Contact Control APIs

When invoking the following Contact Control APIs, it is important to know that they are asynchronous and may return any of the notification payloads in this guide at any point.

anchorAsynchronous Contact Control APIs - Websocket Notification Payload Mappings

anchorRegistering for Websocket Connection

To register a websocket connection in order to receive notifications during operations like Login, Logout, State Change and Reload use the following API:

Note: All events sent over the websocket are related to the specific agent/supervisor currently logged in.

• Subscribe to Web Socket Notifications for Contact Control

anchorCommon Payload Fields

The following fields appear across many notification payloads and keep the same general meaning wherever they are used.

anchorPossible Notification Payloads Received

anchorAgentAddCampaignReservation

This is triggered when an agent is reserved for an outbound call that is generated by the campaign manager.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentAddCampaignReservation",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "queueMgr": "aqm",
  "campaignId": "campaign-id-1",
  "agentId": "agent-id-1",
  "agentChannelId": "agent-channel-id-1",
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "mediaType": "telephony",
  "eventTime": 1700000000000
}

anchorAgentBlindTransferFailed

This is triggered when a blind transfer to another participant fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentBlindTransferFailed",
  "eventType": "RoutingMessage",
  "interactionId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
  "mediaResourceId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "queueMgr": "dummy-queue-manager",
  "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",
  "destAgentId": "54f0d7e3-938e-4b59-8be8-b0e40fb43b36",
  "interaction": {...},
  "destinationType": "Agent",
  "reason": "MEDIA_MANAGER_INTERNAL_ERROR",
  "reasonCode": 136,
  "trackingId": "ed55a956-1d97-43d8-a309-4686166e3af9"
}

anchorAgentBlindTransferFailedEvent

This is triggered when a blind transfer fails.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "RoutingMessage",
  "interactionId": "cfaac3d5-8e1a-4fc4-80a0-3d604f273987",
  "orgId": "73081463-94b9-4ace-bc6f-d597d1354bf1",
  "agentId": "7faa3405-cf82-4397-b64d-5bfee23ffc55",
  "destAgentId": "1ac430d9-70bd-4e89-97f8-a799d1572a87",
  "agentSessionId": "208b965f-4a7a-4f54-84c6-18bc838ad37d",
  "trackingId": "96ce9730-14e2-11ee-b8fa-537f253a2f1a",
  "reason": "CONTACT_NOT_FOUND",
  "reasonCode": 1042,
  "destinationType": "Agent",
  "eventTime": 1687867392081,
  "type": "AgentBlindTransferFailedEvent"
}

anchorAgentBlindTransferred

This is triggered when a blind transfer to another participant is successful.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentBlindTransferred",
  "eventType": "RoutingMessage",
  "interactionId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "queueMgr": "dummy-queue-manager",
  "mediaResourceId": "0fa1d0dd-9ece-48a3-a7dd-80dd12730444",
  "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",
  "destAgentId": "54f0d7e3-938e-4b59-8be8-b0e40fb43b36",
  "interaction": {...},
  "destinationType": "Agent",
  "trackingId": "ed55a956-1d97-43d8-a309-4686166e3af9"
}

anchorAgentChannelState

This is triggered to reflect the latest state of an agent’s channel after a contact-related update.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "agentId": "agent-id-1",
  "agentSessionId": "agent-session-id-1",
  "channelId": "channel-id-1",
  "subStatus": "Available",
  "wrapupAuxCodeId": "wrapup-aux-code-id-1",
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000,
  "type": "AgentChannelState"
}

anchorAgentConferenceTransferred

This is triggered when conference ownership is handed off to a new participant, typically after the primary agent leaves a conference interaction and a new owner is selected.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConferenceTransferred",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "queueMgr": "queue-manager-1",
  "mediaResourceId": "media-resource-id-1",
  "agentId": "agent-id-1",
  "destAgentId": "agent-id-2",
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "destinationType": "Agent",
  "sourceDn": "source-dn-1",
  "eventTime": 1700000000000
}

anchorAgentConsultConferenced

This is triggered when a consult call is successfully converted to a conference..

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultConferenced",
  "eventType": "RoutingMessage",
  "interactionId": "bc1386ae-ad41-4900-89d1-553fd4010b62",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "queueMgr": "dummy-queue-manager",
  "mediaResourceId": "bc1386ae-ad41-4900-89d1-553fd4010b62",
  "consultMediaResourceId": "d0bcbd38-881f-4d3f-9c77-67f2f0c5d20c",
  "agentId": "d9090e8b-a35d-46bd-9171-2923acaeefda",
  "destAgentId": "2147651221",
  "interaction": {...},
  "trackingId": "5b6679ad-064b-49f0-a647-9fdd2b978735",
  "destinationType": "DN"
}

anchorAgentConsultConferenceEnded

This is triggered when a consult conference ends successfully.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultConferenceEnded",
  "eventType": "RoutingMessage",
  "interactionId": "d9164514-aaab-4220-bbfd-457ff844e279",
  "orgId": "d5284d60-7175-4700-a692-9d861ad3d589",
  "queueMgr": "dummy-queue-manager",
  "consultMediaResourceId": "consult_CSRVZRQN2T4KZ2KB",
  "agentId": "29d67c88-751b-40fb-9672-34f73549c89e",
  "destAgentId": "e98147f3-9f1b-4baf-9062-96584ba31766",
  "interaction": {...},
  "trackingId": "7d5259bb-c3f7-468d-8d72-a7dfa3458e72",
  "destinationType": "Agent",
  "force": false,
  "eventTime": 1687870870115
}

anchorAgentConsultConferencing

This is triggered in consult-to-EP-DN conferencing flows when an agent starts conferencing the consult interaction, and the conferencing update is sent for the parent interaction context.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultConferencing",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "agentId": "agent-id-1",
  "queueMgr": "queue-manager-1",
  "mediaResourceId": "media-resource-id-1",
  "interaction": {...},
  "conferencedParticipantId": "consult-party-id-1",
  "conferencedParticipantType": "EP-DN",
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000
}

anchorAgentConsultCreated

This is triggered when a consult interaction is created successfully.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultCreated",
  "eventType": "RoutingMessage",
  "interactionId": "6e54dd0f-9da5-4ac6-b56b-a2e3657bbb9f",
  "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
  "queueMgr": "dummy-queue-manager",
  "mediaResourceId": "6e54dd0f-9da5-4ac6-b56b-a2e3657bbb9f",
  "consultMediaResourceId": "da957aa2-dfb1-429e-aa5a-a216c874ca38",
  "agentId": "f8373b22-8c29-4e94-8ff6-aa52e50d1a18",
  "destAgentId": "0346a971-acf1-41b0-bb63-c1861e120d30",
  "interaction": {...},
  "trackingId": "c5348bdc-76ff-44c8-9684-7b7a41612656",
  "destinationType": "Agent"
}

anchorAgentConsultEndFailed

This event is triggered when an attempt to end a consult fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultEndFailed",
  "eventType": "RoutingMessage",
  "interactionId": "dc0704cc-4e17-4b1a-944e-9d5e86f87b84",
  "orgId": "f222e3af-1a53-42ef-9deb-7520034b8a10",
  "queueMgr": "dummy-queue-manager",
  "consultMediaResourceId": "8e7ae556-3f22-4839-b949-4fcadff7c9d5",
  "agentId": "16839506-7c48-4a71-ba1b-d585e5d37607",
  "destAgentId": "9997770103",
  "interaction": {...},
  "reason": "MEDIA_MANAGER_PRECONDITION_FAILED",
  "reasonCode": 142,
  "trackingId": "cbdd4a89-b4ee-429d-a86d-72855f6a03b9"
}

anchorAgentConsultFailed

This is triggered when an attempt to start a consult fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultFailed",
  "eventType": "RoutingMessage",
  "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "queueMgr": "dummy-queue-manager",
  "agentId": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
  "destAgentId": "7c4ac9cf-014d-4e09-9e1f-d26b13704fdc",
  "interaction": {...},
  "reason": "NO_MATCHING_AGENT_CHANNEL_FOUND",
  "reasonCode": 1046,
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7",
  "destinationType": "Agent"
}

anchorAgentConsulting

This is triggered when the interaction enters the consulting state.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsulting",
  "eventType": "RoutingMessage",
  "interactionId": "d9af7d2f-cb72-4abc-974e-5484594a1c67",
  "orgId": "348adfa2-b8f0-405c-a516-da004eefde5f",
  "queueMgr": "dummy-queue-manager",
  "consultMediaResourceId": "36a854fe-86c3-42f1-9f2c-1b46ea4409da",
  "agentId": "32247eed-2b46-4b9d-a99b-9b8ba35bdc66",
  "destAgentId": "a6aa9e25-eef4-4711-a62a-a9d846916995",
  "interaction": {...},
  "trackingId": "e0c13af6-85a4-48ec-b657-b4bb1a348177",
  "destinationType": "Agent"
}

anchorAgentConsultTransferFailed

This is triggered when a consult transfer to another participant fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultTransferFailed",
  "eventType": "RoutingMessage",
  "interactionId": "dc0704cc-4e17-4b1a-944e-9d5e86f87b84",
  "orgId": "f222e3af-1a53-42ef-9deb-7520034b8a10",
  "queueMgr": "dummy-queue-manager",
  "mediaResourceId": "dc0704cc-4e17-4b1a-944e-9d5e86f87b84",
  "consultMediaResourceId": "8e7ae556-3f22-4839-b949-4fcadff7c9d5",
  "agentId": "16839506-7c48-4a71-ba1b-d585e5d37607",
  "destAgentId": "9997770103",
  "interaction": {...},
  "reason": "OPERATION_DISALLOWED_FOR_INTERACTION_STATE",
  "reasonCode": 1089,
  "trackingId": "cbdd4a89-b4ee-429d-a86d-72855f6a03b9",
  "destinationType": "DN"
}

anchorAgentConsultTransferred

This is triggered when a consult transfer to another participant is successful.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultTransferred",
  "eventType": "RoutingMessage",
  "interactionId": "93b1212f-9a62-43a4-ac32-a91e544f02c5",
  "orgId": "d5e3a633-13a6-47b1-93cb-fa0dc2cf9717",
  "queueMgr": "dummy-queue-manager",
  "mediaResourceId": "93b1212f-9a62-43a4-ac32-a91e544f02c5",
  "consultMediaResourceId": "e4081e22-03e4-40c5-9c3e-66016b9659bd",
  "transferredMediaResourceId": "e4081e22-03e4-40c5-9c3e-66016b9659bd",
  "agentId": "95c05c44-8c16-425a-9abb-959329291f23",
  "destAgentId": "0cdbef6d-af48-49d2-9167-398917261ca2",
  "interaction": {...},
  "trackingId": "7e992bc6-527b-4667-81dc-38f3ccc45b28",
  "destinationType": "Agent"
}

anchorAgentConsultTransferring

This is triggered in consult-to-EP-DN transfer flows when an agent starts transferring the consult interaction, and the transfer update is sent for the active interaction.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentConsultTransferring",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "agentId": "agent-id-1",
  "queueMgr": "queue-manager-1",
  "mediaResourceId": "media-resource-id-1",
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "transferredParticipantId": "consult-party-id-1",
  "transferredParticipantType": "EP-DN",
  "eventTime": 1700000000000
}

anchorAgentContact

This is triggered during agent reload/relogin recovery when contact details are fetched for active interactions already assigned to the agent.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentContact",
  "eventType": "RoutingMessage",
  "interactionId": "5a3c1e9d-7b42-4f8a-9d6c-2e1f3a4b5c6d",
  "orgId": "1f2e3d4c-5b6a-4a8d-9c1e-7b2a3c4d5e6f",
  "queueMgr": "queue-manager",
  "agentId": "9c7d6e5f-3a2b-4f8d-8e1c-0b9a7d6e5f4c",
  "isConsulted": false,
  "mediaResourceId": "6e5d4c3b-2a1f-4e8d-9c0b-3a2b1c4d5e6f",
  "consultMediaResourceId": null,
  "interaction": {...},
  "trackingId": "2b3c4d5e-6f7a-4a8d-b9c1-3e2f1a4b5c6d",
  "reservedAgentChannelId": null,
  "eventTime": 1700000013000
}

anchorAgentContactAssigned

This is triggered when a contact is successfully assigned to an agent and is ready to be handled, across both inbound and outbound interaction flows.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentContactAssigned",
  "eventType": "RoutingMessage",
  "interactionId": "a8814c56-4ad6-46e3-97a7-b073e51158dc",
  "orgId": "4594f7c7-a526-4be6-b6f1-1c752ea75917",
  "queueMgr": "queue-manager",
  "mediaResourceId": "a18e6b3a-e0c1-4bc3-8d38-c1cf9dc33acd",
  "agentId": "343fac6e-bb8a-4c3e-9c94-92201af01f20",
  "interaction": {...},
  "trackingId": "11cc09b9-cecb-4063-b3ac-eb2f762341b9",
  "eventTime": 1700000000000,
  "reservationInteractionId": null,
  "campaignReservationKey": null,
  "agentEmailId": "agent@example.com"
}

anchorAgentContactAssignFailed

This is triggered when a contact assignment to an agent fails across inbound or outbound interaction flows.

For common payload fields, refer to Common Payload Fields.

{
    "type": "AgentContactAssignedFailed",
    "eventType": "RoutingMessage",
    "interactionId": "92e61c7b-fa90-448b-ac51-078fea52c39e",
    "orgId": "13241ad0-31f0-4c71-87ad-75a9859b3b7d",
    "queueMgr": "queue-manager",
    "mediaResourceId": "74fb6da2-de46-4f2f-90ec-41f8a63c092f",
    "agentId": "8a3f681a-9c61-4dcf-a14e-69329759a094",
    "interaction": {...},
    "reason": "USER_DECLINED",
    "reasonCode": 156,
    "trackingId": "98377bd0-9d12-4330-8552-163ec9cb46b7",
    "eventTime": 1700000000000,
    "reservationInteractionId": null,
    "campaignReservationKey": null,
    "agentEmailId": "agent@example.com"
}

anchorAgentContactEndFailed

This is triggered when an attempt to end the contact fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentContactEndFailed",
  "eventType": "RoutingMessage",
  "interactionId": "7aeefb07-0c79-46bf-9c1b-d558201855b0",
  "orgId": "b333ee78-8263-4370-a60a-967182fc91e4",
  "queueMgr": "dummy-queue-manager",
  "mediaResourceId": "CSR0X8VPA0O3PDXX",
  "agentId": "0bf99cb3-faa8-4f3f-abd4-a171776c424a",
  "interaction": {...},
  "reason": "INVALID_CHAT_STATUS",
  "reasonCode": 150,
  "trackingId": "0ccd89f2-639f-445c-a987-02dc1515aed6",
  "eventTime": 1687846566263
}

anchorAgentContactHeld

This is triggered when an active contact is successfully placed on hold by an agent.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentContactHeld",
  "eventType": "RoutingMessage",
  "interactionId": "7d2491bc-0dae-4c73-8969-f642d590b703",
  "orgId": "2e78188d-2c0d-4c2a-9408-9bd7436095c7",
  "queueMgr": "queue-manager",
  "mediaResourceId": "25deaac7-dd61-42aa-a165-c2124f7a326a",
  "agentId": "3ab74c76-4651-4c8c-9a47-0ca60a716680",
  "interaction": {...},
  "trackingId": "2895e095-a03e-4dd7-8332-7c1cad64a64f",
  "destAgentId": "a74b5306-c898-46b6-9546-cee687286aea",
  "eventTime": 1700000002000
}

anchorAgentContactHoldFailed

This is triggered when an attempt to place an active contact on hold fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentContactHoldFailed",
  "eventType": "RoutingMessage",
  "interactionId": "e7098133-41fb-48ec-8fa1-103f7baef3f8",
  "orgId": "548205a6-bba5-49da-9cfa-c69ea9280fd1",
  "queueMgr": "queue-manager",
  "mediaResourceId": "daa7142b-44b4-453d-a054-0a4d904c9795",
  "agentId": "ce892125-7f8d-467f-b4ef-6b8f9ef7f4b9",
  "interaction": {...},
  "reason": "USER_LEFT",
  "reasonCode": 105,
  "trackingId": "a981de59-a646-4573-8fa7-f2eab7ab6854",
  "eventTime": 1700000000000
}

anchorAgentContactUnassigned

This is triggered when a contact is unassigned from an agent during routing or transfer handling.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentContactUnassigned",
  "eventType": "RoutingMessage",
  "interactionId": "542f0d71-ca8d-4cc6-82e6-9e8fa913dc11",
  "orgId": "d93976e7-d3f0-45d2-b885-e7db5dfb98d6",
  "queueMgr": "queue-manager",
  "mediaResourceId": "2517a2ec-742e-4890-8c7f-42232ff05974",
  "agentId": "89d4d02f-b481-4606-a273-2ecc7cdd9439",
  "interaction": {...},
  "trackingId": "c9753b26-f9ce-4f5f-9d6e-bb97598980a6",
  "reason": null,
  "reasonCode": null,
  "eventTime": 1700000010000
}

anchorAgentContactUnheld

This is triggered when a held contact is successfully resumed by an agent.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentContactUnheld",
  "eventType": "RoutingMessage",
  "interactionId": "8fad4d0b-60a5-4a7a-970a-762879694911",
  "orgId": "fad72201-9c4d-45fc-9c18-7d293930e581",
  "queueMgr": "queue-manager",
  "mediaResourceId": "c41d8ad5-c985-4cb4-9093-f419ea1e9ab0",
  "agentId": "8a9e031c-331f-45e8-97f7-c1dc0bf6ad79",
  "interaction": {...},
  "trackingId": "40b603bc-8ae1-4073-8c42-5a9b20662eb4",
  "destAgentId": null,
  "eventTime": 1700000003000
}

anchorAgentContactUnHoldFailed

This is triggered when an attempt to resume a held contact fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentContactUnHoldFailed",
  "eventType": "RoutingMessage",
  "interactionId": "47162758-76dc-4b21-ad45-548547d64f2c",
  "orgId": "0c8ea9ac-8882-42e0-b9d2-06e74009d08b",
  "queueMgr": "queue-manager",
  "mediaResourceId": "110c821c-5ecf-4f8d-ac9c-c55cdc12494a",
  "agentId": "d1e9cf5d-c473-4d0b-82f8-2f779aca0b0e",
  "interaction": {...},
  "reason": "USER_LEFT",
  "reasonCode": 105,
  "trackingId": "979f3da9-c55b-448f-a5d5-98b605d5f6d4",
  "eventTime": 1700000004000
}

anchorAgentCtqCancelFailed

This is triggered when an attempt to cancel a consult-to-queue request fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentCtqCancelFailed",
  "eventType": "RoutingMessage",
  "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "queueMgr": "dummy-queue-manager",
  "agentId": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
  "queueId": "7c4ac9cf-014d-4e09-9e1f-d26b13704fdc",
  "interaction": {...},
  "reason": "CHILD_CONTACT_NOT_FOUND",
  "reasonCode": 1047,
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7"
}

anchorAgentCtqCancelled

This is triggered when a consult-to-queue request is cancelled successfully.

For field details, refer to Common Payload Fields.

{
  "type": "AgentCtqCancelled",
  "eventType": "RoutingMessage",
  "interactionId": "1f1ccfde-58a9-4f8f-8f8c-d12cd1ac3319",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "queueMgr": "dummy-queue-manager",
  "agentId": "109332be-7fc4-4d4d-9488-ebdb8e13b9bb",
  "queueId": "7c4ac9cf-014d-4e09-9e1f-d26b13704fdc",
  "interaction": {...},
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7"
}

anchorAgentCtqFailed

This is triggered when a consult-to-queue request fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentCtqFailed",
  "eventType": "RoutingMessage",
  "interactionId": "e3a50cbc-e494-4207-abe7-34ff92f0713b",
  "orgId": "4df9bd96-7288-44a1-9f1c-40e2038d35b0",
  "queueMgr": "dummy-queue-manager",
  "agentId": "7fd8d46c-8224-4704-89b2-7baa2824fcdf",
  "queueId": "c7d713bd-4dcc-4a28-b8c6-89b7dd0f8fb4",
  "interaction": {...},
  "reason": "MaxWaitTimeInQueueExceeded",
  "reasonCode": 1049,
  "trackingId": "dc177520-12a6-11ee-8eb2-fd656a256ad2",
  "eventTime": 1687622436306
}

anchorAgentDNRegistered

This is triggered when an agent's dial number (DN) is successfully registered for contact handling.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentDNRegistered",
  "eventType": "RoutingMessage",
  "agentId": "8fadc403-9ab3-4722-a30e-9cab5f295587",
  "orgId": "1e00dd80-24ab-4bf1-aaf0-06db94af683f",
  "dn": "555***5074",
  "trackingId": "ad8c4597-11b1-44c3-9e0d-ada919720f5f",
  "isExtension": false,
  "mediaMgr": "vmm",
  "eventTime": 1768998476190
}

anchorAgentDNRegisterFailure

This is triggered when an agent DN registration request fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentDNRegisterFailure",
  "eventType": "RoutingMessage",
  "agentId": "efd60e0a-51b3-4926-b4c4-bb040b9788f8",
  "orgId": "c0a54e64-768f-4541-b747-eec09e225252",
  "reason": "DUPLICATE_LOCATION",
  "reasonCode": 127,
  "trackingId": "25bffd46-4b67-4a70-85ee-5e8f71ced1ff",
  "mediaMgr": "callmm",
  "eventTime": 1768984253850
}

anchorAgentInviteFailed

This is triggered when an attempt to invite an agent fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentInviteFailed",
  "eventType": "RoutingMessage",
  "interactionId": "4e7d2c91-8f3b-4c5a-9a61-2b8d7e1c6f40",
  "orgId": "9b6f2a4d-3c8e-4a71-b5d9-0f1e7c8a2643",
  "queueMgr": "dummy_qm",
  "agentId": "2a6c8f5e-4b91-4d73-9e20-7c3b1d5a648f",
  "interaction": {...},
  "reason": "DUMMY_REASON",
  "reasonCode": 0,
  "trackingId": "3f7b9d2e-6c4a-4f51-8e90-1a2c5b6d7f48",
  "agentType": "Dummy",
  "eventTime": 0,
  "agentSessionId": "8c5a7d2f-4e91-4b63-9f20-1d6e3a9c748b"
}

anchorAgentLogoutFailed

This is triggered when an agent logout request fails due to validation, state, or session constraints.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "type": "AgentLogoutFailed",
  "agentId": "7b3b351e-c49f-4cf4-93c4-fddc3b6a6e98",
  "orgId": "0670b522-6ffe-48a9-b7a0-9f4d0f5b8644",
  "reason": "AGENT_HAS_ASSIGNED_CONTACTS",
  "reasonCode": 1039,
  "trackingId": "76c64852-79a5-4410-9172-87479b9d9f93",
  "eventTime": 1774343932852
}

anchorAgentLogoutSuccess

This is triggered when an agent logout request is successfully completed and the session is closed.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "type": "AgentLogoutSuccess",
  "agentId": "5c6f12a9-39ce-4867-9031-1123783d4ca1",
  "orgId": "84ff943d-11b3-4a4f-9fa1-ec75bc0be2e7",
  "status": "LoggedOut",
  "subStatus": "Idle",
  "agentSessionId": "b2ed5c84-cd20-4fe5-8063-b7f14020dedb",
  "loggedOutBy": "SELF",
  "trackingId": "d70f305c-4f51-4315-ad81-13bddfb99ace",
  "roles": ["agent"],
  "logoutReason": "Agent Logged Out",
  "wrapupAuxCodeId": null,
  "eventTime": 1774336757816
}

anchorAgentManualAssignContactFailed

This is triggered when a manual contact assignment request to an agent fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentManualAssignContactFailed",
  "eventType": "RoutingMessage",
  "interactionId": "7a4c9e2b-3d6f-4a81-9b50-1e7c5d8a204f",
  "orgId": "c6b8a4e1-9d3f-4b72-8a50-2e7c1d5f904a",
  "agentId": "e9b1c7a4-6d3f-4a82-9c50-7e2d1b5a904b",
  "reason": "OPERATION_DISALLOWED_FOR_INTERACTION_STATE",
  "reasonCode": 1089,
  "trackingId": "2d7c5a9e-4b1f-4e83-9a50-6c8d1b7f904c",
  "eventTime": 1768917624823
}

anchorAgentOfferCampaignReservation

This is triggered when an agent is offered for an outbound call that is generated by the campaign manager.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentOfferCampaignReservation",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "queueMgr": "aqm",
  "mediaResourceId": "media-resource-id-1",
  "campaignId": "campaign-id-1",
  "agentId": "agent-id-1",
  "ronaTimeout": 26,
  "agentChannelId": "agent-channel-id-1",
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000
}

anchorAgentOfferConsult

This is triggered when a consult interaction is offered to the target agent.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentOfferConsult",
  "eventType": "RoutingMessage",
  "interactionId": "f1a6c9e2-4b7d-4e3f-9a82-1d6c8b5e2047",
  "orgId": "a9e5c4b7-2d8f-4c61-9b30-6e1d7a8f2054",
  "queueMgr": "dummy_qm",
  "consultMediaResourceId": "c6b2e9f1-8a4d-4c73-9f50-1e7d5b8a2049",
  "agentId": "d7e4a1c9-5b6f-4a82-9c30-2e8d1f6b2057",
  "consultingAgentId": "e2b8d6a9-7c5f-4e41-9a30-1f5d8c6b2048",
  "ronaTimeout": 0,
  "interaction": {...},
  "trackingId": "9c3d6a1e-8b4f-4a72-9d50-7e2c1b6a9050",
  "eventTime": 0
}

anchorAgentOfferContact

his is triggered when a contact is offered to an agent for handling.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentOfferContact",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "queueMgr": "aqm",
  "mediaResourceId": "media-resource-id-1",
  "agentId": "agent-id-1",
  "ronaTimeout": 18,
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000,
  "agentEmailId": "a***@example.com",
  "contactAssignmentType": "ACD"
}

anchorAgentOfferContactRona

This is triggered when a contact offer times out due to RONA and is not accepted by the agent in time.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentOfferContactRona",
  "eventType": "RoutingMessage",
  "interactionId": "501d28f5-650c-4a15-87d5-31e572800751",
  "orgId": "bfc4707c-0f52-4607-9efd-582152e764e4",
  "queueMgr": "queue-manager",
  "mediaResourceId": "0066462b-ce70-4b13-b856-e793b659e34f",
  "agentId": "8c72b5f8-6af1-4930-8ac2-c416ff4cbb22",
  "interaction": {...},
  "trackingId": "f46d8f6f-d45d-4d8b-b3b8-2f50a8e6bc64",
  "reasonCode": 121,
  "reason": "RONA_TIMER_EXPIRED",
  "eventTime": 1700000005000,
  "agentSessionId": "8ff66b12-917f-455c-a580-2e387b858ca9"
}

anchorAgentOutboundFailed

This is triggered when an outbound call attempt from an agent fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentOutboundFailed",
  "eventType": "RoutingMessage",
  "interactionId": "8c2f1a7e-5b49-4d3a-9e6c-3f7a1b4c8d93",
  "orgId": "8c2f1a7e-5b49-4d3a-9e6c-2f7a1b4c8d93",
  "agentId": "5c2f1a7e-5b49-4d3a-9e6c-2f7a1b4c8d93",
  "mediaType": "telephony",
  "queueId": "queue-id-1",
  "queueMgr": "aqm",
  "reason": "AGENT_ENDS",
  "reasonCode": 1024,
  "interaction": {...},
  "trackingId": "8c2f1a7e-6b49-4d3a-9e6c-2f7a1b4c8d93",
  "eventTime": 1700000000000
}

anchorAgentReloginFailed

This is triggered when an agent reload/relogin request fails because the current session state cannot be restored, such as when the agent or channel data cannot be fetched, the voice device is not ready, or reload is not allowed for the current session.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "agentId": "5c2f1a7e-5b49-4d3a-9e6c-2f7a1b4c8d93",
  "orgId": "8c2f1a7e-5b49-4d3a-9e6c-2f7a1b4c8d93",
  "reason": "AGENT_NOT_FOUND",
  "reasonCode": 1038,
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000,
  "type": "AgentReloginFailed"
}

anchorAgentReloginSuccess

This is triggered when an agent reload request succeeds and the current session state is restored.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "type": "AgentReloginSuccess",
  "agentId": "8c2f1a7e-5b49-4d3a-9e6c-2f7a1b4c8d93",
  "orgId": "1a7e9c3d-4b52-4f8a-b6c1-3d9e2f7a5b84",
  "status": "LoggedIn",
  "subStatus": "Idle",
  "auxCodeId": "6f3b2a9d-8c41-4e7a-b5d2-1c9e3a7f4b68",
  "dn": "web************************************3152",
  "siteId": "3d7a1c9e-5b42-4f6a-a8d1-2c7e9b3f5a64",
  "teamId": "9b4c2a7e-1d53-4f8a-b6c2-7e3a9d5f1b68",
  "interactionIds": [],
  "agentSessionId": "2e7a1c9d-5b43-4f8a-a6d1-3c9e7b2f5a64",
  "trackingId": "7a3c1e9d-4b52-4f8a-b6c1-2d9e5f7a3b68",
  "lastStateChangeTimestamp": 1774353178751,
  "lastStateChangeReason": "",
  "lastIdleCodeChangeTimestamp": 1774353178751,
  "profileType": "BLENDED",
  "channelsMap": {
    "telephony": ["4d7a1c9e-5b42-4f8a-a6d1-3c9e7b2f5a64"],
    "chat": [],
    "email": [],
    "social": [],
    "workItem": [],
    "customMessaging": [],
    "ma_telephony": [],
    "ma_chat": [],
    "ma_email": [],
    "ma_social": [],
    "ma_workItem": [],
    "ma_customMessaging": []
  },
  "isExtension": false,
  "roles": ["agent"],
  "eventTime": 1774353183985,
  "deviceType": "BROWSER",
  "deviceId": "webrtc-8c2f1a7e-5b49-4d3a-9e6c-2f7a1b4c8d93",
  "reservedAgentChannelIds": []
}

anchorAgentSkillsUpdate

This is triggered when an agent’s skills are updated after a skill profile or skill assignment change.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "orgId": "org-id-1",
  "agentId": "agent-id-1",
  "trackingId": "tracking-id-1",
  "skillProfileId": "skill-profile-id-1",
  "skillProfileName": "Skill Profile Name",
  "skillProfileLevel": "User-level",
  "agentSessionId": "agent-session-id-1",
  "skills": [
    {
      "skillId": "skill-id-1",
      "skillName": "Skill Name 1",
      "skillType": "boolean",
      "skillValue": "1",
      "agentId": "agent-id-1",
      "isDynamicSkill": false
    },
    {
      "skillId": "skill-id-2",
      "skillName": "Skill Name 2",
      "skillType": "boolean",
      "skillValue": "1",
      "agentId": "agent-id-1",
      "isDynamicSkill": false
    }
  ],
  "dialNumber": "1000000000",
  "eventTime": 1700000000000,
  "type": "AgentSkillsUpdate"
}

anchorAgentStateChangeFailed

This is triggered when an agent state change request fails due to validation, state, or session constraints.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "type": "AgentStateChangeFailed",
  "agentId": "6b1f9c3e-4a72-4d8e-b5c1-9f2a7e6c3d41",
  "orgId": "2c9e5a7d-8f41-4b63-a1d9-3e7c2b4f5a68",
  "auxCodeId": "9d3b7f21-6a5c-4e8d-92b1-c4f7a6e2d9b3",
  "reason": "STATE_CHANGE_DISALLOWED_IN_PENDING_LOGOUT",
  "reasonCode": 1087,
  "trackingId": "5e7a1c9d-3b42-4f8a-9d6c-1b2e3f4a5c7d",
  "eventTime": 1774349285638
}

anchorAgentStateChangeSuccess

This is triggered when an agent state change request is successfully applied.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "type": "AgentStateChangeSuccess",
  "agentId": "aa0fb53e-736b-4be2-941d-24799292591b",
  "orgId": "689d8edf-3e5d-4e50-be99-59694b10ddde",
  "status": "LoggedIn",
  "subStatus": "Idle",
  "auxCodeId": "866eca53-d884-404a-b080-1ba336473d60",
  "agentSessionId": "1b6b84d0-ecba-45a5-94eb-2b22097b081d",
  "trackingId": "da62c8e1-baa8-45b7-8de9-65cc03987a7e",
  "lastStateChangeTimestamp": 1774349599073,
  "lastStateChangeReason": "",
  "lastIdleCodeChangeTimestamp": 1774349599073,
  "connectedChannels": [],
  "changedById": "aa0fb53e-736b-4be2-941d-24799292591b",
  "changedBy": "SELF",
  "changedByName": "************",
  "eventTime": 1774349599078
}

anchorAgentStationLoginFailed

This is triggered when an agent login request fails due to validation, state, or session constraints.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "type": "AgentStationLoginFailed",
  "agentId": "7ec529c3-8d13-4f95-a26b-14328517f340",
  "orgId": "9f97820b-d1d1-4e6b-b3eb-983af99aed57",
  "reason": "AGENT_SESSION_ALREADY_EXISTS",
  "reasonCode": 1035,
  "trackingId": "cc59c869-979c-40e9-a59f-93510602e7cc",
  "eventTime": 1774261973099
}

anchorAgentStationLoginSuccess

This is triggered when an agent login request is successfully completed.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "type": "AgentStationLoginSuccess",
  "agentId": "3f9c2b8e-7d4a-4f91-9c6b-1a2d5e8f0b12",
  "orgId": "a1b2c3d4-5e6f-47a8-9b0c-1d2e3f4a5b6c",
  "status": "LoggedIn",
  "subStatus": "Idle",
  "agentSessionId": "9c7d6e5f-4a3b-4c2d-8e1f-0a9b8c7d6e5f",
  "trackingId": "7a6b5c4d-3e2f-4a1b-9c8d-0e1f2a3b4c5d",
  "teamId": "d4c3b2a1-9f8e-47d6-b5c4-3a2f1e0d9c8b",
  "siteId": "f1e2d3c4-b5a6-47d8-9c0b-1a2e3d4c5b6f",
  "interactionIds": [],
  "auxCodeId": "c9b8a7d6-5e4f-47c3-b2a1-0d9e8f7a6b5c",
  "chatCount": 0,
  "emailCount": 0,
  "voiceCount": 1,
  "dn": "100001",
  "channelsMap": {
    "telephony": ["6e5d4c3b-2a1f-47e8-9d0c-1b2a3c4d5e6f"],
    "chat": [],
    "email": [],
    "social": [],
    "workItem": [],
    "customMessaging": [],
    "ma_telephony": [],
    "ma_chat": [],
    "ma_email": [],
    "ma_social": [],
    "ma_workItem": [],
    "ma_customMessaging": []
  },
  "lastStateChangeTimestamp": 1700000011000,
  "lastIdleCodeChangeTimestamp": 1700000011000,
  "profileType": "BLENDED",
  "skills": [],
  "skillProfileId": null,
  "skillProfileName": null,
  "roles": ["agent", "supervisor"],
  "eventTime": 1700000012000,
  "deviceType": "EXTENSION",
  "deviceId": "device-001",
  "skillProfileLevel": "Team-level",
  "agentStateControlEnabled": null,
  "ciClientId": "cb3a082c36da3cc6eabb59b75294c3ed522c8b7997a478b0db732f67e72b6805"
}

anchorAgentVteamTransferFailed

This is triggered when a transfer to a virtual team fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentVteamTransferFailed",
  "eventType": "RoutingMessage",
  "interactionId": "b6f4b924-f7eb-467a-99b4-b20ad8f4975d",
  "orgId": "4df9bd96-7288-44a1-9f1c-40e2038d35b0",
  "queueMgr": "dummy-queue-manager",
  "agentId": "b25cddcc-1841-44ca-b60c-ad3eb0eef87d",
  "vteamId": "0d42888a-143b-4097-a095-4e12ba3d58f7",
  "vteamType": "inboundentrypoint",
  "reason": "INVALID_CHAT_STATUS",
  "reasonCode": 150,
  "interaction": {...},
  "trackingId": "6bc331d0-148e-11ee-a59f-75682fa22e5c",
  "eventTime": 1687831242160
}

anchorAgentVteamTransferred

This is triggered when a transfer to a virtual team is successful.

For field details, refer to Common Payload Fields.

{
  "type": "AgentVteamTransferred",
  "eventType": "RoutingMessage",
  "interactionId": "29729f46-6f11-40bb-8baa-023e3f9408ed",
  "orgId": "4df9bd96-7288-44a1-9f1c-40e2038d35b0",
  "agentId": "2ea10ee0-fdff-4e98-a98a-96609f0b4fa3",
  "queueMgr": "dummy-queue-manager",
  "interaction": {...},
  "trackingId": "fd10d955-cd2c-401b-a3bb-1de781852a8b",
  "eventTime": 1687869699460
}

anchorAgentWrappedUp

This is triggered when an agent completes wrap-up for a contact and the system records the wrap-up completion.

For common payload fields, refer to Common Payload Fields.

{
  "type": "AgentWrappedUp",
  "eventType": "RoutingMessage",
  "interactionId": "88c8f520-fd53-43a2-94fc-7cebf502a361",
  "orgId": "2f342cf9-178b-46d1-ba54-35adda6e36d2",
  "queueMgr": "aqm",
  "agentId": "001e9881-c04c-4a70-bace-1445f750b71c",
  "interaction": {...},
  "trackingId": "3c01a470-2af8-11ed-b83c-0f912c34e136",
  "wrapUpAuxCodeId": "1fd4d25a-c745-4e73-9b44-9be37af6aa72"
}

anchorAgentWrapup

This is triggered when an agent is moved into wrap-up for a contact after the contact has ended.

For field details , refer to Common Payload Fields.

{
  "type": "AgentWrapup",
  "eventType": "RoutingMessage",
  "interactionId": "5a7c2e91-3f4d-4b8a-9c12-6d8e1f0a7b33",
  "orgId": "8d1b6f3c-2a74-4e90-b5c8-9f3a2d7e6c11",
  "queueMgr": "aqm",
  "mediaResourceId": "c3e9a1b7-6d2f-4c88-a5e1-0b7d9f2c4a55",
  "agentId": "1f8c7a2d-9b3e-4d11-a6c4-5e2f7b9d8a66",
  "interaction": {...},
  "trackingId": "7b2d4e9c-1a6f-4c33-8d5e-2f9a7b6c1d88",
  "queueId": "e4c1a9d7-5b3f-4a66-9c21-8d7e2f1b0a44",
  "eventTime": 1776165847699
}

anchorBuddyAgents

This is triggered when a Buddy Agents List request is successfully processed and the matching buddy agent list is returned.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "agentId": "59195cc8-6e7a-41bf-af7f-b60ca8395225",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7",
  "agentList": [
    {
      "agentId": "59195cc8-6e7a-41bf-af7f-b60ca8395225",
      "agentName": "digitalmm-e2e-user1 d",
      "siteId": "96c8ddab-29da-4ff2-a701-bc28c9f52f76",
      "teamId": "59ce6eba-d6b7-4bdc-b38d-8b17eafa4458",
      "dn": "55163",
      "state": "Available"
    }
  ],
  "agentSessionId": "5b6679ad-064b-49f0-a647-9fdd2b978735",
  "type": "BuddyAgents"
}

anchorBuddyAgentsRetrieveFailed

This is triggered when a Buddy Agents List request fails due to validation, data retrieval, or internal processing constraints.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "agentId": "59195cc8-6e7a-41bf-af7f-b60ca8395225",
  "orgId": "bde75a64-f4d5-4ffc-a239-feb607c17ef8",
  "trackingId": "f82cd0a2-973d-4cd3-9e86-01a3a2410cd7",
  "reason": "BUDDY_AGENTS_RETRIEVE_FAILED",
  "reasonCode": 35,
  "type": "BuddyAgentsRetrieveFailed"
}

anchorCampaignAgentReserved

This is triggered when an agent is successfully reserved to handle a campaign call.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "orgId": "org-id-1",
  "campaignId": "campaign-id-1",
  "agentId": "agent-id-1",
  "agentSessionId": "agent-session-id-1",
  "agentChannelId": "agent-channel-id-1",
  "mediaType": "telephony",
  "queueId": "queue-id-1",
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000,
  "type": "CampaignAgentReserved"
}

anchorCampaignAgentUnreserved

This is triggered when an agent is unreserved from a campaign call reservation.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "orgId": "org-id-1",
  "campaignId": "campaign-id-1",
  "agentId": "agent-id-1",
  "agentSessionId": "agent-session-id-1",
  "agentChannelId": "agent-channel-id-1",
  "mediaType": "telephony",
  "queueId": "queue-id-1",
  "trackingId": "tracking-id-1",
  "reason": "AGENT_ENDS",
  "reservationEndInteractionId": null,
  "eventTime": 1700000000000,
  "type": "CampaignAgentUnreserved"
}

anchorCampaignPreviewAcceptFailed

This is triggered when an agent’s preview accept request cannot be completed for a preview campaign contact.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "orgId": "org-id-1",
  "campaignId": "campaign-id-1",
  "agentId": "agent-id-1",
  "interactionId": "interaction-id-1",
  "reason": "INTERNAL_ERROR",
  "reasonCode": 1000,
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000,
  "type": "CampaignPreviewAcceptFailed"
}

anchorCampaignPreviewRemoveFailed

This is triggered when a remove action cannot be completed for the agent’s current preview campaign contact.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "orgId": "org-id-1",
  "campaignId": "campaign-id-1",
  "agentId": "agent-id-1",
  "interactionId": "interaction-id-1",
  "reason": "INTERNAL_ERROR",
  "reasonCode": 1000,
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000,
  "type": "CampaignPreviewRemoveFailed"
}

anchorCampaignPreviewSkipFailed

This is triggered when a skip action cannot be completed for the agent’s current preview campaign contact.

For common payload fields, refer to Common Payload Fields.

{
  "eventType": "AgentDesktopMessage",
  "orgId": "org-id-1",
  "campaignId": "campaign-id-1",
  "agentId": "agent-id-1",
  "interactionId": "interaction-id-1",
  "reason": "INTERNAL_ERROR",
  "reasonCode": 1000,
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000,
  "type": "CampaignPreviewSkipFailed"
}

anchorContactCallbackFailed

This is triggered when a callback attempt for a contact fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ContactCallbackFailed",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "queueMgr": "queue-manager-1",
  "agentId": "agent-id-1",
  "queueId": "queue-id-1",
  "terminatingParty": "Agent",
  "reason": "AGENT_ENDS",
  "reasonCode": 1000,
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000
}

anchorContactEnded

This is triggered when an active contact ends.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ContactEnded",
  "eventType": "RoutingMessage",
  "interactionId": "3b1e9f6a-8c44-4b0e-a2d7-5c6a9f2d1e73",
  "orgId": "7f2c5d91-3a6e-4f89-b2c4-1e8d9a7b6c55",
  "queueMgr": "aqm",
  "mediaResourceId": "9a4d7c12-5b8e-4f3c-a1d9-6e2b7f8c0d44",
  "interaction": {...},
  "trackingId": "c6e1a9b4-2d7f-4c88-9a11-3f5d6e7b8c22",
  "agentsPendingWrapUp": [
    "d2b7f3c8-6e4a-4a91-8c3d-9f2b6e1a7c55"
  ],
  "terminatingParty": "Customer",
  "reason": "Customer Left",
  "eventTime": 1776160552810,
  "agentEmailId": "*************************"
}

anchorContactOwnerChanged

This is triggered when contact ownership is transferred from one owner to another—such as during conference participant removal or similar handoff scenarios—and the updated interaction is then routed to the new assigned agent.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ContactOwnerChanged",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "queueMgr": "queue-manager-1",
  "fromOwner": "agent-id-1",
  "toOwner": "agent-id-2",
  "mediaResourceId": "media-resource-id-1",
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000
}

anchorContactRecordingPaused

This is triggered when contact recording is successfully paused for an active interaction.

For field details, refer to Common Payload Fields.

{
  "type": "ContactRecordingPaused",
  "eventType": "RoutingMessage",
  "interactionId": "1769efd7-229b-4544-b142-ffefcf4acc1e",
  "orgId": "d6897f60-25a7-43fa-9334-e83e0b101974",
  "queueMgr": "queue-manager",
  "interaction": {...},
  "trackingId": "76fd02e4-0cdf-4762-998a-24ca48283c8b",
  "eventTime": 1700000006000
}

anchorContactRecordingPauseFailed

This is triggered when an attempt to pause contact recording fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ContactRecordingPauseFailed",
  "eventType": "RoutingMessage",
  "interactionId": "021b02cf-202c-4259-8e49-8eef066f6bce",
  "orgId": "f9a9dd69-1187-4240-8f26-285030e86bf7",
  "queueMgr": "queue-manager",
  "interaction": {...},
  "reason": "UNSUPPORTED_OPERATION_FOR_MEDIATYPE",
  "reasonCode": 162,
  "trackingId": "521ccc55-f94a-4378-93c1-81226134eb80",
  "eventTime": 1700000007000
}

anchorContactRecordingResumed

This is triggered when contact recording is successfully resumed for an active interaction.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ContactRecordingResumed",
  "eventType": "RoutingMessage",
  "interactionId": "cdd8f523-d93a-4e7d-910f-1358ac89af35",
  "orgId": "0daafeaf-be86-4363-b7f7-e4adae722cac",
  "queueMgr": "queue-manager",
  "interaction": {...},
  "trackingId": "87008868-1069-4c3c-82b9-eceaa3027314",
  "autoResumed": false,
  "eventTime": 1700000008000
}

anchorContactRecordingResumeFailed

This is triggered when an attempt to resume contact recording fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ContactRecordingResumeFailed",
  "eventType": "RoutingMessage",
  "interactionId": "f0f71e97-26b6-41f0-8b23-da9c49085858",
  "orgId": "a9cf8d67-59cd-4b69-a397-2221e5fb260c",
  "queueMgr": "queue-manager",
  "interaction": {...},
  "reason": "UNSUPPORTED_OPERATION_FOR_MEDIATYPE",
  "reasonCode": 162,
  "trackingId": "87ede599-f9d9-4ccc-890d-3e43c5c3442f",
  "eventTime": 1700000009000
}

anchorContactRecordingStarted

This is triggered when contact recording is successfully started for an interaction.

For field details, refer to Common Payload Fields.

{
  "type": "ContactRecordingStarted",
  "eventType": "RoutingMessage",
  "interactionId": "c3b7a9e2-4f1d-4a83-9c50-2e8d1f6b2041",
  "orgId": "a6d9c4b7-3e2f-4a81-9b50-1e7c5d8a2042",
  "queueMgr": "dummy_qm",
  "interaction": {...},
  "trackingId": "f7a2c9d1-6b3e-4a83-9c50-1e6d7b2a2050",
  "eventTime": 1768911903735
}

anchorContactRecordingStartFailed

This is triggered when a request to start contact recording fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ContactRecordingStartFailed",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "interaction": {...},
  "queueMgr": "queue-manager-1",
  "reason": "MEDIA_MANAGER_INTERNAL_ERROR",
  "reasonCode": 100,
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000
}

anchorContactRecordingStopFailed

This is triggered when a request to stop contact recording fails.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ContactRecordingStopFailed",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "interaction": {...},
  "reason": "MEDIA_MANAGER_INTERNAL_ERROR",
  "queueMgr": "queue-manager-1",
  "reasonCode": 100,
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000
}

anchorContactRecordingStopped

This is triggered when contact recording is successfully stopped for an interaction.

For field details, refer to Common Payload Fields.

{
  "type": "ContactRecordingStopped",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "queueMgr": "queue-manager-1",
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "eventTime": 1700000000000
}

anchorParticipantPostCallActivity

This is triggered when post-call activity starts for a participant on the main or consult leg of an interaction, typically after the customer leaves while the interaction or consult leg remains active.

For common payload fields, refer to Common Payload Fields.

{
  "type": "ParticipantPostCallActivity",
  "eventType": "RoutingMessage",
  "interactionId": "interaction-id-1",
  "orgId": "org-id-1",
  "queueMgr": "queue-manager-1",
  "participantId": "participant-id-1",
  "interaction": {...},
  "trackingId": "tracking-id-1",
  "participantType": "Agent",
  "callLegType": {
    "type": "MAIN_CALL"
  },
  "eventTime": 1700000000000
}

anchorInteraction

The interaction field in the payload contains a comprehensive object with details about the interaction.

⚠️ Disclaimer : In Websocket event payloads, the interaction object contains internal state and data used for call-control and routing decisions. Some fields are not part of the public API contract. We recommend that you do not rely on fields in the interaction object until the new contract is published.

{
    "interactionId": "66a872f1-8502-44ef-a71d-d8867374bfa0",
    "orgId": "22a3b45d-34b4-4f1d-b6c1-8d94524d0ff4",
    "state": "connected",
    "owner": "28a87164-4c54-420f-bb4c-c617748b82e6",
    "mediaType": "telephony",
    "mediaChannel": "provider-name",
    "media": {
      "0acae8f9-9000-4c04-9472-05291e081ed2": {
        "mediaResourceId": "0acae8f9-9000-4c04-9472-05291e081ed2",
        "mType": "mainCall",
        "mediaMgr": "media-manager",
        "mediaType": "telephony",
        "participants": [
          "customer-id",
          "28a87164-4c54-420f-bb4c-c617748b82e6"
        ],
        "isHold": false,
        "holdTimestamp": null
      }
    },
    "participants": {
      "customer-id": {
        "id": "customer-id",
        "pType": "Customer",
        "hasJoined": true,
        "isInPredial": false,
        "callerId": null,
        "hasLeft": false,
        "type": "Customer"
      },
      "28a87164-4c54-420f-bb4c-c617748b82e6": {
        "id": "28a87164-4c54-420f-bb4c-c617748b82e6",
        "sessionId": "86c4143a-8c60-4105-953b-f81f353b1604",
        "pType": "Agent",
        "queueMgrId": "queue-manager",
        "name": "Agent Name",
        "dn": "+10000000000",
        "queueId": "d2eddc63-5b32-4bb9-b7eb-8606e15b0992",
        "siteId": "site-id-1234",
        "teamId": "team-123",
        "teamName": "TeamName",
        "hasJoined": true,
        "isWrapUp": false,
        "isConsulted": false,
        "lastUpdated": 1700000000000,
        "channelId": "7662cfb0-a8be-42ba-b074-a37f86a57f44",
        "joinTimestamp": 1700000000000,
        "wrapUpTimestamp": null,
        "consultState": null,
        "consultTimestamp": null,
        "skills": [
          {
            "skillId": "c9108a20-8fa0-4c46-aaf3-bf8318e8faf3",
            "skillName": "SkillName",
            "skillType": "proficiency",
            "skillValue": "8",
            "agentId": "28a87164-4c54-420f-bb4c-c617748b82e6",
            "isDynamicSkill": false
          }
        ],
        "skillId": "primary-skill-id",
        "skillName": "PrimarySkill",
        "isOffered": true,
        "autoAnswerEnabled": false,
        "isInPredial": false,
        "callerId": null,
        "bnrDetails": null,
        "isWrappedUp": false,
        "hasLeft": false,
        "deviceType": null,
        "deviceCallId": null,
        "deviceId": null,
        "currentState": null,
        "currentStateTimestamp": null,
        "type": "Agent"
      }
    },
    "callProcessingDetails": {
      "QMgrName": "queue-manager",
      "routingStrategyId": "routing-strategy-uuid",
      "skillList": "[{\"skillType\":\"proficiency\",\"skillId\":\"skill-uuid\",\"skillName\":\"SkillName\",\"operand\":\"gte\",\"skillValue\":\"1\"}]",
      "participantInviteTimeout": "false",
      "ROUTING_TYPE": "queueBasedRouting",
      "isParked": "false",
      "flowTagId": "FlowTag",
      "checkAgentAvailability": "true",
      "tenantId": "tenant-001",
      "fceRegisteredEvents": "",
      "vteamId": "d2eddc63-5b32-4bb9-b7eb-8606e15b0992",
      "removeSkillsOnTransferToQueue": "false",
      "requiredSkillList": "[{\"skillType\":\"proficiency\",\"skillId\":\"skill-uuid\",\"skillName\":\"SkillName\",\"operand\":\"gte\",\"skillValue\":\"1\"}]",
      "skillRelaxations": "[]",
      "workflowName": "WorkflowName",
      "virtualTeamName": "VirtualTeamName",
      "priority": "10",
      "EP_ID": "044838e8-8295-4c21-9f4e-a07ee5712201",
      "taskToBeSelfServiced": "false",
      "contactAssignmentType": "ACD",
      "ani": "anonymous-number",
      "ronaTimeout": "20",
      "convIvrTranscript": "true",
      "customerRegion": "Country",
      "dnis": "+10000000001",
      "mohFileName": "default_moh.wav",
      "QueueId": "d2eddc63-5b32-4bb9-b7eb-8606e15b0992",
      "workflowId": "229ac95a-0294-4846-b7ff-681d4b784b27"
    },
    "callFlowParams": {
      "config": {
        "dtmfTerminatorSymbol": "#",
        "persistTranscript": "true",
        "noInputTimeout": "5",
        "inputLanguage": "en-US",
        "outputVoice": "en-US-Standard-A",
        "volumeGain": "0.0",
        "dtmfTimeout": "5",
        "bargeIn": "true",
        "terminationDelay": "5",
        "maxNoInputCount": "3",
        "speakingRate": "1.0"
      }
    },
    "isTerminated": false,
    "contactDirection": {
      "type": "INBOUND"
    },
    "currentVTeam": "d2eddc63-5b32-4bb9-b7eb-8606e15b0992",
    "previousVTeams": [
      "87005d40-11c3-47bb-840c-05621716205f"
    ],
    "isFcManaged": true,
    "outboundType": null,
    "workflowManager": null,
    "queuedTimestamp": null,
    "createdTimestamp": 1700000000000,
    "mediaProperties": null,
    "mainInteractionId": "66a872f1-8502-44ef-a71d-d8867374bfa0",
    "parentInteractionId": "66a872f1-8502-44ef-a71d-d8867374bfa0",
    "isMediaForked": false,
    "flowProperties": null,
    "segmentParticipants": null
  }