Overview
The API Enablement is a centralized hub for connecting CCaaS to external systems.
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 CCaaS REST API endpoints that retrieve data — including Historical Call Data, Real-Time Metrics, Recordings, and Agent and Skill lists. Covers request structure, parameters, and response shapes.
Reference documentation for CCaaS REST API endpoints that trigger contact center actions — including Click to Dial and the Callback API. Covers request structure, parameters, and response shapes.
Rate limiting rules and a reference table of all expected HTTP response status codes for CCaaS API endpoints.