Nextiva API

The common use is a scheduled agent that reads each agent’s state and signs out the agents still signed in after hours, so calls stop ringing them. Agents also report calls waiting per queue and list a user’s calls for call tracking.

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

What It Does

Read the call centers a supervisor runs, the calls waiting in each queue, and each agent’s state and call centers
Sign an agent in or out, set them available or unavailable, or take them out of one call center
Transfer, promote, reorder or release a call waiting in a queue
Read a user’s placed, received and missed calls for a period
Read and control calls in progress, and set a call’s disposition code
Read and change a user’s call settings and voicemail
Change a user’s portal password, always with a technician’s approval

The XSI specification Neo was built from has no endpoint for agents’ sign-in history or call center statistics. Nextiva shows them in the Supervisor Dashboard’s reports in NextOS.

Permission Groups

Group	Covers
Users and Directories	Users’ profiles, registrations and services, and the phone directories (read only)
Call Center Agents	Each agent’s state and call centers, call center settings, agents and supervisors; signing agents in or out, joining or leaving a call center
Call Center Queues	Calls waiting in a queue; transferring, promoting, reordering or releasing them
Call Center Routing Policies	A call center’s night service and forced forwarding
Call Logs	Each user’s placed, received and missed calls (read only)
Live Calls	Calls in progress and call control, dispositions, conferences and Collaborate rooms
Call Monitoring and Recording	Silent monitoring, coaching and barge-in, starting and stopping recordings, and the call recording setting
User Call Settings	Forwarding, do not disturb and the other call settings, the personal phone list, schedules and devices
Voicemail	Voicemail messages, the message waiting light, voicemail and voice portal settings, and faxes
Route Points	Route points of an external call distribution system and their calls
Portal Passwords	Changing a user’s portal password (write only; always asks a technician)

Access Profiles

Profile	What runs on its own	What asks a technician
Read Only	Every read	No write is allowed
Helpdesk	Every read	Signing agents in or out and changing call settings. Queue, call, voicemail and password changes are off
IT Admin	Every read, agents, queues, routing policies, live calls, call settings, voicemail and route points	Monitoring, recording and portal passwords
Full Automation	Every read, and every write except portal password changes	Portal password changes

Safety Controls

Control	Behavior
Writes	Neo sends only the writes Nextiva’s API documents, each with its own method. Every other write is refused
Call logs	Neo never deletes call logs, the record call tracking reads
Sign-in tokens	Neo never creates a sign-in token for a user or a device
Credentials in answers	Neo removes device SIP passwords, mail server passwords, passcodes, PINs and tokens from every answer before the agent reads it
Portal passwords	A portal password change always asks a technician, whatever the profile. Neo never changes the password of the login it uses for Nextiva
Server	Neo sends the login only to a Nextiva server over HTTPS

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