Cisco Unified Contact Center Enterprise Developer Reference Release 10.0(x)
Agent API
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Agent API

Contents

Agent API

Agents respond to contacts from customers. Use the Agent API to list the agents currently defined in the database, and view and edit existing agents.

URL

https://<server>/unifiedconfig/config/agent/

Operations

  • get: Returns one agent, using the URL https://<server>/unifiedconfig/config/agent/<id>.
  • list: Retrieves a list of agents.
    • Query parameters:
      • Summary list: See list.
  • update: Updates one agent.

Parameters

  • refURL: The refURL for the agent. See Shared Parameters.
  • agentId: The unique peripheral number. Maximum length of 11 characters allowed. Default is an auto-generated 7 digit number.
  • changeStamp: See Shared Parameters.
  • description: See Shared Parameters.
  • agentStateTrace: Indicates if agent state tracing is turned on for the agent. Values are true/false.
  • agentDeskSettings: A reference to the agent's agentDeskSettings, including the refURL and name. See References.
  • person: Required. Includes the following parameters:
    • firstName: Agent's first name. Maximum of 32 characters. International characters are allowed.
    • lastName: Agent's last name. Maximum of 32 characters. International characters are allowed.
    • userName: Agent's user name. Maximum of 32 alphanumeric characters.
    • password: Agent's password. Maximum of 256 ASCII characters. Password is case-sensitive. The password can be used when creating or updating, but is not returned.
  • supervisor: Required. Indicates whether the agent is marked as supervisor. Values are true/false.
  • supervisorUserInfo: Required if supervisor is set to true. User information about an existing Active Directory account for the supervisor. Includes the following parameters:
    • userName: Supervisor's Active Directory user name.
    • domainName: Supervisor's Active Directory (Active Directory Domain API) domain name. If domainName is empty, system uses default domain name.
  • agentAttributes: A collection of agent attribute (Attribute API) references for this agent, including the description, refURL, name, and dataType for each associated attribute. Also includes the attributeValue parameter which indicates the value (true/false or 1-10) of the attribute for this agent. See References.
  • skillGroups: A collection of skill group references for this agent, including the refURL and name of each associated skill group. See References.
  • skillGroupsAdded: A collection of skill group references to be added to the agent, including the refURL of each skill group to be added. This parameter is update only, and cannot be used in conjunction with the skillGroups parameter on an update as it does not affect existing skill groups. This parameter can be used with the skillGroupsRemoved parameter. See References.
  • skillGroupsRemoved: A collection of skill group references to be removed from the agent, including the refURL of each skill group to be removed. This parameter is update only, and cannot be used in conjunction with the skillGroups parameter on an update as it does not affect existing skill groups. This parameter can be used with the skillGroupsAdded parameter. See References.
  • defaultSkillGroup: A reference to a skill group, including the refURL and name. Identifies the default skill group associated with this agent. See References.
  • agentTeam: A reference to the agent's team, including the refURL and name. See References.
  • supervisorTeams: If this agent has supervisor access, this collection of references is for this supervisor's teams, including the refURL and name of each supervised team. See References.

Search and Sort Values

The following table shows the parameters that are searched and the parameters that are sortable.

Search parameters Sort parameters
  • agentId
  • description
  • person.firstName
  • person.lastName
  • person.userName
  • agentId
  • description
  • supervisor
  • agentStateTrace
  • person.firstName
  • person.lastName
  • person.userName
  • person.loginEnabled

See Search and Sort.

Example Get Response

<agent>
	<changeStamp>2877</changeStamp>
        <refURL>/unifiedconfig/config/agent/5017</refURL>
        <agentId>8006</agentId>
        <agentStateTrace>false</agentStateTrace>
        <description>an agent</description>
        <person>
             <firstName>Agent2</firstName>
             <lastName>Agent2</lastName>
             <loginEnabled>true</loginEnabled>
             <userName>Agent2</userName>
             <password>mypassword</password>
       </person>
        <agentDeskSettings>
             <name>test2</name>
             <refURL>/unifiedconfig/config/agentdesksetting/5434</refURL>
        <supervisor>true</supervisor>
        </agentDeskSettings>
        <supervisorUserInfo>
              <userName>boston</userName>
              <domainName>boston.com</domainName>
        </supervisorUserInfo>
        <agentAttributes>
               <agentAttribute>
                    <attribute>
                        <refURL>/unifiedconfig/config/attribute/5004</refURL>
                        <name>Sales</name>
                        <dataType>4</dataType>
                        <description>Sales proficiency</description>
                    </attribute>
                    <attributeValue>8</attributeValue>
                    <description>masters certification</description>
              </agentAttribute>
         </agentAttributes>
         <skillGroups>
             <skillGroup>
                 <refURL>/unifiedconfig/config/skillgroup/5229</refURL>
                 <name>Support</name>
             </skillGroup>
        </skillGroups>

        <defaultSkillGroup>
             <refURL>/unifiedconfig/config/skillgroup/5229</refURL>
             <name>Support</name>
        </defaultSkillGroup>

         <agentTeam>
             <refURL>/unifiedconfig/config/agentteam/5003</refURL>
             <name>theTeam</name>
         </agentTeam>
         <supervisorTeams>
             <supervisorTeam>
                <refURL>/unifiedconfig/config/agentteam/5003</refURL>
                <name>theTeam</name>
             </supervisorTeam>
             <supervisorTeam>
                <refURL>/unifiedconfig/config/agentteam/5006</refURL>
                <name>theBTeam</name>
             </supervisorTeam>
        </supervisorTeams>
  </agent>