Agent API Methods

The Agent APIs provide various functionality to agents, from logging in and changing state to controlling calls and initiating transfers. The categories listed below are for organizational purposes only.

Call Acceptance

The Call Acceptance APIs support the ability to accept, reject or send a call to voicemail.

Accept Call

Description: Used by an Agent to accept a call when the call acceptance feature is enabled.

User Roles: Agent

Method: POST /callControl/agent/customer/call/accept[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is accepting, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Accept Call

#Request
POST /callControl/agent/customer/call/accept?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Reject Call

Description: Used by an Agent to reject a call when the call acceptance feature is enabled.

User Roles: Agent

Method: POST /callControl/agent/customer/call/reject[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is rejecting, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Reject Call

#Request
POST /callControl/agent/customer/call/reject?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Send To Voicemail

Description: Used by an Agent to send a call to the Agent's voicemail.

User Roles: Agent

Method: POST /callControl/agent/customer/call/sendToVoiceMail[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is sending to voicemail, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Send Call to Voicemail

#Request
POST /callControl/agent/customer/call/sendToVoiceMail?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Call Control

The Call Control APIs supports control over calls such as placing the call on hold, ending the call, saving a term code, etc.

End Call

Description: Allows an Agent to end the current call.

User Roles: Agent

Method: POST /callControl/agent/customer/call/end[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is ending, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

End Call

#Request
POST /callControl/agent/customer/call/switch?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Get Area Code

Description: Allows an Agent to get information about an area code.

User Roles: Agent

Method: GET /callControl/agent/areaCode?serviceId={serviceId}&phoneNumber={phoneNumber}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	ID of a Service on which agent wants to get the area code.
phoneNumber	phoneNumber	String	Yes	Phone number for which the agent wants to get the area code.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

startTime

Integer

Yes

Start time of the area code.

endTime

Integer

Yes

End time of the area code.

timeZone

Enum

Yes

Valid Time zone values are:

Time Zones
SAFE
AL
CHT
PT
MT
AT
CT
HI
UK
ET
GU

Get SIP Account Credentials

#Request (JSON)
GET /callControl/agent/areaCode?serviceId=38049&phoneNumber=6503517490
Accept: application/json
Host: localhost.com

#Response
200 OK
Content-Type: application/json

{"startTime":120,
 "endTime":1620,
 "timeZone":"PT"
}

CODE

Get Screen Pop Details

Description: Gets screen pop details.

User Roles: Agent

Method: GET /callControl/agent/screenpop[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

String

No

The line of the call which the Agent is getting screen pop values for, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

screenPopRow

Array

Yes

Array of screenpop details

Key	Type	Mandatory?	Description
key	String	Yes	Name of screenpop field.
value	String	Yes	Value of screenpop field.

Get Screen Pop Details

#Request (JSON)
GET /callControl/agent/screenpop
Host: localhost.com
Accept: application/json
 
#Response
200 OK
Content-Type: application/json
{
	"screenPopRow": [{
		"key": "FIRST NAME",
		"value": "LV"
	},
	{
		"key": "LAST NAME",
		"value": "SUP"
	},
	{
		"key": "ACCOUNT NUMBER",
		"value": "abc"
	},
	{
		"key": "PHONE DIALED",
		"value": "9174645253"
	},	
	{
		"key": "Call Direction",
		"value": "Outbound"
	},
	{
		"key": "Classification",
		"value": "Spanish"
	},	
	{
		"key": "Call Skill Name",
		"value": "Manual (Manual 4)"
	}]
}

CODE

Get Term Code

Description: Gets the term codes of a Service.

User Roles: Agent

Method: GET /callControl/agent/termCode[?serviceId={n}]

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
serviceId	n	Integer	No	Service ID.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

termCodeCategories

Array

Yes

An array of zero or more term code categories. Each term code category contains the following details:

Key Type Mandatory? Description

name String Yes Term code category name.

termCodes

Array

Yes

An array of zero or more term codes. Each term code contains following details:

Key Type Mandatory? Description

id String Yes Term code ID.

name String Yes Name of term code category.

lvResultId String Yes ID of TFH Result.

lvResult String Yes Name of TFH Result.

reportDisplayOrder Byte Yes Order of display.

previewDialEnabled Boolean Yes Whether preview dialing is enabled.

actionType

String

Yes

Valid values include:

Value	Description
RPC_WITH_PAYMENT	Right Party Connect - With Payment
RPC_WITHOUT_PAYMENT	Right Party Connect - Without Payment
WPC	Wrong Party Connect
OTHER	Other

paymentAmtRequired Boolean Yes If true, payment amount is required upon selecting a PTP term code.

Get term codes

#Request (JSON)
GET /callControl/agent/termCode?serviceId=113942
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
  "termCodeCategories": [
    {
      "termCodes": [
        {
          "id": "6004209",
          "name": "722",
          "lvResultId": "731",
          "lvResult": "AGENT - PTP Arranged",
          "reportDisplayOrder": 0,
          "previewDialEnabled": false,
          "actionType": "RPC_WITH_PAYMENT",
          "paymentAmtRequired": true
        }
      ],
      "name": "1 - PTP (RPC)"
    },
    {
      "termCodes": [
        {
          "id": "3873303",
          "name": "Attorney Handling",
          "lvResultId": "723",
          "lvResult": "AGENT - Attorney Handling",
          "reportDisplayOrder": 0,
          "previewDialEnabled": false,
          "actionType": "RPC_WITHOUT_PAYMENT",
          "paymentAmtRequired": false
        }
      ],
      "name": "PTP"
    }
  ]
}

XML

Hold Call

Description: Used by an Agent to put a call on hold.

User Roles: Agent

Method: POST /callControl/agent/customer/call/hold[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is placing on hold, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Put Current Call on Hold

#Request
POST /callControl/agent/customer/call/hold?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Manual Dial

Description: Used by an Agent to launch a manual call.

In some cases, you might receive a 204 response but the call was not launched. In that case, you can check the agentManualDialingFailedErrorCode and agentManualDialingFailedReason for the reason why it was unsuccessful. These fields are available in the Get Agent Status API method. For more information, see the Get Agent Status API method on this page.

User Roles: Agent

Method: POST /callControl/agent/customer/call/manual

Parameters:

None

Body:

Key	Type	Mandatory?	Description
phoneNumber	Integer	Yes	Phone number to be dialed.
account	String	No	Account number for the call.

Response Code: 204 No Content

Body:

None

Launch Manual Call

#Request (JSON)
POST /callControl/agent/customer/call/manual
Host: localhost.com
Content-Type: application/json
{
  "phoneNumber": "6503517524"
}

#Response
204 No Content

CODE

Manual Dial Ex

Description: Used by an Agent to launch a manual call. This is a newer version of the Manual Dial method and allows a zip code to be included for zip area mismatch.

In some cases, you might receive a 204 response but the call was not launched. In that case, you can check the agentManualDialingFailedErrorCode and agentManualDialingFailedReason for the reason why it was unsuccessful. These fields are available in the Get Agent Status API method. For more information, see the Get Agent Status API method on this page.

User Roles: Agent

Dependencies: ACD 3.1 or above.

Method: POST /callControl/agent/customer/call/manual/ex

Parameters:

None

Body:

Key	Type	Mandatory?	Description
phoneNumber	Integer	Yes	Phone number to be dialed.
account	String	No	Account number for the call.
zipCode	String	No	The zip code to be used for zip area mismatch.

Response Code: 204 No Content

Body:

None

Launch Manual Call

#Request (JSON)
POST /callControl/agent/customer/call/manual/ex
Host: localhost.com
Content-Type: application/json
{
  "phoneNumber": "6503517524",
  "zipCode": "94506"
}

#Response
204 No Content

CODE

Retrieve Call

Description: Used by an Agent to retrieve a call on hold.

User Roles: Agent

Method: POST /callControl/agent/customer/call/unhold[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is retrieving, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Retrieve the Call on Hold

#Request
POST /callControl/agent/cusotmer/call/unhold?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Save Term Code

Description: Used by an Agent to save the term code of the call.

User Roles: Agent

Method: PUT /callControl/agent/call/termCode[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

String

No

The line of the call which the Agent is saving the term code for, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

Key	Type	Mandatory?	Description
serviceId	Integer	No	Service ID.
callTransactionId	Integer	Yes	Call Transaction ID.
callSessionId	String	Yes	Call Session ID.
termCodeId	String	Yes	Term Code ID.
paymentAmt	String	No*	Payment amount. The `'paymentAmt'` property is sometimes required for categories such as Promise To Pay. To determine whether the `'paymentAmt'` property is required for a specific term code or not, you can use the Get Term Code method's `'paymentAmtRequired'` property.
account	String	No	Account number.
agentEnteredAccount	String	No	Agent entered account number. The `'agentEnteredAccount'` property is required when you want to change or update account numbers using third-party APIs or custom desktops.
notes	String	No	Notes.
phoneDialed	String	Yes	Phone dialed.
moveAgentToNotReady	Boolean	Yes	Whether the agent should be moved to not ready state after saving the termination code.
reasonCode	String	No	Valid values include: `Break` `Lunch` `Meeting` `Other` `Tech Difficulties` `Training` `Voice Mail`
immediateCallbackNumber	Integer	No	Immediate callback dialing number.

Response Code: 204 No Content

Body:

None

Save Term Code

#Request (JSON)
PUT /callControl/agent/call/termCode
Host: localhost.com
Accept: application/json
Content-Type: application/json

{
   "callTransactionId": "28348633945",
   "callSessionId": "U2C2B5T5409656A@10.40.88.125",
   "termCodeId": "1232944",
   "paymentAmt": "100",
   "account": "abcde",
   "agentEnteredAccount": "1234567",
   "phoneDialed": "6503517524",
   "moveAgentToNotReady": "true"
}


#Response
204 No Content

CODE

Call Recording Controls

The Call Recording Controls APIs supports the ending, pausing, and resuming of the call recording.

Call Recording End

Description: Ends the call recording.

User Roles: Agent

Method: POST /callControl/agent/callRecord/stop[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is ending the call recording, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

End Call Recording

#Request
POST /callControl/agent/callRecord/stop?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Call Recording Pause

Description: Pauses the call recording.

User Roles: Agent

Method: POST /callControl/agent/callRecord/pause[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is pausing the call recording, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Pause the Call Recording

#Request
POST /callControl/agent/callRecord/pause?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Call Recording Resume

Description: Resumes the call recording.

User Roles: Agent

Method: POST /callControl/agent/callRecord/resume[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent is resuming the call recording, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.

Body:

None

Response Code: 204 No Content

Body:

None

Resume Call Recording

#Request
POST /callControl/agent/callRecord/resume?lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Chat

The Chat APIs support the functions necessary to develop agent-to-agent chat capabilities. A chat between two agents is called a channel and a message is called a post.

Create a Channel

Description: Create a channel.

If you try to create a channel with an agent that already exists, the message is posted to the already existing channel.

User Roles: Agent

Method: POST /callControl/agent/chat/channel

Parameters:

None

Body:

Key	Type	Mandatory?	Description
agentId	Integer	Yes	The ID of the agent with whom you want to chat.
message	String	Yes	The message to post.

Response Code: 200

Body:

Key	Type	Mandatory?	Description
channelId	String	Yes	The ID of the chat channel.

Create a Channel with an Initial Post

#Request (JSON)
POST /callControl/agent/chat/channel
Host: localhost.com
Accept: application/json

{
  "message": "Hi Doc1",
  "id": 657105794
}

#Response
200 OK
Content-Type: application/json

{
  "channelId": "d5328ca6-10eb-4e95-80d9-f99baf9a64ed"
}

CODE

Send Post

Description: Send a post to an existing channel.

User Roles: Agent

Method: POST /callControl/agent/chat/channel/{id}/post

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	id	String	Yes	The ID of the channel where you want to post a message.

Body:

Key	Type	Mandatory?	Description
message	String	Yes	The message to post.

Response Code: 204 No Content

Body:

None

Send a Post to the Existing Channel

#Request (JSON)
POST /callControl/agent/chat/channel/fee19625-ad14-4c3a-a17b-ea7d6c91b479/post
Host: localhost.com
Accept: application/json

{
  "message": "Hello Agent3"
}


#Response
204 No Content

CODE

Send a Post to a non-Existing Channel

#Request (JSON)
POST /callControl/agent/chat/channel/fee19625-ad14-4c3a-a17b-ea7d6c91b419/post
Host: localhost.com
Accept: application/json

{
  "message": "Please come to desk"
}


#Response
500 Internal Server Error
Content-Type: application/json

{
  "code": 500,
  "message": "Please contact Livevox with this locator: ea9a4ed0-c2cc-440b-9fb3-d705da847662"
}

CODE

List Posts

Description: List posts in a channel.

User Roles: Agent

Method: GET /callControl/agent/chat/channel/{id}?page={n}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	id	String	Yes	Channel ID.
page	n	Integer	Yes	The page number. Your first request for posts must have a page number of 0 and subsequent requests must proceed in ascending order. That is, your second request must have a page of 1, 3rd request a page of 2 and so on. Alternatively, you can make your first request and then use the '`next`' property in the response to get to the next page. Once started, any new post does not affect the content of any page unless it restarts with 0. One page shows up to 20 posts maximum.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

Yes

A URI for the next page of entries. If next is not present, or blank, then there are no pages after this one.

posts

Array

Yes

An array of posts

Key	Type	Mandatory?	Description
postId	String	Yes	The identifier for this post.
fromName	String	Yes	Name of the sender of this item.
fromId	Long	Yes	The identifier of the sender of this item.
content	String	No	Content of the post.
unread	Boolean	Yes	Indicator of whether this post has been read by the recipient agent.
timestamp	Datetime	yes	The time at which the post sent.

List of Posts in a Channel

#Request (JSON)
GET /callControl/agent/chat/channel/fee19625-ad14-4c3a-a17b-ea7d6c91b479?page=0
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
  "posts": [
    {
      "postId": "1ece099f-8f0f-47a2-a0ab-3cb4566aa141",
      "fromName": "Agent1 Doc1",
      "fromId": 1783267,
      "content": "I am ok.",
      "read": false,
      "timestamp": 1647337651
    },
    {
      "postId": "2b9da884-cae7-459c-9ca2-c79ea9eeff7b",
      "fromName": "Agent3 Doc3",
      "fromId": 1783268,
      "content": "How are you doing?",
      "read": false,
      "timestamp": 1647337632
    },
    {
      "postId": "61483dc8-3a7c-4522-943d-623e4b336a33",
      "fromName": "Agent3 Doc3",
      "fromId": 1783268,
      "content": "Thank you!",
      "read": false,
      "timestamp": 1647337624
    },
    {
      "postId": "a5b36f4d-eaef-433d-ba69-eac522087acc",
      "fromName": "Agent3 Doc3",
      "fromId": 1783268,
      "content": "I am good",
      "read": false,
      "timestamp": 1647337619
    },
    {
      "postId": "6786f229-e92e-4353-a330-a2a6ac09a50b",
      "fromName": "Agent3 Doc3",
      "fromId": 1783268,
      "content": "Hey Agent1",
      "read": false,
      "timestamp": 1647337613
    },
    {
      "postId": "16fcc2a0-073c-4039-bc71-c5d8be116ad3",
      "fromName": "Agent1 Doc1",
      "fromId": 1783267,
      "content": "Hi Agent3, How are you? ",
      "read": false,
      "timestamp": 1647335438
    },
    {
      "postId": "b7bf1883-2a24-43b2-90ca-b339751d5861",
      "fromName": "Agent1 Doc1",
      "fromId": 1783267,
      "content": "Hi Agent3",
      "read": false,
      "timestamp": 1647335116
    },
    {
      "postId": "97120d7d-51b2-441e-b994-8659853abea7",
      "fromName": "Agent1 Doc1",
      "fromId": 1783267,
      "content": "Hi Agent3",
      "read": false,
      "timestamp": 1647335006
    },
    {
      "postId": "51e95843-6627-4419-b3f2-830a2e33fefa",
      "fromName": "Agent3 Doc3",
      "fromId": 1783268,
      "content": "Hi Agent1",
      "read": false,
      "timestamp": 1647334956
    }
  ]
}

CODE

List Posts in a non-Existing Channel

#Request (JSON)
GET /callControl/agent/chat/channel/d5328ca6-10eb-4e95-80d9-f99baf9a64ed?page=0
Host: localhost.com
Accept: application/json

#Response
400 Bad Request
Content-Type: application/json

{
  "code": 202,
  "message": "Post is not  found"
}

CODE

List Recent Channels

Description: List the most recent chats between the requesting agent and other agents.

The method displays information about 10 most recent channels.

User Roles: Agent

Method: GET /callControl/agent/chat/channel/recent

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

channels

Array

Yes

An array of channels

Key	Type	Mandatory?	Description
channelId	String	Yes	The ID of the channel.
channelName	String	No	Name of the channel that contains the first and last name of the agent who created the channel and the first and last name of the agent who received the channel. The channel name does not update if agent names are updated after they have created the channel.
unreadCount	Integer	Yes	Number of unread dialogue entries.
type	String	No	Type of channel.
userId	Integer	No	The ID of the other user (agent) if the agent is a single party.
userName	String	No	Full name of the other user (agent) if the agent is a single party.
lastPostTimestamp	Datetime	Yes	When the last post was posted.

Get Channel Details

#Request (JSON)
GET /callControl/agent/chat/channel/recent
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
  "channels": [
    {
      "channelId": "3c016551-6db9-411c-8e4e-31b98f6039a3",
      "channelName": "Agent1 Doc1-Agent Bbendale",
      "unreadCount": 1,
      "type": "AgentToAgent",
      "userId": 1197006,
      "userName": "Agent Bbendale",
      "lastPostTimestamp": 1647334571
    },
    {
      "channelId": "fee19625-ad14-4c3a-a17b-ea7d6c91b479",
      "channelName": "Agent3 Doc3-Agent1 Doc1",
      "unreadCount": 8,
      "type": "AgentToAgent",
      "userId": 1783268,
      "userName": "Agent3 Doc3",
      "lastPostTimestamp": 1647337632
    }
  ]
}

CODE

Find Channel

Description: Search the details of an existing channel by Agent ID.

User Roles: Agent

Method: POST /callControl/agent/chat/channel/search

Parameters:

None

Body:

Key	Type	Mandatory?	Description
agentId	Integer	Yes	The ID of the other agent in the channel.

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
channelId	String	No	The ID of the Channel.
channelName	String	No	Name of the channel that contains the first and last name of the agent who created the channel and the first and last name of the agent who received the channel. The channel name does not update if the agent names are updated after they have created the channel.
unreadCount	Integer	Yes	Number of unread dialogue entries.
type	String	No	Type of channel.
userId	Integer	Yes	The ID of the other user (agent) if the agent is a single party.
userName	String	No	Full name of the other user (agent) if the agent is a single party.
lastPostTimestamp	Datetime	Yes	When the last post was posted.

Get Channel Details

#Request (JSON)
POST /callControl/agent/chat/channel/search
Host: localhost.com
Accept: application/json
{
  "agentId": 1783268
}

#Response
200 OK
Content-Type: application/json  

{
  "channelId": "fee19625-ad14-4c3a-a17b-ea7d6c91b479",
  "channelName": "Agent3 Doc3-Agent1 Doc1",
  "unreadCount": 8,
  "type": "AgentToAgent",
  "userId": 1783268,
  "userName": "Agent3 Doc3",
  "lastPostTimestamp": 1647337632
}

CODE

Mark as Read

Description: Mark a post as read.

User Roles: Agent

Method: GET /callControl/agent/chat/post/{id}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	id	String	Yes	The ID of the post.

Body:

None

Response Code: 204 No Content

Body:

None

Mark a Post as Read

#Request (JSON)
GET /callControl/agent/chat/post/41f19864-edda-48a9-83d9-7c268fa1ff39
Host: localhost.com
Accept: application/json

#Response
204 No Content

CODE

Delete Post

Description: Delete a post.

User Roles: Agent

Method: DELETE /callControl/agent/chat/post/{id}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	id	String	Yes	The ID of the post.

Body:

None

Response Code: 204 No Content

Body:

None

Delete a Chat

#Request (JSON)
DELETE /callControl/agent/chat/post/e2c3794a-1142-47f5-88c7-a246e615f890
Host: localhost.com
Accept: application/json

#Response
204 No Content

CODE

Message

The Message APIs provide access to the pre-recorded messages configured for an agent.

Get Message

Description: Gets messages for an Agent.

User Roles: Agent

Method: GET /callControl/agent/messages

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

agentMessageId

Integer

No

Agent Message ID.

description

String

No

Description.

messages

Array

Yes

Array of phrase

Key

Type

Mandatory?

Description

messageId

Integer

Yes

Message ID.

phrase

String

Yes

Phrase Label.

prompt

String

Yes

Prompt content.

language

Integer

Yes

Language ID

ID	Value
1	Julie
2	Spanish

Get Agent Messages

#Request (JSON)
GET /callControl/agent/messages 
Accept: application/json
Host: localhost.com

#Response
{
   "messages":    [
            {
         "messageId": 100,
         "phrase": "Greeting",
         "prompt": "Hi dear customer, please be welcome to our company",
         "language": 1
      },
            {
         "messageId": 104,
         "phrase": "Company goal",
         "prompt": "Dear customer, our main goal is to communicate people with their beloved beings",
         "language": 1
      }
   ],
   "agentMessageId": 12345,
   "description": "Test messages"
}

CODE

Play Message

Description: Play a message to the caller.

User Roles: Agent

Method: POST /callControl/agent/message/play?agentMessageId={agentMessageId}&messageId={messageId}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
agentMessageId	agentMessageId	Integer	Yes	Agent Message ID.
messageId	messageId	Integer	Yes	Message ID.

Body:

None

Response Code: 204 No Content

Body:

None

Play Message

#Request (JSON)
POST /callControl/agent/message/play?agentMessageId=12345&messageId=100
Host: localhost.com

#Response
204 No Content

CODE

Stop Message

Description: Stops playing a message.

User Roles: Agent

Method: POST /callControl/agent/message/stop

Parameters:

None

Body:

None

Response Code: 204 No Content

Body:

None

Stop Message

#Request
POST /callControl/agent/message/stop
Host: localhost.com

#Response
204 No Content

CODE

Preview Dial

The Preview Dial APIs allow Agents to dial or skip preview dial calls.

Dial Preview Dial

Description: Dials a preview call.

In some cases, you might receive a 204 response but the call was not launched. In that case, you can check the previewDialingFailedErrorCode and previewDialingFailedReason for the reason why it was unsuccessful. These fields are available in the Get Agent Status API method. For more information, see the Get Agent Status API method on this page.

User Roles: Agent

Method: POST /callControl/agent/customer/call/preview/dial

Parameters:

None

Body:

Key	Type	Mandatory?	Description
transactionId	String	Yes	Transaction ID.
numberToDial	String	Yes	Number to dial.

Response Code: 204 No Content

Body:

None

Enqueue Preview Dial

#Request (JSON)
POST /callControl/agent/customer/call/preview/dial
Host: localhost.com
Content-Type: application/json

{ "numberToDial":"8565215238","transactionId":"31415762030" }
 
#Response
204 No Content

CODE

Skip Preview Dial

Description: Used to skip a preview dial call.

User Roles: Agent

Method: POST /callControl/agent/customer/call/preview/skip?transactionId={transactionId}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
transactionId	transactionId	String	Yes	Transaction ID.

Body:

None

Response Code: 204 No Content

Body:

None

Skip Preview Call

#Request
POST /callControl/agent/customer/call/preview/skip?transactionId=8565215238
Host: localhost.com

#Response
204 No Content

CODE

Service

The Service APIs provide the ability to join and leave Services as well as get information about Services.

Get Agent Desktop Stats

Description: Provides the desktop stats for an HCI Service.

User Roles: Agent

Method: GET /callControl/agent/service/stats

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

availableAgents

Integer

Yes

Available agents.

callsOnHold

Integer

Yes

Calls on hold.

remaining

Integer

Yes

Calls remaining.

cip

Integer

Yes

Calls In Progress.

totalAgents

Integer

Yes

Total Agents.

maxCallsOnHold

Integer

Yes

Maximum calls on hold.

maxCallsInProgress

Integer

Yes

Maximum calls in progress.

loaded

Integer

Yes

Records loaded.

hciQueueSize

Integer

Yes

Size of HCI queue.

holdGraphData

Object

Yes

Hold graph data

Key	Type	Mandatory?	Description
startTime	String	Yes	Start time of the graph data.
endTime	String	Yes	End time of the graph data.
data	String	Yes	Comma separated String of values.

agentAverageGraphData

Object

Yes

Agent average graph data

Key	Type	Mandatory?	Description
startTime	String	Yes	Start time of the graph data.
endTime	String	Yes	End time of the graph data.
data	String	Yes	Comma separated String of values.

Get Agent Desktop Stats

#Request (JSON)
GET /callControl/agent/service/stats
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
 "holdGraphData":{
	"startTime":"06:52",
	"endTime":"07:51",
	"data":"0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0,0"
	},
 "agentAverageGraphData":{
	"startTime":"07:22",
	"endTime":"07:51",
	"data":"0,0,0,23,0,0,0,0,0,0,0,0,792,0,111,0,0,0,0,0,0,0,0,0,0,0,1253,39,0,0"
	},
 "availableAgents":1,
 "callsOnHold":0,
 "remaining":4,
 "cip":0,
 "totalAgents":1,
 "maxCallsOnHold":150,
 "maxCallsInProgress":111,
 "loaded":6,
 "hciQueueSize":0
}

CODE

Get Details

Description: Provides feature configuration and availability for a Service.

User Roles: Agent

Method: GET /callControl/agent/service/features?serviceId={serviceId}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	ID of the Service which you want to retrieve the details for.

Body:

None

Response Code: 200 OK

Body:

Key Type Mandatory? Description

callInPhoneNumber String No For Agent At Ready In Services, the number on which agent has to dial.

features

Object

Yes

Details of the features currently available to the Agent

Key Type Mandatory? Description

agentNotesEnabled Boolean Yes Indicates whether agent notes is enabled.

agentToAgentTransferEnabled Boolean Yes Indicates whether the Agent to Agent Transfer options is enabled.

callRecordingControlEnabled Boolean Yes Indicates whether the call recording controllers (pause/resume/stop) are enabled.

reasonCodesEnabled Boolean Yes Indicates whether not ready break codes are enabled.

featureCode

Byte

Yes

Feature code of the Livevox ACD mode. The valid values are:

featureCode	Description
0	Non ACD
2	Agent At Ready Out
3	Manual
6	Agent At Ready In
7	Agent Call Out
8	HCI
9	Strict HCI

manualOptionEnabled Boolean Yes Indicates whether an agent has an option to dial manual calls on Agent at Ready Services.

manualPreviewButtonEnabled Boolean Yes Indicates whether manual option should be presented to Agent in preview dialog.

manualTransferEnabled Boolean Yes Indicates whether Manual Transfer options are enabled.

notReadyReasonCodes

Array

Yes

An array of reason code values. Valid values are:

Break
Lunch
Meeting
Other
Tech Difficulties
Training
Voice Mail

phoneBookTransferEnabled Boolean Yes Indicates whether Phone book transfer option is enabled.

confirmOnPreviewDial Boolean Yes Indicates whether to confirm the dial if agent chooses to dial the preview account.

previewDefaultAction String Yes Default action to perform once preview timeout expires.

previewTimeout Integer Yes Time allowed for an Agent to make a decision (dial/skip) for a preview call.

scheduledCallback

Byte

Yes

The schedule callback options available for a requested Service. Valid values are:

scheduledCallback	Description
3	Call only goes to the Agent who scheduled it.
2	Call goes to the Agent, if available. If the Agent is unavailable it will be pooled in the Service (or DRG as set for the service) and go to the next available Agent.
else	It will be pooled in the Service (or DRG as set for the service) and go to next available Agent.

scheduledCallbackPhoneReadOnly Boolean Yes Indicates whether an Agent is allowed to enter a callback phone number.

previewSkipEnabled Boolean Yes Indicates if the Agent is allowed to skip a preview call.

termCodeEnabled Boolean Yes Indicates whether termination codes are enabled.

transferOptionEnabled Boolean Yes Indicates whether the ability to transfer a call is enabled.

volumeControlEnabled Boolean Yes Indicates whether volume control is enabled.

lvzEnabled Boolean Yes Indicates whether the service is LVZ enabled.

lvScreenPopUrl String Yes The URL for the Services' ScreenPop.

strictAccountNumberEnabled Boolean Yes Indicates if an account number is required.

callInPinNumber String No For Agent At Ready In Services, the pin the Agent has to provide to login.

provideInstructions Boolean No Indicates whether an agent should be provided with login instructions.

clientId String No The Client ID.

clientCode String No The Client code.

serviceId String No The Service ID.

serviceDescription String No The description of the Service.

callCenterId Integer No Call Center ID.

callCenterName String No Call Center Name.

Get Details for a Service

#Request (JSON)
GET /callControl/agent/service/features?serviceId=22340 
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
"features": {
        "notReadyReasonCodes": null,
        "agentNotesEnabled"="true",
        "agentToAgentTransferEnabled": true,
        "callRecordingControlEnabled": true,
        "reasonCodesEnabled": false,
        "featureCode": 2,
        "manualOptionEnabled": true,
        "manualPreview": null,
        "manualPreviewButtonEnabled": false,
        "manualTransferEnabled": true,
        "phoneBookTransferEnabled": true,
        "confirmOnPreviewDial": false,
        "previewDefaultAction": "DIAL",
        "previewTimeout": 30,
        "scheduledCallback": 2,
        "scheduledCallbackPhoneReadOnly": false,
        "scheduledCallbackPreview": false,
        "previewSkipEnabled": true,
        "termCodeEnabled": true,
        "transferOptionEnabled": true,
        "volumeControlEnabled": true,
		"lvzEnabled": true,
		"lvScreenPopurl": "JSONScreenPop_ACDDev.jsp",
		"strictAccountNumberEnabled",:true
  },
    "callInPhoneNumber": null,
    "callInPinNumber": null,
    "provideInstructions": null,
	"clientId":"1234",
	"clientCode":"ACD210",
	"serviceId":"22340",
	"serviceDescription":"DIRECT-CALL"
    "callCenterId"=1623,
    "callCenterName"="Test Call Center"
}

CODE

Get Service Details

Description: This method is used by the Agent to get the list of services for which the Agent has access to. This method will return different results depending on whether or not the Agent is logged in and if they are, what type of Service they're logged into.

If an Agent has not joined a service, the system will return the full list of Services the agent can access.
If an Agent is logged into an HCI Service, they are returned only HCI Services they have access to. This is due to the fact that when you are logged into an HCI Service you are only allowed to switch to other HCI Services.
If an Agent is logged into a non-HCI Service, they are returned only non-HCI Services they have access to.

User Roles: Agent

Method: GET /callControl/agent/service/access

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

homeAgent

Boolean

Yes

Indicator if the Agent is a home agent.

phoneNumber

String

No

Phone number of the Agent.

services

Array

Yes

Array of Services the Agent has access to.

Key	Type	Mandatory?	Description
serviceId	Integer (ID)	Yes	ID of the Service.
serviceName	String	Yes	Name of the Service.

sipId

String

No

SIP ID for Agent

Get Service Details

#Request (JSON)
GET /callControl/agent/service/access
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "services":    [
            {
         "serviceId": 46014,
         "serviceName": "Omega_Manual_RT"
      },     
            {
         "serviceId": 22131,
         "serviceName": "AgentReg (Agent Call Out 7)"
      },
            {
         "serviceId": 22132,
         "serviceName": "Quick_Connect (Agent At Ready Out 2)"
      },       
            {
         "serviceId": 23068,
         "serviceName": "Preview_All"
      },
			{
         "serviceId": 52811,
         "serviceName": "HCI 2"
      },
            {
         "serviceId": 46797,
         "serviceName": "Omega_QC"
      }
   ],
   "homeAgent": true,
   "phoneNumber": "6503517524"
}

CODE

Join Service

Description: This method is used by an Agent to join a Service on the LiveVox ACD.

User Roles: Agent

Method: POST /callControl/agent/service/join?serviceId={serviceId}[&phoneNumber={phoneNumber}][&sipId={sipId}]

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	ID of the Service which the Agent wants to join.
phoneNumber	phoneNumber	String	No	Phone number on which the Agent receives a call. If the value is not provided Agent receives call for his configured number in LVP.
sipId	sipId	String	No	SIP ID for Agent.

Body:

None

Response Code: 204 No Content

Body:

None

Join a Service

#Request
POST /callControl/agent/service/join?serviceId=24322&phoneNumber=4155555555
Host: localhost.com
 
#Response
204 No Content

CODE

Leave Service

Description: Used by an Agent to leave a Service on the LiveVox ACD.

User Roles: Agent

Method: POST /callControl/agent/service/leave

Parameters:

None

Body:

None

Response Code: 204 No Content

Body:

None

Leave a Service

#Request
POST /callControl/agent/service/leave
Host: localhost.com

#Response
204 No Content

CODE

Switch Service

Description: Used by an Agent to switch the Service they are logged into.

User Roles: Agent

Method: POST /callControl/agent/service/switch?serviceId={serviceId}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	ID of the Service the Agent wants to switch to.

Body:

None

Response Code: 204 No Content

Body:

None

Move an Agent from one Service to Another

#Request
POST /callControl/agent/service/switch?serviceId={56746}
Host: localhost.com

#Response
204 No Content

CODE

Status

The Status APIs contain methods that allow for changing of an agents' status (i.e. going from ready to not ready).

Change To Not Ready

Description: Allows an Agent to change their current state to Not Ready on the ACD platform, Agent can also optionally select a reason code.

User Roles: Agent

Method: POST /callControl/agent/status/notReady[?reasonCode={reasonCode}]

Parameters:

Path/Query Parameter Name Variable Name Type Mandatory? Description

reasonCode

String

No

The reason why an Agent was in Not Ready, valid values are:

BREAK
LUNCH
MEETING
OTHER
TECH_DIFFICULTIES
TRAINING

Body:

None

Response Code: 204 No Content

Body:

None

Change Agent State to Not Ready

#Request
POST /callControl/agent/notReady?reasonCode=LUNCH
Host: localhost.com

#Response
204 No Content

CODE

Change To Manual Dial

Description: Allows an Agent to change their current state to Manual Dial on the ACD platform.

User Roles: Agent

Method: POST /callControl/agent/status/manualDial

Parameters:

None

Body:

None

Response Code: 204 No Content

Body:

None

Change Agent State to Manual Dial

#Request
POST /callControl/agent/status/manualDial
Host: localhost.com
 
#Response
204 No Content

CODE

Change to Ready

Description: Allows an Agent to change their current state to Ready on the ACD platform.

User Roles: Agent

Method: POST /callControl/agent/status/ready

Parameters:

None

Body:

None

Response Code: 204 No Content

Body:

None

Change Agent State to Ready

#Request
POST /callControl/agent/status/ready
Host: localhost.com

#Response
204 No Content

CODE

Get Agent Status

Description: Gets the status of an Agent.

User Roles: Agent

Method: POST /callControl/agent/status

Parameters:

None

Body:

Key	Type	Mandatory?	Description
stateChangedAfter	dateTime	No	Timestamp to filter the '`agentStatus'` objects.

Response Code: 200 OK

Body:

Key Type Mandatory? Description

agentStatus

Array

Yes

Object containing agent status

Key Type Mandatory? Description

agentCallConnected Boolean No Indicates whether agent call is connected or not.

agentManualDialingFailed Boolean No Indicates if the manual call has failed.

previewDialingFailed Boolean No Indicates if Preview dialing failed.

previewDialingFailedErrorCode

Integer

No

Preview dialing failed error code.

This field is populated with the error code on the first agent status call after a failed preview dial attempt.

agentManualDialingFailedErrorCode

Integer

No

Error code for agent manual dialing failed.

This field is populated with the error code on the first agent status call after a failed manual dial attempt.

agentManualDialingFailedReason

String

No

Reason for the failure of manual call.

This field is populated with the message on the first agent status call after a failed manual dial attempt.

previewDialingFailedReason

String

No

Preview dialing failed reason.

This field is populated with the error code on the first agent status call after a failed preview dial attempt.

agentCallFailedErrorCode Integer No Error code for agent call failed.

agentCallFailed Boolean No Indicates if agent call failed.

voicemailStorageLimitReached Boolean No Indicates that the voice mail storage limit has reached.

newVoicemailsCount Integer No Gives the total number of new voicemails.

reasonCode

String

No

The reason why an Agent was in Not Ready, valid values are:

Break
Lunch
Meeting
Other
Tech Difficulties
Voice Mail

agentMuted

Boolean

No

Indicates if Agent is on mute.

service

Object

Yes

Object containing information on the Service the Agent is logged into

Key	Type	Mandatory?	Description
callsInProgress	Integer	Yes	Total calls in progress for the Service.
callsRemaining	Integer	Yes	Total calls remaining for the Service.
callsOnHold	Integer	Yes	Total calls currently on hold for the Service.
reloadServiceFeatures	Boolean	No	Indicates if switch Service is initiated.
reloadServiceId	Integer	No	New Service ID after a switch Service action by Agent/Supervisor.

voicemail

Object

No

Object containing the Agents' personal voicemail information

Key	Type	Mandatory?	Description
voicemailCallConnected	Boolean	No	Indicates that agent voicemail call is connected.
voicemailFailureErrorCode	Integer	No	Error code for voicemail failure.
voicemailFailureReson	String	No	Reason for voicemail failure.

chat

Object

No

Object containing Agent chat sessions

Key

Type

Mandatory?

Description

chatMessage

String

Yes

Chat message.

chatTime

Integer

Yes

Chat time.

chatUser

String

Yes

Chat user.

chatMessages

Array

No

Array of chat messages.

Key	Type	Mandatory?	Description
sourceId	String	Yes	Source ID
message	String	Yes	Message
time	dateTime	Yes	Time

terminatedChatSessions

Array

No

Array of terminated chat sessions.

Type	Mandatory?	Description
String	Yes	List of source IDs that ended a chat session.

lines

Array

Yes

Array of lines available to the Agent and information for those lines.

Key Type Mandatory? Description

lineNumber

Enum

Yes

Valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

displayName String Yes Name of the extension.

playingMessage Boolean No Flag to indicate if a prerecorded audio message is being played to the caller.

active Boolean Yes Indicates if the line is active.

callControl Boolean Yes Indicates if the call controls (transfer, volume control, etc) are enabled.

state

Enum

Yes

Line's current state, possible values are:

LOGOFF
LOGON
READY
NOTREADY
INCALL
WRAPUP
TRANSFERRING
MANUALDIAL
PREVIEWDIAL
DIALING
REGISTERING
HOLD
RESERVED

customerDisconnectedBeforeBridge Boolean No Indicates if the Debtor call has hangup.

conferenceInitiated Boolean No Indicates if the conference has initiated.

supervisorCallSuccessBeforeConferenced Boolean No Indicates if the Supervisor call is success.

callConferenced Boolean No Indicates that the debtor, agent and supervisor/second agent are on conference call.

transferToQueue Boolean No Indicates whether the current agent call is being transferred to a queue.

transferToQueueFailed Boolean No Indicates whether the transfer to queue request failed.

transferCallOnHold Boolean No Indicates that call is on hold during the transfer.

callTransferredToAgent String No The name of the agent who received the call.

supervisorPhoneNumber String No Phone number of the Supervisor.

stateChangedTime dateTime Yes The time the Agent last changed their state.

call

Object

No

Holds call details

Key	Type	Mandatory?	Description
callTransactionId	String	Yes	Transaction ID.
callSessionId	String	Yes	Session ID.
firstName	String	Yes	Caller's First Name.
lastName	String	Yes	Caller's Last Name.
callRequiresAcceptance	Boolean	No	Indicates whether the call requires acceptance.
callAcceptanceTimeout	Integer	No	Timeout for call acceptance, after which the call will automatically marked as Not Accepted.
callRecordingStarted	Boolean	Yes	Indicates whether the call recording has started or not.
serviceId	Integer	Yes	ID of the service of the call.
callCenterId	Integer	Yes	ID of the call center.
accountNumber	String	Yes	Account Number for the call.
phoneNumber	String	Yes	Caller's Phone Number.
accountNumberRequired	Boolean	Yes	Indicates whether the account number is required while terming the call.

Get Agent Status for an Agent

#Request (JSON)
POST /callControl/agent/status
Host: localhost.com
Content-Type: application/json
Accept: application/json
{
   "stateChangedAfter": "1426164521"
}

#Response
200 OK
Content-Type: application/json

 {"agentStatus": [{
   "service":    {
      "callsInProgress": 1,
      "callsRemaining": 0,
      "callsOnHold": 0
   },
   "voicemail": {},
   "chat": {},
   "lines":    [
            {
         "lineNumber": "ACD",
         "displayName": "Line 1 - ACD",
         "active": true,
         "callControl": false,
         "state": "READY"
        "stateChangedTime": 1428381379986
     },
            {
         "lineNumber": "DIRECT",
         "displayName": "Line 1 - Direct",
         "active": false,
         "callControl": false,
         "state": "READY"
         "stateChangedTime": 1428381388323
    }
   ],
   "agentCallConnected": true,
 }]}

CODE

Switch Line

Description: Switches the current active line when there is more than one active call for an Agent.

User Roles: Agent

Method: POST /callControl/agent/line?lineNumber={lineNumber}

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

Yes

The line to switch to. Only lines with active calls are valid, ACD line is valid to switch to only if there are no active calls on other lines.

Valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Switch Line

#Request
POST /callControl/agent/line?lineNumber=DIRECT
Host: localhost.com

#Response
204 No Content

CODE

Transfer/Conference

The Transfer/Conference APIs provides functionality related to transferring or conferencing calls. This includes but is not limited to initiating a transfer, getting phonebook details, ending a transfer, etc.

When using the Transfer/Conference APIs there is a set flow needed to achieve the proper functionality. Below is a flow chart that lists what methods should follow others and in parenthesis which parties are on the line after the connection is made. In the chart 'Agent' is the Agent who is on the call to begin with, 'Caller' is the person who called in or was called by LiveVox, and 'Supervisor' is the Agent or Supervisor who is receiving the call transfer. When a party is not listed it usually means they are on hold, or in the case of leave conference and reconnect the third party has been dropped from the call.

Agent to Agent Transfer

Description: Initiates a transfer of a call from one Agent to another.

User Roles: Agent

Method: POST /callControl/agent/conference/agent[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line that the Agent wants to transfer, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

Key	Type	Mandatory?	Description
secondAgentLoginId	String	Yes	Target Agent logon ID.
callCenterId	Integer	No	Call center ID (blank would be all call centers).

Response Code: 204 No Content

Body:

None

Agent to Agent Transfer

#Request (JSON)
POST /callControl/agent/conference/agent
Content-Type: application/json
Host: localhost.com

{
 "secondAgentLoginId":"lv_rt",
 "callCenterId":"1623"
}
 
#Response
204 No Content

CODE

Cold Transfer

Description: Allows agents to perform cold transfers.

User Roles: Agent

Method: POST /callControl/agent/phonebook/cold?lineNumber={lineNumber}

Parameters

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

Yes

The line that the Agent wants to cold transfer, valid values are:

Value	Description
ACD	Main Line or Debtor Line.
Direct	Direct Line of the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Cold Transfer a Call

#Request (JSON)
POST /callControl/agent/phonebook/cold?lineNumber=ACD
Content-Type: application/json
Accept: application/json

 
#Response
204 No Content

CODE

Complete Conference

Description: Used by an Agent to complete the conference, i.e., all three parties (Agent, caller, Supervisor) are on the same call.

User Roles: Agent

Method: POST /callControl/agent/conference/customer[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent wants to end the conference, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Complete Conference

#Request
POST /callControl/agent/conference/customer
Host: localhost.com
 
#Response
204 No Content

CODE

Get Available Agent List

Description: Used to get a list of Agents who are available to accept a transfer, only Agents in 'Ready' will be returned.

User Roles: Agent

Method: POST /callControl/agent/available

Parameters:

None

Body:

Key

Type

Mandatory?

Description

callCenter

Object

Yes

Array of Call Centers in which to search for available Agents.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	Call Center ID.

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

agentDetails

Array

Yes

Array of Agent details

Key	Type	Mandatory?	Description
phone	String	Yes	Phone number of the Agent.
wrapup	String	Yes	Wrap up duration for the Agent.
loginId	String	Yes	Login ID of the Agent.
active	String	Yes	Indicate if the Agent is active.
lastName	String	Yes	Last name of the Agent.
firstName	String	Yes	First name of the Agent.
homeAgent	String	Yes	Indicates if the Agent is a home agent.
agentId	String	Yes	ID of the Agent.
callCenterId	Integer	Yes	ID of Call Center.
serviceId	Integer	Yes	ID of Service.

Get Available Agent List

#Request (JSON)
POST /callControl/agent/available
Host: localhost.com
Accept: application/json
Content-Type: application/json

{
  "callCenter": [{"id": "38049"}]
}

#Response
200 OK
Content-Type: application/json

{
	"agentDetails": [{
		"phone": "6503517539",
		"wrapup": "-1",
		"loginId": "LV_SUP",
		"active": "true",
		"lastName": "MAT",
		"firstName": "LV",
		"homeAgent": "true",
		"agentId": "344413",
		"callCenterId": 1623,
		"serviceId": 38049
	}]
}

CODE

Get Call Center List

Description: Used to get a list of Call Centers.

User Roles: Agent

Method: GET /callControl/agent/callCenters

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

callCenterList

Array

Yes

Array of call centers

Key	Type	Mandatory?	Description
id	Integer(ID)	Yes	Call Center ID.
name	String	Yes	Call Center name.

Get a List of Call Centers

#Request (JSON)
GET /callControl/agent/callCenters
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
    "callCenterList": [{
        "id": 1718,
        "name": "Call Center 2"
    },
    {
        "id": 1623,
        "name": "Call Center"
    },
    {
        "id": 3086,
        "name": "TEST Call Center"
    }]
}

CODE

Get Phonebook Details

Description: Used to get information about the phonebooks available to the Agent.

User Roles: Agent

Method: GET /callControl/agent/phonebook[?serviceId={serviceId}]

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	No	Limits the phonebooks to only ones available for this particular Service.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

phoneContact

Array

Yes

Array of phonebook contacts

Key	Type	Mandatory?	Description
phoneBookContactId	Integer	Yes	Phonebook contact ID.
phoneBookId	Integer	Yes	Phone book ID.
contactName	String	Yes	Name of the phone book contact. If the phonebook transfers to a group of agents on LiveVox the contact name will also be followed by information on the state of agents that can accept the phonebook transfer. The state of agents will be reflected as follows: [H:X/R:X/T:X], where X is the number of agents in each state, H stands for agents on hold, R for agents in ready, and T for the total number of agents.
phoneNumber	String	Yes	Phone number.
extension	String	No	Extension.
internalQueue	Boolean	Yes	Indicates whether the phone book contact is routing the calls via internal ACD queue.

description

String

No

Description of the phonebook.

phoneBookId

String

No

ID of the phonebook.

Get Phonebook Details

#Request (JSON)
GET /callControl/agent/phonebook
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json
{
  "GetPhoneBookDetailsResponse": {
    "description": "Amby test1",
    "phoneBookId": "1386",
    "phoneContact": [
      {
        "phoneBookContactId": "6853",
        "phoneBookId": "1386",
        "contactName": "Amby test1",
        "phoneNumber": "4159395722",
        "internalQueue": false,
        "extension": 8976
      },
      {
        "phoneBookContactId": "6855",
        "phoneBookId": "1386",
        "contactName": "Amby test_Warm transfer [H:0/R:0/T:1]",
        "internalQueue": true,
        "extension": 1234
      },
...
      {
        "phoneBookContactId": "9412",
        "phoneBookId": "1386",
        "contactName": "Invalid Queue - On Hold [H:0/R:0/T:0]",
        "internalQueue": true,
        "extension": 3456
      }
    ]
  }
}

CODE

Get Phonebook Details Ext

Description: A newer version of the Get Phonebook Details method used to get information about the phonebooks available to the Agent.

User Roles: Agent

Method: GET /callControl/agent/phonebook/ext?serviceId={serviceId}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
serviceId	serviceId	Integer (ID)	Yes	Limits the phonebooks to only ones available for this particular Service.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

phoneContact

Array

Yes

Array of phonebook contacts

Key	Type	Mandatory?	Description
phoneBookContactId	Integer	Yes	Phonebook contact ID.
phoneBookId	Integer	Yes	Phone book ID.
contactName	String	Yes	Name of the phone book contact. If the phonebook transfers to a group of agents on LiveVox the contact name will also be followed by information on the state of agents that can accept the phonebook transfer. The state of agents will be reflected as follows: [H:X/R:X/T:X], where X is the number of agents in each state, H stands for agents on hold, R for agents in ready, and T for the total number of agents.
phoneNumber	String	Yes	Phone number.
extension	String	No	Extension.
internalQueue	Boolean	Yes	Indicates whether the phone book contact is routing the calls via internal ACD queue.
coldTransfer	Boolean	Yes	Indicated whether the phone book allows cold transfers.

description

String

No

Description of the phonebook.

phoneBookId

String

No

ID of the phonebook.

Get Phonebook Details Ext

#Request (JSON)
GET /callControl/agent/phonebook/ext?serviceId=12345
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json
{
  "phoneContact": [
    {
      "phoneBookContactId": 11532,
      "phoneBookId": 1710,
      "contactName": "k1",
      "phoneNumber": "6503517528",
      "extension": "",
      "internalQueue": false,
      "coldTransfer": false
    },
    {
      "phoneBookContactId": 11533,
      "phoneBookId": 1245,
      "contactName": "K2_hold",
      "phoneNumber": "6503517528",
      "extension": "",
      "internalQueue": false,
      "coldTransfer": false
    },
...
    {
      "phoneBookContactId": 11537,
      "phoneBookId": 1710,
      "contactName": "k6_skill_hold [H:0/R:0/T:0]",
      "extension": "",
      "internalQueue": true,
      "coldTransfer": true
    }
  ],
  "description": "kavya",
  "phoneBookId": "1710"
}

CODE

Hold Supervisor Call

Description: Used by an Agent to hold a supervisor call, i.e., the Supervisor is put on hold while the Agent and caller are connected.

User Roles: Agent

Method: POST /callControl/agent/conference/supervisor/hold[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call that the Supervisor is on which the Agent wants to put on hold, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

#Request
POST /callControl/agent/conference/supervisor/hold?lineNumber={ACD}
Host: localhost.com
 
#Response
204 No Content

Leave Conference

Description: Used by an Agent to leave a conference, i.e., the Supervisor and caller are left on the call while the Agent is disconnected.

User Roles: Agent

Method: POST /callControl/conference/leave[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call that the Agent wants to leave, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Leave Conference

#Request
POST /callControl/agent/conference/leave
Host: localhost.com
 
#Response
204 No Content

CODE

Manual Transfer

Description: Used to transfer a call to an Agent entered 10 digit number.

User Roles: Agent

Method: POST /callControl/agent/conference/manual[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call that the Agent wants to manual transfer, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

Key	Type	Mandatory?	Description
supervisorNumber	String	Yes	Supervisor phone number.
extension	String	No	The extension of the person who will accept the transfer.
delayBeforeExtension	Integer	No	The delay between the 10 digit number being dialed and the extension being entered.
putCallOnHold	Boolean	Yes	If `true`, caller is put on hold while the transfer is completed.
secureTransfer	Boolean	Yes	Indicates if transfer is secure.

Response Code: 204 No Content

Body:

None

Manual Transfer

#Request (JSON)
POST /callControl/agent/conference/manual
Content-Type: application/json
Host: localhost.com

{
 "supervisorNumber":"4158395494",
 "putCallOnHold":"true",
 "secureTransfer":"false"
}

#Response
204 No Content

CODE

Phonebook Transfer

Description: Used to transfer a call via a phonebook entry.

User Roles: Agent

In most cases after a phonebook transfer is initiated the caller is put on hold and the Agent is connected to the 3rd party, however, there is a setting available that allows the caller to stay on the line with the Agent the entire time. This is set at the phonebook level, to check which phonebooks have this setting enabled please contact LiveVox support.

Method: POST /callControl/agent/conference/phonebook[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call that the Agent wants to transfer via the phonebook, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

Key	Type	Mandatory?	Description
phoneBookId	Integer	Yes	Phonebook ID.
phoneBookContactId	Integer	Yes	Phonebook contact ID.

Response Code: 204 No Content

Body:

None

Transfer Call via Phonebook

#Request (JSON)
POST /callControl/agent/conference/phonebook
Content-Type: application/json
Accept: application/json
Host: localhost.com
 
{
 "phoneBookId":"1386",
 "phoneBookContactId":"6853"
}

#Response
204 No Content

CODE

Reconnect

Description: Used by an Agent to reconnect to a caller. The call is essentially returned to the point before the Agent tried to transfer the call.

User Roles: Agent

Method: POST /callControl/agent/conference/reconnect[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call which the Agent wants to reconnect to, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Reconnect to a Conference

#Request
POST /callControl/agent/conference/reconnect
Host: localhost.com
 
#Response
204 No Content

CODE

Reconnect Call

Description: Used by an Agent to reconnect the Agents audio path.

User Roles: Agent

Method: POST /callControl/agent/call/reconnect

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
result	Boolean	Yes	Returns `'true'` if the reconnect was successful.

Reconnect a Call

#Request
POST /callControl/agent/call/reconnect
Host: localhost.com

#Response
200 OK
 
{"result":true}

CODE

Resume Supervisor Call

Description: Used by an Agent to resume a supervisor call, i.e., the Agent and Supervisor are on a call together while the caller is placed on hold.

User Roles: Agent

Method: POST /callControl/agent/conference/supervisor/resume[?lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

lineNumber

Enum

No

The line of the call that the Agent wants to resume the supervisor call, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Resume Supervisor Call

#Request
POST /callControl/agent/conference/supervisor/resume
Host: localhost.com

#Response
204 No Content

CODE

Voicemail

The Voicemail APIs provide Agents with the ability check their voicemail messages.

Check Voicemail

Description: Used to check the Agents' voicemail box(es) for messages.

User Roles: Agent

Method: GET /callControl/agent/voicemail

Parameters:

None

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

voiceMails

Array

No

Array of Voicemails

Key	Type	Mandatory?	Description
id	Integer	Yes	ID of the voicemail box.
name	String	Yes	Name of the voicemail box.
numberOfVoicemails	Integer	Yes	Number of voicemails.
type	String	Yes	Type of voicemails.
storageLimitReached	Boolean	Yes	Whether storage limit has been reached.

Checks Voicemail

#Request (JSON)
GET /callControl/agent/voicemail
Host: localhost.com
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
 "voiceMails":[
	{
	 "id":4156599164,
	 "name":"Group VM for 22359",
     "numberOfVoicemails":2,
     "type":"agent",
     "storageLimitReached":false
     },
	{
     "id":8992213101,"name":
	 "Group VM for Agent",
     "numberOfVoicemails":22,
	 "type":"agent",
	 "storageLimitReached":false
    },
	{
     "id":8992213102,
	 "name":"Group VM for Customer",
   	 "numberOfVoicemails":23,
	 "type":"agent",
	 "storageLimitReached":false
    }
 ]
}

CODE

Dial Voicemail

Description: Used by an Agent to dial their voicemail box.

User Roles: Agent

Method: POST /callControl/agent/voicemail/dial[?id={id}]

Parameters:

Path/Query Parameter Name	Type	Mandatory?	Description
id	String	Yes	ID of the Voicemail box.

Body:

None

Response Code: 204 No Content

Body:

None

Dial Voicemail

#Request
POST /callControl/agent/voicemail/dial?id=1234
Host: localhost.com

#Response
204 No Content

CODE

Hangup Voicemail

Description: Used by an Agent to end the call to the voicemail box.

User Roles: Agent

Method: POST /callControl/agent/voicemail/hangup

Parameters:

None

Body:

None

Response Code: 204 No Content

Body:

None

Hangup Voicemail

#Request
POST /callControl/agent/voicemail/hangup
Host: localhost.com

#Response
204 No Content

CODE

Volume Controls

The Volume Controls APIs provide the ability to change the volume on the Agent or customer leg, as well as muting and unmuting the Agent.

Set Agent Call Volume

Description: Used by an Agent to set the volume of the Agent side.

User Roles: Agent

Method: PUT /callControl/agent/call/volume?outGain={n}[&lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

outGain

n

Integer

Yes

Value (Min = 0 and Max = 24).

lineNumber

Enum

No

The line of the call that the Agent wants to adjust the volume for, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Set Agent Side Call Volume

#Request
PUT /callControl/agent/call/volume?outGain=18&lineNumber=ACD
Host: localhost.com
 
#Response
204 No Content

CODE

Set Agent Mute

Description: Used by an Agent to mute the Agent side of a call.

User Roles: Agent

Method: PUT /callControl/agent/call/mute

Parameters:

None

Body:

None

Response Code: 204 No Content

Body:

None

Mute the Agent Side of the Call

#Request
PUT /callControl/agent/call/mute
Host: localhost.com

#Response
204 No Content

CODE

Set Agent Unmute

Description: Used by an Agent to unmute the Agent side of the call.

User Roles: Agent

Method: PUT /callControl/agent/call/unmute

Parameters:

None

Body:

None

Response Code: 204 No Content

Body:

None

Unmute the Agent Side of the Call

#Request
PUT /callControl/agent/call/unmute
Host: localhost.com

#Response
204 No Content

CODE

Set Customer Call Volume

Description: Used by an Agent to set the volume of the customer side of the call.

User Roles: Agent

Method: PUT /callControl/agent/customer/call/volume?outGain={n}[&lineNumber={lineNumber}]

Parameters:

Path/Query Parameter Name

Variable Name

Type

Mandatory?

Description

outGain

n

Integer

Yes

Value (Min = 0 and Max = 24).

lineNumber

Enum

No

The line of the call that the Agent wants to adjust the volume for, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	Direct line for the Agent.
EXT1, ... EXT20	Extension line if supported.

Body:

None

Response Code: 204 No Content

Body:

None

Set Customer Side Volume

#Request
PUT /callControl/customer/call/volume?outGain=18&lineNumber=ACD
Host: localhost.com

#Response
204 No Content

CODE

Top of Page

Call Acceptance

Accept Call

Reject Call

Send To Voicemail

Call Control

End Call

Get Area Code

Get Screen Pop Details

Get Term Code

Hold Call

Manual Dial

Manual Dial Ex

Retrieve Call

Save Term Code

Call Recording Controls

Call Recording End

Call Recording Pause

Call Recording Resume

Chat

Create a Channel

Send Post

List Posts

List Recent Channels

Find Channel

Mark as Read

Delete Post

Message

Get Message

Play Message

Stop Message

Preview Dial

Dial Preview Dial

Skip Preview Dial

Service

Get Agent Desktop Stats

Get Details

Get Service Details

Join Service

Leave Service

Switch Service

Status

Change To Not Ready

Change To Manual Dial

Change to Ready

Get Agent Status

Switch Line

Transfer/Conference

Agent to Agent Transfer

Cold Transfer

Complete Conference

Get Available Agent List

Get Call Center List

Get Phonebook Details

Get Phonebook Details Ext

Hold Supervisor Call

Leave Conference

Manual Transfer

Phonebook Transfer

Reconnect

Reconnect Call

Resume Supervisor Call

Voicemail

Check Voicemail

Dial Voicemail

Hangup Voicemail

Volume Controls

Set Agent Call Volume

Set Agent Mute

Set Agent Unmute

Set Customer Call Volume

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