PUT (Requeue Email)

Update an existing email contact for requeue.

Agents use the requeue feature to requeue email contacts to a different Contact Service Queue (CSQ). When email contacts are requeued, the from address in the reply must be set to the address that corresponds to the feed associated with the CSQ to which the contact is requeued. For more information, refer to your Unified Contact Center Express documentation.

URL:

https://<ServerIP>:<Port>/ccp-webapp/ccp/socialcontact/<id>/requeue

HTTPS method:

PUT

Input/Output format:

XML

Parameters:

  • statusTimestamp (required). The timestamp of the last change of the social contact, which is returned in a GET request.

  • status (optional). The status to set for the email contact. Customer Collaboration Platform only accepts a status of RESERVED (combined with a statusReason that indicates that the contact is being rerouted) and rejects any other status.

    The status parameter is case-sensitive.

  • extensionFields

    The following extensionField is required

    • feedTag. Provide a key-value pair with the key feedTag and a value that indicates the unique tag configured for the feed that corresponds to the CSQ to which the agent or Unified CCX wants to requeue the email contact.

  • statusReason (required, case-insensitive). The reason that the contact is requeued. Valid values are as follows:

    • EMAIL_REQUEUE_TRANSFER. This reason is used when the client requeues the contact.

    • EMAIL_REQUEUE_AGENT_DISCONNECTED. This reason is used to requeue the contact when an agent is disconnected.

Note

When the state of an email contact is RESERVED and the statusReason is a requeue reason, this API rejects any new requeue request for the same contact. After the rerouted contact is accepted by an agent and the statusReason is updated to a reason that is not a requeue reason, the contact can be requeued.

This API uses the feedTag parameter to find the feed with that tag in the database. Each email feed has only one unique tag. The API then populates the ID of the feed into the requeueFeedId extension field. The reply template uses the requeueFeedId to look up the from address to use to reply to the customer.

If the API does not find a feed with the indicated feedTag, the requeue proceeds without populating or overwriting the requeueFeedId extension field. Therefore, the reply template does not have the new from address for the reply. The reply contains the last valid from address.

If more than one feed exists with the tag indicated in the feedTag parameter, the API populates or overwrites the requeueFeedId with the first match that it finds.

The API does not delete any existing extension fields. The API preserves existing extension fields and merges in any newly-provided extension fields (with the exception of the requeueFeedId extension field as described in the previous cases).

Example XML request payload : 

<SocialContact>
  <extensionFields>
    <extensionField>
      <name>feedTag</name>
      <value>email_csq3</value>
    </extensionField>
  </extensionFields>
  <statusReason>email_requeue_transfer</statusReason>
  <statusTimestamp>140580003345</statusTimestamp>
</SocialContact>

HTTPS response headers:

A 200 OK header is returned on success.

A 4xx Bad Response is returned if

  • The contact does not exist.

  • The contact is not of sourceType email.

  • A statusTimestamp mismatch exists.

  • The provided status is not RESERVED.

  • The current status of the contact is not RESERVED.

  • The statusReason is not valid.

  • The current statusReason is already a requeue reason.

  • The required extension field (feedTag) is missing.

Note

For multisession contacts, the status update uses the scId of the contact as its statusUserId.

Example XML response payload : 

<SocialContact>
  <extensionFields>
    <extensionField>
      <name>emailUniqueId</name> 
      <value>101</value> 
    </extensionField>
    <extensionField> 
      <name>emailReplyTo</name> 
      <value>Breakfast Club < bclub@email13.sm ></value> 
    </extensionField>         
    <extensionField> 
      <name>feedTag</name> 
      <value>email_csq3</value> 
    </extensionField>              
    <extensionField> 
      <name>requeueFeedId</name> 
      <value>10001</value> 
    </extensionField>  
  </extensionFields>   
  <refURL> https://[Server]:[Port]/ccp-webapp/ccp/socialcontact/
   91C52DD610000147000001940A56866</refURL>        
  <status>reserved</status>  
  <statusReason>email_requeue_transfer</statusReason>  
  <statusTimestamp>1407600001015</statusTimestamp>  
  <statusUserId>91c52dd610000147000001940a568665</statusUserId>
</SocialContact>