Hello,

I am using MakeCall XML API to call to an extension.
I want to implement a functionality where an Agent can call to an extension.

For ex: My AgentID is 6XXXXX and I want to call an extension with deviceID 6XXXXX:MYSWITCH:XX.XX.XX.XX:0.
Is that possible ?

I tried with below XML message

<?xml version="1.0" encoding="utf-8"?>
<MakeCall
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3">
<callingDevice>6XXXXX:MYSWITCH:XX.XX.XX.XX:0</callingDevice>
<calledDirectoryNumber>6XXXXX:MYSWITCH:XX.XX.XX.XX:0</calledDirectoryNumber>
</MakeCall>

but getting error as shown below

The specified data provided in the userData parameter exceeds the maximum allowable size of 96 bytes. Fpr a DirectAgent or SupervisorAssist request the agent is not a member of the acdGroup or the agent is not currently logged in to the acdGroup .0

Can we use just agent id in callingDevice tag ? or need to use full deviceID format? same for extension?

AgentIDs can be called, but cannot be the originating extension in a makeCall(). Use the station extension the agent is logged in from in your MakeCall request as the calling/originating extension. You can determine the agent/station binding by querying the agent for the extension status. I believe the method is get-agent-state() to accomplish that.