Service Client API

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Service Client API Reference.

Important

You must contact your Genesys representative to configure Agent Desktop to use the Service Client API.

API overview

You can use the Service Client API to customize how your web application or website integrates with Agent Desktop. This JavaScript API is based on window.postMessage and provides methods your application can use to communicate cross domain with Agent Desktop while maintaining secured isolation.

You can use the Service Client API to perform the following actions:

Controlling call recording from a third-party application

Review the following methods for details about call recording control:

The call recording state is stored in the recordingState attribute on the interaction.Interaction object.

Embedding multiple third-party applications in Agent Desktop

You can now set the interaction.web-content option to a list of option section names that correspond to web extension views. This means that you can configure Agent Desktop to include more than one third-party web application, displayed as either a tab, a popup window, in the background at the interaction level, or hidden.

You should also make sure that the service-client-api.accepted-web-content-origins option references all the websites that should use the Service Client API.

Contact your Genesys representative to enable embedding multiple third-party applications in Agent Desktop.

Updating attached data from a third-party application

Review the following methods for details about updating attached data:

The user data is stored in the userData attribute on the interaction.Interaction object.

You should also be sure to configure the options related to user data in the Service Client section of Agent Setup to enable read and write access to user data.

Enabling click-to-dial from a third-party application

If you configure Agent Desktop to display your web application in a new tab in the Agent Desktop user interface, then the service API only gives access to the dial operation.

Enabling Service Client API to invoke toast in Agent Desktop

Review the following methods for details about enabling and updating toast:

Controlling case selection from a third-party application

Review the following method for details about case selecting control:

selectCaseByCaseId

The case selection state is stored in the isCaseSelected attribute and the isCaseExpanded attribute on the interaction.Interaction object.

Getting started

Here's an overview of the steps you should to follow to access the API:

You have a web application that you've integrated in Agent Desktop—contact your Genesys representative to enable integration of web applications in Agent Desktop.
Download the sample application from GitHub.
Copy the wwe-service-client-api.js file in the sample application to a location your web application can access.
Set configuration options related to security—contact your Genesys representative to provision this security configuration.
Review Working with the API for more information about how to use the API.
Review the methods and types available in each namespace:
- Agent Namespace
- Configuration Namespace Note: You must work with your Genesys representative to enable and use this part of the Service Client API.
- Email Namespace
- Interaction Namespace
- Media Namespace
- System Namespace
- Voice Namespace

Working with the API

After you've completed the setup and security steps, you're ready to start working with the Service Client API. The first thing you need to do is add a <script> tag to your web application that points to the wwe-service-client-api.js file (remember, you stored it somewhere accessible in Step 3 above).

Now you can access the API through the genesys.wwe.service namespace. For example:

<html>
    <head>
        <script src="wwe-service-client-api.js"></script>       
        <script>
 
            function test() {
                genesys.wwe.service.sendMessage({
                    request: "agent.get"
                }, function(result) {
                    console.debug("SUCCEEDED, result: " + JSON.stringify(result, null, '\t'));
                }, function(result) {
                    console.debug("FAILED, result: " + JSON.stringify(result, null, '\t'));
                });
            }
 
            function eventHandler(message)
            {
                console.debug("Event: " + JSON.stringify(message, null, '\t'));
            }
 
            genesys.wwe.service.subscribe([ "agent", "interaction" ], eventHandler, this);
 
        </script>
    </head>
    <body>
        Hello world
    </body>
</html>

Here's an example of how you could modify attached data:

genesys.wwe.service.interaction.setUserData("1",
{
        MyKEY1: "MyValue1",
        MyKEY2: "MyValue2"
})

In the above example, the request is interaction.setUserData and the parameters are the interactionId of 1 and the keyValues of MyKEY1 and MyKEY2.

All methods provided in the Service Client API are asynchronous, so to get the successful or failed result, just add the matching callback:

genesys.wwe.service.interaction.setUserData("1",
{
        MyKEY1: "MyValue1",
        MyKEY2: "MyValue2"
}, function(result){
    console.debug("SUCCEEDED, result: " + JSON.stringify(result, null, '\t'));
}, function(result){
    console.debug("FAILED, result: " + JSON.stringify(result, null, '\t'));
})

The global template for a service call is:

genesys.wwe.service.<Service name>.<Service function>(<... function parameters ...>, [<optional done() callback>, [<optional fail() callback>]]);

The done() callback is called when a request is successfully sent without an error.

The fail() callback is called when a request generates an error or an exception.

The result of these functions is provided in a JSON object as a unique parameter.

Notifications

You can use the following code to subscribe to agent and interaction notifications:

function eventHandler(message)
{
	console.debug("Event: " + JSON.stringify(message, null, '\t'));
}
 
genesys.wwe.service.subscribe([ "agent", "interaction" ], eventHandler, context);

In the above example, eventHandler is the event handler function and context is an optional contextual object.

Here's an example with an agent STATE_CHANGED to Ready:

{
	"event": "agent",
	"data": {
		"eventType": "STATE_CHANGED",
		"mediaState": "READY"
	}
}

Here's an example with an agent STATE_CHANGED to Not Ready with a reason:

{
	"event": "agent",
	"data": {
		"eventType": "STATE_CHANGED",
		"mediaState": "NOT_READY_ACTION_CODE",
		"reason": "Break",
		"reasonCode": "1511"
	}
}

Finally, here's an example with an ATTACHED_DATA_CHANGED event on a voice interaction:

{
	"event": "interaction",
	"data": {
		"eventType": "ATTACHED_DATA_CHANGED",
		"media": "voice",
		"interaction": {
			"interactionId": "1",
			"caseId": "4dda1ab6-aeab-4a33-f5d0-0153c9fdb43b",
			"userData": {
				"IWAttachedDataInformation": {
					"DispositionCode.Label": "DispositionCode",
					"Option.interaction.case-data.header-foreground-color": "#FFFFFF",
					"CaseDataBusinessAttribute": "CaseData",
					"DispositionCode.Key": "ChooseDisposition",
					"Option.interaction.case-data.frame-color": "#17849D"
				},
				"IW_CaseUid": "4dda1ab6-aeab-4a33-f5d0-0153c9fdb43b",
				"IW_BundleUid": "dfaca66c-4149-42a1-7244-337e949a12b5"
			},
			"parties": [
				{
					"name": "5001"
				}
			],
			"callUuid": "4L6JGNEE9H7DT671FRPTKE6CQ000000G",
			"state": "DIALING",
			"previousState": "UNKNOWN",
			"isConsultation": false,
			"direction": "OUT",
			"callType": "Internal",
			"dnis": "5001",
			"isMainCaseInteraction": true
		}
	}
}

Event Type references

The system eventType field can be one of the following:

eventType	Description
CUSTOM_TOAST_BUTTON_CLICK	Uses the following parameters: customToastId: The identifier of the toast where the button has been clicked. The identifier is returned by the popupToast method. buttonIndex: The index of the clicked button. The index starts by 0.

The interaction eventType field can be one of the following:

eventType	Description
Common events to all interaction types
UNKNOWN	An unknown event occurs.
ADDED	The interaction has been added in the list of interactions.
REMOVED	The interaction has been removed from the list of interactions.
ATTACHED_DATA_CHANGED	The attached data have changed in the interaction.
CASE_OR_BUNDLE_ID_CHANGED	The case or the bundle identifier of this interaction has changed.
NEW_MESSAGE	This event represents a new message.
ERROR	An error occurs in the interaction.
Voice events
CALL_RECORDING_STATE_CHANGED	The call recording state changed.
DIALING	The outbound call starts ringing.
ESTABLISHED	The call has been established.
HELD	The call has been held.
PARTY_CHANGED	The list of party has been changed in the interaction.
RELEASED	The call has been released.
RINGING	The inbound call starts ringing.
OpenMedia events
ACCEPTED	The open media interaction is accepted.
COMPLETED	The open media interaction has been completed (Mark as done).
COMPOSING	The open media interaction is in composing mode.
CREATED	The open media interaction has been created.
INSERT_STANDARD_RESPONSE	A standard response has been inserted in the interaction.
INVITED	The open media interaction is an invitation.
INVITED_CONFERENCE	The open media interaction receive a conference invitation.
IN_QUEUE_FAILED	The place in queue has failed.
IN_WORKBIN	The interaction has been placed in the work-bin.
IN_WORKBIN_FAILED	The place in work-bin has failed.
LEFT_CONFERENCE	The open media interaction has left the conference.
PULLED	The open media interaction has been pulled from a work-bin.
PULL_FAILED	The pull from the queue has failed.
PULL_WORKBIN_FAILED	The pull from the work-bin has failed.
REVOKED	The open media interaction has been revoked.
TRANSFER_COMPLETED	The open media interaction has been transferred and the transfer has been completed.
Chat events (inherit from OpenMedia events)
ENDED	The chat has been ended.
JOIN_FAILED	The connection with the chat server failed.
JOIN_PENDING	The interaction is trying to join the chat session.
Outbound email events (inherit from OpenMedia events)
CANCELLED	The outbound email has been cancelled.
SENT	The outbound email has been sent.