5. Callers

VirtualQ.Callers

Line up a caller

When a caller decides to use virtualQ, the call center needs to "line up" the caller with virtualQ. For this purpose the phone number and a notification channel should be passed to virtualQ. Once lined up, the caller is registered with virtualQ and will be notified when up.

Method Call

    public async Task<Result> LineUpCaller(LineUpCallerParameters attributes)

LineUpCallerParameters

Property	Type	Description
LineId	long	(Required) The ID of the line to join
Phone	string	(Required) The callers phone number including country code, e.q. +40 171 1111 22 33
Channel	string	(Required) A string describing if the waiter expects a CallBack or if he will receive a SMS and will CallIn again
Source	string	(Required) A string describing the source where the caller came from, e.q. Widget, Phone
Lang	string	A two letter language code, used when sending SMS to the caller, e.q. de, en
Skills	IEnumerable<string>	Array of Skills for caller
Properties	ExpandoObject	Dynamic object that can be extended with additional properties for caller

Setting up the Properties dynamic object

The Properties dynamic object is an ExpandoObject class, this means that an instance of this class can be extended with new properties of any type.

                dynamic properties = new ExpandoObject();
                properties.StringProp = "Value1";
                properties.ArrayProp = new[] { 45, 25, 78 };
                properties.DateProp = DateTime.Now;
                properties.ObjectProp = new { Id = 5, Value = "Value1" };

                LineUpCallerParameters attributes = new LineUpCallerParameters
                {
                    LineId = 3042,
                    Phone = "+17343305027",
                    Channel = "CallIn",
                    Source = "Phone",
                    Language = "en",
                    Skills = new string[] { "Skill1", "Skill2", "Skill3" },
                    Properties = properties
                };

For more information: ExpandoObject

API Request

http://docs.virtualq.io/#create-a-waiter

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Verify a caller

A caller who has been notified by SMS will call again and served with the highest priority. However, in order to prevent misuse, the call center should verify with virtualQ if the caller is currently up.

Method Call

    public async Task<Result<bool>> VerifyCaller(CallerParameters attributes)

CallerParameters

Parameter	Type	Description
LineId	long	Line ID
Phone	string	Phone number of caller

Response

Value	Description
true	valid call, serve with priority
false	in-valid call, transfer to waiting field

API Request

http://docs.virtualq.io/#list-waiters

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Notify that a caller has connected

After verification virtualQ should be notified that the caller has called in. This information will be displayed in interfaces to the caller (e.g. App, Web), and will be stored for reporting.

Method Call

    public async Task<Result> NotifyCallerConnected(CallerParameters attributes)

CallerParameters

Parameter	Type	Description
LineId	long	(required) Line ID
Phone	string	(required) Phone number of caller

API Request

http://docs.virtualq.io/#update-a-waiter

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Notify that a caller has been transferred

Notify virtualQ that a caller has been transferred to an agent and is now speaking. This information will be displayed in interfaces to the caller (e.g. App, Web), and will be stored for reporting.

If NotifyCallerConnected has been called previously, the property WaitTimeWhenUp will be calculated by virtualQ and does not need to be supplied.

Method Call

    public async Task<Result> NotifyCallerTransferred(NotifyCallerTransferredParameters attributes)

NotifyCallerTransferredParameters

Parameter	Type	Description
LineId	long	(required) Line ID
Phone	string	(required) Phone number of caller
WaitTimeWhenUp	Nullable<int>	Time waited before being transferred to agent
AgentId	string	Agent caller was connected with

API Request

http://docs.virtualq.io/#update-a-waiter

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Update Caller Information

This method can be used to notify virtualQ about additional information about the caller. For example you can transmit the waiting time the caller has waited before being connected, or the agent id the callers has been transferred to.

Method Call

    public async Task<Result> UpdateCallerInformation(UpdateCallerInformationParameters attributes)

UpdateCallerInformationParameters

Parameter	Type	Description
LineId	long	(required) Line ID
Phone	string	(required) Phone number of caller
WaitTimeWhenUp	Nullable<int>	Time waited before being transferred to agent
TalkTime	Nullable<int>	Time spent talking with agent
AgentId	string	Agent caller was connected with

API Request

http://docs.virtualq.io/#update-a-waiter

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List Callers Waiting

This method can be used to query all callers currently waiting in a call center. Several parameters can be used to filter the result.

Method Call

    public async Task<Result> ListCallersWaiting(ListCallersWaitingParameters attributes)

ListCallersWaitingParameters

Parameter	Type	Description
CallCenterId	long	(required) Call Center ID
LineId	long	Only list callers that are waiting in this line.
Updated	boolean	Only list callers that have been updated since the last request.

Response

Value	Description
{ ... }	Array of callers

API Request

http://docs.virtualq.io/#list-waiters

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