Integrating into the Omni system gives full control over an external system. TForge will provide a System Authentication Token which is needed to access each Omni system. Users(agents) will need to generate a User Authentication Token to allow multiple API calls from one authentication request. The external system will need to be able to register the user’s extension via WebRTC all other API calls will be made via RESTful.

Available Functionality

System Notifications

External systems can subscribe to the Omni system to receive notifications using the set notification endpoint API method.

List of Notifications

• Call Connection

• Call End

• User Status

• SMS

• Recording Deleted

Click-2-Dial

In order to use the Click-2-Dial functionality on the Omni system a Click-2-Dial campaign will need to be created that users will log into. Before a user logs into a campaign the system will need to register the user-configured extension via WebRTC this is due to the system creating a bridge call with the user. The system will need to use the initiate Outbound Call API method once the user is logged in to initiate any outbound calls. The external system needs to manage the state of the call by using the manage call state API methods. The user can dispose a call, put a call on hold, retrieve an on-hold call, manage the active call recording, and hang the call-up. Users can now perform a conference call using the Click-2-Dial functionality while on an active call, the user can initiate an outbound call to a 3rd party. When the user wants to leave the conference call the connect calls API method can be used, where this method will connect the two external parties and hang up the user.

Shotgun Dialler

This feature extends the Click-2-Dial functionality as described above. Using the the Initiate Shotgun Dial endpoint a user can make a call to five different numbers simultaneously. The first number to return a status 200, and answers the call gets routed to the user while the four other numbers are dropped. Standard call notifications are sent for the successful call.

Dialler

To use the Dialler functionality a lead list will need to be created and a Dialler campaign will need to be created which uses that lead list. Users can then log into the campaign and will need to go into a ready state to receive calls from the campaign. Dialler campaigns can be outbound, inbound, or blended. The external system needs to manage the state of the call by using the manage call state API methods. The user can dispose a call, put a call on hold, retrieve an on-hold call, manage the active call recording, and hang the call-up. Users can now perform a conference call using the Click-2-Dial functionality while on an active call, the user can initiate an outbound call to a 3rd party. When the user wants to leave the conference call the connect calls API method can be used, where this method will connect the two external parties and hang up the user. To stop receiving calls users can log out of the campaign.

Upcoming Functionality

Messaging

• SMS

• WhatsApp

• Email

Social

• Facebook