This API works in tandem with an IVR object in the jtel Jtel system, which can be used to search for records in SAP when calls are received.
The results of the search performed are available as variables, and can be used to influence the routing in the jtel Jtel system, for example to route to a particular agent, or to a particular ACD group.
To make use of this API, a REST endpoint must be provided in SAP for the jtel Jtel System to access. The following pages describe an example implementation.
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| Parameter Name | Description | ||
|---|---|---|---|
| CallerIDCaller Number | The caller number (caller ID). This parameter will be required if the function Caller Number was set. The number of the caller in E.164 (fully qualified without +) format. | ||
| ServiceNumberCustomer ID | The service number called (jtel field ServiceNumbers.Name). | ServiceName | The service name called (jtel field ServiceNumbers.Name2)customer ID (SAP customer ID). This parameter will be required if the function Customer ID was set. |
http Status Codes
The following status codes should be used:
Status Code | Meaning | ||
|---|---|---|---|
200 – OK | One record was found and returned. | ||
200 – REST HTTP No Results Found | 300 – Multiple Choices | Multiple records were found. (No records should be returned in this case). | |
| REST HTTP Unknown Response Code | HTTP ERROR, unexpected HTTP response | 404 – Not found | No record was found. |
Return Structure
The return structure must be JSON, but otherwise any fields and any content can be returned. The jtel System will parse the data into variables for the jtel IVR GUI, of the form $SAP.FieldName
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