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ConVox Web Service API

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ConVox Web Service API

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ConVox API’s Document

Date: 08/11/2019 Author: Manoj Kumar

ConVox API’s Documentation

Submitted To: Prepared By:

Banoth Lavanya
Deepija Telecom Pvt. Ltd.
Confidentiality Notice:
This document is prepared by Deepija Telecom Pvt Ltd, Hyderabad . This is private and confidential and
intended to the person it is submitted to . Distribution of whole or part of this document is limited and
must be carried out with permission of concerned authority in Deepija Telecom Pvt Ltd.
Deepija Telecom Pvt. Ltd.
203, Siri Sampada Hi-Tech, Kavuri Hills, Madhapur, Hyderabad, AP, India | Phone: +91 40
49325555 | www.deepijatel.com
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

Table of Contents
1. User Login webservice:.................................................................................................... 3
2. User Logout:..................................................................................................................... 5
3. Click toCall:...................................................................................................................... 6
4. EndCall:............................................................................................................................ 8
5. ReadyAgent:..................................................................................................................... 9
6.0. Call Transfer to Agent................................................................................................. 10
7.0 Call Transfer toQueue.................................................................................................. 12
7.1 Get List of QueueNames........................................................................................... 12
7.2 Call Transfer toQueue............................................................................................... 13
8.0 Call Transfer to Process............................................................................................... 14
8.1 Get List of Process Names......................................................................................... 15
8.2 Call Transfer toProcess............................................................................................. 16
9.0 User Creation............................................................................................................... 17
9.1 Add User.................................................................................................................... 17
9.2 ModifyUser................................................................................................................ 18
9.3 Active_Deactive_User................................................................................................ 19
10. DataUpload:.................................................................................................................. 20
11. SetFollowup:................................................................................................................. 22
12. DNC.............................................................................................................................. 24
12.1 Add DNC:.................................................................................................................. 24
12.2 Delete DNC............................................................................................................... 25
13. Break............................................................................................................................ 26
13.1 AddBreak.................................................................................................................. 26
13.2 ModifyBreak:............................................................................................................ 27
13.3 Delete Break............................................................................................................. 28
13.4 goto Break:............................................................................................................... 31
14.0 Redial......................................................................................................................... 32
15. CallBarging/Whisper.................................................................................................... 33
15.1 CallBarging.............................................................................................................. 33
15.2 Callwhisper:............................................................................................................. 34
16.0 CallHold/Un-hold........................................................................................................ 35
16.1 CallHold................................................................................................................... 35
16.2 Unhold:.................................................................................................................... 36
17.0 External Conference API upto four party:..................................................................38
18.0 Call Status:................................................................................................................. 39
19.0 External CRM Integration…………………………………………………………………39

Document Amendment History

Rev # Description Version Person Responsible Date
CC001 Initial Document V3.2 Manoj Kumar 08/11/2019
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

1. User Login webservice:

 For Login API integration, we will pass parameters like username, password, station
number and you need to call our API with above parameters at your end to login in
ConVox.

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body
"action" : "LOGINUSER",
"user_type" : "Agent",
"username" :
"agent1",
"password" : "1234",
"station" : "1001",
"refno" : "123456789"
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : FAILED
[MESSAGE] : Asterisk Server 192.168.1.94 is
not Running.
[refno] : 123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : SUCCESS
[MESSAGE] : Congarats Success Fully
Logged In. [refno] : 123456789
)
Reference
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

Response code Success Code For Login User API

--------------------------------
LI000-Congarats Success Fully Logged In.

Error Codes For Login User API

------------------------------
LI001-Data Type error(dynamic error on request
parameters data type)
LI002-Username/Password should not be
empty. LI003-Invalid Username or
Password.
LI004-Agent agent1 is not a Active User, Please
Contact Administrator.
LI005-Not Logged In, Because agent1 is
SUPERVISOR LI006-This User is not Related To
This Server Please Login From Respected Web
Server.
LI007-Station should not be empty.
LI008-QueuesNotAssignedtothisAgent,PleaseContact
Administrator.
LI009-Process Not Assigned to thisAgent,PleaseContact
Administrator.
LI010-
InvalidProcessAssignedtothisAgent,PleaseContact
Administrator.
LI011-Inactive Process Assigned to this Agent,
Please Contact Administrator.
LI012-Queues of ConVox_Process are Not Assigned
to this Agent, Please Contact Administrator.
LI013-Station is not available.
LI014-Agent "agent1" already loggedin with
station. LI015-Agent "agent1" already loggedin
with station 1001. LI016-Asterisk Server
192.168.1.94 is not Running.
LI017-Station (X-Lite / Softphone / IP-Phone)
1002 is not registered in Asterisk Server
192.168.1.94.
LI018-Invalid User Type.
LI019-Agent is not
Logged-in..
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

2. User Logout:

For Logout API integration, we will pass parameters like username and you need
to call our API with above parameter at your end.

Success Resonse:
stdClass
Object
(
[STATUS] : SUCCESS
[MESSAGE] : User Successfully
Loggedout. [refno] : 123456789
)

Reference
Response code Success Code for Logout User API
--------------------------------
LO000-User Successfully Loggedout.

Error Codes For Logout User API

-------------------------------
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

LO001-Data Type error(dynamic error on request

parameters data type)
LO002-This User is not Logged-in.
LO003-You Cannot Logout Since This User is
WRAPUP/RINGING/ONCALL/DIALING

3. Click toCall:

 An URL will be provided, that needs to be called on clicking on a number in

Customer’s CRM. Once the URL is called with the appropriate parameters,
ConVox will generate a call.
 To allow Agent to initiate call between Agent & Customer from the CRM.

Success Resonse:
stdClass
Object (
[STATUS] : SUCCESS
[MESSAGE] : Call Placed.
[PHONE_NUMBER] :
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

XXXXXXXXXXXX
[PROCESS] xxxxxxxxxxxx
[LEAD_ID] xxxxxxxxxxxx
[refno] : 123456789
)
Reference
Response code Success Code For Call API
--------------------------
LO000-CallPlaced.

Error Codes For Call API

------------------------
CL001-Data Type error(dynamic error on request
parameters data type)
CL002-User and Phone Number must be
Mandatory. CL003-Requested Agent is not
available.
CL004-Requested Agent is not in IDLE
status. CL005-Agent is not Logged-in.
CL006-This number is added to DNC list.
CL007-NDNC Database Server is Not Accessing.
CL008-PRI Channel is not Available. Please try after
some time.
CL009-
PROCESS_NAME=ConVox_Process|
DIALING_TRUNK=1|T RUNK_MAX_LIMIT=1|
ADD_DIGITS=|TECHNOLOGY=SIP|
[email protected]

4. EndCall:
 In order to end/dispose the call you need to Call our URL with the
parameters, so that End call parameter will be saved into our database.
 While calling the End Call API, you can set for Follow Up.
 Based on Follow up time, system will instate the call

Content Type application/json

Body
"action" : "CLOSE",
"endcall_type" :"CLOSE",
"convoxid" : "19",
"disposition" : "Test",
"agent_id" : "agent1",
"mobile_number" :"1234,
"refno" : "123456789"
Response Failure Response:
____________

stdClass Object
(

[STATUS] : EC001
[MESSAGE] : Invalid ACTION! ACTION must be
either CLOSE/TRANSFER/EXTTRNSF.
[refno] : 123456789

)
Success Response:
____________

stdClass Object

(
[STATUS] : EC000
[MESSAGE] : Call Closed.
[refno] : 123456789
)
Reference
Response code Success Code For EndCall API
-----------------------------
EC000-Call Closed.

Error Codes For EndCall API

---------------------------
EC001-Invalid ACTION! ACTION must be either
CLOSE/TRANSFER/EXTTRNSF.
EC002-Please provide convoxid.
EC003-Agent status might be
MISSED/BREAK/IDLE. EC004-No agent
available with this ConVoxID.
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

5. ReadyAgent:
 We will give agent ready API, whenever agent click on ready we will capture and call
the API.
 To Allow Agent in Ready mode to take calls.

Body "action" : "READYAGENT",

"user" : "agent1",
"update_break" :
"NO", "refno" :
"123456789"

Response Failure Response:

-----------------
stdClass
Object (
[STATUS] : RA001
[MESSAGE] : Notice: Agent agent1 is not
Logged-in. [refno] : 123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : RA000
[MESSAGE] : Agent is in idle
state. [refno] : 123456789
)
Reference
Response code Success Code For Ready Agent API
--------------------------------
RA000-Agent is in idle state.
Error Codes For Ready Agent API
-------------------------------
RA001-Notice: Agent agent1 is not
Logged-in. RA002-You Cannot Idle Since
This User is
WRAPUP/RINGING/ONCALL/DIALING
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

6.0. Call Transfer to Agent

 We will share one API to transfer the call from Agent to Agent, Agent to
Process and Agent to Queue.
 This API Allows to transfer the call to other Agents

6.1 Get List of AgentNames

Body "action" : "GETLIST",

"process_agent" :"ConVox_Process",
"user_agent" :"agent1",
"type" : "AGENT",
"refno" :
"123456789"
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : GL004
[MESSAGE] : Notice: Agent Should be in ONCALL
mode. [refno] : 123456789
)

Success Resonse:
----------------
stdClass
Object (
[STATUS] : GLA000
[MESSAGE] : agent3
[refno] : 123456789
)
Reference
Response code Success Code For GetList API(AGENT)
-----------------------------------
GLA000-agent3
Error Codes For GetList(AGENT) API
----------------------------------
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

GLOO1-No Agents Available for this Process.

GLOO4-Notice: Agent Should be in ONCALL
mode.

6.2 Call Transfer toAgent

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body
"action" : "CLOSE",
"endcall_type" :
"TRANSFER", "convoxid" :
"57",
"disposition" : "Test",
"agent_id" : "agent1",
"mobile_number" :
"1234",
"type" : "AGENT",
"transfer_to_agent_id" : "agent3",
"refno" : "123456789"
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : TR001
[MESSAGE] :
AgentNotInIdle~~. [refno] :
123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : TR000
[MESSAGE] : Call Transfered.
[refno] : 123456789
Reference

Response code Success Code For Transfer API(AGENT)

-----------------------------------
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

TR000-Call Transfered.

Error Codes For Transfer(AGENT) API

----------------------------------
TR001-AgentNotInIdle~agent3~BREAK.
TR002-Call not transfered, as agent is oncall State

7.0 CallTransfertoQueue
 We will share one API to transfer the call from Agent to Queue.
 This API Allows to transfer the call to other Queue

7.1 Get List of QueueNames

Success Resonse:
----------------
stdClass
Object (
[STATUS] : GLQ000
[MESSAGE] : test12345
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

[refno] : 123456789
)
Reference
Response code Success Code For GetList API(QUEUE)
-----------------------------------
GLQ000-SupportQ

Error Codes For GetList(QUEUE) API

----------------------------------
GLOO3-No Other Queues Available for this
Process. GLOO4-Notice: Agent Should be in
ONCALL mode.

7.2 Call Transfer toQueue

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body
"action" : "CLOSE",
"endcall_type" :
"TRANSFER", "convoxid" :
"57",
"disposition" : "Test",
"agent_id" : "agent1",
"mobile_number" :
"1234", "type" : "QUEUE",
"transfer_to_queue" :
"SuportQ", "refno" :
"123456789"
Response Failure Response:
----- --------
stdClass Object
(
[STATUS] : TR001
[MESSAGE] : TR001-
AgentNotInIdle~agent3~BREAK.[refno] :
123456789
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

)
Success Resonse:
(
[STATUS] : TR000
[MESSAGE] : [MESSAGE] : Call Transfered.
[refno] : 123456789
)

Reference
Response code Success Code For Transfer API(QUEUE)
-----------------------------------
TR000-Call Transfered.

Error Codes For Transfer(QUEUE) API

----------------------------------
TR001-AgentNotInIdle~agent3~BREAK.
TR002-Call not transfered, as agent is oncall State
8.0 Call Transfer to Process
 We will share one API to transfer the call from Agent to Queue.
 This API Allows to transfer the call to other Queue

8.1 Get List of Process Names

Success Resonse:
----------------
stdClass
Object (
[STATUS]:GLP00
0[MESSAGE] :
demo [refno] :
123456789
)
Reference
Response code Success Code For GetList API(PROCESS)
-----------------------------------
GLP000-demo

Error Codes For GetList(PROCESS) API

----------------------------------
GLOO2-No Other Processes Available.
GLOO4-Notice: Agent Should be in ONCALL mode.

8.2 Call Transfer toProcess

-----------------

stdClass
Object (
[STATUS] : TR001
[MESSAGE] :
AgentNotInIdle~~. [refno] :
123456789
)

Success Resonse:
----------------

stdClass
Object (
[STATUS] : TR000
[MESSAGE] : Call Transfered.
[refno] : 123456789
)
Reference
Response code Success Code For Transfer API(PROCESS)
-----------------------------------
TR000-Call Transfered.

Error Codes For Transfer(PROCESS) API

-------------------------------------
TR001-AgentNotInIdle~agent3~BREAK.
TR002-Call not transfered, as agent is oncall State

9.0 User Creation

 We will share User creation API, were you can create agent, activity & de-
activity and modify.
 This API allows to create the Users/delete/Modify(agents)

9.1 Add User

"user" : "agent3",
"agent_name" : "ravi",
"password" : "789123",
"active" : "Y",
"process" :
"ConVox_Process",
"show_recent_calls" : "N",
"enable_outbound" : "Y",
"refno" : "123456789"
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : AU005
[MESSAGE] : user agent3 has already
created. [refno] : 123456789
)

Success Resonse:
----------------
stdClass
Object (
[STATUS] : AU000
[MESSAGE] : USERAGENT agent6 is
CREATED. [refno] : 123456789
)
Reference
Response code Success Code For ADD USER API
-----------------------------
AU000-USERAGENT agent6 is CREATED.

Error Codes For ADD USER API

----------------------------------
AU001-Minimum 4 characters are required for
User Field AU002-Agent name field should not be
empty
AU003-Minimum 4 characters are required for
Password Field
AU004-Process does not exist
AU005-user agent3 has already created

9.2 ModifyUser

Description Sample
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :***********************************
HTTP Method POST.
Content Type application/json
Body
"action" :"MODIFYUSER",
"user_new" : "agent4",
"user" : "agent3",
"agent_name" : "ravi",
"password" : "789123",
"active" : "Y",
"process" :
"ConVox_Process",
"show_recent_calls" : "N",
"enable_outbound" : "Y",
"refno" : "123456789"
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : MU005
[MESSAGE] : user agent6 is not updated.
[refno] : 123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : MU000
[MESSAGE] : USERAGENT agent6 is updated.
[refno] : 123456789
)
Reference
Response code Success Code For MODIFY USER API
-----------------------------
MU000-USERAGENT agent6 is updated.

Error Codes For MODIFY USER API

----------------------------------
MU001-user field should not be
empty MU002-user agent7 does
not exist
MU003-Minimum 4 characters are required for
User Field MU004-Process does not exist
MU005-user agent3 is not updated
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

9.3 Active_Deactive_User

Response Failure Response:

-----------------
stdClass
Object (
[STATUS] : ADU004
[MESSAGE] : user agent3 has already in ACTIVE
mode. [refno] : 123456789
)

Success Resonse:
----------------
stdClass
Object (
[STATUS] : ADU000
[MESSAGE] : USERAGENT agent3 is
ACTIVE. [refno] : 123456789
)
Reference
Response code Success Code For ACTIVE_DEACTIVE USER API
-----------------------------------------
ADU000-USERAGENT agent3 is ACTIVE.

Error Codes For ACTIVE_DEACTIVE USER API

---------------------------------------
ADU001-user field should not be
empty ADU002-user agent7 does
not exist ADU003-Active field
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

should not be empty

ADU004-user agent4 has already in ACTIVE
mode ADU005-Invalid active filed value

10. DataUpload:

 You can upload the data from your CRM.

 We will give one API to insert the phone number in the list.
 Parameters like phone numbers, process name will be the mandatory parameters. You
can pass other parameters also.
 In ConVox admin interface, we will give option to choose the particular list and leads
will go in that list.
 Auto Dialling (predictive mode) will start or Preview Dialling.

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body Calling the DATA UPLOAD api for predictive
process
-----------------------------------------------------------------
------
{"action":"DATAUPLOAD","data":
[{"mobile":"897733232
2","info_1":"info1","info_2":"info2","info_3":"info3","in
f
o_4":"info4","info_5":"info5","dial_prefix":"102","prior
ity
":"10"}],"refno":"123456789","process":"ConVox_Pro
cess"}

Calling theDATAUPLOAD api for progressive

process(agentbased):
-----------------------------------------------------------------
-

{"action":"DATAUPLOAD","data":
[{"mobile":"897733232
2","agent_id":"agent1","info_1":"info1","info_2":"info2
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

","info_3":"info3","info_4":"info4","info_5":"info5","dia
l_prefix":"102","priority":"8"}],"refno":"123456789","
process":"ConVox_Process"}

Response Failure Response:

-----------------
stdClass
Object (
[STATUS] : DU004
[MESSAGE] : Improper mobile number or process
name. [refno] : 123456789
)

Success Resonse:
----------------
stdClass
Object (
[STATUS] : DU000
[MESSAGE] : Lead Inserted
Successfully. [refno] : 123456789
)
Reference
Response code Success Code For DATA UPLOAD API
-----------------------------------------
DU000-Lead Inserted Successfully.

Error Codes For DATA UPLOAD API

---------------------------------------
DU001-Process does not exist
DU002-Process does not exist in customer lead
settings DU003-Mobile Number should be
numeric
DU004-Agent id Should not be empty for
progressive process
DU005-Problem in Inserting the Lead
Details..… DU006-Improper mobile number
or process name

11. SetFollowup:

 We will provide a Follow up API.

 In Follow API, you need to pass parameters like Phone number, Agent ID,
Process name, and Scheduled call back Date/Time in IST format.
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

 In admin interface, we will give option to choose the particular list and leads
will go in that list.
 Auto dialing will start based on D/T.

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body
"action" : "CLOSE",
"endcall_type" :
"CLOSE", "convoxid" :
"80",
"disposition" :"Test","agent
_id" : "agent1",
"mobile_number" : "1234",
"set_followUp" : "Y",
"callback_date" :"2017-10-
14",
"callback_hrs" : "14",
"callback_mins" : "10",
"refno" : "123456789"
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : CB001
[MESSAGE] : Followup Date/hour/mins cannot be
empty. [refno] : 123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : CB000
[MESSAGE] : Set FollowUp Successfully.
[refno] : 123456789
)
stdClass
Object (
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

[STATUS] : EC000
[MESSAGE] : Call Closed.
[refno] : 123456789
)
Reference
Response code Success Code For SET FOLLOWUP API
-----------------------------------------
CB000-Set FollowUp Successfully.
Error Codes For SET FOLLOWUP API
---------------------------------------
CB001-Followup Date/hour/mins cannot be empty.
CB002-incorrect date format
CB003-Followup Date cannot be past date
CB004-Improper Call Back Hours/Minutes

12. DNC
We will share the Block Call(DNC)API, whenever agent calls block call number we
will not allow the call from going through convox application.

12.1 Add DNC:

This API allows to Add/Delete DNC number in ConVox

stdClass Object
(

[STATUS] : DNC006
[MESSAGE] : invalid phone number.
[refno] : 123456789

)
Success Response:
____________

stdClass Object

(
[STATUS] : DNC000
[MESSAGE] :
8977332322,9874562314,9632587456,985689568
7 NUMBERS Inserted Successfully.
[refno] : 123456789
)
Reference
Response code

12.2 Delete DNC

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.

Content Type application/json

Body
"action" : "DNC",
"operation" : "delete",
"phone_number" :
"8977332322,9874562314,9632587456,9856895687"
,
"refno" : "123456789",
Response Failure Response:
-----------------
stdClass
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

Object (
[STATUS] : DNC006
[MESSAGE] : invalid phone number.
[refno] : 123456789
)
Success Resonse:
----------------

stdClass
Object (
[STATUS] : DNC000
[MESSAGE] :
8977332322,9874562314,9632587456,9856895687
NUMBERS Deleted Successfully.
[refno] : 123456789
)
Reference
Response code Success Code For DNC
--------------------
DNC000-8977332322,8977332321 NUMBERS
Inserted
Successfully

Error Codes For DNC

-------------------
DNC001-invalid operationtype
DNC002-Phone Number 89773323RA should be
numeric
DNC003-phonenumber 8977332322 already exists
DNC004-phonenumber 8977332322doesnotexistsDNC005-invalid
phone number

13. Break
 We will give agent break API, whenever agent take break we will capture and
call the API.
 This API Allows to Add/modify/delete/ Break.

13.1 AddBreak

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body
"action" : "BREAK",
"operation" : "add",
"process_name" : "ConVox_Process",
"break_name" : "lunch",
"break_time" : "13:00:00",
"break_description" : "lunch
break",
"assigned_to_process" : "Y",
"refno" : "123456789"
Response Failure Response:
____________

stdClass Object
(

[STATUS] : BR003
[MESSAGE] :
break_name/break_description/break_time should
not be empty.
[refno] : 123456789

)
Success Response:
____________

stdClass Object

(
[STATUS] : BR000
[MESSAGE] : BREAK ADDED Successfully.
[refno] : 123456789
)
Reference
Response code

13.2 ModifyBreak:
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token : ***********************************
HTTP Method POST.
Content Type application/json
Body
"action" : "BREAK",
"operation" : "modify",
"process_name" : "ConVox_Process",
"break_name" : "lunch",
"new_break" : "tea",
"new_process" : "ConVox_Process",
"break_description" : "tea break",
"break_time" : "13:00:00",
"assigned_to_process" : "Y",
"refno" : "123456789"
Response Failure Response:
__________
stdClass Object
(
[STATUS] : BR004
[MESSAGE] : invalid break time.
[refno] : 123456789
)
Success Resonse:
__________
(
[STATUS] : BR000
[MESSAGE] : BREAK UPDATED Successfully.
[refno] : 123456789
)

Reference
Response code

13.3 Delete Break

Description Sample
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body
"action" :
"BREAK",
"operation" :
"delete",
"process_name" : "ConVox_Process",
"break_name" : "lunch",
"refno" : "123456789"
Response Failure Response:
__________
stdClass Object
(
[STATUS] : BR009
[MESSAGE] : break_name should not be empty.
[refno] : 123456789
)
Success Resonse:
__________
(
[STATUS] : BR000
[MESSAGE] : BREAK DELETED Successfully.
[refno] : 123456789
)
Reference
Response code

14.1 BreakList:

HTTP Method POST.

Content Type application/json
Body
"action" : "BREAK",
"operation" :
"breaks_list",
"process_name" :
"ConVox_Process", "refno" :
"123456789"
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : BR017
[MESSAGE] : invalid process name.
[refno] : 123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : BR000
[MESSAGE] : tea,lunch.
[refno] : 123456789
)
Reference
Response code Success Code For BREAK
----------------------
BR000-BREAK ADDED Successfully
BR000-BREAK UPDATED Successfully
BR000-tea Break Successfully updated
the process:ConVox_Process
BR000-BREAK DELETED
Successfully
BR000-tea,lunch,dinner
BR000-agent1 in tea break.

Error Codes For BREAK

---------------------
BR001-process should not be empty
BR002-operation name should not be empty
BR003-break_name/break_description/break_time
should not be empty
BR004-invalid break time
BR005-break already exists with
this process:Convox_Process
BR006-
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

break_name/break_description/break_time/
new_break/new_ process should not be empty
BR007-new_process does not exists
BR008-break tea not assigned to
Convox_Process BR009-break does not
exists
BR010-break_name should not be
empty BR011-agent_id should not
be empty
BR012-agent cannot goto break when agent in
wrapup state BR013-Notice: Agent agent1 is not
Logged-in.
BR014-No breaks available for this
process. BR015-Invalid break name.
BR016-invalid process
name. BR017-Invalid
operation name.
BR018-Process does not
exists

13.4 goto Break:

This API allows if agents to go to break

stdClass Object
(
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

[STATUS] : BR015
[MESSAGE] : Invalid break name.
[refno] : 123456789

)
Success Response:
____________

stdClass Object

(
[STATUS] : BR000
[MESSAGE] : agent1 in lunch break.
[refno] : 123456789
)
Reference
Response code

14.0 Redial

 We will share the Redial API, whenever agent click on redial button then we
will call the API.
 This API Allows to Redial customer number again.

Response Failure Response:

-----------------
stdClass
Object (
[STATUS] : RD002
[MESSAGE] : Notice: Redial Call should made in
WRAPUP state only.
[refno] : 123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : RD000
[MESSAGE] : Redialed this Number:18977332322
Successfully.
[refno] : 123456789
)
Reference
Response code Success Code For BREAK
----------------------
RD000-Redialed this Number:8977332322
Successfully. Error Codes For BREAK
---------------------
RD001-Notice: Agent agent1 is not Logged-in.
RD002-Notice: Redial Call should made in WRAPUP
state only.
RD003-Notice: Phone Number should not be
empty for Redial.
RD004-User and Phone Number must be
Mandatory. RD005-Requested Agent is not
available.
RD006-Requested Agent is not in IDLE
status. RD007-ERROR : This number is added
to DNC list.
RD008-ERROR : This number is added to NDNC
list. RD009-ERROR:NDNC Database Server is Not
Accessing. RD010-ERROR : PRI Channel is not
Available. Please try after some time.
RD011-ERROR :$asterisk_variables.

15. CallBarging/Whisper
 We will give one API to Barging the call.
 Parameters like Supervisor Extension number, Agent id.
 Supervisor will Register with one extension number in xlite.
 Call Barging will be done in internal only(Just hearing the conversation.).
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

 Whispering Mode (Supervisor can speak with agent but not customer.

15.1 CallBarging
Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body "action" : "BARGING",
"agent_id" : "agent1",
"operation" : "barging",
"station" : "502",
"refno" : "123456789",
Response Failure Response:
stdClass Object
(
[STATUS] : BRG002
[MESSAGE] : Please provide agentid.
[refno] : 123456789
)
Success Resonse:
___________
stdClass Object
(
[STATUS] : BRG002
[MESSAGE] : Your barging Request has been
Initiated successfully
[refno] : 123456789
)
Reference
Response code
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

15.2 Callwhisper:

Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body
"action" :
"BARGING",
"agent_id" : "agent1",
"operation" :
"whisper", "station" :
"502",
"refno" : "123456789",
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : BRG002
[MESSAGE] : Please provide agentid.
[refno] : 123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : BRG000
[MESSAGE] : Your whisper Request has been
Initiated successfully.
[refno] : 123456789
)
Reference
Response code Success Code For DATA BARGING API
-----------------------------------------
BRG000-Yourbarging Request has been
Initiated successfully.
BRG000-Yourwhisper Request has been
Initiated successfully.

Error Codes For BARGING API

ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

---------------------------------------
BRG001-Please enter the
operation BRG002-Please
provide agentid
BRG003-Please Provide Supervisor Station
BRG004-Agent agent1 should be in ONCALL
mode. BRG005-station 1001 is not in active.
16.0 CallHold/Un-hold
 We will give one API for Hold Duration.
 Whenever agent clicks on Hold button, we have to call the Hold API.
 Whenever agent clicks on Unhold button, we have to call the Unhold API.
 Whenever agent click on Hold & Unhold button the we have capture Duration

16.1 CallHold
Description Sample
URL "http://192.168.1.94/ConVoxCCS/External/
external_dialer.php"
Headers access_token :
***********************************
HTTP Method POST.
Content Type application/json
Body
"action" : "HOLD",
"user_id" :
"agent1", "refno" :
"123456789"
Response Failure Response:
-----------------
stdClass
Object (
[STATUS] : HOLD001
[MESSAGE] : agent agent1 not in oncall/already
in hold mode.
[refno] : 123456789
)

Success Resonse:
----------------
stdClass
Object (
[STATUS] : HOLD000
[MESSAGE] : agent1 is on hold
mode [refno] : 123456789
)
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

Reference
Response code Success Code For HOLD API
-----------------------------------------
HOLD000- agent1 is on hold mode

Error Codes For HOLD API

---------------------------------------
HOLD001-agent agent1 not in oncall/already in hold
mode

16.2 Unhold:

stdClass
Object (
[STATUS] : UNHOLD001
[MESSAGE] : agent agent1 not in oncall/not in hold
mode. [refno] : 123456789
)
Success Resonse:
----------------
stdClass
Object (
[STATUS] : UNHOLD000
[MESSAGE] : agent1 is in unhold
mode [refno] : 123456789
)
Reference
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

Response code Success Code For UNHOLD API

-----------------------------------------
UNHOLD000- agent 1 is unhold mode

Error Codes For UNHOLD API

---------------------------------------
UNHOLD001-agent1 not in oncall/not in hold mode

17.0 External Conference API upto four party:

 We will share External Conference API, were you need to pass Agent_id, operation
(call), Thirdparty_no.
 This API allows to take conference call uto four party.

Description Sample

{"action":"EXTERNAL_CONFERENCE","agent_id":"a
gent1","
operation":"CONFERENCE","refno":"12345465"}

{"action":"EXTERNAL_CONFERENCE","agent_id":"a
gent1","
operation":"TRANSFER","refno":"12345465"}
Response Failure Response:
-----------------
stdClass Object
(
[STATUS] : EXCONF003
[MESSAGE] : agent agent1 not in oncall.
[refno] : 123456789
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

Success Response:
-----------------
stdClass Object
(
[STATUS] : EXCONF000
[MESSAGE] : Third Party Number Dialed
Successfully
[refno] : 123456789
)
Reference
Response code Success Code for Conference
--------------------------------
EXCONF000-Third Party Number Dialed
Successfully. EXCONF000-CONFERENCE done
Successfully.
EXCONF000-TRANSFER done Successfully.

Error Codes For Conference

-------------------------------
EXCONF001-agent id should not be empty.
EXCONF002-operation field should not be
empty. EXCONF003-agent agent1 not in
oncall.
EXCONF004-You are not able to make a call without
agent. EXCONF005-third party number should not
be empty.
EXCONF006-line2 is not in idle state.
EXCONF007-Add to Conference is not Possible
without Agent.
EXCONF008-Customer1 is not in
oncall. EXCONF009-line2 is not
created.
EXCONF0010-Customer1 Channel is not
Available. EXCONF0011-Customer2 Channel
is not Available.

18.0 Call Status: (given by customer)

Connected/ Not Connected calls, we will send the call status through the API.
Parameters Name:
MOBILE_NO (Mobile number)
USER_ID (Agent Id)
CALL_MODE (Call Mode its predictive/inbound/outbound)
ConVox API’s Document
Date: 08/11/2019 Author: Manoj Kumar

CALL_STATUS (Call Status its Connected/not connected)

CALL_DATE (Call Date)
CALL_HOUR (Call Hour)
CALL_MINUTE (Call Minute)
CALL_DURATION (Call Duration)
QUEUE_NAME
QUEUE_DURATION
RING_DURATION
COMPLETED_BY
FOLLOWUP_TIME
STATION
LIST_ID
DID
LEAD_ID (CONVOXID)
CALL_REFERENCE_ID
DISPOSITION
PROCESS_NAME
RECORDING_FILE_NAME (Recording file path)
Note: These are the parameters which you have create an API, then you have to share us
and we will configure in convox server.

19. External CRM Integration:(given by customer)

 We will request your URL for integrating your CRM in our application. Based on the
requested parameter like Phone number or Mobile number. Data will pop up on the
CRM from your database. Kindly share your URL to integrate with convox
application.
 In order to end/dispose the call you need to Call our URL with the parameters, so
that End call parameter will be saved into our database.

******************END***********************