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directTransferRequest

Event Name

directTransferRequest

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 'directTransferRequest'.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"
}



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