Desktop.agentContact

Reference: https://developer.webex-cx.com/documentation/guides/desktop/#agent-contact-module

Example

{
    "data": {
        "agentEmailId": "[email protected]",
        "agentId": "e29ade61-5a99-4b11-aca0-ff0bb45ba47a",
        "contactAssignmentType": "ACD",
        "eventTime": 1756288829186,
        "eventType": "RoutingMessage",
        "interaction": {
            "callAssociatedData": {
                "ani": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "ani",
                    "global": false,
                    "isSecure": false,
                    "name": "ani",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "353850001234"
                },
                "customerName": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "customerName",
                    "global": false,
                    "isSecure": false,
                    "name": "customerName",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "Gerard O'Rourke"
                },
                "customerNumber": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "customerNumber",
                    "global": false,
                    "isSecure": false,
                    "name": "customerNumber",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "353850001234"
                },
                "dn": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "dn",
                    "global": false,
                    "isSecure": false,
                    "name": "dn",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "Whatsapp 0875551234"
                },
                "eircode": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "Eircode",
                    "global": true,
                    "isSecure": false,
                    "name": "eircode",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "ABC1234"
                },
                "item": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "Item",
                    "global": true,
                    "isSecure": false,
                    "name": "item",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "pole"
                },
                "latitude": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "Latitude",
                    "global": true,
                    "isSecure": false,
                    "name": "latitude",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "DECIMAL",
                    "value": "53.17005"
                },
                "locationProvided": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "Location Provided",
                    "global": true,
                    "isSecure": false,
                    "name": "locationProvided",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "BOOLEAN",
                    "value": "true"
                },
                "longitude": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "Longitude",
                    "global": true,
                    "isSecure": false,
                    "name": "longitude",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "DECIMAL",
                    "value": "-6.517269"
                },
                "ronaTimeout": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "ronaTimeout",
                    "global": false,
                    "isSecure": false,
                    "name": "ronaTimeout",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "32"
                },
                "virtualTeamName": {
                    "agentEditable": false,
                    "agentViewable": true,
                    "displayName": "virtualTeamName",
                    "global": false,
                    "isSecure": false,
                    "name": "virtualTeamName",
                    "reportable": false,
                    "secureKeyId": "",
                    "secureKeyVersion": 0,
                    "type": "STRING",
                    "value": "Demo_WhatsApp_Q"
                }
            },
            "callAssociatedDetails": {
                "ani": "353850001234",
                "customerName": "Gerard O'Rourke",
                "customerNumber": "353850001234",
                "dn": "Whatsapp 0875551234",
                "mediaResourceId": "CSRUHFTLH7FOY02Q",
                "ronaTimeout": "32",
                "virtualTeamName": "Demo_WhatsApp_Q"
            },
            "callFlowParams": {},
            "callProcessingDetails": {
                "EP_ID": "1e322037-6c40-44ac-9d5b-3cf3c2309cd8",
                "QMgrName": "aqm",
                "QueueId": "50cf5fa9-778c-4d42-b133-0decabfacb4c",
                "ROUTING_TYPE": "queueBasedRouting",
                "ani": "353850001234",
                "checkAgentAvailability": "false",
                "contactAssignmentType": "ACD",
                "customerName": "Gerard O'Rourke",
                "customerNumber": "353850001234",
                "dnis": "Whatsapp 0875551234",
                "mediaResourceId": "CSRUHFTLH7FOY02Q",
                "participantInviteTimeout": "false",
                "priority": "5",
                "queuedDestinationID": "50cf5fa9-778c-4d42-b133-0decabfacb4c",
                "queuedTo": "Queue",
                "removeSkillsOnTransferToQueue": "false",
                "requiredSkillList": "[]",
                "ronaTimeout": "32",
                "taskToBeSelfServiced": "false",
                "virtualTeamName": "Demo_WhatsApp_Q",
                "vteamId": "50cf5fa9-778c-4d42-b133-0decabfacb4c"
            },
            "contactDirection": {
                "type": "INBOUND"
            },
            "createdTimestamp": 1756288828605,
            "currentVTeam": "50cf5fa9-778c-4d42-b133-0decabfacb4c",
            "flowProperties": null,
            "interactionId": "5b434cfe-b43b-40ae-83d1-d45618cf4d5d",
            "isFcManaged": false,
            "isMediaForked": false,
            "isTerminated": false,
            "mainInteractionId": "5b434cfe-b43b-40ae-83d1-d45618cf4d5d",
            "media": {
                "CSRUHFTLH7FOY02Q": {
                    "holdTimestamp": null,
                    "isHold": false,
                    "mType": "mainCall",
                    "mediaMgr": "digitalmm",
                    "mediaResourceId": "CSRUHFTLH7FOY02Q",
                    "mediaType": "social",
                    "participants": ["353850001234"]
                }
            },
            "mediaChannel": "whatsapp",
            "mediaProperties": null,
            "mediaType": "social",
            "orgId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
            "outboundType": null,
            "owner": "e29ade61-5a99-4b11-aca0-ff0bb45ba47a",
            "parentInteractionId": "5b434cfe-b43b-40ae-83d1-d45618cf4d5d",
            "participants": {
                "353850001234": {
                    "callerId": null,
                    "hasJoined": true,
                    "hasLeft": false,
                    "id": "353850001234",
                    "isInPredial": false,
                    "pType": "Customer",
                    "type": "Customer"
                },
                "e29ade61-5a99-4b11-aca0-ff0bb45ba47a": {
                    "autoAnswerEnabled": true,
                    "bnrDetails": null,
                    "callerId": null,
                    "channelId": "0d115984-01e6-4b8b-80b9-c85a224d133d",
                    "consultState": null,
                    "consultTimestamp": null,
                    "currentState": null,
                    "currentStateTimestamp": null,
                    "deviceCallId": null,
                    "deviceId": null,
                    "deviceType": null,
                    "dn": "webrtc-e29ade61-5a99-4b11-aca0-ff0bb45ba47a",
                    "hasJoined": false,
                    "hasLeft": false,
                    "id": "e29ade61-5a99-4b11-aca0-ff0bb45ba47a",
                    "isConsulted": false,
                    "isInPredial": false,
                    "isOffered": true,
                    "isWrapUp": false,
                    "isWrappedUp": false,
                    "joinTimestamp": null,
                    "lastUpdated": 1756288829113,
                    "name": "Bob Bobster",
                    "pType": "Agent",
                    "queueId": "50cf5fa9-778c-4d42-b133-0decabfacb4c",
                    "queueMgrId": "aqm",
                    "sessionId": "647e05b3-07b2-4d3b-ac2f-780c328a5d16",
                    "siteId": "520884d1-c809-4c0e-bad1-7255f66b59f2",
                    "skillId": "f2273cc3-ffe9-40f4-b6d6-30c542210d46",
                    "skillName": "SP-SystemTest1",
                    "skills": [{
                            "agentId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
                            "skillId": "14d829ef-c7fd-475e-a0b5-91d5592289c7",
                            "skillName": "SystemTest1",
                            "skillType": "proficiency",
                            "skillValue": "5"
                        }, {
                            "agentId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
                            "skillId": "6e5db425-37fe-4675-9aeb-ad87456f2fd9",
                            "skillName": "Demo",
                            "skillType": "proficiency",
                            "skillValue": "5"
                        }
                    ],
                    "teamId": "0704bfd2-b7d3-44f5-8cae-8794dd3413b6",
                    "teamName": "Demo_Team",
                    "type": "Agent",
                    "wrapUpTimestamp": null
                }
            },
            "previousVTeams": ["1e322037-6c40-44ac-9d5b-3cf3c2309cd8"],
            "queuedTimestamp": 1756288829055,
            "state": "new",
            "workflowManager": "IMI"
        },
        "interactionId": "5b434cfe-b43b-40ae-83d1-d45618cf4d5d",
        "mediaResourceId": "CSRUHFTLH7FOY02Q",
        "orgId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
        "queueMgr": "aqm",
        "ronaTimeout": 32,
        "trackingId": "d9938c9d-0ea5-4471-a96e-be68b3916db3",
        "type": "AgentOfferContact"
    },
    "orgId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
    "trackingId": "notifs_70f5ceff-341e-4b22-a551-626915a78692",
    "type": "RoutingMessage"
}
"]

JS code snippet and Response from the Accept Contact

let acceptContactResponse = await Desktop.agentContact.accept({interactionId: callOfferedInteractionId});
logger.info('Log: acceptContactResponse: '+ JSON.stringify(acceptContactResponse));

<code JavaScript> { 

  "data": {
      "agentEmailId": "[email protected]",
      "agentId": "e29ade61-5a99-4b11-aca0-ff0bb45ba47a",
      "campaignReservationKey": null,
      "eventTime": 1756305797834,
      "eventType": "RoutingMessage",
      "interaction": {
          "callAssociatedData": {
              "ani": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "ani",
                  "global": false,
                  "isSecure": false,
                  "name": "ani",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "STRING",
                  "value": "353850001234"
              },
              "customerName": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "customerName",
                  "global": false,
                  "isSecure": false,
                  "name": "customerName",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "STRING",
                  "value": "Gerard O'Rourke"
              },
              "customerNumber": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "customerNumber",
                  "global": false,
                  "isSecure": false,
                  "name": "customerNumber",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "STRING",
                  "value": "353850001234"
              },
              "dn": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "dn",
                  "global": false,
                  "isSecure": false,
                  "name": "dn",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "STRING",
                  "value": "Whatsapp 0875551234"
              },
              "eircode": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "Eircode",
                  "global": true,
                  "isSecure": false,
                  "name": "eircode",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "STRING",
                  "value": "ABC1234"
              },
              "item": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "Item",
                  "global": true,
                  "isSecure": false,
                  "name": "item",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "STRING",
                  "value": "pole"
              },
              "latitude": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "Latitude",
                  "global": true,
                  "isSecure": false,
                  "name": "latitude",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "DECIMAL",
                  "value": "53.27005"
              },
              "locationProvided": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "Location Provided",
                  "global": true,
                  "isSecure": false,
                  "name": "locationProvided",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "BOOLEAN",
                  "value": "true"
              },
              "longitude": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "Longitude",
                  "global": true,
                  "isSecure": false,
                  "name": "longitude",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "DECIMAL",
                  "value": "-6.117269"
              },
              "ronaTimeout": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "ronaTimeout",
                  "global": false,
                  "isSecure": false,
                  "name": "ronaTimeout",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "STRING",
                  "value": "32"
              },
              "virtualTeamName": {
                  "agentEditable": false,
                  "agentViewable": true,
                  "displayName": "virtualTeamName",
                  "global": false,
                  "isSecure": false,
                  "name": "virtualTeamName",
                  "reportable": false,
                  "secureKeyId": "",
                  "secureKeyVersion": 0,
                  "type": "STRING",
                  "value": "Demo_WhatsApp_Q"
              }
          },
          "callAssociatedDetails": {
              "ani": "353850001234",
              "customerName": "Gerard O'Rourke",
              "customerNumber": "353850001234",
              "dn": "Whatsapp 0875551234",
              "mediaResourceId": "CSRUHFTLH7FOY02Q",
              "ronaTimeout": "32",
              "virtualTeamName": "Demo_WhatsApp_Q"
          },
          "callFlowParams": {},
          "callProcessingDetails": {
              "EP_ID": "1e322037-6c40-44ac-9d5b-3cf3c2309cd8",
              "QMgrName": "aqm",
              "QueueId": "50cf5fa9-778c-4d42-b133-0decabfacb4c",
              "ROUTING_TYPE": "queueBasedRouting",
              "ani": "353850001234",
              "checkAgentAvailability": "false",
              "contactAssignmentType": "ACD",
              "customerName": "Gerard O'Rourke",
              "customerNumber": "353850001234",
              "dnis": "Whatsapp 0875551234",
              "isParked": "false",
              "mediaResourceId": "CSRUHFTLH7FOY02Q",
              "participantInviteTimeout": "false",
              "priority": "5",
              "removeSkillsOnTransferToQueue": "false",
              "requiredSkillList": "[]",
              "ronaTimeout": "32",
              "taskToBeSelfServiced": "false",
              "virtualTeamName": "Demo_WhatsApp_Q",
              "vteamId": "50cf5fa9-778c-4d42-b133-0decabfacb4c"
          },
          "contactDirection": {
              "type": "INBOUND"
          },
          "createdTimestamp": 1756305796866,
          "currentVTeam": "50cf5fa9-778c-4d42-b133-0decabfacb4c",
          "flowProperties": null,
          "interactionId": "9ae67000-6969-4752-9961-970d64523950",
          "isFcManaged": false,
          "isMediaForked": false,
          "isTerminated": false,
          "mainInteractionId": "9ae67000-6969-4752-9961-970d64523950",
          "media": {
              "CSRUHFTLH7FOY02Q": {
                  "holdTimestamp": null,
                  "isHold": false,
                  "mType": "mainCall",
                  "mediaMgr": "digitalmm",
                  "mediaResourceId": "CSRUHFTLH7FOY02Q",
                  "mediaType": "social",
                  "participants": ["353850001234", "e29ade61-5a99-4b11-aca0-ff0bb45ba47a"]
              }
          },
          "mediaChannel": "whatsapp",
          "mediaProperties": null,
          "mediaType": "social",
          "orgId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
          "outboundType": null,
          "owner": "e29ade61-5a99-4b11-aca0-ff0bb45ba47a",
          "parentInteractionId": "9ae67000-6969-4752-9961-970d64523950",
          "participants": {
              "353850001234": {
                  "callerId": null,
                  "hasJoined": true,
                  "hasLeft": false,
                  "id": "353850001234",
                  "isInPredial": false,
                  "pType": "Customer",
                  "type": "Customer"
              },
              "e29ade61-5a99-4b11-aca0-ff0bb45ba47a": {
                  "autoAnswerEnabled": false,
                  "bnrDetails": null,
                  "callerId": null,
                  "channelId": "54a897a6-3fe6-44cc-89c9-dcd6439c39e2",
                  "consultState": null,
                  "consultTimestamp": null,
                  "currentState": null,
                  "currentStateTimestamp": null,
                  "deviceCallId": null,
                  "deviceId": null,
                  "deviceType": null,
                  "dn": "webrtc-e29ade61-5a99-4b11-aca0-ff0bb45ba47a",
                  "hasJoined": true,
                  "hasLeft": false,
                  "id": "e29ade61-5a99-4b11-aca0-ff0bb45ba47a",
                  "isConsulted": false,
                  "isInPredial": false,
                  "isOffered": true,
                  "isWrapUp": false,
                  "isWrappedUp": false,
                  "joinTimestamp": 1756305797818,
                  "lastUpdated": 1756305797818,
                  "name": "Bob Bobster",
                  "pType": "Agent",
                  "queueId": "50cf5fa9-778c-4d42-b133-0decabfacb4c",
                  "queueMgrId": "aqm",
                  "sessionId": "5e86befc-c0bb-4d21-80c6-865da6ecc20f",
                  "siteId": "520884d1-c809-4c0e-bad1-7255f66b59f2",
                  "skillId": "f2273cc3-ffe9-40f4-b6d6-30c542210d46",
                  "skillName": "SP-SystemTest1",
                  "skills": [{
                          "agentId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
                          "skillId": "14d829ef-c7fd-475e-a0b5-91d5592289c7",
                          "skillName": "SystemTest1",
                          "skillType": "proficiency",
                          "skillValue": "5"
                      }, {
                          "agentId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
                          "skillId": "6e5db425-37fe-4675-9aeb-ad87456f2fd9",
                          "skillName": "Demo",
                          "skillType": "proficiency",
                          "skillValue": "5"
                      }
                  ],
                  "teamId": "0704bfd2-b7d3-44f5-8cae-8794dd3413b6",
                  "teamName": "Demo_Team",
                  "type": "Agent",
                  "wrapUpTimestamp": null
              }
          },
          "previousVTeams": ["1e322037-6c40-44ac-9d5b-3cf3c2309cd8"],
          "queuedTimestamp": null,
          "state": "connected",
          "workflowManager": "IMI"
      },
      "interactionId": "9ae67000-6969-4752-9961-970d64523950",
      "mediaResourceId": "CSRUHFTLH7FOY02Q",
      "orgId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
      "queueMgr": "aqm",
      "reservationInteractionId": null,
      "trackingId": "bf4e44db-88f5-4118-ad96-795c348098bf",
      "type": "AgentContactAssigned"
  },
  "orgId": "5818cf70-ae2c-4baa-8f1f-48887c8a806a",
  "trackingId": "notifs_600dfa47-f8e2-44de-b2f8-b7577f91142b",
  "type": "RoutingMessage"

} <code>

  • vendors/cisco/wxcc/widgets/desktop-agentcontact.txt
  • Last modified: 2025/08/27 15:48
  • by gerardorourke