Call center¶

Tenant call center unavailable codes¶

Get the list of tenant call center agent unavailable codes¶

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

List all the Unavailable Codes.

Authorization rights: minimum Group Admin.

Example request:

GET /api/v1/tenants/footenant/services/call_centers_properties/unavailable_codes/ HTTP/1.1
Host: example.com

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{
   "codes": [
      {
         "active": true,
         "code": "1",
         "description": "Description 1"
      }
   ]
}

Response JSON Object:

codes (array) – a list of call center agent unavailable codes objects as defined as Group call center unavailable code attributes.

Status Codes:

200 OK – no error
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”

Create a new call center agent unavailable code¶

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

Create a new call center agent unavailable code.

Authorization rights: minimum Tenant Admin.

Example request:

POST /api/v1/tenants/footenant/services/call_centers_properties/unavailable_codes/ HTTP/1.1
Host: example.com
Content-Type: "application/json"

{
      "code": "1",
      "active": true,
      "description": "Description 1"
}

Request JSON Object:

code (string) – The name of the code. See Group call center unavailable code attributes.
active (boolean) – Specify if the code is active or not. See Group call center unavailable code attributes.
description (string) – The description of the code. See Group call center unavailable code attributes.

Example response:

HTTP/1.1 201 CREATED
Content-Type: "application/json"

{}

Status Codes:

201 Created – no error.
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 11: ALREADY_EXISTS, “Unavailable code name already exists.”
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”

Get a call center agent unavailable code instance¶

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

Get a call center agent unavailable code instance.

Authorization rights: minimum Group Admin.

Example request:

GET /api/v1/tenants/footenant/services/call_centers_properties/unavailable_codes/fooCode/ HTTP/1.1
Host: example.com

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{
      "active": true,
      "description": "Description 1"
}

Response JSON Object:

active (boolean) – Specify if the code is active or not. See Group call center unavailable code attributes.
description (string) – The description of the code. See Group call center unavailable code attributes.

Status Codes:

200 OK – no error
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”
404 Not Found – code not found

Modify the call center agent unavailable code¶

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

Modify the call center agent unavailable code.

Authorization rights: minimum Tenant Admin.

Example request:

PUT /api/v1/tenants/footenant/services/call_centers_properties/unavailable_codes/fooCode/ HTTP/1.1
Host: example.com
Content-Type: "application/json"

{
      "active": true,
      "description": "Description 1"
}

Request JSON Object:

active (boolean) – Specify if the code is active or not. See Group call center unavailable code attributes.
description (string) – The description of the code. See Group call center unavailable code attributes.

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{}

Status Codes:

200 OK – no error
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”
404 Not Found – code not found

Remove a call center agent unavailable code¶

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

Remove a call center agent unavailable code.

Authorization rights: minimum Tenant Admin.

Example request:

DELETE /api/v1/tenants/footenant/services/call_centers_properties/unavailable_codes/fooCode/ HTTP/1.1
Host: example.com

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{}

Status Codes:

200 OK – no error.
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”

Get call center agent unavailable codes settings¶

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

Get call center agent unavailable codes settings.

Authorization rights: minimum Group Admin.

Example request:

GET /api/v1/tenants/footenant/services/call_centers_properties/unavailable_codes_settings/ HTTP/1.1
Host: example.com

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{
   "enableCodes": true,
   "defaultCodeOnDND": "1",
   "defaultCodeOnPersonalCalls": "1",
   "defaultCodeOnConsecutiveBounces": "1",
   "defaultCodeOnNotReachable": "1",
   "forceUseOfCodes": true,
   "defaultCode": "1",
}

Response JSON Object:

enableCodes (boolean) – Specify if the unavailable codes are enabled or not.
defaultCodeOnDND (string) – The default code on do not disturb.
defaultCodeOnPersonalCalls (string) – The default code on personal calls.
defaultCodeOnConsecutiveBounces (string) – The default code on consecutive bounces.
defaultCodeOnNotReachable (string) – The default code on not reachable.
forceUseOfCodes (boolean) – Force the use of the unavailable code set in ‘defaultCode’.
defaultCode (string) – The default code on not reachable.
codes (array) – A list of codes to activate or deactivate. See Group call center unavailable code in settings list attributes.

Status Codes:

200 OK – no error
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”

Modify the call center agent unavailable codes settings¶

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

Modify the call center agent unavailable codes settings.

Authorization rights: minimum Tenant Admin.

Example request:

PUT /api/v1/tenants/footenant/services/call_centers_properties/unavailable_codes_settings/ HTTP/1.1
Host: example.com
Content-Type: "application/json"

{
   "enableCodes": true,
   "defaultCodeOnDND": "1",
   "defaultCodeOnPersonalCalls": "1",
   "defaultCodeOnConsecutiveBounces": "1",
   "defaultCodeOnNotReachable": "1",
   "forceUseOfCodes": true,
   "defaultCode": "1",
   "codes": [
      {
          "code": "1",
          "active": false
      }
   ]
}

Request JSON Object:

enableCodes (boolean) – Specify if the unavailable codes are enabled or not.
defaultCodeOnDND (string) – The default code on do not disturb.
defaultCodeOnPersonalCalls (string) – The default code on personal calls.
defaultCodeOnConsecutiveBounces (string) – The default code on consecutive bounces.
defaultCodeOnNotReachable (string) – The default code on not reachable.
forceUseOfCodes (boolean) – Force the use of the unavailable code set in ‘defaultCode’.
defaultCode (string) – The default code used when ‘forceUseOfCodes’ is enabled.
codes (array) – A list of codes to activate or deactivate. See Group call center unavailable code in settings list attributes.

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{}

Status Codes:

200 OK – no error
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 9: MISSING_CONDITIONAL_PARAMETERS, “No default code is already set, to enable forceUseOfCodes it is mandatory to set a valid defaultCode.”
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”

Tenant call disposition codes¶

Disposition codes are additional attributes that can be applied to inbound and outbound calls to tag calls with comments, results, and so on.

More than one disposition code can be assigned to a call.

Disposition codes can be defined at the Enterprise level and they are available to all route points and Premium call centers in the Tenant.

Get the list of a group call disposition codes¶

GET /api/v1/tenants/(string: tenant_id)/services/call_centers_properties/disposition_codes/¶

List all the call disposition codes of a Tenant.

Authorization rights: minimum End User.

Example request:

GET /api/v1/tenants/footenant/services/call_centers_properties/disposition_codes/ HTTP/1.1
Host: example.com

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{
   "disposition_codes": [
      {
         "code": "123456",
         "active": true,
         "description": "Test Call Disposition Code"
      }
   ]
}

Response JSON Object:

disposition_codes (array) – a list of call center disposition codes objects as defined as Call center disposition code attributes.

Status Codes:

200 OK – no error
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”

Create a new Tenant call disposition code¶

POST /api/v1/tenants/(string: tenant_id)/services/call_centers_properties/disposition_codes/¶

Create a new Tenant call disposition code.

Authorization rights: minimum Tenant Admin.

Example request:

POST /api/v1/tenants/footenant/services/call_centers_properties/disposition_codes/ HTTP/1.1
Host: example.com
Content-Type: "application/json"

{
   "code": "123456",
   "active": true,
   "description": "Test Call Disposition Code"
}

Request JSON Object:

code (string) – The name of the code. See Call center disposition code attributes.
active (boolean) – Specify if the code is active or not. See Call center disposition code attributes.
description (string) – The description of the code. See Call center disposition code attributes.

Example response:

HTTP/1.1 201 CREATED
Content-Type: "application/json"

{}

Status Codes:

201 Created – no error.
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 11: ALREADY_EXISTS, “Disposition code name already exists.”
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”

Get a Tenant call disposition code instance¶

GET /api/v1/tenants/(string: tenant_id)/services/call_centers_properties/disposition_codes/(string: instance_name)/¶

Get a Tenant call center call disposition code instance.

Authorization rights: minimum End User.

Example request:

GET /api/v1/tenants/footenant/services/call_centers_properties/disposition_codes/fooCode/ HTTP/1.1
Host: example.com

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{
   "active": true,
   "description": "Test Call Disposition Code"
}

Response JSON Object:

active (boolean) – Specify if the code is active or not. See Call center disposition code attributes.
description (string) – The description of the code. See Call center disposition code attributes.

Status Codes:

200 OK – no error
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”
404 Not Found – code not found

Modify a Tenant call disposition code¶

PUT /api/v1/tenants/(string: tenant_id)/services/call_centers_properties/disposition_codes/(string: instance_name)/¶

Modify a Tenant call disposition code.

Authorization rights: minimum Tenant Admin.

Example request:

PUT /api/v1/tenants/footenant/services/call_centers_properties/disposition_codes/fooCode/ HTTP/1.1
Host: example.com
Content-Type: "application/json"

{
   "active": true,
   "description": "Test Call Disposition Code"
}

Request JSON Object:

active (boolean) – Specify if the code is active or not. See Call center disposition code attributes.
description (string) – The description of the code. See Call center disposition code attributes.

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{}

Status Codes:

200 OK – no error
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”
404 Not Found – code not found

Remove a Tenant call disposition code¶

DELETE /api/v1/tenants/(string: tenant_id)/services/call_centers_properties/disposition_codes/(string: instance_name)/¶

Remove a Tenant call disposition code.

Authorization rights: minimum Tenant Admin.

Example request:

DELETE /api/v1/tenants/footenant/services/call_centers_properties/disposition_codes/fooCode/ HTTP/1.1
Host: example.com

Example response:

HTTP/1.1 200 OK
Content-Type: "application/json"

{}

Status Codes:

200 OK – no error. Note that trying to delete an unexistent code, it’ll not return an error.
400 Bad Request –
Bad request due to invalid parameters, with possible sub-error codes:
- 42: NOT_AVAILABLE_IN_SP_MODE, “Tenant cannot be a Service Provider.”