Client Connector Events Bridge - Websockets API 1.0.0 documentation

Client Connector Events Bridge - Websockets API 1.0.0

The CCEB Websockets API provides a way to subscribe to real-time updates from the CCEB that will route client acctions to the specific ContactCenter backends and it will route the notifications from Contact Center backend to the subscribed clients.

General Considerations

All messages sent and received via WebSockets are encoded in JSON format
Keys are in snake case, except when stated otherwise, for example the actions that have to map to AVRO records.
Before using the API, clients will have to perform the discovery process to get the endpoint they should use to connect to the CCEB
After discovering the endpoint, clients will have to connect to the CCEB using the WebSocket protocol, and as a first message, they will have to send a hello message to the CCEB to complete the authentication.
Once the client is authenticated, it will be automatically subscribed to the events that that particular CC agent should receive.
For every notification received, the client will have to send an ack message to the CCEB to confirm the reception of the notification.
For every action that the client wants to perform, it will have to send a action message to the CCEB.
The CCEB will send an ack message to the client to confirm the reception of the action.

Long-Lived Sessions

Long-lived sessions enable mobile and engage clients to maintain session state for push notification delivery without requiring persistent WebSocket connections. When a client requests a long-lived session:

The session remains active for 72 hours after WebSocket disconnection
The server returns a session_key that can be used to reconnect to the same session
Chat availability remains set as long as valid long-lived sessions exist
When reconnecting with a session_key, if the session is still valid, the same session is resumed
If the session_key refers to an expired or invalid session, a new session is created with a new session_key
Clients can enable auto_accept to automatically accept assigned interactions

Supported action types:

CCEB will accept the following actions, defined in the following repository, vcc-core-avro-records. Any fields defined in the Avro record schema should be passed on the attribute data.action_details of the action message, except for irInstance, tenantGuid and agentGuid those can't be set as are reserved for the CCEB to ensure authorization for those actions and to prevent clients to take actions on behalf of other agents. Other reserved fields that cannot be set are: isSystemAction, isRelocate and source. Because WorkD doesn't have the Agent GUIDs of all the agents when triggering the transfer, cancel transfer and Agent to Agent chat request, instead of passing the Agent GUIDs, the WorkD will pass the destinationAgentContactId (instead of destinationAgentGuid) or secondAgentContactId (instead of secondAgentGuid) of the agent. The CCEB will then resolve the Agent GUID based on the contactId and tenantId. Record name should be passed on attribute data.action, the list of suppprted actions are:

UpdateInteractionEvent
RequestAgentInteractionListEvent
InitiatePhoneCallEvent
HoldAgentTelephoneLineEvent
UnholdAgentTelephoneLineEvent
CancelTransferEvent
AgentToAgentChatRequestEvent
ConferenceAgentTelephoneLinesEvent
InitiateEmailInteractionEvent
EndPostProcessingEvent
DeleteInteractionEvent
EndEmailInteractionEvent
ForwardInteractionEvent
BlindTransferEvent
AcceptInteractionEvent
TransferAgentTelephoneLinesEvent
HangupAgentTelephoneLineEvent
HangupParticipantTelephoneLineEvent
MuteAgentTelephoneLineEvent
UnmuteAgentTelephoneLineEvent
AcceptInteractionEvent
RejectInteractionEvent
SkipOutboundCampaignEvent
StartOutboundCampaignEvent
HoldAgentTelephoneLineEvent
ChangeAgentStateEvent
ChangeAgentSubStateEvent
SetAgentNextStatusEvent
TclAndDispositionRequestEvent
PhoneValidationValidateEvent
PhoneVerificationPinEvent
PhoneValidationCancelEvent
PhoneValidationStatusEvent
SetOffHookConnectionEvent
RejectOffHookEvent
OffHookConnectionStatusEvent
OffHookAuthPinValidationEvent
OffHookCancelledEvent

Operations

REQUEST /ws/v1

Operation IDauthenticate

Accepts the following message:

hello

Initial authentication message

Message IDhello

The client will have to send this message to the CCEB to complete the authentication

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "hello",
    "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...",
    "tenant_id": "wavecell",
    "silent_login": false
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "hello",
    "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...",
    "tenant_id": "wavecell",
    "long_lived_session": true,
    "auto_accept": true,
    "silent_login": false
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "hello",
    "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...",
    "tenant_id": "wavecell",
    "session_key": "long_lived:tN8K0QI12X",
    "long_lived_session": true,
    "silent_login": false
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Provisioning notifications are sent when changes occur to tenant configuration, including agents, queues, agent groups, and access rights. These events provide real-time updates about configuration changes in the contact center system.

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

REQUEST /ws/v1

Operation IDaction

Accepts the following message:

action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_response

Acknowledge message

Message IDuuid_ack_response

CCEB will send the ack message whenever it accepted an action from the client.

object

Examples

REPLY /ws/v1

Operation IDinteraction_update

Accepts the following message:

interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDagent_interaction

Accepts the following message:

agent_interaction

Current interaction status assigned to the agent.

Message IDagent_interaction

Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb",
  "data": {
    "type": "notification",
    "event": "agent_interaction",
    "event_details": {
      "status": "assigned",
      "type": "chat",
      "agent_initiated": false,
      "display_info": {
        "channel": "channel@8x8.com"
      },
      "external": true,
      "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        },
        {
          "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1",
          "type": "customer"
        }
      ],
      "is_full_email": true,
      "is_supervisor_listening": false,
      "is_supervisor_whispering": false,
      "offered_time": "1660215896800",
      "post_process_timeout": "5",
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~email~~106",
      "resource": {
        "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0",
        "type": "chat"
      },
      "user_data": {
        "cas": "348",
        "cha": "channel@8x8.com",
        "channelName": "Channel Name",
        "cnt": "1",
        "ema": "dummy@8x8.com",
        "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>",
        "med": "E",
        "nam": "Fname LName",
        "org": "N/A",
        "otim": "1660120378",
        "priority": "50",
        "queueDirection": "in",
        "sub": "Email Subject",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "b00",
        "tenantSkillName": "email-queue",
        "tim": "1660120378",
        "tok": "824",
        "waitTime": "95518"
      }
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDinteractions_list

Accepts the following message:

interactions_list

Interaction list notification

Message IDinteractions_list

When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interactions_list",
    "event_details": {
      "interactions": [
        "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
        "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
        "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell"
      ]
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interactions_list",
    "event_details": {
      "interactions": []
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDpresence

Accepts the following message:

presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDcall_leg

Accepts the following message:

call_leg

Call leg updates

Message IDcall_leg

Call leg status updates for phone interactions.

allOf

Examples

{
  "uuid": "string",
  "data": {
    "type": "notification",
    "event": "call_leg",
    "event_details": {
      "id": "string",
      "agent_id": "string",
      "status": "string",
      "interaction": {
        "id": "string"
      }
    }
  }
}

This example has been generated automatically.

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDswitch_line

Accepts the following message:

switch_line

Switch line update

Message IDswitch_line

Notification when the current line is switched in the client application.

allOf

Examples

{
  "uuid": "string",
  "data": {
    "type": "notification",
    "event": "switch_line",
    "event_details": {
      "agent_id": "string",
      "from": {
        "interaction_id": "string",
        "call_status": "hold"
      },
      "to": {
        "interaction_id": "string",
        "call_status": "hold"
      }
    }
  }
}

This example has been generated automatically.

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDrecording_ready

Accepts the following message:

recording_ready

Recording ready notification

Message IDrecording_ready

Notification sent when a call recording is ready for playback/download.

allOf

Examples

{
  "uuid": "string",
  "data": {
    "type": "notification",
    "event": "recording_ready",
    "event_details": {
      "recording_duration_in_sec": "string",
      "recording_estimated_deletion_utc_time": "string",
      "recording_filename": "string",
      "recording_folder": "string",
      "recording_location": "string",
      "recording_nfs_name": "string",
      "enable_archiver": "string",
      "event_time": "string",
      "tenant_id": "string"
    }
  }
}

This example has been generated automatically.

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDcampaign_status

Accepts the following message:

campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDagent_line_status

Accepts the following message:

agent_line_status

Agent line status notification

Message IDagent_line_status

Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "agent_line_status",
    "event_details": {
      "case_subject": "",
      "tenant_skill_name": "Queue de campanie",
      "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT",
      "participating_agents": "arnold engage pilot",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "cas": "",
      "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e",
      "media_type_id": "MType_Phone",
      "event_time": "1758109945",
      "action": "updated",
      "calling_name": "+14085136905",
      "channel_name": "",
      "nam": "",
      "line_number": "1",
      "cha": "",
      "status": "3",
      "message_id": "701"
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDmonitoring_agent_list

Accepts the following message:

monitoring_agent_list

Monitoring agent list notification

Message IDmonitoring_agent_list

Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "monitoring_agent_list",
    "event_details": {
      "monitoring_agent_list": [
        "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e",
        "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc"
      ]
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDprovisioning

Accepts the following message:

provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDphone_validation

Accepts the following message:

phone_validation

Workplace phone validation update

Message IDphone_validation

State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "phone_validation",
    "event_details": {
      "state": "offering",
      "timeout": 60
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a89",
  "data": {
    "type": "notification",
    "event": "phone_validation",
    "event_details": {
      "state": "answered"
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a",
  "data": {
    "type": "notification",
    "event": "phone_validation",
    "event_details": {
      "state": "verified"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b",
  "data": {
    "type": "notification",
    "event": "phone_validation",
    "event_details": {
      "state": "invalid"
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c",
  "data": {
    "type": "notification",
    "event": "phone_validation",
    "event_details": {
      "state": "rejected"
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d",
  "data": {
    "type": "notification",
    "event": "phone_validation",
    "event_details": {
      "state": "dropped"
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDoff_hook

Accepts the following message:

off_hook

Off-hook (persistent phone connection) notification

Message IDoff_hook

Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.
Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "off_hook",
    "event_details": {
      "state": "offering",
      "timeout": 30
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "off_hook",
    "event_details": {
      "state": "enabled"
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "off_hook",
    "event_details": {
      "state": "authenticated",
      "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "off_hook",
    "event_details": {
      "state": "invalid"
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "off_hook",
    "event_details": {
      "state": "dropped"
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

REPLY /ws/v1

Operation IDagent_phone_update

Accepts the following message:

agent_phone_update

Agent phone update notification

Message IDagent_phone_update

Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls
1 — Agent is able to start recording (*)
2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "agent_phone_update",
    "event_details": {
      "tenant_id": "vodautomationpilo98201",
      "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ",
      "recording_controls": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "agent_phone_update",
    "event_details": {
      "tenant_id": "vodautomationpilo98201",
      "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ",
      "recording_controls": 1
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "agent_phone_update",
    "event_details": {
      "tenant_id": "vodautomationpilo98201",
      "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ",
      "recording_controls": 2
    }
  }
}

REPLY INFORMATION

REPLY CHANNEL INFORMATION

Reply will be provided via this designated address: /ws/v1

Address: /ws/v1

Messages:

#0hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "silent_login": false } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "long_lived_session": true, "auto_accept": true, "silent_login": false } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "hello", "token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...", "tenant_id": "wavecell", "session_key": "long_lived:tN8K0QI12X", "long_lived_session": true, "silent_login": false } }
#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "ack_uuids": [ "string" ], "data": { "type": "ack" } }

This example has been generated automatically.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
Examples
{ "ack_elapsed": [ {} ], "ack_uuids": [ "string" ] }

This example has been generated automatically.

#3hello_reply

Initial authentication reply message

Message IDhello_reply

The CCEB will send this message to the client to confirm the authentication

allOf

Examples

#1 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "sQqRs92lMcc",
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164",
    "limits": {
      "rate_limit": 10
    }
  }
}

#2 Example

{
  "ack_elapsed": {
    "c420f380-719e-11ef-968b-cb6a61300a88": 0
  },
  "ack_uuids": [
    "c420f380-719e-11ef-968b-cb6a61300a88"
  ],
  "data": {
    "type": "hello",
    "session_key": "long_lived:tN8K0QI12X",
    "is_long_lived": true,
    "published_version": "7926d73",
    "capabilities": [
      "FULL_EMAIL_INTEGRATION",
      "MEDIA_AVAILABILITY",
      "WEB_PHONE",
      "STATUS_CODE_UPDATE",
      "OUTBOUND_SMS",
      "COLD_TRANSFER_CHAT"
    ],
    "dialplan_name": "e164"
  }
}

#4action

Action sent to the CCEB by the client to trigger a specific behaviour.

Message IDaction

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 4,
      "sclListId": "1",
      "sclItemId": "1",
      "shortCode": "Coffe time"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "ChangeAgentStateEvent",
    "action_details": {
      "stateValue": 3
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "action",
    "action": "AcceptInteractionEvent",
    "action_details": {
      "interactionGuid": "int-1924d47ec49-LA6eW6xCd07wKlaSaTrHIWyIS-chat-01-d50autobots17201"
    }
  }
}

#5interaction_update

Interaction update notification

Message IDinteraction_update

When Interaction router will assign an interaction to an agent, he weill recevie this notification.

allOf

object

allOf

object

event

string

Const:"interaction_update"

object

string

new_id

string

type

string

status

string

The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)
queued: Interaction is waiting in queue (tenant-only)
dequeued: Interaction was removed from queue (tenant-only)
assigned: Interaction assigned to an agent
accepted: Agent accepted the interaction
rejected: Agent rejected the interaction (tenant-only)
postprocess: Interaction is in post-processing
end_post_process: Post-processing completed
unassigned: Interaction unassigned from agent
deleted: Interaction was deleted (tenant-only)
queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)
supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

agent_id

string

The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction
assigned: Interaction assigned to an agent
deleted: Agent deletes interaction (omitted for system deletes)
destination-answered: Outbound call destination answered by agent
end_post_process: Agent ends post-processing
join-lines-request: Agent requests to join lines
joined: Agent joins interaction
participant-change: Agent changes participants
postprocess: Agent in post-processing
reconnect: Agent reconnects
reconnect-request: Agent requests reconnect
rejected: Agent rejects interaction
supervisor-join-request: Supervisor join request
unassigned: Interaction unassigned from agent
transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction
customer-accepted: Customer accepts (not agent)
deleted: System deletes interaction
dequeued: System dequeues interaction (timeout, route to voicemail)
destination-answered: System event for destination answered
queue-timeout: System timeout in queue
queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time

string

agent_initiated

string

dequeue_trigger

string

The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction
IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue
QUEUE_OPT_OUT: Interaction was removed from queue by user action
ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"

reconnect_reason

string

dest_type

string

callback

string

forward_type

string

utility_interaction_type

string

is_full_email

string

transfer_status

string

transfer_failed_reason

string

transfer_time

string

campaign_id

string

external

boolean

call_type

string

"DirectCall"
"OutboundCall"

prompting_timeout

integer

post_processing_time

integer

post_processing_prompting_timeout

integer

object

array<object>

timeout

string

is_blind_transfer

boolean

dialled_number

string

The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "assigned",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "prompting_timeout": "30",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "id": "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell",
      "type": "chat",
      "status": "accepted",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "external": true,
      "prompting_timeout": 0,
      "tenant_queue": {
        "label": "wavecell~~queue~~chat~~101"
      },
      "interaction_participants_list": [
        {
          "display_name": "Cosmin, Malutan",
          "nick_name": "Cosmin MM",
          "type": "agent",
          "id": "wavecell-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "initiator": true
        }
      ],
      "user_data": {
        "cha": "Boom --",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:03d1d294-a191-4ef4-887c-3a46eb50a44e",
        "channelId": "OyqF_C2_SA6BjfsIZhRS-w",
        "channelName": "Boom --",
        "cnt": "1",
        "con": "0",
        "createInteractionTimestampNanos": "1729251654013000",
        "customerEmail": "ccc@cc.cc",
        "customerLanguage": "en",
        "ema": "ccc@cc.cc",
        "extTransactionData": "[What's your email address?|ccc@cc.cc]",
        "extTransactionDataID": "[$emailAddress|ccc@cc.cc]",
        "ipaddress": "185.221.220.92",
        "med": "C",
        "otim": "1729251656",
        "priority": "50",
        "queueDirection": "in",
        "tenantName": "wavecell",
        "tenantRecServer": "b00",
        "tenantSkillName": "WaveCell",
        "tim": "1729251656",
        "timezoneOffset": "-180",
        "tok": "3",
        "type": "WEB_CHAT",
        "waitTime": "3003"
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "accepted",
      "event_time": "1595321130651",
      "type": "chat",
      "agent_initiated": false,
      "campaign_id": "0",
      "display_info": {
        "channel": "cc"
      },
      "external": true,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "interaction_participants_list": [
        {
          "id": "CtlGuest-vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
          "type": "customer"
        },
        {
          "display_name": "Cosmin,Malutan",
          "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
          "nick_name": "Cosmin MM",
          "type": "agent"
        }
      ],
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "user_data": {
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1",
        "waitTime": "1"
      }
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "",
      "status": "end_post_process",
      "event_time": "1595321130651",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "cmalutan",
      "status": "unassigned",
      "event_time": "1595321130651",
      "agent_initiated": false,
      "campaign_id": "0",
      "external": false,
      "id": "int-173708c5113-9c55c75fe41549deba6b70c21de9fdd3-chat-00-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~chat~~101",
      "type": "chat",
      "user_data": {
        "callAnsweredTenantTT": "0",
        "callAnsweredTime": "0",
        "callDuration": "00:00:00",
        "callDurationSec": "0",
        "callHangupTenantTT": "0",
        "callHangupTime": "0",
        "cha": "cc",
        "chaletChat": "true",
        "chaletRoom": "vcc-chat:0f2c9919-2977-4b8a-a22a-57f4294d758b",
        "channelName": "cc",
        "cnt": "1",
        "createInteractionTimestampNanos": "1595321110702000",
        "customerEmail": "fff@fff.com",
        "disposition_code": "1000",
        "ema": "fff@fff.com",
        "extTransactionData": "[E-mail|fff@fff.com][Name|ffffd]",
        "extTransactionDataID": "[$emailAddress|fff@fff.com][_name|ffffd]",
        "ipaddress": "172.18.0.1",
        "med": "C",
        "otim": "1595321110",
        "priority": "60",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "nfsdevLOCAL",
        "tenantSkillName": "cq",
        "tim": "1595321110",
        "timezoneOffset": "-180",
        "tok": "1"
      }
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_initiated": false,
      "dequeue_trigger": "IN_QUEUE_TIMEOUT",
      "event_time": "1760966830650",
      "external": false,
      "id": "int-19a01cd35c2-hAoUVhviPheISjojSIrkfUdGP-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "dequeued",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "otim": "1760966820",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tim": "1760966820",
        "tok": "14496"
      }
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1760966860986",
      "external": false,
      "id": "int-19a01cd6b85-PR2U2HuvXHE3ihZCWsoG8zdMp-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~191",
      "status": "queue-timeout",
      "type": "phone",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "disposition_code": "1000",
        "med": "T",
        "originalTokenId": "14496",
        "otim": "1760966831",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~191",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB 2",
        "tim": "1760966831",
        "tok": "14497"
      }
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "event_time": "1759835619925",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "",
      "status": "created",
      "type": "phone",
      "dialled_number": "+19455230162",
      "user_data": {
        "@pri": "100",
        "callingName": "+12223331111",
        "cha": "18604068934",
        "channelName": "18604068934",
        "cnt": "0",
        "con": "0",
        "med": "T",
        "originalTokenId": "11821",
        "pho": "+12223331111",
        "phoneNum": "+12223331111",
        "priority": "50",
        "que": "MOCKTENANT~~queue~~phone~~118",
        "queueDirection": "in",
        "tenantName": "MOCKTENANT",
        "tenantRecServer": "MOCK_CLUSTER",
        "tenantSkillName": "TLE_Q_INB",
        "tok": "11822"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "interaction_update",
    "event_details": {
      "agent_id": "agZzUjkR0hSquEzAKtMt7KQg",
      "event_time": "1759835655463",
      "external": false,
      "id": "int-199be608254-GeGlBvTQNMdpOE8e1oXFVPO0D-phone-01-MOCKTENANT",
      "queue_label": "MOCKTENANT~~queue~~phone~~118",
      "status": "supervisor-join-request",
      "type": "phone",
      "user_data": {}
    }
  }
}

#6agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "f851de06-1d2b-4c11-867f-c4ea3ad34eeb", "data": { "type": "notification", "event": "agent_interaction", "event_details": { "status": "assigned", "type": "chat", "agent_initiated": false, "display_info": { "channel": "channel@8x8.com" }, "external": true, "id": "int-18286e2a990-66c56014113840cfb3fadeb78a3d1f37-email-00-MOCKTENANT", "interaction_participants_list": [ { "display_name": "Cosmin,Malutan", "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4", "nick_name": "Cosmin MM", "type": "agent" }, { "id": "CtlGuest-vcc-chat:ecfa75ac-fbe8-4943-844c-6980194aaaa1", "type": "customer" } ], "is_full_email": true, "is_supervisor_listening": false, "is_supervisor_whispering": false, "offered_time": "1660215896800", "post_process_timeout": "5", "prompting_timeout": "30", "queue_label": "MOCKTENANT~~queue~~email~~106", "resource": { "id": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4-MRT_Email-0", "type": "chat" }, "user_data": { "cas": "348", "cha": "channel@8x8.com", "channelName": "Channel Name", "cnt": "1", "ema": "dummy@8x8.com", "emid": "<481bb4aa-470a-dcc0-fbf2-57ba1ad21f0f@8x8.com>", "med": "E", "nam": "Fname LName", "org": "N/A", "otim": "1660120378", "priority": "50", "queueDirection": "in", "sub": "Email Subject", "tenantName": "MOCKTENANT", "tenantRecServer": "b00", "tenantSkillName": "email-queue", "tim": "1660120378", "tok": "824", "waitTime": "95518" } } } }
#7interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [ "int-1929f6e402c-1c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-2c49163affb243d6a8d4be71a633197b-chat-01-wavecell", "int-1929f6e402c-3c49163affb243d6a8d4be71a633197b-chat-01-wavecell" ] } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "interactions_list", "event_details": { "interactions": [] } } }

#8presence

Presence notification

Message IDpresence

When an agent changes his presence status, he will receive this notification.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 4,
      "show": "chat",
      "sub_status": "none",
      "scl_list_id": "1",
      "scl_item_id": "1",
      "scl_short_code": "Coffe time",
      "timeout": 0
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259583670",
      "status": 2,
      "show": "away",
      "sub_status": "none",
      "scl_list_id": "-1",
      "scl_item_id": "6",
      "scl_short_code": "AgentRelogin",
      "timeout": 0
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "presence",
    "event_details": {
      "status_start_time": "1729259762135",
      "status": 4,
      "show": "chat",
      "timeout": 0
    }
  }
}

#9call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "call_leg", "event_details": { "id": "string", "agent_id": "string", "status": "string", "interaction": { "id": "string" } } } }

This example has been generated automatically.
#10switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "switch_line", "event_details": { "agent_id": "string", "from": { "interaction_id": "string", "call_status": "hold" }, "to": { "interaction_id": "string", "call_status": "hold" } } } }

This example has been generated automatically.
#11recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
{ "uuid": "string", "data": { "type": "notification", "event": "recording_ready", "event_details": { "recording_duration_in_sec": "string", "recording_estimated_deletion_utc_time": "string", "recording_filename": "string", "recording_folder": "string", "recording_location": "string", "recording_nfs_name": "string", "enable_archiver": "string", "event_time": "string", "tenant_id": "string" } } }

This example has been generated automatically.

#12campaign_status

Campaign status notification

Message IDcampaign_status

Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "campaign_status",
    "event_details": {
      "auto_dialed_count": "0",
      "records_added_b4_today": "0",
      "records_added_30": "0",
      "error_code": "0",
      "flushed": "0",
      "records_deleted_30": "0",
      "avg_processing_time_30": "1923.6666666666667",
      "completed_30": "3",
      "completed_rec_30": "2",
      "schema_password": "tenant0839",
      "avg_ring_time_b4_today": "0",
      "id": "64",
      "run_time": "1758002909106",
      "outbound_queue_mode": "preview",
      "auto_dialed_count_30": "0",
      "accepted_30": "4",
      "offered_b4_today": "1",
      "avg_processing_time": "1028.7142857142858",
      "completed_b4_today": "0",
      "staged_b4_today": "9",
      "accepted": "9",
      "completed": "7",
      "skipped_b4_today": "0",
      "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07",
      "avg_processing_time_b4_today": "0",
      "daily_calling_schedule": "null",
      "avg_ring_time": "0",
      "auto_dialed_count_b4_today": "0",
      "max_retry": "-1",
      "retry_enabled": "N",
      "outbound_abandons_30": "0",
      "name": "Cosmin testing 42-64",
      "agent_guid": "MOCKTENANT-cmalutan-6341bfa4-9197-4821-8104-1ec027c1c8b4",
      "outbound_abandons": "0",
      "status": "6",
      "records_added": "0",
      "record_count": "9",
      "enabled": "Y",
      "dynamic_campaign": "N",
      "skipped": "0",
      "skipped_30": "0",
      "schema_user": "tenant0839",
      "completed_rec": "6",
      "offered": "9",
      "records_reached_max_attempts_b4_today": "0",
      "staged_30": "0",
      "start_time": "-1",
      "stop_time": "1758085122416",
      "records_reached_max_attempts_30": "0",
      "completed_rec_b4_today": "0",
      "flushed_30": "0",
      "records_deleted_b4_today": "0",
      "flushed_b4_today": "0",
      "records_reached_max_attempts": "0",
      "outbound_abandons_b4_today": "0",
      "permission": "1",
      "staged": "9",
      "queue_max_abandon_percentage": "0",
      "daily_calling_method": "0",
      "avg_ring_time_30": "0",
      "offered_30": "3",
      "accepted_b4_today": "0",
      "retry_interval": "-1",
      "end_time": "-1",
      "records_deleted": "0",
      "message_id": "1"
    }
  }
}

#13agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_line_status", "event_details": { "case_subject": "", "tenant_skill_name": "Queue de campanie", "interaction_guid": "int-19952a41659-6OvTapZ5e66Oo5KLMpEgktHXv-phone-01-MOCKTENANT", "participating_agents": "arnold engage pilot", "tenant_guid": "MOCKTENANT-df68e9b8-6a79-4c0b-b7b1-1a7b00435f07", "cas": "", "agent_guid": "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "media_type_id": "MType_Phone", "event_time": "1758109945", "action": "updated", "calling_name": "+14085136905", "channel_name": "", "nam": "", "line_number": "1", "cha": "", "status": "3", "message_id": "701" } } }
#14monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "monitoring_agent_list", "event_details": { "monitoring_agent_list": [ "MOCKTENANT-cmalutan2-81115712-90c2-4f69-ae47-312c0280894e", "MOCKTENANT-agent2-12345678-1234-1234-1234-123456789abc" ] } } }

#15provisioning

Provisioning notification

Message IDprovisioning

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)
AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)
AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)
AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)
AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)
AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)
AgentGroupAddedEvent: A new agent group has been created (includes group configuration)
AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)
AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)
TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)
QueueAddedEvent: A new queue has been created (includes full queue configuration)
QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)
QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)

allOf

object

allOf

object

event

string

Const:"provisioning"

provisioning_type

string

The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added
AgentUpdatedEvent: An agent has been updated
AgentDeletedEvent: An agent has been deleted
AgentQueueAddedEvent: A queue has been assigned to an agent
AgentQueueUpdatedEvent: A queue assignment to an agent has been updated
AgentQueueDeletedEvent: A queue assignment has been removed
AgentAccessRightsAddedEvent: Access rights have been added
AgentGroupAddedEvent: An agent group has been created
AgentGroupUpdatedEvent: An agent group has been updated
AgentGroupDeletedEvent: An agent group has been deleted
TenantUpdatedEvent: Tenant configuration has been updated
QueueAddedEvent: A new queue has been created
QueueUpdatedEvent: A queue has been updated
QueueDeletedEvent: A queue has been deleted

"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"

object

Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.
AgentUpdatedEvent: agentId and deltas object with changed fields
AgentDeletedEvent: Only agentId
AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled
AgentQueueDeletedEvent: agentId, queueId
AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags
AgentGroupAddedEvent: groupId, name, and group configuration
AgentGroupUpdatedEvent: groupId and deltas object with changed fields
AgentGroupDeletedEvent: Only groupId
TenantUpdatedEvent: deltas object with changed tenant configuration fields
QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.
QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields
QueueDeletedEvent: Only queueId and queueType

Additional properties are allowed.

Examples

#1 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "firstName": "Cosmin",
      "lastName": "Malutan",
      "email": "cosmin.malutan@8x8.com",
      "phoneExtension": "6897",
      "role": "agent",
      "enabled": true,
      "groupId": 100,
      "ssoLoginId": "COSMIN.ENGAGEPILOT",
      "toolsLanguage": "en_US"
    }
  }
}

#2 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "deltas": {
        "firstName": "Cosmin",
        "lastName": "Malutan",
        "groupId": 175,
        "enabled": true
      }
    }
  }
}

#3 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw"
    }
  }
}

#4 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174,
      "queueName": "MOCKTENANT~~queue~~chat~~174",
      "accessLevel": "80",
      "enabled": true
    }
  }
}

#5 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentQueueDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "queueId": 174
    }
  }
}

#6 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentAccessRightsAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "agentId": "agGkizKeBuT3GX1zd0YBaYnw",
      "accessRightsId": 1,
      "contactViewEnabled": true,
      "contactCreateEnabled": true,
      "contactModifyEnabled": true,
      "contactDeleteEnabled": false,
      "caseViewEnabled": true,
      "caseModifyEnabled": true,
      "caseDeleteEnabled": false
    }
  }
}

#7 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupAddedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175,
      "name": "Support Team",
      "comment": "Main support group",
      "autoAnswerEnabled": false,
      "agentRecordingsEnabled": true
    }
  }
}

#8 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "groupId": 168,
      "deltas": {
        "comment": "Chalet Devs"
      }
    }
  }
}

#9 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "AgentGroupDeletedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "groupId": 175
    }
  }
}

#10 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "TenantUpdatedEvent",
    "event_details": {
      "tenantId": "MOCKTENANT",
      "deltas": {
        "maxAgentsNumber": 305,
        "enabled": true,
        "version": "9.15.0",
        "timezone": "PST8PDT"
      }
    }
  }
}

#11 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueAddedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "warningCallDuration": null,
      "slaTime": 0,
      "guidTenant": "vodautomationpilo98201-5a866cce-9137-4484-9690-276fc82b0147",
      "defaultPriority": 60,
      "priorityRuleExist": false,
      "queueDescription": "To be deleted",
      "enabled": true,
      "maxQueueCapacity": null,
      "skillRoutingEnabled": true,
      "queueName": "vodautomationpilo98201~~queue~~chat~~190",
      "timeToMedium": null,
      "friendlyQueueName": "To be deleted",
      "alertCallDuration": null,
      "slaPercentage": 0,
      "slaNotifyFrequency": 1800,
      "guid": "vodautomationpilo98201-chat-190-7531dec8-c054-40eb-86e5-81f4a28c3e60",
      "guidMediaType": "vodautomationpilo98201-chat-5a866cce-9137-4484-9690-276fc82b0147",
      "slaNotifyEmail": "",
      "timeToLow": null,
      "tokenPriority": 50,
      "slaNotifyEnabled": false,
      "postProcessingTimeout": 5
    }
  }
}

#12 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueUpdatedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat",
      "deltas": {
        "defaultPriority": 60,
        "friendlyQueueName": "To be deleted 1",
        "queueDescription": "To be deleted 1",
        "postProcessingTimeout": 5
      }
    }
  }
}

#13 Example

{
  "uuid": "c420f380-719e-11ef-968b-cb6a61300a88",
  "data": {
    "type": "notification",
    "event": "provisioning",
    "provisioning_type": "QueueDeletedEvent",
    "event_details": {
      "tenantId": "vodautomationpilo98201",
      "queueId": 190,
      "queueType": "chat"
    }
  }
}

#16phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "offering", "timeout": 60 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a89", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "answered" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8a", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "verified" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8b", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8c", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "rejected" } } }

#6 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a8d", "data": { "type": "notification", "event": "phone_validation", "event_details": { "state": "dropped" } } }
#17off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "offering", "timeout": 30 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "enabled" } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "authenticated", "media_resource_id": "mZ0RDNRw9JhQDrPpxBhSpfaTmwtSFJJv" } } }

#4 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "invalid" } } }

#5 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "off_hook", "event_details": { "state": "dropped" } } }
#18agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Examples
#1 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 0 } } }

#2 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 1 } } }

#3 Example
{ "uuid": "c420f380-719e-11ef-968b-cb6a61300a88", "data": { "type": "notification", "event": "agent_phone_update", "event_details": { "tenant_id": "vodautomationpilo98201", "agent_id": "ag6Drnl4wMSaeXZKjgUHqwqQ", "recording_controls": 2 } } }

uuid_ack_action

Acknowledge message

Message IDuuid_ack_action

The client will have to send this message to confirm the reception of a notification

object

Examples

Messages

#1uuid_ack_action
Acknowledge message
Message IDuuid_ack_action
The client will have to send this message to confirm the reception of a notification

object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
#2uuid_ack_response
Acknowledge message
Message IDuuid_ack_response
CCEB will send the ack message whenever it accepted an action from the client.

object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
#3hello
Initial authentication message
Message IDhello
The client will have to send this message to the CCEB to complete the authentication

allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
#4hello_reply
Initial authentication reply message
Message IDhello_reply
The CCEB will send this message to the client to confirm the authentication

allOf
object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
object
object
type
string
Const:"hello"
session_key
string
Session key for this session. Use this to reconnect to the same session if it's a long-lived session. May be different from the provided session_key if that session was expired or invalid.

is_long_lived
boolean
Confirms whether this session is a long-lived session that will persist for 72 hours after disconnection.

published_version
string
array<any>
dialplan_name
string
platform_switch_in_progress
string
Additional properties are allowed.
Additional properties are allowed.
#5action
Action sent to the CCEB by the client to trigger a specific behaviour.
Message IDaction
allOf
object
uuid
string
Additional properties are allowed.
object
object
type
string
Const:"action"
action
string
The action that the client wants to perform

object
The payload of the action

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#6interactions_list
Interaction list notification
Message IDinteractions_list
When the agent will login or refresh the connection, it can ask for current interactions list. The CCEB will send this notification with the list of interactions, and after that, the agent will receive the interaction update notification for each interaction.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#7agent_interaction
Current interaction status assigned to the agent.
Message IDagent_interaction
Current interaction status assigned to the agent, it is being received after agent requests the interactions list. The agent will receive this notification for each interaction.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#8interaction_update
Interaction update notification
Message IDinteraction_update
When Interaction router will assign an interaction to an agent, he weill recevie this notification.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#9presence
Presence notification
Message IDpresence
When an agent changes his presence status, he will receive this notification.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"presence"
object
status_start_time
string
status
integer
Allowed values:
0
1
2
3
4
5
6
7
8
9
10
11
show
string
Allowed values:
"xa"
"away"
"chat"
sub_status
string
Allowed values:
"none"
"stopnew"
"resumestopnew"
scl_list_id
string
scl_item_id
string
scl_short_code
string
timeout
integer
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#10call_leg
Call leg updates
Message IDcall_leg
Call leg status updates for phone interactions.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#11switch_line
Switch line update
Message IDswitch_line
Notification when the current line is switched in the client application.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#12phone_validation
Workplace phone validation update
Message IDphone_validation
State update for an in-progress workplace phone validation. Pushed only to agents configured for persistent / off-hook connection mode while they are validating a new workplace phone number from My Profile -> Phone setup. The flow is: offering -> answered -> verified | invalid (with rejected / dropped as terminal alternates). Only the offering state carries a timeout (in seconds) for the workspace countdown.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#13recording_ready
Recording ready notification
Message IDrecording_ready
Notification sent when a call recording is ready for playback/download.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#14campaign_status
Campaign status notification
Message IDcampaign_status
Campaign status monitoring notification providing updates about outbound campaign statistics and metrics.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"campaign_status"
object
auto_dialed_count
string
records_added_b4_today
string
records_added_30
string
error_code
string
flushed
string
records_deleted_30
string
avg_processing_time_30
string
completed_30
string
completed_rec_30
string
schema_password
string
avg_ring_time_b4_today
string
id
string
run_time
string
outbound_queue_mode
string
auto_dialed_count_30
string
accepted_30
string
offered_b4_today
string
avg_processing_time
string
completed_b4_today
string
staged_b4_today
string
accepted
string
completed
string
skipped_b4_today
string
tenant_guid
string
avg_processing_time_b4_today
string
daily_calling_schedule
string
avg_ring_time
string
auto_dialed_count_b4_today
string
max_retry
string
retry_enabled
string
outbound_abandons_30
string
name
string
agent_guid
string
outbound_abandons
string
status
string
records_added
string
record_count
string
enabled
string
dynamic_campaign
string
skipped
string
skipped_30
string
schema_user
string
completed_rec
string
offered
string
records_reached_max_attempts_b4_today
string
staged_30
string
start_time
string
stop_time
string
records_reached_max_attempts_30
string
completed_rec_b4_today
string
flushed_30
string
records_deleted_b4_today
string
flushed_b4_today
string
records_reached_max_attempts
string
outbound_abandons_b4_today
string
permission
string
staged
string
queue_max_abandon_percentage
string
daily_calling_method
string
avg_ring_time_30
string
offered_30
string
accepted_b4_today
string
retry_interval
string
end_time
string
records_deleted
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#15agent_line_status
Agent line status notification
Message IDagent_line_status
Agent line status monitoring notification providing updates about agent phone line status and interaction details.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#16monitoring_agent_list
Monitoring agent list notification
Message IDmonitoring_agent_list
Agent monitoring list notification providing a list of agents that are monitored by the current user.

allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#17provisioning
Provisioning notification
Message IDprovisioning
Provisioning notifications are sent when changes occur to tenant configuration, including agents, queues, agent groups, and access rights. These events provide real-time updates about configuration changes in the contact center system.

Supported provisioning event types:

AgentAddedEvent: A new agent has been added to the tenant (includes full agent configuration)

AgentUpdatedEvent: An existing agent's configuration has been updated (includes deltas with changed fields)

AgentDeletedEvent: An agent has been deleted from the tenant (includes agentId only)

AgentQueueAddedEvent: A queue assignment has been added for an agent (includes queue details and access level)

AgentQueueDeletedEvent: A queue assignment has been removed from an agent (includes agentId and queueId)

AgentAccessRightsAddedEvent: Access rights have been added/updated for an agent (includes CRM permissions)

AgentGroupAddedEvent: A new agent group has been created (includes group configuration)

AgentGroupUpdatedEvent: An existing agent group's configuration has been updated (includes deltas with changed fields)

AgentGroupDeletedEvent: An agent group has been deleted (includes groupId only)

TenantUpdatedEvent: Tenant-level configuration has been updated (includes deltas with changed fields)

QueueAddedEvent: A new queue has been created (includes full queue configuration)

QueueUpdatedEvent: An existing queue's configuration has been updated (includes deltas with changed fields)

QueueDeletedEvent: A queue has been deleted (includes queueId and queueType only)
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"provisioning"
provisioning_type
string
The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added

AgentUpdatedEvent: An agent has been updated

AgentDeletedEvent: An agent has been deleted

AgentQueueAddedEvent: A queue has been assigned to an agent

AgentQueueUpdatedEvent: A queue assignment to an agent has been updated

AgentQueueDeletedEvent: A queue assignment has been removed

AgentAccessRightsAddedEvent: Access rights have been added

AgentGroupAddedEvent: An agent group has been created

AgentGroupUpdatedEvent: An agent group has been updated

AgentGroupDeletedEvent: An agent group has been deleted

TenantUpdatedEvent: Tenant configuration has been updated

QueueAddedEvent: A new queue has been created

QueueUpdatedEvent: A queue has been updated

QueueDeletedEvent: A queue has been deleted

Allowed values:
"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"
object
Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.

AgentUpdatedEvent: agentId and deltas object with changed fields

AgentDeletedEvent: Only agentId

AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled

AgentQueueDeletedEvent: agentId, queueId

AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags

AgentGroupAddedEvent: groupId, name, and group configuration

AgentGroupUpdatedEvent: groupId and deltas object with changed fields

AgentGroupDeletedEvent: Only groupId

TenantUpdatedEvent: deltas object with changed tenant configuration fields

QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.

QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields

QueueDeletedEvent: Only queueId and queueType

tenantId
string
The tenant ID associated with this provisioning event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#18off_hook
Off-hook (persistent phone connection) notification
Message IDoff_hook
Off-hook notifications carry the agent-visible state of the persistent phone connection (one continuous call between an agent's workplace phone and the platform, on which all of that agent's interactions are bridged for the whole shift).

Two sources produce these notifications:

Inbound from the platform (MessageIds 250-255) — ack on enable/disable, the persistent leg being answered or dropped, the offer being rejected, the response to a status query, and the authentication result.

Synthesised by CCEB when an off-hook-enabled agent's outgoing ChangeAgentStateEvent action requests the Available state. The platform does not emit a notification for the offering itself; CCEB injects one so the client can open the "Connect voice" modal with a countdown immediately, before the platform has had a chance to ring the workplace phone.

state: "authenticated" may carry media_resource_id identifying the persistent media leg. state: "offering" may carry a timeout in seconds for the modal countdown. Other states carry neither.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
#19agent_phone_update
Agent phone update notification
Message IDagent_phone_update
Sent to a single agent when an administrator changes their Agent Recordings Control setting in Configuration Manager (Users > Edit User > Phone). The client uses this to dynamically show or hide recording controls without requiring the agent to log out and back in.

This notification is emitted in addition to the generic provisioning notification for the same AgentUpdatedEvent. The generic message is delivered tenant-wide; agent_phone_update is delivered only to the affected agent.

recording_controls values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.
allOf
object
uuid
string
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.

Schemas

object
uuid
string
Additional properties are allowed.
object
array<object>
Items:
object
Additional properties are allowed.
array<string>
Items:
string
Additional properties are allowed.
object
array<string>
Items:
string
object
type
string
Const:"ack"
Additional properties are allowed.
Additional properties are allowed.
object
object
type
string
Const:"hello"
token
string
JWT token obtained from 8x8's SSO.

tenant_id
string
Tenant into which the user will login.

session_key
string
Optional session key for reconnecting to an existing session. If the session is still valid, the same session will be resumed. If expired or invalid, a new session will be created.

long_lived_session
boolean
When set to true, the session will remain active for 72 hours after WebSocket disconnection, enabling push notification delivery. The server will return a session_key that can be used to reconnect.

Default value:false
auto_accept
boolean
When set to true, assigned interactions will be automatically accepted by the server.

Default value:false
silent_login
boolean
When this property is set to false, CCEB will trigger a login status change when the session is established. It will also trigger a logout status change when the session is lost or the client logs out.

Default value:false
Additional properties are allowed.
Additional properties are allowed.
object
object
type
string
Const:"hello"
session_key
string
Session key for this session. Use this to reconnect to the same session if it's a long-lived session. May be different from the provided session_key if that session was expired or invalid.

is_long_lived
boolean
Confirms whether this session is a long-lived session that will persist for 72 hours after disconnection.

published_version
string
array<any>
dialplan_name
string
platform_switch_in_progress
string
Additional properties are allowed.
Additional properties are allowed.
object
object
type
string
Const:"action"
action
string
The action that the client wants to perform

object
The payload of the action

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interactions_list"
object
array<string>
Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"interaction_update"
object
id
string
new_id
string
type
string
status
string
The current status of the interaction. Common values include:

created: Interaction was just created (tenant-only)

queued: Interaction is waiting in queue (tenant-only)

dequeued: Interaction was removed from queue (tenant-only)

assigned: Interaction assigned to an agent

accepted: Agent accepted the interaction

rejected: Agent rejected the interaction (tenant-only)

postprocess: Interaction is in post-processing

end_post_process: Post-processing completed

unassigned: Interaction unassigned from agent

deleted: Interaction was deleted (tenant-only)

queue-timeout: Interaction timed out in queue (tenant-only, voicemail notification)

supervisor-join-request: Supervisor requested to join the interaction (tenant-only)

Note: Events marked as "tenant-only" are sent to all connected clients for the tenant (typically used for monitoring purposes). Events without this marker are routed only to the specific user/agent involved in the interaction.

agent_id
string
The identifier of the agent associated with this interaction event.

When present: This field is included for agent-initiated or agent-involved events:

accepted: Agent accepts an interaction

assigned: Interaction assigned to an agent

deleted: Agent deletes interaction (omitted for system deletes)

destination-answered: Outbound call destination answered by agent

end_post_process: Agent ends post-processing

join-lines-request: Agent requests to join lines

joined: Agent joins interaction

participant-change: Agent changes participants

postprocess: Agent in post-processing

reconnect: Agent reconnects

reconnect-request: Agent requests reconnect

rejected: Agent rejects interaction

supervisor-join-request: Supervisor join request

unassigned: Interaction unassigned from agent

transfer-init, transfer-failed, transfer-success: Transfer operations

When omitted: This field is not present for system-initiated or customer-initiated events:

created: System creates interaction

customer-accepted: Customer accepts (not agent)

deleted: System deletes interaction

dequeued: System dequeues interaction (timeout, route to voicemail)

destination-answered: System event for destination answered

queue-timeout: System timeout in queue

queued: System queues interaction

Note: The presence of this field indicates which agent is performing or is affected by the interaction event.

event_time
string
agent_initiated
string
dequeue_trigger
string
The reason why the interaction was dequeued. Present when status is "dequeued". Possible values:

INITIATOR_ABANDON: Customer/initiator abandoned the interaction

IN_QUEUE_TIMEOUT: Interaction timed out while waiting in queue

QUEUE_OPT_OUT: Interaction was removed from queue by user action

ROUTE_TO_VOICEMAIL: Interaction was routed to voicemail

Allowed values:
"INITIATOR_ABANDON"
"IN_QUEUE_TIMEOUT"
"QUEUE_OPT_OUT"
"ROUTE_TO_VOICEMAIL"
reconnect_reason
string
dest_type
string
callback
string
forward_type
string
utility_interaction_type
string
is_full_email
string
transfer_status
string
transfer_failed_reason
string
transfer_time
string
campaign_id
string
external
boolean
call_type
string
Allowed values:
"DirectCall"
"OutboundCall"
prompting_timeout
integer
post_processing_time
integer
post_processing_prompting_timeout
integer
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
array<object>
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
timeout
string
is_blind_transfer
boolean
dialled_number
string
The dialled number (DNIS) for the interaction. Present on phone interactions when the information is available from the Interaction Router.

object
Additional properties:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"presence"
object
status_start_time
string
status
integer
Allowed values:
0
1
2
3
4
5
6
7
8
9
10
11
show
string
Allowed values:
"xa"
"away"
"chat"
sub_status
string
Allowed values:
"none"
"stopnew"
"resumestopnew"
scl_list_id
string
scl_item_id
string
scl_short_code
string
timeout
integer
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"call_leg"
object
id
string
agent_id
string
Agent user ID (without tenant prefix)

status
string
object
id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"switch_line"
object
agent_id
string
Agent user ID (without tenant prefix)

object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"phone_validation"
object
state
required
string
Current state of the validation flow. offering is the initial state when the platform places the verification call; answered indicates the agent's phone picked up; verified / invalid are the PIN-check outcomes; rejected / dropped are terminal failures (call rejected, timeout, or cancelled).

Allowed values:
"offering"
"answered"
"rejected"
"dropped"
"verified"
"invalid"
timeout
integer
Seconds left for the agent to enter the PIN. Present only on the offering state; omitted for all other states.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"recording_ready"
object
recording_duration_in_sec
string
Duration of the recording in seconds

recording_estimated_deletion_utc_time
string
Estimated UTC timestamp when the recording will be deleted

recording_filename
string
Filename of the recording

recording_folder
string
Folder path where the recording is stored

recording_location
string
Storage location type (e.g., NFS)

recording_nfs_name
string
NFS server name where the recording is stored

enable_archiver
string
Whether archiver is enabled for this recording

event_time
string
Timestamp when the recording became ready

tenant_id
string
Tenant ID associated with the recording

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
id
string
direction
string
label
string
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
destination_agent_id
string
source_name
string
channel
string
Additional properties are allowed.
object
id
string
display_name
string
nick_name
string
type
string
Allowed values:
"agent"
"customer"
initiator
boolean
Additional properties are allowed.
object
Additional properties:
string
object
id
string
type
string
Allowed values:
"phone"
"chat"
"email"
Additional properties are allowed.
object
interaction_id
string
call_status
string
Allowed values:
"hold"
"answered"
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"campaign_status"
object
auto_dialed_count
string
records_added_b4_today
string
records_added_30
string
error_code
string
flushed
string
records_deleted_30
string
avg_processing_time_30
string
completed_30
string
completed_rec_30
string
schema_password
string
avg_ring_time_b4_today
string
id
string
run_time
string
outbound_queue_mode
string
auto_dialed_count_30
string
accepted_30
string
offered_b4_today
string
avg_processing_time
string
completed_b4_today
string
staged_b4_today
string
accepted
string
completed
string
skipped_b4_today
string
tenant_guid
string
avg_processing_time_b4_today
string
daily_calling_schedule
string
avg_ring_time
string
auto_dialed_count_b4_today
string
max_retry
string
retry_enabled
string
outbound_abandons_30
string
name
string
agent_guid
string
outbound_abandons
string
status
string
records_added
string
record_count
string
enabled
string
dynamic_campaign
string
skipped
string
skipped_30
string
schema_user
string
completed_rec
string
offered
string
records_reached_max_attempts_b4_today
string
staged_30
string
start_time
string
stop_time
string
records_reached_max_attempts_30
string
completed_rec_b4_today
string
flushed_30
string
records_deleted_b4_today
string
flushed_b4_today
string
records_reached_max_attempts
string
outbound_abandons_b4_today
string
permission
string
staged
string
queue_max_abandon_percentage
string
daily_calling_method
string
avg_ring_time_30
string
offered_30
string
accepted_b4_today
string
retry_interval
string
end_time
string
records_deleted
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_line_status"
object
case_subject
string
tenant_skill_name
string
interaction_guid
string
participating_agents
string
tenant_guid
string
cas
string
agent_guid
string
agent_id
string
Agent user ID (without tenant prefix)

media_type_id
string
event_time
string
action
string
calling_name
string
channel_name
string
nam
string
line_number
string
cha
string
status
string
message_id
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"monitoring_agent_list"
object
array<string>
List of agent GUIDs that are monitored by the current user

Items:
string
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"provisioning"
provisioning_type
string
The type of provisioning event. Possible values:

AgentAddedEvent: A new agent has been added

AgentUpdatedEvent: An agent has been updated

AgentDeletedEvent: An agent has been deleted

AgentQueueAddedEvent: A queue has been assigned to an agent

AgentQueueUpdatedEvent: A queue assignment to an agent has been updated

AgentQueueDeletedEvent: A queue assignment has been removed

AgentAccessRightsAddedEvent: Access rights have been added

AgentGroupAddedEvent: An agent group has been created

AgentGroupUpdatedEvent: An agent group has been updated

AgentGroupDeletedEvent: An agent group has been deleted

TenantUpdatedEvent: Tenant configuration has been updated

QueueAddedEvent: A new queue has been created

QueueUpdatedEvent: A queue has been updated

QueueDeletedEvent: A queue has been deleted

Allowed values:
"AgentAddedEvent"
"AgentUpdatedEvent"
"AgentDeletedEvent"
"AgentQueueAddedEvent"
"AgentQueueUpdatedEvent"
"AgentQueueDeletedEvent"
"AgentAccessRightsAddedEvent"
"AgentGroupAddedEvent"
"AgentGroupUpdatedEvent"
"AgentGroupDeletedEvent"
"TenantUpdatedEvent"
"QueueAddedEvent"
"QueueUpdatedEvent"
"QueueDeletedEvent"
object
Details of the provisioning event. The structure varies based on provisioning_type. All events include tenantId. Other fields depend on the event type:

AgentAddedEvent: Full agent configuration including agentId, firstName, lastName, email, etc.

AgentUpdatedEvent: agentId and deltas object with changed fields

AgentDeletedEvent: Only agentId

AgentQueueAddedEvent: agentId, queueId, queueName, accessLevel, enabled

AgentQueueDeletedEvent: agentId, queueId

AgentAccessRightsAddedEvent: agentId, accessRightsId, and various permission flags

AgentGroupAddedEvent: groupId, name, and group configuration

AgentGroupUpdatedEvent: groupId and deltas object with changed fields

AgentGroupDeletedEvent: Only groupId

TenantUpdatedEvent: deltas object with changed tenant configuration fields

QueueAddedEvent: Full queue configuration including queueId, queueType, queueName, enabled, etc.

QueueUpdatedEvent: queueId, queueType, and deltas object with changed fields

QueueDeletedEvent: Only queueId and queueType

tenantId
string
The tenant ID associated with this provisioning event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"off_hook"
object
state
string
Off-hook session state. The full set:

enabled / disabled — agent toggled the persistent-connection capability

offering — the persistent call is being offered (modal opener; carries timeout)

answered — the persistent call was picked up

authenticated — PIN was validated; the persistent call is live (carries media_resource_id)

invalid — wrong PIN; the persistent call has been dropped

rejected — the offer was rejected

dropped — the persistent call was lost mid-shift

none — status-query response when no persistent call exists

Allowed values:
"enabled"
"disabled"
"offering"
"answered"
"authenticated"
"invalid"
"rejected"
"dropped"
"none"
timeout
integer
Seconds for the modal countdown. Present only on offering. Sourced from the agent's offer_timeout configuration when the offering is synthesised by CCEB on the agent's outgoing ChangeAgentStateEvent to Available, or from the platform's status-query reply.

media_resource_id
string
Identifier of the persistent media leg on the platform side. Present only on authenticated.

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
allOf
object
object
type
string
Const:"notification"
event
string
The event type of the received notification

object
The payload of the event

Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.
object
object
event
string
Const:"agent_phone_update"
object
tenant_id
required
string
The tenant ID of the affected agent

agent_id
required
string
The ID of the affected agent

recording_controls
required
integer
Agent Recordings Control state. Values:

0 — Agent does not have recording controls

1 — Agent is able to start recording (*)

2 — Agent is able to start and pause recording (*)

(*) Can be overridden by IVR Voice.

Allowed values:
0
1
2
Additional properties are allowed.
Additional properties are allowed.
Additional properties are allowed.