openapi: 3.2.0
info:
  title: Customer Journey API
  description: Customer Journey is used to retrieve information about Engagements and Conversations that have occurred in a Customer's Journey and to configure what Identifiers should be collected as part of a Customer's Journey.
  version: 1.1.1
  contact:
    name: Avaya API Team
    url: https://developers.avayacloud.com/onecloud-ccaas
    email: apiteam@avaya.com
  license:
    name: Avaya Software Development Kit (SDK) Software License Terms
    url: http://support.avaya.com/css/P8/documents/101038288
servers:
- url: '{protocol}://{server}{basePath}'
  description: Open API
  variables:
    protocol:
      enum:
      - https
      default: https
    server:
      default: HOST-REGION.api.avayacloud.com
    basePath:
      default: /api/journey/v1
- url: '{protocol}://{server}:{port}'
  description: Internal API
  variables:
    protocol:
      enum:
      - http
      - https
      default: http
    server:
      default: journey-service
    port:
      enum:
      - '80'
      - '443'
      default: '80'
security:
- {}
- BearerAuth: []
  AppKey: []
tags:
- name: Journey
  description: Represents the history of Conversations and Engagements that a Customer has had with the business.
paths:
  /accounts/{accountId}/journeys:search:
    parameters:
    - $ref: '#/components/parameters/accountId'
    - $ref: '#/components/parameters/pageSize'
    - $ref: '#/components/parameters/pageNumber'
    post:
      tags:
      - Journey
      summary: Search Journeys
      deprecated: false
      description: '**This API requires the Agent role.**


        Searches for Customer Journeys optionally using different specific filters.


        It makes it possible to narrow the search down to a particular conversation and only return the parts of the Customer''s Journey that satisfies the given filter criteria.


        The filter can include fields such as:

        * identifiers

        * channelIds

        * agentId

        * conversation

        * startDate & endDate


        If found, the Customer''s Journey will include a list of all the Engagements a Customer has had with the Contact Center, ordered by the `startDate` in descending order.'
      operationId: getJourneys
      requestBody:
        description: Search for Journeys
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/JourneyQuery'
            examples:
              advanced-search-all-fields:
                $ref: '#/components/examples/journey-query-advanced'
              simple-search-minimum-fields:
                $ref: '#/components/examples/journey-query-with-identifiers'
              everything-within-a-date-time-range:
                $ref: '#/components/examples/journey-query-within-date-time'
              everything-after-a-date-time-range:
                $ref: '#/components/examples/journey-query-after-date-time'
              everything-before-a-date-time-range:
                $ref: '#/components/examples/journey-query-before-date-time'
              filtering-by-a-particular-conversation:
                $ref: '#/components/examples/journey-query-with-conversation'
              filtering-by-an-agent:
                $ref: '#/components/examples/journey-query-with-agent'
              filtering-by-channels:
                $ref: '#/components/examples/journey-query-with-channels'
      responses:
        '200':
          description: OK
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/JourneyQueryResponse'
              examples:
                Example-1:
                  $ref: '#/components/examples/journey-search-response'
        '400':
          description: 'Bad Request.


            * accountId must be exactly 6 characters


            * pageNumber must be greater than 0


            * pageSize must be between 1 and 50


            * Invalid input, ''Identifiers'' must not be empty

            '
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorConstraintViolation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '403':
          $ref: '#/components/responses/Forbidden'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServer'
  /accounts/{accountId}/journeys:
    parameters:
    - $ref: '#/components/parameters/accountId'
    post:
      tags:
      - Journey
      summary: Create Journey
      description: 'Creates a new Customer Journey Identity grouping, the supplied "identifiers" will be linked together to form a single Customer Journey Identity. If any of the identifiers already exist, then any links they have will also be included.

        Note: This can be used to link previously unassociated identifiers together improving the accuracy of any searches involving them. Creating Journey this way **will not affect AXP''s Digital Workflow** , its only internal to Customer Journey.'
      operationId: createJourney
      requestBody:
        description: Create a new Customer Journey
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/Journey'
            examples:
              Example-1:
                $ref: '#/components/examples/journey-create-1'
      responses:
        '202':
          description: Accepted
        '400':
          description: "Bad Request. \n\n* accountId must be exactly 6 characters\n\n* Request has invalid input\n"
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorConstraintViolation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '403':
          $ref: '#/components/responses/Forbidden'
        '500':
          $ref: '#/components/responses/InternalServer'
  /accounts/{accountId}/journeys:unlinkIdentifier:
    parameters:
    - $ref: '#/components/parameters/accountId'
    post:
      tags:
      - Journey
      summary: Unlink Identifier
      description: 'Unlinks an identifier from a Customer Journey, the supplied **unlinkIdentifier** will be unlinked from the rest of the provided identifiers. The updated state of identifiers will be returned in the response.

        This can be used to unlink previously associated identifiers to improve the accuracy of any searches involving them.

        Note: This does not delete the identifier, instead it simply "unlinks" it from any other associated identifiers. It can still be used as part of a search.

        And this way unlinking identifier from Customer Journey **will not affect AXP''s Digital Workflow** , its only internal to Customer Journey.'
      operationId: unlinkIdentifier
      requestBody:
        description: Unlink an identifier from a Customer Journey.
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/UnlinkJourney'
            examples:
              unlink-account-id:
                $ref: '#/components/examples/unlink-account-id-request'
              unlink-email-address:
                $ref: '#/components/examples/unlink-email-address-request'
              unlink-phone-number:
                $ref: '#/components/examples/unlink-phone-number-request'
      responses:
        '200':
          description: OK
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Journey'
              examples:
                unlink-account-id:
                  $ref: '#/components/examples/unlink-account-id-response'
                unlink-email-address:
                  $ref: '#/components/examples/unlink-email-address-response'
                unlink-phone-number:
                  $ref: '#/components/examples/unlink-phone-number-response'
        '400':
          description: "Bad Request. \n\n* accountId must be exactly 6 characters\n\n* Request has invalid input\n"
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorConstraintViolation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '403':
          $ref: '#/components/responses/Forbidden'
        '500':
          $ref: '#/components/responses/InternalServer'
  /accounts/{accountId}/journeys:listAgents:
    parameters:
    - $ref: '#/components/parameters/accountId'
    - name: pageSize
      description: The maximum number of results per page
      required: false
      in: query
      schema:
        type: integer
        format: int32
        minimum: 1
        maximum: 10
        default: 1
        example: 10
    - name: orderBy
      description: 'Ordering is performed on the "leftAt" field, the default order is descending.


        To specify ascending order, "asc" should be used.

        '
      required: false
      in: query
      schema:
        type: string
        minLength: 3
        maxLength: 4
        default: desc
      example: asc
    post:
      tags:
      - Journey
      summary: List Agents
      description: 'Lists the Agents to have participated on a Customer''s Journey for the required Channel within a timeframe. By default this is limited to the last 30 days unless a "startDate" for the search is provided.


        The Agents are listed in descending order based on the "leftAt" timefield, this can be changed to ascending with the optional "orderBy" parameter.


        This does not include any Agents that are currently active on the Customer''s Journey that have yet to leave.'
      operationId: listAgents
      requestBody:
        description: Search criteria.
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ListAgentsQuery'
            examples:
              Example-1:
                $ref: '#/components/examples/list-agents-query-1'
      responses:
        '200':
          description: OK
          content:
            application/json:
              schema:
                type: array
                description: A list containing Agents from a Customer's Journey that match the search criteria.
                items:
                  $ref: '#/components/schemas/ListAgentResponse'
              examples:
                Example-1:
                  $ref: '#/components/examples/list-agents-response'
        '400':
          description: "Bad Request. \n\n* accountId must be exactly 6 characters\n\n* pageSize must be between 1 and 10\n\n* orderBy must have value 'asc' or 'desc'\n"
          content:
            application/problem+json:
              schema:
                $ref: '#/components/schemas/Problem'
              examples:
                default:
                  $ref: '#/components/examples/ErrorConstraintViolation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '403':
          $ref: '#/components/responses/Forbidden'
        '404':
          $ref: '#/components/responses/NotFound'
        '500':
          $ref: '#/components/responses/InternalServer'
components:
  examples:
    journey-create-1:
      value:
        identifiers:
          accountIds:
          - d1482af8-d865-4df0-932d-f9559f25086d
          emailAddresses:
          - melinda14@example.org
    journey-query-with-agent:
      value:
        agentId: 4dd8a4a4-09f4-4dab-a503-91cefc4604e0
    unlink-email-address-response:
      value:
        identifiers:
          accountIds:
          - d1482af8-d865-4df0-932d-f9559f25086d
          phoneNumbers:
          - 087 12345
    journey-query-with-conversation:
      value:
        conversation: Mortgage Application
        identifiers:
          emailAddresses:
          - melinda14@example.org
    journey-query-within-date-time:
      value:
        startDate: '2019-07-23T17:45:21.001Z'
        endDate: '2020-07-23T17:45:21.001Z'
        identifiers:
          emailAddresses:
          - melinda14@example.org
    ErrorForbidden:
      description: Forbidden
      value:
        type: https://developers.avayacloud.com/avaya-experience-platform/docs/error-handling#forbidden
        title: Forbidden
        status: 403
        detail: According to the access control policy the current user and/or accountId does not have permission to access this resource.
    unlink-email-address-request:
      value:
        identifiers:
          accountIds:
          - d1482af8-d865-4df0-932d-f9559f25086d
          emailAddresses:
          - melinda14@example.org
          phoneNumbers:
          - 087 12345
        unlinkIdentifier:
          emailAddresses: melinda14@example.org
    journey-query-after-date-time:
      value:
        startDate: '2019-07-23T17:45:21.001Z'
        identifiers:
          emailAddresses:
          - melinda14@example.org
    list-agents-response:
      value:
      - agentId: 0f28895a-2855-4e02-b00c-52fe93d671f2
        channelProviderId: aba84546-1ac2-478e-b225-cadc7e8a2862
        leftAt: '2020-07-26T13:24:52.130Z'
      - agentId: c5e92685-921e-4dd3-b856-66b9fdadaca1
        channelProviderId: aba84546-1ac2-478e-b225-cadc7e8a2862
        leftAt: '2020-07-23T18:12:34.246Z'
      - agentId: faa542cb-1611-4ba5-a3db-1b6b1f560325
        channelProviderId: aba84546-1ac2-478e-b225-cadc7e8a2862
        leftAt: '2020-07-19T10:45:22.589Z'
    unlink-account-id-request:
      value:
        identifiers:
          accountIds:
          - d1482af8-d865-4df0-932d-f9559f25086d
          emailAddresses:
          - melinda14@example.org
          phoneNumbers:
          - 087 12345
        unlinkIdentifier:
          accountIds: d1482af8-d865-4df0-932d-f9559f25086d
    ErrorNotFound:
      description: Not Found
      value:
        type: https://developers.avayacloud.com/avaya-experience-platform/docs/error-handling#resource-not-found
        title: Resource Not Found
        status: 404
        detail: Resource not found.
    list-agents-query-1:
      value:
        identifiers:
          phoneNumbers:
          - '+35387643526236'
        startDate: '2019-07-23T17:45:21.001Z'
        channelId: VOICE
    unlink-account-id-response:
      value:
        identifiers:
          emailAddresses:
          - melinda14@example.org
          phoneNumbers:
          - 087 12345
    journey-query-with-channels:
      value:
        channelIds:
        - Voice
        - Chat
        - Email
    ErrorConstraintViolation:
      description: Constraint Violation
      value:
        type: https://developers.avayacloud.com/avaya-experience-platform/docs/error-handling#constraint-violation
        title: Constraint Violation
        status: 400
        detail: A problem that indicates a syntactically correct, yet semantically illegal request. The Server can not process this request until the client resolves the semantic errors described in the violations section.
        violations:
        - field: accountId
          message: must match "^[a-zA-Z]{6}$"
          code: 20006
    unlink-phone-number-response:
      value:
        identifiers:
          accountIds:
          - d1482af8-d865-4df0-932d-f9559f25086d
          emailAddresses:
          - melinda14@example.org
    unlink-phone-number-request:
      value:
        identifiers:
          accountIds:
          - d1482af8-d865-4df0-932d-f9559f25086d
          emailAddresses:
          - melinda14@example.org
          phoneNumbers:
          - 087 12345
        unlinkIdentifier:
          phoneNumbers: 087 12345
    journey-query-before-date-time:
      value:
        endDate: '2020-07-23T17:45:21.001Z'
        identifiers:
          emailAddresses:
          - melinda14@example.org
    ErrorUnauthorized:
      description: Unauthorized
      value:
        type: https://developers.avayacloud.com/avaya-experience-platform/docs/error-handling#unauthorized
        title: Unauthorized
        status: 401
        detail: This operation requires authentication. See https://developers.avayacloud.com/avaya-experience-platform/docs/how-to-authenticate-with-ccaas-apis
    journey-query-advanced:
      value:
        conversation: Mortgage Application
        startDate: '2019-07-23T17:45:21.001Z'
        endDate: '2020-07-23T17:45:21.001Z'
        identifiers:
          emailAddresses:
          - melinda14@example.org
          phoneNumbers:
          - 019 718 0171
          - +353 019 718 9999
        agentId: 4dd8a4a4-09f4-4dab-a503-91cefc4604e0
        channelIds:
        - Voice
        - Email
    journey-query-with-identifiers:
      value:
        identifiers:
          emailAddresses:
          - melinda14@example.org
    journey-search-response:
      summary: Journey search response
      value:
        pagination:
          pageNumber: 1
          pageSize: 50
          total: 2
        engagements:
        - id: 8e557fd6-580a-43b3-8cf9-db8169f4af5a
          status: COMPLETED
          direction: INBOUND
          startDate: '2019-07-23T17:45:21.002Z'
          updateDate: '2019-07-23T17:47:21.002Z'
          endDate: '2019-07-23T17:50:21.002Z'
          channels:
          - id: Voice
            type: VOICE
          identifiers:
            emailAddresses:
            - cmartin@example.org
            phoneNumbers:
            - 188-115-7717
            - +353 628 9848
          agentNotes:
          - id: 0f5d4e8f-2f73-439b-a8f7-af973291cfba
            engagementId: 0f5d4e8f-2f73-439b-a8f7-af973291cfba
            createdBy:
              id: 0f5d4e8f-2f73-439b-a8f7-af973291cfba
              name: Agent Name / Supervisor Name
            updatedBy:
              id: 0f5d4e8f-2f73-439b-a8f7-af973291cfba
              name: Agent Name / Supervisor Name
            text: The Agent Note Text
            createdAt: '2020-07-23T17:45:21.001Z'
            updatedAt: '2020-07-23T17:45:21.001Z'
          participants:
          - id: 443f413f-75f4-4ee4-a261-275e2c4a4c6f
            joinedAt: '2019-07-23T17:45:21.002Z'
            leftAt: '2019-07-23T17:58:32.002Z'
            type: EXTERNAL
            channelId: Voice
            channelType: VOICE
            callingNumber: 087 12345
            dialledNumber: 1590 12345
            dialogId: 67ec5131-259c-4924-bb08-d87cf315e5e3
          - id: e5e8b989-c0d3-493e-9c6c-a1e482c42946
            agentDisplayName: John Smith
            joinedAt: '2019-07-23T17:46:42.002Z'
            leftAt: '2019-07-23T18:00:32.002Z'
            type: AGENT
            channelId: Voice
            channelType: VOICE
            extension: ext/1234
            dialogId: 67ec5131-259c-4924-bb08-d87cf315e5e3
          conversations:
          - Mortgage Application
          - First-time Buyer
          data:
            referenceNumber: ref-4bf68d57-c189-4ad9-986f-e56ede9cdc32
            currentStatus: Under review
          attributes:
          - Language.English
          - Support.Technical
          queues:
          - queueId: a12d14a2-99ad-4aed-8f55-5e87d18e9b9c
            queueName: Default
            channelId: Voice
            priority: 1
            rank: 2147483647
            proficiencyRangeMin: 4
            proficiencyRangeMax: 10
            queuedAt: '2021-04-09T17:00:00.1Z'
            agentId: 93649e2e-f576-44b6-b002-fe61379cc4e5
            acceptedAt: '2021-04-09T17:00:00.1Z'
          - queueId: eae856cc-c4ff-4f44-a05a-b31ac0ed3278
            queueName: Default
            channelId: Voice
            priority: 1
            rank: 2147483647
            proficiencyRangeMin: 4
            proficiencyRangeMax: 10
            queuedAt: '2021-04-09T17:00:00.1Z'
            agentId: bef38a45-c61a-4abb-8106-f992ec4b4f22
          transfers:
          - initiatingAgentId: 3228e28c-e992-4933-943e-6681b7bfe934
            queueId: 3fb467ed-9136-4542-898d-988a0c3028af
            queueName: Default
            channelProviderId: 4db6bf64-1684-4841-9446-a5fa2d186e6d
            connectionId: 9a42578a-b883-4b9d-9da0-9e4096334503
            dialogId: cb127356-134f-49ad-b5e0-37baaa400bfc
            providerDialogId: caa30030-89f1-4b0c-a8f0-93230f92a96c
            channelId: Chat
            correlationId: 2d721d22-d020-4297-8180-fe86c0848cbd
            fallbackQueueId: 3fb467ed-9136-4542-898d-988a0c3028af
            timestamp: '2023-08-25T06:53:15.743Z'
            destinationAgentId: 3228e28c-e992-4933-943e-6681b7bfe934
            destinationAgentName: John Smith
            destinationAgentJoinedAt: '2023-08-25T07:07:49.652Z'
            description: New Car inquiry
            transferType: TRANSFER_TO_AGENT
          - initiatingAgentId: 3228e28c-e992-4933-943e-6681b7bfe934
            queueId: 3fb467ed-9136-4542-898d-988a0c3028af
            queueName: Default
            channelProviderId: 4db6bf64-1684-4841-9446-a5fa2d186e6d
            connectionId: 9a42578a-b883-4b9d-9da0-9e4096334503
            dialogId: cb127356-134f-49ad-b5e0-37baaa400bfc
            providerDialogId: caa30030-89f1-4b0c-a8f0-93230f92a96c
            channelId: Chat
            correlationId: 2d721d22-d020-4297-8180-fe86c0848cbd
            fallbackQueueId: 3fb467ed-9136-4542-898d-988a0c3028af
            timestamp: '2023-08-25T06:53:15.743Z'
            destinationAgentId: 3228e28c-e992-4933-943e-6681b7bfe934
            destinationAgentName: John Smith
            destinationAgentJoinedAt: '2023-08-25T07:07:49.652Z'
            description: New Car inquiry
            transferType: TRANSFER_TO_QUEUE
        - id: 94594028-5559-4efb-8263-9698e3ffe61d
          status: ACTIVE
          direction: OUTBOUND
          startDate: '2019-07-23T17:45:21.002Z'
          channels:
          - id: Voice
            type: VOICE
          identifiers:
            emailAddresses:
            - melinda14@example.org
            phoneNumbers:
            - 019 718 0171
          agentNotes:
          - id: 0f5d4e8f-2f73-439b-a8f7-af973291cfba
            engagementId: 0f5d4e8f-2f73-439b-a8f7-af973291cfba
            createdBy:
              id: 0f5d4e8f-2f73-439b-a8f7-af973291cfba
              name: Agent Name / Supervisor Name
            updatedBy:
              id: 0f5d4e8f-2f73-439b-a8f7-af973291cfba
              name: Agent Name / Supervisor Name
            text: The Agent Note Text
            createdAt: '2020-07-23T17:45:21.001Z'
            updatedAt: '2020-07-23T17:45:21.001Z'
          participants:
          - id: 443f413f-75f4-4ee4-a261-275e2c4a4c6f
            joinedAt: '2019-07-23T17:45:21.002Z'
            leftAt: '2019-07-23T17:58:32.002Z'
            type: EXTERNAL
            channelId: Voice
            channelType: VOICE
            callingNumber: 087 12345
            dialledNumber: 1590 12345
            dialogId: 67ec5131-259c-4924-bb08-d87cf315e5e3
          conversations:
          - Mortgage Application
          data:
            referenceNumber: ref-4bf68d57-c189-4ad9-986f-e56ede9cdc32
        identifiers:
          phoneNumbers:
          - 019 718 0171
          - 188-115-7717
          - +353 628 9848
          emailAddresses:
          - melinda14@example.org
          - cmartin@example.org
          universalIds:
          - 7fdf89aa-70e6-4de9-8d7a-e1bbc4edcbaf
    ErrorInternalServerError:
      description: Server Error
      value:
        type: https://developers.avayacloud.com/avaya-experience-platform/docs/error-handling#server-error
        title: Server Error
        status: 500
        detail: An internal server error was encountered.
  schemas:
    Queue:
      type: object
      title: Queue
      description: The queue details part of an engagement.
      required:
      - queueId
      - channelId
      - priority
      properties:
        queueId:
          description: The unique case sensitive id of the queue. Only valid Contact Center Queue Id's are accepted. See Queue Admin List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        queueName:
          type: string
          description: The Queue name for the queue.
          example: Default
        channelId:
          description: The id representing the Contact Center Channel. Only valid Contact Center Channel Id's are accepted. See Channel page in Avaya Experience Platform Fundamentals section of Developer Guides for a list of supported Channel Id's.
          type: string
          minLength: 3
          maxLength: 256
        priority:
          description: The priority of this queue request. The smaller the number meaning the higher the priority.
          type: integer
          format: int32
          minimum: 1
          maximum: 10
        rank:
          description: This is the rank of this queue in the context of a match request, when the match request contains multiple queues.
          type: integer
          format: int32
          minimum: 1
          maximum: 2147483647
        proficiencyRangeMin:
          description: Agents who have a proficiency equal or greater than this for the required queue will be preferred. The smaller the number meaning the highest ranked or best agent. The larger the number meaning the lower the agent ranking.
          type: integer
          format: int32
          minimum: 1
          maximum: 16
        proficiencyRangeMax:
          description: Agents who have a proficiency equal or less than this for the required queue will be preferred. The smaller the number meaning the highest ranked or best agent. The larger the number meaning the lower the agent ranking.
          type: integer
          format: int32
          minimum: 1
          maximum: 16
        queuedAt:
          type: string
          format: date-time
          readOnly: true
          description: The datetime of when the engagement offered into a queue in ISO 8601 format, for example 2018-11-13T20:27:12+00:00
          example: '2018-11-13T20:27:12+00:00'
        agentId:
          type: string
          description: The unique 36 character internal id that represents the agent that accepted the queued engagement.
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
          example: bb4f5cf8-5bfc-4bf3-ac43-153c43671f0e
        acceptedAt:
          type: string
          format: date-time
          readOnly: true
          description: The datetime of when the agent accepted the queued engagement in ISO 8601 format, for example 2018-11-13T20:27:12+00:00
          example: '2018-11-13T20:27:12+00:00'
    Transfer:
      type: object
      title: Transfer
      description: The Transfer details part of an engagement.
      required:
      - channelProviderId
      - transferType
      properties:
        initiatingAgentId:
          description: The unique case sensitive id of the initiating Agent Id. Only valid Contact Center Agent Id's are accepted. See Agent Admin List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        queueId:
          description: The unique case sensitive id of the queue. Only valid Contact Center Queue Id's are accepted. See Queue Admin List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        queueName:
          type: string
          description: The Queue name for the queue.
          example: Default
        channelProviderId:
          description: The unique case sensitive id of the channel provider. Only valid Contact Center provider Id's are accepted. See Admin channel List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        channelId:
          type: string
          description: The unique id representing the Contact Center Channel. Only valid Contact Center Channel Ids are accepted. See Contact Center Channel list in Developers guide for further details.
          example: Voice
        connectionId:
          description: The unique case sensitive id of the connection. Only valid Contact Center connection Id's are accepted. See Queue Admin connection List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        dialogId:
          description: The unique case sensitive id of the dialog. Only valid Contact Center dialog Id's are accepted. See Dialog Admin List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        providerDialogId:
          description: The unique case sensitive id of the dialog. Only valid Contact Center dialog provider Id's are accepted. See Dialog Admin List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        correlationId:
          description: The unique case sensitive id of the Correlation. Only valid Contact Center Queue Id's are accepted. See Queue Admin List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        fallbackQueueId:
          description: The unique case sensitive id of the queue. Only valid Contact Center Fall back Queue Id's are accepted. See Queue Admin List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        timestamp:
          type: string
          format: date-time
          readOnly: true
          description: The datetime of when the engagement transfer offered into a queue in ISO 8601 format, for example 2018-11-13T20:27:12+00:00
          example: '2018-11-13T20:27:12+00:00'
        destinationAgentId:
          description: The unique case sensitive id of the Agent. Only valid Contact Center Agent Id's are accepted. See Agent Admin List API.
          type: string
          minLength: 36
          maxLength: 36
          pattern: ^[0-9a-fA-F]{8}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{4}\-[0-9a-fA-F]{12}$
        destinationAgentName:
          type: string
          description: The engagement transfer agent name for the Agents.
          example: Jone Smith
        destinationExternalNumber:
          type: string
          description: When the engagement is transferred to external numbers.
          example: +1 123 123 1234
        destinationAgentJoinedAt:
          type: string
          format: date-time
          readOnly: true
          description: The datetime of when the engagement offered into a Agent in ISO 8601 format, for example 2018-11-13T20:27:12+00:00
          example: '2018-11-13T20:27:12+00:00'
        description:
          type: string
          description: The dialog description incase of any.
          example: New Car inquiry
        transferType:
          type: string
          description: The type of Transfers, for example TRANSFER_TO_AGENT, TRANSFER_TO_QUEUE or CONSULT_TRANSFER_TO_QUEUE.
          enum:
          - TRANSFER_TO_AGENT
          - TRANSFER_TO_QUEUE
          - TRANSFER_TO_EXTERNAL
          - CONSULT_TRANSFER_TO_QUEUE
    JourneyQueryResponse:
      title: JourneyQueryResponse
      description: Customer Journey query response.
      required:
      - identifiers
      allOf:
      - $ref: '#/components/schemas/Identifiers'
      - type: object
        additionalProperties: true
        properties:
          engagements:
            type: array
            description: The engagements returned as the result of a query
            items:
              $ref: '#/components/schemas/EngagementResponse'
          pagination:
            $ref: '#/components/schemas/Pagination'
    JourneyQuery:
      title: JourneyQuery
      description: Customer Journey query criteria.
      allOf:
      - $ref: '#/components/schemas/Identifiers'
      - type: object
        additionalProperties: true
        properties:
          startDate:
            description: The start date in ISO 8601 format, for example 2018-11-13T20:20:39+00:00. The returned results will be inclusive of this datetime.
            example: '2018-11-13T20:20:39+00:00'
            type:
            - string
            - 'null'
            format: date-time
          endDate:
            description: The end date in ISO 8601 format, for example 2018-11-13T20:20:39+00:00. The returned results will be inclusive of this datetime.
            example: '2018-11-13T20:20:39+00:00'
            type:
            - string
            - 'null'
            format: date-time
          conversation:
            type:
            - string
            - 'null'
            description: The conversation to filter by.
            minLength: 3
            maxLength: 256
            example: Mortgage Application
          agentId:
            type: string
            description: The agent id to filter by.
            minLength: 3
            maxLength: 36
            example: 4dd8a4a4-09f4-4dab-a503-91cefc4604e0
          channelIds:
            type: array
            description: The list of channel Ids to filter by.
            items:
              type: string
              minLength: 3
              maxLength: 20
            minItems: 1
            maxItems: 10
            uniqueItems: true
            example:
            - Voice
            - Chat
    AgentNoteResponse:
      title: AgentNoteResponse
      description: Response for Get Agent Note.
      type: object
      properties:
        id:
          type: string
          description: The unique 36 character internal id that represents the Agent Note Id.
        engagementId:
          type: string
          description: The unique 36 character internal id that represents the Engagement Id.
        createdBy:
          $ref: '#/components/schemas/AgentDetails'
        updatedBy:
          $ref: '#/components/schemas/AgentDetails'
        note:
          type: string
          description: Text of the current Agent Note.
        readOnly:
          type: boolean
          description: Indicates if the note is read only.
        createdAt:
          type: string
          format: date-time
          description: The creation datetime of the Engagement in ISO 8601 format, for example 2018-11-13T20:20:39+00:00
          example: '2018-11-13T20:20:39+00:00'
        updatedAt:
          type: string
          format: date-time
          description: The creation datetime of the Engagement in ISO 8601 format, for example 2018-11-13T20:20:39+00:00
          example: '2018-11-13T20:20:39+00:00'
    UnlinkJourney:
      description: Unlinks an identifier from a customer journey.
      type: object
      required:
      - identifiers
      - unlinkIdentifier
      properties:
        identifiers:
          $ref: '#/components/schemas/Identifiers'
        unlinkIdentifier:
          type: object
          minProperties: 1
          maxProperties: 1
          description: Identifier to be unlinked from the Customer Journey.
          additionalProperties:
            type: string
            minLength: 1
            maxLength: 256
            description: 'Identifiers related to the Customer. The maximum length of an identifer key is 50 characters and must be a valid "name" of a pre-configured identifier in Customer Journey.

              '
    Journey:
      description: Customer Journey.
      type: object
      required:
      - identifiers
      allOf:
      - $ref: '#/components/schemas/Identifiers'
    Problem:
      type: object
      description: '<b>Problem Detail</b> as a way to carry machine-readable details of errors in a HTTP response to avoid the need to define new error response formats for HTTP APIs <a href="https://tools.ietf.org/html/rfc7807">RFC 7807</a>

        '
      properties:
        type:
          type: string
          format: uri
          description: 'An absolute URI that identifies the problem type. When dereferenced, it SHOULD provide human-readable documentation for the problem type (e.g., using HTML).

            '
          default: about:blank
          example: https://developers.avayacloud.com/onecloud-ccaas/docs/error-handling#constraint-violation
        title:
          type:
          - string
          - 'null'
          description: 'A short, summary of the problem type. Written in english and readable for engineers (usually not suited for non technical stakeholders and not localized).

            '
          example: Service Unavailable
        status:
          type:
          - integer
          - 'null'
          format: int32
          description: 'The HTTP status code generated by the origin server for this occurrence of the problem.

            '
          minimum: 100
          example: 503
          exclusiveMaximum: 600
        detail:
          type:
          - string
          - 'null'
          description: 'A human readable explanation specific to this occurrence of the problem.

            '
          example: Connection to database timed out
        instance:
          type:
          - string
          - 'null'
          format: uri
          description: 'An absolute URI that identifies the specific occurrence of the problem. It may or may not yield further information if dereferenced.

            '
        violations:
          type:
          - array
          - 'null'
          description: 'A list of violations that occurred as a result of invalid data provided as part of a request.

            '
          items:
            type: object
            properties:
              field:
                type: string
                description: 'The name of the field in the request that caused the violation. This can be the name of a path parameter, query parameter, or a field within the request body.

                  '
                example: accountId
              message:
                type: string
                description: 'A human readable explanation specific to this occurrence of the violation.

                  '
                example: must match "^[a-zA-Z]{6}$"
              code:
                type: integer
                format: int32
                description: 'The violation code generated by the server for this occurrence of the violation. Use this code when implementing any error handling logic instead of the message, as the message can change.

                  '
                example: 20006
          example:
          - field: emailAddress
            message: must not be null
            code: 20002
          - field: accountId
            message: must match "^[a-zA-Z]{6}$"
            code: 20006
    Channel:
      title: Channel
      description: Identifies the specific type of channel such as VOICE, WEBCHAT, EMAIL, SMS, or SOCIAL.
      type: object
      properties:
        id:
          type: string
          description: The unique identifier for the channel.
          example: Voice
        type:
          type: string
          description: The type of channel, such as VOICE, or VIDEO.
          example: VOICE
    ListAgentResponse:
      type: object
      title: ListAgentResponse
      description: An Agent from a Customer's Journey that matches the search criteria.
      properties:
        agentId:
          type: string
          description: The unique 36 character internal id that represents the Agent.
        channelProviderId:
          type: string
          description: The unique internal id that represents the Channel Provider.
        leftAt:
          type: string
          description: The datetime of when the Agent was removed from the Customer's Journey in ISO 8601 format, for example 2018-11-13T20:27:12+00:00
          format: date-time
    ListAgentsQuery:
      allOf:
      - $ref: '#/components/schemas/Identifiers'
      - type: object
        additionalProperties: true
        required:
        - identifiers
        - channelId
        properties:
          startDate:
            description: The start date in ISO 8601 format, for example 2018-11-13T20:20:39+00:00. The returned results will be inclusive of this datetime. If omitted, defaults to the last 30 days.
            example: '2018-11-13T20:20:39+00:00'
            type:
            - string
            - 'null'
            format: date-time
          channelId:
            type: string
            description: The unique identifier for the Agent's channel.
            minLength: 3
            maxLength: 50
            example: Voice
      title: ListAgentsQuery
      description: The list Agents search criteria.
    EngagementResponse:
      title: EngagementResponse
      description: A Customer Engagement with the Contact Center
      allOf:
      - $ref: '#/components/schemas/Identifiers'
      - type: object
        additionalProperties: true
        properties:
          id:
            type: string
            description: The unique 36 character internal id that represents the engagement.
          status:
            type: string
            readOnly: true
            description: The current internal status of the engagement such as CREATED, ACTIVE or COMPLETED.
            enum:
            - CREATED
            - ACTIVE
            - COMPLETED
          direction:
            type: string
            readOnly: true
            description: 'The internal direction which signifies if the engagement was initiated by an external user (INBOUND) or from within the contact center, e.g. an agent driven ad-hoc email (OUTBOUND).

              '
            enum:
            - INBOUND
            - OUTBOUND
            example: INBOUND
          channels:
            type: array
            items:
              $ref: '#/components/schemas/Channel'
            description: List of channels associated with the Engagement.
          agentNotes:
            type: array
            items:
              $ref: '#/components/schemas/AgentNoteResponse'
            description: List of agent notes associated with the Engagement.
          startDate:
            type: string
            format: date-time
            description: The start datetime of the Engagement in ISO 8601 format, for example 2018-11-13T20:20:39+00:00
            example: '2018-11-13T20:20:39+00:00'
          updateDate:
            type: string
            format: date-time
            description: The last updated datetime of the Engagement in ISO 8601 format, for example 2018-11-13T20:25:39+00:00
            example: '2018-11-13T20:25:39+00:00'
          endDate:
            type: string
            format: date-time
            description: The end datetime of the Engagement in ISO 8601 format, for example 2018-11-13T20:27:12+00:00
            example: '2018-11-13T20:27:12+00:00'
          conversations:
            type: array
            minItems: 0
            maxItems: 50
            items:
              type: string
            description: The conversation (or purpose) of the Engagement.
          participants:
            type: array
            minItems: 0
            maxItems: 50
            items:
              $ref: '#/components/schemas/ParticipantResponse'
            description: List of participants on the Engagement
          accountId:
            type: string
            description: The unique 6 character internal id that represents the customer account
            readOnly: true
          data:
            type: object
            description: 'Optional, generic key-value pair data stored with the Engagement.

              This is useful for storing custom information that a client

              can then interpret.

              '
            minProperties: 0
            maxProperties: 50
            additionalProperties:
              type: string
          attributes:
            type: array
            items:
              type: string
            description: List of last set of attributes per category on the Engagement
          queues:
            type: array
            items:
              $ref: '#/components/schemas/Queue'
            description: List of queues on the Engagement
          sourceType:
            type: string
            description: This value defines the external system that was the source of the engagement that is being generated into Avaya Experience Platform
            readOnly: true
            example: Facebook
          sourceAddress:
            type: string
            description: 'the source address is intended to represent the address from which the Avaya Experience Platform engagement was created. It might represent a mailbox, a twitter account, a Facebook account, a chat integration will be the same as the (To) address '
            readOnly: true
            example: '@someSocialMediaAccount'
          transfers:
            type: array
            items:
              $ref: '#/components/schemas/Transfer'
            description: List of Transfer on the Engagement
    ParticipantResponse:
      type: object
      description: Any External, Agent or Treatment participant as returned by a query for a customer journey
      properties:
        type:
          type: string
          description: The type of Participant, for example EXTERNAL, AGENT or TREATMENT.
          enum:
          - EXTERNAL
          - AGENT
          - TREATMENT
        id:
          type: string
          description: The unique id that represents the participant.
        agentDisplayName:
          type: string
          description: This value defines the internal participants name as it will be displayed to Avaya Experience Platform user.
          readOnly: true
          example: John Smith
        dialogId:
          type: string
          description: The unique 36 character internal id that represents the Dialog.
        channelId:
          type: string
          description: The unique id representing the Contact Center Channel. Only valid Contact Center Channel Ids are accepted. See Contact Center Channel list in Developers guide for further details.
          example: Voice
        channelType:
          type: string
          description: The Contact Center Channel Type. Only valid Contact Center Channel Types are accepted. See Contact Center Channel list in Developers guide for further details.
          example: VOICE
        joinedAt:
          type: string
          description: The datetime of when the Participant was added to the Engagement in ISO 8601 format, for example 2018-11-13T20:27:12+00:00
          format: date-time
        leftAt:
          type: string
          description: The datetime of when the Participant was removed from the Engagement in ISO 8601 format, for example 2018-11-13T20:27:12+00:00
          format: date-time
        callingNumber:
          type: string
          description: The calling number of the Participant.
        dialledNumber:
          type: string
          description: The original dialled number for the Engagement.
        extension:
          type: string
          description: The agents extension.
        automationType:
          type: string
          enum:
          - SELF_SERVICE
          - TREATMENT
          - CHATBOT
          description: The automation type, such as SELF_SERVICE, TREATMENT, or CHATBOT.
        sourceType:
          type: string
          description: This value defines the external system that was the source of the engagement that is being generated into Avaya Experience Platform
          readOnly: true
          example: Facebook
        sourceAddress:
          type: string
          description: 'the source address is intended to represent the address from which the Avaya Experience Platform engagement was created. It might represent a mailbox, a twitter account, a Facebook account, a chat integration will be the same as the (To) address '
          readOnly: true
          example: '@someSocialMediaAccount'
    AgentDetails:
      title: AgentDetails
      description: Agent Details.
      type: object
      properties:
        id:
          type: string
          description: The unique 36 character internal id that represents the Agent Id.
          minLength: 3
          maxLength: 100
        name:
          type: string
          description: The Agent/Supervisor Name.
          minLength: 3
          maxLength: 100
    Pagination:
      type: object
      properties:
        pageNumber:
          type: integer
          description: The current page number.
        pageSize:
          type: integer
          description: The max number of records that can be retrieved on this page.
        total:
          type: integer
          description: The total number of records.
    Identifiers:
      type: object
      description: Unique Customer ids used during an Engagement.
      properties:
        identifiers:
          type: object
          minProperties: 1
          maxProperties: 10
          description: Unique identifiers for identifying the customer during an Engagement such as phoneNumbers or emailAddresses.
          additionalProperties:
            type: array
            description: 'Additional identifiers related to the Customer. The maximum length of an identifer key is 50 characters and must be a valid "name" of a pre-configured identifier in Customer Journey.

              '
            minItems: 0
            maxItems: 5
            items:
              type: string
              minLength: 1
              maxLength: 256
          properties:
            phoneNumbers:
              type: array
              description: List of phone numbers.
              minItems: 0
              maxItems: 5
              items:
                type: string
                minLength: 3
                maxLength: 256
            emailAddresses:
              type: array
              description: List of email addresses.
              minItems: 0
              maxItems: 5
              items:
                type: string
                minLength: 3
                maxLength: 256
            accountIds:
              type: array
              description: List of customer account id's.
              minItems: 0
              maxItems: 5
              items:
                type: string
                minLength: 3
                maxLength: 256
  parameters:
    pageSize:
      name: pageSize
      description: The maximum number of results per page.
      required: false
      in: query
      example: 10
      schema:
        type: integer
        format: int32
        default: 50
        minimum: 1
        maximum: 50
    accountId:
      name: accountId
      description: The unique 6 character internal id that represents the customer account.
      required: true
      in: path
      schema:
        type: string
        minLength: 6
        maxLength: 6
        pattern: ^[a-zA-Z]{6}$
        example: ABCDEF
    pageNumber:
      name: pageNumber
      description: The target page of results.
      required: false
      in: query
      example: 34
      schema:
        type: integer
        format: int32
        default: 1
        minimum: 1
  responses:
    Unauthorized:
      description: Unauthorized
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorUnauthorized'
    InternalServer:
      description: Internal Server Error
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorInternalServerError'
    NotFound:
      description: Not Found
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorNotFound'
    Forbidden:
      description: Forbidden
      content:
        application/problem+json:
          schema:
            $ref: '#/components/schemas/Problem'
          examples:
            default:
              $ref: '#/components/examples/ErrorForbidden'
  securitySchemes:
    BearerAuth:
      type: http
      scheme: bearer
      description: This API uses Bearer Token Authorization Flow
      bearerFormat: JWT
    AppKey:
      type: apiKey
      in: header
      name: appkey
      description: This API needs an appKey as header.
x-explorer-enabled: false
x-samples-languages:
- curl
- node
- java
- javascript
- python
- go