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Query Media Type

This Telephony tool determines an interaction's media type, such as telephone calls or chat sessions. Use this tool as a branch point for processing different types of interactions. Each supported media type has an associated exit path.

Inputs

Call Identifier

The identifier for the call you want to query.

Exit Paths

Telephone

If the call type is a telephone call, this tool takes the Telephone exit path.

Callback

If the call type is a callback, this tool takes the Callback exit path.

Chat

If the call type is a chat session, this tool takes the Chat exit path.

Web Collaboration

If the call type is a Web Collaboration session, this tool takes the Web Collaboration exit path.

Web

If the call type is a web session, this tool takes the Web exit path.

Generic Object

If the call type is a generic object, this tool takes the Generic Object exit path.

Email

If the call type is an email, this tool takes the Email exit path.

Monitor Object

If the call type is a monitor object, this tool takes the Monitor Object exit path.

Recorder Object

If the call type is a Recorder object, this tool takes the Recorder Object exit path.

SMS

If the interaction type is an SMS session, this tool takes the SMS exit path.

Conference

If the interaction is a conference call, this tool takes the Conference exit path.

Work Flow Work Item

If the interaction is a work item, the tool takes the Work Flow Work Item exit path.

Social Conversation

If the interaction is a social media conversation, then the tool takes the Social Media Conversation exit path.

Social Direct Message

If the interaction is a social media direct message, then the tool takes the Social Direct Message exit path.

Invalid

If the call identifier is no longer valid (because the call is no longer in the CIC), this tool takes the Invalid exit path.