Créer un exemple (routage activé)

Cette action crée un nouvel enregistrement de rappel avec le contexte d’acheminement configuré.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "action": "create",
  "routingContext": {
    "sourceTable": "sn_csm_ec_engmnt_center_module",
    "sourceId": "a1b2c3d4e5f6a7b8",
    "userId": "beth.anglin"
  },
  "payload": {
    "callbackId": "cb-98765",
    "callbackDetails": {
      "first_name": "Alice",
      "last_name": "Smith",
      "state": "Pending Approval",
      "reason": "Request updated by user",
      "end_time": "2025-12-17T23:00:00Z",
      "scheduled_start_time": "2025-12-17T22:00:00Z",
      "next_retry": "2025-12-18T10:00:00Z",
      "expiry_time": "2025-12-18T12:00:00Z",
      "phone_number": "+14155552671",
      "short_description": "Callback request for customer support",
      "description": "Customer requested a callback regarding their recent order.",
      "opened_by": "user_sys_id_12345",
      "type": "callback"
    },
    "type": "callback_request",
    "phoneNumber": "+14155552671",
    "callbackContext": {
      "queue": "Customer Support",
      "ivr_path": "support/ivr-path",
      "customer_timezone": "GMT-5"
    }
  },
  "additional_parameters": {}
}

Action de mise à jour (routage activé)

Cet exemple d’action met à jour un enregistrement de rappel existant avec le contexte d’acheminement. La callbackNumber valeur identifie l’enregistrement à mettre à jour :

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "action": "update",
  "payload": {
    "callbackDetails": {
      "appointment": "68cc0a5a9314521060320dd548373cbd",
      "description": "Customer reported issue with order #12345",
      "short_description": "Order issue",
      "reason_type": "product_issue",
      "expire_time": "2025-09-01 17:00",
      "messaging_channel": "web_channel_sys_id",
      "channel_to_callback": "genesys_channel_sys_id",
      "scheduled_start_time": "2025-09-01 1:00",
      "end_time": "2025-09-01 17:00",
      "user_document": "abel.tuter",
      "user_table": "sys_user"
    },
    "callbackContext": {
      "queue": "5 value changed via api",
      "ivr_path": "5 some-ivr-path changed via api"
    },
    "inboundId": "AmazonConnect",
    "phoneNumber": "+14089178877",
    "callbackId": "a16ead53fff0621088c6ffffffffffce"
  }
}

Annuler l'action

Cet exemple d’action annule un enregistrement de rappel donné avec contexte d’acheminement et met à jour le champ de motif dans la table Rappel [sys_cs_callback].

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
    "action": "cancel",
    "routingContext": {
        "sourceTable": "sn_csm_ec_engmnt_center_module",
        "sourceId": "a1b2c3d4e5f6a7b8",
        "userId": "beth.anglin"
    },
     "payload": {
        "callbackId": "CAL0001234"
    }
}

Fermer l’action (acheminement activé)

Cet exemple ferme un enregistrement de rappel avec le contexte d’acheminement et met à jour le champ de motif dans la table Rappel [sys_cs_callback] :

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/actions \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
    "action": "close",
    "routingContext": {
        "sourceTable": "sn_csm_ec_engmnt_center_module",
        "sourceId": "a1b2c3d4e5f6a7b8",
        "userId": "beth.anglin"
    },
    "payload": {
        "callbackId": "CAL0001234"
    }
}

Demande cURL

L’exemple suivant illustre une demande de tentative POST avec des détails sur l’interaction initiale et les interactions de nouvelles tentatives suivantes.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/attempt' \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "callbackId": "<ID#>",
  "interactionDetails": {
    "clientSessionId": "<ID#>",
    "userId": "<ID#>",
    "callerPhoneNumber": "+112345678901"
  }
}

Corps de réponse lorsqu’une callback_Id valide est fournie et qu’une nouvelle interaction a été créée avec succès pour le rappel.

{
  "result": {
    "status": "success",
    "response": {
      "interaction_id": "<Interaction ID#>"
    }
  }
}

Corps de réponse lorsqu’une callback_Id non valide a été fournie dans la demande.

{
  "result": {
    "status": "failure",
    "response": {
      "interactionId": null
    },
    "errors": [
      "Callback not found for callback ID: <ID#>"
    ]
  }
}

Corps de réponse lorsque l’interaction existe déjà pour le rappel donné (le message renvoie des détails sur l’interaction existante) :

{
  "result": {
    "status": "success",
    "response": {
      "interaction_id": "<Interaction ID#>"
    },
    "messages": [
      "Active Interaction <Interaction ID#> already exists for callback <ID#>"
    ]
  }
}

Demande cURL

L’exemple suivant crée une demande de rappel simple en fonction des détails fournis par l’agent dans le corps de la demande.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/create' \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "type": "asap",
  "callbackDetails": {
    "appointment": "68cc0a5a9314521060320dd548373cbd",
    "description": "Customer reported issue with order #12345",
    "short_description": "Order issue",
    "reason_type": "product_issue",
    "expire_time": "2025-09-01 17:00",
    "messaging_channel": "web_channel_sys_id",
    "channel_to_callback": "genesys_channel_sys_id",
    "scheduled_start_time": "2025-09-01 1:00",
    "end_time": "2025-09-01 17:00",
    "user_document": "abel.tuter",
    "user_table": "sys_user"
},
  },
  "callbackContext": {
    "queue": "sample queue",
    "ivr_path": "sample ivr path"
  },
  "inboundId": "ServiceNowVoice",
  "isExternal": true,
  "phoneNumber": "+123454768",
  "externalCallbackId": "new-external-id",
  "interactionDetails": {
    "clientSessionId": "f8453abb-a33d-45b7-bf01-52b7a821e99z",
    "userId": "32423424",
    "callerPhoneNumber": "+14089178877"
  }
}

Le corps de la réponse renvoie une réponse de réussite avec des ID de rappel et d’interaction pour la demande de rappel nouvellement créée.

{
  "status": "success",
  "response": {
    "callback_id": "a16ead53fff0621088c6ffffffffffce",
    "interaction_id": "696e6d57fff0621088c6ffffffffff7d"
  }
}

Corps de réponse lorsque les détails de l’interaction n’ont pas été fournis :

{
  "status": "success",
  "response": {
    "callback_created": true,
    "callback_id": "7df2059ffffc221088c6ffffffffff0c"
  }
}

Corps de réponse lorsque l’ID de rappel existe déjà, mais que de nouveaux détails d’interaction ont été fournis :

{
  "result": {
    "status": "success",
    "response": {
      "interaction_id": "84054fff53786210011eddeeff7b12d6",
      "callback_id": "8b43c3fb53786210011eddeeff7b12a6",
      “callback_created”: false
    },
    "messages": [
      "Successfully updated the callback 8b43c3fb53786210011eddeeff7b12a6",
      "Successfully created the interaction 84054fff53786210011eddeeff7b12d6"
    ]
  }
}

Corps de réponse lorsque l’ID de rappel existe déjà, mais que les nouveaux détails d’interaction n’ont pas été fournis :

{
  "result": {
    "status": "success",
    "response": {
      "callback_id": "8b43c3fb53786210011eddeeff7b12a6"
    },
    "messages": [
      "Successfully updated the callback 8b43c3fb53786210011eddeeff7b12a6"
    ]
  }
}

Corps de réponse lorsque des champs obligatoires sont manquants dans la demande :

{
  "result": {
    "status": "failure",
    "response": {
      "callbackId": null
    },
    "errors": [
      "Parameter 'type' is required in request"
    ]
  }
}

Demande cURL

L’exemple POST suivant interroge les enregistrements de rappel spécifiquement ouverts par un Agent virtuel (« opened_by : « virtual.agent ») et est dans un état fermé (4), et demande à l’API de renvoyer uniquement le numéro de référence et le numéro de téléphone de l’enregistrement de rappel (« callback » : ["number », « callback_number"]) dans un contexte de file d’attente (« context » : ["queue"]).

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/get' \
  -H "Content-Type: application/json" \
  -H "Accept: application/json" \
  -u 'username':'password' \ 
  -d {
  "queryParameters": {
    "opened_by": "virtual.agent",
    "state": 4,
  },
  "responseParameters": {
    "callback": ["number", "callback_number"],
    "context": ["queue"]
  }
}

Corps de la réponse.

{
  "result": {
    "status": "success",
    "response": {
      "callbacks": [
        {
          "number": "CAL0010036",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010037",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010001",
          "callback_number": "+918008509174",
          "context": {
            "queue": "queue"
          }
        },
        {
          "number": "CAL0010033",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010003",
          "callback_number": "+918008509174",
          "context": {
            "queue": "Soumya queue"
          }
        },
        {
          "number": "CAL0010035",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010038",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        },
        {
          "number": "CAL0010034",
          "callback_number": "+14089178878",
          "context": {
            "queue": "21 value changed via api"
          }
        }
      ],
      "count": 8
    }
  }
}

Demande cURL

L’exemple suivant met à jour certains détails de rappel dans la demande de rappel associée.

curl -X POST 'https://instance.servicenow.com/api/sn_omni_callback/callback/update' \ 
  -H 'Accept: application/json' \ 
  -H 'Content-Type: application/json' \ 
  -u 'username':'password' \ 
  -d ' {
  "callbackDetails": {
    "appointment": "68cc0a5a9314521060320dd548373cbd",
    "description": "Customer reported issue with order #12345",
    "short_description": "Order issue",
    "reason_type": "product_issue",
    "expire_time": "2025-09-01 17:00",
    "messaging_channel": "web_channel_sys_id",
    "channel_to_callback": "genesys_channel_sys_id",
    "scheduled_start_time": "2025-09-01 1:00",
    "end_time": "2025-09-01 17:00",
    "user_document": "abel.tuter",
    "user_table": "sys_user"
},
  "callbackContext": {
    "queue": "5 value changed via api",
    "ivr_path": "5 some-ivr-path changed via api"
  },
  "inboundId": "AmazonConnect",
  "phoneNumber": "+14089178877",
  "callbackId": "a16ead53fff0621088c6ffffffffffce"
}

{
  "result": {
    "status": "success",
    "response": {
      "callback_id": "952f763b53786210011eddeeff7b1297"
    },
    "messages": [
      "Successfully updated the callback 952f763b53786210011eddeeff7b1297"
    ]
  }
}

  "result": {
    "status": "failure",
    "response": {
      "callbackId": null
    },
    "errors": [
      "Callback not found for callback ID: 952f763b53786210011eddeef7b1297"
    ]
  }
}

  "result": {
    "status": "failure",
    "response": {
      "callbackId": null
    },
    "errors": [
      "Parameter 'callbackId' is required in request"
    ]
  }
}

Demande cURL

La demande suivante annule la demande de rappel avec l’ID de rappel CAL0001234.

curl -X POST "https://instance.servicenow.com/api/sn_omni_callback/callback/close/CAL0001234" \
  -H "Accept: application/json" \
  -H "Content-Type: application/json" \
  -u "username:password" \
  -d '{
    "reason": "Cancelled"
  }'

L’organisme de réponse confirme l’annulation.

{
"reason":"Cancelled"
}