Making a Common Outbound Call

Prerequisites

• The agent has signed in.
• The agent is not answering any call (except a held call).
• To use the unidirectional video capability to specify the user video direction, for example, the user only receives but does not send videos, or the user only sends but does not receive videos, you have logged in to the CDE of the UAP9600 and run the following MML commands to check and modify the related parameter.
  1. Check whether both Bit and Bit Value of the software parameter P978 are set to 0.

     LST SFP: ID=P978;

  2. If no, run the following command to modify the parameter:

     MOD SFP: ID=P978, MODTYPE=P1, BIT=0, BITVAL=0;

Description

This interface is used by an agent that has signed in to make an outbound call.

Interface Method

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

URI

https://IP address:Port number/agentgateway/resource/voicecall/{agentid}/callout

If the CC-Gateway is deployed in single-node mode, set IP address to the CC-Gateway server address and Port number to the HTTPS port number of the CC-Gateway server (the default value is 8043). If the CC-Gateway is deployed in cluster mode, set IP address to the NSLB address and Port number to the default value 8043.

For the CC-Gateway port number on the NSLB, log in to any NSLB node as the nslb user and run the ./nslbctl l command to query the port number. In the query result, the following port is opened by the CC-Gateway to third-party systems through the NSLB.

In the SaaS scenario, contact O&M personnel to obtain the values of IP address and Port number.

Method Name in Logs

callout

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

  Table 3 Parameters in the message body

  No.	Parameter	Value Type	Mandatory (Yes/No)	Description
  1	caller	String	No	Calling number. The value can be empty. If the value is empty, the default calling number of the platform is used. The value can contain a maximum of 24 digits. NOTE: This field does not take effect when the agent has the "not entering the outbound calling number" permission.
  2	called	String	Yes	Called number. The value cannot be empty and can contain 1 to 24 characters, including only digits, asterisks (*), and number signs (#).
  3	skillid	Integer	No	Skill ID. The value is a number and can be left empty. When the parameter is left empty, the default skill ID configured on the platform is used.
  4	callappdata	String	No	Call-associated data. The value can be empty. The maximum length is 16 KB.
  5	mediaability	Integer	No	Media capability. The default value is 0. The options are 0 (voice), 1 (video), and 2 (call with the maximum capability, which is negotiated by the host with the terminal). NOTE: When a video call is switched to a voice call, the call will be directly disconnected after being answered because media negotiation fails. You are advised to set mediaability to 2 (call with the maximum capability) for video outbound calls.
  6	userVideoDirection	Integer	No	User video direction. The options are as follows: 1: The user only receives videos but does not send videos. 2: The user only sends videos but does not receive videos. 3: The user sends and receives videos. 4: The receiving and sending directions are not set. Default value: 4 NOTE: This parameter can be used only when mediaability is set to 1.
  7	uuiData	String	No	IE data, which can be empty. The value contains a maximum of 200 bytes.

Response Description

Triggered Event

• AgentOther_PhoneAlerting
• AgentOther_PhoneOffhook
• AgentState_Busy
• AgentEvent_Customer_Alerting
• AgentEvent_Talking
• AgentEvent_Call_Out_Fail
• OUTBOUND_DETECT_EVENT

If P18 is set to 1 (default value: 0) on the Web Configuration Console > System Configuration > Advanced Parameter > Software Parameter page, the agent outbound call flow changes the agent status to working and then connects to the agent's phone. When the outbound call agent fails to be occupied (the agent status does not change to working), the system directly returns a message indicating that the outbound call fails and no longer connects to the agent's phone. In this case, the following events are not triggered:

• AgentOther_PhoneAlerting
• AgentOther_PhoneOffhook

Error Code

• 000-002
• 100-006
• 100-007
• 200-001

Example

• Message header

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

• Request parameter

  {
      "caller": "40038",
      "called": "40040",
      "skillid": 25,
      "callappdata": "",
      "mediaability": 1,
      "userVideoDirection": 4
  }

• Response parameter

  {
      "message": "",
      "retcode": "0",
      "result": "1455885056-1095"
  }