Call queues

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List call queues

Retrieve a collection of call queues

get

/call_queues

Authorizations

Query parameters

filterstring

Use the filter query parameter to retrieve just a subset of a collection.

searchstring

Use the search query parameter to restrict the results of a request to match a search criterion.

orderbystring

Use the orderby query parameter to specify the sort order of the items returned from server.
The default order is ascending order.

skipinteger · int32

Use the skip query parameter to set the number of items to skip at the start of a collection.

topinteger · int32 · min: 1 · max: 100 · default: 100

Use the top query parameter to specify the page size of the result set.

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --url 'https://HOSTNAME:8887/api/call_queues' \
  --header 'Authorization: Bearer YOUR_SECRET_TOKEN'

200

4XX

{
  "count": 100,
  "items": [
    {
      "name": "text",
      "polling_strategy": "RING_SIMULTANEOUSLY",
      "id": "NzAwNTUxOTA5NzczMTQ4MTYw",
      "extension_number": "text"
    }
  ]
}

Create a call queue

Add a new call queue.

post

/call_queues

Authorizations

Body

namestring · min: 1 · max: 64required

The name of call queue.

ring_timeinteger · int32 · min: 1 · max: 65535 · default: 20

Duration that each extension will ring, in seconds.

max_callersinteger · int32

The maximum number of callers allowed in queue.

max_waiting_timeinteger · int32 · min: 15 · max: 65535 · default: 300

The maximum time limit for waiting in the queue, in seconds. After this time interval, the call will be handled as pre-configured.

wait_when_no_agents_onlineboolean

Queue will waiting when no agent online.

inform_position_intervalinteger · int32 · min: 10 · max: 1800 · default: 10

Time interval for repeating announcement of the waiting position, in seconds.
This parameter will be available only if inform_position is PERIODICALLY or ON_CONNECTED.

agent_auto_readyboolean · default: true

Automatically set agent status to Ready after logging in to a queue or completing a call (ACD call or non AC call).

agent_auto_not_ready_after_non_acd_callboolean · default: true

Automatically set agent status to Not Ready after completing a non-ACD call.
This option will be ignored if agent_auto_ready is enabled.

sla_timeinteger · int32 · max: 65536

The SLA time of call queue in seconds.

languagestring

BCP 47 Language Tags (The Internet Best Current Practices (BCP) for language tags). A language tag is composed of a sequence of one or more subtags such as language, region, variant and script subtags. When a language tag is comprised of more than one subtag, the subtag values are separated by the "-" character. You will most commonly find language tags written with 2 subtags - language and region. For example: en-US.

Example: en-US

enable_callbackboolean

Enable callback feature or not.

callback_timeoutinteger · int32 · default: 600

Offered to caller after timeout in seconds.

callback_outbound_prefixstring

Callback outbound prefix.

enable_sticky_routingboolean · default: true

When a customer calls the queue, if the customer has communicated with an agent before and the agent is currently in the ready state, then this agent will have priority to answer the call.

sticky_routing_durationinteger · int32 · min: 1 · max: 365 · default: 30

The duration of sticky routing in days.

enable_paidboolean · default: true

Whether to add call queue information into P-Asserted-Identity header.

enable_pridboolean · default: true

Whether to add call queue information into Remote-Party-ID header.

extension_number_as_to_headerboolean

Whether to user extension number as invite To header.

polling_strategystring · enum · default: RING_SIMULTANEOUSLYrequired

Polling strategy:
Can be either:

RING_SIMULTANEOUSLY: Ring all available agents of the queue simultaneously.
PRIORITIZED_HUNT: Ring each available agent of the queue serially in the configured order.
CYCLIC_HUNT: Ring each available agent of the queue serially, ring the agent that hasn't been rang from a call from this queue in the longest amount of time first.
LEAST_WORKED_HUNT: Ring each available agent of the queue serially, ring the agent that hasn't answered a call from this queue in the longest amount of time first.
SKILL_BASED_ROUTING_PRIORITIZED_HUNT: The call assign to the agents in the level "1" skill group first,
and move on to the less experienced agents in subsequent skill groups, if the call is not answered in current skill group.
Ring each available agent of the queue serially in the configured order.
SKILL_BASED_ROUTING_CYCLIC_HUNT: The call assign to the agents in the level "1" skill group first,
and move on to the less experienced agents in subsequent skill groups, if the call is not answered in current skill group.
Ring each available agent of the queue serially,
ring the agent that hasn't been rang from a call from this queue in the longest amount of time first.
SKILL_BASED_ROUTING_LEAST_WORKED_HUNT: The call assign to the agents in the level "1" skill group first,
and move on to the less experienced agents in subsequent skill groups, if the call is not answered in current skill group.
Ring each available agent of the queue serially,
ring the agent that hasn't answered a call from this queue in the longest amount of time first.

Options: RING_SIMULTANEOUSLY, PRIORITIZED_HUNT, CYCLIC_HUNT, LEAST_WORKED_HUNT, SKILL_BASED_ROUTING_PRIORITIZED_HUNT, SKILL_BASED_ROUTING_CYCLIC_HUNT, SKILL_BASED_ROUTING_LEAST_WORKED_HUNT

intro_typestring · enum · default: DISABLE

Introductory tone:

DISABLE: disable introductory tone
NORMAL: play normal introductory tone.
FULL: play full introductory tone.

Options: DISABLE, NORMAL, FULL

inform_positionstring · enum · default: DISABLE

Queue will announce the actual position of the caller who's currently waiting in the queue.
Callback mode can be either:

DISABLE: Disable informing waiting position.
PERIODICALLY: Inform waiting position periodically.
ON_CONNECTED: Inform waiting position once caller connected and then play periodically.

Options: DISABLE, PERIODICALLY, ON_CONNECTED

callback_modestring · enum · default: ACTIVE

Callback mode includes:

ACTIVE: Triggered on user request (Press 3).
TIMEOUT: Offered to caller after timeout.

Options: ACTIVE, TIMEOUT

extension_numberall ofrequired

The extension number of call queue.

moh_prompt_file_idall of

The unique ID of the file.

intro_prompt_file_idall of

The unique ID of the file.

no_answer_forward_ruleobject

outbound_caller_idsobject[]

A collection of outbound caller IDs.

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --request POST \
  --url 'https://HOSTNAME:8887/api/call_queues' \
  --header 'Authorization: Bearer YOUR_SECRET_TOKEN' \
  --header 'Content-Type: application/json' \
  --data '{"name":"text","ring_time":20,"max_waiting_time":300,"wait_when_no_agents_online":false,"inform_position_interval":10,"agent_auto_ready":true,"agent_auto_not_ready_after_non_acd_call":true,"sla_time":0,"language":"en-US","enable_callback":false,"callback_timeout":600,"enable_sticky_routing":true,"sticky_routing_duration":30,"enable_paid":true,"enable_prid":true,"extension_number_as_to_header":false,"polling_strategy":"RING_SIMULTANEOUSLY","intro_type":"DISABLE","inform_position":"DISABLE","callback_mode":"ACTIVE","moh_prompt_file_id":"NzAwNTUxOTA5NzczMTQ4MTYw","intro_prompt_file_id":"NzAwNTUxOTA5NzczMTQ4MTYw","no_answer_forward_rule":{"action":"FORWARD_TO_NUMBER"},"outbound_caller_ids":[{"provider_id":"NzAwNTUxOTA5NzczMTQ4MTYw"}]}'

200

4XX

{
  "id": "NzAwNTUxOTA5NzczMTQ4MTYw"
}

Created call queue

Retrieve a call queue

Retrieve call queue

get

/call_queues/{id}

Authorizations

Path parameters

idall ofrequired

The unique ID of call queue.

Responses

application/json

cURL

JavaScript

Python

HTTP

curl -L \
  --url 'https://HOSTNAME:8887/api/call_queues/{id}' \
  --header 'Authorization: Bearer YOUR_SECRET_TOKEN'

200

4XX

{
  "name": "text",
  "ring_time": 20,
  "max_callers": 1,
  "moh_prompt_file_name": "text",
  "moh_prompt_file_size": 0,
  "moh_prompt_file_url": "/api/blobs/WexWdABcd5D4PDgzTKV3gAAAEu00WcK",
  "intro_prompt_file_name": "text",
  "intro_prompt_file_size": 0,
  "intro_prompt_file_url": "/api/blobs/WexWdABcd5D4PDgzTKV3gAAAEu00WcK",
  "max_waiting_time": 300,
  "wait_when_no_agents_online": false,
  "inform_position_interval": 10,
  "agent_auto_ready": true,
  "agent_auto_not_ready_after_non_acd_call": true,
  "sla_time": 0,
  "language": "en-US",
  "enable_callback": false,
  "callback_timeout": 600,
  "callback_outbound_prefix": "text",
  "enable_sticky_routing": true,
  "sticky_routing_duration": 30,
  "enable_paid": true,
  "enable_prid": true,
  "extension_number_as_to_header": false,
  "polling_strategy": "RING_SIMULTANEOUSLY",
  "intro_type": "DISABLE",
  "inform_position": "DISABLE",
  "callback_mode": "ACTIVE",
  "id": "NzAwNTUxOTA5NzczMTQ4MTYw",
  "extension_number": "text",
  "no_answer_forward_rule": {
    "number": "text",
    "action": "FORWARD_TO_NUMBER"
  },
  "outbound_caller_ids": [
    {
      "description": "text",
      "caller_id": "text",
      "provider_id": "NzAwNTUxOTA5NzczMTQ4MTYw"
    }
  ]
}

Update a call queue

Update call queue properties by it's unique ID.

post

/call_queues/{id}

Authorizations

Path parameters

idall ofrequired

The unique ID of call queue.

Body

namestring · min: 1 · max: 64

The name of call queue.

ring_timeinteger · int32 · min: 1 · max: 65535 · default: 20

Duration that each extension will ring, in seconds.

max_callersinteger · int32

The maximum number of callers allowed in queue.

max_waiting_timeinteger · int32 · min: 15 · max: 65535 · default: 300

The maximum time limit for waiting in the queue, in seconds. After this time interval, the call will be handled as pre-configured.

wait_when_no_agents_onlineboolean

Queue will waiting when no agent online.

inform_position_intervalinteger · int32 · min: 10 · max: 1800 · default: 10

Time interval for repeating announcement of the waiting position, in seconds.
This parameter will be available only if inform_position is PERIODICALLY or ON_CONNECTED.

agent_auto_readyboolean · default: true

Automatically set agent status to Ready after logging in to a queue or completing a call (ACD call or non AC call).

agent_auto_not_ready_after_non_acd_callboolean · default: true

Automatically set agent status to Not Ready after completing a non-ACD call.
This option will be ignored if agent_auto_ready is enabled.

sla_timeinteger · int32 · max: 65536

The SLA time of call queue in seconds.

languagestring

Example: en-US

enable_callbackboolean

Enable callback feature or not.

callback_timeoutinteger · int32 · default: 600

Offered to caller after timeout in seconds.

callback_outbound_prefixstring

Callback outbound prefix.

enable_sticky_routingboolean · default: true

When a customer calls the queue, if the customer has communicated with an agent before and the agent is currently in the ready state, then this agent will have priority to answer the call.

sticky_routing_durationinteger · int32 · min: 1 · max: 365 · default: 30

The duration of sticky routing in days.

enable_paidboolean · default: true

Whether to add call queue information into P-Asserted-Identity header.

enable_pridboolean · default: true

Whether to add call queue information into Remote-Party-ID header.

extension_number_as_to_headerboolean

Whether to user extension number as invite To header.

polling_strategystring · enum · default: RING_SIMULTANEOUSLY

Polling strategy:
Can be either:

RING_SIMULTANEOUSLY: Ring all available agents of the queue simultaneously.
PRIORITIZED_HUNT: Ring each available agent of the queue serially in the configured order.
CYCLIC_HUNT: Ring each available agent of the queue serially, ring the agent that hasn't been rang from a call from this queue in the longest amount of time first.
LEAST_WORKED_HUNT: Ring each available agent of the queue serially, ring the agent that hasn't answered a call from this queue in the longest amount of time first.
SKILL_BASED_ROUTING_PRIORITIZED_HUNT: The call assign to the agents in the level "1" skill group first,
and move on to the less experienced agents in subsequent skill groups, if the call is not answered in current skill group.
Ring each available agent of the queue serially in the configured order.
SKILL_BASED_ROUTING_CYCLIC_HUNT: The call assign to the agents in the level "1" skill group first,
and move on to the less experienced agents in subsequent skill groups, if the call is not answered in current skill group.
Ring each available agent of the queue serially,
ring the agent that hasn't been rang from a call from this queue in the longest amount of time first.
SKILL_BASED_ROUTING_LEAST_WORKED_HUNT: The call assign to the agents in the level "1" skill group first,
and move on to the less experienced agents in subsequent skill groups, if the call is not answered in current skill group.
Ring each available agent of the queue serially,
ring the agent that hasn't answered a call from this queue in the longest amount of time first.

intro_typestring · enum · default: DISABLE

Introductory tone:

DISABLE: disable introductory tone
NORMAL: play normal introductory tone.
FULL: play full introductory tone.

Options: DISABLE, NORMAL, FULL

inform_positionstring · enum · default: DISABLE

Queue will announce the actual position of the caller who's currently waiting in the queue.
Callback mode can be either:

DISABLE: Disable informing waiting position.
PERIODICALLY: Inform waiting position periodically.
ON_CONNECTED: Inform waiting position once caller connected and then play periodically.

Options: DISABLE, PERIODICALLY, ON_CONNECTED

callback_modestring · enum · default: ACTIVE

Callback mode includes:

ACTIVE: Triggered on user request (Press 3).
TIMEOUT: Offered to caller after timeout.

Options: ACTIVE, TIMEOUT

moh_prompt_file_idall of

The unique ID of the file.

intro_prompt_file_idall of

The unique ID of the file.

no_answer_forward_ruleobject

outbound_caller_idsobject[]

A collection of outbound caller IDs.

Responses

cURL

JavaScript

Python

HTTP

curl -L \
  --request POST \
  --url 'https://HOSTNAME:8887/api/call_queues/{id}' \
  --header 'Authorization: Bearer YOUR_SECRET_TOKEN' \
  --header 'Content-Type: application/json' \
  --data '{"ring_time":20,"max_waiting_time":300,"wait_when_no_agents_online":false,"inform_position_interval":10,"agent_auto_ready":true,"agent_auto_not_ready_after_non_acd_call":true,"sla_time":0,"language":"en-US","enable_callback":false,"callback_timeout":600,"enable_sticky_routing":true,"sticky_routing_duration":30,"enable_paid":true,"enable_prid":true,"extension_number_as_to_header":false,"polling_strategy":"RING_SIMULTANEOUSLY","intro_type":"DISABLE","inform_position":"DISABLE","callback_mode":"ACTIVE","moh_prompt_file_id":"NzAwNTUxOTA5NzczMTQ4MTYw","intro_prompt_file_id":"NzAwNTUxOTA5NzczMTQ4MTYw","no_answer_forward_rule":{"action":"FORWARD_TO_NUMBER"},"outbound_caller_ids":[{"provider_id":"NzAwNTUxOTA5NzczMTQ4MTYw"}]}'

200

4XX

No body