Hello, welcome to use the udesk call event push feature.

Basic Usage

Step 1: Configure the pushed fields

Log in to the Udesk customer service system administrator account, go to Management Center -> Call Center -> Other Settings -> Call Event Push, turn on the push switch, and fill in the push address.

Step 2: Use call event push

Set the push address to automatically trigger the push when a call event occurs.

Call Event Push

Push Timing

1. Call in (Call out) starts

2. Establish call (Customer/Agent answers)

3. Hang up

4. Call ends

Explanation of Push Parameters

Parameter Name	Description	Type
call_id	call_id (unique id for a series of calls from the same customer)	String
conversation_id	conversation_id (id of the current call)	Int
timestamp	time	String
nick_name	customer name	String
customer_phone	customer phone number	String
mobile_area	location	String
display_number	relay number	String
workflow	call type (in: inbound, out_callback: two-way callback, out_direct: direct outbound, out_auto: automatic outbound)	String
from_agent_id	source (id of the previous agent during advanced calls)	Int
call_result	call result (explained below)	String
is_leave_message	whether there is a message (message in call recording)	Boolean
total_time	call duration (seconds)	Int
record_url	call recording address	String
survey	satisfaction evaluation	String
outline_phone_number	outbound phone number	String
agent_id	agent id	Int
customer_ring_at	customer ring time (e.g., 2018-03-22 11:48:05 +0800)	String
agent_ring_at	agent ring time	String
customer_answer_at	customer answer time	String
agent_answer_at	agent answer time	String
customer_hangup_at	customer hang-up time	String
agent_hangup_at	agent hang-up time	String
agent_email	agent email account	String
agent_nick_name	agent name	String
category	advanced call type (explained below)	String
task_name	task	String
queue_statue	queue status	String
queue_time	queue time consumed	Int
dtmf	DTMF key	String
device_info	device type	String
drop_side	call hang-up side	String
defeat_cause	outbound call failure reason (explained below)	String
multi_ring_count	ring count	Int
relevant_agent	related agents	Character array
task_id	automatic outbound task id	Int
queue_overflow	queue overflow statistics	String
ivr_time	ivr duration (s)	Int
ivr_variables	ivr variables (explained below)	String
ivr_record_urls	ivr recording address	Array
ticket_numbers	generated ticket numbers (explained below)	Array
lang	language	String
is_blocked	whether in blacklist	Boolean
level	level	String
description	description	String
organization_name	company	String
owner_name	owner	String
owner_group_name	owner group	String
note_id	business record id	Int
note_content	business record topic	String
note_custom_fields	business record custom fields (explained below)	Array
note_template_id	business record template id	Int
note_template_name	business record template name	String
questionnaire_id	questionnaire id	Int
questionnaire_contents	questionnaire contents	Hash
callout_tasks	manual outbound tasks (explained below)	Array
occasion	explanation of push timing (explained below)	String
biz_id	custom call id (used with call component)	String
customer_id	customer ID	Long
customer_token	customer open_api_token	String
customer_web_token	customer web_token	String
customer_sdk_token	customer sdk_token	String
weixin_openids	WeChat public account customer IDs	Array
user_group_id	agent group ID	Int
user_group_name	agent group name	String
call_start_at	call start time	String
ring_time	ringing time (seconds)	Int
agent_tags	agent tags	Array
created_at	creation time	String

Explanation of call result ("Customer not answered", "Customer answered", "Line busy", "Line offline", "Agent not answered", "Agent rejected", "Agent answered", "Customer hung up", "Customer hung up quickly", "Queue timeout", "Abandon queue", "Unselected queue", "External line answered", "External line not answered")

Explanation of category ("normal"=> normal call; "transfer"=> transfer; "transfer_outline"=> outbound transfer; "consult"=> consultation; "consult_outline"=> consultation (external line); "three_party"=> three-party; "three_party_outline"=> three-party (external line); "listening"=> monitoring; "barge_in"=> supervisor intervention; "substitute"=> supervisor removal)

Explanation of defeat cause: Outbound call failure reasons need to be opened separately, please contact Udesk. The detailed explanation is as follows, and the final return value is the "name" field.

Explanation of ivr variables, which are configured for intelligent routing and saved to the ivr variables of the call record, returned format: ("ivr_variables": "aa:11,bb:22")

Explanation of ticket numbers: Generated ticket numbers during the call process, there may be multiple tickets, returned format is as follows: ("ticket_numbers": ["#12","#13"])

Explanation of note custom fields: Custom fields of the business record corresponding to this call record, returned format is as follows: ("note_custom_fields": [{ "id": "TextField_73", "name": "Test Date", "value": "2019-08-09" }])
Note: Deleted custom fields will not be returned

Explanation of callout tasks: Indicates that the call was initiated from an outbound task, and it is possible that multiple outbound tasks contain this number, returned format: ("callout_tasks": [{"id": 85,"name": "Outbound Task 1"},{"id": 86,"name": "Outbound Task 2"}])

id	name	alias	description
1	Power off	power off	Power off
2	Does not exist	does not exist	Does not exist
3	Out of service	out of service	Out of service
4	Hold on	hold on	Hold on
5	Not convenient	not convenient	Not convenient
6	Is not reachable	is not reachable	Is not reachable
7	Not in service	not in service	Not in service
8	Busy now	busy now	Busy now
9	Not a local number	not a local number	Not a local number
10	Barring of incoming	barring of incoming	Barring of incoming
11	Forwarded	forwarded	Forwarded
12	Line is busy	line is busy	Line is busy
13	Not answer	not answer	Not answer
14	Defaulting	defaulting	Defaulting
15	Cannot be connected	cannot be connected	Cannot be connected
16	Number change	number change	Number change
17	Line fault	line fault	Line cannot be called out, such as SIM card arrears
18	Redial later	redial later	Various prompts for redial later

Explanation of push occasions: The push timing represents the trigger event of this push, and there are differences between inbound and outbound calls and advanced calls, but each call must have one and only one push with occasion "end", indicating the complete end of the call. Currently, the "Lock Agent" push needs to be opened separately due to reasons such as sequential vibration, etc. The field explanations are as follows:

Value	Represents Timing
begin	Start automatic outbound
agent_answer	Outbound callback agent answered
customer_answer	Outbound callback customer answered
enqueue_succ	Inbound enqueue success
agent_lock	Lock agent (Currently, this push needs to be opened separately after being turned on)
agent_incall	Agent starts calling
agent_breakout	Assigned agent not answered
transfer_succ	Transfer successful
transfer_failed	Transfer failed
consult_succ	Consultation successful
consult_failed	Consultation failed
listening_succ	Monitoring successful
listening_failed	Monitoring failed
third_party_succ	Three-party successful
third_party_failed	Three-party failed
interpose_succ	Interpose successful
interpose_failed	Interpose failed
substitute_succ	Substitute successful
substitute_failed	Substitute failed
whisper_succ	Whisper successful
whisper_failed	Whisper failed
hangup	One party hangs up
end	Call ends
end_info	Advanced call information

Example of Push Values

{
    "call_id": "8097f59e-0ba7-1111-b6c0-7f70c7a5a962",
    "conversation_id": 54093,
    "agent_ring_at": null,
    "agent_answer_at": null,
    "agent_hangup_at": "2019-07-24T15:23:14.000+08:00",
    "customer_ring_at": "2019-07-24T15:21:41.000+08:00",
    "customer_answer_at": "2019-07-24T15:21:56.000+08:00",
    "customer_hangup_at": "2019-07-24T15:23:17.000+08:00",
    "timestamp": "2019-07-24 15:23:17 +0800",
    "nick_name": "Test Customer 18",
    "mobile_area": "Beijing, Beijing",
    "workflow": "out_direct",
    "category": "normal",
    "from_agent_id": null,
    "call_result": "Customer answered",
    "is_leave_message": false,
    "total_time": 81,
    "survey": "Not evaluated",
    "record_url": "https://xxxx",
    "outline_phone_number": null,
    "agent_id": 1941,
    "agent_email": "demo@udesk.cn",
    "agent_nick_name": "Test Agent 01",
    "task_name": null,
    "queue_statue": null,
    "queue_time": null,
    "dtmf": "",
    "device_info": "Web phone",
    "drop_side": "Agent",
    "defeat_cause": null,
    "multi_ring_count": 0,
    "relevant_agent": ["demo2"],
    "task_id": null,
    "queue_overflow": "No overflow",
    "ivr_time": null,
    "ivr_variables": null,
    "ivr_record_urls": [
      {
        "id": 50107001,
        "ivr_record_url": "https://pro-ccrecords.kefutoutiao.com/linapp/cc_recordings/20200604114352_8b16c1a0-941d-47c0-9fa8-86a302021d50_8b16c1a0-941d-47c0-9fa8-86a302021d50.wav?OSSAccessKeyId=bPexlr6MCcadDhfu&Expires=1622778259&Signature=e6OcyIoJ6AbUM9X7soj%2Bux9VJJg%3D"
      }
    ],
   

 "ticket_numbers": ["#12","#13"],
    "lang": "ko",
    "is_blocked": true,
    "level": "vip",
    "description": "Test Customer 18 description",
    "organization_name": "ACMILAN",
    "owner_name": "demo",
    "owner_group_name": "123",
    "note_id": 113973,
    "note_content": "Topic 1",
    "customer_id": 1122333211,
    "customer_token": "2lakjer32aw34r123l",
    "customer_web_token": "la9df234jasdfqw3",
    "customer_sdk_token": "lasdf234ala23234",
    "weixin_openids": ["weixin_openids1", "weixin_openids2"],
    "note_custom_fields": [
    {
    "id": "TextField_286",
    "name": "zgh-Single line text",
    "value": "zgh-Single line text"
    },
    {
    "id": "TextField_287",
    "name": "zgh-Date",
    "value": "2019-07-24"
    },
    {
    "id": "TextField_288",
    "name": "zgh-Time",
    "value": "15:21:35"
    },
    {
    "id": "TextField_289",
    "name": "zgh-Datetime",
    "value": "2019-07-24 15:21"
    },
    {
    "id": "TextField_291",
    "name": "zgh-Positive integer",
    "value": "111"
    },
    {
    "id": "TextField_292",
    "name": "zgh-Link",
    "value": "https://baidu.com"
    },
    {
    "id": "TextField_293",
    "name": "zgh-Multiple lines of text",
    "value": "zgh-Multiple lines of text"
    },
    {
    "id": "TextField_294",
    "name": "zgh-Geographical location",
    "value": "Geographical location"
    },
    {
    "id": "TextField_33405",
    "name": "Jiayun number",
    "value": "123"
    },
    {
    "id": "SelectField_257",
    "name": "10-item cascading",
    "value": [
    "Beijing",
    "Haidian District",
    "Zhichun Road"
    ]
    },
    {
    "id": "SelectField_364",
    "name": "zgh-Dropdown list",
    "value": [
    "zgh-Dropdown list-Option 2"
    ]
    },
    {
    "id": "SelectField_366",
    "name": "zgh-Radio button",
    "value": [
    "zgh-Radio button-Option 2"
    ]
    },
    {
    "id": "SelectField_367",
    "name": "zgh-Checkbox",
    "value": [
    "zgh-Checkbox-Option 1",
    "zgh-Checkbox-Option 2"
    ]
    }
    ],
    "note_template_id": 114,
    "note_template_name": "Default business record",
    "questionnaire_id": "13",
    "questionnaire_contents": \{ "What animal do you like?": "Little Blue", "Which city do you like?": "Beijing; Shanghai; Tianjin; Chongqing", "How old are you this year?": "", "Do you go home for the New Year?": "No" \},
    "callout_tasks": [
    {
    "id": 1301,
    "name": "Outbound Task 1"
    }
    ],
    "occasion": "end",
    "biz_id": null,
    "customer_phone": "1388888888",
    "display_number": "0211234567",
    "call_start_at": "2022-03-03 14:27:10",
    "ring_time": 17,
    "agent_tags": ["Agent Tag", "show case"],
    "created_at": "2022-03-03 17:12:42"
}

Examples of Call Event Push Timing

The number of pushes for sequential vibration and advanced calls may vary due to complex call situations. The actual situation depends on the occasion. However, each call must have one and only one push with the occasion "end", indicating that the call is completely over. In the case of enabling retry function, for the same conversation_id, if "end" push has been received before, the subsequent pushes are retries after previous failures.

1. General Outbound Call

In general, the occasions are: "agent_answer"; "customer_answer"; "hangup"; "end". "end" indicates the end of the entire call (the push contains important information such as call duration).

2. General Inbound Call

In general, the occasions are: "enqueue_succ"; "agent_lock" (after the function is enabled); "agent_incall"; "hangup"; "end". "end" indicates the end of the entire call (the push contains satisfaction evaluation, call duration and other important information).