Computer Telephony Integration Connector

This section contains Computer Telephony Integration (CTI) Connector proto files.

Notes:

To download Media Manager proto files, click download Media Manager proto files.
Default values are determined by the gRPC specification. For more information, go to protocol buffers language guide .

mediamanager/event/event_service.proto

EventService

This service allows to publish events to be consumed by subscribed consumers. Event consumers can be both internal and external Media Manager clients.

gRPC method definitions

gRPC method definitions
Method Name	Request Type	Response Type	Description
CreateEvent	CreateEvent Request	CreateEvent Response	Creates an event and publishes it.

Methods with HTTP bindings

Notes:

REST API responses use the camel case naming convention, such as gkPersonId, but the REST API requests can either use the camel case or snake case naming convention, such as gk_person_id.
The following example displays root prefix and endpoint to build a complete URL, such as https://gatekeeper.api.nuance.com/v1/audios/upload-url:
- Root prefix for API: https://gatekeeper.api.nuance.com
- Endpoint: /v1/audios/upload-url
To know more about root prefixes for API that can be used for different geographies, go to Sites.

CreateEvent

POST /v1/events

CreateEventRequest

Input message that defines parameters for CreateEvent.

CreateEventRequest
Field	Type	Description
event_stream_id	string	Optional and deprecated. Unique ID of the event stream used to publish events to.
event	Event	Mandatory. The event to publish.

CreateEventResponse

Output message that defines parameters returned by CreateEvent.

CreateEventResponse
Field	Type	Description
status	nuance.rpc.Status	General operation status.
event_id	string	Unique ID identifying the created event.

mediamanager/connector/cti/cti_connector.proto

CtiConnectorCommand

Command to be executed by the CTI Connector.

CtiConnectorCommand
Field	Type	Description
One of connector_command:
start_monitor_command	StartMonitorCommand	Mandatory. Instructs the CTI Connector to start monitoring an agent extension. A connector could receive multiple start monitor command for the same agent extension, but with different subscriptions. The connector must create events for each subscription even though it’s for the same agent extension.
stop_monitor_command	StopMonitorCommand	Mandatory. Instructs the CTI Connector to stop monitoring an agent extension for a specific subscription.
update_call_data_command	UpdateCallDataCommand	Mandatory. Instructs the CTI Connector to update the data of a call for a specific subscription.
get_agent_current_calls_command	GetAgentCurrentCallsCommand	Mandatory. Instructs the CTI Connector to get the current calls for a specific subscription.

CtiConnectorCommandResponse

The command response executed by the CTI Connector.

CtiConnectorCommandResponse
Field	Type	Description
One of connector_command_response:
start_monitor_command_response	StartMonitorCommandResponse	Mandatory. The response for a StartMonitorCommand.
stop_monitor_command_response	StopMonitorCommandResponse	Mandatory. The response for a StopMonitorCommand.
update_call_data_command_response	UpdateCallDataCommandResponse	Mandatory. The response for a UpdateCallDataCommand.
get_agent_current_calls_command_response	GetAgentCurrentCallsCommandResponse	Mandatory. The response for a GetAgentCurrentCallsCommandResponse.

GetAgentCurrentCallsCommand

Update call data monitor command message.

GetAgentCurrentCallsCommand
Field	Type	Description
agent_info	nuance.mediamanager.connector.v1.AgentInfo	Optional. Identifies the agent.
subscription_id	string	Mandatory. Unique ID identifying the subscription.

GetAgentCurrentCallsCommandResponse

The response for a GetAgentCurrentCallsCommand.

GetAgentCurrentCallsCommandResponse
Field	Type	Description
call_details	repeated nuance.mediamanager.event.v1.CallDetails	Mandatory, Note: An agent can be on multiple calls.

StartMonitorCommand

Start monitor command message.

StartMonitorCommand
Field	Type	Description
subscription_id	string	Mandatory. Unique ID identifying the subscription.
event_stream_id	string	Mandatory. Unique ID of the event stream used to create events.
metadata	repeated StartMonitorCommand.MetadataEntry	Optional. Metadata provided when a subscription is created. Metadata could be used to implement specific connector behaviour.
One of monitor_info:
agent_info	nuance.mediamanager.connector.v1.AgentInfo	Mandatory. Identifies the agent.

StartMonitorCommand.MetadataEntry

StartMonitorCommand.MetadataEntry
Field	Type	Description
key	string
value	string

StartMonitorCommandResponse

The response for a StartMonitorCommand.

StopMonitorCommand

Stop monitor command message.

StopMonitorCommand
Field	Type	Description
subscription_id	string	Mandatory. Unique ID identifying the subscription.

StopMonitorCommandResponse

The response for a StopMonitorCommand.

UpdateCallDataCommand

Update call data monitor command message.

UpdateCallDataCommand
Field	Type	Description
call_identifier	nuance.mediamanager.connector.v1.CallIdentifier	Mandatory. Unique call ID created by the telephony system.Required. Call identifier.
agent_info	nuance.mediamanager.connector.v1.AgentInfo	Deprecated. Identifies the agent.
call_data	repeated UpdateCallDataCommand.CallDataEntry	Mandatory. Call data to update in the form of key-value pairs.
subscription_id	string	Mandatory. Unique ID identifying the subscription.

UpdateCallDataCommand.CallDataEntry

UpdateCallDataCommand.CallDataEntry
Field	Type	Description
key	string
value	string

UpdateCallDataCommandResponse

The response for a UpdateCallDataCommand.

mediamanager/event/event_resources.proto

AgentEvent

Information associated to an agent.

AgentEvent
Field	Type	Description
agent_info	AgentInfo	Mandatory. Identifies the agent.
agent_event_type	AgentEventType	Mandatory. Identifies the agent event type.

AgentInfo

The information associated to a logged in agent.

AgentInfo
Field	Type	Description
agent_id	string	Optional. Agent ID.
extension	string	Mandatory. Telephony extension.

CallDetails

CallDetails
Field	Type	Description
call_id	string	Mandatory

CallEvent

Data related to a call event.

CallEvent
Field	Type	Description
event_type	CallEventType	Mandatory. Identifies the type of call event such as CALL_STARTED, CALL_HOLD and CALL_CONFERENCE.
call_id	string	Mandatory. Unique call ID created by the telephony system.
call_type	CallType	Mandatory. Identifies the type of the call such as CALL_TYPE_INBOUND and CALL_TYPE_INTERNAL.
call_metadata	CallMetadata	Mandatory. Call info
agent_info	AgentInfo	Mandatory. The information associated to the agent.
call_attributes	repeated CallEvent.CallAttributesEntry	Optional. Attributes associated to a call or call session. Attributes in the map should be specific to the underlying CTI or call API used.
custom_data	repeated CallEvent.CustomDataEntry	Optional. Free-form key-value pairs containing custom data. Can be used to pass data that is not supported by the underlying CTI or call API.
recording_id	string	Optional. Unique recording ID used as correlation ID with SIPREC. This field is only required when correlation_attributes need to be correlated with this CallEvent.

CallEvent.CallAttributesEntry

CallEvent.CallAttributesEntry
Field	Type	Description
key	string
value	string

CallEvent.CustomDataEntry

CallEvent.CustomDataEntry
Field	Type	Description
key	string
value	string

CallIdentifier

Unique call ID created by the telephony system.

CallIdentifier
Field	Type	Description
call_id	string	Mandatory. The call ID.

CallMetadata

Provides attributes used to track a call.

CallMetadata
Field	Type	Description
ani	string	Optional. ANI
dnis	string	Optional. DNIS

DiagnosticTrace

Provides diagnostic information information about request processing steps.

DiagnosticTrace
Field	Type	Description
connector_type	ConnectorType	Mandatory. The type of connector involved in the request processing.
connector_id	string	Mandatory. The ID of the connector involved in the request processing.
external_connector_id	string	Mandatory. The ID of the specific connector instance involved in the request processing.

Event

Top level container for an event.

Event
Field	Type	Description
event_id	string	Optional. Unique ID that is generated at the creation of the event.
realm_id	string	Mandatory. Tenant’s realm ID associated to the event.
subscription_id	string	Mandatory. Subscription ID for which the event is destined to.
event_time	google.protobuf.Timestamp	Optional. Date and time of the event to create.
correlation_attributes	repeated Event.CorrelationAttributesEntry	Optional. Map of attributes will be attached if matching correlation id is found in Call Start CTI event.
One of event:
call_event	CallEvent	A call event.
agent_event	AgentEvent	An agent event.
subscription_event	SubscriptionEvent	A subscription event.

Event.CorrelationAttributesEntry

Event.CorrelationAttributesEntry
Field	Type	Description
key	string
value	string

SubscriptionEvent

Provides information about an event that happened concerning a subscription.

SubscriptionEvent
Field	Type	Description
subscription_event_type	SubscriptionEventType	Identifies the event type or action that occurred.
event_reason	string	Provides contextual information about the event. Used for debugging purposes only.
agent_info	AgentInfo	The agent information associated to the event.
diagnostic_trace	DiagnosticTrace	Optional. Provides information used for tracing.

AgentEventType

Identifies the event type or action associated to a subscription.

Name	Number	Description
AGENT_EVENT_TYPE_UNSPECIFIED	0	Unknown on unspecified event type.
AGENT_LOGOUT	1	The agent logged out from the phone.

CallEventType

Identifies the type of a call event. Included in CallEvent.

Name	Number	Description
CALL_EVENT_UNSPECIFIED	0	Unknown on unspecified call event type.
CALL_STARTED	1	The call has started.
CALL_ENDED	2	The call has ended.
CALL_HELD	3	The call was put on hold (pause).
CALL_RESUMED	4	The call was retrieved / resumed from pause.
CALL_PARTY_ADDED	5	Another party has been added to the call conference.
CALL_PARTY_DELETED	6	Another party has been removed from the call conference.
CALL_DATA_UPDATED	7	Call data changed. This event type is only required if a CallEvent contains attached data.
AUDIO_CHANNEL_CHANGED	8	The audio channel information has changed. This event type is optional if recording information is not contained within the CallEvent.

CallType

Identifies the type of a call. Included in CallEvent.

Name	Number	Description
CALL_TYPE_UNSPECIFIED	0	Unknown call type.
CALL_TYPE_INBOUND	1	Incoming call from an external party (customer) to an agent.
CALL_TYPE_OUTBOUND	2	Outgoing call from an agent to an external party (customer)
CALL_TYPE_EXTERNAL	3	Call occurring with an external party (customer) and an agent but we are not able to differentiate between inbound and outbound calls.
CALL_TYPE_INTERNAL	4	Call with between 2 agents.
CALL_TYPE_CONSULT	5	Internal call occurring with 2 agents. Another call in progress was put on hold.
CALL_TYPE_TRANSFER	6	Call in progress with an external party that has been transferred to another agent.
CALL_TYPE_CONFERENCE	7	Call occurring with 2 or more persons, usually agents.

ConnectorType

Listing of valid connector types.

Name	Number	Description
CONNECTOR_TYPE_UNSPECIFIED	0	Unspecified connector type.
CONNECTOR_TYPE_MEDIA	1	Media connector.
CONNECTOR_TYPE_CTI	2	CTI connector.
CONNECTOR_TYPE_SIPREC	3	SIPREC connector. Deprecated.
CONNECTOR_TYPE_GENERIC	4	Generic connector.
CONNECTOR_TYPE_RCC	5	Recording controller connector.

SubscriptionEventType

Identifies the event type or action associated to a subscription.

Name	Number	Description
SUBSCRIPTION_EVENT_TYPE_UNSPECIFIED	0	Unknown on unspecified event type.
SUBSCRIPTION_SUSPENDED	1	Temporary event. An issue happened with the subscription, which may cause the subscription to be out of service.
SUBSCRIPTION_RESTARTED	2	The subscription that was out of service has been recovered.
SUBSCRIPTION_DELETED	3	The issue with the subscription was unrecoverable so it was terminated.