Reference · built on requestConnectorVoice & contact center

Vonage Contact Center

Interactions, recordings, transcripts, agent presence, and queue statistics from Vonage Contact Center.

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About

Vonage Contact Center is a cloud contact center that routes voice and web chat interactions to agents. Its APIs are grouped by job: Interactions, Interaction Content, Insights Stats, Agent Availability, User Admin, Conversation Analyzer, and Webhooks. Each request carries a bearer token issued by the Authentication API against credentials you create in the VCC Admin Portal.

Through Fibric, an operator watches agent presence changes and interaction events as webhooks arrive, reads queue times and agent status from Insights Stats, and proposes a routed interaction or a skill change for your approval. Each approved change is written once and leaves a receipt.

This is a reference listing. It documents what Fibric would read from Vonage Contact Center and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Interactions, agent activities, agent status, and queue times through the Insights Stats API v3
  • Presence and availability summaries by skill, group, and queue through the Agent Availability API
  • Call recordings, transcripts of calls and web chats, categorizations, sentiment, conversation summaries, and voicemails through the Interaction Content API
  • Agent events such as agent.presencechanged.v1, plus channel and interaction events, through Webhooks API subscriptions
  • Users, skills, groups, schedules, callback numbers, and permissions through the User Admin API
  • Screen recordings, IVR Data Collector audio, attachments, and interaction logs, where the account captures them

Proposed actions

  • Target capability: propose a new inbound interaction through a named route with Create inbound interaction on the Interactions API
  • Target capability: propose releasing an interaction that is already in the system through the Interactions API
  • Target capability: propose a change to a user's skills, groups, or schedules through the User Admin API
  • Target capability: propose a webhook subscription for the events an operator needs, created by an admin user

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Summarize a call before the next one starts

    When an interaction event reports a transcript or conversation summary, the operator reads it through the Interaction Content API and proposes a summary note for the record you choose.

    With Call Summary

  • Rebalance agents during a queue spike

    Queue times from Insights Stats and presence summaries from Agent Availability show where waits grow. The operator proposes a skill or group change through the User Admin API for a supervisor to approve.

    With Intraday Balance

  • Flag a service level breach early

    The operator watches queue times against your target and raises a proposal to add capacity or route interactions differently before the interval closes.

    With Breach Watch

  • Coach from categorized recordings

    Categorizations and sentiment from the Interaction Content API point to calls worth review. The operator proposes coaching notes tied to the recording GUID.

    With Coaching Notes

Requirements

  • A Vonage Contact Center account and admin access to the VCC Admin Portal to create API Credentials
  • Scopes selected on the credential to match the APIs used, for example agents-availability:read, interaction-content:read, and stats
  • An admin user for Webhooks API subscriptions, since only admin users can create and edit them
  • User-level credentials linked to an active user for the Interaction Content API, which enforces that user's permissions
Authentication
A bearer access token from the Authentication API, issued against a client ID and secret created under API Credentials in the VCC Admin Portal with scopes such as stats, users:read, and interactions:write.

Limits

  • The Interaction Content API is only available upon request
  • Insights Stats API v2 was retired on 1 January 2024; only v3 is documented
  • Account-level APIs such as Insights Stats and User Admin do not enforce user-level permissions, so credentials reach the whole account
  • Interaction content is purged on the account's retention schedule; download it before it is purged

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

Which events can Vonage Contact Center push to a webhook?
The Webhooks API offers three event groups. Agent events include agent.presencechanged.v1. Channel events cover alerted, connected, disconnected, held, parked, and message sent. Interaction events cover agent notes, attachments, call recordings, transcripts, categorization, conversation summaries, and sentiment analysis. Only admin users can create and edit subscriptions.
How do I get an access token?
Create API Credentials in the VCC Admin Portal with a name and one or more scopes. The Authentication API returns a bearer access token for the client ID and secret, and every request to a VCC API carries that token.
Does the Insights Stats API respect per-user permissions?
No. It is an account-level API and user-level permissions are not enforced. It returns agent activities, agent status, interactions, queue times, and workforce management data for the whole account. Version 3 is current; version 2 was retired on 1 January 2024.
Ask about Vonage Contact Center

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Vonage Contact Center through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy