Core REST API
Introduction
Anywhere365 introduces a Representational State Transfer (REST) service, which can be used to pull realtime date directly from the dashboard. For example you can use this information to create a streaming dataset with Power BI, connect with Microsoft Flow or any other application which can integrate with a REST API.
Prerequisites
-
Available for UCC Core service from 5.0.16453.0 and higher
Available REST API's
Get All Agents
URL: http(s)://{fqdnFDQN 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]}/dashboardservice/api/{uccname}/agent
This shows information about all signed-in agents only (formal signed-in or informal)
Note If you also want to see the formal signed-out agents, you can add a parameter:
URL: 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 address of the agent. |
Skills |
The skills the agent owns.
|
TotalCallsToday |
The amount of calls the agent has accepted today. |
Get Agent By URI (no “sip:”)
URL: 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.
|
TotalCallsToday |
The amount of calls the agent has accepted today |
Get Active calls of Agent By URI (no sip:)
URL: 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
URL: http(s)://{fqdn}/dashboardservice/api/{uccname}/calls
This shows information about all active UCC calls (in queue, in IVRInteractive Voice Response (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
URL: 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
URL: 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
URL: 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) |
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