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Call Event Parameters
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Call Event Parameters
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Article summary
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Overview
This event is triggered when an Agent receives an incoming call.
Pre-requisite
The agent must be in the On-Queue state.
Sequence Diagram
Message Structure
Request Parameters | Value |
|---|---|
No request parameter |
Data Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
No request parameters |
Response Parameters | Value |
|---|---|
channel | Genesys |
topic | Inbound |
subtopic | InboundCallStateChange |
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 |
|---|---|---|---|
ResponseActual | JSON Object | The actual response value returned from the Genesys API. | Refer the Response Actual Parameters table. |
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 generated by Genesys. | 43f7a012-003a-47a0-b211-ea8999a036dc |
event | String | The call state value of the current state of a Genesys call, indicating statuses such as 'in progress', 'on hold', or 'completed'. | alerting,connected,disconnected, ACW,terminated,held |
CallType | String | The type of call. | Inbound |
Response Actual Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
contactid | String | The Genesys agent’s participant ID. | 3378622a-7991-4e35-bdcf-47e5293584d0 |
connectionid | String | The unique ID for the call generated by Genesys. | 43f7a012-003a-47a0-b211-ea8999a036dc |
status | String | The call state value of the current state of a Genesys call, indicating statuses such as 'in progress', 'on hold', or 'completed'. | alerting,connected,disconnected, acw,terminated,held |
startTimestamp | String | The call start time in ISO 8601 format. | 2024-03-21T08:55:20.512Z |
phoneNumber | String | The customer phone number as available in Genesys. | +13185462356 |
type | String | The type of call. | inbound |
Response Fields Parameters
Parameter | Data Type | Description | Sample Value |
|---|---|---|---|
fromAddress | String | The customer phone number as available in Genesys. | +13185462356 |
CallState | String | The call state value of the current state of a Genesys call, indicating statuses such as 'in progress', 'on hold', or 'completed'. | alerting,connected,disconnected, acw,terminated,held |
type | String | The type of call. | inbound |
Sample Request
No sample requestSample Response
{
"channel": "Genesys",
"topic": "inbound",
"subtopic": "InboundCallStateChange",
"message": {
"call": {
"ResponseActual": {
"contactId": "3378622a-7991-4e35-bdcf-47e5293584d0",
"connectionId": "43f7a012-003a-47a0-b211-ea8999a036dc",
"status": "alerting",
"startTimestamp": "2024-03-21T08:55:20.512Z",
"phoneNumber": "+13185462356",
"type": "inbound"
},
"CallVariables": {
"LName": "mychart",
"DOB": "1987-01-15",
"FName": "allison”
},
"ResponseFields": {
"fromAddress": "+13185462356",
"CallState": "alerting",
"Type": "inbound"
},
"id": "43f7a012-003a-47a0-b211-ea8999a036dc",
"event": "alerting",
"CallType": "inbound"
},
"source": "event"
}
}
Compatible Workspace Version
3.19.2403 onwards
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