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latestOpenAPI 3.1.0PortSIP2026-08-105581112.6 MB

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Call Queue

Retrieve a call queue

Retrieve call queue

get/call_queues/{id}

Path parameters

idstring required

The unique ID of the resource.

Example:NzAwNTUxOTA5NzczMTQ4MTYw

The unique ID of the call queue.

Response

OK

idstring

The unique ID of the resource.

namestring

The name of call queue.

extension_numberstring

The extension number.

polling_strategy'RING_SIMULTANEOUSLY' | 'PRIORITIZED_HUNT' | 'CYCLIC_HUNT' | 'LEAST_WORKED_HUNT' | 'SKILL_BASED_ROUTING_PRIORITIZED_HUNT' | 'SKILL_BASED_ROUTING_CYCLIC_HUNT' | 'SKILL_BASED_ROUTING_LEAST_WORKED_HUNT'

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_timeinteger

Duration that each extension will ring, in seconds.

max_callersinteger

The maximum number of callers allowed in queue.

moh_prompt_file_namestring

The name of the file.

moh_prompt_file_sizeinteger

The file size in bytes.

moh_prompt_file_urlstring

The relative path to file url for file downloading.

intro_type'DISABLE' | 'NORMAL' | 'FULL'

Introductory tone:

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

The name of the file.

intro_prompt_file_sizeinteger

The file size in bytes.

intro_prompt_file_urlstring

The relative path to file url for file downloading.

max_waiting_timeinteger

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_position'DISABLE' | 'PERIODICALLY' | 'ON_CONNECTED'

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.
inform_position_intervalinteger

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

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.

enable_callbackboolean

Enable callback feature or not.

callback_mode'ACTIVE' | 'TIMEOUT'

Callback mode includes:

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

Offered to caller after timeout in seconds.

callback_outbound_prefixstring

Callback outbound prefix.

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

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.

Example response

{
  "id": "NzAwNTUxOTA5NzczMTQ4MTYw",
  "moh_prompt_file_url": "/api/blobs/WexWdABcd5D4PDgzTKV3gAAAEu00WcK",
  "intro_prompt_file_url": "/api/blobs/WexWdABcd5D4PDgzTKV3gAAAEu00WcK",
  "language": "en-US",
  "outbound_caller_ids": [
    {
      "provider_id": "NzAwNTUxOTA5NzczMTQ4MTYw"
    }
  ]
}