Service Cloud Voice Aura Toolkit API Telephony Events

Make your components context-aware by listening to events that take place during phone calls.

The following telephony events are available.

Event Name	Description
AUDIO_STATS	Sent during a call, publishing real-time WebRTC audio statistics every 30 seconds.
CALL_STARTED	Sent when the call starts.
CALL_CONNECTED	Sent when the call connects.
CALL_ENDED	Sent when the call ends.
HOLD	Sent when the call is put on hold.
RESUME	Sent when the call resumes after hold.
MUTE	Sent when the call is muted.
UNMUTE	Sent when the call is unmuted.
PARTICIPANT_ADDED	Sent when a participant is added to the call.
PARTICIPANT_REMOVED	Sent when a participant is removed from the call.
CONFERENCE	Sent when participants on a three-way call are all taken off hold.
SWAP	Sent when participants on a three-way call have their hold status swapped.
PAUSE_RECORDING	Sent when the rep pauses call recording.
RESUME_RECORDING	Sent when the rep resumes call recording.
WRAP_UP_ENDED	Sent when the rep exits after call work status.

To subscribe to these events, add a telephony event listener for each event you want to listen to.

1// Subscribe
2cmp.find('voiceToolkitApi')
3   .addTelephonyEventListener('CALL_STARTED', telephonyEventListenerFunc);
4
5// Unsubscribe
6cmp.find('voiceToolkitApi')
7   .removeTelephonyEventListener('CALL_STARTED', telephonyEventListenerFunc);

When an event occurs, you receive a JSON payload that contains the event type, along with any relevant data. For instance, the CALL_STARTED event contains this payload.

1{
2  "type": "CALL_STARTED",
3  "detail": {
4    "callId": "d7a9f1b7-fc17-43fe-8ca7-e584a2b34792",
5    "callType": "outbound",
6    "participant": "+1 (415) 999-0000"
7  }
8}

All payloads contain some basic information, such as the event type (type) and a unique call identifier (callId). Events can contain additional values within the detail object. Refer to the table for all the possible properties that can appear within the detail object of the payload.

Event Name	Payload “detail” Properties
AUDIO_STATS	`callId` (string): Unique ID of the voice call within the telephony system. For example, if the telephony system is Amazon Connect, this value is the contact ID. `stats` (string): Media type. Possible values are: “inputChannelStats” and “outputChannelStats”. `packetsLost` (int): Number of packets lost during transmission. `packetsCount` (int): Number of packets transmitted. `jitterBufferMillis` (int): Time it took to buffer incoming packets, measured in milliseconds. `roundTripTimeMillis` (int): Time it took for the packet to travel to and from the receiver, measured in milliseconds. `statsCount` (int): Number of times the statistics have been collected or reported. For internal use only.
CALL_STARTED	`callId` (string): Unique call identifier value. `callType` (string): "inbound" or "outbound". `participant` (string): Phone number.
CALL_CONNECTED	`callId` (string): Unique call identifier value. `callType` (string): "inbound" or "outbound". `participant` (string): Phone number. `callAttributes` (object): additional call attributes provided by the telephony provider For example: `1{ 2 "type": "CALL_CONNECTED", 3 "detail": { 4 "callId": "4ba06a63-f1d3-44b6-a9ff-f57143a37c1", 5 "callType": "outbound", 6 "participant": "+1 (90 274-0615", 7 "callAttributes":{ 8 "isTranscribed": "true", 9 "languageCode": "en-US" 10 } 11 } 12}` The structure of the `callAttributes` varies depending on the telephony provider. Not all values of `callAttributes` have the properties shown in the example.
CALL_ENDED	`callId` (string): Unique call identifier value.
HOLD	`callId` (string): Unique call identifier value. `participant` (string): Phone number or Amazon Quick Connect name.
RESUME	`callId` (string): Unique call identifier value. `participant` (string): Phone number or Amazon Quick Connect name.
MUTE	`callId` (string): Unique call identifier value.
UNMUTE	`callId` (string): Unique call identifier value.
PARTICIPANT_ADDED	`callId` (string): Unique call identifier value. `participant` (string): Phone number or Amazon Quick Connect name.
PARTICIPANT_REMOVED	`callId` (string): Unique call identifier value. `participant` (string): Phone number or Amazon Quick Connect name
CONFERENCE	`callId` (string): Unique call identifier value .
SWAP	`callId` (string): Unique call identifier value.
PAUSE_RECORDING	`callId` (string): Unique call identifier value.
RESUME_RECORDING	`callId` (string): Unique call identifier value.
WRAP_UP_ENDED	`callId` (string): Unique call identifier value .

Payloads may contain other system-generated information.

Service Cloud Voice Implementation Guide

Service Cloud Voice Aura Toolkit API Telephony Events