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Home Page Artificial Intelligence Cloud Call Service Developer Reference API Reference (2019-10-15) API catalog Call details HotlineSessionQuery

HotlineSessionQuery

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Queries call details by instance ID.

Operation description

Call details include the total number of records, call results, agent names, call time, and other information.

QPS limit

  • Single-user call frequency: not throttled.

  • API frequency: 80 calls per second.

Note

If the total calls from multiple users exceed the API frequency, throttling is also triggered.

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RAM authorization

The table below describes the authorization required to call this API. You can define it in a Resource Access Management (RAM) policy. The table's columns are detailed below:

  • Action: The actions can be used in the Action element of RAM permission policy statements to grant permissions to perform the operation.

  • API: The API that you can call to perform the action.

  • Access level: The predefined level of access granted for each API. Valid values: create, list, get, update, and delete.

  • Resource type: The type of the resource that supports authorization to perform the action. It indicates if the action supports resource-level permission. The specified resource must be compatible with the action. Otherwise, the policy will be ineffective.

    • For APIs with resource-level permissions, required resource types are marked with an asterisk (*). Specify the corresponding Alibaba Cloud Resource Name (ARN) in the Resource element of the policy.

    • For APIs without resource-level permissions, it is shown as All Resources. Use an asterisk (*) in the Resource element of the policy.

  • Condition key: The condition keys defined by the service. The key allows for granular control, applying to either actions alone or actions associated with specific resources. In addition to service-specific condition keys, Alibaba Cloud provides a set of common condition keys applicable across all RAM-supported services.

  • Dependent action: The dependent actions required to run the action. To complete the action, the RAM user or the RAM role must have the permissions to perform all dependent actions.

Action

Access level

Resource type

Condition key

Dependent action

aiccs:HotlineSessionQuery

get

*All Resource

*

 None None

Request parameters

Parameter

Type

Required

Description

Example
InstanceId

string

Yes

The ID of the Artificial Intelligence Cloud Call Service (AICCS) instance. You can obtain the instance ID from Instance Management in the left-side navigation pane of the Artificial Intelligence Cloud Call Service console.

ccc_xp_pre-cn-***
Acid

string

No

The session ID. The acid in the websocket after an inbound call.

7719786****
CallType

integer

No

The call type. Valid values:

  • 1: outbound call.

  • 2: inbound call.

  • 3: transferred call.

1
CalledNumber

string

No

The number of the caller. For example, a mobile phone number of a user, an agent number, or a robot number.

135615****
CallingNumber

string

No

The number of the callee. For example, a mobile phone number of a user, an agent number, or a robot number.

057177****
GroupId

integer

No

The ID of the skill group.

123456
GroupName

string

No

The name of the skill group.

AutomationSkillGroup
MemberId

string

No

The member ID.

7856****
MemberName

string

No

The member name.

AnonymousMember
QueryEndTime

integer

No

The end timestamp. Unit: milliseconds.

1614829721
QueryStartTime

integer

No

The start timestamp. Unit: milliseconds.

1614828721
RequestId

string

No

The request ID.

EE338D98-9BD3-4413-B165
ServicerName

string

No

The agent name.

TestAgent
ServicerId

string

No

The agent ID.

555555
Params

string

No

The extended parameters.

xxxx
PageSize

integer

No

The number of entries per page. The value must be greater than 0. Default value: 20.

10
PageNo

integer

No

The current page number. The value must be greater than 0. Default value: 1.

1
CallResult

string

No

The call result. Valid values:

  • normal: normal hangup.

  • touchRouteError: queue hangup.

  • touchInQueue: queue hangup.

  • touchInLoss: queue hangup.

  • userHangup: user hangup or IVR hangup.

  • sysHangup: system hangup or IVR hangup.

  • transferAgent: user hangup or IVR hangup.

  • dailing: agent hangup or ringing hangup.

  • TouchRingCallLoss: queue hangup or ringing hangup.

Valid values:

  • normal :

    Normal call ended.

  • ivrClose :

    IVR hangup.

  • queueClose :

    Queue hangup.

  • dailingClose :

    Ringing hangup.

normal
Id

string

No

The globally unique ID of the call details.

acc1c58dab4a4****0e3813c66
AcidList

array

No

The list of session IDs.

string

No

The acid in the websocket after an inbound call.

7719786
CallTypeList

array

No

The list of call types.

integer

No

The call type. Valid values:

  • 1: outbound call.

  • 2: inbound call.

  • 3: transferred call.

1
GroupIdList

array

No

The list of skill group IDs.

integer

No

The ID of the skill group.

123456
CallingNumberList

array

No

The list of calling numbers.

string

No

The calling number.

0571773****
CalledNumberList

array

No

The list of called numbers.

string

No

The called number.

135615****
MemberIdList

array

No

The list of member IDs.

string

No

The member ID.

7856876
ServicerIdList

array

No

The list of agent IDs.

string

No

The agent ID.

555555
CallResultList

array

No

The list of call results.

string

No

The call result. Valid values:

  • normal: normal call ended.

  • queueClose: queue hangup.

  • dailingClose: ringing hangup.

  • ivrClose: IVR hangup.

normal

Response elements

Element

Type

Description

Example

object

result

Code

string

The status code. A value of Success indicates that the request was successful.

Success
Data

object

The call data.

CallDetailRecord

array<object>

The call detail records.

object

The call detail record information.

Acid

string

The session ID. The acid in the websocket after an inbound call.

7719786
ActiveTransferId

string

The agent ID.

Note

This value is Null in non-transfer scenarios.

12
CallContinueTime

integer

The call duration. Unit: seconds.

Note

No call duration is available in scenarios where the call is not connected.

37
CallResult

string

The call result. Valid values:

  • normal: normal hangup.

  • touchRouteError: queue hangup.

  • touchInQueue: queue hangup.

  • touchInLoss: queue hangup.

  • userHangup: user hangup or IVR hangup.

  • sysHangup: system hangup or IVR hangup.

  • transferAgent: user hangup or IVR hangup.

  • dailing: agent hangup or ringing hangup.

  • TouchRingCallLoss: queue hangup or ringing hangup.

normal
CallType

integer

The call type. Valid values:

  • 1: outbound call

  • 2: inbound call

  • 3: transferred call

1
CalledNumber

string

The called number.

135615*****
CallingNumber

string

The number of the caller. For example, a mobile phone number of a user, an agent number, or a robot number.

0571773
CreateTime

string

The time when the call was created. Format: YYYY-MM-DD HH:mm:ss.

Note

  • For outbound call scenarios, this is the time when the outbound call was initiated.

  • For inbound call scenarios, this is the time when the call entered the ACC system.

2020-10-02 22:32:55
EvaluationLevel

integer

The satisfaction rating level. Valid values:

  • 2: 2-level satisfaction

  • 3: 3-level satisfaction

  • 4: 4-level satisfaction

  • 5: 5-level satisfaction

Note

No data is available for outbound call scenarios or scenarios where the call is not connected.

4
EvaluationScore

integer

The satisfaction rating score. Valid values:

  • 1: Very dissatisfied.

  • 2: Dissatisfied.

  • 3: Average.

  • 4: Satisfied.

  • 5: Very satisfied.

Note

No data is available for outbound call scenarios or scenarios where the call is not connected.

4
GroupId

integer

The skill group ID.

Note

When CallType is set to 1, no skill group information is available for outbound call scenarios.

123456
GroupName

string

The skill group name.

Note

When CallType is set to 1, no skill group information is available for outbound call scenarios.

AutomationSkillGroup
HangUpRole

string

The party that hung up. Valid values:

  • 1: System hung up.

  • 2: Customer hung up.

  • 3: Agent hung up.

  • null: Unknown.

2
HangUpTime

string

The hang-up time. Format: YYYY-MM-DD HH:mm:ss.

2020-10-02 22:33:46
Id

string

The globally unique ID of the call details.

acc1c58dab4a4dd280e3813c66
InQueueTime

string

The time when the call entered the queue for hotline assignment. Format: YYYY-MM-DD HH:mm:ss.

Note

No queue entry time is available for outbound call scenarios.

2020-10-02 22:32:55
MemberId

string

The member ID.

7856876
MemberName

string

The member name.

AnonymousMember
OutQueueTime

string

The time when the call left the queue for hotline assignment. Format: YYYY-MM-DD HH:mm:ss.

Note

No queue exit time is available for outbound call scenarios.

2020-10-02 22:32:59
PassiveTransferId

string

The agent ID or transferred phone number.

Note

This value is Null in non-transfer scenarios.

12
PassiveTransferIdType

string

The type of the party to which the session was transferred. Valid values:

  • 1: Agent ID.

  • 2: Transferred phone number.

Note

This value is Null in non-transfer scenarios.

1
PickUpTime

string

The time when the call was answered. Format: YYYY-MM-DD HH:mm:ss.

2020-10-02 22:33:09
QueueUpContinueTime

integer

The queue waiting duration.

4
RingContinueTime

integer

The ringing duration. Unit: seconds.

Note

No ringing duration is available for outbound call scenarios.

10
RingEndTime

string

The time when ringing ended. Format: YYYY-MM-DD HH:mm:ss.

Note

No ringing end time is available for outbound call scenarios.

2020-10-02 22:33:09
RingStartTime

string

The time when ringing started. Format: YYYY-MM-DD HH:mm:ss.

Note

No ringing start time is available for outbound call scenarios.

2020-10-02 22:32:59
ServicerId

string

The agent ID.

Note

No agent information is available before the call is assigned to an agent in inbound call scenarios.

555555
ServicerName

string

The agent name.

Note

No agent information is available before the call is assigned to an agent in inbound call scenarios.

TestAgent
TrunkCall

string

The long-distance call.

1861111****
PageNumber

integer

The current page number.

1
PageSize

integer

The number of records per page.

10
TotalCount

integer

The total number of records.

26
Message

string

The description of the status code.

xxxx
RequestId

string

The request ID.

EE339D98-9BD3-4413-B165
Success

boolean

Indicates whether the API call was successful.

true

Examples

Success response

JSON format

{
  "Code": "Success",
  "Data": {
    "CallDetailRecord": [
      {
        "Acid": "7719786",
        "ActiveTransferId": "12",
        "CallContinueTime": 37,
        "CallResult": "normal",
        "CallType": 1,
        "CalledNumber": "135615*****",
        "CallingNumber": "0571773",
        "CreateTime": "2020-10-02 22:32:55",
        "EvaluationLevel": 4,
        "EvaluationScore": 4,
        "GroupId": 123456,
        "GroupName": "AutomationSkillGroup",
        "HangUpRole": "2",
        "HangUpTime": "2020-10-02 22:33:46",
        "Id": "acc1c58dab4a4dd280e3813c66",
        "InQueueTime": "2020-10-02 22:32:55",
        "MemberId": "7856876",
        "MemberName": "AnonymousMember",
        "OutQueueTime": "2020-10-02 22:32:59",
        "PassiveTransferId": "12",
        "PassiveTransferIdType": "1",
        "PickUpTime": "2020-10-02 22:33:09",
        "QueueUpContinueTime": 4,
        "RingContinueTime": 10,
        "RingEndTime": "2020-10-02 22:33:09",
        "RingStartTime": "2020-10-02 22:32:59",
        "ServicerId": "555555",
        "ServicerName": "TestAgent",
        "TrunkCall": "1861111****"
      }
    ],
    "PageNumber": 1,
    "PageSize": 10,
    "TotalCount": 26
  },
  "Message": "xxxx",
  "RequestId": "EE339D98-9BD3-4413-B165",
  "Success": true
}

Error codes

See Error Codes for a complete list.

Release notes

See Release Notes for a complete list.

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