878 lines
34 KiB
Plaintext
878 lines
34 KiB
Plaintext
AGENT API DOCUMENT Started: 2008-07-03 Updated: 2014-06-19
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This document describes the functions of an API(Application Programming Interface)
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for the VICIDIAL Agent screen. This functionality will be rather limited at first
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and will be built upon as critical functions are identified and programmed into it.
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There is also a new NON-agent API script, for more information on that, please
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read the NON-AGENT_API.txt document.
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API functions:
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version - shows version and build of the API, along with the date/time
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external_hangup - sends command to hangup the current phone call for one specific agent(Hangup Customer)
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external_status - sends command to set the disposition for one specific agent and move on to next call
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external_pause - sends command to pause/resume an agent now if not on a call, or pause after their next call if on call
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external_dial - sends command to manually dial a number on the agent's screen
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preview_dial_action - sends a SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH when a lead is being previewed or manual alt dial
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external_add_lead - Adds a lead in the manual dial list of the campaign for logged-in agent
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change_ingroups - changes the selected in-groups for a logged-in agent
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update_fields - changes values for selected data fields in the agent interface
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set_timer_action - sets timer action for the current call the agent is on
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st_login_log - looks up the vicidial_users.custom_three field and logs event from CRM
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st_get_agent_active_lead - looks up active lead info for an agent and outputs lead information
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ra_call_control - remote agent call control: hangup/transfer calls being handled by remote agents
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send_dtmf - sends dtmf signal string to agent's session
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transfer_conference - sends several commands related to the agent transfer-conf frame
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park_call - sends command to park customer or grab customer from park or ivr
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logout - logs the agent out of the agent interface
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recording - sends a recording start/stop signal or status of agent recording
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webserver - display webserver information, very useful for load balanced setups
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webphone_url - display the webphone url for the current agent's session
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call_agent - send a call to connect the agent to their session
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pause_code - set a pause code if the agent is paused
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audio_playback - basic play/pause/resume/stop/restart audio in agent session
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New scripts:
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/agc/api.php - the script that is accessed to execute commands
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Required variables for all API calls:
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# user - is the API user
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# pass - is the API user password
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# agent_user - is the vicidial agent user whose session that you want to affect
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# source - description of what originated the API call (maximum 20 characters)
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Optional variable for all API calls:
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# close_window_link - will display a link to close the window, useful if you pop up the API link in a browser window
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# language - currently only works for close window link: en=English, es=Spanish
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To hangup the call, disposition it and then pause the agent, do the following in order:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_pause&value=PAUSE
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_hangup&value=1
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_status&value=A
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Response to calls will return either an ERROR or a SUCCESS along with an explanation.
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for example:
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SUCCESS: external_status function set - 6666|A
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ERROR: agent_user is not logged in - 6666
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DETAIL OF EACH FUNCTION:
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version -
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DESCRIPTION:
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shows version and build of the API, along with the date/time
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VALUES: NONE
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EXAMPLE URL:
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http://server/agc/api.php?function=version
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RESPONSES:
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VERSION: 2.0.5-2|BUILD: 90116-1229|DATE: 2009-01-15 14:59:33|EPOCH: 1222020803
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--------------------------------------------------------------------------------
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webserver -
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DESCRIPTION:
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shows version and build of the API, along with the date/time
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VALUES: NONE
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EXAMPLE URL:
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http://server/agc/api.php?source=test&user=6666&pass=1234&function=webserver
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RESPONSES:
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Webserver Data:
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set.timezone: America/New_York
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abbr.timezone: EDT
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dst.timezone: 1
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uname: Linux dev-db 2.6.34.8-0.2-default #1 SMP 2011-04-06 18:11:26 +0200 x86_64
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host name: dev-db
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server name: www.vicidial.org
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php version: 5.3.3
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apache version: Apache/2.2.15 (Linux/SUSE)
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apache processes: 13
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system loadavg: 0.06
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disk_free_space: 444174315520
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date.timezone: America/New_York
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max_execution_time: 360
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max_input_time: 360
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memory_limit: 128M
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post_max_size: 48M
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upload_max_filesize: 42M
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default_socket_timeout: 360
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--------------------------------------------------------------------------------
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external_hangup -
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DESCRIPTION:
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Hangs up the current customer call on the agent screen
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VALUES: (value)
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1 - the only valid value for this function
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EXAMPLE URL:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_hangup&value=1
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RESPONSES:
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ERROR: external_hangup not valid - 1|6666
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ERROR: no user found - 6666
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ERROR: agent_user is not logged in - 6666
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SUCCESS: external_hangup function set - 1|6666
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--------------------------------------------------------------------------------
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external_status -
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DESCRIPTION:
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Sets the status of the current customer call on the agent dispotion screen
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VALUES: (value)
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value -
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Any valid status in the VICIDIAL system will work for this function
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callback_datetime -
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YYYY-MM-DD+HH:MM:SS, date and time of scheduled callback. REQUIRED if callback is set and status is flagged as a scheduled callback
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callback_type -
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USERONLY or ANYONE, default is ANYONE
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callback_comments -
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Optional comments to appear when the callback is called back, must be less than 200 characters in length
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qm_dispo_code -
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Option callstatus code used if QM is enabled
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EXAMPLE URL:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_status&value=A
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_status&value=CALLBK&callback_datetime=2012-01-25+12:00:00&callback_type=USERONLY&callback_comments=callback+comments+go+here&qm_dispo_code=1234
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RESPONSES:
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ERROR: external_status not valid - A|6666
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ERROR: no user found - 6666
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ERROR: agent_user is not logged in - 6666
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SUCCESS: external_status function set - A|6666
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--------------------------------------------------------------------------------
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external_pause -
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DESCRIPTION:
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Pauses or Resumes the agent. If a Pause and the agent is on a live call will pause after the live call is dispositioned
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VALUES: (value)
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PAUSE - Pauses the agent session
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RESUME - Resumes the agent session
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_pause&value=PAUSE
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_pause&value=RESUME
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RESPONSES:
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ERROR: external_pause not valid - PAUSE|6666
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ERROR: no user found - 6666
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ERROR: agent_user is not logged in - 6666
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SUCCESS: external_pause function set - PAUSE|1232020456|6666
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--------------------------------------------------------------------------------
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logout -
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DESCRIPTION:
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Logs the agent out of the agent interface. If the agent is on a live call, will logout after the live call is dispositioned
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VALUES: (value)
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LOGOUT - Logout the agent session
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=logout&value=LOGOUT
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RESPONSES:
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ERROR: logout not valid - PAUSE|6666
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ERROR: no user found - 6666
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ERROR: agent_user is not logged in - 6666
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SUCCESS: logout function set - LOGOUT|1232020456|6666
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--------------------------------------------------------------------------------
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external_dial -
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DESCRIPTION:
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Places a manual dial phone call on the agent screen, you can define whether to search for the lead in the existing database or not and you can define the phone_code and the number to dial. This action will pause the agent after their current call, enter in the information to place the call, and dialing the call on the agent screen.
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VALUES:
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value -
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Any valid phone number (7275551212), or "MANUALNEXT" to mimic the Dial Next Number button
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lead_id -
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Any valid lead_id from the system(either value or lead_id are required) if both are defined, lead_id will override value
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phone_code -
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Any valid phone country code (1 for USA/Canada, 44 for UK, etc...)
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search -
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YES - perform a search in the campaign-defined vicidial_list list for this phone number and bring up that lead
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NO - do not search, create a new vicidial_list record for the call
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preview -
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YES - preview the lead in the vicidial screen without dialing
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NO - do not preview the lead, place call immediately
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focus -
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YES - change the focus of the screen to the vicidial.php agent interface, brings up an alert in the browser window
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NO - do not change focus
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vendor_id -
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OPTIONAL, any valid Vendor lead code
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dial_prefix -
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OPTIONAL, any dial prefix that you want to add to the beginning of the dial string for this call
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group_alias -
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OPTIONAL, the outbound callerID(from an existing group-alias) that you want to use for this call
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vtiger_callback -
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OPTIONAL, YES or NO, will lookup the phone number and Vtiger account ID from the provided Event ID
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alt_user -
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OPTIONAL, instead of agent_user, this is to lookup the agent_user using the vicidial_users.custom_three field
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alt_dial -
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OPTIONAL, if using lead_id you can set this flag to dial the ALT number or the ADDR3 number or SEARCH a phone_number within the lead
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if SEARCH is used and the phone_number is not matched with the lead's phone_number, alt_phone or address3 field
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an ERROR will be returned
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_dial&value=7275551212&phone_code=1&search=YES&preview=NO&focus=YES
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_dial&value=7275551212&phone_code=1&search=YES&preview=NO&focus=YES&dial_prefix=88&group_alias=DEFAULT
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RESPONSES:
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ERROR: external_dial not valid - 7275551212|1|YES|6666
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ERROR: no user found - 6666
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ERROR: agent_user is not logged in - 6666
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ERROR: agent_user is not allowed to place manual dial calls - 6666
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ERROR: caller_id_number from group_alias is not valid - 6666|TESTING|123
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ERROR: group_alias is not valid - 6666|TESTING
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ERROR: vtiger callback activity does not exist in vtiger system - 12345
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ERROR: phone_number is already in this agents manual dial queue - 6666|7275551211
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ERROR: lead_id is not valid - 6666|1234567
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ERROR: phone number is not valid - 6666||1234567|
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ERROR: phone number lead_id search not found - 6666|7275551212|1234567|
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SUCCESS: external_dial function set - 7275551212|6666|1|YES|NO|YES|123456|1232020456|9|TESTING|7275551211|
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--------------------------------------------------------------------------------
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preview_dial_action -
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DESCRIPTION:
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sends a SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH when a lead is being previewed or in Manual Alt Dial
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VALUES:
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agent_user -
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REQUIRED alphanumeric string for active agent user
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value -
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One of the following actions (SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH)
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=preview_dial_action&value=SKIP
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RESPONSES:
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ERROR: preview_dial_action not valid - 7275551212|1|YES|6666
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ERROR: no user found - 6666
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ERROR: agent_user is not logged in - 6666
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ERROR: agent_user is not allowed to place manual dial calls - 6666
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ERROR: preview dialing not allowed on this campaign - 6666|TESTING|DISABLED
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ERROR: preview dial skipping not allowed on this campaign - 6666|TESTING|PREVIEW_ONLY
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ERROR: alt number dialing not allowed on this campaign - 6666|TESTING|N
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SUCCESS: preview_dial_action function set - DIALONLY|6666|DIALONLY
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--------------------------------------------------------------------------------
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external_add_lead -
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DESCRIPTION:
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Adds a lead in the manual dial list of the campaign for logged-in agent. A much simplified add lead function compared to the Non-Agent API function
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VALUES:
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agent_user -
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REQUIRED alphanumeric string for agent user
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dnc_check -
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OPTIONAL - Check for number against system DNC
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campaign_dnc_check -
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OPTIONAL - Check for number against campaign DNC from the agent's campaign
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LEAD DATA (must populate at least one)
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NOTE: Only fields that are specified in the API call will be modified
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address1
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address2
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address3
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alt_phone
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city
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comments
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country_code
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date_of_birth
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email
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first_name
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gender
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gmt_offset_now
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last_name
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middle_initial
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phone_number
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phone_code
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postal_code
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province
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security_phrase
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source_id
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state
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title
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vendor_lead_code
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rank
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owner
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_add_lead&phone_number=7275551212&phone_code=1&first_name=Bob&last_name=Smith=NO&dnc_check=YES
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RESPONSES:
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ERROR: external_add_lead not valid - 7275551212|1|6666|
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ERROR: no user found - 6666
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ERROR: lead insertion failed - 7275551212|TESTCAMP|101|6666
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ERROR: add_lead PHONE NUMBER IN DNC - 7275551212|6666
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ERROR: add_lead PHONE NUMBER IN CAMPAIGN DNC - 7275551212|TESTCAMP|6666
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ERROR: campaign manual dial list undefined - 7275551212|TESTCAMP|6666
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ERROR: agent_user is not logged in - 6666
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SUCCESS: lead added - 7275551212|TESTCAMP|101|123456|6666
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--------------------------------------------------------------------------------
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change_ingroups -
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DESCRIPTION:
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This function will change the selected in-groups for an agent that is logged into a campaign that allows for inbound calls to be handled. Allows the selected in-groups for an agent to be changed while they are logged-in to the ViciDial Agent screen only. Once changed in this way, the agent would need to log out and back in to be able to select in-groups themselves(If Agent Choose In-Groups is enabled for that user). The blended checkbox can also be changed using this function. The API user performing this function must have vicidial_users.change_agent_campaign = 1.
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VALUES:
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value -
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CHANGE - will change all in-groups to those defined in ingroup_choices
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REMOVE - will only remove the listed in-groups
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ADD - will only add the listed in-groups
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blended -
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YES - set the agent to take outbound auto-dialed calls (not applicable in MANUAL and INBOUND_MAN dial method campaigns)
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NO - set the agent to only take inbound calls
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ingroup_choices -
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OPTIONAL, a space-delimited(use plusses + in the URL) list of in-groups to allow the agent to take calls from, example: " TEST_IN2 SALESLINE TRAINING_IN -"
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set_as_default -
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OPTIONAL, YES or NO - overwrites the settings for the agent in the user modification screen, default is NO
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=change_ingroups&value=CHANGE&set_as_default=YES&blended=YES&ingroup_choices=+TEST_IN+SALESLINE+FAKE_IN+-
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=change_ingroups&value=REMOVE&blended=NO&ingroup_choices=+TEST_IN2+TEST_IN4+-
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http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=change_ingroups&value=ADD&blended=NO&ingroup_choices=+TEST_IN2+-
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RESPONSES:
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ERROR: change_ingroups not valid - N| TEST_IN SALESLINE -
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ERROR: agent_user is not logged in - 6666
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ERROR: campaign does not allow inbound calls - 6666
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ERROR: user is not allowed to change agent in-groups - 6666|TESTING|123
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ERROR: campaign dial_method does not allow outbound autodial - 6666|TESTING
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ERROR: ingroup does not exist - FAKE_IN| TEST_IN FAKE_IN SALESLINE -
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ERROR: ingroup_choices are required for ADD and REMOVE values - ADD|
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SUCCESS: change_ingroups function set - YES| TEST_IN SALESLINE -|6666
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--------------------------------------------------------------------------------
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update_fields -
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DESCRIPTION:
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Updates the fields that are specified with the values. This will update the data that is on the agent's screen in the customer information section.
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VALUES:
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agent_user -
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REQUIRED alphanumeric string for agent user
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LEAD DATA (must populate at least one)
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NOTE: Only fields that are specified in the API call will be modified
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address1
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address2
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address3
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alt_phone
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city
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comments
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country_code
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date_of_birth
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email
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first_name
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gender
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gmt_offset_now
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last_name
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middle_initial
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phone_number
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phone_code
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postal_code
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province
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security_phrase
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source_id
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state
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title
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vendor_lead_code
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rank
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owner
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&function=update_fields&agent_user=6666&vendor_lead_code=1234567&address1=
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RESPONSES:
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ERROR: update_fields not valid - 6666
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ERROR: agent_user is not logged in - 6666
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ERROR: user is not allowed to modify lead information - 6666|1234
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ERROR: agent_user does not have a lead on their screen - 6666|1234
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ERROR: no fields have been defined - 6666
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SUCCESS: update_fields lead updated - 6666|1234|87498|vendor_lead_code='1234567',address1=''
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--------------------------------------------------------------------------------
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set_timer_action -
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DESCRIPTION:
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Updates the fields that are specified with the values. This will update the data that is on the agent's screen in the customer information section.
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VALUES:
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agent_user -
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REQUIRED, alphanumeric string for agent user
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value -
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REQUIRED, one of these choices: 'NONE','WEBFORM','WEBFORM2','D1_DIAL','D2_DIAL','D3_DIAL','D4_DIAL','D5_DIAL','MESSAGE_ONLY'
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notes -
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Optional, the message to be displayed with the timer action
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rank -
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Optional, the number of seconds into the call to display
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&function=set_timer_action&agent_user=6666&value=MESSAGE_ONLY¬es=test+message&rank=15
|
|
|
|
RESPONSES:
|
|
ERROR: set_timer_action not valid - 6666
|
|
ERROR: agent_user is not logged in - 6666
|
|
ERROR: user is not allowed to modify campaign settings - 6666|1234
|
|
SUCCESS: set_timer_action lead updated - 6666|1234|MESSAGE_ONLY|test message|15
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
st_login_log -
|
|
|
|
DESCRIPTION:
|
|
Looks up the vicidial_users.custom_three field(as "agentId") to associate with a vicidial user ID. If found it will populate the custom_four field with a "teamId" value, then output the vicidial user ID
|
|
|
|
VALUES:
|
|
value -
|
|
REQUIRED alphanumeric string for CRM AgentID
|
|
vendor_id -
|
|
REQUIRED alphanumeric string for CRM TeamID
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&function=st_login_log&value=876543&vendor_id=207
|
|
|
|
RESPONSES:
|
|
ERROR: st_login_log not valid - 6666|207
|
|
ERROR: no user found - 6666
|
|
SUCCESS: st_login_log user found - 6666
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
st_get_agent_active_lead -
|
|
|
|
DESCRIPTION:
|
|
Looks up the vicidial_users.custom_three field(as "agentId") to associate with a vicidial user ID. If found it will output the active lead_id and phone number, vendor_lead_code, province, security_phrase and source_id fields.
|
|
|
|
VALUES:
|
|
value -
|
|
REQUIRED alphanumeric string for CRM AgentID
|
|
vendor_id -
|
|
REQUIRED alphanumeric string for CRM TeamID
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&function=st_get_agent_active_lead&value=876543&vendor_id=207
|
|
|
|
RESPONSES:
|
|
ERROR: st_get_agent_active_lead not valid - 6666|207
|
|
ERROR: no user found - 6666
|
|
ERROR: user not logged in - 6666
|
|
ERROR: no active lead found - 6666
|
|
SUCCESS: st_get_agent_active_lead lead found - 6666|7275551212|123456|9987-1234765|SK|WILLIAMS|JUH764AJJJ9
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
ra_call_control -
|
|
|
|
DESCRIPTION:
|
|
Allows for remote agent call control: hangup/transfer calls being handled by remote agents, also options for recording a disposition and call length
|
|
|
|
VALUES:
|
|
value -
|
|
REQUIRED, The call ID of the call as received as CallerIDname field or a special SIP-header, i.e. Y0315201639000402027
|
|
agent_user -
|
|
REQUIRED, alphanumeric string for remote agent user
|
|
stage -
|
|
REQUIRED, one of these choices: 'HANGUP','EXTENSIONTRANSFER','INGROUPTRANSFER'
|
|
ingroup_choices -
|
|
OPTIONAL, only required if INGROUPTRANSFER stage is used, must be a single active in-group, reserved option of "DEFAULTINGROUP" can be used to send the call to the default in-group for the in-group or campaign that originated the call to the remote agent
|
|
phone_number -
|
|
OPTIONAL, only required if EXTENSIONTRANSFER stage is used, must be a full number when dialed that will dial through the default context
|
|
status -
|
|
OPTIONAL, status of the call, maximum of 6 characters, if not set, status will be RAXFER
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1028&function=ra_call_control&stage=INGROUPTRANSFER&ingroup_choices=DEFAULTINGROUP&value=Y0316001655000402028
|
|
|
|
RESPONSES:
|
|
ERROR: ra_call_control not valid - Y0315201639000402027|6666|INGROUPTRANSFER
|
|
ERROR: no user found - 6666
|
|
ERROR: user not logged in - 6666
|
|
ERROR: no active call found - Y0315201639000402027
|
|
ERROR: phone_number is not valid - 9
|
|
ERROR: ingroup is not valid - TESTINGROUP
|
|
ERROR: stage is not valid - XYZ
|
|
SUCCESS: ra_call_control transferred - 6666|Y0315201639000402027|SALESLINE
|
|
SUCCESS: ra_call_control hungup - 6666|Y0315201639000402027|HANGUP
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
send_dtmf -
|
|
|
|
DESCRIPTION:
|
|
Sends dtmf signal string to agent's session
|
|
|
|
VALUES: (value)
|
|
only valid DTMF characters with these replacements:
|
|
P = # (pound or hash)
|
|
S = * (star)
|
|
Q = (one second of silence)
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=send_dtmf&value=QQQQ1234SQQQQQ6654P
|
|
|
|
RESPONSES:
|
|
ERROR: send_dtmf not valid - QQ|6666
|
|
ERROR: no user found - 6666
|
|
ERROR: agent_user is not logged in - 6666
|
|
SUCCESS: send_dtmf function set - QQQQ1234SQQQQQ6654P|6666
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
park_call -
|
|
|
|
DESCRIPTION:
|
|
sends command to park customer or grab customer out of park
|
|
|
|
VALUES:
|
|
value -
|
|
REQUIRED, choices are below
|
|
PARK_CUSTOMER - send customer to the park extension as defined in the campaign the agent is logged into
|
|
GRAB_CUSTOMER - grab customer from the park extension and send them to the agent session
|
|
PARK_IVR_CUSTOMER - send customer to the park ivr as defined in the campaign the agent is logged into, customer will come back after finishing IVR
|
|
GRAB_IVR_CUSTOMER - grab customer from the park ivr and send them to the agent session
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=park_call&value=PARK_CUSTOMER
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=park_call&value=GRAB_CUSTOMER
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=park_call&value=PARK_IVR_CUSTOMER
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=park_call&value=GRAB_IVR_CUSTOMER
|
|
|
|
RESPONSES:
|
|
ERROR: park_call not valid - PARK_CUSTOMER|6666
|
|
ERROR: no user found - 6666
|
|
ERROR: agent_user is not logged in - 6666
|
|
ERROR: agent_user does not have a lead on their screen - 6666
|
|
SUCCESS: park_call function set - PARK_CUSTOMER|6666
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
transfer_conference -
|
|
|
|
DESCRIPTION:
|
|
sends several commands related to the agent transfer-conf frame
|
|
|
|
VALUES:
|
|
value -
|
|
REQUIRED, choices are below
|
|
HANGUP_XFER - hangup the third party line
|
|
HANGUP_BOTH - hangup customer and third party line
|
|
BLIND_TRANSFER - send a call to a defined phone number
|
|
LEAVE_VM - blind transfer customer to the campaign-defined voicemail message
|
|
LOCAL_CLOSER - send call to another ViciDial agent, must have in-group, optional phone_number field for AGENTDIRECT agent
|
|
DIAL_WITH_CUSTOMER - 3-way call with customer on the line
|
|
PARK_CUSTOMER_DIAL - send customer to park and place a call to a third party
|
|
LEAVE_3WAY_CALL - leave customer and third party in conference and go to the disposition screen
|
|
phone_number -
|
|
OPTIONAL/REQUIRED, required for any transfer or dial value
|
|
ingroup_choices -
|
|
OPTIONAL/REQUIRED, required for local_closer and consultative transfers, must be a single active in-group, reserved option of "DEFAULTINGROUP" can be used to select the default in-group for the in-group or campaign that the call originated from
|
|
consultative -
|
|
OPTIONAL, when you want to do a consultative transfer with your customer and another ViciDial agent, 'YES' and 'NO' are valid options, you can only use this with DIAL_WITH_CUSTOMER or PARK_CUSTOMER_DIAL
|
|
dial_override -
|
|
OPTIONAL, dials exactly the phone number specified with no campaign-defined phone code or prefix, 'YES' and 'NO' are valid options
|
|
group_alias -
|
|
OPTIONAL, defines what caller ID number to use when doing DIAL_WITH_CUSTOMER or PARK_CUSTOMER_DIAL
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=HANGUP_XFER
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=HANGUP_BOTH
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=BLIND_TRANSFER&phone_number=8500
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=LEAVE_VM
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=DEFAULTINGROUP
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=AGENTDIRECT&phone_number=6666
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=SALESLINE
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&ingroup_choices=TEST_IN3&consultative=YES
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&phone_number=8500
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&phone_number=919998888112&dial_override=YES
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=PARK_CUSTOMER_DIAL&ingroup_choices=TEST_IN3&consultative=YES
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=transfer_conference&value=LEAVE_3WAY_CALL
|
|
|
|
RESPONSES:
|
|
ERROR: transfer_conference not valid - QQ|6666
|
|
ERROR: value is not valid - XYZFUNCTION|6666
|
|
ERROR: no user found - 6666
|
|
ERROR: ingroup is not valid - XYZINGROUP
|
|
ERROR: agent_user is not logged in - 6666
|
|
ERROR: agent_user does not have a live call - 6666
|
|
ERROR: caller_id_number from group_alias is not valid - 6666|TESTING|123
|
|
ERROR: group_alias is not valid - 6666|TESTING
|
|
SUCCESS: transfer_conference function set - LOCAL_CLOSER|SALESLINE||YES|6666|M2141842580000000044|
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
recording -
|
|
|
|
DESCRIPTION:
|
|
sends a recording start/stop signal or status of agent recording
|
|
|
|
VALUES:
|
|
value -
|
|
REQUIRED, choices are below
|
|
START - sends a "start recording" signal to the agent screen
|
|
(you can have multiple recordings going at the same time)
|
|
STOP - sends a "stop recording" signal to the agent screen
|
|
(this will stop all active recordings onthe agent screen)
|
|
STATUS - displays results of active recording and agent session information
|
|
(returns: user|recording_id|filename|server|start_time|agent_server|session|agent_status)
|
|
stage -
|
|
OPTIONAL, value to append to the recording filename, limited to 14 characters, if more it will truncate. Only works with START value
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=recording&value=START
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=recording&value=STOP
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=recording&value=STATUS
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=recording&value=START&stage=_MIDCALL
|
|
|
|
RESPONSES:
|
|
ERROR: no user found - 6666
|
|
ERROR: agent_user is not logged in - 6666
|
|
ERROR: stop recording error - 6666|||||192.168.1.5|8600051|PAUSED
|
|
SUCCESS: recording function sent - 6666|STOP||||192.168.1.5|8600051|PAUSED
|
|
SUCCESS: recording function sent - 6666|START||||192.168.1.5|8600051|PAUSED
|
|
SUCCESS: recording function sent - 6666|START_MIDCALL||||192.168.1.5|8600051|PAUSED
|
|
NOTICE: not recording - 6666|||||192.168.1.5|8600051|PAUSED
|
|
NOTICE: recording active - 6666|121242|20120810-012008__6666_|192.168.1.5|2012-08-10 01:20:10|192.168.1.5|8600051|PAUSED
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
webphone_url -
|
|
|
|
DESCRIPTION:
|
|
display or launch the webphone url for the current agent's session
|
|
|
|
VALUES:
|
|
value -
|
|
REQUIRED, choices are below:
|
|
DISPLAY - displays only the URL for the webphone if enabled
|
|
LAUNCH - redirects the url to the webphone url to launch it
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=webphone_url&value=DISPLAY
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=webphone_url&value=LAUNCH
|
|
|
|
RESPONSES:
|
|
<if function is successful, the URL will be displayed or launched>
|
|
ERROR: no user found - 6666
|
|
ERROR: agent_user is not logged in - 6666
|
|
ERROR: webphone_url not valid - 6666|DISPLAY
|
|
ERROR: webphone_url error - webphone url is empty - 6666
|
|
ERROR: webphone_url error - no session data - 6666
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
call_agent -
|
|
|
|
DESCRIPTION:
|
|
send a call to connect the agent to their session
|
|
|
|
VALUES:
|
|
value -
|
|
REQUIRED, choices are below:
|
|
CALL - places call from the agent session to the agent's phone
|
|
|
|
NOTES:
|
|
this function is not designed to work with on-hook agents
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=call_agent&value=CALL
|
|
|
|
RESPONSES:
|
|
ERROR: no user found - 6666
|
|
ERROR: agent_user is not logged in - 6666
|
|
ERROR: call_agent not valid - 6666|CALL
|
|
ERROR: call_agent error - entry is empty - 6666
|
|
ERROR: call_agent error - no session data - 6666
|
|
SUCCESS: call_agent function sent - 6666
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
audio_playback -
|
|
|
|
DESCRIPTION:
|
|
Basic play/stop/pause/resume/restart audio in agent session
|
|
|
|
NOTE: PAUSE/RESUME/RESTART features only work with Asterisk 1.8 and higher
|
|
(In Asterisk versions earlier than 1.8 you can replicate RESTART using PLAY and dial_override=Y)
|
|
|
|
VALUES:
|
|
stage -
|
|
REQUIRED, choices are below:
|
|
PLAY - starts playing of new audio file in agent session
|
|
STOP - kills playback of audio in agent session
|
|
PAUSE - pauses playing of audio
|
|
RESUME - resumes playing of audio after pause
|
|
RESTART - restarts playback at beginning of audio
|
|
value -
|
|
REQUIRED for stage of 'PLAY', name of audio file in audio store to play, must NOT have extension
|
|
dial_override -
|
|
OPTIONAL, (Y or N), default is N. Allows you to PLAY without issuing a STOP to a currently playing audio file
|
|
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=audio_playback&value=ss-noservice&stage=PLAY
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=audio_playback&stage=STOP
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=audio_playback&stage=PAUSE
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=audio_playback&stage=RESUME
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=audio_playback&stage=RESTART
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=audio_playback&value=ss-noservice&stage=PLAY&dial_override=Y
|
|
|
|
RESPONSES:
|
|
ERROR: no user found - 6666
|
|
ERROR: agent_user is not logged in - PLAY|6666
|
|
ERROR: audio_playback not valid - ss-noservice|PLAY|6666
|
|
ERROR: audio_playback error - entry is empty - PLAY|6666
|
|
ERROR: audio_playback error - no session data - PLAY|6666
|
|
ERROR: audio_playback error - no audio playing in agent session - 8600051|10.10.10.15|PAUSE|6666
|
|
ERROR: audio_playback error - audio already playing in agent session - 8600051|10.10.10.15|PLAY|6666
|
|
NOTICE: audio_playback previous playback stopped - PLAY|Y|6666
|
|
SUCCESS: audio_playback function sent - ss-noservice|PLAY|6666
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
pause_code -
|
|
|
|
DESCRIPTION:
|
|
set a pause code for an agent that is paused
|
|
|
|
VALUES:
|
|
value - pause code to set, must be 6 characters or less
|
|
|
|
NOTES:
|
|
this function will not work if the agent is not paused
|
|
|
|
EXAMPLE URLS:
|
|
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=pause_code&value=BREAK
|
|
|
|
RESPONSES:
|
|
ERROR: no user found - 6666
|
|
ERROR: agent_user is not logged in - 6666
|
|
ERROR: pause_code not valid - 6666|JUMPING
|
|
ERROR: pause_code error - agent is not paused - 6666
|
|
SUCCESS: pause_code function sent - 6666
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
--------------------------------------------------------------------------------
|
|
Other information:
|
|
|
|
|
|
Example MySQL query options for executing API functions(not available for all functions):
|
|
update vicidial_live_agents set external_hangup=1 where user='1000';
|
|
update vicidial_live_agents set external_status='A' where user='1000';
|
|
|
|
|
|
CREATE TABLE vicidial_api_log (
|
|
api_id INT(9) UNSIGNED AUTO_INCREMENT PRIMARY KEY NOT NULL,
|
|
user VARCHAR(20) NOT NULL,
|
|
api_date DATETIME,
|
|
api_script VARCHAR(10),
|
|
function VARCHAR(20) NOT NULL,
|
|
agent_user VARCHAR(20),
|
|
value VARCHAR(255),
|
|
result VARCHAR(10),
|
|
result_reason VARCHAR(255),
|
|
source VARCHAR(20),
|
|
data TEXT,
|
|
index(api_date)
|
|
);
|