Call Centers API Methods

Currently, the Configuration API supports Create, Delete, Read, Update, List, and Get List Info methods for Call Center objects. To give a User access to a newly created Call Center the Update Call Center Add Service method can be used to add a Service if one was not added during the Create request. Once a Service has been added, the user must be given access to that Service by using the Update LiveVox User Add Service method; after 5 minutes the permissions for that User will update and the User will be able to manipulate the Call Center. Or a new session id can be created using the login method to give the User instant access.

Create Call Center

Description: Creates a new Call Center.

To give a User access to a newly created Call Center the Update Call Center Add Service method can be used to add a Service if one was not added during the Create request. Once a Service has been added, the user must be given access to that Service by using the Update LiveVox User Add Service method; after 5 minutes the permissions for that User will update and the User will be able to manipulate the Call Center. Or a new session id can be created using the login method to give the User instant access.

User Roles: Sysadmin or IT User

Method: POST /configuration/callCenters[?client={client}]

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
client	clientId	Integer (ID)	No	The LiveVox ID of the Client under which the Call Center will be created.

Body:

Key Type Mandatory? Description

name

String

Yes

Name of the Call Center to be created.

managerName String No The manager of the Call Center.

billingSystem String No The billing system for the Call Center.

defaultInputFilter Integer (ID) No The default input filter for the Call Center.

open

Boolean

No

If set to true all inbound Services in the Call Center will be open, if set to false all inbound Services in the Call Center will be closed. If not included in the request this will be defaulted to true.

Special configuration needs to be done before this feature will actually open or close your Call Center. Please contact the LiveVox Customer Care Team to have these changes put in place, until that time this setting should remain in the default true state.

service

Array

No

An array of zero or more Service IDs that will be moved into the Call Center

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	Service ID

Response Code: 201 Created

Body:

Key or Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	The ID of the newly created Call Center

Create a new Call Center

#Request (JSON)
POST /configuration/callCenters?client=4199
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{"service":[
{"id":46595}
],"name":"Doors","managerName":"Mr. Manager","billingSystem":"Mail","defaultInputFilterId":21572}
 
#Response
201 Created
Content-Type: application/json
 
{"id": 3619}

CODE

Delete Call Center

Description: Deletes a Call Center.

Before you are able to delete a Call Center you must first move all Services to other Call Centers.

User Roles: Sysadmin or IT User

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	callCenterId	Integer (ID)	True	ID of the Call Center you want to delete

Body:

None

Response Code: 204 No Content

Body:

None

Delete an existing Call Center

#Request
DELETE /configuration/callCenters/3619
Host: localhost.com

#Response
204 No Content

CODE

Attempt to delete a Call Center that contains a Service

#Request (JSON)
DELETE /configuration/callCenters/3619
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
400 Bad Request
Content-Type: application/json
 
{
   "errorCode": 202,
   "errorMessage": "Cannot delete call centers with associated services"
}

CODE

Get Call Center List Info

Description: Gets metadata for a list of Call Centers.

User Roles: Sysadmin, IT User, Manager or Agent

Method: GET /configuration/callCenters/info[?client={clientId}]

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
client	clientId	Integer (ID)	No	Restricts the list to entries that are specifically associated with this particular Client.

Body:

None

Response Code: 200 OK

Body:

Key or Attribute	Type	Mandatory?	Description
size	Integer	Yes	Total number of entries in the list.
lastModified	DateTime	No	The last date & time that the list was updated. This information might not be available. This is formatted according to the definition of dateTime in the XML Schema specification. For JSON responses, it is represented as the number of milliseconds since midnight on January 1, 1970 (GMT).

The size of the list will be calculated based on the Call Centers that the user is authorized for. If the user is not authorized for any of the Call Centers associated with the Client in the query, the response will return a list size of "0" rather than an "Unauthorized" error.

Get the metadata for a Call Center list, filtered by a Client

#Request
GET /configuration/callCenters/info?client=4199
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "size": 9,
   "lastModified": 1369249675000
}

CODE

Get Call Center Related Objects

Description: Retrieves lists of Services and Agents associated with a Call Center.

User Roles: Sysadmin, IT User, Manager or Agent

Method: GET /configuration/callCenters/{id}/related

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	callCenterId	Integer (ID)	Yes	The ID of the Call Center for which you want to retrieve the lists of related objects.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

service

Array

Yes

List of Services with which the Call Center is associated.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

agent

Array

Yes

List of Agents with whom the Call Center is associated.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Agent

Retrieve the lists of objects associated with a Call Center

#Request (JSON)
GET /configuration/callCenters/3543/related
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
200 OK
Content-Type: application/json

{
   "service":    [
      {"id": 5607},
      {"id": 17797},
      {"id": 20180},
      {"id": 45497},
      {"id": 5608},
      {"id": 44245},
      {"id": 35852},
      {"id": 18892},
      {"id": 20575}
   ],
   "agent":    [
      {"id": 56472},
      {"id": 117721}, 
...
      {"id": 153235},
      {"id": 183712}
   ]
}

CODE

List Call Centers

Description: Lists Call Centers configured for a Client.

A Call Center will not be displayed unless it contains a Service.

User Roles: Sysadmin, IT User, Manager or Agent

Method: GET /configuration/callCenters?[client={clientId}&]count={n}&offset={n}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
client	clientId	Integer (ID)	No	Specifies the Client for which you want to retrieve the list of Call Centers.
count	n	Integer	Yes	Specifies the number of items to return in the list. There is a hard cap of 1000 items.
offset	n	Integer	Yes	Specifies the offset from 0, based on count, to start listing from.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

No

A URI for the next page of entries. If next is not present, or blank, then there are no pages after this one.

callCenter

Array

No

A container for a page of Call Center entries. The page size is controlled via count and offset in the request.

Key	Type	Mandatory?	Description
callCenterId	Integer (ID)	Yes	ID of the Call Center
name	String	Yes	User-friendly name of the Call Center
clientId	Integer (ID)	No	ID of the Client to which the Call Center is associated

Get a list of Call Centers for a Client

#Request (JSON)
GET /configuration/callCenters?count=5&client=4199&offset=0
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "callCenter":    [
            {
         "callCenterId": 15,
         "name": "Los Angeles",
         "clientId": 4199
      },
            {
         "callCenterId": 428,
         "name": "New York - Medical",
         "clientId": 4199
      },
...
            {
         "callCenterId": 429,
         "name": "Atlanta - First Party",
         "clientId": 4199
      }
   ],
   "next": "configuration/callCenters?count=5&client=4199&offset=5"
}

CODE

Read Call Center

Description: Gets information about a Call Center.

User Roles: Sysadmin, IT User, Manager or Agent

Method: GET /configuration/callCenters/{id}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	callCenterId	Integer (ID)	Yes	The ID of the Call Center to be read.

Body:

None

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
name	String	Yes	Name of the Call Center.
managerName	String	No	The manager of the Call Center.
billingSystem	String	No	The billing system for the Call Center.
defaultInputFilter	Integer (ID)	No	The default input filter for the Call Center.
open	Boolean	Yes	If set to `true` all inbound Services in the Call Center will be open, if set to `false` all inbound Services in the Call Center will be closed. Special configuration needs to be done before this feature will actually open or close your Call Center. Please contact the LiveVox Customer Care Team to have these changes put in place, until that time this setting should remain in the default `true` state.

Read configuration properties of a Call Center

#Request (JSON)
GET /configuration/callCenters/433
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "name": "Atlanta - Financial Services",
   "managerName": "Sam Snead",
   "billingSystem": null,
   "defaultInputFilterId": null
   "open": true
}

CODE

Update Call Center

Description: Updates the name, manager, billing system or default input filter of a Call Center.

User Roles: Sysadmin or IT User.

Method: PUT /configuration/callCenters/{id}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	callCenterId	Integer (ID)	Yes	ID of the Call Center to be updated.

Body(JSON):

Key	Type	Mandatory?	Description
name	String	No	New name of the Call Center. The new Call Center name cannot be the same as another existing Call Center.
managerName	String	No	The manager of the Call Center.
billingSystem	String	No	The billing system for the Call Center.
defaultInputFilter	Integer (ID)	No	The default input filter for the Call Center.
open	Boolean	No	If set to `true` all inbound Services in the Call Center will be open, if set to `false` all inbound Services in the Call Center will be closed. Special configuration needs to be done before this feature will actually open or close your Call Center. Please contact the LiveVox Customer Care Team to have these changes put in place, until that time this setting should remain in the default `true` state.

Response Code: 204 No Content

Body:

None

Update a Call Center

#Request (JSON)
PUT /configuration/callCenters/3619
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{"name":"Documentation","managerName":"Jim","billingSystem":"Super","defaultInputFilterId":40229}
 
#Response
204 No Content

CODE

Update Call Center Add Service

Description: Moves a Service into a Call Center.

User Roles: Sysadmin or IT User

Method: PUT /configuration/callCenters/{id}/services/{service}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
id	callCenterId	Integer (ID)	Yes	The ID of the Call Center to be updated.
service	serviceId	Integer (ID)	Yes	ID of the Service to be added.

Body:

None

Response Code: 204 No Content

Body:

None

Move a Service into a Call Center

#Request (JSON)
PUT /configuration/callCenters/3619/services/33867
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
204 No Content

CODE

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Call Centers API Methods

Create Call Center

Delete Call Center

Get Call Center List Info

Get Call Center Related Objects

List Call Centers

Read Call Center

Update Call Center

Update Call Center Add Service

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