Switching Between Voice and Video Calls

Prerequisites

• The agent has signed in.
• The agent has an ongoing voice call.

  Currently, the voice and video switchover is supported in the following scenarios:

  • An agent initiates a voice call or a customer dials a called route to connect to an agent. After the voice call is connected, the agent can switch the voice call to a video call.
  • A call is held, unheld, muted, or unmuted.
  • A call is transferred to an agent or a skill queue.
• To use the unidirectional video capability to specify the user video direction, for example, the user only receives but does not send videos, or the user only sends but does not receive videos, you have logged in to the CDE of the UAP9600 and run the following MML commands to check and modify the related parameter.
  1. Check whether both Bit and Bit Value of the software parameter P978 are set to 0.

     LST SFP: ID=P978;

  2. If no, run the following command to modify the parameter:

     MOD SFP: ID=P978, MODTYPE=P1, BIT=0, BITVAL=0;

Description

A video agent can switch a voice call to a video call.

Interface Method

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

URI

https://ip:port/agentgateway/resource/voicecall/{agentid}/mediaswitch?mediaType=3&videoDirection=4

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

mediaSwitch

Request Description

• Message header

  Table 2 Parameter 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.

• Message body

  None

Response Description

Triggered Event

• AgentEvent_MediaSwith
• AgentMediaEvent_StopRecordDone
• AgentEvent_Call_Release

Error Code

• 200-027
• 200-028
• 200-029
• 200-030

Example

• Message header

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

• Request parameter

  None

• Response parameter

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