Virtual Agent Connection into TCN Operator API

Assumptions:

Virtual Agent will be able to connect to TCN's Media via a dail into a sip uri like 1000@webphone.tcnp3.com which will require pin and pass code being sent per login

Virtual Agent will be able to connect to TCN's Media via a dial into a custom formed uri during each setup like 012148cdb158aa41759af635d7c856c072@webphone.tcnp3.com.
-This uri is determined after authentication and session creation returned in the response from the /api/v1alpha1/asm/asmapi/createsession endpoint. No Pin and passcode would be required. This custom uri will change every login.

And

A-The Virtual agent will be able to poll, every few seconds, for status changes on the agent and also poll for call information once the status changes

B- Consume the api/v1alpha1/asm/asm/streamagentstate stream via GRPC or HTTP2 request.

The Virtual agent will be able to execute endpoint/groups of endpoints when actions such as transfer a call out of the Virtual Agent, ending the call, setting the agent to available once done with a call.

Execution Flow

Identify the agent and skills of that agent:

Current Agent endpoint
P3Api_GetCurrentAgent

Get Agent Skills End point
P3Api_GetAgentSkills

Creating the session requires passing of the agent skills along with the hunt group.

Create ASM Serssion End point
Asm_CreateSession

Response:

{
    "asmSessionSid": "746882",
    "voiceSessionSid": "27872376",
    "voiceRegistration": {
        "username": "668233",
        "password": "221235",
        "dialUrl": "012148cdb158aa41759af635d7c856c072",
        "pstnPhone": "",
        "defaultTimeZone": "",
        "expirationTimestamp": "1626791817289"
    }
}

Use softphone to call in to the dialUrl returned in the the create session response.

example: 012148cdb158aa41759af635d7c856c072@webphone.tcnp3.com

webphone end points are different per region..

US: webphone.tcnp3.com

Canada: ca-webphone.tcnp3.com

London: uk-webphone.tcnp3.com

India: sg-webphone.tcnp3.com

Australia: au-webphone.tcnp3.com

Useast: useast-webphone.tcnp3.com

Frankfurt: eur-webphone.tcnp3.com

After connection you have 2 options to retrieve agent state updates.

Option 1:
Agent State stream:
Asm_StreamAgentState

Example Request:
{"asmSessionSid": "746882"} //pulled from the create session response

Option 2:
Agent Status polling:
Acd_AgentGetStatus

voiceSessionSid=sessionSid, This endpoint will also give you the status changes of the agent. You should poll every 3 seconds for status updates.

For either options we need to send a keep alive
/api/v0alpha/acd/agentgetstatus Should be hit every 30 seconds to send the keep alive to keep the agent session active passing this below in the body.

Example Request:
{"sessionSid":"27872376","performKeepAlive":"true"}

Sending of Responses for reporting or Agent transfer:
P3Api_SaveAgentCallResponses

Example Rquest:

{"callSid":"10192","agentSessionSid":"7901537","callType":"MANUAL","agentCallResponseDetails":[{"key":"AccountNumber","value":"22123456"},{"key":"Client Number","value":"2345"}]}

Agent Controls:

Agent End Call:
Acd_AgentDisconnect

Example Request:
{"reason":"Caller Disconnected","sessionSid":{{currentSessionId}}

Move agent from wrap up or Pause to ready:
Acd_AgentSetReady
Example Request:
{"sessionSid":"{{currentSessionId}}"}

TRANSFERS
1.Re-queue (Most common for this application)

set the call queue config folder if not the same as the intial call and set the skill(s) to be transfered too

Acd_CallerRequeue

Example Request:

{
  "newConfigFolder":"PBX",
  "skills":{
  "TCN_HG_1024516":true,"1011308":true
  },
  "sessionSid":33728236
}

Getting account skills
P3Api_ListSkills

Example response:

{
    "skills": [
        {
            "region": "usa",
            "p3Id": "TCN_HG_1010795",
            "name": "inbound - Softphone",
            "description": "inbound - Softphone",
            "type": "HUNT_GROUP"
        },
        {
            "region": "usa",
            "p3Id": "1011306",
            "name": "Span",
            "description": "Spanish",
            "type": "AGENT_SKILL"
        }
        ]}

2.Outbound (open) (warm/cold/conference availabe):

Acd_TransferColdToOutbound

Example Request:

{"sessionSid":"{{currentSessionId}}","callerId":"6098378200","destination":"8667451900"}

Acd_ACDGetAllAgentsStatuses
(to find agent status updates)

Example Response:

{
    "agentStatusDetails": [
        {
            "sid": "11111111",
            "currentSessionId": "26247923",
            "status": "1",
            "statusDesc": "READY",
            "userId": "6ffb371f-b7ad-f7da1d35cb1f"
        },
        {
            "sid": "22222222",
            "currentSessionId": "26248192",
            "status": "2",
            "statusDesc": "WARM_OUTBOUND_TRANSFER_STARTED",
            "userId": "354211ae-bd38-df6d497227ec"
        },
        {
            "sid": "333333",
            "currentSessionId": "26248416",
            "status": "1",
            "statusDesc": "READY",
            "userId": "c687cffc-f416-4ae6-9e4f-c53aae9b25d7"
        },
        {
            "sid": "4444444444",
            "currentSessionId": "26248595",
            "status": "1",
            "statusDesc": "PAUSED",
            "userId": "dd0835b3-ad86-a7de5780d8d5"
        }
    ]

3. Agent Transfers (warm/cold/conference availabe): destinationAgentId is the agent sid value.

Acd_TransferColdToAgent

Example Request:

{"sessionSid":"{{currentSessionId}}", "destinationAgentId":"{{targetagentsid}}" }

Other transfer endpoints:

Acd_TransferWarmToAgentApprove
Acd_TransferWarmToAgentCancel
Acd_TransferWarmToAgentStart
Acd_TransferWarmToOutboundApprove
Acd_TransferWarmToOutboundCancel
Acd_TransferWarmToOutboundStart

For Conferencing/warm transfers You would need to put a member on off mute (start the call by unmuting caller for conference)
Transfering:
TO get transfer memeber identifiers they are returned on the agent get status response when on a transfer:

{
    "status": "2",
    "statusDesc": "WARM_OUTBOUND_TRANSFER_STARTED",
    "paused": false,
    "queue": "13251",
    "currentSessionId": "36213283",
    "lastStatusChange": "1674162654614",
    "monitoring": true,
    "callsCount": "3",
    "lastSipCode": "200",
    "agentPeerIsLostCall": false,
    "disabled": false,
    "keepAliveSucceeded": false,
    "transferMembers": [
        {
            "identifier": "2264d738-bdab-48e4-aa3d-7ae47ee37491",
            "displayLabel": "MANUAL 153828531",
            "memberType": "TransferMemberType_CALLER"
        },
        {
            "identifier": "0775b57b368ae449e8c2c140069cf5c50",
            "displayLabel": "+16093856895",
            "memberType": "TransferMemberType_OUTBOUND"
        }
    ]
}

Putting the caller\consumer on hold
mutetransferpartymemberAcd_HoldTransferMember
Example Request:
{"sessionSid":"{{currentSessionSid}}","memberIdentifier": "2264d738-bdab-48e4-aa3d-7ae47ee37491"}

Removing the caller\consumer from hold
Acd_UnholdTransferMember
(use this for conference at intial transfer step)
Example Request:

{"sessionSid":"{{currentSessionSid}}","memberIdentifier": "2264d738-bdab-48e4-aa3d-7ae47ee37491"}

*matches the caller party (non agent, non transfer line)

 {
            "identifier": "2264d738-bdab-48e4-aa3d-7ae47ee37491",
            "displayLabel": "MANUAL 153828531",
            "memberType": "TransferMemberType_CALLER"
        },

Putting Calls on Hold:
/api/v0alpha/acd/agentputcallongold
{"holdType":"MULTI or SIMPLE","sessionSid":"{{currentSessionId}}"}

for simple holds to get the call back to the agent:
/api/v0alpha/acd/agentgetcallfromhold
{"sessionSid":"{{currentSessionId}}"}

Getting Call Meta data example flow:

INBOUND CALL
-Get status
/api/v0alpha/acd/agentgetstatus

{
    "status": "2",
    "statusDesc": "PEERED",
    "paused": false,
    "queue": "214",
    "currentSessionId": "7904552",
    "lastStatusChange": "1646072907118",
    "monitoring": true,
    "callsCount": "1",
    "lastSipCode": "0",
    "agentPeerIsLostCall": false,
    "disabled": false,
    "keepAliveSucceeded": false,
    "transferMembers": []
}

StatusDesc table:

#there are other values but these are the ones we care about

READY #available to take a call (the only real state to do so)
PEERED #on a call -can't take another call
PAUSED #Paused -can't take a call
WRAPUP #post call work -can't take a call

-Get Connected Call

/api/v0alpha/acd/agentgetconnectedparty

{"sessionSid":{{currentSessionId}}}

{
    "callId": "17996",
    "callType": "INBOUND"
}

-Get the call information
#If there is more information on an inbound call using a datadip/integration/Journey collection we will provide that in this request.

/api/v0alpha/p3api/getcalldata

{"callSid":17996,"callType":"0"}

ENUM CALL TYPE Table:

0 INBOUND #INBOUND should be default
1 OUTBOUND
2 PREVIEW
3 MANUAL
4 MAC

Response:

    "phoneEnhancedData": {
        "timeZone": "America/New_York",
        "internationalPrefix": "011",
        "longitude": "-74.4239436088619",
        "ndc": "609",
        "utc": "-5.0",
        "usesNdc": "true",
        "ssc2": "W",
        "type": "M",
        "city": "New Jersey",
        "iso2": "US",
        "carrier": "VERIZON WIRELESS-NJ",
        "language": "en",
        "regionCode": "NJ",
        "ssc1": "C",
        "areaCode": "609",
        "latitude": "39.36436606196396",
        "max": "16093856999",
        "min": "16093856000",
        "cocType": "PMC",
        "prefix": "385",
        "ccnsn": "16093856",
        "cc": "1",
        "nationalPrefix": "1",
        "dst": "true",
        "regionName": "New Jersey",
        "blockId": "6"
    },
    "dataCollectData": {},
    "dataDipData": {},
    "callerIdName": "+16093856895",
    "linkbackHuntGroup": "JDSoft",
    "sipHeaderData": {},
    "queuedCallbackData": {},
    "journeyRetrievedData": {
        "newfield": "Cell Scrubbed",
        "Success": "true",
        "FName": "Jim",
        "Call Type": "OUT",
        "AccountNumber": "95",
        "_transaction_id": "15dfebf2-b546-48d5-a659-4c7ab335300d",
        "Lname": "Cell",
        "PhoneNumber": "6093856895",
        "Date Test MMDDYYYY": "1/12/"
    }
}```

Virtual Agent

Virtual Agent Connection into TCN Operator API#

Execution Flow#

Agent Controls:#

Virtual Agent Connection into TCN Operator API

Execution Flow

Agent Controls: