Help Center/ Customer Engagement Center/ API Reference/ Agent Operation Interface Reference/ Call Data (calldata)/ Querying Information About Calls Waiting in a Specified Skill Queue
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Querying Information About Calls Waiting in a Specified Skill Queue

Querying Information About Calls Waiting in a Specified Skill Queue

Prerequisites

  • The agent has signed in.
  • The agent is not idle, and the user who dials the access code is queuing.

Description

This interface is used by an agent to query information about all calls waiting in a specified public skill queue after the agent signs in.

Interface Method

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

URI

https://IP address:Port number/agentgateway/resource/calldata/{agentid}/waitcallinfo/{skillid}

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.

Table 1 Parameters in the URI

No.

Parameter

Value Type

Mandatory (Yes/No)

Description

1

agentid

String

Yes

Agent ID. The value ranges from 101 to 999999.

2

skillid

Integer

Yes

ID of the skill queue to be queried.

Method Name in Logs

queryWaitCallInfoBySkillId

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

    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

List

Indicates the query result. After the query is successful, the system returns the list of call information objects in the queue.

For details about the parameters of this object, see Table 4.
Table 4 Parameter description of result

No.

Parameter

Value Type

Description

3.1

callfeature

Integer

Call type. For details, see Call Type.

3.2

callid

String

Call ID.

3.3

caller

Integer

Calling number.

3.4

called

Integer

Called number.

3.5

callskill

String

Call skill description.

3.6

callskillid

Integer

Call skill ID.

3.7

orgicallednum

String

It is not used.

3.8

calldata

String

Call-associated data.

3.9

begintime

Long

Response start time, in milliseconds. The value is a timestamp.

3.10

endtime

Long

It is not used.

3.11

userPriority

Integer

Customer level.

3.12

trunkNo

Integer

Trunk number.

3.13

logontimes

Integer

Total login duration, in seconds.

3.14

mediaType

Integer

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

3.15

mediaAbility

Integer

Media capability. The options are as follows:

  • 1: voice
  • 2: video
  • 3: voice and video

3.16

waitTime

Long

Response waiting time, in seconds. The value is a timestamp.

3.17

trace

HWCallDeviceTraceEx

Extended attribute of the call track. This field is reserved and is left empty by default.

Triggered Event

None

Error Code

  • 100-006

  • 100-007

Example

  • Message header 
    Content-Type:application/json; charset=UTF-8
Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1
  • Request parameter

    None

  • Response parameter 
    {
    "message": "",
    "retcode": "0",
    "result": [
        {
            "callfeature": 0,
            "callid": "1476707884-279",
            "caller": "70004",
            "called": "60015",
            "callskill": "voice",
            "callskillid": 1,
            "orgicallednum": "",
            "calldata": "",
            "begintime": 1476707884000,
            "endtime": null,
            "userPriority": 0,
            "mediaType": 5,
            "mediaAbility": 1,
            "waitTime": 0,
            "trace": null
        },
        {
            "callfeature": 0,
            "callid": "1476707885-280",
            "caller": "70003",
            "called": "60015",
            "callskill": "voice",
            "callskillid": 1,
            "orgicallednum": "",
            "calldata": "",
            "begintime": 1476707885000,
            "endtime": null,
            "userPriority": 0,
            "trunkNo": 65535,
            "logontimes": 0,
            "mediaType": 5,
            "mediaAbility": 1,
            "waitTime": 0,
            "trace": null
        }
    ]
}
Parent topic: Call Data (calldata)