Querying Call Information

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

View PDF

Prerequisites

The agent has signed in.

Description

This interface is used by a signed-in agent to query call information.

Interface Method

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

URI

https://ip:port/agentgateway/resource/calldata/{agentid}/callinfo?isNoContainLastCall={isNoContainLastCall}

In the URL, ip indicates the IP address of the agent gateway, port indicates the HTTPS port number of the agent gateway, and {agentid} indicates the ID of an agent. {isNoContainLastCall} indicates whether to query the last call when the current agent has no call. The value is of the boolean type.

**Table 1** Parameters in the URI
No.	Parameter	Data Type	Mandatory (Yes/No)	Description
1	agentid	string	Yes	Agent ID. The value ranges from 101 to 59999.
2	isNoContainLastCall	boolean	No	Whether to query the information about the last call when the current agent has no call. The options are as follows: true: yes false: no

Method Name in Logs

queryCallInfo

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	Call information returned 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	callfeature	int	Call type. For details, see Call Type.
3.2	callid	string	Call ID.
3.3	caller	int	Calling number.
3.4	called	int	Called number.
3.5	callskill	string	Call skill description.
3.6	callskillid	int	Call skill ID.
3.7	orgicallednum	string	Original called number.
3.8	calldata	string	Call-associated data.
3.9	begintime	long	Response start time, in milliseconds. The value is a timestamp.
3.10	endtime	long	Call end time, in milliseconds. The value is a timestamp.
3.11	userPriority	int	Customer level.
3.12	trunkNo	int	Trunk number.
3.13	logontimes	int	Total login duration, in seconds.
3.14	mediaType	int	Media type. The options are as follows: 1: text chat 2: click-to-dial call 4: callback request 5: common voice or video call 15: predicted outbound call 16: previewed outbound call 17: message call 19: common video call 51: multimedia web chat 53: social chat
3.15	mediaAbility	int	Media capability. The options are as follows: 1: voice 2: video 3: voice and video
3.16	waitTime	long	Response waiting time, in seconds. The value is a timestamp.
3.17	trace	HWCallDeviceTraceEx	Extended attribute of the call track. For details, see Table 5.

**Table 5** Parameter description of the trace object
No.	Parameter	Value Type	Description
3.17.1	waitBeginTime	long	Waiting start time, in milliseconds. The value is a timestamp.
3.17.2	waitEndTime	long	Waiting end time, in milliseconds. The value is in the timestamp format. Information about the last call cannot be queried.
3.17.3	answerBeginTime	long	Response start time, in milliseconds. The value is a timestamp.
3.17.4	answerEndTime	long	Answer end time, in milliseconds. The value is in the timestamp format. Information about the last call cannot be queried.
3.17.5	talkBeginTime	long	Conversation start time, in milliseconds. The value is a timestamp.
3.17.6	talkEndTime	long	Conversation end time, in milliseconds. The value is in the timestamp format. Information about the last call cannot be queried.
3.17.7	deviceNo	int	Device ID.
3.17.8	deviceType	int	Device type. The options are as follows: 1: call queue 2: agent 3: automatic flow 4: conference resource 5: paired call 6: agent queue 7: common call
3.17.9	callDirectMode	string	Processing mode of the device, that is, reason for leaving the device. The options are as follows: NORMAL_DIRECT: The device leaves normally. KEEP_DIRECT: The call is held. WAIT_DIRECT: The call is waiting. RELEASE_DIRECT: The call is released.
3.17.10	enterReason	int	Reason for accessing the device. For details, see Table 6.
3.17.11	enterReasonDesc	string	Description of the reason for accessing the device.
3.17.12	leaveReason	int	Reason for leaving the device. For details, see Table 6. The call information of the previous call cannot be queried.
3.17.13	leaveReasonDesc	string	Description of the reason for leaving the device. The call information of the previous call cannot be queried.
3.17.14	vdnId	int	VDN ID

**Table 6** Reason codes
Reason Code	Description
0	Common access or transfer.
1	The call is transferred due to overflow.
2	The call is transferred due to timeout.
3	The call is transferred when no one is on duty.
4	The call is transferred when queuing is cancelled.
5	The call is transferred when an agent does not answer for a long time.
6	The suspended call is resumed.
7	The held call is connected.
8	Three-party help is initiated.
9	The call is unheld.
10	The three-party call is initiated.
11	The call is released by the party who sends the internal help request.
12	The call is intercepted.
13	The call is picked up.
14	Called number analysis is not configured for a call.
15	The user releases the call.
16	The agent releases the call.
17	The call is transferred out.
18	The call is held.
19	Internal processing error.
20	The called party is busy.
21	The line is busy.
22	The phone is powered off.
23	The phone is out of service.
24	The number is invalid.
25	No resource is available on the ACD.
26	The user does not answer the call.
27	The called party rejects the call.
28	The connected call is transferred to a queue.
29	The three-party call is transferred to a queue.
30	The connected call times out when being transferred to a queue.
31	The three-party call times out when being transferred to a queue.
34	The failed network call queues due to timeout, overflow, or busy.
35	The network call queues at the original call center.
36	The queuing call is rerouted.
37	The call enters the CDN through the inbound route.
38	The call enters the CDN from agent consultation.
39	The CDN returns the routing result.
40	CDN routing times out.
41	The agent cancels the call during consultation.
42	The call enters the PGR from a timeout CDN route.
43	The call enters the PGR from a normal CDN route.
44	The call enters the PGR through the inbound route.
45	The call enters the PGR from agent consultation.
46	The CDN reroutes the call because the agent is unreachable.
47	The call queues in multiple queues.
48	The call in the master queue is answered from the slave queue.
50	The agent rejects the call.
51	A user call joins a conference.
52	The conference chairperson proactively releases the conference, or the conference is released due to a CSS exception.
53	The participant is removed from the conference.
54	The call is transferred when the call completion rate is lower than the threshold.
88	The user hangs up after the agent answers the call.
89	The user hooks on after the agent answers the call.

Triggered Event

None

Error Code

100-006

Example

Message header

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

Request parameter
None

Response parameter

{
    "message": "",
    "retcode": "0",
    "result": {
        "callfeature": 0,
        "callid": "1476838963-224",
        "caller": "70004",
        "called": "60015",
        "callskill": "voice",
        "callskillid": 20011,
        "orgicallednum": "",
        "calldata": "",
        "begintime": 1476838963000,
        "endtime": null,
        "userPriority": 0,
        "trunkNo": 65535,
        "logontimes": 0,
        "mediaType": 5,
        "mediaAbility": 1,
        "waitTime": 0,
        "trace": {
            "waitBeginTime": 1626179227000,
            "waitEndTime": 1626179227000,
            "answerBeginTime": 1626179227000,
            "answerEndTime": 1626179227000,
            "talkBeginTime": 1626179227000,
            "talkEndTime": 1626179227000,
            "deviceNo": 2005,
            "deviceType": 2,
            "callDirectMode": "NORMAL_DIRECT",
            "enterReason": 0,
            "enterReasonDesc": "Normal reason",
            "leaveReason": 0,
            "leaveReasonDesc": "Normal reason",
            "vdnId": 214
        }
    }
}

Parent topic: Call Data (calldata)

Previous topic: Call Data (calldata)

Next topic: Querying Call-Associated Data