This API helps to set the disposition from the CRM Page, instead of setting it from the Agent Toolbar manually.

Agents can update the disposition reason after the call during the wrap-up time. Also, agents can update the existing disposition even after the wrap-up time has elapsed.

Prerequisites

To access this API the following parameters MUST be passed.

ParameterDescription
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
commentsany comments regarding the call
action*'set’ is the default parameter value
callBackTimeTime and date format is mm/dd/yyyy HH:mm:ss
callBackTimeZoneIf not value is given then the default value is Asia/Kolkata
pauseAfterDispose'true' to change the ACW status to pause after disposition

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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"
Update missing call back time"details": "Disposition Updated successfully"
"status": "Success"
Invalid call back Time"details": "callBackTime should be in yyyy-mm-dd HH:mm:ss Format with valid Date"
"status": "Fail"
Update missing Callback time zone"status": "Success"
"details": "Disposition Updated Successfully"

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Further Insights

By default, the domain name is https://in1-ccaas-api.ozonetel.com. Please refer here to change based on the need.

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