CallFire

Virtual Call Center

1 Virtual Call Center

Virtual Call Center

Description

The Virtual Call Center API allows you to connect to agents, prompting them with their AgentID, log them into the system, and then connect them with numbers from a campaign.

When used in conjunction with the Voice Broadcast API, it allows you to create a fully-functional virtual call center for any number of remote users.

This api will allow you to run a Call Center Connect campaign using an API. The benefit is that you can control the type of popup screen you want and the way to collect data and get to the next call.

Quick Links

       * WSDL = https://www.callfire.com/service/PredictiveService?wsdl
       * getConnectionForAgent
       * sendAgentCallBack
       * loginAgent
       * storeAgentResponse
       * kickAgent

How Call Center Connect Works from the Agent Perspective

As an agent the Call Center system works as follows:

Receive an inbound call to my phone number
I hear an agent id over the phone which I enter into the web / software.
Once the agent id is entered, I hear hold music.
A brief beep is heard and now I am talking to a live person and the software shows me popup information
I can fill out my screen with disposition and notes information while I talk
When I am done, I click "Next Call" and I hear hold music again
A brief beep is heard and now I am connected to the next person and the software shows me popup information
I fill the screen with disposition and notes again.
This time I am done for the day, and wish to logoff, so I click "Logoff" instead of "Next Call"
I get a confirmation on my software to hangup my phone. I'm Done!

How Call Center Connect API Works Setup your campaigns first

Create A CallCenterConnect Campaign - The Administrator's can create a campaign with all the numbers that need to be dialed. This campaign can be created using the callfire user interface.
Start the Campaign - When the campaign is running, you can use the API to login your agents. You can also use the startCampaign and stopCampaign functions in the Voice Broadcast API to programatically start the campaign.

Using the API to Login your Agents The agent login process is 2 steps. First the you must initiate a callback to the agent. Then the agent must login with the agent id they hear on the phone.

Generate an Agent Call Back using the sendAgentCallBack function
Login the agent using the loginAgent function

After the Login

Once the login agent call is made, the agent will be put in a queue to get the next connected call.

You cannot specify which call they will get, the CallFire system will determine this from the list of available calls.

To find out which call the Agent connected to, you must make call the function getConnectionForAgent.

This is a blocking call, so when you initiate the function, it won't return until a connection has taken place.

The system will return a CallType upon connection - this will have all the information about the connection you need to generate a popup on the Agents Screen.

After the agent is done with the call, you must submit a storeAgentResponse call.

This function will collect information about the call that was connected and immediately put the Agent on a queue for the next available call.

This is when the Agent hears the hold music as mentioned in step 6 of the "Agent Perspective" above.

If the connected call was the last call for an agent, you can set the lastcall attribute to true so the system doesn't put the agent back on the queue for the next available call.

Get Call Connection Information - use getConnectionForAgent to get the connection information for the agent.
Generate popup information - Create a popup for your agent
Submit a storeAgentResponse and repeat Step 1
If the agent wants to logoff, set the lastcall flag to true, submit the storeAgentResponse and ask the agent to hangup their phone.

The system automatically puts the Agent in a queue to receive a call, so its important that after login, you call getConnectionForAgent right away and follow the steps outlined above.

Additional Functionality

kickAgent - use this to forcibly hangup an agent.

This function kicks an agent from a campaign. It will hangup their phone.

Parameters

   * key - (String) your api key from the account page
   * campaignId - (long) the campaign id to start
   * agentId - (long) the agent id for which you need the connection information

Response

   * No return. Throws Exception if any error occurs

Distributed Call Center Connect API

This feature will allow you to create your own front end to our call center connect system. Now you can have your own interface that your call center and distributed agents can log onto.

Features

Login / Logout an Agent
Send them a call
Disconnect their call
Live agent stats
Handle multiple campaigns and agent groups
AsteriskDialer reliability to handle thousands of agents
Full Statistics for each agent and call dispositions.

WSDL

The WSDL is called PredictiveService.

Methods

answeringMachineTransferStoreAgentResponse

When called, the answering machine message used during campaign creation will be automatically left on the current call. The agent moves on to the next call once this function is called.

Parameters

key - (String) your api key from the account page
campaignId - (long) the campaign id
agentId - (String) the agent id for which you need the connection information
callId - (String) the CallType id that is being reported on
agentResponse - (String) A disposition for the call to be stored
agentNotes - (String) Notes about the call to be stored
lastcall - (Boolean) set to true if this is the agents last call and wants to hangup. otherwise false to put the agent back on the queue for the next call.

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:answeringMachineTransferStoreAgentResponse 
xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:campaignId>-4141</tnsa:campaignId>
      <tnsa:agentId>string</tnsa:agentId>
      <tnsa:callId>string</tnsa:callId>
      <tnsa:agentResponse>string</tnsa:agentResponse>
      <tnsa:agentNotes>string</tnsa:agentNotes>
      <tnsa:lastcall>0</tnsa:lastcall>
    </tnsa:answeringMachineTransferStoreAgentResponse>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function answeringMachineTransferStoreAgent_Response($key,$campaignId,$agentId,$callId,$agentResponse,$agentNotes,$lastcall,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));
			
		$createcampaign = array(
   		'key' => $key,
		'campaignId' => $campaignId,
		'agentId' => $agentId,
		'callId' => $callId,
		'agentResponse' => $agentResponse,
		'agentNotes' => $agentNotes,
		'lastcall' => $lastcall
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->answeringMachineTransferStoreAgentResponse($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public void answeringMachineTransferStoreAgentResponse(string key,long campaignid,string agentid,string callid,string agentresponse,string agentnotes,Boolean lastcall)
        {
            //LOG.Info("Entered answeringMachineTransferStoreAgentResponse(string key,long campaignid,string agentid,string callid,string agentresponse,string agentnotes,Boolean lastcall)");
            try
            {
                this.predictiveService.answeringMachineTransferStoreAgentResponse(key, campaignid, agentid, callid, agentresponse, agentnotes, lastcall);
            }
            catch (Exception e)
            {
                string msg = "unable to store the agent response";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited answeringMachineTransferStoreAgentResponse(string key,long campaignid,string agentid,string callid,string agentresponse,string agentnotes,Boolean lastcall)");
            }
        }

createCallCenterConnectCampaign

Use this function to create a new Call Center Campaign

Parameters

key - This is the key that you were provided when you registered with callfire.com. You can view your key by logging onto callfire.com & then goto "Settings -> Account Settings".
callerid - This is the caller id that would appear on all outbound calls.
name - set a name for the campaign.
passcode - set a passcode for the campaign. This passcode would be used by your agent to connect to the campaign.
dispositionLists - This is the list of phone numbers to which you want your agents to call.
numbers -

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:createCallCenterConnectCampaign 
xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:callerid>string</tnsa:callerid>
      <tnsa:name>string</tnsa:name>
      <tnsa:passcode>string</tnsa:passcode>
      <tnsa:dispositionLists>
        <tnsa:Disposition>
          <tnsa:dispositions>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
          </tnsa:dispositions>
          <tnsa:name>string</tnsa:name>
        </tnsa:Disposition>
        <tnsa:Disposition>
          <tnsa:dispositions>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
          </tnsa:dispositions>
          <tnsa:name>string</tnsa:name>
        </tnsa:Disposition>
        <tnsa:Disposition>
          <tnsa:dispositions>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
          </tnsa:dispositions>
          <tnsa:name>string</tnsa:name>
        </tnsa:Disposition>
        <tnsa:Disposition>
          <tnsa:dispositions>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
          </tnsa:dispositions>
          <tnsa:name>string</tnsa:name>
        </tnsa:Disposition>
        <tnsa:Disposition>
          <tnsa:dispositions>
            <tnsa:string>string</tnsa:string>
          </tnsa:dispositions>
          <tnsa:name>string</tnsa:name>
        </tnsa:Disposition>
      </tnsa:dispositionLists>
      <tnsa:numbers>
        <tnsa:string>string</tnsa:string>
        <tnsa:string>string</tnsa:string>
        <tnsa:string>string</tnsa:string>
        <tnsa:string>string</tnsa:string>
        <tnsa:string>string</tnsa:string>
      </tnsa:numbers>
    </tnsa:createCallCenterConnectCampaign>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function createCallCenterConnect_Campaign($key,$callerid,$name,$passcode,$phoneNumbers,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));

		$lines = file($phoneNumbers) or die('Unable to upload phone numbers');
		foreach($lines as $line)
		{
			$pnumber['string'][] = $line;
		}


		$disp = new Disposition("dev","2134000543");
		$createcampaign = array(
   		'key' => $key,
		'callerid' => $callerid,
		'name' => $name,
		'passcode' => $passcode,
		'dispositionLists' => $disp,
		'numbers' => $pnumber
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->createCallCenterConnectCampaign($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public long createCallCenterConnectCampaign(string key, string callerid, string name, string passcode, List<Disposition> dispositionArray, List<string> numbers)
        {
            //LOG.Info("Entered createCallCenterConnectCampaign(string key, string callerid, string name, string passcode, Disposition[] dispositionArray, string[] numbers)");
            try
            {
                long campaignId = this.predictiveService.createCallCenterConnectCampaign(key, callerid, name,passcode, dispositionArray.ToArray(), numbers.ToArray());
                return campaignId;
            }
            catch (Exception e)
            {
                string msg = "uanable to create call center connect campaign";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited createCallCenterConnectCampaign(string key, string callerid, string name, string passcode, Disposition[] dispositionArray, string[] numbers)");
            }
        }

createCallCenterConnectCampaignWithAM

Use this function to create a new Call Center Campaign. This is same as createCallCenterConnectCampaign. You can also select the answering machine sound file.

Parameters

key - This is the key that you were provided when you registered with callfire.com. You can view your key by logging onto callfire.com & then goto "Settings -> Account Settings".
callerid - This is the caller id that would appear on all outbound calls.
name - set a name for the campaign.
passcode - set a passcode for the camapign. This passcode would be used by your agent to connect to the campaign.
dispositionLists - This is the list of phone numbers to which you want your agents to call.
numbers -
answeringMachineSound - Enter the answering machine sound id from your callfire account.

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:createCallCenterConnectCampaignWithAM 
xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:callerid>string</tnsa:callerid>
      <tnsa:name>string</tnsa:name>
      <tnsa:passcode>string</tnsa:passcode>
      <tnsa:dispositionLists>
        <tnsa:Disposition>
          <tnsa:dispositions>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
          </tnsa:dispositions>
          <tnsa:name>string</tnsa:name>
        </tnsa:Disposition>
        <tnsa:Disposition>
          <tnsa:dispositions>
            <tnsa:string>string</tnsa:string>
          </tnsa:dispositions>
          <tnsa:name>string</tnsa:name>
        </tnsa:Disposition>
        <tnsa:Disposition>
          <tnsa:dispositions>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
            <tnsa:string>string</tnsa:string>
          </tnsa:dispositions>
          <tnsa:name>string</tnsa:name>
        </tnsa:Disposition>
      </tnsa:dispositionLists>
      <tnsa:numbers>
        <tnsa:string>string</tnsa:string>
        <tnsa:string>string</tnsa:string>
        <tnsa:string>string</tnsa:string>
      </tnsa:numbers>
      <tnsa:answeringMachineSound>5362</tnsa:answeringMachineSound>
    </tnsa:createCallCenterConnectCampaignWithAM>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function createCallCenterConnectCampaignWithAM($key,$callerid,$name,$passcode,$phoneNumbers,$ansmacSound,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));

		$lines = file($phoneNumbers) or die('Unable to upload phone numbers');
		foreach($lines as $line)
		{
			$pnumber['string'][] = $line;
		}

		$disp = new Disposition("test","2134000543");
		$createcampaign = array(
   		'key' => $key,
		'callerid' => $callerid,
		'name' => $name,
		'passcode' => $passcode,
		'dispositionLists' => $disp,
		'numbers' => $pnumber,
		'answeringMachineSound' => $ansmacSound
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->createCallCenterConnectCampaignWithAM($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public long createCallCenterConnectCampaignWithAM(string key, string callerid, string name, string passcode, List<Disposition> dispositionArray, List<string> numbers,long answeringMachineSound)
        {
            //LOG.Info("Entered createCallCenterConnectCampaignWithAM(string key, string callerid, string name, string passcode, List<Disposition> dispositionArray, List<string> numbers,long answeringMachineSound)");
            try
            {
                long campaignId = this.predictiveService.createCallCenterConnectCampaignWithAM(key, callerid, name, passcode, dispositionArray.ToArray(), numbers.ToArray(), answeringMachineSound);
                return campaignId;
            }
            catch (Exception e)
            {
                string msg = "uanable to createCallCenterConnectCampaignWithAM";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited createCallCenterConnectCampaignWithAM(string key, string callerid, string name, string passcode, List<Disposition> dispositionArray, List<string> numbers,long answeringMachineSound)");
            }
        }

getAgentStats

Use this function to get the Statistics for the agent.

Parameters

key - This is the key that you were provided when you registered with callfire.com. You can view your key by logging onto callfire.com & then goto "Settings -> Account Settings".
campaignId - This is the campaign id corresponding to which you want get the agent staistics.

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:getAgentStats xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:campaignid>6026</tnsa:campaignid>
    </tnsa:getAgentStats>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function getAgent_Stats($key,$campaignId,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));
			
		$createcampaign = array(
   		'key' => $key,
		'campaignid' => $campaignId
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->getAgentStats($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

   public AgentType[] getAgentStats(string key, long campaignid)
        {
            //LOG.Info("Entered AgentType[] getAgentStats(string key, long campaignid)");
            try
            {
                AgentType[] agentResponse = this.predictiveService.getAgentStats(key, campaignid);
                return agentResponse;
            }
            catch (Exception e)
            {
                string msg = "unable to getAgentStats";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited getAgentStats(string key, long campaignid)");
            }
        }

getConnectionForAgent

To find out which call the Agent connected to, you must call this function . This is a blocking call, so when you initiate the function, it won't return until a connection has taken place. The system will return a CallType upon connection - this will have all the information about the connection you need to generate a popup on the Agents Screen.

Parameters

key - (String) your api key from the account page
campaignId - (long) the campaign id to start
agentId - (long) the agent id for which you need the connection information

Response

CallType - contains all the details about the connected call

Error

Soap Exception Messages :
FAILED, Agent Logged Off
FAILED, Campaign Stopped.
FAILED, Campaign Finished.

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:getConnectionForAgent xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:campaignId>8741</tnsa:campaignId>
      <tnsa:agentId>string</tnsa:agentId>
    </tnsa:getConnectionForAgent>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function getConnectionFor_Agent($key,$campaignId,$agentId,$debug)
	{
		$createOtboundcampaignWsdl = 'https://ctest.skyynoc.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));
			
		$createcampaign = array(
   		'key' => $key,
		'campaignId' => $campaignId,
		'agentId' => $agentId
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->getConnectionForAgent($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public CallType getConnectionForAgent(string key, long campaignId, string agentid)
        {
            //LOG.Info("Entered getConnectionForAgent(string key, long campaignId, string agentid)");
            try
            {
                CallType calltypeResponse = this.predictiveService.getConnectionForAgent(key, campaignId, agentid);
                return calltypeResponse;
            }
            catch (Exception e)
            {
                string msg = "unable to getConnectionForAgent";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited getConnectionForAgent(string key, long campaignId, string agentid)");
            }
        }

loginAgent

This function is used to login an agent into a campaign. Once the login is finished the Agent is immediately put into a queue to get the next available call.

Parameters

key - (String) your api key from the account page
campaignId - (long) the campaign id to start
agentId - (long) the agent id for which you need the connection information

Response

No response, Exception thrown on error

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:loginAgent xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:campaignId>5614</tnsa:campaignId>
      <tnsa:agentId>string</tnsa:agentId>
      <tnsa:userId>string</tnsa:userId>
    </tnsa:loginAgent>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function login_Agent($key,$campaignId,$agentId,$userId,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));
			
		$createcampaign = array(
   		'key' => $key,
		'campaignId' => $campaignId,
		'agentId' => $agentId,
		'userId' => $userId
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->loginAgent($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public void loginAgent(string key, long campaignId, string agentId, string userId)
        {
            //LOG.Info("Entered loginAgent(string key, long campaignId, string agentId, string userId)");
            try
            {
                this.predictiveService.loginAgent(key, campaignId, agentId, userId);
            }
            catch (Exception e)
            {
                string msg = "unable to login agent";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited loginAgent(string key, long campaignId, string agentId, string userId)");
            }
        }

sendAgentCallBack

This is the first step in an Agent login process. This function will initiate a phone call to the Agent and recite an agent id to them over the phone.

Parameters

key - (String) your api key from the account page
campaignId - (long) the campaign id
userId - (String) a unique id from your system to identify the agent
phoneNumber - (String) 10 digit phone number for the agent - this number will be called

Response

No response, Exception thrown on error

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:sendAgentCallBack 
xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:campaignId>101</tnsa:campaignId>
      <tnsa:userId>string</tnsa:userId>
      <tnsa:phoneNumber>string</tnsa:phoneNumber>
    </tnsa:sendAgentCallBack>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function sendAgentCall_Back($key,$campaignId,$userId,$phoneNumber,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));
			
		$createcampaign = array(
   		'key' => $key,
		'campaignId' => $campaignId,
		'userId' => $userId,
		'phoneNumber' => $phoneNumber
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->sendAgentCallBack($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public void sendAgentCallBack(string key, long campaignid, string userid, string phonenumber)
        {
            //LOG.Info("Entered sendAgentCallBack(string key, long campaignid, string userid, string phonenumber)");
            try
            {
                this.predictiveService.sendAgentCallBack(key, campaignid, userid, phonenumber);
            }
            catch (Exception e)
            {
                string msg = "unable to send the agent call back";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited sendAgentCallBack(string key, long campaignid, string userid, string phonenumber)");
            }
        }

sendAgentCallBackWithMusicSetting

This is the first step in an Agent login process. This function will initiate a phone call to the Agent and recite an agent id to them over the phone.

Parameters

key - (String) your api key from the account page
campaignId - (long) the campaign id
userId - (String) a unique id from your system to identify the agent
phoneNumber - (String) 10 digit phone number for the agent - this number will be called
musiconhold - (String) the genre of music the agent would like to use. possible values are: jazz, pop, alternative, instrumental, rock, classical, techno, hiphop, silence

Response

No response, Exception thrown on error

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:sendAgentCallBackWithMusicSetting 
xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:campaignId>-4600</tnsa:campaignId>
      <tnsa:userId>string</tnsa:userId>
      <tnsa:phoneNumber>string</tnsa:phoneNumber>
      <tnsa:musiconhold>string</tnsa:musiconhold>
    </tnsa:sendAgentCallBackWithMusicSetting>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function sendAgentCallBackWithMusic_Setting($key,$campaignId,$userId,$phoneNumber,$musiconhold,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));
			
		$createcampaign = array(
   		'key' => $key,
		'campaignId' => $campaignId,
		'userId' => $userId,
		'phoneNumber' => $phoneNumber,
		'musiconhold' => $musiconhold
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->sendAgentCallBackWithMusicSetting($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public void sendAgentCallBackWithMusicSetting(string key, long campaignid, string userid, string phonenumber, string musiconhold)
        {
            //LOG.Info("Entered sendAgentCallBackWithMusicSetting(string key, long campaignid, string userid, string phonenumber, string musiconhold)");
            try
            {
                this.predictiveService.sendAgentCallBackWithMusicSetting(key, campaignid, userid, phonenumber, musiconhold);
            }
            catch (Exception e)
            {
                string msg = "unable to sendAgentCallBackWithMusicSetting";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited sendAgentCallBackWithMusicSetting(string key, long campaignid, string userid, string phonenumber, string musiconhold)");
            }
        }

storeAgentResponse

Use this function when an agent is done with their call. This function will store the response and notes for the call and also puts the agent back into a queue to receive the next call. Once this function is called, use the getConnectionForAgent immediately after to get connection information of the call.

Parameters

key - (String) your api key from the account page
campaignId - (long) the campaign id
agentId - (String) the agent id for which you need the connection information
callId - (String) the CallType id that is being reported on
agentResponse - (String) A disposition for the call to be stored
agentNotes - (String) Notes about the call to be stored
lastcall - (Boolean) set to true if this is the agents last call and wants to hangup. otherwise false to put the agent back on the queue for the next call.

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:storeAgentResponse xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:campaignId>3957</tnsa:campaignId>
      <tnsa:agentId>string</tnsa:agentId>
      <tnsa:callId>string</tnsa:callId>
      <tnsa:agentResponse>string</tnsa:agentResponse>
      <tnsa:agentNotes>string</tnsa:agentNotes>
      <tnsa:lastcall>true</tnsa:lastcall>
    </tnsa:storeAgentResponse>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function storeAgentResponse($key,$campaignId,$agentId,$callId,$agentResponse,$agentNotes,$lastcall,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));
			
		$createcampaign = array(
   		'key' => $key,
		'campaignId' => $campaignId,
		'agentId' => $agentId,
		'callId' => $callId,
		'agentResponse' => $agentResponse,
		'agentNotes' => $agentNotes,
		'lastcall' => $lastcall
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->storeAgentResponse($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public void storeAgentResponse(string key, long camapaignid, string agentid, string callid, string agentresponse, string agentnotes, Boolean lastcall)
        {
            //LOG.Info("Entered storeAgentResponse(string key, long camapaignid, string agentid, string callid, string agentresponse, string agentnotes, Boolean lastcall)");
            try
            {
                this.predictiveService.storeAgentResponse(key, camapaignid, agentid, callid, agentresponse, agentnotes, lastcall);
            }
            catch (Exception e)
            {
                string msg = "unable to store the agent response";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("Exited storeAgentResponse(string key, long camapaignid, string agentid, string callid, string agentresponse, string agentnotes, Boolean lastcall)");
            }
        }

updateRatio

Use this function to update the call to agent ratio.

Parameters

key - This is the key that you were provided when you registered with callfire.com. You can view your key by logging onto callfire.com & then goto "Settings -> Account Settings".
campaignId - This is the id of the campaign for which you want to update the ratio.
ratio - this is the call to agent ratio

Example Request

<?xml version="1.0" encoding="utf-8"?>
<SOAP-ENV:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" 
xmlns:xsd="http://www.w3.org/2001/XMLSchema" 
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
  <SOAP-ENV:Body>
    <tnsa:updateRatio xmlns:tns="http://schemas.xmlsoap.org/soap/encoding/" 
xmlns:tnsa="http://api.campaign.dialer.skyyconsulting.com" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <tnsa:key>string</tnsa:key>
      <tnsa:campaignid>555135</tnsa:campaignid>
      <tnsa:ratio>2</tnsa:ratio>
    </tnsa:updateRatio>
  </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

Example Response

Sample PHP Code

	public function update_Ratio($key,$campaignId,$ratio,$debug)
	{
		$createOtboundcampaignWsdl = 'http://www.callfire.com/service/PredictiveService?wsdl';
		$campaignOutboundClient = new SoapClient($createOtboundcampaignWsdl,array('trace' => true));
			
		$createcampaign = array(
   		'key' => $key,
		'campaignId' => $campaignId,
		'ratio' => $ratio
		);
		try
		{
			$createUserRespopnse = $campaignOutboundClient->updateRatio($createcampaign);
			$campaignId = $createUserRespopnse->out;
			if($debug)
			{
				print_r($campaignId);
			}
		}
		catch(SoapFault $error)
		{
			if($debug)
			{
				echo $error."<br/>";
			}
		}
	}

Sample C# Code

        public void updateRatio(string key, long campaignid, double ratio)
        {
            //LOG.Info("Entered updateRatio(string key, long campaignid, double ratio)");
            try
            {
                this.predictiveService.updateRatio(key, campaignid, ratio);
            }
            catch (Exception e)
            {
                string msg = "unable to update ratio";
                LOG.Error(msg);
                throw new PredictiveServiceException(msg, e);
            }
            finally
            {
                //LOG.Info("exited updateRatio(string key, long campaignid, double ratio)");
            }
        }

Examples

Virtual Call Center Example in Java - This is a full java example of connecting an agent and sending them calls using the API.
Virtual Call Center Campaign Creation in Java - This is a java example for how to create a Virtual Call Center campaign using the API.
Virtual Call Center Agent CallBack in PHP - This is a PHP example for how to send an agent call back from the API.

Predictive Dialer

Documentation

Individual Agent Session Statistics report

Here is a description of each of the column headers in the Individual Agent Session Statistics report in the Campaign Details page. You can get to this report in your CallFire account in My Campaigns by clicking on the campaign name and scrolling down to the bottom of the page.

Category	Description
ID	Unique Agent ID code given at time of the Agent's login
Campaign ID	Unique six-digit number assigned to the Campaign
Phone Number	Agent's phone number used for login
User ID	Name or email of Agent that logged in
Logged In	Time Agent logged into the campaign
Logged Out	Time Agent logged out of the campaign
Calls	Number of calls Agent dialed
Duration	Total time in seconds Agent Logged in
Calls (Sec)	Total time Agent was on a connected call in seconds
Avg Call (Sec)	Avg duration of each call in seconds
Resp. Time	Total time Agent spent on Response entry
%Response	percentage of time Agent spent on Response entry

CallFire

Virtual Call Center

Contents

Virtual Call Center

Description

WSDL

Methods

answeringMachineTransferStoreAgentResponse

Example Request

Example Response

Sample PHP Code

Sample C# Code

createCallCenterConnectCampaign

Example Request

Example Response

Sample PHP Code

Sample C# Code

createCallCenterConnectCampaignWithAM

Example Request

Example Response

Sample PHP Code

Sample C# Code

getAgentStats

Example Request

Example Response

Sample PHP Code

Sample C# Code

getConnectionForAgent

Example Request

Example Response

Sample PHP Code

Sample C# Code

loginAgent

Example Request

Example Response

Sample PHP Code

Sample C# Code

sendAgentCallBack

Example Request

Example Response

Sample PHP Code

Sample C# Code

sendAgentCallBackWithMusicSetting

Example Request

Example Response

Sample PHP Code

Sample C# Code

storeAgentResponse

Example Request

Example Response

Sample PHP Code

Sample C# Code

updateRatio

Example Request

Example Response

Sample PHP Code

Sample C# Code

Examples

Predictive Dialer

Documentation

Individual Agent Session Statistics report

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