Synchronizing the Agent Status and Call Information When the Agent Page Is Refreshed

Updated on 2023-09-27 GMT+08:00

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CAUTION:

This interface is used only for status synchronization after the browser is refreshed. Invoking this interface will clear the event queue.

Prerequisites

The agent has signed in.

Description

This interface is used to synchronize the agent status and call information when the agent page is refreshed.

Interface Method

The request method must be set to POST. This interface supports only the POST method.

URI

https://ip:port/agentgateway/resource/onlineagent/{agentid}/syncagentinfo

In the URL, ip indicates the IP address of the agent gateway server, and port indicates the HTTPS port number of the agent gateway server.

**Table 1** Parameter in the URI
No.	Parameter	Data Type	Mandatory (Yes/No)	Description
1	agentid	string	Yes	Agent ID. The value ranges from 101 to 59999.

Method Name in Logs

syncagentinfo

Request Description

Message header

**Table 2** Parameters in the request message header
No.	Parameter	Value Type	Mandatory (Yes/No)	Description
1	Content-Type	string	Yes	Coding mode of the message body. The default value is application/json; charset=UTF-8.
2	Guid	string	Yes	GUID returned by the sign-in interface during static authentication (AUTHMODE is set to 1) or GUID returned by the polling event query interface during dynamic authentication (AUTHMODE is set to 2).

Message body
None

Response Description

**Table 3** Parameters in the message body
No.	Parameter	Value Type	Description
1	message	string	Description.
2	retcode	string	Error code. The options are as follows: 0: success Other values: failure
3	result	object	Object in the returned result after a successful query. For details about the parameters of this object, see Table 4.

**Table 4** Parameter description of **result**
No.	Parameter	Value Type	Description
3.1	callinfo	string	Indicates the call information.
3.2	agentStateInfo	object	Agent status information. Table 5 describes the parameters of this object.

**Table 5** Parameter description of agentStateInfo
No.	Parameter	Value Type	Description
3.2.1	callFeature	int	Indicates the original call type. Feature ID. For details, see Table 6.
3.2.2	callData	string	Indicates the call-related information
3.2.3	lastState	int	Indicates the last status of an agent.
3.2.4	preBusy	boolean	Indicates whether to show busy.
3.2.5	firsttalkingFlag	boolean	Indicates whether the call is the first call.
3.2.6	workNo	string	Agent ID.
3.2.7	qcWorkNo	string	Indicates the ID of an inspector.
3.2.8	callerNo	string	Calling number.
3.2.9	beginHoldTime	string	Start hold time. The value is a timestamp, in milliseconds.
3.2.10	state	int	Agent status. For details about the status code and its meaning, see Table 3.
3.2.11	talkingCallfeature	int	Original call type. For details, see Table 6.
3.2.12	releaseFlag	int	Indicates whether a session is released. This parameter is reserved.
3.2.13	calledNo	string	Called number.
3.2.14	mainCallId	string	Indicates the callid of the first call.
3.2.15	secondTalkingTime	string	Second call duration. The value is a timestamp, in milliseconds.
3.2.16	preRest	boolean	Indicates whether to take a rest.
3.2.17	recordID	string	Indicates the serial number of the recording.
3.2.18	currentTime	string	Current time. The value is a timestamp, in milliseconds.
3.2.19	beginTalkingTime	string	Start call duration. The value is a timestamp, in milliseconds.
3.2.20	partner	string	Indicates the partner.
3.2.21	holdCallId	string	Indicates the callid of the holding call.
3.2.22	agentStateBeginTime	string	Start time of the agent state. The value is a timestamp, in milliseconds.
3.2.23	curCommand	int	Current command. For details, see Table 7.
3.2.24	curCallId	string	Indicates the callid of the current call.
3.2.25	cmdBeginTime	string	Command start time. The value is a timestamp, in milliseconds.

**Table 6** Call type information
State Value	Description
-1	Others.
0	Common inbound call.
6	Internal call.
7	Common call.
41	HPS preempted outbound call.
44	HPS predicted outbound call.
45	HPS reserved callback.
51	Internal two-party consultation.
52	Internal three-party consultation.
53	Multi-party call.

**Table 7** Operation command information
State Value	Description
0	None.
1	The agent hooks on a call.
2	The agent is disconnected.
3	The called party hangs up.
4	First outbound call.
5	Outbound call.
6	Hold state.
7	Unhold state.
8	Mute state.
9	Unmute state.
10	Blind transfer.
11	Release-after-transfer.
12	Talk forwarding.
13	Release-after-three-way-talk forwarding.
14	Hang-up transfer.
15	Special transfer.
16	Two-party help.
17	Three-party help.
18	Three-party call.
19	Playback state.
20	Insertion.
21	Listen.
22	Switch.
23	Intercept.
24	Whisper.
30	Show busy.
31	Rest.

Triggered Event

None

Error Code

100-007
100-011

Example

Message header

Content-Type:application/json; charset=UTF-8
Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1

Request parameter
None

Response parameter

{
    "result": {
        "callinfo": null,
        "agentStateInfo": {
            "callFeature": 0,
            "callData": "",
            "lastState": 255,
            "preBusy": false,
            "firsttalkingFlag": false,
            "workNo": "41001",
            "qcWorkNo": "",
            "callerNo": "",
            "beginHoldTime": null,
            "state": 1,
            "talkingCallfeature": 0,
            "releaseFlag": 0,
            "calledNo": "",
            "mainCallId": "",
            "secondTalkingTime": null,
            "preRest": false,
            "recordID": "",
            "currentTime": "1566636307992",
            "beginTalkingTime": null,
            "partner": "",
            "holdCallId": "",
            "agentStateBeginTime": 1566636286408,
            "curCommand": 0,
            "curCallId": "",
            "cmdBeginTime": ""
        }
    },
    "message": "success",
    "retcode": "0"
}

Parent topic: Agent Operation Interfaces: onlineagent

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