This API works in tandem with an IVR object in the jtel system, which can be used to search for records in SalesForce when calls are received.
The results of the search performed are available as variables, and can be used to influence the routing in the jtel system, for example to route to a particular agent, or to a particular ACD group.
To make use of this API, a REST endpoint must be provided in SalesForce for the jtel System to access. The following pages describe an example implementation.
Request
GET
Parameters
The following parameters are provided in the REST request:
| Parameter Name | From jtel Release | Description |
|---|---|---|
| CallerID | The number of the caller in E.164 (fully qualified without +) format. | |
| ServiceNumber | The service number called (jtel field ServiceNumbers.Name). | |
| ServiceName | The service name called (jtel field ServiceNumbers.Name2). | |
| Function | 3.25 / 2021-07-02 UPWARDS | The function to execute. This parameter can be used to differentiate the required action and could be used for many business cases. For example, to search for a ticket. Or event to update SalesForce and create an object. |
| UserData | 3.25 / 2021-07-02 UPWARDS | A user definable parameter which can contain any information. |
| UserData2 | 3.25 / 2021-07-02 UPWARDS | A user definable parameter which can contain any information. |
| UserData3 | 3.25 / 2021-07-02 UPWARDS | A user definable parameter which can contain any information. |
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). |
| 404 – Not found | No record was found. |
Return Structure
The return structure 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
Examining the call log will show you the exact field names returned.