APIs for schedule management and IVR configuration - released 7/26!

APIs for schedule management and IVR configuration

New API resources for schedule management and IVR configuration are now available. For more information, see Architect API Resources in the Developer Center.

Use-case example

This API is useful for those who want to open and close chat availability based on their PureCloud IVR schedules. Now, these schedules can be accessed directly from PureCloud as a single source-of-truth.

2 Likes

As for any new APIs, this is a good news, however, we have the same issue of anybody that want to check open hours to offer or not the chat (so far we are evaluating if there is any logged agents on the queue) or if want to evaluate schedules inside a call flows. Using these new APIs is a lot of work because the APIs just return a list of each schedule with its configuration, so there is no way to add the api to the web page just to see if a flow is open or not,
What probably would be usefull is to have an API with a schedulegroup and datetime as inputs and a simple open/close as return.

Thanks for the feedback, Sergio. Good point on providing an API endpoint that allows you to provide time and schedule group and evaluate which path it is taking.

Let me explain a bit more on what we are thinking today in terms on delivering. We are currently working on enhancing email flows to do the exact same thing you are describing - you will be able to evaluate a schedule group against a specific time and then within the flow, you either take the "open" or "closed" path and can decide what to do. We are planning on releasing this functionality this quarter.

The second item we are planning on adding, but this is in earlier stages of planning, are web chat flows. Web chat flows would provide very similar functionality to email flows, including the above mentioned schedule check or cloud data dips. This is planned for later this year or early next year.

We are also planning on enhancing our scheduling options to provide an easy way to check for holidays and emergencies.

That said, you have a great point - we could also create a new API endpoint that allows you to easily check against a particular schedule group and get your answer. This is something we do internally today for the email flow functionality, but not something we offer via public API yet. I'll it to the list for consideration.

Thanks again!