Introduction

Enreach Websocket API (RTE, Real-Time Engine) is a Microsoft SignalR-based WebSocket API providing real-time data updates to browsers or native clients.

It enables the clients to receive updated information about user availabilities, queue statuses, new callback items, etc. with a real-time notification instead of having to constantly poll the REST API. This produces a better user experience and greatly decreases the load inflicted on the infrastructure.

More information about SignalR and how to implement client can be found from Mirosoft SignalR client documentation. Microsoft provides SignalR client libraries for JavaScript, .NET, and Java.

Note that Benemen was renamed to Enreach in 2022, and corresponding naming changes were applied to technical products and documentation as well. Some documentation and technical details (XML namespaces, domain names) may still contain Benemen references.

Client authentication

RTE authenticates clients with a JWT generated by REST API GET /token/{userid}/rte/ endpoint.

The client gets the RTE token from REST API and passes it as a parameter to establish a connection with the RTE hub. If the user got authenticated successfully a WebSocket connection will be established. Otherwise, the client will get 401 Unauthorized as a response.

JWT is validated only when a new connection is established. The connection can remain open indefinitely.

High level authentication and communication flow is presented in diagram below:

Client gets JWT token from REST API
Client establishes a connection with RTE hub and passes JWT token as a parameter
RTE hub validates JWT token and establishes a WebSocket connection
Client subscribes to events
RTE hub sends event data to the client

Authentication flow

Interface

RTE provides public interface to establish connection and manage the subscriptions.

Establishing a connection

//signalr.js from Microsoft must be referenced on the page

// retrieve RTE url and token from REST API
var url = "https://api-silox.enreachvoice.com/token/me/rte/";
const response = await fetch(url, {
  method: 'GET',
  headers: headers,
});

// response contains RTE Url and the JWT token
// {
//    "WssEndpoint": "wss://rte-silox.enreachvoice.com/rte",
//    "Token": "base64-encoded-jwt-token"
//  }
//

// create connection
var connection = new signalR.HubConnectionBuilder()
    .withUrl(response.WSSEndpoint, { accessTokenFactory: () => response.Token })
    .withAutomaticReconnect()
    .build();

using Microsoft.AspNetCore.SignalR.Client;


var RTEHubConnection = new HubConnectionBuilder()
    .WithUrl(rteUrl, options =>
    {
        options.Transports = Microsoft.AspNetCore.Http.Connections.HttpTransportType.WebSockets;
        options.AccessTokenProvider = () => Task.FromResult(RTEToken);
    }).Build();

A new connection is created using HubConnectionBuilder. RTE url and authentication token are obtained via REST API. See Authentication section.

Hub Methods

Clients call public methods on hubs via the invoke method of the HubConnection. The invoke method accepts:

The name of the hub method.
Arguments defined in the hub method.

RTE Hub provides following methods

Method	Arguments	Description
Subscribe	Array of EntitySubscription	Subscribes to the specific events, return array of SubscriptionResult
Unsubscribe	Array of EntitySubscription	Unsubscribes from the specific events, return array of SubscriptionResult
UnsubscribeAll	None	Unsubscribes from all events
AvailableSubscriptions	None	Returns an array of strings where each item is an event name
ActiveSubscriptions	None	Returns an array of Subscriptions for all active subscriptions for the session

Receiving events

Example of receiving messages from the hub, and print them to the console


    connection.on("MessageReceived", function (message) {
            console.log(JSON.stringify(message.data));
    });

To receive messages from the hub, define a method to process MessageReceived events. This is the only event emitted from the hub. MessageReceived payload contains subscription details and event data.

EntitySubscription

Example subscription payload used in Subscribe and Unsubscribe methods

[
    { 
        EntityId: "c9eeb030-ff4b-ea11-ac9c-00155d4fdcf3", 
        EventName: "QueueStatus" 
    },
    {
        EntityId: "a1eeb030-ff4b-ea11-ac9c-00155d4fdcf3", 
        EventName: "UserStatus"
    }
]

EntitySubscription used to subscribe and unsubscribe specific Events for a specific EntityId.

Property	Type	Description
EntityId	string	Entity id. QueueId for Queues, UserId for Users and CallListId for CallLists
EventName	string	Event name

SubscriptionResult

Example subscription result:


{
    "subscribed": true,
    "message": null,
    "entityId": "c9eeb030-ff4b-ea11-ac9c-00155d4fdcf3",
    "eventName": "queuestatus"
}

SubscriptionResult is returned by Subscribe and Unsubscribe methods.

Property	Type	Description
subscribed	boolean	Indicates if subscription was successful
message	string	Error message if subscription failed
entityId	string	Entity id
eventName	string	Event name

MessageReceived

Example MessageReceived payload of UserStatus event

{
  "subscription": {
    "id": "81352549-c0be-4d58-bc76-79a29ac92e1d",
    "allRootEntities": false,
    "rootEntityId": "29f6e823-b484-e611-80c9-00505689257e",
    "rootEntityType": "Organization",
    "organizationId": "29f6e823-b484-e611-80c9-00505689257e",
    "eventType": "UserStatus",
    "entityType": "User",
    "entityId": "aa9730c4-ce86-e611-80c9-00505689257e",
    "allEntities": false
  },
  "data": {
    "rootEntityType": "Organization",
    "rootEntityId": "29f6e823-b484-e611-80c9-00505689257e",
    "eventType": "UserStatus",
    "entityType": "User",
    "entityId": "aa9730c4-ce86-e611-80c9-00505689257e",
    "messageTTLSeconds": 60,
    "userId": "aa9730c4-ce86-e611-80c9-00505689257e",
    "organizationId": "29f6e823-b484-e611-80c9-00505689257e",
    "canBeAllocatedTo": true,
    "talking": false,
    "activeQueueId": null,
    "available": true,
    "schedule": true,
    "serving": true,
    "serviceTerminals": 1,
    "activeQueues": 2,
    "parkedCalls": 0,
    "wrapUpEnd": null,
    "servingCallback": false,
    "fetchMode": true,
    "id": "aa90c608-7fd4-4c59-af60-d8141470e85b",
    "timestamp": "2023-10-19T14:21:19.7009158Z"
  }
}

MessageReceived payload contains subscription details and event data.

Property	Type	Description
subscription	object	Subscription
data	object	Event data payload depends on the event type. Please refer to the User, Queue and CallList sections for more details.

Subscription

Subscription contains details about the subscription.

Property	Type	Description
id	string	Subscription id
allRootEntities	boolean	Indicates if subscription is for all root entities
rootEntityId	string	Root entity id
rootEntityType	string	Root entity type
organizationId	string	Organization id
eventType	string	Event type
entityType	string	Entity type
entityId	string	Entity id
allEntities	boolean	Indicates if subscription is for all entities

Managing Subscriptions

Subscribing to events

Example Subscription

// list of events & entities to subscribe to
var subscriptions = new Array();

subscriptions.push({
  EntityId: "a1eeb030-ff4b-ea11-ac9c-00155d4fdcf3", // UserId of the user, we want to subscribe UserStatus events to
  EventName: "UserStatus" // Event name 
});

subscriptions.push({
  EntityId: "c9eeb030-ff4b-ea11-ac9c-00155d4fdcf3",  // QueueId of the queue, we want to subscribe QueueStatus events to
  EventName: "QueueStatus" // Event name
});

// Call 'Subscribe' method.
connection.invoke("Subscribe", subscriptions).then(function (payload) {
        console.log("Subscription result: " + JSON.stringify(payload));
    }).catch(function (err) {
    return console.error(err.toString());
});


// Handler to process received events, just pretty print it to the console
connection.on("MessageReceived", function (message) {
  console.log("Message details: " + JSON.stringify(message, null, 2));
});


public class ClientSubscriptionModel
{
    public string EntityId { get; set; }
    public string EventName { get; set; }
}

public class RTEMessage
{
    public ClientSubscriptionModel Subscription { get; set; }
    public dynamic Data { get; set; }
}

RTEHubConnection.On<RTEMessage>("MessageReceived", (message) =>
{
    RTE_Message_Received(message.subscription, message.data);
});


ClientSubscriptionModel[] subscriptions = new ClientSubscriptionModel[2];
subscriptions[0] = new ClientSubscriptionModel
{
    EntityId = "a1eeb030-ff4b-ea11-ac9c-00155d4fdcf3",
    EventName = "UserAvailability"
};

subscriptions[1] = new ClientSubscriptionModel
{
    EntityId = "c9eeb030-ff4b-ea11-ac9c-00155d4fdcf3",
    EventName = "UserCallIncoming"
};

RTEHubConnection.InvokeAsync("Subscribe", subscriptions);

public void RTE_Message_Received(ClientSubscriptionModel subscription, dynamic payload)
{
}

When the connection is established it is possible to subscribe for the specific events and define handlers to process subscription results and arrived event’s data.

To subscribe to events, you must define the entity (User, Queue or CallList) and event name. It is important to note, that not all events are available for all entities. For example, UserCallIncoming event is available only for User entity. And QueueCallIncoming event is available only for Queue entity.

Event name list can be retrieved by calling AvailableSubscriptions method.

Managing subscriptions on disconnect and reconnect is a client responsibility. RTE does not store subscriptions and does not restore them on reconnect.

Subscription validation and authorization

Every subscription item is validated with the following logic:

Is EntityId a valid Guid type. If not - validation failed, "Invalid EntityId" will be returned as validation result.
Does EventName have a valid name. If not - validation failed, "Invalid event name" will be returned as validation result.
Does the current user have permission to subscribe to this event. If not - validation failed, "Unauthorized" will be returned as validation result.

If validation is successful, the subscription will be created and the result will be returned as "subscribed": true.

Example subscription payload

[
    { 
        EntityId: "c9eeb030-ff4b-ea11-ac9c-00155d4fdcf3", 
        EventName: "QueueStatus" 
    },
    {
        EntityId: "a1eeb030-ff4b-ea11-ac9c-00155d4fdcf3", 
        EventName: "UserStatus"
    }
]

Example subscription result:


[
    {
        "subscribed": true,
        "message": null,
        "entityId": "c9eeb030-ff4b-ea11-ac9c-00155d4fdcf3",
        "eventName": "queuestatus"
    },
    {
        "subscribed": false,
        "message": "Unauthorized",
        "entityId": "a1eeb030-ff4b-ea11-ac9c-00155d4fdcf3",
        "eventName": "userstatus"
    }
]

Unsubscribing

it is possible to unsubscribe from a specific events or all events at once. 'Unsubscribe' method accepts an array of json objects containing EntityId and EventName.

Example Unsubscribe

// list of events & entities to unsubscribe from
var subscriptions = new Array();
subscriptions.push({
  EntityId: "a1eeb030-ff4b-ea11-ac9c-00155d4fdcf3", 
  EventName: "UserAvailability" 
});


// This will delete subscriptions for the specific events and return true on success.
connection.invoke("Unsubscribe", subscriptions).then(function (payload) {
            console.log("Unsubscription result: " + JSON.stringify(payload));
        }).catch(function (err) {
    return console.error(err.toString());
});

//This will delete all subscriptions and return true on success.
connection.invoke("UnsubscribeAll").then(function (payload) {
            console.log("UnsubscribeAll result: " + JSON.stringify(payload));
        }).catch(function (err) {
    return console.error(err.toString());
});

Get available subscription events

All available subscription events can be retrieved by calling "AvailableSubscriptions" method. The result will be presented as an array of strings where each item is an event name.

Note that not all events are available for all entities. For example, UserCallIncoming event is available only for User entity. And QueueCallIncoming event is available only for Queue entity.

connection.invoke("AvailableSubscriptions", subscriptions).then(function (payload) {
            console.log("Available subscriptions " + JSON.stringify(payload));
        }).catch(function (err) {
    return console.error(err.toString());
});

Get Active subscription events

ActiveSubscription for the session can be retrieved by calling "ActiveSubscriptions" method. The result will be presented as an array of Subscription.

connection.invoke("ActiveSubscriptions").then(function (payload) {
            console.log("Available subscriptions " + JSON.stringify(payload));
        }).catch(function (err) {
    return console.error(err.toString());
});

User

Event: UserAlert

Example payload of Event: UserAlert

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserAlert",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "AlertId": "00000000-0000-0000-0000-000000000000",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "ConditionName": "Example ConditionName",
  "ConditionValue": "Example ConditionValue",
  "ConditionExpression": "Example ConditionExpression",
  "Value": "Example Value",
  "Id": "267b246b-bc69-47fe-92ba-89179785a574",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

This is emitted when a service pool alert defined by the user is triggered.

Property name	Value type	Description
AlertId	Guid	Id of alert.
ConditionExpression	string	Expression of the triggered condition.
ConditionName	string	Name of the triggered condition.
ConditionValue	string	Value of the triggered condition.
OrganizationId	Guid	Id of related organization.
UserId	Guid	Id of target user.
Value	string	Actual value for the triggered condition.

Event: UserAvailability

Example payload of Event: UserAvailability

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserAvailability",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "UserName": "user.name@example.com",
  "ProfileId": "00000000-0000-0000-0000-000000000000",
  "Availability": "Example Availability",
  "StartTime": "0001-01-01T00:00:00",
  "EndTime": "0001-01-01T00:00:00",
  "Note": "Example Note",
  "EventSource": "Example EventSource",
  "TransferNumber": "+123457890123",
  "Id": "8c84c563-5414-4ce7-933d-c533cd575d32",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

User's current availability state

Property name	Value type	Description
Availability	string	Availability state, possible values: Available, Busy, DoNotDisturb, OffWork, BRB, Away
EndTime	DateTime	End time of the state, DateTime.MaxValue if the state is continuous
EventSource	String	Availability event source from db
Note	String	User-defined message or description
OrganizationId	Guid	Id of related organization.
ProfileId	Guid	Id of the availability profile in database.
StartTime	DateTime	Start time of the state
TransferNumber	string	The phone number calls are transferred to if appropriate.
UserId	Guid	Id of target user.
UserName	string	Username of target user.

Event: UserCallAvailableForMonitoring

Example payload of Event: UserCallAvailableForMonitoring

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallAvailableForMonitoring",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "TargetUserId": "00000000-0000-0000-0000-000000000000",
  "TargetUserName": "Example TargetUserName",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "SupervisorUserId": "00000000-0000-0000-0000-000000000000",
  "SupervisorUserName": "Example SupervisorUserName",
  "QueueName": "Example QueueName",
  "QueueId": null,
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "AgentLegId": "Example AgentLegId",
  "SupervisorTerminalNumber": "+123457890123",
  "SupervisionCallInNumber": "+123457890123",
  "CallType": "Example CallType",
  "CallerNumber": "+123457890123",
  "ConnectedToAgentTime": "0001-01-01T00:00:00",
  "Id": "fc2ea1ea-7960-44b8-8ede-6d34bfcac080",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

There is a new call for a user that can be supervised by the supervisor.

Property name	Value type	Description
AgentLegId	string	LegId of of the forked call to agent
CallerNumber	string	Caller number
CallId	Guid	Id of of the supervised call.
CallType	string	Call type: servicecall (directcall) (callout)
ConnectedToAgentTime	DateTime	Time when the call was connected to the agent
LegId	string	LegId of of the supervised call.
OrganizationId	Guid	Id of related organization.
QueueId	Guid?	Id of the service queue
QueueName	string	Name of the service queue
SupervisionCallInNumber	string	Information for Supervisor UI where to call for the supervision call
SupervisorTerminalNumber	string	Which number Core should expect the supervisor call to come from
SupervisorUserId	Guid	Id of the supervisor.
SupervisorUserName	string	Name of the supervisor.
TargetUserId	Guid	Id of target user.
TargetUserName	string	User being supervised.

Event: UserCallInArrived

Example payload of Event: UserCallInArrived

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInArrived",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "UserName": "user.name@example.com",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "22f99214-6dec-4a5d-990b-8244d2468d25",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call. Current target is user. Call entered for allocation.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
TargetNumber	string	Original called number.
UserId	Guid	Id of current target user.
UserName	string	Username of current target user.

Event: UserCallInComing

Example payload of Event: UserCallInComing

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInComing",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Username": "user.name@example.com",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "f70bb941-505a-497b-85c6-60f2314eb792",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming direct call to user entered Controller.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
TargetNumber	string	Original called number.
UserId	Guid	Id of target user.
Username	string	Username of target user

Event: UserCallInDisconnected

Example payload of Event: UserCallInDisconnected

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInDisconnected",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Username": "user.name@example.com",
  "Reason": "Example Reason",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechReason": "Example TechReason",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "6b0cfd7e-f5e9-4fd6-970d-12aef726b23d",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Call in, currently for user, was disconnected.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
Reason	string	Reason for the disconnect. 'remote' or 'local'
TargetNumber	string	Original called number.
TechQueueId	Guid?	Id of then current technical queue, may be different to the service queue.
TechReason	string	Technical reason (e.g SIP cause code) for the disconnect.
UserId	Guid	Id of current target user.
Username	string	Username of target user

Event: UserCallInOverflow

Example payload of Event: UserCallInOverflow

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInOverflow",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Username": "user.name@example.com",
  "ConnectedTarget": "Example ConnectedTarget",
  "TechSource": "Example TechSource",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechQueueName": "Example TechQueueName",
  "OverflowApplet": "Example OverflowApplet",
  "TechNumber": "+123457890123",
  "TechEvent": "Example TechEvent",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "02aa3c3a-c5c4-445a-b747-01164b46e6a4",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call, currently for user, overflows to next routing target.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
ConnectedTarget	string	Currently connected target.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
OverflowApplet	string	Overflow Applet name.
OverflowReason	string	Overflow reason description, values like: NoAvailableProviders, QueueFull, UserActivelyDeclined ...
OverflowType	string	Overflow type, large set values like: AdHoc_1, ServiceOpen, QueueHandler, QueueOverflowDefault, UserTransferAll, ActPreEnter, TerminationHandling
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
TargetNumber	string	Original called number.
TechEvent	string	Technical event.
TechNumber	string	Technical source type.
TechQueueId	Guid	Id of current technical queue.
TechQueueName	string	Name of current technical queue.
TechSource	string	Overflow source type.
UserId	Guid	Id of current user.
Username	string	Username of target user

Event: UserCallInTransferCancelled

Example payload of Event: UserCallInTransferCancelled

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInTransferCancelled",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Username": "user.name@example.com",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechQueueName": "Example TechQueueName",
  "TransferApplet": "Example TransferApplet",
  "TechSource": "Example TechSource",
  "Reason": "Example Reason",
  "DetailedReason": "Example DetailedReason",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "a8e43920-558a-4175-9f0a-9c802568fb6f",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call, currently targeted to user. Transfer cancelled.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
DetailedReason	string	Detailed cancellation reason.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
Reason	string	Cancellation reason.
TargetNumber	string	Original called number.
TechQueueId	Guid	Id of current technical queue.
TechQueueName	string	Name of current technical queue.
TechSource	string	Technical source type.
TransferApplet	string	Transferring Applet name.
UserId	Guid	Id of current user.
Username	string	Transferring user's username

Event: UserCallInTransferConnected

Example payload of Event: UserCallInTransferConnected

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInTransferConnected",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Username": "user.name@example.com",
  "ConnectedTarget": "Example ConnectedTarget",
  "TransferSource": "Example TransferSource",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechQueueName": "Example TechQueueName",
  "TransferApplet": "Example TransferApplet",
  "TechSource": "Example TechSource",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "3085d3ac-abab-49ea-95cb-dcc4844f9071",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call, currently targeted to user. Transfer to overflow target connected.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
ConnectedTarget	string	Connected target.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
TargetNumber	string	Original called number.
TechQueueId	Guid	Id of current technical queue.
TechQueueName	string	Name of current technical queue.
TechSource	string	Technical source type.
TransferApplet	string	Transferring Applet name.
TransferSource	string	Transfer source.
UserId	Guid	Id of transferring current user.
Username	string	Transferring user's username

Event: UserCallInTransferStarted

Example payload of Event: UserCallInTransferStarted

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInTransferStarted",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Username": "user.name@example.com",
  "TransferTarget": "Example TransferTarget",
  "TransferSource": "Example TransferSource",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechQueueName": "Example TechQueueName",
  "TransferApplet": "Example TransferApplet",
  "TechSource": "Example TechSource",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "0bcb589b-2129-4429-aee2-34452ac5bb6f",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call, currently targeted to user. Transfer to overflow target started.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
TargetNumber	string	Original called number.
TechQueueId	Guid	Id of current technical queue.
TechQueueName	string	Name of current technical queue.
TechSource	string	Technical source type.
TransferApplet	string	Transferring Applet name.
TransferSource	string	Transfer source.
TransferTarget	string	Transfer target, guid or phone number.
UserId	Guid	Id of current transferring user.
Username	string	Transferring user's username

Event: UserCallInUserAllocated

Example payload of Event: UserCallInUserAllocated

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInUserAllocated",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "UserName": "user.name@example.com",
  "UserNumber": "+123457890123",
  "DetailedReason": "Example DetailedReason",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "45f875ee-edb6-4441-bc08-6f67b68f0810",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call, currently targeted to user. Call allocated to user.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
DetailedReason	string	Optional detailed reason for allocation.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
TargetNumber	string	Original called number.
UserId	Guid	Id of allocating User.
UserName	string	Allocation target username
UserNumber	string	Number of allocating User.

Event: UserCallInUserCancelled

Example payload of Event: UserCallInUserCancelled

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInUserCancelled",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "UserName": "user.name@example.com",
  "Reason": "Example Reason",
  "DetailedReason": "Example DetailedReason",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "8074a900-2740-4979-bbb4-5c152d4aba44",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call, currently targeted to user. Call allocation to user cancelled.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
DetailedReason	string	Detailed cancellation reason.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
Reason	string	Cancellation reason.
TargetNumber	string	Original called number.
UserId	Guid	Id of allocated user.
UserName	string	Username of cancelling user.

Event: UserCallInUserConnected

Example payload of Event: UserCallInUserConnected

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInUserConnected",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "AgentLegId": "Example AgentLegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "UserName": "user.name@example.com",
  "UserNumber": "+123457890123",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "f74e6717-14fc-4461-b996-5a351791ea56",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call, currently targeted to user. Call allocation to user connected.

Property name	Value type	Description
AgentLegId	string	LegId of of the forked call to agent
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
TargetNumber	string	Original called number.
UserId	Guid	Id of connected User.
UserName	string	Username of connected User.
UserNumber	string	Number of connected User.

Event: UserCallInUserOverflow

Example payload of Event: UserCallInUserOverflow

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallInUserOverflow",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Username": "user.name@example.com",
  "Reason": "Example Reason",
  "Target": "Example Target",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "22605af7-c7f7-4782-9474-d78be72f1ef8",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Worknumber call is overflowing to other destination

Property name	Value type	Description
CallerNumber	string	Original caller number
CallId	Guid	Id of core call event relates to
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
Reason	string	Reason for the overflow: AVAActiveProfile, BusyForTechnicalError, DND, OffWork, NoAnswer, InterruptOverflow BusyOnBusy, TransferAll, BlindTransfer
Target	string	Transfer target. Guid or phone number, or list of targets.
TargetNumber	string	Original called number
UserId	Guid	Id of transferring "responsible" user
Username	string	Username

Event: UserCallOutConnected

Example payload of Event: UserCallOutConnected

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallOutConnected",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "UserName": "user.name@example.com",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "7c513e34-6fbf-4c2e-be1e-13fd0bf818f0",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Outgoing call

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
TargetNumber	string	Original called number.
UserId	Guid	Id of calling User.
UserName	string	Username of calling User.

Event: UserCallOutDisconnected

Example payload of Event: UserCallOutDisconnected

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserCallOutDisconnected",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "UserName": "user.name@example.com",
  "Reason": "Example Reason",
  "TechReason": "Example TechReason",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "ad011d67-a7ee-4953-8ee2-2cd687008c1b",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

User call was disconnected.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
Publicity	CallEventPublicityCategory	The publicity of user's direct calls
Reason	string	Reason for the disconnect. 'remote' or 'local'
TargetNumber	string	Original called number.
TechReason	string	Technical reason (e.g SIP cause code) for the disconnect.
UserId	Guid	Id of current calling user.
UserName	string	Username of current calling user.

Event: UserSetting

Example payload of Event: UserSetting

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserSetting",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Keyword": "Example Keyword",
  "Value": "Example Value",
  "Values": null,
  "AllowedValues": null,
  "Deleted": false,
  "Level": "Undefined",
  "Id": "1b028e98-c673-46d0-82e6-3a8ce53c90a4",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

User setting changed.

Property name	Value type	Description
AllowedValues	Dictionary<string, string>	Setting allowed values.
Deleted	bool	Is setting deleted.
Keyword	string	Setting keyword
Level	UserSettingLevelEnum	Setting level for authorization
OrganizationId	Guid	Id of related organization
UserId	Guid	Id of related user
Value	string	Setting value
Values	Dictionary<string, string>	Key/Value setting values

Event: UserStatus

Example payload of Event: UserStatus

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserStatus",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "MessageTTLSeconds": 60,
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "CanBeAllocatedTo": false,
  "Talking": false,
  "TalkingStatusChanged": null,
  "ActiveQueueId": null,
  "Available": false,
  "Schedule": false,
  "Serving": false,
  "ServiceTerminals": 0,
  "ActiveQueues": 0,
  "ParkedCalls": 0,
  "WrapUpStart": null,
  "WrapUpEnd": null,
  "ServingCallback": false,
  "FetchMode": false,
  "Id": "3144cbed-7bfa-480e-a782-66ea86fb61c4",
  "Timestamp": "2020-01-01T12:00:00Z"
}

UserStatus changed. UserStatus represents users status from queue components view. Contains information about users serving status, such as talking, available and the ultimate “can receive calls” result.

Property name	Value type	Description
ActiveQueueId	Guid?	Guid of the service queue the user can be presumed be talking right now
ActiveQueues	int	Number of active queues
Available	bool	If AVA status is "available", typically when not "DND".
CanBeAllocatedTo	bool	If it is possible to allocate a call to the user. This is a composite value from several status items, "best guess".
FetchMode	bool	User is in FetchMode, no automatic allocation from ServiceQueues
OrganizationId	Guid	Id of the related organization.
ParkedCalls	int	Number of parked calls
Schedule	bool	If AVA availability code is not OffWork
ServiceTerminals	int	Number of active terminals
Serving	bool	User is serving in queues
ServingCallback	bool	User is serving in callback list "queues"
Talking	bool	If the user is having a call right now. Incoming and outgoing calls are considered as active calls even before call is connected to user
TalkingStatusChanged	DateTime?	Last time the "Talking" status changed
UserId	Guid	Id of the user.
WrapUpStart	DateTime?	If wrap up time is active then the start time, otherwise null
WrapUpEnd	DateTime?	If wrap up time is active then the end time, otherwise null

Event: UserSupervisionStatus

Example payload of Event: UserSupervisionStatus

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserSupervisionStatus",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "TargetUserId": "00000000-0000-0000-0000-000000000000",
  "TargetUserName": "Example TargetUserName",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "SupervisorUserId": "00000000-0000-0000-0000-000000000000",
  "SupervisorUserName": "Example SupervisorUserName",
  "QueueName": "Example QueueName",
  "QueueId": null,
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "SupervisorLegId": "Example SupervisorLegId",
  "State": 0,
  "Id": "168a73f0-4139-42bd-82f0-10e56a1d06a5",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

This is emitted when supervisor status relating to a call changed.

Property name	Value type	Description
CallId	Guid	Id of of the supervised call.
LegId	string	LegId of of the supervised call.
OrganizationId	Guid	Id of related organization.
QueueId	Guid?	Id of the service queue
QueueName	string	Name of the service queue
State	SupervisionState	Supervision state relating to the call.
SupervisorLegId	string	Optional LegId of of the supervisor incoming call.
SupervisorUserId	Guid	Id of the supervisor.
SupervisorUserName	string	User supervising.
TargetUserId	Guid	Id of target user.
TargetUserName	string	User being supervised.

Event: UserWrapUpEnabled

Example payload of Event: UserWrapUpEnabled

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserWrapUpEnabled",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "MaxWrapUpDurationSec": 0,
  "Id": "dfce3c42-1179-4e8b-abf4-a2f6627025f8",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Event emitted after a service call connects to indicate that wrap-up time is enabled for the call. This is used by clients supporting wrap-up functionality to indicate to the end user that wrap-up time is in progress after the call completes.

This event is followed by UserWrapUpStarted and UserWrapUpTerminated events.

Property name	Value type	Description
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
MaxWrapUpDurationSec	int	Max wrap-up duration, seconds
OrganizationId	Guid	Id of related organization.
QueueId	Guid	Id of target user.
UserId	Guid	Id of target user.

Event: UserWrapUpStarted

Example payload of Event: UserWrapUpStarted

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserWrapUpStarted",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "MaxWrapUpDurationSec": 0,
  "Id": "7c745d67-0ab1-4396-b717-69b44a3aff06",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Event emitted after a call with wrap-up functionality enabled disconnects and thus wrap-up time starts. It is relayed to supporting clients to indicate that wrap-up is ongoing and no calls are allocated during that time.

Property name	Value type	Description
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
MaxWrapUpDurationSec	int	Max wrap-up duration, seconds
OrganizationId	Guid	Id of related organization.
QueueId	Guid	Queue Id
UserId	Guid	Id of target user.

Event: UserWrapUpTerminated

Example payload of Event: UserWrapUpTerminated

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "UserWrapUpTerminated",
  "EntityType": "User",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "UserId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "Reason": "Example Reason",
  "ElapsedTimeSec": 0,
  "Id": "13d601c2-4013-4ce7-8e43-4e278f69b281",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Emitted after wrap-up time for given call ends. It is emitted both when the maximum allowed time is up, and when an explicit termination request has been handled by the backend.

Property name	Value type	Description
CallId	Guid	Id of core call event relates to.
ElapsedTimeSec	int	How long the wrap-up time was on
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
QueueId	Guid	Queue Id
Reason	string	Reason for termination: e.g "manual" or "timer"
UserId	Guid	Id of target user.

Queue

Event: QueueCallInArrived

Example payload of Event: QueueCallInArrived

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "QueueCallInArrived",
  "EntityType": "Queue",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueName": "Example QueueName",
  "QueueNumber": "+123457890123",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "a8429127-45bc-402c-a294-52f6ce12c9df",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call was accepted into service queue.

Property name	Value type	Description
CallerNumber	string	Original caller number
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
QueueId	Guid	Id of allocating service queue.
QueueName	string	Name of allocating service queue.
QueueNumber	string	Number of allocating service queue
TargetNumber	string	Original called number

Event: QueueCallInComing

Example payload of Event: QueueCallInComing

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "QueueCallInComing",
  "EntityType": "Queue",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueName": "Example QueueName",
  "QueueNumber": "+123457890123",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "8fcca4c0-4d00-4459-862c-a0fee51604cf",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

New incoming call to service or technical queue entered Controller.

Property name	Value type	Description
CallerNumber	string	Original caller number
CallId	Guid	Id of core call event relates to
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization
QueueId	Guid	Id of service queue
QueueName	string	Name of target service or technical queue
QueueNumber	string	Number of target service or technical queue
TargetNumber	string	Original called number

Event: QueueCallInDisconnected

Example payload of Event: QueueCallInDisconnected

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "QueueCallInDisconnected",
  "EntityType": "Queue",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueName": "Example QueueName",
  "Reason": "Example Reason",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechReason": "Example TechReason",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "ed4ff0b5-dd72-476f-95d3-5dc842dfea59",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call was disconnected, the current owner (original target might have been e.g. agent) is service or technical queue.

Property name	Value type	Description
CallerNumber	string	Original caller number
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization
QueueId	Guid	Id of the last service queue the call has visited, or if none then the latest technical queue.
QueueName	string	Name of last service queue the call has visited.
Reason	string	Reason for the disconnect. 'remote' or 'local'
TargetNumber	string	Original called number
TechQueueId	Guid?	Id of then current technical queue, may be different to the service queue.
TechReason	string	Informative technical local reason for the disconnect. E.g "busy_on_busy", "ivr_menu_failure" etc.

Event: QueueCallInOverflow

Example payload of Event: QueueCallInOverflow

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "QueueCallInOverflow",
  "EntityType": "Queue",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueName": "Example QueueName",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechQueueName": "Example TechQueueName",
  "OverflowApplet": "Example OverflowApplet",
  "TechSource": "Example TechSource",
  "TechNumber": "+123457890123",
  "TechEvent": "Example TechEvent",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "8998603c-e85a-4a6f-8819-6f724ac583fc",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call. Current handler is service or technical queue. This is generic event sent when then call overflows to the next routing point.

Property name	Value type	Description
CallerNumber	string	Original caller number
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
OverflowApplet	string	Technical name of the current applet.
OverflowReason	string	Overflow reason description, values like: NoAvailableProviders, QueueFull, UserActivelyDeclined ...
OverflowType	string	Overflow type, large set values like: AdHoc_1, ServiceOpen, QueueHandler, QueueOverflowDefault, UserTransferAll, ActPreEnter, TerminationHandling
QueueId	Guid	Id of the last service queue the call has visited, or if none then the latest technical queue.
QueueName	string	Name of the service queue.
TargetNumber	string	Original called number
TechEvent	string	Technical event name.
TechNumber	string	Technical source number if any.
TechQueueId	Guid	Id of then current technical queue, may be different to the service queue.
TechQueueName	string	Name of the current technical queue.
TechSource	string	Technical source type.

Event: QueueCallInTransferCancelled

Example payload of Event: QueueCallInTransferCancelled

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "QueueCallInTransferCancelled",
  "EntityType": "Queue",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueName": "Example QueueName",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechQueueName": "Example TechQueueName",
  "TransferApplet": "Example TransferApplet",
  "TechSource": "Example TechSource",
  "Reason": "Example Reason",
  "DetailedReason": "Example DetailedReason",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "f27440ed-1d50-4fcf-8dab-320090c36fa7",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call. Current target is service or technical queue. Transferring the call forward was cancelled.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
DetailedReason	string	Detailed cancellation reason.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization
QueueId	Guid	Id of transferring service queue.
QueueName	string	Name of transferring service queue.
Reason	string	Cancellation reason.
TargetNumber	string	Original called number.
TechQueueId	Guid	Id of current technical queue, may differ from QueueId.
TechQueueName	string	Name of current transferring technical queue.
TechSource	string	Technical source type.
TransferApplet	string	Current transferring Applet name.

Event: QueueCallInTransferConnected

Example payload of Event: QueueCallInTransferConnected

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "QueueCallInTransferConnected",
  "EntityType": "Queue",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueName": "Example QueueName",
  "ConnectedTarget": "Example ConnectedTarget",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechQueueName": "Example TechQueueName",
  "TransferApplet": "Example TransferApplet",
  "TechSource": "Example TechSource",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "f7e96378-9bce-48b6-a4e1-f2faccecc92d",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call. Current target is service or technical queue. Transferring the call forward was connected.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
ConnectedTarget	string	Transfer target. Guid or phone number.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
QueueId	Guid	Id of transferring queue.
QueueName	string	Name of transferring service queue
TargetNumber	string	Original called number.
TechQueueId	Guid	Id of current technical queue. May differ from QueueId.
TechQueueName	string	Name of current technical queue.
TechSource	string	Technical source type.
TransferApplet	string	Transferring Applet name.

Event: QueueCallInTransferStarted

Example payload of Event: QueueCallInTransferStarted

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "QueueCallInTransferStarted",
  "EntityType": "Queue",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "CallId": "00000000-0000-0000-0000-000000000000",
  "LegId": "Example LegId",
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueName": "Example QueueName",
  "TransferTarget": "Example TransferTarget",
  "TransferSource": "Example TransferSource",
  "TechQueueId": "00000000-0000-0000-0000-000000000000",
  "TechQueueName": "Example TechQueueName",
  "TransferApplet": "Example TransferApplet",
  "TechType": "Example TechType",
  "CallerNumber": "+123457890123",
  "TargetNumber": "+123457890123",
  "Id": "b8ffaeb6-2d12-48a3-a081-b16208ec02af",
  "Timestamp": "2020-01-01T12:00:00Z",
  "MessageTTLSeconds": -1
}

Incoming call. Current target is service or technical queue. Transferring the call forward was started.

Property name	Value type	Description
CallerNumber	string	Original caller number.
CallId	Guid	Id of core call event relates to.
LegId	string	Id of core call leg event relates to.
OrganizationId	Guid	Id of related organization.
QueueId	Guid	Id of transferring queue.
QueueName	string	Name of transferring queue.
TargetNumber	string	Original called number.
TechQueueId	Guid	Id of current technical queue. May differ from QueueId.
TechQueueName	string	Name of current technical queue.
TechType	string	Technical source type.
TransferApplet	string	Transferring Applet name.
TransferSource	string	Transfer source.
TransferTarget	string	Transfer target. Guid or phone number.

Event: QueueStatus

Example payload of Event: QueueStatus

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "QueueStatus",
  "EntityType": "Queue",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "MessageTTLSeconds": 60,
  "QueueId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "QueueName": "Example QueueName",
  "NbrOfProviders": 0,
  "NbrOfRequesters": 0,
  "NbrOfServingAgentsEstimate": 0,
  "NbrOfAllocated": 0,
  "NbrOfConnected": 0,
  "NbrOfQueuingRequesters": 0,
  "NbrOfNotServedRequesters": 0,
  "NbrOfAgentsLongTermAway": 0,
  "NbrOfAgentsShortTermAway": 0,
  "NbrOfAgentsImmediatelyFree": 0,
  "NbrOfAgentsCheckedInQueue": 0,
  "NbrOfAgentsOnWrapUp": 0,
  "NbrOfAgentsOnFetchMode": 0,
  "MaxWaitTime": 0,
  "OpenStatus": 0,
  "Id": "a10387c9-a98b-4a1a-98fb-f8532587164d",
  "Timestamp": "2020-01-01T12:00:00Z"
}

Service queue status message, contains various counter values. Sent by Controller periodically if the status of the queue has changed since the last event.

Property name	Value type	Description
MaxWaitTime	long	Maximum current wait time in queue
NbrOfAgentsCheckedInQueue	int	Total number agents that are serving in the queue (away or not).
NbrOfAgentsImmediatelyFree	int	Number agents that are immediately free for service.
NbrOfAgentsLongTermAway	int	Number agents that are not currently available for service in long term (e.g DND state).
NbrOfAgentsOnFetchMode	int	Total number agents that are currently in FetchMode (no automatic allocation).
NbrOfAgentsOnWrapUp	int	Total number agents that are serving in the queue (away or not).
NbrOfAgentsShortTermAway	int	Number agents that are not currently available for service in short term (e.g. already talking).
NbrOfAllocated	int	Number of current allocated calls in the queue.
NbrOfConnected	int	Number of current connected (served by agent) calls in the queue.
NbrOfNotServedRequesters	int	Number of calls currently not being served by an agent right now
NbrOfProviders	int	Total number of current providers (agents) in the queue.
NbrOfQueuingRequesters	int	Number of current queuing calls in the queue
NbrOfRequesters	int	Total number of current requesters (calls) in the queue.
NbrOfServingAgentsEstimate	int	Estimated number of current serving agents in the queue.
OpenStatus	int	Queue open status estimation NA = 0 NoActiveHandler = 1 : There are no active handling endpoints/numbers for the queue. So basically "Closed" NoActiveHandlerUncertain = 2 : There are no active handling endpoints/numbers for the queue. But uncertain due script on some handlers. Closed = 3 : The only active handler is "ServiceClosed". ClosedUncertain = 4 : The only active handler is "ServiceClosed". But uncertain due script on some handlers. Open = 5 : Queue is open. OpenUncertain = 6 : Queue is open. But uncertain due script on some handlers.
OrganizationId	Guid	Id of related organization.
QueueId	Guid	Id of service queue.
QueueName	string	Name of service queue.

CallList

Event: CallbackChanged

Example payload of Event: CallbackChanged

{
  "RootEntityType": "Organization",
  "RootEntityId": "00000000-0000-0000-0000-000000000000",
  "EventType": "CallbackChanged",
  "EntityType": "CallList",
  "EntityId": "00000000-0000-0000-0000-000000000000",
  "MessageTTLSeconds": 120,
  "CallBackId": "00000000-0000-0000-0000-000000000000",
  "CallListId": "00000000-0000-0000-0000-000000000000",
  "OrganizationId": "00000000-0000-0000-0000-000000000000",
  "Modified": "0001-01-01T00:00:00",
  "AssignedUserId": null,
  "LastAttemptUserId": null,
  "LastModifiedUserId": null,
  "LastAttemptTypeId": null,
  "ContactName": "Example ContactName",
  "ContactNumber": "+123457890123",
  "ContactMessage": "Example ContactMessage",
  "Note": "Example Note",
  "QueueId": null,
  "ChannelIn": "Example ChannelIn",
  "CreationTime": "0001-01-01T00:00:00",
  "Created": false,
  "IsClosed": false,
  "RecordingId": null,
  "TypeId": 0,
  "DueDate": null,
  "CallId": null,
  "TranscriptId": null,
  "ClassificationId": null,
  "ExpiryDate": null,
  "LastAttemptTimestamp": null,
  "LastAttemptNote": "Example LastAttemptNote",
  "CalculatedPriority": "Example CalculatedPriority",
  "NotBefore": null,
  "CallbackAttempts": null,
  "CallbackExtras": null,
  "CallbackRelatedItems": null,
  "Id": "81b75b6c-25c9-4266-b537-787db03d7a52",
  "Timestamp": "2020-01-01T12:00:00Z"
}

Produced when a callback request changes (is created, updated, closed etc).

Property name	Value type	Description
AssignedUserId	Guid?	Id of user the callback is currently assigned
CalculatedPriority	string	Calculated priority
CallbackAttempts	List<CallbackAttempt>	History of all handling attempts
CallbackExtras	List<CallbackExtra>	Extra name-value fields
CallBackId	Guid	CallBack Id this event relates to.
CallbackRelatedItems	List<CallbackRelatedItem>	List of cases related to this case
CallId	Guid?	The id of the original call that prompted the creation of this request
CallListId	Guid	Id of the CallList for this CallBack
ChannelIn	string	Name of the channel (usually service pool) the request came in through
ClassificationId	Guid?	If the case has been classified, id of the classification entry
ContactMessage	string	Any message left by the contact (usually empty)
ContactName	string	Contact name (usually empty)
ContactNumber	string	Contact number that is supposed to be called
Created	bool	Whether the request was created, or updated if not created
CreationTime	DateTime	WHen the request was initially created
DueDate	DateTime?	When the case is due to be handled
ExpiryDate	DateTime?	The date when the case automatically expires if not closed before it
IsClosed	bool	Whether the request is closed
LastAttemptNote	string	Note on the latest handling attempt
LastAttemptTimestamp	DateTime?	Timestamp of the latest handling attempt
LastAttemptTypeId	int?	Id of the last attempt's type
LastAttemptUserId	Guid?	Id of user that made the last attempt
LastModifiedUserId	Guid?	Id of user that made the last change, null if new or admin
Modified	DateTime	Modified date
NotBefore	DateTime?	Date before which the case should not be handled
Note	string	Internal notes on the case
OrganizationId	Guid	Id of related organization.
QueueId	Guid?	Guid of the responsible service queue or IVR queue, if any came in through
RecordingId	Guid?	Id of the corresponding audio recording (if any)
TranscriptId	Guid?	Id of the transcript created from the recording
TypeId	short	Type identifier. 1 - Explicit callback request 2 - Overflown call 3 - Call list item created manually