Welcome to Portal

?Unknown\pull-down

Welcome to Zoho Cares

Bienvenido a Soporte de Zoho

Search our knowledge base, ask the community or submit a request.

Queues API

Queues CRUD APIs

Authorization

HeaderKey

Description

Authorization *

Zoho-oauthtoken<space><ACCESS_TOKEN>

Accept *

Set to application/json.

*All APIs are accessible under zohovoice.queues.ALL scope.

 

OAuth Doc

 

Create Queue

Use this API to create a queue.

  POST     https://voice.zoho.com/rest/json/zv/api/groups

 

Scope: zohovoice.queues.CREATE

 

Parameters:


Param Name

DataType

Description

data *

JSONObject

queue data as json.

name and members, isBulk, config keys are mandatory.

JSON Schema:

{

  "members"*: [

    "[AGENT_ID]"

  ],

"extension":9999,

  "emailNotificationConfig": "3",

  "name"*: "Customer Support",

  "emailId": "QUEUE EMAILID to send notification to queue emails",

  "queueWaitMusic": {

    "audioId": "",

    "enableDefaultAnnouncements": true

  },

  "qapId": "QUEUE AUDIO PROFILE ID",
"isBulk"*:false,

  "config"*: {

    "mwtformat": "seconds",

    "mwtwnaformat": "seconds",

    "max-wait-time-with-no-agent": 60,

    "max-wait-time": 60,

    "strategy": "top-down" //top-down,ring-progressively,round-robin,ring-all

  }

}

 

Data JSON:

 

Key

Datatype

Description

members *

JSON Array of Long

eg.[AGENT_ID1,AGENT_ID2]

extension

Integer

max four digits allowed

emailNotificationConfig

Integer

Do not notify -0, All Missed calls -1, Missedcalls with voicemail -2, All Calls - 3

name *

String

name of the queue

emailId

String

email ID for queue call missed notification

queueWaitMusic

JSONObject

{

    "audioId": "",

    "enableDefaultAnnouncements": true

  }

qapId

Long

Queue audio profile ID

isBulk *

boolean

false

config *

JSONObject

Queue configuration
eg:{

    "mwtformat": "seconds",

    "mwtwnaformat": "seconds",

    "max-wait-time-with-no-agent": 60,

    "max-wait-time": 60,

    "strategy": "top-down"

  }
strategy possible values are top-down, ring-progressively, round-robin, and ring-all

 

 

 

Response

SUCCESS

{

   "code":"200",

   "groupId":4061000001205001,

   "status": "SUCCESS"

}


FAILURE

{

   "code": "<App Error Code>",

   "message": "<Error Message>",

   "status": "ERROR"

}


Update Queue

Use this API to update a queue.

  PUT     https://voice.zoho.com/rest/json/zv/api/groups

 

Scope: zohovoice.queues.UPDATE

 

Parameters:

 

Param Name

DataType

Description

data *

JSONObject

queue data as json.

name and members, isBulk, config, groupid keys are mandatory.

JSON example:

{

   "name":"Sales Queue",

   "emailId":"queue1@zoho.com",

   "qapId":"2069000002486021",

   "members":[

      "2069000000005011",

      "2069000000044027"

   ],

   "emailNotificationConfig":"1",

   "queueWaitMusic":{

      "mode":"audio",

      "audioId":"",

      "enableDefaultAnnouncements":false

   },

   "isBulk":false,

   "extension":"9999",

   "config":{

      "max-wait-time":60,

      "max-wait-time-with-no-agent":60,

      "strategy":"top-down",

      "mwtformat":"seconds",

      "mwtwnaformat":"seconds"

   },

   "groupid":"2069000000250017"

}

agentChanged

Boolean

Set True, if members value order changed

 

Data JSON:

 

Key

Datatype

Description

members *

JSONArray of Long

eg. [AGENT_ID1,AGENT_ID2]

extension

Integer

max four digits allowed

emailNotificationConfig

Integer

Do not notify -0, All Missed calls -1, Missedcalls with voicemail -2, All Calls - 3

name *

String

name of the queue

emailId

String

email ID for queue call missed notification

queueWaitMusic

JSONObject

{

    "audioId": "",

    "enableDefaultAnnouncements": true

  }

qapId

Long

Queue audio profile ID

isBulk *

boolean

false

config *

JSONObject

Queue configuration
eg:{

    "mwtformat": "seconds",

    "mwtwnaformat": "seconds",

    "max-wait-time-with-no-agent": 60,

    "max-wait-time": 60,

    "strategy": "top-down"

  }
strategy possible values are top-down,ring-progressively,round-robin,ring-all

groupid

Long

unique ID of the queue

 

 

Response

SUCCESS

{

   "code":"200",

   "groupId":4061000001205001,

   "status": "SUCCESS"

}

 

FAILURE

{

   "code": "<App Error Code>",

   "message": "<Error Message>",

   "status": "ERROR"

}

 

Delete Queue

Use this API to delete queues.

  DELETE     https://voice.zoho.com/rest/json/zv/api/groups

 

Scope: zohovoice.queues.DELETE

 

Parameters:

 

Param Name

DataType

Description

groupIds *

String

Comma-separated unique ID

 

Response

SUCCESS

{

   "code":"200",

   "message":"success",

   "status": "SUCCESS"

}

 

FAILURE

{

   "code": "<App Error Code>",

   "message": "<Error Message>",

   "status": "ERROR"

}

 

Get All Queues

Use this API to get contact statuses.

  GET     https://voice.zoho.com/rest/json/zv/api/queues

 

Scope: zohovoice.queues.READ

 

Parameters:

 

Param Name

DataType

Description

from *

int

Start index

offset *

int

no of records

queueid

Long

To get a single queue detail

searchText

String

Search with queue name or queue email ID

 

Response

SUCCESS

{

  "code": "200",

  "queues": [

    {

      "name": "TestQ",

      "queueWaitMusic": {

        "mode": "audio",

        "audioId": "",

        "enableDefaultAnnouncements": true

      },

      "emailId": "divya.e+queue@zohotest.com",

      "enableDefaultAnnouncements": true,

      "id": "2069000000407011",

      "queueStrategy": "ring-progressively"

    },

    {

      "name": "Bulk Add",

      "queueWaitMusic": {

        "mode": "audio",

        "audioId": "",

        "enableDefaultAnnouncements": true

      },

      "enableDefaultAnnouncements": true,

      "id": "2069000001269159",

      "queueStrategy": "top-down"

    },

    {

      "name": "queueTestNew",

      "queueWaitMusic": {

        "mode": "audio",

        "audioId": "",

        "enableDefaultAnnouncements": true

      },

      "enableDefaultAnnouncements": true,

      "id": "2069000000117023",

      "queueStrategy": "ring-progressively"

    }

  ],

  "status": "SUCCESS"

}


FAILURE

{

    "code": "<App Error Code>",

    "message": "<Error Message>",

    "status": "ERROR"

}

 

 

 

Create Queue Audio Profile

Use this API to create a queue audio profile.

  POST     https://voice.zoho.com/rest/json/zv/api/queueaudioprofile

 

Scope: zohovoice.queues.CREATE

 

Parameters:

 

Param Name

DataType

Description

data *

JSONObject

queue data as json.

name keys is mandatory.

JSON Schema:

{

  "name": "US Support - Main ",

  "queueAudioConfig": {

    "announcementInterval": "70",

    "welcomeAnnouncement": {

      "mode": "text",

      "audioVoice": "2",

      "audioId": "",

      "audioLanguage": "en-US",

      "message": "Welcome greeting"

    },

    "positionAnnouncement": {

      "offline": {

        "mode": "text",

        "audioVoice": "2",

        "audioId": "",

        "audioLanguage": "en-US",

        "message": "Agents are offline now."

      },

      "busy": {

        "mode": "text",

        "audioVoice": "2",

        "audioId": "",

        "audioLanguage": "en-US",

        "message": "Agents are busy now"

      },

      "waiting": {

        "mode": "text",

        "audioVoice": "2",

        "audioId": "",

        "audioLanguage": "en-US",

        "message": "We are connecting to agent. please hold on."

      }

    },

    "specialAnnouncement": {

      "mode": "text",

      "audioVoice": "2",

      "audioId": "",

      "audioLanguage": "en-US",

      "message": "Custom announcement"

    },

    "queueExit": {

      "mode": "text",

      "audioVoice": "2",

      "audioId": "",

      "audioLanguage": "en-US",

      "message": "Queue Breakout"

    }

  }

}

 

 

Response

SUCCESS

{

"code":"200",

"qapId":"2069000002486011",

"status":"SUCCESS"

}

 

FAILURE

{

   "code": "<App Error Code>",

   "message": "<Error Message>",

   "status": "ERROR"

}

 

 

Update Queue Audio profile

Use this API to update a queue.

  PUT     https://voice.zoho.com/rest/json/zv/api/groups

 

Scope: zohovoice.queues.UPDATE

 

Parameters

 

Param Name

DataType

Description

data *

JSONObject

queue data as json.

name keys is mandatory.

JSON Schema:

{

  "name": "US Support - Main ",

"qapId":"2069000002486011",

  "queueAudioConfig": {

    "announcementInterval": "70",

    "welcomeAnnouncement": {

      "mode": "text",

      "audioVoice": "2",

      "audioId": "",

      "audioLanguage": "en-US",

      "message": "Welcome greeting"

    },

    "positionAnnouncement": {

      "offline": {

        "mode": "text",

        "audioVoice": "2",

        "audioId": "",

        "audioLanguage": "en-US",

        "message": "Agents are offline now."

      },

      "busy": {

        "mode": "text",

        "audioVoice": "2",

        "audioId": "",

        "audioLanguage": "en-US",

        "message": "Agents are busy now"

      },

      "waiting": {

        "mode": "text",

        "audioVoice": "2",

        "audioId": "",

        "audioLanguage": "en-US",

        "message": "We are connecting to agent. please hold on."

      }

    },

    "specialAnnouncement": {

      "mode": "text",

      "audioVoice": "2",

      "audioId": "",

      "audioLanguage": "en-US",

      "message": "Custom announcement"

    },

    "queueExit": {

      "mode": "text",

      "audioVoice": "2",

      "audioId": "",

      "audioLanguage": "en-US",

      "message": "Queue Breakout"

    }

  }

}

 

 

Response

SUCCESS

{

   "code":"200",

   "qapId":4061000001205001,

   "status": "SUCCESS"

}

 

FAILURE

{

   "code": "<App Error Code>",

   "message": "<Error Message>",

   "status": "ERROR"

}

 

Delete Queue Audio profile

Use this API to delete queues.

  DELETE     https://voice.zoho.com/rest/json/zv/api/queueaudioprofile

 

Scope: zohovoice.queues.DELETE

 

Parameters:

 

Param Name

DataType

Description

qapIds *

String

Comma-separated unique ID

 

Response

SUCCESS

{

    "queueAudioProfiles": [

        {

            "name": "US Support",

            "id": "2069000002486011",

            "status": "SUCCESS"

        }

    ],

    "code": "200",

    "status": "SUCCESS"

}


FAILURE

{

   "code": "<App Error Code>",

   "message": "<Error Message>",

   "status": "ERROR"

}

 

 

Get All QueueAudioProfile

Use this API to get contact statuses.

  GET     https://voice.zoho.com/rest/json/zv/api/queueaudioprofile?searchText=&from=0&offset=50

 

Scope: zohovoice.queues.READ

 

Response

SUCCESS

{

    "queueAudioProfiles": [

        {

            "updatedTime": 1737957929919,

            "updatedBy": "sales@zoho.com",

            "name": "US Support - Main ",

            "id": "2069000002486021"

        }

    ],

    "code": "200",

    "status": "SUCCESS"

}

 

FAILURE

{

    "code": "<App Error Code>",

    "message": "<Error Message>",

    "status": "ERROR"

}

 

 

Get Single QueueAudioProfile

Use this API to get contact statuses.

  GET     https://voice.zoho.com/rest/json/zv/api/queueaudioprofile/2069000002486021

 

Scope: zohovoice.queues.READ

 

Response

SUCCESS

{

"code": "200",

"queueAudioProfile": {

"updatedTime": 1737957929919,

"queueAudioConfig": {

   "welcomeAnnouncement": {

      "mode": "text",

      "audioVoice": "2",

      "audioId": "",

      "audioLanguage": "en-US",

      "message": ""

     },

  "positionAnnouncement":{

     "offline": {

         "mode": "text",

         "audioVoice": "2",

         "audioId": "",

         "audioLanguage": "en-US",

         "message": ""

        },

   "waiting": {

       "mode": "text",

       "audioVoice": "2",

       "audioId": "",

       "audioLanguage": "en-US",

       "message": ""

        },

   "busy": {

        "mode": "text",

        "audioVoice": "2",

        "audioId": "",

        "audioLanguage": "en-US",

        "message": ""

        }

     },

  "queueExit": {

      "mode": "text",

      "audioVoice": "2",

      "audioId": "",

      "audioLanguage": "en-US",

      "message": ""

    },

"announcementInterval": "70",

"specialAnnouncement": {

    "mode": "text",

    "audioVoice": "2",

    "audioId": "",

    "audioLanguage": "en-US",

    "message": ""

     }

   },

"updatedBy": "sales@zoho.com",

"name": "US Support - Main ",

"id": "2069000002486021"

},

"status": "SUCCESS"

}


FAILURE

{

    "code": "<App Error Code>",

    "message": "<Error Message>",

    "status": "ERROR"

}

 

 

Helpful?00
Updated: 18 days ago
Share :