Help Center/ Customer Engagement Center/ API Reference/ Agent Operation Interface Reference/ Appendix/ Events/ Audio and Video Call Event/ Inbound Call Notification
Updated on 2025-11-13 GMT+08:00
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Inbound Call Notification

  • Identifier

    AgentEvent_Incoming_CallInfo

  • Function

    This event notifies an agent of an inbound call.

  • Additional information
    • callId: unique ID of the call.
    • skillName: skill queue name.
    • skillId: skill queue ID.
    • caller: calling number.
    • called: called number.
    • lastReleaseAgentId: ID of the agent who released the call last time.
    • mediaType: media type. The options are as follows:
      • 1: text chat
      • 2: click-to-dial call
      • 4: callback request
      • 5: common voice or video call
      • 15: predicted outbound call
      • 16: previewed outbound call
      • 17: message call
      • 19: common video call
      • 51: multimedia web chat
      • 53: social chat
    • releaseAndReQueueCount: number of times the call is released by an agent and rerouted.
    • releaseAndReQueueCallFlag: whether the call is rerouted after being released by an agent. The options are 0 (no) and 1 (yes).
  • Example

    {"eventType": "AgentEvent_Incoming_CallInfo","workNo": "56020","content": {"callId": "1669951418-12166","skillName": "defaultVideoSkill","skillId": 1, "caller": "88880165","called": "310300","lastReleaseAgentId": 65535,"mediaType": 19,"releaseAndReQueueCount": 0,"releaseAndReQueueCallFlag": 0}}