wxc_sdk.telephony.callqueue.policies module

Call Queue policy settings

class wxc_sdk.telephony.callqueue.policies.CPActionType(value=<no_arg>, names=None, module=None, qualname=None, type=None, start=1, boundary=None)[source]

Bases: str, SafeEnum

Specifies call processing action type.

busy = 'BUSY': The caller hears a fast-busy tone.

transfer = 'TRANSFER': Transfers the call to number specified in transferPhoneNumber.

class wxc_sdk.telephony.callqueue.policies.ScheduleLevel(value=<no_arg>, names=None, module=None, qualname=None, type=None, start=1, boundary=None)[source]

Bases: str, SafeEnum

Specifies whether the schedule mentioned in holidayScheduleName is org or location specific. (Must be from holidaySchedules list)

location = 'LOCATION': Specifies this Schedule is configured across location.

organization = 'ORGANIZATION': Specifies this Schedule is configured across organisation.

class wxc_sdk.telephony.callqueue.policies.CQHolidaySchedule(*, scheduleName: str, scheduleLevel: ScheduleLevel)[source]

Bases: ApiModel

pre-configured holiday schedule

schedule_name: str: Name of the schedule configured for a holiday service.

schedule_level: ScheduleLevel: Specifies whether the schedule mentioned in scheduleName is org or location specific.

class wxc_sdk.telephony.callqueue.policies.HolidayService(*, holidayServiceEnabled: bool, action: CPActionType | None = None, holidayScheduleLevel: ScheduleLevel | None = None, holidayScheduleName: str | None = None, transferPhoneNumber: str | None = None, playAnnouncementBeforeEnabled: bool, audioMessageSelection: Greeting | None = None, audioFiles: list[AnnAudioFile] | None = None, holidaySchedules: list[CQHolidaySchedule] = None)[source]

Bases: ApiModel

Call Queue Holiday Service details

holiday_service_enabled: bool: Whether or not the call queue holiday service routing policy is enabled.

action: CPActionType | None: Specifies call processing action type.

holiday_schedule_level: ScheduleLevel | None: Specifies whether the schedule mentioned in holidayScheduleName is org or location specific. (Must be from holidaySchedules list)

holiday_schedule_name: str | None: Name of the schedule configured for a holiday service as one of from holidaySchedules list.

transfer_phone_number: str | None: Call gets transferred to this number when action is set to TRANSFER. This can also be an extension.

play_announcement_before_enabled: bool: Specifies if an announcement plays to callers before applying the action.

audio_message_selection: Greeting | None: Specifies what type of announcement to be played.

audio_files: list[AnnAudioFile] | None: List of Announcement Audio Files when audioMessageSelection is CUSTOM.

holiday_schedules: list[CQHolidaySchedule]: Lists the pre-configured holiday schedules.

class wxc_sdk.telephony.callqueue.policies.AnnouncementMode(value=<no_arg>, names=None, module=None, qualname=None, type=None, start=1, boundary=None)[source]

Bases: str, SafeEnum

Specifies the type of announcements to played.

normal = 'NORMAL': Plays announcement as per audioMessageSelection.

manual = 'MANUAL': Plays announcement as per manualAudioMessageSelection.

class wxc_sdk.telephony.callqueue.policies.NightService(*, nightServiceEnabled: bool, action: CPActionType | None = None, transferPhoneNumber: str | None = None, playAnnouncementBeforeEnabled: bool, announcementMode: AnnouncementMode | None = None, audioMessageSelection: Greeting | None = None, audioFiles: list[AnnAudioFile] | None = None, businessHoursName: str | None = None, businessHoursLevel: ScheduleLevel | None = None, businessHourSchedules: list[CQHolidaySchedule] = None, forceNightServiceEnabled: bool | None = None, manualAudioMessageSelection: Greeting | None = None, manualAudioFiles: list[AnnAudioFile] | None = None)[source]

Bases: ApiModel

Call Queue Night service details

night_service_enabled: bool: Whether or not the call queue night service routing policy is enabled.

action: CPActionType | None: Specifies call processing action type.

transfer_phone_number: str | None: Call gets transferred to this number when action is set to TRANSFER. This can also be an extension.

play_announcement_before_enabled: bool: Specifies if an announcement plays to callers before applying the action.

announcement_mode: AnnouncementMode | None: Specifies the type of announcements to played.

audio_message_selection: Greeting | None: Specifies what type of announcement to be played.

audio_files: list[AnnAudioFile] | None: List of Announcement Audio Files when audioMessageSelection is CUSTOM.

business_hours_name: str | None: Name of the schedule configured for a night service as one of from businessHourSchedules list.

business_hours_level: ScheduleLevel | None: Specifies whether the above mentioned schedule is org or location specific. (Must be from businessHourSchedules list).

business_hour_schedules: list[CQHolidaySchedule]: Lists the pre-configured business hour schedules.

force_night_service_enabled: bool | None: Force night service regardless of business hour schedule.

manual_audio_message_selection: Greeting | None: Specifies what type of announcement to be played when announcementMode is MANUAL.

manual_audio_files: list[AnnAudioFile] | None: List Of Audio Files.

class wxc_sdk.telephony.callqueue.policies.StrandedCalls(*, action: StrandedCallsAction | None = None, transferPhoneNumber: str | None = None, audioMessageSelection: Greeting | None = None, audioFiles: list[AnnAudioFile] | None = None)[source]

Bases: ApiModel

Call Queue Holiday Service details

action: StrandedCallsAction | None: Specifies call processing action type.

transfer_phone_number: str | None: Call gets transferred to this number when action is set to TRANSFER. This can also be an extension.

audio_message_selection: Greeting | None

audio_files: list[AnnAudioFile] | None: List of Announcement Audio Files when audioMessageSelection is CUSTOM.

class wxc_sdk.telephony.callqueue.policies.StrandedCallsAction(value=<no_arg>, names=None, module=None, qualname=None, type=None, start=1, boundary=None)[source]

Bases: str, SafeEnum

Specifies call processing action type for stranded calls

none = 'NONE': Call remains in the queue.

busy = 'BUSY': The caller hears a fast-busy tone.

transfer = 'TRANSFER': Transfers the call to number specified in transferPhoneNumber.

night_service = 'NIGHT_SERVICE': Calls are handled according to the Night Service configuration. If the Night Service action is set to none, then this is equivalent to this policy being set to none (that is, calls remain in the queue).

ringing = 'RINGING': Calls are removed from the queue and are provided with ringing until the caller releases the call. The ringback tone played to the caller is localized according to the country code of the caller.

announcement = 'ANNOUNCEMENT'

class wxc_sdk.telephony.callqueue.policies.ForcedForward(*, forcedForwardEnabled: bool, transferPhoneNumber: str | None = None, playAnnouncementBeforeEnabled: bool | None = None, audioMessageSelection: Greeting | None = None, audioFiles: list[AnnAudioFile] | None = None)[source]

Bases: ApiModel

Call Queue policy Forced Forward details

forced_forward_enabled: bool: Whether or not the call queue forced forward routing policy setting is enabled.

transfer_phone_number: str | None: All incoming calls are forwarded to this number. This can also be an extension.

play_announcement_before_enabled: bool | None: Specifies if an announcement plays to callers before applying the action.

audio_message_selection: Greeting | None: Specifies what type of announcement to be played.

audio_files: list[AnnAudioFile] | None: List of Announcement Audio Files when audioMessageSelection is CUSTOM.

class wxc_sdk.telephony.callqueue.policies.CQPolicyApi(session: wxc_sdk.rest.RestSession)[source]

Bases: object

holiday_service_details(location_id: str, queue_id: str, org_id: str | None = None) → HolidayService[source]

Retrieve Call Queue Holiday Service details.

Configure the call queue to route calls differently during the holidays.

Retrieving call queue holiday service details requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

location_id (str) – Retrieve settings for a call queue in this location.
queue_id (str) – Retrieve settings for the call queue with this identifier.
org_id (str) – Retrieve call queue settings from this organization.

Returns:

Call Queue Holiday Service details

Return type:

HolidayService

holiday_service_update(location_id: str, queue_id: str, update: HolidayService, org_id: str | None = None)[source]

Update the designated Call Queue Holiday Service.

Configure the call queue to route calls differently during the holidays.

Updating a call queue holiday service requires a full administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

location_id (str) – Location in which this call queue exists.
queue_id (str) – Update setting for the call queue with the matching ID.
update (HolidayService) – holiday service settings.
org_id (str) – Update call queue settings from this organisation.

night_service_detail(location_id: str, queue_id: str, org_id: str | None = None) → NightService[source]

Retrieve Call Queue Night service details.

Configure the call queue to route calls differently during the hours when the queue is not in service. This is determined by a schedule that defines the business hours of the queue.

Retrieving call queue details requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

location_id (str) – Retrieve settings for a call queue in this location.
queue_id (str) – Retrieve settings for the call queue night service with this identifier.
org_id (str) – Retrieve call queue night service settings from this organisation

Returns:

Call Queue Night service details

Return type:

NightService

night_service_update(location_id: str, queue_id: str, update: NightService, org_id: str | None = None)[source]

Update Call Queue Night Service details.

Configure the call queue to route calls differently during the hours when the queue is not in service. This is determined by a schedule that defines the business hours of the queue.

Retrieving call queue night service details requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

location_id (str) – update settings for a call queue in this location.
queue_id (str) – update settings for the call queue night service with this identifier.
update (NightService) – new night service settings
org_id (str) – update call queue night service settings from this organisation.

stranded_calls_details(location_id: str, queue_id: str, org_id: str | None = None) → StrandedCalls[source]

Allow admin to view default/configured Stranded Calls settings.

Stranded-All agents logoff Policy: If the last agent staffing a queue “unjoins” the queue or signs out, then all calls in the queue become stranded. Stranded-Unavailable Policy: This policy allows for the configuration of the processing of calls that are in a staffed queue when all agents are unavailable.

Retrieving call queue Stranded Calls details requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

location_id (str) – Retrieve settings for a call queue in this location.
queue_id (str) – Retrieve settings for the call queue with this identifier.
org_id (str) – Retrieve call queue settings from this organization.

Returns:

Stranded Calls settings

Return type:

StrandedCalls

stranded_calls_update(location_id: str, queue_id: str, update: StrandedCalls, org_id: str | None = None)[source]

Update the designated Call Stranded Calls Service.

Allow admin to modify configured Stranded Calls settings.

Updating a call queue stranded calls requires a full administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

location_id (str) – Location in which this call queue exists.
queue_id (str) – Update setting for the call queue with the matching ID.
update (StrandedCalls) – Call Stranded Calls settings
org_id (str) – Update call queue settings from this organisation.

forced_forward_details(location_id: str, queue_id: str, org_id: str | None = None) → ForcedForward[source]

Retrieve Call Queue policy Forced Forward details.

This policy allows calls to be temporarily diverted to a configured destination.

Retrieving call queue Forced Forward details requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

location_id – Location in which this call queue exists.
queue_id – Retrieve setting for the call queue with the matching ID.
org_id – Retrieve call queue settings from this organisation.

Returns:

Call Queue policy Forced Forward details.

Return type:

ForcedForward

forced_forward_update(location_id: str, queue_id: str, update: ForcedForward, org_id: str | None = None)[source]

Update the designated Forced Forward Service.

If the option is enabled, then incoming calls to the queue are forwarded to the configured destination. Calls that are already in the queue remain queued. The policy can be configured to play an announcement prior to proceeding with the forward.

Updating a call queue Forced Forward service requires a full administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

location_id (str) – Location in which this call queue exists.
queue_id (str) – Update setting for the call queue with the matching ID.
update (ForcedForward) – new call queue Forced Forward settings
org_id (str) – Update call queue settings from this organisation.