API overview-Artificial Intelligence Cloud Call Service(AICCS)-阿里云帮助中心

API standard and pre-built SDKs in multi-language

The OpenAPI specification of this product (aiccs/2019-10-15) follows the RPC standard. Alibaba Cloud provides pre-built SDKs for popular programming languages to abstract low-level complexities such as request signing. This enables developers to call APIs using language-specific syntax without dealing with HTTP details directly.

Custom signature

If your specific needs, such as a customized signature, are not supported by the SDK, manually sign requests using the signature mechanism. Note that manual signing requires significant effort (usually about 5 business days). For support, join our DingTalk group (ID: 147535001692).

Before you begin

An Alibaba Cloud account has full administrative privileges. A compromised AccessKey pair exposes all associated resources to unauthorized access, posing a significant security risk. To call APIs securely, create a Resource Access Management (RAM) user with API access only, configure its AccessKey pairs, and implement the principle of least privilege (PoLP) through RAM policies. Use the Alibaba Cloud account only when its permissions are explicitly required for specific scenarios.

Communication agent

API	Title	Description
QueryAiVoiceAgentDetailNew	QueryAiVoiceAgentDetailNew	Gets details for a specified agent, including its basic, branch, and version information.
PageQueryAgentListNew	PageQueryAgentListNew	Retrieve a paginated list of agents (agency mode V2)
QueryAiVoiceAgentDetail	Query details of a communication agent	Retrieve the details of a communication agent.
PageQueryAgentList	Query the list of communication agents	Returns a paginated list of agents.

Communication Intelligence Engine

API	Title	Description
AddInboundNumber	AddInboundNumber	Adds one or more inbound numbers.
UpdateLargeModel	UpdateLargeModel	Updates a large language model.
AddLargeModel	AddLargeModel	Adds a large language model.
AddModelApplication	AddModelApplication	Add a model application
UpdateModelApplication	UpdateModelApplication	Edit Model Application
LlmSmartCall	LLM-based Intelligent Calling	Intelligent outbound call based on an LLM.
LlmSmartCallEncrypt	LLM-based Intelligent Outbound Calling with Encrypted Numbers	Initiates a smart call to an encrypted number using a large language model.
HangupOperate	Intelligent Engine Proactively Hangs Up a Call in Communication	Hangs up a call in Communication Intelligence Engine.
ListAvailableTts	Obtain the List of TTS Voices Supported by the LLM Calling Feature	Lists the system and custom TTS voices available for large model-based outbound calls.
GetCallDialogContent	Query conversation content of calls that ended within the past month by CallId	Retrieves the dialog content for a call by using its call ID. You can retrieve content for calls completed within the last 30 days.

Large model call task

API	Title	Description
ImportOneTaskPhoneNumber	Import a single phone number data	Imports a single phone number to a task.
QueryConversationDetailInfo	Intelligent Agent Call Detail	Gets call details.
QueryAiCallDetailPage	Query outbound call job details of the communication agent	Runs a paginated query for call task details.
StopAiCallTask	Stop the Intelligent Agent outbound calling job	Stops an outbound call task.
CancelAiCallDetails	Cancel Calls for Communication Agent Call Jobs	This operation cancels calls from a call task. You cannot cancel a call if its detail record is already in the pending call queue or is in progress.
StartAiCallTask	Start an outbound call job for the communication agent	Starts a call task.
UpdateAiCallTask	Update the outbound call job configuration of the communication agent	Updates a call task configuration.
QueryAiCallTaskPage	Query the list of outbound calling jobs for communication agents	Retrieves a list of call tasks.
QueryAiCallTaskDetail	Query Basic Information of an Intelligent Outbound Calling Job	Gets basic information for a call task.
ImportTaskNumberDatas	Import Callee Data	Imports callee data for a call task.
CreateAiCallTask	Create an outbound calling job for the Communication Intelligent Agent	Creates a call task.

Hotline monitoring data

API	Title	Description
GetHotlineServiceStatistics	Obtain service statistics under hotline monitoring	Obtain service statistics under hotline monitoring. Supports grouped queries by instance, time dimension, agent, department, and skill group.
GetSkillGroupAndAgentStatusSummary	Obtain the aggregated agent status metrics under hotline monitoring for skill groups	Obtain the aggregated agent status metrics for skill groups under hotline monitoring. Supports grouped queries by instance, time range, department, and skill group.
GetDepartmentalLatitudeAgentStatus	Obtain department-level status metrics under hotline monitoring	Obtain department-level status metrics under hotline monitoring. Supports queries by instance, time range, and department group.
GetSkillGroupLatitudeState	Obtain Hotline Monitoring Status Metrics by Skill Group Dimension	Obtain the hotline monitoring status metrics by skill group dimension. Supports queries grouped by instance, time range, department, and skill group.
GetAgentBasisStatus	Obtain Agent-Level Status Metrics for Hotline Monitoring	Obtain the agent-level status metrics under hotline monitoring. Supports queries by instance, time range, agent, and department group.
GetAgentStatistics	Obtain agent-level statistics under hotline monitoring	Obtain agent-level statistics under hotline monitoring. Supports querying by instance, time range, agent, and department group.

Online monitoring data

API	Title	Description
GetOnlineServiceVolume	Obtain the Number of Online Services Under Online Monitoring	Obtain the volume of Online Services under online monitoring. Support grouped queries by instance, time range, agent, department, and skill group.
GetSeatInformation	Obtain department-based agent service capability data from real-time monitoring	Obtain agent service capacity data under online monitoring. Supports queries by instance, time range, and department group.
GetSkillGroupServiceCapability	Obtain service capability data by skill group dimension under online monitoring	Retrieve skill group–level service capacity data under online monitoring. Supports queries grouped by instance, time range, department, and skill group.
GetSkillGroupAgentStatusDetails	Obtain Skill Group Service Status Metrics	Obtain the service status metrics of skill groups. Support grouped queries by instance, time range, department, and skill group.
GetOnlineSeatInformation	Retrieve Online Agent Information from Real-Time Monitoring	Obtain online agent information data under real-time monitoring. Support queries by instance, time range, agent, and department group.
GetQueueInformation	Obtain queue information by skill group dimension under online monitoring	Obtain queue information under the skill group dimension in online monitoring. Supports queries grouped by instance, time range, department, and skill group.

Hotline Report Data

API	Title	Description
GetSkillGroupStatusTotal	Obtain the total status quantity of skill groups under the hotline report	Obtain the total status count of skill groups under hotline reports. Supports grouped queries by instance, time range, agent, department, and skill group.
GetAgentDetailReport	Retrieve summary data of hotline agent details under a hotline report	Retrieve the summary data of hotline agent details under hotline reports. Supports queries by instance, time range, agent, and department group.

online report data

API	Title	Description
GetSkillGroupServiceStatus	Obtain the service status metrics of skill groups under an online report	Obtain the service status metrics of skill groups in online reports.
GetAgentServiceStatus	Retrieve Agent Service Status Metrics from Online Reports	Obtain the agent service status metrics from online reports. Supports queries by instance, time range, agent, and department group.

Agent management

API	Title	Description
CreateAgent	Create Agent	Create an agent account in the Cloud Customer Service System and return the agent ID.
DeleteAgent	Delete Agent	Deletes an agent account in the Cloud Customer Service System based on the instance ID and agent account name.
UpdateAgent	Update Agent Data	Modify agent information in the Cloud Customer Service System based on the instance ID and agent account name. You can modify the agent's display name and the skill groups to which the agent belongs.
GetAgent	Obtain agent information	Query agent information in the Cloud Customer Service System by instance ID and agent account name, such as agent ID.
ListAgentBySkillGroupId	Obtain Agent Information under a Skill Group	Query the agent list in the Cloud Customer Service System by AICCS instance ID and skill group ID.
GetHotlineAgentStatus	Obtain Hotline Agent Status	Queries the hotline agent status in the Cloud Customer Service System by AICCS instance ID and agent account name.
RemoveAgentFromSkillGroup	Remove Agent Accounts from a Skill Group	Remove agent accounts from a skill group by specifying the skill group and agent IDs.
GetHotlineAgentDetail	Obtain Hotline Agent Details	Obtain the current service details of a hotline agent based on the instance ID and agent account name.

Skill Group Management

API	Title	Description
CreateSkillGroup	Create a Skill Group	Create a skill group based on the skill group name and channel type.
UpdateSkillGroup	Modify a Skill Group	Update the skill group information in the Cloud Customer Service System based on the AICCS instance ID and skill group ID. This API supports updating the skill group description and display name.
RemoveSkillGroup	Delete Skill Group	Deletes a skill group in the Cloud Customer Service System based on the AICCS instance ID and skill group ID.
QuerySkillGroups	Query Skill Groups	Queries the skill group list of the Cloud Customer Service System by instance ID.
ListSkillGroup	Query Skill Groups	Query skill groups in the Cloud Customer Service System by instance ID and skill group channel type.
GetDepGroupTreeData	Query the list of skill groups and their groupings	Queries skill group categories and the skill group list by AICCS instance ID and agent ID.

Department Management

API	Title	Description
CreateDepartment	Create Department Information	Creates department information based on the Artificial Intelligence Cloud Call Service (AICCS) instance ID and department name. Upon successful creation, the department ID is returned.
GetAllDepartment	Obtain all department information	getAllDepartment
DeleteDepartment	Delete Department Information	Deletes department information based on the Artificial Intelligence Cloud Call Service (AICCS) instance ID and department ID.
UpdateDepartment	Update Department Information	Update the department name based on the Artificial Intelligence Cloud Call Service (AICCS) instance ID and department ID.

Channel

API	Title	Description
GenerateWebSocketSign	Generate MessageBox Channel Signature	Generate a message channel access signature based on the Artificial Intelligence Cloud Call Service (AICCS) instance ID and agent account name.

Call Details

API	Title	Description
HotlineSessionQuery	Batch query call details	Query call details by instance ID.
GetRecordData	Obtain a Recording File	Invoke the GetRecordData API to obtain a recording file.
GetRecordUrl	Obtain the incoming and outgoing calls recording link	Invoke the GetRecordUrl API to obtain the incoming and outgoing calls recording link.
DescribeRecordData	Retrieve Call Records	Invoke the DescribeRecordData API to retrieve call information.

Data statistics

API	Title	Description
GetIndexCurrentValue	Obtain Current Data Statistics Metrics	You can obtain the current statistical metrics (real-time data) and query them by instance ID, department, or skill group.
GetAgentIndexRealTime	Obtain real-time data details of hotline agents	Obtain real-time agent detail data grouped by instance, department, and skill group (real-time data).
GetHotlineAgentDetailReport	Obtain Hotline Agent Dimension (T+1) Data Details	Obtain detailed data metrics by hotline agent dimension (T+1). Supports grouping queries by instance, time range, department, and skill group.
GetHotlineGroupDetailReport	Obtain T+1 Data Details by Hotline Skill Group Dimension	Retrieve detailed (T+1) data by hotline skill group dimension. Supports grouping by instance, time range, department, and skill group.

Session data

API	Title	Description
QueryTouchList	Query contact data	Query contact data by instance, list of contact IDs, list of session IDs, and so on.
GetCustomerInfo	Retrieve membership information	You can invoke the GetCustomerInfo API to obtain membership details by Workbench membership ID.
GetHotlineMessageLog	Retrieve Hotline Message Records	Invoke the GetHotlineMessageLog API to retrieve hotline message records.
GetHotlineCallAction	Query Call Action Result Data	Invoke the GetHotlineCallAction API to query the result data of call actions.

Automated outbound calls

API	Title	Description
RobotCall	Intelligent Contact Robot Outbound Call	Initiate an outbound call using the Intelligent Contact Robot.
ListRobotCallDialog	Query Call Records	Query Intelligent Contact Robot call records.
ListAiccsRobot	Retrieve Script List	Retrieve the list of robot scripts, including robot type, robot name, robot ID, associated business, and industry information.
ListRobotParams	Query Robot Parameter List	Queries the list of robot parameters by robot ID, which is also the script ID.
GetCallSoundRecord	Obtain Call Recording File	Obtain the URL of a call recording file based on the call creation time and the unique call ID, and then retrieve the call recording file using the URL.
ListRobotNode	Retrieve the list of robot node information	Retrieves the list of robot node information based on the robot ID, which is the script ID.

Automated outbound calling

API	Title	Description
CreateTask	Create Job	Create an Artificial Intelligence Cloud Call Service robot outbound calling job.
AttachTask	Append Details	Append job details.
StartTask	Start Job	Start a successfully created Intelligent Contact Robot calling job.
StopTask	Pause Job	Pause an Intelligent Contact Robot calling job that has been successfully started.
CancelTask	Cancel Job	Cancel an Intelligent Contact Robot calling job.
ListTask	List Jobs	Perform a paged query to retrieve the list of Intelligent Contact Robot call jobs. The response includes the total number of jobs and job details.
ListTaskDetail	Obtain Job Detail Information	Obtain the detail information of Intelligent Contact Robot call jobs.
ListDialog	Query conversation records	Query Intelligent Contact Bot conversation records.

Intelligent outbound call tasks

API	Title	Description
CreateAiOutboundTask	Create Intelligent Outbound Call Job	Create an Intelligent Outbound Call Job. You can configure the Task Type, job name, outbound caller ID, callee number deduplication policy, and other settings when creating the job.
CreateAiOutboundTaskBatch	Create a batch for an Intelligent Outbound Calling job	Creates a batch for an Intelligent Outbound Calling job based on the instance ID and job ID, enabling data under the job to be queried by batch.
DeleteAiOutboundTask	Delete an Intelligent Outbound Calling Job	Deletes an Intelligent Outbound Calling job by instance ID and job ID. After deletion, the job will no longer appear in the outbound calling job list.
GetAiOutboundTaskBizData	Query the business information associated with this call	Query the business information associated with this call by instance ID and session ID.
GetAiOutboundTaskExecDetail	Get Job Execution Details	Obtain task execution details by instance ID and job ID.
GetAiOutboundTaskDetail	Get Outbound Job Details	Obtain the outbound call job details by instance ID and job ID.
UpdateAiOutboundTask	Update Outbound Call Job	Update an outbound call job by instance ID and job ID.
InsertAiOutboundPhoneNums	Import callee numbers for outbound calls	Import outbound call callee numbers based on the instance ID and job ID.
GetAiOutboundTaskProgress	Get outbound job progress	Obtain the outbound call job progress by instance ID and job ID.
StopAiOutboundTask	Pause an outbound calling job	Pause an outbound calling job by instance ID and job ID.
TerminateAiOutboundTask	Terminate Outbound Call Job	Terminate an outbound call job by instance ID and job ID.
GetAiOutboundTaskList	Obtain the Outbound Call Job List	Retrieve the outbound call job list by instance ID and Task Type.
StartAiOutboundTask	Start an outbound calling job	Start an outbound calling job by instance ID and job ID.

Number Management

API	Title	Description
AddHotlineNumber	Add Hotline Number	Invoke the AddHotlineNumber API to add a hotline number.
DeleteHotlineNumber	Delete a configured hotline number	Invoke the DeleteHotlineNumber API to delete a configured hotline number.
ResetHotlineNumber	Reset Hotline Number	Invoke the ResetHotlineNumber API to reset the inbound (IVR flow) and outbound (effective scope) configuration information of a hotline number.
QueryHotlineNumber	Query Hotline Number Configuration List	Query the hotline number configuration list by instance ID. Fuzzy query by hotline number is supported.
GetConfigNumList	Obtain the hotline settings number list	Invoke the GetConfigNumList API to obtain the hotline settings number list.

Call management

API	Title	Description
AnswerCall	Answer Incoming Call	Invoke AnswerCall to answer an incoming call.
FinishHotlineService	End Hotline Service	End the hotline service by instance ID and agent account name.
GetNumLocation	Obtain Number归属地	Obtain the number's归属地 information based on the instance ID and phone number.
GetRtcToken	Obtain Token for Mobile Agent	Invoke GetRtcToken to obtain the token for a shift agent.
HangupCall	Hang Up Call	Invoke HangupCall to execute the agent hang-up operation.
ListHotlineRecord	Obtain Hotline Recording List	Invoke ListHotlineRecord to query the hotline recording list by hotline session ID.
ListOutboundPhoneNumber	Obtain Outbound Number Information	Obtain the outbound caller phone numbers for a specified agent based on the instance ID and agent account name.
MakeDoubleCall	Initiate a call by using the server-side SDK	You can invoke MakeDoubleCall to initiate a call by using the server-side software development kit (SDK).
SendHotlineHeartBeat	Send Hotline Heartbeat	Send a hotline heartbeat request based on the instance ID, agent account name, and heartbeat signature.
StartCall	Agent-initiated outbound call	Initiate an outbound call based on the instance ID, agent account name, hotline outbound caller number, and callee number.
StartHotlineService	Start Hotline Service	Sign in a hotline agent by instance ID and agent account name to start the hotline service.
SuspendHotlineService	Pause Hotline Service	Pause hotline service when an agent takes a short break.

Others

API	Title	Description
AddOuterAccount	Add External Associated Account	Invoke AddOuterAccount to add an external account.
AddSkillGroup	Create a Skill Group	Invoke AddSkillGroup to create an external skill group.
AiccsSmartCall	Initiate an Intelligent Speech Interaction Call	Invoke the AiccsSmartCall API to initiate an Intelligent Speech Interaction call.
AiccsSmartCallOperate	Initiate a Specified Action in Intelligent Voice	Invoke the AiccsSmartCallOperate API to initiate a specified action during an Intelligent outbound call. This API is only used for scenarios such as parallel transfer to a human agent or allowing a human agent to listen in on the man-machine dialogue.
ChangeChatAgentStatus	Modify Live Support Status	Invoke ChangeChatAgentStatus to modify the Live Support status.
CreateThirdSsoAgent	Create an agent for password-free login to the Cloud Customer Service System	Create an agent that enables password-free login to the Cloud Customer Service System based on a User Account.
DeleteOuterAccount	Delete External Account	Invoke DeleteOuterAccount to delete an external account by its external Account ID.
DeleteSkillGroup	Delete Skill Group	Deletes an external skill group based on the skill group ID and skill group channel type.
EncryptPhoneNum	Encrypt the User's Phone number	Invoke EncryptPhoneNum to encrypt the User's Phone number.
FetchCall	Retrieve Call Information	Retrieve or recover a call.
GetAudioNoteUploadUrl	Retrieve voice memo OSS upload information	Retrieves the upload address for a voice memo recording.
GetHotlineRuntimeInfo	Query Hotline Runtime Information	Invoke the GetHotlineRuntimeInfo API to query hotline runtime information.
GetHotlineWaitingNumber	View the queue length of hotline calls in the skill group to which the current agent belongs	Obtain the queue length of hotline members.
GetMcuLvsIp	Query Hotline Server IP Address	Invoke the GetMcuLvsIp API to query the hotline server IP address.
GetOutbounNumList	Obtain the outbound number list	Retrieve the list of external hotline numbers.
GetQualityProjectDetail	Obtain Quality Inspection Job Details	Invoke GetQualityProjectDetail to obtain the quality inspection job details.
GetQualityProjectList	Obtain Quality Inspection Job List	Invoke GetQualityProjectList to obtain the quality inspection job list.
HangUpDoubleCall	Cancel dual-call	Cancel dual-call.
HangupThirdCall	Hang Up a Three-way Call	Hang up a third-party call.
HoldCall	Call Hold	Hold the call.
JoinThirdCall	Add Third Party to Call	Add a third party to the call.
ListChatRecordDetail	Query online session details by time range	Invoke ListChatRecordDetail to query online session details by time period.
ListHotlineRecordDetail	Query Hotline Details List	Query the list of hotline details by time period.
ListRoles	List Roles	Invoke ListRoles to obtain the list of all roles under a tenant.
LlmFullDuplexCallOperate	Full-duplex call control	Performs full-duplex large language model operations.
LlmSmartCallFullDuplex	Full-duplex artificial intelligence Cloud call service call	Initiates a full-duplex Artificial Intelligence Cloud Call Service call with support for personalized configurations.
MakeCall	Initiate a Hotline Call	Invoke MakeCall to initiate a call.
QueryConversationDetailInfoNew	Call task details and call records	Queries the details of a call task and call records.
QueryHotlineInQueue	Query Hotline in Queue	Invoke QueryHotlineInQueue to obtain hotline agent data for a skill group by skill group ID.
QueryTickets	Query Tickets	Invoke the QueryTickets API to query ticket information.
SendCcoSmartCall	Initiate Intelligent Outbound Call	Initiate an Intelligent Speech Interaction call based on the callee's caller ID, callee number, and intelligent outbound call audio file.
SendCcoSmartCallOperate	Initiate Intelligent Outbound Call	Initiates a specified action during an Intelligent Outbound Call, applicable only to scenarios such as parallel transfer to a human agent or allowing a human agent to listen in on the man-machine dialogue.
StartCallV2	Agent-initiated outbound call	Invoke StartCallV2 to initiate an outbound call V2.
StartChatWork	Switch an online agent to the working status	Invoke StartChatWork to switch an online agent to the working status.
StartMicroOutbound	Initiate a Call	Invoke the StartMicroOutbound API to initiate an outbound call request.
SubmitAudioNote	Submit offline voice notes	Submits a recording notes task.
TransferCallToSkillGroup	Execute a Single-Step or Two-Step Transfer to a Skill Group	Invoke the TransferCallToSkillGroup API to execute a single-step or two-step transfer to a skill group.
UpdateOuterAccount	Update External Account Information	Invoke UpdateOuterAccount to update an external account based on the external account ID.