API standards and multilingual preset SDKs
The OpenAPI of this product (CCC/2020-07-01) uses the RPC signature style. We have encapsulated SDKs for common programming languages for developers. Developers can download the SDK to directly call this product's OpenAPI without worrying about technical details. If the existing SDK does not meet your needs, you can use the signature mechanism for self-signing integration. Since the details of self-signing are very complex, it may take around 5 business days. Therefore, we recommend joining our DingTalk service group (147535001692) and conducting signature integration under expert guidance.
Before using the API, you need to prepare your identity account and access key (AccessKey) to effectively access the API through client tools (such as SDK and CLI). For details, see Obtain an AccessKey.
Custom signature scenarios
If your business scenario has special requirements and you need to integrate the API through self-signing, we recommend consulting our technical support team first (DingTalk service group: 147535001692) to obtain professional guidance and ensure efficient integration.
Account and security preparation
Alibaba Cloud accounts have full administrative permissions over all resources. Once an AccessKey is compromised, all associated resources will be at risk of unauthorized access. To ensure security, it is recommended to create a RAM user with only API access permissions and configure its AccessKey, while configuring RAM policies based on the principle of least privilege (PoLP). Use the Alibaba Cloud account only in specific scenarios where Alibaba Cloud account permissions are explicitly required.
Permissions
|
API |
Title |
Description |
| ListPrivilegesOfUser | Obtain the agent's permission list | Invoke ListPrivilegesOfUser to obtain the permissions owned by the current User. |
| ListRoles | Obtain the role list | You can invoke ListRoles to obtain all roles under a specified instance. |
Instances
|
API |
Title |
Description |
| CreateInstance | Create Instance | Invoke CreateInstance to create a Cloud Contact Center instance. |
| GetInstance | Get Instance | Retrieves the details of a Cloud Contact Center instance. |
| ListInstances | Obtain the instance list | Invoke the ListInstances API to obtain the list of Cloud Contact Center instances under the current Alibaba Cloud account. |
| ListInstancesOfUser | Obtain the instance list to which the User belongs | You can invoke ListInstancesOfUser to obtain the list of Cloud Contact Center instances to which the User belongs. |
| ModifyInstance | Modify Instance | You can invoke ModifyInstance to modify a Cloud Contact Center instance. |
Numbers
|
API |
Title |
Description |
| AddPersonalNumbersToUser | Add multiple numbers to an agent | You can invoke AddPersonalNumbersToUser to add one or more personal outbound numbers to a specified agent under a specified instance. |
| AddPhoneNumbers | Add Phone Numbers | You can invoke AddPhoneNumbers to add one or more phone numbers to a specified instance. |
| AddPhoneNumberToSkillGroups | Add a phone number to multiple skill groups | You can invoke AddPhoneNumberToSkillGroups to associate a phone number with one or more skill groups under a specified instance. |
| ListOutboundNumbersOfUser | Obtain the outbound calling number list of an agent | `ListOutboundNumbersOfUser` retrieves the outbound numbers for a specified agent in a specified instance. |
| ListPersonalNumbersOfUser | Retrieve the list of personal phone numbers for an agent | You can invoke ListPersonalNumbersOfUser to obtain the list of personal outbound numbers for a specified agent under a specified instance. You can also use this API to retrieve the list of numbers that can be added as personal outbound numbers for an agent. |
| ListPhoneNumbers | Obtain Number List | You can invoke ListPhoneNumbers to obtain the phone number list under a specified instance. |
| ListPhoneNumbersOfSkillGroup | Retrieve the list of phone numbers for a skill group | You can invoke the ListPhoneNumbersOfSkillGroup API to obtain the list of phone numbers associated with a specified skill group under a specified instance. You can also use this API to query phone numbers that are not currently associated with the skill group but can be associated with it. |
| ListUnassignedNumbers | Obtain the list of unassigned numbers | You can invoke ListUnassignedNumbers to obtain the list of numbers under your Alibaba Cloud account that have not been assigned to an instance. |
| ModifyPhoneNumber | Modify Phone Number | You can invoke ModifyPhoneNumber to modify the information of a specified phone number under a specified instance, primarily to update the number's usage and the attached contact flow ID. |
| ImportCorpNumbers | Import your own line numbers | Imports your organization’s telephone line numbers. Before performing the first import, contact Cloud Contact Center technical support to add the numbers to the allowlist. |
| RemovePersonalNumbersFromUser | Delete multiple numbers associated with an agent | You can invoke RemovePersonalNumbersFromUser to delete one or more personal outbound numbers associated with a specified agent under a specified instance. |
| RemovePhoneNumberFromSkillGroups | Detach a phone number from multiple skill groups | You can invoke RemovePhoneNumberFromSkillGroups to delete the binding relationship between a specified phone number and one or more skill groups under a given instance. This operation removes only the association between the phone number and the skill groups, not the actual phone number itself. |
| RemovePhoneNumbers | Delete Phone Numbers | Removes one or more numbers from an instance. This action disassociates the numbers from the instance but does not permanently delete them. It also disassociates all associated resources, such as skill groups, contact flows, and agents. |
| RemovePhoneNumbersFromSkillGroup | Delete multiple numbers associated with a skill group | You can invoke RemovePhoneNumbersFromSkillGroup to delete the association between one or more phone numbers and a specified skill group under a given instance. |
Skill groups
|
API |
Title |
Description |
| AddNumbersToSkillGroup | Add multiple numbers to a skill group | You can invoke AddNumbersToSkillGroup to add one or more numbers to the same skill group. |
| AddUsersToSkillGroup | Add multiple agents to a skill group | You can invoke AddUsersToSkillGroup to add one or more agents to the same skill group. |
| CreateSkillGroup | Create a skill group | You can call CreateSkillGroup to create a skill group under a specified instance. |
| DeleteSkillGroup | Delete Skill Group | Invoke DeleteSkillGroup to delete the skill group associated with the specified skill group ID under the specified instance. |
| GetSkillGroup | Get Skill Group | You can invoke GetSkillGroup to obtain information about the skill group corresponding to a specified skill group ID under a specified instance. |
| ListBriefSkillGroups | Retrieve a summary list of skill groups | You can invoke ListBriefSkillGroups to obtain the list of skill group summary information under a specified instance. |
| ListSkillGroups | Retrieve the skill group list | You can invoke ListSkillGroups to obtain the list of skill groups under a specified instance. |
| ListSkillLevelsOfUser | Retrieve the skill group level list of an agent | You can use this API to retrieve the list of skill levels for skill groups associated with a specified agent under a specified instance. You can also use this API to query the list of skill groups that the agent can be associated with but is not currently associated with. |
| ModifySkillGroup | Modify Skill Group | You can invoke ModifySkillGroup to modify the information of a skill group associated with a specified skill group ID under a specified instance, primarily updating the skill group's display name and description. |
| ModifySkillLevelsOfUser | Modify multiple skill levels of an agent | Modify the skill level of a specified agent in one or more skill groups under a specified instance. |
| RemoveSkillGroupsFromUser | Delete multiple skill groups associated with an agent | You can invoke RemoveSkillGroupsFromUser to delete the association between one or more skill groups and a specified agent under a specified instance. |
Agents
|
API |
Title |
Description |
| ImportRamUsers | Import Agents from RAM | Import existing RAM users as contact center agents. |
| ChangeVisibility | Modify Agent Visibility | Changes an agent's status to invisible. This is equivalent to the outbound-only mode. |
| AddSkillGroupsToUser | Add multiple skill groups to an agent | You can invoke AddSkillGroupsToUser to add one or more skill groups to a specified agent under a specified instance. |
| AssignUsers | Import multiple agents | Call AssignUsers to import one or more RAM users into a specified instance. After the import, the RAM users become agents in the instance. |
| ChangeWorkMode | Change Agent Work Mode | You can invoke ChangeWorkMode to change the agent's work mode. |
| CreateUser | Create Agent | Call the CreateUser operation to create a new agent in a specified instance. |
| GetUser | Get agent | You can invoke GetUser to obtain the agent information corresponding to a specified agent ID under a specified instance. |
| ImportAdmins | Import multiple administrators | Imports one or more admins to a specified instance. The caller must have the `AliyunCCCFullAccess` permission, which you can grant in the RAM console. |
| ListDevices | Retrieve device list | Obtain the device list of a specified agent under a specified instance. |
| ListRamUsers | Obtain the Resource Access Management (RAM) User List | Lists RAM users that have not been imported into a specified instance. |
| ListUserLevelsOfSkillGroup | Obtain the agent Level List of a skill group | You can invoke the ListUserLevelsOfSkillGroup API to retrieve the list of agent skill levels under a specified skill group in a given instance. You can also use this API to retrieve the list of agents who can be associated with but are not currently associated with the specified skill group. |
| ListUsers | Obtain the agent list | Invoke ListUsers to obtain the agent list under a specified instance. |
| ModifyUser | Modify Agent | You can invoke ModifyUser to modify the information of a specified agent under a specified instance. You can modify the phone number, work mode, role, and agent ID. |
| ModifyUserLevelsOfSkillGroup | Modify the skill levels of multiple agents in a skill group | You can invoke ModifyUserLevelsOfSkillGroup to modify the skill levels of one or more agents under a specified skill group in a specified instance. |
| RegisterDevice | Register Device | Registers a Session Initiation Protocol (SIP) device with a specified agent in an instance. A SIP device can be a physical SIP phone or a softphone. |
| RegisterDevices | Register multiple devices | Registers one or more SIP devices to specified agents in an instance. A SIP device can be a SIP phone or a SIP softphone. |
| RemoveUsers | Delete Agents | You can invoke RemoveUsers to delete one or more agents from a specified instance. This operation only detaches the RAM accounts from the instance and removes the agents mapped to those RAM accounts from the instance. It does not delete the RAM accounts themselves. |
| RemoveUsersFromSkillGroup | Delete multiple agents associated with a skill group | You can invoke RemoveUsersFromSkillGroup to delete the association between one or more agents and a specified skill group under a specified instance. This operation only removes the association between the skill group and the agents and does not delete the agents themselves. |
| ResetAgentState | Reset agent status | Resets the state of a specific agent in a specific instance. |
| ResetUserPassword | Reset Agent Password | Invoke ResetUserPassword to reset the logon password of a specified agent under a specified instance. In practice, agents do not have logon passwords; this operation actually modifies the logon password of the RAM account associated with the agent. This is typically used in scenarios where a customer service representative forgets the logon password of their RAM account. |
| UnregisterDevice | Delete registered device | You can invoke UnregisterDevice to delete the device registration record of a specified agent under a specified instance. After deletion, the SIP phone or SIP softphone associated with the agent becomes inactive. |
Call management
|
API |
Title |
Description |
| AnswerCall | Answer a call | You can invoke AnswerCall to answer the call associated with a specified call ID under a specified instance. |
| BargeInCall | Force Insert Call | You can invoke BargeInCall to forcibly insert into an ongoing call associated with a specified call ID under a specified instance. After the forced insertion succeeds, the original two-party call becomes a three-party conference call. |
| BlindTransfer | Direct call transfer | Directly transfer a call to another agent, a skill group queue, or an external number. Direct transfer is also known as blind transfer or single-step transfer. |
| CancelAttendedTransfer | Cancel consultation transfer | You can invoke the CancelAttendedTransfer API to cancel an attended transfer. You can call this API at any time after initiating the attended transfer and before completing it, even if the transferee has already answered the call. |
| CoachCall | Coaching call | 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. |
| CompleteAttendedTransfer | Complete consultation transfer | You can invoke CompleteAttendedTransfer to complete a consultative transfer. |
| EndConference | Leave Meeting | You can invoke EndConference to make the specified agent exit the call associated with the specified call ID under the specified instance. The call must be in a conference state. |
| GetNumberLocation | Obtain Number Location Information | Invoke the GetNumberLocation API to obtain number location information. |
| HoldCall | Hold call | 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. |
| InitiateAttendedTransfer | Initiate Consultation Transfer | 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. |
| InterceptCall | 强拆通话 | You can invoke InterceptCall to forcibly disconnect the call associated with a specified call ID under a given instance. The call must be in the listener state, and the forced disconnection must be initiated by the listener. After the forced disconnection succeeds, the agent who was originally talking with the customer will be disconnected, and the agent who initiated the forced disconnection will replace the original agent and continue the conversation with the customer. |
| LaunchAuthentication | Initiate IVR Identity Verification | You can invoke LaunchAuthentication to temporarily transfer a call into a specified IVR flow. After invoking this API, the call enters an IVR interaction phase, which is commonly used for identity verification operations. |
| LaunchSurvey | Initiate a satisfaction survey | Invoke LaunchSurvey to send a satisfaction survey. This operation causes the agent to hang up. If it is a voice-based satisfaction survey, the customer enters the IVR satisfaction survey flow after the agent hangs up and completes the satisfaction collection within the IVR flow. If it is an SMS-based satisfaction survey, the call ends and the customer receives a satisfaction survey text message. |
| MakeCall | Initiate a call | You can invoke MakeCall to initiate a call. The callee can be an internal agent or an external customer. |
| MonitorCall | Listen to a call | You can invoke MonitorCall to listen to a call associated with a specified call ID under a specified instance. The call must be in a state where both the agent and the customer are normally connected, and the agent initiating the listening must have permission to monitor the target agent. |
| MuteCall | Mute Call | You can invoke MuteCall to mute the call associated with a specified call ID under a specified instance. This operation can only be invoked by an agent who is in a talking state, and the agent can only mute themselves. After the agent mutes themselves, the customer will no longer hear the agent's voice. |
| PickOutboundNumbers | Select an outbound number | You can invoke PickOutboundNumbers to select an appropriate caller number based on the provided callee number. The number selection logic is controlled by an Intelligent algorithm. |
| PollUserStatus | Polling agent status | Polls the agent status of a specified agent under a specified instance. This operation is typically invoked by the frontend agent Workbench to synchronize agent status. |
| ReadyForService | Agent Ready | You can invoke ReadyForService to make a specified agent under a specified instance ready. After becoming ready, the agent enters the idle status. |
| RedialCall | Redial | Redial the number in the desensitized call record |
| ReleaseCall | Hang up a call | You can invoke ReleaseCall to hang up the call associated with a specified call ID under a specified instance. The invoker must be an agent and currently in a call. |
| RetrieveCall | Retrieve a call | You can invoke RetrieveCall to retrieve a call associated with a specified call ID under a specified instance. The call must be on hold for the retrieve operation to be performed. |
| SaveRTCStatsV2 | Report Agent-Side WebRTC Statistics Information | Invoke SaveRTCStatsV2 to report Web Real-Time Communication (WebRTC) voice transmission statistics information from the agent side. This API is not relevant for regular customers. |
| SaveTerminalLog | Save Agent-Side Log Information | Invoke the SaveTerminalLog API to report agent-side log information. Regular customers do not need to be concerned with this API. |
| SaveWebRtcInfo | Report WebRTC Status Information | Invoke the SaveWebRtcInfo API to report WebRTC call status information from the agent side, including call quality monitoring data, for backend statistics and monitoring. Customers do not need to concern themselves with this API. |
| SaveWebRTCStats | Report Agent-Side WebRTC Statistics Information | Invoke the SaveWebRTCStats API to report Web Real-Time Communication (WebRTC) voice transmission statistics information from the agent side. Regular customers do not need to concern themselves with this API. |
| SendDtmfSignaling | Send DTMF information | You can invoke SendDtmfSignaling to send DTMF keypress information during a call. |
| SignInGroup | Sign in to a skill group | You can invoke SignInGroup to sign an agent into a specified skill group under a specified instance, which is the operation for publishing the agent online. |
| SignOutGroup | Check out of a skill group | You can call SignOutGroup to check out an agent from the skill group they are currently signed into, which is equivalent to performing an unpublish operation for the agent. |
| StartBack2BackCall | Initiate a dual-call | You can invoke StartBack2BackCall to initiate a back-to-back call. |
| StartConference | Initiate a conference call | You can invoke StartConference to initiate a conference. |
| StartPredictiveCall | Initiate a predictive outbound call | Invoke StartPredictiveCall to initiate predictive outbound calling. |
| StartPrivacyCall | Initiate a privacy call | Starts a privacy call. |
| SwitchToConference | Transfer to conference | You can invoke SwitchToConference to switch the status of a specified call under a specified instance to a three-party conference. This is typically used in scenarios where a consultation is converted into a conference. |
| TakeBreak | Break | You can invoke TakeBreak to set a specified agent in a specified instance to the break state. |
| UnmuteCall | Cancel call mute | \[responses_200_schema_properties_Data_properties_UserContext_properties_UserState_type]string |
Predictive outbound calls
|
API |
Title |
Description |
| ModifyCampaignNumbers | Modify the caller number of a predictive outbound call campaign | Modifies the calling numbers for a batch prediction outbound campaign. |
| AbortCampaign | Stop Predictive Outbound Calling Activity | Invoke AbortCampaign to stop the predictive outbound calling Activity corresponding to the specified Activity ID under the specified instance. |
| AddCases | Add Predictive Outbound Call List | Invoke AddCases to add an outbound call list to a predictive dialing activity identified by a specified ID under a specified instance. |
| AppendCases | Append Predictive Outbound Call List | Adds cases to a predictive campaign in a specified instance. |
| CreateCampaign | Create a predictive outbound calling activity | You can invoke CreateCampaign to create a predictive outbound calling activity under a specified instance. |
| GetCampaign | Retrieve a predictive dialing Activity | Gets a predictive outbound campaign by its ID from a specified instance. |
| GetCaseFileUploadUrl | Obtain Upload Parameters for Predictive Outbound Calling List | Invoke GetCaseFileUploadUrl to obtain the OSS upload parameters for a predictive outbound calling list file under a specified instance. When creating a predictive outbound calling Activity by importing a file, you must first invoke this API to retrieve the file upload parameters and then invoke the CreateCampaign API. |
| GetHistoricalCampaignReport | Obtain Historical Data Report for Predictive Outbound Call Activity | You can invoke the GetHistoricalCampaignReport API to retrieve the historical data report of a predictive outbound calling activity corresponding to a specified ID under a specified instance. |
| GetRealtimeCampaignStats | Retrieve real-time agent status for a predictive outbound dialing activity | You can invoke GetRealtimeCampaignStats to retrieve real-time agent status data for a predictive outbound calling Activity with a specified ID under a specified instance. |
| ListAttempts | Retrieve contact dialing record List | You can invoke ListAttempts to obtain the list of contact dialing records for a specified predictive outbound calling Activity under a specified instance. |
| ListCampaigns | List predictive dialing campaigns | Calls ListCampaigns to obtain the list of predictive dialing campaigns under a specified instance. |
| ListCampaignTrendingReport | Obtain the predictive outbound dialing activity trend report | Obtain the trend report of the predictive outbound calling activity with the specified ID under the specified instance. |
| ListCases | Retrieve predictive outbound dialing list | Invoke ListCases to obtain the execution details list of the outbound contact list for the predictive dialing Activity corresponding to the specified ID under the specified instance. |
| PauseCampaign | Pause Predictive Outbound Calling Activity | Invoke PauseCampaign to pause the predictive outbound calling Activity corresponding to the specified ID under the specified instance. |
| ResumeCampaign | Recover Predictive Outbound Calling Activity | Invoke ResumeCampaign to recover the predictive outbound calling Activity corresponding to the specified ID under the specified instance. |
| UpdateCampaign | Modify outbound call activity | Updates outbound campaign parameters. |
| SubmitCampaign | Start Predictive Outbound Calling Activity | Invoke SubmitCampaign to start the predictive outbound calling activity corresponding to the specified ID under the specified instance. |
Reports
|
API |
Title |
Description |
| GetIvrTrackingSummary | Obtain IVR trajectory summary | Retrieve the IVR tracking summary. |
| ListIntervalAgentSkillGroupReport | Obtain grouped agent segment statistical report | Retrieves the interval-based statistical report for a specified agent in a specified instance. |
| ListHistoricalAgentSkillGroupReport | Retrieve Historical Data Report for Group Agents | You can call ListHistoricalAgentSkillGroupReport to retrieve historical skill group reports for one or more agents in a specified instance. |
| GetCallDetailRecord | Obtain call details | You can invoke the GetCallDetailRecord operation to retrieve call details for a specific call ID within a specific instance. |
| GetConversationDetail | Obtain Conversation Details | Call GetConversationDetail to obtain the conversation details for the call corresponding to the specified contact ID within the specified instance. The instance and skill group must have quality inspection push enabled to obtain these details. |
| GetHistoricalCallerReport | Retrieve Historical Inbound Call Report | Invoke GetHistoricalCallerReport to retrieve the historical inbound call report for a specified calling number under a specified instance. |
| GetHistoricalInstanceReport | Retrieve Historical Instance Data Report | You can invoke GetHistoricalInstanceReport to obtain the historical data report for a specified instance. |
| GetInstanceTrendingReport | Obtain instance trend report | You can call GetInstanceTrendingReport to retrieve the trend report for a specified instance. |
| GetRealtimeInstanceStates | Get real-time instance status | You can invoke GetRealtimeInstanceStates to obtain the real-time status of a specified instance. |
| ListAgentStateLogs | Retrieve Agent Status Log List | Invoke ListAgentStateLogs to obtain the status log list of a specified agent under a specified instance. Note that this API will soon expire. Use the override API ListRealtimeAgentStates instead. |
| ListCallDetailRecords | Obtain call detail list | You can invoke ListCallDetailRecords to obtain a list of call details filtered by specified search conditions under a specified instance. This API is no longer iteratively updated. We recommend that you use the ListCallDetailRecordsV2 API instead. |
| ListCallDetailRecordsV2 | Obtain Call Detail List | Retrieves call details from a specified instance that match the search criteria. |
| ListHistoricalAgentReport | Retrieve Agent Historical Data Report | You can invoke ListHistoricalAgentReport to obtain the Historical Data report for one or more agents under a specified instance. |
| ListHistoricalSkillGroupReport | Obtain skill group Historical Data Report | You can invoke ListHistoricalSkillGroupReport to obtain historical data reports for one or more skill groups under a specified instance. |
| ListIntervalAgentReport | Retrieve Agent Segment Statistical Report | You can invoke ListIntervalAgentReport to obtain the segment statistical report of a specified agent under a specified instance. |
| ListIntervalInstanceReport | Retrieve instance segment statistical report | You can invoke ListIntervalInstanceReport to obtain the segment statistical report for a specified instance. |
| ListIntervalSkillGroupReport | Obtain skill group segment statistical report | You can invoke ListIntervalSkillGroupReport to obtain the segment-based statistical report of a specified skill group under a specified instance. |
| ListIvrTrackingDetails | Retrieve IVR Trace Details List | Invoke ListIvrTrackingDetails to obtain the IVR tracking details of a specified call under a specified instance. |
| ListRealtimeAgentStates | Obtain real-time agent status report | You can invoke ListRealtimeAgentStates to obtain a real-time status data report for one or more specified agents in a specified instance. |
| ListRealtimeSkillGroupStates | Retrieve real-time skill group status report | You can invoke ListRealtimeSkillGroupStates to obtain the real-time skill group status report for a specified instance. |
| ListRecentCallDetailRecords | Retrieve the list of recent call records for agents | You can invoke ListRecentCallDetailRecords to obtain the list of recent call detail records for agents mapped to the current Resource Access Management (RAM) user under the specified instance. |
| ListAgentStates | Obtain the agent status list | You can invoke the ListAgentStates API to retrieve a list of agent statuses under a specified instance, filtered by specified conditions. This API is available only to specific Users. Other Customers are not recommended to invoke it. |
| ListAgentSummaryReportsSinceMidnight | Retrieve the list of agent summary data | You can invoke the ListAgentSummaryReportsSinceMidnight API to retrieve agent historical data reports under a specified instance, filtered by given conditions. The statistics cover data from 00:00 of the current day up to the current time. This API is available only to specific users; other customers are not recommended to invoke it. |
| ListLegacyAgentEventLogs | Obtain legacy agent event log list | You can invoke ListLegacyAgentEventLogs to obtain the list of 1.0 legacy agent event logs. This API is available only to specific Users, and other Customers are not recommended to invoke it. |
| ListLegacyAgentStatusLogs | Obtain the list of legacy agent status logs | You can invoke ListLegacyAgentStatusLogs to obtain the list of legacy agent status logs for version 1.0. This API is available only to specific Users, and other Customers are not recommended to invoke it. |
| ListLegacyQueueEventLogs | Retrieve the list of legacy queue event logs | You can invoke ListLegacyQueueEventLogs to obtain the list of 1.0 legacy queue event logs. This API is available only to specific Users, and other Customers are not recommended to invoke it. |
| ListSkillGroupStates | Obtain the skill group status list | You can invoke the ListSkillgroupStates API to obtain the status list of specified skill groups under a specified instance. This API is only available to specific Users, and other Customers are not recommended to invoke it. |
| ListSkillGroupSummaryReportsSinceMidnight | Retrieve the list of skill group overview data | The `ListSkillgroupSummaryReportsSinceMidnight` operation retrieves historical summary reports, filtered by specified conditions, for skill groups in a specified instance. The report contains data from 00:00 (midnight) today to the time of the request. This operation is available to specific users only. |
| ListVoicemails | Retrieve Voice Mailbox List | You can call the ListVoicemails operation to retrieve a list of voicemails for a specified instance. |
| ListGroupChatMessages | Query message list | Retrieves the records of group chat messages. |
Recordings
|
API |
Title |
Description |
| RestoreArchivedRecordings | Restore Recording Files | Restores call recordings for the specified instance. |
| GetMonoRecording | Obtain Single-Track Recording | You can invoke GetMonoRecording to obtain the single-track recording of a specified call under a specified instance. A single-track recording contains only one audio track, with both the agent-side and customer-side recordings merged into the same track in WAV format. |
| GetMultiChannelRecording | Obtain Multi-Track Recording | You can invoke GetMultiChannelRecording to obtain the multi-track recording of a specified call under a specified instance. In the multi-track recording, the agent's and customer's audio are distributed across different sound channels. During each playback, only one sound channel can be played, meaning you can hear only one party's voice. The format is MKV. |
| GetVoicemailRecording | Get Voicemail Recording | You can invoke GetVoicemailRecording to obtain the voicemail recording of a specified call under a specified instance. The recording is single-track and in WAV format. |
| GetEarlyMediaRecording | Obtain Early Media Audio of a Call | Retrieve early-media audio recordings for a call in a specified Cloud Contact Center instance. |
| ListMultiChannelRecordings | Retrieve the multi-channel recording list | Call ListMultiChannelRecordings to retrieve the multi-channel recordings for each party in a specified call and instance. Each party has a call channel that corresponds to a multi-channel recording in MKV format. |
| ListMonoRecordings | Obtain the single-track recording list | Call ListMonoRecordings to retrieve single-track recordings for each party in a specified call under a specified instance. During a call, each party has a channel, and each channel generates a combined track recording in WAV format. |
Audio
|
API |
Title |
Description |
| CreateAudioFile | Create Audio File | You can invoke CreateAudioFile to create an audio resource under a specified instance. The created audio resource can be used in the instance, such as selecting the audio file for playback during IVR. |
| DeleteAudioFile | Delete an audio file | You can invoke DeleteAudioFile to delete the audio file associated with a specified audio resource ID under a specified instance. |
| GetAudioFile | Get Audio File | Invoke GetAudioFile to obtain the audio file information corresponding to a specified audio resource ID under a specified instance. |
| GetAudioFileDownloadUrl | Obtain Audio File Download Link | Invoke GetAudioFileDownloadUrl to obtain the OSS download link for a specified audio resource under a specified instance. |
| GetAudioFileUploadParameters | Obtain Audio File Upload Parameters | Invoke the GetAudioFileUploadParameters API to obtain audio file upload parameters. Before creating an audio file, you must first call this API to retrieve the upload parameters and then call CreateAudioFile to create the audio file. This API is typically invoked by the default public cloud CRM system provided by Cloud Contact Center. It is not recommended for integration customers to call this API directly, because file upload must be performed through a Page operation first; only after the upload is complete can the GetAudioFileUploadParameters API be called. |
| ListAudioFiles | Obtain Audio File List | Invoke ListAudioFiles to obtain the list of audio files under a specified instance. |
| ModifyAudioFile | Modify an audio file | You can invoke ModifyAudioFile to modify the audio file associated with a specified audio resource ID under a given instance. You can update the audio file name, display name, and the OSS key of the audio file. |
Configuration
|
API |
Title |
Description |
| GetLoginDetails | Obtain logon information | Invoke GetLoginDetails to obtain the agent's logon information, including basic agent information, server address information, authentication information, and more. This API can only be invoked by the agent themselves; administrators are not permitted to invoke it on behalf of others. |
| GetTurnCredentials | Obtain access point credentials | Call GetTurnCredentials to get the connection credentials for a Cloud Contact Center Point of Presence (PoP). These credentials include a username and password for authentication. Connecting to Cloud Contact Center through a PoP improves network quality and stability. |
| GetTurnServerList | Obtain the access point list | Call GetTurnServerList to get a list of front-end access points for Alibaba Cloud Contact Center. Connecting through these access points improves network quality and stability. |
| ListConfigItems | Obtain the configuration item list | Retrieves the config items for a specified instance. |
| UpdateConfigItems | Update Configuration Items | Use the UpdateConfigItems operation to add or modify configuration items for an instance, such as hiding the caller ID for inbound calls or allowing agents to hang up. |
IM
|
API |
Title |
Description |
| ListVisitorChatMessages | Retrieve visitor chat records | You can use ListVisitorChatMessages to retrieve visitor chat records. |
| GetChatRoutingProfile | Obtain Session Transfer Configuration | Use GetChatRoutingProfile to retrieve the chat routing configuration. |
| UpdateChatRoutingProfile | Update session transfer configuration | You can use UpdateChatRoutingProfile to configure session transfers. |
| ListWaitingChats | Retrieve chats in a queue | The ListWaitingChats operation allows agents to retrieve chats that are waiting in a queue to be assigned or claimed. |
| ClaimChat | Claim Chat | You can call ClaimChat to claim the chat for a specified Job ID in a specified instance. |
| ReleaseChat | End Chat | The ReleaseChat operation ends the current chat. |
| StartChat | Initiate Chat | Starts a chat session. |
| RejectChat | Deny Chat | Rejects a chat assigned to an agent. |
| GetVisitorLoginDetails | Obtain Visitor Logon Information | Call GetVisitorLoginDetails to retrieve login, server address, and authentication information for network service visitors. |
| AcceptChat | Accept Chat | Call this operation to accept a chat. |
Tickets
|
API |
Title |
Description |
| FinishTicketTask | Ticket Processing | Use the FinishTicketTask operation to process tickets. |
| UpdateTicket | Update ticket information | UpdateTicket updates the content of a ticket. |
| GetTicket | Retrieve ticket | Retrieves information about a specific ticket. |
| ListCommonTicketFields | Retrieve ticket field definitions | Retrieves the ticket field types that are defined for an instance. |
| TerminateTicket | Close ticket | Closes a ticket. |
| GetTicketSummaryReport | Obtain ticket processing data | You can call GetTicketSummaryReport to retrieve a summary of ticket statuses. |
| ResubmitTicket | Resubmit a ticket | You can use the ResubmitTicket API to resubmit a rejected or returned ticket. |
| DeleteTicketTemplate | Delete ticket template | Deletes a specified ticket template. |
| RejectTicket | Return Ticket | Use the RejectTicket operation to reject a ticket. The ticket creator can add information to a rejected ticket and then resubmit it. |
| DisableTicketTemplate | Unpublish Ticket Template | Use the DisableTicketTemplate operation to disable a ticket template. A disabled template cannot be selected when you create a new ticket. |
| WithdrawTicket | Revoke Ticket | You can use WithdrawTicket to withdraw a ticket. |
| ListTickets | Obtain ticket list | Retrieves a list of tickets for an instance. |
| TransferTicketTask | Ticket Assignment | You can call TransferTicketTask to transfer a ticket to another user. |
| DeleteTicket | Delete ticket | Deletes a specified ticket. |
| EnableTicketTemplate | Publish Ticket Template | The EnableTicketTemplate operation publishes a ticket template. Published ticket templates can be used to create tickets. |
| AddTicketTask | Add Signatory to Ticket | Use AddTicketTask to add a signature and assign an assignee. |
| ListTicketTemplates | Obtain ticket template list | Retrieves a list of ticket templates. |
| CreateTicket | Create Ticket | Use CreateTicket to create a ticket. |
| ListCategories | Obtain categories | You can use ListCategories to retrieve category information. |
| GetTicketTemplate | Retrieve ticket template | Call GetTicketTemplate to retrieve ticket template definitions. |
Inbound call control
|
API |
Title |
Description |
| AddBlacklistCallTagging | Add Blacklist Label to Number | Adds a blacklist tag to a specified phone number. You can use this feature with your Interactive Voice Response (IVR) settings to block frequent harassing calls. |
| CreateCallTags | Create Multiple Call Tags | You can invoke CreateCallTags to create multiple call tags under a specified instance. |
| CreateCustomCallTagging | Create Multiple Inbound Number Tags | You can invoke CreateCustomCallTagging to create one or more inbound number tags under a specified instance. |
| DeleteCallTag | Delete a phone number tag | You can invoke DeleteCallTag to delete a phone number tag under a specified instance. |
| DeleteCustomCallTagging | Delete inbound number tag | You can invoke DeleteCustomCallTagging to delete the inbound number tag associated with a specified number under a specified instance. |
| ExportCustomCallTagging | Export Inbound Number Tags | You can invoke ExportCustomCallTagging to export all inbound number tags under a specified instance. |
| ImportCustomCallTagging | Import Inbound Number Marks | You can invoke ImportCustomCallTagging to import multiple inbound number tags into a specified instance. |
| ListBlacklistCallTaggings | Obtain the blacklist tagging status of numbers | Queries the blacklist tag status of specified numbers in a batch. |
| ListCallTags | Obtain the List of Number Tags | You can invoke ListCallTags to obtain all number tags under a specified instance. |
| ListCustomCallTagging | Obtain the list of inbound number tags | You can invoke ListCustomCallTagging to obtain the list of inbound number marks under a specified instance. |
| ModifyCustomCallTagging | Modify Inbound Number Mark | You can invoke ModifyCustomCallTagging to modify the description and attached number tags of an inbound number mark for a specified number under a specified instance. |
| RemoveBlacklistCallTagging | Remove Number Blacklist Label | Removes the blacklist tag from a specified phone number. |
Outbound call control
|
API |
Title |
Description |
| ExportDoNotCallNumbers | Export Do-Not-Call Numbers | The ExportDoNotCallNumbers operation exports a filtered list of do-not-call numbers from a specified instance. |
| GetDoNotCallFileUploadParameters | Obtain Upload Parameters for Do-Not-Call File | Invoke GetDoNotCallFileUploadParameters to obtain the upload parameters for a do-not-call file. When importing prohibited outbound call numbers through a file, you must first invoke this API to upload the do-not-call number file to the public OSS space of Cloud Contact Center, and then invoke ImportDoNotCallNumbers to execute the import. |
| ImportDoNotCallNumbers | Import Do-Not-Call Numbers | Imports one or more do-not-call numbers to a specified instance. You can import numbers by manual entry or file upload. |
| ListDoNotCallNumbers | Retrieve the Do Not Call number list | Retrieves the list of prohibited outbound call numbers under a specified instance, filtered by specified search conditions. |
| RemoveDoNotCallNumbers | Delete Do Not Call Numbers | You can invoke RemoveDoNotCallNumbers to delete one or more Do Not Call number configuration items under a specified instance. |
SMS
|
API |
Title |
Description |
| ListFlashSmsSettings | Obtain the flash SMS skill group configuration | Call the ListFlashSmsSettings operation to retrieve the flash SMS configurations for a specified skill group. |
| ListFlashSmsApplications | Obtain flash message Configuration Information | You can use ListFlashSmsApplication to obtain third-party flash SMS configuration information. |
| ListFlashSmsTemplates | Obtain flash SMS template information | Use ListFlashSmsTemplates to retrieve flash SMS template information. |
| ListSmsMetadata | Obtain text message configuration details | Queries the details of SMS configurations. |
IVR
|
API |
Title |
Description |
| CreateContactFlow | Create Contact Flow | Creates an IVR flow. |
| ListContactFlows | Retrieve contact flow list | Call ListContactFlows to retrieve the IVR contact flows for a specified instance. |
| GetContactFlow | Retrieve a specified contact flow | Retrieve a specified contact flow. |
| StartEditContactFlow | Create a contact flow draft | Start editing a contact flow and generate a draft version. |
| CommitContactFlow | Submit Contact Flow | Commits a contact flow. |
| PublishContactFlow | Publish contact flow | Publishes a contact flow. |
| DiscardEditingContactFlow | Revoke Contact Flow Editing | Revoke contact flow editing and discard the associated draft. |
| DeleteContactFlow | Delete Contact Flow | Deletes the specified contact flow. |
Agent assist
|
API |
Title |
Description |
| GetSummaryTemplate | Retrieve session summary template | Retrieves the content of a session summary template. |
| UpdateCallSummary | Update session summary | Updates a call summary. |
| CreateCallSummary | Create a session summary | Use the CreateCallSummary operation to create a call summary. |
| ListCallSummaries | Retrieve session summary | Use the ListCallSummaries operation to retrieve call summaries. |
| AnalyzeConversation | Analyze Conversation Content | Analyze the specified text-based conversation content and extract summary-related information, such as the title, keywords, summary, and other specified details. |
| AddFeedback | AI Summary Rating | You can use the AddFeedback API to evaluate and rate AI features. |
Quality inspection
|
API |
Title |
Description |
| GetUploadAudioDataParams | Obtain Parameters Related to Offline Quality Inspection Audio Files | Obtain the parameters related to offline quality inspection audio files. Normally, if the Customer has configured the quality inspection feature in Cloud Contact Center, the audio files requiring offline quality inspection and their corresponding parameters are automatically passed to Intelligent Quality Inspection. You only need to invoke this API to obtain the parameters for pushing quality inspection recordings when the Customer has not configured the quality inspection feature in Cloud Contact Center and wishes to manually push Cloud Contact Center call recordings to the quality inspection system. |
Others
|
API |
Title |
Description |
| ListFeedbacks | Query feedback records | Queries feedback records. |
| ClaimCall | ClaimCall | Call the `ClaimCall` API to assign a call to an agent. |
| ListNotificationRecords | Query alert delivery records using non-MQ methods | Query notification records that were not sent using Message Queue (MQ). |
| UpdateSubscription | Configure message subscription | Use the UpdateSubscription operation to configure message subscriptions. |
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