Call Event (TS)
# Call Event (TS)
# Message Format
# ● Public Field of All Events
| Field | Field name | Field example description |
|---|---|---|
| messageID | Event type | Any of all the event types described in this section |
| creationTime | Event time | 1641361630895 (unix millisecond timestamp) |
| companyId | Tenant ID | 30f80aa47cde4b10bd89484aeab63691 (tenant Id) |
| referenceID | Request S/N | Which request generated the event |
| attachedData | Attached data carried by the event | {"orderID":" ef3ed1a8d50558389a21300c70f21694 "} |
# ● Public Field of Traffic Events
| Field | Field name | Field example description |
|---|---|---|
| callID | Traffic ID | 4dce61ec399644029fab7e8251da9bf1332 |
| partyID | Talk channel ID | 123e45670e89bN12d33a456L426655440000 |
| callType | Call type | Inbound; Outbound; Internal; Consult |
| partyRole | Talk channel party role | Customer; Agent; VirtualAgent; Supervisor; ThirdPSTN |
| ANI | PSTN initiator | 13912345678 (PSTN initiator, blank when it is non-PSTN) |
| DNIS | PSTN receiver | 40012345678 (PSTN receiver, blank when it is non-PSTN) |
# ● Public Field of Agent Events
| Field | Field name | Field example description |
|---|---|---|
| agentID | Agent work no. | 1001 agent work no. |
| agentUUID | Agent's unique ID | 2631394bbea55c23ae06dbe9c0a23db4 (the unique ID generated when the agent is created, unchangeable) |
| thisDN | Telepone no. used by agent | 1001 (extension) or 13912345678 (cell phone) |
# Traffic Related
In CTI, the call status is mainly a finite state machine that participates in the terminal Party. Party has 5 status: IDLE, Dialing, Ringing, Talk, and Held, which are shown in the figure below:
# ● Make Phone Calls
# 1. Sequence diagram
# 2.EventDialing
- Body
{
"messageID": "EventDialing",
"referenceID": 123456,
"callID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID.
"partyID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID.
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Unknown(0),Customer(1),Agent(2)
"thisDN": "A", // In the agent outbound scenario, agent extension 1001
"thisDNRole": "Origination", // Origination(1),Destination(2),TransferBy(3),TransferTo(4),
"otherDN": "B", // In the agent outbound scenario, customer's phone no. 13988886666
"otherDNRole": "Destination", // Origination(1),Destination(2),TransferBy(3),TransferTo(4),
"callType": "Outbound",
"makeCallType" :"Regular", // Regular(1): Regular operation; DirectAgent(2): Agent directly dials on the hardphone
"ANI": " 01088886666 ", // Optional, required when passing PSTN; ANI is the initiator of PSTN
"DNIS": " 13988886666 ", // Optional, required when passing PSTN; DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": { "campaignID" : "123","contactSN":"456"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128329720 ,
}
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# 3.EventRinging
- Body
{
"messageID":"EventRinging",
"referenceID":123456,
"callID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID.
"partyID": " 123e45670e89bN12d33a456L426655440000 ", // Current Party's unique UUID.
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Customer", // Customer(1),Agent(2)
"thisDN": "B", // In the agent outbound scenario, customer's phone no. 13988886666
"thisDNRole": "Destination", // Origination(1),Destination(2),TransferBy(3),TransferTo(4),
"otherDN": "A", // In the agent outbound scenario, agent extension 1001
"otherDNRole": "Origination", // Origination(1),Destination(2),TransferBy(3),TransferTo(4),
"callType": "Outbound",
"ANI": " 01088886666 ", // Optional, required when passing PSTN; ANI is the initiator of PSTN
"DNIS": " 13988886666 ", // Optional, required when passing PSTN; DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"campaignID" : "123","contactSN":"456"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128329720 ,
}
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# 3.EventOtherRinging
Description: Notify the agent side, a customer's ringing event
Body
{
"messageID":"EventOtherRinging",
"referenceID":123456,
"callID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID.
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "A", // In the agent outbound scenario, agent extension 1001
"otherDN": "B", // In the agent outbound scenario, customer's phone no. 13988886666
"callType": "Outbound",
"ANI": " 01088886666 ", // Optional, required when passing PSTN; ANI is the initiator of PSTN
"DNIS": " 13988886666 ", // Optional, required when passing PSTN; DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"campaignID" : "123","contactSN":"456"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128329720 ,
}
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# ● Answer Calls
# 1. EventEstablished caller
- Body
{
"messageID":"EventEstablished",
"referenceID": 123457,
"callID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID.
"partyID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID.
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "A", // In the agent outbound scenario, agent extension 1001
"otherDN": "B", // In the agent outbound scenario, customer's phone no. 13988886666
"callType": "Outbound",
"makeCallType" :"Regular", // Regular(1): Regular operation; DirectAgent(2): Agent directly dials on the hardphone
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 13988886666 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"campaignID" : "123","contactSN":"456"},
"creationTime": 1637128329720 ,
}
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# 2. EventEstablished called
- Body
{
"messageID":"EventEstablished",
"callID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID
"partyID": " 123e45670e89bN12d33a456L426655440000 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Customer", // Customer(1),Agent(2)
"thisDN": "B", // In the agent outbound scenario, customer's phone no. 13988886666
"otherDN": "A", // In the agent outbound scenario, agent extension 1001
"callType": "Outbound",
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 13988886666 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": { "campaignID" : "123","contactSN":"456"},
"creationTime": 1637128329720 ,
}
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# ● Hang up Calls
# 1. EventReleased caller
- Body
{
"messageID": "EventReleased",
"referenceID": 123458,
"callID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID
"partyID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "A", // In the agent outbound scenario, agent extension 1001
"otherDN": "B", // In the agent outbound scenario, customer's phone no. 13988886666
"callType": "Outbound",
"makeCallType" :"Regular", // Regular(1): Regular operation; DirectAgent(2): Agent directly dials on the hardphone
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 13988886666 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"to_customer_ani":"","campaignID" : "123","contactSN":"456","retries": 1}, // to_customer_ani Customer replay no.; campaignID Activity ID; contactSN retries Retry count
"billsec": 100, // Billing duration, counted by seconds;
"answersec": 100, // Answering duration, counted by seconds
"startUepoch": 16371284166171234 , // Call start timestamp ms
"progressUepoch": 16371284166171234 , // Call 180/182 ringing timestamp ms
"answerUepoch": 16371284166171234 , // Call answering timestamp ms
"bridgeUepoch": 16371284166171234 , // Call bridging timestamp ms
"lastHoldUepoch": 16371284166171234 , // Call latest Hold timestamp ms
"endUepoch": 16371284166171234 , // Call end timestamp ms
"hangupCause": "BY_AGENT", // Hang up by agent: BY_AGENT Hang up by system: BY_SYSTEM Others: Please refer to FS
"earlyDetectCause": 105, // Early ring-back tone recognition result
// 0: Unknown; 103: Out of service; 104: Not exist; 105: Downtime; 109: Subscriber busy; 115: No answer; 119: Line fault;
// If the call is answered, the early media before answering is generally 200: answered
"hangupDisposition": "recv_bye", // Hangup direction Hang up by telephone: send_bye,send_cancel,send_refuse, Hang up by FreeSwitch: recv_bye,recv_cancel,recv_refuse
"creationTime": 1637128416617 ,
"recordedEarlymedia": true // Whether early media recordings exist
}
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# 2. EventReleased called
- Body
{
"messageID": "EventReleased",
"callID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID
"partyID": " 123e45670e89bN12d33a456L426655440000 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Customer", // Customer(1),Agent(2)
"thisDN": "B", // In the agent outbound scenario, customer's phone no. 13988886666
"otherDN": "A", // In the agent outbound scenario, agent extension 1001
"callType": "Outbound",
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 13988886666 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"wrapUpDuration": 60, // Post-call summary duration, 0 by default. Only the agent call assigned from the queue has a value
"attachedData": {"gender":0,"emotion_status":1,"campaignID" : "123","contactSN":"456","answerBusinessCode":"123","hangupBusinessCode":"123"},
"hangupCause": "BY_AGENT", // Hang up by agent: BY_AGENT Hang up by system: BY_SYSTEM Others: Please refer to FS
"earlyDetectCause": 105, // Early ring-back tone recognition result
// 0: Unknown; 103: Out of service; 104: Not exist; 105: Downtime; 109: Subscriber busy; 115: No answer; 119: Line fault;
// If the call is answered, the early media before answering is generally 200: answered
"hangupDisposition": "recv_bye", // Hangup direction Hang up by telephone: send_bye,send_cancel,send_refuse, Hang up by FreeSwitch: recv_bye,recv_cancel,recv_refuse
"billsec": 0, // Billing duration, counted by seconds
"answersec": 100, // Answering duration, counted by seconds
"startUepoch": 16371284166171234 , // Call start timestamp ms
"progressUepoch": 16371284166171234 , // Call 180/182 ringing timestamp ms
"answerUepoch": 16371284166171234 , // Call answering timestamp ms
"bridgeUepoch": 16371284166171234 , // Call bridging timestamp ms
"lastHoldUepoch": 16371284166171234 , // Call latest Hold timestamp ms
"endUepoch": 16371284166171234 , // Call end timestamp ms
"creationTime": 1637128416617
}
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# ● Increase Attached Data
# 1.EventAttachedDataChanged
Description:
notify attachedData changed eventBody
{
"messageID":"EventAttachedDataChanged",
"referenceID":200500,
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"thisDN" : "C", // Add UserData to the call
"callType" : "Inbound",
"ANI" : " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS" : " 18618256606 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData" : { "orderID" : "123", "customerID" : "123","policyID" : "567","_key1" : "123", "_key2" : "123","_key3" : "567"}, // Include all bot output params
"creationTime": 1637128416617
}
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# ● Single Step Transfer
# 1. Sequence diagram
# 2.EventReleased
- Description:
After B single transfer, notify B EventReleased - Body
{
"messageID":"EventReleased",
"referenceID":12346,
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID
"partyID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer (1), Agent (2)
"thisDN": "B", // Agent B
"otherDN": "A", // Customer A
"thirdDN": "C", // Phone number of the transferring party
"thirdDNRole": "TransferTo", // - TransferTo(13): Transferred
"callState":"Transferred",
"callType": "Outbound",
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128416617 ,
}
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# 3.EventRinging
- Description:
After single transfer, notify C EventRinging - Body
{
"messageID":"EventRinging",
"referenceID":0,
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID
"partyID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer (1), Agent (2)
"thisDN": "C", // Agent C
"otherDN": "A", // Customer A
"thirdDN": "B", // Phone number B of the transferring party
"thirdDNRole": "TransferBy", // - TransferBy(8): Transfer initiator
"callType": "Outbound",
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128416617 ,
}
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# 4.EventEstablished
- Description:
notify C EventEstablished - Body
{
"messageID":"EventEstablished",
"referenceID":0,
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ", // Current talk's unique UUID
"partyID": " 4dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Unknown(0),Customer(1)
"thisDN": "C", // Transferred agent C
"otherDN": "A", // Customer's phone number after transfer
"callType": "Outbound",
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128416617 ,
}
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# ● Hold Calls
# 1. Sequence diagram
# 2.EventHeld
- Body
{
"messageID": "EventHeld",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Hold initiator
"callType": "Outbound",
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 18618256606 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128416617 ,
}
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# 3.EventRetrieved
- Body
{
"messageID": "EventRetrieved",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Hold initiator
"callType": "Outbound",
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 18618256606 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128416617 ,
}
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# ● Mute and Unmute
# 1. Sequence diagram
# 2.EventMuted
- Body
{
"messageID": "EventMuted",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Mute initiator
"otherDN": "A", // Customer
"callType": "Outbound",
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 18618256606 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128416617 ,
}
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# 3.EventUnmuted
- Body
{
"messageID": "EventUnmuted",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ", // Current Party's unique UUID
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Unmute initiator
"otherDN": "A", // Customer
"callType": "Outbound",
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 18618256606 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // The attached data brought by business, which can be obtained in the events of a call
"creationTime": 1637128416617 ,
}
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# ● Initiate Inquiries
# 1. Sequence diagram
# 2.EventAttachedDataChanged
- Body
{
"messageID": "EventAttachedDataChanged",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Inquirer
"otherDN": "C", // The inquired party
"callType": "Outbound",
"attachedData": {"consultStage":1}, // Inquiry stage 1: The inquiry has begun
"creationTime": 1637128416617 ,
}
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# 3.EventRinging
- Body
{
"messageID": "EventRinging",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "C", // The inquired party
"otherDN": "B", // Inquirer
"otherDNRole": "ConsultBy", // ConsultBy(9): Inquirer
"thirdDN": " 18688886666 ", // Customer's phone no.
"callType": "Outbound",
"callState": "Consult",
"attachedData": {"consultStage":"2","consulting":"true"}, // Inquiry stage 2: Ring on the inquired party
"creationTime": 1637128416617 ,
}
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# 4.EventAttachedDataChanged
- Body
{
"messageID": "EventAttachedDataChanged",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Inquirer
"otherDN": "C", // The inquired party
"callType": "Outbound",
"callState": "Consult",
"attachedData": {"consultStage":2}, // Inquiry stage 2: Ring on the inquired party
"creationTime": 1637128416617 ,
}
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# 5.EventEstablished
- Body
{
"messageID": "EventEstablished",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "C", // The inquired party
"otherDN": "B", // Inquirer
"otherDNRole": "ConsultBy", // ConsultBy(9): Inquirer
"thirdDN": " 18688886666 ", // Customer's phone no.
"callType": "Outbound",
"callState": "Consult",
"attachedData": {"consultStage":"4","consulting":"true"}, // Inquiry stage 4: Answered by the inquired party
"creationTime": 1637128416617 ,
}
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# 6.EventAttachedDataChanged
- Body
{
"messageID": "EventAttachedDataChanged",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Inquirer
"otherDN": "C", // The inquired party
"callType": "Outbound",
"callState": "Consult",
"attachedData": {"consultStage":4}, // Inquiry stage 4: Answered by the inquired party
"creationTime": 1637128416617 ,
}
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# ● Inquiry Cancellation
# 1. Sequence diagram
# 2.EventReleased
- Body
{
"messageID": "EventReleased",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "C", // The inquired party
"otherDN": "B", // Inquirer
"otherDNRole": "ConsultBy", // ConsultBy(9): Inquirer
"thirdDN": " 18688886666 ", // Customer's phone no.
"callType": "Outbound",
"callState": "Consult",
"attachedData": {"consultStage":3,"consulting":"true"}, // Inquiry stage 3: The inquiry has been canceled
"creationTime": 1637128416617 ,
}
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# 3.EventAttachedDataChanged
- Body
{
"messageID": "EventAttachedDataChanged",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Inquirer
"otherDN": "C", // The inquired party
"callType": "Outbound",
"callState": "Consult",
"attachedData": {"consultStage":3}, // Inquiry stage 3: The inquiry has been canceled
"creationTime": 1637128416617 ,
}
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# ● Retrieve After Inquiry
# 1. Sequence diagram
# 2.EventReleased
- Body
{
"messageID": "EventReleased",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "C", // The inquired party
"otherDN": "B", // Inquirer
"otherDNRole": "ConsultBy", // ConsultBy(9): Inquirer
"thirdDN": " 18688886666 ", // Customer's phone no.
"callType": "Outbound",
"callState": "Consult",
"attachedData": {"consultStage":5,"consulting":"true"}, // Inquiry stage 5: The inquiry has been retrieved
"creationTime": 1637128416617 ,
}
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# 3.EventAttachedDataChanged
- Body
{
"messageID": "EventAttachedDataChanged",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // Inquirer
"otherDN": "C", // The inquired party
"callType": "Outbound",
"callState": "Consult",
"attachedData": {"consultStage":5}, // Inquiry stage 5: The inquiry has been retrieved
"creationTime": 1637128416617 ,
}
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# ● Transfer After Inquiry
# 1. Sequence diagram
# 2.EventReleased
- Body
{
"messageID": "EventReleased",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B", // The inquired party
"thisDNRole":"ConsultBy", // ConsultBy the transferring party
"otherDN": "C", // Inquirer
"callType": "Outbound",
"callState":"Transferred",
"attachedData": {"consultStage":6}, // Inquiry stage 6: Transfer after inquiry
"creationTime": 1637128416617 ,
}
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# 3.EventPartyChanged
- Body
{
"messageID": "EventPartyChanged",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "C", // Inquirer
"otherDN": " 18688886666 ", // Customer phone no.
"thirdDN": "B", // The inquired party
"thirdDNRole": "TransferBy", // TransferBy(8) : Transfer initiator
"callType": "Outbound",
"callState": "OK", // Current talk is OK
"attachedData": {"consultStage":6}, // Inquiry stage 6: Transfer after inquiry; No consulting after successful inquiry transfer
"creationTime": 1637128416617 ,
}
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# ● Meeting After Inquiry
# 1. Sequence diagram
# 2.EventPartyAdded
- Body
{
"messageID": "EventPartyAdded",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B",
"otherDN": "C", // Party added in the meeting
"thirdDN": "B", // Inquiry meeting initiator
"thirdDNRole": "AddedBy", // AddedBy(3) : Attendee
"callType": "Outbound",
"callState": "Conference", // In the current meeting. If a three-party meeting becomes a two-party one, the callState should be changed to OK
"attachedData": {"consultStage":7}, // Inquiry stage 7: Meeting after inquiry
"creationTime": 1637128416617 ,
}
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# 3.EventPartyChanged
- Body
{
"messageID": "EventPartyChanged",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "C",
"otherDN": " 18688886666 ", // Customer phone no.
"thirdDN": "B", // Inquiry meeting initiator
"thirdDNRole": "AddedBy", // AddedBy(3) : Attendee
"callType": "Outbound",
"callState": "Conference", // In the current meeting. If a three-party meeting becomes a two-party one, the callState should be changed to OK
"attachedData": {"consultStage":7}, // Inquiry stage 7: Meeting after inquiry; No consulting after successful inquiry meeting
"creationTime": 1637128416617 ,
}
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# 4.EventPartyDeleted
- Description: Transfer after meeting, the three-party talk is changed to the two-party one
- Body
{
"messageID": "EventPartyDeleted",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "C",
"otherDN": "B", // Party quitting from the meeting
"thirdDN": "B", // Party deleting others from the meeting
"thirdDNRole": "DeletedBy", // DeletedBy(5) : Party deleting others from the meeting AddedBy(3) : Attendee
"callType": "Outbound",
"callState": "OK", // After quitting from the meeting. If a three-party meeting becomes a two-party one, the callState should be changed to OK
"attachedData": {"consultStage":8}, // Inquiry stage 8: Transfer after meeting
"creationTime": 1637128416617 ,
}
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# 5.EventPartyDeleted
- Description: Retrieve after meeting, the three-party talk is changed to the two-party one
- Body
{
"messageID": "EventPartyDeleted",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "B",
"otherDN": "C", // Party quitting from the meeting
"thirdDN": "B", // Party deleting others from the meeting
"thirdDNRole": "DeletedBy", // DeletedBy(5) : Party deleting others from the meeting AddedBy(3) : Attendee
"callType": "Outbound",
"callState": "OK", // After quitting from the meeting. If a three-party meeting becomes a two-party one, the callState should be changed to OK
"attachedData": {"consultStage":9}, // Inquiry stage 9: Retrieve after meeting
"creationTime": 1637128416617 ,
}
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# ● Send dtmf
# 1.EventDtmfSent
- Description:
notify agent DTMF sent to customer - Body:
{
"messageID":"EventDtmfSent",
"referenceID":211101,
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ", // Main talk ID
"companyId": " 30f80aa47cde4b10bd89484aeab63691 ",
"thisDN" : "B", // Agent B initiates DTMF
"otherDN" : " 18688886666 ", // Customer call receives DTMF
"dtmfDigits":"1234#", // dtmf key
"callType" : "Outbound",
"creationTime": 1637128416617
}
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# ● Take away Calls
# 1. Sequence diagram
# 2.EventRinging
- Body
{
"messageID": "EventRinging",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2),Supervisor(8)
"thisDN": "C", // Taking-away party
"otherDN": " 18688886666 ", // Customer's phone no.
"thirdDN": "B", // Taken-away party
"thirdDNRole": "InterceptTo", // BargeinTo(10): Interrupted party; InterceptTo(11): Breakdown party
"callType": "Outbound",
"creationTime": 1637128416617 ,
}
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# 3.EventReleased
- Description:
C intercept failure - Body
{
"messageID": "EventReleased",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2),Supervisor(8)
"thisDN": "C", // Taking-away party
"otherDN": " 18688886666 ", // Customer's phone no.
"thirdDN": "B", // Taken-away party
"thirdDNRole": "InterceptTo", // BargeinTo(10): Interrupted party; InterceptTo(11): Breakdown party
"callType": "Outbound",
"attachedData": {"intercept_cause":1}, // Reasons for takeaway failure 1: Failure before the supervisor answers 2: Bridging failure after the supervisor answers
"creationTime": 1637128416617 ,
}
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# 4.EventEstablished
- Body
{
"messageID": "EventEstablished",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2),Supervisor(8)
"thisDN": "C", // Taking-away party
"otherDN": " 18688886666 ", // Customer's phone no.
"thirdDN": "B", // Taken-away party
"thirdDNRole": "InterceptTo", // BargeinTo(10): Interrupted party; InterceptTo(11): Breakdown party
"callType": "Outbound",
"creationTime": 1637128416617 ,
}
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# 5.EventReleased
- Body
{
"messageID": "EventReleased",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2),Supervisor(8)
"thisDN": "B", // Taken-away party
"otherDN": " 18688886666 ", // Customer's phone no.
"thirdDN": "C", // Taking-away party
"thirdDNRole": "InterceptBy",
"callType": "Outbound",
"attachedData": {}, //
"creationTime": 1637128416617 ,
}
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# ● Interrupt Calls
# 1. Sequence diagram
# 2.EventRinging
- Body
{
"messageID": "EventRinging",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2),Supervisor(8)
"thisDN": "C", // Supervisor extension initiating an interruption
"otherDN": "A", // Customer's phone no.
"thirdDN": "B", // Agent extension interrupted
"thirdDNRole": "BargeinTo", // BargeinTo(10): Interrupted party; InterceptTo(11): Breakdown party
"callType": "Inbound",
"creationTime": 1637128416617 ,
}
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# 3.EventReleased
- Body
{
"messageID": "EventReleased",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2),Supervisor(8)
"thisDN": "C", // Interrupting party
"otherDN": " 18688886666 ", // Customer's phone no.
"thirdDN": "B",
"thirdDNRole": "BargeinTo", // BargeinTo(10): Interrupted party; InterceptTo(11): Breakdown party
"callType": "Outbound",
"attachedData": {"bargein_cause":1}, // Reasons for interruption failure 1: Failure before the supervisor answers 2: Interruption failure after the supervisor answers
"creationTime": 1637128416617 ,
}
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# 4.EventEstablished
- Body
{
"messageID": "EventEstablished",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2),Supervisor(8)
"thisDN": "C", // Supervisor extension initiating an interruption
"otherDN": "A", // Customer's phone no.
"thirdDN": "B", // Agent extension interrupted
"thirdDNRole": "BargeinTo", // BargeinTo(10): Interrupted party; InterceptTo(11): Breakdown party
"callType": "Inbound",
"creationTime": 1637128416617 ,
}
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# 5.EventPartyAdded
- Body
{
"messageID": "EventPartyAdded",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2),Supervisor(8)
"thisDN": "B", // Perspectives of interrupted agent
"otherDN": "C", // New meeting member
"thirdDN": "C", // Interruption initiator
"thirdDNRole": "BargeinBy", // BargeinTo(10): Interrupted party; InterceptTo(11): Breakdown party; BargeinBy(12): Interruption initiator;
"callType": "Inbound",
"callState": "Conference", // In the current processing meeting. If a three-party meeting becomes a two-party one, the callState should be changed to OK
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"},
"creationTime": 1637128416617 ,
}
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# 6.EventPartyDeleted
- Description: Supervisor C hangs up the B's call, and the three-party talk is changed to the two-party one
- Body
{
"messageID": "EventPartyDeleted",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Agent", // Customer(1),Agent(2)
"thisDN": "C",
"otherDN": "B", // Party quitting from the meeting
"thirdDN": "C", // Party deleting others from the meeting
"thirdDNRole": "DeletedBy", // DeletedBy(5) : Party deleting others from the meeting AddedBy(3) : Attendee
"callType": "Inbound",
"callState": "OK", // After quitting from the meeting. If a three-party meeting becomes a two-party one, the callState should be changed to OK
"creationTime": 1637128416617 ,
}
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# ● Monitor Calls
# 1. Sequence diagram
# 2.EventRinging
- Body
{
"messageID": "EventRinging",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Supervisor", // Customer(1),Agent(2)，Supervisor(8)
"thisDN": "C", // Supervisor C
"otherDN": "B", // Monitored agent
"otherDNRole": "ObserveTo", // ObserveTo(14) : Monitored
"thirdDN": " 18688886666 ", // Customer's phone no.
"callType": "Outbound",
"creationTime": 1637128416617 ,
}
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# 3.EventEstablished
- Body
{
"messageID": "EventEstablished",
"callID" : " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyID": " 5dce61ec399644029fab7e8251da9bf1332 ",
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"partyRole": "Supervisor", // Customer(1),Agent(2)，Supervisor(8)
"thisDN": "C", // Supervisor C
"otherDN": "B", // Monitored agent
"otherDNRole": "ObserveTo", // ObserveTo(14) : Monitored
"thirdDN": " 18688886666 ", // Customer's phone no.
"callType": "Outbound",
"creationTime": 1637128416617 ,
}
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# ● Create and Destroy
# 1.EventCallCreated
- Description: Create events by a call
- Body
{
"messageID": "EventCallCreated",
"referenceID": 0,
"companyId": " 30f80aa47cde4b10bd89484aeab63691 ",
"callID": "callID 1",
"thisDN": "A",
"callType": "Outbound",
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // Include all business-related parameters
"creationTime": 1637128416617
}
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# 2.EventCallDeleted
- Description: Destroy events by a call
- Body
{
"messageID": "EventCallDeleted",
"referenceID": 0,
"companyId": " 30f80aa47cde4b10bd89484aeab63691 ",
"callID": "callID 1",
"thisDN": "A", // Initiator of call creation
"otherDN": "B", // Receiver of call creation
"callType": "Outbound",
"startUepoch": 1631763908786 , // First call start timestamp ms
"bridgeUepoch": 1631763948786 , // First call bridging timestamp ms
"endUepoch": 1631763948786 , // Last call end timestamp ms
"recordUUID":" 3519d6deb17e49f794df05c9044cee18 ",
"recordUrl":"https://aws-prod-20221024.s3.ap-southeast-1.amazonaws.com/recordings/20210207/1721/6ec0eb05420347d2aeeb9d5ea6a8e246.mp3",
"attachedData": {"NoCallReasonCode":"1","customerID":"123","policyID":"567"}, // Include all business-related parameters
// Reasons for system missing NoCallReasonCode: 1 Enterprise in arrears; 2 Customer in the blacklist; If there is EventCallCreated, there is no NoCallReasonCode
"creationTime": 1637128416617
}
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# 3. Reasons for system missing NoCallReasonCode:
- 1 Enterprise in arrears
- 2 Customer in the blacklist
- 400 Unknown error
# 4. EventCallInfo
- Body
{
"messageID": "EventCallInfo",
"referenceID": 200100,
"callID": "callID 1",
"thisDN": "C", // C can be the super admin 100000000
"parties": [ {"thisDN":"A","DNRole":"Origination","createTime":1637128416617},{"thisDN":"B","DNRole":"Destination","createTime":1637128416617}],
"callType": "Outbound",
"ANI": " 01088886666 ", // ANI is the initiator of the PSTN, which is not fully guaranteed to be correct in the VOIP gateway, and may be a messy display
"DNIS": " 18618256606 ", // DNIS is the receiver of PSTN, such as customer's phone no.
"attachedData": {"orderID":"123","customerID":"123","policyID":"567"}, // Include all business-related parameters
"creationTime": 1637128416617
}
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# Agent Related
Agent status is a typical finite state machine. There are three status, including Logout, Ready, NotReady. They are shown in the figure below
# ● EventAgentLogin
- Body
{
"messageID":"EventAgentLogin",
"referenceID":1001,
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"agentID": "1001", // Agent work no. can be a null string
"agentUUID": " 8e0ec51fdf3b57a4bc1c09ff585655a1 ", // Agent UUID
"thisDN": "1001", // Agent phone no. 13988886666
"phoneType":1, // Device type 1: Web phone 2: WeChat Mini Program 3: PSTN 4: Sip Phone
"agentState" : 2, // agentState Ready(1),NotReady(2)
"attachedData": { "orderID" : "123", "customerID" : "123"}, // Optional
"reasonCode":2, // 2:DoNotDisturb DND; 4:AfterCallWork Post-call Summary; 11: Rest Break >11 and <99: Custom
"creationTime": 1637128416617
}
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# ● EventAgentReady
- Body
{
"messageID":"EventAgentReady",
"referenceID":10002,
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"agentID": "1001", // Agent work no. can be a null string
"agentUUID": " 8e0ec51fdf3b57a4bc1c09ff585655a1 ", // Agent UUID
"thisDN": "1001", // Telephone no., extension no. or phone no. 13988886666
"reasonCode":4, // 0 : Other reasons; 4: AfterCallWork Post-call summary;
"attachedData": { "orderID" : " 123 ", "callID" : " 81a3e101-9475-4ba1-bd38-6a7ca6c31ab5 "}, // Optional
"creationTime": 1637128416617
}
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# ● EventAgentNotReady
- Body
{
"messageID": "EventAgentNotReady",
"referenceID": 10003,
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"agentID": "1001", // Agent work no. can be a null string
"agentUUID": " 8e0ec51fdf3b57a4bc1c09ff585655a1 ", // Agent UUID
"thisDN": "1001", // Telephone no., extension no. or phone no. 13988886666
"reasonCode":4, // 2:DoNotDisturb DND; 4:AfterCallWork Post-call Summary; 11: Rest Break >11 and <99: Custom
"attachedData": { "loginState" : "1", "customerID" : "123", "callID" : "81a3e101-9475-4ba1-bd38-6a7ca6c31ab5"}, // Optional Only ACW requires the previous status to be loginState: 1 Online 2: DND
"creationTime": 1637128416617
}
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# ● EventAgentLogout
- Body
{
"messageID":"EventAgentLogout",
"referenceID":10005,
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"agentID": "1001", // Agent work no. can be a null string
"agentUUID": " 8e0ec51fdf3b57a4bc1c09ff585655a1 ", // Agent UUID
"thisDN": "1001", // Telephone no., extension no. or phone no. 13988886666
"attachedData": { "orderID" : "123", "customerID" : "123"}, // Optional
"creationTime": 1637128416617
}
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# ● EventDelayAfterCallWork
- Body
{
"messageID":"EventDelayAfterCallWork",
"referenceID":123456,
"companyId":" 30f80aa47cde4b10bd89484aeab63691 ",
"agentID": "1001", // Agent work no. can be a null string
"agentUUID": " 8e0ec51fdf3b57a4bc1c09ff585655a1 ", // Agent UUID
"thisDN": "1001",
"callID": " 4dce61ec399644029fab7e8251da9bf1332 ",
"partyId": " 03734ec400281M11ec583fc70a80ff2603de ",
"expirationTime": 1637128416617, // Post-handling the timestamp (ms) that will automatically end
"creationTime": 1637128416617
}
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# Error Related
# ● Error Code
Talk related error code is 301XXX
- Unknown(301000)
- AgentMonitoredBy(301001)
- SupervisorMonitoring(301002)
- SupervisorInCall(301003)
- NotFoundCallID(301004)
- InvalidCallType(301005)
- InvalidAgentState(301006)
- CallHasObserver(301007)
- ConferenceToTransfer(301008)
- TargetPartyIsSelf(301009)
- HeldInProcess(301010)
- NotFoundOtherParty(301011)
- TargetPartyInCall(301012)
- PartyIsObserver(301013)
- NotFoundAgent(301014)
- CustomerAddByConference(301015)
- NotFoundParty(301016)
- NotEnoughMeetmeRoom(301017)
- InvalidParams(301018)
- PBXError(301019)
- CTIException(301020)
- NotFoundChannel(301021)
- SocketToJSon(301022)
- MessageIDNotMatch(301025)
- RegisterDNNotMatch(301026)
- RequestTooFast(301027)
Agent related error code is 302XXX
- Unknown(302000)
- NotFoundAgentID(302001)
Supervisor related error code is 303XXX
- Unknown(303000)
- AgentIsInBargedInScene(303001)
- AgentIsInMonitorScene(303002)
- AgentIsInInterceptScene(303003)
- AgentIsInConsultScene(303004)
- AgentIsInConferenceScene(303005)
# ● EventPartyError
- Body
{
"messageID":"EventPartyError",
"referenceID":1001, // The corresponding event is initiated by the request
"companyId": " 30f80aa47cde4b10bd89484aeab63691 ", // Tenant ID
"callID":" d24c627642c8498ebc071e79cede8321 "
"thisDN","1001"
"errorCode": 301004, // Error code
"errorMessage" : "NotFoundCallID", // Error description
"request" : "RequestMakeCall", // Request source
"creationTime": 1637128416617
}
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# ● EventAgentError
- Body
{
"messageID":"EventAgentError",
"referenceID":1001, // The corresponding event is initiated by the request
"companyId": " 30f80aa47cde4b10bd89484aeab63691 ", // Tenant ID
"agentUUID": " fa9056d575295e8d89239ea8312d9b58 ", // Agent UUID
"agentID":"1001", // Agent No.
"thisDN": "1001",
"attachedData": { "orderID" : "123", "customerID" : "123"}, // Optional
"errorCode": 302001, // Error code
"errorMessage" : "NotFoundAgent", // Error description
"request" : "RequestAgentLogin", // Request source
"creationTime": 1637128416617
}
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Last Updated: 11/15/2024, 12:33:33 PM