Contents
Interactions API Operations
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Synchronous
The following operations are supported on /interactions:
| HTTP Operation | Description | Permissions |
|---|---|---|
| GET | Returns the list of all currently active interactions for this Contact Center. |
|
The following operations are supported on /me/interactions:
| HTTP Operation | Parameters | Description | Response Sample | Permissions |
|---|---|---|---|---|
| GET | fields=* | Returns the list of interactions that are currently being handled by the agent. | {"statusCode":0,"interactions":[same message format as comes via cometD notifications for interactions]} | Agent |
| GET | N/A | Returns a list of interaction URIs that are currently being handled by the agent. | {"statusCode":0,"uris":["http://.../api/v2/interactions/00009a8T8Y130123"]} | Agent |
The following operations are supported on /interactions/{id}:
| HTTP Operation | Description | Permissions |
|---|---|---|
| GET | Returns interaction details for a given interaction. | Agent |
| PUT | Updates a given interaction. The actual operation depends on the interaction's channel. | Agent |
The following operations are supported on me/interactions/{id}:
| Operation Name | HTTP Operation | Description | Permissions |
|---|---|---|---|
| Accept | POST | This operation can be performed after a new interaction notification arrives. Accepting an interaction allows Agents to start working on it. | Agent |
| Reject | POST | This operation can be performed after a new interaction notification arrives. Rejecting an interaction allows an Agent the opportunity to work on a different one. | Agent |
| StopProcessing | POST | This operation can be performed after an agent has finished working on an interaction. | Agent |
| PlaceInQueue | POST | This operation can be performed on an interaction so that another person can continue processing it. | Agent |
| UpdateProperties | POST | This operation can be performed on an interaction that an agent is currently working on. | Agent |
| PlaceInWorkbin | POST | This operation places an interaction into a specified workbin. | Agent |
| GetWorkbinContent | POST | This operation will get the contents of a given workbin. | Agent |
| Transfer | POST | This operation transfers interaction ownership from one Agent to another Agent. | Agent |
| StartConference | POST | This operation allows Agents to initiate a conference with another Agent on a specific interaction. | Agent |
| EndConference | POST | This operation lets Agents leave a currently active conference. | Agent |
Accept
This operation can be performed after a new Interaction invitation notification arrives. It is essentially one of two options an agent (User) has regarding an Interaction invitation: accepting it or rejecting it. Choosing this action will associate the Interaction to the agent. This association or "ownership" will continue until that agent performs a Complete, Transfer, or Re-direct action on the aforementioned Interaction. A successful request will result in an empty http-200 response. In most cases, the true response will arrive on the cometd topic (channel) /v2/me/interactions/.
Please refer to Email Accepted for details on the actual response for email Interactions.
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"Accept"
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
Reject
This operation can be performed after a new Interaction invitation notification arrives. It is essentially one of two options an agent has regarding an Interaction invitation: accepting it or rejecting it. A successful request will result in an empty http-200 response, and compels the System to present the Interaction to another Agent.
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"Reject"
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
StopProcessing
This operation can be performed after an Agent accepts an interaction. This marks the end of the Agent's ownership of the interaction.
This is typically called when an Agent (User) has finished working on an interaction
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"StopProcessing"
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
PlaceInQueue
This operation can be performed after an Agent accepts an Interaction. This marks the end of the Agent's ownership of the interaction.
This is typically called when an Agent (User) has finished working on an interaction
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"PlaceInQueue"
"queue":queue-name
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
UpdateProperties
This operation can be performed on an interaction that agent is working on.
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"UpdateProperties"
"properties":
{
"field1" : value1,
"field2" : value2,
"field3" :
{
"fieldA" : valueA,
"fieldB" : valueB
}
}
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
PlaceInWorkbin
This operation will place an interaction into a specified workbin.
Input
{
"operationName":"PlaceInWorkbin",
"workbin":workbin-identifiers,
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
GetWorkbinContent
This operation will return the contents of a given workbin. The contents will come as a cometD message.
Input
{
"operationName":"GetWorkbinContent",
"workbin":"workbin-identifier
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
Notifications
A list of InteractionStateMessages; it will contain the same information as found in new notification messages.
Transfer
This operation transfers interaction ownership from one Agent to another Agent. Functionality may vary from different media types. Further details can be found within the media type sub-topics.
Input
{
"operationName":"Transfer",
"targetId":a unique Agent identifier
}
HTTP Response
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
StartConference
This operation allows Agents to initiate a conference with another Agent on a specific interaction; it allows two Agents to work on the same Interaction simultaneously. To leave a conference, users must make an EndConference request.
Currently, functionality is limited to conferencing. Monitoring and coaching functionality is currently not available. Further details can be found within the media type sub-topics.
HTTP Request
{
"operationName":"StartConference",
"agentId":a unique Agent identifier
}
HTTP Response
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
Cometd Response Message
{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"state":"InvitedConference"
}
Cometd Notification Messages
This notifies the remaining Agents on the conference that an Agent has left the conference.
{
"messageTypeName":"InteractionStateMessage",
"id":alpha-numeric-string,
"state":"LeftConference"
}
EndConference
This operation allows Agents to leave a currently active conference.
When Agents leave a conference, the last remaining Agent will retain Interaction ownership.
HTTP Request
{
"operationName":"LeaveConference",
"agentId":a unique Agent identifier
}
HTTP Response
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
See also
Refer to the following topics for more information about the Interactions API: