channel.unparked.v1

Description

This type of event indicates that a channel has been unparked from a parked state. An agent might have parked a less urgent interaction to focus on a more urgent interaction. When they have completed their work they would then unpark the original interaction in order to continue working on it. A channel.unparked event will occur for both the agent and customer channel when the agent unparks the interaction.

Notifications will be sent at the moment the parked phase of the channel lifecycle ends. The channel will then move back to a connected phase.

Example

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

{
   "specversion":"1.0",
   "type":"channel.unparked.v1",
   "id":"2aRfl3XC2mI3ORCLCUyHvI1JcZg",
   "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.unparked.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 unparked.
• 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 unparked.

    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 unparked.
    • 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 unparked. 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.