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This API works in tandem with special ACD Group Settings which causes Callback Requests cause callback requests generated in the ACD to be passed to an external REST interface.
The use case in Salesforce could be to create a Case object, which is handled in the Service part of the Salesforce application.
Please note the ACD Group Settings required are documented here: *** ### *** TODO
Request
POST
Parameters
The following parameters are provided in the REST request:
Parameter Name | From jtel ReleaseType | Description | Parameter Name | From jtel Release | Description | CallerID | The number of the caller in E.164 (fully qualified without +) format. | ServiceNumber | The service number called (jtel field ServiceNumbers.Name). | ServiceName | The service name called (jtel field ServiceNumbers.Name2). | Function | 3.25 / 2021-07-02 UPWARDS | The function to execute. This parameter can be used to differentiate the required action and could be used for many business cases. For example, to search for a ticket. Or event to update SalesForce and create an object. | UserData | 3.25 / 2021-07-02 UPWARDS | A user definable parameter which can contain any information. | UserData2 | 3.25 / 2021-07-02 UPWARDS | A user definable parameter which can contain any information. | UserData3 | 3.25 / 2021-07-02 UPWARDS | A user definable parameter which can contain any information. |
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Caller | String | The caller number in E.164 format including +. For example +49199123456789 | |||
CallbackNumber | String | The number on which the caller requested the callback in E.164 format including plus. For example: +49199123456789 | |||
ServiceNumbersNumber | String | The called service number in E.164 format with plus. | |||
ServiceNumbersName | String | The name of the service number. For example „Service Hotline“. | |||
AcdGroupsID | Integer | The ID of the ACD Group in the jtel system, for which the callback request was generated. | |||
AcdGroupsName | String | The Name of the ACD Group in the jtel system, for which the callback request was generated. | |||
AcdGroupsForeignSystemID | String | The contents of the Foreign System ID field in the jtel ACD Group. This can be configured so as to provide a foreign reference to the Salesforce system. For example "SERVICE_B2B“. | |||
dtCallStart | Timestamp | The date and time of the start of the call in the jtel system in local time, in the following format: yyyy-MM-ddTHH:MM:ss | |||
dtCallEnd | Timestamp | The date and time of the end of the call in the jtel system in local time, in the following format: yyyy-MM-ddTHH:MM:ss The time difference between dtCallStart and dtCallEnd is the total time spent in the jtel system by the caller, including IVR applications and all prompts and queueing time. | |||
| ID | Integer | The ID of the ACD event in the jtel system. | |||
AcdEventsID | Integer | The ID of the ACD event in the jtel system. | |||
Subject | String | The subject of the callback event. | |||
Body | String | The body of the callback event. | |||
CreatingUsersID | Integer | The ID of the creating user in jtel, or NULL if the system created the event. | |||
CreatingUsersUID | String | The UID of the creating user in jtel, or NULL if the system created the event. | |||
CreatingUsersNickName | String | The Nick Name of the creating user in jtel, or NULL if the system created the event. This field can be used to create a connection between the object(s) created in Salesforce and the user who created the callback event in jtel. | |||
TargetUsersID | Integer | The target user ID of the event, if the callback event was directly sent to a user. This will usually be NULL, if it is not, it corresponds to an event created manually ba another user. | |||
TargetUsersUID | String | The target user UID of the event, if the callback event was directly sent to a user. This will usually be NULL, if it is not, it corresponds to an event created manually ba another user. | |||
TargetUsersNickName | String | The NickName of the target user of the event, if the callback event was directly sent to a user. This will usually be NULL, if it is not, it corresponds to an event created manually ba another user. | |||
SalesforceId | String | The ID of the Salesforce record which was found in the routing application, and saved to the User Data field in jtel using the Save additional information IVR object. | |||
SalesforceQueryResult | Integer | The result of the last getCallerInformation REST Apex call made: 0 = no data found 1 = one record found 2 = multiple records found |
http Status Codes
The following status codes should be used:
Status Code | Meaning | ||
|---|---|---|---|
200 – OK | One record was found and returned. | ||
300 – Multiple Choices | Multiple records were found. (No records should be returned in this case). | ||
| The callback was processed successfully (i.e. probably a Case object was created in Salesforce). | |||
500 - Server Error | An internal error occurred processing the callback request | 404 – Not found | No record was found. |
Return Structure
The return structure, if provided, 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 $SalesForce.FieldName
If structures are nested, then the variable will be named accordingly: $SalesForce.Entity.FieldName
This output is visible in logging information available on the jtel systemExamining the call log will show you the exact field names returned.