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# Omnichannel Integrations

Omnichannel Integration entries define communication settings for external communication channels, which then allows the application to report on them.

# Supported Operations

The list of currently supported Omnichannel Integration configuration entry operations is provided below. Operations related to Omnichannel Integrations start with an “OmniChannelInt” prefix.

Operation Name Operation Description
OmnichannelIntAdd Adds a new Omnichannel Integration entry.
OmnichannelIntChange Changes an existing Omnichannel Integration entry.
OmnichannelIntDelete Deletes an existing Omnichannel Integration entry.
OmnichannelIntInfo Get information about an Omnichannel Integration entry.
OmnichannelIntList List all Omnichannel Integration entries configured against a specific Telephony Server and/or Partition assignment scope.

# Configuring Omnichannel Integrations

# Omnichannel Integration Request Parameters

Parameters used within OmniChannelIntAdd, OmniChannelIntChange, OmniChannelIntDelete, OmniChannelIntList, and OmniChannelIntInfo operations are listed within the table below, which indicates whether the corresponding Property is supported for a specific telephony platform type.

To learn more about OmniChannelIntXXX parameters, please refer to the “Omnichannel Integration Properties” sub-section of the “Configuration-Specific Properties” chapter.

# Read-Only Properties After Initial Creation

Parameter Name POP3 SMTP (E-mail) LiveChat
UniqueID ✅ ✅
IntegrationType ✅ ✅

# General Properties

Parameter Name POP3 SMTP (E-mail) LiveChat
PartitionGUID ✅ ✅
TelSysID ✅ ✅
PartIDInTelSys ✅ ✅
Description ✅ ✅

# API Communication Properties (APICommunicationSettings Container)

Parameter Name POP3 SMTP (E-mail) LiveChat
IPAddress1 ✅ ❌
IPAddress2 ✅ ❌
TCPPort1 ✅ ❌
TCPPort2 ✅ ❌
UseSSLTLS1 ✅ ❌
UseSSLTLS2 ✅ ❌
AuthUserID1 ❌ ✅
AuthUserID2 ❌ ❌
AuthPassword1 ❌ ✅
AuthPassword2 ❌ ✅
CommsEnabled ✅ ✅

# Advanced Properties (Advanced Container)

Parameter Name POP3 SMTP (E-mail) LiveChat
APICommsLoggingEnabled ✅ ✅
APICommsLoggingIncClassNames ✅ ✅
InternalDiagDumpEnabled ✅ ✅

# OmnichannelIntAdd

The OmnichannelIntAdd request can be used to add a new Omnichannel Integration entry.

# OmnichannelIntAdd Request

Below shows an example of an Omnichannel Integration entry creation operation for both E-mail and LiveChat integration types. This request includes all parameters supported by OmnichannelIntAdd operation invoked in order to create a new Omnichannel Integration entry for a Cisco BroadWorks® telephony platform.

Depending on your initial requirements, your actual request might be different from the sample request below.

# E-mail Integration

<Request Operation="OmnichannelIntAdd">
    <InvokeID>00033</InvokeID>
    <SessionID>EFA4902A7F61D03E42BF3222B0A246BF</SessionID>
    <OperationPayload>
        <!-- Only specify a GUID if specified by the system-wide administrative user. -->
        <Property Name="UniqueID">Email198345</Property>
        <!-- If a Partition GUID is specified, the TelSysID and PartIDInTelSys Properties are ignored. -->
        <Property Name="PartitionGUID">f850b6719f95d98f:79b51bff:149bc2efbcb:-7e08</Property>
        <Property Name="TelSysID">100100</Property>
        <Property Name="PartIDInTelSys">2</Property>
        <Property Name="IntegrationType">POP3 SMTP</Property>
        <Property Name="Description">Test Email</Property>
        <Container Name="APICommunicationSettings">
            <Property Name="IPAddress1">192.168.10.10</Property>
            <Property Name="TCPPort1">995</Property>
            <Property Name="UseSSLTLS1">[Auto]</Property>
            <Property Name="IPAddress2">192.168.10.10</Property>
            <Property Name="TCPPort2">587</Property>
            <Property Name="UseSSLTLS2">True</Property>
            <Property Name="CommsEnabled">True</Property>
        </Container>
        <Container Name="Advanced">
            <Property Name="APICommsLoggingEnabled">False</Property>
            <Property Name="APICommsLoggingIncClassNames">False</Property>
            <Property Name="InternalDiagDumpEnabled">False</Property>
        </Container>
    </OperationPayload>
</Request>

# LiveChat Integration

<Request Operation="OmnichannelIntAdd">
    <InvokeID>00033</InvokeID>
    <SessionID>EFA4902A7F61D03E42BF3222B0A246BF</SessionID>
    <OperationPayload>
        <!-- Only specify a GUID if specified by the system-wide administrative user. -->
        <Property Name="UniqueID">LiveChat5918734</Property>
        <!-- If a Partition GUID is specified, the TelSysID and PartIDInTelSys Properties are ignored. -->
        <Property Name="PartitionGUID">f850b6719f95d98f:79b51bff:149bc2efbcb:-7e08</Property>
        <Property Name="TelSysID">100100</Property>
        <Property Name="PartIDInTelSys">2</Property>
        <Property Name="IntegrationType">LiveChat</Property>
        <Property Name="Description">Test LiveChat</Property>
        <Container Name="APICommunicationSettings">
            <Property Name="AuthUserID1">2ty3m6f2a05297e5bbnb7b327n1afbd6</Property>
            <Property Name="AuthPassword1">C4gRIuo7ZTdpW/2LejGDLfpt0N+e2YhHBa0PehmQV8s=</Property>
            <Property Name="AuthPassword2">YhHGDZTdp0PehmQ4gLfWV8sCBapt0Iuo7R/2LejN+e2=</Property>
            <Property Name="CommsEnabled">True</Property>
        </Container>
        <Container Name="Advanced">
            <Property Name="APICommsLoggingEnabled">False</Property>
            <Property Name="APICommsLoggingIncClassNames">False</Property>
            <Property Name="InternalDiagDumpEnabled">False</Property>
        </Container>
    </OperationPayload>
</Request>

# OmnichannelIntAdd Response

If your operation was successful, you will receive a response similar to the following:

<Response Result="Success">
    <InvokeID>00033</InvokeID>
</Response>

You will now be able to access the newly created Omnichannel Integration entry by invoking other Omnichannel Integration-related WS API requests. The Omnichannel Integration entry can also be viewed & modified via the Administration Omnichannel facility with the Akixi Web Application.

If the request was unsuccessful (i.e. the response’s Result attribute depicts the Fail value), then the response’s error code and the message description values should be parsed by the client application and then handled accordingly. Some common errors returned by this operation are provided in the table below:

Error Type Error Codes
General Error Codes 10101, 10103
Session Related Error Codes 10301, 10302
Authentication Related Error Codes 10305, 10307, 10313
Permissions Related Error Codes 10511, 10512, 10514, 10700, 10701, 10702
Telephony Server Component Related Error Codes 11010, 11013
Partition Related Error Codes 11110, 11131
Omnichannel Integration Entry Related Error Codes 12000, 12004

# OmnichannelIntChange

The OmnichannelIntChange request can be used to change an existing Omnichannel Integration entry.

# OmnichannelIntChange Request

The request below shows an example of an Omnichannel Integration entry change operation. This request includes all parameters supported by OmnichannelIntChange operation invoked in order to change the properties of an existing Omnichannel Integration record (where the UniqueID value is 8789a59d877f5edd:4f6f3fbd:1722c661a1d:-7fad).

# E-mail Integration

<Request Operation="OmnichannelIntChange">
    <InvokeID>00034</InvokeID>
    <SessionID>EFA4902A7F61D03E42BF3222B0A246BF</SessionID>
    <OperationPayload>
        <Property Name="UniqueID">8789a59d877f5edd:4f6f3fbd:1722c661a1d:-7fad</Property>
        <!-- If a Partition GUID is specified, the TelSysID and PartIDInTelSys Properties are ignored. -->
        <Property Name="PartitionGUID">f850b6719f95d98f:79b51bff:149bc2efbcb:-7e08</Property>
        <Property Name="TelSysID">100100</Property>
        <Property Name="PartIDInTelSys">2</Property>
        <Property Name="Description">Test Email</Property>
        <Container Name="APICommunicationSettings">
            <Property Name="IPAddress1">192.168.10.10</Property>
            <Property Name="TCPPort1">995</Property>
            <Property Name="UseSSLTLS1">[Auto]</Property>
            <Property Name="IPAddress2">192.168.10.10</Property>
            <Property Name="TCPPort2">587</Property>
            <Property Name="UseSSLTLS2">True</Property>
            <Property Name="CommsEnabled">True</Property>
        </Container>
        <Container Name="Advanced">
            <Property Name="APICommsLoggingEnabled">False</Property>
            <Property Name="APICommsLoggingIncClassNames">False</Property>
            <Property Name="InternalDiagDumpEnabled">False</Property>
        </Container>
    </OperationPayload>
</Request>

# LiveChat Integration

<Request Operation="OmnichannelIntChange">
    <InvokeID>00034</InvokeID>
    <SessionID>EFA4902A7F61D03E42BF3222B0A246BF</SessionID>
    <OperationPayload>
        <Property Name="UniqueID">8789a59d877f5edd:4f6f3fbd:1722c661a1d:-7fad</Property>
        <!-- If a Partition GUID is specified, the TelSysID and PartIDInTelSys Properties are ignored. -->
        <Property Name="PartitionGUID">f850b6719f95d98f:79b51bff:149bc2efbcb:-7e08</Property>
        <Property Name="TelSysID">100100</Property>
        <Property Name="PartIDInTelSys">2</Property>
        <Property Name="Description">Test LiveChat</Property>
        <Container Name="APICommunicationSettings">
            <Property Name="AuthUserID1">2ty3m6f2a05297e5bbnb7b327n1afbd6</Property>
            <Property Name="AuthPassword1">C4gRIuo7ZTdpW/2LejGDLfpt0N+e2YhHBa0PehmQV8s=</Property>
            <Property Name="AuthPassword2">YhHGDZTdp0PehmQ4gLfWV8sCBapt0Iuo7R/2LejN+e2=</Property>
            <Property Name="CommsEnabled">True</Property>
        </Container>
        <Container Name="Advanced">
            <Property Name="APICommsLoggingEnabled">False</Property>
            <Property Name="APICommsLoggingIncClassNames">False</Property>
            <Property Name="InternalDiagDumpEnabled">False</Property>
        </Container>
    </OperationPayload>
</Request>

# OmnichannelIntChange Response

If your operation was successful, you will receive a response similar to the following:

<Response Result="Success">
    <InvokeID>00034</InvokeID>
</Response>

# OmnichannelIntDelete

Omnichannel Integration entries can be removed via the OmnichannelIntDelete request. Note that you cannot delete an Omnichannel Integration entry if its CommsEnabled value is set to True.

Warning

Omnichannel Integration deletion operations cannot be undone. Therefore, you will not be able to restore an Omnichannel Integration entry within the Akixi Service once it has been deleted.

# OmnichannelIntDelete Request

The request below shows an example of an Omnichannel Integration entry deletion operation. This request includes all parameters supported by OmnichannelIntDelete operation invoked in order to delete an existing Omnichannel Integration record (where the UniqueID value is 8789a59d877f5edd:4f6f3fbd:1722c661a1d:-7fad).

<Request Operation="OmnichannelIntDelete">
    <InvokeID>00035</InvokeID>
    <SessionID>EFA4902A7F61D03E42BF3222B0A246BF</SessionID>
    <OperationPayload>
        <Property Name="UniqueID">8789a59d877f5edd:4f6f3fbd:1722c661a1d:-7fad</Property>
    </OperationPayload>
</Request>

If the request was unsuccessful (i.e. the response’s Result attribute depicts the Fail value), then the response’s error code and the message description values should be parsed by the client application and then handled accordingly. Some common errors returned by this operation are provided in the table below:

Error Type Error Codes
General Error Codes 10101, 10103
Session Related Error Codes 10301, 10302
Authentication Related Error Codes 10305, 10307, 10313
Permissions Related Error Codes 10511, 10512, 10514, 10700, 10701, 10702
Omnichannel Integration Entry Related Error Codes 12001, 12002, 12003

# OmnichannelIntDelete Response

If your operation was successful, you will receive a response similar to the following:

<Response Result="Success">
    <InvokeID>00035</InvokeID>
</Response>

If the request was unsuccessful (i.e. the response’s Result attribute depicts the Fail value), then the response’s error code and the message description values should be parsed by the client application and then handled accordingly. Some common errors returned by this operation are provided in the table below:

Error Type Error Codes
General Error Codes 10101, 10103
Session Related Error Codes 10301, 10302
Authentication Related Error Codes 10305, 10307, 10313
Permissions Related Error Codes 10511, 10512, 10514, 10700, 10701, 10702
Omnichannel Integration Entry Related Error Codes 12001, 12002

# OmnichannelIntList

The OmnichannelIntList operation can be used to list all Akixi Omnichannel Integration entries that are configured against a certain Telephony Server/Partition component within the Akixi Service.

# OmnichannelIntList Request

By default, the body of OmnichannelIntList requests is quite minimalistic: you can simply specify the Telephony Server Identifier and Partition Identifier within a Telephony Server in order to obtain the list of all underlying Omnichannel Integration identifiers and descriptions.

If you want to list parameters that are not returned when you invoke a default “minimalistic” request, you can request additional values via OmniChannelIntFields Property. If you want to only list Omnichannel Integrations containing a specific Description, you can request for it via SearchQuery Payload Property. The Offset and Limit parameters can also be specified to request a specific subsection of the listed entries (if not specified these values are assumed to be 0 and 1000 respectively). Offset defines how many entries to skip over (i.e. which entry to start on if the first entry is entry 0) and Limit defines how many entries to retrieve:

<Request Operation="OmnichannelIntList">
    <InvokeID>00036</InvokeID>
    <SessionID>EFA4902A7F61D03E42BF3222B0A246BF</SessionID>
    <!-- Specify the number of entries to skip. -->
    <Offset>100</Offset>
    <!-- Specify how many entries to retrieve after the offset. -->
    <Limit>20</Limit>
    <OperationPayload>
        <!-- If a Partition GUID is specified, the TelSysID and PartIDInTelSys Properties are ignored. -->
        <Property Name="PartitionGUID">f850b6719f95d98f:79b51bff:149bc2efbcb:-7e08</Property>
        <!-- Specify a Telephony Server component Identifier. -->
        <Property Name="TelSysID">100100</Property>
        <!-- Specify a Partition Identifier within a Telephony Server. -->
        <Property Name="PartIDInTelSys">2</Property>
        <!-- Can be used to list additional parameters of each Omnichannel Integration entry. -->
        <Property Name="OmniChannelIntFields">TelSysID,PartIDInTelSys,AuthUserID1,IPAddress1,CommsEnabled</Property>
        <!-- Optional property to list Omnichannel Integrations containing a specific Description. -->
        <Property Name="SearchQuery">Add Description to query</Property>
    </OperationPayload>
</Request>

# OmnichannelIntList Response

If a OmnichannelIntList operation is successful, then you’ll receive a list of Omnichannel Integrations and their Properties. If additional parameters were not provided within your request, you will receive default Properties of all Omnichannel Integrations (i.e. IntegrationType and Description values). If additional fields were requested via OmniChannelIntFields Property, then corresponding values will also be returned within the operation’s response. If SearchQuery Payload Property was requested for, then operation's response will only contain Omnichannel Integrations whose Description match the search query provided:

<Response Result="Success">
    <InvokeID>00036</InvokeID>
    <Success>
        <Container>
            <Property Name="IntegrationType">POP3 SMTP</Property>
            <Property Name="Description">Test Email</Property>
            <!-- Parameters below were requested via OmniChannelIntFields Property.-->
            <Property Name="TelSysID">100100</Property>
            <Property Name="PartIDInTelSys">2</Property>
            <Container Name="APICommunicationSettings">
                <Property Name="IPAddress1">192.168.10.10</Property>
                <Property Name="CommsEnabled">True</Property>
            </Container>
        </Container>
        <Container>
            <Property Name="IntegrationType">LiveChat</Property>
            <Property Name="Description">Test LiveChat</Property>
            <!-- Parameters below were requested via OmniChannelIntFields Property.-->
            <Property Name="TelSysID">100100</Property>
            <Property Name="PartIDInTelSys">2</Property>
            <Container Name="APICommunicationSettings">
                <Property Name="AuthUserID1">2ty3m6f2a05297e5bbnb7b327n1afbd6</Property>
                <Property Name="CommsEnabled">True</Property>
            </Container>
        </Container>
    </Success>
</Response>

If the request was unsuccessful (i.e. the response’s Result attribute depicts the Fail value), then the response’s error code and the message description values should be parsed by the client application and then handled accordingly. Some common errors returned by this operation are provided in the table below:

Error Type Error Codes
General Error Codes 10101, 10103
Session Related Error Codes 10301, 10302
Authentication Related Error Codes 10305, 10307, 10313
Permissions Related Error Codes 10511, 10512, 10514, 10700, 10701, 10702
Telephony Server Component Related Error Codes 11013
Partition Related Error Codes 11131

# OmnichannelIntInfo

The OmnichannelIntInfo request can be used to obtain information related to a certain Omnichannel Integration entry.

# OmnichannelIntInfo Request

The request below includes parameters supported by the OmnichannelIntInfo operation. This operation requests the list of all Properties of an Omnichannel Integration (where the UniqueID Property is 8789a59d877f5edd:4f6f3fbd:1722c661a1d:-7fad).

<Request Operation="OmnichannelIntInfo">
    <InvokeID>00037</InvokeID>
    <SessionID>EFA4902A7F61D03E42BF3222B0A246BF</SessionID>
    <OperationPayload>
        <Property Name="UniqueID">8789a59d877f5edd:4f6f3fbd:1722c661a1d:-7fad</Property>
    </OperationPayload>
</Request>

# OmnichannelIntInfo Response

If your operation was successful, you will receive a response similar to the following:

<Request Operation="OmnichannelIntInfo">
    <InvokeID>00037</InvokeID>
    <SessionID>EFA4902A7F61D03E42BF3222B0A246BF</SessionID>
    <OperationPayload>
        <Property Name="UniqueID">8789a59d877f5edd:4f6f3fbd:1722c661a1d:-7fad</Property>
        <Property Name="PartitionGUID">f850b6719f95d98f:79b51bff:149bc2efbcb:-7e08</Property>
        <Property Name="TelSysID">100100</Property>
        <Property Name="PartIDInTelSys">2</Property>
        <Property Name="IntegrationType">POP3 SMTP</Property>
        <Property Name="Description">Test Email</Property>
        <Container Name="APICommunicationSettings">
            <Property Name="IPAddress1">192.168.10.10</Property>
            <Property Name="TCPPort1">995</Property>
            <Property Name="UseSSLTLS1">[Auto]</Property>
            <Property Name="IPAddress2">192.168.10.10</Property>
            <Property Name="TCPPort2">587</Property>
            <Property Name="UseSSLTLS2">True</Property>
            <Property Name="CommsEnabled">True</Property>
        </Container>
        <Container Name="Advanced">
            <Property Name="APICommsLoggingEnabled">False</Property>
            <Property Name="APICommsLoggingIncClassNames">False</Property>
            <Property Name="InternalDiagDumpEnabled">False</Property>
        </Container>
    </OperationPayload>
</Request>

This response includes all parameters returned by the OmnichannelIntInfo operation invoked in order to obtain all Properties of an Omnichannel Integration.

If the request was unsuccessful (i.e. the response’s Result attribute depicts the Fail value), then the response’s error code and the message description values should be parsed by the client application and then handled accordingly. Some common errors returned by this operation are provided in the table below:

Error Type Error Codes
General Error Codes 10101, 10103
Session Related Error Codes 10301, 10302
Authentication Related Error Codes 10305, 10307, 10313
Permissions Related Error Codes 10511, 10512, 10514, 10700, 10701, 10702
Omnichannel Integration Entry Related Error Codes 12001, 12002

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