API CTI  – Shuttle 2.4.0 onwards

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Important: after the download, remember to rename the template.js file!

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Event Ringing

event.ringing = function(data) {

 console.log('ringing');

 wakeup('http://www.google.it', data.peer, 'new_tab');

 };

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{ event: 'up',
queue: 'CC-SIPP',
agentname: 'John Doe',
agentnum: '1007',
peer: 'SIP/john.doe',
direction: 'inbound',
uniqueid: '1437069264.914',
context: 'from-sip',
extension: '9999',
trunk: 'SIP/demo.trunk-00000392',
callernum: '998',
holdtime: '2',
ringtime: '0',
up: true }

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Event Hang Up

event.hangup = function(data) {
  console.log('hangup');
  wakeup('http://www.google.it', data.peer, 'new_tab');
};

Event Outbound

event.outbound = function(data) {
  console.log('outbound');
  wakeup('http://www.zendesk.it', data.peer, 'new_window');
};

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Open CTI to an Agent

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var wakeup = function(url, peer, mode) { socket.emit('AgentCTI', { url: url, peer: peer, mode: mode }); };

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mode: how the CTI form will be opened. Values: new_tab, new_window, new_frame

 

Push a notification to the Agent

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var notification = function(peer, type, title, body) { socket.emit('AgentCTINotification', { peer: peer, type: type, title: title, body: body }); };

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body: the message of the toast that will be displayed to the Agent 

Push the event into the Integration Realtime section of the Administrator

These data will populate the following section of xCALLY Realtime:

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var pushevent = function(appname, data, reference, url) {
  data.time = new Date();
  socket.emit('RealtimeCTI', {
    type: appname,
    channel: data,
    reference: reference,
    url: url
  });
};

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where
appname: name of the Integration
data: object containing information about the call
reference:  CTI creation id
url: the address of the CTI

Example

For each event you can define which action you want the integration to perform.

In this example we associate to the UP event the CTI opening to an Agent, if the call belongs to the Sales Queue.

We also pass to the Agent a custom variable called ordernumber that we have created into the Shuttle -> Settings -> Integrations -> Custom variables section.

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Add a custom integration service

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