HoldCall-阿里云帮助中心

You can invoke HoldCall to hold the call associated with a specified call ID under a specified instance. After the call is held, it will be temporarily suspended, and the held party will hear hold music.

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Test

RAM authorization

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Request parameters

Parameter	Type	Required	Description	Example
InstanceId	string	Yes	Instance ID.	ccc-test
UserId	string	No	Agent ID.	agent@ccc-test
DeviceId	string	No	A unique ID provided by the agent endpoint to represent an agent workbench. An agent can have multiple workbenches of different types, such as browser, iOS, or Android, but only one can be active at a time.	ACC-YUNBS-1.0.10-****
JobId	string	Yes	Call job ID.	job-6582589278232****
ChannelId	string	Yes	Channel ID to be held.	ch:customer:010123**->1318888:1609255715825:job-6582589278232**
Music	string	No	Name of the hold music. This parameter is optional and defaults to empty.	无

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.	174F7777-2F6C-4F10-B889-C698E26C1AE0
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 : Listener INTERNAL : Internal Call OUTBOUND : Outbound INTERCEPT : Intercept BACK2BACK : Back-to-Back Call PREDICTIVE : Predictive Outbound COACH : Coaching	OUTBOUND
InstanceId	string	Instance ID.	ccc-test
JobId	string	Call ID.	job-6582589278232****
ChannelContexts	array<object>	List of call channels.
	object	Call channel.
ReleaseInitiator	string	The party that initiated the release of the call channel, indicating who first initiated the hang-up for this call channel.	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	Called party of the call channel.	8001****
UserId	string	The agent ID associated with the voice channel. This field is empty if the channel belongs to a Customer.	agent@ccc-test
SkillGroupId	string	The skill group ID associated with the channel. In inbound scenarios, the associated skill group ID is determined by the skill group configured in the IVR transfer-to-agent module. In outbound scenarios, the associated skill group ID is the ID of the first skill group the agent signed into.	skillgroup@ccc-test
Timestamp	integer	The UNIX timestamp (in milliseconds) of the most recent status change of the channel.	1609255716900
ReleaseReason	string	The release reason of the call channel, indicating why the current call channel was released. The value comes from the response codes defined in the SIP protocol. Customers can refer to the SIP protocol to analyze the release reason.	404 - No destination
CallType	string	The call type of the channel. Valid values: INBOUND : Inbound BARGE : Barge CONSULTANT : Consultation CONFERENCE : Conference MONITOR : Listener INTERNAL : Internal Call OUTBOUND : Outbound INTERCEPT : Intercept BACK2BACK : Back-to-Back PREDICTIVE : Predictive outbound call COACH : Coaching	OUTBOUND
JobId	string	The call ID.	job-6582589278232****
ChannelId	string	The channel ID.	ch:user:1390501**->8032:1609138902226:job-653821410368**
Originator	string	The calling party of the voice channel.	1318888****
UserExtension	string	The extension number of the agent associated with the channel.	8001****
UserContext	object	Agent context environment.
Extension	string	The agent's extension number.	8001****
Heartbeat	integer	The time when the last heartbeat was received from the agent, formatted as a UNIX timestamp in milliseconds.	1609255716908
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 time when the agent was most recently reserved. Being reserved means an incoming call will soon be assigned to this agent. The format is a UNIX timestamp in milliseconds.	1609255715822
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 due to agent ringing timeout RejectCall : Break due to 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
Mobile	string	The agent's personal phone number.	1390000****
JobId	string	Call ID.	job-6582589278232****
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": "174F7777-2F6C-4F10-B889-C698E26C1AE0",
  "Params": [
    "无"
  ],
  "Data": {
    "CallContext": {
      "CallType": "OUTBOUND",
      "InstanceId": "ccc-test",
      "JobId": "job-6582589278232****",
      "ChannelContexts": [
        {
          "ReleaseInitiator": "1390501****",
          "ChannelState": "ANSWERED",
          "Destination": "8001****",
          "UserId": "agent@ccc-test",
          "SkillGroupId": "skillgroup@ccc-test",
          "Timestamp": 1609255716900,
          "ReleaseReason": "404 - No destination",
          "CallType": "OUTBOUND",
          "JobId": "job-6582589278232****",
          "ChannelId": "ch:user:1390501****->8032****:1609138902226:job-653821410368****",
          "Originator": "1318888****",
          "UserExtension": "8001****"
        }
      ]
    },
    "UserContext": {
      "Extension": "8001****",
      "Heartbeat": 1609255716908,
      "WorkMode": "ON_SITE",
      "DeviceId": "ACC-YUNBS-1.0.10-****",
      "UserId": "agent@ccc-test",
      "Reserved": 1609255715822,
      "BreakCode": "Warm-up",
      "InstanceId": "ccc-test",
      "OutboundScenario": false,
      "Mobile": "1390000****",
      "JobId": "job-6582589278232****",
      "UserState": "TALKING",
      "SignedSkillGroupIdList": [
        "skillgroup1@ccc-test"
      ]
    }
  }
}

Error codes

HTTP status code	Error code	Error message
400	Parameter.Blank	The parameter %s may not be null or blank.
400	InvalidOperation.ChannelState	The operation is not allowed. Channel stats (%s) does not meet expectations (%s).
400	InvalidOperation.UserState	The operation is not allowed. User state (%s) does not meet expectations (%s).
500	InternalService.CTI	An internal CTI service error occurred. %s
404	NotExists.ChannelId	The specified channel %s does not exist in call %s.
404	NotExists.InstanceId	The specified instance %s does not exist.
404	NotExists.JobId	The call %s does not exist.

See Error Codes for a complete list.

Release notes

See Release Notes for a complete list.