channel.parked.v0

Description

This type of event indicates that a channel has been parked. This happens when a connected channel is intentionally set aside by the agent and is made inactive for the time being. This can occur if the agent temporarily shifts focus to another task or interaction.

For example, a channel.parked event will occur for both the agent and customer channels when an agent decides to park a less urgent interaction to focus on a more urgent interaction.

A notification will be sent at the moment the parked phase of the channel lifecycle begins.

Example

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

{
   "specversion":"1.0",
   "type":"channel.parked.v0",
   "id":"2aRffDVJbosbADf1Kw2VY2Qub3Z",
   "source":"/channel",
   "subject":"740109c1-12d5-430f-9543-131fe5c4edcb",
   "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":"740109c1-12d5-430f-9543-131fe5c4edcb",
         "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.parked.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 parked.

    This is not the timestamp of when a notification related to this event was sent. 
  • channel — Provides some further information about the connected channel that was parked.
    • 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 connected channel that has been interrupted. It is a UUID.
    • party — This object 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 ID for the party if they are an agent or monitor role.
      • userId — The ID for the user.