To initiate a call between a visitor and a contact center, you need to issue a POST request to /call/2.0/<contactId>/<userPhone> where <contactId> refers to the call template that contains the call setup instructions, and <userPhone> contains the user’s phone number in E.164 format.
The Call Templates section of this document provides more information about call templates.
The complete list of parameters supported by the Call Setup API for a start call request is:
Name | Usage | Passed As | Notes |
|---|---|---|---|
contactId | Required | Path element | Identifies the call template definition that contains call setup instructions. Refer to the Call Templates section below for further information about this request parameter. |
userPhone | Required | Path element | Defines the end point to reach the user on. Must be a phone number in E.164 format. |
delay | Optional | JSON attribute in request body | Indicates how many seconds to delay the start of the call by. The default value is 0 seconds. |
userExtension | Optional | JSON attribute in request body | Indicates the extension on which the user can be reached. DTMF tones will be used to dial the extension number. The only characters permitted are numeric digits (0‐9), period (.), comma (,), asterisk (*) and hash (#), where comma (,) represents a 2 second delay, and period (.) silences audio messages during the auto navigation. |
visitorContext | Optional | JSON child object | Provides contextual information about the visitor and the call request. Refer to the Visitor Context section below for information about what attributes this object contains. |
authorizeUrl | Optional | JSON attribute in request body | Provides a URL that is used to authorize the start call request and to optionally override some attributes of the call. |
authEncrypted | Optional | JSON attribute in request body | Indicates whether the URL passed in the ‘authorizeUrl’ parameter has been encrypted. Set to true if the URL is encrypted, or false if it is not. The default value is false. |
callAgentFirst | Optional | JSON attribute in request body | Control whether the call leg ordering is reversed so that the agent is called before the user. Allowable values are ‘true’ and ‘false’. The default value is ‘false’. To turn on reverse call flow, set this to ‘true’. Note: There is an account setting in Webcare which also must be turned on in order to permit reverse call flow calls. |
when | Optional | JSON attribute in request body | Specifies the scheduled start time of the call. The value specified must be a date/time in the future. The format of the scheduled start time should be in RFC 2822 date/time format. |
