Core REST API

Introduction

Anywhere365 has a Representational State Transfer (REST) Application Programming Interface (API), which can be used to GET realtime data directly from the dashboard service. For example you can use this information to connect with a Microsoft Power BI, Power Automate flow or any other application which can integrate with a REST API.

Prerequisites

Available for UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Core service from 5.0.16453.0 and higher

Legend

A legend of variables used in the provided examples

Item	Description
{fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]}	The public fqdn by which your UCC's webservices are accessible. Format is https://<GUID GUID stands for Globally Unique Identifier (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else.>-<0x>.<region>.anywhere365.cloud/ example: https://0de4a1d4-2fdf-44e3-845c-2f4b645a5ecf-02.emea-weu.anywhere365.cloud/. TIP: This fqdn would be similar to, for example, part of your WebWallboard URL or what you use to configure UCC Host in Snapper. or
{uccname}	The technical ucc name (i.e. not the displayname). TIP: in SharePoint you can find the technical name by looking at the "name" part of the MainEndpoint Sip Address (i.e. between the: "sip:" and the "@" sign)
{skillname}	Name of the Skill as entered in the SharePoint skills list. TIP: If your skillname contains spaces replace these with "%20" code Example: Skillname in SharePoint is "technical support", replace in API with "technical%20support"

Note: Only from within Dialogue Studio (which is a local service "inside" Dialogue Cloud) a local fqdn over http may be configured.
Format is like http://<GUID>-<0x>.<region>.dialoguecloud.local/
example: http://0de4a1d4-2fdf-44e3-845c-2f4b645a5ecf-02.emea-weu.dialoguecloud.local/.

Available REST API's

Get All Agents

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HTTP Request

GET http(s)://{fqdn}/dashboardservice/api/{uccname}/agent

This shows information about all signed-in agents only (formal signed-in or informal)

Parameters

If you also want to see the formal signed-out agents, you can add a parameter:

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HTTP Request

GET http(s)://{fqdn}/dashboardservice/api/{uccname}/agent?includeFormalStopped=true

Fields

Item	Description
ActivityToken	The current activity of the agent. Empty of no activity.
AverageHandlingTime	The average handling time of the agent
CsPresenceState	Name of the presence of the agent.
DeviceType	The last active device of the agent.
LastPresenceChange	The date/time of the last presence change of the agent
LastReasonCodeChange	The date/time of the last reason code change the agent has done
MaxChats	When the agent can't receive anymore chats than he currently is handling, the value would be true.
PresenceState	The current presence state of the agent.
ReasonCode	The current reason code the agent is in
RemainingWrapUpTime	The reaming wrap up time (DischargeDuration) the agent has.
SipAddress	The SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address of the agent.
Skills	The skills the agent owns. Name: The name of the skill that the agent has. Value: The score the agent has for this skill.
TotalCallsToday	The amount of calls the agent has accepted today.

Get Agent By URI (no “sip:”)

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HTTP Request

GET http(s)://{fqdn}/dashboardservice/api/{uccname}/agent/user@host

This shows information about all signed-in agents only (formal signed-in or informal)

Fields

Item	Description
AverageHandlingTime	The average handling time of the agent
LastPresenceChange	The date/time of the last presence change of the agent
LastReasonCodeChange	The date/time of the last reason code change the agent has done
MaxChats	When the agent can receive multiple chats, the value would be true.
PresenceState	The current presence state of the agent.
ReasonCode	The current reason code the agent is in
RemainingWrapUpTime	The reaming wrap up time (DischargeDuration) the agent has.
SipAddress	The SIP address of the agent.
Skills	The skills the agent owns. Name: The name of the skill that the agent has. Value: The score the agent has for this skill.
TotalCallsToday	The amount of calls the agent has accepted today

Get Active calls of Agent By URI (no sip:)

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HTTP Request

GET http(s)://{fqdn}/dashboardservice/api/{uccname}/agent/user@host/calls

Fields

String: Shows the LineURI(s) of the callers who are currently connected to this agent.

Get Calls

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HTTP Request

GET http(s)://{fqdn}/dashboardservice/api/{uccname}/calls

This shows information about all active UCC calls (in queue, in IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., connected with agent, etc)

Fields

Item	Description
AcceptedSince	The date/time when the agent accepted the call
Agent SipAdress	The SIP address of the agent who accepted the call
CallId	The unique correlation id of the call
ConnectedSince	The date/time when the caller entered the UCC
CustomerSipAddress	The SIP address or LineURI of the caller
DisconnectedSince	The date/time of the disconnect of the call
InQueueSince	The date/time of moment the caller went into the queue
Skill	The skill the caller is in
AgentDisplayName	The display name of the agent who accepted the call
CurrentlyHunting	When the UCC is hunting the agent the value would be true
CustomerDisplayName	The display name of the caller
Huntlist	List of agent who are selected for the hunt. Based on the reservations
IsHunting	When the UCC is hunting the agent the value would be true
IsOnHold	When the caller is on hold, the value would be true

Get Calls by skill

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HTTP Request

GET http(s)://{fqdn}/dashboardservice/api/{uccname}/calls/{skillname}

This shows information about all active UCC calls per skill (in queue, in IVR, connected with agent, etc)

Fields

Item	Description
AcceptedSince	The date/time when the agent accepted the call
Agent SipAdress	The SIP address of the agent who accepted the call
CallId	The unique correlation id of the call
ConnectedSince	The date/time when the caller entered the UCC
CustomerSipAddress	The SIP address or line URI of the caller
DisconnectedSince	The date/time of the disconnect of the call
InQueueSince	The date/time of moment the caller went into the queue
Skill	The skill the caller is in
AgentDisplayName	The display name of the agent who accepted the call
CurrentlyHunting	When the UCC is hunting the agent the value would be true
CustomerDisplayName	the display name of the caller
IsHunting	When the UCC is hunting the agent the value would be true
IsOnHold	When the caller is on hold, the value would be true

Get Queues

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HTTP Request

GET http(s)://{fqdn}/dashboardservice/api/{uccname}/queue

This shows information about all queues (skills)

Fields

Item	Description
AgentsOnCall	The amount of agents who are in a call for this skill
AvgWait	The average wait time (callers in the queue) in seconds
ID	The internal id of the skill
LongestWait	The time in seconds of the call who was in the queue for the longest time
Name	The name of the skill
CurrentSize	The amount of callers in the queue for this particular skill
MaxSize	The maximum size of the skill (OverflowThreshold setting)
Name	The name of the skill

Queues by skill

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HTTP Request

GET http(s)://{fqdn}/dashboardservice/api/{uccname}/queue/{skillname}

Fields

Item	Description
AgentsOnCall	The amount of agents who are in a call for this skill
AvgWait	The average wait time (callers in the queue) in seconds
ID	The internal id of the skill
LongestWait	The time in seconds of the call who was in the queue for the longest time
Name	The name of the skill
CurrentSize	The amount of callers in the queue for this particular skill
MaxSize	The maximum size of the skill (OverflowThreshold setting)