Here, we can find all the information relevant to the telephony actions that can be performed through our API.

Calls

With the calls we can find the following available actions

Make call

Code Block

Relative URL: Integra/resources/Agents/AgentCall
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params: callerid (From number that the call will go out with)
        agent    (Name of the Agent that generates the call)
        phone    (Phone of the Agent that generates the call)
        tech     (Usually SIP)
        context  (Context of the Agent configured in uContact)
        outqueue (Name of the Outbound Campaign to compute the call)
        destination (Destination number)
Result: TEXT  (Guid of the generated call)
              0 if Error

This is a two step call will call the agent and when answer (or auto answer), 
the final call it is generated.

via Proxy

Code Block

<script type="text/javascript" src="https://cdnjs.cloudflare.com/ajax/libs/porthole/1.0.0/porthole.js"></script>
<script type="text/javascript">
 
   function Call () {
       var windowProxy;
       windowProxy.addEventListener(onResponse);
       windowProxy = new Porthole.WindowProxy(window.location.protocol + window.location.hostname);
       windowProxy.post({'action': 'call', 'campaign' : '<CAMPAIGN>', 'callerid' : '<CALLERID>', 'destination' : '<NUMBER>'});
   }
 
  function onResponse(messageEvent) {
        response = messageEvent.data.guid; //returns uniqueid of the call
  
    }
</script>

Make call by phone

Info
This function allows you to make a call directly using the portal's phone. The only way to use it is via proxy, because the communication is with the uContact portal.

Code Block

<script type="text/javascript" src="https://cdnjs.cloudflare.com/ajax/libs/porthole/1.0.0/porthole.js"></script>
<script>
        function call(){
 
            var windowProxy;
             
            windowProxy = new Porthole.WindowProxy(window.location.protocol + '//' + window.location.hostname);
            windowProxy.addEventListener(onResponse);
            windowProxy.post({
                action: 'callWithPhone',
                destination: '091000000',
                campaign: 'Sale->'
            });
        }
 
    
  
        function onResponse(messageEvent) {
            var response = messageEvent.data.guid;
            alert(response);
        }
</script>

HungUp Call

Code Block

Relative URL: Integra/resources/Agents/HungupPhone
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params: phone    (Phone of the Agent that generates the call)

Result: 	  1  Success on hung up
              0 if Error

via Proxy

Code Block

<script type="text/javascript" src="https://cdnjs.cloudflare.com/ajax/libs/porthole/1.0.0/porthole.js"></script>
<script type="text/javascript">
//for example on click when you want to hangup
   function Hangup () {
       var windowProxy;
       windowProxy = new Porthole.WindowProxy(window.location.protocol + window.location.hostname);
       windowProxy.post({'action': 'hangup'});
   }
 
</script>

Disposition Call

Info

Disposition of the call using dialer actions and taging

RESPOOL
RESPOOLALTERNATIVE
BLACKLIST
SCHEDULE

Dispositions must be configured in uContact.

Code Block

Relative URL: Integra/resources/api/DispositionCall
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params:     campaign      (campaign name)
            agent         (agent name)
            callerid      (customer phone number)
            guid          (call id)
            l1            (level 1 disposition)
            l2            (level 2 disposition)
            l3            (level 3 disposition)
            d1            (extra data)
            d2            (extra data)
            comment       (comment)
            schedule      (if action RESCHEDULE will schedule a call in the future for that number)
            camptoreschedule (optional - dialer to reschedule the call)
            tag            ( text for tag or empty by default l1|l2|l3 )

Result:  1

External Workflow call

Info
Allows to call a web service that injects information into a voice dialplan allowing multiple actions by workflows.

Code Block

Relative URL: Integra/resources/admin/CallWorkflow
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params:    context       (incoming context of the flow)
           extension     (incoming extension of the flow) 
           jsonparams    (JSON Object)
Result:  OK

Blacklist

Blacklist Object

Code Block
{ "phone": "12341234", "campaign": "Campaign", "username": "username", "company": "Company name", "job_title": "Developer", "name": "Name" }

Info
This API lets you add and delete blacklist registries * could be used to indicate all campaigns are selected The only mandatory fields are phone and campaign.

Add a number to the Blacklist

Code Block
Relative URL: Integra/resources/admin/addblack Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Params: blacklist object (JSON Object) Result: 1

Add multiple numbers to the Blacklist

Code Block
Relative URL: Integra/resources/admin/addblackbulk Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Params: array de blacklist (JSON Array) Result: 1

Remove number from the Blacklist

Code Block
Relative URL: Integra/resources/admin/deleteblack Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Params: objeto blacklist (JSON Object) Result: 1

Remove multiple numbers from the Blacklist

Code Block
Relative URL: Integra/resources/admin/deleteblackbulk Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Params: array de blacklist (JSON Array) Result: 1

Image Removed

Image Added

Recordings

Here you will find how to use recordings with the API.

Get Recordings

Code Block

Relative URL: Integra/resources/Cdr/getrecords
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params: lastrow  (Last number of records for pagination, example 0 (will get you 50 recordings from 0-50), 50 (will get from 51-100)) if search limit is 50
		searchLimit records count
        filter  (Json of the filter object) 
        Random: 1 (Always 1)
Result: JSON

Json Object

Code Block

{
"calldatei": "2015-12-03 00:00:00",          //Initial date
"calldatef": "2016-02-24 23:59:59",          //Final date
"agent": "",                                 //Agent
"campaign": "",                              //Campaign
"source": "",                                //Source
"destination": "",                           //Destination
"data": "",                                  //Data of the call Tag
"range": "",                                 //Hour range
"rating": "",                                //Qualification
"mindur": "",                                //Min duration
"exclude": "",                               //Exclude number
"type": "record"                             //Type of record alway the same
,"cont": ""                                  //How many times at least we have this number in the range
}

The recording could be in 4 different places:

Code Block

https://TelephonyIP/records/guid.mp3
https://TelephonyIP/records/guid.mp3
https://BackupRecords/records/20160118/guid.mp3
https://BackupRecords/records/guid.mp3

 
Guid (Unique identifier found in JSON) 
Example: 7e4e7db9-f080-494e-b04b-7c8e47711558

Note

The folders are the date of the recording that is on the JSON string (calldate) without hypens or time.

This is done because if you are storing many million files the Operating System won't be able to manage them ok, that is why we store the recording per day in folders.

Warning

If you don't find the recording on any of these places the recording could be in GSM format, you can do 2 things here:

If your application is capable to reproduce GSM format, then just replace mp3 with GSM and try to find them on the same 4 places.
You can Convert the GSM to MP3 with a WebService.

Convert Recordings

Code Block

Relative URL: Integra/resources/Supervisor/convert
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params: guid (Unique identifier of the recording)  
        folder (Example:20160118) This is the date of the recording in case the recording is found there.
Result: 1 for complete.

Info
Then you will try again to find the MP3 file (you can reproduce the URL with HTML5 or any capable audio player).

Code Block

https://TelephonyIP/records/guid.mp3
https://TelephonyIP/records/guid.mp3
https://BackupRecords/records/20160118/guid.mp3
https://BackupRecords/records/guid.mp3
 
  
Guid (Unique identifier found in JSON) 
Example: 7e4e7db9-f080-494e-b04b-7c8e47711558

Tag Record

Code Block

Relative URL: Integra/resources/Agents/TagRecord
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params: phone   (Destination phone) 
        guid    (Record unique identifier)
        data    (Text to tag)
Result: Empty, is an Async Request

Via Proxy

Code Block

<script type="text/javascript" src="https://cdnjs.cloudflare.com/ajax/libs/porthole/1.0.0/porthole.js"></script>
<script type="text/javascript">
//for example on click when you want to close a tab
   function CloseTab () {
       var windowProxy;
       windowProxy = new Porthole.WindowProxy(window.location.protocol + window.location.hostname);
       windowProxy.post({'action': 'tag', 'guid' : '<GUID>', 'message' : '<MESSAGE>'});
   }
 
</script>

Dialers

Here we see some actions that we use only for voice markers.

CTI

This JSON object is found on LocalStorage and encrypted, this has the information of the Answered Call and if is From a Dialer all the information of the Next alternative phone to Respool.

Dialer: Campaign, Main number, status(always 1), data (params and values for the workflow), alternatives (with :), retries (for this main number), contact (id), dialebase, priority, agentphone

Convert this datas to the Objet Respool shown below.

What can we do with Objet Respool?:

Change main number and alternatives and reorder them
Change retries for the main number (example if we use an alternative number as main then we set retries to 0)
Change priorities
Add data or change them for the workflow
agentphone, if progressive we can assign it to other agent
DON'T CHANGE: campaign, status, contact, dialerbase: Can alter the dialer beheavior.

via Proxy

Code Block
windowProxy = new Porthole.WindowProxy('<URL PARENT>'); windowProxy.addEventListener(onMessage); windowProxy.post({'action': 'CTI'}); function onMessage(messageEvent) { CTI = messageEvent.data.CTI; }

Respool Call

Code Block
Relative URL: Integra/resources/Dialers/Respool Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Params: callspool (JSON Object) Result: 1

Json object

Code Block

{
 
  "campaign": "Ventas->",                  //Name of the campaign
  "destination": "098344484",              //Destination number
  "dialerbase": "basetest",                 //Name of the dialer List
  "status": 1,                               // 1 if enable
  "data": "Par1=Val1:Par2=Val2",             // Params for the workflow and Forms
  "alternatives": "098124484",               //Alternatives numbers separated by :
  "contact": 222,                            // Contactid
  "retries": 0,                              // 0 as we are starting a new phone
  "priority": 9999,                          // Priority to order the records 1 is used for schedule so use > 1
  "agentphone": "1001"                       // For progressive dialers
}

Warning
Never Respool a destination that is already on the Spool always a alternative number, in CTI the principal number is already the first alternative.

via Proxy

Code Block

<script type="text/javascript" src="https://cdnjs.cloudflare.com/ajax/libs/porthole/1.0.0/porthole.js"></script>
<script type="text/javascript">
 
   function Respool () {
       var windowProxy;
       windowProxy = new Porthole.WindowProxy(window.location.protocol + window.location.hostname);
       windowProxy.post({'action': 'respool', 'objetoRespool' : <Objeto Respool>});
   }
 
</script>

Schedule Call

Warning
The dialer has to be Enable and On Date To process Schedule Calls if not this will be the first to go out when the Dialer starts again.

Code Block
Relative URL: Integra/resources/Dialers/ScheduleDialerCall Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Params: callschedule (JSON Object) Result: 1 OK 0 ERROR

Json Object

Code Block

{
  "calldate" : "2015-10-11 15:00:00",              //Calldate to be executed
  "campaign" : "Ventas->",                         //Dialer campaign
  "destination" : "098344484",                     //Destination for the call
  "alternatives" : "099124484:099121212",          //Alternative phones
  "agentphone" : "1001",                           //Agent phone if progressive
  "data" :  "Par1=Val1:Par2=Val2"                  //Values for Forms and Workflows
}

via Proxy

Code Block

<script type="text/javascript" src="https://cdnjs.cloudflare.com/ajax/libs/porthole/1.0.0/porthole.js"></script>
<script type="text/javascript">
 
   function Schedule () {
       var windowProxy;
       windowProxy = new Porthole.WindowProxy(window.location.protocol + window.location.hostname);
       windowProxy.post({'action': 'schedule', 'callDate' : '<2016-10-10 15:00:00>', 'objectDialer' : <Objecto Respool> });
   }
 
</script>

Dialer Tasks

Info

If the call date is specified, the task will execute at this exact moment, on the contrary, if the date is specified as null, the task will execute when the schedule is free.

The priority of the scheduled task with an specific date will be higher than the one that date is null.

Code Block
Dialer Task URL Relativa: Integra/resources/Dialers/DialerTask Método: POST content-type: application/x-www-form-urlencoded Parámetros: call (Objeto JSON) Resultado: 1 OK 0 ERROR

Examples for each mode

Insert Dialer with priority 1

Info

"calldate" is NOW

bulk = false
automatic = true

Code Block
{"calldate" : null, "campaign" : "campName<-", "destination": "12-345-678", "alternatives": "", "agent" : "", "data": "idcustomer=7", "source": "source", "bulk": false, "automatic": true }

Create a manual call -Click to call-

Info

calldate = null
bulk = false
automatic = false

make a call in the moment

Code Block
{"calldate" : null, "campaign" : "campName<-", "destination": "12-345-678", "alternatives": "", "agent" : "", "data": "idcustomer=7", "source": "source", "bulk" : false, "automatic" : false }

Insert Scheduled Call for anytime

Info
Calldate is any future date time

Code Block

Dialer, Any Time

{"calldate" : "2020-01-01 00:00:00",
"campaign" : "campName<-",
"destination": "12-345-678",
"alternatives": "",
"agent" : "",
"data": "idcustomer=7",
"source": "source",
"bulk" : true,
"automatic" : false }

Insert Dialer call to a Dialer

Info
If dialer is progressive, don’t forget to insert the agent

Code Block

Dialer, Specific Agent

//Identify Agent by its username:

{"calldate" : null,
"campaign" : "campName->",
"destination": "12-345-678",
"alternatives": "",
"agent" : "Agent1",
"data": "idcustomer=7",
"source": "source",
"bulk" : true,
"automatic" : false}

//Identify Agent by its assigned phone number:

{"calldate" : null,
"campaign" : "campName->",
"destination": "12-345-678",
"alternatives": "",
"agent" : "1001",
"data": "idcustomer=7",
"source": "source",
"bulk" : true,
"automatic" : false}

Delete Contact from Dialer

Code Block
Relative URL: Integra/resources/Dialers/RemoveContact Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Params: campaign number Result: 1

Delete Schedule from Dialer

Info

Deletes a schedule call, parameters campaign, number,date from and to format:

(YYYY-MM-DD HH:mm:ss) to be able to delete in a date time range.

Code Block
Relative URL: Integra/resources/Dialers/RemoveScheduleDialerCall Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Params: campaign destination from to Result: 1

Image Removed

Image Added

Upload Bases

The API gives us the possibility to upload the lists of dialers in a simple way, with parameters and with timezone so that it is used the most appropriate to your needs.

Upload Calls Base

Code Block

Relative URL: Integra/resources/Dialers/uploadbase
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params:  filename         (Name of the file)
         fileb64          (base64 content of the file)
         campaign         (Name of the campaign)
         cant             (Count of records)
		 username		  (user uploading)
Result: 1 (Async Method)

File Format

Code Block

prueba1;098344484;var1=val1:var2=val2;099124484:099111111;9999;1001
campaign;principanumber;parameters and values for workflows and forms;alternatives phones separated by :; priority (optional);agentphone (optional)

Upload Calls Base with Timezone

Code Block

Relative URL: Integra/resources/Dialers/uploadbasewithtimezone
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params:  filename         (Name of the file)
         fileb64          (base64 content of the file)
         campaign         (Name of the campaign)
         cant             (Count of records)
         username         (user uploading)
         timezone         (Timezone, the list of zones can be found in: uContact Timezones)
Result: 1 (Async Method)

File format

Code Block

prueba1;098344484;var1=val1:var2=val2;099124484:099111111;9999;1001
campaign;principanumber;parameters and values for workflows and forms;alternatives phones separated by :; priority (optional);agentphone (optional)

Campaigns Information

You can also get voice campaign information through the API.

Campaigns Summary

To see the status of system campaigns summarized, the following method exists

Code Block
Relative URL: Integra/resources/Supervisor/queuesummary Method: POST content-type:application/x-www-form-urlencoded; charset=UTF-8 Result: JSON

Response

Code Block

language	json

[
    {
        "queue": "Power<-",
        "loggedIn": 10,
        "available": 5,
        "callers": 3,
        "holdTime": 18,
        "talkTime": 130,
        "longestHoldTime": 220,
        "internalActionId": "1982468278_6312",
        "dateReceived": "Nov 2, 2018 11:31:42 AM"
    },
    {
        "queue": "test->",
        "loggedIn": 0,
        "available": 0,
        "callers": 0,
        "holdTime": 0,
        "talkTime": 0,
        "longestHoldTime": 0,
        "internalActionId": "1982468278_6312",
        "dateReceived": "Nov 2, 2018 11:31:42 AM"
    },
    {
        "internalActionId": "1982468278_6312",
        "dateReceived": "Nov 2, 2018 11:31:42 AM"
    }
]

Campaign Status

On the other hand, if we want to obtain all the information of the campaigns of the system, we can use this other method

Code Block

Relative URL: Integra/resources/Supervisor/campaignstatus
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params: queue   (Example: CampTest2<-)
Result: JSON (Has different type of Objects, Campaigns, Agents and ACD Calls)

Response

Code Block

{
    "Power<-": {
        "campaign": "Power<-",
        "availables": 0,
        "notavailables": 1,
        "paused": 0,
        "busy": 0,
        "busypaused": 0,
        "totalagents": 1,
        "logged": 0,
        "onwrapup": 0,
        "completed": 0,
        "abandoned": 0,
        "talked": "00:00:00-0",
        "hold": "00:00:00-0",
        "abandonedlevel": "0",
        "totalcalls": 0,
        "acd": 0,
        "servicelevel": "0.0",
        "servicelevel2": "0.0",
        "strategy": "leastrecent",
        "slevelthreshold": "3",
        "wrapup": 0
    },
    "test->": {
        "campaign": "test->",
        "availables": 0,
        "notavailables": 0,
        "paused": 0,
        "busy": 0,
        "busypaused": 0,
        "totalagents": 0,
        "logged": 0,
        "onwrapup": 0,
        "completed": 0,
        "abandoned": 0,
        "talked": "00:00:00-0",
        "hold": "00:00:00-0",
        "abandonedlevel": "0",
        "totalcalls": 0,
        "acd": 0,
        "servicelevel": "0.0",
        "servicelevel2": "0.0",
        "strategy": "leastrecent",
        "slevelthreshold": "3",
        "wrapup": 3
    }
}

Page Comparison

Versions Compared

Old Version 14

New Version 15

Key

Calls

Make call

via Proxy

Make call by phone

HungUp Call

via Proxy

Disposition Call

External Workflow call

Blacklist

Add a number to the Blacklist

Add multiple numbers to the Blacklist

Remove number from the Blacklist

Remove multiple numbers from the Blacklist

Recordings

Get Recordings

Convert Recordings

Tag Record

Via Proxy

Dialers

CTI

via Proxy

Respool Call

Json object

via Proxy

Schedule Call

Json Object

via Proxy

Dialer Tasks

Examples for each mode

Delete Contact from Dialer

Delete Schedule from Dialer

Upload Bases

Upload Calls Base

File Format

Upload Calls Base with Timezone

File format

Campaigns Information

Campaigns Summary

Response

Campaign Status

Response