CallSwitch One API

The common uses are a new starter or a leaver on a phone ticket, a change to who a call flow rings or when, and a billing review of a client’s invoices, balance and call costs.

Automatically enabled when you configure CallSwitch One permissions in your agent workflow.

What It Does

Create, change, restore and remove SIP users, and send their mobile and desktop app invites
Build and change call flows (IVRs), hunt groups, queues, time diaries and out of hours
Buy, change, port and release phone numbers, and manage caller IDs and emergency addresses
Read invoices, credit notes, balances, subscriptions, call packs and the cost of calls
Read call history, call and queue statistics, recording links and transcriptions
Manage mailboxes, voicemail, sounds, hold music and faxes
Read provisioned phones, and manage SIP trunks
Manage your client accounts, their addresses, portal logins, documents and web hooks

Permission Groups

Group	Covers
Call History and Statistics	Call history with costs and call legs, the cost of calling a number, call statistics, queue statistics, users’ live status (read only)
Call Recordings and Transcriptions	Recording links, transcriptions with their summary, drafts from a transcription’s action items (read only)
Outbound Calls and SMS Campaigns	Placing outbound calls, SMS campaigns
SIP Users, Departments and Phone Books	SIP users and their settings, app invites, departments, phone books and contacts
Call Flows, Groups and Routing	Call and message flows, hunt groups, queues and queue notices, time diaries, short codes, speed dials, call restrictions, missed call notifications, scheduled call reports
Phone Numbers and Caller IDs	Phone numbers and where they route, number search and purchase, number transfers, emergency and number addresses, caller IDs
Voicemail, Fax and Audio	Mailboxes, menus, voicemail recipients and messages, sounds and playlists, faxes and fax senders
Phones and SIP Trunks	Provisioned phones (read), SIP trunks and their authentication
Billing and Subscriptions	Balances, invoices and credit notes, subscriptions (VoIP bundles), call packs, recording retention, client discounts and commitments, allocating credit, bank accounts and withdrawals (read)
Customers and Account Settings	Your client accounts, their addresses, portal and API logins (add or remove), documents, storefronts, integrations and web hooks

Access Profiles

Profile	What runs on its own	What asks a technician
Read Only	Every read	No write is allowed
Helpdesk	Every read outside the two groups it turns off: Call Recordings and Transcriptions, and Outbound Calls and SMS Campaigns	Every change to users, call routing, numbers, voicemail and phones; no other write is allowed
IT Admin	Every read, and changes to users, call routing, voicemail and phones outside Safety Controls	Changes to numbers, outbound calls and SMS, billing and client accounts, 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 or locking a client account, releasing a phone number, suspending a subscription, removing call restrictions, allowing international calls (for a client or on a trunk), and setting a password, PIN or token 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 CallSwitch One client that company is mapped to. Calls across every client are left to chats and scheduled runs
Never	Neo never adds or changes a bank account, withdraws revenue, changes a portal or API login, applies a sound to every client at once, or reads an invoice PDF
Credentials in answers	Neo removes SIP passwords, PINs, mailbox pass codes, web hook tokens and bank details from every answer before the agent reads it
Updates keep what they leave out	Before an update, Neo reads the record and fills in each field the update leaves out that the read returns, secrets included. A field the read does not return, such as a time diary’s hours, is sent in full. A new user’s SIP password is set by Neo and never shown

Getting started

Core

Triggered & Scheduled Agents

Chat Agents

Integrations

Product

Workflows

Customizing Neo

CallSwitch One API

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