Customer Engagement Center
Customer Engagement Center
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All results for "
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Service Overview
Introduction to the CEC
Differences Between the CEC and On-Premises Contact Center
Functions in the Present and Future
CEC Application Scenarios
CEC Security Assurance
CEC Reliability Assurance
Getting Started
Getting Started
Using the CEC
Applying for Commercial Use
Making the First Call
Greeting the Robot
User Guide
CEC Operation Guide
Enabling the CEC
Updating Enterprise Information
Creating a Call Center Instance
Managing Resources
Deleting an Agent
Deleting a Chatbot
Managing Access Codes
Applying for Connecting to a Self-Owned Access Code
Viewing Call Duration Statistics
Tenant Administrator Guide
Tenant Space
Configuring the Employee Center
Configuring OUs
Configuring Role Permissions
Configuring Employee Information
Importing Federated Users
Configuring User Groups
Configuring Account and Password Rules
Managing Account Locks
Managing Sessions
Enabling Manual Services
Voice and Video Services
Maintaining a Tenant Space Skill Queue
Configuring the Queue Waiting Tone
Configuring the Hold Waiting Tone
Configuring Called Routes
Associating an Allocated Agent ID with a Business Account and Skill Queue
Configuring the Agent Answering Mode
Agent Workbench
Configuring Call Reasons
Configuring Rest Reasons
Configuring Contact Record Data Items
Creating a Customized Extended Field
Creating a Basic Extended Field
Configuring the Contact Customer Information Area
Configuring the Voice Notification Function
Configuring the One-Click Bidirectional Call Function
Configuring Screen Pop-ups
Configuring Pages
Configuring Dynamic Data Tables
Querying Table Data
Managing the Multimedia Library
Configuring Identity Authentication Processes
Other Configurations
Configuring the Fault Prompt Tone
Configuring Satisfaction Surveys
Configuring the Customized Tone (Agent Ringback Tone)
Configuring Page Message Notifications
Configuring Voice Silent Agents
Managing Messages
Viewing Contact Records
Viewing Bidirectional Call Records
Configuring the Online Chat Service Time
Viewing Skill Queue Adjustment Records
Viewing Identity Authentication Records
Managing Documents
Managing Harassment Records
Configuring Service Guidance
Configuring SmartCare Integration Information
Configuring a Mobile Agent
(Optional) Configuring an Inbound Call Flow
Configuring a Mobile Agent in the AICC
Configuring Multimedia Channels
Configuring the WeChat Channel
Configuring the Web Channel
Configuring the X (Twitter) Channel
Configuring AICC Information
Configuring the 5G RCS Channel
Configuring the Email Channel
Configuring the LINE Channel
Configuring the WhatsApp Channel
Configuring the SMS Channel
Configuring the Instagram Channel
Configuring Instagram Information
Configuring AICC Information
Configuring the Telegram Channel
Configuring Telegram Information
Configuring AICC Information
FAQ
How Do I Set the Click-to-Dial Called Route?
How Do I Enable the Last Agent Mode?
How Do I Set Session End Due to No Customer Reply?
How Do I Set Session Transfer Due to No Agent Reply?
How Do I Set Session Transfer?
How Do I Set the Third-Party Authentication Key?
How Do I Enable Offline Messages?
How Do I Enable Message Push?
Message Push Interface Specifications
How Do I Enable the Auto Reply and Non-Workday Reply Functions?
How Do I Enable Connection to the Intelligent Robot?
How Do I Enable Connection to the Robot Assistant?
Creating an App Using a Facebook Developer Account
How Do I Set Automatic Email Reply?
Robot Management and Configuration Guide
Getting Started
Common Concepts
Environment Preparation
Greeting the Robot
Configuring an Intelligent Robot
Overview
Configuring an Appointment Chatbot (Task-oriented Robot)
Configuration Scenario
Adding Business Interfaces
Adding Resource Templates
Adding an Intention
Adding Flows
Importing Flows
Adding Gray Rules
Publishing a Flow
Configuring a Robot
Testing a Robot
Viewing Flow Tracks
Performing Dialog Tests
Adding a Q&A-oriented Robot
Other Operations
Managing Variables
Maintaining Stored Procedures
Creating Work Calendar Templates
Adding Data Tables
Adding Domains
Adding Entities
Adding Sensitive Words
Adding Knowledge Gray Rules
Managing Models
Managing Robot Test Cases
Reviewing a Historical Message
Processing a Question Clustering Task
Setting Intelligent Engine Parameters
Managing the Call History
Querying the Call History
Querying the Call Statistics Dashboard
Querying the Service Capability Dashboard
Querying the Knowledge Dashboard
Viewing Flow Analysis
Checking Flows
Adding Gray Rules
Configuring 2D Virtual Humans
Configuring the SmartCare Intelligent Robot
Configuring an Intelligent IVR Flow
Testing the Intelligent Robot
Reference
Diagram Elements
Start
Robot Reply
Conversation Analysis
Subflow
Call Ending
Switching Between Voice and Video Calls
Voice Playback
Voice Playback and Digit Collection
Language Selection
Semantic Recognition
Menu Configuration
Call Transfer
Error Count Clearance
Branch Judgment
Logic Loop
Variable Assignment
Rule Validation V2
Time Selection
Interface Invocation
Data Table
Stored Procedure
Information Query
User Level
Message Leaving
SMS
Satisfaction Configuration
Key Recognition (Expired and Not Recommended)
Rule Verification (Expired and Not Recommended)
Date Processing (Expired and Not Recommended)
SMS Sending (Expired and Not Recommended)
JSON Data Invoking (Expired and Not Recommended)
Composite
Avatar Reply
Connection Lines Between Diagram Elements
Parameters
System Variable (SYS)
Intention/Slot Variable (TOC)
Global Variable (GLOBAL)
Flow Variable (FLOW)
IVR Request Variable (IVRREQUEST)
TUC Interfaces
/chatbot/rest/tuc/v1/nlp/detectRegularEntity
/chatbot/rest/tuc/v1/nlp/identify
/chatbot/rest/tuc/v1/recommendFaq
/chatbot/rest/tuc/v1/qualityInspection/qiOnline/recognize
/chatbot/rest/tuc/v1/nlp/feedback
/chatbot/rest/tuc/v1/nlp/textClassify
/chatbot/rest/tuc/v1/nlp/detectEntity
/chatbot/rest/tuc/v1/qualityInspection
Built-in Functions
FAQs
Why Do I Need to Configure Stop Words?
Why Are Some Intentions Matched Despite Low Matching Rates?
Why TTS Cannot Identify the Date Format?
How Do I Configure the Scenario Where Multiple Slots Are Filled Repeatedly?
How Do I Resolve the Problem of Infinite Loop During Interaction Between the IVR and ODFS?
How Do I Configure the Number of Voice Recognition Errors in a Flow?
How Do I Configure an Entity That Matches Any Character String?
What Causes Incorrect ASR?
How Do I Transfer the Disconnection Reason Code to the Specified Business Interface?
How Do I Configure the Language Recognition Interface?
How Do I Configure Dynamic Flow Variables?
How Do I Use a Rule Corpus?
How Do I Assign Values to and Use Lists and Objects?
How Do I Parse Call-associated Data?
How Do I Press a Key to Collect Digits or Return to the Upper-Level Menu When the Play Voice & Collect Digit Diagram Element Does Not Support the Asterisk (*) Key?
Operator: Configuring a Common IVR
Introduction to the IVR Flow
Managing Voice and Video Resources
Configuring a Common IVR
Creating a Flow
Editing a Flow
Publishing a Flow
Configuring Robot Tracking
Configuring a Called Route
Configuring a Flow Track
Configuring IVR Recording
Querying Flow Transfer Records
Typical Configuration Example
Diagram Elements
Start
Subflow
Call Ending
Switching Between Voice and Video Calls
Voice Playback
Voice Playback and Digit Collection
Language Selection
Menu Configuration
Call Transfer
Error Count Clearance
Branch Judgment
Logic Loop
Variable Assignment
Rule Validation V2
Interface Invocation
Data Table
Stored Procedure
Time Selection
Information Query
User Level
Message Leaving
SMS
Survey
Satisfaction Configuration
Call Ending (Expired and Not Recommended)
Condition Judgment (Expired and Not Recommended)
Ringing (Expired and Not Recommended)
Response (Expired and Not Recommended)
User Level (Expired and Not Recommended)
Time Selection (Expired and Not Recommended)
Assignment (Expired and Not Recommended)
Transfer (Expired and Not Recommended)
Interface Invocation (Expired and Not Recommended)
Configuring the Preconfiguration Intelligent Flows
Importing Flows
Configuring the Intelligent Agent Assistant
Overall Configuration
Scripts
Q&As
Sensitive Words
Configuring the Intelligent Agent Assistant Flow
Greeting Resource Templates
Configuring the Intelligent Information Matching Flow
Greeting Resource Templates
Interface Invoking Diagram Element
Response Templates Returned to the Semantic Recognition Invoker
Configuring the Satisfaction Feedback Flow
Releasing Flows and Testing Calls
Flows
Call Tests
Large Language Model Service Zone
LLM-based Application Services
Preparation
Configuring a Model
LLM-based Agent Assistant
Selecting a Model Type.
Configuring Information on the LLM Engine
Configuring Information on the ODFS
Configuring Information on the TUC
Configuring Information on the Workbench
Verification
Building the LLM-based Intelligent Case Filling Service
Configuring Information on the LLM Engine
Configuring Case 2.0 Information
Customized Case Field
Case Template
Case Type
Configuring Information on the ODFS
Verification
Mining the FAQ Knowledge Base Based on a Large Language Model
Configuring Information on the LLM Engine
Configuring Information on the TUC
Configuring Information on the ODFS
Refining Response Based on a Large Language Model
Configuring Information on the LLM Engine
Verification
Summarizing Sessions Based on a Large Language Model
Configuring Information on the LLM Engine
Verification
Small Language Model Zone
Building the Intelligent Case Filling Service Based on a Small Language Model
Configuring Case 2.0 Information
Configuring Information on the ODFS
Verification
IVR Journey Analysis
KPI Description
IVR Overview
Flow Analysis
KPI Analysis
Version Comparison
Optimization Suggestion
Alarm Event
Warning Condition
Monitoring Outbound Call Risks
Managing Cases
About This Document
Getting Started
Adding an Account
Handling Your First Case
Administrator Guide
Case Configuration
Case Status
Customized Case Field
Case Template
Case Content Template
Case Type
Case Assignment Rule
Case SLA Rule
Case Reminder
Case Role
Case Queue
User Role
Case Handling
Creating a Case
Creating a Customer
Viewing Cases Associated with a Customer
Merging Cases
Transferring a Case
Accepting a Case
Searching for Cases
Case Details
Case Report
Handling a Task
Historical Case
FAQs
What Do I Do If Two Languages Are Displayed on the Case Page After Language Switching
Managing Inspections
Overview on Inspection Management
Typical Scenario: Configuring Manual Inspection Tasks
Managing Manual Inspections
Configuring Rating Items
Configuring Rating Templates
Managing Inspection Categories
Managing Inspection Object Types
Managing Inspection Relationships
Configuring Inspection Tasks
Viewing All Inspection Results
Typical Scenario: Configuring AI Inspection Tasks
Managing AI Inspections (Self-Developed)
Managing Sentences
Managing Sensitive Words
Configuring Inspection Rules
Configuring Silence Rules
Configuring Dialog Rules
Configuring Speed Rules
Configuring Interruption Rules
Configuring Inspection Rating Rules
Configuring Business Scenarios
Viewing AI Inspection Results
Configuring Sample Inspection Plans
Creating Sample Inspection Tasks
Performing Text and Speech Analysis
Configuring Text Analysis
Searching for Inspection Results Based on Keywords
Viewing the Word Frequency
Collecting Text Analysis Indicator Statistics
Configuring Custom Indicators
Managing Indicator Categories
Managing the Notification Center
Configuring Bulletin Types
Configuring SMS Messages
Configuring Gateways
Configuring SMS Gateways
Configuring Email Gateways
Monitoring Gateways
Configuring Notification Settings
Configuring Variables
Configuring Notification Templates as an Administrator
Configuring Message Receiving Routes
Sending Notifications as an Administrator
Viewing Notifications
Managing the Customer Center
Making Intelligent Outbound Calls
Overview of Outbound Call Tasks
Preparations for Creating Outbound Call Tasks
Managing Special Dates
Managing Blocklisted Outbound Numbers
Defining Business Results
Defining Outbound Call Data Attributes
Defining Outbound Call Results
Creating Outbound Call Templates
Managing the Special List
Configuring an Outbound Call File Server
Importing Mapping Rules
Managing Task Groups
Managing Outbound Call Tasks
Creating Common IVR Outbound Call Tasks or Intelligent Robot Outbound Call Tasks
Creating Predicted Outbound Call Tasks
Creating Previewed Outbound Call Tasks
Creating Preempted Outbound Call Tasks
Creating Fixed Outbound Call Tasks
Creating Manual Outbound Call Tasks
Configuring an Outbound Call Task
Configuring Outbound Call Data
Viewing Reservation Details of an Outbound Call Task
Viewing Outbound Call Results
Viewing Survey Statistics
Managing Outbound Call Tasks in Batches
Managing Multimedia Marketing
Configuring Multimedia Marketing Tasks
Configuring Multimedia Marketing Data
Viewing Multimedia Marketing Results
Managing Outbound Call Task Reports
Outbound Call Task Monitoring Report
Viewing Business Result Reports
Outbound Call Task Report
Viewing Intelligent Robot Outbound Call Records
Agent Work Statistics
RBT Recognition
Managing Surveys
Configuring Surveys
Querying Answers
Querying Answer Statistics
Managing Intelligent Training
Managing Training Tasks
Configuring the Knowledge Base
Introduction
Managing Knowledge in the Background
Configuring Columns
Compiling Knowledge
Managing Extended Attributes
Reviewing Knowledge
Managing the Recycle Bin
Managing Knowledge Versions
Managing Content Templates
Managing Knowledge in the Foreground
Knowledge Base Home Page
Managing Favorites
Managing Consultation Tables
Managing Consultation Table Templates
Managing Consultation Table Data
Consultation Table Lookup
Configuring Public Resources
Modifying Policy Information
Viewing Interconnection Parameters
Configuring Parameters
Configuring Watermarks
Adding Customer Numbers to the Special List
Configuring the Channel Special List
Managing a Certificate
Configuring Email Special List Rules
Configuring SMS Special List Rules
Configuring Resource Dump Tasks
Managing Menus
Managing Email Signatures
Configuring Message Flow Control Rules
Configuring UC Integration
Managing Emails
Configuring External Numbers
Querying Operation Logs
Querying Sign-in Logs
Managing Business Fault Bypass
Agent Bypass
Performing the IVR Bypass
CC-Gateway Emergency Connection Bar
Co-browsing
Creating Co-browsing Rules
Viewing Co-browsing Session Records
Social Media Operations
Operating Enterprise Accounts
Creating a YouTube Channel
Creating a Facebook Channel
Publishing a YouTube Post
Publishing a Facebook Post
Approving a Post
Handling Multimedia Messages
Handling Enterprise Account Messages
Performance Management
Performance Configuration
Performance Algorithm
Performance Plan
Performance Scoring
Agent Guide(AICC)
Introducing Agent Workbenches
Voice and Video Workbench
Online Chat Workbench
Switching the Agent Status
Allowing Browser Pop-up Notifications
Handling Voice Businesses
Answering Inbound Calls Automatically
Answering Inbound Calls Manually
Transferring Calls
Making Outbound Calls
Making Three-Party Calls
Holding Calls
Consulting
Making Internal Calls
Releasing Calls
Configuring the Agent Assistant
Initiating Callbacks
Handling Video Businesses
Answering Inbound Calls Automatically
Answering Inbound Calls Manually
Transferring Calls
Making Outbound Calls
Making Three-Party Calls
Holding Calls
Consulting
Releasing Calls
Switching Between Voice and Video Calls
Sharing the Desktop
Handling Multimedia Chat Businesses
Answering Calls
Sending an Electronic Document Link
FAQ: How Do I Insert an Arrow to an Electronic Document?
Initiating a Voice or Video Call
Transferring Sessions
Initiating Sessions
Initiating Co-browsing
FAQ: How Does a Customer Initiate Co-browsing?
Releasing Calls
Querying Historical Contacts
Withdrawing Agent Messages
Applying for a Multimedia Silent Agent
Callback
Performing Other Agent Operations
Configuring the Personal Center
Querying Historical Contacts
Viewing Inbound Call Information
Setting the Handled Number
Setting Call Reasons
Setting the Online Chat Service Time
Configuring Personalized Common Phrases
Sending Notifications
Viewing Skill Queue Adjustment Records
Viewing Identity Authentication Records
Performing Identity Authentication
Viewing Customer Information
Managing Documents
Creating Harassment Records
Editing Customer Information
Querying Sign-In Records
Performing Screen Recording for Agents
SmartCare Fault Demarcation
Intelligent Case Filling
Creating a Case by One Click
Searching for Satisfaction Statistics
Managing Inspection Results
Viewing Manual Inspection Results and Applying for Inspection Reviews
Appealing Against AI Inspection Results
Requesting the Review of an Inspection Result
Handling AI Inspection Appeals
Typical Scenarios
Customer and Agent Chatting Through the Web Channel
Making Calls Using the WebRTC Phone
Viewing Training Tasks
My Training Tasks
Intelligent Outbound Call Tasks
Agent Outbound Call Task
Introduction to the Outbound Call Task of an Agent
Manually Making an Outbound Call
Viewing and Executing a Previewed Outbound Call
Viewing a Predicted Outbound Call
Viewing a Preempted Outbound Call
Creating a Reserved Outbound Call Task
Adding a Customer Number to the Blocklist
Changing an Outbound Number
Viewing Outbound Call Results
Reserved Manual or Automatic Outbound Call
Viewing a Reserved Outbound Call
Adding a Reserved Outbound Call
Executing a Reserved Outbound Call
OpenEye Help Document
OpenEye Help Guide
Change History
Installation Description
Installation
Common Installation
Silent Installation
Chinese Version Installation
Version Upgrade
Windows Version Upgrade
Upgrade for Chinese Version
Verifying Software Package Integrity
Help Information Obtaining
Obtaining Help Information
Login and Logout
Login
Remember Password
Auto Login
Login Status
Logout
Introduction to System Settings
Server Settings
General Settings
Media Settings
Introduction to Permission Settings
Permission Settings - Windows Version
Permission Settings - Chinese Version
About
Introduction to Software Functions
Voice Communication
Initiating a Call
Answering a Call
Rejecting a Call
Hanging Up a Call
Adjusting Volume
Initiating an Anonymous Call
Video Communication
Initiating a Call
Answering a Call
Rejecting a Call
Hanging Up a Call
Adjusting Volume
Enabling/Disabling a Camera
Window Mode Switching
Window Size Switching
Full Screen
Screenshot
Screen Recording
Screen Sharing
Label Sharing
Replacing the Background
Beautification
Initiating an Anonymous Call
Call Records
Viewing Call Records
Deleting or Clearing Call Records
Initiating a Call
Description of Personal Data
Uninstallation Description
Implementing Intelligent Case Filling
Inspector Guide
Processing Manual Post-Event Inspections
Executing Inspection Tasks
Viewing Inspection Results
Handling Review Applications
AI Inspection
Viewing To-Do Inspection Tasks
Executing Manual Sample Inspection Tasks
Performing Agent Monitoring and Inspections
Monitoring Configuration
Configuring Monitoring and Inspection Relationships
Configuring Fullscreen Monitoring
Configuring Report Subscription
Monitoring Management
Monitoring Offline Messages
Monitoring Agents
Playing Recordings
Monitoring Indicators
Monitoring Inbound Call Records
Monitoring Call Links
Querying Bidirectional Call Details
Viewing Agent Monitoring Operation Details
Monitoring Call Details
Report Query
VDN Traffic Report
VDN Traffic Report by Access Code
IVR Traffic Report
IVR Traffic Report by Access Code
Skill Queue Traffic Report
Skill Queue Traffic Report by Access Code
Traffic Summary Report
Agent Traffic Report
Agent Outbound Call Report
Agent Operation Report
Abandoned Call in Ringing Report
Interval-based VDN Traffic Report
IVR Outbound Call Report
System Performance Report
Agent Timesheet Report
Price Details
Overview
Billing Item
Billing Mode
Billing Mode Change
Developer Guide
Development Overview
Development Map
Development Solutions
Multimedia Channel Access Solution
Self-Service (IVR) Integration Solution
Voice and Video Agent Integration Solution
Multimedia Agent Integration Solution
Mobile Agent Integration Solution
Screen Pop-up Integration Solution
Intelligence Solution
Operations Monitoring and Report Integration Solution
Automatic Outbound Call Integration Solution
CDR Download and Recording Backhaul Integration Solution
Development Preparations
Before You Start
Provisioning and Configuring a Tenant
Obtaining Tenant Space Information
Contact Us
User Access-VoIP Voice and Video Access
Preparations Before Development
Sign-In Authentication
Generating a Token Using the API Fabric
Obtaining the Token of CC-Messaging
Interface Description
Interface Development Process
Preparing the Common Header Fields
Interface Invoking Sequence
Code Example
FAQ
Token Expired
User Access-Web Lightweight Client Integration (JS)
Lightweight Web Chat Control Integration (Token Mode)
Overview
Integration Principle
Integration Procedure
Preparation
Preparing Resources
Enabling the Online Customer Service Function in the CEC
Integration Development
Developing the Token Generation Mechanism and Verification API
Developing an Integration Page
Integrating Core Code
Example: JavaScript Page Integration Code
Test and Verification
FAQs
How Can I Resolve the Reported Cross-domain Error When the xmlHttpRequest Requests the URL of the CEC?
Lightweight Web Chat Control Integration (Authorization Mode)
Overview
Integration Principle
Integration Procedure
Preparation
Preparing Resources
Enabling the Online Customer Service Function in the CEC
Integration Development
Developing an Authorization Signature Generation Mechanism
Developing an Integration Page
Integrating Core Code
Example: JavaScript Page Integration Code
Test and Verification
FAQs
How Can I Resolve the Reported Cross-domain Error When the xmlHttpRequest Requests the URL of the CEC?
Integrating the Co-Browse Control with a Third Party
Co-Browse Plug-in Development and Usage Guide
User Access--Web Client Access (RESTful)
Overview
RESTful API Overview
RESTful API Format
Request Message
Response Message
Message Body Parameter Conventions
HTTPS Methods
Machine-Machine Interface, AK/SK-based Authentication Interface
Third-party Request Authentication
Common Parameter Structure
applyTokenReqBody
applyTokenRspBody
POST /ccmessaging/applyToken
Query Queue Information
Common Parameter Structure
ReqBody
RspMsg200
POST /ccmessaging/queryQueueInfo
Proactively Poll Information Sent by Agents
Common Parameter Structure
downLIinkMsgArr
pollRsp
GET /ccmessaging/poll
Submit Customer Satisfaction Evaluation Results
Common Parameter Structure
RspMsg
satisficationInfo
POST /ccmessaging/saveSatisfaction
Send Message
Common Parameter Structure
senMsgRsp
sendMsgReq
POST /ccmessaging/send
Send Files by Customer
Common Parameter Structure
ReqBody
RspBody
POST /ccmessaging/uploadFileStream
Receive Document by Customer
Common Parameter Structure
ReqBody
RspBody
POST /ccmessaging/downloadFileStream
Associate Common Phrases
Common Parameter Structure
ReqBody
RspBody
POST /ccmessaging/queryPhraseByKeyword
Create Click-to-dial Call
POST /ccmessaging/v1/createClickToCall
Get Click-to-dial Event
GET /ccmessaging/v1/getClickToCallEvents
Check Whether Support Click-to-dial
GET /ccmessaging/v1/checkClickToCallSupport
Release Click-to-dial Call
POST /ccmessaging/v1/dropClickToCall
Submit Offline Messages by Customer
POST /ccmessaging/doLeaveMessage
Create an Anonymous Call
POST /ccmessaging/v1/mobileagent/createcall
Submit Customer Satisfaction with Robots
POST /ccmessaging/v1/robot/feedbacksatisfaction
Agent Integration-Agent Lightweight Connection Block Integration (JS)
Overview
Integration Principles
Integration Procedure
Preparations
Resource Preparations
Enabling the Voice and Video Agent Function in the CEC
Integration Development
Authentication Before Sign-In
Obtaining CEC Account Information
Developing a Token Generation Mechanism and Verification API
Developing an Integration Page
Core Code Analysis
JavaScript Code Example
Making Outbound Calls in One-Click Mode
What Do I Do If Error Code 500 Is Displayed for a CORS Request and Third-Party Authentication Fails
(Optional) Developing Other Functions
Listening to Connection Events
Implementing the One-Click Outbound Call Function
Test and Verification
Agent Integration--CC-Gateway Development Guide
Overview
Introduction
Network and Development Mode
Connection Mode
Modes of Obtaining Agent Events
C4 Agent Operation Interface Authentication
Detection of Agent Connection Timeout
Agent Event Push Mode
Developing Applications for the First Time
Instance Introduction
Prerequisites
Implementation Process
Implementation Example
Response Message
Basic App Development
Viewing Interface Invoking Logs
Basic Functions and Configurations
Signing In
(Optional) Querying Skills Configured for an Agent
Signing In to a Skill Queue
Obtaining Agent Events
Sign Out an Agent
Basic Voice Calls
Making an Outgoing Call
Answering a Call
Specifying Whether to Enable Automatic Answering
Specifying Whether to Enable Manual Answering
Querying Call Information Before Answering a Call
Functions Used After Call Setup
Releasing a Call
Holding or Unholding a Call
Holding a Call
Unholding a Call
Transferring a Call
Asking for Internal Help
Three-Party Call
Muting
Starting Muting
Stopping Muting
Real-time Quality Check
Inserting
Listening On
Intercepting
Voice Playback
Playing Voice in Non-calling State
Playing Voice in Calling State
Basic Multimedia Calls
Message Sending and Receiving
Agent Integration-OpenEye H5 Softphone Interface Integration
Change History
OpenEye H5 Softphone Interface Overview
OpenEye Installation Guide
Obtaining the Installation Package
Performing Installation
Verification
Development Guide to H5 Softphone Integration on the Agent Side
Overall Process
Sample Codes
Performing Initialization
Registering an Account
Answering a Call
Making a Call
Ending a call
Deactivating an Account
Voice Call Interfaces
Initialization
OpenEye_SDK (Creating and Initializing an Object)
config (Configuration)
Account Registration and Deactivation
register (Registration)
deRegister (Deactivation)
Events
onRegStatusUpdate (Reporting the Registration Status)
Voice and Video Calls
setBasicCallEvent (Setting Basic Call Events)
acceptCall (Answering a Call)
Events
onCallIncoming (Inbound Call Event)
onCallOutGoing (Outbound Call Event)
onCallRingBack (Ringback Event)
onCallConnected (Call Connection Event)
onCallEnded (Call End Event)
onCallEndedFailed (Call End Failure Event)
onCallRtpCreated (RTP Channel Establishment Event)
Voice and Video Call Interface Extension
Voice and Video Calls
startCall (Initiating a Call)
endCall (Ending a Call)
operateMic (Muting the Microphone)
DTMF (Two-Stage Dialing)
Screenshot (Screenshot)
catchVideo (Screen Recording)
setAnswerWay (Setting the Answering Mode)
Device Management
getMediaDevices (Obtaining the Device List)
setMicIndex (Setting the Microphone)
mediaGetMicIndex (Querying the Microphone in Use)
setSpeakIndex (Setting the Speaker)
mediaGetSpeakIndex (Querying the Speaker in Use)
setMicVol (Setting the Microphone Volume)
getMicVol (Querying the Current Microphone Volume)
setSpkVol (Setting the Speaker Volume)
getSpkVol (Querying the Current Speaker Volume)
setVideoWindowParam (Setting the Position, Width, and Height of the Video Window)
setVideoLayoutMode (Setting the Video Window Layout Mode)
setVideoDisplayMode (Setting the Image Cropping Mode in the Video Window)
openCamera (Turning on the Camera)
closeCamera (Turning off the Camera)
Screen Sharing
Obtaining the List of Shareable Applications
Setting the Information About the Applications to Be Shared
Starting Sharing
Stopping Sharing
Enabling the Sharing Function
Screenshot
Returning a Screenshot Path
Returning the Base64 Code of a Screenshot
Screen Recording
Starting and Stopping Screen Recording
Starting and Stopping Screen Recording (Periodically Returning Base64 Codes)
Error Codes
Operation Management - Agent Workbench Integration with Third-Party Web Pages
Overview
Scenario 1: Integration by Using a URL (in GET Parameter Transfer Mode)
Overview
Scenario Description
Configuring an Inbound Call Screen Pop-up
Implementing the One-Click Outbound Call Function
Test and Verification
FAQs
What Do I Do If a Page Embedded in the CEC Cannot Be Opened?
Scenario 2: Integration by Using a URL (in POST Parameter Transfer Mode)
Overview
Requirements Before Development
Configuring an Inbound Call Screen Pop-up
Processing Call Data
Test and Verification
Scenario 3: Integration by Using a URL (in Page JavaScript Invocation Mode)
Overview
Development Procedure
Preparation
Enabling the Voice, Video, or Multimedia Agent Function in the Customer Service Cloud
Integration Development
Importing AICC.Support.js
Developing the Function of Registering Listening Events
Developing the Function of Removing Listening Events
Developing the Function of Making One-Click Outbound Calls
Developing the Function of Obtaining the Identity Authentication Result
Development Example
Post-development Configuration
Configuring the Address Trustlist
Configuring a Screen Pop-up
Test and Verification
Registration of Listening Events and Execution Verification of the Event Handler
Verification of the One-Click Outbound Call Function
Verification of the Page Integration
Appendix - Process Description
Overall Working Process
Process of Registering a Listening Event (addHandler)
Process of Removing a Listening Event (removeHandler)
Process of Executing a One-Click Outbound Call (clickToOutbound)
Process of Executing the Handling Method of a Registered Event
Process of Executing the One-Click Outbound Call Method
Process of Obtaining the Identity Authentication Result
Scenario 4: Integration by Invoking an Enterprise API
Overview
Scenario Description
API Description
Configuring a Page
Test and Verification
Scenario 5: Integration by Recording Information to the CEC
Overview
Scenario Description
Configuring a Dynamic Data Table
Test and Verification
API Reference
Interface Overview
Glossary
Change History
Interface Authentication Modes
Authentication Mode Description
C1 System Configuration Interface Authentication
C2 Monitoring, System Outbound Call, CDR, and Knowledge Base Interface Authentication
C3 OIAP Interface Authentication
C4 Agent Operation Interface Authentication
C5 Intelligent Auxiliary Interface Authentication
C6 OIAP AppCube Interface Authentication
Call Center Configuration Interface Reference
Agent Management
Creating a Single Agent Account (agentAccount/create)
Deleting a Specified Agent Account (agentAccount/delete)
Modifying Information About an Agent Account (agentAccount/update)
Querying Agent Account Information (agentAccount/query)
Binding an Agent to a Skill Queue (addSkillsToAgent)
Unbinding an Agent from a Skill Queue (releaseAgentBySkillId)
Querying Agent Information by Skill Queue ID (queryAgentInfoBySkillId)
Changing the SIP Phone Number Login Password of an Agent (updateSipPhonePassword)
Querying Softphone Information of All Agents, Excluding Business Accounts (querySysInfo)
Querying Softphone Information of All Agents, Including Business Accounts (queryAgentInfo)
Querying the Account Sign-in Result (queryAgentLoginParams)
Querying Agent Information by Sign-in Account (queryAgentInfoByAccount)
Deleting Data by Customer Number (cleancustpersonaldata)
Skill Queue Management
Creating a Skill Queue (createSkill)
Deleting a Skill Queue (deleteSkill)
Modifying a Skill Queue (modifySkill)
Querying Skill Queues (querySkills)
Obtaining the Total Number of Users in a Configured Skill Queue
Obtaining the Number of Users in a Skill Queue to Which an Agent Has Signed In
Obtaining the Skill Queue Information of the Home VDN of an Agent
Obtaining the Total Number of Users in a Specified Skill Queue
Querying the Statistics About a Set of Skill Queues
Querying the IVR Information of the VDN to Which an Agent Belongs
Querying Information About Agents That Have Signed In to a Skill Queue
Querying the Details About a Specified Agent
(Not Recommended) Querying the Details About All Online Agents That Have Signed In to a Skill Queue
Number Management
Querying Access Codes (queryAccessCodeList)
Creating a Binding Relationship Between an Access Code, Skill Queue, and IVR (createCalledRoute)
Deleting the Binding Relationships Between Access Codes, Skill Queues, and IVR Flows (deleteCalledRoute)
Modifying a Binding Relationship Between an Access Code, Skill Queue, and IVR (modifyCalledRoute)
Querying the Binding Relationships Between Access Codes, Skill Queues, and IVR Flows (queryCalledRoute)
Querying the Home Area of a Number (getPhoneNoRegionInfo)
IVR Flow Management
Querying All IVR Flows of a Specified Tenant Space (queryIVRFlowList)
Querying Satisfaction Survey Information (querySatisfactionConfig)
Querying Satisfaction Survey Results (satisfaction /query)
Uploading IVR Voice Files (importVoiceFile/upload)
Uploading a TTS Template for Voice Notifications (createVoiceTemplate)
Agent Workbench Interface Reference
Agent Control
Agent Operation Interfaces: onlineagent
Signing In
Forcibly Signing In
Maintaining the Heartbeat by an Agent
Sending Notes
Querying Configured Skill Queues
Querying Configured Skill Queues of Specified Agents
Setting Automatic Answering
Resetting Skill Queues
Setting Idle
Setting Busy
Canceling the Busy State
Applying for Rest
Canceling Rest
Entering the Work State
Quitting the Work State
Changing the Password (Extended)
Setting Whether to Enter the Idle State
Signing Out
Forcibly Signing Out
Forcibly Signing Out with a Cause Code
Getting Agent Status
Setting Whether to Answer Inbound Calls
Signing In to the Platform by an Agent
Actively Requesting to Update the GUID When the Agent Page Is Refreshed
Synchronizing the Agent Status and Call Information When the Agent Page Is Refreshed
Obtaining Token Information
Customizing Status by an Agent
Querying Customized Status by an Agent
Canceling Status Customization by an Agent
Call Control Interfaces: voicecall
Making a Common Outbound Call
Making a Previewed Outbound Call
Answering a Call
Making an Internal Call
Asking for Internal Help
Muting a Call
Unmuting a Muted Call
Holding a Call
Holding Connection
Unholding a Call
Transferring a Call
Canceling Transfer
Performing Two-Stage Dialing (Extended)
Making a Three-Party Call
Disconnecting a Call of a Specified ID
Dropping a Call
Releasing a Connection of a Specified Number
Switching Between Voice and Video Calls
Controlling the Image Display Mode of a Three-Party Video Call
Requesting a Specified Call
Picking Up a Call for Other Agents
Rejecting an Inbound Call
Taking the Phone Off the Hook
Rejecting a Call
Passing Numbers in a Conference
Answering Calls on a Mobile Phone (login)
Exiting the Function of Answering Calls on a Mobile Phone (logout)
Querying Whether a Specified Agent Answers Calls on a Mobile Phone (isOfflineAgent)
Call Data (calldata)
Querying Call Information
Querying Call-Associated Data
Configuring Call-Associated Data (Extended)
Querying the List of Held Calls
Querying Call Information Before Answering a Call
Querying Call Information by Call ID
Querying Call IDs of a Specified Agent
Querying the Number of Current Calls of an Agent
Querying Current Call Statistics Information About an Agent
Querying the Current Call Statistics of an Agent (Extended)
Querying Information About Calls Waiting in a Specified Skill Queue
Querying All Calls Placed on Hold by a Specified Agent
Agent Event: agentevent
Obtaining Events of One Agent in Polling Mode
Calling Back Pushed Events
Multimedia: mediaCall
Sending Messages: sendmessage
Agent Session Quantity Configuration: setcallnums
Session Transfer: transfer
Obtaining Connection Information: getconnectinfo
Screenshot: imagecapture
Agent Conference: agentconf
Applying for an Agent Conference
Answering an Agent Conference Call
Rejecting an Agent Conference Call
Leaving an Agent Conference
Releasing an Agent Conference
Holding a Participant in a Conference
Unholding a Participant in a Conference
Applying for Extending a Conference
Transferring the Chairperson Permission
Inviting Participants in Batches
Deleting Participants in Batches
Modifying Participant Attributes
Playing an Announcement in an Agent Conference
Stopping Conference Announcement Playing
Playing an Announcement in an Agent Conference Channel
Stopping Announcement Playing in an Agent Conference Channel
Changing the Number of Conference Participants
Querying Conference Information in Batches
Querying an Ongoing Conference ID in the VDN
Agent Bidirectional Calls
Creating a Bidirectional Call (V1.0.0) (createCall)
Creating a Bidirectional Call (V3.0.0) (createCall)
Querying Call History Records (queryCallDetailRecord)
Querying Call Status (queryCallState)
Obtaining the Recording File URL (getRecordingAddress)
Querying Allocated Softphone Numbers (V1.0.0) (queryPhone)
Querying Allocated Softphone Numbers (V2.0.0) (queryPhone)
Obtaining the Information About the Destination Device of a Call (getCalledInfo)
Creating a Voice Outbound Call (V1.0.0) (createVoiceNotification)
Creating a Voice Outbound Call (V2.0.0) (createVoiceNotification)
Querying the Latest Contact Records of a Customer in the Current Session (queryUserContactLimit)
Querying Call Information (queryCallInfoByCallId)
Sending an ITA Bidirectional Call Result Notification (statusnotify)
Callback Interface
Callback Interface Description
Call Status Event Callback
Release Event Callback
Voice Recognition Result Subscription Interfaces
Subscription
Subscription Modification
Unsubscription
Handshake
Handshake (Extended)
Recognition Result Notification
Error Code Definition
Error Codes Returned by the CC-Gateway
Common Voice Recognition Result Subscription Interface Error Codes
Common Error Codes Returned by the CTI Platform
VDN Configuration Interface Error Codes Returned by the CTI
System Configuration Interface Error Codes Returned by the CTI
Error Code Returned by UAP
Role Permission Bit Description
App Personal Settings
Creating App Personal Settings (create)
Updating App Personal Settings (update)
Querying App Personal Settings (query)
Deleting App Personal Settings (delete)
Appendix
Events
Events Related to Agent State
Busy
Working
Idle
Entering the Busy State Successfully
Quitting the Busy State Successfully
Requesting Rest Successfully
Quitting the Rest State Successfully
Rest Timeout Reminder
Turning to the Working State
Quitting the Working State
Receiving Notes
Audio and Video Call Event
Entering the Talking State
Customer Ringing
Holding Success
Entering Three-Party Conversation Successfully
Making an Outgoing Call Unsuccessfully
Outbound Call Failure Cause Detected
Making an Internal Call Unsuccessfully
No Answer from an Agent for a Long Time
Agent Exiting a Call
Customer Exiting a Call
Automatically Answering a Call
Notifying the Agent of an Inbound Call
Connection Failure
Consultation Failure
Notifying the Transfer Success Result
Returning from IVR
Switching Between Audio and Video Calls
Media Capability Check
Inbound Call Notification
Events Related to Outgoing Call
Previewed Outbound Call Released
Agent Preoccupied
Previewed Outgoing Call Initiated
Previewed Outbound Call
New Previewed Outbound Call
Recording Events
Recording Started
Recording Startup Failed
Recording Stopped
Events Related to Voice Playback by Quality Checks
Recording Playback Started
Recording Playback Succeeded
Recording Playback Failed
Stopping Playing the Recording
Recording Playback Paused
Recording Playback Resumed
Recording Playback Fast-Forwarded
Events Related to Real-time Quality Control
Agent Monitoring
Events Related to Physical Phone
Phone State Unknown
Phone in On-Hook State
Phone in Off-Hook State
Phone in Ringing State
Phone in Busy State
Other Agent-Related Events
Agent Starting to Sign In
Agent Successfully Signed Out
All Agents in Busy State
Events Related to Multimedia
Multimedia Message
HTML5 Access Information Event
HTML5 Screenshot Event
Agent Conference Event
Successful Conference Application
Failed Conference Application
Joining a Conference
Conference Timeout Notification
Conference Ringing
Participant Change
Leaving a Conference
Chairperson Change
Stopping Conference Announcement Playing
Stopping Announcement Playing in a Conference Channel
Events Related to Disaster Recovery
Phone Linkage Events
Linkage Capability
Linkage Status
Muting a Call
Unmuting a Call
Transfer-out Notification
Transfer-out Result Notification
Holding
Unholding
Making an Outbound Call
Error Codes
Agent Status
Call Type
Device Type
Interface Parameters
Telemarketing Outbound Call Interface Reference
Outbound Campaign Management Interfaces
Adding an Outbound Campaign (V1)
Adding an Outbound Campaign (V2)
Modifying an Outbound Campaign (V1)
Modifying an Outbound Campaign (V2)
Deleting an Outbound Campaign
Querying Details About an Outbound Campaign
Querying All Outbound Campaigns
Suspending an Outbound Campaign
Resuming an Outbound Campaign
Setting the Retry Policy of an Outbound Campaign
Querying the Retry Policy of an Outbound Campaign
Adding the Definition of an Outbound Call Business Result
Querying the Definitions of Outbound Call Business Results
Collecting Outbound Call Exception Statistics
Adding Calling Numbers
Deleting Calling Numbers
Interfaces for Managing Special Dates of Outbound Campaigns
Querying the Special Date List of an Outbound Campaign
Adding a Special Date of an Outbound Campaign
Modifying a Special Date of an Outbound Campaign
Deleting a Special Date of an Outbound Campaign
Deleting All Special Dates of an Outbound Campaign
Interface for Outbound Blacklist Management
Adding Outbound Numbers to the Blacklist
Deleting an Outbound Number from the Blacklist
Deleting All Outbound Numbers from the Blacklist
Querying Blacklisted Outbound Numbers
Importing a Blacklist Data File from the Server
Querying Blacklist Data File Import Results
Outbound Call Data Interfaces
Adding Outbound Numbers (V1)
Adding Outbound Numbers (V2)
Deleting an Outbound Number
Adding Number Types
Querying Number Types
Querying Outbound Numbers
Collecting Outbound Call Statistics on the Current Day
Importing an Outbound Call Data File from the Server
Querying Outbound Call Data File Import Results
Outbound Result Interface
Querying Outbound Call Results
Querying Details About a Single Outbound Call Result
Querying Call Records of Automatic and Intelligent Outbound Calls (V1.0.0)
Querying Call Records of Automatic and Intelligent Outbound Calls (V2.0.0)
Outbound Callback
Calling Back Outbound Call Results
Business Result Writeback
Writing Back Business Results
File Server Management Interfaces
Adding a File Server
Deleting a File Server
Modifying a File Server
Querying a File Server
Outbound Call External Result Definition Interfaces
Querying OBS Outbound Call Result Codes
Creating an External Result
Modifying an External Result
Deleting an External Result
Querying the External Result List
Querying a Single External Result
Querying Interface Invocation Records
Survey Interface Reference
Creating Answers (createScriptAnswer)
Obtaining the Next Question (getNextQuestionInfo)
Creating Answers to Questions (createQuestionAnswer)
Updating Answers to Questions (updateQuestionAnswer)
Updating Surveys (updateScriptAnswer)
Updating Ratings (updateScore)
iKBS Interface Reference
Authentication
SIA Authentication
Authentication Mode of Knowledge Base Interfaces
Interface Description
Querying Knowledge Details
Querying a Category
Querying the Knowledge List
Querying an Attachment Download Address
Chatbot Management Interface Reference
Overview
Domain Query Interface
Dialog ID Binding Interfaces
Interface for Querying Dialog ID Binding Relationships
Interface for Adding Dialog ID Binding Relationships
Interface for Modifying Dialog ID Binding Relationships
Interface for Deleting Dialog ID Binding Relationships
Flow Query Interface
Dialog Interfaces
Interface Invoked for Dialog Initialization (inaction=8)
Interface Invoked After Dialog Interaction (inaction=9)
Interface Invoked After Dialog Transfer (inaction=11)
Packet Capture and Recording Interface Invoked in the Dialog (inaction=7)
Recognition Result Requesting Interface (inaction=13)
Dialog Interfaces (V2)
Interface Invoked for Dialog Initialization (inaction=8)
Interface Invoked After Dialog Interaction (inaction=9)
Interface Invoked After Dialog Transfer (inaction=11)
Packet Capture and Recording Interface Invoked in the Dialog (inaction=7)
Recognition Result Requesting Interface (inaction=13)
Interaction Record Query Interface
Session Record Query Interface
FAQ Configuration Interface
FAQ Group Query Interface
FAQ Group Creation Interface
FAQ Group Modification Interface
FAQ Group Deletion Interface
FAQ Group Status Change Interface
Q&A Query Interface
Q&A Creation Interface
FAQ Modification Interface
Q&A Deletion Interface
Specific FAQ Group Test Interface
FAQ Group Test and Activation Interface
Intention List Query Interface
Dedicated Interfaces for Silent Agents
Flow Status Change Interface
Reply Interface
Interface for Pushing Packet Capture Recording Request Results
Spelling Check Interface
Specifications of the Interface for Connecting the ODFS to a Third-Party Robot System
Authorization Interface
Business Request Interface
Statistics Report Interfaces
Interface for Querying Call Statistics Reports
Interface for Querying Chatbot Report Information
Interface for Querying Knowledge Reports
Interface for Querying Top 10 Hot Robot Information
Interface for Querying the Offline Analysis of Outbound Call Failure Causes
Intelligent Case Filling Interfaces
Text Classification Interface
Entity Recognition Interface
Interface for Querying the Recordings of Calls Transferred to a Third Party
Semantic Recognition Interface
GTS RPA Integration Interfaces
Interface for Querying the RPA Task List
Interface for Querying RPA Task Details
Interface for Creating RPA Queue Data
Interface for Querying RPA Queue Data
Interface for Generating TTS Voices Based on Texts
Offline Conversion Callback Interface
Health Check Interface
Web Client Access Interface Reference
Introduction
Integration Scenario
Integration Principles
Scenario 1: Multimedia Session
API Invocation Process
Integration Example
Scenario 2: Click-to-Dial
API Invocation Process
Integration Example
Development Preparation
Resource Preparation
C1 System Configuration Interface Authentication
Integration Development
APIs Used in the Multimedia Session Scenario
Performing Third-Party Request Authentication (applyToken)
Querying Historical Messages (queryHistoryChatMessage)
Sending a Message (send)
Sending an Asynchronous Channel Message (sendAsync)
Submitting a Message by a Customer (doLeaveMessage)
Proactively Polling Messages Sent by Agents (poll)
Receiving a File by a Customer (downloadFileStream)
Querying Queuing Information (queryQueueInfo)
Sending a File by a Customer (uploadFileStream)
Associating Common Phrases Based on the Customer Input (queryPhraseByKeyword)
Querying the Satisfaction Survey Configuration (getSatisfactionSurveyMode)
Submitting the Chatbot Satisfaction Evaluation Result (feedbacksatisfaction)
Saving the Satisfaction Evaluation Result Submitted by a User (saveSatisfaction)
APIs Used in the Click-to-Dial Scenario
Checking Whether the Current Tenant Space Supports the Click-to-dial Function (checkClickToCallSupport)
Creating a Click-to-Dial Call (createClickToCall)
Obtaining a Click-to-Dial Event (getClickToCallEvents)
Releasing a Click-to-Dial Call (dropClickToCall)
Test and Verification
Additional API References
Creating an Anonymous Call (createcall)
Discarding an Email (chat_dropMail)
Sending an MT WhatsApp Message (sendWhatsappMessage)
Querying Information About the Current Chat on the Online Chat Workbench (getUserInfoBycallId)
Querying Customer Information by Phone Number (chat_itau_telefone)
Querying Customer Information by Email Address (chat_itau_email)
Querying Customer Information by Customer CPF or CNPJ Number (chat_itau_cpfcnpj)
Invoking the PS7 System (chat_itau_contextos)
Querying Customer Information by Account (chat_itau_contas)
Querying Customer Information by Account (chat_itau_codigo)
Querying Customer Data by Client ID (chat_itau_cliente)
Querying Participants by Investor (chat_itau_atendentes)
Pushing Messages (pushMsg)
Inspection, Monitoring, and Statistics Collection Interface Reference
Real-time Inspection: qualitycontrol
Inserting
Listening
Intercepting
Canceling Listening and Inserting
Indicating an Agent in Busy State Forcibly
Indicating an Agent in Idle State Forcibly
Forcibly Signing Out
Releasing a Call Forcibly
Adjusting the Skill Queue of a Specified Agent
Switching Between Listening and Inserting
Forcing an Agent to Rest
Requesting for Whispering
Stopping Whispering
Switching Among Whispering, Listening, and Barging
Intelligent Quality Check
scoresetting
Creating an Inspection Rating Rule
Using an Inspection Rating Rule
Deleting an Inspection Rating Rule
Querying Inspection Rating Rules
Modifying an Inspection Rating Rule
sentencemanagement
Creating a Sentence Category
Moving Sentences to a Category
Deleting a Sentence
Querying Sentences
Obtaining the List of Sentences in a Sentence Category Based on Its Unique ID
Updating a Sentence
Updating a Sentence Category
Deleting a Sentence Category
Querying All Sentence Categories
Creating a Sentence
sensitiveWordManage
Deleting a Sensitive Word
Obtaining a Sensitive Word List
Deleting a Sensitive Word Category
Updating a Sensitive Word
Obtaining a Sensitive Word Category List
Obtaining the List of Sensitive Words in a Sensitive Word Category Based on Its Unique ID
Creating a Sensitive Word Category
Moving Sensitive Words to a Category
Creating a Sensitive Word
Updating a Sensitive Word Category
Obtaining Details about a Sensitive Word Based on Its Unique ID
conversationspecific
Updating a Script
Querying Script Details by ID
Creating a Script
Deleting a Script by ID
SemanticKeywordTraining
Obtaining the Module That Is Being Trained
Training a Module
conversationflow
Querying a Dialog Logic
Deleting a Dialog Logic
Updating a Dialog Logic
Creating a Dialog Logic
conversationrules
Querying a Dialog Rule by ID
Querying a Dialog Rule List
Creating a Dialog Rule
Deleting a Dialog Rule
Updating a Dialog Rule
interposalrules
Querying an Interruption Rule
Querying All Interruption Rules
Deleting an Interruption Rule
Creating an Interruption Rule
Updating an Interruption Rule
Common Parameter Structure
InterposalRule
silencerule
Querying a Silence Rule
Creating a Silence Rule
Querying a Silent Rule List
Modifying a Silence Rule
Deleting a Silence Rule
speedrule
Creating a Speed Rule
Querying a Speed Rule
Deleting a Speed Rule
Querying Speed Rules in Pagination Mode
Modifying a Speed Rule
scenariomanage
Deleting a Business Scenario
Updating a Business Scenario
Creating a Business Scenario
Querying a Business Scenario
Updating a Designated Business Scenario
Querying All Business Scenarios
qualitycheckmanage
Obtaining the Call Status and ASR Result
Obtaining the Inspection Result of a Call
Creating an Inspection Task (Not Supported Currently)
Initiating an Appeal
regularQualityTask
Creating a Scheduled Sample Inspection Plan
Starting a Scheduled Sample Inspection Plan
Updating a Scheduled Sample Inspection Plan
Deleting a Scheduled Sample Inspection Plan
Querying Scheduled Sample Inspection Plans
Suspending a Scheduled Sample Inspection Plan
qualitytask
Deleting a Manual Review Task
Updating a Manual Review Task
Terminating an Inspection Task
Validating a Manual Review Task
Querying Manual Review Tasks
Assigning a Manual Review Task
Creating a Manual Review Task
qualitytaskdetail
Modifying the Inspection Result
Completing a Sample Inspection Task
Querying Sample Inspection Task Details
qualityitem
Reassigning an Appeal
Modifying the Inspection Task Rating Result
Reviewing an Appeal
Querying Inspection Tasks
Querying Inspection Task Details
Obtaining the Score of an Inspection Task
Querying Historical Handling Records of an Appeal
asrtrans
Obtaining the Text Converted from a Recording File
Converting a Recording File to Text
Obtaining the Inspection Result of a Call
Querying Recording Inspection Results
Creating an Inspection Task
Monitoring and Statistics Collection
Real-Time Data Query
Real-Time Interfaces for VDNs
Querying Information About System Access Codes in a Specified VDN
Querying Agent Rest Information in a Specified VDN
Querying Agent Phone Numbers in a Specified VDN
Querying Information About All Agents in a Specified VDN
Querying Information About the Current Status of All Agents in a Specified VDN
Querying Information About Static Configurations of All Agents in a Specified VDN
Querying the IVR Status Details of a Specified VDN
Querying Information About IVR Flow Access Codes in a Specified VDN
Querying Information about Each Skill Queue in a Specified VDN
Querying All Rest Reason Codes in a Specific VDN
Querying Information About Calls of a Specified Access Code
Querying Call Information in a Specified VDN
Querying Call Information in a Specified VDN (V2)
Querying the Call track Data in a Specific VDN
Querying Information About Static Configurations of All Agents in a Specified VDN (Not Supported by CTI 3.6)
Querying Information About All Agents in a Specified VDN (Not Supported by CTI 3.6)
Obtaining Real-Time Monitoring Indicators by VDN
Real-Time Interfaces for Skill Queues
Querying Signed-in Agents in Skill Queues in Batches
Querying Extended Information About Skill Queues in Batches
Querying the Call Statistics of Skill Queues in the Current 5 Minutes in Batches
Querying Information About the Status of a Specified Skill Queue
Querying Information About Skill Queue Configurations in Batches
Querying the Statistics Details of Skill Queues in Batches
Querying All Calls Queuing in a Skill Queue in Batches
Querying the Number of Calls that Each Queue Answers from Other Queues in Batches When Calls are Queuing in Multiple Skill Queues
Querying the Number of Agents in Each State in a Skill Group
Querying Details About Signed-in Agents in a Skill Queue
Querying Service Quality for Skill Queues in Batches
Obtaining Real-Time Monitoring Indicators by Skill Queue
Real-Time Interfaces for Agents
Querying Skill Queues to Which Agents Sign In in Batches
Querying Agent Information in Batches
Querying the Current Call ID of a Specified Agent
Querying Call Information About All Agents in Batches
Querying Private Calls of a Specified Agent
Querying the Number of Agents in the Agent State in batches
Querying Details of a Specified Agent
Querying Agent Rest Information
Checking Whether an Agent Is Processing a Call
Querying System Status by Agent
Obtaining Real-Time Monitoring Indicators by Agent
Obtaining Agent Operation Details
Querying Agent Information by Agent Status in Pagination Mode
Real-Time Interfaces for Call Details
Querying Basic Information About a Call with a Specified Call ID
Querying Private Call Details of a Specified Agent
Querying CDRs of a Specified Call ID
Historical Data Query
Obtaining Historical Monitoring Indicators by VDN
Querying Information About Missed Calls in a Specified VDN
Obtaining Historical IVR Monitoring Indicators
Obtaining Historical Monitoring Indicators by Skill Queue
Obtaining Historical Monitoring Indicators by Agent
Obtaining Historical Monitoring Indicators in a Specified Time Range by Skill
Obtaining Historical Monitoring Indicators in a Specified Month Range by Skill
Obtaining Historical Monitoring Indicators in a Specified Time Range by Agent
Obtaining Historical Monitoring Indicators in Specified Month by Agent
Collecting Statistics on Result Sets in Daily Settlement Table for Inbound Calls
Collecting Statistics on Result Sets in Daily Settlement Table for Outbound Calls
Configuration Data Query
Querying Information about All VDNs in a Specified Call Center
Querying Information About All Agents by VDN ID
Obtaining All Called Routes in a VDN
Querying Information About All Agents by Tenant Space ID
Querying Skill Groups in a Specified VDN
Querying Information About All Tenants Accessible to an Access User
Inspection Relationship Maintenance Interfaces
Querying a User Group Member
Deleting Members from a Group in Batches
Adding Members to a Group in Batches
Querying All User Groups
Adding a User Group
Deleting a User Group
Updating User Group Information
Setting Inspection Relationships
Deleting Configured Inspection Relationships
Adding an Agent to a User Group
Updating Agent Names
Querying Outbound Call Task Lists
Querying the Outbound Call Task List of a Tenant
Querying the Daily Settlement Statistics of a Specified Task
Querying the Real-Time Statistics of a Specified Task
Interfaces for Querying System Indicators
Querying UAP Performance Information
Querying Key Information About Control Blocks
Querying the Registration Status of a Terminal
Interface for Querying UAP Performance Indicator Statistics
Interface for Querying UAP Terminal Statistics
Interface for Querying CTI System Indicators
Querying the Time of the CTI Platform Server
Querying the Current License Usage in the System
Checking Cluster Health Status
Appendix
Indicator Code Reference
Skill Queue Monitoring Indicators
Agent Monitoring Indicators
VDN Monitoring Indicators
IVR Monitoring Indicators
Error Code Reference
CTI Platform Agent Status Code Reference
Description of Call Media Types
Description of Call Submedia Types
Description of Call Types
Description of Agent Types
Call Features
Reasons for Leaving the Device of the Call
Cause Code
Device Types
Agent Operation Types
Interfaces of Earlier Versions (Versions Earlier Than 8.13.0)
Querying Details of a Specified Agent
Querying System Status by Agent
Querying the Agent Information in Rest State
Querying Statistics Details of Skill Queues in Batches
Querying Details About Agents in Configured Skill Queues
Recording and CDR Interface Reference
Recording
Recording Playback
Starting Playing an Announcement
Pausing an Announcement
Resuming an Announcement
Fast Forwarding
Rewinding
Stopping Playing an Announcement
Starting Screen Recording
Stopping Screen Recording
Starting Voice Recording
Stopping Voice Recording
Playing Network Call Recordings
Recording Download: record
Downloading Recordings
Downloading Recordings (Extended)
Video File Download: Video
Downloading Video Files
Downloading Video Files (Extended)
CDR Download and Recording Playback and Download
Data Access Interface
Obtaining a Recording Download and Playback URL
Generating CDRs and Recording Indexes
Downloading CDRs and Recording Indexes
Downloading a Recording File
Downloading a Recording File (Extended)
Generating Indexes of Agent Operation Details
Downloading Indexes of Agent Operation Details
Requesting to Play Back a Recording File
Playing Back a Recording File
Downloading an Intelligent IVR Recording File
Downloading IVR Voice Messages
Downloading a Recording File as a Third Party
Uploading a File as a Third Party
Generating a File Hash Value as a Third Party
Deleting an Uploaded File as a Third Party
Index File Definition
Definitions of CDR and Recording Index Files
Definition of Index Files for Agent Operation Details
Reference Description
Error Code Reference
Status Code Description
Cause Code
Agent Operation Type
Media Type
Description of Call Types
Reasons for Leaving the Device of the Call
Description of Call Media Types
Description of Call Submedia Types
Voice Notification Interface Reference
Querying Voice Notification Recording Files (queryVoiceNotificationRecording)
Creating a Voice Notification (V1.0.0) (createVoiceNotification)
Creating a Voice Notification (V2.0.0) (createVoiceNotification)
Callback APIs
Callback API Description
Release Event Callback API
OMA Interface Reference
Business Software Mall Connection Interfaces
Querying Customer Information
Querying Subscription Information
Calling Back Data by the Huawei IMC
Querying Basic Trial Tenant Information by the Business Software Mall
Querying System Parameters by the Business Software Mall
Case2.0 Interface Reference
Authentication Machine-Machine Interface
Authentication Machine-Machine Interface (SaaS Integrated Deployment)
Authentication Machine-Machine Interface (OP Independent Deployment)
Machine-Machine Interface for Case Configuration
Querying the Case Type List
Querying Case Type Details
Interface of a Single UPS
Creating a Case
Querying the Case List
Querying Case Details
Modifying a Case
Assigning a Case
Handling a Case
Canceling a Case
Changing the Case Status or Transitioning a Case
Closing a Case
Task Machine-Machine Interfaces
Creating a Task
Querying the Task List
Querying Task Details
Modifying a Task
Assigning a Task
Changing the Task Status
Handling a Task
DataProcess Interface Reference
Querying Call Result Data
Other Interfaces Reference
Verifying Token Information
Generating a Verification Code for One-Click Trial Use
Applying for One-Click Trial Use of a Tenant
Creating a User
Modifying a User
Deleting Users
Synchronizing Role Information
FAQs
Product Consulting
Number Consulting
Fee Consulting
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