Call received
Called whenever the telephony system has received a call that should be transferred to a human user in enneo. This is usually done on handover from a bot-based conversation to a human.
Authorizations
Cookie-based authentication
Body
Determines how this call should be routed to an agent. Possible values are 'none', 'external', and 'native'.
- none: Call is not routed, creates a new ticket in status closed, does not run AI agents.
- external: Call should be routed, but routing engine is external. Enneo processes the ticket via its AI, and either connects to a specified agent (property 'userId' must be provided) or expects a later connection through a subsequent /agentConnected call.
- native: Call should be routed using Enneo as the call routing engine. Returns a ticketId that can be polled to query agent availability.
none
, external
, native
"none"
Optional contract id, if provided will be used for customer identification
123456
Optional customer id, if provided will be used for customer identification
789012
Optional phone number, if provided will be used for customer identification
"+491234567890"
Array of previous bot transcript entries
A single entry in a conversation transcript
Optional id of user that should be associated with the call. If that user has a browser window of enneo open, user will be redirected to the newly created ticket. Same effect as a subsequent /telephony/agentConnected API call. Requires property 'routing' to be set to 'external' or 'none'.
42
Optional unique identifier of a third party system of this call. If provided, then it can be used as reference for any future updates to this call flow
"call_123abc456"
Optional name of the caller. Used for the fromName field of the ticket.
"John Smith"
Direction of the call. Defaults to 'in' if not provided.
in
, out
"in"
Optional Enneo subchannel ID to associate with the ticket. Usually the ID of the call line as defined in the Enneo settings
5
Optional external ticket ID to associate with the ticket
"ext-123"
Status to set for the ticket. Defaults to 'closed' for routing 'none', 'open' for routing 'external' or 'native'.
open
, closed
, pending
"open"
Whether to trigger AI processing. Defaults to false for routing 'none', true for routing 'external' or 'native'.
true
Response
true
ID of the newly created enneo ticket
2142
Contract ID associated with the call, if any
null
Customer ID associated with the call, if any
null
Response from IO system when routing is external, otherwise 'None'
"None, as routing is not external"
Unique ID of the queue the call was assigned to (only returned if routing is 'native')
123