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WebPhone Parameter

CRM profile Pop-up

Click to Call

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Fetch Recordings

Fetch CDR

Fetch Voicemail

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Verto Integration


Boost Revenue

Use Autodialer

Chase Abondoned calls

Auto Call Back

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Call Whispering

Call Masking


Improve Engagement

Call Tracking

Call Back


Optimize Attendance

Live Stats

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About ZIWO

Ziwo Integration

Integrations- CRM

Integrations- CTI

Agents API

Admin API

Version control

Release Notes

References

FAQ

Tutorials

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API

 

How to generate access_token ?

Login

https://your-ziwo-api.aswat.co/auth/login

This endpoint creates a session token which will be used as access_token for all other requests as authentication.
BODY

username
[email protected]
Username of the account
password
ddAqBZmOqnYnhwM6j1Kqtn1OC7dqU4yqPtqZaVAtfO4=

Password of the account. For version earlier than 1.4.2 use encrypted password, with encyption: Base64(HMAC256(username + password with password as the secret key))
remember
true
Optional, if set, the access token generated will be valid for longer period

Logout

https://your-ziwo-api.aswat.co/auth/logout

This endpoint will destroy the session token and can no longer be available for any further requests which needs authentication.
HEADERS

access_token
b10c6840-a9e7-11e8-8476-8d2a2f09b159

How to make Click to Call ?

Agents – Make a call

https://your-ziwo-api.aswat.co/integrations/cti/agents/5555/call/0097142789947

(Click2Call) This endpoint initiates a call to the agent, upon agent receiving the call, it makes an outgoing call from the agent to the given external number.
HEADERS

api_key
04b64725-aeaf-46e8-93e7-b14045e85615
Content-Type
application/x-www-form-urlencoded
BODY

purpose
campaign
(Optional) Purpose of the call, this will be save as Note (type) for the CDR. Since v1.4.1
comment
survey
(Optional) Comment of the call, this will be save as Note (comment) for the CDR. When comment is used, purpose is mandatory. Since v1.4.1
callerIDNumber
042789904
Customize number to be displayed on the receiver’s phone. (This value has to be within the range Ziwo can accept). >= v1.4.3.

How to make Click to IVR?

IVR – Make a call

https://your-ziwo-api.aswat.co/integrations/cti/ivr/e50cbec84b9f1658d0bf3cd7876b4103/call/0505874603?callerIDNumber=0101010101&timeout=20

(Click2IVR) This initiates a call to external number given, upon receiving, it plays the given IVR (indentified by the hash) and proceeds based on the IVR rules.

The “?callerIDNumber” parameter allows you to customise the number displayed as caller on the receiver’s phone.

If you want to use one with a “+” character inside this number, you need to encode it as an URI Component.
(Example in JS: encodeURIComponent(‘+33101010101’); ).
HEADERS

api_key
04b64725-aeaf-46e8-93e7-b14045e85615
Content-Type
application/json
PARAMS

callerIDNumber
0101010101

Customize number to be displayed on the receiver’s phone. (This value has be to within the range Stark/Ziwo can accept).

timeout
20

(Optional) The maximum number of seconds to wait for an answer state from a the external number. >=v1.4.2-beta.

BODY

purpose
campaign
(Optional) Purpose of the call, this will be save as Note (type) for the CDR. Since v1.4.1
comment
survey
(Optional) Comment of the call, this will be save as Note (comment) for the CDR. When comment is used, purpose is mandatory. Since v1.4.1

How to Fetch Call history using custom filters ?

List CallS (CDRs)

https://your-ziwo-api.aswat.co/callHistory/?agents[]=1&numbers[]=2&directions[]=inbound&fromDate=2016-02-04&fromTime=12:30:09&toTime=12:56:08&toDate=2016-02-05&contactNumber=5874603&hangupBy=non-agent&hangupCauses[]=NORMAL_CLEARIN&duration[]=30&queueTalkTime[]=5&queueWaitTime[]=5&holdTime[]=5&audioQuality[]=20&queueEnterDateTime[]=2016-02-04T14:25:16.595Z&answeredDateTime[]=2016-02-04T14:25:16.595Z&phantomCalls=false&recordings=true&voicemail=true&fetchStart=0&fetchStop=5&queues[]=1&callID&crmProfiles[]=1&include[]=cdrNotes&lostInIVR=true&nonFCRRepeats=1&abandoned=true&result[]&dataFormat=

This endpoint returns list of CDR by the given filter.

HEADERS

access_token
b10c6840-a9e7-11e8-8476-8d2a2f09b159
PARAMS

agents[]
1

Filter by agent id, for multiple agents, repeat the same with another id.

numbers[]
2

Filter by call center id.

directions[]
inbound

Filter by call directions.

fromDate
2016-02-04

Filter calls by from date.

fromTime
12:30:09

Filter by from time (has to be used in comnibation with from date).

toTime
12:56:08

Filter by to time (has to be used in comnibation with to date).

toDate
2016-02-05

Filter calls by to date.

contactNumber
5874603

Filter calls by the dialer number.

hangupBy
non-agent

Filter calls by who hangup the call (agent or non-agent).

hangupCauses[]
NORMAL_CLEARIN

Filter calls by hangup causes.

duration[]
30

Filter by duration with given seconds. If 2 durations are given, calls will be filter by the duration range.

queueTalkTime[]
5

Filter by queue talk time with given seconds. If 2 queue talk times are given, calls will be filter by the queue talk time range.

queueWaitTime[]
5

Filter by queue wait time with given seconds. If 2 queue wait times are given, calls will be filter by the queue wait time range.

holdTime[]
5

Filter by hold time with given seconds. If 2 hold times are given, calls will be filter by the hold time range.

audioQuality[]
20

Filter by audio quality. If 2 audio qualities are given, calls will be filter by the audio quality range.

queueEnterDateTime[]
2016-02-04T14:25:16.595Z

Filter by queue entered date time range.

answeredDateTime[]
2016-02-04T14:25:16.595Z

Filter by queue answered date time range.

phantomCalls
false

Filter by phantom calls.

recordings
true

Filter by whether call has recordings or not.

voicemail
true

Filter by whether call has voicemail or not.

fetchStart
0

This is use to paginate the result set e.g. setting fetchStart=30 means it will output the result set from the 30th profile

fetchStop
5

This is the number of records to fetch per page for pagination. e.g. setting fetchStop=100 will fetch 100 profiles from the starting point as fetchStart

queues[]
1

Filter by queue id.

callID

Filter calls by call iD

crmProfiles[]
1

Filter by crmProfile id.

include[]
cdrNotes

This allows to include linked content : ‘cdrNotes’ will link the CDRNotes of the call and ‘crmProfile’ will include the crmProfile of the call.

lostInIVR
true

Optional, if set to true, filter calls by lost in IVR. >=v.1.4.2

nonFCRRepeats
1

>=v1.5.0 Optional filter calls which are repeated for given number of times within the FCR duration limit. Suffix a + to make a greater than equal to match.

abandoned
true

Filter by abandoned calls.

result[]

Filter by call result(s). Available options are failed, busy, lose-race, answered, cancel, timeout and transfer.

dataFormat

Dataformat is optional, when set to aggregate, the result will contain the total number of CDRs matching the filters given. NOTE: The actual CDRs will not be returned when dataFormat=aggregate is used.

References

FAQ

Tutorials

Support

API

 
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