/emails

Collection of emails.

get

Get a list of emails.

Entity representing a email.

get

Get the email with emailId = {emailId}.

/scriptResults

Collection of scriptResults.

get

Get a list of scriptResults.

post

Adds or updates script results for the given contact. Script, question and answer Ids must be fetched first using

GET /RI/rci/scripts (returns the list of scripts in system)
GET /RI/rci/scripts/:id (returns the details of one script, including questions and answers)

Required fields:

  • contact_id - User needs to have MANAGE_CONTACTS right for the contact queue or contact agent.
  • script_id - Script Id.
  • question.id - Question Id. The given question.data is ignored.
  • answer.id - Required when question control type is one of: RADIOBUTTON, CHECKBOX, DROPDOWNLIST, DROPDOWNCHECKBOX, COMBOBOX. In these cases the given answerdata is ignored.
  • answer.answerdata - Required when answer.id is not used, with free text control types: INPUTTEXT, TEXTAREA, COMBOBOX.

If script has any mandatory questions, then there needs to be answer to such question.

Entity representing a scriptResult.

get

Get the scriptResult with scriptResultId = {scriptResultId}.

/chats

Collection of chats.

get

Get a list of chats.

post

Entity representing a chat.

get

Get the chat with chatId = {chatId}.

/callRecordings

Collection of callRecordings.

get

Get a list of callRecordings.

Entity representing a callRecording.

get

Get the callRecording with callRecordingId = {callRecordingId}.

Collection of listenLog.

get

Get a list of listenLog.

post

Add a new listenLog.

/callbacks

Collection of callbacks.

get

Get a list of callbacks.

post

Add a new callback.
Note: Built-in Callback IVR Number needs to be defined to the system in order to add new callbacks with this resource.

Entity representing a callback.

get

Get the callback with callbackId = {callbackId}.

put

Update the callback with callbackId = {callbackId}

Only fields customerNumber, notes, lastResult and nextCallTime are updated. Others are ignored.

nextCallTime is only allowed when lastResult is either CUSTOM_TIME or RESCHEDULE.

/contacts

Collection of contacts (phone calls, chats, emails). By default the contacts are returned from monitoring/reporting databases, but if search criteria contains subject, body or remarks, then the search is done from operative database.

get

Get a list of contacts.

Entity representing a contact.

get

Get the contact with contactId = {contactId}.

get

Get the remarks for the contact. Remarks is stored in operative database. contactId must be contactGroupId.

post

Add remarks for the contact. Works only for phone calls, which don't yet have remarks in operative database. Agent needs to be the responsible user for the contact.

put

Update remarks for the contact. Contact must exist in operative database. Agent needs to be the responsible user for the contact.

Collection of details.

get

Get a list of contact events.

/contactData

Collection of contactData.

get

Get data of contact. Attached data is saved for PHONE and CHAT contacts according to configuration.

post

Adds or updates attached data in JSON format for the given contact. Required fields:

  • id - Contact ID. User needs to have MANAGE_CONTACTS right for the contact queue or contact agent (GET requires STATISTICS_DETAILS right). Only phone and chat channels are supported (email is not). Contact must be disconnected (status must be one of: WrapUp, Handled, Abandoned, Deleted).
  • attachedData - CAD in JSON format, for example: {"x":0}. Attached data keys are validated to against channel (voice or chat) ExtraDataForHistory parameter. In SC that is called "Extra Data Included in Statistics". ExtraDataForHistory is a comma separated list of allowed keys (if it has * then all keys are allowed).

Entity representing a contactDatum.

get

Get the contactData with contactId = {contactId}.

/messages

Collection of messages.

get

Get a list of messages.

post

Entity representing a message.

get

Get the message with messageId = {messageId}.

put

Update the message with messageId = {messageId}.

Note: Provide all properties since all fields are updated.

delete

Delete the message.

/customerConsents

Collection of customerConsents.

get

Get a list of customerConsents.

post

Add new or update existing customer consent.

Entity representing a customerConsent.

get

Get the customerConsent with usage and address {usage}_{address}.

delete

Delete the customerConsent.