Query Information of Multiple Queues

Query the detailed information of multiple queues at the same time.

Request URL

GET {base_url}/{api_path}/queue/query?access_token={access_token}

Request parameters

Parameter Required Type Description
ids Yes String The unique ID of the queue(s).
Note:

Response parameters

Parameter Type Description
errcode Integer Returned error code.
  • 0: Succeed.
  • Non-zero value: Failed.
Note: You can check the error code and error message in Error Code and Error Message.
errmsg String Returned message.
  • SUCCESS: Succeed.
  • FAILURE: Failed.
data Object <Queue_DetailInfo> The detailed information of each queue.
Queue_DetailInfo
Parameter Type Description
id Integer The unique ID of the queue.
number String Queue number.
name String Queue name.
ring_strategy String The ring strategy of the queue.
  • ring_all: Ring all available agents simultaneously until someone answers.
  • least_recent: Ring the available agent that was least recently called.
  • fewest_calls: Ring the available agent with the fewest completed calls.
  • random: Ring the agents randomly.
  • rrmemory: Round robin with memory.
  • linear: Ring the available agent in specific order based on the type of agents in the queue.
moh String The music to be played when callers are waiting in the queue.
max_wait_time Integer The maximum time that callers are allowed to wait for an available agent in the queue (Unit: Second).
fail_dest String The destination type of unanswered queue calls.
  • end_call: Hang Up.
  • extension: Extension.
  • ext_vm: Extension Voicemail.
  • group_vm: Group Voicemail.
  • ivr: IVR.
  • ring_group: Ring Group.
  • queue: Queue.
  • external_num: External Number.
  • play_greeting: Play Prompt and Exit.
fail_dest_prefix String This parameter returns different values depending on the destination type of unanswered queue calls (fail_dest).
  • When the destination type is external_num, the parameter returns the dial-out prefix of the external number.
  • When the destination type is play_greeting, the parameter returns the play count of the prompt.
fail_dest_value String The destination of unanswered queue calls. This parameter returns different values depending on the destination type of unanswered queue calls (fail_dest).
  • When the destination type is play_greeting, this parameter returns the custom prompt file name. E.g. demo.wav.
  • When the destination type is extension, ext_vm, group_vm, ivr, ring_group, or queue, this parameter returns the unique ID of the destination.

    For example, the destination is the extension 2002, then this parameter returns the extension ID 2.

  • When the destination type is external_num, the parameter returns the external number.
agent_timeout Integer Ringing timeout for agents (Unit: Second).
retry_time Integer The time interval before ringing the next available agent after the previous available agent's ringing timeout (Unit: Second).
wrap_up_time Integer Wrap-up time for agents, which can be used to handle post-call tasks after finishing a call (Unit: Second).
Note: Agents will NOT receive queue calls until the wrap-up time is over.
enb_ring_in_use Integer Assign queue calls to agents that are during an active call.
  • 0: Disabled.
  • 1: Enabled.
agent_prompt String The prompt to be played to agents when they answer a queue call.
enb_auto_pause Integer When the number of consecutive missed queue calls for an agent reach a threshold, the system automatically pauses the agent and sends a notification email.
  • 0: Disabled.
  • 1: Enabled.
max_pause_miss_call Integer The threshold for agent's consecutive missed calls.
enb_email_miss_call Integer Notify queue managers by email when a queue call is missed.
  • 0: Disabled.
  • 1: Enabled.
enb_email_abandon_call Integer Notify queue managers by email when a queue call is abandoned.
  • 0: Disabled.
  • 1: Enabled.
enb_email_sla_alarm Integer Notify queue managers by email when the Service Level Agreement (SLA) is lower than its alarm threshold.
  • 0: Disabled.
  • 1: Enabled.
callback_enb_request_email Integer Notify queue managers by email when callers successfully request a queue callback.
  • 0: Disabled.
  • 1: Enabled.
callback_enb_failed_email Integer Notify queue managers by emails when callers fail to request a queue callback.
  • 0: Disabled.
  • 1: Enabled.
max_calls Integer The maximum number of callers allowed to wait in the queue.
alert_info 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 Queue.
enb_leave_empty Integer Route calls to the destination of unanswered queue calls (fail_dest) when there are no available agents in the queue.
  • 0: Disabled.
  • 1: Enabled.
enb_join_empty Integer Whether to allow new incoming calls to join the queue when there are no available agents.
  • 0: Disabled.
  • 1: Enabled.
enb_callback Integer Whether the queue callback is enabled.
  • 0: Disabled.
  • 1: Enabled.
callback_timeout String Type of the callback timeout.
Note: Callback timeout refers to the duration that a callback request can be reserved in the queue.
  • queue_max_wait_time: The maximum waiting time of the queue.
  • custom: Custom timeout duration.
callback_timeout_num 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.

callback_method String Method for callers to trigger callback requests when the queue is busy.
  • digit: Triggered by caller input.
  • timeout: Auto triggered after the timeout.
callback_press_key String The key to trigger a callback request when callback_method is digit.
callback_outbound_prefix String The prefix of the outbound route which is used for queue callback.
callback_trigger_timeout Integer The timeout duration to trigger the callback request when callback_method is timeout (Unit: Second).
sla_time Integer The Service Level Agreement (SLA) time (Unit: Second).
sla_interval 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.

sla_alarm_threshold Integer The Service Level Agreement (SLA) alarm threshold for the queue.
join_prompt String The prompt played to callers when they join the queue.
enb_announce_agent_id Integer Announce the agent ID to callers.
  • 0: Disabled.
  • 1: Enabled.
enb_announce_default_prompt Integer Periodically play the prompt "Thank You for Your Patience" to callers while they are waiting in the queue.
  • 0: Disabled.
  • 1: Enabled.
enb_announce_pos Integer When callers are waiting in the queue, periodically announce the number of people waiting ahead of them.
  • 0: Disabled.
  • 1: Enabled.
enb_announce_hold_time Integer Periodically announce the estimated waiting time to callers while they are waiting in the queue.
  • 0: Disabled.
  • 1: Enabled.
caller_announce_freq Integer The time interval to announce the number of people waiting ahead to the callers (Unit: Second).
sys_announce_prompt String The queue announcement which is periodically played to callers after they join the queue.
sys_announce_freq Integer The time interval to play the queue announcements (Unit: Second).
satisfa_survey_prompt String The satisfaction survey prompt played to the caller after the agent hangs up the call.
press_key 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

key_dest String The destination type of the key.
  • end_call: Hang Up.
  • extension: Extension.
  • ext_vm: Extension Voicemail.
  • group_vm: Group Voicemail.
  • ivr: IVR.
  • ring_group: Ring Group.
  • queue: Queue.
  • external_num: External Number.
  • play_greeting: Play Prompt and Exit.
key_dest_prefix String This parameter returns different values depending on the destination type of the key (key_dest).
  • When the destination type is external_num, the parameter returns the dial-out prefix of the external number.
  • When the destination type is play_greeting, the parameter returns the play count of the prompt.
key_dest_value String The destination of the key. This parameter returns different values depending on the destination type of the key (key_dest).
  • When the destination type is play_greeting, this parameter returns the custom prompt file name. E.g. demo.wav.
  • When the destination type is extension, ext_vm, group_vm, ivr, ring_group, or queue, this parameter returns the unique ID of the destination.

    For example, the destination is the extension 2002, then this parameter returns the extension ID 2.

  • When the destination type is external_num, the parameter returns the external number.
dynamic_agent_list Array <Dynamic_Agent_List> Information of the dynamic agents.
static_agent_list Array <Static_Agent_List> Information of the static agents.
manager_list Array <Manager_List> Information of the queue managers.
satisfaction_survey_point_list Array <Satisfaction_Survey_Point_List> Satisfaction survey points. Different keys correspond to different points.
Dynamic_Agent_List
Parameter Type Description
text String The name of the dynamic agent.
text2 String The extension number of the dynamic agent.
value String The extension ID of the dynamic agent.
type String The type of the dynamic agent.
  • extension
Static_Agent_List
Parameter Type Description
text String The name of the static agent.
text2 String The extension number of the static agent.
value String The extension ID of the static agent.
type String The type of the static agent.
  • extension
Manager_List
Parameter Type Description
text String The name of the queue manager.
text2 String The extension number of the queue manager.
value String The extension ID of the queue manager.
type String The type of the queue manager.
  • extension
Satisfaction_Survey_Point_List
Parameter Type Description
K String Satisfaction survey rating keys.
  • Number 0 - 9
  • *
P Integer Satisfaction survey points.

Examples

Request example

Query the detailed information of two queues (ID: 2 & 3) at the same time.

GET /openapi/v1.0/queue/query?access_token=fGOeOApG44LyCYDkRtQ3lkbwjECCya6W&ids=2,3 HTTP/1.1
Host: 192.168.5.150:8088
Response example
HTTP/1.1 200 OK
{
    "errcode": 0,
    "errmsg": "SUCCESS",
    "data": [
        {
            "id": 2,
            "number": "6401",
            "name": "Marketing",
            "ring_strategy": "random",
            "moh": "default",
            "max_wait_time": 1800,
            "fail_dest": "end_call",
            "fail_dest_prefix": "",
            "fail_dest_value": "",
            "agent_timeout": 30,
            "retry_time": 30,
            "wrap_up_time": 30,
            "enb_ring_in_use": 0,
            "agent_prompt": "",
            "enb_auto_pause": 0,
            "max_pause_miss_call": 0,
            "enb_email_miss_call": 1,
            "enb_email_abandon_call": 1,
            "enb_email_sla_alarm": 1,
            "callback_enb_request_email": 1,
            "callback_enb_failed_email": 1,
            "max_calls": 0,
            "alert_info": "",
            "enb_leave_empty": 1,
            "enb_join_empty": 0,
            "enb_callback": 0,
            "callback_timeout": "queue_max_wait_time",
            "callback_timeout_num": 1800,
            "callback_method": "digit",
            "callback_press_key": "1",
            "callback_outbound_prefix": "",
            "callback_trigger_timeout": 0,
            "sla_time": 60,
            "sla_interval": 30,
            "sla_alarm_threshold": 80,
            "join_prompt": "",
            "enb_announce_agent_id": 0,
            "enb_announce_default_prompt": 1,
            "enb_announce_pos": 1,
            "enb_announce_hold_time": 1,
            "caller_announce_freq": 30,
            "sys_announce_prompt": "",
            "sys_announce_freq": 60,
            "satisfa_survey_prompt": "",
            "press_key": "",
            "key_dest": "end_call",
            "key_dest_prefix": "",
            "key_dest_value": "",
            "dynamic_agent_list": null,
            "static_agent_list": [
                {
                    "text": "Wayne Wang",
                    "text2": "1010",
                    "value": "76",
                    "type": "extension"
                },
                {
                    "text": "Shawn Shaw",
                    "text2": "1011",
                    "value": "83",
                    "type": "extension"
                }
            ],
            "manager_list": [
                {
                    "text": "Wayne Wang",
                    "text2": "1010",
                    "value": "76",
                    "type": "extension"
                },
                {
                    "text": "Phillip Huff",
                    "text2": "1001",
                    "value": "85",
                    "type": "extension"
                }
            ],
            "satisfaction_survey_point_list": [
                {
                    "k": "0",
                    "p": 1
                },
                {
                    "k": "1",
                    "p": 1
                },
                {
                    "k": "2",
                    "p": 1
                },
                {
                    "k": "3",
                    "p": 1
                },
                {
                    "k": "4",
                    "p": 1
                },
                {
                    "k": "5",
                    "p": 1
                },
                {
                    "k": "6",
                    "p": 1
                },
                {
                    "k": "7",
                    "p": 1
                },
                {
                    "k": "8",
                    "p": 1
                },
                {
                    "k": "9",
                    "p": 1
                },
                {
                    "k": "*",
                    "p": 1
                }
            ]
        },
        {
            "id": 3,
            "number": "6402",
            "name": "Tech Support",
            "ring_strategy": "ring_all",
            "moh": "default",
            "max_wait_time": 1800,
            "fail_dest": "end_call",
            "fail_dest_prefix": "",
            "fail_dest_value": "",
            "agent_timeout": 30,
            "retry_time": 30,
            "wrap_up_time": 30,
            "enb_ring_in_use": 0,
            "agent_prompt": "",
            "enb_auto_pause": 0,
            "max_pause_miss_call": 0,
            "enb_email_miss_call": 1,
            "enb_email_abandon_call": 1,
            "enb_email_sla_alarm": 1,
            "callback_enb_request_email": 1,
            "callback_enb_failed_email": 1,
            "max_calls": 3,
            "alert_info": "",
            "enb_leave_empty": 1,
            "enb_join_empty": 0,
            "enb_callback": 1,
            "callback_timeout": "queue_max_wait_time",
            "callback_timeout_num": 180,
            "callback_method": "digit",
            "callback_press_key": "1",
            "callback_outbound_prefix": "",
            "callback_trigger_timeout": 0,
            "sla_time": 60,
            "sla_interval": 30,
            "sla_alarm_threshold": 80,
            "join_prompt": "",
            "enb_announce_agent_id": 0,
            "enb_announce_default_prompt": 1,
            "enb_announce_pos": 1,
            "enb_announce_hold_time": 1,
            "caller_announce_freq": 30,
            "sys_announce_prompt": "",
            "sys_announce_freq": 60,
            "satisfa_survey_prompt": "",
            "press_key": "",
            "key_dest": "end_call",
            "key_dest_prefix": "",
            "key_dest_value": "",
            "dynamic_agent_list": [
                {
                    "text": "Leo Ball",
                    "text2": "1000",
                    "value": "73",
                    "type": "extension"
                },
                {
                    "text": "Phillip Huff",
                    "text2": "1001",
                    "value": "85",
                    "type": "extension"
                }
            ],
            "static_agent_list": [
                {
                    "text": "Madison Cooper",
                    "text2": "1004",
                    "value": "96",
                    "type": "extension"
                },
                {
                    "text": "Kevin Connor",
                    "text2": "1005",
                    "value": "97",
                    "type": "extension"
                },
                {
                    "text": "Kristin Hale",
                    "text2": "1006",
                    "value": "92",
                    "type": "extension"
                }
            ],
            "manager_list": [
                {
                    "text": "Leo Ball",
                    "text2": "1000",
                    "value": "73",
                    "type": "extension"
                }
            ],
            "satisfaction_survey_point_list": [
                {
                    "k": "0",
                    "p": -5
                },
                {
                    "k": "1",
                    "p": -2
                },
                {
                    "k": "2",
                    "p": 0
                },
                {
                    "k": "3",
                    "p": 2
                },
                {
                    "k": "4",
                    "p": 5
                },
                {
                    "k": "5",
                    "p": 1
                },
                {
                    "k": "6",
                    "p": 1
                },
                {
                    "k": "7",
                    "p": 1
                },
                {
                    "k": "8",
                    "p": 1
                },
                {
                    "k": "9",
                    "p": 1
                },
                {
                    "k": "*",
                    "p": 1
                }
            ]
        }
    ]
}