The Switchvox Extend API by David W Podolsky

The Switchvox Extend API by David W. Podolsky Director of Engineering, Switchvox

What I am going to talk about § Session 1 : Fundamentals and Components –What is the Switchvox Extend API? –Why is the Switchvox Extend API so important –The Components of the Extend API –Session 1. 5 : Switchvox Developer Central and other Developer Tools § Session 2 : Developing Real-World Business Integrations –Introduction to the Doctor’s Office –Creating an Appointment Reminder System –Building a Patient Confirmation IVR –Constructing a Custom Switchboard Panel § Session 3 : The Future and Q/A –Whats coming up in Switchvox and the API –Questions and Answers Creative Innovation – Customer Satisfaction – Continual Quality Improvement 2

The Switchvox Extend API Session 1 : Fundamentals and Components by David W. Podolsky Director of Engineering, Switchvox

Elevator Pitch §What is the Switchvox Extend API? §What is Switchvox Developer Central? Creative Innovation – Customer Satisfaction – Continual Quality Improvement 4

What is the Switchvox Extend API? §What is the Switchvox Extend API? The Switchvox Extend API is the way for external applications to exchange information with a Switchvox PBX. If a developer wants to get information from a Switchvox PBX or wants the Switchvox PBX to talk with an external application, they use the Extend API. Creative Innovation – Customer Satisfaction – Continual Quality Improvement 5

What is Switchvox Developer Central? §What is Switchvox Developer Central is the online location for developers, resellers, and system integrators to learn, share, and explore ways to integrate a Switchvox PBX with other core business components. If somone wants to integrate a key business component (say adding a “Call Me” box on their website or integrating a patient database) with a Switchvox phone system, they will go to Developer Central to find out how. Creative Innovation – Customer Satisfaction – Continual Quality Improvement 6

Switchvox Extend Goals Whats the point. . Creative Innovation – Customer Satisfaction – Continual Quality Improvement 7

More Ideas. . . § Communication mechanism for external applications –Windows Applications –Customer Databases –Web Services –Switchvox Examples: –Windows Switchvox Notifier –Mozilla Firefox Fire Dialer Plugin –Possible Mobile Applications? ? § Individual Customer Needs. Make it work with your business –Integrate your phone system with your business Pull Client Records based on phone numbers Tie into Customer Database –Customize the product for your Business Customer XYZ Switchboard Panel Creative Innovation – Customer Satisfaction – Continual Quality Improvement 8

Goals of the Switchvox Extend API § Consolidation Tool for Resellers for Large # of Systems –Use the API to Query what you want to see across all systems System Health Phone / Voip Provider Connectivity § Full Featured API for developers moving into vertical markets –Hotels ( wakeup calls) –Call Centers ( customer survey ) § Create features we don’t even have in the product for customers Night Mode Autodialers IVR Confirmation System § Ways we haven’t even thought of how to use a phone system yet. . Creative Innovation – Customer Satisfaction – Continual Quality Improvement 9

The Components of the Switchvox Extend API §Extend API Core Methods §Extend API for Call Creation §IVR Web Integration §PBX Event Notifications §Custom Switchboard Panels Creative Innovation – Customer Satisfaction – Continual Quality Improvement 10

Extend API Core Methods § What is is? –An XML-based Application Programming Interface (API) that lets your application do the Switchvox tasks that you would normally do in the Admin or User Tool Suites. Example: Fetch call logs, download voicemail, change call rules, etc. § In Short –Lets your program talk to our PBX with an XML request and get an XML response back. § Eating our Own Dog Food –We use our Core Methods on many pages and functions found directly in our product. When you visit our “Manage Extension” page you are actually seeing a call to switchvox. extensions. search. When you are moving your call rules, you are actually calling switchvox. users. call. Rules. update. Creative Innovation – Customer Satisfaction – Continual Quality Improvement 11

Connecting with the Core Methods § Access through an easy url : https: //YOUR. PBX. IP/xml § You can even try it through your browser: § Uses Digest Authentication –You can authenticate as an Administrator or an Extension –What methods you can call depends on who you are and what permissions you have Creative Innovation – Customer Satisfaction – Continual Quality Improvement 12

What kind of information can I get / set? § Extensions –switchvox. extensions. get. Info –switchvox. extensions. search –switchvox. extensions. phones. sip. add –switchvox. extensions. get. Voicemail. Info –switchvox. extensions. phones. bulk. upload § Call Logs & Reports –switchvox. call. Logs. search –switchvox. call. Reports. phones. search –switchvox. call. Reports. call. Queues. search –switchvox. call. Reports. ivrs. search –switchvox. call. Reports. providers. search –switchvox. call. Reports. did. search • IVR Global Variables • switchvox. ivr. global. Variables. add • switchvox. ivr. global. Variables. get. List • switchvox. ivr. global. Variables. remove • switchvox. ivr. global. Variables. update Creative Innovation – Customer Satisfaction – Continual Quality Improvement 13

Much More § Advanced Debugging • switchvox. debug. acli. start. Session • switchvox. debug. acli. stop. Session • switchvox. debug. acli. sessions. get. List • switchvox. debug. acli. sessions. get. Info • switchvox. debug. acli. sessions. get. Log • switchvox. debug. pri. start. Session • switchvox. debug. pri. stop. Session • switchvox. debug. pri. sessions. get. List • switchvox. debug. pri. sessions. get. Info • switchvox. debug. pri. sessions. get. Log • switchvox. debug. sessions. get. Types • switchvox. debug. sessions. get. List • switchvox. debug. pcap. start. Session • switchvox. debug. pcap. stop. Session • switchvox. debug. pcap. sessions. get. List • switchvox. debug. pcap. sessions. get. Info • switchvox. debug. pcap. sessions. get. Log • Access Control • switchvox. access. Control. get. List • switchvox. access. Control. get. Info • switchvox. access. Control. add • switchvox. access. Control. remove • switchvox. access. Control. update • switchvox. access. Control. is. Allowed • User Call Creation • switchvox. users. call • Scheduled Reports • switchvox. scheduler. add • switchvox. scheduler. get. Info • switchvox. scheduler. update • switchvox. scheduler. remove • switchvox. scheduled. Reports. add Creative Innovation – Customer Satisfaction – Continual Quality Improvement 14

Sample Request § I want to get a list of all the IVR extensions on my system between extensions 800 and 900. <request method="switchvox. extensions. search"> <parameters> <min_extension>800</min_extension> <max_extension>900</max_extension> <extension_types> <extension_type>ivr</extension_type> </extension_types> </parameters> </request> Creative Innovation – Customer Satisfaction – Continual Quality Improvement 15

Example Response § Returns 2 records. Extension 800 which is our Example IVR and also 808 which is our Sales IVR. <response method="switchvox. extensions. search"> <result> <extensions page_number="1" total_pages="1" items_per_page="50" total_items="2"> <extension number="800" status="1" account_id="1153" can_dial_from_ivr="0" display="Example IVR" type="ivr" type_display="IVR" date_created="2008 -10 -30 20: 26: 28" ivr_menu_id="7" ivr_menu_name="Example IVR" ivr_menu_entry_point="Beginning" /> <extension number="808" status="1" account_id="1152" can_dial_from_ivr="0" display="Sales" type="ivr" type_display="IVR" date_created="2009 -08 -26 08: 50: 05" ivr_menu_id="8" ivr_menu_name="Sales" ivr_menu_entry_point="Beginning" /> </extensions> </result> </response> Creative Innovation – Customer Satisfaction – Continual Quality Improvement 16

Developer Central Test Suite http: //developers. digium. com/switchvox/? page. View=test. Suite Creative Innovation – Customer Satisfaction – Continual Quality Improvement 17

The Components of the Switchvox Extend API §Extend API Core Methods §Extend API for Call Creation §IVR Web Integration §PBX Event Notifications §Custom Switchboard Panels Creative Innovation – Customer Satisfaction – Continual Quality Improvement 18

Call Creation API § Actually part of the Core Methods § The Switchvox Extend XML API includes two methods that let you originate phone calls using Switchvox. § switchvox. call –Creates a call in the system between two extensions or external numbers. § switchvox. users. call – Creates a call in the system between the user's extension and another extension or external number. Creative Innovation – Customer Satisfaction – Continual Quality Improvement 19

Sample Request / Sample Response § I want to get a list of all the IVR extensions on my system between extensions 800 and 900. <request method="switchvox. call"> <parameters> <dial_first>95554578299</dial_first> <dial_second>800</dial_second> <dial_as_account_id>1107</dial_as_account_id> </parameters> </request> <response method="switchvox. call"> <result> <call_info dialed_first="101" dialed_second="104" > <variables></variables> </call_info> </result> </response> Creative Innovation – Customer Satisfaction – Continual Quality Improvement 20

What you can build § The Call Creation API is used as the back-end calling mechanism in Digium Switchvox's Firefox Fire Dialer, in our Microsoft Outlook Plugin, and Microsoft Office Smart Tags plugin. § We are going to use this API when developing our appointment reminder system for our doctor’s office in our second session. Creative Innovation – Customer Satisfaction – Continual Quality Improvement 21

Applications § Plenty of Real World Buiness Opportunities for this. –Doctors Office - Appointment confirmation system –Web Store - Order confirmation System –Sales Lead Generator - Let Us Call you box –Switchvox - Subscription Reminders § Plenty of Non Real World Business Opportunities as well Creative Innovation – Customer Satisfaction – Continual Quality Improvement 22

The Components of the Switchvox Extend API §Extend API Core Methods §Extend API for Call Creation §IVR Web Integration §PBX Event Notifications §Custom Switchboard Panels Creative Innovation – Customer Satisfaction – Continual Quality Improvement 23

IVR Web Integration § About IVRS –Interactive Voice Response, or IVR, is an automated menu system (also known as an auto-attendant) that you can program to greet and interact with your callers. An IVR can provide information to the caller, collect information from the caller, and send the caller to the right extension. § Switchvox IVR Integration –With Switchvox, you can create actions within an IVR that let the caller interact with a Web-based application. –Upload, download, and play sound files, and send call-specific data to the application. § IVR Integration Examples –Authenticate Callers against a backend database –Store information inputted / spoken by the user in a database –Read back customer information ( bank totals, delivery dates, etc) –Transfer calls to the last sales rep they talked with –Let patients confirm appointment dates over the phone (We are going to build this) Creative Innovation – Customer Satisfaction – Continual Quality Improvement 24

The IVR Web Service Actions § There a ton of IVR Actions with Switchvox, and below are the ones we use to contact Web Services. § Send Call Values to URL –Post information about the current call to a Web-based application, and collect XML data to store in IVR variables. § Upload Recorded Sound –Upload a recorded sound to a Web-based application. § Play Sound From URL –Download a sound from a URL, then play that sound to your caller Creative Innovation – Customer Satisfaction – Continual Quality Improvement 25

The Components of the Switchvox Extend API §Extend API Core Methods §Extend API for Call Creation §IVR Web Integration §PBX Event Notifications §Custom Switchboard Panels Creative Innovation – Customer Satisfaction – Continual Quality Improvement 26

PBX Event Notifications § Switchvox lets you know when something is happening, what event is happening, and information surrounding the event. § On Incoming Call § On Route to Extension § On New Voicemail § On Checked Voicemail § On Agent Logged In § On Agent Logged Out § On Call Hangup § Lets you build what Switchvox does not have Creative Innovation – Customer Satisfaction – Continual Quality Improvement 27

PBX Notification Example § Call Routing Engine based on a web service with a backend database § http: //192. 168. 0. 100/route. cgi? cid_number=%CALLER_ID_NUMBER%&cid_name=%CALLER_ID_NAME% § Switchvox receives a call, substitutes the variables with their actual values, and sends the request to the URL. In this example, a request would look like this: § http: //192. 168. 0. 100/route. cgi? cid_number=8585551212&cid_name=BOB+JOHNSON § After the URL is requested, route. cgi looks up the number 8585551212, decides to route the call to extension 333, and returns the following XML: § <call_info> <transfer_extension>333</transfer_extension> </call_info> § Switchvox receives this XML, and transfers the call to extension 333. Creative Innovation – Customer Satisfaction – Continual Quality Improvement 28

PBX Event Notifications § On Incoming Call –Triggered at the beginning of an incoming call. § On Route to Extension –Triggered when a call hits an extension. § On New Voicemail –Triggered when a voicemail message is left for an extension (including a message forwarded from another extension). § On Checked Voicemail –Triggered when an extension checks its voicemail. § On Agent Logged In –Triggered when a queue member logs into a queue. § On Agent Logged Out –Triggered when a queue member logs out of a queue. § On Call Hangup –Triggered when a call is hung up. Creative Innovation – Customer Satisfaction – Continual Quality Improvement 29

Future Additions § On Outgoing Call –Triggers when an outgoing call is made on the system § On Call Answered –Triggers when the call is actually answered Creative Innovation – Customer Satisfaction – Continual Quality Improvement 30

The Components of the Switchvox Extend API §Extend API Core Methods §Extend API for Call Creation §IVR Web Integration §PBX Event Notifications §Custom Switchboard Panels Creative Innovation – Customer Satisfaction – Continual Quality Improvement 31

Custom Switchboard Panels § Make your own Switchboard panels that refresh on every incoming call. § Bring up useful customer information before call is even answered § Integrate with existing external services Creative Innovation – Customer Satisfaction – Continual Quality Improvement 32

The Future § Switchboard panels not just in i. Frames § Can register for any event that normal panels can –new queue call –queue member login / logout –new call in parking lot –drop targets for transfering a call –all calling events –etc, etc § Leads to building our existing panels when the way you want it Creative Innovation – Customer Satisfaction – Continual Quality Improvement 33

The Components of the Switchvox Extend API §Extend API Core Methods §Extend API for Call Creation §IVR Web Integration §PBX Event Notifications §Custom Switchboard Panels Creative Innovation – Customer Satisfaction – Continual Quality Improvement 34

The Switchvox Extend API Session 1. 5 : Developer Central by David W. Podolsky Director of Engineering, Switchvox

Switchvox Developer Central http: //developers. digium. com/switchvox/ Creative Innovation – Customer Satisfaction – Continual Quality Improvement 36