RingCX API - Neo Agent

The common uses are a scheduled report of calls, abandons and wait times per queue, a check for agents stuck in a state, and a request agent that adds an agent to a queue or logs one out.

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

RingCX is connected per client: each client’s account is its own connection. The agent calls only the account of the ticket’s client, or of the client a scheduled agent works on, and refuses a client with no connection.

What It Does

Read queue and agent statistics by interval, and each call leg of a period
Read live agent state and queue state, and the calls in progress
Read a call’s history, the agent’s and the AI’s summary of it, and its transcript
Add, change and log out agents; change who answers each queue
Read and change campaigns, leads, the do-not-call list, cloud routes, tracking numbers and phone numbers
Read admin users, their rights and the admin audit log

Permission Groups

Group	Covers
Accounts & Audit Log	The main account and sub-accounts, countries and the admin audit log (read only)
Reports & Statistics	Queue and agent statistics, call leg metadata, real-time state, queue availability, call history, transcripts, summaries and standard reports (read only)
Active Calls	Calls in progress; placing, dispositioning, recording and ending calls, and stopping a media stream
Agents & Agent Groups	Agent groups, agents, skill profiles, queue access and away states, and logging an agent out
Queues & Inbound Routing	Queue groups and queues, who answers them, dispositions, queue events, phone book, requeue shortcuts, schedules, special numbers and skills
Campaigns, Leads & Do Not Call	Dial groups, campaigns, leads and lead loads, caller ID personas and do-not-call lists
Cloud Routing & Tracking Numbers	Cloud route destinations and profiles and tracking numbers with their rules and schedules
Phone Numbers (DNIS)	The account’s numbers and what each is assigned to
Admin Users & Rights	Admin users, roles, rights documents and dashboards
Web Services & Webhooks	Remote HTTP services, the outside credentials they use, and agent state webhooks
Audio Files	The account’s audio prompts by name

Access Profiles

Profile	What runs on its own	What asks a technician
Read Only	Every read	No write is allowed
Helpdesk	Every read	Every change and call. Admin users and web services stay read only
IT Admin	Every read, and changes to agents, queues, calls, campaigns, routes, numbers and audio files	Admin users and web services
Full Automation	Every read and write	Deleting a group of agents, queues, campaigns or routes, do-not-call removals, password resets, bulk number changes, outside web services and webhooks, and the updates that replace a whole list

Safety Controls

Control	Behavior
One account	Each connection reaches one RingCX account. Neo refuses a user who reaches several, and any call that names another account
Writes	Neo sends only the calls in RingCX’s API reference and guide, each with its own method. Every other call is refused
Updates	Before an update of one record that RingCX reads back at the same address, Neo reads it and keeps every field the agent did not change, because RingCX replaces the whole record. An update that replaces a whole list keeps no entry it leaves out, so it always asks a technician
Credentials	Neo hides every password, PIN and key RingCX answers with, refuses a body that sends one back, and never mints, refreshes or revokes a RingCX token for the agent
Containers	Deleting an agent group, queue group, dial group, cloud route group or tracking number group always asks a technician
Do not call	Removing a do-not-call entry or tag always asks; deleting every entry of a tag is refused
Outside addresses	Creating or changing a web service, an agent state webhook or a stored outside credential always asks; starting a live media stream is refused
Bulk actions	A lead action must name its leads; a special number delete must name its number; bulk number changes always ask
Files	Neo does not download recordings or audio files, and does not upload files