WebService API

Use Cases

• Push a recording link to a CRM each time a phone call is recorded
• Notify a CRM to create a record each time a phone call finishes with details about that call.

Expected User Experience / Workflow

• You research the target CRM or Web Service and find out what URL and data is required for the POST or GET request.
• Create a new “Web Service Integration Profile” with the required parameters.
• Use the Test option to ensure the HTTP Request is generated correctly and handled properly by the target Web Service.

Web Service Integration Profile Configuration

Profile Name: A name to identify the API Enabled WebService Profile
Target URL: This is the base URL of the request. Xima CCaaS will make a request to this URL if a call meets the given criteria
Triggering Call Criteria: This will trigger when a call finishes. This list of criteria will be applied to the call to see if the call should trigger a request. If there are no criteria, then every call will trigger a request. If there are criteria and the call meets all the criteria, then the request will be triggered.
HTTP Method: The HTTP method of the request
URL Parameters: These are optional parameters that can be included with the request. These parameters can include call data from the call that meets the condition. Available values for the parameters include:

• <Empty Value>: An empty string.
• <Account Codes>: A list of account codes. Comma-delimited. E.g., Opp Won, Large Sale, Processed in CRM
• <Agent>: The agent associated with the last event on the call. This includes their name and extension number. E.g., "John Doe (154)"
• <Agent Extension>: The agent associated with the last event on the call. Extension only. E.g. "154"
• <Agent Extension>: The agent associated with the last event on the call. Name only. E.g. "John Doe"
• <Call Direction>: The call direction. Options are Internal, Inbound, Outbound, or Intersite.
• <Caller Name>: The caller ID.
• <DNIS>: The DNIS associated with the last event on the call.
• <Call ID>: The UUID of the call. (This is not to be confused with "caller ID.")
• <External Number>: The number of the "other party" associated with the last event on the call.
• <Group/Skill>: The group or skill associated with the last event on the call.
• <Location>: On an inbound call, this is the location of the calling party's number. On an outbound call, it is the location of the dialed party's number.
• <Time>: The start time of the call. Given in the number of milliseconds since January 1, 1970, 00:00:00 GMT.
• <Tag>: A list of tags associated with the events of the call. Comma-delimited.
• <Audio Recording Link>: Generates a URL linked to an audio recording of the call.
• <Report Call ID>: A short Call ID that we commonly use in Cradle to Grave and Reports instead of the UUID accessed with . Use this if you want to compare data from the API to a report or Cradle to Grave as the UUID can be difficult to compare.
• The user can also enter a string of text rather than select a value.

HTTP Headers: Optional custom headers to be sent with the request
Form Parameters: These are optional parameters that can be included with the request. These parameters can include call data from the call that meets the condition. Though similar to URL parameters, for form parameters you will add the body of the request instead of the URL request.
Custom Request Body: This allows the user to define the content type and the accompanied payload

Triggering Event: This allows you to determine what the triggering event will be. For example, you could determine that the triggering event is when the call is completed.

• Call is Presentingwill trigger when the call is ringing an agent (not yet answered)
• Call is Connectedwill trigger when the call has been answered by the agent
  • This is a better practice than "Call is Presenting" for most customers
• Call is Complete will trigger when a call has been disconnected.
  • This will trigger before the recording is processed and would exclude any notes or codes an agent adds post call
• Call and Recordings Processed will trigger post call and only after any associated recording has been processed and is available
• Call is Updatedwill trigger when a completed call's recording is processed but can trigger again with additional changes to account codes
  • Call must be disconnected and any recording must be processed
  • After recording(s) have been processed, the API post will be triggered and include any post call account codes
  • Will be triggered again, any time account codes are added or removed (whether post call or reloaded from media history)
  • The configured endpoint should be prepared to handle duplicate posts with small modifications. A best practice is ensuring the post includes unique values (i.e. Call ID) to differentiate multiple calls from multiple duplicate posts