Get a list of ACD Queues. Get a single ACD Queue resource. Get a single ACD Queue resource. Update an existing ACD Queue. Delete an ACD Queue.

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Last modified on 2016-01-05.

ACD Queue

An ACD Queue distributes waiting inbound calls in an ordered manner. API Endpoint

/api/v4/acd/queue/

Methods

NAME DESCRIPTION

GET /api/v4/acd/queue/ Get a list of ACD Queues. POST

/api/v4/acd/queue/

Get a single ACD Queue resource.

GET /api/v4/acd/queue/{id}/

Get a single ACD Queue resource.

PUT /api/v4/acd/queue/{id}/

Update an existing ACD Queue.

DELETE /api/v4/acd/queue/{id}/

Delete an ACD Queue.

PATCH /api/v4/acd/queue/{id}/

Patch an ACD Queue resource.

Methods

GET /api/v4/acd/queue/

Get a list of ACD Queues.

RETURNS

(2)

Successfully retrieved resource(s) EXAMPLE RESPONSE { "data": [ { "acdqueue_id": 72, "agent_max_attempts": 8, "agent_timeout": 3, "agents": [ "/api/v4/access/user/188/" ], "allow_join_on_empty": false, "announcement_playlist": "/api/v4/acd/announcement_playlist/17/", "announcement_playlist_enabled": false, "auto_answer": false, "auto_record": true, "created": "2016-01-06T21:17:04Z", "display_name": "Bob", "disposition_set": "/api/v4/acd/disposition_set/63/", "ek": "5555", "empty_queue_failover_destination": "/api/v4/pbx/routepoint/129/", "enable_call_disposition": false, "enable_call_notes": true, "enable_call_wrap": true, "external_data": null, "external_label": null, "groups": [ "/api/v4/access/short_group/163/" ], "hold_playlist": "/api/v4/acd/hold_playlist/22/", "hold_playlist_enabled": true, "max_attempts": 1, "max_attempts_failover_destination": "/api/v4/pbx/routepoint/31/", "max_size": 0, "max_size_failover_destination": "/api/v4/pbx/routepoint/104/", "max_wait_failover_destination": "/api/v4/pbx/routepoint/190/", "max_wait_time": 18, "modified": "2016-01-06T21:17:04Z", "number_is_did": true, "priority": 8, "queue_number": "5555", "resource_uri": "/api/v4/acd/queue/91/", "retry_time": 3, "ring_strategy": 1, "route_point": "/api/v4/pbx/routepoint/209/", "screen_pop_hidden": true, "screen_pop_method": 0, "screen_pop_url": "", "skill_based": false, "skip_busy": 0, "sla": 17,

(3)

data array "subtenant": "/api/v4/backbone/subtenant/76/", "wrap_allow_extend": false, "wrap_extension_max": 3, "wrap_time": 11, "wrap_time_extension": 6 } ], "meta": { "limit": 20, "next": null, "offset": 0, "previous": null, "total_count": 4 } }

Collection of objects returned by the API.

acdqueue_id number agent_max_attempts number agent_timeout number agents array allow_join_on_empty boolean announcement_playlist URI announcement_playlist_enabled boolean auto_answer boolean auto_record boolean DATA FIELDS

Unique ID for the ACD Queue.

Maximum number of times an agent will be attempted before being logged out. A value of zero is unlimited. Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination.

List of Users who are agents in the ACD Queue.

Flag indicating whether callers can enter the ACD Queue when no agents are logged in.

AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked.

Flag indicating whether ACD Queue should use a custom announcement playlist.

Flag indicating whether calls will be answered automatically when directed to an agent.

Flag indicating whether calls to this ACD Queue are automatically recorded.

(4)

created timestamp display_name string disposition_set string ek UUID empty_queue_failover_destination URI enable_call_disposition boolean enable_call_notes boolean enable_call_wrap boolean external_data JSON external_label string groups array hold_playlist URI hold_playlist_enabled boolean max_attempts number max_attempts_failover_destination URI

Date/time the ACD Queue was created.

Display name for the ACD Queue.

The Disposition Set associated with the ACD Queue.

A unique ID used by the Corvisa platform.

Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false.

Flag indicating whether agents can select a call Disposition when wrapping a call.

Flag indicating whether agents can enter notes when wrapping a call.

Flag indicating whether agents have time to wrap their calls before becoming available to receive another call.

Data added to events related to this queue.

Label added to events related to this queue.

List of Groups whose agents are agents in the ACD Queue.

ACD Hold Playlist for the destination where an hold playlist can be linked.

Flag indicating whether ACD Queue should use a custom hold playlist.

Maximum connection attempts per call before failing over. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of attempts to reach an agent has been met.

(5)

max_size number max_size_failover_destination URI max_wait_failover_destination URI max_wait_time number modified timestamp number_is_did boolean priority number queue_number string resource_uri URI retry_time number ring_strategy number route_point URI screen_pop_hidden boolean screen_pop_method number screen_pop_url string skill_based

Maximum number of queued calls. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of calls are waiting in the ACD Queue. Route Point for the destination where calls are sent when the maximum wait time has been met.

The number of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. Date/time the ACD Queue was last modified.

Flag indicating whether the phone number for the ACD Queue is a DID.

The priority of this ACD Queue, used to determine which call will be sent to an agent who is logged in to multiple ACD Queues at once.

Phone number for the ACD Queue.

URI for the ACD Queue resource.

Delay time (in seconds) between attempting agents.

Number indicating the strategy for routing calls to agents within the ACD Queue. Options are 0: Round Robin, 1: Linear, 2: Least Recent, 3: Longest Idle.

Route Point for the ACD Queue.

Nullable flag describing if an incoming call popup is suppressed.

HTTP method (0: GET, 1: POST) for screen pop requests.

Destination for screen pops requests.

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meta object

Information about the response. boolean skip_busy boolean sla number subtenant URI wrap_allow_extend boolean wrap_extension_max number wrap_time number wrap_time_extension number ACD Queue.

Flag describing if agents on non-acd calls are skipped when selected for a queue call.

Maximum acceptable time in seconds for calls to remain queued.

Subtenant associated with the ACD Queue.

Flag indicating whether an agent can extend wrap time. Used by the Corvisa Softphone to determine if wrap time can be extended for an agent.

If wrap_allow_extend is set to true, the maximum number of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0.

If enable_call_wrap is set to true, the amount of time (in seconds) an agent has to wrap a call before becoming available to receive another call.

If wrap_allow_extend is set to true, the amount of time (in seconds) an agent can extend wrap time.

limit number next URI offset number previous URI total_count number META FIELDS

Maximum number of objects per page in the response.

URI used to access the next page of the response.

Number of objects skipped for this response.

URI used to access the previous page of the response.

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display_name REQUIRED string queue_number REQUIRED string agent_max_attempts OPTIONAL number

POST /api/v4/acd/queue/

Get a single ACD Queue resource.

EXAMPLE REQUEST { "agent_max_attempts": 5, "agent_timeout": 15, "agents": [ "/api/v4/access/user/477/" ], "allow_join_on_empty": true, "auto_answer": false, "auto_record": false,

"display_name": "Example Queue", "enable_call_disposition": false, "enable_call_notes": false, "enable_call_wrap": false, "groups": [], "max_attempts": 0, "max_size": 0, "max_wait_failover_destination": "/api/v4/pbx/routepoint/379/", "max_wait_time": 60, "number_is_did": false, "priority": 1, "queue_number": "6235", "retry_time": 10, "ring_strategy": 0, "skill_based": false, "sla": 15, "wrap_allow_extend": false, "wrap_time": 60 } FIELDS

Display name for the ACD Queue.

Phone number for the ACD Queue.

Maximum number of times an agent will be attempted before being logged out. A value of zero is unlimited.

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agent_timeout OPTIONAL number agents OPTIONAL array allow_join_on_empty OPTIONAL boolean auto_answer OPTIONAL boolean auto_record OPTIONAL boolean enable_call_disposition OPTIONAL boolean enable_call_notes OPTIONAL boolean enable_call_wrap OPTIONAL boolean groups OPTIONAL array max_attempts OPTIONAL

Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination.

List of Users who are agents in the ACD Queue. Use the User GET request to return a list of available Users.

Request: GET /api/v4/access/user/

Flag indicating whether callers can enter the ACD Queue when no agents are logged in.

Flag indicating whether calls will be answered automatically when directed to an agent.

Flag indicating whether calls to this ACD Queue are automatically recorded.

Flag indicating whether agents can select a call Disposition when wrapping a call.

Flag indicating whether agents can enter notes when wrapping a call.

Flag indicating whether agents have time to wrap their calls before becoming available to receive another call.

List of Groups whose agents are agents in the ACD Queue. When a Group is added to the ACD Queue, the Users in the Group are also added to the ACD Queue. When a Group is removed from an ACD Queue, the Users in the Group are also removed from the ACD Queue. Use the Groups GET request to return a list of available Groups.

Request: GET /api/v4/access/group/

Maximum connection attempts per call before failing over. 0 is unlimited.

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number max_size OPTIONAL number max_wait_failover_destination OPTIONAL URI max_wait_time OPTIONAL number number_is_did OPTIONAL boolean priority OPTIONAL number retry_time OPTIONAL number ring_strategy OPTIONAL number skill_based OPTIONAL boolean sla OPTIONAL number wrap_allow_extend OPTIONAL boolean wrap_time OPTIONAL

Maximum number of queued calls. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum wait time has been met. Use the Route Point GET request to return a list of available Route Points.

Request: GET /api/v4/pbx/routepoint/

The number of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited.

Flag indicating whether the phone number for the ACD Queue is a DID.

The priority of this ACD Queue, used to determine which call will be sent to an agent who is logged in to multiple ACD Queues at once.

Delay time (in seconds) between attempting agents.

Number indicating the strategy for routing calls to agents within the ACD Queue. Options are 0: Round Robin, 1: Linear, 2: Least Recent, 3: Longest Idle.

Flag indicating whether skill-based routing is used by the ACD Queue.

Maximum acceptable time in seconds for calls to remain queued.

Flag indicating whether an agent can extend wrap time. Used by the Corvisa Softphone to determine if wrap time can be

extended for an agent.

If enable_call_wrap is set to true, the amount of time (in seconds) an agent has to wrap a call before becoming available to receive

(10)

number another call.

RETURNS

201

Successfully created a new resource

EXAMPLE RESPONSE { "acdqueue_id": 204, "agent_max_attempts": 5, "agent_timeout": 15, "agents": [ "/api/v4/access/user/477/" ], "allow_join_on_empty": true, "announcement_playlist": null, "announcement_playlist_enabled": false, "auto_answer": false, "auto_record": false, "created": "2016-01-06T21:17:04Z", "display_name": "Example Queue", "disposition_set": null, "ek": "6235", "empty_queue_failover_destination": null, "enable_call_disposition": false, "enable_call_notes": false, "enable_call_wrap": false, "external_data": null, "external_label": null, "groups": [], "hold_playlist": null, "hold_playlist_enabled": false, "max_attempts": 0, "max_attempts_failover_destination": null, "max_size": 0, "max_size_failover_destination": null, "max_wait_failover_destination": "/api/v4/pbx/routepoint/379/", "max_wait_time": 60, "modified": "2016-01-06T21:17:04Z", "number_is_did": false, "priority": 1, "queue_number": "6235", "resource_uri": "/api/v4/acd/queue/204/", "retry_time": 10, "ring_strategy": 0, "route_point": "/api/v4/pbx/routepoint/382/", "screen_pop_hidden": null, "screen_pop_method": 0, "screen_pop_url": null,

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acdqueue_id number agent_max_attempts number agent_timeout number agents array allow_join_on_empty boolean announcement_playlist URI announcement_playlist_enabled boolean auto_answer boolean auto_record boolean created timestamp display_name string disposition_set string "skill_based": false, "skip_busy": 0, "sla": 15, "subtenant": "/api/v4/backbone/subtenant/207/", "wrap_allow_extend": false, "wrap_extension_max": 0, "wrap_time": 60, "wrap_time_extension": 0 }

Unique ID for the ACD Queue.

Maximum number of times an agent will be attempted before being logged out. A value of zero is unlimited. Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination.

List of Users who are agents in the ACD Queue.

Flag indicating whether callers can enter the ACD Queue when no agents are logged in.

AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked.

Flag indicating whether ACD Queue should use a custom announcement playlist.

Flag indicating whether calls will be answered automatically when directed to an agent.

Flag indicating whether calls to this ACD Queue are automatically recorded.

Date/time the ACD Queue was created.

Display name for the ACD Queue.

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ek UUID empty_queue_failover_destination URI enable_call_disposition boolean enable_call_notes boolean enable_call_wrap boolean external_data JSON external_label string groups array hold_playlist URI hold_playlist_enabled boolean max_attempts number max_attempts_failover_destination URI max_size number max_size_failover_destination URI max_wait_failover_destination URI

A unique ID used by the Corvisa platform.

Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false.

Flag indicating whether agents can select a call Disposition when wrapping a call.

Flag indicating whether agents can enter notes when wrapping a call.

Flag indicating whether agents have time to wrap their calls before becoming available to receive another call.

Data added to events related to this queue.

Label added to events related to this queue.

List of Groups whose agents are agents in the ACD Queue.

ACD Hold Playlist for the destination where an hold playlist can be linked.

Flag indicating whether ACD Queue should use a custom hold playlist.

Maximum connection attempts per call before failing over. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of attempts to reach an agent has been met.

Maximum number of queued calls. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of calls are waiting in the ACD Queue. Route Point for the destination where calls are sent when the maximum wait time has been met.

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max_wait_time number modified timestamp number_is_did boolean priority number queue_number string resource_uri URI retry_time number ring_strategy number route_point URI screen_pop_hidden boolean screen_pop_method number screen_pop_url string skill_based boolean skip_busy boolean sla number subtenant

The number of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. Date/time the ACD Queue was last modified.

Flag indicating whether the phone number for the ACD Queue is a DID.

The priority of this ACD Queue, used to determine which call will be sent to an agent who is logged in to multiple ACD Queues at once.

Phone number for the ACD Queue.

URI for the ACD Queue resource.

Delay time (in seconds) between attempting agents.

Number indicating the strategy for routing calls to agents within the ACD Queue. Options are 0: Round Robin, 1: Linear, 2: Least Recent, 3: Longest Idle.

Route Point for the ACD Queue.

Nullable flag describing if an incoming call popup is suppressed.

HTTP method (0: GET, 1: POST) for screen pop requests.

Destination for screen pops requests.

Flag indicating whether skill-based routing is used by the ACD Queue.

Flag describing if agents on non-acd calls are skipped when selected for a queue call.

Maximum acceptable time in seconds for calls to remain queued.

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URI wrap_allow_extend boolean wrap_extension_max number wrap_time number wrap_time_extension number

Flag indicating whether an agent can extend wrap time. Used by the Corvisa Softphone to determine if wrap time can be extended for an agent.

If wrap_allow_extend is set to true, the maximum number of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0.

If enable_call_wrap is set to true, the amount of time (in seconds) an agent has to wrap a call before becoming available to receive another call.

If wrap_allow_extend is set to true, the amount of time (in seconds) an agent can extend wrap time.

GET /api/v4/acd/queue/{id}/

Get a single ACD Queue resource.

RETURNS

200

Successfully retrieved resource(s)

EXAMPLE RESPONSE { "acdqueue_id": 205, "agent_max_attempts": 0, "agent_timeout": 0, "agents": [], "allow_join_on_empty": false, "announcement_playlist": null, "announcement_playlist_enabled": false, "auto_answer": false, "auto_record": false, "created": "2016-01-06T21:17:04Z", "display_name": "Some ACD Queue",

"disposition_set": "/api/v4/acd/disposition_set/78/", "ek": "100", "empty_queue_failover_destination": null, "enable_call_disposition": false, "enable_call_notes": false, "enable_call_wrap": false, "external_data": null, "external_label": null,

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acdqueue_id number agent_max_attempts number agent_timeout number agents array allow_join_on_empty boolean announcement_playlist URI "groups": [], "hold_playlist": null, "hold_playlist_enabled": false, "max_attempts": 0, "max_attempts_failover_destination": "/api/v4/pbx/routepoint/385/", "max_size": 0, "max_size_failover_destination": "/api/v4/pbx/routepoint/385/", "max_wait_failover_destination": "/api/v4/pbx/routepoint/385/", "max_wait_time": 0, "modified": "2016-01-06T21:17:04Z", "number_is_did": false, "priority": 0, "queue_number": "4444", "resource_uri": "/api/v4/acd/queue/205/", "retry_time": 0, "ring_strategy": 0, "route_point": "/api/v4/pbx/routepoint/384/", "screen_pop_hidden": null, "screen_pop_method": 0, "screen_pop_url": "", "skill_based": false, "skip_busy": 0, "sla": 0, "subtenant": "/api/v4/backbone/subtenant/208/", "wrap_allow_extend": false, "wrap_extension_max": 0, "wrap_time": 0, "wrap_time_extension": 0 }

Unique ID for the ACD Queue.

Maximum number of times an agent will be attempted before being logged out. A value of zero is unlimited. Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination.

List of Users who are agents in the ACD Queue.

Flag indicating whether callers can enter the ACD Queue when no agents are logged in.

AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked.

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announcement_playlist_enabled boolean auto_answer boolean auto_record boolean created timestamp display_name string disposition_set string ek UUID empty_queue_failover_destination URI enable_call_disposition boolean enable_call_notes boolean enable_call_wrap boolean external_data JSON external_label string groups array hold_playlist URI hold_playlist_enabled boolean

Flag indicating whether ACD Queue should use a custom announcement playlist.

Flag indicating whether calls will be answered automatically when directed to an agent.

Flag indicating whether calls to this ACD Queue are automatically recorded.

Date/time the ACD Queue was created.

Display name for the ACD Queue.

The Disposition Set associated with the ACD Queue.

A unique ID used by the Corvisa platform.

Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false.

Flag indicating whether agents can select a call Disposition when wrapping a call.

Flag indicating whether agents can enter notes when wrapping a call.

Flag indicating whether agents have time to wrap their calls before becoming available to receive another call.

Data added to events related to this queue.

Label added to events related to this queue.

List of Groups whose agents are agents in the ACD Queue.

ACD Hold Playlist for the destination where an hold playlist can be linked.

Flag indicating whether ACD Queue should use a custom hold playlist.

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max_attempts number max_attempts_failover_destination URI max_size number max_size_failover_destination URI max_wait_failover_destination URI max_wait_time number modified timestamp number_is_did boolean priority number queue_number string resource_uri URI retry_time number ring_strategy number route_point URI screen_pop_hidden boolean

Maximum connection attempts per call before failing over. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of attempts to reach an agent has been met.

Maximum number of queued calls. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of calls are waiting in the ACD Queue. Route Point for the destination where calls are sent when the maximum wait time has been met.

The number of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. Date/time the ACD Queue was last modified.

Flag indicating whether the phone number for the ACD Queue is a DID.

The priority of this ACD Queue, used to determine which call will be sent to an agent who is logged in to multiple ACD Queues at once.

Phone number for the ACD Queue.

URI for the ACD Queue resource.

Delay time (in seconds) between attempting agents.

Number indicating the strategy for routing calls to agents within the ACD Queue. Options are 0: Round Robin, 1: Linear, 2: Least Recent, 3: Longest Idle.

Route Point for the ACD Queue.

Nullable flag describing if an incoming call popup is suppressed.

(18)

screen_pop_method number screen_pop_url string skill_based boolean skip_busy boolean sla number subtenant URI wrap_allow_extend boolean wrap_extension_max number wrap_time number wrap_time_extension number

HTTP method (0: GET, 1: POST) for screen pop requests.

Destination for screen pops requests.

Flag indicating whether skill-based routing is used by the ACD Queue.

Flag describing if agents on non-acd calls are skipped when selected for a queue call.

Maximum acceptable time in seconds for calls to remain queued.

Subtenant associated with the ACD Queue.

Flag indicating whether an agent can extend wrap time. Used by the Corvisa Softphone to determine if wrap time can be extended for an agent.

If wrap_allow_extend is set to true, the maximum number of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0.

If enable_call_wrap is set to true, the amount of time (in seconds) an agent has to wrap a call before becoming available to receive another call.

If wrap_allow_extend is set to true, the amount of time (in seconds) an agent can extend wrap time.

PUT /api/v4/acd/queue/{id}/

Update an existing ACD Queue.

EXAMPLE REQUEST { "acdqueue_id": 208, "agent_max_attempts": 0, "agent_timeout": 0, "agents": [], "allow_join_on_empty": false,

(19)

acdqueue_id OPTIONAL number agent_max_attempts OPTIONAL number "auto_answer": false, "auto_record": false, "created": null,

"display_name": "PUT Queue",

"disposition_set": "/api/v4/acd/disposition_set/79/", "ek": "100", "empty_queue_failover_destination": null, "enable_call_disposition": false, "enable_call_notes": false, "enable_call_wrap": false, "external_data": null, "external_label": null, "groups": [], "max_attempts": 0, "max_attempts_failover_destination": "/api/v4/pbx/routepoint/390/", "max_size": 0, "max_size_failover_destination": "/api/v4/pbx/routepoint/390/", "max_wait_failover_destination": "/api/v4/pbx/routepoint/390/", "max_wait_time": 0, "modified": null, "number_is_did": false, "priority": 0, "queue_number": "4444", "resource_uri": "/api/v4/acd/queue/208/", "retry_time": 0, "ring_strategy": 0, "route_point": "/api/v4/pbx/routepoint/389/", "screen_pop_hidden": null, "screen_pop_method": 0, "screen_pop_url": "", "skill_based": false, "skip_busy": 0, "sla": 0, "subtenant": "/api/v4/backbone/subtenant/209/", "wrap_allow_extend": false, "wrap_extension_max": 0, "wrap_time": 0, "wrap_time_extension": 0 } FIELDS

Unique ID for the ACD Queue.

Maximum number of times an agent will be attempted before being logged out. A value of zero is unlimited.

(20)

agent_timeout OPTIONAL number agents OPTIONAL array allow_join_on_empty OPTIONAL boolean auto_answer OPTIONAL boolean auto_record OPTIONAL boolean created OPTIONAL timestamp display_name OPTIONAL string disposition_set OPTIONAL string ek OPTIONAL UUID empty_queue_failover_destination OPTIONAL URI

Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination.

List of Users who are agents in the ACD Queue. Use the User GET request to return a list of available Users.

Request: GET /api/v4/access/user/

Flag indicating whether callers can enter the ACD Queue when no agents are logged in.

Flag indicating whether calls will be answered automatically when directed to an agent.

Flag indicating whether calls to this ACD Queue are automatically recorded.

Date/time the ACD Queue was created.

Display name for the ACD Queue.

The Disposition Set associated with the ACD Queue.

A unique ID used by the Corvisa platform.

Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false. Use the Route Point GET request to return a list of available Route Points.

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enable_call_disposition OPTIONAL boolean enable_call_notes OPTIONAL boolean enable_call_wrap OPTIONAL boolean external_data OPTIONAL JSON external_label OPTIONAL string groups OPTIONAL array max_attempts OPTIONAL number max_attempts_failover_destination OPTIONAL URI max_size OPTIONAL number max_size_failover_destination OPTIONAL URI

Flag indicating whether agents can select a call Disposition when wrapping a call.

Flag indicating whether agents can enter notes when wrapping a call.

Flag indicating whether agents have time to wrap their calls before becoming available to receive another call.

Data added to events related to this queue.

Label added to events related to this queue.

List of Groups whose agents are agents in the ACD Queue. When a Group is added to the ACD Queue, the Users in the Group are also added to the ACD Queue. When a Group is removed from an ACD Queue, the Users in the Group are also removed from the ACD Queue. Use the Groups GET request to return a list of available Groups.

Request: GET /api/v4/access/group/

Maximum connection attempts per call before failing over. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of attempts to reach an agent has been met.

Maximum number of queued calls. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of calls are waiting in the ACD Queue. Use the Route Point GET request to return a list of available Route Points.

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max_wait_failover_destination OPTIONAL URI max_wait_time OPTIONAL number modified OPTIONAL timestamp number_is_did OPTIONAL boolean priority OPTIONAL number queue_number OPTIONAL string resource_uri OPTIONAL URI retry_time OPTIONAL number ring_strategy OPTIONAL number route_point OPTIONAL URI

Request: GET /api/v4/pbx/routepoint/

Route Point for the destination where calls are sent when the maximum wait time has been met. Use the Route Point GET request to return a list of available Route Points.

Request: GET /api/v4/pbx/routepoint/

The number of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited.

Date/time the ACD Queue was last modified.

Flag indicating whether the phone number for the ACD Queue is a DID.

The priority of this ACD Queue, used to determine which call will be sent to an agent who is logged in to multiple ACD Queues at once.

Phone number for the ACD Queue.

URI for the ACD Queue resource.

Delay time (in seconds) between attempting agents.

Number indicating the strategy for routing calls to agents within the ACD Queue. Options are 0: Round Robin, 1: Linear, 2: Least Recent, 3: Longest Idle.

Route Point for the ACD Queue. Use the Route Point GET request to return a list of available Route Points.

(23)

screen_pop_hidden OPTIONAL boolean screen_pop_method OPTIONAL number screen_pop_url OPTIONAL string skill_based OPTIONAL boolean skip_busy OPTIONAL boolean sla OPTIONAL number subtenant OPTIONAL URI wrap_allow_extend OPTIONAL boolean wrap_extension_max OPTIONAL number wrap_time OPTIONAL number wrap_time_extension OPTIONAL number

Nullable flag describing if an incoming call popup is suppressed.

HTTP method (0: GET, 1: POST) for screen pop requests.

Destination for screen pops requests.

Flag indicating whether skill-based routing is used by the ACD Queue.

Flag describing if agents on non-acd calls are skipped when selected for a queue call.

Maximum acceptable time in seconds for calls to remain queued.

Subtenant associated with the ACD Queue.

Flag indicating whether an agent can extend wrap time. Used by the Corvisa Softphone to determine if wrap time can be extended for an agent.

If wrap_allow_extend is set to true, the maximum number of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0.

If enable_call_wrap is set to true, the amount of time (in seconds) an agent has to wrap a call before becoming available to receive another call.

If wrap_allow_extend is set to true, the amount of time (in seconds) an agent can extend wrap time.

(24)

RETURNS

200

Successfully updated the resource

EXAMPLE RESPONSE { "acdqueue_id": 208, "agent_max_attempts": 0, "agent_timeout": 0, "agents": [], "allow_join_on_empty": false, "announcement_playlist": null, "announcement_playlist_enabled": false, "auto_answer": false, "auto_record": false, "created": "2016-01-06T21:17:04Z", "display_name": "PUT Queue",

"disposition_set": "/api/v4/acd/disposition_set/79/", "ek": "4444", "empty_queue_failover_destination": null, "enable_call_disposition": false, "enable_call_notes": false, "enable_call_wrap": false, "external_data": null, "external_label": null, "groups": [], "hold_playlist": null, "hold_playlist_enabled": false, "max_attempts": 0, "max_attempts_failover_destination": "/api/v4/pbx/routepoint/390/", "max_size": 0, "max_size_failover_destination": "/api/v4/pbx/routepoint/390/", "max_wait_failover_destination": "/api/v4/pbx/routepoint/390/", "max_wait_time": 0, "modified": "2016-01-06T21:17:04Z", "number_is_did": false, "pk": "208", "priority": 0, "queue_number": "4444", "resource_uri": "/api/v4/acd/queue/208/", "retry_time": 0, "ring_strategy": 0, "route_point": "/api/v4/pbx/routepoint/393/", "screen_pop_hidden": null, "screen_pop_method": 0, "screen_pop_url": "", "skill_based": false, "skip_busy": 0, "sla": 0, "subtenant": "/api/v4/backbone/subtenant/209/", "wrap_allow_extend": false,

(25)

acdqueue_id number agent_max_attempts number agent_timeout number agents array allow_join_on_empty boolean announcement_playlist URI announcement_playlist_enabled boolean auto_answer boolean auto_record boolean created timestamp display_name string disposition_set string ek UUID empty_queue_failover_destination URI "wrap_extension_max": 0, "wrap_time": 0, "wrap_time_extension": 0 }

Unique ID for the ACD Queue.

Maximum number of times an agent will be attempted before being logged out. A value of zero is unlimited. Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination.

List of Users who are agents in the ACD Queue.

Flag indicating whether callers can enter the ACD Queue when no agents are logged in.

AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked.

Flag indicating whether ACD Queue should use a custom announcement playlist.

Flag indicating whether calls will be answered automatically when directed to an agent.

Flag indicating whether calls to this ACD Queue are automatically recorded.

Date/time the ACD Queue was created.

Display name for the ACD Queue.

The Disposition Set associated with the ACD Queue.

A unique ID used by the Corvisa platform.

Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to

(26)

enable_call_disposition boolean enable_call_notes boolean enable_call_wrap boolean external_data JSON external_label string groups array hold_playlist URI hold_playlist_enabled boolean max_attempts number max_attempts_failover_destination URI max_size number max_size_failover_destination URI max_wait_failover_destination URI max_wait_time number modified timestamp false.

Flag indicating whether agents can select a call Disposition when wrapping a call.

Flag indicating whether agents can enter notes when wrapping a call.

Flag indicating whether agents have time to wrap their calls before becoming available to receive another call.

Data added to events related to this queue.

Label added to events related to this queue.

List of Groups whose agents are agents in the ACD Queue.

ACD Hold Playlist for the destination where an hold playlist can be linked.

Flag indicating whether ACD Queue should use a custom hold playlist.

Maximum connection attempts per call before failing over. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of attempts to reach an agent has been met.

Maximum number of queued calls. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of calls are waiting in the ACD Queue. Route Point for the destination where calls are sent when the maximum wait time has been met.

The number of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. Date/time the ACD Queue was last modified.

(27)

number_is_did boolean pk string priority number queue_number string resource_uri URI retry_time number ring_strategy number route_point URI screen_pop_hidden boolean screen_pop_method number screen_pop_url string skill_based boolean skip_busy boolean sla number subtenant URI

Flag indicating whether the phone number for the ACD Queue is a DID.

Unique ID for the ACD Queue.

The priority of this ACD Queue, used to determine which call will be sent to an agent who is logged in to multiple ACD Queues at once.

Phone number for the ACD Queue.

URI for the ACD Queue resource.

Delay time (in seconds) between attempting agents.

Number indicating the strategy for routing calls to agents within the ACD Queue. Options are 0: Round Robin, 1: Linear, 2: Least Recent, 3: Longest Idle.

Route Point for the ACD Queue.

Nullable flag describing if an incoming call popup is suppressed.

HTTP method (0: GET, 1: POST) for screen pop requests.

Destination for screen pops requests.

Flag indicating whether skill-based routing is used by the ACD Queue.

Flag describing if agents on non-acd calls are skipped when selected for a queue call.

Maximum acceptable time in seconds for calls to remain queued.

(28)

wrap_allow_extend boolean wrap_extension_max number wrap_time number wrap_time_extension number max_attempts OPTIONAL number

Flag indicating whether an agent can extend wrap time. Used by the Corvisa Softphone to determine if wrap time can be extended for an agent.

If wrap_allow_extend is set to true, the maximum number of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0.

If enable_call_wrap is set to true, the amount of time (in seconds) an agent has to wrap a call before becoming available to receive another call.

If wrap_allow_extend is set to true, the amount of time (in seconds) an agent can extend wrap time.

DELETE /api/v4/acd/queue/{id}/

Delete an ACD Queue.

RETURNS

204

Successfully deleted resource(s)

PATCH /api/v4/acd/queue/{id}/

Patch an ACD Queue resource.

EXAMPLE REQUEST

{

"max_attempts": 3 }

FIELDS

Maximum connection attempts per call before failing over. 0 is unlimited.

RETURNS

202

(29)

EXAMPLE RESPONSE { "acdqueue_id": 214, "agent_max_attempts": 0, "agent_timeout": 0, "agents": [], "allow_join_on_empty": false, "announcement_playlist": null, "announcement_playlist_enabled": false, "auto_answer": false, "auto_record": false, "created": "2016-01-06T21:17:04Z", "display_name": "Some ACD Queue",

"disposition_set": "/api/v4/acd/disposition_set/81/", "ek": "4444", "empty_queue_failover_destination": null, "enable_call_disposition": false, "enable_call_notes": false, "enable_call_wrap": false, "external_data": null, "external_label": null, "groups": [], "hold_playlist": null, "hold_playlist_enabled": false, "max_attempts": 3, "max_attempts_failover_destination": "/api/v4/pbx/routepoint/401/", "max_size": 0, "max_size_failover_destination": "/api/v4/pbx/routepoint/401/", "max_wait_failover_destination": "/api/v4/pbx/routepoint/401/", "max_wait_time": 0, "modified": "2016-01-06T21:17:04Z", "number_is_did": false, "priority": 0, "queue_number": "4444", "resource_uri": "/api/v4/acd/queue/214/", "retry_time": 0, "ring_strategy": 0, "route_point": "/api/v4/pbx/routepoint/20/", "screen_pop_hidden": null, "screen_pop_method": 0, "screen_pop_url": "", "skill_based": false, "skip_busy": 0, "sla": 0, "subtenant": "/api/v4/backbone/subtenant/211/", "wrap_allow_extend": false, "wrap_extension_max": 0, "wrap_time": 0, "wrap_time_extension": 0 }

(30)

acdqueue_id number agent_max_attempts number agent_timeout number agents array allow_join_on_empty boolean announcement_playlist URI announcement_playlist_enabled boolean auto_answer boolean auto_record boolean created timestamp display_name string disposition_set string ek UUID empty_queue_failover_destination URI enable_call_disposition boolean

Unique ID for the ACD Queue.

Maximum number of times an agent will be attempted before being logged out. A value of zero is unlimited. Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination.

List of Users who are agents in the ACD Queue.

Flag indicating whether callers can enter the ACD Queue when no agents are logged in.

AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked.

Flag indicating whether ACD Queue should use a custom announcement playlist.

Flag indicating whether calls will be answered automatically when directed to an agent.

Flag indicating whether calls to this ACD Queue are automatically recorded.

Date/time the ACD Queue was created.

Display name for the ACD Queue.

The Disposition Set associated with the ACD Queue.

A unique ID used by the Corvisa platform.

Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false.

Flag indicating whether agents can select a call Disposition when wrapping a call.

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enable_call_notes boolean enable_call_wrap boolean external_data JSON external_label string groups array hold_playlist URI hold_playlist_enabled boolean max_attempts number max_attempts_failover_destination URI max_size number max_size_failover_destination URI max_wait_failover_destination URI max_wait_time number modified timestamp number_is_did boolean priority

Flag indicating whether agents can enter notes when wrapping a call.

Flag indicating whether agents have time to wrap their calls before becoming available to receive another call.

Data added to events related to this queue.

Label added to events related to this queue.

List of Groups whose agents are agents in the ACD Queue.

ACD Hold Playlist for the destination where an hold playlist can be linked.

Flag indicating whether ACD Queue should use a custom hold playlist.

Maximum connection attempts per call before failing over. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of attempts to reach an agent has been met.

Maximum number of queued calls. 0 is unlimited.

Route Point for the destination where calls are sent when the maximum number of calls are waiting in the ACD Queue. Route Point for the destination where calls are sent when the maximum wait time has been met.

The number of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. Date/time the ACD Queue was last modified.

Flag indicating whether the phone number for the ACD Queue is a DID.

(32)

number queue_number string resource_uri URI retry_time number ring_strategy number route_point URI screen_pop_hidden boolean screen_pop_method number screen_pop_url string skill_based boolean skip_busy boolean sla number subtenant URI wrap_allow_extend boolean wrap_extension_max number

will be sent to an agent who is logged in to multiple ACD Queues at once.

Phone number for the ACD Queue.

URI for the ACD Queue resource.

Delay time (in seconds) between attempting agents.

Number indicating the strategy for routing calls to agents within the ACD Queue. Options are 0: Round Robin, 1: Linear, 2: Least Recent, 3: Longest Idle.

Route Point for the ACD Queue.

Nullable flag describing if an incoming call popup is suppressed.

HTTP method (0: GET, 1: POST) for screen pop requests.

Destination for screen pops requests.

Flag indicating whether skill-based routing is used by the ACD Queue.

Flag describing if agents on non-acd calls are skipped when selected for a queue call.

Maximum acceptable time in seconds for calls to remain queued.

Subtenant associated with the ACD Queue.

Flag indicating whether an agent can extend wrap time. Used by the Corvisa Softphone to determine if wrap time can be extended for an agent.

If wrap_allow_extend is set to true, the maximum number of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0.

(33)

wrap_time number

wrap_time_extension number

If enable_call_wrap is set to true, the amount of time (in seconds) an agent has to wrap a call before becoming available to receive another call.

If wrap_allow_extend is set to true, the amount of time (in seconds) an agent can extend wrap time.

Figure

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References

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