The inContact API Framework is a collection of RESTful APIs that access inContact data and resources. Each HTTPS request requires a valid "API access token," which is retrieved via an OAuth2 authentication process. In the current version of the inContact API Framework, only the Implicit, Password and Client OAuth2 "grant types" are supported.

Because the RESTful API works over HTTPS, it can be used from any platform, programming language, or environment that supports HTTPS (pretty much every language and environment there is).

When parsing the responses for our APIs we recommend using publically available internal or easily accessible third party libraries for serializing and deserializing JSON. If, however, you write your own JSON parser, please keep the following in mind.

API calls are grouped in documentation under named scopes based on their common use or function. In order to use all of the APIs you will need to validate you have access under the Permissions tab, User Settings section in your inContact Central Security Profile. The following API scopes currently exist:

Agent API

The Agent API is used to create, manage, and end "agent sessions". With an agent session, you are able to manage interactions on channels such as Phone Calls, Chats, Emails, Voice Mails, SMS and Work Items.
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Patron API

The Patron API can be used to create patron-facing applications. For example, you can create a mobile application that allows a patron to request a call back or a web site that allows users to request a live chat session.
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Real Time Data API

The Real-time Data API is a collection of API calls that provide access to "real-time" data on the platform. This API can be used to create custom dashboards and control panels, and to provide information to agents (leaderboards, etc.).
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Reporting API

The Reporting API is a collection of API calls that provide access to "historical" data on the platform. This API can be used to run Custom Reporting reports and retrieve calculated metrics.
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