channel.retrieved.v0

Description

This type of event indicates that a channel has been retrieved from a held state. During a phone call, an agent might place a customer on hold whilst consulting with a colleague, for example. When they finish the consultation, the agent will retrieve the customer from hold in order to continue talking to them. A channel.retrieved event will occur when the agent retrieves the customer.

A notification will be sent at the moment the held phase of the channel lifecycle ends. The channel will then move back to a connected phase.

Example

Here is an example of a channel.retrieved.v0 notification:

{
   "specversion":"1.0",
   "type":"channel.retrieved.v0",
   "id":"2VejGqWZPqHXHVNcfUPUO8IASAp",
   "source":"/channel",
   "subject":"27f5fdb2-f82f-4efe-9ef8-8453c9297ab3",
   "time":"2022-08-30T14:34:36.6134321Z",
   "datacontenttype":"application/json",
   "data":{
      "timestamp":"2022-08-30T14:34:36.088Z",
      "channel":{
         "conversationId":"3e71f453-116a-3abc-7769-bc678ef6e080",
         "interactionId":"1371f451-116a-4abc-8869-bc678ef67070",
         "channelId":"27f5fdb2-f82f-4efe-9ef8-8453c9297ab3",
         "party":{
            "role":"agent",
            "agentId":"1544",
            "userId":"ef71f453-556a-3abc-7769-bc678ef6e090"
         }
      }
   }
}

Properties

• specversion — The version of the specification being used.
• type — The type of event, which is channel.retrieved.v0. This comprises three parts: the entity performing the event, a description of the event, and the version of the event. 
• id — When combined with the source, forms a unique identifier for the notification. The format is a ksuid.
• source — The type of event source.
• subject — The subject of the event, which in this case is the channel. The value is the channel ID, which is a GUID.
• time — An ISO 8601 UTC datetime representing the moment the notification was sent.
• datacontenttype — The content type used by the data property.
• data — The event payload. 

  • timestamp — An ISO 8601 UTC datetime representing the moment the channel was retrieved from hold.

    This is not the timestamp of when a notification related to this event was sent. 
  • channel — Provides some further information about the channel that was retrieved from hold.
    • conversationId — A unique identifier assigned to a conversation within VCC. The conversation ID is a GUID (Globally Unique Identifier) such as '4f27b3a1-6f02-4006-8b9d-5f6e1c1a8f65.
    • interactionId — The unique identifier of the interaction that the channel is part of. It is a UUID.
    • channelId — The unique identifier of the channel that was retrieved from hold. It is a UUID.
    • party — Provides some further information about the party on the channel.
      • role —The role of the party on the channel. Possible values are external, agent, monitor, and voicemail.
      • agentId — The display ID for the party if they are an agent or monitor role.
      • userId — The ID for the user.