Type alias Interaction

Type declaration

• Optional callAssociatedData?: CallAssociatedData

  Detailed call associated data

• Optional callAssociatedDetails?: CallAssociatedDetails

  Simplified call associated key/value pairs

• Optional callFlowParams?: Record<string, FlowParameter>

  Parameters passed through the call flow

• callProcessingDetails: {
      BLIND_TRANSFER_IN_PROGRESS?: boolean;
      CONTINUE_RECORDING_ON_TRANSFER?: string;
      EP_ID?: string;
      IvrPath: string;
      QMgrName: string;
      QueueId: string;
      ROUTING_TYPE?: string;
      ani: string;
      appUser: string;
      category: string;
      childInteractionId?: string;
      consultDestinationAgentJoined?: boolean | string;
      consultDestinationAgentName?: string;
      convIvrTranscript?: string;
      ctqInProgress?: boolean;
      customerName: string;
      customerNumber: string;
      customerRegion?: string;
      displayAni: string;
      dnis: string;
      fcDesktopView?: string;
      fceRegisteredEvents?: string;
      flowTagId?: string;
      fromAddress: string;
      isConferencing?: string;
      isParked?: string;
      isPaused?: boolean;
      mohFileName?: string;
      monitorType?: string;
      monitoringInvisibleMode?: string;
      monitoringRequestId?: string;
      monitoringState?: string;
      outdialAgentId?: string;
      outdialTransferToQueueEnabled?: boolean;
      parentInteractionId?: string;
      parent_ANI?: string;
      parent_Agent_DN?: string;
      parent_Agent_Name?: string;
      parent_Agent_TeamName?: string;
      parent_DNIS?: string;
      participantInviteTimeout?: string;
      pathId: string;
      pauseDuration?: string;
      pauseResumeEnabled?: boolean;
      priority?: string;
      reason: string;
      reasonCode: string;
      recordInProgress?: boolean;
      recordingStarted?: boolean;
      relationshipType?: string;
      ronaTimeout: string;
      routingStrategyId?: string;
      sourceNumber: string;
      sourcePage: string;
      taskToBeSelfServiced: string;
      tenantId: string;
      virtualTeamName: string;
      vteamId: string;
      workflowId?: string;
      workflowName?: string;
  }

  Detailed call processing information and metadata. Mirrors the callProcessingDetails section described in Webex Contact Center Agent Contact payloads.

  • Optional BLIND_TRANSFER_IN_PROGRESS?: boolean

    Indicates if blind transfer is in progress

  • Optional CONTINUE_RECORDING_ON_TRANSFER?: string

    Flag for continuing recording during transfer

  • Optional EP_ID?: string

    Entry point identifier

  • IvrPath: string

    Path taken through the IVR system

  • QMgrName: string

    Name of the Queue Manager handling this interaction

  • QueueId: string

    Queue identifier

  • Optional ROUTING_TYPE?: string

    Type of routing being used

  • ani: string

    Automatic Number Identification (caller's number)

  • appUser: string

    Application user identifier

  • category: string

    Category of the interaction

  • Optional childInteractionId?: string

    Identifier of the child interaction for related interactions

  • Optional consultDestinationAgentJoined?: boolean | string

    Indicates if the consulted destination agent has joined

  • Optional consultDestinationAgentName?: string

    Name of the destination agent for consultation

  • Optional convIvrTranscript?: string

    IVR conversation transcript

  • Optional ctqInProgress?: boolean

    Indicates if Consult to Queue is in progress

  • customerName: string

    Customer's name

  • customerNumber: string

    Customer's contact number

  • Optional customerRegion?: string

    Customer geographic region

  • displayAni: string

    Display version of the ANI

  • dnis: string

    Dialed Number Identification Service number

  • Optional fcDesktopView?: string

    Desktop view configuration for Flow Control

  • Optional fceRegisteredEvents?: string

    Events registered with Flow Control Engine

  • Optional flowTagId?: string

    Flow tag identifier

  • fromAddress: string

    Email address or contact point that initiated the interaction

  • Optional isConferencing?: string

    Indicates if the interaction is in conference mode

  • Optional isParked?: string

    Indicates if the interaction is parked

  • Optional isPaused?: boolean

    Legacy pause indicator (recordInProgress=false is the active pause signal)

  • Optional mohFileName?: string

    Filename for music on hold

  • Optional monitorType?: string

    Type of monitoring being performed

  • Optional monitoringInvisibleMode?: string

    Indicates if monitoring is in invisible mode

  • Optional monitoringRequestId?: string

    Identifier for the monitoring request

  • Optional monitoringState?: string

    Current state of monitoring

  • Optional outdialAgentId?: string

    Agent ID who initiated the outdial call

  • Optional outdialTransferToQueueEnabled?: boolean

    Indicates if outdial transfer to queue is enabled

  • Optional parentInteractionId?: string

    Identifier of the parent interaction for related interactions

  • Optional parent_ANI?: string

    ANI of the parent interaction

  • Optional parent_Agent_DN?: string

    DN of the parent interaction's agent

  • Optional parent_Agent_Name?: string

    Name of the parent interaction's agent

  • Optional parent_Agent_TeamName?: string

    Team name of the parent interaction's agent

  • Optional parent_DNIS?: string

    DNIS of the parent interaction

  • Optional participantInviteTimeout?: string

    Timeout for participant invitation

  • pathId: string

    Identifier for the IVR path

  • Optional pauseDuration?: string

    Duration of pause in seconds

  • Optional pauseResumeEnabled?: boolean

    Agent capability for pause/resume on this interaction

  • Optional priority?: string

    Priority level of the interaction

  • reason: string

    Reason for the interaction

  • reasonCode: string

    Code indicating the reason for interaction

  • Optional recordInProgress?: boolean

    Recording is actively capturing audio right now

  • Optional recordingStarted?: boolean

    Recording was started for this interaction (may be paused)

  • Optional relationshipType?: string

    Type of relationship between parent and child interactions

  • ronaTimeout: string

    RONA (Redirection on No Answer) timeout in seconds

  • Optional routingStrategyId?: string

    Identifier for the routing strategy

  • sourceNumber: string

    Source number for the interaction

  • sourcePage: string

    Source page that initiated the interaction

  • taskToBeSelfServiced: string

    Indicates if the task should be self-serviced

  • tenantId: string

    Tenant identifier

  • virtualTeamName: string

    Name of the virtual team

  • vteamId: string

    Virtual team identifier

  • Optional workflowId?: string

    Identifier of the workflow

  • Optional workflowName?: string

    Name of the workflow being executed

• contactDirection: {
      type: string;
  }

  Direction information for the contact

  • type: string

• Optional createdTimestamp?: number

  Timestamp when the interaction was created

• currentVTeam: string

  Current virtual team handling the interaction

• Optional flowProperties?: Record<string, unknown> | null

  Retroactive flow properties returned by backend

• interactionId: string

  Unique identifier for the interaction

• isFcManaged: boolean

  Indicates if the interaction is managed by Flow Control

• Optional isMediaForked?: boolean

  Indicates if media is forked for this interaction

• isTerminated: boolean

  Indicates if the interaction has been terminated

• Optional isWrapUpAssist?: boolean

  Indicates if wrap-up assistance is enabled

• Optional mainInteractionId?: string

  Main interaction identifier for related interactions

• media: Record<string, {
      holdTimestamp: number | null;
      isHold: boolean;
      mType: string;
      mediaMgr: string;
      mediaResourceId: string;
      mediaType: MEDIA_CHANNEL;
      participants: string[];
  }>

  Media-specific information for the interaction

• mediaChannel: string

  Primary media channel for the interaction

• Optional mediaProperties?: Record<string, unknown> | null

  Media specific properties returned by backend

• mediaType: MEDIA_CHANNEL

  The type of media channel for this interaction

• orgId: string

  Organization identifier

• Optional outboundType?: string

  Type of outbound interaction

• owner: string

  Owner of the interaction

• Optional parentInteractionId?: string

  Identifier of parent interaction if applicable

• participants: InteractionParticipants

  List of participants in the interaction

• previousVTeams: string[]

  List of previous virtual teams that handled this interaction

• Optional queuedTimestamp?: number | null

  Timestamp when interaction entered queue

• state: string

  Current state of the interaction

• Optional workflowManager?: string | null

  Optional workflow manager identifier