Task

The Task API allows applications to submit multichannel customer requests to Unified CCE to be routed to contact center agents. The API works in conjunction with a task feed, campaigns, and a Connection to Unified CCE Notification. This API is XML-based and not authenticated. If Customer Collaboration Platform is unavailable due to an internal error and recovers, it resubmits the tasks that are in unread or queued state to Unified CCE without user intervention.

You can use the API to poll the status of the request (including the estimated wait time) and to cancel previous requests.

Before you create a task request, assign a task request feed (type 12) to a campaign (see Feeds) and have a Connection to CCE notification setup. The notification is triggered by a specific tag that is automatically created in the task. See Notification Rule.

The response of the create task contains a URL in the location field that applications can use to retrieve the status of the task request, including the estimated wait time. The URL is available until the request is cancelled or until no polling is detected for at least five minutes.