Hold API

Fenero Contact Center exposes certain functions via its API for use by external services, such as a web form hosted by an outside organization. The information below describes the process for using the core Hold function via HTTP POST or GET methods.

POSTBACK URL

Form submission should be sent to the following URL:

https://cloud.fenero.com/agent/api.php

POSTBACK URL PARAMETERS
The following parameters could be used to submit information along with your HTTP GET or POST request:

function: the name of the action you would like to execute. This must be set to Hold (e.g. function=Hold)
company_id: company Id provided by Fenero after registration
user: user name of user with permission to call this API
agent_user: user name of agent for which to place a hold request on their behalf
value: the type of hold you would like to perform. Valid options are: 

OnHold - places the current call on hold

OffHold - takes the current call off hold

OnHoldIVR - places the current call on hold by sending to a pre-defined IVR

OffHoldIVR - takes the current call holding in the IVR, off of hold 

Return Codes
Upon submission one of the following responses will be returned from the web service indicating success or failure:

For successful submissions:
SUCCESS: Hold request sent - [value|user name]

For submissions with errors:
ERROR: Invalid parameters sent to Hold API - [user name]
ERROR: User is not on a live call or User is not Logged in - [user name]
ERROR: Invalid authentication specified - [agent user name]

Sample HTTP POST Request

POST /agent/api.php HTTP/1.1
Host: https://cloud.fenero.com
Content-Type: application/x-www-form-urlencoded
Content-Length: 32

function=Hold
company_id=ABC
user=api-user
agent_user=agent
value=OnHoldIVR

Sample HTTP GET Request

https://cloud.fenero.com/agent/api.php?function=Hold&company_id=ABC&user=api-user&agent_user=agent&value=OnHoldIVR