Media Routing API

This page features API Reference. Here is the communication flow diagram for MRE:


{"AgentId":"<agent-id>","Password":"<agent-pwd>","Extension":"<agent-extension>""Destination":"<client-destination>"}
{"AgentId":"<agent-id>","Password":"<agent-pwd>","Mrd":"<mrd-id>"}
{"AgentId":"<agent-id>","State":"<agent-state>","Mrd":"<mrdId>""ReasonCode":"<reason-code-id>"}
{"TaskId":"<task-id>","ConferenceOwner":"<conference-owner-agent-id>","ConferenceParticipant":"<conference-participant-agent-id>""Mrd":"<mrd-id>"}
{"TaskId":"<task-id>","ConferenceOwner":"<conference-owner-agent-id>","ConferenceParticipant":"<conference-participant-agent-id>""Mrd":"<mrd-id>"}
{"TaskId":"<task-id>","OwnerAgentId":"<conference-owner-agent-id>","ParticipantAgentId":"<conference-participant-agent-id>"}

{"TaskId":"<task-id>","OwnerAgentId":"<chat-owner-agent-id>","RecipientAgentId":"<Transfer-recipient-agent-id>"}
{"TaskId":"<task-id>","AgentId":"<recipient-agent-id>","PreviousAgentId":"<previous-owner-agent-id>"}
{"AgentId":"<agent-id>","State":"<agent-state>","MRD":"<mrd-id>","ReasonCode":"<reason-code-id>","StateChangeTime":"<time>"}
{"AgentId":"<agent-id">,"TaskId":"<task-id>","State":"<task-state>","Code":"<state-change-code>"}
{"AgentId":"<agent-id">,"TaskId":"<task-id>","MRD":"<mrd-id>","State":"<task-state>"}
{"Mrd":"<mrd-id>","ClientUniqueId":"<client-unique-id>","name":"Name of customer""params":["key","<value>"],}
{"MRD":"<mrd-id>","TaskId":"<task-id>","params":["key":"value"]}
{"TaskId":"<task-id>","AgentId":"<agent-id>","Status":"<task-status>"}
{"AgentId":"<agent-id>","Mrd":"<mrdId>"}
{"TaskId":"<task-id>","AgentId":"<agent-id>"}

1	Input Message Name	JMS Type	Message Body	Queue	Category	Details	Producer	Consumer
1	Agent Connect	Connect	{ "AgentId":"<agent-id>", "Password":"<agent-pwd>", "Extension":"<agent-extension>" "Destination":"<client-destination>" }	General	agent-state	Communication Server performs pre-login steps such as: - initialize agent-queue - initialize agent-loggers - login Finesse via REST or login UMM via REST - get subscription via XMPP These steps are carried out depending upon the configuration (Standalone agents or CC agents)	Chat Server	Communication Server
2	Agent Login	Login	{ "AgentId":"<agent-id>", "Password":"<agent-pwd>", "Mrd":"<mrd-id>" }	General	agent-state	Communication Server performs agent-login on Chat MRD	Chat Server	Communication Server
3	Change Agent State	AgentState	{ "AgentId":"<agent-id>", "State":"<agent-state>", "Mrd":"<mrdId>" "ReasonCode":"<reason-code-id>" }	General	agent-state	Communication server changes the state of the agent in its data-structure, and forwards the status update to MRE and Chat server	Chat Server	Communication Server
4	Conference Command Handler	Conference	{ "TaskId":"<task-id>", "ConferenceOwner":"<conference-owner-agent-id>", "ConferenceParticipant":"<conference-participant-agent-id>" "Mrd":"<mrd-id>" }	General	agent-state	When conference is initiated by the conference-owner-agent to include conference-participant-agent. Chat server starts the conference and notify Comm-Server via this message.	Chat Server	Communication Server
5	Conference Command Handler	Conference	{ "TaskId":"<task-id>", "ConferenceOwner":"<conference-owner-agent-id>", "ConferenceParticipant":"<conference-participant-agent-id>" "Mrd":"<mrd-id>" }	RoutingEngine	agent-state	Comm Server sends this message to MRE to perform conference	Communication Server	MRE
6	Conference Event Handler	TaskConferenced	{ "TaskId":"<task-id>", "OwnerAgentId":"<conference-owner-agent-id>", "ParticipantAgentId":"<conference-participant-agent-id>" }	CommunicationServer	agent-state	MRE notifies Comm Server after setting up conference.	MRE	Communication Server
7	Transfer Chat	Transfer	{ "TaskId":"<task-id>", "OwnerAgentId":"<chat-owner-agent-id>", "RecipientAgentId":"<Transfer-recipient-agent-id>" }	General	agent-state	Chat Server sends transfer command to Communication server, where chat owner agent is the agent who initiates chat and recipient agent is the intended recipient agent	Chat Server	Communication Server
8	Transfer Chat	Transfer	{ "TaskId":"<task-id>", "OwnerAgentId":"<chat-owner-agent-id>", "RecipientAgentId":"<Transfer-recipient-agent-id>" }	RoutingEngine	agent-state	Communication Server validates the owner and recipient agent, recipient agent state and task, and forwards the request to MRE	Communication Server	MRE
9	Chat Transferred Event	TaskAgentTransferred	{ "TaskId":"<task-id>", "AgentId":"<recipient-agent-id>", "PreviousAgentId":"<previous-owner-agent-id>" }	CommunicationServer	agent-state	MRE notifies Comm Server after transferring the chat.	MRE	Communication Server
10	Agent State Update	AgentState	{ "AgentId":"<agent-id>", "State":"<agent-state>", "MRD":"<mrd-id>", "ReasonCode":"<reason-code-id>", "StateChangeTime":"<time>" }	RoutingEngine	agent-state	Communication Server forwards updated state to MRE which updates it in its internal data structures <time:> Time in date time format according to UTC	Communication Server	MRE
11	Change Task State	TaskState	{ "AgentId":"<agent-id">, "TaskId":"<task-id>", "State":"<task-state>", "Code":"<state-change-code>" }	General	task-state	Chat Server forwards this command to Communciation Server, Communication Server changes the task state and forwards the state change notification to Chat Server and MRE	Chat Server	Communication Server
12	Task Sate Update	TaskState	{ "AgentId":"<agent-id">, "TaskId":"<task-id>", "MRD":"<mrd-id>", "State":"<task-state>" }	RoutingEngine	task-state	Communication Server forwards task state update to Routing Engine	Communication Server	MRE
13	New Task	Task	{ "Mrd":"<mrd-id>", "ClientUniqueId":"<client-unique-id>", "name":"Name of customer" "params":["key","<value>"], }	General	new task	Chat Server forwards new task request to Communication Server	Chat Server	Communication Server
14	New Task	NewTask	{ "MRD":"<mrd-id>", "TaskId":"<task-id>", "params":["key":"value"] }	RoutingEngine	new task	Communication Server assigns a task id and forwards this request to Routing Engine for Agent Selection	Communication Server	MRE
15	Agent Selected	TaskAgentSelected	{ "TaskId":"<task-id>", "AgentId":"<agent-id>", "Status":"<task-status>" }	CommunicationServer	new task	MRE assigns task to an agent and sends this information to Communication Server	MRE	Communication Server
16	Get Agent State	GetAgentState	{ "AgentId":"<agent-id>", "Mrd":"<mrdId>" }	General	agent-state	Chat Server fetches agent state from Communication Server using this command	Chat Server	Communication Server
17	Get Task State	GetTaskState	{ "TaskId":"<task-id>", "AgentId":"<agent-id>" }	General	task-state	Chat Server fetches task state from Communication Server using this command	Chat Server	Communication Server