Automatic Call Distribution for Salesforce

Call Distribution

Service Parameters for the call distribution service are -

•PBX Id

•Org Id

•Extension Look Up Id

•Caller Id/Called Id/IVR Id

•PBX Token

To get the extension for the PBX and the Look up the ExtNo call has to be used from the PBX:

/api/ExtNo/<PBXId><OrgId>/?lookupid=<Lookupid>&callerid=<callerId>&calledid=<calledId>&ivrid=<IVRId>

Parameters:

The first parameter in the path <PBXId><OrgId> is the PBX Id joined with the Org Id (without a blank or separator).

The Look up Id is optional and has to be added as a URL-parameter in the form ?lookupid=<LookupId>.

If a Look up Id is used, this look up Id has to be registered inside ACD (using the PBXConf call).

Otherwise the default Look up for this PBX will be used.

The parameters calledid, callerid and ivrid are optional, but at least one has to be used.

To call ExtNo a PBX-Token has to be used. The PBX-Token can be requested inside ACDPortal and has to match the PBX it has been issued for.

The Token has to be delivered in the call either as a URL-Param in the form ?token=<theToken> or in the HTTP Header as Bearer Authorization:

Authorization: Bearer <theToken>