Genesys Availability Component

Genesys availability component

Function: fn!genesysAvailbility

Allows agent to switch their availability settings for Genesys.

Parameters

Name Keyword Type Description
Label label Text Text to display as the field label.
Label Position labelPosition Text Determines where the label appears. Valid values: "ABOVE" (default), "ADJACENT", "COLLAPSED".
Instructions instructions Text Supplemental text about this field.
Help Tooltip helpTooltip Text Displays a help icon with the specified text as a tooltip. The help icon does not show when the label position is "COLLAPSED".
Required required Boolean Determines if a value is required to submit the form. Default: false.
Disabled disabled Boolean Determines if the user is prevented from interacting with the field. Default: false.
Validations validations List of Text String Validation errors to display below the field when the value is not null.
Height height Text Determines the layout height. Valid values: “SHORT”, “MEDIUM”, “TALL”, “AUTO” (default).
Visibility showWhen Boolean Determines whether the component is displayed on the interface. When set to false, the component is hidden and is not evaluated. Default: true.
Genesys Web Services URL & Port genesysBaseUrl Text The URL and port needed to connect to Genesys Web Services Server. Valid Input: https://10.111.01.01:1000
On Availability Change onAvailabilityChange List of Save One or more variables that are updated when availability has been changed. The value to be saved will be the latest availability that has been set. Use a!save() to save a modified or alternative value to a variable.
Supported Channels supportedChannels List of Text String Determines which communication channels are supported. Valid values: "VOICE", "CHAT".
Item List Value itemListValue List of Dictionary A list of definitions that represents each item in the tab list component.
Item List Save Into itemListSaveInto List of Save One or more variables that are updated with the itemList value when the user changes it. Use a!save() to save a modified or alternative value to a variable.
On New Interaction onNewInteraction List of Save One or more variables that are updated when a new interaction is accepted. The value to be saved will be a dictionary representing the loaded call or chat. The dictionary will have two values. The interaction type and a dictionary following the Genesys resource format for the interaction type. Use a!save() to save a modified or alternative value to a variable.
On Interaction Update onInteractionUpdate List of Save One or more variables that are updated when an interaction is updated. The value to be saved will be a dictionary representing the loaded call or chat. The dictionary will have two values. The interaction type and a dictionary following the Genesys resource format for the interaction type. Use a!save() to save a modified or alternative value to a variable.
Outbound Call outboundCall Boolean Determines if the user has the ability to place an outbound call. Default: false.
On New Chat Audio onNewChatAudio Boolean Determines whether there will be an audio notification at the start of a chat interaction. The audio will be dismissed when the user accepts the chat interaction or clicks in the text response box. Default is false.
Auto Answer autoAnswer Boolean Determines if the user is automatically connected with the incoming call or chat message. Default is false.
Display Country Code displayCountryCode Boolean Determines whether the phone number that is passed from Genesys will be formatted to display the country code of the caller. Default: false.
On Concurrency Lock onConcurrencyLock List of Save Determines whether the component is disabled due to an active session in another tab. A value of true will be provided when the component is hidden and is not evaluated, else a value of false will be provided.

Genesys Call Resource Format

The Genesys availability and interaction controls components save call metadata using a dictionary format based on the Genesys Engage Call Resource. The following is the dictionary format:

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 Dictionary
    id: "S9CO8TE2TL0OJ55ABO2IC6VSRO000016"
    state: "Established"
    callUuid: "S9CO8TE2TL0OJ55ABO2IC6VSRO000016"
    connId: "006902d4aa59b025"
    deviceUri: "http://htcc/api/v2/devices/362a1dc8-0d11-4d67-9132-29fee7d62a44"
    participants: List of Dictionary: 1 item
        Dictionary
            e164Number: null (Text)
            formattedPhoneNumber: "1000"
            phoneNumber: "1000"
            digits: "1000"
    dnis: "2101"
    callType: "Internal"
    capabilities: List of Text String: 12 items
        "Hangup"
        "SingleStepConference"
        "SendDtmf"
        "DeleteUserData"
        "Hold"
        "SingleStepTransfer"
        "ClearCall"
        "DeleteUserDataPair"
        "UpdateUserData"
        "AttachUserData"
        "InitiateTransfer"
        "InitiateConference"
    userData: Dictionary
        RStrategyDBID: "167"
        CBR-IT-path_DBIDs: null (Text)
        RTargetPlaceSelected: "4005"
        RVQID: null (Text)
        RTenant: "Environment"
        RTargetObjectSelected: "?:Skill3 >= 0"
        PegAG?:Skill3 >= 0: 1
        RTargetRequested: "?:Skill3 >= 0"
        ServiceObjective: null (Text)
        RTargetPlSelDBID: "106"
        RStrategyName: "RS_RP4"
        RRequestedSkillCombination: null (Text)
        CBR-contract_DBIDs: null (Text)
        ServiceType: "default"
        RTargetTypeSelected: "2"
        CBR-actual_volume: null (Text)
        RTargetObjSelDBID: null (Text)
        CBR-Interaction_cost: null (Text)
        RRequestedSkills: null (Null)
        CustomerSegment: "default"
        RTargetRuleSelected: null (Text)
        RTargetAgentSelected: "test_agent"
        RVQDBID: null (Text)
        RTargetAgSelDBID: "120"
        RTenantDBID: "1"
    duration: "2205"
    mute: "Off"
    supervisorListeningIn: false
    monitoredUserMuted: false
    monitoring: false
    uri: "http://htcc/api/v2/me/calls/S9CO8TE2TL0OJ55ABO2IC6VSRO000016"
    path: "/calls/S9CO8TE2TL0OJ55ABO2IC6VSRO000016"

Genesys Chat Resource Format

The Genesys availability and interaction controls components save chat metadata using a dictionary format based on the Genesys Engage Chat Resource. The following is the dictionary format:

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state: "Chatting"
id: "0000Na9B26EF002G"
uri: "http://localhost:8080/api/v2/chats/0000Na9B26EF002G"
participants: List of Dictionary: 2 items
        type: "Agent"
        nickname: "Agent1"
        participantId: "009052BDEE4A003E",
        type: "Customer"
        nickname: "PersonP"
        participantId: "009052BDEE39003C"
capabilities: List of Text String: 8 items
        "AttachUserData",
        "UpdateUserData",
        "DeleteUserData",
        "Leave",
        "LeaveAndComplete",
        "Transfer",
        "Invite",
        "Consult"
userData: Field to add data
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