Manage Contact Center Users

Manage users (agents, supervisors, administrators) in the Contact Center system. All requests require a valid sessionId obtained from the Login API.

---

Create User API

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 Request

POST <Protocol>://<IP_Domain_Name>:<port>/ameyorestapi/cc/contactCenterUsers

Request Parameters

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

Parameter Name	Type	Description
userId	String	Unique user identifier in CC. This is what you'll later use to map to external systems.
userType	String	Business role of the user e.g. Agent, Supervisor, Executive, Professional Agent.
userName	String	Display name of the user.
systemUserType	String	System-level type, often same as userType.
defaultReady	Boolean	Whether the agent should log in as "Ready" by default.
userData	String	Extra data / notes.
contactCenterId	Integer	CC id in which to create this user.
description	String	Free-text description.
loginPolicy	String	e.g. disallow.after.limit or verify.before.force.login.
maxAllowedLogins	String	Max concurrent logins. Store as string for backward compatibility.
mappingUserId	String	Mapping to external app login (email/SSO id).

Example Request

curl --location 'https://<IP_Domain_Name>:<port>/ameyorestapi/cc/contactCenterUsers' \
  --header 'sessionId: <your-session-id>' \
  --header 'Content-Type: application/json' \
  --data-raw '{
    "userId": "abcd",
    "userType": "Supervisor",
    "userName": "Sharanya Pathikonda",
    "contactCenterId": 1,
    "userData": "password",
    "defaultReady": true,
    "systemUserType": "Supervisor",
    "loginPolicy": "verify.before.force.login",
    "maxAllowedLogins": "1",
    "mappingUserId": "testUser@gmail.com",
    "description": "test user"
  }'

Example Response

{
  "ccUserId": 364,
  "userId": "tesUser",
  "userType": "Supervisor",
  "skillIds": [],
  "skillIIds": null,
  "userName": "tesUser",
  "systemUserType": "Supervisor",
  "privilegePlanId": 13,
  "defaultReady": false,
  "maskedPrivileges": null,
  "maxAllowedLogins": null,
  "loginPolicy": null,
  "mappingUserId": null
}

HTTP Response

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

---

Update User API

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.

HTTP Request

PUT <Protocol>://<IP_Domain_Name>:<port>/ameyorestapi/cc/contactCenterUsers/<userId>

Request Parameters

Include the following parameters in your raw PUT request body:

Parameter Name	Type	Description
userId	String	Unique identifier of the user to be updated within the Contact Center.
userType	String	Defines the user's access type (e.g., Agent, Supervisor, Analyst). Determines feature and role-based permissions.
userName	String	The display name as it should appear in the Contact Center UI.
systemUserType	String	Specifies the internal system role for the user, aligned with Contact Center's role management (e.g., Analyst, Supervisor).
defaultReady	Boolean	If true, the user automatically moves to the "Ready" state upon login.
userData	String	The user's password or credential data for authentication.
contactCenterId	Integer	Unique ID of the Contact Center to which the user belongs.
loginPolicy	String	Defines the login behavior. Example: verify.before.force.login ensures validation before session override.
maxAllowedLogins	Integer	Maximum number of concurrent sessions allowed for the user.
mappingUserId	String	External system mapping identifier (e.g., email or CRM user ID). Used for integrations with third-party systems.

Example Request

curl --location --request PUT '<Protocol>://<IP_Domain_Name>:<port>/ameyorestapi/cc/contactCenterUsers' \
  --header 'sessionId: <your-session-id>' \
  --header 'Content-Type: application/json' \
  --data-raw '{
    "userId": "30994",
    "userType": "Analyst",
    "userName": "Srajan",
    "systemUserType": "Analyst",
    "defaultReady": true,
    "userData": "password",
    "contactCenterId": 1,
    "loginPolicy": "verify.before.force.login",
    "maxAllowedLogins": 1,
    "mappingUserId": "testUser@gmail.com"
  }'

Example Response

{
  "status": "success",
  "message": "User updated successfully",
  "userId": "30994",
  "contactCenterId": 1,
  "updatedFields": ["userName", "userType", "loginPolicy"]
}

HTTP Response

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

---

Delete User API

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.

HTTP Request

DELETE <Protocol>://<IP_Domain_Name>:<port>/ameyorestapi/user/users/<userId>

Request Headers

Header Name	Description
sessionId	Valid Session ID obtained from the Login API. Used to authenticate the delete request.
Content-Type	(Optional) Indicates the media type of the request. Usually application/json.

Path Parameter

Parameter Name	Type	Description
userId	String	Unique identifier of the user to be deleted from the Contact Center system.

Example Request

curl --location --request DELETE '<Protocol>://<IP_Domain_Name>:<port>/ameyorestapi/user/users/abcd' \
  --header 'sessionId: <your-session-id>'

Example Response

{
  "status": "success",
  "message": "User deleted successfully",
  "userId": "abcd"
}

HTTP Response

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