Call Type API

Call types categorize calls. Based on call type, the system maps a dialed number (see Dialed Number API) to a routing script that ultimately sends the call to the appropriate destination.

Use the Call Type API to list the call types currently defined in the database, define new call types, and view, edit, or delete records of existing call types.

URL

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

Operations

  • create: Creates one call type.

  • delete: Marks one call type for deletion, but does not permanently delete it.

  • get: Returns one call type, using the URL https://<server>/unifiedconfig/config/calltype/<id>.

  • list: Retrieves a list of call types.

  • update: Updates one call type.

Parameters

  • refURL: The refURL of the call type. See Shared Parameters.

  • name: The name of the call type. See Shared Parameters.

  • changeStamp: See Shared Parameters.

  • description: See Shared Parameters.

  • department: A reference to the department (Department API), including the refURL and name. See References.

  • id: The database id of the call type. Read-only field. Used in scripting.

  • serviceLevelThreshold: Maximum time in seconds that a caller should wait before being connected with an agent. Leave blank to use the system default (set in the Global API).

  • serviceLevelType: This value indicates how the system calculates the service level.

    • blank: Use the system default.

    • 1: Ignore Abandoned Calls.

    • 2: Abandoned Calls have Negative Impact.

    • 3: Abandoned Calls have Positive Impact.

  • bucketInterval: A reference to the bucket interval (Bucket Interval API), including the refURL and name.

  • survey: A reference to the Survey Survey API including the refURL and name.

Search and Sort Values

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

Search parameters Sort parameters
  • name
  • description
  • id
  • name (default)
  • description
  • id
  • serviceLevelThreshold
  • serviceLevelType

See Search and Sort.

Example Get Response

 <callType>
<department>
     <refURL>/unifiedconfig/config/department/5001</refURL>
     <name>Sales</name>
   </department>
  <refURL>/unifiedconfig/config/calltype/(id)</refURL>
    <name>test</name>
    <description>test call type</description>
    <id>5002</id>
    <serviceLevelThreshold>10</serviceLevelThreshold>
    <serviceLevelType>1</serviceLevelType>
    <changeStamp>0</changeStamp>
    <bucketInterval>
       <refURL>/unifiedconfig/config/bucketinterval/(id)</refURL>
       <name>bucket1</name>
    </bucketInterval>
</callType>

Example Get Response

 <callType>
<department>
     <refURL>/unifiedconfig/config/department/5001</refURL>
     <name>Sales</name>
   </department>
   <refURL>/unifiedconfig/config/calltype/(id)</refURL>
    <name>test</name>
    <description>test call type</description>
    <id>5002</id>
    <serviceLevelThreshold>10</serviceLevelThreshold>
    <serviceLevelType>1</serviceLevelType>
    <changeStamp>0</changeStamp>
    <name>BuiltIn</name>
    <survey>
       <refURL>/unifiedconfig/config/survey/2</refURL>
    </survey>
</callType>