Agent Operation Type
Operation Type |
Description |
Operation Object |
Operation Reason |
---|---|---|---|
0 |
The agent signs out of CCS. |
-1 |
1-255: The error is caused by the client. 256: The agent is disconnected from the platform. 257: The agent is forcibly signed out by the inspector. 258: The agent signs out. 259: The agent signs out before signs in again. 260: The handshake between the agent control blocks time out between the media server and the CCS. 261: The CCS detects that the handshake with the UIS about the agent control block times out. 262: The handshake between the media server and the CCS is disconnected. As a result, the agent signs out. 263: The handshake between the UIS and the agent times out. 264: An agent with the same employee ID is forcibly signing in to a new client. As a result, the agent is forcibly signed out. |
1 |
An agent signs in. |
-1 |
-1 |
2 |
Idle. |
-1 |
-1 |
3 |
Busy. |
-1 |
1: Indicates that an agent indicates busy. 2: An agent does not answer a call in a long period, so the agent is forced to show busy. 3: An agent is forced to show busy by a QC inspector. 4: Indicates that an agent takes a rest. 5: The phone of an agent is unavailable. 7: An agent rejects a call. 200-250: error codes customized by the service side. |
4 |
Talking. |
-1 |
1: The agent does not really exit the conversation status. Bills are generated every five minutes starting from 00:00 to 23:55. 0: The agent fully exits the conversation status. The conversation status in these bills refers to only text conversations. |
10 |
Three-party conversation. |
Employee ID. |
-1 |
13 |
Manual station to automatic station (an agent be in the Suspended state). |
-1 |
-1 |
20 |
Listening/Insert/Whisper |
Employee ID. |
0 |
22 |
Play voice. |
-1 |
-1 |
26 |
Be on holiday or take a rest. |
Employee ID. |
The rest cause code is specified when the client invokes CCC_REQUEST_REST_EX_Msg. The default cause code is 0. |
27 |
Work status. |
-1 |
0: after-call processing. The business side is set to automatically enter the on-work state. 0–255: manual adjustment. An agent manually enters the on-work state by invoking the interface. The default value is 0, indicating the after-call processing state. |
29 |
Forcibly sign out an agent. |
Employee ID. |
-1 |
30 |
Forcibly show an idle state for an agent. |
Employee ID. |
-1 |
31 |
Forcibly show a busy state for an agent. |
Employee ID. |
-1 |
32 |
Perform mute-on on a customer. |
-1 |
-1 |
38 |
Hold a call by an agent. |
Employee ID. |
-1 |
40 |
Initiate an internal help request by an agent. |
Employee ID. |
0: Indicates no help between uncertain parties. 1: Indicates a two-party internal help. 2: Indicates a three-party internal help. 3: In speak transfer mode, the called party talks with the agent after answering the call; the called party is connected to the calling party when the agent releases the call. 4: In three-party conversation transfer mode, the three-party conversation is set up when the called party answers the call; the called party is connected to the calling party when the agent releases the call. 5: Indicates a three-party conversation. 6: Indicates that the call is to be connected. |
41 |
Initiate an internal call by an agent. |
Employee ID. |
-1 |
43 |
Intercept a call. |
Employee ID. |
-1 |
44 |
Suspend voice playing. |
-1 |
-1 |
45 |
Internal transfer. |
Employee ID. |
-1 |
46 |
Transfer-out. |
-1 |
-1 |
47 |
Sign in to the media server. |
-1 |
-1 |
52 |
Sign out of the media server. |
-1 |
-1 |
53 |
Transfer a call that is queuing in a public queue. |
-1 |
-1 |
54 |
Release transfer |
-1 |
-1 |
55 |
Transfer to another device. |
-1 |
-1 |
57 |
Hold the call when seeking internal help. |
-1 |
-1 |
58 |
The agent enters the conference state. |
Agent ID. |
-1 |
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