Integration interfaces

RESTful Configuration Interface (RCI)

It's now possible to fetch, update, and create users' attributes with RCI:

• There is a new users/:id/attributes resource with methods GET and POST.

• The GET /users resource has a new query parameter includeAttributes as well as new search parameters attributeName and attributeValue.

The usersettingstemplates resource has new settings:

• ECFUI_ShowAudioRecordingButton to enable agents to record voice messages in response to customers' conversational messaging chats

• ECFUI_PicklistFilterPickableNow to enable showing users only the conversations that are pickable at the current time in Picklist

  For more information, see Showing only pickable conversationsand Pickable conversations.

RESTful Monitoring Interface (RMI)

loginType information (AutoAllocation or HuntGroup) has been added to resources /agents?showQueueInfo=5, /agents, and /agents/queues.

RESTful Contact Management Interface (CMI)

The interface has a new resource: /chatMessages to get Sinch Conversation API identifiers. The resource supports the following query parameters: externalContactId, externalMessageId, and externalConversationId.

CMI now supports downloading:

• attachments from emails, chats, and voicemail tasks

  This makes it possible to carry out an AI analysis also for the attachments. The AI analysis for attachments will be developed in a future release.

• call recordings

  This makes it possible for on-premise customers to enable call recording transcription and AI analysis services.

These can be downloaded directly or a presigned URL can be created for downloading later.

RESTful Contact Management Interface (CMI) and RESTful Monitoring Interface (RMI)

The resource /contacts now returns outgoing IVR calls (subtype IVROut).

RESTful Task Management Interface (RTI) and Task Management Interface (TMI)

Added support for integration scenarios where an agent's active email channel conversation is transferred to a queue or to another agent by using RESTful Task Management Interface (RTI) or Task Management Interface (TMI). ID: SCC-15584

In RTI, you can do this in the following way in JSON format:

1. Use GET /tasks/:id to fetch conversation data.

2. Copy the complete response body JSON and modify the item object as follows:

   • Set the value of the status field as "Forwarded".

   • If you want to transfer the conversation to a queue:

     • Remove the responsible field.

     • If you want to transfer the conversation to another queue:

       • Remove the queueName field.

       • Set the value of the queue field as the GUID of the transfer destination queue (uppercase, without hyphens).

   • If you want to transfer the conversation to another agent, set the value of the responsible field as the GUID of the transfer destination agent (uppercase, without hyphens).

3. To trigger the transfer, use the modified response body JSON as the request body for PUT /tasks/:id.

Example response from GET /tasks/:id:

{
    "item": {
        "id": "6246D608D119F011AD2B02CA80B25B4B",
        "type": "EMAIL",
        "queue": "D4448A0ECFA9482987B905B3DCE7807B",
        "queueName": "dev.team4-1",
        "responsible": "26364A4DFA9F413AA5A5F99F96F38B8E",
        "status": "Open",
        "rowVersion": "0000000001C8F826"
    },
    ... (rest of the data) ...
}

Edited to transfer to another queue with PUT /tasks/:id:

{
    "item": {
        "id": "6246D608D119F011AD2B02CA80B25B4B",
        "type": "EMAIL",
        "queue": "C2137B0ABCA9483166B815B3EBA1239A",
        "status": "Forwarded",
        "rowVersion": "0000000001C8F826"
    },
    ... (rest of the data) ...
}

Online Integration Interface (OII)

Instant Messaging is no longer supported.

It's now possible to set a callback as successful automatically after any attempt to call the customer. This requires setting value 2 to OII registry setting CHECK_CALLBACK_RESULT. ID: SCC-16275

Communication Panel Third-Party Extension Messaging API

The API now supports the following:

• routingData: required agent information can be added to conversations in transfer cases

• chatLocked: to prevent sending chat messages in an ongoing conversation

• width: to change the current extension's width in pixels

• wrapupTimerStopButtonEnabled: to enable and disable the Stop wrap-up timer button

• emailContent: to insert new text into email body at the current cursor position when the email is in the edit mode

• agentPresence: to change agent presence profiles

• agentWorkStatus: to change agent status (ready/not ready)

Event-driven integration framework

It's now possible to define an EDI configuration to be executed with a synchronous delay. This means the system will wait for the duration of the defined delay before continuing with the execution flow. For more information, see the