End Task
Understand how this node calls Contact Center Enterprise Close task API to notify Contact Center Enterprise about the success/failure in closing a conversation
This node calls Contact Center Enterprise Close task API to notify Contact Center Enterprise about the success/failure in closing a conversation. While configuring flows in Webex Connect, you’d need to use this node for notifying Contact Center Enterprise about the success/failure in closing a conversation.
Authorization
Refer to section Node Authorizations for more information.
Methods and Outcomes
Here’s a brief description of various methods, and corresponding output variables and node outcomes associated with each of the methods.
| Input Variables | Output Variables | Node Outcomes |
|---|---|---|
| _ Method Name Name of the CCE task. _ Tracking ID The Tracking ID used to track individual requests. _ Domain - $(domain) One of the custom variables that must contain the finesse public accessible domain name for your business. A domain name is a string of text that maps to a numeric IP address, used to access a website from client software. Example: www.google.com. Task Details _ Task ID - $(flid) Flow transaction id from the state node is converted into UUID in the evaluate node, and passed to create task node, for creating task with flid as task id. $(flid) is one of the custom variables that contains the processed task ID value which is evaluated in the Evaluate node. - Disposition Code - The unique identifier for the type of conversation between the customer and the live agent. _ Conversation ID - $(conversationId) - This is async variable from the Create Conversation node. This variable automatically gets available in Webex Connect platform once create conversation executed with success. _ Destination - $(destination) One of the custom variables that must contain the value for customer's identifier. For example, the value of "PSID" in case of Facebook Messenger, "MSISDN" in case of SMS channel, and so on for other channels. Destination the customer contacted. For telephony, this is the number the contact called. For chat, this is the URL of the page where the chat takes place. For email, it is the email address contacted. _ Media Type Media type of the task. Acceptable values are email | chat | telephony | social | Web Callback For SMS, the media type is - Social. The Media Type for Email is 'Email', for Live chat, the Media Type is 'Chat', and for Callbacks, the Media Type is 'Telephony', and for Web Callback it is 'Web Callback'. _ Media Channel Media channel of the task. Eg. For a Social media type, the mediaChannel could be Facebook. Acceptable values for different media types are as follows:- Media Type Valid Media Channels - email, telephony, voice chat, chat, social, facebook, sms, and Web Callback. _ Preferred Owner - $(preferredOwner) - One of the custom variable that must contain the relevant agent ID The Preferred Agent ID of the Agent to whom the task should be assigned to. This is the Agent Skill Target ID in CCE. _ Script Selector - $(scriptSelector) Information that is used to select a routing script for the task Customer Details _ Customer ID Identification for the customer _ Mobile Number (Origin) Customer's mobile number _ Customer Name Customer's name Optional Variables _ Call Variables - $(val1) Value of the call variable. Maximum allowed value length is up to 40 bytes. _ User Variables - $(val1) User variables consist of Key, Type, and Value. _ Extension Variables - $(val1) Extension variables consist of Key, Type, and Value. | CCE End Task - location responsePayload | ok - 200 - Success Successfully Created - 201 - Success Forbidden - 403 - Erro Not Found - 404 - Error Internal Server Error - 500 - Error Bad Request - 400 - Error Unreachable - HTTP Status - 502 Error Service Unavailable - 503 - Error * Task Already Exists - 20200 - Success |
Method Name - Close Task
| Method Name | Output Variables | Node Outcomes |
|---|---|---|
| Close Task | None | onInvalidData onError onInvalidChoice onauthorizationfail Error Success * onTimeout |
| Channel | Field Value |
|---|---|
| All Channels | TASK ID - $(n2.webex.ID) ID - $(n2.webex.ID) QUEUE ID - $(n2.webex.queue) CONVERSATION ID - $(mediaResourceId) |
Sample configurations for various channels
Note:
Below are the channel specific field. These will be applicable for the respective channels
EMAIL ID(ORIGIN) - $(n2.email.emailId)
MOBILE NUMBER(ORIGIN) - $(n2.sms.senderNumber)
LIVECHAT USER ID(ORIGIN) - $(n2.livechat.userId)
| Channel | Field Value |
|---|---|
| SMS | Task ID - $(flid) Conversation ID - $(conversationId) Destination - $(n2.sms.serviceNumber) Media Type - Social Media Channel - SMS Preferred Owner - $(1100) Script Selector - $(ScriptSelector) Customer Details Customer ID -$(n2.sms.senderNumber) Mobile Number (Origin) - $(n2.sms.senderNumber) Customer Name - $(n2.sms.senderNumber) Call Variables - User Variables - |
| Task ID - $(flid) Conversation ID - $(conversationId) Destination - $(n2.email.appId) Media Type - Email Media Channel - Email Preferred Owner - $(0000) Script Selector - Insurance Customer Details Customer ID - $(n2.email.emailId) Customer Name - $(n2.email.senderName) $(n2.email.senderName) - $(n2.email.emailId) Call Variables - User Variables - Key - _DR_EmailSubject Type - String * Value - $(n2.email.subject) | |
| Live Chat | Task ID - $(flid) Conversation ID - $(conversationId) Destination - $(n2.inappmessaging.appId) Media Type - Chat Media Channel - Live Chat/In App Messaging Preferred Owner - $(0000) Script Selector - $(n38.inappmessaging.formFields.Query) Customer Details Customer ID - $(n38.inappmessaging.formFields.Email) Mobile Number (Origin) - Customer Name - $(n38.inappmessaging.formFields.Name) Live Chat User Id (Origin)- $(n2.inappmessaging.userId) Call Variables - User Variables Type - String Value - $(n2.inappmessaging.threadId) |
| Web Callback | Task ID - $(taskid_Callback) Conversation ID - $(conversationId) Destination - $(n2.inappmessaging.appId) Media Type - Web Callback Media Channel - Web Callback Preferred Owner - $(0000) Script Selector - $(ScriptSelector)_Callback Customer Details Customer ID - $(CustomerID) Phone Number (Origin) - $(CustomerPhoneNumber) Customer Name - $(CustomerName) Call Variables - User Variables Extension Variables LiveChatUserId (Origin)- $(ChatuserID) LiveChatThread - $(ChatThreadID) LiveChatAppID - $(aphid) Type - String |
Updated 2 months ago