Manual Outbound APIs

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Make a Call

Overview

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

Pre-requisite

The agent must be in the Available State.

Sequence Diagram

Message Structure

Request Parameter	Value	Data type	Description
channel	Five9	string	Specifies the communication channel
data	“6085559000”	string	The contact number of the customer
topic	InBoundCall	string	Assigned to specify the call type
Subtopic	InBoundCallStateChange	string	string Static value

Response Parameters	Value
channel	Genesys
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
ResponseFields	JSON Object	The call information object.	Refer the Response Field Parameters table.
User	JSON Object	The Genesys agent details object value.	{ "UserId": "Test Agent", "Extension": "testagent.a@testdomain.com" }
id	String	The Call ID generated by the Genesys application.	1fea4441-ff4e-4aa4-a2c1-821fa51832f5
event	String	The Genesys call state value.	Contacting
CallType	String	The Genesys call direction value.	Outbound

Response Field Parameters

Parameter	Data Type	Description	Sample Value
toAddress	String	The dialed contact number.	6085559000
CallState	String	The Genesys call state value.	Contacting
Type	String	The Genesys call direction value.	Outbound
OutboundType	String	The type of Outbound Call - whether using a pacing mode or a manual dial	manualdial

Sample Request

{
          subtopic: "SetMakeCall",          
          data: 6085559000,
          channel: "Genesys ",
          topic: "InboundCall"
}

Sample Response

 {
    "channel": "Genesys",
    "topic": " outbound",
    "subtopic": " OutBoundCallStateChange ",
    "message": {
    "call": {
        "ResponseFields": {           
            "toAddress": "6085559000",
            "CallState": "contacting",
            "Type": "outbound",            
            "OutBoundType": "manualdial"       
        },
        "User": {
            "UserId": “Test Agent",
            "Extension": "testagent.a@testdomain.com"
        },
        "id": "1fea4441-ff4e-4aa4-a2c1-821fa51832f5",
        "event": "contacting",
        "CallType": "outbound"
    },
    "source": "event"
   }
}

Compatible Workspace Version

3.19.2403 onwards

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