Querying Agent Rest Information in a Specified VDN

Scenario

This interface is invoked to query all agent rest information in a specified VDN.

Interface Method

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

Internal Encapsulation Interface

BMS interfaces:

/ccbms/ws/monitor/teamrestinfo
/ccbms/ws/monitor/teamrestagentinfo
/ccbms/ws/monitor/agentstatusinfobyagentids

Request URL

https://ip:port/rest/cmsapp/v1/openapi/vdn/queryagentreststate

In a public cloud environment, ip indicates the IP address of the CC-CMS server, and port indicates the HTTPS port number of the CC-CMS server. Contact the administrator to obtain the values.

In a non–public cloud environment where the NSLB service is configured, ip indicates the IP address of the NSLB server, and port indicates the HTTPS port number of the CC-CMS service mapped on the NSLB server.

Request Description

**Table 1** Parameters in the request header
No.	Parameter	Value Type	Mandatory	Description
1	Content-Type	String	Yes	The value is fixed at application/json; charset=UTF-8.
2	Authorization	String	Yes	For details about the generation mode, see C2 Monitoring, System Outbound Call, CDR, and Knowledge Base Interface Authentication.

**Table 2** Parameters in the request message body
No.	Parameter	Value Type	Mandatory	Description
1	ccId	Integer	Yes	ID of a call center. The value ranges from 1 to 65535.
2	vdn	Integer	Yes	ID of a VDN. The value ranges from 1 to 5000.
3	limit	Integer	Yes	Number of query records on each page. The value ranges from 1 to 1000.
4	offset	Integer	Yes	Parameter for determining the start page of the query. Value of offset = Value of limit x (Value of page – 1). The value of offset is greater than or equal to 0. page indicates the start page of the query.

Response Description

**Table 3** Parameters in the response message body
No.	Parameter	Value Type	Description
1	result	String	Query result. The options are as follows: 0: success Other values: failure For details about the failure causes, see Error Code Reference. NOTE: This field is reserved for compatibility with interface response parameters in 8.13 and earlier versions.
2	resultCode	String	Query result. The options are as follows: 0100000: success Other values: failure For details about the failure causes, see Error Code Reference.
3	resultDatas	Object	Object in the returned result after a successful query. For details about the parameters of this object, see Table 4. NOTE: This field is reserved for compatibility with interface response parameters in 8.13 and earlier versions.
4	resultDesc	Object	Object in the returned result after a successful query. For details about the parameters of this object, see Table 4.
5	count	Integer	Total number of agents in the VDN.

**Table 4** Parameters of resultDesc/resultDatas
No.	Parameter	Value Type	Description
2.1	onRestAgentNum	Integer	Number of resting agents.
2.2	allowRestAgentNum	Integer	Number of agents who are allowed to have a rest but still at work.
2.3	waitRestAgentNum	Integer	Number of agents who apply for a rest.
2.4	details	Array	Agent rest details. For details about the parameters of the object in this array, see Table 5.
NOTE: The response result is the agent rest data obtained based on the pagination parameters limit and offset in the request. For example, if both limit and offset are set to 10, the 10 agents on the second page (10 agents per page) are obtained, and then rest statistics on the 10 agents are collected.

**Table 5** Agent rest details
No.	Parameter	Value Type	Description
2.4.1	agentId	Integer	Agent ID.
2.4.2	cantRestCause	Integer	Reason why agents are not allowed to have a rest. This parameter is valid only for the agents who wait for a rest. For details about the parameters of this object, see Table 6.
2.4.3	vdnId	Integer	ID of a VDN.
2.4.4	ccId	Integer	ID of a call center.
2.4.5	beginTime	Long	Start time. This parameter indicates the rest start time for resting agents, and the start time of applying for or approving a rest for agents not resting. The time format is timestamp.
2.4.6	applyRestLength	Integer	Requested rest duration, in seconds.
2.4.7	name	String	Agent name.
2.4.8	reqRestDura	Long	Rest duration, that is, the rest duration of an agent who is taking a rest, in seconds.
2.4.9	skillIds	String	Skill queue to which an agent waiting for a rest signs in. The value is returned only when the value of cantRestCause is 4.

**Table 6** Reason for not allowing rest
Value of the Reason for Not Allowing Rest	Description
0	The agent is waiting for approval.
1	The agent is in busy state.
2	The number of agents who can take a rest in the VDN reaches the maximum.
3	The agent does not answer any inbound calls, because the agent does not sign in to any skill queues.
4	The number of resting agents in a skill queue the agent signs in reaches the maximum.

Message Example

Request header

Content-Type: application/json;charset=UTF-8
Authorization: ******************

Request parameters

{
    "ccId":1, 
    "vdn":170,
    "offset":0,
    "limit":3
}

Response parameters

{
    "result": "0",
    "resultCode": "0100000",
    "resultDatas": {
        "onRestAgentNum": 2,
        "allowRestAgentNum": 0,
        "details": [
            {
                "agentId": 1034,
                "cantRestCause": 2,
                "vdnId": 170,
                "ccId": 1,
                "beginTime": 1602830642000,
                "applyRestLength": 600,
                "name": "zhang1130user"
            },
            {
                "agentId": 1039,
                "cantRestCause": 0,
                "vdnId": 170,
                "ccId": 1,
                "beginTime": 1602830613000,
                "applyRestLength": 600,
                "name": "HW285601039",
                "reqRestDura": 238
            },
            {
                "agentId": 1099,
                "cantRestCause": 0,
                "vdnId": 170,
                "ccId": 1,
                "beginTime": 1602830638000,
                "applyRestLength": 600,
                "name": "HW285601099",
                "reqRestDura": 213
            }
        ],
        "waitRestAgentNum": 1
    },
    "resultDesc": {
        "onRestAgentNum": 2,
        "allowRestAgentNum": 0,
        "details": [
            {
                "agentId": 1034,
                "cantRestCause": 2,
                "vdnId": 170,
                "ccId": 1,
                "beginTime": 1602830642000,
                "applyRestLength": 600,
                "name": "zhang1130user"
            },
            {
                "agentId": 1039,
                "cantRestCause": 0,
                "vdnId": 170,
                "ccId": 1,
                "beginTime": 1602830613000,
                "applyRestLength": 600,
                "name": "HW285601039",
                "reqRestDura": 238
            },
            {
                "agentId": 1099,
                "cantRestCause": 0,
                "vdnId": 170,
                "ccId": 1,
                "beginTime": 1602830638000,
                "applyRestLength": 600,
                "name": "HW285601099",
                "reqRestDura": 213
            }
        ],
        "waitRestAgentNum": 1
    },
    "count": 30
}

Parent topic: Real-Time Interfaces for VDNs

Previous topic: Querying Information About System Access Codes in a Specified VDN

Next topic: Querying Agent Phone Numbers in a Specified VDN