Agents

Last modified by michaely on 2021/09/10 23:34

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.

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JSON Representation

{
"id": "20304714-df17-43c7-a569-d322724f17fd",
"paused": false,
"state": "NOT_INUSE",
"name": "Michael Y",
"dynamic": true
}

Property	Type	Description
id	String	The id of the agent.
paused	Boolean	Specifies if the agent is paused.
state	String	The state of the agent.
name	String	The display name of the agent.
dynamic	Boolean	Specifies 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. Information 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
GET	Gets 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. Information 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. Information 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.
GET	Gets the specified agent.

{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.

GET

Gets 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. Information 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
GET	Gets all the extension the agent is related to.

{instance_resource_path}/statistics
Description	Provides access to the statistics of the specified agent. See Statistics. Information 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
GET	Gets 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

POST

Pauses 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

POST

Unpauses 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:

Property	Type	Description
penalty	Integer	The 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

Get all agents related to an extension

Get a specific agent related to an extension

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

UnPause an agent

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

Agents

Description

JSON Representation

Root Resource Paths

Instance Resource Paths

Sub Resource Paths

Action Paths

Curl Examples

Get all agents logged into a queue

Get a specific agent logged into a queue

Get all agents related to an extension

Get a specific agent related to an extension

Log an agent out of its queue

Pause an agent

UnPause an agent

Set the penalty on an agent

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