Agent Desktop Client-Side JavaScript API Specification

Introduction

• Purpose
• Audience

General Information

• API Methods

Agent State

• login
• logout
• getLoginState
• getAgentState
• getAgentNotReadyReasons
• setAgentState

Configuration Controls

• getTeams
• getTeamMembers
• getServicesList
• getService
• setService
• setVariable
• getPhoneDevicesList
• getPhoneDevice
• setPhoneDevice
• getDIDNumbersList
• getDIDNumber
• setDIDNumber

Interaction Controls

• startChat
• sendChatMessage
• suggestChatMessage
• acceptInteraction
• rejectInteraction
• getDispositionsList
• setDisposition
• addNote
• updateNote
• replaceNote
• setRescheduleWindow
• switchActiveInteraction
• addInteractionAssociatedObject
• setInteractionActiveScreen
• blindTransfer
• transfer

Call Controls

• startCall
• setCallMute
• setCallHold
• sendDtmf
• consultCall
• inviteToCallConference
• removeFromCallConference
• destroyCallConference

Complete and Terminate an Interaction

• completeInteraction
• leaveInteraction
• leaveAndCompleteInteraction

Recording Controls

• setCallRecording
• setScreenRecordingMute
• getScreenRecordingState

Widget Controls

• setWidgetMinimized

Callbacks

• onLogin
• onLogout
• onAgentStateChange
• onInteractionStateChange
• onNewInteraction
• onInteractionEnd
• onSaveActivityRecord
• onActiveInteractionSwitch
• onRequestTransferData
• onLoadTransferData
• onSearchKnowledgeBase
• onGetKnowledgeBaseArticle
• onActivateInteractionScreen
• onScreenRecordingStateChange
• onWidgetMinimizedChange
• onServerError
• onSoftphoneStatusChange
• onAudioDeviceChange
• onPhoneCapabilitiesChange
• onCallAudioQualityAlert
• onWebScreenPopCustom
• onSummaryGenerationStarted
• onSummaryGenerationCompleted