Hosted Call Center API

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 :

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

How Call Center Connect API Works

Setup your campaigns first

1. 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.
2. 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.

1. Generate an Agent Call Back using the sendAgentCallBack function
2. 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.

1. Get Call Connection Information - use getConnectionForAgent to get the connection information for the agent.
2. Generate popup information - Create a popup for your agent
3. Submit a storeAgentResponse and repeat Step 1
4. 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.