Edit a Queue
Edit a queue.
Request URL
POST {base_url}/{api_path}/queue/update?access_token={access_token}
Request parameters
Parameter | Required | Type | Description |
---|---|---|---|
id | Yes | Integer | The unique ID of the queue. |
number | No | String | Queue number. |
name | No | String | Queue name. |
enb_queue_skill_based_routing | No | Integer | Whether to route queue calls based on agents' skill
levels. Valid value:
|
ring_strategy | No | String | The ring strategy of the queue. Valid value:
Note: If enb_queue_skill_based_routing
is set to 1 , queue calls will be routed in
descending order of the agents' skill levels, and the ring
strategy will only apply to agents with the same skill
level. |
moh | No | String | The music to be played when callers are waiting in the
queue. Valid value:
|
max_wait_time | No | Integer | The maximum time that callers are allowed to wait for an
available agent in the queue (Unit: Second). Valid
value: 0 -
9999999 .Note: 0 indicates no restriction on the
caller's waiting time in the queue. |
fail_dest | No | String | The destination type of unanswered queue calls. Valid value:
|
fail_dest_prefix | No | String | This parameter defines different settings depending on the
destination type of unanswered queue calls (fail_dest).
|
fail_dest_value | No | String | The destination of unanswered queue calls. This parameter
defines different settings depending on the destination type of
unanswered queue calls (fail_dest).
|
agent_timeout | No | Integer | Ringing timeout for agents (Unit: Second). Valid
value: 1 -
9999999 .Note: If
an agent did not answer the call after the ringing
timeout, system will ring the next available agent
according to the ring strategy. |
retry_time | No | Integer | The time interval before ringing the next available agent
after the previous available agent's ringing timeout
(Unit: Second). Valid value:
|
wrap_up_time | No | Integer | Wrap-up time for agents, which can be used to handle
post-call tasks after finishing a call (Unit: Second).
Valid value: Note: Agents will NOT receive queue calls until the wrap-up time
is over. |
agent_prompt | No | String | The prompt to be played to agents when they answer a queue
call. Valid value: Name of the existing custom prompt file on PBX (Path: ). |
enb_ring_in_use | No | Integer | Assign queue calls to agents that are during an active call.
Valid value:
|
enb_auto_pause | No | Integer | When the number of consecutive missed queue calls for an
agent reach the threshold, the system automatically pauses the
agent and sends a notification email. Valid value:
|
max_pause_miss_call | No | Integer | The threshold for agent's consecutive missed
calls. Valid value: |
dynamic_agent_list | No | Array <Dynamic_Agent_List> | Information of the dynamic agents. |
static_agent_list | No | Array <Static_Agent_List> | Information of the static agents. |
manager_list | No | Array <Manager_List> | Information of the queue managers. |
enb_email_miss_call | No | Integer | Notify queue managers by email when a queue call is
missed. Valid value:
|
enb_email_abandon_call | No | Integer | Notify queue managers by email when a queue call is
abandoned. Valid value:
|
enb_email_sla_alarm | No | Integer | Notify queue managers by email when the Service Level
Agreement (SLA) is lower than its alarm threshold. Valid
value:
|
callback_enb_request_email | No | Integer | Notify queue managers by email when callers successfully
request a queue callback. Valid value:
|
callback_enb_failed_email | No | Integer | Notify queue managers by emails when callers fail to request
a queue callback. Valid value:
|
max_calls | No | Integer | The maximum number of callers allowed to wait in the
queue. Valid value: |
alert_info | No | String | The "Alert-info" Header in the INVITE request to trigger the IP phone to play distinctive ringtones when receiving an incoming call from this IVR. |
enb_leave_empty | No | Integer | Callers already on hold will be forced out of a queue when no
agents are available. Valid value:
|
empty_defined_for_leave_empty | No | String | Define the scenario(s) in which the queue is considered to
have no agents available, and on-hold callers are forced out of
the queue. Valid value:
Note: If you don't configure
this parameter, it will be filled with the default value
"1,2" . |
enb_disallow_to_join_when_empty | No | Integer | Disallow callers to join a queue where no agents are
available. Valid value:
|
empty_defined_for_disallow_to_join_when_empty | No | String | Define the scenario(s) in which the queue is considered to
have no agents available, and callers are NOT allowed to
join. Valid value:
Note: If you don't configure
this parameter, it will be filled with the default value
"1,2" . |
sla_time | No | Integer | The Service Level Agreement (SLA) time (Unit:
Second). Valid value: |
sla_interval | No | Integer | The evaluation interval (Unit: Minute). The time interval to compare the queue's SLA performance against the SLA alarm threshold, so the system can send a notification email accordingly. Valid value:
|
sla_alarm_threshold | No | Integer | The Service Level Agreement (SLA) alarm threshold for the
queue. Valid value: |
join_prompt | No | String | The prompt played to callers when they join the
queue. Valid value: Name of the existing custom prompt file on PBX (Path: ). |
enb_announce_agent_id | No | Integer | Announce the agent ID to callers. Valid value:
|
enb_announce_default_prompt | No | Integer | Periodically play the prompt "Thank You for Your Patience" to
callers while they are waiting in the queue. Valid value:
|
enb_announce_pos | No | Integer | When callers are waiting in the queue, periodically announce
the number of people waiting ahead of them. Valid value:
|
enb_announce_hold_time | No | Integer | Periodically announce the estimated waiting time to callers
while they are waiting in the queue. Valid value:
|
caller_announce_freq | No | Integer | The time interval to announce the number of people waiting
ahead to the callers (Unit: Second). Valid
value: |
sys_announce_prompt | No | String | The queue announcement which is periodically played to
callers after they reach the queue. Valid value: Name of the existing custom prompt file on PBX (Path: ). |
sys_announce_freq | No | Integer | The time interval to play the queue announcements
(Unit: Second). Valid value:
|
satisfa_survey_prompt | No | String | The satisfaction survey prompt played to the caller after the
agent hangs up the call. Valid value:
|
satisfa_survey_end_prompt | No | String | The prompt played to callers after they press the key to rate
agent's
service. Valid value:
Note: This parameter ONLY takes effect
when
satisfa_survey_prompt is
configured. |
satisfaction_survey_point_list | No | Array <Satisfaction_Survey_Point_List> | Satisfaction survey points. Different keys correspond to different points. |
press_key | No | String | The key to trigger the key press event. After callers input the key according to the prompt, the call will be routed to the specified destination. Valid
value:
|
key_dest | No | String | The destination type of the key. Valid value:
|
key_dest_prefix | No | String | This parameter defines different settings depending on the
destination type of the key (key_dest).
|
key_dest_value | No | String | The destination of the key. This parameter defines different
settings depending on the destination type of the key (key_dest).
|
enb_callback | No | Integer | Whether to enable queue callback. Valid value:
|
callback_method | No | String | Method for callers to trigger callback requests when the
queue is busy. Valid value:
|
callback_press_key | No | String | The key to trigger a callback request. Valid value:
|
callback_trigger_timeout | No | Integer | The timeout duration to trigger the callback request
(Unit: Second). Valid value: |
callback_outbound_prefix | No | String | The prefix of the outbound route which is used for queue callback. |
callback_timeout | No | String | Type of the callback timeout. Note: Callback timeout refers to the duration that a callback
request can be reserved in the queue. Valid value:
|
callback_timeout_num | No | Integer | Callback timeout duration (Unit: Second). If there are no available agents in the queue within the timeout duration, the callback request will be cancelled. Valid value: |
- Dynamic_Agent_List
-
Parameter Required Type Description value Yes String The extension ID of the dynamic agent. Note: You can query agent's extension ID using Search Specific Extensions.type No String The type of the dynamic agent. Valid value:
extension
number_value No Integer The skill level of the dynamic agent. Valid value:1
-99
Note:- The smaller the number, the higher the skill level, and consequently the higher the priority for ringing.
- If you do not configure this parameter, it
will be filled with the default value
1
(the highest skill level). - This parameter takes effect ONLY when
enb_queue_skill_based_routing
is set to1
.
- Static_Agent_List
-
Parameter Required Type Description value Yes String The extension ID of the static agent. Note: You can query agent's extension ID using Search Specific Extensions.type No String The type of the static agent. Valid value:
extension
number_value No Integer The skill level of the static agent. Valid value:1
-99
Note:- The smaller the number, the higher the skill level, and consequently the higher the priority for ringing.
- If you do not configure this parameter, it
will be filled with the default value
1
(the highest skill level). - This parameter takes effect ONLY when
enb_queue_skill_based_routing
is set to1
.
- Manager_List
-
Parameter Required Type Description value Yes String The extension ID of the queue manager. Note: You can query the manager's extension ID using Search Specific Extensions.type No String The type of the queue manager. Valid value:
extension
- Satisfaction_Survey_Point_List
-
Parameter Required Type Description K Yes String Satisfaction survey rating keys. Valid value:
- Number
0
-9
*
P Yes Integer Satisfaction survey points. Valid value:
-99
-99
- Number
Response parameters
Parameter | Type | Description |
---|---|---|
errcode | Integer | Returned error code.
Note: You can check the error code and
error message in Error Code and Error Message.
|
errmsg | String | Returned message.
|
Examples
Request example
- Replace the queue name with "PreSale".
- Change the ring strategy to "Ring All".
- Replace the static agents with users (Extension ID: 76 & 85).
POST /openapi/v1.0/queue/update?access_token=sRuPSzYcPflKgdwSVpA1lhxlVLw0q0z1 HTTP/1.1
Host: 192.168.5.150:8088
Content-Type: application/json
{
"id":6,
"name": "PreSale",
"ring_strategy":"ring_all",
"static_agent_list": [
{
"value":"76",
"type":"extension"
},
{
"value":"85",
"type":"extension"
}
]
}
Response exampleHTTP/1.1 200 OK
{
"errcode": 0,
"errmsg": "SUCCESS"
}