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.

Transcription

1 Last modified on 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 200

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": " T21:17:04Z", "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": " T21:17:04Z", "_is_did": true, "priority": 8, "queue_": "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 } "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 } data array Collection of objects returned by the API. DATA FIELDS acdqueue_id Unique ID for the ACD Queue. agent_max_attempts Maximum of times an agent will be attempted before being logged out. A value of zero is unlimited. agent_timeout Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination. agents array List of Users who are agents in the ACD Queue. allow_join_on_empty Flag indicating whether callers can enter the ACD Queue when no agents are logged in. announcement_playlist AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked. announcement_playlist_enabled Flag indicating whether ACD Queue should use a custom announcement playlist. auto_answer Flag indicating whether calls will be answered automatically when directed to an agent. auto_record Flag indicating whether calls to this ACD Queue are automatically recorded.

4 created timestamp Date/time the ACD Queue was created. display_name Display name for the ACD Queue. disposition_set The Disposition Set associated with the ACD Queue. ek UUID A unique ID used by the Corvisa platform. empty_queue_failover_destination Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false. enable_call_disposition Flag indicating whether agents can select a call Disposition when wrapping a call. enable_call_notes Flag indicating whether agents can enter notes when wrapping a call. enable_call_wrap Flag indicating whether agents have time to wrap their calls before becoming available to receive another call. external_data JSON Data added to events related to this queue. external_label Label added to events related to this queue. groups array List of Groups whose agents are agents in the ACD Queue. hold_playlist ACD Hold Playlist for the destination where an hold playlist can be linked. hold_playlist_enabled Flag indicating whether ACD Queue should use a custom hold playlist. max_attempts Maximum connection attempts per call before failing over. 0 is unlimited. max_attempts_failover_destination the maximum of attempts to reach an agent has been met.

5 max_size Maximum of queued calls. 0 is unlimited. max_size_failover_destination the maximum of calls are waiting in the ACD Queue. max_wait_failover_destination the maximum wait time has been met. max_wait_time The of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. modified timestamp Date/time the ACD Queue was last modified. _is_did Flag indicating whether the phone for the ACD Queue is a DID. priority 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. queue_ Phone for the ACD Queue. resource_uri for the ACD Queue resource. retry_time Delay time (in seconds) between attempting agents. ring_strategy 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 Route Point for the ACD Queue. screen_pop_hidden Nullable flag describing if an incoming call popup is suppressed. screen_pop_method HTTP method (0: GET, 1: POST) for screen pop requests. screen_pop_url Destination for screen pops requests. skill_based Flag indicating whether skill-based routing is used by the

6 ACD Queue. skip_busy Flag describing if agents on non-acd calls are skipped when selected for a queue call. sla Maximum acceptable time in seconds for calls to remain queued. subtenant Subtenant associated with the ACD Queue. wrap_allow_extend 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. wrap_extension_max If wrap_allow_extend is set to true, the maximum of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0. wrap_time 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. wrap_time_extension If wrap_allow_extend is set to true, the amount of time (in seconds) an agent can extend wrap time. meta object Information about the response. META FIELDS limit Maximum of objects per page in the response. next used to access the next page of the response. offset Number of objects skipped for this response. previous used to access the previous page of the response. total_count Total of objects accessible through this endpoint.

7 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, "_is_did": false, "priority": 1, "queue_": "6235", "retry_time": 10, "ring_strategy": 0, "skill_based": false, "sla": 15, "wrap_allow_extend": false, "wrap_time": 60 FIELDS display_name REQUIRED Display name for the ACD Queue. queue_ REQUIRED Phone for the ACD Queue. agent_max_attempts Maximum of times an agent will be attempted before being logged out. A value of zero is unlimited.

8 agent_timeout Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination. agents array 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/ allow_join_on_empty Flag indicating whether callers can enter the ACD Queue when no agents are logged in. auto_answer Flag indicating whether calls will be answered automatically when directed to an agent. auto_record Flag indicating whether calls to this ACD Queue are automatically recorded. enable_call_disposition Flag indicating whether agents can select a call Disposition when wrapping a call. enable_call_notes Flag indicating whether agents can enter notes when wrapping a call. enable_call_wrap Flag indicating whether agents have time to wrap their calls before becoming available to receive another call. groups array 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/ max_attempts Maximum connection attempts per call before failing over. 0 is unlimited.

9 max_size Maximum of queued calls. 0 is unlimited. max_wait_failover_destination 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/ max_wait_time The of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. _is_did Flag indicating whether the phone for the ACD Queue is a DID. priority 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. retry_time Delay time (in seconds) between attempting agents. ring_strategy 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. skill_based Flag indicating whether skill-based routing is used by the ACD Queue. sla Maximum acceptable time in seconds for calls to remain queued. wrap_allow_extend 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. wrap_time 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 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": " T21:17:04Z", "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": " T21:17:04Z", "_is_did": false, "priority": 1, "queue_": "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,

11 } "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 acdqueue_id Unique ID for the ACD Queue. agent_max_attempts Maximum of times an agent will be attempted before being logged out. A value of zero is unlimited. agent_timeout Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination. agents array List of Users who are agents in the ACD Queue. allow_join_on_empty Flag indicating whether callers can enter the ACD Queue when no agents are logged in. announcement_playlist AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked. announcement_playlist_enabled Flag indicating whether ACD Queue should use a custom announcement playlist. auto_answer Flag indicating whether calls will be answered automatically when directed to an agent. auto_record Flag indicating whether calls to this ACD Queue are automatically recorded. created timestamp Date/time the ACD Queue was created. display_name Display name for the ACD Queue. disposition_set The Disposition Set associated with the ACD Queue.

12 ek UUID A unique ID used by the Corvisa platform. empty_queue_failover_destination Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false. enable_call_disposition Flag indicating whether agents can select a call Disposition when wrapping a call. enable_call_notes Flag indicating whether agents can enter notes when wrapping a call. enable_call_wrap Flag indicating whether agents have time to wrap their calls before becoming available to receive another call. external_data JSON Data added to events related to this queue. external_label Label added to events related to this queue. groups array List of Groups whose agents are agents in the ACD Queue. hold_playlist ACD Hold Playlist for the destination where an hold playlist can be linked. hold_playlist_enabled Flag indicating whether ACD Queue should use a custom hold playlist. max_attempts Maximum connection attempts per call before failing over. 0 is unlimited. max_attempts_failover_destination the maximum of attempts to reach an agent has been met. max_size Maximum of queued calls. 0 is unlimited. max_size_failover_destination the maximum of calls are waiting in the ACD Queue. max_wait_failover_destination the maximum wait time has been met.

13 max_wait_time The of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. modified timestamp Date/time the ACD Queue was last modified. _is_did Flag indicating whether the phone for the ACD Queue is a DID. priority 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. queue_ Phone for the ACD Queue. resource_uri for the ACD Queue resource. retry_time Delay time (in seconds) between attempting agents. ring_strategy 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 Route Point for the ACD Queue. screen_pop_hidden Nullable flag describing if an incoming call popup is suppressed. screen_pop_method HTTP method (0: GET, 1: POST) for screen pop requests. screen_pop_url Destination for screen pops requests. skill_based Flag indicating whether skill-based routing is used by the ACD Queue. skip_busy Flag describing if agents on non-acd calls are skipped when selected for a queue call. sla Maximum acceptable time in seconds for calls to remain queued. subtenant Subtenant associated with the ACD Queue.

14 wrap_allow_extend 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. wrap_extension_max If wrap_allow_extend is set to true, the maximum of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0. wrap_time 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. wrap_time_extension 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": " T21:17:04Z", "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,

15 } "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": " T21:17:04Z", "_is_did": false, "priority": 0, "queue_": "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 acdqueue_id Unique ID for the ACD Queue. agent_max_attempts Maximum of times an agent will be attempted before being logged out. A value of zero is unlimited. agent_timeout Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination. agents array List of Users who are agents in the ACD Queue. allow_join_on_empty Flag indicating whether callers can enter the ACD Queue when no agents are logged in. announcement_playlist AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked.

16 announcement_playlist_enabled Flag indicating whether ACD Queue should use a custom announcement playlist. auto_answer Flag indicating whether calls will be answered automatically when directed to an agent. auto_record Flag indicating whether calls to this ACD Queue are automatically recorded. created timestamp Date/time the ACD Queue was created. display_name Display name for the ACD Queue. disposition_set The Disposition Set associated with the ACD Queue. ek UUID A unique ID used by the Corvisa platform. empty_queue_failover_destination Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false. enable_call_disposition Flag indicating whether agents can select a call Disposition when wrapping a call. enable_call_notes Flag indicating whether agents can enter notes when wrapping a call. enable_call_wrap Flag indicating whether agents have time to wrap their calls before becoming available to receive another call. external_data JSON Data added to events related to this queue. external_label Label added to events related to this queue. groups array List of Groups whose agents are agents in the ACD Queue. hold_playlist ACD Hold Playlist for the destination where an hold playlist can be linked. hold_playlist_enabled Flag indicating whether ACD Queue should use a custom hold playlist.

17 max_attempts Maximum connection attempts per call before failing over. 0 is unlimited. max_attempts_failover_destination the maximum of attempts to reach an agent has been met. max_size Maximum of queued calls. 0 is unlimited. max_size_failover_destination the maximum of calls are waiting in the ACD Queue. max_wait_failover_destination the maximum wait time has been met. max_wait_time The of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. modified timestamp Date/time the ACD Queue was last modified. _is_did Flag indicating whether the phone for the ACD Queue is a DID. priority 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. queue_ Phone for the ACD Queue. resource_uri for the ACD Queue resource. retry_time Delay time (in seconds) between attempting agents. ring_strategy 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 Route Point for the ACD Queue. screen_pop_hidden Nullable flag describing if an incoming call popup is suppressed.

18 screen_pop_method HTTP method (0: GET, 1: POST) for screen pop requests. screen_pop_url Destination for screen pops requests. skill_based Flag indicating whether skill-based routing is used by the ACD Queue. skip_busy Flag describing if agents on non-acd calls are skipped when selected for a queue call. sla Maximum acceptable time in seconds for calls to remain queued. subtenant Subtenant associated with the ACD Queue. wrap_allow_extend 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. wrap_extension_max If wrap_allow_extend is set to true, the maximum of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0. wrap_time 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. wrap_time_extension 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 } "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, "_is_did": false, "priority": 0, "queue_": "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 acdqueue_id Unique ID for the ACD Queue. agent_max_attempts Maximum of times an agent will be attempted before being logged out. A value of zero is unlimited.

20 agent_timeout Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination. agents array 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/ allow_join_on_empty Flag indicating whether callers can enter the ACD Queue when no agents are logged in. auto_answer Flag indicating whether calls will be answered automatically when directed to an agent. auto_record Flag indicating whether calls to this ACD Queue are automatically recorded. created Date/time the ACD Queue was created. timestamp display_name Display name for the ACD Queue. disposition_set The Disposition Set associated with the ACD Queue. ek A unique ID used by the Corvisa platform. UUID empty_queue_failover_destination 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. Request: GET /api/v4/pbx/routepoint/

21 enable_call_disposition Flag indicating whether agents can select a call Disposition when wrapping a call. enable_call_notes Flag indicating whether agents can enter notes when wrapping a call. enable_call_wrap Flag indicating whether agents have time to wrap their calls before becoming available to receive another call. external_data Data added to events related to this queue. JSON external_label Label added to events related to this queue. groups array 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/ max_attempts Maximum connection attempts per call before failing over. 0 is unlimited. max_attempts_failover_destination the maximum of attempts to reach an agent has been met. max_size Maximum of queued calls. 0 is unlimited. max_size_failover_destination the maximum of calls are waiting in the ACD Queue. Use the Route Point GET request to return a list of available Route Points.

22 Request: GET /api/v4/pbx/routepoint/ max_wait_failover_destination 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/ max_wait_time The of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. modified Date/time the ACD Queue was last modified. timestamp _is_did Flag indicating whether the phone for the ACD Queue is a DID. priority 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. queue_ Phone for the ACD Queue. resource_uri for the ACD Queue resource. retry_time Delay time (in seconds) between attempting agents. ring_strategy 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 Route Point for the ACD Queue. Use the Route Point GET request to return a list of available Route Points. Request: GET /api/v4/pbx/routepoint/

23 screen_pop_hidden Nullable flag describing if an incoming call popup is suppressed. screen_pop_method HTTP method (0: GET, 1: POST) for screen pop requests. screen_pop_url Destination for screen pops requests. skill_based Flag indicating whether skill-based routing is used by the ACD Queue. skip_busy Flag describing if agents on non-acd calls are skipped when selected for a queue call. sla Maximum acceptable time in seconds for calls to remain queued. subtenant Subtenant associated with the ACD Queue. wrap_allow_extend 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. wrap_extension_max If wrap_allow_extend is set to true, the maximum of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0. wrap_time 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. wrap_time_extension 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": " T21:17:04Z", "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": " T21:17:04Z", "_is_did": false, "pk": "208", "priority": 0, "queue_": "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 } "wrap_extension_max": 0, "wrap_time": 0, "wrap_time_extension": 0 acdqueue_id Unique ID for the ACD Queue. agent_max_attempts Maximum of times an agent will be attempted before being logged out. A value of zero is unlimited. agent_timeout Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination. agents array List of Users who are agents in the ACD Queue. allow_join_on_empty Flag indicating whether callers can enter the ACD Queue when no agents are logged in. announcement_playlist AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked. announcement_playlist_enabled Flag indicating whether ACD Queue should use a custom announcement playlist. auto_answer Flag indicating whether calls will be answered automatically when directed to an agent. auto_record Flag indicating whether calls to this ACD Queue are automatically recorded. created timestamp Date/time the ACD Queue was created. display_name Display name for the ACD Queue. disposition_set The Disposition Set associated with the ACD Queue. ek UUID A unique ID used by the Corvisa platform. empty_queue_failover_destination Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to

26 false. enable_call_disposition Flag indicating whether agents can select a call Disposition when wrapping a call. enable_call_notes Flag indicating whether agents can enter notes when wrapping a call. enable_call_wrap Flag indicating whether agents have time to wrap their calls before becoming available to receive another call. external_data JSON Data added to events related to this queue. external_label Label added to events related to this queue. groups array List of Groups whose agents are agents in the ACD Queue. hold_playlist ACD Hold Playlist for the destination where an hold playlist can be linked. hold_playlist_enabled Flag indicating whether ACD Queue should use a custom hold playlist. max_attempts Maximum connection attempts per call before failing over. 0 is unlimited. max_attempts_failover_destination the maximum of attempts to reach an agent has been met. max_size Maximum of queued calls. 0 is unlimited. max_size_failover_destination the maximum of calls are waiting in the ACD Queue. max_wait_failover_destination the maximum wait time has been met. max_wait_time The of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. modified timestamp Date/time the ACD Queue was last modified.

27 _is_did Flag indicating whether the phone for the ACD Queue is a DID. pk Unique ID for the ACD Queue. priority 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. queue_ Phone for the ACD Queue. resource_uri for the ACD Queue resource. retry_time Delay time (in seconds) between attempting agents. ring_strategy 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 Route Point for the ACD Queue. screen_pop_hidden Nullable flag describing if an incoming call popup is suppressed. screen_pop_method HTTP method (0: GET, 1: POST) for screen pop requests. screen_pop_url Destination for screen pops requests. skill_based Flag indicating whether skill-based routing is used by the ACD Queue. skip_busy Flag describing if agents on non-acd calls are skipped when selected for a queue call. sla Maximum acceptable time in seconds for calls to remain queued. subtenant Subtenant associated with the ACD Queue.

28 wrap_allow_extend 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. wrap_extension_max If wrap_allow_extend is set to true, the maximum of times an agent can extend wrap time. If wrap_allow_extend is set to true, it must be greater than 0. wrap_time 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. wrap_time_extension 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 max_attempts Maximum connection attempts per call before failing over. 0 is unlimited. RETURNS 202 Successfully retrieved resource(s)

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": " T21:17:04Z", "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": " T21:17:04Z", "_is_did": false, "priority": 0, "queue_": "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 Unique ID for the ACD Queue. agent_max_attempts Maximum of times an agent will be attempted before being logged out. A value of zero is unlimited. agent_timeout Maximum time (in seconds) that an agent's phone will ring before the call is sent to a failover destination. agents array List of Users who are agents in the ACD Queue. allow_join_on_empty Flag indicating whether callers can enter the ACD Queue when no agents are logged in. announcement_playlist AcdAnnouncementPlaylist for the destination where an announcement playlist can be linked. announcement_playlist_enabled Flag indicating whether ACD Queue should use a custom announcement playlist. auto_answer Flag indicating whether calls will be answered automatically when directed to an agent. auto_record Flag indicating whether calls to this ACD Queue are automatically recorded. created timestamp Date/time the ACD Queue was created. display_name Display name for the ACD Queue. disposition_set The Disposition Set associated with the ACD Queue. ek UUID A unique ID used by the Corvisa platform. empty_queue_failover_destination Route Point for the destination where calls are sent if the ACD Queue is empty and allow_join_on_empty is set to false. enable_call_disposition Flag indicating whether agents can select a call Disposition when wrapping a call.

31 enable_call_notes Flag indicating whether agents can enter notes when wrapping a call. enable_call_wrap Flag indicating whether agents have time to wrap their calls before becoming available to receive another call. external_data JSON Data added to events related to this queue. external_label Label added to events related to this queue. groups array List of Groups whose agents are agents in the ACD Queue. hold_playlist ACD Hold Playlist for the destination where an hold playlist can be linked. hold_playlist_enabled Flag indicating whether ACD Queue should use a custom hold playlist. max_attempts Maximum connection attempts per call before failing over. 0 is unlimited. max_attempts_failover_destination the maximum of attempts to reach an agent has been met. max_size Maximum of queued calls. 0 is unlimited. max_size_failover_destination the maximum of calls are waiting in the ACD Queue. max_wait_failover_destination the maximum wait time has been met. max_wait_time The of seconds a call can remain queued before being sent to max_size_failover_destination. 0 is unlimited. modified timestamp Date/time the ACD Queue was last modified. _is_did Flag indicating whether the phone for the ACD Queue is a DID. priority The priority of this ACD Queue, used to determine which call

32 will be sent to an agent who is logged in to multiple ACD Queues at once. queue_ Phone for the ACD Queue. resource_uri for the ACD Queue resource. retry_time Delay time (in seconds) between attempting agents. ring_strategy 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 Route Point for the ACD Queue. screen_pop_hidden Nullable flag describing if an incoming call popup is suppressed. screen_pop_method HTTP method (0: GET, 1: POST) for screen pop requests. screen_pop_url Destination for screen pops requests. skill_based Flag indicating whether skill-based routing is used by the ACD Queue. skip_busy Flag describing if agents on non-acd calls are skipped when selected for a queue call. sla Maximum acceptable time in seconds for calls to remain queued. subtenant Subtenant associated with the ACD Queue. wrap_allow_extend 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. wrap_extension_max If wrap_allow_extend is set to true, the maximum 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 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. wrap_time_extension If wrap_allow_extend is set to true, the amount of time (in seconds) an agent can extend wrap time.