Call Center

Profile

Create instance

POST /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/

The API is mapped to GroupCallCenterAddInstanceRequest

Additional restrictions

Request JSON Object:

• serviceInstanceProfile (object) – See serviceInstanceProfile from Call Center Instance.

• type (string) – See type from Call Center Instance.

• routingType (string) – See routingType from Call Center Instance.

• policy (string) – See policy from Call Center Instance.

• queueLength (integer) – See queueLength from Call Center Instance.

• enableReporting (boolean) – See enableReporting from Call Center Instance.

• escapeDigit" (string) – See escapeDigit from Call Center Instance.

• allowCallsToAgentsInWrapUp (boolean) – See allowCallsToAgentsInWrapUp from Call Center Instance.

• overrideAgentWrapUpTime (boolean) – See overrideAgentWrapUpTime from Call Center Instance.

• wrapUpSeconds (integer) – See wrapUpSeconds from Call Center Instance.

• forceDeliveryOfCalls (boolean) – See forceDeliveryOfCalls from Call Center Instance.

• forceDeliveryWaitTimeSecondsSeconds (integer) – See forceDeliveryWaitTimeSecondsSeconds from Call Center Instance.

• enableAutomaticStateChangeForAgents (boolean) – See enableAutomaticStateChangeForAgents from Call Center Instance.

• agentStateAfterCall (string) – See agentStateAfterCall from Call Center Instance.

• agentUnavailableCode (string) – See agentUnavailableCode from Call Center Instance.

• externalPreferredAudioCodec (string) – See externalPreferredAudioCodec from Call Center Instance.

• internalPreferredAudioCodec (string) – See internalPreferredAudioCodec from Call Center Instance.

• networkClassOfService (string) – See networkClassOfService from Call Center Instance.

Retrieve instance

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/

The API is mapped to GroupCallCenterGetInstanceRequest

Additional informations

Request JSON Object:

• callCenterInstance (object) – See Call Center Instance.

Retrieve list instances

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/

The API is mapped to GroupCallCenterGetInstanceListRequest

Additional informations

Response JSON Object:

• call_centers (array) – The list of call centers. See Call Center List Item.

Update instance

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/

The API is mapped to GroupCallCenterModifyInstanceRequest

Additional restrictions

Request JSON Object:

• serviceInstanceProfile (object) – See serviceInstanceProfile from Call Center Instance.

• type (string) – See type from Call Center Instance.

• routingType (string) – See routingType from Call Center Instance.

• policy (string) – See policy from Call Center Instance.

• queueLength (integer) – See queueLength from Call Center Instance.

• enableReporting (boolean) – See enableReporting from Call Center Instance.

• escapeDigit" (string) – See escapeDigit from Call Center Instance.

• allowCallsToAgentsInWrapUp (boolean) – See allowCallsToAgentsInWrapUp from Call Center Instance.

• overrideAgentWrapUpTime (boolean) – See overrideAgentWrapUpTime from Call Center Instance.

• wrapUpSeconds (integer) – See wrapUpSeconds from Call Center Instance.

• forceDeliveryOfCalls (boolean) – See forceDeliveryOfCalls from Call Center Instance.

• forceDeliveryWaitTimeSecondsSeconds (integer) – See forceDeliveryWaitTimeSecondsSeconds from Call Center Instance.

• enableAutomaticStateChangeForAgents (boolean) – See enableAutomaticStateChangeForAgents from Call Center Instance.

• agentStateAfterCall (string) – See agentStateAfterCall from Call Center Instance.

• agentUnavailableCode (string) – See agentUnavailableCode from Call Center Instance.

• externalPreferredAudioCodec (string) – See externalPreferredAudioCodec from Call Center Instance.

• internalPreferredAudioCodec (string) – See internalPreferredAudioCodec from Call Center Instance.

• networkClassOfService (string) – See networkClassOfService from Call Center Instance.

Delete instance

DELETE /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/

The API is mapped to GroupCallCenterDeleteInstanceRequest

Available Agent List

Retrieve list instances

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/agents/available/

The API is mapped to GroupCallCenterGetAvailableAgentListRequest

Active Instance List

Retrieve list instances

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/agents/

The API is mapped to GroupCallCenterGetAgentListRequest

Additional informations

Response JSON Object:

• agents (array) – The list of agents. See Agent List Item.

Update list instances

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/agents/

The API is mapped to GroupCallCenterModifyAgentListRequest

Additional restrictions

Request JSON Object:

• agents (array) – The list of agents to modify. See Agent User ID List Item.

• agents – The list of agents to modify. See Skilled Agent List Item.

Active Instance

Update list instances

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/active_instance/

The API is mapped to GroupCallCenterModifyActiveInstanceListRequest

Bounced Call

Retrieve instance

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/bounced_call/

The API is mapped to GroupCallCenterBouncedCallGetRequest

Additional informations

Response JSON Object:

• enableTransfer (boolean) – Only for Premium.

• transferPhoneNumber (string) – Only for Premium.

• bounceCallWhenAgentUnavailable (boolean) – Only for Standard and Premium. WARNING: The following fields should be returned but are not.

• alertCallCenterCallOnHold (boolean) – Only for Standard and Premium.

• alertCallCenterCallOnHoldSeconds (integer) – Only for Standard and Premium.

• bounceCallCenterCallOnHold (boolean) – Only for Standard and Premium.

• bounceCallCenterCallOnHoldSeconds (integer) – Only for Standard and Premium.

Update instance

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/bounced_call/

The API is mapped to GroupCallCenterBouncedCallModifyRequest

Additional restrictions

Request JSON Object:

• numberOfRingsBeforeBouncingCall (integer) – Value in range 1 - 20.

• enableTransfer (boolean) – Only for Premium. Status of transfer.

• transferPhoneNumber (string) – Only for Premium. Phone Number or SIP URI to transfer.

• bounceCallWhenAgentUnavailable (boolean) – Only for Standard and Premium. Status of bounced call when agent unavailable.

• alertCallCenterCallOnHold (boolean) – Only for Standard and Premium. Status of alert call center call on hold.

• alertCallCenterCallOnHoldSeconds (integer) – Only for Standard and Premium. Value in range 30 - 600.

• bounceCallCenterCallOnHold (boolean) – Only for Standard and Premium. Status of bounce call center call on hold.

• bounceCallCenterCallOnHoldSeconds (integer) – Only for Standard and Premium. Value in range 30 - 600.

Instance Statistics Reporting

Retrieve instance

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/instance_statistics_reporting/

The API is mapped to GroupCallCenterGetInstanceStatisticsReportingRequest

Additional informations

Response JSON Object:

• collectionPeriodMinutes (integer) – Value from 30, 60.

• reportingEmailAddress1 (string) – Email string format.

• reportingEmailAddress2 (string) – Email string format.

• statisticsSource (string) – Value from “None”, “Application Server”, “External Reporting Server”.

Update instance

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/instance_statistics_reporting/

The API is mapped to GroupCallCenterModifyInstanceStatisticsReportingRequest

Additional restrictions

Request JSON Object:

• collectionPeriodMinutes (integer) – Value from 30, 60.

• reportingEmailAddress1 (string) – Email string format.

• reportingEmailAddress2 (string) – Email string format.

• statisticsSource (string) – Value from “None”, “Application Server”, “External Reporting Server”.

Overflow

Retrieve instance

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/overflow/

The API is mapped to GroupCallCenterOverflowGetRequest

Additional informations

Response JSON Object:

• action (string) – Value from “Busy”, “Transfer”, “Ringing”.

• transferPhoneNumber (string) – Phone Number or SIP URI.

• timeoutSeconds (integer) – Value in range 0 - 7200.

• audioMessageSelection (string) – Value from “File”, “URL”, “Default”.

• audioFileList (array) – Supported maximum 4 audio files.

Update instance

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/overflow/

The API is mapped to GroupCallCenterOverflowModifyRequest

Additional restrictions

Request JSON Object:

• action (string) – Value from “Busy”, “Transfer”, “Ringing”.

• transferPhoneNumber (string) – Phone Number or SIP URI.

• timeoutSeconds (integer) – Value in range 0 - 7200.

• audioMessageSelection (string) – Value from “File”, “URL”, “Default”.

• audioFileList (array) – Supported maximum 4 audio files.

Announcement

Retrieve instance

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/announcements/

The API is mapped to GroupCallCenterGetAnnouncementRequest

Additional informations

Response JSON Object:

• entranceMessage (object) – See Announcement Config.

• estimatedWaitMessageOptions (object) – See Estimated Wait Message Options.

• timeBetweenComfortMessagesSeconds (integer) – Value in range 10 - 600.

• comfortMessage (object) – See Announcement Config.

• mediaOnHoldForQueuedCalls (object) – See Announcement Config.

• whisperMessage (object) – See Announcement Config.

Update instance

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/announcements/

The API is mapped to GroupCallCenterModifyAnnouncementRequest

Additional restrictions

Response JSON Object:

• entranceMessage (object) – See Announcement Config.

• estimatedWaitMessageOptions (object) – See Estimated Wait Message Options.

• timeBetweenComfortMessagesSeconds (integer) – Value in range 10 - 600.

• comfortMessage (object) – See Announcement Config.

• mediaOnHoldForQueuedCalls (object) – See Announcement Config.

• whisperMessage (object) – See Announcement Config.

Stranded Call

Retrieve instance

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/stranded_call/

The API is mapped to GroupCallCenterStrandedCallGetRequest

Additional informations

Request JSON Object:

• action (string) – Value from “None”, “Busy”, “Transfer”, “Night Service”, “Ringing”, “Announcement”.

• transferPhoneNumber (string) – Phone Number or SIP URI.

• audioMessageSelection (string) – See Announcement Config.

• audioFileList (array) – See Announcement Config.

Update instance

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/stranded_call/

The API is mapped to GroupCallCenterStrandedCallModifyRequest

Additional restrictions

Response JSON Object:

• action (string) – Value from “None”, “Busy”, “Transfer”, “Night Service”, “Ringing”, “Announcement”.

• transferPhoneNumber (string) – Phone Number or SIP URI.

• audioMessageSelection (string) – See Announcement Config.

• audioFileList (array) – See Announcement Config.

Stranded Call Unavailable

Retrieve instance

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/stranded_call/unavailable/

The API is mapped to GroupCallCenterStrandedCallUnavailableGetRequest

Additional informations

Response JSON Object:

• numberOfAgents (integer) – Only for Standard and Premium. Value in range 1 - 1000.

• agentUnavailableCode (string) – Only for Standard and Premium.

• action (string) – Only for Standard and Premium.Value from “None”, “Busy”, “Transfer”, “Night Service”, “Ringing”, “Announcement”.

• transferPhoneNumber (string) – Only for Standard and Premium.Phone Number or SIP URI.

• audioMessageSelection (string) – Only for Standard and Premium.See Announcement Config.

• audioFileList (array) – Only for Standard and Premium.See Announcement Config.

Update instance

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/stranded_call/unavailable/

The API is mapped to GroupCallCenterStrandedCallUnavailableModifyRequest

Additional restrictions

Response JSON Object:

• numberOfAgents (integer) – Only for Premium. Value in range 1 - 1000.

• agentUnavailableCode (string) – Only for Premium.

• action (string) – Only for Premium. Value from “None”, “Busy”, “Transfer”, “Night Service”, “Ringing”, “Announcement”.

• transferPhoneNumber (string) – Only for Premium. Phone Number or SIP URI.

• audioMessageSelection (string) – Only for Premium. See Announcement Config.

• audioFileList (array) – Only for Premium. See Announcements Config.

Available Supervisor List

Retrieve list of available supervisors

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/supervisors/available/

The API is mapped to GroupCallCenterGetAvailableSupervisorListRequest

Additional informations

Only for Standard and Premium Call Centers.

Supervisors List

Retrieve list of supervisors of a Call Center

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/supervisors/

The API is mapped to GroupCallCenterGetSupervisorListRequest

Additional informations

Only for Standard and Premium Call Centers.

Distinctive Ringing

Update distinctive ringing configuration of a call center

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers/(string: call_center_name)/distinctive_ringing/

The API is mapped to GroupCallCenterDistinctiveRingingModifyRequest

Additional informations

Only for Premium Call Centers.

Agent Unavailable codes

Get the list of call center agent unavailable codes

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers_properties/unavailable_codes/

The API is mapped to GroupCallCenterAgentUnavailableCodeGetListRequest

Additional restrictions

Not usable by enterprise groups, only for groups that belong to a service provider.

Create a new call center agent unavailable code

POST /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers_properties/unavailable_codes/

The API is mapped to GroupCallCenterAgentUnavailableCodeAddRequest

Additional restrictions

Not usable by enterprise groups, only for groups that belong to a service provider.

Get a call center agent unavailable code instance

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers_properties/unavailable_codes/(string: instance_name)/

The API is mapped to GroupCallCenterAgentUnavailableCodeGetRequest

Additional restrictions

Not usable by enterprise groups, only for groups that belong to a service provider.

Modify the call center agent unavailable code

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers_properties/unavailable_codes/(string: instance_name)/

The API is mapped to GroupCallCenterAgentUnavailableCodeModifyRequest

Additional restrictions

Not usable by enterprise groups, only for groups that belong to a service provider.

Remove a call center agent unavailable code

DELETE /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers_properties/unavailable_codes/(string: instance_name)/

The API is mapped to GroupCallCenterAgentUnavailableCodeDeleteRequest

Additional restrictions

Not usable by enterprise groups, only for groups that belong to a service provider.

Get group call center agent unavailable codes settings

GET /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers_properties/unavailable_codes_settings/

The API is mapped to GroupCallCenterAgentUnavailableCodeSettingsGetRequest

Additional restrictions

Not usable by enterprise groups, only for groups that belong to a service provider.

Modify group call center agent unavailable codes settings

PUT /api/v1/tenants/(string: tenant_id)/groups/(string: group_id)/services/call_centers_properties/unavailable_codes_settings/

The API is mapped to GroupCallCenterAgentUnavailableCodeSettingsModifyRequest

Additional restrictions

Not usable by enterprise groups, only for groups that belong to a service provider.