Follow

X5 - Agent API

AGENT API DOCUMENT        

This document describes the functions of an API(Application Programming Interface)
for the ytel 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
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 ytel_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


New scripts:
/x5/api/agent.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 ytel 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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_pause&value=PAUSE
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_hangup&value=1
http://server/x5/api/agent.php?source=test&user=101&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 - 101|A
ERROR: agent_user is not logged in - 101



DETAIL OF EACH FUNCTION:



--------------------------------------------------------------------------------
version -

DESCRIPTION:
shows version and build of the API, along with the date/time

VALUES: NONE

EXAMPLE URL:
http://server/x5/api/agent.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/x5/api/agent.php?source=test&user=101&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.ytel.com
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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_hangup&value=1

RESPONSES:
ERROR: external_hangup not valid - 1|101
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
SUCCESS: external_hangup function set - 1|101



--------------------------------------------------------------------------------
external_status -

DESCRIPTION:
Sets the status of the current customer call on the agent dispotion screen

VALUES: (value)
value -
 Any valid status in the Ytel 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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_status&value=A
http://server/x5/api/agent.php?source=test&user=101&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|101
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
SUCCESS: external_status function set - A|101



--------------------------------------------------------------------------------
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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_pause&value=PAUSE
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_pause&value=RESUME

RESPONSES:
ERROR: external_pause not valid - PAUSE|101
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
SUCCESS: external_pause function set - PAUSE|1232020456|101



--------------------------------------------------------------------------------
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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=logout&value=LOGOUT

RESPONSES:
ERROR: logout not valid - PAUSE|101
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
SUCCESS: logout function set - LOGOUT|1232020456|101



--------------------------------------------------------------------------------
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 ytel_list list for this phone number and bring up that lead
 NO  - do not search, create a new ytel_list record for the call
preview -
 YES  - preview the lead in the ytel screen without dialing
 NO  - do not preview the lead, place call immediately
focus -
 YES  - change the focus of the screen to the ytel.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 ytel_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

EXAMPLE URLS:
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=external_dial&value=7275551212&phone_code=1&search=YES&preview=NO&focus=YES
http://server/x5/api/agent.php?source=test&user=101&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|101
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
ERROR: agent_user is not allowed to place manual dial calls - 101
ERROR: caller_id_number from group_alias is not valid - 101|TESTING|123
ERROR: group_alias is not valid - 101|TESTING
ERROR: vtiger callback activity does not exist in vtiger system - 12345
ERROR: phone_number is already in this agents manual dial queue - 101|7275551211
ERROR: lead_id is not valid - 101|1234567
ERROR: phone number is not valid - 101||1234567|
ERROR: phone number lead_id search not found - 101|7275551212|1234567|
SUCCESS: external_dial function set - 7275551212|101|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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=preview_dial_action&value=SKIP

RESPONSES:
ERROR: preview_dial_action not valid - 7275551212|1|YES|101
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
ERROR: agent_user is not allowed to place manual dial calls - 101
ERROR: preview dialing not allowed on this campaign - 101|TESTING|DISABLED
ERROR: preview dial skipping not allowed on this campaign - 101|TESTING|PREVIEW_ONLY
ERROR: alt number dialing not allowed on this campaign - 101|TESTING|N
SUCCESS: preview_dial_action function set - DIALONLY|101|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/x5/api/agent.php?source=test&user=101&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|101|
ERROR: no user found - 101
ERROR: lead insertion failed - 7275551212|TESTCAMP|101|101
ERROR: add_lead PHONE NUMBER IN DNC - 7275551212|101
ERROR: add_lead PHONE NUMBER IN CAMPAIGN DNC - 7275551212|TESTCAMP|101
ERROR: campaign manual dial list undefined - 7275551212|TESTCAMP|101
ERROR: agent_user is not logged in - 101
SUCCESS: lead added - 7275551212|TESTCAMP|101|123456|101





--------------------------------------------------------------------------------
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 ytel 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 ytel_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/x5/api/agent.php?source=test&user=101&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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=change_ingroups&value=REMOVE&blended=NO&ingroup_choices=+TEST_IN2+TEST_IN4+-
http://server/x5/api/agent.php?source=test&user=101&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 - 101
ERROR: campaign does not allow inbound calls - 101
ERROR: user is not allowed to change agent in-groups - 101|TESTING|123
ERROR: campaign dial_method does not allow outbound autodial - 101|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 -|101





--------------------------------------------------------------------------------
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/x5/api/agent.php?source=test&user=101&pass=1234&function=update_fields&agent_user=101&vendor_lead_code=1234567&address1=

RESPONSES:
ERROR: update_fields not valid - 101
ERROR: agent_user is not logged in - 101
ERROR: user is not allowed to modify lead information - 101|1234
ERROR: agent_user does not have a lead on their screen - 101|1234
ERROR: no fields have been defined - 101
SUCCESS: update_fields lead updated - 101|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/x5/api/agent.php?source=test&user=101&pass=1234&function=set_timer_action&agent_user=101&value=MESSAGE_ONLY&notes=test+message&rank=15

RESPONSES:
ERROR: set_timer_action not valid - 101
ERROR: agent_user is not logged in - 101
ERROR: user is not allowed to modify campaign settings - 101|1234
SUCCESS: set_timer_action lead updated - 101|1234|MESSAGE_ONLY|test message|15





--------------------------------------------------------------------------------
st_login_log -

DESCRIPTION:
Looks up the ytel_users.custom_three field(as "agentId") to associate with a ytel user ID. If found it will populate the custom_four field with a "teamId" value, then output the ytel user ID

VALUES:
value -
 REQUIRED alphanumeric string for CRM AgentID
vendor_id -
 REQUIRED alphanumeric string for CRM TeamID

EXAMPLE URLS:
http://server/x5/api/agent.php?source=test&user=101&pass=1234&function=st_login_log&value=876543&vendor_id=207

RESPONSES:
ERROR: st_login_log not valid - 101|207
ERROR: no user found - 101
SUCCESS: st_login_log user found - 101





--------------------------------------------------------------------------------
st_get_agent_active_lead -

DESCRIPTION:
Looks up the ytel_users.custom_three field(as "agentId") to associate with a ytel 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/x5/api/agent.php?source=test&user=101&pass=1234&function=st_get_agent_active_lead&value=876543&vendor_id=207

RESPONSES:
ERROR: st_get_agent_active_lead not valid - 101|207
ERROR: no user found - 101
ERROR: user not logged in - 101
ERROR: no active lead found - 101
SUCCESS: st_get_agent_active_lead lead found - 101|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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1028&function=ra_call_control&stage=INGROUPTRANSFER&ingroup_choices=DEFAULTINGROUP&value=Y0316001655000402028

RESPONSES:
ERROR: ra_call_control not valid - Y0315201639000402027|101|INGROUPTRANSFER
ERROR: no user found - 101
ERROR: user not logged in - 101
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 - 101|Y0315201639000402027|SALESLINE
SUCCESS: ra_call_control hungup - 101|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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=send_dtmf&value=QQQQ1234SQQQQQ6654P

RESPONSES:
ERROR: send_dtmf not valid - QQ|101
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
SUCCESS: send_dtmf function set - QQQQ1234SQQQQQ6654P|101





--------------------------------------------------------------------------------
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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=park_call&value=PARK_CUSTOMER
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=park_call&value=GRAB_CUSTOMER
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=park_call&value=PARK_IVR_CUSTOMER
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=park_call&value=GRAB_IVR_CUSTOMER

RESPONSES:
ERROR: park_call not valid - PARK_CUSTOMER|101
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
ERROR: agent_user does not have a lead on their screen - 101
SUCCESS: park_call function set - PARK_CUSTOMER|101





--------------------------------------------------------------------------------
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 ytel 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 ytel 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
 group_alias -
  OPTIONAL, defines what caller ID number to use when doing DIAL_WITH_CUSTOMER or PARK_CUSTOMER_DIAL

EXAMPLE URLS:
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=HANGUP_XFER
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=HANGUP_BOTH
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=BLIND_TRANSFER&phone_number=8500
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LEAVE_VM
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=DEFAULTINGROUP
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=AGENTDIRECT&phone_number=101
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LOCAL_CLOSER&ingroup_choices=SALESLINE
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&ingroup_choices=TEST_IN3&consultative=YES
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&phone_number=8500
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=DIAL_WITH_CUSTOMER&phone_number=919998888112&dial_override=YES
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=PARK_CUSTOMER_DIAL&ingroup_choices=TEST_IN3&consultative=YES
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=transfer_conference&value=LEAVE_3WAY_CALL

RESPONSES:
ERROR: transfer_conference not valid - QQ|101
ERROR: value is not valid - XYZFUNCTION|101
ERROR: no user found - 101
ERROR: ingroup is not valid - XYZINGROUP
ERROR: agent_user is not logged in - 101
ERROR: agent_user does not have a live call - 101
ERROR: caller_id_number from group_alias is not valid - 101|TESTING|123
ERROR: group_alias is not valid - 101|TESTING
SUCCESS: transfer_conference function set - LOCAL_CLOSER|SALESLINE||YES|101|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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=recording&value=START
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=recording&value=STOP
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=recording&value=STATUS
http://server/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=recording&value=START&stage=_MIDCALL

RESPONSES:
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
ERROR: stop recording error - 101|||||192.168.1.5|8600051|PAUSED
SUCCESS: recording function sent - 101|STOP||||192.168.1.5|8600051|PAUSED
SUCCESS: recording function sent - 101|START||||192.168.1.5|8600051|PAUSED
SUCCESS: recording function sent - 101|START_MIDCALL||||192.168.1.5|8600051|PAUSED
NOTICE: not recording - 101|||||192.168.1.5|8600051|PAUSED
NOTICE: recording active - 101|121242|20120810-012008__101_|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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=webphone_url&value=DISPLAY
http://server/x5/api/agent.php?source=test&user=101&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 - 101
ERROR: agent_user is not logged in - 101
ERROR: webphone_url not valid - 101|DISPLAY
ERROR: webphone_url error - webphone url is empty - 101
ERROR: webphone_url error - no session data - 101





--------------------------------------------------------------------------------
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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=call_agent&value=CALL

RESPONSES:
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
ERROR: call_agent not valid - 101|CALL
ERROR: call_agent error - entry is empty - 101
ERROR: call_agent error - no session data - 101
SUCCESS: call_agent function sent - 101





--------------------------------------------------------------------------------
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/x5/api/agent.php?source=test&user=101&pass=1234&agent_user=1000&function=pause_code&value=BREAK

RESPONSES:
ERROR: no user found - 101
ERROR: agent_user is not logged in - 101
ERROR: pause_code not valid - 101|JUMPING
ERROR: pause_code error - agent is not paused - 101
SUCCESS: pause_code function sent - 101








--------------------------------------------------------------------------------
Other information:


Example MySQL query options for executing API functions(not available for all functions):
update ytel_live_agents set external_hangup=1 where user='1000';
update ytel_live_agents set external_status='A' where user='1000';


CREATE TABLE ytel_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)
);
Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk