acqueon.com |
agentName | String | The agent name used to log in to the application. | InboundFive9_Softphone@acqueon.com |
agentExtension | String | The agent extension number. | 0018 |
domainName | String | The Five9 domain name. | Acqueon |
locale | String | The agent locale setting. | en-US |
contactDisplayName | String | Display name associated with a contact. | Allison MyChart |
CallType | String | The type of call. | Outbound |
callid | String | The unique ID for the call session generated by Five9. | 300000000115255 |
CallState | String | The name of any one of the events received from Five9. | offered, ringing_on_other_side, talking, finished |
CampaignName | String | The Five9 campaign name. | AD Progressive - New |
interactionId | String | The Five9 Call Session ID. | 89C5391899B7428F888911553B10E7C8 |
sessionId | String | The Five9 Session ID. | 7FAEB1EC6E6C496A8069417763DC9F2D |
campaignId | String | The Five9 Campaign ID. | 1137597 |
startTime | String | The call start time in Unix timestamp format, that is, measured in milliseconds. | 1710999868452 |
distributionMode | String | The method used to allocate the interaction to an agent. | Automatic |
type | String | The interaction type. |
For more information, click Reference. |
skillName | String | The Five9 agent Skill value. | OB_Skill_Zen |
skillId | String | The Five9 agent skill ID. | 300000000000021 |
interactionSubType | String | The interaction sub-type. | Call |
Sample Request
No sample requestSample Response
{
"channel": "Five9",
"topic": "outbound",
"subtopic": "OutboundCallStateChange",
"message": {
"call": {
"ResponseFields": {
"interactionData": {
"agentId": "300000001745182",
"agent": "Five9@acqueon.com",
"agentName": "Five9_Softphone @acqueon.com",
"agentExtension": "0018",
"domainName": "Acqueon",
"locale": "en-US",
"contactDisplayName": "Allison Mychart",
"callType": "OUTBOUND",
"callState": "OFFERED",
"callId": "300000000115255",
"campaignName": "AD_Progressive - New",
"interactionId": "89C5391899B7428F888911553B10E7C8",
"sessionId": "7FAEB1EC6E6C496A8069417763DC9F2D",
"campaignId": "1137597",
"startTime": 1710999868452,
"distributionMode": "Automatic",
"type": "Call",
"skillName": "OB_Skill_Zen",
"skillId": "300000000000021",
"interactionSubType": "Call"
},
"fromAddress": "4084574613",
"CallState": "OFFERED",
"Type": "outbound",
"Campaign": "AD_Progressive - New",
"OutBoundType": "outbound",
"CallAgent": "Five9@acqueon.com"
},
"id": "300000000115255",
"event": "OFFERED",
"CallType": "outbound",
"CallVariables": {
"first_name": "Allison",
"last_name": "Mychart",
"LCMKey": "44|3|15|0|0|130|2"
}
},
"source": "event"
}}
Compatible Workspace Version
3.19.2403 onwards
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