Virtualized Conversations                                    D. G PetrieInternet-Draft                                                 SIPez LLCIntended status: Standards Track                             7 July 2025Expires: 8 January 2026                The JSON vCon - Contact Center Extension                    draft-ietf-vcon-cc-extension-00Abstract   A vCon is container for data and information relating to a human   conversation.  This document defines an extension for the JSON vCon   schema in support of call, support or contact center application of   the vCon conversational data exchange format.About This Document   This note is to be removed before publishing as an RFC.   The latest revision of this draft can be found at https://ietf-wg-   vcon.github.io/draft-ietf-vcon-cc-extension/draft-ietf-vcon-cc-   extension.html.  Status information for this document may be found at   https://datatracker.ietf.org/doc/draft-ietf-vcon-cc-extension/.   Discussion of this document takes place on the Virtualized   Conversations Working Group mailing list (mailto:vcon@ietf.org),   which is archived at https://mailarchive.ietf.org/arch/browse/vcon/.   Subscribe at https://www.ietf.org/mailman/listinfo/vcon/.   Source for this draft and an issue tracker can be found at   https://github.com/ietf-wg-vcon/draft-ietf-vcon-cc-extension.Status of This Memo   This Internet-Draft is submitted in full conformance with the   provisions of BCP 78 and BCP 79.   Internet-Drafts are working documents of the Internet Engineering   Task Force (IETF).  Note that other groups may also distribute   working documents as Internet-Drafts.  The list of current Internet-   Drafts is at https://datatracker.ietf.org/drafts/current/.   Internet-Drafts are draft documents valid for a maximum of six months   and may be updated, replaced, or obsoleted by other documents at any   time.  It is inappropriate to use Internet-Drafts as reference   material or to cite them other than as "work in progress."Petrie                   Expires 8 January 2026                 [Page 1]Internet-Draft              vCon CC Extension                  July 2025   This Internet-Draft will expire on 8 January 2026.Copyright Notice   Copyright (c) 2025 IETF Trust and the persons identified as the   document authors.  All rights reserved.   This document is subject to BCP 78 and the IETF Trust's Legal   Provisions Relating to IETF Documents (https://trustee.ietf.org/   license-info) in effect on the date of publication of this document.   Please review these documents carefully, as they describe your rights   and restrictions with respect to this document.  Code Components   extracted from this document must include Revised BSD License text as   described in Section 4.e of the Trust Legal Provisions and are   provided without warranty as described in the Revised BSD License.Table of Contents   1.  Introduction  . . . . . . . . . . . . . . . . . . . . . . . .   3   2.  Conventions and Definitions . . . . . . . . . . . . . . . . .   3     2.1.  Terminology . . . . . . . . . . . . . . . . . . . . . . .   3     2.2.  JSON Notation . . . . . . . . . . . . . . . . . . . . . .   4   3.  vCon JSON Object  . . . . . . . . . . . . . . . . . . . . . .   4     3.1.  Party Object  . . . . . . . . . . . . . . . . . . . . . .   5       3.1.1.  role  . . . . . . . . . . . . . . . . . . . . . . . .   5       3.1.2.  contact_list  . . . . . . . . . . . . . . . . . . . .   5     3.2.  Dialog Object . . . . . . . . . . . . . . . . . . . . . .   5       3.2.1.  campaign  . . . . . . . . . . . . . . . . . . . . . .   6       3.2.2.  interaction_type  . . . . . . . . . . . . . . . . . .   6       3.2.3.  interaction_id  . . . . . . . . . . . . . . . . . . .   6       3.2.4.  skill . . . . . . . . . . . . . . . . . . . . . . . .   6   4.  Security Considerations . . . . . . . . . . . . . . . . . . .   6   5.  IANA Considerations . . . . . . . . . . . . . . . . . . . . .   7     5.1.  vCon JSON Registry Additions  . . . . . . . . . . . . . .   7       5.1.1.  vCon Extensions Names Registry  . . . . . . . . . . .   7       5.1.2.  Parties Object Parameter Names Registry . . . . . . .   7       5.1.3.  Dialog Object Parameter Names Registry  . . . . . . .   7   6.  Contact Center Use Cases  . . . . . . . . . . . . . . . . . .   8   7.  Example vCons . . . . . . . . . . . . . . . . . . . . . . . .   8   Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . .   8   References  . . . . . . . . . . . . . . . . . . . . . . . . . . .   9     Normative References  . . . . . . . . . . . . . . . . . . . . .   9     Informative References  . . . . . . . . . . . . . . . . . . . .   9   Author's Address  . . . . . . . . . . . . . . . . . . . . . . . .   9Petrie                   Expires 8 January 2026                 [Page 2]Internet-Draft              vCon CC Extension                  July 20251.  Introduction   This document adds a number of new parameters to the Party Object and   the Dialog Object defined as part of the JSON vCon schema in   [VCON-CORE].  The vCon parameters defined in this document have been   determined to be need and are specific to the contact center uses of   vCon.  The general framework and requirements for defining an   extension to the JSON vCon schema are defined in [VCON-CORE].2.  Conventions and Definitions   The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT",   "SHOULD", "SHOULD NOT", "RECOMMENDED", "NOT RECOMMENDED", "MAY", and   "OPTIONAL" in this document are to be interpreted as described in   BCP 14 [RFC2119] [RFC8174] when, and only when, they appear in all   capitals, as shown here.2.1.  Terminology   *  analysis - analysis, transformations, summary, sentiment, or      translation typically of the dialog data   *  conversation - an exchange of communication using text, audio or      video medium between at least one human and one or more bots or      humans   *  de-identification - removal of all information that could identify      a party in a conversation.  This includes PII as well as audio and      video recordings.  Voice recordings might be re-vocalized with a      different speaker.   *  dialog - the captured conversation in its original form (e.g.      text, audio or video)   *  encrypted form - encrypted JWE document with the JWS signed vCon      form contained in the ciphertext   *  file - a data block either included or referenced in a vCon   *  object - JSON object containing key and value pairs   *  parameter - JSON key and value pair   *  party - an observer or participant to the conversation, either      passive or active   *  payload - the contents or bytes that make up a filePetrie                   Expires 8 January 2026                 [Page 3]Internet-Draft              vCon CC Extension                  July 2025   *  PII - Personal Identifiable Information   *  PII masked - may include voice recordings, but PII is removed from      transcripts and recordings (audio and video).   *  vCon - container for conversational information   *  vCon instance - a vCon populated with data for a specific      conversation   *  vCon instance version - a single version of an instance of a      conversation, which may be modified to redact or append additional      information forming a subsequent vCon instance version   *  vCon syntax version - the version for the data syntax used for      form a vCon   *  signed form - JWS signed document with the unsigned vCon form      contained in the payload2.2.  JSON Notation   This document uses the same JSON notation that is used in   [VCON-CORE].  For the ease of documentation, the convention for JSON   notation used in this document is copied from section 2.2 of   [VCON-CORE].   *  "String" - a JSON string type   *  "A[]" and array of values of type A.   All parameters are assumed to be mandatory unless other wise noted.   Objects or arrays with no or null values MAY be excluded from the   vCon.3.  vCon JSON Object   This vCon extension adds a new extensions parameter name value token.   The string token "CC" should be included in the extensions array of   the vCon Object.  It is not required that consumers of vCons with the   *CC* extension content support this extension.  It does not change   the semantics or remove any parameters form the core vCon schema.   There is no need to list the CC extension name in the *must_support*   parameter.Petrie                   Expires 8 January 2026                 [Page 4]Internet-Draft              vCon CC Extension                  July 20253.1.  Party Object   This vCon extension adds the following new parameters to the Party   Object in support of Contact Center use cases.3.1.1.  role   The role that the participant played in the conversation.  In a call   center there are roles: such as: agents, customer, supervisor and   specialist.  In conferences there are roles: host, cohost, speaker,   panelist, participant and other roles.  The role parameter provides   the ability to label the role that the part played in the   conversation.   *  role: "String" (optional)   The following values for the role parameter MAY be used:   *  "agent"   *  "customer"   *  "supervisor"   *  "sme" (for subject mater expert)   *  "thirdparty"   Other values for the role parameter MAY also be used.3.1.2.  contact_list   In a contact center scenario, the conversation with this party may be   part of a larger effort of contacting a group of parties,   individually or perhaps in groups.  It is sometimes useful to   reference the list from which this party was included.  The   contact_list may be used as a label for foreign key reference to the   contact list that this party was on.   *  contact_list "String" (optional)3.2.  Dialog Object   This vCon extension adds the following new parameters to the Dialog   Object in support of Contact Center use cases.Petrie                   Expires 8 January 2026                 [Page 5]Internet-Draft              vCon CC Extension                  July 20253.2.1.  campaign   In a contact center scenario, a dialog may be initiated as part of a   campaign or set of dialogs initiated with a common goal or focus or   to be handled or treated in a specific way.  The campaign parameter   is string that may be used as a label or foreign key in reference to   an external specification for how the communication is to be   initiated, handled or treated.  In some case it may be appropriate to   attached the campaign data as an Attachment Object.   *  campaign: "String" (optional)3.2.2.  interaction_type   *  interaction_type "String" (optional)   TODO: add enumerated values from JDR3.2.3.  interaction_id   TODO: Is this different from RFC7989 session ID (session_id in core)?   In a contact center scenario, interactions with a party are often   labeled with an identifier.  In some case the interaction is   contained in a single dialog.  In others there may be multiple   dialogs (e.g. messages or calls) that are all part of a single   interaction.  There may also be many interactions for a single   conversation or vCon.  The interaction parameter is used as a label   or foreign key in reference to the interaction ID.   *  interaction_id "String" (optional)3.2.4.  skill   A contact center may service multiple purposes or customers.  In this   scenario it is important to label the conversation segment or dialog.   The agent or automata which services the dialog are required to have   a specific skill.  To facilitate this in a vCon dialog, the skill   parameter is provided.  The string values of the skill parameter are   contact center specific.   *  skill "String" (optional)4.  Security Considerations   Security considerations are covered in the [VCON-CORE] document.   This extension to vCon adds no additional security concerns.Petrie                   Expires 8 January 2026                 [Page 6]Internet-Draft              vCon CC Extension                  July 20255.  IANA Considerations5.1.  vCon JSON Registry Additions5.1.1.  vCon Extensions Names Registry   The following extension name is added to the vCon Extensions Names   Registry.       +================+=============+============+===============+       | Extension Name | Extension   | Change     | Specification |       |                | Description | Controller | Document(s):  |       +================+=============+============+===============+       | CC             | Contact     | IESG       | Section 3 RFC |       |                | Center      |            | XXXX          |       +----------------+-------------+------------+---------------+                                  Table 15.1.2.  Parties Object Parameter Names Registry   The following defines additional values for the vCon Parties Object   Parameter Names Registry.   +==============+======================+============+===============+   | Parameter    | Parameter            | Change     | Specification |   | Name         | Description          | Controller | Document(s)   |   +==============+======================+============+===============+   | role         | agent party role     | IESG       | Section 3.1.1 |   |              |                      |            | RFC XXXX      |   +--------------+----------------------+------------+---------------+   | contact_list | contact_list         | IESG       | Section 3.1.2 |   |              | including this party |            | RFC XXXX      |   +--------------+----------------------+------------+---------------+                                 Table 25.1.3.  Dialog Object Parameter Names Registry   The following defines the initial values for the vCon Dialog Object   Parameter Names Registry.Petrie                   Expires 8 January 2026                 [Page 7]Internet-Draft              vCon CC Extension                  July 2025   +==================+===================+============+===============+   | Parameter Name   | Parameter         | Change     | Specification |   |                  | Description       | Controller | Document(s)   |   +==================+===================+============+===============+   | campaign         | campaign to       | IESG       | Section 3.2.1 |   |                  | which dialog      |            | RFC XXXX      |   |                  | is part of        |            |               |   +------------------+-------------------+------------+---------------+   | interaction_type | dialog            | IESG       | Section 3.2.2 |   |                  | interaction       |            | RFC XXXX      |   |                  | type              |            |               |   +------------------+-------------------+------------+---------------+   | interaction_id   | dialog            | IESG       | Section 3.2.3 |   |                  | interaction       |            | RFC XXXX      |   |                  | id                |            |               |   +------------------+-------------------+------------+---------------+   | skill            | required          | IESG       | Section 3.2.4 |   |                  | skill             |            | RFC XXXX      |   +------------------+-------------------+------------+---------------+                                  Table 36.  Contact Center Use Cases   TODO: insert draft-rosenberg-vcon-cc-usecases here7.  Example vCons   TODOAcknowledgments   *  Thank you to Thomas McCarthy-Howe for inventing the concept of a      vCon and the many discussions that we had while this concept was      developed into reality.   *  Thank you to Jonathan Rosenberg and Andrew Siciliano for their      input to the vCon container requirements in the form of I-D:      draft-rosenberg-vcon-cc-usecases.   *  Thank you to Rohan Mahy for his help in exploring the CDDL schema      and CBOR format for vCon.   *  The examples in this document were generated using the command      line interface (CLI) from the py-vcon [PY-VCON] python open source      project.   *  Thank you to Steve Lasker for formatting and spelling edits.Petrie                   Expires 8 January 2026                 [Page 8]Internet-Draft              vCon CC Extension                  July 2025ReferencesNormative References   [JSON]     Bray, T., Ed., "The JavaScript Object Notation (JSON) Data              Interchange Format", STD 90, RFC 8259,              DOI 10.17487/RFC8259, December 2017,              <https://www.rfc-editor.org/rfc/rfc8259>.   [RFC2119]  Bradner, S., "Key words for use in RFCs to Indicate              Requirement Levels", BCP 14, RFC 2119,              DOI 10.17487/RFC2119, March 1997,              <https://www.rfc-editor.org/rfc/rfc2119>.   [RFC8174]  Leiba, B., "Ambiguity of Uppercase vs Lowercase in RFC              2119 Key Words", BCP 14, RFC 8174, DOI 10.17487/RFC8174,              May 2017, <https://www.rfc-editor.org/rfc/rfc8174>.   [UUID]     Peabody, B. and K. R. Davis, "New UUID Formats", Work in              Progress, Internet-Draft, draft-peabody-dispatch-new-uuid-              format-04, 23 June 2022,              <https://datatracker.ietf.org/doc/html/draft-peabody-              dispatch-new-uuid-format-04>.   [VCON-CORE]              "*** BROKEN REFERENCE ***".Informative References   [CDR]      ITU, "Recommendation Q.825: Specification of TMN              applications at the Q3 interface: Call detail recording",              n.d., <https://www.itu.int/rec/T-REC-Q.825>.   [PY-VCON]  "Python open source vCon command line interface, library              and workflow server", n.d.,              <https://github.com/py-vcon/py-vcon>.   [vCon-white-paper]              Howe, T., Petrie, D., Lieberman, M., and A. Quayle, "vCon:              an Open Standard for Conversation Data", n.d.,              <https://github.com/vcon-dev/vcon/blob/main/docs/vCons_%20              an%20Open%20Standard%20for%20Conversation%20Data.pdf>.Author's Address   Daniel G Petrie   SIPez LLC   Email: dan.ietf@sipez.comPetrie                   Expires 8 January 2026                 [Page 9]