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 did not assign a disposition during the call, they can still do so during the wrap-up time or even after the wrap-up time has exceeded.
Note:
Make sure the admin setting 'API Authentication' is set to 'BASIC_AUTH', If you are using this API.
To access this API the following Header and Body parameters MUST be passed.
Parameter | Description |
|---|---|
apiKey* | Available in Cloudagent Admin login |
Content-Type* | Should be - application/json |
pauseAfterDispose | This is not a mandatory parameter, when passed "true' agent will be moved paused state after the call disconnects. |
comments | Any comments regarding the call |
disposition* | Disposition that needs to be updated for this call |
agentID* | ID of the agent who is handling that respective call |
did* | Number from which calls are dialed out |
autoRelease | true |
ucid* | Unique identification number of the call that is generated in Agent toolbar |
pauseReason | Reason to pause the work |
action* | 'get’ - To get the disposition list for the account |
callBackTime | This parameter is required when the callback option is enabled for the disposition. Please provide the value in the following format: YYYY-MM-DD HH:MM |
userName* | Your CloudAgent username |
Note:
- Parameters with ‘*’ are mandatory parameters.
- The disposition field allows a maximum of 250 characters.
Possible Responses
Disposing before disconnecting the call. | {"status": "Success","message": "Disposition Queued Successfully"} |
Disposing after disconnecting the call. | "{""details"": ""Disposition saved successfully"", |
Disposing of already disposed call. | "{""details"": ""This call is already Disposed."", |
Passing Invalid apiKey Key | "{""status"": ""false"",""message"": ""Api Key Should Not be Null or Empty."", |
Passing Invalid apiKey Value | {"status": "false","message": "Invalid User Details","data": null} |
Missing apiKey key | "{""status"": ""false"",""message"": ""Api Key Should Not be Null or Empty."", |
Missing apiKey Value | {"status": "false","message": "Invalid User Details","data": null} |
Passing Invalid userName Key | "{""status"": ""false"", |
Passing Invalid userName Value | {"status": "false","message": "Invalid User Details","data": null} |
Passing Invalid userName Value | {"status": "false","message": "Invalid User Details","data": null} |
Missing userName key | "{""status"": ""false"", |
Missing userName Value | "{""status"": ""false"", |
Passing Invalid action Key | "{ |
Passing Invalid action Value | "{""status"": ""Fail"", |
Missing action key | "{""status"": ""Fail"", |
Missing action Value | "{""status"": ""Fail"", |
Passing Invalid agentID Key | "{""details"": ""Invalid agent"", |
Passing Invalid agentID Value | "{""details"": ""Invalid agent"", |
Missing agentID key | "{""details"": ""Invalid agent"", |
Missing agentID Value | "{""details"": ""Invalid agent"", |
Passing Invalid UCID Key | "{ |
Passing Invalid UCID Value | {"details": "Invalid ucid [9012171] or did [914071327663]","status": "Fail"} |
Missing UCID key | "{ |
Missing UCID Value | "{""details"": ""Invalid ucid()"", |
Passing Invalid disposition Key | "{ |
Passing Invalid disposition Value | "{""details"": ""Invalid Disposition"", |
Missing disposition key | "{ |
Missing disposition Value | "{ |
PauseAfterDispose is enabled without passing pause reason | {"details":"Provide pause reason","status":"Fail"} |
In acw, dispose multiple times | {"details":"This call is already Disposed.","status":"Fail"} |
In acw, within wrap up time | {"details":"Disposition saved successfully","status":"Success"} and agent status should change to IDLE |
In acw, wrap up time exceeded | {"details":"This call is already Disposed.","status":"Fail"} |
valid ucid but mentioned agent not on the call | {"details":"Agent is not on this call.","status":"Fail"} |
Further Insights
By default, the domain name is https://in1-ccaas-api.ozonetel.com. Please refer here to change based on the need.