Cention Agent API

This Cention Agent API is organized around REST. It is meant to include everything necessary to manage agents in Cention Contact Center programmatically.

Cention Contact Center is centered around workspaces (spaces for short). Agents are unique to a workspace and therefore workspace must be specified in the URL for each request.

• :id variable integer. Eg: 1, 200, 123, etc.
• :workspace variable string. Eg: televox.
• <access-key-id>, :access-key-id variable string of access key id. Eg: b1Ze9QZzl_4aVmyKstVd3r7V4pXLkGwoXkN79adh.
• <access-key-secret> variable string of access key secret.
• <signature> variable signature string result from HMAC SHA256 concatenation several parts of the API request with colon as separator, encoded in hexadecimal string. Eg: 46cbf972d16ccb1f4e5a8b5888316898c55d105dc1411dea2451a7216840456e
• HMAC-SHA256 HMAC SHA25 operation function which take argment <access-key-secret> and data of concatenation of API parts with colon as separator.
• hexString function take convert bytes to hexadecimal string.

Use HTTP header Authorization: Authorization CENTION1-HMAC-SHA256 <access-key-id>,<signature>

Use HMAC SHA256 HMAC-SHA256(<access-key-secret>, <access-key-id>:<space>:<api-path>:<field-value-1>:<field-value-2>...) Example: hexString(hmacSHA256("secret", "xyz:space:/v1/agent/1:admin:myusername")) NOTE: Field values are order by field key ascending alphanumerically. Eg, value of field login_name come first before value of field user_name. Array data is calculated using comma seperator field. Eg, array [1, 2, 3] will become 1,2,3. Example: hexString(hmacSHA256("secret", "xyz:space:/v1/agent-group/1:1,2,3"))

Omitted field will not be processed and will not be return as response data unless there is indirect effect change.

{
	"error": "error message",
}

https://apid.cention.com/s/:workspace/v1/agent

POST https://apid.cention.com/s/:workspace/v1/agent

Creates an Agent.

* Field must exist during creation.

{
	"id": 195,
	"login_name": "carman@company.com",
	"admin_level": "agent",
	"user_name": "Carman Stockinger",
	"external_id": "743",
	"bright_reference_code": "",
	"signature_name": "Carman",
	"chat_name": "Carman"
}

PUT https://apid.cention.com/s/:workspace/v1/agent/:id

Updates an Agent.

Refer to Create an Agent’s parameters table.

{
	"id": 195,
	"login_name": "carman@company.com",
	"admin_level": "agent",
	"user_name": "Carman Stockinger",
	"external_id": "743",
	"bright_reference_code": "",
	"signature_name": "Carman",
	"chat_name": "Carman",
	"activate": "true"
}

DELETE https://apid.cention.com/s/:workspace/v1/agent/:id

Deletes an Agent.

{
	"id": 195,
	"deleted": true
}

GET https://apid.cention.com/s/:workspace/v1/agent

Get all agents

{
    "data": [{
        "id": 195,
        "login_name": "carman@company.com",
        "user_name": "Carman Stockinger",
        "active": true
    },{
        "id": 196,
        "login_name": "john@company.com",
        "user_name": "John",
        "active": true
    },{
        "id": 197,
        "login_name": "mary@company.com",
        "user_name": "Mary",
        "active": false
    }]
}

POST https://apid.cention.com/s/:workspace/v1/agent/:id/access-key

Create an Agent Access Key for specified agent that can be used to login the agent programmatically using window.PostMessage() API.

{
	"access_key_id": "qj7w6uVJG3HLg5pT^%d5H8PuJyXN#XZ68kDjZdGP",
	"secret_access_key": "6zMsEv3diD(FJhe$%MBsmv72MpWBEf2VS7EAivLN",
	"expiry": 123
}

DELETE https://apid.cention.com/s/:workspace/v1/agent/:id/access-key/:access-key-id

Revoke specified Agent Access key from specified agent.

{
	"access_key_id": "qj7w6uVJG3HLg5pT^%d5H8PuJyXN#XZ68kDjZdGP",
        "deleted": true
}

POST https://apid.cention.com/s/:workspace/v1/agent-group

Create an Agent Group. Agent Groups are used for giving agents access to areas.

{
	"id": 690,
	"agents": [100, 222, 316],
	"areas": [3, 1, 6],
	"name": "Agents"
}

PUT https://apid.cention.com/s/:workspace/v1/agent-group/:id

Update an Agent Group. All fields are optional.

Refer to Create an Agent Group’s parameters table.

Update an Agent Group. All fields are optional.

{
	"id": 690,
	"name": "Agents"
}

POST https://apid.cention.com/s/:workspace/v1/agent-group/:id/add-agent

{
	"id": 690,
	"name": "Agents"
}

POST https://apid.cention.com/s/:workspace/v1/agent-group/:id/remove-agent

{
	"id": 690,
	"name": "Agents"
}

** These endpoints’ response don’t reflect the agent-group state. It just response the parameters. If server alters the parameter, then response will alter too.

DELETE https://apid.cention.com/s/:workspace/v1/agent-group/:id

Deletes an agent group.

{
	"id": 195,
	"deleted": true
}