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Introduction

ST offers RESTful APIs for integration with UCCX IVR. Each object supports five methods (except where documented otherwise) that can be invoked on the URL which is associated with the object. 

...

URL Structure

Description                  

<adminpanel-server>

Routable address (IP address) of the CCAdmin Server.

<port>

Tomcat port

<object>

One of the supported objects.  

<instanceId>

Optional component needed for GET, DELETE,PUT methods referring to a specific instance of the object. 

Supported Operations

Operation

HTTP

Method

Description                  

Input

Output

LIST

GET

List all the instances of an object

None

List of objects

GET

GET

Get details of an instance specified by instanceId

ID/Name

Single Object instance

SAVE

POST

Create a new instance object 

New instance data

None

UPDATE

PUT

Modify the instance specified by the instanceId

Modified instance data


DELETE

DELETE

Delete the instance specified by the instanceId

ID

None

...

All methods support Application/JSON as input MIME types.

Failure Response Codes

The failure response codes for CCAdmin REST APIs are listed here: 

  • 400: Bad Request
    • Request parameters are invalid. 
  • 401: Unauthorized 
    • User is valid but does not have permission to perform the specified action. 
  • 404: Not Found 
    • If the record that was supposed to be updated, is not found on the server. 
  • 405: Method Not Allowed 
    • If the requested action/method is not allowed with the requested object. For instance, if the defined action for an object is GET and the request is made with POST.
  • 406: Not Acceptable
    • Request parameters are invalid. 
  • 500: Internal Server Error
    • If there is an issue on the server side while processing the request.

CORS

Cross-Origin Resource Sharing (CORS) is supported that allows you to place requests to configuration APIs from any origin.

Business Calendars 

Business calendars allow the businesses to set hours of operation, public holidays and exceptional openings/closings of the service. Based on these calendar configurations, scripting engineers can either route a caller to an appropriate CSQ or play a static CCX prompt on the CCX script to the caller, to drop the call on the IVR.

Note

Business calendars allow to insert shift opening/closing hours on the calendar and take intelligent routing decisions based on that information. It does not yet include announcements to be played on the IVR. If you need to play/change  announcements dynamically such as to play public holidays on the IVR, you can create an Easy Announcement for the event (such as a holiday or non-working hour). To learn more, see Easy Announcements.

Get Service Status (of business calendars)

A business calendar is created with an Agency and/or a Service (that is offered within the agency). 

...

HTTP Method

GET                  

URI

http://<adminpanel-server>:<port>/eabc/BCServiceStatus/getServiceStatus?agencyName={?}&serviceName={?}

Content Type

Application/JSON 

HTTP Success Code

200

HTTP Failure Code

404,406,405

Request Params

Following parameters should be sent with request by specifying them in the URL

Parameter

Required

Description  

agency

true

Agency name

service

false

Service name

Response Params

Following parameters would be received.

Parameter

Expected Result  

Description 

message

{CLOSED / OPEN / EXCEPT / FERIE / NOTHING }_event_name

This messages returns the current status of the business calendar.  In the message, it also returns the name of the event or the shift schedule only when the agency is found to be CLOSED.

event_name

string

Name of the shift schedule. This is a label assigned to each new shift schedule that is created in CCAdmin Business Calendars module. This helps in creating multiple shift schedules for an agency with different schedule names. For instance, define separate shift timings for winters and summers.

Sample Success Responses

Following are the possible status messages:

...

  1. {"message":"EXCEPT"}
    This status is returned if the API finds an Exceptional event at the time of the API call.

  2. {"message":"FERIE","holiday_name":"test_holiday"}
    This status is returned if the API finds a holiday for the agency at the time of the API call.

  3. {"message":NOTHING"}
    This status is returned if the API doesn’t find any shift schedule attached with that particular business calendar or if the date range specified with the shift schedule does not match.


Easy Announcements

An easy announcement is one or a group of UCCX prompts which are played on the IVR to callers calling from a specific region and on a particular Dialed Number (DN) during a particular period of time.

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  • General: For all general announcements such as promotions, incidents/outages. 
  • Holiday: To play public holidays on the IVR
  • Working: To insert or play business working hours

Get GENERAL Announcements

This API is used to get announcement(s) of type “General”. 

HTTP Method

GET           

URI

http://<adminpanel-server>:<port>/eabc/generalAnnouncement/getAnnouncements?dn={?}&ani={?}&placeHolder={?}

Content Type

Application/JSON 

HTTP Success Code

200

HTTP Failure Code

404,405

Request Params

Following parameters should be sent in the request URL

Parameter

Required

Description  

DN

true

Directory Number. This the dialed number of the help line (or CCX trigger) on which the announcement should be played. 

ANI

true

Calling number of the customer, along with the number prefix. This prefix is then used to filter announcements based on the caller region.

placeHolder

false

A label or tag that is used to filter the announcement on the IVR. For instance, use the placeholder with the CSQ name to play a prompt on a particular queue node.

Response Params

Following table lists the responsible parameters that would be returned in the call to the API.

Parameter

Expected Result  

Description 

prompts

Comma Separated String

This is the list of prompts associated with the announcement

announcementDetails

Array(s) of string

This gives the details of an easy announcement, including id, name and prompts string within the easy announcement. 

Sample Success Response

{

"prompts":"incident.wav,goodbye.wav"

...

"status":{"enumType":"org.springframework.http.HttpStatus","name":"OK"},"message":"Request Completed Successfully."

}

Get Service Status Announcements

This API call is used to get the status of a contact center service (DN). First, it checks if it is a Holiday on the service and returns a holiday announcement. If not found, it checks if the service is active and currently Working. To define/play working hours of a service, create an announcement of type Working in Easy Announcements module.

HTTP Method

GET                 

URI

http://<adminpanel-server>:<port>/eabc/serviceStatus/getAnnouncements?dn={?}&ani={?}&placeHolder={?}

Content Type

Application/JSON 

HTTP Success Code

200

HTTP Failure Code

404,405

Request Params

Following parameters should be sent with the request URL

Parameter

Required

Description  

DN

true

Directory Number. This the dialed number of the help line (or CCX trigger) on which the announcement should be played. 

ANI

true

Calling number of the customer, along with the number prefix. This prefix is then used to filter announcements based on the caller region.

placeHolder

false

A label or tag that is used to filter the announcement on the IVR. For instance, use the placeholder with the CSQ name to play a prompt on a particular queue node.

Response Params

Following table lists the responsible parameters that would be returned in the call to the API.

Parameter

Expected Result  

Description 

service_status

ACTIVE / NOT_ACTIVE

  1. ACTIVE: This means that the service is active and API call time falls under the opening hours of the service. 
  2. NOT_ACTIVE: This means that either the service is closed or it is a holiday. 

error_code

0 / 1 

  1. 0: This means that the service processed successfully and the contact center is ACTIVE. 
  2. 1: This means that one of the following is true:
    1. The service is closed,
    2. It is a holiday.
    3. An error occurred in servicing the request.

prompts

Comma Separated String

This is the list of prompts associated with the announcement. A working announcement can or cannot have audio prompts associated with it.

type

Working/ Holiday/ Nothing

  1. Working: If a Working announcement is found
  2. Holiday: If a Holiday is found
  3. Nothing: Neither holiday nor working announcement is found

announcementsDetails

Arrays of string

This gives the details of an easy announcement, including id, name and prompts string within the easy announcement. 

Sample Success Response

{

             “service_status”:”NOT_ACTIVE”

...

"status":{"enumType":"org.springframework.http.HttpStatus","name":"OK"},"message":"Request Completed Successfully."

}

Get Regions

This API call is used to get the region of a Customer Number (ANI). First, it checks If ANI is provided to get the region then returns region against specific ANI. If not found, It will ask to provide correct ANI which is required to get region of customer.

HTTP Method

GET                 

URI

http://<adminpanel-server>:<port>/eabc/region/getRegion?ani={?}

Content Type

Application/JSON 

HTTP Success Code

200

HTTP Failure Code

404,406

Request Params

Following parameters should be sent with the request URL

Parameter

Required

Description  

ani

true

Calling number of the customer,which is then used to return region.

Response Params

Following table lists the responsible parameters that would be returned in the call to the API.

Parameter

Expected Result  

Description 

name

String

Name of region against specific ANI.

status

HTTP Status

API Response Code (i:e 200, 404, 406)

Sample Success Response

{

    "name": "Any",

    "status": {

...

        "name": "OK"

    }

}

Callers

Callers are added in particular caller lists in CCAdmin Caller Lists module, to get specific treatment on the IVR. As soon a calls comes in, the UCCX scripting engineers are supposed to call the following APIs to get the caller list to which a caller belongs. 

Based on the response, customized IVR treatment can be provided to the caller. For instance, give an IVR bypass or route the call to an expert queue if a caller is a VIP or GOLD customer.

Get caller

This is the REST API call to check if a particular caller exists in the specified caller list. The response also returns the audio prompts associated with the caller list if there exists any. 

...

HTTP Method

GET

URI

http://<adminpanel-server>:<port>/eabc/callerInList/getCallerInLists?callingNumber={?}&listName={?}

Content Type

Application/JSON 

HTTP Success Code

200

HTTP Failure Code

404,405

Request Params

Following parameters would be sent  in the request URL

Parameter

Required

Description  

callingNumber

true

This is the number of the caller. 

listName

false

The name of the caller list to check if the caller exists in this list.

Response Params

Following table lists the responsible parameters that would be returned in the call to the API.

Parameter

Expected Result  

Description 

callerExist

true/false

True - if caller exists in the given list name

False - if list name not specified or caller doesn’t exist in the given list

files

List of objects and each object contain list name and file attributes

listName - name of the list in which the given caller exist

files - comma separated prompt files

Sample Success Response

 {

    "callerExist": false,

...