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Call's applications

Call's applications

Owned by Olga Zaritska
Last updated: Feb 14, 2024
4 min read

Call management

ringReady

The 180 Ringing response to an incoming INVITE request

{ "ringReady": "" }

preAnswer

The 183 Session Progress response to an incoming INVITE request

{ "preAnswer": "" }

answer

The 200 OK response to an incoming INVITE request

{ "answer": "" }

sipRedirect

The SIP 302 Moved Temporarily response to an incoming INVITE request

{ "sipRedirect": "sip:foo@end.com" }

ringback

The application allows setting the IVR tone or media file.

{ "ringback": { "all": true, "call": { "name": "%(1000,6000,425);loops=-1", "type": "tone" }, "hold": { "id": 10 }, "transfer": { "name": "%(1000,6000,425);loops=-1", "type": "tone" } } }

updateCid

The application allows changing the value of the subscriber's number and name.



{ "updateCid": { "name": "New client", "number": "8${effective_caller_id_number}" } }

park

Call holding on the server side

{ "park": { "auto": "in", "lot": "1000-2000", "name": "myPark" } }

conference

Joining a conference

{ "conference": { "flags": [ "audio-always" ], "name": "CR-$1", "profile": "video-mcu-stereo" } }

bridge

Initiation of the B-channel with subsequent connection to the A-channel

{ "bridge": { "endpoints": [ { "extension": "1008", "idle": true, "type": "user" }, { "dialString": "380732327758", "name": "lifecell_out", "type": "gateway", "parameters": { "origination_caller_id_number": "380732327757", "sip_h_X-FWD-Original": "${caller_id_number}" } } ] } }

hangup

Call termination. The parameter may include a response code from the list  Hangup cause

{ "hangup": "" }

Media interaction

inBandDTMF

Control of in-band DTMF

{ "inBandDTMF": "start" }

flushDTMF

Clearing the input buffer by the subscriber

{ "flushDTMF": true }

playback

Playback of a media file with the ability to save subscriber input into a variable

{ "playback": { "files": [ { "name": "its_${lang}.wav" } ], "getDigits": { "flushDTMF": true, "max": 4, "min": 1, "setVar": "getIVR", "timeout": 3000, "tries": 1 } } }

recordFile

Record media to a file

{ "recordFile": { "maxSec": 30, "name": "${uuid}", "silenceHits": 5, "terminators": "#", "type": "mp3", "voiceMail": true } }

recordSession

Control of media stream recording to a file

{ "recordSession": { "action": "start", "bridged": false, "followTransfer": true, "minSec": 2, "stereo": true, "type": "mp3" } }

generateLink

The application generates a public link to the recording and saves the value into a variable.

{ "generateLink": { "expire": 604800, "server": "https://dev.webitel.com", "set": "record_link" } }

Speech synthesis and recognition

tts

Speech generation

{ "tts": { "language": "eng-ENG", "provider": "google", "text": "<speak> Your contract number ${usr_selected_prolongation}.</speak>", "textType": "ssml" } }

getSpeech

Асинхронное распознавание речи

[ { "set": { "GOOGLE_DISABLE_BREAK": "true", "GOOGLE_OFFSET": "14000", "GOOGLE_SILENCE_THRESHOLD": "100", "GOOGLE_SPEECH_ALTERNATIVE_LANG": "eng-ENG", "GOOGLE_SPEECH_ENABLE_AUTOMATIC_PUNCTUATION": "true", "GOOGLE_SPEECH_LANG": "uk-UA" } }, { "playback": { "files": [ { "name": "media_file_menu.wav" }, { "name": 3500, "type": "silence" } ], "getSpeech": {} } }, { "set": { "usr_text": "${google_transcript}" } } ]

Working with queues

joinQueue

Queueing a subscriber

{ "joinQueue": { "bucket_id": 1, "priority": 100, "agent": { "extension": "1000" }, "queue": { "id": 1 }, "ringtone": { "id": 126, "type": "wav" }, "timers": [ { "actions": [ { "playback": { "files": [ { "name": "hold_promotions.wav" } ] } } ], "interval": 1, "tries": 20 } ], "transferAfterBridge": { "id": 2 } } }

joinAgent

Queueing a subscriber in the operator's personal queue

{ "joinAgent": { "agent": { "extension": "1008" }, "bridged": [ { "log": "request 1C" } ], "cancel_distribute": true, "processing": { "enabled": true, "renewal_sec": 5, "sec": 30 }, "queue_name": "${cc_queue_name}" } }

getQueueAgents

Retrieve information about the number of operators depending on their status in the queue.

{ "getQueueAgents": { "queue": { "id": 2 } , "set": { "res_count": "count", "res_offline": "offline", "res_online": "online", "res_pause": "pause", "res_waiting": "waiting" } } }

getQueueMetrics

Calculate queue metrics

{ "getQueueMetrics": { "bucket": null, "calls": "complete", "field": "sl", "lastMinutes": 3800, "metric": "sl", "queue": { "id": 19 }, "set": "varResult", "slSec": 20 } }

ccPosition

The current position of the subscriber in the queue.

{ "ccPosition": { "set": "pos" } }

ewt

Calculation of the average waiting time for the subscriber in the queue.

{ "ewt": { "queue_ids": [ 8 ], "setVar": "ewt", "strategy": "puzzle" } }

memberInfo

Find information about the dialer's subscriber

{ "memberInfo": { "bucket_id": 1, "completed": false, "destination": "${caller_id_number}", "name": "Customer Name", "queue_ids": [ 8 ], "set": { "member_var1": "sum", "member_var2": "credit" }, "today": true } }

patchMembers

Modify information about the dialer's subscriber

{ "patchMembers": { "bucket_id": 1, "completed": false, "destination": "${caller_id_number}", "name": "Customer Name", "queue_ids": [ 8 ], "patch": { "bucket_id": 2, "name": "sum", "priority": "credit", "ready_at": 2147483647, "stop_cause": "cancel", "variables": { "new_var": "var" } }, "today": true } }

callbackQueue

Add a subscriber to the offline queue

{ "callbackQueue": { "agent": { "id": 67 }, "communication": { "destination": "${user}", "type_id": 1 }, "holdSec": 1, "name": "${from}", "queue_id": 427, "variables": { "DPD": "${user}" } } },

confirm

Setting values before dialing a subscriber

{ "confirm": { "destination": "00${destination}", "display": "${agent_extension}", "export": [ "new_variable" ] } }

cancel

Canceling the current attempt to dial a subscriber in the dialer

{ "cancel": { "description": "do not call", "export": [ "new_var" ], "nextDistributeSec": 0, "stop": false } }

abandoned

Allows setting the interval in seconds before the next dialing attempt, as well as setting a new value for the maximum number of dialing attempts for the subscriber

{ "abandoned": { "export": [ "retry" ], "maxAttempts": 100500, "waitBetweenRetries": "120" } }

attemptResult

The result of the current dialing attempt after speaking with the operator

{ "attemptResult": { "status": "abandoned", "stickyDisplay": false, "readyAt": "", "description": "", "waitBetweenRetries": 60 } }

retry

Within one attempt, make calls from all resources in sequence, for the After schema of the Predictive Dialer

{ "retry": { "nextResource": true, "sleep": 3000 } }

lastBridged

Retrieve information about call stickiness connections.

{ "lastBridged": { "calls": { "inbound": "all", "outbound": "all", "queue_ids": [ 1, 2 ] }, "hours": 24, "number": "380932327757", "set": { "my_ag": "agent_id", "my_ext": "extension", "my_q": "queue_id" } } }

  • false - Do not consider this call direction

  • bridged - Attempts where there was a connection

  • attempt - Attempts without a connection

  • all - All attempts



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