Dialogue Cloud

On Premises

Core REST API

Introduction

The AnywhereNow Core has a Representational State Transfer (REST) Application Programming Interface (API), which can be used to GET realtime data accessible through the Dashboard (SignalR) Service. For example you can use this information to connect with a Microsoft Power BI, Power Automate flow or any other application which can integrate with a REST API.

If AnywhereNow Authentication is enabled.

Additional steps are necessary if you are using AnywhereNow Authentication to enable Microsoft Entra Id credentials to login to your AnywhereNow applications.

Prerequisites

Instructions Core REST API use

AnywhereNow Authentication requires a bearer token authentication mechanism need to be implemented in your application.

Example

See below example of a bearer token request (click to enlarge)

Prerequisites

Instructions Core REST API use

Note

Supported by Bundle DC2024.01f and higher.

AnywhereNow Authentication requires a bearer token authentication mechanism need to be implemented in your application.

  • To get the token, a POST request needs to be sent to the following URL:

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    Token Request URL
    https://login.anywhere365.cloud/auth/realms/<GUID>/protocol/openid-connect/token

    Note

    Replace <GUID> with the "AnywhereNow Tenant ID" provided by your AnywhereNow contact (can be retrieved from Partner Portal).

  • In the POST request body, include the following parameters:

  • Key Value Description
    client_id coreapi

    The fixed client_id name of the Core API.
    username <string>

    The username of a valid user in your Microsoft Entra ID.
    password <string>

    The password belonging to the above username in your Microsoft Entra ID.
    grant_type client_credentials

    The authentication grant type for your bearer token.
    client_secret <string>

    The Client Secret value defined by Dialogue Cloud (can be retrieved from Partner Portal)

Example

See below example of a bearer token request (click to enlarge)

Legend

A legend of variables used in the provided examples

Item Description
<fqdn> FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]


The public fqdn by which your UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.'s webservices are accessible. Format is https://<GUID>-<0x>.<region>.anywhere365.cloud/
example: https://0de4a1d4-2fdf-44e3-845c-2f4b645a5ecf-02.emea-weu.anywhere365.cloud/.

Tip:

This fqdn would be similar to, for example, part of your WebWallboard URL or what you use to configure UCC Host in Snapper.
or

Note

Only from within Dialogue Studio (which is a local service "inside" Dialogue Cloud) a local fqdn over http may be configured.

Format is like http://<GUID>-<0x>.<region>.dialoguecloud.local/
example: http://0de4a1d4-2fdf-44e3-845c-2f4b645a5ecf-02.emea-weu.dialoguecloud.local/.

<uccname>

The technical ucc name (i.e. not the displayname).

TIP: in SharePoint you can find the technical name by looking at the "name" part of the MainEndpoint Sip Address (i.e. between the: "sip:" and the "@" sign)
<skillname>

Name of the Skill as entered in the SharePoint skills list.

TIP:
If your skillname contains spaces replace these with "%20" code
Example: Skillname in SharePoint is "technical support", replace in API with "technical%20support"

Available REST API's

Get All Agents

  • No Authentication
  • With AnywhereNow Authentication
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/<uccname>/agent
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/v2/<uccname>/agent

This shows information about all signed-in agents only (formal signed-in or informal)

Parameters

If you also want to see the formal signed-out agents, you can add a parameter:

  • No Authentication
  • With AnywhereNow Authentication
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/<uccname>/agent?includeFormalStopped=true
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/v2/<uccname>/agent?includeFormalStopped=true

Fields

Item Description
ActivityToken

The current activity of the agent. Empty of no activity.
AverageHandlingTime

The average handling time of the agent
CsPresenceState

Name of the presence of the agent.
DeviceType

The last active device of the agent.
LastPresenceChange

The date/time of the last presence change of the agent
LastReasonCodeChange

The date/time of the last reason code change the agent has done
MaxChats

When the agent can't receive anymore chats than he currently is handling, the value would be true.
PresenceState

The current presence state of the agent.
ReasonCode

The current reason code the agent is in
RemainingWrapUpTime

The reaming wrap up time (DischargeDuration) the agent has.
SipAddress

The SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address of the agent.
Skills

The skills the agent owns.

  • Name: The name of the skill that the agent has.
  • Value: The score the agent has for this skill.
TotalCallsToday

The amount of calls the agent has accepted today.

Get Agent By URI (no “sip:”)

  • No Authentication
  • With AnywhereNow Authentication
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/<uccname>/agent/user@host
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/v2/<uccname>/agent/user@host

This shows information about all signed-in agents only (formal signed-in or informal)

Fields

Item Description
AverageHandlingTime

The average handling time of the agent
LastPresenceChange

The date/time of the last presence change of the agent
LastReasonCodeChange

The date/time of the last reason code change the agent has done
MaxChats

When the agent can receive multiple chats, the value would be true.
PresenceState

The current presence state of the agent.
ReasonCode

The current reason code the agent is in
RemainingWrapUpTime

The reaming wrap up time (DischargeDuration) the agent has.
SipAddress

The SIP address of the agent.
Skills

The skills the agent owns.

  • Name: The name of the skill that the agent has.
  • Value: The score the agent has for this skill.
TotalCallsToday

The amount of calls the agent has accepted today

Get Active calls of Agent By URI (no sip:)

  • No Authentication
  • With AnywhereNow Authentication
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/<uccname>/agent/user@host/calls
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/v2/<uccname>/agent/user@host/calls

Fields

  • String: Shows the LineURI(s) of the callers who are currently connected to this agent.

Get Calls

  • No Authentication
  • With AnywhereNow Authentication
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/<uccname>/calls
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/v2/<uccname>/calls

This shows information about all active UCC calls (in queue, in IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., connected with agent, etc)

Fields

Item Description
AcceptedSince

The date/time when the agent accepted the call
Agent SipAdress

The SIP address of the agent who accepted the call
CallId

The unique correlation id of the call
ConnectedSince

The date/time when the caller entered the UCC
CustomerSipAddress

The SIP address or LineURI of the caller
DisconnectedSince

The date/time of the disconnect of the call
InQueueSince

The date/time of moment the caller went into the queue
Skill

The skill the caller is in
AgentDisplayName

The display name of the agent who accepted the call
CurrentlyHunting

When the UCC is hunting the agent the value would be true
CustomerDisplayName

The display name of the caller
Huntlist

List of agent who are selected for the hunt. Based on the reservations
IsHunting

When the UCC is hunting the agent the value would be true
IsOnHold

When the caller is on hold, the value would be true

Get Calls by skill

  • No Authentication
  • With AnywhereNow Authentication
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/<uccname>/calls/<skillname>
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/v2/<uccname>/calls/<skillname>

This shows information about all active UCC calls per skill (in queue, in IVR, connected with agent, etc)

Fields

Item Description
AcceptedSince

The date/time when the agent accepted the call
Agent SipAdress

The SIP address of the agent who accepted the call
CallId

The unique correlation id of the call
ConnectedSince

The date/time when the caller entered the UCC
CustomerSipAddress

The SIP address or line URI of the caller
DisconnectedSince

The date/time of the disconnect of the call
InQueueSince

The date/time of moment the caller went into the queue
Skill

The skill the caller is in
AgentDisplayName

The display name of the agent who accepted the call
CurrentlyHunting

When the UCC is hunting the agent the value would be true
CustomerDisplayName

the display name of the caller
IsHunting

When the UCC is hunting the agent the value would be true
IsOnHold

When the caller is on hold, the value would be true

Get Queues

Note

Please note that only skills that have the setting "ShowOnWallboard" enabled will be displayed in the response.

  • No Authentication
  • With AnywhereNow Authentication
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/<uccname>/queue
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/v2/<uccname>/queue

This shows information about all queues (skills)

Fields

Item Description
AgentsOnCall

The amount of agents who are in a call for this skill
AvgWait

The average wait time (callers in the queue) in seconds
ID

The internal id of the skill
LongestWait

The time in seconds of the call who was in the queue for the longest time
Name

The name of the skill
CurrentSize

The amount of callers in the queue for this particular skill
MaxSize

The maximum size of the skill (OverflowThreshold setting)
Name

The name of the skill

Queues by skill

Note

Please note that only skills that have the setting "ShowOnWallboard" enabled will be displayed in the response.

  • No Authentication
  • With AnywhereNow Authentication
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/<uccname>/queue/<skillname>
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HTTP Request
GET http(s)://<fqdn>/dashboardservice/api/v2/<uccname>/queue/<skillname>

Fields

Item Description
AgentsOnCall

The amount of agents who are in a call for this skill
AvgWait

The average wait time (callers in the queue) in seconds
ID

The internal id of the skill
LongestWait

The time in seconds of the call who was in the queue for the longest time
Name

The name of the skill
CurrentSize

The amount of callers in the queue for this particular skill
MaxSize

The maximum size of the skill (OverflowThreshold setting)