Incoming Call
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Incoming Call
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Overview
This event is triggered when an agent receives an incoming call.
Pre-requisite
The agent must be in the Available State.
Sequence Diagram
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Message Structure
Request Parameters | Value |
|---|---|
No Request Parameter |
Response Parameters | Value |
|---|---|
channel | Webex CC |
topic | Inbound |
subtopic | InboundCallStateChange |
message | JSON Object |
Message Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
call | JSON Object | Current call object. Refer to the Call Parameters table. | |
source | string | Source of response | event |
Call Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
ResponseActual | JSON Object | The actual response value returned from Webex CC. Refer to the ResponseActual Parameters table. | |
Call Variables | JSON Object | Contains all associated call variables in a key-value pairs; fields can be customized. | event |
Response Fields | JSON Object | Call information object. Refer to the ResponseFields Parameters table. | |
id | string | Webexcc unique identifier Id is generated for each call. | 16930408 |
event | string | The name of any one of the events received from Webex CC. | connected, eAgentContactAssigned, eCallRecordingstarted, eAgentContactEnded, acw, DROPPED |
callType | string | Type of the call received from Webex CC. | Inbound |
ResponseActual Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
fromaddress | string | Contact number associated with the communication | 4084574613 |
id | string | A Webex CC unique identifier id is generated for each call. | 16930408 |
mediaType | string | To specify the nature and format of the content(voice) from Webex CC. | telephony |
state | string | The name of any event received from Webex CC. | new, connected, consulting, consult,conference, and wrapUp |
toaddress | string | This represents the destination address or phone number to which the call is directed in Webex CC. | +19704418565 |
participants | JSON Object | Participant details received for Webex CC. Refer to the Participants Parameters table. | |
mediaProperties | JSON Object | Call information object received form Webex CC. Refer to the mediaproperties Parameters table. | |
interactionId | string | A unique identifier assigned to each user interaction, used to track and manage individual interactions throughout their lifecycle. | f955e728-e9bd-494e-83a8-29a3049c97ec |
trackingId | string | A unique identifier used to monitor and trace the progress and status of a specific process, transaction, or interaction across the system. | notifs_555cb37a-69e0-4f60-977b-172714496be6 |
Ep_id | string | A unique identifier for an external party or endpoint involved in an interaction, used to distinguish between different entities in the communication process. | 729d9201-ae9b-46f7-8ee0-9abb260bf647 |
FlowTagid | string | A unique identifier used to label and track specific flows or processes within an interaction, enabling efficient categorization and management of workflows. | Latest |
ronaTimeout | string | It specifies the maximum duration for handling a "ring no answer" scenario before taking predefined actions or transitioning to alternative processes. | 18 |
Participants Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
mediatype | string | Type of media received from Webex CC. | telephony |
state | string | The name of any one of the events received from Webex CC. | new, connected, consulting, consult, conference,and wrapUp |
mediaproperties Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
DNIS | string | DNIS value for the call from Webex CC. | +19704418565 |
calltype | string | Type of call received from Webex CC. | INBOUND |
queueId | string | A unique identifier assigned to a specific queue when incoming calls are directed for handling. | 716b9d64-d91e-489a-927d-72258fdf898b |
QMrgName/QueueMrgid/queuemrg | string | The name given to a queue of Webex CC. | aqm |
sessionId | string | A unique identifier that tracks and maintains user interactions across multiple requests, enabling stateful communication during a session. | 7ad90a98-e6a2-44ed-9e49-8c2cb61ed525 |
siteid | string | A unique identifier that represents a specific website or client instance, used to manage and route interactions to the correct web properties. | 5729b45e-2913-4425-b5e2-0d730aa6db0a |
MediaResourceid | string | A unique identifier for a specific media resource, such as audio or video files, used for handling media-related interactions. | f955e728-e9bd-494e-83a8-29a3049c97ec |
teamName | string | A string identifier representing the name of a specific team or group, used for organizing and managing team-related resources and interactions | Acqueon_Site1_Team2 |
teamId | string | A unique identifier representing a specific team, used to manage team assignments, resources, and interactions within the system. | 0e0cac49-3ba8-4a90-9a54-346145f50f5d |
queuedTimestamp | string | The queuedTimestamp inWebex CC API records the exact time an interaction was placed in the queue,used for tracking wait times and managing interaction priorities | 1718779908620 |
ResponseFields Parameters
Parameter | Data Type | Description | Value |
|---|---|---|---|
fromaddress | string | Contact number associated with the communication. | 4084574613 |
callstate | string | The name of any one of the events received from Webex CC. | new, connected, consulting, consult, conference, and wrapUp |
toaddress | string | This represents the destination address or phone number that the call is directed towards. | +19704418565 |
Sample Response
{
"channel": "Webexcc",
"topic": "inbound",
"subtopic": "InboundCallStateChange",
"message": {
"source": "event",
"call": {
"CallVariables": {
"ani": "4084574613",
"dn": "+19704418565",
"dob": "1987-01-15",
"fname": "Allison",
"lname": "MyChart",
"ronaTimeout": "18",
"virtualTeamName": "Acqueon_Inbound_Queue"
},
"ResponseActual": {
"orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"trackingId": "notifs_555cb37a-69e0-4f60-977b-172714496be6",
"type": "RoutingMessage",
"data": {
"agentId": "22a3ff9b-c51c-4c6b-8b8a-ca98154240f1",
"eventTime": 1718779909775,
"eventType": "RoutingMessage",
"interactionId": "f955e728-e9bd-494e-83a8-29a3049c97ec",
"mediaResourceId": "f955e728-e9bd-494e-83a8-29a3049c97ec",
"orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"queueMgr": "aqm",
"ronaTimeout": 18,
"trackingId": "959d35de-c1ba-4396-afb8-2c7d72f0132c",
"type": "AgentOfferContact",
"interaction": {
"callFlowParams": {},
"callProcessingDetails": {
"EP_ID": "729d9201-ae9b-46f7-8ee0-9abb260bf647",
"QMgrName": "aqm",
"QueueId": "716b9d64-d91e-489a-927d-72258fdf898b"
"ani": "4084574613",
"customerRegion": "qaus1",
"dnis": "+19704418565",
"fcDesktopView": "{\"pop-over\":[{\"name\":\"ani\",\"variableSeq\":\"0\"},{\"name\":\"dn\",\"variableSeq\":\"1\"},{\"name\":\"virtualTeamName\",\"variableSeq\":\"2\"},{\"name\":\"dob\",\"variableSeq\":\"3\"},{\"name\":\"fname\",\"variableSeq\":\"4\"},{\"name\":\"lname\",\"variableSeq\":\"5\"}],\"interaction-panel\":[]}",
"fceRegisteredEvents": "",
"flowTagId": "Latest",
"mohFileName": "defaultmusic_on_hold.wav",
"priority": "10",
"queuedDestinationID": "716b9d64-d91e-489a-927d-72258fdf898b",
"queuedTo": "Queue",
"ronaTimeout": "18",
"tenantId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"virtualTeamName": "Acqueon_Inbound_Queue",
"vteamId": "716b9d64-d91e-489a-927d-72258fdf898b",
"workflowId": "6645cb981b555743ae7af5a2",
"workflowName": "Acqueon_Inbound_Basic_Flow"
},
"contactDirection": {
"type": "INBOUND"
},
"createdTimestamp": 1718779864343,
"currentVTeam": "716b9d64-d91e-489a-927d-72258fdf898b",
"interactionId": "f955e728-e9bd-494e-83a8-29a3049c97ec",
"mainInteractionId": "f955e728-e9bd-494e-83a8-29a3049c97ec",
"media": {
"f955e728-e9bd-494e-83a8-29a3049c97ec": {
"holdTimestamp": null,
"isHold": false,
"mType": "mainCall",
"mediaMgr": "callmm",
"mediaResourceId": "f955e728-e9bd-494e-83a8-29a3049c97ec",
"mediaType": "telephony",
"participants": [
"4084574613"
]
}
},
"mediaChannel": "telnyx",
"mediaProperties": null,
"mediaType": "telephony",
"orgId": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"outboundType": null,
"owner": "22a3ff9b-c51c-4c6b-8b8a-ca98154240f1",
"parentInteractionId": "f955e728-e9bd-494e-83a8-29a3049c97ec",
"participants": {
"4084574613": {
"callerId": null,
"id": "4084574613",
"isInPredial": false,
"pType": "Customer",
"type": "Customer"
},
"22a3ff9b-c51c-4c6b-8b8a-ca98154240f1": {
"autoAnswerEnabled": true,
"bnrDetails": null,
"callerId": null,
"channelId": "3102094d-fe69-47d4-8eb8-c37bdc221b2f",
"consultState": null,
"consultTimestamp": null,
"dn": "webrtc-22a3ff9b-c51c-4c6b-8b8a-ca98154240f1",
"id": "22a3ff9b-c51c-4c6b-8b8a-ca98154240f1",
"isConsulted": false,
"isInPredial": false,
"isOffered": true,
"isWrapUp": false,
"isWrappedUp": false,
"joinTimestamp": null,
"lastUpdated": 1718779908918,
"name": "wxcc-test-qa-acqueon_org agent4",
"pType": "Agent",
"queueId": "716b9d64-d91e-489a-927d-72258fdf898b",
"queueMgrId": "aqm",
"sessionId": "7ad90a98-e6a2-44ed-9e49-8c2cb61ed525",
"siteId": "5729b45e-2913-4425-b5e2-0d730aa6db0a",
"skillId": null,
"skillName": null,
"skills": [],
"teamId": "0e0cac49-3ba8-4a90-9a54-346145f50f5d",
"teamName": "Acqueon_Site1_Team2",
"type": "Agent",
"wrapUpTimestamp": null
}
},
"previousVTeams": [
"729d9201-ae9b-46f7-8ee0-9abb260bf647"
],
"queuedTimestamp": 1718779908620,
"state": "new",
"workflowManager": null
}
}
},
"ResponseFields": {
"fromAddress": "4084574613",
"toAddress": "+19704418565",
"CallState": "new"
},
"id": "013dce5c-a8aa-4590-bebe-fed6d419dcc4",
"event": "connected",
"CallType": "inbound"
}
} }
Compatible Workspace Version
3.21.2410 onwards
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