Cention Organization, Area, Routing and Tag API

This Cention Organization, Area, Routing and Tag API is organized around REST. It is meant to include everything necessary to manage organization, area, routing and tag in Cention Contact Center programmatically.

Cention Contact Center is centered around workspaces (spaces for short). Organization, area, routing and tag 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/org/1:myorgname")) 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",
}

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

Creates an Organization.

* Field must exist during creation.

Working time data can be defined by day of week such as “Monday”, “Tuesday”, “Wednesday”, “Thursday”, “Friday”, “Saturday” and “Sunday”. Each day consists of following parameters.

{
   "id": 1,
   "active": true,
   "anonymize_contact": true,
   "anonymize_day": 365,
   "bright_settings": {
      "active": true,
      "language_code": "SE",
      "survey_reference_code": "123"
   },
   "external_id": "123456",
   "name": "new organisation",
   "pro_active_chat": "1",
   "time_zone": "CET",
   "working_time_data": {
      "Friday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Monday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Saturday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Thursday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Tuesday":{
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Wednesday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      }
   }
}

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

Updates an Organization.

Refer to Create an Organization’s parameters table.

{
    "id": 1,
    "active": true,
    "anonymize_contact": true,
    "anonymize_day": 365,
}

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

Deletes an Organization.

{
	"id": 1,
	"deleted": true
}

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

Create an Area.

* Field must exist during creation.

Agent group is an array of following parameters

Server email is an array of following parameters

{
   "id:: 3,
   "agent_groups": [
     {"id": 1, "name": "API Agents"}
   ],
   "anonymize_contact": true,
   "anonymize_day": 0,
   "description": "Area 1",
   "done_date": {
      "done_date_address": "notification@example.com",
      "due_date_selected": 1,
      "expected_done_date_note": "note to customer",
      "has_done_date_notification": true
   },
   "expire_time": {
      "general_alert_time": {
         "days": 1,
         "hours": 0,
         "mins": 0
      },
      "general_warning_time": {
         "days": 1,
         "hours": 0,
         "mins": 0
      },
      "hold_time": {
         "days": 1,
         "hours": 0,
         "mins": 0
      },
      "partial_answer_alert_time": {
         "days": 1,
         "hours": 0,
         "mins": 0
      },
      "partial_answer_hold_time": {
         "days": 1,
         "hours": 0,
         "mins": 0
      },
      "partial_answer_warning_time": {
         "days": 1,
         "hours": 0,
         "mins": 0
      }
   },
   "external_id": "998",
   "has_chat": true,
   "name": "Area 1",
   "organisation_id": 5,
   "reply_to_email_address": "reply-to@example.com",
   "reply_to_name": "support",
   "server_emails": [
      {
       "id": -1,
       "name": "s1@example.com",
       "order": 1
      },
      {
       "id": -1,
       "name": "s2@example.com",
       "order": 2
      }
   ],
   "time_zone": "MYT",
   "working_time_data": {
      "Friday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Monday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Thursday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Tuesday":{
        "end": "18:00",
        "start": "09:00",
        "working": true
      },
      "Wednesday": {
        "end": "18:00",
        "start": "09:00",
        "working": true
      }
   }
}

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

Update an Area. All fields are optional.

Refer to Create an Area’s parameters table.

Update an Area. All fields are optional.

{
	"id": 3,
	"name": "Area 1 name"
}

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

Deletes an Area.

{
	"id": 3,
	"deleted": true
}

POST https://apid.cention.com/s/:workspace/v1/routing/keywords

Creates a Routing for keywords.

* Field must exist during creation.

{
   "id": 5,
   "areas": [1,2,3],
   "content": "account",
   "type": "Subject or text"
}

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

Updates a Routing for keywords

Refer to Create Routing for keywords’s parameters table.

{
   "id": 5,
   "areas": [1,3],
   "content": "faulty",
   "type": "Subject or text"
}

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

Deletes a Routing for keyword.

{
	"id": 5,
	"deleted": true
}

POST https://apid.cention.com/s/:workspace/v1/routing/autotags

Creates a Routing for auto tag.

* Field must exist during creation.

{
   "id": 6,
   "areas": [1,2,3],
   "content": "account",
   "type": "Subject or text",
   "tag": "tag-name"
}

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

Updates a Routing for auto tag

Refer to Create Routing for auto tag’s parameters table.

{
   "id": 6,
   "areas": [1,3],
   "content": "faulty",
   "tag": "tag-name"
   "type": "Subject or text",
}

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

Deletes a Routing for auto tag.

{
	"id": 6,
	"deleted": true
}

POST https://apid.cention.com/s/:workspace/v1/routing/sip

Creates a Routing for SIP.

* Field must exist during creation.

{
   "id": 2,
   "areas": [1,2,3],
   "route_sip_id": "123456"
}

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

Updates a Routing for SIP

Refer to Create Routing for SIP’s parameters table.

{
   "id": 2,
   "areas": [1,3],
   "route_sip_id": "123456"
}

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

Deletes a Routing for SIP.

{
	"id": 6,
	"deleted": true
}

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

Creates a Tag.

* Field must exist during creation.

{
   "id": 37,
   "tag_id": 22,
   "areas": [1,2,3],
   "tag_delete": false,
   "tag_name": "tagLv1"
}

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

Updates a Tag

Refer to Create a Tag’s parameters table.

{
   "id": 38,
   "tag_id": 23,
   "areas": [1,2,3],
   "parent_tag": "tagLv1",
   "tag_name": "tagLv2"
}

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

Deletes a Tag.

{
	"id": 38,
	"deleted": true
}