Developer Documentation
  • Voice Product API
  • Call Center V6
Sobot
2022-09-13
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Call Capability (https)

# Call Capability (https)

# Login Operation

# ● Agent Login

Description Agent login (Web phone answering not supported) API URL ：https://sg.sobot.io/callservice/v6/webmsg/agent/_login
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.
bindExt String Yes Extension account bound when logging in
phoneType String Yes sip: SIP phone answering; pstn: Phone answering
bindMobile String No Required when agent answers by mobile phone
agentState String No Agent status after login 1: Online; 2: DND; DND by default
edgeOut String No Enforce the logout on the other end. When the current login information does not match the phone bar, you can choose to enforce the logout; 1 - enforce logout; non-1 - do not enforce

Return param

Param Type Required Description
agentState String Yes 1: Online; 2: DND; DND by default when blank
bindExt String Yes Extension account bound when logging in
phoneType String Yes sip: SIP phone answering; pstn: Phone answering
reasonCode String Yes Occupied reason, 0: not occupied; 2: DND; set 0 when agentState is 1
creationTime long Yes Upstream service response timestamp (ms)
bindMobile String No Required when agent answers by mobile phone

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentLogin",
    "creationTime":  1656568762440 ,
    "data": {
        "creationTime":  1656568762237 ,
        "agentState": "1",
        "reasonCode": "0",
        "phoneType": "sip",
        "bindExt": "5001",
        "bindMobile": " 18889671923 "
    }
}
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# ● Agent Logout

Description Agent logout
API URL ：https://sg.sobot.io/callservice/v6/webmsg/agent/_logout
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentLogout",
    "creationTime":  1656398763545
}
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# Call Operation

# ● Outbound Calls

Description Outbound call
API URL ：https://sg.sobot.io/callservice/v6/webmsg/agent/_makeCall
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes Idempotent string, a digest string generated based on the current request params. The same request params generate the same digest string, and the example is for reference only.

Idempotency UUID generation example:


String requestData = "{\"agentID\":\"59220de7f88141829a1f38d8698acb26\",\"agentType\":\"1\",\"otherDN\":\"18889671923\"}";
String idempotencyKey = UUID.nameUUIDFromBytes(requestData.getBytes()).toString();
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Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.
otherDN String Yes Customer Phone No.
ANI String No Customer display no.
agentANI String No Agent Display No.
outboundPlanCode String No Scheme code of customer display no.
userData Map<String, String> No Extension data; use when necessary, and no value will be passed by default

Return param

Param Type Required Description
callID String Yes Represent a call
creationTime long Yes Call creation unix timestamp (ms)
userData Map<String, String> No Extension data; use when necessary, and no value will be passed by default

Request example:

{
    "agentID": " 59220de7f88141829a1f38d8698acb26 ",
    "agentType": "1",
    "userData": {
        " key1 ": " value1 ",
        " key2 ": " value2 "
    }
}
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Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentMakeCall",
    "creationTime":  1656570907080 ,
    "data": {
        "creationTime":  1656570906917 ,
        "callID": " 6bc626a40894fM4deb68502U6a93a0b98e9b "
    }
}
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# ● Agent Occupied

Description Set Agent to Busy API URL ：https://sg.sobot.io/callservice/v6/webmsg/agent/_notReady
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.
reasonCode String Yes 2: DND; 11: Break; 12-18: Custom

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentNotReady",
    "creationTime":  1656398763545
}
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# ● Agent Ready

Description set agent to ready
API URL ：https://sg.sobot.io/callservice/v6/webmsg/agent/_ready
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentReady",
    "creationTime":  1656398763545
}
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# ● Agent Reset Logout

Description Reset agent to logout
API URL ：https://sg.sobot.io/callservice/v6/webmsg/agent/_resetLogout
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentResetLogout",
    "creationTime":  1656398763545
}
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# ● Answer Calls

Description: Answer calls when dialing
API URL:https://sg.sobot.io/callservice/v6/webmsg/agent/_answerCall
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.

Return param

Param Type Required Description
callID String Yes Represent a call

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentAnswerCall",
    "creationTime":  1656398763545 ,
    "data": {
        "callID": " 6bc626a40894fM4deb68502U6a93a0b98e9b "
    }
}
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# ● Hang up Calls

Description: An agent in a talk calls this API to hang up the call
API URL:https://sg.sobot.io/callservice/v6/webmsg/agent/_hangup
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.

Return param

Param Type Required Description
callID String Yes Represent a call

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentHangup",
    "creationTime":  1656398763545 ,
    "data": {
        "callID": " 6bc626a40894fM4deb68502U6a93a0b98e9b "
    }
}
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# ● Hold Calls

Description: Hold the in-talk calls
API URL:https://sg.sobot.io/callservice/v6/webmsg/agent/_holdCall
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.

Return param

Param Type Required Description
callID String Yes Represent a call

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentHoldCall",
    "creationTime":  1656398763545 ,
    "data": {
        "callID": " 6bc626a40894fM4deb68502U6a93a0b98e9b "
    }
}
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# ● Cancel Call Holding

Description: Resume calls on hold
API URL:https://sg.sobot.io/callservice/v6/webmsg/agent/_retrieveCall
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.

Return param

Param Type Required Description
callID String Yes Represent a call

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentRetrieveCall",
    "creationTime":  1656570907080 ,
    "data": {
        "callID": " 6bc626a40894fM4deb68502U6a93a0b98e9b "
    }
}
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# ● Extend Post-call Summary

Description: When the remaining post-call summary time is insufficient, call this API to extend the time
API URL: https://sg.sobot.io/callservice/v6/webmsg/agent/_delayCallAfterWork
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.
delayTime int Yes 30-900s

Return param

Param Type Required Description
expirationTime long Yes Post-call summary expiry timestamp (ms)

Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentDelayCallAfterWork",
    "creationTime":  1656570907080 ,
    "data": {
    	"expirationTime": 1656570937080
    }
}
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# ● End Post-call Summary

Description: Call this API to end the post-call summary when it is completed in advance; agent can choose to set in ready status or occupied and DND status when the post-call summary ends; API URL: https://sg.sobot.io/callservice/v6/webmsg/agent/_ready
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent work no. or id
agentType String No 1: Agent id; 0/blank: Agent work no.
userData Map<String, String> No Extension data;

userData：

Param Type Required Description
endACW2Busy String No When it is "true", agent will be in DND status after the post-call summary ends; when it is "false", agent will be in ready status after the post-call summary ends; when it is default, agent will be in ready status after the post-call summary ends

Request example:

Be in ready status after the post-call summary ends:

{
  "agentID": " 59220de7f88141829a1f38d8698acb26 ",
  "agentType": "1"
}
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Be in DND status after the post-call summary ends:

{
  "agentID": " 59220de7f88141829a1f38d8698acb26 ",
  "agentType": "1",
  "userData":{"endACW2Busy":"true"}
}
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Response example:

{
    "apiVersion": "6.2.0",
    "status": "Success",
    "code": 200,
    "message": "OK",
    "reason": "OK",
    "kind": "AgentReady",
    "creationTime":  1656570907080
}
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# Supervisor Operation

# ● Talk Monitoring

API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/_monitorcall
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes UUID, idempotency

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent String Yes Agent UUID/work no.
agentType int No Agent param type: 0/blank: Agent work no., 1: Agent uuid
target String Yes Target: Agent work no. or id; agent extension; agent phone no.
targetType int Yes Target type: 1 : Agent; 2: Agent extension 3: Agent phone no.

Response message:

{
  "apiVersion": "6.2.0",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "MonitorCall",
  "data": {
        "attachedData":{
        }
  } 

}
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Failure response message:

{
  "apiVersion": "6.2.0", // API version
  "status": "Failure", // Success or Failure
  "message": "Sorry, agent has barged in", // Error message, displayed in different languages according to http header Accept-Language. English by default
  "code":  3001 ,  // Error code
  "reason": "AgentIsInBargedInScene",  // Error message Key
  "kind": "MonitorCall"

}
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# ● Talk Takeaway

API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/_intercept
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes UUID, idempotency

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent String Yes Agent UUID/work no.
agentType int No Agent param type: 0/blank: Agent work no., 1: Agent uuid
target String Yes Target: Agent work no. or id; agent extension; agent phone no.
targetType int Yes Target param type: 1 : Agent; 2: Agent extension 3: Agent phone no.

Success response message:

{
  "apiVersion": "6.2.0",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "Intercept",
  "data": {
        "attachedData":{
        }
  } 

}
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Failure response message:

{
  "apiVersion": "6.2.0", // API version
  "status": "Failure", // Success or Failure
  "message": "Sorry,Agent has monitored.", // Error message, displayed in different languages according to http header Accept-Language. English by default
  "code":  3002 ,  // Supervisor operation error code
  "reason": "AgentIsInMonitorScene",  // Error message Key
  "kind": "Intercept"

}
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# ● Talk Interrupting

API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/_bargein
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes UUID, idempotency

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent String Yes Agent UUID/work no.
agentType int No Agent param type: 0/blank: Agent work no., 1: Agent uuid
target String Yes Target: Agent work no. or id; agent extension; agent phone no.
targetType int Yes Target param type: 1 : Agent; 2: Agent extension 3: Agent phone no.

Response message:

{
  "apiVersion": "6.2.0",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "BargeIn",
  "data": {
        "attachedData":{
        }
  } 

}
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Failure response message:

{
  "apiVersion": "6.2.0", // API version
  "status": "Failure", // Success or Failure
  "message": "Sorry, Agent has intercepted.", // Error message, displayed in different languages according to http header Accept-Language. English by default
  "code":  3003 ,  // Supervisor operation error code
  "reason": "AgentIsInInterceptScene",  // Error message Key
  "kind": "BargeIn"

}
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# ● Enforce Occupied

API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/_agentNotReady
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes UUID, idempotency

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent String Yes Agent UUID/work no.
agentType int No Agent param type: 0/blank: Agent work no., 1: Agent uuid
target String Yes Target: Agent work no. or id; agent extension; agent phone no.
targetType int Yes Target param type: 1 : Agent; 2: Agent extension 3: Agent phone no.

Response message:

{
  "apiVersion": "6.2.0",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "AgentNotReady",
  "data": {
        "attachedData":{
        }
  } 

}
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Failure response message:

{
  "apiVersion": "6.2.0", // API version
  "status": "Failure", // Success or Failure
  "message": "Sorry,Agent has logouted.", // Prompt the user with an error message
  "code": 404,  // http status code
  "reason": "error.message.label",  // Error message key label
  "kind": "AgentNotReady"

}
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# ● Enforce Available

API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/_agentReady
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes UUID, idempotency

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent String Yes Agent UUID/work no.
agentType int No Agent param type: 0/blank: Agent work no., 1: Agent uuid
target String Yes Target: Agent work no. or id; agent extension; agent phone no.
targetType int Yes Target param type: 1 : Agent; 2: Agent extension 3: Agent phone no.

Response message:

{
  "apiVersion": "6.2.0",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "AgentReady",
  "data": {
        "attachedData":{
        }
  } 

}
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Failure response message:

{
  "apiVersion": "6.2.0", // API version
  "status": "Failure", // Success or Failure
  "message": "Sorry,Agent has logouted.", // Prompt the user with an error message
  "code": 404,  // http status code
  "reason": "error.message.label",  // Error message key label
  "kind": "AgentReady"

}
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# ● Enforce Logout

API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/_agentLogout
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token
Idempotency-Key String Yes UUID, idempotency

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent String Yes Agent UUID/work no.
agentType int No Agent param type: 0/blank: Agent work no., 1: Agent uuid
target String Yes Target: Agent work no. or id; agent extension; agent phone no.
targetType int Yes Target param type: 1 : Agent; 2: Agent extension 3: Agent phone no.

Response message:

{
  "apiVersion": "6.2.0",
  "status": "Success",
  "message": "",
  "code": 200,
  "reason": "OK",
  "kind": "AgentLogout",
  "data": {
        "attachedData":{
        }
  } 

}
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Failure response message:

{
  "apiVersion": "6.2.0", // API version
  "status": "Failure", // Success or Failure
  "message": "Sorry, Agent has logouted.", // Prompt the user with an error message
  "code": 404,  // http status code
  "reason": "error.message.label",  // Error message key label
  "kind": "AgentLogout"

}
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# Outbound routing rule operation

# ● Query Agent Outbound Routing

API URL ：https://sg.sobot.io/callservice/v6/cc-config/api/agents/outbound-routes/rules
Request method: POST

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent string Yes Agent UUID/work no.
agentType int Yes Agent param type: 0: Agent work no., 1: Agent uuid

Request body example:

{
	"agent":"1000",
	"agentType":"0"
}
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Return param

Param Type Required Description
agentUuid string Yes Agent ID
agentID string Yes Agent work no.
agentName string Yes Agent name
explicitRule object No Display rule set. See Table 1 below
explicitSchema object No Dynamic display scheme set. See Table 2 below
explicitNumbers object No Display number set. See Table 3 below

Table 1 explicitrule display rule array description

Param Type Required Description
code string Yes Code 1: Enterprise no. pool random matching; 2: Dynamic display no. scheme matching; 3: Agent no. pool designation.
name string Yes Name.
hasSet boolean Yes 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

Param Type Required Description
code string Yes Scheme ID
planName string Yes Name.
hasSet boolean Yes 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

Param Type Required Description
number string Yes Relay no.
nickName string Yes Relay no. alias
hasSet boolean Yes Only 1 piece of data in the set is the default data.
true: Default display number; false: Non-default display number.

Response example:

{
  "apiVersion": "6.0.0",
  "status": "Success",
  "code": 200,
  "message": "Success",
  "reason": "",
  "kind": "OutboundRuleResult",
  "metaData": {},
  "data": {
      "agentUuid": "2bd382969a6ac011ed1afa120242ac120002",
      "agentName": "Jack",
      "agentID": "1002",
      "explicitNumbers": [],
      "explicitSchema": [],
      "explicitRule": [
          {
              "code": "1",
              "name": "Number List random",
              "hasSet": true
          }
      ]
  }
}
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# ● Modify Agent Outbound Routing

API URL ：https://sg.sobot.io/callservice/v6/cc-config/api/agents/outbound-routes/rules
Request method: PUT

Request param (header):

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param (body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent string Yes Agent UUID/work no.
agentType int Yes Agent param type: 0: Agent work no., 1: Agent uuid
explicitRule int Yes Explicit rule ,< Outbound Route> Agent Explicit rule data Permission range。
1: Enterprise no. pool random matching; 2: Dynamic display no. scheme matching; 3: Agent no. pool designation.
explicitCode string No Dynamic display scheme code, 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 string No Display no, within the data permission range of the agent individual no. pool in <Outbound Routing>.
Not blank when the display rule = agent no. pool designation.

Request body example:

{
  "agent":"1000",
  "agentType":"0",
  "explicitRule": 0,
  "explicitCode": "xxxxxxxx",
  "explicitNumber": "13333333333"
}
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Return param

Param Type Required Description
agentUuid string Yes Agent ID
agentID string Yes Agent work no.
agentName string Yes Agent name
explicitRule object No Display rule set. See Table 1 below
explicitSchema object No Dynamic display scheme set. See Table 2 below
explicitNumbers object No Display number set. See Table 3 below

Table 1 explicitrule display rule array description

Param Type Required Description
code string Yes Code 1: Enterprise no. pool random matching; 2: Dynamic display no. scheme matching; 3: Agent no. pool designation.
name string Yes Name.
hasSet boolean Yes 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

Param Type Required Description
code string Yes Scheme ID
planName string Yes Name.
hasSet boolean Yes 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

Param Type Required Description
number string Yes Relay no.
nickName string Yes Relay no. alias
hasSet boolean Yes Only 1 piece of data in the set is the default data.
true: Default display number; false: Non-default display number.

Response example:

{
  "apiVersion": "6.0.0",
  "status": "Success",
  "code": 200,
  "message": "Success",
  "reason": "",
  "kind": "OutboundRuleResult",
  "metaData": {},
  "data": {
      "agentUuid": "2bd382969a6ac011ed1afa120242ac120002",
      "agentName": "Jack",
      "agentID": "1002",
      "explicitNumbers": [],
      "explicitSchema": [],
      "explicitRule": [
          {
              "code": "1",
              "name": "Number List random",
              "hasSet": true
          }
      ]
  }
}
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# ● Querying call agents

API URL ：https://openapi.soboten.com/callservice/v6/cc-config/api/agents/state/search
Request method：POST

Request param(header) :

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param(body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agent String Yes Agent UUID/work no.
agentType int No Agent param type: 0: Agent work no., 1: Agent uuid
agentName String No Agent name Fuzzy search
agentID String No work no. Fuzzy search
queueID Strng No Skill group number
workStatus int No Agent work status -1: All 1: Ready It is ready by default

Request body example:

{
  "agent":"4f1a1f826412428c901f08731b08fe6c",
  "agentType":1,
  "agentName":"1003",
  "agentID":"1003",
  "queueID":"",
  "workStatus":1
}
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Return param

Param Type Required Description
data List<Agent> No For the agent information collection, see the following table

Agent

Param Type Required Description
agentID String No Agent work no.
agentName String Yes Agent name
agentUUID int Yes Agent uuid
ext String No Extension number bound to an agent
loginStatus int Yes Login status 1:Online,2:DND,11:Break11,12:Break12,13:Break13,14:Break14,15:Break15,16:Break16,17:Break17,18:Break18,98:System Locked,0:Offline
workStatus int Yes Agent working status 0-unknown 1-EventAgentReady 、2-EventNotReady 、4-ACW、5-EventDialing 、6-EventRinging 、7-EventEstablished、8-EventHeld 、98-lock

Response example:

{
  "apiVersion": "6.0.0",
  "status": "Success",
  "code": 200,
  "message": "Success",
  "reason": "Success",
  "kind": "AgentStatusAPI",
  "metaData": {},
  "retMsg": "Success",
  "retCode": "000000",
  "data": {
      "list":[
        {
            "agentUUID": "0c036189a8a84038b0bf3011eacf21f9",
            "agentID": "1003",
            "agentType": 0,
            "agentName": "v6-Mr.Wang",
            "loginStatus": 1,
            "lastLoginTime": 0,
            "workStatus": 1,
            "ext": "1003"
      },
      ....
    ],
    ....
  }
}
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# ● Query skill groups the agent can log in

API URL:https://openapi.soboten.com/callservice/v6/cc-config/api/agents/info
Request method: POST

Request param(header) :

Param Type Required Description
Authorization String Yes API access credential. Please refer to Obtain the Authentication Token

Request param(body)

  • content-type: application/json;charset=utf-8
  • Param Description
Param Type Required Description
agentID String Yes Agent UUID/work no.
agentType Integer No Agent param type: 0: Agent work no., 1: Agent uuid

Request body example:

{
  "agentID":"4f1a1f826412428c901f08731b08fe6c",
  "agentType":1
}
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Return param

Param Type Required Description
id String No Agent UUID
agentID String Yes Agent work no.
agentName String No Agent name
loginStatusCode String Yes Login status code
loginStatusName String Yes Login status name
currentPhoneType String Yes Answering method
ext String Yes Extension account
phone String Yes Bind Phone No.
loginStatus List<LoginStatusVO> Yes Login status list
phoneTypes List<PhoneTypeVO> Yes Answering method list
checkableQueues List<QueueAgentCheckinVO> Yes List of skill groups joined

LoginStatusVO Login status

Param Type Required Description
code String No Code
name String No Name

PhoneTypeVO Answering method

Param Type Required Description
phoneType String Yes Answering method

QueueAgentCheckinVO Skill groups

Param Type Required Description
queueID String No Skill group ID
queueName String No Skill group name
queueWeight String No Skill group weight
checkin String Yes 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.

Response example:

{
  "apiVersion": "6.0.0",
  "status": "Success",
  "code": 200,
  "message": "Success",
  "reason": "Success",
  "kind": "AgentInfoVO",
  "metaData": {},
  "data": {
    "id": "eca5f5267cc94ca8bca243f5e8ba5e70",
    "agentID": "4545",
    "agentName": "y4545",
    "phone": "18235388448",
    "currentPhoneType": "webrtc",
    "ext": "4545",
    "loginStatusCode": "1",
    "loginStatusName": "Online",
    "loginStatus": [
      {
        "name": "Online",
        "code": "1"
      },
      {
        "name": "DND",
        "code": "2"
      },
      {
        "name": "Break11",
        "code": "11"
      },
      {
        "name": "Break12",
        "code": "12"
      },
      {
        "name": "Break13",
        "code": "13"
      },
      {
        "name": "Break14",
        "code": "14"
      },
      {
        "name": "Break15",
        "code": "15"
      },
      {
        "name": "Break16",
        "code": "16"
      },
      {
        "name": "Break17",
        "code": "17"
      },
      {
        "name": "Break18",
        "code": "18"
      },
      {
        "name": "System Locked",
        "code": "98"
      },
      {
        "name": "Offline",
        "code": "0"
      }
    ],
    "phoneTypes": [
      {
        "phoneType": "webrtc"
      },
      {
        "phoneType": "wechat"
      },
      {
        "phoneType": "pstn"
      },
      {
        "phoneType": "sip"
      },
      {
        "phoneType": "sobotapp"
      },
      {
        "phoneType": "other"
      }
    ],
    "checkableQueues": [
      {
        "queueID": "1234",
        "queueName": "support group 1",
        "queueWeight": 0,
        "checkin": 0
      },
      {
        "queueID": "4443",
        "queueName": "support group 2",
        "queueWeight": 0,
        "checkin": 0
      }
    ]
  },
  "retMsg": "Success",
  "retCode": "000000"
}
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Last Updated: 11/15/2024, 6:33:29 PM

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