A new REST integration point is created using the New REST Integration Point wizard. The process involves providing a REST service URL, selecting a request type, and defining the request headers and body (if required). The URL, headers and body may all contain parameters. Request and response parameters can be mapped to Interaction Server variables, so a web service call with those variables can be activated from a running Interaction.
A REST integration point response can be configured using one of the following options:

  • Basic response mapping: The response is mapped into a single variable (simple, custom, or collection).

  • Advanced JSON/XML response mapping: Enables parsing of a JSON or XML responses into separate variables. Advanced mapping is useful when the required variable is part of a complex type. Multiple parameters and variables can be defined.

The parameter name is an element inside the JSON or XML response. For example:

{
   customer:
 {
   ssn: 12345678,
         name: smith,
         address : 
         {
            zip: 1234
                 state: NY        
         }        
 }
}

To access specific fields inside a complex response, dot notation can be used. For instance, in the above example you can use customer.ssn to get to an ssn field inside a customer object, and then map it to a TEXT variable. To access an address field, you can use customer.address, and map it to a matching custom variable type.

Note: When working with REST integration points, it is recommended that only string parameter types be passed to the integration point.

To add a REST integration point (User type)

  1. At the top of the Integration Points page, click Add, and then select REST.
    The New REST Integration Point wizard opens.

  2. Configure the following settings, as required. (The Request Type and Headers/Body are not mandatory.)
    • REST URL: The URL format may include parameters in brackets, such as: http(s)://[host]:[port]/[app name]/version/[version]/account/[accountId]/interaction/[interactionId]/[interactionInstanceId]/[elementId]
      Note: The Interact Platform will URL encode the parameters before passing them to the Integration Point.
    • Request Type: Select the required type from the dropdown list (GET, POST, PUT, DELETE).
    • Request Headers/Body: These may include parameters in brackets such as: content-type:{$type}.
    • Integration Point Type: Select User.
  3. Click Next.
    The Request page is displayed.

  4. For each parameter, in the Variable Type column, select the appropriate parameter type. Then, if desired, in the Variable Name column, change the default name to a more meaningful name. The name assigned in this column is the one displayed to users in the Interaction Designer.
    Note: Request parameters in the URL are automatically URL encoded before being sent. If these parameters contain non-English letters and/or special characters, make sure that the receiving web service will perform URL decoding.
  5. Click Next.
    The Response page is displayed, with basic response mapping displayed by default.
    • To use basic response mapping: From the Variable Type dropdown, select the appropriate parameter type.
      If you select a collection, be sure to specify the type from the Type dropdown list. Either simple types or custom types may be used.
      If you select a custom type, verify that the fields (i.e., keys) of the selected custom type are an exact match to the data that is returned in the JSON response.
      Note: For details about creating new custom types and advanced mapping of custom types, refer to Working with Custom Types in REST IP Responses.


      In the Variable Name column, enter a meaningful name for the variable. The name assigned in this column is the one displayed to users in the Interaction Designer
    • To use advanced response mapping: Click the link at the bottom of the page. For each parameter, enter a parameter name and variable name, and select the appropriate variable type. (Refer to the examples provided before the procedure.) To add a new row, click Add.

  6. Click Next.
    The Definition page is displayed, listing the request and response parameters.
  7. At the top of the page, enter a relevant name and description in the appropriate fields. Then, click Create.
    A confirmation message appears, and the Finished page is displayed.
  8. To exit the wizard, click Done.
    Note: If desired you may test the integration point by clicking Test. This navigates you to the Test Integration Point page. For details, refer to Testing Integration Points.

Custom Validation Integration Points
This type of integration point is used for validating an end user's answer to an Input question. Designers select the relevant custom validation integration point as part of building the validation settings for the Input question.

Custom validation Integration Points return two values:

  • Boolean: A flag that indicates whether the input is valid or not.
  • String: An error message to be displayed when input is invalid.

To add a REST integration point (Custom Validation system type)

  1. At the top of the Integration Points page, click Add, and then select REST.
    The New REST Integration Point wizard opens.
  2. Configure the following settings, as required. (The Request Type and Headers/Body are not mandatory.)
    • REST URL: The URL format may include parameters in brackets. Be sure to append [input] to the URL.
      Note: The Interact Platform will URL encode the parameters before passing them to the Integration Point.
    • Request Type: Select the required type from the dropdown list (GET, POST, PUT, DELETE).
    • Request Headers/Body: These may include parameters in brackets such as: content-type:{$type}.
    • Integration Point Type: Select Custom Validation.

  3. Click Next.
    The Request page is displayed, with the input parameter name listed by default.

  4. For each parameter, in the Variable Type column, select the appropriate parameter type. Then, if desired, in the Variable Name column, change the default name to a more meaningful name. The name assigned in this column is the one displayed to users in the Interaction Designer.
  5. Click Next.
    The Response page is displayed, with the following parameter types displayed by default:
    • Boolean: A flag that indicates whether the input is valid or not.
    • String: An error message to be displayed when input is invalid.

  6. In the Parameter Name column, enter meaningful names for the response parameters. The names assigned in this column are the ones displayed to users in the Interaction Designer.
  7. Click Next.
    The Definition page is displayed, listing the request and response parameters.

  8. At the top of the page, enter a relevant name and description in the appropriate fields. Then, click Create.
    A confirmation message appears, and the Finished page is displayed.

  9. To exit the wizard, click Done.
    Note: If desired you may test the integration point by clicking Test. This navigates you to the Test Integration Point page. For details, refer to Testing Integration Points.

Callback Integration Points
This type of integration point is used when the Call Return handling method is External Service. When the customer clicks Request Callback, the integration point is invoked to call an external web service that schedules the callback. The web service called should be one that provides CTI services (e.g., Twilio, Avaya Callback, Cisco Courtesy Callback, etc.). A callback integration point specifies the endpoint URL to be used, and the specific request to be sent. Specific request parameters can be selected from a set of specific variables (such as User Entered Phone Number). These are listed on the Request tab of the wizard.

As part of the request, the Unique Interaction ID is saved, ensuring that full Interaction data can be accessed by the agent who gets the call.
Since callback integration points do not contain response parameters, there is no Response tab in this wizard.

To add a REST integration point (Callback system type)

  1. At the top of the Integration Points page, click Add, and then select REST.
    The New REST Integration Point wizard opens.
  2. Configure the following settings:
    • REST URL: The URL format may include parameters in brackets. Be sure to append [input] to the URL.
      Note: The Interact Platform will URL encode the parameters before passing them to the Integration Point.
    • Request Type: Select the required type from the dropdown list (GET, POST, PUT, DELETE).
    • Request Headers/Body: Include request parameters in brackets, e.g., {$PhoneNumber}.
    • Integration Point Type: Select Callback.

  3. Click Next.
    The Request page is displayed, with the input parameter name(s) listed by default.

  4. For each parameter, in the Values column, select a value from the list (all system variables are listed), or enter free text (the parameter will be mapped to a hard coded value).
  5. Click Next.
    The Definition page is displayed, listing the request parameters.

  6. At the top of the page, enter a relevant name and description in the appropriate fields. Then, click Create.
    A confirmation message appears, and the Finished page is displayed.

  7. To exit the wizard, click Done.
    Note: If desired you may test the integration point by clicking Test. This navigates you to the Test Integration Point page. For details, refer to Testing Integration Points.

Revision:

Comments