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

To provide proxy functionality and made possible the communication between windows from different domains we use Porthole.js https://github.com/ternarylabs/porthole

The examples that are listed here use the library hosted by a CDN. You can download this dependency and use it locally too

Calls

With the calls we can find the following available actions

 Click here to expand Make Call

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

<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>
 Click here to expand Make call by phone

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.

<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>
 Click here to expand HungUp Call

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

<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>
 Click here to expand Disposition Call

Disposition the call using dialer actions and taging

  • RESPOOL

  • RESPOOLALTERNATIVE

  • BLACKLIST

  • SCHEDULE

Dispositions must be configured in uContact.

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
 Click here to expand External Workflow call

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

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
 Click here to expand Add to DNCR (blacklist)

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

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

Json object

{"phone": "phone number", "campaign":"Campaign or *", "username": "user",  "company": "Customer data", "job_title": "Customer data","name": "Name"}
 Click here to expand...

 Click here to expand...

 Click here to expand Tag Record

Dialers

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

 Click here to expand 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

windowProxy = new Porthole.WindowProxy('<URL PARENT>');
windowProxy.addEventListener(onMessage);
windowProxy.post({'action': 'CTI'});
 
 
function onMessage(messageEvent) {
  CTI = messageEvent.data.CTI;
 
}
 Click here to expand Respool Call

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

{
 
  "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
}

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

<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>

 Click here to expand Schedule Call

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.

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

{
  "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

<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>

 Click here to expand Dialer Tasks

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.

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

  1. Insert Dialer with priority 2 (Bulk list made one by one. Alternative phones separated)

    Dialer, Priority X

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

  2. Insert Dialer with high priority 

    Dialer, Priority High

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

  3. Insert Scheduled Call for anytime (Calldate is any future date time) 

    Dialer, Any Time

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

  4. Insert Dialer call to a Dialer with ownership (Assigned to an specific Agent) 

    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,
"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,
"automatic" : false}
 Click here to expand Delete Contact from Dialer

Relative URL: Integra/resources/Dialers/RemoveContact
Method: POST
content-type:application/x-www-form-urlencoded; charset=UTF-8
Params:     campaign
            number
Result:  1
 Click here to expand Delete Schedule from Dialer

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

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

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.

 Click here to expand Upload Calls Base

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

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)
 Click here to expand Upload Calls Base with Timezone

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

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

You can also get voice campaign information through the API.

 Click here to expand...

 Click here to expand...

Colección de postman con algunas de las llamadas.


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