Generating Indexes of Agent Operation Details

Description

This interface is invoked to generate an index file of agent operation details based on the conditions. After a file is generated, the file name (agentOprInfoFileName) is sent to the callback URL carried by callBackURL in callback mode.

The callback of the URL specified by callBackURL requires authentication. For details, see C2 Monitoring, System Outbound Call, CDR, and Knowledge Base Interface Authentication.

Usage Description

• Prerequisites
  • The developer environment has been established and agents can sign in and perform operations properly. The developer has an independent server and the server has been bound to the callback URL (callBackURL).
  • The accountId and agentId can be freely combined to generate an index file for the agent operation details. If neither of the parameters is specified, the corresponding data records of the appId in the specified period are generated.
  • You have passed the authorization and obtained the access URL.
  • You have set aicc.ssl.trustAll in the CC-FS configuration file /home/ccfsapp/webapps/ccfsapp/WEB-INF/classes/config/servicecloud.base.properties is to false and performed the following steps to place the certificate:
    1. Log in to the CC-FS server as an O&M user and switch to the root user.

       su - root

    2. Upload the third-party certificate that needs to be loaded by the callback URL for notifying the index file generated by the CC-FS to the same directory ($HOME/conf) as the truststore.jks certificate file of the AICC. The directory varies according to the actual environment.
    3. Change the owner group of the uploaded third-party certificate.

       chown ccfsapp:ccfsapp XXX.jks

    4. Import the third-party certificate to truststore.jks.

       keytool -import -alias xxx -file XXX.jks -keystore truststore.jks

       Enter the password of the truststore.jks certificate file as prompted.

    5. Delete the XXX.jks certificate from the environment.
    6. Restart the CC-FS.

       Go to the /home/ccfsapp/bin directory and run the following command:

       ./shutdown.sh;./startup.sh

• Usage restrictions

  A developer can access only the data of the account. The developer account (appId) must correspond to the enterprise account (accountId).

  The developer account is contained in the authentication string. For details, see C2 Monitoring, System Outbound Call, CDR, and Knowledge Base Interface Authentication.

Interface Method

POST

URI

https://ip:port/CCFS/resource/ccfs/queryAgentOprInfoData

Set ip to the IP address of the server where the CC-FS is installed and port to the HTTPS port number of the CC-FS.

If the request is routed through the NSLB, set ip to the IP address of the NSLB server and port to the HTTPS port number of the CC-FS service mapped on the NSLB.

Request

Response

The response obtained by invoking this interface consists of two parts:

(1) Response of the invoked party

(2) Response of the invoking part (response to third-party callback)

• Response of the invoked party

  Table 4 describes the parameters in the response.

• Response of the invoking party (response to third-party callback)

  The response consists request and msgBody. Table 7 describes msgBody parameters.

  request contains version (2.0 by default).

  msgBody consists of responseId (part of the agent operation details file name), fileName (name of the ZIP package of agent operation details to be downloaded), and accountId (tenant space ID).

Example

• Request header

  POST /CCFS/resource/ccfs/queryAgentOprInfoData HTTP/1.1
  Authorization: auth-v2/ak/2018-07-02T02:42:49Z/content-length;content-type;host
  /7a8fb9d620e******************5c5df0cce3c6a253
  Accept: */*
  Host: 10.154.198.164
  Content-Type: application/json;charset=UTF-8
  Content-Length: 297

• Request parameters

  {
      "request": {
          "version": "2.0"
      },
      "msgBody": {
          "beginTime": "2018-06-29 10:42:49",
          "endTime": "2018-07-02 10:42:49",
          "accountId": "",
          "agentId": "",
          "callBackURL": "https://10.57.118.171:8000"
      }
  }

• Response header

  HTTP/1.1 200 OK
  Content-Type: application/json;charset=UTF-8
  Date: Mon, 02 Jul 2018 02:43:03 GMT

• Response parameters

  {
      "resultData": {
          "responseId": "9239cb50a8384bb0ab503441bf089446"
      },
      "resultCode": "0",
      "resultDesc": "success"
  }

• Example of the message returned by the call center to the callback URL

  Message header:

  POST / HTTP/1.1
  Accept: */*
  Content-Type: application/json;charset=UTF-8
  Authorization: auth-v2/ak/2018-07-02T02:43:03Z/content-length;content-type;host
  /c5bd683******************ef5747bd572c28
  Host: 10.57.118.171
  Content-Length: 208

  Message parameters:

  {
      "request": {
          "version": "2.0"
      },
      "msgBody": {
          "responseId": "9239cb50a8384bb0ab503441bf089446",
          "agentOprInfoFileName": "20180702_9239cb50a8384bb0ab503441bf089446.zip"
      }
  }