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AGENT API DOCUMENT Started: 2008-07-03 Updated: 2024-04-27
This document describes the functions of an API(Application Programming Interface)
for the VICIDIAL Agent screen. This functionality will be rather limited at first
and will be built upon as critical functions are identified and programmed into it.
There is also a new NON-agent API script, for more information on that, please
read the NON-AGENT_API.txt document.
NOTE: The API is able to use HTTPS if your webserver is configured to use HTTPS.
For example, all VICIhost accounts are able to use HTTPS for API functions
API functions:
version - shows version and build of the API, along with the date/time
external_hangup - sends command to hangup the current phone call for one specific agent(Hangup Customer)
external_status - sends command to set the disposition for one specific agent and move on to next call
external_pause - sends command to pause/resume an agent now if not on a call, or pause after their next call if on call
external_dial - sends command to manually dial a number on the agent's screen
preview_dial_action - sends a SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH when a lead is being previewed or manual alt dial
external_add_lead - Adds a lead in the manual dial list of the campaign for logged-in agent
change_ingroups - changes the selected in-groups for a logged-in agent
update_fields - changes values for selected data fields in the agent interface
set_timer_action - sets timer action for the current call the agent is on
st_login_log - looks up the vicidial_users.custom_three field and logs event from CRM
st_get_agent_active_lead - looks up active lead info for an agent and outputs lead information
ra_call_control - remote agent call control: hangup/transfer calls being handled by remote agents
send_dtmf - sends dtmf signal string to agent's session
transfer_conference - sends several commands related to the agent transfer-conf frame
park_call - sends command to park customer or grab customer from park or ivr
logout - logs the agent out of the agent interface
recording - sends a recording start/stop signal or status of agent recording
webserver - display webserver information, very useful for load balanced setups
webphone_url - display the webphone url for the current agent's session
call_agent - send a call to connect the agent to their session
pause_code - set a pause code if the agent is paused
audio_playback - basic play/pause/resume/stop/restart audio in agent session
switch_lead - for inbound calls, switches lead_id of live inbound call on agent screen
calls_in_queue_count - display a count of the calls waiting in queue for the specific agent
force_fronter_leave_3way - will send a command to fronter agent to leave-3way call that executing agent is on
force_fronter_audio_stop - will send a command to fronter agent session to stop any audio_playback playing on it
send_notification - will send text alerts and/or confetti effects to agent interface
vm_message - set a custom voicemail message to be played when agent clicks the VM button on the agent screen
refresh_panel - refresh one of the panels on the agent script: script, script2, callbacks, etc...
New scripts:
/agc/api.php - the script that is accessed to execute commands
Required variables for all API calls:
# user - is the API user
# pass - is the API user password
# agent_user - is the vicidial agent user whose session that you want to affect
# source - description of what originated the API call (maximum 20 characters)
Optional variable for all API calls:
# close_window_link - will display a link to close the window, useful if you pop up the API link in a browser window
# language - currently only works for close window link: en=English, es=Spanish
To hangup the call, disposition it and then pause the agent, do the following in order:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_pause&value=PAUSE
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_hangup&value=1
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_status&value=A
Response to calls will return either an ERROR or a SUCCESS along with an explanation.
for example:
SUCCESS: external_status function set - 6666|A
ERROR: agent_user is not logged in - 6666
ERROR: auth USER DOES NOT HAVE PERMISSION TO USE THIS FUNCTION - 6666|webserver|ADMIN
DETAIL OF EACH FUNCTION:
--------------------------------------------------------------------------------
version -
DESCRIPTION:
shows version and build of the API, along with the date/time
VALUES: NONE
EXAMPLE URL:
http://server/agc/api.php?function=version
RESPONSES:
VERSION: 2.0.5-2|BUILD: 90116-1229|DATE: 2009-01-15 14:59:33|EPOCH: 1222020803
--------------------------------------------------------------------------------
webserver -
DESCRIPTION:
shows version and build of the API, along with the date/time
VALUES: NONE
EXAMPLE URL:
http://server/agc/api.php?source=test&user=6666&pass=1234&function=webserver
RESPONSES:
Webserver Data:
set.timezone: America/New_York
abbr.timezone: EDT
dst.timezone: 1
uname: Linux dev-db 2.6.34.8-0.2-default #1 SMP 2011-04-06 18:11:26 +0200 x86_64
host name: dev-db
server name: www.vicidial.org
php version: 5.3.3
apache version: Apache/2.2.15 (Linux/SUSE)
apache processes: 13
system loadavg: 0.06
disk_free_space: 444174315520
date.timezone: America/New_York
max_execution_time: 360
max_input_time: 360
memory_limit: 128M
post_max_size: 48M
upload_max_filesize: 42M
default_socket_timeout: 360
--------------------------------------------------------------------------------
external_hangup -
DESCRIPTION:
Hangs up the current customer call on the agent screen
VALUES: (value)
1 - the only valid value for this function
EXAMPLE URL:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_hangup&value=1
RESPONSES:
ERROR: external_hangup not valid - 1|6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
SUCCESS: external_hangup function set - 1|6666
--------------------------------------------------------------------------------
external_status -
DESCRIPTION:
Sets the status of the current customer call on the agent dispotion screen
VALUES: (value)
value -
Any valid status in the VICIDIAL system will work for this function
callback_datetime -
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
callback_type -
USERONLY or ANYONE, default is ANYONE
callback_comments -
Optional comments to appear when the callback is called back, must be less than 200 characters in length
qm_dispo_code -
Option callstatus code used if QM is enabled
EXAMPLE URL:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_status&value=A
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
RESPONSES:
ERROR: external_status not valid - A|6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
SUCCESS: external_status function set - A|6666
--------------------------------------------------------------------------------
external_pause -
DESCRIPTION:
Pauses or Resumes the agent. If a Pause and the agent is on a live call will pause after the live call is dispositioned
VALUES: (value)
PAUSE - Pauses the agent session
RESUME - Resumes the agent session
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_pause&value=PAUSE
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_pause&value=RESUME
RESPONSES:
ERROR: external_pause not valid - PAUSE|6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
SUCCESS: external_pause function set - PAUSE|1232020456|6666
--------------------------------------------------------------------------------
logout -
DESCRIPTION:
Logs the agent out of the agent interface. If the agent is on a live call, will logout after the live call is dispositioned
VALUES: (value)
LOGOUT - Logout the agent session
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=logout&value=LOGOUT
RESPONSES:
ERROR: logout not valid - PAUSE|6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
SUCCESS: logout function set - LOGOUT|1232020456|6666
--------------------------------------------------------------------------------
external_dial -
DESCRIPTION:
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.
VALUES:
value -
Any valid phone number (7275551212), or "MANUALNEXT" to mimic the Dial Next Number button
lead_id -
Any valid lead_id from the system(either value or lead_id are required) if both are defined, lead_id will override value
phone_code -
Any valid phone country code (1 for USA/Canada, 44 for UK, etc...)
search -
YES - perform a search in the campaign-defined vicidial_list list for this phone number and bring up that lead
NO - do not search, create a new vicidial_list record for the call
preview -
YES - preview the lead in the vicidial screen without dialing
NO - do not preview the lead, place call immediately
focus -
YES - change the focus of the screen to the vicidial.php agent interface, brings up an alert in the browser window
NO - do not change focus
vendor_id -
OPTIONAL, any valid Vendor lead code
dial_prefix -
OPTIONAL, any dial prefix that you want to add to the beginning of the dial string for this call
group_alias -
OPTIONAL, the outbound callerID(from an existing group-alias) that you want to use for this call
vtiger_callback -
OPTIONAL, YES or NO, will lookup the phone number and Vtiger account ID from the provided Event ID
alt_user -
OPTIONAL, instead of agent_user, this is to lookup the agent_user using the vicidial_users.custom_three field
alt_dial -
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
if SEARCH is used and the phone_number is not matched with the lead's phone_number, alt_phone or address3 field
an ERROR will be returned
dial_ingroup -
OPTIONAL, place the call as an in-group outbound calls
outbound_cid -
OPTIONAL, the CallerID to send for this outbound call. NOTE: This will only work if "Outbound Call Any CID" is enabled in System Settings!
EXAMPLE URLS:
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
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
RESPONSES:
NOTICE: defined dial_ingroup not found - FAKE_INGROUP
ERROR: external_dial not valid - 7275551212|1|YES|6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
ERROR: agent_user is not allowed to place manual dial calls - 6666
ERROR: caller_id_number from group_alias is not valid - 6666|TESTING|123
ERROR: group_alias is not valid - 6666|TESTING
ERROR: outbound_cid is not allowed on this system - 6666|3125551212|DISABLED
ERROR: vtiger callback activity does not exist in vtiger system - 12345
ERROR: phone_number is already in this agents manual dial queue - 6666|7275551211
ERROR: lead_id is not valid - 6666|1234567
ERROR: phone number is not valid - 6666||1234567|
ERROR: phone number lead_id search not found - 6666|7275551212|1234567|
SUCCESS: external_dial function set - 7275551212|6666|1|YES|NO|YES|123456|1232020456|9|TESTING|7275551211|
--------------------------------------------------------------------------------
preview_dial_action -
DESCRIPTION:
sends a SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH when a lead is being previewed or in Manual Alt Dial
VALUES:
agent_user -
REQUIRED alphanumeric string for active agent user
value -
One of the following actions (SKIP, DIALONLY, ALTDIAL, ADR3DIAL or FINISH)
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=preview_dial_action&value=SKIP
RESPONSES:
ERROR: preview_dial_action not valid - 7275551212|1|YES|6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
ERROR: agent_user is not allowed to place manual dial calls - 6666
ERROR: preview dialing not allowed on this campaign - 6666|TESTING|DISABLED
ERROR: preview dial skipping not allowed on this campaign - 6666|TESTING|PREVIEW_ONLY
ERROR: alt number dialing not allowed on this campaign - 6666|TESTING|N
SUCCESS: preview_dial_action function set - DIALONLY|6666|DIALONLY
--------------------------------------------------------------------------------
external_add_lead -
DESCRIPTION:
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
VALUES:
agent_user -
REQUIRED alphanumeric string for agent user
dnc_check -
OPTIONAL - Check for number against system DNC
campaign_dnc_check -
OPTIONAL - Check for number against campaign DNC from the agent's campaign
LEAD DATA (must populate at least one)
NOTE: Only fields that are specified in the API call will be modified
address1
address2
address3
alt_phone
city
comments
country_code
date_of_birth
email
first_name
gender
gmt_offset_now
last_name
middle_initial
phone_number
phone_code
postal_code
province
security_phrase
source_id
state
title
vendor_lead_code
rank
owner
EXAMPLE URLS:
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
RESPONSES:
ERROR: external_add_lead not valid - 7275551212|1|6666|
ERROR: no user found - 6666
ERROR: lead insertion failed - 7275551212|TESTCAMP|101|6666
ERROR: add_lead PHONE NUMBER IN DNC - 7275551212|6666
ERROR: add_lead PHONE NUMBER IN CAMPAIGN DNC - 7275551212|TESTCAMP|6666
ERROR: campaign manual dial list undefined - 7275551212|TESTCAMP|6666
ERROR: agent_user is not logged in - 6666
SUCCESS: lead added - 7275551212|TESTCAMP|101|123456|6666
--------------------------------------------------------------------------------
change_ingroups -
DESCRIPTION:
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.
VALUES:
value -
CHANGE - will change all in-groups to those defined in ingroup_choices
REMOVE - will only remove the listed in-groups
ADD - will only add the listed in-groups
blended -
YES - set the agent to take outbound auto-dialed calls (not applicable in MANUAL and INBOUND_MAN dial method campaigns)
NO - set the agent to only take inbound calls
ingroup_choices -
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 -"
set_as_default -
OPTIONAL, YES or NO - overwrites the settings for the agent in the user modification screen, default is NO
EXAMPLE URLS:
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+-
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+-
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+-
RESPONSES:
ERROR: change_ingroups not valid - N| TEST_IN SALESLINE -
ERROR: agent_user is not logged in - 6666
ERROR: campaign does not allow inbound calls - 6666
ERROR: user is not allowed to change agent in-groups - 6666|TESTING|123
ERROR: campaign dial_method does not allow outbound autodial - 6666|TESTING
ERROR: ingroup does not exist - FAKE_IN| TEST_IN FAKE_IN SALESLINE -
ERROR: ingroup_choices are required for ADD and REMOVE values - ADD|
SUCCESS: change_ingroups function set - YES| TEST_IN SALESLINE -|6666
--------------------------------------------------------------------------------
update_fields -
DESCRIPTION:
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.
VALUES:
agent_user -
REQUIRED alphanumeric string for agent user
LEAD DATA (must populate at least one)
NOTE: Only fields that are specified in the API call will be modified
address1
address2
address3
alt_phone
city
comments
country_code
date_of_birth
email
first_name
gender
gmt_offset_now
last_name
middle_initial
phone_number
phone_code
postal_code
province
security_phrase
source_id
state
title
vendor_lead_code
rank
owner
OPTIONAL NON-LEAD TRIGGERS (these still require a lead to be on the agent screen) -
formreload
scriptreload
script2reload
emailreload
chatreload
NOTES:
- most special characters are not allowed, but single quotes are
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&function=update_fields&agent_user=6666&vendor_lead_code=1234567&address1=
http://server/agc/api.php?source=test&user=6666&pass=1234&function=update_fields&agent_user=6666&formreload=1
RESPONSES:
ERROR: update_fields not valid - 6666
ERROR: agent_user is not logged in - 6666
ERROR: user is not allowed to modify lead information - 6666|1234
ERROR: agent_user does not have a lead on their screen - 6666|1234
ERROR: no fields have been defined - 6666
SUCCESS: update_fields lead updated - 6666|1234|87498|vendor_lead_code='1234567',address1=''
--------------------------------------------------------------------------------
refresh_panel -
DESCRIPTION:
Refresh/Reload/Reset one or more of the panels on the agent screen: script, script 2, callbacks, etc...
VALUES:
agent_user -
REQUIRED alphanumeric string for agent user
OPTIONAL PANEL REFRESH TRIGGERS (these do not require a lead to be on the agent screen) -
formreload
scriptreload
script2reload
emailreload
chatreload
callbacksreload
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&function=refresh_panel&agent_user=6666&scriptreload=1&script2reload=1&callbacksreload=1
http://server/agc/api.php?source=test&user=6666&pass=1234&function=refresh_panel&agent_user=6666&formreload=1
RESPONSES:
ERROR: agent_user not valid - 6666
ERROR: agent_user is not logged in - 6666
ERROR: no panels have been defined - 6666
SUCCESS: refresh_panel request sent - 6666|1234|1|scriptreload,script2reload
--------------------------------------------------------------------------------
set_timer_action -
DESCRIPTION:
Triggers specific agent screen actions after a set number of seconds, like the Webform, a Transfer-Conf Preset call or a message to be displayed on the agent screen.
VALUES:
agent_user -
REQUIRED, alphanumeric string for agent user
value -
REQUIRED, one of these choices: 'NONE','WEBFORM','WEBFORM2','D1_DIAL','D2_DIAL','D3_DIAL','D4_DIAL','D5_DIAL','MESSAGE_ONLY'
notes -
Optional, the message to be displayed with the timer action
rank -
Optional, the number of seconds into the call to display
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&function=set_timer_action&agent_user=6666&value=MESSAGE_ONLY&notes=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 logging 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
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=9877&function=ra_call_control&stage=HANGUP&status=TEST88&value=V2221052110000798236
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
cid_choice -
OPTIONAL, alternate method for caller ID number to use when doing DIAL_WITH_CUSTOMER or PARK_CUSTOMER_DIAL: 'CAMPAIGN','AGENT_PHONE','CUSTOMER','CUSTOM_CID'
multi_dial_phones -
OPTIONAL, for use only with "Agent 3-way Press-1 Calls", contains up to 10 phone numbers separated by commas: "2125551212,4075551212,3125551212" (duplicates will be removed)
md_check -
OPTIONAL, for use only with 'multi_dial_phones' option above, if this is set to 'YES' it will check for still-active previous 3-way press-1 calls and show an error if any are found
tw_check -
OPTIONAL, for use only with the dialing 3-way call options above, if this is set to 'YES' it will check for still-active previous 3-way calls and show an error if any are found
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=DIAL_WITH_CUSTOMER&phone_number=919998888112&cid_choice=CUSTOMER
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
ERROR: cid_choice is not valid - 6666|TESTING
ERROR: agent_user has previous active 3-way calls - 6666|1|0|YES
ERROR: agent_user has current active 3-way call - 6666|1|0|YES
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
--------------------------------------------------------------------------------
switch_lead -
DESCRIPTION:
For agents on a live inbound call, switches lead_id of live inbound call on agent screen including associated logs. You can define a lead_id or a vendor_lead_code to switch to. Works like the SELECT function of the LEAD SEARCH feature in the agent screen.
VALUES:
lead_id -
Any valid lead_id from the system(either lead_id or vendor_lead_code are required) if both are defined, lead_id will override vendor_lead_code
vendor_lead_code -
OPTIONAL, any valid Vendor lead code
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=switch_lead&lead_id=12345
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=switch_lead&vendor_lead_code=1234567890
RESPONSES:
ERROR: switch_lead not valid - ||6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
ERROR: agent_user does not have a live call - 6666
ERROR: agent call is not inbound - 6666|V2012367890123456789
ERROR: campaign not found - 6666|TESTCAMP
ERROR: campaign does not allow inbound lead search - 6666|TESTCAMP
ERROR: switch-to lead not found - 6666|12345|123456789
SUCCESS: switch_lead function set - 6666|12345|1234567890|TESTCAMP|12346
--------------------------------------------------------------------------------
vm_message -
IMPORTANT NOTES:
- Set the campaign "Answering Machine Message" setting to 'LTTagent' for this to work.
- There are some other campaign settings that can override this function, so you will want to disable 'AM Message Wildcards' and 'VM Message Groups'.
DESCRIPTION:
Set a custom voicemail message to be played when agent clicks the VM button on the agent screen
VALUES:
value -
REQUIRED, One audio file or multiple audio files(separated by pipes) to play when the call is sent to VM by the agent
lead_id -
OPTIONAL, The lead_id of the call that the agent is currently on, if populated it will validate that is the lead the agent is talking to
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=vm_message&value=EXship01|EXship02|EXship03
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=vm_message&lead_id=12345&value=appointment_reminder2
RESPONSES:
ERROR: vm_message not valid - ||6666
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
ERROR: current call does not match lead_id submitted - 6666
ERROR: agent_user does not have a live call - 6666
SUCCESS: vm_message function set - 6666|12345|EXship01|EXship02|EXship03
--------------------------------------------------------------------------------
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
--------------------------------------------------------------------------------
calls_in_queue_count -
DESCRIPTION:
display a count of the calls waiting in queue for the specific agent
VALUES:
value -
REQUIRED, choices are below:
DISPLAY - displays number of calls in queue that could be sent to this agent
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=calls_in_queue_count&value=DISPLAY
RESPONSES:
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
SUCCESS: calls_in_queue_count - 0
--------------------------------------------------------------------------------
force_fronter_leave_3way -
DESCRIPTION:
will send a command to fronter agent to leave-3way call that executing agent is on. Will not execute command for the named 'agent_user', but will look for oldest other user currently on a call with the same lead_id that the named agent_user is on the phone with.
VALUES:
value -
REQUIRED, choices are below:
LOCAL_ONLY - looks for fronter only on local cluster
LOCAL_AND_CCC - looks on local cluster and remote CCC to send command to (will always check local first)
CCC_REMOTE - use this when the closer is not on this cluster
lead_id -
OPTIONAL, only to be used with CCC_REMOTE value commands
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=force_fronter_leave_3way&value=LOCAL_ONLY
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=force_fronter_leave_3way&value=LOCAL_AND_CCC
RESPONSES:
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
ERROR: agent_user is not on a phone call - 6666
ERROR: no fronter found - 6666
SUCCESS: force_fronter_leave_3way SENT - 6667
SUCCESS: force_fronter_leave_3way command sent over CCC - test_ccc
--------------------------------------------------------------------------------
force_fronter_audio_stop -
DESCRIPTION:
will send a command to fronter agent session to stop any audio_playback playing on it. Will not execute command for the named 'agent_user', but will look for other user session currently on a call with the same lead_id that the named agent_user is on the phone with.
VALUES:
value -
REQUIRED, choices are below:
LOCAL_ONLY - looks for fronter only on local cluster
LOCAL_AND_CCC - looks on local cluster and remote CCC to send command to (will always check local first)
CCC_REMOTE - use this when the closer is not on this cluster
lead_id -
OPTIONAL, only to be used with CCC_REMOTE value commands
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=force_fronter_audio_stop&value=LOCAL_ONLY
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=force_fronter_audio_stop&value=LOCAL_AND_CCC
RESPONSES:
ERROR: force_fronter_audio_stop not valid - LOCAL_AND_CCC|6666
ERROR: auth USER DOES NOT HAVE PERMISSION TO USE THIS FUNCTION - LOCAL_AND_CCC|6666|force_fronter_audio_stop
ERROR: no user found - 6666
ERROR: agent_user is not logged in - 6666
ERROR: agent_user is not on a phone call - 6666
ERROR: no fronter session found - |6666|1234
ERROR: no fronter found - 6666
ERROR: force_fronter_audio_stop error - no audio playing in other agent session - 8600051|10.0.0.5||6666|1234
SUCCESS: force_fronter_audio_stop function SENT - LOCAL_AND_CCC||6667|1234
SUCCESS: force_fronter_audio_stop command sent over CCC - test_ccc
--------------------------------------------------------------------------------
send_notification -
DESCRIPTION:
can send a customizable message and customizable confetti effects to one or more active agent screens
VALUES:
recipient_type -
REQUIRED, choices are below:
USER - send notification to a single user
USER_GROUP - send notification to all agents logged in under a particular user_group at the time the notification_date is reached
CAMPAIGN - send notification to all agents logged into a particular campaign at the time the notification_date is reached
** If a recipient is passed but the recipient_type is missing or none of the above values, the recipient value will be used to look up a matching recipient_type. Order of priority is USER, then USER_GROUP, then CAMPAIGN
recipient -
REQUIRED, needs to be a value corresponding to the recipient_type, meaning if you send to a recipient_type USER, recipient must be that user's ID. For USER_GROUP, recipient must be a valid user_group from your dialer.
notification_date
OPTIONAL, date and time in yyyy-mm-dd HH:ii:ss format to send the notification. If the desired recipients are not logged in, the notification will remain active for 1 minute after the date/time is reached. Default is the current date and time.
notification_text
OPTIONAL, text to display in the agent alert box in the recipients agent interface.
text_size
OPTIONAL, used to customize the size of the notification text in points. Numeric only, default value is 12.
text_font
OPTIONAL, used to customize the font of the notification text. Default value is 'Arial'.
text_weight
OPTIONAL, used to customize the appearance of the notification text - currently supports 'bold', 'italic' and 'underline'. Value can be passed as a delimited string ("bold,underline") or even a long single string ("underlineitalicbold"). Default value is 'bold'.
text_color
OPTIONAL, used to customize the color of the notification text - can use either a color name ('red', 'aqua', 'yellow', 'green') or a three or six-character hexadecimal value ("FF0", "009900"). Default is 'black'.
show_confetti
OPTIONAL, a Y/N flag that determines if a confetti effect will appear on the agent interface. Default is 'N'.
duration
OPTIONAL, the length of time in seconds to show the confetti animation in the agent interface. Numeric only, default is collected from the settings container "CONFETTI_SETTINGS" - if that does not exist, the default is 2 seconds. Max value is 10 seconds.
maxParticleCount
OPTIONAL, the number of particles of confetti to show during the animation. Numeric only, default is collected from the settings container "CONFETTI_SETTINGS" - if that does not exist, the default is 2350 particles. Max value is 9999 particles.
particleSpeed
OPTIONAL, the speed at which the confetti floats through the screen. Numeric only, default is collected from the settings container "CONFETTI_SETTINGS" - if that does not exist, the default is 60. Max value is 100.
EXAMPLE URLS:
http://server/agc/api.php?user=6666&pass=1234&function=send_notification&source=test&recipient=6666&recipient_type=USER&show_confetti=Y
http://server/agc/api.php?user=6666&pass=1234&function=send_notification&source=test&recipient=AGENTS&recipient_type=USER_GROUP&show_confetti=N&notification_text=Ten+minutes+to+closing&text_size=36&text_color=9900FF&text_weight=bold,italic,underline
http://server/agc/api.php?user=6666&pass=1234&function=send_notification&source=test&recipient=TESTCAMP&recipient_type=CAMPAIGN&show_confetti=Y&duration=4&maxParticleCount=3000&particleSpeed=50&notification_text=YOU+ARE+FIRED&text_weight=underline&text_size=48&text_color=red
RESPONSES:
ERROR: Agent API Notifications are disabled on this system - 0
ERROR: Missing recipient or recipient_type: (<recipient>|<recipient_type>)
ERROR: Invalid request, missing variables
ERROR: ACCESS TO CAMPAIGN TESTCAMP NOT ALLOWED FOR USER 6666
ERROR: ACCESS TO USER GROUP ADMIN NOT ALLOWED FOR USER 6666
ERROR: user_group DOES NOT EXIST - ADMIN|6666
ERROR: 6667 DOES NOT EXIST in vicidial_users
SUCCESS: notification queued
** Additionally, there are "NOTICE" messages that will be included in the response if the notification date is improperly formatted/missing, or if the recipient_type is not included.
--------------------------------------------------------------------------------
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)
);
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