Note: For this feature, you must be updated to version 5.56.2 or newer.

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Client-Side Implementation Required

This documentation provides the necessary API endpoints and payload requirements. However, the implementation, maintenance, and troubleshooting of client-side code (CRM scripts or browser automation) is outside the scope of Xima Support.

Your web development team is responsible for ensuring the successful execution of these triggers, including managing CORS policies and securing authentication (Bearer) tokens within your environment.

Use Case

A common use for this API would be pausing the agents recording when collecting a credit card number and other sensitive payment information. Then the recording can be programmatically resumed when the agent leaves the payment collection page. Here is a step by step experience of what that might include:

1. While the agent is working in your CRM or payment collection portal, they enter a page to collect payment.
2. Your CRM/Browser backend sends a POST to Xima's endpoint with the agent's extension number (AgentID) and a request to pause the recording
3. The agent collects the sensitive data over the phone.
4. The agent leaves the payment selection screen or otherwise selects a button that indicates they are done discussing sensitive information.
5. Your CRM/Browser backend send a POST to Xima's endpoint with the agent's extension number (AgentID) and a request to resume the recording

Obtaining an Authorization Key (Bearer Token)

To authenticate the requests outlined below, the POST will need to include an authorization_key which is a token that must first be built an obtained in Xima CCaaS. To learn how to build a service user and obtain an accompanying authorization token, please review THIS ARTICLE .

Including an AgentID in the POST URL

As you'll see lower in this article, the action requires you include which agent needs to be paused or resumed in the URL.

This AgentID will be the agent's extension only in numerical format. For example, Scott J (1684) should only include 1684 as the AgentID value.

It will be up to your web developer to map this ID into the POST as applicable for the specific agent in the CRM or web portal.

Managing Active Recording for an Agent

POST /rest/api/v1/agents/{AgentId}/active-recording/pause

An endpoint to pause the active recording of an agent.

Headers

Authorization: Bearer {authentication_key}

Potential Errors

POST /rest/api/v1/agents/{AgentId}/active-recording/resume

An endpoint to resume the active recording of an agent.

Headers

Authorization: Bearer {authentication_key}

Potential Errors