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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 Preview, 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 Parameter
Request Parameters | Value |
|---|---|
Channel | Finesse |
topic | Outbound |
subtopic | OutboundCallStateChange |
message | JSON Object |
Message Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
call | JSON Object | The current call object. | |
source | String | The source of response. | event |
Call Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
Callvariables | JSON Object | Contains all associated call variables in a customizable key-value pair format. | |
responsefields | JSON Object | Call information object within the response. | Refer the Response Fields Parameters table. |
id | String | A Finesse identifier generated for each call. | 16930170 |
event | String | The name of any one of the event received from Finesse. | Alerting, initiating, initiated, active, wrap-up, dropped |
CallType | String | The call type. | Outbound, Outbound Preview, Outbound Direct Preview |
Response Actual Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
fromaddress | String | The contact number. | 5023 |
id | String | A Finesse identifier generated for each call. | 16930170 |
mediaType | String | The media type received from Finesse. | Voice |
state | String | The name of any one of the event received from Finesse. | Alerting, initiating, initiated, active, wrap-up, dropped |
toaddress | String | The destination address or phone number that the call is directed towards. | 907981406214 |
participants | JSON Object | Participants' details received from Finesse. | Refer the Participants Parameters table. |
mediaProperties | JSON Object | Call information object received from Finesse. | Refer the mediaProperties Parameters table. |
Participants Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
mediaaddress | String | Agent extension number. | 5023 |
mediaaddresstype | String | Type of mediaaddress received from Finesse. | AGENT_DEVICE |
starttime | String | The call start time in ISO 8601 format. | 2024-04-15T04:17:16.368Z |
state | String | The name of any one of the event received from Finesse. | Alerting, initiating, initiated, active, wrap-up, dropped |
statechangetime | String | The start change time of the call in ISO 8601 format. | 024-04-15T04:17:16.368Z |
mediaProperties Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
DNIS | String | DNIS value for the call received from Finesse. | 5023 |
CallType | String | The call type. | Outbound, Outbound Preview, Outbound Direct Preview |
dialednumber | String | The number that the caller has dialed. | 907981406214 |
queuenumber | String | The unique identifier assigned to a specific Queue when incoming calls are directed for handling. | 3232 |
queuename | String | The queue name. | EpicSkill1 |
callkeycallid | String | The unique number for the call routed for that day. | 544 |
callkeyprefix | String | The day when the call was routed. | 154604 |
callkeysequencenum | String | The sequence number assigned to a call key. | 1 |
Response Fields Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
fromaddress | String | The contact number. | 5023 |
toaddress | String | The destination address or phone number that the call is directed towards. | 08234567899 |
Callstate | String | The name of any one of the event received from Finesse. | Alerting, initiating, initiated, active, wrap-up, dropped |
Type | String | Type of call received from Finesse. | Outbound |
Campaign | String | The unique campaign ID generated by Finesse. | 16930170 |
OutBoundType | String | Type of communication. | Outbound |
Sample Request
No sample requestSample Response
{
"channel": "Finesse",
"topic": "outbound",
"subtopic": "OutBoundCallStateChange",
"message": {
"source": "event",
"call": {
"ResponseActual": {
"fromAddress": "5023",
"id": "16930170",
"mediaType": "Voice",
"participants": {
"Participant": [
{
"mediaAddress": "5023",
"mediaAddressType": "AGENT_DEVICE",
"startTime": "2024-04-11T10:08:52.246Z",
"state": "ALERTING",
"stateChangeTime": "2024-04-11T10:08:52.246Z"
}
]
},
"state": "ALERTING",
"toAddress": "08234567899",
"mediaProperties": {
"DNIS": "5023",
"callType": "OUTBOUND",
"dialedNumber": "08234567899",
"callKeyCallId": "544",
"callKeyPrefix": "154604",
"callKeySequenceNum": "1"
"queueNumber": "3232",
"queueName": "EpicSkill1"
}
},
"event": "alerting",
"ResponseFields": {
"fromAddress": "5023",
"toAddress": "907981406214",
"CallState": "alerting",
"Type": "outbound",
"Campaign": "16930170",
"OutBoundType": "outbound"
},
"id": "16930170",
"CallType": "outbound",
"CallVariables": {
"BAResponse": "CPA_Voice",
"BADialedListID": "400",
"BATimeZone": "-00540",
"BAStatus": "PREVIEW_OUTBOUND",
"BABuddyName": "Jane,Doe",
"BAAccountNumber": "00|1|2|3|4|567|8",
"BACampaign": "EHR_Preview",
"LCMKey": "00|1|2|3|4|567|8",
}
}
}
}Compatible Workspace Version
3.20
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