APIs aren’t all that new; they are responsible for the seamless flow of information between different programs. For example, when you copy and paste text from one application into another, it’s the APIs that allow it to happen. A good API makes it easier for programmers to develop a solid program by providing all the building blocks consistent with the operating environment.
When it comes to API integration for business communications systems, CounterPath’s Bria is a powerful tool in a user’s workflow. What if Bria could integrate into your other tools? What if Bria could be automated? Or what if Bria was able to tell your other tools you just had a call with a lead for an hour? The Bria Desktop API allows for this type of easy integration via a developer friendly REST API to build whatever is needed. Check out three of its most powerful functions:
1. Remotely control Bria
The Bria Desktop API's most straightforward usage is to automate or remotely control Bria. The API provides actions to execute on Bria (eg. answer, call, hangup), as well as events your application can listen for (eg. incoming call). These combine to provide a framework to build remote control functionality for Bria. For example, businesses that heavily depend on line-of-business applications may not want employees switching to Bria for phone calls. The Desktop API provides a way to monitor and respond to calls without switching application focus. It also enables building a custom call screener for Bria. The screener application can use the incoming call event to see the caller ID and choose to dismiss or let the call ring without user intervention.
2. Track call activity
Another common use case for the Desktop API is keeping records of call activity. Maintaining a call activity log is vital in such scenarios- lawyers billing against their hours, sales calls or customer support. The Desktop API provides events when calls are made answered, and hung up with the other party’s caller ID. An application can take these events and record them for safekeeping to maintain billable hours or contact records. An application taking this info can act as a bridge for CRM software to record the call interaction. This API is the basis of CounterPath’s Bria for Salesforce solution which helps streamline retail communications.
3. Enable third-party applications
The Desktop API provides a very comprehensive set of controls and events to build your integration with Bria. Not just limited to calling functionality, the API also provides access to instant messaging and presence, local call recording and audio device information. For example, if your application provides information about customers for your employees to phone on its webpage, the Desktop API allows for your employees to place phone calls through their Bria desktop softphone and manage the call. They can mute, record or transfer the call or even send an IM (instant message).
By leveraging the Desktop API, developers can build and customize applications that provide access to or control over Bria’s robust unified communications solutions.