Make a Call

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Overview

This API enables users to initiate a call. When a call is made, a new Dialog object is created. This dialog object handles dialing from the Agent to the specified phone number.

Pre-requisite

The agent must be in the Ready State.

Sequence Diagram

Message Structure

Request Parameters	Value
channel	Finesse
topic	OutboundCall
subtopic	MakeCall
data	6085559000

Message Parameters

Parameter	Data Type	Description	Sample Value
channel	String	The communication channel.	Finesse
topic	String	The call type.	OutboundCall
subtopic	String	Static value.	MakeCall
data	String	The customer contact number.	6085559000

Response Parameter

Request Parameters	Value
Channel	Finesse
topic	Outbound
subtopic	OutboundCallStateChange
message	JSON Object

Message Parameters

Parameter	Data Type	Description	Sample Value
call	JSON Object	The current call object.	Refer the Call Parameters table.
source	String	The source of response.	event

Call Parameters

Parameter	Data Type	Description	Sample Value
Callvariables	JSON Object	Contains customer details associated with the call.
ResponseFields	JSON Object	Call information object within the response.	Refer the Response Fields Parameters table.
ResponseActual	JSON Object	Call information object.	Refer the Response Actual Parameters table.
id	String	A Finesse unique identifier generated for each call.	16930170
event	String	The name of any one of the event received from Finesse.	Alerting, initiating, initiated, active, wrap-up, dropped
CallType	String	TType of call received from Finessehe call type.	Ob_out

Response Actual Parameters

Parameter	Data Type	Description	Sample Value
fromaddress	String	The agent extension number.	5024
id	String	A Finesse unique identifier generated for each call.	16931857
mediaType	String	The media type received from Finesse.	Voice
state	String	The name of any one of the event received from Finesse.	Alerting, initiating, initiated, active, wrap-up, dropped
toaddress	String	The destination address or phone number that the call is directed towards.	08234567899
participants	JSON Object	Participants' details received from Finesse.	Refer the Participants Parameters table.
mediaProperties	JSON Object	Call information object received from Finesse.	Refer the mediaProperties Parameters table.

Participants Parameters

Parameter	Data Type	Description	Sample Value
mediaaddress	String	Agent extension number.	5024
mediaaddresstype	String	Type of media address received from Finesse.	Agent_device
starttime	String	The call start time in ISO 8601 format.	2024-04-15T04:17:16.368Z
state	String	The name of any one of the event received from Finesse.	Alerting, initiating, initiated, active, wrap-up, dropped
statechangetime	String	The start change time of the call in ISO 8601 format.	024-04-15T04:17:16.368Z

mediaProperties Parameters

Parameter	Data Type	Description	Sample Value
CallType	String	The call type received from Finesse.	OUT
dialednumber	String	The number that the caller has dialed.	08234567899

Response Fields Parameters

Parameter	Data Type	Description	Sample Value
fromaddress	String	The agente extension number.	5024
toaddress	String	The customer contact number.	908688553209
Callstate	String	The name of any one of the event received from Finesse.	Alerting, initiating, initiated, active, wrap-up, dropped
Type	String	Type of call received from Finesse.	OB_OUT
Campaign	String	The unique campaign ID generated by Finesse.	16931857
OutBoundType	String	Type of communication.	manualdial

Sample Request

{
          subtopic: "MakeCall",          
          data: 1234567890,
          channel: "Finesse",
          topic: "OutboundCall"
}

Sample Response

{
    "channel": "Finesse",
    "topic": "outbound",
    "subtopic": "OutBoundCallStateChange",
    "message": {
        "source": "event",
        "call": {
            "ResponseActual": {
                "fromAddress": "5024",
                "id": "16931876",
                "mediaType": "Voice",
                "participants": {
                    "Participant": [
                        {
                            "mediaAddress": "5024",
                            "mediaAddressType": "AGENT_DEVICE",
                            "startTime": "2024-04-23T09:39:11.433Z",
                            "state": "WRAP_UP",
                            "stateChangeTime": "2024-04-23T09:42:40.113Z"
                        }
                    ]
                },
                "state": "ACTIVE",
                "toAddress": "08234567899",
                "mediaProperties": {
                    "callType": "OUT",
                    "dialedNumber": "08234567899",
                }
            },
            "ResponseFields": {
                "fromAddress": "5024",
                "toAddress": "08234567899",
                "CallState": "WRAP_UP",
                "Type": "OB_OUT",
                "Campaign": "16931876",
                "OutBoundType": "manualdial"
            },
            "id": "16931876",
            "CallType": "OB_OUT",
            "event": "WRAP_UP",
            "CallVariables": {
          
            }
        }
    }
}

Compatible Workspace Version

3.20

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