directTransferRequest
| Event Name | |
|---|---|
| Event Description | Event is emitted when an agent wants to leave the conversation and transfer it to another agent (from a certain queue) to takeover the active conversation; the agent desk emits an event of 'In response, the Routing Engine will find another available agent until TTL time expires. |
| Emitter | Agent Desk |
| Name | Description | Payload 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 take over the active 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"
}