This API helps to set the disposition from the CRM Page, instead of setting it from the Agent Toolbar manually. Users can also use this API to ‘Pause after this call’ feature simultaneously disposing of the call.
Agents can update the disposition reason while they are still on call and save the disposition to get queued in the backend. The queued disposition will be updated as soon as the call gets disconnected. Alternatively, if the agent didn't dispose of the call during the conversation, they can still do so during the wrap-up time after the call has ended.
Prerequisites
To access this API the following parameters MUST be passed.
| Parameter | Description |
|---|---|
| apiKey* | Available in Cloudagent Admin login |
| customer* | CloudAgent user name |
| did* | Number from which calls are dialed out |
| agentID* | ID of that agent who is handling that respective call |
| disposition* | Disposition that needs to be updated for this call |
| ucid* | Unique identification number of the call that is generated in Agent toolbar |
| comments | any comments regarding the call |
| action* | Set’ is the default parameter value |
Note:
Parameters with ‘*’ are mandatory parameters.
Possible Responses
| Success response | "details": "Disposition saved successfully" "status":" Success" |
| Invalid api_key | "details": "Authentication fails" "status": "Fail" |
| Invalid UCID | "details": "Invalid ucid [8189XXXXX] or did [9140XXXXXXX" "status": "Fail" |
| If the passed UCID has 20 or more characters | "status":"Error", "details":"Unable to Dispose . Please retry after some time." |
| Invalid action | "details": "Invalid action->XXXXX" "status": "Fail" |
| Invalid username | "details": "Authentication fails" "status": "Fail" |
| Invalid DID | "details": "Invalid ucid [8189XXXXX] or did [9140XXXXXXX" "status": "Fail" |
| Empty disposition value | "details": "Empty disposition code" "status": "Fail" |
| Invalid agentID | “details”: ”Invalid agent” ”status”: ”Fail” |
| Queued disposition | "details": "queued successfully" "status": "Success" |
Further Insights
By default, the domain name is https://in1-ccaas-api.ozonetel.com. Please refer here to change based on the need.