Enable Status Notifications

Modified in 8.5.107

Starting in 8.5.105, the Callback service can publish notifications to GMS that distributes these notifications to the target specified in the callback's service request, and consequently, to the subscribers of these notifications. The possible targets can be an ORS session of an existing GMS service (orscb notification type) or any URL (httpcb notification type).

Starting in 8.5.107, you can receive two types of notifications: Callback SCXML and additional GMS Callback notifications.

Important

By default, this feature is turned off for all callback services.

To enable Callback Status Notifications (SCXML), you can either:

• Enable the Default Status Notifications (from SCXML).
• Create a Transaction Event object that overwrites the list of default notifications and assign it to your Callback Service. You can configure additional GMS Callback Status notifications by using the Transaction List entries which override the defaults. In that scenario, the notifications will only report the events specified in this Transaction List.
• Add notifications parameters to your Callback Services query.

Callback will send the notification events and provides two subscription modes to receive them:

• subscribe_notify—Callback subscribes for your application to the notifications.
• notify—Your application must subscribe to receive events.

Enable Default Status Notifications in a Callback Service

To receive default callback status notifications (SCXML), open the Service Management User Interface and navigate to your Callback Service (in the Configured Services panel).

Enable Advanced Parameters and configure the following options in the General section:

• _enable_status_notification= subscribe_notify
• _status_notification_type= httpcb (or orscb)
• _status_notification_target = Target URL (or the ORS session id if _status_notification_type = orscb)

You can add the following additional parameters to your Callback queries:

• _status_notification_debug = false—Set to true to enable the debug mode for notification.
• _status_notification_language = <language> where the language matches one of the supported languages used for push notifications.

The _status_notification_debug option defines the URL where the notifications will be pushed using HTTP POST requests.

Tip

The orscb notification type should be used for advanced ORS customization only.

Overwrite Default Notifications with a Transaction List

Start by defining a Transaction List object that includes the notifications and the associated events triggering notifications.

Open Genesys Administrator. In PROVISIONING > Routing/eServices > Transactions, click New to create the GMS_Events list.

In the Options tab, create a properties section with:

• _enable_status_notification = subscribe_notify
• _status_notification_provider = <customerprovider> or blank for default provider
• _status_notification_type = httpcb
• _status_notification_target=<Target URL>
• _status_notification_debug= false
• _status_notification_language = <language> where the language matches one of the supported languages used for push notifications.

Then, create a section for each subscribed event and define the data that your application needs to receive in the notification event.

• notify_params—The comma-separated list of callback parameters to retrieve. See the reference to get the list of parameters that can be retrieved.
• notify_custom—(Optional) A JSON object of the custom attached data to send in the notification in addition to the callback parameters set in notify_params.

Tip

• Either click New to add the following options or copy the source below to a GMS_Events.cfg file that you can import in your Transaction List.
• You do not have to include all the events listed below.
• The notify_custom parameter should suite your use case or can be removed if not needed.

In the XML sample below, c_target must match c_target as provided by URS.

[properties]
_enable_status_notification = notify
_status_notification_provider =
_status_notification_type = httpcb 
_status_notification_target =<your URL>

[_cbe_on_service_create]
notify_params = _service_id, _service_name, _customer_number, _urs_virtual_queue
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_virtual_ixn_create]
notify_params = _service_id, _service_name
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_target_found]
notify_params = _service_id, _service_name, c_target, _urs_virtual_queue
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_dial_init]
notify_params = _service_id, _service_name, _customer_number, c_dialed_number
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_dial_done]
notify_params = _service_id, _service_name, _customer_number, c_dialed_number, c_call_result, c_call_num_attempt
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_connect_treatment_start]
notify_params = _service_id, _service_name, _customer_number, _vq_for_outbound_calls, c_dialed_number
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_customer_queued]
notify_params = _service_id, _service_name, _customer_number, _vq_for_outbound_calls, c_dialed_number
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_route_to_agent]
notify_params = _service_id, _service_name, _customer_number, _urs_virtual_queue, c_agent_id,
c_agent_extension
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_service_exit]
notify_params = _service_id, _service_name, _customer_number, c_last_dialed_number, c_termination_type
notify_custom = {"name1":"value1", "name2": "value2"}

[_cbe_on_callback_scheduled]
notify_params=_customer_number,_phone_number,_desired_time
notify_custom={"state":"scheduled"}

[_cbe_on_callback_rescheduled]
notify_params=_customer_number,_phone_number,_desired_time
notify_custom={"state":"rescheduled"}

Add the Event Transaction List to the Callback Service

Edit the Advanced Parameters in the General section of your Callback Service.

Set the _callback_events_list to the name of the Transaction List created above, GMS_Events in our example.

Important

If you set other status notification parameters (_status_notification_type, _status_notification_target, _status_notification_provider) in your Callback service configuration or in your REST queries, they override the values set in the Transaction List object.

Callback Status Notifications Events

Callback notifications consist in a JSON object that contains:

• deviceId—The custom id provided at subscription time by the subscriber.
• message—The notification message as defined in the Callback Events Transaction List.

The following JSON code is an event sample.

{
	"event_id": "_cbe_on_service_create",
	"timestamp": "1467575991",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_customer_number": "5115",
	"_urs_virtual_queue": "SIP_VQ_SIP_Switch",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_virtual_ixn_create",
	"timestamp": "1467575992",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_callback_state": "QUEUED",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_dial_init",
	"timestamp": "1467575992",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_customer_number": "5115",
	"c_dialed_number": "5115",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_dial_done",
	"timestamp": "1467576012",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_customer_number": "5115",
	"c_dialed_number": "5115",
	"c_call_result": 0,
	"c_call_num_attempt": 1,
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_connect_treatment_start",
	"timestamp": "1467576012",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_vq_for_outbound_calls": "VQ_GMS_REP_SIP_Switch",
	"c_dialed_number": "5115",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_customer_queued",
	"timestamp": "1467576016",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_vq_for_outbound_calls": "VQ_GMS_REP_SIP_Switch",
	"c_dialed_number": "5115",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_target_found",
	"timestamp": "1467576016",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_urs_virtual_queue": "SIP_VQ_SIP_Switch",
	"c_target": {
		"agent": "KSippola",
		"dn": "7001",
		"id": "Customer_Service",
		"place": "SIP_Server_Place1",
		"resource": "7001",
		"return": "target",
		"stat_value": "0",
		"switch": "SIP_Switch",
		"type": "GA",
		"vq": "SIP_VQ_SIP_Switch"
	},
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_service_exit",
	"timestamp": "1467576291",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"c_termination_type": "COMPLETED.AGENT_CONNECTED",
	"name1": "value1",
	"name2": "value2"
}

Reference for Notification Events

Event Name	When this event is triggered	List of attributes that you can retrieve
_cbe_on_service_create	As soon as the callback service (ORS session) is started.	_service_id _service_name _customer_number _urs_virtual_queue
_cbe_on_virtual_ixn_create	When the virtual interaction is successfully created in URS.	_service_id _service_name
_cbe_on_target_found	When the callback has found the target and URS reports the target to ORS.	_service_id _service_name _urs_virtual_queue c_agent_id c_agent_extension
_cbe_on_dial_init	When the dialing to the customer is started. Note: This behavior applies for both standard and preview callback.	_service_id _service_name _customer_number c_dialed_number
_cbe_on_dial_done	When the dialing result is known.	_service_id _service_name _customer_number c_dialed_number c_call_result c_call_num_attempt
_cbe_on_connect_treatment_start	When the greeting treatment is started right after the successful CPD.	_service_id _service_name _vq_for_outbound_calls c_dialed_number
_cbe_on_customer_queued	In User Terminated scenarios, as soon as the onconnect treatment is over, the virtual interaction becomes routable and the customer is placed into a queue to wait for an agent.	_service_id _service_name _vq_for_outbound_calls c_dialed_number
_cbe_on_route_to_agent	When the call is transferred from Routing Point to the agent.	_service_id _service_name c_agent_id c_agent_extension
_cbe_on_service_exit	In all exit scenarios.	_service_id _service_name c_dialed_number c_termination_type
_cbe_on_callback_scheduled	When a callback in SCHEDULE status is created.	_service_id _service_name _desired_time _customer_number _v_queue
_cbe_on_callback_rescheduled	When a callback in SCHEDULE status is re-scheduled.	_service_id _service_name _desired_time _customer_number _v_queue
_cbe_on_callback_cancelled	When the callback is canceled.	_service_id _service_name _desired_time _customer_number _v_queue
_cbe_on_callback_status_updated	When the _callback_state field is updated by a REST query. This can be due to ORS updates.	_service_id _service_name _desired_time _customer_number _v_queue
_cbe_on_callback_submitted	When the callback is submitted for ORS execution.	_service_id _service_name _desired_time _customer_number _v_queue
_cbe_on_callback_resubmitted	When the callback is re-submitted for ORS execution.	_service_id _service_name _desired_time _customer_number _v_queue
_cbe_on_callback_submit_failed	When submit for execution fails.	_service_id _service_name _desired_time _customer_number _v_queue
_cbe_on_callback_processing_failed	When the callback processing fails.	_service_id _service_name _desired_time _customer_number _v_queue
_cbe_on_callback_queued	When the callback is successfully submitted and its state changed to QUEUED.	_service_id _service_name _desired_time _customer_number _v_queue