POST

Sends the XML body of a contact to Customer Collaboration Platform to make a callback request.

Alternatively, GET can be used to create a callback request. GET uses UTF-8 encoded URL parameters to provide the parameters required for the contact. See GET (Create Callback Request).

Note

The variables cv_1 to cv_10 are included as call variables when Customer Collaboration Platform initiates a callback request with Unified CCE. All variables starting with "user_" are included as expanded call context (ECC) variables when Customer Collaboration Platform initiates a callback request with Unified CCE.

URL:

https://<ServerIP>:<Port>/ccp/rest/callback/feed/<callbackFeedId>

The <callbackFeedId> specifies the callback feed to target for the callback request.

HTTPS method:

POST

Example XML request payload:

<Contact> 
  <name>name</name> 
  <title>title</title> 
  <description>description</description> 
  <mediaAddress>phoneNumber</mediaAddress> 
  <tags> 
    <tag>tag1</tag> 
    <tag>tag2</tag> 
  </tags> 
  <variables> 
    <variable> 
      <name>cv_[1-10]</name> 
      <value>callVariableValue</value> 
    </variable> 
    <variable> 
      <name>user_(eccVariableName)</name> 
      <value>eccVariableValue</value> 
    </variable> 
    <variable> 
      <name>anythingElseExtensionFieldName</name> 
      <value>anythingElseExtensionFieldValue</value> 
    </variable> 
  </variables> 
</Contact>

Note	The contact name, title, and mediaAddress (the phone number to be called) are required to create the request.

A reference URL to the contact is returned in the location field in the header:

https://<ServerIP>:<Port>/ccp/rest/callback/contact/ 6EEF968810000132000015F60A568DFB

Response codes:

201 Created

400 Bad Request

See HTTPS Responses for more information about the response codes.

Extension fields, call variables, and ECC variables :

An associated callback contact exists in Customer Collaboration Platform for every contact that is processed by the callback API. All of the variables associated with the contact in the create request are included as extension fields in the Customer Collaboration Platform callback contact. For example, a contact with the following XML:


<Contact>
  <name>Customer</name>
  <title>Help</title>
  <mediaAddress>5551212</mediaAddress>
  <variables>
    <variable>
      <name>cv_7</name>
      <value>test7</value>
    </variable>
    <variable>
      <name>user_user.callback.test</name>
      <value>ct7</value>
    </variable>
    <variable>
      <name>location</name>
      <value>Boston, MA</value>
    </variable>
  </variables>
</Contact>

results in the following Customer Collaboration Platform callback contact being created:


<SocialContact>
  <author>Customer</author>
  <title>Help</title>
  <description/>
  <extensionFields>
    <extensionField>
      <name>mediaAddress</name>
      <value>5551212</value>
    </extensionField>
    <extensionField>
      <name>location</name>
      <value>Boston, MA</value>
    </extensionField>
    <extensionField>
      <name>cv_7</name>
      <value>test7</value>
    </extensionField>
    <extensionField>
      <name>user_user.callback.test</name>
      <value>ct7</value>
    </extensionField>
    <extensionField>
      <name>ewt</name>
      <value>8</value>
    </extensionField>
  </extensionFields>
  <status>handled</status>
  <statusReason>externally_handled</statusReason>
</SocialContact>

Note	This example does not include all Customer Collaboration Platform callback contact attributes.

All variables pulled from contact XML are stored as extension fields in the Customer Collaboration Platform callback contact. The variables cv_1 to cv_10 are treated as call variables. All variables starting with "user_" are treated as ECC variables. The "cv_" and "user_" prefixes are not case-sensitive.

This example shows how to set call variable 7 to "test7", ECC variable user_user.callback.test to "ct7", and the extension field location to Boston.


<Contact>
  <name>Customer</name>
  <title>Help</title>
  <mediaAddress>5551212</mediaAddress>
  <variables>
    <variable>
      <name>cv_7</name>
      <value>test7</value>
    </variable>
    <variable>
      <name>user_user.callback.test</name>
      <value>ct7</value>
    </variable>
    <variable>
      <name>location</name>
      <value>Boston</value>
    </variable>
  </variables>
</Contact>