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Retrieve current agent information

This endpoint is used to query information about the current agent.

Request

{}

Response

{
    "agentSid": "2098765",
    "clientSid": "2000123",
    "agentProfileSid": "1234567",
    "webLogin": "operagent1",
    "addDate": "2024-01-01T16:00:00.000000Z",
    "modifyDate": "2024-01-01T16:00:00.000000Z",
    "huntGroupSid": "1045678",
    "partnerAgentId": "",
    "lastPasswordChangeDate": "2024-01-01T16:00:00.000000Z"
}

Store the response values for clientSid, agentSid, and huntGroupSid. clientSid and agentSid are static values. The huntGroupSid is variable and can be changed during the session.

Retrieve hunt group agent settings

/api/v0alpha/p3api/gethuntgroupagentsettings
This endpoint returns information for the selected hunt group, this includes caller id, as well as compliance settings.

Request

{
  "huntGroupSid": "{{huntGroupSid}}"
}

Response

{
    <snip>
    "manualDial": {
        "enabled": true,
        "showOutboundPhoneBook": false,
        "showCallerIdPhoneBook": true,
        "hasCustomCallerId": true,
        "defaultCallerId": "8667451900",
        "defaultCountrySid": "1",
        "showCountrySelector": true,
        "timezoneRestrictions": true,
        "scrubCellPhones": false,
        "callRecording": true,
        "agentOverrideCell": false,
        "agentOverrideCcr": false,
        "agentOverrideDncl": false,
        "agentOverrideTimezone": false,
        "useWhiteList": false,
        "useRandomCallerId": false,
        "randomCallerIdBucket": "-1",
        "defaultCallerIdCountrySid": "1",
        "displayCallerIdCountrySelect": true,
        "useCallerIdBucket": false,
        "agentOverrideNaturalCompliance": false,
        "naturalComplianceRuleSetName": "Default Compliance Ruleset",
        "complianceMetadata": [
            {
                "name": "Account Number",
                "required": true
            }
        ],
        "enableMetadata": true,
        "useTimezoneValidationZip": "TRUE",
        "enableRejectOptionForApprovers": false,
        "enableSipAddress": true,
        "maskManualDialCallerId": false,
        "enableManualDialDataDip": "",
        "manualDialDataDipConfig": "0",
        "manualDialDataDipResultHandling": "NONE",
        "dataDipManualDialIntegration": {},
        "dataDipManualDialIntegrationHandling": "NONE"
    },
    <snip>
}

Store the values for defaultCallerIdCountrySid, defaultCallerId, defaultCountrySid, naturalComplianceRuleSetName, scrubCellPhones, timezoneRestrictions, and callRecording

Retrieve current agent's sessionSid

/api/v1alpha1/asm/asmapi/getcurrentsession
This returns the agent's current acd and asm session values.

Request

{}

Response

{
    "asmSessionSid": "20003456",
    "asmSessionStart": "2025-01-01T16:00:00.000000Z",
    "voiceSession": {
        "voiceSessionSid": "50006789",
        "voiceSessionStart": "2025-01-01T16:00:00.000000Z"
    }
}

Store sessionSid and asmSessionSid

Retrieve list of countries allowed for the organization

/api/v0alpha/org/countries/list/get

Request

{}

Response

"countries": [
        {
            "countryId": "",
            "countrySid": "1",
            "countryName": "United States / Canada",
            "phoneDigits": "7",
            "regionDigits": "3",
            "totalDigits": "10",
            "countryCode": "1",
            "regionCodes": [
                "US",
                "AG",
                "AI",
                "AS",
                "BB",
                "BM",
                "BS",
                "CA",
                "DM",
                "DO",
                "GD",
                "GU",
                "JM",
                "KN",
                "KY",
                "LC",
                "MP",
                "MS",
                "PR",
                "SX",
                "TC",
                "TT",
                "VC",
                "VG",
                "VI"
            ],
            "country": "COUNTRY_UNITED_STATES_OF_AMERICA"
        }
    ]
}

Returns an object of countries allowed to be called by the organization. Attempting calls to a country not in the this list will cause a failure.

Check agent status

/api/v0alpha/acd/agentgetstatus

Returns the agent's current status.
It is important to verify that the agent is in READY status before placing a manual dial call.

Request

{
  "sessionSid": "{{sessionSid}}"
}

Response

{
    "status": "1",
    "statusDesc": "READY",
    "paused": false,
    "queue": "2000123",
    "currentSessionId": "50006789",
    "lastStatusChange": "1704150000000",
    "monitoring": false,
    "callsCount": "0",
    "lastSipCode": "0",
    "agentPeerIsLostCall": false,
    "disabled": false,
    "keepAliveSucceeded": true,
    "transferMembers": [],
    "agentIsMuted": false
}

Place agent in the manual dial state

/api/v0alpha/acd/dialmanualprepare

Request

{
  "sessionSid": "{{sessionSid}}"
}

Response

{}

Re-verify the agent state

/api/v0alpha/acd/agentgetstatus
Verify the agent is now in MANUAL_DIAL_PREPARED status

Request

{}

Response

{
    "status": "2",
    "statusDesc": "MANUAL_DIAL_PREPARED",
    "paused": false,
    "queue": "2000123",
    "currentSessionId": "50006789",
    "lastStatusChange": "1704150300000",
    "monitoring": false,
    "callsCount": "0",
    "lastSipCode": "0",
    "agentPeerIsLostCall": false,
    "disabled": false,
    "keepAliveSucceeded": true,
    "transferMembers": [],
    "agentIsMuted": false
}

Process call against NLC ruleset

CallQueue_ProcessManualDialCall
Validate the call against an NLC (National List Call) rule set to ensure compliance with regulations such as cell scrubbing and other compliance requirements.

Request

{
  "call": {
    "clientSid": "{{clientSid}}",
    "countrySid": "{{defaultCountrySid}}",
    "agentSid": "{{agentSid}}",
    "startTime": "{{startTime}}",
    "callerId": "{{callerId}}",
    "phoneNumber": "4355551234",
    "countryCode": "1",
    "doRecord": "{{callRecording}}",
    "useGlobalTimeZoneScrub": "{{timezoneRestrictions}}",
    "doCellPhoneScrub": "{{scrubCellPhones}}",
    "doDnclScrub": true,
    "callDataType": "manual",
    "callerIdCountryCode": "{{callerIdCountryCode}}",
    "callerIdCountrySid": "{{callerIdCountrySid}}",
    "ruleSetName": "{{naturalComplianceRuleSetName}}",
    "simpleMetaData": [
      {
        "key": "Account",
        "value": "ABC1234"
      },
      {
        "key": "Zip Code",
        "value": "84770"
      }
    ]
  }
}

Response

{
    "scrubbedCall": {
        "taskSid": "0",
        "callSid": "234567890",
        "taskGroupSid": "765432",
        "clientSid": "2000123",
        "countrySid": "1",
        "agentSid": "2098765",
        "startTime": "1704150360",
        "callerId": "8667451900",
        "phoneNumber": "4355551234",
        "countryCode": "1",
        "deliveryDuration": 0,
        "linkCallDuration": 0,
        "result": "CALL_RESULT_UNKNOWN",
        "sipCode": 0,
        "doRecord": true,
        "recordingFileName": "",
        "isDialValidationOk": true,
        "isTimeZoneScrubOk": true,
        "isCellPhoneScrubOk": true,
        "isCustomCallingRulesScrubOk": true,
        "isDnclScrubOk": true,
        "useGlobalTimeZoneScrub": true,
        "doCellPhoneScrub": false,
        "doDnclScrub": true,
        "callDataType": "Manual",
        "callerIdCountryCode": "1",
        "callerIdCountrySid": "1",
        "zipCode": "",
        "isPreviewByRecord": false,
        "ruleSetName": "Default Compliance Ruleset",
        "isNaturalComplianceOk": true,
        "simpleMetaData": [
            {
                "key": "Account",
                "value": "ABC1234"
            },
            {
                "key": "Zip Code",
                "value": "84770"
            }
        ],
        "simpleResultMetaData": []
    }
}

Check the isDialValidationOk flag in the response:

If isDialValidationOk is false, the call should be canceled.

If isDialValidationOk is true, store the callSid and taskGroupSid and proceed to start the call.

Cancel Call

/api/v0alpha/acd/dialmanualcancel
If isDialValidationOk is false in the compliance process response, cancel the call.

Request

{
  "sessionSid": "{{sessionSid}}"
}

Response

{}

Place call

/api/v0alpha/p3api/manualdialstart
If isDialValidationOk is true in the compliance process response, place the outbound call.

Request

{
  "simpleCallData": {
    // "taskSid": "<string>",
    "callSid": "{{callSid}}",
    "taskGroupSid": "{{taskGroupSid}}",
    "clientSid": "{{clientSid}}",
    "countrySid": "{{defaultCountrySid}}",
    "agentSid": "{{agentSid}}",
    "startTime": "{{startTime}}",
    "callerId": "{{callerId}}",
    "phoneNumber": "4355551234",
    "countryCode": "1",
    "doRecord": "{{callRecording}}",
    // "recordingFileName": "<string>",
    // "isDialValidationOk": "<boolean>",
    // "isTimeZoneScrubOk": "<boolean>",
    // "isCellPhoneScrubOk": "<boolean>",
    // "isCustomCallingRulesScrubOk": "<boolean>",
    // "isDnclScrubOk": "<boolean>",
    // "useGlobalTimeZoneScrub": "<boolean>",
    // "doCellPhoneScrub": "<boolean>",
    // "doDnclScrub": "<boolean>",
    "callDataType": "manual",
    "callerIdCountryCode": "{{callerIdCountryCode}}",
    "callerIdCountrySid": "{{callerIdCountrySid}}",
    "ruleSetName": "{{naturalComplianceRuleSetName}}",
    // "isNaturalComplianceOk": "<boolean>",
    "simpleMetaData": [
      {
        "key": "Account",
        "value": "ABC1234"
      },
      {
        "key": "Zip Code",
        "value": "84770"
      }
    ]
  },
  "huntGroupSid": "{{huntGroupSid}}",
  "agentSessionSid": "{{sessionSid}}",
}

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