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Callback Interaction

Purpose

Provides context information relevant to a given multimedia callback interaction. A customer can ask for a callback if he or she is not available for the moment. In that case, based on the application's inputs, the system schedules the callback interaction at a time which meets the user's expectations.

Resource

Field Type Mandatory Description
Callback-related information
callback_status integer no Status for the callback.
  • 0-UNKNOWN
  • 1-RECEIVED
  • 2-TIMER
  • 3-QUEUED
  • 4-DISTRIBUTED
  • 5-SUBMITTED_TO_AGT
  • 6-REJECTED_BY_AGT
  • 7-CANCELED_BY_AGT
  • 8-PROCESSED_BY_AGT
  • 9-FINAL
  • 10-NOT_QUEUED
  • 11-ERROR
  • 12-REPLACED
  • 13-AGT_TRANSFER
  • 14-ENDTIME_EXPIRED
desired_response_type string yes Possible types:
  • Voice
  • VoIP
  • Email
start_time date/time yes Time for starting the callback.
end_time date/time no Limit time for executing the callback.
customer_number string yes Contact information for the customer. Depends on the media type (i.e. phone number, IP address for VoIP, or email address).
attempts integer yes The number of callback attempts that have been made.
dn string no The DN to which the CallBack server sent the request.
location string no Name of the switch to which the DN belongs.
callback_server_id string no Identifies the CallBack server that handled the request.
call_result integer no One of the following results:
  • 0 - OK
  • 1 - TRANSFERRED
  • 2 - CONFERENCED
  • 3 - GENERAL_ERROR
  • 4 - SYSTEM_ERROR
  • 5 - REMOTE_RELEASE
  • 6 - BUSY
  • 7 - NO_ANSWER
  • 8 - SIT_DETECTED
  • 9 - ANSWERING_MACHINE
  • 10- ALL_TRUNKS_BUSY
  • 11- SIT_INVALID_NUM
  • 12- SIT_VACANT
  • 13- SIT_OPER_INTERCEPT
  • 14- SIT_UNKNOWN
  • 15- SIT_NO_CIRCUIT
  • 16- SIT_REORDER
  • 17- SIT_FAX_DETECTED
  • 18- QUEUE_FULL
  • 19- CLEARED
  • 20- OVERFLOWED
  • 21- ABANDONED
  • 22- REDIRECTED
  • 23- FORWARDED
  • 24- CONSULT
  • 25- PICKEDUP
  • 26- DROPPED
  • 27- DROPPED_NO_ANSWER
  • 28- UNKNOWN
  • 29- COVERED
  • 30- CONVERSE_ON
  • 31- BRIDGED
  • 32- SILENCE
  • 33- ANSWER
  • 34- NU_TONE
  • 35- NO_DIAL_TONE
  • 36- NO_PROGRESS
  • 37- NO_RING_BACK
  • 38- NO_ESTABLISHED
  • 39- PAGER_DETECTED
  • 40- WRONG_PARTY
  • 41- DIAL_ERROR
  • 42- CALL_DROPPED_ERROR
  • 43- SWITCH_ERROR
  • 44- NO_FREE_PORT_ERROR
  • 45- TRANSFER_ERROR
  • 46- STALE
  • 47- AGT_CALLBACK_ERROR
  • 48- GRP_CALLBACK_ERROR
  • 49- DEAFENED
  • 50- HELD
  • 51- DO_NOT_CALL
  • 52- CANCEL_RECORD
  • 53- WRONG_NUMBER
callback_type integer no Possible types:
  • 0-UNKNOWN
  • 1-ASAP
  • 2-SCHEDULED
Common interaction fields
customer_id string yes The ID of the customer.
interaction_id string yes The Genesys GUID (or Call ID) for the interaction.
status integer yes Possible statuses:
  • 0-NEW
  • 1-PENDING
  • 2-IN_PROCESS
  • 3-STOPPED
entity_type integer yes Possible types:
  • 0-EMAIL_IN
  • 1-EMAIL_OUT
  • 2-CHAT
  • 3-PHONE_CALL
  • 5-CALLBACK
  • 6-COBROWSE
  • 7-INTERACTION (open media)
type string yes The type of the interaction (e.g. inbound, outbound, etc.)
sub_type string no The application-specific subtype which further classifies the attribute "type".
media_type string yes The media type of the interaction:
  • voice
  • email
  • chat
  • callback
  • and so on.
parent_id string no The ID of the parent interaction, if applicable.
thread_id string no The ID of the thread to which this interaction should be appended, or the ID of the interaction at the root of the thread.
external_id string no The reference identifier for an external system.
owner_id integer no The DB ID of the Person who owns the interaction. (The Person is an object defined in the Genesys Configuration Server.)
creator_app_id integer yes The DB ID of the application that created the interaction.
start_date date/time yes The UTC time of the interaction's creation, using the ISO 8601 representation<ref name="iso8601">http://en.wikipedia.org/wiki/ISO_8601</ref>: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z
end_date date/time no The UTC time of the interaction's end, using the ISO 8601 representation<ref name="iso8601" />: [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z
timeshift integer no The number of minutes to add to or to substract from the specified UTC<ref name="iso8601" /> time in order to get the local time of the interaction's creation.
category_id string no The category assigned to this interaction by the Classification Server or the desktop's manual override.
allow_children Boolean no True if child interactions can be added.
Information.png Default value is true.
subject string no An arbitrary textual subject for the interaction.
stopped_reason string no The application-specified reason for which the interaction ended.
text text no Plain text for the interaction.
structured_text url no The URL of the interaction's structured text.
structured_text_mime string yes if structured_text The mime type<ref name="mime">http://www.iana.org/assignments/media-types</ref> for the structured text, if specified (e.g. text/html). Mandatory if the parameter "structured_text" is specified.
binary_content url no The URL of the the interaction's binary content..
binary_content_mime string yes if binary_content The mime type<ref name="mime">http://www.iana.org/assignments/media-types</ref> for the binary content, if specified (e.g. text/html).
binary_content_size integer yes if binary_content The size of the binary content in bytes. Mandatory if the parameter "binary_content" is specified.
udata hash no A hash of key value pairs for the user data attached to the interaction.

References

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This page was last edited on November 23, 2017, at 16:00.
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