Global Contact Center

Les variables de contexte sont disponibles dans les API’s

• Dans l’API Monitoring

Dans l’API Monitoring, nous observons que ce point de terminaison 
« https://sfrrec00-sfrvalid.sfrtestglobalcc.com/MonitoringAPI/api/tenants/sfrrec00-sfrvalid/Queues »

renvoie le contenu des données suivantes :

Cf. exemple :

-------------------------------------
 
{
    "values": [
        {
            "sessionID": 23442,
            "dataBagInfo": [
                {
                    "key": "motifContact",
                    "value": "réclamation",
                    "agentsPermission": 1,
                    "supervisorPermissions": true
                }
            ],
            "contactInformation": null,
            "enqueueDate": "2023-10-20T14:10:40.303",
            "serviceID": 9,
            "contact": "+33623950487",
            "mediaType": 4201,
            "serviceName": "inbound001-aen",
            "canDo": null,
            "subject": null,
            "threadID": 0,
            "timeInQueue": "00:00:18"
        },
        {
            "sessionID": 23428,
            "dataBagInfo": [
                {
                    "key": "motifContact",
                    "value": "vide",
                    "agentsPermission": 1,
                    "supervisorPermissions": true
                }
            ],
            "contactInformation": null,
            "enqueueDate": "2023-10-17T08:23:10",
            "serviceID": 9,
            "contact": "abderrahim.ennakori@sfr.com",
            "mediaType": 4204,
            "serviceName": "inbound001-aen",
            "canDo": null,
            "subject": "test 001",
            "threadID": 0,
            "timeInQueue": "3.05:47:48"
        },
        {
            "sessionID": 23429,
            "dataBagInfo": [
                {
                    "key": "motifContact",
                    "value": "vide",
                    "agentsPermission": 1,
                    "supervisorPermissions": true
                }
            ],
            "contactInformation": null,
            "enqueueDate": "2023-10-17T08:23:10",
            "serviceID": 9,
            "contact": "abderrahim.ennakori@sfr.com",
            "mediaType": 4204,
            "serviceName": "inbound001-aen",
            "canDo": null,
            "subject": "test 001",
            "threadID": 0,
            "timeInQueue": "3.05:47:48"
        }
    ],
    "@count": 3,
    "@pageIndex": 0,
    "@pageSize": 15,
    "@previousPage": null,
    "@nextPage": "...."
}
 
-------------------------------------

• Dans le SDK One Agent

Sur oneAgentWeb SDK, la nouvelle version intègre deux nouvelles méthodes (updateAdditionalInfo + getAdditionalInfo). Le contexte est aussi disponible sur certains événements, on peut le récupérer et l’utiliser sur CallOffering.

Cf. exemple :

-------------------------------------
 
api.onCallOffering = function(event){
 
  var context = event.Session.Context;
 
 showInfo('onCallOffering', context);
}
 
function showInfo(source, context){
  console.log("showInfo start from: " + source )
 
  if(context == null) { console.log("showInfo start context: null"); return; }
 
  console.log("showInfo start context: " + context.toString());
 
    document.getElementById('databagDiv').innerHTML = '';
    if (context.length > 0) {
        let str = '';
        str += "<h5>Databag List</h5>";
        str += "<table class='table-striped'>";
        str += "<thead><tr><th scope='col'>Key</th><th scope='col'>Value</th><th scope='col'>AgentVisibility</th><th scope='col'>SupVisibility</th></tr></thead><tbody>";
        context.forEach((ctx) => {
            str += "<tr>";
            str += "<td>" + ctx['Key'] + "</td>";
            str += "<td>" + ctx['Value'] + "</td>";
            str += "<td>" + ctx['AgentsPermission'] + "</td>";
            str += "<td>" + ctx['SupervisorPermissions'] + "</td>";
            str += "</tr>";
        });
        str += "</tbody></table>";
        document.getElementById('databagDiv').innerHTML = str;
    }
}
 
-------------------------------------