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Operations for the Third Party Queue API for Chat (SOAP)
Answer ID 12912   |   Last Review Date 10/10/2024

Where can I learn more about UQ API operations?

Environment:
Chat
Third Party Queue API (UQ SOAP API)
Oracle B2C Service
 
Resolution:
 
Oracle B2C Service provides the Chat Third Party Queue Integration API. The Third Party Queue APIs are open and standards-based APIs that enable partners and customers to build integration solutions between Chat and third-party or universal routing and queuing platforms. This allows customers to use external systems to route and queue chats in order to extend the functionality of the routing platform or to include chat in a blended, multi-channel routing engine. This API leverages industry leading standards such as WSDL 1.1 and SOAP 1.1.
 
This table provides information about the Third-Party Queue API operations:
Operation Information
Authenticate
A universal queue client must authenticate by using this request before it can communicate with the chat server.
 
For more information about this operation, please refer to the documentation here: Answer ID 5169: Technical Documentation and Sample Code
ChatRouted
This request is used to route a chat engagement to an agent.
 
For more information about this operation, please refer to the documentation here: Answer ID 5169: Technical Documentation and Sample Code
ReportError
Notifies the chat server that an error has occurred on the universal queue system. The reported error will be logged in the chat server’s log file. This can be useful during troubleshooting when comparing the UQ system’s log files to the chat server’s log file.
 
For more information about this operation, please refer to the documentation here: Answer ID 5169: Technical Documentation and Sample Code
RetrieveMessages This operational transaction provides the universal queue with all messages currently on the chat server message queue. Requests and notifications from the chat server to the universal queue are stored on the Oracle B2C Service chat server and returned to the universal queue when RetrieveMessages is called. If the message queue is empty when RetrieveMessages is called, this API call will block for a configured period of time waiting for messages.
 
For more information about this operation, please refer to the documentation here: Answer ID 5169: Technical Documentation and Sample Code
RouteChatToQueue This request is used to route a chat engagement to a queue. This method provides a backup or fail-safe method of getting the end-user assigned to an agent if the UQ cannot route a chat to any of the desired agents.
 
For more information about this operation, please refer to the documentation here: Answer ID 5169: Technical Documentation and Sample Code
RetrieveAgentStateTypes This operation returns the valid engagement types that an agent may conduct during the lifecycle of an agent session.
 
Signature:  The operation signature may vary based on how the client side code was generated. The operation signature here reflects that of the operation as defined in the WSDL. Most toolkits will generate an additional parameter for the ChatClientInfoHeader.
 
Request:
 
<complexType name="RetrieveAgentStateTypesMsg">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="TransactionRequestData" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}TransactionRequest"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
Response:
 
<complexType name="RetrieveAgentStateTypesResponseMsg">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="TransactionResponseData" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}TransactionResponse"/>
         <element name="AgentStateIdentifiers" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}AgentStateIdentifierList"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
<complexType name="AgentStateIdentifierList">
 <complexContent>
   <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
     <sequence>
       <element name="AgentStateIdentifiersList" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}AgentStateIdentifier" maxOccurs="unbounded"/>
     </sequence>
   </restriction>
 </complexContent>
 </complexType>
 
<complexType name="AgentStateIdentifier">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="Channel" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}ChannelTypeEnum"/>
         <element name="AvailableStatus" type="{http://www.w3.org/2001/XMLSchema}boolean";/>
         <element name="AgentStateID" type="{http://www.w3.org/2001/XMLSchema}unsignedLong";/>
         <element name="Description" type="{http://www.w3.org/2001/XMLSchema}string";/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
<simpleType name="ChannelTypeEnum">
   <restriction base="{http://www.w3.org/2001/XMLSchema}string";>
     <enumeration value="CHAT"/>
     <enumeration value="PHONE"/>
     <enumeration value="EMAIL"/>
     <enumeration value="OTHER"/>
   </restriction>
 </simpleType>
 
Required Fields: All fields in the TransactionRequest object must be included-
 
<complexType name="TransactionRequest">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="Timestamp" type="{http://www.w3.org/2001/XMLSchema}dateTime";/>
         <element name="TransactionID" type="{http://www.w3.org/2001/XMLSchema}unsignedLong";/>
         <element name="SiteName" type="{http://www.w3.org/2001/XMLSchema}string";/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
Faults: ServerErrorFault, InvalidURLFault, UnexpectedErrorFault, RequestErrorFault
EnumerateAgents This operation retrieves information about all agents currently logged into the chat server and can be used to assist in determining agent availability when assigning an engagement to an agent.
 
Signature:  The operation signature may vary based on how the client side code was generated. The operation signature here reflects that of the operation as defined in the WSDL. Most toolkits will generate an additional parameter for the ChatClientInfoHeader.
 
Request: 
 
<complexType name="EnumerateAgentsMsg">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="TransactionRequestData" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}TransactionRequest"/>
         <element name="ProfileID" type="{http://www.w3.org/2001/XMLSchema}int"; minOccurs="0"/>
         <element name="GroupID" type="{http://www.w3.org/2001/XMLSchema}int"; minOccurs="0"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
Response: 
 
<complexType name="EnumerateAgentsResponseMsg">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="TransactionResponseData" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}TransactionResponse"/>
         <element name="AgentInformationList" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}AgentInformationList" minOccurs="0"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
<complexType name="AgentInformationList">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="AgentInformation" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}AgentInformation" maxOccurs="unbounded" minOccurs="0"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
<complexType name="AgentInformation">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="ClientID" type="{urn:messages.common.chat.ws.rightnow.com/v1_1}ID"/>
         <element name="AccountID" type="{http://www.w3.org/2001/XMLSchema}int";/>
         <element name="ProfileID" type="{http://www.w3.org/2001/XMLSchema}int";/>
         <element name="GroupID" type="{http://www.w3.org/2001/XMLSchema}int";/>
         <element name="Status" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}AvailabilityState"/>
         <element name="SubTypeID" type="{http://www.w3.org/2001/XMLSchema}int";/>
         <element name="ConnectionState" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}ConnectionState"/>
         <element name="IdleSessionCount" type="{http://www.w3.org/2001/XMLSchema}int";/>
         <element name="ActiveEngagementCount" type="{http://www.w3.org/2001/XMLSchema}int";/>
         <element name="AssignmentRequestCount" type="{http://www.w3.org/2001/XMLSchema}int";/>
         <element name="DisplayName" type="{http://www.w3.org/2001/XMLSchema}string"; minOccurs="0"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
Required Fields: All fields in the TransactionRequest object must be included-
 
<complexType name="TransactionRequest">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="Timestamp" type="{http://www.w3.org/2001/XMLSchema}dateTime";/>
         <element name="TransactionID" type="{http://www.w3.org/2001/XMLSchema}unsignedLong";/>
         <element name="SiteName" type="{http://www.w3.org/2001/XMLSchema}string";/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
Faults: ServerErrorFault, InvalidURLFault, UnexpectedErrorFault, RequestErrorFault
EnumerateEngagements This operation retrieves information about all engagements currently being handled by the chat server.
 
Signature:  The operation signature may vary based on how the client side code was generated. The operation signature here reflects that of the operation as defined in the WSDL. Most toolkits will generate an additional parameter for the ChatClientInfoHeader.
 
Request: 
 
<complexType name="EnumerateEngagementsMsg">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="TransactionRequestData" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}TransactionRequest"/>
         <element name="QueueID" type="{http://www.w3.org/2001/XMLSchema}long"; minOccurs="0"/>
         <element name="AgentClientID" type="{urn:messages.common.chat.ws.rightnow.com/v1_1}ID" minOccurs="0"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
Response:
 
<complexType name="EnumerateEngagementsResponseMsg">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="TransactionResponseData" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}TransactionResponse"/>
         <element name="EngagementsList" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}EngagementsList" minOccurs="0"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
<complexType name="EngagementsList">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="EngagementInformation" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}EngagementInformation" maxOccurs="unbounded" minOccurs="0"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
<complexType name="EngagementInformation">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="ParticipantsList" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}ParticipantsList" minOccurs="0"/>
         <element name="ChatID" type="{urn:messages.common.chat.ws.rightnow.com/v1_1}ID"/>
         <element name="ChatCreateTime" type="{http://www.w3.org/2001/XMLSchema}dateTime";/>
         <element name="ChatFirstEngagedTime" type="{http://www.w3.org/2001/XMLSchema}dateTime"; minOccurs="0"/>
         <element name="SecondsEngaged" type="{http://www.w3.org/2001/XMLSchema}long"; minOccurs="0"/>
         <element name="QueueID" type="{http://www.w3.org/2001/XMLSchema}long"; minOccurs="0"/>
         <element name="State" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}EngagementState"/>
         <element name="RequestSource" type="{urn:messages.uq.chat.ws.rightnow.com/v1_1}RequestSource"/>
         <element name="IncidentID" type="{urn:messages.common.chat.ws.rightnow.com/v1_1}ID" minOccurs="0"/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
Required Fields: All fields in the TransactionRequest object must be included-
 
<complexType name="TransactionRequest">
   <complexContent>
     <restriction base="{http://www.w3.org/2001/XMLSchema}anyType";>
       <sequence>
         <element name="Timestamp" type="{http://www.w3.org/2001/XMLSchema}dateTime";/>
         <element name="TransactionID" type="{http://www.w3.org/2001/XMLSchema}unsignedLong";/>
         <element name="SiteName" type="{http://www.w3.org/2001/XMLSchema}string";/>
       </sequence>
     </restriction>
   </complexContent>
 </complexType>
 
NOTE: If the QueueID is not specified in the request, the default value of 0 will be used.  If the AgentClientID is not specified in the request, the default value of 0 will be used. 
 
Faults: ServerErrorFault, InvalidURLFault, UnexpectedErrorFault, RequestErrorFault
 
For more information about the Third Party Queue API, please refer to the documentation here in Answer ID 5169: Technical Documentation and Sample Code
 

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