Help Center/ Customer Engagement Center/ API Reference/ Agent Operation Interface Reference/ Real-time Inspection: qualitycontrol/ Intercepting a Specified Call
Updated on 2025-11-13 GMT+08:00
View PDF
Share

Intercepting a Specified Call

Prerequisites

  • The inspector has signed in.
  • The inspector has performed the insertion, listening, or whispering operation.

Description

An inspector needs to interrupt the session between an agent and a customer and directly talk with the customer.

After an inspector signs in and intercepts the call of an agent who is being inspected (listening, insertion, or whispering), the inspector enters the intercepting state. The talk between the agent and customer is interrupted, the agent enters the idle state, and the inspector talks with the customer.

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/qualitycontrol/{agentid}/intercept/{workNo}/{callId}

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.

Table 1 Parameters in the URI

No.

Parameter

Value Type

Mandatory (Yes/No)

Description

1

agentid

String

Yes

Agent ID. The value ranges from 101 to 999999.

2

workNo

String

Yes

ID of an agent whose call is to be intercepted. The value ranges from 101 to 999999.

The agent ID must belong to the same VCC as the value of agentid.

3

callId

String

Yes

Call to be intercepted.

Method Name in Logs

intercept

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

    None

Response Description

Table 3 Parameters in the message body

No.

Parameter

Value Type

Description

1

message

String

Description.

2

retcode

String

Error code. The options are as follows:

0: success

Other values: failure

3

result

Object

Reserved field.

Triggered Event

  • AgentEvent_Talking
  • AgentMediaEvent_Record

Error Code

  • 100-006
  • 900-001
  • 900-002
  • 900-003

Example

  • Message header 
    Content-Type:application/json; charset=UTF-8
Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1
  • Request parameter

    None

  • Response parameter 
    {
    "message": "",
    "retcode": "0",
    "result": {}
}