Section II – Functional Modules > Voice Interaction Interface > Action Elements         Bottom of Page
Genesys 8.1
SCXML Technical Reference
< Parameter Elements            Events >

Action Elements

<createcall>

This is the initiation or creation of a voice interaction between a customer or resource and a resource. This is equivalent to the T-Server TMakeCall or TMakePredictiveCall functions.

Attribute Details

Name

Required

Type

Default Value

Valid Values

Description

requestid

false

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

from

true

value expression

none

Any valid string or resource object

A value expression which returns the address that this call is to be made from.

See SCXML Legal Data Values and Value Expressions

to

true

value expression

none

Any valid string or resource object

A value expression which returns the destination address for this call. See SCXML Legal Data Values and Value Expressions

type

false

NMTOKEN

regular

regular, agent, supervisor, priority, agent priority, predictive

This defines the type of call that is to be created.

  • Regular — is a call to a customer.
  • Agent — is a call to another agent.
  • Supervisor — is a call to a supervisor.
  • Priority — is a priority call to a customer.
  • Agentpriority — is a priority call to another agent.
  • Predictive — is a predictive call to a customer.

reason

false

value expression

none

Any valid string

A value expression which returns the reason for making this call. See SCXML Legal Data Values and Value Expressions for details.

udata

false

value expression

none

Any valid ECMAScript object

A value expression which returns a valid ECMAScript object. This object's data will become part of the call's interaction object.

See SCXML Legal Data Values and Value Expressions for details.

hints

false

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when establishing this call. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

timeout

false

value expression

none

A value expression which returns an integer

A value expression which returns an integer which represents the number of seconds to wait. See SCXML Legal Data Values and Value Expressions for details. The integer returned is interpreted as a time interval. This interval begins when <createcall> is executed. The <createcall> must fail if not completed by the end of this interval. Completion is defined as the call getting to a CONNECTED state as signaled by an interaction.created event. A failed <createcall> must return either error.voice.createcall event or the interaction.partystatechanged event. This attribute is only used when the type attribute is set to "predictive".

The following is an example:

<state id="do_createcall">
<datamodel>
	<data id="reqid"/>
</datamodel>
<onentry>
	<ixn:createcall requestid="_data.reqid" from="'1234'" to="'+1919466600'" />
</onentry>
<transition event="voice.createcall.done" target="statex"/>
<transition event="error.voice.createcall" target="statey"/>
</state>
Children

None

Events

The following events can be generated as part of this action:

<hold>

This action puts a voice interaction on hold for a specific resource's device. This is equivalent to the T-Server THoldCall function.

Attribute Details

Name

Required

Type

Default Value

Valid Values

Description

requestid

false

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

interactionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

resource

true

value expression

none

Any valid string or resource object

A value expression which returns the holding device address for this call. See SCXML Legal Data Values and Value Expressions

hints

false

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when holding this call. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

The following is an example:

<state id="do_holdcall">
<datamodel>
	<data id="reqid"/>
	<data id="ixnid"/>
</datamodel>
<onentry>
	<ixn:hold requestid="_data.reqid" interactionid="_data.ixnid" resource="'1234'" />
</onentry>
<transition event="voice.hold.done" target="statex"/>
<transition event="error.voice.hold" target="statey"/>
</state>
Children

None

Events

The following events can be generated as part of this action:

<retrieve>

This action retrieves a voice interaction from hold for a specific resource's device. This is equivalent to the T-Server TRetrieveCall function.

Attribute Details

Name

Required

Type

Default Value

Valid Values

Description

requestid

false

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

interactionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

resource

true

value expression

none

Any valid string or resource object

A value expression which returns the retrieved device address for this call.

See SCXML Legal Data Values and Value Expressions

hints

false

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when retrieving this call. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

The following is an example:

<state id="do_retrievecall">
<datamodel>
	<data id="reqid"/>
	<data id="ixnid"/>
</datamodel>
<onentry>
	<ixn:retrieve requestid="_data.reqid" interactionid="_data.ixnid" resource="'1234'" />
</onentry>
<transition event="voice.retrieve.done" target="statex"/>
<transition event="error.voice.retrieve" target="statey"/>
</state>
Children

None

Events

The following events can be generated as part of this action:

<consultation>

This action extends an existing voice interaction to consult with a new resource's device. This is equivalent to the T-Server TInitiateTransfer and TInitiateConference functions.

Attribute Details

Name

Required

Type

Default Value

Valid Values

Description

requestid

false

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

interactionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

from

true

value expression

none

Any valid string or resource object

A value expression which returns the address that this consultation is to be made from.

See SCXML Legal Data Values and Value Expressions

to

true

value expression

none

Any valid string or resource object

A value expression which returns the destination address for this consultation

See SCXML Legal Data Values and Value Expressions

udata

false

value expression

none

Any valid ECMAScript object

A value expression which returns a valid ECMAScript object. This object's data will be come part of the consultation call's interaction object.

See SCXML Legal Data Values and Value Expressions for details.

hints

false

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when consulting. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

The following is an example:

<state id="do_consultationcall">
<datamodel>
	</datamodel>
<onentry>
	<ixn:consultation requestid="_data.reqid" interactionid="_data.ixnid" from="'1234'" to="'5678'" />
</onentry>
<transition event="voice.consultation.done" target="statex"/>
<transition event="error.voice.consultation" target="statey"/>
</state>
Children

None

Events

The following events can be generated as part of this action:

<alternate>

This action alternates a resource from a held call and an active call. This is equivalent to the T-Server TAlternateCall function.

Attribute Details

Name

Required

Type

Default Value

Valid Values

Description

requestid

false

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

heldinteractionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

heldresource

true

value expression

none

Any valid string or resource object

A value expression which returns the address that is the held call. For details, see Addressing Resources section.

See SCXML Legal Data Values and Value Expressions

activeinteractionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

activeresource

true

value expression

none

Any valid string or resource object

A value expression which returns the address that is in the active call. For details, see Addressing Resources section.

See SCXML Legal Data Values and Value Expressions

hints

false

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when altering. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

The following is an example:

<state id="do_alternatecall">
<datamodel>
	<data id="reqid"/>
	<data id="Aixnid"/>
	<data id="Hixnid"/>
</datamodel>
<onentry>
	<ixn:alternate requestid="_data.reqid" heldinteractionid="_data.Hixnid"
		heldresource="'1234'" activeinteractionid="_data.Aixnid" activeresource="'5678'" />
</onentry>
<transition event="voice.alternate.done" target="statex"/>
<transition event="error.voice.alternate" target="statey"/>
</state>
Children

None

Events

The following events can be generated as part of this action:

<reconnect>

This action drops the active call in the consultation and retrieves the held call for a specific resource. This is equivalent to the T-Server TReconnectCall function.

Attribute Details

Name

Required

Type

Default Value

Valid Values

Description

requestid

false

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

heldinteractionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

heldresource

true

value expression

none

Any valid string or resource object

A value expression which returns the address that is the held call. For details, see Addressing Resources section.

See SCXML Legal Data Values and Value Expressions

activeinteractionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

activeresource

true

value expression

none

Any valid string or resource object

A value expression which returns the address that is in the active call. For details, see Addressing Resources section.

See SCXML Legal Data Values and Value Expressions

hints

false

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when reconnection is done. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

The following is an example:

<state id="do_reconnectcall">
<datamodel>
	<data id="reqid"/>
	<data id="Aixnid"/>
	<data id="Hixnid"/>
</datamodel>
<onentry>
	<ixn:reconnect requestid="_data.reqid" heldinteractionid="_data.Hixnid" heldresource="'1234'"
		activeinteractionid="_data.Aixnid" activeresource="'5678'" />
</onentry>
<transition event="voice.reconnect.done" target="statex"/>
<transition event="error.voice.reconnect" target="statey"/>
</state>
Children

None

Events

The following events can be generated as part of this action:

<conference>

This action conferences a consultation call from a specific resource. This is equivalent to the T-Server TCompleteConference function.

Attribute Details

Name

Required

Type

Default Value

Valid Values

Description

requestid

false

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

heldinteractionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

activeinteractionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

resource

true

value expression

none

Any valid string or resource object

A value expression which returns the address that is conferencing the call. For details, see Addressing Resources section.

See SCXML Legal Data Values and Value Expressions

hints

false

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when conferencing. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

The following is an example:

<state id="do_conferencecall">
<datamodel>
	<data id="reqid"/>
	<data id="Aixnid"/>
	<data id="Hixnid"/>
</datamodel>
<onentry>
	<ixn:conference requestid="_data.reqid" heldinteractionid="_data.Hixnid"
		activeinteractionid="_data.Aixnid" resource="'1234'"/>
</onentry>
<transition event="voice.conference.done" target="statex"/>
<transition event="error.voice.conference" target="statey"/>
</state>
Children

None

Events

The following events can be generated as part of this action:

<transfer>

This action transfers a consultation call from a specific resource. This is equivalent to the T-Server TCompleteTransfer function.

Attribute Details

Name

Required

Type

Default Value

Valid Values

Description

requestid

false

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

heldinteractionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

activeinteractionid

true

value expression

 

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request. See SCXML Legal Data Values and Value Expressions for details.

resource

true

value expression

none

Any valid string or resource object

A value expression which returns the address that is transferring the call. For details, see Addressing Resources section.

See SCXML Legal Data Values and Value Expressions

hints

false

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when transferring. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

The following is an example:

<state id="do_transfercall">
<datamodel>
	<data id="reqid"/>
	<data id="Aixnid"/>
	<data id="Hixnid"/>
</datamodel>
<onentry>
	<ixn:conference requestid="_data.reqid" heldinteractionid="_data.Hixnid"
		activeinteractionid="_data.Aixnid" resource="'1234'"/>
</onentry>
<transition event="voice.transfer.done" target="statex"/>
<transition event="error.voice.transfer" target="statey"/>
</state>
Children

None

Events

The following events can be generated as part of this action:

<privateservice>

This action enables an application to pass data and request services (such as Set Feature, SIP Advice of Charge, change T-Server behavior, and so on) that are supported only by certain T-Servers and which are not covered by general feature requests. This is equivalent to the T-Server TPrivateService function and the applicable T-Server documentation should be consulted for the applicability of this request.

Attribute Details

Name

Required

Version

Type

Default Value

Valid Values

Description

requestid

false

8.1.1

location expression

none

Any valid location expression

This is the location for the request ID that is returned as part of this request. Any data model expression evaluating to a data model location. See SCXML Location Expressions for details. The location's value will be set to an internally generated unique string identifier to be associated with the action being sent. If this attribute is not specified, the event identifier is dropped. This identifier can be tested by the completion event handler to distinguish among several outstanding requests. If this attribute is not specified, the identifier can be acquired from the fetch completion event. Every request must receive a unique identifier.

serviceid

true

8.1.1

value expression

none

Any value expression that returns a valid integer

A value expression which returns an integer to indicate the type of information being passed or the service being requested. This is specific to the T-Server handling the call. Please refer to the T-Server documentation for your switch when setting this value.

See SCXML Legal Data Values and Value Expressions for details.

interactionid

true

8.1.1

value expression

none

Any value expression that returns a valid string

A value expression which returns the _genesys.FMname.interactions[x].g_uid associated with this request.

Non voice interactions will result in an error.voice.privateservice being generated.

See SCXML Legal Data Values and Value Expressions for details.

resource

false

8.1.1

value expression

none

Any valid string or resource object

A value expression which returns the DN of the controlling agent or route point on whose behalf the information is provided. For details, see Addressing Resources section.

See SCXML Legal Data Values and Value Expressions

Note: This corresponds to the thisDN parameter within the TLib TPrivateService method. Please refer to the T-Server documentation for your switch when setting this value

udata

false

8.1.1

ECMAScript Object

none

Any valid ECMAScript object

An ECMAScript Object which contains the list of key/value pairs which should be attached to the call in question.

See SCXML Legal Data Values and Value Expressions for details.

reasons

false

8.1.1

ECMAScript Object

none

Any valid ECMAScript object

An ECMAScript Object which contains the list of key/value pairs which provide additional information associated with this private service request intended to specify reasons for and results of actions taken by the user.

See SCXML Legal Data Values and Value Expressions for details.

extensions

false

8.1.1

ECMAScript Object

none

Any valid ECMAScript object

An ECMAScript Object which contains the list of key/value pairs which provides an additional data structure intended to take account of switch-specific features that cannot be described by other parameters or in the original structure of user data associated with this private service request.

See SCXML Legal Data Values and Value Expressions for details.

hints

false

8.1.1

value expression

none

Any valid ECMAScript object

A value expression which returns the ECMAScript object containing information which may be used by the implementing functional module when performing this action. This information may consist of protocol-specific parameters, protocol selection guidelines, and so on. Note: The meaning of these hints is specific to the implementing functional module.

See SCXML Legal Data Values and Value Expressions for details.

Note: When submitting the Private Service request the target T-Server to which this request will be submitted will be determined based upon the following;

  • If resource attribute contains both a switch and DN the switch will be used to locate the T-Server to submit the request to.
  • If resource attribute contains only a switch part, the switch will be used to locate the T-Server to submit the request to and the thisDN value of the underlying TLib TPrivateService will not be populated
  • If resource attribute contains only a DN part, then the switch and associated T-Server will be determined from the accommodating interactionid. The switch will be determined based upon the first party that has the DN resource referenced.
  • If resource is not provided then the T-Server will be determined by the last party within the associated parties entries for the supplied interaction. No resource (thisDN) will be provided in this case to the target T-Server.
  • In cases where by the target T-Server cannot be determined from the information provided then an error.voice.privateservice will be generated.

    The following is an example, please consult your T-Server manual for explicit information and appropriate examples on TPrivateService and applicable parameters:

    <state id="do_private_service">
    <datamodel>
    	<data id="reqid"/>
    </datamodel>
    <onentry>
     
    	<script>
    		var myuserdata = { details : { name : "Smith, John", age : 45 } };
    		var myreasons = { code : "New Update"};
    		var myextensions = { keyname : "Its value" };
    	</script>
    	 
    	<ixn:privateservice requestid="_data.reqid"
    	serviceid="1234" interactionid="_genesys.ixn.interactions[0].g_uid"
    	resource="'9000'"
    	udata = "myuserdata"
    	reasons = "myreasons"
    	extensions = "myextensions"/>
    </onentry>
     
    <transition event="voice.privateservice.done"
    	cond="_event.data.requestid==_data.reqid"  target="statex"/>
    <transition event="error.voice.privateservice" 
    	cond="_event.data.requestid==_data.reqid"  target="statey"/>
     
    </state>
    
    Children

    None

    Events

    The following events can be generated as part of this action, please refer to your specific T-Server manual for details of how and when these events are to be generated as they are specific to the service and T-Server implementation:

  • voice.privateservice.done — This event is sent when the request has been accepted by the orchestration system and sent. It is not an indication that the T-Server has handled or accepted the event.
  • error.voice.privateservice — This event is sent when the request itself has failed for some reason.



  • Section II – Functional Modules > Voice Interaction Interface > Action Elements         Top of Page
    Genesys 8.1
    SCXML Technical Reference
    < Parameter Elements            Events >