External Event Push

Obtaining event push data requires a third-party system to provide an interface to receive C7 Malaysia push data. Currently pushable content includes call records, agent status, satisfaction surveys, etc. If you need to configure it yourself, you can contact the group responsible for the R & D of the docking and enable the permission. After logging in, you can log in to the cloud customer service system and configure it in Settings-> Docking-> Call events. Use multiple addresses; (English semicolon) to separate open.

1.Call status push

1.1 The platform provides four types of call event interfaces:

  • Call Ring (an event triggered by traffic entering the call center)

  • Ringing

  • Link

  • Hangup (Unlink is also treated as Hangup)

Note: The parameters pushed by different events will be different. If it is only used to record the call history, only the call end event can be received

1.2 The call interface can provide the following data

Push parameters to third-party systems as shown in the following list:

parameter name description
CallNo Calling number
CalledNo Called number
CallSheetID Call log ID, CallSheetID is the unique id of this call log in DB
refCallSheetId CallSheetID of the call before transfer, which can be used to locate the previous call of the transferred call
CallID Call ID, the unique identification of the call connection in the system. CallID is the id of the channel during the call. You can use this id to hang up the call and other operations. A channel has a CallID, but a call may appear in multiple calls, such as call forwarding.
CallType Call type: dialout is an outgoing call, normal is a normal incoming call, transfer is an incoming call transfer, and dialTransfer is an outgoing call transfer
Ring Call ring time (time when the traffic enters the call center system)
RingingDate Called ringing start time (incoming time is ringing by agent, outgoing call is ringing by customer)
Begin Call Connect Time (the time when the two parties started the call, it will be empty if the called party does not answer)
End Call end time
QueueTime Incoming time
Agent Handle agent number
Exten Handle the work ID of the agent.This field is the same as Agent for historical reasons.
AgentName Dealing with agent names
Queue Name of the skillset entered during the call
State Answering status: dealing (received), notDeal (ring did not answer), leak (ivr abandoned), queueLeak (queue abandoned), blackList (blacklist), voicemail (message), limit (concurrency limit)
CallState Event status：Ring, Ringing, Link, Hangup(Unlink is also treated as Hangup)
ActionID When calling the outbound interface, this field will save the requested actionID. Otherwise, this field is empty.
WebcallActionID By calling the webcall interface, this field will store the requested actionID, otherwise it will be empty
RecordFile Call recording file name: When users want to access the recording, they can add the server path in front of the file name, such as：FileServer/RecordFile
FileServer You can get the recording through the address specified in FileServer plus the value of RecordFile
Province The destination number of the province, such as Washington. Incoming calls are incoming numbers, outgoing calls are outgoing numbers
District City of destination number, such as Washington. Incoming calls are incoming numbers, outgoing calls are outgoing numbers
IVRKEY Call the key menu selected in the system, 10004@0. The format is: node number of the key menu @selected menu key. If it is a multi-level menu, it is：10004@0-10005@1。
AccountId Account number field, default does not push customers with needs to contact C7 Malaysia technical support personnel for activation
AccountName Account name field, default does not push customers with needs to contact C7 Malaysia technical support staff for activation
CdrVar The custom parameter in the soft phone bar, this field will only be available after using CdrVar to customize the id in the soft phone bar.
DialoutStrVar The custom parameter in the outbound interface and the trumpet outbound interface. This field is available only when the DialoutStrVar parameter is used in these two interfaces.

Note: The download address of the recording is: FileServer + RecordFile. The call event is pushed in real time, but the recording takes time. The generation time depends on the call duration and server pressure. If you need to pull the recording to the local, it is recommended to pull it in the early morning of the next day. . If you need to listen to the recording immediately, it is recommended to use our default address directly.

1.3 Event push docking example

The user can provide a receiving url interface for an event. When an event occurs, the platform will access this url and pass parameters in the url path.

Such as receiving the URL of the Hangup event:

// This URL is only an example.The actual URL is provided by the platform user to C7 Malaysia, and the interface to the cloud customer service is configured.
www.xxxx.com/callback

When the system receives the hangup event, it will visit and pass parameters, as in the following example:


http://www.xxxx.com/callback?CallNo=01080455579&CallSheetID=5f7b40fc-5c70-4fbd-b191-973a5cf0b69e&CalledNo=18380462532&CallID=cc-ali-0-1566469352.884784&CallType=dialout&RecordFile=monitor%2Fbj.ali.3.7%2F20190822%2F20190822-182243_N00000022688__918380462532_cc-ali-0-1566469352.884784.mp3&Ring=2019-08-22+18%3A22%3A32&Begin=2019-08-22+18%3A22%3A50&End=2019-08-22+18%3A22%3A54&QueueTime=&Queue=&Agent=7000&Exten=7000&AgentName=7000&ActionID=&DialoutStrVar=&CallState=Unlink&State=dealing&FileServer=http%3A%2F%2F120.27.133.149&MonitorFilename=http%3A%2F%2F120.27.133.149%2Fmonitor%2Fbj.ali.3.7%2F20190822%2F20190822-182243_N00000022688__918380462532_cc-ali-0-1566469352.884784.mp3&CallStatus=dealing&RealState=Ringing&Province=%E5%9B%9B%E5%B7%9D%E7%9C%81&District=%E6%88%90%E9%83%BD%E5%B8%82&RingingTimestamp=1566469363.633871&RingingDate=2019-08-22+18%3A22%3A43

2.Agent status push

Agent status interface provides online / offline, idle / busy status events for agents

2.1.Agent online / offline

2.2.Agent busy / idle

Fields provided by the interface:

parameter name description
Type Event type: login, logout, busy
Exten Agent number, such as 8001
ExtenType Agent login method, none | Local | sip | gateway: No phone method | Line method | Soft phone method | Gateway method
State Status: 1 (login / busy), 0 (logout / idle)
Agent agent
Time Time of occurrence
BusyType Busy type: 0 idle, 1 busy, 2 tea breaks, 3-9 (customer-defined), 97 (in call), 99 system busy (when each outbound or incoming call is connected, the system will Keep busy, after the call ends + post-processing time, the system will set the agent to the previous state of the agent)

3.Satisfaction results push

After the call is successfully evaluated for satisfaction, the C7 Malaysia system will call the interface and send the evaluated key to the interface.

Change the fields provided by the interface:

parameter name description
CallSheetID The unique id of the call log is used to indicate which call the satisfaction result belongs to.
SurveyContent Value of satisfaction button

4.Event push failure resend function

Our event push supports failed resends, you need to separately propose to enable the event fail resend feature for your account, otherwise this feature is not enabled by default.

After the failure retransmission function is enabled, the interface of the third party receiving the message needs to return to us the string 200 after receiving successfully.

If the value returned by the interface after we push is not the string 200, we consider that the third-party interface failed to receive. Into the retransmission process, a failed message will be retransmitted after 10 seconds, 30 seconds, 60 seconds, 600 seconds, until the third-party interface returns 200. If all four retransmissions fail, we will not retransmit again. We will resend the news of complete failure, and we will record it, and the third party can ask us for it.