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. 

The structure of the URL is

http://<st-server>:<port>/eabc/<object>/<instanceId>

Supported Operations

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.

Get Service Status (of business calendars)

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

The Service Status API for business calendars allows to retrieve business shifts for an Agency or a site. An Agency could be a site, a contact center or a specific CSQ which can have its own shift timings and public holidays. 

The Service Status API checks the status of a calendar, i.e. if the agency is Opened, Closed, has a Holiday or an Exceptional opening or closing. 

The order in which the API checks  the status is the following:
Based on the date/time of the API call, it first checks if there is an Exceptional event (exceptional opening/closure). Then queries to see if there is a Holiday.  If no exceptional or holiday event is found, it returns OPENED, CLOSED or NOTHING based on the defined shift schedule. 

Request Params

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

Response Params

Following parameters would be received.

Sample Success Responses

Following are the possible status messages:

1. {"message":"CLOSED_winter","event_name":"winter"}

This message is returned if the site is closed and there are no opened shifts at the time of the call. This assumes that there is at least one shift schedule present in the system but the time of the shifts does not match to the time of the API call. 

In this case, the API returns the event name along with the message status.

1. {"message":"OPEN","event_name":"winter"}

This message is returned if a shift is opened at the time of the API call. In this case, the API sends only the message status without the schedule name associated to it.

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.

Following are the available announcement types: 

• 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”. 

Request Params

Following parameters should be sent in the request URL

Response Params

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

Sample Success Response

{

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

,"announcementsDetails":

[

{"announcementId":"51","announcementName":"Outage","prompts_list":["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.

Request Params

Following parameters should be sent with the request URL

Response Params

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

Sample Success Response

{

             “service_status”:”NOT_ACTIVE”

             Error_code:1,

             “type”:”HOLIDAY”, 

"prompts":"holiday.wav,goodbye.wav",

"announcementsDetails":

[

{"announcementId":"71","announcementName":"Holiday","prompts_list":["holiday.wav","goodbye.wav"]}

],

"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.

Request Params

Following parameters should be sent with the request URL

Response Params

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

Sample Success Response

{

    "name": "Any",

    "status": {

        "enumType": "org.springframework.http.HttpStatus",

        "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. 

The prompts returned are then played to the caller on the IVR. For instance, play a prompt to a malicious caller and drop the call straight away.

Request Params

Following parameters would be sent  in the request URL

Response Params

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

Sample Success Response

 {

    "callerExist": false,

    "files": [

        {

            "listName": "ListA",

            "files": "Prompt 1.wav,Prompt2.wav"

        },

        {

            "listName": "ListB",

            "files": "Prompt 1.wav,Prompt2.wav"

        }

    ],

    "status": {

        "enumType": "org.springframework.http.HttpStatus",

        "name": "OK"

    },

    "message": "Request Completed Successfully."

}

KPI:

This API is used to search KPI on the base of DN.

Parameters:

The api takes one parameter. Which is “DN” and it is required. 

Sample Result parameters

Example:

{

    "Message": "Displaying the Kpis and values related to dial number",

    "kpi": [

        {

            "kpi": {

                "id": 6,

                "name": "TEA_115",

                "description": null,

                "code": "1151"

            },

            "value": "240"

        }

    ]

}

This API is used to check the list of available KPI Services

Parameters:

The api takes one parameter. Which is “max” and it is optional. 

Sample Result parameters

Example:

[

    {

        "id": 1,

        "name": "service_KPI",

        "description": "Adding more KPI services",

        "value": "111",

        "kpi": {

            "id": 2,

            "name": "Add_KPI",

            "description": "Adding more KPIs",

            "code": "123"

        },

        "dialNumbers": [

            "12",

            "12345678"

        ]

    }

]