[EVENT]

A Call is Allocated to an Operator

A call_new_call_for_op event occurs whenever a call is assigned to a specific operator. This happens once per assignment, and is typically when the operator is notified of their inbound call, but in certain circumstances may instead be when the operator answers the call.

Parameters

call_id number

The unique number allocated to the call by TelXL.
operator_id number The unique number associated with the target operator.
voip_call Boolean Whether the call attempt is being made via Voice over IP (VoIP).
service_name string The name of the service handling the call.
queue_table string Almost always ut_operatorQueue, although there are rare exceptions.
queue_id number The unique number associated with the queue.
queue_name string The name of the queue.
dialled_number string The number dialled by the caller.
dialled_number_name string The name associated with the dialled_number.
cli string The Calling Line Identification (CLI) provided by the caller, in local format. If the caller has chosen to withhold this, its last six digits will be replaced by # symbols.
greeting_text string A short piece of text, specified when configuring the queue. It is displayed to the target operator, giving them information about calls coming via the queue. It may include variable data such as the length of time the caller has been waiting.
yoyo_options array

If Enquiry Calls and Patch-Through Options is enabled for the queue, this array will list the transfer and enquiry options available for the call.

Refer to The yoyo_options Array for details.
recording_audio object

Details relating to any audio recording of the call.

Refer to The recording_audio Object for details.

The yoyo_options Array

yoyo_option number The assigned number of the option, typically between 0 and 24.
yoyo_text string A text description of this yoyo_option, as defined against the corresponding queue path.

The recording_audio Object

recording_audio_status number

1 if recording

0 if not recording
recording_audio_status_desc string

"In progress" if recording

"Not recording" otherwise
recording_audio_control number

1 When control is allowed

0 When control is not allowed
recording_audio_control_desc string

Corresponds with recording_audio_control.

Can be "Allowed" or "Not allowed".
recording_audio_suspended number

1 if suspended (only applicable to calls with recording in progress, where control is allowed)

0 otherwise
recording_audio_suspended_desc string

Corresponds with recording_audio_suspended.

Either "Suspended", or an empty string if not suspended.
recording_audio_highlighted number

1 if the call is highlighted (which can only be done if it is being recorded)

0 otherwise
recording_audio_highlighted_desc string

Corresponds with recording_audio_highlighted.

Either "Highlighted", or an empty string if not highlighted.
recording_audio_last_message string A description of the audio recording status of this event. This will typically be "Recording has started" or similar, or a blank string if recording has not yet started.

Example Response

Copy 
{"event":{"event_type":"call_new_call_for_op","call_id":105058315,"operator_id":55776717,"service_name":"Returns Service","dialled_number":"0123 456 7890","dialled_number_name":"Returns Helpline","cli":"0987 654 3210","greeting_text":"","voip_call":1,"queue_table":"ut_operatorQueue","queue_id":91223,"queue_name":"First Line","yoyo_options":[{"yoyo_option":6,"yoyo_text":"Option 6 - Leave Feedback"},{"yoyo_option":7,"yoyo_text":"Option 7 - Speak to Supervisor"},{"yoyo_option":8,"yoyo_text":"Option 8 - Send Me an Email Detailing this Call"}],"recording_audio":{"recording_audio_status":1,"recording_audio_status_desc":"In progress","recording_audio_control":0,"recording_audio_control_desc":"Not allowed","recording_audio_suspended":0,"recording_audio_suspended_desc":"","recording_audio_highlighted":0,"recording_audio_highlighted_desc":"","recording_audio_last_message":"Recording has started"}}}