Help Center/ Cognitive Engagement Center/ API Reference/ Agent Workbench Interface Reference/ Appendix/ Events/ Events Related to Disaster Recovery
Updated on 2023-09-27 GMT+08:00
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Events Related to Disaster Recovery

  • Identifier:

    Agent_Recover

  • Function:

    This event indicates that the CC-Gateway is recovered after being restarted for the current agent.

  • Additional information:

    None

  • Example:

    {"message":"","retcode":"0","event":{"eventType":"Agent_Recover","workNo":"49999","content":{"agentStatus":"4"}}}

    If this event is received, an abnormal switchover occurs in the CC-Gateway. During the switchover, some interface invoking operations and events of the current call are affected, and the next call is not affected.

    The scenarios that may be affected are as follows:

    1. In scenarios such as the two-party help-seeking and three-party help-seeking (help-seeking from a skill queue, an agent, or an external number), some events such as AgentEvent_Call_Release, AgentEvent_Customer_Release, and AgentEvent_Talking are missing.
    2. In scenarios such as success transfer, talk transfer, and three-party transfer, some events such as AgentEvent_Call_Release, AgentEvent_Customer_Release, AgentEvent_Talking, and AgentEvent_Call_Release are missing.

    The rectification method is as follows:

    1. Hang up the phone of the agent (such as the softphone, fixed-line phone, or mobile phone).
    2. Sign out of the system manually and then sign in again as the agent.
Parent topic: Events