NICE Integration

Endpoint: /api/contacts/incontact/create

Full URL: {base_url}/api/contacts/incontact/create

Method

GET

Authentication

• Required: Yes. Requires a user to be logged in to CS Contact, and have a CS Contact role that has the "Manage Contact" permission

Query Parameters

Parameter	Type	Required	Description
incontactid	string	Yes	InContact system identifier (equivalent to ivrId)
queue	string	Yes	Queue code used to find the contact source
agent	string	Yes	Agent identifier
ani	string	No	Automatic Number Identification (caller's phone number)
dnis	string	No	Dialed Number Identification Service (number that was dialed)
mediatype	string	No	InContact media type code. Default: '4' (Call). Valid values: '1' (Email), '2' (Fax), '3' (Chat), '4' (Call), '5' (VoiceMail), '6' (WorkItem), '7' (SMS), '8' (Social), '9' (Digital) Changes or additions to this mapping can be configured in CS Contact Admin Dashboard
zipcode	string	No	Postal/ZIP code
p	string	No	Additional Parameter

Behavior

1. Validation:

   • Validates required fields: incontactid, queue, agent

   • Throws BadRequestException with validation errors if invalid

2. Contact Source Resolution:

   • Uses queue parameter to find the contact source by code

   • Looks up contact source in the agent's organization

   • Sets source in the payload if contact source is found

3. Media Type Mapping:

   • Maps InContact mediatype codes to MediumTypes enum:

     • '1' → Email

     • '2' → Fax

     • '3' → Chat

     • '4' → Call (default)

     • '5' → Voice Mail

     • '6' → Work Item

     • '7' → SMS

     • '8' → Social

     • '9' → Digital

   • Defaults to Call if mediatype is not recognized

4. Contact Creation:

   • Creates a Contact, and

     • Maps mediatype to medium

     • Maps incontactid to ivrId

     • Stores all query parameters in ivrData

     • Resolves contact source from queue code

5. Response:

   • Type: HTTP Redirect (302)

   • Location: /contacts/{contactId} (where {contactId} is the UUID of the created contact)

   • Note: This is a redirect response, not JSON

Example Request

GET /api/contacts/incontact/create?mediatype=4&incontactid=IC-12345&queue=QUEUE-001&agent=AGENT-123&ani=5551234567&dnis=5559876543&zipcode=90000

Example Response

HTTP 302 Found
Location: /contacts/770e8400-e29b-41d4-a716-446655440000