Avaya Workspaces Widget Development

Guide

Release 3.8.0
July 2021

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THE LIMITATIONS SPECIFIED IN THIS 2 (License Grant), Section 5 (Confidentiality) or
SECTION WILL APPLY EVEN IF ANY LIMITED Section 12 (Compliance with Laws). Avaya may also
REMEDY PROVIDED IN THIS AGREEMENT IS terminate this Agreement immediately by giving
FOUND TO HAVE FAILED OF ITS ESSENTIAL written notice if a Change In Control should occur or
PURPOSE. if Licensee becomes insolvent, or voluntary or
involuntary proceedings by or against Licensee are
9.0 INDEMNIFICATION. instituted in bankruptcy or under any insolvency law,
or a receiver or custodian is appointed for Licensee,
Licensee shall indemnify and hold harmless Avaya, or proceedings are instituted by or against Licensee
Affiliates and their respective officers, directors, for corporate reorganization or the dissolution of
agents, suppliers, customers and employees Licensee, which proceedings, if involuntary, have not
“Indemnified Parties”) from and against all claims, been dismissed within thirty (30) days after the date
demand, suit, actions or proceedings (“Claims”) and of filing, or Licensee makes an assignment for the
damages, losses, liabilities, costs, expenses, and fees benefit of its creditors, or substantially all of the
(including fees of attorneys and other professionals) assets of Licensee are seized or attached and not
(“Damages”) based upon an allegation pertaining to released within sixty (60) days thereafter, or if
wrongful use, misappropriation, or infringement of a Licensee has ceased or threatened to cease to do
third party’s Intellectual Property right arising from business in the regular course.
or relating to Licensee’s use of the SDK, alone or in
combination with other software, such as operating 10.4 Upon termination or earlier termination of this
systems and codecs, and the, direct or indirect, use, Agreement, Licensee will immediately cease a) all
distribution or sale of any software, Derivative Works uses of the Confidential Information; b) Licensee
or other products (including but not limited to agrees to destroy all adaptations or copies of the
applications, interfaces, and application programming Confidential Information stored in any tangible
interfaces) developed utilizing the SDK. medium including any document or work containing
or derived (in whole or in part) from the Confidential
Licensee shall defend, indemnify and hold harmless Information, and certify its destruction to Avaya upon
the Indemnified Parties from and against all Claims termination of this License. Licensee will promptly
and Damages arising out of or related to: (i) personal cease use of, distribution and sales of Licensee
injury (including death); (ii) damage to any person or products that embody any such Confidential
tangible property caused, or alleged to be caused by Information, and destroy all Confidential Information

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belonging to Avaya as well as any materials that best accomplish the objectives of the original
embody any such Confidential Information. All provision within the limits of applicable law.
licenses granted will terminate.
15.0 GOVERNING LAW AND DISPUTE
10.5 The rights and obligations of the parties RESOLUTION.
contained in Sections 2.3, 2.6, 2.7, 2.10, 2.11, 2.12, 3,
and 5 through 18 shall survive any expiration or 15.1 Governing Law. This Agreement and any
termination of this Agreement. dispute, claim or controversy arising out of or
relating to this Agreement (“Dispute”), including
11.0 ASSIGNMENT. without limitation the formation, interpretation,
breach or termination of this Agreement, or any issue
Avaya may assign all or any part of its rights and regarding whether a Dispute is subject to arbitration
obligations hereunder. Licensee may not assign this under this Agreement, will be governed by New York
Agreement or any interest or rights granted hereunder State laws, excluding conflict of law principles, and
to any third party without the prior written consent of the United Nations Convention on Contracts for the
Avaya. The term "assign" includes, but is not limited International Sale of Goods.
to, any transaction in which there is a Change In
Control or reorganization of Licensee pursuant to a 15.2 Dispute Resolution. Any Dispute will be
merger, sale of assets or stock. This Agreement shall resolved in accordance with the provisions of this
terminate immediately upon occurrence of any Section 15. The disputing party shall give the other
prohibited assignment. party written notice of the Dispute in accordance with
the notice provision of this Agreement. The parties
12.0 COMPLIANCE WITH LAWS. will attempt in good faith to resolve each controversy
or claim within 30 days, or such other longer period
Licensee shall comply with all applicable laws and as the parties may mutually agree, following the
regulations, including without limitation those delivery of such notice, by negotiations between
applicable to data privacy, intellectual property, trade
designated representatives of the parties who have
secret, fraud, music performance rights and the
dispute resolution authority.
export or re-export of technology and will not export
or re-export the SDK or any other technical 15.3 Arbitration of Non-US Disputes. If a Dispute
information provided under this Agreement in any that arose anywhere other than in the United States or
form in violation of the export control laws of the
is based upon an alleged breach committed anywhere
United States of America and of any other applicable
other than in the United States cannot be settled
country. For more information on such export laws
and regulations, Licensee may refer to the resources under the procedures and within the timeframe set
provided in the websites maintained by the U.S. forth in Section 15.2, it will be conclusively
Commerce Department, the U.S. State Department determined upon request of either party by a final and
and the U.S. Office of Foreign Assets Control. binding arbitration proceeding to be held in
accordance with the Rules of Arbitration of the
13.0 WAIVER. International Chamber of Commerce by a single
arbitrator appointed by the parties or (failing
The failure to assert any rights under this Agreement, agreement) by an arbitrator appointed by the
including, but not limited to, the right to terminate in President of the International Chamber of Commerce
the event of breach or default, will not be deemed to (from time to time), except that if the aggregate
constitute a waiver of the right to enforce each and claims, cross claims and counterclaims by any one
every provision of this Agreement in accordance with party against the other party exceed One Million US
their terms. Dollars at the time all claims, including cross claims
and counterclaims are filed, the proceeding will be
14.0 SEVERABILITY. held in accordance with the Rules of Arbitration of
the International Chamber of Commerce by a panel
If any provision of this Agreement is determined to of three arbitrator(s) appointed in accordance with the
be unenforceable or invalid, this Agreement will not Rules of Arbitration of the International Chamber of
be rendered unenforceable or invalid as a whole, and Commerce. The arbitration will be conducted in the
the provision will be changed and interpreted so as to
____________________________________________________________________________________
Avaya Inc. Proprietary
English language, at a location agreed by the parties order, and no bond or security of any kind will be
or (failing agreement) ordered by the arbitrator(s). required with respect to any such injunction or order.
The arbitrator(s) will have authority only to award
compensatory damages within the scope of the 15.6 Time Limit. Actions on Disputes between the
limitations of Section 8 and will not award punitive parties must be brought in accordance with this
or exemplary damages. The arbitrator(s) will not have Section within 2 years after the cause of action arises.
the authority to limit, expand or otherwise modify the
terms of this Agreement. The ruling by the 16.0 IMPORT/EXPORT CONTROL.
arbitrator(s)) will be final and binding on the parties
and may be entered in any court having jurisdiction Licensee is advised that the SDK is of U.S. origin and
over the parties or any of their assets. The parties will subject to the U.S. Export Administration
evenly split the cost of the arbitrator(s)’ fees, but Regulations (“EAR”). The SDK also may be subject
Avaya and Customer will each bear its own attorneys' to applicable local country import/export laws and
regulations. Diversion contrary to U.S. and/or
fees and other costs associated with the arbitration.
applicable local country law and/or regulation is
The parties, their representatives, other participants prohibited. Licensee agrees not to directly or
and the arbitrator(s) will hold the existence, content indirectly export, re-export, import, download, or
and results of the arbitration in strict confidence to transmit the SDK to any country, end user or for any
the fullest extent permitted by law. Any disclosure of use that is contrary to applicable U.S. and/or local
the existence, content and results of the arbitration country regulation or statute (including but not
will be as limited and narrowed as required to comply limited to those countries embargoed by the U.S.
with the applicable law. By way of illustration, if the government). Licensee represents that any
applicable law mandates the disclosure of the governmental agency has not issued sanctions against
monetary amount of an arbitration award only, the Licensee or otherwise suspended, revoked or denied
underlying opinion or rationale for that award may Licensee's import/export privileges. Licensee agrees
not be disclosed. not to use or transfer the SDK for any use relating to
nuclear, chemical or biological weapons, or missile
15.4 Choice of Forum for US Disputes. If a Dispute technology, unless authorized by the U.S. and/or any
by one party against the other that arose in the United applicable local government by regulation or specific
States or is based upon an alleged breach committed written license. Additionally, Licensee is advised that
in the United States cannot be settled under the the SDK may contain encryption algorithm or source
code that may not be exported to government or
procedures and within the timeframe set forth in
military end users without a license issued by the
Section 15.2, then either party may bring an action or
U.S. Bureau of Industry and Security and any other
proceeding solely in either the Supreme Court of the country’s governmental agencies, where applicable.
State of New York, New York County, or the United
States District Court for the Southern District of New
17.0 AGREEMENT IN ENGLISH.
York. Except as otherwise stated in Section 15.3 each
party consents to the exclusive jurisdiction of those
The parties confirm that it is their wish that the
courts, including their appellate courts, for the Agreement, as well as all other documents relating
purpose of all actions and proceedings arising out of hereto, including all notices, have been and shall be
or relating to this Agreement. drawn up in the English language only. Les parties
aux présentes confirment leur volonté que cette
convention, de même que tous les documents, y
compris tout avis, qui s'y rattachent, soient rédigés en
15.5 Injunctive Relief. Nothing in this Agreement
langue anglaise.
will be construed to preclude either party from
seeking provisional remedies, including, but not
18.0 ENTIRE AGREEMENT.
limited to, temporary restraining orders and
preliminary injunctions from any court of competent
This Agreement, its exhibits, schedules and other
jurisdiction in order to protect its rights, including its
agreements or documents referenced herein,
rights pending arbitration, at any time. The parties
constitute the full and complete understanding and
agree that the arbitration provision in Section 15.3 agreement between the parties and supersede all
may be enforced by injunction or other equitable contemporaneous and prior understandings,
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agreements and representations relating to the subject
matter hereof. No modifications, alterations or
amendments shall be effective unless in writing
signed by both parties to this Agreement.

19. REDISTRIBUTABLE CLIENT FILES.

The list of SDK client files that can be redistributed, if

any, are in the SDK in a file called [Link].

Schedule 1 to Avaya SDK License Agreement

Third Party Notices

1. CODECS: WITH RESPECT TO ANY CODECS IN

THE SDK, YOU ACKNOWLEDGE AND AGREE YOU ARE
RESPONSIBLE FOR ANY AND ALL RELATED FEES
AND/OR ROYALTIES, IF ANY. IT IS YOUR
RESPONSIBILITY TO CHECK.
THE H.264 (AVC) CODEC IS LICENSED UNDER THE
AVC PATENT PORTFOLIO LICENSE FOR THE
PERSONAL USE OF A CONSUMER OR OTHER USES IN
WHICH IT DOES NOT RECEIVE REMUNERATION TO:
(I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC
STANDARD ("AVC VIDEO") AND/OR (II) DECODE AVC
VIDEO THAT WAS ENCODED BY A CONSUMER
ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS
OBTAINED FROM A VIDEO PROVIDER LICENSED TO
PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR
SHALL BE IMPLIED FOR ANY OTHER USE.
ADDITIONAL INFORMATION FOR THE H.264 (AVC)
CODEC MAY BE OBTAINED FROM MPEG LA, L.L.C.
SEE HTTP://[Link].

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Avaya Inc. Proprietary
 Contents

Chapter 1: Introduction ..........................................................................................................18

Purpose .................................................................................................................................18
Change History......................................................................................................................18
Chapter 2: Widget Development ............................................................................................23
Overview ...............................................................................................................................23
Requirements and Limitations ............................................................................................23
Sample Project ..................................................................................................................24
Sample Library ...................................................................................................................25
Capabilities ........................................................................................................................26
Installing the Required Software ............................................................................................27
Creating a Widget ..................................................................................................................27
Building a Widget ..................................................................................................................28
Importing Widgets .................................................................................................................28
Clearing Bundle Folder ..........................................................................................................28
Installing Sample Library .......................................................................................................29
Chapter 3: Using Widgets.......................................................................................................30
Requirements for Test Web Servers ......................................................................................30
Requirements for Production Web Servers ............................................................................30
Hosting the Sample Widget Library .......................................................................................30
Configuring the Widget Library URL ......................................................................................31
AACC.................................................................................................................................31
Oceana & Elite ...................................................................................................................32
Chapter 4: Web Component Widgets ....................................................................................33
Building a Web Component ...................................................................................................33
Configuring Web Component’s JSON ...................................................................................34
Using CSS styles ...................................................................................................................34
Chapter 5: Widget Communication........................................................................................35
Unicast Widget Communication .............................................................................................35
Multicast Widget Communication...........................................................................................36
Accessing External CRM Systems ........................................................................................37
Chapter 6: Widget Localization ..............................................................................................38
Localization Workflow ............................................................................................................38

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 Annotating Strings .................................................................................................................38
Extracting Strings ..................................................................................................................40
Translating Strings.................................................................................................................41
Compiling Translations ..........................................................................................................41
Embedding Translations ........................................................................................................42
Implementing Right-to-Left Support .......................................................................................42
In Stylesheets ....................................................................................................................42
In JavaScript code .............................................................................................................43
Appendix I: Widget API Methods ...........................................................................................44
Constructor ............................................................................................................................44
onDataEvent(event, callback) ................................................................................................44
sendMessage(data, id) ..........................................................................................................45
sendNotification(level, message) ...........................................................................................45
getConfiguration() ..................................................................................................................45
getInteractionId() ...................................................................................................................48
getWorkCardCount() .............................................................................................................49
getInteractionData() ...............................................................................................................49
sendChatMessage(message) ................................................................................................49
validateRichMedia(media, richMediaType) ............................................................................50
sendRichMedia(media, richMediaType).................................................................................50
"text" richMessageType .....................................................................................................51
"image" richMessageType .................................................................................................51
"carousel" richMessageType ..............................................................................................51
"location" richMessageType ...............................................................................................52
"postback" richMessageType .............................................................................................52
Actions ...............................................................................................................................52
'postback' action.................................................................................................................53
'reply' action .......................................................................................................................53
'link' action .........................................................................................................................54
'locationRequest' action .....................................................................................................54
sendEmailMessage(emailData) .............................................................................................54
removeEmailAttachment(attachment) ....................................................................................55
reportChatTyping() ................................................................................................................55
startVoiceInteraction(address) ...............................................................................................56
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 acceptInteraction() .................................................................................................................56
holdInteraction() ....................................................................................................................56
unholdInteraction().................................................................................................................57
endInteraction() .....................................................................................................................57
singleStepTransfer(address) .................................................................................................57
consult(address, uui) .............................................................................................................57
endConsult() ..........................................................................................................................58
completeTransfer() ................................................................................................................58
completeConference() ...........................................................................................................58
getCapabilities() ....................................................................................................................59
setTransferToServicesList .....................................................................................................59
getDispositionCodes(channelType) .......................................................................................60
setDispositionCode(code)......................................................................................................60
getWorkCodes(channelType) ................................................................................................61
setWorkCode(code)...............................................................................................................62
getNotReadyReasonCodes() .................................................................................................62
getAdditionalWorkCodes() .....................................................................................................62
sendDTMF(digit)....................................................................................................................63
insertMessageIntoResponseArea(message) .........................................................................63
insertContentIntoEmailBody(encoding, content, subject) .......................................................64
createCustomCard(data) .......................................................................................................64
updateCustomCard(data) ......................................................................................................72
deleteCustomCard(data) .......................................................................................................76
createCustomStatePanel(data)..............................................................................................76
updateCustomStatePanel(data).............................................................................................78
deleteCustomStatePanel().....................................................................................................79
updateMenuItems(data, id) ....................................................................................................80
searchEnterpriseDirectory(text) .............................................................................................81
isEnterpriseContactsServiceAvailable() .................................................................................82
unregister ..............................................................................................................................82
startWork() ............................................................................................................................82
startWorkNotReady() .............................................................................................................82
setAgentReady() ...................................................................................................................83
setAgentACW() .....................................................................................................................83
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 finishWork() ...........................................................................................................................83
additionalWork(code).............................................................................................................83
setAgentNotReady(code) ......................................................................................................84
bidi(element)..........................................................................................................................84
forceReload().........................................................................................................................84
setFocus(interactionId) ..........................................................................................................84
getOverrideUrl().....................................................................................................................85
Appendix II: Widget API Events .............................................................................................86
onInteractionEvent.................................................................................................................86
onChannelStatusUpdateEvent ..............................................................................................87
onUserTypingEvent ...............................................................................................................87
onFileUploadEvent ................................................................................................................88
onEmailAttachmentUploadEvent ...........................................................................................89
onFileTransferInitiatedEvent ..................................................................................................90
onFileTransferCompleteEvent ...............................................................................................91
onInteractionEndedEvent ......................................................................................................93
onCRMDataEvent .................................................................................................................94
onContextDataEvent .............................................................................................................98
onMediaEvent .....................................................................................................................102
onMediaMessageEvent .......................................................................................................104
onPagePushUrlEvent ..........................................................................................................105
onAgentStateEvent..............................................................................................................106
onNavigationEvent ..............................................................................................................106
onLocaleUpdatedEvent .......................................................................................................107
onBeforeTextDirectionChangedEvent..................................................................................107
onStylesheetsReadyEvent...................................................................................................108
onObserveEvent..................................................................................................................108
onCapabilitiesEvent .............................................................................................................108
onRequestServicesEvent ....................................................................................................109
onMessageEvent .................................................................................................................109
onTeamMemberEvent .........................................................................................................109
onEnterpriseContactsReceivedEvent ..................................................................................113
onEnterpriseServiceAvailableEvent .....................................................................................114
onEnterpriseServiceUnavailableEvent .................................................................................114
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 onCustomCardDeletedEvent ...............................................................................................114
onCardFocusedEvent ..........................................................................................................115
onSSOTokenRefreshEvent .................................................................................................115
Appendix III: Examples .........................................................................................................116
Hello World Widget ..............................................................................................................116
Web Component Widget .....................................................................................................117
Prompted Digits ...................................................................................................................120

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Chapter 1: Introduction

Purpose
This document describes how to create widgets for Avaya Workspaces and is applicable for
3.8.0 and 3.8.1 releases.

Intended audience
This document is intended for developers creating and hosting widgets for Avaya Workspaces.

Change history
Release Summary of changes
• Added the following Widget API methods:
o validateRichMedia
o sendRichMedia
• Added a new widgetId property to the custom card object
Release [Link] passed to the createCustomCard and
updateCustomCard methods
• Added a new custom-suggested-phrases sample widget to
demonstrate how an Agent can manage their own custom
suggested phrases.
• Added the following property to the button object returned by
createCustomCard or updateCustomCard method:
o customCardId
• Added the following Widget API methods:
o bidi
o setFocus
o getWorkCardCount
o getOverrideUrl
Release [Link]
• Added the following Widget API events:
o onBeforeTextDirectionChangedEvent
o onStylesheetsReadyEvent
o onCustomCardDeletedEvent
o onCardFocusedEvent
o onSSOTokenRefreshEvent
• Added a new disableDefaultTabActivation property
to the custom card object passed to the
createCustomCard method.

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 Release Summary of changes
• Added a new isTimerDisabled property to the custom
card object passed to the createCustomCard method.
• Added a new overrideUrl property to the Widget
Configuration. This is set by an Administrator through the
Widget Manager.
• Added a new largeButtonsEnabled property to the
custom card object passed to the createCustomCard
method.
Note: The widget must have been built in Workspaces 3.7 or
later in order for the override library URL to work.
• Added the following Widget API methods:
o sendEmailMessage
Release [Link] o removeEmailAttachment
• Added the following Widget API events:
o onEmailAttachmentUploadEvent
• Added a new timeout property to the custom card object
passed to the createCustomCard method.
• Removed the following deprecated events:
o onCapabilitiesChangedEvent
o onMediaDataEvent
• Removed deprecated getCanStartVoiceInteraction
method.
• Added the following Widget API methods:
o updateMenuItems
o sendChatMessage
o reportChatTyping
o getInteractionData
• Added the following Widget API events:
Release [Link] o onUserTypingEvent
o onFileUploadEvent
o onFileTransferInitiatedEvent
o onFileTransferCompleteEvent
• Renamed isBeingObserved property passed within
onInteractionEvent and
onInteractionEndedEvent to isObserved.
• Extended onContextDataEvent with
clientValidation data specifying max characters
allowed when sending messages for Chat, SMS or Social
interactions.
• Added a new positionIndex property to the custom card
object passed to the createCustomCard and
updateCustomCard methods.
• Added the agent capabilities to the data passed in the
Release [Link] [onAgentStateChangeEvent]
• Added the following Widget API methods:
o createCustomCard
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 Release Summary of changes
o updateCustomCard
o deleteCustomCard
o searchEnterpriseDirectory
o isEnterpriseContactsServiceAvailable
o getNotReadyReasonCodes
o getAdditionalWorkCodes
o startWork
o startWorkNotReady
o setAgentReady
o setAgentACW
o finishWork
o additionalWork
o setAgentNotReady
• Added the following Widget API events:
o onEnterpriseContactsReceivedEvent
o onEnterpriseServiceAvailableEvent
o onEnterpriseServiceUnavailableEvent
o onInteractionEndedEvent
• Added onPagePushUrlEvent to Widget API events. This
was originally added as a [Link] hotfix but was also ported
forward to [Link].
• Added the following Widget API methods:
o insertMessageIntoResponseArea
o insertContentIntoEmailBody
• Added the following new capabilities to the data passed in
the onCapabilitiesEvent or the data returned by the
getCapabilities method:
Release [Link] o canSendMessage
• Added a new push-suggested-responses sample widget to
demonstrate usage of the
insertMessageIntoResponseArea and
insertContentIntoEmailBody methods.
• Added onPagePushUrlEvent to Widget API events.
• Added the following Widget API methods:
o getDispositionCodes
o setDispositionCode
o getWorkCodes
o setWorkCode
Release [Link] o sendDTMF
• Added the following new capabilities to the data passed in
the onCapabilitiesEvent or the data returned by the
getCapabilities method:
o canSetDispositionCode
o canSetWorkCode
o canSendDtmf

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 Release Summary of changes
• Added the following new properties to the data passed in the
onInteractionEvent:
o skillId
o topicId
• Added the following new core widgets:
o Customer Search: Agent can use this to Search for
customer's that are stored in the CRM.
o Reporting Dashboard Manager: Reporting user can
configure Dashboards.
o Reporting View Manager: Reporting user can create and
edit views.
o Reporting Dashboard Viewer: Displays configured
Dashboards.
o Reporting Calculated Measures: Reporting user can
create and edit Calculated Measures to use in Report
Views.
Note: If custom layouts have been configured before the
upgrade, users will have to configure these widgets using the
Administrator layout manager
• Added the following Widget API methods:
o acceptInteraction
o holdInteraction
o unholdInteraction
o endInteraction
o singleStepTransfer
o consult
o endConsult
o completeTransfer
o completeConference
o getCapabilities
Release [Link] • Added onCapabilitiesEvent to Widget API events.
• Added the following new properties to the data passed in the
onInteractionEvent:
o stateReason
o interactionType
o isCustomerInteraction
o isConsult
• The getCanStartVoiceInteraction() Widget API
method has been deprecated and will be removed in the next
release. Please use getCapabilities() instead.
• The onCapabilitiesChangedEvent Widget API event
has been deprecated and will be removed in the next release.
Please use onCapabilitiesEvent instead.
Release [Link]
• Added onMediaEvent to Widget API events.

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 Release Summary of changes
• The event onMediaDataEvent has been deprecated and
will be removed in the next release. Please use
onMediaMessageEvent instead.
• Added onRequestServicesEvent to Widget API events.
• Added setTransferToServicesList Widget API
method.
• Added Admin Settings tab and Override Transfer to Service
Destination List checkbox.
• Added a Filtered Transfer To Service List sample widget to
the sample widget library.
• Removed sendTextEmailTemplate and
sendHTMLEmailTemplate Widget API methods. These
were used by an external Email Templates widget which has
now been changed to a core internal widget.
• Included the NEO CSS framework.
• Added NEO CSS framework online documentation.
• Improved Widget API online documentation.
• Added 4 new widgets to the sample widget library.
• Added a new project template to create widget library
projects.
• New Widget Manager UI added to Workspaces administrator.
• Added sendTextEmailTemplate and
sendHTMLEmailTemplate Widget API methods to send
custom email templates to the Email widget.
• Added getCanStartVoiceInteraction Widget API
Release [Link] method to implement click-to-call functionality.
• Added startVoiceInteraction Widget API method to
implement click-to-call functionality.
• Added onCapabilitiesChangedEvent Widget API
event.
• Added onTeamMemberEvent Widget API event to get team
member data.
• Added new core widget: Email templates. This widget is used
to inject email templates to the Email Widget.
Note: If a custom layout has been configured before the
upgrade, users will have to configure this widget using the
Administrator layout manager.

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Chapter 2: Widget Development

Overview
Avaya Workspaces uses widgets to bring information from multiple sources into a single user
interface. There are two types of widgets in Workspaces:
• Core widgets developed and supported by Avaya. These are widgets bundled by default
in every version of Workspaces, such as the Chat, Email, or Customer Details widgets.
• External widgets developed by a third-party and maintained externally.
You can create your own widgets to customize the layout of Workspaces according to your
business needs. The Widget Framework documentation provides a sample project and a
sample widget library for development purposes. Using the sample project, you can create
widgets and build them for production use. The sample library includes a set of widgets that
demonstrate key features of the Widget API.
After creating your widget, you can import it in the Avaya Workspaces Widget Manager. The
Widget Manager accepts only JSON files, however, each JSON file contains an element
property that is used by the Workspaces application to fetch the widget code file from the
remote server. You can either use the Workspaces Widget Library URL as the default server or
provide instead an overrideUrl property in your widget JSON file.

Requirements and Limitations

You can develop widgets using the Widget Framework CLI tool. This tool uses the AngularJS
framework. The latest AngularJS release supported in the Widget Framework is AngularJS
v1.5.0. The minimum AngularJS release supported is v1.2.
There are no restrictions on operating systems for widget development. However, there are the
following limitations about widgets:

• Widgets using APIs that require interactions are bound to work cards in Workspaces and
cannot access or use other Workspaces features unless that feature is requested and
supported by the UAC component in Avaya Breeze. You can create a widget and add it
to the Home tab and no interactions are required for this.
• Widgets do not have access to the Client JavaScript SDK directly.
• Loading ActiveX controls, Flash and Java Applets inside widgets is possible but not
recommended as these are considered legacy web technologies prone to browser
incompatibilities and security issues.

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When writing widgets, you use web technologies, such as JavaScript, HTML, CSS, and JSON.
You can write a widget that implements a screen sharing protocol such as VNC / RDP to access
a legacy application that is not web based.
Widgets inherit the browsers security model and security permissions of the underlying network
and the security model of the Workspaces solution. It is recommended that you host the widget
library on internal web servers only accessible from VPN or restricted networks.
To create a widget, you can use either the Widget Framework CLI tool or any Web Component
frameworks. If you want to use the Widget Framework CLI tool, install the following components
compatible with your system and follow the instructions in this chapter:

• NodeJS v6.11.3 LTS (or higher)

• npm 5.3.0 (or higher)
• Grunt task runner
As an alternative, you can develop Web Component widgets following the instructions in the
Web Component Widgets chapter.
Deprecation Warning: Widgets that are developed using the AngularJS widget build tools
provided will not be available to use in the new Workspaces 4.0. Workspaces 4.0 has moved
away from AngularJS and will only be supporting widgets in the form of Web Components.
Workspaces 3.8 supports Web Components, so for any new widget development on 3.8, we
would recommend moving away from the widget build tools and developing your widget in a
framework that supports Web Components. This will ensure that the widget will not have to be
rewritten in a new framework when it comes time to move to Workspaces 4.0. See Web
Component Widgets section for information about using Web Components.

Sample Project
You can use the sample project to develop your widget library. The following table describes the
files included in the sample project template:

Name Description
This file contains instructions on how to install and use the
[Link]
project template
This file is used by the Grunt task runner to create, compile and
[Link]
bundle widgets
This file contains all the NodeJS package dependencies needed
[Link]
by the project template

Using the Grunt task runner, you can create widget JSONs to import them into Workspaces.

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Sample Library
The sample library provides several widgets to give you an overview of the Widget framework
and demonstrate key features of the Widget API. The following table displays the list of widgets
included in the sample library:

Widget Name Description

This widget demonstrates commonly used Widget API methods

hello-world
and Widget API events.
This widget demonstrates how to obtain customer history data
from the Salesforce CRM system.
crm-history-timeline
Note: Clients must be connected to Salesforce to use this
widget.
This widget demonstrates how to produce a word cloud
email-word-cloud
visualization of the email text.
This widget demonstrates how to use the Widget API for widget-
message-echo
to-widget communication.
This widget demonstrates how to load an external PDF
pdf-viewer
document from an URL.
This widget demonstrates how to use the Widget API to fetch
prompted digits information from a voice work card. This widget
needs to be configured on voice layout on a system that has
prompt-digits
CollectedDigits configured in ACM: Oceana Core Data
Service Collected Digits Key
Note: The sample pdf provided with the widget is for id: 1141
This widget demonstrates how to configure a slide share
slide-share
presentation using an iframe.
This widget demonstrates how to display a twitter live feed
twitter-feed
loaded using an iframe.
This widget demonstrates how to create a video player using
vimeo-player
the Vimeo service.
This widget demonstrates how to create a video player using
youtube-player
the YouTube service.
This widget demonstrates searching the enterprise directory
address-book
(LDAP)

google-maps This widget hosts google maps within workspaces.

This widget demonstrates how to override the Transfer to

transfer-to-service-list
Service List.

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 Widget Name Description

knowledge-base This widget demonstrates a knowledge base word cloud.

filtered-transfer-to-service- This widget demonstrates how to override the Transfer to

list Service List.
This widget demonstrates how to perform a single step transfer
single-step-transfer
to an address.
This widget demonstrates various interaction capabilities such
interaction-operations
as accept, hold, unhold, end, consult etc.
This widget demonstrates how to handle and communicate with
interaction-messenger
participants on Chat, SMS, and Social interactions

electrical-grid-line-checker This widget demonstrates some CSS animation.

This widget demonstrates how to insert messages into the

push-suggested-
response area on a Chat, SMS, and Social widget and also how
responses
to insert HTML or Plain text into the Email widget.
This widget demonstrates some basic rich media messages
richmedia-content
structure and how to send them into the Messaging interaction.
custom-suggested- This widget allows an Agent to manage their own custom
phrases suggested phrases

Capabilities
The Widget Framework uses the concept of capabilities to indicate the current capability of an
Agent to perform an operation. Capabilities are set by the server and should be taken as an
indication that the operation will succeed if attempted. Please see the getCapabilities
method and onCapabilitiesChangedEvent event for usage.

The following are examples of Interaction capabilities:

• canAccept.
• canHold.
• canUnhold.
• canSendMessage.

The following are examples of Agent capabilities:

• canLogin.
• canSetReady.
• canSetNotReady.

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 • canLogout.
• canSetAdditionalWork.

Installing the Required Software

About this task
To use the Widget Framework CLI tool, you need to install NodeJS and npm compatible with
your system. After you have installed these components, you can download a sample project to
develop your widgets.
Run the described commands in the terminal / console.

Procedure
1. Install the latest version of NodeJS compatible with your system. You can check the
version, running the following command:
node -v
2. Update the npm if necessary. You can check your current version, running the following
command:
npm -v
3. Download and unzip the [Link] file.
unzip [Link]
4. Install the Grunt task runner.
npm install -g grunt-cli
5. Install the npm packages dependencies.
npm install

Creating a widget
About this task
Use the Grunt task to create a new widget. The widget is created in the library folder.

Note: The name of the library folder is default and does not match the name of your library.

Procedure
Run the following command:

• grunt create_widget --name="my-widget" --library="My library"

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Building a widget
About this task
Use the Grunt task to build and bundle the widget. The widget JSON is created in the bundle
folder.

Procedure
Run the following command:

• grunt --build="my-widget"

Importing widgets
To import your widget into Workspaces, you need to upload the widget configuration JSON
configuration file. You can import it into Workspaces using the Widget Manager in the
Administrator user interface. All custom widgets imported into Workspaces must meet the
following requirements:
1. A widget JSON must contain the following properties:
• [Link].
• [Link].
• [Link].
• [Link].
• [Link].
• [Link].
• [Link].
2. If you want to use a remote server other than the Workspaces Widget Library URL, you
need to add [Link] property.
3. The [Link] value must not be configured to Workspaces.

After importing the widget, you can see it in the widget list. You can also import all sample
library widgets at once by importing the [Link] file from the bundle folder.

Clearing bundle folder

About this task
You can delete all the files in the bundle folder.

Procedure
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Run the following command:

• grunt clean

Installing sample library

About this task
You can download a sample library to learn how Widget API features can be used in widget
development.

Procedure
1. Download and unzip the [Link] file.
unzip [Link]
2. Install the Grunt task runner.
npm install -g grunt-cli
3. Install the npm packages dependencies.
npm install

Next step
After installation, you can select any widget in the sample library. You need to build the widget
to use it.

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Chapter 3: Using Widgets

Requirements for Test Web Servers

To test and use your widgets, you need to host your widget library using a web server. You can
use any standard web server, such as HTTP-server or nginx. You must deploy the web server
using HTTPS and configure the security certificates. When deploying a web server, you must
consider the following:

• If you use self-signed certificates, make sure the certificates are installed and trusted on
the browser or OS environment. Otherwise, the browser will not trust the self-signed
certificate and prevent Workspaces from loading the widgets.
• The server must be enabled with Cross-origin resource sharing (CORS). For information
about enabling CORS, see the documentation for your web server.
• The directory where widgets are hosted is the bundle directory. This is the output
destination of the build process used to build the sample library.

Requirements for Production Web Servers

When hosting widgets in production, your web server must meet the following requirements:

• The web server must be hosted on the same network as the Avaya Workspaces
Solution.
• The web server should have a network round-trip time (RTT) of less than 120 ms.
• The web server should be configured for CORS.
• The web server should be configured with HTTPS.

Hosting the Sample Widget Library

About this task
You can install a web server using NodeJS. The following example describes how you can
launch a simple HTTP-server. Run the commands in the terminal / console.

Procedure
1. Install an HTTP-server using npm.
npm install -g http-server
2. Run the server over HTTPS on port 8443 with CORS enabled.
http-server ./sample-library/bundle -p 8443 --cors -S -C [Link] -K
[Link]

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Result
Once running, you see the log. By default, the server uses your local IP on port 8443.

Starting up http-server, serving sample-library/bundle/

Available on:
[Link]
[Link]
Hit CTRL-C to stop the server

Configuring the Widget Library URL

AACC
To allow Avaya Workspaces AACC to load your sample widget library you will need to enable
and configure the Library URL in Contact Center Multimedia Manager (CCMM).

Figure 1: Configuring external widget library in CCMM

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Oceana & Elite
To allow Avaya Workspaces Oceana or Avaya Workspaces Elite to load your sample widget
library you will need to enable and configure the Library URL in Avaya Control Manager (ACM).

Figure 2: Configuring external widget library in ACM

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Chapter 4: Web Component Widgets

As an alternative to creating AngularJS widgets using the Widget Framework CLI tool, you can
create your own Web Component. Avaya Workspaces accept Web Component widgets
developed in any framework that conforms to Web Component standards.

Building a Web Component

Creating an instance of the Widget API for use within a Web Component differs from that of an
AngularJS.

You need to parse the attributes applied to your Web Component by Workspaces and pass
them to the Widget API constructor. You can create the Widget API by calling the globally
available NewAvayaWidgetAPI method. This method returns a new instance of the Widget
API to be used by the external widget. After creating the instance of the Widget API, you can
use it the same way as within the AngularJS directive generated by the Widget Framework CLI.

The following code block displays how you can create the Widget API for use within the Web
Component:

class AgentComponent extends HTMLElement {

constructor() {
super();
}

connectedCallback() {
// Get parameters passed to the web component as attributes by Workspaces.
const interactionId = [Link]("interaction-id");
const workRequestId = [Link]("work-request-id");
const externalInteractionId = [Link]("external-interaction-id");
// Create Widget API passing in parameters
// Note: it is important the keys in the JSON passed to this method are as given
const api = [Link]({
interactionId,
workRequestId,
externalInteractionId
});

// Use API as per documentation

// Code excluded for brevity
}
}
// Define Web Component
[Link]("agent-web-component", AgentComponent);

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Configuring Web Component’s JSON
If you use Web Components you need to configure a corresponding widget JSON file. A Web
Component widget JSON has the following property different from that for AngularJS widgets:

• The [Link] property must match what the web component defines
in its call to [Link].

When developing web components, you can have dependent files in the
[Link] array and use either overrideUrl or the widget library URL to fetch
your widget files.

The following code block displays an example of a Web Component widget JSON.
{
"metadata": {
"name": "Agent Component Test",
"description": "This is to test web component for agent state",
"tags": "agent, customer, details, salesforce, CRM, voice",
"version": "",
"date": "2017-01-24T[Link].684Z",
"id": "c79c964b-7427-4d5f-9384-ad316e9a3e21"
},
"configuration": {
"external": true,
"enabled": true,
"name": "c79c964b-7427-4d5f-9384-ad316e9a3e21",
"icon": "aoc-home",
"element": "<agent-web-component></agent-web-component>",
"permissions": [],
"shortcuts": [],
"localization": [],
"files": ["[Link]
}
}

Using CSS styles

You can use own styles in your widgets. Custom CSS style sheets are acceptable if they do not
overwrite the global web font used by Workspaces or implement a CSS reset. You can also
consult CSS UI component provided in Workspaces 3.4 via the NEO CSS Framework.

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Chapter 5: Widget Communication

The Widget Framework has a feature that enables widgets to communicate with each other.
Widget-to-widget communication is intended so that two or more widgets can communicate with
each other within a single instance of Workspaces and only when the agent is presented a work
card. When an agent receives a call and accepts the work card, two or more widgets can
communicate and access details about the call and perform actions such as querying a remote
database or loading a web page.
Widget communication only occurs within the context of the work card, which means that if an
agent has several work cards, widgets can only communicate with each other and only within
the bounds of their own work card type (voice, chat, email).
Widget-to-widget communication can be implemented by using the sendMessage() Widget
API method. There are two modes that widgets can use to communicate with each other:
unicast and multicast.

Unicast Widget Communication

The following code block displays how you can implement unicast widget-to-widget
communication:
//Widget A sends a message to Widget B
[Link]('a04a5141-9a48-4dc5-a7b6-ecb913671060', [
'[Link]'
]).directive('aliceWidget', widgetComponent);

// Widget A sends a message to Widget B

function widgetComponent(WidgetAPI) {
function widgetContainer(scope, element, params) {
var api = new WidgetAPI(params);
// send the message using the ID string 'unique-random-id'
[Link]('Hello Bob, this is Alice!', 'unique-random-id');
}
return {
scope: {},
replace: true,
template: template,
link: widgetContainer
};
}
In this code you call the sendMessage() Widget API method and a unique identifier string as
the second argument. Using the unique identifier string, you send the message data to a
specific widget that is listening for it (Widget B in this case). You can select any unique identifier
as long as it is passed as a string.
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The following code block displays how Widget B listens for the onMessageEvent using the
unique-random-id as the identifier for receiving data.

//Widget B listens and receives message from Widget A

[Link]('4fb7cac3-a96b-44ae-93f0-1fc97f387062', [
'[Link]'
]).directive('bobWidget', widgetComponent);

function widgetComponent(WidgetAPI) {
function widgetContainer(scope, element, params) {
var api = new WidgetAPI(params);
// listen for a message event with ID 'unique-random-id'
[Link]('onMessageEvent:unique-random-id', function(message) {
// do something with the message
[Link](message);
});
}
return {
scope: {},
replace: true,
template: template,
link: widgetContainer
};
}

You can see a live code example, using the hello-world and message-echo widgets from
the Sample Widget Library to send and receive messages.

Multicast Widget Communication

The following code block displays how you can implement multicast widget-to-widget
communication:
//Widget A sends a message to Widget B
[Link]('a04a5141-9a48-4dc5-a7b6-ecb913671060', [
'[Link]'
]).directive('aliceWidget', widgetComponent);

// Widget A sends a message to Widget B

function widgetComponent(WidgetAPI) {
function widgetContainer(scope, element, params) {
var api = new WidgetAPI(params);
// send the string message 'This is a message from Alice' to Widget B
[Link]('This is a message from Alice');
// you can also send data objects
[Link]({ name: 'Alice', email: 'alice@[Link]'});
}
return {
scope: {},
replace: true,
template: template,
link: widgetContainer
};
}

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When you implement multicast communication, you call the sendMessage() Widget API
method to broadcast to all widgets listening for the onMessageEvent Widget API event.
//Widget B listens and receives message from Widget A
[Link]('4fb7cac3-a96b-44ae-93f0-1fc97f387062', [
'[Link]'
]).directive('bobWidget', widgetComponent);

function widgetComponent(WidgetAPI) {
function widgetContainer(scope, element, params) {
var api = new WidgetAPI(params);
// listen for a message event
[Link]('onMessageEvent', function(message) {
// do something with the message
[Link](message);
});
}
return {
scope: {},
replace: true,
template: template,
link: widgetContainer
};
}

Accessing External CRM Systems

Widgets offer the following options for integrating external systems such as Customer
Relationship Management (CRM) systems:
• IFRAME: you can write a simple widget to encapsulate the CRM website in an IFRAME
and make the CRM system accessible via a web page.
• REST API: if the CRM system has a REST API, you can write a widget to directly query
the CRM's REST API. This approach is a pure client-side integration.
• SALESFORCE: Workspaces comes with an in-built Salesforce CRM adapter that
provides client-side integration out of the box. Salesforce CRM data is available as a
data object in the Widget API.
• BACKEND: you can integrate a custom CRM as a Breeze snap-in and connect it to
Workspaces via the UAC component and Client JavaScript SDK. Then you can expose
this integration in the Widget API like the native Salesforce CRM adapter.
• PROXY: you can integrate a custom CRM via a Proxy REST API or a Proxy Web
Application. A Proxy REST API wraps an existing CRM system and makes it REST
capable so that widgets can access CRM data indirectly via the proxy. A proxy web
application is a web application / web page that encapsulates the CRM interface and
makes it accessible via an IFRAME indirectly without blocking any content or permission
restrictions.

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Chapter 6: Widget Localization

Localization Workflow
The Widget Framework does not provide you with a built-in facility for localizing widgets. To
localize your widgets, you can use the angular-gettext package or other packages. The
angular-gettext package is the same package that Workspaces uses to perform
localization. The following list describes the steps of localization workflow:

• Annotating the strings that you want to translate.

• Extracting the strings to a translation template using the angular-gettext tools.
• Translating the strings using any of the angular-gettext recommended tools.
• Embedding the JSON file translations back into your widget.
You can also implement Right-to-Left language support in your widget.
Note: Localization support for external widgets is not supported in Workspaces 3.2 / 3.3 / 3.4.

Annotating Strings
About this task
To annotate the strings that you want to translate, you need to include gettext module in the
code of your widget and add translate directives. You must include [Link]
JavaScript library in your widget JSON file.
Procedure
1. Include gettext as a module into the code of your widget. The following code block
displays how to include the gettext module in a widget:

[Link]('831e9ed6-2416-427c-8f04-ccee6e89790a', [
'gettext',
'[Link]'
]).directive('localisedWidget', widgetComponent);

function widgetComponent(WidgetAPI) {
function widgetContainer(scope, element, params) {
var api = new WidgetAPI(params);
}
return {
scope: {},
replace: true,
template: template,
link: widgetContainer
};
}

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 2. Annotate the strings adding the translate directive to HTML elements that you want
to translate. The following HTML template displays how you can use the translate
directive:
<div class="neo-widget">
<div class="neo-widget__header aoc-home" translate>Localised Widget</div>
<div class="neo-widget__content neo-widget__content--indented">
<div class="row">
<div class="col-medium-12 col-large-12">
<p translate>This string will be translated</p>
<p translate>You can use string interpolation, for example: {{ hello
}}</p>
<p translate>Input attributes can be translated: </p>
<input type="text" placeholder="{% raw %}{{ 'Username' | translate
}}{% endraw %}"/>
</div>
</div>
</div>
</div>

3. Add the angular-gettext library in your widget JSON file. After that, the
[Link] property looks as in the following example:
{
"metadata": {
"name": "Localised Widget",
"description": "Please add widget description here",
"tags": "demo, widget, example, other",
"library": "My Library",
"version": "1.0.0",
"date": "2017-09-26T[Link].618Z",
"id": "831e9ed6-2416-427c-8f04-ccee6e89790a"
},
"configuration": {
"external": true,
"timeout": 5000,
"serie": true,
"name": "831e9ed6-2416-427c-8f04-ccee6e89790a",
"element": "<localised-widget></localised-widget>",
"icon": "aoc-home",
"files": [
"localised-widget/libs/[Link]",
"localised-widget/[Link]",
"localised-widget/[Link]"]
}
}

Next step
After you have annotated the strings, you can extract them to a translation template.

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Extracting Strings
About this task
To prepare the strings for translation, you must extract them into a translation template. This
template is a .pot file that lists all the strings that should be translated. To extract the strings
automatically from your widget HTML template, you can use the grunt-angular-gettext
plugin. If you use it, check if you have the following components installed:

• NodeJS v0.8.0 or higher (for Grunt v0.4.x).

• npm (the latest version).
• Grunt task runner.
For more information refer to the Grunt documentation and angular-gettext developer guide.
Procedure
1. Install the plugin in your project folder running the following command in your terminal /
console
npm install grunt-angular-gettext --save-dev

2. Enable the plugin inside your Gruntfile adding the following JavaScript line:

[Link]('grunt-angular-gettext');
3. In your project’s Gruntfile, add the nggettext_extract section to the data object
passed into [Link]():
[Link]({
nggettext_extract: {
pot: {
files: {
'po/[Link]': ['src/views/*.html']
}
},
},
})

4. (Optional) If you localize AngularJS widget with AngularJS configured to use other
expression delimiters than {{ and }}, update the nggettext_extract accordingly:

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 [Link]({
nggettext_extract: {
pot: {
options: {
startDelim: '[[',
endDelim: ']]'
},
files: {
'po/[Link]': ['src/views/*.html']
}
},
},
})

Translating Strings
The gettext ecosystem provides a wide range of translation tools. The following list describes
the general translation workflow:
1. Use the .pot template to generate a new translation catalog (a .po file) or update an
existing .po file.
2. Translate the strings (and plural forms) in your corresponding language.
3. Save the resulting .po file.
4. Compile translations in a JavaScript file.
You must choose the tool to use for translating strings. Follow the instructions on using this tool.
As a result, you have the .po file that you need to convert into a JavaScript file.

Compiling Translations
About this task
You can convert translated .po files into Angular-compatible JavaScript files using the grunt-
angular-gettext plugin. It is assumed that you have installed the plugin while extracting the
annotated strings.
Procedure
1. In your project’s Gruntfile, add the nggettext_compile section to the data object
passed into [Link]():
[Link]({
nggettext_compile: {
all: {
files: {
'src/js/[Link]': ['po/*.po']
}
},
},
})

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 2. (Optional) Specify the parameter that defines the AngularJS module for which you
generate the translations:
[Link]({
nggettext_compile: {
all: {
options: {
module: 'myApp'
},
files: {
'src/js/[Link]': ['po/*.po']
}
},
},
})

Embedding Translations
About this task
After you have converted the set of translations into a JavaScript file, you need to add this file to
your widget JSON.
Procedure

• Include the [Link] into your widget JSON.

Implementing Right-to-Left Support

In Stylesheets
In order to support Right-to-Left (RTL) languages, you need to change your widget stylesheets
to prevent incorrect widget rendering. Do one of the following:

• Write all the needed RTL styles in the same stylesheet file using the [dir=“rtl”] root
selector. The following code block displays how you can use it:
.my-widget-button {
margin-left: 15px;
}

// Everything will render correctly for both LTR and RTL

[dir="rtl"] .my-widget-button {
margin-left: 0;
margin-right: 15px;
}

• Split stylesheets for Left-to-Right (LTR) and RTL versions into two different stylesheet
files, such as [Link] and [Link], so

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 Workspaces can load the necessary stylesheet file of your widget when agent switches
between locales. This approach implies you to specify stylesheet files in the widget
JSON by surrounding these in sub-array as follows:
{
"metadata": {
"name": "Localised Widget",
"description": "Please add widget description here",
"tags": "demo, widget, example, other",
"library": "My Library",
"version": "1.0.0",
"date": "2017-09-26T[Link].618Z",
"id": "831e9ed6-2416-427c-8f04-ccee6e89790a"
},
"configuration": {
"external": true,
"timeout": 5000,
"serie": true,
"name": "831e9ed6-2416-427c-8f04-ccee6e89790a",
"element": "<localised-widget></localised-widget>",
"icon": "aoc-home",
"files": [
"localised-widget/libs/[Link]",
["localised-widget/[Link]", "localised-widget/localised-
[Link]"],
"localised-widget/[Link]"]
}
}

Note: executing grunt --build="..." command concatenates all your stylesheet

files into the single one. To prevent LTR and RTL styles collision, make sure that all your
stylesheets for RTL have .[Link] in the filename ending. Thus, all your stylesheets will
be separately concatenated into [Link] and localised-
[Link] depending on corresponding filenames.

In JavaScript code
To handle RTL issues in JavaScript code, check the following Widget API documentation
entries:

• bidi method.
• onLocaleUpdatedEvent event.
• onBeforeTextDirectionChangedEvent event.
• onStylesheetsReadyEvent event.

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Appendix I: Widget API Methods

The Widget API enables third-party developers to write custom widgets and deploy them in
Avaya Workspaces. To write a custom widget, you need access to the Widget API Developer
Documentation and code examples. The Widget API is designed to make it easier for anyone
with a basic understanding of HTML, CSS and JavaScript to write a custom widget and deploy it
in Avaya Workspaces.
The following section provides descriptions and examples of each method in the Widget API.
The examples are provided to give a deeper understanding on how each method behaves.
Alternative JavaScript patterns can be used at the developers discretion. Ensure that events
marked as Requires Interaction require an interaction context. Any widget leveraging these
events will need to be placed on an Interaction related tab.

Constructor
The constructor method is used to initialize the Widget API (see examples in the sample
widget library). The constructor returns a reference to the Widget API object which can then
be used to make API calls. The params object must be passed automatically during the
initialization stage of the widgetContainer (see code examples provided in the sample
widget library).
var api = new WidgetAPI(params);

onDataEvent(event, callback)
This method allows the widget to subscribe to the various data events delivered by Avaya
Workspaces. See the Widget API Events section for the list of supported events.
This method accepts the following parameters:

• event: This is the name of the event you want to subscribe to.
• callback: a callback function which is fired once the event returns data.

var api = new WidgetAPI(params);

[Link]('onInteractionEvent', function (data) {
// Do something with the event data
[Link](data);
});

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sendMessage(data, id)
This method broadcasts a data event to all the widgets under the same interaction context. This
method can be used for widget-to-widget communication and to exchange data. This data will
get broadcast on the onMessageEvent. For details see Widget API Events.
This method accepts the following parameters:

• data: Text string or data object.

• id (optional): id of a specific widget to send data to.

// Using a text string (multicast)

[Link]('Hello there!');
// Using a data object (multicast)
[Link]({ name: 'Joe Doe', age: 32 });
// Send the message using the ID string 'unique-random-id' (unicast)
[Link]({ account: 'ACC-8437' }, 'unique-random-id');

sendNotification(level, message)
This method displays a notification message in Avaya Workspaces. This method sends and
displays the message as a "toast" notification.
This method accepts the following parameters:

• level: type of message (info, warning, error).

• message: text string representing the notification.

[Link]('info', 'This is a sample notification.');

getConfiguration()
This method returns configuration information relevant to the current Workspaces session for a
Workspaces User. The following information is provided:

• user ID.
• station ID.
• user.
• display name.
• user first name.
• user last name.
• user handle.
• user state.
• authentication token (JWT).
• current locale.
• user settings.
• user POM settings (available only to POM enabled Agents).

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Note: A Workspaces User must be either an "Agent" or "Supervisor".
var config = [Link]();

The following code block displays the payload:

{
"agentId": "10003",
"stationId": "1003",
"displayName": "John Costello",
"firstName": "John",
"lastName": "Costello",
"handle": "johnCostello",
"token": "Bearer
eyJhbGciOiJSUzI1NiIsInR5cCI6IkpXVCJ9.eyJzdWIiOiJqb2huQ29zdGVsbG8iLCJpYXQiOjE1MDY1MTE
xOTIsImV4cCI6MTUwNjc3MDM5Mn0.eDl3y4NQfWQBeXx8R0m7uwFXE6HXdsuNr3avaBtIJhKr4pLW -
9SypDIaWNtz7TI8S-
VN9AtDlt6LIGiMm_l0hyPrcLTpO9EmT0GTXMOZlL45G5uork8FW_1tCujaCh8N4fgPZeXgkHcxjBTdnexxnH
J1Vqriu3n_r6J7XlmOcM5nUekIy8hItKE3Z-
SsbcV7LjqG9T8oWM3nSXPYrdnWvn7i30JDQf_z4l3etBes_t_3BX1mTDhWdCMNUIBIB0qVE7SmnKqOHyyeci
lkHxCYWl-
4v73FxTcpyLI6RGD_3Uy3EFXDo60SMr7TzctmnKlTiS4lzMFeFpe12CGQDUyuSGDQDH0n5D4wESF -
Fgd8GAhvVRh1yqdwEOIxAtWDlS-
7jdjwOgc9HK0jPQCnKchlwcSPNP9HJsFGks65tZbDqmYUvvfBLmEvhhWQR36ksVDnYl1-
sq1yWDuQJGDzNPGrKFzgThfIkZSF2EmHI2qTOP959ZLibFx8jrBA1epK2o6-
F7tJ7a5SZGWCJJDL5GWGhmGa58429zk49vUS5h01j_ajvgfNxF__MFnUvRbgOjPhEfXw4 -
eVEgXLe9p3FOpHdu4cKsByXL_Yew5G9NYeL9l13Wh8fokZ9OiJkhNFF7B_UboIsbbwA6gSvZ8gxWENaIm6FM
GD3Hh5EZ3Uq5KZ2Uw",
"state": "READY",
"channels": {
"VOICE": {
"state": "READY",
"stateReason": "DEFAULT",
"capabilities": {
"canSetCallForwarding": true,
"canCancelCallForwarding": true,
"canStartInteraction": true,
"canStartSupervisorInteraction": true
}
},
"WEBCHAT": {
"state": "READY",
"stateReason": "DEFAULT",
"capabilities": {
"canSetCallForwarding": false,
"canCancelCallForwarding": false,
"canStartInteraction": false,
"canStartSupervisorInteraction": false
}
},
"EMAIL": {
"state": "READY",
"stateReason": "DEFAULT",
"capabilities": {
"canSetCallForwarding": false,

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 "canCancelCallForwarding": false,
"canStartInteraction": true,
"canStartSupervisorInteraction": false
}
},
"SMS": {
"state": "READY",
"stateReason": "DEFAULT",
"capabilities": {
"canSetCallForwarding": false,
"canCancelCallForwarding": false,
"canStartInteraction": false,
"canStartSupervisorInteraction": false
}
},
"SOCIAL": {
"state": "READY",
"stateReason": "DEFAULT",
"capabilities": {
"canSetCallForwarding": false,
"canCancelCallForwarding": false,
"canStartInteraction": false,
"canStartSupervisorInteraction": false
}
},
"VIDEO": {
"state": "READY",
"stateReason": "DEFAULT",
"capabilities": {
"canSetCallForwarding": true,
"canCancelCallForwarding": true,
"canStartInteraction": true,
"canStartSupervisorInteraction": true
}
},
"GENERIC": {
"state": "READY",
"stateReason": "DEFAULT",
"capabilities": {
"canSetCallForwarding": true,
"canCancelCallForwarding": true,
"canStartInteraction": true,
"canStartSupervisorInteraction": true
}
}
},
"locale": {
"id": "en-us",
"label": "English (US)",
"textDirection": "ltr",
"textAvatar": true,
"stringsVersion": "1"
},
"settings": {
"awfosEnabled": true,
"coBrowseURL": "[Link]",
"coBrowseFQDN": "[Link]",
"ocpdsFQDN": "ocpdsFQDN",
"contextStoreClusterIP": "ocdsFQDN",

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 "ocdsFQDN": "ocdsFQDN",
"customerManagementFQDN": "[Link]",
"aawgFQDN": "aawgFQDN",
"ocpAddress": "[Link]",
"ocpFQDN": "[Link]",
"hotdesk": false,
"isWebRTC": false,
"observeIndicatorEnabled": true,
"salesforceConfiguration": {
"ApplicationName": "CC_Client",
"ConsumerKey":
"3MVG98_Psg5cppyYaaOW5FZdV8rTYZuaYxGoP4wz97OSfkLYl0EBZrXQ3B8lbWPqs5NAcPAOi5rPdpD4vP9
nd",
"ConsumerSecretKey": "3723015645493377233",
"CRMIntegrationEnabled": "true",
"ProxyServerURL": "[Link]
"SalesforceEndpoint": "[Link]
},
"screenPopConfiguration": {
"DisplayInternalScreenpopWidgetFirstOnAgentAccept": "false",
"EnableScreenpopWithoutAgentprompting": "false",
"LaunchExternalScreenpopsOnAgentAccept": "false"
},
"welcomePage": "assets/pages/[Link]",
"supervisorReportingURL": "assets/pages/[Link]",
"workspacesLoggingEnabled": false,
"workspacesLoggingLevel": "",
"workspacesLogUploadLocation": "[Link]
"websocketsEnabled": true,
"genericChannelFriendlyName": "TestChannel",
"genericChannelIcon": "aoc-custom01",
"clockDriftMillis": 155
}
},
"pomSettings": {
"widgetDownloadLocation": "[Link]
"widgetPrimaryAddress": "[Link]
"widgetPrimaryPort": "1234",
"widgetSecondaryAddress": "[Link]
"widgetSecondaryPort": "2345",
"pomOrganizations": [{
"organization": "org1",
"zones": ["zone1", "zone2"]
}, {
"organization": "org2",
"zones": ["zone3", "zone4"]
}]
}
}

getInteractionId()
This method returns the Interaction ID for the active interaction.
Note: Requires Interaction.
// Returns the interaction ID as string, e.g. fbeca6e2-2b8c-45e6-bc54-55e2b96799b7
var id = [Link]();

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getWorkCardCount()
This method returns the number of interactions.
// Returns interaction count as a number, e.g. 2
var interactionCount = [Link]();

getInteractionData()
This method returns the interaction related data.
Note: Requires Interaction.
// Best to use on your widget initialization
var data = [Link]();

You can see the payload of sample data which would be returned by calling
[Link]():

{
"id": "f775be25-68a0-4c54-9b10-a24f6cc4b5ff",
"workRequestId": "0085617462979956890064",
"externalInteractionId": "-2694020189_9f88add7-0f0d-4708-aec9-b6cc8b740554",
"channel": "SMS",
"state": "ACTIVE",
"stateReason": "DEFAULT",
"interactionType": "CALLED",
"title": "(212) 842-5599",
"topic": "Oceana Service",
"topicId": "3007",
"skill": null,
"skillId": null,
"direction": "INCOMING",
"isCustomerInteraction": false,
"isWebRtcCall": false,
"userToUserInfo": null,
"isConsult": false,
"originatingAddress": "(212) 842-5599",
"destinationAddress": "1001",
"isObserved": false,
"contactId": "lHu1kWd6xBhjp7mifzcCJI"
}

See the interaction-messenger sample widget for further demonstration.

sendChatMessage(message)
This method sends text message into an interaction on behalf of current agent. This method
only executes if the [Link] capability is set
to true. This method is restricted to be invoked no more than once per one second due to
security restrictions. See Capabilities section for more information.
This method accepts the message parameter: the message text.
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Note: Requires Interaction.
// Send a message to customer from current agent
[Link]('Test message');

See the interaction-messenger sample widget for further demonstration.

validateRichMedia(media, richMediaType)
This method validates a rich media message.
• Note: currently the following rich media types are accepted: text, image, carousel,
postback.
• Note: See sendRichMedia for media (async message body) examples.
This method accepts the following parameters:

• media: the rich media structure object.

• richMessageType: the type of rich media message.

var MESSAGE_BODY = {text: 'Test message'};

var MESSAGE_TYPE = 'text';

// Returns an object containing validation information

var validationInfo = [Link](MESSAGE_BODY, MESSAGE_TYPE);
if ([Link]) {
[Link](MESSAGE_BODY, MESSAGE_TYPE, 'This is a rich message');
} else {
[Link]([Link], [Link], [Link]);
// failed as the message has an invalid format
}

See the richmedia-content sample widget for further demonstration.

sendRichMedia(media, richMediaType)
This method sends a rich media message into an interaction on behalf of current agent. This
method will only execute if the [Link] capability
is set to true. See Capabilities section for more information.
This method is restricted to be invoked no more than once per one second due to security
restrictions. Valid arguments are expected, otherwise the function will silently fail. Use
validateRichMedia method for the media and type validation.
Note: Requires a Messaging channel interaction, otherwise the function will silently fail.
This method accepts the following parameters:

• media: the rich media structure object;

• richMessageType: the type of rich media message.

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Depending on the richMessageType, the rich media message object can have the following
structure.

"text" richMessageType
text messages could contain actions array.
Note: Inbound and outbound messages.
// Send a rich media message to customer from current agent
[Link]({text: 'Test message'}, 'text'); // text property is required

"image" richMessageType
image messages could contain actions array.
Note: Inbound and outbound messages.
[Link]({
mediaUrl: '[Link] // mediaUrl property is required
text: 'Optional test message' // text is optional
}, 'image');

"carousel" richMessageType
carousel rich media message could contain actions array within items.
Note: Outbound messages only.
You should respect the following restrictions:

• Array of message items: the array is limited to 10 items.

• Array of item actions: at least 1 is required, a maximum of 3 are allowed: link, webview,
buy and postback actions are supported.
• size parameter is optional. The size of the image to be displayed in the carousel item
(Only top item of Facebook Messenger carousel supported). Choose from compact and
large.

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[Link]({
items: [
{
mediaUrl: '[Link] // mediaUrl property is required
title: 'Required Title', // title property is required
description: 'Required description', // description property is required
actions: [ // actions is required
{
text: 'Required text property if action item is set', // text property is
required
type: 'Required type property if action item is set', // type property is
required. Could accept: 'postback', 'reply', 'link', 'locationRequest' for now
payload: 'Required payload property if action item is set' // payload
property is required
}
]
}
]
}, 'carousel');

"location" richMessageType
Note: Inbound and outbound messages
[Link]({
coordinates: { // coordinates property is required
lat: 37.398405, // lat property is required
long: -121.977458 // long property is required
},
location: { // optional location property
address: 'Full addreess', // optional address property
name: 'Title of address'// optional name property
}
}, 'location');

"postback" richMessageType
Note: Inbound messages only
[Link]({
action: { // action property is required. NOTE: action not actions
type: 'Required type property', // type property is required
text: 'Required text property', // text property is required
payload: 'Required payload property' // payload property is required
}
}, 'postback');

Actions
Note: text and image rich media messages could contain actions array, carousel rich media
message could contain actions array within items.
The number of message actions allowed in a given message is limited by the third party
channel.
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If the actions array of a message exceeds the number of actions that the channel allows, the list
will be truncated to fit the limit, and actions beyond the allowed size will be ignored. The number
of message actions allowed in a message item is 3. If the actions array exceeds the limit, the
server will return a 400 response.
[Link]({
mediaUrl: '[Link] // mediaUrl property is required
text: 'Optional test message', // text is optional
actions: [ // actions is optional
{
text: 'Text',
type: 'Required type property if action item is set', // Could accept:
'postback', 'reply', 'link' and locationRequest for now
payload: 'Payload'
}
]
}, 'image');

Note: Format of every action depend on action type:

• 'postback' action
• 'reply' action
• 'link' action
• 'locationRequest' action

'postback' action
[Link]({
text: 'Required text', // text is required
actions: [ // actions is optional
{
text: 'Text', // text property is required
type: 'postback', // type property is required
payload: 'Payload' // payload property is required
}
]
}, 'text');

'reply' action
[Link]({
text: 'Required text', // text is required
actions: [ // actions is optional
{
text: 'Text', // text property is required
type: 'reply', // type property is required
payload: 'Payload', // payload property is required,
iconUrl: '[Link] // iconUrl property is optional
}
]
}, 'text');

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'link' action
[Link]({
text: 'Required text', // text is required
actions: [ // actions is optional
{
text: 'Text', // text property is required
type: 'link', // type property is required
uri: '[Link] // uri property is required
}
]
}, 'text');

'locationRequest' action
[Link]({
text: 'Required text', // text is required
actions: [ // actions is optional
{
text: 'Text', // text property is required
type: 'locationRequest' // type property is required
}
]
}, 'text');

See the richmedia-content sample widget for further demonstration.

sendEmailMessage(emailData)
This method sends text message into an interaction on behalf of current agent. This method
only executes if the [Link] capability is set
to true. See Capabilities section for more information. This method is restricted to be invoked no
more than once per one second due to security restrictions. This method accepts the emailData
parameter: The data object.
Note: Requires Interaction.
The following table displays the properties that emailData object passed to
sendEmailMessage method can contain:

Parameter Type Required Description

to array of strings Yes Letter recipient

Body of email
message string Yes
message

from string No Mail sender

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 Parameter Type Required Description

subject string No Subject of email

cc array of strings No Carbon copy

bcc array of strings No Blind carbon copy

// Using a emailData object (multicast)

[Link]({to: ['user1@[Link]'], message: 'Test message'});

removeEmailAttachment(attachment)
This method removes email attachment by attachment id.
This method accepts the attachment parameter: the data object.
The following table displays the properties that the attachment object passed to
removeEmailAttachment method can contain:

Parameter Type Required Description

id of Attachment (in
attachment object,
field 'partId', such as
id String Yes
'7C1CA22F-B572-
4FF5-9DF6-
01C4370C7E3D')

// Using a emailData object (multicast)

[Link]({ id: '7C1CA22F-B572-4FF5-9DF6-01C4370C7E3D' });

reportChatTyping()
This method sends a typing notification to other participants. This method is restricted to be
invoked no more than once per six seconds due to security restrictions. In order to prevent "is
typing..." label flickering on side of customer, make sure to invoke this method once per six
seconds during user is typing.
Note: Requires Interaction.

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// Define [Link] throttle (best to use!) wrapper
var reportChatTypingThrottle = _.throttle([Link], 6000, {leading:
true, trailing: false});

// Listen to keydown event on input and call reportChatTypingThrottle each time user
presses any key
[Link]('input[type=text]').addEventListener('keydown',
reportChatTypingThrottle);

See the interaction-messenger sample widget for further demonstration.

startVoiceInteraction(address)
This method starts an outbound voice interaction. This method only executes if the
[Link] capability is set to true.
See Capabilities section for more information.
This method accepts the address parameter: the address that will be used to initiate the
outbound voice interaction.
// Make a voice call
[Link]('3156');

See the address-book sample widget for further demonstration.

acceptInteraction()
This method accepts an altering interaction. This method only executes if the
[Link] capability is set to true. See Capabilities section
for more information. This method is only applicable in an Elite environment where the widgets
are displayed while an interaction is altering.
Note: Requires Interaction.
[Link]();

See the interaction-operations sample widget for further demonstration.

holdInteraction()
This method holds an active interaction. This method only executes if the
[Link] capability is set to true. See Capabilities section for
more information.
Note: Requires Interaction.
[Link]();

See the interaction-operations sample widget for further demonstration.

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unholdInteraction()
This method unholds a held interaction.

This method will only execute if the [Link] capability is set to true.
See Capabilities section for more information.
Note: Requires Interaction.

[Link]();

See the interaction-operations sample widget for further demonstration.

endInteraction()
This method ends the active interaction. This method will only execute if the
[Link] capability is set to true. See Capabilities section for
more information.
Note: Requires Interaction.
[Link]();

See the interaction-operations sample widget for further demonstration.

singleStepTransfer(address)
This method performs a single step transfer to an address. This method only executes if the
[Link] capability is set to true.
See Capabilities section for more information.
This method accepts the address parameter: the address that will be used to transfer to.
Note: Requires Interaction.
// Single step transfer to an address
[Link]('3156');

See the single-step-transfer sample widget for further demonstration.

consult(address, uui)
This method initiates a consult to an address. This method only executes if the
[Link] capability is set to true.
See Capabilities section for more information.
This method accepts the following parameters:

• address: The address that will be used to consult.

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 • uui (optional): Used to update the 'User-to-User Info' while initiating a consult.
Note: Requires Interaction
// Consult an address
[Link]('3156');
// Consult an address and update the uui
[Link]('3156', 'test uui');

See the interaction-operations sample widget for further demonstration.

endConsult()
This method ends the consultative leg of an interaction.
Note: Requires Interaction.
// End the consult
[Link]();

See the interaction-operations sample widget for further demonstration.

completeTransfer()
This method transfers the interaction to the consulted address. This method only executes if the
[Link] capability is set to true. See
Capabilities section for more information.
Note: Requires Interaction.
// Complete the transfer
[Link]();

See the interaction-operations sample widget for further demonstration.

completeConference()
This method completes the consult as a conference. This method only executes if the
[Link] capability is set to true. See
Capabilities section for more information.
Note: Requires Interaction.
// Complete the conference
[Link]();

See the interaction-operations sample widget for further demonstration.

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getCapabilities()
This method gets the latest capabilities for the active interaction and agent channels.
// Get all capabilities
var capabilities = [Link]();
// Check if a voice interaction can be initiated
var canStartVoiceInteraction =
[Link]().[Link];

See the payload of sample data returned by calling [Link]():

{
interaction: {
canAccept: false,
canEnd: true,
canHold: true,
canUnhold: false,
canSingleStepTransfer: true,
canConsult: true,
canTransferComplete: false,
canConferenceComplete: false,
canSetDispositionCode: true,
canSetWorkCode: true,
canSendDtmf: true,
canSendMessage: true
},
channels: {
canStartVoiceInteraction: true
}
}

See the address-book sample widget for further demonstration.

setTransferToServicesList
This method allows the setting of a custom list of transfer to service destinations in the Avaya
Workspaces work card. This method expects an array of services that will be displayed on the
Transfer to Service dropdown list on an interaction's work card. In order for a Transfer to work
the services must already exist in UCA. It is expected that the widget developer will retrieve this
list from UCA and filter the services list inside the widget. See filtered-transfer-to-service-
list sample widget for further demonstration.
// The following list of services is only an example. In order for a Transfer to
work the services must already exist in UCA.
// In the real world this list of services will not be hardcoded, it will be
retrieved from UCA and then filtered by the widget developer.
var services = [{
"id" : "[Link]|[Link]",
"name" : "IrishVoiceTransferToService"
}, {
"id" : "[Link]|[Link]",
"name" : "EnglishVoiceTransferToService"
}];
[Link](services);

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getDispositionCodes(channelType)
This method gets a list of all disposition codes if any are configured. By default, this method will
return all disposition codes configured for all channel types. However, it is possible to receive a
filtered list by passing a valid channelType as an argument, that is VOICE, EMAIL, CHAT,
SMS, SOCIAL.
// Get all disposition codes
var dispositionCodes = [Link]();
// Get disposition codes for the voice channel
var dispositionCodes = [Link]('VOICE');
// Get disposition codes for the current channel using onInteractionEvent
[Link]('onInteractionEvent', function(data) {
[Link] = [Link]([Link]);
});

This method accepts the channelType (optional) parameter: a channel type. This will result in
the method returning a filtered list of disposition codes which have been assigned to this
channel type.
See the payload of sample data returned by calling [Link]():
[
{
"code": "5645",
"friendlyName": "Report to Supervisor",
"type": "DISPOSITION",
"channels": [
"SMS",
"WEBCHAT"
]
},
{
"code": "3534",
"friendlyName": "Offer discount on next call",
"type": "DISPOSITION",
"channels": [
"VOICE",
"SMS",
"EMAIL",
"WEBCHAT"
]
}
]

See the interaction-operations or hello-world sample widgets for further demonstration.

setDispositionCode(code)
This method sets a disposition code on the interaction. This method only executes if the
[Link] capability is set to true. See
Capabilities section for more information.
This method accepts the code parameter: the disposition code to set.
Note: Requires Interaction.
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// Set a disposition code
[Link]('7764');

See the interaction-operations sample widget for further demonstration.

getWorkCodes(channelType)
This method gets a list of all work codes if any are configured. By default, this method will return
all work codes configured for all channel types. However, it is possible to receive a filtered list by
passing a valid channelType as an argument, that is VOICE, EMAIL, CHAT, SMS, SOCIAL.
// Get all work codes
var workCodes = [Link]();
// Get work codes for the voice channel
var workCodes = [Link]('VOICE');
// Get work codes for the current channel using onInteractionEvent
[Link]('onInteractionEvent', function(data) {
[Link] = [Link]([Link]);
});

This method accepts the channelType (optional) parameter: a channel type. This results in the
method returning a filtered list of work codes which have been assigned to this channel type.
See the payload of sample data returned by calling [Link]():
[
{
"code": "7277",
"friendlyName": "Breakfast",
"type": "WORK",
"channels": [
"VOICE"
]
},
{
"code": "7777",
"friendlyName": "Sales",
"type": "WORK",
"channels": [
"VOICE",
"SMS",
"EMAIL",
"WEBCHAT"
]
},
{
"code": "8888",
"friendlyName": "Support",
"type": "WORK",
"channels": [
"EMAIL"
]
}
]

See the interaction-operations or hello-world sample widgets for further demonstration.

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setWorkCode(code)
This method sets a work code on the interaction. This method only executes if the
[Link] capability is set to true. See
Capabilities section for more information.
This method accepts the code parameter: the work code to set.
Note: Requires Interaction.
// Set a work code
[Link]('3633');

See the interaction-operations sample widget for further demonstration.

getNotReadyReasonCodes()
This method gets a list of all Not Ready reason codes if any are configured.
// Get all Not Ready reason codes
var workCodes = [Link]();

See the payload of sample data returned by calling [Link]():

[
{
"code": "1234",
"friendlyName": "Bathroom",
"type": "NOT_READY",
"channels": []
},
{
"code": "4567",
"friendlyName": "Break",
"type": "NOT_READY",
"channels": []
},
{
"code": "6785",
"friendlyName": "Meeting",
"type": "NOT_READY",
"channels": []
}
]

See the hello-world sample widgets for further demonstration.

getAdditionalWorkCodes()
This method gets a list of all Additional Work codes if any are configured.
// Get all Not Ready reason codes
var workCodes = [Link]();

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See the payload of sample data returned by calling [Link]():
[
{
"code": "999",
"friendlyName": "Additional Work",
"type": "ADDITIONAL_WORK",
"channels": []
}
]

See the hello-world sample widgets for further demonstration.

sendDTMF(digit)
This method sends a DTMF digit. This method only executes if the
[Link] capability is set to true. See Capabilities
section for more information.
This method accepts the digit parameter: the DTMF digit to be sent. Only values 0-9, * and #
are accepted.
Note: Requires Interaction.
// Set a work code
[Link]('1');

See the interaction-operations sample widget for further demonstration.

insertMessageIntoResponseArea(message)
This method inserts a message into the response area (input box) located on the Chat / SMS /
Social widget. This method only executes if the
[Link] capability is set to true.
See Capabilities section for more information.
This method accepts the message parameter: the message to insert.
Note: Requires Interaction.
// Insert a message into the response area
var message = 'Can you please send us your policy number?'
[Link](message);

See the push-suggested-responses sample widget for further demonstration.

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insertContentIntoEmailBody(encoding, content,
subject)
This method inserts HTML or Plain Text content into the Email body located on the Email
widget. This method only executes if the [Link]
capability is set to true. See Capabilities section for more information.
This method accepts the following parameters:

• encoding (required): The encoding of the Email. Values accepted are either 'HTML' or
'PLAIN'.
• content (optional): The content to be inserted into the Email body. This is left optional so
that the method can still be called to show the Email editor screen.
• subject (optional): The subject to be inserted into the Email body.

Note: Requires Interaction.

[Link] = '<p>Hi Mary,</p><br><p>Can you please send me your policy
number?</p>';
[Link] = 'Here be plain text!';
[Link] = 'Sample subject';

// Media data from chat, sms, email, social

[Link]('onMediaMessageEvent', function(data) {
encoding = [Link];
[Link] = [Link] === 'HTML';
});

// Insert HTML and a subject into the Email widget

[Link]('HTML', htmlContent, subject);

// Insert Plain Text with no subject into the Email widget

[Link]('PLAIN', plainTextContent, '');

See the push-suggested-responses sample widget for further demonstration.

Note: you can use the onMediaMessageEvent to retrieve the encoding of the current Email
interaction. For details see the push-suggested-responses sample widget.

createCustomCard(data)
This method creates a custom Card that will be displayed in the Work Card Area in Avaya
Workspaces. This method allows third-party developers to create work cards that appear in the
work card area in Avaya Workspaces. These custom cards appear like existing work cards but
can be customized to suit the requirements of a third-party widget developer looking to integrate
Avaya Workspaces with an external work provider. These custom work cards will always be
displayed to the right of Contact Center work cards. There has been a limit of three set on the
maximum number of custom work cards that can be displayed in Avaya Workspaces at any one
time. This is configurable up to ten in the Administrator settings. Each top-level button will have
an icon and a title. A button can define an optional property 'color' which adds a background
color to the icon (green, yellow, red or blue). An optional 'action' property can also be added to a
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button to trigger a callback function when the button is clicked. A maximum of six top-level
buttons can be displayed on the custom card at any one time. It is also possible to set the
button size on the card to large with the boolean property largeButtonsEnable, when this is
set to true a maximum of two large top-level buttons can be displayed on the card. To have a
single large button in the center of a custom card declare a single button without an index.
Otherwise index 1 will position a large button to the left and index 2 to the right. A developer can
create a dropdown menu button by setting the isContextMenu property to true and defining a
list of menu items and sub-menu items. Menu items can have a title, a tooltip, an action and an
array of subMenusItems. There are some limitations with these drop-down menus. Please
refer to the 'Menu Limitations' paragraph. The data sent to the API to create a custom work card
needs to be localized by the calling third-party widget. The API will enforce validation of the
JavaScript object to ensure it can be displayed in the card. It is up to the third-party widget to
maintain the buttons as the card changes state.

Note: For Custom Cards to work with Customer Journey, it is required that the
[Link] property is set to 'ACTIVE' while the card is in an active state, as
Customer Journey will only be initialised if this property is set to 'ACTIVE'.

Menu Limitations: For the context menu buttons, there are some limitations that a developer
should be aware of. If a developer chooses to configure the parent menu to have sub-menu
items, there will be no search field on the parent menu. Searching on a first-level dropdown
menu is only supported if the menu is configured to have no sub-menus. Searching in a sub-
menu is supported. Developers can create two types of dropdown menus: A menu with no sub-
menus and a search input field or a menu with sub-menus (searching supported within the sub-
menus) and no search input field. Menu items that contain sub-menus are limited to five per
parent menu. Sub-menus or first-level menus without sub-menus will display a maximum of 20
items at a time. There will be searching provided on these types of menus to further refine the
list.

This method accepts the data (required) parameter: a JavaScript Object used to configure the
content, behavior and look of the Custom Card.

The following table displays the properties that data object passed to createCustomCard
method can contain:

Parameter Type Required Description

id string Yes Unique ID of custom card

Unique ID of custom cards

widgetId string Yes
widget to bind to toggles
Title to display on Custom Card
title string Yes
header
Text to display on hover over of
titleTooltip string No
title

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 Parameter Type Required Description
Class name of icon to display in
icon string Yes Custom Card header (see neo
framework for possible values)
Text to display on hover over of
iconTooltip string No
icon in header
Name of color to display in
Custom Card header
color string No
Possible values: ['green',
'yellow', 'red', 'blue', 'grey']
Text to display in card context
summary string No
area
Optional text to display at top of
legTitle string No
Custom Card context area
Optional class name of icon to
legTitleIcon string No
display beside legTitle
Optional text to display on
legTitleTooltip string No
hover of legTitle
Date/Time of when Custom
establishedTime date No Card was established (displays
timer)

updatableTimer boolean No If timer can be restarted or not

countdownTimer boolean No Is the timer a countdown timer

Duration in milliseconds that the

countdownDuration number No timer will count down from, if
countdownTimer is set to true
Array of Buttons to display in
buttons button[] Yes
Custom Card action area
Object containing card data
properties
Possible values:
interactionData object No See onInteractionEvent payload
in the Widget API Events
section for possible object
properties
true/false value to determine if
focusOnCreated boolean No the card is focused
automatically on card creation
Timeout value in milliseconds
menuTimeout number No
for the context menu to wait for
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 Parameter Type Required Description
data to be returned. Set to 8
seconds by default. Only
applicable if using
updateMenuItems API method
Array of keyboard shortcuts and
customShortcuts customShortcut[] No associated actions to associate
with the card
true/false value to determine if
disableDefaultTabActivation boolean No the default tab is rendered
automatically on card focus
true/false value to determine if
isTimerDisabled boolean No the timer is shown on custom
card
true/false value to set the size
largeButtonsEnabled boolean No
of custom card buttons to large

The button object must be in the following format:

Parameter Type Required Description

Text to display on hover over

title string Yes
of button
Class name of icon to display
for button (see neo
icon string Yes
framework for possible
values)
Name of color to use for
button
color string Yes
Possible values: ['green',
'yellow', 'red', 'blue']
No - Property Custom Card ID to give
customCardId string available on button button access to which card
callback object button is attached to
Callback executed when
button has been clicked.
Note: Action callbacks
action function No
triggered when a dropdown
menu is opened only support
calls to [Link]
Button will be a dropdown
isContextMenu boolean No menu and should contain
menuItems
No/ Yes if
Array of menu items to
menuItems menuItem[] isContextMenu is
display in drop down list
true
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 Parameter Type Required Description
Input with a button icon. If set,
will be placed at the top of the
inputWithButton object No
context menu. Can be used
only if isContextMenu is true.
Unique index ranging from 1
to 6 used to determine
position of button. Button will
positionIndex string Yes not display unless a valid
index is specified. If 2 buttons
have the same index, only the
first will display.
A unique ID that can be
assigned to a button. Used
uniqueIdentifier string No when defining
customShortcuts to trigger a
button click
The menuItem object must be in the following format:

Parameter Type Required Description

title string Yes Text to display on menu item

Text to display on hover over

tooltip string No
of menu item
Callback executed when
action function No
menu item has been clicked
Array of subMenuItems to
subMenuItems subMenuItem[] No display in sub-menu of parent
menu item
The subMenuItem object must be in the following format:

Parameter Type Required Description

Text to display on sub-menu

title string Yes
item
Text to display on hover over
tooltip string No
of sub-menu item
Callback executed when sub-
action function No
menu item has been clicked

The inputWithButton object must be in the following format:

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 Parameter Type Required Description

Text to display as input

placeholder string Yes
placeholder

buttonIcon string Yes Icon to display as button

Text to display on hover over

buttonTooltip string No
of button icon
Callback executed when
button has been clicked. Input
action function Yes
value is passed as callback's
parameter
The customShortcut object must be in the following format:

Parameter Type Required Description

A white listed keyboard

combo string Yes
shortcut i.e 'Ctrl + Shift + h'
Callback executed when
button has been clicked.
action function No
Cards value is passed as
callback's parameter
The uniqueIdentifier of the
buttonIdentifier string No
button to click

The following list displays keyboard shortcuts:

• Ctrl then a.
• Ctrl then x.
• Ctrl + Shift + h.
• Ctrl then h.
• Ctrl then t.
• Ctrl + Shift + m.
• Ctrl then d.
• Ctrl then c.
• Ctrl then g.
• Ctrl then e.
• Ctrl then z.
• Ctrl then u.
• Ctrl then o.
• Ctrl then b.
• Ctrl then 1.
• Ctrl then 2.
• Ctrl then 3.
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 • Ctrl then 4.
• Ctrl then 5.
• Ctrl then 6.
• Ctrl then 7.
• Ctrl then 8.
• Ctrl then 9.
• Ctrl then 0.

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 // The following is an example of how to create a custom card
[Link]({
id: 'id',
title: 'title',
titleTooltip: 'titleTooltip',
icon: 'icon',
iconTooltip: 'iconTooltip',
summary: 'summary',
menuTimeout: 10000,
legTitle: 'legTitle',
legTitleIcon: 'legTitleIcon',
legTitleTooltip: 'legTitleTooltip',
establishedTime: new Date(),
updatableTimer: true,
countdownTimer: false,
countdownDuration: 30000,
customShortcuts:[{
combo: 'Ctrl + Shift + h',
buttonIdentifier: 'buttonToClick',
action: function (data) {
[Link]('info', [Link] + ' passed to callback');
}
}],
buttons: [{
title: 'accept',
positionIndex: '1',
icon: 'aoc-accept-call',
color: 'green',
uniqueIdentifier: 'buttonToClick',
action: function (data) {
[Link]('accept clicked');
[Link]('info', 'The button is attached to ' + [Link]);
}
},{
title: 'button-2',
positionIndex: '2',
icon: 'aoc-hold',
isContextMenu: true,
inputWithButton: {
placeholder: 'Input field',
buttonIcon: 'aoc-voice-active',
buttonTooltip: 'My purpose here is to submit the input field value',
action: function (value) {
[Link]('info', value + ' submitted');
}
},
menuItems: [{
title: 'dropdown-menu-item-1',
tooltip: 'tooltip-dropdown-menu-item-1',
action: function () {[Link]('dropdown-menu-item-1 clicked')}

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 },{
title: 'dropdown-menu-item-2',
action: function () {[Link]('dropdown-menu-item-1 clicked')}
}]
}],
interactionData: {
workRequestId: '23498734598723049'
},
focusOnCreated: true
});

updateCustomCard(data)
This method allows third-party developers to update existing custom work cards. Throttling of
one update per second is enforced on custom card updates to ensure better rendering
performance and to prevent flickering or unwanted UI artifacts. This method updates an existing
custom Card that is displayed in the Work Card Area in Workspaces. This method accepts the
data (required) parameter: a JavaScript Object used to configure the content, behaviour and
look of the Custom Card.
The data object passed to updateCustomCard method can contain the following properties:

Parameter Type Required Description

id string Yes Unique ID of custom card

Unique ID of custom cards widget to

widgetId string Yes
bind to toggles
Title to display on Custom Card
title string No
header

titleTooltip string No Text to display on hover over of title

Class name of icon to display in

icon string No Custom Card header (see neo
framework for possible values)
Text to display on hover over of icon
iconTooltip string No
in header
Name of color to display in Custom
Card header
color string No
Possible values: ['green', 'yellow',
'red', 'blue', 'grey']

summary string No Text to display in card context area

Optional text to display at top of

legTitle string No
Custom Card context area

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 Parameter Type Required Description

Optional class name of icon to display

legTitleIcon string No
beside legTitle
Optional text to display on hover of
legTitleTooltip string No
legTitle
Date/Time of when Custom Card was
established (displays timer). Only
establishedTime date No
acceptable if updatableTimer is set to
true

countdownTimer boolean No Is the timer a countdown timer

Duration in milliseconds that the timer

countdownDuratio
number No will count down from. Only acceptable
n
if updatableTimer is set to true
Array of Buttons to display in Custom
buttons button[] No
Card action area
Object containing card data properties
Possible values:
interactionData object No See onInteractionEvent payload in the
Widget API Events section for
possible object properties
true/false value to determine if the
focusOnCreated boolean No card is focused automatically on card
creation
Timeout value in milliseconds for the
context menu to wait for data to be
menuTimeout number No returned. Set to 8 seconds by default.
Only applicable if using
updateMenuItems API method
true/false value to determine if the
disableDefaultTab
boolean No default tab is rendered automatically
Activation
on card focus
true/false value to determine if the
isTimerDisabled boolean No
timer is shown on custom card
largeButtonsEnabl true/false value to set the size of
boolean No
ed custom card buttons to large

The button object must be in the following format:

Parameter Type Required Description

Text to display on hover over of

Title string Yes
button.

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 Parameter Type Required Description
Class name of icon to display for
Icon string Yes button (see neo framework for
possible values).
Name of color to use for button
color string Yes Possible values: ['green', 'yellow',
'red', 'blue'].
No - Property
available on Custom Card ID to give button access
customCardId string
button callback to which card button is attached to.
object
Callback executed when button has
action function No
been clicked.
Button will be a dropdown menu and
isContextMenu boolean No
should contain menuItems.
No/ Yes if
Array of menu items to display in drop
menuItems menuItem[] isContextMenu
down list.
is true
Input with a button icon. If set, will be
placed at the top of the context menu.
inputWithButton object No
Can be used only if isContextMenu is
true.
Unique index ranging from 1 to 6 used
to determine position of button. Button
positionIndex string Yes will not display unless a valid index is
specified. If 2 buttons have the same
index, only the first will display.
The menuItem object must be in the following format:

Parameter Type Required Description

title string Yes Text to display on menu item.

Text to display on hover over of menu

Tooltip string No
item.
Callback executed when menu item
Action function No
has been clicked.
Array of subMenuItems to display in
subMenuItems subMenuItem[] No
sub-menu of parent menu item.

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The subMenuItem object must be in the following format:

Parameter Type Required Description

Text to display on sub-menu

Title string Yes
item
Text to display on hover over
Tooltip string No
of sub-menu item
Callback executed when sub-
Action function No
menu item has been clicked

The inputWithButton object must be in the following format:

Parameter Type Required Description

Text to display as input

placeholder string Yes
placeholder

buttonIcon string Yes Icon to display as button

Text to display on hover over

buttonTooltip string No
of button icon
Callback executed when
button has been clicked. Input
Action function Yes
value is passed as callback's
parameter

// The following is an example of how to update a custom card

[Link]({
id: 'id',
buttons: [{
title: 'button-1',
icon: 'aoc-end',
color: 'red',
action: function (data) {
[Link]('accept clicked');
[Link]('info', 'The button is attached to ' +
[Link]);
}
}, {
title: 'button-2',
positionIndex: '1',
icon: 'aoc-hold',
isContextMenu: true,
menuItems: [{
title: 'dropdown-menu-item-1',
tooltip: 'tooltip-dropdown-menu-item-1',
action: function () {
[Link]('dropdown-menu-item-1 clicked')
}
}, {
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 title: 'dropdown-menu-item-2',
action: function () {
[Link]('dropdown-menu-item-1 clicked')
}
}]
}, {
title: 'context-menu-button-1',
positionIndex: '2',
isContextMenu: true,
menuItems: [{
title: 'dropdown-menu-item-1',
tooltip: 'tooltip-dropdown-menu-item-1',
subMenuItems: [{
title: 'dropdown-submenu-item-1',
tooltip: 'tooltip-dropdown-submenu-item-1',
action: function () {
[Link]('dropdown-menu-item-1-sub-menu-1 clicked')
}
}]
}, {
title: 'dropdown-menu-item-2',
subMenuItems: [{
title: 'dropdown-submenu-item-1',
action: function () {
[Link]('dropdown-menu-item-2-sub-menu-1 clicked')
}
}]
}]
}]
});

deleteCustomCard(data)
This method removes a custom Card from the Work Card Area in Avaya Workspaces. This
method accepts the data (required) parameter: a JavaScript Object used to configure the
content, behaviour and look of the Custom Card.

The data object passed to deleteCustomCard method can contain the following properties:

Parameter Type Required Description

id string Yes Unique ID of custom card

// The following is an example of how to delete a custom card

[Link]({id: 'id'});

createCustomStatePanel(data)
This method allows third-party developers to create a custom state panel. The custom state
panel can be customized to display a title, color and timer, with the option to add up to five
channel icons. The custom state panel will match the display of the existing State panel in the
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footer (that is compressed and uncompressed layouts). When a custom state panel is being
displayed, the standard state panel will not be displayed. This method creates a custom state
panel that will be displayed in the footer area in Workspaces. This method accepts the data
(required) parameter: a JavaScript Object used to configure the content, behaviour and look of
the Custom State Panel.

Note: Only one instance of a Custom State Panel can exist in Avaya Workspaces at any given
time.

Parameter Type Required Description

Text to display in Custom

title String Yes
State Panel
Class name of color to use for
color String No
Custom State Panel

timer boolean No Set to true to display a timer.

List of reason codes

presented when user
attempted to move a channel
reasonCodes string[] No
to a Not Ready state. Limited
to a max of 20 codes.
Duplicates will be ignored
Flag to indicate if providing a
reason code when moving a
mandatoryCodes boolean No
channel to a Not Ready state
in mandatory
The list of channels to
channels channel[] No display. Limited to a max of 5
channels

The channel object must be in the following format:

Parameter Type Required Description

name string Yes The name of the channel

The icon to display when the

readyIcon string Yes
channel is ready
The icon to display when the
notReadyIcon string Yes
channel is not ready

ready boolean Yes State of the channel

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 Parameter Type Required Description
Displayed as part of the icon
reasonCode string No tooltip when the channel is
not ready
The following code block displays an example of creating Custom State Panel:
[Link]({
timer: true,
color: 'blue',
title: 'Awaiting Nailup Call',
reasonCodes: ['Break', 'Lunch', 'Training'],
mandatoryCodes: true,
channels : [
{readyIcon: 'aoc-chat', notReadyIcon: 'aoc-chat-missed', ready: true, name:
'Chat'},
{readyIcon: 'aoc-email', notReadyIcon: 'aoc-email-missed', ready: false, name:
'Email', reasonCode: 'Example Reason Code'}
],
});

updateCustomStatePanel(data)
This method updates a custom state panel that will be displayed in the footer area in Avaya
Workspaces. This method accepts the data (required) parameter: a JavaScript Object used to
configure the content, behaviour and look of the Custom State Panel.

Note: Only one instance of a Custom State Panel can exist in Avaya Workspaces at any given
time.

Parameter Type Required Description

Text to display in Custom

title string Yes
State Panel
Class name of color to use for
color string No
Custom State Panel

timer boolean No Set to true to display a timer.

List of reason codes presented

when user attempted to move
a channel to a Not Ready
reasonCodes string[] No
state. Limited to a max of 20
codes. Duplicates will be
ignored
Flag to indicate if providing a
reason code when moving a
mandatoryCodes boolean No
channel to a Not Ready state
in mandatory
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 Parameter Type Required Description

The list of channels to display.

channels channel[] No
Limited to a max of 5 channels

The channel object must be in the following format:

Parameter Type Required Description

name string Yes The name of the channel

The icon to display when the

readyIcon string Yes
channel is ready
The icon to display when the
notReadyIcon string Yes
channel is not ready

ready boolean Yes State of the channel

Displayed as part of the icon

reasonCode string No tooltip when the channel is not
ready

The following code block displays an example of updating Custom State Panel:
[Link]({
timer: true,
color: 'blue',
title: 'Awaiting Nailup Call',
reasonCodes: ['Break', 'Lunch', 'Training'],
mandatoryCodes: true,
channels : [
{readyIcon: 'aoc-chat', notReadyIcon: 'aoc-chat-missed', ready: true, name:
'Chat'},
{readyIcon: 'aoc-email', notReadyIcon: 'aoc-email-missed', ready: false, name:
'Email', reasonCode: 'Example Reason Code'}
],
});

deleteCustomStatePanel()
This method removes a custom state panel from the footer area in Avaya Workspaces.
The following code block displays an example of deleting Custom State Panel:
[Link]();

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updateMenuItems(data, id)
This method updates the menu items and submenu items contained inside a context menu
button on a custom card. This method is intended to be called from within an action callback on
a button object. Context menu buttons get their unique id passed to the action callback so that it
can be passed to the updateMenuItems API function.
Note: There is an eight second timeout on this update function. If the data does not get returned
from the third-party widget through to the widget API within eight seconds of the button click, the
menu will not load the items and will display 'Unable to load menu items'.
This method accepts the following parameters:

• data (required): An array of menu item JavaScript Objects used to configure the menu
content.
• id (required): The id of the context menu button that was clicked. This property is passed
to the action property function. See below example:

action: function (id) {

[Link](menuItemsObject, id);
}

The menuItemsObject is an array of objects in the following format:

Parameter Type Required Description

title string Yes Text to display on menu item

Text to display on hover over

tooltip string No
of menu item
Callback executed when
action function No
menu item has been clicked
Array of subMenuItems to
subMenuItems subMenuItem[] No display in sub-menu of parent
menu item
The following code block displays an example of updating Menu Items:
var data = [{
title: 'My Team',
tooltip: 'Team members',
subMenuItems: [{
title: 'Ian Power',
action: function (data) {
[Link]('info', [Link] + ' pressed');
}
},{
title: 'Stephen Dunphy',
action: function (data) {
[Link]('info', [Link] + ' pressed');

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 }
},{
title: 'Cathal Jackson',
action: function (data) {
[Link]('info', [Link] + ' pressed');
}

}],
},
{
title: 'Disposition Codes',
tooltip: 'Disposition Codes',
subMenuItems: [{
title: 'Callback Customer',
tooltip: '999',
action: function (data) {
[Link]('info', [Link] + ' pressed');
}
},{
title: 'Discount Offered',
tooltip: '766',
action: function (data) {
[Link]('info', [Link] + ' pressed');
}
}],
}
];

//action property on button object

action: function (id) {
[Link](data, id);
}

searchEnterpriseDirectory(text)
This method searches the enterprise directory (LDAP) for contacts. This method only executes
if the enterprise directory is configured correctly. See the
[Link]() method,
onEnterpriseServiceAvailableEvent and
onEnterpriseServiceUnvailableEvent on how to check for this.
Note: If multiple widgets using this method are added to the same layout (such as Home, Voice,
Email), each widget in the layout receives the same
onEnterpriseContactsReceivedEvent event data. However, each interaction layout
receives unique event data. For example, if you click on the one voice work card and search via
a widget, then click on a separate voice work card, each of the two layouts retains its own
contact search state.
This method accepts the text parameter: the search text. You may search by name, email
address or department.
// Search for a contact
[Link]('Michael D Higgins');

If the search is successful, the onEnterpriseContactsReceivedEvent is raised.

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See the address-book sample widget for further demonstration.

isEnterpriseContactsServiceAvailable()
This method checks if the enterprise directory contacts search is available to make a search.
This returns false if the AADS URL is not set in System Manager or an invalid URL has been
used. Otherwise, it returns true. If this returns false, the widget should react to ensure the
Agent is not allowed to perform a search from the widget. That is search field should be
disabled.
This method is used in conjunction with onEnterpriseServiceAvailableEvent and
onEnterpriseServiceUnvailableEvent events to ensure that the value is accurate in
the scenario where the widget misses these events while loading.
// Check if enterprise directory contacts search is available
var isEnterpriseContactsServiceAvailable =
[Link]();

See the address-book sample widget for further demonstration.

unregister
You can call this method during the clean-up stage to unregister and unload the current widget.
[Link]();

startWork()
This method logs in an agent and puts them into a Ready state. This method only executes if
the [Link] capability is set to true. See Capabilities section for more
information.
// Start Work
[Link]();

See the agent-state sample widget for further demonstration.

startWorkNotReady()
This method logs in an agent and puts them into a Not Ready state. This method only executes
if the [Link] capability is set to true. See Capabilities section for more
information.
// Start Work in a Not Ready state
[Link]();

See the agent-state sample widget for further demonstration.

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setAgentReady()
This method puts an agent into a Ready state. This method only executes if the
[Link] capability is set to true. See Capabilities section for more
information.
// Put agent into a Ready state
[Link]();

See the agent-state sample widget for further demonstration.

setAgentACW()
This method puts an agent into an After Contact Work state. This method relies on capabilities
and only executes if the [Link] capability is set
to true. See Capabilities section for more information.
Note: This is an Elite only feature and will not work on Oceana environments. The 'Enable After
Contact Work' setting must also be enabled through the Workspaces Administrator Settings for
this method to execute.
// Put agent into an After Contact Work state
[Link]();

See the agent-state sample widget for further demonstration.

finishWork()
This method logs out an Agent (but does not exit Avaya Workspaces) and puts them into
a Connected state. This method only executes if the [Link] capability is
set to true. See Capabilities section for more information.
// Log out agent
[Link]();

See the agent-state sample widget for further demonstration.

additionalWork(code)
This method puts an agent into Additional Work mode. This method only executes if the
[Link] capability is set to true. See Capabilities section for more
information.
This method accepts the code parameter: the additional work code to put agent into Additional
Work mode.
// Put agent into Additional Work mode with Additional Work Code
var code = [Link]()[0];
[Link](code);

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See the agent-state sample widget for further demonstration.

setAgentNotReady(code)
This method puts an agent into a Not Ready state with a Not Ready Reason Code. This method
only executes if the [Link] capability is set to true. See
Capabilities section for more information.

This method accepts the code parameter: the reason code to set agent not ready.

// Set agent Not Ready with Reason Code

var code = [Link]()[0];
[Link](code);

See the agent-state sample widget for further demonstration.

bidi(element)
If element is not specified, this method returns direction of the whole document ('ltr' or 'rtl').
Otherwise, this method determines and returns dir applied to specified element.
This method accepts the element parameter: HTML node to determine direction of.
// Get direction of document
var dir = [Link](); // returns 'rtl' in case if rtl-language
// is selected by agent; returns 'ltr' otherwise

// Get direction of specific element

var el = [Link]('<div dir="ltr"><span dir="rtl"><b>Hello
world!</b></span></div>');
var elDir = [Link]([Link]('b').get(0)); // returns 'rtl'

forceReload()
This method forces page to reload without showing dialog box.
// Force page reload
[Link]();

setFocus(interactionId)
This method sets focus on interaction. This method accepts the interactionId parameter: id of
interaction that should be focused.
// Set focus on interaction
[Link](interactionId);

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getOverrideUrl()
This method gets the Override URL set by an Administrator through the Widget Manager, or null
if not set.
Note: The widget must have been built in Workspaces 3.7 or later in order for the override
library URL to work. See Widget Manager section for more information.
// Get the Override URL
var url = [Link]();

See the hello-world sample widget for further demonstration.

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Appendix II: Widget API Events

The Widget API exposes the onDataEvent method to allow widgets to subscribe to various
data events delivered by Workspaces. Ensure that events marked as Requires Interaction
require an interaction context. Any widget leveraging these events will need to be placed on an
Interaction related tab.
The following code block describes how you can subscribe widgets to a data event:
var event = 'onInteractionEvent';
[Link](event, callback);
function callback(data) {
// do something with event data
}

The list below gives information about every event available in Workspaces.

onInteractionEvent
This event is triggered when a new work card (interaction) appears in Workspaces. It is also
triggered each time the interaction is updated. The state property can be used to determine
what state the interaction is currently in (ACTIVE, ALERTING, HELD).

Note: Requires Interaction.

var api = new WidgetAPI(params);
[Link]('onInteractionEvent', function (data) {
// do something with the event data
[Link](data);
});

The following code block displays the payload:

{
"id": "bffae854-9219-4cfc-9fd3-7125f2e76844",
"workRequestId": "00142002901551796576",
"externalInteractionId": "14221",
"channel": "VOICE",
"state": "ALERTING",
"stateReason": "DEFAULT",
"interactionType": "CALLED",
"title": "Stella Pavlova",
"topic": "Support",
"topicId": "3007",
"skill": "IT",
"skillId": "3009",
"direction": "INCOMING",
"isCustomerInteraction": false,
"isWebRtcCall": false,
"userToUserInfo": "172917",
"isConsult": false,
"workCode": "7277",
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 "originatingAddress": "14225",
"destinationAddress": "14221",
"contactId": "00142002901551796576"
}

See the interaction-operations or interaction-messenger sample widgets for further

demonstration.

onChannelStatusUpdateEvent
This event is triggered when the status of a channel on a Custom State Panel gets updated.
[Link]('onChannelStatusUpdateEvent', function (data) {
if ([Link]){
[Link]([Link] + ' is ready');
} else {
[Link]([Link] + ' is not ready');
}
// do something with event data
});

The following code block displays the payload:

{
"name": "Chat"
"notReadyIcon": "aoc-chat-missed"
"ready": false
"readyIcon": "aoc-chat"
"reasonCode": "Lunch"
}

onUserTypingEvent
This event is triggered while user is typing. This event is only triggered once every six seconds.

Note: Requires Interaction.

var api = new WidgetAPI(params);
[Link]('onUserTypingEvent', function (data) {
// do something with the event data
if (![Link]) {
[Link]([Link] + ' ' + [Link] + ' is typing!',
data);
}
});

The following code block displays the payload:

{
"participantType": "CUSTOMER",
"participantName": "Test User",
"participantAddress": "1001",
"muted": false,
"isSelf": true
}

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See the interaction-messenger sample widget for further demonstration.

onFileUploadEvent
This event is triggered after a file upload to the server has been completed.

Note: Requires Interaction.

var api = new WidgetAPI(params);
[Link]('onFileUploadEvent', function (data) {
// do something with the event data
[Link](data);
});

The following code block displays the payload:

{
"attachments": [
{
"partId": "5399B8DF-7038-42B6-9F67-64B9C178D132",
"mimeType": "image/jpeg",
"name": "test_img.JPG",
"size": 8233,
"address":
"[Link]
9F67-64B9C178D132"
}
],
"message": {
"messageId": "09188b9c-1870-4e47-9c23-9728559d430a",
"interactionMediaId": "81a9ed17-1f1e-4b5e-bf3d-273ad638b01f",
"subject": null,
"body": "",
"arrivalDate": "1554475193536",
"lastModifiedDate": "",
"receivedFrom": {
"participantType": "AGENT",
"participantSubtype": null,
"participantName": "Test Agent",
"participantAddress": "(503) 421-9800",
"muted": false,
"isSelf": true
},
"messageEvent": null,
"flags": {
"sensitivity": "PUBLIC",
"importance": "NORMAL",
"encoding": "PLAIN",
"doNotForward": false
},
"parts": [
{

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 "partId": "5399B8DF-7038-42B6-9F67-64B9C178D132",
"mimeType": "image/jpeg",
"name": "test_img.JPG",
"size": 8233,
"address":
"[Link]
9F67-64B9C178D132"
}
],
"sendTo": [],
"type": "WEBCHAT",
"chatMessageEvent": {
"type": null,
"subject": "",
"participants": [
{
"participantType": "AGENT",
"participantSubtype": null,
"participantName": "Test Agent",
"participantAddress": "(503) 421-9800",
"muted": false,
"isSelf": true
},
{
"participantType": "CUSTOMER",
"participantSubtype": null,
"participantName": "user test",
"participantAddress": "test@[Link]",
"muted": false,
"isSelf": false
}
],
"chatEventType": "TRANSFERRED_FILE"
},
"customData": null,
"sensitivity": "PUBLIC",
"importance": "NORMAL"
}
}

See the interaction-messenger sample widget for further demonstration.

onEmailAttachmentUploadEvent
This event is triggered after a email attachment upload to the server has been completed.

Note: Requires Interaction.

var api = new WidgetAPI(params);
[Link]('onEmailAttachmentUploadEvent', function (data) {
// do something with the event data
[Link](data);
});

The following code block displays the payload:

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{
"attachments": [
{
"partId": "5399B8DF-7038-42B6-9F67-64B9C178D132",
"mimeType": "image/jpeg",
"name": "test_img.JPG",
"size": 8233,
"address":
"[Link]
9F67-64B9C178D132"
}
]
}

onFileTransferInitiatedEvent
This event is triggered when the customer starts downloading the file.

Note: Requires Interaction.

var api = new WidgetAPI(params);
[Link]('onFileTransferInitiatedEvent', function (data) {
// do something with the event data
[Link](data);
});

The following code block displays the payload:

{
"attachment": {
"partId": "5399B8DF-7038-42B6-9F67-64B9C178D132",
"mimeType": "image/jpeg",
"name": "test_img.JPG",
"size": 8233,
"address":
"[Link]
9F67-64B9C178D132"
},
"message": {
"messageId": "04b119a8-765a-410f-bdbd-45bf00858107",
"interactionMediaId": "81a9ed17-1f1e-4b5e-bf3d-273ad638b01f",
"subject": null,
"body": null,
"arrivalDate": "0",
"lastModifiedDate": "",
"receivedFrom": {
"participantType": "CUSTOMER",
"participantSubtype": null,
"participantName": "user test",
"participantAddress": "test@[Link]",
"muted": false,
"isSelf": false
},

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 "messageEvent": null,
"flags": {
"sensitivity": "PUBLIC",
"importance": "NORMAL",
"encoding": "PLAIN",
"doNotForward": false
},
"parts": [
{
"partId": "5399B8DF-7038-42B6-9F67-64B9C178D132",
"mimeType": "image/jpeg",
"name": "test_img.JPG",
"size": 8233,
"address":
"[Link]
9F67-64B9C178D132"
}
],
"sendTo": [],
"type": "WEBCHAT",
"chatMessageEvent": {
"type": null,
"subject": "",
"participants": [
{
"participantType": "AGENT",
"participantSubtype": null,
"participantName": "Test Agent",
"participantAddress": "(503) 421-9800",
"muted": false,
"isSelf": true
},
{
"participantType": "CUSTOMER",
"participantSubtype": null,
"participantName": "user test",
"participantAddress": "test@[Link]",
"muted": false,
"isSelf": false
}
],
"chatEventType": "CUSTOMER_DOWNLOAD_INITIATED"
},
"customData": null,
"sensitivity": "PUBLIC",
"importance": "NORMAL"
}
}

See the interaction-messenger sample widget for further demonstration.

onFileTransferCompleteEvent
This event is triggered when the file is fully transferred.

Note: Requires Interaction.

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var api = new WidgetAPI(params);
[Link]('onFileTransferCompleteEvent', function (data) {
// do something with the event data
[Link](data);
});

The following code block displays the payload:

{
"attachment": {
"partId": "19285BFC-09CA-442E-8823-AB0C9A705F71",
"mimeType": "image/jpeg",
"name": "test_img.JPG",
"size": 8233,
"address":
"[Link]
8823-AB0C9A705F71"
},
"message": {
"messageId": "775fa9e0-71a2-44a9-8325-6eade9ceae6c",
"interactionMediaId": "81a9ed17-1f1e-4b5e-bf3d-273ad638b01f",
"subject": null,
"body": null,
"arrivalDate": "0",
"lastModifiedDate": "",
"receivedFrom": {
"participantType": "CUSTOMER",
"participantSubtype": null,
"participantName": "user test",
"participantAddress": "test@[Link]",
"muted": false,
"isSelf": false
},
"messageEvent": null,
"flags": {
"sensitivity": "PUBLIC",
"importance": "NORMAL",
"encoding": "PLAIN",
"doNotForward": false
},
"parts": [
{
"partId": "19285BFC-09CA-442E-8823-AB0C9A705F71",
"mimeType": "image/jpeg",
"name": "test_img.JPG",
"size": 8233,
"address":
"[Link]
8823-AB0C9A705F71"
}
],
"sendTo": [],
"type": "WEBCHAT",
"chatMessageEvent": {

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 "type": null,
"subject": "",
"participants": [
{
"participantType": "AGENT",
"participantSubtype": null,
"participantName": "Test Agent",
"participantAddress": "(503) 421-9800",
"muted": false,
"isSelf": true
},

{
"participantType": "CUSTOMER",
"participantSubtype": null,
"participantName": "user test",
"participantAddress": "test@[Link]",
"muted": false,
"isSelf": false
}
],
"chatEventType": "CUSTOMER_DOWNLOAD_COMPLETE"
},
"customData": null,
"sensitivity": "PUBLIC",
"importance": "NORMAL"
}
}

See the interaction-messenger sample widget for further demonstration.

onInteractionEndedEvent
This event is triggered when a work card (interaction) has been ended. This occurs for all
interaction types. This event is only useful when ACW is enabled so that the widget can be used
to trigger some custom logic when an interaction has ended. Otherwise, as per usual, the
widget will be destroyed once the interaction has ended.

This client side only event is quite limited as the backend does not support an ENDED
interaction state, only ALERTING, ACTIVE and HELD. Therefore, you will see that the event is
triggered in the following scenarios for Voice:

• Agent ends the call.

• Customer ends the call.
• Call is blind transferred (single step transfer).
• Agent A consults Agent B, then Agent A completes as conference (in this case you can
use the interactionType to check for a value of 'CONSULTING').
• Agent A consults Agent B, then Agent A completes as transfer (same as above, you can
use the interactionType if required).

Note: Requires Interaction.

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var api = new WidgetAPI(params);
[Link]('onInteractionEndedEvent', function (data) {
// do something with the event data
[Link](data);
});

The following code block displays the payload:

{
"id": "bffae854-9219-4cfc-9fd3-7125f2e76844",
"workRequestId": "00142002901551796576",
"externalInteractionId": "14221",
"channel": "VOICE",
"state": "ACTIVE",
"stateReason": "DEFAULT",
"interactionType": "CALLED",
"title": "Stella Pavlova",
"topic": "Support",
"topicId": "3007",
"skill": "IT",
"skillId": "3009",
"direction": "INCOMING",
"isCustomerInteraction": false,
"isWebRtcCall": false,
"userToUserInfo": "172917",
"isConsult": false,
"workCode": "7277",
"originatingAddress": "14225",
"destinationAddress": "14221",
"contactId": "00142002901551796576"
}

See the hello-world sample widget for further demonstration.

onCRMDataEvent
If CRM integration is enabled and configured in Workspaces this event is triggered when there
is CRM customer data available for the current work card interaction.

Note: Requires Interaction.

[Link]('onCRMDataEvent', callback);
function callback(data) {
// do something with event data
}

The following code block displays the payload:

{
"attributes": {
"type": "Contact",
"url": "/services/data/v34.0/sobjects/Contact/00358000001aSR2AAM"
},
"birth_date": "1951-10-18",
"created_at": "2015-12-29T[Link].000+0000",
"description": null,
"email": "bond_john@[Link]",

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 "phone_fax": "(312) 596-1500",
"first_name": "John",
"phone_home": "(312) 596-1000",
"user_id": "00358000001aSR2AAM",
"last_name": "Sutherland",
"address": {
"city": null,
"country": null,
"countryCode": null,
"geocodeAccuracy": null,
"latitude": null,
"longitude": null,
"postalCode": null,
"state": null,
"stateCode": null,
"street": "2334 N. Michigan Avenue, Suite 1500\r\nChicago, IL 60601, USA"
},
"address_city": null,
"address_country": null,
"geo_latitude": null,
"geo_longitude": null,
"address_zip": null,
"address_state": null,
"address_street": "2334 N. Michigan Avenue, Suite 1500\r\nChicago, IL 60601, USA",
"phone_mobile": "(312) 596-1563",
"name": "John Sutherland",
"phone_primary": "(312) 596-1000",
"avatar_url": "/services/images/photo/00358000001aSR2AAM",
"title": "VP, Facilities",
"id": "6625a233-abbb-4d0d-9c08-9c421526c614",
"cases": [
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000o6e5AAA"
},
"case_number": "00001013",
"user_id": "00358000001aSR2AAM",
"created_at": "2015-12-29T[Link].000+0000",
"case_closed": true,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Web",
"case_priority": "Medium",
"case_reason": "Equipment Design",
"case_status": "Closed",
"case_subject": "Starting up generator consumes excessive power",
"case_type": "Other"
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000o6e6AAA"
},
"case_number": "00001014",
"user_id": "00358000001aSR2AAM",
"created_at": "2015-12-29T[Link].000+0000",
"case_closed": true,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Phone",

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 "case_priority": "High",
"case_reason": "Installation",
"case_status": "Closed",
"case_subject": "Delay in installation; spare parts unavailable",
"case_type": "Other"
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x7z1AAA"
},
"case_number": "00001044",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
"case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Email",
"case_priority": "Medium",
"case_reason": null,
"case_status": "New",
"case_subject": "Power generation below stated level",
"case_type": null
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x84zAAA"
},
"case_number": "00001079",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
"case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Phone",
"case_priority": "High",
"case_reason": "Breakdown",
"case_status": "Escalated",
"case_subject": "Frequent mechanical breakdown",
"case_type": "Mechanical"
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x80sAAA"
},
"case_number": "00001060",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
"case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Phone",
"case_priority": "High",
"case_reason": "Equipment Design",
"case_status": "Working",
"case_subject": "Motor design hindering performance",
"case_type": "Mechanical"
},
{

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 "attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x7wbAAA"
},
"case_number": "00001037",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
"case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Phone",
"case_priority": "Low",
"case_reason": null,
"case_status": "New",
"case_subject": "Maintenance guidelines for generator unclear",
"case_type": null
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x89pAAA"
},
"case_number": "00001096",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
"case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Phone",
"case_priority": "Low",
"case_reason": null,
"case_status": "New",
"case_subject": "Customer reported another part DRP23423OD failed during
test",
"case_type": null
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x8AnAAI"
},
"case_number": "00001104",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
"case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Email",
"case_priority": "Low",
"case_reason": null,
"case_status": "Working",
"case_subject": "Component part DPR3423DOD was shipped to customer",
"case_type": null
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x7zuAAA"
},
"case_number": "00001052",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
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 "case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Web",
"case_priority": "Low",
"case_reason": "Feedback",
"case_status": "New",
"case_subject": "Easy installation process",
"case_type": "Other"
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x891AAA"
},
"case_number": "00001089",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
"case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Email",
"case_priority": "Medium",
"case_reason": null,
"case_status": "New",
"case_subject": "Wrong component part ordered from manufacturer",
"case_type": null
},
{
"attributes": {
"type": "Case",
"url": "/services/data/v34.0/sobjects/Case/50058000000x83XAAQ"
},
"case_number": "00001072",
"user_id": "00358000001aSR2AAM",
"created_at": "2016-05-13T[Link].000+0000",
"case_closed": false,
"case_deleted": false,
"case_escalated": false,
"case_origin": "Email",
"case_priority": "Medium",
"case_reason": "Installation",
"case_status": "Escalated",
"case_subject": "Delay in installation; spare parts unavailable",
"case_type": "Other"
}
]
}

onContextDataEvent
This event is triggered when customer and context data is available in Chat, SMS, Messaging,
Email and Social work cards. This event can be used to obtain customer details and customer
history data from Chat, SMS, Messaging, Email and Social interactions. You can retrieve max
allowed characters limitations (which is best to manage in your widget) using the
clientValidation array passed within common data object. Depending on your interaction

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channel (Chat, SMS or Social) you're going to get different validation entries with [Link] field
equal to WEBCHAT_MAX_CHAR, SMS_MAX_CHAR or SOCIAL_MAX_CHAR respectively.
Note: Requires Interaction.
[Link]('onContextDataEvent', callback);
function callback(data) {
// do something with event data
}

The following code block displays the payload:

{
"clientValidation": [
{
"data": {
"type": "WEBCHAT_MAX_CHAR",
"value": 10000
},
"type": "CLIENT_VALIDATION",
"description": "",
"id": "6194c3ef-676d-4743-a2a5-a86f5591ce52"
}
]
"customerDetails": [
{
"type": "CUSTOMER_DETAILS",
"data": {
"name": "name1",
"firstName": "firstName1",
"lastName": "lastName1",
"email": "customer@[Link]",
"phonePrimary": "phonePrimary1",
"phoneHome": "phoneHome1",
"phoneMobile": "phoneMobile1",
"phoneFax": "phoneFax1",
"birthDate": "birthDate1",
"address": "address1",
"addressStreet": "addressStreet1",
"addressState": "addressState1",
"addressZip": "addressZip1",
"addressCity": "addressCity1",
"addressCountry": "addressCountry1",
"geoLatitude": "geoLatitude1",
"geoLongitude": "geoLongitude1",
"avatarUrl": "avatarUrl1",
"title": "title1",
"description": "description1",
"department": "department1",
"createdDate": "2017-09-19T[Link].763Z"
},
"description": "",
"id": "87e79cf5-cfee-4960-b776-fa449ae1a98e"
}
],
"customerHistory": [
{
"type": "CUSTOMER_HISTORY",
"data": {
"status": "status1",

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 "subject": "subject1",
"priority": "priority1",
"type": "type1",
"href":
"[Link]
34",
"createdDate": "2017-09-19T[Link].763Z"
},
"description": "",
"id": "f514d6eb-58c3-4750-bb26-f0840b76dd37"
},
{
"type": "CUSTOMER_HISTORY",
"data": {
"status": "status2",
"subject": "subject2",
"priority": "priority2",
"type": "type2",
"href":
"[Link]
71",
"action": "action1",
"id": "id1",
"createdDate": "2017-09-19T[Link].763Z"
},
"description": "",
"id": "96d633e2-9f26-40b9-bf9c-3fbf5241dec3"
}
],
"contextStore": [
{
"type": "CONTEXT_STORE",
"data": "716391",
"description": "Prompted Digits Data",
"id": "a9a65201-0c72-4c1f-8735-9635f064a016"
}
],
"campaignScripts": [
{
"type": "CAMPAIGN_SCRIPT",
"description": "",
"id": "a98416b5-f071-415c-9dfb-5e04af2c70cf",
"data": "[Link]
},
],
"cobrowse": [
{
"type": "COBROWSE",
"id": "45d8c424-796c-466d-8846-41a73c0f43b5",
"data": {
"url": "[Link]
"description": "Cobrowse welcome page"
}
},
],
"fromAddresses": [
{
"type": "ORIGINATOR",
"data": {
"address": "info@[Link]",

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 "description": "text1"
},
"description": "",
"id": "9e9c21d6-dc9e-4603-9046-fe8678d18b8a",
},
{
"type": "ORIGINATOR",
"data": {
"address": "sales@[Link]",
"description": "text2"
},
"description": "",
"id": "863bb132-912c-4013-93e3-8c2af6062dd2",
},
"id": "3bcac1e6-bb7a-4a51-91e7-9777447b70a9",
"interactionId": "db07dc7c-11e6-4f93-9abe-7924bb90b46f"
],
"pagePushUrl": [
{
"type": "PAGE_PUSH",
"data": {
"description": "description1",
"url": "url1"
},
"id": "dcb5e8ea-0d24-42fc-97ab-524f60e1991d",
},
{
"type": "PAGE_PUSH",
"data": {
"description": "description2",
"url": "url2"
},
"id": "3d47b685-1167-44f0-8912-1d06d6a8bc21"
}
],
"screenPop": [
{
"type": "SCREEN_POP",
"id": "b6a9bc1c-ece7-4379-8c39-aaf5d46452c7",
"data": {
"action": "NONE"
"name": "Maps"
"scope": "INTERNAL"
"trigger": "ACTIVE"
"uri":
"[Link] -
9.188836092077002!3d53"
}
},
{
"type": "SCREEN_POP",
"id": "7eb9082e-9bcf-45a9-a033-406a16961303",
"data": {
"action": "CLOSE_ON_END"
"name": "Google"
"scope": "INTERNAL"
"trigger": "ACTIVE"
"uri": "[Link]
}
},

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 ],
"suggestedPhrase": [
{
"type": "SUGGESTED_PHRASE",
"data": {
"name": "name1",
"text": "text1"
},
"description"": "",
"id": "962641e5-544c-4eff-9321-3546a0511f0c",
},
{
"type": "SUGGESTED_PHRASE",
"data": {
"name": "name2",
"text": "text2"
},
"description": "",
"id": "78ccd9c3-326f-436b-adb3-3e922f9937b0",
},
],
"Agent ID": "10002"
"Station ID": "1002"
}

See the interaction-messenger sample widget for further demonstration.

onMediaEvent
This event is triggered when an incoming Chat, SMS, Messaging, Email or Social interaction is
accepted by the user (Agent / Supervisor). This event can be used to obtain Chat, SMS,
Messaging, Email or Social related data such as participants or previously sent media
messages.

Note: Requires Interaction.

[Link]('onMediaEvent', callback);
function callback(data) {
// do something with event data
}

The following code block displays the payload:

{
"interactionId": "803cdebe-a4b9-47d7-b0f6-27fa85dc654c",
"messages": [
{
"messageId": "9DBA8D4C-3BBD-435A-BEFC-031151146AA3",
"interactionMediaId": "02dc3a4c-6bdb-410e-8424-2fc26027884e",
"subject": "",
"body": "I would like to update some details on my car insurance policy.",
"arrivalDate": "2017-12-11T[Link].557Z",
"lastModifiedDate": "",
"receivedFrom": {

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 "participantType": "CUSTOMER",
"participantName": "Josh Davis",
"participantAddress": "(503) 421-9800",
"muted": false,
"isSelf": false
},
"messageEvent": null,
"flags": {
"read": true,
"sensitivity": "CONFIDENTIAL",
"importance": "LOW"
},
"parts": [],
"sendTo": [],
"type": "WEBCHAT",
"chatMessageEvent": {
"subject": "messageEventSubject",
"participants": [
{
"participantType": "AGENT",
"participantName": "Name Steve",
"participantAddress": "1003",
"muted": false,
"isSelf": true
},
{
"participantType": "CUSTOMER",
"participantName": "Josh Davis",
"participantAddress": "(503) 421-9800",
"muted": false,
"isSelf": false
}
],
"chatEventType": "MESSAGE"
},
"read": true,
"sensitivity": "CONFIDENTIAL",
"importance": "LOW"
}
],
"participants": [
{
"participantType": "AGENT",
"participantName": "Name Steve",
"participantAddress": "1003",
"muted": false,
"isSelf": true
},
{
"participantType": "CUSTOMER",
"participantName": "Josh Davis",
"participantAddress": "(503) 421-9800",
"muted": false,
"isSelf": false
}
]
}

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onMediaMessageEvent
This event is triggered when incoming Chat, SMS, Messaging, Social or Email messages are
sent to the user (Agent / Supervisor). This event can be used to obtain Chat, SMS, Messaging
or Social messages and pass them to the widget. In the case of Email, data is received as a
single Email message and it can contain data formatted as text or HTML.

Note: Requires Interaction.

[Link]('onMediaMessageEvent', callback);
function callback(data) {

[Link] = [Link];
}

The following code block displays the payload:

{
"messageId": "059BB79E-FED2-42A7-9FEC-FC230904B09F",
"interactionMediaId": "67313d2d-18fe-4c4b-a457-662c71eed99a",
"subject": "",
"body": "I would like to update some details on my car insurance policy.",
"arrivalDate": "2017-09-20T[Link].064Z",
"lastModifiedDate": "",
"receivedFrom": {
"participantType": "CUSTOMER",
"participantName": "Stella Pavlova",
"participantAddress": "(212) 842-5500",
"muted": false,
"isSelf": false
},
"messageEvent": null,
"flags": {
"read": true,
"sensitivity": "CONFIDENTIAL",
"importance": "LOW"
},
"parts": [],
"sendTo": [],
"type": "WEBCHAT",
"chatMessageEvent": {
"subject": "messageEventSubject",
"participants": [
{
"participantType": "AGENT",
"participantName": "Name Steve",
"participantAddress": "1002",
"muted": false,
"isSelf": true
},
{
"participantType": "CUSTOMER",
"participantName": "Stella Pavlova",
"participantAddress": "(212) 842-5500",
"muted": false,
"isSelf": false
}

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 ],
"chatEventType": "MESSAGE"
},
"read": true,
"sensitivity": "CONFIDENTIAL",
"importance": "LOW"
}

onPagePushUrlEvent
This event is triggered when page push URLs are sent from the Suggested Content widget
while working on a Chat, SMS or Social interaction.

Note: Requires Interaction.

[Link]('onPagePushUrlEvent', callback);
function callback(data) {
[Link] = [Link];
}

The following code block displays the payload:

{
"messageId": "0ABE338F-50E7-4A80-AA8D-CDD7C6793AFC",
"interactionMediaId": "28b07b33-f916-4be9-a07a-c7a9d0a1afd1",
"subject": "",
"body": "[Link]
"arrivalDate": "2019-02-06T[Link].093Z",
"lastModifiedDate": "",
"receivedFrom": {
"participantType": "AGENT",
"participantName": "Agent Chat",
"participantAddress": "1003",
"muted": false,
"isSelf": true
},
"messageEvent": null,
"flags": {
"read": true,
"sensitivity": "PUBLIC",
"importance": "LOW"
},
"parts": [],
"sendTo": [],
"type": "WEBCHAT",
"chatMessageEvent": {
"subject": "messageEventSubject",
"participants": [
{
"participantType": "AGENT",
"participantName": "Agent Chat",
"participantAddress": "1003",

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 "muted": false,
"isSelf": true
},
{
"participantType": "CUSTOMER",
"participantName": "Pat Stumuller",
"participantAddress": "(014) 427-4427",
"muted": false,
"isSelf": false
}
],
"chatEventType": "PAGE_PUSH"
},
"read": true,
"sensitivity": "PUBLIC",
"importance": "LOW"
}

See the hello-world sample widget for further demonstration.

onAgentStateEvent
This event is triggered whenever the agent state changes. This event provides information to
widgets on the current state and reason codes as well as the agent's current capabilities.
[Link]('onAgentStateEvent', callback);
function callback(data) {
// do something with event data
}

The following code block displays the payload:

{
"state": "NOT_READY_PENDING",
"reasonCode": "999",
"agent": {
"capabilities": {
"canDeactivate": false,
"canLogin": false,
"canLogout": true,
"canMentorChat": false,
"canMentorSMS": false,
"canSetAfterContactWork": false,
"canSetNotReady": false,
"canSetWorkMode": false
}
}
}

onNavigationEvent
This event is triggered whenever an icon in the sidebar is clicked. This event can inform widgets
whenever the user navigates or selects a sidebar icon.

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[Link]('onNavigationEvent', callback);
function callback(data) {
// do something with event data
}

The following code block displays the payload:

{
"viewName": "voice",
"context": {
"id": "d4286f6c-c6da-4e96-87e7-297b8d7679db",
"tabId": "aoc-warning-filled",
"userType": "AGENT"
},
"tab": "tab__ddf8bfc6-2604-4113-b7f1-63ba33c1da9b"
}

onLocaleUpdatedEvent
This event is triggered whenever the language setting changes in Workspaces.
[Link]('onLocaleUpdatedEvent', callback);
function callback(data) {
// do something with event data
}

The following code block displays the payload:

{
"locale": "EN"
}

onBeforeTextDirectionChangedEvent
This event is triggered immediately before the document text direction changes as in case
Agent switched from English to Arabic language. This event is triggered when the text direction
in Workspaces changes. Document text direction is set on \ element with dir property.
[Link]('onBeforeTextDirectionChangedEvent', callback);
function callback(data) {
[Link]('Text direction is going to be changed from ', [Link], ' to ',
[Link]);
}

The following code block displays the payload:

{
"from": "ltr",
"to": "rtl"
}

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onStylesheetsReadyEvent
This event is triggered whenever the bidi-alternative stylesheets (re)loading has completed. This
event is triggered only when actual document text direction changes, so when agent switches
from any LTR language (EN, FR, RU) to any RTL language (AR, HE) and vice-versa. It is not
triggered if text direction of considered languages remains the same.

Note: this event is triggered even if your widget does not use separated styles for LTR and RTL
as far as Workspaces itself has built-in bidi-alternative stylesheets.
[Link]('onStylesheetsReadyEvent', callback);
function callback() {
[Link]('All bidi-alternative stylesheets are loaded!');
}

onObserveEvent
This event is triggered to indicate that the current interaction is being observed. This is limited to
AWFOS and not to be confused with supervisor observing of Chats / SMS.

Note: Requires Interaction.

[Link]('onObserveEvent', callback);

The following code block displays the payload:

{
id: '3ef1d1b9-a19a-485e-be17-94a16f523b75',
channel: 'Voice'
}

onCapabilitiesEvent
This event is triggered when the agent or interaction capabilities have been updated.

Note: The getCapabilities API method can also be used to retrieve the latest capabilities
at any time.
[Link]('onCapabilitiesEvent', callback);
function callback(data) {
// do something with event data
}

The following code block displays the payload:

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{
interaction: {
canAccept: false,
canEnd: true,
canHold: true,
canUnhold: false,
canSingleStepTransfer: true,
canConsult: true,
canTransferComplete: false,
canConferenceComplete: false,
canSetDispositionCode: true,
canSetWorkCode: true,
canSendDtmf: true,
canSendMessage: true,
},
channels: {
canStartVoiceInteraction: true
}
}

See the address-book sample widget for further demonstration.

onRequestServicesEvent
This event is triggered when an interaction requests its transfer to service list.
[Link]('onRequestServicesEvent', callback);
function callback() {
// do something when event is triggered
}

onMessageEvent
This event is triggered when other widgets broadcast a data message by using the
sendMessage API method. This event is used primarily for inter-widget communication. This
event will return anything that is sent via the sendMessage API method.
[Link]('onMessageEvent', callback);
function callback(data) {
// do something with event data
}

onTeamMemberEvent
This event is triggered when an agent is expanded in the supervisor dashboard. The object that
is returned from this event is the expanded agent object.
[Link]('onTeamMemberEvent', callback);
function callback(data) {
// do something with team member data
}

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The following code block displays the payload:
{
"userHandle":"mRuane",
"state":"READY",
"capabilities":{
"canLogin":false,
"canSetNotReady":true,
"canLogout":true,
"canSetReady":false,
"canDeactivate":false,
"canSupervisorSetReady":false,
"canSupervisorSetNotReady":true,
"canSupervisorLogout":true
},
"interactions":[
{
"id":"738fbd59-3e07-47fd-af4e-a280c8a08c7a",
"state":"ACTIVE",
"channel":"WEBCHAT",
"direction":"INCOMING",
"created":"2018-05-01T[Link].901Z",
"establishedTime":"2018-05-01T[Link].901Z",
"topic":"Oceana Service",
"isCustomerInteraction":true,
"originatingAddress":"(014) 427-4427",
"destinationAddress":"1001",
"workRequestId":"0074518545435242185724",
"capabilities":{
"canReject":false,
"canSetUui":true,
"canConsult":false,
"canTransferComplete":false,
"canEnd":true,
"canConferenceComplete":false,
"canSetWorkCode":true,
"canSetDispositionCode":true,
"canExtendACW":false,
"canSingleStepTransfer":true,
"canSingleStepTransferToService":true,
"canUnmute":false,
"canUnhold":false,
"canCompleteACW":false,
"canMute":false,
"canSetACW":true,
"canHold":false,
"canIgnore":false,
"canAccept":false,
"canSendDtmf":false,
"canForward":true,
"canSendMessage":true,
"canObserve":true,
"canBarge":false,
"canCoach":false,
"canReply":true,
"canSingleStepConference":false,
"canDefer":false

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 },
"isObserved":false
}
],
"channels":[
{
"state":"READY",
"stateReason":"DEFAULT",
"reasonCode":"",
"providerName":"ngdemc",
"capabilities":{
"canSetCallForwarding":true,
"canCancelCallForwarding":true,
"canStartInteraction":true,
"canStartSupervisorInteraction":true
},
"channelType":"VOICE",
"id":"ad1cbec8-fe15-482b-8085-7d9c7f13f761",
"$$hashKey":"object:644"
},
{
"state":"READY",
"stateReason":"DEFAULT",
"reasonCode":"",
"providerName":"ngdemc",
"capabilities":{
"canSetCallForwarding":false,
"canCancelCallForwarding":false,
"canStartInteraction":false,
"canStartSupervisorInteraction":false
},
"channelType":"WEBCHAT",
"id":"0aeed53d-a50d-46bf-8e7d-681164d90746",
"$$hashKey":"object:645"
},
{
"state":"READY",
"stateReason":"DEFAULT",
"reasonCode":"",
"providerName":"ngdemc",
"capabilities":{
"canSetCallForwarding":false,
"canCancelCallForwarding":false,
"canStartInteraction":true,
"canStartSupervisorInteraction":false,
"canRetrieveInteractions":false
},
"channelType":"EMAIL",
"id":"8cc86248-c214-4b27-81b7-c4ae103b637b",
"$$hashKey":"object:639"
},
{
"state":"READY",
"stateReason":"DEFAULT",
"reasonCode":"",
"providerName":"ngdemc",

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 "capabilities":{
"canSetCallForwarding":false,
"canCancelCallForwarding":false,
"canStartInteraction":false,
"canStartSupervisorInteraction":false
},
"channelType":"SMS",
"id":"2872a9e0-0edc-4126-9b1c-05b22b2c8beb",
"$$hashKey":"object:641"
},
{
"state":"READY",
"stateReason":"DEFAULT",
"reasonCode":"",
"providerName":"ngdemc",
"capabilities":{
"canSetCallForwarding":false,
"canCancelCallForwarding":false,
"canStartInteraction":false,
"canStartSupervisorInteraction":false
},
"channelType":"SOCIAL",
"id":"bb58757e-6115-4ca8-bb57-9075d32fa697",
"$$hashKey":"object:642"
},
{
"state":"READY",
"stateReason":"DEFAULT",
"reasonCode":"",
"providerName":"ngdemc",
"capabilities":{
"canSetCallForwarding":true,
"canCancelCallForwarding":true,
"canStartInteraction":true,
"canStartSupervisorInteraction":true
},
"channelType":"VIDEO",
"id":"fefef219-05b0-4a46-9ad9-681e8e941edf",
"$$hashKey":"object:643"
},
{
"state":"READY",
"stateReason":"DEFAULT",
"reasonCode":"",
"providerName":"ngdemc",
"capabilities":{
"canSetCallForwarding":true,
"canCancelCallForwarding":true,
"canStartInteraction":true,
"canStartSupervisorInteraction":true
},
"channelType":"GENERIC",
"id":"dc3ad786-adef-4acb-8c56-8689e05dba72",
"$$hashKey":"object:640"
}
]
}

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onEnterpriseContactsReceivedEvent
This event is triggered when an Enterprise Directory search has completed and contacts have
been received. This event will return a maximum of 26 results. The Agent must refine in order to
find a better match.
[Link]('onEnterpriseContactsReceivedEvent', callback);
function callback(data) {
[Link] = [Link];
}

The following code block displays the payload:

[
{
id: '123456',
displayName: 'Joe Bloggs',
firstName: 'Joe',
lastName: 'Bloggs',
department: 'Sales',
isFavorite: true,
defaultNumber: '09156761334',
phones: [{
number: '0044568413',
type: 'PHONE_NUMBER_WORK',
isDefault: true
},
{
number: '096879136',
type: 'PHONE_NUMBER_WORK',
isDefault: false
},
{
number: '0871234567',
type: 'PHONE_NUMBER_MOBILE',
isDefault: false
}],
emails: [{
address: 'jbloggs@[Link]',
type: 'EMAIL_ADDRESS_WORK',
isDefault: true
}],
address: {
street: 'Rossaveel',
city: 'Galway',
state: 'Galway',
country: 'Ireland',
postalCode: 'H9189918'
}
},
{
id: '56789',
displayName: 'Mo Salah',
firstName: 'Mo',
lastName: 'Salah',
department: 'Sports',
isFavorite: true,
defaultNumber: '0916979143',

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 phones: [{
number: '0916979143',
type: 'PHONE_NUMBER_WORK',
isDefault: true
}],
emails: [{
address: 'mosalah@[Link]',
type: 'EMAIL_ADDRESS_WORK',
isDefault: true
}],
address: {
street: 'Anfield Road',
city: 'Liverpool',
state: 'Liverpool',
country: 'UK',
postalCode: 'L40TH'
}
}
]

See the address-book sample widget for further demonstration.

onEnterpriseServiceAvailableEvent
This event is triggered when the Enterprise Directory service becomes available. Only when this
is available should the Agent be allowed to perform a search.
[Link]('onEnterpriseServiceAvailableEvent', callback);
function callback() {
// We can now perform a search of the enterprise directory
[Link] = true;
}

See the address-book sample widget for further demonstration.

onEnterpriseServiceUnavailableEvent
This event is triggered when the Enterprise Directory service becomes unavailable. When this
occurs, the Agent should not be allowed to perform a search from the widget, that is search field
should be disabled.
[Link]('onEnterpriseServiceUnavailableEvent', callback);
function callback() {
// Search of the enterprise directory is no longer available
[Link] = false;
}

See the address-book sample widget for further demonstration.

onCustomCardDeletedEvent
This event is triggered when a custom card has been deleted.
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[Link]('onCustomCardDeletedEvent', callback);
function callback() {
// do something with the event data
[Link](data);
}

See the hello-world sample widget for further demonstration.

onCardFocusedEvent
This event is triggered when the interaction is focused.
[Link]('onCardFocusedEvent', callback);
function callback(data) {
// We can do something when an interaction is focused
}

See the hello-world sample widget for further demonstration.

onSSOTokenRefreshEvent
This event is triggered when the SSO token is refreshed.
[Link]('onSSOTokenRefreshEvent', callback);
function callback(data) {
// We can do something here with the new token
}

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Appendix III: Examples

Hello World Widget

The following code block displays the hello-world AngularJS widget that demonstrates
Widget API methods and events triggered when a work cards appears:
[Link]('a04a5141-9a48-4dc5-a7b6-ecb913671060', [
'[Link]'
]).directive('helloWorld', widgetComponent);

function widgetComponent(WidgetAPI) {
function widgetContainer(scope, element, params) {
var api = new WidgetAPI(params);

[Link] = function(message) {
[Link](message, 'random-id');
[Link]('info', 'Widget: ' + message);
};

// interaction event fired when a new interaction comes in or has been updated
[Link]('onInteractionEvent', function(data) {
[Link] = data;
});

// interaction ended event fired when the interaction card has ended
[Link]('onInteractionEndedEvent', function(data) {
[Link] = data;
});

// customer data from CRM (voice only)

[Link]('onCRMDataEvent', function(data) {
[Link] = data;
});

// interaction context data

[Link]('onContextDataEvent', function(data) {
[Link] = data;
});

// media data from chat, sms, email and social interactions

[Link]('onMediaEvent', function(data) {
[Link] = data;
});

// media message data from chat, sms, email and social interactions
[Link]('onMediaMessageEvent', function(data) {
[Link] = data;
});

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 // page push url message data from chat, sms, social
[Link]('onPagePushUrlEvent', function(data) {
[Link] = data;
});

// triggered on agent state changes

[Link]('onAgentStateEvent', function(data) {
[Link] = data;
});

// triggered when the widget receives a message from another widget

[Link]('onMessageEvent', function(data) {
[Link] = data;
});

// triggered on navigation change

[Link]('onNavigationEvent', function(data) {
[Link] = data;
});

// triggered on language change

[Link]('onLocaleUpdatedEvent', function(data) {
[Link] = data;
[Link]('info', 'Widget: Locale was changed');
});

// event fired when a custom card is deleted

[Link]('onCustomCardDeletedEvent', function(data) {
[Link] = data;
});

// called when widget is destroyed

[Link]('$destroy', function() {
[Link]();
scope.$destroy();
});

return {
scope: {},
replace: true,
template: template,
link: widgetContainer
};
}

Web Component Widget

The following code block displays the Web Component widget that displays Agent Displays in a
table by subscribing to the Widget API onDataEvent event:

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class AgentComponent extends HTMLElement {
constructor() {
super();
}

connectedCallback() {
// Get parameters passed to the web component as attributes by context canvas.
const interactionId = [Link]("interaction-id");
const workRequestId = [Link]("work-request-id");
const externalInteractionId = [Link]("external-interaction-id");

// Create widget API passing in parameters

const api = [Link]({

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 interactionId,
workRequestId,
externalInteractionId
});

[Link]("onAgentStateEvent", data => {

[Link](data);
});
const div = [Link]("div");

[Link] = [Link]();
[Link] = "100%";
[Link] = "100%";
[Link] = "100%";
[Link](div);
}

// Returns html to use in component

getTemplate(message) {
return `
<div class="neo-widget" style="height:100%;">
<div class="neo-widget__header neo-icon-home">Agent Details</div>
<div class="neo-widget__content neo-widget__content--indented">
<div class="neo-empty-state">
<div id="simpleTemplateDiv">${message}</div>
</div>

</div>
</div>
</div>`;
}

replaceTemplate(data) {
const templateDiv = [Link]("#simpleTemplateDiv");
let innerHTML = `<table class="neo-table"><thead>
<th>Attribute</th>
<th>Value</th>
</thead>
<tbody>
<tr>
<td>State</td>
<td>${[Link]}</td>
</tr>
<tr>
<td>Reason Code</td>
<td>${[Link]}</td>
</tr>`;

for (let prop in [Link]) {

innerHTML += `<tr><td>${prop}</td><td>${
[Link][prop]
}</td></tr>`;
}
innerHTML += `</tbody></table>`;
[Link] = innerHTML;
}
}
// Define Web Component
[Link]("agent-web-component", AgentComponent);

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Prompted Digits
You can obtain prompted digits from context store data using the Widget API. Then you can use
these digits to trigger behaviour in Avaya Workspaces such as opening a PDF relating to a
customer ID as demonstrated in the prompt-digits sample widget.

If you wish to access the prompted digits from a customer call from a widget, consult the
onInteractionEvent description in the Appendix II: Widget API Events.

The following code blocks display how the context store information is retrieved by subscribing
to the onContextDataEvent. The prompt-digits widget subscribes to the
onContextDataEvent and passes a URL to an iFrame hosted by the widget that will retrieve
a PDF corresponding to the prompt digits retrieved from context store.
var api = new WidgetAPI(params);

[Link] = function(url) {
return $[Link](url);
};

[Link]('onContextDataEvent', function(data) {
[Link] = [Link][0].data;
[Link] = [Link]('_cc.libraryUrl') + '/prompt-
digits/assets/' + [Link][0].data + '.pdf';
});

<div class="neo-widget">

<div class="neo-widget__header aoc-home">Prompt Digits</div>

<div class="neo-widget__content">
<iframe src="{% raw %}{{ ::pdfUrl }}{% endraw %}" width="100%" height="100%"
frameborder="0" allowfullscreen></iframe>
</div>

</div>

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