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.
