Voice Management API

General information

The Voice Management API allows you to configure and monitor call processing.

1 Constraints

This API is based on the REST constraints. The data is provided in JSON format.

You must obtain the access URL and your authentication information from your Axialys representative.

1.1 Query format

Queries will be formatted as follows:

https://SERVER/vm...?user=<username>&password=<password>

Regarding the format of the parameters:

  • phone numbers are expected in the E.164 format (i.e. country code followed by the national number, for example 33145420000 for a Parisian number).
  • dates are expected in the ISO 8601 format. However, our system will accept the most common variations, including the YYYY-MM-DD HH:MM format.

1.2 Response format

Responses are provided in the default JSON format unless the query is from a browser, in which case the data is presented in HTML format. To force a JSON response, add the parameter

accept=application/json

.

Please note that the JSON response is likely to contain additional data, in the event that the API has evolved. You do not need to take it into consideration.

2 General info

2.1 Operator retrieval

This API provides the operator listing.

URL/vm/operators
Method(s)GET

You can retrieve a specific operator via:

URL/vm/operators/<id_operator>
Method(s)GET

You can also use the POST method to filter the following data:

NameTypeOblig.Description
emailEmailNe-mail address
loginAlphanumericNLogin

Returned data

The returned data includes the parameters entered as input, as well as the following data:

NameTypeOblig.Description
idYE-mail address
emailE-mailNE-mail address
realnameAlphanumericYPerson’s name
loginAlphanumericYLogin

2.2 Retrieval of the operators’ current status

Be careful not to make more than one request every 30 secs, because eventually a check gets activated.

This API provides the operator listing.

URL/vm/operators_init
Method(s)GET

You can retrieve a specific operator via:

URL/vm/operators_init/<id_operator>
Method(s)GET

Returned data

The returned data includes the parameters entered as input, as well as the following data:

NameTypeOblig.Description
idYoperator id
etatavailable,ringing,calling,connected,unavailableNoperator status
ui_loginDateNdate of last login
ui_logoutDateNdate of last logout
pauseDateNcurrent operator break
ui_pauseDateNdate of last break
ui_unpauseDateNdate of last break unpause

2.3 Group retrieval

This API provides the group listing.

URL/vm/groups
Method(s)GET

You can retrieve a specific group via:

URL/vm/groups/<id_groupe>
Method(s)GET

You can also use the POST method to filter the following data:

NameTypeOblig.Description
nameAlphanumericNName of the group searched for

Returned data

The returned data includes the parameters entered as input, as well as the following data:

NameTypeDescription
idE-mail address
nameAlphanumericName of the group searched for

2.4 Retrieving the operator status history

This API provides the operator status listing. Please note that the status doesn’t provide the current status, but only the history (inserted once the operator changes state. Call information can also be added later.)

URL/vm/calls/status
Method(s)POST

Requests must be made in the form:

curl -u <username>:<password> "https://api.axialys.com/vm/calls/status" -X POST -d '{"date":"2019-04-20","date_end":"2019-05-01"}'

Settings

NameTypeOblig.Description
dateDateYPeriod start date/time.
date_endDateYPeriod end date/time.
id_opDigitalNOperator ID.

Returned data

The returned data includes the parameters entered as input, as well as the following data:

NameTypeDescription
id_opOperator ID
durationFullDuration in seconds
dateDate/hourEvent start date
id_callFullCall ID
infosString of charactersAdditional info
typeString of charactersType of event (call_in, call_out, break, login, catchup)
There is no login_out in Type, because with the login, you know the start date and the duration.

3 Statistics

3.1 Calls received (numbers)

This API provides overall statistics on the number of calls received via telecommunications for a given period (default: the current day).

URL : /vm/stats/numbers_calls Méthode acceptée : GET

Parameters

NameTypeMand.Description
from_dateDate/TimeNPeriod start date/time. Default: today at 00:00
to_dateDate/TimeNPeriod end date/time. Default: now.
dest_numberAlphanumNSpecific number for which you want data. This parameter can be specified more than once; in this case, the data for all the numbers indicated will be aggregated.
include_realtime NWhen this parameter is set, data on the “real-time” status of current calls is included.

Data returned

The data returned includes the input parameters as well as the following data:

NameTypeMand.Description
total_durationIntegerYTotal duration of calls received in seconds.
calls_countIntegerYTotal number of calls received.
agent_connected_calls_countIntegerYNumber of calls that resulted in a successful connection to an agent.
active_callsIntegerNNumber of active calls on the number(s) included in the query (if include_realtime).
in_conversation_callsIntegerNThe number of calls in conversation on the number(s) included in the query (if include_realtime).
oldest_call_sinceDate/TimeNTimestamp of the beginning of the oldest active call (if include_realtime).
oldest_in_conversation_call_sinceDate/TimeNTimestamp of the beginning of the oldest active call in conversation (if include_realtime).
It is not possible to request a period longer than one month.

3.2 Calls received (agent groups)

This API provides statistics on the number of calls received by the agent groups for a given period (by default, the current day).

URL : /vm/stats/group_calls Méthode acceptée : GET

Parameters

NameTypeMand.Description
from_dateDate/TimeNPeriod start date/time. Default: today at 00:00
to_dateDate/TimeNPeriod end date/time. Default: now.
group_idNumericNID of the specific group for which you want data. This parameter can be specified more than once; in this case, the data for all the groups indicated will be aggregated.
include_realtimeNWhen this parameter is set, data on the “real-time” status of current calls is included.

Data returned

The data returned includes the input parameters as well as the following data:

NameTypeMand.Description
total_durationIntegerYTotal duration of calls received by the agents in seconds.
calls_countIntegerYTotal number of calls received by the agents.
agent_connected_calls_countIntegerYNumber of calls answered by an agent.
active_callsIntegerNNumber of active calls for the group(s) included in the query (if include_realtime).
oldest_call_connected_sinceDate/TimeNTimestamp of the beginning of the oldest active conversation with an agent (if include_realtime).
oldest_call_waiting_sinceDate/TimeNTimestamp of the beginning of the oldest current call waiting (if include_realtime).
It is not possible to request a period longer than one month.

3.3 Monitoring (agent groups)

This API provides current statistics for monitoring a group of agents.

URL : /vm/stats/group_stats Méthode acceptée : GET

Query format

Queries must be formatted as follows:

curl -u <username>:<password> "https://api.axialys.com/vm/group_stats/<id_group>" -X GET

or

wget -qO- "https://<username>:<password>@api.axialys.com/vm/group_stats/<id_group>"

Parameters

NameTypeMand.Description
group_idIntegerNID of the specific group for which you want data.

Data returned

The data returned includes the input parameter as well as the following data:

NameTypeDescription
group_nameAlphanumericGroup name
nbr_globalFullNumber of Global calls
nbr_global_reelFullNumber of one-off Global calls, in the event of excess calls
nbr_escaladesFullNumber of Escalated calls
pourc_decrocheFullPercentage of Off-hook calls
nbr_commFullNumber of In communication calls
nbr_attenteFullNumber of Pending calls
nbr_perdusFullNumber of Lost calls
nbr_perdus_reelFullNumber of one-off Lost calls, in the case of excess calls
tps_max_attenteHourMax waiting time
tps_moyen_attenteHourAverage waiting time
tps_moyen_commHourAverage communication time
tps_moyen_abandonHourAverage abandonment time
nbr_appels_attente_moins1mFullNumber of people waiting less than 1 minute
nbr_appels_attente_1a3mFullNumber of people waiting between 1 and 3 minutes
nbr_appels_attente_3mplusFullNumber of people waiting for more than 3 minutes
nbr_abandonneFullNumber of calls abandoned in less than X seconds. In less than 5 seconds by default.
nbr_reponduFullNumber of calls answered in less than X seconds. In less than 45 seconds by default.
tps_moyen_catchupHourAverage catchup time
The frequency of use should not exceed 1 query every 10 seconds.