CoachCall-阿里云帮助中心

You can invoke CoachCall to coach a specified agent in a specified call (identified by a call ID) under a specified instance. During the coaching session, the coached agent can hear the coach's voice, but the customer cannot hear the coach's voice.

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Test

RAM authorization

No authorization for this operation. If you encounter issues with this operation, contact technical support.

Request parameters

Parameter	Type	Required	Description	Example
InstanceId	string	Yes	Instance ID.	ccc-test
UserId	string	No	Agent ID initiating the coaching.	agent@ccc-test
DeviceId	string	No	Device ID. This field is meaningless and can be filled with any value.	device
JobId	string	Yes	Call ID.	job-65382141036853491
CoachedUserId	string	Yes	Agent ID being coached.	coached-agent@ccc-test
TimeoutSeconds	integer	No	Coaching timeout. If the coaching session is not established within the specified time, the coaching operation is canceled. This field is optional and defaults to 30 seconds.	30

Response elements

Element	Type	Description	Example
	object
Code	string	Response code.	OK
HttpStatusCode	integer	HTTP status code.	200
Message	string	Response message.	无
RequestId	string	Request ID.	BA03159C-E808-4FF1-B27E-A61B6E888D7F
Params	array	List of response parameters.
	string	Response parameter.	无
Data	object	Data.
CallContext	object	Call context environment.
CallType	string	Call type. Valid values: INBOUND : Inbound BARGE : Barge-in CONSULTANT : Consultation CONFERENCE : Conference MONITOR : Monitor INTERNAL : Internal call OUTBOUND : Outbound INTERCEPT : Intercept BACK2BACK : Back-to-back PREDICTIVE : Predictive outbound COACH : Coach	COACH
InstanceId	string	Instance ID.	ccc-test
JobId	string	Call ID.	job-6538214103685****
ChannelContexts	array<object>	List of call channels.
	object	Call channel.
Index	integer	An auto-incremented ID assigned by the system. Customers do not need to concern themselves with this value.	1
ReleaseInitiator	string	The party that initiated the hang-up of the call channel, indicating who first terminated the call.	1390501****
ChannelState	string	The status of the call channel. Valid values: CREATED : Created ANSWERED : Answered RELEASED : Released RETIRED : Out Of Effect EARLY_MEDIA : Early Media NONE : Initial Status RINGING : Ringing	ANSWERED
Destination	string	The called party of the call channel.	1390501****
UserId	string	The agent ID associated with the channel. This field is empty for a Customer channel.	agent@ccc-test
ChannelFlags	string	Channel flags. Valid values: COACHING : Coaching MONITORING : Monitoring MONITORED : Monitored COACHED : Coached HOLD : On Hold MUTED : Muted	COACHING
SkillGroupId	string	The skill group ID associated with the channel. In inbound scenarios, the associated skill group ID is determined by the agent transfer module configured in the IVR. In outbound scenarios, the associated skill group ID is the first skill group ID that the agent signed into.	skillgroup@ccc-test
Timestamp	integer	The UNIX timestamp indicating the most recent status change of the channel, in milliseconds.	1609138903315
ReleaseReason	string	The reason for releasing the channel, indicating why the current channel was disconnected. The value corresponds to response codes defined in the SIP protocol. Customers should refer to the SIP protocol to analyze the disconnection reason.	404 - No destination
CallType	string	The call type of the channel. Valid values: INBOUND : Inbound BARGE : Barge-in CONSULTANT : Consultation CONFERENCE : Conference MONITOR : Listener INTERNAL : Internal Call OUTBOUND : Outbound INTERCEPT : Intercept BACK2BACK : Back-to-Back Call PREDICTIVE : Predictive Dialing COACH : Coaching	COACH
JobId	string	The call ID.	job-6538214103685****
ChannelId	string	The channel ID.	ch:user:1390501**->8032:1609138902226:job-653821410368**
UserExtension	string	The extension number of the agent associated with the channel.	8032****
Originator	string	The originator of the channel.	0830019****
UserContext	object	Agent context environment.
Extension	string	The agent's extension number.	8032****
Heartbeat	integer	The UNIX timestamp in milliseconds of the last heartbeat received from the agent.	1609136956378
WorkMode	string	Work mode. Valid values: ON_SITE : On-site mode OFF_SITE : Off-site mode OFFICE_PHONE : Office phone mode	ON_SITE
DeviceId	string	Device ID, the identity ID of a browser-based Web Real-Time Communication (WebRTC) softphone or a physical phone device. Only one type of device can be registered at a time.	ACC-YUNBS-1.0.10-****
UserId	string	Agent ID.	agent@ccc-test
Reserved	integer	The UNIX timestamp in milliseconds when the agent was most recently reserved. Being reserved means an incoming call will be assigned to the agent shortly.	1609136956370
BreakCode	string	Break status code, which can be either System-defined or Custom-defined. System-defined break codes include: Warm-up (temporary break state after an agent is published and before becoming idle), RingingTimeout (break caused by agent ringing timeout), and RejectCall (break caused by agent call rejection). There are no restrictions on Custom-defined status codes; customers can define them according to their business needs. Valid values: RingingTimeout : Break caused by agent ringing timeout RejectCall : Break caused by agent call rejection Warm-up : Temporary break state after an agent is published and before becoming idle	Warm-up
InstanceId	string	Instance ID.	ccc-test
OutboundScenario	boolean	Indicates whether the agent is in outbound-only mode.	false
DeviceState	string	The status of the SIP phone device. If the SIP phone is not registered, the status is UNREGISTERED (unregistered). If the SIP phone was previously registered but is currently offline, the status is OFFLINE (offline). If the SIP phone is registered and online, the status is ONLINE (online). Valid values: UNREGISTERED : Unregistered OFFLINE : Offline ONLINE : Online	UNREGISTERED
Mobile	string	The agent's personal phone number.	1324730****
JobId	string	Call ID.	job-6538214103685****
UserState	string	Agent status. Valid values: READY : Idle WORKING : Post-processing DIALING : Dialing BREAK : Break OFFLINE : Offline TALKING : Talking RINGING : Ringing	TALKING
SignedSkillGroupIdList	array	List of skill group IDs that the agent has signed into.
	string	Skill group ID.	skillgroup1@ccc-test

Examples

Success response

JSON format

{
  "Code": "OK",
  "HttpStatusCode": 200,
  "Message": "无",
  "RequestId": "BA03159C-E808-4FF1-B27E-A61B6E888D7F",
  "Params": [
    "无"
  ],
  "Data": {
    "CallContext": {
      "CallType": "COACH",
      "InstanceId": "ccc-test",
      "JobId": "job-6538214103685****",
      "ChannelContexts": [
        {
          "Index": 1,
          "ReleaseInitiator": "1390501****",
          "ChannelState": "ANSWERED",
          "Destination": "1390501****",
          "UserId": "agent@ccc-test",
          "ChannelFlags": "COACHING",
          "SkillGroupId": "skillgroup@ccc-test",
          "Timestamp": 1609138903315,
          "ReleaseReason": "404 - No destination",
          "CallType": "COACH",
          "JobId": "job-6538214103685****",
          "ChannelId": "ch:user:1390501****->8032****:1609138902226:job-653821410368****",
          "UserExtension": "8032****",
          "Originator": "0830019****"
        }
      ]
    },
    "UserContext": {
      "Extension": "8032****",
      "Heartbeat": 1609136956378,
      "WorkMode": "ON_SITE",
      "DeviceId": "ACC-YUNBS-1.0.10-****",
      "UserId": "agent@ccc-test",
      "Reserved": 1609136956370,
      "BreakCode": "Warm-up",
      "InstanceId": "ccc-test",
      "OutboundScenario": false,
      "DeviceState": "UNREGISTERED",
      "Mobile": "1324730****",
      "JobId": "job-6538214103685****",
      "UserState": "TALKING",
      "SignedSkillGroupIdList": [
        "skillgroup1@ccc-test"
      ]
    }
  }
}

Error codes

HTTP status code	Error code	Error message
400	InvalidOperation.DeviceState	The operation is not allowed. Device state (%s) does not meet expectations (%s).
400	InvalidOperation.UserState	The operation is not allowed. User state (%s) does not meet expectations (%s).
400	Parameter.Blank	The parameter %s may not be null or blank.
400	UserBusy	The user %s you called was busy. Please try again later.
403	Permission.Common	You have no permission to access. %s
404	NotExists.InstanceId	The specified instance %s does not exist.
404	NotExists.JobId	The call %s does not exist.
404	NotExists.UserId	The user %s does not exist in instance %s.

See Error Codes for a complete list.

Release notes

See Release Notes for a complete list.