Dialogue Cloud

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

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

Note: Please note that only skills that have the setting "ShowOnWallboard" enabled will be displayed in the response.

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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

Note: Please note that only skills that have the setting "ShowOnWallboard" enabled will be displayed in the response.

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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)