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Sv translation
languageen

Table of Contents
maxLevel1

Retrieve all AcdEvents

This function retrieves all AcdEvents from the client account.

URL

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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:

FieldTypeData
filterStringThe 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.
recordsAcdEvent []An array of AcdEvents.
countIntegerThe number of records returned.
orderByStringThe field used to sort the records. 
ascendingBooleanWhether the array of records is sorted ascending or descending.
statusIntegerThe return code (also provided by the http status code).

Example

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Code Block
languagejs
{
    "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

AcdEventsIDURLIntegerThe 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:

FieldTypeData
recordsAcdEvent []An array of AcdEvents containing one AcdEvent.
countInteger1
statusIntegerThe return code (also provided by the http status code).

Example

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Code Block
languagejs
{
    "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

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


Parameters

None.

Post Data

A JSON structure containing the following parameters:

YesNo User If not provided, the event is distributed via the group queue.Receiver

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 , SubjectYes subject to associate with the event. Can be any text.An URL which will

Parameter

RequiredSupported in AcdEventTypes

Type

Data

AcdEventTypesIDYes
IntegerThe ID of the AcdEventType to create.
AcdGroupsIDEITHER THISAllInteger

The ID of the AcdGroup to which this event should be distributed.

UsersID

Either specify this, or the parameters AcdConfigurationGroupsID and AcdAgentGroupsID.

AcdConfigurationGroupsIDOR BOTH OF THESEAllInteger

The ID of the

Configuration Group to which this event should be distributed.

SenderYesAllString

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.

Either specify this with AcdAgentGroupsID, or specify AcdGroupsID.

AcdAgentGroupsIDOR BOTH OF THESEAllInteger

The ID of the Agent Group to which this event should be distributed.

Either specify this with AcdAgentGroupsID, or specify AcdGroupsID.

UsersIDNoAllIntegerThe ID of the User to which this event should be distributed. If not provided, the event is distributed via the group queue.
SenderYesAllString

A string identifying the sender.

For telephone related events this should be a telephone

String

number in E.164 format (Voice Mail and Callback Requests).

For other events

the data may be context specific - for example an email address.

ReceiverNoAllString

A string

BodyNoCallbackStringA body which will be added to the event body data.

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.

SubjectYesAllStringA string subject to associate with the event. Can be any text.
BodyNoCallbackStringA body which will be added to the event body data.
CrmURLNoAllStringAn URL which will CrmURLNoAllString be associated with the event. This should correspond to a well formed URL.
UserDataNoAllString

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:

FieldTypeData
recordsAcdEvent []An array of AcdEvents containing the created AcdEvent.
countInteger1
statusIntegerThe return code (also provided by the http status code).

nPriority

Status
colourBlue
titleFROM RELEASE 3.35

NoAllInteger

The priority of the event. If not specified, 50 is used.

dtAppointmentDate

Status
colourBlue
titleFROM RELEASE 3.35

NoAllString

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
colourBlue
titleFROM RELEASE 3.35

NoAllString

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:

FieldTypeData
recordsAcdEvent []An array of AcdEvents containing the created AcdEvent.
countInteger1
statusIntegerThe 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": "Callback request from

Example Post Data

Create 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 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:

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language
Code Block
js
{
    
	"recordsAcdEventTypesID": 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
languagejs
{[
        {
            "SkillsValue2": null,
    "records": [
       "SkillsValue1": null, {
            "ChatConnectorsIDSkillsValue2": null,
            "UserDataSkillsValue1": "123456"null,
            "SkillsValue3ChatConnectorsID": 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
}
Sv translation
languagede

Status
colourRed
titleThis page is only available in English

,
    "count": 1,
    "status": 200
}



Info
titleResult_

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
languagede

Status
colourRed
titleThis page is only available in English

Sv translation
languagefr

Table of Contents
maxLevel1

Récupérer tous les AcdEvents

Cette fonction récupère tous les AcdEvents du compte client.

URL

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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 :

ChampTypeDonnées
filtreChaîne 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

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Code Block
languagejs
{ "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 :

ChampTypeDonnées
enregistrementsAcdEvent []Un ensemble d'AcdEvents contenant un AcdEvent.
compterEntier1
statutEntierLe code de retour (également fourni par le code de statut http).

Exemple

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Code Block
languagejs
{ "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

AcdEventTypesIDOui
EntierL'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.

nPriority

Status
colourBlue
titleFROM RELEASE 3.35

NonTousEntier

La priorité de l'événement. Si elle n'est pas spécifiée, la priorité est de 50.

dtAppointmentDate

Status
colourBlue
titleFROM RELEASE 3.35

NonTousChaîne de caractères

La date du rendez-vous requis au format yyyy-mm-dd ou yyyy-mm-dd.

Les champs dtAppointmentDate et dtAppointmentTime sont définis comme suit :

  • Si les deux sont vides ou non renseignés, aucun rendez-vous n'est fixé. L'événement sera distribué dès que possible.
  • Si seule une date est fournie, l'heure est fixée à 00:00. L'événement sera distribué au plus tôt à la date spécifiée ; la distribution sera tentée immédiatement si cette date est passée.
  • Si seule une heure est fournie, la date sera fixée à la prochaine occurrence possible de cette heure. Exemple :
    • S'il est actuellement 15:30 et que l'heure est fixée à 10:00, la date sera fixée au jour suivant.
    • S'il est actuellement 15:30 et que l'heure est fixée à 18:00, la date sera fixée au même jour.
  • Si une date et une heure sont fournies, le rendez-vous est fixé exactement à cette date. L'événement sera distribué au plus tôt à la date spécifiée ; la distribution sera tentée immédiatement si la date est passée.

Remarque : la distribution réelle dépend des agents connectés et des exigences de distribution (compétence, priorité, etc.).

dtAppointmentTime

Status
colourBlue
titleFROM RELEASE 3.35

NonTousChaîne de caractères

La partie temporelle du rendez-vous requis au format hh:mm ou hhmm

Voir dtAppointmentDate ci-dessus pour des détails importants sur l'utilisation de ce paramètre.

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 :

ChampTypeDonnées
enregistrementsAcdEvent []Un tableau d'AcdEvents contenant l'AcdEvent créé.
compterEntier1
statutEntierLe code de retour (également fourni par le code de statut http).

Exemple Après-données

Créer un événement de rappel :

Sv translation
languagefr

Table of Contents
maxLevel1

Translations Ignore
Code Block
GET {baseURL}/acd/events
Translations Ignore
Code Block
languagejs
{ "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 }
Translations Ignore
Code Block
GET {baseURL}/acd/events/event/{AcdEventsID}
Translations Ignore
Code Block
languagejs
{ "records": [ { "SkillsValue2": null, "SkillsValue1": null, "ChatConnectorsID": 1, "UserData": "123456", ... "AcdEventStatusID": 20, "dtLastModified": "2020-08-09T02:33:50.347" } ], "count": 1, "status": 200 }

Translations Ignore Code BlockPOST {baseURL}/acd/events/create

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", 
"CrmURL": "https://www.jtel.de", 
"UserData": "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
languagejs
{ "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 }