post https://{domainname}/ca_apis/PhoneManualDial
Phone Manual dial (Click2Call) API is used to make outbound calls through any web application, as we perform in the agent toolbar manually. Agents don't need to log into the CloudAgent toolbar to access these offline calls. Agent numbers are assigned as offline(hunting) phone numbers in skills by admin.
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:
Header parameters
| Parameter | Description |
|---|---|
| Content-Type | application/json |
Body Params
{
"userName": "xxxxx",
"custNumber": "xxxxx",
"phoneName": "xxxxx",
"campaignName": "xxxxxx",
"did": "xxxxx",
"uui": "xxxxxx",
"checkStatus": true
}
Note
- Call duration(TalkTime) can be restricted to desired duration by passing the parameter ‘callLimit’.
- The API can dial calls using the secondary DID (configured in the campaign) in case of any issues with the primary DID.
- Either of the DIDs that connect to the first leg will be used to connect the second leg of the call.
Possible responses
| Success response | "message": "89XXUCIDXXX", "status": "queued" |
| Invalid api_key | "message": "Authentication failed." "status": "error" |
| Invalid phoneName | "message": "Phone name not found." "status": "error" |
| Invalid username | "message": "Authentication failed." "status": "error" |
| Invalid DID | "message": "Something went wrong. Please contact admin!" "status": "error" |
| If an agent is Online | "message": "Online agent logged in with same phone number","status": "error" |
| If an agent is Online and busy on another offline call | "message": "Online agent logged in with same phone number" "status": "queued" |
| If DID does not belong to inbound Offline | "message": "campaign IS NOT offline" "status": "error" |
| If an agent is not free | "message": "No free agent found." "status": "error" or "message": "Agent is not free. "status": "error" |
| Multiple hits for a single call: When the phone number is in calling mode i.e. the system is dialing to the agent or the agent has answered and dialed to the customer. | "message": "Call is initiated, please wait" "status": "error" |
| The campaign is not offline and the phone name is wrong | "message": "campaign IS NOT offline" "status": "error" |
| Passing checkStatus=true, when the agent is busy | "message": "Agent is not free.","status": "error" |
| Passing checkStatus=false. | A new UCID will be generated in API Response and again the second call will route the agent. |
| Attempting to make a call on a configured holiday | {"status": "Fail","message": "Call cannot be initiated on a holiday"} |