Overview of Interaction APIs

Interaction API facilitate communication between the toolbar and Oracle Fusion Service during an interaction.

The API triggers customer identification by using reverse lookup, screen pop and user-defined tokens. All methods of the interaction API have a channel for which they make the call as a parameter. You configure the channels with Functional Setup Manager. For a list of provided channel names, see Channel Type Data. The following table lists the Interaction API methods.

Method	Usage
newCommEvent	Notifies the application that the toolbar has received a new CommEvent. This means that new communication has been assigned to or was initiated by the current agent. This call is mandatory.
startCommEvent	Notifies the application that the toolbar has started a CommEvent, where an agent has accepted the event.
closeCommEvent	Notifies the application that the toolbar has closed the CommEvent. This call is mandatory.
transferCommEvent	Called by the toolbar to inform the application that a transfer of the communication has been initiated.
upgradeCommEvent	Notifies the application that a new channel was added to an existing engagement. For instance, an agent is engaged with a customer and decides to start a video conference with the customer.
downgradeCommEvent	Notifies the application that a channel was removed from an existing engagement. For instance, an agent is engaged with a customer disconnects the video conference. Note that if a closeCommEvent is received for the initial or primary channel of communication it's assumed that any attached communications are disconnected as well.
getCustomerData	Retrieves customer or related data.