Voice Product API
Call Center V6

Call Capability (https)

# Call Capability (https)

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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# ● Resume Recording

Description: Resume recording of a suspended call
API URL:https://sg.sobot.io/callservice/v6/webmsg/agent/_resumeRecording
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": "AgentResumeRecording",
    "creationTime":  1656398763545 ,
    "data": {
        "callID": "6bc626a40894fM4deb68502U6a93a0b98e9b "
    }
}

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# ● Suspend Recording

Description: Suspend recording of a recorded call
API URL:https://sg.sobot.io/callservice/v6/webmsg/agent/_pauseRecording
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": "AgentPauseRecording",
    "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://sg.sobot.io/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://sg.sobot.io/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: 1/13/2025, 4:43:40 PM

← Data Service API Call Capability (JS-SDK)→

Update Date

01
Operations Support API 04-03

02
CRM Docking Scheme 12-05

03
AI Agent API 09-09

More Articles>

Call Capability (https)

# Call Capability (https)

# Login Operation

# ● Agent Login

# ● Agent Logout

# Call Operation

# ● Outbound Calls

# ● Agent Occupied

# ● Agent Ready

# ● Agent Reset Logout

# ● Answer Calls

# ● Hang up Calls

# ● Hold Calls

# ● Cancel Call Holding

# ● Resume Recording

# ● Suspend Recording

# ● Extend Post-call Summary

# ● End Post-call Summary

# Supervisor Operation

# ● Talk Monitoring

# ● Talk Takeaway

# ● Talk Interrupting

# ● Enforce Occupied

# ● Enforce Available

# ● Enforce Logout

# Outbound routing rule operation

# ● Query Agent Outbound Routing

# ● Modify Agent Outbound Routing

# ● Querying call agents

# ● Query skill groups the agent can log in