CCM Make Call

Initiate an outbound call connecting an agent to a customer.

HTTP Request

POST /v2/accounts/<account_sid>/calls

Request Parameters

Parameter	Required	Description
from	Yes	Agent details — use user_contact_uri or user_id
to	Yes	Customer phone number in E.164 format
virtual_number	Yes	ExoPhone to use for the call
recording	No	Boolean — enable call recording
recording_channels	No	"single" or "dual" channel recording
wait_audio_url	No	Audio URL to play while agent connects
max_time_limit	No	Maximum call duration in seconds
attempt_time_out	No	Ring timeout in seconds
custom_field	No	Application-specific metadata
status_callback	No	Array of webhook event configurations

Status Callback Events

Event	Description
answered	Triggered when the call is answered
terminal	Triggered when the call ends

Response

{
  "call_sid": "unique_call_identifier",
  "call_state": "active",
  "assigned_agent_details": {
    "user_id": "agent_uuid",
    "contact_uri": "+919999999999"
  },
  "customer_details": {
    "number": "+918888888888"
  }
}

info

Only agents who are added as users on Exotel and are in available status can receive calls through this API.