Initiating a Call

POST /telephony/calls/@channelKey/

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Example URL

https://system_domain/api/v2/telephony/calls/@channelKey/

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Request Body Parameters (form-data)

Parameter	Type	Required	Description
action	string	Yes	Use the value create_call to initiate a call.
direction	string	Yes	Call direction: incoming for incoming calls, outgoing for outgoing calls.
phone	string number	Yes	Phone number.
call_status	string	No	Call status; see description below.
pbx_call_id	string number	No	Call ID from PBX.
pbx_user_ids[]	array	No	User IDs from PBX.
user_ids[]	array	No	System staff IDs with telephony access.
group_ids[]	array	No	IDs of staff groups in the system with telephony access.
audio_record	file (mp3/mp4/wav/ogg)	No	Call recording.
comment	string	No	Comment for the ticket.

Description of call_status Parameter

Available values:

1. ringing
2. in-progress
3. canceled
4. missed
5. failed
6. answered
7. busy

Statuses ringing and in-progress are active call statuses, meaning a call card will be displayed to the user. The other statuses are final call statuses and will hide the call card.

info

Only one of the following parameters can be passed at a time: user_ids / group_ids / pbx_user_ids.

These parameters determine which users will see the call card. If none of these parameters are specified, the call card will be shown to all staff members with access to the telephony module. If only one employee is specified/found, they will automatically be assigned as the assignee/performer of the ticket/call.

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Example Request Body (form-data)

Request to initiate a call

Key	Value
action	create_call
direction	incoming
phone	+79998887766
call_status	ringing
user_ids[]	1,2,3
comment	Important call!

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Example Response

{
    "data": {
        "call_id": 123,
        "pbx_call_id": null,
        "user_id": 0,
        "pbx_user_id": null,
        "call_status": "ringing",
        "audio_record": null,
        "ticket_id": 4567
    }
}