StartPredictiveCall-阿里云帮助中心

Invoke StartPredictiveCall to initiate predictive outbound calling.

Operation description

In addition to supporting agents initiating outbound calls from the agent Workbench, Cloud Call Center also enables your Operational System backend to initiate outbound calls and transfer the call to an agent after it is answered. This allows you to seamlessly embed Cloud Call Center features into your Business Process.
For example, your Customer can enter their phone number on your WeChat Official Account and click a button to inquire about a product. Your backend system then invokes this API to call the Customer’s Phone. After the call is connected, the system plays back the message: “We have received your inquiry about our product via the Official Account. We are now connecting you to an advisor. Please wait.” The call is then transferred to an appropriate agent.
Compared with the DialEX API in version 1.0, this API offers greater flexibility in configuration. In addition to customizing the IVR for transfer-in, you can also pass custom parameters, which can be played back by voice within the IVR to support notification scenarios.

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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
Caller	string	Yes	The caller number, which must be an active outbound number under the instance.	0109810****
Callee	string	Yes	The callee number.	1312353****
TimeoutSeconds	integer	No	The timeout period, in seconds. If the call is not answered within the specified time, it is automatically disconnected.	10
ContactFlowId	string	Yes	The IVR contact flow ID. After the callee answers, the call is automatically transferred into this IVR flow.	9774c36c-12fe-4e37-adce-89bc77ce****
Tags	string	No	The ingest endpoint data, primarily used for extension purposes. Regular users do not need to concern themselves with this.	无
ContactFlowVariables	string	No	The contact flow variables passed in as a JSON-formatted string of an array. Each array element is a key-value pair, where the key is the variable name and the value is the variable value. To use these variables in the IVR flow, create a Custom Parameter with the same name in the start node of the IVR associated with the specified contact flow ID.	{"name":"王先生","time":"19点20分","address":"某某中心"}
MaskedCallee	string	No	The desensitized callee number. If this field is not empty, it indicates that the callee number must be desensitized. The Desensitization Rule is defined by the Customer. Simply enter the desensitized callee number here. Using a desensitized callee number means that in certain scenarios, only the desensitized number is visible, and the real callee number cannot be viewed.	1312353****
SkillGroupId	string	No	The skill group ID. This parameter is optional. If specified, the outbound number is selected only from the numbers associated with the specified skill group.	skillgroup@ccc-test

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	Call context environment.
CallType	string	Call type. Valid values: INBOUND : Inbound BARGE : Barge CONSULTANT : Consultation CONFERENCE : Conference MONITOR : Monitor INTERNAL : Internal call OUTBOUND : Outbound INTERCEPT : Intercept BACK2BACK : Back-to-back PREDICTIVE : Predictive outbound COACH : [responses_200_schema_properties_Data_properties_CallContext_properties_CallType_description]Call type.	OUTBOUND
InstanceId	string	Instance ID.	ccc-test
JobId	string	Call ID.	job-6570007401392****
ChannelContexts	array<object>	List of call channels.
	object	Call channel.
ReleaseInitiator	string	The party that initiated the disconnection of the voice channel, indicating who first hung up the call.	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	Callee of the call channel.	8001****
UserId	string	The agent ID associated with the call channel. This field is empty if the channel belongs to a Customer.	agent@ccc-test
ChannelFlags	string	Flags of the voice channel. Valid values: COACHING : Coaching MONITORING : Monitoring MONITORED : Monitored COACHED : Coached HOLD : Hold MUTED : Muted	[]
Timestamp	integer	The UNIX timestamp indicating the most recent status change of the channel, in milliseconds.	1609225718295
ReleaseReason	string	The release 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 disconnection reason.	无
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 : Back-to-Back PREDICTIVE : Predictive outbound call COACH : Coaching	OUTBOUND
JobId	string	The call ID.	job-6570007401392****
ChannelId	string	The channel ID.	ch:user:131888**->8001:1609225718294:job-6570007401392**
Originator	string	The originator of the call channel.	1318888****
UserExtension	string	The extension number of the agent associated with the channel.	8001****
UserContext	object	Agent context environment.
Extension	string	Agent extension number.	8001****
Heartbeat	integer	The time when the last heartbeat from the agent was received, 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, which is 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 timestamp in milliseconds of the most recent time the agent was reserved. Being reserved means an incoming call will soon be assigned to this agent. The format is a UNIX timestamp in milliseconds.	1609136956378
BreakCode	string	Break 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 break 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
DeviceState	string	Device status. Valid values: UNREGISTERED : Unregistered ONLINE : Online OFFLINE : Offline	ONLINE
Mobile	string	The agent's personal phone number.	1324730****
JobId	string	Call ID.	job-6570007401392****
UserState	string	Agent status. Valid values: READY : Ready WORKING : Post-processing DIALING : Dialing BREAK : Break OFFLINE : Offline TALKING : Talking RINGING : Ringing	READY
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": "OUTBOUND",
      "InstanceId": "ccc-test",
      "JobId": "job-6570007401392****",
      "ChannelContexts": [
        {
          "ReleaseInitiator": "无",
          "ChannelState": "NONE",
          "Destination": "8001****",
          "UserId": "agent@ccc-test",
          "ChannelFlags": "[]",
          "Timestamp": 1609225718295,
          "ReleaseReason": "无",
          "CallType": "OUTBOUND",
          "JobId": "job-6570007401392****",
          "ChannelId": "ch:user:131888****->8001****:1609225718294:job-6570007401392****",
          "Originator": "1318888****",
          "UserExtension": "8001****"
        }
      ]
    },
    "UserContext": {
      "Extension": "8001****",
      "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,
      "DeviceState": "ONLINE",
      "Mobile": "1324730****",
      "JobId": "job-6570007401392****",
      "UserState": "READY",
      "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.
404	NotExists.Number	The specified number %s does not exist in instance %s.
404	NotExists.InstanceId	The specified instance %s does not exist.

See Error Codes for a complete list.

Release notes

See Release Notes for a complete list.