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Alvaria Cloud Streaming Client REST API v2.0/3.0

Scroll down for code samples, example requests and responses. Select a language for code samples from the tabs above or the mobile navigation menu.

Overview

The Alvaria™ Cloud Streaming Client REST APIs enable a custom application to register for, and receive events from, the Alvaria™ Cloud system. Events are retrieved by long polling, the session will be dropped by the server if a call to retrieve events (GET /events) has not been received within the inactivityDelay (default 60 seconds).

API Client Implementation Recommendations

Migration

Migrating from V2 to V3 API

Change in V3 API requests and responses are given below.

Create Session

POST /via/v3/organizations/{orgId}/streaming/session

Create Session endpoint's request and response body is changed as:

Request Body

Response Body

Delete Session

DELETE /via/v3/organizations/{orgId}/streaming/session

Delete Session endpoint has no changes in request and response body. Only API version is updated to V3.

Retrieve Events

GET /via/v3/organizations/{orgId}/streaming/events

Retrieve Events endpoint's response body is changed as:

Response Body

Event List

Events retrieved from a streaming session are grouped by category:

Engagement Center

The table below describes the events that may be generated when Engagement Center API calls are made or when the system initiates notifications such as interaction state changes.

Event Type Description
engagementCenter.AcceptCallTimeout This event will fire if an accept interaction has been sent to a client and the client does not accept in the proper amount of time. If the timeout occurs the interaction will be moved on to another client.
engagementCenter.ActivateInteraction This event indicates to a client that one of their interactions should get focus.
engagementCenter.Active This event will be received when an interaction has entered the active state.
engagementCenter.AdvanceFeature A client will receive this event when the client has been placed in advanced feature state. This state is used when the client is doing work outside of interactions. For example, when a team lead is monitoring other clients the team lead will enter this state.
engagementCenter.AgentStatistics This event is received in response to a request for agent statistics.
engagementCenter.AudioPathConnection This event is an indication that the audio path associated with the station id passed in with the connect request has been tied up.
engagementCenter.CallReRouted This event informs the client that the call has been transferred in response to a previously executed transfer request.
engagementCenter.ClientSessionKeepAlive This event will be received in response to the client sending a keep alive request.
engagementCenter.Conference If the system can successfully execute the conference request, all parties will be made Active and able to simultaneously communicate with each other and the Agent will receive a "Conference" event indicating that the Conference call is now Active.
engagementCenter.ConnectConfirm This event is part of the connection sequence of events. The payload of this event will contain the EhubSessionId which should be used to create the session with the streaming api.
engagementCenter.Connected This state change event informs the client that the connection sequence is complete. This should be followed by either a not ready or idle state change event.
engagementCenter.Connecting This event is part of the connection sequence of events. It is a signal that the connection sequence is under way. Not much needs to be done in response to this event.
engagementCenter.Consult The receipt of this state change event will indicate that the client is in a consultation interaction with another party.
engagementCenter.ConsultInitiated This indicates that some client has initiated a consult on behalf of this user. It is possible that this is from the same user in which case it can be ignored. The event is available so in the case of multiple attached clients all clients can stay in sync.
engagementCenter.Dialing Receipt of this event is an indication that an interaction is in the dialing state. When you get this, you should use it as a signal to update your UI to reflect the state change.
engagementCenter.DialInitiated This indicates that some client has initiated a dial on behalf of this user. It is possible that this is from the same user in which case it can be ignored. The event is available so in the case of multiple attached clients all clients can stay in sync.
engagementCenter.Disconnected This event will signal that your client has been disconnected from the backend system. Once you receive this event you should clean up your streaming session.
engagementCenter.DisconnectPending This event will be received in response to the client sending a disconnect request. The pending state means that the client has an active interaction and the state will stay pending until the interaction is complete or a cancel request is sent.
engagementCenter.DispositionInitiated This event will be received in response to a request to disposition an interaction.
engagementCenter.EmailRemoved This event signals that an email has been removed from the personal or work type email queue, for example, after the user requests to remove the email due to its content no longer being found in storage.
engagementCenter.Error Whenever a request issued by the user fails, or when any general errors pertaining to the user's session or to the system occur, the system sends the user an "Error" event containing the Id of the error (failCode parameter) and the description of the error (failReason parameter). The user should use these errors for reporting purposes only, display them to the user to notify him/her that the last request failed or why the Agent will exhibit the subsequent behavior. Do not take any action, perform any state changes upon receiving this error. If the system requires the user to take some action, it will send the appropriate event after the Error event. For example, if the login process fails, the system will send the user an Error event indicating the cause and will then follow it with a "Disconnect" event prompting the Agent to shut down.
engagementCenter.Held The receipt of this event is an indication that the interaction contained in the payload has been placed in held state.
engagementCenter.Idle This state change event is sent for multiple reasons. First it would be sent with an Id of 0 which indicates that the clients state was moved to Idle. When the Id has a value other than 0 then this is an indication that the interaction referred to with the interactionId has been disposed.
engagementCenter.InteractionClear This event is received when an interaction is cleared or ended. The id or the interaction is contained in the event.
engagementCenter.InteractionTransferred If the 3rd party of a conference is an agent, that agent will receive an "InteractionTransferred" event signaling that the original interaction on which he/she was being consulted was transferred to him/her and that he/she is now handling the original interaction. The "InteractionTransferred" event will carry a new interaction(newInteractionId) id which the user must now use when referring to the original interaction in any subsequent requests to the system.
engagementCenter.InteractionReleasedXferred This event indicates that the original interaction of a consult has been released to the consulted party.
engagementCenter.MessageStatus This event will return the current status of an execution of the request that plays an audio message to the customer.
engagementCenter.MonitorState This event will report the state change for a previously sent monitor request.
engagementCenter.MultiTaskingStatus This event will report the multitasking status of the user.
engagementCenter.NewTeam This event indicates that a new team has been added.
engagementCenter.NewVoiceMail This event indicates that a voicemail has been added to the users voicemail or a work type that the user is part of.
engagementCenter.NewWorkType The payload object of this event carries the pointer to the information and settings of a work type to which this user has been assigned. Retrieve and save this data in your application This will then be your collection of Assigned Work Types which you will later need for other use cases (e.g., prompting user to choose one of these work types before making a manual call, validating the functions on the GUI based on the settings of the current call's work type, etc.
engagementCenter.NotReady This event indicates that the user has been moved to the not ready state. No work type calls will be sent to the user while in this state.
engagementCenter.NotReadyPending This event indicates that a not ready request was received by the back end while the user was busy with an interaction. The user will not be moved to the not ready state until they are no longer busy on an interaction.
engagementCenter.Park This event indicates that the user has been moved to the park state. No work type calls will be sent to the user while in this state. They will however be sent DID calls if one is sent.
engagementCenter.PhoneFoul This event indicates that the back end has lost connection with the telephony endpoint passed in on the connect. Plainly stated that telephony endpoint was hung up.
engagementCenter.PhoneOffhook This event is sent when the audio path establishment for an agent fails due to the fact that the device is off hook.
engagementCenter.PhoneReconnect This event indicates that a previously disconnect connection has been reestablished.
engagementCenter.PreviewScreenPop This event contains the screen pop information for a preview interaction. The agent would display this information and would then decide if the interaction would be executed.
engagementCenter.ReassignEmailAck This event is sent when a reassignEmail request has been sent. The status property will contain the status of the request.
engagementCenter.RecordingState This event will return the current playback or record state of a personal greeting recording.
engagementCenter.RemoveTeam This event indicates that a team has been removed.
engagementCenter.RemoveWorkType This event is sent when an agent is removed from a work type and will now longer be considered as a destination for an interaction associated with the work type. The id in the payload is the reference to the work type.
engagementCenter.ScreenPop This event contains all the information known by the system for an interaction that is being established.
engagementCenter.SystemAvailable This event indicates that a previously unavailable Engagement Hub was now on line and available.
engagementCenter.SystemStandby This event is sent to indicate that the system is in the process of coming on line. This state should be reported to the agent so they know that the system is in a waiting state.
engagementCenter.SystemUnavailable This event indicates that the system has gone offline and the current session has ended.
engagementCenter.TelephonyAvailable This event indicates that the telephony subsystem that was previously unavailable to Alvaria™ Cloud is now available.
engagementCenter.TelephonyUnavailable This event indicates that the telephony subsystem has issues and is not available to Alvaria™ Cloud.
engagementCenter.UpdateAgentStatusReason This event indicates that the agent status reason list has been updated and the client should retrieve the new list of reason codes.
engagementCenter.UpdateDisposition This event indicates that a disposition code has been modified and the client should update any cache of disposition codes.
engagementCenter.UpdateDispositionPlan This event indicates that a disposition plan has been modified and the client should update any cache of disposition plans.
engagementCenter.UpdateTeam This event indicates that a team has been updated.
engagementCenter.UpdateWorkType This event indicates that a work type has been modified and the client should update it cache that contains the settings contained in the work type definition.
engagementCenter.VoiceLock Voice lock is an indication that the customer audio is not available to the user. This is done for the privacy of the customer.
engagementCenter.VoiceUnlock This indicates that a previous voice lock state has ended.
engagementCenter.Wrap This event indicates that the agent has entered the wrap state after an interaction has been terminated. The next step for the agent would be to dispose the interaction.
engagementCenter.WrapTimeout This event indicates that the agent has entered the wrap state after an interaction has been terminated. The next step for the agent would be to dispose the interaction.

Outreach

The table below describes the events that may be generated when using the Campaign API endpoints related to inserting Fast Path records and managing script automation.

Event Type Description
outreach.disposition This event indicates that the Fast Path record has been dispositioned.
outreach.status This event indicates the dialing status of the Fast Path record.
outreach.automationScriptStatus This event indicates the status an outreach automation script that has been stopped or started through an API call or through the Campaign Operations browser session.

Messaging

The Messaging API enables the control of content passed from the system to an external entity. The table below describes the events that may be generated as an entity is added to the CHAT/SMS session or content is passed from an entity to the system.

Event Type Description
messaging.EntityAdded This event indicates that an entity has been added to a CHAT or SMS session.
messaging.EntityDialRequest This event indicates that a dial request has been sent by the customer entity.
messaging.EntityList This event specifies the list of entities in a CHAT or SMS session
messaging.EntityPushURL This event indicates that a a push url request has been sent by the customer entity.
messaging.EntityRemoved This event indicates that an entity has been removed from a CHAT or SMS session.
messaging.EntitySendText This event indicates that text has been received from a customer entity.

Base URLs:

License: License: Creative Commons Attribution 4.0 International Public License

Authentication

Scope Scope Description
streamingapi Manage the Session Management and Streaming resource

Session

Create Streaming Session (deprecated)

Code samples

# You can also use wget
curl -X POST https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/session \
  -H 'Content-Type: application/json' \
  -H 'Accept: application/json' \
  -H 'Authorization: string' \
  -H 'x-api-key: string'


const fetch = require('node-fetch');
const inputBody = [{"propertyName":"inactivityDelay","propertyValue":"300"}];
const headers = {
  'Content-Type':'application/json',
  'Accept':'application/json',
  'Authorization':'string',
  'x-api-key':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/session',
{
  method: 'POST',
  body: JSON.stringify(inputBody),
  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


POST https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/session HTTP/1.1
Host: orgid.via.aspect-cloud.net
Content-Type: application/json
Accept: application/json
Authorization: string
x-api-key: string

POST /via/v2/organizations/{orgId}/streaming/session

Creates a new Streaming Session. This endpoint is deprecated, please use /via/v3/organizations/{orgId}/streaming/session instead.

Body parameter

"[{\"propertyName\":\"inactivityDelay\",\"propertyValue\":\"300\"}]"

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
body body NewSession false Name/Value pairs that are stored within the Session that can be accessed for channel specific functionality

Example responses

200 Response

{
  "sessionId": "ab7dbcbc-c041-4ac0-8ca0-5a0961f7be5",
  "creationTime": "1985-04-12T23:20:50.525Z",
  "inactivityDelay": 60
}

Responses

Status Meaning Description Schema
200 OK OK SessionResponse
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Delete Streaming Session (deprecated)

Code samples

# You can also use wget
curl -X DELETE https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/session \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'x-api-key: string' \
  -H 'Authorization: string'


const fetch = require('node-fetch');

const headers = {
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'x-api-key':'string',
  'Authorization':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/session',
{
  method: 'DELETE',

  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


DELETE https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/session HTTP/1.1
Host: orgid.via.aspect-cloud.net
Accept: application/json
via-client-sessionid: string
x-api-key: string
Authorization: string

DELETE /via/v2/organizations/{orgId}/streaming/session

Deletes an existing Streaming Session. This endpoint is deprecated, please use /via/v3/organizations/{orgId}/streaming/session instead.

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.

Example responses

400 Response

{
  "code": 404,
  "message": "not found",
  "errors": [
    {
      "scope": "scope",
      "reason": "reason",
      "message": "message"
    }
  ]
}

Responses

Status Meaning Description Schema
204 No Content No Content None
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Create Streaming Session

Code samples

# You can also use wget
curl -X POST https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/session \
  -H 'Content-Type: application/json' \
  -H 'Accept: application/json' \
  -H 'Authorization: string' \
  -H 'x-api-key: string'


const fetch = require('node-fetch');
const inputBody = {
  "inactivityDelay": 300,
  "requireAcknowledgement": false
};
const headers = {
  'Content-Type':'application/json',
  'Accept':'application/json',
  'Authorization':'string',
  'x-api-key':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/session',
{
  method: 'POST',
  body: JSON.stringify(inputBody),
  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


POST https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/session HTTP/1.1
Host: orgid.via.aspect-cloud.net
Content-Type: application/json
Accept: application/json
Authorization: string
x-api-key: string

POST /via/v3/organizations/{orgId}/streaming/session

Creates a new Streaming Session

Body parameter

{
  "inactivityDelay": 300,
  "requireAcknowledgement": false
}

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
body body NewSessionV3 false Name/Value pairs that are stored within the Session that can be accessed for channel specific functionality

Example responses

200 Response

{
  "sessionId": "ab7dbcbc-c041-4ac0-8ca0-5a0961f7be5",
  "creationTime": "1985-04-12T23:20:50.525Z",
  "inactivityDelay": 60,
  "requireAcknowledgement": false
}

Responses

Status Meaning Description Schema
200 OK OK SessionResponseV3
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Delete Streaming Session

Code samples

# You can also use wget
curl -X DELETE https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/session \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'x-api-key: string' \
  -H 'Authorization: string'


const fetch = require('node-fetch');

const headers = {
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'x-api-key':'string',
  'Authorization':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/session',
{
  method: 'DELETE',

  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


DELETE https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/session HTTP/1.1
Host: orgid.via.aspect-cloud.net
Accept: application/json
via-client-sessionid: string
x-api-key: string
Authorization: string

DELETE /via/v3/organizations/{orgId}/streaming/session

Deletes an existing Streaming Session

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.

Example responses

400 Response

{
  "code": 404,
  "message": "not found",
  "errors": [
    {
      "scope": "scope",
      "reason": "reason",
      "message": "message"
    }
  ]
}

Responses

Status Meaning Description Schema
204 No Content No Content None
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Events

Retrieve Events (deprecated)

Code samples

# You can also use wget
curl -X GET https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/events \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'x-api-key: string' \
  -H 'Authorization: string'


const fetch = require('node-fetch');

const headers = {
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'x-api-key':'string',
  'Authorization':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/events',
{
  method: 'GET',

  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


GET https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/events HTTP/1.1
Host: orgid.via.aspect-cloud.net
Accept: application/json
via-client-sessionid: string
x-api-key: string
Authorization: string

GET /via/v2/organizations/{orgId}/streaming/events

Retrieve events from an existing Streaming Session, this operation will return immediately if any events are available, or will wait for up to 15 seconds for an event to become available. This endpoint is deprecated, please use /via/v3/organizations/{orgId}/streaming/events instead.

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.
maxEvents query integer false Maximum number of events to return (default 1, max 200)

Example responses

200 Response

{
  "kind": "via#streamingEventCollection",
  "totalItems": 1,
  "events": [
    {
      "kind": "via#chatEvent",
      "id": "159e90b7-da1f-4a57-b762-fdfa11590df4",
      "type": "chat.SendText",
      "publishedTime": "2018-01-30T14:04:20.539Z",
      "schemaVersion": "1",
      "payload": "{\"from\":\"System\",\"text\":\"Welcome to the Chat Hotline\"}"
    }
  ]
}

Responses

Status Meaning Description Schema
200 OK OK EventResponse
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Retrieve Events

Code samples

# You can also use wget
curl -X GET https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/events \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'x-api-key: string' \
  -H 'Authorization: string'


const fetch = require('node-fetch');

const headers = {
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'x-api-key':'string',
  'Authorization':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/events',
{
  method: 'GET',

  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


GET https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/events HTTP/1.1
Host: orgid.via.aspect-cloud.net
Accept: application/json
via-client-sessionid: string
x-api-key: string
Authorization: string

GET /via/v3/organizations/{orgId}/streaming/events

Retrieve events from an existing Streaming Session, this operation will return immediately if any events are available, or will wait for up to 15 seconds for an event to become available.

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.
maxEvents query integer false Maximum number of events to return (default 1, max 200)

Example responses

200 Response

{
  "kind": "via#streamingEventCollection",
  "totalItems": 1,
  "events": [
    {
      "kind": "via#engagementCenterEvent",
      "eventId": "1519073278252-0",
      "correlationId": "def61349-6f49-4019-918f-2cd2fbfd4e42",
      "eventType": "engagementCenter.Idle",
      "publishedTime": "2018-01-30T14:04:20.539Z",
      "schemaVersion": "1",
      "payload": "{\"userId\":\"5aa0b645c2b3e80\", \"ehubSessionId\":215,  \"ehubSessionIdRev\":215, \"payload\":{ \"interactionId\":1030,\"interactionIdRev\":1030}}"
    }
  ]
}

Responses

Status Meaning Description Schema
200 OK OK EventResponseV3
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Acknowledge

Acknowledge Events

Code samples

# You can also use wget
curl -X POST https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/acknowledge \
  -H 'Content-Type: application/json' \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'Authorization: string' \
  -H 'x-api-key: string'


const fetch = require('node-fetch');
const inputBody = {
  "events": [
    {
      "eventId": "1519073278252-0"
    }
  ]
};
const headers = {
  'Content-Type':'application/json',
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'Authorization':'string',
  'x-api-key':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/acknowledge',
{
  method: 'POST',
  body: JSON.stringify(inputBody),
  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


POST https://orgId.via.aspect-cloud.net/via/v3/organizations/{orgId}/streaming/acknowledge HTTP/1.1
Host: orgid.via.aspect-cloud.net
Content-Type: application/json
Accept: application/json
via-client-sessionid: string
Authorization: string
x-api-key: string

POST /via/v3/organizations/{orgId}/streaming/acknowledge

Acknowledge one or more streaming events received. Use this endpoint only if requireAcknowledgement parameter is set to true in the Create Session (POST /session) request.

Body parameter

{
  "events": [
    {
      "eventId": "1519073278252-0"
    }
  ]
}

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
body body AcknowledgePayload true Object containing an array of events to acknowledge.

Example responses

200 Response

{
  "eventIdsAcknowledged": [
    "1519073278252-0"
  ],
  "eventIdsNotFound": [
    "1519073282456-0"
  ]
}

Responses

Status Meaning Description Schema
200 OK OK AcknowledgeResponse
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Subscription

Create Subscription

Code samples

# You can also use wget
curl -X POST https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions \
  -H 'Content-Type: application/json' \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'Authorization: string' \
  -H 'x-api-key: string'


const fetch = require('node-fetch');
const inputBody = {
  "description": "Filter for users engagement center third party events",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  }
};
const headers = {
  'Content-Type':'application/json',
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'Authorization':'string',
  'x-api-key':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions',
{
  method: 'POST',
  body: JSON.stringify(inputBody),
  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


POST https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions HTTP/1.1
Host: orgid.via.aspect-cloud.net
Content-Type: application/json
Accept: application/json
via-client-sessionid: string
Authorization: string
x-api-key: string

POST /via/v2/organizations/{orgId}/streaming/subscriptions

Create a new Subscription

Body parameter

{
  "description": "Filter for users engagement center third party events",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  }
}

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
body body Subscription false Name/Value pairs that defines the subscription's filter criteria

Example responses

200 Response

{
  "kind": "via#subscription",
  "subscriptionId": "ab7dbcbc",
  "description": "string",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  },
  "creationTime": "1985-04-12T23:20:50.525Z",
  "lastModifiedTime": "1985-04-12T23:20:50.525Z"
}

Responses

Status Meaning Description Schema
200 OK OK SubscriptionResponse
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Retrieve Subscription Collection

Code samples

# You can also use wget
curl -X GET https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'x-api-key: string' \
  -H 'Authorization: string'


const fetch = require('node-fetch');

const headers = {
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'x-api-key':'string',
  'Authorization':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions',
{
  method: 'GET',

  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


GET https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions HTTP/1.1
Host: orgid.via.aspect-cloud.net
Accept: application/json
via-client-sessionid: string
x-api-key: string
Authorization: string

GET /via/v2/organizations/{orgId}/streaming/subscriptions

Retrieve all subscriptions associated with a streaming session

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.

Example responses

200 Response

{
  "kind": "via#subscriptionsCollection",
  "subscriptions": [
    {
      "kind": "via#subscription",
      "subscriptionId": "ab7dbcbc",
      "description": "string",
      "filterCriteria": {
        "catalogType": "engagementCenterThirdParty",
        "catalogTypeEvents": [
          "ScreenPop",
          "Idle",
          "NotReady"
        ],
        "resources": {
          "resourceType": "users",
          "resourceIds": [
            "ef3084eba0ea470",
            "2d890d0d2a6ac46",
            "28f10d30ca6047e"
          ]
        }
      },
      "creationTime": "1985-04-12T23:20:50.525Z",
      "lastModifiedTime": "1985-04-12T23:20:50.525Z"
    }
  ]
}

Responses

Status Meaning Description Schema
200 OK OK SubscriptionCollection
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Delete Subscription

Code samples

# You can also use wget
curl -X DELETE https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId} \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'x-api-key: string' \
  -H 'Authorization: string'


const fetch = require('node-fetch');

const headers = {
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'x-api-key':'string',
  'Authorization':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId}',
{
  method: 'DELETE',

  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


DELETE https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId} HTTP/1.1
Host: orgid.via.aspect-cloud.net
Accept: application/json
via-client-sessionid: string
x-api-key: string
Authorization: string

DELETE /via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId}

Deletes an existing subscription associated with a streaming session

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
subscriptionId path string true Identifier representing the subscription id returned from the previous post subscription request
x-api-key header string true Alvaria-provided value used to track API endpoint usage
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.

Example responses

400 Response

{
  "code": 404,
  "message": "not found",
  "errors": [
    {
      "scope": "scope",
      "reason": "reason",
      "message": "message"
    }
  ]
}

Responses

Status Meaning Description Schema
204 No Content No Content None
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Retrieve Subscription

Code samples

# You can also use wget
curl -X GET https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId} \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'x-api-key: string' \
  -H 'Authorization: string'


const fetch = require('node-fetch');

const headers = {
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'x-api-key':'string',
  'Authorization':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId}',
{
  method: 'GET',

  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


GET https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId} HTTP/1.1
Host: orgid.via.aspect-cloud.net
Accept: application/json
via-client-sessionid: string
x-api-key: string
Authorization: string

GET /via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId}

Retrieve a specific subscription associated with the streaming session

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
subscriptionId path string true Identifier representing the subscription id returned from the previous post subscription request
x-api-key header string true Alvaria-provided value used to track API endpoint usage
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.

Example responses

200 Response

{
  "kind": "via#subscription",
  "subscriptionId": "ab7dbcbc",
  "description": "string",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  },
  "creationTime": "1985-04-12T23:20:50.525Z",
  "lastModifiedTime": "1985-04-12T23:20:50.525Z"
}

Responses

Status Meaning Description Schema
200 OK OK SubscriptionResponse
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Update Subscription

Code samples

# You can also use wget
curl -X PUT https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId} \
  -H 'Content-Type: application/json' \
  -H 'Accept: application/json' \
  -H 'via-client-sessionid: string' \
  -H 'Authorization: string' \
  -H 'x-api-key: string'


const fetch = require('node-fetch');
const inputBody = {
  "description": "Filter for users engagement center third party events",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  }
};
const headers = {
  'Content-Type':'application/json',
  'Accept':'application/json',
  'via-client-sessionid':'string',
  'Authorization':'string',
  'x-api-key':'string'
};

fetch('https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId}',
{
  method: 'PUT',
  body: JSON.stringify(inputBody),
  headers: headers
})
.then(function(res) {
    return res.json();
}).then(function(body) {
    console.log(body);
});


PUT https://orgId.via.aspect-cloud.net/via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId} HTTP/1.1
Host: orgid.via.aspect-cloud.net
Content-Type: application/json
Accept: application/json
via-client-sessionid: string
Authorization: string
x-api-key: string

PUT /via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId}

Update a Subscription, if not exist, create a new one with the given subsciptionId

Body parameter

{
  "description": "Filter for users engagement center third party events",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  }
}

Parameters

Name In Type Required Description
orgId path string true Name of a customer organization
via-client-sessionid header string true Identifier representing a long-lived http interchange between Alvaria™ Cloud and an entity where the entity is a contact, external client application or authenticated user. This interchange is called the Alvaria™ Cloud streaming session. Alvaria™ Cloud streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity" to match "Identifier representing a long-lived HTTP interchange between Alvaria™ Cloud and an entity when the entity is a contact, external client application, or authenticated user. This interchange is called the streaming session. Streaming sessions are used for operations such as exchanging text messages and retrieving events related to user activity.
subscriptionId path string true Identifier representing the subscription id returned from the previous post subscription request
Authorization header string true Authentication token with the value: 'Bearer {accessToken}', where {accessToken} was returned from a call to the authorization endpoint.
x-api-key header string true Alvaria-provided value used to track API endpoint usage
body body Subscription false Name/Value pairs that defines the subscription's filter criteria

Example responses

200 Response

{
  "kind": "via#subscription",
  "subscriptionId": "ab7dbcbc",
  "description": "string",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  },
  "creationTime": "1985-04-12T23:20:50.525Z",
  "lastModifiedTime": "1985-04-12T23:20:50.525Z"
}

Responses

Status Meaning Description Schema
200 OK OK SubscriptionResponse
201 Created Created SubscriptionResponse
400 Bad Request Bad Request ErrorResponse
401 Unauthorized Unauthorized None
404 Not Found Not Found ErrorResponse
405 Method Not Allowed Method Not Allowed ErrorResponse
429 Too Many Requests Too Many Requests ErrorResponse
500 Internal Server Error Internal Server Error ErrorResponse

Schemas

ErrorResponse

{
  "code": 404,
  "message": "not found",
  "errors": [
    {
      "scope": "scope",
      "reason": "reason",
      "message": "message"
    }
  ]
}

Properties

Name Type Required Restrictions Description
code integer false none HTTP error status
message string false none none
errors [Error] false none none

Error

{
  "scope": "scope",
  "reason": "reason",
  "message": "message"
}

Properties

Name Type Required Restrictions Description
scope string false none none
reason string false none none
message string false none none

NewSession

"[{\"propertyName\":\"inactivityDelay\",\"propertyValue\":\"300\"}]"

Currently supported properties - inactivityDelay Period of polling inactivity in seconds after which the session will be closed (default 60, min 60, max 600)

Properties

Name Type Required Restrictions Description
anonymous [SessionProperty] false none Currently supported properties - inactivityDelay Period of polling inactivity in seconds after which the session will be closed (default 60, min 60, max 600)

NewSessionV3

{
  "inactivityDelay": 300,
  "requireAcknowledgement": false
}

Properties

Name Type Required Restrictions Description
inactivityDelay integer false none Period of polling inactivity in seconds after which the session will be closed (default 60, min 60, max 600)
requireAcknowledgement boolean false none Boolean indicating whether the client must acknowledge events before the system will remove the events from the queue (default false). When this parameter is set to true, the client must call the POST /acknowledge endpoint to acknowledge the events received. If not, duplicate events will be received in subsequent retrieve events (GET /events) calls.

SessionProperty

{
  "propertyName": "inactivityDelay",
  "propertyValue": "300"
}

Properties

Name Type Required Restrictions Description
propertyName string false none Property Name
propertyValue string false none Property Value

SessionResponse

{
  "sessionId": "ab7dbcbc-c041-4ac0-8ca0-5a0961f7be5",
  "creationTime": "1985-04-12T23:20:50.525Z",
  "inactivityDelay": 60
}

Properties

Name Type Required Restrictions Description
sessionId string true none Alvaria-generated unique identifier for the Session. Use this name in all subsequent Streaming and Messaging API calls
creationTime string(date-time) true none Time at which the Session was created, specified in ISO 8601 format and in UTC time zone (1985-04-12T23:20:50.525Z)
inactivityDelay integer true none Period of polling inactivity in seconds after which the session will be closed

SessionResponseV3

{
  "sessionId": "ab7dbcbc-c041-4ac0-8ca0-5a0961f7be5",
  "creationTime": "1985-04-12T23:20:50.525Z",
  "inactivityDelay": 60,
  "requireAcknowledgement": false
}

Properties

Name Type Required Restrictions Description
sessionId string true none Alvaria-generated unique identifier for the Session. Use this name in all subsequent Streaming and Messaging API calls
creationTime string(date-time) true none Time at which the Session was created, specified in ISO 8601 format and in UTC time zone (1985-04-12T23:20:50.525Z)
inactivityDelay integer true none Period of polling inactivity in seconds after which the session will be closed
requireAcknowledgement boolean true none Boolean indicating that events received will be acknowledge or not.

EventResponse

{
  "kind": "via#streamingEventCollection",
  "totalItems": 1,
  "events": [
    {
      "kind": "via#chatEvent",
      "id": "159e90b7-da1f-4a57-b762-fdfa11590df4",
      "type": "chat.SendText",
      "publishedTime": "2018-01-30T14:04:20.539Z",
      "schemaVersion": "1",
      "payload": "{\"from\":\"System\",\"text\":\"Welcome to the Chat Hotline\"}"
    }
  ]
}

Properties

Name Type Required Restrictions Description
kind string true none Identifier used by Alvaria™ Cloud components to serialize the payload of the results
totalItems integer true none Total number of entity instances returned in the results
events [EventPayload] true none Collection of 0 or more event objects associated with the streaming session

EventPayload

{
  "kind": "via#chatEvent",
  "id": "159e90b7-da1f-4a57-b762-fdfa11590df4",
  "type": "chat.SendText",
  "publishedTime": "2018-01-30T14:04:20.539Z",
  "schemaVersion": "1",
  "payload": "{\"from\":\"System\",\"text\":\"Welcome to the Chat Hotline\"}"
}

Properties

Name Type Required Restrictions Description
kind string true none Identifier used by Alvaria™ Cloud components to serialize the payload of the results
id string true none Alvaria-generated unique identifier for the event
type string true none Type of the event payload.
publishedTime string(date-time) true none Time at which the event was created and queued, specified in ISO 8601 format and in UTC time zone (1985-04-12T23:20:50.525Z)
schemaVersion integer true none Version of the payload
payload string true none Application specific content

EventResponseV3

{
  "kind": "via#streamingEventCollection",
  "totalItems": 1,
  "events": [
    {
      "kind": "via#engagementCenterEvent",
      "eventId": "1519073278252-0",
      "correlationId": "def61349-6f49-4019-918f-2cd2fbfd4e42",
      "eventType": "engagementCenter.Idle",
      "publishedTime": "2018-01-30T14:04:20.539Z",
      "schemaVersion": "1",
      "payload": "{\"userId\":\"5aa0b645c2b3e80\", \"ehubSessionId\":215,  \"ehubSessionIdRev\":215, \"payload\":{ \"interactionId\":1030,\"interactionIdRev\":1030}}"
    }
  ]
}

Properties

Name Type Required Restrictions Description
kind string true none Identifier used by Alvaria™ Cloud components to serialize the payload of the results
totalItems integer true none Total number of entity instances returned in the results
events [EventPayloadV3] true none Collection of 0 or more event objects associated with the streaming session

EventPayloadV3

{
  "kind": "via#engagementCenterEvent",
  "eventId": "1519073278252-0",
  "correlationId": "def61349-6f49-4019-918f-2cd2fbfd4e42",
  "eventType": "engagementCenter.Idle",
  "publishedTime": "2018-01-30T14:04:20.539Z",
  "schemaVersion": "1",
  "payload": "{\"userId\":\"5aa0b645c2b3e80\", \"ehubSessionId\":215,  \"ehubSessionIdRev\":215, \"payload\":{ \"interactionId\":1030,\"interactionIdRev\":1030}}"
}

Properties

Name Type Required Restrictions Description
kind string true none Identifier used by Alvaria™ Cloud components to serialize the payload of the results
eventId string true none Alvaria-generated unique identifier for the event. Used for acknowledging the event.
correlationId string true none Correlation Id for the event
eventType string true none Type of the event payload
publishedTime string(date-time) true none Time at which the event was created and queued, specified in ISO 8601 format and in UTC time zone (1985-04-12T23:20:50.525Z)
schemaVersion integer true none Version of the payload
payload string true none Application specific content

AcknowledgePayload

{
  "events": [
    {
      "eventId": "1519073278252-0"
    }
  ]
}

Properties

Name Type Required Restrictions Description
events [AcknowledgeEvent] true none Collection of one or more event objects to acknowledge

AcknowledgeEvent

{
  "eventId": "1519073278252-0"
}

Event object to aknowledge

Properties

Name Type Required Restrictions Description
eventId string true none Unique event Id to acknowledge

AcknowledgeResponse

{
  "eventIdsAcknowledged": [
    "1519073278252-0"
  ],
  "eventIdsNotFound": [
    "1519073282456-0"
  ]
}

Properties

Name Type Required Restrictions Description
eventIdsAcknowledged [string] true none Array of eventIds acknowledged successfully
eventIdsNotFound [string] true none none

Subscription

{
  "description": "Filter for users engagement center third party events",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  }
}

Properties

Name Type Required Restrictions Description
description string false none User supplied definition or name for the subscription
filterCriteria FilterCriteria true none Rules to be used to filter the event stream for the consumer.

FilterCriteria

{
  "catalogType": "engagementCenterThirdParty",
  "catalogTypeEvents": [
    "ScreenPop",
    "Idle",
    "NotReady"
  ],
  "resources": {
    "resourceType": "users",
    "resourceIds": [
      "ef3084eba0ea470",
      "2d890d0d2a6ac46",
      "28f10d30ca6047e"
    ]
  }
}

Rules to be used to filter the event stream for the consumer.

Properties

Name Type Required Restrictions Description
catalogType string true none Group name that the event falls under. Please contact Alvaria Customer Care to enable the events for catalogType engagementCenterThirdParty
catalogTypeEvents [string] true none 1 or more specific state change or configuration change events from the catalogType.
Use all to get all events in the catalogType.
Events in changeNotification catalogType are user and team.
Events in engagementCenterThirdParty catalogType are AcceptCallTimeout, ActivateInteraction, Active, AdvanceFeature, AgentStatistics, AudioPathConnection, CallReRouted, ClientSessionKeepAlive, Conference, ConnectConfirm, Connected, Connecting, Consult, ConsultInitiated, Dialing, DialInitiated, Disconnected, DisconnectPending, DispositionInitiated, EmailRemoved, Error, Held, Idle, InteractionClear, InteractionTransferred, InteractionReleasedXferred, MessageStatus, MonitorState, NewTeam, NewVoiceMail, NewWorkType, NotReady, NotReadyPending, Park, PhoneFoul, PhoneOffhook, PhoneReconnect, PreviewScreenPop, ReassignEmailAck, RecordingState, RemoveTeam, RemoveWorkType, ScreenPop, SystemAvailable, SystemStandby, SystemUnavailable, TelephonyAvailable, TelephonyUnavailable, UpdateAgentStatusReason, UpdateDisposition, UpdateDispositionPlan, UpdateTeam, UpdateWorkType, VoiceLock, VoiceUnlock, Wrap, WrapTimeout
resources Resources true none none

Enumerated Values

Property Value
catalogType changeNotification
catalogType engagementCenterThirdParty

Resources

{
  "resourceType": "users",
  "resourceIds": "2d890d0d2a6ac46"
}

Properties

Name Type Required Restrictions Description
resourceType string true none The class of resource to filter the catalogTypeEvents on.
Wildcard "*" for all resourceType, the resourceIds field will be skipped in this case.
ResourceType 'users' for engagementCenterThirdParty and changeNotification catalogTypeEvents.
ResourceType 'teams' for changeNotification catalogTypeEvents.
resourceIds [string] true none 0 or more resource instance ids to further filter the catalogTypeEvents on. If empty [] or ["*"] then events for all ids will be received

SubscriptionResponse

{
  "kind": "via#subscription",
  "subscriptionId": "ab7dbcbc",
  "description": "string",
  "filterCriteria": {
    "catalogType": "engagementCenterThirdParty",
    "catalogTypeEvents": [
      "ScreenPop",
      "Idle",
      "NotReady"
    ],
    "resources": {
      "resourceType": "users",
      "resourceIds": [
        "ef3084eba0ea470",
        "2d890d0d2a6ac46",
        "28f10d30ca6047e"
      ]
    }
  },
  "creationTime": "1985-04-12T23:20:50.525Z",
  "lastModifiedTime": "1985-04-12T23:20:50.525Z"
}

user supplied definition or alternate name for the subscription

Properties

Name Type Required Restrictions Description
kind string true none via#subscription
subscriptionId string true none Alvaria-generated unique identifier for the subscription. The uniqueness is guaranteed within the same session. Combination of the stream sessionId and the subscriptionId will guarantee the global uniqueness. Use this id along with the sessionId in subsequent subscription API calls.
description string true none user supplied definition or name for the subscription
filterCriteria FilterCriteria true none Rules to be used to filter the event stream for the consumer.
creationTime string(date-time) true none Time at which the subscription was created, specified in ISO 8601 format and in UTC time zone (1985-04-12T23:20:50.525Z)
lastModifiedTime string(date-time) true none Time at which the subscription was last updated, specified in ISO 8601 format and in UTC time zone (1985-04-12T23:20:50.525Z)

SubscriptionCollection

{
  "kind": "via#subscriptionsCollection",
  "subscriptions": [
    {
      "kind": "via#subscription",
      "subscriptionId": "ab7dbcbc",
      "description": "string",
      "filterCriteria": {
        "catalogType": "engagementCenterThirdParty",
        "catalogTypeEvents": [
          "ScreenPop",
          "Idle",
          "NotReady"
        ],
        "resources": {
          "resourceType": "users",
          "resourceIds": [
            "ef3084eba0ea470",
            "2d890d0d2a6ac46",
            "28f10d30ca6047e"
          ]
        }
      },
      "creationTime": "1985-04-12T23:20:50.525Z",
      "lastModifiedTime": "1985-04-12T23:20:50.525Z"
    }
  ]
}

user supplied definition or alternate name for the subscription

Properties

Name Type Required Restrictions Description
kind string true none via#subscriptionsCollection
subscriptions [SubscriptionResponse] true none A array of subcriptions subscrbied by the requested streaming session

EventECAcceptCallTimeout

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "ehubSessionId": "14"
  }
}

This event will fire if an accept interaction has been sent to a client and the client does not accept in the proper amount of time. If the timeout occurs the interaction will be moved on to another client.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» ehubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.

EventECActivateInteraction

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "ehubSessionId": "14"
  }
}

This event indicates to a client that one of their interactions should get focus.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» ehubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.

EventECActive

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "category": 14,
    "statusReason": 2
  }
}

This event will be received when an interaction has entered the active state.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» category integer false none This will indicate the mediaType of the interaction. Valid mediaTypes are NONE: 0,INBOUND_ACD: 1,INBOUND_DID: 2,INBOUND_IVR: 3,INBOUND_UNDEFINED: 4,INBOUND_EXTERNAL: 5,INBOUND_FAX: 6, INBOUND_VOICEMAIL: 7,OUTBOUND_AOD: 8,OUTBOUND_CONFERENCE: 9,OUTBOUND_CONSULT: 10,OUTBOUND_CONSULT_XFER: 11,OUTBOUND_FAX: 12,OUTBOUND_EXTERNAL: 13,OUTBOUND_MANUAL: 14,OUTBOUND_TPCON_XFER: 15,INTERNAL_CONFERENCE: 16,INTERNAL_CONSULT: 17,INTERNAL_CONSULT_XFER: 18,INTERNAL_MANUAL: 19,OUTBOUND_MESSAGE: 20,INTERNAL_MONITORING: 21,INTERNAL_RECORDING: 22,INBOUND_CHAT: 23,INBOUND_EMAIL_NLP: 24,INBOUND_EMAIL_AGENTSEL: 25,INBOUND_EMAIL_SELFSERV: 26,INBOUND_EMAIL_CDREVIEW: 27,INBOUND_EMAIL_SEND: 28,OUTBOUND_EMAIL: 29,INBOUND_WORKFLOW: 30,INBOUND_CTI: 31,INBOUND_IM: 32,INBOUND_SMS: 33
» statusReason integer false none this will indicate the state of the agent; AgActive: 2, AgConsulting: 11, AgActiveInternal: 14

EventECAdvanceFeature

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

A client will receive this event when the client has been placed in advanced feature state. This state is used when the client is doing work outside of interactions. For example, when a team lead is monitoring other clients the team lead will enter this state.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECAgentStatistics

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "agentStatistics": [
      {
        "workTypeId": 84,
        "workTypeName": "CherylChat1",
        "chatInteractions": 0,
        "ctiInteractions": 0,
        "didInteractions": 0,
        "emailInteractions": 0,
        "inboundInteractions": 0,
        "internalInteractions": 0,
        "manualInteractions": 0,
        "outreachInteractions": 0,
        "smsInteractions": 0,
        "workflowInteractions": 0,
        "activeSeconds": 0,
        "idleSeconds": 1,
        "internalSeconds": 0,
        "loggedInSeconds": 4,
        "manualSeconds": 0,
        "multiSeconds": 0,
        "notReadySeconds": 3,
        "otherSeconds": 0,
        "parkSeconds": 0,
        "statusSeconds": 1,
        "wrapSeconds": 0,
        "numberOfCallbacks": 0,
        "numberOfRefusals": 0,
        "numberOfSuccesses": 0
      }
    ]
  }
}

This event is received in response to a request for agent statistics.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» agentStatistics [object] false none This is a collection of Agent Statistics.
»» workTypeId integer false none Alvaria-generated unique identifier for a WorkType
»» workTypeName string false none The value indicates the name of the WorkType.
»» chatInteractions integer false none This value indicates the number of chat interactions handled by an agent.
»» ctiInteractions integer false none This value has been deprecated.
»» didInteractions integer false none This value indicates the number of Direct Inbound Dials handled by an agent.
»» emailInteractions integer false none This value indicates the number of email interactions handled by an agent.
»» inboundInteractions integer false none This value indicates the number of inbound interactions handled by an agent.
»» internalInteractions integer false none This value indicates the number of internal interactions handled by an agent.
»» manualInteractions integer false none This value indicates the number of manual interactions handled by an agent.
»» outreachInteractions integer false none This value indicates the number of outreach interactions handled by an agent.
»» smsInteractions integer false none This value indicates the number of SMS interactions handled by an agent.
»» workflowInteractions integer false none This value has been deprecated.
»» activeSeconds integer false none This value indicates the number of seconds that an agent was in an active state.
»» idleSeconds integer false none This value indicates the number of seconds that an agent was in an idle state.
»» internalSeconds integer false none This value indicates the number of seconds that an agent was on an internal call.
»» loggedInSeconds integer false none This value indicates the number of seconds that an agent was logged in for.
»» manualSeconds integer false none This value indicates the number of seconds that an agent was on a manual dial.
»» multiSeconds integer false none This value represents the number of seconds an agent was on multiple interactions.
»» notReadySeconds integer false none This value indicates the number of seconds an agent was in a Not Ready state.
»» otherSeconds integer false none This value represents the number of seconds the agent was in all other states.
»» parkSeconds integer false none This value indicates the number of seconds that an agent was in a Parked state.
»» statusSeconds integer false none This value has been deprecated.
»» wrapSeconds integer false none This value indicates the number of seconds that an agent was in a Wrap state.
»» numberOfCallbacks integer false none This value indicates the number of Callbacks initiated.
»» numberOfRefusals integer false none This value indicates the number of refusal dispositions.
»» numberOfSuccesses integer false none This value indicates the number of successful dispositions.

EventECAudioPathConnection

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "state": true
  }
}

This event is an indication that the audio path associated with the station id passed in with the connect request has been tied up.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» state boolean false none state of the audiopath associated with the user

EventECCallReRouted

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151"
  }
}

This event informs the client that the call has been transferred in response to a previously executed transfer request.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.

EventECClientSessionKeepAlive

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "requestTimestamp": "2021-01-30T14:04:20.539Z"
  }
}

This event indicates that the keep alive period has been updated for the agent.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» requestTimestamp string(date-time) false none Returns the same timestamp that was sent as part of the keep alive request payload, specified in ISO 8601 format and in UTC time zone (1985-04-12T23:20:50.525Z)

EventECConference

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "consultInteractionId": 152,
    "consultInteractionIdRev": "152",
    "conferenceInteractionId": 153,
    "conferenceInteractionIdRev": "153",
    "consultEhubSessionId": "14",
    "originalInteractionId": 150,
    "originalInteractionIdRev": "150"
  }
}

If the system can successfully execute the conference request, all parties will be made Active and able to simultaneously communicate with each other and the Agent will receive a “Conference” event indicating that the Conference call is now Active.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» consultInteractionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» consultInteractionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing consultInteractionId which is an integer and will be deprecated.
» conferenceInteractionId integer false none Alvaria-generated unique ID for an interaction instance
» conferenceInteractionIdRev string false none To be deprecated. Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing conferenceInteractionId which is an integer and will be deprecated.
» consultEhubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
» originalInteractionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» originalInteractionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing originalInteractionId which is an integer and will be deprecated.

EventECConnectConfirm

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "userId": "99b788f3000d99",
    "ehubSessionId": "14"
  }
}

This event is part of the connection sequence of events. The payload of this event will contain the EhubSessionId which should be used to create the session with the streaming api.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» userId string false none Alvaria-generated unique identifier for a user instance
» ehubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.

EventECConnected

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This state change event informs the client that the connection sequence is complete. This should be followed by either a not ready or idle state change event.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECConnecting

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event is part of the connection sequence of events. It is a signal that the connection sequence is under way. Not much needs to be done in response to this event.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECConsult

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "consultInteractionId": 151,
    "consultInteractionIdRev": "151",
    "originalInteractionId": 152,
    "originalInteractionIdRev": "152",
    "consultedEhubSessionId": "14"
  }
}

The receipt of this state change event will indicate that the client is in a consultation interaction with another party.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» consultInteractionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» consultInteractionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing consultInteractionId which is an integer and will be deprecated.
» originalInteractionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» originalInteractionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing originalInteractionId which is an integer and will be deprecated.
» consultedEhubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.

EventECConsultInitiated

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "consultType": "User",
    "workTypeId": "15",
    "externalRouteId": "",
    "blindXferFlag": 1,
    "userId": "99b788f3000d99",
    "phoneNumber": "5551212",
    "entity": "{\"active\":true,\"kind\":\"via#user\",\"id\":\"user1\",\"user\":\"user1@orgname.com\",\"firstName\":\"alvaria\",\"lastName\":\"user\",\"preferredName\":{\"locale\":\"en-US\",\"value\":\"alvaria user\"}}",
    "interactionData": " "
  }
}

This indicates that some client has initiated a consult on behalf of this user. It is possible that this is from the same user in which case it can be ignored. The event is available so in the case of multiple attached clients all clients can stay in sync.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID of the parent interaction associated with the consult request
» interactionIdRev string false none Alvaria-generated unique ID of the parent interaction associated with the consult request. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» consultType string false none the type of consult that was requested;
» workTypeId string false none Alvaria-generated unique identifier for a WorkType
» externalRouteId string false none external route id associated with the consult request
» blindXferFlag integer false none blind transfer flag indicates the the back end that the request is a cold transfer
» userId string false none Alvaria-generated unique identifier for a user instance
» phoneNumber string false none phone number associated with the consult
» entity string false none JSON string of the Via Entity used to initiate the interaction. Expected entities: UsersFragment, workTypeTerse, SystemExternalFragment (ViaProvisioningExternalSwagger);
» interactionData [object] false none This is a collection of up to 20 user fields.
»» key string false none This is the key of the key value pair.
»» value string false none This is the value of the key value pair.
»» isMasked boolean false none This shows whether a field should be masked in the UI.

Enumerated Values

Property Value
consultType User
consultType External
consultType Worktype

EventECDialing

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "mediaType": "InboundACD"
  }
}

Receipt of this event is an indication that an interaction is in the dialing state. When you get this, you should use it as a signal to update your UI to reflect the state change.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» mediaType string false none This value identifies the type of media used for the referenced interaction.

Enumerated Values

Property Value
mediaType None
mediaType InboundACD
mediaType InboundDID
mediaType InboundIVR
mediaType InboundUndefined
mediaType InboundExternal
mediaType InboundFax
mediaType InboundVoicemail
mediaType OutboundAOD
mediaType OutboundConference
mediaType OutboundConsult
mediaType OutboundConsultXfer
mediaType OutboundFax
mediaType OutboundExternal
mediaType OutboundManual
mediaType OutboundTPConXfer
mediaType InternalConference
mediaType InternalConsult
mediaType InternalConsultXfer
mediaType InternalManual
mediaType OutboundMessage
mediaType InternalMonitoring
mediaType InternalRecording
mediaType InboundChat
mediaType InboundEmailNLP
mediaType InboundEmailAgentSel
mediaType InboundEmailAgentSelfService
mediaType InboundEmailCDReview
mediaType InboundEmailSend
mediaType OutboundEmail
mediaType InboundWorkflow
mediaType InboundCTI
mediaType InboundIM
mediaType InboundSMS

EventECDialInitiated

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "phoneNumber": "5551212",
    "workTypeId": "15",
    "makeCallType": "User",
    "externalRouteId": "",
    "wrapRequiredFlag": 1,
    "userId": "99b788f3000d99",
    "entity": "{\"active\":true,\"kind\":\"via#user\",\"id\":\"user1\",\"user\":\"user1@orgname.com\",\"firstName\":\"alvaria\",\"lastName\":\"user\",\"preferredName\":{\"locale\":\"en-US\",\"value\":\"alvaria user\"}}"
  }
}

This indicates that some client has initiated a dial on behalf of this user. It is possible that this is from the same user in which case it can be ignored. The event is available so in the case of multiple attached clients all clients can stay in sync.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID of the parent interaction associated with the dial request
» interactionIdRev string false none Alvaria-generated unique ID of the parent interaction associated with the dial request. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» phoneNumber string false none phone number associated with the consult
» workTypeId string false none Alvaria-generated unique identifier for a WorkType
» makeCallType string false none the type of dial that was requested;
» externalRouteId string false none external route id associated with the consult request
» wrapRequiredFlag integer false none wrap required flag indicates if a wrap is required for the interaction
» userId string false none Alvaria-generated unique identifier for a user instance
» entity string false none JSON string of the Via Entity used to initiate the interaction. Expected entities: UsersFragment, workTypeTerse, SystemExternalFragment (ViaProvisioningExternalSwagger);

Enumerated Values

Property Value
makeCallType User
makeCallType External
makeCallType Preview
makeCallType WorkType

EventECDisconnected

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event will signal that your client has been disconnected from the backend system. Once you receive this event you should clean up your streaming session.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECDisconnectPending

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event will be received in response to the client sending a disconnect request. The pending state means that the client has an active interaction and the state will stay pending until the interaction is complete or a cancel request is sent.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECDispositionInitiated

{
  "ehubSessionId": "14",
  "payload": {
    "dispositionId": "123",
    "wrapRequiredFlag": true,
    "callBackFlag": true,
    "saleflag": true,
    "interactionId": "151",
    "interactionIdTo": "151",
    "interactionData": " "
  }
}

This indicates that some client has initiated a disposition. The event is available so in the case of multiple attached clients all clients can stay in sync.

Properties

Name Type Required Restrictions Description
ehubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
payload object false none Structure containing information related to the event
» dispositionId string false none Alvaria-generated unique identifier of the requested disposition.
» wrapRequiredFlag boolean false none Whether Wrap was required for the interaction
» callBackFlag boolean false none Whether the specified disposition is of type Callback
» saleflag boolean false none Whether the specified disposition is of type Sale
» interactionId string false none Alvaria-generated unique ID for an interaction instance
» interactionIdTo string false none Alvaria-generated unique ID for the interaction which should subsequently receive the focus.
» interactionData [object] false none This is a collection of up to 20 user fields.
»» key string false none The key/label of the user-defined field.
»» value string false none The value of the user-defined field.
»» isMasked boolean false none Whether the field's value is masked for display and should be read-only on the UI.

EventECEmailRemoved

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "emailObjectId": "email/4b05-2016125-063840/40009-0"
  }
}

This event signals that an email has been removed from the personal or work type email queue, for example, after the user requests to remove the email due to its content no longer being found in storage.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» emailObjectId string false none id that identifies the object in storage

EventECError

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": "151",
    "eventCode": 225,
    "failCode": 10,
    "worktypeId": "0",
    "workTypeIdRev": 0,
    "failReason": "Calling/Called Party disconnected the call",
    "localizedFailReason": "Calling/Called Party disconnected the call"
  }
}

Whenever a request issued by the user fails, or when any general errors pertaining to the user’s session or to the system occur, the system sends the user an “Error” event containing the Id of the error (failCode parameter) and the description of the error (failReason parameter). The user should use these errors for reporting purposes only, display them to the user to notify him/her that the last request failed or why the Agent will exhibit the subsequent behavior. Do not take any action, perform any state changes upon receiving this error. If the system requires the user to take some action, it will send the appropriate event after the Error event. For example, if the login process fails, the system will send the user an Error event indicating the cause and will then follow it with a “Disconnect” event prompting the Agent to shut down.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId string false none Alvaria-generated unique ID for an interaction instance
» eventCode integer false none Type of error event, 225 means this is informational and 10 is for a failure
» failCode integer false none The integer value representing the failure
» worktypeId integer false none To be deprecated. Alvaria-generated unique identifier for the work type
» workTypeIdRev string false none Alvaria-generated unique identifier for the work type. This is the string equivalent of the existing worktypeId which is an integer and will be deprecated.
» failReason string false none Text that describes the error. Note for documentation purposes in the table below with fail reason strings, the fail code is also included in parentheses prepended at the beginning to help with mapping between fail code and fail reason text.
» localizedFailReason string false none Text that describes the error and is localized to the defined localization

Enumerated Values

Property Value
failReason (10) General Failure
failReason (11) Call does not exist
failReason (12) Call failed to transfer to worktype
failReason (13) ExternalRouteID received is unknown to Ehub
failReason (14) Speed dial operation failed
failReason (15) Can not perform monitor request
failReason (16) CTI login failed
failReason (17) Gateway login failed
failReason (18) CTI server is not running
failReason (19) No active worktype attached with agent
failReason (20) Agent is not in the valid state to perform the operation
failReason (28) Transfer failure
failReason (31) Hold failure
failReason (32) Retrieve failure
failReason (33) Call failure
failReason (34) Hung up failure
failReason (38) Consultation failure
failReason (39) Play digit failure due to invalid call index
failReason (45) Fail to transfer call
failReason (69) Call conference request failed
failReason (100) Agent has a call in progress
failReason (110) Agent is not available
failReason (120) No route access has been defined
failReason (130) There is no telephony channels available/all the telephony channels are busy
failReason (131) There is no telephony route available for the input number
failReason (132) TimeZone verification failed
failReason (140) Customer hung up
failReason (150) Error occurred while processing email
failReason (174) Trunk license has been exceeded
failReason (175) Agent license has been exceeded
failReason (209) Invalid call type
failReason (210) Your phone connection is currently disrupted
failReason (211) Send switch command failed
failReason (212) Invalid switch id
failReason (213) The record has been excluded. Please discard the interaction.
failReason (214) Invalid phone number
failReason (215) Invalid consultation type.
failReason (216) Currently the email system is offline so transfers/reply email is not possible. Please try after some time
failReason (217) Error occurred forwarding an email to user. Logging out user from worktype
failReason (218) Your station number is being used by agent
failReason (219) Agent is already logged in at station
failReason (220) Invalid parameter
failReason (221) The agent you are contacting has not responded to your call.
failReason (222) The agent you are contacting cannot accept your call at this time.
failReason (223) The agent you are contacting cannot accept your call at this time. You may leave a message or try again later.
failReason (224) Cannot disposition call until the minimum wrap time has elapsed. Please remain in wrap for at least seconds before dispositioning the call
failReason (225) This event does not indicate an error
failReason (226) Calling agent has canceled the call
failReason (227) Remote party has placed this call on Hold - Line-
failReason (228) Remote party has Retrieved this call from Hold - Line-
failReason (229) The previous call has been replaced by a higher priority call
failReason (230) Your call disposition was received after the maximum allowed wrap time was exceeded, resulting in an incomplete disposition status for this contact
failReason (231) Remote party has added you to a conference call
failReason (232) You may not consult with the same target as your current target
failReason (233) Unable to call the same agent you are already connected to
failReason (234) No available lines to place a new call
failReason (235) For outbound consultation calls - you must clear all calls before you disposition
failReason (236) Destination agent has this call in the held state. Please try your transfer again later
failReason (237) Calling agent is attempting to transfer a call to you. Please retrieve your call
failReason (238) Conference calls established by the remote party
failReason (239) Conference calls ended by the remote party
failReason (240) You may not transfer a call to a party that you have on-hold
failReason (241) You may not transfer a call to a party that is not in the active state
failReason (242) Call IVR-Script is not available
failReason (243) Consult IVR-Script is not available
failReason (244) Invalid voice mail box number
failReason (245) Ringing dial tone for outbound manual dial
failReason (246) Busy dial tone for outbound manual dial
failReason (247) SIT tone for outbound manual dial
failReason (248) Consulted Agent: used for warm consultation with worktype
failReason (249) Remote agent has released the call
failReason (250) Phone number is excluded from being dialed at this time
failReason (251) May not consult or transfer to a worktype while on an internal call
failReason (252) Calling/Called party disconnected the call
failReason (253) You may not consult while your phone connection is disrupted. Please try again after your phone reconnects.
failReason (254) You may not dial while your phone connection is disrupted. Please try again after your phone reconnects.
failReason (255) Send consult request failed
failReason (256) Send consult pending request failed
failReason (257) Send transfer request failed
failReason (258) Send conference request failed
failReason (259) Send monitor start to switch failed
failReason (260) CTI agent login failed
failReason (261) Email address is excluded from being sent at this time
failReason (262) IM consult of a consult call not allowed
failReason (263) Internal consultation failure
failReason (264) Communication failure with switch handling the call
failReason (265) Destination worktype is not available
failReason (266) Not performing internal voice recording as AQM recording mode is enabled
failReason (267) Agent is not in accept call process
failReason (268) Agent has been panic logout
failReason (269) System internal failure
failReason (270) Failed to route call to agent
failReason (271) IVR worktype call canceled
failReason (272) Transfer to worktype failed as CallIndex is already in transferred state
failReason (273) Destination worktype is inactive/disabled
failReason (274) Agent failed to resume phone connection/audio path
failReason (275) Call has been recalled as the phone number is being excluded
failReason (276) Can not create outbound manual call
failReason (277) Can not create internal manual call
failReason (278) Can not create outbound email
failReason (279) Can not create agent inbound email
failReason (280) Can not create self-worktype inbound email
failReason (281) Can not create agent transferred call
failReason (282) Can not create internal consult call
failReason (283) Can not create outbound conference call
failReason (284) Can not create internal conference call
failReason (285) Can not create outbound consult transfer call
failReason (286) Can not create internal consult transfer call
failReason (287) Call has been automatically transferred by the system
failReason (288) Agent is not available. Please leave message
failReason (289) Agent cannot call it self
failReason (290) Destination agent is not available. Please leave message
failReason (291) Can not create outbound consult call
failReason (292) SMS session has been removed by the system
failReason (293) Failed to route call to agent after accept call process
failReason (294) Gateway login failed as switch is down
failReason (295) Agent is already monitored by another supervisor
failReason (296) Can not get email by email object id
failReason (297) Can not transfer a non CTI call to a CTI worktype
failReason (298) Can not transfer a CTI call to a non CTI worktype
failReason (299) Can not transfer email call. should be done by agent
failReason (300) EMail worktype id is disabled or deleted
failReason (301) Can not disposition the call while call is in active or held state
failReason (302) Can not execute hold as call is not in active state
failReason (303) Can not retrieve as agent is not in conference and has active voice call in line
failReason (304) Can not retrieve as call is not in held state
failReason (305) Can not dial the call as call is not in preview state
failReason (306) Can not transfer: Duplicate consult transfer request
failReason (307) Conference failed as either original or consult call terminated
failReason (308) Transfer to worktype failed as call is already in pending-transfer state
failReason (309) Transfer to worktype failed as call is not in active state
failReason (310) Cannot transfer to agent, another transfer is currently pending
failReason (311) Activation of call failed as call is already active
failReason (312) Can not do consultation now because agent is idle
failReason (313) Can not perform operation as agent in dual desktop session
failReason (314) Can not perform operation as your phone connection is currently disrupted
failReason (315) Can not go to not ready/park state as no voice channel available
failReason (316) Do not hang-up on a held call
failReason (317) May not consult while on an internal call - Multiline is disabled for this agent
failReason (318) Can not do consultation as call is not in active/held state
failReason (319) Conference failed as duplicate conference request for same call
failReason (320) Pause/Resume not supported for external manual recording
failReason (321) Can not perform operation as you don't have a phone connection to answer the voice call
failReason (322) Pause/Resume not allowed for call in CXP privacy level mode
failReason (323) Exclusion server is not available now. System may dial excluded numbers
failReason (324) Failed to communicate to exclusion server. System may dial excluded numbers
failReason (325) Exclusion server is not available now. System may send mail to excluded email addresses
failReason (326) Failed to communicate to Exclusion server. System may send mail to excluded email addresses
failReason (327) Original call was not found
failReason (328) Voice mail ended due to disconnect from telephony server
failReason (329) Consult failed as cannot create call
failReason (330) Recording is not allowed as previous recording is still active
failReason (331) This is a dual desktop system. Can not make call from agent
failReason (332) Customer hung up or network disconnected
failReason (333) Customer hung up or chat connection is closed
failReason (334) Customer hung up or IM network disconnected
failReason (335) Error occurred while processing email and will be deleted from worktype
failReason (336) Email not found on Exchange and cannot be processed by worktype
failReason (337) Error occurred while processing an email. Logging out user from worktype
failReason (338) Invalid message id
failReason (339) The agent you are contacting cannot accept your call at this time. Please leave a message.
failReason (340) The agent you are contacting has not responded to your call. Please leave a message.
failReason (341) The agent you are contacting has not responded to your call. You may leave a message or try again later.
failReason (342) Agent failed to resume audio path and can not get voice calls. Agent will be available for non-voice calls. Please logout and re-login to get voice calls.
failReason (343) Email Reassign - Invalid Destination Worktype state.
failReason (344) Email Reassign - Email record not in DB
failReason (345) No streaming session Id was supported, unable to login agent
failReason (346) Email already activated by other Agent
failReason (347) The consulted agent is hearing the whisper message now. Please try again in few seconds

EventECHeld

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151"
  }
}

The receipt of this event is an indication that the interaction contained in the payload has been placed in held state.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.

EventECIdle

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151"
  }
}

This state change event is sent for multiple reasons. First it would be sent with an Id of 0 which indicates that the clients state was moved to Idle. When the Id has a value other than 0 then this is an indication that the interaction referred to with the interactionId has been disposed.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.

EventECInteractionClear

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "state": 14
  }
}

This event is received when an interaction is cleared or ended. The id or the interaction is contained in the event.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» state integer false none this field indicates what the users next state will be. A separate state change event will follow this event.

EventECInteractionTransferred

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "consultInteractionId": 152,
    "consultInteractionIdRev": "152",
    "newInteractionId": 153,
    "newInteractionIdRev": "153",
    "originalEhubSessionId": "14"
  }
}

if the 3rd party of a conference is an agent, that agent will receive an “InteractionTransferred” event signaling that the original interaction on which he/she was being consulted was transferred to him/her and that he/she is now handling the original interaction. The “InteractionTransferred” event will carry a new interaction(newInteractionId) id which the user must now use when referring to the original interaction in any subsequent requests to the system.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» consultInteractionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» consultInteractionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing consultInteractionId which is an integer and will be deprecated.
» newInteractionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» newInteractionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing newInteractionId which is an integer and will be deprecated.
» originalEhubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.

EventECInteractionRelXferred

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151"
  }
}

This event indicates that the original interaction of a consult has been released to the consulted party.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.

EventECMessageStatus

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "status": "1"
  }
}

The MessageStatus event will return the current status of an execution of the request that plays an audio message to the customer.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» status integer false none Status of the currently playing audio message being played to the customer.

EventECMonitorState

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "monitoringInteractionId": 151,
    "monitoringInteractionIdRev": "151",
    "monitoringState": 1,
    "portNum": 0,
    "ipAddress": "agent=;portal=123.aaa.manhattan.aspect-cloud.net"
  }
}

This event will report the state change for a previously sent monitor request.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» monitoringInteractionId integer false none To be deprecated. This field refers to the interactionId of the monitored interaction.
» monitoringInteractionIdRev string false none This is the string equivalent of the existing monitoringInteractionId which is an integer and will be deprecated.
» monitoringState integer false none This is the state of the monitoring request. MON_SILENT: 1, MON_MONITORING 1, MON_COACHING: 2, MON_BARGEDIN: 3, MON_STOPPED: 4, MON_ERROR: 5, MON_START_ACK: 6, MON_CHAT_END_ACK: 7, MON_NOT_AVAILABLE: 8, MON_NO_AGENT_AVAIL: 9, MON_NOT_AUTHORIZED: 10, MON_OUT_OF_RESOURCES: 11, MON_AGENT_ALREADY_MONITORED: 12
» portNum integer false none the port number for the chat server this is doing the monitoring if applicable
» ipAddress string false none the ip address for the chat server this is doing the monitoring if applicable

EventECMultiTaskingStatus

{
  "ehubSessionId": "14",
  "payload": {
    "userId": "99b788f3000d99",
    "ehubSessionId": 23,
    "ehubSessionIdRev": 23,
    "multiTaskingStatusCode": {
      "ordinal": 1,
      "value": "Suspended"
    }
  }
}

This event signals a change in the Multitasking status of the user - i.e. whether the system will route new interactions to the user if they are already handling an interaction. Multitasking gets disabled, for a given user, if an interaction is rejected while they are already handling an interaction. Multitasking gets resumed after returning to Idle state.

Properties

Name Type Required Restrictions Description
ehubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
payload object false none Structure containing information related to the event
» userId string false none Alvaria-generated unique identifier for a user instance
» ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
» ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
» multiTaskingStatusCode object false none Structure containing information related to the multitasking status.
»» ordinal integer false none Integer identifier of the multitasking status.
»» value string false none String identifier of the multitasking status.

Enumerated Values

Property Value
value Unknown
value Suspended
value Resumed

EventECNewTeam

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "id": "11b8c791-6bd4-4cdf-9b6f-4119b891cec9",
    "friendlyName": "Team Name"
  }
}

This event indicates that a new team has been added.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» id string false none id of the Team.
» friendlyName string false none Friendly name of the Team.

EventECNewVoiceMail

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "workTypeId": 15,
    "workTypeIdRev": "15"
  }
}

This event indicates that a voicemail has been added to the users voicemail or a work type that the user is part of.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» workTypeId integer false none To be deprecated. Id of the WorkType this voice-mail is associated with.
» workTypeIdRev string false none Id of the WorkType this voice-mail is associated with. This is the string equivalent of the existing workTypeId which is an integer and will be deprecated.

EventECNewWorkType

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "id": "15",
    "idRev": 15
  }
}

The payload object of this event carries the pointer to the information and settings of a work type to which this user has been assigned. Retrieve and save this data in your application This will then be your collection of Assigned Work Types which you will later need for other use cases (e.g., prompting user to choose one of these work types before making a manual call, validating the functions on the GUI based on the settings of the current call's work type, etc.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» id integer false none To be deprecated. Alvaria-generated unique identifier for a WorkType
» idRev string false none Id of the WorkType this voice-mail is associated with. This is the string equivalent of the existing workTypeId which is an integer and will be deprecated.

EventECNotReady

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "reasonId": 15,
    "reasonIdRev": "15"
  }
}

Receipt of this event will indicate that the user has been moved to the not ready on the back end. No work type calls will be sent to the user while in this state.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» reasonId integer false none To be deprecated. The code that represents the reason for going not ready
» reasonIdRev string false none The code that represents the reason for going not ready. This is the string equivalent of the existing reasonId which is an integer and will be deprecated.

EventECNotReadyPending

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

The receipt of this event is an indication that a not ready request was received by the back end while the user was busy with an interaction. The user will not be moved to the not ready state until they are no longer busy on an interaction.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECPark

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "reasonId": 15,
    "reasonIdRev": "15",
    "ehubSessionId": "14"
  }
}

Receipt of this event will indicate that the user has been moved to the park state on the back end. No work type calls will be sent to the user while in this state. They will however be sent DID calls if one is sent.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» reasonId integer false none To be deprecated. The code that represents the reason for going not ready
» reasonIdRev string false none The code that represents the reason for going not ready. This is the string equivalent of the existing reasonId which is an integer and will be deprecated.
» ehubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.

EventECPhoneFoul

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

The receipt of this event will be an indication that the back end has lost connection with the telephony endpoint passed in on the connect. Plainly stated that telephony endpoint was hung up.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECPhoneOffhook

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event is sent when the audio path establishment for an agent fails due to the fact that the device is off hook.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECPhoneReconnect

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event is the indication that a previously disconnect connection has been reestablished.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECPreviewScreenPop

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "preemptive": 1,
    "statusReason": 8,
    "interactionInfo": {
      "outreach": {
        "callTableRecordNum": 45
      },
      "callBackData": {
        "callBackFlag": 1,
        "callBackMemo": "This is an example of a call back memo",
        "dialModeCode": 3
      },
      "emailData": {
        "forwardToMBox": "",
        "fromAddress": "docs@alvaria.com",
        "emailObjectId": "email/dd38-55555555-183810/117-0",
        "senderCC": "",
        "senderTime": "",
        "senderName": "",
        "replyEmailObjectId": "email/dd38-55555555-183810/117-0",
        "senderTo": "",
        "threadId": 0,
        "threadIdRev": "0"
      },
      "otherData": {
        "interactionCategory": 2,
        "interactionType": "AOD",
        "screenpopType": 2,
        "originalWorkTypeId": 191,
        "originalWorkTypeIdRev": "191",
        "worktypeId": 191,
        "workTypeIdRev": "191",
        "timezoneId": 18,
        "timezoneIdRev": "18"
      },
      "screenData": {
        "ani": "6035551212",
        "callerId": "Caller Id",
        "dnis": "6035551212",
        "firstName": "ELLEN",
        "lastName": "FROST",
        "phoneNumber": "6035551212",
        "umid": "01-0010010000-180226-225649658-00376"
      },
      "interactionData": " "
    }
  }
}

This event contains the screen pop information for a preview interaction. The agent would display this information and would then decide if the interaction would be executed.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» preemptive integer false none indication of whether this event should get the users focus, 0 is no and 1 is yes
» statusReason integer false none This will indicate the mediaType of the interaction. Valid mediaTypes are NONE: 0,INBOUND_ACD: 1,INBOUND_DID: 2,INBOUND_IVR: 3,INBOUND_UNDEFINED: 4,INBOUND_EXTERNAL: 5,INBOUND_FAX: 6, INBOUND_VOICEMAIL: 7,OUTBOUND_AOD: 8,OUTBOUND_CONFERENCE: 9,OUTBOUND_CONSULT: 10,OUTBOUND_CONSULT_XFER: 11,OUTBOUND_FAX: 12,OUTBOUND_EXTERNAL: 13,OUTBOUND_MANUAL: 14,OUTBOUND_TPCON_XFER: 15,INTERNAL_CONFERENCE: 16,INTERNAL_CONSULT: 17,INTERNAL_CONSULT_XFER: 18,INTERNAL_MANUAL: 19,OUTBOUND_MESSAGE: 20,INTERNAL_MONITORING: 21,INTERNAL_RECORDING: 22,INBOUND_CHAT: 23,INBOUND_EMAIL_NLP: 24,INBOUND_EMAIL_AGENTSEL: 25,INBOUND_EMAIL_SELFSERV: 26,INBOUND_EMAIL_CDREVIEW: 27,INBOUND_EMAIL_SEND: 28,OUTBOUND_EMAIL: 29,INBOUND_WORKFLOW: 30,INBOUND_CTI: 31,INBOUND_IM: 32,INBOUND_SMS: 33
» interactionInfo object false none Structure containing information related to the interaction
»» outreach object false none Structure containing outreach information related to the interaction
»»» callTableRecordNum integer false none record number reference to the call table in outreach if an outbound interaction
»» callBackData object false none Structure containing callback information related to the interaction if applicable
»»» callBackFlag integer false none indicates if this callback and if so is it a priority callback vs a normal call back, 0:not callback, 1:normal callback, 2:priority callback
»»» callBackMemo string false none memo string added by creator of this particular call back
»»» dialModeCode integer false none the dial mode for an outreach interaction or if the interaction is a transfer the initiator, DIAL_MODE_AUTO: 1, DIAL_MODE_PRED: 2, DIAL_MODE_PREVIEW: 3, DIAL_MODE_PRECISION: 4, DIAL_MODE_AGENT_XFERRED: 6, DIAL_MODE_IVR_XFERRED: 7
»» emailData object false none Structure containing email information related to the interaction if applicable
»»» forwardToMBox string false none N/A
»»» fromAddress string false none the senders email address
»»» emailObjectId string false none id that identifies the object in storage
»»» senderCC string false none the CC field of the incoming email
»»» senderTime string false none time stamp of when the email was sent
»»» senderName string false none display name of the email's sender
»»» replyEmailObjectId string false none The storage object access key for the reply or draft email body
»»» senderTo string false none the to field of the email
»»» threadId integer false none To be deprecated. Used to link the replied email with the original email
»»» threadIdRev string false none This is the string equivalent of the existing threadId which is an integer and will be deprecated.
»» otherData object false none Structure containing general information related to the interaction
»»» interactionCategory integer false none value contained is the category for the interaction, INBOUND: 1, OUTBOUND: 2, INTERNAL: 3
»»» interactionType string false none value contained is the type of interaction passed in the screenpop
»»» screenpopType integer false none value contained can be the following, INCOMING_EMAIL_TRANSFER_FROM_AGENT=50, INCOMING_EMAIL_TRANSFER_FROM_SERVICE=56, OTHER=31
»»» originalWorkTypeId integer false none To be deprecated. This is the original work type id that the interaction was associated with if applicable
»»» originalWorkTypeIdRev string false none This is the string equivalent of the existing originalWorktypeId which is an integer and will be deprecated.
»»» worktypeId integer false none To be deprecated. This is the work type id that the interaction is associated with if applicable
»»» workTypeIdRev string false none This is the string equivalent of the existing worktypeId which is an integer and will be deprecated.
»»» timezoneId integer false none To be deprecated. This is the timezone id of the interaction
»»» timezoneIdRev string false none This is the string equivalent of the existing timezoneId which is an integer and will be deprecated.
»» screenData object false none Structure containing screen information related to the interaction
»»» ani string false none the ani of the incoming interaction if applicable
»»» callerId string false none the callerId of the incoming interaction if applicable
»»» dnis string false none the dnis of the incoming interaction if applicable
»»» firstName string false none the first name of the user related to the interaction of applicable
»»» lastName string false none the last name of the user related to the interaction of applicable
»»» phoneNumber string false none the phone number of the incoming interaction if applicable
»»» umid string false none the umid of the incoming interaction if applicable
»» interactionData [object] false none This is a collection of up to 20 user fields.
»»» key string false none This is the key of the key value pair.
»»» value string false none This is the value of the key value pair.
»»» isMasked boolean false none This shows whether a field should be masked in the UI.

Enumerated Values

Property Value
interactionType ACD
interactionType AOD
interactionType CONFERENCE
interactionType CONSULTATION
interactionType CONSULTATION_XFER
interactionType DID
interactionType FAX
interactionType IVR
interactionType MANUAL
interactionType MESSAGE
interactionType MONITORING
interactionType RECORDING
interactionType THIRD_PARTY_CONSULT_XFER
interactionType UNDEFINED
interactionType EXTERNAL
interactionType VOICEMAIL
interactionType CHAT
interactionType EMAIL_MEDIA
interactionType EMAIL_SELECT
interactionType EMAIL_SELF_SERV
interactionType EMAIL_CDREVIEW
interactionType EMAIL_SEND
interactionType EMAIL_OUTBOUND
interactionType WORKFLOW
interactionType CTI
interactionType IM
interactionType IM_CONFERENCE
interactionType IM_CONSULTATION
interactionType VIDEO
interactionType SOCIAL
interactionType SMS

EventECReassignEmailAck

{
  "userId": "99b788f3000d99",
  "ehubSessionId": "14",
  "payload": {
    "emailObjectId": "email/dd38-55555555-183810/117-0",
    "status": 0
  }
}

This event is sent when an agent is removed from a work type and will now longer be considered as a destination for an interaction associated with the work type. The id in the payload is the reference to the work type.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
payload object false none Structure containing information related to the event
» emailObjectId string false none Alvaria-generated unique ID for an entity
» status integer false none Status of the reassignEmail request. 0=Success 200=OperationFail 204=InvalidWorkTypeId 206=InvalidCallState, 343=InvalidDestinationWorkTypeState 344=EmailRecordNotInDB

Enumerated Values

Property Value
status 0
status 200
status 204
status 206
status 343
status 344

EventECRecordingState

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "recordingState": 1,
    "recordingSeq": 1,
    "recordingIndex": 1,
    "fileName": "name"
  }
}

This event will return the current playback or record state of a personal greeting recording.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» recordingState integer false none This value indicates the state of the personal greeting recording such as buffering, none, playing, recording, paused, rewinding, fast forwarding, stopped, error or play pending.
» recordingSeq integer false none This value has been deprecated.
» recordingIndex integer false none The recording index of the personal greeting recording provided in the associated recording event
» fileName string false none The file name of the personal greeting recording, provided by the recording event upon creating a new recording.

EventECRemoveTeam

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "id": "11b8c791-6bd4-4cdf-9b6f-4119b891cec9"
  }
}

This event indicates that a team has been removed.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» id string false none id of the Team.

EventECRemoveWorkType

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "id": 15,
    "idRev": "15"
  }
}

This event is sent when an agent is removed from a work type and will now longer be considered as a destination for an interaction associated with the work type. The id in the payload is the reference to the work type.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» id integer false none To be deprecated. Alvaria-generated unique ID for an entity
» idRev string false none Alvaria-generated unique ID for an entity. This is the string equivalent of the existing id which is an integer and will be deprecated.

EventECScreenPop

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 27,
    "interactionIdRev": "27",
    "playAudioAlert": false,
    "preemptive": 1,
    "requiredRejectReason": false,
    "requiredResponse": true,
    "mediaType": "InboundACD",
    "switchInteractionId": 0,
    "switchInteractionIdRev": "0",
    "timeoutForAcceptCall": 15,
    "timeoutForAudioAlert": 0,
    "interactionInfo": {
      "outreach": {
        "callTableRecordNum": 45
      },
      "callBackData": {
        "callBackFlag": 1,
        "callBackMemo": "This is an example of a call back memo",
        "dialModeCode": 3
      },
      "emailData": {
        "forwardToMBox": "",
        "fromAddress": "docs@alvaria.com",
        "emailObjectId": "email/dd38-55555555-183810/117-0",
        "senderCC": "",
        "senderTime": "",
        "senderName": "",
        "replyEmailObjectId": "email/dd38-55555555-183810/117-0",
        "senderTo": "",
        "threadId": 0,
        "threadIdRev": "0"
      },
      "otherData": {
        "interactionCategory": 2,
        "interactionType": "AOD",
        "screenpopType": 2,
        "originalWorktypeId": 191,
        "originalWorktypeIdRev": "191",
        "worktypeId": 191,
        "workTypeIdRev": "191",
        "timezoneId": 18,
        "timezoneIdRev": "18"
      },
      "screenData": {
        "ani": "6035551212",
        "callerId": "Caller Id",
        "dnis": "6035551212",
        "firstName": "ELLEN",
        "lastName": "FROST",
        "phoneNumber": "6035551212",
        "umid": "01-0010010000-180226-225649658-00376"
      },
      "interactionData": " "
    }
  }
}

This event contains all the information know by the system for an interaction that is being established.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» playAudioAlert boolean false none indication as to if an audio alert should be emitted for this interaction
» preemptive integer false none indication of whether this event should get the users focus, 0 is no and 1 is yes
» requiredRejectReason boolean false none indication of whether a reject reason is required if the interaction is rejected by the user
» requiredResponse boolean false none indication of whether a response is required for the interaction
» mediaType string false none This value identifies the type of media used for the referenced interaction.
» switchInteractionId integer false none To be deprecated. Interaction Id used by the switch if applicable
» switchInteractionIdRev string false none This is the string equivalent of the existing switchInteractionId which is an integer and will be deprecated.
» timeoutForAcceptCall integer false none this is the duration of the timeout of the accept call if the work type this interaction is associated with has accept call defined
» timeoutForAudioAlert integer false none this is the duration of the timeout of the audio alert if the work type this interaction is associated with has audio alert defined
» interactionInfo object false none Structure containing information related to the interaction
»» outreach object false none Structure containing outreach information related to the interaction
»»» callTableRecordNum integer false none record number reference to the call table in outreach if an outbound interaction
»» callBackData object false none Structure containing callback information related to the interaction if applicable
»»» callBackFlag integer false none indicates if this callback and if so is it a priority callback vs a normal call back, 0:not callback, 1:normal callback, 2:priority callback
»»» callBackMemo string false none memo string added by creator of this particular call back
»»» dialModeCode integer false none the dial mode for an outreach interaction or if the interaction is a transfer the initiator, DIAL_MODE_AUTO: 1, DIAL_MODE_PRED: 2, DIAL_MODE_PREVIEW: 3, DIAL_MODE_PRECISION: 4, DIAL_MODE_AGENT_XFERRED: 6, DIAL_MODE_IVR_XFERRED: 7
»» emailData object false none Structure containing email information related to the interaction if applicable
»»» forwardToMBox string false none N/A
»»» fromAddress string false none the senders email address
»»» emailObjectId string false none id that identifies the object in storage
»»» senderCC string false none the CC field of the incoming email
»»» senderTime string false none time stamp of when the email was sent
»»» senderName string false none display name of the email's sender
»»» replyEmailObjectId string false none The storage object access key for the reply or draft email body
»»» senderTo string false none the to field of the email
»»» threadId integer false none To be deprecated. Used to link the replied email with the original email
»»» threadIdRev string false none This is the string equivalent of the existing threadId which is an integer and will be deprecated.
»» otherData object false none Structure containing general information related to the interaction
»»» interactionCategory integer false none value contained is the category for the interaction, INBOUND: 1, OUTBOUND: 2, INTERNAL: 3
»»» interactionType string false none value contained is the type of interaction passed in the screenpop
»»» screenpopType integer false none value contained can be the following, INCOMING_EMAIL_TRANSFER_FROM_AGENT=50, INCOMING_EMAIL_TRANSFER_FROM_SERVICE=56, OTHER=31
»»» originalWorktypeId integer false none To be deprecated. This is the original work type id that the interaction was associated with if applicable
»»» originalWorktypeIdRev string false none This is the string equivalent of the existing originalWorktypeId which is an integer and will be deprecated.
»»» worktypeId integer false none To be deprecated. This is the work type id that the interaction is associated with if applicable
»»» workTypeIdRev string false none This is the string equivalent of the existing worktypeId which is an integer and will be deprecated.
»»» timezoneId integer false none To be deprecated. This is the timezone id of the interaction
»»» timezoneIdRev string false none This is the string equivalent of the existing timezoneId which is an integer and will be deprecated.
»» screenData object false none Structure containing screen information related to the interaction
»»» ani string false none the ani of the incoming interaction if applicable
»»» callerId string false none the callerId of the incoming interaction if applicable
»»» dnis string false none the dnis of the incoming interaction if applicable
»»» firstName string false none the first name of the user related to the interaction of applicable
»»» lastName string false none the last name of the user related to the interaction of applicable
»»» phoneNumber string false none the phone number of the incoming interaction if applicable
»»» umid string false none the umid of the incoming interaction if applicable
»» interactionData [object] false none This is a collection of up to 20 user fields.
»»» key string false none This is the key of the key value pair.
»»» value string false none This is the value of the key value pair.
»»» isMasked boolean false none This shows whether a field should be masked in the UI.

Enumerated Values

Property Value
mediaType None
mediaType InboundACD
mediaType InboundDID
mediaType InboundIVR
mediaType InboundUndefined
mediaType InboundExternal
mediaType InboundFax
mediaType InboundVoicemail
mediaType OutboundAOD
mediaType OutboundConference
mediaType OutboundConsult
mediaType OutboundConsultXfer
mediaType OutboundFax
mediaType OutboundExternal
mediaType OutboundManual
mediaType OutboundTPConXfer
mediaType InternalConference
mediaType InternalConsult
mediaType InternalConsultXfer
mediaType InternalManual
mediaType OutboundMessage
mediaType InternalMonitoring
mediaType InternalRecording
mediaType InboundChat
mediaType InboundEmailNLP
mediaType InboundEmailAgentSel
mediaType InboundEmailAgentSelfService
mediaType InboundEmailCDReview
mediaType InboundEmailSend
mediaType OutboundEmail
mediaType InboundWorkflow
mediaType InboundCTI
mediaType InboundIM
mediaType InboundSMS
interactionType ACD
interactionType AOD
interactionType CONFERENCE
interactionType CONSULTATION
interactionType CONSULTATION_XFER
interactionType DID
interactionType FAX
interactionType IVR
interactionType MANUAL
interactionType MESSAGE
interactionType MONITORING
interactionType RECORDING
interactionType THIRD_PARTY_CONSULT_XFER
interactionType UNDEFINED
interactionType EXTERNAL
interactionType VOICEMAIL
interactionType CHAT
interactionType EMAIL_MEDIA
interactionType EMAIL_SELECT
interactionType EMAIL_SELF_SERV
interactionType EMAIL_CDREVIEW
interactionType EMAIL_SEND
interactionType EMAIL_OUTBOUND
interactionType WORKFLOW
interactionType CTI
interactionType IM
interactionType IM_CONFERENCE
interactionType IM_CONSULTATION
interactionType VIDEO
interactionType SOCIAL
interactionType SMS

EventECSystemAvailable

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event indicates that a previously unavailable Engagement Hub was now on line and available.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECSystemStandby

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event is sent by the back end to indicate that the Engagement Hub is in the process of coming on line. This state should be reported to the agent so they know that the system is in a waiting state.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECSystemUnavailable

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event indicates that the Engagement Hub has gone offline and the current session has ended.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECTelephonyAvailable

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event indicates that the telephony subsystem that was previously unavailable to VIA is now available.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECTelephonyUnavailable

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event indicates that the telephony subsystem has issues and is not available to VIA.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECUpdateAgtStatReason

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {}
}

This event indicates that the agent status reason list has been updated and the client should retrieve the new list of reason codes.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none This payload contains no properties.

EventECUpdateDisposition

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "id": "13",
    "idRev": "15"
  }
}

This event indicates that a disposition code has been modified and the client should update any cache of disposition codes.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» id integer false none To be deprecated. Alvaria-generated unique ID for a Disposition entity
» idRev string false none Alvaria-generated unique ID for an entity. This is the string equivalent of the existing id which is an integer and will be deprecated.

EventECUpdateDispositionPlan

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "id": 14,
    "idRev": "14"
  }
}

This event indicates that a disposition plan has been modified and the client should update any cache of disposition plans.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» id integer false none To be deprecated. Alvaria-generated unique ID for a DispostionPlan entity
» idRev string false none Alvaria-generated unique ID for a DispostionPlan entity. This is the string equivalent of the existing id which is an integer and will be deprecated.

EventECUpdateTeam

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "id": "11b8c791-6bd4-4cdf-9b6f-4119b891cec9",
    "friendlyName": "Team Name"
  }
}

This event indicates that a team has been updated.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» id string false none id of the Team.
» friendlyName string false none Friendly name of the Team.

EventECUpdateWorkType

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "id": 14,
    "idRev": "14"
  }
}

This event indicates that a work type has been modified and the client should update it cache that contains the settings contained in the work type definition.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» id integer false none To be deprecated. Alvaria-generated unique ID for a WorkType entity
» idRev string false none Alvaria-generated unique ID for a DispostionPlan entity. This is the string equivalent of the existing id which is an integer and will be deprecated.

EventECVoiceLock

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151"
  }
}

Voice lock is an indication that the customer audio is not available to the user. This is done for the privacy of the customer.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.

EventECVoiceUnlock

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151"
  }
}

This indicates that a previous voice lock state has ended.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.

EventECWrap

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151"
  }
}

This event indicates that the agent has entered the wrap state after an interaction has been terminated. The next step for the agent would be to dispose the interaction.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.

EventECWrapTimeout

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "dispositionExpected": 11
  }
}

This event indicates that an agent has been in the wrap state longer then the configured time allowed to stay in wrap. The client should signal this to the agent.

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» dispositionExpected integer false none Value of the disposition that was expected by the system.

EventMessagingEntityAdded

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "entityType": 3,
    "entityId": "CO",
    "entityName": "customerDave"
  }
}

an entity has been added to a chat or SMS session

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» entityType integer false none identifies the type of user, possible types are Agent, 1, Monitor, 2, Customer, 3, System, 4
» entityId string false none the id of the user
» entityName string false none the user’s First & Last name in a human readable form

EventMessagingEntityDialReq

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "phoneNumber": "6035551212"
  }
}

a dial request has been sent by the customer

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» phoneNumber string false none the customer entered phone number they request to be called at

EventMessagingEntityList

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "entityType": 3,
    "entityId": "CO",
    "entityName": "customerDave"
  }
}

a list of entities in a chat or SMS session

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» entityType integer false none identifies the type of user, possible types are Agent, 1, Monitor, 2, Customer, 3, System, 4
» entityId string false none the id of the user
» entityName string false none the user’s First & Last name in a human readable form

EventMessagingEntityPushURL

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "entityType": 3,
    "entityName": "customerDave",
    "url": "https://www.alvaria.com"
  }
}

a push url request has been sent by a customer

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» entityType integer false none identifies the type of user, possible types are Agent, 1, Monitor, 2, Customer, 3, System, 4
» entityName string false none the user’s First & Last name in a human readable form
» url string false none the customer entered URL that they want to push to the agent

EventMessagingEntityRemoved

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "entityType": 3,
    "entityId": "CO",
    "entityName": "customerDave"
  }
}

an entity has been removed from a chat or SMS session

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» entityType integer false none identifies the type of user, possible types are Agent, 1, Monitor, 2, Customer, 3, System, 4
» entityId string false none the id of the user
» entityName string false none the user’s First & Last name in a human readable form

EventMessagingEntitySendText

{
  "userId": "99b788f3000d99",
  "ehubSessionId": 14,
  "ehubSessionIdRev": "14",
  "payload": {
    "interactionId": 151,
    "interactionIdRev": "151",
    "entityType": 1,
    "entityName": "cherylagt1",
    "text": "This is text"
  }
}

text has been received from a customer

Properties

Name Type Required Restrictions Description
userId string false none Alvaria-generated unique identifier for a user instance
ehubSessionId integer false none To be deprecated. Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection.
ehubSessionIdRev string false none Internal session identifier. This identifies the session with the Alvaria™ Cloud internal system, which is unique per connection. This is the string equivalent of the existing ehubSessionID which is an integer and will be deprecated.
payload object false none Structure containing information related to the event
» interactionId integer false none To be deprecated. Alvaria-generated unique ID for an interaction instance
» interactionIdRev string false none Alvaria-generated unique ID for an interaction instance. This is the string equivalent of the existing interactionId which is an integer and will be deprecated.
» entityType integer false none identifies the type of user, possible types are Agent, 1, Monitor, 2, Customer, 3, System, 4
» entityName string false none the user’s First & Last name in a human readable form
» text string false none the text sent by the sender as a distinct message

EventFastpathDispostion

{
  "sessionId": "4c471477-feec-4357-b84e-065a4fabe649",
  "fastPathListName": "01_Fastpath_MK",
  "recordNumber": 10,
  "phoneNumber": 11919900333655,
  "dispositionCode": "DAP",
  "dispositionTime": "2018-02-19 16:52:02"
}

This event contains disposition details for the record.

Properties

Name Type Required Restrictions Description
sessionId string false none Alvaria generated alpha numeric id to uniquely identify one instance of session.
fastPathListName string false none Name of the fastpath List which was used to dial fast path record.
recordNumber integer false none Alvaria generated numeric id to uniquely identify fastpath record supplied.
phoneNumber string false none phone number used for dialing
dispositionCode string false none disposition code returned from dialer to outreach for fastpath record.
dispositionTime string false none disposition time returned from dialer to outreach for fastpath record.

EventFastpathStatus

{
  "requestId": "f39a122c-873f-47f7-8724-c9efdb9d8915",
  "sessionId": "4c471477-feec-4357-b84e-065a4fabe649",
  "fastPathListName": "01_Fastpath_MK",
  "message": "FastPath record inserted to fastpathrecinfo table",
  "recordNumber": 10
}

This event contains status details like record inserted for dialing or failed to dial because of any validation errors.

Properties

Name Type Required Restrictions Description
requestId string false none Alvaria generated unique identifier to identify fastpath request given by customer
sessionId string false none Alvaria generated alpha numeric id to uniquely identify one instance of session.
fastPathListName string false none Name of the fastpath List which was used to dial fast path record.
message string false none status message from outreach to customer about fastpath record supplied.
recordNumber integer false none Alvaria generated numeric id to uniquely identify fastpath record supplied.

EventScriptStatus

{
  " automationScriptId ": "915",
  "scriptName ": "BaseScript1",
  "runningState": false,
  "status": 2
}

Properties

Name Type Required Restrictions Description
automationScriptId integer false none Alvaria-generated unique identifier for automationScript instance
scriptName string false none Name of the automation script.
runningState boolean false none Show script running state. This can be false - script is not running, true - script is running
status integer false none The current state of the automation script. This can be ‘0’ - Ok,‘1’ - Warning,‘2’ – Error
Shell Node.js HTTP