Manual Outbound APIs

Share
Dark
Light

Article summary

Did you find this summary helpful?

Thank you for your feedback

Overview

This API allows a user to make a call. To make a call, a new dialog object is created which initiates a call from the Agent to a specified dial number.

Pre-requisite

The agent must be in the Ready state.

Sequence Diagram

Message Structure

Request Parameter	Value	Data type	Description
channel	Five9	string	Specifies the communication channel
data	“6081234567”	string	The contact number of the customer
topic	InboundCall	string	Assigned to specify the call type
Subtopic	SetMakeCall	string	Static value

Response Parameters	Value
channel	Five9
topic	Outbound
subtopic	OutboundCallStateChange
message	JSON Object

Message Parameters

Parameter	Data Type	Description	Sample Value
call	JSON Object	The current call object.
source	String	The sources of response.	event

Call Parameters

Parameter	Data Type	Description	Sample Value
CallVariables	JSON Object	The customer details associated with the call.
ResponseFields	JSON Object	The call information object.	Refer the Response Field Parameters table.
id	String	The Call ID generated by the Five9 application.	300000000115271
event	String	The name of any one of the events received from Five9.	WRAP_UP, ringing_on_other_side, talking, finished
CallType	String	The call type.	Outbound

Response Field Parameters

Parameter	Data Type	Description	Sample Value
interactionData	JSON Object	The call detail information.	Refer the Interaction Data Parameters table.
fromAddress	String	The external number.	6081234567
CallState	String	The name of any one of the events received from Five9.	WRAP_UP, ringing_on_other_side, talking, finished
Type	String	The call type.	Outbound
OutboundType	String	The Outbound Call type.	manualdial
CallAgent	String	The logged-in agent.	Five9@acqueon.com

Interaction Data Parameters

Parameter	Data Type	Description	Sample Value
agentId	String	The agent ID.	300000001745182
agent	String	The agent email address.	Five9@acqueon.com
agentName	String	The agent name used to log in to the application.	InboundFive9_Softphone@acqueon.com
agentExtension	String	The agent extension number.	0018
domainName	String	The Five9 domain name.	Acqueon
locale	String	The agent locale setting.	en-US
contactDisplayName	String	Display name associated with a contact.	Allison MyChart
CallType	String	The type of call.	Outbound
click2DialData	String	The original object passed to the CrmApi#click2dial API.
CallState	String	The name of any one of the events received from Five9.	offered, ringing_on_other_side, talking, finished
callid	String	The unique ID for the call session generated by Five9.	300000000115255
interactionId	String	The Five9 Call Session ID.	89C5391899B7428F888911553B10E7C8
sessionId	String	The Five9 Session ID.	7FAEB1EC6E6C496A8069417763DC9F2D
startTime	String	The call start time in Unix timestamp format, that is, measured in milliseconds.	1710999868452
distributionMode	String	The method used to allocate the interaction to an agent.	Automatic
type	String	The interaction type.	Call PreviewCall QueueCallback SkillVoicemail Chat Email For more information, click Reference.
interactionSubType	String	The interaction sub-type.	Call

Sample Request

}
          subtopic: "SetMakeCall",          
          data: 6081234567,
          channel: "Five9",
          topic: "InboundCall"
}

Sample Response

{
    "channel": "Five9",
    "topic": "outbound",
    "subtopic": "OutBoundCallStateChange",
"message": {
    "call": {
        "ResponseFields": {
            "interactionData": {
                "agentId": "300000001745182",
                "agent": "Five9@acqueon.com",
                "agentName": "Five9_Softphone @acqueon.com",
                "agentExtension": "0018",                
                "domainName": "Acqueon",
                "locale": "en-US",                
                "contactDisplayName": "Allison Mychart",
                "click2DialData": {
                    "clickToDialNumber": "6081234567"
                },
                "callType": "AGENT",
                "callState": "WRAP_UP",
                "callId": "300000000115271",                
                "interactionId": "DD80226271414A229947131A92EE86C3",
                "sessionId": "37D1E3B2067D49A183AB781062108666",                
                "startTime": 1711000862149,
                "distributionMode": "Automatic",
                "type": "Call",                
                "interactionSubType": "Call"
            },            
            "fromAddress": "6081234567",
            "CallState": "WRAP_UP",
            "Type": "outbound",            
            "OutBoundType": "manualdial",            
            "CallAgent": "Five9@acqueon.com"
        },
        "id": "300000000115271",
        "event": "WRAP_UP",
        "CallType": "outbound",
        "CallVariables": {        
            "user_name": "Five9@acqueon.com",
            "full_name": "Five9_Softphone @acqueon.com"
        }
    },
    "source": "event"
        }
}

In the scenario described above, when a WRAP_UP event is received, it indicates that the call initiation was unsuccessful. Upon successfully establishing a call, events such as RINGING_ON_OTHER_SIDE and TALKING are triggered. For detailed information on handling RINGING_ON_OTHER_SIDE and TALKING events, refer to the Outbound APIs topic.

Compatible Workspace Version

3.19.2403 onwards

Was this article helpful?

What's Next

Agent State APIs

Table of contents