On Premises

CTI Broker REST API

Note: Additional Anywhere365 CTI license needed
Note: An Enterprise license or higher is required to access these features.

Endpoints

The following tables describe how the CTI Broker interface can be utilized. There are two endpoints: 1)

to fire commands to the Anywhere365 UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. (e.g. sign-in/sign-out an Agent or call a phone number)

and 2) to subscribe/unsubscribe a callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours. URL in order to receive events from Anywhere365. These

events are posted as JSON messages to the callback URL.

Fire Commands

Item

Description

URL

/api/command

Method

POST

Payload

Copy
JSON
{
ImAddress : [string],
commandType : [enum],
number : [string]
}

Parameters

• ImAddress – the sip address of the agent

Example: sip:agentname@domain.com

  • commandType – Enum of commands

    • 0 = AgentLogin

    • 1 = AgentLogout

    • 4 = Dial

    • 14 = HeartBeat

  • Number – used for command “dial” and is optional for other

    commands. This is the customer number which will be dialed.

    Example: tel:+31880000000

Sample

Copy
JSON
{
'ImAddress' : 'sip:agentname@domain.com',
'commandType' : 'AgentLogin',
'number' :
}

Success response

202 – No Content

Error response

500 – Internal Server Error

Notes

When sending the command ‘Dial’ the ‘number’ parameter must be in the

e.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers. Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) format:

tel:+<countryCode><nationalDestinationCode><subscriberNumber>

E.g. tel:+31880000000

 

Subscribe for Events

Item

Description

URL

/api/subscribe

Method

POST

Payload

Copy
JSON
{
'CallbackUrl' : [string]
'ImAddress' : [string]
}

Parameters

  • CallbackUrl – The URL which will be called to POST the events of the CTI broker

  • ImAddress – the sip address of the Agent for which events should be received on the supplied callback URL. Example: sip:agentname@domain.com

Sample

Copy
JSON
{
'CallbackUrl' : 'http://example.com/api/events'
'ImAddress’ : 'sip:agentname@domain.com'
}

Success response

Code : 201 created

Location: api/subscribe/:id

Error response

500 – Internal Server Error

Notes

The callback URL must support a POST method with the following

payload:

Copy
JSON
{
SubscriptionId : [guid],
SessionType : [enum],
ImAddress : [string],
eventType : [enum],
callId : [guid],
ani : [string]
}
  • SubscriptionId

    The id of the subscription (returned when the callback URL was subscribed) •

  • SessionType

    • 0 = Inbound

    • 1 = Outbound

  • ImAddress

    The sip address of the agent

  • eventType

    • 0 = LoggedIn

    • 1 = LoggedOff

    • 3 = Hunting

    • 4 = Connected

    • 5 = Disconnected

    • 6 = OnHold

    • 7 = Retrieve

  • callId

    The id of the conversation

  • ani

    The caller’s number

Note loginEvent

If the eventType is LoggedIn and the login is success, the callId is empty.

If the login failed, the callId contains “failed”

 

Unsubscribe for Events

Item

Description

URL

/api/subscribe/:id

Method

DELETE

Parameters

  • id – The id of the subscription

Sample

/api/subscribe/296854af-2ba7-45d0-b460-085dc1843b3d

Success response

202 – No Content

Error response

404 – Not found

500 – Internal Server Error

 

Events

When a callback URL is subscribed events will be posted to this URL as JSON messages. Currently the

following events are supported:

  • Hunting

    This event informs the CTI service the agent is currently invited for the call session

  • Connected

    This event informs the CTI service the agent accepted the call

  • Disconnected

    This event informs the CTI service the agent disconnected the call

  • OnHold

    This event informs the CTI service the agent put the customer on-hold

  • Retrieve

    This event informs the CTI service the agent resumed the call (after it was put on-hold)

 

Payload

The callback URL must support a POST method with the following payload:

Copy
JSON
{
SubscriptionId : [guid],
SessionType : [enum],
ImAddress : [string],
eventType : [enum],
callId : [guid],
ani : [string]
}

 

Parameters

  • SubscriptionId

    The id of the subscription (returned when the callback URL was subscribed)

  • SessionType

    • 0 = Inbound

    • 1 = Outbound

  • ImAddress

    The sip address of the agent

  • eventType

    • 0 = LoggedIn

    • 1 = LoggedOff

    • 3 = Hunting

    • 4 = Connected

    • 5 = Disconnected

    • 6 = OnHold

    • 7 = Retrieve

  • callId

    The id of the conversation

  • ani

    The caller’s phone number

 

Additional note

When an event is received indicating that Agent X is connected for CallId Y and this Agent initiates a transfer, an OnHold event will be received for this Agent / Call combination. Next a Retrieve event will be received, this event can have two Agent / Call combinations:

  1. The Agent for the Retrieve event is the same as the Agent for the OnHold event; in this case the transfer failed and the Agent took back the call

  2. The Agent for the Retrieve event is different from the Agent for the OnHold event; in this case the transfer was successful.

    This implies two things:

    1. The Agent that initiated the transfer (i.e. for which the OnHold event was received) is now disconnected.

    2. The Agent that accepted the transfer (i.e. for which the Retrieve event was received) is now connected.