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The Switchvox Extend API

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Title: The Switchvox Extend API

1
The Switchvox Extend API

by David W. Podolsky
Director of Engineering, Switchvox

2
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 Doctors 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

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Continual Quality Improvement
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The Switchvox Extend APISession 1 Fundamentals
and Components

by David W. Podolsky
Director of Engineering, Switchvox

4
Elevator Pitch

What is the Switchvox Extend API?
What is Switchvox Developer Central?

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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.

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What is Switchvox Developer Central?

What is Switchvox Developer CentralSwitchvox
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.

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Switchvox Extend Goals
Whats the point....

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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

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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 dont even have in the product
for customers
Night Mode
Autodialers
IVR Confirmation System
Ways we havent even thought of how to use a
phone system yet....

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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

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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.sea
rch. When you are moving your call rules, you are
actually calling switchvox.users.callRules.update.

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Connecting with the Core Methods

Access through an easy url https//YOUR.PBX.IP/x
ml
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

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What kind of information can I get / set?

Extensions
switchvox.extensions.getInfo
switchvox.extensions.search
switchvox.extensions.phones.sip.add
switchvox.extensions.getVoicemailInfo
switchvox.extensions.phones.bulk.upload
Call Logs Reports
switchvox.callLogs.search
switchvox.callReports.search
switchvox.callReports.phones.search
switchvox.callReports.callQueues.search
switchvox.callReports.ivrs.search
switchvox.callReports.providers.search
switchvox.callReports.did.search
IVR Global Variables
switchvox.ivr.globalVariables.add
switchvox.ivr.globalVariables.getList
switchvox.ivr.globalVariables.remove
switchvox.ivr.globalVariables.update

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Much More

Advanced Debugging
switchvox.debug.acli.startSession
switchvox.debug.acli.stopSession
switchvox.debug.acli.sessions.getList
switchvox.debug.acli.sessions.getInfo
switchvox.debug.acli.sessions.getLog
switchvox.debug.pri.startSession
switchvox.debug.pri.stopSession
switchvox.debug.pri.sessions.getList
switchvox.debug.pri.sessions.getInfo
switchvox.debug.pri.sessions.getLog
switchvox.debug.sessions.getTypes
switchvox.debug.sessions.getList
switchvox.debug.pcap.startSession
switchvox.debug.pcap.stopSession
switchvox.debug.pcap.sessions.getList
switchvox.debug.pcap.sessions.getInfo
switchvox.debug.pcap.sessions.getLog
Access Control

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Sample Request

I want to get a list of all the IVR extensions on
my system between extensions 800 and 900.

ltrequest method"switchvox.extensions.search"gt
ltparametersgt ltmin_extensiongt800lt/min_exte
nsiongt ltmax_extensiongt900lt/max_extensiongt
ltextension_typesgt
ltextension_typegtivrlt/extension_typegt
lt/extension_typesgt lt/parametersgtlt/requestgt
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Example Response

Returns 2 records. Extension 800 which is our
Example IVR and also 808 which is our Sales IVR.

ltresponse method"switchvox.extensions.search"gt
ltresultgt ltextensions page_number"1"
total_pages"1" items_per_page"50"
total_items"2"gt ltextension
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 202628"
ivr_menu_id"7" ivr_menu_name"Example
IVR" ivr_menu_entry_point"Beginning" /gt
ltextension number"808" status"1"
account_id"1152" can_dial_from_ivr"0"
display"Sales" type"ivr"
type_display"IVR" date_created"2009-0
8-26 085005" ivr_menu_id"8"
ivr_menu_name"Sales" ivr_menu_entry_point"Begin
ning" /gt lt/extensionsgt lt/resultgtlt/responsegt
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Developer Central Test Suite

http//developers.digium.com/switchvox/?pageViewt
estSuite

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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

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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.

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Sample Request / Sample Response

I want to get a list of all the IVR extensions on
my system between extensions 800 and 900.

ltrequest method"switchvox.call"gt
ltparametersgt ltdial_firstgt95554578299lt/dial
_firstgt ltdial_secondgt800lt/dial_secondgt
ltdial_as_account_idgt1107lt/dial_as_account_idgt
lt/parametersgtlt/requestgt
ltresponse method"switchvox.call"gt ltresultgt ltca
ll_info dialed_first"101" dialed_second"104"
gt ltvariablesgtlt/variablesgt lt/call_infogt
lt/resultgtlt/responsegt
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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 doctors
office in our second session.

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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

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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

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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)

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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

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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

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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

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PBX Notification Example

Example
Call Routing Engine based on a web service with a
backend database
http//192.168.0.100/route.cgi?cid_numberCALLER_
ID_NUMBERcid_nameCALLER_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_number85855512
12cid_nameBOBJOHNSON
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
ltcall_infogt lttransfer_extensiongt333lt/transfer_exte
nsiongt lt/call_infogt
Switchvox receives this XML, and transfers the
call to extension 333.

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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.