421 lines
16 KiB
Plaintext
421 lines
16 KiB
Plaintext
AGENT API DOCUMENT Started: 2008-07-03
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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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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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New scripts:
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/agc/api.php - the script that is accessed to execute commands
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Required variables for 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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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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--------------------------------------------------------------------------------
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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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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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Any valid status in the VICIDIAL system will work 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_status&value=A
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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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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)
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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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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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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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SUCCESS: external_dial function set - 7275551212|6666|1|YES|NO|YES|123456|1232020456|9|TESTING|7275551211
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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
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RESPONSES:
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ERROR: set_timer_action 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 campaign settings - 6666|1234
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SUCCESS: set_timer_action lead updated - 6666|1234|MESSAGE_ONLY|test message|15
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--------------------------------------------------------------------------------
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st_login_log -
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DESCRIPTION:
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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
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VALUES:
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value -
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REQUIRED alphanumeric string for CRM AgentID
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vendor_id -
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REQUIRED alphanumeric string for CRM TeamID
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&function=st_login_log&value=876543&vendor_id=207
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RESPONSES:
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ERROR: st_login_log not valid - 6666|207
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ERROR: no user found - 6666
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SUCCESS: st_login_log user found - 6666
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--------------------------------------------------------------------------------
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st_get_agent_active_lead -
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DESCRIPTION:
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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.
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VALUES:
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value -
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REQUIRED alphanumeric string for CRM AgentID
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vendor_id -
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REQUIRED alphanumeric string for CRM TeamID
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EXAMPLE URLS:
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http://server/agc/api.php?source=test&user=6666&pass=1234&function=st_get_agent_active_lead&value=876543&vendor_id=207
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RESPONSES:
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ERROR: st_get_agent_active_lead not valid - 6666|207
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ERROR: no user found - 6666
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ERROR: user not logged in - 6666
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ERROR: no active lead found - 6666
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SUCCESS: st_get_agent_active_lead lead found - 6666|7275551212|123456|9987-1234765|SK|WILLIAMS|JUH764AJJJ9
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--------------------------------------------------------------------------------
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ra_call_control -
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DESCRIPTION:
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Allows for remote agent call control: hangup/transfer calls being handled by remote agents, also options for recording a disposition and call length
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VALUES:
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value -
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REQUIRED, The call ID of the call as received as CallerIDname field or a special SIP-header, i.e. Y0315201639000402027
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agent_user -
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REQUIRED, alphanumeric string for remote agent user
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stage -
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REQUIRED, one of these choices: 'HANGUP','EXTENSIONTRANSFER','INGROUPTRANSFER'
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ingroup_choices -
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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
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phone_number -
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OPTIONAL, only required if EXTENSIONTRANSFER stage is used, must be a full number when dialed that will dial through the default context
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status -
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OPTIONAL, status of the call, maximum of 6 characters, if not set, status will be RAXFER
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EXAMPLE URLS:
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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
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RESPONSES:
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ERROR: ra_call_control not valid - Y0315201639000402027|6666|INGROUPTRANSFER
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ERROR: no user found - 6666
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ERROR: user not logged in - 6666
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ERROR: no active call found - Y0315201639000402027
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ERROR: phone_number is not valid - 9
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ERROR: ingroup is not valid - TESTINGROUP
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ERROR: stage is not valid - XYZ
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SUCCESS: ra_call_control transferred - 6666|Y0315201639000402027|SALESLINE
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SUCCESS: ra_call_control hungup - 6666|Y0315201639000402027|HANGUP
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--------------------------------------------------------------------------------
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Other information:
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Example MySQL query options for executing API functions(not available for all functions):
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update vicidial_live_agents set external_hangup=1 where user='1000';
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update vicidial_live_agents set external_status='A' where user='1000';
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Database changes: (these are already in the system, DO NOT RUN THEM)
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ALTER TABLE vicidial_live_agents ADD external_hangup VARCHAR(1) default '';
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ALTER TABLE vicidial_live_agents ADD external_status VARCHAR(6) default '';
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ALTER TABLE vicidial_live_agents ADD external_pause VARCHAR(20) default '';
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ALTER TABLE vicidial_live_agents ADD external_dial VARCHAR(100) default '';
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ALTER TABLE vicidial_users ADD vdc_agent_api_access ENUM('0','1') default '0';
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ALTER TABLE system_settings ADD vdc_agent_api_active ENUM('0','1') default '0';
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CREATE TABLE vicidial_api_log (
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api_id INT(9) UNSIGNED AUTO_INCREMENT PRIMARY KEY NOT NULL,
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user VARCHAR(20) NOT NULL,
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api_date DATETIME,
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api_script VARCHAR(10),
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function VARCHAR(20) NOT NULL,
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agent_user VARCHAR(20),
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value VARCHAR(255),
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result VARCHAR(10),
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result_reason VARCHAR(255),
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source VARCHAR(20),
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data TEXT,
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index(api_date)
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);
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