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Call Control API
Introduction
The LiveVox Call Control API provides methods that allow you to interact with the LiveVox ACD for client applications that need to do first and third-party call control, such as agent desktops. In this version, the Call Control API adds methods to support agent actions, such as joining Services and changing status. In future versions, this API will add the rest of these agent controls as well as others as required for developing custom agent desktops.
For a general overview of the LiveVox APIs, include security aspects, see the LiveVox API Overview.
Prerequisites
- The user must have successfully logged into the LiveVox platform to obtain a valid Session ID. See Session Management for more information.
- The user must have an active subscription to the Configuration API, in order to obtain an Access Token for use in all API requests. See Access Tokens for details.
- All messages in this API may be subject to rate limits and other restrictions.
Call Control API WADL/Swagger
Only the Session API WADL/Swagger is publicly available; to obtain the WADL/Swagger for any other API category a user will need to include the LV-Session header with a valid session ID in the WADL/Swagger request.
The Call Control API v17.0 WADL/Swagger is available at the following URL:
The URLs listed below are for the LiveVox NA3 environment and will change slightly if your portal is in a different environment. To see how the URL changes per environment see the LiveVox Environments and APIs section.
| Call Control API Resource | Link |
|---|---|
| Agent WADL | |
| Agent Swagger | |
| IVR WADL | |
| IVR Swagger | |
| Routing WADL | |
| Routing Swagger | |
| Supervisor WADL | |
| Supervisor Swagger | |
| Supervisor Calls WADL | |
| Supervisor Calls Swagger |
API Methods
Agent
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. For more information, see the Agent API Methods section
IVR
The IVR APIs provide the ability to pause and resume call recording in the IVR. For more information, see the IVR API Methods section.
Routing
The Routing APIs provide the functionality for integrating 3rd party IVRs around routing calls. These include routing a call to an Agent, scheduling a callback, get the status of a route request, canceling a route request, and getting the stats about a hold queue. For more information, see the Routing API Methods section.
Supervisor
The Supervisor APIs provide the functionality to supervisors mainly for managing Agents, these functions include monitoring Agents' calls, switching Agents' status, chatting with Agents, etc. The categories below are for organizational purposes only. For more information, see the Supervisor API Methods section.
Supervisor Calls
The supervisor calls category provides upper-level users such as supervisors to launch manual calls, get non-attempted manual calls, and schedule callbacks. For more information, see the Supervisor Calls Methods section.
Errors
For more information, see the Errors section on the REST APIs page.