Manual agent line
Artificial Intelligence Cloud Call Service (AICCS) can transfer AI conversations to manual agents on your agent platform. This topic describes how to apply for an agent line connection, how to configure transfer to a manual agent in the communication engine and in the communication agent, and the HTTP APIs for transfer variable callbacks, agent summary push, and conversation-history push.
Prerequisites
The IP address and port number for the SIP protocol of the manual agent platform.
Parameters required for the transfer, such as SIP Headers and the transfer destination number.
Procedure
Submit an agent line connection application
Log on to the AICCS console.
In the left-side navigation pane, click .
Enter the configuration item information in the dialog box.
Configuration description
Configuration item | Description |
Agent Line Name | Specify a custom line name. |
Line address | The IP address and port number for the SIP protocol. A maximum of 20 IP addresses and port numbers are supported. |
Transfer Destination Number | This number receives transfer call requests. Confirm this number with your agent platform. The transfer destination number supports variables in the |
Custom SIP Headers | Custom SIP header parameters. We recommend that the key begin with |
The following SIP Headers prefixes are prohibited: X-FS-*, X-AliIn* / X-AliOut*, X-Alicom-*, X-Genesys-*, X-LCR-*, X-AUTH-*, X-MONITOR-ROLE, X-CALL-MONITOR, X-CALL-STATE, X-Call-UUID, X-Business-ID, X-BIZ-EXT-DATA, X-DR-TYPE, X-TRACE-ID, X-TARGET-GW, X-Forward-IP, X-Forwarded-For, X-FIRST-HOP, X-LAST-HOP, X-Preferred-Identity, and X-Src-Addr.
Click Submit Application.
Wait for review
After you submit the agent line connection application, it enters the manual review process. Note the following while the application is under review:
After you submit the agent line connection application, we perform joint testing of the line IP address and port number that you provide. We may contact you using the contact details that you provided.
The review completion time is determined by the time when the review status changes on the page. Continue to monitor the review status.
When the review is approved, the line review status changes to Approved.
After the application is approved, we return a line code. Multiple applications or agents can share one manual agent line. The line is enabled by default. You can manually disable the line when you no longer use it.