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Appendix A: CTI Flow Sources and Events

The following sources are defined in the adapter for use with CTI Scripts:

  • Initialization

    • onInit -- The CTI adapter has initialized.

  • Amazon Connect Agent

    • onRefresh -- The Connect agent's data was updated.

    • onStateChange -- The Connect agent's state changed.

    • onRoutable -- The Connect agent became available for contacts.

    • onNotRoutable -- The Connect agent became unavailable for contacts.

    • onOffline -- The Connect agent's state was set to "Offline".

    • onError -- The Connect agent encountered a system error.

    • onAfterCallWork -- The Connect agent entered "After Call Work".

    • onInit -- The Connect agent has logged in.

  • Amazon Connect Voice Contact

    • onIncoming -- The voice contact is incoming. Note: This event fires for queued callback contact only.

    • onConnecting -- The voice contact is connecting. Note. This event fires for inbound and outbound contacts except queued callback contacts.

    • onConnected -- The voice contact is connected.

    • onEnded -- The voice contact is ended or destroyed.

    • onRefresh -- The voice contact is updated.

    • onAccepted -- A voice contact is accepted.

    • onPending -- The voice contact is pending.

    • onMissed -- The voice contact is / was missed.

    • onDestroy - The voice contact is destroyed.

  • Amazon Connect Chat Contact

    • onConnecting -- The chat contact is connecting.

    • onConnected -- The chat contact is connected.

    • onEnded -- The chat contact ended.

    • onRefresh -- The chat contact is updated.

    • onAccepted -- The chat contact is accepted.

    • onPending -- The chat contact is pending.

    • onMessageReceived -- A message was received from the customer

    • onMessageSent -- A message was sent to the customer

    • onMissed -- The chat contact was missed.

    • onDestroy - The voice contact is destroyed.

  • Amazon Connect Task Contact

    • onIncoming -- The tasks contact is incoming.

    • onConnecting -- The task contact is connecting.

    • onConnected -- The task contact is connected.

    • onEnded -- The task contact ended.

    • onRefresh -- The task contact is updated.

    • onAccepted -- The task contact is accepted.

    • onPending -- The voice contact is pending.

    • onMissed -- The task contact was missed.

    • onDestroy - The voice contact is destroyed.

    • onTransferInitiated -- When the server has initiated the task transfer.

    • onTransferSucceeded -- When the task transfer has succeeded.

    • onTransferFailed -- When the task transfer has failed.

    • onTaskExpiring -- Triggers 2 hours before the task expires.

    • onTaskExpired -- When the task has expired.

  • Salesforce Agent

    • onStateChange -- The Salesforce agent's state changed.

    • onWorkAccepted -- The Salesforce agent accepted work.

    • onWorkloadChanged -- The Salesforce agent's workload changed.

  • Salesforce UI

    • onClickToDial -- A phone number, within the Salesforce UI, was clicked.

    • onNavigationChange

    • onHvsWorkStart