Chat delay.png

Source:

participant "Customer Application" as CA

   participant GMS
   participant ORS
   participant "URS (Routing Strategy)" as URS
   participant "SIP Server" as SIPS
   participant "Media Gateway" as MG
   participant "Media Server" as MS
   participant "Agent Desktop" as AGT

CA->GMS: HTTP POST /genesys/1/service/callback/chat-delay \n{userId:"jamesbond", _customer_number:"96760887", \nappdataname {language:"French", longitude:"2.4544" ...}} note over GMS: pull the configuration data for this service and use it \nas the default if the data was not supplied on the API request. note over GMS: store application data GMS->ORS: HTTP POST /scxml/session/start?.../chat-delay\n{_service_id:"1231241234", _customer_number:"9196760887:, _provide_code:"false", _resource_group:"sales", _data_id="112233"\n} activate ORS ORS-->GMS: HTTP Response 200 OK - session_id="111222333" GMS->ORS: HTTP POST /scxml/session/111222333/request/start ORS->URS: HTTP GET /urs/call/start?tenant=Environment&strategy=WaitForTarget&VQ_TARGET=... URS-->ORS: HTTP Response 200 OK - conn_id="222222" ORS--> GMS: HTTP Response 200 OK - \n {"_dialog_id": "0", "_action": "ConfirmationDialog", "_text": "We will notify you when agent is available", "_ok_title": "Ok", "_id": "1231241234"} GMS--> CA: HTTP Response 200 OK - \n {"_dialog_id": "0", "_action": "ConfirmationDialog", "_text": "We will notify you when agent is available", "_ok_title": "Ok", "_id": "1231241234"}

ORS-> URS: HTTP GET /urs/call/222222/lvq?name=VQ_Waiting_for_agent URS--> ORS: HTTP Response 200 OK - {"time":1380769087,"wt":0,"calls":1,"pos":1,"wpos":1,"hit":0} note over ORS: poll until threshold is reached implies agent will be available soon ORS-> GMS: HTTP POST /genesys/1/notification/publish \n{data:{content:{message:"{\"_id\":\"1231241234\", \"_action\":\"get-dialog-user-confirmation-provide_code-false\" }", notificationDetails:{properties:{'apple.alertMessage.body':"Agent is available. Waiting for your confirmation."}}, tag:"service.agentavailable.1231241234"} GMS->PNS: send notification message PNS->CA: send notification message GMS--> ORS: HTTP Response 200 OK

CA->GMS: HTTP POST /genesys/1/service/1231241234/connect GMS-> ORS: HTTP POST /scxml/session/111222333/request/connect ORS--> GMS: HTTP Response 200 OK - \n {"_dialog_id": "1", "_action": "StartChat", "_label": "Start Chat",\n "_start_chat_url": ".../genesys/1/service/1231241234/ixn/chat", "_comet_url": ".../genesys/cometd",\n "_user_header": "jbond", "_id_to_jump_before": "exit://", \n"_chat_parameters": { "subject": "None" }, "_id": "1231241234"} GMS--> CA: HTTP Response 200 OK - \n {"_dialog_id": "1", "_action": "StartChat", "_label": "Start Chat",\n "_start_chat_url": ".../genesys/1/service/1231241234/ixn/chat", "_comet_url": ".../genesys/cometd",\n "_user_header": "jbond", "_id_to_jump_before": "exit://", \n"_chat_parameters": { "subject": "None" }, "_id": "1231241234"}

CA-> GMS: HTTP POST /genesys/1/service/1231241234/ixn/chat \n{"notify_by": "comet", "firstName": "James", "lastName": "Bond",\n"subject": "New gadget", "email": "j.b@gmail.com"} GMS-> CS: TCP FlexChat RequestJoin CS--> GMS: TCP Response - Chat Interaction info GMS--> CA: HTTP Response 200 OK \n{"_id": "1231241234", "comet_channel": "/_genesys"} note over ORS: Wait for Chat interaction SIPS-> ORS: eventRouteRequest ORS->GMS: HTTP REST GET …/genesys/1/storage/788887 GMS--> ORS: HTTP Response 200 OK \n{userId:"jamesbond", _language:"French", longitude:"2.4544", ...}

ORS->URS: HTTP GET /urs/call/222222/invoke?strategy=SetRouteDelay&DELAY=0 URS->ORS: HTTP Response 200 OK URS->ORS: HTTP POST /scxml/session/QCHJI7ETI92K16DNK1OIEGUV6S0000OM/request/method_urs_request_route_done\n{"return":"target","type":"GA","id":"GMSBilling","agent":"KSippola","place":"SIP_Server_Place1",\n"dn":"7001","switch":"SIP_Switch","resource":"7001","vq":"VQ_Waiting_for_agent"} ORS-> SIPS: request Redirect Interaction to target SIPS--> ORS: redirect.done GMS-> CS: TCP FlexProtocol Refresh CS--> GMS: Response Chat Transcript GMS-> PNS: Send Chat Transcript PNS-> CA: Send Chat Transcript CA-> GMS: HTTP POST ixn/chat/disconnect GMS-> CS: TCP FlexProtocol Disconnect CS--> GMS: Disconnected GMS--> CA: Disconnected