Prepare REST Request

This node type is used to prepare an arbitrary HTTP request to be sent to an external platform. Any prepared requests will be sent when the specified agent-related events occur.

The HTTP request is only sent when triggered by a specific event, such as when an agent is being alerted to an incoming call or when they answer a call. Multiple REST queries can be prepared for the same event.

This node allows, for example, external systems to be notified of or passed information pertaining to Contact calls, such as individual customer interactions, statistics, etc. for monitoring, configuration and data-analysis purposes.

If the Replace Placeholders parameter is set to true, the system will replace any placeholders found in the body text with the appropriate values when the request is sent. Supported placeholders are: ##agentExternalId##, ##agentUsername##, ##event##, ##queueName## and ##time##. For convenience, a Simple JSON node can be used to construct a JSON string that includes these placeholders as values. These placeholders will be replaced as follows:

##agentExternalId## – replaced with the External ID value as configured for an agent’s user account, in the Administrator Portal.
##agentUsername## – replaced with the username of the agent who is being called
##event## – replaced with one of the following strings: AGENT_RINGING, AGENT_ANSWERED, TRANSFER_RINGING, or TRANSFER_ANSWERED
##queueName## – replaced with the name of the queue on which the current call resides or, in the case of an attended queue consult/transfer, the name of the target queue
##time## – replaced with a string in ISO 8601 compatible format.

If required, you can modify the header when sending a HTTP request (for example, for authentication purposes) and add additional headers.

Note: Unlike the REST Query node, this node type does not send the HTTP request immediately, but instead stores the request details so that the request can be sent when a particular event (or a set of events) occurs.

Note: If required, some of the parameters for this node type can be set to User-configurable so that they can accept values specified by a company administrator. For more information, see Adding user-configurable values.

Note: Only the ports below can be used to setup the node:

80 (http)
443 (https)
25 (smtp)
465 (smtps)
587 (smtp)
110 (pop)
995 (pops)
143 (imap)
993 (imaps)

The following parameters can be set:

Parameter	How many?	Type	Description
Events	0 to 4	Enum	When this HTTP request should be sent: `Agent Ringing` – As soon as the agent’s phone starts to ring `Agent Answered` – As soon as the agent answers a call `Transfer Ringing` – As soon as the phone starts to ring for a consulted party or one to which a call has been transferred `Transfer Answered` – As soon as the consulted party or one to which a call has been transferred answers the call
URL	1	String	The URL for this HTTP request. This parameter can be set to User-configurable.
Body	1	String	The body of the outbound HTTP request. This parameter can be set to User-configurable.
Content Type	1	Enum	One of: JSON, TEXT/PLAIN or TEXT/HTML.
Replace Placeholders	0 or 1	Boolean	Whether or not placeholder tags are replaced in the body of the HTTP request at the point when the HTTP request is sent. The placeholders are defined above. This parameter can be set to User-configurable.
Method	1	Enum	The HTTP method to use for the request. One of: POST, GET, DELETE or PUT. Note: If the HTTP method is set to GET, the Body parameter is omitted.
Request Headers		0 or 50	Optional headers for the HTTP request.
Name	0 or 1	String	The name of the header in the HTTP request. This parameter can be set to User-configurable.
Value	0 or 1	String	The value to assign to the header. This parameter can be set to User-configurable.

The following branches can be taken:

Branch	How many?	Description
Next	1	The branch to take if the HTTP request succeeds.
Failed	1	The branch to take if the HTTP request fails. Failure is indicated by any response code in the range 400 to 599.