Voice Callback Details

Call Summary Details

CloudAgent provides the following call summary details after each call:

ParameterDescriptionReturn TypeSizeExample
AgentIDAgent Login IDString255XXXXXX
AgentNameName of the agentString255XXXXXXX
AgentPhone
Number
Phone number with which Agent is logged inString20XXXXXXX
AgentStatusStatus of the AgentString50answered / not_answered / NotDialed / user_disconnected
AgentUniqu eIDUnique Number assigned to the agent at the time of creationBigInt20XXXXXXX
ApikeyAuthentication key of the accountString250KKXXXXXXXXXXXX
AudioFileRecording file of that particular callString500http://recordings.xxx/xxx/xxx.mp3
CallDurationDuration of that particular calltimeHH:MM:SS00:01:20
CallerConfAudioFileRecording file of conference call (if any)String500http://xxxxx.xxx/xxx/xxx.mp3
CallerIDCustomer Phone numberString255Customer’s Phone number
CampaignN ameName of the campaign through which the call is routedString255XXXXX_XXXXX
CampaignStatusWhether the Campaign is ONLINE or OFFLINEString20ONLINE / OFFLINE
CommentsComments by agent (if any)text-XXXXXXX
ConfDurationDuration of the conference within the calltimeHH:MM:SS00:00:00
CustomerStatusStatus whether the customer Answered or Unanswered the callString50InvalidNumber / Congestion / answered / not_answered / NoRouteDestination / Dialing / NoResponse / ISDDisabled / ring / exception / SubcriberAbsent / InvalidNumberFormat /Busy
DialStatusTelephony response of the call like Answered, UnAnswered, DND, etc.,String100not_answered / answered / ring / invalid_number / exception
Dialed
Number
Phone number connected to customerString20XXXXXXX
dIdDID is the predefined number in a campaign through which the agent calls route.String3091XXXXXXXXXX
DispositionDisposition set by the agent in ACW(after-call work) modeString100xxxxx
DurationTotal call durationtimeHH:MM:SS00:45:00
EndTimeTime at which the call endedtimeHH:MM:SS23:45:02
FallBackRuleFallback rule configured at campaign level when call is not answeredString255Queue -> SkillXFR
-> AgentDial
HangupByCall hang up from the customer or agent's endString100UserHangup / Agent Hangup / SystemHangup
LocationLocation defined in the skillString255Hyderabad
monitorUCIDUnique caller ID used for monitoring call detailsBigInt2043XXXXXXXX
PhoneNameName configured to that particular agent Phone numberString20XXXXXXX
SkillSkill through which the call is routedString255XXXXXX
StartTimeTime at which the call startedDate TimeYYYY:MM:DD
HH:MM:SS
2018-04-26 17:51:36
StatusCall statusStringAnswered / NotAnswered
TimeToAnswerTime taken by the agent to answer the callTimeHH:MM:SS00:00:15
TransferTypeType of transfer
agent initiated
String30Agent / Skill / Phone Number
Transferred ToMode to which the call is transferred. Agent or Skill or Phone transfer.String30agent_name / skillName / transfer_number
TypeCall type whether it is an Inbound, Manual, Preview, Progressive, etc.,String20Progressive, Inbound, Manual, Preview, Mail, IVR, Chat, Predictive
UserNameAccount nameString50XXXXXX
UUIUser to User call informationString500XXXXXX

👍

Sample CURL Request, if it's a direct call between agent and costomer

curl -X POST http://yourdomain.com/callDetails -H 'content-type: application/x-www-form-urlencoded;’-F 'data={"monitorUCID”:”xxxxxxxx”,”UUI":"","Did”:”xxxxxx”,”CampaignName”:”xxxxxx”,”Location":"","CallerID”:”xxxxxx”,”PhoneName”:”xxxxx”,”Skill":"","StartTime":"2023-03-28 16:55:40","EndTime":"2023-03-28 16:56:08","TimeToAnswer":"","CallDuration":"00:00:28","Duration":"00:00:00","FallBackRule":"AgentDial","DialedNumber”:”xxxx”,”Type":"Manual","AgentID”:”xxxxx”,”AgentPhoneNumber”:”xxxxx”,”AgentUniqueID”:”xxx”,”AgentName”:”xxxxx”,”Disposition":"","HangupBy":"UserHangup","Status":"NotAnswered","AudioFile":"","TransferType":"NoTransfers","TransferredTo":"","Comments":"","DialStatus":"NormalUnspecified","Apikey”:”xxxxxx”,”AgentStatus":"answered","CustomerStatus":"NormalUnspecified","UserName”:”xxxxx”,”CallerConfAudioFile":"","ConfDuration":"00:00:00","CampaignStatus":"ONLINE","DataUniqueId":"","WrapUpDuration":"00:00:00"}'

👍

For conference calls, the sample request is as follows:

curl -X POST http://yourdomain.com/callDetails -H 'content-type: application/x-www-form-urlencoded;’-F 'data=[{"CallID":"xxxxxxx","UCID":"xxxxxxxx","CreatorAgentId":xxxx,"CreatorAgentName":xxxx,"CreatorPhoneNo":"xxxxxxx","ParticipantAgentId":xxxx,"ParticipantAgentName":xxxxx,"CreatorAgentPhoneNo":"xxxxxxx","CreatorPhoneName":"xxxxxx","ParticipantPhoneNo":"xxxxxxx","ParticipantAgentPhoneNo":xxxx,"ParticipantPhoneName":xxxx,"ConfStartTime":"YEAR-MM-DD HH:MM:SS","ConfPickupTime":"YEAR-MM-DD HH:MM:SS","ConfEndTime":"YEAR-MM-DD HH:MM:SS","ConfUCID":"xxxxxxxx","DID":"xxxxxxxx"}]

❗️

To receive callbacks for conference calls, ensure that the super admin setting "Conference CallBacks" is enabled.