API

API

A new API-interface enables full two-way integration with any third-party business systems. Advanced integration is crucial for the successful operation of your contact centre, particularly for financial institutions and helpdesk.

Fig. Two-way integration scheme using the API.

Fig. Two-way integration scheme using the API.

Integration using the API

For VoIPTime Contact Center to integrate with other systems, there is a special feature for dispatching system events with the help of tailor-made service EventDispatcher. This service allows any internal event to be flexibly configured with the required configuration format, and passed either to external systems via HTTP requests or in RabbitMQ queue, depending on configuration.

Integration using HTTP requests

If a client prefers integration using HTTP requests, VoIPTime Contact Center will dispatch the events subscribed by this client to the given External URL address of the external system. The body and format of the messages being sent are formed to meet customer needs.

Integration Using RabbitMQ queues

In case of integration using RabbitMQ queues, all the events subscribed by a client will be enqueued by the contact centre system into a separate queue. Having connected to and logged into the queue indicated by a client, the external system displays all the events generated. The body and format of the messages being sent are formed to meet customer needs.

Extended REST API commands

Using REST API commands allows you to perform the following actions:

  • create/delete a user;
  • create/delete a user out of group;
  • change user status;
  • add a task to the group;
  • change the priority of an operator within the group;
  • change the priority of an operator for the task;
  • add a client to the contact centre database;
  • call a client;
  • create/delete a telemarketing campaign;
  • initiate outbound dialing to a current customer;
  • launch/relaunch/stop telemarketing campaigns;
  • delete some requests from the dialing list of the given telemarketing campaign;
  • initiate/cancel Web Callback;
  • obtain statistics on the operator status in real time;
  • obtain statistics on the user;
  • obtain statistics on Web Callbacks;
  • change client data based on client identities;
  • delete a client from the system based on client identities.

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