Namespace: Call

Call

Source:

Methods

(static) AgentLibrary#bargeIn(agentId, uii, monitorAgentId, callbackopt)

Barge in on a call, can hear all parties and be heard by all
Parameters:
Name Type Attributes Default Description
agentId number Agent Id of the current logged in agent
uii string UII of the active call you wish to monitor
monitorAgentId number UII Agent Id of the agent you wish to monitor
callback function <optional>
 null Callback function when barge in response received
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(static) AgentLibrary#cancelDirectAgentXfer(targetAgentId)

Cancel the request to transfer directly to an agent
Parameters:
Name Type Description
targetAgentId number Agent id to transfer the call to
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(static) AgentLibrary#coach(agentId, uii, monitorAgentId, callbackopt)

Add a coaching session to the call, can hear all parties but only able to speak on agent channel
Parameters:
Name Type Attributes Default Description
agentId number Agent Id of the current logged in agent
uii string UII of the active call you wish to monitor
monitorAgentId number UII Agent Id of the agent you wish to monitor
callback function <optional>
 null Callback function when coaching session response received
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(static) AgentLibrary#coldDirectAgentXfer(targetAgentId)

Transfer directly to an available agent from the directAgentXferList result and terminate the current agents call session
Parameters:
Name Type Description
targetAgentId number Agent id to transfer the call to
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(static) AgentLibrary#coldXfer(dialDest, callerIdopt, sipHeadersopt, callbackopt)

Transfer to another number and end the call for the original agent (cold transfer).
Parameters:
Name Type Attributes Default Description
dialDest number Number to transfer to
callerId number <optional>
 "" Caller Id for caller (DNIS)
sipHeaders number <optional>
 [] Name/Value header pairs
callback function <optional>
 null Callback function when cold transfer response received
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(static) AgentLibrary#corporateDirColdXfer(dialDest, callerIdopt, sipHeadersopt, countryIdopt, callbackopt)

Transfer to another number and end the call for the original agent (cold transfer).
Parameters:
Name Type Attributes Default Description
dialDest number Number to transfer to
callerId number <optional>
 "" Caller Id for caller (DNIS)
sipHeaders number <optional>
 [] Name/Value header pairs
countryId number <optional>
 "" Country Id for the dialDest
callback function <optional>
 null Callback function when cold transfer response received
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(static) AgentLibrary#corporateDirWarmXfer(dialDest, callerIdopt, sipHeadersopt, countryIdopt, callbackopt)

Transfer to another number while keeping the original agent on the line (warm transfer).
Parameters:
Name Type Attributes Default Description
dialDest number Number to transfer to
callerId number <optional>
 "" Caller Id for caller (DNIS)
sipHeaders number <optional>
 [] Name/Value header pairs
countryId number <optional>
 "" Country Id for the dialDest
callback function <optional>
 null Callback function when warm transfer response received
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(static) AgentLibrary#directAgentXferList()

Get available list of agents available for Direct Transfer
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(static) AgentLibrary#dispositionCall(uii, dispId, notes, callback, callbackDTSopt, contactForwardNumberopt, surveyopt, externIdopt, leadIdopt, requestIdopt)

Send a disposition for an inbound or outbound call
Parameters:
Name Type Attributes Default Description
uii string UII (unique id) for call
dispId string The disposition id
notes string Agent notes for call
callback boolean Boolean for whether or not this call is a callback
callbackDTS string <optional>
 "" date time stamp if callback
contactForwardNumber string <optional>
 null Number for contact forwarding
survey string <optional>
 null The survey response values for the call. Format: survey = [ { label: "", externId: "", leadUpdateColumn: ""} ]
externId string <optional>
 null The external id associated with the lead for this call (only for Outbound Dispositions).
leadId string <optional>
 null The lead id associated with this call (only for Outbound Dispositions).
requestId string <optional>
 null The request id associated with a preview fetched lead (only for Outbound Dispositions).
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(static) AgentLibrary#dispositionManualPass(dispId, notes, callback, callbackDTSopt, leadIdopt, requestIdopt, externIdopt)

Send a disposition for a manual pass on a lead
Parameters:
Name Type Attributes Default Description
dispId string The disposition id
notes string Agent notes for call
callback boolean Boolean for whether or not this call is a callback
callbackDTS string <optional>
 "" date time stamp if callback
leadId string <optional>
 null The lead id
requestId string <optional>
 null The request key for the lead
externId string <optional>
 null The external id of the lead
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(static) AgentLibrary#getCampaignDispositions(campaignId, callbackopt)

Get a list of all campaign dispositions for given campaign id
Parameters:
Name Type Attributes Default Description
campaignId string Id for campaign to get dispositions for
callback function <optional>
 null Callback function when campaign dispositions response received
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(static) AgentLibrary#getScript(scriptId, version, callbackopt)

Requests a script object based on given id
Parameters:
Name Type Attributes Default Description
scriptId number Id of script
version number The version number of the script, if the current loaded script version matches, just return current script. Otherwise, fetch new version of script.
callback function <optional>
 null Callback function when warm transfer response received
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(static) AgentLibrary#hangup(sessionIdopt, resetPendingDisp,)

Sends a hangup request message
Parameters:
Name Type Attributes Default Description
sessionId string <optional>
 "" Session to hangup, defaults to current call session id
resetPendingDisp, boolean reset pendingDisp to false, in case of bad reconnect
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(static) AgentLibrary#hold(holdState, callbackopt)

Place a call on hold
Parameters:
Name Type Attributes Default Description
holdState boolean Whether we are putting call on hold or taking off hold - values true | false
callback function <optional>
 null Callback function when hold response received
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(static) AgentLibrary#holdSession(holdState, sessionId, callbackopt)

Place a specified session of a call on hold
Parameters:
Name Type Attributes Default Description
holdState boolean Whether we are putting call on hold or taking off hold - values true | false
sessionId integer | string session id of the call to place on hold
callback function <optional>
 null Callback function when hold response received
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(static) AgentLibrary#internationalColdXfer(dialDest, callerIdopt, sipHeadersopt, countryIdopt, callbackopt)

Transfer to another number and end the call for the original agent (cold transfer).
Parameters:
Name Type Attributes Default Description
dialDest number Number to transfer to
callerId number <optional>
 "" Caller Id for caller (DNIS)
sipHeaders number <optional>
 [] Name/Value header pairs
countryId number <optional>
 "" Country Id for the dialDest
callback function <optional>
 null Callback function when warm transfer response received
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(static) AgentLibrary#internationalWarmXfer(dialDest, callerIdopt, sipHeadersopt, countryIdopt, callbackopt)

Transfer to another number while keeping the original agent on the line (warm transfer).
Parameters:
Name Type Attributes Default Description
dialDest number Number to transfer to
callerId number <optional>
 "" Caller Id for caller (DNIS)
sipHeaders number <optional>
 [] Name/Value header pairs
countryId number <optional>
 "" Country Id for the dialDest
callback function <optional>
 null Callback function when warm transfer response received
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(static) AgentLibrary#manualOutdial(destination, callerId, ringTimeopt, countryIdopt, queueIdopt)

Sends a manual outdial request message
Parameters:
Name Type Attributes Default Description
destination string Number to call - ANI
callerId number Number displayed to callee, DNIS
ringTime number <optional>
 60 Time in seconds to ring call
countryId string <optional>
 'USA' Country for the destination number
queueId number <optional>
 '' Queue id to tie manual call to
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(static) AgentLibrary#manualOutdialCancel(uii)

Cancels a manual outdial request by UII.
Parameters:
Name Type Description
uii string UII of manual call request, the UII is returned in the EARLY_UII notification.
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(static) AgentLibrary#monitor(agentId, uii, monitorAgentId, callbackopt)

Add a silent monitor session to a call, can hear all channels but can't be heard by any party
Parameters:
Name Type Attributes Default Description
agentId number Agent Id of the current logged in agent
uii string UII of the active call you wish to monitor
monitorAgentId number UII Agent Id of the agent you wish to monitor
callback function <optional>
 null Callback function when silent monitor response received
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(static) AgentLibrary#pauseRecord(record, callbackopt)

Pause call recording
Parameters:
Name Type Attributes Default Description
record boolean Whether we are recording or not
callback function <optional>
 null Callback function when pause record response received
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(static) AgentLibrary#previewDial(requestId, leadPhoneopt)

Sends a preview dial request to call lead based on request id and (optional) lead phone. Call previewFetch method first to get request id.
Parameters:
Name Type Attributes Default Description
requestId number Pending request id sent back with lead, required to dial lead.
leadPhone number <optional>
 "" Lead phone number. Only needed if there are multiple numbers loaded for given lead.
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(static) AgentLibrary#previewFetch(searchFieldsopt, callbackopt)

Sends a message to fetch preview dialable leads
Parameters:
Name Type Attributes Default Description
searchFields array <optional>
 [] Array of objects with key/value pairs for search parameters e.g. [ {key: "name", value: "Geoff"} ]
callback function <optional>
 null Callback function when preview fetch completed, returns matched leads
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(static) AgentLibrary#record(record, callbackopt)

Toggle call recording based on passed in boolean true | false
Parameters:
Name Type Attributes Default Description
record boolean Whether we are recording or not
callback function <optional>
 null Callback function when record response received
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(static) AgentLibrary#rejectDirectAgentXfer(targetAgentId)

Reject a presented direct agent transfer, if WARM requesting agent will be notified to try again, if COLD a voicemail will be left for the target agent
Parameters:
Name Type Description
targetAgentId number Agent id to receive the voicemail
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(static) AgentLibrary#requeueCall(queueId, skillId, maintain, callbackopt)

Requeue a call
Parameters:
Name Type Attributes Default Description
queueId number Queue Id to send the call to
skillId number Skill Id for the requeued call
maintain boolean Whether or not to maintain the current agent
callback function <optional>
 null Callback function when requeue response received
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(static) AgentLibrary#safeModeCall(requestId, leadPhoneopt)

Sends a TCPA Safe call request to call lead based on request id and (optional) lead phone. Call safeModeFetch method first to get request id.
Parameters:
Name Type Attributes Default Description
requestId number Pending request id sent back with lead, required to dial lead.
leadPhone number <optional>
 "" Lead phone number. Only needed if there are multiple numbers loaded for given lead.
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(static) AgentLibrary#safeModeFetch(searchFieldsopt, callbackopt)

Sends a message to fetch safe mode dialable leads
Parameters:
Name Type Attributes Default Description
searchFields array <optional>
 [] Array of objects with key/value pairs for search parameters e.g. [ {key: "name", value: "Geoff"} ]
callback function <optional>
 null Callback function when safe mode fetch completed, returns matched leads
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(static) AgentLibrary#safeSearchLeads(searchFieldsopt, callbackopt)

Pull back Safe Mode leads that match search criteria
Parameters:
Name Type Attributes Default Description
searchFields array <optional>
 [] Array of objects with key/value pairs for search parameters e.g. [ {key: "name", value: "Geoff"} ]
callback function <optional>
 null Callback function when safe mode fetch completed, returns matched leads
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(static) AgentLibrary#saveScriptResult(uii, scriptId, jsonResult)

Saves the results from a script
Parameters:
Name Type Description
uii string The UII of the call the script results belong to
scriptId number Id of script
jsonResult object JSON object of script results, name/value pairs
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(static) AgentLibrary#searchLeads(searchFieldsopt, callbackopt)

Pull back leads that match search criteria
Parameters:
Name Type Attributes Default Description
searchFields array <optional>
 [] Array of objects with key/value pairs for search parameters e.g. [ {key: "name", value: "Geoff"} ]
callback function <optional>
 null Callback function when lead search completed, returns matched leads
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(static) AgentLibrary#setCallNotes(notes, callbackopt)

Set agent notes for a call
Parameters:
Name Type Attributes Default Description
notes string Agent notes to add to call
callback function <optional>
 null Callback function when call notes response received
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(static) AgentLibrary#voicemailDirectAgentXfer(targetAgentId)

Send the direct agent transfer straight to voicemail, avoid any attempts to connect to the target agent
Parameters:
Name Type Description
targetAgentId number Agent id to receive the voicemail
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(static) AgentLibrary#warmDirectAgentXfer(targetAgentId)

Transfer directly to an available agent from the directAgentXferList result and stay on the call
Parameters:
Name Type Description
targetAgentId number Agent id to transfer the call to
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(static) AgentLibrary#warmXfer(dialDest, callerIdopt, sipHeadersopt, callbackopt)

Transfer to another number while keeping the original agent on the line (warm transfer).
Parameters:
Name Type Attributes Default Description
dialDest number Number to transfer to
callerId number <optional>
 "" Caller Id for caller (DNIS)
sipHeaders number <optional>
 [] Name/Value header pairs
callback function <optional>
 null Callback function when warm transfer response received
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(static) AgentLibrary#warmXferCancel(dialDest)

Cancel a warm transfer
Parameters:
Name Type Description
dialDest number Number that was transfered to
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