API Documentation Downloads FAQ Forum. The phone number for Caller ID on callback. Delay in seconds before callback happens once contact is accepted

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1 Sign In API Documentation Downloads FAQ Forum Home» API» Patron API PATRON API - V8.0 The Patron Services API is a collection of API calls that can be used to create patron-facing applications. A few examples may be: Mobile application that allows a patron to request a call back at a future time Web site that allows users to request a live chat session with an agent Applications or services that create "work items" to be routed in the incontact system (such as routing trouble tickets or sales opportunities from a web request, or from a process that is monitoring a CRM system.) Resources Visit the incloud App Showcase Interested in becoming an incloud Developer partner? Enter Search term... General Requirements To use any of the incontact APIs in your application, you must have an API authentication token from the token service. See the API authentication token tutorial for information on what type of token is needed for your application and the getting started tutorial to get to know how to get an API authentication token. Callback : Callback API Show/Hide List Operations Expand Operations POST /queuecallback Request an immediate callback This method allows you to request that a callback be made "immediately" (i.e. as soon as an agent is available to call back). The callback request is placed in the queue for the designated skill, and will be routed in order a with other calls that are in that queue. phonenumber (required) The phone number to call. Use "+" followed by country code for international numbers callerid calldelaysec skill targetagent prioritymanagement initialpriority acceleration The phone number for Caller ID on callback Delay in seconds before callback happens once contact is accepted ID for skill to queue the call against if wanted ID for Agent to queue the call for. If included will override the skill parameter DefaultFromSkill means skill manages priority change, Custom means the values in this API manage priority change Initial priority, default value is "0" Rate to accelerate priority, default value is "0". Increases each second by (acceleration/60)

2 maxpriority sequence ziptone screenpopsrc screenpopurl timeout Maximum value priority can accelerate to, default value is "0" String that is converted to speech and played to agent before patron is dialed BeforeSequence or AfterSequence will play a tone to agent before or after speech. NoZipTone prevents a tone Defines how to open a URL for the agent in the default browser. DefaultFromSkill opens the skill in central, UseOnPageOpen, Custom uses the URL passed by "screenporurl" URL to be used if "screenpopsource" is set to Custom Time in seconds the callback should remain active POST /promise Schedule a callback This method allows you to schedule a call back for a future time. The main difference between this and /queuecallback is that the queuecallback action starts an active contact and places it in the queue (skill or agent) selected. It will be treated as if it were a live call from a patron as it is processed. The /promise method simply creates a reminder for someone (skill or agent) to place an outbound call at a specific time in the future. firstname (required) The first, or given, name of the patron to be called back lastname (required) The last name, or surname, of the patron to be called back phonenumber (required) The phone number to call. Use "+" followed by country code for international numbers skill (required) The outbound phone skill with which to place the call. If you specify both skill and targetagent then targetagent takes precedence. Both the targetagent and skill must be included. If you intend to queue the callback to a skill (i.e. route the callback to any available agent with that skill), the targetagent value must be "" (empty )

3 targetagent must be "" (empty ) "skill" must be a valid outbound skill ID (not a skill name) The agent to which to queue the callback. Both the targetagent and skill must be included. If you intend to queue the callback to a skill (i.e. route the callback to any available agent with that skill), the targetagent value must be "" (empty ). "targetagent" must be a valid ID of an active agent (not an agent username) promisedate (required) The ISO 8601 date the callback should occur date-time promisetime notes timezone HTTP Status Code Reason 400 Skill Or Agent Required First Name Required Last Name Required Phone Number Required Promise Date Required Invalid Time Zone Promise Date In Past The ISO 8601 time the callback should occur Any callback notes that should be displayed to the agent when the callback is routed Timezone for the callback request date-time ChatRequests : (Updated in v8.0) Chat Client API Show/Hide List Operations Expand Operations POST /contacts/chats Starts a chat session This method should be used to request a chat session on behalf of a Patron. A contact will be created and queued to the Skill associated with the Point Of Contact identified by pointofcontact. NOTE: Starting multiple Chats with the same Point of Contact GUID will not allow the chat sessions to interact with each other. Each call of this method creates independent chat sessions that will be routed and handled separately even if they are sent to the same Point Of Contact. Response Class (Status 202) Model Model Schema Chat { chatsession (, optional): Session ID that should be used in calls to the SendText, GetText, and EndChat methods Response Content Type application/json

4 pointofcontact (required) The GUID of the Chat Point of Contact that should be used to start the chat fromaddress chatroomid parameters A indicating the party that initiated the chat Optional chat room ID of an existing chat session to join An optional list of parameter values to be passed to the POC script Array[] Parameter content type: application/json HTTP Status Code Reason 400 Invalid Point of Contact Invalid Chat Room DELETE /contacts/chats/{chatsession Ends an active chat session Ends the chat identified by {chatsession. Response Class (Status 200) Model Model Schema endchatobject { errordescription (, optional): If there is an error, the response body will contain a detailed description Response Content Type application/json chatsession (required) Session ID that should be used in calls to the SendText, GetText, and EndChat methods 404 Invalid Chat Session GET /contacts/chats/{chatsession Gets any inbound chat text from an active chat session Returns the chat posts associated with an active chatsession and returns the chatid needed to retrieve subsequent posts.

5 NOTE: The ChatId that is returned by this call must be used in the "next" call to retrieve chat text posts. If you do not use the new chatid in your next call, the API will return a stranscript of all of the Each request to retrieve chat text returns a new chat ID that should be used in the subsequent call. For example, when a chat is started, a chat ID of "ewpudxdbrnjnaefktlq0anbyqitery83n01sa2f1vzh3t1fonju0rugrm04=" might be returned. After URL encoding it, you would use this in a call to retrieve chat texts: GET /chats/ewpudxdbrnjnaefktlq0anbyqitery83n01sa2f1vzh3t1fonju0rugrm04%3d This call would return a chat object with a new ID: { "ChatSession":"eWpudXdBRnJNaEFKTlQ0anBYQitERy83N01Sa2F1VzhWTkhsYnkwZkdSbFg=", "Messages":[ {"Label":"label", "MessageText":"text", "Timestamp":" T14:55:60Z" ] You would use this new session ID (URL encoded) in the next call to retrieve chat texts: GET /chats/ewpudxdbrnjnaefktlq0anbyqitery83n01sa2f1vzhwtkhsynkwzkdsbfg%3d Response Class (Status 200) Model Model Schema ChatMessages { chatsession (, optional):, messages (Array[singleReturnMessage], optional): singlereturnmessage { Label (, optional):, PartyTypeId (, optional):, PartyTypeValue (, optional):, Text (, optional): Content of the message text, Timestamp (date, optional): Time that message text was sent Response Content Type application/json chatsession (required) Session ID from previous GetText or StartChat methods timeout (required) Value must be between 0-60 seconds HTTP Status Code Reason 204 No Messages 400 Invalid Timeout. Value must be between Session Ended Invalid Chat Session POST /contacts/chats/{chatsession/send-text Sends a text to members of the chat session Posts the provided in "message" to the chat contact identified by {chatsession. A single post can be passed as a parameter in the URI query. If no agent has accepted the chat request and you use this method to send a text, you will receive a 200 "No Party Listening" response and the text will not be sent.

6 This method sends the text typed into the chat interface as the Patron is typing it and before they have hit the enter key. This functionality must be enabled on the Chat Skill as defined in Central. chatsession (required) Session ID that should be used in calls to the SendText, GetText, and EndChat methods label (required) Text used to label the message when viewed by the recipient message (required) The literal text to send to the recipient(s) HTTP Status Code Reason 200 No Party Listening 400 Invalid Chat Room No Label Provided No Message Provided 404 Invalid Chat Session Session Ended POST /contacts/chats/{chatsession/typing ***(New in v8.0)*** Notify Agent Patron is Typing Use this API method to indicate to an Agent in a chat session that the Patron is typing a response or has entered the response in the session. chatsession (required) A chat session ID obtained when chat is started istyping istextentered 404 Invalid chatsession Id. 409 Invalid state. Indicates the Patron has started typing Indicates the Patron has entered a response boolean boolean POST /contacts/chats/{chatsession/typing-preview ***(New in v8.0)*** Sends Agent a Chat Preview

7 This functionality must be enabled on the Chat Skill as defined in Central. chatsession (required) A chat session ID obtained when chat is started previewtext 200 No Party Listening 400 Invalid Chat Room Text that has been entered by the Patrin in the chat interface boolean 403 Security privileges prevent access to data 404 Invalid Chat Session Session Ended 409 'Show Patron Typing Preview' is disabled for the skill WorkItem : Work Item API Show/Hide List Operations Expand Operations POST /interactions/work-items Create a new work item Creates a work item and launches the Point of Contact script for the named point of contact. The Point of Contact is different from other APIs in that rather than using the GUID in Central, it must be in the format of ID - Name, for example workitempoc. pointofcontact (required) The point of contact that you want to handle this work item. workitemid A user-defined unique ID for this work item. workitempayload The data for this work item workitemtype from A user-defined type for this work item. A user-defined description of the work item's origin. 400 Point of contact is not valid for this business unit. 403 Forbidden

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