Hold Call

This API allows an Agent to hold a call that is currently active.

Pre-requisite

The agent must be on an active call.

Sequence Diagram

The following figure illustrates the workflow of hold call API:

The following figure illustrates the workflow of hold call failure:

Message Structure

Possible Error Codes

Sample Request

{
    "channel": "Amazon",
    "topic": "InboundCall",
    "subtopic": "Hold",
    "source": "myapp",
    "data": "1233dc5f-6d09-4752-85a0-cfca6fc445e7"
}

Sample Response - Call Type: Agent

{
    "channel": "Amazon",
    "topic": "InboundCall",
    "subtopic": "InboundCallStateChange",
    "message": {
        "call": {
            "ButtonStates": {
                "items": {
                    "answer": "Hide",
                    "reject": "Hide",
                    "disconnect": "Hide",
                    "hold": "Hide",
                    "resume": "Hide",
                    "clearContact": "Hide",
                    "consult": "Enable",
                    "numberpad": "Enable",
                    "swap": "Hide",
                    "transfer": "Hide",
                    "conference": "Hide"
                },
                "count": 11
            },
            "ActionsAllowed": null,
            "ResponseType": 0,
            "ResponseText": "Success",
            "ResponseActual": {
                "connectionId": "48a09a0b-b73d-4d03-a77d-7c36132de226",
                "contactId": "bcdb2ec7-bca2-423a-bd64-1688c173d529",
                "phoneNumber": null,
                "status": "hold",
                "statusTimestamp": "2020-04-09T12:50:00.387Z",
                "type": "agent",
                "buttonStates": {
                    "answer": false,
                    "reject": false,
                    "disconnect": false,
                    "hold": false,
                    "resume": false,
                    "clearContact": false,
                    "consult": true,
                    "numberpad": true,
                    "swap": false,
                    "transfer": false,
                    "conference": false
                },
                "previousStatus": "connected"
            },
            "CallVariables": {
                "ANI": "+161081111",
                "DNIS": "+16013261548"
            },
            "ExtendedCallVariables": null,
            "ResponseFields": {
                "Participants": [],
                "MediaProperties": {
                    "callType": "agent",
                    "queueName": "InboundTest",
                    "queueTimestamp": "2020-04-09T12:50:00.387Z"
                },
                "fromAddress": null,
                "CallState": "hold",
                "Type": "agent",
                "CurrentStateTime": "2020-04-09T12:50:00.387Z",
                "Campaign": "",
                "DN": "InboundTest"
            },
            "id": "48a09a0b-b73d-4d03-a77d-7c36132de226",
            "event": "hold",
            "CallType": "agent"
        },
        "source": "event"
    }
}

Sample Response - Call Type: Inbound

{
    "channel": "Amazon",
    "topic": "InboundCall",
    "subtopic": "InboundCallStateChange",
    "message": {
        "call": {
            "ButtonStates": {
                "items": {
                    "answer": "Hide",
                    "reject": "Hide",
                    "disconnect": "Enable",
                    "hold": "Hide",
                    "resume": "Enable",
                    "clearContact": "Hide",
                    "consult": "Hide",
                    "numberpad": "Hide",
                    "swap": "Hide",
                    "transfer": "Hide",
                    "conference": "Hide"
                },
                "count": 11
            },
            "ActionsAllowed": null,
            "ResponseType": 0,
            "ResponseText": "Success",
            "ResponseActual": {
                "connectionId": "bcdb2ec7-bca2-423a-bd64-1688c173d529",
                "contactId": "bcdb2ec7-bca2-423a-bd64-1688c173d529",
                "phoneNumber": "+161081111",
                "status": "hold",
                "statusTimestamp": "2020-04-09T12:50:00.387Z",
                "type": "inbound",
                "buttonStates": {
                    "answer": false,
                    "reject": false,
                    "disconnect": true,
                    "hold": false,
                    "resume": true,
                    "clearContact": false,
                    "consult": false,
                    "numberpad": false,
                    "swap": false,
                    "transfer": false,
                    "conference": false
                },
                "previousStatus": "connected"
            },
            "CallVariables": {
                "ANI": "+161081111",
                "DNIS": "+16013261548"
            },
            "ExtendedCallVariables": null,
            "ResponseFields": {
                "Participants": [],
                "MediaProperties": {
                    "callType": "inbound",
                    "queueName": "InboundTest",
                    "queueTimestamp": "2020-04-09T12:50:00.387Z"
                },
                "fromAddress": "+161081111",
                "CallState": "hold",
                "Type": "inbound",
                "CurrentStateTime": "2020-04-09T12:50:00.387Z",
                "Campaign": "",
                "DN": "InboundTest"
            },
            "id": "bcdb2ec7-bca2-423a-bd64-1688c173d529",
            "event": "hold",
            "CallType": "inbound"
        },
        "source": "event"
    }
}