The supervisor calls category provides upper-level users such as supervisors to launch manual calls, get non-attempted manual calls, and schedule callbacks.

Get Non Attempted Manual Calls

Description: This method is used to retrieve transactions that were not attempted to dial with the reason for failure.

User Roles: Sysadmin, Superuser, or Manager

Method: GET /callControl/supervisor/calls/{serviceId}/GetNonAttemptedManualCalls

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
serviceIdserviceIdInteger (ID)YesThe Service to search for non-attempted manual calls

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

nonAttemptedManualCalls

ArrayYes

Provides information for each of the transactions requested to dial via LaunchManualCall API that failed to dial.

AttributeTypeMandatory?Description
transactionIdIntegerYesAccount Transaction ID associated with a LiveVox campaign. The Account Transaction ID binds the campaign with an account and one or more phone numbers to dial for that account.
phoneNumberStringYesPhone number that was sent along with the transactionId via LaunchManualCall API
reasonStringYesThe reason for not attempting the transaction.
errorCodeIntegerYesA unique error code representing various reasons for not attempting the transaction.
timeOfFailureDateYesDate and time when the transaction received error

Following is the list of error codes/reasons that can be returned with non attempted manual calls.

Error Code

Reason

440Busy
486Busy
999Outside of allowable dialing window
998Outside of allowable dialing window
799No agents available to dial
899Invalid phone number
900Call disabled
901Call exceeds queued
902Call invalid queued
1000Phone number on DNC list
601Max attempts reached for account
602No account information available
603Account attempts PK violation
604Account unknown status
605Account default
606Account undefined status
607Account number on DNC list
9999Invalid dialing sequence, please contact support
9998Campaign is not available
9997Campaign inactive.

Get a list of calls that were not attempted and the reason why

#Request (JSON)
GET /callControl/supervisor/calls/50123/GetNonAttemptedManualCalls
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
200 OK
Content-Type: application/json
 
{
  "nonAttemptedManualCalls": [
    {
      "transactionId": "27460618101",
      "phoneNumber": "6503517524",
      "reason": "Outside of allowable dialing window",
      "errorCode": "998",
      "timeOfFailure": "2014-02-06T14:44:02.2"
    }
  ]
}
CODE

Get Queue Stats

Description: This method is used to get a current snapshot of queue statistics from the LiveVox ACD.

User Roles: Sysadmin, Superuser, or Manager

Method: GET /callControl/supervisor/calls/queue/{serviceId}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
serviceIdserviceIdInteger (ID)YesThe Service ID to retrieve queue stats for

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
availableAgentsIntegerYes

Current number of agents available to handle calls from the queue.

callsOnHoldIntegerYes

Current number of calls in the hold queue (i.e. calls connected to a consumer and waiting to be transferred to an agent).

callsToBeLaunchedIntegerYes

Current number of calls in queue, waiting to be launched.

callsInProgressIntegerYes

Current number of calls in progress (i.e. that have been launched).

maxAgentsIntegerYes

Current number of agents logged into the queue (service).

Retrieve current snapshot of queue statistics

#Request (JSON)
GET /callControl/supervisor/calls/queue/21429
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
200 OK
Content-Type: application/json
 
{
   "availableAgents": 7,
   "callsOnHold": 2,
   "callsToBeLaunched": 14,
   "callsInProgress": 8,
   "maxAgents": 26
}
CODE

Launch Manual Calls

Description: This method is used to launch calls on the LiveVox ACD.

User Roles: Sysadmin, Superuser, or Manager

Note: If the Service in the request is on a non-automated queuer (usually reserved for manual, HCI, preview services) the call will not be launched and an error will be returned.

Method: POST /callControl/supervisor/calls/{serviceId}/LaunchManualCalls

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
serviceIdserviceIdInteger (ID)YesThe Service to launch the call on.

Body:

KeyTypeMandatory?Description
callEntryArrayYes

Provides information for each of the transactions requested to dial via the LaunchManualCalls API.

KeyTypeMandatory?Description
transactionIdInteger (ID)NoAccount Transaction ID associated with a LiveVox campaign. The Account Transaction ID binds the campaign with an account and one or more phone numbers to dial for that account. If the transaction ID is missing, LiveVox will create one before launching the call.
phoneNumberStringYesThe phone number to dial.
accountStringNoThe account number of the call.
callerIdStringNoThe caller ID to use for the call.
templateIdIntegerNoThe template ID to use for the call.
dialingTimeoutIntegerNo

The time in seconds that a manual call stays active, if for any reason the call does not go out during this time (i.e. there are no agents available to take the call) it won't be dialed and the record will be returned in the Get Non Attempted Manual Calls method.

Note: If dailingTimeout is not passed the call will not have timeout.

Response Code: 200 OK

Body:

None

Provide a list of calls to be launched by the LiveVox ACD

#Request (JSON)
POST /callControl/supervisor/calls/21429/LaunchManualCalls
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "callEntry": [
    {
      "phoneNumber": "4152057483",
      "account": "123456",
    },
    {
      "phoneNumber": "4086462133",
      "dialingTimeout": "60"
    },
    {
      "phoneNumber": "4157667320"
    }
  ]
}
 
#Response
204 No Content
CODE

Schedule Callback

Description: This method is used to schedule a callback on the LiveVox ACD.

User Roles: Sysadmin, Superuser, Manager, or Agent

Method: POST /callControl/supervisor/calls/{serviceId}/ScheduleCallback

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
serviceIdserviceIdInteger (ID)YesIdentifier of the Service to schedule the callback for.

Body:

KeyTypeMandatory?Description
transactionIdIntegerNoTransaction ID.
phoneNumberStringYesPhone number to dial
accountStringNoAccount number for the call
agentLoginIdStringNoAgent Login ID
dateDateTimeNo

Date and Time to launch the call

 If date and time is not included, then the call will be scheduled immediately. 

timeZoneStringNo

Valid values are mentioned below

KeyDetail
ETEastern Time
CTCentral Time
MTMountain Time
PTPacific Time
ATAlaska Time
HIHawaiian

Response Code: 204 No Content

Body:

None

Schedule Callback

#Request (JSON)
POST /callControl/supervisor/calls/112231/ScheduleCallback
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
   "phoneNumber": "4158149720",
   "account": "1234",
   "date": "1549398063000"
}
 
#Response
204 No Content
CODE

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