Call Control API is used to perform toolbar actions when dialing through offline campaigns. This API helps in taking a third-party number into a conference and then can Mute, Unmute, Hold, Unhold, and KICK_CALL(which is also DROP) numbers without the interference of Agent login.

To access this API the following parameters MUST be passed.

ucid*Unique ID generated when offline call is initiated
conferenceNumber*For the In-CcaaS instance use the format: Prefix "0" (zero) followed by a 10-digit number.
For International instances use the format: Prefix the country code with a plus sign (+), followed by the phone number.
did*Phone number through which calls are dialed out to agents and customers
agentPhoneName*Phone name associated with an agent number
api_key*Available in CloudAgent admin login
outputxml/json (desired output format)
playRing*Should be 'true' always
sip"true" - if the conference number is a SIP number



  • Desired ‘action’(parameter) impacts the PhoneName that is passed in the parameter field.
  • Parameters with ‘*’ are mandatory parameters.
  • Always pass the agent phone number in the 'conferenceNumber' parameter to use 'KICK_CALL' action
  • No call controller options will be shown to the SIP agent when a conference call is answered

All possible responses

Success HOLD response"status": "Success"
"message": "User hold is successful"
Success UNHOLD response"status": "Success"
"message": "Call is Un-hold successfully"
Success MUTE response"status": "Success"
"message": "call got mute successfully"
Success UNMUTE response"status": "Success"
"message": "unmute success"
Success response to END"status": "Success"
"message": "call got disconnected"
Failure response"status": "Error"
"message": "Call not Found"
Failure response"status": "Error"
"message": "Please pass valid Conference number"


Further Insights

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