Streaming Call-Center Events

Overview

In some situation, you may want to know in realtime what is happening on a call-center queue.

For the moment those 3 events are published:

  • Offering-Call-Agent: Contact session being offered to the agent, his phone is ringing.
  • Connected-Call-Agent: Contact session from the queue is being connected to the agent.
  • Agent-Status-Change: Event to notify that the agent changed his status. To one of those value (Available, Logged Out, On Standby, On Break)

Example of the Event Payload:

'{"Offering-Call-Agent:" : {"callrequest_id": "276547", "CC_Agent": "tenant-1@areski", "campaign_id": "295", "CC_Member_CID_Name": "Outbound Call", "CC_Agent_System": "single_box", "phonenumber": "34650844400", "callerid_number": "34650844400", "CC_Member_Session_UUID": "4dbd89c2-8e54-43a6-a0b4-a7d26b09ae6c", "CC_Member_UUID": "33e7df24-133c-47c1-9aec-b985d507d43e", "CC_Member_CID_Number": "34650110022", "CC_Queue": "tenant-1@areski-queue"}}'

Example of the Event Payload for Agent-Status-Change:

'{"Agent-Status-Change:" : {"CC_Agent": "tenant-1@areski", "CC_Agent_Status": "Logged Out"}}'

Relevant information in the payload:

  • callrequest_id: Internal ID to identify the call (provided by webhook too)
  • CC_Member_UUID: UUID to identify the call (provided by webhook too)
  • campaign_id: ID of the Campaign
  • CC_Agent: agent internal name, built as follow tenant-%USER_ID@%AGENT_USERNAME
  • phonenumber: Contact phone number
  • callerid_number: Contact phone number
  • agent_internal_name: agent internal name is composed as follow “tenant-USERID@AGENT_USERNAME”
  • agent_username: username choosed by the agent

Pub/Sub Redis

Those events can be retrieved using Redis Pub/Sub, thus you can simply subscribe internally to redis and listen on callcenter_events.

Code example in Python to subscribe on a channel:

import redis
redis_con = redis.Redis(host='localhost', port=6379, db=0)
redis_ps = redis_con.pubsub()
redis_ps.subscribe('callcenter_events')
print("Subscribed to callcenter_events...")
while True:
    event = redis_ps.get_message()
    if event:
        print(event)
print("the End.")