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"

}

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