Please refer to the detailed API endpoint specification: Agents status

Synchronize agent availability status

Use the Agent Status API to synchronize real-time agent availability status between Voiso and your application. This can be used to trigger actions or tasks based on agent availability status, such as a preview dialer action or a callback screen.

To query the agent status send a Agents status request to your Voiso contact center.

Prerequisites

You must have access to your contact center API key.
You must have at least one user for your contact center.

Making requests

The Agent Status API requires the Base URL (cluster_id) and the contact center API key (client_api_key). It uses the following parameters to initiate a call:

The contact center API key. Voiso responds with a list of all agents and their current availability status.

For example:

https://cluster1.contact_center_name.com/api/v1/cc7c76b8b...b80ab6c3/agents_status

Response

The response contains an array of information about each user, including their sign-in email address, phone extension, and current status.

The following table describes the elements of the response.

Element	Description	Type	Notes
email	The user's sign-in email address.	string
ext	The user's phone extension.	string
status	The user's current availability status.	string	Valid values are: Available, Idle, Logout, Outbound, Inbound, Dialer waiting, and Unavailable with one of the unavailable codes defined for your contact center.

Response sample

[
  {
    "email": "pt@fg.com",
    "ext": "7777",
    "status": "available"
  },
  {
    "email": "px@fg.com",
    "ext": "5555",
    "status": "unavailable"
  }
]

Troubleshooting

The following issues are sometimes encountered:

Invalid key

The Agent Status API requires the contact center API key to validate the request. If you see this error, "error": "Invalid key", check that you are using the correct contact center API key. For more information about API keys, refer to Authentication.