API CTI – Shuttle 2.4.0 onwards
You can integrate xCALLY Shuttle with any kind of external Web Applications you like (external custom CRM, Ticketing solution, ERP etc…).
The template.js file contains the basic elements to create your Custom CTI Integration through the realtime xCally Shuttle connection, thus providing the possibility to manage and autofill your external applications with the data about the call, like the caller number or the agent who answered the call and more. You can automatically open a CTI form or pop-up, and view the call/ticket/crm data on to the xCALLY Shuttle supervisor Realtime Dashboards.
The service need to connect to xcally-realtime service through the socket to receive event notification. At the meantime, the service will be able to send command and notification to agents and user sending actions to the socket.
Important: after the download, remember to rename the template.js file!
The ringing event is dispatched following a ring event on an agent for a queue call
This is the data sample for ringing event
The abandon event is dispatched following a abandoned event on a queue call
This is the data sample for abandon event
The up event is dispatched following an answer event on an agent for a queue call
This is the data sample for up event
Event Hang Up
The hang up event is dispatched following an hangup event on an agent for a queue call
This is the data sample for hangup event
The outbound event is dispatched following the initiation of an outbound call by the agent
This is the data sample for outbound event
Open CTI to an Agent
The wakeup method is used to request the agent to open a web page
url: the address of the CTI which you want to open
peer: the Agent interface
mode: how the CTI form will be opened. Values: new_tab, new_window, new_frame
Push a notification to the Agent
The notification method is used to send a notification to the agent
peer: the Agent interface
type: the kind of toast that will be displayed to the Agent. Values: 'success', 'info', 'warning', 'error'
title: the title of the toast that will be displayed to the Agent
body: the message of the toast that will be displayed to the Agent
Push the event into the Integration Realtime section of the Administrator
The pushevent method is used to display trigger action event in Realtime section
appname: name of the Integration
data: object containing information about the call
reference: CTI creation id
url: the address of the CTI
For each event you can define which action you want the integration to perform.
In this example we associate to the UP event the CTI opening to an Agent, if the call belongs to the Sales Queue.
We also pass to the Agent a custom variable called ordernumber that we have created into the Shuttle -> Settings -> Integrations -> Custom variables section.
Add a custom integration service
1. Download the service file ’template’ and save it into the directory /etc/init.d/ of your xCALLY Shuttle server
2. Rename the ‘template’ file with your custom name
4. Change the permission of the ‘template’ file: chmod 755 /etc/init.d/template (change template with the right name)
5. Add the ’template’ service: chkconfig —add template (change template with the right name)
6. Start the service: service template start (change template with the right name)
With this configuration, your custom service will runs in parallel to xCALLY Shuttle Realtime service.