Call queues

List call queues

get

Retrieve a collection of call queues

Authorizations

Query parameters

filterstringoptional

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

searchstringoptional

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

orderbystringoptional

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

skipinteger · int32optional

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

Default: 0

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

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

Default: 100

Responses

application/json

objectoptional

get

HTTPcURLJavaScriptPython

GET /api/call_queues HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

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

Create a call queue

post

Add a new call queue.

Authorizations

Body

namestring · min: 1 · max: 64required

The name of call queue.

extension_numberall ofrequired

The extension number of call queue.

The extension number.

polling_strategystring · enumrequired

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.

Default: RING_SIMULTANEOUSLYAvailable options:

ring_timeinteger · int32 · min: 1 · max: 65535optional

Duration that each extension will ring, in seconds.

Default: 20

max_callersinteger · int32optional

The maximum number of callers allowed in queue.

moh_prompt_file_idall ofoptional

The unique ID of the file.

The unique ID of the resource.

intro_typestring · enumoptional

Introductory tone:

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

Default: DISABLEAvailable options:

intro_prompt_file_idall ofoptional

The unique ID of the file.

The unique ID of the resource.

max_waiting_timeinteger · int32 · min: 15 · max: 65535optional

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

Default: 300

wait_when_no_agents_onlinebooleanoptional

Queue will waiting when no agent online.

Default: false

inform_positionstring · enumoptional

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.

Default: DISABLEAvailable options:

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

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.

Default: 10

agent_auto_readybooleanoptional

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

Default: true

agent_auto_not_ready_after_non_acd_callbooleanoptional

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

Default: true

sla_timeinteger · int32 · max: 65536optional

The SLA time of call queue in seconds.

Default: 0

languagestringoptional

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

no_answer_forward_ruleobjectoptional

enable_callbackbooleanoptional

Enable callback feature or not.

Default: false

callback_modestring · enumoptional

Callback mode includes:

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

Default: ACTIVEAvailable options:

callback_timeoutinteger · int32optional

Offered to caller after timeout in seconds.

Default: 600

callback_outbound_prefixstringoptional

Callback outbound prefix.

outbound_caller_idsobject[]optional

A collection of outbound caller IDs.

enable_sticky_routingbooleanoptional

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.

Default: true

sticky_routing_durationinteger · int32 · min: 1 · max: 365optional

The duration of sticky routing in days.

Default: 30

enable_paidbooleanoptional

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

Default: true

enable_pridbooleanoptional

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

Default: true

extension_number_as_to_headerbooleanoptional

Whether to user extension number as invite To header.

Default: false

Responses

application/json

objectoptional

post

HTTPcURLJavaScriptPython

POST /api/call_queues HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 862

{
  "name": "text",
  "extension_number": "text",
  "polling_strategy": "RING_SIMULTANEOUSLY",
  "ring_time": 1,
  "max_callers": 1,
  "moh_prompt_file_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
  "intro_type": "DISABLE",
  "intro_prompt_file_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
  "max_waiting_time": 1,
  "wait_when_no_agents_online": true,
  "inform_position": "DISABLE",
  "inform_position_interval": 1,
  "agent_auto_ready": true,
  "agent_auto_not_ready_after_non_acd_call": true,
  "sla_time": 1,
  "language": "en-US",
  "no_answer_forward_rule": {
    "action": "FORWARD_TO_NUMBER",
    "number": "text"
  },
  "enable_callback": true,
  "callback_mode": "ACTIVE",
  "callback_timeout": 1,
  "callback_outbound_prefix": "text",
  "outbound_caller_ids": [
    {
      "provider_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
      "caller_id": "text",
      "description": "text"
    }
  ],
  "enable_sticky_routing": true,
  "sticky_routing_duration": 1,
  "enable_paid": true,
  "enable_prid": true,
  "extension_number_as_to_header": true
}

{
  "id": "NzAwNTUxOTA5NzczMTQ4MTYw"
}

Retrieve a call queue

get

Retrieve call queue

Authorizations

Path parameters

idall ofrequired

The unique ID of call queue.

The unique ID of the resource.

Responses

application/json

objectoptional

get

HTTPcURLJavaScriptPython

GET /api/call_queues/{id} HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

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

Update a call queue

post

Update call queue properties by it's unique ID.

Authorizations

Path parameters

idall ofrequired

The unique ID of call queue.

The unique ID of the resource.

Body

namestring · min: 1 · max: 64optional

The name of call queue.

polling_strategystring · enumoptional

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.

Default: RING_SIMULTANEOUSLYAvailable options:

ring_timeinteger · int32 · min: 1 · max: 65535optional

Duration that each extension will ring, in seconds.

Default: 20

max_callersinteger · int32optional

The maximum number of callers allowed in queue.

moh_prompt_file_idall ofoptional

The unique ID of the file.

The unique ID of the resource.

intro_typestring · enumoptional

Introductory tone:

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

Default: DISABLEAvailable options:

intro_prompt_file_idall ofoptional

The unique ID of the file.

The unique ID of the resource.

max_waiting_timeinteger · int32 · min: 15 · max: 65535optional

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

Default: 300

wait_when_no_agents_onlinebooleanoptional

Queue will waiting when no agent online.

Default: false

inform_positionstring · enumoptional

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.

Default: DISABLEAvailable options:

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

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.

Default: 10

agent_auto_readybooleanoptional

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

Default: true

agent_auto_not_ready_after_non_acd_callbooleanoptional

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

Default: true

sla_timeinteger · int32 · max: 65536optional

The SLA time of call queue in seconds.

Default: 0

languagestringoptional

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

no_answer_forward_ruleobjectoptional

enable_callbackbooleanoptional

Enable callback feature or not.

Default: false

callback_modestring · enumoptional

Callback mode includes:

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

Default: ACTIVEAvailable options:

callback_timeoutinteger · int32optional

Offered to caller after timeout in seconds.

Default: 600

callback_outbound_prefixstringoptional

Callback outbound prefix.

outbound_caller_idsobject[]optional

A collection of outbound caller IDs.

enable_sticky_routingbooleanoptional

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.

Default: true

sticky_routing_durationinteger · int32 · min: 1 · max: 365optional

The duration of sticky routing in days.

Default: 30

enable_paidbooleanoptional

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

Default: true

enable_pridbooleanoptional

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

Default: true

extension_number_as_to_headerbooleanoptional

Whether to user extension number as invite To header.

Default: false

Responses

post

HTTPcURLJavaScriptPython

POST /api/call_queues/{id} HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 836

{
  "name": "text",
  "polling_strategy": "RING_SIMULTANEOUSLY",
  "ring_time": 1,
  "max_callers": 1,
  "moh_prompt_file_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
  "intro_type": "DISABLE",
  "intro_prompt_file_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
  "max_waiting_time": 1,
  "wait_when_no_agents_online": true,
  "inform_position": "DISABLE",
  "inform_position_interval": 1,
  "agent_auto_ready": true,
  "agent_auto_not_ready_after_non_acd_call": true,
  "sla_time": 1,
  "language": "en-US",
  "no_answer_forward_rule": {
    "action": "FORWARD_TO_NUMBER",
    "number": "text"
  },
  "enable_callback": true,
  "callback_mode": "ACTIVE",
  "callback_timeout": 1,
  "callback_outbound_prefix": "text",
  "outbound_caller_ids": [
    {
      "provider_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
      "caller_id": "text",
      "description": "text"
    }
  ],
  "enable_sticky_routing": true,
  "sticky_routing_duration": 1,
  "enable_paid": true,
  "enable_prid": true,
  "extension_number_as_to_header": true
}

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