Call Queues
Manage your call queues.
List call queue servers.
Use the filter query parameter to retrieve just a subset of a collection.
Use the search query parameter to restrict the results of a request to match a search criterion.
Use the orderby query parameter to specify the sort order of the items returned from server.
The default order is ascending order.
Use the skip query parameter to set the number of items to skip at the start of a collection.
0Use the top query parameter to specify the page size of the result set.
100GET /api/call_queue_servers HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
{
"count": 100,
"items": [
{
"id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"name": "text",
"enabled": true,
"type": "INTERNAL",
"ipv4": "text",
"ipv6": "text"
}
]
}Create a call queue server. Please note that: at least one of ipv4 or ipv6 must be specified.
The name of call queue server.
The activate status or deactivated status.
trueHost IPV4 address.
Host IPV6 address.
POST /api/call_queue_servers HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 58
{
"name": "text",
"enabled": true,
"ipv4": "text",
"ipv6": "text"
}{
"id": "NzAwNTUxOTA5NzczMTQ4MTYw"
}Retrieve a call queue server.
The unique ID of call queue server.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwGET /api/call_queue_servers/{id} HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
{
"id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"name": "text",
"enabled": true,
"ipv4": "text",
"ipv6": "text",
"type": "INTERNAL"
}Update a call queue server.
The unique ID of call queue server.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwThe activate status or deactivated status.
truePOST /api/call_queue_servers/{id} HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 16
{
"enabled": true
}No content
Retrieve a call queue server's status.
The unique ID of call queue server.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwGET /api/call_queue_servers/{id}/status HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
{
"cpu_usage": 1,
"memory_usage": 1,
"status": "ONLINE"
}Delete a call queue server
The unique ID of call queue server.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwPOST /api/call_queue_servers/{id}/destroy HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
No content
Retrieve a collection of call queues
Use the filter query parameter to retrieve just a subset of a collection.
Use the search query parameter to restrict the results of a request to match a search criterion.
Use the orderby query parameter to specify the sort order of the items returned from server.
The default order is ascending order.
Use the skip query parameter to set the number of items to skip at the start of a collection.
0Use the top query parameter to specify the page size of the result set.
100GET /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",
"ring_time": 20,
"polling_strategy": "RING_SIMULTANEOUSLY"
}
]
}Add a new call queue.
The name of call queue.
The extension number of call queue.
The extension number.
[0-9]{3,64}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_SIMULTANEOUSLYPossible values: Duration that each extension will ring, in seconds.
20The maximum number of callers allowed in queue.
The unique ID of the file.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwIntroductory tone:
DISABLE: disable introductory toneNORMAL: play normal introductory tone.FULL: play full introductory tone.
DISABLEPossible values: The unique ID of the file.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwThe maximum time limit for waiting in the queue, in seconds. After this time interval, the call will be handled as pre-configured.
300Queue will waiting when no agent online.
falseQueue 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.
DISABLEPossible values: 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.
10Automatically set agent status to Ready
after logging in to a queue or completing a call (ACD call or non AC call).
trueAutomatically set agent status to Not Ready after completing a non-ACD call.
This option will be ignored if agent_auto_ready is enabled.
trueThe SLA time of call queue in seconds.
0BCP 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.
en-USEnable callback feature or not.
falseCallback mode includes:
ACTIVE: Triggered on user request (Press 3).TIMEOUT: Offered to caller after timeout.
ACTIVEPossible values: Offered to caller after timeout in seconds.
600Callback outbound prefix.
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.
trueThe duration of sticky routing in days.
30Whether to add call queue information into P-Asserted-Identity header.
falseWhether to add call queue information into Remote-Party-ID header.
falseWhether to user extension number as invite To header.
falsePOST /api/call_queues HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 947
{
"name": "text",
"extension_number": "text",
"polling_strategy": "RING_SIMULTANEOUSLY",
"ring_time": 20,
"max_callers": 1,
"moh_prompt_file_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"intro_type": "DISABLE",
"intro_prompt_file_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"max_waiting_time": 300,
"wait_when_no_agents_online": false,
"inform_position": "DISABLE",
"inform_position_interval": 10,
"agent_auto_ready": true,
"agent_auto_not_ready_after_non_acd_call": true,
"sla_time": 0,
"language": "en-US",
"no_answer_forward_rule": {
"action": "FORWARD_TO_NUMBER",
"number": "text"
},
"night_mode_forward_rule": {
"action": "FORWARD_TO_NUMBER",
"number": "text"
},
"enable_callback": false,
"callback_mode": "ACTIVE",
"callback_timeout": 600,
"callback_outbound_prefix": "text",
"outbound_caller_ids": [
{
"provider_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"caller_id": "text",
"description": "text"
}
],
"enable_sticky_routing": true,
"sticky_routing_duration": 30,
"enable_paid": false,
"enable_prid": false,
"extension_number_as_to_header": false
}{
"id": "NzAwNTUxOTA5NzczMTQ4MTYw"
}Retrieve call queue
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwGET /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": 20,
"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": 300,
"wait_when_no_agents_online": false,
"inform_position": "DISABLE",
"inform_position_interval": 10,
"agent_auto_ready": true,
"agent_auto_not_ready_after_non_acd_call": true,
"sla_time": 0,
"language": "en-US",
"no_answer_forward_rule": {
"action": "FORWARD_TO_NUMBER",
"number": "text"
},
"night_mode_forward_rule": {
"action": "FORWARD_TO_NUMBER",
"number": "text"
},
"enable_callback": false,
"callback_mode": "ACTIVE",
"callback_timeout": 600,
"callback_outbound_prefix": "text",
"outbound_caller_ids": [
{
"provider_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"caller_id": "text",
"description": "text"
}
],
"enable_sticky_routing": true,
"sticky_routing_duration": 30,
"enable_paid": false,
"enable_prid": false,
"extension_number_as_to_header": false
}Update call queue properties by it's unique ID.
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwThe name of call queue.
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_SIMULTANEOUSLYPossible values: Duration that each extension will ring, in seconds.
20The maximum number of callers allowed in queue.
The unique ID of the file.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwIntroductory tone:
DISABLE: disable introductory toneNORMAL: play normal introductory tone.FULL: play full introductory tone.
DISABLEPossible values: The unique ID of the file.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwThe maximum time limit for waiting in the queue, in seconds. After this time interval, the call will be handled as pre-configured.
300Queue will waiting when no agent online.
falseQueue 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.
DISABLEPossible values: 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.
10Automatically set agent status to Ready
after logging in to a queue or completing a call (ACD call or non AC call).
trueAutomatically set agent status to Not Ready after completing a non-ACD call.
This option will be ignored if agent_auto_ready is enabled.
trueThe SLA time of call queue in seconds.
0BCP 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.
en-USEnable callback feature or not.
falseCallback mode includes:
ACTIVE: Triggered on user request (Press 3).TIMEOUT: Offered to caller after timeout.
ACTIVEPossible values: Offered to caller after timeout in seconds.
600Callback outbound prefix.
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.
trueThe duration of sticky routing in days.
30Whether to add call queue information into P-Asserted-Identity header.
falseWhether to add call queue information into Remote-Party-ID header.
falseWhether to user extension number as invite To header.
falsePOST /api/call_queues/{id} HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 921
{
"name": "text",
"polling_strategy": "RING_SIMULTANEOUSLY",
"ring_time": 20,
"max_callers": 1,
"moh_prompt_file_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"intro_type": "DISABLE",
"intro_prompt_file_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"max_waiting_time": 300,
"wait_when_no_agents_online": false,
"inform_position": "DISABLE",
"inform_position_interval": 10,
"agent_auto_ready": true,
"agent_auto_not_ready_after_non_acd_call": true,
"sla_time": 0,
"language": "en-US",
"no_answer_forward_rule": {
"action": "FORWARD_TO_NUMBER",
"number": "text"
},
"night_mode_forward_rule": {
"action": "FORWARD_TO_NUMBER",
"number": "text"
},
"enable_callback": false,
"callback_mode": "ACTIVE",
"callback_timeout": 600,
"callback_outbound_prefix": "text",
"outbound_caller_ids": [
{
"provider_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"caller_id": "text",
"description": "text"
}
],
"enable_sticky_routing": true,
"sticky_routing_duration": 30,
"enable_paid": false,
"enable_prid": false,
"extension_number_as_to_header": false
}No content
Query call queue's status by it's unique ID.
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwGET /api/call_queues/{id}/status HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
{
"status": "ONLINE"
}Destroy call queue
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwPOST /api/call_queues/{id}/destroy HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
No content
Retrieve a collection of call queue's waiting sequence
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwGET /api/call_queues/{id}/waiting HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
{
"items": [
{
"session_id": "NzAwNTUxOTA5NzczMTQ4MTYw",
"extension_number": "text",
"display_name": "text",
"waiting_time": 1
}
]
}Call queue Answer specified call
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwThe unique ID of session in call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwPOST /api/call_queues/{id}/waiting/{session_id}/pickup HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
No content
Retrieve a collection of call queue agents.
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwGET /api/call_queues/{id}/agents HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
{
"items": [
{
"extension_number": "text",
"display_name": "text",
"skill_level": 1
}
]
}Update call queue agent list.
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwPOST /api/call_queues/{id}/agents HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 55
{
"items": [
{
"extension_number": "text",
"skill_level": 1
}
]
}No content
Retrieve information of call queue agent.
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwThe extension number.
[0-9]{3,64}GET /api/call_queues/{id}/agents/{agent_number} HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
{
"extension_number": "text",
"display_name": "text",
"skill_level": 1,
"status": "READY"
}Set call queue agent status.
The unique ID of call queue.
The unique ID of the resource.
NzAwNTUxOTA5NzczMTQ4MTYwThe extension number.
[0-9]{3,64}Change call queue agent status to one of the following:
READY:NOT_READY:WRAP_UP:BREAK:LUNCH:LOGGED_IN:LOGGED_OUT:
READYPossible values: POST /api/call_queues/{id}/agents/{agent_number} HTTP/1.1
Host: hostname:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 18
{
"status": "READY"
}No content