Count missed calls and service level in Mango Office

The agent works with the Mango Office cloud PBX API: it reads employees, groups and inbound lines, SIP accounts and forwarding schemes, call statistics and CDR, call recordings with their summaries and the account balance. On that data it counts how many enquiries went unanswered, which hours lose the most calls and what the load looks like on a particular employee extension.

Statistics in Mango are not handed over in a single response: the export takes two steps — the agent first orders the report for the period and receives a key, then polls it until it is ready and only then parses the rows. So the report does not appear instantly, but it arrives whole rather than in pieces. Call recordings are separate files, and summaries and conversation topics are taken from Speech Analytics if you have it enabled.

On the write side the agent orders a callback to the client from an internal number or from a group, sends an SMS, starts recording an active call, ends or transfers a call and adds a contact to the address book. Actions on a live call cannot be undone, so before a transfer or a hang-up the agent names the number and the extension and waits for confirmation. By default it works read-only and builds reports.

Every request is signed: the key and the salt are folded together with the request body into a single hash, so the signature depends on the data itself and fits exactly one call. Swapped around, the key and the salt produce an authorisation failure rather than an empty response, and the agent names that reason. The API counts dates in Moscow time, so the agent converts the period boundaries itself instead of leaving them in your time zone. If there is no data for the period, it says so directly instead of showing an empty table.