channel.held.v1

Description

This type of event indicates that a connected channel has been put on hold. During a phone call, an agent might put a customer on hold while consulting with a colleague, for example. During this period the customer would listen to hold music rather than being able to communicate with the agent. A channel.held event would occur at the point that the agent puts the customer on hold.

A notification will be sent at the moment the held phase of the channel lifecycle begins. The held phase will continue until a channel.retrieved event occurs.

Example

Here is an example of a channel.held.v1 notification:

{
   "specversion":"1.0",
   "type":"channel.held.v1",
   "id":"2VejGqWZPqHXHVNcfUPUO8IASAp",
   "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.held.v1. 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 channel was placed on hold.
• 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 placed on 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 placed on 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 placed on 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 ID for the party if they are an agent or monitor role.
      • userId — The ID for the user.