public interface InteractionI
The InteractionI object represents a user's interaction with a contact in the Contact Center from the perspective of a
UserI and ResourceI that is associated with the current session.
A contact in the Contact Center represents a logical call of a specified ContactType between one or more parties. The
InteractionI object represents a view of this contact from this users perspective.
Invoking the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method requests the server to begin sending notifications to the application for
InteractionI objects within the SessionI.
The methods available on InteractionI allow the application to retrieve all pertinent information related to this
interaction as well as controlling the interaction by invoking operations (such as answer an incoming interaction or placing an
interaction on hold). Many methods that allow the application to interact with the InteractionI object have
corresponding capability methods to identify whether the operation can be invoked at this time (for example, the
canAnswer() capability method identifies whether answer() can be invoked).
| Modifier and Type | Method and Description |
|---|---|
void |
addAgentNote(java.lang.String note)
Requests that an agent note be added to the contact associated with this
InteractionI within the campaign. |
void |
addToDNC()
Requests that the
ContactNumberI associated with this InteractionI object be added to the Do Not Call (DNC)
list on the POM server. |
void |
answer()
Requests that an incoming ringing interaction be answered.
|
boolean |
canAddAgentNote() |
boolean |
canAddToDnc() |
boolean |
canAnswer() |
boolean |
canChangeConferenceOwner() |
boolean |
canCompleteConference() |
boolean |
canCompleteTransfer() |
boolean |
canCreateCallback() |
boolean |
canEmergency() |
boolean |
canEnd() |
boolean |
canEndConference() |
boolean |
canEndConsult() |
boolean |
canExtendWrapup() |
boolean |
canGetActivityCodes() |
boolean |
canGetAutoPhrases() |
boolean |
canGetCallbackDestinations() |
boolean |
canGetConsultDestinations() |
boolean |
canGetCustomerHistory() |
boolean |
canGetCustomFields() |
boolean |
canGetDispositionCodes() |
boolean |
canGetPagePushUrls() |
boolean |
canGetSkillsets() |
boolean |
canHold() |
boolean |
canInitiateConference() |
boolean |
canInitiateConferenceToDestination() |
boolean |
canInitiateTransfer() |
boolean |
canInitiateTransferToDestination() |
boolean |
canJoinConference() |
boolean |
canObserveDn() |
boolean |
canOpenMedia() |
boolean |
canPlayDTMF() |
boolean |
canPreviewCancel() |
boolean |
canPreviewDial() |
boolean |
canPreviewDialFreeForm() |
boolean |
canRedial() |
boolean |
canRefreshAgentNotes() |
boolean |
canSetActivityCode() |
boolean |
canSetUUI() |
boolean |
canTransferToDestination() |
boolean |
canUnhold() |
boolean |
canUpdateCustomerAddress() |
boolean |
canUpdateCustomerEmail() |
boolean |
canUpdateCustomerName() |
boolean |
canUpdateCustomerPhone() |
boolean |
canWrapup() |
boolean |
canWrapupWithCode() |
void |
changeConferenceOwner()
Requests that the owner of the conference be changed.
|
void |
coach() |
void |
completeConference()
Requests completion of a conference that was initiated by
initiateConference(java.lang.String). |
void |
completeTransfer()
Requests completion of a supervised transfer initiated by
initiateTransfer(java.lang.String). |
void |
consult(java.lang.String destination)
Initiate a consult between two agents.
|
void |
createCallback(DestinationI callbackDestination,
ContactNumberI contactNumber,
java.lang.String callbackTime,
java.lang.String callbackExpiryTime,
java.lang.String callbackNote)
Requests that the customer on this
InteractionI be called back on a known ContactNumberI (administered on
the POM server) by a callback DestinationI at a specified time. |
void |
createCallback(DestinationI callbackDestination,
java.lang.String externalNumber,
java.lang.String callbackTime,
java.lang.String callbackExpiryTime,
java.lang.String callbackNote)
Requests that the customer on this
InteractionI be called back on an unknown number (not administered on the POM
server) by a callback DestinationI at a specified time. |
void |
emergency()
Requests invocation of the emergency feature on this interaction.
|
void |
end()
Requests that an interaction be ended by dropping the associated user from the contact.
|
void |
end(java.lang.String closeReasonCode,
java.lang.String closingAgentNote,
boolean sendTranscript) |
void |
endConference()
Requests that a three participant conference represented by this
InteractionI be ended. |
void |
endConsult()
End a consult between two agents
|
void |
extendWrapup()
Requests that the time allowed to wrapup the
InteractionI object be extended. |
ContactCenterCodeI |
getActivityCode()
The activity code, if any, currently set on this interaction.
|
void |
getActivityCodes()
Requests retrieval of the administered activity codes in the Contact Center for this
InteractionI object. |
java.lang.String |
getAddress()
The address URI associated with the
ResourceI object that is handling this InteractionI object. |
java.lang.String |
getAddressName()
The name of the address returned by
getAddress(). |
java.util.List<java.lang.String> |
getAgentNotes()
The agent notes stored on the
InteractionI object. |
java.lang.String |
getAgentScriptUrl() |
void |
getCallbackDestinations(DestinationType callbackDestType)
Requests the
DestinationI objects of a specified DestinationType that are available for the user to setup
as the destination for a callback. |
java.util.List<DestinationType> |
getCallbackDestinationTypes()
A list of
DestinationType objects that define the possible argument values for the
getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType) method. |
java.lang.String |
getCalledAddress()
The original destination address associated with this {code InteractionI}.
|
java.lang.String |
getCalledAddressName()
The name of the address returned by
getCalledAddress(). |
java.lang.String |
getCallingAddress()
The address that was the original source of this
InteractionI. |
java.lang.String |
getCallingAddressName()
The name of the address returned by
getCallingAddress(). |
java.lang.String |
getCampaignName()
The name of the POM campaign that caused this this
InteractionI object to be created. |
com.avaya.ccs.core.CloseReasonCode |
getClosedReasonCode()
A ClosedReasonCode may optionally be set as a field on an Interaction.
|
void |
getConsultDestinations(DestinationType consultDestType)
Requests the
DestinationI objects of a specified DestinationType that are available for the user to consult
with. |
void |
getConsultDestinationTypes()
A list of
DestinationType objects that define the possible argument values for the
getConsultDestinations(com.avaya.ccs.api.enums.DestinationType) method. |
java.lang.String |
getContactId()
The ID of the contact that this
InteractionI object represents. |
java.util.List<ContactNumberI> |
getContactNumbers()
A list of
ContactNumberI objects each representing an administered contact number for this customer. |
ContactType |
getContactType() |
CustomerDetailsI |
getCustomerDetails()
The
CustomerDetailsI of the customer being dialled. |
void |
getCustomFields()
Requests retrieval of the custom fields for this
InteractionI object. |
DataI |
getData()
Retrieves the attached data that is associated with the contact.
|
java.lang.String |
getId()
A unique identifier for the
InteractionI object. |
IntrinsicI |
getIntrinsic(java.lang.String name)
Performs a lookup on the list returned from
getIntrinsics() for an IntrinsicI object that
matches the name supplied. |
java.util.List<IntrinsicI> |
getIntrinsics()
A list of
IntrinsicI objects that provide additional information about the contact that this InteractionI
object is associated with. |
java.lang.String |
getMainContactId()
If the Contact that this
InteractionI is associated with was created as the result of a consult operation (transfer
or conference initiate), this method provides the ID of the main contact that is associated with this consult contact. |
com.avaya.ccs.core.Media |
getMedia()
A getter for the MediaI member of this InteractionI object.
|
java.lang.String |
getOriginalDestination()
The original destination address used by the caller to reach the system, sometimes referred to as the DNIS (Dialed Number
Identification Service).
|
StateReason |
getParticipationReason()
Participation reason can be used to determine how a
UserI is participating in a contact. |
int |
getPreviewTimer()
Preview timer is the maximum time administered on the POM server that an interaction should remain in
InteractionState.Preview before dialing. |
java.util.List<RemoteParticipantI> |
getRemoteParticipants() |
java.lang.String |
getResourceId()
Identifies the
ResourceI object that this InteractionI object is associated with by its identifier. |
java.util.List<com.avaya.ccs.core.ScreenPop> |
getScreenPops()
Get the list of
ScreenPopIs associated with this Interaction. |
SessionI |
getSession() |
java.lang.String |
getSkillset()
For an
InteractionI object representing a Contact Center contact this will return the latest skillset that the
contact has been routed to. |
void |
getSkillsets()
Request the list of available email skillsets configured in AACC/ACCS that can be used as an originating
address for an ad-hoc email.
|
InteractionState |
getState()
The current
InteractionState of this InteractionI object. |
StateReason |
getStateReason()
The
StateReason that represents the cause of the latest state transition. |
java.lang.String |
getUserId()
Identifies the
UserI object that this InteractionI object is associated with by its identifier. |
java.lang.String |
getUUI()
Retrieves the user-user info (UUI) stored on the contact associated with this
InteractionI. |
java.lang.String |
getWebChatAgentLabel()
The Webchat label of the
UserI who received is processing this contact. |
boolean |
getWebChatCustomerConnected()
A customer in a web chat may temporarily lose their connection, for example if their internet connection drops
In this case, an Interaction Update will be sent to the client with WebChatCustomerConnected set to
false
If this contact isn't a {WebChatMediaI} contact, then this will be null |
int |
getWrapupTimer()
Wrapup time is the maximum time administered on the POM server that an interaction should remain in
InteractionState.Wrapup. |
void |
hold()
Requests that an active interaction be placed on hold.
|
void |
initiateConference(java.lang.String destination)
Requests initation of a conference to the specified destination.
|
void |
initiateConferenceToDestination(DestinationI destination)
Requests initation of a consult conference to the specified
DestinationI administered on the POM server. |
void |
initiateTransfer(java.lang.String destination)
Requests initation of a supervised transfer to the specified destination.
|
void |
initiateTransferToDestination(DestinationI destination)
Requests initiation of a consult transfer to the specified
DestinationI administered on the POM server. |
boolean |
isAutoAnswered()
This field shows that interaction was answered by the system
|
boolean |
isConference()
In a Conference, two agents are talking/messaging with a third party (the customer) who can hear/read what they are saying
|
boolean |
isConsult()
In a Consult, two agents are talking/messaging to each other while a third party (the customer) cannot hear/read what they are saying
|
boolean |
isConsultedAgent() |
boolean |
isMonitored() |
boolean |
isMultimedia() |
void |
joinConference(InteractionI otherInteraction)
Requests that two unrelated
InteractionI objects that share a common UserI be joined together bringing all
parties on the two interactions into a single conference. |
void |
openMedia()
Open the
MediaI channel for this Interaction. |
void |
playDTMF(java.lang.String digits)
Requests that dtmf tones be played into the media stream of the interaction.
|
void |
previewCancel()
Requests that the preview of a POM contact associated with this
InteractionI object be cancelled. |
void |
previewDial(ContactNumberI contactNumber)
Requests that a
ContactNumberI administered for the customer in the preview campaign be dialled. |
void |
previewDialFreeForm(java.lang.String destination)
Requests that a contact number not administered for the customer in the preview campaign be dialled.
|
void |
redial(ContactNumberI contact)
Requests that the
ContactNumberI of the preview campaign be redialled. |
void |
refreshAgentNotes()
Requests that the agent notes on the contact associated with this
InteractionI be refreshed. |
void |
removeData()
Requests that the attached data currently set on the contact that associated with this
InteractionI object be
removed. |
void |
removeIntrinsic(java.lang.String name)
Requests that an intrinsic specified by a name be removed from the contact.
|
void |
requestApprovalStatus() |
void |
requestAutoPhrases()
Send the request to CCS for
AutoPhrasesI. |
void |
requestCustomerHistory()
Send the request to the server for the list of previous Interactions for this customer.
|
void |
requestCustomerInteractionMedia(java.lang.String contactId)
Requests the media (e.g.
|
void |
requestDispositionCodes()
Requests retrieval of the administered disposition codes.
|
void |
requestPagePushUrls()
Send the request to CCS for
PagePushUrlListI. |
void |
requestReviewEmail(java.lang.String reviewType,
java.util.Map<com.avaya.ccs.core.CommandArgs.Argument,java.lang.String> queryParams,
java.lang.String data) |
void |
setActivityCode(java.lang.String code)
Requests that an activity code be set on the contact that this
InteractionI object represents. |
void |
setData(DataI data)
Requests that attached data be set on the contact that associated with this
InteractionI object. |
void |
setIntrinsic(java.lang.String name,
java.lang.String value)
Requests that the value of an existing intrinsic be modified or a new intrinsic be added to a contact.
|
void |
setMedia(com.avaya.ccs.core.Media interactionMedia)
A setter for the MediaI member of this InteractionI object.
|
void |
setUUI(java.lang.String uui)
Requests that new user-user-info (UUI) be set on the contact associated with this
InteractionI object. |
java.lang.String |
toJsonStringMaskSensitive() |
void |
transferToDestination(DestinationI destination)
Transfer to a destination.
|
void |
unhold()
Requests that a held interaction be taken off hold.
|
void |
updateClosedReasonCode(java.lang.String code)
Set or update the closed-reason code on the Interaction in CCS.
|
void |
updateCustomerAddress(PostalAddressListEntryI addressEntry)
Requests update of the postal address information that is associated with the customer on the
InteractionI. |
void |
updateCustomerEmail(EmailListEntryI emailEntry)
Requests update of the email information that is associated with the customer on the
InteractionI. |
void |
updateCustomerName(java.lang.String title,
java.lang.String firstName,
java.lang.String lastName)
Requests update of the name of the customer on the
InteractionI. |
void |
updateCustomerPhone(PhoneListEntryI phoneEntry)
Requests update of phone information that is associated with the customer on the
InteractionI. |
void |
wrapup()
Requests that the POM contact associated with this
InteractionI object be wrapped up. |
void |
wrapupWithCode(ContactCenterCodeI completionCode)
Requests that the POM contact associated with this
InteractionI object be wrapped up with a valid
ContactCenterCodeI object representing a POM completion code. |
boolean canObserveDn()
throws ObjectInvalidException
true if answer() supervisor for this agent can observe DN calls, false if it cannot.ObjectInvalidException - if the InteractionI object has been deletedboolean canAnswer()
throws ObjectInvalidException
true if answer() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canHold()
throws ObjectInvalidException
true if hold() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canUnhold()
throws ObjectInvalidException
true if unhold() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canEnd()
throws ObjectInvalidException
true if end() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canInitiateTransfer()
throws ObjectInvalidException
true if initiateTransfer(java.lang.String) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canInitiateConference()
throws ObjectInvalidException
true if canInitiateConference() can be invoked at this time, false if it cannot
be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canCompleteTransfer()
throws ObjectInvalidException
true if completeTransfer() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canCompleteConference()
throws ObjectInvalidException
true if completeConference() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canJoinConference()
throws ObjectInvalidException
true if joinConference(com.avaya.ccs.api.InteractionI) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canEmergency()
throws ObjectInvalidException
true if emergency() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canPlayDTMF()
throws ObjectInvalidException
true if playDTMF(java.lang.String) can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canSetActivityCode()
throws ObjectInvalidException
true if setActivityCode(java.lang.String) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetActivityCodes()
throws ObjectInvalidException
true if getActivityCodes() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetCustomFields()
throws ObjectInvalidException
true if getCustomFields() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetSkillsets()
throws ObjectInvalidException
true if getSkillsets() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canSetUUI()
throws ObjectInvalidException
true if setUUI(java.lang.String) can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canAddAgentNote()
throws ObjectInvalidException
true if addAgentNote(java.lang.String) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canRefreshAgentNotes()
throws ObjectInvalidException
true if refreshAgentNotes() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetCallbackDestinations()
throws ObjectInvalidException
true if getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType) can be invoked at this time, false if it
cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetConsultDestinations()
throws ObjectInvalidException
true if getConsultDestinations(com.avaya.ccs.api.enums.DestinationType) can be invoked at this time, false if it cannot
be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetDispositionCodes()
throws ObjectInvalidException
true if requestDispositionCodes() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canWrapup()
throws ObjectInvalidException
true if wrapup() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canWrapupWithCode()
throws ObjectInvalidException
true if wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canExtendWrapup()
throws ObjectInvalidException
true if extendWrapup() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canCreateCallback()
throws ObjectInvalidException
true if createCallback(com.avaya.ccs.api.DestinationI, com.avaya.ccs.api.ContactNumberI, java.lang.String, java.lang.String, java.lang.String) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canPreviewDialFreeForm()
throws ObjectInvalidException
true if previewDialFreeForm(java.lang.String) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canPreviewDial()
throws ObjectInvalidException
true if previewDial(com.avaya.ccs.api.ContactNumberI) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canPreviewCancel()
throws ObjectInvalidException
true if previewCancel() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canRedial()
throws ObjectInvalidException
true if redial(com.avaya.ccs.api.ContactNumberI) can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canInitiateTransferToDestination()
throws ObjectInvalidException
true if initiateTransferToDestination(com.avaya.ccs.api.DestinationI) can be invoked at this time, false if it
cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canInitiateConferenceToDestination()
throws ObjectInvalidException
true if initiateConferenceToDestination(com.avaya.ccs.api.DestinationI) can be invoked at this time, false if
it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canChangeConferenceOwner()
throws ObjectInvalidException
true if changeConferenceOwner() can be invoked at this time, false if it cannot
be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canEndConference()
throws ObjectInvalidException
true if endConference() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canEndConsult()
throws ObjectInvalidException
true if endConsult() can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canUpdateCustomerName()
throws ObjectInvalidException
true if updateCustomerName(java.lang.String, java.lang.String, java.lang.String) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canUpdateCustomerAddress()
throws ObjectInvalidException
true if updateCustomerAddress(com.avaya.ccs.api.PostalAddressListEntryI) can be invoked at this time, false if it cannot
be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canUpdateCustomerPhone()
throws ObjectInvalidException
true if updateCustomerPhone(com.avaya.ccs.api.PhoneListEntryI) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canUpdateCustomerEmail()
throws ObjectInvalidException
true if updateCustomerEmail(com.avaya.ccs.api.EmailListEntryI) can be invoked at this time, false if it cannot be
invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canAddToDnc()
throws ObjectInvalidException
true if addToDNC() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetAutoPhrases()
throws ObjectInvalidException
true if requestAutoPhrases() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetCustomerHistory()
throws ObjectInvalidException
true if requestCustomerHistory() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canGetPagePushUrls()
throws ObjectInvalidException
true if requestPagePushUrls() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canOpenMedia()
throws ObjectInvalidException
true if canOpenMedia() can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedboolean canTransferToDestination()
throws ObjectInvalidException
true if transferToDestination(DestinationI) can be invoked at this time, false if it cannot be invoked.ObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getAddress()
throws ObjectInvalidException
ResourceI object that is handling this InteractionI object. See
ResourceI.getAddress() for details on the format.ResourceI that is handling this InteractionIObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getAddressName()
throws ObjectInvalidException
getAddress(). See ResourceI.getAddressName() for details on
the format.ResourceI that is handling this InteractionIObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getCallingAddress()
throws ObjectInvalidException
InteractionI. See ResourceI.getAddress() for details on the
format of the address.InteractionIObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getCallingAddressName()
throws ObjectInvalidException
getCallingAddress(). See ResourceI.getAddressName() for
details on the format.InteractionIObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getCalledAddress()
throws ObjectInvalidException
ResourceI.getAddress() for details on
the format. In addition to this, if the original destination was a Contact Center Controlled Destination Number (CDN), then
this method may return the number of the CDN and not a full URI.InteractionIObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getCalledAddressName()
throws ObjectInvalidException
getCalledAddress(). See ResourceI.getAddress() for details on
the format. In addition to this, if getCalledAddress() was a Contact Center Controlled Destination
Number (CDN), then both getCalledAddress() and this method will return the name of the address.ObjectInvalidException - if the InteractionI object has been deletedContactCenterCodeI getActivityCode() throws ObjectInvalidException
The value returned is a ContactCenterCodeI object representing the activity code that is currently set by the user
handling the interaction. Activity codes are set through the setActivityCode(java.lang.String) method and are used to
categorize the type of work being performed by the user handling the interaction.
ContactCenterCodeI that has been set on this interaction or null if no code has been
set.ObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getContactId()
throws ObjectInvalidException
The ID of the contact that this InteractionI object represents. The value of this is a string that identifies the
contact within the context of the underlying service provider. If two users were participants on the same contact in the
Contact Center, then each of their InteractionI objects would represent their participation on this contact and
hence each interaction would have the same contact id.
The contents of the contact ID string depend on the underlying service provider, therefore the application should not rely on the ContactID string being of a particular format.
InteractionIObjectInvalidException - if the InteractionI object has been deletedContactType getContactType() throws ObjectInvalidException
ContactType that is being handled by this InteractionI objectObjectInvalidException - if the InteractionI object has been deletedDataI getData() throws ObjectInvalidException
The value returned is a DataI object that represents the data attached to the contact. A value of null indicates
that no attached data exists for the contact.
DataI object that represents the data attached to the contact or null if no attached data exists
on the contact.ObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getId()
InteractionI object.
Identifier values are only guaranteed to be unique among objects of the same type. Client applications should not rely on the value of the ID property for anything other than uniquely identifying an instance of a particular object type, as the actual value of the ID property may be changed in future releases.
This property is available for access after the application has received a NotificationType.DELETE notification for
this InteractionI object.
InteractionI objectcom.avaya.ccs.core.CloseReasonCode getClosedReasonCode()
java.util.List<IntrinsicI> getIntrinsics() throws ObjectInvalidException
IntrinsicI objects that provide additional information about the contact that this InteractionI
object is associated with.IntrinsicI objectsObjectInvalidException - if the InteractionI object has been deletedboolean isMonitored()
throws ObjectInvalidException
true if this InteractionI is being observed by a supervisor (see
MonitoredInteractionI.observe())ObjectInvalidException - if the InteractionI object has been deletedboolean isMultimedia()
throws ObjectInvalidException
true if the InteractionI has a multimedia ContactTypeObjectInvalidException - if the InteractionI object has been deletedStateReason getParticipationReason() throws ObjectInvalidException
UserI is participating in a contact.
The participation reason is a subset of StateReason. The possible values for participation reason are;
This property is only relevant for InteractionI objects that are created as a result of a UserI with
Role.Supervisor invoking a supervisor operation on a MonitoredInteractionI. For example if a supervisor
invokes MonitoredInteractionI.observe(), an interaction will be created representing the observe participation of the
Supervisor on the contact.
If no participation reason is set, this property will return StateReason.Default.
StateReason of the UserI that is related to this InteractionI or
StateReason.Default if no participation reason is setObjectInvalidException - if the InteractionI object has been deletedjava.util.List<RemoteParticipantI> getRemoteParticipants() throws ObjectInvalidException
RemoteParticipantI objects identifying the remote participants on this InteractionI or an
empty list if there are no remote participants yet or if this is an interaction with
ContactType.POM_OutboundObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getResourceId()
throws ObjectInvalidException
ResourceI object that this InteractionI object is associated with by its identifier. The
client application can retrieve the ResourceI object by invoking SessionI.findResource(java.lang.String) passing this id as
the argument.ResourceI identifier if available on the InteractionI object or null if it is not (for
example, for InteractionI objects with the ContactType.POM_Outbound)ObjectInvalidException - if the InteractionI object has been deletedSessionI getSession() throws ObjectInvalidException
SessionI object that this InteractionI object is associated withObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getSkillset()
throws ObjectInvalidException
InteractionI object representing a Contact Center contact this will return the latest skillset that the
contact has been routed to. A Contact Center contact is one that is under the control of the Contact Center application
script.null if it has not been queued yet
or is a personal interactionObjectInvalidException - if the InteractionI object has been deletedInteractionState getState()
InteractionState of this InteractionI object.
The getStateReason() can be queried to identify the reason that the interaction is in the current state.
This property is available for access after the application has received a NotificationType.DELETE notification for
this InteractionI object and will return InteractionState.Dropped.
InteractionState of the InteractionIStateReason getStateReason()
StateReason that represents the cause of the latest state transition.
This property is available for access after the application has received a NotificationType.DELETE notification for
this InteractionI object.
StateReason of the InteractionIjava.lang.String getUUI()
throws ObjectInvalidException
InteractionI. UUI is contact related
data that can be transferred with a call through telephony signaling (ISDN, SIP etc).InteractionIObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getUserId()
throws ObjectInvalidException
UserI object that this InteractionI object is associated with by its identifier. The client
application can retrieve the UserI object by invoking SessionI.findUser(java.lang.String) passing this id as the argument.UserI identifier if available on the InteractionI objectObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getMainContactId()
throws ObjectInvalidException
InteractionI is associated with was created as the result of a consult operation (transfer
or conference initiate), this method provides the ID of the main contact that is associated with this consult contact.
The contents of the contact ID string depends on the underlying service provider, therefore the application should not rely on the string being in a particular format.
null if the contact that is associated with this InteractionI
is not a consult contactObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getOriginalDestination()
throws ObjectInvalidException
The value is a string containing the phone number dialed to reach the system. If the dialed number cannot be determined by the service provider, then this property will be null.
In most cases the original destination should be available as soon as the contact is created. However, in the rare
situation where the value of the OriginalDestination property of the contact is changed following creation, changes to this
property will be provided in NotificationType.UPDATE notifications.
InteractionIObjectInvalidException - if the InteractionI object has been deletedCustomerDetailsI getCustomerDetails() throws ObjectInvalidException
CustomerDetailsI of the customer being dialled. This is only relevant for InteractionI objects with
ContactType.POM_OutboundCustomerDetailsI representing the customer being dialed or null if this InteractionI does not
have ContactType#POM_OutboundObjectInvalidException - if the InteractionI object has been deletedjava.util.List<com.avaya.ccs.core.ScreenPop> getScreenPops()
ScreenPopIs associated with this Interaction. Screenpops are configured in CCMM AdministrationScreenPopIs associated with this Interactionjava.lang.String getWebChatAgentLabel()
throws ObjectInvalidException
UserI who received is processing this contact. If this contact isn't a {WebChatMediaI} contact, then this will be nullObjectInvalidException - if the InteractionI object has been deletedboolean getWebChatCustomerConnected()
throws ObjectInvalidException
false
If this contact isn't a {WebChatMediaI} contact, then this will be nullfalse if the customer on a web chat has lost their connection. Otherwise returns true.ObjectInvalidException - if the InteractionI object has been deletedjava.util.List<java.lang.String> getAgentNotes()
throws ObjectInvalidException
InteractionI object. To ensure the InteractionI object has the most up to
date agent notes, invoke refreshAgentNotes() which will force an NotificationType.UPDATE
notification if the agent notes on the server have changed. This is only relevant for InteractionI objects with
ContactType.POM_Outbound.InteractionI object or
if this InteractionI object does not have ContactType.POM_OutboundObjectInvalidException - if the InteractionI object has been deletedint getWrapupTimer()
throws ObjectInvalidException
InteractionState.Wrapup.
This is only relevant for InteractionI objects with ContactType.POM_Outbound.
If this property returns a value greater than 0, it is the responsibility of the client application to implement a timer
based on this administered time. The timer should be started when the interaction enters InteractionState.Wrapup.
The client application should automatically wrapup the interaction if the wrapup timer expires and the interaction has not
already been wrapped up.
If the interaction is not in InteractionState.Wrapup, this property will return -1. If this interaction does not
have ContactType.POM_Outbound, then this property will return -1.
InteractionI can remain in InteractionState.WrapupObjectInvalidException - if the InteractionI object has been deletedint getPreviewTimer()
throws ObjectInvalidException
InteractionState.Preview before dialing.
This is only relevant for InteractionI objects with ContactType.POM_Outbound and is only relevant for
preview campaigns (identified by an interaction created in InteractionState.Preview).
If this property returns a value greater than 0, it is the responsibility of the client application to implement a timer
based on this administered time. The timer should be started when the interaction enters InteractionState.Preview
and should be stopped when the interaction enters any other InteractionState. The client application should
automatically preview dial the default contact number (identified by ContactNumberI.isDefault()) if the preview time
is exceeded without a dial.
If the interaction enters InteractionState.Preview and this property returns 0, then the client application should
immediately preview dial the default contact number (identified by ContactNumberI.isDefault()).
If the interaction enters InteractionState.Preview and this property returns -1, then the client application should
not start a timer and should not automatically preview dial the default contact number. This indicates that timed preview
is not administered on the campaign. If this interaction does not have ContactType.POM_Outbound then this property
will also return -1.
InteractionI can remain in InteractionState.PreviewObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getCampaignName()
throws ObjectInvalidException
InteractionI object to be created. This is only relevant for
InteractionI objects with ContactType.POM_Outbound.InteractionIObjectInvalidException - if the InteractionI object has been deletedjava.lang.String getAgentScriptUrl()
throws ObjectInvalidException
null if this InteractionI object does not have
ContactType.POM_OutboundObjectInvalidException - if the InteractionI object has been deletedjava.util.List<ContactNumberI> getContactNumbers() throws ObjectInvalidException
ContactNumberI objects each representing an administered contact number for this customer. This is only
relevant for InteractionI objects with ContactType.POM_Outbound. This is only populated for preview
interactions.ContactNumberI objects or alternatively an empty list if there are no contact numbers or this
InteractionI does not have ContactType.POM_OutboundObjectInvalidException - if the InteractionI object has been deletedvoid getConsultDestinationTypes()
throws ObjectInvalidException
DestinationType objects that define the possible argument values for the
getConsultDestinations(com.avaya.ccs.api.enums.DestinationType) method. This is only relevant for InteractionI objects with
ContactType.POM_Outbound.ObjectInvalidException - if the InteractionI object has been deletedjava.util.List<DestinationType> getCallbackDestinationTypes() throws ObjectInvalidException
DestinationType objects that define the possible argument values for the
getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType) method. This is only relevant for InteractionI objects with
ContactType.POM_Outbound.DestinationType objects or an empty list if the InteractionI does not have
ContactType.POM_OutboundObjectInvalidException - if the InteractionI object has been deletedvoid answer()
throws ObjectInvalidException
This method may be invoked when the InteractionI object is in InteractionState.Ringing to answer the
interaction. If successful, the InteractionI object will transition to InteractionState.Active and a
NotificationType.UPDATE notification for this interaction object will be sent to the client application. If a
failure occurs a NotificationType.ERROR notification will be sent to the client application. These notifications
are sent to the InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canAnswer() capability method to determine when it is possible to invoke this method. If the meaning of
the error code in the context of this method differs significantly from the generic description given for that error code,
then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Ringing. |
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid hold() throws ObjectInvalidException
This method may be invoked when the InteractionI object is in InteractionState.Active to hold the
interaction. If successful, the InteractionI object will transition to InteractionState.Held and a
NotificationType.UPDATE notification for this interaction object will be sent to the client application. If a
failure occurs a NotificationType.ERROR notification will be sent to the client application. These notifications
are sent to the InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the canHold()
capability method to determine when it is possible to invoke this method. If the meaning of the error code in the context
of this method differs significantly from the generic description given for that error code, then a context-specific
meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid unhold()
throws ObjectInvalidException
This method may be invoked when the InteractionI object is in InteractionState.Held to hold the
interaction. If successful, the InteractionI object will transition to InteractionState.Active and a
NotificationType.UPDATE notification for this interaction object will be sent to the client application. If a
failure occurs a NotificationType.ERROR notification will be sent to the client application. These notifications
are sent to the InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUnhold() capability method to determine when it is possible to invoke this method. If the meaning of
the error code in the context of this method differs significantly from the generic description given for that error code,
then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Held. |
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid end() throws ObjectInvalidException
Ending the interaction may or may not cause the entire contact to be dropped. This is dependent on the implementation and the conditions present on the contact at the time of end being invoked (for example, if ending this interaction would leave only a single party left on the contact).
If successful, a NotificationType.DELETE notification for this interaction object will be sent to the client
application. If a failure occurs a NotificationType.ERROR notification will be sent to the client application.
These notifications are sent to the InteractionListenerI implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUnhold() capability method to determine when it is possible to invoke this method. If the meaning of
the error code in the context of this method differs significantly from the generic description given for that error code,
then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid coach()
throws ObjectInvalidException
ObjectInvalidExceptionvoid end(java.lang.String closeReasonCode,
java.lang.String closingAgentNote,
boolean sendTranscript)
throws ObjectInvalidException
ObjectInvalidExceptionvoid initiateTransfer(java.lang.String destination)
throws ObjectInvalidException,
InvalidArgumentException
If successful, the InteractionI object will transition to InteractionState.Held with
StateReason.TransferInitiated or StateReason.ConsultInitiated, dependent on the service provider
implementation. This interaction is known as the main interaction. A NotificationType.UPDATE notification for this
InteractionI object will be sent to the client application. In addition, a NotificationType.NEW
notification will be sent to the application containing a new InteractionI object that represents the consultation
to the specified destination. This interaction is known as the consult interaction. This new InteractionI object
will have the same getAddress() as the held interaction. If a failure occurs, a
NotificationType.ERROR notification will be sent to the client application. These notifications are sent to the
InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
The new consult interaction will transition through the states in the same manner as an outgoing interaction resulting from
ResourceI.originateVoiceCall(java.lang.String, com.avaya.ccs.api.enums.ContactType) invocation.
completeTransfer() on the main interactioncompleteTransfer() on the consult interaction
Possible errors for this method are listed below. Most errors can be prevented by querying the
canInitiateTransfer() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.CommServerError |
A malformed destination was provided. |
ErrorCode.DestinationBusy |
|
ErrorCode.DestinationInvalid |
|
ErrorCode.DestinationOutOfService |
|
ErrorCode.DestinationStateInvalid |
|
ErrorCode.DestinationUnreachable |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
destination - the target of the transfer initiationInvalidArgumentException - if the mandatory destination argument is null or emptyObjectInvalidException - if the InteractionI object has been deletedvoid initiateConference(java.lang.String destination)
throws ObjectInvalidException,
InvalidArgumentException
If successful, the InteractionI object will transition to InteractionState.Held with
StateReason.ConferenceInitiated or StateReason.ConsultInitiated, dependent on the service provider
implementation. This interaction is known as the main interaction. A NotificationType.UPDATE notification for this
InteractionI object will be sent to the client application. In addition, a NotificationType.NEW
notification will be sent to the application containing a new InteractionI object that represents the consultation
to the specified destination. This interaction is known as the consult interaction. This new InteractionI object
will have the same getAddress() as the held interaction. If a failure occurs, a
NotificationType.ERROR notification will be sent to the client application. These notifications are sent to the
InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
The new consult interaction will transition through the states in the same manner as an outgoing interaction resulting from
ResourceI.originateVoiceCall(java.lang.String, com.avaya.ccs.api.enums.ContactType) invocation.
completeConference() on the main interactioncompleteConference() on the consult interaction
Possible errors for this method are listed below. Most errors can be prevented by querying the
canInitiateConference() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.CommServerError |
A malformed destination was provided. |
ErrorCode.DestinationBusy |
|
ErrorCode.DestinationInvalid |
|
ErrorCode.DestinationOutOfService |
|
ErrorCode.DestinationStateInvalid |
|
ErrorCode.DestinationUnreachable |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
destination - the target of the conference initiationInvalidArgumentException - if the mandatory destination argument is null or emptyObjectInvalidException - if the InteractionI object has been deletedvoid completeTransfer()
throws ObjectInvalidException
initiateTransfer(java.lang.String).
This method can be called either on the main interaction (which the transfer was initiated from) or on the consult
interaction (created as a result of initiateTransfer(java.lang.String)).
InteractionState.Active and the main interaction transitions to
InteractionState.Held (if they are not already in those states). NotificationType.UPDATE notifications for
these InteractionI objects will be sent to the client applicationNotificationType.DELETE notifications for the main and consult InteractionI objects will be sent to the
client application.UserI in a SessionI then;
NotificationType.DELETE notification for the InteractionI representing the destination user on the
consult contact will be sent to the application in control of this SessionI andInteractionI object will be created for the destination user representing their participation in the main
contact. This interaction will be in the same InteractionState as the users consult interaction at the time of
transfer complete. It will also have StateReason.TransferComplete. A NotificationType.NEW notification will
be sent to the application in control of this SessionI
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application. All these
notifications are sent to the InteractionListenerI implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canCompleteTransfer() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active or InteractionState.Held. |
ErrorCode.InvalidRequest |
The interaction is not currently involved in a consultative relationship that can be completed as a transfer. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
|
ErrorCode.TransferFeatureError |
ObjectInvalidException - if the InteractionI object has been deletedvoid completeConference()
throws ObjectInvalidException
initiateConference(java.lang.String).
This method can be called either on the main interaction (which the conference was initiated from) or on the consult
interaction (created as a result of initiateConference(java.lang.String)).
InteractionState.Active and the main interaction transitions to
InteractionState.Held (if they are not already in those states). NotificationType.UPDATE notifications for
these InteractionI objects will be sent to the client applicationNotificationType.DELETE notification for the consult InteractionI object will be sent to the client
application.InteractionState.Active with StateReason.ConferenceComplete. The
list of RemoteParticipantI objects will be updated to include the destination. A NotificationType.UPDATE
notification for the main InteractionI object will be sent to the client application.UserI within a SessionI or if the destination of the consult
(for example a Contact Center Controlled Destination Number) has added a UserI within a SessionI into the
consult then;
NotificationType.DELETE notification for the InteractionI representing the destination user on the
consult contact will be sent to the application in control of this users SessionI andInteractionI object will be created for the destination user representing their participation in the main
contact. This interaction will be in the same InteractionState as the users consult interaction at the time of
conference complete. It will also have StateReason.ConferenceComplete. A NotificationType.NEW notification
will be sent to the application in control of this users SessionI
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application. All these
notifications are sent to the InteractionListenerI implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canCompleteConference() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active or InteractionState.Held. |
ErrorCode.InvalidRequest |
The interaction is not currently involved in a consultative relationship that can be completed as a conference. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
|
ErrorCode.ConferenceFeatureError |
ObjectInvalidException - if the InteractionI object has been deletedvoid joinConference(InteractionI otherInteraction) throws ObjectInvalidException, InvalidArgumentException
InteractionI objects that share a common UserI be joined together bringing all
parties on the two interactions into a single conference.
These two interactions must not be related to each other from a consultative perspective (one must not be a consult of the other). One of the two interactions survives after the operation and the other interaction will be destroyed after the other parties are moved over to the surviving contact.
If successful, the following actions will be carried out on the objects associated with the join operation;NotificationType.DELETE notification for the other InteractionI object that represents the user on
the dying contact will be sent to the client application.InteractionState.Active with
StateReason.Join. The list of RemoteParticipantI objects will be updated to include the destination. A
NotificationType.UPDATE notification for the surviving InteractionI object will be sent to the client
application.UserI within a SessionI or if the destination of the
other interaction (for example a Contact Center Controlled Destination Number) has added a UserI within a
SessionI into the other contact then;
NotificationType.DELETE notification for the InteractionI representing the destination user on the
other contact will be sent to the application in control of this users SessionI andInteractionI object will be created for the destination user representing their participation in the
surviving contact. This interaction will be in the same InteractionState as the users interaction with the other
contact at the time of conference complete. It will also have StateReason.Join. A NotificationType.NEW
notification will be sent to the application in control of this users SessionI
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application. All the
notifications for this user are sent to the InteractionListenerI implementation that is supplied by the application
as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canJoinConference() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active or InteractionState.Held. |
ErrorCode.InvalidParty |
The interaction specified by the "otherInteraction" argument is not a valid interaction for completing the join operation. Either it does not share a common communications end-point or it is already related to the current interaction (one is a consult of the other). |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
otherInteraction - the InteractionI object whose parties will be merged to this InteractionI object. this is the
interaction that represents the dying contact.ObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory otherInteraction argument is nullvoid playDTMF(java.lang.String digits)
throws ObjectInvalidException,
InvalidArgumentException
Requests that dtmf tones be played into the media stream of the interaction. This is specific to interactions with
ContactType.Voice.
This method may be invoked when the interaction is in InteractionState.Active. If successful, no response or
notification is received. If a failure occurs, a NotificationType.ERROR notification will be sent to the client
application via the InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPlayDTMF() capability method to determine when it is possible to invoke this method. If the meaning
of the error code in the context of this method differs significantly from the generic description given for that error
code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OperationNotSupported |
The interaction does not represent a voice contact. |
ErrorCode.OutOfService |
digits - the set of tones to generate in the media of the voice contact. valid tones are represented by the characters
0..9, A..D, * and #. Note that not all switching platforms support the tones for A through D. Any unsupported
characters in the digit string are simply ignored.ObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the digits argument is null or an empty stringvoid emergency()
throws ObjectInvalidException
This operation will single step conference the user's supervisor into the Contact that this InteractionI
represents.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application via the
InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canEmergency() capability method to determine when it is possible to invoke this method. If the meaning
of the error code in the context of this method differs significantly from the generic description given for that error
code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid getActivityCodes()
throws ObjectInvalidException
InteractionI object.
This is only relevant for an InteractionI object that represents a Contact Center contact (that is a contact that
has been processed by the Contact Center application script and is queued to an Agent). This method returns immediately and
an asynchronous retrieval of the codes takes place.
If successful, a NotificationType.RESPONSE notification will be sent to the client application. The
ResponseData object in the received NotificationEventI object contains the data requested. The
ResponseData object will be an instanceof CodeListI in this case. To access the list, use the
instanceof operator to compare the ResponseData against the CodeListI type and cast it to an
instance of CodeListI. Invoking CodeListI.getCodeType() will return CodeType.Activity. A list of
ContactCenterCodeI objects representing activity codes can be accessed by invoking CodeListI.getCodes().
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI implementation that is supplied by
the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetActivityCodes() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.SecureCommunicationFailure |
ObjectInvalidException - if the InteractionI object has been deletedvoid setActivityCode(java.lang.String code)
throws ObjectInvalidException,
InvalidArgumentException
InteractionI object represents.
Activity codes are used to report what type of work is being conducted on the contact by the UserI that represents
a Contact Center Agent. The user is free to change the activity code at any time during the handling of the contact if the
type of work changes during the life of the contact. Note that activity codes can only be set on contacts associated with a
skillset (see getSkillset()).
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the activity code that was set. This can be retrieved by invoking
getActivityCode() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canSetActivityCode() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
|
ErrorCode.InvalidParameter |
The "code" parameter specifies an invalid activity code (e.g. contains non-numeric characters). |
ErrorCode.InvalidRequest |
Attempted to set an activity code on a non-skillset contact. |
ErrorCode.OutOfService |
|
ErrorCode.ParameterOutOfRange |
The "code" parameter specifies an activity code that is too long. |
code - the activity code to setObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the code argument is null or an empty stringvoid getCustomFields()
throws ObjectInvalidException
InteractionI object.
This is only relevant for an InteractionI object that represents a Contact Center contact (that is a contact that has
been processed by the Contact Center application script and is queued to an Agent). This method returns immediately and
an asynchronous retrieval of the fields takes place.
If successful, a NotificationType.RESPONSE notification will be sent to the client application. The ResponseData object
in the received NotificationEventI object contains the data requested. The ResponseData object will be an instanceof
CustomFieldListI in this case. To access the list, use the instanceof operator to compare the ResponseData against the
CustomFieldListI type and cast it to an instance of CustomFieldListI. Invoking CustomFieldListI.getCustomFields() will
return a list of CustomFieldI objects representing custom fields.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the ErrorI object
containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI implementation that is supplied by the
application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetCustomFields() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.SecureCommunicationFailure |
ObjectInvalidExceptionIntrinsicI getIntrinsic(java.lang.String name) throws ObjectInvalidException, InvalidArgumentException
getIntrinsics() for an IntrinsicI object that
matches the name supplied.name - the name of the intrinsic to returnIntrinsicI object that matches the name argument or null if no intrinsic matches the nameObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the name argument is null or an empty stringvoid setIntrinsic(java.lang.String name,
java.lang.String value)
throws ObjectInvalidException,
InvalidArgumentException
The current intrinsics can be accessed through getIntrinsics().
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain a list of IntrinsicI objects with the modified or added intrinsic. This
can be retrieved by invoking getIntrinsics() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. If the meaning of the error code in the context of this method differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.ReadonlyIntrinsic |
name - the name of the intrinsic to add or changevalue - the value to set on the specified intrinsicObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the name argument is null or an empty stringvoid removeIntrinsic(java.lang.String name)
throws ObjectInvalidException,
InvalidArgumentException
The current intrinsic names and values can be determined through getIntrinsics()
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain an updated list of IntrinsicI objects. This can be retrieved by invoking
getIntrinsics() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. If the meaning of the error code in the context of this method differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.ReadonlyIntrinsic |
name - the name of the intrinsic to removeObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the name argument is null or an empty stringvoid setData(DataI data) throws ObjectInvalidException, InvalidArgumentException
InteractionI object. A DataI
object can be created by invoking one of the three static factory methods;
The current value of the contact's attached data is available via getData(). Setting new data on the
contact associated with this interaction will overwrite any attached data currently existing on the contact.
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the updated DataI object. This can be retrieved by invoking
getData() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. If the meaning of the error code in the context of this method differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.ParameterOutOfRange |
The size of the data being set exceeds the maximum allowed. |
data - a DataI object representing the new attached data the application wishes to set on the interactions
contactObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the DataI argument is nullvoid removeData()
throws ObjectInvalidException
InteractionI object be
removed.
The current value of the contact's attached data is available via getData().
If successful, a NotificationType.UPDATE notification will be sent to the application and
InteractionI#getData will now return null.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. If the meaning of the error code in the context of this method differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid setUUI(java.lang.String uui)
throws ObjectInvalidException,
InvalidArgumentException
InteractionI object.
Binary data can be set as UUI on the contact as long as it is passed to this method as a base-64 (radix-64) encoded string.
The current value of the contact's UUI is available via getUUI().
To clear UUI that is currently on the contact, an empty string can be passed to this method.
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the updated uui. This can be retrieved by invoking getUUI() on
the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canSetUUI() capability method. If the meaning of the error code in the context of this method differs
significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.OperationNotSupported |
uui - the new uui data to be set on the interactions contactObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the uui argument is nullvoid addToDNC()
throws ObjectInvalidException
ContactNumberI associated with this InteractionI object be added to the Do Not Call (DNC)
list on the POM server.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canAddToDnc() capability method. If the meaning of the error code in the context of this method differs
significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active |
ObjectInvalidException - if the InteractionI object has been deletedvoid addAgentNote(java.lang.String note)
throws ObjectInvalidException,
InvalidArgumentException
InteractionI within the campaign.
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the updated agent notes. This can be retrieved by invoking
getAgentNotes() on the updated object. If another UserI (for example, a second Agent) is a
participant in this POM contact also, they must invoke refreshAgentNotes() to get the latest updated
agent notes.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canAddAgentNote() capability method. If the meaning of the error code in the context of this method
differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
note - the note to add to the contactObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the note argument is null or emptyvoid refreshAgentNotes()
throws ObjectInvalidException
InteractionI be refreshed.
If another UserI (for example, a second Agent) is also on this POM contact and they have added agent notes, then
the UserI associated with this InteractionI should invoke this method to receive the most up to date agent
notes (any agent notes added by the second Agent).
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the updated agent notes. This can be retrieved by invoking
getAgentNotes() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canRefreshAgentNotes() capability method. If the meaning of the error code in the context of this method
differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.SecureCommunicationFailure |
ObjectInvalidException - if the InteractionI object has been deletedvoid getConsultDestinations(DestinationType consultDestType) throws ObjectInvalidException, InvalidArgumentException
DestinationI objects of a specified DestinationType that are available for the user to consult
with.
A list of valid values for DestinationType for consult can be retrieved by invoking
getConsultDestinationTypes().
If successful, a NotificationType.RESPONSE notification will be sent to the client application. The
ResponseData object in the received NotificationEventI object contains the data requested. The
ResponseData object will be an instanceof DestinationListI in this case. To access the list, use
the instanceof operator to compare the ResponseData against the DestinationListI type and cast it
to an instance of DestinationListI. Invoking DestinationListI.getListType() will return
DestinationListType.Consult. A list of DestinationI objects representing the consult destinations can be
accessed by invoking DestinationListI.getDestinations().
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI implementation that is supplied by
the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetConsultDestinations() capability method to determine when it is possible to invoke this method.
consultDestType - the type of DestinationI objects that are to be returnedObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory DestinationType argument is null or DestinationType.Unknownvoid getCallbackDestinations(DestinationType callbackDestType) throws ObjectInvalidException, InvalidArgumentException
DestinationI objects of a specified DestinationType that are available for the user to setup
as the destination for a callback.
A list of valid values for DestinationType for callback can be retrieved by invoking
getCallbackDestinationTypes().
If successful, a NotificationType.RESPONSE notification will be sent to the client application. The
ResponseData object in the received NotificationEventI object contains the data requested. The
ResponseData object will be an instanceof DestinationListI in this case. To access the list, use
the instanceof operator to compare the ResponseData against the DestinationListI type and cast it
to an instance of DestinationListI. Invoking DestinationListI.getListType() will return
DestinationListType.Callback. A list of DestinationI objects representing the callback destinations can be
accessed by invoking DestinationListI.getDestinations().
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI implementation that is supplied by
the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetCallbackDestinations() capability method to determine when it is possible to invoke this method.
callbackDestType - the type of DestinationI objects that are to be returnedObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory DestinationType argument is null or DestinationType.Unknownvoid requestDispositionCodes()
throws ObjectInvalidException
Disposition Codes are only relevant for Multimedia InteractionI objects (i.e. those that extend MediaI, and for ContactType.POM_Outbound contacts..
For Multimedia contacts, Disposition codes are called Closed Reason codes and are administered in the CCMM Administration tool. In POM,
Disposition codes are known as completion codes and are administered on the POM server).
This method returns immediately and an asynchronous retrieval of the disposition codes takes place.
If successful, a NotificationType.RESPONSE notification will be sent to the client application. The
ResponseData object in the received NotificationEventI object contains the data requested. The
ResponseData object will be an instanceof CodeListI in this case. To access the list, use the
instanceof operator to compare the ResponseData against the CodeListI type and cast it to an
instance of CodeListI. Invoking CodeListI.getCodeType() will return CodeType.Disposition. A list of
ContactCenterCodeI objects representing disposition codes can be accessed by invoking CodeListI.getCodes().
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI implementation that is supplied by
the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetDispositionCodes() capability method to determine when it is possible to invoke this method. If
the meaning of the error code in the context of this method differs significantly from the generic description given for
that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.SecureCommunicationFailure |
ObjectInvalidException - if the InteractionI object has been deletedvoid requestAutoPhrases()
throws ObjectInvalidException
AutoPhrasesI. See {link AutoPhrasesI} for more details.ObjectInvalidExceptionvoid requestPagePushUrls()
throws ObjectInvalidException
PagePushUrlListI. See {link PagePushUrlListI} for more details.ObjectInvalidExceptionvoid requestCustomerHistory()
throws ObjectInvalidException
CustomerHistoryI for more detailsObjectInvalidException - if the InteractionI object has been deleted
if the InteractionI object has been deletedvoid requestCustomerInteractionMedia(java.lang.String contactId)
InteractionI.requestCustomerHistory}contactId - - the contact ID of the media object to be requestedvoid previewDial(ContactNumberI contactNumber) throws ObjectInvalidException, InvalidArgumentException
ContactNumberI administered for the customer in the preview campaign be dialled.
A list of ContactNumberI objects can be retrieved from the getContactNumbers(). The
InteractionI#previewDial method is only valid for interactions with ContactType.POM_Outbound.
If successful, the InteractionI object will tranisition to InteractionState.Dialing. A
NotificationType.UPDATE notification will be sent to the application and the updated InteractionI object
will contain the updated state. This can be retrieved by invoking getState() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPreviewDial() capability method. If the meaning of the error code in the context of this method
differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OutOfService |
contactNumber - the ContactNumberI representing the party to dialObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory ContactNumberI argument is nullvoid previewDialFreeForm(java.lang.String destination)
throws ObjectInvalidException,
InvalidArgumentException
The InteractionI#previewDialFreeForm method is only valid for interactions with ContactType.POM_Outbound.
If successful, the InteractionI object will tranisition to InteractionState.Dialing. A
NotificationType.UPDATE notification will be sent to the application and the updated InteractionI object
will contain the updated state. This can be retrieved by invoking getState() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPreviewDialFreeForm() capability method. If the meaning of the error code in the context of this
method differs significantly from the generic description given for that error code, then a context-specific meaning is
given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OutOfService |
destination - the manually entered target destination for the preview dialObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory argument is null or emptyvoid previewCancel()
throws ObjectInvalidException
InteractionI object be cancelled.
The previewCancel() method is only valid for interactions with ContactType.POM_Outbound.
If successful, the InteractionI object will tranisition to InteractionState.Wrapup. A
NotificationType.UPDATE notification will be sent to the application and the updated InteractionI object
will contain the updated state. This can be retrieved by invoking getState() on the updated object. The
interaction should now be dispositioned by invoking wrapup() or wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI).
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPreviewCancel() capability method. If the meaning of the error code in the context of this method
differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid redial(ContactNumberI contact) throws ObjectInvalidException, InvalidArgumentException
ContactNumberI of the preview campaign be redialled.
The redial(com.avaya.ccs.api.ContactNumberI) method is only valid for interactions with ContactType.POM_Outbound.
If successful, the InteractionI object will tranisition to InteractionState.Dialing. A
NotificationType.UPDATE notification will be sent to the application and the updated InteractionI object
will contain the updated state. This can be retrieved by invoking getState() on the updated object. The
interaction should now be dispositioned by invoking wrapup() or wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI).
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPreviewCancel() capability method. If the meaning of the error code in the context of this method
differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OutOfService |
contact - the ContactNumberI representing the party to dialObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory ContactNumberI argument is nullvoid wrapup()
throws ObjectInvalidException
InteractionI object be wrapped up.
The wrapup() method is only valid for interactions with ContactType.POM_Outbound. This can only
be invoked when an interaction is in InteractionState.Wrapup. This state occurs when a preview interaction is
cancelled or an interaction has been ended.
The purpose of InteractionState.Wrapup is to provide the user processing a POM contact with time to complete any
work associated with the contact after it has ended before being queued the next contact in the campaign. Once the work is
completed, this method should be invoked.
The getWrapupTimer() returns the maximum time administered on the POM server that an interaction should
remain in InteractionState.Wrapup. It is the responsibility of the client application to implement a timer based on
this administered time. The timer should be started when the interaction enters InteractionState.Wrapup. The wrapup
timer can be reset back to the maximum time by invoking extendWrapup(). The wrapup timer can be extended
a maximum number of times (administered on the POM server). When the maximum number of extensions is exceeded,
canExtendWrapup() will return false. If the wrapup timer expires without the interaction being
wrapped up, it is the responsibility of the client application to automatically wrapup the interaction.
If successful, a NotificationType.DELETE notification will be sent to the application for this InteractionI
object. If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canWrapup(). If the meaning of the error code in the context of this method differs significantly from
the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
|
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid wrapupWithCode(ContactCenterCodeI completionCode) throws ObjectInvalidException, InvalidArgumentException
InteractionI object be wrapped up with a valid
ContactCenterCodeI object representing a POM completion code.
The wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI) method is only valid for interactions with ContactType.POM_Outbound. This
can be invoked when an interaction is in InteractionState.Wrapup or InteractionState.Active.
The purpose of InteractionState.Wrapup is to provide the user processing a POM contact with time to complete any
work associated with the contact after it has ended before being queued the next contact in the campaign. Once the work is
completed, this method should be invoked.
The getWrapupTimer() returns the maximum time administered on the POM server that an interaction should
remain in InteractionState.Wrapup. It is the responsibility of the client application to implement a timer based on
this administered time. The timer should be started when the interaction enters InteractionState.Wrapup. The wrapup
timer can be reset back to the maximum time by invoking extendWrapup(). The time can be extended a
maximum number of times (administered on the POM server). When the maximum number of extensions is exceeded,
canExtendWrapup() will return false.
The purpose of the wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI) method is to allow a user processing a POM contact categorize the type of work
associated with the contact they have processed or are processing. This categorization is defined by
ContactCenterCodeI objects of type CodeType.Disposition which are adminmistered as completion codes on the
POM server.
If successful, a NotificationType.DELETE notification will be sent to the application for this InteractionI
object. If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canWrapupWithCode() and by obtaining the list of valid disposition codes by invoking
requestDispositionCodes(). If the meaning of the error code in the context of this method differs
significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
|
ErrorCode.OutOfService |
completionCode - the ContactCenterCodeI object that represents the completion codeObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory ContactCenterCodeI argument is null or not of type CodeType.Dispositionvoid extendWrapup()
throws ObjectInvalidException
InteractionI object be extended.
The extendWrapup() method is only valid for interactions with ContactType.POM_Outbound. See
wrapup() for information on wrapup and wrapup timers.
The time can be extended a maximum number of times (administered on the POM server). When the number of extension is
exceeded, canExtendWrapup() will return false. At this point the client application should
automatically wrapup the InteractionI to prevent InteractionI objects remaining in
InteractionState.Wrapup for long periods of time.
ObjectInvalidException - if the InteractionI object has been deletedvoid createCallback(DestinationI callbackDestination, ContactNumberI contactNumber, java.lang.String callbackTime, java.lang.String callbackExpiryTime, java.lang.String callbackNote) throws ObjectInvalidException, InvalidArgumentException
InteractionI be called back on a known ContactNumberI (administered on
the POM server) by a callback DestinationI at a specified time.
This method is only valid for interactions with ContactType.POM_Outbound.
A list of available callback destinations can be retrieved from getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType). The callback
DestinationI selected from this list is the destination administered in the POM server that will process the
callback to the customer (for example, this could be a campaign or an agent). A list of ContactNumberI objects for
this customer can be retrieved from getContactNumbers().
If successful, a callback will be scheduled for the time specified. The final DestinationI of the callback will
directly or indirectly (callback through a campaign) be a UserI within a SessionI. At the specified
callback time, a new InteractionI object will be created for this UserI with the
StateReason.Callback. The callback notes parameter will be received as an agent note on the new callback
interaction. Please see getAgentNotes() for more details on agent notes. A NotificationType.NEW
notification for this InteractionI object will be sent to the application that is in control of this users
SessionI. This notification will be sent to this application via the InteractionListenerI implementation
that is supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error. This notification will be sent to the application via
the InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
canCreateCallback() capability method.getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType).getContactNumbers().If the meaning of the error code in the context of this method differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
|
ErrorCode.OutOfService |
callbackDestination - the DestinationI selected that will process the callbackcontactNumber - the ContactNumberI that represents the customer's number that will be dialled in the callbackcallbackTime - the UTC time that the callback will occur at (for example, 2016/05/10 02:30)callbackExpiryTime - the time in minutes after which the callback will expirecallbackNote - an agent note that will be added to the callback interaction when received by the callback destinationObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory DestinationI or ContactNumberI arguments are nullvoid createCallback(DestinationI callbackDestination, java.lang.String externalNumber, java.lang.String callbackTime, java.lang.String callbackExpiryTime, java.lang.String callbackNote) throws ObjectInvalidException, InvalidArgumentException
InteractionI be called back on an unknown number (not administered on the POM
server) by a callback DestinationI at a specified time.
This method is only valid for interactions with ContactType.POM_Outbound.
A list of available callback destinations can be retrieved from getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType). The callback
DestinationI selected from this list is the destination administered in the POM server that will process the
callback to the customer (for example, this could be a campaign or an agent).
If successful, a callback will be scheduled for the time specified. The final DestinationI of the callback will
directly or indirectly (callback through a campaign) be a UserI within a SessionI. At the specified
callback time, a new InteractionI object will be created for this UserI with the
StateReason.Callback. The callback notes parameter will be received as an agent note on the new callback
interaction. Please see getAgentNotes() for more details on agent notes. A NotificationType.NEW
notification for this InteractionI object will be sent to the application that is in control of this users
SessionI. This notification will be sent to this application via the InteractionListenerI implementation
that is supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error. This notification will be sent to the application via
the InteractionListenerI implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
canCreateCallback() capability method.getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType).If the meaning of the error code in the context of this method differs significantly from the generic description given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
|
ErrorCode.OutOfService |
callbackDestination - the DestinationI selected that will process the callbackexternalNumber - the number to use for the customers callback, this number is not known or administered on the POM servercallbackTime - the UTC time that the callback will occur at (for example, 2016/05/10 02:30)callbackExpiryTime - the time in minutes after which the callback will expirecallbackNote - an agent note that will be added to the callback interaction when received by the callback destinationObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the DestinationI argument is null or if the external number argument is null or an
empty stringvoid initiateTransferToDestination(DestinationI destination) throws ObjectInvalidException, InvalidArgumentException
DestinationI administered on the POM server.
This method is only valid for interactions with ContactType.POM_Outbound.
A list of available consult destinations can be retrieved from getConsultDestinations(com.avaya.ccs.api.enums.DestinationType). The callback
DestinationI selected from this list is the destination administered in the POM server that will process the
callback to the customer (for example, this could be a campaign or an agent).
InteractionI object (known as the main interaction) will transition to InteractionState.Held with
StateReason.ConsultInitiated. A NotificationType.UPDATE notification for this InteractionI object
will be sent to the client application.InteractionI object (known as the consult interaction) that represents the consultation to the specified
DestinationI. A NotificationType.NEW notification for this new InteractionI object will be sent to
the application. This InteractionI object will have the same getAddress() as the held
interaction. If the target DestinationI is currently busy, then this new InteractionI will be in
InteractionState.Pending until the destination becomes available else it will be in InteractionState.Active
.DestinationI is a UserI in a SessionI, then the following actions will occur;
InteractionI object for the destination user on the consult will be created. If the user is currently
busy then this interaction will be in InteractionState.Pending with StateReason.ConsultInitiated else it
will be in InteractionState.Active with StateReason.ConsultInitiated. A NotificationType.NEW
notification for this new InteractionI object will be sent to the application that is in control of this session.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application. These
notifications are sent to the InteractionListenerI implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
The transfer can be completed by invoking completeTransfer() on the consult interaction. The consult
interaction must be in InteractionState.Active to complete the transfer.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canInitiateTransferToDestination() capability method to determine when it is possible to invoke this
method. If the meaning of the error code in the context of this method differs significantly from the generic description
given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.CommServerError |
|
ErrorCode.DestinationBusy |
|
ErrorCode.DestinationInvalid |
|
ErrorCode.DestinationOutOfService |
|
ErrorCode.DestinationStateInvalid |
|
ErrorCode.DestinationUnreachable |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
destination - the target DestinationI of the consultative transferObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory DestinationI argument is nullvoid transferToDestination(DestinationI destination) throws ObjectInvalidException, InvalidArgumentException
destination - the target DestinationI of the consultative transferObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory DestinationI argument is nullvoid initiateConferenceToDestination(DestinationI destination) throws ObjectInvalidException, InvalidArgumentException
DestinationI administered on the POM server.
This method is only valid for interactions with ContactType.POM_Outbound.
A list of available consult destinations can be retrieved from getConsultDestinations(com.avaya.ccs.api.enums.DestinationType). The callback
DestinationI selected from this list is the destination administered in the POM server that will process the
callback to the customer (for example, this could be a campaign or an agent).
InteractionI object (known as the main interaction) will transition to InteractionState.Held with
StateReason.ConsultInitiated. A NotificationType.UPDATE notification for this InteractionI object
will be sent to the client application.InteractionI object (known as the consult interaction) that represents the consultation to the specified
DestinationI. A NotificationType.NEW notification for this new InteractionI object will be sent to
the application. This InteractionI object will have the same getAddress() as the held
interaction. If the target DestinationI is currently busy, then this new InteractionI will be in
InteractionState.Pending until the destination becomes available else it will be in InteractionState.Active
.DestinationI is a UserI in a SessionI, then the following actions will occur;
InteractionI object for the destination user on the consult will be created. If the user is currently
busy then this interaction will be in InteractionState.Pending with StateReason.ConsultInitiated else it
will be in InteractionState.Active with StateReason.ConsultInitiated. A NotificationType.NEW
notification for this new InteractionI object will be sent to the application that is in control of this session.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application. These
notifications are sent to the InteractionListenerI implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
The conference can be completed by invoking completeConference() on the consult interaction. The consult
interaction must be in InteractionState.Active to complete the conference.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canInitiateConferenceToDestination() capability method to determine when it is possible to invoke this
method. If the meaning of the error code in the context of this method differs significantly from the generic description
given for that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.CommServerError |
|
ErrorCode.DestinationBusy |
|
ErrorCode.DestinationInvalid |
|
ErrorCode.DestinationOutOfService |
|
ErrorCode.DestinationStateInvalid |
|
ErrorCode.DestinationUnreachable |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
destination - the target DestinationI of the consultative conferenceObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory DestinationI argument is nullvoid updateCustomerEmail(EmailListEntryI emailEntry) throws ObjectInvalidException, InvalidArgumentException
InteractionI.
This method is only valid for interactions with ContactType.POM_Outbound.
A list of the current EmailListEntryI objects that are associated with this customer can be accessed by retrieving
getCustomerDetails() and then CustomerDetailsI.getEmailList(). To modify the email address, the
client application should invoke EmailListEntryI.setEmailAddress(java.lang.String) with the updated email address and then invoke
this method passing in the modified EmailListEntryI object.
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the updated EmailListEntryI object. This can be retrieved by invoking
getCustomerDetails() and then CustomerDetailsI.getEmailList() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUpdateCustomerEmail() capability method to determine when it is possible to invoke this method. If
the meaning of the error code in the context of this method differs significantly from the generic description given for
that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.InvalidInteractionState |
emailEntry - the modified EmailListEntryI object to be updated on the serverObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory EmailListEntryI argument is nullvoid updateCustomerPhone(PhoneListEntryI phoneEntry) throws ObjectInvalidException, InvalidArgumentException
InteractionI.
This method is only valid for interactions with ContactType.POM_Outbound.
A list of the current PhoneListEntryI objects that are associated with this customer can be accessed by retrieving
getCustomerDetails() and then CustomerDetailsI.getPhoneList(). To modify details associated with
the phone entry, the client application should call the appropriate setter methods on PhoneListEntryI object and
then invoke this method passing in the modified PhoneListEntryI object.
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the updated PhoneListEntryI object. This can be retrieved by invoking
getCustomerDetails() and then CustomerDetailsI.getPhoneList() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUpdateCustomerPhone() capability method to determine when it is possible to invoke this method. If
the meaning of the error code in the context of this method differs significantly from the generic description given for
that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.InvalidInteractionState |
phoneEntry - the modified PhoneListEntryI object to be updated on the serverObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory PhoneListEntryI argument is nullvoid updateCustomerAddress(PostalAddressListEntryI addressEntry) throws ObjectInvalidException, InvalidArgumentException
InteractionI.
This method is only valid for interactions with ContactType.POM_Outbound.
A list of the current PostalAddressListEntryI objects that are associated with this customer can be accessed by
retrieving getCustomerDetails() and then CustomerDetailsI.getPostalAddressList(). To modify details
associated with the postal address entry, the client application should call the appropriate setter methods on the
PostalAddressListEntryI object and then invoke this method passing in the modified PostalAddressListEntryI
object.
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the updated PostalAddressListEntryI object. This can be retrieved by
invoking getCustomerDetails() and then CustomerDetailsI.getPostalAddressList() on the updated object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUpdateCustomerAddress() capability method to determine when it is possible to invoke this method. If
the meaning of the error code in the context of this method differs significantly from the generic description given for
that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.InvalidInteractionState |
addressEntry - the modified PostalAddressListEntryI object to be updated on the serverObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the mandatory PostalAddressListEntryI argument is nullvoid updateCustomerName(java.lang.String title,
java.lang.String firstName,
java.lang.String lastName)
throws ObjectInvalidException,
InvalidArgumentException
InteractionI.
This method is only valid for interactions with ContactType.POM_Outbound.
The customer name can be accessed by retrieving getCustomerDetails() and then
CustomerDetailsI.getTitle(), CustomerDetailsI.getFirstName() and CustomerDetailsI.getLastName(). To
modify any of the name properties of the customer, the client application can pass appropriate arguments to this method.
If successful, a NotificationType.UPDATE notification will be sent to the application and the updated
InteractionI object will contain the updated customer name. This can be retrieved by invoking
getCustomerDetails() on the updated object and then CustomerDetailsI.getTitle(),
CustomerDetailsI.getFirstName() or CustomerDetailsI.getLastName().
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUpdateCustomerName() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.OutOfService |
|
ErrorCode.InvalidInteractionState |
title - the title of the customer to updatefirstName - the first name of the customer to updatelastName - the last name of the customer to updateObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if all of the arguments are either null or emptyvoid endConference()
throws ObjectInvalidException
InteractionI be ended.
This method is only valid for interactions with ContactType.POM_Outbound. This method is only available for the
conference owner.
If successful, the third party is dropped out of the conference bring this back to a two party interaction between the
conference owner and the customer. A NotificationType.UPDATE notification will be sent to the application with the
updated InteractionI object.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canEndConference() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active. |
ErrorCode.InvalidRequest |
The interaction is not currently involved in a consultative relationship that can be completed as a conference. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
|
ErrorCode.ConferenceFeatureError |
ObjectInvalidException - if the InteractionI object has been deletedvoid changeConferenceOwner()
throws ObjectInvalidException
This method is only valid for interactions with ContactType.POM_Outbound. This method is only valid for the
UserI that is the current conference owner. It is also only valid if there is a UserI representing another
agent on this conference.
If successful, the UserI representing the other agent on the three party conference becomes the conference owner. A
NotificationType.UPDATE notification will be sent to the application with the updated InteractionI object
which will have reduced capabilities for this user on the conference (due to relinquishing ownership of the conference). If
a conference owner wishes to drop themselves out of a three party conference via end(), they must change
conference owner first.
If a failure occurs, a NotificationType.ERROR notification will be sent to the client application with the
ErrorI object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canChangeConferenceOwner() capability method to determine when it is possible to invoke this method. If
the meaning of the error code in the context of this method differs significantly from the generic description given for
that error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active. |
ErrorCode.OutOfService |
ObjectInvalidException - if the InteractionI object has been deletedvoid openMedia()
throws ObjectInvalidException
Open the MediaI channel for this Interaction.
MediaI objects convey the media for a contact; usually text-based contacts. Examples are web chat messages and email content. For example, a typical web chat
contact flow might work like this. A client using the API has an Alerting Interaction. If Answered, an Interaction Update will be sent to the
client specifying that this is a Web Chat message; and specifying a new capability: canOpenMedia.
At this stage, the client would call openMedia(). This will result in a NEW MediaI object being sent from CCS, which will be deserialized to
a WebChatMediaI object. New web chat messages from the agent will now be sent using the established Media path; and new web chat messages
sent from the customer will arrive as new MediaI notifications.
Before opening a media session on the Interaction, first check that it is possible to do so by calling canOpenMedia()
See MediaI for more details on multimedia contacts.
ObjectInvalidException - if the InteractionI object has been deletedvoid setMedia(com.avaya.ccs.core.Media interactionMedia)
interactionMedia - the Media object to setcom.avaya.ccs.core.Media getMedia()
MediaI member of this Interactionjava.lang.String toJsonStringMaskSensitive()
boolean isConference()
throws ObjectInvalidException
ObjectInvalidException - if the InteractionI object has been deletedboolean isConsult()
throws ObjectInvalidException
ObjectInvalidException - if the InteractionI object has been deletedboolean isAutoAnswered()
boolean isConsultedAgent()
void endConsult()
throws ObjectInvalidException
ObjectInvalidException - if the InteractionI object has been deletedvoid consult(java.lang.String destination)
throws ObjectInvalidException,
InvalidArgumentException
destination - the target of the consult initiationObjectInvalidException - if the InteractionI object has been deletedInvalidArgumentException - if the argument is either null or emptyvoid updateClosedReasonCode(java.lang.String code)
throws ObjectInvalidException
code - closedReasonCodeObjectInvalidException - if the InteractionI object has been deletedvoid getSkillsets()
throws ObjectInvalidException
ObjectInvalidExceptionvoid requestApprovalStatus()
throws ObjectInvalidException
ObjectInvalidExceptionvoid requestReviewEmail(java.lang.String reviewType,
java.util.Map<com.avaya.ccs.core.CommandArgs.Argument,java.lang.String> queryParams,
java.lang.String data)
throws ObjectInvalidException
ObjectInvalidException