integration
32 posts.
Rebuilding CRM integrations after migrating to VICIdial
Your CRM integrations will not transfer from a cloud dialer to VICIdial automatically. Here is how to assess what you had and rebuild it correctly.
Read postEnding an agent's call with external_hangup
How the external_hangup Agent API call drops the live customer call on a logged-in agent's screen from an outside system.
Read postPausing and resuming an agent with external_pause
How the external_pause Agent API function pauses or resumes a logged-in VICIdial agent from an outside system, and what happens mid-call.
Read postSeeing an agent's inbound groups with agent_ingroup_info
How the agent_ingroup_info non-agent API shows the in-group and outbound auto-dial settings a logged-in agent currently has.
Read postHow to drive the agent screen with the Agent API
The Agent API acts on a live, logged-in agent's screen. Here is the function, user, pass, source pattern and the plain-text responses you'll get back.
Read postDriving transfers and conferences with transfer_conference
Hang up, blind-transfer, send to voicemail, dial another agent, or build a 3-way call from an agent session through one flexible API function.
Read postReading one agent's live status with agent_status
How the agent_status non-agent API returns one agent's real-time state, current call, and sub-status in a single line you can poll.
Read postSending DTMF tones from the agent screen with send_dtmf
Push a string of touch-tones into an agent's live session to drive an IVR menu, with pound, star, and silence encoded as P, S, and Q.
Read postPlaying audio to a caller with the audio_playback function
How the audio_playback agent-api function plays, stops, pauses, and resumes an audio file in a live VICIdial agent session.
Read postListing logged-in agents with logged_in_agents
Pull a live roster of every agent currently logged in to VICIdial, with status and session details, using the logged_in_agents API call.
Read postUpdating the agent form remotely with update_fields
How the update_fields Agent API function rewrites the customer information panel on a logged-in VICIdial agent's screen and reloads panels.
Read postStarting a silent listen with the blind_monitor API
How the blind_monitor non-agent API dials a supervisor's phone and drops them into an agent's live session to monitor, barge or swap.
Read postAdding and dialing a lead with external_add_lead
How the external_add_lead Agent API function drops a new lead into a logged-in agent's manual dial list, with optional DNC checks.
Read postListing audio prompts with the sounds_list API
How the sounds_list non-agent API outputs the audio files in your VICIdial audio store, with format and sort options.
Read postLaunching the agent's webphone with webphone_url
How the webphone_url agent-api function displays or launches the configured webphone URL for a live VICIdial agent session.
Read postRinging an agent's phone with the call_agent function
How the call_agent agent-api function places a call from a VICIdial agent session to the agent's own phone.
Read postSwitching an agent's inbound groups with change_ingroups
How the change_ingroups Agent API function adds, removes, or replaces the in-groups a logged-in VICIdial agent takes calls from.
Read postClick-to-dial from your app with external_dial
Trigger a manual dial on a logged-in agent's screen from your own app using the external_dial Agent API function and its lead-search options.
Read postReading the agent's current lead with st_get_agent_active_lead
Look up the lead a logged-in agent has on their screen using a CRM AgentID, returning lead_id, phone, and a few key fields.
Read postAgent-controlled stereo recording with stereo_recording
How the stereo_recording agent-api function begins, ends, and reports a two-channel recording on a live VICIdial agent session.
Read postPulling a disposition report with call_dispo_report
Get a disposition breakdown by campaign, ingroup, or DID over a date range with the call_dispo_report Non-Agent API function.
Read postSetting a disposition from outside with external_status
Disposition a call on a logged-in agent's screen from your own app with external_status, including scheduled callbacks and their options.
Read postReading an inbound group's live state with in_group_status
How the in_group_status non-agent API returns calls waiting and agent counts for one or more inbound groups in a single line.
Read postStarting and stopping recordings with the recording function
How the recording agent-api function starts, stops, and reports call recordings against a logged-in VICIdial agent session.
Read postControlling a remote agent's call with ra_call_control
Hang up or transfer a call that a remote agent is handling, with optional disposition and status, using three supported stages.
Read postParking and unparking a call with the park_call function
Send a customer or a third party to the park extension and grab them back, including IVR park and swap options, from a logged-in agent session.
Read postWhat the Start Email URL field does
Start Email URL fires a silent web request every time an email is delivered to an agent, letting you notify an outside system without the agent ever seeing it.
Read postWhat the Dispo Email URL field does
Dispo Email URL fires a silent web request when an agent dispositions an email, and it can pass the chosen disposition and the actual time spent working the message.
Read postHow to set up VICIdial inbound email with a Gmail account
A start-to-finish walkthrough for connecting a Gmail inbox to VICIdial so agents can handle email like calls, including the Gmail-specific settings that trip people up.
Read postWhen the Dispo Call URL doesn't fire: finding it in the URL Log
The Dispo Call URL is meant to fire on disposition, and the URL Log Report records each request so you can prove whether it actually went out.
Read postDiagnosing API integration failures with the API Log Report
When a CRM integration stops pushing leads or updating dispositions, the API Log Report filters by user, function, and result so you can see exactly what failed.
Read postAPI New Lead URL: Pushing New Leads to an External System
The API New Lead URL fires a web request every time a lead is added through VICIdial's API. Here is how to use it to sync new leads to your CRM.
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