שליחת לוג שיחות מכל מרכזית ענן

ניתן לחבר מרכזיות למערכת ה-CRM בעזרת שימוש ב- API ולקבל פירוט שיחות יוצאות, שיחות ננטשות ושיחות נכנסות לטלפון של העסק, בהתאם לאפשרויות המרכזיה.

 

תיעוד השיחות במערכת ניהול הלקוחות מתבצע בעזרת שליחת נתונים ב- JSON לאובייקט השיחות הקיים במערכת דרך כתובת ה-URL:

 

https://api.powerlink.co.il/web/cdr_log.ashx?orgid=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx

 

דגשים:

 

על מנת לקבל את הערך השווה ל-orgid ולהכניסו לכתובת ה URL, יש לגשת לממשקי אינטרנט ולהעתיק את הערך הקיים עבור מזהה הארגון.

סוג השיחה נקבע על פי ערך השדה type וסטטוס השיחה על פי ערך השדה status.

כמות השדות בעלי הערכים עלולה להיות שונה מסוג שיחה אחד לשני. ישנם שדות שאינם חובה.

 

דוגמה ל- JSON תקין עבור שיחה נכנסת שנענתה

 

{

  "caller": "xxxxxxxxxxx",

  "target": "xxxxxxxxxxx",

  "time": 156123123,

  "duration": 37,

  "ivruniqueid": "xxxxxxxxxxx",

  "type": "Incoming Call",

  "status": "ANSWER",

  "targetextension": "xxxxxxxxxxx",

  "callerextension": "",

  "did": "xxxxxxxxxxx",

  "queueid": 0,

  "queuename": "",

  "record": "http://callrecording.mp3",

  "price": 0.0,

  "dialtime": 8,

  "representative_name": "xxxxxxxxxxx",

  "representative_code": "xxxxxxxxxxx",

  "targetextension_name": "xxxxxxxxxxx",

  "callerextension_name": "",

  "target_country": "",

  "caller_country": "Israel"

}


 

CDR request parameters:


 

#

Field

Description

Example

1

caller

Displays the caller’s phone number. The number that will appear at the destination

"caller":"0722776772"

2

target

Displays the destination of the call. Can be a phone number or the extension SIP code. The phone number value will be sent with the international country prefix.

"target":"AAPINFzL" / "target":" 972722776772" 

3

time

Displays the time that that the call was made in Epoch time.

"time":1536855354

4

duration

Displays the duration of the call(seconds). This duration does not include the ringing duration only the actual time of the conversation that was made

"duration":33

5

ivruniqueid

Displays the ID code of the specific call.

“ivruniqueid":"201809131615530APIAPIAPIAac40c3d53" 

6

type

Displays the type of Call. For example: if it is an incoming/outgoing call? There are several call types.

"type":"Incoming Call" / "type":"Extension Outgoing" / "type":" Click2Callleg1" 

7

status

Displays what happened with the specific call? There are several call statuses. 

"status":"ANSWER" / "status":"ABANDONE / "status":"TE"

8

targetextension

Displays the extension SIP code that answered to the incoming call. Sometimes this value will be identical to the "target" field. There are cases that the incoming call is received not directly to the extension, so the "target" can display different value.

"targetextension":"AAPINFzL"

9

callerextension

Displays the extension SIP code that the call was dialed from. This value is different from the "caller" field. In the "caller" field we display the actual number that will appear at the destination

"callerextension":" AAPINFzL"

10

did

Displays the origin phone number that the caller called to. 

"did":"0722776772"

11

queueid

If the call was directed to a queue service, it displays the queue code ID. In case there is no queue, the value will be 0(and not null).

"queueid":12345

12

queuename

If the call was directed to a queue service, it displays the queue name

"queuename":"Service Queue"

13

record

Displays a URL link to the call recording.

"record":"http://starkey-centrex-recordings.s3.amazonaws.

14

price

Displays the total price of the call in ILS cents (Agorot).

"price":7

15

dialtime

Displays the ringing duration of the call(seconds). Not include the actual conversation duration.

"dialtime":23 

16

representative_name

Displays the communication system user name that the specific call was associated with. 

"representative_name":"Walter Melon"

17

representative_code

Displays the communication system user ID code that the specific call was associated with.

"representative_code":" 9996 "

18

targetextension_name

Displays the communication system extension name that answered to the specific call

"targetextension_name":"Walter Melon" 

19

callerextension_name

Displays the communication system exte

 

nsion name that this specific call was made from.

"callerextension_name":" Walter Melon"

20

target_country

Displays the country name that this outgoing call was made to.

"target_country":"Israel" 

21

caller_country

Displays the country name that this incoming call was made from.

"caller_country":"Israel"

22

seconds_waiting_in_queue

This field will only be sent in the json CDR, if the specific called was directed to a queue. It displays the duration(seconds) that the caller waited in the queue.

"seconds_waiting_in_queue":5

23

OriginalIvrUniqueID

This field will only be sent in the json CDR, if the specific called was related to another call. It displays the origin call code ID. Sometimes calls are transferred in the organization. 

"OriginalIvrUniqueID":" 201809131730110122APIAPIAPIAPI "

 

Call types: 


 

#

CDR type name 

Description

1

Incoming Call

A regular incoming call that was dialed to a phone number and ended up in the IVR or an extension (did not end in a queue, which will make it type 4).

2

CC 

A call that was made through a calling card (Access number) service.

3

Extension Outgoing

A regular outgoing call (manually dialed from the phone).

4

Queue 

An incoming call that was received by a queue.

5

Click2Call leg1 

A call that was made by click2call (Not by Dialer). Leg 1 of the call. Leg 1 - the initial connection of the call to the extension. This is the “Phone” parameter in the Click2call API. 

6

Click2Call leg2

A call that was made by click2call (Not by Dialer). Leg 2 of the call. Leg 2 - the actual call that is being made to the destination. This is the “Target” parameter in the Click2call API. 

7

VoiceMail 

A call that was answered by communication system voicemail.

8

Callference

A call that was made through communication system callference service.

9

XferCDR

A call that manually transferred from an extension to a DID/another extension.

10

ProductiveCall Leg1 

A "leg 1" Agents Auto Dialer calls. Leg1 - the initial connection of the call to the extension. 

11

ProductiveCall Leg2

A "leg 2" Agents Auto Dialer calls. Leg 2 -the actual call that is being made to the destination.

12

Scrubber

A call that was made through communication system's Scrubber service. 

13

Click 2 IVR

"Leg1" Predictive Dialer calls. Leg1 - the initial connection of the call to the destination.

14

Click 2 IVR Incoming 

This is the "Leg 2" Predictive Dialer call. After the initial Leg1(Click 2 IVR) call was answered, this new leg is dialing the IVR (a layer in communication system telephony menu) and Leg 1 is connected to the representatives. This call type is for all Click 2 IVR that did not enter a queue. If the call enters a queue service the type will be type 15.

15

Click 2 Queue Incoming 

This is the "Leg 2" Predictive Dialer call. After the initial Leg1(Click 2 IVR) call was answered, this new leg is dialing the IVR (a layer in communication system telephony menu) and Leg 1 is connected to the representatives. If the call enters a queue, then the call status will be - Click 2 Queue. Else, the call type will be type 14.

16

FaxCdr

A call that was made through communication system's internal outgoing fax service. *Not released yet

17

Attended CDR leg1 

A call that was transferred with consultation. 

18

Attended CDR leg2

A call that was transferred with consultation. This type will only be made in a case of an incoming call that was answered by representative "A", "A" will then put the call on hold and make another call(consult) to another person - "B". Afterward, "A" will transfer the initial call to "B". The "Leg 2" is the part of the call between "B" and the initial caller. 

19

Auto forward

A call that was automatically transferred from an extension to a DID (usually representatives configure their phones manually to transfer calls when they are not available).

 

Call statuses:

 

#

CDR Status Name

Description

1

NOTDIALED

Hang-up occurred before the call was made.

2

ANSWER

A call is answered. A successful dial. The caller reached the callee. Whenever we receive an answer response signal, also when the call reached local voicemail service and etc.

3

BUSY

Busy signal. The dial command reached its number but the number is busy.

4

NOANSWER

No answer. The dial command reached its number, the number rang for too long, then the dial timed out

5

CANCEL

A call is canceled. The dial command reached its number but the caller hung up before the callee picked up.

6

ABANDONE

When using communication system's queue service, this status will appear in several cases. A caller hung up before the callee picked up. A caller while waiting in the queue, chose to exit from the queue. A call timeout in the queue. 

7

VOEND

Hang-up during IVR without actual dialing. In this case, the caller waited in the IVR but hung up before the call rang in any extension.

8

TE

When an incoming call is directed to an IVR recording and afterward it configured to hung up the call.

9

NOTCALLED

A Leg2 Click2Call was not called. When using a click2call service and the Leg1 initial stage was not successful.

10

NOTDIALED

A direct incoming call to an extension that did not reach and dialed at the extension.

11

VOICEMAIL

Call entered to communication system voicemail service.

 

להלן מספר דוגמאות נפוצות של שיחות נכנסות:
 

שיחה נכנסת שנענתה

 

{

  "caller": "xxxxxxxxxxx",

  "target": "xxxxxxxxxxx",

  "time": 156123123,

  "duration": 37,

  "ivruniqueid": "xxxxxxxxxxx",

  "type": "Incoming Call",

  "status": "ANSWER",

  "targetextension": "xxxxxxxxxxx",

  "callerextension": "",

  "did": "xxxxxxxxxxx",

  "queueid": 0,

  "queuename": "",

  "record": "http://callrecording.mp3",

  "price": 0.0,

  "dialtime": 8,

  "representative_name": "xxxxxxxxxxx",

  "representative_code": "xxxxxxxxxxx",

  "targetextension_name": "xxxxxxxxxxx",

  "callerextension_name": "",

  "target_country": "",

  "caller_country": "Israel"

}

שיחה נכנסת שבוטלה

 

{

"caller": "xxxxxxxxxxx",

  "target": "Multiple Destinations",

  "time": 1588876281,

  "duration": 0,

  "ivruniqueid": "xxxxxxxxxxx",

  "type": "Incoming Call",

  "status": "CANCEL",

  "targetextension": "",

  "callerextension": "",

  "did": "xxxxxxxxxxx",

  "queueid": 0,

  "queuename": "",

  "record": "http://callrecording.mp3",

  "price": 0.0,

  "dialtime": 10,

  "representative_name": "xxxxxxxxxxx",

  "representative_code": "xxxxxxxxxxx",

  "targetextension_name": "",

  "callerextension_name": "",

  "target_country": "",

  "caller_country": "Israel",

  "OriginalIvrUniqueID": "2019073008443852747f0959p3ab7k9c"

}


שיחה שנכנסה לתור המתנה ולאחר מכן נענתה

 

{

"caller": "xxxxxxxxxxx",

  "target": "xxxxxxxxxxx",

  "time": 1564111069,

  "duration": 108,

  "ivruniqueid": "xxxxxxxxxxx",

  "type": "Queue",

  "status": "ANSWER",

  "targetextension": "xxxxxxxxxxx",

  "callerextension": "",

  "did": "xxxxxxxxxxx",

  "queueid": xxxxxxxxxxx,

  "queuename": "xxxxxxxxxxx",

  "record": "http://callrecording.mp3",

  "price": 0.0,

  "Dialtime": 9,

  "representative_name": "xxxxxxxxxxx",

  "representative_code": "xxxxxxxxxxx”,

  "targetextension_name": "xxxxxxxxxxx",

  "callerextension_name": "",

  "target_country": "",

  "caller_country": "Israel",

  "seconds_waiting_in_queue": 6

}

שיחה נכנסת שלא נענתה עד לסיום זמן החיוג המקסימלי

 

{

  "caller": "xxxxxxxxxxx",

  "target": "Multiple Destinations",

  "time": 1564111069,

  "duration": 0,

  "ivruniqueid": "xxxxxxxxxxx",

  "type": "Incoming Call",

  "status": "NOANSWER",

  "targetextension": "",

  "callerextension": "",

  "did": "xxxxxxxxxxx",

  "queueid": 0,

  "queuename": "",

  "record": "",

  "price": 0.0,

  "dialtime": 40,

  "representative_name": "xxxxxxxxxxx",

  "representative_code": "xxxxxxxxxxx",

  "targetextension_name": "",

  "callerextension_name": "",

  "target_country": "",

  "caller_country": "Israel",

  "OriginalIvrUniqueID": "xxxxxxxxxxx"

}

 

עבור שיחות נכנסות, ישנם מספר פרמטרים הנשלחים באופן קבוע:

 

Caller - מספר הטלפון של המחייג

Target - יעד השיחה. מספר הטלפון או SIP CODE. 

Ivruniqueid - הקוד המזהה עבור השיחה.

Type -סוג השיחה

Status - סטטוס השיחה ( נענתה, בוטלה ועוד ) .

Representative_name - שם הנציג .

Representative_code - הקוד המזהה עבור הנציג.

 


להלן מספר דוגמאות נפוצות של שיחות יוצאות:

 

שיחה יוצאת שנענתה

 

{

"caller": "xxxxxxxxxxx",

  "target": "xxxxxxxxxxx",

  "time": 1564471230,

  "duration": 121,

  "ivruniqueid": "xxxxxxxxxxx",

  "type": "Extension Outgoing",

  "status": "ANSWER",

  "targetextension": "",

  "callerextension": "xxxxxxxxxxx",

  "did": "",

  "queueid": 0,

  "queuename": "",

  "record": "http://callrecording.mp3",

  "price": 25.0,

  "dialtime": 1,

  "representative_name": "xxxxxxxxxxx,

  "representative_code": "xxxxxxxxxxx",

  "targetextension_name": "",

  "callerextension_name": "xxxxxxxxxxx",

  "target_country": "Israel",

  "caller_country": "Israel"

}
 

שיחה יוצאת שלא נענתה

 

{

"caller": "xxxxxxxxxxx",

  "target": "xxxxxxxxxxx",

  "time": 1564471230,

  "duration": 0,

  "ivruniqueid": "xxxxxxxxxxx",

  "type": "Extension Outgoing",

  "status": "CANCEL",

  "targetextension": "",

  "callerextension": "xxxxxxxxxxx",

  "did": "",

  "queueid": 0,

  "queuename": "",

  "record": "http://callrecording.mp3",

  "price": 0.0,

  "dialtime": 19,

  "representative_name": "xxxxxxxxxxx",

  "representative_code": "xxxxxxxxxxx",

  "targetextension_name": "",

  "callerextension_name": "xxxxxxxxxxx",

  "target_country": "Israel",

  "caller_country": "Israel"

}


הערה: ישנו מקרה דומה של שיחה יוצאת שלא נענתה כאשר ערך השדה status שווה ל- NOANSWER 

 

עבור שיחות יוצאות, ישנם מספר פרמטרים הנשלחים באופן קבוע:

 

Caller - מספר הטלפון של המחייג.

Target -  יעד השיחה. מספר הטלפון או SIP CODE. 

Ivruniqueid - סוג השיחה.

Type - סטטוס השיחה ( נענתה, בוטלה ועוד ).

Status - סטטוס השיחה ( נענתה, בוטלה ועוד ).

Representative_name - שם הנציג.

Representative_code - הקוד המזהה עבור הנציג.

Callerextension_name - שם השלוחה ממנה בוצעה השיחה.