Append to a Q

URL

https://<subdomain>.ryng.in/rest-api/v1/progressive/queue/<queueID>/calls

• Replace <subdomain> with your account subdomain.

• Replace queueID with your queue ID.

Method

POST

Headers

Key	Description
x-access-token	The access token is provisioned for you by Ryng. If you do not have this already, please reach out to your Ryng project champion. Alternatively, you can raise a request on our support portal.

Body

Type: json

PARAMETER		DESCRIPTION	REQUIRED
agentMapping	String	Specify how agents should be assigned to queue calls • global - The agents to be assigned will be defined (by username) in the agents parameter • inline - Agents to be assigned for calls are fetched from the agentsAssigned parameter within jsonData, or from within the selected campaign • all-agents - (default) All agents are available to be assigned for queue calls
agents	Array of Strings	Specify one or more agent usernames amongst whom the leads/customers should be assigned in a round robin fashion	Yes - if agentMapping set to implicit
legDirection	String	Should we connect to the agent first, or the customer? • agent-first - Agent gets the call before the customer does • customer-first - Customer gets the call before the agent does Default setting fetched from queue if not specified
maxRetries	Number	Maximum number of retries to be made to customers who are unreachable or busy
retryInterval	Number	Minimum interval (in minutes) between retries for unreachable customers
maxDispose	Number	Time allotted (in seconds) for disposing a call before the next call is initiated Default setting fetched from queue if not specified	No
customerData	Object	Contains customer data to be uploaded to queue. Check CUSTOMER DATA EXAMPLES section for examples • campaignID - (number) get call data from specified campaign. If agentMapping is set to inline then agent list is also fetched from specified campaign. See example here. • terminalCallbackUrl - (string) Optional URL endpoint to receive callbacks on the terminal state of each call (i.e., each row of customer data) in this request. One callback will be sent per call. The callback will contain all metadata and disposition details for that particular call, and will be sent as a POST request to this endpoint. Format of the callback is given below. The API expects to receive a 200 OK response from the callback URL endpoint upon successful receipt of callback. On any non-200 response, Ryng will retry the callback at 1 minute intervals up to two more times. • connectCallbackUrl - (string) Optional URL endpoint to trigger a callback whenever an individual call (customer) is assigned to an agent. A single callback will be sent as a POST request to this endpoint each time a call is assigned to an agent. The callback will contain all metadata for that particular call in the body, the format of which is given below. The API expects to receive a 200 OK response from the callback URL endpoint. On any non-200 response, Ryng will retry the callback after a 1 minute interval one more time. • jsonData - (json) Call data is specified as an array of call objects Fields: → number - (Required) (String) Customer number to call for a given call → priority - (Number) Number based priority of the call. Bigger the number, higher the priority → agentsAssigned - (Array of Strings) Comma separated list of assignable agents to a specific call → customField{Number} - (ex. customField1) (String) Custom field values for a given	Yes

Example Body

---

{
    "agentMapping": "global"/"inline"/"all-agents", 
    "agents": ["[email protected]", "[email protected]"],
    "legDirection": "agent-first"/"customer-first",
    "maxRetries": 2,
    "retryInterval": 10,
    "maxDispose": 30,
    "customerData": {
        "campaignID": 24,
        "terminalCallbackUrl": "http://api.example.com/call-data",
        "connectCallbackUrl": "http://api.example.com/call-data",
        "jsonData": [{ 
          "number": "[phone]",
          "priority": 1,
          "agentsAssigned": ["[email protected]", "[email protected]"],
          "customField1": "Benji"
        },{ 
          "number": "[phone]",
          "priority": 10,
          "agentsAssigned": ["[email protected]"],
          "customField1": "Benji"
        },{
          "number": "[phone]",
          "priority": 90,
          "agentsAssigned": ["[email protected]"],
          "customField1": "Benji"
        }]
    }
}

API Responses

---

Append to Q

POST https://tenant.ryng.in/rest-api/v1/progressive/queue/:queueID/calls

Headers

Name	Type	Description
x-access-token*	String

200: OK Success

{
    "error": false,
    "message": "Appending Queue...",
}

403: Forbidden Authentication Error

500: Internal Server Error Failed

Terminal Callback Body Example

{
    "queueID": 2,
    "callID": 245,
    "callLogID": 894,
    "agentID": 2,
    "agentUsername": "[email protected]",
    "agentNum": "[phone]",
    "customerNum": "[phone]",
    "virtualNum": "02235510003",
    "callCreated": "2020-11-18T07:10:00.000Z",
    "callStarted": "2020-11-18T09:00:14.000Z",
    "callEnded": "2020-11-18T14:34:57.000Z",
    "callDisposed": "2020-11-18T14:34:57.000Z",
    "callbackTime": "2021-08-12T12:04:34.00Z",
    "scheduledDate": "2020-09-02T00:11:55.00Z",
    "callDirection": "outbound",
    "legDirection": "agent-first",
    "talktime": 27,
    "callDuration": 32,
    "disposition": "Customer Accepted",
    "notes": "Customer Accepted",
    "status": "completed",
    "recordingUrl": "https://example.com/recordings/sid/ash4jks8mrji8043.mp3",
    "legDetails": [
        "leg0Status": "completed",
        "leg0Duration": 27,
        "leg1Status": "completed",
        "leg1Duration": 24,
    ]
    "customFieldNames": {
        "customField1Name": "Name",
        "customField2Name": "Brand",
        "customField3Name": "Product"
    },
    "customFields": {
        "customField1": "Extra cool",
        "customField2": "Close UP",
        "customField3": "Toothpaste"
    }
}

Connect Callback Body Example

{
    "queueID": 2,
    "queueName": "Standard Queue",
    "callID": 245,
    "agentID": 2,
    "agentUsername": "[email protected]",
    "agentNum": "[phone]",
    "customerNum": "[phone]",
    "callbackType" : "connect",
    "event":"customer-connected",
    "callCreated": "2021-12-15T13:06:33.000Z",
    "callStarted": "2021-12-15T13:06:41.000Z",
    "callDirection": "outbound",
    "legDirection": "agent-first",
      "customFieldNames": {
        "customField1Name": "Name",
        "customField2Name": "Brand",
        "customField3Name": "Product"
    },
    "customFields": {
        "customField1": "Extra cool",
        "customField2": "Close UP",
        "customField3": "Toothpaste"
    }
}