Description
Targetstring

A valid SIP address (sip:hans.muster@luware.com) or phone number (tel: +41785556677) which will be called.

AlternativeTargetstring

As the "Target" field, it should be a valid SIP address or phone number.
If this field defined, it will be used instead of "Target".
This is useful only for the internal purpose when the callback is scheduled based on incoming call
and a caller can enter alternative number for the callback using DTMF signals.
So, in most cases, for the external usage "Target" field is enough.

MaxRetriesinteger

Defines how many times an unsuccessful dial-out is retried.

SecondsBetweenRetries*integer($int32)

Defines the minimum time in seconds between retries of unsuccessful dial-outs.

ServiceIdstring($guid)

The identifier of the service this callback will be executed on behalf of.
Should be a string representation of the valid guild(f.e.ff9aaf06-5282-4a45-8bd8-3f3c422f51b8) of the existing service.
You can use request "GET /v1.0/services" to retrieve services where you can find theirs Ids.
Alternatively, you can use ServiceSip parameter.

ServiceSipstring

SIP address of the service.The purpose of this field is the same as "ServiceId".
This field will be used to identify the service only in case, if valid "ServiceId" is not provided.
So, not required if you provide "ServiceId", but should be provided if not.

IncomingServiceSipUristring
Used by LUCS System when callback requests are created based on a LUCS service session. Currently used when the Callback Activity in the workflow is used or when a callback request is created automatically if customer hangs up.
Priority*string

AgentTaskPriorityType: StrictPriority, Highest, VeryHigh, High, Normal, Low, VeryLow, Lowest, NothingElse

  • Strict Priority: Calls are always placed in front of low-priority calls in the queue
  • other 7 priority levels: Prioritization in the queue is calculated according to the Weighted Round Robin method
  • Nothing Else: Calls are only transferred if no other customer is waiting in the queue
Enum:
Array [ 9 ]
ContextUrlstring

For Future Purpose: ContextUrl can be used to provide a link to be opened when request is distributed to the agent.
Not using at the moment in any scenarios.

DueDatestring($date-time)

The point in time system will try to process this callback.
Format: "dd.mm.yyyy hh:MM:ss". The API treats the DueDate as an UTC time.

Supervisorstring
Used by LUCS System when callback requests are requested by our own components. Currently used by our FE component if a Supervisor is creating a callback request in LUCS FE Lost Task Widget.
Descriptionstring

A comment which will be displayed to the agent who accepts the dialout (MAX LENGTH: 150 chars).

ExternalTaskIdstring

External TaskID can be submitted by the external system as a unique identifier (f.e. a CRM customer interaction/task identifier from an external CRM system).
Later this identifier can be used in other request commands to get a task status or cancel a task.

CallerIdstring

For Future Purpose:
If the API will be used by multiple systems, this field will allow to distinguish requests from different systems.

Id*string($guid)

Guid. Internal system callback's identifier.

Creator*string

Identifies the way callback was created. "Luware.API", "WebService" (If created on LUCS FE), "WfActivity" if created through workflow.

Enum:
Array [ 4 ]
LeftInQueueTimeInSeconds*integer($int32)
Current value how long the task was left in queue.
AppPoolId*string($guid)

Application Pool Id (Guid) of the provided Service. This field is pretty technical and returned just for information.

InitiatingSessionIdstring($guid)

If the callback was created based on incoming call, this field will contain SessionId of this call.

Initiatorstring

This field is auto-calculated and will contain a value based on "Creator" field.
It's used to show information on UIs.

  • If Creator is "WebService" - it will contain the value of "Supervisor" field(who created this callback)
  • In other cases it will contain "WF Activity" or "Luware.API" respectively to "Creator" field.
State*string

State of callback tasks.

  • Pending – session is created
  • In Queue – the callback is in the queue to be answered, the search of an agent is started
  • Processing – the callback task has been accepted by an agent, and the outbound dialout to the customer has been made
  • Terminated – the callback is done and the parties are hanging up
Enum:
Array [ 4 ]
RetryType*string

Auto-calculated field which shows what the strategy will be used in case if service need to retry.
If "SecondsBetweenRetries" time exceeds particular limit(currently 5 minutes) - new callback session will be used to process retry, otherwise - existing one.

Enum:
Array [ 2 ]
RetryCountinteger

Current value how many times the dialout was already retried. The "MaxRetries": 0 paramater defines how many times an unsuccessful dial-out is retried.