An event represents a change during the routing of an Avaya Experience Platform™ Public Cloud interaction. Each event has a schema that contains data that the workflows use to make routing decisions.
The Event Catalog is a central repository for all routing events in Avaya Experience Platform™ Public Cloud. Events are grouped by families. A family consists of one or multiple events. Avaya Experience Platform™ Public Cloud predefines a set of read-only default events in the OneCloud family. The default events are the following:
Event name
Description
OneCloud - ENGAGEMENT_PREROUTED
Generated when an interaction underwent pre-routing procedures. The event contains the data collected during pre-routing, such as attributes. Based on the collected data, Orchestration initiates a workflow instance.
OneCloud - EMERGENCY_CALL_INITIATED
Generated when an agent performs an emergency call from the contact center. For the event, Orchestration initiates a OneCloud Emergency notification workflow instance.
OneCloud - EXTERNAL_PARTICIPANT_REMOVED
Generated when the customer disconnects.
OneCloud - SPONTANEOUS_ENGAGEMENT_ERROR
Generated when a serious error condition occurs. For example, a serious error condition occurs if a matching service is unavailable when required.
OneCloud - OUTBOUND_ENGAGEMENT_ESTABLISHED
Generated when an agent makes an outbound call to an external phone number.
You can add new events to the catalog and manage them in the Orchestration Manager interface.
Avaya Experience Platform™ Public Cloud supports versioning of events.
