Agent API

URL

Operations

• create: Creates an agent.

• delete: Marks one agent for deletion, but does not permanently delete the agent.

  Note	When you delete a supervisor's record in Packaged CCE, the corresponding user account in Unified Intelligence Center is also deleted. When you delete an agent record, its association with the teams is removed and the same is updated in the corresponding collection in Unified Intelligence Center.

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

• list: Retrieves a list of agents.

  • Query parameters:

    • Summary list: See list.

• update: Updates one agent.

  Note

  When you change the team association for an agent or supervisor in Packaged CCE, the same change is updated in the corresponding collection in Unified Intelligence Center. When you change the username and team association for a supervisor's record, the same changes are also updated in the corresponding user account in Unified Intelligence Center. For an existing supervisor's record in Packaged CCE, if the value for the Supervisor parameter is set to false, the corresponding user account is deleted from Unified Intelligence Center.

Parameters

• refURL: The refURL for the agent. See Shared Parameters.

• agentId: The unique peripheral number. Maximum length of 11 characters allowed. The default is an autogenerated 7-digit number.

• changeStamp: See Shared Parameters.

• description: See Shared Parameters.

• agentStateTrace: Indicates if agent state tracing is turned on for the agent. True or false.

• agentDeskSettings: A reference to the agent's agentDeskSettings, including the refURL and name. See References.

• peripheral: Required for Create API only but not-required for Update API. Includes the following parameters:

  • id: A mandatory field for Create API only. Peripheral's ID under which the new agent exists. This value is not allowed to be changed or updated.

• department: Ignored for Create and Update APIs.

• name: The agent's enterprise name. It is autogenerated if not explicitly set. This name can be updated.

• person: Required. Includes the following parameters:

  • firstName: Agent's first name. Maximum of 32 characters. International characters are allowed.

  • lastName: Agent's last name. Maximum of 32 characters. International characters are allowed.

  • password: Agent's password. Maximum of 256 ASCII characters. The password is case-sensitive. Password can be used when creating or updating, but is not returned.

    If the ssoEnabled parameter is set to true, the password is not saved.

    If the ssoEnabled parameter is set to true, the password is not saved.

  • userName: Agent's login name. Maximum of 255 ASCII characters. Must be unique. For supervisors and for agents with single sign-on (SSO) enabled, the username is the user's Active Directory or SSO account username.

  • loginEnabled: Whether the agent can log in. True or false. Default is true.

  • ssoEnabled: Whether single sign-on is supported at the agent level. True or false. Default is false. This parameter takes effect only when the global level SSOEnabled is mixed.

  • changeStamp: Mandatory for any person Update action.

  • emailAddress: The email address of the person. It can be updated.

  • description: Optional. Person's description. It can be updated.

  • department: Ignored for Create, Update, and Read APIs.

• supervisor: Required. Indicates whether the agent is marked as supervisor. True or false.

  If set to true, the person userName is used for the supervisor username and domain.

• agentAttributes: A collection of agent attribute (Attribute API) references for this agent, including the refURL, and read-only parameters name, dataType, and description for each associated attribute. Also includes the attributeValue parameter which indicates the value (true or false or 1-10), and description of the attribute for this agent. See References.

• agentAttributesAdded: A collection of agent attribute references (Attribute API) to be added to the agent, including the agent refURL and the attributeValue of each attribute. If the attributeValue is not specified, it is assigned the default value. Agents that already have this attribute are updated with the specified attributeValue. This parameter is update only, and cannot be used with the agentAttributes parameter. This parameter can be used with the agentAttributesRemoved parameter. See References.

• agentAttributesRemoved: A collection of agent attribute references (Attribute API) to be removed from the agent, including the refURL of each attribute. This parameter is update only, and cannot be used with the agentAttributes parameter. This parameter can be used with the agentAttributesAdded parameter. See References.

• selectedAttribute: Indicates if the agent has the specified attribute. Returned only when using the selectedAttribute query parameter. True or false.

• skillGroups: A collection of skill group references for this agent (Skill Group API), including the refURL and name of each associated skill group. See References.

• skillGroupsAdded: A collection of skill group references to be added to the agent, including the refURL of each skill group to be added. This parameter is update only, and cannot be used with the skillGroups parameter. This parameter can be used with the skillGroupsRemoved parameter. See References.

• skillGroupsRemoved: A collection of skill group references to be removed from the agent, including the refURL of each skill group to be removed. This parameter is update only, and cannot be used with the skillGroups parameter. This parameter can be used with the skillGroupsAdded parameter. See References.

• defaultSkillGroup: A reference to a skill group, including the refURL and name. Identifies the default skill group associated with this agent. See References

  .

• selectedSkillGroup: Indicates if the agent has the specified skill group. Returned only when using the selectedSkillGroup query parameter. True or false.

• agentTeam: A reference to the agent's team (Agent Team API), including the refURL and name. See References.

• supervisorTeams: If this agent has supervisor access, this collection of references is for this supervisor's teams, including the refURL and name of each supervised team. See References.

Search and Sort Values

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

See Search and Sort.

Advanced search parameters

There are several advanced searches you can perform on the Agent API, including supervisor, attributes, skillgroups, team, data centers, and include and exclude (agentId).

• supervisor: (true/false) Find agents that are (or are not) supervisors.

  • q=supervisor:true Returns all agents who are supervisors.

  • q=supervisor:false Returns all agents who are not supervisors.

• eceagent: (true/false) Find agents that are (or are not) Enterprise Chat and Email (ECE) agents.

  • q=eceagent:true Returns all ECE agents.

  • q=eceagent:false Returns all agents who are not ECE agents.

• attributes: (attr1 & attrt2 & attr3, ...) find all agents that have all the specified attributes. Up to 10 attributes can be specified. The attribute names are fully matched.

• skillgroups: (skill1 & skill2 & skill3,...) find all agents that have all the specified skillgroups. Up to 10 skillgroups can be specified. The skill group names are fully matched.

• team: (team1|team2|team3, ...) find all agents who belong to any of the specified teams. Up to ten team names can be specified. The team name is fully matched.

• datacenters: (dc1|dc2|dc3...) which returns all agents who belong to any of the specified data centers. Up to three data centers can be specified. The data center names are fully matched (case-insensitive, no partial matches). Searching for "core" returns all machines in the core data center.

• peripheralsets: (ps1|ps2|ps3...) returns the agents specific to the peripheral sets in 4000 Agents/12000 Agents deployment. The peripheral set names are fully matched (case-insensitive, no partial matches).

Example Get Response

  <agent>
        <changeStamp>2877</changeStamp>
        <refURL>/unifiedconfig/config/agent/5017</refURL>
        <agentId>8006</agentId>
        <agentStateTrace>false</agentStateTrace>
        <peripheral>
             <id>5000</id>
             <name>CUCM_PG_1</name>
        </peripheral>
        <description>an agent</description>
        <person>
             <firstName>Agent2</firstName>
             <lastName>Agent2</lastName>
             <loginEnabled>true</loginEnabled>
             <userName>Agent2@cisco.com</userName>
             <password>mypassword</password>
             <ssoEnalbed>false</ssoEnabled>
       </person>
        <agentDeskSettings>
             <name>test2</name>
             <refURL>/unifiedconfig/config/agentdesksetting/5434</refURL>
        </agentDeskSettings>
        <supervisor>true</supervisor>
        <agentAttributes>
               <agentAttribute>
                    <attribute>
                        <refURL>/unifiedconfig/config/attribute/5004</refURL>
                        <name>Sales</name>
                        <dataType>4</dataType>
                        <description>Sales proficiency</description>
                    </attribute>
                    <attributeValue>8</attributeValue>
                    <description>masters certification</description>
              </agentAttribute>
         </agentAttributes>
         <skillGroups>
             <skillGroup>
                 <refURL>/unifiedconfig/config/skillgroup/5229</refURL>
                 <name>Support</name>
             </skillGroup>
        </skillGroups>

        <defaultSkillGroup>
             <refURL>/unifiedconfig/config/skillgroup/5229</refURL>
             <name>Support</name>
        </defaultSkillGroup>

         <agentTeam>
             <refURL>/unifiedconfig/config/agentteam/5003</refURL>
             <name>theTeam</name>
         </agentTeam>
         <supervisorTeams>
             <supervisorTeam>
                <refURL>/unifiedconfig/config/agentteam/5003</refURL>
                <name>theTeam</name>
             </supervisorTeam>
             <supervisorTeam>
                <refURL>/unifiedconfig/config/agentteam/5006</refURL>
                <name>theBTeam</name>
             </supervisorTeam>
        </supervisorTeams>
  </agent>