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  • Voice Product API
  • Call Center V6
Sobot
2022-09-13
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Call Capability (JS-SDK)

# Call Capability (JS-SDK)

# Update Log

Version no. Time Description
---
---
 ---
6.3.1 2022-05-26 Initial version.
6.4.0 2023-10-19 "Query Enterprise Extension List" adds paging parameters
--- --- ---

# javascript-sdk plug-in reference URL

<script type="text/javascript" src="https://sg.sobot.com/call-sdk/6.4.0/sobot-call-sdk.js"></script>
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# Initialization

# ● Initialize Plug-in

The first step for using the JavaScript SDK is to create an example

    const agent = new SobotClient.agent()
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The second step is to initialize

    agent.initAgent({
        token: 'xxxxxxxxxxxx',
        companyId: 'xxxxxxxxxxxxxx',
        agent: " 1005 ",
        agentType: " 0 ",
        allowStorageListen: true,
        success: function (msg){
            console.log('new Client success : ', msg)
        },
        error: function (msg){
            console.log('new Client error : ', msg)
        }
    })
    // When the initialization succeeds, msg will be returned to success callback function, and the status in msg is success. See Table 1 below for the params

    // If the agent is not offline in the Sobot system before logging in, and subscribes to the EventAgentRegainStatus agent re-connection success event or subscribes to all agent events through EventAgentAll in the second event subscription step, after successful initialization, the agent will receive the EventAgentRegainStatus message from where it subscribed to the event. This message indicates that the agent has successfully reconnected, and it will carry the current agent's login status and call status for restoring the page. See Table 2 below for the params
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Table 1 Initialization request param description

# Request param
Attribute Name Type Nullable Description
token Login authentication string No Agent login authentication (please refer to the Sobot API authentication file for the docking token method) Agent authorization API (agent token) should be docked
companyId Company code string No Company code
agent Agent string No Agent work no. or id.
agentType API agent param type string Yes 0: Agent work no., 1: Agent id; Agent work no. by default when it is null.
allowStorageListen Allow multi-tag outbound calls boolean Yes false: Disable; true: Enable multi-tag outbound calls; Disable by default when it is null
success Success callback function function Yes Callback function after success.
error Failure callback function function Yes Callback function after failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure

Table 2 EventAgentRegainStatus event param description

Attribute Name Type Description
messageID Message ID string EventAgentRegainStatus
agentStateInfo Agent login status info object See Table 3 for the params
workStatusInfo Current agent traffic status info object The absence of this parameter means that the agent is not on the talk. See Table 4 for the params

Table 3 agentStateInfo event param description

Attribute Name Type Description
agent Agent string Agent work no. or id.
agentType Agent param type string 0: Agent work no., 1: Agent id;
companyId Company code string Company code
phoneType Answering method string sip: SIP phone; pstn: Phone; webrtc: Web page.
thisDN Binding extension account string Extension account designated by agent login API.
agentState Current agent login status string 1: Online; 2: DND.
agentStateTimestamp Agent login time timestamp Agent login timestamp
reasonCode Occupied reason for agent string Occupied reason.
2: DND; 11: Break; 12: Break (Training); 13: Break (Meeting); 14: Break (Dining); 15: Break (Active); 16: Break (Custom 1); 17: Break (Custom 2); 18: Break (Custom 3).
reasonCodeTimestamp Agent occupied time timestamp Agent occupied timestamp
workStatus Current agent traffic status string Current agent traffic status
workStatusTimestamp Current agent traffic status timestamp timestamp Current agent traffic status timestamp

Table 4 workStatusInfo event param description

Attribute Name Type Description
callID Talk ID string Talk ID.
callType Call type string "Outbound"；"Inbound"
companyId Company code string Company code
otherDN Customer Phone No. string Customer Phone No.
otherDNRole Customer role string See DNRole description below for the params.
thisDN Extension account bound to the agent string Extension account designated by agent login API.
thisDNRole Agent role string See DNRole description below for the params.
thirdDN 3rd-party no. string 3rd-party no.
thirdDNRole 3rd-party role string See DNRole description below for the params.

DNRole description

    Unknown(0, ""),
    Origination(1, "Caller")
    Destination(2, "Called")
    AddedBy(3, "Attendee")
    NewParty(4, "Party added in the meeting")
    DeletedBy(5, "Party deleting others from the meeting")
    DeletedParty(6, "Party quitting from the meeting")
    ObserveBy(7, "Monitor")
    TransferBy(8, "Transfer initiator")
    ConsultBy(9, "Inquirer")
    BargeinBy(10, "Interrupt initiator")
    BargeinTo(11, "Interrupted")
    InterceptTo(12, "Taken-away")
    TransferTo(13, "Transferred")
    ObserveTo(14, "Monitored")
    InterceptBy(15, "Takeaway initiator")
    ConferenceBy(16, "")
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The third step is to subscribe to the required talk events and events related to the agent status changes (choose either one of example 1 or 2. If they are both used, you will receive the event push from the two)

Example 1: Monitor all agent related events

    agent.on('EventAgentAll', function (msg) {
        // Perform logical processing according to messageID in msg
        switch(msg.messageID) {
            case 'EventAgentConnectionChanged' :
                // Agent enforced offline event
                // do something ...
                break
            case 'EventAgentReady' :
                // Agent ready event
                // do something ...
                break
            case 'EventAgentNotReady' :
                // Agent occupied event
                // do something ...
                break
            default: 
                //  do something ...
        }
    })
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Example 2: Monitor the required agent related events (refer to Call Capability Message Format File for the complete events)

    // Perform chaining call
    agent
        .on('EventAgentRegainStatus', function (msg) {
            // Agent re-connection success event
            // do something ...
        })
        .on('EventAgentConnectionChanged', function (msg) {
            // Agent enforced offline event
            // do something ...
        })
        .on('EventAgentReady', function (msg) {
            // Agent ready event
            // do something ...
        })
        .on('EventAgentNotReady', function (msg) {
            // Agent occupied event
            // do something ...
        })
        .on('EventDialing', function (dialingMsg) {
            // dialingMsg -- Dialing event
            // do something ...
        })
        .on('EventRinging', function (ringingMsg) {
            // ringingMsg -- Ringing event
            // do something ...
        })
        ...
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Method to unsubscribe events

    // Unsubscribe the events after subscription
    agent
        .off('EventAgentConnectionChanged')
        .off('EventAgentReady')
        ...
    // agent.off method provides two parameters, such as: agent.off(eventName, functionName)
    // eventName refers to the name of the event you subscribed, and functionName is the name of execution function you defined. The same event can be subscribed multiple times and cancelled independently. If the off method is passed only eventName, then all subscribed functions will be cancelled. The methods are as follows:
    function test1 (msg) {
        // Agent ready event for the first subscription
        // do something ...
    }
    function test2 (msg) {
        // Agent ready event for second subscription
        // do something ...
    }
    agent
        .on('EventAgentReady', test1)
        .on('EventAgentReady', test2)
    
    // Methods to unsubscribe are as follows:
    // Unsubscribe test1 individually
    agent.off('EventAgentReady', test1)
    // Unsubscribe test2 individually
    agent.off('EventAgentReady', test2)
    // Or unsubscribe all agent ready events
    agent.off('EventAgentReady')
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# Login Operation

# ● Login

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. The system obtains the latest agent work no. in this API. In case of any work no. change, please log in again, so that the changed work no. will take effect.
  3. Calling the login API from one end will cause the disconnection of the other end (not agent offline);
  4. Login is available when agent server status = offline, online and all other status. However, it is unavailable when the work status on the agent server = calling, dialing, talking, holding and sorting.

Example:

    agent.login(
        {
            agentState: '2' ,
            phoneType: "webrtc",
            bindExt: " 1000 ",
            bindMobile: ' 13333333333 ',
            unbindExtOnLogout: false,
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
agentState Login status string Yes After Agent login status 。
1: Online; 2: DND.
When it is blank, DND is set by default
phoneType Answering method string No When the API designated answering method is logged in successfully, it will modify the default answering method of the agent. Reset Agent Answering method Permission Agent: Answering method 。
sip: SIP phone; pstn: Phone; webrtc: Web page.
When it is blank, the default agent answering method will be set.
bindExt Binding extension account string No API Extension account Agent Bound extension account 。
The extension accounts bound to different agents cannot be the same. The data permission involves the extensions bound to the operation agent and other extensions not bound to agents.
bindMobile Bind Phone No. string Yes Phone no. or telephone no.
Answering method ， Bind Phone No API Bind Phone No. Agent Phone no. 。
The phone numbers bound to different agents cannot be the same.
unbindExtOnLogout Unbind extension when offline boolean Yes false: Not unbind; true: Automatically unbind after offline.
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
agentState Login status string Agent login status 。
1: Online; 2: DND.
When it is blank, DND is set by default
phoneType Answering method string When the API designated answering method is logged in successfully, it will modify the default answering method of the agent. Agent Answering method Permission Agent: Answering method 。
sip: SIP phone; pstn: Phone; webrtc: Web page.
When it is blank, the default agent answering method will be set.
bindExt Binding extension account string API Extension account Agent Bound extension account 。
When it is blank, the bound extension account in agent settings will be set.
bindMobile Bind Phone No. string Phone no. or telephone no.
API Phone no Agent Phone no. 。
When it is blank, the bound phone number in agent settings will be set.
reasonCode Occupied reason number Occupied reason.
2: DND; 11: Break; 12: Break (Training); 13: Break (Meeting); 14: Break (Dining); 15: Break (Active); 16: Break (Custom 1); 17: Break (Custom 2); 18: Break (Custom 3).
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# ● Logout

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. It is only available when agent work status is ready, occupied or locking. Otherwise, it is unavailable.

Example:

    agent.logout(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# ● Occupied

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.notReady(
        {
            reasonCode: 11 ,
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
reasonCode Occupied reason number No Login status displayed after being occupied.
2: DND; 11: Break; 12: Break (Training); 13: Break (Meeting); 14: Break (Dining); 15: Break (Active); 16: Break (Custom 1); 17: Break (Custom 2); 18: Break (Custom 3).
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# ● Available

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.ready(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# ● Agent Reset Offline

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. The agent can enforce to hang up the phone and log out to offline status in any login status and any call status;
  3. It can be used to reset the agent to offline during the agent status exception.

Example:

    agent.resetLogout(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# ● Query Agent Login Status

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Query only the break status and custom break status set available to the agent.

Example:

    agent.queryStates(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
states Agent login status list object Agent login status list. See Table 1 below

Table 1 states login status list

Attribute Name Type Description
code Code string 11: Break, 12-18: Custom break.
name Name string Status name.
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
message Failure reason string Failure reason

# ● Query Agent Answering Method

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Query the answering method set for which the agent has permission, and return the default answering method (in the admin console, setting the UI to modify the agent answering method permission will reset the default answering method).

Example:

    agent.queryPhoneType(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
agentUUID Agent ID string Agent ID
agentID Agent work no. string Agent work no.
agentName Agent name string Agent name
ext Bound extension account string Bound extension account
phone Bind Phone No. string Bind Phone No.
phoneTypes Answering method list object Answering method set. See Table 1 below

Table 1 phoneTypes answering method list

Attribute Name Type Description
phoneType Answering method string sip: SIP phone; pstn: Phone; webrtc: Web page.
default Default answering method in the set boolean Only 1 piece of data in the set is the default data.
true: Default answering method; false: Non-default answering method.
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# ● Query Enterprise Extension List

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.queryUnusedExts(
        {
            currPage: 1,
            pageSize: 50,
            ext: '0001',
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
ext Extension account (Used for fuzzy queries) string Yes Default value: empty
currPage Page number number Yes Default value: 1
pageSize Number of pagination items number Yes Default value: 50
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
currPage Page number number Default value: 1
pageSize Number of pagination items number Default value: 50
total Total number of items number --
exts Extension account info object Extension account array (see Table 1 below)

Table 1 exts description

Attribute Name Type Description
ext Extension account string Extension account
default Default value in the set boolean Only 1 piece of data in the set is the default data.
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# ● Query skill groups the agent can log in

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Query the call skill group of the agent that can be used for logging in. When “Call Function Setting\Agents select skill groups manually to log in” settings are enabled, data is returned according to the skill group configured by the agent. If the settings are not enabled, returned skill group data is blank (at this time, there is no need to pass skill group for logging in. The system will pass all skill groups added by the agent).

Example:

    agent.queryAgentJoinedQueues(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
queues List of skill groups joined object Skill groups the agent can log in.(See Table 1 below)

Table 1 queues list of skill groups joined

Attribute Name Type Description
queueID Skill group no. string Skill group ID
queueName Skill Group Name string Skill group name
queueWeight Skill group weight number Skill group weight
checkin Log-in group type number 0: Default log-in group, 1: Optional log-in group It is log-in skill group by default; if it is blank, it indicates that the “Call Function Setting\Agents select skill groups manually to log in” settings are not enabled.
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# ● Query agent login info

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.queryAgentLoginInfo(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
agentUUID Agent ID string Agent ID
agentID Agent work no. string Agent work no.
agentName Agent name string Agent name
ext Extension account string Extension account
phone Bind Phone No. string Bind Phone No.
phoneTypes Answering method list object Answering method set. See Table 1 below

| receptionQueues | List of receiving skill groups | object | Query skill group data logged in real time (receiving skill groups generated at that time). (See Table 2 below) |

Table 1 phoneTypes answering method list

Attribute Name Type Description
phoneType Answering method string sip: SIP phone; pstn: Phone; webrtc: Web page.
defaultPhoneType Default answering method in the set boolean Only 1 piece of data in the set is the default data.
true: Default answering method; false: Non-default answering method.

Table 2 receptionQueues list of receiving skill groups

Attribute Name Type Description
queueID Skill group no. string Skill group ID
queueName Skill Group Name string Skill group name
queueWeight Skill group weight number Skill group weight
checkin Log-in group type number 0: Default log-in group, 1: Optional log-in group It is log-in skill group by default; if it is blank, it indicates that the “Call Function Setting\Agents select skill groups manually to log in” settings are not enabled.
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# ● Query agent login data

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.queryAgentCanJoinedInfo(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
id Agent ID string Agent ID
agentID Agent work no. string Agent work no.
agentName Agent name string Agent name
loginStatusCode Login status code string Options recently logged in, which can be blank.
loginStatusName Login status name string Options recently logged in, which can be blank.
currentPhoneType Answering method string Options recently logged in, which can be blank.
ext Extension account string Extension account
phone Bind Phone No. string Bind Phone No.
phoneTypes Answering method list object Answering method list. (See Table 1 below)
checkableQueues List of skill groups joined object Query skill group data logged in real time (receiving skill groups generated at that time). (See Table 2 below)
loginStatus Login status list object Login status list. (See Table 3 below)

Table 1 phoneTypes answering method list

Attribute Name Type Description
phoneType Answering method string sip: SIP phone; pstn: Phone; webrtc: Web page.

Table 2 checkableQueues list of skill groups joined

Attribute Name Type Description
queueID Skill group no. string Skill group ID
queueName Skill Group Name string Skill group name
queueWeight Skill group weight number Skill group weight
checkin Log-in group type number 0: Default log-in group, 1: Optional log-in group It is log-in skill group by default; if it is blank, it indicates that the “Call Function Setting\Agents select skill groups manually to log in” settings are not enabled.

Table 3 Login status list

Attribute Name Type Description
code Code string Code
name Name string Name
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# Call Operation

# ● Outbound

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.makeCall(
        {
            otherDN: " 133****3333 ",
            privacyNumber: "XFHAOWHFEFLASJLKWJLD",
            ANI: " 01066666666 ",
            agentANI: " 01088888888 ",
            outboundRouteType: " 1 ",
            outboundPlanCode: "xxxxxxxxxxxxx",
            userData: {},
        }
    )
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# Request param
Attribute Name Type Nullable Description
otherDN Customer Phone No. string No Customer number displayed by UI. E.g.: 135XXXXX5678; 13512345678;
privacyNumber Customer no. encryption string Yes Support making outbound calls with encrypted number; e.g.: XFHAOWHFEFLASJLKWJLD.
ANI Designated customer display no. string Yes Valid numbers within the scope of enterprise data permission, which can be beyond the scope of data permission in agent settings.
When it is not blank, the system will use the number to call customers. Data set in agent outbound routing are invalid.
When both the designated customer display no. and the designated customer display no. scheme code are blank, the system will use the rules and numbers set by the agent in <Outbound Routing> for outbound calls.
outboundPlanCode Designated customer display no. scheme code string Yes Valid dynamic display no. scheme within the scope of enterprise data permission, which can be beyond the scope of data permission in agent settings.
Designated customer display no non empty, Designated customer display no. scheme code must be empty.
When it is not blank, the system will use the scheme to query numbers and make outbound calls. Data set in agent outbound routing are invalid.
When both the designated customer display no. and the designated customer display no. scheme code are blank, the system will use the rules and numbers set by the agent in <Outbound Routing> for outbound calls.
agentANI Designated agent display no. string Yes The display number on the agent side of the call in the agent phone answering scenario. Valid numbers within the scope of enterprise data permission.
When it is not blank, the system will use the number to call agents.
When it is blank, the system will use the display no. of this outbound call to call the agent's cell phone.
userData Custom Data object Yes Return the value in the call event.
Store the value in the talk record.
encodeURIComponent code is required

# ● Reject

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.rejectCall()
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# ● Answer

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.answer()
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# ● Hang up

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.hangup()
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# ● Hold

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. After temporarily hanging up the talk between the agent and the customer and holding, the customer will hear holding sound and the agent's side is muted.
  3. This operation supports 3 kinds of answering methods, including SIP phone; web page; cell phone.

Example:

    agent.holdCall()
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# ● Cancel Call Holding

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. After resuming the hung-up talk between the agent and the customer and canceling the hold, the talk resumes as normal.

Example:

    agent.retrieveCall()
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# ● Mute

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Turn off the operation agent's MIC so that no one else can hear the current agent. E.g.: When agent A inquires agent B, both agents can mute their MIC.
  3. This operation is unavailable to the monitor initiator (the initiator's MIC keeps off during the monitoring).
  4. This operation supports 3 kinds of answering methods, including SIP phone; web page; cell phone.

Example:

    agent.muteCall()
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# ● Unmute

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Unmute the MIC on the agent side, allowing others to resume normal talks with the agent.

Example:

    agent.unmute()
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# ● Transfer

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Make direct call transfer of the customer to another skill group/another agent/phone number/extension number, and hang up the current agent's call after successful operation. If the relay number has only 1 concurrent channel and the only channel is occupied by an inbound call, the number cannot be transferred to a third-party phone number (the transferred call will fail).

Example:

    agent.singleTransfer(
        {
            targetType: " 0 ",
            target: " 1002 ",
        }
    )
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# Request param
Attribute Name Type Nullable Description
targetType Type string No 0: Agent; 1: 3rd-party no.; 2: Extension account; 3: Skill group.
target Target string No Skill Group
Agent work no. or id < API agent param type >
Phone no.
Extension account.

# ● Inquiry

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Before inviting a third party (agent/3rd-party number) to join the current talk, inquire the third party and ask if it wants to join the talk.
  3. If the relay number has only 1 concurrent channel and the only channel is occupied by an inbound call, the number cannot be used to inquire a third-party phone number (the inquired call will fail).

Example:

    agent.initiateConsult(
        {
            targetType: " 0 ",
            target: " 1002 ",
        }
    )
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# Request param
Attribute Name Type Nullable Description
targetType Type string No 0: Agent; 1: 3rd-party no.; 2: Extension account;
target Target string No Agent work no. or id ，< API agent param type >。
Phone no.
Extension account.

# ● Inquiry Cancellation

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. The initiator can cancel the inquiry before the inquired party (the 3rd party) is connected.

Example:

    agent.cancelConsult()
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# ● Retrieve After Inquiry

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. End the talk of the third party (agent/3rd-party number) and resume the talk between the previous agent and the customer. This API is also used for scenarios including "retrieval after inquiring the third party".

Example:

    agent.retrieveConsult()
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# ● Transfer After Inquiry

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. After inquiring a third party (agent/3rd-party number), the talk is transferred to the third party, and the talk with the previous agent ends. This API is also used for scenarios including "transfer after inquiring the third party".

Example:

    agent.consultTransfer()
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# ● 3rd-Party Call After Inquiry

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. After inquiring the third party (agent/3rd-party number), the third party agrees to join the three-person talk, and then the previous agent adds the third party into the current talk, forming a three-party talk.

Example:

    agent.consultConference()
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# ● Send Satisfaction

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. After the agent sends satisfaction, the system disconnects all agent-side channels (including monitoring, 3rd-party, etc.), keeps the customer-side channels, plays satisfaction evaluation, and hangs up all agent-side channels.

Example:

    agent.sendSatisfy()
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# ● Extend Sorting Duration

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. When agent call is in the sorting status, the sorting duration can be extended for 30-900s.

Example:

    agent.delayACW(
        {
            delayTime: 60 ,
        }
    )
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# Request param
Attribute Name Type Nullable Description
delayTime Extended time number No Positive integer, 30-900s

# ● End Sorting

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. When agent call is in the sorting status, the status can be ended in advance.

Example:

    agent.completeACW()
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# ● End Sorting and Set Occupied

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. When agent call is in the sorting status, the status can be ended in advance and set as DND.

Example:

    agent.completeACWToBusy()
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# ● Send Key

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.sendDtmf(
        {
            dtmfDigits: '801#',
        }
    )
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# Request param
Attribute Name Type Nullable Description
dtmfDigits Key set string No 24 digits max. The chars contain 1-9, *, #. E/g/: 801#.

# Assistance Operation

# ● Query Agent Outbound Routing Rules

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. After agent logs in, the outbound call routing rules set in the "Outbound Routing" of the agent can be queried.

Example:

    agent.queryRoutes(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value
Attribute Name Type Description
agentUUID Agent ID string Agent ID
agentID Agent work no. string Agent work no.
agentName Agent name string Agent name
explicitRule Display rule array object Display rule set. See Table 1 below
explicitSchema Dynamic display scheme array object Dynamic display scheme set. See Table 2 below
explicitNumbers Display number array object Display number set. See Table 3 below

Table 1 explicitrule display rule array description

Attribute Name Type Description
code Code string 1: Enterprise no. pool random matching; 2: Dynamic display no. scheme matching; 3: Agent no. pool designation.
name Name string Name.
hasSet Default or not boolean Only 1 piece of data in the set is the default data.
true: Default display rule; false: Non-default display rule.

Table 2 explicitschema display scheme array description

Attribute Name Type Description
code Code string Scheme ID
planName Name string Name.
hasSet Default or not boolean Only 1 piece of data in the set is the default data.
true: Default scheme; false: Non-default scheme.

Table 3 explicitnumbers display number array description

Attribute Name Type Description
number Display no. string Relay no.
nickName Number alias string Relay no. alias
hasSet Default or not boolean Only 1 piece of data in the set is the default data.
true: Default display number; false: Non-default display number.
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# ● Modify Agent Outbound Routing Rules

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. When the agent is available, the last used display rule of the agent can be switched.

Example:

    agent.setRoute(
        {
            explicitRule: " 1 ",
            explicitCode: "xxxxxxxx",
            explicitNumber: " 13333333333 ",
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
explicitRule Explicit rule string No It should be within the data permission range of the agent display rules in <Outbound Routing>.
1: Enterprise no. pool random matching; 2: Dynamic display no. scheme matching; 3: Agent no. pool designation.
explicitCode Dynamic display scheme code string Yes It should be within the data permission range of the agent dynamic display schemes in <Outbound Routing>.
Not blank when the display rule = dynamic display no. scheme matching.
explicitNumber Display no. string Yes It should be within the data permission range of the agent individual no. pool in <Outbound Routing>.
Not blank when the display rule = agent no. pool designation.
# Return value
Attribute Name Type Description
agentUUID Agent ID string Agent ID
agentID Agent work no. string Agent work no.
agentName Agent name string Agent name
explicitRule Display rule array object Display rule set. See Table 1 below
explicitSchema Dynamic display scheme array object Dynamic display scheme set. See Table 2 below
explicitNumbers Display number array object Display number set. See Table 3 below

Table 1 explicitrule display rule array description

Attribute Name Type Description
code Code string 1: Enterprise no. pool random matching; 2: Dynamic display no. scheme matching; 3: Agent no. pool designation.
name Name string Name.
hasSet Default or not boolean Only 1 piece of data in the set is the default data.
true: Default display rule; false: Non-default display rule.

Table 2 explicitschema display scheme array description

Attribute Name Type Description
code Code string Scheme ID
planName Name string Name.
hasSet Default or not boolean Only 1 piece of data in the set is the default data.
true: Default scheme; false: Non-default scheme.

Table 3 explicitnumbers display number array description

Attribute Name Type Description
number Display no. string Relay no.
nickName Number alias string Relay no. alias
hasSet Default or not boolean Only 1 piece of data in the set is the default data.
true: Default display number; false: Non-default display number.
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# ● Query Enterprise Skill Group List

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.queryQueues(
        {
            queue: 'group1',
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
queue Skill Group string Yes Fuzzy search. Support searching skill group no. or name.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
queues Skill group list object Skill group queue array (see Table 1 below)

Table 1 queues param description

Attribute Name Type Description
queueCode Skill group no. string Skill group ID
queueName Skill Group Name string Skill group name
readyMembers Ready agents number Number of agents whose work status is ready;
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# ● Query Enterprise Agent List

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!

Example:

    agent.queryAgents(
        {
            agentName: 'test_agent',
            agentState: ' 1 ',
            queueCode: ' 12345 ',
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
agentName Agent name string Yes Precise search
agentState Agent work status number Yes -1: All 1: Online; ready by default when blank.
queueCode Skill group no. string Yes Precise search
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
agents Agent list object Agent array (see Table 1 below)

Table 1 queues param description

Attribute Name Type Description
agentUUID Agent ID string Agent ID
agentID Agent work no. string Agent work no.
agentName Agent name string Agent name
ext Extension account bound to the agent string Extension account bound to the agent
agentState Agent login status number Current agent status (0: Offline; 1: Available/ready; 2: DND)
workStatus Agent work status number 1: Ready
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorMessage Failure reason string Failure reason

# Supervisor Operation

# ● Enforce Logout

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. The agent will be enforced to log out after the operation.

Example:

    agent.forceLogout(
        {
            targetAgentID: ' 1001 ',
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
targetAgentID Target agent string No Agent work no. or id.
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# ● Enforce Occupied

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. The agent will be enforced to be occupied after the operation.

Example:

    agent.forceBusy(
        {
            targetAgentID: ' 1001 ',
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
targetAgentID Target agent string No Agent work no. or id.
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# ● Enforce Available

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. The agent will be enforced to be ready after the operation.

Example:

    agent.forceReady(
        {
            targetAgentID: ' 1001 ',
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
targetAgentID Target agent string No Agent work no. or id.
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# Extension Function

# ● Query Skill Group Queuing No.

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Query the number of customers queuing for the skill group that the agent added.

Example:

    agent.queryCountsInQueue(
        {
            success: function(event) {
                // do something ...
            },
            error: function(cause) {
                // Error, can't go on...
            },
        }
    )
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# Request param
Attribute Name Type Nullable Description
success Success callback function function Yes Callback function after request success.
error Failure callback function function Yes Callback function after request failure.
# Return value of success callback function
Attribute Name Type Description
status Request status string success: Success
queues Skill group list object Skill group queue array (see Table 1 below)

Table 1 queues param description

Attribute Name Type Description
queueID Skill group no. string Skill group ID
queueName Skill Group Name string Skill group name
count Queuing No. number Queuing no. in the skill group
# Return value of failure callback function
Attribute Name Type Description
status Request status string error: Failure
errorCode Error code string Error code
errorMessage Failure reason string Failure reason

# ● Subscribe to voice communication network quality data

  1. The return value of this API will continue to increase its attributes. Please use the correct compatible coding method to ensure that the code of the calling end will not throw errors when the return value attributes are increased!
  2. Only when the answering method is "web phone + SIP phone", query the network delay from the agent to the communication service side (CTI).

Example:

    agent.on('EventJanusLatency', function (msg) {
        // do something
    })
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# Return value of success callback function
Attribute Name Type Description
ping Delay time number Unit: ms.
jitter Network jitter number Network jitter. Unit: ms.
loss Packet loss rate of a network string Packet loss rate of a network.
quality Network quality for voice communications string e: Good (smooth);
d: Normal (less smooth, with noise);
c: Poor (cannot hear very clearly, with delay);
b: Terrible (cannot hear clearly, with relatively severe delay, needing repeated communications);
a: Disconnected (cannot understand, with severe delay, not smooth communication);
Last Updated: 11/15/2024, 2:22:04 PM

← Call Capability (UI Phone Bar)→

Update Date
01
AI Agent API
09-09
02
LINE API
06-25
03
Facebook Messenger API
04-28
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