Cisco Unified Contact Center Enterprise Developers Guide Release 9.0(x)

Transcription

1 Cisco Unified Contact Center Enterprise Developers Guide Release 9.0(x) First Published: June 15, 2012 Last Modified: May 15, 2014 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax: Text Part Number: 0

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) 2014 Cisco Systems, Inc. All rights reserved.

3 CONTENTS CHAPTER 1 Change Log 1 CHAPTER 2 API Conventions 3 Access 3 General Usage 4 Pagination 7 Search API 8 Sort API 10 Asynchronous API 13 Create 13 Update 14 Delete 15 Values 15 Use Case 15 Exceptions 18 CHAPTER 3 Precision Routing and Web Service API 19 Web Service API Security Framework 19 CHAPTER 4 Active Directory Domain APIs 21 Active Directory Domain Get 21 CHAPTER 5 Agent 23 Agent Precision Queue Membership 23 Agent Get 24 Agent List 27 Agent Update 28 0 iii

4 Contents CHAPTER 6 Attribute 31 Attribute Create 31 Attribute Get 32 Attribute List 33 Attribute Update 33 Attribute Delete 34 CHAPTER 7 Bucket Intervals 37 Bucket Intervals List 37 Bucket Intervals Create 38 Bucket Intervals Get 40 Bucket Intervals Update 40 Bucket Intervals Delete 42 CHAPTER 8 Congestion Control API 45 Congestion Control API Parameters 45 Congestion Control Get 46 Congestion Control Update 46 CHAPTER 9 Deployment Type Info API 49 Deployment Type Info API Paramenters 49 Deployment Type Info Get 50 Deployment Type Info Update 51 VM Validation 54 CHAPTER 10 Precision Queue 57 Precision Queue Create 58 Precision Queue List 63 Precision Queue Get 64 Precision Queue Update 65 Precision Queue Delete 69 CHAPTER 11 Skill Group API 71 Skill Group Get 71 iv 0

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7 CHAPTER 1 Change Log This section notes the new and changed information in the following release: ICM9.0(4)_ES21. New APIs Skill Group API, on page 71 The administrator and supervisor access parameters have been defined in the new section, Access, on page 3. Updated APIs Agent, on page

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9 CHAPTER 2 API Conventions Access, page 3 General Usage, page 4 Pagination, page 7 Search API, page 8 Sort API, page 10 Asynchronous API, page 13 Access Administrator Access The following API is not available for administrators: Skill Group API, on page 71 The following API allows update with restrictions: Agent API: When updating an agent, administrators can only change the agentattributes parameter. Supervisor Access The following APIs are read only: Attribute, on page 31 Skill Group API, on page 71: Supervisors can only see skill groups that are on their peripheral. The following API allows update with restrictions: 0 3

10 General Usage API Conventions Agent API: Supervisors can only see and update agents who are on their teams. When updating an agent, supervisors can only change the following parameters: skillgroups defaultskillgroup agentattributes password General Usage Object ID <id> Object ID <id>: Using http POST to create all objects generates an id for the object. The DELETE, GET, and PUT operations for these objects are performed using the object ID in the REST URL. For example: Use this URL to view results for a specific bucket interval: Use this URL to delete a bucket interval: Use the List(GET) function to identify the object IDs. <results> <pageinfo>... </pageinfo> <bucketintervals> <bucketinterval>...</bucketinterval> <bucketinterval>...</bucketinterval> </bucketintervals> </results> changestamp A changestamp is a required parameter for the body of a PUT (update) operation for objects. If you do not provide a changestamp, the update fails. This mechanism is in place so that two clients cannot edit the record at the same time. If the update is successful, the database increments the changestamp by 1. Passwords For security, the APIs do not return passwords in cleartext. Password elements are masked (******). 4 0

11 API Conventions General Usage HTTP Responses All errors are returned as HTTP 1.1 Status Codes. The common codes used by the Unified CCE Developers Guide APIs are: 200 OK: Success. 201 Created: The requested item was created. 202 Accepted: The request was accepted. Generally, a URL is provided to obtain additional details, for example, for polling the OAuth status. 400 Bad Request: The request is invalid. Information returned in the ApiErrors message example below shows more details. 401 Unauthorized: The authentication credentials were not supplied or were incorrect. 404 Not Found: The URI requested does not exist on the server. 405 Method Not Allowed: The method specified in the Request-Line is not allowed for the resource identified by the Request-URI. 500 Internal Server Error: There is a problem on the server. Submit a post to the Unified CCE Developers Guide Forum explaining what you did and the response sent from the server. Field specific and database errors are provided in an XML error message with the format: <apierrors> <apierror> <errortype>type of Error</errorType> <errordata>field Error Occurred</errorData> <errormessage>a of the Error</errorMessage> <errordetail>extra information about the Error</errorDetail> </apierror> <apierrors> ErrorDetail Examples An example of an errordetail field for an error type such as invalidinput.outofrange is as follows: <errordetail> <min>0</min> <max>5</max> </errordetail> An example of an errordetail field for error types such as invalidinput.fieldlengthexceeded, limitexceeded.expandedcallvariablesize, and limitexceeded.totalexpandedcallvariablesize is: <errordetail> <max>5</max> </errordetail> Note The above list of error types is not a comprehensive list and is given only as an example. ErrorDetail References Errors of type referenceviolation include the following kinds of error detail fields, for example: totalcount, totalshown, referencetype, name, refurl, id, and deleted. 0 5

12 General Usage API Conventions For example, if you try to delete a bucket interval that is referenced by a call type, the error details look like this: <errordetail> <totalcount>1000</totalcount> <totalshown>5</totalshown> <referencetype>attribute</referencetype> <references> <reference> <name>attribute1</name> <refurl>/unifiedconfig/config/attribute/5000</refurl> </reference> <reference> <name>attribute2</name> <refurl>/unifiedconfig/config/attribute/5001</refurl> </reference> <reference> <name>attribute3</name> <refurl>/unifiedconfig/config/attribute/5002</refurl> </reference> <reference> <name>attribute4</name> <refurl>/unifiedconfig/config/attribute/5003</refurl> </reference> <reference> <name>attribute5</name> <refurl>/unifiedconfig/config/attribute/5004</refurl> </reference> </references> </errordetail> ErrorDetail Script References For items that are referenced by the script editor, the following detail fields are included for each Master_Script entry: name, ID, and versions. API Behavior For any field except list elements, you can specify the same attribute more than once. However, the API takes the last attribute that you specify for that field. For example, if you create an Agent using the following XML: <agent> <agentid>00370</agentid> <description>bling</description> <person> <firstname>fred</firstname> <firstname>bill</firstname> <lastname>smithx</lastname> <loginname>fsmithax</loginname> <password>freddieboy</password> <loginenabled>true</loginenabled> <changestamp>0</changestamp> </person> </agent> Notice that <firstname> is specified twice: <firstname>fred</firstname> <firstname>bill</firstname> The API takes the second <firstname> attribute and sets the Agent's first name to: bill Be aware that this type of behavior is common to all the APIs. 6 0

13 API Conventions Pagination Pagination The Pagination of the API provides information about how many objects are in the database, as well as pointers to the first, last, previous, and next page of items, if available. This section outlines the Pagination parameters, shows a sample response, and describes the fields that are returned in the response. It also provides important notes about Pagination. Parameters The following table shows the Pagination parameters that you can set. Table 1: Parameter name startindex resultsperpage Explanation Specifies the index of the element, at which to start. Specifies the number of elements to retrieve. Notes Zero-based: 0 is the first element. DEFAULT = 0. MIN=1. DEFAULT=25 MAX=100. Note The following is an example of how to use the Pagination parameters when listing a specific element type: Response The following shows an example XML response: <pageinfo> <resultsperpage>5</resultsperpage> <startindex>0</startindex> <totalresults>10</totalresults> <firstpage> sort=name%20asc&resultsperpage=5</firstpage> <lastpage> sort=name%20asc&startindex=8&resultsperpage=5</lastpage> <prevpage/> <nextpage> <sortterm>name asc</sortterm> </pageinfo> <bucketintervals> <bucketinterval/> <bucketinterval/> </bucketintervals> Response Fields The following table shows the fields that are returned in the response. 0 7

14 Search API API Conventions Field totalresults resultsperpage startindex nextpage prevpage firstpage lastpage searchterm sortterm Total number of elements in the database. Number of items requested per page. The index of the first element returned. refurl to next page. refurl to previous page. refurl to first page. refurl to last page. String value. String value. Example <totalresults></totalresults> <resultsperpage></resultsperpage> <startindex></startindex> <nextpage></nextpage> <prevpage></prevpage> <firstpage></firstpage> <lastpage></lastpage> <searchterm></searchterm> <sortterm></sortterm> Important Notes The following is a list of caveats and important notes about Pagination. If you request a startindex that is greater than total items, a full last page is returned. The lastpage should always return a full last page. The firstpage should always return a full first page (starting at 0). The nextpage is null if there is no nextpage (on last page). The prevpage is null if there is no prevpage (on first page). Search API This section provides an overview of Search API, defines the search parameter, shows a search example, and outlines the default search values for existing configuration objects. Overview The various list API commands take an optional search parameter, which limits returned results to the configuration objects that match the search string. The parameter is: q=<search_string> You can perform a search on a predefined set of default fields for each configuration object. Typically, this is the name and description field, or the object's equivalent. 8 0

15 API Conventions Search API Search is subject to the following restrictions: Case-insensitive. The search is case insensitive. Searching for att.0001 or ATT.0001 will yield the same results String-only searches. Sql wildcards are not supported. "?", "*" and other wildcards are not supported. The <search_string> will match any part of the default fields. The lookup looks for the <search_string> as part of the searchable items. i.e. if you have attributes named as LocationBoston, LocationBoulder, LocationLondon; the search query will return all 3 attributes in the result. The search query will return attributes with names LocationBoston and LocationBoulder in results. The <search_string> is treated as a single string. The <search_string> will match on any of the default fields returning that record. Consider a scenario where you have an attribute named "LocationMktBoston" with the description being "This tells if the marketing agent is located in Boston". A search query such as will return this attribute. The search criteria are applied before the pagination parameters, so that pagination's totalresults value lists the total number of elements in the database that meet the search criteria. Example For example, a search for all the Attributes whose name or description contains supervisor would be as follows: XML Returned The following XML content is returned when the Search API is called: <results> <pageinfo> <firstpage> </firstpage> <lastpage> </lastpage> <resultsperpage>25</resultsperpage> <searchterm>att.00001</searchterm> <sortterm>name asc</sortterm> <startindex>0</startindex> <totalresults>1</totalresults> </pageinfo> <attributes> <attribute> <changestamp>1</changestamp> <refurl>/unifiedconfig/config/attribute/5000</refurl> <datatype>4</datatype> 0 9

16 Sort API API Conventions <defaultvalue>1</defaultvalue> <description>xxxxy</description> <name>att.00001</name> </attribute> </attributes> </results> Note If you include Sort, a <sortterm> tagged value is returned. Default Search Values The table below shows the default search values for existing configuration objects. Configuration object bucketintervals Default search value name agent name description attribute name description precisionqueue name description Sort API This section provides an overview of Sort API, defines the sort parameter, shows a sort example and the allowable sort attributes, and discusses error results. Overview You can sort list API results for each configuration object, in either an ascending or descending manner. The parameter is: sort=<attributename> [asc desc], where: attributename is the name of the field as returned in the XML and is case-sensitive. asc desc are optional and case-insensitive. asc stands for ascending sort, which is the default. desc stands for descending sort. 10 0

17 API Conventions Sort API Note Only the first sort argument on a GET query string is used to perform the sort operation. The others are ignored. The sort option is applied after the search parameter and before the pagination parameters. The sort option can be specified by itself. The default sort field is the name field or equivalent. Strings are returned in linguistic sort order. For example, Alpha, abel, Beta, bagel is sorted as: abel Alpha bagel Beta fields are sorted in integer order, not linguistic order. For example: 6, 12, 100 is sorted as 6, 12, 100. Example For example, to find all the Attributes whose name or description contains supervisor, and to sort ascending by name: And, to find all the DialedNumbers and sort descending by description: desc XML Returned The following XML content is returned when the Search API is called: <results> <pageinfo> <firstpage> </firstpage> <lastpage> </lastpage> <resultsperpage>25</resultsperpage> <searchterm>att.0000</searchterm> <sortterm>name asc</sortterm> <startindex>0</startindex> <totalresults>9</totalresults> </pageinfo> <attributes> <attribute> <changestamp>1</changestamp> <refurl>/unifiedconfig/config/attribute/5000</refurl> <datatype>4</datatype> <defaultvalue>1</defaultvalue> <description>xxxxy</description> <name>att.00001</name> </attribute> <attribute> <changestamp>0</changestamp> <refurl>/unifiedconfig/config/attribute/5001</refurl> <datatype>4</datatype> <defaultvalue>1</defaultvalue> <description>xxxxx</description> 0 11

18 Sort API API Conventions <name>att.00002</name> </attribute> <attribute> <changestamp>0</changestamp> <refurl>/unifiedconfig/config/attribute/5002</refurl> <datatype>4</datatype> <defaultvalue>1</defaultvalue> <description>xxxxx</description> <name>att.00003</name> </attribute> <attribute> <changestamp>0</changestamp> <refurl>/unifiedconfig/config/attribute/5003</refurl> <datatype>4</datatype> <defaultvalue>1</defaultvalue> <description>xxxxx</description> <name>att.00004</name> </attribute> </attributes> </results> Note For sort only commands, the <searchterm> is not returned. Allowable Sort Attributes The table below shows the allowable sort attributes for existing configuration objects. Configuration object bucketintervals Allowable sort attributes name (default) upperbound1-9 agent description supervisor agentid agentstatetrace person.username person.firstname person.lastname person.loginenabled attribute name (default) description datatype defaultvalue 12 0

19 API Conventions Asynchronous API precisionqueue name (default) description Error Results Specifying an invalid sort field or sort option (asc desc) or too many parameters in the sort request results in an apierror being returned with ErrorType set to invalidinput.badsortfield. For example, the sort parameter: sort=name asc extra results in the following apierror: <apierrors> <apierror> <errortype>invalidinput.badsortfield</errortype> <errordata>name asc extra</errordata> <errormessage>... </errormessage> </apierror> </apierrors> Asynchronous API Create This section explains how to make an asynchronous (async) call and outlines the expected responses. It describes the three supported operations for this API: create, update, and delete. The section also provides four use cases, and explains the exceptions returned and the conditions under which they are returned. The examples shown describe how to use the async feature to create an Attribute. Syntax URL: HTTP Method: POST Response If a request is successfully put on the queue for processing that is, if it has passed the validation check before getting on queue the result is the HTTP Response 202 Accepted with the following Location URL in the header, for polling the status of the request: URL: And, the following XML content is returned: <results> <pageinfo> <firstpage> </firstpage> <lastpage> </lastpage> <nextpage> 0 13

20 Update API Conventions </nextpage> <resultsperpage>25</resultsperpage> <sortterm>name asc</sortterm> <startindex>0</startindex> <totalresults>10000</totalresults> </pageinfo> <attributes> <attribute> <changestamp>1</changestamp> <refurl>/unifiedconfig/config/attribute/5000</refurl> <datatype>4</datatype> <defaultvalue>1</defaultvalue> <description>xxxxy</description> <name>att.00001</name> </attribute> <attribute> <changestamp>0</changestamp> <refurl>/unifiedconfig/config/attribute/5001</refurl> <datatype>4</datatype> <defaultvalue>1</defaultvalue> <description>xxxxx</description> <name>att.00002</name> </attribute> <attribute> <changestamp>0</changestamp> <refurl>/unifiedconfig/config/attribute/5002</refurl> <datatype>4</datatype> <defaultvalue>1</defaultvalue> <description>xxxxx</description> <name>att.00003</name> </attribute> <attribute> <changestamp>0</changestamp> <refurl>/unifiedconfig/config/attribute/5003</refurl> <datatype>4</datatype> <defaultvalue>1</defaultvalue> <description>xxxxx</description> <name>att.00004</name> </attribute> </attributes> </results> Exceptions See Exceptions. Update Syntax URL: HTTP Method: PUT Response If a request is successfully put on the queue for processing that is, if it has passed the validation check before getting on queue the result is the HTTP Response 202 Accepted with the following Location URL in the header, for polling the status of the request: URL:

21 API Conventions Delete And, the following XML content is returned: <asyncresult> <progress>in_queue</progress> </asyncresult> Exceptions See Exceptions. Delete Syntax URL: HTTP Method: DELETE Response If a request is successfully put on the queue for processing that is, if it has passed the validation check before getting on queue the result is the HTTP Response 202 Accepted with the following Location URL in the header, for polling the status of the request: URL: And, the following XML content is returned: <asyncresult> <progress>in_queue</progress> </asyncresult> Exceptions See Exceptions. Values The table below shows the values for <progress> in the returned XML content: Value IN_QUEUE IN_PROGRESS The request passed validation and capacity checks and was put on the queue. The request has been taken off the queue and is being processed. Use Case For further explanation, this section provides four use cases. 0 15

22 Use Case API Conventions Table 2: I) Create (Success) 1) User sends an asynchronous request to create an Attribute. 2) System validates the request and puts it in queue and returns the following: Example request: Accepted status with progress of IN_QUEUE; and with a URL in the location header that can be polled for further status information. Example URL for polling: 3) User polls the status using the provided URL: 4) Depending on timing, as this is a very short state, the system may return the following status to indicate that the request has been taken out of queue and is being processed: 5) User polls the status again using the previously provided URL: Accepted status with progress of IN_PROGRESS. 6) System returns the following status to indicate the Call Type was created successfully: 201 Created status with a refurl of Table 3: II) Update (Success) 1) User sends an asynchronous request to update an existing Attribute. 2) System validates the request and puts it in queue and returns the following: Example request: <server>/unifiedconfig/config/attribute/<id>?async=true 202 Accepted status with progress of IN_QUEUE; and with a URL in the location header that can be polled for further status information. Example URL for polling: 3) User polls the status using the provided URL:

23 API Conventions Use Case 4) System returns a 200 OK status to indicate the Call Type was updated successfully. Table 4: III) Delete (Success) 1) User sends an asynchronous request to delete an existing Call Type object. 2) System validates the request and puts it in queue and returns the following: Example request: Accepted status with progress of IN_QUEUE; and with a URL in the location header that can be polled for further status information. Example URL for polling: 3) User polls the status using the provided URL: 4) System returns a 200 OK status to indicate the Attribute was deleted successfully. Table 5: IV) Create (Failure) 1) User sends an asynchronous request to create an Attribute. 2) System validates the request and puts it in queue and returns the following: Example request: Accepted status with progress of IN_QUEUE; and with a URL in the location header that can be polled for further status information. Example URL for polling: 3) User polls the status using the provided URL: 4) Depending on timing, as this is a very short state, the system may return the following status to indicate that the request has been taken out of queue and is being processed: Accepted status with progress of IN_PROGRESS. 0 17

24 Exceptions API Conventions 5) User polls the status again using the previously provided URL: 6) System returns the following status to indicate that the system capacity has been exceeded for Attribute: Bad Request, with error text. Exceptions This section explains the exceptions returned and the conditions under which they are returned: Exceptions: Tasks that cannot be put on the queue due to max capacity return an HTTP status code of 503, with an API error indicating the queue is full. If a task reaches its max time in queue of 30 seconds, it is removed from the queue. On the next poll for the status of this task, an HTTP status code of 503 is returned, with an API error indicating timed out. 18 0

25 CHAPTER 3 Precision Routing and Web Service API Precision Routing is a feature available with Cisco Unified Contact Center Enterprise (Unified CCE), Release 9.0. Precision Routing provides multidimensional routing with simple configuration, scripting, and reporting. Agents are represented through multiple attributes with proficiencies. You can use a combination of attributes to create multidimensional precision queues. Using Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent that best matches the precise needs of the caller. To configure Precision Routing, you can use a user interface or you can use Web Service REST API. This document describes how to use Web Services API. To implement Precision Routing using the user interface, see either the online help or the Precision Routing DocWiki at: Routing_Release_9.0(1). Web Service API You can use Web Service REST API to create, delete, update, and read operations on Precision Routing objects. You can access the APIs over HTTP using REST through POST, GET, PUT, and DELETE requests. The input format is XML for all API calls other than GET and DELETE. All output is provided as XML when there is a response other than the HTTP headers. The descriptions of the commands detail which commands accept which format. Note XML is case-sensitive. When XML data is sent to the server, the tag names must match the same case. For example, <Name> and <name> are two different XML elements. Response See General Usage, on page 4. Web Service API Security Framework, page 19 Web Service API Security Framework What is the Web Service API Security Framework? 0 19

26 Web Service API Security Framework Precision Routing and Web Service API Domain User Authentication To use the web service APIs, domain user authentication is required. The authentication is HTTP basic. Users must use the Unified CCE username and password and must be a member of the Configuration or Setup domain security group. To obtain better performance, user credentials are cached. The default cache time is five minutes. Feature Control Set Validation In general, feature control is a way to prevent Unified CCE users from accessing some or all functionality of Unified CCE software features, including configuration and script modifications. To define users associated with a feature control set, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted. When you enable feature control, the web service APIs validate user access to the feature control set and permit users to make configuration changes. SSL Connection SSL connections are enabled in Web Service API. If the client initiates a Web Service API request from the remote host, the client must use an HTTPS connection. An HTTP connection is permitted for localhost connections only. The Unified CCE server uses a self-signed certificate. Before the client can make an SSL connection to the server, the client must add the Unified CCE server certificate to its truststore file. 20 0

27 CHAPTER 4 Active Directory Domain APIs Use the Active Directory Domain API GET to retrieve a list of Active Directory Domains. Active Directory Domain Get, page 21 Active Directory Domain Get To facilitate the integration of login pages, a list API is available and requires no authentication. This API returns a list of the domains configured in Active Directory that the administrator can log on to. Request URL: HTTP Method: GET XML Response <results> <activedirectorydomains> <activedirectorydomain> <name>boston.com</name> </activedirectorydomain> </activedirectorydomains> </results> Note You can reference no other methods (POST, PUT, DELETE) in this URL. 0 21

28 Active Directory Domain Get Active Directory Domain APIs 22 0

29 CHAPTER 5 Agent Agents respond to contacts from customers. Use the Agent API to list the agents currently defined in the database, and view and edit existing agents. Access to this API is different for supervisors and administrators. For more information, see Access, on page 3. Note You can assign attributes only to agents who are on a Cisco Unified Communications Manager PG. Agent Precision Queue Membership, page 23 Agent Get, page 24 Agent List, page 27 Agent Update, page 28 Agent Precision Queue Membership An agent can be a member of or belong to a combination of up to 50 precision queues and skill groups. That means if you complete an API transaction that results in an agent becoming a member of more than 50 precision queues and skill groups, the transaction fails. A failed transaction can occur under the following conditions: Update an agent If you update the attribute value for an agent and this results in the agent becoming a member of more than 50 precision queues and skill groups, the transaction fails. Create or update a precision queue If you update or create a precision queue that results in an agent becoming a member of more than 50 precision queues and skill groups, the transaction fails. To successfully create the precision queue, you must change the criteria. Note A failed transaction can also occur when you assign skill groups to agents. 0 23

30 Agent Get Agent Agent Get Use the GET API to retrieve an existing agent and associated attributes. Note Creating or deleting agents is not supported via the API or web gadgets in Unified CCE. You can create or delete agents with the Agent Explorer tool found within the Configuration Manager. Syntax URL: HTTP method: GET Agent parameters agentid description agentstatetrace changestamp supervisor peripheral Agent Attribute Data type 11 digit string containing 0 to 9 only True/False True/False Node Node The PeripheralNumber. Each agentid must be unique for each peripheral. The description of this desk setting. Indicates whether the software collects agent state trace data for the agent. Increments when the record changes in the database. Indicates whether the agent is marked as supervisor. Indicates peripheral ID and name. The attributes that have been configured for the agent along with their datatype and value. Additional Parameters The agent API can also return the following additional information: Agent desk settings Person details Supervisor details Skillgroup details and default skillgroup details Agent team details For additional parameter details, see the following sections. Agent Desk Setting Parameters The API can return agent desk settings associated with an agent. 24 0

31 Agent Agent Get Agent desk setting parameters refurl Data type URL RefURL to the AgentDeskSettings object Agent Attribute Parameters The API can return the attributes associated with an agent. Agent attribute parameters attributevalue description Data type True/False or String The value of the attribute for the agent. Must be convertible to the data type of the attribute. Per agent attribute description. The API can also return the attributes details associated with the attribute. Agent attribute parameters refurl name datatype description Data type String 3 - Boolean or 4 - Proficiency String RefURL to the attribute object. Name of the attribute. Type of attribute. Attribute description. Peripheral Parameters The API always returns the peripheral associated with the agent. Peripheral parameters id name Data type String ID of the peripheral. Name of the peripheral. Person Parameters The API can also return the attributes details associated with the attribute. Person parameters firstname lastname loginname password Data type String String String String First name of the agent (person). Last name of the agent (person). Login name of the agent (person). Password for the agent (person); not returned in read operations. 0 25

32 Agent Get Agent Person parameters loginenabled Data type True/False Indicates whether the login is enabled for the agent (person). Supervisor UserInfo Parameters The API can also return the supervisor details associated with the agent. Supervisor UserInfo parameters username domainname Data type String String The active directory username for this supervisor. The active directory domain name for this supervisor. If empty, the default name is used. Skill Group Parameters The API can return the skill group details associated with the agent Skill Group parameters refurl name Data type String RefURL to the skill group. Name of the skill group. Default Skill Group Parameters The API can also return the default skill group details associated with the agent. Default Skill Group Parameters refurl name Data Type String RefURL to the default skill group. Name of the default skill group Agent Team Parameters The API can also return the attributes details associated with the attribute. Agent team parameters refurl name Data Type String RefURL to the agent team. Name of the agent team to which the agent belongs. Example XML Response URL: <agent> 26 0

33 Agent Agent List <changestamp>3</changestamp> <refurl>/unifiedconfig/config/agent/9478</refurl> <agentid> </agentid> <agentstatetrace>false</agentstatetrace> <agentteam> <refurl>/unifiedconfig/config/agentteam/5006</refurl> <name>team1</name> </agentteam> <peripheral> <id>5000</id> <name>cucm_pg_1</name> </peripheral> <person> <firstname>agent</firstname> <lastname>one</lastname> <loginenabled>true</loginenabled> <username>agent1</username> </person> <supervisor>false</supervisor> <agentattributes> <agentattribute> <attribute> <refurl>/unifiedconfig/config/attribute/5519</refurl> <name>attr1</name> <datatype>3</datatype> </attribute> <attributevalue>true</attributevalue> </agentattribute> </agentattributes> <defaultskillgroup> <refurl>/unifiedconfig/config/skillgroup/9479</refurl> <name>cucm_pg_1.cisco_voice.sg1</name> </defaultskillgroup> <skillgroups> <skillgroup> <refurl>/unifiedconfig/config/skillgroup/9479</refurl> <name>cucm_pg_1.cisco_voice.sg1</name> </skillgroup> </skillgroups> </agent> Agent List Use the GET API to retrieve a list of existing agents. Syntax URL: HTTP Method: GET Parameter Summary Data Type True/False The default value is False. If the value is True, the system returns only a subset of the elements. XML Request Payload <agents> <agent> <changestamp>3</changestamp> <refurl>/unifiedconfig/config/agent/9478</refurl> 0 27

34 Agent Update Agent <agentid> </agentid> <agentstatetrace>false</agentstatetrace> <agentteam> <refurl>/unifiedconfig/config/agentteam/5006</refurl> <name>team1</name> </agentteam> <peripheral> <id>5000</id> <name>cucm_pg_1</name> </peripheral> <person> <firstname>agent</firstname> <lastname>one</lastname> <loginenabled>true</loginenabled> <username>agent1</username> </person> <supervisor>false</supervisor> <agentattributes> <agentattribute> <attribute> <refurl>/unifiedconfig/config/attribute/5519</refurl> <name>attr1</name> <datatype>3</datatype> </attribute> <attributevalue>true</attributevalue> </agentattribute> </agentattributes> <defaultskillgroup> <refurl>/unifiedconfig/config/skillgroup/9479</refurl> <name>cucm_pg_1.cisco_voice.sg1</name> </defaultskillgroup> <skillgroups> <skillgroup> <refurl>/unifiedconfig/config/skillgroup/9479</refurl> <name>cucm_pg_1.cisco_voice.sg1</name> </skillgroup> </skillgroups> </agent> </agents> Agent Update Use the PUT API to update an existing agent. Agent Attribute Parameters The API can return the attributes associated with an agent. Agent attribute parameters attributevalue description attribute Data type True/False or String Node The value of the attribute for the agent. Must be convertible to the data type of the attribute. Per agent attribute description. Reference to the attribute. Refer to the table below. Agent Attribute Detail Parameters Agent attribute detail parameters refurl Data type RefURL to the attribute object. 28 0

35 Agent Agent Update Example XML Payload URL: <agent> <changestamp>1</changestamp> <refurl> <agentattributes> <agentattribute> <attribute> <refurl> </attribute> <attributevalue>5</attributevalue> <description>test</description> </agentattribute> </agentattributes> </agent> 0 29

36 Agent Update Agent 30 0

37 CHAPTER 6 Attribute Attributes identify a call routing requirement, such as language, location, or agent expertise. You can create two types of attributes: Boolean or proficiency. You can use Boolean attributes to tag an attribute that must exist or not. For example, you can create a Boston attribute that specifies that the agent assigned to this attribute must be in Boston. When you create a proficiency attribute, you assign a proficiency level to the attribute. This chapter describes how to use API to manage attributes. Attribute Create, page 31 Attribute Get, page 32 Attribute List, page 33 Attribute Update, page 33 Attribute Delete, page 34 Attribute Create Use the POST API to create an attribute. Syntax URL: HTTP Method: POST Limits The following limit is enforced through API. You can create a system-wide maximum of 10,000 attributes. Attribute Parameters Data Type appearsondesktop To be determined For future use. datatype Use this parameter to assign a data type to the attribute using the following values: 0 31

38 Attribute Get Attribute Attribute Parameters Data Type 3 = Boolean 4 = Proficiency (special form of ) An agent can be graded on the level of their expertise on a certain subject matter as represented by an attribute. This can be done by setting a proficiency in the range 1 through 10, with 10 being the most proficient. name defaultvalue settablebyagent description String String To be determined String Use this parameter to assign a unique name for the attribute. Use this parameter to specify a default value for the attribute when assigned to an agent if no explicit value is provided. For Boolean data types, valid default values are True and False. For Proficiency data types, valid default values are For future use. (Optional) Use this parameter to provide a description for the attribute. XML Request Payload <attribute> <datatype>4</datatype> <defaultvalue>5</defaultvalue> <description>attribute to specify proficiency in Spanish.</description> <name>spanish</name> </attribute> HTTP Response Headers The response contains the URL for the newly created attribute. HTTP/ Created Location: Content-Type: text/plain Content-Length: 0 Date: Tue, 12 Jan :00:00 GMT Attribute Get Use the GET API to retrieve an existing attribute. Syntax URL: HTTP Method: GET 32 0

39 Attribute Attribute List XML Response <attribute> <datatype>4</datatype> <defaultvalue>5</defaultvalue> <description>attribute to specify proficiency in Spanish.</description> <name>spanish</name> <changestamp>12</changestamp> </attribute> Attribute List Use the GET API to retrieve a list of existing attributes. Syntax URL: HTTP Method: GET Parameter Summary Data Type True/False The default value is False. If the value is True, the system returns only a subset of the elements. Summary Parameter URL: HTTP Response Headers HTTP/ OK Content-Type: application/xml Transfer-Encoding: chunked Date: Tue, 12 Jan :00:00 GMT Attribute Update Use the PUT API to update an existing attribute. Syntax URL: HTTP Method: PUT Attribute Parameters appearsondesktop Data Type To be determined For future use. 0 33

40 Attribute Delete Attribute Attribute Parameters datatype name defaultvalue settablebyagent description changestamp Data Type String String To be determined String Use this parameter to assign a data type to the attribute using the following values: 3 = Boolean 4 = Proficiency (special form of ) An agent can be graded on the level of their expertise on a certain subject matter as represented by an attribute. This can be done by setting a proficiency in the range 1 through 10, with 10 being the most proficient. Note You cannot modify the data type of an existing attribute. Use this parameter to assign a unique name for the attribute. Use this parameter to specify a default value for the attribute when assigned to an agent if no explicit value is provided. For Boolean data types, valid default values are True and False. For Proficiency data types, valid default values are For future use. (Optional) Use this parameter to provide a description for the attribute. This parameter represents the current state of the database. This value is populated when the system retrieves data using the GET command. The same value must be returned in an update operation, to ensure the client is working with the latest data set. This value is not required when you create an attribute. HTTP Response Headers HTTP/ OK Content-Type: text/plain Content-Length: 0 Date: Tue, 12 Jan :00:00 GMT Attribute Delete Use the DELETE API to delete an existing attribute. Syntax URL: HTTP Method: DELETE 34 0

41 Attribute Attribute Delete HTTP Response Headers HTTP/ OK Content-Type: text/plain Content-Length: 0 Date: Tue, 12 Jan :00:00 GMT 0 35

42 Attribute Delete Attribute 36 0

43 CHAPTER 7 Bucket Intervals You can use the Bucket Intervals API to add new Bucket Intervals, edit the name of an existing Bucket Interval, get a list of all of the configured Bucket Intervals, and delete existing Bucket Intervals. This API is represented on the User Interface by the Bucket Intervals Gadget. This section explains the five supported API operations for Bucket Intervals and their parameters. Bucket Intervals List, page 37 Bucket Intervals Create, page 38 Bucket Intervals Get, page 40 Bucket Intervals Update, page 40 Bucket Intervals Delete, page 42 Bucket Intervals List Retrieves a list of Bucket Intervals. Syntax URL: HTTP Method: GET XML Request Payload <results> <pageinfo>... </pageinfo> <bucketintervals> <bucketinterval>...</bucketinterval> <bucketinterval>...</bucketinterval> </bucketintervals> </results> 0 37

44 Bucket Intervals Create Bucket Intervals Note The example above does not show all of the data for pagination. See Pagination, on page 7. See General Usage, on page 4. Bucket Intervals Create Creates a Bucket Interval to be stored in the database. Syntax URL: HTTP Method: POST Input/Output Format xml Response In the response, the Location header has a URL link to the newly created Bucket Interval, if successful. See also General Usage, on page 4. Table 6: Parameters Bucket Interval parameters name upperbound1 upperbound2 upperbound3 upperbound4 upperbound5 upperbound6 Data type String The name of the Bucket Interval. Must be unique. The name is the only field that can be modified. The first Bucket Interval value. The next Bucket Interval value. Must be greater than upperbound1. The next Bucket Interval value. Must be greater than upperbound2. The next Bucket Interval value. Must be greater than upperbound3. The next Bucket Interval value. Must be greater than upperbound4. The next Bucket Interval value. Must be greater than upperbound

45 Bucket Intervals Bucket Intervals Create Bucket Interval parameters upperbound7 upperbound8 upperbound9 changestamp override Data type True/False The next Bucket Interval value. Must be greater than upperbound6. The next Bucket Interval value. Must be greater than upperbound7. The next Bucket Interval value. Must be greater than upperbound8. The change stamp of the Bucket Interval record, which is returned in GET. If this is set to true, then remove Call Type references and mark Bucket Interval as deleted. Operation Validation Name Required field. Max length of 32 characters allowed. Valid characters are period (.), underscore (_), and alphanumeric. The first character must be alphanumeric. Does not allow internationalized characters. upperbound1 Required field. Must be greater than zero. Absolute value of integer must range from 0 to upperbound2 Optional field. Must be greater than the previous upperbound field or be left blank. Once one upperbound field is left blank, all remaining upperbound fields must also be blank. Absolute value of integer must range from 0 to Note The upperbound fields 3-9 have the same restrictions as upperbound2, above. XML Request Payload <bucketinterval> <name>test</name> 0 39

46 Bucket Intervals Get Bucket Intervals <upperbound1>10</upperbound1> <upperbound2>20</upperbound2> <upperbound3>30</upperbound3> <upperbound4>40</upperbound4> <upperbound5>50</upperbound5> <upperbound6>60</upperbound6> <upperbound7>70</upperbound7> <upperbound8>80</upperbound8> <upperbound9>90</upperbound9> </bucketinterval> Bucket Intervals Get Returns one Bucket Interval from the database. Syntax URL: HTTP Method: GET Response See General Usage, on page 4. Bucket Intervals Update Updates one Bucket Interval in the database. Note You can only change the Bucket Interval's name. Syntax URL: HTTP Method: PUT Input/Output Format xml Response See also General Usage, on page 4. Table 7: Parameters Bucket Interval parameters name Data type String The name of the Bucket Interval. Must be unique. The name is the only field that can be modified. 40 0

47 Bucket Intervals Bucket Intervals Update Bucket Interval parameters upperbound1 upperbound2 upperbound3 upperbound4 upperbound5 upperbound6 upperbound7 upperbound8 upperbound9 changestamp override Data type True/False The first Bucket Interval value. The next Bucket Interval value. Must be greater than upperbound1. The next Bucket Interval value. Must be greater than upperbound2. The next Bucket Interval value. Must be greater than upperbound3. The next Bucket Interval value. Must be greater than upperbound4. The next Bucket Interval value. Must be greater than upperbound5. The next Bucket Interval value. Must be greater than upperbound6. The next Bucket Interval value. Must be greater than upperbound7. The next Bucket Interval value. Must be greater than upperbound8. The change stamp of the Bucket Interval record, which is returned in GET. If this is set to true, then remove Call Type references and mark Bucket Interval as deleted. Operation Validation Name Optional field. Max length of 32 characters allowed. Valid characters are period (.), underscore (_), and alphanumeric. The first character must be alphanumeric. Does not allow internationalized characters. Note In the Update operation, Name is the only field that you can edit. The upperbound fields 1-9 are not editable. changestamp 0 41

48 Bucket Intervals Delete Bucket Intervals Required field. XML Request Payload <bucketinterval> <name>test</name> <changestamp>0</changestamp> </bucketinterval> Bucket Intervals Delete Deletes one Bucket Interval from the database. If the Bucket Interval is referenced by a Call Type, then an API Warning will be returned. You can override this warning by passing an override=true query parameter. By default this is set to false. If override is set to true, then all Call Type references to the record will be unlinked first, then the Bucket Interval will be marked as deleted. Note The above setting only marks the record for deletion, it does not permanently delete the Bucket Interval. Syntax URL: HTTP Method: DELETE Response If override=true, see General Usage, on page 4. If override=false or if override is not passed and there are Call Type references: see General Usage, on page 4. Table 8: Parameters Bucket Interval parameters name upperbound1 upperbound2 upperbound3 upperbound4 Data type String The name of the Bucket Interval. Must be unique. The name is the only field that can be modified. The first Bucket Interval value. The next Bucket Interval value. Must be greater than upperbound1. The next Bucket Interval value. Must be greater than upperbound2. The next Bucket Interval value. Must be greater than upperbound

49 Bucket Intervals Bucket Intervals Delete Bucket Interval parameters upperbound5 upperbound6 upperbound7 upperbound8 upperbound9 changestamp override Data type True/False The next Bucket Interval value. Must be greater than upperbound4. The next Bucket Interval value. Must be greater than upperbound5. The next Bucket Interval value. Must be greater than upperbound6. The next Bucket Interval value. Must be greater than upperbound7. The next Bucket Interval value. Must be greater than upperbound8. The change stamp of the Bucket Interval record, which is returned in GET. If this is set to true, then remove Call Type references and mark Bucket Interval as deleted. 0 43

50 Bucket Intervals Delete Bucket Intervals 44 0

51 CHAPTER 8 Congestion Control API You can use the Congestion Control API to list and edit the Congestion Control. This section explains the supported API operations for Congestion Control and outlines the parameters. Congestion Control API Parameters, page 45 Congestion Control Get, page 46 Congestion Control Update, page 46 Congestion Control API Parameters The following table shows the parameters for Congestion Control API: Parameter Name congestionenabled Enable or disable Congestion Control. congestiontreatmentmode Mode to handle Congestion. Valid values are integers 1-5: 1 = Dialed Number default label is used for call treatment. 2 = Treat call with Routing client default label. 3 = Treat call with System default label. 4 = Terminate with Dialog Fail/RouteEnd. 5 = Release message to the Routing client. systemdefaultlabel Default Label string to treat the calls subjected to Congestion Control. cpscapacity Capacity for Call Per Second. 0 45

52 Congestion Control Get Congestion Control API cpscapacitydefault Default Call Per Second Capacity for the current deployment type. Congestion Control Get Returns the Congestion Control from the database. Syntax URL: HTTP Method: GET Response See also General Usage, on page 4. XML Request Payload <congestioncontrol> <deploymenttype>0</deploymenttype> <congestiontreatmentmode>1</congestiontreatmentmode> <congestionenabled>true</congestiontreatmentmode> <systemdefaultlabel></systemdefaultlabel> <cpscapacity>100</cpscapacity> <cpscapacitydefault>150</cpscapacitydefault> </congestioncontrol> Congestion Control Update Updates one Congestion Control in the database. Syntax URL: HTTP Method: PUT Input/Output Format xml Response See General Usage, on page 4. Parameters See Congestion Control API Parameters, on page

53 Congestion Control API Congestion Control Update Operation Validation congestionenabled Optional field. Has a dependancy on deploymenttype. If deploymenttype is 0, this value has to be 0. If deploymenttype is 7 or 10, this value is 1. For other deployment types (not 0, 7, or 10), this field can be 1 or 0. congestiontreatmentmode Optional field. Valid values are:1-5 systemdefaultlabel Optional field. Max length of 32 characters allowed. Internationalized characters not allowed. If congestiontreatmentmode is set to 3 (Treat call with System default string), then systemdefaultlabel must be set. cpscapacity Optional field. Cannot be greater than DEPLOYMENT_MAX_CPS, which is specified in the table below, based on Deployment Type. cpscapacitydefault Display-only field. This value shows the DEPLOYMENT_MAX_CPS, which is specified in the table below, based on Deployment Type. Deployment Types Definition General NAM VRU NAM Rogger ICM Router Logger 8000 Agents Router Logger DEPLOYMENT_MAX_CPS

54 Congestion Control Update Congestion Control API Deployment Types Definition Agents Router Logger Packaged CCE : CCE-PAC-M1 ICM Rogger 4000 Agents Rogger Packaged CCE: CCE-PAC-M1 Lab Only HCS-CC 1000 Agents HCS-CC 500 Agents UCCE 450 Agents Progger DEPLOYMENT_MAX_CPS

55 CHAPTER 9 Deployment Type Info API You can use the Deployment Type Info API to list the current system Deployment Type and edit the Deployment Type. This section explains the supported API operations for Deployment Type Info and outlines the parameters. Deployment Type Info API Paramenters, page 49 Deployment Type Info Get, page 50 Deployment Type Info Update, page 51 VM Validation, page 54 Deployment Type Info API Paramenters deploymenttype Defines the type of deployment. 0 49

56 Deployment Type Info Get Deployment Type Info API Valid Input Values 0 (General) 1 (NAM) 2 (VRU) 3 (NAM Rogger) 4 (ICM Router Logger) 5 (8000 Agents Router Logger) 6 (12000 Agents Router Logger) 7 (Packaged CCE: CCE-PAC-M1) 8 (ICM Rogger) 9 (4000 Agents Rogger) 10 (Packaged CCE: CCEPACM1 Lab only) 11 (HCS-CC 1000 Agents) 12 (HCS-CC 500 Agents) 13 UCCE 450 Agents Progger Return Value on Get 0 (General) 1 (NAM) 2 (VRU) 3 (NAM Rogger) 4 (ICM Router Logger) 5 (8000 Agents Router Logger) 6 (12000 Agents Router Logger) 7 (Packaged CCE: CCE-PAC-M1) 8 (ICM Rogger) 9 (4000 Agents Rogger) 10 (Packaged CCE: CCEPACM1 Lab only) 11 (HCS-CC 1000 Agents) 12 (HCS-CC 500 Agents) 13 UCCE 450 Agents Progger changestamp Incremented when the record is changed in the database. Valid Input Values - Return Value on Get - Deployment Type Info Get Returns the current deployment state and the results of the capacity and system validation tests. Syntax URL: HTTP Method:GET Response See also General Usage, on page 4. Example XML Response <deploymenttypeinfo> <systemvalidationstatus> <!-- same as serviceability API --> </systemvalidationstatus> 50 0

57 Deployment Type Info API Deployment Type Info Update <capacityinfo> <!-- same as serviceability API --> </capacityinfo> <!-- Only present if deploymenttype is 7 (CCEPACM1) --> <vmvalidationlogurl>/unifiedconfig/config/deploymenttypeinfo/vmvalidation/log</vmvalidationlogurl> <deploymenttype>7</deploymenttype> </deploymenttypeinfo To get the VM Validation Log, instead of getting the Deployment Type as detailed in the preceding table, you specify an additional path. Get VM Validation returns the log file for the last attempt at VM Validation; that is, the log file for attempting to change the Deployment Type to CCEPACM1 (7). URL: HTTP Method: PUT Response Returns the contents of the log file, if one exists. If the Deployment Type has not been changed to CCEPACM1, the following message is returned: No VM validation log exists on this AW. To generate one, attempt to configure the system to CCEPACM1. Deployment Type Info Update Sets the specified Deployment Type, if the system validation check, capacity check, and VM Validation for that Deployment Type pass and are required. Syntax URL: HTTP Method: PUT Input/Output Format xml Response See HTTP Responses, on page 5. Parameters See Deployment Type Info API Paramenters, on page 49. Operation Validation deploymenttype Optional field. Valid values are: 0 51

58 Deployment Type Info Update Deployment Type Info API 0 = General 1 = NAM 2 = VRU 3 = NAM Rogger 4 = ICM Router Logger 5 = 8000 Agents Router Logger 6 =12000 Agents Router Logger 7 = Packaged CCE : CCE-PAC-M1 8 = ICM Rogger 9 = 4000 Agents Rogger 10 = Packaged CCE : CCE-PAC-M1 Lab Only 11 = HCS-CC 1000 Agents 12 = HCS-CC 500 Agents 13 = UCCE 450 Agents Progger If an invalid deploymenttype is specified, an API error is thrown. Switching back to Deployment Type 0 is not allowed because the call processing stops. changestamp Required field. s only: start with zero. Example XML Request Payload (All Deployments Except Packaged CCE: CCE-PAC-M1) <deploymenttypeinfo> <changestamp>0</changestamp> <deploymenttype>0</deploymenttype> </deploymenttypeinfo> Example XML Request Payload (Packaged CCE: CCE-PAC-M1) <deploymenttypeinfo> <changestamp>59</changestamp> <deploymenttype>7</deploymenttype> <vmhosts> <vmhost> <id>sidea</id> <host>"esxi Side A hostname or IP"</host> <username>"username"</username> <password>"password"</password> </vmhost> <vmhost> <id>sideb</id> <host>"esxi Side B hostname or IP"</host> <username>"username"</username> <password>"password"</password> </vmhost> 52 0

59 Deployment Type Info API Deployment Type Info Update </vmhosts> </deploymenttypeinfo> Example API Error Response if an Invalid Deployment Type Is Specified <apierrors> <apierror> <errordata>deploymenttype</errordata> <errormessage>invalid deployment type.</errormessage> <errortype>invalidinput.invaliddeploymenttype</errortype> </apierror> </apierrors> Example XML Error Response if Capacity Check Fails The following example lists a single check that failed. However, if there are multiple capacity check failures, an API error is returned in this list for each of those failures: <apierrors> <apierror> <errormessage>you have reached capacity for Reason Code. The limit is 100</errorMessage> <errortype>capacitylimit.maxitems</errortype> </apierror> </apierrors> Example XML Error Response if System Validation Check Fails Similar to capacity check errors, system validation check errors are returned as individual API errors. The example below shows a multiple rules failure. <apierrors> <apierror> <errormessage>system validation check failed for rule TYPE10_NETWORK_VRU_MAP_COUNT. Min = 4, Max = 4, Actual = 0</errorMessage> <errortype>deploymenttypeinfo.invalidsystem</errortype> </apierror> <apierror> <errormessage>system validation check failed for rule UCM_PIM_COUNT. Min = 1, Max = 1, Actual = 2</errorMessage> <errortype>deploymenttypeinfo.invalidsystem</errortype> </apierror> <apierror> <errormessage>system validation check failed for rule PG_COUNT. Min = 1, Max = 2, Actual = 4</errorMessage> <errortype>deploymenttypeinfo.invalidsystem</errortype> </apierror> <apierror> <errormessage>system validation check failed for rule SERVICE_MEMBER_COUNT. Min = 0, Max = 0, Actual = 1</errorMessage> <errortype>deploymenttypeinfo.invalidsystem</errortype> </apierror> </apierrors> 0 53

60 VM Validation Deployment Type Info API VM Validation Overview VM validation is required for CCE-PAC-M1. When attempting to change the Deployment Type to Packaged CCE: CCE-PAC-M1, the virtual machine infrastructure is validated to ensure the systems and resources are correctly configured. The steps that occur in the validation are as follows: 1 User provides hostname or IP, username, and password for the ESXi servers that are configured for SideA and SideB. 2 ESXi server properties are validated for each host. 3 A list of the Virtual Machines present on each host are retrieved and matched to the defined profiles. Note: since no naming convention is defined, the profile list is literally searched for a match to the VM properties. 4 A log file is written to the HD of AW with the contents of the validation attempt. 5 If all ESXi properties match, and all required profiles match a Virtual Machine, and no additional Virtual Machines are present, the deployment change is allowed to proceed. 6 If any of the preceding conditions fail, an error is reported back to the user. The validation library is deployment aware and utilizes the vm_validation.xml spring configuration file to define the ESXi server properties and VMs that are validated. The IDs in the file must match those in the vmhost xml; that is, sidea and sideb. See the example XML in Deployment Type Info Update, on page 51. Table 9: VM Checks # Requirement VM - Number of CPUs CPU Reservation VM - Exact Memory VM - Exact Disk Size(s) VM - Exact Number of Disks VM - VMWare Tools Host - Vendor Host - BIOS Host - ESXi Version Host - Total Number of VMs Type Required (Exact Match) Required (Exact Match) Required (Exact Match) Required (Exact Match - Order Independent) Required (Exact Match) Collect and Log Only Required (Exact Match) Required (Major Version Only; that is: C260.xxxx) Required (Exact Match) Required (Exact Match) 54 0

61 Deployment Type Info API VM Validation # Requirement Host - Minimum Number of CPUs Host - Minimum Memory Host - Exact Disk Size Type Required Required Required (Exact Match - Order Independent) Errors The following is a list of errors returned if the host information is incorrect or the VMs are not in a valid layout. Example API Error Response -- Error 1: Missing VM Host - Cannot not match profile sidec and cannot find host info for Side A and B. <apierrors> <apierror> <errordata>deploymenttype</errordata> <errormessage>unable to match host to profile. Host ID: sidec Required Profiles: [sidea, sideb]</errormessage> <errortype>deploymenttypeinfo.invalidsystem.missingvmhostinfo</errortype> </apierror> </apierrors> -- Error 2: Cannot connect to VM Host - Invalid host (ip), username, or password provided for side A <apierrors> <apierror> <errordata>deploymenttype</errordata> <errordetail xmlns:xsi=" xsi:type="vmhosterrordetail"> <hosts> <hostinfo> <host> </host> <id>sidea</id> <username>root2</username> </hostinfo> </hosts> </errordetail> <errormessage>unable to connect to host(s): [[Id: sidea Host: ]]</errorMessage> <errortype>deploymenttypeinfo.invalidsystem.cannotconnecttovmhost</errortype> </apierror> </apierrors> -- Error 3: Invalid VM Layout - Side A has valid ESX Host properties, but an invalid layout, Side B has invalid ESX Host properties, but a valid layout -- Error 3 generated a log file retrievable at the URL (example below) <apierrors> <apierror> <errordata>deploymenttype</errordata> <errordetail xmlns:xsi=" xsi:type="invalidvmlayouterrordetail"> <hostpropertiesvalid>true</hostpropertiesvalid> <id>sidea</id> <vmlayoutvalid>false</vmlayoutvalid> </errordetail> <errormessage>the virtual machine host properties or layout is invalid.</errormessage> <errortype>deploymenttypeinfo.invalidsystem.invalidvmlayout</errortype> </apierror> 0 55

62 VM Validation Deployment Type Info API <apierror> <errordata>deploymenttype</errordata> <errordetail xmlns:xsi=" xsi:type="invalidvmlayouterrordetail"> <hostpropertiesvalid>false</hostpropertiesvalid> <id>sideb</id> <vmlayoutvalid>true</vmlayoutvalid> </errordetail> <errormessage>the virtual machine host properties or layout is invalid.</errormessage> <errortype>deploymenttypeinfo.invalidsystem.invalidvmlayout</errortype> </apierror> </apierrors> Log: VM Validation Results: Wed May 23 11:25:09 EDT 2012 Overall: true Valid Systems: 2 of 2 Summary: ESX Server: sidea ESX Server Properties Valid: true VM Layout Valid: true Server Result: Required Version: Required Min CPU Cores: 20 Required Min Memory (MB): Required HD(s) (GB): [1392, 1949, 273] Required Bios <Major version>: C260 Required Vendor: Cisco Systems Inc Found Version: Found CPU Cores: 20 Found Memory (MB): Found HD(s) (GB): [1392, 273, 1949] Found Bios: C b Found Vendor: Cisco Systems Inc Virtual Machines Matching Defined Profiles: VM: BB-CCE-DataSvr-A Profile: Unified CCE Data Server OS: Microsoft Windows Server 2008 R2 (64-bit) CPU Cores: 4 Reservation: 5100 RAM (MB): 8192 HD(s) (GB): [80, 750, 500] VMWare Tools Version: 8384 Required Profiles without Matching Virtual Machines: None Optional Profiles without Matching Virtual Machines: None Virtual Machines without Matching Profiles: None 56 0

63 CHAPTER 10 Precision Queue Precision queues are a combination of steps that include attributes, defined terms for the selected attributes, wait times, and Consider If formulas. A precision queue step is a time-based routing point within the precision queue. You must have at least one step and can have up to ten steps. Within each step you can have: up to five unique attributes a different pool of agents a wait time (except in the last step) a Consider If formula (except in the last step) A precision queue term compares an attribute against a value. For example, if you have an attribute for English (English) and assign it a value of > 7, the term is "English > 7". Limits The following limits are enforced: You can create a maximum of 2,000 precision queues in the entire system. You can create a maximum of 5,000 precision queue steps in the entire system. You can associate a maximum of 10 precision queue terms in a precision queue step. You can associate up to 5 unique attributes in a precision queue. An agent can be a member of a combination of up to 50 precision queues and skill groups. Precision Queue Create, page 58 Precision Queue List, page 63 Precision Queue Get, page 64 Precision Queue Update, page 65 Precision Queue Delete, page

64 Precision Queue Create Precision Queue Precision Queue Create Use the POST API command to create a precision queue, precision queue steps, and precision queue terms. Syntax URL: HTTP method: POST Precision Queue Parameters Precision queue parameters bucketinterval agentordering Data type Node (Optional) A reference to a bucketinterval. See the bucketinterval Parameters. Determines the order of agents in a precision queue sub-queue using the following values: 1 = LAA (agent availability time) 2 = Most skilled agent 3 = Least skilled agent callordering Determines the order of calls in this precision queue using the following value: 1 = Priority, then time in queue name description servicelevelthreshold serviceleveltype String String A unique enterprise name for the precision queue. The length of this field is 32 characters. (Optional) for the precision queue. The length of this field is 255 characters. The service level threshold in seconds for this precision queue. Determines how to calculate the service level for the precision queue using the following values: 1 = ignore abandoned calls 2 = abandoned call has negative impact 3 = abandoned call has positive impact steps A list of steps for this precision queue. See the Step Parameters. 58 0

65 Precision Queue Precision Queue Create bucketinterval Parameters bucketinterval parameters name refurl Data type String URL The unique enterprise name of the bucket interval. The URL of the referenced bucket interval. Step Parameters You can create up to ten steps for each precision queue. step parameters steporder waittime Data type integer The order of rows for a precision queue step. This value must start at 1 (zero is invalid) and increment by 1 for each subsequent step. A wait time to apply before proceeding to the next step (in seconds). The value must be 0 or greater for all steps, excluding the last step. A blank (or zero) wait time indicates that the call will immediately proceed to the next step if there are no available agents matching the step criteria. Wait time is not available for the last step. The system waits until an agent is available to take the call. considerif String You can use a Consider If formula to evaluate a call (within a step) against additional criteria. Each time a call reaches a step with a Consider If formula, the formula is evaluated. If the formula evaluates as true, the step is considered. If the value evaluates as false, the call moves to the next step. If no formula is provided for a step, the step is always considered for calls. To add a Consider If formula, you can type the formula into the Consider If box. Alternatively, you can use the Script Editor to build the formula and then copy and paste it into the Consider If box. Objects used in consider if formulas are case-sensitive. All Consider If formulas that you add to a precision queue must be valid. If you add an invalid formula, you cannot save the precision queue. To ensure that the formula is valid, it is recommended that you use Script Editor to build and validate the formula. Note It is possible that a valid Consider If formula can become invalid. For example, if you delete an object used in the formula after you create or update the precision queue, the formula is no longer valid. Only the following scripting objects are valid in a Consider If formula: Call PQ Skillgroup ECC PQ Step Call Type 0 59

66 Precision Queue Create Precision Queue step parameters Data type Custom Functions (you can create custom functions in Script Editor) Consider If formula examples PQ.PQ1.LoggedOn > 1 - Evaluates whether there is more than one agent logged into this queue. CallType.CallType1.CallsRoutedToday > Evaluates whether more than 100 calls of this call type were routed today. PQStep.PQ1.1.RouterAgentsLoggedIn > 1 - Evaluates whether there is more than one router agent logged into this queue for step 1. CustomFunction(Call.PeripheralVariable1) > 10 - Evaluates whether this formula using a custom function returns a value greater than ten. description terms String (Optional) for this step. A list of terms for this step. See the Term Parameters. Term Parameters You can configure up to ten terms for each step. Term parameters termorder attribute parencount Data type node The order of rows for a precision queue term. This value must start at 1 (zero is invalid) for each new step and increment by 1 for each subsequent term. A reference to the attribute to be tested. All elements, except the refurl element, inside the attribute reference node are read-only. Indicates the parenthesis surrounding a term. It can be used to create more complex term logic. 1 = Indicates that the current term has an opening parenthesis before it. 0 = Indicates that the current term has no parenthesis on either side of it. -1 = Indicates that the current term has a closing parenthesis after it. Note The sum of all parencounts within a step must be 0. Every opening parenthesis must be closed before another parenthesis can be opened. 60 0

67 Precision Queue Precision Queue Create Term parameters termrelation Data type Indicates the relationship of this term to the preceding term using the following values: 0 = none (only legal on first item for the step, since there is no preceding term) 1 = AND 2 = OR attributerelation Indicates what kind of comparison is done on the attribute using the following values: 1 = equal 2 = not equal 3 = less than 4 = less than or equal 5 = greater than 6 = greater than or equal value1 String The value that the attribute is tested against. It must be convertible to the data type specified in the Attribute table. XML Request Payload To create a precision queue with one step that will match agents that have a language proficiency greater than 2 and lesser than 5 use the following XML payload: <precisionqueue> <bucketinterval> <name>testbi</name> <refurl> </bucketinterval> <agentordering>1</agentordering> <callordering>1</callordering> <description>sales precision queue</description> <name>salesaq</name> <servicelevelthreshold>1</servicelevelthreshold> <serviceleveltype>1</serviceleveltype> <steps> <step> <steporder>1</steporder> <waittime>-1</waittime> <description>"step 1"</description> <terms> <term> <attribute> <refurl> <name>language</name> <datatype>4</datatype> <description>marketing</description> </attribute> <termorder>1</termorder> <parencount>1</parencount> <termrelation>0</termrelation> 0 61

68 Precision Queue Create Precision Queue <attributerelation>5</attributerelation> <value1>2</value1> </term> <term> <attribute> <refurl> <name>language</name> <datatype>4</datatype> <description>marketing</description> </attribute> <termorder>2</termorder> <parencount>-1</parencount> <termrelation>1</termrelation> <attributerelation>3</attributerelation> <value1>5</value1> </term> </terms> </step> </steps> </precisionqueue> Using a Boolean Attribute To create a precision queue with one step that will match agents that are present in Boston, use the following XML payload: <precisionqueue> <agentordering>1</agentordering> <bucketinterval> <refurl>/unifiedconfig/config/bucketinterval/1</refurl> <name>default_bucket_intervals</name> </bucketinterval> <callordering>1</callordering> <description>this is a practice precision queue</description> <name>practice_queue_1</name> <servicelevelthreshold>100</servicelevelthreshold> <serviceleveltype>1</serviceleveltype> <steps> <step> <terms> <term> <attribute> <refurl>/unifiedconfig/config/attribute/5990</refurl> <name>present_boston</name> <datatype>3</datatype> </attribute> <attributerelation>1</attributerelation> <parencount>0</parencount> <termrelation>0</termrelation> <value1>true</value1> </term> </terms> <waittime>-1</waittime> </step> </steps> </precisionqueue> HTTP Response Headers The response contains the URL for the newly created precision queue. HTTP/ Created Location: Content-Type: text/plain 62 0

69 Precision Queue Precision Queue List Content-Length: 0 Date: Tue, 12 Jan :00:00 GMT Precision Queue List Use the LIST API to retrieve all existing precision queues and optionally agent count and attributes. Syntax URL: HTTP Method: GET List parameter agentcount attributes Data type True/False True/False An optional parameter that returns agent count for each returned precision queue and each step. An optional parameter that returns a list of attributes for each returned precision queue. Parameters URL: URL: URL: Example XML Response: <precisionqueues> <precisionqueue> <changestamp>3</changestamp> <refurl> <agentordering>1</agentordering> <callordering>1</callordering> <description>sales precision queue</description> <name>marketingab</name> <servicelevelthreshold>1</servicelevelthreshold> <serviceleveltype>1</serviceleveltype> </precisionqueue> <precisionqueue> <changestamp>3</changestamp> <refurl> <agentordering>1</agentordering> <callordering>1</callordering> <description>sales precision queue</description> <name>marketingabc</name> <servicelevelthreshold>1</servicelevelthreshold> <serviceleveltype>1</serviceleveltype> </precisionqueue> <precisionqueue> <changestamp>3</changestamp> <refurl> <agentordering>1</agentordering> <callordering>1</callordering> <description>sales precision queue</description> <name>sales225</name> <servicelevelthreshold>1</servicelevelthreshold> 0 63

70 Precision Queue Get Precision Queue <serviceleveltype>1</serviceleveltype> </precisionqueue> </precisionqueues> HTTP Response Headers HTTP/ OK Content-Type: application/xml Transfer-Encoding: chunked Date: Tue, 12 Jan :00:00 GMT Precision Queue Get Use to retrieve a precision queue, the corresponding steps and terms, and optionally agent count and attributes. Syntax URL: HTTP Method: GET Precision queue parameters agentcount attributes Data Type True/False True/False An optional parameter that returns agent count for the precision queue and each step. An optional parameter that returns a list of attributes for the precision queue. Parameters URL: URL: URL: XML Response <precisionqueue> <changestamp>4</changestamp> <refurl>/unifiedconfig/config/precisionqueue/5002</refurl> <agentordering>1</agentordering> <bucketinterval> <refurl>/unifiedconfig/config/bucketinterval/1</refurl> <name>default_bucket_intervals</name> </bucketinterval> <callordering>1</callordering> <description>this is a practice precision queue</description> <name>practice_queue</name> <servicelevelthreshold>3</servicelevelthreshold> <serviceleveltype>1</serviceleveltype> <steps> <step> <terms> 64 0

71 Precision Queue Precision Queue Update <term> <attribute> <refurl>/unifiedconfig/config/attribute/5698</refurl> <name>test</name> <datatype>4</datatype> </attribute> <attributerelation>5</attributerelation> <parencount>0</parencount> <termrelation>0</termrelation> <value1>2</value1> </term> </terms> <waittime>0</waittime> </step> <step> <terms> <term> <attribute> <refurl>/unifiedconfig/config/attribute/5698</refurl> <name>test</name> <datatype>4</datatype> </attribute> <attributerelation>3</attributerelation> <parencount>0</parencount> <termrelation>0</termrelation> <value1>2</value1> </term> </terms> <waittime>-1</waittime> </step> </steps> </precisionqueue> Precision Queue Update Use this command to update a precision queue and corresponding steps and terms. When you update an existing precision queue, you must provide all of the parameters. There are no incremental updates of any parameters, including steps and terms. For example, assume you have a precision queue with a single step and a single term. To add a term to the existing step, you must provide all precision queue parameters, in addition to the step and both terms. When you update an existing precision queue, agents associated with the queue can change dynamically. Specifically, if you modify the terms associated with precision queue steps, agents that were previously in the precision queue may be removed from the queue and agents that were previously not included in the precision queue may be added to the queue. For example, you have a precision queue with one step and one term and the term criterion is: Spanish > 6. If Agent A has the attribute Spanish with value 5, the agent is not included in this precision queue. If you update the precision queue and change the term to Spanish >= 5, agent A is dynamically moved into this precision queue and is available to take calls. Syntax URL: HTTP Method: PUT 0 65

72 Precision Queue Update Precision Queue Precision Queue Parameters Precision queue parameters bucketinterval agentordering Data type Node (Optional) A reference to a bucketinterval. See the bucketinterval parameters. Determines the order of agents in a precision queue sub-queue using the following values: 1 = LAA (agent availibility time) 2 = Most skilled agent 3 = Least skilled agent callordering Determines the order of calls in this precision queue using the following value: 1 = Priority, then time in queue name description servicelevelthreshold serviceleveltype String String A unique enterprise name for the precision queue. The length of this field is 32 characters. (Optional) for the precision queue. The length of this field is 255 characters. The service level threshold in seconds for this precision queue. Determines how to calculate the service level for the precision queue using the following values: 1 = ignore abandoned calls 2 = abandoned call has negative impact 3 = abandoned call has positive impact changestamp steps This parameter represents the current state of the database. The value is populated when the system retrieves data using the GET command. The same value must be returned in an UPDATE operation, to ensure the client is working with the latest data set. This value is not required when you create a precision queue. This parameter is a list of steps for this precision queue. To view the list, see the Step parameters. bucketinterval Parameters bucketinterval Parameters name Data Type String The unique enterprise name of the bucket interval. 66 0

73 Precision Queue Precision Queue Update bucketinterval Parameters refurl Data Type URL The URL of the referenced bucket interval. Step Parameters Step parameters steporder waittime considerif description terms Data Type integer String String The order of rows for a precision queue step. This value must start at 1 (zero is invalid) and increment by 1 for each subsequent step. A wait time to apply before proceeding to the next step (in seconds). The value must be 0 or greater for all steps, excluding the last step. A blank (or zero) wait time indicates that the call will immediately proceed to the next step if there are no available agents matching the step criteria. Wait time is not available for the last step. The system waits until an agent is available to take the call. Consider If expression that must be met to execute a particular step. The length of this field is 255 characters. Objects used in consider if expressions are case-sensitive. considerif examples: PQ.PQ1.LoggedOn > 1 This expression evaluates whether there is more than one agent logged into this queue. Attribute.Attribute1.CallsRoutedToday > 100 Evaluates whether more than 100 calls of this call type were routed today. PQStep.PQ1.1.RouterAgentsLoggedIn > 1 Evaluates whether there is more than one router agent logged into this queue for the first step. CustomFunction(Call.PeripheralVariable1) > 10 Evaluates whether this expression using a custom function returns a value greater than ten. Note You cannot add an expression to the last step. (Optional) for this step. A list of terms for this step. See the Term parameters. Term Parameters Term Parameters termorder attribute Data Type Node The order of rows for a precision queue term. This value must start at 1 (zero is invalid) for each new step and increment by 1 for each subsequent term. A reference to the attribute to be tested. All elements, except the refurl element, inside the attribute reference node are read-only. 0 67

74 Precision Queue Update Precision Queue Term Parameters parencount termrelation Data Type Indicates the parenthesis surrounding a term. It can be used to create more complex term logic. Note 1 = Indicates that the current term has an opening parenthesis before it. 0 = Indicates that the current term has no parenthesis on either side of it. -1 = Indicates that the current term has a closing parenthesis after it. The sum of all parencounts within a step must be 0. Every opening parenthesis must be closed before another parenthesis can be opened. Indicates the relationship of this term to the preceding term using the following values: 0 = none (only legal on first item for the step, because there is no preceding term) 1 = AND 2 = OR attributerelation Indicates what kind of comparison is done on the attribute using the following values: 1 = equal 2 = not equal 3 = less than 4 = less than or equal 5 = greater than 6 = greater than or equal value1 String The value that the attribute is tested against. It must be convertible to the data type specified in the attribute table. XML Request Payload To update a precision queue to match agents with a language proficiency between 2 and 8, use the following payload: <precisionqueue> <refurl>/unifiedconfig/config/precisionqueue/5001</refurl> <agentordering>1</agentordering> <bucketinterval> <refurl>/unifiedconfig/config/bucketinterval/1</refurl> <name>default_bucket_intervals</name> </bucketinterval> <callordering>1</callordering> 68 0

75 Precision Queue Precision Queue Delete <description>this is a practice precision queue</description> <name>practice_queue</name> <servicelevelthreshold>3</servicelevelthreshold> <serviceleveltype>1</serviceleveltype> <steps> <step> <terms> <term> <attribute> <refurl>/unifiedconfig/config/attribute/5698</refurl> <name>test</name> <datatype>4</datatype> </attribute> <attributerelation>5</attributerelation> <parencount>0</parencount> <termrelation>0</termrelation> <value1>2</value1> </term> </terms> <waittime>0</waittime> </step> <step> <terms> <term> <attribute> <refurl>/unifiedconfig/config/attribute/5698</refurl> <name>test</name> <datatype>4</datatype> </attribute> <attributerelation>3</attributerelation> <parencount>0</parencount> <termrelation>0</termrelation> <value1>8</value1> </term> </terms> <waittime>-1</waittime> </step> </steps> </precisionqueue> Precision Queue Delete You cannot delete a precision queue that is referenced statically in any version of a saved script. Specifically, before you can delete a precision queue that is referenced statically in a script, you must remove the precision queue from every saved version of the script. If you reference a precision queue dynamically in a script and there are calls queued against the precision queue, you can delete the precision queue. Any calls queued against the deleted precision queue will be default routed. Note When deleting a precision queue that is referenced by a dynamic precision queue node, this precision queue's calls will be default routed. Syntax URL: HTTP Method: DELETE HTTP Response Headers HTTP/ OK 0 69

76 Precision Queue Delete Precision Queue Content-Type: text/plain Content-Length: 0 Date: Tue, 12 Jan :00:00 GMT 70 0

77 CHAPTER 11 Skill Group API A skill group is a collection of agents who share a common set of competencies that equip them to handle the same types of requests. Some examples of skill groups are a collection of agents who speak a specific language or who can assist callers with billing questions. Use the Skill Group API to list or view existing skill groups. Note Access to this API is different for supervisors and administrators. For more information, see Access, on page 3. Skill Group Get, page 71 Skill Group List, page 72 Skill Group Get Use the GET API to retrieve an existing skill group. Syntax URL: HTTP Method: GET Parameters Parameter refurl The refurl of the skill group. name The name of the skill group. mediaroutingdomain A reference to the media routing domain, including the name and refurl. Defaults to Cisco_Voice MRD if this parameter is not provided. This reference cannot be updated. 0 71