Enterprises can map the actual mobile numbers of users to the user ID and provide an interface. Cloud Contact Center will obtain and display the user ID corresponding to the actual number through this interface. The agent workstation displays the user ID, and the agent cannot view the user's actual number, but the management workbench still shows the customer's actual mobile number.
Actual Number Mapped to User ID (Agent Side)
Go to the Cloud Contact Center management panel, choose Telephone Agent > Telephone Agent Settings > General Settings in the left navigation bar, and select Actual number mapped to user ID (agent side) in the number protection settings.
User ID outbound process:
Process for phone call-in/call-out status event synchronization with agent:
API Description
Cloud Contact Center calls a third-party interface that can be accessed over a public network using the http post method when needed. The interface needs to provide two capabilities: to map the actual number to the ID and to convert the ID to the actual number.
Authentication: The username and password correspond to the username and password of BasicAuth.
Note:
In the PhoneToUID mode, there could be a situation where a completely new number is input. If the input number does not exist in the third-party database, you need to generate the mapping ID for this number.
In the UIDToPhone mode, you need to ensure that the returned plaintext number format is [country code + number], for example: 008613988888888
Input Parameters
Name
Type
Description
Numbers
String array
Number List
Mode
String
Mode: PhoneToUID: The actual number is mapped to an ID.
UIDToPhone: The ID is converted to the actual number.
Yes
No
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