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ACE Web API

Take your web to the future

Take ACE to the web

The ACE Web API opens the ability to allow the end user to communicate securely with ACE on your website, to receive information and perform certain tasks. For example, you can view the current queue status of different contact channels and opening hours for all entrances. It is a good service that facilitates the customer’s choice and planning.

The interface also makes it easy to order callback, either as soon as possible (real-time updated wait time is displayed), or from a schedule of available times that consider dynamic parameters in the contact center.

About Callback online

In short
  • Let the customer communicate securely on your website
  • View queue and opening hours for all contact channels
  • Provides the opportunity to order callback
Details

ADAPT AS NEEDED

All calls to the ACE Web API are made as https requests with specified formats, content types, and syntax for GET and POST, etc.

The interface is published in two versions, called Client version and Server version.

  • The Client version can be used directly from end-user clients (web browsers) with a limited subset of  results and parameter sets.
  • The Server version targets server-to-server integrations. This part of the interface is protected by authentication, and delivers extensive information about the contact center and allows more parameters.
  • Create callback
  • Queue status – based on queue name
  • Queue status – based on contact data (for forward control destination)
  • Opening hours for entrances and menu selection
  • Status of inputs and menu selection – open now?
  • Export of audit trail and changelog (via server version) for use with external monitoring

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Interaction View API

Shared data for analytics and business development

Move and store your most important data

Ace API against Interaction View enables you to export content and data from interactions. This makes information from Interaction View available to other systems for storage, search, and analysis. A common application is to move information about customer interactions to CRM systems if, for example, you want to long-term store the content there.

About Interaction View API

In short
  • Move and store important data
  • Make information available to other systems
Details

Interaction View API and interaction types

The interface is an open data model in Microsoft SQL Server and a transport function for copying Interaction View data to an external database.

  • Basic telephony and incoming call-to-speech capabilities
  • Callback (outgoing callback call)
  • Dialer (outgoing campaign call)
  • Email (incoming email) and “Workitems”
  • Chat (incoming)

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ACE Screen Pop API

Automation made easy

An API for a simpler everyday worklife

A screen pop facilitates the agent’s everyday life, for example by picking up the customer’s case number from the email or phone call. It automatically opens the correct customer image in a support system, saving between 10 and 20 seconds of the agent’s time at each individual interaction. Ace Screen Pop API works both against systems that have web interfaces and against installed applications on the agent’s computer

About ACE Screen Pop API

In short
  • Saves time in each interaction
  • Automates repetitive moments
  • Reduces the risk of errors in manual handling
Details

ACE Screen Pop API

The Screen Pop API sends data from ACE Interact/ACE Agent to an external support system using COM. ACE standard server for ACE ScreenPop (COM), uses Windows Scripting (Visual Basic and/or JavaScript) to communicate with the support system.

A user scenario

  1. A customer calls in to the switchboard and ends up in the speech response
  2. The customer enters their case and identity
  3. The voice response makes a request for an off-duty agent to ACE that directs the call to the agent. At the same time, customer data from the voice response is passed on via ACE to the Agent Tool (ACE Agent or ACE Interact).
  4. The agent’s ringing the bell. At the same time, customer data is presented in the agent tool
  5. At the beforeNormalAccept event, the agent tool sends customer data via COM to ACE Screen Pop
  6. ACE Screen Pop transfers customer data using Windows Scripting to the support system. There, a search is made based on received information and the correct customer image is displayed in the support system even before the agent receives the call.

Schematic image showing how ACE can capture different types of data from different types of interactions and send it to a support system via the ACE Interact agent tool and screen pop API.  

Available events in the interface:

  • beforeNormalAccept - Screenpop when an interaction is directed but before response
  • afterNormalAccept – Screenpop after the agent accepts the interaction
  • contactActivated - Screenpop when reactivating a parked interaction
  • contactDropped - Screenpop when the interaction has ended but before finishing
  • endContact – Screenpop after finishing (when the agent has finished the interaction)
  • manual - Screenpop is manually triggered from the agent tool

Interaction data keys that can be sent with

agentName
Ani
chatCustomerAlias
Cid
comment
contactId
contactSourceType
contentUrl
createTime
customerAddressSrv
customerEmailAddress
customerName
customerSpecific1 … customerSpecific5
dateTimeStart
Dnis
dnNumber
emailCategories
emailHdrDate
emailHdrFrom
emailHdrReplyTo
emailHdrSubject
emailHdrTo
Entrance
Errand
firstContactId
firstContactSourceType
firstErrand
inquiryFrom
ivEmailHdrFrom
media
Menuchoice
origContactSourceType
outcome
outgoingAddress
sourceIp
subContactType
Target
Targettype
taskNumber
twitterEndUser
twitterReply
visitorQuestion
workItem
workItemSource

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ACE Agent API

Connect supporting tools to the agent’s work tool

Tailor the agent’s work environment with integrations.

The ACE Agent API enables integrations to be made between the contact center platform and the CRM system (or other supporting systems) by creating views and exchanging features and data. This can be done both by using frontend JavaScript or by using backend integrations. For example, use it to make the agent’s tools connect with the graphical interface of your supporting systems.

As an example, part of the CRM system can run in a “card” inside ACE Interact. In other words, it is possible to work in two systems in one view. When a call or chat comes in, data, such as customer ID or case number, can be forwarded automatically to the CRM system. It saves time and reduces the risk of errors. It can also be useful for making a screen pop.

About AgentAPI

In short
  • Build a tailored work environment
  • Multiple systems in the same view
  • Javascript or backend integrations
Details

Open interfaces connect everything you need

The ACE Agent API provides great opportunities to integrate business systems with ACE. It streamlines and facilitates the agent’s work. 

For example, an interface for business tools and support systems can be made available as cards in the agent’s ACE Interact tool. Data can easily be exchanged between Telia ACE and CRM or other business systems. 

The integration can be built in frontend or backend depending on what fits best. 

Streamline Agent work

With all systems integrated into ACE Interact, the agent’s work becomes easier and more efficient. Instead of having to switch between different applications and possibly lose information along the way, everything can be brought together in one workspace.

Frontend

Agent API JSAPI is used in parallel with the web-based agent tool ACE Interact using local browser integration. The integrated web client and ACE Interact run in the same browser but in separate windows or tabs to exchange data.

ACE Interact can also enable a custom script that loads with JSApi after ACE Interact starts. This custom script loads into a separate, hidden, iFrame. The Agent API includes a subset of the features available in ACE Interact and makes methods, events, and “gets” available.

Backend

Some integrations are better suited for the backend than setting up in the user’s browser. This may be the case for some types of ntegrations with CRM systems. Backend integration is also available for server-to-server communication. It is used to give the CRM system the ability to answer phone calls or make calls, receive emails, and control calls from a waiting list to an agent.

The interface is asynchronous and the communication is event-based over a specified TCP/IP port where the CRM server connects to ACE and establishes a connection.

Operations and events

  • createCall
  • dropCall
  • makeConference
  • getContactData
  • getAgentStatus
  • changeContactData
  • muteCall
  • parkContact
  • pauseAgent
  • startRecordCall
  • incomingCallAlerting
  • callbackSetup
  • emailEstablished
  • screenPop
Gallery

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ACE Workitem API

Create, control and follow up tasks

Manage everything in Telia ACE

With ACE Workitem API you can take advantage of Telia ACE’s opportunities for prioritization, queue management and forward management of virtually any task. It doesn’t have to be an incoming contact, but can be an alarm, a store event, a case, or an event on another system.

By integrating Telia ACE with, for example, CRM systems, cases can be allocated in the same way as calls and chats and you get the opportunity to staff agents/agents for these cases in the same way as incoming contacts. Information from connected devices, IoT, can also be directed to a receiver with the right skills in real time. It can be, for example, elevator alarms or villa alarms, so-called e-tasks.

About ACE Workitem API

In short
  • Manage tasks such as e-task quickly and efficiently
  • Scalable to handle really large volumes
  • Open formats provide great flexibility in where and how to create e-tasks
Details

Manage more than just interactions

By managing cases, issues and events through the Workitem API, it is possible to leverage the strengths of ACE to route and distribute tasks in real time and get detailed statistics to track performance and optimize flows.

A selection of functions and features

  • A “workitem” is a universal XML-based object that can be managed by ACE, provided with data from different sources, and contain a task to be handled by a person with the right skills
  • Scalable, robust and manages large volumes
  • In Workitem, you can send a link to the object you want to control, such as a document or case. For example, when a case in a CRM system is directed up to the agent in ACE Interact, the case can be automatically popped in the CRM system. See more in ACE Screen Pop API
  • Creates and controls objects based on analysis of the content
  • Customize which workitem business data to display to the agent in ACE Interact
  • Workitem is stored in ACE InteractionView in the same way as e-mails and other interactions

Some examples of available commands

  • AddWorkItem – you can create e-tasks for example cases, IoT, social media
  • GetContactId – retrieve a unique identifier in Telia ACE that can be used, for example, as a reference in your CRM system to link the interaction in Telia ACE with the case in your CRM system
  • UpdateContactData – Add business data to accompany the agent
  • CloseWorkItem – makes it possible to close an e-task that has not yet been directed to the agent

Please contact us for full API specifications.

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