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Interaction API Overview

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To support integration with external systems, Fenero Contact Center provides an Application Programming Interface (API), called its Interaction API that exposes some of the features of the system to application developers. Our Interaction API is separated into layers: a set of API methods focused on agent/lead functionality and another dedicated to management and administration functions.

An overview of the currently supported management and administration functions in the Interaction API are listed below:

  • JsonResult GetCampaignsAndQueues (string userId, string appTokenId) - Returns a list of all campaigns and ACD queues.
  • JsonResult GetLiveChatQueues (string userId, string appTokenId) - Returns a list of all live chat queues.
  • JsonResult GetDIDs (string userId, string appTokenId) - Returns a list of all local and toll-free DIDs in the system.
  • JsonResult GetDispositions (string userId, string appTokenId) - Returns a list of all dispositions in the system.
  • JsonResult GetUsers (string userId, string appTokenId) - Returns a list of all users in the system.
  • JsonResult GetRealtimeStats (string userId, string campaignIds, string groupIds, string appTokenId) - Returns a combination of JSON arrays containing real-time call, agent, and time information.
  • JsonResult Monitor (string userId, string sessionID, string serverIP, string userPhone, string agentID, string appTokenId) - Send a request to blind-monitor an agent's session. Values for the following parameters can be retrieved by sending a call to GetRealtimeStats
  • JsonResult Barge (string userId, string sessionID, string serverIP, string userPhone, string agentID, string appTokenId) - Similar to the Monitor command, except the callee on the receiving end of the userPhone will be able to actively participate in the call and heard by both parties. Values for the following parameters can be retrieved by sending a call to GetRealtimeStats
  • JsonResult GetLists (string userId, string campaignIds, string appTokenId) - Returns a JSON formatted array of dialing lists currently in the system.
  • JsonResult CreateList (string name, string description, string callerId, string campaignId, string resetTimes, string active, string userId, string appTokenId) - Create a new dialing list.
  • JsonResult CopyCustomFields (int sourceListId, int destinationListId, string userId, string appTokenId) - Copies the custom field definitions from an existing list to the destination list specified.
  • JsonResult StartList (string userId, int listId, string appTokenId) - Sets an inactive list in an active state. If there are any dialable leads in the system and other rules are met (e.g. recycling rules, campaign hours of operations, available agents, etc), this will begin dialing the records in the list.
  • JsonResult StopList (string userId, int listId, string appTokenId) - Sets an active list to an inactive state. Dialing operations (if any) will be stopped immediately (any currently active calls will continue to be processed).
  • JsonResult GetRecordings (string userId, string startDate, string endDate, string campaignId, string appTokenId) - Search the quality assurance system for all call recordings within the specified date range, for the given campaign/ACD queue.
  • ActionResult StreamRecording (string userId, long recordingId, string appTokenId) - Given a recording Id, streams or immediately downloads the recording's audio file.
  • ContentResult ReportAgentActivitySummary (string startDate, string endDate, string users, string campaignIds, string tzOffset, string userId, string appTokenId) - Executes the Agent Activity Summary report using the filters specified as parameters and returns raw output as comma-separated values
  • ContentResult ReportAgentAuxDetail (string startDate, string endDate, string reportType, string users, string campaignIds, string tzOffset, string userId, string appTokenId) - Executes the Agent Aux Detail report using the filters specified as parameters and returns raw output as comma-separated values
  • ContentResult ReportAgentPerformanceDetail (string startDate, string endDate, string reportType, string users, string campaignIds, string queueIds, string tzOffset, string userId, string appTokenId) - Executes the Agent Performance Detail report using the filters specified as parameters and returns raw output as comma-separated values
  • ContentResult ReportAgentLog (string startDate, string endDate, string users, string campaignIds, string tzOffset, string userId, string appTokenId) - Executes the Agent Log report using the filters specified as parameters and returns raw output as comma-separated values
  • ContentResult ReportAgentStaffTime (string startDate, string endDate, string users, string tzOffset, string userId, string appTokenId) - Executes the Agent Staff Time report using the filters specified as parameters and returns raw output as comma-separated values
  • ContentResult ReportAgentDisposition (string startDate, string endDate, string users, string tzOffset, string userId, string appTokenId) - Executes the Agent Disposition report using the filters specified as parameters and returns raw output as comma-separated values
  • ContentResult ReportCampaignDNC (string campaignIds, string userId, string appTokenId) - Executes the Campaign DNC report using the filters specified as parameters and returns raw output as comma-separated values
  • ContentResult ReportCallDetailRecordsInbound (string startDate, string endDate, string tzOffset, string userId, string appTokenId) - Executes the Call Detail Records (Inbound) report using the filters specified as parameters and returns raw output as comma-separated values. This report is the source of all inbound call-related billing activity.
  • ContentResult ReportCallDetailRecordsOutbound (string startDate, string endDate, string tzOffset, string userId, string appTokenId) - Executes the Call Detail Records (Outbound) report using the filters specified as parameters and returns raw output as comma-separated values. This report is the source of all outbound call-related billing activity.
  • ContentResult ReportCallDetailRecordsCombined (string startDate, string endDate, string tzOffset, string userId, string appTokenId) - Executes the Call Detail Records (Inbound&Outbound) report using the filters specified as parameters and returns raw output as comma-separated values. This report is the source of all call-related billing activity.
  • ContentResult ReportCallDetailUsage (string startDate, string endDate, string reportType, string users, string campaignIds, string queueIds, string tzOffset, string userId, string appTokenId) - Executes the Call Detail Usage report using the filters specified as parameters and returns raw output as comma-separated values. This report is a summarized view of the Call Detail Records (Inbound&Outbound) reports.
  • ContentResult ReportLiveChatLog (string startDate, string endDate, string chatQueueIds, string tzOffset, string userId, string appTokenId) - Executes the Live Chat Log report using the filters specified as parameters and returns raw output as comma-separated values.
  • ContentResult ReportInteractionDetail (string startDate, string endDate, string listIds, string dispositionIds, string campaignIds, string tzOffset, string userId, string appTokenId) - Executes the Interaction Detail report using the filters specified as parameters and returns raw output as comma-separated values.
  • ContentResult ReportInteractionDetailLog (string startDate, string endDate, string listIds, string dispositionIds, string campaignIds, string tzOffset, string userId, string appTokenId) - Executes the Interaction Detail Log report using the filters specified as parameters and returns raw output as comma-separated values.
  • ContentResult ReportSystemCallLog (string startDate, string endDate, string queueIds, string campaignIds, string tzOffset, string userId, string appTokenId) - Executes the System Call Log report using the filters specified as parameters and returns raw output as comma-separated values
  • ContentResult ReportLeadDetail (string startDate, string endDate, string listIds, string queueIds, string campaignIds, string tzOffset, string userId, string appTokenId) - Executes the Lead Detail report using the filters specified as parameters and returns raw output as comma-separated values.
  • ContentResult ReportDispositionSummary (string startDate, string endDate, string listIds, string queueIds, string campaignIds, string tzOffset, string userId, string appTokenId) - Executes the Disposition Summary report using the filters specified as parameters and returns raw output as comma-separated values.
  • ContentResult ReportFlashSummary (string startDate, string endDate, string listIds, string tzOffset, string userId, string appTokenId) - Executes the outbound-specific Flash Summary report using the filters specified as parameters and returns raw output as comma-separated values.

OPTIONAL Paramaters are as follows

  • delimiter - pass in the delimiter you'd like to use. Defaults to a comma (,)
  • quotedidentifiers - Set to true to return the results wrapped in double-quotes, or false otherwise. Defaults to false.

Additional details on the management and administration functions can be found in our Interaction API for Administrators article.

An overview of the currently supported agent and lead functions in the Interaction API are as follows:

  • Dial: Dials a given phone number for the currently logged in user specified.
  • HangupCall: Sends a request to hangup the call for a specific user.
  • SendDTMF: Sends the specified digits as DTMF tone to current user's connection.
  • Hold: Places the current call on hold for the specified user.
  • Transfer: Requests a transfer or 3-way for the current user's active call.
  • SetDisposition: Sends a request to disposition the current call for the specified user and set the disposition code to a given value.
  • SetAgentStatus: Automatically sets the status of an agent to 'pause' mode or 'ready' mode.
  • ImportLead: Imports the specified lead into a given list.
  • UpdateLead: Updates the standard and/or custom field data for leads in real time.
  • AddToDNC: Adds the given phone number to a campaign's Do Not Call list.

Additional information on each supported agent and lead methods can be found in their individual doc pages. Simply click on the name of the method for details.

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