Session ID authentication is a secure, session-based mechanism that allows a user or system to access Contact Center APIs after a successful login.

When a user logs in through the authentication API, the system generates a Session ID token that uniquely represents that user’s authenticated state. This Session ID must be passed with subsequent API requests until the session expires or the user logs out.

How it works

Login:
The client application calls the login API with valid user credentials and configuration parameters.
The server responds with a SessionId token.

Use Session ID:
For every subsequent API request, the Session ID is included — either in the request header (recommended) or as part of the authentication field in the payload, depending on the API design.

Session Lifecycle:

• Each Session ID is time-bound and user-specific.
• A session automatically expires after a configured timeout or explicit logout.
• On expiry, the client must request a new Session ID via the login API.

The following are the POST parameters sent as raw in the Body of the Request:

HTTP Response:

• On success, the HTTP response status code will be 200.

The Create User API allows administrators to create new users in the Contact Center system programmatically.
This API is typically used to onboard agents, supervisors, or system users by defining their credentials, roles, and access configurations.

It helps automate user provisioning during setup, integration, or scaling of large contact center deployments, ensuring consistent configuration across environments.

Key Capabilities

• Create a new user with required attributes such as user ID, name, contact center ID, and user type.
• Define user roles and access levels (e.g., Agent, Supervisor, Administrator).
• Configure optional parameters like default ready state, login policy, and mapping IDs.
• Add metadata such as description or mapping with an external CRM or system user.
• Returns a confirmation with the newly created user’s unique identifier.

HTTP Response:

• On success, the HTTP response status code will be 200.

The Update User API allows administrators to modify an existing user’s details within the Contact Center.
It supports updating user information such as name, type, credentials, login policy, and mapping details — helping maintain accurate and up-to-date user configurations across the system.

This API is typically used when a user changes role, name, or login policy, or when credentials need to be reset programmatically.

Key Capabilities

• Update existing user details, such as role, name, or contact center association.
• Modify login policies, password, or allowed login configurations.
• Map users to external systems like CRMs or workforce tools.
• Enforce updates programmatically for large-scale user management.

Include the following parameters in your raw PUT request body when updating user details through this API:

HTTP Response:

• On success, the HTTP response status code will be 200.

The Delete User API allows administrators to permanently remove an existing user from the Contact Center system.
This API is typically used to deprovision inactive agents, revoke access for users who have left the organization, or clean up test or duplicate accounts.

Once deleted, the user’s access credentials become invalid, and the user can no longer log in or be assigned to any queues, campaigns, or roles.

Key Capabilities

• Delete an existing user from the Contact Center system.
• Automatically revoke associated sessions and access credentials.
• Useful for deprovisioning, account cleanup, and compliance management.
• Requires a valid Session ID for authentication.

Request Headers

Path Parameter

Description

Retrieve a paginated list of scheduled customer callback records for a specific campaign, using defined filters.

This API endpoint is typically used by supervisor or administrator applications to monitor, manage, and retrieve details of outstanding or past callbacks associated with a campaign.

Authentication

This API requires session-based authentication. A valid session token, typically generated upon a successful supervisor or administrative login, must be passed in the request header.

Query Parameters

The following parameters are passed directly in the URL query string to control filtering and pagination of the results.

A successful request returns a JSON array containing the list of callbacks.

Error Handling Notes

401 Unauthorized Error

The server returns a 401 Unauthorized response when the provided authentication token is invalid or missing. The primary cause is typically an expired or incorrect Sessionid passed in the request header. The response body will explicitly confirm the nature of the error.

Action: If you receive this error, the client must obtain a new Sessionid by performing a fresh login to the supervisor/administrator console and updating the token in the request header.

500 Internal Server Error (No Data Found)

The system may incorrectly return a 500 Internal Server Error in a specific edge case where the request is logically successful but no data is found (i.e., zero callbacks match the provided campaignId, offset, and limit). Instead of the expected 200 OK with an empty array [], the server returns a 500 status.

Action: Developers should be prepared to handle a 500 error as a success case indicating an empty result set when the request URL and headers are otherwise valid. This behavior is considered an API bug but must be accounted for in client-side error logic to prevent false negative failures. If the 500 error occurs with valid input, it indicates that no records are available for the given filter criteria.

Description

Delete a single scheduled customer callback record using its unique identifier.

This API endpoint is used by supervisor or administrative applications to permanently remove an unwanted or completed callback from the system queue.

Authentication

This API requires session-based authentication. A valid session token, generated upon successful supervisor or administrator login, must be passed in the request header.

Path Parameters

Example Response (200 OK)

A successful deletion returns a minimal response, indicating the operation was executed correctly.

Successful Response Body

The response body will be the simple string "ok" (not a JSON object).

401 Unauthorized

Returned when the provided sessionId is missing, expired, or invalid.

500 Internal Server Error

Returned for an unexpected server-side issue. This can also occur if the system fails to interact with the database to execute the deletion.

Description

Download a specific voice recording associated with a call interaction.

This API endpoint is typically used by supervisor or administrative applications to retrieve the audio file for quality monitoring or record-keeping purposes.

Authentication

This API requires session-based authentication. A valid session token must be passed in the request header.

Query Parameters

The following parameters are passed directly in the URL query string to identify the file to be downloaded and the desired format.

Example Response (200 OK)

A successful request streams the raw audio file data directly to the client.