Cognitive Engagement Center
Cognitive Engagement Center
- Service Overview
- Getting Started
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User Guide
- CEC Operation Guide
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Tenant Administrator Guide
- Tenant Space
- Configuring the Employee Center
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Enabling Manual Services
- Voice and Video Services
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Agent Workbench
- Configuring Call Reasons
- Configuring Rest Reasons
- Configuring Contact Record Data Items
- 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
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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
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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 the Telegram Channel
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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?
- 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?
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Robot Management and Configuration Guide
- Getting Started
-
Configuring an Intelligent Robot
- Overview
- Configuring an Appointment Chatbot (Task-oriented Robot)
- Adding a Q&A-oriented Robot
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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
- Viewing Flow Analysis
- Checking Flows
- Adding Gray Rules
- Configuring 2D Virtual Humans
- Configuring the SmartCare Intelligent Robot
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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
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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
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Diagram Elements
-
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?
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Operator: Configuring a Common IVR
- Introduction to the IVR Flow
- Managing Voice and Video Resources
- Configuring a Common IVR
- Configuring Robot Tracking
- Configuring a Called Route
- Configuring a Flow Track
- Configuring IVR Recording
- Querying Flow Transfer Records
- Typical Configuration Example
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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
- Large Language Model Service Zone
- Small Language Model Zone
- IVR Journey Analysis
- Monitoring Outbound Call Risks
- Managing Cases
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Managing Inspections
- Overview on Inspection Management
- Typical Scenario: Configuring Manual Inspection Tasks
- Managing Manual Inspections
- Typical Scenario: Configuring AI Inspection Tasks
- Managing AI Inspections (Self-Developed)
- Managing the Notification Center
- Managing the Customer Center
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Making Intelligent Outbound Calls
- Overview of Outbound Call Tasks
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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
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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
- Managing Outbound Call Tasks in Batches
- Managing Multimedia Marketing
- Managing Outbound Call Task Reports
- Managing Surveys
- Managing Intelligent Training
- Configuring the Knowledge Base
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Configuring Public Resources
- Modifying Policy Information
- Viewing Interconnection Parameters
- Configuring Parameters
- 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
- Co-browsing
- Social Media Operations
- Performance Management
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Agent Guide(AICC)
- Introducing Agent Workbenches
- Switching the Agent Status
- Allowing Browser Pop-up Notifications
- Handling Voice Businesses
- Handling Video Businesses
- Handling Multimedia Chat Businesses
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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
- Typical Scenarios
- Viewing Training Tasks
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Intelligent Outbound Call Tasks
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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
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Agent Outbound Call Task
- OpenEye Help Document
- Implementing Intelligent Case Filling
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Inspector Guide
- Processing Manual Post-Event Inspections
- AI Inspection
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Performing Agent Monitoring and Inspections
- Monitoring Configuration
- Monitoring Management
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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
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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
- Contact Us
- User Access-VoIP Voice and Video Access
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User Access-Web Lightweight Client Integration (JS)
- Lightweight Web Chat Control Integration (Token Mode)
- Lightweight Web Chat Control Integration (Authorization Mode)
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User Access--Web Client Access (RESTful)
- Overview
- Machine-Machine Interface, AK/SK-based Authentication Interface
- Third-party Request Authentication
- Query Queue Information
- Proactively Poll Information Sent by Agents
- Submit Customer Satisfaction Evaluation Results
- Send Message
- Send Files by Customer
- Receive Document by Customer
- Associate Common Phrases
- Create Click-to-dial Call
- Get Click-to-dial Event
- Check Whether Support Click-to-dial
- Release Click-to-dial Call
- Submit Offline Messages by Customer
- Create an Anonymous Call
- Submit Customer Satisfaction with Robots
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Agent Integration-Agent Lightweight Connection Block Integration (JS)
- Overview
- Integration Principles
- Integration Procedure
- Preparations
- Integration Development
- (Optional) Developing Other Functions
- Test and Verification
- Agent Integration--CC-Gateway Development Guide
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Agent Integration-OpenEye H5 Softphone Interface Integration
- Change History
- OpenEye H5 Softphone Interface Overview
- OpenEye Installation Guide
- Development Guide to H5 Softphone Integration on the Agent Side
- Voice Call Interfaces
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Voice and Video Call Interface Extension
- Voice and Video Calls
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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
- Screenshot
- Screen Recording
- Error Codes
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Operation Management - Agent Workbench Integration with Third-Party Web Pages
- Overview
- Scenario 1: Integration by Using a URL (in GET Parameter Transfer Mode)
- Scenario 2: Integration by Using a URL (in POST Parameter Transfer Mode)
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Scenario 3: Integration by Using a URL (in Page JavaScript Invocation Mode)
- Overview
- Development Procedure
- Preparation
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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
- Test and Verification
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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
- Scenario 5: Integration by Recording Information to the CEC
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Development Overview
-
API Reference
- Interface Overview
- Glossary
- Change History
- Interface Authentication Modes
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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)
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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
- Querying the Details About All Online Agents That Have Signed In to a Skill Queue
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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)
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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)
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Agent Management
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Agent Workbench Interface Reference
-
Agent Control
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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
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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 a Call
- 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)
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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
- Multimedia: mediaCall
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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
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Agent Operation Interfaces: onlineagent
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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 Contact Records (queryUserContactLimit)
- Querying Call Information (queryCallInfoByCallId)
- Sending an ITA Bidirectional Call Result Notification (statusnotify)
- Callback Interface
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Voice Recognition Result Subscription Interfaces
- Subscription
- Subscription Modification
- Unsubscription
- Handshake
- Handshake (Extended)
- Recognition Result Notification
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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 Platform
- System Configuration Interface Error Codes Returned by the CTI Platform
- Error Code Returned by UAP
- Role Permission Bit Description
- App Personal Settings
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Appendix
-
Events
- Events Related to Agent State
-
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
- User 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
- Recording Events
- Events Related to Voice Playback by Quality Checks
- Events Related to Real-time Quality Control
- Events Related to Physical Phone
- Other Agent-Related Events
- Events Related to Multimedia
- Agent Conference Event
- Events Related to Disaster Recovery
- Phone Linkage Events
- Error Codes
- Agent Status
- Call Type
- Device Type
- Interface Parameters
-
Events
-
Agent Control
-
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 Outbound Campaign Holidays
- Interface for Outbound Blacklist Management
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Outbound Call Data Interfaces
- Adding Outbound Numbers
- 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
- Outbound Callback
- Business Result Writeback
- File Server Management Interfaces
- Outbound Call External Result Definition Interfaces
- Querying Interface Invocation Records
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Outbound Campaign Management Interfaces
- Survey Interface Reference
- iKBS Interface Reference
-
Chatbot Management Interface Reference
- Overview
- Domain Query Interface
- Dialog ID Binding Interfaces
- Flow Query Interface
- Dialog Interfaces
- Dialog Interfaces (V2)
- 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
- 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
- Statistics Report
- Querying the Offline Analysis of Outbound Call Failure Causes
- Intelligent Case Interface
- Interface for Querying the Recordings of Calls Transferred to a Third Party
- Semantic Recognition Interface
- GTS RPA Integration Interfaces
- Interface for Generating TTS Voices Based on Texts
- Offline Conversion Callback Interface
- Health Check Interface
-
Web Client Access Interface Reference
- Performing Third-Party Request Authentication (applyToken)
- Querying Queuing Information (queryQueueInfo)
- Proactively Polling Messages Sent by Agents (poll)
- Submitting the Customer Satisfaction Evaluation Result (saveSatisfaction)
- Sending a Message (send)
- Sending a File by a Customer (uploadFileStream)
- Receiving a File by a Customer (downloadFileStream)
- Associating Common Phrases Based on the Customer Input (queryPhraseByKeyword)
- 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)
- Creating an Anonymous Call (createcall)
- Submitting a Message by a Customer (doLeaveMessage)
- Submitting the Chatbot Satisfaction Evaluation Result (feedbacksatisfaction)
- Querying Historical Messages (queryHistoryChatMessage)
- Discarding an Email (chat_dropMail)
- Sending an MT WhatsApp Message (sendWhatsappMessage)
- Querying Information About the Current Chat on the Online Chat Workbench (getUserInfoBycallId)
- Querying the Satisfaction Survey Configuration (getSatisfactionSurveyMode)
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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
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Intelligent Quality Check
-
scoresetting
- POST /CCSQM/rest/ccisqm/v1/appraisescore/createAppraiseScore
- POST /CCSQM/rest/ccisqm/v1/appraisescore/applyAppraiseScore
- POST /CCSQM/rest/ccisqm/v1/appraisescore/removeAppraiseScore
- POST /CCSQM/rest/ccisqm/v1/appraisescore/queryAppraiseScore
- POST /CCSQM/rest/ccisqm/v1/appraisescore/modifyAppraiseScore
-
sentencemanagement
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/createSentenceCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/moveSentenceToCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/deleteSentence
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/querySentence
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/querySentenceByCategoryId
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/updateSentence
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/updateSentenceCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/deleteSentenceCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/querySentenceCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/createSentence
-
sensitiveWordManage
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/deleteSensitiveWord
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/querySensitiveWordList
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/deleteSensitiveCategory
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/updateSensitiveWord
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/querySensitiveCategoryList
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/querySensitiveWordsByCategoryId
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/createSensitiveCategory
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/moveSensitiveWordToCategory
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/createSensitiveWord
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/updateSensitiveCategory
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/querySensitiveWordDetail
- conversationspecific
- SemanticKeywordTraining
- conversationflow
- conversationrules
-
interposalrules
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/getInterposalRuleById
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/queryInterposalRules
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/deleteInterposalRule
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/addInterposalRule
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/updateInterposalRule
- Common Parameter Structure
- silencerule
- speedrule
-
scenariomanage
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/deleteScenario
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/updateScenarioStatus
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/createScenario
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/queryScenario
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/updateScenario
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/queryAllScenario
- qualitycheckmanage
-
regularQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/addQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/beginQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/updateQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/deleteQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/queryQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/stopQualityTask
-
qualitytask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/deleteQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/updateQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/terminateQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/takeEffectQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/queryQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/appointQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/createQualityTask
- qualitytaskdetail
-
qualityitem
- POST /CCSQM/rest/ccisqm/v1/qualityitem/reassginQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualityitem/modifyQualityItemResult
- POST /CCSQM/rest/ccisqm/v1/qualityitem/appealItem
- POST /CCSQM/rest/ccisqm/v1/qualityitem/queryQualityItem
- POST /CCSQM/rest/ccisqm/v1/qualityitem/queryQualityItemDetail
- POST /CCSQM/rest/ccisqm/v1/qualityitem/queryQualityItemResult
- POST /CCSQM/rest/ccisqm/v1/qualityitem/queryQualityHistory
- asrtrans
-
scoresetting
-
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 IVR Status Details in 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
- (V2) Querying Call Information in a Specified VDN
- Querying the Call track Data in a Specific VDN
- Querying Static Configuration Information About 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 Call Statistics of Skill Queues in the Current 5 Minutes in Batches
- Querying Information About Status of a Specified Skill Queue
- Querying Information About Skill Queue Configurations in Batches
- Querying 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
-
Real-Time Interfaces for VDNs
-
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
- 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
-
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
- 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)
-
Real-Time Data Query
-
Real-time Inspection: qualitycontrol
-
Recording and CDR Interface Reference
- Recording
-
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
- Reference Description
-
Data Access Interface
- Voice Notification Interface Reference
- OMA Interface Reference
- DataProcess Interface Reference
- Other Interfaces Reference
- FAQs
- General Reference
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Help Center/
Cognitive Engagement Center/
Operation Management - Agent Workbench Integration with Third-Party Web Pages/
Overview
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Overview
An enterprise can integrate customized pages into the CEC agent framework to implement specific functions, for example, viewing customer information on a customized page. Five integration modes are provided for your reference. You can select a proper integration mode based on your requirements.
|
Scenario |
Screen Pop-up Type |
Description |
Applicable To |
|---|---|---|---|
|
Scenario 1 |
External page+URL GET request parameters |
Configure the URL of an external page to integrate an enterprise's own page into the CEC, when parameters are transferred in the URL in GET request mode. |
Enterprises that have their own system pages and want to integrate existing pages into the CEC |
|
Scenario 2 |
External page+URL POST request parameters |
Configure the URL of an external page to integrate an enterprise's own page into the CEC, when parameters are transferred in the page console form in POST request mode. |
Enterprises that have higher security requirements on data transfer based on scenario 1 |
|
Scenario 3 |
External page+web API |
Configure the URL of an external page to integrate an enterprise's own page into the CEC, when the JavaScript SDK is added for the enterprise to invoke to implement event listening and other functions, reducing the development workload. |
Enterprises that want to directly invoke the event listening function to offer a better one-click outbound call function based on scenario 1 |
|
Scenario 4 |
Internal page+external API |
Obtain information using the API provided by an enterprise, customize a page in the CEC based on the information, and integrate the page into the agent workbench. |
Enterprises that have their own information systems and want to customize integration pages by directly transferring information using APIs |
|
Scenario 5 |
Internal page+customized data |
Record information to the CEC and use the saved information to integrate a page into the CEC agent workbench. |
Enterprises that have a small number of customers and want to use the CEC to save some information and use the information to integrate pages |
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