Retrieve all AcdEventsThis function retrieves all AcdEvents from the client account. URL Translations Ignore |
---|
Code Block |
---|
GET {baseURL}/acd/events |
|
ParametersNone ResponsesIf the request is performed, 200 OK is returned. See Return Codes for further possible status codes. Returned Data (200 OK)A JSON Structure containing the following fields: Field | Type | Data |
---|
filter | String | The applied filter. This is reserved for future use. | limitStart | Integer | The first record index. Currently 0, reserved for future use. | limitPageSize | Integer | The number of records. -1 indicates all records. Reserved for future use. | records | AcdEvent [] | An array of AcdEvents. | count | Integer | The number of records returned. | orderBy | String | The field used to sort the records. | ascending | Boolean | Whether the array of records is sorted ascending or descending. | status | Integer | The return code (also provided by the http status code). |
Example Translations Ignore |
---|
Code Block |
---|
| {
"filter": "",
"limitStart": 0,
"limitPageSize": -1,
"records": [
{
"SkillsValue2": null,
"SkillsValue1": null,
"ChatConnectorsID": 1,
"UserData": "123456",
...
"AcdEventStatusID": 20,
"dtLastModified": "2020-08-09T02:33:50.347"
}
],
"count": 374,
"orderBy": "dtCreated",
"ascending": true,
"status": 200
} |
|
Retrieve an AcdEvent by IDThis function retrieves one AcdEvent by ID from the client account. URL Translations Ignore |
---|
Code Block |
---|
GET {baseURL}/acd/events/event/{AcdEventsID} |
|
ParametersParameter | Where | Type | Data |
---|
AcdEventsID | URL | Integer | The ID of the AcdEvent. |
ResponsesIf the request is performed, 200 OK is returned. See Return Codes for further possible status codes. Returned Data (200 OK)A JSON Structure containing the following fields: Field | Type | Data |
---|
records | AcdEvent [] | An array of AcdEvents containing one AcdEvent. | count | Integer | 1 | status | Integer | The return code (also provided by the http status code). |
Example Translations Ignore |
---|
Code Block |
---|
| {
"records": [
{
"SkillsValue2": null,
"SkillsValue1": null,
"ChatConnectorsID": 1,
"UserData": "123456",
...
"AcdEventStatusID": 20,
"dtLastModified": "2020-08-09T02:33:50.347"
}
],
"count": 1,
"status": 200
} |
|
Create an AcdEventThis function creates an AcdEvent. URL Translations Ignore |
---|
Code Block |
---|
POST {baseURL}/acd/events/create |
|
ParametersNone. Post DataA JSON structure containing the following parameters: Parameter | Required | Supported in AcdEventTypes | Type | Data |
---|
AcdEventTypesID | Yes |
| Integer | The ID of the AcdEventType to create. | AcdGroupsID | EITHER THIS | All | Integer | The ID of the AcdGroup to which this event should be distributed. Either specify this, or the parameters AcdConfigurationGroupsID and AcdAgentGroupsID. | AcdConfigurationGroupsID | OR BOTH OF THESE | All | Integer | The ID of the Configuration Group to which this event should be distributed. Either specify this with AcdAgentGroupsID, or specify AcdGroupsID. | AcdAgentGroupsID | OR BOTH OF THESE | All | Integer | The ID of the Agent Group to which this event should be distributed. Either specify this with AcdAgentGroupsID, or specify AcdGroupsID. | UsersID | No | All | Integer | The ID of the User to which this event should be distributed. If not provided, the event is distributed via the group queue. | Sender | Yes | All | String | A string identifying the sender. For telephone related events this should be a telephone number in E.164 format (Voice Mail and Callback Requests). For other events the data may be context specific - for example an email address. | Receiver | No | All | String | A string identifying the receiver. For telephone related events this should be a telephone number which is available in the system as a configured service number in E.164 format (Voice Mail and Callback Requests). For other events, the data may be context specific - for example an email address. | Subject | Yes | All | String | A string subject to associate with the event. Can be any text. | Body | No | Callback | String | A body which will be added to the event body data. | CrmURL | No | All | String | An URL which will be associated with the event. This should correspond to a well formed URL. | UserData | No | All | String | An optional user data field which will be associated with the event. For Ticket (Workflow) events, this will correspond to the foreign system ticket number. | nPriority Status |
---|
colour | Blue |
---|
title | FROM RELEASE 3.35 |
---|
|
| No | All | Integer | The priority of the event. If not specified, 50 is used. | dtAppointmentDate Status |
---|
colour | Blue |
---|
title | FROM RELEASE 3.35 |
---|
|
| No | All | String | The date part of the required appointment in the format yyyy-mm-dd or yyyymmdd The fields dtAppointmentDate and dtAppointmentTime are set as follows: - If both are empty or not provided, no appointment is set. The event will be distributed as soon as possible.
- If only a date is provided, the time is set to 00:00. The event will be distributed at the earliest on the date specified, distribution will be tried immediately if this is in the past.
- If only a time is provided, the date will be set to the next possible instance of that time. Example:
- If it is currently 15:30, and the time is set to 10:00, the date will be set to the next day.
- If it is currently 15:30 and the time is set to 18:00, the date will be set to the same day.
- If both a date and time are provided, the appointment is set exactly to this. The event will be distributed at the earliest on the date specified, distribution will be tried immediately if the date is in the past.
Note: actual distribution depends on the agents logged in and the distribution requirements (skill, priority etc.). | dtAppointmentTime Status |
---|
colour | Blue |
---|
title | FROM RELEASE 3.35 |
---|
|
| No | All | String | The time part of the required appointment in the format hh:mm or hhmm See dtAppointmentDate above for important details on how to use this parameter. |
ResponsesIf the request is performed, 200 OK is returned. See Return Codes for further possible status codes. Returned Data (200 OK)A JSON Structure containing the following fields: Field | Type | Data |
---|
records | AcdEvent [] | An array of AcdEvents containing the created AcdEvent. | count | Integer | 1 | status | Integer | The return code (also provided by the http status code). |
Example Post DataCreate a callback event: Translations Ignore |
---|
Code Block |
---|
{
"AcdEventTypesID": 3,
"AcdGroupsID": 235,
"UsersID": null,
"Sender" : "49199123456789",
"Receiver" : "4919900112233",
"Subject": "Callback request from 49199123456789 on 2020.08.09 at 09:00",
"Body": "This is an automatically generated callback request via the REST API.\r\nCongratulations!\r\n",
"CrmURL": "https://www.jtel.de",
"UserData": "987654"
} |
|
Create a callback event for a specific user: Translations Ignore |
---|
Code Block |
---|
{
"AcdEventTypesID": 3,
"AcdGroupsID": 235,
"UsersID": 3,
"Sender" : "49199123456789",
"Receiver" : "4919900112233",
"Subject": "Callback request from 49199123456789 on 2020.08.09 at 09:00",
"Body": "This is an automatically generated callback request via the REST API.\r\nCongratulations!\r\n",
"CrmURL": "https://www.jtel.de",
"UserData": "987654"
} |
|
Create a ticket event: Translations Ignore |
---|
Code Block |
---|
{
"AcdEventTypesID": 6,
"AcdGroupsID": 235,
"UsersID": null,
"Sender" : "info@example.com",
"Receiver" : "support@jtel.de",
"Subject": "A new ticket 123456 has been created via the REST API. Congratulations!",
"CrmURL": "https://www.jtel.de",
"UserData": "123456"
} |
|
Example response: Translations Ignore |
---|
Code Block |
---|
| {
"records": [
{
"SkillsValue2": null,
"SkillsValue1": null,
"ChatConnectorsID": null,
"UserData": "123456",
"SkillsValue3": null,
"dtReceived": null,
"AcdGroupsID": 235,
"dtRemind": null,
"EventData": "<eventData><urls><url><urlPath>https://www.jtel.de</urlPath><displayName>123456</displayName></url></urls><body html=\"true\"></body></eventData>",
"AcdWorkFlowConnectorsID": null,
"AcdInboxesID": null,
"ID": 2039,
"LastAgentTime": 0,
"CrmURL": "https://www.jtel.de",
"WorkFlowMonitorPointsID": null,
"AcdReplyingTypesID": null,
"AcdEventTypesID": 6,
"dtModified": "2020-09-15T02:59:32.794",
"bCloseByForeignSystem": false,
"Receiver": "support@jtel.de",
"Subject": "A new ticket 123456 has been created via the REST API. Congratulations!",
"UsersID": null,
"Sender": "info@example.com",
"ForeignSystemNumber": "123456",
"dtCreated": "2020-09-15T02:59:32.794",
"UserData2": null,
"UserData3": null,
"SkillsID3": null,
"SkillsID1": null,
"SkillsID2": null,
"AcdEventStatusID": 1,
"dtLastModified": "2020-09-15T02:59:32.929"
}
],
"count": 1,
"status": 200
} |
|
Info |
---|
| NOTE: If the Result_ parameter is received in the returned event and this contains the value "UPDATED", then this means the ACD group configuration stipulates that no duplicate ACD events should be created. In this case, the existing event is returned and updated with a comment. |
|