Configuring RingCX Web Service Integrations with Pure CallerID Record Sets

Overview

This guide explains how to connect RingCentral’s RingCX web service integrations to Pure CallerID (Aegis) Record Sets.

The goal is to capture live call events such as dispositions, call completions, and agent activity, directly into your Pure CallerID data environment for advanced routing logic.

A Record Set in Pure CallerID is a flexible data silo that can store any structured or unstructured information. Each record can include identifiers, attributes, timestamps, and metadata for use in Aegis workflows, enrichment, and decisioning.

Step 1: Create a Record Set in Aegis

1. Navigate to Aegis → Record Sets → Create Record Set

2. Complete the configuration fields:

   • Record Set Name: Freeform; used in the API endpoint.

   • TTL (Time to Live): Controls when records expire.

     • Enable or disable.

     • Configure duration and unit (minutes, hours, days, etc.).

   • Strict Phone Validation:

     • If enabled, ensures the phone field contains a valid phone number (used as the record key).

     • If disabled, phone can be any unique value such as an account ID or UII.

   • Attributes: Define data fields to store any call or lead data. No field count limit.

Once created:

• Download the CSV Template for field mapping (useful for manual data management).

• Review the Record Set Management documentation.

Step 2: Understand RingCX Web Service Options

Within RingCX campaigns and queues, six web services are available:

Reference:

• About Web Services in RingCX

• Setting up Webhooks in RingCX

Step 3: Configure Web Services in RingCX

1. Go to Admin → Developer Tools → Voice → Web Services.

2. Create a Web Service Group.

3. Click Add New Web Service and define:

   • URL: The Pure CallerID API endpoint (see example below).

   • Headers: Include your API key and content type.

   • Body: JSON payload mapping RCX variables to Record Set attributes.

4. Save the configuration and assign it to your campaigns or queues.

Example endpoint for Post Call web service:

POST https://aegis.purecallerid.app/api/public/aegis/recordSet/add?name=YOUR_RECORDSET_NAME

Headers:

X-API-KEY: YOUR_API_KEY
Content-Type: application/json

Sample payload:

[
    {
        "phone": "#uii#",
        "attributes": {
            "event": "post_call",
            "accountId": "#account_id#",
            "campaignId": "#campaign_id#",
            "campaignName": "#campaign_name#",
            "queueId": "#queue_id#",
            "queueName": "#queue_name#",
            "skillName": "#skill_name#",
            "listId": "#list_id#",
            "listDesc": "#list_desc#",
            "uii": "#uii#",
            "sessionId": "#sess_session_id#",
            "agentSessionId": "#sess_agent_id#",
            "passUii": "#pass_uii#",
            "leadId": "#lead_id#",
            "externId": "#extern_id#",
            "leadPhone": "#lead_phone#",
            "ani": "#ani#",
            "dnis": "#dnis#",
            "origDnis": "#orig_dnis#",
            "leadState": "#lead_state#",
            "leadTimezone": "#lead_timezone#",
            "address1": "#address1#",
            "address2": "#address2#",
            "city": "#city#",
            "state": "#state#",
            "zip": "#zip#",
            "email": "#email#",
            "firstName": "#first_name#",
            "midName": "#mid_name#",
            "lastName": "#last_name#",
            "agentId": "#agent_id#",
            "agentExternId": "#agent_externid#",
            "agentUsername": "#agent_username#",
            "agentFirstname": "#agent_firstname#",
            "agentLastname": "#agent_lastname#",
            "agentTeam": "#agent_team#",
            "agentNotes": "#agent_notes#",
            "callStart": "#call_start#",
            "callEnd": "#call_end#",
            "callResult": "#call_result#",
            "termParty": "#sess_term_party#",
            "termReason": "#sess_term_reason#",
            "ivrDurationSec": "#ivr_duration#",
            "ivrTermParty": "#ivr_term_party#",
            "ivrTermReason": "#ivr_term_reason#",
            "ringTimeSec": "#ring_time#",
            "queueDurationSec": "#queue_duration#",
            "dialDurationSec": "#sess_dial_duration#",
            "durationSec": "#duration#",
            "wrapTimeSec": "#wrap_time#",
            "dialerType": "#type#",
            "amdResult": "#amd_result#",
            "systemDisposition": "#sess_dial_disposition#",
            "outboundDisposition": "#outbound_disposition#",
            "agentDisposition": "#agent_disposition#",
            "passDisposition": "#pass_disposition#",
            "passNumber": "#pass_number#",
            "finalPass": "#final_pass#",
            "passDts": "#pass_dts#",
            "sessDialDts": "#sess_dial_dts#",
            "auxData1": "#aux_data1#",
            "auxData2": "#aux_data2#",
            "auxData3": "#aux_data3#",
            "auxData4": "#aux_data4#",
            "auxData5": "#aux_data5#",
            "auxPhone": "#aux_phone#",
            "dispositionCode": "#disposition#",
            "dispositionLabel": "#disposition_name#",
            "recordingUrl": "#recording_url#",
            "recordingId": "#recording_id#",
            "recordingDurationSec": "#recording_duration#",
            "transferIndicator": "#transfer_indicator#"
        }
    }
]

Tip: Use the #uii# field as your unique identifier in the phone field to avoid overwriting duplicate records, allowing you to count and decision against all passes and outcomes.

Step 4: Attach Web Services to Campaigns or Queues

Outbound Campaigns

1. Go to Dialing → Campaigns.

2. Select the desired Campaign Group → Campaign.

3. Scroll to General Campaign Settings.

4. Under Campaign Integrations, select your web service(s).

5. Save changes.

Use the Post Disposition and Post Call web services for most outbound scenarios.

Inbound Queues

1. Navigate to Routing → Voice Queues and Skills.

2. Select a Queue Group → Queue.

3. In General Queue Settings, attach the web service(s).

4. Save changes.

Step 5: Verify and Monitor

After configuration:

• Allow live calls or test data to post to your connected Record Set.

• Validate in Aegis that records appear correctly with all mapped attributes.

• Optional: Create separate Record Sets per web service type for clarity and isolation.

Step 6: Advanced Decisioning

Use Record Sets to enforce guardrails and branch logic in real time. Add Decision or JavaScript nodes to:

• Count passes and block retries after a threshold.

• Branch on systemResult / AMD / disposition.

• Parse agent notes for keywords and escalate.

• Cool-off a or phone or account with many phones for a period (TTL) after a bad outcome by account ID or other unique triggers that are not phone specific.

• Fail safe if data is missing or delayed.

Quick Decision node rules to consider 

• Block after N passes in 24h
  Condition: attributes.attemptCount >= 3 and attributes.last24h=true → goTo “DoNotDial”

• AMD human vs machine
  If attributes.amdResult == "HUMAN" → goTo “LiveFlow”
  Else if attributes.amdResult == "MACHINE" → goTo “VMFlow”

• System failure retry backoff
  If attributes.systemResult IN ["BUSY","NO_ANSWER","ABANDON"] and attemptCount < 3 → goTo “RetryLater”

• Hard stop outcomes
  If attributes.dispositionCode IN ["DNC","WRONG_NUMBER","CEASE"] → goTo “BlockAndTag”

• Agent note keyword
  If attributes.agentNotes CONTAINS "lawyer" OR "complaint" → goTo “EscalateCompliance”

Minimal schema tips

• For example, the following are some suggested minimal attributes in the Post-Dispo set to simplify branching:

  • #call_result# → overall system result (Post Call)

  • #amd_result# → AMD classification when enabled

  • #disposition# → disposition code (Post Disposition)

  • #disposition_name# → disposition label (Post Disposition)

  • #agent_notes# → agent-entered notes, if enabled

  • #agent_id# → unique agent ID

  • #campaign_id# → campaign identifier

  • #call_start# → call start timestamp

• Maintain counters:

  • attemptCount — derived in Aegis by counting records for a specific key (e.g., #uii# or #lead_phone#) within a defined time window, such as the last 24 hours.

• Use UII as key when you want per-attempt granularity.

• Use phone as key when you want lead-level throttling.

Safety and idempotency

• Make JavaScript nodes idempotent. Re-runs should not inflate counts.

• Prefer read-then-decide. Write guards with TTL for cool-offs.

• Add a default route for missing or delayed fields.

Appendix: Common Fields from RingCX Webhooks

RingCX provides the following fields out of the box (plus any custom fields):