CTI Broker REST API

Endpoints

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

1. 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)

2. 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

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

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

Subscribe for Events

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

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

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

Unsubscribe for Events

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:

{
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.