AddInteraction

This Platform Toolkit (PTK) request adds an interaction, such as a callback, to the On-Premise Callback platform.

Use AddInteraction to:

• Add a first available interaction or a scheduled interaction.
• Define a Source Application (PTK v4 or higher).
• Attach screen-pop data when using the UserData element.
• In Callback versions 8.3-8.10, this request requires a valid Mindful license. The request decrements from the number of non-voice licenses.
• In Callback versions 8.11 or later, this request requires a valid Mindful license.
  • If the source application is VXML Interaction Server (case sensitive), the request decrements from the number of inbound licenses.
  • If the source application is your own voice application (such as Globex Voice Application, case sensitive), the request decrements from the number of inbound licenses.

Contact Mindful Support to add a custom application to the list of valid voice applications.

• An additional level of Callback licensing must be purchased in order to submit a scheduled interaction.
• UU_DATA must be used as the key for attaching UUI data using TIAL Genesys PSDK.
• When using TIAL Avaya TSAPI:
  • with GlobalCallIVR, Avaya_UUI must be used as the key for attaching UUI data, and the data value must be provided in hexadecimal format.
  • with AVP, Avaya_UUI must be used as the key for attaching UUI data, and the data value must be provided in hexadecimal format.
• Pass Peripheral Variables and Extended Call Context Variables to add user data to callbacks when using Cisco with TIAL ICM.

Parameters

This request uses the following parameters:

ASAP Callback request

<soap12:Envelope
   
   
    xmlns:soap12="http://www.w3.org/2003/05/soap-envelope">
    <soap12:Body>
        <AddInteraction
           >
            <data>
                <Tenant>VHTLab</Tenant>
                <Segment>PTK_VHT_TEST</Segment>
                <Contact>80001</Contact>
                <Options>
                    <UserDataContainer />
                </Options>
            </data>
        </AddInteraction>
    </soap12:Body>
</soap12:Envelope>

Scheduled Callback request

<soap12:Envelope
    xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance"
   
    xmlns:soap12="http://www.w3.org/2003/05/soap-envelope">
    <soap12:Body>
        <AddInteraction
           >
            <data>
                <Tenant>VHTLab</Tenant>
                <Segment>PTK_VHT_TEST</Segment>
                <Contact>8000</Contact>
                <Options>
                    <AppointmentTime>2011-10-11T22:00:00Z</AppointmentTime>
                    <UserDataContainer></UserDataContainer>
                </Options>
            </data>
        </AddInteraction>
    </soap12:Body>
</soap12:Envelope>

ASAP Callback response

<PlatformToolkitResponse>
    <Header>
        <ClientID></ClientID>
        <Id>38e3786b-648c-4a3a-9a46-f809ed48313b</Id>
        <Status>
            <Code>107000</Code>
            <Description>The platform completed the request.</Description>
            <ErrorMessage></ErrorMessage>
            <Result>RequestCompleted</Result>
        </Status>
    </Header>
    <Data>
        <Interactions>
            <Interaction
                    Contact="80001"
                    Id="V0001000000000104102011155559508"
                    InteractionType=FIFO
                    Queue="VHT_Test"
                    Segment="PTK_VHT_TEST"
                    Tenant="VHTLab">
                <Information></Information>
            </Interaction>
        </Interactions>
    </Data>
</PlatformToolkitResponse>

Scheduled Callback response

<PlatformToolkitResponse>
    <Header>
        <ClientID></ClientID>
        <Id>bfdb9123-5674-4779-b266-03cfeeff10ee</Id>
        <Status>
            <Code>107000</Code>
            <Description>The platform completed the request.</Description>
            <ErrorMessage></ErrorMessage>
            <Result>RequestCompleted</Result>
        </Status>
    </Header>
    <Data>
        <Interactions>
            <Interaction
                    Contact="8000"
                    Id="V0000000000000002102011184429873"
                    InteractionType=Appointment
                    Queue="VHT_Test"
                    Segment="PTK_VHT_TEST"
                    Tenant="VHTLab">
                <Information></Information>
            </Interaction>
        </Interactions>
    </Data>
</PlatformToolkitResponse>

Response parameters

AddInteraction can return the following items:

Status codes

The response can return the following status codes.

AssociateInteractionWithExternalTrackingID

This Platform Toolkit (PTK) request is used to associate an outbound call with an external tracking ID. It consists of an Interaction ID for the interaction being managed by the On-Premise Callback system and an External Tracking ID. The External Tracking ID is an identifier from the system performing the call routing that Callback uses to match a call appearing in a queue.

Parameters

This request uses the following parameters:

Example response

AssociateInteractionWithExternalTrackingID returns a status code.

Status codes

The response can return the following status codes.

CreateInteraction

This Platform Toolkit (PTK) interaction is used by the VXML Interaction Server. It allows you to add a new interaction to the On-Premise Callback system. You can map an External Tracking ID with this interaction and define a Source Application. This method does not advance a call through the system.

• In On-Premise Callback versions 8.3 to 8.9, this request requires a valid On-Premise Callback license.
  • If the Source Application element is VXML or voice (case insensitive), the request decrements the number of available voice licenses. Otherwise, the request will decrement the number of non-voice licenses
• In On-Premise Callback version 8.10 or later, this request requires a valid On-Premise Callback license.
  • If the source application is VXML Interaction Server (case sensitive), the request decrements the number of inbound licenses.
  • If the source application is your own voice application (such as Globex Voice Application, case sensitive), the request decrements the number of inbound licenses.

Contact Mindful Support to add a custom application to the list of valid voice applications.

If no license is available, status code 109003 ResourcesUnavailable (PTK v1-4) or 109005 LicenseUnavailable (PTK v5) is returned. Status codes 109032, 109033, and 109034 can also be returned by this request when using PTK v5.

• CreateInteraction will not create an interaction when the queue is in Shutdown operation mode. The message Request refused due to Operation Mode is returned when an attempt is made.
• UU_DATA must be used as the key for attaching UUI data when using TIAL Genesys PSDK.
• When using TIAL Avaya TSAPI:
  • with GlobalCallIVR, Avaya_UUI must be used as the key for attaching UUI data
  • with AVP, Avaya_UUI must be used as the key for attaching UUI data
  • UUI format being passed needs to match what is required by business requirements
• Pass Peripheral Variables and Extended Call Context Variables to add user data to callbacks when using Cisco with TIAL ICM.

Parameters

This request uses the following parameters:

Example request

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <CreateInteraction>
      <Tenant>Portree</Tenant>
      <Segment>VHT_Test</Segment>
      <ExternalTrackingId>TE2KGMTIF56DL6J1ILRU2TPIS800004J</ExternalTrackingId>
      <SourceApplication>Mobile Application</SourceApplication>
    </CreateInteraction>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example response

< xml version="1.0" encoding="utf-8" >
<soap:Envelope>
  <soap:Body>
    <CreateInteractionResponse>
      <CreateInteractionResult>
        <ResultCode>107000</ResultCode>
        <Result>RequestCompleted</Result>
        <Description>The platform completed the request.</Description>
        <Guid>84a7bc7a-b6d5-4960-8bcb-8b6dc5464f6a</Guid>
        <InteractionId>V0014000000001917072015093838470</InteractionId>
      </CreateInteractionResult>
    </CreateInteractionResponse>
  </soap:Body>
</soap:Envelope>

Status codes

The response can return the following status codes.

FindInteraction

This Platform Toolkit (PTK) request retrieves data about a pending interaction, such as a pending callback, from the On-Premise Callback platform. You might use this request, for example, to identify an interaction so that you can cancel it, to look for duplicate interaction requests, or to check the status of the interaction.

This request retrieves the following information by default:

• Interaction ID
• Tenant
• Segment
• Phone number
• Type of interaction (first-available or appointment)
• Queue
• Remaining wait time for a first-available interaction
• Appointment time for an appointment

It can also retrieve the following information if you request it:

• Status of the call (for example, whether the call was successful or not and whether the call was cancelled).
• Which script number, or collection of prompts, the caller heard or would hear.
• Location of the .vox file.
• Call ID for the ACD where the call originated, if applicable.

Parameters

This request uses the following parameters:

Example response

Status codes

The response can return the following status codes.

GetInteractionData

This Platform Toolkit (PTK) method makes a request for all outbound variables for an interaction and gets this information using the Interaction ID.

Parameters

This request uses the following parameters:

Example response

Response parameters

GetInteractionData can return the following items:

Status codes

The response can return the following status codes.

GetNextAvailableAppointmentTime

This Platform Toolkit (PTK) request retrieves the available time slots, or appointment times, for scheduled interactions.

• You must have the appropriate On-Premise Callback license to submit a scheduled interaction.
• GetNextAvailableAppointmentTimes will not return any appointment times that fall on a holiday.

Parameters

This request uses the following parameters:

Example response

Response parameters

GetNextAvailableAppointmentTimes can return the following items:

Status codes

The response can return the following status codes.

GetSegments

This Platform Toolkit (PTK) request retrieves the segments that are configured in the VHT Callback^®platform.

Use this request to verify that your application uses the same segments as Callback and as your telephony system.

Parameters

This request uses the following parameters:

Example response

Response parameters

GetSegments can return the following items:

Status codes

The response can return the following status codes.

GetSegmentState

GetSegmentState request returns the information from the On-Premise Callback platform to the application. The application uses this information to determine how to process an interaction.

The response includes the following information in the StateData element:

• Operation mode
• Estimated Wait Time
• Destination where Queue Manager recommends you route the interaction

GetSegmentState also tells your application whether it should offer the customer a callback. To make this decision, the request uses Queue Manager to evaluate the Callback settings, including Smart Purge.

• In Callback version 8.3 or later, the response considers whether or not a license is available for the segment and source application.
• In Callback version 8.11 or later, the response considers whether or not the minimum number of licenses is available for the segment and sources application.

Parameters

This request uses the following parameters:

In On-Premise Callback releases 7.6.24 and later and 8.0.6.1075 or later, only voice channel source applications can update a new interaction to an ASAP callback when the Operation Mode changes from Normal to either Standby or Purge. These are indicated in the report database with the following numerical representations:

• 3 = VXML Interaction Server
• 4 = GlobalCall IVR
• 5 = Legacy GVP

Non-voice channel source applications (ACD, WebConnect API and Platform Toolkit API) do not allow the state of the call to be updated to a callback, and use the current Operation Mode.

Example request

<GetSegmentState>
  <data>
    <Tenant>Portree</Tenant>
    <Segment>VHT_Test</Segment>
  </data>
</GetSegmentState>

Example response

<GetSegmentStateResponse>
      <GetSegmentStateResult>
        <Header>
          <Status>
            <Code>107000</Code>
            <Result>RequestCompleted</Result>
            <Description>The platform completed the request.</Description>
          </Status>
          <Id>efdf50ee-0004-4543-b7ab-9ce198279254</Id>
        </Header>
        <Data>
          <Segments>
            <Segment Tenant="Portree" Queue="VHT_Test" Name="VHT_Test">
              <StateData>
                <StateData Name="OperationMode" Value="Normal" />
                <StateData Name="EWT" Value="30" />
                <StateData Name="OfferTreatment" Value="1" />
                <StateData Name="ModeStatus" Value="" />
                <StateData Name="RecommendedDestination" Value="10000" />
                <StateData Name="QueueMode" Value="AgentPriority" />
              </StateData>
            </Segment>
          </Segments>
        </Data>
      </GetSegmentStateResult>
    </GetSegmentStateResponse>

Response parameters

The response can return the following items:

Status codes

The response can return the following status codes.

GetSegmentVariables

This Platform Toolkit (PTK) request retrieves the VHT Callback^®system values for the selected Queue Variables and for the specified segment.

Use this request to verify that your application provides the same user experience as the Callback system.

GetSegmentVariables can retrieve values for any VHT Callback queue variable. It also retrieves the CountryCode value associated with the specified segment.

Parameters

This request uses the following parameters:

Example request

<soap12:Envelope xmlns:soap12="http://www.w3.org/2003/05/soap-envelope">
   <soap12:Body>
      <GetSegmentVariables>
         <data>
            <Tenant>VHT</Tenant>
            <Segment>VHT_Test</Segment>
         </data>
      </GetSegmentVariables>
   </soap12:Body>
</soap12:Envelope>

Example response

<PlatformToolkitResponse>
    <Header>
        <ClientID></ClientID>
        <Id>2a9200b8-0c33-4c51-8dd9-c9e5c0c96614</Id>
        <Status>
            <Code>107000</Code>
            <Description>The platform completed the request.</Description>
            <ErrorMessage></ErrorMessage>
            <Result>RequestCompleted</Result>
        </Status>
    </Header>
    <Data>
        <Segments>
            <Segment Name="VHT_Test" Queue="VHT_Test" Tenant="VHT">
                <Variables>
                    <Variable Name="INBOUNDMAINMENUMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="INBOUNDINVALIDMAXPHONENUMBER" Value="4" />
                    <Variable Name="OUTBOUNDMENUMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="OUTBOUNDHAILINGMAXINVALIDRESPONSE" Value="6" />
                    <Variable Name="SCHEDULEDDAYMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="SCHEDULETIMEMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="SCHEDULEAMPMMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="SCHEDULEMAXINVALIDENTRY" Value="2" />
                    <Variable Name="ACCEPTSCHEDMENUMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="VALIDATEUSERIDMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="VALIDATEPASSWORDMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="INBOUNDFURTHERMENUMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="INBOUNDPOSTDESCMENUMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="INBOUNDREENTERMAXPHONENUMBER" Value="3" />
                    <Variable Name="VALIDATESCRIPTMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="VALIDATEFILEMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="INBOUNDPHONEOKMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="ACCEPTSCHEDMENUFURTHERMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="SCHEDULEDCALLBACKON" Value="TRUE" />
                    <Variable Name="MAINMENUCHOOSEHOLD" Value="FALSE" />
                    <Variable Name="MAINMENUZEROHOLD" Value="FALSE" />
                    <Variable Name="MAINMENUSCHEDULE" Value="FALSE" />
                    <Variable Name="EUROPEAN" Value="FALSE" />
                    <Variable Name="MAINMENUSPEAKEWT" Value="TRUE" />
                    <Variable Name="QSPEAKSPEAKEWT" Value="TRUE" />
                    <Variable Name="HOLDTRANSFERSPEAKEWT" Value="TRUE" />
                    <Variable Name="FIFOTRANSFERSPEAKEWT" Value="TRUE" />
                    <Variable Name="INVALIDRESPONSESPEAKEWT" Value="TRUE" />
                    <Variable Name="INBOUNDMAINMENUMAXNORESPONSE" Value="2" />
                    <Variable Name="RESCHEDULEDCALLBACKON" Value="FALSE" />
                    <Variable Name="STRIPLEADINGZEROFROMPHONENUM" Value="FALSE" />
                    <Variable Name="AFTERHOURSMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="QSPEAKUNDERTHRESHOLD" Value="FALSE" />
                    <Variable Name="QSPEAKUNDERTHRESHOLDMINIMUMSECONDS" Value="0" />
                    <Variable Name="SPEAKMAXEWT" Value="TRUE" />
                    <Variable Name="SPEAKMAXEWTTIME" Value="03:00" />
                    <Variable Name="NORMALEWTPHRASE" Value="NormalEWTPhrase.vox" />
                    <Variable Name="RANGEEWTPHRASE" Value="RangeEWTPhrase.vox" />
                    <Variable Name="MAXEWTPHRASE" Value="MaxEWTPhrase.vox" />
                    <Variable Name="EXTRAEWTPHRASE" Value="" />
                    <Variable Name="TURNONTHRESHOLD" Value="0" />
                    <Variable Name="ALWAYSQUOTEUNITSINEWT" Value="FALSE" />
                    <Variable Name="AVOIDAMBIGUOUSHOURSINEWT" Value="TRUE" />
                    <Variable Name="BETWEENRANGESEWTPHRASE" Value="BetweenRangesEWTPhrase.vox" />
                    <Variable Name="VIRTUALQMENUZEROHOLD" Value="FALSE" />
                    <Variable Name="VIRTUALQMAXTRYDISCONNECT" Value="FALSE" />
                    <Variable Name="VIRTUALQMENUSCHEDULE" Value="FALSE" />
                    <Variable Name="VIRTUALQMENUSPEAKEWT" Value="TRUE" />
                    <Variable Name="MAXANSMACHNORESPONSE" Value="1" />
                    <Variable Name="MAXANSMACHATTEMPTS" Value="2" />
                    <Variable Name="MAXATTEMPTS" Value="5" />
                    <Variable Name="BUSYATTEMPTS" Value="3" />
                    <Variable Name="NOANSATTEMPTS" Value="3" />
                    <Variable Name="TRYAGAINATTEMPTS" Value="3" />
                    <Variable Name="QUEUESPEAK_ROUTEDESTINATION" Value="UnderThreshold" />
                    <Variable Name="DIALEXTENSION_DIALDELAY" Value="3" />
                    <Variable Name="DIALEXTENSION_HAILDELAY" Value="3" />
                    <Variable Name="DIALEXTENSION_REENTERLIMIT" Value="3" />
                    <Variable Name="DIALEXTENSION_TERMINATORDIGIT" Value="#" />
                    <Variable Name="DIALEXTENSION_GETMAXNORESPONSE" Value="1" />
                    <Variable Name="DIALEXTENSION_INCLUDETERMINATOR" Value="FALSE" />
                    <Variable Name="DIALEXTENSION_REQUESTMAXNORESPONSE" Value="1" />
                    <Variable Name="DIALEXTENSION_VALIDATEMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="DIALEXTENSION_HAILINGMAXINVALIDRESPONSE" Value="10" />
                    <Variable Name="DIALEXTENSION_HAILMENUMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="DATEBOOK_MENUMAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="CBDC_MAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="CBDC_TIME_REMAINING_THRESHOLD" Value="120" />
                    <Variable Name="UPPEREWTRANGE" Value="0" />
                    <Variable Name="LOWEREWTRANGE" Value="0" />
                    <Variable Name="SMARTVIRTUALQTHRESHOLD" Value="" />
                    <Variable Name="SMARTCALLBLOCKTHRESHOLD" Value="" />
                    <Variable Name="NOTIFY_ATTEMPTPERIODTIME" Value="00:05:00" />
                    <Variable Name="NOTIFY_INBOUNDTREATMENT" Value="Normal" />
                    <Variable Name="NOTIFY_INTERVALTIME" Value="00:15:00" />
                    <Variable Name="NOTIFY_MAXANSMACHATTEMPTS" Value="1" />
                    <Variable Name="NOTIFY_MAXCALLATTEMPTS" Value="3" />
                    <Variable Name="NOTIFY_MAXINVALIDRESPONSE" Value="2" />
                    <Variable Name="NOTIFY_HAILINGMAXINVALIDRESPONSE" Value="6" />
                    <Variable Name="NOTIFY_MODESLEEPTIME" Value="00:00:05" />
                    <Variable Name="NOTIFY_OFFERDATEBOOK" Value="TRUE" />
                    <Variable Name="NOTIFY_OFFERREMAININQUEUE" Value="TRUE" />
                    <Variable Name="NOTIFY_PLAYINBOUNDPROMPTS" Value="TRUE" />
                    <Variable Name="NOTIFY_POSTPONECALLBACK" Value="FALSE" />
                    <Variable Name="NOTIFY_CALLLIST" Value="FALSE" />
                    <Variable Name="NOTIFY_SPEAKWINDOW" Value="FALSE" />
                    <Variable Name="NOTIFY_TIMEEXPIREOPMODE" Value="Notify" />
                    <Variable Name="NOTIFY_VIRTUALQUEUELIST" Value="TRUE" />
                    <Variable Name="NOTIFY_REMAININGTIME" Value="" />
                    <Variable Name="RECALLAGENTSAVAILMODE" Value="1" />
                    <Variable Name="RECALLALLOWSCHEDULING" Value="FALSE" />
                    <Variable Name="RECALLIVRID" Value="ALL" />
                    <Variable Name="RECALLMAXANSWERINGMACHINEATTEMPTS" Value="2" />
                    <Variable Name="RECALLMAXANSWERINGMACHINENORESPONSE" Value="1" />
                    <Variable Name="RECALLMAXBUSYATTEMPTS" Value="2" />
                    <Variable Name="RECALLMAXBUSYPERIOD" Value="" />
                    <Variable Name="RECALLMAXCOMBOATTEMPTS" Value="2" />
                    <Variable Name="RECALLMAXHAILINGINVALIDRESPONSE" Value="5" />
                    <Variable Name="RECALLMAXINVALIDRESPONSE" Value="5" />
                    <Variable Name="RECALMAXNOANSWERATTEMPTS" Value="2" />
                    <Variable Name="RECALLMAXTRYAGAINATTEMPTS" Value="2" />
                    <Variable Name="RECALLMAXTRYAGAINPERIOD" Value="00:15:00" />
                    <Variable Name="RECALLNAMEREQUIRED" Value="FALSE" />
                    <Variable Name="RECALLNUMAGENTSAVAILBEFORERECALL" Value="5" />
                    <Variable Name="RECALLNUMPRIORITYQUEUETOPAUSERECALL" Value="5" />
                    <Variable Name="RECALLSTATE" Value="1" />
                    <Variable Name="RECALLXFERMODE" Value="1" />
                    <Variable Name="RECALLMINOBPORTS" Value="4" />
                    <Variable Name="MAINMENUFURTHEROPTION" Value="TRUE" />
                    <Variable Name="DATEBOOK_CHOOSEHOLD" Value="FALSE" />
                    <Variable Name="FASTFWD_TIMESLOTSUGGESTMAXENTRY" Value="2" />
                    <Variable Name="FASTFWD_TIMESLOTSUGGEST" Value="FALSE" />
                    <Variable Name="FASTFWD_MAIN_MAXENTRY" Value="2" />
                    <Variable Name="DATEBOOK_ENDCALL" Value="TRUE" />
                    <Variable Name="SPEAKMINEWT" Value="FALSE" />
                    <Variable Name="SPEAKMINEWTTIME" Value="00:02:00" />
                    <Variable Name="MINEWTPHRASE" Value="MinEWTPhrase.vox" />
                    <Variable Name="USEINTERNATIONALPROMPTS" Value="FALSE" />
                    <Variable Name="ANIPLAYBACKENABLED" Value="FALSE" />
                    <Variable Name="SPEAKEWTUNDERTHRESHOLDINQSPEAKMODE" Value="FALSE" />
                    <Variable Name="CDBC_ENABLED" Value="TRUE" />
                    <Variable Name="SECONDCHANCE_ENABLED" Value="FALSE" />
                    <Variable Name="SECONDCHANCE_THRESHOLD" Value="120" />
                    <Variable Name="SECONDCHANCE_SPEAKEWT" Value="FALSE" />
                    <Variable Name="CallbackQueueID" Value="1000" />
                    <Variable Name="CallbackQueueDevice" Value="1000" />
                    <Variable Name="HoldingQueueID" Value="1000" />
                    <Variable Name="HoldingQueueDevice" Value="1000" />
                    <Variable Name="UnderThresholdQueueID" Value="1000" />
                    <Variable Name="UnderThresholdQueueDevice" Value="1000" />
                    <Variable Name="SCRIPTNUMBER" Value="1" />
                    <Variable Name="CountryCode" Value="1" />
                    <Variable Name="MainMenuMessaging" Value="FALSE" />
                    <Variable Name="DatebookMessaging" Value="FALSE" />
                    <Variable Name="VirtualQMessaging" Value="FALSE" />
                    <Variable Name="MessagingHandle" Value="" />         
                    <Variable Name="MessagingTags" Value="" />
                    <Variable Name="MessagingOverrideCountryCode" Value="" />
                    <Variable Name="MessagingOfferMessage" Value="This is the message you requested" />
                </Variables>
            </Segment>
        </Segments>
    </Data>
</PlatformToolkitResponse>

Status codes

The response can return the following status codes.

<HR---->

GetStatus

This Platform Toolkit (PTK) request returns the status of the VHT Callback^® platform.

It tells you whether the Callback Platform can process requests from the Platform Toolkit.

Parameters

This request uses the following parameters:

Example response

Response parameters

GetStatus can return the following items:

Status codes

The response can return the following status codes.

GetSystemVariables

Use this Platform Toolkit (PTK) method to retrieve all configured system variables. This request returns only the variables and corresponding values configured in the SystemVariables table in the VHT_Config database.

Changes made to any System Variables require a restart of Queue Manager.

Parameters

This request uses the following parameter:

Example response

Response parameters

This request returns the following:

Status codes

The response can return the following status codes.

<HR---->

GetVersion

This Platform Toolkit (PTK) request returns the version of the WSDL in the form of integer.integer (major.minor).

• A major increment to the version is when there is a change to the WSDL.
• A minor increment to the version:
  • does not change the WSDL
  • occurs when the Platform Toolkit has incidental changes to functionality, or
  • internally changes to maintain its inter-operation with VHT Callback® software.

Parameters

This request uses the following parameter:

Example response

Response parameters

GetVersion returns the following item:

Status codes

The response can return the following status codes.

InteractionCancelled

This Platform Toolkit (PTK) method is used to notify Queue Manager about the caller canceling a callback. This method also supports canceling callbacks from EyeQueue or Configuration.

If a call was created by CreateInteraction for a VXML (voice) call, and a license was reserved, this method will release the license back to License Manager.

Parameters

This request uses the following parameters:

ChoseMessaging and RejectMessaging are used by the 800Intercept application.

Example response

Response parameters

The response can return the following items:

InteractionCancelled can return the following items:

Status codes

The response can return the following status codes.

<HR---->

InteractionDequeued

This Platform Toolkit (PTK) method is used to notify Queue Manager that an interaction has departed a skill queue or was abandoned while in queue. This must be invoked with a valid Tenant, InteractionId or ExternalTrackingId, and Reason.

Use the InteractionDequeued method when:

• An Interaction has departed the Queue due to Agent availability. When invoked for an inbound call, the Interaction State changes to Complete Hold Call, Complete Under Threshold or Complete Force Hold.
• An Interaction has departed the Queue because the caller has Abandoned it. If this is invoked for an inbound call, the Interaction State will be changed to Abandon on Hold Queue. When invoked for an outbound call, then the Interaction State changes to Abandon On Callback Queue.
• An interaction has departed the Queue because the caller accepted the second chance callback offer. When invoked for an inbound call, the Interaction State changes to "Accept Second Chance Offer".

A new interaction is created to register the second chance callback.

If the call was created by a CreateInteraction method for a VXML (voice) call, and a license was reserved, this method will release the license back to the License Manager.

Parameters

This request uses the following parameters:

Example response

Response parameters

InteractionDequeued can return the following items:

Status codes

InteractionDequeued can return the following status codes:

InteractionDisconnectedByApplication

This Platform Toolkit (PTK) method is used to notify Queue Manager that the call is being disconnected by the client application (e.g., the VXML Interaction Server). Use AfterHours reason for AfterHours scenarios, SmartCallBlock reason in SmartCallBlock scenarios and Other reason in all other scenarios.

If the call was created by a CreateInteraction method for a VXML (voice) call, and a license was reserved, this method will release the license back to the License Manager.

Parameters

This request uses the following parameters:

Example response

Response parameters

InteractionDisconnectedByApplication returns the following items:

Status codes

The response can return the following status codes.

InteractionDisconnectedByCaller

This Platform Toolkit (PTK) method is used to notify QueueManager about caller abandons while in an inbound or outbound callflow or while in queue.

If the call was created by the CreateInteraction method for a VXML (voice) call and a license was reserved, this method will release the license back to License Manager.

Parameters

This request uses the following parameters:

InteractionDisconnectedByCallerReason Parameter

One of the following reasons must be passed by client applications while invoking the InteractionDisconnectedByCaller method in order to generate accurate reporting data. The explanations below outline the scenarios and/or use cases for all the currently supported reasons:

• Abandon - Use this reason if the caller abandoned the call while in a holding or callback queue.
• CBDCDisconnectAndKeepPendingCallback - Use this reason if the caller chose to disconnect and keep their pending callback after hearing Callback DoubleCheck prompts.
• CBDCDisconnectAndCancelPendingCallback - Use this reason if the caller chose to disconnect and cancel their pending callback after hearing Callback DoubleCheck prompts.
• CBDCMaxInvalidResponse - Use this reason if the caller reached the maximum number of invalid responses while responding to Callback DoubleCheck prompts.
• ChoseMessaging - Use this reason if the caller accepted a Mindful Messaging offer.

Example response

Response parameters

InteractionDisconnectedByCaller returns the following items:

Status codes

The response can return the following status codes.

InteractionOutboundAttemptFailed

This Platform Toolkit (PTK) method is used to notify QueueManager that a callback attempt failed and gives the reason for the failure so that the system can make the correct decision on handling the call. The system may either reschedule or mark the interaction as completed, depending on the configuration of the system. This method is also utilized for notifying abandons on Outbound attempts.

Parameters

This request uses the following parameters:

Status codes

The response can return the following status codes.

InteractionOutboundConnected

This Platform Toolkit (PTK) method is used to notify Queue Manager when the On-Premise Callback system launches the callback and the caller is connected.

Parameters

This request uses the following parameters:

Status codes

The response can return the following status codes.

InteractionQueued

This Platform Toolkit (PTK) method is used to notify Queue Manager that an interaction has been queued to a skill, where the Skill can be either a Holding Queue or Callback Queue.

This must be invoked with a valid Tenant, SkillId, and ExternalTrackingId or InteractionId.

If the requested InteractionId or ExternalTrackingId is not found in the system, then the On-Premise Callback software will create a new interaction and set the state appropriately.

Use the InteractionQueued method when:

• A new or existing interaction arrives in the Holding Queue. This will result in changing the internal Interaction State to "Queued to Hold Queue."
• An existing interaction is queued to the Callback Queue. This will result in changing the Interaction State to "Queued to Callback Queue."

If the call was created by a CreateInteraction method for a VXML (voice) call, and a license was reserved, this method will release the license back to the License Manager.

Parameters

This request uses the following parameters:

Example response

Response parameters

InteractionQueued returns the following items:

Status codes

The response can return the following status codes.

InteractionRequestContact

This Platform Toolkit (PTK) method supports the need of ASAP and Appointment (up to version 8.11.1) or Scheduled (version 8.11.2 or later) callbacks.

If a caller chooses an ASAP or Appointment / Scheduled callback, then the application developer uses this method to convert the existing interaction to a callback.

If the call was created by a CreateInteraction method for a VXML (voice) call, and a license was reserved, this method will release the license back to the License Manager.

Parameters

This request uses the following parameters:

Example request

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <InteractionRequestContact>
      <Tenant>Portree</Tenant>
      <InteractionId>V0001000000000107082015130324798</InteractionId>
      <ContactURI>voice://8001/</ContactURI>
    </InteractionRequestContact>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example response

<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope>
  <soap:Body>
    <InteractionRequestContactResponse>
      <InteractionRequestContactResult>
        <ResultCode>107000</ResultCode>
        <Result>RequestCompleted</Result>
        <Description>The platform completed the request.</Description>
        <Guid>57469184-5c29-4dd3-b24d-3709fc76ffd7</Guid>
      </InteractionRequestContactResult>
    </InteractionRequestContactResponse>
  </soap:Body>
</soap:Envelope>

Response parameters

InteractionRequestContact can return the following items:

Status codes

The response can return the following status codes.

InteractionSendToQueue

This Platform Toolkit (PTK) method supports the need of transferring the calls to Queue, whether it is inbound (i.e., Chose Hold, Under Threshold) or outbound (the caller presses '1' to talk to an agent).

If the call was created by a CreateInteraction method for a VXML (voice) call, and a license was reserved, this method will release the license back to the License Manager.

Parameters

This request uses the following parameters:

InteractionSendToQueue Reason Parameter

One of the following reasons must be passed by client applications while invoking the InteractionSendToQueue method in order to generate accurate reporting data. The explanations below outline the scenarios and/or use cases for all the currently supported reasons:

• ChoseHold - Use this reason if the caller chose to remain on hold by making the proper selection.
• ForceHold - Use this reason if the On-Premise Callbacksystem is in After Hours mode, or if Call Block is enabled.
• MaxInvalidResponse - Use this reason if the caller has exceeded the maximum number of invalid attempts or responses.
• QueueSpeak - Use this reason if the Callback system is in QueueSpeak mode.
• SpeakToAgent - Use this reason when the caller receives a callback and presses 1 to speak to an agent. This is mostly used with outbound calls.
• TroubleTransfer - Use this reason during any kind of trouble scenarios; e.g., the Callback system is unresponsive, or the client application is down, etc.
• UnderThreshold - Use this reason when the EWT is below the Callback Turn-on Threshold. The caller is not offered Callback treatment and is sent directly to the queue. Also, this reason must be used for Standby, Purge Mode or Smart Purge.
• CBDCSendToHoldingQueue - Use this reason when a caller transfers to hold in a callback double situation.
• CNDCSendToPriorityQueue - Use this reason when a caller transfers to priority queue in a callback double situation.

Example response

Response parameters

InteractionSendToQueue can return the following items:

Status codes

The response can return the following status codes.

<HR---->

ModifyInteraction

For a pending interaction, or callback, this Platform Toolkit (PTK) request can change the following values:

• Appointment time
• Callback result code that is sent to Queue Manager
• Client ID
• Data Name (PTK v2 or higher)
• Data Value (PTK v2 or higher)

Parameters

This request uses the following parameters:

1. When calling the Action of Result, a result code matching one of the result codes configured in the CallInfos section of VHT_Message_Bus.exe.config must be entered. This is located under Virtual Hold Technology\PlatformToolKit. Note: Type must be one of the following: CALLINFO_CALLBACK_FAILED, CALLINFO_CALLBACK_SUCCESSFUL, CALLINFO_CALLBACK_CANCELLED.

Example response

Response parameters

ModifyInteraction returns a status message

Status codes

The response can return the following status codes.

RemoveInteraction

This Platform Toolkit (PTK) request deletes an interaction such as a callback.

Use this request to remove the interaction from the VHT Callback^® system when a customer cancels their callback.

If the call was created by a CreateInteraction method for a VXML (voice) call, and a license was reserved, this method will release the license back to the License Manager.

Parameters

This request uses the following parameters:

Example response

Response parameters

RemoveInteraction returns a status message.

Status codes

The response can return the following status codes.

<HR---->

UpdateInteractionData

This Platform Toolkit (PTK) method allows client applications to modify any interaction related data such as phone number, appointment time, external tracking ID, etc.

Parameters

This request uses the following parameters:

Example response

UpdateInteractionData returns a status message.

After modifying an interaction, it is possible that it will only partially succeed if multiple interactions are changed at once. If more than one of the values fail, no indication is returned of which one fails, only that the error message states that two or more data values failed to update. If one failure occurs, it returns the actual reason why the request failed. If all of them succeed, a generic success message returned by other PTK methods is returned.

It is recommended to update only one item at a time with this method since that is guaranteed to give meaningful error messages. There will be ambiguity in the failure returned if more than one of the items fail. Successful modifications will be carried out even if one or more of the changes in the request fail.

Status codes

The response can return the following status codes.

UpdateUserData

This Platform Toolkit (PTK) method is used to add or modify UserData related to an Interaction. A new value or list will replace an old value or list. When two items are lists, the lists will be merged.For example:

OldUserData merge NewUserData -> result

("a"=1) merge ("a"=2) -> ("a"=2)("b"=("a"=2)) merge ("b"=("b"=2)) -> ("b"=("a"=2,"b"=2))("b"=("a"=2)) merge ("b"=("a"=3)) -> ("b"=("a"=3))("b"=5) merge ("b"=("a"=3)) -> ("b"=("a"=3))("b"=("a"=3)) merge ("b"=5) -> ("b"=5)

• If the data is UUI related:
  • "UU_DATA" must be used as the key for attaching UUI data when using TIAL Genesys PSDK.
• When using Avaya:
  • with GlobalCallIVR, "Avaya_UUI" must be used as the key for attaching UUI data, and the data value must be provided in hexadecimal format.
  • with AVP, "Avaya_UUI" must be used as the key for attaching UUI data, and the data value must be provided in hexadecimal format.
• Pass Peripheral Variables and Extended Call Context Variables to add user data to callbacks when using Cisco with TIAL ICM.

Parameters

This request uses the following parameters:

Example response

Response parameters

UpdateUserData returns a status message.

Status codes

The response can return the following status codes.

<HR---->

ValidateContact

This Platform Toolkit (PTK) request validates the contact information that the caller submits against the information in the Phone Number Validation Settings in the VHT Callback^® platform.

Parameters

This request uses the following parameters:

Example response

Response parameters

ValidateContact returns a status message.

Status codes

The response can return the following status codes.