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Identifying Consult Call via Queue in Webex CC
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12-03-2024 01:23 AM
I am working on the Webex CC Headless Widget and trying to understand how to identify if a consult call via Queue is happening. Below is the complete scenario I am analyzing:
Scenario:
A customer (ABC) dials a DN, and the call lands on an available agent (let’s call them Agent1).
Agent1 initiates a consult call via a Queue number.
The consult call lands on another available agent (let’s call them Agent2).
I inspected the console logs and found that Agent2 receives two events with call type inBound:
- AgentContactReserved
- AgentOfferContact
Upon inspecting the payload, it seems that Agent1 is treated as the "customer" for Agent2.
Main Concerns:
1-How can Agent2 identify that the incoming call is a consult call initiated via a Queue?Is there a specific field in the payload that explicitly indicates this?
2-If no field is available in the payload to directly identify this, what alternative approach can be used to detect that the incoming call is a consult call via Queue?
{
"data": {
"agentEmailId": "****@expertflow.com",
"agentId": "****-****-4aef-9e3d-365744fdfa57",
"eventTime": 1733125681440,
"eventType": "RoutingMessage",
"interaction": {
"callAssociatedData": {
"FC-DESKTOP-VIEW": {
"agentEditable": false,
"agentViewable": true,
"displayName": "",
"global": false,
"isSecure": false,
"name": "FC-DESKTOP-VIEW",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "{\"pop-over\":[{\"name\":\"ani\",\"variableSeq\":\"0\"},{\"name\":\"dn\",\"variableSeq\":\"1\"},{\"name\":\"virtualTeamName\",\"variableSeq\":\"2\"}],\"interaction-panel\":[]}"
},
"Global_FeedbackSurveyOptIn": {
"agentEditable": true,
"agentViewable": true,
"displayName": "Post Call Survey Opt-in",
"global": true,
"isSecure": false,
"name": "Global_FeedbackSurveyOptIn",
"reportable": true,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "False"
},
"ani": {
"agentEditable": false,
"agentViewable": true,
"displayName": "ani",
"global": false,
"isSecure": false,
"name": "ani",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "+****130579"
},
"dn": {
"agentEditable": false,
"agentViewable": true,
"displayName": "dn",
"global": false,
"isSecure": false,
"name": "dn",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "+****30581"
},
"ronaTimeout": {
"agentEditable": false,
"agentViewable": true,
"displayName": "ronaTimeout",
"global": false,
"isSecure": false,
"name": "ronaTimeout",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "18"
},
"virtualTeamName": {
"agentEditable": false,
"agentViewable": true,
"displayName": "virtualTeamName",
"global": false,
"isSecure": false,
"name": "virtualTeamName",
"reportable": false,
"secureKeyId": "",
"secureKeyVersion": 0,
"type": "STRING",
"value": "TElephony_Queue"
}
},
"callAssociatedDetails": {
"ani": "+12****130579",
"dn": "+12****30581",
"ronaTimeout": "18",
"virtualTeamName": "TElephony_Queue"
},
"callFlowParams": {},
"callProcessingDetails": {
"EP_ID": "****-3621-4859-a88c-b00dfee32a85",
"QMgrName": "aqm",
"QueueId": "****-2353-45a8-9d6c-5b6fee01d26e",
"ROUTING_TYPE": "queueBasedRouting",
"ani": "+12****30579",
"checkAgentAvailability": "false",
"customerRegion": "United States",
"dnis": "+1****8130581",
"fceRegisteredEvents": "",
"flowTagId": "Latest",
"mohFileName": "OptinMenu.wav",
"participantInviteTimeout": "false",
"priority": "10",
"queuedDestinationID": "****7-2353-45a8-9d6c-5b6fee01d26e",
"queuedTo": "Queue",
"ronaTimeout": "18",
"taskToBeSelfServiced": "false",
"tenantId": "****-d310-47b8-b1f4-f2812139771b",
"virtualTeamName": "TElephony_Queue",
"vteamId": "****7-2353-45a8-9d6c-5b6fee01d26e",
"workflowId": "****dbc7b6b2c25655ac89e4",
"workflowName": "Telephony_Flow_PCS"
},
"contactDirection": {
"type": "INBOUND"
},
"createdTimestamp": 1733125667033,
"currentVTeam": "****-2353-45a8-9d6c-5b6fee01d26e",
"interactionId": "****-33a4-45f4-9564-39c3b57e9e04",
"isFcManaged": true,
"isMediaForked": false,
"isTerminated": false,
"mainInteractionId": "****-33a4-45f4-9564-39c3b57e9e04",
"media": {
"083****33a4-45f4-9564-39c3b57e9e04": {
"holdTimestamp": null,
"isHold": false,
"mType": "mainCall",
"mediaMgr": "callmm",
"mediaResourceId": "****2f51d-33a4-45f4-9564-39c3b57e9e04",
"mediaType": "telephony",
"participants": [
"+12068130579"
]
}
},
"mediaChannel": "telnyx",
"mediaProperties": null,
"mediaType": "telephony",
"orgId": "****-d310-47b8-b1f4-f2812139771b",
"outboundType": null,
"owner": "****6-854a-4aef-9e3d-365744fdfa57",
"parentInteractionId": "****f51d-33a4-45f4-9564-39c3b57e9e04",
"participants": {
"+12068130579": {
"callerId": null,
"hasJoined": true,
"hasLeft": false,
"id": "+120****0579",
"isInPredial": false,
"pType": "Customer",
"type": "Customer"
},
"af2c****-4aef-9e3d-365744fdfa57": {
"autoAnswerEnabled": false,
"bnrDetails": null,
"callerId": null,
"channelId": "****e1-7e88-49a3-9481-fc4b3853600f",
"consultState": null,
"consultTimestamp": null,
"deviceCallId": null,
"deviceId": null,
"deviceType": null,
"dn": "webrtc-****854a-4aef-9e3d-365744fdfa57",
"hasJoined": false,
"hasLeft": false,
"id": "af2c7f66-854a-4aef-9e3d-365744fdfa57",
"isConsulted": false,
"isInPredial": false,
"isOffered": true,
"isWrapUp": false,
"isWrappedUp": false,
"joinTimestamp": null,
"lastUpdated": 1733125678603,
"name": "Saad Elymany",
"pType": "Agent",
"queueId": "6****77-2353-45a8-9d6c-5b6fee01d26e",
"queueMgrId": "aqm",
"sessionId": "9****c2c6d-ddc3-40d3-9989-c2efe25aa198",
"siteId": "ba09****9-f33d-45c9-a8a5-7926fb651a7f",
"skillId": null,
"skillName": null,
"skills": [],
"teamId": "a14****d7-cf04-47af-ba93-e256227af62c",
"teamName": "Saad_Team",
"type": "Agent",
"wrapUpTimestamp": null
}
},
"previousVTeams": [
"4129b463-3****1-4859-a88c-b00dfee32a85"
],
"queuedTimestamp": 1733125678565,
"state": "new",
"workflowManager": null
},
"interactionId": "0****-33a4-45f4-9564-39c3b57e9e04",
"mediaResourceId": "****f51d-33a4-45f4-9564-39c3b57e9e04",
"orgId": "c48c7dcf-****-47b8-b1f4-f2812139771b",
"queueMgr": "aqm",
"ronaTimeout": 18,
"trackingId": "9bd1b****-10b7-42b6-865d-a2a1a8525803",
"type": "AgentOfferContact"
},
"orgId": "c48c7dcf-****-47b8-b1f4-f2812139771b",
"trackingId": "notifs_60f****ef-879c-4fd5-9004-cdbfd46ac46f",
"type": "RoutingMessage"
}
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