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This page is currently being written. Although the information below is probably accurate, it may not be complete or may have errors.

The information on this page applies to iSymphony 3.2+.

This resource is restricted by licensing. See the resource and action path information below for more details.

Description

The live agent REST resource provides access to information about agents that are members of queues in the system. This resource also provides actions to log agents out of queues, pause/unpause agents, and set the penalty value of agents.

On this page:

 


JSON Representation

{
  "id": "20304714-df17-43c7-a569-d322724f17fd",
  "paused": false,
  "state": "NOT_INUSE",
  "name": "Michael Y",
  "dynamic": true
}
PropertyTypeDescription
id
StringThe id of the agent.
pausedBooleanSpecifies if the agent is paused.
stateStringThe state of the agent.
nameStringThe display name of the agent.
dynamic
BooleanSpecifies if the agent login is dynamic or not.

Root Resource Paths

Paths used to access sets of the resource, in relation to parent resources.

communication_manager/rest/live/coreServers/[{core_server_id} | getByName/{core_server_slug}]/queues/[{queue_id} | getByName/{queue_identifier}]/agents
Description

Provides access to all agents that are currently logged into the specified queue.

This resource will not be available if the queue is not enabled.

Excludes any agents that are not related to extensions that are bound to a licensed/full user.

Parameters:

  • core_server_id: the id of the parent core server
  • core_server_slug: the slug of the parent core server
  • queue_id: the id of the parent queue
  • queue_identifier: the identifier of the parent queue

Errors:

  • 404 Not Found: Returned if no core server with the given id or slug exists
  • 404 Not Found: Returned if no queue with the given id or identifier exists
  • 403 Forbidden: Returned if the specified queue is not enabled
GETGets all agents logged into a specified queue.
 
communication_manager/rest/live/coreServers/[{core_server_id} | getByName/{core_server_slug}]/extensions/[{extensions_id} | getByName/{extension_number}]/agents
Description

Provides access to all agents the specified extension relates to, across all queues.

This resource will not be available if the extension is not bound to a licensed/full user.

Excludes any agents that are logged into to queues that are not enabled.

Parameters:

  • core_server_id: the id of the parent core server
  • core_server_slug: the slug of the parent core server
  • extension_id: the id of the parent extension
  • extension_number: the extension number of the parent extension

Errors:

  • 404 Not Found: Returned if no core server with the given id or slug exists
  • 404 Not Found: Returned if no extension with the given id or number exists
  • 403 Forbidden: Returned if the specified extension is not bound to a licensed/full user.
GET Gets all the agents the specified extension relates to, across all queues.

Instance Resource Paths

Paths used to access a specific instance of the resource.

{root_resource_path}/{agent_id}
Description

Provides access to a specific agent, by agent id.

This resource will not be available if the queue is not enabled.

This resource will not be available if the extension is not bound to a licensed/full user.

Parameters:

  • root_resource_path: One of the root resource paths for this resource. See Root Resource Paths above
  • agent_id: the id of the agent to access

Errors:

  • 404 Not Found: Returned if any of the ancestors in the root resource path could not be found
  • 404 Not Found: Returned if no agent with the specified agent id could be found
  • 403 Forbidden: Returned if the specified queue is not enabled
  • 403 Forbidden: Returned if the specified extension is not bound to a licensed/full user.
GETGets the specified agent.

Sub Resource Paths

Paths used to access the child resources of this resource.

{instance_resource_path}/extension
Description

Provides access to the extension the specified agent is related to. See Extensions.

This resource will not be available if agent's extension is not bound to licensed/full user, or the queue the agent is in is not enabled.

Parameters:

  • instance_resource_path: One of the instance resource paths for this resource. See Instance Resource Paths above

Errors:

  • 404 Not Found: Returned if any of the ancestors in the instance resource path could not be found
  • 403 Forbidden: Returned if any of the parents specified in the root resource path are restricted
GETGets all the extension the agent is related to.
  
{instance_resource_path}/statistics
Description

Provides access to the statistics of the specified agent. See Statistics.

This resource will not be available if agent's extension is not bound to licensed/full user, or the queue the agent is in is not enabled.

Parameters:

  • instance_resource_path: One of the instance resource paths for this resource. See Instance Resource Paths above

Errors:

    • 404 Not Found: Returned if any of the ancestors in the instance resource path could not be found
    • 403 Forbidden: Returned if any of the parents specified in the root resource path are restricted
GETGets the statistics of the specified agent.

Action Paths

Actions that can be performed on this resource.

{instance_resource_path}/logout
Description

Logs the specified agent out of its queue.

This action will not be available if the queue is not enabled.

This action will not be available if the agent's extension is not bound to a licensed/full user.

Parameters:

  • instance_resource_path: One of the instance resource paths for this resource. See Instance Resource Paths above

Errors:

  • 404 Not Found: Returned if any of the ancestors in the instance resource path could not be found
  • 403 Forbidden: Returned if the queue is not enabled
  • 403 Forbidden: Returned if if the agent's extension is not bound to a licensed/full user
POST
Logs the specified agent out of its queue.
 
{instance_resource_path}/pause
Description

Pauses the specified agent.

This action will not be available if the queue is not enabled.

This action will not be available if the agent's extension is not bound to a licensed/full user.

Parameters:

  • instance_resource_path: One of the instance resource paths for this resource. See Instance Resource Paths above

Errors:

  • 404 Not Found: Returned if any of the ancestors in the instance resource path could not be found
  • 403 Forbidden: Returned if the queue is not enabled
  • 403 Forbidden: Returned if if the agent's extension is not bound to a licensed/full user
POSTPauses the specified agent.
 
{instance_resource_path}/unpause
Description

Unpauses the specified agent.

This action will not be available if the queue is not enabled.

This action will not be available if the agent's extension is not bound to a licensed/full user.

Parameters:

  • instance_resource_path: One of the instance resource paths for this resource. See Instance Resource Paths above

Errors:

  • 404 Not Found: Returned if any of the ancestors in the instance resource path could not be found
  • 403 Forbidden: Returned if the queue is not enabled
  • 403 Forbidden: Returned if if the agent's extension is not bound to a licensed/full user
POSTUnpauses the specified agent.
 
{instance_resource_path}/setPenalty
Description

Sets the penalty value of the specified agent.

This action will not be available if the queue is not enabled.

This action will not be available if the agent's extension is not bound to a licensed/full user.

Parameters:

  • instance_resource_path: One of the instance resource paths for this resource. See Instance Resource Paths above

Errors:

  • 404 Not Found: Returned if any of the ancestors in the instance resource path could not be found
  • 403 Forbidden: Returned if the queue is not enabled
  • 403 Forbidden: Returned if if the agent's extension is not bound to a licensed/full user
  • 422 Unprocessable Entity: Returned if no penalty value was provided
  • 422 Unprocessable Entity: Returned if the penalty value that was provided is not an integer
JSON
{
  "penalty": 5
}

Properties:

PropertyTypeDescription
penalty
IntegerThe new penalty value for the agent.
POST Sets the penalty value of the specified agent.

Curl Examples

Get all agents logged into a queue

curl --user manager:manag3rpa55word -i -H "Accept: application/json" http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/agents

Get a specific agent logged into a queue 

curl --user manager:manag3rpa55word -i -H "Accept: application/json" http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/agents/20304714-df17-43c7-a569-d322724f17fd

Get all agents related to an extension

curl --user manager:manag3rpa55word -i -H "Accept: application/json" http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/extensions/ef2faba9-8557-49c1-9ffc-5a71f41c7a23/agents

Get a specific agent related to an extension

curl --user manager:manag3rpa55word -i -H "Accept: application/json" http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/extensions/ef2faba9-8557-49c1-9ffc-5a71f41c7a23/agents/20304714-df17-43c7-a569-d322724f17fd

Log an agent out of its queue

curl --user manager:manag3rpa55word -i -X POST http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/agents/20304714-df17-43c7-a569-d322724f17fd/logout

Pause an agent

curl --user manager:manag3rpa55word -i -X POST http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/agents/20304714-df17-43c7-a569-d322724f17fd/pause

UnPause an agent

curl --user manager:manag3rpa55word -i -X POST http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/agents/20304714-df17-43c7-a569-d322724f17fd/unpause

Set the penalty on an agent

curl --user manager:manag3rpa55word -i -H "Content-Type: application/json" -X POST -d '{"penalty": "5"}' http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/agents/20304714-df17-43c7-a569-d322724f17fd/setPenalty
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