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9199e08484b1a95fd35ab38040758dcb706d1b6d
agc_2-X/docs/AGENT_API.txt
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mattf 9199e08484 Added ability to change users' in-group settings from the in-group modification screen in bulk. 
Added Agent Average time stats option to the real-time screen. Must enable realtime_agent_time_stats option in campaign screen.
Added customer park time counter to the agent screen when customer is on park. Also, added logging of parked calls to park_log table
Added agents in Dispo count to real-time screen
Fixed backward compatibility issue with QM recording retrieval and live monitoring
Added new 855 toll free code to example dialplan(commented out)
Fixed missing variables in Start and Dispo call url functions

git-svn-id: svn://192.168.202.10@1539 3d104415-ff17-0410-8863-d5cf3c621b8a
2010-10-25 01:17:14 +00:00

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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)
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
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
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&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 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)
);
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