CTI Web Services API
API Overview
The Five9 Computer-Telephony Integration (CTI) Web Services API provides developers access to telephony controls and sophisticated call center functionality that can be leveraged by applications via the Simple Object Access Protocol (SOAP). As part of the Five9 Agent Desktop Toolkit, the CTI Web Services API can connect the Five9 web-based softphone to other business applications used by call center agents, such as home-grown CRM solutions, billing or order entry systems, and agent scripting applications.
The Five9 Agent Desktop Toolkit is comprised of two client-side components:
- Five9 CTI Web Services
- Five9 Softphone Web Toolbar
Download API Documentation
API Methods
| Method | Description |
| AGENT |
| login | Performs synchronous log-in to VCC |
| loginAsync | Performs asynchronous log-in to VCC |
| logout | Performs log-out from VCC |
| logoutAndExit | Performs log-out from VCC and shutdown CTI Webservices |
| changePassword | Changes password for currently logged-in user |
| restartStation | Restarts station |
| setReadyState | Sets current ready state |
| setNotReadyState | Sets not-ready state |
| CALL |
| disconnectCall | Disconnects current call |
| finishCall | Set disposition to current call (disconnects first if active) |
| makeCall | Initiates new call |
| recordCall | Start call recording |
| toggleHold | Enables/disables call hold |
| sendDTMF | Sends DTMF tones during active call (only available for softphone) |
| removeConferenceParticipant | Disconnects one of conference participant |
| TRANSFER |
| transferCall | Transfer call |
| completeTransfer | Completes warm transfer |
| cancelTransfer | Cancels warm transfer |
| CONFERENCE |
| cancelConference | Cancel warm conference |
| addToConference | Adds party to a conference |
| completeConference | Completes warm conference |
| conferenceIn | Starts conference |
| leaveConference | Creator leaves conference (other parties aren’t disconnected) |
| PARK CALL |
| parkCall | Parks current call |
| parkConferenceParticipant | Parks conference participant |
| retreiveCall | Retrieves parked call |
| PREVIEW CALL |
| makePreviewCall | Initiate preview call |
| skipPreviewCall | Skips preview call |
| getPreviewSkipDispositions | Retrieves preview call disposition list |
| endPreviewCall | Sets disposition on preview call |
| renewPreviewCall | Renews preview call |
| CALLBACKS |
| getCallbacks | Retrieves callbacks list |
| addCallback | Saves new callback |
| removeCallback | Removes callback |
| updateCallback | Updates callback information |
| snoozeCallback | Snoozes callback for a while |
| dismissCallback | Dismisses callback for this session |
| resetRemindedCallback | Reset dismissed callback |
| RECORDINGS (PERSONAL VOICEMAILS) |
| playRecording | Plays recording |
| removeRecording | Removes recording |
| stopPlayingRecording | Stops player |
| requestRecordings | Request recordings list |
| resetGreeting | Resets previously set greeting |
| uploadGreeting | Uploads greeting to VCC |
| SCRIPT AND WORKSHEETS |
| requestScript | Retrieves script for current campaign |
| requestWorksheet | Retrieves worksheet for current campaign |
| saveWorksheetAnswers | Saves worksheet answers |
| CONNECTORS |
| requestConnectors | Request manual connectors |
| processConnector | Initiate connector |
| openBrowser | Opens web-browser with required URL |
| SOFTPHONE |
| softphoneHangupPhone | Hangs up softphone |
| softphonePickupPhone | Picks up softphone |
| getSoftphoneInputDevices | Retrieves system input devices |
| getSoftphoneOutputDevices | Retrieves system output devices |
| getSoftphoneDevices | Retrieves softphone devices configuration |
| setSoftphoneDevices | Sets softphone devices configuration |
| getSoftphoneSpeakerVolume | Retrieves softphone speaker volume |
| setSoftphoneSpeakerVolume | Sets softphone speaker volume |
| getSoftphoneMicrophoneLevel | Retrieves softphone microphone level |
| setSoftphoneMicrophoneLevel | Sets softphone microphone level |
| getSoftphoneMicrophoneAgc | Retrieves softphone auto gain |
| setSoftphoneMicrophoneAgc | Sets softphone auto gain |
| setSoftphoneAutoHangup | Sets auto-hangup mode for softphone |
| getSoftphoneAutoHangup | Checks auto-hangup mode for softphone |
| DATA OBJECTS |
| getAgentPermissions | Retrieves agent permissions |
| getAvailableSkills | Retrieves agent skills |
| getAvailableCampaigns | Retrieves agent campaigns |
| getCampaignInfo | Retrieves campaign info |
| getAvailableAgents | Retrieves agent list |
| getAgentInfo | Retrieves agent info |
| getCampaignDispositions | Retrieves disposition list for campaign |
| getReasonCodes | Retrieves logout reason codes list |
| getNotReadyReasonCodes | Retrieves not-ready reason codes list |
| getStatus | Retrieves current agent status |
| getUserDetails | Retrieves user details |
| getVersion | Retrieves component version |
| EVENT HANDLING |
| addListener | Registers new listener |
| removeListener | Removes already registered listener |
| checkEvent | Checks if new event is available |
| MISCELLANEOUS |
| getSpeedDials | Retrieves speed dial numbers |
| addNumberToDnc | Adds number to DNC list |
| playFile | Plays audio file |
Additional API Details
Five9 CTI Web Services communicates with the Five9 Virtual Call Center (VCC) via Java Remote Method Invocation (RMI). It relays requests such as login/logout, ready/not ready, initiate/terminate call, answer call, hold/retrieve call, query queued voicemails or callbacks, assign call disposition, etc. to the VCC, and distributes events back to the CTI Web Services clients.
The Five9 Softphone Web Toolbar is a web browser plug-in which can be enabled while browsing any web site. This toolbar is a CTI Web Services client which also incorporates a softphone. The toolbar implements telephony controls, in addition to Five9 call center functionality: login/logout, ready/not ready, call disposition, call logs, call recording, access to voicemails, callbacks, scripts, worksheets. This toolbar can be customized, and can work in conjunction with other CTI Web Services clients. The toolbar registers to receive Five9 VCC events, hence its status gets updated upon actions by other CTI Web Services clients.
The use of the toolbar is optional. Developers may decide to completely handle telephony controls and call center functionality through their own application and forgo the use of the Five9 Web toolbar.
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