Initiating a Call

Use the ‘/call’ resource to request productname.label to initiate a call. Calls can only be initiated when the agent is in ‘available’ status.

The system will first look up the phone number you’re calling in the database, and if

• A match if found, the existing record will open.
• More than one matches are found, the record with the highest number ID will open.
• No previously-created record is found, the system will create a new record.

Click to Call API requests do not provide a response object, so it is not applicable in this case.

A few things to keep in mind when using the ‘/call’ request:

• Initiating a call is possible only in Available and Available for Call statuses. In any other statuses, the call does not take place but an error message appears: “Information: Can’t make a call in this state. Please switch to state available.“
• If there is a call initiated, but the previous call took place 1 second ago, then the call is not carried out by the system. This is set in our system in order to prevent duplicated calls.

Examples

New call

Resource: http://localhost:[port]/call/[phone]
Example: http://localhost:37589/call/36123456789

New call as a new record

If you want to create a new record in the agent’s primary project’s database whenever Click-to-Call is used, then use this resource:

Resource: http://localhost:[port]/call/[phone]?newRecord=1
Example: http://localhost:37589/call/36123456789?name=FullName&newRecord=1

Optional Parameters

You can use HTTP parameters to set fields.

Resource: http://localhost:[port]/call/[phone]?field1=value1&field2=value1
Example: http://localhost:37589/call/36123456789?name=Full%20Name

The list of applicable fields can be found listed at the ‘form’ section on this page.