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Contact Center API

The Contact Center Management (CCM) API enables agents to connect with customers through programmatic voice call management. Build custom agent interfaces and CRM integrations with full control over call flows.

Beta

The Contact Center API is currently in Beta.

Key Features​

  • Outbound Calling — Initiate calls from agents to customers programmatically
  • Call Recording — Record calls with single or dual channel options
  • Status Callbacks — Receive real-time call state updates via webhooks
  • Agent Management — Integrates with the Users API for agent setup
  • Custom Metadata — Attach application-specific data to calls

Base URL​

Data CenterBase URL
Singaporehttps://<api_key>:<api_token>@ccm-api.exotel.com/v2/accounts/<sid>/calls
Mumbaihttps://<api_key>:<api_token>@ccm-api.in.exotel.com/v2/accounts/<sid>/calls

Authentication​

All requests require HTTP Basic Authentication using your API key and token from the Exotel Dashboard.

Prerequisites​

  • Agents must be added as users in Exotel (see Users API)
  • Agents must be in available status to receive calls
  • An ExoPhone must be assigned for the call