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Cognitive Engagement Center
Cognitive Engagement Center
- Service Overview
- Getting Started
-
User Guide
- CEC Operation Guide
-
Tenant Administrator Guide
- Tenant Space
- Configuring the Employee Center
-
Enabling Manual Services
- Voice and Video Services
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Agent Workbench
- Configuring Call Reasons
- Configuring Rest Reasons
- Configuring Contact Record Data Items
- Configuring the Voice Notification Function
- Configuring the One-Click Bidirectional Call Function
- Configuring Screen Pop-ups
- Configuring Pages
- Configuring Dynamic Data Tables
- Querying Table Data
- Managing the Multimedia Library
- Configuring Identity Authentication Processes
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Other Configurations
- Configuring the Fault Prompt Tone
- Configuring Satisfaction Surveys
- Configuring the Customized Tone (Agent Ringback Tone)
- Configuring Page Message Notifications
- Configuring Voice Silent Agents
- Managing Messages
- Viewing Contact Records
- Viewing Bidirectional Call Records
- Configuring the Online Chat Service Time
- Viewing Skill Queue Adjustment Records
- Viewing Identity Authentication Records
- Managing Documents
- Managing Harassment Records
- Configuring Service Guidance
- Configuring SmartCare Integration Information
- Configuring a Mobile Agent
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Configuring Multimedia Channels
- Configuring the WeChat Channel
- Configuring the Web Channel
- Configuring the X (Twitter) Channel
- Configuring AICC Information
- Configuring the 5G RCS Channel
- Configuring the Email Channel
- Configuring the LINE Channel
- Configuring the WhatsApp Channel
- Configuring the SMS Channel
- Configuring the Instagram Channel
- Configuring the Telegram Channel
-
FAQ
- How Do I Set the Click-to-Dial Called Route?
- How Do I Enable the Last Agent Mode?
- How Do I Set Session End Due to No Customer Reply?
- How Do I Set Session Transfer Due to No Agent Reply?
- How Do I Set Session Transfer?
- How Do I Set the Third-Party Authentication Key?
- How Do I Enable Offline Messages?
- How Do I Enable Message Push?
- How Do I Enable the Auto Reply and Non-Workday Reply Functions?
- How Do I Enable Connection to the Intelligent Robot?
- How Do I Enable Connection to the Robot Assistant?
- Creating an App Using a Facebook Developer Account
- How Do I Set Automatic Email Reply?
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Robot Management and Configuration Guide
- Getting Started
-
Configuring an Intelligent Robot
- Overview
- Configuring an Appointment Chatbot (Task-oriented Robot)
- Adding a Q&A-oriented Robot
-
Other Operations
- Managing Variables
- Maintaining Stored Procedures
- Creating Work Calendar Templates
- Adding Data Tables
- Adding Domains
- Adding Entities
- Adding Sensitive Words
- Adding Knowledge Gray Rules
- Managing Models
- Managing Robot Test Cases
- Reviewing a Historical Message
- Processing a Question Clustering Task
- Setting Intelligent Engine Parameters
- Managing the Call History
- Viewing Flow Analysis
- Checking Flows
- Adding Gray Rules
- Configuring 2D Virtual Humans
- Configuring the SmartCare Intelligent Robot
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Reference
-
Diagram Elements
- Start
- Robot Reply
- Conversation Analysis
- Subflow
- Call Ending
- Switching Between Voice and Video Calls
- Voice Playback
- Voice Playback and Digit Collection
- Language Selection
- Semantic Recognition
- Menu Configuration
- Call Transfer
- Error Count Clearance
- Branch Judgment
- Logic Loop
- Variable Assignment
- Rule Validation V2
- Time Selection
- Interface Invocation
- Data Table
- Stored Procedure
- Information Query
- User Level
- Message Leaving
- SMS
- Satisfaction Configuration
- Key Recognition (Expired and Not Recommended)
- Rule Verification (Expired and Not Recommended)
- Date Processing (Expired and Not Recommended)
- SMS Sending (Expired and Not Recommended)
- JSON Data Invoking (Expired and Not Recommended)
- Composite
- Avatar Reply
- Connection Lines Between Diagram Elements
- Parameters
-
TUC Interfaces
- /chatbot/rest/tuc/v1/nlp/detectRegularEntity
- /chatbot/rest/tuc/v1/nlp/identify
- /chatbot/rest/tuc/v1/recommendFaq
- /chatbot/rest/tuc/v1/qualityInspection/qiOnline/recognize
- /chatbot/rest/tuc/v1/nlp/feedback
- /chatbot/rest/tuc/v1/nlp/textClassify
- /chatbot/rest/tuc/v1/nlp/detectEntity
- /chatbot/rest/tuc/v1/qualityInspection
- Built-in Functions
-
Diagram Elements
-
FAQs
- Why Do I Need to Configure Stop Words?
- Why Are Some Intentions Matched Despite Low Matching Rates?
- Why TTS Cannot Identify the Date Format?
- How Do I Configure the Scenario Where Multiple Slots Are Filled Repeatedly?
- How Do I Resolve the Problem of Infinite Loop During Interaction Between the IVR and ODFS?
- How Do I Configure the Number of Voice Recognition Errors in a Flow?
- How Do I Configure an Entity That Matches Any Character String?
- What Causes Incorrect ASR?
- How Do I Transfer the Disconnection Reason Code to the Specified Business Interface?
- How Do I Configure the Language Recognition Interface?
- How Do I Configure Dynamic Flow Variables?
- How Do I Use a Rule Corpus?
- How Do I Assign Values to and Use Lists and Objects?
- How Do I Parse Call-associated Data?
- How Do I Press a Key to Collect Digits or Return to the Upper-Level Menu When the Play Voice & Collect Digit Diagram Element Does Not Support the Asterisk (*) Key?
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Operator: Configuring a Common IVR
- Introduction to the IVR Flow
- Managing Voice and Video Resources
- Configuring a Common IVR
- Configuring Robot Tracking
- Configuring a Called Route
- Configuring a Flow Track
- Configuring IVR Recording
- Querying Flow Transfer Records
- Typical Configuration Example
-
Diagram Elements
- Start
- Subflow
- Call Ending
- Switching Between Voice and Video Calls
- Voice Playback
- Voice Playback and Digit Collection
- Language Selection
- Menu Configuration
- Call Transfer
- Error Count Clearance
- Branch Judgment
- Logic Loop
- Variable Assignment
- Rule Validation V2
- Interface Invocation
- Data Table
- Stored Procedure
- Time Selection
- Information Query
- User Level
- Message Leaving
- SMS
- Survey
- Satisfaction Configuration
- Call Ending (Expired and Not Recommended)
- Condition Judgment (Expired and Not Recommended)
- Ringing (Expired and Not Recommended)
- Response (Expired and Not Recommended)
- User Level (Expired and Not Recommended)
- Time Selection (Expired and Not Recommended)
- Assignment (Expired and Not Recommended)
- Transfer (Expired and Not Recommended)
- Interface Invocation (Expired and Not Recommended)
- Configuring the Preconfiguration Intelligent Flows
- Large Language Model Service Zone
- Small Language Model Zone
- IVR Journey Analysis
- Monitoring Outbound Call Risks
- Managing Cases
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Managing Inspections
- Overview on Inspection Management
- Typical Scenario: Configuring Manual Inspection Tasks
- Managing Manual Inspections
- Typical Scenario: Configuring AI Inspection Tasks
- Managing AI Inspections (Self-Developed)
- Managing the Notification Center
- Managing the Customer Center
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Making Intelligent Outbound Calls
- Overview of Outbound Call Tasks
-
Preparations for Creating Outbound Call Tasks
- Managing Special Dates
- Managing Blocklisted Outbound Numbers
- Defining Business Results
- Defining Outbound Call Data Attributes
- Defining Outbound Call Results
- Creating Outbound Call Templates
- Managing the Special List
- Configuring an Outbound Call File Server
- Importing Mapping Rules
- Managing Task Groups
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Managing Outbound Call Tasks
- Creating Common IVR Outbound Call Tasks or Intelligent Robot Outbound Call Tasks
- Creating Predicted Outbound Call Tasks
- Creating Previewed Outbound Call Tasks
- Creating Preempted Outbound Call Tasks
- Creating Fixed Outbound Call Tasks
- Creating Manual Outbound Call Tasks
- Configuring an Outbound Call Task
- Managing Outbound Call Tasks in Batches
- Managing Multimedia Marketing
- Managing Outbound Call Task Reports
- Managing Surveys
- Managing Intelligent Training
- Configuring the Knowledge Base
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Configuring Public Resources
- Modifying Policy Information
- Viewing Interconnection Parameters
- Configuring Parameters
- Adding Customer Numbers to the Special List
- Configuring the Channel Special List
- Managing a Certificate
- Configuring Email Special List Rules
- Configuring SMS Special List Rules
- Configuring Resource Dump Tasks
- Managing Menus
- Managing Email Signatures
- Configuring Message Flow Control Rules
- Configuring UC Integration
- Managing Emails
- Configuring External Numbers
- Querying Operation Logs
- Querying Sign-in Logs
- Managing Business Fault Bypass
- Co-browsing
- Social Media Operations
- Performance Management
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Agent Guide(AICC)
- Introducing Agent Workbenches
- Switching the Agent Status
- Allowing Browser Pop-up Notifications
- Handling Voice Businesses
- Handling Video Businesses
- Handling Multimedia Chat Businesses
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Performing Other Agent Operations
- Configuring the Personal Center
- Querying Historical Contacts
- Viewing Inbound Call Information
- Setting the Handled Number
- Setting Call Reasons
- Setting the Online Chat Service Time
- Configuring Personalized Common Phrases
- Sending Notifications
- Viewing Skill Queue Adjustment Records
- Viewing Identity Authentication Records
- Performing Identity Authentication
- Viewing Customer Information
- Managing Documents
- Creating Harassment Records
- Editing Customer Information
- Querying Sign-In Records
- Performing Screen Recording for Agents
- SmartCare Fault Demarcation
- Intelligent Case Filling
- Creating a Case by One Click
- Searching for Satisfaction Statistics
- Managing Inspection Results
- Typical Scenarios
- Viewing Training Tasks
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Intelligent Outbound Call Tasks
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Agent Outbound Call Task
- Introduction to the Outbound Call Task of an Agent
- Manually Making an Outbound Call
- Viewing and Executing a Previewed Outbound Call
- Viewing a Predicted Outbound Call
- Viewing a Preempted Outbound Call
- Creating a Reserved Outbound Call Task
- Adding a Customer Number to the Blocklist
- Changing an Outbound Number
- Viewing Outbound Call Results
- Reserved Manual or Automatic Outbound Call
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Agent Outbound Call Task
- OpenEye Help Document
- Implementing Intelligent Case Filling
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Inspector Guide
- Processing Manual Post-Event Inspections
- AI Inspection
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Performing Agent Monitoring and Inspections
- Monitoring Configuration
- Monitoring Management
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Report Query
- VDN Traffic Report
- VDN Traffic Report by Access Code
- IVR Traffic Report
- IVR Traffic Report by Access Code
- Skill Queue Traffic Report
- Skill Queue Traffic Report by Access Code
- Traffic Summary Report
- Agent Traffic Report
- Agent Outbound Call Report
- Agent Operation Report
- Abandoned Call in Ringing Report
- Interval-based VDN Traffic Report
- IVR Outbound Call Report
- System Performance Report
- Agent Timesheet Report
- Price Details
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Developer Guide
-
Development Overview
- Development Map
-
Development Solutions
- Multimedia Channel Access Solution
- Self-Service (IVR) Integration Solution
- Voice and Video Agent Integration Solution
- Multimedia Agent Integration Solution
- Mobile Agent Integration Solution
- Screen Pop-up Integration Solution
- Intelligence Solution
- Operations Monitoring and Report Integration Solution
- Automatic Outbound Call Integration Solution
- CDR Download and Recording Backhaul Integration Solution
- Development Preparations
- Contact Us
- User Access-VoIP Voice and Video Access
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User Access-Web Lightweight Client Integration (JS)
- Lightweight Web Chat Control Integration (Token Mode)
- Lightweight Web Chat Control Integration (Authorization Mode)
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User Access--Web Client Access (RESTful)
- Overview
- Machine-Machine Interface, AK/SK-based Authentication Interface
- Third-party Request Authentication
- Query Queue Information
- Proactively Poll Information Sent by Agents
- Submit Customer Satisfaction Evaluation Results
- Send Message
- Send Files by Customer
- Receive Document by Customer
- Associate Common Phrases
- Create Click-to-dial Call
- Get Click-to-dial Event
- Check Whether Support Click-to-dial
- Release Click-to-dial Call
- Submit Offline Messages by Customer
- Create an Anonymous Call
- Submit Customer Satisfaction with Robots
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Agent Integration-Agent Lightweight Connection Block Integration (JS)
- Overview
- Integration Principles
- Integration Procedure
- Preparations
- Integration Development
- (Optional) Developing Other Functions
- Test and Verification
- Agent Integration--CC-Gateway Development Guide
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Agent Integration-OpenEye H5 Softphone Interface Integration
- Change History
- OpenEye H5 Softphone Interface Overview
- OpenEye Installation Guide
- Development Guide to H5 Softphone Integration on the Agent Side
- Voice Call Interfaces
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Voice and Video Call Interface Extension
- Voice and Video Calls
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Device Management
- getMediaDevices (Obtaining the Device List)
- setMicIndex (Setting the Microphone)
- mediaGetMicIndex (Querying the Microphone in Use)
- setSpeakIndex (Setting the Speaker)
- mediaGetSpeakIndex (Querying the Speaker in Use)
- setMicVol (Setting the Microphone Volume)
- getMicVol (Querying the Current Microphone Volume)
- setSpkVol (Setting the Speaker Volume)
- getSpkVol (Querying the Current Speaker Volume)
- setVideoWindowParam (Setting the Position, Width, and Height of the Video Window)
- setVideoLayoutMode (Setting the Video Window Layout Mode)
- setVideoDisplayMode (Setting the Image Cropping Mode in the Video Window)
- openCamera (Turning on the Camera)
- closeCamera (Turning off the Camera)
- Screen Sharing
- Screenshot
- Screen Recording
- Error Codes
-
Operation Management - Agent Workbench Integration with Third-Party Web Pages
- Overview
- Scenario 1: Integration by Using a URL (in GET Parameter Transfer Mode)
- Scenario 2: Integration by Using a URL (in POST Parameter Transfer Mode)
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Scenario 3: Integration by Using a URL (in Page JavaScript Invocation Mode)
- Overview
- Development Procedure
- Preparation
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Integration Development
- Importing AICC.Support.js
- Developing the Function of Registering Listening Events
- Developing the Function of Removing Listening Events
- Developing the Function of Making One-Click Outbound Calls
- Developing the Function of Obtaining the Identity Authentication Result
- Development Example
- Post-development Configuration
- Test and Verification
-
Appendix - Process Description
- Overall Working Process
- Process of Registering a Listening Event (addHandler)
- Process of Removing a Listening Event (removeHandler)
- Process of Executing a One-Click Outbound Call (clickToOutbound)
- Process of Executing the Handling Method of a Registered Event
- Process of Executing the One-Click Outbound Call Method
- Process of Obtaining the Identity Authentication Result
- Scenario 4: Integration by Invoking an Enterprise API
- Scenario 5: Integration by Recording Information to the CEC
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Development Overview
-
API Reference
- Interface Overview
- Glossary
- Change History
- Interface Authentication Modes
-
Call Center Configuration Interface Reference
-
Agent Management
- Creating a Single Agent Account (agentAccount/create)
- Deleting a Specified Agent Account (agentAccount/delete)
- Modifying Information About an Agent Account (agentAccount/update)
- Querying Agent Account Information (agentAccount/query)
- Binding an Agent to a Skill Queue (addSkillsToAgent)
- Unbinding an Agent from a Skill Queue (releaseAgentBySkillId)
- Querying Agent Information by Skill Queue ID (queryAgentInfoBySkillId)
- Changing the SIP Phone Number Login Password of an Agent (updateSipPhonePassword)
- Querying Softphone Information of All Agents, Excluding Business Accounts (querySysInfo)
- Querying Softphone Information of All Agents, Including Business Accounts (queryAgentInfo)
- Querying the Account Sign-in Result (queryAgentLoginParams)
- Querying Agent Information by Sign-in Account (queryAgentInfoByAccount)
- Deleting Data by Customer Number (cleancustpersonaldata)
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Skill Queue Management
- Creating a Skill Queue (createSkill)
- Deleting a Skill Queue (deleteSkill)
- Modifying a Skill Queue (modifySkill)
- Querying Skill Queues (querySkills)
- Obtaining the Total Number of Users in a Configured Skill Queue
- Obtaining the Number of Users in a Skill Queue to Which an Agent Has Signed In
- Obtaining the Skill Queue Information of the Home VDN of an Agent
- Obtaining the Total Number of Users in a Specified Skill Queue
- Querying the Statistics About a Set of Skill Queues
- Querying the IVR Information of the VDN to Which an Agent Belongs
- Querying Information About Agents That Have Signed In to a Skill Queue
- Querying the Details About a Specified Agent
- Querying the Details About All Online Agents That Have Signed In to a Skill Queue
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Number Management
- Querying Access Codes (queryAccessCodeList)
- Creating a Binding Relationship Between an Access Code, Skill Queue, and IVR (createCalledRoute)
- Deleting the Binding Relationships Between Access Codes, Skill Queues, and IVR Flows (deleteCalledRoute)
- Modifying a Binding Relationship Between an Access Code, Skill Queue, and IVR (modifyCalledRoute)
- Querying the Binding Relationships Between Access Codes, Skill Queues, and IVR Flows (queryCalledRoute)
- Querying the Home Area of a Number (getPhoneNoRegionInfo)
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IVR Flow Management
- Querying All IVR Flows of a Specified Tenant Space (queryIVRFlowList)
- Querying Satisfaction Survey Information (querySatisfactionConfig)
- Querying Satisfaction Survey Results (satisfaction /query)
- Uploading IVR Voice Files (importVoiceFile/upload)
- Uploading a TTS Template for Voice Notifications (createVoiceTemplate)
-
Agent Management
-
Agent Workbench Interface Reference
-
Agent Control
-
Agent Operation Interfaces: onlineagent
- Signing In
- Forcibly Signing In
- Maintaining the Heartbeat by an Agent
- Sending Notes
- Querying Configured Skill Queues
- Querying Configured Skill Queues of Specified Agents
- Setting Automatic Answering
- Resetting Skill Queues
- Setting Idle
- Setting Busy
- Canceling the Busy State
- Applying for Rest
- Canceling Rest
- Entering the Work State
- Quitting the Work State
- Changing the Password (Extended)
- Setting Whether to Enter the Idle State
- Signing Out
- Forcibly Signing Out
- Forcibly Signing Out with a Cause Code
- Getting Agent Status
- Setting Whether to Answer Inbound Calls
- Signing In to the Platform by an Agent
- Actively Requesting to Update the GUID When the Agent Page Is Refreshed
- Synchronizing the Agent Status and Call Information When the Agent Page Is Refreshed
- Obtaining Token Information
- Customizing Status by an Agent
- Querying Customized Status by an Agent
- Canceling Status Customization by an Agent
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Call Control Interfaces: voicecall
- Making a Common Outbound Call
- Making a Previewed Outbound Call
- Answering a Call
- Making an Internal Call
- Asking for Internal Help
- Muting a Call
- Unmuting a Muted Call
- Holding a Call
- Holding a Call
- Unholding a Call
- Transferring a Call
- Canceling Transfer
- Performing Two-Stage Dialing (Extended)
- Making a Three-Party Call
- Disconnecting a Call of a Specified ID
- Dropping a Call
- Releasing a Connection of a Specified Number
- Switching Between Voice and Video Calls
- Controlling the Image Display Mode of a Three-Party Video Call
- Requesting a Specified Call
- Picking Up a Call for Other Agents
- Rejecting an Inbound Call
- Taking the Phone Off the Hook
- Rejecting a Call
- Passing Numbers in a Conference
- Answering Calls on a Mobile Phone (login)
- Exiting the Function of Answering Calls on a Mobile Phone (logout)
- Querying Whether a Specified Agent Answers Calls on a Mobile Phone (isOfflineAgent)
-
Call Data (calldata)
- Querying Call Information
- Querying Call-Associated Data
- Configuring Call-Associated Data (Extended)
- Querying the List of Held Calls
- Querying Call Information Before Answering a Call
- Querying Call Information by Call ID
- Querying Call IDs of a Specified Agent
- Querying the Number of Current Calls of an Agent
- Querying Current Call Statistics Information About an Agent
- Querying the Current Call Statistics of an Agent (Extended)
- Querying Information About Calls Waiting in a Specified Skill Queue
- Querying All Calls Placed on Hold by a Specified Agent
- Agent Event: agentevent
- Multimedia: mediaCall
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Agent Conference: agentconf
- Applying for an Agent Conference
- Answering an Agent Conference Call
- Rejecting an Agent Conference Call
- Leaving an Agent Conference
- Releasing an Agent Conference
- Holding a Participant in a Conference
- Unholding a Participant in a Conference
- Applying for Extending a Conference
- Transferring the Chairperson Permission
- Inviting Participants in Batches
- Deleting Participants in Batches
- Modifying Participant Attributes
- Playing an Announcement in an Agent Conference
- Stopping Conference Announcement Playing
- Playing an Announcement in an Agent Conference Channel
- Stopping Announcement Playing in an Agent Conference Channel
- Changing the Number of Conference Participants
- Querying Conference Information in Batches
- Querying an Ongoing Conference ID in the VDN
-
Agent Operation Interfaces: onlineagent
-
Agent Bidirectional Calls
- Creating a Bidirectional Call (V1.0.0) (createCall)
- Creating a Bidirectional Call (V3.0.0) (createCall)
- Querying Call History Records (queryCallDetailRecord)
- Querying Call Status (queryCallState)
- Obtaining the Recording File URL (getRecordingAddress)
- Querying Allocated Softphone Numbers (V1.0.0) (queryPhone)
- Querying Allocated Softphone Numbers (V2.0.0) (queryPhone)
- Obtaining the Information About the Destination Device of a Call (getCalledInfo)
- Creating a Voice Outbound Call (V1.0.0) (createVoiceNotification)
- Creating a Voice Outbound Call (V2.0.0) (createVoiceNotification)
- Querying Contact Records (queryUserContactLimit)
- Querying Call Information (queryCallInfoByCallId)
- Sending an ITA Bidirectional Call Result Notification (statusnotify)
- Callback Interface
-
Voice Recognition Result Subscription Interfaces
- Subscription
- Subscription Modification
- Unsubscription
- Handshake
- Handshake (Extended)
- Recognition Result Notification
-
Error Code Definition
- Error Codes Returned by the CC-Gateway
- Common Voice Recognition Result Subscription Interface Error Codes
- Common Error Codes Returned by the CTI Platform
- VDN Configuration Interface Error Codes Returned by the CTI Platform
- System Configuration Interface Error Codes Returned by the CTI Platform
- Error Code Returned by UAP
- Role Permission Bit Description
- App Personal Settings
-
Appendix
-
Events
- Events Related to Agent State
-
Audio and Video Call Event
- Entering the Talking State
- Customer Ringing
- Holding Success
- Entering Three-Party Conversation Successfully
- Making an Outgoing Call Unsuccessfully
- Outbound Call Failure Cause Detected
- Making an Internal Call Unsuccessfully
- No Answer from an Agent for a Long Time
- Agent Exiting a Call
- User Exiting a Call
- Automatically Answering a Call
- Notifying the Agent of an Inbound Call
- Connection Failure
- Consultation Failure
- Notifying the Transfer Success Result
- Returning from IVR
- Switching Between Audio and Video Calls
- Media Capability Check
- Inbound Call Notification
- Events Related to Outgoing Call
- Recording Events
- Events Related to Voice Playback by Quality Checks
- Events Related to Real-time Quality Control
- Events Related to Physical Phone
- Other Agent-Related Events
- Events Related to Multimedia
- Agent Conference Event
- Events Related to Disaster Recovery
- Phone Linkage Events
- Error Codes
- Agent Status
- Call Type
- Device Type
- Interface Parameters
-
Events
-
Agent Control
-
Telemarketing Outbound Call Interface Reference
-
Outbound Campaign Management Interfaces
- Adding an Outbound Campaign (V1)
- Adding an Outbound Campaign (V2)
- Modifying an Outbound Campaign (V1)
- Modifying an Outbound Campaign (V2)
- Deleting an Outbound Campaign
- Querying Details About an Outbound Campaign
- Querying All Outbound Campaigns
- Suspending an Outbound Campaign
- Resuming an Outbound Campaign
- Setting the Retry Policy of an Outbound Campaign
- Querying the Retry Policy of an Outbound Campaign
- Adding the Definition of an Outbound Call Business Result
- Querying the Definitions of Outbound Call Business Results
- Collecting Outbound Call Exception Statistics
- Adding Calling Numbers
- Deleting Calling Numbers
- Interfaces for Managing Outbound Campaign Holidays
- Interface for Outbound Blacklist Management
-
Outbound Call Data Interfaces
- Adding Outbound Numbers
- Adding Outbound Numbers (V2)
- Deleting an Outbound Number
- Adding Number Types
- Querying Number Types
- Querying Outbound Numbers
- Collecting Outbound Call Statistics on the Current Day
- Importing an Outbound Call Data File from the Server
- Querying Outbound Call Data File Import Results
- Outbound Result Interface
- Outbound Callback
- Business Result Writeback
- File Server Management Interfaces
- Outbound Call External Result Definition Interfaces
- Querying Interface Invocation Records
-
Outbound Campaign Management Interfaces
- Survey Interface Reference
- iKBS Interface Reference
-
Chatbot Management Interface Reference
- Overview
- Domain Query Interface
- Dialog ID Binding Interfaces
- Flow Query Interface
- Dialog Interfaces
- Dialog Interfaces (V2)
- Interaction Record Query Interface
- Session Record Query Interface
-
FAQ Configuration Interface
- FAQ Group Query Interface
- FAQ Group Creation Interface
- FAQ Group Modification Interface
- FAQ Group Deletion Interface
- FAQ Group Status Change Interface
- Q&A Query Interface
- Q&A Creation Interface
- FAQ Modification Interface
- Q&A Deletion Interface
- Specific FAQ Group Test Interface
- FAQ Group Test and Activation Interface
- Intention List Query Interface
- Dedicated Interfaces for Silent Agents
- Interface for Pushing Packet Capture Recording Request Results
- Spelling Check Interface
- Specifications of the Interface for Connecting the ODFS to a Third-Party Robot System
- Statistics Report
- Querying the Offline Analysis of Outbound Call Failure Causes
- Intelligent Case Interface
- Interface for Querying the Recordings of Calls Transferred to a Third Party
- Semantic Recognition Interface
- GTS RPA Integration Interfaces
- Interface for Generating TTS Voices Based on Texts
- Offline Conversion Callback Interface
- Health Check Interface
-
Web Client Access Interface Reference
- Performing Third-Party Request Authentication (applyToken)
- Querying Queuing Information (queryQueueInfo)
- Proactively Polling Messages Sent by Agents (poll)
- Submitting the Customer Satisfaction Evaluation Result (saveSatisfaction)
- Sending a Message (send)
- Sending a File by a Customer (uploadFileStream)
- Receiving a File by a Customer (downloadFileStream)
- Associating Common Phrases Based on the Customer Input (queryPhraseByKeyword)
- Checking Whether the Current Tenant Space Supports the Click-to-dial Function (checkClickToCallSupport)
- Creating a Click-to-Dial Call (createClickToCall)
- Obtaining a Click-to-Dial Event (getClickToCallEvents)
- Releasing a Click-to-Dial Call (dropClickToCall)
- Creating an Anonymous Call (createcall)
- Submitting a Message by a Customer (doLeaveMessage)
- Submitting the Chatbot Satisfaction Evaluation Result (feedbacksatisfaction)
- Querying Historical Messages (queryHistoryChatMessage)
- Discarding an Email (chat_dropMail)
- Sending an MT WhatsApp Message (sendWhatsappMessage)
- Querying Information About the Current Chat on the Online Chat Workbench (getUserInfoBycallId)
- Querying the Satisfaction Survey Configuration (getSatisfactionSurveyMode)
-
Inspection, Monitoring, and Statistics Collection Interface Reference
-
Real-time Inspection: qualitycontrol
- Inserting
- Listening
- Intercepting
- Canceling Listening and Inserting
- Indicating an Agent in Busy State Forcibly
- Indicating an Agent in Idle State Forcibly
- Forcibly Signing Out
- Releasing a Call Forcibly
- Adjusting the Skill Queue of a Specified Agent
- Switching Between Listening and Inserting
- Forcing an Agent to Rest
- Requesting for Whispering
- Stopping Whispering
- Switching Among Whispering, Listening, and Barging
-
Intelligent Quality Check
-
scoresetting
- POST /CCSQM/rest/ccisqm/v1/appraisescore/createAppraiseScore
- POST /CCSQM/rest/ccisqm/v1/appraisescore/applyAppraiseScore
- POST /CCSQM/rest/ccisqm/v1/appraisescore/removeAppraiseScore
- POST /CCSQM/rest/ccisqm/v1/appraisescore/queryAppraiseScore
- POST /CCSQM/rest/ccisqm/v1/appraisescore/modifyAppraiseScore
-
sentencemanagement
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/createSentenceCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/moveSentenceToCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/deleteSentence
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/querySentence
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/querySentenceByCategoryId
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/updateSentence
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/updateSentenceCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/deleteSentenceCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/querySentenceCategory
- POST /CCSQM/rest/ccisqm/v1/sentencemanage/createSentence
-
sensitiveWordManage
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/deleteSensitiveWord
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/querySensitiveWordList
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/deleteSensitiveCategory
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/updateSensitiveWord
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/querySensitiveCategoryList
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/querySensitiveWordsByCategoryId
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/createSensitiveCategory
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/moveSensitiveWordToCategory
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/createSensitiveWord
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/updateSensitiveCategory
- POST /CCSQM/rest/ccisqm/v1/sensitiveWordManage/querySensitiveWordDetail
- conversationspecific
- SemanticKeywordTraining
- conversationflow
- conversationrules
-
interposalrules
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/getInterposalRuleById
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/queryInterposalRules
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/deleteInterposalRule
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/addInterposalRule
- POST /CCSQM/rest/ccisqm/v1/interposal-rules/updateInterposalRule
- Common Parameter Structure
- silencerule
- speedrule
-
scenariomanage
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/deleteScenario
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/updateScenarioStatus
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/createScenario
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/queryScenario
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/updateScenario
- POST /CCSQM/rest/ccisqm/v1/scenariomanage/queryAllScenario
- qualitycheckmanage
-
regularQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/addQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/beginQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/updateQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/deleteQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/queryQualityTask
- POST /CCSQM/rest/ccisqm/v1/regularqualitytask/stopQualityTask
-
qualitytask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/deleteQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/updateQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/terminateQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/takeEffectQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/queryQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/appointQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualitytask/createQualityTask
- qualitytaskdetail
-
qualityitem
- POST /CCSQM/rest/ccisqm/v1/qualityitem/reassginQualityTask
- POST /CCSQM/rest/ccisqm/v1/qualityitem/modifyQualityItemResult
- POST /CCSQM/rest/ccisqm/v1/qualityitem/appealItem
- POST /CCSQM/rest/ccisqm/v1/qualityitem/queryQualityItem
- POST /CCSQM/rest/ccisqm/v1/qualityitem/queryQualityItemDetail
- POST /CCSQM/rest/ccisqm/v1/qualityitem/queryQualityItemResult
- POST /CCSQM/rest/ccisqm/v1/qualityitem/queryQualityHistory
- asrtrans
-
scoresetting
-
Monitoring and Statistics Collection
-
Real-Time Data Query
-
Real-Time Interfaces for VDNs
- Querying Information About System Access Codes in a Specified VDN
- Querying Agent Rest Information in a Specified VDN
- Querying Agent Phone Numbers in a Specified VDN
- Querying Information About All Agents in a Specified VDN
- Querying Information About the Current Status of All Agents in a Specified VDN
- Querying Information About Static Configurations of All Agents in a Specified VDN
- Querying IVR Status Details in a Specified VDN
- Querying Information About IVR Flow Access Codes in a Specified VDN
- Querying Information about Each Skill Queue in a Specified VDN
- Querying All Rest Reason Codes in a Specific VDN
- Querying Information About Calls of a Specified Access Code
- Querying Call Information in a Specified VDN
- (V2) Querying Call Information in a Specified VDN
- Querying the Call track Data in a Specific VDN
- Querying Static Configuration Information About All Agents in a Specified VDN (Not Supported by CTI 3.6)
- Querying Information About All Agents in a Specified VDN (Not Supported by CTI 3.6)
- Obtaining Real-Time Monitoring Indicators by VDN
-
Real-Time Interfaces for Skill Queues
- Querying Signed-in Agents in Skill Queues in Batches
- Querying Extended Information About Skill Queues in Batches
- Querying Call Statistics of Skill Queues in the Current 5 Minutes in Batches
- Querying Information About Status of a Specified Skill Queue
- Querying Information About Skill Queue Configurations in Batches
- Querying Statistics Details of Skill Queues in Batches
- Querying All Calls Queuing in a Skill Queue in Batches
- Querying the Number of Calls that Each Queue Answers from Other Queues in Batches When Calls are Queuing in Multiple Skill Queues
- Querying the Number of Agents in Each State in a Skill Group
- Querying Details About Signed-in Agents in a Skill Queue
- Querying Service Quality for Skill Queues in Batches
- Obtaining Real-Time Monitoring Indicators by Skill Queue
-
Real-Time Interfaces for Agents
- Querying Skill Queues to Which Agents Sign In in Batches
- Querying Agent Information in Batches
- Querying the Current Call ID of a Specified Agent
- Querying Call Information About All Agents in Batches
- Querying Private Calls of a Specified Agent
- Querying the Number of Agents in the Agent State in batches
- Querying Details of a Specified Agent
- Querying Agent Rest Information
- Checking Whether an Agent Is Processing a Call
- Querying System Status by Agent
- Obtaining Real-Time Monitoring Indicators by Agent
- Obtaining Agent Operation Details
- Querying Agent Information by Agent Status in Pagination Mode
- Real-Time Interfaces for Call Details
-
Real-Time Interfaces for VDNs
-
Historical Data Query
- Obtaining Historical Monitoring Indicators by VDN
- Querying Information About Missed Calls in a Specified VDN
- Obtaining Historical IVR Monitoring Indicators
- Obtaining Historical Monitoring Indicators by Skill
- Obtaining Historical Monitoring Indicators by Agent
- Obtaining Historical Monitoring Indicators in a Specified Time Range by Skill
- Obtaining Historical Monitoring Indicators in a Specified Month Range by Skill
- Obtaining Historical Monitoring Indicators in a Specified Time Range by Agent
- Obtaining Historical Monitoring Indicators in Specified Month by Agent
- Collecting Statistics on Result Sets in Daily Settlement Table for Inbound Calls
- Collecting Statistics on Result Sets in Daily Settlement Table for Outbound Calls
-
Configuration Data Query
- Querying Information about All VDNs in a Specified Call Center
- Querying Information About All Agents by VDN ID
- Obtaining All Called Routes in a VDN
- Querying Information About All Agents by Tenant Space ID
- Querying Skill Groups in a Specified VDN
- Querying Information About All Tenants Accessible to an Access User
-
Inspection Relationship Maintenance Interfaces
- Querying a User Group Member
- Deleting Members from a Group in Batches
- Adding Members to a Group in Batches
- Querying All User Groups
- Adding a User Group
- Deleting a User Group
- Updating User Group Information
- Setting Inspection Relationships
- Deleting Configured Inspection Relationships
- Adding an Agent to a User Group
- Updating Agent Names
- Querying Outbound Call Task Lists
-
Interfaces for Querying System Indicators
- Querying UAP Performance Information
- Querying Key Information About Control Blocks
- Querying the Registration Status of a Terminal
- Interface for Querying UAP Performance Indicator Statistics
- Interface for Querying UAP Terminal Statistics
- Interface for Querying CTI System Indicators
- Querying the Time of the CTI Platform Server
- Querying the Current License Usage in the System
- Checking Cluster Health Status
-
Appendix
- Indicator Code Reference
- Error Code Reference
- CTI Platform Agent Status Code Reference
- Description of Call Media Types
- Description of Call Submedia Types
- Description of Call Types
- Description of Agent Types
- Call Features
- Reasons for Leaving the Device of the Call
- Cause Code
- Device Types
- Agent Operation Types
- Interfaces of Earlier Versions (Versions Earlier Than 8.13.0)
-
Real-Time Data Query
-
Real-time Inspection: qualitycontrol
-
Recording and CDR Interface Reference
- Recording
-
CDR Download and Recording Playback and Download
-
Data Access Interface
- Obtaining a Recording Download and Playback URL
- Generating CDRs and Recording Indexes
- Downloading CDRs and Recording Indexes
- Downloading a Recording File
- Downloading a Recording File (Extended)
- Generating Indexes of Agent Operation Details
- Downloading Indexes of Agent Operation Details
- Requesting to Play Back a Recording File
- Playing Back a Recording File
- Downloading an Intelligent IVR Recording File
- Downloading IVR Voice Messages
- Downloading a Recording File as a Third Party
- Uploading a File as a Third Party
- Generating a File Hash Value as a Third Party
- Deleting an Uploaded File as a Third Party
- Index File Definition
- Reference Description
-
Data Access Interface
- Voice Notification Interface Reference
- OMA Interface Reference
- DataProcess Interface Reference
- Other Interfaces Reference
- FAQs
- General Reference
On this page
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Help Center/
Cognitive Engagement Center/
User Guide/
Agent Guide(AICC)/
Handling Multimedia Chat Businesses
Copied.
Handling Multimedia Chat Businesses
- Answering Calls
- Sending an Electronic Document Link
- Initiating a Voice or Video Call
- Transferring Sessions
- Initiating Sessions
- Initiating Co-browsing
- Releasing Calls
- Querying Historical Contacts
- Withdrawing Agent Messages
- Applying for a Multimedia Silent Agent
- Callback
Parent topic: Agent Guide(AICC)
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