Query Information of a Queue

Query the detailed information of a queue.

Request URL

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

Request parameters

Parameter	Required	Type	Description
id	Yes	Integer	The unique ID of the queue. Note:You can query queue's ID using Search Specific Queues.

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 the 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.Note:This applies to the following scenarios: The maximum waiting time is reached. The queue exceeds the maximum number of waiting callers. All queue agents have logged out. end_call: Hang Up. extension: Extension. ext_vm: Extension Voicemail. group_vm: Group Voicemail. ivr: IVR. call_flow: Call Flow 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, call_flow, 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	Force waiting callers to leave the queue when there are no available agents in the queue. 0: Disabled. 1: Enabled.
empty_defined_for_leave_empty	Array<String>	The scenario(s) in which the queue is considered to have no available agents. In such scenarios, waiting callers are forced to leave the queue, and the call is routed to the failover destination (fail_dest).Note:This parameter applies only to version 83.23.0.24 or earlier. For 83.23.0.83 or later version, see the leave_empty_no_agent_list parameter. 1: Agents are unavailable (Off Line) 2: Agents are paused 3: Agents are busy
leave_empty_no_agent_list	Array<Leave_Empty_Rules>	The scenario(s) in which the queue is considered to have no available agents. In such scenarios, waiting callers are forced to leave the queue, and the call is routed to the specified destination. Note:This parameter applies only to version 83.23.0.83 or later.
enb_disallow_to_join_when_empty	Integer	Disallow callers to join a queue where no agents are available. 0: Disabled. 1: Enabled.
empty_defined_for_disallow_to_join_when_empty	Array<String>	The scenario(s) in which the queue is considered to have no available agents. In such scenarios, callers are NOT allowed to join the queue, and the call is routed to the failover destination (fail_dest).Note:This parameter applies only to version 83.23.0.24 or earlier. For 83.23.0.83 or later version, see the join_empty_no_agent_list parameter. 1: Agents are unavailable (Off Line) 2: Agents are paused 3: Agents are busy
join_empty_no_agent_list	Array<Join_Empty_Rules>	The scenario(s) in which the queue is considered to have no available agents. In such scenarios, callers are NOT allowed to join the queue, and the call is routed to the specified destination. Note:This parameter applies only to version 83.23.0.83 or later.
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.
play_full_join_prompt	Integer	Whether the system plays full join prompt to callers before ringing members. 0: Disable - The system rings members as configured regardless of whether the join prompt is fully played. 1: Enable - The system rings members after playing full join prompt.
ringback_tone	String	The filename of custom prompt or the name of MoH (music on hold) playlist. The audio is played to callers before members answer the calls.
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.
satisfa_survey_end_prompt	String	The prompt played to callers after they press the key to rate agent's service.
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. call_flow: Call Flow 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, call_flow, 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.
enb_priority_queue	Integer	Whether priority queue is enabled. 0: Disabled. 1: Enabled.
weight	Integer	The initial weight of the queue.
enb_acceleration_weight	Integer	Whether acceleration weight is enabled. 0: Disabled. 1: Enabled.
acceleration	Integer	The amount of time (in seconds) a call has been waiting in the queue before the weight is increased by 1.
enb_ip_phone_missed_call_display	Integer	Whether agents' IP phones will display the call records for missed queue calls or not. 0: Disabled - Agents' IP phones will not display the missed queue calls. 1: Enabled - Agents' IP phones will show the missed queue calls.
enb_custom_language	Integer	Whether custom prompt language is enabled for the queue. 0: Disabled. 1: Enabled.
prompt_language	String	The custom language for system prompts in the queue. sound-ar：العربية (Arabic) sound-cz：Čeština(Czech) sound-de：Deutsch (German) sound-en：English sound-en_BR：English (British) sound-es：Español/Castellano (Spanish Spain) sound-es_LT：Español latino (Spanish Latin) sound-fa：فارسی (Persian) sound-fr：Française (French) sound-gr：Ελληνικά (Greek) sound-hr：hrvatski (Croatian) sound-id：Bahasa Indonesia (Indonesian) sound-it：Italiano (Italian) sound-iw：עברית (Hebrew) sound-nl：Nederlands (Dutch) sound-pl：Polski (Polish) sound-pt：Português (Portuguese) sound-pt_BR：Português Brasil (Portuguese Brazil) sound-ro：Română (Romanian) sound-ru：Pусский (Russian) sound-sk：Slovenčina(Slovak) sound-sl：Slovenščina (Slovenian) sound-sr：Cрпски (Serbian) sound-th：ไทย (Thai) sound-tr：Türk (Turkish) sound-zh：中文 (Chinese) sound-zh_hk：粤语 (Cantonese)
client_unique_ringtone	String	The distinctive ringtone that will be played on agents' Linkus clients when they receive calls from this queue.

Leave_Empty_Rules/Join_Empty_Rules

Parameter	Type	Description
no_agent_include_list	Array<String>	The scenarios considered as having no available agents. 1：All agents are currently offline. 2：All agents are currently on hold. 3：All agents are currently busy.
dest_to	String	The destination type for routing calls in scenarios where there are no available agents. end_call: Hang Up. extension: Extension. ext_vm: Extension Voicemail. group_vm: Group Voicemail. ivr: IVR. call_flow: Call Flow ring_group: Ring Group. queue: Queue. external_num: External Number. play_greeting: Play Prompt and Exit.
dest_value	String	The destination for routing calls in scenarios where there are no available agents. This parameter returns different values depending on the destination type (dest_to). 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, call_flow, 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.
dest_prefix	String	This parameter returns different values depending on the destination type (dest_to). 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.

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
number_value	Integer	The skill level of the dynamic agent.

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
number_value	Integer	The skill level of the static agent.

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 the queue with ID "3".

GET /openapi/v1.0/queue/get?access_token=mlF8b3omcSD822Sosdc6kyiFkdYkC8UG&id=3 HTTP/1.1
Host: 192.168.5.150:8088

Response example

HTTP/1.1 200 OK
{
    "errcode": 0,
    "errmsg": "SUCCESS",
    "data": {
        "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_disallow_to_join_when_empty": 1,
        "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": "",
        "play_full_join_prompt": 0,
        "ringback_tone": "",
        "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",
                "number_value": 1
            },
            {
                "text": "Phillip Huff",
                "text2": "1001",
                "value": "85",
                "type": "extension",
                "number_value": 1
            }
        ],
        "static_agent_list": [
            {
                "text": "Madison Cooper",
                "text2": "1004",
                "value": "96",
                "type": "extension",
                "number_value": 1
            },
            {
                "text": "Kevin Connor",
                "text2": "1005",
                "value": "97",
                "type": "extension",
                "number_value": 1
            },
            {
                "text": "Kristin Hale",
                "text2": "1006",
                "value": "92",
                "type": "extension",
                "number_value": 1
            }
        ],
        "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": 0
            },
            {
                "k": "6",
                "p": 0
            },
            {
                "k": "7",
                "p": 0
            },
            {
                "k": "8",
                "p": 0
            },
            {
                "k": "9",
                "p": 0
            },
            {
                "k": "*",
                "p": 0
            }
        ],
        "enb_priority_queue": 0,
        "weight": 0,
        "enb_acceleration_weight": 0,
        "acceleration": 30,
        "enb_ip_phone_missed_call_display":1,
        "enb_custom_language": 1,
        "prompt_language": "sound-de",
        "client_unique_ringtone": "example-1.wav",
        "leave_empty_no_agent_list": [
            {
                "no_agent_include_list": [
                    "1"
                ],
                "dest_to": "group_vm",
                "dest_value": "3",
                "dest_prefix": ""
            },
            {
                "no_agent_include_list": [
                    "2",
                    "3"
                ],
                "dest_to": "play_greeting",
                "dest_value": "BusyNow.wav",
                "dest_prefix": "1"
            }
        ],
        "join_empty_no_agent_list": [
            {
                "no_agent_include_list": [
                    "1"
                ],
                "dest_to": "ring_group",
                "dest_value": "8023",
                "dest_prefix": ""
            },
            {
                "no_agent_include_list": [
                    "2",
                    "3"
                ],
                "dest_to": "play_greeting",
                "dest_value": "BusyNow.wav",
                "dest_prefix": "1"
            }
        ]
    }
}