Leveraging APIs provided by an ACD System

In a number of previous posts I have mentioned APIs in passing. Sometimes it’s the system calling an API of an external application while other cases are using the APIs provided by the ACD System.  While most systems will offer some level of API integration it can vary greatly, which is why it’s important to know what you are looking for in terms of APIs.  Lets look at the possibilities with the various levels of provided APIs that could be leveraged in an ACD System.

  • Data Management/Manipulation — this is often the first level of APIs a system will provide as it’s the most common requested. These APIs would provide ways of loading data into the system like contacts or user accounts. It often helps with data synchronization between systems, take the user account for example perhaps they are all managed with one piece of software and re-creating them in the ACD System is a duplication of work and manually doing so can cause inconsistencies. Using an API allows for this to be automated and if any new or user changes are done in the main user system they will be pushed out automatically.
  • System Control — this is typically the second level of APIs a system will provide as it is a bit lower and allows external control of various components. This type of API can provide a wide variety of options which could be pushing the changed data to be active/live on the system, logging out users, changing queue properties, etc. Or even as low-level as restarting a service, moving a service from one server to another for maintenance, etc.
  • Developing a Custom UI — this requires a full suite of APIs that allow full control and functions that the ACD System’s UI can do. Often a business will require an ACD System to integrate tightly with a current application and this can often be the best solution.

The Q-Suite has an extensive list of APIs which allow all the levels mentioned above and have a number of customers who have developed a custom agent interface.  While most if not all functionality provided by the APIs is available from the admin or agent screens it’s often more productive to integrate these calls with other systems to improve the desired workflows.