Switching Between Voice and Video Calls

Prerequisites

• The agent has signed in.
• The agent has an ongoing voice call.

  Currently, the voice and video switchover is supported in the following scenarios:

  • An agent initiates a voice call or a customer dials a called route to connect to an agent. After the voice call is connected, the agent can switch the voice call to a video call.
  • A call is held, unheld, muted, or unmuted.
  • A call is transferred to an agent or a skill queue.
• 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

A video agent can switch a voice call to a video call.

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}/mediaswitch?mediaType=3&videoDirection=4

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

mediaSwitch

Request Description

• Message header

  Table 2 Parameter 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.

• Message body

  None

Response Description

Triggered Event

• AgentEvent_MediaSwith
• AgentMediaEvent_StopRecordDone
• AgentEvent_Call_Release

Error Code

• 200-027
• 200-028
• 200-029
• 200-030

Example

• Message header

  Content-Type:application/json; charset=UTF-8

• Request parameter

  None

• Response parameter

  {
    "result": {},
    "message": "success",
    "retcode": "0"
  }