Help Center/ Cognitive Engagement Center/ API Reference/ Agent Workbench Interface Reference/ Appendix/ Events/ Audio and Video Call Event/ Inbound Call Notification
Updated on 2023-09-27 GMT+08:00
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Inbound Call Notification

  • Identifier

    AgentEvent_Incoming_CallInfo

  • Function

    This event notifies an agent of an inbound call.

  • Additional information

    callId: unique call ID.

    skillName: skill queue name.

    skillId: skill queue ID.

    caller: calling number.

    called: called number.

    lastReleaseAgentId: ID of the agent who released the call last time.

    mediaType: media type.

    releaseAndReQueueCount: number of times the call is released by an agent and rerouted.

    releaseAndReQueueCallFlag: whether the call is rerouted after being released by an agent. The options are 0 (no) and 1 (yes).

  • Example

    {"eventType": "AgentEvent_Incoming_CallInfo","workNo": "56020","content": {"callId": "1669951418-12166","skillName": "defaultVideoSkill","skillId": 1, "caller": "88880165","called": "310300","lastReleaseAgentId": 65535,"mediaType": 19,"releaseAndReQueueCount": 0,"releaseAndReQueueCallFlag": 0}}