Incoming Call

This event is triggered when an Agent is on an incoming call and the call state is changed.

Pre-requisite

The agent must be in the Ready State.

Sequence Diagram

Message Structure

Sample Response

{
    "channel": "Amazon",
    "topic": "InboundCall",
    "subtopic": "InboundCallStateChange",
    "message": {
        "call": {
            "ButtonStates": {
                "items": {
                    "answer": "Enable",
                    "reject": "Enable",
                    "disconnect": "Hide",
                    "hold": "Hide",
                    "resume": "Hide",
                    "clearContact": "Hide",
                    "consult": "Hide",
                    "numberpad": "Hide",
                    "swap": "Hide",
                    "transfer": "Hide",
                    "conference": "Hide"
                },
                "count": 11
            },
            "ActionsAllowed": null,
            "ResponseType": 0,
            "ResponseText": "Success",
            "ResponseActual": {
                "connectionId": "4bbfa29b-d5a8-4876-9276-09872a748397",
                "contactId": "d675473e-7dbc-4a9b-ad92-b78f26e70b3b",
                "phoneNumber": null,
                "status": "connecting",
                "statusTimestamp": "2020-04-09T08:37:12.701Z",
                "type": "agent",
                "buttonStates": {
                    "answer": true,
                    "reject": true,
                    "disconnect": false,
                    "hold": false,
                    "resume": false,
                    "clearContact": false,
                    "consult": false,
                    "numberpad": false,
                    "swap": false,
                    "transfer": false,
                    "conference": false
                }
            },
            "CallVariables": {
                "ANI": "+161081111",
                "DNIS": "+16013261548"
            },
            "ExtendedCallVariables": null,
            "ResponseFields": {
                "Participants": [],
                "MediaProperties": {
                    "callType": "agent",
                    "queueName": "InboundTest",
                    "queueTimestamp": "2020-04-09T08:37:12.701Z"
                },
                "fromAddress": null,
                "CallState": "connecting",
                "Type": "agent",
                "CurrentStateTime": "2020-04-09T08:37:12.701Z",
                "Campaign": "",
                "DN": " InboundTest"
            },
            "id": "4bbfa29b-d5a8-4876-9276-09872a748397",
            "event": "connecting",
            "CallType": "agent"
        },
        "source": "event"
    }
}