PSDK query/search for Interaction Queues

NICE CXone API & Integrations
1

IWS allows users to search for Agents/Queues/Contacts in order to transfer an interaction.
It finds matches even if the user writes a partial name, like “Tre” will find “Trevor”

in order to find contacts, the query is something like

Type=Request
Service=Index
Method=Search
Parameters=
[
Query=“TenantId:1 AND (LastName:Tre* OR FirstName:Tre* OR PhoneNumber:Tre* OR EmailAddress:Tre* )”
MaxResults=50
tkv.multibytes=“false”
IndexName=“contact”
]
UserData=
[
].

For agents it may use wildcards so

CfgPersonQuery query = new CfgPersonQuery();
query.setUserName(“Tre*”);
Object responseObject = confprotocol.requestMultiple(CfgPerson.class,query);

The question would be how does it find “Interaction Queue” objects?

2

Interaction Queue is type of “script”, so you should use CfgScriptQuery I guess.

3

CfgScriptQuery Worked perfectly! Thanks Kubig!!!

4

Would you know if there´s a way to make the query case insensitive?

5

IWS seems to find the queues in a case insensitive way, and ConfigurationManager has a case insensitive checkbox in the search feature.

I could not find a way though, the API does not have that option apparenlty.

Anyway you´ve helped me a lot, so thank you.

6

With some Cfg Server queries you can include filters that have KVPs. There is a KVP of key: cmp_insensitive, value: 1 which will cause queries to be case insensitive.

I have used this in PSDK/.NET to do CfgPersonQuery’s in a case insensitive manner.

Some details on a Genesys wiki around this (part of a javadoc): http://www.genesyslab.info/repository/PSDK/8.0-Java_API_Reference/com/genesyslab/platform/configuration/protocol/doc-files/Configuration%20Objects/config-objects-intro.html

Regards,
Andrew

7

That´s great, thank you abudwill!

8

So the final code would be:

            Set<CfgScript> queues = new HashSet<CfgScript>();
	CfgScriptQuery  query = new CfgScriptQuery();
	query.setName(prefix);
	query.setScriptType(CfgScriptType.CFGInteractionQueue);
	query.setProperty("cmp_insensitive", 1);	// This sets the filter
	Object responseObject = protocol.requestMultiple(CfgScript.class,query);