呼叫事件 (TS)

# 呼叫事件 (TS)

# 消息格式

# ● 所有事件公共字段

字段	字段名称	类型	字段示例说明
messageID	事件类型	String	本节介绍的所有事件类型中任意一种
creationTime	事件时间	long	unix毫秒时间戳(毫秒):1641361630895
companyId	租户Id	String	30f80aa47cde4b10bd89484aeab63691 (租户Id)
referenceID	请求的序号	long	该事件是哪次请求产生的
attachedData	事件携带的随路数据	String	{"orderID":"ef3ed1a8d50558389a21300c70f21694"} 一般为业务数据

# ● 话务类事件字段

字段	字段名称	类型	字段示例说明
callID	话务ID	String	通话唯一标识:4dce61ec399644029fab7e8251da9bf1332
partyID	通话通道ID	String	通话参与方唯一标识:123e45670e89bN12d33a456L426655440000
callType	呼叫类型	String	Inbound:呼入,Outbound:呼出,Internal:内部,Consult:咨询
partyRole	通话参与方角色	String	Customer:客户,Agent:座席,VirtualAgent:虚拟座席,Supervisor:班长,ThirdPSTN:第三方
ANI	PSTN发起方	String	13912345678(PSTN发起方,非PSTN为空字符串)
DNIS	PSTN接收方	String	40012345678(PSTN接收方,非PSTN为空字符串)
thisDN	发起方电话号码	String	分机号或者手机号码
thisDNRole	发起方角色	String	Origination:发起者,Destination:被叫者,TransferBy:转接发起者,TransferTo:被转接者,ConsultBy:转接发起者
otherDN	被叫电话号码	String	分机号或者手机号码
otherDNRole	被叫角色	String	Origination:发起者,Destination:被叫者,TransferBy:转接发起者,TransferTo:被转接者,ConsultBy:转接发起者
thirdDN	三方/咨询者电话号码	String	分机号或者手机号码
thirdDNRole	三方/咨询者角色	String	Origination:发起电话者,Destination:接电话者,AddedBy:加入会议者,NewParty:被加入会议中者,DeletedBy:踢出会议者,DeletedParty:退出会议者,ObserveBy:监听者,TransferBy:发起转接成功者,ConsultBy:发起咨询者,BargeinBy:发起强插者,BargeinTo:被强插者,InterceptTo:被抢接者,TransferTo:被转接者,ObserveTo:被监听者,InterceptBy:发起抢接者,ConsultTo:被咨询者
makeCallType	外呼类型	String	Regular:电话条/接口外呼,DirectAgent:座席直接在硬话机上拨号
callState	通话状态	String	OK:呼入/呼出,Transferred:转移,Consult:咨询,Conference:会议
thisQueue	技能组ID	String	呼入场景,座席电话来自那个队列
dtmfDigits	dtmf按键	String	通话中按键内容
billDuration	计费时长	int	计费时长(秒)
answerDuration	接听时长	int	接听时长(秒)
wrapUpDuration	后处理时长	int	后处理时长(秒)
startUepoch	开始时间	long	当前参与方开始时间戳(微秒)
progressUepoch	振铃时间	long	当前参与方180/183响铃时间戳(微秒)
answerUepoch	接听时间	long	当前参与方接听时间戳(微秒)
bridgeUepoch	桥接时间	long	当前参与方桥接时间戳(微秒)
lastHoldUepoch	保持时间	long	当前参与方最近一次保持时间戳(微秒)
endUepoch	结束时间	long	当前参与方结束的时间戳(微秒)
hangupCause	挂断原因	String	BY_AGENT:座席挂,BY_SYSTEM:系统,其他:参考FS
earlyDetectCode	早期回铃音识别结果	int	0:未知,103:停机,104:空号,105:关机,109:用户正忙,115:无人接听,119:线路拦截,200:已接听
hangupDisposition	挂机方向	String	话机挂:send_bye/send_cancel/send_refuse;FreeSwitch挂:recv_bye/recv_cancel/recv_refuse
recordedEarlymedia	是否存在早期媒体录音	boolean
bridgePartyId	通话桥接参与方ID	String	对应的是当前通话的另外一个partyID
recordUUID	录音地址ID	String
recordUrl	通话录音地址	String
system	通话所在服务器地址	String

# ● 座席类事件字段

字段	字段名称	类型	字段示例说明
agentID	座席工号	String	1001 座席工号
agentUUID	座席的唯一标识	String	2631394bbea55c23ae06dbe9c0a23db4 (座席生成的时候产生的唯一标识，不可改变)
thisDN	座席使用的话机号码	String	1001(分机) 或者 13912345678(手机)
thisQueues	座席登录的技能组	String[]	["q8001","q8002"] 多技能组
phoneType	接听方式	int	1:网页电话,2:微信小程序,3:PSTN,4:SIP话机
agentState	座席登录状态	int	0:离线,1:在线,2:勿扰
reasonCode	勿扰状态	int	2:勿扰,4:话后小结,11:小休,12到99:自定义状态
previousState	上一个状态	int	0:离线,1:在线,2:勿扰
previousStateTime	上一个状态时间	long	unix毫秒时间戳(毫秒):1641361630895
expirationTime	后处理结束时间	long	后处理自动结束的时间戳(毫秒):1641361630895

# 话务相关

在CTI中，电话状态主要是参与终端Party的有限状态机。Party有5个状态: IDLE，Dialing，Ringing，Talk，Held. 如下图所示:
Party状态机

# ● 拨打电话

# 1.时序图

拨打电话时序图

# 2.EventDialing

Body


{

"messageID": "EventDialing",

"referenceID": 123456,

"callID": "4dce61ec399644029fab7e8251da9bf1332", // 当前通话的唯一的UUID。

"partyID": "4dce61ec399644029fab7e8251da9bf1332", // 当前Party的唯一的UUID。

"companyId":"30f80aa47cde4b10bd89484aeab63691",

"partyRole": "Agent", // Unknown(0),Customer(1),Agent(2)

"thisDN": "A", // 座席外呼客户场景下，座席分机 1001

"thisDNRole": "Origination", // Origination(1),Destination(2),TransferBy(3),TransferTo(4),

"otherDN": "B", // 座席外呼客户场景下，客户的电话号码 13988886666

"otherDNRole": "Destination", // Origination(1),Destination(2),TransferBy(3),TransferTo(4),

"callType": "Outbound",

"makeCallType" :"Regular",  // Regular(1) : 常规操作;DirectAgent(2) : 座席直接在硬话机上拨号

"ANI": "01088886666", // 可选，通过PSTN才需要; ANI是PSTN的发起方

"DNIS": "13988886666", // 可选，通过PSTN才需要; DNIS 是PSTN的接收方，比如客户手机号码

"attachedData": { "campaignID" : "123","contactSN":"456"}, // 业务带过来的随路数据，在一通电话中的事件中都可以取得

"creationTime": 1637128329720

}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37

字段详情参考话务类事件字段

# 3.EventRinging

Body


{

"messageID":"EventRinging",

"referenceID":123456,

"callID": "4dce61ec399644029fab7e8251da9bf1332", // 当前通话的唯一的UUID。

"partyID": "123e45670e89bN12d33a456L426655440000", // 当前Party的唯一的UUID。

"companyId":"30f80aa47cde4b10bd89484aeab63691",

"partyRole": "Customer", // Customer(1),Agent(2)

"thisDN": "B", // 座席外呼客户场景下，客户的电话号码 13988886666

"thisDNRole": "Destination", // Origination(1),Destination(2),TransferBy(3),TransferTo(4),

"otherDN": "A", // 座席外呼客户场景下，座席分机 1001

"otherDNRole": "Origination", // Origination(1),Destination(2),TransferBy(3),TransferTo(4),

"callType": "Outbound",

"thisQueue": "",  // 呼入场景,座席电话来自那个队列

"ANI": "01088886666", // 可选，通过PSTN才需要; ANI是PSTN的发起方

"DNIS": "13988886666", // 可选，通过PSTN才需要; DNIS 是PSTN的接收方，比如客户手机号码

"attachedData": {"campaignID" : "123","contactSN":"456"}, // 业务带过来的随路数据，在一通电话中的事件中都可以取得

"creationTime": 1637128329720

}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37

字段详情参考话务类事件字段

# 4.EventOtherRinging

说明: 通知坐席端，客户的响铃事件(只用于JS-SDK/UI电话条对接)
Body


{

"messageID":"EventOtherRinging",

"referenceID":123456,

"callID": "4dce61ec399644029fab7e8251da9bf1332", // 当前通话的唯一的UUID。

"companyId":"30f80aa47cde4b10bd89484aeab63691",

"partyRole": "Agent", // Customer(1),Agent(2)

"thisDN": "A", // 座席外呼客户场景下，座席分机 1001

"otherDN": "B", // 座席外呼客户场景下， 客户的电话号码 13988886666

"callType": "Outbound",

"ANI": "01088886666", // 可选，通过PSTN才需要; ANI是PSTN的发起方

"DNIS": "13988886666", // 可选，通过PSTN才需要; DNIS 是PSTN的接收方，比如客户手机号码

"attachedData": {"campaignID" : "123","contactSN":"456"}, // 业务带过来的随路数据，在一通电话中的事件中都可以取得

"creationTime": 1637128329720

}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29

字段详情参考话务类事件字段

# ● 接听电话

# 1.EventEstablished 主叫

Body


{

"messageID":"EventEstablished",

"referenceID": 123457,

"callID": "4dce61ec399644029fab7e8251da9bf1332", // 当前通话的唯一的UUID。

"partyID": "4dce61ec399644029fab7e8251da9bf1332", // 当前Party的唯一的UUID。

"companyId":"30f80aa47cde4b10bd89484aeab63691",

"partyRole": "Agent", // Customer(1),Agent(2)

"thisDN": "A", // 座席外呼客户场景下，座席分机 1001

"otherDN": "B", // 座席外呼客户场景下，客户的电话号码 13988886666

"callType": "Outbound",

"thisQueue": "",  // 呼入场景,座席电话来自那个队列

"makeCallType" :"Regular",  // Regular(1) : 常规操作;DirectAgent(2) : 座席直接在硬话机上拨号

"ANI": "01088886666", // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显

"DNIS": "13988886666", // DNIS 是PSTN的接收方，比如客户手机号码

"attachedData": {"campaignID" : "123","contactSN":"456"},

"creationTime": 1637128329720

}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35

字段详情参考话务类事件字段

# 2.EventEstablished 被叫

Body


{

"messageID":"EventEstablished",

"callID": "4dce61ec399644029fab7e8251da9bf1332", // 当前通话的唯一的UUID

"partyID": "123e45670e89bN12d33a456L426655440000", // 当前Party的唯一的UUID

"companyId":"30f80aa47cde4b10bd89484aeab63691",

"partyRole": "Customer", // Customer(1),Agent(2)

"thisDN": "B", // 座席外呼客户场景下，客户的电话号码 13988886666

"otherDN": "A", // 座席外呼客户场景下，座席分机 1001

"callType": "Outbound",

"ANI": "01088886666", // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显

"DNIS": "13988886666", // DNIS 是PSTN的接收方，比如客户手机号码

"attachedData": { "campaignID" : "123","contactSN":"456"},

"creationTime": 1637128329720

}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29

字段详情参考话务类事件字段

# ● 挂断电话

# 1.EventReleased 主叫

Body


{

"messageID": "EventReleased",

"referenceID": 123458,

"callID": "4dce61ec399644029fab7e8251da9bf1332", // 当前通话的唯一的UUID

"partyID": "4dce61ec399644029fab7e8251da9bf1332", // 当前Party的唯一的UUID

"companyId":"30f80aa47cde4b10bd89484aeab63691",

"partyRole": "Agent", // Customer(1),Agent(2)

"thisDN": "A", // 座席外呼客户场景下，座席分机 1001

"otherDN": "B", // 座席外呼客户场景下，客户的电话号码 13988886666

"callType": "Outbound",

"thisQueue": "",  // 呼入场景,座席电话来自那个队列

"makeCallType" :"Regular",  // Regular(1) : 常规操作;DirectAgent(2) : 座席直接在硬话机上拨号

"ANI": "01088886666", // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显

"DNIS": "13988886666", // DNIS 是PSTN的接收方，比如客户手机号码

"attachedData": {"to_customer_ani":"","campaignID" : "123","contactSN":"456","retries": 1}, //to_customer_ani 客户侧中继号码; campaignID 活动ID; contactSN retries 重试次数

"billDuration": 100, // 计费时长，计费时长按照秒来计算;

"answerDuration": 100, //接听时长，按照秒来计算

"startUepoch": 16371284166171234, // 这条腿的开始时间戳 微秒

"progressUepoch": 16371284166171234, // 这条腿的180/183 响铃 时间戳 微秒

"answerUepoch": 16371284166171234, // 这条腿的接听时间戳 微秒

"bridgeUepoch": 16371284166171234, // 这条腿的桥接时间戳 微秒

"lastHoldUepoch": 16371284166171234, // 这条腿最近一次Hold 时间戳 微秒

"endUepoch":16371284166171234, // 这条腿 结束的 时间戳 微秒

"hangupCause": "BY_AGENT", // 座席挂: BY_AGENT  系统: BY_SYSTEM 其他: 参考FS

"earlyDetectCode": 105, //早期回铃音识别结果
// 0:未知; 103:停机; 104:空号; 105:关机; 109:用户正忙; 115:无人接听; 119:线路拦截; 
// 如果电话已接听的情况， 该值为 200: 已接听

"hangupDisposition": "recv_bye", // 挂机方向   话机挂: send_bye,send_cancel,send_refuse, FreeSwitch挂: recv_bye,recv_cancel,recv_refuse   

"creationTime": 1637128416617,

"recordedEarlymedia": true // 是否存在早期媒体录音

}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61

字段详情参考话务类事件字段

# 2.EventReleased 被叫

Body


{

"messageID": "EventReleased",

"callID": "4dce61ec399644029fab7e8251da9bf1332", // 当前通话的唯一的UUID

"partyID": "123e45670e89bN12d33a456L426655440000", // 当前Party的唯一的UUID

"companyId":"30f80aa47cde4b10bd89484aeab63691",

"partyRole": "Customer", // Customer(1),Agent(2)

"thisDN": "B", // 座席外呼客户场景下，客户的电话号码 13988886666

"otherDN": "A", // 座席外呼客户场景下，座席分机 1001

"callType": "Outbound",

"ANI": "01088886666", // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显

"DNIS": "13988886666", // DNIS 是PSTN的接收方，比如客户手机号码

"wrapUpDuration": 60, // 话后小接时长  缺省为0， 只有从队列分配过来的座席腿才有值

"attachedData": {"gender":0,"emotion_status":1,"campaignID" : "123","contactSN":"456","answerBusinessCode":"123","hangupBusinessCode":"123"},

"hangupCause": "BY_AGENT", // 座席挂: BY_AGENT  系统: BY_SYSTEM 其他: 参考FS

"earlyDetectCode": 105, //早期回铃音识别结果
// 0:未知; 103:停机; 104:空号; 105:关机; 109:用户正忙; 115:无人接听; 119:线路拦截; 
// 如果电话已接听的情况， 该值为 200: 已接听

"hangupDisposition": "recv_bye", // 挂机方向   话机挂: send_bye,send_cancel,send_refuse, FreeSwitch挂: recv_bye,recv_cancel,recv_refuse   

"billDuration": 0, // 计费时长，计费时长按照秒来计算

"answerDuration": 100, //接听时长，按照秒来计算

"startUepoch": 16371284166171234, // 这条腿的开始时间戳 微秒

"progressUepoch": 16371284166171234, // 这条腿的180/183 响铃 时间戳 微秒

"answerUepoch": 16371284166171234, // 这条腿的接听时间戳 微秒

"bridgeUepoch": 16371284166171234, // 这条腿的桥接时间戳 微秒

"lastHoldUepoch": 16371284166171234, // 这条腿最近一次Hold 时间戳 微秒

"endUepoch":16371284166171234, // 这条腿 结束的 时间戳 微秒

"creationTime": 1637128416617  

}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55

字段详情参考话务类事件字段

# ● 增加随路数据

# 1.EventAttachedDataChanged

说明: 随路数据改变通知
Body


{
    "messageID":"EventAttachedDataChanged",
    "referenceID":200500, 
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "thisDN" : "C",                       // 给那个腿增加UserData
    "callType" : "Inbound",
    "ANI" : "01088886666",                // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显
    "DNIS" : "18618256606",               // DNIS 是PSTN的接收方，比如客户手机号码
    "attachedData" :  { "orderID" : "123", "customerID" : "123","policyID" : "567","_key1" : "123", "_key2" : "123","_key3" : "567"},     //包括所有机器人出参
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# ● 单步转移

# 1.时序图

单步转移电话时序图

# 2.EventReleased

说明: B 单步转移后， B收到 EventReleased
Body


{
    "messageID":"EventReleased",
    "referenceID":12346,                
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",      // 当前通话的唯一的UUID
    "partyID": "4dce61ec399644029fab7e8251da9bf1332",      // 当前Party的唯一的UUID
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                                 // Customer(1) 客户 Agent(2) 人工座席
    "thisDN": "B",                                         // 座席 B
    "otherDN": "A",                                        // 客户 A
    "thirdDN": "C",                                        // 转接方的电话号码
    "thirdDNRole": "TransferTo",                           //- TransferTo(13): 被转接者
    "callState":"Transferred",
    "callType": "Outbound",
    "attachedData":  {"orderID":"123","customerID":"123","policyID":"567"},          // 业务带过来的随路数据，在一通电话中的事件中都可以取得
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18

字段详情参考话务类事件字段

# 3.EventRinging

说明: 单步转移后， C收到 EventRinging
Body


{
    "messageID":"EventRinging",
    "referenceID":0,                
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",      // 当前通话的唯一的UUID
    "partyID": "4dce61ec399644029fab7e8251da9bf1332",      // 当前Party的唯一的UUID
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                                 // Customer(1) 客户 Agent(2) 人工座席
    "thisDN": "C",                                         // 座席 C
    "otherDN": "A",                                        // 客户 A
    "thirdDN": "B",                                        // 转接方的电话号码 B
    "thirdDNRole": "TransferBy",                           //- TransferBy(8): 发起转接者
    "callType": "Outbound",
    "attachedData":  {"orderID":"123","customerID":"123","policyID":"567"},          // 业务带过来的随路数据，在一通电话中的事件中都可以取得
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17

字段详情参考话务类事件字段

# 4.EventEstablished

说明: C 接听后， C收到 EventEstablished
Body


{
    "messageID":"EventEstablished",
    "referenceID":0,                
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",      // 当前通话的唯一的UUID
    "partyID": "4dce61ec399644029fab7e8251da9bf1332",      // 当前Party的唯一的UUID
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                                 // Unknown(0),Customer(1)
    "thisDN": "C",                                         // 被转接座席C
    "otherDN": "A",                                        // 转接以后的客户电话号码
    "callType": "Outbound",
    "attachedData":  {"orderID":"123","customerID":"123","policyID":"567"},          // 业务带过来的随路数据，在一通电话中的事件中都可以取得
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# ● 保持电话

# 1.时序图

保持电话时序图

# 2.EventHeld

Body

{
    "messageID": "EventHeld",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  // 当前Party的唯一的UUID
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                        // Hold发起者
    "callType": "Outbound",
    "ANI": "01088886666",                 // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显
    "DNIS": "18618256606",                // DNIS 是PSTN的接收方，比如客户手机号码
    "attachedData": {"orderID":"123","customerID":"123","policyID":"567"},          // 业务带过来的随路数据，在一通电话中的事件中都可以取得
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# 3.EventRetrieved

Body

{
    "messageID": "EventRetrieved",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  // 当前Party的唯一的UUID
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole": "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                       // Hold发起者
    "callType": "Outbound",
    "ANI": "01088886666",                // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显
    "DNIS": "18618256606",               // DNIS 是PSTN的接收方，比如客户手机号码
    "attachedData": {"orderID":"123","customerID":"123","policyID":"567"},          // 业务带过来的随路数据，在一通电话中的事件中都可以取得
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# ● 静音和取消静音

# 1.时序图

静音和取消静音时序图

# 2.EventMuted

Body

{
    "messageID": "EventMuted",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  // 当前Party的唯一的UUID
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                        // Mute发起者
    "otherDN": "A",                       //客户
    "callType": "Outbound",
    "ANI": "01088886666",                 // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显
    "DNIS": "18618256606",                // DNIS 是PSTN的接收方，比如客户手机号码
    "attachedData": {"orderID":"123","customerID":"123","policyID":"567"},          // 业务带过来的随路数据，在一通电话中的事件中都可以取得
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# 3.EventUnmuted

Body

{
    "messageID": "EventUnmuted",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  // 当前Party的唯一的UUID
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole": "Agent",                 // Customer(1),Agent(2)
    "thisDN": "B",                        // Unmute发起者
    "otherDN": "A",                       //客户
    "callType": "Outbound",
    "ANI": "01088886666",                 // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显
    "DNIS": "18618256606",                // DNIS 是PSTN的接收方，比如客户手机号码
    "attachedData": {"orderID":"123","customerID":"123","policyID":"567"},          // 业务带过来的随路数据，在一通电话中的事件中都可以取得
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# ● 发起咨询

# 1.时序图

发起咨询时序图

# 2.EventAttachedDataChanged

Body

{
    "messageID": "EventAttachedDataChanged",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole": "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                       // 咨询方
    "otherDN": "C",                      //被咨询方
    "callType": "Outbound",
    "attachedData": {"consultStage":1},  // 咨询阶段 1: 咨询已开始
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12

字段详情参考话务类事件字段

# 3.EventRinging

Body

{
    "messageID": "EventRinging",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole": "Agent",             // Customer(1),Agent(2)
    "thisDN": "C",                    // 被咨询方
    "otherDN": "B",                   // 咨询方
    "otherDNRole": "ConsultBy",       // ConsultBy(9) : 发起咨询者
    "thirdDN": "18688886666",         // 客户联系电话号码
    "callType": "Outbound",
    "callState": "Consult",
    "attachedData": {"consultStage":"2","consulting":"true"},       // 咨询阶段 2: 被咨询方响铃
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

# 4.EventAttachedDataChanged

Body

{
    "messageID": "EventAttachedDataChanged",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                        // 咨询方
    "otherDN": "C",                       //被咨询方
    "callType": "Outbound",
    "callState": "Consult",
    "attachedData": {"consultStage":2},   // 咨询阶段 2: 被咨询方响铃
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# 5.EventEstablished

Body

{
    "messageID": "EventEstablished",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                // Customer(1),Agent(2)
    "thisDN": "C",                        // 被咨询方
    "otherDN": "B",                       //咨询方
    "otherDNRole": "ConsultBy",           // ConsultBy(9) : 发起咨询者
    "thirdDN": "18688886666",             // 客户联系电话号码
    "callType": "Outbound",
    "callState": "Consult",
    "attachedData": {"consultStage":"4","consulting":"true"},   // 咨询阶段 4: 被咨询方接听
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# 6.EventAttachedDataChanged

Body

{
    "messageID": "EventAttachedDataChanged",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                        // 咨询方
    "otherDN": "C",                       //被咨询方
    "callType": "Outbound",
    "callState": "Consult",
    "attachedData": {"consultStage":4},   // 咨询阶段 4: 被咨询方接听
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# ● 咨询取消

# 1.时序图

咨询取消时序图

# 2.EventReleased

Body

{
    "messageID": "EventReleased",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole": "Agent",         // Customer(1),Agent(2)
    "thisDN": "C",                // 被咨询方
    "otherDN": "B",               //咨询方
    "otherDNRole": "ConsultBy",   // ConsultBy(9) : 发起咨询者
    "thirdDN": "18688886666",     // 客户联系电话号码
    "callType": "Outbound",
    "callState": "Consult",
    "attachedData": {"consultStage":3,"consulting":"true"},          // 咨询阶段 3: 咨询已取消
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# 3.EventAttachedDataChanged

Body

{
    "messageID": "EventAttachedDataChanged",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole": "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                       // 咨询方
    "otherDN": "C",                      //被咨询方
    "callType": "Outbound",
    "callState": "Consult",
    "attachedData": {"consultStage":3},  // 咨询阶段 3:咨询已取消
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# ● 咨询后取回

# 1.时序图

咨询后取回时序图

# 2.EventReleased

Body

{
    "messageID": "EventReleased",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2)
    "thisDN": "C",               // 被咨询方
    "otherDN": "B",              //咨询方
    "otherDNRole": "ConsultBy",  // ConsultBy(9) : 发起咨询者
    "thirdDN": "18688886666",    // 客户联系电话号码
    "callType": "Outbound",
    "callState": "Consult",
    "attachedData": {"consultStage":5,"consulting":"true"},          // 咨询阶段 5:咨询已取回
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# 3.EventAttachedDataChanged

Body

{
    "messageID": "EventAttachedDataChanged",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                        // 咨询方
    "otherDN": "C",                       //被咨询方
    "callType": "Outbound",
    "callState": "Consult",
    "attachedData": {"consultStage":5},   // 咨询阶段 5:咨询已取回
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# ● 咨询后转移

# 1.时序图

咨询后转接时序图

# 2.EventReleased

Body

{
    "messageID": "EventReleased",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                // Customer(1),Agent(2)
    "thisDN": "B",                        // 被咨询方
    "thisDNRole":"ConsultBy",             // ConsultBy 转接者
    "otherDN": "C",                       //咨询方
    "callType": "Outbound",
    "callState":"Transferred",
    "attachedData": {"consultStage":6},   // 咨询阶段 6: 咨询后转接
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# 3.EventPartyChanged

Body

{
    "messageID": "EventPartyChanged",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",                // Customer(1),Agent(2)
    "thisDN": "C",                        // 咨询方
    "otherDN": "18688886666",             // 客户电话号码
    "thirdDN": "B",                       //被咨询方
    "thirdDNRole": "TransferBy",          //TransferBy(8) : 发起转接成功者
    "callType": "Outbound",
    "callState": "OK",                    // 当前双方通话为 OK
    "attachedData": {"consultStage":6},   // 咨询阶段 6: 咨询后转接; 咨询转接成功没有 consulting
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# ● 咨询后会议

# 1.时序图

咨询后会议时序图

# 2.EventPartyAdded

Body

{
    "messageID": "EventPartyAdded",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",               // Customer(1),Agent(2)
    "thisDN": "B",                  
    "otherDN": "C",                      // 被加入会议者
    "thirdDN": "B",                      // 发起咨询会议者
    "thirdDNRole": "AddedBy",            // AddedBy(3) : 加入会议者
    "callType": "Outbound",
    "callState": "Conference",           // 当前会议中。 如果三方会议变两方， callState要变为 OK
    "attachedData": {"consultStage":7},  // 咨询阶段 7: 咨询后会议
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# 3.EventPartyChanged

Body

{
    "messageID": "EventPartyChanged",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",              // Customer(1),Agent(2)
    "thisDN": "C",                  
    "otherDN": "18688886666",           // 客户电话号码
    "thirdDN": "B",                     // 发起咨询会议者
    "thirdDNRole": "AddedBy",           //AddedBy(3) : 加入会议者
    "callType": "Outbound",
    "callState": "Conference",          // 当前会议中。 如果三方会议变两方， callState要变为 OK
    "attachedData": {"consultStage":7}, // 咨询阶段 7: 咨询后会议; 咨询会议成功没有 consulting
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# 4.EventPartyDeleted

说明: 会议后转接,三方通话变为两方通话
Body

{
    "messageID": "EventPartyDeleted",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",               // Customer(1),Agent(2)
    "thisDN": "C",                  
    "otherDN": "B",                      // 退出会议者
    "thirdDN": "B",                      // 踢出会议发起者
    "thirdDNRole": "DeletedBy",          // DeletedBy(5) : 踢出会议发起者 AddedBy(3) : 加入会议者
    "callType": "Outbound",
    "callState": "OK",                   // 退出会议后。 三方会议变两方， callState要变为 OK
    "attachedData": {"consultStage":8},  // 咨询阶段 8: 会议后转接
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# 5.EventPartyDeleted

说明: 会议后取回,三方通话变为两方通话
Body

{
    "messageID": "EventPartyDeleted",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",               // Customer(1),Agent(2)
    "thisDN": "B",                  
    "otherDN": "C",                      // 退出会议者
    "thirdDN": "B",                      // 踢出会议发起者
    "thirdDNRole": "DeletedBy",          // DeletedBy(5) : 踢出会议发起者 AddedBy(3) : 加入会议者
    "callType": "Outbound",
    "callState": "OK",                   // 退出会议后。 三方会议变两方， callState要变为 OK
    "attachedData": {"consultStage":9},  // 咨询阶段 9: 会议后取回
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考话务类事件字段

# ● 发送dtmf

# 1.EventDtmfSent

说明: 通知座席 DTMF按键已经发送给客户
Body:

{
    "messageID":"EventDtmfSent",
    "referenceID":211101,  
    "callID" : "4dce61ec399644029fab7e8251da9bf1332", // 主通话ID
    "companyId": "30f80aa47cde4b10bd89484aeab63691",
    "thisDN" : "B",                                   // 座席B发起 DTMF
    "otherDN" : "18688886666",                        // 客户腿 接收 DTMF
    "dtmfDigits":"1234#",                             // dtmf按键
    "callType" : "Outbound",
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12

字段详情参考话务类事件字段

# ● 抢接电话

# 1.时序图

抢接时序图

# 2.EventRinging

Body

{
    "messageID": "EventRinging",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2),Supervisor(8) 
    "thisDN": "C",               // 抢接方
    "otherDN": "18688886666",    // 客户联系电话号码
    "thirdDN": "B",              // 被抢接方
    "thirdDNRole": "InterceptTo",// BargeinTo(10): 被强插者; InterceptTo(11): 被强拆者
    "callType": "Outbound",
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# 3.EventReleased

说明: 班长C 抢接失败
Body

{
    "messageID": "EventReleased",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2),Supervisor(8) 
    "thisDN": "C",               // 抢接方
    "otherDN": "18688886666",    // 客户联系电话号码
    "thirdDN": "B",              // 被抢接方
    "thirdDNRole": "InterceptTo",// BargeinTo(10): 被强插者; InterceptTo(11): 被强拆者
    "callType": "Outbound",
    "attachedData": {"intercept_cause":1},  // 抢接失败原因 1:班长接听前失败 2 班长接听后桥接失败
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# 4.EventEstablished

Body

{
    "messageID": "EventEstablished",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2),Supervisor(8) 
    "thisDN": "C",               // 抢接方
    "otherDN": "18688886666",    // 客户联系电话号码
    "thirdDN": "B",              // 被抢接方
    "thirdDNRole": "InterceptTo",// BargeinTo(10): 被强插者; InterceptTo(11): 被强拆者
    "callType": "Outbound",
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# 5.EventReleased

说明: 座席B 被抢接后挂断
Body

{
    "messageID": "EventReleased",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2),Supervisor(8) 
    "thisDN": "B",               // 被抢接方
    "otherDN": "18688886666",    // 客户联系电话号码
    "thirdDN": "C",              //抢接方
    "thirdDNRole": "InterceptBy",
    "callType": "Outbound",
    "attachedData": {},          // 
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# ● 强插电话

# 1.时序图

强插时序图

# 2.EventRinging

Body

{
    "messageID": "EventRinging",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2),Supervisor(8) 
    "thisDN": "C",               // 发起强插班长分机
    "otherDN": "A",              // 客户联系电话号码
    "thirdDN": "B",              // 被强插座席分机
    "thirdDNRole": "BargeinTo",  // BargeinTo(10): 被强插者; InterceptTo(11): 被强拆者
    "callType": "Inbound",
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# 3.EventReleased

说明: 班长C 强插失败
Body

{
    "messageID": "EventReleased",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2),Supervisor(8) 
    "thisDN": "C",               // 强插方
    "otherDN": "18688886666",    // 客户联系电话号码
    "thirdDN": "B",
    "thirdDNRole": "BargeinTo",  // BargeinTo(10): 被强插者; InterceptTo(11): 被强拆者
    "callType": "Outbound",
    "attachedData": {"bargein_cause":1},  // 强插失败原因 1:班长接听前失败 2 班长接听后强插失败
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# 4.EventEstablished

Body

{
    "messageID": "EventEstablished",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2),Supervisor(8) 
    "thisDN": "C",               // 发起强插班长分机
    "otherDN": "A",              // 客户联系电话号码
    "thirdDN": "B",              // 被强插座席分机
    "thirdDNRole": "BargeinTo",  // BargeinTo(10): 被强插者; InterceptTo(11): 被强拆者
    "callType": "Inbound",
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# 5.EventPartyAdded

Body



{
    "messageID": "EventPartyAdded",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",       // Customer(1),Agent(2),Supervisor(8) 
    "thisDN": "B",               // 被强插座席视角     
    "otherDN": "C",              // 会议新成员            
    "thirdDN": "C",              // 发起强插者
    "thirdDNRole": "BargeinBy",  // BargeinTo(10): 被强插者; InterceptTo(11): 被强拆者; BargeinBy(12): 强插发起者;
    "callType": "Inbound",
    "callState": "Conference",   // 当前处理会议中。 如果三方会议变两方， callState要变为 OK
    "attachedData": {"orderID":"123","customerID":"123","policyID":"567"},      
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18

字段详情参考话务类事件字段

# 6.EventPartyDeleted

说明: 班长C挂断B,三方通话变为两方通话
Body

{
    "messageID": "EventPartyDeleted",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Agent",      // Customer(1),Agent(2)
    "thisDN": "C",                  
    "otherDN": "B",             // 退出会议者
    "thirdDN": "C",             // 踢出会议发起者
    "thirdDNRole": "DeletedBy", // DeletedBy(5) : 踢出会议发起者 AddedBy(3) : 加入会议者
    "callType": "Inbound",
    "callState": "OK",          // 退出会议后 三方会议变两方,callState要变为 OK
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# ● 监听电话

# 1.时序图

抢接时序图

# 2.EventRinging

Body

{
    "messageID": "EventRinging",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Supervisor",  // Customer(1),Agent(2)，Supervisor(8)
    "thisDN": "C",               // 班长C
    "otherDN": "B",              //被监听座席
    "otherDNRole": "ObserveTo",  // ObserveTo(14) : 被监听者
    "thirdDN": "18688886666",    // 客户联系电话号码
    "callType": "Outbound",
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# 3.EventEstablished

Body

{
    "messageID": "EventEstablished",
    "callID" : "4dce61ec399644029fab7e8251da9bf1332",
    "partyID": "5dce61ec399644029fab7e8251da9bf1332",  
    "companyId":"30f80aa47cde4b10bd89484aeab63691",
    "partyRole":  "Supervisor",  // Customer(1),Agent(2)，Supervisor(8)
    "thisDN": "C",               // 班长C
    "otherDN": "B",              //被监听座席
    "otherDNRole": "ObserveTo",  // ObserveTo(14) : 被监听者
    "thirdDN": "18688886666",    // 客户联系电话号码
    "callType": "Outbound",
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考话务类事件字段

# ● 创建和销毁

# 1.EventCallCreated

说明: 一通电话创建事件
Body


{
    "messageID": "EventCallCreated",
    "referenceID": 0, 
    "companyId": "30f80aa47cde4b10bd89484aeab63691",
    "callID": "callID 1",
    "thisDN": "A",                        
    "callType": "Outbound",
    "attachedData": {"orderID":"123","customerID":"123","policyID":"567"},     //包括所有业务相关参数
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12

字段详情参考话务类事件字段

# 2.EventCallDeleted

说明: 一通电话销毁事件
Body


{
    "messageID": "EventCallDeleted",
    "referenceID": 0, 
    "companyId": "30f80aa47cde4b10bd89484aeab63691",
    "callID": "callID 1",
    "thisDN": "A",                 //电话创建的发起者
    "otherDN": "B",                // 电话创建的接收者
    "callType": "Outbound",
    "startUepoch": 1631763908786,  // 第一条腿的开始时间戳 微秒
    "bridgeUepoch": 1631763948786, // 第一条腿 桥接时间戳 微秒
    "endUepoch":1631763948786,     // 最后一条腿 结束的 时间戳 微秒
    "recordUUID":"3519d6deb17e49f794df05c9044cee18",
    "recordUrl":"https://Outbound-1256747917.cos.ap-beijing.myqcloud.com/recordings/20210207/1721/6ec0eb05420347d2aeeb9d5ea6a8e246.mp3",
    "attachedData": {"NoCallReasonCode":"1","customerID":"123","policyID":"567"},     //包括所有业务相关参数
    // 系统未应答的原因 NoCallReasonCode: 1 企业欠费   2 客户名单在黑名单; 如果有EventCallCreated, 则没有NoCallReasonCode
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19

字段详情参考话务类事件字段

# 3. 系统未应答的原因 NoCallReasonCode

1 企业欠费
2 客户名单在黑名单
400 未知错误

# 4. EventCallInfo

Body


{
    "messageID": "EventCallInfo",
    "referenceID": 200100, 
    "callID": "callID 1",
    "thisDN": "C",                        // C  可以是超级管理员 100000000
    "parties":  [ {"thisDN":"A","DNRole":"Origination","createTime":1637128416617},{"thisDN":"B","DNRole":"Destination","createTime":1637128416617}],
    "callType": "Outbound",
    "ANI": "01088886666",                // ANI是PSTN的发起方,在VOIP网关中不能完全保证正确性，可能是乱显
    "DNIS": "18618256606",               // DNIS 是PSTN的接收方，比如客户手机号码
    "attachedData": {"orderID":"123","customerID":"123","policyID":"567"},     //包括所有业务相关参数
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考话务类事件字段

# 座席相关

座席的状态是一个典型的有限状态机。共有三个状态Logout,Ready,NotReady。如下图所示

座席状态机

# ● EventAgentLogin

Body


{
"messageID":"EventAgentLogin",
"referenceID":1001,
"companyId":"30f80aa47cde4b10bd89484aeab63691",
"agentID": "1001",                               // 座席工号可以为空字符串
"agentUUID": "8e0ec51fdf3b57a4bc1c09ff585655a1", // 座席UUID
"thisDN": "1001",                                // 座席电话号码 13988886666
"thisQueues": ["8001","8002"],                   // 队列的分机号码 8001
"phoneType":1,                                   // 设备类型 1: 网页电话 2: 微信小程序 3: PSTN 4: SIP话机
"agentState" : 2,                                // agentState Ready(1),NotReady(2)
"attachedData": {  "orderID" : "123", "customerID" : "123"}, //可选 
"reasonCode":2, //   2:DoNotDisturb 勿扰 ; 4:AfterCallWork 话后小结; 11: Rest 小休  >11 and <99: 自定义 
"creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16

字段详情参考座席类事件字段

# ● EventAgentReady

Body


{
"messageID":"EventAgentReady",
"referenceID":10002,
"companyId":"30f80aa47cde4b10bd89484aeab63691",
"agentID": "1001",                               // 座席工号可以为空字符串
"agentUUID": "8e0ec51fdf3b57a4bc1c09ff585655a1", // 座席UUID
"thisDN": "1001",                                // 电话号码,分机号或者手机号码13988886666
"reasonCode":4,                                  // 0: 其他原因 ;  4:AfterCallWork 话后小结; 
"thisQueues": ["8001","8002"] , 
"attachedData": { "orderID" : "123", "callID" : "81a3e101-9475-4ba1-bd38-6a7ca6c31ab5"}, //可选 
"creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考座席类事件字段

# ● EventAgentNotReady

Body


{
"messageID": "EventAgentNotReady",
"referenceID": 10003,
"companyId":"30f80aa47cde4b10bd89484aeab63691",
"agentID": "1001",                               // 座席工号可以为空字符串
"agentUUID": "8e0ec51fdf3b57a4bc1c09ff585655a1", // 座席UUID
"thisDN": "1001",                                //电话号码,分机号或者手机号码13988886666
"thisQueues": ["8001","8002"],
"reasonCode":4, //   2:DoNotDisturb 勿扰 ; 4:AfterCallWork 话后小结; 11: Rest 小休  >11 and <99: 自定义 
"attachedData": { "loginState" : "1", "customerID" : "123", "callID" : "81a3e101-9475-4ba1-bd38-6a7ca6c31ab5"}, //可选 只有ACW才需要前一个状态是 loginState: 1 在线 2: 勿扰
"creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考座席类事件字段

# ● EventAgentLogout

Body


{
"messageID":"EventAgentLogout",
"referenceID":10005,
"companyId":"30f80aa47cde4b10bd89484aeab63691",
"agentID": "1001",                                          // 座席工号可以为空字符串
"agentUUID": "8e0ec51fdf3b57a4bc1c09ff585655a1",            // 座席UUID
"thisDN": "1001",                                           //电话号码,分机号或者手机号码13988886666
"thisQueues": ["8001","8002"], 
"attachedData": { "orderID" : "123", "customerID" : "123"}, //可选
"creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13

字段详情参考座席类事件字段

# ● EventDelayAfterCallWork

Body


{
"messageID":"EventDelayAfterCallWork",
"referenceID":123456,
"companyId":"30f80aa47cde4b10bd89484aeab63691",
"agentID": "1001",                               // 座席工号可以为空字符串
"agentUUID": "8e0ec51fdf3b57a4bc1c09ff585655a1", // 座席UUID
"thisDN": "1001",
"callID": "4dce61ec399644029fab7e8251da9bf1332",
"partyId": "03734ec400281M11ec583fc70a80ff2603de",
"expirationTime": 1637128416617,                 //后处理 会自动结束的时间戳(毫秒)
"creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14

字段详情参考座席类事件字段

# 错误相关

# ● 错误码

通话相关错误码为 391XXX

Unknown(391000)
AgentMonitoredBy(391001)
SupervisorMonitoring(391002)
SupervisorInCall(393003)
NotFoundCallID(391004)
InvalidCallType(391005)
InvalidAgentState(391006)
CallHasObserver(391007)
ConferenceToTransfer(391008)
TargetPartyIsSelf(391009)
HeldInProcess(391010)
NotFoundOtherParty(391011)
TargetPartyInCall(391012)
PartyIsObserver(391013)
NotFoundAgent(391014)
CustomerAddByConference(391015)
NotFoundParty(391016)
NotEnoughMeetmeRoom(391017)
InvalidParams(391018)
PBXError(391019)
CTIException(391020)
NotFoundChannel(391021)
SocketToJSon(391022)
MessageIDNotMatch(391023)
RegisterDNNotMatch(391024)
RequestTooFast(391025)
WrongPartyState(391026)
NotSupportFunction(391027)
InternalNotSupportFunction(391028)
LinesConflict(391043)
OtherLinesConflict(391044)
LineNumberInterception(391046)

座席相关错误码为 391XXX

Unknown(391000)
AgentNotFound(391029)
AgentQueueNotFound(391030)
AgentHasLoggedOut(391031)

分机相关错误码

ExtNotRegister(391032)
DestExtNotRegister(391033)
SipOffline(391034)

班长相关错误码为 391XXX

Unknown(391000)
AgentIsInBargedInScene(391035)
AgentIsInMonitorScene(391036)
AgentIsInInterceptScene(391037)
AgentIsInConsultScene(391038)
AgentIsInConferenceScene(391039)

# ● EventPartyError

Body

{
    "messageID":"EventPartyError",
    "referenceID":1001,                                // 对应的事件是那个request发起的
    "companyId": "30f80aa47cde4b10bd89484aeab63691",   // 租户ID
    "callID":"d24c627642c8498ebc071e79cede8321",
    "thisDN":"1001",
    "retCode": "391004",                  // 错误码
    "errorMessage" : "NotFoundCallID",    // 错误描述
    "request" :  "RequestMakeCall",       // 请求来源
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12

字段详情参考话务类事件字段
错误码参考错误码

# ● EventAgentError

Body

{
    "messageID":"EventAgentError",
    "referenceID":1001,                                 // 对应的事件是那个request发起的
    "companyId": "30f80aa47cde4b10bd89484aeab63691",    // 租户ID
    "agentUUID": "fa9056d575295e8d89239ea8312d9b58",    // 座席UUID
    "agentID":"1001", //工号
    "thisDN": "1001",
    "thisQueues": ["8001","8002"], 
    "attachedData": { "orderID" : "123", "customerID" : "123"}, //可选
    "retCode": "391029",                      // 错误码
    "errorMessage" : "NotFoundAgent",         // 错误描述
    "request" :  "RequestAgentLogin",         // 请求来源
    "creationTime": 1637128416617
}

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

字段详情参考座席类事件字段
错误码参考错误码

上次更新: 2023/8/28 14:39:03

← 呼叫能力 (UI电话条) 呼叫能力 (Andorid-SDK)→