Asking for Internal Help

Agent A and user B have set up a call, and agent A must ask for internal help from another agent (such as agent C). Internal help is classified into two-party help and three-party help.

• Two-party help: After agent C answers the internal help call from agent A, the call of user B is held, and agent A and agent C are in a call. After the two-party help request is successfully processed:
  • If agent C releases the call first, the call between agent A and user B is resumed.
  • If agent A releases the call first, the call of user B is transferred to agent C.
  • To retrieve the call with user B, agent A invokes the interface in Disconnecting a Call of a Specified ID based on callId of the call between agent A and agent C.
• Three-party help: After agent C answers the internal help call from agent A, the agent A, user B, and agent C are in a call. After the three-party help request is successfully processed:
  • If agent A releases the call first, user B and agent C form a two-party call.
  • If agent C releases the call first, user B and agent A form a two-party call.
  • If user B releases the call first, agent A and agent C form an internal call.
  • If agent A must retrieve the call with user B, agent A invokes the interface in Releasing a Connection of a Specified Number (the released number input at the interface is the ID of agent C).

Figure 1 Asking for internal help

• The agent is making a call with a customer.

For details, see Asking for Internal Help.

• Asking for help during two-party conversation

  AgentEvent_Hold

  AgentEvent_Customer_Alerting

  AgentEvent_Talking

• Asking for help during three-party conversation

  AgentEvent_Customer_Alerting

  AgentEvent_Customer_Release

  AgentEvent_Conference