Interactions API Operations
Contents
Synchronous
The following operations are supported on /interactions:
| HTTP Operation | Description | Permissions |
|---|---|---|
| GET | Returns the list of all 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 being handled by the agent. | {"statusCode":0,"interactions":[same message format as CometD notifications for interactions]} | Agent |
| GET | N/A | Returns a list of interaction URIs that are 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 the 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 | Accepts a new interaction. This operation can be performed after a new interaction notification arrives. Accepting an interaction allows Agents to start working on it. | Agent |
| Reject | POST | Rejects a new interaction. This operation can be performed after a new interaction notification arrives. Rejecting an interaction allows an Agent the opportunity to work on a different interaction. | Agent |
| Cancel | POST | Cancels a new interaction. This operation can be performed after a client successfully completes either a Reply or ReplyAll operation. It is used when the client no longer wants to continue work on an incomplete interaction. | Agent |
| Complete | POST | Stops the interaction processing. This operation can be performed after an agent has finished working on an interaction. | Agent |
| PlaceInQueue | POST | Places the interaction into a queue. This operation can be performed on an interaction so that another person can continue processing it. | Agent |
| UpdateUserData | POST | Updates the interaction properties. This operation can be performed on an interaction that an agent is currently working on. | Agent |
| AttachUserData | POST | Updates the interaction properties. This operation can be performed on an interaction that an agent is currently working on. | Agent |
| DeleteUserData | POST | Updates the interaction properties. This operation can be performed on an interaction that an agent is currently working on. | Agent |
| PlaceInWorkbin | POST | Places the interaction into a specified workbin. The agent can place the interaction in a workbin to continue the processing later. | Agent |
| GetWorkbinContent | POST | Returns the contents of a given workbin. | Agent |
| SingleStepTransfer | POST | Transfers interaction ownership from one agent to another agent. | Agent |
Accept
An agent (User) can either accept or rejecting a new interaction invitation. Accepting the invitation associates the interaction with the agent. This association or "ownership" continues until that agent performs a "Complete", "Transfer", or "Re-direct" action on the interaction. A successful request results in an empty HTTP 200 response. In most cases, the true response arrives on the CometD topic (channel) /v2/me/interactions/.
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"Accept"
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
Reject
An agent (User) can either accept or reject a new interaction invitation. A successful request results 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
}
Cancel
This operation can be performed after an agent (User) successfully creates a "Reply" or "ReplyAll" operation. This is typically called when the agent (User) no longer wants to continue work on an incomplete interaction.
HTTP Request
POST on /me/interactions/{id}
{
"operationName":"Cancel"
}
HTTP Response
Success
{
"status": 0
}
Failed
{
"statusCode":an integer value above 0,
"statusMessage":details
}
Complete
The agent can perform this operation after he or she accepts the interaction invitation. This operation ends the agent's ownership of the interaction. The agent (User) should perform this operation if he or she has finished working on the interaction
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"Complete"
}
Output
Success
{
"statusCode": 0
}
Failed
{
"statusCode": an integer value above 0,
"statusMessage":details}
PlaceInQueue
The agent (User) can perform this operation after accepting the interaction invitation. This ends the agent's ownership of the interaction.
The agent should use this operation if another agent will handle further processing of the interaction.
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"PlaceInQueue"
"queueName":queue-name
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
UpdateUserData
This operation can be performed on an interaction that an agent is working on.
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"UpdateUserData"
"userData":
{
"field1" : value1,
"field2" : value2,
"field3" :
{
"fieldA" : valueA,
"fieldB" : valueB
}
}
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
AttachUserData
This operation can be performed on an interaction that an agent is working on.
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"AttachUserData"
"userData":
{
"field1" : value1,
"field2" : value2,
"field3" :
{
"fieldA" : valueA,
"fieldB" : valueB
}
}
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
DeleteUserData
This operation can be performed on an interaction that an agent is working on.
Input Parameters
POST on /me/interactions/{id}
{
"operationName":"DeleteUserData"
"userData":
{
"field1" : value1,
"field2" : value2,
"field3" :
{
"fieldA" : valueA,
"fieldB" : valueB
}
}
}
Output
Success
{
"status":"ok"
}
Failed
{
"status":"error",
"errorDescription":details
}
PlaceInWorkbin
The agent can use this operation to 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 returns the contents of a workbin. The content comes 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 contains the same information as found in the new notification messages.
SingleStepTransfer
This operation transfers interaction ownership from one agent to another agent. The functionality may vary among different media types. For further details, see the media type sub-topics.
Input
{
"operationName":"Transfer",
"userId":a unique Agent identifier
}
HTTP Response
Success
{
"statusCode": 0
}
Failed
{
"statusCode": an integer value above 0,
"statusMessage":details
}
See also
Refer to the following topics for more information about the Interactions API: