ACDC Queues

About Queues

When you have more callers than agents to handle those calls, you can create a call queue to put the callers on hold while agents process callers in the order they arrived in. It is important to note that the information is for ACDC and NOT Qubicle. If you are looking for Qubicle Queues API documentation click here

Schema

Call Queues - FIFO call queues for serializing callers connecting to agents

Key	Description	Type	Default	Required	Support Level
agent_ring_timeout	In seconds, how long to ring an agent before progressing to the next agent available	integer()	15	false
agent_wrapup_time	Pre-defined wait period applied after an agent handles a customer call	integer()	0	false
announce	Media ID (or appropriate media URI) of media to play when caller is about to be connected.	string()		false
announcements.interval	Time between announcements	integer()	30	false
announcements.media.in_the_queue	Played after the numeric position	string()		true
announcements.media.increase_in_call_volume	Played if the estimated wait time has increased since the previous wait time announcement	string()		true
announcements.media.the_estimated_wait_time_is	Played before the estimated wait time media	string()		true
announcements.media.you_are_at_position	Played before the numeric position	string()		true
announcements.media	Custom prompts to be played for the announcements	object()		false
announcements.position_announcements_enabled	Whether announcements of the caller’s position in the queue should be played	boolean()		false
announcements.wait_time_announcements_enabled	Whether announcements of the estimated wait time in the queue should be played	boolean()		false
announcements	Configuration for periodic announcements to callers waiting in the queue	object()		false
caller_exit_key	Key caller can press while on hold to exit the queue and continue in the callflow	`string(‘1’	‘2’	‘3’	‘4’
cdr_url	An optional HTTP URL to POST the CDR	string()		false
connection_timeout	In seconds, how long to try to connect the caller before progressing past the queue callflow action	integer()	3600	false
enter_when_empty	Allows a caller to enter a queue and wait when no agents are available	boolean()	true	false
max_priority	Maximum possible priority level queue will support. Can not be redefined for existing queue.	integer()		false
max_queue_size	How many callers are allowed to wait on hold in the queue (0 for no limit)	integer()	0	false
moh	Media ID (or appropriate media URI) of media to play while caller is on hold.	string()		false
name	A friendly name for the queue	string(1..128)		true
record_caller	When enabled, a caller’s audio will be recorded	boolean()	false	false
recording_url	An optional HTTP URL to PUT the call recording after the call ends (and should respond to GET for retrieving the audio data)	string()		false
ring_simultaneously	The number of agents to try in parallel when connecting a caller	integer()	1	false
strategy	The queue strategy for connecting agents to callers	`string(‘round_robin’	‘most_idle’)`	round_robin	false

Fetch

GET /v2/accounts/{ACCOUNT_ID}/queues

curl -v -X GET \
    -H "X-Auth-Token: {AUTH_TOKEN}" \
    http://{SERVER}:8000/v2/accounts/{ACCOUNT_ID}/queues

{
    "auth_token": "{AUTH_TOKEN}",
    "data": [
        {
            "id": "37139638ff5b68f155d8445178524df1",
            "name": "Support Queue"
        }
    ],
    "page_size": 1,
    "request_id": "{REQUEST_ID}",
    "revision": "{REVISION}",
    "status": "success"
}

Create a queue

PUT /v2/accounts/{ACCOUNT_ID}/queues

curl -v -X PUT \
    -H "X-Auth-Token: {AUTH_TOKEN}" \
    -d '{"data":{"name":"Support Queue"}}' \
    http://{SERVER}:8000/v2/accounts/{ACCOUNT_ID}/queues

{
    "auth_token": "{AUTH_TOKEN}",
    "data": {
        "agent_ring_timeout": 15,
        "agent_wrapup_time": 0,
        "caller_exit_key": "#",
        "connection_timeout": 3600,
        "enter_when_empty": true,
        "id": "37139638ff5b68f155d8445178524df1",
        "max_queue_size": 0,
        "name": "Support Queue",
        "record_caller": false,
        "ring_simultaneously": 1,
        "strategy": "round_robin"
    },
    "request_id": "{REQUEST_ID}",
    "revision": "{REVISION}",
    "status": "success"
}

Remove a queue

DELETE /v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}

curl -v -X DELETE \
    -H "X-Auth-Token: {AUTH_TOKEN}" \
    http://{SERVER}:8000/v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}

{
    "auth_token": "{AUTH_TOKEN}",
    "data": {
        "agent_ring_timeout": 15,
        "agent_wrapup_time": 0,
        "caller_exit_key": "#",
        "connection_timeout": 3600,
        "enter_when_empty": true,
        "id": "{QUEUE_ID}",
        "max_queue_size": 0,
        "name": "Support Queue",
        "record_caller": false,
        "ring_simultaneously": 1,
        "strategy": "round_robin"
    },
    "request_id": "{REQUEST_ID}",
    "revision": "{REVISION}",
    "status": "success"
}

Details of a specific queue

GET /v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}

curl -v -X GET \
    -H "X-Auth-Token: {AUTH_TOKEN}" \
    http://{SERVER}:8000/v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}

{
    "auth_token": "{AUTH_TOKEN}",
    "data": {
        "agent_ring_timeout": 15,
        "agent_wrapup_time": 0,
        "agents": [],
        "caller_exit_key": "#",
        "connection_timeout": 3600,
        "enter_when_empty": true,
        "id": "{QUEUE_ID}",
        "max_queue_size": 0,
        "name": "Support Queue",
        "record_caller": false,
        "ring_simultaneously": 1,
        "strategy": "round_robin"
    },
    "request_id": "{REQUEST_ID}",
    "revision": "{REVISION}",
    "status": "success"
}

Update a queue’s properties

POST /v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}

PATCH /v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}

curl -v -X POST \
    -H "X-Auth-Token: {AUTH_TOKEN}" \
    -d '{"data": {"name":"Support Queue", "max_queue_size": 7}}' \
    http://{SERVER}:8000/v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}

{
    "auth_token": "{AUTH_TOKEN}",
    "data": {
        "agent_ring_timeout": 15,
        "agent_wrapup_time": 0,
        "caller_exit_key": "#",
        "connection_timeout": 3600,
        "enter_when_empty": true,
        "id": "93d35ae9f91cf2d5ee4e1bfe59dda029",
        "max_queue_size": 7,
        "name": "Support Queue",
        "record_caller": false,
        "ring_simultaneously": 1,
        "strategy": "round_robin"
    },
    "request_id": "{REQUEST_ID}",
    "revision": "{REVISION}",
    "status": "success"
}

List queues stats

GET /v2/accounts/{ACCOUNT_ID}/queues/stats

curl -v -X GET \
    -H "X-Auth-Token: {AUTH_TOKEN}" \
    http://{SERVER}:8000/v2/accounts/{ACCOUNT_ID}/queues/stats

{
    "auth_token": "{AUTH_TOKEN}",
    "data": {
        "current_timestamp": 63642383800,
        "stats": []
    },
    "request_id": "{REQUEST_ID}",
    "revision": "{REVISION}",
    "status": "success"
}

Clear a queue’s roster

DELETE /v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}/roster

curl -v -X DELETE \
    -H "X-Auth-Token: {AUTH_TOKEN}" \
    http://{SERVER}:8000/v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}/roster

{
    "auth_token": "{AUTH_TOKEN}",
    "request_id": "{REQUEST_ID}",
    "revision": "{REVISION}",
    "status": "success"
}

List queue roster (which agents are assigned to the queue)

GET /v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}/roster

curl -v -X GET \
    -H "X-Auth-Token: {AUTH_TOKEN}" \
    http://{SERVER}:8000/v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}/roster

{
    "auth_token": "{AUTH_TOKEN}",
    "data": [],
    "page_size": 0,
    "request_id": "{REQUEST_ID}",
    "revision": "{REVISION}",
    "status": "success"
}

Set the queue roster

curl -v -X POST -H "X-Auth-Token: {AUTH_TOKEN}" -H "Content-Type: application/json" http://server.com:8000/v2/accounts/{ACCOUNT_ID}/queues/{QUEUE_ID}/roster -d '{"data": ["f3ced8ea7bccc352a2124e8a34351e81", "e154a97ec2942599865a1591a477fd19"]}'