Purpose

This method retrieves the Interaction unique ID of the Interaction to which a phone number is allocated. This enables the agent taking the call to view the Interaction history in the Agent Application. The search for the Interaction unique ID is done according to a given caller attribute.

Invoking the Method Using REST

URL Syntax and Example

You can get an Interaction unique ID by passing a known caller attribute in the URL. Supported caller attributes are:

  • DTMF: The DTMF code that is passed with the customer's call. This attribute is supported only when Direct Dial with DTMF Code is selected as the Call Now handling method. The attribute is not modifiable. It is allocated automatically as the DTMF Read Only variable.
  • Call Return Number: The number entered by the customer as part of a request for a callback. The attribute is not modifiable. It is allocated automatically as the Call Return Number Entered Read Only variable.
  • Caller ID: This attribute is supported when the DNIS Service Application is used to handle calls from Interaction users. The value of the attribute is usually the phone number to which the user dialed. The attribute is not modifiable. During the DNIS Manager or DNIS As a Service flow, it is allocated automatically as the Click to Call Caller ID Read Only variable.
  • History Search ID: This attribute can be used when the call center has passed a unique identifier in the historySearchId  parameter for the Interaction instance URL, and/or when the historySearchId system variable has been allocated a value in the Interaction. (If the variable is allocated more than once, the latest value is used.)

The different syntaxes are: 

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/uniqueId/dtmf/{dtmf}

https://gointeract.io/interact/agent/version/2/account/12345678/uniqueId/dtmf/4567

OR

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/uniqueId/callReturn/{callReturnNumber}

https://gointeract.io/interact/agent/version/2/account/12345678/uniqueId/callReturn/
2121234567

OR

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/uniqueId/clickToCall/{callerId}

https://gointeract.io/interact/agent/version/2/account/12345678/uniqueId/clickToCall/
%2B12121234567 

OR

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/uniqueId/historySearchId/{Id}

https://gointeract.io/interact/agent/version/2/account/12345678/uniqueId/historySearchId/
744907dd90-6b2e7b816f538cd 

Note: If your number includes a + sign, make sure that URL encoding is properly encoded. For example, URL encoding for the number +12121234567 is %2B12121234567.

Extended Searches

By default, the API returns Interaction instances that have been completed within the past three months. If required, a parameter called widerSearch can be appended to the URL to extend the scope of the search to the past year. The syntax for an extended search is:

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/uniqueId/dtmf/{dtmf}?widerSearch=true

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/uniqueId/callReturn/{callReturnNumber}?widerSearch=true

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/uniqueId/clickToCall/{callerId}?widerSearch=true

http(s)://[host:port]/interact/agent/version/[version]/account/ [accountID]/uniqueId/clickToCall/{historySearchId}?widerSearch=true

HTTP Method

GET

HTTP Headers

Tenant-Id: <account>
Application-Key: <Public API Service application key>

When working in a Multi Environment configuration, the Header must include the name of the current environment:

Environment-Name: <environment-name>

Expected Responses

Response Scenario Status Code/Header Example Message
Success (unique ID is returned) 200 <id>
Invalid security headers 401
"Unauthenticated-Reason" Header
{
"code":"0x7000000",
"message": "Request is unauthorized, missing or wrong credentials",
"moreInfoUrl":"http://www.jacada.com/support",
}
UUID for given caller attribute not found 404 "UUID for attribute <attribute search> was not found"

Invoking the Method Using SOAP

You can get an Interaction unique ID by passing a known caller attribute in the body of the SOAP request. The following caller attributes are specified in the WSDL file:

  • DTMF: The DTMF code that is passed with the customer's call. This attribute is supported only when Direct Dial with DTMF Code is selected as the Call Now handling method. The attribute is not modifiable. It is allocated automatically as the DTMF Read Only variable.
  • Call Return Number: The number entered by the customer as part of a request for a callback. The attribute is not modifiable. It is allocated automatically as the Call Return Number Entered Read Only variable.
  • Caller ID: This attribute is supported when the DNIS Service Application is used to handle calls from Interaction users. The value of the attribute is usually the phone number to which the user dialed. The attribute is not modifiable. During the DNIS Manager or DNIS As a Service flow, it is allocated automatically as the Click to Call Caller ID Read Only variable.
  • History Search ID: This attribute can be used when the call center has passed a unique identifier in the historySearchId  parameter for the Interaction instance URL, and/or when the historySearchId system variable has been allocated a value in the Interaction. (If the variable is allocated more than once, the latest value is used.)

Extended Searches

By default, the API returns Interaction instances that have been completed within the past three months. If required, a parameter called widerSearch can be passed in the request body to extend the scope of the search to the past year.

WSDL URL
https:/gointeract.io/interact/version/2/agent/soap/agent.wsdl

Headers

Tenant-Id: <account>
Application-Key: <Public API Service application key>

When working in a Multi Environment configuration, the Header must include the name of the current environment:

Environment-Name: <environment-name>

Input Parameters

Parameter Description
searchCreteria The caller attribute to be used for the search.
searchValue The input parameter to be used for the search (e.g., ANI).
widerSearch A boolean specifying whether the search involves data from the past 3 months (false) or the past 12 months (true). 

Sample Request

In the following example, the ANI is the historySearchId for the Interaction instance.

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" 
xmlns:soap="http://com/jacada/interact/agent/soap">
<soapenv:Header/>
<soapenv:Body>
<soap:GetInteractionUniqueIdRequest>
<soap:searchCreteria>historySearchId</soap:searchCreteria>
<soap:searchValue>0523331010</soap:searchValue>
<soap:widerSearch>false</soap:widerSearch>
</soap:GetInteractionUniqueIdRequest>
</soapenv:Body>
</soapenv:Envelope>

Expected Responses

Response Scenario Example Message
Success (unique ID is returned) <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
    <SOAP-ENV:Header/>
    <SOAP-ENV:Body>
        <ns2:GetInteractionUniqueIdResponse xmlns:ns2="http://com/jacada/interact/agent/soap">
            <ns2:uniqueId>4df73e86-b7df-45da-b823-ed1f980d430b</ns2:uniqueId>
        </ns2:GetInteractionUniqueIdResponse>
    </SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Invalid security headers <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
    <SOAP-ENV:Header/>
     <SOAP-ENV:Body>
        <SOAP-ENV:Fault>
            <faultcode>0x7000000</faultcode>
            <faultstring>Request is unauthorized, missing or wrong credentials</faultstring>
        </SOAP-ENV:Fault>
    </SOAP-ENV:Body>
</SOAP-ENV:Envelope>
UUID for given caller attribute not found <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/">
    <SOAP-ENV:Header/>
    <SOAP-ENV:Body>
        <ns2:GetInteractionUniqueIdResponse xmlns:ns2="http://com/jacada/interact/agent/soap">
            <ns2:uniqueId>UUID for history search <historySearchId> was not found</ns2:uniqueId>
        </ns2:GetInteractionUniqueIdResponse>
    </SOAP-ENV:Body>
</SOAP-ENV:Envelope>

 

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