QM call session event data

This page describes the call session event data that Contact Center AI Platform (CCAI Platform) can export to your quality management (QM) application. For more information about integrating CCAI Platform with your QM application, see QM, SIPREC, and WFM integration.

For chat session event data, see QM chat session event data.

Call session events and triggers

Certain call session events trigger the export of call session data to your QM application. This section lists the call event types and the actions that trigger each one. It also includes a session event payload example for each session event type.

Agent logs in

This event is triggered by the following actions:

  • An agent signs in to the agent adapter using the Contact Center AI Platform portal.

  • An agent signs in to the agent adapter using a CRM.

The following code sample shows the event payload:

{
 "type" : "AgentState",
 "item" : {
  "ParticipantID" : "1234",
  "Email" : "some.email@domain.com",
  "State" : "login"
 }
}

Agent logs out

This event is triggered by the following actions:

  • An agent signs out of the agent adapter using the Contact Center AI Platform portal.

  • An agent signs our of the agent adapter using a CRM.

The following code sample shows the event payload:

{
 "type" : "AgentState",
 "item" : {
  "ParticipantID" : "1234",
  "Email" : "some.email@domain.com",
  "State" : "logout"
 }
}

Inbound call is projected

This event is triggered when an end-user places a call to the contact center and the call is projected to an agent.

This event applies only when the call is projected for deltacast. Multicast projections don't trigger events. Only the first deltacast projection for the call in a cascade group triggers an event.

This event includes call projections received through call transfers, redirects, and deflections.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "ringing",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   },
   {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "ringing"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Inbound call is answered

This event is triggered when an agent answers a projected call.

This event applies when the call is answered by an agent for both deltacast or multicast projections. This event applies for calls received and answered through call redirects and deflections.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "connected",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "connected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Outbound call is ringing

This event is triggered by the following actions:

  • An agent dials a new outbound call and the call is ringing for an end-user.

  • An agent dials an add-party call and the call is ringing for a third party.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "e9dd62bb",
  "State" : "dialing",
  "Direction" : "outgoing",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "connected"
   },
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Outbound call is answered

This event is triggered by the following actions:

  • An end-user answers an outbound call.

  • A third party answers a add-party call.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "e9dd62bb",
  "State" : "connected",
  "Direction" : "outgoing",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "connected"
   },
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Call is placed on hold

This event is triggered by the following actions:

  • An agent places a end-user on hold.

  • An agent places a third party on hold.

The following code sample shows the event payload:

 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "held",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "held"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "connected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Call is removed from on hold

This event is triggered by the following actions:

  • An agent removes an end-user from on hold.

  • An agent removes a third party from on hold.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "connected",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "connected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Cold transfer is initiated and accepted

This event is triggered by the following actions:

  • An agent places a cold transfer call to another agent and the transfer is accepted.

  • An agent places a cold transfer call to another queue and the transfer is accepted by an agent from that queue.

  • An agent cold invites another agent to a call conference and the other agent accepts and joins the call conference.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "transferred",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   },
  {
    "ParticipantID" : "4321",
    "Type" : "agent",
    "State" : "connected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Warm transfer is initiated and accepted

This event is triggered by the following actions:

  • An agent places a warm transfer call to another agent and the transfer is accepted.

  • An agent places a warm transfer call to another queue and the transfer is accepted by an agent from that queue.

  • An agent warm invites another agent to a call conference and the other other accepts and joins the call conference.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "conferenced",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "connected"
  },
  {
    "ParticipantID" : "4321",
    "Type" : "agent",
    "State" : "connected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Agent leaves a call conference

This event is triggered when an agent in a call conference leaves the call conference without ending it.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "participantDisconnect",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "disconnected"
  },
  {
    "ParticipantID" : "4321",
    "Type" : "agent",
    "State" : "connected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Call is muted

This event is triggered by the following actions:

  • An agent mutes a call.

  • An agent mutes other participants in a call.

This event applies for all calls.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "connected",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,\
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "muted"
  },
  {
    "ParticipantID" : "4321",
    "Type" : "agent",
    "State" : "muted"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Call is unmuted

This event is triggered by the following actions:

  • An agent unmutes a call.

  • An agent unmutes other participants in a call.

This event applies for all calls.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "connected",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "connected"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "unmuted"
  },
  {
    "ParticipantID" : "4321",
    "Type" : "agent",
    "State" : "unmuted"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Call is redacted

This event is triggered when an agent redacts a call.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "connected",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "redacted"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "redacted"
  }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Call is unredacted

This event is triggered when an agent unredacts a call.

The following code sample shows the event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "connected",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "unredacted"
   },
  {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "unredacted"
  }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Call is ended

This event is triggered by the following actions:

  • An end-user ends a call.

  • An agent ends a call.

This event applies for all calls.

The following code sample shows the inbound call event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "846802bf90d1",
  "State" : "disconnected",
  "Direction" : "incoming",
  "Initiator" : "+123456789",
  "Queue_path_ids": "1/2/3",
  "Queue_path_names" : "support/orders/status",
  "Language" : "en",
  "Queue_uuid" : 3,
  "Recording_permitted" : true,
  "Participants" :
  [
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "disconnected"
   },
   {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "disconnected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

The following code sample shows the outbound call event payload:

{
 "type" : "CallState",
 "item" : {
  "CallID" : "e9dd62bb",
  "State" : "disconnected",
  "Direction" : "outgoing",
  "Initiator" : "1234",
  "Participants" :
  [
   {
    "ParticipantID" : "1234",
    "Type" : "agent",
    "State" : "disconnected"
   },
   {
    "ParticipantID" : "+123456789",
    "Type" : "external",
    "State" : "disconnected"
   }
  ],
  "MediaID" : "208188811_124248155@67.231.1.110"
 }
}

Call session event fields

The following tables describe the fields in the session data that Contact Center AI Platform exports to your QM application.

General fields

Field name Allowed values Description Effect
type
  • AgentState
  • CallState

The event type of the overall JSON payload.
  • Passes AgentState for agent related events.
  • Passes CallState for call related events.

item

The object with event information.

Agent state fields

Field name Values Description Behavior

ParticipantID

An agent ID

Available in the item object.

The agent's identifier in the Contact Center AI Platform system.
  • Passes the value of the ID field in the agent_info object in the Contact Center AI Platform session metadata.

Email

An email address

Available in the item object.

The agent's email address.
  • Passes the value of the email field in the agent_info object in the session metadata.

State
  • login
  • logout

Available in the item object.

The agent's state at the time of the event.
  • Passes login when the agent is signed in.
  • Passes logout when the agent is signed out.

Call state fields

Field name Values Description Behavior

CallID

The call ID

Available in the item object.

The call session's identifier in the Contact Center AI Platform system.
  • Passes the value of the ID field in the main object in the Contact Center AI Platform session metadata.

State
  • dialing
  • waiting
  • ringing
  • connected
  • redirected
  • deflected
  • transferred
  • conferenced
  • disconnected

Available in the item object.

The current state of the call session.
  • Passes dialing when an outbound call is in a ringing state for agent or end-user.
  • Passes waiting when the call is placed in the queue for projection to agents.
  • Passes ringing when an inbound/transferred call is in projecting state for the agent.
  • Passes connected when the agent or end-user is connected to the call conference.
  • Passes redirected when the call is automatically redirected without getting projected to agents.
  • Passes transferred when the call is cold-transferred from agent to another.
  • Passes conferenced when the call is warm-transferred from agent to another.
  • Passes disconnected when the agent or end-user has left the call conference.

Direction
  • incoming
  • outgoing

Available in the item object.

The direction of the call session from the contact center perspective.
  • Passes incoming when the call session is inbound.
  • Passes outgoing when the call session is outbound.

Initiator
  • The agent ID
  • The virtual agent ID
  • The end-user's phone number

Available in the item object.

The identifier of the party that initializes the call state.

  • For human agents

    Passes the value of the ID field in the agent_info object in the session metadata.

  • For virtual agents

    Passes the value of the virtual_agent_id field in the participants object in the session metadata.

  • For end-users

    Passes the phone number of the end-user, if available.

    Else, passes the value of the ID field in the end_user object in the session metadata.

Queue_path_ids

A path of queue IDs

Available in the item object.

The queue path navigated by the end-user before reaching the first agent of the call.

This value is constructed using the queue IDs of the navigated queue.

This applies only for incoming calls.

Queue_path_names

A path of queue names

Available in the item object.

The queue path navigated by the end-user before reaching the first agent of the call.

This value is constructed using the queue names of the navigated queue.

This applies only for incoming calls.

Language

The language code

Available in the item object.

The language code of the end-user's selected language.

This applies only for incoming calls.

Queue_uuid

The queue ID

Available in the item object.

The UUID of the queue that the call reaches.

This applies only for incoming calls and queue transferred calls.

Recording_permitted

A boolean

Available in the item object.

Indicates if call recording is allowed for the specific call
  • Passes true if call recording is allowed.
  • Passes false if call recording is not allowed.

Custom_headers

custom headers

Available in the item object.

This field is used to pass custom data such as SIP headers

Participants

This object is nested in the item object.

An object containing the call participant's information.

ParticipantID
  • agent_id
  • virtual_agent_id
  • consumer_phoneNumber
  • thirdParty_phoneNumber

Available in the Participants object.

The identifier of the call participant.
  • For human agents

    • Passes the value of the ID field in the agent_info object in the Contact Center AI Platform session metadata.

  • For virtual agents

    • Passes the value of the virtual_agent_id field in the participants object in the Contact Center AI Platform session metadata

  • For end-users

    • Passes the phone number of the end-user, if available.

    Else, passes the value of the id field in the end_user object in the Contact Center AI Platform session metadata.

  • For third-parties

    • Passes the phone number of the third-party, if available.

    Else, Passes the value: null.

Type
  • agent
  • external

Available in the Participants object.

The type of the call participant.
  • Passes agent when the call participant is a Contact Center AI Platform agent.
  • Passes external when the call participant is an end-user or third-party.

State
  • dialing
  • ringing
  • connected
  • held
  • disconnected
  • callback
  • deflected
  • transferred
  • redacted
  • unredacted
  • muted
  • unmuted

Available in the Participants object.

The participant's current state in the call conference.
  • Passes dialing when an outbound call segment is in ringing state for the agent or end-user or third-party.
  • Passes ringing when an inbound or transferred call segment is in projecting state for the agent.
  • Passes connected when the agent or end-user or third-party is connected to the call conference.
  • Passes held when the end-user or third-party is put on hold in the call conference by the agent.
  • Passes disconnected when the agent or end-user or third-party has left the call conference.
  • Passes redacted when the call redaction is enabled in the agent or end-user or third-party call segment
  • Passes unredacted when the call redaction is disabled in the agent or end-user or third-party call segment
  • Passes muted when the agent is placed on mute
  • Passes unmuted when the agent is removed from mute

MediaID
  • twilio_mediaID
  • nexmo_mediaID

Available in the Participants object.

The identifier for call session media from the carrier.
  • Passes the twilio_mediaID when the initiator calls into or calls from a Twilio number
  • Passes the nexmo_mediaID when the initiator calls into or calls from a Nexmo number