Help Center/ Cognitive Engagement Center/ API Reference/ Inspection, Monitoring, and Statistics Collection Interface Reference/ Monitoring and Statistics Collection/ Real-Time Data Query/ Real-Time Interfaces for Agents/ Querying Private Calls of a Specified Agent
Updated on 2023-12-19 GMT+08:00
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Querying Private Calls of a Specified Agent

Scenario

This interface is invoked to query private calls of a specified agent. To access a private skill queue, perform the following steps.

If both of the following conditions are met, the system transfers a call to the private skill queue of an agent. When an agent is idle, the agent first answers the calls in the private queue.

  • The call is transferred to the agent.

    Generally, a call is assigned to an agent in the following cases:

    • When a call is in a special situation (such as Skill Timeout, Skill Busy, Skill NoAgents, or Canceling queuing), the call is transferred to another agent.
    • A call is transferred by an agent to another agent for a certain reason.
  • The agent is in talking or working state and cannot handle calls.

Interface Method

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

Internal Encapsulation Interface

BMS interface: /ccbms/ws/monitor/agentprivatecall

Request URL

https://ip:port/rest/cmsapp/v1/openapi/agent/agentprivatecall

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 at 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

agentId

Integer

Yes

Agent ID.

The value ranges from 101 to 59999.

Response Description

Table 3 Parameters in the message body

No.

Parameter

Value Type

Description

1

result

String

Query result. The options are as follows:

  • 0: success
  • Other values: failure

For details about the failure causes, see Error Code Reference.

NOTE:

This field is reserved for compatibility with interface response parameters in 8.13 and earlier versions.

2

resultCode

String

Query result. The options are as follows:

  • 0100000: success
  • Other values: failure
  • For details about the failure causes, see Error Code Reference.

3

resultDatas

Array

Array of IDs of private calls made by an agent in the returned result after a successful query.

NOTE:

This field is reserved for compatibility with interface response parameters in 8.13 and earlier versions.

4

resultDesc

Array

Array of IDs of private calls made by an agent in the returned result after a successful query.

Message Example

  • Request header
    Content-Type: application/json;charset=UTF-8
Authorization: ******************
  • Request parameters
    {
    "ccId":1,
    "vdn":170,
    "agentId":1099
}
  • Response parameters
    {
    "result": "0",
    "resultCode": "0100000",
    "resultDatas": [
        "1605492949-1447"
    ],
    "resultDesc": [
        "1605492949-1447"
    ]
}