Voice Management Guide

The Voice Management user guide

To start
- Prerequisite
- Home
Administrator
- Importing sounds to your IVR
- Creating a routing
- Importing a directory
- Prohibit transfers to certain numbers
- Creation of a skill group
- Gestion of an operator
- Creation of an IVR
- Satisfaction survey
  - Carrying out a satisfaction survey from an IVR
- Campaign
  - Outgoing calls
- Webcallback
  - Link WebCallBack
  - Generating a WebCallBack link
- Gestion of a supervisor
  - Creation of a supervisor
- SMS service
  - SMS in the operator toolbar
  - SMS in the operator toolbar
    - SMS in the operator toolbar
Statistics
Operator
Supervisor
Technical side
- API
- SSO authentification
  - SAML Authentication & Voice Management
  - SAML authentication with Microsoft Azure AD
Call recording
- Recordings of conversations
Integration
- Application setup (Microsoft Dynamics)
- easiware integration
- Salesforce
  - Integration with Salesforce
  - Transcripts of conversations in Salesforce
- Zendesk
  - Configuration of integrations

Call history API

Specific to incoming calls:

Query format

Queries should be made as follows:

This API allows for the retrieval of past incoming and outgoing calls, in one of two ways.

1 - General comments

The API operates within a REST paradigm, accepting data as parameters passed through GET, POST or PUT and returns the data in a JSON format.

1.1 Parameters
All API functions require the use of the following connection parameters:

Name	Type	Default	Mandatory	Description
login	Alphanum 32		Y	ID API user
password	Alphanum 32		Y	Password

and parameters serving as filters for data extraction:

Name	Type	Mandatory	Description
date	YYYY-MM-DD	Y	Start date or requested date
date_end	YYYY-MM-DD	N	End date, maximum one month from the start date
service_number	Digital	N	Service number, in e164 format
caller_number	Digital	N	Caller's number, in e164 format

1.2 Incoming call history

URL	/vm/calls/in
Method(s)	POST

Query format

Queries should be made as follows:

				
					curl “https://api.axialys.com/vm/calls/in” -u <login>:<password> -H “Content-Type: application/json” -d ‘{“date”:”<YYYY-MM-DD>”, “date_end”:”<YYYY-MM-DD>”, “service_number”:”<e164>”, “caller_number”:”<e164>”}’ -X POST

Returned

Name	Type	Description
id_appel	Digital	Call ID
date	Date	Date, in ISO 8601 format
service_number	Digital	Service number, in e164 format
caller_number	Digital	Caller’s number, in e164 format
cp	Digital	Caller's postal code
post_appel	Digital	Duration of break, in seconds
duration_ring	Digital	Duration of ring time, in seconds
duration	Digital	Duration of the call, in seconds
duration_svi	Digital	Time spent on IVR before entering a group queue
duration_hold	Digital	Time a call was put on hold by the operator during the call
duration_comm	Digital	Call duration between caller and operator
duration_wait	Digital	Amount of time the caller waits before the call is picked up
status	Alphanum	Status of the incoming call
group_name	Alphanum	Name of the group receiving the call
op_name	Alphanum	Name of the operator receiving the call
rub_name	Alphanum	Name of the rubric that received the call
id_op	Digital	Operator ID receiving the call
id_tags	Alphanum	List of tag IDs
first_group_name	Alphanum	First group to which the call has been allocated

Note: “op_name” and “rub_name” are updated two hours later. The methodology must be called upon at least two hours after the closing of the service.

Attention: If you specify a start date and an end date, the search is limited to one month.

Query format
Queries should be made as follows:

				
					curl “https://api.axialys.com/vm/calls/out” -u <login>:<pass> -H “Content-Type: application/json” -d ‘{“date”:”<YYYY-MM-DD>”, “date_end”:”<YYYY-MM-DD>”, “called_number”:”<e164>” }’ -X POST

Return

Name	Type	Description
id_appel	Digital	call ID
date	Date	Date, in ISO 8601 format
service_number	Digital	Service number, in e164 format
called_number	Digital	Called party number, in e164 format
duration_ring	Digital	Ring time, in seconds
duration	Digital	Call length, in seconds
status	Alphanum	Outgoing call status
group_name	Alphanum	Name of the group that received the call
op_name	Alphanum	Name of the operator that received the call
rub_name	Alphanum	Name of the rubric that received the call
id_op	Digital	Operator ID receiving the call
id_tags	Alphanum	List of tag IDs
Record	URL	Sound resource URL if available and right enabled

The id_appel of an outgoing call is preceded by a “-”.

Attention: If you specify a start date and an end date, the search is limited to one month.

1.4 Tag retrieval

This API provides a listing of the tags.

URL	/vm/tags
Method(s)	GET

Query format

Queries should be made as follows:

in GET:

				
					curl -u <username>:<password> "https://api.axialys.com/vm/tags" -X GET

Data returned

Name	Type	Description
id	Digital	Tag ID
type	Call	Call type. This is currently is only the "CALL" type.
name	Alphanumeric	Tag name
description	Alphanumeric	Tag description
color	Hex/RGBA	Tag colour in hexadecimal or RGBA
active	Boolean	Tag activation (0 = inactive, 1 = active)
created_at	Date/time	Date created, in YYYY-MM-DD HH:MM:SS format
updated_at	Date/time	Date updated, in YYYY-MM-DD HH:MM:SS format
deleted_at	Date/time	Date deleted, in YYYY-MM-DD HH:MM:SS format

1.5 Voice message retrieval

This API provides a list of voice messages and allows you to retrieve audio files.

URL	/vm/voicemail
Method(s)	GET

1.5.1 List of voice messages

Allows you to retrieve a list of voice messages.

Query format

Queries should be made as follows:

in GET:

				
					curl -u <username>:<password> "https://api.axialys.com/vm/voicemail?id_appel=<num>"

				
					curl -u <username>:<password> "https://api.axialys.com/vm/voicemail?date=<date>"

				
					curl -u <username>:<password> "https://api.axialys.com/vm/voicemail?date=<date>&date_end=<date>"

Parameters

Name	Type	Mandatory	Description
id_appel	Digital	Y/N	Call identifier
date	Date	Y/N	The current date or the start date for the period, in YYYY-MM-DD format
date_end	Date	Y/N	The end date for the period, in YYYY-MM-DD format

Data returned

Name	Type	Description
id	Digital	Message ID
date	Date/Time	Date the message was recorded
duration	Digital	Message length
caller_num	Digital	Caller's phone number
id_appel	Call ID

1.5.2 File retrieval

Allows you to retrieve the audio file in mp3 format, based on the message ID.

Query format

Queries should be made as follows:

in GET

				
					curl -u <username>:<password> "https://api.axialys.com/vm/voicemail/<id>/file" -o <nom>.mp3

Parameters

Name	Type	Mandatory	Description
id	Digital	Y	Message ID
nom	Alphanumeric	Y	Name to give the audio file

Attention

The API was activated on 27/03/21. The data returned is only valid from this date.

1.6 Call status inventories

Common to both types

Name	Description
ANSWER	Answer
BUSY	Busy
NOANSWER	No answer
UNKNOWN	Unknown
CANCEL	Cancel
CONGESTION	congestion
CHANUNAVAIL	Channel unavailable

Specific to incoming calls:

Name	Description
NO	no abutment
CALLBACK	Callback
VOICEMAIL	Voice mail

1.7 Call history in groups

URL	/vm/calls/groups
Method(s)	POST

				
					curl “https://api.axialys.com/vm/calls/groups” -u <login>:<password> -H “Content-Type: application/json” -d ‘{“date”:”<YYYY-MM-DD>”, “date_end”:”<YYYY-MM-DD>”, “service_number”:”<e164>”, “caller_number”:”<e164>”}’ -X POST

Returned

Name	Type	Description
id_appel	Digital	Call ID
date	Date	Date, in ISO 8601 format
service_number	Digital	Service number, in e.164 format
caller_number	Digital	Caller's number, in e.164 format
date_in	Date	Date of entry into the group, in ISO 8601 format
date_out	Date	Date of exit from the group, in ISO 8601 format
date_answer	Date	Date the call was answered, in ISO 8601 format
duration	Digital	Length of the call, in seconds
group_name	Alphanum	Name of the group that received the call
op_name	Alphanum	Name of the operator that received the call

1.8 Call history in the rubrics

URL	/vm/calls/rubriques
Method(s)	POST

Query format

Queries should be made as follows:

				
					curl “https://api.axialys.com/vm/calls/rubriques” -u <login>:<password> -H “Content-Type: application/json” -d ‘{“date”:”<YYYY-MM-DD>”, “date_end”:”<YYYY-MM-DD>”, “service_number”:”<e164>”, “caller_number”:”<e164>”}’ -X POST

Returned

Name	Type	Description
id_appel	Digital	Call ID
date	Date	Date, in ISO 8601 format
service_number	Digital	Service number, in e164 format
caller_number	Digital	Caller's number, in e164 format
date_in	Date	Date of entry into the group, in ISO 8601 format
duration	Digital	Duration of the call, in seconds
rub_name	Alphanum	Name of the rubric that received the call

1.9 Voxpay configuration

URL	/vm/voxpay
Method(s)	GET

Query format

Queries should be made as follows:

				
					curl "https://api.axialys.com/vm/voxpay" -u <login>:<password> -H "Content-Type: application/json" -X GET

Returned

Name	Type	Description
id_appel	Digital	Group
ope		Activity to be completed
sub_amount	Digital	Subscription amount
currency	AlphaNumeric	Currency
amount	Digital	Amount
sub_count	Digital	Number of subscription occurrences
sub_type	day,week,month,year	Occurrence unit
mode	sms,svi,online,choice	Payment method
can_change	Alphanum	Peut-être modifié

Voice Management Guide

The Voice Management user guide

Specific to incoming calls:

1 - General comments

Returned

Return

1.4 Tag retrieval

1.5 Voice message retrieval

Query format

Parameters

Data returned

1.5.2 File retrieval

Query format

Parameters

1.6 Call status inventories

Common to both types

1.7 Call history in groups

Returned

1.8 Call history in the rubrics

Query format

Returned

1.9 Voxpay configuration

Query format

Returned

Newsletter

Solutions

Guide

Clients

Livre blancs