Call answered

Warning

🚧 Limitations / Notes🚧

• Authentication on this endpoint works fundamentally different compared to the rest of the API.

• API clients do not work with the CTI endpoints unless explicitly stated by the client vendor!

• The CTI endpoints are relevant for PBX systems only.

Available attributes and sample data for answered events

Attribute	Possible value	Description
event	answer	Tell Zammad that someone answered the call.
from	e.g. 493055571600, 02214710334, anonymous	Number that initiated the call
to	e.g. 49221470334, 03023125771	Number that is being called
direction	in or out	The call direction - if your agent initiates a call this will be out
callId	e.g. 53ba82e2bd6d12d9fb2d3838f0cfb070, 5fb9532f40da834a, 123456789	An ID that is unique for the call. Zammad will use this ID to identify an existing call with following actions (e.g. like answering or hanging up) This ID must be unique per call session.
answeringNumber	e.g. 42, jdoe, jdoe@example.com, 49221470351, 03023125184	Zammad will look up for a user with given value, the following attributes will be evaluated in given order: user.phone user.login user.id This value is optional.
user	e.g. John Doe, [Alice, Bob]	The user(s) real name involved. You may have to provide array style ([]) params depending on the call method you choose. If the direction is out, this is the name of the calling person(s). If the direction is in, this is the name of the called person(s). This value is optional.

There’s two options on how to POST the relevant data to Zammad.

Note

🤔 For your context

Below calls have been sent with the following configuration. This is important for you to understand the returns we’re showing here.

Outbound

• Destination caller ID 4989* set outbound caller ID 498999998145 with note “All from munich”

• Destination caller ID 4930* set outbound caller ID 493023125877 “All from Berlin”

Other settings

• Default caller ID for outbound calls 496990009111

JSON (recommended)form-data

POST-Request sent: https://{FQDN-Zammad}/api/v1/cti/{instance specific token}

Outbound

Payload:

{
   "event": "answer",
   "from": "493023125741",
   "to": "492214710334",
   "direction": "out",
   "callId": "9f1840cb-8be9-4d3a-8200-3da2937085f0",
   "caller": "Christopher Miller"
}

Response:

{}

Sample curl command:

$ curl --request POST 'https://{FQDN-Zammad}/api/v1/cti/{instance specific token}' \
   --header 'Content-Type: application/json' \
   --data-raw '{
      "event": "answer",
      "from": "493023125741",
      "to": "492214710334",
      "direction": "out",
      "callId": "9f1840cb-8be9-4d3a-8200-3da2937085f0",
      "caller": "Christopher Miller"
   }'

Inbound

Payload:

{
   "event": "answer",
   "from": "493023125741",
   "to": "492214710334",
   "direction": "in",
   "callId": "307fa962-de8d-4ffc-817b-7f6993204159",
   "answeringNumber": "emma@chrispresso.com",
   "caller": ["Christopher Miller", "Emma Taylor"]
}

Response:

{}

Sample curl command:

$ curl --request POST 'https://{FQDN-Zammad}/api/v1/cti/{instance specific token}' \
   --header 'Content-Type: application/json' \
   --data-raw '{
      "event": "answer",
      "from": "493023125741",
      "to": "492214710334",
      "direction": "in",
      "callId": "307fa962-de8d-4ffc-817b-7f6993204159",
      "answeringNumber": "emma@chrispresso.com",
      "caller": ["Christopher Miller", "Emma Taylor"]
   }'

The next logical step within call session context would be:

• hangup (call ending)