• 5.19

onInteractionStateChange

This handler is called when one of the interactions of the active agent changes its state.

Request

Syntax

on('ON_INTERACTION_STATE_CHANGE', handler: OnInteractionStateChangeHandler): void type OnInteractionStateChangeHandler = (interaction: InteractionData) => void type InteractionData = {     interactionId: string     state: InteractionState     type: InteractionType     subject: string     associatedObjects: InteractionAssociatedObjectsData     callParties: CallParty[]     callMuted: boolean     callRecording: boolean     attachedData: AttachedData     phoneNumber?: string     email?: string     callDirection?: CallDirection     startTime?: number     endTime?: number     duration?: number     description?: string     disposition?: string     globalInteractionId?: string     service?: string     playbackUrl?: string     recordingUrl?: string     DNIS?: string     ANI?: string     origination?: InteractionOrigination } type InteractionType = "voice" | "chat" | "email" type InteractionState =     "unknown" |     "queued" |     "ivr" |     "wrap_up" |     "wrap_up_hold" |     "delivered" |     "delivery_pending" |     "hold" |     "completed" type InteractionOrigination =     "dialpad" |     "dialpad-search" |     "directory" |     "recent" |     "favorites" |     "workitem" |     "interaction" |     "contact-profile" |     "help" |     "conference" |     "auto" |     "integration-api" type CallDirection = "inbound" | "outbound" type CallParty = {   id: string   name: string   phone: string   userId?: string }

Parameters

Parameter	Parameter Values	Data Type	Optional/Required	Description
interaction
	type	String	Required	Indicates the interaction type; recognized types are as follows: "voice" "chat" "email"
	agentId	String	Required	The agent’s ID
	interactionId	String	Required	The interaction’s ID
	globalInteractionId	String	Optional	The interaction’s global interaction ID (GIID)
	service	String	Optional	The name of the service to which the interaction relates
	callParties	String	Required	Provides a list of call parties. Note that this applies to interactions where type is "voice".  Where: id The unique party ID name The party’s display name phone The used phone number userId? (Optional) The unique user ID. That is, it is an ID from the TeamMember list entry from the getTeamMembers method. If the party is not an internal user, the userId will be undefined
	callMuted	Boolean	Required	If set to true, the call is muted; if set to false, the call is not muted. Note that non-call interactions are always false.
	callRecording	Boolean	Required	If set to true, call recording active; if set to false, call recording is not active. Note that non-call interactions are always set to false.
	disposition	String	Optional	The name of the disposition category for the completed interaction
	recordingUrl	String	Optional	The URL of the call recording. Note that this applies to interactions where type is "voice".
	callDirection	String	Optional	The type of call; recognized directions are as follows: "inbound" "outbound" Note that this applies to interactions where type is "voice".
	DNIS	String	Optional	The Dialed Number Identification Service (DNIS). Note that this applies to interactions where type is "voice".
	transferANI	?	Optional	The automatic number identification (ANI) for a transfer. Note that this applies to interactions where type is "voice".
	phoneNumber	String	Optional	The callee’s phone number. Note that this applies to interactions where type is "voice".
	startTime	Number	Optional	The interaction’s start date and time
	endTime	Number	Optional	The interaction’s end date and time
	duration	Number	Optional	The interaction’s duration in seconds
	origination	String	Optional	Indicates how the interaction was initiated. There is a list of predefined values.

Example Request

const interactionsList: InteractionData[] = [];

function interactionStateChangeCallback(data: InteractionData) {

const index = interactionsList.findIndex(item => item.interactionId === data.interactionId);

if (index === -1) {

interactionsList.push(data);

} else {

interactionsList[index] = data;

}

}

adApi.on("ON_INTERACTION_STATE_CHANGE", interactionStateChangeCallback);

Return Value

(None)

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