Sinch Contact Center Restful Contact Management Interface (CMI) version v1

http://localhost:8080/RI/cmi

Description

This interface provides data of contacts and their content.

Request Header Data Requirements

To GET JSON response, the request must have "Accept = application/json" header.

To GET XML response, the request should have "Accept = application/xml" header.

To POST/PUT JSON data, the request must have "Content-Type = application/json" header.

To POST/PUT XML data, the request should have "Content-Type = application/xml" header.

POST should also have "Accept = text/html" header. It returns the ID of the created object. POST also returns Location header which contains the ID. POST returns code 201 (Created).

PUT and DELETE do not have any response, instead they return code 204 (No Content).

/emails

Collection of emails.

get

get

Get a list of emails.

get

Entity representing a email.

get

Get the email with emailId = {emailId}.

Get the email with emailId = {emailId}.

URI Parameters

  • emailId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • from_queue: required(object)
    • id: required(string - minLength: 32 - maxLength: 32)
    • name: required(string)
  • channel_type: required(string)
  • channel_sub_type: required(string)
  • type: required(one of EmailIn, EmailOut)
  • typeDetails: required(string)

    Operative database has the following email types: ACTION, EMAIL, EMAILOUT, TASK, OII_EMAIL, XRI

  • status: required(string)
  • statusDetails: required(string)

    Operative database has the following statuses: Deleted, Handled, Closed, Pending, Sent, Open, Forwarded

  • case_id: (string)
  • cid: (string)
  • title: required(string)

    Email subject.

  • content: required(string)

    Email body.

  • remarks: (string)

    Email remarks.

  • attachments: (array of AttachmentInfo)

    Items: AttachmentInfo

    • id: required(string - minLength: 32 - maxLength: 32)
    • filename: required(string)
    • mime_type: required(string)
    • size: required(number)
    • originator: required(one of customer, agent)
  • originator: required(string)

    Source email address.

  • destination: required(string)

    Email address.

  • from_address: required(object)
    • name: required(string)
    • address: required(string)
  • to_address: required(array of EmailAddress)

    Items: EmailAddress

    • name: required(string)
    • address: required(string)
  • cc_address: (array of EmailAddress)

    Items: EmailAddress

    • name: required(string)
    • address: required(string)
  • bcc_address: (array of EmailAddress)

    Items: EmailAddress

    • name: required(string)
    • address: required(string)
  • agentId: (string - minLength: 32 - maxLength: 32)

    The agent who is handling or who has handled this contact. Null value not returned - there is no agent.

  • agentName: (string)
  • date_created: required(datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z

Example:

{
 "attachments": [
   {
     "size": 440721,
     "filename": "Offer.pdf",
     "id": "AA4C7F3C69A64566A0D661ADB0DC0153",
     "mime_type": "application/pdf"
   },
   {
     "size": 99440,
     "filename": "OfferDetails.xls",
     "id": "AAF94FB8567748869A7D873DAEF46B1B",
     "mime_type": "application/excel"
   },
   {
     "size": 88252,
     "filename": "Info.doc",
     "id": "AA36C1E666554638A837CC3408A45614",
     "mime_type": "application/msword"
   }
 ],
 "case_id": "10512",
 "cc_address": [
   {     
     "address": "Jack@bcmtr.bcm.corp",
     "name": "Jonhnson, Jack"
   }
 ],
 "bcc_address": [
   {     
     "address": "Mark.Smith@bcmtr.bcm.corp",
     "name": "Smith, Mark"
   }
 ],
 "channel_sub_type": "outbound",
 "channel_type": "email",
 "cid": "CID3467C7DE37AC",
  "content": "<p> </p> <p> </p> <p>Confirmation by outgoing email!</p> <p> </p> <p> </p> <p><br> </p> <p><b>----- Description -----</b></p> <p><b>From:</b> Joe.Abraham@bcmtr.bcm.corp</p> <p><b>Created On:</b> 27.05.2016 14:24:27</p> <p><b>To:</b> reg_hunt@bcmtr.bcm.corp</p> <p><b>Cc:</b> Jack@bcmtr.bcm.corp</p> <p><b>Subject:</b> RE: attachments 1</p> <p><b>ID:</b> 10512</p><br><br><br> <p><b>----- Description -----</b></p> <p><b>From:</b> Joe.Abraham@bcmtr.bcm.corp</p> <p><b>Created On:</b> 27.05.2016 14:24:27</p> <p><b>To:</b> reg_hunt@bcmtr.bcm.corp</p> <p><b>Cc:</b> Jack@bcmtr.bcm.corp</p> <p><b>Subject:</b> attachments 1</p> <p><b>ID:</b> 10512</p><br><br> <meta content=\"MSHTML 11.00.9600.18315\" name=\"GENERATOR\"> <style>P { MARGIN-BOTTOM: 0px; MARGIN-TOP: 0px } P {margin:0;} BODY {font-family:arial;}</style> <div style=\"FONT-SIZE: 10pt; FONT-FAMILY: Tahoma; COLOR: #000000; DIRECTION: ltr\">1111</div>",

 "date_created": "2016-05-27T11:37:42.060Z",
 "destination": "Joe.Abraham@bcmtr.bcm.corp",
 "from_address": {
   "address": "reg_hunt@bcmtr.bcm.corp",
   "name": "REG_Email_Hunt"
 },
 "from_queue": {
   "id": "EE9FB1FEA36A4919A7275DC67DCEF13E",
   "name": "REG_Email_Hunt"
 },
 "id": "B9D3E2C14DAE42AC9EB467A4F6515EE5",
 "originator": "reg_hunt@bcmtr.bcm.corp",
 "status": "handled",
 "title": "Attachments for Offer",
 "to_address": [
  {
     "address": "Joe.Abraham@bcmtr.bcm.corp"
  }
 ]
}

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

/scriptResults

Collection of scriptResults.

get

get

Get a list of scriptResults.

get

Entity representing a scriptResult.

get

Get the scriptResult with scriptResultId = {scriptResultId}.

Get the scriptResult with scriptResultId = {scriptResultId}.

URI Parameters

  • scriptResultId: required(string)

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • script_id: required(string - minLength: 32 - maxLength: 32)
  • name: required(string)
  • contact_id: required(string - minLength: 32 - maxLength: 32)
  • originalcontact_id: required(string - minLength: 32 - maxLength: 32)
  • modificationtime: required(datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z

  • scriptquestions: required(array of ScriptResultQuestion)

    Items: ScriptResultQuestion

    • id: required(string - minLength: 32 - maxLength: 32)
    • data: required(string)
    • controltype: required(string)
    • datatype: required(string)
    • ordinal: required(number)
    • scriptanswers: required(array of ScriptResultAnswer)

      Items: ScriptResultAnswer

      • id: required(string - minLength: 32 - maxLength: 32)
      • answerdata: required(string)
      • ordinal: required(number)

Example:

{
  "originalcontact_id": "599BD2A32FF7364FB2D1B53A31615C7F",
  "contact_id": "599BD2A32FF7364FB2D1B53A31615C7F",
  "id": "2B7FB50EF97F416A82AAF48463BA2B5A",
  "modificationtime": "2017-03-01T10:00:42.470Z",
  "name": "Simple car selector",
  "scriptquestions": [
    {
      "scriptanswers": [
        {
          "answerdata": "Kia",
          "id": "730FBF56981A4657B9285D3B52E7D239",
          "ordinal": 0
        },
        {
          "answerdata": "Volvo",
          "id": "E34CA4525ABF42CEB7B4A5CCE1AE03E4",
          "ordinal": 1
        }
      ],
      "controltype": "multicombobox",
      "data": "Current Car",
      "datatype": "text",
      "id": "E6AF572FE79B4550B5CBF621EFB590B7",
      "ordinal": 0
    },
    {
      "scriptanswers": [
        {
          "answerdata": "Hyndai",
          "id": "9FCD51FC65334C25851469348E41ADF4",
          "ordinal": 2
        }
      ],
      "controltype": "multicombobox",
      "data": "Next Car",
      "datatype": "text",
      "id": "B50D16A1D4834047AEFE52325B95377F",
      "ordinal": 2
    }
  ],
  "script_id": "DCA8D3301BC74B9C8AFCB28026E7761B"
}

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

/chats

Collection of chats.

get post

get

Get a list of chats.

post

Body

Media type: application/json

Type: object

Properties
  • channel_type: required(one of chat, chatout)
  • channel_sub_type: required(string)

    For example text, sms, whatsapp, telegram. Use some subtype that is in use in your system.

  • originator: required(string)

    Source address. Phone number or email address.

  • destination: required(string)

    Phone number or email address.

  • title: required(string - maxLength: 256)
  • from_queue: required(object)
    • id: required(string - minLength: 32 - maxLength: 32)
  • participants: (array of ChatParticipant)

    Items: ChatParticipant

    • alias: required(string)
    • uniquekey: required(string)
  • transcript: required(object)
    • messages: required(array of NewChatTranscript)

      Items: NewChatTranscript

      • message: required(string)
      • originator: required(string)
      • timestamp: (datetime)

        ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z

      • system_message: (boolean)
      • type: (text - default: text)

Examples:

Inbound chat discussion:

{
  "originator": "sam.i.am@greeneggs.ham",
  "destination": " 123456Support@Test.com",
  "from_queue": {
   "id": "999102030405060708090A0B0C0D0E0F",
    "name": "My support chat"
  },
  "title": "Discussion with Bot",
  "channel_type": "chat",
  "channel_sub_type": "text",
  "participants": [
    {
      "alias": "Sam",
      "uniquekey": "sam.i.am@greeneggs.ham"
    },
    {
      "alias": "The Bot",
      "uniquekey": "bot@acme.com"
    }
  ],
  "transcript": {
    "messages": [
      {
        "message": "Goodbye. Please wait while I transfer you to the queue. Have a nice day.",
        "originator":"bot@acme.com",
        "timeStamp": "2021-08-07T12:44:22.453Z",
        "type": "text"
      },
      {
        "message": "I would like to talk to a human agent",
        "originator": "sam.i.am@greeneggs.ham",
        "timeStamp": "2021-08-07T12:44:21.453Z",
        "type": "text"
      },
      {
        "message": "Is there anything else I can help with?",
        "originator": "bot@acme.com",
        "timeStamp": "2021-08-07T12:44:20.453Z",
        "type": "text"
      },
      {
        "message": "Welcome! How can I help you?",
        "originator": "bot@acme.com",
        "timeStamp": "2021-08-07T12:44:19.453Z",
        "type": "text"
      }
    ]
  }
}

Outbound chat message:

{
  "originator": "kjiouioy9i89987ttydrtxfc@sms.sinchconversation.com",
  "destination": "+5521244222225555",
  "from_queue": {
   "id": "999102030405060708090A0B0C0D0E0F",
    "name": "Sinch conversation SMS Queue"
  },
  "title": "",
  "date_created": "2021-11-07T12:42:12.670Z",
  "channel_type": "chatout",
  "channel_sub_type": "sms",
  "participants": [
    {
      "alias": "SMS Queue",
      "uniquekey": "kjiouioy9i89987ttydrtxfc@sms.sinchconversation.com"
    }
  ],
  "transcript": {
    "messages": [
      {
        "message": "It's time do yearly maintenance for your Mercedes. You can call us or check our website www.sinch.com for booking online.",
        "originator":"kjiouioy9i89987ttydrtxfc@sms.sinchconversation.com"
      }
    ]
  }
}

HTTP status code 201

Returns the created id.

Body

Media type: text/html

Type: any

Example:

F5168FBDD6914C8DB1C6D0BD64563A39

get

Entity representing a chat.

get

Get the chat with chatId = {chatId}.

Get the chat with chatId = {chatId}.

URI Parameters

  • chatId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • channel_type: required(string)
  • channel_sub_type: required(string)
  • type: required(one of ChatIn, ChatOut)
  • typeDetails: required(string)

    Operative database has the following types: Chat, ChatOut

  • status: required(one of InQueue, InProcess, Handled, Abandoned)
  • statusDetails: required(string)

    Operative database has the following statuses: Deleted, Handled, Closed, Pending, Sent, Open, Forwarded

  • originator: required(string)

    Source address. Phone number or email address.

  • destination: required(string)

    Phone number or email address.

  • date_created: required(datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z

  • from_queue: required(object)
    • id: required(string - minLength: 32 - maxLength: 32)
    • name: required(string)
  • participants: (array of ChatParticipant)

    Included only when only one chat is fetched.

    Items: ChatParticipant

    • alias: required(string)
    • uniquekey: required(string)
  • transcript: (object)

    Included only when only one chat is fetched.

    • messages: required(array of ChatTranscript)

      Items: ChatTranscript

      • message: required(string)
      • originator: required(string)
      • timestamp: required(datetime)

        ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z

      • system_message: required(boolean)
      • type: required(one of text, attachment)
  • agentId: (string - minLength: 32 - maxLength: 32)

    The agent who is handling or who has handled this contact. Null value not returned - there is no agent.

  • agentName: (string)

Example:

{
  "id": "9964A286A4E711E680F7005056AD5BC6",
  "originator": "sam.i.am@greeneggs.ham",
  "destination": " 123456Support@Test.com",
  "from_queue": {
   "id": "999102030405060708090A0B0C0D0E0F",
    "name": "My support chat"
  },
  "title": "",
  "date_created": "2016-11-07T12:42:12.670Z",
  "channel_type": "chat",
  "channel_sub_type": "text",
  "participants": [
    {
      "alias": "Mark",
      "uniquekey": "Mark.Smith@SinchCCtr.com"
    },
    {
      "alias": "Sam",
      "uniquekey": "sam.i.am@greeneggs.ham"
    },
    {
      "alias": "John",
      "uniquekey": "John.Doe@SinchCCtr.com"
    },
    {
      "alias": "",
      "uniquekey": "Sinch Contact Center"
    }
  ],
  "transcript": {
    "messages": [
      {
        "message": "Bye",
        "originator": "Mark.Smith@SinchCCtr.com",
        "timeStamp": "2016-11-07T12:44:27.667Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "No, many thanks. Bye",
        "originator": "sam.i.am@greeneggs.ham",
        "timeStamp": "2016-11-07T12:44:25.220Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "Is there anything else I can help with ?",
        "originator": "Mark.Smith@SinchCCtr.com",
        "timeStamp": "2016-11-07T12:44:19.453Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "I will send this to you at your provided address",
        "originator": "Mark.Smith@SinchCCtr.com",
        "timeStamp": "2016-11-07T12:44:12.657Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "I am happy to help you with your catalogue request",
        "originator": "Mark.Smith@SinchCCtr.com",
        "timeStamp": "2016-11-07T12:44:01.997Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "This is Mark",
        "originator": "Mark.Smith@SinchCCtr.com",
        "timestamp": "2016-11-07T12:43:47.087Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "Hello.",
        "originator": "Mark.Smith@SinchCCtr.com",
        "timestamp": "2016-11-07T12:43:44.763Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "One moment please",
        "originator": "John.Doe@SinchCCtr.com",
        "timestamp": "2016-11-07T12:43:08.927Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "Sure, let me transfer you to the colleague in that department",
        "originator": "John.Doe@SinchCCtr.com",
        "timestamp": "2016-11-07T12:43:02.877Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "Hi, Could you help me with purchases of bikes? I would like the latest catalogue?",
        "originator": "sam.i.am@greeneggs.ham",
        "timestamp": "2016-11-07T12:42:50.850Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "Hello. How may I help you?",
        "originator": "John.Doe@SinchCCtr.com",
        "timestamp": "2016-11-07T12:42:27.867Z",
        "type": "text",
        "system_message": false
      },
      {
        "message": "Position in queue: 1 - \nNumber of agents: 4",
        "originator": "Sinch Contact Center",
        "timestamp": "2016-11-07T12:42:10.953Z",
        "type": "text",
        "system_message": true
      }
    ]
  }
}

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

/callRecordings

Collection of callRecordings.

get

get

Get a list of callRecordings.

get

Entity representing a callRecording.

get

Get the callRecording with callRecordingId = {callRecordingId}.

Get the callRecording with callRecordingId = {callRecordingId}.

URI Parameters

  • callRecordingId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • call_id: required(string - minLength: 32 - maxLength: 32)
  • contact_id: required(string - minLength: 32 - maxLength: 32)
  • owner_id: required(string - minLength: 32 - maxLength: 32)
  • owner_type: required(one of user, queue, outbound campaign)
  • owner_name: required(string)
  • file_name: required(string)
  • file_path: required(string)
  • creation_time: required(datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z

  • listen_log: required(array of CallRecordingListenLog)

    Included only when only one call recording is fetched.

    Items: CallRecordingListenLog

    • id: (string - minLength: 32 - maxLength: 32)
    • user_guid: (string - minLength: 32 - maxLength: 32)

      The currently logged in user is used when posting new.

    • user_id: (string)

      Login name. The currently logged in user is used when posting new.

    • user_name: (string)

      The currently logged in user is used when posting new.

    • description: required(string)

      Required when posting new.

    • userSessionId: required(string)

      Required when posting new.

    • time_stamp: (datetime)

      ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z The current server time is used in posting if not given.

Example:

{
    "call_id": "475CD7FA939747CD9885379F5C4DEE08",
    "contact_id": "08355C40FB5BE711810B005056AD5BC6",
    "creation_time": "2017-06-28T12:14:11.517Z",
    "file_name": "12888\\2017_06_04\\28_15_14_08_SSR_12888_475CD7FA939747CD9885379F5C4DEE08.wav",
    "file_path": "",
    "id": "8534EC49FB5BE711810B005056AD5BC6",
    "listen_log": [
        {
            "description": "xxx",
            "time_stamp": "2017-06-28T12:16:23.517Z",
            "user_guid": "D0248B3AE770490EA9A7BE954BE7BA63",
            "user_id": "mark.smith",
            "user_name": "Smith, Mark"
        }
    ],
    "owner_id": "D0248B3AE770490EA9A7BE954BE7BA63",
    "owner_name": "Smith, Mark",
    "owner_type": "user"
}

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

get post

Collection of listenLog.

get

Get a list of listenLog.

post

Add a new listenLog.

Get a list of listenLog.

URI Parameters

  • callRecordingId: required(string)

Query Parameters

  • language: (string)

    Define with a two-character code (ISO 639) the language to which the translatable values are translated. By default, logged-on user’s language is used.

    Example:

    language=FI

HTTP status code 200

Body

Media type: application/json

Type: array of object

Items: listenLogs

  • id: (string - minLength: 32 - maxLength: 32)
  • user_guid: (string - minLength: 32 - maxLength: 32)

    The currently logged in user is used when posting new.

  • user_id: (string)

    Login name. The currently logged in user is used when posting new.

  • user_name: (string)

    The currently logged in user is used when posting new.

  • description: required(string)

    Required when posting new.

  • userSessionId: required(string)

    Required when posting new.

  • time_stamp: (datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z The current server time is used in posting if not given.

Example:

[
    {
        "id": "F0DA314476984627B84BE99AB98C6AA6",
        "description": "listened because",
        "userSessionId": "6936084DBA3C4941C80F2CB2E3EC00E3",
        "user_guid": "B2C178ABC2E84BA4A7E5B091E3FC5451",
        "user_id": "Agent Login",
        "user_name": "Agent, Name",
        "time_stamp": "2016-04-15T05:58:53.650Z"
    },
    {
        "id": "4933E5ECB9784F1C96A5F6E047995432",
        "description": "listened again",
        "userSessionId": "userSessionId",
        "user_guid": "30BAC5C8C39A4CA5A5B1C5509EE4F12B",
        "user_id": "Agent2 Login",
        "user_name": "Agent2, Name",
        "time_stamp": "2016-04-15T05:58:53.650Z"
    }
]

HTTP status code 400

Bad Request

Body

Media type: text/plain

Type: any

Example:

Invalid GUID: '2B8ED95B0EC911E79675005056A75D9'

Add a new listenLog.

URI Parameters

  • callRecordingId: required(string)

Body

Media type: application/json

Type: object

Properties
  • id: (string - minLength: 32 - maxLength: 32)
  • user_guid: (string - minLength: 32 - maxLength: 32)

    The currently logged in user is used when posting new.

  • user_id: (string)

    Login name. The currently logged in user is used when posting new.

  • user_name: (string)

    The currently logged in user is used when posting new.

  • description: required(string)

    Required when posting new.

  • userSessionId: required(string)

    Required when posting new.

  • time_stamp: (datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z The current server time is used in posting if not given.

Example:

{
    "description": "listened because",
    "userSessionId": "6936084DBA3C4941C80F2CB2E3EC00E3"
}

HTTP status code 201

Returns the created id.

Body

Media type: text/html

Type: any

Example:

F5168FBDD6914C8DB1C6D0BD64563A39

/callbacks

Collection of callbacks.

get post

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.

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.

Body

Media type: application/json

Type: object

Properties
  • callbackQueueNumber: required(string)
  • customerNumber: required(string)
  • extraData: (string)
  • gwPrefix: (string)
  • nextCallTime: (datetime)
  • notes: (string)

Example:

{
    "nextCallTime": "2019-10-04T12:36:02.440Z",
    "customerNumber": "85412369512",
    "callbackQueueNumber": "505"
}

HTTP status code 201

Returns the created id.

Body

Media type: text/html

Type: any

Example:

F5168FBDD6914C8DB1C6D0BD64563A39

get put

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.

Get the callback with callbackId = {callbackId}.

URI Parameters

  • callbackId: required(string)

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • callbackQueueNumber: required(string)
  • creationTime: required(datetime)
  • creatorId: (string - minLength: 32 - maxLength: 32)
  • creatorName: (string)
  • customerNumber: required(string)
  • extraData: (string)
  • gwPrefix: (string)
  • failures: required(number)
  • lastCallTime: (datetime)
  • lastResult: (string)
  • maxCalls: required(number)
  • nextCallTime: (datetime)
  • notes: (string)
  • originalQueueNumber: required(string)
  • originalQueueName: (string)

Example:

{
    "callbackQueueNumber": "153",
    "creationTime": "2019-09-13T11:51:17.670Z",
    "creatorId": "8EE34E893B224131AACF44677F60CF54",
    "creatorName": "Smith, John",
    "customerNumber": "+35854852156",
    "extraData": "<XML><Skills>ENGLISH=4</Skills></XML>",
    "gwPrefix": "FIN",
    "failures": 1,
    "id": "C42C6D5CF4004CC3B75E104654D9C5BE",
    "lastCallTime": "2019-09-16T14:25:02.840Z",
    "lastResult": "NO_ANSWER",
    "maxCalls": 99,
    "nextCallTime": "2019-09-13T11:52:21.480Z",
    "notes": "Comments",
    "originalQueueNumber": "152",
    "originalQueueName": "Sales"
}

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

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.

URI Parameters

  • callbackId: required(string)

Body

Media type: application/json

Type: object

Properties
  • id: (string - minLength: 32 - maxLength: 32)
  • creationTime: (datetime)
  • customerNumber: required(string)
  • extraData: (string)
  • gwPrefix: (string)
  • failures: (number)
  • lastCallTime: (datetime)
  • lastResult: required(one of SUCCESSFUL, BUSY, NO_ANSWER, VOICEMAIL, CUSTOM_TIME, OTHER, HANDLED, RESCHEDULE)
  • maxCalls: (number)
  • nextCallTime: (datetime)
  • notes: required(string)
  • originalQueueNumber: (string)
  • originalQueueName: (string)
  • callbackQueueNumber: (string)

Example:

{
    "callbackQueueNumber": "153",
    "creationTime": "2019-09-13T11:51:17.670Z",
    "customerNumber": "+35854852156",
    "id": "C42C6D5CF4004CC3B75E104654D9C5BE",
    "lastCallTime": "2019-09-16T14:25:02.840Z",
    "lastResult": "HANDLED",
    "notes": "Comments",
    "originalQueueNumber": "152",
    "originalQueueName": "Sales"
}

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

/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

Get a list of contacts.

get

Entity representing a contact.

get

Get the contact with contactId = {contactId}.

Get the contact with contactId = {contactId}.

URI Parameters

  • contactId: required(string)

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)
  • contactGroupId: required(string - minLength: 32 - maxLength: 36)

    When contact is transferred, then it gets the new id but contactGroupId stays the same. Chats and emails have 36 characters with hyphens while phone calls have 32 characters without hyphens.

  • channel: required(one of PHONE, CHAT, EMAIL)
  • type: required(one of CallIn, CallOut, ChatIn, ChatOut, EmailIn, EmailOut)
  • typeDetails: required(string)

    Original type from Monitoring/Reporting/Operative database. Operative database has the following types: ACTION, Chat, ChatOut, EMAIL, EMAILOUT, TASK, OII_EMAIL, XRI

  • subtype: (one of text, video, sms, facebook, wechat, whatsapp)

    Currently used for chat channel only.

  • status: required(one of Pending, InQueue, InProcess, Handled, Abandoned)
  • statusDetails: required(string)

    Original status from Monitoring/Reporting/Operative database. Operative database has the following statuses: Deleted, Handled, Closed, Pending, Sent, Open, Forwarded

  • source: required(string)

    Phone number or email address.

  • destination: required(string)

    Phone number or email address.

  • agentId: (string - minLength: 32 - maxLength: 32)

    The agent who is handling or who has handled this contact. Null value not returned - there is no agent.

  • agentName: (string)
  • queueId: (string - minLength: 32 - maxLength: 32)

    The queue in which this contact was created. Null value not returned - there is no queue.

  • queueName: (string)
  • arrivalTime: required(datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z

  • disconnectTime: (datetime)

    Null if contact is not ended yet.

  • totalDuration: required(number)

    Milliseconds from arrivalTime to disconnectTime or to current time.

  • record: (boolean)

    True if contact is phone call and has recording, null otherwise.

  • script: (boolean)

    True if contact has script, null otherwise.

  • subject: (string)
  • requiredAgent: (object)

    Required or preferred agent if queuing/pending contact has one.

    • id: required(string - minLength: 32 - maxLength: 32)

      Required/preferred agent ID.

    • name: required(string)

      Required/preferred agent name.

    • type: required(number)

      1 if required agent, 2 if preferred agent.

    • expirationTime: (datetime)

      ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z.

  • connectTime: (datetime)

    ISO-8601 UTC timestamp in format 2011-12-31T13:15:30.123Z, null if not connected. Provided only if statistics=true is given.

  • waitingDuration: (number)

    Milliseconds from arrivalTime to connectTime (if connected) or to disconnectTime (if not connected) or to current time (if still in queue). Provided only if statistics=true is given.

  • handlingDuration: (number)

    Milliseconds from connectTime (if connected) to disconnectTime or to current time (if still in process). Provided only if statistics=true is given.

  • wrapUpTotalDuration: (number)

    Milliseconds from disconnectTime to wrap-up ended time (not provided) or to current time (if still in wrap-up). Provided only if statistics=true is given.

Example:

{
  "id": "DBEC8B07E3F0E9119E1D0050568C5E24",
  "contactGroupId": "73CED646FA0947E0AA4E0367FB1B9BCC",
  "channel": "PHONE",
  "type": "CallIn",
  "typeDetails": "IVR",
  "status": "Handled",
  "statusDetails": "Handled_AOT",
  "source": "0505551234",
  "destination": "0505550000",
  "queueId": "1EFC92416F0A46DC9BBC08A842B89D93",
  "queueName": "Phone Queue",
  "arrivalTime": "2019-10-17T13:35:49.773Z",
  "disconnectTime": "2019-10-17T13:35:49.780Z",
  "totalDuration": 7,
  "record": true,
  "script": true,
  "requiredAgent": {
    "type": 2,
    "expirationTime": "2024-05-05T08:55:24.563Z",
    "id": "30BAC5C8C39A4CA5A5B1C5509EE4F12B",
    "name": "Surname, First Name"
  }
}

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

get post put

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.

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

URI Parameters

  • contactId: required(string)

HTTP status code 200

Body

Media type: text/plain

Type: any

Example:

Old remarks.

HTTP status code 204

No content - The contact was not found.

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.

URI Parameters

  • contactId: required(string)

Body

Media type: text/plain

Type: any

Example:

New remarks.

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

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

URI Parameters

  • contactId: required(string)

Body

Media type: text/plain

Type: any

Example:

New remarks.

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

/messages

Collection of messages.

get post

get

Get a list of messages.

post

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)

    Added by the system

  • message: required(string - minLength: 1 - maxLength: 2000)

    In case of template contentType, use same format as for Reply Templates

  • source: required(string)

    This must be an existing chat queue address

  • subType: required(string)

    For example sms, whatsapp, telegram.

  • sendTime: (datetime)

    ISO-8601 UTC timestamp in format 2020-06-31T13:15:30.123Z.

  • creationDate: (datetime)

    Added by the system

  • maxRetryCount: (integer - default: 5 - maximum: 10)
  • retryDelay: (integer - default: 300 - minimum: 60 - maximum: 3600)

    Retry delay in seconds

  • contentType: (one of text, template - default: text)
  • destinations: required(array of object)

    Items: items

    • address: required(string - minLength: 1 - maxLength: 256)

      Phone number of the message recipient

    • status: (one of ADDED, PROCESSING, FAILED, HANDLED)

Examples:

SMS message with schedule:

{
   "destinations": {
       "destination": [
           {
               "address": +36584215"
           },
           {
               "address": "854125477"
           }
       ]
   },
   "message": "It's time do yearly maintenance for your Mercedes. You can call you us or check free time from web www.sinch.com",
   "source": "12345678@sms.social365.com",
   "subType": "sms",
   "sendTime": "2020-03-12T12:36:01.320Z",
   "maxRetryCount": 2,
   "retryDelay": 300
}

WhatsApp template message:

{
   "destinations": {
       "destination": [
           {
               "address": "+32542115485"
           }
       ]
   },
   "message": "{\"template_body\": \"Dear Customer Your Reservation is ready. Please select your method of ticket delivery: Email,  Post or WhatsApp\",\"type\": \"template\",\"template_id\": \"buttons_appt\",\"language_code\": \"en\",\"parameters\": {\"body[1]text\": \"Customer\",\"body[2]text\": \"ready\",\"button[0]quick_reply[1]text\": \"button0text\",\"button[1]quick_reply[1]text\": \"button1text\",\"button[2]quick_reply[1]text\": \"button2text\"}}",
   "source": "11ERHG2PJ0NJKMNF7WRTR9Y1551@whatsapp.sinchconversation.com",
   "subType": "whatsapp",
   "contentType": "template"
}

HTTP status code 201

Returns the created id.

Body

Media type: text/html

Type: any

Example:

F5168FBDD6914C8DB1C6D0BD64563A39

get put delete

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.

Get the message with messageId = {messageId}.

URI Parameters

  • messageId: required(string)

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)

    Added by the system

  • message: required(string - minLength: 1 - maxLength: 2000)

    In case of template contentType, use same format as for Reply Templates

  • source: required(string)

    This must be an existing chat queue address

  • subType: required(string)

    For example sms, whatsapp, telegram.

  • sendTime: (datetime)

    ISO-8601 UTC timestamp in format 2020-06-31T13:15:30.123Z.

  • creationDate: (datetime)

    Added by the system

  • maxRetryCount: (integer - default: 5 - maximum: 10)
  • retryDelay: (integer - default: 300 - minimum: 60 - maximum: 3600)

    Retry delay in seconds

  • contentType: (one of text, template - default: text)
  • destinations: required(array of object)

    Items: items

    • address: required(string - minLength: 1 - maxLength: 256)

      Phone number of the message recipient

    • status: (one of ADDED, PROCESSING, FAILED, HANDLED)

Example:

{
    "destinations": {
        "destination": [
            {
                "address": "9874572",
                "status": "ADDED"
            },
            {
                "address": "9874574",
                "status": "ADDED"
            }            ]
    },
    "message": "It's time do yearly maintenance for your Mercedes. You can call you us or check free time from web.",
    "id": "7709311E00144664847200192C96BFA9",
    "creationTime": "2020-06-12T12:36:01.320Z",
    "source": "12345678@sms.social365.com",
    "subType": "sms",
    "sendTime": "2020-06-14T12:36:01.320Z",
    "maxRetryCount": 2,
    "retryDelay": 3600
}

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

Update the message with messageId = {messageId}.

Note: Provide all properties since all fields are updated.

URI Parameters

  • messageId: required(string)

Body

Media type: application/json

Type: object

Properties
  • id: required(string - minLength: 32 - maxLength: 32)

    Added by the system

  • message: required(string - minLength: 1 - maxLength: 2000)

    In case of template contentType, use same format as for Reply Templates

  • source: required(string)

    This must be an existing chat queue address

  • subType: required(string)

    For example sms, whatsapp, telegram.

  • sendTime: (datetime)

    ISO-8601 UTC timestamp in format 2020-06-31T13:15:30.123Z.

  • creationDate: (datetime)

    Added by the system

  • maxRetryCount: (integer - default: 5 - maximum: 10)
  • retryDelay: (integer - default: 300 - minimum: 60 - maximum: 3600)

    Retry delay in seconds

  • contentType: (one of text, template - default: text)
  • destinations: required(array of object)

    Items: items

    • address: required(string - minLength: 1 - maxLength: 256)

      Phone number of the message recipient

    • status: (one of ADDED, PROCESSING, FAILED, HANDLED)

Example:

{
    "destinations": {
        "destination": [
            {
                "address": "9874572"
            },
            {
                "address": "9874574"
            }
        ]
    },
    "message": "It's time do yearly maintenance for your Mercedes. You can call you us or check free time from web.",
    "id": "7709311E00144664847200192C96BFA9",
    "creationTime": "2020-06-12T12:36:01.320Z",
    "source": "12345678@sms.social365.com",
    "subType": "sms",
    "sendTime": "2020-06-14T12:36:01.320Z",
    "maxRetryCount": 2,
    "retryDelay": 3600
}

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

Delete the message.

URI Parameters

  • messageId: required(string)

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

/customerConsents

Collection of customerConsents.

get post

get

Get a list of customerConsents.

post

Add new or update existing customer consent.

Add new or update existing customer consent.

Body

Media type: application/json

Type: object

Properties
  • address: required(string)
  • usage: required(one of whatsapp, recording)
  • consent: required(boolean)

Example:

{
    "address": "+8541255455",
    "usage": "whatsapp",
    "consent": true
}

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

get delete

Entity representing a customerConsent.

get

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

delete

Delete the customerConsent.

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

URI Parameters

  • usage: required(string)
  • address: required(string)

HTTP status code 200

Body

Media type: application/json

Type: object

Properties
  • address: required(string)
  • usage: required(one of whatsapp, recording)
  • consent: required(boolean)

Example:

{
    "address": "+8541255455",
    "usage": "recording",
    "consent": true
}

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found

Delete the customerConsent.

URI Parameters

  • usage: required(string)
  • address: required(string)

HTTP status code 204

No content - The server has successfully fulfilled the request and there is no additional content to send in the response payload body.

HTTP status code 404

Not Found

Body

Media type: text/plain

Type: any

Example:

HTTP 404 Not Found