Querying Call Information About All Agents in Batches

Description

This interface is invoked to query real-time call information about all agents in batches.

Interface Method

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

Internal Encapsulation Interfaces

BMS interface: /ccbms/ws/monitor/queryagentCalls

Request URL

https://ip:port/rest/cmsapp/v1/openapi/agentgroup/queryagentcalls

In a public cloud environment, ip indicates the IP address of the CC-CMS server, and port indicates the HTTPS port number of the CC-CMS server. Contact the administrator to obtain the values.In a non–public cloud environment where the NSLB service is configured, ip indicates the IP address of the NSLB server, and port indicates the HTTPS port number of the CC-CMS service mapped on the NSLB server.

Request Description

**Table 1** Parameters in the request header
No.	Parameter	Value Type	Mandatory	Description
1	Content-Type	String	Yes	The value is fixed to application/json; charset=UTF-8.
2	Authorization	String	Yes	For details about the generation mode, see C2 Monitoring, System Outbound Call, CDR, and Knowledge Base Interface Authentication.

**Table 2** Parameters in the message body
No.	Parameter	Value Type	Mandatory	Description
1	ccId	Integer	Yes	ID of a call center. The value ranges from 1 to 65535.
2	vdn	Integer	Yes	ID of a VDN. The value ranges from 1 to 5000.
3	agentIds	Array	Yes	Array of agent IDs. The maximum length of the array is 3000. The value ranges from 101 to 59999.

Response Message

**Table 3** Parameters in the message body
No.	Parameter	Value Type	Description
1	resultCode	String	Query result. The options are as follows: 0100000: success Other values: failure For details about the failure causes, see Error Code Reference.
2	resultDesc	Array	Object array in the returned result after a successful query. For details about the parameters of this object in the array, see Table 4.

**Table 4** Parameters of resultDesc
No.	Parameter	Value Type	Description
2.1	agentId	Integer	Agent ID.
2.2	callList	Array	Call information array. For details about the parameters of this object, see Table 5.

**Table 5** Parameters of callList
No.	Parameter	Value Type	Description
2.2.1	callId	String	Call ID.
2.2.2	callStatus	Integer	Call status. For details, see Table 6.
2.2.3	callInOut	Integer	Inbound and outbound call flags. The value 0 indicates inbound call, and 1 indicates outbound call.
2.2.4	mediaType	Integer	Media type. For details, see Table 1.

**Table 6** Call status
No.	Call Type	Description
0	IDLE	Indicates that the called party is idle (no call).
1	OCCUPY	Indicates that the called party is occupied.
2	QUEUE	Indicates that the call is queuing in a skill queue.
3	PRIVATE_QUEUE	Indicates that the call is queuing in a private skill queue.
4	ALERTING	Indicates that the phone of the called party rings and waits for answer.
5	TALK	Indicates that the calling and called parties are in conversation or interaction.
6	HOLD	Indicates that the call is held.
7	SUSPEND	Indicates that the call is suspended.
8	MUTE	Indicates that the call is muted.
9	TRITALK	Indicates that a three-party call is initiated.

Message Example

Request header

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

Request parameters

{
    "ccId":1,
    "vdn":170,
    "agentIds":[1031,1099]
}

Response parameters

{
  "resultCode": "0100000",
  "resultDesc": [
    {
      "agentId": 1034,
      "callList": []
    },
    {
      "agentId": 1099,
      "callList": [
        {
          "callId": "1605494261-1449",
          "callStatus": 5,
          "callInOut": 0,
          "mediaType": 5
        }
      ]
    }
  ]
}

Parent topic: Real-Time Interfaces for Agents

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