StartBack2BackCall-阿里云帮助中心

You can invoke StartBack2BackCall to initiate a back-to-back call.

Operation description

A back-to-back call differs from a traditional two-party call in that the caller does not directly call the callee. Instead, a Back-to-Back Agent is used. The Back-to-Back Agent first calls the caller, and after the connection is established, it calls the callee and then joins both parties into a single conference. In this mode, because all message streams of each call pass through the Back-to-Back Agent, the service provider (SP) can offer value-added services such as call timing, call recording, and number masking.

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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
Caller	string	Yes	Caller number.	1391814****
Callee	string	Yes	The callee number.	1372168****
TimeoutSeconds	integer	No	The timeout for the dual-call, in seconds. If the call is not answered within the specified time, it will be automatically disconnected. This parameter is optional and defaults to 30 seconds.	30
Broker	string	Yes	The intermediate number, which must be an active outbound number under the instance. This number is used to sequentially call the caller and the callee in a double-call scenario.	0102157****
AdditionalBroker	string	No	Additional intermediate number. If this parameter is provided, the intermediate number specified by the Broker parameter is used to call the caller, and the number specified by this parameter is used to call the callee. This parameter is optional and defaults to empty.	0102156****
Tags	string	No	Ingest endpoint data. It must not exceed 128 bytes and is primarily used for extension purposes. Ordinary customers do not need to concern themselves with it.	无

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.	26A34338-5CD9-4C95-A7A6-5BDCE76C6B94
Params	array	List of response parameters.
	string	Response parameter.	无
Data	object	Data.
CallContext	object	The call context environment.
CallType	string	The 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 Call PREDICTIVE : Predictive Outbound COACH : Coaching	BACK2BACK
InstanceId	string	The instance ID.	ccc-test
JobId	string	Call ID.	job-1034159089076****
ChannelContexts	array<object>	List of call channels.
	object	Call channel.
ReleaseInitiator	string	The party that initiated the release of the voice channel, indicating who first disconnected the channel.	无
ChannelState	string	The status of the voice channel. Valid values: CREATED : Created ANSWERED : Answered RELEASED : Released RETIRED : Out Of Effect EARLY_MEDIA : Early Media NONE : Initial Status RINGING : Ringing	NONE
Destination	string	The called party of the call channel.	1372168****
UserId	string	The agent ID associated with the voice channel. This field is empty if the channel belongs to a Customer.	无
ChannelFlags	string	Flags of the voice channel. Valid values: COACHING : COACHING MONITORING : MONITORING MONITORED : MONITORED COACHED : COACHED HOLD : HOLD MUTED : MUTED	MONITORING
Timestamp	integer	The UNIX timestamp indicating the most recent status change of the channel, in milliseconds.	1618217874062
ReleaseReason	string	The reason for releasing the voice channel, indicating why the current voice channel was disconnected. The value is derived from the response codes defined in the SIP protocol. Customers should refer to the SIP protocol to analyze the disconnection reason.	无
CallType	string	The call type of the channel. Valid values: INBOUND : INBOUND BARGE : BARGE CONSULTANT : CONSULTANT CONFERENCE : CONFERENCE MONITOR : MONITOR INTERNAL : INTERNAL OUTBOUND : OUTBOUND INTERCEPT : INTERCEPT BACK2BACK : BACK2BACK PREDICTIVE : PREDICTIVE COACH : COACH	BACK2BACK
JobId	string	The call ID.	job-1034159089076****
ChannelId	string	The channel ID.	ch:user:1390501**->8032:1609138902226:job-653821410368**
Originator	string	The originator of the voice channel	0102157****
UserExtension	string	The extension number of the agent associated with the channel.	8001****
UserContext	object	Agent context environment.
Extension	string	Agent extension number.	8020****
Heartbeat	integer	The time when the last heartbeat from the agent was received, in Unix timestamp format, in milliseconds.	1618217872911
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, which is the identity 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 be assigned to the agent shortly.	1618217794599
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 the 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; 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 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	Device status. Valid values: UNREGISTERED : Unregistered ONLINE : Online OFFLINE : Offline	无
Mobile	string	The agent's personal phone number.	1324730****
JobId	string	Call ID.	job-1034159089076****
UserState	string	Agent status. Valid values: READY : Idle WORKING : Post-processing DIALING : Dialing BREAK : Break OFFLINE : Offline TALKING : Talking RINGING : Ringing	OFFLINE
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": "26A34338-5CD9-4C95-A7A6-5BDCE76C6B94",
  "Params": [
    "无"
  ],
  "Data": {
    "CallContext": {
      "CallType": "BACK2BACK",
      "InstanceId": "ccc-test",
      "JobId": "job-1034159089076****",
      "ChannelContexts": [
        {
          "ReleaseInitiator": "无",
          "ChannelState": "NONE",
          "Destination": "1372168****",
          "UserId": "无",
          "ChannelFlags": "MONITORING",
          "Timestamp": 1618217874062,
          "ReleaseReason": "无",
          "CallType": "BACK2BACK",
          "JobId": "job-1034159089076****",
          "ChannelId": "ch:user:1390501****->8032****:1609138902226:job-653821410368****",
          "Originator": "0102157****",
          "UserExtension": "8001****"
        }
      ]
    },
    "UserContext": {
      "Extension": "8020****",
      "Heartbeat": 1618217872911,
      "WorkMode": "ON_SITE",
      "DeviceId": "ACC-YUNBS-1.0.10-****",
      "UserId": "agent@ccc-test",
      "Reserved": 1618217794599,
      "BreakCode": "Warm-up",
      "InstanceId": "ccc-test",
      "OutboundScenario": false,
      "DeviceState": "无",
      "Mobile": "1324730****",
      "JobId": "job-1034159089076****",
      "UserState": "OFFLINE",
      "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.
500	InternalService.CTI	An internal CTI service error occurred. %s
404	NotExists.InstanceId	The specified instance %s does not exist.
404	NotExists.Number	The specified number %s does not exist in instance %s.

See Error Codes for a complete list.

Release notes

See Release Notes for a complete list.