Start call

API Docs by APIMATIC

Start call
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  • REST
  • Java

Start call
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Start call
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The startcall API, also known as click2call or click-to-call API, is part of Voiso's Voice APIs. Use it to initiate calls for agents from external systems. Please refer to the detailed API endpoint specification here.

Prerequisites
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Making requests
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Authentication
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The startcall API requires the base URL and the contact center API key.

Request parameters
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The startcall API uses the key parameter: the contact center API key.

The agent parameter is the agent's extension or agent login ID (for example, name@email.com). It tells Voiso which agent should get the call. The call starts automatically on the agent's configured Web-RTC softphone, known as Agent Panel.

The number parameter is the destination number to dial.

The number must be specified in E.164 format without the preceding '+'. For example: 447414992548

With these basic parameters, you can make a simple request:

POST https://cluster1.voiso.com/api/v1/cc7c76b8987a281d...90ab6c3/click2call    

Request body:
{
    "agent": "1002",
    "number": "4407414992548"
}

To make more advanced requests, you can include optional parameters.

If you want to get the UUID of the call in the response, set the value of the get_call_id parameter to true. The UUID lets you track the call in your database, CRM, or data stream.

The crm parameter is the name of the external sending application, such as a CRM, helpdesk, or another service. Once you specify the crm parameter, the corresponding interactions will be marked with this parameter in CDR. It might help with reporting and debugging.

The account_id parameter represents the CRM account ID for the contact. Once you specify it, the corresponding interactions will be marked with this parameter in CDR. You may want to use it for:

  • Enriching the interaction data with external identifiers. It might help you with reporting.
  • Number masking — when account_id is specified, it replaces the destination number in Web-RTC softphone (Agent Panel), Omnichannel Workspace, as well as in Voiso reporting tools, such as Real-Time Dashboard (RTD) and Call Details Records (CDR). Using it, you can hide real contact phone numbers from your agents and supervisors.

Here is an example of a complete request:

POST https://cluster1.voiso.com/api/v1/cc7c76b8987a281d...90ab6c3/click2call    

Request body:
{
    "agent": "june.juliette@mail.com",
    "number": "4407414992548",
    "account_id": "June Juliette",
    "CRM": "MyCRM",
    "get_call_id": "true"
}

Troubleshooting
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The following issues are sometimes encountered:

Agent click2call disabled
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If you see this error, "error": "Agent click2call disabled", the security access group assigned to the agent does not have Click-to-call enabled. Either update the permissions in the security access group or assign the agent to a different security access group.

Invalid destination number
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If you see this error, "error": "Invalid destination number", it means that the destination phone number is not in E.164 format or the number does not exist. Verify the phone number is correct and in the correct format without the preceding '+'. For example: 447414992548

Invalid agent's extension or agent login ID
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The startcall API uses either the agent's extension or login ID to identify the user who is making the click-to-call request. If you see this error, the value specified for the agent parameter is invalid. or that you are using the correct email address

Agent logged off
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If you see this error,"error": "Agent logged off", the target agent is not logged in to their softphone. Ensure that agents are logged in to their Voiso account.

Invalid API key
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The startcall API uses the contact center API key to validate the request. If you see this error, "error": "Invalid API key", check that you use the correct contact center API key. For more information about API keys, refer to Authentication.