Changelog

The Entry Point API has been updated with a new property for flow override settings. In addition, we've added the following new APIs - Bulk partial update Contact Service Queue(s), Get specific User by ID. The following APIs have been deprecated - List User Profile(s), Update specific User Profile by ID. Finally, the User Profile API Create a new User Profile has been removed. Enhanced user profile APIs with resource collection and access control lists are coming soon. Existing APIs still are functional until the new APIs are published and will become non-functional once the new APIs become available.

As part of the upcoming Queue Records (CLR) Search API GA, the following fields in the taskLegDetails query of the GraphQL Search API will be permanently removed after 15 June 2025. We previously issued deprecation notices for some of these changes in September and October 2024. If any of your taskLegDetails queries are using fields from the list of removed fields, you must update your queries to ensure continued functionality of your API after the removal date. Failure to update will result in a validation error.

List and Publish APIs have been enabled for Flows. The List Flows API allows the customer to find all of its flows, and to perform some basic filtering to search for specific ones. The Publish API allows a draft API to be moved to a published state. Together they enable transferring flows from one organization to another without having to manually retrieve the flow IDs and publish each one individually.

Users will be now allowed to include IVR ports for a particular campaign. This field will be available while starting a new campaign using url: create campaign request

The List Contact Service Queue v3 API will be deprecated. Please use the List Contact Service Queues v2 API instead.

Scopes cjp:user or cjp:config_write will be required for authorization for performing CRUD operations for the Campaign Manager APIs.

Scope cjp:user will be required for authorization for the Login, Reload and Create Task APIs.

New Call Monitoring APIs have been released to enable Contact Center Supervisors to monitor the quality of service being delivered across their multi-source contact centers.

Starting from May 16, 2025, the JavaScript SDK will be updated to a major version where the old methods will be deprecated and replaced by their newer v2 versions. Although the functionalities will remain the same, developers need to transition to using the updated methods: acceptV2, endV2(), cancelTaskV2(), pauseRecordingV2(), resumeRecordingV2(), wrapupV2(), consultV2(), consultEndV2(), consultConferenceV2(), exitConference(), consultTransferV2(), blindTransferV2(), vTeamTransferV2(), and buddyAgentsV2(). This change is necessary to ensure compatibility and leverage the improvements made in the newer versions of these methods.

Starting on January 16, 2025, the functions Desktop.actions.getWrapUpCodes() and Desktop.actions.getIdleCodes() will be deprecated and replaced by a paginated version of the function to fetch AUX codes. The new function, Desktop.agentConfigJsApi.fetchPaginatedAuxCodes(\{workType, page, pageSize, search, customFilter}), will handle the fetching of AUX codes. The workType parameter should be set to either WRAP_UP_CODE or IDLE_CODE to specify the type of AUX code that needs to be retrieved. This transition is part of an effort to improve the efficiency and functionality of AUX code retrieval within the system.

The following fields in the taskLegDetails query of GraphQL Search API are now marked as deprecated:

The following fields in the taskLegDetails query of GraphQL Search API are now marked as deprecated:

1. isBarged
2. isContactOffered
3. contactReason
4. botName
5. isMonitored
6. totalMonitoringCount
7. silentMonitoringCount
8. fullMonitoringCount
9. midcallMonitoringCount
10. resumedCount
11. overflowCount
12. pausedDuration
13. pausedCount
14. isChildLeg

These fields are still available for use but will be removed from the API response after December 2024.

• Consult Transfer Task API will not work during a conference call If the multiparty conference feature is enabled for the tenant. Instead, the consulting Agent can exit the conference using Exit Conference Task API
• Consult End Task API will not work to end the conference call if multiparty conference feature is enabled for the tenant. Instead, End Task API can be used to end the entire call.

The Secure Global Variable feature referenced here will be enabled for all the tenants by November 30, 2024. To ensure the continued confidentiality of your sensitive data, please follow the steps outlined in the attached PDF.

The callbackOrigin field in the Create Tasks API has been updated to reflect that web is the only supported value.

The following fields in the taskLegDetails query of GraphQL Search API are now marked as deprecated:

• monitorFullName
• bargedInDuration
• bargedInCount
• bargedInFailedCount

These fields are still available for use but will be removed from the API response after December 2024.

• The wrapup method of the agentContact module has been updated with validation for auxCodeId field. This field has to be a valid Id corresponding to the Wrap-up code configured in Control Hub. Zero is no longer a valid value and will not be supported. Wrap-up codes indicate the result of customer contacts, such as successful resolution or escalation of the contact. Creating and managing auxiliary codes requires an administrator role and the appropriate cjp:config_write or cjp:config_read scopes, maximum length 36 characters. WrapUp code should be from the list of codes configured for an Agent at the Desktop Profile Configuration in Control Hub.
• Beginning October 29, 2024, the wrapup() method will no longer accept invalid wrapup code.
• Please find a Vidcast explaining the above change here.

A new version of List Contact Service Queue has been added.

A new version of the List Team API has been added.

A new version of the List Entry Points API has been added.

Versions 2 and 3 of the Get All configuration APIs have been updated to support projection and filtration. This enhancement applies to most of the relevant fields. For more details, you can refer to the documentation for each individual Get All API where you will find a list of mentioned fields that are not applicable.

The Configuration APIs include the following resources: Address Book, Audio Files, Auxiliary Code, Desktop Layout, Desktop Profile, Dial Plan, Dial Number, Entry Point, Global Variables, Multimedia Profile, Outdial ANI, Contact Service Queue, Site, Team, Skill Profile, Skill, User Profiles, Users, Work Types, Contact Number, Business Hour, Holiday List, and Overrides.

A new version of the Create a Team API has been added.

A new version of the List Skill API has been added.

A new API has been added to the Outdial ANI resource, List Outdial ANI entries

A new User Profiles app module Agent Wellbeing(m_agent_wellbeing) has been added in the User Profiles entity to manage access control for Agent wellbeing configuration features.

New Auxiliary Code APIs have been added.

• List incoming reference entities by ID for Auxiliary Code
• Bulk save Auxiliary Codes
• Bulk partial update Auxiliary Codes
• Purge Inactive Auxiliary Codes

New Users APIs have been added.

• List incoming reference entities by ID for User Profiles
• Bulk export Users

A new Exit Conference Task API has been added.

The Consult Task API has been updated by adding a new parameter holdParticipants to the request body.

The destinationType parameter in the request body for the Consult Conference API and Consult Transfer API has been updated to support entryPoint.

We have updated the base URLs for the CJDS APIs across several environments:

| Region | URL | | -------------- | :-----------------------------: | | US | https://api.wxcc-us1.cisco.com | | EU 1 | https://api.wxcc-eu1.cisco.com | | EU 2 | https://api.wxcc-eu2.cisco.com |

If you are using any previous URLs, please re-enable the Webex Contact Center connector as outlined on the Getting Started page to ensure you continue receiving contact center events for the journey widget.

The wrapup method of the agentContact module has been updated with validation for auxCodeId field. This field has to be a valid Id corresponding to the Wrap-up code configured in Control Hub. Zero is no longer a valid value and will not be supported. Wrap-up codes indicate the result of customer contacts, such as successful resolution or escalation of the contact. Creating and managing auxiliary codes requires an administrator role and the appropriate cjp:config_write or cjp:config_read scopes, maximum length 36 characters.

The scopes cjp-analyzer:config_read and cjp-analyzer:read are supported by some APIs, however since these scopes cannot be provisioned for integrations, the support for these will be removed soon. The following APIs will be affected.

• Search API
• Tasks API
• Get Agent Activities
• Get Agent Statistics
• Get Queue Statistics
• Get Estimated Wait Time

The Agent Profile APIs will be replaced with Desktop Profile APIs. All operations done with Agent Profile APIs will be possible with Desktop Profile APIs.

Bulk partial update Users has been added to conveniently update the entity by passing in only the properties that need updating.

Bulk partial update Auxiliary Codes has been added to conveniently update the entity by passing in only the properties that need updating.

The Users APIs have been updated to support the inclusion of the userLevelBurnoutInclusion property

The Auxiliary Codes APIs have been updated to support the inclusion of the burnoutInclusion property

A progressive outbound dialer campaign is an automated system used by businesses to make outbound calls to their customers or clients. The system uses rules to determine which phone numbers to call and when to call them. Once a call is connected, the system provides the agent with information about the customer to improve service. The system can increase the productivity of call center agents, reduce wait times, and improve the customer experience.

• Create Campaign Request: A create campaign API allows businesses to programmatically create outbound campaigns using their own software applications. This type of API typically allows businesses to set up the parameters for a campaign, such as the list of phone numbers to call, the message or script to deliver, and the time of day or day of the week to call.

• Update Campaign Request: By using an update campaign API, businesses can automate the process of modifying and managing outbound campaigns, and integrate campaign updates into their existing workflows or applications. This can help to improve efficiency and reduce errors, as well as allow for greater flexibility and control over outbound campaigns.

• Delete Campaign: The delete campaign API enables businesses to automate the process of managing outbound campaigns and integrate campaign deletion into their existing workflows or applications.

Import and Export APIs have been enabled for Flows.

The Export API allows to export the draft version of a flow into a JSON file.

The Import API allows to import an exported flow and override an existing flow if there is an exact name match.

Together they enable transferring flows from one organization to another without having to change any flow config. This enables customers to test the flow in an org and import the production-ready flows into the production org.

We are updating the calculation for totalAvailableTime in the Agent Statistics API to ensure consistency across intervals, regardless of whether an agent logs out during the interval in question. Currently, totalAvailableTime is calculated as agentLoggedinDuration - unavailableDuration. This will be revised to agentIntervalStartTimeDuration - unavailableDuration.

For example, consider an agent who logs in at 2:00 PM and logs out at 2:45 PM, remaining available for 10 minutes within each 15-minute interval. We assess availability over three intervals: 2:00-2:15 PM, 2:15-2:30 PM, and 2:30-2:45 PM. The computation for the first two intervals remains unchanged. The update affects only the last interval.

Under the current method, the totalAvailableTime for the 2:30-2:45 PM window, during which the agent logged out, is incorrectly calculated as 30 minutes (10 min from 2:00 - 2:15 PM + 10 min from 2:15 - 2:30 PM + 10 min from 2:30 -2:45 PM) . After implementing the fix, the totalAvailableTime for this window i.e. 2:30 - 2:45 PM , will correctly reflect 10 minutes, aligning with the calculation used for the other intervals.

The below public APIs have been enhanced to enforce length restrictions on the free-form string inputs. NOTE: These changes will be GA’ed effective 29-March-2024.

The below call-control and register APIs have been enhanced to enforce length restrictions on the free-form string inputs. Please refer to the individual links for the limitations that have been added to these APIs

• create-campaign-request
• update-campaign-request
• subscribe-notification
• create-monitoring-request
• hold-task
• resume-task
• wrap-up-task
• reject-task
• consult-end-task
• consult-task
• consult-conference-task
• consult-transfer-task
• create-task
• login
• logout
• state-change
• buddy-agents-list

The Search API has moved from Beta to Generally available with updated documentation and guide . There is no functional change to this API

Barge In API is introduced to create a successful barge-in request for the supervisor to barge in the call that is being monitored already.

To better align with the broader Webex strategy, all integrations created in this portal will issue access tokens subject to a 14-day expiry period, and refresh tokens subject to a 90-day expiry period.

The Captures API response will display specific channel2 value based on callType and number of participants in the call.

The Captures API has been enhanced to fetch transcripts of Digital Channel contacts. Digital Channel contact transcript will cover all channels supported today. The transcript can be fetched as a json file with each message and short lived url to attachments.

The Captures API should be used in conjunction with the Search API.

In order to add Versioning support for webhook events, V2 based Subscription APIs have been introduced.

See Subscription documentation for more details on the APIs.

To move from V1 subscriptions to V2 subscriptions, refer to the Migration Guide.

The end-of-life date for V1 based subscriptions is yet to be determined but we strongly recommend migrating to V2 based subscriptions to preempt any potential service disruptions

In addition to versioning improvements, V2-based Subscription APIs include enhanced security features to validate data integrity and mitigate replay attacks. For insights and sample code on replay attack prevention, refer to the Replay Attack Prevention Documentation.

To accommodate the needs of medium and large-scale customers, we are continuously raising the configuration limits per organization. Consequently, the max page size for each API response is now constrained to 100 for every get-all API for the following resources: Address Book, Audio Files, Auxiliary Code, Desktop Layout, Desktop Profile, Dial Plan, Dial Number, Entry Point, Global Variables, Multimedia Profile, Outdial ANI, Contact Service Queue, Site, Team, Skill Profile, Skill, User Profiles, Users, Work Types, Contact Number, Business Hour, Holiday List, and Overrides.

NOTE: The default page size was 100 already, when no specific page size was provided.

A new resource named Business Hour has been added to allow configuring the Webex Contact Center Business hours as per business requirements. The endpoints will support creation/update/deletion of Business hours. See Business Hour for more details

A new resource named Holiday List has been added to allow configuring the Webex Contact Center Holiday List as per business requirements. The endpoints will support creation/update/deletion of Holiday List. See Holiday List for more details.

A new resource named Contact Number has been added to allow configuring the Webex Contact Center Contact Number as per business requirements. The endpoints will support creation/update/deletion of Contact Number. See Contact Number for more details.

A new resource named Overrides has been added to allow configuring the Webex Contact Center Overrides as per business requirements. The endpoints will support creation/update/deletion of Overrides. See Overrides for more details.

The Captures API response structure has been enhanced to support the return of digital transcriptions for digital interactions.

The List Contact Service Queue v1 API will be deprecated. Please use the List Contact Service Queues v2 API instead.

This API will be deprecated on January 13th, 2024

The List Skill Profiles (v2 API) response doesn’t contain activeEnumSkills and activeSkills fields. In order to fetch the activeEnumSkills and activeSkills fields , please use Get A Skill Profile By ID API.

The List Outdial ANIs v1 API will be deprecated. Please use the List Outdial ANIs v2 API instead.

This API will be deprecated on January 13th, 2024.

A new API has been added to the Contact Service Queue Resource. Retrieving a list of contact service queues is now supported via the List Contact Service Queues API.

Note: Get Contact Service Queue V2 API response doesn’t contain callDistributionGroups information, In order to fetch the callDistributionGroups , please use the Get An Contact Service Queue By ID API.

The List Skill Profile v1 API will be deprecated. Please use the List Skill Profiles v2 API instead.

This API will be deprecated on January 13th, 2024

The List Outdial ANIs (v2 API) response doesn’t contain outdialANIEntries field. In order to fetch outdialANIEntries, please use the Get An Outdial ANI By ID API.

All new Developer Sandboxes created will be on the New Generation (RTMS) platform. We urge you to delete and provision a new sandbox if you want to test the latest features on RTMS. The new sandboxes also come with auto-provisioned outbound call configurations. https://developer.webex.com/docs/sandbox_cc

The Webex Contact Center APIs now allows the supervisors to change the state of the agents. Also administrators with premium agent license can do a self state change.

In GraphQL Search API, TrackingId should be sent either as a TrackingId header or as a TrackingId parameter. The TrackingId value should follow the format <ServiceName>_<UUID>. The service name can be up to 27 characters and can only contain the characters hyphen , 0-9, a-z, A-Z. Ex: ServiceName_9b4d5dab-965c-4ea6-a0f3-e3756091541a.

In case the TrackingId is invalid then the GraphQL Search API responds back with HTTP 400 response. In case if the TrackingId is not sent in the request, GraphQL Search API internally generates a trackingId and serves the request. However, it is recommended to send a valid TrackingId to the GraphQL Search API.

Captures API response will be modified now to provide the details of which participant is recorded in which channel under list of recordings.

The "to" field in the GraphQL Objects will be modified to now time if future time is passed.

Webhook event for Agent State Change will now be generated whenever an agent changes their state to idle/available in Agent Desktop while actively handling a task. To indicate that agent is in a connected state, a new field 'connectedChannels' is added as part of this event. This new field will have a list of channelIds that the agent is actively handling. See Agent State Change for more details.

Added new web-socket notifications payload to Contact Control APIs Guide

Outbound Dialer APIs

A progressive outbound dialer campaign is an automated system used by businesses to make outbound calls to their customers or clients. The system uses rules to determine which phone numbers to call and when to call them. Once a call is connected, the system provides the agent with information about the customer to improve service. The system can increase the productivity of call center agents, reduce wait times, and improve the customer experience.

• Create Campaign Request: A create campaign API allows businesses to programmatically create outbound campaigns using their own software applications. This type of API typically allows businesses to set up the parameters for a campaign, such as the list of phone numbers to call, the message or script to deliver, and the time of day or day of the week to call.

• Update Campaign Request: By using an update campaign API, businesses can automate the process of modifying and managing outbound campaigns, and integrate campaign updates into their existing workflows or applications. This can help to improve efficiency and reduce errors, as well as allow for greater flexibility and control over outbound campaigns.

• Delete Campaign: The delete campaign API enables businesses to automate the process of managing outbound campaigns and integrate campaign deletion into their existing workflows or applications.

Support origin for callback outbound type in Create Task API.

Besides existing behaviour that allows agent to perform their state change, this API will now allow the supervisors to perform authorized (Access Rights) team's agents state change.

For this, the Webex Contact Center 'Manage Agent States' module needs to be enabled.

The page size of AgentSession and TaskDetails object served by the GraphQL Search API has been increased from 100 to 250.

The sort Argument is removed at all fields in AgentSession GraphQL Schema in Search API. See Get Search Endpoint for more information.

Webhook event for Agent State Change will not be generated whenever an agent changed their state in Agent Desktop while actively handling a task. This is done to indicate that the agent is in connected state while the task is still going on. See [Agent State Change] (/docs/api/v1/agents/state-change) for more details.

Webhook event for Agent State Change will now have an additional state named wrapup-done. This new state will indicate that an agent has selected a wrapup reason and finished wrapup of their current task. See [Agent State Change] (/docs/api/v1/agents/state-change) for more details.

All the Agent Profile APIs will now refer to the entities as Desktop Profile in the tags and description. But the endpoints and URLs are not modified and continue to be as before.

Existing Journey APIs are getting replaced as Journey has migrated from Azure to AWS.

"Create User" and "Delete User by Id" endpoints have been removed from Users resource as this operation can only be performed from Cisco Webex Control Hub.

The Captures API response has been modified. List of historical transcriptions will be available in the modified response along with the recordings details.

Agent Desktop APIs - Call Consult APIs

Webex Contact Center now offers an additional set of Agent Desktop APIs that allow partners and customers to set up their own Agent Desktop and create task activities. These Call Consult APIs are:

Available Agents API for Blind Transfer/Consult/Conference: Fetches the available list of agents who can be reached for consult, conference, or transfer.

Consult Transfer: An agent can initiate a consult task with another agent and transfer the call when required.

Reject/End Consult Request: Allows an agent to reject a consulting call request.

Accept Consult Request: Allows an agent to accept a consulting call request.

Consult Conference: Allows an agent to add an already consulting agent/dial number to the call with the customer, so that all three participants can be in a conference.

Automate provisioning using Administrator Configuration APIs

You can now automate provisioning for users and use key contact center features. The administrator configuration APIs releasing this cycle:

Users: Maintain user entities to store basic user-related information such as Name, Phone Number, Email ID, Location, etc.

User Profile: User Profile is an extension of user data that stores information such as user subscriptions, orders, rewards, preferences etc.

Desktop Layout: Create a Webex Contact Center Desktop layout to simplify and track the moving parts of a Contact Center administrator profile, and you get to customize it to fit your needs.

Global Variables: These variables are configurable and accessible in every facet of the Contact Center ecosystem.

Work Types: Set and track the work status of a call, such as, when a line is idle or if a call has been wrapped up. This helps you estimate when that line would be ready to accommodate the next call.

Audio Files: You can upload pre-recorded audio/music messages to use as part of your flow. For more information, visit the Webex Contact Center for Developers portal.

A new resource named Global Variables has been added that could be viewed and accessed when creating flows. The endpoints will support creation/update/deletion of Global Variables. See Global Variables for more details.

User Profile resource has been updated to improve the readability of the API usage. Improved documentation with better examples, to facilitate ease of use.

Currently both endpoints to List User Profile "/user-profile" and "/v2/user-profile" already exists. Beginning February 2023, endpoint /user-profile will be deprecated .

See User Profile page for more details.

A new resource named Audio Files has been added to enable upload/download/deletion of .wav audio files. See Audio Files for more details.

A new resource named Work Types has been added to group idle and wrap-up codes. The endpoints will support creation/update/deletion of Work Types. See Work Types for more details.

A new resource named Desktop Layout has been added to allow configuring the Webex Contact Center Desktop as per business requirements. The endpoints will support creation/update/deletion of Desktop Layout. See Desktop Layout for more details.

Users resource has been updated.

The Users API endpoint to "Create A User Record" as well as "Delete A User Record" will be deprecated beginning February 2023 as this operation can be performed only from Cisco Webex Control Hub.

A new endpoint to List Users "/v2/users" is now available. The existing endpoint to "List Users" /users will be deprecated beginning February 2023.

The endpoint to "List Users Along With User Profile" & "List Users Along With User Profile by ID" will be deprecated beginning February 2023 as this operation can be performed using APIs of User Profile resource.

See Users page for more details.

The "totalAssignedTasks" field for the Get Queue Statistics API response is now deprecated, this field always returns a value as 0 and will be removed in future.