Sangoma CX Technical Note - API to Attach Data to Call using CX IVR Builder
Introduction
This API attaches custom information to the call by using Sangoma CX IVR Builder. The attached data is displayed in the Agent Panel when the agent gets a call. Optionally a URL (links Data Types) can be auto populated when the call is assigned to an Agent.
Table of Contents
Supported Data Types
The data types that can be attached and presented to an Agent are:
Text: by providing a label and its value
Number: by providing a label and its value
Link : this data type can behave in the following way:
By providing a clickable label with a linked url. If clicked, the Agent opens the URL in a new Web Browser tab.
By adding an optional action “open_on_ring”. In this case the URL will automatically open in a new Web Browser tab when a call rings on the Agent Panel. Also this link will be clickable if the Agents closes it.
Besides these data types which hold data, there is another data type named multi that is used to organize the attached data in the user interface. If not used, then the attached data will be presented one label - value pair per row. If muti is used, then label - data pairs defined as an array under this type, will be presented in one row organized in multiple columns. Nested Multi types are not supported.
The following screenshot is provided as a visual reference on how attached data is presented in the Agent Panel.
JSON structure
All information attached to the call is provided to the API as a JSON payload. The following is an example that highlights the variables in magenta. This sample is related to the Agent Panel screenshot previously provided.