Picking Up a Call for Other Agents

Prerequisites

• The agent has signed in.
• The called agent is ringing.
• The pickup call cannot be an internal call.
• The current agent and the called agent must be in the same group.
• The current agent must have the group pickup permission.
• The current agent must be in idle state.

Description

This interface is used by an agent to pick up the voice call of another agent.

Interface Method

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

URI

https://IP address:Port number/agentgateway/resource/voicecall/{agentid}/snatchpickup?destWorkNo={destWorkNo}

If the CC-Gateway is deployed in single-node mode, set IP address to the CC-Gateway server address and Port number to the HTTPS port number of the CC-Gateway server (the default value is 8043). If the CC-Gateway is deployed in cluster mode, set IP address to the NSLB address and Port number to the default value 8043.

For the CC-Gateway port number on the NSLB, log in to any NSLB node as the nslb user and run the ./nslbctl l command to query the port number. In the query result, the following port is opened by the CC-Gateway to third-party systems through the NSLB.

In the SaaS scenario, contact O&M personnel to obtain the values of IP address and Port number.

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

After successful pickup, the agent receives the AgentOther_PhoneAlerting event. After answering the call, the agent receives the AgentOther_PhoneOffhook, AgentEvent_Talking, AgentEvent_Incoming_CallInfo, AgentMediaEvent_Record, and AgentOther_PhoneRelease events.

Error Code

• 000-002
• 100-006
• 100-007

Example

• Message header

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

• Request parameter

  None

• Response parameter

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