InitiateAttendedTransfer-阿里云帮助中心

Consultation transfer refers to transferring a call to another agent, a skill group queue, or an external number. It is also known as follow transfer or two-step transfer.

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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	The agent ID initiating the consultation transfer.	agent@ccc-test
DeviceId	string	No	Device ID. This parameter is meaningless and can be filled with any value.	ACC-YUNBS-1.0.10-****
Transferor	string	No	The party initiating the transfer. When transferring to an external number, this parameter specifies the caller number. This parameter is invalid when transferring to an internal agent or skill group; in such cases, the initiator is determined by the UserId parameter.	无
Transferee	string	Yes	The transferee, which can be an agent ID or a skill group ID.	agent2@ccc-test
TimeoutSeconds	integer	No	Timeout duration for the consultation transfer, in seconds. If the transferee does not answer within the specified time, the call is disconnected. This field is optional. Default value is 30 seconds.	60
JobId	string	Yes	The call ID.	job-6538214103685****
CallPriority	integer	No	The queuing priority when transferring to a skill group queue. Valid values range from 0 to 9, where 0 is the highest priority and 9 is the lowest.	5
StrategyName	string	No	The policy name for agent assignment when transferring to a skill group queue.	MOST_IDLE，MOST_SKILLED，MOST_ACQUAINTED，CUSTOMIZED等
StrategyParams	string	No	The policy parameters for agent assignment when transferring to a skill group queue.	当分配策略为CUSTOMIZED时，本参数的内容为如下格式： { "functionId": "512fed64-e379-400f-a1a5-14d5730xxxxx", "functionName": "routing-strategy-test-2" }
TransfereeType	string	No	The destination type for the transfer. Valid values are AGENT, SKILL_GROUP, and EXTERNAL. If this parameter is not provided, the system determines the destination type based on the format of the target number. If inaccurate detection occurs, explicitly specify this parameter. Valid values: AGENT : Agent EXTERNAL : External Number SKILL_GROUP : Skill Group	SKILL_GROUP
RoutingType	string	No	The call assignment type. Valid values are Automatic or Manual. If this parameter is empty, the default value is Automatic, which is also the current system's default behavior. When Manual is selected, you must invoke APIs such as ClaimCall to assign the call to a specific agent. Valid values: Manual : Manual assignment Automatic : Automatic assignment	Automatic
Tags	string	No	Ingest endpoint data, primarily used for extension requirements. Regular users do not need to concern themselves with this.	a=b
QueuingTimeoutSeconds	integer	No	The queuing timeout period in seconds when the transfer target is a skill group queue.	10
QueuingOverflowThreshold	integer	No	The queuing overflow threshold when the transfer target is a skill group queue. The default value is 0, which means no overflow occurs.	0

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.	EEEE671A-3E24-4A04-81E6-6C4F5B39DF75
Params	array	List of response parameters.
	string	Response parameter.	无
Data	object	Data.
ContextId	integer	System auto increment ID. Customers do not need to concern themselves with this field.	103655
CallContext	object	Call context environment.
CallType	string	Call type. 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 COACH : Coaching	OUTBOUND
InstanceId	string	Instance ID.	ccc-test
JobId	string	Call ID.	job-6538214103685****
ChannelContexts	array<object>	List of call channels.
	object	Call channel.
Index	integer	Records the order in which this channel was created during the call.	10
ReleaseInitiator	string	The party that initiated the release of the call channel, indicating who hung up first.	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 callee 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 : held MUTED : muted	MONITORING
SkillGroupId	string	The skill group ID associated with the voice 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 the agent signed into.	skillgroup@ccc-test
Timestamp	integer	The UNIX timestamp of the most recent status change of the voice channel, in milliseconds.	1609138903315
ReleaseReason	string	The hang-up reason for the voice channel, indicating why the current voice channel was disconnected. The value comes from the response codes defined in the SIP protocol. Customers should refer to the SIP protocol to analyze the hang-up reason.	404 - No destination
CallType	string	The call type of the call channel.	OUTBOUND
JobId	string	The call ID.	job-6538214103685****
ChannelId	string	Channel ID.	ch:user:139xxxx0501->80326034:1609138902226:job-6538214103685****
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 time when the last heartbeat was received from the agent, in UNIX timestamp format with millisecond precision.	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 most recent time when the agent was reserved. Being reserved means an incoming call will be assigned to the agent shortly. The value is formatted as a UNIX timestamp in milliseconds.	1609136956378
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 as needed for their business. 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
Mobile	string	The agent's personal phone number.	1324730****
JobId	string	Call ID.	job-6538214103685****
UserState	string	Agent status. Valid values: READY : Ready 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": "EEEE671A-3E24-4A04-81E6-6C4F5B39DF75",
  "Params": [
    "无"
  ],
  "Data": {
    "ContextId": 103655,
    "CallContext": {
      "CallType": "OUTBOUND",
      "InstanceId": "ccc-test",
      "JobId": "job-6538214103685****",
      "ChannelContexts": [
        {
          "Index": 10,
          "ReleaseInitiator": "1390501****",
          "ChannelState": "ANSWERED",
          "Destination": "1390501****",
          "UserId": "agent@ccc-test",
          "ChannelFlags": "MONITORING",
          "SkillGroupId": "skillgroup@ccc-test",
          "Timestamp": 1609138903315,
          "ReleaseReason": "404 - No destination",
          "CallType": "OUTBOUND",
          "JobId": "job-6538214103685****",
          "ChannelId": "ch:user:139xxxx0501->80326034:1609138902226:job-6538214103685****",
          "UserExtension": "8032****",
          "Originator": "0830019****"
        }
      ]
    },
    "UserContext": {
      "Extension": "8032****",
      "Heartbeat": 1609136956378,
      "WorkMode": "ON_SITE",
      "DeviceId": "ACC-YUNBS-1.0.10-****",
      "UserId": "agent@ccc-test",
      "Reserved": 1609136956378,
      "BreakCode": "Warm-up",
      "InstanceId": "ccc-test",
      "OutboundScenario": false,
      "Mobile": "1324730****",
      "JobId": "job-6538214103685****",
      "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.