/icws/{sessionId}/configuration/keyword-sets

GET

/icws/{sessionId}/configuration/keyword-sets

Retrieves a list of keywordSets. The results can be filtered by specifying a query. All list-based configuration object resources will have a complex property that will serve as its identity. This property is called the configurationId and consists of a {id, displayName, uri}.

The following result limits are enforced by the server regardless of the value of the Range header field:

  • If no properties are included (see select parameter), then all of the items will be returned.
  • If any properties are included (see select parameter), then a maximum of 200 items will be returned in the result.
Feature Version
configuration 1

Request

Parameters
Type
Name
Comments
Header
ININ-ICWS-CSRF-Token

Required

The ININ session token necessary for all calls that require a security or user context.

    Header
    Cookie

    Required

    The session cookie. With the exception of the connection request, all requests must provide a session cookie.

      Template
      sessionId

      Required

      The ININ session ID necessary for all calls that require a security or user context.

        Header
        Range

        Specifies the range of results to be returned.

        Example: Range: items=10-20.

          Query
          select

          A comma-delimited list of fields to include in the query. If no fields are specified, then only the ID of the items is returned.

          Example: select=extension,defaultWorkstation

          One can also specify that all of the properties should be returned by using the '*' wildcard value. This is a shortcut for specifying all of the properties' names in the parameter.

          The selected properties with a NULL value will not be returned to conserve the Interaction Center server's resources.

            Query
            where

            A comma-delimited list of conditions to filter the results of the query. Only items that satisfy all conditions will be returned.

            The following operators can be used:

            • eq - equals
            • sw - starts with
            • ct - contains

            Example: where=configurationId.id sw Value

            It is supported for the following properties:

            • configurationId.displayName
            • configurationId.id
            • notes

              Query
              orderBy

              The name of the field to sort the results by and an optional sort direction. The default is to sort by configurationId.displayName in ascending order. A query can only be sorted by one field and only supports one (optional) direction indicator: asc (ascending) or desc (descending).

              To sort in descending order use: orderBy=configurationId.id desc

              To sort in ascending order use: orderBy=configurationId.id (or orderBy=configurationId.id asc)

              It is supported for the following properties:

              • configurationId.displayName
              • configurationId.id

              Default value: configurationId.displayName

                Query
                rightsFilter
                The security right to use when filtering the results.

                Default value: admin

                Options:

                • view
                • admin

                Response

                200 - OK
                The result set of the query is included in the response.
                Parameters
                Type
                Name
                Comments
                Header
                Content-Range

                Required

                Specifies the range of items being returned in the result along with the total number of items.

                Example: Content-Range: items 5-10/200

                  keywordSets
                  Represents a list of keywordSet configuration objects.
                  Property
                  Value
                  Comments
                  id
                  String

                  Required

                  The unique identifier used to reference this configuration object.
                  displayName
                  String
                  The display name of this configuration object.

                  This property can be null.

                  uri
                  Uri
                  A URI used to access this configuration object.
                  createdDate
                  DateTime
                  The date this configuration object was created.

                  This is a read only property and can not be changed with PUT or POST operations.

                  This property can be null.

                  name
                  String

                  Required

                  The key identifying this pair.
                  value
                  String

                  Required

                  The value of this pair.

                  This property can be null.

                  lastModifiedDate
                  DateTime
                  The date this configuration object was last modified.

                  This is a read only property and can not be changed with PUT or POST operations.

                  This property can be null.

                  notes
                  String
                  The notes for this configuration object.

                  This property can be null.

                  category
                  String
                  The value must conform to all of these criteria:
                  • Is a string with from 1 to 128 characters.

                  This property can be null.

                  agentScore
                  Int
                  The agent score is the value that should be assigned to the agent upon detection of this keyword. The value must conform to all of these criteria:
                  • Is a value from -100 to 100.

                  Setting this property to null will set it to its default value.

                  Default value: 0

                  customerScore
                  Int
                  The customer score is the value that should be assigned to the customer upon detection of this keyword. The value must conform to all of these criteria:
                  • Is a value from -100 to 100.

                  Setting this property to null will set it to its default value.

                  Default value: 0

                  language
                  String
                  The languages that are supported by the server for keywords can be obtained from GET /icws/{sessionId}/configuration/interaction-analyzer/licensed-languages. If a language not in that list is used in a POST or PUT operation, the server will return an error.

                  This property can be null.

                  minimumConfidenceThreshold
                  Float
                  The minimum confidence threshold specifies how certain Interaction Analyzer must be before reporting instances of the keyword. The value must conform to all of these criteria:
                  • Is a value from 0 to 1.

                  Setting this property to null will set it to its default value.

                  Default value: 0.5

                  userAntiPronunciations
                  List [Unbounded]: String
                  The anti-pronunciations are phonetic spellings of words that Interaction Analyzer should not use to detect this keyword. For more information, see the Interaction Analyzer Technical Reference Document in the Interaction Center Documentation Library. This must be set if userPronunciations, userWords, and userAntiWords are all null. Is a collection of items that each conform to all of these criteria:
                  • Is a string with at most 128 characters.
                  • Is a value representing a valid user pronunciation.

                  This property can be null.

                  Property type documentation:

                  Represents a collection of strings.

                  userAntiWords
                  List [Unbounded]: String
                  The words or spellings words that Interaction Analyzer should not use to detect this keyword. This must be set if userPronunciations, userAntiPronunciations, and userWords are all null. Is a collection of items that each conform to all of these criteria:
                  • Is a string with at most 128 characters.
                  • Is a value representing a valid keyword word.

                  This property can be null.

                  Property type documentation:

                  Represents a collection of strings.

                  userPronunciations
                  List [Unbounded]: String
                  The pronunciations are phonetic spellings of words that Interaction Analyzer should use to detect this keyword. For more information, see the Interaction Analyzer Technical Reference Document in the Interaction Center Documentation Library. This must be set if userAntiPronunciations, userWords, and userAntiWords are all null. Is a collection of items that each conform to all of these criteria:
                  • Is a string with at most 128 characters.
                  • Is a value representing a valid user pronunciation.

                  This property can be null.

                  Property type documentation:

                  Represents a collection of strings.

                  userWords
                  List [Unbounded]: String
                  The words or spellings that Interaction Analyzer should use to detect this keyword. This must be set if userPronunciations, userAntiPronunciations, and userAntiWords are all null. Is a collection of items that each conform to all of these criteria:
                  • Is a string with at most 128 characters.
                  • Is a value representing a valid keyword word.

                  This property can be null.

                  Property type documentation:

                  Represents a collection of strings.

                  400 - Bad Request
                  Invalid parameter value was specified.

                  Error Responses

                  Error Identifier
                  Error Type
                  Error Description
                  error.request.invalidRepresentation.malformed
                  Type: urn:inin.com:common:error
                  The request representation object was malformed.
                  Feature Version
                  configuration 2
                  error.request.configuration.get.selectAll
                  Type: urn:inin.com:common:error
                  Combining the wildcard (*) and one or more specific properties in one request is not supported.
                  Feature Version
                  configuration 2
                  error.request.configuration.getObjectList
                  Type: urn:inin.com:configuration:getObjectListError
                  One or more of the properties in the 'rightsFilter', 'select', 'where', or 'orderBy' query parameters are not supported.
                  Feature Version
                  configuration 2
                  error.request.configuration.getObjectList.invalidSortDirection
                  Type: urn:inin.com:common:error
                  The sort direction in the 'orderBy' query parameter is not supported.
                  Feature Version
                  configuration 2
                  error.request.configuration.getObjectList.invalidWhereOperator
                  Type: urn:inin.com:common:error
                  The operator in the 'where' query parameter is not supported.
                  Feature Version
                  configuration 2
                  error
                  Provides additional detail for an error.
                  Property
                  Value
                  Comments

                  Multiple options:

                  The value can be assigned any of the following options.
                  errorId
                  String
                  The error identifier that describes the current error.
                  message
                  String

                  Required

                  A message that describes the current error.
                  __type
                  "urn:inin.com:configuration:getObjectListError"

                  Required

                  The JSON type representing this option.
                  errorId
                  String
                  The error identifier that describes the current error.
                  message
                  String

                  Required

                  A message that describes the current error.
                  select
                  List [Unbounded]: String
                  The properties in the select query parameter that are not supported by the object type.

                  Property type documentation:

                  Represents a collection of strings.

                  rightsFilter
                  String
                  The properties in the rightsFilter query parameter that are not supported by the object type.
                  where
                  List [Unbounded]: String
                  The properties in the where query parameter that are not supported by the object type.

                  Property type documentation:

                  Represents a collection of strings.

                  orderBy
                  String
                  The property in the orderBy query parameter is not supported by the object type.
                  500 - Internal Server Error
                  An unexpected error occurred while processing the request.

                  Error Responses

                  Error Identifier
                  Error Type
                  Error Description
                  error.request.internalServerError
                  Type: urn:inin.com:common:error
                  The server encountered an unexpected, internal error.
                  Feature Version
                  configuration 2
                  error.request.timeout
                  Type: urn:inin.com:common:error
                  The request timed out.
                  Feature Version
                  configuration 2
                  error
                  Provides additional detail for an error.
                  Property
                  Value
                  Comments
                  errorId
                  String
                  The error identifier that describes the current error.
                  message
                  String

                  Required

                  A message that describes the current error.
                  401 - Unauthorized
                  The specified session token is missing, invalid, or has expired.
                  Parameters
                  Type
                  Name
                  Comments
                  Header
                  WWW-Authenticate

                  Required

                  Indicates that the client needs to authenticate using a custom ICWS scheme, which supports a realm of type ICWS and a location which is the URL at which the client can authenticate. A typical example would be the following.

                  WWW-Authenticate: ICWS realm="ICWS" location="/ICWS/connection"

                    error
                    Provides additional detail for an error.
                    Property
                    Value
                    Comments
                    errorId
                    String
                    The error identifier that describes the current error.
                    message
                    String

                    Required

                    A message that describes the current error.
                    410 - Gone
                    This resource has been deprecated and removed from the API.
                    error
                    Provides additional detail for an error.
                    Property
                    Value
                    Comments
                    errorId
                    String
                    The error identifier that describes the current error.
                    message
                    String

                    Required

                    A message that describes the current error.

                    POST

                    /icws/{sessionId}/configuration/keyword-sets

                    Creates a new keywordSet resource.
                    Feature Version
                    configuration 1

                    Request

                    Parameters
                    Type
                    Name
                    Comments
                    Header
                    ININ-ICWS-CSRF-Token

                    Required

                    The ININ session token necessary for all calls that require a security or user context.

                      Header
                      Cookie

                      Required

                      The session cookie. With the exception of the connection request, all requests must provide a session cookie.

                        Template
                        sessionId

                        Required

                        The ININ session ID necessary for all calls that require a security or user context.

                          Representations
                          keywordSet
                          Represents the keywordSet configuration object.
                          Property
                          Value
                          Comments
                          createdDate
                          DateTime
                          The date this configuration object was created.

                          This is a read only property and can not be changed with PUT or POST operations.

                          This property can be null.

                          name
                          String

                          Required

                          The key identifying this pair.
                          value
                          String

                          Required

                          The value of this pair.

                          This property can be null.

                          lastModifiedDate
                          DateTime
                          The date this configuration object was last modified.

                          This is a read only property and can not be changed with PUT or POST operations.

                          This property can be null.

                          notes
                          String
                          The notes for this configuration object.

                          This property can be null.

                          category
                          String
                          The value must conform to all of these criteria:
                          • Is a string with from 1 to 128 characters.

                          This property can be null.

                          agentScore
                          Int
                          The agent score is the value that should be assigned to the agent upon detection of this keyword. The value must conform to all of these criteria:
                          • Is a value from -100 to 100.

                          Setting this property to null will set it to its default value.

                          Default value: 0

                          customerScore
                          Int
                          The customer score is the value that should be assigned to the customer upon detection of this keyword. The value must conform to all of these criteria:
                          • Is a value from -100 to 100.

                          Setting this property to null will set it to its default value.

                          Default value: 0

                          language
                          String
                          The languages that are supported by the server for keywords can be obtained from GET /icws/{sessionId}/configuration/interaction-analyzer/licensed-languages. If a language not in that list is used in a POST or PUT operation, the server will return an error.

                          This property can be null.

                          minimumConfidenceThreshold
                          Float
                          The minimum confidence threshold specifies how certain Interaction Analyzer must be before reporting instances of the keyword. The value must conform to all of these criteria:
                          • Is a value from 0 to 1.

                          Setting this property to null will set it to its default value.

                          Default value: 0.5

                          userAntiPronunciations
                          List [Unbounded]: String
                          The anti-pronunciations are phonetic spellings of words that Interaction Analyzer should not use to detect this keyword. For more information, see the Interaction Analyzer Technical Reference Document in the Interaction Center Documentation Library. This must be set if userPronunciations, userWords, and userAntiWords are all null. Is a collection of items that each conform to all of these criteria:
                          • Is a string with at most 128 characters.
                          • Is a value representing a valid user pronunciation.

                          This property can be null.

                          Property type documentation:

                          Represents a collection of strings.

                          userAntiWords
                          List [Unbounded]: String
                          The words or spellings words that Interaction Analyzer should not use to detect this keyword. This must be set if userPronunciations, userAntiPronunciations, and userWords are all null. Is a collection of items that each conform to all of these criteria:
                          • Is a string with at most 128 characters.
                          • Is a value representing a valid keyword word.

                          This property can be null.

                          Property type documentation:

                          Represents a collection of strings.

                          userPronunciations
                          List [Unbounded]: String
                          The pronunciations are phonetic spellings of words that Interaction Analyzer should use to detect this keyword. For more information, see the Interaction Analyzer Technical Reference Document in the Interaction Center Documentation Library. This must be set if userAntiPronunciations, userWords, and userAntiWords are all null. Is a collection of items that each conform to all of these criteria:
                          • Is a string with at most 128 characters.
                          • Is a value representing a valid user pronunciation.

                          This property can be null.

                          Property type documentation:

                          Represents a collection of strings.

                          userWords
                          List [Unbounded]: String
                          The words or spellings that Interaction Analyzer should use to detect this keyword. This must be set if userPronunciations, userAntiPronunciations, and userAntiWords are all null. Is a collection of items that each conform to all of these criteria:
                          • Is a string with at most 128 characters.
                          • Is a value representing a valid keyword word.

                          This property can be null.

                          Property type documentation:

                          Represents a collection of strings.

                          Response

                          201 - Created
                          The request to create the keywordSet was acknowledged. The new object will be available shortly depending on the server's load. The generated ID for the object is returned in the response.
                          updateOperationResult
                          Represents the result from a put or post operation.
                          Property
                          Value
                          Comments
                          id
                          String

                          Required

                          The unique identifier used to reference this configuration object.
                          uri
                          Uri
                          A URI used to access this configuration object.
                          setOK
                          0
                          Setting the license succeeded. This value is never sent.
                          setWarningExceedsThreshold
                          1
                          Indicates that a dynamic license was found with an assignment count that exceeds it's assignable and or concurrent thresholds. As this is only a warning to indicate problems, the license in the request was set successfully.
                          setErrorExceedsThreshold
                          2
                          Indicates that a dynamic license being set exceed it's assignable or concurrent thresholds and was not set as a result. This can be returned for any license assigned to a user or station as part of setting it's licenses because they are all checked for problems as part of the operation.
                          setWarningMissingQualifiers
                          3
                          Indicates that the ACD media level in the request did not have a corresponding set of ACD media types and the default value(s) for the level were set as a result.
                          400 - Bad Request
                          Invalid request was provided. If validation errors exist, they will be returned in the response.

                          Error Responses

                          Error Identifier
                          Error Type
                          Error Description
                          error.request.invalidRepresentation.malformed
                          Type: urn:inin.com:common:error
                          The request representation object was malformed.
                          error.request.configuration.update
                          Type: urn:inin.com:configuration:configurationError
                          The request has one or more license or validation errors in it.
                          error
                          Provides additional detail for an error.
                          Property
                          Value
                          Comments

                          Multiple options:

                          The value can be assigned any of the following options.
                          errorId
                          String
                          The error identifier that describes the current error.
                          message
                          String

                          Required

                          A message that describes the current error.
                          __type
                          "urn:inin.com:configuration:configurationError"

                          Required

                          The JSON type representing this option.
                          errorId
                          String
                          The error identifier that describes the current error.
                          message
                          String

                          Required

                          A message that describes the current error.
                          unknownValidator
                          0
                          Unknown validator.
                          uniqueInstanceId
                          1
                          The value must be unique across objects of this type.
                          existingInstanceId
                          2
                          The value must represent a valid ID for a configured instance.
                          existingAttributeValue
                          3
                          The value must match a configured instance.
                          requiredValue
                          4
                          The value must be specified.
                          range
                          5
                          The value must be in the correct range.
                          stringLength
                          6
                          The value must have the correct number of characters.
                          regex
                          7
                          The value must be formatted correctly.
                          validValues
                          9
                          The value is not from the allowed set.
                          collectionCount
                          10
                          The value must have the correct number of items.
                          collectionItemValidator
                          11
                          One or more items failed to validate successfully.
                          validatorGroup
                          12
                          The value is not from the allowed set.
                          validFormat
                          13
                          The value is not in a valid format.
                          uniqueAttributeValue
                          14
                          The value must be unique across attributes of this type.
                          requiredAttribute
                          15
                          The attribute must be specified.
                          acgTreeValidator
                          16
                          The Acg Tree either could not be verified or found, or the Acg Tree depth is not supported.
                          pronunciationValidator
                          17
                          The value is not a valid pronunciation format.
                          wordValidator
                          18
                          The value must be a valid word.
                          rangeFloat
                          19
                          The value must be in the correct range.
                          existingAttendantProfile
                          20
                          The value must match a configured attendant profile instance.
                          extension
                          21
                          The value must not be an existing extension.
                          workstationsSharedAppearanceID
                          22
                          Unknown validator.
                          multipleOf
                          23
                          The value is not a valid multiple value.
                          invalidCharacters
                          24
                          The value contains invalid characters.
                          existingExtension
                          25
                          The value must be an existing extension.
                          existingInstanceIdWithAttributeValue
                          26
                          The value must represent a valid ID for a configured instance.
                          characterDelimitedValue
                          27
                          The value contains invalid characters.
                          analyzerKeywordCount
                          28
                          The number of keywords assigned to the keyword set makes the configuration exceed the maximum number of supported keywords.
                          workgroupAnalyzerKeywordCount
                          29
                          The number of keywords assigned to the workgroup is greater than the maximum number of supported keywords.
                          endDateTimeValidator
                          30
                          The end date or time of a schedule must be greater than or equal to the start date or time.
                          propertyNotApplicable
                          31
                          This property is not applicable with the current configuration.
                          invalidMailboxFolder
                          32
                          The value is not a valid mailbox.
                          unsupportedManufacturer
                          33
                          The provided phone manufacturer is unsupported.
                          unsupportedModel
                          34
                          The provided phone model is unsupported.
                          audioProtocol
                          35
                          An Audio protocol value of SRTP is only supported when the Registration Group for the configuration object has one or more registered lines with a Transport Protocol of TLS.
                          recorderPolicyAnalyzerKeywordCount
                          36
                          The number of keywords assigned to the keyword set makes at least one Recorder Policy exceed the maximum number of supported keywords.
                          referenceCount
                          37
                          The number of reference to this object is exceeding the maximum limit.
                          Feature Version
                          configuration 8
                          wrapUpStatusTimeout
                          38
                          The values of WrapUpStatus or WrapUpTimeout are not valid.
                          Feature Version
                          configuration 8
                          attributeExistence
                          39
                          One or more required attributes was not specified and/or one or more required absent attributes was specifed.
                          Feature Version
                          configuration 8
                          otherAttributeValue
                          40
                          The otherAttributeValue property is expected to have (or not have) a value.
                          Feature Version
                          configuration 8
                          networkAdapter
                          41
                          The network adapter is invalid.
                          Feature Version
                          configuration 8
                          integerComparisonValidator
                          42
                          The integer comparison failed validation based on the comparison type selected.
                          Feature Version
                          configuration 8
                          timeZoneValidator
                          43
                          The time zone is invalid.
                          Feature Version
                          configuration 8
                          existingLanguageValues
                          44
                          The values provided must be languages supported by PureConnect.
                          Feature Version
                          configuration 8
                          characterDelimitedKVPairs
                          45
                          The character delimited key-value pairs are invalid.
                          Feature Version
                          configuration 8
                          objectValidationErrorMutuallyExclusive
                          46
                          Two configuration values are mutually exclusive.
                          Feature Version
                          configuration 10
                          propertyName
                          String

                          Required

                          propertyValue
                          String

                          Required

                          setOK
                          0
                          Setting the license succeeded. This value is never sent.
                          setWarningExceedsThreshold
                          1
                          Indicates that a dynamic license was found with an assignment count that exceeds it's assignable and or concurrent thresholds. As this is only a warning to indicate problems, the license in the request was set successfully.
                          setErrorExceedsThreshold
                          2
                          Indicates that a dynamic license being set exceed it's assignable or concurrent thresholds and was not set as a result. This can be returned for any license assigned to a user or station as part of setting it's licenses because they are all checked for problems as part of the operation.
                          setWarningMissingQualifiers
                          3
                          Indicates that the ACD media level in the request did not have a corresponding set of ACD media types and the default value(s) for the level were set as a result.
                          403 - Forbidden
                          Not authorized to create this resource.
                          error
                          Provides additional detail for an error.
                          Property
                          Value
                          Comments
                          errorId
                          String
                          The error identifier that describes the current error.
                          message
                          String

                          Required

                          A message that describes the current error.
                          500 - Internal Server Error
                          An unexpected error occurred while processing the request.

                          Error Responses

                          Error Identifier
                          Error Type
                          Error Description
                          error.request.internalServerError
                          Type: urn:inin.com:common:error
                          The server encountered an unexpected, internal error.
                          Feature Version
                          configuration 2
                          error.request.timeout
                          Type: urn:inin.com:common:error
                          The request timed out.
                          Feature Version
                          configuration 2
                          error
                          Provides additional detail for an error.
                          Property
                          Value
                          Comments
                          errorId
                          String
                          The error identifier that describes the current error.
                          message
                          String

                          Required

                          A message that describes the current error.
                          401 - Unauthorized
                          The specified session token is missing, invalid, or has expired.
                          Parameters
                          Type
                          Name
                          Comments
                          Header
                          WWW-Authenticate

                          Required

                          Indicates that the client needs to authenticate using a custom ICWS scheme, which supports a realm of type ICWS and a location which is the URL at which the client can authenticate. A typical example would be the following.

                          WWW-Authenticate: ICWS realm="ICWS" location="/ICWS/connection"

                            error
                            Provides additional detail for an error.
                            Property
                            Value
                            Comments
                            errorId
                            String
                            The error identifier that describes the current error.
                            message
                            String

                            Required

                            A message that describes the current error.
                            410 - Gone
                            This resource has been deprecated and removed from the API.
                            error
                            Provides additional detail for an error.
                            Property
                            Value
                            Comments
                            errorId
                            String
                            The error identifier that describes the current error.
                            message
                            String

                            Required

                            A message that describes the current error.