Contents
Interaction Interface
Behavior Model
Once a session ID is associated with a given interaction, ORS will attach that session ID to the interaction's properties with an "OP-Session-ID" key. This way, if the interaction is redirected or transferred to another resource, the resource will know which orchestration session is associated with this interaction so that it can communicate with it. Note that at any given moment of time, any interaction can be associated with no more than one session. Conversely, several different interactions may be associated with a single session. A caveat arising from this many-to-one relationship is that the deletion of an interaction does not necessarily imply the termination of the associated session.
Associating Interactions
Moving an Interaction's Association from One Session to Another
Typically, an interaction may only be associated with one session at a time. There are certain use cases where an interaction that is currently associated with a session needs to be moved to another session. This process is iniated by the session that is currently associated with the interaction. The following is an example of the process for moving an interaction's association to a different session:
When the owning session determines that an interaction that it is working with needs to be associated with another session, the session will associate this interaction using the <associate> action. Orchestration Server will do the necessary processing and associate the interaction with the target session by:
- Adding the interaction to the list of interactions associated with this session (that is, change the _genesys.ixn.interactions[] object)
- Send the session the appropriate events (interaction.added, interaction.present)
- Remove the interaction from the original session and send the appropriate events (interaction.deleted, interaction.notcontrolled).
Addressing Resources
The following table indicates how to use the various types of interaction resources when using interaction actions and objects. The resource attribute for these actions and objects can be either a Resource Object or a string:
|
Resources |
string |
resource object |
Examples: |
|---|---|---|---|
|
agents - multi-media) |
agent id |
resource.agent resource.type = A |
string - "agent1" resource object - _data.res.agent |
|
places - (multi-media) |
place id |
resource.place resource.type = AP |
string - "place2" resource object - _data.res.place |
|
agents and group - (voice) |
Not supported |
resource.agent resource.type = A or GA |
string - "agent1" resource object - _data.res.agent |
|
places and place groups - (voice) |
Not supported |
resource.place resource.type=AP or GP |
string - "place2" resource object - _data.res.place |
|
DNs (voice, sip chat) |
DN number |
resource.dn and resource.switch (optional) resource.type="Q,RP,DN" (optional) |
string - "9192340978" resource object - _data.res.dn and _data.res.switch (optional) _data.res.type (optional) |
|
interaction queues (multi-media) |
Not supported |
resource.type=IQ resource.id = the queue name |
resource object - _data.res.id and - data.res.type |
|
workbins |
Not supported |
resource.type=WB resource.id= the workbin name resource.wb_type= "A, AP, GA, GP" (optional) resource.wb_owner= the name of the workbin owner. |
resource object - _data.res.id and _data.res.type and optionally _data.res.wb_type and _data.res.wb_owner. |
|
e-mail addresses |
|
Not supported |
fred@gmail.com "_origin" "_origin.all" "_udata" "_customerview" |
|
web users |
URL |
Not supported |
http://john.johnson@abc.com |
|
customer numbers |
dn number |
resource.dn |
string - "9192340978" resource object - _data.res.dn |
|
target format addresses |
target DN |
Resource object from the queue.submit.done event |
12345@switch3.DN |
Object Model
See Interaction Interface Object Model
Functions
See Interaction Interface Functions
Action Elements
See Interaction Interface Action Elements