Alvaria Cloud REST API Developer's Guide v3.0

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Overview

The Alvaria™ Cloud REST APIs enable developers to create applications that interact with the Via platform to manage Alvaria™ Cloud resources. Specifically, the following categories of interactions are available:

• Alvaria™ Cloud Authorization (OAuth 2.0) - OAuth 2.0 Authorization (client_credentials grant type only)
• Alvaria™ Cloud Authorization REST API - Authorization management
• Alvaria™ Cloud Provisioning REST API - Resource provisioning
• Alvaria™ Cloud Campaign REST API - Campaign management / Fastpath / Exclusion
• Alvaria™ Cloud Compliance REST API - Compliance management
• Alvaria™ Cloud Reporting REST API - Realtime Reporting
• Alvaria™ Cloud Engagement Center REST API - Custom desktop and CRM integration
• Alvaria™ Cloud Streaming REST API - Event Monitoring
• Alvaria™ Cloud Messaging REST API - Text messaging management
• Alvaria™ Cloud Web Token Authorization Service API - Bearer Tokens for Public Chat Client
• Alvaria™ Cloud Streaming Public Web Client REST API - Event Monitoring for Public Chat Client
• Alvaria™ Cloud Messaging Public Web Client REST API - Text messaging management for Public Chat Client
• Alvaria™ Cloud Quality Management REST API - Recording search and retrieval
• Alvaria™ Cloud Customer Experience Context Cookies REST API - CX context cookie management
• Alvaria™ Cloud Customer Experience Disposable App REST API - CX disposable app management
• Alvaria™ Cloud AutoFacilitate REST API- AutoFacilitate management
• Alvaria™ Cloud AutoFacilitate Context Cookies REST API- AutoFacilitate context cookie management
• Alvaria™ Cloud Workforce Management REST API
• Alvaria™ Cloud Workforce Management Update REST API
• Alvaria™ Cloud Media Storage REST API - Manage files to be uploaded into or downloaded from Alvaria™ Cloud
• Alvaria™ Cloud Email Queue REST API - Realtime status of active emails
• Alvaria™ Cloud Server Messaging REST API - Text messaging management for server to server custom integrations
• Alvaria™ Cloud User Management REST API - MyAccount users and teams management APIs

The version numbers in the titles of the above API documents indicate the individual endpoint versions contained within. For example, "Aspect Via Streaming Client REST API v2.0/3.0" means that the Streaming API has both v2 and v3 endpoints. If, in the future, the v2 endpoints were retired, the document would be renamed "Aspect Via Streaming Client REST API v3.0"

Interaction Model

In accordance with RESTful API design, applications can manage Alvaria™ Cloud resources using standard HTTP requests. These applications can be written in the developer's language and framework of choice. All calls to the Alvaria™ Cloud REST API resource endpoints use the following URL pattern:

  https://{orgId}.via.aspect-cloud.net/via/{version}/organizations/{orgId}/{category}

• orgId corresponds to the customer specific Alvaria™ Cloud account identifier used for partitioning data and traffic and for billing purposes.

• version corresponds to the specific version of the API with which the application will interact. The current active versions are v2, v3 and v4.

• category corresponds to the functional grouping of resources that the API will access. Please refer to the API specific documentation for details on each API endpoint category. The following categories are available:

  • provisioning
  • campaign
  • compliance
  • engagementCenter
  • messaging
  • streaming
  • webToken
  • quality
  • customerExperience
  • reporting
  • workforce
  • mediaStorage
  • emailQueue
  • serverMessaging

Security

Before accessing the Alvaria™ Cloud REST API endpoints, the application must be registered with Alvaria.
This registration results in the generation of an application specific client id and secret, which Alvaria provides you to use for authentication before making any requests to endpoints.
At registration time, the application will be assigned one or more scopes depending on which endpoints the application is allowed to access. Alvaria™ Cloud supports the following scopes:

• provisioningapi allows applications to retrieve and manage properties related to various Alvaria™ Cloud resources.
• outreachapi allows applications to build and control campaign resources.
• complianceapi allows applications to manage compliance related resources and operations.
• engagementcenterapi allows applications to control user and interaction states for the purposes of building custom desktops and CRM integration.
• messagingapi allows applications to send text messages.
• streamingapi allows applications to receive text messages and user desktop events.
• qualityapi.recordings allows applications to search and retrieve recordings.
• customerexperienceapi allows applications to manage all CX APIs.
• customerexperienceapi.contextcookies allows applications to manage CX context cookies.
• customerexperienceapi.disposableapp allows applications to manage CX disposable app.
• autofacilitateapi allows applications to manage all AutoFacilitate APIs.
• autofacilitatecontextcookiesapi allows applications to manage AutoFacilitate context cookies.
• reportingapi allows applications to request realtime data related to customer engagement resources.
• workforceapi allows applications to retrieve properties related to workforce resources.
• workforceapi.updates allows applications to manage certain properties related to workforce resources.
• mediastorageapi.exports allows applications to control the download of files to your network from specific storage folders in Alvaria™ Cloud.
• mediastorageapi.imports allows applications to control the upload of files from your network to specific storage folders in Alvaria™ Cloud.
• emailqueueapi allows applications to retrieve realtime status on active emails in Alvaria™ Cloud.
• servermessagingapi allows server applications to send text messages and events to Alvaria™ Cloud.

Prior to making calls to the Alvaria™ Cloud REST APIs, the application must authenticate.

For more information on the Authorization and Authentication, see:

• Alvaria™ Cloud Authorization (OAuth 2.0) - OAuth 2.0 Authorization (client_credentials grant type only)
• Alvaria™ Cloud Authorization REST API - Authorization management

Mandatory HTTP Headers

Every request to an Alvaria™ Cloud API endpoint must contain the following headers:

• Authorization as described in the Security section, before invoking any Alvaria™ Cloud API endpoints, an application must make a call on the Alvaria token endpoint (for example, https://{orgId}.via.aspect-cloud.net/via/v2/oauth2/token) to acquire an oauth token. This token must then be supplied in the form: Bearer {token} as the value for the Authorization HTTP header parameter.

• x-api-key a parameter that enables the Alvaria™ Cloud to keep track of the number of API calls made by a specific application and enforce any rate limits that have been configured by Alvaria. After application registration with Alvaria, client credentials (client id and secret) and a unique API key are issued. The API key value must be supplied in the x-api-key header parameter for all Alvaria™ Cloud API calls. Failure to provide a valid x-api-key value will result in a 401 Unauthorized response status.

The following provides an example of an API call using the required HTTP parameters:

  curl -X "GET" https://{orgId}.via.aspect-cloud.net/via/v2/organizations/{orgId}/provisioning/workTypes \
    -H "Authorization: Bearer 719eafef-2525-4483-aad7-9832cad03dc7" \
    -H "x-api-key: 83446BD38A3CEA449F33414E7BFBDF8E5E3C80A93C8ABDF7E24CBCA2FC6E22D1" 

Rate Limiting

Alvaria™ Cloud applies limits to the number of API calls a client can make on an endpoint within a specific time duration (e.g. seconds, minutes, etc.). Rate limits are a common practice to guarantee an equal level of service for all consumers of API endpoints. Rate limits are set for each category of endpoints. The value supplied in the required x-api-key header is used to keep track of how many requests a client has made on a specific endpoint. If the rate limits are exceeded the HTTP response code 429 Too Many Requests will be returned to the client. Rate limit headers are added to all API responses to enable clients to understand and control how often API requests can be initiated.

• X-RateLimit-Limit-{time duration}: Total number of requests that can be made on this endpoint in the time duration, where time duration is seconds, minutes, hours or days.
• X-RateLimit-Remaining-{time duration}: Total number of requests allowed in the time duration before the rate limit is exceeded, where time duration is seconds, minutes, hours or days.

Date/Time Fields

All date/time properties in the Alvaria™ Cloud API use the ISO 8601 standard. All date/time values are presented in a normalized manner using the UTC time zone. Therefore, there are no time zone designators. (Example: 1985-04-12T23:20:50.525Z).

Pagination

Within an organization, certain resources may have hundreds of managed instances (for example, users). To reduce network traffic and maximize API response performance, the system limits the number of results from GET operations. When a result set from a GET operation exceeds this limit, subsequent requests must be made to retrieve the entire result set. The Alvaria™ Cloud APIs provide the following query parameters to manage this pagination process:

• maxResults specifies a custom limit for the items returned in a GET response that is less than the system/API specific limit. This value is independent of the totalItems property and can be less than or equal to that value.
• startIndex indicates the beginning record to retrieve for the result set. This value is zero based.

The system will return the following response property to enable an application to navigate through multiple potential results from a single query:

• totalItems indicates the total number of records in the result set. This value is independent of the pagination property maxResults. The client can use this value to determine how many calls will be required to navigate through the entire result set.

Example Usage

The example scenario retrieves information on all the workTypes in the system where the system contains 50 workType instances.

Description	Request	Result
Initial request with no response limit	/provisioning/workTypes	totalItems=50, response contains 50 workType items
Initial request with response limit	/provisioning/workTypes?maxResults=5	totalItems=50, response contains 5 workType items
Request next set of results with response limit	/provisioning/workTypes?maxResults=5,startIndex=5	totalItems=50, response contains 5 workType items

Record Locking and Collision Resolution

The Alvaria™ Cloud APIs use an optimistic locking model in which every client/application instance assumes that it owns the record instance when making changes to an entity. To resolve collisions, the version property must contain the value returned from the GET call for the entity to change. If while processing a PATCH or PUT request, the version value included in the JSON sent does not match the version value in the record, a collision between two clients is assumed. The request returns the HTTP response code 409 Conflict and the client with the failed operation is required to reissue a GET call to pull a new copy of the entity from the system before attempting to update the record again.

Locating Alvaria™ Cloud OpenAPI Files

The Alvaria™ Cloud APIs are defined using version 2.0 of the OpenAPI specification. OpenAPI provides a language agnostic method for defining REST API endpoints. The Alvaria™ Cloud API contracts are defined in files listed below:

• Authorization
• Alvaria™ Cloud Authorization REST API
• Alvaria™ Cloud Provisioning REST API
• Alvaria™ Cloud Campaign REST API
• Alvaria™ Cloud Compliance REST API
• Alvaria™ Cloud Reporting REST API
• Alvaria™ Cloud Engagement Center REST API
• Alvaria™ Cloud Messaging REST API
• Alvaria™ Cloud Streaming REST API
• Alvaria™ Cloud Web Token Authorization Service API
• Alvaria™ Cloud Streaming Public Web Client REST API
• Alvaria™ Cloud Messaging Public Web Client REST API
• Alvaria™ Cloud Quality Management REST API
• Alvaria™ Cloud Customer Experience Context Cookies REST API
• Alvaria™ Cloud Customer Experience Disposable App REST API
• Alvaria™ Cloud AutoFacilitate REST API
• Alvaria™ Cloud AutoFacilitate Context Cookies REST API
• Alvaria™ Cloud Workforce Management REST API
• Alvaria™ Cloud Workforce Management Update REST API
• Alvaria™ Cloud Media Storage REST API
• Alvaria™ Cloud Email Queue REST API
• Alvaria™ Cloud Server Messaging REST API
• Alvaria™ Cloud User Management REST API

Client Code Generation

Many tools exist for auto generating client code from OpenAPI defined APIs, including the open source Swagger tool, CodeGen. Before generating code from the Alvaria™ Cloud swagger files, execute the following actions:

• Open the swagger file in a text editor.
• Navigate to the location in the file where the host property resides.
• Replace the text orgId with the customer specific Alvaria™ Cloud account identifier.
• Save the changes and close the file.

Troubleshooting

This section contains guidance on diagnosing issues related to various types of errors that may be returned from an Alvaria™ Cloud API call.

401 Errors

An API call will return an HTTP status of 401 for the following reasons:

• A missing or expired Oauth bearer token in the HTTP Authorization header. New tokens can be acquired through a call to the authorization endpoint as described in the Security section.
• The HTTP Authorization header for the request does not follow the form: Bearer {token}.
• The value specified in the x-api-key header is invalid. Ensure that the value passed in the x-api-key header field matches the value you received from Alvaria with the client id and secret.
• The bearer token does not contain a valid scope for the requested API call. Refer to the Security section to ensure that all required scopes are provided in the authorization request for the API calls you intend to make.

Deprecations

Active Deprecations

The following table lists endpoints that are currently deprecated and the date by which consumers need to be moved to the replacement endpoint:

REST Api	Deprecated Endpoint	Retirement Date	Replaced With	New Release Date
Streaming	POST /via/v2/organizations/{orgId}/streaming/session	09/30/2024	POST /via/v3/organizations/{orgId}/streaming/session	02/25/2023
Streaming	DELETE /via/v2/organizations/{orgId}/streaming/session	09/30/2024	DELETE /via/v3/organizations/{orgId}/streaming/session	02/25/2023
Streaming	GET /via/v2/organizations/{orgId}/streaming/events	09/30/2024	GET /via/v3/organizations/{orgId}/streaming/events	02/25/2023
Compliance	POST /via/v3/organizations/{orgId}/compliance/attemptTrackers	12/31/2025	POST /via/v4/organizations/{orgId}/compliance/attemptTrackers	10/02/2021
Compliance	GET /via/v3/organizations/{orgId}/compliance/attemptTrackers	12/31/2025	GET /via/v4/organizations/{orgId}/compliance/attemptTrackers	10/02/2021
Compliance	GET /via/v3/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}	12/31/2025	GET /via/v4/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}	10/02/2021
Compliance	PUT /via/v3/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}	12/31/2025	PUT /via/v4/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}	10/02/2021
Compliance	DELETE /via/v3/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}	12/31/2025	DELETE /via/v4/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}	10/02/2021
Compliance	POST /via/v3/organizations/{orgId}/compliance/convenientContactTimes	12/31/2025	POST /via/v4/organizations/{orgId}/compliance/convenientContactTimes	10/02/2021
Compliance	GET /via/v3/organizations/{orgId}/compliance/convenientContactTimes	12/31/2025	GET /via/v4/organizations/{orgId}/compliance/convenientContactTimes	10/02/2021
Compliance	GET /via/v3/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}	12/31/2025	GET /via/v4/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}	10/02/2021
Compliance	PUT /via/v3/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}	12/31/2025	PUT /via/v4/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}	10/02/2021
Compliance	DELETE /via/v3/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}	12/31/2025	DELETE /via/v4/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}	10/02/2021
Compliance	POST /via/v3/organizations/{orgId}/compliance/messageTrackers	12/31/2025	POST /via/v4/organizations/{orgId}/compliance/messageTrackers	10/02/2021
Compliance	GET /via/v3/organizations/{orgId}/compliance/messageTrackers	12/31/2025	GET /via/v4/organizations/{orgId}/compliance/messageTrackers	10/02/2021
Compliance	GET /via/v3/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}	12/31/2025	GET /via/v4/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}	10/02/2021
Compliance	PUT /via/v3/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}	12/31/2025	PUT /via/v4/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}	10/02/2021
Compliance	DELETE /via/v3/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}	12/31/2025	DELETE /via/v4/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}	10/02/2021
Compliance	POST /via/v3/organizations/{orgId}/compliance/contactAttempts	12/31/2025	POST /via/v4/organizations/{orgId}/compliance/contactAttempts	10/02/2021
Compliance	GET /via/v3/organizations/{orgId}/compliance/contactAttempts	12/31/2025	GET /via/v4/organizations/{orgId}/compliance/contactAttempts	10/02/2021
Compliance	GET /via/v3/organizations/{orgId}/compliance/complianceStatuses	12/31/2025	POST /via/v4/organizations/{orgId}/compliance/complianceStatuses	09/17/2024

• Refer to the Alvaria™ Cloud Streaming REST API document for details on migrating to the new version.
• Refer to the Alvaria™ Cloud Compliance REST API) document for details of replacement endpoints.

Deprecation History

• The regional API FQDN api.{region}.via.aspect-cloud.net was retired December 31, 2021 and replaced with the FQDN {orgId}.via.aspect-cloud.net.

• The following table lists endpoints that were previously retired and should no longer be used.

  REST Api	Retired Endpoint	Retirement Date	Replaced With	New Release Date
  Quality	GET /via/v2/organizations/{orgId}/quality/recordings	12/31/2021	GET /via/v3/organizations/{orgId}/quality/recordings	10/1/2020
  Quality	GET /via/v2/organizations/{orgId}/quality/recordings/{recordingId}/media	12/31/2021	GET /via/v3/organizations/{orgId}/quality/recordings/{recordingId}/media	10/1/2020

Changelog

May 2025

Additions

• Added new V3 endpoints for Media Storage API
  • objectKeys
    • GET /via/v3/organizations/{orgId}/mediaStorage/data/objectKeys
    • DELETE /via/v3/organizations/{orgId}/mediaStorage/data/objectKeys
  • signed URLs
    • GET /via/v3/organizations/{orgId}/mediaStorage/data/signedUploadUrl
    • GET /via/v3/organizations/{orgId}/mediaStorage/data/signedDownloadUrl
• Added new Outreach endpoints for callbacks and export import jobs:
  • callbacks
    • POST /via/v3/organizations/{orgId}/campaign/callbacks
  • jobs
    • GET /via/v3/organizations/{orgId}/campaign/jobs/exportableItems
    • GET /via/v3/organizations/{orgId}/campaign/jobs/importableItems
    • POST /via/v3/organizations/{orgId}/campaign/jobs/export
    • POST /via/v3/organizations/{orgId}/campaign/jobs/import
    • GET /via/v3/organizations/{orgId}/campaign/jobs
    • GET /via/v3/organizations/{orgId}/campaign/jobs/{jobId}
    • POST /via/v3/organizations/{orgId}/campaign/jobs/{jobId}/pause
    • POST /via/v3/organizations/{orgId}/campaign/jobs/{jobId}/resume
    • POST /via/v3/organizations/{orgId}/campaign/jobs/{jobId}/abort
    • POST /via/v3/organizations/{orgId}/campaign/jobs/{jobId}/conflict

October 2024

Additions

• Updated Deprecations for below v3 compliance endpoints
  • attemptTrackers
    • POST /via/v3/organizations/{orgId}/compliance/attemptTrackers
    • GET /via/v3/organizations/{orgId}/compliance/attemptTrackers
    • GET /via/v3/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}
    • PUT /via/v3/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}
    • DELETE /via/v3/organizations/{orgId}/compliance/attemptTrackers/{attemptTrackerId}
  • convenientContactTimes
    • POST /via/v3/organizations/{orgId}/compliance/convenientContactTimes
    • GET /via/v3/organizations/{orgId}/compliance/convenientContactTimes
    • GET /via/v3/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}
    • PUT /via/v3/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}
    • DELETE /via/v3/organizations/{orgId}/compliance/convenientContactTimes/{convenientContactTimeId}
  • messageTrackers
    • POST /via/v3/organizations/{orgId}/compliance/messageTrackers
    • GET /via/v3/organizations/{orgId}/compliance/messageTrackers
    • GET /via/v3/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}
    • PUT /via/v3/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}
    • DELETE /via/v3/organizations/{orgId}/compliance/messageTrackers/{messageTrackerId}
  • complianceStatuses
    • GET /via/v3/organizations/{orgId}/compliance/complianceStatuses
  • contactAttempts
    • POST /via/v3/organizations/{orgId}/compliance/contactAttempts
    • GET /via/v3/organizations/{orgId}/compliance/contactAttempts

August 2024

Additions

• Added new user management endpoints:
  • GET /via/v3/organizations/{orgId}/userManagement/users
  • POST /via/v3/organizations/{orgId}/userManagement/users
  • GET /via/v3/organizations/{orgId}/userManagement/users/{userId}
  • PUT /via/v3/organizations/{orgId}/userManagement/users/{userId}
  • DELETE /via/v3/organizations/{orgId}/userManagement/users/{userId}
  • POST /via/v3/organizations/{orgId}/userManagement/users/{userId}/suspend
  • GET /via/v3/organizations/{orgId}/userManagement/users/{userId}/managerOf
  • GET /via/v3/organizations/{orgId}/userManagement/users/{userId}/workforce/info
• Added new team management endpoints:
  • GET /via/v3/organizations/{orgId}/userManagement/teams
  • POST /via/v3/organizations/{orgId}/userManagement/teams
  • GET /via/v3/organizations/{orgId}/userManagement/teams/{teamId}
  • PUT /via/v3/organizations/{orgId}/userManagement/teams/{teamId}
  • DELETE /via/v3/organizations/{orgId}/userManagement/teams/{teamId}
  • GET /via/v3/organizations/{orgId}/userManagement/teams/{teamId}/members
  • GET /via/v3/organizations/{orgId}/userManagement/teams/{teamId}/managers
• Added new user bulk management endpoints:
  • GET /via/v3/organizations/{orgId}/userManagement/users/jobs/csv
  • GET /via/v3/organizations/{orgId}/userManagement/users/jobs
  • GET /via/v3/organizations/{orgId}/userManagement/users/jobs/upload/template
  • GET /via/v3/organizations/{orgId}/userManagement/users/jobs/modify/template
  • GET /via/v3/organizations/{orgId}/userManagement/users/jobs/delete/template
  • POST /via/v3/organizations/{orgId}/userManagement/users/jobs/upload
  • POST /via/v3/organizations/{orgId}/userManagement/users/jobs/modify
  • POST /via/v3/organizations/{orgId}/userManagement/users/jobs/delete
  • GET /via/v3/organizations/{orgId}/userManagement/jobs/{jobId}/status
  • GET /via/v3/organizations/{orgId}/userManagement/jobs/{jobId}/report
• The following changes introduced in Alvaria™ Cloud Compliance REST API guide:
  • Added POST /via/v4/organizations/{orgId}/compliance/complianceStatuses
  • Updated description of thresholdType for attemptTracker and messageTracker rules to indicate Day and Week rules will count contact attempts from 12:00AM of the given time zone

May 2024

Additions

• Added new endpoints for provisioning:
  • PUT /via/v2/organizations/{orgId}/provisioning/workTypes/{workTypeId}/workHandlerRules
  • PUT /via/v2/organizations/{orgId}/provisioning/users/{userId}/workHandlerRules

March 2024

• Added deprecations note on migration to new streaming V3 endpoints

Additions

• Added new endpoints for AutoFacilitate management:
  • /via/v2/organizations/{orgId}/autoFacilitate/execute/{wsn}
  • /via/v2/organizations/{orgId}/autoFacilitate/result/{wsn}/triggerUUID/{triggerUUID}
• Added new context cookies API endpoints for AutoFacilitate:
  • /via/v2/organizations/{orgId}/autoFacilitate/contextCookies/settings
  • /via/v2/organizations/{orgId}/autoFacilitate/contextCookies/customers
  • /via/v2/organizations/{orgId}/autoFacilitate/contextCookies/services

February 2024

• Updated Deprecations section

Additions

• Added new endpoints for compliance configuration management:
  • /via/v4/organizations/{orgId}/compliance/attemptTrackers/configurations
  • /via/v4/organizations/{orgId}/compliance/messageTrackers/configurations
  • /via/v4/organizations/{orgId}/compliance/exclusions/configurations
  • /via/v4/organizations/{orgId}/compliance/convenientContactTimes/configurations

November 2023

Additions

• Provisioning API
  • Added new endpoint for retrieving Outreach Email Work Types
  • Added language, transcription type fields to GET workTypes/{id} endpoint
  • Added isAuthenticated field to GET workTypes/{id}/workHandlerRules

August 2023

Additions

• Added new Engagement Center event in the Streaming API:
  • EventECMultiTaskingStatus - engagementCenter.MultiTaskingStatus
• Added new Provisioning API endpoints for managing User Skills
  • /via/v2/organizations/{orgId}/provisioning/skills
  • /via/v2/organizations/{orgId}/provisioning/skills/{skillId}
  • /via/v2/organizations/{orgId}/provisioning/users/{userId}/skills
• Added new Provisioning API endpoints for managing Hidden Work Types
  • /via/v2/organizations/{orgId}/provisioning/users/{userId}/hiddenWorkTypes
  • /via/v2/organizations/{orgId}/provisioning/users/{userId}/destinationWorkTypes
• Added new Provisioning API endpoints for managing Contact Data Definitions
  • /via/v2/organizations/{orgId}/provisioning/contactDataDefs
  • /via/v2/organizations/{orgId}/provisioning/contactDataDefs/{contactDataDefId}
  • /via/v2/organizations/{orgId}/provisioning/contactDataDefReservedWords
  • /via/v2/organizations/{orgId}/provisioning/contactDataDefReservedWords/{contactDataDefReservedWordId}
• Provisioning API, added additional WorkTypeStates 'failed' and 'wait'
• Added an optional query parameter 'attemptTrackerDescription' in following endpoints
  • GET /v3/organizations/{orgId}/compliance/attemptTrackers
  • GET /v4/organizations/{orgId}/compliance/attemptTrackers
• Added an optional query parameter 'messageTrackerDescription' in following endpoints
  • GET /v3/organizations/{orgId}/compliance/messageTrackers
  • GET /v4/organizations/{orgId}/compliance/messageTrackers
• Added an optional query parameter "productDescription" in GET /v3/organizations/{orgId}/compliance/quotaControls endpoint

April 2023

Additions

• Added new v2 Streaming Client endpoints:
  • /via/v2/organizations/{orgId}/streaming/subscriptions
  • /via/v2/organizations/{orgId}/streaming/subscriptions/{subscriptionId}

February 2023

Additions

• Added new Provisioning API endpoint:
  • /via/v2/organizations/{orgId}/provisioning/outreachSMSWorkType/{workTypeId}
• The following changes introduced in Compliance REST APIs:
  • Added 'enabled' property in v4 version of attemptTrackers and messageTrackers endpoints
  • Allowed 0 in numberOfAttempts property of v4 version of attemptTrackers and messageTrackers endpoints
  • Added 'restrictedRuleId' and 'restrictedRuleName' properties in v4 version of complianceStatuses endpoint response
• Added new v3 Streaming Client endpoints:
  • /via/v3/organizations/{orgId}/streaming/session
  • /via/v3/organizations/{orgId}/streaming/events
  • /via/v3/organizations/{orgId}/streaming/acknowledge - Acknowledge event(s) to remove from system queue.

Deprecations

• Streaming Client v2 REST APIs has been deprecated and will be retired in February 25, 2024. Please migrate to the v3 version of Streaming Client REST APIs.

October 2022

Additions

• Added new Authorization Management API:
  • /via/v2/oauth2/authorize - OAuth2 authorize endpoint
  • /via/v2/oauth2/token - OAuth2 token endpoint
  • /via/v2/oauth2/introspect - OAuth2 token introspection endpoint (tokenInfo)
  • /via/v2/oauth2/keys - Token signature verification public keys
• Added new v4 compliancehub endpoints:
  • /via/v4/organizations/{orgId}/compliance/jobs/exclusionsLoad
  • /via/v4/organizations/{orgId}/compliance/jobs/convenientContactTimesLoad
  • /via/v4/organizations/{orgId}/compliance/jobs/contactAttemptsLoad
  • /via/v4/organizations/{orgId}/compliance/jobs/{jobId}

September 2022

Additions

• Added an optional property in POST /v4/organizations/{orgId}/compliance/contactAttempts endpoint:
  • operationType - This control the operations to be performed.
• Added new Server Messaging API endpoint:
  • /via/v2/organizations/{orgId}/serverMessaging/session
  • /via/v2/organizations/{orgId}/serverMessaging/message
• Added new Provisioning API endpoints:
  • /via/v2/organizations/{orgId}/provisioning/workTypeGroups
  • /via/v2/organizations/{orgId}/provisioning/workTypeGroups/{workTypeGroupId}/workTypes
• Added a new field "workTypeGroupId" to below Provisioning API endpoint:
  • /via/v2/organizations/{orgId}/provisioning/workTypes/{workTypeId}

July 2022

Additions

• Added new Engagement Center events in the Streaming API:
  • EventECNewTeam - engagementCenter.NewTeam
  • EventECRemoveTeam - engagementCenter.RemoveTeam
  • EventECUpdateTeam - engagementCenter.UpdateTeam

May 2022

Additions

• Added new v3 campaign endpoints:
  • /via/v3/organizations/{orgId}/campaign/filters
  • /via/v3/organizations/{orgId}/campaign/schemaDefinitions

March 2022

Additions

• Added a new Engagement Center API endpoint:
  • /via/v2/organizations/{orgId}/engagementCenter/users/{userId}/keepAlive
• Added the corresponding Engagement Center event in the Streaming API:
  • EventECClientSessionKeepAlive - engagementCenter.ClientSessionKeepAlive
• Added the following Engagement Center events in the Streaming API which were previously not documented:
  • EventECAgentStatistics - engagementCenter.AgentStatistics
  • EventECEmailRemoved - engagementCenter.EmailRemoved
  • EventECRecordingState - engagementCenter.RecordingState

January 2022

Additions

• Added the following Public Chat Client endpoints for Web Chat and Web Voice Callback. These endpoints are used by the WebChatDemo SDK, but were previously not documented:
  • /via/v2/organizations/{orgId}/webToken/tokens
  • /via/v2/organizations/{orgId}/streaming/session/webClient
  • /via/v2/organizations/{orgId}/streaming/events/webClient
  • /via/v2/organizations/{orgId}/messaging/connect
  • /via/v2/organizations/{orgId}/messaging/pushUrl
  • /via/v2/organizations/{orgId}/messaging/dial
  • /via/v2/organizations/{orgId}/messaging/disconnect
  • /via/v2/organizations/{orgId}/messaging/scheduleCallBack

October 2021

Additions

• Added the following Consumers Financial Protection Bureau (CFPB) v4 endpoints:
  • /via/v4/organizations/{orgId}/compliance/attemptTrackers
  • /via/v4/organizations/{orgId}/compliance/convenientContactTimes
  • /via/v4/organizations/{orgId}/compliance/messageTrackers
  • /via/v4/organizations/{orgId}/compliance/complianceStatuses
  • /via/v4/organizations/{orgId}/compliance/contactAttempts

September 2021

Additions

• Added 'paused' as a new WorkTypeState enumerated value. The following endpoints are affected:
  • provisioning/users/{userId}/callBackWorkTypes
  • provisioning/users/{userId}/workTypes
  • provisioning/workTypes/{workTypeId}:
  • provisioning/users/{userId}/workTypes

May 2021

Additions

• Added v3 endpoint /campaign/timeZones
• New query parameter for existing v2 endpoint:
  • /campaign/timeZones - Added optional query parameter of countryCode

March 2021

Additions

• Added numerous new endpoints to manage compliance activities. For details please refer to the Compliance REST API Guide
• Added the following workforceapi updates v3 endpoints:
  • /workforce/adminCurrentTime
  • /workforce/checkerRequests/search
  • /workforce/checkerRequests/details/search
  • /workforce/idp/staffGroup/search
  • /workforce/idp/search
  • /workforce/idp/details/search
  • /workforce/segments
  • Added new scope: workforceapi.updates

October 2020

Additions

• Added the following recording control v3 endpoints:
  • /quality/recordings/pause
  • /quality/recordings/resume
  • /quality/recordings/status
  • Added new scope: qualityapi.recordingcommands
• Added the following email states in the /emailQueue/emails endpoint:
  • Invalid - unexpected state value is detected
    • Queued2 - additional state for tracking emails in queue
• Pagination query parameters are required by the /emailQueue/emails endpoint when retrieving 4,000+ records
• Added a property for EmailList in the /emailQueue/emails endpoint:
  • version - the release version of Alvaria™ Cloud
• Split the Customer Experience REST API into two APIs
  • renamed the existing Context Cookies API to Customer Experience Context Cookies REST API
    • added scope customerexperienceapi.contextcookies
  • added a new API for the CX Disposable App, Customer Experience Disposable App REST API
    • added scope customerexperienceapi.disposableapp
• Added the following campaign v2 endpoints:
  • /campaign/purposes
  • /campaign/geocodeTemplates
  • /campaign/dispositions
  • /campaign/numberTypes
• Added the following engagementCenter v2 endpoints:
  • /via/v2/organizations/{orgId}/engagementCenter/interactions/{interactionId}/callback
  • /via/v2/organizations/{orgId}/engagementCenter/users/{userId}/voicemailForwarded
  • /via/v2/organizations/{orgId}/engagementCenter/users/{userId}/voicemailUpdated

Base URLs:

• https://orgId.via.aspect-cloud.net

License: Creative Commons Attribution 4.0 International Public License