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(Created page with "=Consult= __NOTOC__ This operation is part of the Facebook Private Messaging API section of the Genesys Web Services REST API. <h2> Overview </h2> ...")
 
(Replaced string /facebooksession/ with /facebooksessions/)
 
(6 intermediate revisions by 2 users not shown)
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=Consult=
 
=Consult=
 
__NOTOC__
 
__NOTOC__
−
This operation is part of the [[FacebookPM|Facebook Private Messaging API]] section of the [[Welcome|Genesys Web Services REST API]].
+
This operation is part of the [[FacebookPM|Facebook Private Messaging API]] section of the [[Welcome|Web Services API]].
  
 
<h2> Overview </h2>
 
<h2> Overview </h2>
−
With this request an agent can consult with another agent. Consult happens in the same facebook chat context, but Customer will not be aware of the presence of consulting agent. Messages and notification from consulting agent will ONLY be visible to other agents, but not to customer. After consultation has started the originator can either [[GWS FacebookSession Transfer|Transfer]] to consultant agent.  Consulting agent can [[GWS FacebookSession Leave|Leave]] chat.
+
This request enables an agent to consult with another agent. A consultation happens in the same Facebook chat context, but the customer is not aware of the consulting agent. Messages and notifications from the consulting agent are be visible to other agents, not to the customer. After the consultation has started, the originator can [[FacebookPMTransfer|Transfer]] to the consulting agent or the consulting agent can [[FacebookPMLeave|Leave]] the chat.
  
−
For 'Consult through queue' feature 'InternalConferenceInvite' value should be added to 'InteractionSubtype' business attribute.
+
To enable the consult through queue feature, add the <tt>InternalConferenceInvite</tt> value to the <tt>InteractionSubtype</tt> business attribute.
  
 
{| class="wikitable"
 
{| class="wikitable"
 
|-
 
|-
 
! scope="row"| Request URL
 
! scope="row"| Request URL
−
| /api/v2/me/facebooksession/''{id}''
+
| /api/v2/me/facebooksessions/''{id}''
 
|-
 
|-
 
! scope="row"| HTTP Method
 
! scope="row"| HTTP Method
Line 30: Line 30:
 
|-
 
|-
 
|targetUri
 
|targetUri
−
|user uri to consult with or queue uri to consult through. <br /> Mandatory, if targetPath is not specified.
+
|The user URI to consult with or the queue URI to consult through. <br /> Mandatory, if ''''targetPath''' is not specified.
 
|-
 
|-
 
|targetPath
 
|targetPath
−
|user path to consult with or queue path to consult through. <br /> Mandatory, if targetUri is not specified.
+
|The user path to consult with or the queue path to consult through. <br /> Mandatory, if '''targetUri''' is not specified.
  
 
|}
 
|}
Line 42: Line 42:
  
 
<source lang="text">
 
<source lang="text">
−
POST api/v2/facebooksession/0000Na9B26EF006E
+
POST api/v2/facebooksessions/0000Na9B26EF006E
 
{
 
{
 
   "operationName": "Consult",
 
   "operationName": "Consult",
Line 48: Line 48:
 
}
 
}
 
</source>
 
</source>
−
 
−
 
  
 
<h3>Response</h3>
 
<h3>Response</h3>
Line 62: Line 60:
 
<h3>Notification</h3>
 
<h3>Notification</h3>
 
<h4>Successful</h4>
 
<h4>Successful</h4>
−
<h5>First Notification</h5>
+
'''First Notification'''
−
 
+
<source lang="text">
−
<h5>Second Notification</h5>
+
{
 +
  "notificationType": "ParticipantsUpdated",
 +
  "messageType": "FacebooksessionStateChangeMessage",
 +
  "facebooksession": {
 +
      "userData": {
 +
          "FirstName": "Vitaliy",
 +
          "desktop_actionable": "1",
 +
          "_facebookSex": "",
 +
          "_facebookLocale": "",
 +
          "LastName": "Onv",
 +
          "RTargetObjectSelected": "SocialMediaAgentGroup",
 +
          "_facebookItxType": "10",
 +
          "_facebookHomeTownLocation": "",
 +
          "RVQID": "",
 +
          "ChatServerAppName": "es_chat",
 +
          "_facebookDriverVersion": "8.5.101.04",
 +
          "ChatServerHost": "htcc-ubuntu.emea.int.genesyslab.com",
 +
          "_facebookBirthdayDate": "",
 +
          "_facebookSourceNickName": "CloudAppCommunity",
 +
          "LastCalledAgent_EmployeeID": "a1",
 +
          "LCA_EmplID_facebook": "a1",
 +
          "desktop_expand": "1",
 +
          "RTargetObjSelDBID": "117",
 +
          "Classify_Actionability_CtgName": "",
 +
          "_facebookTimezone": "",
 +
          "Screen_Sentiment_CtgRelevancy": "",
 +
          "desktop_sentiment": "Neutral",
 +
          "ChatServerPort": "7160",
 +
          "_facebookCurrentLocation": "",
 +
          "Screen_Actionability_CtgName": "",
 +
          "CBR-Interaction_cost": "",
 +
          "CBR-contract_DBIDs": "",
 +
          "ContactId": "0002CaAPEA440026",
 +
          "RTargetAgentSelected": "a1",
 +
          "_facebookSourceXML": "...",
 +
          "_facebookCreatedTime": "1445346831805",
 +
          "CBR-IT-path_DBIDs": "",
 +
          "Classify_Actionability_CtgRelevancy": "",
 +
          "RTargetAgentGroup": "SocialMediaAgentGroup",
 +
          "Classify_Sentiment_CtgId": "",
 +
          "RTargetRuleSelected": "",
 +
          "ChatServerDBID": "115",
 +
          "Screen_Sentiment_CtgName": "",
 +
          "PegAGSocialMediaAgentGroup": 1,
 +
          "Classify_Sentiment_CtgRelevancy": "",
 +
          "RTargetPlaceSelected": "a1",
 +
          "_facebookPMInboxUrl": "...",
 +
          "RTenant": "Environment",
 +
          "_facebookActorObjectType": "com.genesyslab.mcr.facebook.fql.User",
 +
          "RRequestedSkills": None,
 +
          "Classify_Sentiment_CtgName": "",
 +
          "IxnAlreadyCreatedInUCS": "1",
 +
          "_facebookActorId": "1457374047909438",
 +
          "_facebookPMMessageId": "m_mid.1445346831794: 4a4b9368f10c1b3991",
 +
          "Screen_Actionability_ScreenRuleName": "",
 +
          "LCA_TimeStamp_facebook": "2015-08-11T12: 11: 34Z",
 +
          "RRequestedSkillCombination": "",
 +
          "LCA_TimeStamp_facebooksession": "2015-09-09T10: 18: 53Z",
 +
          "MiddleName": "",
 +
          "RVQDBID": "",
 +
          "RStrategyDBID": "1225",
 +
          "_facebookPMThreadId": "t_mid.1438339424642: bcde632512de3b8377",
 +
          "CustomerSegment": "default",
 +
          "Classify_Actionability_CtgId": "",
 +
          "ServiceType": "default",
 +
          "_facebookInQueueAtTarget": "0",
 +
          "_facebookPMThreadNMessages": "125",
 +
          "LastCalledAgent_TimeStamp": "2015-09-09T10: 18: 53Z",
 +
          "Screen_Sentiment_ScreenRuleName": "",
 +
          "FromAddress": "VitaliyOnv",
 +
          "ServiceObjective": 0,
 +
          "Screen_Actionability_CtgRelevancy": "",
 +
          "LCA_EmplID_facebooksession": "a1",
 +
          "_facebookLanguages": "",
 +
          "_facebookMessageText": "NewTestaconsultoperation!!!",
 +
          "_facebookSourceObjectType": "com.genesyslab.mcr.facebook.fql.Page",
 +
          "_facebookSourceId": "830180563704433",
 +
          "RTargetRequested": "SocialMediaAgentGroup",
 +
          "EmailAddress": "",
 +
          "CBR-actual_volume": "",
 +
          "_facebookActorName": "VitaliyOnv",
 +
          "_facebookActorXML": "...",
 +
          "RStrategyName": "FacebookAgentDeliveryStrategy",
 +
          "RTargetTypeSelected": "2",
 +
          "_facebookPMActionId": "1445346831836000000",
 +
          "Subject": "NewTestaconsultoperation!!!"
 +
      },
 +
      "receivedDate": "2015-10-2016: 13: 56.000+0300",
 +
      "facebooksessionType": "Inbound",
 +
      "suggestedQueueUris": [
 +
          "http: //192.168.83.25: 8090/api/v2/queues/41cc5016-2d18-4a91-93ec-b43748948608"
 +
      ],
 +
      "capabilities": [
 +
          "Transfer",
 +
          "Leave",
 +
          "Invite",
 +
          "Consult",
 +
          "SetInFocus",
 +
          "SetDisposition",
 +
          "AttachUserData",
 +
          "DeleteUserData",
 +
          "UpdateUserData",
 +
          "SendToAgents",
 +
          "SendStartTypingToAgentsNotification",
 +
          "SendStopTypingToAgentsNotification",
 +
          "Complete",
 +
          "SendMessage",
 +
          "SendUrl",
 +
          "SendStartTypingNotification",
 +
          "SendStopTypingNotification",
 +
          "RemoveParticipantFromConference"
 +
      ],
 +
      "uri": "http: //192.168.83.25: 8090/api/v2/facebooksessions/0002EaAY01MT007C",
 +
      "state": "Chatting",
 +
      "revelantResponseTemplateGroups": [
 +
         
 +
      ],
 +
      "participants": [
 +
          {
 +
              "nickname": "VitaliyOnv",
 +
              "type": "Customer",
 +
              "id": "007356263E140144",
 +
              "visibility": "All",
 +
              "participantId": "007356263E140144"
 +
          },
 +
          {
 +
              "participantId": "007356263E410147",
 +
              "type": "Agent",
 +
              "uri": "http: //192.168.83.25: 8090/api/v2/users/e2c90c960d3d40c79684818983ceb314",
 +
              "visibility": "Agents",
 +
              "path": "/users/e2c90c960d3d40c79684818983ceb314",
 +
              "nickname": "Agent2",
 +
              "id": "007356263E410147"
 +
          },
 +
          {
 +
              "participantId": "007356263E230146",
 +
              "type": "Agent",
 +
              "uri": "http: //192.168.83.25: 8090/api/v2/users/5e101708f14442c7ab79814bb4f799b2",
 +
              "visibility": "All",
 +
              "path": "/users/5e101708f14442c7ab79814bb4f799b2",
 +
              "nickname": "TestName",
 +
              "id": "007356263E230146"
 +
          }
 +
      ],
 +
      "id": "0002EaAY01MT007C"
 +
  }
 +
}
 +
</source>
  
 +
<br/>'''Second Notification'''
 +
<source lang="text">
 +
{
 +
  'facebooksessionUri': 'http: //192.168.83.25: 8090/api/v2/facebooksessions/0002EaAY01MT007C',
 +
  'messages': [
 +
      {
 +
          'index': 4,
 +
          'from': {
 +
              'participantId': '007356263E410147',
 +
              'type': 'Agent',
 +
              'uri': 'http: //192.168.83.25: 8090/api/v2/users/e2c90c960d3d40c79684818983ceb314',
 +
              'visibility': 'Agents',
 +
              'path': '/users/e2c90c960d3d40c79684818983ceb314',
 +
              'nickname': 'Agent2',
 +
              'id': '007356263E410147'
 +
          },
 +
          'timestamp': '2015-10-2016: 14: 41.000+0300',
 +
          'visibility': 'Agents',
 +
          'type': 'ParticipantJoined',
 +
          'timestampSeconds': 1445346881000L
 +
      }
 +
  ],
 +
  'facebooksessionPath': '/facebooksessions/0002EaAY01MT007C',
 +
  'messageType': 'MessageLogUpdated',
 +
  'notificationType': 'NewMessages'
 +
}
 +
</source>
  
 
[[Category:V:HTCC:8.5.2DRAFT]]
 
[[Category:V:HTCC:8.5.2DRAFT]]

Latest revision as of 06:00, January 17, 2019

Consult

This operation is part of the Facebook Private Messaging API section of the Web Services API.

Overview

This request enables an agent to consult with another agent. A consultation happens in the same Facebook chat context, but the customer is not aware of the consulting agent. Messages and notifications from the consulting agent are be visible to other agents, not to the customer. After the consultation has started, the originator can Transfer to the consulting agent or the consulting agent can Leave the chat.

To enable the consult through queue feature, add the InternalConferenceInvite value to the InteractionSubtype business attribute.

Request URL /api/v2/me/facebooksessions/{id}
HTTP Method POST
Required Features api-multimedia

Parameters

Parameter Value
operationName Consult
targetUri The user URI to consult with or the queue URI to consult through.
Mandatory, if 'targetPath is not specified.
targetPath The user path to consult with or the queue path to consult through.
Mandatory, if targetUri is not specified.

Sample

Request

POST api/v2/facebooksessions/0000Na9B26EF006E
{
  "operationName": "Consult",
  "targetUri": "http://localhost:8080/api/v2/contacts/429a55994ef64991a77acb77c1cf9041"
}

Response

{
  "statusCode": 0,
  "referenceId": 35
}

Notification

Successful

First Notification 

{
   "notificationType": "ParticipantsUpdated",
   "messageType": "FacebooksessionStateChangeMessage",
   "facebooksession": {
       "userData": {
           "FirstName": "Vitaliy",
           "desktop_actionable": "1",
           "_facebookSex": "",
           "_facebookLocale": "",
           "LastName": "Onv",
           "RTargetObjectSelected": "SocialMediaAgentGroup",
           "_facebookItxType": "10",
           "_facebookHomeTownLocation": "",
           "RVQID": "",
           "ChatServerAppName": "es_chat",
           "_facebookDriverVersion": "8.5.101.04",
           "ChatServerHost": "htcc-ubuntu.emea.int.genesyslab.com",
           "_facebookBirthdayDate": "",
           "_facebookSourceNickName": "CloudAppCommunity",
           "LastCalledAgent_EmployeeID": "a1",
           "LCA_EmplID_facebook": "a1",
           "desktop_expand": "1",
           "RTargetObjSelDBID": "117",
           "Classify_Actionability_CtgName": "",
           "_facebookTimezone": "",
           "Screen_Sentiment_CtgRelevancy": "",
           "desktop_sentiment": "Neutral",
           "ChatServerPort": "7160",
           "_facebookCurrentLocation": "",
           "Screen_Actionability_CtgName": "",
           "CBR-Interaction_cost": "",
           "CBR-contract_DBIDs": "",
           "ContactId": "0002CaAPEA440026",
           "RTargetAgentSelected": "a1",
           "_facebookSourceXML": "...",
           "_facebookCreatedTime": "1445346831805",
           "CBR-IT-path_DBIDs": "",
           "Classify_Actionability_CtgRelevancy": "",
           "RTargetAgentGroup": "SocialMediaAgentGroup",
           "Classify_Sentiment_CtgId": "",
           "RTargetRuleSelected": "",
           "ChatServerDBID": "115",
           "Screen_Sentiment_CtgName": "",
           "PegAGSocialMediaAgentGroup": 1,
           "Classify_Sentiment_CtgRelevancy": "",
           "RTargetPlaceSelected": "a1",
           "_facebookPMInboxUrl": "...",
           "RTenant": "Environment",
           "_facebookActorObjectType": "com.genesyslab.mcr.facebook.fql.User",
           "RRequestedSkills": None,
           "Classify_Sentiment_CtgName": "",
           "IxnAlreadyCreatedInUCS": "1",
           "_facebookActorId": "1457374047909438",
           "_facebookPMMessageId": "m_mid.1445346831794: 4a4b9368f10c1b3991",
           "Screen_Actionability_ScreenRuleName": "",
           "LCA_TimeStamp_facebook": "2015-08-11T12: 11: 34Z",
           "RRequestedSkillCombination": "",
           "LCA_TimeStamp_facebooksession": "2015-09-09T10: 18: 53Z",
           "MiddleName": "",
           "RVQDBID": "",
           "RStrategyDBID": "1225",
           "_facebookPMThreadId": "t_mid.1438339424642: bcde632512de3b8377",
           "CustomerSegment": "default",
           "Classify_Actionability_CtgId": "",
           "ServiceType": "default",
           "_facebookInQueueAtTarget": "0",
           "_facebookPMThreadNMessages": "125",
           "LastCalledAgent_TimeStamp": "2015-09-09T10: 18: 53Z",
           "Screen_Sentiment_ScreenRuleName": "",
           "FromAddress": "VitaliyOnv",
           "ServiceObjective": 0,
           "Screen_Actionability_CtgRelevancy": "",
           "LCA_EmplID_facebooksession": "a1",
           "_facebookLanguages": "",
           "_facebookMessageText": "NewTestaconsultoperation!!!",
           "_facebookSourceObjectType": "com.genesyslab.mcr.facebook.fql.Page",
           "_facebookSourceId": "830180563704433",
           "RTargetRequested": "SocialMediaAgentGroup",
           "EmailAddress": "",
           "CBR-actual_volume": "",
           "_facebookActorName": "VitaliyOnv",
           "_facebookActorXML": "...",
           "RStrategyName": "FacebookAgentDeliveryStrategy",
           "RTargetTypeSelected": "2",
           "_facebookPMActionId": "1445346831836000000",
           "Subject": "NewTestaconsultoperation!!!"
       },
       "receivedDate": "2015-10-2016: 13: 56.000+0300",
       "facebooksessionType": "Inbound",
       "suggestedQueueUris": [
           "http: //192.168.83.25: 8090/api/v2/queues/41cc5016-2d18-4a91-93ec-b43748948608"
       ],
       "capabilities": [
           "Transfer",
           "Leave",
           "Invite",
           "Consult",
           "SetInFocus",
           "SetDisposition",
           "AttachUserData",
           "DeleteUserData",
           "UpdateUserData",
           "SendToAgents",
           "SendStartTypingToAgentsNotification",
           "SendStopTypingToAgentsNotification",
           "Complete",
           "SendMessage",
           "SendUrl",
           "SendStartTypingNotification",
           "SendStopTypingNotification",
           "RemoveParticipantFromConference"
       ],
       "uri": "http: //192.168.83.25: 8090/api/v2/facebooksessions/0002EaAY01MT007C",
       "state": "Chatting",
       "revelantResponseTemplateGroups": [
           
       ],
       "participants": [
           {
               "nickname": "VitaliyOnv",
               "type": "Customer",
               "id": "007356263E140144",
               "visibility": "All",
               "participantId": "007356263E140144"
           },
           {
               "participantId": "007356263E410147",
               "type": "Agent",
               "uri": "http: //192.168.83.25: 8090/api/v2/users/e2c90c960d3d40c79684818983ceb314",
               "visibility": "Agents",
               "path": "/users/e2c90c960d3d40c79684818983ceb314",
               "nickname": "Agent2",
               "id": "007356263E410147"
           },
           {
               "participantId": "007356263E230146",
               "type": "Agent",
               "uri": "http: //192.168.83.25: 8090/api/v2/users/5e101708f14442c7ab79814bb4f799b2",
               "visibility": "All",
               "path": "/users/5e101708f14442c7ab79814bb4f799b2",
               "nickname": "TestName",
               "id": "007356263E230146"
           }
       ],
       "id": "0002EaAY01MT007C"
   }
}


Second Notification 

{
   'facebooksessionUri': 'http: //192.168.83.25: 8090/api/v2/facebooksessions/0002EaAY01MT007C',
   'messages': [
       {
           'index': 4,
           'from': {
               'participantId': '007356263E410147',
               'type': 'Agent',
               'uri': 'http: //192.168.83.25: 8090/api/v2/users/e2c90c960d3d40c79684818983ceb314',
               'visibility': 'Agents',
               'path': '/users/e2c90c960d3d40c79684818983ceb314',
               'nickname': 'Agent2',
               'id': '007356263E410147'
           },
           'timestamp': '2015-10-2016: 14: 41.000+0300',
           'visibility': 'Agents',
           'type': 'ParticipantJoined',
           'timestampSeconds': 1445346881000L
       }
   ],
   'facebooksessionPath': '/facebooksessions/0002EaAY01MT007C',
   'messageType': 'MessageLogUpdated',
   'notificationType': 'NewMessages'
}
This page was last edited on January 17, 2019, at 06:00.
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