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呼叫中心系统API接口说明

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认证说明 api.conf 中若设置了 WEBKEY 将对请求头中的 Authorization 进行验证。 认证方式: YYYY-MM-DD为当前日期的 年-月-日 格式 $ md5sum(WEBKEY + 'YYYY-MM-DD') 注意: 1.日期为动态,取每一天的日期 2.若不需要认证,在api.conf中直接注释WEBKEY参数(#注释,删除或值空)

配置文件说明 [general] BINDPORT = 8000 接收指令使用端口 URL = http://192.168.12.185:8090 推送数据的URL地址 WEBKEY = asjdfjklkasdf 认证使用的WEBKEY mac = 68:69:2e:03:8b:3e 当前设备MAC地址 pop_url = http://www.baidu.com 话务条使用的弹屏URL [enable] pausetime = no 是否开启后处理机制 后处理机制:开启后处理机制后,坐席每接听一通电话会自动置忙,默认最长置忙时间为30秒,30秒后会自动置闲,坐席可以通过操作面板手动置闲。在通话日志中会记录每次通话结束后置闲的时长(日志存储时长的字段为pauseTime,单位 秒)。

API接口说明
注:此文档中示例环境为 接收地址为:192.168.12.185 设备地址为:192.168.12.183 API 包括主动/被动两部分.
  • 主动, 内部状态/事件向外输出.
  • 被动, 修改内部状态, 查询内部配置.

主动推送事件(电话系统作为HTTP客户端)

将电话系统内部分机状态, 拨号开始, 拨号结束 通过 http 方式发送到 客户 http 服务端. (如服务端需要使用 socket, 推荐直接连接 AMI 接口)。

l呼叫开始

```json { event:"dialbegein", timestamp:"1534993059.785012", //主叫通道唯一标识 channel:"DAHDI/i1/18782985586-51", //主叫通道 calleridnum:"18782985586", //主叫号码 destchannel:"SIP/886-00000065", //被叫通道 destcalleridnum:"886", //被叫号码 destuniqueid:"1534993059.630", //被叫通道唯一标识 dialstring:"SIP/886", uniqueid:"1534993030.626", //呼叫唯一标识 mac:"68:69:2e:05:0f:9a", //设备MAC地址 } ```

l呼叫结束

``` json { event:"dialend", timestamp: "1534993059.785012", //时间戳 channel: "DAHDI/i1/18782985586-51", //主叫通道 calleridnum: "18782985586", //主叫号码 destchannel:"SIP/886-00000065", //被叫通道 destcalleridnum: "886", //被叫号码 uniqueid: "1534993030.626", //呼叫唯一标识 dialstatus:"hangup" } ```

l挂机

```json { event: "hangup" calleridnum: "808", //主叫号码 calleridname: "808", //主叫名称 connectedlinenum: "809", //被叫号码 connectedlinename: "809", //被叫名称 uniqueid: "1325747409.260", //呼叫唯一标识 } ```

l分机状态

```json { event: "extensionstatus", exten: "808", //分机号码 status: "0", //状态码: 0:待机,1:通话中,2:忙线,4:离线,8:振铃中,16:保持 statustext: "Idle", } ```

lIVR事件

```json { event: 'ivr', uuid: '1541643689.15', //唯一标识 caller: '810', //主叫号码 called: '', callType: 'IN', queueCode: '630', //下一级队列 startTime: '2018-11-08 10:21:29', //当前IVR的开始时间 endTime: '2018-11-08 10:21:32', //当前IVR的结束时间 duration: '3', //当前IVR的持续时间 ivrId: '610', //当前IVR中的IVR的ID ivrName: 'working time', //当前IVR中的IVR的名称 ivrDtmf: '0', //当前IVR中的DTMF按键 trunkNumber: '123456', //DID号码 mac: '68:69:2e:03:8b:3e ' //设备MAC地址 } ```

l通话日志1

```json { event: "cdr", callerid: ""808" 808>", //名称 号码> source: "808", //主叫号码 destination: "809", //被叫号码 starttime: "2012-01-05 15:10:09", //呼叫开始时间 answertime: "2012-01-05 15:10:10", //呼叫应答时间 endtime: "2012-01-05 15:10:11", //呼叫结束时间 disposition: "ANSWERED", //通话状态 duration: "2", //呼叫时长 billableseconds: "1", //通话时长 calltype: "", //呼叫类型(outbound:呼出,inbound:呼入,空为内部呼叫) recordfile: "", //录音文件 uniqueid: "1325747409.260" //唯一标识 } ```

l通话日志2

```json { event: 'cc_cdr', uuid: '1541415929.807', //唯一标识 caller: '85322361', //主叫号码 called: '100', //被叫号码 queueCode: '630', //队列号码 agentCode: '100', //坐席分机 callType: 'incoming', //呼叫类型 cdrState: 'queue', //结束时所在位置:bridged接通;feedback评价;queue队列;ivr自动话务员 hangupSide: 'caller', //结束挂断方 hangupCause: 'ANALOG ANALOG_EVENT_ONHOOK', startTime: '2018-11-05 19:05:31', //通话开始时间 endTime: '2018-11-05 19:05:39', //通话结束时间 duration: '8', //通话持续时长 queueTime: '7', //队列中等待时间 feedbackTime: '0', //满意度评价使用的时间 ivrTime: '', //IVR中经历的时间 ringTime: '7', //振铃时长 holdTime: 0, //保持时长 pauseTime: 0, //后处理时长 talkingTime: '0', //通话时长 voicemailState: '0', //是否有语音留言 ivrId: '', //呼入经过的IVR的ID ivrName: '', //呼入经过的IVR的名称 ivrDtmf: '0', //呼入经过的DTMF按键 fwType: '', score: '0', //满意度评价数字 trunkNumber: '', //DID号码 forwardNumber: '', filePath: '', //录音文件 missCause: 'MEMBER_CANCEL', //来电丢失原因;NO_ASSIGN客服人数不够; NO_AGENT_ANSWER 电话不接听; NO_AGENT_LOGIN无人登陆;MEMBER_CANCEL排队10秒内挂机 mac: '68:69:2e:03:8b:3e' //设备MAC地址 } ``` 被动接收查询(电话系统作为HTTP服务端) l当前实时通话列表 请求指令: ``` bash curl -X POST "http://192.168.12.183:8000/coocenter-api/extensions/current-calls" -H "accept: application/json" ``` 返回数据: ``` json { "status":"success", "message":"Channels will follow", "data":[ { "calleridname":"896", //主叫名称 "calleridnum":"896", //主叫号码 "channel":"SIP/896-0000000b", //主叫通道 "channelstate":"6", //通道当前状态码 "channelstatedesc":"Up", //通道当前状态 "connectedlinename":"897", //被叫名称 "connectedlinenum":"897", //被叫号码 "duration":"00:02:58", //通话时长 } ] } ```

l分机注册信息列表

请求指令: ```bash curl -X GET "http:// 192.168.12.183:8000/coocenter-api/extensions/extension-status" -H "accept: application/json" ``` 返回数据: ``` json { "status":"success", "message":"Peer status list will follow", "data": [ { "Exten": "800", "Type": "SIP", "IPAddr": "-none-", "Status": "UNKNOWN" }, { "Exten": "801", "Type": "SIP", "IPAddr": "192.168.12.4", "Status": "OK (45 ms)" }, { "Exten": "802", "Type": "SIP", "IPAddr": "192.168.12.3", "Status": "OK (42 ms)" } ] } ```

l分机状态列表

请求指令: ```bash curl -X GET "http://192.168.12.183:8000/coocenter-api/extensions/extension-hints-status" -H "accept: application/json" ``` 返回数据: ``` json [ { "agentName": "800", "extension": "800", "extenType": "analogCallCenter", "status": "0" }, { "agentName": "801", "extension": "801", "extenType": "analogCallCenter", "status": "0" } ] ```

l队列数据信息

请求指令: ```bash curl -X GET "http://192.168.12.183:8000/coocenter-api/queues/queue-info" -H "accept: application/json" ``` 返回数据: ``` json { "status":"success", "message":"Queue status will follow", "data": { "630"://队列号码 [ {"name":"sip/876","paused":"0","penalty":"0"},//队列中的坐席信息(name:坐席通道,paused:是否暂停"0为取消暂停,1为暂停",penalty:权重"队列中呼叫的优先级别") {"name":"sip/805","paused":"0","penalty":"1"}, {"name":"sip/870","paused":"0","penalty":"0"}, {"name":"sip/802","paused":"0","penalty":"1"}, {"name":"sip/800","paused":"0","penalty":"0"}, {"name":"sip/899","paused":"0","penalty":"0"}, {"name":"sip/898","paused":"0","penalty":"0"}, {"name":"sip/895","paused":"0","penalty":"0"}, {"name":"sip/893","paused":"1","penalty":"0"} ], "631": [ {"name":"sip/870","paused":"0","penalty":"0"}, {"name":"sip/876","paused":"0","penalty":"0"}, {"name":"sip/897","paused":"0","penalty":"0"}, {"name":"sip/802","paused":"0","penalty":"0"}, {"name":"sip/898","paused":"0","penalty":"0"}, {"name":"sip/800","paused":"0","penalty":"0"} ], "632": [ {"name":"sip/897","paused":"0","penalty":"0"}, {"name":"sip/898","paused":"0","penalty":"0"} ] } } ```

l坐席暂停指令

请求指令: ** 设置暂停 ** ``` shell curl -X POST "http://192.168.12.183:8000/coocenter-api/queues/agent-pause" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "queue=630member=808state=on" ``` ** 取消暂停 ** ``` shell curl -X POST "http://192.168.12.183:8000/coocenter-api/queues/agent-pause" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "queue=630member=808state=on" ```

l坐席登录

请求指令: ** 坐席签入 ** ``` shell curl -X POST "http://192.168.12.183:8000/coocenter-api/queues/agent-login" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "extension=800queue=630" ``` 正确响应 ``` json { "status": "success", "message": "login extension success" } ** 坐席签出 ** ``` shell curl -X POST "http://192.168.12.183:8000/coocenter-api/queues/agent-logout" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "extension=800queue=630" ``` 正确响应 ``` json { "status": "success", "message": "logout extension success" }

l点击拨号

向电话系统 post 请求主叫号码,被叫号码. 电话系统首先拨打主叫号码,主叫接听后拨打被叫号码. 主叫 808 拨打被叫 809. ``` shell curl -X POST "http://192.168.12.183:8000/coocenter-api/extensions/click-number" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "src=808dst=809" ```

l通话挂断

挂断分机801的通话 请求指令: ``` shell curl -X POST "https://192.168.12.185:8080/coocenter-api/extensions/hangup" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "extension=801" ``` 正确响应 ``` json { "status": "success", "message": "hangup extension success" } ```

l呼叫转接

将802转给801 请求指令: ``` shell curl -X POST "https://192.168.12.185:8080/coocenter-api/extensions/transfer" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "dst=801src=802" ``` 正确响应 ``` json { "status": "success", "message": "tansfer extension success" }

l呼叫监听

使用分机801监听分机806 请求指令: ``` shell curl -X POST "http://192.168.12.183:8000/coocenter-api/extensions/extenSpy" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "dst=806src=801" ``` 正确响应 ``` json { "status": "success", "message": "spy extension success" }

l呼入黑名单

呼入号码黑名单包括添加/查看/删除三个 API ** 查看黑名单列表 ** ``` shell curl -X GET "http://192.168.12.183:8000/coocenter-api/blacklist/index" -H "accept: application/json" ``` 正确响应 ``` json { "status": "success", "data": [ "123456" ] } ``` ** 删除黑名单 ** ``` shell curl -X DELETE "http://192.168.12.183:8000/coocenter-api/blacklist/delete" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "number=123456" ``` 正确响应 ``` json { "status": "success", "message": "Key deleted successfully" } ``` ** 添加黑名单 ** ``` shell curl -X POST "http://192.168.12.183:8000/coocenter-api/blacklist/create" -H "accept: application/json" -H "Content-Type: application/x-www-form-urlencoded" -d "number=123123" ``` 正确响应 ``` json { "status": "success", "message": "Updated database successfully" } ```

l获取录音文件

请求指令: ```bash curl -X GET "http://192.168.12.183:8000/coocenter-api/monitor/${filePath}" ``` 返回录音文件

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