# Ozonetel CCaaS Documentation > Documentation for Ozonetel CCaaS ## Guides: Ozonetel CCaaS - [Overview](https://docs.ozonetel.com/docs/overview-1.md) ## Guides: CloudAgent Features - Voice - Outbound Voice - [Dialer Data Management](https://docs.ozonetel.com/docs/dialer-management.md) - [DID Management](https://docs.ozonetel.com/docs/dynamic-did.md) - [Queue Management](https://docs.ozonetel.com/docs/queue-management.md) - [Rules Management](https://docs.ozonetel.com/docs/rules-management.md) - [CRM Integrations](https://docs.ozonetel.com/docs/crm-integrations.md) - Inbound Voice - [Call Routing / IVR](https://docs.ozonetel.com/docs/routing-logic-ivr.md) - [Queue Management](https://docs.ozonetel.com/docs/queue-management-1.md) - [Rules Management](https://docs.ozonetel.com/docs/rules-management-1.md) - Digital - Outbound Digital - [Outbound SMS & WhatsApp](https://docs.ozonetel.com/docs/outbound-sms-whatsapp.md) - Inbound Digital - [Chat Routing / ICR](https://docs.ozonetel.com/docs/chat-routing-icr.md) - [Queue Management](https://docs.ozonetel.com/docs/queue-management-2.md) - [Rules Management](https://docs.ozonetel.com/docs/rules-management-2.md) - [Omnichannel Handling](https://docs.ozonetel.com/docs/omnichannel-handling.md) ## Guides: Video Library - [Video Library](https://docs.ozonetel.com/docs/quick-start-series.md) ## Guides: Quick Start Guide - [Quick Start Guide](https://docs.ozonetel.com/docs/quick-start-guide.md) ## Guides: Ozonetel Integrations - [Integration with Leadsquared](https://docs.ozonetel.com/docs/cloud-agent-integration-with-leadsquared.md): This support article provides a detailed guide on how to integrate CloudAgent with Leadsquared CRM. - [Integration with Zendesk](https://docs.ozonetel.com/docs/cloud-agent-integration-with-zendesk.md): Enable seamless telephony within Zendesk Support with embedded click-to-call, instant screen-pop, and automated ticket logging. - [Integration with Zendesk Sell](https://docs.ozonetel.com/docs/integration-with-zendesk-sale.md): This guide explains how to integrate CloudAgent with Zendesk Sell, enabling seamless calling workflows and automatic call log generation for your team. - [Integration with FreshSales](https://docs.ozonetel.com/docs/cloud-agent-integration-with-freshsales.md): This support article provides a detailed guide on how to seamlessly integrate CloudAgent with FreshSales CRM - [Integration with FreshDesk](https://docs.ozonetel.com/docs/cloud-agent-integration-with-freshdesk.md): This support article provides a detailed guide on how to seamlessly integrate CloudAgent with FreshDesk - [Integration with ZOHO](https://docs.ozonetel.com/docs/cloud-agent-integration-with-zoho.md): This support article provides a detailed guide on how to seamlessly integrate CloudAgent with Zoho CRM - [Integration with Salesforce](https://docs.ozonetel.com/docs/installation-of-cloud-agent-app-from-salesforce-appexchange.md): This support article provides a detailed guide on how to seamlessly integrate CloudAgent with Salesforce CRM. - [Microsoft Dynamic 365](https://docs.ozonetel.com/docs/microsoft-dynamic-365.md) - [Integration with Fresh Chat](https://docs.ozonetel.com/docs/fresh-chat.md) - [Integration with Hubspot](https://docs.ozonetel.com/docs/integration-with-hubspot-1.md) - [Integration with FreshService](https://docs.ozonetel.com/docs/integration-with-freshservice.md) ## Guides: TroubleShooting guides - Inbound Call Related Issues - [Unable to connect to a DID](https://docs.ozonetel.com/docs/unable-to-connect-to-a-did.md) - [Calls are not connecting to DID when forwarded from TFN or moblie](https://docs.ozonetel.com/docs/call-forwarding-from-tfn-or-moblie.md) - [Agent is not receiving any calls(offline or online)](https://docs.ozonetel.com/docs/agent-is-not-receiving-any-callsoffline-or-online.md) - [Calls cannot be placed in Conference](https://docs.ozonetel.com/docs/call-cannot-be-placed-in-conference.md) - [Calls have Jitter](https://docs.ozonetel.com/docs/calls-are-overlapping-or-braking-or-cracking.md) - [Calls are getting disconnected automatically in queue](https://docs.ozonetel.com/docs/calls-are-getting-disconnected-automatically-in-queue.md) ## Guides: Frequently asked questions - General - [What is the limit for Outbound IVR call blast?](https://docs.ozonetel.com/docs/what-is-the-limit-for-outbound-ivr-call-blast.md) - [What is the capacity / load Ozonetel can handle?](https://docs.ozonetel.com/docs/what-load-capacity-can-ozonetel-handle.md) - [What information is required to implement SSO integration with CloudAgent?](https://docs.ozonetel.com/docs/what-information-is-required-to-implement-sso-integration-with-cloudagent.md): This articles focuses on helping customers understand the necessary pre-requisites for the implementation of SSO integration with CloudAgent - Admin Portal - [What is the process to activate DND (Do Not Disturb) calling for a campaign?](https://docs.ozonetel.com/docs/what-is-the-process-to-activate-dnd-do-not-disturb-calling-for-a-campaign.md) - [What are the steps for adding pause breaks for an agent?](https://docs.ozonetel.com/docs/what-is-the-process-for-adding-pause-breaks-for-an-agent.md) - [How can we change the admin password?](https://docs.ozonetel.com/docs/how-can-we-change-the-admin-password.md) - [Is it mandatory to prefix the phone number with 0?](https://docs.ozonetel.com/docs/is-it-mandatory-to-prefix-the-phone-number-with-0.md) - [Can we add the office landline number to the phone numbers?](https://docs.ozonetel.com/docs/can-we-add-the-office-landline-number-to-the-phone-numbers.md) - [What is "Transfer Number" feature, whose number it captures, and its use case?](https://docs.ozonetel.com/docs/what-is-transfer-number-feature-whose-number-it-captures-and-its-use-case.md) - [What types of call prioritisation features does Ozonetel offer?](https://docs.ozonetel.com/docs/what-is-the-use-of-the-campaign-priority-feature.md) - [What is the difference between full & conversation recording and their use-cases.](https://docs.ozonetel.com/docs/what-is-the-difference-between-full-conversation-recording-and-their-use-cases.md) - [What are dispositions and its uses](https://docs.ozonetel.com/docs/what-are-dispositions-and-its-uses.md) - [What is meant by ACW for unanswered calls?](https://docs.ozonetel.com/docs/what-is-meant-by-acw-for-unanswered-calls.md) - [What part of the conversation does call recording include?](https://docs.ozonetel.com/docs/what-part-of-the-conversation-does-call-recording-include.md) ## Guides: Agent Guide - [Overview](https://docs.ozonetel.com/docs/overview-2.md) - [Getting Started](https://docs.ozonetel.com/docs/getting-started.md) - [Understanding Agent Interface](https://docs.ozonetel.com/docs/understanding-agent-interface.md) - [Handling Voice Calls](https://docs.ozonetel.com/docs/handling-voice-calls.md) - [Handling Chat / Digital channels](https://docs.ozonetel.com/docs/handling-chat-digital-channels.md) - [Other Features](https://docs.ozonetel.com/docs/other-features.md) - [Omnichannel Connect](https://docs.ozonetel.com/docs/handling-whatsapp-chat-while-on-call.md) ## Guides: Admin Guide - [Overview](https://docs.ozonetel.com/docs/objective.md) - [Logging in](https://docs.ozonetel.com/docs/logging-in.md) - [Dashboard](https://docs.ozonetel.com/docs/dashboard.md) - [Building a Dashboard](https://docs.ozonetel.com/docs/building-a-dashboard.md) - [Campaigns](https://docs.ozonetel.com/docs/campaigns.md) - [Inbound Campaign](https://docs.ozonetel.com/docs/inbound-campaigns.md) - [Outbound Campaign](https://docs.ozonetel.com/docs/outbound-campaigns.md) - [Advanced Retries](https://docs.ozonetel.com/docs/advanced-retries.md) - [IVR Campaign](https://docs.ozonetel.com/docs/ivr-campaign.md) - [Chat Campaign](https://docs.ozonetel.com/docs/marketing-campaign.md) - [Restore a campaign](https://docs.ozonetel.com/docs/restore-a-campaign.md) - [Outbound campaign functions](https://docs.ozonetel.com/docs/outbound-campaign-functions.md) - [Screen Pop Config](https://docs.ozonetel.com/docs/screen-pop-url.md) - [Callback URL Config](https://docs.ozonetel.com/docs/callback-url-config.md) - [Voice Callback Details](https://docs.ozonetel.com/docs/callback-url-configuration.md) - [Chat Callback Details](https://docs.ozonetel.com/docs/chat-callback-format.md) - [Templates](https://docs.ozonetel.com/docs/templates.md) - People - [User Profile](https://docs.ozonetel.com/docs/user-profile.md) - [Sub-User](https://docs.ozonetel.com/docs/sub-admin.md) - [Agents](https://docs.ozonetel.com/docs/agents.md) - [Groups](https://docs.ozonetel.com/docs/groups.md) - Configurations - [IVR flows](https://docs.ozonetel.com/docs/ivr-flows.md) - [Manage Numbers](https://docs.ozonetel.com/docs/manage-numbers.md) - [Locations](https://docs.ozonetel.com/docs/locations.md) - [Skills](https://docs.ozonetel.com/docs/skills.md) - [Pause Reasons](https://docs.ozonetel.com/docs/pause-reasons.md) - [Dispositions](https://docs.ozonetel.com/docs/dispositions-1.md) - [Mappings](https://docs.ozonetel.com/docs/mappings.md) - [SIP Locations](https://docs.ozonetel.com/docs/sip-locations.md) - [WhatsApp Configuration](https://docs.ozonetel.com/docs/whatsapp-configuration.md): Currently, this feature is accessible only on in-ccaas.ozonetel.com & ccaas.ozonetel.com instances. - [WhatsApp Switch Board in CloudAgent](https://docs.ozonetel.com/docs/whatsapp-switch-board-in-cloudagent.md): Currently, this feature is accessible only on in-ccaas.ozonetel.com & ccaas.ozonetel.com instances. - [Holidays](https://docs.ozonetel.com/docs/holidays.md): Managing Holidays for Outbound Campaigns - [Bulk Update](https://docs.ozonetel.com/docs/bulk-update.md) - Settings - [Admin Settings](https://docs.ozonetel.com/docs/admin-settings.md) - [Agent Settings](https://docs.ozonetel.com/docs/agent-settings.md) - Integrations - [SSO Configuration](https://docs.ozonetel.com/docs/sso-configuration.md) - [Broadcast Messaging](https://docs.ozonetel.com/docs/broadcast.md) - [Logout](https://docs.ozonetel.com/docs/logout-1.md) ## Guides: Live Reports - [Overview](https://docs.ozonetel.com/docs/overview-3.md) - [Glossary](https://docs.ozonetel.com/docs/glossary.md) - [Agent Break Details](https://docs.ozonetel.com/docs/agent-break-details.md) - [Agent Overview](https://docs.ozonetel.com/docs/agent-overview.md) - [Agent Performance Report](https://docs.ozonetel.com/docs/agent-performance-report.md) - [Disposition Summary Report](https://docs.ozonetel.com/docs/disposition-summary-report-1.md) - [Agent Login Report](https://docs.ozonetel.com/docs/agent-login-report.md) - [Audit Log](https://docs.ozonetel.com/docs/audit-log.md) - [Call Details Report](https://docs.ozonetel.com/docs/call-details-report.md) - [Conference Details](https://docs.ozonetel.com/docs/conference-details-report-1.md) - [Customer Hold Details Report](https://docs.ozonetel.com/docs/customer-hold-details-report.md) - [Customer Interaction Details Report](https://docs.ozonetel.com/docs/customer-interaction-details-report.md) - [Customer Interest (Missed Calls)](https://docs.ozonetel.com/docs/customer-interest-missed-calls.md) - [Digital Channels Details](https://docs.ozonetel.com/docs/digital-channels-details.md) - [IVR Feedback Details Report](https://docs.ozonetel.com/docs/ivr-feedback-details-report.md) - [IVR Hangup Details Report](https://docs.ozonetel.com/docs/ivr-hangup-details-report-1.md) - [Missed Call Details Report](https://docs.ozonetel.com/docs/missed-call-details-report.md) - [Predictive Campaign Performance Report](https://docs.ozonetel.com/docs/predictive-campaign-performance-report.md) - [PRI Utilization Report](https://docs.ozonetel.com/docs/pri-utilization-report.md) - [SLA Report](https://docs.ozonetel.com/docs/sla-report-1.md) - [SMS Report](https://docs.ozonetel.com/docs/sms-report.md) - [Skill Report](https://docs.ozonetel.com/docs/skill-report.md) - [Voice mail Report](https://docs.ozonetel.com/docs/voice-mail-report.md) - [Port Utilisation Report](https://docs.ozonetel.com/docs/port-utilisation-report.md) - [Outbound Whatsapp Report](https://docs.ozonetel.com/docs/outbound-whatsapp-report.md) - [How To Generate Reports](https://docs.ozonetel.com/docs/how-to-generate-reports.md) ## Guides: Historic Reports - [Overview](https://docs.ozonetel.com/docs/introduction.md) - [Glossary](https://docs.ozonetel.com/docs/historic-reports.md) - [Home Dashboard](https://docs.ozonetel.com/docs/home-dashboard.md) - [Dashboard](https://docs.ozonetel.com/docs/dashboard-1.md) - [Daily Call Summary Report](https://docs.ozonetel.com/docs/daily-call-summary-report.md) - [Hourly Calls Analysis Report](https://docs.ozonetel.com/docs/hourly-calls-analysis-report.md) - [Inbound Call Analytics Report](https://docs.ozonetel.com/docs/inbound-call-analytics-report.md) - [Offline Phone Overview Report](https://docs.ozonetel.com/docs/offline-phone-overview.md) - [Organization Metrics Report](https://docs.ozonetel.com/docs/organization-metrics-report.md) - [Organization Overview Report](https://docs.ozonetel.com/docs/organization-overview-report.md) - [Performance Dashboard Report](https://docs.ozonetel.com/docs/performance-report.md) - [Queue Overview Report](https://docs.ozonetel.com/docs/queue-overview-report.md) - [SLA Report](https://docs.ozonetel.com/docs/sla-report.md) - [Call Detail Reports](https://docs.ozonetel.com/docs/call-detail-reports.md) - [Call Analytics](https://docs.ozonetel.com/docs/call-analytics.md) - [Audit Log Report](https://docs.ozonetel.com/docs/audit-log-report.md) - [Call Backs Report](https://docs.ozonetel.com/docs/call-backs-report.md) - [Campaign Productivity Report](https://docs.ozonetel.com/docs/campaign-productivity-report.md) - [Conference Details](https://docs.ozonetel.com/docs/conference-details-report.md) - [Customer Hold Report](https://docs.ozonetel.com/docs/customer-hold-reports.md) - [Dialer Count Details Report](https://docs.ozonetel.com/docs/dialer-count-details.md) - [Hourly Call Details Report](https://docs.ozonetel.com/docs/hourly-call-details-report.md) - [Hourly Phone Call Report](https://docs.ozonetel.com/docs/hourly-phone-call-report.md) - [IVR Feedback Report](https://docs.ozonetel.com/docs/ivr-feedback-report.md) - [IVR Hangup Details Report](https://docs.ozonetel.com/docs/ivr-hangup-details-report.md) - [Inbound Call Summary Report](https://docs.ozonetel.com/docs/inbound-call-summary.md) - [Missed Call Report](https://docs.ozonetel.com/docs/missed-call-reports.md) - [Organization Summary Report](https://docs.ozonetel.com/docs/organization-summary-report.md) - [Outbound Call Summary Report](https://docs.ozonetel.com/docs/outbound-call-summary-report.md) - [Phone Productivity Report](https://docs.ozonetel.com/docs/phone-productivity-report.md) - [Port Utilization Report](https://docs.ozonetel.com/docs/port-utilization-report.md) - [Predictive Campaign Performance Report](https://docs.ozonetel.com/docs/predictive-campaign-performance.md) - [Skill Productivity Report](https://docs.ozonetel.com/docs/skill-productivity-report.md) - [Transferred Calls Report](https://docs.ozonetel.com/docs/transferred-calls-report.md) - [Agents Reports](https://docs.ozonetel.com/docs/agents-reports.md) - [Agent Break Details Report](https://docs.ozonetel.com/docs/agent-break-details-report.md) - [Agent Call Summary Report](https://docs.ozonetel.com/docs/agent-call-summary-report.md) - [Agent Disposition Report](https://docs.ozonetel.com/docs/agent-dispositions-report.md) - [Agent Efficiency Report](https://docs.ozonetel.com/docs/agent-efficiency-report.md) - [Agent Login Report](https://docs.ozonetel.com/docs/agent-login-details-report.md) - [Agent Productivity Report](https://docs.ozonetel.com/docs/agent-productivity-report.md) - [Agent State Summary Report](https://docs.ozonetel.com/docs/agent-state-details-report.md) - [Hourly Active Agents Report](https://docs.ozonetel.com/docs/hourly-active-agents-report.md) - [Hourly Agent Call Report](https://docs.ozonetel.com/docs/hourly-agent-call-report.md) - [Hourly Agents Summary Report](https://docs.ozonetel.com/docs/hourly-agent-summary-report.md) - [Performance Analytics Report](https://docs.ozonetel.com/docs/performance-analytics-report.md) - [Digital Reports](https://docs.ozonetel.com/docs/digital-reports.md) - [Digital Channels Details](https://docs.ozonetel.com/docs/digital-channels-details-1.md) - [Chat Disposition Summary Report](https://docs.ozonetel.com/docs/chat-disposition-summary-report.md) - [Digital Detail Report](https://docs.ozonetel.com/docs/digital-detail-report.md) - [Dynamic Reports](https://docs.ozonetel.com/docs/dynamic-reports.md) - [Agent Call Summary Report](https://docs.ozonetel.com/docs/agent-summary-report.md) - [Day Call Summary Report](https://docs.ozonetel.com/docs/day-call-summary-report.md) - [Disposition Call Summary Report](https://docs.ozonetel.com/docs/disposition-summary-report.md) - [Custom Reports](https://docs.ozonetel.com/docs/custom-reports.md) - [Reports List](https://docs.ozonetel.com/docs/reports.md) - [Scheduler Reports](https://docs.ozonetel.com/docs/scheduler.md) - [Threshold](https://docs.ozonetel.com/docs/threshold.md) - [Filters](https://docs.ozonetel.com/docs/filters.md) - [Campaign Filter](https://docs.ozonetel.com/docs/campaign-filter.md) - [Agent Filter](https://docs.ozonetel.com/docs/agent-filter.md) - [Call Type Filter](https://docs.ozonetel.com/docs/call-type-filter.md) - [Campaign Type Filter](https://docs.ozonetel.com/docs/campaign-type-filter.md) - [Skill Filter](https://docs.ozonetel.com/docs/skill-filter.md) - [Location Filter](https://docs.ozonetel.com/docs/location-filter.md) - [Call Event Filter](https://docs.ozonetel.com/docs/call-event-filter.md) - [Status Filter](https://docs.ozonetel.com/docs/status-filter.md) - [Phone Name Filter](https://docs.ozonetel.com/docs/phone-name-filter.md) - [Disposition Filter](https://docs.ozonetel.com/docs/disposition-filter.md) - [Duration Filter](https://docs.ozonetel.com/docs/duration-filter.md) - [Transferred Filter](https://docs.ozonetel.com/docs/transferred-filter.md) - [Mode Type Filter](https://docs.ozonetel.com/docs/mode-type-filter.md) - [How to generate a Report](https://docs.ozonetel.com/docs/how-to-generate-a-report.md) ## Guides: ICR - [ICR Designer: Build Automated Conversational Flows](https://docs.ozonetel.com/docs/nodes-and-its-features.md) ## Guides: Masterclass Series - [Introduction to IVR Designer](https://docs.ozonetel.com/docs/introduction-to-ivr-designer.md) - [Using APIs in IVR Designer](https://docs.ozonetel.com/docs/using-apis-in-ivr-designer.md) - [Introduction to New Dashboards](https://docs.ozonetel.com/docs/introduction-to-new-dashboards.md) - [Bot Designer](https://docs.ozonetel.com/docs/bot-designer.md) - [New UI Adoption](https://docs.ozonetel.com/docs/new-ui-adoption.md) ## Guides: Release Notes - [CloudAgent 2.0](https://docs.ozonetel.com/docs/cloudagent-20.md) - [CloudAgent 2.1](https://docs.ozonetel.com/docs/cloudagent-21.md) - [CloudAgent 2.2](https://docs.ozonetel.com/docs/cloudagent-22.md) - [CloudAgent 2.4](https://docs.ozonetel.com/docs/cloudagent-24.md) - [CloudAgent 2.5](https://docs.ozonetel.com/docs/cloudagent-25.md) - [CloudAgent 3.0](https://docs.ozonetel.com/docs/cloudagent-30.md) ## Guides: Appendix - [Appendix](https://docs.ozonetel.com/docs/appendix.md): This article provides the information on the URLs for domestic and international customers. - [List of Cause Codes for Calls](https://docs.ozonetel.com/docs/list-of-cause-codes-for-calls.md): Cause codes provide granular information about a call status to help you understand what happened with a call. ## Guides: Escalation Matrix - [Customer Support Escalation Matrix](https://docs.ozonetel.com/docs/customer-support-escalation-matrix.md): For real-time updates on active incidents and maintenance, please check on [status.ozonetel.com](https://status.ozonetel.com/) - [India North](https://docs.ozonetel.com/docs/india-north.md) - [India South](https://docs.ozonetel.com/docs/india-south.md) - [India West](https://docs.ozonetel.com/docs/india-west.md) - [International](https://docs.ozonetel.com/docs/international.md) ## Guides: CXi Pulse - [Overview](https://docs.ozonetel.com/docs/overview-4.md) - Configuration - [Configure Snapshots](https://docs.ozonetel.com/docs/screenshots.md) - [Set Up Topics](https://docs.ozonetel.com/docs/topics.md) - [Insights Configuration](https://docs.ozonetel.com/docs/insights.md) - [Dashboard](https://docs.ozonetel.com/docs/dashboard-2.md) - [Reports](https://docs.ozonetel.com/docs/reports-1.md) ## Guides: CXI Audit - [Overview](https://docs.ozonetel.com/docs/overview.md) - [QA Dashboard](https://docs.ozonetel.com/docs/qa-dashboard.md) - [QA Configuration](https://docs.ozonetel.com/docs/qa-configuration.md) - [Parameters](https://docs.ozonetel.com/docs/parameters.md) - [Category](https://docs.ozonetel.com/docs/category.md) - [Templates](https://docs.ozonetel.com/docs/templates-1.md) - [Snapshots](https://docs.ozonetel.com/docs/snapshots.md) - [QA Call Data Report](https://docs.ozonetel.com/docs/qa-call-data-report.md) - [Manual QA Configuration](https://docs.ozonetel.com/docs/manual-qa-configuration.md) ## Guides: CXi Switch - [Product Overview](https://docs.ozonetel.com/docs/product-overview.md) ## Guides: CXi Reach - [Overview](https://docs.ozonetel.com/docs/overview-5.md) - [SMS Campaigns](https://docs.ozonetel.com/docs/sms-campaigns.md) - [WhatsApp Campaigns](https://docs.ozonetel.com/docs/whatsapp-campaigns.md) - [Reports & Insights](https://docs.ozonetel.com/docs/reports-insights.md) ## API Reference: Agent Manage - [Agent Authentication](https://docs.ozonetel.com/reference/post_caservices-agentauthenticationv2-index-php.md) - [Release Agent Phone Number (Basic auth)](https://docs.ozonetel.com/reference/post_ca-apis-releasefwpnumber.md) - [Release Agent Phone Number (Token auth)](https://docs.ozonetel.com/reference/post_ca-apis-releasefwpnumber-1.md) - [Create Agent (Basic Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-createagent.md): Create a new agent in the system. - [Create Agent (Token Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-createagent-1.md): Create a new agent in the system. - [Delete Agent (Basic Authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deleteagent.md): Delete an agent by providing the agent's ID and username. - [Delete Agent (Token Authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deleteagent-1.md): Deletes an agent based on the provided `userName` and `agentId`. - [Edit Agent Details (Basic Authentication)](https://docs.ozonetel.com/reference/put_ca-apis-updateagent.md): Updates the details of an existing agent, such as name, skills, groups, and other attributes. - [Edit Agent Details (Token Authentication)](https://docs.ozonetel.com/reference/put_ca-apis-updateagent-1.md): Updates the details of an existing agent, such as name, skills, groups, and other attributes. - [Agent State Summary (Basic Authentication)](https://docs.ozonetel.com/reference/post_ca-reports-summaryreport-1.md): This API provides a summary report of agent states for given filters. - [Agent State Summary (Token Authentication)](https://docs.ozonetel.com/reference/post_ca-reports-summaryreport-2.md): This API provides a summary report of agent states for given filters. - [Change Agent State (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-changeagentstate.md): Change the state of an agent. - [Average Handling Time (Basic authentication)](https://docs.ozonetel.com/reference/get_ca-apis-aht.md): Returns AHT metrics for a given agent ID or a for a campaign. - [Average Handling Time (Token authentication)](https://docs.ozonetel.com/reference/get_ca-apis-aht-1.md): Returns AHT metrics for a given agent ID or a for a campaign. - [Customer Hold Details (Basic Authentication)](https://docs.ozonetel.com/reference/get_ca-reports-getcustomerholddata.md) - [Customer Hold Details (Token Authentication)](https://docs.ozonetel.com/reference/get_ca-reports-getcustomerholddata-1.md) - [Agent Details (Basic Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-agentdetails.md) - [Agent Details (Token Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-agentdetails-1.md) ## API Reference: Dispositon - [Set Disposition (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-dispositionapiv2-2.md) - [Get Disposition List (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-dispositionapiv2-3.md): Fetches disposition list for the given campaign ID and user account. - [Set Disposition (Token Auth)](https://docs.ozonetel.com/reference/post_ca-apis-dispositionapiv2-4.md) - [Get Disposition List (Token Auth)](https://docs.ozonetel.com/reference/post_ca-apis-dispositionapiv2-5.md): Fetches disposition list for the given campaign ID and user account. ## API Reference: Campaign Data - [Add Campaign Bulk Data (New)](https://docs.ozonetel.com/reference/post_cloudagentrestapi-index-php-addcampaignbulkdatav4-addbulkdata-format-json.md) - [Add Campaign Bulk Data V2](https://docs.ozonetel.com/reference/addcampaigndatabulkv4.md) - [Add Campaign Data (Basic Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-addcampaigndata-2.md) - [Add Campaign Data (Token Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-addcampaigndata-3.md): Adds campaign data, including campaign details and associated metadata. - [Delete Campaign Data (Basic Authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deletecampaigndata.md) - [Delete Campaign Data (Token Authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deletecampaigndata-1.md) - [Delete Campaign Bulk Data (Basic Authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deletebulkdata-1.md) - [Delete Campaign Bulk Data (Token Authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deletebulkdata.md) - [Available Campaigns (Basic authentication)](https://docs.ozonetel.com/reference/get_ca-apis-getavailablecampaigns.md) - [Available Campaigns (Token authentication)](https://docs.ozonetel.com/reference/get_ca-apis-getavailablecampaigns-1.md) - [Set Campaign Status (Basic authentication)](https://docs.ozonetel.com/reference/put_ca-apis-setcampaignstatus.md) - [Set Campaign Status (Token authentication)](https://docs.ozonetel.com/reference/put_ca-apis-setcampaignstatus-1.md) - [Get Campaign Status (Basic Authentication)](https://docs.ozonetel.com/reference/get_ca-apis-campaignstatus-1.md) - [Get Campaign Status (Token authentication)](https://docs.ozonetel.com/reference/get_ca-apis-campaignstatus.md) - [Get Campaigns by Number (Basic Auth)](https://docs.ozonetel.com/reference/post_ca-apis-campaigns-lookup-phonenumber-1.md): Returns the list of campaigns in which the given phone numbers are currently added, and their statuses - [Get Campaigns by Number (Token Auth)](https://docs.ozonetel.com/reference/post_ca-apis-campaigns-lookup-phonenumber.md): Returns the list of campaigns in which the given phone numbers are currently added. - [Update Dynamic DIDs](https://docs.ozonetel.com/reference/post_apiservices-dynamic-did-update.md) ## API Reference: Generate Token - [Generate Token](https://docs.ozonetel.com/reference/post_ca-apis-catoken-generatetoken.md) - [Generate Token for CDR Reports](https://docs.ozonetel.com/reference/post_ca-reports-catoken-generatetoken.md): Generate an authentication token for CDR APIs. ## API Reference: Call Control - [Call Control in Conference (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-callcontrol-v4-1.md) - [Call Control in Conference (Token authentication)](https://docs.ozonetel.com/reference/post_ca-apis-callcontrol-v4.md) - [Call Recording pause/unPause](https://docs.ozonetel.com/reference/get_caservices-call-record-php.md) ## API Reference: Manual Dialer - [Agent Manual Dial (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-agentmanualdial-2.md): API to manually dial a customer number from the agent interface. - [Agent Manual Dial (Token authentication)](https://docs.ozonetel.com/reference/post_ca-apis-agentmanualdial-3.md): API to manually dial a customer number from the agent interface. - [Skill Wise Agent Manual Dial (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-agentmanualdial-4.md) - [Skill Wise Agent Manual Dial (Token authentication)](https://docs.ozonetel.com/reference/post_ca-apis-agentmanualdial.md) - [Phone Manual Dial (Basic Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanualdial.md): Dial a customer number from a registered phone device using manual mode. - [Phone Manual Dial (Token Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanualdial-1.md): Dial a customer number from a registered phone device using manual mode. - [Skill Wise Phone Manual Dial (Basic Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanualdialskillwise.md) - [Skill Wise Phone Manual Dial (Token Authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanualdialskillwise-1.md) ## API Reference: Reports - [Get Abandon Calls (Basic Authentication)](https://docs.ozonetel.com/reference/get_ca-apis-abandoncalls-1.md) - [Get Abandon Calls (Token Auth)](https://docs.ozonetel.com/reference/get_ca-apis-abandoncalls.md) - [Fetch CDR Detailed (Basic authentication)](https://docs.ozonetel.com/reference/get_ca-reports-fetchcdrdetails-1.md) - [Fetch CDR Detailed (Token authentication)](https://docs.ozonetel.com/reference/get_ca-reports-fetchcdrdetails.md) - [Fetch CDR by UCID (Basic authentication)](https://docs.ozonetel.com/reference/get_ca-reports-fetchcdrbyucid.md) - [Fetch CDR by UCID (Token authentication)](https://docs.ozonetel.com/reference/get_ca-reports-fetchcdrbyucid-1.md) - [Fetch CDR By Pagination (Basic authentication)](https://docs.ozonetel.com/reference/get_ca-reports-fetchcdrbypagination-1.md) - [Fetch CDR By Pagination (Token authentication)](https://docs.ozonetel.com/reference/get_ca-reports-fetchcdrbypagination.md) ## API Reference: Manage Phone Number - [Create Phone Number (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanagev2.md) - [Create Phone Number (Token authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanagev2-1.md) - [Edit Phone Number (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanagev2-2.md) - [Edit Phone Number (Token authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanagev2-3.md) - [Delete Phone Number (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanagev2-4.md) - [Delete Phone Number (Token authentication)](https://docs.ozonetel.com/reference/post_ca-apis-phonemanagev2-5.md) - [Get Phone Number Details (Basic Authentication)](https://docs.ozonetel.com/reference/get_ca-apis-phonemanagev2.md) - [Get Phone Number Details (Token authentication)](https://docs.ozonetel.com/reference/get_ca-apis-phonemanagev2-1.md) ## API Reference: Schedule Data - [Scheduled Campaign Data (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-campaignscheduleddata.md) - [Scheduled Campaign Data (Token authentication)](https://docs.ozonetel.com/reference/post_ca-apis-campaignscheduleddata-1.md) - [Delete Schedule Campaign Data (Basic authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deletescheduleddata.md) - [Delete Schedule Campaign Data (Token authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deletescheduleddata-2.md) ## API Reference: WhatsApp Bulk APIs - [Bulk Upload WhatsApp](https://docs.ozonetel.com/reference/post_endpoint-dailer-data-bulk-upload.md) - [Campaign Start CURL Request](https://docs.ozonetel.com/reference/post_endpoint-dailer-data-bulk-startcampaign.md) ## API Reference: BlockGroupV2 - [Get Block Number Group Details (Basic authentication)](https://docs.ozonetel.com/reference/get_ca-apis-getblocknumber.md) - [Get Block Number Group Details (Token authentication)](https://docs.ozonetel.com/reference/get_ca-apis-getblocknumber-2.md) - [Create Block Number Group (Basic authentication)](https://docs.ozonetel.com/reference/post_ca-apis-createblocknumber.md) - [Create Block Number Group (Token authentication)](https://docs.ozonetel.com/reference/post_ca-apis-createblocknumber-1.md) - [Update Block Number Group (Basic authentication)](https://docs.ozonetel.com/reference/put_ca-apis-updateblocknumber.md) - [Update Block Number Group (Token authentication)](https://docs.ozonetel.com/reference/put_ca-apis-updateblocknumber-1.md) - [Delete Block Number(s) from a Group (Basic Authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deleteblocknumber-1.md) - [Delete Block Number(s) from a Group (Token Authentication)](https://docs.ozonetel.com/reference/delete_ca-apis-deleteblocknumber.md) ## API Reference: Real Time Event Subscription API - [Subscribe API](https://docs.ozonetel.com/reference/post_events-subscribe.md) - [Un-Subscribe API](https://docs.ozonetel.com/reference/post_events-un-subscribe.md) - [Get Subscription List API](https://docs.ozonetel.com/reference/get_events-subscriptions-list.md) ## API Reference: Campaign Handling - [Inbound Campaign Create](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-inbound.md) - [Inbound Campaign Update](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-inbound-update.md) - [Inbound Campaign Delete](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-inbound-delete.md) - [Outbound Campaign Create ](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-outbound-2.md) - [Outbound Campaign Update ](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-outbound-3.md) - [Outbound Campaign Delete](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-outbound-delete.md) ## API Reference: Get WA Templates - [Get WA Templates by WABA ID](https://docs.ozonetel.com/reference/get_api-chat-ozonetelmetaapi-message-templates-waba-id-waba-id.md): Fetch WhatsApp message templates by providing the WABA ID. ## API Reference: Ozonetel SMS Bulk API - [Ozonetel SMS Bulk API](https://docs.ozonetel.com/reference/post_ozonetelsms-api-php-action-sendbulksms.md) ## API Reference: Handling Chat Campaign API - [Create Chat Campaign (Basic Authentication)](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-chat.md): Create a new chat campaign with the provided details. - [Create Chat Campaign (Token Authentication)](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-chat-1.md): Create a new chat campaign with the provided details. - [Update Chat Campaign (Basic Authetication)](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-chat-2.md): Updates the parameters of an existing chat campaign. - [Update Chat Campaign (Token Authentication)](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-chat-3.md): Updates the parameters of an existing chat campaign. - [Delete Chat Campaign (Basic Authentication)](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-chat-4.md): This endpoint deletes a specified chat campaign based on its name and type. - [Delete Chat Campaign (Token Authentication)](https://docs.ozonetel.com/reference/post_apiservices-campaigncontrol-chat-5.md): Deletes the specified chat campaign by name and type. ## Changelog - [Jan 2026](https://docs.ozonetel.com/changelog/jan-2026.md) - [Dec 2025](https://docs.ozonetel.com/changelog/dec-2025.md) - [Nov 2025](https://docs.ozonetel.com/changelog/nov-2025.md) - [Oct 2025](https://docs.ozonetel.com/changelog/oct-2025.md) - [Sep 2025](https://docs.ozonetel.com/changelog/sep-2025.md) - [Aug 2025](https://docs.ozonetel.com/changelog/aug-2025.md) - [July 2025](https://docs.ozonetel.com/changelog/july-2025.md) - [June 2025](https://docs.ozonetel.com/changelog/june-2025.md) - [May 2025](https://docs.ozonetel.com/changelog/31st-may-2025.md) - [April 2025](https://docs.ozonetel.com/changelog/12th-april-2025.md)