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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: ACD Group - Parameters - REST Calls (Create Callback)
Request
POST
Parameters
The following parameters are generic AcdEvent JSON Structure is provided in the REST request:
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Parameter Name
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From jtel Release
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Description
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Parameter Name
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From jtel Release
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Description
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body of the REST request.
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3.25 / 2021-07-02 UPWARDS
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3.25 / 2021-07-02 UPWARDS
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3.25 / 2021-07-02 UPWARDS
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3.25 / 2021-07-02 UPWARDS
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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 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 | 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.