Overview
API Enablement provides the tools and configuration options needed to connect CCaaS with external systems, applications, and services.
It centralizes all outbound and inbound API integrations — giving administrators control over authentication, data access, event-driven webhooks, and agent-facing integrations in one place. All API features require a Service User and its accompanying bearer token to authenticate requests.
These capabilities work independently or in combination to support a wide range of integration scenarios — from exporting call data into third-party platforms to surfacing live CRM records for agents at the moment a call arrives.
Configures URL-based screen pops that open an external web page — such as a CRM record — for an agent when a defined call event occurs, using live call data embedded as URL parameters.
Creates and manages dedicated API accounts used to authenticate all CCaaS API integrations. Each Service User generates a bearer token that must be present on every API request made on its behalf.
Reference documentation for all CCaaS REST API endpoints, including Historical Call Data, Real-Time Metrics, Recordings, and Agent and Skill lists. Covers request structure, parameters, response shapes, and status codes.