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UnmuteCall

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[responses_200_schema_properties_Data_properties_UserContext_properties_UserState_type]string

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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 to unmute. If not specified, defaults to the agent mapped to the current RAM account.

agent@ccc-test
DeviceId

string

No

Device ID. This parameter is meaningless and can be filled with any value.

device
JobId

string

No

The call ID.

job-6538214103685****

ChannelId

string

No

The channel ID to unmute. This parameter is optional and defaults to empty. If empty, the system unmutes the channel associated with the agent specified by UserId.

ch:user:1390501****->8032****:1609138902226:job-6538214103685****

Response elements

Element

Type

Description

Example

object

Code

string

Response code.

OK
HttpStatusCode

integer

[responses_200_schema_properties_Data_properties_UserContext_properties_UserId_type]string

200
Message

string

[responses_200_schema_properties_Data_properties_UserContext_properties_InstanceId_type]string

无
RequestId

string

[responses_200_schema_properties_Data_properties_UserContext_properties_DeviceId_type]string

EEEE671A-3E24-4A04-81E6-6C4F5B39DF75
Params

array

[responses_200_schema_properties_Data_properties_UserContext_properties_BreakCode_enumValueTitles_RejectCall]Break caused by agent rejecting a call

string

[responses_200_schema_properties_Data_properties_UserContext_properties_BreakCode_description]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 goes online but before becoming idle), RingingTimeout (break caused by agent ringing timeout), and RejectCall (break caused by agent rejecting a call). Customer-defined status codes have no restrictions, and customers can define them according to their business needs.

无
Data

object

[responses_200_schema_properties_Data_properties_UserContext_properties_Heartbeat_description]The UNIX timestamp in milliseconds indicating when the last heartbeat was received from the agent.

CallContext

object

[responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_ReleaseReason_type]string

CallType

string

Call type.

Valid values:

  • INBOUND :

    [responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_ChannelFlags_enumValueTitles_COACHED]Coached

  • BARGE :

    [responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_ChannelFlags_enumValueTitles_HOLD]Hold

  • CONSULTANT :

    [responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_ChannelFlags_enumValueTitles_MUTED]Muted

  • CONFERENCE :

    Conference

  • MONITOR :

    Listener

  • INTERNAL :

    Internal Call

  • OUTBOUND :

    Outbound

  • INTERCEPT :

    Intercept

  • BACK2BACK :

    Back-to-Back Call

  • PREDICTIVE :

    Predictive Outbound

  • COACH :

    Coaching

OUTBOUND
InstanceId

string

[responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_ChannelFlags_enumValueTitles_MONITORING]Monitoring

ccc-test
JobId

string

Call ID.

job-6538214103685****
ChannelContexts

array<object>

List of call channels.

object

Call channel.

Index

integer

An auto-incremented ID assigned by the system. Customers do not need to concern themselves with this value.

1
ReleaseInitiator

string

[parameters_JobId_in]query

1390501****
ChannelState

string

[parameters_JobId_schema_description]The call ID.

Valid values:

  • CREATED :

    [parameters_UserId_in]query

  • ANSWERED :

    [parameters_DeviceId_schema_description]Device ID. This parameter is meaningless and can be filled with any value.

  • RELEASED :

    [parameters_DeviceId_schema_type]string

  • RETIRED :

    [parameters_DeviceId_in]query

  • EARLY_MEDIA :

    [parameters_ChannelId_schema_description]The channel ID to unmute. This parameter is optional and defaults to empty. If empty, the system unmutes the channel associated with the agent specified by UserId.

  • NONE :

    [parameters_ChannelId_schema_type]string

  • RINGING :

    [parameters_ChannelId_in]query

CREATED
Destination

string

Called party of the call channel.

1390501****
UserId

string

The agent ID associated with the channel. This field is empty if the channel belongs to a customer.

agent@ccc-test
ChannelFlags

string

Channel flags.

Valid values:

  • COACHING :

    Coaching

  • MONITORING :

    Monitoring

  • MONITORED :

    Monitored

  • COACHED :

    Coached

  • HOLD :

    Hold

  • MUTED :

    Muted

MONITORING
SkillGroupId

string

The skill group associated with this call. In inbound scenarios, the skill group is specified by the queue routed through IVR. In outbound scenarios, the skill group is the first one the agent signs into.

skillgroup@ccc-test
Timestamp

integer

The UNIX timestamp of the most recent status change of the channel, in milliseconds.

1609138903315
ReleaseReason

string

The reason for releasing the channel. This indicates why the current channel was disconnected. The value corresponds to a response code defined in the SIP protocol. Customers should refer to the SIP protocol to analyze the disconnection reason.

404 - No destination
CallType

string

The call type of the channel.

Valid values:

  • INBOUND :

    呼入

  • BARGE :

    强插

  • CONSULTANT :

    Consultation

  • CONFERENCE :

    Conference

  • MONITOR :

    Monitoring

  • INTERNAL :

    Internal Call

  • OUTBOUND :

    Outbound

  • INTERCEPT :

    Force Disconnect

  • BACK2BACK :

    Dual Call

  • PREDICTIVE :

    Predictive Outbound

  • COACH :

    Coaching

OUTBOUND
JobId

string

The call ID.

job-6538214103685****
ChannelId

string

The channel ID.

ch:user:1390501****->8032****: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

[responses_200_schema_properties_Data_properties_UserContext_properties_OutboundScenario_description]Indicates whether the agent is in outbound-only mode.

Heartbeat

integer

The UNIX timestamp in milliseconds indicating when the last heartbeat was received from the agent.

1609136956378
Extension

string

[responses_200_schema_properties_Data_properties_UserContext_properties_Mobile_description]The agent's personal phone number.

8032****
WorkMode

string

[responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_Index_type]integer

Valid values:

  • ON_SITE :

    [responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_CallType_description]The call type of the channel.

  • OFF_SITE :

    [responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_CallType_type]string

  • OFFICE_PHONE :

    [responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_Index_description]An auto-incremented ID assigned by the system. Customers do not need to concern themselves with this value.

ON_SITE
Mobile

string

The agent's personal phone number.

1324730****
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-****
JobId

string

[responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_SkillGroupId_type]string

job-6538214103685****
UserId

string

Agent ID.

agent@ccc-test
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 goes online but before becoming idle), RingingTimeout (break caused by agent ringing timeout), and RejectCall (break caused by agent rejecting a call). Customer-defined status codes have no restrictions, and customers can define them according to their business needs.

Valid values:

  • RingingTimeout :

    Break caused by agent ringing timeout

  • RejectCall :

    Break caused by agent rejecting a call

  • Warm-up :

    Temporary break state after an agent goes online but before becoming idle

Warm-up
InstanceId

string

Instance ID.

ccc-test
OutboundScenario

boolean

Indicates whether the agent is in outbound-only mode.

false
UserState

string

[responses_200_schema_properties_Data_properties_CallContext_properties_CallType_description]Call type.

Valid values:

  • READY :

    [responses_200_schema_properties_Data_properties_CallContext_properties_CallType_enumValueTitles_MONITOR]Listener

  • WORKING :

    [responses_200_schema_properties_Data_properties_CallContext_properties_CallType_enumValueTitles_INTERNAL]Internal Call

  • DIALING :

    [responses_200_schema_properties_Data_properties_CallContext_properties_CallType_enumValueTitles_OUTBOUND]Outbound

  • BREAK :

    [responses_200_schema_properties_Data_properties_CallContext_properties_CallType_enumValueTitles_INTERCEPT]Intercept

  • OFFLINE :

    [responses_200_schema_properties_Data_properties_CallContext_properties_CallType_enumValueTitles_BACK2BACK]Back-to-Back Call

  • TALKING :

    [responses_200_schema_properties_Data_properties_CallContext_properties_CallType_enumValueTitles_PREDICTIVE]Predictive Outbound

  • RINGING :

    [responses_200_schema_properties_Data_properties_CallContext_properties_CallType_enumValueTitles_COACH]Coaching

TALKING
SignedSkillGroupIdList

array

[responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_ChannelId_type]string

string

[responses_200_schema_properties_Data_properties_CallContext_properties_ChannelContexts_items_properties_Timestamp_type]integer

skillgroup1@ccc-test

Examples

Success response

JSON format

{
  "Code": "OK",
  "HttpStatusCode": 200,
  "Message": "无",
  "RequestId": "EEEE671A-3E24-4A04-81E6-6C4F5B39DF75",
  "Params": [
    "无"
  ],
  "Data": {
    "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",
          "JobId": "job-6538214103685****",
          "ChannelId": "ch:user:1390501****->8032****:1609138902226:job-6538214103685****",
          "UserExtension": "8032****",
          "Originator": "0830019****"
        }
      ]
    },
    "UserContext": {
      "Heartbeat": 1609136956378,
      "Extension": "8032****",
      "WorkMode": "ON_SITE",
      "Mobile": "1324730****",
      "DeviceId": "ACC-YUNBS-1.0.10-****",
      "JobId": "job-6538214103685****",
      "UserId": "agent@ccc-test",
      "BreakCode": "Warm-up",
      "InstanceId": "ccc-test",
      "OutboundScenario": false,
      "UserState": "TALKING",
      "SignedSkillGroupIdList": [
        "skillgroup1@ccc-test"
      ]
    }
  }
}

Error codes

HTTP status code

Error code

Error message

Description
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.