| Layer | Agent |
| Direction | To CallGem |
| Type of Service | CG |
| Interface ID | AG |
| Message Purpose | This message requests for a call to be put on hold so that an agent can peform some other activity before returning to the call. |
| Example | RH\CNCustCare\AN2\AE203\WH2\ON |
| Explanation | A request has been made to put the call session for the agent with identifier number 2 on the CustCare campaign on hold |
| Notes |
The Request Hold [RH] message may be sent on behalf of any agent. The RH message
is a toggle. If it is sent with the ON parameter, CallGem assumes that this is a request
to put the respondent on hold. If the message is sent without the ON parameter, CallGem
assumes a request to retrieve from hold.
If CallGem receives the RH message for an agent in a valid state, it will process the request through the telephony layer and provide success/failure feedback via the Hold Acknowledge [HA] message. Related Links: Request Hold [RH] - CallGem to Telephony |
| Parameters | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Code | Name | Type | Mandatory? | Min Val | Max Val | Description | ||||||||||
| AE | AgentExtensionIdentifier | string | false | 1 | 120 | Required by the telephony layer to give each agent extension a unique identifier. | ||||||||||
| AN | AgentIdentifier | string | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; | |||||||||||
| CN | CampaignName | string | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; | |||||||||||
| ON | OnOff | boolean | false | 0 | 0 | If this parameter is specified, the call will be put on hold. If not specified, the call will be retrieved from hold. | ||||||||||
| QI |
|
string | false | 1 | 80 |
|
||||||||||
| TD | TenantDescriptor | string | false | 1 | 80 | This parameter is alphanumeric and identifies to which tenant this message applies. | ||||||||||
| TK | Token | string | false | 1 | 80 | Token parameter | ||||||||||
| WH | Who | string | false | 0 | 8 |
From V10.5.330 & V10.6.147. Bit Flag of who to put on hold (see table below).
See also
Call Hold and Mute
|
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