Mute Call

This API allows an Agent to mute a call that is currently active.

This API is applicable only for Muti-party calls.

Pre-requisite

The agent must be on an active call.

Sequence Diagram

The following figure illustrates the workflow of hold call API:

The following figure illustrates the workflow of mute call failure:

Message Structure

Possible Error Codes

Sample Request

{
    "channel": "Amazon",
    "topic": "InboundCall",
    "subtopic": "Mute",
    "source": "myapp",
    "data": "1233dc5f-6d09-4752-85a0-cfca6fc445e7"
}

Sample Response - Call Type: Agent

{
  "channel": "Amazon",
  "topic": "InboundCall",
  "subtopic": "InboundCallStateChange",
  "message": {
    "call": {
      "ButtonStates": {
        "items": {
          "answer": "Hide",
          "reject": "Hide",
          "disconnect": "Enable",
          "hold": "Hide",
          "resume": "Hide",
          "clearContact": "Hide",
          "consult": "Enable",
          "numberpad": "Hide",
          "swap": "Hide",
          "transfer": "Hide",
          "conference": "Hide",
          "mute": "Hide",
          "unmute": "Hide"
        },
        "count": 13
      },
      "ActionsAllowed": null,
      "ResponseType": 0,
      "ResponseText": "Success",
      "ResponseActual": {
        "connectionId": "477c9fb2-b6e8-4dd1-919e-5b0df87ca388",
        "contactId": "c7f2cc59-5d33-4126-b2af-eabc63f05218",
        "phoneNumber": null,
        "status": "connected",
        "statusTimestamp": "2023-03-30T11:21:49.227Z",
        "type": "agent",
        "isInitialConnection": false,
        "buttonStates": {
          "answer": false,
          "reject": false,
          "disconnect": true,
          "hold": false,
          "resume": false,
          "clearContact": false,
          "consult": true,
          "numberpad": false,
          "swap": false,
          "transfer": false,
          "conference": false,
          "mute": false,
          "unmute": false
        },
        "previousStatus": "connecting",
        "startTimestamp": "2023-03-30T11:21:21.520Z"
      },
      "CallVariables": {
        "Application": "Desktop"
      },
      "ExtendedCallVariables": null,
      "ResponseFields": {
        "Participants": [
          
        ],
        "MediaProperties": {
          "callType": "agent",
          "queueName": "NativeQueue",
          "queueTimestamp": "2023-03-30T11:21:21.410Z"
        },
        "fromAddress": null,
        "CallState": "connected",
        "Type": "agent",
        "Campaign": "",
        "CallStartTime": "2023-03-30T11:21:21.520Z",
        "CurrentStateTime": "2023-03-30T11:21:49.227Z",
        "CallDurationInSec": 78,
        "StateDuration": "01:18",
        "CurrentStateDuration": "00:50",
        "LocaleStartTime": "3/30/2023 4:51:21 PM",
        "LocaleLastStateTime": "3/30/2023 4:51:49 PM",
        "OutBoundType": "",
        "DN": "NativeQueue",
        "RecordingStatus": "Disabled"
      },
      "User": {
        "UserId": "sasic",
        "Extension": ""
      },
      "id": "477c9fb2-b6e8-4dd1-919e-5b0df87ca388",
      "event": "connected",
      "CallType": "agent"
    },
    "source": "event"
  }
}

Sample Response - Call Type: Outbound

{
  "channel": "Amazon",
  "topic": "InboundCall",
  "subtopic": "InboundCallStateChange",
  "message": {
    "call": {
      "ButtonStates": {
        "items": {
          "answer": "Hide",
          "reject": "Hide",
          "disconnect": "Enable",
          "hold": "Enable",
          "resume": "Hide",
          "clearContact": "Hide",
          "consult": "Hide",
          "numberpad": "Hide",
          "swap": "Hide",
          "transfer": "Hide",
          "conference": "Hide",
          "mute": "Hide",
          "unmute": "Enable"
        },
        "count": 13
      },
      "ActionsAllowed": null,
      "ResponseType": 0,
      "ResponseText": "Success",
      "ResponseActual": {
        "connectionId": "015eabb3-fade-4b0a-8082-e9b7cac23b79",
        "contactId": "c7f2cc59-5d33-4126-b2af-eabc63f05218",
        "phoneNumber": "+12082097345",
        "status": "connected",
        "statusTimestamp": "2023-03-30T11:22:39.227Z",
        "type": "outbound",
        "isInitialConnection": true,
        "buttonStates": {
          "answer": false,
          "reject": false,
          "disconnect": true,
          "hold": true,
          "resume": false,
          "clearContact": false,
          "consult": false,
          "numberpad": false,
          "swap": false,
          "transfer": false,
          "conference": false,
          "mute": false,
          "unmute": true
        },
        "previousStatus": "hold",
        "startTimestamp": "2023-03-30T11:21:21.520Z"
      },
      "CallVariables": {
        "Application": "Desktop"
      },
      "ExtendedCallVariables": null,
      "ResponseFields": {
        "Participants": [
          
        ],
        "MediaProperties": {
          "callType": "outbound",
          "queueName": "NativeQueue",
          "queueTimestamp": "2023-03-30T11:21:21.410Z"
        },
        "fromAddress": "+12082097345",
        "CallState": "connected",
        "Type": "outbound",
        "Campaign": "",
        "CallStartTime": "2023-03-30T11:21:21.520Z",
        "CurrentStateTime": "2023-03-30T11:22:39.227Z",
        "CallDurationInSec": 78,
        "StateDuration": "01:18",
        "CurrentStateDuration": "00:00",
        "LocaleStartTime": "3/30/2023 4:51:21 PM",
        "LocaleLastStateTime": "3/30/2023 4:52:39 PM",
        "OutBoundType": "MANUAL",
        "DN": "NativeQueue",
        "RecordingStatus": "Started"
      },
      "User": {
        "UserId": "sasic",
        "Extension": ""
      },
      "id": "015eabb3-fade-4b0a-8082-e9b7cac23b79",
      "event": "connected",
      "CallType": "outbound"
    },
    "source": "event"
  }
}