v1

latestOpenAPI 3.1.02026-07-24317911.4 MB

Call Center/Agents

Add Agent to Call Queue

post/domains/{domain}/callqueues/{callqueue}/agents

Path parameters

domainstring required

This is the main organization name. This is used to link resource to its group/tenant/organization/enterprise. Then using in path for GET you can set to "~" to use the domain name linked to your token/key instead of the domain name itself when reading for your own domain.

Example:example.com

callqueuestring required

When used in path the callqueue value will link to a extension id for a preconfigured callqueue. If using agent actions like "login" you can use "all" to change action for all of the queues the agent is in currently, it can not be used for agent update requests.

Example:2000

Request body

synchronous'yes' | 'no'

When synchronous is requested with "yes" the response will be a 200 on success and will contain a valid JSON representiation of the new resource. If no or left off request a 202 "Accepted" will be given in a success case and this can be considered a success. Synchronous responses will be a little slower as the API will process the geo replication request and wait till the local copy has been written and can be read back berfore sending a response.

callqueue-agent-idstring required

This is the main identifier for a "agent" in a queue. There are two format supported here, either a user based option which will look like user@domain or a device based method like sip:device@domain.

callqueuestring

This is the callqueue id for which the agent is in. The agent may be in multiple callqueus, but this value is a single entry.

domainstring

This is the main organization name. This is used to link resource to its group/tenant/organization/enterprise. ~ and * can be used alone in special cases to mean My Domain (~) and All Domains (*).

callqueue-agent-availability-type'automatic' | 'manual' | 'disabled' | 'offnet-automatic'

This is the main toggle for the agents status in the queue. "automatic" is logged in, which manual is logged out with the option for one call. From a angent perspective and the actions of logging in and out the recomention would be to use the specific "agent actions" api instead of the basic agent update request.

callqueue-agent-wrap-up-allowance-secondsinteger

This is the number of seconds that the system will hold the agent offline before logging them back in automatically. This time allows the agent to comolete needed notes and conclusions to previous calls and prepare for next call.

auto-answer-enabled'yes' | 'no'

callqueue-agent-dispatch-order-ordinalinteger

For use in callqueues that have a linear order, this value would be to the order of the agent in that list, the lower the number the higher agent in the order.

callqueue-agent-dispatch-queue-priority-ordinalinteger

This setting is a priority value for this agent's entry with respect to the other callqueues they are in. Lower number is higher priority. This means that when the agent comes back available after a call the priority would be used to determine which queue its attempted first.

limits-max-active-calls-totalinteger

This is the maximum number of calls an agent will be given at at time. Default and ideal is 1, but if needed it can be higher

callqueue-agent-answer-confirmation-enabled'yes' | 'no'

callqueue-agent-has-registered-devices'yes' | 'no' | 'push-enabled' | 'offnet'

This read only status will show the agents registration infor and if the system believes the device is registered.

callqueue-agent-availability-for-dispatchstring

This is the status for the agent generated by the system using all available informaion.

active-calls-total-currentinteger

This is the total number of calls on the agent's account across all their queues

last-modified-datetimestring date-time

This timestamp is the datetime of the last change to the agent's configuration and status

callqueue-agent-max-concurrent-sms-conversationsinteger

This is the maximum number of SMS queue sessions the agent will be requested to handle before queing up future requests.

last-callqueue-dispatch-datetimestring date-time nullable

This timestamp is the datetime of the last dispatch to the agent.

callqueue-agent-entry-type'device' | 'user' | 'offnet'

This is a read only field that will tell you the type of agent config that is setup, this might include device or user based agents or "offnet"

This value read only from the user that is linked to this agent. Its the user's login if needed.

name-full-namestring

This value read only from the user that is linked to this agent. Its the user's full name.

agent-name-first-namestring

This value read only from the user that is linked to this agent. Its the user's first name.

agent-name-last-namestring

This value read only from the user that is linked to this agent. Its the user's last name.

agent-departmentstring

This value read only from the user that is linked to this agent. Its the user's depeartment.

agent-sitestring

This value read only from the user that is linked to this agent. Its the user's site

agent-user-scopestring

This value read only from the user that is linked to this agent. Its the user's scope.

agent-status-messagestring nullable

This value read only from the user that is linked to this agent. Its the user's status message.

Example request

{
  "callqueue-agent-id": "1000@domain",
  "callqueue": "3000",
  "domain": "example.com"
}

Response

codeinteger required

messagestring required