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directConferenceRequest

Event NamedirectConferenceRequest
Event DescriptionEvent is emitted when an agent requests for another agent (from a certain queue) to join the active conversation, the agent desk emits an event of 'directConferenceRequest'.In response, the Routing Engine will find another available agent until TTL time expires.
Emitter Agent Desk


NameDescriptionPayload Properties

channelSession

type: Object

contains values of properties related to the session that has been established through a particular channel e.g. web.


agentParticipant

type: Object

It is a CCUser type of Object. 

The CCUser is described here.

mode

type: String

Mode is of type queue only. Possible future enhancement will include selecting a particular agent as well.

mode ='queue'


queueId

type: String

The ID of the queue from which another agent is required to be added as part of conversation


note

type: String

user defined field - may contain any message by the requesting agent.


CODE
{
  "channelSession": {
    "participantType": "ChannelSession",
    "id": "7f570b41-1d5d-4932-bffe-fcdabcec1f3d",
    "channel": {
      "id": "6227699608df8d31bb15d2e5",
      "name": "faizan-web",
      "serviceIdentifier": "1212",
      "tenant": {
        "id": "cd234bf9-0f38-42c1-8d31-b6ee21ad320f",
        "name": null
      },
      "channelConfig": {
        "id": "dab265fc-8302-4486-8363-83e7058330ca",
        "channelMode": "HYBRID",
        "conversationBot": "",
        "responseSla": 300,
        "customerActivityTimeout": 60,
        "customerIdentificationCriteria": {
          "value": null
        },
        "routingPolicy": {
          "agentSelectionPolicy": "LONGEST_AVAILABLE",
          "routeToLastAgent": true,
          "routingMode": "PULL",
          "routingObjectId": "622769a8ca110c0030fe0f31",
          "agentRequestTtl": 300
        },
        "botId": "8bce469d-91d9-43a1-bf14-1f0832396588"
      },
      "channelConnector": {
        "id": "6227693508df8d31bb15d2ca",
        "name": "faizan-web",
        "channelProviderInterface": {
          "id": "62276c5808df8d31bb15d38b",
          "name": "faizan-web",
          "supportedChannelTypes": [
            {
              "id": "622222cc5bd05f57c1c18421",
              "name": "WEB",
              "channelLogo": "_WEB.svg",
              "isInteractive": true,
              "mediaRoutingDomain": "6223b491ef484b28639e9ca4"
            }
          ],
          "providerWebhook": "https://bb5c-115-186-148-106.ngrok.io/message/receive",
          "channelProviderConfigSchema": []
        },
        "channelProviderConfigs": [],
        "tenant": {
          "id": "b846ccdb-39f4-4577-9469-c6fb17694c3a",
          "name": null
        }
      },
      "channelType": {
        "id": "622222cc5bd05f57c1c18421",
        "name": "WEB",
        "channelLogo": "_WEB.svg",
        "isInteractive": true,
        "mediaRoutingDomain": "6223b491ef484b28639e9ca4"
      }
    },
    "customer": {
      "_id": "6294565557bd6a3cc1280bb9",
      "firstName": "Jane Doe",
      "phoneNumber": [],
      "isAnonymous": true,
      "__v": 0,
      "web": [
        "43466"
      ]
    },
    "customerSuggestions": [],
    "channelData": {
      "channelCustomerIdentifier": "43466",
      "serviceIdentifier": "1212",
      "requestPriority": 0,
      "channelTypeCode": "webChannel",
      "additionalAttributes": [
        {
          "key": "WebChannelData",
          "type": "WebChannelData",
          "value": {
            "browserDeviceInfo": {
              "browserId": "123456",
              "browserIdExpiryTime": "9999",
              "browserName": "chrome",
              "deviceType": "desktop"
            },
            "queue": "",
            "locale": {
              "timezone": "asia/karachi",
              "language": "english",
              "country": "pakistan"
            },
            "formData": {
              "id": 0.9542203461353682,
              "formId": 0.5467590643299935,
              "filledBy": "web-init",
              "attributes": [
                {
                  "value": "",
                  "key": "firstName",
                  "type": "string"
                },
                {
                  "value": "",
                  "key": "lastName",
                  "type": "string"
                },
                {
                  "value": "",
                  "key": "email",
                  "type": "string"
                },
                {
                  "value": "43466",
                  "key": "channelIdentifier1",
                  "type": "string"
                }
              ],
              "createdOn": "2022-05-30T05:30:29.323Z"
            }
          }
        }
      ]
    },
    "latestIntent": null,
    "customerPresence": {
      "value": null
    },
    "isActive": true,
    "topicId": "261c271a-58e6-4571-9d25-77ad26d745d6",
    "state": "STARTED",
    "active": true
  },
  "agentParticipant": {
    "id": "688ef131-9cd6-4108-893e-033943eb2be0",
    "type": "AGENT",
    "participant": {
      "id": "a13a49f4-7ec6-436b-91b0-0fd1be205799",
      "participantType": "CCUser",
      "keycloakUser": {
        "id": "a13a49f4-7ec6-436b-91b0-0fd1be205799",
        "username": "faizan",
        "permittedResources": {
          "Resources": [
            {
              "scopes": [
                "view",
                "manage"
              ],
              "rsid": "44e205bc-86f0-4e6a-b03a-844c1317722d",
              "rsname": "leave-chat"
            },
            {
              "scopes": [
                "dummy"
              ],
              "rsid": "6e8c5866-3f42-4131-b72a-f9da6ba1bfa5",
              "rsname": "dummy"
            },
            {
              "scopes": [
                "view",
                "manage"
              ],
              "rsid": "24978903-b9c3-4823-b3bb-e5731ee37a65",
              "rsname": "state-change"
            },
            {
              "scopes": [
                "view",
                "manage"
              ],
              "rsid": "dbcb5f8c-03d5-4171-989f-b4f3365882e9",
              "rsname": "subscribed-list"
            },
            {
              "scopes": [
                "view",
                "manage"
              ],
              "rsid": "e59b98ee-9fff-4583-9a09-8f85ed78459d",
              "rsname": "customer-list"
            },
            {
              "scopes": [
                "view",
                "manage"
              ],
              "rsid": "33020afa-6fee-4c3b-830d-96c241a997ca",
              "rsname": "customer-conversation-view"
            }
          ]
        },
        "roles": [
          "agent",
          "offline_access",
          "default-roles-university",
          "uma_authorization"
        ],
        "realm": "university"
      },
      "associatedRoutingAttributes": []
    },
    "token": null,
    "topicId": "261c271a-58e6-4571-9d25-77ad26d745d6",
    "role": "PRIMARY",
    "userCredentials": null,
    "state": "SUBSCRIBED"
  },
  "mode": "queue",
  "queueId": "63452c2a2fa22f132bdc72bb",
  "note": "An optional string"
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