Call Queues

Manage your call queues.

List call queue servers

get

List call queue servers.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

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

200

OK

application/json

countinteger · int64Optional

Total number of resource.

Example: 100

4XX

Error

get

/call_queue_servers

HTTPcURLJavaScriptPython

GET /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

post

Create a call queue server. Please note that: at least one of ipv4 or ipv6 must be specified.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Body

application/json

namestring · min: 1 · max: 64Required

The name of call queue server.

enabledbooleanOptional

The activate status or deactivated status.

Default: true

ipv4stringOptional

Host IPV4 address.

ipv6stringOptional

Host IPV6 address.

Responses

201

OK

application/json

4XX

Error

post

/call_queue_servers

HTTPcURLJavaScriptPython

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

get

Retrieve a call queue server.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue server.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

200

OK

application/json

idall ofOptional

The unique ID of call queue server.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

namestring · min: 1 · max: 64Optional

The name of call queue server.

enabledbooleanOptional

The activate status or deactivated status.

Default: true

ipv4stringOptional

Host IPV4 address.

ipv6stringOptional

Host IPV6 address.

typestring · enumRead-onlyOptional

Every PortSIP PBX has a built-in call queue server marked as INTERNAL;
Newly added call queue servers will be marked as "EXTERNAL".

Possible values:

4XX

Error

get

/call_queue_servers/{id}

HTTPcURLJavaScriptPython

GET /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

post

Update a call queue server.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue server.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Body

application/json

enabledbooleanOptional

The activate status or deactivated status.

Default: true

Responses

200

OK

No content

4XX

Error

post

/call_queue_servers/{id}

HTTPcURLJavaScriptPython

POST /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

Query call queue server status

get

Retrieve a call queue server's status.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue server.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

200

OK

application/json

cpu_usageintegerOptional

CPU usage.

memory_usageintegerOptional

Memory usage.

statusstring · enumOptional

Call queue's status:

• ONLINE: The call queue is online.
• OFFLINE: The call queue is offline.

Possible values:

4XX

Error

get

/call_queue_servers/{id}/status

HTTPcURLJavaScriptPython

GET /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

post

Delete a call queue server

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue server.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

204

No Content

400

Invalid server id supplied

404

Server not found

post

/call_queue_servers/{id}/destroy

HTTPcURLJavaScriptPython

POST /api/call_queue_servers/{id}/destroy HTTP/1.1
Host: HOSTNAME:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

No content

List call queues

get

Retrieve a collection of call queues

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

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

200

OK

application/json

countinteger · int64Optional

Total number of resource.

Example: 100

4XX

Error

get

/call_queues

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",
      "ring_time": 20,
      "polling_strategy": "RING_SIMULTANEOUSLY"
    }
  ]
}

Create a call queue

post

Add a new call queue.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Body

application/json

namestring · min: 1 · max: 64Required

The name of call queue.

extension_numberall ofRequired

The extension number of call queue.

string · min: 3 · max: 64Optional

The extension number.

Pattern: [0-9]{3,64}

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_SIMULTANEOUSLYPossible values:

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.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

intro_typestring · enumOptional

Introductory tone:

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

Default: DISABLEPossible values:

intro_prompt_file_idall ofOptional

The unique ID of the file.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

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: DISABLEPossible values:

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

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: ACTIVEPossible values:

callback_timeoutinteger · int32Optional

Offered to caller after timeout in seconds.

Default: 600

callback_outbound_prefixstringOptional

Callback outbound prefix.

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: false

enable_pridbooleanOptional

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

Default: false

extension_number_as_to_headerbooleanOptional

Whether to user extension number as invite To header.

Default: false

Responses

200

Created call queue

application/json

idall ofOptional

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

4XX

Error

post

/call_queues

HTTPcURLJavaScriptPython

POST /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 a call queue

get

Retrieve call queue

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

200

OK

application/json

idall ofOptional

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

namestring · min: 1 · max: 64Optional

The name of call queue.

extension_numberall ofOptional

The extension number of call queue.

string · min: 3 · max: 64Optional

The extension number.

Pattern: [0-9]{3,64}

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_SIMULTANEOUSLYPossible values:

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_namestringOptional

The name of the file.

moh_prompt_file_sizeinteger · int64Optional

The file size in bytes.

Example: 0

moh_prompt_file_urlstringRead-onlyOptional

The relative path to file url for file downloading.

Example: /api/blobs/WexWdABcd5D4PDgzTKV3gAAAEu00WcK

intro_typestring · enumOptional

Introductory tone:

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

Default: DISABLEPossible values:

intro_prompt_file_namestringOptional

The name of the file.

intro_prompt_file_sizeinteger · int64Optional

The file size in bytes.

Example: 0

intro_prompt_file_urlstringRead-onlyOptional

The relative path to file url for file downloading.

Example: /api/blobs/WexWdABcd5D4PDgzTKV3gAAAEu00WcK

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: DISABLEPossible values:

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

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: ACTIVEPossible values:

callback_timeoutinteger · int32Optional

Offered to caller after timeout in seconds.

Default: 600

callback_outbound_prefixstringOptional

Callback outbound prefix.

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: false

enable_pridbooleanOptional

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

Default: false

extension_number_as_to_headerbooleanOptional

Whether to user extension number as invite To header.

Default: false

4XX

Error

get

/call_queues/{id}

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": 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 a call queue

post

Update call queue properties by it's unique ID.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Body

application/json

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_SIMULTANEOUSLYPossible values:

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.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

intro_typestring · enumOptional

Introductory tone:

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

Default: DISABLEPossible values:

intro_prompt_file_idall ofOptional

The unique ID of the file.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

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: DISABLEPossible values:

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

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: ACTIVEPossible values:

callback_timeoutinteger · int32Optional

Offered to caller after timeout in seconds.

Default: 600

callback_outbound_prefixstringOptional

Callback outbound prefix.

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: false

enable_pridbooleanOptional

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

Default: false

extension_number_as_to_headerbooleanOptional

Whether to user extension number as invite To header.

Default: false

Responses

200

OK

No content

4XX

Error

post

/call_queues/{id}

HTTPcURLJavaScriptPython

POST /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

get

Query call queue's status by it's unique ID.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

200

OK

application/json

statusstring · enumOptional

Status of queue:

• ONLINE:
• OFFLINE:

Example: ONLINEPossible values:

4XX

Error

get

/call_queues/{id}/status

HTTPcURLJavaScriptPython

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

{
  "status": "ONLINE"
}

Delete a call queue

post

Destroy call queue

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

204

No Content

400

Invalid call queue ID supplied

404

User not found

post

/call_queues/{id}/destroy

HTTPcURLJavaScriptPython

POST /api/call_queues/{id}/destroy HTTP/1.1
Host: HOSTNAME:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

No content

List caller sequence of a call queue

get

Retrieve a collection of call queue's waiting sequence

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

200

OK

application/json

4XX

Error

get

/call_queues/{id}/waiting

HTTPcURLJavaScriptPython

GET /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
    }
  ]
}

Answer specified call

post

Call queue Answer specified call

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

session_idall ofRequired

The unique ID of session in call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

200

OK

No content

4XX

Error

post

/call_queues/{id}/waiting/{session_id}/pickup

HTTPcURLJavaScriptPython

POST /api/call_queues/{id}/waiting/{session_id}/pickup HTTP/1.1
Host: HOSTNAME:8887
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

No content

List call queue agents

get

Retrieve a collection of call queue agents.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Responses

200

OK

application/json

4XX

Error

get

/call_queues/{id}/agents

HTTPcURLJavaScriptPython

GET /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

post

Update call queue agent list.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

Body

application/json

Responses

200

OK

No content

4XX

Error

post

/call_queues/{id}/agents

HTTPcURLJavaScriptPython

POST /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 call queue agent

get

Retrieve information of call queue agent.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

agent_numberstring · min: 3 · max: 64Required

The extension number.

Pattern: [0-9]{3,64}

Responses

200

OK

application/json

extension_numberall ofOptional

The extension number of agent.

string · min: 3 · max: 64Optional

The extension number.

Pattern: [0-9]{3,64}

display_nameall ofOptional

The display name of agent.

string · max: 1024Optional

The display name of user.

skill_levelinteger · int32 · min: 1 · max: 100Optional

The skill level of agent in queue.
Only valid when polling_strategy is skill based.

Default: 1

statusstring · enumRead-onlyOptional

Current status of agent:

• READY:
• NOT_READY:
• QUEUE_CALL:
• OTHER_CALL:
• WRAP_UP:
• BREAK:
• LUNCH:
• TRANSFER:
• CONSULT_TRANSFER:
• ON_HOLD:
• LOGGED_OUT:
• OFFLINE:

Possible values:

4XX

Error

get

/call_queues/{id}/agents/{agent_number}

HTTPcURLJavaScriptPython

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

post

Set call queue agent status.

Authorizations

bearer

AuthorizationstringRequired

Bearer authentication header of the form Bearer <token>.

Path parameters

idall ofRequired

The unique ID of call queue.

stringOptional

The unique ID of the resource.

Example: NzAwNTUxOTA5NzczMTQ4MTYw

agent_numberstring · min: 3 · max: 64Required

The extension number.

Pattern: [0-9]{3,64}

Body

application/json

statusstring · enumOptional

Change call queue agent status to one of the following:

• READY:
• NOT_READY:
• WRAP_UP:
• BREAK:
• LUNCH:
• LOGGED_IN:
• LOGGED_OUT:

Example: READYPossible values:

Responses

200

OK

No content

4XX

Error

post

/call_queues/{id}/agents/{agent_number}

HTTPcURLJavaScriptPython

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