EX Engage Connector Conversation Provider Service (EXCP)

EX Engage Connector Conversation Provider Service (EXCP) is responsible for the conversation injection into the GC EX Org. EXCP connects to the default port of an Engage SIP Server and subscribes for a subset of TLib and call monitoring events. Those events are used to obtain information about interactions in the Engage Contact Center. EXCP translates Engage interaction events into the GC events and injects those events into the EX Org using EX REST API. EXCP uses the REST API of the EXCS to obtain the mapping information to translate the Engage object IDs into the GC equivalents.

Collecting Engage Contact Center Interaction Events

EXCP processes three types of Engage events to build a call representation compatible with the GC call model:

1. Virtual Queue (VQ) DN Events:
   • VQ DNs represent reporting and routing queues in the Engage solution.
   • T-Library events consumed from the VQ DNs: EventQueued and EventDiverted
2. Extension DN Events
   • Extensions DNs is where agents log in to receive or make calls
   • T-Library events consumed from the Extension DNs: EventUserEvent - This event contains the current list of call participants
3. Call Monitoring Events:
   • Those events are not related to any DN and are generated by a SIP Server to provide call progress notifications.
   • Consumed Events: EventCallCreated, EventCallDataChanged, EventCallDeleted, EventCallPartyAdded, EventCallPartyState, and EventCallPartyDeleted