This topic defines all events in Cloud Call Center 2.0. It also lists event sequences for common scenarios. This helps you understand the event generation logic in typical scenarios.
Event classification
Events are classified by function into seven categories: agent events, call events, supervisor events, IVR tracking events, real-time stream events, predictive dialing, and other events. This section details the features and occurrence scenarios for each event type.
Agent events
Agent events notify agent status changes, maintain agent status, and track agent work performance.
Event type | Event name | Description |
AgentCheckIn | Agent check-in | Agent clicks Go Online and checks into a skill group. |
AgentReady | Agent ready | Agent enters the ready state and can make calls. |
AgentDialing | Agent dialing | Agent enters the outbound dialing state. |
AgentRinging | Agent ringing | Agent enters the ringing state. |
AgentTalk | Agent talk | Agent enters the talk state. |
AgentRelease | Agent release | Agent hangs up actively or passively. |
AgentBreak | Agent break | Agent enters the break state. This usually happens when the agent clicks Break. |
AgentCheckOut | Agent check-out | Agent clicks Go Offline. |
AgentRingingTimeout | Agent ringing timeout | Agent does not answer after prolonged ringing. The timeout duration depends on the configuration item. |
Call events
Call events fall into three main categories: call channel events, call scenario events, and IVR events.
Call channel events: These events are typically associated with call channels. Each party in a call has its own dedicated channel. Call channel events update channel information and maintain call channel status. When analyzing these events, identify which channel generated the event. For example, Dialing, Ringing, Established, Released, Held, Retrieved, Muted, and Unmuted.
Call scenario events: These events usually occur when a call scenario changes. For example, BlindTransfer, AttendedTransfer, StartConference, and StopConference.
IVR events: These events usually occur during IVR interaction. For example, Route2IVR, Abandoned, Enqueue, QueueingTimeout, and AssignAgent.
Event type | Event name | Description |
Dialing | Dialing | The channel enters the dialing state. |
Ringing | Call ringing | The channel enters the ringing state. |
Established | Call established | The channel enters the talk state. |
Released | Call release | The channel enters the call release state. |
Held | Call held | The channel enters the held state. This usually happens when you click Hold Call. |
Retrieved | Call retrieved | The channel exits the held state. This usually happens when you click Retrieve Call. |
Muted | Call muted | The channel enters the muted state. This usually happens when you click Mute. |
Unmuted | Unmute call | The channel exits the muted state. This usually happens when you click Unmute. |
BlindTransfer | Blind transfer | This typically occurs when an agent performs a direct transfer operation. |
AttendedTransfer | Transferring a Consultation | This usually happens when an agent performs a transfer call operation. |
StartConference | Start conference | Occurs when a conference starts. |
StopConference | End the meeting | Occurs when a conference ends. |
Route2IVR | Route to IVR | A customer-initiated call enters the IVR. |
Abandoned | Abandoned in IVR | The customer abandons the call during IVR interaction. |
Enqueue | Enqueue to agent | The customer enters the IVR queue for agent transfer. |
QueueingTimeout | Queueing timeout | The customer is not assigned an agent within the specified time while queueing for IVR agent transfer. |
QueueingOverflow | Queueing overflow | Overflow occurs when the number of queued calls exceeds the configured queue limit. |
QueueingCancelled | Queueing cancelled | An independent scheduling capability removes a call from the queue based on its scheduling policy. |
QueueingRerouted | Queued Transfer | An independent scheduling capability transfers a call from one queue to another based on its scheduling policy. |
QueueingFailure | Assignment failed | A call cannot enter the specified queue due to parameters or other reasons during queueing failure. |
DispatchingFailure | Dispatching failure | Failed to execute the scheduling instruction of an independent scheduling capability. |
AssignAgentFailure | Assign agent failed | The call cannot be assigned to an agent due to abnormal agent status or other reasons. |
AssignAgent | Assign agent | The customer's call is successfully assigned to an agent. |
InitiateConsultant | Submit an inquiry | Similar to AgentDialing, this event applies only to attended transfer scenarios. In an attended transfer, the initiating agent generates two AgentDialing events. To distinguish these, the AgentDialing event between the transferor and transferee becomes InitiateConsultant. |
StartConsultant | Start a consultation | Similar to AgentTalk, this event applies only to attended transfer scenarios. Refer to InitiateConsultant for the reason. |
StopConsultant | End Consultation | Similar to AgentRelease, this event applies only to attended transfer scenarios. Refer to InitiateConsultant for the reason. |
Supervisor events
Supervisor events are a special type of call scenario event. These events involve a third-party role, known as a supervisor. The supervisor-agent relationship is hierarchical. Supervisors can monitor, coach, barge in on, and intercept agent calls.
Event type | Event name | Description |
StartMonitor | Start monitor | The supervisor starts monitoring an agent's call. |
StopMonitor | Stop monitor | The supervisor stops monitoring an agent's call. |
StartCoach | Start tutorial | The supervisor starts coaching an agent. |
StopCoach | End Coaching | The supervisor stops coaching an agent. |
BargeIn | Barge-in | The supervisor forcibly barges into an agent's call, making it a conference call. |
Intercept | Forced demolition | The supervisor forcibly intercepts an agent's call, transferring it to themselves. |
IVR tracking events
Event type | Event name | Description |
IvrTracking | IVR tracking event | Records IVR tracking information and specific node details. This event occurs during IVR interaction. |
Real-time stream events
Event type | Event name | Description |
TextStream | Real-time text stream | Real-time text stream generated during a call. |
Predictive dialing
Predictive dialing events notify outbound campaign status changes, maintain outbound campaign status, and track outbound campaign performance.
Event type | Event name | Description |
CampaignSubmitted | Campaign submitted | The predictive dialing campaign is submitted and begins scheduling/execution. |
CampaignPaused | Campaign paused | The predictive dialing campaign is paused. |
CampaignResumed | Activity Recovery | The predictive dialing campaign resumes scheduling/execution. |
CampaignAborted | Campaign aborted | The predictive dialing campaign is aborted. |
CampaignCompleted | Campaign completed | The predictive dialing campaign is completed. |
CaseAttempted | Case Execution | The predictive dialing case is executed. |
Other events
Event type | Event name | Description |
SatisfactionSurveyOffer | Satisfaction feedback sent | This usually happens when a satisfaction survey is initiated. |
SatisfactionSurveyResponse | Satisfaction survey response | This usually happens when a satisfaction survey response is received. |
RecordingReady | Recording ready | This usually happens when a call recording is generated. |
DualTrackRecordingReady | Original dual-track recording generation | This usually happens when a call's original dual-track recording is generated. |
CDRReady | Generating Call Detail Records | This usually happens when a call detail record (CDR) is generated. |
Typical scenario event analysis
This section analyzes event sequences in typical scenarios. It helps you understand each event's generation conditions and meaning. It also clarifies event generation logic for typical scenarios, making integration easier.
Agent go online/go offline/break
Operation flow: An agent goes online, an agent takes a break, an agent ends a break, an agent goes offline.
Event sequence | Description |
AgentCheckIn | Agent checks in. |
AgentReady | Agent ready (After going online, if no issues are detected, the agent directly enters the ready state). |
AgentBreak | Agent takes a break. |
AgentReady | Agent ready (After clicking "End Break", the agent enters the ready state). |
AgentCheckOut | Agent checks out. |
Agent outbound call
Operation flow: Agent calls a customer, customer answers, customer (or agent) hangs up, agent clicks Start Answering.
Event sequence | Description |
AgentReady | Agent ready. |
AgentDialing | Agent dialing. |
Dialing | Agent call channel dialing. |
Ringing | Customer call channel ringing. |
AgentTalk | Agent talk. |
Established | Agent call channel established (In an agent outbound call scenario, the agent's call channel usually enters the talk state first). |
Established | Customer call channel established. |
Released | Customer call channel released (In the test, the customer hangs up first. If the agent hangs up first, the order of the next three Release-related events changes to AgentRelease, Released (agent), Released (customer)). |
AgentRelease | Agent release. |
Released | Agent call channel released. |
AgentReady | Agent ready (When the call ends, the agent defaults to a post-call processing state and cannot make or receive calls. After the agent clicks Start Answering, the post-call processing state ends, and the agent enters the ready state). |
Customer inbound call via IVR
Operation flow: A customer dials the call center number. The call enters the IVR and then the agent transfer module. The agent’s phone rings, and the agent answers the call. Either the agent or the customer hangs up. The agent then clicks Start Answering.
Event sequence | Description |
AgentReady | Agent ready. |
Route2IVR | A customer-initiated call enters the IVR. |
Enqueue | The customer enters the IVR queue for agent transfer. |
AssignAgent | The customer's call is successfully assigned to an agent. |
Ringing | Agent call channel ringing. |
AgentRinging | Agent ringing. |
AgentTalk | Agent talk. |
Established | Agent call channel established (No customer call channel established event, because the customer channel is already established before entering the IVR). |
AgentRelease | The agent hangs up. |
Released | Agent call channel released. |
Released | Customer call channel released. |
AgentReady | Agent ready. |
IVR-related event supplement
Abandoned (Abandoned in IVR): This event occurs during IVR interaction. If the customer actively hangs up during IVR interaction, this event is triggered.
QueueingTimeout (Queueing Abandoned): This event occurs in the IVR agent transfer module, after the Enqueue event. After entering the agent transfer module, if all agents are busy, the call queues. If the wait exceeds the specified time, this event is triggered. You can set the queue timeout duration in the agent transfer module.
AgentRingingTimeout (Agent Ringing Timeout): This event occurs after AgentRinging. If the agent does not answer after ringing for more than the specified time, this event is triggered. The default timeout is 30 seconds. If the agent does not answer after the ringing timeout, they automatically enter the break state.
Agent-to-agent call
Operation flow: Agent A dials Agent B's extension, Agent B rings, Agent B answers, Agent B hangs up, Agent B clicks Start Answering, Agent A clicks Start Answering.
Event sequence | Description |
AgentDialing | Agent A dialing. |
Dialing | Agent A call channel dialing. |
AgentRinging | Agent B ringing. |
Ringing | Agent B call channel ringing. |
AgentTalk | Agent A talk (Agent B clicked Answer. Both Agent A and Agent B establish their own call channels. Because both channels establish almost simultaneously, the order of AgentTalk and Established events for both parties is not fixed). |
Established | Agent A call channel established. |
AgentTalk | Agent B talk. |
Established | Agent B call channel established. |
AgentRelease | Agent B release (Agent B actively hangs up). |
Released | Agent B call channel released. |
AgentRelease | Agent A release (Agent A passively hangs up). |
Released | Agent A call channel released. |
AgentReady | Agent B ready (Agent B clicked Start Answering). |
AgentReady | Agent A ready (Agent A clicked Start Answering). |
SIP Phone Outbound Agent
Operation flow: Agent A dials Agent B's extension using their bound SIP phone. Agent B's phone rings. Agent B answers the call, then hangs up. Subsequently, Agent B clicks Start Answering, and Agent A clicks Start Answering.
Event sequence | Description |
AgentDialing | SIP phone (Agent A) dialing (SIP phone dialing and Agent B ringing occur almost simultaneously, so the order of the first four events may seem inconsistent, which is normal). |
Ringing | Agent B call channel ringing. |
AgentRinging | Agent B ringing. |
Dialing | SIP phone (Agent A) call channel dialing. |
AgentTalk | Agent B is on a call. |
Established | Agent B call channel established. |
AgentTalk | SIP phone (Agent A) talk. |
Established | SIP phone (Agent A) call channel established. |
Released | Agent B call channel released (Agent B actively hangs up). |
AgentRelease | Agent B hangs up. |
AgentRelease | SIP phone (Agent A) release (Agent A passively hangs up. The SIP phone and agent are bound. When the SIP phone hangs up, it is equivalent to Agent A hanging up. Agent A also enters a post-call processing state, and the bound SIP phone cannot make or receive calls). |
Released | SIP phone (Agent A) call channel released. |
AgentReady | Agent B ready (Agent B clicked Start Answering). |
AgentReady | Agent A is ready (Agent A clicked Start Receiving Calls). |
SIP phone outbound call to customer
Operation flow: Agent A calls the customer using their bound SIP phone. The customer’s phone rings, the customer answers the call, and then hangs up. Agent A clicks Start Answering.
Event sequence | Description |
Ringing | Customer call channel ringing. |
AgentDialing | SIP phone (Agent A) dialing. |
Dialing | SIP phone (Agent A) call channel dialing. |
Established | Customer call channel established. |
AgentTalk | The SIP phone (Agent A) initiates a call. |
Established | SIP phone (Agent A) call channel established. |
Released | Customer call channel released. |
Released | SIP phone (Agent A) call channel released. |
AgentRelease | SIP phone (Agent A) release. |
AgentReady | SIP phone (Agent A) ready. |
Predictive dialing
Operation flow: After configuring outbound tasks, submit the outbound campaign, execute outbound cases, pause the campaign, resume the campaign, and complete the campaign.
Event sequence | Description |
CampaignSubmitted | The predictive dialing campaign is submitted and begins scheduling/execution. |
CaseAttempted | The predictive dialing case executes, calling the customer. |
CampaignPaused | Pause the outbound campaign during break time. |
CampaignResumed | Resume outbound calls after the break. |
CampaignCompleted | The outbound task is completed, and the campaign ends. |
Two-party call
Operation flow: You can call the Cloud Contact Center's two-party call interface. (This requires Cloud Contact Center SDK integration.) The caller is Customer A's mobile number, and the callee is Customer B's mobile number. Customer A's phone rings, Customer A answers, Customer B's phone rings, Customer B answers, Customer B hangs up, and Customer A hangs up.
Event sequence | Description |
Dialing | Call center call channel dialing (A two-party call uses the call center number to dial Customer A and Customer B separately. After both parties connect, their call channels link. This dialing event indicates the call center initiated the two-party call). |
Ringing | Customer A call channel ringing (Customer B is called only after Customer A connects). |
Ringing | Customer B call channel ringing (Customer A has already answered). |
Established | Customer A call channel established (Customer B answers, and both parties establish a call). |
Established | Customer B call channel established. |
Released | Customer B call channel released (Customer B actively hangs up). |
Released | Customer A call channel released (Customer A passively hangs up). |
The following scenarios (call hold and mute, blind transfer, attended transfer, monitoring, barge-in, intercept, coaching) all occur after an agent and customer establish a normal call. Therefore, events related to establishing the agent-customer call are omitted. For the event sequence of establishing a normal call, refer to the Agent Outbound Call and Customer Inbound Call via IVR scenarios above. Currently, AgentTalking, Established (agent), and Established (customer) events are assumed to have been sent, and both parties are in a normal call state.
Call hold and mute
Operation flow: While Agent A and the customer are on a normal call, Agent A clicks Hold Call, then Retrieve Call, then Mute, and finally Unmute. After the customer hangs up, Agent A clicks Start Answering.
Event sequence | Description |
Held | Agent A call held (Agent A clicks Hold Call). |
Retrieved | Agent A call retrieved (Agent A clicks Retrieve Call). |
Muted | Agent A muted (Agent A clicks Mute). |
Unmuted | Agent A unmuted (Agent A clicks Unmute). |
Released | Customer call channel released (Customer actively hangs up). |
Released | Agent A call channel released (Agent A passively hangs up). |
AgentRelease | Agent A ends the call. |
AgentReady | Agent A ready (Agent A clicks Start Answering). |
Direct Transfer
Operation flow: Agent A is on a call with a customer. Agent A selects Agent B and clicks Blind Transfer. Agent B's phone rings. Agent A clicks Start Answering. Agent B answers the call. After the customer hangs up, Agent B clicks Start Answering.
Event sequence | Description |
Released | Agent A call channel released (A blind transfer operation first ends Agent A's call channel). |
AgentRelease | Agent A hangs up. |
BlindTransfer | Blind transfer. |
AgentRinging | Agent B ringing. |
Ringing | Agent B call channel ringing. |
AgentReady | Agent A ready (Agent A clicks Start Answering and enters the ready state). |
AgentTalk | Agent B is on a call. |
Established | Agent B call channel established. |
Released | Customer call channel released (Because the customer hangs up first, the customer call channel released event is received first). |
AgentRelease | Agent B release (Because only Agent B remains in the current call, Agent B passively hangs up). |
Released | Agent B call channel released. |
AgentReady | Agent B ready (Agent B clicks Start Answering and enters the ready state). |
Attended transfer
Operation flow: Agent A and the customer are on a call. Agent A selects Agent B, clicks Attended Transfer, and Agent B’s phone rings. After Agent B answers, Agent A clicks Transfer Call, then clicks Start Answering. The customer hangs up, and Agent B clicks Start Answering.
Event sequence | Description |
InitiateConsultant | Agent A dialing (Same as AgentDialing, dials Agent B). |
Ringing | Agent B call channel ringing. |
AgentRinging | Agent B ringing. |
AgentTalk | Agent B talk (Agent B clicks Answer). |
Established | Agent B call channel established. |
StartConsultant | Agent A talk (Same as AgentTalking). |
AgentRelease | Agent A ends the call. |
Released | Agent A call channel released. |
AttendedTransfer | Consultation transfer. |
StopConsultant | Agent A release (Same as AgentReleased). |
AgentReady | Agent A ready (Agent A ends post-call processing and clicks Start Answering). |
Released | Customer call channel released (Customer actively hangs up). |
AgentRelease | Agent B release (Agent B passively hangs up). |
Released | Agent B call channel released. |
AgentReady | Agent B ready (Agent B clicks Start Answering). |
Monitoring
Operation flow: Agent A and the customer are engaged in a call. The supervisor (Agent B) selects Agent A and clicks Start Monitoring. After monitoring for a period, the supervisor clicks Stop Monitoring. The customer then hangs up, and Agent A clicks Start Answering.
Event sequence | Description |
AgentDialing | Supervisor dialing (The supervisor dials to establish a call with Agent A before monitoring Agent A's call). |
Dialing | Supervisor call channel dialing. |
AgentTalk | Supervisor talk. |
Established | Supervisor call channel established. |
StartMonitor | Supervisor starts monitoring call (Call channel established, monitoring successful, supervisor enters monitoring state). |
AgentRelease | Supervisor release (Supervisor actively ends monitoring, releasing the supervisor call channel). |
Released | Supervisor call channel released. |
StopMonitor | Supervisor stops monitoring call. |
AgentReady | Supervisor ready (After ending monitoring, the supervisor automatically enters the ready state and does not enter post-call processing). |
Released | Customer call channel released. |
AgentRelease | When Agent A hangs up, the customer's call channel is disconnected. |
Released | Agent A call channel released. |
AgentReady | Agent A ready (Agent A clicks Start Answering). |
The following scenarios (barge-in, intercept, coaching) all occur after the supervisor, agent, and customer establish a normal monitoring call state. Therefore, events related to the monitoring process are omitted. For the monitoring event sequence, refer to the Monitoring scenario above. Currently, AgentTalking (supervisor), Established (supervisor), and StartMonitor events are assumed to have been sent, and the supervisor is monitoring Agent A's call with the customer.
Barge-in
This flow describes a monitoring scenario involving a supervisor, Agent A, and a customer. The supervisor clicks Join Call, Exit Call, and then Start Answering. After the customer hangs up, Agent A clicks Start Answering.
Event sequence | Description |
Released | Supervisor call channel released (The supervisor must end the monitoring state before performing a barge-in operation). |
AgentRelease | Supervisor release. |
StopMonitor | Supervisor stops monitoring call. |
AgentReady | Supervisor ready. |
AgentDialing | Supervisor dialing (The supervisor redials to establish their own call channel). |
Dialing | Supervisor call channel dialing. |
AgentTalk | Supervisor talk. |
Established | Supervisor call channel established. |
BargeIn | Barge-in (Barge-in complete. The supervisor, Agent A, and the customer enter a three-party conference mode. They cannot switch to other call scenarios. The three-party conference scenario is a desired state and ends only by hanging up). |
AgentRelease | Supervisor release (The supervisor clicks Exit Call, leaving the conference. Agent A and the customer remain in the conference). |
Released | Supervisor call channel released. |
AgentReady | Supervisor ready. |
Released | Customer call channel released (Customer actively hangs up). |
Released | Agent A call channel released (Agent A passively hangs up). |
AgentRelease | Agent A ends the call. |
AgentReady | Agent A ready. |
Forced Demolition
Operation flow: In a monitoring scenario involving the supervisor, Agent A, and the customer, the supervisor clicks Transfer to Self, Agent A clicks Start Answering, the customer hangs up, and the supervisor clicks Start Answering.
Event sequence | Description |
AgentRelease | Supervisor-initiated hang-up (the supervisor must end the listening state before forcing a disconnection). |
Released | Supervisor call channel released. |
StopMonitor | Supervisor stops monitoring call. |
AgentReady | Supervisor ready. |
AgentRelease | Agent A release (Because the supervisor forcibly intercepted Agent A's call, Agent A passively hangs up). |
Released | Agent A call channel released. |
Intercept | Intercept. |
AgentDialing | Supervisor dialing (The supervisor redials to establish their own call channel). |
Dialing | Supervisor call channel dialing. |
AgentTalk | Supervisor talk. |
Established | Supervisor call channel established (The supervisor successfully establishes a call channel and talks with the customer). |
AgentReady | Agent A is ready. (After a forced disconnection, Agent A enters the post-call processing state. When you click Start Answering, Agent A enters the Ready state.) |
Released | Customer hangs up. |
AgentRelease | The supervisor ends the call. |
Released | Supervisor call channel released. |
AgentReady | Supervisor ready (Supervisor clicks Start Answering). |
Coaching
Operation flow: In a monitoring scenario, the supervisor clicks Whisper to Agent, Exit Call, and Start Answering. The customer then hangs up, and Agent A clicks Start Answering.
Event sequence | Description |
AgentRelease | Supervisor release (The supervisor must end the monitoring state before performing a coaching operation). |
Released | Supervisor call channel released. |
StopMonitor | Supervisor stops monitoring call. |
AgentReady | Supervisor ready. |
AgentDialing | Supervisor dialing (The supervisor redials to establish their own call channel). |
Dialing | Supervisor call channel dialing. |
AgentTalk | Supervisor talk. |
Established | Supervisor call channel established. |
StartCoach | Supervisor starts coaching Agent A (Coaching complete. The supervisor, Agent A, and the customer enter a three-party conference mode. They cannot switch to other call scenarios. The three-party conference scenario is a desired state and ends only by hanging up). |
StopCoach | Supervisor stops coaching Agent A (After coaching, the supervisor clicks Exit Call). |
AgentRelease | The supervisor disconnects. |
Released | Supervisor call channel released. |
AgentReady | Supervisor ready. |
Released | Customer call channel released (Customer actively hangs up). |
Released | Agent A call channel released (Agent A passively hangs up). |
AgentRelease | Agent A ends the call. |
AgentReady | Agent A ready. |
Other
The scenarios above do not include all events. Some events are not commonly used or do not occur during call scenarios. Therefore, no examples are provided. These event types are as follows:
StartConference (Start conference)
StopConference (Stop conference)
SatisfactionSurveyOffer (Satisfaction survey offer)
SatisfactionSurveyResponse (Satisfaction survey response)
RecordingReady (Recording ready)
DualTrackRecordingReady (Original dual-track recording ready)
CDRReady (Call detail record ready)
TextStream (Real-time text stream)
IvrTracking (IVR tracking event)
Comparison with 1.0 events
Because of enriched features and optimized architecture, version 2.0 includes the following changes compared to version 1.0:
New events
Muted and Unmuted were added for mute and unmute functions.
StartConference and StopConference were added for conference scenarios.
StartMonitor and StopMonitor were added for monitoring scenarios.
StartCoach and StopCoach were added for coaching scenarios.
BargeIn was added for barge-in scenarios.
Add an intercept for scenarios that require forced disconnection.
IvrTracking was added to track IVR trajectory information.
SatisfactionSurveyOffer and SatisfactionSurveyResponse were added to track satisfaction survey status.
InitiateConsultant, StartConsultant, and StopConsultant were added for attended transfer scenarios. These events distinguish between an agent's two outbound calls, talk, and hang-up events.
CampaignSubmitted, CampaignPaused, CampaignResumed, CampaignAborted, CampaignCompleted, and CaseAttempted were added to track various states of predictive dialing tasks.
Delete Event
AgentACW was deleted because the event had no practical meaning.
Refined events
AgentRinging was refined into AgentRinging and AgentDialing.
Renamed events
CallEstablished was renamed to Established.
CallReleased was renamed to Released.
CallHeld was renamed to Held.
CallRetrieved was renamed to Retrieved.
CallAbandoned was renamed to Abandoned.
In addition to the changes above, event types in 2.0 also include optimized and more practical field adjustments. The Cloud Contact Center's built-in data reporting and data statistics features are developed based on this event system. If you have custom data requirements, you can perform custom development based on these events.