Xtend - API - Contact Center

API

To extract data from this section you have to create API Key with ‘DataExport‘ scope.

From the callflow you can send multiple webhooks to trigger your application.

Custom Property & Custom Header

Both are expression fields, meaning you can use them to send data from the callflow designer or static content. E.g. when a string value is configured (“static” – including the quotes) this value is just taken into the header or property, however if you enter a statement (1+1, or varA) the result of that statement is used (thus the result would be 2, or the value of variable with the name varA)

Custom Header is send as a header, with name R365-Custom. Custom property is send as a property in the body of the webhook.

Example

{
   "CurrentDateTime":"datetime",
   "StartedDateTime":"datetime",
   "EndedDateTime":"datetime",
   "Caller":"string",
   "Called":"string",
   "CallId":"string",
   "State":"int",
   "CustomProperty":null,
   "Requests":[
      {
         "QueueName":"string",
         "QueuedDateTime":"datetime",
         "DequeuedDateTime":"datetime",
         "AnsweringAgentId":"string"
      }
   ]
}

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Model

Field	Type	Description
CurrentDateTime	datetime	the time on the server at the moment of the response
StartedDateTime	datetime	the time the call was received
EndedDateTime	datetime	the time the call was ended, or null if still active. Note: if a call continues outside the CC queue, this property can still have a value
Caller	string	the uri of the caller
Called	string	the displayname of the resourceaccount
Callid	string	the azure callid of the call
State	int	the state of the call: Incoming = 0 Establishing = 1 Established = 3 Hold = 4 Transferring = 5 TransferAccepted = 6 Redirecting = 7 Terminating = 8 Terminated = 9 UnknownFutureValue = 10
CustomProperty	string	value that was configured as CustomProperty in the portal. This can be used to indicate the authenticity of the request, or to include a value from the callflow
Requests	array	A call can be queued multiple times, each time a call is queued, this results in a request
{QueueName}	string	the displayname of the queue
{QueuedDateTime}	datetime	the time the request was queued
{DequeuedDateTime}	datetime	the time the request was dequeued (answered or canceled) or null
{AnsweringAgentId}	string	if answered, the GUID (AzureId) of the answering agent, else null. Note: this is not perse the agent that ended the call, as calls can be transfered

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On this page

Attendant Console

Contact Center

Webhooks

Custom Property & Custom Header

Example

Model