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

  • 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):

https://{CRM_URL}/api/callcenter/call_in?phone=0938363739&queue=999&extension=101&callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&event=ANSWER&did=19002028

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

This is the event that informs the CRM that the call has ended:

https://{CRM_URL}/api/callcenter/hangup?callid=5e012a75-121b-4c10-bdb4-c4b235b6a677

With parameter:

  • {CRM_URL}: Provided by CRM

  • callid: The call ID

Call Information

When the call ends, the PBX can return detailed call information:

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

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

https://{CRM_URL}/api/callcenter/calldata?callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&holdtime=60&status=ABANDON&queue=999&phone=0938363739

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

https://{CRM_URL}/api/callcenter/calldata?callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&status=NOANSWER&queue=999&extension=101&phone=0938363739

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:

https://{CRM_URL}/api/callcenter/init?extension=101&phone=0938363739&callid=5e012a75-121b-4c10-bdb4-c4b235b6a677&event=ANSWER

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

https://{CRM_URL}/api/Agent/ChangeStatus?extension=101&status=talk

With parameter:

{CRM_URL}: Provided by CRM extension: Agent's internal number status: Agent's status (*)

(*) Extension Status Values

Click2call Event

CRM runs this URL with the GET method, using URL-encoded data:

https://{PBX_URL}/api/CallControl/dial/from_number/{extension}/to_number/{phone}/key/{key}/domain/{domain}

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:

https://{PBX_URL}/api/Agent/status/format/json

—-

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:

https://{PBX_URL}/api/Agent/spy/format/json

—-

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:

https://{PBX_URL}/api/Agent/all_members/format/json

—-

Data :
{
 "key" : "98589afb123863cf4d5cd4ec2c41072"
}

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:

https://{PBX_URL}/api/Agent/update_status

—

Data :
{
 "key" : "98589afb123863cf4d5cd4ec2c41072",
 "exten" : "100",
 "status" : "0"
}

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:

https://{PBX_URL}/internal/Reports/cdr/format/json

—

Data :
{
 "key" : "98589afb123863cf4d5cd4ec2c41072",
 "callid" : "fb80cc79-e179-1234-92d7-04748b9bb475",
 "startdate" : "2022-09-23",
 "enddate" : "2022-09-23"
}

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)

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