system
Agent API
A set of VICIdial URL commands that control an agent's session from outside the screen, letting you pause, dial, hang up, or set a disposition programmatically.
The Agent API is a Web-facing command set that lets an outside program drive a logged-in agent's screen. You send a request to agc/api.php with the agent's user and pass, name a function, and VICIdial acts as if the agent clicked a button. It is the agent-side cousin of the Non-agent API, which handles list and lead jobs that no person is sitting in front of.
You reach for it when you want a second tool — a custom Customer Relationship Management (CRM) screen, a wallboard, or a softphone helper — to take real actions inside the agent session instead of just reading data. Because it talks over plain HTTP (Hypertext Transfer Protocol) URLs, almost any language can call it. It is one slice of the wider VICIdial API (application programming interface) surface.
What you can do with it
- Pause and resume the agent, or log them out.
- Place a manual call and hang up the live call.
- Set a Disposition so the call closes out the same way a button click would.
For remote agents who answer on a phone instead of the browser, the related ra_call_control command extends the same idea to a smaller, phone-driven flow. The Agent API is also the usual way a CRM logs that an agent on a Remote agent line started or ended an Agent session, so your records stay in step with Status (lead status) changes inside the dialer. Keep credentials server-side and never expose the API URL to a browser, since anyone with the user, pass, and source name can drive that agent's screen.
Related terms
Agent session
The stretch of time from when an agent logs in to when they log out, during which VICIdial tracks every call, pause, and status change they make.
API (application programming interface)
An API is a set of web addresses you can call from another program to make VICIdial do things or hand back data, without using the screen.
Disposition
A disposition is the short code an agent sets at the end of a call to record what happened — sale, no answer, callback, not interested, and so on.
Non-agent API
The non-agent API is a VICIdial web interface that lets outside systems read data and trigger actions, like adding leads or pulling stats, without an agent logged in.
ra_call_control
A VICIdial API function that controls a call for a remote agent — one who takes calls on an outside phone instead of the browser softphone.
Remote agent
An agent who logs into VICIdial from outside the office — usually from home — connecting their phone and screen over the internet.