Create Reason Code

post

{protocol}://{server}{basePath}/accounts/{accountId}/communication-managers/{communicationManagerId}/reason-codes

This API requires the Account Administrator role.

Creates a new Reason Code that can then be selected by agents in a agent desktop client. Reason codes can be of type 'NOT_READY', 'LOGOUT' or 'CALL_WORK_CODE'. 'NOT_READY' is used to indicate the reason the agent has went not ready (will not receive any new Engagements).

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Path Params

accountId

string

required

length between 6 and 6

^[a-zA-Z]{6}$

The unique 6 character internal id that represents the customer account.

communicationManagerId

uuid

required

The unique id of the Communication Manager

Body Params

Reason Code

Reason codes are a set of codes that agents can select from agent desktop clients to further describe their current activity or state. Reason Codes consist of a unique codeName, codeNumber and codeType combination. This API is used to create, update, retrieve and delete NOT_READY, LOGOUT reason codes and CALL_WORK_CODE codes.

codeName

string

required

length between 1 and 20

^[a-zA-Z\p{L}0-9]+([ ]*[a-zA-Z\p{L}0-9-\_\*\=\+\$\:\;\&\~\,\?\%\!\|\{\}\`\.\']+)*$

The name of the Reason Code. If code type is NOT_READY or LOGOUT, code name length must be up to 16 unicode characters and if code type is CALL_WORK_CODE, code name length must be up to 20 unicode characters.

codeNumber

string

required

length between 1 and 16

^[0-9][0-9]*$

The number of the Reason Code. If code type is NOT_READY, code number must be between 1 to 99. If code type is LOGOUT, code number must be between 1 to 9 and if code type is CALL_WORK_CODE, code number must be of 16 digits.

codeType

string

enum

required

The type of the Reason Code

Allowed:

description

string

length between 0 and 1024

The description for the Reason Code

isInterruptible

boolean

Indicates if the Reason Code is interruptible. This is applicable to NOT READY Reason Codes.

systemDefinedAttributes

array of objects

length ≤ 5

Indicates if the Reason Code has additional system defined behavior. This is applicable to NOT READY Reason Codes. Only one Not Ready Reason Code shall be allowed to be marked as 'Work on Digital'. If a Not Ready Reason Code is marked as 'Work on Digital', it cannot be assigned any other system-defined attribute. At least one Not Ready Reason Code needs to be marked as 'Work on Digital'.

systemDefinedAttributes

Allowed:

organizationNodeId

string

length between 6 and 6

^[a-zA-Z]{6}$

Unique Id for Account or Node where Reason Code gets created

Headers

string

enum

Defaults to application/json

Generated from available response content types

Allowed:

Responses

Language

Credentials

URL

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Response

Choose an example:

application/json

application/problem+json

202Accepted

400Constraint violation while creating Reason Code

401Unauthorized

403Forbidden

409Conflict

500All other application errors