Supervisor Calls Methods

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 Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	The Service to search for non-attempted manual calls

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

nonAttemptedManualCalls

Array

Yes

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

Attribute	Type	Mandatory?	Description
transactionId	Integer	Yes	Account 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.
phoneNumber	String	Yes	Phone number that was sent along with the transactionId via LaunchManualCall API
reason	String	Yes	The reason for not attempting the transaction.
errorCode	Integer	Yes	A unique error code representing various reasons for not attempting the transaction.
timeOfFailure	Date	Yes	Date 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
440	Busy
486	Busy
999	Outside of allowable dialing window
998	Outside of allowable dialing window
799	No agents available to dial
899	Invalid phone number
900	Call disabled
901	Call exceeds queued
902	Call invalid queued
1000	Phone number on DNC list
601	Max attempts reached for account
602	No account information available
603	Account attempts PK violation
604	Account unknown status
605	Account default
606	Account undefined status
607	Account number on DNC list
9999	Invalid dialing sequence, please contact support
9998	Campaign is not available
9997	Campaign 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 Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	The Service ID to retrieve queue stats for

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
availableAgents	Integer	Yes	Current number of agents available to handle calls from the queue.
callsOnHold	Integer	Yes	Current number of calls in the hold queue (i.e. calls connected to a consumer and waiting to be transferred to an agent).
callsToBeLaunched	Integer	Yes	Current number of calls in queue, waiting to be launched.
callsInProgress	Integer	Yes	Current number of calls in progress (i.e. that have been launched).
maxAgents	Integer	Yes	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 Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	The Service to launch the call on.

Body:

Key

Type

Mandatory?

Description

callEntry

Array

Yes

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

Key	Type	Mandatory?	Description
transactionId	Integer (ID)	No	Account 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.
phoneNumber	String	Yes	The phone number to dial.
account	String	No	The account number of the call.
callerId	String	No	The caller ID to use for the call.
templateId	Integer	No	The template ID to use for the call.
dialingTimeout	Integer	No	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 Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	Identifier of the Service to schedule the callback for.

Body:

Key

Type

Mandatory?

Description

transactionId

Integer

No

Transaction ID.

phoneNumber

String

Yes

Phone number to dial

account

String

No

Account number for the call

agentLoginId

String

No

Agent Login ID

date

DateTime

No

Date and Time to launch the call

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

timeZone

String

No

Valid values are mentioned below

Key	Detail
ET	Eastern Time
CT	Central Time
MT	Mountain Time
PT	Pacific Time
AT	Alaska Time
HI	Hawaiian

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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Supervisor Calls Methods

Get Non Attempted Manual Calls

Get Queue Stats

Launch Manual Calls

Schedule Callback

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