AGENT API DOCUMENT Started: 2008-07-03 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. 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 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 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 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 -------------------------------------------------------------------------------- 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) Any valid status in the VICIDIAL system will work for this function EXAMPLE URL: http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1000&function=external_status&value=A 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 -------------------------------------------------------------------------------- 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) 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 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: 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: 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| SUCCESS: external_dial function set - 7275551212|6666|1|YES|NO|YES|123456|1232020456|9|TESTING|7275551211| -------------------------------------------------------------------------------- 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 EXAMPLE URLS: http://server/agc/api.php?source=test&user=6666&pass=1234&function=update_fields&agent_user=6666&vendor_lead_code=1234567&address1= 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='' -------------------------------------------------------------------------------- set_timer_action - 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 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¬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 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 SUCCESS: transfer_conference function set - LOCAL_CLOSER|SALESLINE||YES|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) );