bVOIP API

The common use is a voicemail notification: a scheduled agent tells the right people about each new voicemail on a client’s phone system. Agents also check a user’s extension, phones and the phone system’s health on a phone ticket, and make the changes a phone ticket asks for.

Automatically enabled when you configure bVOIP permissions in your agent workflow.

What It Does

List each client’s new voicemails with the mailbox, caller and time, and send one notification for each
Read a phone system’s status, version, licences, services, event log and application log
Read 1Stream call history, call counts and queue logins, and run the phone system’s own reports
Check a user’s extension, phones and forwarding profile
Add, change and remove extensions, call queues, ring groups, phone numbers, rules, IVRs, departments and trunks
Log agents in and out of queues, end a stuck call, place a call for an extension
Fire a 1Stream on-call rule that announces an alert to the people it names
Restart services or reboot a phone system, and change parameters, notification settings and the IP allow list

Permission Groups

Group	Covers
Phone Systems, Services and Reboots	Your clients’ phone systems with their status, versions, licences and high-availability pairs, services, event log and application log; restarting services and rebooting
Call History and Reports	1Stream call history, call counts and queue login history, users’ CRM mappings, and the phone system’s own reports (read only)
Voicemail and Recordings	Voicemail messages with their mailbox, caller and time, and the list of call recordings (read only)
Live Calls and On-Call Alerts	Calls in progress, ending and placing calls, and firing a 1Stream on-call rule
Call Queues, Ring Groups and Agents	Call queues and ring groups with their members and settings, bulk imports, logging agents in and out
Extensions, Devices and Microsoft 365 Sync	Extensions with their settings, voicemail options and forwarding profiles, devices, the phonebook, phone models and Microsoft 365 user sync
Phone Numbers and Call Routing	Phone numbers and where they ring, inbound, outbound and emergency rules, caller ID rules, IVRs, departments, blocked numbers, call flow apps and SIP trunks
Prompts, Hold Music and Playlists	Hold music, audio prompts and playlists
Phone System Settings and IP Allow List	Parameters, system notification settings and the IP allow and block list
Control Portal Users and Roles	bVOIP Control Portal users and roles and the phone systems each role reaches

Access Profiles

Profile	What runs on its own	What asks a technician
Read Only	Every read	No write is allowed
Helpdesk	Every read outside control-portal users and roles	Every change to calls, queues, extensions, call routing and hold music; no other write is allowed
IT Admin	Every read, and changes to phone systems, calls, queues, extensions, call routing and hold music outside Safety Controls	Settings and IP allow list changes, and the changes in Safety Controls
Full Automation	Every read and write outside Safety Controls	The changes in Safety Controls

Safety Controls

Control	Behavior
Always asks	A change to a control-portal user or role, a call flow app’s script or a phone system parameter, and setting a password, voicemail PIN or SIP trunk password always ask a technician, whatever the profile
Each ticket stays with its client	On a ticket that names a company, Neo sends a call only for the phone system that company is mapped to. Calls across every client are left to chats and scheduled agents
A client’s own key	A key saved for one client on the bVOIP card reaches only the phone system that client is mapped to
Audio files	Neo does not download or upload audio (voicemail, recordings, playlist files): the agent reads each record’s details and points to the bVOIP Control Portal to play it
Database queries	Neo runs the phone system’s own reports, and does not send a query the agent writes over its raw tables
Credentials in answers	Neo removes passwords, PINs and tokens from every answer before the agent reads it

Getting started

Core

Triggered & Scheduled Agents

Chat Agents

Integrations

Product

Workflows

Customizing Neo

What It Does

Permission Groups

Access Profiles

Safety Controls