Amazon

The Amazon Core Application Programming Interface (API) supports the Amazon Desktop, providing agent desktop functionality, such as agent state and call handling etc. The Amazon Core APIs are divided into four categories and support the following capabilities:

• Application API - This API is used to synchronize the application with the state of the Acqueon Workspace’s core component.

  • Application State Sync

• Agent APIs - These APIs allow an agent to login/logout, change the agent’s state, or put a call on mute/unmute etc.

  • Login

  • Logout

  • Agent States

  • Mute

  • Unmute

  • Answer

  • Reject

  • Hold

  • Resume

  • Clear Contact

• Inbound APIs - The Inbound APIs represents how to handle inbound calls such as make a call, drop a call etc.

  Call State Synchronization	Call Event Parameters	Incoming Call	Missed Call
  Answer Call	Reject Call	Hold Call	Resume Call
  Disconnect Call	Clear Contact	Consult Call	Swap Call
  Transfer Call	Conference Call	Send DTMF	Make Call
  Recording Status Event	Pause Recording	Resume Recording

• Outbound APIs - The outbound APIs represents how to handle outbound calls such as answer, close, and reject a call, etc.

  Call State Synchronization	Campaign Manager Status	Campaign Manager Connection Status	Tethered Call Event
  Agent Status Event	Agent Next Status Event	Drop Tethered Call	Hold Call
  Resume Call	Disconnect Call	Make Preview Call	Skip Preview Call
  Close Preview Call	Clear ACW Call	Get Consult Agent List	Get Consult Queue List
  Consult Call	Drop Consult Call	Transfer Call	Conference Call
  Queue Transfer Call	Accept Warm Transfer Call	Reject Warm Transfer Call	Call Outcome Set Event
  Swap Call	External Consult Call	Send DTMF	Pause Recording
  Resume Recording	Outbound Call Event Parameters