Internal Call to A Skill Queue

Prerequisites

• The agent has signed in.
• The agent is not answering any call (except a held call).
• The called skill queue has idle agents.

Description

This interface is used by an agent that has signed in to make an internal call. Common business scenario: An agent consults an agent in a skill queue.

Interface Method

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

URI

https://IP address:Port number/agentgateway/resource/voicecall/{agentid}/callinnerskill

If the CC-Gateway is deployed in single-node mode, set IP address to the CC-Gateway server address and Port number to the HTTPS port number of the CC-Gateway server (the default value is 8043). If the CC-Gateway is deployed in cluster mode, set IP address to the NSLB address and Port number to the default value 8043.

For the CC-Gateway port number on the NSLB, log in to any NSLB node as the nslb user and run the ./nslbctl l command to query the port number. In the query result, the following port is opened by the CC-Gateway to third-party systems through the NSLB.

In the SaaS scenario, contact O&M personnel to obtain the values of IP address and Port number.

Method Name in Logs

callInnerSkill

Request Description

• Message header

  Table 2 Parameters in the request message header

  No.	Parameter	Value Type	Mandatory (Yes/No)	Description
  1	Content-Type	String	Yes	Coding mode of the message body. The default value is application/json; charset=UTF-8.
  2	Guid	String	Yes	GUID returned by the sign-in interface during static authentication (AUTHMODE is set to 1) or GUID returned by the polling event query interface during dynamic authentication (AUTHMODE is set to 2).

• Message body

  Parameter	Value Type	Mandatory (Yes/No)	Description
  skillId	Integer	Yes	ID of the called skill queue.

Response Description

Triggered Event

If the internal call is successful, the following events are triggered:

• AgentOther_PhoneAlerting
• AgentOther_PhoneOffhook
• AgentState_Busy
• AgentEvent_Customer_Alerting
• AgentEvent_Talking

If the internal call fails, the following event is triggered:

• AgentEvent_Inside_Call_Fail

Error Code

• 000-002
• 100-006
• 100-007

Example

• Message header

  Content-Type:application/json; charset=UTF-8
  Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1

• Request parameter

  {
      "skillId": 2
  }

• Response parameter

  {
    "result": "1721980849-240",
    "message": "success",
    "retcode": "0"
  }