VICIdial is a widely used open-source call center solution that offers robust real-time agent monitoring capabilities. Whether you’re a call center manager, supervisor, or system administrator, tracking agent activity in real-time is essential for optimizing performance, ensuring agent productivity, and enhancing customer interactions.
The agent_status API allows administrators and third-party applications to retrieve real-time agent status, providing insights into agent availability, call handling, and login sessions. This API is highly beneficial for workforce management, reporting, and CRM integration.
Why Use the agent_status API?
✅ Monitor agent activity in real-time for improved supervision
✅ Identify agent availability to optimize call routing
✅ Enhance reporting and analytics with real-time agent data
✅ Integrate with third-party dashboards for improved visibility
✅ Ensure compliance by tracking agent logins and call states
In this guide, we will cover:
🔹 What the agent_status API does
🔹 How to configure and authenticate API access
🔹 How to construct and send API requests
🔹 Examples using a browser, cURL, and Postman
🔹 How to interpret API responses and troubleshoot errors
🔹 Best practices for using the agent_status API efficiently
Let’s get started! 🚀
Understanding the agent_status API Function
The agent_status API allows you to retrieve real-time agent status data, including:
✔ Agent login/logout status
✔ Current call status (on call, waiting, paused, etc.)
✔ Campaign and user group assignment
✔ Agent session details (phone extension, IP, etc.)
Common Use Cases for agent_status API
🔹 Live agent tracking for supervisors and managers
🔹 Call center analytics dashboards
🔹 Automated call distribution (ACD) optimizations
🔹 Integration with CRM systems to display agent availability
Step 1: Prerequisites for Using the API
Before using the agent_status API, ensure you have:
✅ VICIdial installed and configured
✅ An API-enabled user account with administrative permissions
✅ A valid agent user ID to track
✅ VICIdial server access credentials
How to Enable API Access in VICIdial
1️⃣ Log in to the VICIdial Admin Panel
2️⃣ Navigate to Admin > Users
3️⃣ Select the user who will access the API
4️⃣ Set API Access to 1 (Enabled)
5️⃣ Set User Level to 8 or higher** (Admin-level access) 6️⃣ Add agent_statusto the **Allowed API Functions** (or set toALL`)
7️⃣ Click Save Changes
Now, your user is authorized to retrieve agent status using the API.
Step 2: Constructing the API Request
The VICIdial API uses HTTP GET requests, meaning you can access it via a browser, cURL, or API tools like Postman.
Base API URL
🔹 Replace your-vicidial-server with your actual VICIdial instance.
Required Parameters for agent_status API
| Parameter | Description | Example |
|---|---|---|
function |
Specifies the API function (agent_status) |
agent_status |
user |
VICIdial API username | admin |
pass |
VICIdial API password | 1234 |
source |
Identifier for tracking API calls | CRM_Monitoring |
agent_user |
The user ID of the agent to monitor | agent001 |
Step 3: Sending the API Request
Method 1: Retrieving Agent Status via a Web Browser
Simply enter the following URL in your browser (replace credentials accordingly):
🔹 Press Enter, and the API response should display the agent status.
Method 2: Retrieving Agent Status via cURL (Command Line)
For developers, cURL is a convenient tool for making API requests. Use the following command:
🔹 This will return the real-time agent status in the terminal.
Method 3: Retrieving Agent Status via Postman
1️⃣ Open Postman
2️⃣ Set the request type to GET
3️⃣ Enter the API URL
4️⃣ Click Send
5️⃣ View the API response in the output panel
Step 4: Understanding API Responses
If the request is successful, VICIdial returns a response containing the real-time agent status:
Breaking Down the Response
| Value | Meaning |
|---|---|
agent001 |
Agent User ID |
John Doe |
Full Name |
ONCALL |
Current Agent Status (ONCALL, WAITING, PAUSED, LOGGED_OUT) |
Campaign1 |
Campaign assigned to the agent |
2024-02-15 10:45:30 |
Last Status Change Timestamp |
192.168.1.50 |
Agent’s IP Address |
8001 |
Phone Extension Used |
Step 5: Handling Errors & Troubleshooting
If something goes wrong, VICIdial will return an error message instead of agent status data.
Common Errors & Fixes
| Error Message | Cause | Solution |
|---|---|---|
ERROR: USER DOES NOT HAVE PERMISSION TO USE THIS FUNCTION |
Insufficient API permissions | Ensure user level is 8+ and API Access is enabled |
ERROR: INVALID USERNAME OR PASSWORD |
Wrong credentials | Verify API username and password |
ERROR: NO FUNCTION SPECIFIED |
Missing function parameter | Ensure function=agent_status is included |
ERROR: AGENT NOT FOUND |
The agent user ID does not exist | Verify that the agent_user exists in VICIdial |
Step 6: Best Practices for Using the agent_status API
✅ Use real-time agent status to improve call routing
✅ Integrate this API with CRM dashboards for live monitoring
✅ Ensure API users have the correct permissions to avoid access issues
✅ Monitor API logs to detect errors and optimize system performance
✅ Limit API calls to avoid excessive server load
Conclusion
The agent_status API function is an essential tool for tracking real-time agent activity in VICIdial. Whether you’re managing live agent performance, integrating call routing logic, or optimizing workforce productivity, this API provides quick and accurate agent status retrieval.
📌 Key Takeaways
✅ The agent_status API retrieves real-time agent status
✅ Requires an API-enabled user with appropriate permissions
✅ API requests can be made via browser, cURL, or Postman
✅ Common errors are permission and input-related and can be fixed in Admin settings
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