PollUserStatus-阿里云帮助中心

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.

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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	The instance ID.	ccc-test
UserId	string	No	The agent ID.	agent@ccc-test
DeviceId	string	No	The Device ID. This parameter is meaningless and can be filled with any value.	device

Response elements

Element	Type	Description	Example
	object
Code	string	The 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.	103655
CallContext	object	Call context environment.
CallType	string	Call type. Valid values: INBOUND : Inbound BARGE : Barge CONSULTANT : Consultant 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	Auto-incremented system ID. 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	CREATED
Destination	string	Callee of the call channel.	1390501****
UserId	string	The agent ID associated with the voice channel. This field is empty if the channel belongs to a customer.	agent@ccc-test
ChannelFlags	string	Call channel flags. Valid values: COACHING : Coaching MONITORING : Monitoring MONITORED : Monitored COACHED : Coached HOLD : Hold MUTED : Muted	MONITORING
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 first skill group 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 hang-up reason for the call channel, indicating why the current call 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 channel. Valid values: INBOUND : Inbound BARGE : Barge-in CONSULTANT : Consultation CONFERENCE : Conference MONITOR : Listener INTERNAL : Internal call OUTBOUND : Outbound INTERCEPT : Intercept BACK2BACK : Two-party call PREDICTIVE : Predictive outbound call COACH : Coaching	OUTBOUND
ChannelVariables	string	Channel-associated data.	123
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 voice channel.	8032****
Originator	string	The calling party of the call channel.	0830019****
CallVariables	string	Ingest endpoint data. Custom data passed through SIP signaling.	a=b;c=d
UserContext	object	Agent context environment.
Extension	string	Agent extension number.	8032****
Heartbeat	integer	The time when the last heartbeat was received from the agent, in Unix timestamp format, in milliseconds.	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) indicating when the agent was most recently reserved. Being reserved means an incoming call will soon be assigned to the agent.	1609136956378
BreakCode	string	Break status code, which can be either System-defined or Customer-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 Customer-defined status codes, and 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
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	BREAK
SignedSkillGroupIdList	array	List of skill group IDs that the agent has signed into.
	string	Skill group ID.	skillgroup1@ccc-test
ParallelJobList	array<object>	Chat sessions currently being handled or already handled by the agent
	object
JobId	string	Session ID.	job-6538214103685****
Status	string	The agent's status in this session. Enumeration values: RINGING TALKING RELEASED (End) MISSED (Missed)	RINGING
Timestamp	integer	The time when the status changed.	1609136956378
ChatContexts	array<object>	Session context environment.
	array<object>
InstanceId	string	Instance ID.	ccc-test
JobId	string	Call job ID.	chat-65382141036853491
ChatType	string	Session type.	INBOUND
CallVariables	string	Ingest endpoint data.	无
Members	array<object>	Information about the agents and customers participating in this chat session.
	object
Index	integer	System auto increment ID. Customers do not need to concern themselves with this value.	1
UserId	string	Agent ID.	agent@ccc-test
UserType	string	User type. Enumeration values: CUSTOMER: Customer AGENT: Agent	Manager
Status	string	The status of the agent in this session. Enumeration values: RINGING TALKING RELEASED (End) MISSED (Missed)	RINGING
SkillGroupId	string	Skill group ID.	a527a80a-75cf-448f-aba0-fca37c61946d
ReleaseInitiator	string	The party that initiated the hang-up.	User
ReleaseReason	string	The hang-up reason for the call channel, indicating why the current call channel was terminated. The value is derived from the response codes defined in the SIP protocol. Customers should refer to the SIP protocol for analysis of the hang-up reason.	无

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": 1,
          "ReleaseInitiator": "1390501****",
          "ChannelState": "CREATED",
          "Destination": "1390501****",
          "UserId": "agent@ccc-test",
          "ChannelFlags": "MONITORING",
          "SkillGroupId": "skillgroup@ccc-test",
          "Timestamp": 1609138903315,
          "ReleaseReason": "404 - No destination",
          "CallType": "OUTBOUND",
          "ChannelVariables": "123",
          "JobId": "job-6538214103685****",
          "ChannelId": "ch:user:1390501****->8032****:1609138902226:job-653821410368****",
          "UserExtension": "8032****",
          "Originator": "0830019****"
        }
      ],
      "CallVariables": "a=b;c=d"
    },
    "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": "BREAK",
      "SignedSkillGroupIdList": [
        "skillgroup1@ccc-test"
      ],
      "ParallelJobList": [
        {
          "JobId": "job-6538214103685****\n",
          "Status": "RINGING",
          "Timestamp": 1609136956378
        }
      ]
    },
    "ChatContexts": [
      {
        "InstanceId": "ccc-test",
        "JobId": "chat-65382141036853491\n",
        "ChatType": "INBOUND",
        "CallVariables": "无",
        "Members": [
          {
            "Index": 1,
            "UserId": "agent@ccc-test\n",
            "UserType": "Manager",
            "Status": "RINGING",
            "SkillGroupId": "a527a80a-75cf-448f-aba0-fca37c61946d",
            "ReleaseInitiator": "User",
            "ReleaseReason": "无"
          }
        ]
      }
    ]
  }
}

Error codes

HTTP status code	Error code	Error message
400	Parameter.Blank	The parameter %s may not be null or blank.
404	NotExists.InstanceId	The specified instance %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.