Updated on 2023-09-27 GMT+08:00

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 and does not support the DELETE, POST, or GET method.

URI

https://ip:port/agentgateway/resource/voicecall/{agentid}/snatchpickup?destWorkNo={destWorkNo}

In the URL, ip indicates the IP address of the agent gateway server, and port indicates the HTTP or HTTPS port number of the agent gateway server.

Table 1 Parameters in the URI

No.

Parameter

Data Type

Mandatory (Yes/No)

Description

1

agentid

string

Yes

Agent ID. The value ranges from 101 to 59999.

2

destWorkNo

int

Yes

ID of the agent who picks up the call.

The value is an integer ranging from 101 to 59999.

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

Table 3 Parameters in the message body

No.

Parameter

Value Type

Description

1

message

string

Description.

2

retcode

string

Error code. The options are as follows:

0: success

Other values: failure

3

result

object

Reserved field.

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"
    }