Call queues

List call queues

Retrieve a collection of call queues

GEThttp://127.0.0.1:8888/api/call_queues

Query parameters

Response

2004XX

OK

Body

application/json

countinteger (int64)

Total number of resource.

Example: 100

itemsarray of object

Request

JavaScriptCurlPython

const response = await fetch('http://127.0.0.1:8888/api/call_queues', {
    method: 'GET',
    headers: {},
});
const data = await response.json();

Response

200

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

Create a call queue

Add a new call queue.

POSThttp://127.0.0.1:8888/api/call_queues

Body

application/json

name*string

The name of call queue.

extension_number*all of

The extension number of call queue.

polling_strategy*enum

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.

RING_SIMULTANEOUSLYPRIORITIZED_HUNTCYCLIC_HUNTLEAST_WORKED_HUNTSKILL_BASED_ROUTING_PRIORITIZED_HUNTSKILL_BASED_ROUTING_CYCLIC_HUNTSKILL_BASED_ROUTING_LEAST_WORKED_HUNT

ring_timeinteger (int32)

Duration that each extension will ring, in seconds.

max_callersinteger (int32)

The maximum number of callers allowed in queue.

moh_prompt_file_idall of

The unique ID of the file.

intro_typeenum

Introductory tone:

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

DISABLENORMALFULL

intro_prompt_file_idall of

The unique ID of the file.

max_waiting_timeinteger (int32)

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_positionenum

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.

DISABLEPERIODICALLYON_CONNECTED

inform_position_intervalinteger (int32)

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

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

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)

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"

no_answer_forward_ruleobject

enable_callbackboolean

Enable callback feature or not.

callback_modeenum

Callback mode includes:

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

ACTIVETIMEOUT

callback_timeoutinteger (int32)

Offered to caller after timeout in seconds.

callback_outbound_prefixstring

Callback outbound prefix.

outbound_caller_idsarray of object

A collection of outbound caller IDs.

enable_sticky_routingboolean

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)

The duration of sticky routing in days.

enable_paidboolean

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

enable_pridboolean

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.

Response

2004XX

Created call queue

Body

application/json

idall of

The unique ID of call queue.

Request

JavaScriptCurlPython

const response = await fetch('http://127.0.0.1:8888/api/call_queues', {
    method: 'POST',
    headers: {
      "Content-Type": "application/json"
    },
    body: JSON.stringify({
      "name": "text",
      "extension_number": {},
      "polling_strategy": "RING_SIMULTANEOUSLY"
    }),
});
const data = await response.json();

Response

200

{
  "id": {}
}

Retrieve a call queue

Retrieve call queue

GEThttp://127.0.0.1:8888/api/call_queues/{id}

Path parameters

id*all of

The unique ID of call queue.

Response

2004XX

OK

Body

application/json

idall of

The unique ID of call queue.

namestring

The name of call queue.

extension_numberall of

The extension number of call queue.

polling_strategyenum

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.

RING_SIMULTANEOUSLYPRIORITIZED_HUNTCYCLIC_HUNTLEAST_WORKED_HUNTSKILL_BASED_ROUTING_PRIORITIZED_HUNTSKILL_BASED_ROUTING_CYCLIC_HUNTSKILL_BASED_ROUTING_LEAST_WORKED_HUNT

ring_timeinteger (int32)

Duration that each extension will ring, in seconds.

max_callersinteger (int32)

The maximum number of callers allowed in queue.

moh_prompt_file_namestring

The name of the file.

moh_prompt_file_sizeinteger (int64)

The file size in bytes.

Example: 0

moh_prompt_file_urlstring

The relative path to file url for file downloading.

Example: "/api/blobs/WexWdABcd5D4PDgzTKV3gAAAEu00WcK"

intro_typeenum

Introductory tone:

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

DISABLENORMALFULL

intro_prompt_file_namestring

The name of the file.

intro_prompt_file_sizeinteger (int64)

The file size in bytes.

Example: 0

intro_prompt_file_urlstring

The relative path to file url for file downloading.

Example: "/api/blobs/WexWdABcd5D4PDgzTKV3gAAAEu00WcK"

max_waiting_timeinteger (int32)

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_positionenum

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.

DISABLEPERIODICALLYON_CONNECTED

inform_position_intervalinteger (int32)

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

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

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)

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"

no_answer_forward_ruleobject

enable_callbackboolean

Enable callback feature or not.

callback_modeenum

Callback mode includes:

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

ACTIVETIMEOUT

callback_timeoutinteger (int32)

Offered to caller after timeout in seconds.

callback_outbound_prefixstring

Callback outbound prefix.

outbound_caller_idsarray of object

A collection of outbound caller IDs.

enable_sticky_routingboolean

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)

The duration of sticky routing in days.

enable_paidboolean

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

enable_pridboolean

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.

Request

JavaScriptCurlPython

const response = await fetch('http://127.0.0.1:8888/api/call_queues/{id}', {
    method: 'GET',
    headers: {},
});
const data = await response.json();

Response

200

{
  "id": {},
  "name": "text",
  "extension_number": {},
  "polling_strategy": "RING_SIMULTANEOUSLY",
  "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",
  "wait_when_no_agents_online": false,
  "inform_position": "DISABLE",
  "agent_auto_ready": true,
  "agent_auto_not_ready_after_non_acd_call": true,
  "language": "en-US",
  "no_answer_forward_rule": {
    "action": "FORWARD_TO_NUMBER",
    "number": "text"
  },
  "enable_callback": false,
  "callback_mode": "ACTIVE",
  "callback_outbound_prefix": "text",
  "outbound_caller_ids": [
    {
      "provider_id": {},
      "caller_id": {},
      "description": "text"
    }
  ],
  "enable_sticky_routing": true,
  "enable_paid": true,
  "enable_prid": true,
  "extension_number_as_to_header": false
}

Update a call queue

Update call queue properties by it's unique ID.

POSThttp://127.0.0.1:8888/api/call_queues/{id}

Path parameters

id*all of

The unique ID of call queue.

Body

application/json

namestring

The name of call queue.

polling_strategyenum

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.

RING_SIMULTANEOUSLYPRIORITIZED_HUNTCYCLIC_HUNTLEAST_WORKED_HUNTSKILL_BASED_ROUTING_PRIORITIZED_HUNTSKILL_BASED_ROUTING_CYCLIC_HUNTSKILL_BASED_ROUTING_LEAST_WORKED_HUNT

ring_timeinteger (int32)

Duration that each extension will ring, in seconds.

max_callersinteger (int32)

The maximum number of callers allowed in queue.

moh_prompt_file_idall of

The unique ID of the file.

intro_typeenum

Introductory tone:

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

DISABLENORMALFULL

intro_prompt_file_idall of

The unique ID of the file.

max_waiting_timeinteger (int32)

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_positionenum

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.

DISABLEPERIODICALLYON_CONNECTED

inform_position_intervalinteger (int32)

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

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

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)

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"

no_answer_forward_ruleobject

enable_callbackboolean

Enable callback feature or not.

callback_modeenum

Callback mode includes:

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

ACTIVETIMEOUT

callback_timeoutinteger (int32)

Offered to caller after timeout in seconds.

callback_outbound_prefixstring

Callback outbound prefix.

outbound_caller_idsarray of object

A collection of outbound caller IDs.

enable_sticky_routingboolean

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)

The duration of sticky routing in days.

enable_paidboolean

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

enable_pridboolean

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.

Response

2004XX

OK

Request

JavaScriptCurlPython

const response = await fetch('http://127.0.0.1:8888/api/call_queues/{id}', {
    method: 'POST',
    headers: {
      "Content-Type": "application/json"
    },
    body: JSON.stringify({}),
});
const data = await response.json();