Asking for Internal Help

Prerequisites

• The agent has signed in.

Description

This interface is used by an agent that has signed in to ask for internal help.

Interface Method

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

URI

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

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

innerHelp

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	dstaddress	String	Yes	Indicates the help object. It can be the employee ID of an agent or skill queue ID.
  2	devicetype	Integer	No	Indicates the help device type. The value 1 indicates the skill queue and the value 2 indicates the employee ID of the agent. The default value is 2.
  3	mode	Integer	No	Indicates the help mode. The value 1 indicates asking for help during two-party conversation and the value 2 indicates asking for help during three-party conversation. The default value is 1.
  4	callappdata	String	No	Indicates the call-associated data. It can be left empty. The maximum value is 16 KB.
  5	holdflag	Boolean	No	Whether to hold a call during three-party transfer. The options are false (no) and true (yes). The default value is true.

Response Description

Triggered Event

• Asking for help during two-party
  • AgentEvent_Hold
  • AgentEvent_Customer_Alerting
  • AgentEvent_Talking
• Asking for help during third-party conversion
  • AgentEvent_Customer_Alerting
  • AgentEvent_Conference
• Internal help failure
  • AgentEvent_Consult_Fail

Error Code

• 100-006
• 100-007
• 200-018

Example

• Message header

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

• Request parameter

  {
      "dstaddress": 49997,
      "devicetype": 2,
      "mode": 1,
      "callappdata": "",
      "holdflag": "true"
  }

• Response parameter

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