Introduction

The Notification Service allows you to notify the call events of the TVox Contact Center to a third-party solution (e.g., CRM) in order to integrate the two platforms according to your needs.

The call events available for notification are:

• Inbound
• Outbound
• Contact Center Service
• Transfered

Configuration

The Notification Service is configured from a specific section of the Omnichannel Contact Center (OCC) configuration interface.

Web Service

Call events are notified through HTTP or HTTPS requests to a Web Service (Server-to-Server communication).

The following Web Service parameters must be configured:

• Name of the event group configured for the current web service
• URI complete with protocol, host and any query parameters
• Type of HTTP request:
  • GET, the configured variables are notified through params on query string
  • POST, the configured variables are notified within the body of the request with Content-Type: application / x-www-form-urlencoded
• Connection timeout, maximum time (in seconds) within which the request will attempt a connection to the configured URI
• Response timeout, maximum time (in seconds) that the request will wait for a response from the configured URI

Authentication

The request to the Web Service can be authenticated with Basic Authentication by specifying username and password.

Events

For each Web Service URI it is possible to configure one or more call events to be notified.

Once you have chosen the type beetween Inbound, Outbound, Contact Center Service and Transfered, you need to choose the specific event to be notified. For the Contact Center Service call it is also possible to indicate a Contact Center Service for which to filter the events.

Finally, for each event it is possible to choose which data of the call event must be notified, mapping them to variables whose name can be chosen.

Inbound

Inbound type includes all direct (non-service) calls, both between operators and between operator and external contact.

Events

• New call
• Answered call
• Abandoned call

Variables

Variable	Description	Values
dateISO	Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
dateYMDms	Date time of the event (yyyyMMddHHmmss)
eventtype	Type of call whose event is notified	INBOUNDCALL
event	Type of event being notified	NEW, ANSWER, HANGUP,
clid	Caller Line Identification, number of the contact who made the call
clidname	Name of the contact who made the call
clidsurname	Surname of the contact who made the call
clidcompany	Company of the contact who made the call
cliduid	Unique identifier of the contact who made the call
dnis	Direct Number Information System, number of the contact who received the call
dnisname	Name of the contact who received the call
dnissurname	Surname of the contact who received the call
dniscompany	Company of the contact who received the call
dnisuid	Unique identifier of the contact who received the call
id	Call identifier
userclid	Username of the TVox user who made the call
userdnis	Username of the TVox user who received the call
dialresult	Result of the call	CHANUNAVAIL: channel unavailable, CONGESTION: channel congestion, NOANSWER: no answer call, BUSY: called number is busy, ANSWER: answered call, CANCEL_without_CALL: caller cancel call, INVALIDARGS: on call invalid argument, REJECTED: rejected call
calldata	Call data
transferringusername	Username of the TVox user who transfered the call

Outbound

Outbound type includes all outbound calls between operator and external contact, it does not include calls between operators.

Events

• New call
• Answered call
• Abandoned call

Variables

Variable	Description	Values
dateISO	Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
dateYMDms	Date time of the event (yyyyMMddHHmmss)
eventtype	Type of call whose event is notified	OUTBOUNDCALL
event	Type of event being notified	NEW, ANSWER_USER, HANGUP
clid	Caller Line Identification, number of the contact who made the call
clidname	Name of the contact who made the call
clidsurname	Surname of the contact who made the call
clidcompany	Company of the contact who made the call
cliduid	Unique identifier of the contact who made the call
dnis	Direct Number Information System, number of the contact who received the call
dnisname	Name of the contact who received the call
dnissurname	Surname of the contact who received the call
dniscompany	Company of the contact who received the call
dnisuid	Unique identifier of the contact who received the call
id	Call identifier
userclid	Username of the TVox user who made the call
userdnis	Username of the TVox user who received the call
dialresult	Result of the call	CHANUNAVAIL: channel unavailable, CONGESTION: channel congestion, BUSY: called number is busy, ANSWER: answered call, CANCEL_without_CALL: caller cancel call, INVALIDARGS: on call invalid argument
calldata	Call data
transferringusername	Username of the TVox user who transfered the call
dnissourceuid	Contact source identifier of the called number
clidsourceuid	Contact source identifier of the caller number
serviceDataInizioISO8601	Start datetime of the outbound service call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
serviceDataConnessioneISO8601	Connection datetime of the outbound service call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
serviceDataDisconnessioneISO8601	End datetime of the outbound service call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
serviceCode	Service code (call tagging) of the outbound service call

Contact Center' service call

Contact Center' service call type includes all inbound service calls from Contact Center, therefore between operator and external contact.

Events

• New call
• Ringing call (on TVox user)
• Answered service call (by TVox user)
• Abandoned call (before TVox user answer)
• Queued service call
• Abandoned service call (after TVox user answer)
• Lost service call (on TVox user)

Variables

Variable	Description	Values
dateISO	Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
dateYMDms	Date time of the event (yyyyMMddHHmmss)
eventtype	Type of call whose event is notified	SERVICECALL
event	Type of event being notified	NEW, RING_USER, ANSWER_USER, HANGUP, QUEUE, HANGUP_AFTER_USER_ANSWER, LOST_CALL_ON_USER
idlastcall	Call identifier
step	Call step
idchiamata	Call time identifier
sitoDistribuzione	Call distribution site
pin	Username of the TVox user who managed the call
prioritaAgente	Priority of the TVox user
interno	Exten of the TVox user
tipochiamata	Call direction type	I: Inbound
canale	SIP channel identifier
skillset	Skillset code
cli	Caller Line Identification, number of the contact who made the cal
dnis	Direct Number Information System, number of the contact who received the call
datainizio	Start date of the call (yyyy-MM-dd)
orainizio	Start time of the call ( HH.mmss)
datadistribuzione	Distribution date of the call (yyyy-MM-dd)
oradistribuzione	Distribution time of the call ( HH.mmss)
statoCc	Call type code	MAX_CALL_OVER, CALLBACK , NO_SELECTION , MAX_QUEUED_CALL_OVER
statochiamata	Call status code	H: Hanging up the caller, T: terminated by the system, TT: ended with transfer (see column "Transferred to"), RC: agent response and ended by the caller, RA: response from agent and ended by agent, RTB: answer and ended by transferring without consultation (Blind), RTC: answer and ended by transferring with consultation (Attended), E: reportion error for the call
trasferita	Number or service code the call has been transfered to
datarispostaag1	Answered date of the call by TVox user (yyyy-MM-dd)
orarispostaag1	Answered time of the call by TVox user ( HH.mmss)
attesaag1	Ringing time (seconds) on TVox user
datadisconnessione	End date of the call (yyyy-MM-dd)
oradisconnessione	End time of the call in (HH.mmss)
servizio	Service code
grpservizio	Crossed service code list involved by the call (separated by the special character "|")
popuptype	Popup type	EXE, WEB
popupinfo	Popup additional information collected by IVR or third party applications (separated by the special character "|")
popupresult	Popup result
uniqueid	Call identifier (without distribution site)
priorita
contesto	Call time context	AT: Active, FO: Out of Calendar, OS: Out of Service, C_1, C_2 C_3 C_4 C_5: Custom contexts
sipcallid	SIP call identifier
cliente	Customer code
campagna	Outbound campaign code
lista	Outbound campaign list code
idSpoolRecord	Contact id used by outbound campaign interface table
itemNumberSpoolRecord	Contact number id used by outbound campaign interface table
contactPriority
mcId	Multichannel channel id	0: Phone, 1001: Video, 1002: Support, 1003: LiveHelp Chat, 1004: Widget Chat, 1, 2, 3: for optional custom
mcSession	Multichannel session id
mcDescription	Multichannel description
mcText	Multichannel additional data
interviewService	Survey service code
smartrec
calldata	Call additional data
dataCoda	Start queuing date of the call (yyyy-MM-dd)
oraCoda	Start queuing time of the call ( HH.mmss)
wnrAg1
callresultResult	Exit code id
callresultResultName	Exit code name
callresultResultLevel2	Second level exit code id
callresultResultNameLevel2	Second level exit code name
callresultNote1	Optional exit code note
callresultNote2	Optional exit code note
timeHold
calltagNote1	Optional tagging note
calltagNote2	Optional tagging note
channelDestination	Transfer destination	INTERNAL, EXTERNAL, REMOTE
callTransferFromService
sentiment	Customer sentiment code
contactId	Contact identifier
contactUsername	Contact username (if internal)
contactValue	Contact value
contactType	Contact type	USER, SERVICE, SHORT_NUMBER, EXTERNAL_ITEM, EXTERNAL_ORGANIZATION, PERSONAL_ITEM, UNKNOWN, ANONYMOUS
contactLookupType	Contact lookup result	SUCCESS, MULTIPLE, NONE, ERROR
contactOrganizationId	Contact organization identifier
censusResult	Contact census result
guardPbxcallSurvey
accessList
abandonedCallId	Abandoned call id
callbackCallId	Callback call id
generico1	Generic custom data
generico2	Generic custom data
generico3	Generic custom data
generico4	Generic custom data
generico5	Generic custom data
updateTime	Last update timestamp (yyyy-MM-dd HH:mm:ss)
accodamento
ivrLabel	IVR node label
callerInfo_faxNumber	Caller fax number
callerInfo_email	Caller email
callerInfo_city	Caller city
callerInfo_street	Caller street
callerInfo_country	Caller country
callerInfo_state	Caller state
callerInfo_zip	Caller zip
callerInfo_name	Caller name
callerInfo_surname	Caller surname
callerInfo_officePhone	Caller office phone
callerInfo_mobilePhone	Caller mobile phone
callerInfo_homePhone	Caller home phone
callerInfo_otherPhone	Caller other phone
callerInfo_company	Caller company
callerInfo_uid	Caller contact unique identifier
callerInfo_sourceUid	Caller contact source identifier
callerInfo_customData	Caller contact custom data
callerInfo_photo	Caller contact photo
callerInfo_uri	Caller URI
callerInfo_username	Caller contact username
callerInfo_contactTypeValue	Customer contact type
callerInfo_lookupResult	Customer contact lookup type
callerInfo_priority
updateTimeISO8601	Last update timestamp in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
datainizioISO8601	Start datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
dataCodaISO8601	Start queuing datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
datadistribuzioneISO8601	Distribution datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
datarispostaag1ISO8601	Answered datetime of the call by TVox user in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
datadisconnessioneISO8601	End datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)

Answer Service' service call

Answer Service' service call type includes all inbound service calls from Answer Service, therefore between operator and external contact.

Events

• New call
• Ringing call (on TVox user)
• Answered service call (by TVox user)
• Abandoned call (before TVox user answer)
• Queued service call
• Abandoned service call (after TVox user answer)
• Lost service call (on TVox user)

Variables

Variable	Description	Values
dateISO	Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
dateYMDms	Date time of the event (yyyyMMddHHmmss)
eventtype	Type of call whose event is notified	SERVICECALL
event	Type of event being notified	NEW, RING_USER, ANSWER_USER, HANGUP, QUEUE, HANGUP_AFTER_USER_ANSWER, LOST_CALL_ON_USER
idlastcall	Call identifier
step	Call step
idchiamata	Call time identifier
sitoDistribuzione	Call distribution site
pin	Username of the TVox user who managed the call
prioritaAgente	Priority of the TVox user
interno	Exten of the TVox user
tipochiamata	Call direction type	I: Inbound
canale	SIP channel identifier
skillset	Skillset code
cli	Caller Line Identification, number of the contact who made the cal
dnis	Direct Number Information System, number of the contact who received the call
datainizio	Start date of the call (yyyy-MM-dd)
orainizio	Start time of the call ( HH.mmss)
datadistribuzione	Distribution date of the call (yyyy-MM-dd)
oradistribuzione	Distribution time of the call ( HH.mmss)
statoCc	Call type code	MAX_CALL_OVER, CALLBACK , NO_SELECTION , MAX_QUEUED_CALL_OVER
statochiamata	Call status code	H: Hanging up the caller, T: terminated by the system, TT: ended with transfer (see column "Transferred to"), RC: agent response and ended by the caller, RA: response from agent and ended by agent, RTB: answer and ended by transferring without consultation (Blind), RTC: answer and ended by transferring with consultation (Attended), E: reportion error for the call
trasferita	Number or service code the call has been transfered to
datarispostaag1	Answered date of the call by TVox user (yyyy-MM-dd)
orarispostaag1	Answered time of the call by TVox user ( HH.mmss)
attesaag1	Ringing time (seconds) on TVox user
datadisconnessione	End date of the call (yyyy-MM-dd)
oradisconnessione	End time of the call in (HH.mmss)
servizio	Service code
grpservizio	Crossed service code list involved by the call (separated by the special character "|")
popuptype	Popup type	EXE, WEB
popupinfo	Popup additional information collected by IVR or third party applications (separated by the special character "|")
popupresult	Popup result
uniqueid	Call identifier (without distribution site)
priorita
contesto	Call time context	AT: Active, FO: Out of Calendar, OS: Out of Service, C_1, C_2 C_3 C_4 C_5: Custom contexts
sipcallid	SIP call identifier
cliente	Customer code
campagna	Outbound campaign code
lista	Outbound campaign list code
idSpoolRecord	Contact id used by outbound campaign interface table
itemNumberSpoolRecord	Contact number id used by outbound campaign interface table
contactPriority
mcId	Multichannel channel id	0: Phone, 1001: Video, 1002: Support, 1003: LiveHelp Chat, 1004: Widget Chat, 1, 2, 3: for optional custom
mcSession	Multichannel session id
mcDescription	Multichannel description
mcText	Multichannel additional data
interviewService	Survey service code
smartrec
calldata	Call additional data
dataCoda	Start queuing date of the call (yyyy-MM-dd)
oraCoda	Start queuing time of the call ( HH.mmss)
wnrAg1
callresultResult	Exit code id
callresultResultName	Exit code name
callresultResultLevel2	Second level exit code id
callresultResultNameLevel2	Second level exit code name
callresultNote1	Optional exit code note
callresultNote2	Optional exit code note
timeHold
calltagNote1	Optional tagging note
calltagNote2	Optional tagging note
channelDestination	Transfer destination	INTERNAL, EXTERNAL, REMOTE
callTransferFromService
sentiment	Customer sentiment code
contactId	Contact identifier
contactUsername	Contact username (if internal)
contactValue	Contact value
contactType	Contact type	USER, SERVICE, SHORT_NUMBER, EXTERNAL_ITEM, EXTERNAL_ORGANIZATION, PERSONAL_ITEM, UNKNOWN, ANONYMOUS
contactLookupType	Contact lookup result	SUCCESS, MULTIPLE, NONE, ERROR
contactOrganizationId	Contact organization identifier
censusResult	Contact census result
guardPbxcallSurvey
accessList
abandonedCallId	Abandoned call id
callbackCallId	Callback call id
generico1	Generic custom data
generico2	Generic custom data
generico3	Generic custom data
generico4	Generic custom data
generico5	Generic custom data
updateTime	Last update timestamp (yyyy-MM-dd HH:mm:ss)
accodamento
ivrLabel	IVR node label
callerInfo_faxNumber	Caller fax number
callerInfo_email	Caller email
callerInfo_city	Caller city
callerInfo_street	Caller street
callerInfo_country	Caller country
callerInfo_state	Caller state
callerInfo_zip	Caller zip
callerInfo_name	Caller name
callerInfo_surname	Caller surname
callerInfo_officePhone	Caller office phone
callerInfo_mobilePhone	Caller mobile phone
callerInfo_homePhone	Caller home phone
callerInfo_otherPhone	Caller other phone
callerInfo_company	Caller company
callerInfo_uid	Caller contact unique identifier
callerInfo_sourceUid	Caller contact source identifier
callerInfo_customData	Caller contact custom data
callerInfo_photo	Caller contact photo
callerInfo_uri	Caller URI
callerInfo_username	Caller contact username
callerInfo_contactTypeValue	Customer contact type
callerInfo_lookupResult	Customer contact lookup type
callerInfo_priority
updateTimeISO8601	Last update timestamp in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
datainizioISO8601	Start datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
dataCodaISO8601	Start queuing datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
datadistribuzioneISO8601	Distribution datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
datarispostaag1ISO8601	Answered datetime of the call by TVox user in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
datadisconnessioneISO8601	End datetime of the call in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)

Transfered

Transferred type includes all call transfer events (blind and with consultation) both between operators and between operator and external contact.

Events

• Transfered call

Variables

Variable	Description	Values
dateISO	Date time of the event in ISO-8601 format (yyyy-MM-ddTHH:mm:ss.SSSZ)
dateYMDms	Date time of the event (yyyyMMddHHmmss)
eventtype	Type of call whose event is notified	CALLTRANSFER
event	Type of event being notified	TRANSFER
clid	Caller Line Identification, number of the contact who made the call
clidname	Name of the contact who made the call
clidsurname	Surname of the contact who made the call
clidcompany	Company of the contact who made the call
cliduid	Unique identifier of the contact who made the call
dnis	Direct Number Information System, number of the contact who received the call
dnisname	Name of the contact who received the call
dnissurname	Surname of the contact who received the call
dniscompany	Company of the contact who received the call
dnisuid	Unique identifier of the contact who received the call
id	Call identifier
userclid	Username of the TVox user who made the call
userdnis	Username of the TVox user who received the call
dialresult	Result of the call
calldata	Call data
transferringusername	Username of the TVox user who transfered the call

Changelog

1.4.1

Available from: 26.2.3, 26.3.0

• Features / Enhancements
  • Removed the following unused variables:
    • Contact Center Service call: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2
    • Answer Service' service calls: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2
    • Contact Center Service chat: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2, mcId, mcSession, mcDescription, mcText

1.4.0

Available from: 26.2.0

• Features / Enhancements
  • Added event management for Call recording:
    • Recording

1.3.2

Available from: 24.9.18

• Features / Enhancements
  • Removed the following unused variables:
    • Contact Center Service call: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2
    • Answer Service' service calls: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2
    • Contact Center Service chat: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2, mcId, mcSession, mcDescription, mcText

1.3.1

Available from: 24.6.7, 24.7.0

• Features / Enhancements
  • Added the following variables:
    • Inbound: duration
    • Outbound: duration, callduration

1.3.0

Available from: 24.5.0

• Features / Enhancements
  • General documentation improvements
  • Added new events to Power Dialer:
    • List contacts terminated
    • Campaign contacts terminated

1.2.2

Available from: 24.3.42

• Features / Enhancements
  • Removed the following unused variables:
    • Contact Center Service call: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2
    • Answer Service' service calls: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2
    • Contact Center Service chat: callresultResult, callresultResultName, callresultResultLevel2, callresultResultNameLevel2, callresultNote1, callresultNote2, mcId, mcSession, mcDescription, mcText

1.2.1

Available from: 24.3.19

• Features / Enhancements
  • Added the following variables:
    • Inbound: duration
    • Outbound: duration, callduration

1.2.0

Available from: 24.0.0

• Features / Enhancements
  • Added the following variables:
    • Contact Center: campaignId, campaignDescription
    • Transferred: transferToServiceCode, transferFromServiceCode
  • Added event management for Power Dialer
  • Added notification management for Chat channel (both Web Chat and WhatsApp)

1.1.2

Available from: 24.0.0, 22.0.20

• Features / Enhancements
  • Added the following variable:
    • Outbound: popupinfo

1.1.1

Available from: 24.0.0, 22.0.18

• Features / Enhancements
  • Added the ability to make requests to Salesforce endpoints authenticated via the OAuth 2.0 JWT Bearer flow

1.1.0

Available from: 24.0.0, 22.0.13

• Features / Enhancements
  • Added event management for Answer Service' service calls as well as for Contact Center' service call

1.0.3

Available from: 21.0.32

• Features / Enhancements
  • Added the following variable:
    • Outbound: popupinfo

1.0.2

Available from: 24.0.0, 22.0.8, 21.0.29

• Features / Enhancements
  • Removed the following deprecated variables:
    • Inbound: duration, callduration
    • Outbound: duration, callduration
    • Contact Center Service call: durataag1, durataattesa, duratacomplessiva, durataWnrAg1, durataCoda, durataHold, dataWnrAg1, oraWnrAg1
    • Transfered: duration, callduration
  • Added the following variables:
    • Outbound: dnissourceuid, clidsourceuid, serviceDataInizioISO8601, serviceDataConnessioneISO8601, serviceDataDisconnessioneISO8601, serviceCode
    • Contact Center Service call: updateTimeISO8601, datainizioISO8601, dataCodaISO8601, datadistribuzioneISO8601, datarispostaag1ISO8601, datadisconnessioneISO8601

1.0.1

Available from: 24.0.0, 22.0.7, 21.0.28

• Features / Enhancements
  • Changed the format of the following dates variables (EEE+MMM+dd+HH:mm:ss+CEST+yyyy to yyyy-MM-dd):
    • Contact Center Service call: datainizio, datadistribuzione, datarispostaag1, datadisconnessione, dataCoda
  • Deprecated the following variables (will be removed in future versions):
    • Inbound: duration, callduration
    • Outbound: duration, callduration
    • Contact Center Service call: durataag1, durataattesa, duratacomplessiva, durataWnrAg1, durataCoda, durataHold, dataWnrAg1, oraWnrAg1
    • Transfered: duration, callduration

1.0.0

Available from: 24.0.0, 22.0.0, 21.0.0

• First release
  • Inbound calls
  • Outbound calls
  • Contact Center Service calls
  • Transfered calls