Explanation of Call Trigger Push Functionality

Basic Usage

Select push action for call trigger Fill in predefined push content (in JSON format) For example:

{
  "code": "call test"
}

Description of Push Content

Push call-related information and predefined push content

Call-related information

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's name	String
customer_phone	Customer's phone number	String
mobile_area	Area code	String
display_number	Relay number	String
workflow	Call type (in: incoming, out_callback: dual call back, out_direct: direct dial out, out_auto: automatic dial out)	String
from_agent_id	Source (ID of the previous agent in advanced calls)	Int
call_result	Call result (explained below)	String
is_leave_message	Whether there is a message left (message in call recording)	Boolean
total_time	Call duration (in seconds)	Int
record_url	Call recording URL	String
survey	Satisfaction rating	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
category	Advanced call type (explained below)	String
task_name	Task	String
queue_status	Queue status	String
queue_time	Queue time	Int
dtmf	DTMF key	String
device_info	Device type	String
drop_side	Call drop side	String
defeat_cause	Outbound call failure reason	String
multi_ring_count	Sequential rings	Int
relevent_agent	Relevant agent	Character array
ivr_time	IVR time (s)	Int

Explanation of Call Results: "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", "No Queue Selected"

Explanation of Categories: "normal" => Normal Call; "transfer" => Transfer; "transfer_outline" => Transfer Outline; "consult" => Consultation; "consult_outline" => Consultation (Outline); "three_party" => Three-Party; "three_party_outline" => Three-Party (Outline); "listening" => Listening; "barge_in" => Leader Barge In; "substitute" => Leader Substitute

Predefined Content

Content set in advance by the trigger action

Push Content Example

{
  "call_id":"d7d539d1-6023-4f63-b1c4-6a72262945ba",
  "conversation_id":14583,
  "agent_ring_at":"2018-03-22 11:48:00 +0800",
  "agent_answer_at":"2018-03-22 11:48:05 +0800",
  "agent_hangup_at":"2018-03-22 11:48:23 +0800",
  "customer_ring_at":"2018-03-22 11:48:05 +0800",
  "customer_answer_at":"2018-03-22 11:48:17 +0800",
  "customer_hangup_at":"2018-03-22 11:48:23 +0800",
  "timestamp":"2018-03-22 11:48:23 +0800",
  "nick_name":"Push Example",
  "mobile_area":"Shanghai",
  "workflow":"out_callback",
  "category":"normal",
  "from_agent_id":123,
  "call_result":"Customer Answered",
  "is_leave_message":false,
  "total_time":6,
  "survey":"No need for evaluation",
  "record_url":"http://ccrecords.alioss.udesk.cn/linapp/cc_recordings/20180322114821_1ac2d088945d.mp3OSSAccessKeyId=bPexlr6MCcadDhfu&Expires=1552455986&Signature=qeO7sY8bnnqUmlc%2FMEC4Fimdww0%3D",
  "outline_phone_number":"",
  "agent_id":73937,
  "customer_phone":"13261998838",
  "display_number":"01086465040",
  "agent_email":"agent@email.cn",
  "ivr_time":15,
  "extend": {
    "code": "call test"
  }
}