This API enables you to control the agent states (applicable for offline agents only) within the account directly through your CRM system.

To use this API with the help of a token, follow these steps:

Generate the Token: Use the 'Generate Token' API to obtain an authentication token.
Enter the Token ID: Navigate to the right section of this page, under the 'AUTHORIZATION' tab. Here, input the generated token ID.
With the token entered, pass the below header and body parameters:

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APIs Domain Name
For domestic ccaas - enter the domain: in1-ccaas-api.ozonetel.com
For international ccaas - enter the domain: api.ccaas.ozonetel.com
For Partners - enter the respective URL

Header parameters

Parameter	Description
Content-Type	application/json

Body Params

Parameter	Description
userName*	Your CloudAgent account username
phoneName	Phone name of the agent configured in the CloudAgent account.
state*	Mention the agent state change - 'Ready', 'Pause'
agentId*	The unique ID assigned to an agent
pauseReason	The reason provided if the state is 'Pause'

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Note

Parameters with ‘*’ are considered to be mandatory parameters.

This API is applicable only in case of offline agents

Possible responses


Invalid apiKey	"status": "error" "message": "userName or apiKey is Invalid"
Empty apiKey	"status": "error" "message": "apiKey should not be empty"
Invalid userName	"status": "error" "message": "user_name or api_Key is Invalid"
Empty userName	"status": "error" "message": "Please provide UserName"
Invalid state	"status": "error" "message": "The state should be either 'Ready' or 'Pause' state'"
Passing Invalid pauseReason Value. When the user passes State as Pause.	"status":"error", "message":"pauseReason is Invalid"
Changing the agent to 'Pause' / 'Ready" state when he is not logged in.	"status":"error", "message":"Agent is not Logged In"
Changing the agent to Pause state when he is in ACW state.	"status":"error", "Message":"Agent xxxx is in ACW state. You cant change to Pause state"
Changing the agent to Pause state when he is in BUSY state.	"status":"error", "Message":"Agent xxxx is in BUSY state. You cant change to Pause state"
Success response	"status": "success" "message": " {"type":"response", "utid":"22", "resp":"Success:tbAgentPause~INBOUND", "agentStatus":"PAUSED", "agentId":"XXXXX", "user":"XXXXX"}"