Call Harbor API

The common use is a dashboard or a monthly report of each client’s phone use: calls in and out, missed calls, minutes, and how each call queue performed. Agents also check a user’s phone and recent calls on a phone ticket, and make the changes a phone ticket asks for.

Automatically enabled when you configure Call Harbor permissions in your agent workflow, or on a dashboard.

What It Does

Count each client’s calls and minutes for a period: inbound, outbound, missed, on-net and off-net
Read call queue statistics: volume, calls answered and abandoned, service level, average wait and talk time, per queue, per agent and per number dialled
Read call records, call traces, recordings and transcripts with their summaries
Check whether a user’s phone is registered, and read their recent calls and forwarding
Add, change and remove users, devices and phones, phone numbers, answer rules, auto attendants and time frames
Sign call queue agents in and out, and change queues and their agents
Forward and manage voicemail, greetings and hold music
Read SMS conversations and send messages, manage meetings and conference bridges
Read your client domains, sites, emergency (E911) addresses and the audit log

Permission Groups

Group	Covers
Call History and Statistics	Call records and counts per client and user, call queue, agent and number statistics, abandoned calls, agent logs and call traces (read only)
Call Recordings and Transcriptions	Call recordings and transcripts with summaries and sentiment (read only)
Live Calls	Active calls; placing, answering, holding, transferring and hanging up calls
Call Queues and Agents	Call queues and their agents, signing agents in and out, calls waiting in a queue
Users and Contacts	Users (extensions), departments and presence, user and shared contacts, welcome emails, signing a user out of Call Harbor’s apps
Devices and Phones	Users’ devices and their registration, phones (MAC addresses), phone configurations and templates
Phone Numbers and Call Routing	Phone numbers and where they ring, answer rules and forwarding, auto attendants, time frames, dial plans, blocked numbers and SIP trunks
Voicemail, Greetings and Hold Music	Voicemail, greetings, hold music and hold messages, text to speech, voicemail reminders
SMS and Chat	SMS numbers, conversations and messages, SMS blocks
Meetings and Conferences	Meetings, conference bridges and participants, video hosts
Domains, Sites and Emergency Addresses	Your client domains and their limits and billing summary, sites, E911 addresses and domain backups
Platform Administration	Reseller settings, event subscriptions, configurations, routes, certificates, templates, backups and restores, API keys without their secrets, access and audit logs

Access Profiles

Profile	What runs on its own	What asks a technician
Read Only	Every read	No write is allowed
Helpdesk	Every read outside recordings and platform settings	Every change to calls, queues, users, devices, call routing and voicemail; no other write is allowed
IT Admin	Every read, and changes to calls, queues, devices, call routing, voicemail, SMS, meetings and domains outside Safety Controls	User and platform 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	Deleting a client domain or a reseller, restoring a domain from a backup, and setting a password, voicemail PIN, SIP password, conference PIN or meeting passcode 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 domain that company is mapped to. Calls across every client are left to dashboards, chats and scheduled runs
Every domain at once	Neo refuses a write that names every domain or user with `*`, or whose body names another domain than its path
API keys and sign-in	Neo never creates, changes or revokes an API key, and never signs in with a user’s password
Credentials in answers	Neo removes passwords, PINs, passcodes and SIP passwords 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

​What It Does

​Permission Groups

​Access Profiles

​Safety Controls

What It Does

Permission Groups

Access Profiles

Safety Controls