CTI operations through REST API

Platform API
1

Hello everyone,

We are building a custom external widget to embed in our front-end using jscript so that users can perform some basic CTI operations: making/answering calls, transfer, etc...

We can patch the conversations as "connected" but we are missing how do we establish the SIP sessions.

We would like to have this working both for WebRTC and PureCloud SoftPhones.

Can u help us?
Regards,
Daniel

2

we are missing how do we establish the SIP sessions

I'm not sure what you mean. Are you trying to use your own custom WebRTC client without using the OOTB PureCloud UI? If so, that's not currently supported. But let me know if that's what you meant and I can add you to the feature request for 3rd party WebRTC client support.

Currently, you must use a physical phone or the PureCloud UI for WebRTC.

3

Hello Tim.

When we bought PureCloud we clearly state that we were going to use our custom CRM as front-end and the operator would be able to answer/make, transfer calll, etc without using the PureCloud UI.

We have been told we could do it through the API.

So basically, that's what we need to do.

Regards,
Daniel

4

the operator would be able to answer/make, transfer calll, etc without using the PureCloud UI.

That statement is correct. What you cannot do is implement your own WebRTC client. If you want to use WebRTC, currently, you must use the OOTB PureCloud UI. If you use a physical phone, you do not need to use any part of our UI.

5

Hello Tim.

Not sure what do u mean by OOTB PureCloud UI can u clarify?

Maybe I didn't made myself clear. Our client's call center operators will have nothing but our custom CRM webpage on the browser. Will they be able to answer calls and get the voice in their browser?

Thanks

Regards,
Daniel

6

Not sure what do u mean by OOTB PureCloud UI can u clarify?

Out Of The Box PureCloud UI: https://apps.mypurecloud.ie/directory/

Our client’s call center operators will have nothing but our custom CRM webpage on the browser. Will they be able to answer calls and get the voice in their browser?

If they are using a physical phone, yes. If not, then they will be unable to use a WebRTC phone unless they are also using the OOTB PureCloud UI.

7

Yes. We are interested.

What about SoftPhones? Can one answer a call exclusively using the api? Meaning, without interacting the softphone UI?

Thank u.

Regards,
Daniel

8

Thanks, I've added this request to the feature.

What about SoftPhones? Can one answer a call exclusively using the api? Meaning, without interacting the softphone UI?

I believe the softphone will behave in the same way as a physical phone; the only restrictions I'm aware of are with using a WebRTC phone. However, it is Windows only and I don't currently have a PC to be able to verify.

9

Ok Tim. Thank u for ur time. Regards, Daniel

10

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