Real Time

> Language. Reply in the user's language: detect what they write — Hebrew→Hebrew, English→English — and mirror it, switching if they switch mid-conversation. This shapes your prose, your questions, and your AskUserQuestion option labels only. It does not change the artifacts you produce — identifiers, JSON keys, BCP-47 language codes, API field names, and other data stay exactly as specified.

Help the developer integrate the Voicenter Real-Time API — a socket.io-based SDK that streams live call events, queue changes, and agent status updates continuously.

When to use this skill

Use this skill when the user wants to:

• Build a live wallboard showing real-time call activity and agent statuses
• React to calls as they happen — ringing, answered, hold, hangup
• Monitor queue depth in real time and alert supervisors when thresholds are exceeded
• Trigger actions when a caller abandons a queue (send callback SMS)
• Confirm an agent's status change propagated (after Login/Logout API call)
• Build a real-time CRM integration that opens/closes screens as calls progress
• Get the monitor server hostname (needed for Mute Recording API)

Use Active Calls API instead when you only need on-demand snapshots without a persistent connection.

Environment Variables

VOICENTER_TOKEN=your_realtime_token_here
# Token type depends on your login method:
# - Token login: use VOICENTER_TOKEN
# - Account login: use VOICENTER_USERNAME + VOICENTER_PASSWORD
# - User login: use VOICENTER_EMAIL + VOICENTER_PASSWORD

SDK

• Browser/Node CDN: https://cdn.voicenter.co/cdn/events-sdk/voicenter-events-sdk.umd.js
• GitHub examples: https://github.com/VoicenterTeam/VoicenterEventsSDK/tree/next/examples/js
• .NET NuGet: VoicenterEventsSDK.NET

Login Types

| Type | Use case | Required credentials | |---|---|---| | token | Server-side — entire account events | token from Voicenter | | account | Server-side — entire account events | username + password | | user | Per-agent — events for one user/extension | email + password from CPanel |

Connection Examples

// Token login (recommended for server-side integrations)
const sdk = new EventsSDK({
  loginType: 'token',
  useLoginApi: true,
  token: process.env.VOICENTER_TOKEN,
});

// Account login
const sdk = new EventsSDK({
  loginType: 'account',
  username: process.env.VOICENTER_USERNAME,
  password: process.env.VOICENTER_PASSWORD,
});

// User login (single agent)
const sdk = new EventsSDK({
  loginType: 'user',
  email: process.env.VOICENTER_EMAIL,
  password: process.env.VOICENTER_PASSWORD,
});

sdk.init();

---

Events Reference

loginSuccess — Connection confirmed

sdk.on('loginSuccess', (response) => {
  // { errorCode: 0, errorDesc: "OK", servertime: 1597930812, servertimeoffset: 180 }
  console.log('Connected to Voicenter Real-Time');
});

loginStatus — Initial queue state on connect

sdk.on('loginStatus', (response) => {
  // { errorCode: 0, Queues: [{ QueueID, QueueName, Calls: [...] }] }
  response.Queues.forEach(q => {
    console.log(`Queue: ${q.QueueName}, waiting: ${q.Calls.length}`);
  });
});

AllExtensionsStatus — Full extension snapshot on connect

sdk.on('AllExtensionsStatus', (response) => {
  response.extensions.forEach(ext => {
    console.log(`${ext.userName} (${ext.extenUser}): status=${ext.representativeStatus}, calls=${ext.calls.length}`);
  });
});

Extension fields: userID, userName, extenUser, number, onlineUserID, representativeStatus (1–13), calls (active calls array), lastCallEventEpoch, lastAnsweredCallEventEpoch.

QueueEvent — Call enters or exits a queue

sdk.on('QueueEvent', (response) => {
  const { reason, data, ivruniqueid } = response;
  // reason: "JOIN" | "EXIT" | "ABANDONED"

  if (reason === 'JOIN') {
    console.log(`New call in queue ${data.QueueName}: ${data.Calls[0]?.CallerID}`);
  }
  if (reason === 'ABANDONED') {
    const callerID = data.Calls[0]?.CallerID ?? '';
    if (callerID) sendSms(callerID, "We missed your call. We'll call you back!");
  }
});

QueueEvent fields: QueueID, QueueName, Calls array of { CallerID, CallerName, IvrUniqueID, JoinTimeStamp }.

ExtensionEvent — Call lifecycle and agent status changes

sdk.on('ExtensionEvent', (response) => {
  const { reason, cause, data } = response;
  // reason: "NEWCALL" | "ANSWER" | "HOLD" | "UNHOLD" | "HANGUP" | "userStatusUpdate"

  const call = data.currentCall;

  switch (reason) {
    case 'NEWCALL':
      console.log(`${data.userName}: new ${call.direction} call from ${call.callerphone}`);
      break;
    case 'ANSWER':
      console.log(`${data.userName}: answered — ivrid: ${call.ivrid}`);
      break;
    case 'HANGUP':
      console.log(`${data.userName}: call ended (${cause}) — ivrid: ${data.ivruniqueid}`);
      break;
    case 'userStatusUpdate':
      console.log(`${data.userName}: status → ${data.representativeStatus}`);
      break;
  }
});

ExtensionEvent reasons

| Reason | Trigger | |---|---| | NEWCALL | Incoming ringing or outgoing dialing | | ANSWER | Call answered | | HOLD | Call placed on hold | | UNHOLD | Call taken off hold | | HANGUP | Call ended | | userStatusUpdate | Agent changed status (Login/Logout/Lunch etc.) |

ExtensionEvent HANGUP cause values

| Cause | Meaning | |---|---| | Normal hangup | Call ended normally | | Answered elsewhere | Call rang on multiple extensions, answered by another | | Call Rejected | Click2Call Leg1 was not answered |

currentCall fields

callStarted, callAnswered, answered (0/1), callerphone, callstatus (Ringing/Dialing/Talking/Hold), direction (Incoming/Outgoing/Click2Call/Spy), ivrid, recording.IsMuted, c2cdirection (1=Leg1, 2=Leg2), did, customdata.

---

Full TypeScript Implementation (Wallboard)

declare const EventsSDK: any;

interface ExtState {
  name: string;
  status: number;
  activeCalls: number;
}

const state = {
  extensions: new Map(),
  queues: new Map(),
};

const sdk = new EventsSDK({
  loginType: 'token',
  useLoginApi: true,
  token: process.env.VOICENTER_TOKEN!,
});

sdk.init().then(() => {
  sdk.on('loginSuccess', () => console.log('Connected to Voicenter Real-Time'));

  sdk.on('AllExtensionsStatus', (res: any) => {
    res.extensions.forEach((ext: any) => {
      state.extensions.set(ext.extenUser, {
        name: ext.userName,
        status: ext.representativeStatus,
        activeCalls: ext.calls.length,
      });
    });
    console.log(`Initialized ${state.extensions.size} extensions`);
  });

  sdk.on('loginStatus', (res: any) => {
    res.Queues.forEach((q: any) => {
      state.queues.set(String(q.QueueID), { name: q.QueueName, waiting: q.Calls.length });
    });
  });

  sdk.on('QueueEvent', (event: any) => {
    const { reason, data } = event;
    state.queues.set(String(data.QueueID), { name: data.QueueName, waiting: data.Calls.length });

    if (reason === 'ABANDONED') {
      const caller = data.Calls[0]?.CallerID;
      if (caller) sendSms(caller, "We missed your call. We'll call you back shortly!");
    }
  });

  sdk.on('ExtensionEvent', (event: any) => {
    const { reason, data } = event;
    const ext = state.extensions.get(data.extenUser);
    if (ext) {
      ext.status = data.representativeStatus;
      ext.activeCalls = data.calls?.length ?? 0;
    }

    if (reason === 'HANGUP' && data.currentCall?.direction === 'Incoming') {
      notifyCRM('call_ended', { ivrid: data.ivruniqueid, ext: data.extenUser });
    }
  });
});

---

Agent Status Codes (representativeStatus)

| Code | Status | |---|---| | 1 | Login | | 2 | Logout | | 3 | Lunch | | 5 | Administrative | | 7 | Private | | 9 | Other | | 11 | Training | | 12 | Team meeting | | 13 | Brief |

Tips

• Initialize state with AllExtensionsStatus + loginStatus on connect, then apply incremental ExtensionEvent and QueueEvent updates.
• QueueEvent reason: ABANDONED and CDR Notification status: ABANDONE both fire for the same event — deduplicate by ivruniqueid.
• c2cdirection: 1 = Leg1 (agent connection), c2cdirection: 2 = Leg2 (customer connection).
• On userStatusUpdate, data.calls will be empty — only representativeStatus has changed.
• The Real-Time API connection URL contains your monitor server hostname — the same server required for the Mute Recording API.

Related Skills

• Active Calls — For on-demand snapshots without a persistent connection
• Mute Recording — Uses the monitor server hostname from this SDK's connection URL
• Login/Logout — Use userStatusUpdate events to confirm status changes set via the API
• CDR Notification — Complements Real-Time: CDR fires after call ends with full details

Source & license

This open-source skill is cataloged on AgentStack and links to its original source — we do not rehost the code.

• Author: VoicenterTeam
• Source: VoicenterTeam/claude-marketplace
• License: MIT

Install and usage instructions live in the source repository linked above.