Querying Agent Rest Information
Scenario
This interface is invoked to query all agent rest information.
Interface Method
The request method must be set to POST. This interface supports only the POST method.
Internal Encapsulation Interface
- CTI3.6 BMS interface: /ccbms/ws/monitor/teamrestinfo
- CTI3.6 BMS interface: /ccbms/ws/monitor/teamrestagentinfo
- CTI3.8 BMS interface: /ccbms/ws/monitor/queryAgentRestDetailInfo
Request URL
https://ip:port/rest/cmsapp/v1/openapi/agentgroup/agentrestinfos
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
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. |
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 |
offset |
Integer |
No |
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. This field is valid only in CTI3.6. |
4 |
limit |
Integer |
No |
Number of query records on each page. The value ranges from 1 to 100. limit and offset must exist or not exist at the same time. This field is valid only in CTI3.6. |
Response Description
No. |
Parameter |
Value Type |
Description |
---|---|---|---|
1 |
result |
String |
Query result. The options are as follows:
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:
For details about the failure causes, see Error Code Reference. |
3 |
resultDatas |
Object |
Object array in the returned result after a successful query. For details about the parameters of the object in this array, 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. |
No. |
Parameter |
Value Type |
Description |
---|---|---|---|
2.1 |
allowRestNum |
Integer |
Number of agents who are allowed to have a rest but still at work. |
2.2 |
onRestNum |
Integer |
Number of agents that are resting. |
2.3 |
waitRestNum |
Integer |
Number of agents who apply for a rest. |
2.4 |
agentsRestDetails |
Array |
List of details about agents who take a rest in the VDN. For details about the parameters of the object in this array, see Table 5. |
No. |
Parameter |
Value Type |
Description |
---|---|---|---|
2.4.1 |
agentName |
String |
Agent name. |
2.4.2 |
workNo |
Integer |
Agent ID. |
2.4.3 |
cantRestReason |
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. |
2.4.4 |
beginTime |
Long |
Start time. For resting agents, this parameter indicates the rest start time. For agents who are not in rest, this parameter indicates the requested or approved rest start time. The value is in the timestamp format. |
2.4.5 |
restDuration |
Long |
Requested rest duration, in seconds. |
No. |
Value of the Reason for Not Allowing Rest |
Description |
---|---|---|
2.4.3.1 |
0 |
The agent is waiting for approval. |
2.4.3.2 |
1 |
The agent is in busy state. |
2.4.3.3 |
2 |
The number of agents who can take a rest in the VDN reaches the maximum. |
2.4.3.4 |
3 |
The agent does not answer any inbound calls, because the agent does not sign in to any skill queues. |
2.4.3.5 |
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
{ "queryParam": { "ccId":1, "vdn":1, "offset":0, "limit":100 } }
- Response parameters
{ "result": "0", "resultCode": "0100000", "resultDatas": { "allowRestNum": 101, "onRestNum": 1, "waitRestNum": 0, "agentsRestDetails": [ { "agentName": "z1", "workNo": 55001, "cantRestReason": 1, "beginTime": 2345, "restDuration": 22333 } ] }, "resultDesc": { "allowRestNum": 101, "onRestNum": 1, "waitRestNum": 0, "agentsRestDetails": [ { "agentName": "z1", "workNo": 55001, "cantRestReason": 1, "beginTime": 2345, "restDuration": 22333 } ] } }
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