API Telephony

Owned by Daniel Olivera (Unlicensed)
Last updated: Jul 08, 2024 by uContact dev
10 min read

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

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


Calls

With the calls we can find the following available actions

 

 

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>

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>

HungUp Call

via Proxy

 

Disposition Call

Disposition of the call using dialer actions and taging

  • RESPOOL

  • RESPOOLALTERNATIVE

  • BLACKLIST

  • SCHEDULE

Dispositions must be configured in uContact.

External Workflow call

Blacklist

Blacklist Object

 

Add a number to the Blacklist

Add multiple numbers to the Blacklist

Remove number from the Blacklist

Remove multiple numbers from the Blacklist

 


Recordings

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

Get Recordings

 

Json Object


The recording could be in 4 different places:

 

Convert Recordings

Tag Record

Via Proxy


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

 

Respool Call

Json object

 

via Proxy

 

Schedule Call

Json Object

 

via Proxy

Dialer Tasks

 

Examples for each mode

Insert Dialer with priority 1

 

Create a manual call -Click to call-

 

Insert Scheduled Call for anytime

 

Insert Dialer call to a Dialer

Delete Contact from Dialer

Delete Schedule from Dialer


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

File Format

Upload Calls Base with Timezone

File format


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

 

Response

 

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

 

Response

 

Â