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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.
generic AcdEvent JSON Structure is provided in the body of the REST request.
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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
2 = multiple records found
http Status Codes
The following status codes should be used:
Status Code | Meaning |
|---|---|
200 – OK | The callback call was processed successfully (i.e. probably a Case object was created in Salesforce). |
500 - Server Error | An internal error occurred processing the callback request. |
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