Making an Internal Call

Prerequisites

• The agent has signed in.
• The agent is not answering any call (except a held call).

Description

This interface is used by an agent that has signed in to make an internal call.

Interface Method

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

URI

https://ip:port/agentgateway/resource/voicecall/{agentid}/callinner

In the URL, ip indicates the IP address of the CC-Gateway server, and port indicates the HTTPS port number of the CC-Gateway server.

Method Name in Logs

callInner

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

  Table 3 Parameters in the message body

  No.	Parameter	Value Type	Mandatory (Yes/No)	Description
  1	called	string	Yes	Employee ID of the called agent. It cannot be left empty and must be a 1- to 24-digit number or * or #.
  2	caller	string	No	Calling number. It can be left empty. The default value is the calling number pre-configured by the platform. It must be a 0- to 24-digit number.
  3	skillid	int	No	Indicates the ID of a skill. The value is a number and can be left empty. When the parameter is left empty, the default skill ID configured on the platform is used.
  4	callappdata	string	No	Indicates call-associated data. It can be left empty. The maximum value is 16 KB.
  5	mediaability	int	No	This parameter is invalid for internal calls. An internal call is initiated based on the intersection of the media type to which the agent signs in and the media capability of the default skill queue of the VDN. If an agent signs in to a video media and the default skill queue of the VDN supports the video service, the internal call is a video call. In other cases, internal calls are voice calls.

Response Description

Triggered Event

• AgentOther_PhoneAlerting
• AgentOther_PhoneOffhook
• AgentState_Busy
• AgentEvent_Customer_Alerting
• AgentEvent_Talking
• AgentEvent_Inside_Call_Fail
• AgentEvent_Call_Out_Fail
• AgentEvent_Connect_Fail

Error Code

• 000-002
• 100-006
• 100-007
• 200-018

Example

• Message header

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

• Request parameter

  {
      "called": "40040"
  }

• Response parameter

  {
    "result": {},
    "message": "success",
    "retcode": "0"
  }