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This API works in tandem with special ACD Group Settings which cause callback requests voice mails generated in the ACD to be passed to an external REST interface.
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Please note the ACD Group Settings required are documented here: ACD Group - Parameters - REST Calls (Create Callback)
Request
POST
Parameters
The following parameters are provided in the REST request:
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Parameter Name
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Description
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Caller
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String
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The caller number in E.164 format without a plus. For example 49199123456789
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CallbackNumber
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String
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The number on which the caller requested the callback in E.164 format without a plus. For example: 49199123456789
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ServiceNumbersNumber
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String
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The called service number in E.164 format without a plus.
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ServiceNumbersName
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String
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The name of the service number. For example „Service Hotline“.
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AcdGroupsID
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Integer
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The ID of the ACD Group in the jtel system, for which the callback request was generated.
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AcdGroupsName
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String
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The Name of the ACD Group in the jtel system, for which the callback request was generated.
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AcdGroupsForeignSystemID
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String
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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“.
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dtCallStart
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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
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dtCallEnd
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Timestamp
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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.
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AcdEventsID
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Integer
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The ID of the ACD event in the jtel system.
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Subject
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String
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The subject of the callback event.
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Body
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String
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The body of the callback event.
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CreatingUsersID
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Integer
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The ID of the creating user in jtel, or NULL if the system created the event.
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CreatingUsersUID
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String
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The UID of the creating user in jtel, or NULL if the system created the event.
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CreatingUsersNickName
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String
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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.
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TargetUsersID
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Integer
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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.
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TargetUsersUID
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String
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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.
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TargetUsersNickName
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String
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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.
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SalesforceId
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String
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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.
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SalesforceQueryResult
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Integer
The result of the last getCallerInformation REST Apex call made:
0 = no data found
1 = one record found
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generic AcdEvent JSON Structure is provided in the body of the REST request.
http Status Codes
The following status codes should be used:
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