# Document
CRM wants to connect to the API and needs the URLs to receive data in URL or JSON format
**Below are some example URLs for reference**
Contents
* **Incoming Call**
* **End Call**
* [**Call Information**](#user-content-fn-1)[^1]
* **Missed Call**
* **Agent No Answer**
* **Outgoing Call**
* **Update Real-Time Agent Status**
* **Click2Call Event**
* **Check Extension Status**
* **Spy Call Event**
* **Event to Get Extension List in Queue**
* **Change Extension Status in Queue**
### **Incoming Call**
When there is an incoming call to the PBX, it will ring to the employee’s phone (e.g., extension 101):
{% code overflow="wrap" %}
```
https://{CRM_URL}/api/callcenter/call_in?phone=0938363739&queue=999&extension=101&callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&event=ANSWER&did=19002028
```
{% endcode %}
With parameter**:**
* `{CRM_URL}`**:** Provided by CRM
* `phone`**:** The incoming phone number
* `queue`**:** The queue of the internal number (if applicable)
* `extension`**:** The internal number of the agent
* `callid`**:** The call ID
* `event`**:** The call status (ANSWER, RINGING)
* `did`**:** The PBX phone number
### [**End Call**](#user-content-fn-1)[^1]
This is the event that informs the CRM that the call has ended:
{% code overflow="wrap" %}
```
https://{CRM_URL}/api/callcenter/hangup?callid=5e012a75-121b-4c10-bdb4-c4b235b6a677
```
{% endcode %}
With parameter**:**
* `{CRM_URL}`**:** Provided by CRM
* `callid`**:** The call ID
### **Call Information**
When the call ends, the PBX can return detailed call information:
{% code overflow="wrap" %}
```
https://{CRM_URL}/api/callcenter/calldata?callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&calldate=2024-03-01 13:15:40&duration=50&billsec=37&status=ANSWER&did=19002028&extension=101&phone=0938363739&direction=Inbound&recordingfile=https://portal.voicecloud.vn/play_audio/data/5e012a75-121b-4c10-bdb4-c4b235b6a677
```
{% endcode %}
With parameter**:**
* `{CRM_URL}`**:** Provided by CRM
* `callid`**:** The call ID
* `calldate`**:** The start time of the call (format: y-m-d hms)
* `duration`**:** The total call duration
* `billsec`**:** The duration of the talk time
* `status`**:** The call status (ANSWER, BUSY, etc.)
* `did`**:** The PBX phone number
* `extension`**:** The agent’s internal number
* `phone`**:** The customer’s phone number
* `direction`**:** The call direction (Inbound or Outbound)
* `recordingfile`**:** The path to the call recording file
### **Missed Call**
{% code overflow="wrap" %}
```
https://{CRM_URL}/api/callcenter/calldata?callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&holdtime=60&status=ABANDON&queue=999&phone=0938363739
```
{% endcode %}
With parameter**:**
* `{CRM_URL}`**:** Provided by CRM
* `callid`**:** The call ID
* `holdtime`**:** The customer's hold time (in seconds)
* `status`**:** The call status (ABANDON)
* `queue`**:** The name of the queue
* `phone`**:** The customer's phone number
### **Agent No Answer**
{% code overflow="wrap" %}
```
https://{CRM_URL}/api/callcenter/calldata?callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&status=NOANSWER&queue=999&extension=101&phone=0938363739
```
{% endcode %}
With parameter**:**
* `{CRM_URL}`**:** Provided by CRM
* `callid`**:** The call ID
* `status`**:** The call status (NOANSWER)
* `queue`**:** The name of the queue
* `extension`**:** The agent’s internal number
* `phone`**:** The customer’s phone number
### **Outgoing Call**
Synchronize data to inform the CRM of an outgoing call from the PBX:
{% code overflow="wrap" %}
```
https://{CRM_URL}/api/callcenter/init?extension=101&phone=0938363739&callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&event=ANSWER
```
{% endcode %}
With parameter**:**
* `{CRM_URL}`**:** Provided by CRM
* `extension`**:** Agent's internal number
* `phone`**:** Outgoing phone number
* `callid`**:** Call ID
* `event`**:** Call status (ANSWER, RINGING)
### **Update Real-Time Status of Agent**
{% code overflow="wrap" %}
```
https://{CRM_URL}/api/Agent/ChangeStatus?extension=101&status=talk
```
{% endcode %}
With parameter**:**
`{CRM_URL}`**:** Provided by CRM\
`extension`**:** Agent's internal number\
`status`**:** Agent's status (\*)
**(\*) Extension Status Values**
| **Values** | **Describe** |
| ---------- | -------------------------- |
| off | Agent (phone) not register |
| on | Agent (phone) available |
| pause | Agent (phone) pause |
| ring | Agent (phone) ringring |
| talk | Agent (phone) talking |
### **Click2call Event**
CRM runs this URL with the GET method, using URL-encoded data:
{% code overflow="wrap" %}
```
https://{PBX_URL}/api/CallControl/dial/from_number/{extension}/to_number/{phone}/key/{key}/domain/{domain}
```
{% endcode %}
With parameter**:**
* `{PBX_URL}`: Provided by the PBX system.
* `api/CallControl/dial`: API method name for making calls in the system.
* `extension`: Internal extension number to call (e.g., 101).
* `phone`: Customer phone number to call (e.g., 0938363739).
* `key`: Company key provided by the PBX system.
* `domain`: Company domain name provided by the PBX system.
### Check the status of the extension
CRM runs this path using POST method with JSON data type:
{% code overflow="wrap" %}
```
https://{PBX_URL}/api/Agent/status/format/json
```
{% endcode %}
—-
```javascript
Data :
{
"key" : "98589afb123863cf4d5cd4ec2c41072",
"list" :
[
{"ext" : "100"},
{"ext" : "200"}
]
}
```
With parameter**:**
* `{PBX_URL}`: Provided by the PBX system.
* `api/Agent/status/format/json`: The API method name of the system.
* `key`: The company's key provided by the PBX system.
* `ext`: The extension to be checked.
### **SPY Call Event**
CRM runs this path using POST method with JSON data type:
{% code overflow="wrap" %}
```
https://{PBX_URL}/api/Agent/spy/format/json
```
{% endcode %}
—-
```javascript
Data :
{
"key" : "98589afb123863cf4d5cd4ec2c41072",
"src" : "100",
"dst" : "101",
"mode" : "whisper"
}
```
With parameter**:**
* `{PBX_URL}`: Provided by the PBX system.
* `api/Agent/spy/format/json`: The API method name of the system.
* `key`: The company's key provided by the PBX system.
* `src`: The extension of the person initiating the spy call.
* `dst`: The extension of the person being listened to.
* `mode`:
* `whisper`: listen only
* `threeway`: talk to both
* `caller`: talk to the caller
* `callee`: talk to the callee
### **Event to Retrieve Extension List in Queue**
CRM runs this path using POST method with JSON data type:
{% code overflow="wrap" %}
```
https://{PBX_URL}/api/Agent/all_members/format/json
```
{% endcode %}
—-
{% code overflow="wrap" %}
```javascript
Data :
{
"key" : "98589afb123863cf4d5cd4ec2c41072"
}
```
{% endcode %}
With parameter**:**
* `{PBX_URL}`: Provided by the PBX system.
* `api/Agent/all_members/format/json`: The API method name of the system.
* `key`: The company's key provided by the PBX system.
### **Change Extension Status in Queue**
CRM runs this path using POST method with JSON data type:
{% code overflow="wrap" %}
```
https://{PBX_URL}/api/Agent/update_status
```
{% endcode %}
—
{% code overflow="wrap" %}
```javascript
Data :
{
"key" : "98589afb123863cf4d5cd4ec2c41072",
"exten" : "100",
"status" : "0"
}
```
{% endcode %}
With parameter**:**
* `{PBX_URL}`: Provided by the PBX system.
* `api/Agent/update_status`: The API method name of the system.
* `key`: The company's key provided by the PBX system.
* `exten`: The extension number to be changed.
* `status`: The status of the extension. (0: unpaused, 1: paused)
### **Retrieve Call Data**
CRM runs this path using POST method with JSON data type:
{% code overflow="wrap" %}
```
https://{PBX_URL}/internal/Reports/cdr/format/json
```
{% endcode %}
—
{% code overflow="wrap" %}
```javascript
Data :
{
"key" : "98589afb123863cf4d5cd4ec2c41072",
"callid" : "fb80cc79-e179-1234-92d7-04748b9bb475",
"startdate" : "2022-09-23",
"enddate" : "2022-09-23"
}
```
{% endcode %}
With parameter**:**
* `{PBX_URL}`: Provided by the PBX system.
* `internal/Reports/cdr/format/json`: The API method name of the system.
* `key`: The company's key provided by the PBX system.
* `callid`: The call ID.
* `startdate – enddate`: The time range. (Format: YYYY-MM-DD)
[^1]:
---
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