Appendix

None

None

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Loaded

Loaded

LoggedOut

LoggedOut

LoggingIn

LoggingIn

LoggingOut

LoggingOut

LoggedIn

LoggedIn

name

String

The Agent name.

testuser

id

String

The unique identifier of the logged-in user account.

704fbb61-4f16-40dc-aa0e-09993cda4ce6

extension

String

Phone number extension, if any.

5064

loginName

String

Login name of the agent.

agent1

muted

Boolean

Indicates if the agent microphone is muted.

False

sofrphoneEnabled

Boolean

Indicates if the agent softphone is enabled.

False

state

String

Current state of an agent.

Busy

stateChangeTime

DateTime

The time when the agent’s state last changed.

2020-04-09T13:35:22.838Z

type

String

The type of the current agent state.

routable

reasonCode -> Id

String

The Not-Ready Reason Code.

Not-Ready

routingProfile

JSON Object

The routing profile details of the agent. Refer the routingprofile table.

Refer the GetAgentDetails API section.

channelConcurrencyMap

JSON Object

Either a number or a ChannelType-to-number mapping indicating how many concurrent contacts an agent can have on a given channel. 0 represents a disabled channel.

{ VOICE: 0, CHAT: 2 }

defaultOutboundQueue

JSON Object

The default Queue that should be associated with outbound contacts. Refer the queue table for more information.

"defaultOutboundQueue": { "queueARN": "arn:aws:connect:us-east-1:873558693027:instance/dcd51b41-5d7c-4f0e-9905-2985cde7c02b/queue/be616462-57d0-443b-b1af-bd084bc567ff", "name": "sample-Tethered", "queueId": "arn:aws:connect:us-east-1:873558693027:instance/dcd51b41-5d7c-4f0e-9905-2985cde7c02b/queue/be616462-57d0-443b-b1af-bd084bc567ff" }

name

String

The routing profile name.

testagent

queues

JSON Object

The queues contained in the routing profile. Refer the queue table for more information.

"queues": [ { "queueARN": "arn:aws:connect:us-east-1:873558693027:instance/dcd51b41-5d7c-4f0e-9905-2985cde7c02b/queue/be616462-57d0-443b-b1af-bd084bc567ff", "name": "sample-Tethered", "queueId": "arn:aws:connect:us-east-1:873558693027:instance/dcd51b41-5d7c-4f0e-9905-2985cde7c02b/queue/be616462-57d0-443b-b1af-bd084bc567ff" }]

routingProfileARN

String

The routing profile ARN.

arn:aws:connect:us-east-1:873558693027:instance/dcd51b41-5d7c-4f0e-9905-2985cde7c02b/routing-profile/34e54d17-db23-4bea-83a4-651236d429cf

routingProfileId

String

The alias for routing profile ARN.

arn:aws:connect:us-east-1:873558693027:instance/dcd51b41-5d7c-4f0e-9905-2985cde7c02b/routing-profile/34e54d17-db23-4bea-83a4-651236d429cf

queueARN

String

The queue ARN.

arn:aws:connect:us-east-1:873558693027:instance/dcd51b41-5d7c-4f0e-9905-2985cde7c02b/queue/be616462-57d0-443b-b1af-bd084bc567ff

name

String

The queue name.

Tethered

queueId

String

The alias for queueARN.

arn:aws:connect:us-east-1:873558693027:instance/dcd51b41-5d7c-4f0e-9905-2985cde7c02b/queue/be616462-57d0-443b-b1af-bd084bc567ff

agentStateARN

NA

The agent state ARN.

testuser

type

String

The type of the current agent state.

non_routable

Name

String

The current state of the agent.

Not Ready

startTimestamp

DateTime

The time when the agent entered the current state.

2020-02-03T11:39:47.146Z

ButtonStates -> items

Key Value Pair

This lists down the buttons and their states. Enter the button value as Enable to activate the buttons.

Not Ready and Ready\

ButtonStates -> count

Number

The type of the current state.

not_routable

ResponseActual

NA

NA

NA

atrributes

JSON Object

Call variable. Refer Call Variable Attributes.

queueName

String

The queue name of the current call.

Test1

queueTimeStamp

String

The time when the customer call was added to the queue.

2020-02-03T11:39:47.146Z

calls

JSON Array

The current call objects. Refer Call Parameters.

name

String

The call variable name.

value

String

The call variable value.

contactId

String

The contact ID.

4f9d6eda-8df1-481b-a2e6-e4379b7401f4

connectionId

String

The connection ID.

71707025-ca65-4693-84b0-d05d80bbccbc

Status

String

The connection status

connected

statusTimeStamp

String

The time when the connection status changed.

2020-04-09T14:00:02.485Z

phoneNumber

String

The customer phone number.

12012548348

Type

String

The connection type. Possible Values: agent, inbound, and outbound.

agent

buttonStates

JSON Object

The call button states. Refer Call Button Parameters.

answer

Boolean

This is the display state of the call answer button.

true

reject

Boolean

This is the display state of the call reject button.

false

disconnect

Boolean

This is the display state of the call disconnect button.

true

hold

Boolean

This is the display state of the call hold button.

false

resume

Boolean

This is the display state of the call resume button.

true

clearContact

Boolean

This is the display state of the call clear button.

false

consult

Boolean

This is the display state of the call consult button.

true

numberpad

Boolean

This is the display state of the number pad.

false

swap

Boolean

This is the display state of the call swap button.

true

transfer

Boolean

This is the display state of the call transfer button.

false

Conference

Boolean

This is the display state of the call conference button.

true

endpointARN

String

The endpoint URL.

true

endpointId

String

The endpoint ID.

false

type

String

Type of Direct Connect. Possible values: Agent, Queue, External.

Agent

name

String

The endpoint name.

false

phoneNumber

String

The phone number configured for the external endpoint.

12012548348

agentLogin

String

NA

NA

queue

String

The queue name configured for the queue endpoint.

CreditCard

errorType

ENUM

The type of error. Possible values are TETHERED_CONNECTION_ERROR, CALL_ERROR, WEBSOCKET_ERROR, AE_ERROR, AGENT_NOTAVAILABLE.

WEBSOCKET_ERROR

errorMessage

String

A user friendly error message.

The Websocket connection needs to be reconnected.

msg

String

A user friendly error message.

The Websocket connection needs to be reconnected.