Tuesday, August 13, 2013

Placing Outbound Chat Request in a Queue

When an outbound chat request is placed with Queue Manager then the specified Queue will check for presence of the customer/seeker for which the request is placed. And if the seeker appears to be available then Queue initiates an IM session with them. After the session is started seeker receives a welcome message and subsequently a free agent is located to assist seeker.

To place a outbound chat request a JSON request is to be sent to Queue Manager.

JSON request looks like the following snippet:

{"CRM":[
{"key":"webVistor","value":"false"},
{"key":"First_Name","value":"John"},
{"key":"Last_Name","value":"Doe"},
{"key":"STID","value":"CN=John Doe/OU=BIZ"},
{"key":"SametimeName","value":"John Doe"},
{"key":"QueueID","value":"Sales Support"},
{"key":"OutBoundRequest","value":"true"},
{"key":"Question","value":"Need help in resetting my password"}]}


JSON request contains following details:

1. Seeker First Name
2. Seeker Last Name
3. Seeker Sametime Id - Typically their email address or Active Directory Id
4. Seeker Display Name
5. Queue ID - Queue which should reach out to seeker
6. Seeker Query - Initial Query/Question for which Queue should reach out to seeker


JSON request should be submitted as a GET request to:
http://<<SERVER>>/ITFramework/servlet/CRMServlet?datajson=<<JSON_REQUEST>>

After the request is submitted to server, server will return response as "SUCCESS" if a request was successfully submitted. In case of an error, error message will be returned by the server.

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