Overview

The API Keys module allows you to create API Keys for validating external calls on contact centre data. This page will tell you how to create the keys. There is more specific information in the Integration Documentation section on how to use the key once you have created it.

API Keys may not be available in your installation. Please contact your Account Manager or ipSCAPE Support with any queries about API keys.

What is an API key?

An application programming interface key (API key) is a code passed in by computer programs calling an API (application programming interface) to identify the calling program, its developer, or its user to the website.

API keys are used to track and control how the API is being used, for example, to prevent malicious use or abuse of the API (as defined perhaps by terms of service).

The API key often acts as both a unique identifier and a secret token for authentication, and will generally have a set of access rights on the API associated with it.

What is the Application Programming Interface (API)?

The API allows third-party systems to interact with the contact centre. Functions include logging in as a proxy for a user, making calls, and interacting with the database.

What third-party systems might interact with the API?

  • Customer Relationship Management (CRM) systems are used to model a company’s interactions with current and future customers. 

    • CRM integration is of value for both inbound and outbound calls. 

      •  For inbound, the agent may wish to retrieve additional information on the customer based upon their phone number to assist in providing better service. When wrapping calls, the wrap comments, as well as the data, on the call may be required to be stored in the CRM. 

      • For outbound, the operator may be required to source the contact and numbers to call from the CRM. The call wrapping requirements would be similar to inbound, where relevant wrap and call data should be stored in the CRM.

  • Workforce Management

    • Workforce Management systems are used to provide effective scheduling, forecasting, and performance management. They need read-only access to agent and call data, and to be automatically notified whenever an agent’s state changes. Examples of the sort of data required include: call time, wrap time, average speed to answer, and the average time to abandon.

  • Quality Assurance

    • Quality Assurance (QA) systems are used to support improvements in the skill and delivery of agents. They need read-only access to call recordings and agent details.

  • Business Intelligence

    • Business Intelligence (BI) systems transform raw data into meaningful and useful information for business purposes. The implementation of this sort of function can range from simple reporting applications to complicated data warehousing applications depending on the size and maturity of the businesses concerned. They require read-only access to a diverse range of data across the CCC system.

  • Miscellaneous

    • There are miscellaneous vendors who provide live contact centre information to both agents and customers that allow them to interact more effectively. For example, one may present a widget on the web that indicates to the customer how long they can expect to wait to be connected to customer service. They require live, read-only data, potentially pushed to them, rather than pulled from CCC.


1. Add or Edit API Key

This feature allows you to manage the API Keys used for validating external calls on Cloud Contact Centre data.

Where to find this feature

  1. Open the Workspace.

  2. Select API Keys from the Administration menu.

    • To add a new API Key, click the Add icon 

    • To edit an existing API key, click the Edit icon (a pen) to the right of the API key record which shows when you hover on a record

One key, the Default API Key, cannot be edited or deleted.

Edit the Client Name as described in the following table:

Field name

What you should do

Client Name

Edit the client name.


2. Display API Keys

This feature allows you to navigate the list of API Keys used for validating external calls on Contact Centre data. 

For each record, the list displays the following details:

Column

Contents

Click the checkbox to select the API Key for bulk deletion.

API key

The API key is a randomly generated unique number that a developer can use to gain authorised access to the CCC data.

Client Name

The name of the client on whose behalf the API key was generated.

Action Icon

Hover over a record and the pe

Edit

Click the Edit icon to open the dialog used to edit an API key record.
You can only edit the Client name. You cannot edit an API Key.

Search API Keys

If you know the Client Name, enter it into the Quick Search and click on the search icon to locate the key that was generated for that client.