Call Event Parameters

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Overview

This event is triggered when an Agent receives an incoming 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	Inbound
subtopic	InboundCallStateChange
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
ResponseActual	JSON Object	The actual response value returned from the Finesse API.	Refer the Response Actual Parameters table.
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.	16930408
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.	PREROUTE_ACD_IN

Response Actual Parameters

Parameter	Data Type	Description	Sample Value
fromaddress	String	The contact number.	08234567899
id	String	A Finesse identifier generated for each call.	16930408
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.	19517
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.	PREROUTE_ACD_IN
dialednumber	String	The number that the caller has dialed.	19517
queuenumber	String	The unique identifier assigned to a specific Queue when incoming calls are directed for handling.	432
queuename	String	The queue name.	Epic_Inbound
callkeycallid	String	The unique number for the call routed for that day.	301
callkeyprefix	String	The day when the call was routed.	154602
callkeysequencenum	String	The sequence number assigned to a call key.	2

Response Fields Parameters

Parameter	Data Type	Description	Sample Value
fromaddress	String	The contact number.	08234567899
Callstate	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.	19517

Sample Request

No sample request

Sample Response

{
    "channel": "Finesse",
    "topic": "inbound",
    "subtopic": "inboundcallstatechange",
    "message": {
        "source": "event",
        "call": {
            "callvariables": {             
                "firstnamec": "Jane",
                "familynamec": "Doe",
                "dobc": "1990-01-01",
            },
            "responseactual": {
                "fromaddress": "08234567899",
                "id": "16930408",
                "mediatype": "Voice",
                "participants": {
                    "Participant": [
                        {
                           
                            "mediaaddress": "5023",
                            "mediaaddresstype": "AGENT_DEVICE",
                            "starttime": "2024-04-15T04:17:16.368Z",
                            "state": "ALERTING",                         
                            "statechangetime": "2024-04-15T04:17:16.368Z"
                        }
                       
                    ]
                },
                "state": "ALERTING",
                "toaddress": "19517",
                "mediaproperties": {
                    "DNIS": "5023",
                    "calltype": "PREROUTE_ACD_IN",
                    "dialednumber": "19517",
                    "queuenumber": "432",
                    "queuename": "Epic_Inbound",
                    "callkeycallid": "301",
                    "callkeyprefix": "154602",
                    "callkeysequencenum": "2"
                }
            },
            "responsefields": {
                "fromaddress": "08688553209",
                "toaddress": "19517",
                "callstate": "ALERTING"
            },
            "id": "16930408",
            "event": "ALERTING",
            "calltype": "PREROUTE_ACD_IN"
        }
    }
}

Compatible Workspace Version

3.20

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