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Cisco Webex CCE Administration Portal API Guide Published: 2020-11-20

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Cisco Webex CCE Administration Portal API Guide ii

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Cisco Webex CCE Administration Portal API Guide iii

C O N T E N T S

About This Document 1

Overview 1

Conventions 1

Audience 1

Objective: 1

Login Services 2

Login API 2

Partner User Login API 2

Login 2 authorizeUserToTenant API 3

Customer User Login API 3

Logout API 4

Skill Services API 5

GetAllAgents API 5

GetAllAgentsForSkill API 5

GetAllAttributes API 6

GetAllPrecisionQueues API 6

GetPQByID API 7

GetSkillGroups API 7

GetSkillsForAgent API 7

SaveAgentsToSkill API 8

SaveAttributesToAgent API 8

SaveSkillGroup API 9

SaveSkillsToAgent API 9

UpdateAgentAttributes API 9

UpdatePrecisionQueue API 10

User Services API 11

CloneUser API 11

DeleteUser API 12

EnableDisableUserInICM API 12

iv Cisco Webex CCE Administration Portal API Guide

EnableDisableUserInPortal API 12

GetAccessSummaryByUser API 13

GetAllAgentDeskSettings API 13

GetAllApmProfiles API 14

GetAllBillingUnits API 14

GetAllDepartments API 14

GetAllPlatforms API 15

GetAllRoles API 15

GetAllSites API 15

GetManageableAccessCollectionsForCloneUserObjectsByCriteria API 16

GetUserByIdProgram API 16

GetUsers API 17

ResetPassword API 17

SetUserStatus API 18

UpdateUser API 18

Request Objects 19

AccessGroupTreeInfoRequest 19

AuthorizeUserToTenantRequest 19

AuthorizeUserToTenantRequest – Example 20

CloneUserRequest 20

CloneUser – Non-Contat Center User – Example 21

GetAgentsForSkillRequest 21

GetAllAgentsRequest 21

GetAllPrecisionQueuesByCriteriaRequest 21

Example 22

GetAllAttributesByCriteriaRequest 22

GetManageableAccessCollectionsForCloneUserObjectCriteriaRequest 22

Example 22

GetPQByIDRequest 23

GetSkillGroupsRequest 23

GetSkillsForAgentRequest 23

GetSkillsForAgentRequest – Example 23

GetUsersRequest 24

GetUsersRequest – Full Example 24

GetUsersRequest – Minimum Example 25

LoginRequest 25

LoginRequest – Example 25

ResetPasswordRequest 25

Cisco Webex CCE Administration Portal API Guide v

SaveAgentsToSkillRequest 26

SaveAttributesToAgentRequest 26

Example 26

SaveSkillGroupRequest 26

SaveSkillGroupRequest – Example 26

SaveSkillsToAgentRequest 26

SaveSkillsToAgentRequest – Example 27

SearchByIdRequest 27

SetUserStatusRequest 27

UpdateAgentAttributesRequest 27

UpdatePrecisionQueueRequest 27

UpdateUserInfoRequest 27

Response Objects 29

AccessGroupTreeInfoResponse 29

AuthorizeUserToTenantResponse 29

AuthorizeUserToTenantResponse – Example 30

BaseResponse 31

CloneUserResponse 31

GetAgentsForSkillResponse 31

GetAllAgentDeskSettingsResponse 32

GetAllAgentsResponse 32

GetAllApmProfilesResponse 32

GetAllAttributesResponse 32

GetAllPrecisionQueuesResponse 32

GetAllRolesResponse 32

GetAllSitesResponse 33

GetManageableAccessCollectionsForCloneUserObjectsByCriteriaResponse 33

GetPQByIDResponse 33

GetRefInfoResponse 33

GetSkillsForAgentResponse 33

GetSkillGroupsResponse 33

GetUserAgentInfoResponse 34

GetUsersResponse 34

LoginResponse 34

LoginResponse - Example 35

LogoutResponse 36

LogoutResponse – Example 36

SaveAgentsToSkillResponse 36

vi Cisco Webex CCE Administration Portal API Guide

SaveSkillGroupResponse 37

SaveSkillsToAgentResponse 37

ResetPasswordResponse 37

UpdateUserInfoResponse 37

Data Types 38

AccessCollectionsInfo 38

AccessGroupSummary 39

AgentAttributes 39

AgentInfo 39

AgentSkillInfo 39

AttributeInfo 39

BasicAgentDeskSettingsInfo 40

BasicAgentSkillInfo 40

BasicPrecisionQueueInfo 40

BasicProfileInfo 40

BasicRefInfo 41

BasicSkillGroupInfo 41

BasicUserAgentInfoMobile 41

BasicUserAgentInfo 41

BasicUserInfo 42

CollectionInfo 43

LoggedUserInfo 43

UserAgentInfo 43

PagingInfo 44

PrecisionQueueInfo 45

PrecisionQueueSteps 45

ProgramGroupInfo 45

ProgramObjectBasicInfo 45

ReferenceBean 45

SitesUserInfo 45

SimpleSkillGroupInfo 46

SkillGroupInfo 46

Term 46

API Response Constants 47

AuthorizeUserToTenant API Response Constants 47

CloneUser API Response Constants 48

DeleteUser API Response Constants 49

EnableDisableUserInICM API Response Constants 49

Cisco Webex CCE Administration Portal API Guide vii

EnableDisableUserInPortal API Response Constants 49

GetAccessSummaryByUser API Response Constants 49

GetAgentsForSkill API Response Constants 50

GetAllAgentDeskSettings API Response Constants 50

GetAllAgents API Response Constants 50

GetAllApmProfiles API Response Constants 50

GetAllAttributes API Response Constants 50

GetAllBillingUnits API Response Constants 50

GetAllDepartments API Response Constants 50

GetAllPrecisionQueues API Response Constants 50

GetAllPlatforms API Response Constants 50

GetAllRoles API Response Constants 51

GetAllSites API Response Constants 51

GetPQByID API Response Constants 51

GetSkillGroups API Response Constants 51

GetSkillsForAgent API Response Constants 51

GetUserByIdProgram API Response Constants 51

GetUsers API Response Constants 51

Login API Response Constants 51

Logout API Response Constants 52

SaveAgentsToSkill API Response Constants 52

SaveAttributesToAgent API Response Constants 52

SaveSkillGroup API Response Constants 52

SaveSkillsToAgent API Response Constants 53

SetUserStatus API Response Constants 53

UpdateAgentAttributes API Response Constants 53

UpdatePrecisionQueue API Response Constants 53

UpdateUser API Response Constants 53

Cisco Webex CCE Administration Portal API Guide 1

About This Document • Overview on page 1. • Conventions on page 1. • Audience on page 1. • Objective: on page 1.

Overview This document describes the available APIs within Webex CCE Administration Portal. It presents all User Management services, models, and related models.

Conventions This document includes the following conventions:

• Tables present data as an aid in comprehension, and to prevent confusion. • Table cells containing a dash confirm a cell has no information to display. • Font size helps to discern a reference model’s structure level, whether it is primary,

secondary, or a deeper level.

Audience The Webex CCE Administration Portal User Management API document includes only information about Java models used within the Users page of Webex CCE Administration Portal. Persons interested in working to develop and improve code for the Users page should read this document.

Objective: The objective of this document is to provide details on:

• Webex CCE Administration Portal APIs

I N T R O D U C T I O N

2 Cisco Webex CCE Administration Portal API Guide

Login Services • Login API on page 2. • Logout API on page 4.

Login API If you are a Partner, to get authenticated using your management domain user, see Partner User Login. If you are a Customer, to get authenticated using your customer domain user, see Customer Login.

Partner User Login API Authenticating Partner Users with access to more than one Tenant requires a 2-step process.

• Call the Login API • Call the authorizeUserToTenant API

When a Partner User with access to a single Tenant successfully authenticates, the user is automatically authorized to the assigned tenant.

Login Description Login API to login to Portal. The Login API is required before any other API can be called.

You must authenticate. URI https://portal01.mtn01.webexcce.com/portal/services/login/login Security Constraints

The data must be Hex64 encoded. The username format should be: @.

HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request { "username" : "...", "password" : "..." }

HTTP Response 200 -Success 500 – Internal Server Error 415 – Unsupported Exception 404 – Bad Request

Response Body LoginResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See Login API Response Constants.

C H A P T E R 1

https://portal01.mtn01.webexcce.com/portal/services/login/login


Upon successful authentication, get the Header and get the Cookie (the JSESSIONID). On all subsequent requests, you will need to set the JSESSIONID in the cookie. If the user has access to only one tenant, and upon successful, authentication, the user will be automatically authorized to the tenant and the codeMessage in the response will be USER_AUTHENTICATED_SUCCESSFULLY. If the user has access to more than one tenant, and upon successful authentication, the codeMessage in the response will be TENANT_SELECTION_REQUIRED. The response will contain the list of all the tenants that the user has access to. To complete authorizing the user to a specific tenant, you must call the authorizeUserToTenant API.

authorizeUserToTenant API Description Login API to login to Portal. The Login API is required before any other API can be called. You

must authenticate. URI https://portal01.mtn01.webexcce.com/portal/services/login/authorizeUserToTenant Security Constraints

You will need to set the JSESSIONID in the cookie.


JSON

HTTP Request { "username":"…", "idProgram":12345 }

HTTP Response 200 -Success 401 - Unauthorized 404 – Bad Request 415 – Unsupported Exception 500 – Internal Server Error

Response Body AuthorizeUserToTenantResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call was successful. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See AuthorizeUserToTenant API Response Constants. Upon successful authentication, the userToken is returned in the response. Note that the userToken should be passed in all subsequent API requests. Upon successful authentication and authorization, the Constant String: USER_AUTHENTICATED_SUCCESSFULLY.will be returned in the codeMessage field in the AuthorizeUserToTenantResponse.

Customer User Login API Description Login API to login to Portal. The Login API is required before any other API can be called.

You must authenticate URI https://portal01.mtn01.webexcce.com/portal/services/login/login Security Constraints

The data must be Hex64 encoded. The username format should be: @ You must have received your - which is a 3 char unique code. If you have not received this code, please contact your Account Manager.

HTTP Method POST

https://portal01.mtn01.webexcce.com/portal/services/login/authorizeUserToTenanthttps://portal01.mtn01.webexcce.com/portal/services/login/login


Content Type Application/json Input/Output Format

JSON

HTTP Request { "username" : "...", "password" : "..." }

Request Example:

The data must be encoded.

HTTP Response 200 -Success 500 – Internal Server Error 415 – Unsupported Exception 404 – Bad Request

Response Body LoginResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See Login API Response Constants. Upon successful authentication, get the Header and get the Cookie (the JSESSIONID). On all subsequent requests, you will need to set the JSESSIONID in the cookie. Upon successful authentication and authorization, the Constant String: USER_AUTHENTICATED_SUCCESSFULLY will be returned in the codeMessage field in the LoginResponse.

Logout API Description Logout API is to logout the user. The default idle session timeout is 30 mins. Also, after 12

hours, the system will forcefully logout users. URI https://portal01.mtn01.webexcce.com/portal/services/login/logout Security Constraints

HTTP Method GET Content Type Application/json Input/Output Format

JSON

HTTP Request None HTTP Response 200 -Success

500 – Internal Server Error 415 – Unsupported Exception 404 – Bad Request

Response Body LogoutResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See Logout API Response Constants.

https://portal01.mtn01.webexcce.com/portal/services/login/logout


Skill Services API • GetAllAgents API on page 5. • GetAllAgentsForSkill API on page 5. • GetAllAttributes API on page 6. • GetAllPrecisionQueues API on page 6. • GetPQByID API on page 7. • GetSkillGroups API on page 7. • GetSkillsForAgent API on page 7. • SaveAgentsToSkill API on page 8. • SaveAttributesToAgent API on page 8. • SaveSkillGroup API on page 9. • SaveSkillsToAgent API on page 9. • UpdateAgentAttributes API on page 9. • UpdatePrecisionQueue API on page 10.

GetAllAgents API Description GetAllAgents API gets a list of all agents and supervisors. URI https://portal01.mtn01.webexcce.com/portal/services/protected/attributes/getAllAgents HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request GetAllAgentsRequest HTTP Response 200 -Success

401 - Unauthorized 404 – Bad Request 415 – Unsupported Exception 500 – Internal Server Error

Response Body GetAllAgentsResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllAgents API Response Constants.

GetAllAgentsForSkill API Description GetAllAgentsForSkill API gets a list of all available or assigned agents for the skill group ID. URI https://portal01.mtn01.webexcce.com/portal/services/protected/quickskills/getAllAgentsForSkill HTTP Method POST

C H A P T E R 2

https://portal01.mtn01.webexcce.com/portal/services/protected/attributes/getAllAgentshttps://portal01.mtn01.webexcce.com/portal/services/protected/quickskills/getAllAgentsForSkill


Content Type Application/json Input/Output Format

JSON

HTTP Request GetAgentsForSkillRequest HTTP Response 200 -Success


Response Body GetAgentsForSkillResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAgentsForSkill API Response Constants.

GetAllAttributes API Description GetAllAttributes API gets a list of all attributes for the agent. URI https://portal01.mtn01.webexcce.com/portal/services/protected/attributes/getAllAttributes HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request GetAllAttributesB yCriteriaRequest HTTP Response 200 -Success


Response Body GetAllAttributesResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllAttributes API Response Constants.

GetAllPrecisionQueues API Description GetAllPrecisionQueues API gets a list of all Precision Queues. URI https://portal01.mtn01.webexcce.com/portal/services/protected/precisionQueues/getAllPrecisionQu

eues HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request GetAllPrecisionQueuesByCriteriaRequest HTTP Response 200 -Success


Response Body GetAllPrecisionQueuesResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded.

https://portal01.mtn01.webexcce.com/portal/services/protected/attributes/getAllAttributeshttps://portal01.mtn01.webexcce.com/portal/services/protected/precisionQueues/getAllPrecisionQueueshttps://portal01.mtn01.webexcce.com/portal/services/protected/precisionQueues/getAllPrecisionQueues


If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllPrecisionQueues API Response Constants.

GetPQByID API Description GetPQByID API gets PQ details by ID. URI https://portal01.mtn01.webexcce.com/portal/services/protected/precisionQueues/getPQByID HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request GetAllPQByIDRequest HTTP Response 200 -Success


Response Body GetPQByIDResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetlQByID API Response Constants.

GetSkillGroups API Description GetSkillGroups API gets a list of all skill groups. URI https://portal01.mtn01.webexcce.com/portal/services/protected/skills/getSkillGroups HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request GetSkillGroupsRequest HTTP Response 200 -Success


Response Body GetSkillGroupsResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetSkillGroups API Response Constants.

GetSkillsForAgent API Description GetSkillsForAgent API gets a list of available skills or assigned skills for the agent. URI https://portal01.mtn01.webexcce.com/portal/services/protected/quickskills/getSkillsForAgent HTTP Method POST Content Type Application/json Input/Output Format

JSON

https://portal01.mtn01.webexcce.com/portal/services/protected/precisionQueues/getPQByIDhttps://portal01.mtn01.webexcce.com/portal/services/protected/skills/getSkillGroupshttps://portal01.mtn01.webexcce.com/portal/services/protected/quickskills/getSkillsForAgent


HTTP Request GetSkillsForAgentRequest HTTP Response 200 -Success


Response Body GetSkillsForAgentResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetSkillsForAgent API Response Constants.

SaveAgentsToSkill API Description SaveAgentsToSkill API saves the skill group info. URI https://portal01.mtn01.webexcce.com/portal/services/protected/quickskills/saveAgentsToSkill HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SaveAgentsToSkillRequest HTTP Response 200 -Success


Response Body SaveAgentsToSkillResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See SaveAgentsToSkill API Response Constants.

SaveAttributesToAgent API Description SaveAttributesToAgent API adds attributes to the agent. URI https://portal01.mtn01.webexcce.com/portal/services/protected/attributes/saveAttributesToAgent HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SaveAttributesToAgentRequest HTTP Response 200 -Success


Response Body BaseResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See SaveAttributesToAgentAPI Response Constants.

https://portal01.mtn01.webexcce.com/portal/services/protected/quickskills/saveAgentsToSkillhttps://portal01.mtn01.webexcce.com/portal/services/protected/attributes/saveAttributesToAgent


SaveSkillGroup API Description SaveSkillGroup API saves the skill group info. URI https://portal01.mtn01.webexcce.com/portal/services/protected/skills/saveSkillGroup HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SaveSkillGroupRequest HTTP Response 200 -Success


Response Body SaveSkillGroupResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See SaveSkillGroup API Response Constants.

SaveSkillsToAgent API Description SaveSkillsToAgent API saves the skill group info. URI https://portal01.mtn01.webexcce.com/portal/services/protected/quickskills/saveSkillsToAgent HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SaveSkillsToAgentRequest HTTP Response 200 -Success


Response Body SaveSkillsToAgentResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See SaveSkillsToAgent API Response Constants.

UpdateAgentAttributes API Description UpdateAgentAttributes API deletes the attributes from the agent. URI https://portal01.mtn01.webexcce.com/portal/services/protected/attributes/updateAgentAttributes HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request UpdateAgentAttributesRequest HTTP Response 200 -Success

401 - Unauthorized 404 – Bad Request

https://portal01.mtn01.webexcce.com/portal/services/protected/skills/saveSkillGrouphttps://portal01.mtn01.webexcce.com/portal/services/protected/quickskills/saveSkillsToAgenthttps://portal01.mtn01.webexcce.com/portal/services/protected/attributes/updateAgentAttributes


415 – Unsupported Exception 500 – Internal Server Error

Response Body BaseResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See UpdateAgentAttributes API Response Constants.

UpdatePrecisionQueue API Description UpdatePrecisionQueue API saves the Precision Queue info. URI https://portal01.mtn01.webexcce.com/portal/services/protected/precisionQueues/updatePrecisionQ

ueue HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request UpdatePrecisionQueueRequest HTTP Response 200 -Success


Response Body BaseResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See UpdatePrecisionQueue API Response Constants.

https://portal01.mtn01.webexcce.com/portal/services/protected/precisionQueues/updatePrecisionQueuehttps://portal01.mtn01.webexcce.com/portal/services/protected/precisionQueues/updatePrecisionQueue


User Services API • CloneUser API on page 11. • DeleteUser API on page 12. • EnableDisableUserInICM API on page 12. • EnableDisableUserInPortal API on page 12. • GetAccessSummaryByUser API on page 13. • GetAllAgentDeskSettings API on page 13. • GetAllApmProfiles API on page 14. • GetAllBillingUnits API on page 14. • GetAllDepartments API on page 14. • GetAllPlatforms API on page 15. • GetAllRoles API on page 15. • GetAllSites API on page 15. • GetManageableAccessCollectionsForCloneUserObjectsByCriteria API on page 16. • GetUserByIdProgram API on page 16. • GetUsers API on page 17. • ResetPassword API on page 17. • SetUserStatus API on page 18. • UpdateUser API on page 18.

CloneUser API Description CloneUser API is to create new user based on an existing user and clone all the access control

settings, Skills, Agent Team, Agent Desktop Settings, Agent PQ Attributes, Location settings and Role Group Settings.

URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/cloneUser HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request CloneUserRequest HTTP Response 200 -Success


Response Body CloneUserResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See CloneUser API Response Constants.

C H A P T E R 3

https://portal01.mtn01.webexcce.com/portal/services/protected/users/cloneUser


DeleteUser API Description DeleteUser API deletes the user from all components including AD, Portal, ICM and, if Phones are

enabled, from Call Manager. Note that the delete user is a physical delete and cannot be reverted. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/deleteUser HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SearchByIdRequest HTTP Response 200 -Success


Response Body BaseResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See DeleteUser API Response Constants.

EnableDisableUserInICM API Description EnableDisableUserInICM API activates or deactivates a user in ICM which will allow/dis-allow the

agent/supervisor to login to Finesse Desktop. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/enableDisableUserInICM HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SetUserStatusRequest HTTP Response 200 -Success


Response Body BaseResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See EnableDisableUserInICM API Response Constants.

EnableDisableUserInPortal API Description EnableDisableUserInPortal API activates or deactivates a user in AD/Portal which will allow/dis-allow

the user to login to Portal. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/enableDisableUserInPortal HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SetUserStatusRequest

https://portal01.mtn01.webexcce.com/portal/services/protected/users/deleteUserhttps://portal01.mtn01.webexcce.com/portal/services/protected/users/enableDisableUserInICMhttps://portal01.mtn01.webexcce.com/portal/services/protected/users/enableDisableUserInPortal



Response Body BaseResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See EnableDisableUserInPortal API Response Constants.

GetAccessSummaryByUser API Description GetAccessSummaryByUser gets a list of all access groups, access collections and the objects to

assign to the collections for the given user. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/getAccessSummaryByUser HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request AccessGroupTreeInfoRequest HTTP Response 200 -Success


Response Body AccessGroupTreeInfoResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAccessSummaryByUser API Response Constants.

GetAllAgentDeskSettings API Description GetAllAgentDeskSettings API gets a list of all agent desk settings. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/getAllAgentDeskSettings HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request {} HTTP Response 200 -Success


Response Body GetAllAgentDeskSettingsResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllAgentDeskSettings API Response Constants.

https://portal01.mtn01.webexcce.com/portal/services/protected/users/getAccessSummaryByUserhttps://portal01.mtn01.webexcce.com/portal/services/protected/users/getAllAgentDeskSettings


GetAllApmProfiles API Description GetAllApmProfiles API gets a list of all agent properties management profiles. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/getAllApmProfiles HTTP Method POST Content Type Application/json Input/Output Format

JSON



Response Body GetAllApmProfilesResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllApmProfiles API Response Constants.

GetAllBillingUnits API Description GetAllBillingUnits API gets a list of all billing units. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/getAllBillingUnits HTTP Method POST Content Type Application/json Input/Output Format

JSON



Response Body GetRefInfoResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllBillingUnits API Response Constants.

GetAllDepartments API Description GetAllDepartments API gets a list of all departments. URI https://portal01.mtn01.webexcce.com/portal/services/protected/departments/getAllDepartments HTTP Method POST Content Type Application/json Input/Output Format

JSON


401 - Unauthorized 404 – Bad Request

https://portal01.mtn01.webexcce.com/portal/services/protected/users/getAllApmProfileshttps://portal01.mtn01.webexcce.com/portal/services/protected/users/getAllBillingUnitshttps://portal01.mtn01.webexcce.com/portal/services/protected/departments/getAllDepartments


415 – Unsupported Exception 500 – Internal Server Error

Response Body GetRefInfoResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllDepartments API Response Constants.

GetAllPlatforms API Description GetAllPlatforms API gets a list of all platforms (or peripherals) that the currently logged in user has

access to. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/getAllPlatforms HTTP Method POST Content Type Application/json Input/Output Format

JSON



Response Body GetRefInfoResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllPlatforms API Response Constants.

GetAllRoles API Description GetAllRoles API gets a list of all role groups. URI https://portal01.mtn01.webexcce.com/portal/services/protected/roles/getAllRoles HTTP Method POST Content Type Application/json Input/Output Format

JSON



Response Body GetAllRolesResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllRoles API Response Constants.

GetAllSites API

https://portal01.mtn01.webexcce.com/portal/services/protected/users/getAllPlatformshttps://portal01.mtn01.webexcce.com/portal/services/protected/roles/getAllRoles


Description GetAllSites API gets a list of all sites that the currently logged in user has access to. URI https://portal01.mtn01.webexcce.com/portal/services/protected/sites/getAllSites HTTP Method POST Content Type Application/json Input/Output Format

JSON



Response Body GetAllSitesResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetAllSites API Response Constants

GetManageableAccessCollectionsForCloneUserObjectsByCriteria API

Description GetManageableAccessCollectionsForCloneUserObjectsByCriteria API retrieves all the user and agent collections that the currently logged in user has manage access to. Also, it checks the collections that the source user is a member of those collections and pre-selected. If the source is a member of a collection and that the currently logged in user does not have manage access, then mark it with disabled.

URI https://portal01.mtn01.webexcce.com/portal/services/protected/access/getManageableAccessCollectionsForCloneUserObjectsByCriteria


JSON

HTTP Request SearchByIdRequest HTTP Response 200 -Success


Response Body GetManageableAccessCollectionsForCloneUserObjectsByCriteriaResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed.

GetUserByIdProgram API Description GetUserByIdProgram API retrieves the user info by ID. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/getUserByIdProgram HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SearchByIdRequest

https://portal01.mtn01.webexcce.com/portal/services/protected/sites/getAllSiteshttps://portal01.mtn01.webexcce.com/portal/services/protected/access/getManageableAccessCollectionsForCloneUserObjectsByCriteriahttps://portal01.mtn01.webexcce.com/portal/services/protected/access/getManageableAccessCollectionsForCloneUserObjectsByCriteriahttps://portal01.mtn01.webexcce.com/portal/services/protected/users/getUserByIdProgram



Response Body GetUserAgentInfoResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetUserByIdProgram API Response Constants.

GetUsers API Description GetUsers API gets a list of all users that the currently logged in user has access to. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/getUsers HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request GetUsersRequest HTTP Response 200 -Success


Response Body GetUsersResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See GetUsers API Response Constants.

ResetPassword API Description ResetPassword API resets the user’s AD password and/or ICM password. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/resetPassword HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request ResetPasswordRequest HTTP Response 200 -Success


Response Body ResetPasswordResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded.

https://portal01.mtn01.webexcce.com/portal/services/protected/users/getUsershttps://portal01.mtn01.webexcce.com/portal/services/protected/users/resetPassword


If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See ResetPassword API Response Constants.

SetUserStatus API Description SetUserStatus API sets the user status in AD, ICM and Portal. URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/setUserStatus HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request SetUserStatusRequest HTTP Response 200 -Success


Response Body BaseResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See SetUserStatus API Response Constants.

UpdateUser API Description UpdateUser API updates the existing user, agent, or supervisor. Before calling this API, call the

GetUserByIdProgram API to retrieve the existing data for the user, and then make call to this UpdateUser API with the updated info to update the user info.

URI https://portal01.mtn01.webexcce.com/portal/services/protected/users/updateUser HTTP Method POST Content Type Application/json Input/Output Format

JSON

HTTP Request UpdateUserInfoRequest HTTP Response 200 -Success


Response Body UpdateUserInfoResponse You must parse the response body and check the value for the field: code If the code equals 0, the API call succeeded. If the code equals -1, the API call failed. The codeMessage is a string constant and can give more specific details on the response. See UpdateUser API Response Constants.

https://portal01.mtn01.webexcce.com/portal/services/protected/users/setUserStatushttps://portal01.mtn01.webexcce.com/portal/services/protected/users/updateUser


Request Objects • AccessGroupTreeInfoRequest on page 19. • AuthorizeUserToTenantResponse on page 19. • CloneUserRequest on page 20. • GetAgentsForSkillRequest on page 21. • GetAllAgentsRequest on page 21. • GetAllPrecisionQueuesByCriteriaRequest on page 21. • GetAllAttributesByCriteriaRequest on page 22. • GetManageableAccessCollectionsForCloneUserObjectCriteriaRequest on page 22. • GetPQByIDRequest on page 23. • GetSkillGroupsRequest on page 23. • GetSkillsForAgentRequest on page 23. • GetSkillsForAgentRequest – Example on page 23. • GetUsersRequest on page 24. • LoginRequest on page 25. • ResetPasswordRequest on page 25. • SaveAgentsToSkillRequest on page 26. • SaveAttributesToAgentRequest on page 26. • Example on page 26. • SaveSkillGroupRequest on page 26. • SaveSkillGroupRequest – Example on page 26. • SaveSkillsToAgentRequest on page 26. • SaveSkillsToAgentRequest – Example on page 27. • SearchByIdRequest on page 27s. • SetUserStatusRequest on page 27. • UpdateAgentAttributesRequest on page 27. • UpdatePrecisionQueueRequest on page 27. • UpdateUserInfoRequest on page 27.

AccessGroupTreeInfoRequest Name Data Type Remarks idProgramUser number Properties inherited from BaseRequest authToken string

AuthorizeUserToTenantRequest Name Data Type Remarks Username string idProgram number Properties inherited from BaseRequest Properties inherited from BaseRequest

C H A P T E R 4


authToken string

AuthorizeUserToTenantRequest – Example { "username" : "...", "idProgram" : 12345, "authToken" : "..." }

CloneUserRequest Name Data Type Remarks cloneUserIdAgentDeskSettings number Pass null, if you want the new user to copy the same Agent Desk

Settings as the source user. reUseADUser boolean Default: false. programPrefix string srcIdUser integer idUser of the source user. You can pass null if you want the search

source user based on the source username instead of source idUser.

cloneUserIdProgramDepartment integer Pass null, if you want the new user to copy the same Agent Desk Settings as the source user.

selectedAgentCollectionIds array of integer Applicable for Agent or Supervisors only. selectedUserCollectionIds array of integer cloneUserEmail string It is s required, if the email slider is turned on. cloneUserAgentTeamID integer Pass null, if you want the new user to add the agent/supervisor to

the same Agent Team as source user belongs to. reUseAgentId boolean Default: false. cloneUserIdProfile number Pass the source user’s idProfile. cloneUserFirstNm string New user’s First Name. cloneUserPassword string cloneUserProgramBillUnitNm string Pass null, if you want the new user to be added to the same Billing

Unit as the source user. cloneUserAgentId string This is required, if the source user is Agent or Supervisor. domain string null. cloneUserIdProgramSite integer Pass null, if you want the new user to be added to the same Site as

the source user. idProgramUser integer Not applicable. Pass null. cloneUserIdProgramBillUnit integer Pass null, if you want the new user to be added to the same Billing

Unit as the source user. cloneUserProgramSiteNm string Pass null, if you want the new user to be added to the same Site as

the source user. loginNm string Not Applicable, pass null. cloneUserPhoneNumber string Required. srcUserName string You can use either srcIdUser or srcUserName to specify the source

user. cloneUserLoginNm string Required. cloneUserProgramDepartmentNm string Pass null, if you want the new user to copy the same Agent Desk

Settings as the source user. cloneUserIdProgramGroup integer Pass null, if you want the new user to have the same role group as

the source user. If the source user is User Defined Role Group but say you want the new user to set Standard Role Group, then pass -1.

cloneAgentDescription string cloneUserLastNm string


cloneUserTypeCode string Pass null, if you want the new user to be same user type as the source user.

idProgram integer Pass null. ssoEnabledUser boolean cloneAgentEnterpriseName string authToken string

CloneUser – Non-Contat Center User – Example { "cloneUserEmail": "…@...", "cloneUserFirstNm": "…", "cloneUserLastNm": "…", "cloneUserLoginNm": "…", "cloneUserPassword": "…", "cloneUserPhoneNumber": "12345", "cloneUserIdProfile":12345, "selectedUserCollectionIds": [12345, 12346], "srcUserName": “…”, "skipUnityUser": "true" }

GetAgentsForSkillRequest Name Data Type Remarks skillTargetId int platformId int Assigned Boolean 1 – to get assigned agents with the skill group 0 – to get

available agents for assignment searchTerm String searchColumn String searching Boolean getBaseObjectInfoOnly boolean filterByStatus Char A – To retrieve only active users.

D – To retrieve only de-activated users. B – To retrieve both active/de-activated users Default-null – To retrieve all users

pageSize Number To retrieve all collections with no pagination, send pageSize=0.

pageNumber Number sortBy array of string Direction String DESC – to sort in descending.

Default: ASC.

authToken String

GetAllAgentsRequest Name Data Type Remarks platformId Integer Pass null to retrieve all agents from all platforms filterByUserType array of string

GetAllPrecisionQueuesByCriteriaRequest Name Data Type Remarks


colModel Array of String colName array of string gridName String pageSize Number pageNumber Number sortBy array of string Direction String DESC – to sort in descending.

Default: ASC.

authToken String

Example { "pageSize":"0", "pageNumber":1, }

GetAllAttributesByCriteriaRequest Name Data Type Remarks colModel Array of String colName array of string gridName String pageSize Number pageNumber Number sortBy array of string Direction String DESC – to sort in descending.

Default: ASC.

authToken String

GetManageableAccessCollectionsForCloneUserObjectCriteriaRequest

Name Data Type Remarks idProgramUserToClone Number Required. colModel array of string colNames array of string gridName String pageSize Number To retrieve all collections with no pagination, send

pageSize=0. pageNumber Number sortBy array of string Direction String DESC – to sort in descending.

Default: ASC.

authToken String

Example { "pageSize":"0", "pageNumber":1, "idProgramUserToClone": 300100


}

GetPQByIDRequest Name Data Type Remarks Id Integer Required.

GetSkillGroupsRequest Name Data Type Remarks skillTargetId int peripheralId int peripheralName String Description String enterpriseName String transferNumber String getBaseObjectInfoOnly boolean skillChangeId Integer pageSize Number To retrieve all collections with no pagination, send


Default: ASC.

authToken String

GetSkillsForAgentRequest Name Data Type Remarks Assigned boolean 1 – to get list of skills assigned to the agent; 0 – to get list of

available skills. searchTerm String Search is only one name and description. Searching boolean getBaseObjectInfoOnly boolean skillTargetId int idProgramUser int platformId Int pageSize Number To retrieve all collections with no pagination, send


Default: ASC.

authToken String

GetSkillsForAgentRequest – Example { "pageNumber":0, "pageSize":99999, "direction":"ASC", "sortBy":[],


"assigned":false, "searchTerm":"", "searching":false, "getBaseObjectInfoOnly":true, "platformId":5000004, "idProgramUser":300118 }

GetUsersRequest Name Data Type Remarks getUcmUsersOnly Boolean Applicable only if the Phone Management is enabled from

Portal. Default=false.

platformId Number Optional. searchColumn String The search can be performed on the following fields:

loginNm FirstNm LastNm AgentID (aka PeripheralNumber) Platform (aka PeripheralID) AgentTeamNm Phone All – All of the above columns.

filterByStatus Object A – To retrieve only active users. D – To retrieve only de-activated users. Default-null – To retrieve all users.

filterByUserType array of string A – Agents. S – Supervisors. NC – Non-Contact Center Users. Default: null – to retrieve all user types.

searchTerm string Combine this with searchColumn. Searching boolean Default: false. getMobileUserInfoOnly boolean Default: false.

Sending true will impact the response. The response will contain only BasicUserAgentInfoMobile.

getBaseObjectInfoOnly boolean Default=false. colModel array of string colNames array of string gridName string pageSize number To retrieve all users with no pagination, send pageSize=0. pageNumber number sortBy array of string Direction string DESC – to sort in descending.

Default: ASC.

authToken string

GetUsersRequest – Full Example { "getUcmUsersOnly" : false, "getUcmNoPrimaryUsersOnly" : false,


"platformId" : 12345, "searchColumn" : "...", "cmClusterId" : 12345, "filterByStatus" : { }, "filterByUserType" : [ "...", "..." ], "searchTerm" : "...", "searching" : true, "getMobileUserInfoOnly" : true, "primaryIdPhone" : 12345, "getBaseObjectInfoOnly" : true, "colModel" : [ "...", "..." ], "colNames" : [ "...", "..." ], "gridName" : "...", "pageSize" : 12345, "pageNumber" : 12345, "sortBy" : [ "...", "..." ], "direction" : "...", "authToken" : "..." }

GetUsersRequest – Minimum Example { "pageSize":"0", "pageNumber":1, "filterByUserType": ["S", "A", "NC"] }

LoginRequest

Name Data Type Remarks Username String Password String

LoginRequest – Example Example { "username" : "...", "password" : "..." }

ResetPasswordRequest Name Data Type Remarks changeICMPassword boolean newPassword string changePwdAtNextLogon boolean changePortalPassword boolean userName String newICMPassword String Properties inherited from BaseRequest authToken String


SaveAgentsToSkillRequest Name Data Type Remarks peripheralID Integer addedAgentIds Array of Integer removedAgentIds Array of Integer skillGroupSkillTargetId Integer Skill group Skill Target ID.

SaveAttributesToAgentRequest Name Data Type Remarks agentIds Array of String attributeInfo Array of AttributeInfo

Example { "agentsIds":["5547"], "attributesInfo":[{"id":5121, "name":"123Regression", "description":null, "dataType":"4", "dataTypeString":"Proficiency", "defaultValue":"5", "changeStamp":0, "refURL":"/unifiedconfig/config/attribute/5121", "allowedToEdit":true }] }

SaveSkillGroupRequest Name Data Type Remarks peripheralID Number skillGroupPeripheralName String Skill Group Peripheral Name. skillGroupDescription String Skill Group Description. skillGroupSkillTargetId Integer Skill Group Skill Target ID. serviceLevelThreshold Integer Properties inherited from BaseRequest authToken string

SaveSkillGroupRequest – Example {"peripheralID":5000004, "skillGroupPeripheralName":"Whisper_Test", "skillGroupDescription":"Whisper_Test", "skillGroupSkillTargetId":5709004, "serviceLevelThreshold":-1 }

SaveSkillsToAgentRequest


Name Data Type Remarks peripheralID Integer addedSkillGroupSkillTargetIds Array of Integer removedSkillGroupSkillTargetIds Array of Integer agentSkillTargetId Integer Agent Skill Target ID. agentIdProgramUser Integer

SaveSkillsToAgentRequest – Example { "peripheralID":5000004, "addedSkillGroupSkillTargetIds":[5908004], "removedSkillGroupSkillTargetIds":[5556004], "agentIdProgramUser":300118 }

SearchByIdRequest Name Data Type Remarks searchId Number basicInfoOnly Boolean Not in use.

SetUserStatusRequest

Name Data Type Description Enabled Boolean idUser int idProgramUser int loginNm String authToken String

UpdateAgentAttributesRequest

Name Data Type Description agentId String attributeId String

UpdatePrecisionQueueRequest

Name Data Type Description precisionQueue PrecisionQueueInfo

UpdateUserInfoRequest

Name Data Type Description basicUserInfo BasicUserInfo reuseAgentId boolean skipUnityUser boolean


Properties inherited from BaseRequest authToken string


Response Objects • AccessGroupTreeInfoResponse on page 29. • AuthorizeUserToTenantResponse on page 29. • BaseResponse on page 31. • CloneUserResponse on page 31. • GetAgentsForSkillResponse on page 31. • GetAllAgentDeskSettingsResponse on page 32. • GetAllAgentsResponse on page 32. • GetAllApmProfilesResponse on page 32. • GetAllAttributesResponse on page 32. • GetAllPrecisionQueuesResponse on page 32. • GetAllRolesResponse on page 32. • GetAllSitesResponse on page 33. • GetManageableAccessCollectionsForCloneUserObjectsByCriteriaResponse on page 33. • GetPQByIDResponse on page 33. • GetRefInfoResponse on page 33. • GetSkillsForAgentResponse on page 33. • GetSkillGroupsResponse on page 33. • GetUserAgentInfoResponse on page 34. • GetUsersResponse on page 34. • LoginResponse on page 34. • LogoutResponse on page 36. • SaveAgentsToSkillResponse on page 36. • SaveSkillGroupResponse on page 37. • SaveSkillsToAgentResponse on page 37. • ResetPasswordResponse on page 37. • UpdateUserInfoResponse on page 37.

AccessGroupTreeInfoResponse Name Data Type Remarks listAccessGroupSummary array of AccessGroupSummary Properties inherited from BaseResponse errorMessage String codeMessage String Code Number freeTextResponse String

AuthorizeUserToTenantResponse Name Data Type Remarks

C H A P T E R 5


accessRolesMap map of boolean idProgram number ssoLoggedUser boolean emailEnabled boolean maxAllowedConnectionsToTenant number deploymentType string ssoType number programUserRolesMap map of boolean userDomain string enableUsage boolean adReadOnlyEnabled boolean ssoEnabled boolean ucceVersion string feedbackFeaturesEnabledMap map of boolean sacNotificationsEnabled boolean userToken string loginExpiryMessage string schedulesNotificationEnabled boolean applicationCodesEnabled array of string icmSSOMode number loginExpiring boolean loginExpiryDays number loggedUserInfo LoggedUserInfo iptEnabled boolean internal boolean programPrefix string idProgramUser number icmUserNmFormat number errorMessage string codeMessage string code number

freeTextResponse string

AuthorizeUserToTenantResponse – Example { "accessRolesMap" : { "property1" : true, "property2" : true }, "idProgram" : 12345, "ssoLoggedUser" : true, "emailEnabled" : true, "maxAllowedConnectionsToTenant" : 12345, "deploymentType" : "...", "ssoType" : 12345, "programUserRolesMap" : { "property1" : true, "property2" : true }, "userDomain" : "...", "enableUsage" : true, "adReadOnlyEnabled" : true, "ssoEnabled" : true, "ucceVersion" : "...",


"feedbackFeaturesEnabledMap" : { "property1" : true, "property2" : true }, "sacNotificationsEnabled" : true, "userToken" : "...", "loginExpiryMessage" : "...", "schedulesNotificationEnabled" : true, "applicationCodesEnabled" : [ "...", "..." ], "icmSSOMode" : 12345, "loginExpiring" : true, "loginExpiryDays" : 12345, "loggedUserInfo" : { "userEmail" : "...", "firstName" : "...", "firstPartOfUserName" : "...", "userTypeLevel" : "...", "internalUser" : true, "userTypeCode" : "...", "programPrefix" : "...", "lastName" : "...", "username" : "..." }, "iptEnabled" : true, "internal" : true, "programPrefix" : "...", "idProgramUser" : 12345, "icmUserNmFormat" : 12345, "errorMessage" : "...", "codeMessage" : "...", "code" : 12345, "freeTextResponse" : "..." }

BaseResponse Name Data Type Remarks codeMessage string Code Int errorMessage String freeTextResponse String

CloneUserResponse Name Data Type Remarks codeMessage string basicUserAgentInfo BasicUserAgentInfo code Int errorMessage string

GetAgentsForSkillResponse Name Data Type Remarks


agentSkillInfoList array of AgentSkillInfo basicAgentSkillInfoList Array of BasicAgentSkillInfo Code Int codeMessage String pagingInfo PagingInfo

GetAllAgentDeskSettingsResponse Name Data Type Remarks basicAgentDeskSettingsInfoList array of BasicAgentDeskSettingsInfo Code Int codeMessage String pagingInfo PagingInfo

GetAllAgentsResponse Name Data Type Remarks agents array of AgentInfo Code Int codeMessage String pagingInfo PagingInfo

GetAllApmProfilesResponse Name Data Type Remarks basicProfileInfoList array of BasicProfileInfo Code Number codeMessage String pagingInfo PagingInfo

GetAllAttributesResponse Name Data Type Remarks Aatributes array of AttributeInfo Code Int codeMessage String pagingInfo PagingInfo

GetAllPrecisionQueuesResponse Name Data Type Remarks precisionQueues array of BasicPrecisionQueueInfo Code Number codeMessage String pagingInfo PagingInfo

GetAllRolesResponse Name Data Type Remarks siteInfoList array of ProgramGroupInfo Code Number codeMessage String pagingInfo PagingInfo


GetAllSitesResponse Name Data Type Remarks siteInfoList array of SitesUserInfo Code Number codeMessage String pagingInfo PagingInfo

GetManageableAccessCollectionsForCloneUserObjectsByCriteriaResponse

Name Data Type Remarks accessibleUserCollectionNotSelectedList array of AccessCollectionsInfo accessibleUserCollectionSelectedList array of AccessCollectionsInfo accessibleAgentCollectionNotSelectedList array of AccessCollectionsInfo accessibleAgentCollectionSelectedList array of AccessCollectionsInfo Code Number codeMessage String pagingInfo PagingInfo

GetPQByIDResponse

Name Data Type Remarks precisionQueueInfo PrecisionQueueInfo Code Number codeMessage String

GetRefInfoResponse Name Data Type Remarks pagingInfo PagingInfo basicRefInfo array of BasicRefInfo Properties inherited from BaseResponse errorMessage String codeMessage String Code Number freeTextResponse String

GetSkillsForAgentResponse Name Data Type Remarks simpleSkillGroupList array of SimplekillGroupInfo basicSkillGroupList Array of BasicSkillGroupInfo skillGroupList array of SkillGroupInfo Code Number codeMessage String pagingInfo PagingInfo

GetSkillGroupsResponse Name Data Type Remarks


skillGroupList array of SkillGroupInfo basicSkillGroupList Array of BasicSkillGroupInfo Code Number codeMessage String pagingInfo PagingInfo

GetUserAgentInfoResponse Name Data Type Remarks userAgentInfoList array of UserAgentInfo Code Number codeMessage string pagingInfo PagingInfo

GetUsersResponse Name Data Type Remarks

userMobileAgentInfoList array of BasicUserAgentInfoMobile Will be returned only if getMobileUserInfo is true in the request. Default: false.

basicUserAgentInfoList array of BasicUserAgentInfo Will be returned only if getBasicUserAgentInfo is true in the request. Default: false.

userAgentInfoList array of UserAgentInfo Will be returned only if both getMobileUserInfo = false and getBasicUserAgentInfo = false in the request.

Code Number

codeMessage String

pagingInfo PagingInfo

LoginResponse

Name Data Type Remarks

applicationCodesEnabled array of string

loggedUserInfo LoggedUserInfo

ucceVersion String

schedulesNotificationEnabled Boolean

deploymentType String

loginExpiryMessage String

userDomain String

accessRolesMap map of boolean

emailEnabled Boolean

adReadOnlyEnabled Boolean

feedbackFeaturesEnabledMap map of boolean

accessibleTenantsList array of BasicTenantInfo


Name Data Type Remarks

iptEnabled boolean

userToken string

loginExpiring boolean

idProgram number

maxAllowedConnectionsToTenant number

ssoEnabled boolean

icmUserNmFormat number

programUserRolesMap map of boolean

enableUsage boolean

programPrefix string

icmSSOMode number

sacNotificationsEnabled boolean

ssoType number

loginExpiryDays number

idProgramUser number

deploymentType String

errorMessage String

codeMessage String

Code Int

freeTextResponse String

LoginResponse - Example { "applicationCodesEnabled" : [ "...", "..." ], "loggedUserInfo" : { "userEmail" : "...", "firstName" : "...", "firstPartOfUserName" : "...", "userTypeLevel" : "...", "internalUser" : true, "userTypeCode" : "...", "programPrefix" : "...", "lastName" : "...", "username" : "..." }, "ucceVersion" : "...", "schedulesNotificationEnabled" : true, "deploymentType" : "...", "loginExpiryMessage" : "...", "userDomain" : "...", "accessRolesMap" : { "property1" : true, "property2" : true }, "emailEnabled" : true,


"adReadOnlyEnabled" : true, "feedbackFeaturesEnabledMap" : { "property1" : true, "property2" : true }, "accessibleTenantsList" : [ { "programPrefix" : "...", "programNm" : "...", "idProgram" : 12345 }, { "programPrefix" : "...", "programNm" : "...", "idProgram" : 12345 } ], "iptEnabled" : true, "userToken" : "...", "loginExpiring" : true, "idProgram" : 12345, "maxAllowedConnectionsToTenant" : 12345, "ssoEnabled" : true, "icmUserNmFormat" : 12345, "programUserRolesMap" : { "property1" : true, "property2" : true }, "enableUsage" : true, "programPrefix" : "...", "icmSSOMode" : 12345, "sacNotificationsEnabled" : true, "ssoType" : 12345, "loginExpiryDays" : 12345, "idProgramUser" : 12345, "errorMessage" : "...", "codeMessage" : "...", "code" : 12345, "freeTextResponse" : "..." }

LogoutResponse LogoutResponse – Example

{ "codeMessage" : "...", "code" : 12345 }

SaveAgentsToSkillResponse Name Data Type Remarks basicSkillGroupInfo BasicSkillGroupInfo codeMessage string Code number


SaveSkillGroupResponse Name Data Type Remarks Properties inherited from BaseResponse errorMessage string codeMessage string Code number freeTextResponse string skillGroupInfo SkillGroupInfo

SaveSkillsToAgentResponse Name Data Type Remarks Properties inherited from BaseResponse errorMessage string codeMessage string Code number freeTextResponse string

ResetPasswordResponse Name Data Type Remarks codeMessage string Code number

UpdateUserInfoResponse Name Data Type Remarks basicUserInfo BasicUserInfo Properties inherited from BaseResponse errorMessage string codeMessage string Code number freeTextResponse string


Data Types • AccessCollectionsInfo on page 38. • AccessGroupSummary on page 39. • AgentAttributes on page 39. • AgentInfo on page 39. • AgentSkillInfo on page 39. • AttributeInfo on page 39. • BasicAgentDeskSettingsInfo on page 40. • BasicAgentSkillInfo on page 40. • BasicPrecisionQueueInfo on page 40. • BasicProfileInfo on page 40. • BasicRefInfo on page 41. • BasicSkillGroupInfo on page 41. • BasicUserAgentInfoMobile on page 41. • BasicUserAgentInfo on page 41. • BasicUserInfo on page 42. • CollectionInfo on page 43. • LoggedUserInfo on page 43. • UserAgentInfo on page 43. • PagingInfo on page 44. • PrecisionQueueInfo on page 45. • PrecisionQueueSteps on page 45. • ProgramGroupInfo on page 45. • ProgramObjectBasicInfo on page 45. • ReferenceBean on page 45. • SitesUserInfo on page 45. • SimpleSkillGroupInfo on page 46. • SkillGroupInfo on page 46. • Term on page 46.

AccessCollectionsInfo

Name Data Type Remarks idObjectType number objectTypeNm string idProgramCollection number programCollectionNm string programCollectionDesc string idProgram number idProgramUser number idCollectionType number

C H A P T E R 6


collectionTypeNm string collectionTypeDesc string Selected boolean manageAccessCollection boolean systemManaged boolean totalAssignedObjects number totalAssignedUsers number totalAssignedGroups number

AccessGroupSummary Name Data Type Remarks listCollectionInfo array of CollectionInfo accessGroupName String

AgentAttributes Name Data Type Remarks description String attributeValue String Attribute ReferenceBean

AgentInfo Name Data Type Remarks attributes array of AgentAttributes

AgentSkillInfo Name Data Type Remarks idRow Long primaryFlag Boolean personId int supervisorAgent char agentDesc String idProgram Int idSourceSystem long agentEnterpriseNm String skillTargetId Integer Skill group Skill Target ID skillGroupName String skillGroupDesc String transferNumber Integer idProfile Integer phone String idUserType Integer userTypeNm String userTypeLevel Short userTypeCode String originalId Integer intUIAgentID Long Peripheral Number Properties inherited from BasicAgentSkillInfo

AttributeInfo


Name Data Type Remarks Id Int Name string Description String datatype String defaultValue String changeStamp Integer refURL String allowedToEdit boolean

BasicAgentDeskSettingsInfo Name Data Type Remarks agentDeskSettingsId number enterpriseName string

BasicAgentSkillInfo Name Data Type Remarks agentId int platformId Integer idProgramUser Integer status boolean idUser Integer firstNm String lastNm String username String uiAgentId String isAllowedToEdit boolean platformName String totalAssignedSkills Int

BasicPrecisionQueueInfo Name Data Type Remarks Id Integer changeStamp Integer Description string Name String agentCount Int agentOrdering Int callOrdering Int serviceLevelThreshold Long serviceLevelType Int agentOrderingString String serviceLevelTypeString String allowedToEdit boolean

BasicProfileInfo Name Data Type Remarks idProfile number profileNm string profileDesc string


allowedToEdit boolean systemManaged boolean totalAssignedUsers number

BasicRefInfo Name Data Type Remarks Code string Id number Name string allowedToEdit boolean Description string

BasicSkillGroupInfo Name Data Type Remarks skillTargetId Int peripheralId Int platformName String peripheralName String isAllowedToEdit boolean enterpriseName String totalAssignedUsers Int Selected boolean mediaRoutingDomainName String skillName String

BasicUserAgentInfoMobile Name Data Type Remarks idUcmEndUser number loginNm string uiAgentID string contactCenterUserStatusNm string agentTeamNm string idProgramUser number internalUser boolean platformId number lastStatusChangedDateTime number lastNm string sourceIdProgramUser number ssoEnabledUser boolean cmClusterId number Status boolean allowedToEdit boolean firstNm string idContactCenterUserStatus number

BasicUserAgentInfo Name Data Type Remarks idProgramBillUnit number firstNm string


idProgramGroup number cmClusterId number idProgramUser number primaryIdPhone number unityPhoneLine string Phone string idUser number Email string sourceIdProgramUser number loginNm string lastNm string totalAssignedSkills number platformId number idUcmEndUser number ssoEnabledUser boolean allowedToEdit boolean agentDeskSettingsID number idProfile number idProgramUnityUser number manager boolean internalUser boolean contactCenterUserStatusNm string icmStatus boolean uiAgentID string agentTeamId number idProgramSite number userTypeLevel number lastStatusChangedDateTime number peripheralNumber string Status boolean agentId number idProgramDepartment number createDateStr string allowedToManageObjectsInCollection

boolean

allowedToEdit boolean totalElements number totalPages number allowedToEditCollection boolean accessTypeNm string allowedToAssignUsersOrGroupsToCollection

boolean

accessTypeCode string

BasicUserInfo Name Data Type Remarks agentDeskSettingsID number Phone string idProgramDepartment number agentDescription string ssoEnabledUser boolean platformId number supervisorAgent string Y or N. agentEnterpriseName string


idProgramSite number agentTeamId number idProgramBillUnit number idUser number loginNm string firstNm string idProgramUser number userTypeCode string manager boolean idProgramGroup number lastNm string status boolean idContactCenterUserStatus number idProfile number createDateStr string Email string agentId string agentSkillTargetId number

CollectionInfo Name Data Type Remarks listProgramObjectBasicInfo array of

ProgramObjectBasicInfo

collectionName string

LoggedUserInfo Name Data Type Remarks userEmail string firstName string firstPartOfUserName string userTypeLevel string internalUser boolean userTypeCode string programPrefix string lastName string Username string

UserAgentInfo Name Data Type Remarks idProgram number agentTeamDesc string ssoEnabledUser boolean idUserType number agentDescription string userTypeCode string Platform string supervisorAgent string cmClusterId number personId number agentTeam string


agentEnterpriseName string agentTeamNm string idContactCenterUserStatus number teamPrimary boolean intUIAgentID number priSupervisorSkillTargetID number userTypeNm string primaryFlag boolean idSourceSystem number idProgramBillUnit number firstNm string idProgramGroup number cmClusterId number idProgramUser number primaryIdPhone number unityPhoneLine string phone string idUser number email string sourceIdProgramUser number loginNm string lastNm string totalAssignedSkills number platformId number idUcmEndUser number ssoEnabledUser boolean allowedToEdit boolean agentDeskSettingsID number idProfile number idProgramUnityUser number manager boolean internalUser boolean contactCenterUserStatusNm string icmStatus boolean uiAgentID string agentTeamId number idProgramSite number userTypeLevel number lastStatusChangedDateTime number peripheralNumber string status boolean agentId number idProgramDepartment number createDateStr string allowedToManageObjectsInCollection boolean allowedToEdit boolean totalElements number totalPages number allowedToEditCollection boolean accessTypeNm string allowedToAssignUsersOrGroupsToCollection boolean accessTypeCode string

PagingInfo


Name Data Type Remarks totalPages number totalElements number

PrecisionQueueInfo Name Data Type Remarks

Steps Array of PrecisionQueueSteps

PrecisionQueueSteps Name Data Type Remarks terms Array of Term waitTime Int agentCount Int considerIf String

ProgramGroupInfo Name Data Type Remarks idProgramGroup number idProgram number programGroupNm string programGroupDesc string Deleted boolean systemManaged boolean idGroupType number groupTypeCode string totalAssignedUsers number totalAssignedFeatures number

ProgramObjectBasicInfo Name Data Type Remarks objectNm string objectKeyString1 string objectTypeNm string idProgramObject number

ReferenceBean Name Data Type Remarks refURL String Name String

SitesUserInfo Name Data Type Remarks idProgramSite number idProgram number programSiteNm string programSiteDesc string programSiteAddr1 string


programSiteAddr2 string programSiteCity string programSiteState string programSiteZip string systemManaged boolean isInternal boolean allowedToEdit boolean

SimpleSkillGroupInfo Name Data Type Remarks skillTargetId Integer isAllowedToEdit boolean Selected Boolean skillName String peripheralName String enterpriseName String

SkillGroupInfo Name Data Type Remarks idSourceSysteml long idProgram int peripheralNumber int description String serviceLevelThreshold int originalId int transferNumber String uwfSkillId String skillType String

Term Name Data Type Remarks attribute AttributeInfo attributeRelation Int parenCount Int termRelation Int termRelationString String attributeRelationString String value1 String


API Response Constants • AuthorizeUserToTenant API Response Constants on page 47. • CloneUser API Response Constants on page 48. • DeleteUser API Response Constants on page 49. • EnableDisableUserInICM API Response Constants on page 49. • EnableDisableUserInPortal API Response Constants on page 49. • GetAccessSummaryByUser API Response Constants on page 49. • GetAgentsForSkill API Response Constants on page 50. • GetAllAgentDeskSettings API Response Constants on page 50. • GetAllAgents API Response Constants on page 50. • GetAllApmProfiles API Response Constants on page 50. • GetAllAttributes API Response Constants on page 50. • GetAllBillingUnits API Response Constants on page 50. • GetAllDepartments API Response Constants on page 50. • GetAllPrecisionQueues API Response Constants on page 50. • GetAllPlatforms API Response Constants on page 50. • GetAllRoles API Response Constants on page 51. • GetAllSites API Response Constants on page 51. • GetPQByID API Response Constants on page 51. • GetSkillGroups API Response Constants on page 51. • GetSkillsForAgent API Response Constants on page 51. • GetUserByIdProgram API Response Constants on page 51. • GetUsers API Response Constants on page 51. • Login API Response Constants on page 51. • Logout API Response Constants on page 52. • SaveAgentsToSkill API Response Constants on page 52. • SaveAttributesToAgent API Response Constants on page 52. • SaveSkillGroup API Response Constants on page 52. • SaveSkillsToAgent API Response Constants on page 53. • SetUserStatus API Response Constants on page 53. • UpdateAgentAttributes API Response Constants on page 53. • UpdatePrecisionQueue API Response Constants on page 53. • UpdateUser API Response Constants on page 53.

AuthorizeUserToTenant API Response Constants Code Message Constants Description AUTHORIZE_USER_TO_TENANT_FAILED Unexpected failure. AUTHORIZE_USER_TO_TENANT_FAILED_REQD_LOGIN_NM_MISSING The username field is missing

in the request.

C H A P T E R 7


AUTHORIZE_USER_TO_TENANT_FAILED_REQD_ID_PROGRAM_MISSING The idProgram field is missing in the request.

AUTHORIZE_USER_TO_TENANT_FAILED_USER_ALREADY_LOGGED_ON_ANOTHER_SESSION This is applicable when max session limit is defined and if the number of sessions exceeded the count.

AUTHORIZE_USER_TO_TENANT_FAILED_USER_NOT_AUTHORIZED The user is not authorized to access the Portal.

AUTHORIZE_USER_TO_TENANT_FAILED_USER_DATA_PROBLEM_FOUND_DUPLICATE Found some data problem. If this issue persists, please contact support.

AUTHORIZE_USER_TO_TENANT_FAILED_TENANT_NOT_FOUND The passed idProgram does not match in our records.

AUTHORIZE_USER_TO_TENANT_FAILED_USER_TOKEN_DOES_NOT_MATCH The JSESSIONID passed in the cookie doesn’t match.

USER_AUTHENTICATED_SUCCESSFULLY The user was authenticated and authorized successfully.

CloneUser API Response Constants Code Message Constants Description CLONE_USER_SUCCESS On Success. CLONE_USER_FAILED Unexpected failure. CLONE_USER_FAILED_INVALID_ID_USER Passed in srcIdUser is invalid. CLONE_USER_FAILED_INVALID_CLONED_USER_LOGIN_NM Passed in new user’s loginNm is not

valid. CLONE_USER_FAILED_INVALID_CLONED_USER_FIRST_NM Passed in new user’s First Name is not

valid. CLONE_USER_FAILED_INVALID_CLONED_USER_FIRST_NM_LAST_NM Passed in new user’s first name/last

name is not valid. CLONE_USER_FAILED_INVALID_CLONED_USER_LAST_NM Passed in new user’s last name is not

valid. CLONE_USER_FAILED_INVALID_CLONED_USER_PHONE_NUM Passed in new user’s Phone Number is

not valid. CLONE_USER_FAILED_ONLY_NUMBERS_ALLOWED_PHONE_NUM Passed in new user’s Phone Number

contains non-numeric chars. CLONE_USER_FAILED_INVALID_CLONE_USER_EMAIL Passed in new user’s email address is

not valid. CLONE_USER_FAILED_INCORRECT_PROGRAM_ASSOCIATION Unexpected Data Problem with the

Source User. CLONE_USER_FAILED_INCORRECT_AGENT_ASSOCIATION Unexpected Data Problem with the

Source User. CLONE_USER_FAILED_INCORRECT_PLATFORM_ASSOCIATION Unexpected Data Problem with the

Source User. CLONE_USER_FAILED_USER_FIRST_AND_LAST_ALREADY_EXISTS The First Name and Last Name

combination already exists in Portal. CLONE_USER_FAILED_USER_FIRST_AND_LAST_ALREADY_EXISTS_IN_AD The First Name and Last Name

combination already exists in AD. CLONE_USER_FAILED_USER_LOGIN_NM_ALREADY_EXISTS The User already exists in Portal. CLONE_USER_FAILED_USER_LOGIN_NM_ALREADY_EXISTS_IN_AD The User already exists in AD. If this is

intentional, then resend the cloneUser request with the reUseADUser to true.

CLONE_USER_FAILED_TO_CREATE_USER_IN_AD Failed to create user in AD. CLONE_USER_FAILED_AGENT_ID_NOT_PROVIDED Cloning an Agent or Supervisor,

requires AgentID (aka PeripheralNumber).


CLONE_USER_FAILED_INVALID_CLONED_AGENT_ENTERPRISE_NM Passed in agent Enterprise Name is not valid.

CLONE_USER_FAILED_TO_SETUP_AGENT_OR_SUPERVISOR_IN_ICM Failed to setup the Agent or Supervisor in ICM.

CLONE_USER_FAILED_TO_CLONE_AGENT_TEAM Failed to Add the agent or supervisor to the Agent Team.

CLONE_USER_FAILED_TO_CLONE_AGENT_DESK_SETTINGS Failed to copy the Agent Desk Settings from the source to new user.

CLONE_USER_FAILED_TO_CLONE_AGENT_SKILL_GROUPS Failed to copy the Skill Groups from the source user to new user.

CLONE_USER_FAILED_TO_CLONE_USER_GROUPS Failed to copy the Access Groups from the source user to new user.

CLONE_USER_FAILED_TO_CLONE_USER_COLLECTIONS Not in use. CLONE_USER_FAILED_TO_CLONE_USER_SETTINGS Failed to copy the user Settings (like

LaunchPad settings) from the source user to new user.

CLONE_USER_FAILED_TO_CLONE_PRECISION_QUEUES_ATTRIBUTES Failed to clone the Precision Queue Attributes from the source user to the new user.

CLONE_USER_FAILED_AGENT_ID_ALREADY_IN_USE CLONE_USER_FAILED_INVALID_SOURCE_USER_NAME CLONE_USER_FAILED_USER_TYPE_NOT_FOUND Passed User Type is not valid. CLONE_USER_FAILED_NOT_ALLOWED_TO_CREATE_OWNER Not allowed to create user with OWNER

(aka Partner User Level account).

DeleteUser API Response Constants Code Message Constants Description DELETE_USER_SUCCESS On Success. DELETE_USER_FAILED Unexpected failure.

EnableDisableUserInICM API Response Constants Code Message Constants Description ENABLE_DISABLE_USER_IN_IMC_SUCCESS On Success. ENAB

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