Making an Internal Call

Prerequisites

• The agent has signed in.
• The agent is not answering any call (except a held call).

Description

This interface is used by an agent that has signed in to make an internal call.

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}/callinner

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.

Method Name in Logs

callInner

Request Description

• Message header

  Table 2 Parameters 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.
  2	Guid	String	Yes	GUID returned by the sign-in interface during static authentication (AUTHMODE is set to 1) or GUID returned by the polling event query interface during dynamic authentication (AUTHMODE is set to 2).

• Message body

  Table 3 Parameters in the message body

  No.	Parameter	Value Type	Mandatory (Yes/No)	Description
  1	called	String	Yes	Employee ID of the called agent. The value cannot be empty and can contain 1 to 24 characters, including only digits, asterisks (*), and number signs (#).
  2	caller	String	No	Calling number. The value can be empty. If the value is empty, the default calling number of the platform is used. The value contains a maximum of 24 digits.
  3	skillid	Integer	No	Skill ID. The value is a number and can be left empty. When the parameter is left empty, the default skill ID configured on the platform is used.
  4	callappdata	String	No	Indicates call-associated data. It can be left empty. The maximum value is 16 KB.
  5	mediaability	Integer	No	The mediaability field does not take effect. An internal call is made to the default skill queue of an agent.

Response Description

Triggered Event

• AgentOther_PhoneAlerting
• AgentOther_PhoneOffhook
• AgentState_Busy
• AgentEvent_Customer_Alerting
• AgentEvent_Talking
• AgentEvent_Inside_Call_Fail
• AgentEvent_Call_Out_Fail
• AgentEvent_Connect_Fail

Error Code

• 000-002
• 100-006
• 100-007
• 200-018

Example

• Message header

  Content-Type:application/json; charset=UTF-8
  Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1

• Request parameter

  {
      "called": "40040"
  }

• Response parameter

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