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Incoming

This event is dispatches from bus 🚌 each time an incoming call is received.

You could receive multiple types of incoming call:

External Call​

When an external customer is reaching out to you, you shall receive the following event:

{
  "type": "DIALER.INCOMING",
  "payload": {
    "from": "PhoneNumber!",
    "to": "PhoneNumber!",
    "callUuid": "CallSid!",
    "type": "external"
  }
}

Internal Call​

An internal call is performed by a teammate to a teammate, in this case, you shall receive:

{
  "type": "DIALER.INCOMING",
  "payload": {
    "from": "ClientId!",
    "to": "ClientId!",
    "callUuid": "CallSid!",
    "type": "internal"
  }
}

The from would be your teammate id in this format client:${agentId} the to would be your agent id in this format client:${agentId}

Cold transfer​

When a teammate performs a Cold transfer to you, you shall receive:

{
  "type": "DIALER.INCOMING",
  "payload": {
    "from": "PhoneNumber!",
    "to": "ClientId!",
    "transferer": "ClientId!",
    "callUuid": "CallSid!",
    "type": "cold-transfer"
  }
}

The from would be the client whom your teammate was talking to. the to would be your agent id in this format client:${agentId} the transferer would be your teammate id in this format client:${agentId}

Rollback transfer​

In case, you hard or soft decline a cold transfer, the call will be rollback to the initial initiater, and your teammate would receive the following event:

{
  "type": "DIALER.INCOMING",
  "payload": {
    "from": "PhoneNumber",
    "to": "ClientId",
    "callUuid": "CallSid",
    "type": "rollback-transfer"
  }
}

The from would be the client whom your teammate was talking to. the to would be your agent id in this format client:${agentId}

Warm transfer​

In case your teammate initiate a warm transfer with you, you shall receive:

{
  "type": "DIALER.INCOMING",
  "payload": {
    "from": "ClientId",
    "to": "ClientId",
    "external": "PhoneNumber",
    "type": "warm-transfer",
    "callUuid": "CallSid"
  }
}

The from would be your teammate id in this format client:${agentId} the to would be your agent id in this format client:${agentId} The external would be the client whom your teammate was talking to.