PBX Stats API is a powerful tool for real-time PBX management, offering a wide range of functions for monitoring calls, managing agents and devices, and accessing detailed call records. It is designed to streamline call center operations by providing detailed control and insights into the communications process.
The PBX Stats API is designed to interact with a PBX (Private Branch Exchange) system, allowing users to manage and monitor call activities, agents, and devices. Here’s a detailed breakdown of its capabilities:
1. Call Detail Records (CDRs)
The CDRs API enables the retrieval of Call Detail Records, which are detailed logs of both ongoing and completed calls. These records include important data such as:
- Caller and destination numbers
- Call start and end times
- Call direction (incoming, outgoing, internal)
- Agent handling the call
- Call duration and billable time
- Bridged calls (whether the call was successfully connected to an agent)
This data can be filtered based on various criteria like date range, destination, agent, call type, and more, allowing users to analyze call traffic, performance, and outcomes.
2. Ongoing Call Monitoring
The API allows users to view and monitor active (ongoing) calls. You can retrieve details such as:
- Call duration
- Whether the call is bridged or in progress
- The agent handling the call
- Call origin (source) and destination
- Custom fields for additional information relevant to the user’s system.
3. Agent Management
Through the Agent Management API, you can manage agents within the PBX system. Some of the available functions include:
- Adding and editing agents: You can assign extension numbers, update agent details, and associate them with specific desks.
- Pausing and unpausing agents: This allows the system to temporarily stop an agent from handling calls (e.g., during breaks).
- Monitoring agent performance: You can retrieve statistics on agent activity, such as total call times, number of calls handled, and other performance metrics.
- Whisper functionality: Managers can "whisper" to agents during an active call, providing guidance without the customer hearing.
4. Device Management
The API also supports adding and managing devices within the PBX system. This includes:
- Assigning device IDs and types (fixed or temporary/adhoc devices)
- Managing Caller ID and other relevant device settings.
5. Call Control
The Call Control API allows control over active calls. For instance:
- Whisper to active calls: Managers can provide live instructions to agents without the customer knowing.
- Hang up calls: This can be useful for terminating calls remotely.
6. Customizable Responses and Formats
The API offers flexibility in the format of responses, allowing data to be retrieved in JSON or other formats as required by the user’s system. This makes it easier to integrate with various reporting or analytics tools.
7. Security and Access
The API uses API keys for authentication, ensuring that only authorized users can access or manage the system.