Hc_queue - Управление очередями виртуального call-центра
Hс_queue_add_agent
Команда предназначена для добавления агентов в выбранную очередь call-центра.
Аналог команды в CoCon:
domain/<DOMAIN>/cc/queue/<QUEUE>/add-agent
Метод HTTP-запроса:
POST
Шаблон HTTP-запроса:
http://host:port/commands/queue_add_agent
Код HTTP-ответа:
- 200 – в случае успеха;
- 404 – в случае ошибки.
XSD-схема XML-файла запроса/ответа:
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="hc_queue_common.xsd"/>
<xs:include schemaLocation="error.xsd"/>
<!--errorReasonType-->
<xs:simpleType name="warningReasonType">
<xs:restriction base="xs:string">
<xs:enumeration value="already_added"/>
<xs:enumeration value="not_exists"/>
</xs:restriction>
</xs:simpleType>
<!--errorsType-->
<xs:complexType name="warningsType">
<xs:sequence>
<xs:element name="warning" minOccurs="0" maxOccurs="unbounded">
<xs:complexType>
<xs:attribute name="agent" type="xs:string"/>
<xs:attribute name="reason" type="warningReasonType"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
<!--in-->
<xs:element name ="in">
<xs:complexType>
<xs:sequence>
<xs:element name="request">
<xs:complexType>
<xs:sequence>
<xs:element name="agents" type="agentsType"/>
</xs:sequence>
<xs:attribute name="domain" use="required"/>
<xs:attribute name="queue" use="required"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<!--out-->
<xs:element name="out">
<xs:complexType>
<xs:choice>
<xs:element name="response">
<xs:complexType>
<xs:choice>
<!--all agents was added-->
<xs:element name="ok">
<xs:complexType/>
</xs:element>
<!--not very bad. command works fine but some agents not added:-->
<xs:element name="warnings" type="warningsType"/>
</xs:choice>
</xs:complexType>
</xs:element>
<!--bad. command failed:-->
<xs:element name="error" type="errorType"/>
</xs:choice>
</xs:complexType>
</xs:element>
</xs:schema>
CODE
Пример
Запрос:
http://192.168.1.21:9999/commands/queue_add_agent
<?xml version="1.0" encoding="UTF-8"?>
<in
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_add_agent.xsd">
<request domain="biysk.local" queue="qltp3">
<agents>
<agent name = "521"/>
<agent name = "522"/>
<agent name = "523"/>
<agent name = "524"/>
<agent name = "525"/>
</agents>
</request>
</in>
CODE
Ответ:
<?xml version="1.0"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_add_agent.xsd">
<response>
<warnings>
<warning agent="525" reason="already_added"/>
</warnings>
</response>
</out>
CODE
Ответ на тот же самый запрос, если агент с именем "529" не существует в контакт-центре:
<?xml version="1.0"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_add_agent.xsd">
<response>
<warnings>
<warning agent="529" reason="not_exists"/>
</warnings>
</response>
</out>
CODE
Hс_queue_clean
Очистить указанные свойства очереди виртуального call-центра.
Аналог команды в CoCon:
domain/<DOMAIN>/cc/queue/<QUEUE>/clean
Метод HTTP-запроса:
POST
Шаблон HTTP-запроса:
http://host:port/commands/queue_clean
Код HTTP-ответа:
- 200 – в случае успеха;
- 404 – в случае ошибки.
XSD-схема XML-файла запроса/ответа:
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="hc_queue_common.xsd"/>
<xs:include schemaLocation="error.xsd"/>
<xs:complexType name="propertyNameType">
<xs:attribute name="name" type="xs:string"/>
</xs:complexType>
<xs:element name = "in">
<xs:complexType>
<xs:sequence>
<xs:element name="request">
<xs:complexType>
<xs:sequence>
<!--request body-->
<xs:element name="queue">
<xs:complexType>
<xs:sequence>
<xs:element name="property" type="propertyNameType" maxOccurs="unbounded"/>
</xs:sequence>
<!--queue name-->
<xs:attribute name="name" use="required"/>
</xs:complexType>
</xs:element>
<!--end-->
</xs:sequence>
<!--request attributes-->
<xs:attribute name="domain" use="required"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name = "out">
<xs:complexType>
<xs:choice>
<!--Positive case-->
<xs:element name="response">
<xs:complexType>
<xs:sequence>
<xs:element name="ok"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<!--Or error-->
<xs:element name="error" type="errorType"/>
</xs:choice>
</xs:complexType>
</xs:element>
</xs:schema>
CODE
Пример 1
Запрос: http://192.168.1.21:9999/commands/queue_clean
<?xml version="1.0" encoding="UTF-8"?>
<in>
<request domain="biysk.local">
<queue name="qltp3">
<property name="description"/>
<property name="max_wait_time"/>
<property name="some\custom\property"/>
</queue>
</request>
</in>
CODE
Ответ:
<?xml version="1.0"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_clean.xsd">
<response>
<ok/>
</response>
</out>
CODE
Пример 2
Ответ (434) на предыдущий запрос если нет такой очереди:
<?xml version="1.0" encoding="UTF-8"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_clean.xsd">
<error cmd="queue_clean" reason="nocommand" body="Command not found by path /domain/biysk.local/cc/queue/qltp4/clean."/>
</out>
CODE
Hс_queue_configuration
Команда позволяет выбрать свойства очереди указанного сall-центра из БД.
Аналог команды в CoCon:
domain/<DOMAIN>/cc/queue/configuration <QUEUE>
domain/<DOMAIN>/cc/queue/<QUEUE>/configuration
Метод HTTP-запроса:
POST
Шаблон HTTP-запроса:
http://host:port/commands/queue_configuration
Код HTTP-ответа:
- 200 – в случае успеха;
- 404 – в случае ошибки.
XSD-схема XML-файла запроса/ответа:
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="hc_queue_common.xsd"/>
<!--configurationsType-->
<xs:complexType name="configurationsType">
<xs:sequence>
<xs:element name="queue" type="queueType" minOccurs="0" maxOccurs="unbounded"/>
</xs:sequence>
</xs:complexType>
<!--in-->
<xs:element name = "in">
<xs:complexType>
<xs:sequence>
<xs:element name="request">
<xs:complexType>
<xs:sequence>
<!--request body-->
<xs:element name="queue" minOccurs="0" maxOccurs="unbounded">
<xs:complexType>
<xs:attribute name="name" type="xs:string" use="required"/>
</xs:complexType>
</xs:element>
<!--end-->
</xs:sequence>
<xs:attribute name="domain" type="xs:string" use="required"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<!--out-->
<xs:element name = "out">
<xs:complexType>
<xs:sequence>
<xs:element name="response">
<xs:complexType>
<xs:sequence>
<xs:element name="queues" type="configurationsType"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
CODE
Пример
Запрос:
http://192.168.1.21:9999/commands/queue_configuration
<?xml version="1.0" encoding="UTF-8"?>
<in
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_configuration.xsd">
<request domain="biysk.local">
<queue name="line1"/>
<queue name="line2"/>
<queue name="qltp3"/>
</request>
</in>
CODE
Ответ:
<?xml version="1.0"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_configuration.xsd">
<response>
<queues>
<queue name="line1" ringback_mode="once" distribution_mode="random" max_wait_time="3600" description="" skill_based_distribution="false" max_distribution_attempts="3" max_distribution_duration="10" window_duration="10" remember_choice="none">
<groups>
<group name="ltp1"/>
</groups>
<agents>
<agent name="509"/>
<agent name="508"/>
<agent name="507"/>
<agent name="506"/>
<agent name="505"/>
<agent name="504"/>
<agent name="503"/>
<agent name="502"/>
<agent name="501"/>
<agent name="500"/>
</agents>
<properties>
<property name="time_prediction\statistics\lower_threshold" value="10"/>
<property name="time_prediction\statistics\upper_threshold" value="1800"/>
<property name="time_prediction\statistics\max_count" value="100"/>
<property name="time_prediction\based_on" value="defined_value"/>
<property name="time_prediction\defined_value" value="60"/>
<property name="time_prediction\min_values_in_statistics" value="10"/>
</properties>
</queue>
<queue name="line2" ringback_mode="once" distribution_mode="random" max_wait_time="3600" description="" skill_based_distribution="false" max_distribution_attempts="3" max_distribution_duration="10" window_duration="10" remember_choice="none">
<groups>
<group name="ltp2"/>
</groups>
<agents>
<agent name="518"/>
<agent name="517"/>
<agent name="516"/>
<agent name="515"/>
<agent name="514"/>
<agent name="513"/>
<agent name="512"/>
<agent name="511"/>
<agent name="510"/>
</agents>
<properties>
<property name="time_prediction\statistics\lower_threshold" value="10"/>
<property name="time_prediction\statistics\upper_threshold" value="1800"/>
<property name="time_prediction\statistics\max_count" value="100"/>
<property name="time_prediction\based_on" value="defined_value"/>
<property name="time_prediction\defined_value" value="60"/>
<property name="time_prediction\min_values_in_statistics" value="10"/>
</properties>
</queue>
<queue name="qltp3" queue_length="6" ringback_mode="once" distribution_mode="random" max_wait_time="1800" description="my queue" skill_based_distribution="false" max_distribution_attempts="2" max_distribution_duration="20" window_duration="5" remember_choice="none">
<groups>
<group name="group1"/>
<group name="group2"/>
</groups>
<agents>
<agent name="526"/>
<agent name="525"/>
<agent name="524"/>
<agent name="523"/>
<agent name="522"/>
<agent name="521"/>
</agents>
<properties>
<property name="time_prediction\statistics\lower_threshold" value="10"/>
<property name="time_prediction\statistics\upper_threshold" value="1800"/>
<property name="time_prediction\statistics\max_count" value="100"/>
<property name="time_prediction\based_on" value="defined_value"/>
<property name="time_prediction\defined_value" value="60"/>
<property name="time_prediction\min_values_in_statistics" value="10"/>
<property name="another\custom\property" value="[another,term]"/>
<property name="some\custom\property" value="{erlang,term}"/>
</properties>
</queue>
</queues>
</response>
</out>
CODE
Hс_queue_declare
Команда позволяет создать новую очередь.
Аналог команды в CoCon:
domain/<DOMAIN>/cc/queue/declare
Метод HTTP-запроса:
POST
Шаблон HTTP-запроса:
http://host:port/commands/queue_declare
Код HTTP-ответа:
- 201 – в случае успеха;
- 404 – в случае ошибки.
XSD-схема XML-файла запроса/ответа:
hc_queue_common.xsd
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="common_types.xsd"/>
<!--distributionModeType-->
<xs:simpleType name = "distributionModeType">
<xs:restriction base="xs:string">
<xs:enumeration value="random"/>
<xs:enumeration value="loa"/>
<xs:enumeration value="mia"/>
<xs:enumeration value="multicall"/>
<xs:enumeration value="serial"/>
<xs:enumeration value="cycled"/>
<xs:enumeration value="progressive"/>
<xs:enumeration value="manual"/>
</xs:restriction>
</xs:simpleType>
<!--rememberChoiceType-->
<xs:simpleType name = "rememberChoiceType">
<xs:restriction base="xs:string">
<xs:enumeration value="none"/>
<xs:enumeration value="strict"/>
<xs:enumeration value="non_strict"/>
</xs:restriction>
</xs:simpleType>
<!--ringbackModeType-->
<xs:simpleType name = "ringbackMode">
<xs:restriction base="xs:string">
<xs:enumeration value="once"/>
<xs:enumeration value="none"/>
</xs:restriction>
</xs:simpleType>
<!--aliasAgentType-->
<xs:complexType name="aliasAgentType">
<xs:attribute name="number" type="xs:string" use="required"/>
</xs:complexType>
<!--aliasAgentType-->
<xs:complexType name="ccAgentType">
<xs:attribute name="name" type="xs:string" use="required"/>
</xs:complexType>
<!--groupType-->
<xs:complexType name="groupType">
<xs:attribute name="name" type="xs:string" use="required"/>
</xs:complexType>
<!--agentsType-->
<xs:complexType name="agentsType">
<xs:sequence>
<xs:element name="alias" type="aliasAgentType" minOccurs="0" maxOccurs="unbounded"/>
<xs:element name="agent" type="ccAgentType" minOccurs="0" maxOccurs="unbounded"/>
</xs:sequence>
</xs:complexType>
<!--groupsType-->
<xs:complexType name="groupsType">
<xs:sequence>
<xs:element name="group" type="groupType" minOccurs="0" maxOccurs="unbounded"/>
</xs:sequence>
</xs:complexType>
<!--customPropertiesType-->
<xs:complexType name="customPropertiesType">
<xs:sequence>
<xs:element name="property" type="propertyType" minOccurs="0" maxOccurs="unbounded">
<xs:annotation>
<xs:documentation xml:lang="en">
Available custom properties:
time_prediction\statistics\lower_threshold :: Lower threshold of conversation duration in seconds. Values less then lower threshold ignored during prediction. Default is 10 seconds.
time_prediction\statistics\upper_threshold :: Upper threshold of conversation duration in seconds. Values greater then upper threshold ignored during prediction. Default is 30 minutes.
time_prediction\statistics\max_count :: Max values stored in the statistics count. Default is 100.
time_prediction\based_on :: average | most_freq | defined_value. What value to consider during prediction. Default is average.
average - processed conversation duration average.
most_freq - most frequently appeared interval of conversation processing duration.
defined_value - manually specified value of conversation processing duration.
time_prediction\defined_value :: Manually defined single conversation processing time in seconds. It used in prediction if it explicitly specified by time_prediction\based_on or if statistic values count less then time_prediction\min_values_in_statistics. Default is 60 seconds.
time_prediction\min_values_in_statistics :: Min values count in the statistics to make prediction. If values count less then time_prediction\min_values_in_statistics then queue will use time_prediction\defined_value as estimate value of the single conversation handling duration. Default is 10.
</xs:documentation>
</xs:annotation>
</xs:element>
</xs:sequence>
</xs:complexType>
<!--queueType-->
<xs:complexType name="queueType">
<xs:all>
<xs:element name="agents" type="agentsType" minOccurs="0"/>
<xs:element name="groups" type="groupsType" minOccurs="0"/>
<xs:element name="properties" type="customPropertiesType" minOccurs="0"/>
</xs:all>
<xs:attribute name="name" type="xs:string" use="required"/>
<xs:attribute name="distribution_mode" type="distributionModeType" use="optional"/>
<xs:attribute name="max_wait_time" type="xs:nonNegativeInteger" use="optional"/>
<xs:attribute name="max_distribution_attempts" type="xs:nonNegativeInteger" use="optional"/>
<xs:attribute name="max_distribution_duration" type="xs:nonNegativeInteger" use="optional"/>
<xs:attribute name="ringback_mode" type="ringbackMode" use="optional"/>
<xs:attribute name="max_predicted_time" type="xs:nonNegativeInteger" use="optional"/>
<xs:attribute name="window_duration" type="xs:nonNegativeInteger" use="optional"/>
<xs:attribute name="queue_length" type="xs:nonNegativeInteger" use="optional"/>
<xs:attribute name="max_active_waiting_callbacks" type="xs:nonNegativeInteger" use="optional"/>
<xs:attribute name="description" type="xs:string" use="optional"/>
<xs:attribute name="remember_choice" type="rememberChoiceType" use="optional"/>
<xs:attribute name="skill_based_distribution" type="xs:boolean" use="optional"/>
<xs:attribute name="decline_if_no_operators" type="xs:boolean" use="optional"/>
<xs:attribute name="email" type="xs:string" use="optional"/>
<xs:attribute name="auxwork_if_no_answer" type="xs:string" use="optional"/>
<xs:attribute name="auxwork_if_reject" type="xs:string" use="optional"/>
<xs:attribute name="lock_if_no_answer" type="xs:boolean" use="optional"/>
<xs:attribute name="lock_if_reject" type="xs:boolean" use="optional"/>
<xs:attribute name="acw_status_set" type="xs:string" use="optional"/>
<xs:attribute name="callback_cooldown_timeout" type="xs:nonNegativeInteger" use="optional"/>
</xs:complexType>
</xs:schema>
CODE
hc_queue_declare.xsd
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="hc_queue_common.xsd"/>
<xs:include schemaLocation="error.xsd"/>
<xs:element name = "in">
<xs:complexType>
<xs:sequence>
<xs:element name="request">
<xs:complexType>
<xs:all>
<xs:element name="queue" type="queueType" minOccurs="1" maxOccurs="1"/>
</xs:all>
<xs:attribute name="domain" use="required"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name="out">
<xs:complexType>
<xs:sequence minOccurs="0" maxOccurs="1">
<xs:element name="error" type="errorType"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
CODE
Пример 1
Запрос: http://192.168.1.21:9999/commands/queue_declare
<?xml version="1.0" encoding="UTF-8"?>
<in
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_declare.xsd">
<request domain="biysk.local">
<queue name="qltp3" distribution_mode="random" max_wait_time="1800" max_distribution_attempts="2" max_distribution_duration="20" window_duration="5" queue_length="6" description="my queue" remember_choice="none" skill_based_distribution="false">
<agents>
<agent name="525"/>
<agent name="526"/>
</agents>
<groups>
<group name="group1"/>
<group name="group2"/>
</groups>
<properties>
<property name="some\\custom\\property" value="{erlang, term}"/>
<property name="another\\custom\\property" value="[another, term]"/>
</properties>
</queue>
</request>
</in>
CODE
Ответ:
201
Пример 2
Ответ(200) на предыдущий запрос, если такая очередь уже есть в указанном виртуальном call-центре:
<?xml version="1.0" encoding="UTF-8"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_declare.xsd">
<error cmd="hc_queue_declare" reason="already_declared" body="{error,already_declared}" entity="qltp3"/>
</out>
CODE
Hс_queue_list
Команда предназначена для отображения списка очередей выбранного call-центра.
Аналог команды в CoCon:
domain/<DOMAIN>/cc/queue/list
Метод HTTP-запроса:
POST
Шаблон HTTP-запроса:
http://host:port/commands/queue_list
Код HTTP-ответа:
- 200 – в случае успеха;
- 404 – в случае ошибки.
XSD-схема XML-файла запроса/ответа:
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="hc_queue_common.xsd"/>
<xs:complexType name = "queuesType">
<xs:sequence>
<xs:element name = "queue" minOccurs="0" maxOccurs="unbounded">
<xs:complexType>
<xs:attribute name = "name" type="xs:string" use="required"/>
<xs:attribute name = "groups" type="xs:string" use="optional"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
<xs:element name = "in">
<xs:complexType>
<xs:sequence>
<xs:element name="request">
<xs:complexType>
<xs:attribute name="domain" use="required"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name = "out">
<xs:complexType>
<xs:sequence>
<xs:element name="response">
<xs:complexType>
<xs:sequence>
<xs:element name = "queues" type="queuesType"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
CODE
Пример
Запрос: http://192.168.1.21:9999/commands/queue_list
<?xml version="1.0" encoding="UTF-8"?>
<in>
<request domain="biysk.local"/>
</in>
CODE
Ответ:
<?xml version="1.0"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_list.xsd">
<response>
<queues>
<queue name="line1" groups="ltp1"/>
<queue name="line2" groups="ltp2"/>
<queue name="line3" groups="ltp3"/>
<queue name="qltp3" groups="group1,group2"/>
</queues>
</response>
</out>
CODE
Hс_queue_remove
Команда предназначена для удаления очереди из выбранного виртуального call-центра.
Аналог команды в CoCon:
domain/<DOMAIN>/cc/queue/remove
Метод HTTP-запроса:
POST
Шаблон HTTP-запроса:
http://host:port/commands/queue_remove
Код HTTP-ответа:
- 200 – в случае успеха;
- 404 – в случае ошибки.
XSD-схема XML-файла запроса/ответа:
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="hc_queue_common.xsd"/>
<xs:element name = "in">
<xs:complexType>
<xs:sequence>
<xs:element name="request">
<xs:complexType>
<xs:sequence>
<!--request body-->
<xs:element name="queue">
<xs:complexType>
<!--queue name-->
<xs:attribute name="name" use="required"/>
</xs:complexType>
</xs:element>
<!--end-->
</xs:sequence>
<xs:attribute name="domain" use="required"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name = "out">
<xs:complexType>
<xs:sequence>
<xs:element name="response">
<xs:complexType>
<xs:sequence>
<xs:element name="ok"/>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
</xs:schema>
CODE
Пример
Запрос: http://192.168.1.12:9999/commands/queue_remove
<?xml version="1.0" encoding="UTF-8"?>
<in>
<request domain="biysk.local">
<queue name="line3"/>
</request>
</in>
CODE
Ответ:
<?xml version="1.0"?>
<out xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_remove.xsd">
<response>
<ok/>
</response>
</out>
CODE
Hс_queue_remove_agent
Удалить агентов из указанной очереди call-центра.
Аналог команды в CoCon:
domain/<DOMAIN>/cc/queue/<QUEUE>/remove-agent
Метод HTTP-запроса:
POST
Шаблон HTTP-запроса:
http://host:port/commands/queue_remove_agent
Код HTTP-ответа:
- 200 – в случае успеха;
- 404 – в случае ошибки.
XSD-схема XML-файла запроса/ответа:
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="hc_queue_common.xsd"/>
<xs:include schemaLocation="error.xsd"/>
<!--errorReasonType-->
<xs:simpleType name="warningReasonType">
<xs:restriction base="xs:string">
<xs:enumeration value="not_in_queue"/>
</xs:restriction>
</xs:simpleType>
<!--errorsType-->
<xs:complexType name="warningsType">
<xs:sequence>
<xs:element name="warning" minOccurs="0" maxOccurs="unbounded">
<xs:complexType>
<xs:attribute name="agent" type="xs:string"/>
<xs:attribute name="reason" type="warningReasonType"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
<!--in-->
<xs:element name ="in">
<xs:complexType>
<xs:sequence>
<xs:element name="request">
<xs:complexType>
<xs:sequence>
<xs:element name="agents" type="agentsType"/>
</xs:sequence>
<xs:attribute name="domain" use="required"/>
<xs:attribute name="queue" use="required"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<!--out-->
<xs:element name="out">
<xs:complexType>
<xs:choice>
<xs:element name="response">
<xs:complexType>
<xs:choice>
<!--all agents was removed-->
<xs:element name="ok">
<xs:complexType/>
</xs:element>
<!--not very bad. command works fine but some agents was not removed:-->
<xs:element name="warnings" type="warningsType"/>
</xs:choice>
</xs:complexType>
</xs:element>
<!--bad. command failed:-->
<xs:element name="error" type="errorType"/>
</xs:choice>
</xs:complexType>
</xs:element>
</xs:schema>
CODE
Пример
Запрос:
http://192.168.1.21:9999/commands/queue_remove_agent
<?xml version="1.0" encoding="UTF-8"?>
<in>
<request domain="biysk.local" queue="qltp3">
<agents>
<agent name = "524"/>
<agent name = "525"/>
</agents>
</request>
</in>
CODE
Ответ:
<?xml version="1.0"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_remove_agent.xsd">
<response>
<ok/>
</response>
</out>
CODE
Ответ на предыдущий запрос, если таких агентов нет в очереди:
<?xml version="1.0"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_remove_agent.xsd">
<response>
<warnings>
<warning agent="525" reason="not_in_queue"/>
<warning agent="524" reason="not_in_queue"/>
</warnings>
</response>
</out>
CODE
Hс_queue_set
Установить свойства очереди виртуального call-центра.
Аналог команды в CoCon:
domain/<DOMAIN>/cc/queue/<QUEUE>/set
Метод HTTP-запроса:
POST
Шаблон HTTP-запроса:
http://host:port/commands/queue_set
Код HTTP-ответа:
- 200 – в случае успеха;
- 404 – в случае ошибки.
XSD-схема XML-файла запроса/ответа:
<?xml version="1.0" encoding="UTF-8"?>
<xs:schema xmlns:xs="http://www.w3.org/2001/XMLSchema" elementFormDefault="qualified" attributeFormDefault="unqualified">
<xs:include schemaLocation="hc_queue_common.xsd"/>
<xs:include schemaLocation="error.xsd"/>
<xs:element name = "in">
<xs:complexType>
<xs:sequence>
<xs:element name="request">
<xs:complexType>
<xs:sequence>
<!--request body-->
<xs:element name="queue" type="queueType"/>
<!--end-->
</xs:sequence>
<xs:attribute name="domain" use="required"/>
</xs:complexType>
</xs:element>
</xs:sequence>
</xs:complexType>
</xs:element>
<xs:element name = "out">
<xs:complexType>
<xs:choice>
<!--Positive case-->
<xs:element name="response">
<xs:complexType>
<xs:sequence>
<xs:element name="ok"/>
</xs:sequence>
</xs:complexType>
</xs:element>
<!--Or error-->
<xs:element name="error" type="errorType"/>
</xs:choice>
</xs:complexType>
</xs:element>
</xs:schema>
CODE
Пример 1
Запрос:
http://192.168.1.21:9999/commands/queue_set
<?xml version="1.0" encoding="UTF-8"?>
<in>
<request domain="biysk.local">
<queue name="qltp3" distribution_mode="mia" max_wait_time="1801" max_distribution_attempts="3" max_distribution_duration="21" window_duration="15" queue_length="16" description="my queue new" remember_choice="strict" skill_based_distribution="true">
<agents>
<alias number="522"/>
<agent name="524"/>
<agent name="525"/>
</agents>
<groups>
<group name="group2"/>
<group name="group3"/>
</groups>
<properties>
<property name="some\\custom\\property" value="{erlang, term1}"/>
<property name="another\\custom\\property2" value="[another, new, term]"/>
</properties>
</queue>
</request>
</in>
CODE
Ответ:
<?xml version="1.0"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_set.xsd">
<response>
<ok/>
</response>
</out>
CODE
Пример 2
Ответ на предыдущий запрос если нет такой очереди:
<?xml version="1.0" encoding="UTF-8"?>
<out
xmlns:xs="http://www.w3.org/2001/XMLSchema-instance" xs:noNamespaceSchemaLocation="hc_queue_set.xsd">
<error cmd="queue_set" reason="nocommand" body="Command not found by path /domain/biysk.local/cc/queue/ltp4/set."/>
</out>
CODE