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	System Field	Description	Example
1	caller	callerid	Displays the caller’s phone number. The number that will appear at the destination	"caller":"0722776772"
2	target	targetid	Displays the destination of the call. Can be a phone number or the extension SIP code.	"target":"AAPINFzL" / "target":"972722776772"
3	time		Time of the call in Epoch time	"time":1536855354
4	duration	duration	Duration of the call in seconds (without ringing)	"duration":33
5	ivruniqueid	ivruniqueid	Unique call ID	"ivruniqueid":"201809131615530APIAPIAPIAac40c3d53"
6	type	type	Type of call (incoming/outgoing/etc.)	"type":"Incoming Call"
7	status	status	Status of the call	"status":"ANSWER"
8	targetextension	targetex	SIP extension that answered	"targetextension":"AAPINFzL"
9	callerextension	callerext	SIP extension from which the call was made	"callerextension":"AAPINFzL"
10	did	did	Number the caller dialed to	"did":"0722776772"
11	queueid		Queue ID if call was routed to queue (0 if not)	"queueid":12345
12	queuename	queuename	Name of the queue	"queuename":"Service Queue"
13	record	recordurl	Link to call recording	"record":"http://starkey-centrex-recordings.s3.amazonaws.com..."
14	price	callprice	Price in agorot (ILS cents)	"price":7
15	dialtime	dialtime	Ringing duration in seconds	"dialtime":23
16	representative_name	ownerid	User name associated with call	"representative_name":"Walter Melon"
17	representative_code		User ID associated with call	"representative_code":"9996"
18	targetextension_name		Name of answering extension	"targetextension_name":"Walter Melon"
19	callerextension_name		Name of calling extension	"callerextension_name":"Walter Melon"
20	target_country		Country called to	"target_country":"Israel"
21	caller_country		Country call was made from	"caller_country":"Israel"
22	seconds_waiting_in_queue		Wait time in queue (if routed)	"seconds_waiting_in_queue":5
23	OriginalIvrUniqueID		Origin call ID (for transferred calls)	"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).
2	CC	A call 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 made by click2call. Leg 1 - connection of the call to the extension (“Phone” parameter).
6	Click2Call leg2	A call made by click2call. Leg 2 - call to the destination (“Target” parameter).
7	VoiceMail	A call answered by voicemail.
8	Callference	A call made through callference service.
9	XferCDR	A call manually transferred from an extension to a DID/another extension.
10	ProductiveCall Leg1	Leg 1 of Agents Auto Dialer call – connection to extension.
11	ProductiveCall Leg2	Leg 2 of Agents Auto Dialer call – connection to destination.
12	Scrubber	A call made through Scrubber service.
13	Click 2 IVR	Leg 1 of Predictive Dialer call – call to destination.
14	Click 2 IVR Incoming	Leg 2 of Predictive Dialer call – call to IVR (not routed to queue).
15	Click 2 Queue Incoming	Leg 2 of Predictive Dialer call – call entered a queue.
16	FaxCdr	Call made through outgoing fax service (not released yet).
17	Attended CDR leg1	A consultation call before transferring.
18	Attended CDR leg2	Transfer after consultation – call between representative B and the initial caller.
19	Auto forward	Automatic transfer from extension to DID (when representative is unavailable).

‍

Call statuses:

#	CDR Status Name	Description
1	NOTDIALED	Hang-up occurred before the call was made.
2	ANSWER	Call was answered successfully (callee or voicemail).
3	BUSY	The dialed number was busy.
4	NOANSWER	The number rang for too long without answer, then timed out.
5	CANCEL	Caller hung up before callee answered.
6	ABANDONE	Call was abandoned: caller exited the queue, hung up, or queue timed out.
7	VOEND	Caller hung up while still in IVR, before any extension rang.
8	TE	Call went to IVR recording and was then configured to hang up.
9	NOTCALLED	Click2Call Leg2 wasn’t called due to failure in Leg1 stage.
10	NOTDIALED	Incoming call didn’t dial to extension.
11	VOICEMAIL	Call entered 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.

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