Queue (/queue/)

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Queue configuration

Internal numbers of the queue type are used to implement the functionality of the call center. To configure a new queue is needed to create an extension number, specifying it as the type (parameter type) value queue. After that, it becomes possible to configure the queue and queue agents through the API-interface queue.

Queue agent events (login/logout) are tracked using the resource Queue Agent Events.

The sound files required to configure the queue are uploaded using the resource Sound Files.

Generation features

…….

Description of data structures

Event (AgentEvent)

Name

Type

Mandatory

Description

url

string

yes

The URL to which the request is sent when the event occurs. For example: 'https://myshost.org/calls'

event_type

string

yes

The agent event to send the request when it occurs. Possible options:

'agent-login' – agent login to the queue;
'agent-logout' – exit of the agent from the queue

method

string

yes

Request method:

GET
POST

Event Data (AgentEventData)

Name	Type	Description
agent_id	string	Unique ID of the queue agent
agent_status	string	New Agent status: available – ready to receive calls from the queue; logged_out – will not accept calls from the queue
agent_type	string	Agent Type: local – local agent; remote - external agent
agent_number	string	Present for agent_type 'remote': external agent number
extension_name	string	Present for agent_type 'local': name of the internal agent
event_source	string	Event source: api - the status change is initiated via the API (for example, via the web interface); phone - initiated by the login/logout command directly from the phone that is the agent

Example

Let's say a client with ID 12 has a local agent with ID 136, and this agent is assigned to the internal number "000*094". Let's add an event to this agent that is generated when it enters the queue:

…

...

System response:

{
  "url": "https://somehost.com/fordel/show.php",
  "id": 150,
  "method": "GET",
  "event_type": "agent-login"
}

If on the side of somehost.com show.php script has the following content

<?php
error_log("------");
foreach ($_GET as $key => $value){
    error_log("$key => $value");
}
?>

then after logging in to the queue, you can see the following lines in the web server log::

[Tue May 30 15:07:50 2017] ------
[Tue May 30 15:07:50 2017] agent_status => available
[Tue May 30 15:07:50 2017] agent_type => local
[Tue May 30 15:07:50 2017] event_source => api
[Tue May 30 15:07:50 2017] agent_id => 136
[Tue May 30 15:07:50 2017] extension_name => 000*094@ringme.ru

Resources of the "Client" section

Local Agents

POST /client/{client_id}/agent/local/{agent_id}/event/

POST /client/{client_id}/agent/local/{agent_id}/event/

Add the http event of the queue agent

URL Parameters

Name	Type
agent_id	integer
client_id	string

JSON parameters

Name	Type	Mandatory
event_type	string	yes
method	string	yes
url	string	yes

Response fields

Name	Type
event_type	string
id	long
method	string
url	string

GET /client/{client_id}/agent/local/{agent_id}/event/

GET /client/{client_id}/agent/local/{agent_id}/event/

Get the http event of the queue agent

URL Parameters

Name	Type
agent_id	integer
client_id	string

Response fields

Name	Type
event_type	string
id	long
method	string
url	string

PUT /client/{client_id}/agent/local/{agent_id}/event/{event_id}

PUT /client/{client_id}/agent/local/{agent_id}/event/{event_id}

Update the http event of the queue agent

URL Parameters

Name	Type
event_id	integer
agent_id	integer
client_id	string

JSON parameters

Name	Type	Mandatory
event_type	string	none
method	string	none
url	string	none

Response fields

Name	Type
event_type	string
id	long
method	string
url	string

GET /client/{client_id}/agent/local/{agent_id}/event/{event_id}

GET /client/{client_id}/agent/local/{agent_id}/event/{event_id}

Get the http event of the queue agent

URL Parameters

Name	Type
event_id	integer
agent_id	integer
client_id	string

Response fields

Name	Type
event_type	string
id	long
method	string
url	string

DELETE /client/{client_id}/agent/local/{agent_id}/event/{event_id}

DELETE /client/{client_id}/agent/local/{agent_id}/event/{event_id}

Delete the http event of the queue agent

URL Parameters

Name	Type
event_id	integer
agent_id	integer
client_id	string

External agents

POST /client/{client_id}/agent/remote/{agent_id}/event/

POST /client/{client_id}/agent/remote/{agent_id}/event/

Add the http event of the queue agent

URL Parameters

Name	Type
agent_id	integer
client_id	string

JSON parameters

Name	Type	Mandatory
event_type	string	yes
method	string	yes
url	string	yes

Response fields

Name	Type
event_type	string
id	long
method	string
url	string

GET /client/{client_id}/agent/remote/{agent_id}/event/

GET /client/{client_id}/agent/remote/{agent_id}/event/

Get the http event of the queue agent

URL Parameters

Name	Type
agent_id	integer
client_id	string

Response fields

Name	Type
event_type	string
id	long
method	string
url	string

PUT /client/{client_id}/agent/remote/{agent_id}/event/{event_id}

PUT /client/{client_id}/agent/remote/{agent_id}/event/{event_id}

Update the http event of the queue agent

URL Parameters

Name	Type
event_id	integer
agent_id	integer
client_id	string

JSON parameters

Name	Type	Mandatory
event_type	string	none
method	string	none
url	string	none

Response fields

Name	Type
event_type	string
id	long
method	string
url	string

GET /client/{client_id}/agent/remote/{agent_id}/event/{event_id}

GET /client/{client_id}/agent/remote/{agent_id}/event/{event_id}

Get the http event of the queue agent

URL Parameters

Name	Type
event_id	integer
agent_id	integer
client_id	string

Response fields

Name	Type
event_type	string
id	long
method	string
url	string

DELETE /client/{client_id}/agent/remote/{agent_id}/event/{event_id}

DELETE /client/{client_id}/agent/remote/{agent_id}/event/{event_id}

Delete the http event of the queue agent

URL Parameters

Name	Type
event_id	integer
agent_id	integer
client_id	string