Example

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language	en

Table of Contents

maxLevel	1

Retrieve all

AcdEventTypes

AcdEvents

This function retrieves all AcdEventTypes AcdEvents from the systemclient account.

URL

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Code Block
GET {baseURL}/acd/events/types

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	AcdEventType AcdEvent []	An array of AcdEventTypesAcdEvents.
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

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Code Block

language	js

{
    "filter": "",
    "limitStart": 0,
    "limitPageSize": -1,
    "records": [
        {
            "ShortTextSkillsValue2": "AcdEventTypes.VoiceMail"null,
            "IDSkillsValue1": 1null,
        },
        {"ChatConnectorsID": 1,
            "ShortTextUserData": "AcdEventTypes.Fax123456",
...
            "IDAcdEventStatusID": 220,
        },
        {"dtLastModified": "2020-08-09T02:33:50.347"
        }
    "ShortText": "AcdEventTypes.Callback"],
       "count": 374,
     "IDorderBy": 3"dtCreated",
        }"ascending": true,
        {
            "ShortText": "AcdEventTypes.SMS",
            "ID": 4
        },
        {
            "ShortText": "AcdEventTypes.Email",
            "ID": 5
        },"status": 200
}

Retrieve an AcdEvent by ID

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

URL

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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

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Code Block

language	js

{
    "records": [
        {
            "ShortTextSkillsValue2": "AcdEventTypes.WorkFlowConnector",
null,
            "IDSkillsValue1": 6
null,
            "ChatConnectorsID": }1,
        {    "UserData": "123456",
...
            "ShortTextAcdEventStatusID": "AcdEventTypes.Chat"20,
            "IDdtLastModified": 7"2020-08-09T02:33:50.347"
        }
    ],
    "count": 71,
    "orderBystatus": "ID",
    "ascending": true,
    "status": 200
}

Retrieve all AcdEventStatus

Create an AcdEvent

This function retrieves all AcdEventStatus from the systemcreates an AcdEvent.

URL

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Code Block
GETPOST {baseURL}/acd/events/statuscreate

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

AcdEventStatus []

An array of AcdEventStatus.

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).

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Code Block

language	js

{
    "filter": "",
    "limitStart": 0,
    "limitPageSize": -1,
    "records": [
        {
            "ShortText": "AcdEventStatus.EnterSystem",
            "ID": 0
        },
        {
            "ShortText": "AcdEventStatus.Distribute",
            "ID": 1
        },
        {
            "ShortText": "AcdEventStatus.TransportSMTP",
            "ID": 2
        },
        {
            "ShortText": "AcdEventStatus.TransportToGroup",
            "ID": 4
        },
        {
            "ShortText": "AcdEventStatus.TransportAgent",
            "ID": 10
        },
        {
            "ShortText": "AcdEventStatus.New",
            "ID": 20
        },
        {
            "ShortText": "AcdEventStatus.Seen",
            "ID": 30
        },
        {
            "ShortText": "AcdEventStatus.Remind",
            "ID": 40
        },
        {
            "ShortText": "AcdEventStatus.ChatClosed",
            "ID": 98
        },
        {
            "ShortText": "AcdEventStatus.Done",
            "ID": 99
        },
        {
            "ShortText": "AcdEventStatus.Error",
            "ID": 100
        }
    ],
    "count": 11,
    "orderBy": "ID",
    "ascending": true,
    "status": 200
}

Retrieve a specific ACD Group by ID

This function retrieves a specific ACD group by ID.

URL

Code Block
GET {baseURL}/acd/groups/group/{AcdGroupsID}

Parameters

ParameterWhereTypeDataAcdGroupsIDURLIntegerThe ID of the ACD Group.

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 returned data.

FieldTypeDatarecordsAcdGroups []An array of ACD groups, containing one group.countInteger1statusIntegerThe return code (also provided by the http status code).

Example

Note, the record array has been shortened for readability.

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{
    "records": [
        {
            "QueueMusicID4Sec": -1,
            "SupervisorAggregationSkill5ID": null,
            "DistributionAlgorithmID": 1,
...
            "bPositionAnnouncement3": false,
            "TarifAnnouncementWavesID": null,
            "bCallRedirectionAfterNumberAnnouncement": false
        }
    ],
    "count": 1,
    "status": 200
}

Retrieve ACD Group by Name

This function retrieves one or more ACD groups, depending on the passed name. If more than one group is available which matches the name passed (partial match), then all corresponding groups will be returned.

URL

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Code Block
GET {baseURL}/acd/groups/group?name={AcdGroupsName}

Parameters

ParameterWhereTypeDataAcdGroupsNameQueryStringThe name of the acd group(s) to retrieve.

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 returned acd groups.

FieldTypeDatarecordsAcdGroup []

An array of ACD groups.

countIntegerThe number of records returned.statusIntegerThe return code (also provided by the http status code).

Example

Note, the records array has been shortened for readability.

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language	js

{
    "records": [
        {
            "QueueMusicID4Sec": 10,
            "SupervisorAggregationSkill5ID": null,
            "DistributionAlgorithmID": 3,
...
            "QueueOffhookAnnouncementID": null,
            "bPositionAnnouncement3": false,
            "TarifAnnouncementWavesID": null,
            "bCallRedirectionAfterNumberAnnouncement": false
        }
    ],
    "count": 3,
    "status": 200
}

Sv translation

language	de

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.

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:

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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:

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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:

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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:

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Code Block

language	js

{
    "records": [
        {
            "SkillsValue2": null,
            "SkillsValue1": null

Table of Contents

maxLevel	1

Retrieve all Dialler Campaigns

This function retrieves all dialler campaigns from the client account.

URL

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Code Block
GET {baseURL}/dialler/campaigns

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:

FieldTypeDatafilterStringThe applied filter. This is reserved for future use.limitStartIntegerThe first record index. Currently 0, reserved for future use.limitPageSizeIntegerThe number of records. -1 indicates all records. Reserved for future use.recordsDiallerCampaigns []An array of dialler campaigns.countIntegerThe number of dialler campaigns returned.orderByStringThe field used to sort the dialler campaigns. ascendingBooleanWhether the array of campaigns is sorted ascending or descending.statusIntegerThe return code (also provided by the http status code).

Example

Note, the dialler campaign array has been shortened for readability.

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Code Block

language	js

{
    "filter": "",
    "limitStart": 0,
    "limitPageSize": -1,
    "records": [
        {
            "ContactPreviewTime": 5,
            "nMaxParallelLines": null,
            "bCloseContactsOnIncomingCallsMatchCallerID": true,
            "dtTo": null,
            "LanguagesID": 2,
            "bCallerIDActive": false,
            "Name": "Campaign 1000",
...
            "ClientsID": 1,
            "AbortOnNoTelNumberResultCodesID": 2492,
            "IncomingCallResultCodesID": 2494
        }
    ],
    "count": 1,
    "orderBy": "Name",
    "ascending": true,
    "status": 200
}

Retrieve a specific Dialler Campaign by ID

This function retrieves a specific dialler campaign by ID.

URL

Code Block
GET {baseURL}/dialler/campaigns/{DiallerCampaignsID}

Parameters

ParameterWhereTypeDataDiallerCampaignsIDURLIntegerThe ID of the Dialler Campaign.

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 returned campaign.

FieldTypeDatarecordsDiallerCampaigns []An array of dialler campaigns, containing one campaign.countInteger1statusIntegerThe return code (also provided by the http status code).

Example

Note, the dialler campaign array has been shortened for readability.

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Code Block

language	js

{
     "records": [
        {
            "ContactPreviewTime": 5,
            "nMaxParallelLines": null,
            "bCloseContactsOnIncomingCallsMatchCallerID": true,
            "dtTo": null,
            "LanguagesID": 2,
            "bCallerIDActive": false,
            "Name": "Campaign 1000",
...
            "ClientsID": 1,
            "AbortOnNoTelNumberResultCodesID": 2492,
            "IncomingCallResultCodesID": 2494
        }
    ],
    "count": 1,
    "status": 200
}

Retrieve Dialler Campaigns by Name

This function retrieves one or more dialler campaigns, depending on the passed name. If more than one campaign is available which matches the name passed (partial match), then all corresponding campaigns will be returned.

URL

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Code Block
GET {baseURL}/dialler/campaigns/campaign?name={DiallerCampaignsName}

Parameters

ParameterWhereTypeDataDiallerCampaignsNameQueryStringThe name of the dialler campaign(s) to retrieve.

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 returned campaign.

FieldTypeDatarecordsDiallerCampaigns []An array of dialler campaigns, containing one campaign.countInteger1statusIntegerThe return code (also provided by the http status code).

Example

Note, the dialler campaign data has been shortened for readability.

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Code Block

language	js

{
     "records": [
        {
            "ContactPreviewTime": 5,
            "nMaxParallelLines": null,
            "bCloseContactsOnIncomingCallsMatchCallerID": true,
            "dtTo": null,
            "LanguagesID": 2,
            "bCallerIDActive": false,
            "Name": "Campaign 1000",
...
            "ClientsID": 1,
            "AbortOnNoTelNumberResultCodesID": 2492,
            "IncomingCallResultCodesID": 2494
        }
    ],
    "count": 1,
    "status": 200
}

Retrieve the Result Codes from a Dialler Campaign

This function retrieves all result codes from a particular dialler campaign.

URL

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Code Block
GET {baseURL}/dialler/campaigns/campaign/{DiallerCampaignsID}/resultCodes?languagesID={LanguagesID}

Parameters

ParameterWhereTypeDataDiallerCampaignsIDURLIntegerThe ID of the dialler campaign for which to retrieve the result codes.languagesIDQueryInteger

The ID of the language in which to retrieve the result codes.

Currently supported:

1 = English

2 = German

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 returned result codes.

FieldTypeDatarecordsDiallerCampaigns []An array of dialler campaign result codes.countIntegerThe number of returned result codes.statusIntegerThe return code (also provided by the http status code).

Example

Note, the dialler campaign result codes array has been shortened for readability.

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Code Block

language	js

{
    "records": [
        {
            "bDone": true,
            "DiallerResultCodesTypesContent": "Abschluss",
            "bDelay": false,
            "DiallerCampaignsID": 535,
            "DiallerResultCodesTypesShortText": "DiallerResultCodesTypes.1",
            "bAllowDelete": true,
            "ExportKey": "ABG",
            "Content": "Abgeschlossen",
            "ShortText": "DiallerCampaignsResultCodes.2695",
            "bAborted": false,
            "ID": 2695,
            "bAgentBound": null,
            "TimeOffset": null,
            "bAppointment": false,
            "DiallerResultCodesTypesID": 1
        },
        ...
        {
            "bDone": false,
            "DiallerResultCodesTypesContent": "Abbruch",
            "bDelay": false,
            "DiallerCampaignsID": 535,
            "DiallerResultCodesTypesShortText": "DiallerResultCodesTypes.2",
            "bAllowDelete": true,
            "ExportKey": "Aufleger",
            "Content": "Aufleger",
            "ShortText": "DiallerCampaignsResultCodes.2698",
            "bAborted": true,
            "IDChatConnectorsID": 2698null,
            "bAgentBoundUserData": null"123456",
            "TimeOffsetSkillsValue3": null,
            "bAppointmentdtReceived": falsenull,
            "DiallerResultCodesTypesIDAcdGroupsID": 2235,
        }
    ],
    "count"dtRemind": 7null,
    "status": 200

Clone a Dialler Campaign

This function clones a dialler campaign including all related data except for the contacts in the campaign.

URL

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Code Block
POST {baseURL}/dialler/campaigns/clone

POST Data

A JSON Structure containing the following parameters:

FieldTypeValuesourceStringThe name of the dialler campaign to clone.destinationStringThe name of the new destination campaign to create.userDataStringUserData which can be associated with the newly cloned dialler campaign.

Example:

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Code Block
{ "source": "Campaign 1000", "destination": "My New Campaign", "userData": "UserData Field Contents" }

Responses

If the request is performed, 200 OK is returned.

If the source campaign does not exist, 404 Not Found is returned.

If the destination campaign already exists, 409 Conflict is returned.

See Return Codes for further possible status codes.

Returned Data (200 OK)

A JSON Structure containing the cloned campaign.

FieldTypeDatarecordsDiallerCampaigns []An array of dialler campaigns, containing one campaign.countInteger1statusIntegerThe return code (also provided by the http status code).

Example

Note, the dialler campaign data has been shortened for readability.

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Code Block

language	js

{
     "records": [
        {        "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,
            "ContactPreviewTimeReceiver": 5"support@jtel.de",
            "nMaxParallelLinesSubject": null,
"A new ticket 123456 has been created via the REST API.  "bCloseContactsOnIncomingCallsMatchCallerID": trueCongratulations!",
            "dtToUsersID": null,
            "LanguagesIDSender": 2"info@example.com",
            "bCallerIDActiveForeignSystemNumber": false"123456",
            "NamedtCreated": "Campaign 10002020-09-15T02:59:32.794",
...
            "ClientsIDUserData2": 1null,
            "AbortOnNoTelNumberResultCodesIDUserData3": 2492null,
            "IncomingCallResultCodesIDSkillsID3": 2494null,
        }
    ]"SkillsID1": null,
     "count": 1,
    "status": 200
}

Delete a Dialler Campaign by ID

This function deletes a dialler campaign including all related data.

URL

  "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

Translations Ignore

Code Block
DELETE {baseURL}/dialler/campaigns/campaign/{DiallerCampaignsID}

Parameters

ParameterWhereTypeDataDiallerCampaignsIDURLIntegerThe ID of the dialler campaign to delete.

Responses

If the request is performed, 200 OK is returned.

If the campaign does not exist, 404 Not Found is returned.

See Return Codes for further possible status codes.

Returned Data (200 OK)

A JSON Structure containing the status code.

FieldTypeDatastatusIntegerThe return code (also provided by the http status code).

Delete a Dialler Campaign by Name

This function deletes a dialler campaign including all related data.

URL

Translations Ignore

Code Block
DELETE {baseURL}/dialler/campaigns/campaign?name=DiallerCampaignsName

Parameters

ParameterWhereTypeDataDiallerCampaignsNameQueryStringThe name of the dialler campaign to delete.

Responses

If the request is performed, 200 OK is returned.

If the campaign does not exist, 404 Not Found is returned.

See Return Codes for further possible status codes.

Returned Data (200 OK)

A JSON Structure containing the status code.

FieldTypeDatastatusIntegerThe return code (also provided by the http status code).

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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

Responses

Returned Data (200 OK)

Example

Retrieve a specific ACD Group by ID

URL

Parameters

Responses

Returned Data (200 OK)

Example

Retrieve ACD Group by Name

URL

Parameters

Responses

Returned Data (200 OK)

Example

Post Data

Responses

Returned Data (200 OK)

Example Post Data

Retrieve all Dialler Campaigns

URL

Parameters

Responses

Returned Data (200 OK)

Example

Retrieve a specific Dialler Campaign by ID

URL

Parameters

Responses

Returned Data (200 OK)

Example

Retrieve Dialler Campaigns by Name

URL

Parameters

Responses

Returned Data (200 OK)

Example

Retrieve the Result Codes from a Dialler Campaign

URL

Parameters

Responses

Returned Data (200 OK)

Example

Clone a Dialler Campaign

URL

POST Data

Responses

Returned Data (200 OK)

Example

Delete a Dialler Campaign by ID

URL

Parameters

Responses

Returned Data (200 OK)

Delete a Dialler Campaign by Name

URL

Parameters

Responses