Example Post Data

Create a callback event:

Sv translation

language	en

Table of Contents

maxLevel	1

Retrieve all AcdEvents

This function retrieves all AcdEvents from the client account.

URL

Translations Ignore

Code Block
GET {baseURL}/acd/events

Parameters

None

Responses

If 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

language	js

{
    "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 ID

This function retrieves one AcdEvent by ID from the client account.

URL

Translations Ignore

Code Block
GET {baseURL}/acd/events/event/{AcdEventsID}

Parameters

Parameter	Where	Type	Data
AcdEventsID	URL	Integer	The ID of the AcdEvent.

Responses

If 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

language	js

{
    "records": [
        {
            "SkillsValue2": null,
            "SkillsValue1": null,
            "ChatConnectorsID": 1,
            "UserData": "123456",
...
            "AcdEventStatusID": 20,
            "dtLastModified": "2020-08-09T02:33:50.347"
        }
    ],
    "count": 1,
    "status": 200
}

Create an AcdEvent

This function creates an AcdEvent.

URL

Translations Ignore

Code Block
POST {baseURL}/acd/events/create

Parameters

None.

Post Data

A 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.

Responses

If 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).

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"
}

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.

Responses

If 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 Data

Create a callback event:

Translations Ignore

Code Block
{ "AcdEventTypesID": 3, "AcdGroupsID": 235, "UsersID": null, "Sender" : "49199123456789", "Receiver" : "4919900112233", "Subject": "

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 callback event for a specific user:

Translations Ignore

Code Block

{  
	"AcdEventTypesID": 63,
	"AcdGroupsID": 235,
	"UsersID": null3,
	"Sender" : "info@example.com49199123456789",
	"Receiver" : "support@jtel.de4919900112233",
	"Subject": "ACallback new ticket 123456 has been createdrequest from 49199123456789 on 2020.08.09 at 09:00",
	"Body": "This is an automatically generated callback request via the REST API. Congratulations!\r\nCongratulations!\r\n",
	"CrmURL": "https://www.jtel.de",
	"UserData": "123456987654"
}

Example responseCreate a ticket event:

Translations Ignore

Code Block

language	js

{
    
	"recordsAcdEventTypesID": [
        {
            "SkillsValue26,
	"AcdGroupsID": null235,
            "SkillsValue1	"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

language	js

{
    "records": [
           "ChatConnectorsID": null,
            "UserData": "123456",
            "SkillsValue3": null,
            "dtReceived": null, {
            "AcdGroupsIDSkillsValue2": 235null,
            "dtRemindSkillsValue1": 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

title	Result_

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.

Sv translation

language	de

Status

colour	Red
title	This page is only available in English

Sv translation

language	fr

Table of Contents

maxLevel	1

Récupérer tous les AcdEvents

Cette fonction récupère tous les AcdEvents du compte client.

URL

Translations Ignore

Code Block
GET {baseURL}/acd/events

Paramètres

Aucun

Réponses

Si la demande est exécutée, 200 OK est renvoyé. Voir Return Codes pour d'autres codes de statut possibles.

Données retournées (200 OK)

Une structure JSON contenant les champs suivants :

ChampTypeDonnéesfiltreChaîne de caractèresLe filtre appliqué. Il est réservé à un usage futur.limitStartEntierLe premier index des enregistrements. Actuellement 0, réservé pour une utilisation future.limitPageSizeEntierLe nombre d'enregistrements. -1 indique tous les enregistrements. Réservé pour une utilisation future.enregistrementsAcdEvent []Un tableau d'AcdEvents.compterEntierLe nombre d'enregistrements retournés.orderByChaîne de caractèresLe champ utilisé pour trier les enregistrements. ascendantBooléenSi l'ensemble des enregistrements est trié de manière ascendante ou descendante.statutEntierLe code de retour (également fourni par le code de statut http).

Exemple

Translations Ignore

Code Block

language	js

{ "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 }

Récupérer un AcdEvent par ID

Cette fonction récupère un AcdEvent par ID du compte client.

URL

Translations Ignore

Code Block
GET {baseURL}/acd/events/event/{AcdEventsID}

Paramètres

Paramètre

Où

Type

Données

AcdEventsIDURLEntierL'ID de l'AcdEvent.

Réponses

Si la demande est exécutée, 200 OK est renvoyé. Voir Return Codes pour d'autres codes de statut possibles.

Données retournées (200 OK)

Une structure JSON contenant les champs suivants :

ChampTypeDonnéesenregistrementsAcdEvent []Un ensemble d'AcdEvents contenant un AcdEvent.compterEntier1statutEntierLe code de retour (également fourni par le code de statut http).

Exemple

Translations Ignore

Code Block

language	js

{ "records": [ { "SkillsValue2": null, "SkillsValue1": null, "ChatConnectorsID": 1, "UserData": "123456", ... "AcdEventStatusID": 20, "dtLastModified": "2020-08-09T02:33:50.347" } ], "count": 1, "status": 200 }

Créer un AcdEvent

Cette fonction crée un AcdEvent.

URL

Translations Ignore

Code Block
POST {baseURL}/acd/events/create

Paramètres

Aucun.

Après Données

Une structure JSON contenant les paramètres suivants :

Paramètre

RequiseSoutenu dans les AcdEventTypes

Type

Données

AcdEventTypesIDOuiEntierL'ID de l'AcdEventType à créer.AcdGroupsIDOuiTousEntierL'ID de l'AcdGroup auquel cet événement doit être distribué.UsersIDNonTousEntierL'ID de l'utilisateur auquel cet événement doit être distribué. S'il n'est pas fourni, l'événement est distribué via la file d'attente de groupe.ExpéditeurOuiTousChaîne de caractères

Une chaîne de caractères identifiant l'expéditeur.

Pour les événements liés au téléphone, il doit s'agir d'un numéro de téléphone au format E.164 (messagerie vocale et demandes de rappel).

Pour d'autres événements, les données peuvent être spécifiques au contexte - par exemple une adresse électronique.

RécepteurNonTousChaîne de caractères

Une chaîne de caractères identifiant le récepteur.

Pour les événements liés au téléphone, il doit s'agir d'un numéro de téléphone qui est disponible dans le système en tant que numéro de service configuré au format E.164 (messagerie vocale et demandes de rappel).

Pour d'autres événements, les données peuvent être spécifiques au contexte - par exemple une adresse email.

SujetOuiTousChaîne de caractèresUne chaîne de caractères à associer à l'événement. Peut être n'importe quel texte.CorpsNonRappelChaîne de caractèresUn corps qui sera ajouté aux données du corps de l'événement.CrmURLNonTousChaîne de caractèresUne URL qui sera associée à l'événement. Cela doit correspondre à une URL bien formée.UserDataNonTousChaîne de caractères

Un champ de données utilisateur facultatif qui sera associé à l'événement.

Pour les événements avec billets (Workflow), cela correspondra au numéro de billet du système étranger.

Réponses

Si la demande est exécutée, 200 OK est renvoyé. Voir Return Codes pour d'autres codes de statut possibles.

Données retournées (200 OK)

Une structure JSON contenant les champs suivants :

ChampTypeDonnéesenregistrementsAcdEvent []Un tableau d'AcdEvents contenant l'AcdEvent créé.compterEntier1statutEntierLe code de retour (également fourni par le code de statut http).

Exemple Après-données

Créer un événement de rappel :

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" }

Créer un événement de rappel pour un utilisateur spécifique :

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",        "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",
            "UserDataWorkFlowMonitorPointsID": "987654" }

Créer un événement de ticket:

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" }

Exemple de réponse :

Translations Ignore

Code Block

language	js

{ "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, "dtModifiednull,
            "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",
            "bCloseByForeignSystem": false, "Receiver": "support@jtel.de", "Subject": "A new ticket 123456 has been created via the REST API. Congratulations!", "UsersID"UserData2": null,
            "UserData3": null,
            "SkillsID3": null,
            "SkillsID1": null,
            "SkillsID2": null, "Sender": "info@example.com", "ForeignSystemNumber": "123456", "dtCreated
            "AcdEventStatusID": 1,
            "dtLastModified": "2020-09-15T02:59:32.794", "UserData2": null, "UserData3": null, "SkillsID3": null, "SkillsID1": null, "SkillsID2": null, "AcdEventStatusID929"
        }
    ],
    "count": 1,
    "dtLastModifiedstatus": "2020-09-15T02:59:32.929" } ], "count": 1, "status": 200 }200
}

Info

title	Result_

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.

Sv translation

language	de

Status

colour	Red
title	This page is only available in English

Page tree

Page History

Versions Compared

Old Version 17

New Version Current

Key

Retrieve all AcdEvents

URL

Parameters

Responses

Returned Data (200 OK)

Example

Retrieve an AcdEvent by ID

URL

Parameters

Responses

Returned Data (200 OK)

Example

Create an AcdEvent

URL

Parameters

Post Data

Responses

Returned Data (200 OK)

Example Post Data

Responses

Returned Data (200 OK)

Example Post Data

Récupérer tous les AcdEvents

URL

Paramètres

Réponses

Données retournées (200 OK)

Exemple

Récupérer un AcdEvent par ID

URL

Paramètres

Réponses

Données retournées (200 OK)

Exemple

Créer un AcdEvent

URL

Paramètres

Après Données

Réponses

Données retournées (200 OK)

Exemple Après-données