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:

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
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.