--- title: Omni Toolbar slug: harmony/omni-toolbar docTags: OuVYxKFVbPwY3g9aAvgkQ,TszuH3bpVwDJ3vwm11p6n createdAt: 2025-10-29T06:42:48.217Z --- # Overview The **Omni Toolbar** is Exotel’s unified agent workspace that embeds directly into customer CRMs or internal tools to handle **voice, chat, WhatsApp, and future channels** from a single, consistent interface. From a customer’s point of view, the Omni Toolbar: - Replaces fragmented CTI and channel-specific widgets - Preserves **context across channels** - Reduces agent training and handling time - Acts as the **single control surface** for all interactions If you’ve previously used the **Generic Toolbar Integration**, think of Omni Toolbar as: :::BlockQuote *The same CTI foundation, evolved for omnichannel, scale, and future extensibility.* ::: ## Who Should Use Omni Toolbar The Omni Toolbar is designed for: - Customers embedding Exotel into **CRMs.** - Customers building **custom agent desktops** - Customers migrating from **voice-only CTI** to omnichannel - Enterprises that want **one integration** instead of per-channel integrations If your agents switch tabs, windows, or tools to manage calls, chats, and WhatsApp today — Omni Toolbar is meant for you. ## Core Capabilities - Embeds as a **floating or docked toolbar** inside your application - Manages **agent login, presence, and state** - Handles **inbound and outbound interactions** - Supports **voice, chat, WhatsApp** (channel-aware UI) - Triggers **screen pops** and contextual actions - Maintains **interaction lifecycle events** - Supports **future extensibility** without reintegration ## Setup for CRM Integration (Iframe Model) The Ameyo Omni Web Toolbar is designed to be embedded within an **iframe** on the third-party CRM's web page. 1. **Iframe Container:** The third-party CRM must have a \
element with the ID **ameyoIframeDiv** to contain the toolbar iframe. Sample URL :- https://<**yourECCDomainName**>/omniapp/toolbar/index.html :::hint{type="info" indent="3"} Currently, we support a minimum size equivalent to the iPhone SE dimensions i.e., 375 (width) × 667 (height). ::: 2. **Initialization Script:** The integration requires importing the SDK JavaScript file and initializing the SDK with the **crm context**:JavaScript - Omni Toolbar is embedded into your application UI - It runs independently but communicates via defined events - Your application remains the **source of truth for navigation and data** :::BlockQuote const sdkConfig = \{ context: "crm", origin: "https\://\", instanceId: "ameyoIframe" // The iframeId embedding the CRM }; // After loading SDK module... sdk.initialize(sdkConfig); ::: ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/iX5LKivTN3SR_rOGoAq_R_image.png) ### Event-Driven Interaction Model Omni Toolbar communicates via **events**, not tight coupling. Typical lifecycle: 1. Toolbar initializes 2. Agent logs in 3. Interaction arrives (call/chat/WhatsApp) 4. Toolbar emits interaction event 5. Host app reacts (screen pop, fetch data) 6. Agent completes interaction 7. Toolbar emits wrap-up event This model keeps integrations stable even as channels evolve. ### Screenshots of a sample integration and how events are passed ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/fKxGMUZQJyPAK1NnScazb_image.png) ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/8LKyGCltcNDjHtlaEBOXK_image.png) ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/B2E_jj-JnDaUKntH9-7g8_image.png) ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/n1Rv908jCgQj210fFntk2_image.png) ## Core Integration Usecases & SDK Mapping The following table maps the actions required for standard Generic Toolbar Integration to the **Omni SDK APIs** and **Events**: | **Generic Toolbar Action** | **SDK Interaction Flow** | **Omni SDK API / Event** | **Category** | | ------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- | ------------------------ | ---------------------- | | CRM to Ameyo (e.g., Single Sign-On) | The CRM system initiates a request to authenticate and log in the agent into the Omni Toolbar. | login / forceLogin | Session Management | | CRM to Ameyo (e.g., Click-to-Dial) | The CRM initiates an action (e.g., clicking a phone number) to start a new outbound interaction. | initiateInteraction | Interaction Management | | Ameyo to CRM (e.g., Screen Pop) | The Ameyo platform (on call arrival or connection) sends a real-time notification to the CRM to fetch and display customer details. | showCrm (Event) | CRM & Record Handling | | CRM to Ameyo (e.g., Call Disposition) | The CRM collects wrap-up data and sends it back to the Omni Toolbar to officially end the interaction in the Ameyo system. | disposeInteraction | Interaction Management | ## Initialise SDK | **API Name** | **Params** | **Description** | **Sample Response** | | ------------- | --------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------- | ------------------- | | initialize | config = \{
context: string (“crm” )
origin: string
instanceId: string (default is ameyoIframe)
} | To initialise the SDK | -- | | setBaseUrl | url: string | | -- | | getBaseUrl | no params required | | -- | | onLoadHandler | isLoaded: boolean | To inform the toolbar/UI that the App/CRM is loaded | -- | ## Session and Authentication APIs ### Session SSO in Ameyo requires the user ID to be the same in both Ameyo and the CRM. The CRM calls the login API. | API Name | Params | Description | Sample response | | -------------------- | ------------------------------------------------------------------------- | ---------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | login | username: string
password: string
authPolicy: string (optional) | Login a user | Result Successfully Logged In | | forceLogin | username: string
password: string
authPolicy: string (optional) | ForceLogin a user | Result Successfully Logged In | | getSelectedExtension | no params required | Get extension data while extension selection or while change selection | \{ callContextId: phone: "1234567890" } | | logout | no params required | Logout user | Result Logout successful | | getCurrentUser | no params required | Get current logged in user data | \{ "userId": "executive", "userType": "Executive", "userName": "executive" } | | getSelectedCampaigns | no params required | Get campaign data while campaign selection or while changing campaign | \[ \{ "campaignId": 47, "campaignName": "whatsapp\_chat", "campaignType": "Omni Campaign", "processId": 5 } ] | | getAgentSession | no params required | Get all agent session data | \{ "userId": "executive", "userType": "Executive", "terminalInfo": null, "userName": "executive", "breakStatuses": \[ "Coffee-break", "Dinner-Break", "Lunch-Break" ], "readStatuses": \[ "Available" ], "campaignInfos": \[ \{ "campaignName": "whatsapp\_chat", "campaignId": 47, "campaignType": "Omni Campaign", "dialTimeOut": 30, "blendGroupId": null, "defaultWorking": false, "primaryCampaign": false, "processId": 5, "wrapTimeout": 10, "acwConnected": 30, "acwNotConnected": 30, "isAcwConnectedEnabled": false, "localIVRInfos": \[], "campaignTPVBean": \{ "campaignId": 47, "tpvName": \[], "tpvPhone": \[] }, "acwConnectedEnabled": false } ], "telephonyChannel": null, "knowledgeBaseURL": "https\://www\.ameyo.com/", "pingInterval": 20000, "pingNotificationTimeout": 60000, "sessoinTimeout": 180000, "commandTimeout": 20000, "maxPhoneLengthAllowed": 20, "transferConfiguration": null, "conferConfiguration": null, "maxNumberOfCharactersToDisplayInCampaign": 999, "preContextId": null, "prePhone": null, "maskedPrivileges": \[], "defaultReady": false, "addCustomerToDial": true, "dialPhoneEnable": true, "allowInternalChat": true, "allowLocalIVR": true, "allowSuccessiveCalls": true, "overrideSelfCallBack": true, "shouldHoldBeforeConfer": false, "shouldUnholdBeforeTransfer": false, "holdAllOnConferEnable": false, "shouldAllowTransferToAssignedCampaignsOnly": false, "shouldDisableOnVrDown": true, "allowScreenRecord": false, "autoSelectSingleAssignedCampaign": true, "webUrl": "http\://www\.ameyosuite.com", "campaignMaskedPrivilegeMap": \{ "campaignId\_127": \[], "campaignId\_47": \[], "campaignId\_172": \[] }, "viewPrivileges": null, "loginProperties": \{}, "preferences": \{}, "srsIp": "localhost", "srsPort": "8889", "agentBreakTimeThreshold": "", } | ### Session Events | Event Name | Description | Sample Response | | ----------------------------- | -------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | loginStatus | Gets the data for login status of the user | Login status event received Successfully logged in | | userAvailabilityStatusChanged | Gets the data for change in user availability | User availability status changed: \{ "isAvailable": true, "autoCallStatus": true, "statusDescription": "Available", "autoCallStateChangeCause": "agent\_set\_ready" } | | campaignSelected | Gets the selected campaign details, including campaign id and name | Campaign selected: \[\{ "campaignId": 172, "campaignName": "mohit\_omni\_camp", "campaignType": "Omni Campaign", "processId": 78 }] | | extensionSelected | Gets the selected extension details, including extension id and name | Extension selected: \{ "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-mGaqeOT4CAaxYr1nqW1FaKjcL0gztSuLcfl3ZcCBXM3O2ut6iumdbSoeke0EOosCaaRlWZHdbaGlflgOqKnznhg0RLVX86n0YdVM2mEotM7hp2M1hx7C-6-uce-16" } | ## Interaction and Call Management APIs These APIs cover the telephony operations initiated from the CRM (e.g., Click-to-Dial) or the subsequent call management functions. ### Dialing and Interaction APIs | API Name | Params | Description | Sample response | | ---------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | initiateInteraction | channelType: string (“voice” \| “chat”)
channelDetails: \{
phone: string (optional)
name: string (optional)
appId: string (optional)
\[key: string]: any
}
campaignId: number
customerId: number (optional)
searchables: string\[] (optional)
interactionRelationId?: string (optional)
channelSubType: string (optional)
additionalInfo: any (optional) | Initiates an interaction | \{ "result": "success", "reason": "success" } | | disposeInteraction | channelType: string (“voice” \| “chat”)
interactionId: string
dispositionCodeId: number
notes: string (optional)
additionalParams: \{
callbackTime: string
phone: string
isSelfCallback: boolean
} (optional)
callback time example: "2025-07-06T09:56:40+0530"
(ISO 8601) | Disposes an interaction | Result ok | | disposeAndInitiateNewInteraction
This API is for voice only | interactionId: string
dispositionCodeId: number
phone: string
notes: string (optional) | Disposes and initiates a new interaction | Result ok | | getAllLiveInteractionsForAgent | no params required | Fetches the details of all live interactions of the agent | \[ \{ "data": \{ "id": "f57fe43b-bd7a-4c31-8498-5724ee2507", "title": null, "customer\_id": -1, "last\_assigned\_user\_id": "anshika\_agent", "last\_assigned\_user\_name": "anshika\_agent", "contact\_center\_id": 5, "process\_id": 78, "last\_campaign\_id": 172, "last\_campaign\_name": "mohit\_omni\_camp", "last\_queue\_id": 134, "last\_queue\_name": "dev\_queue", "last\_disposition": null, "interaction\_media\_id": "d764-6879fb2e-vchat-70", "channel\_name": "CHAT", "sub\_channel": "WebChat", "direction": "INCOMING", "date\_added": "2025-07-18T11:13:36.753+00:00", "date\_modified": "2025-07-18T11:13:37.116+00:00", "date\_disposed": null, "interaction\_relation\_id": "f57fe43b-bd7a-4c31-8498-5724ee2507", "status": "OPEN", "reopen\_count": 0, "last\_reopen\_time": null, "first\_assigned\_date": "2025-07-18T11:13:37.085+00:00", "last\_assigned\_date": "2025-07-18T11:13:37.085+00:00", "linked\_objects": \[], "channel\_data": null, "related\_interactions": null, "linked\_connector\_id": 23, "last\_application\_instance\_id": "App-Server-fWG2MYiupg", "additional\_info": \{ "XMPP\_METADATA": \{ "users": \[ \{ "id": "anshika\_agent", "name": "anshika\_agent", "xmppId": "xmpp\_user\_4qlt4tvgcb\@chat-service-7ccd544c55-h4nvc" } ], "customer": \{ "name": "test", "xmppId": "xmpp\_customer\_conference\_j6tncvidns" }, "xmppChatRoomId": "xmpp\_chatroom\_conference\_jpmxwvgq34\@conference.chat-service-7ccd544c55-h4nvc" }, "CHAT\_CUSTOMER\_CRT\_OBJECT\_ID": "d764-6879fb2e-dccf-37" } }, "http\_code": 200, "error\_data": null } ] | | getCurrentInteraction | no params requires | Fetches the details of the interaction that the agent is currently on | \{ "data": \{ "id": "87b41b89-8a79-44dd-a8d1-2ba7882507", "title": null, "customer\_id": 735076692678909, "customer\_name": "anshika", "last\_assigned\_user\_id": "anshika\_agent", "last\_assigned\_user\_name": "anshika\_agent", "contact\_center\_id": 5, "process\_id": 78, "last\_campaign\_id": 172, "last\_campaign\_name": "mohit\_omni\_camp", "last\_queue\_id": 0, "last\_disposition": null, "interaction\_media\_id": "d764-6879fb2e-vcall-105", "channel\_name": "VOICE", "sub\_channel": null, "direction": "OUTGOING", "date\_added": "2025-07-18T11:12:34.898+00:00", "date\_modified": "2025-07-18T11:13:04.457+00:00", "date\_disposed": null, "interaction\_relation\_id": "87b41b89-8a79-44dd-a8d1-2ba7882507", "status": "OPEN", "reopen\_count": 0, "last\_reopen\_time": null, "first\_assigned\_date": "2025-07-18T11:12:34.898+00:00", "last\_assigned\_date": "2025-07-18T11:13:04.457+00:00", "linked\_objects": \[], "channel\_data": null, "related\_interactions": null, "linked\_connector\_id": 23, "last\_application\_instance\_id": "App-Server-fWG2MYiupg", "additional\_info": \{ "VOICE\_CUSTOMER\_CRT\_OBJECT\_ID": "d764-6879fb2e-vce-91" } }, "http\_code": 200, "error\_data": null } | | getIsInteractionOwnedByUser | no params required | Will get the ownership status of the interaction, for example, in case of confer, the call lands on agent A and then agent B is added in conference, if we check ownership status at agent B it will show false. | TRUE | ### Interaction Lifecycle Events These events are crucial for synchronizing the state of a call between the Ameyo toolbar and the external CRM: | interactionInitiated | Gets the data for the interaction, the channel, the user and the customer for which the interaction has been initiated | Integration interactionInitiated event received \{ "interactionId": "cd787e9a-fac0-4f1e-b823-a998532507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5", "channelDetails": \{ "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-20" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": \{ "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } } | | ----------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | callRinging | Fetches information about the call, the user and the customer to whom it was made while the call is in ringing state | callRinging event received \{ "interactionId": "7ea1bd1b-5983-4f23-970a-0d99642507", "campaignId": 172, "queueId": null, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-rrtuxJxpN7ecoIjPtfSj2ubCbmGbWT4PfcAuG03kNDQFXKjfbL7GX0DHRQduSlvEYA7vA4AzPQhlTSSmX8Z6fNw44P8Iwuk5bdjknZL4WXi0cLjIyj8J-78-uce-1234567890\@5", "channelDetails": \{ "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-35" }, "customerCrtObjectId": "d279-6874b064-vce-19", "customerDetails": \{ "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } } | | interactionConnected | Gets the data for the interaction, the channel, the user, and the customer to which the interaction is connected to | interactionConnected event received \{ "interactionId": "c15a278d-66ff-47ed-a0c0-cba5492507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5", "channelDetails": \{ "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-21" }, "customerCrtObjectId": "d279-6874b064-vce-7", "customerDetails": \{ "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } } | | interactionDisconnected | Gets the data for the interaction, the channel, the user, and the customer from which the interaction is disconnected | interactionDisconnected event received \{ "interactionId": "cd787e9a-fac0-4f1e-b823-a998532507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5", "channelDetails": \{ "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-20" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": \{ "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } } | | interactionDisposed | Gets the data for the interaction, the channel, the user, and the customer for which the interaction is disposed along with the disposition details of the interaction | interactionDisposed event received \{ "interactionId": "c15a278d-66ff-47ed-a0c0-cba5492507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5", "channelDetails": \{ "channelType": "VOICE", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-21" }, "dispositionDetails": \{ "dispositionClass": "Closed", "dispositionCode": 588, "callNotes": "" } } | | interactionEnded | Gets the data for the interaction, the channel, the user, and the customer for which the interaction is ended | interactionEnded event received \{ "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5", "channelDetails": \{ "channelType": "voice" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": \{} } | | customerLinkedToInteraction | Gets the data for the interaction and the channel to which the customer is linked to along with the linked customer details | interactionLinked event received \{ "interactionId": "cd787e9a-fac0-4f1e-b823-a998532507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5", "channelDetails": \{ "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-20" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": \{ "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } } | | customerUnlinkedToInteraction | Gets the data for the interaction and the channel from which the customer is unlinked from along with the unlinked customer details | \{ "interactionId": "83937022-6ddd-4194-9395-4bc7c72507", "campaignId": 172, "queueId": null, "userCrtObjectId": "d279-68786f8d-ses-executive-appId-App-Server-pHnEm4nGW4-IpuUJTau5NwCQc4keOWJiogD6JtHDZlfvqD2gi4lwtBk5ApW5T8ULxL8dVwFUi6AZVOB5hxY4ITuO1VT80k9aYcExjpcgpVwOY8w6qpq5VGullWInaS7-940-uce-1234567890\@5", "channelDetails": \{ "channelType": "VOICE", "associationType": "manualdial.association", "callId": "d279-68786f8d-vcall-362" }, "customerCrtObjectId": "d279-68786f8d-vce-329", "customerDetails": \{ "customerId": null, "name": null, "phone": "1234567890" } } | | interactionTransferred | Gets the data for the interaction, the user and the channel for which the interaction has been transferred along with the transfer details | interactionTransferred event received \{ "interactionId": "c15a278d-66ff-47ed-a0c0-cba5492507", "transferType": "transferToUser", "transferContextId": "moh5", "channelType": "VOICE", "channelDetails": \{ "callId": "d279-6874b064-vcall-21", "crtObjectId": "d279-6874b064-ses-moh5-appId-App-Server-WBOSWo8hqn-mbns0GzYPxAjBULswJQoTSNn7likTcaj8qmjqxrzBvwaL2lisgAw70A48bvDjlbDsj4PZNpo40HUAKxF5Zd4wa7keO8V0dcN2STUW1vqMt6wHA5DuXd0-22-uce-moh5cRJkUZ5Z\@6", "memberCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5" }, "campaignId": 172 } | | interactionConferred | Gets the data for the interaction, the user and the channel for which the interaction has been conferred along with the confer details | Interaction conferred \{ "interactionId": "0c431e04-e78d-454b-a0ec-bc2aa72507", "conferedType": "conferToPhone", "status": "initialized", "conferedContextId": "8368941654", "channelType": "VOICE", "channelDetails": \{ "callId": "d279-6874b064-vcall-23", "crtObjectId": "d279-6874b064-vce-11", "memberCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5" }, "campaignId": 172 } | | getIsInteractionOwnedByUser | Automatically checks ownership status for current interaction, ie, interaction on which agent’s screen is | FALSE | ## CRM & Record Handling ### Screen Pop and Customer Information The **Screen Pop** functionality is a core use case, where the CRM displays customer information upon a call's arrival or initiation. | API Name | Params | Description | Sample response | | --------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | setRecordInfoForInteraction | interactionId: string
recordId: string
recordType: string
recordName: string
additionalInfo: any (optional) | Stores the resolved customer details for the current interaction | \{ "data": "\{\\"crtObjectId\\":\\"d279-68786f8d-vce-49\\",\\"info\\":\{\\"recordId\\":\\"1\\",\\"recordName\\":\\"recordName\\",\\"recordType\\":\\"contact\\"},\\"campaignContextId\\":172,\\"actionType\\":\\"Add or Update\\"}" } | | showMultipleRecordsForInteraction | interactionId: string,
recordsInfo: CRMRecordInfo\[]







CRMRecordInfo = \{ recordId: string, recordType: string, recordName: string, additionalInfo: any(optional) } | Displays all identified customers and their associated information on the user interface during a live interaction. | //customer info will be displayed on UI | | showMultipleRecordsForPreview | phone: string,
recordsInfo: CRMRecordInfo\[]







CRMRecordInfo = \{ recordId: string, recordType: string, recordName: string, additionalInfo: any(optional) } | Displays all customers and their associated information when customer details are previewed for a given phone number. | //customer info will be displayed on UI | | sendCurrentCRMRecordOpened | CRMRecordInfo = \{
recordId: string,
recordType: string,
recordName: string,
additionalInfo: any(optional)
} | sends currently opened object information to UI | //displays currently opened object's info on UI | | getAllContacts | connectorId: string,
objectId: string | Fetches all contacts for a connector Id and object Id | \[ \[ \{ "field": "Id", "value": "003dL000000Pun1QAC", "type": "id" }, \{ "field": "FirstName", "value": "Jack", "type": "string" }, \{ "field": "LastName", "value": "Rogers", "type": "string" }, \{ "field": "Phone", "value": "(336) 222-7000", "type": "phone" }, \{ "field": "OtherPhone", "value": null, "type": "phone" } ], \[ \{ "field": "Id", "value": "003dL000000Pun3QAC", "type": "id" }, \{ "field": "FirstName", "value": "Andy", "type": "string" }, \{ "field": "LastName", "value": "Young", "type": "string" }, \{ "field": "Phone", "value": "(785) 241-6200", "type": "phone" }, \{ "field": "OtherPhone", "value": null, "type": "phone" } ] ] | | getAllCases | connectorId: string,
objectId: string | Fetches all cases for a connector Id and object Id | \[ \[ \{ "field": "Id", "value": "500dL000001oNEhQAM", "type": "id" }, \{ "field": "Subject", "value": "Performance inadequate for second consecutive week", "type": "string" }, \{ "field": "Description", "value": null, "type": "textarea" } ], \[ \{ "field": "Id", "value": "500dL000001oNEiQAM", "type": "id" }, \{ "field": "Subject", "value": "Starting generator after electrical failure", "type": "string" }, \{ "field": "Description", "value": null, "type": "textarea" } ] ] | | createCase | objectType: string,
data: any,
connectorId: string | Creates a new case | -- | | updateObject | objectType: string,
data: any,
connectorId: string,
objectId: string | Updates the attached object | -- | | searchCase | connectorId: string,
objectType: string,
search: string,
searchField: string,
limit: number,
offset: number | Searches the case based on fields | \[ \[ \{ "field": "Id", "value": "500dL000001oNEhQAM", "type": "id" }, \{ "field": "Subject", "value": "Performance inadequate for second consecutive week", "type": "string" }, \{ "field": "Description", "value": null, "type": "textarea" } ] ] | | sendDataToCRM | contextData: any | Sends data from the app to CRM | //shows whatever data is sent in the API | | sendDataToApp | contextData: any | Sends data from CRM to app | //shows whatever data is sent in the API | ### CRM events | Event Name | Description | Sample Response | | ------------------------- | ---------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | showCrm | Gets the configured CRM data along with the interaction, user and customer details | showCrm event received \{ "interactionId": "cd787e9a-fac0-4f1e-b823-a998532507", "userId": "executive", "campaignId": 172, "queueId": null, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890\@5", "channelDetails": \{ "channelType": "VOICE", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-20" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": \{ "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } } | | openRecord | Opens the record on the CRM | -- | | onAttachButtonClick | Links current interaction with CRM customer | -- | | onUnAttachButtonClick | Unlinks current interaction with CRM customer | -- | | onCreateButtonClick | To create object on CRM | -- | | getCurrentCRMRecordOpened | Fetches current CRM record | -- | | handlePreview | Searches customer on CRM on preview click | -- | | handleInteractionDisposed | Sends interaction disposition related information to CRM for activity dumping | -- | | receiveDataFromApp | CRM receives data from app | //data sent from app is seen in CRM | | receiveDataFromCRM | App receives data from CRM | //data sent from CRM is shown in App | ### Disposition Code Retrieval The CRM can retrieve the two-level disposition codes (Disposition Class and Disposition Code) from Ameyo to display a custom disposition screen. | **API Name** | **Params** | **Description** | **Sample response** | | --------------------------------------- | ------------------- | ------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | getDispositionCodesWithDispositionClass | campaignId : number | Gets the disposition class and corresponding codes for a given campaignId | \[ \{ "classId": 588, "className": "Status", "dispositionCodeBean": \[ \{ "dispositionCodeId": 1344, "dispositionCodeName": "Open" }, \{ "dispositionCodeId": 1345, "dispositionCodeName": "Closed" }, \{ "dispositionCodeId": 820, "dispositionCodeName": "New" } ] } ] | ### Get Configurations | **API Name** | **Params** | **Description** | **Sample response** | | ----------------------------- | ------------------ | ------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | getOmniCrmObjectConfiguration | no params required | Gets the details of all the objects for the crm | \[ \{ "id": 33, "crm\_connector\_id": 23, "object\_type": "Case", "objects\_metadata": \{ "Case": \{ "is\_visible": true, "field\_metadata": \[ \{ "field\_name": "Id", "label": "Case ID", "crm\_field\_type": "String", "field\_type": "id", "should\_show\_on\_preview": true, "is\_required\_in\_object\_creation": false, "is\_searchable": true, "standard\_field\_name": "", "priority": 1, "should\_hide\_on\_object\_creation": true, "complex\_fields": null, "required\_in\_object\_creation": false, "searchable": true }, \{ "field\_name": "Subject", "label": "Subject", "crm\_field\_type": "String", "field\_type": "string", "should\_show\_on\_preview": true, "is\_required\_in\_object\_creation": true, "is\_searchable": true, "standard\_field\_name": "", "priority": 2, "should\_hide\_on\_object\_creation": false, "complex\_fields": null, "required\_in\_object\_creation": true, "searchable": true }, \{ "field\_name": "Description", "label": "Description", "crm\_field\_type": "String", "field\_type": "textarea", "should\_show\_on\_preview": true, "is\_required\_in\_object\_creation": false, "is\_searchable": false, "standard\_field\_name": "", "priority": 3, "should\_hide\_on\_object\_creation": false, "complex\_fields": null, "required\_in\_object\_creation": false, "searchable": false } ], "visible": true } }, "date\_added": "2024-08-13T10:48:33.862+00:00", "date\_modified": "2024-08-13T10:48:33.862+00:00", "ref": 1, "version": 1 } ] | | getOmniCrmConfiguration | no params required | Fetches the details of the crm configuration | \{ "crm\_connector\_id": 23, "process\_id": 78, "crm\_type": "salesforce", "crm\_domain": "https\://exotel88-dev-ed.develop.my.salesforce.com", "crm\_version": "", "syncing\_enabled": false, "syncing\_mode": "PERIODIC", "record\_syncing\_interval": 3600000, "record\_syncing\_complete": true, "batch\_size": 1000, "max\_number\_of\_distinct\_recordings": 3, "date\_added": "2024-08-13T10:46:39.613+00:00", "date\_modified": "2025-01-15T10:30:53.334+00:00", "ref": 1, "version": 5 } | | getPhoneNumberForSearch | no params required | Fetches the customer phone that is added on the start interaction screen | //will get the phone number entered | | getPrimaryColumnName | no params required | Fetches the primary column name | "id" | ### HTTP Communication | **API Name** | **Params** | **Description** | **Sample Response** | | ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | invokeECCApi | microservice: Microservices url: string method: string (“get” \| “post” \| “put” \| “delete”) queryParams: Record\ (optional) data: Record\ \| FormData (optional) isMultipart: boolean (optional) url is api path here Microservices\{ APPSERVER = 'appserver', CMS = 'cms', CFS = 'cfs', DATA\_ENGINE = 'data-engine', CALLBACK\_SERVER = 'callback-server', CUSTOMER\_MANAGER = 'customer-manager', CHAT\_SERVICE = 'chat-service', INTERACTION\_SERVICE = 'interaction-service', CHAT\_BOSCH\_SERVICE = 'chat-bosch-service' } | This API is used to invoke appserver/cms/cfs/data-engine/callback-server/customer-manager/ chat-service/interaction-service/chat-bosch-service | \{"searchables": \["id","first\_name","phone1"] } //this is a sample response from one Appserver API | | invokeThirdPartyApi | url: string method: string (“get” \| “post” \| “put” \| “delete” \| “patch”) headers: Record\ (optional) queryParams: Record\ (optional) data: Record\ \| FormData (optional) isMultipart: boolean (optional) | This API is used to invoke any third party API | \{ "status": 200, "data": \{ "page": 2, "per\_page": 6, "total": 12, "total\_pages": 2, "data": \[ \{ "id": 7, "email": "michael.lawson\@reqres.in", "first\_name": "Michael", "last\_name": "Lawson", "avatar": "https\://reqres.in/img/faces/7-image.jpg" } ], "support": \{ "url": "https\://contentcaddy.io?utm\_source=reqres\&utm\_medium=json\&utm\_campaign=referral", "text": "Tired of writing endless social media content? Let Content Caddy generate it for you." } }, "statusText": "" | ### UI Methods | **API Name** | **Params** | **Description** | **Sample Response** | | --------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------ | ------------------------------------------------------------------ | | setLoginInfo | username: string
token: string | Populates login info on UI | //data will be visible on login screen UI | | populateChannelDetailsForNewInteraction | channelType: string
channelSubType: string
channelDetails: \{
campaignId: string
appName: string
phone: string
name: string
} | Populates the details to set details to start an interaction | //data will be visible on the start interaction screen on UI | | setExtensionInfo | callcontextId: number
phone: string | Populates the extension info on the select extension and the change extension screen | //data will be visible on the select/change extension screen on UI | | triggerToastNotification | message: string
variant: string ('success' \| 'error' \| 'warning' \| 'info') | Triggers a toast notification for the user | //A toast notification will be visible on user screen | | triggerDesktopNotification | notificationType: string
notificationSubtype: string
subject: string
message: string | Triggers a desktop notification for the user | //A desktop notification will be visible on user screen | **UI Events** | **Event Name** | **Description** | **Sample Response** | | ----------------------- | ----------------------------------------------------------------------------- | --------------------------------------------- | | windowVisibilityChanged | Checks if the current window is visible or not | \{ isWindowVisible: true } | | sendLifecycleEvent | Gets details like app is focused or not, loaded or not, when it is registered | "focused" | | receiveData | Receives data from other apps | //Can see whatever is sent from the other app | **Notification Events** | **Event Name** | **Description** | **Sample Response** | | -------------- | -------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | notification | Triggers all the details regarding a bell notification including notification severity, type and message | Notification \{ "notificationId": "d279-6874b064-notify-2441", "displayMessage": "Call missed!! Customer Name: anshika Contact Number: 01234567890 Missed Call Time: Mon Jul 14 14:01:45 IST 2025", "severity": 2, "type": "application.notification.type", "subType": "notification.missed.call.type", "specificInfo": \{ "contextId": 52, "context": "MISSED\_CALL", "campaignId": 172, "customerId": 735076692678909, "name": "anshika", "contact": "01234567890", "dateAdded": "2025-07-14 14:01:45.899", "phoneInfo": \{ "phone": "01234567890", "displayPhone": "01234567890" }, "additionalParams": \{ "notificationId": "d279-6874b064-notify-2441", "context": "MISSED\_CALL" } }, "consolidationCount": 0, "dateAdded": "2025-07-14T08:31:48.925Z" } | # Internal Communication For custom logic and data synchronization between the embedded toolbar app and the main CRM page: ### Srore Apps Data | **API Name** | **Params** | **Description** | **Sample Response** | | ------------ | ------------------------------ | -------------------------------------------------------------- | ------------------------------------------------------------------------------------------- | | get | key: string | Gets the value of a key from the local storage | Result "qwerty" | | set | key: string
value: string | Sets the key and it’s corresponding value in the local storage | Result successfully set store item //the key can be checked in local storage | | delete | key: string | Deletes a key from the local storage | Result successfully deleted store item //the key will now be removed from the local storage | ### AppInstance | **API Name** | **Params** | **Description** | **Sample Response** | | ------------- | ----------------------------------------- | ------------------------------------------------------------ | -------------------------------- | | getAllInfo | appId: string | Fetches information for all loaded apps | | | getInfo | instanceId: string | Fetches information for app based on instanceId | | | sendDataToApp | instanceId: string,
contextData: any | Sends data from one app to the other app based on instanceId | //shows data sent in contextData | ### Events | **Event Name** | **Description** | **Sample Response** | | -------------- | ----------------------------- | --------------------------------------------- | | receiveData | Receives data from other apps | //Can see whatever is sent from the other app | ### Error Handling The SDK provides explicit error codes to aid in debugging integration issues. | Error Type
| Error Code | Description
| | ---------------------------- | ---------- | ------------------------------------------------------------------------ | | **TIMEOUT** | 1000 | Request took too long and timed out. | | **REQUIRED\_FIELD\_MISSING** | 2001 | A mandatory field (e.g., phone in initiateInteraction) was not provided. | | **HTTP\_ERROR** | 3000 | An HTTP-related issue occurred (e.g., 404, 500). | | **DATA\_NOT\_FOUND** | 4000 | Requested data could not be located or does not exist. | | **INVALID\_ORIGIN** | 1003 | Request came from an unauthorized or untrusted source. |