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Write Your Own Voice Adapter

\n

Partner need to execute following steps to integrate their voice adapter with platform -

\n

1. Create Voice Provider Resource

\n

First, register voice provider with voice adapter urls by creating an instance of voice provider resource under CCaaS Partner Id

\n

Request:

\n
POST /partners/{{CCaaS-Partner-ID}}/voiceproviders\nHost: {{BASE_URL}}\nContent-Type: application/json\nAuthorization: Basic {{Client-ID}}:{{Secret}}\nx-resource-template-version: {{template-version}}\n\n{\n  \"name\": \"unique name of voice provider\",\n  \"accept_call_url\": \"adapter url to accept call from softphone\",\n  \"end_call_url\": \"adapter url to end call from softphone\",\n  \"hold_call_url\": \"adapter url to hold call from softphone\",\n  \"resume_call_url\": \"adapter url to resume call from softphone\",\n  \"mute_call_url\": \"adapter url to mute call from softphone\",\n  \"unmute_call_url\": \"adapter url to unmute call from softphone\",\n  \"access_token_url\": \"adapter url to generate token for voice provider client\"\n}
\n

The HTTP response should provide you the id of the new voice provider resource created.

\n

Response:

\n
{\n    \"id\": \"394e3814-7562-4f25-a854-2b74e91ad15a\"\n}
\n

2. Associate Voice Provider with Phone Number

\n

Next, associate existing Toll Free Number (TFN) with voice provider resource created above. This is required to identify voice adapter url handling the calls received by a TFN.

\n

Request:

\n
POST /partners/{{CCaaS-Partner-ID}}/phonenumbers/{{Phone-Number-ID}}\nHost: {{BASE_URL}}\nContent-Type: application/json\nAuthorization: Basic {{Client-ID}}:{{Secret}}\nx-resource-template-version: {{template-version}}\n\n{\n  \"voice_provider_id_resource_uri\": \"/partners/{{CCaaS-Partner-ID}}/voiceproviders/{{Voice-Provider-ID}}\"\n}
\n

3. Create Channel Resource

\n

A channel is an application client through which end-users can send and receive messages with other Participants over a Conversation.

\n

Learn to create your custom channel to process Conversation Events in the tutorial describing how to set up a Channel.

\n

4. Webhook

\n

A Conversation Event is a callback to a webhook endpoint on voice adapter notifying that an action has occurred. Events occur when a Participant has joined or left a Conversation; a Participant sent a Conversation Message; a Participant closed a Conversation, etc.

\n

To learn more about Conversation Events, see the Conversation webhook events

\n

4. APIs

\n

Following APIs of voice adapter are consume by softphone for different purposes like accept inbound call, hold participant, remove participant, etc.

\n

1. Accept Call

\n

Softphone calls this api when agent receives a request to accept inbound call. Once operation is successful, adapter is expected to publish kafka event PARTICIPANTCALLINITIATED for agent participant.

\n

Request:

\n
Method: POST\nContent-Type: application/json\n\n{\n  \"conversationId\": \"5a974dd7-475a-41c0-a027-bfdf09627b13\",\n  \"author\": {\n    \"userName\": \"testAgent\",\n    \"participantId\": \"4a70a876-bf90-4360-92c3-0edd7463c691\",\n  } \n}
\n

Response:

\n
{\n    \"status\": \"Success\"\n}
\n

2. End Call

\n

Softphone calls this api when agent clicks on end call button to terminate call of all participants or to end their call only. Once operation is successful, adapter is expected to publish kafka event PARTICIPANTCALLCOMPLETED for agent participant.

\n

Request:

\n
Method: POST\nContent-Type: application/json\n\n{\n  \"conversationId\": \"5a974dd7-475a-41c0-a027-bfdf09627b13\",\n  \"removeAllParticipants\": false,\n  \"participantId\": \"6e312815-2d32-409b-9c57-f9e79e7baf49\",\n  \"author\": {\n    \"userName\": \"testAgent\",\n    \"participantId\": \"4a70a876-bf90-4360-92c3-0edd7463c691\",\n  } \n}
\n

Response:

\n
{\n    \"status\": \"Success\"\n}
\n

3. Hold Call

\n

Softphone calls this api when agent clicks on hold call on one of active participants of call.

\n

Request:

\n
Method: POST\nContent-Type: application/json\n\n{\n  \"conversationId\": \"5a974dd7-475a-41c0-a027-bfdf09627b13\",\n  \"participantId\": \"6e312815-2d32-409b-9c57-f9e79e7baf49\",\n  \"author\": {\n    \"userName\": \"testAgent\",\n    \"participantId\": \"4a70a876-bf90-4360-92c3-0edd7463c691\",\n  } \n}
\n

Response:

\n
{\n    \"status\": \"Success\"\n}
\n

4. Resume Call

\n

Softphone calls this api when agent clicks on resume call on a participant who is already on hold.

\n

Request:

\n
Method: POST\nContent-Type: application/json\n\n{\n  \"conversationId\": \"5a974dd7-475a-41c0-a027-bfdf09627b13\",\n  \"participantId\": \"6e312815-2d32-409b-9c57-f9e79e7baf49\",\n  \"author\": {\n    \"userName\": \"testAgent\",\n    \"participantId\": \"4a70a876-bf90-4360-92c3-0edd7463c691\",\n  } \n}
\n

Response:

\n
{\n    \"status\": \"Success\"\n}
\n

5. Generate Token for voice provider client

\n

To initialize voice provider client, it needs a JWT token to authenticate and authorize softphone with voice provider.

\n

Request:

\n
Method: POST\nContent-Type: application/json\n\n{\n  \"agentLogonName\": \"testAgent\"\n}
\n

Response:

\n
{\n    \"token\": \"dasdgdfhfhgjnguhk\"\n}
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