Overview

API Usage Leveraging the session cookie from agent browser.

https://vcc-na4.8x8.com/AGUI/controlRecording.php?action=pause&token=d3078e5b5817f3a8ad4baf32adc124cf

Query Parameters

Examples

https://vcc-na7.8x8.com/AGUI/controlRecording.php?action=pause&token=d3078e5b5817f3a8ad4baf32adc124cf

https://vcc-na7.8x8.com/AGUI/controlRecording.php?action=resume&token=d3078e5b5817f3a8ad4baf32adc124cf

function controlRecording(action) {
        var query = [
            "action=" + action,
            "token=d3078e5b5817f3a8ad4baf32adc124cf"
        ];

        var url = "https://vcc-instance.8x8.com/AGUI/controlRecording.php?" + query.join("&");
        var iframe = document.createElement('iframe');
        iframe.src = url;
        iframe.onload = function () {
            document.body.removeChild(iframe);
        }
        document.body.appendChild(iframe);
    }

    controlRecording("resume"); // or "pause"

API leveraging tenantId and agentId or email to identify agent from any source.

curl -X PUT -u {tenantId}:{token} 'https://vcc-sb1.8x8.com/api/tstats/rccontrol/{action}/{tenantId}/agentId/{agentId}'

curl -X PUT -u {tenantId}:{token} 'https://vcc-sb1.8x8.com/api/tstats/rccontrol/{action}/{tenantId}/email/{email}'

Query Parameters

Examples

curl -X PUT -u dev10pedro:00a5c5dd78ba119df8e361288b709e4c2d19ef440c0f2af96d48ead1faa78c9b 'https://vcc-sb1.8x8.com/api/tstats/rccontrol/pause/dev10pedro/agenId/yzhuang'

 curl -X PUT -u dev10pedro:00a5c5dd78ba119df8e361288b709e4c2d19ef440c0f2af96d48ead1faa78c9b 'https://vcc-sb1.8x8.com/api/tstats/rccontrol/pause/dev10pedro/email/yiyang.zhuang@8x8.com'

curl -X PUT -u dev10pedro:00a5c5dd78ba119df8e361288b709e4c2d19ef440c0f2af96d48ead1faa78c9b 'https://vcc-sb1.8x8.com/api/tstats/rccontrol/resume/dev10pedro/agenId/yzhuang'

curl -X PUT -u dev10pedro:00a5c5dd78ba119df8e361288b709e4c2d19ef440c0f2af96d48ead1faa78c9b 'https://vcc-sb1.8x8.com/api/tstats/rccontrol/resume/dev10pedro/email/yiyang.zhuang@8x8.com'

Response Codes

Additional Information

• There is no return error for any failure of pausing or resuming recordings.
• There is no support for starting recording from this API. For the transaction that recording has not been started, pause and resume requests will be ignored.
• The request applies on the active transaction the corresponding agent is currently with.

Overview

Testing Using A Browser

https://vcc-na4.8x8.com/api/rtstats/stats/agents

Testing Using Curl

curl -u acme:ac12343934687a839cf https://vcc-na4.8x8.com/api/rtstats/stats/agent/jdoe.json

Agents

List all agents

/agents

Show a named agent

/agent/{agent-id}

<agent>
    <active-customer-chat-count>-1</active-customer-chat-count>
    <agent-guid>
detestacct801-ag3276621-cb1f16ae-d5a8-4658-a467-e1d9c3b8467f
    </agent-guid>
    <agent-id>ag3276621</agent-id>
    <agent-media-id>0</agent-media-id>
    <agent-name>Marie Sanders</agent-name>
    <agent-status>9</agent-status>
    <agent-sub-status>none</agent-sub-status>
    <assigned-skill-count>3</assigned-skill-count>
    <day-accepted-count>0</day-accepted-count>
    <day-available-time>0</day-available-time>
    <day-avg-processing-time>0</day-avg-processing-time>
    <day-break-time>0</day-break-time>
    <day-login-time>0</day-login-time>
    <day-offline-time>0</day-offline-time>
    <day-processing-time>0</day-processing-time>
    <day-rejected-count>0</day-rejected-count>
    <day-wrap-up-time>0</day-wrap-up-time>
    <enabled-skill-count>3</enabled-skill-count>
    <group-id>108</group-id>
    <idle-start-time>-1</idle-start-time>
    <last-login-time>-1</last-login-time>
    <longest-active-customer-chat-duration>-1</longest-active-customer-chat-duration>
    <max-concurrent-customer-chat>1</max-concurrent-customer-chat>
    <phone-line1-status>-1</phone-line1-status>
    <phone-line1-status-time>0</phone-line1-status-time>
    <phone-line2-status>-1</phone-line2-status>
    <phone-line2-status-time>0</phone-line2-status-time>
    <status-code-item-id/>
    <status-code-item-short-code/>
    <status-code-list-id/>
    <thirty-min-accepted-count>0</thirty-min-accepted-count>
    <thirty-min-available-time>0</thirty-min-available-time>
    <thirty-min-avg-handling-time>0</thirty-min-avg-handling-time>
    <thirty-min-break-time>0</thirty-min-break-time>
    <thirty-min-offline-time>0</thirty-min-offline-time>
    <thirty-min-processing-time>0</thirty-min-processing-time>
    <thirty-min-rejected-count>0</thirty-min-rejected-count>
    <thirty-min-wrap-up-time>0</thirty-min-wrap-up-time>
    <time-in-status>206526</time-in-status>
</agent>

Queues

List all queues

/queues

Show a named queue

/queue/{queue-id}

<queue>
    <agent-count-busy>0</agent-count-busy>
    <agent-count-loggedOut>1</agent-count-loggedOut>
    <agent-count-onBreak>0</agent-count-onBreak>
    <agent-count-postProcess>0</agent-count-postProcess>
    <agent-count-waitTransact>0</agent-count-waitTransact>
    <agent-count-workOffline>0</agent-count-workOffline>
    <day-abandoned>0</day-abandoned>
    <day-accepted>0</day-accepted>
    <day-avg-duration>0</day-avg-duration>
    <day-avg-wait-time>0</day-avg-wait-time>
    <day-queued>0</day-queued>
    <day-sla-activity>0</day-sla-activity>
    <assigned-agent-count>1</assigned-agent-count>
    <enabled-agent-count>1</enabled-agent-count>
    <longest-wait-time>0</longest-wait-time>
    <media-type>vmail</media-type>
    <number-in-offered>0</number-in-offered>
    <number-in-progress>0</number-in-progress>
    <queue-id>116</queue-id>
    <queue-name>Tech Support</queue-name>
    <queue-size>0</queue-size>
    <queue-type>vmail</queue-type>
    <sla-activity>0</sla-activity>
    <sla-target>0</sla-target>
    <thirty-min-abandoned>0</thirty-min-abandoned>
    <thirty-min-accepted>0</thirty-min-accepted>
    <thirty-min-avg-duration>0</thirty-min-avg-duration>
    <thirty-min-avg-wait-time>0</thirty-min-avg-wait-time>
    <thirty-min-longest-wait-time>0</thirty-min-longest-wait-time>
    <thirty-min-queued>0</thirty-min-queued>
    <thirty-min-sla-activity>0</thirty-min-sla-activity>
</queue>

Authentication

1. Log in to Configuration Manager.
2. Select Integration.
3. Select the API Token tab.
4. Next to Data Request Token, select New Token.

Responses

https://vcc-na4.8x8.com/api/rtstats/stats/agent/ag1.json

Agent

Queue

Response Codes

Overview

• Skill levels of an agent for all the queues he is a member of
• Skill levels of all agents for a given queue

http://vcc-na2.8x8.com/api/stats/agents/fred.xml

Testing Using A Browser

http://vcc-na4.8x8.com/api/stats/agents/fred.xml

http://vcc-na2.8x8.com/api/stats/agents/fred.xml

Testing Using Curl

curl -u acme:ac12343934687a839cf http://vcc-na4.8x8.com/api/stats/groups.csv

Groups

List groups

/groups

<?xml version='1.0'  encoding='UTF-8' ?>
<groups>
    <group>

        <group-id>122</group-id>
        <group-name>Support</group-name>
        <deleted>No</deleted>
    </group>

    <group>
        <group-id>123</group-id>
        <group-name>East Coast Sales</group-name>
        <deleted>Yes</deleted>

    </group>
    <group>
      ... 
    </group>
</groups>

Agents

List all agents

/agents?n={offset}

List agents in a group

/groups/{group-id}/agents?n={offset}

Show a named agent

/agents/{agent-id}

<?xml version='1.0'  encoding='UTF-8' ?>
<agents>
    <agent>
        <agent-id>fred</agent-id>
        <group-id>148</group-id> 
        <date-hired-date>2008-03-23</date-hired-date> 
        <direct-agent-access>no</direct-agent-access> 
        <email-address>fred@acme.com</email-address> 
        <enabled>Y</enabled> 
        <first-name>Fred</first-name> 
        <full-name>Fred Bloggs</full-name> 
        <last-name>Bloggs</last-name> 
        <phone-used>PSTN</phone-used> 
        <phone-extension>007</phone-extension>

        <user-rights>agent</user-rights> 
        <voice-mail-activated>no</voice-mail-activated> 
    </agent>
    <agent>
      ... 
    </agent>

</agents>

Activities

List activities for a named agent

/agents/{agent-id}/activities?d={date range}&n={offset}

List activities for all agents in a group

/groups/{group-id}/activities?d={date range}&n={offset}

<?xml version='1.0'  encoding='UTF-8' ?>
<activities>
    <activity>
        <agent-id>fred</agent-id>

        <agent-name>Fred Bloggs</agent-name>
        <group-id>122</group-id>
        <group-name>Sales</group-name>
        <media-type>Phone</media-type>

        <channel-id>62</channel-id>
        <channel-obj-id>5030001</channel-obj-id>
        <queue-obj-id>tenantp1~~queue~~phone~~102</queue-obj-id>
        <queue-name>phoneq1</queue-name>

        <transaction_id>133</transaction_id>
        <origination>4245567232</origination>
        <customer-name>N/A</customer-name>
        <trans-accept-time>2009-06-03T23:09:04-07:00</trans-accept-time>

        <trans-proc-time>8</trans-proc-time>
        <trans-post-proc-time>7</trans-post-proc-time>
        <trans-total-time>15</trans-total-time>
        <trans-transfer-from />

        <trans-conference-from />
        <case-id />
        <tcl-list-id>1</tcl-list-id>
        <tcl-item-id>1</tcl-item-id>
        <tcl-item-shortcode-text>c1</tcl-item-shortcode-text>

        <tcl-item-report-text>transcode1</tcl-item-report-text>
        <recording-filename>S20090604/R200906040609030100.wav</recording-filename>
    </activity>
</activities>

Agent Interactions

List interactions for a named agent

/agents/{agent-id}/interactions?d={date range}&n={offset}&{query vars}

List interactions for all agents in a group

/groups/{group-id}/interactions?d={date range}&n={offset}&{query vars}

<?xml version='1.0'  encoding='UTF-8' ?>
<interactions>
    <interaction>
        <interaction-id>1428</interaction-id>
        <agent-id>fred</agent-id>

        <agent-name>Fred Bloggs</agent-name>
        <group-id>132</group-id>
        <group-name>Support</group-name>
        <accept-timestamp>2008-03-09T09:13:02-07:00</accept-timestamp>

        <process-time>104</process-time>
        <post-process-time>70</post-proc-time>
        <finish-timestamp>2008-03-09T09:23:09-07:00</finish-timestamp>
        <transfer-from></transfer-from>

        <conference-from></conference-from>
    </interaction>
    <interaction>
      ... 
    </interaction>
</interactions>

Queue Interactions

List interactions

/interactions/?d={date range}&n={offset}&{query vars}

List interactions for a queue

/queues/{queue-id}/interactions?d={date range}&n={offset}&{query vars}

List interactions for a channel

/channels/{channel-id}/interactions?d={date range}&n={offset}&{query vars}

• T = Telephone
• V = Voice Mail
• C = Chat
• Z = Email

<?xml version='1.0'  encoding='UTF-8' ?>
<interactions>
    <interaction>
        <interaction-id>463</interaction-id>
        <queue-name>Support</queue-name>

        <channel-id>12</channel-id>
        <media-type>T</media-type>
        <create-timestamp>2008-02-09T14:13:32-07:00</create-timestamp>
        <accept-timestamp></accept-timestamp>

        <process-time>0</process-time>
        <post-process-time>0</post-process-time>
        <abandon-timestamp></abandon-timestamp>
        <finish-timestamp></finish-timestamp>

        <voice-message-left>Y</voice-message-left>
        <origination>Y</origination>
        <customer-name>Y</customer-name>
        <ivr-treatment-time>10</ivr-treatment-time>

        <max-hold-time>0</max-hold-time> 
        <hold-count>0</hold-count> 
        <total-hold-time>0</total-hold-time> 
        <call-leg1-post-dial-delay>2</call-leg1-post-dial-delay> 
        <call-leg2-post-dial-delay>2</call-leg2-post-dial-delay> 
        <call-leg1-answer-time>0</call-leg1-answer-time> 
        <call-leg2-answer-time>0</call-leg2-answer-time> 
        <call-leg1-sip-id>088e926d2f05a78e23f568557699891d</call-leg1-sip-id> 
        <call-leg2-sip-id>1b82fe39718634c548d04cfd373c5a8c</call-leg2-sip-id>

        <inbound-sip-id>6a4e7e2-1f1bee-4b433660@192</inbound-sip-id>
    </interaction>
</interactions>

Campaign Interactions

List interactions for a campaign

/campaigns/{campaign-id}/interactions?d={date range}&n={offset}&{query vars}

• 0 = New
• 1 = Queued
• 2 = Accepted
• 3 = Completed
• 4 = Scheduled
• 5 = API Scheduled - scheduled via API
• 6 = Deleted
• 7 = Sent to Interaction Router (cached to dial)

• 1000 = None
• 1001 = Try Again
• 1002 = Scheduled Call Back

<?xml version='1.0'  encoding='UTF-8' ?>
<interactions>
    <interaction>
        <campaign-name>Sales Campaign</campaign-name>
        <campaign-id>555</campaign-id>

        <agent-name>Fred Bloggs</agent-name>
        <queue-name>Sales Queue</queue-name>
        <accept-timestamp>2011-02-28T18:52:55-08:00</accept-timestamp>
        <record-status>1</record-status>

        <record-id>0015000000WIBJrAAP</record-id>
        <interaction-id>188</interaction-id>
        <wrap-up-code>retry</wrap-up-code>
        <wrap-up-text>Try Again Later</wrap-up-text>

        <disposition-code>1001</disposition-code>
        <called-number>5551234</called-number>
        <ext-trans-data>[AccountName|John Smith]</ext-trans-data>
        <process-time>125</process-time>

        <post-process-time>60</post-process-time>
        <total-process-time>185</total-process-time>
        <recordinf-filename>S20110228/R20110228175312223.wav</recording-filename>
    </interaction>

    <interaction>
      ... 
    </interaction>
</interactions>

All Interactions

List all interactions

/allinteractions/?d={date range}&n={offset}&{query vars}

• Web Callback
• DAA
• Fwd to Ext. Number
• Campaign
• Consult

<?xml version='1.0'  encoding='UTF-8' ?>
<interactions>
    <interaction>
        <media-type>Phone</media-type>
        <channel-obj-id>9691000</channel-obj-id>
        <queue-name>Engineering Phone Queue</queue-name>
        <interaction-id>7</interaction-id>
        <orig-interaction-id />
        <origination>pma</origination>
        <destination-original />
        <destination-translated />
        <customer-name>N/A, N/A</customer-name>
        <case-id />
        <interaction-direction />
        <interaction-type />
        <dial-code />
        <dial-text />
        <create-timestamp>2011-09-22T18:35:10-07:00</create-timestamp>
        <agent-name />
        <accept-timestamp />
        <process-time />
        <post-process-time />
        <total-time />
        <abandon-timestamp>2011-09-22T18:35:30-07:00</abandon-timestamp>
        <voice-message-left />
        <recording-filename />
        <ivr-treatment-time>2</ivr-treatment-time>
        <transfer-from />
        <conference-from />
        <max-hold-time>0</max-hold-time> 
        <hold-count>0</hold-count> 
        <total-hold-time>0</total-hold-time> 
        <call-leg1-post-dial-delay>0</call-leg1-post-dial-delay> 
        <call-leg2-post-dial-delay>0</call-leg2-post-dial-delay> 
        <call-leg1-answer-time>0</call-leg1-answer-time> 
        <call-leg2-answer-time>0</call-leg2-answer-time> 
        <call-leg1-sip-id />
        <call-leg2-sip-id />
        <inbound-sip-id>MTM2MjZkNDdiMzU3ZmQ3OTQ1OWM3MmI0M2E4ZGI</inbound-sip-id>
        <notes />
        <campaign-name />
        <record-id />
        <record-status />
        <disposition-code />
        <ext-trans-data />
        <wrap-up-code>N/A</wrap-up-code>
        <wrap-up-text>N/A</wrap-up-text>
    </interaction>
</interactions>

Interaction Statistics

List statistics for an agent

/agents/{agent-id}/statistics?d={date range}&n={offset}&{query vars}

List statistics for a queue

/queues/{queue-id}/statistics?d={date range}&n={offset}&{query vars}

List statistics for a channel

/channels/{channel-id}/statistics?d={date range}&n={offset}&{query vars}

<?xml version='1.0'  encoding='UTF-8' ?>
<statistics>
    <statistic>
        <queue-name>Support</queue-name>

        <channel-id>23</channel-id>
        <time-stamp>2008-02-22T13:30:00-07:00</time-stamp>
        <media-type>T</media-type>
        <entered-count>24</entered-count>

        <accepted-count>21</accepted-count>
        <sla-met-count>18</sla-met-count>
        <abandoned-count>1</abandoned-count>
        <finish-processing-count>2</finish-processing-count>

        <finish-post-count>2</finish-post-count>
        <voice-message-left-count>0</voice-message-left-count>
        <time-waiting>845</time-waiting>
        <time-processing>512</time-processing>

        <time-post-processing>142</time-post-processing>
        <total-time-to-abandon>56</total-time-to-abandon>
        <time-max-wait-accept>110</time-max-wait-accept>
        <time-max-wait-abandon>56</time-max-wait-abandon>

    </statistic>
</statistics>

SLAs

List on-line SLAs for a queue

/queues/{queue-id}/online_slas?d={date range}&n={offset}&{query vars}

List online SLAs for a channel

/channels/{channel-id}/online_slas?d={date range}&n={offset}&{query vars}

<?xml version='1.0'  encoding='UTF-8' ?>
<online_slas>
    <online_sla>

        <queue-name>Support</queue-name>
        <channel-id>23</channel-id>
        <time-stamp>2008-02-22T13:30:00-07:00</time-stamp>
        <media-type>T</media-type>

        <entered-count>24</entered-count>
        <accepted-count>21</accepted-count>
        <sla-met-count>18</sla-met-count>
        <accepted>

            <t0-5sec>8</t0-5sec>
            <t5-10sec>5</t5-10sec>
            <t10-20sec>2</t10-20sec>
            <t20-30sec>3</t20-30sec>

            <t30-40sec>2</t30-40sec>
            <t30-45sec>0</t30-45sec>
            <t45-1min>1</t45-1min>
            <t1-2min>0</t1-2min>

            <t2-5min>0</t2-5min>
            <t5-10min>0</t5-10min>
            <t10-or-more>0</t10-or-more>
        </accepted>

        <abandoned>
            <t0-5sec>0</t0-5sec>
            <t5-10sec>0</t5-10sec>
            <t10-20sec>0</t10-20sec>

            <t20-30sec>0</t20-30sec>
            <t30-40sec>0</t30-40sec>
            <t30-45sec>0</t30-45sec>
            <t45-1min>0</t45-1min>

            <t1-2min>0</t1-2min>
            <t2-5min>0</t2-5min>
            <t5-10min>0</t5-10min>
            <t10-or-more>0</t10-or-more>

        </abandoned>
    </online_sla>
</online_slas>

List off-line SLAs for a queue

/queues/{queue-id}/offline_slas?d={date range}&n={offset}&{query vars}

/channels/{channel-id}/offline_slas?d={date range}&n={offset}&{query vars}

<?xml version='1.0'  encoding='UTF-8' ?>
<offline_slas>
    <offline_sla>
        <queue-id>32</queue-id>

        <queue-name>Support</queue-name>
        <channel-id>18</channel-id>
        <time-stamp>2008-02-22T13:30:00-07:00</time-stamp>
        <media-type>E</media-type>

        <entered-count>12</entered-count>
        <accepted-count>8</accepted-count>
        <sla-met-count>8</sla-met-count>
        <accepted>

            <t0-30min>4</t0-30min>
            <t30min-1hr>4</t30min-1hr>
            <t1hr-1hr30min>2</t1hr-1hr30min>
            <t1hr30min-2hr>1</t1hr30min-2hr>

            <t2hr-3hr>0</t2hr-3hr>
            <t3hr-or-more>1</t3hr-or-more>
        </accepted>
    </offline_sla>
</offline_slas>

Agent Statuses

List statuses for a named agent

/agents/{agent-id}/statuses?d={date range}&n={offset}

List statuses for all agents in a group

/groups/{group-id}/statuses?d={date range}&n={offset}

<?xml version='1.0'  encoding='UTF-8' ?>
<statuses>
    <status>
        <agent-id>fred</agent-id>

        <agent-name>Fred Bloggs</agent-name>
        <group-id>12</group-id>
        <group-name>grp2</group-name>
        <status>On Break</status>

        <event-time>2009-05-21T14:23:05-07:00</event-time>
        <scl-list-id></scl-list-id>
        <scl-item-id></scl-item-id>
        <scl-item-shortcode-text>Scheduled break</scl-item-shortcode-text>

        <scl-item-report-text>Scheduled break</scl-item-report-text>
        <transaction-id>1000</transaction-id>
    </status>
</statuses>

Agent Statuses Statistics

List statuses statistics for a named agent

  /agents/{agent-id}/statuses/statistics?d={date range}&n={offset}

<statuses>
    <status>
            <period-start>2015-07-08T14:30:00-07:00</period-start>
            <period-end>2015-07-08T15:00:00-07:00</period-end>
            <agent-id>pma</agent-id>
            <agent-name>Agent Smith</agent-name>
            <group-id>101</group-id>
            <group-name>DEV</group-name>
            <status-waiting>0</status-waiting>
            <status-processing>0</status-processing>
            <status-post-processing>0</status-post-processing>
            <status-working-offline>0</status-working-offline>
            <status-transaction-offered>0</status-transaction-offered>
            <status-break>1696</status-break>
            <time-logged-in>1696</time-logged-in>

    </status>

<statuses>

Agent / Queue Skills

List skills by agent id

/agents/{agent-id}/skills

<?xml version='1.0'  encoding='UTF-8' ?>
<skills>
    <skill>
        <enabled>Y</enabled>
        <queue-id>102</queue-id>
        <agent-id>kol</agent-id>
        <skill-level>high</skill-level>
</skill>
    <skill>
        <enabled>N</enabled>
        <queue-id>103</queue-id>
        <agent-id>kol</agent-id>
        <skill-level>medium</skill-level>
    </skill>
</skills>

List skills by queue id

/queues/{queue-id}/skills

<?xml version='1.0'  encoding='UTF-8' ?>
<skills>
    <skill>
        <enabled>Y</enabled>
        <agent-id>phegde</agent-id>
        <queue-id>102</queue-id>
        <skill-level>high</skill-level>
</skill>
    <skill>
        <enabled>N</enabled>
        <agent-id>kol</agent-id>
        <queue-id>102</queue-id>
        <skill-level>medium</skill-level>
    </skill>
</skills>

Outbound Calls

List outbound calls for a named agent

/agents/{agent-id}/outboundcalls?d={date range}&n={offset}

List outbound calls for all agents in a group

/groups/{group-id}/outboundcalls?d={date range}&n={offset}

<?xml version='1.0'  encoding='UTF-8' ?>
<outboundcalls>
    <outboundcall>
        <agent-id>fred</agent-id>
        <agent-name>Fred Bloggs</agent-name>

        <group-id>12</group-id>
        <transaction-id>123</transaction-id>
        <destination>14155524562</destination>
        <start-time>2009-05-26T17:53:55-07:00</start-time>

        <total-time>14</total-time>
        <tcl-list-id>1</tcl-list-id>
        <tcl-item-id>1</tcl-item-id>
        <tcl-item-shortcode-text>c1</tcl-item-shortcode-text>

        <tcl-item-report-text>report text 1</tcl-item-report-text>
        <tcl-outbound-list-id>2</tcl-outbound-list-id>
        <tcl-outbound-item-id>3</tcl-outbound-item-id>
        <tcl-outbound-item-shortcode-text>ttt</tcl-outbound-item-shortcode-text>

        <tcl-outbound-item-report-text>ttt</tcl-outbound-item-report-text>
        <recording-filename>S20090526/R20090526175312223.wav</recording-filename>
        <max-hold-time>0</max-hold-time> 
        <hold-count>0</hold-count> 
        <total-hold-time>0</total-hold-time> 
        <call-leg1-post-dial-delay>2</call-leg1-post-dial-delay> 
        <call-leg2-post-dial-delay>2</call-leg2-post-dial-delay> 
        <call-leg1-answer-time>0</call-leg1-answer-time> 
        <call-leg2-answer-time>0</call-leg2-answer-time> 
        <call-leg1-sip-id>088e926d2f05a78e23f568557699891d</call-leg1-sip-id> 
        <call-leg2-sip-id>1b82fe39718634c548d04cfd373c5a8c</call-leg2-sip-id>

    </outboundcall>
</outboundcalls>

Queues

List all queues

/queues?n={offset}

List a single queue

/queues/{queue-id}

• T = Telephone
• V = Voice Mail
• C = Chat
• Z = Email

<?xml version='1.0'  encoding='UTF-8' ?>
<queues>
    <queue>
        <queue-id>121</queue-id>

        <queue-name>Support</queue-name>
        <queue-desc>First tier support</queue-desc>
        <media-type>T</media-type>
        <enabled>Y</enabled>

        <sla-enabled>N</sla-enabled>
        <sla-time>0</sla-time>
    </queue>
</queues>

Channels

List all channels

/channels?n={offset}

<?xml version='1.0'  encoding='UTF-8' ?>
<channels>
    <channel>
        <channel-id>52</channel-id>

        <channel-name>sales@acme.com</channel-name>
        <channel-desc>Sales Email</channel-desc>
    </channel>
</channels>

Campaigns

List all campaigns

/campaigns?n={offset}

List a single campaign

/campaigns/{campaign-id}

• 0 = New
• 1 = Manual Started
• 2 = Schedule Started
• 3 = Manual Running
• 4 = Schedule Running
• 5 = Manual Stopped
• 6 = Completed
• 7 = Scheduled Stopped
• 8 = Manual Paused
• 9 = Schedule Paused 
• 10 = Manual Purged 
• 11 = Schedule Purged

<?xml version='1.0'  encoding='UTF-8' ?>
<campaigns>
    <campaign>
        <campaign-name>Sales Campaign</campaign-name>

        <campaign-id>123</campaign-id>
        <enabled>Y</enabled>
        <status>6</status>
        <no-of-records>100</no-of-records>

        <caller-id>5551234</caller-id>
        <start-time>2011-02-01T10:00:00-08:00</start-time>
        <end-time>2011-02-28T17:30:00-08:00</end-time>
        <actual-run-time>2011-02-01T10:00:30-08:00</actual-run-time>

        <actual-stop-time>2011-02-23T12:09:36-08:00</actual-stop-time>
        <daily-start-time>600</daily-start-time>
        <daily-end-time>1110</daily-end-time>
        <retry-interval>90</retry-interval>

        <max-retry>3</max-retry>
    </campaign>
</campaigns>

Campaign Records

List all records of a single campaign

/campaigns/{campaign-id}/records?n={offset}

• 0 = New
• 1 = Queued
• 2 = Accepted
• 3 = Completed
• 4 = Scheduled

• 0 = Default
• 1 = Max Attempt Reached
• 2 = Skipped
• 3 = No Phone Number
• 4 = Invalid Phone Number

• 1000 = None
• 1001 = Try Again
• 1002 = Scheduled Call Back

<?xml version='1.0'  encoding='UTF-8' ?>
<records>
    <record>
        <campaign-name>Sales Campaign</campaign-name>
        <campaign-id>123</campaign-id>

        <record-id>0015000000WIBJrAAP</record-id>
        <phone-list>Phone|(650)555-1234</phone-list>
        <status>3</status>
        <status-code>0</status-code>

        <ext-trans-data>[AccountName|John Smith]</ext-trans-data>
        <disposition-code>1000</disposition-code>
    </record>
    <record>
      ...
    </record>

</recordss>

Transaction Code List

List all transaction codes

/tcls?n={offset}

<?xml version='1.0'  encoding='UTF-8' ?>
<tcl-trans>

    <tcl-tran>
        <tcl-list-id>1</tcl-list-id>
        <tcl-name>ag-trans-code</tcl-name>
        <tcl-description>agent transaction code</tcl-description>

        <tcl-admin-notes />
        <tcl-active>Y</tcl-active>
        <tcl-autosort>N</tcl-autosort>
        <tcl-used>Y</tcl-used>

        <tcl-category-id />
        <tcl-assignment-type>groups</tcl-assignment-type>
        <tcl-required>Y</tcl-required>
        <tcl-multiple-choice>Y</tcl-multiple-choice>

        <tcl-required-before-outbound>Y</tcl-required-before-outbound>
        <tcl-item-id>1</tcl-item-id>
        <tcl-item-ordinate>0</tcl-item-ordinate>
        <tcl-item-active>Y</tcl-item-active>

        <tcl-item-used>Y</tcl-item-used>
        <tcl-item-call-line-id>140823322222</tcl-item-call-line-id>
        <tcl-lang-id>en_US</tcl-lang-id>
        <tcl-item-menu-text>code 1</tcl-item-menu-text>

        <tcl-item-report-text>code 1</tcl-item-report-text>
        <tcl-item-shortcode-text>c1</tcl-item-shortcode-text>
    </tcl-tran>
</tcl-trans>

Status Code List

List all status codes

/scls?n={offset}

<?xml version='1.0'  encoding='UTF-8' ?>
<scl-trans>
    <scl-tran>
        <scl-list-id>1</scl-list-id>

        <scl-name>ag-status-code</scl-name>
        <scl-description>agent status code</scl-description>
        <scl-admin-notes />
        <scl-active>Y</scl-active>

        <scl-autosort>N</scl-autosort>
        <scl-used>Y</scl-used>
        <scl-category-id />
        <scl-item-id>1</scl-item-id>

        <scl-item-ordinate>0</scl-item-ordinate>
        <scl-item-active>Y</scl-item-active>
        <scl-item-used>Y</scl-item-used>
        <scl-lang-id>en_US</scl-lang-id>

        <scl-item-menu-text>code 1</scl-item-menu-text>
        <scl-item-report-text>code 1</scl-item-report-text>
        <scl-item-shortcode-text>c1</scl-item-shortcode-text>
    </scl-tran>

</scl-trans>

Authentication

1. Log in to Configuration Manager.
2. Select Integration.
3. Select the API Token tab.
4. Next to Data Request Token, select New Token.

Dates

http://vcc-na4.8x8.com/api/stats/agents/{agentId}/interactions?d=2007-08-05&tz=America/New_York

http://vcc-na4.8x8.com/api/stats/agents/fred/interactions?d=2007-08-05,2007-08-07

http://vcc-na4.8x8.com/api/stats/queues/Sales/interactions?d=2007-08-05 13:15Z,2007-08-07 14:30Z

http://vcc-na4.8x8.com/api/stats/queues/Sales/interactions?d=20070805T1315Z,20070807T1430Z

today

• the current date, at the start of the day (midnight)

today-1d

• yesterday, at the start of the day (midnight)

today-7d

• seven days ago, at the start of the day (midnight)

http://vcc-na4.8x8.com/api/stats/agents/sally/statuses?d=today-1d,today&tz=America/Denver

2008-02-14T10:12:13-08:00

Pagination

http://vcc-na4.8x8.com/api/stats/agents/{agentId}/interactions?n=101

Query Variables

http://vcc-na4.8x8.com/api/stats/agents/{agentId}/interactions?media-type=T

http://vcc-na4.8x8.com/api/stats/agents/{agentId}/interactions?media-type=T&queue-id=102

Responses

http://vcc-na4.8x8.com/api/stats/agents/{agentId}.csv

Response Codes

Examples

List interactions using the Python Requests Module

Overview

Testing Using A Browser

https://vcc-na4.8x8.com/api/provisioning/schedules

Some other examples for finding schedule information

https://vcc-na4.8x8.com/api/provisioning/schedulesbyname/{schedule-name}

https://vcc-na4.8x8.com/api/provisioning/schedules/{schedule-id}

Examples for finding schedule status information

https://vcc-na4.8x8.com/api/provisioning/schedules/{schedule-id}/status

https://vcc-na4.8x8.com/api/provisioning/schedules/{schedule-id}/status?utctime=1360821949898

https://vcc-na4.8x8.com/api/provisioning/schedules/{schedule-id}/status?offset=600

https://vcc-na4.8x8.com/api/provisioning/schedules/{schedule-id}/status?utctime=1360821949898offset=600

https://vcc-na4.8x8.com/api/provisioning/schedules/{schedule-id}/nextstatus

https://vcc-na4.8x8.com/api/provisioning/schedules/{schedule-id}/nextstatus?utctime=1360821949898

Testing Using curl

curl -u acme:ac12343934687a839cf https://vcc.na4.8x8.com/api/provisioning/schedules/{schedule-id}  -o {filename}

Authentication

Meaning of status codes

API response codes

Overview

Authentication

Configuration

1. Add new Forward to External IVR node to an existing IVR script.
   
   
2. Assign label name and access phone number of the external IVR server.
   
   
3.  Add resume action when external IVR server terminate the call without sending API request via this API interface or fail to connect the external IVR server. If an external IVR request was successfully submitted before the call the terminated, the resume action will have no effect and the call will be routed base on the API request.
   
   

Query Parameters

GET/POST Parameters

Tenant Name

Queue Id

External Data

extIvrData=[First Name|John][Last Name|Smith]

https://vcc-na4.8x8.com/SC/externalIvrAction.php?tenant=klvm2&token=92bd5cbf9ab120b3a47bdef9284b323d&sip_id=MDc5ZGI5ZDgyYjY2NGRiNjNjMjQ3ZjkyMGQyMzljMzY&action=wForwardACD&param=102

Examples

<callxml version="3.0">
  <do label="mainmenu" choices="1" repeat="10">
    <say>
      Welcome to the 8 by 8 External IVR Demo.
      To redirect your call to an ACD queue, press 1.
    </say>
    <wait value="5s"/>
    <on event="choice:1" next="#redirectQ"/>
    <on event="choice:nomatch">
        <say>Invalid choice. Please try again.</say>
    </on>
  </do>
  <do label="redirectQ">
    <assign var="tenant" value="klvm2"/>
    <assign var="token" value="92bd5cbf9ab120b3a47bdef9284b323d"/>
    <assign var="action" value="wForwardACD"/>
    <assign var="sip_id" value="$session.SIPCallID;"/>
    <assign var="param" value="114"/>
    <assign var="extIvrData" value="[First Name|John][Last Name|Smith][Account
 ID|12345678]"/>
 
    <prompt>
    Please wait while we redirect your call.
    </prompt>
    <fetch value="https://8x8.com/SC/externalIvrAction.php" submit="sip_id, tenant, 
token, action, param, extIvrData" method="post" var="retValue" />
    <prompt>
    thank you for waiting. your call is being redirected to queue $param;.
    </prompt>
    <hangup/>
  </do>
</callxml>

Overview

• Making Realtime and Historical data available in other systems to drive business intelligence
• Enhancing workflows by embedding chat and or callbacks
• Integration with websites and bots allowing customized chat experiences and or integration with bots, including visibility into current workload and schedule status
• Ability for CRMs or other systems to make and manage calls on behalf of agents.
• Control campaigns and outreach, for ordered, efficient calls for renewals, expiration notices or other critical customer touch points.
• Reduced customer frustration by popping the caller’s account information to the agent as soon as the call comes in

8x8 Contact Center APIs

• Analytics For Contact Center
  • Summary Historical Analytics - Historical Summary data (see glossary)
  • Detailed Historical Analytics - Interaction Details and Agent Status Change data
  • Realtime Analytics - Realtime metrics (see glossary)
  • Customer Experience Post Call Survey - Post Call Survey results and data
• 8x8 CRM API - Create, Read, Update, Delete records in CC local CRM
• Chat Gateway - Allowing Bot/Conversational AI to pass conversations to queues/agents.
• Managing Agent Status - Read and Modify Agent status
• 8x8 Contact Center Recordings and Chat Transcripts API
• Call Related APIs
  • 8x8 Contact Center Web Callback API - Add outbound call requests to queues, initiate outbound calls.
  • 8x8 Contact Center Click-To-Dial API - Make call for agent from the context of the agents browser session
  • Manage Agent Phone Calls - Make & Manage calls for an agent by agentId 
•  8x8 Contact Center External IVR API  
• 8x8 Contact Center Recording Control API - Pause and Resume in progress call (and screen) recording by browser session or agentId
•  8x8 Contact Center Tenant Schedule API - Evaluate current and future schedule condition to aid in routing decisions.
• Contact Center Embedded Chat API - Ability to customize the behavior and appearance of standard Web Chat capabilities.
• Campaign Related
  • Managing Campaign Status - Start, Stop, Pause, Resume and Purge Campaigns 
  • Managing Campaign Records - Add and Remove records from Campaigns
• Streaming API - Event stream of Contact Center interaction and agent state changes via Websocket 
• CC Reporting
  • 8x8 Contact Center Statistics Reporting API
  • Real Time Statistics Reporting API for 8x8 Contact Center

Additional Information

Overview

Authenticate

1. Log in to Configuration Manager for Contact Center.
2. Open Integration, and go to the API Token tab.
3. Next to Data Request Token, click the New Token button to generate a new private token for your tenant. Use this token in all requests to the Recordings API. You may generate a new token at any time.
   
   
   

Test Using a Browser

1. From a web browser, enter your API query URL, which contains your platform URL. The platform URL varies based on the tenant your system is hosted on. For details, refer to the 8x8 Contact Center Platform URL Guide. In the following example, replace "X" in the URL as needed based on your tenant platform URL:

   https://vcc-naX.8x8.com/api/recordings/files/

2. At the prompt, enter a username and password. Enter your tenant name as the username, and your authentication token as the password. The query result is then displayed in your browser.

Test Using curl

curl -u acme:ac12343934687a839cf https://vcc-naX.8x8.com/api/recordings/files.csv

Files

List All Call Recording Files

/files

<?xml version='1.0'  encoding='UTF-8' ?>
<recordings>
  <file>
    <startDate>2007-12-19T19:16:36-08:00</startDate>
    <agentID>bill</agentID>
    <phoneNumber>bill</phoneNumber>
    <channel>5027780</channel>
    <caseID>0</caseID>
    <duration>27</duration>
    <filename>S20071220/R2007122003163601000.wav</filename>
    <queueID>fernandez~~queue~~phone~~102</queueID>
    <queueName>phoneq1</queueName>
    <accountNumber>0</accountNumber>
    <transactionID>1</transactionID>
    <extVar1>0</extVar1>
    <extVar2>0</extVar2>
    <outDialCode />
    <wrapUpCode>
    <transactionCodes>
    <transactionCode>
    <listName>Gauffre</listName>
    <name>Gauffre 1</name>
    </transactionCode>
    </transactionCodes>
    </wrapUpCode> 
  </file>
</recordings>

https://vcc-naX.8x8/api/recordings/files?agentID=bill&channel=8005557780&phoneNumber=4155551234&finish-date=2007-12-19 19:16:58Z

• Outbound
• Inbound
• Direct Agent Access

Delete a Call Recording File

/files/S20071220/R200712200316361000[.wav]

Chat Transcripts

List All Chat Transcripts

/transcripts

<?xml version='1.0'  encoding='UTF-8' ?>
<recordings>
  <transcript>
    <startDate>2007-12-19T19:16:36-08:00</startDate>
    <agentID>bill</agentID>
    <agentName>Bill,Jackson</agentName>
    <contactID>guest_at_dev6chatrec@vm05dev187.dev.whitepj.net/CtlGuest191gafdDQNAStnY7DaKuDKwPwd5jYsoh</contactID>
    <contactName>Jeff Waugh</contactName>
    <queueID>104</queueID>
    <queueName>chat_recording_2</queueName>
    <channelID>103</channelID>
    <channelName>chatrec_channel</channelname>
    <caseID>24482</caseID>
    <targetIP>10.191.210.31</targetIP>
    <transactionID>11</transactionID>
    <interactionGUID>int-14a0febe466-bLfK0EF6BKKvFMZmhhFdW14v0-chat-03-tenant</interactionGUID>
    <transcriptType>A2C</transcriptType>
    <duration>54</duration>
    <metaDatas>
      <metaData>
        <fieldName>Color</fieldName>
        <fieldValue>Blue</fieldValue>
      </metaData>
      <metaData>
        <fieldName>Fruit</fieldName>
        <fieldValue>Cherry</fieldValue>
      </metaData>
    </metaDatas>
  </transcript>
</recordings>

List All Messages in a Specified Transcript

/transcripts/{interactionGUID}

<?xml version='1.0'  encoding='UTF-8' ?>
<transcript>
  <startDate>2007-12-19T19:16:36-08:00</startDate>
  <agentID>bill</agentID>
  <agentName>Bill,Jackson</agentName>
  <contactID>guest_at_dev6chatrec@vm05dev187.dev.whitepj.net/CtlGuest191gafdDQNAStnY7DaKuDKwPwd5jYsoh</contactID>
  <contactName>Jeff Waugh</contactName>
  <queueID>104</queueID>
  <queueName>chat_recording_2</queueName>
  <channelID>103</channelID>
  <channelName>chatrec_channel</channelname>
  <caseID>24482</caseID>
  <targetIP>10.191.210.31</targetIP>
  <transactionID>11</transactionID>
  <interactionGUID>int-14a0febe466-bLfK0EF6BKKvFMZmhhFdW14v0-chat-03-tenant</interactionGUID>
  <transcriptType>A2C</transcriptType>
  <duration>54</duration>
  <metaDatas>
    <metaData>
      <fieldName>Color</fieldName>
      <fieldValue>Blue</fieldValue>
    </metaData>
    <metaData>
      <fieldName>Fruit</fieldName>
      <fieldValue>Cherry</fieldValue>
    </metaData>
  </metaDatas>
  <messages>
    <message>
      <messageTime>2007-12-19T19:16:36-08:00</messageTime>
      <messageFrom>C</messageFrom>
      <originalLanguage>en</originalLanguage>
      <originalMessage>Hi How r u</originalMessage>
      <translatedLanguage/>
      <translatedMessage/>
    </message>
  </messages>
</transcript>

Remove Transcripts of an Interaction

DELETE 
/transcripts/{interactionGUID} 

• All messages will be removed, but the interaction continues to exist (with a dummy message).
• If the interaction does not exist, the return code will be 204 (No content).

https://vcc-naX.8x8.com/api/recordings/files?d=2007-08-05&tz=America/New_York

https://vcc-naX.8x8.com/api/recordings/files?d=2007-08-05,2007-08-07

https://vcc-naX.8x8.com/api/recordings/files?d=2007-08-05%2013:15Z,2007-08-07%2014:30Z

https://vcc-naX.8x8.com/api/recordings/files?d=20070805T1315Z,20070807T1430Z

• today: The current date, at the start of the day (midnight)
• today-1d: Yesterday, at the start of the day (midnight)
• today-7d: Seven days ago, at the start of the day (midnight)

https://vcc-naX.8x8.com/api/recordings/files?d=today-1d,today&tz=America/Denver

2008-02-14T10:12:13-08:00

Keep in Mind

• start-date should be used to find voice recordings that started within 5 seconds (plus or minus) of a given date(/time). If no time is provided, the API will default to midnight (+-5 seconds).
• finish-date should be used to find voice recordings that ended within 5 seconds (plus or minus) of a given date(/time). If no time is provided, the API will default to midnight (+-5 seconds).
• start-date and finish-date cannot be used together to emulate a date range. You should use a date range in reference to the "d" variable, as shown in the section above. If you still try to use both variables in a same query, only "start-date" will be used.

Pagination

https://vcc-naX.8x8.com/api/recordings/files?n=101

Query Variables

• start-date: "start-date" should be used instead of "startDate"
• finish-date: "finish-date" is not one of the output fields

https://vcc-naX.8x8.com/api/recordings/files?channel=8005551234

Metadata Variables

Responses

https://vcc-naX.8x8.com/api/recordings/files.csv

Response Codes

Overview

How to access the Message Bus

  /**
       * Callback function called after the chat has been initialized.
       *
       * @param bus The message bus used to publish and subscribe to topics
       */
       onInit: function(bus) {
          // Message bus created and ready to be used,
                                window.bus = bus;
                     }            
       };

How to publish to a topic

  // Publish to other-topic, sending some data
  bus.publish("other-topic", {
      message: "Hello world!"
  });

How to subscribe to a topic

  // Subscribe to some-topic, and log the event data
  var subscription = bus.subscribe("some-topic", function(data) {
      console.log(data);
  });

How to unsubscribe from a topic

  // Unsubscribe from a previously created subscription
  subscription.remove();

How to set a variable in a script

// set the _options variable to "DEF"
bus.publish("chat:set-variables", {"_options":"DEF"});

Customer Information

Introduction

Usage

• customer:set-info: Sets the customer information, passing an object containing the desired properties. These properties are merged to any previously set customer information, overwriting properties with the same name.

  bus.publish("customer:set-info", {
      "First name": "John",
      "Last name":  "Doe",
      "Age":        25,
      "Premium":    true
  });

• customer:reset-info: Resets the customer information, erasing any properties previously set.

  bus.publish("customer:reset-info");

• customer:info-sent: Published as soon as the customer information is sent to the server, passing the information just submitted as well as the current chat phase.

  bus.subscribe("customer:info-sent", function(data) {
      // data.info contains the customer information just sent
      // to the server, and data.phase the current chat phase
  });

Implementation Example

Screenshots

• Customer information in agent transcript.

• Customer information in case details.

• Customer information in offline form email.

Important Notes

• The customer information can be set and/or reset at any time using the message bus and the respective customer:set-info and customer:reset-info topics, but it will only be actually sent to the server when the customer is added to a queue and/or has submitted an offline form.
• Whenever the customer information is submitted to the server, a message containing the data that was just sent will be immediately published to the message bus using the customer:info-senttopic. The tenant has no control over when the data is submitted to the server.
• Only primitive data types (strings, numbers and booleans) are allowed as values. Trying to set the customer information with non-primitive data types (e.g., objects, arrays and functions) will result in console warnings, and their values will be discarded.
• Setting a customer information already previously set will overwrite that information, unless the new value is undefined. If the new value is null, that information will be removed from the customer information and will not be sent to the server from that moment on, unless it is set again with a non-null, defined value.
• The customer information key:value pair is limited in 100 characters for the key and 500 character for the value. Any key:pair bigger than the specified value will be ignored.

Troubleshooting

• Make sure that, when trying to remove properties from the customer information without resetting all its properties (i.e., by using the customer:set-info topic), the passed properties have null values (and not undefined), as setting undefined values to properties do not have any effect on the final customer information.
• If the message Customer info <info> is not of a primitive type and will be discarded is shown in the browser console when trying to set the customer information, it means that the logged property value is of a data type unsupported by the embedded chat. Only primitive data types (strings, numbers and booleans) are currently allowed.
• If the message Customer info <info> key is too big and will be discarded is shown in the browser console when trying to set the customer information, it means that the key string length is too big. Only strings with length less than 100 characters are allowed.
• If the message Customer info <info> value is too big and will be discarded is shown in the browser console when trying to set the customer information, it means that the value string length is too big. Only strings with length less than 500 characters are allowed.

Chat Language

Introduction

• English: en
• Russian: ru
• German: de
• Japanese: ja
• Spanish: es
• French: fr
• Portuguese: pt
• Italian: it
• Polish: pl
• Croatian: hr
• Hindi: hi
• Dutch: nl
• Arabic: ar
• Danish: da
• Korean: ko
• Norwegian: no
• Swedish: sv
• Vietnamese: vi
• Welsh: cy
• Thai: th
• Simplified Chinese: zh-CN
• Traditional Chinese: zh-TW

Usage

• chat:set-language: Set the chat language.

  bus.publish("chat:set-language", "pt");

Important Notes

• The chat language can be set on any time before starting a chat (customer enter a queue) and you can change it as many time as you want, only the last value will be considered.
• Only system messages and the chat transcription will be localized to the configured language.
• This event should be published in the same bus as when setting the customer information.
• If there is a chat form with language question, the selected language has priority over language configured in chat-api.
• If there is a chat form with language question, the "set-language" sets the default language on the drop-down.
• The  set-language (default language) on the drop-down has priority over the browser language and the default language configured in the chat form.

Troubleshooting

• If the message "Chat language <language> is not valid and will be discarded" is shown in the browser console when trying to set the chat language, it means that the language code is not valid. Only language codes specified in the list of available languages above are valid.

End Chat Trigger

Introduction

Usage

• Chat: end: Trigger the chat end.

  bus.publish("chat:end");

Important Notes

• The API call to end the chat closes the chat window if an agent is not connected.
• The API call to end the chat triggers the confirmation to close if an agent is connected.
• The API call to end chat must be called on the same bus as the customer information.

Invitation Window Trigger

Introduction

Usage

• chat:trigger-invitation: Trigger the Invitation window.

  bus.publish("chat:trigger-invitation");

Important Notes

• When triggering the Invitation, it will only be open if the customer is not in a Pre-chat, Chat window or Offline form. So, it will show the Invitation window if the chat is closed or if it is displaying another Invitation. In this last case, the Invitation will be replaced by the new one.
• Calling this message will trigger the Invitation window, which is displayed only if an Invitation window is available for display in the Chat Script.
• If you don’t want your Invitation window to be automatically displayed (only by calling chat:trigger-invitation), set all your Invitations nodes in the Chat Script as Invitation to chat pops up after (seconds): Custom.
• This message must be called in the same bus as the Customer Information.
• When triggering the Invitation, a flag will be displayed on both Transaction Information Panel and Chat Log to identify the interaction was started by Chat API.

Troubleshooting

• Triggering the Invitation window is not a guarantee that a Invitation will be shown. The request will be sent to the server in order to check for an Invitation window in the Chat Script. So, if there isn’t any Invitation window available, none will be displayed.
• If the message Missing next step from step initInvitation [invitation] is shown in the browser console when trying to trigger the Invitation, it means that the Invitation is not available given the Chat Script conditions.

Pre-Chat window trigger

Introduction

Usage

• chat:trigger-pre-chat

bus.publish("chat:trigger-pre-chat");

Important Notes

• When triggering the Pre-Chat, it will only be open if the customer is not in a Pre-chat, Chat window or Offline form. So, it will show the Pre-Chat window if the chat is closed or if it is displaying an Invitation window.
• Calling this message will trigger the Pre-Chat window to be displayed only if a Pre-Chat window is available to be displayed in the Chat Script.
• This message must be called in the same bus as the Customer Information.
• When triggering the Pre-Chat, a flag will be displayed on both Transaction Information Panel and Chat Log to identify the interaction was started by Chat API.
• In case the Chat is configured to open as a popup in Chat Script, make sure the API is called as a result of a user's action, otherwise the Browser can block the popup window.
• In case the Chat is configured to open as a popup in Chat Script, the Pre-Chat window will be displayed only if no popup window is already opened.

Troubleshooting

• Triggering the Pre-Chat window is not a guarantee that a Pre-Chat will be shown. The request will be sent to the server in order to check for a Pre-Chat window in the Chat Script. So, if in that moment there isn't any Pre-Chat window available, none will be displayed.
• If the message Missing next step from step initPreChat [preChat] is shown in the browser console when trying to trigger the Pre-chat, it means that the Pre-Chat is not available given the Chat Script conditions.

Chat window trigger

Introduction

Usage

• chat:trigger-chat-window

bus.publish("chat:trigger-chat-window");

Important Notes

• When triggering the Chat, it will only be open if the customer is not in a Chat window. So, it will show the Chat window if the chat is closed or if it is displaying an Invitation or Pre-Chat window.
• Calling this message will trigger the Chat window to be displayed only if a Chat window is available to be displayed in the Chat Script.
• This message must be called in the same bus as the Customer Information.
• When triggering the Chat, a flag will be displayed on both Transaction Information Panel and Chat Log to identify the interaction was started by Chat API.
• In case the Chat is configured to open as a popup in Chat Script, make sure the API is called as a result of a user's action, otherwise the Browser can block the popup window.
• In case the Chat is configured to open as a popup in Chat Script, the Chat window will be displayed only if no popup window is already opened.

Troubleshooting

• Triggering the Chat window is not a guarantee that a Chat will be shown. The request will be sent to the server in order to check for a Chat window in the Chat Script. So, if in that moment there isn't any Chat window available, none will be displayed.
• If the message Missing next step from step initChatWindow [chatWindow] is shown in the browser console when trying to trigger the Chat, it means that the Chat is not available given the Chat Script conditions.

System Message Localization

Introduction

Configuration

Available System Messages that can be Customized

• endChatButton: “End chat”
• closeChatButton: “Close”
• errorServerUnavailable: “Server is unavailable. Please, try again later.”
• chatEstablished: “Your chat session has been established.”
• chatEstablishedName: "You are now chatting with {<agent>}."
• chatEstablishedAgent: "You are now chatting with an agent."
• chatEstablishedAgentNew: "You are now chatting with a new agent."
• chatQueued: “We will be with you shortly.”
• chatForwarded: “Your chat is being forwarded. Please wait.”
• chatMsgTooLong: “Your last message was shortened because it exceeded maximum length.”
• chatDisconnected: “You have been disconnected from your chat session. Please check your network connection and try again.”
• chatEnded: “You have ended your chat session.”
• agent: "Agent"
• agentTyping: “Agent is typing…”
• agentTypingName: "{<agent>} is typing..."
• agentDisconnected: “The agent has disconnected from this chat session.”
• errorInvalidLogin: “We have encountered an error trying to start a new chat. Please try again later.”
• endChatNotification: “Chat session has been ended.”
• endChatConfirmation: “Are you sure you want to end this chat session?”
• chatLogTitle: “Chat Log”
• chatLogDescription: “Below is a complete log of the chat session.”
• yesButton: “Yes”
• noButton: “No”
• coBrowsingStartButton: "Start co-browsing session"
• coBrowsingEndButton: "End co-browsing session"
• saveButton: “Save”
• clearButton: “Clear”
• pullDownInfo: “Swipe to see more options”
• errorGenericMessage: “Sorry, something went wrong. Please try again later.”
• errorRequiredMessage: “Please verify the mandatory fields”
• errorCrmFieldInvalidMessage: “Sorry, we couldn’t find your information using the value you provided.”
• errorInvalidNumber: “The field is a numeric field.”
• errorInvalidEmail: “The field only accept the valid e-mail format.”
• preChatFormData: “Pre-Chat form data”
• offChatFormData: “Offline form data”
• skipQueueFormData: “Skip Queue form data”
• chatTranslationOn: “Automatic chat translation has been turned on.”
• chatTranslationOff: “Automatic chat translation has been turned off.”
• chatTranslationServiceError: “Translation service error.”
• coBrowsingInvitePrompt: "Allow agent to see your browser window?"
• coBrowsingInviteAccept: "Yes, start sharing"
• coBrowsingInviteReject: "No"
• coBrowsingInviteAccepted: "You accepted the request."
• coBrowsingInviteRejected: "You rejected the request."
• coBrowsingSessionStarted: "Co-browsing session started."
• coBrowsingSessionEnded: "Co-browsing session ended."
• coBrowsingSessionRestored: "Co-browsing session restored."
• sessionDisconnected: “Your chat session has ended.”
• emptySubject: "[ Customer message ] No subject"

Implementation Example

Important Notes

Custom Stylesheet

Introduction

Configuration

An example style sheet

The stylesheetURL parameter MUST be a CSS file served over SSL (HTTPS protocol).

Important Notes

• A functional stylesheet should be written by inspecting the current chat window HTML structure. This can be done using a web inspector, a tool shipped with most web browsers today.
• As the chat window HTML structure may change between versions, the tenant should test their customizations when upgrading to make sure they are working as expected.

Overview

Testing Using A Browser

https://vcc-na4.8x8.com/AGUI/make_call.php?prefix=1&phone=6502928880

Query Parameters

GET/POST Parameters

extTransactionData

 extTransactionData=[extRecordId|value1][extRecordType|value2]

ctl_userdata

ctl_userdata=[name1|value1][name2|value2][name3|value3]…

System Data

Create Action

Launch Option

Callback URL

Examples

Example 1

https://vcc-na4.8x8.com/AGUI/make_call.php?prefix=&phone={!Account.Phone}&callerId=5251990&ctl_userdata= [ctl_action|create][subject|outbound%20call%20log%20($transaction_id$)][Transactionid__c|$interaction_guid$]
 [ObjectType|Task][WhatId|{!Account.Id}][status|completed][Description|My%20Own%20Description%0Acall%20
 answered%20at$equal$%20$call_answered_time$%0Acall%20hangup%20at:%20$call_hangup_time$%0ATransaction%20
 Codes%20$equal$%20$transaction_codes$][ctl_parentid|{!Account.Id}][ctl_launchopt|true][ctl_launchext|edit][ctl_intType|sfdc][ActivityDate|$year$-$month$-$date$]

Example 2

https://vcc-na4.8x8.com/AGUI/make_call.php? prefix=1&phone=6502022222&ctl_userdata=[foreign_key|12345678]
  [Transactionid|$interaction_guid$][start_time|$call_answered_time][end_time|$call_hangup_time$]
  [transaction_codes|$transaction_codes$][ctl_launchopt|true][customer_id|123456567]

Example 3

https://vcc-na4.8x8.com/AGUI/make_call.php? prefix=&phone=5355566234&ctl_userdata=[foreign_key|12345678]
  [Transactionid|$interaction_guid$][start_time|$call_answered_time][end_time|$call_hangup_time$]
  [transaction_codes|$transaction_codes$][ctl_callbackUrl|http://www.mycompany.com/clicktodial/callback?
  transaction=$transaction_id$]

Overview

1. Call me now – application would call the customer and launch the appropriate IVR script.
2. Call me after a certain delay (the delay is configurable). After the delay the behavior is same as call me now.
3. Call me when agent is available.

Important: All callback requests submitted will be lost when the platform is re-started. Prior to a platform upgrade, make sure the pending callback requests are handled on your application side.

Testing Using a Browser

https://vcc-na4.8x8.com/SC/webcallback.php?tenant=Acme&token=fb65d0515b9631c6db72e7e66fe6df49&phone=
16505551212&callback_type=1&channel_number=18006661212

Authentication

Queue Id

Query Parameters

The whole query parameter must be URL Encoded.

GET/POST Parameters

ctl_userdata

ctl_userdata=[name1|value1][name2|value2][name3|value3]…

System Data

User Data

Error Codes

Examples

Example 1:

https://vcc-na4.8x8.com/SC/webcallback.php?tenant=Acme&token=fb65d0515b9631c6db72e7e66fe6df49&phone=
16505551212&callback_type=1&channel_number=18006661212&back=http://www.acmejet.com/ctdresult.php&
caller_id=18006664444

Example 2:

https://vcc-na4.8x8.com/SC/webcallback.php?tenant=Acme&token=fb65d0515b9631c6db72e7e66fe6df49&phone=
16505551212&callback_type=1&channel_number=18006661212&back=http://www.acmejet.com/ctdresult.php&
caller_id=18006664444&callback_delay=300&ctl_userdata=[ctl_callbackUrl|https://mywebporter.com/
callback.php][Transactionid__c|$interaction_guid$][CallAnswerTime|$call_answered_time$]
[foreign_key|1234456677]

Example 3:

https://vcc-na4.8x8.com/SC/webcallback.php?tenant=Acme&token=fb65d0515b9631c6db72e7e66fe6df49&phone=
16505551212&callback_type=2&back=http://www.acmejet.com/ctdresult.php&caller_id=18006664444&queue_id=103

Example 4:

https://vcc-na4.8x8.com/SC/webcallback.php?tenant=Acme&token=fb65d0515b9631c6db72e7e66fe6df49&phone=
16505551212&callback_type=2&back=http://www.acmejet.com/ctdresult.php&caller_id=18006664444&
queue_id=103&expiration=3600

Delete Web Callback

DELETE https://vcc-naX.8x8.com/api/interactions/webcallback/externaltransaction/{ext-transaction-id}

Deleting a web callback

DELETE https://vcc-naX.8x8.com/api/interactions/webcallback/externaltransaction/transac_0.json

HTTP 200 OK

  { 
  "data":{ 
  "extTransactionId":"transac_0",
  "interactions":{ 
  "deleteStatus":"ok",
  "interactionGuid":"int-154820172-byfXC2WPsSnYzX-...",
  "phone":12345678918,
  "transactionID":42
  }
  }
}

HTTP 207 Multi-Status

  { 
  "data":{ 
  "extTransactionId":"transac_0",
  "interactions":{ 
  "deleteStatus":"nok",
  "interactionGuid":"int-154820172-byfXC2WPsSnYzX-...",
  "phone":12345678918,
  "transactionID":42,
  "reason":"statuserror"
  }
  }
  }
 

HTTP 207 Multi-Status

  { 
  "data":{ 
  "extTransactionId":"transac_0",
  "interactions":[ 
  { 
  "deleteStatus":"ok",
  "interactionGuid":"int-154820172-byfXC2WPsSnYzX-...",
  "phone":12345678918,
  "transactionID":42
  },
  { 
  "deleteStatus":"nok",
  "interactionGuid":"int-154820152-dsfXC2BQeSnZcA-...",
  "phone":12345678919,
  "transactionID":43,
  "reason":"statuserror"
  }
  ]
  }
}

Note: If in this request, all interactions were successfully deleted ("deleteStatus":"ok"), the response code will be 200 OK instead of 207 Multi-Status.

Error responses

HTTP 404 Not Found
 { 
  "error":{ 
  "message":"transaction not found"
  }
  }

HTTP 500 Internal Server Error
 { 
  "error":{ 
  "message":"internal error"
  }
  }
  

Response Codes

Overview

• Used for routing decisions in the script
• For displaying to the agent when offering the interaction.
• For routing the interaction to the best-matched agent.
• For analytics, auto logs, etc.

Base URL

https://vcc-sb1.8x8.com/api/v1/interaction/data/

Authentication

Examples

{
    "variables": [{
        "name": "_queueId",
        "value": "201",
        "ivr": "true"
    }, {
           "name": "_SSN",
            "value": "111-22-3333",
            "ivr": "true",
            "privacy": "true"
    }, {
            "name": "_amount",
            "value": "110.55",
            "display": "true",
            "displayName": "Amount Due"
    }, {
            "name": "_dueDate",
            "value": "04 July 2019",
            "ivr": "true",
            "display": "true",
            "displayName": "Due Date",
            "dataType": "date"
    }]
}

{
    "variables": [{
        "name": "_queueId",
        "value": "201",
        "ivr": "true"
    }, {
        "name": "_SSN",
        "value": "111-22-3333",
        "ivr": "true",
        "privacy": "true"
    }, {
        "name": "_amount",
        "value": "110.55",
        "display": "true",
        "displayName": "Amount Due"
    }, {
        "name": "_dueDate",
        "value": "04 July 2019",
        "ivr": "true",
        "display": "true",
        "displayName": "Due Date",
        "dataType": "date"
    }]
}

curl -H "Content-Type: application/json" -X GET -u acme:00a5c5dd78ba119df8e361288b709e4c2d19ef440c0f2af96d48ead1faa78c9b 'https://vcc-sb1.8x8.com/api/v1/interaction/data/guid/int-1628bb9dbf7-YUTGAUsGrJDvPC9DqMgJr01iy-phone-01-acme'

Query Parameters

Input JSON description

{
    "variables": [{
            "name": "_queueId",
            "value": "201",
            "ivr": "true"
        },
        {
            "name": "_SSN",
            "value": "111-22-3333",
            "ivr": "true",
            "privacy": "true"
        },
        {
            "name": "_amount",
            "value": "110.55",
            "display": "true",
            "displayName": "Amount Due"
        },
        {
            "name": "_dueDate",
            "value": "04 July 2019",
            "ivr": "true",
            "display": "true",
            "displayName": "Due Date",
            "dataType": "date"
        }
    ]
}

Output json description

Response Codes

Overview

Subscribing to Events

https://vcc-{cluster}.8x8.com/api/streaming/v1/clientconnect/subscribe/TenantUpdates-{tenantName}-{subscriptionId}?desiredOutputType=NEWLINE_JSON&tenantId={tenantName}&subsId={subscriptionId}&X-Atmosphere-Transport=streaming

Purpose of the Fields

1. Subscription ID  is the unique ID for identifying the SAPI connection from the tenant. Each tenant should manage its own subscription ID. Since the SAPI stores messages for a certain period of time even if the client is disconnected, using same subscription ID is important in order to receive stored messages.
2. Tenant ID is the tenant ID provided by 8x8.
3. Desired Output type. This can be either XML or JSON.
4. Subscribe will initiate a subscription to events over the next 60 minutes.
5. Unsubscribe will disconnect the client from the SAPI server and start storing messages for reconnection.

Agent Status Updates

Agent Provisioning Updates

Interaction Updates

Authentication

To generate the Authentication Token

1. Log into the SAPI Configuration Manager.
2. Select Integration.
3. Click API Token.
4. Click New Token next to Data Request Token. This generates a new private token for your tenant. The image below shows the authentication window.

Important Notes

1. Only three clients per tenant are allowed to listen at a given time.
2. The subscription ID should be unique for every connection.
3. A subscription session is valid for only sixty minutes. That is, if the connection times out, you will need to reconnect. However, no data is lost if reconnection occurs within two hours, since messages are stored and sent when the connection is restored.
4. A two-hour history of events is provided, if the client connects with the previously used subscription ID.
5. Desired output can be either XML or JSON.
6. If a subscription has been disconnected for more than two hours, it will be automatically unsubscribed. No more messages will be stored after unsubscribing.

To download the 8x8 SAPI client, click here.

Overview

Testing Using A Browser

https://vcc-instance.8x8.com/api/ccm/attachments/case/{case-id}

Some other examples for downloading attachments

https://vcc-instance.8x8.com/api/ccm/attachments/followup/{followup-id}

https://vcc-instance.8x8.com/api/ccm/attachments/faq/{faq-id}

Testing Using curl

curl -u acme:ac12343934687a839cf https://vcc-instance.8x8.com/api/ccm/attachments/case/1  -o {filename}

Response Codes