Listening to Connection Events

Updated on 2024-03-05 GMT+08:00

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You can listen to call events that you pay attention to, such as agent status events and voice and video call events, in your enterprise system. If you want to use these events to develop functions such as logging and pop-up screen display in your system, continue to read this section. Table 1 lists the main events that can be listened to.

**Table 1** Event description
Event	Event Identifier	Function
Busy	AgentState_Busy	This event indicates that an agent is handling a call.
Working	AgentState_Work	This event indicates that an agent enters the wrap-up state.
Idle	AgentState_Ready	This event indicates that an agent enters the idle state.
Entering the Busy State Successfully	AgentState_SetNotReady_Success	This event indicates that an agent enters the busy state successfully.
Quitting the Busy State Successfully	AgentState_CancelNotReady_Success	This event indicates that an agent exists the busy state successfully.
Requesting Rest Successfully	AgentState_SetRest_Success	This event indicates that an agent successfully requests a rest.
Quitting the Rest State Successfully	AgentState_CancelRest_Success	This event indicates that an agent successfully cancels the rest request.
Rest Timeout Reminder	AgentState_Rest_Timeout	This event indicates that the rest request of an agent times out, reminding the agent of the timeout. This event does not indicate that the agent exits the rest state.
Turning to the Working State	AgentState_SetWork_Success	This event indicates that an agent enters the working state.
Quitting the Working State	AgentState_CancelWork_Success	This event indicates that an agent exists the working state.
Entering the Talking State	AgentEvent_Talking	This event indicates that the call of an agent enters the talking state.
Holding Success	AgentEvent_Customer_Alerting	This event indicates that the current agent is in the holding state.
Making an Outgoing Call Unsuccessfully	AgentEvent_Call_Out_Fail	This event indicates that an agent fails to make an outbound call. The possible cause is that the phone number is incorrect.
Agent Exiting a Call	AgentEvent_Call_Release	This event indicates that an agent releases a call with a specified call ID.
User Exiting a Call	AgentEvent_Customer_Release	This event indicates that a customer releases a call with a specified call ID.
Phone in Ringing State	AgentOther_PhoneAlerting	This event indicates that the phone of an agent is ringing.

You can use the following example to listen to required events on your page. The following uses the AgentOther_PhoneAlerting event as an example.

A lightweight connection bar is integrated into a page. When an agent receives an inbound call, the inbound notification is ringing on the page. You can set the callback method to capture the AgentOther_PhoneAlerting event to implement the inbound call notification function. The following are reference codes:

callback = function(data){
  alert("Hi, a new call is incoming!")
}

window.onload = function(){
  var param = new Array;
  param.push("AgentOther_PhoneAlerting");
  var json={name:"eventpost",param:param}

  window.frames["ccbarclient"].postMessage(JSON.stringify(json),$aicc_ContextPath);

}    
if (window.addEventListener) { 
  window.addEventListener('message', callback); } 
else { 
  window.attachEvent('onmessage', callback); 
}