FIFO Queues CRUD API

Moreover, some CRUD APIs are available for the following provisioning actions:

• Add a new Imagicle queue

• Modify a queue

• Delete a queue

• Add/remove agents from a queue

• Add an IVR Service

• Modify an IVR Service

• Delete an IVR Service

• Clone an IVR Service

• Add/Remove IVR Managers from an IVR Service

Below is the technical documentation for the QME FIFO Queues API. This documentation details the available endpoints, data models, authentication requirements, error responses, and examples as defined in the OpenAPI specification.

FIFO Queues API Documentation

API Title: FIFO Queues
Version: 2025.Winter.1
Description: This web service exposes a set of functions to manipulate QME FIFO queues, including creating, retrieving, updating, and deleting queues; managing queue managers and agents; and retrieving both real‐time and historical statistics.

Base URL & Authentication

• Base URL:

  CODE

  https://{host}/fw/Apps/QME/WebAPI

  • The {host} variable represents the UCX Suite server hostname or IP address.

• Authentication:
  All endpoints require HTTP Basic Authentication. You must include an Authorization header with your username and password encoded in Base64.

  Example header:

  CODE

  Authorization: Basic {base64(username:password)}

Data Models

Queue Object

Properties:

• id (integer)

• name (string)

• phoneNumber (string)

• tenantId (string)

• canViewRealTimeStats (boolean)

• priority (object)

  • value (integer)

  • override (boolean)

• loginLogoutPhoneNumber (object)

  • value (string)

  • override (boolean)

• maxWaitingCalls (object)

  • value (integer)

  • override (boolean)

Agent Schema

Properties:

• username (string)

• telephoneAddress (string)

• loginStatus (integer, enum: 0–4):

  • 0: None

  • 1: Log out

  • 2: Ready

  • 3: Pause

  • 4: Wrap Up

• isAvailable (boolean)

• isBusy (boolean)

• currentStatusStartTime (date-time)

• wrapupEnd (date-time): Provided if in Wrap Up status.

• pauseReason (string): Provided if in Pause status.

Call Schema

Properties:

• id (string): Call identifier.

• waitingStartTime (date-time): Time the call entered the queue.

• caller (object): See Caller Schema.

• isBeingTransferred (boolean)

• bookedBy (object): See BookedBy Schema.

Caller Schema

Properties:

• number (string)

• displayName (string)

• firstName (string)

• lastName (string)

• company (string)

• country (string, ISO 3166-1 alpha-2)

• isInternal (boolean)

• isVip (boolean)

BookedBy Schema

Properties:

• username (string)

• telephoneAddress (string)

Error Responses

Common error responses across endpoints include:

• 401 Unauthorized: No authentication provided or wrong credentials.

• 403 Forbidden: Authenticated user does not have the required access level.

  • Specific messages include:

    • 403.BaseAccess: Requires QME base access.

    • 403.GlobalAdmin: Requires complete management privileges.

    • 403.GlobalOrSpecificInstanceAdmin / GlobalSupervisorOrInstanceSupervisor / GlobalSupervisorOrInstanceProfileViewAgent: Various access levels for managing queues and viewing statistics.

    • 403.Self: Users cannot remove themselves unless they have complete management privileges.

• 404 Not Found: The requested resource (queue, user, etc.) could not be found.

• 400 Bad Request: Validation errors with additional details provided in the response (e.g., missing parameters, invalid values).

  • Specific error responses for queues and users include error codes enumerating the possible reasons.

• 409 Conflict: Occurs when attempting to create or modify a queue with conflicting data (e.g., duplicate name or telephone address).

• 429 Too Many Requests: Rate limiting is enforced; a Retry-After header indicates the wait time.

• 500 Internal Server Error: An error occurred while processing the request.

• 504 Gateway Timeout: The QME service is not running or did not respond in time.

Summary

This API offers complete management capabilities for QME FIFO queues, including CRUD operations, user (manager and agent) management, and both real-time and historical statistics reporting. All endpoints are secured with HTTP Basic Authentication, and robust error handling is provided to inform clients of issues with authentication, authorization, validation, and service availability.