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

Info

Remember that to use the API, you need:

  1. Authenticate and get a token for the session

  2. Use the token in the Header Authorization

  3. End session

See more here…here


Content

Table of Contents
maxLevel1

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Calls

With the calls we can find the following available actions

Expandtitle

Make

Call

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>

Expandtitle

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>
Expand
title

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>

Expandtitle

Disposition Call

Info

Disposition of the call using dialer actions and taging

  • RESPOOL

  • RESPOOLALTERNATIVE

  • BLACKLIST

  • SCHEDULE

Dispositions must be configured in uContact.

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

            camptoreschedule (optional - dialer to reschedule the call)
           
extension
 tag    
(incoming
 
extension
 
of
 
the
 
flow)
    ( text for tag or empty by default 
jsonparams (JSON Object)
l1|l2|l3 )

Result:  
OK
1
expand
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)
Result: 1
Expand
titleExternal Workflow call
Info

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

Code Block

External Workflow call

titleAdd number to Do not call Registry (black list) by campaign or use * on campaign for all

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

Info
Add to DNCR (blacklist)
Info
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"
  "expire_date": "2025-01-01",
  "direction": "I/O",
}

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/
addblack
deleteblack
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params:  objeto blacklist 
black
(JSON Object)
Result:  1
1Json object

Remove multiple numbers from the Blacklist

Code Block
{"phone": "phone number", "campaign":"Campaign or *", "username": "user",  "company": "Customer data", "job_title": "Customer data","name": "Name"}
Image Removed
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


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Recordings

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

Expandtitle

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

wont

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

this

these places the recording could be in

gsm

GSM format, you can do 2 things here:

  1. If your application is capable to reproduce GSM format, then just replace mp3 with

gsm

  1. GSM and try to find them on the same 4 places.

  2. You can Convert the GSM to MP3 with a WebService.

Expandtitle

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).

title
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
Expand

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>
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Dialers

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

CTI

Image RemovedImage Added

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

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

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

title
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>
Expand

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>
Expandtitle

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 X1

Info

Bulk list made one by one
Alternative phones separated

Code BlockDialer, Priority X

"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": 
true
false,
"automatic": 
false
true }

Insert Dialer with high priority Create a manual call -Click to call-

Code BlockDialer, Priority High
Info

"calldate" is NOW
This action is used to call moments after being executed.

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" : 
true
false }

Insert Scheduled Call for anytime

Info

Calldate is any future date time

Code Block
Dialer, Any Time

{"calldate" : "
2018
2020-01-01 00:00:00",
"campaign" : "campName<-",
"destination": "12-345-678",
"alternatives": "",
"agent" : "",
"data": "idcustomer=7",
"source": "source",
"bulk" : 
false
true,
"automatic" : false }

Insert Dialer call to a Dialer with ownership

Info

Assigned to an specific Agent
This action is executed for a Progressive type dialer

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" : 
false
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" : 
false
true,
"automatic" : false}
Expandtitle

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
Expandtitle

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
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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.

Expandtitle

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)
Expand
title

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)
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Image Added


Campaigns Information

You can also get voice campaign information through the API.

Expand

title

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
languagejson
[
    {
        "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"
    }
]

Expandtitle

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
    }
}

Colección de postman con algunas de las llamadas.