TeamManager API

In the following we provide a description about the data models and functions used within TM and in automated interaction with other applications.

The Luware API allows customers to manage external system tasks in their own systems and block specific agents. The new Luware API component is divided into the following three parts to support three different usage areas:

Task API: Add and manage service tasks
Team API: Identify team and organization unit structures
User API: Retrieve user information and team affiliation

Target audience

This Document is written for System Administrators and Developers of 3rd party product s using TM functionality externally or via custom-developed tools . If you are in need of additional support or want to provide feedback, don’t hesitate to contact us.

Trained Administrators only!

The following procedure is to be performed by Luware-trained system administrators only. When uncertain about certain steps, don't hesitate to contact us.

CWS Interface Specification Document

You can download a PDF of the CWS Interface Specification here:
Download CWS InterfaceSpecification V3.1 PDF

Note that this interface will be discontinued in future. Future updates of the new TeamManager API aim to cover the needs of the CWS Interface.

Preconditions & System Requirements

TM and the API component needs to be installed and fully configured respectively using the API. Please refer to the "Precondition" Documents of your respective Luware Product and Version.

API and Luware Version compatibility

The API functionality described in this documentation is only supported for TM 3.2 or newer.

Version mismatches between base components and the installed API can lead to erratic system behavior, errors and potential loss of database content!

→ Make sure to only install the corresponding API setup matching and delivered alongside your Luware product.

API Checklist - Before you start

TM and API Component is installed → See chapter below
1. AC, AM, CI and CIC Services must be running as well in order to operate the system overall → See Architecture and Components
2. IIS is running to operate the FrontEnd User Interface
Check in "Home" Tab in TM Configurator if the API service is running.
Generate a new API Key → See chapter below
Configure Access rights for the key → See chapter below

If malfunctions occur after setting changes (e.g. in the API Component, Network Ports or IIS) a quick restart of API Services is recommended.

Ensure that the API port used is also exempt from any Anti-Virus and Firewall tools

API specific port configuration

When installing the API as individual setup (e.g. on a Client PC), the port and server instance can be individually configured during setup. For an external use of the API, consider that Server to Server outgoing ports need to be considered as well.

Source	Destination	Protocol	Destination Server Port (Default)	Comment
Agent PC (TM-API)	TM Server 01	TCP	6444	TM Web API
Agent PC (TM-API)	TM Server 02	TCP	6444	TM Web API
Server	TM Server 01	TCP	21413	How How Luware-API connects to other Luware components through WCF channel

→ Also see: Network Ports

Installation

When installing the API as individual setup (e.g. on a Client PC), the port and server instance can be individually configured during setup.

For an external use of the API, consider that outgoing ports need to be forwarded as well.

API Setup Port configuration

Authorization Configuration / API Key

Luware API is an active – active component and may be installed on any machine that has IIS configured. To allow access the API you need to generate unique API tokens from within WebConfigurator.

Open TM Configurator > Topology > Authentication Tokens
Click " Add " and name / describe your token as needed

API Key configuration
Optionally you can set an expiry date for the token.
The API should now be ready to use.

API Roles

Starting with V3.3 it's possible to limit single API key access only certain areas via role assignment.

API-Keys from previous TM installations will be given full access by default to avoid access conflicts. You can edit them to narrow down the permissions to the needed amount.

After generating a new API key entry you have access to the roles tab:

API Role Based Access Tab

API Methods

POST / GET / DELETE methods are limited by API Roles (see above). An "unauthorized" error 401 is thrown when the API key is wrong or role permissions are insufficient.

Area

Description

Roles with Access

API commands that can be executed

Tasks

Allows to manage and manipulate tasks in the system. (GET, POST)

TasksReadonly (GET)

TasksManage (POST)

GET /v1.0/teams/{teamIdentifier}/tasks - Retrieves a list of team tasks.
GET /v1.0/teams/{teamIdentifier}/longestwaitingtask - Retrieves a longest waiting task for the team.
GET /v1.0/tasks/byteamsmember/{userIdentifier} - Retrieves a list of tasks for the teams, provided user participating.
POST /v1.0/tasks/outboundCall/start - Start Outbound Call.
GET /v1.0/users/{userIdentifier}/tasks -
POST /v1.0/tasks/{taskIdentifier}/transfer - Transfer the task. Applicable only for the incoming call tasks.
POST /v1.0/tasks/{taskIdentifier}/hold - Put existing task on Hold. Returns TaskStatusData object.
POST /v1.0/tasks/{taskIdentifier}/resume - Resume task from Hold state. Returns TaskStatusData object.
POST /v1.0/tasks/{taskIdentifier}/terminate - Terminate the task.
POST /v1.0/tasks/{taskIdentifier}/consultationCall - Make a new consult call Applicable only for the incoming call tasks.
GET /v1.0/tasks/{taskIdentifier}/consultationCall - Get consultation call status
POST /v1.0/tasks/{taskIdentifier}/consultationCall/merge - Merge the consultation call with the customer Applicable only for the incoming call tasks.
POST /v1.0/tasks/{taskIdentifier}/consultationCall/transfer - Transfer the consultation call with the customer Applicable only for the incoming call tasks.
POST /v1.0/tasks/{taskIdentifier}/consultationCall/terminate - Terminate consultation call
POST /v1.0/tasks/{taskIdentifier}/consultationCall/leave - Terminate consultation call
POST /v1.0/tasks/{taskIdentifier}/consultationCall/audioRoutes - Set audio routes for merged consultation call Applicable only for the incoming call tasks.
POST /v1.0/tasks/{taskIdentifier}/consultationCall/terminateCustomerCall - Terminate customer call during the consultation call Applicable only for the incoming call tasks.
GET /v1.0/users/{userIdentifier}/consultativeCalls - Get user's' consultative calls

Teams

Allows only Team details to be read via the API (GET)

TeamsReadonly

GET /v1.0/teams - Retrieves all existing teams in a system. You can by status parameter passed as querystring parameter.
GET /v1.0/teams/{teamIdentifier} - Retrieve team identified by teamIdentifier parameter
GET /v1.0/teams/bymember/{userIdentifier} - Retrieves all the teams where user is a member.
GET /v1.0/organizationunits/{ouIdentifier}/teams - Retrieves all the teams belongs defined organization units and it's child.
GET /v1.0/users/{userIdentifier}/teams/conversationas - Get per user the available conversation as services.

Users

Allows only user details to read via the API (GET)

UsersReadonly

UsersControl

GET /v1.0/users/{userIdentifier} - Get a particular user via identifier (case insensitive).
GET /v1.0/users - Get all users in the system.
GET /v1.0/teams/{teamIdentifier}/users - Get the members of the particular team (identified by provided Id).
POST /v1.0/teams/{teamIdentifier}/users/{userIdentifier}/active - Get the members of the particular team (identified by provided Id).

API usage / API Endpoints

The following content is embedded from our Live-API documentation (Swagger UI). You can also open this window directly.

API related errors

The API returns default → HTML Error status codes. The most common one is not passing the api_key along with a request:

During all HTTP Requests the generated API Key has to be included in the HTTP Header. Otherwise an error like the following will be thrown:

            
  
            "Error"
            :
             
            {
            
    
            "Code"
            :
             
            "Unauthorized"
            ,
            
    
            "Message"
            :
             
            "Header 'api_key' not found."
            
  
            }