This guide covers integrating your CRM with the Uniden Voice Over Cloud API to build an outbound dialer application. The system works by triggering calls via API and tracking the call lifecycle through webhooks.
Before you begin, ensure you have:
/dialoutboundCallStart webhookoutboundCallAnswered webhookoutboundCallEnd webhookcallRecordingAvailable and callTranscriptionAvailable webhooks/dialRequired Parameters:
extension - The agent's extension numberdestination - The customer's phone number to dialcrm_id - Your unique identifier for this specific call attemptImportant: The
crm_idis crucial for tracking individual call attempts. This should be unique per call attempt, not per lead/customer. Use this ID to correlate webhook events back to the specific call in your CRM.
Example Request:
POST /dial
{
"extension": "1001",
"destination": "+61412345678",
"crm_id": "call_attempt_abc123"
}
Configure your webhook endpoint to handle these events:
outboundCallStartFired when the agent answers their phone. The call to the customer is now being placed.
outboundCallAnsweredFired when the customer answers the call. The conversation has begun.
outboundCallEndFired when the call ends (by either party). This is your trigger to queue the next call for the agent.
callRecordingAvailableFired when the call recording is ready. Contains the URL to download/access the recording.
callTranscriptionAvailableFired when the call transcription is complete. Contains the transcription data.
Your application needs to handle:
outboundCallEnd before sending the next call to an agentcrm_id to match)