API CTI – Shuttle 2.4.0 onwards
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The template.js file contains the basic elements to create your Custom CTI Integration through the realtime xCally Shuttle connection, thus providing the possibility to manage and autofill your external applications with the data about the call, like the caller number or the agent who answered the call and more. You can automatically open a CTI form or pop-up, and view the call/ticket/crm data on to the xCALLY Shuttle supervisor Realtime Dashboards.
The service need to connect to xcally-realtime service through the socket to receive event notification. At the meantime, the service will be able to send command and notification to agents and user sending actions to the socket.
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If Secure Connection is enabled, use https://localhost:8888 for socket connection, otherwise use http://localhost:98888 |
You can download the template.js file here and the service file here
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{
event: 'ringing',
queue: 'CC-SIPPSupport',
agentname: 'JohnAndrea DoeBianco',
agentnum: '10071000',
peer: 'SIP/johnandrea.doebianco',
direction: 'inbound',
uniqueid: '14370692641599601698.91494',
context: 'from-sip',
extension: '99996000',
trunk: 'SIP/demo.trunktelephone-000003920000005e',
callernum: '998'1003',
callername: 'telephone',
ringing: true,
sipname: 'andrea.bianco',
channel: 'SIP/telephone-0000005e'
} |
Event Abandon
The abandon event is dispatched following a abandoned event on a queue call
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{
event: 'abandon',
queue: 'Support',
direction: 'unmanaged',
uniqueid: '1599601824.96',
callernum: '1003',
callername: 'telephone',
channel: 'SIP/telephone-00000060',
holdtime: '4',
unmanaged: true
} |
Event Up
The up event is dispatched following an answer event on an agent for a queue call
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{
event: 'up',
queue: 'CC-SIPPSupport',
agentname: 'JohnAndrea DoeBianco',
agentnum: '10071000',
peer: 'SIP/johnandrea.doebianco',
direction: 'inbound',
uniqueid: '14370692641599601698.91494',
context: 'from-sip',
extension: '99996000',
trunk: 'SIP/demo.trunktelephone-000003920000005e',
callernum: '998'1003',
callername: 'telephone',
holdtime: '2',
ringtime: '0',
up: true,
sipname: 'andrea.bianco',
channel: 'SIP/telephone-0000005e'
} |
Event Hang Up
The hang up event is dispatched following an hangup event on an agent for a queue call
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{
event: 'hangup',
queue: 'Support',
agentname: 'Andrea Bianco',
agentnum: '1000',
peer: 'SIP/andrea.bianco',
direction: 'inbound',
uniqueid: '1599601698.94',
context: 'from-sip',
extension: '6000',
trunk: 'SIP/telephone-0000005e',
callernum: '1003',
callername: 'telephone',
holdtime: '2',
ringtime: '0',
talktime: '2',
reason: 'agent',
hangup: true,
sipname: 'andrea.bianco',
channel: 'SIP/telephone-0000005e'
} |
Event Outbound
The outbound event is dispatched following the initiation of an outbound call by the agent
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{
event: 'outbound',
integrationid: '-1',
routeid: '1',
agentname: 'Andrea Bianco',
agentnum: '1800800800',
direction: 'outbound',
uniqueid: '1599601871.98',
context: 'from-sip',
extension: '3925926421',
trunk: 'SIP/123456789@Demo Trunk',
callernum: '123456789',
channel: 'SIP/andrea.bianco-00000062',
peer: 'SIP/andrea.bianco',
outbound: true,
sipname: 'andrea.bianco'
} |
Open CTI to an Agent
The wakeup method is used to request the agent to open a web page
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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
});
}; |
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.
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