Connect API

Latest Version	9.0.0
Latest Release Date	11.03.2025
By	NICE Automation Studio Team
Supports Automation Studio Versions	From 7.8 and higher

Description

This package can be used to invoke pause and resume recording functionality for customer calls to avoid any PII information being recorded or transcribed.

Summary of Contents

Several Functions related to Login, Play, Pause etc. for NICE Engage Interactions.
Several Events for Start, Subscribe, and End for a call.

Summary of Use

Import the ConnectAPI Package.
Include any of the provided functions in your automation solution.

Methods

Force Stop Recording

Stop All recordings for the given OS Login. Includes recordings started by rules or ROD. This is applicable for Engage Release 6.6 and above.

Parameter	Input	Description
N/A	N/A	N/A

Returns

The result shows whether the recording stopped. If not, an error message is returned.

Uses Engage credentials to subscribe to Connect API. The provided OS Login of the agent will be used for all future Connect API actions.

Parameter	Input	Description
AgentOSLogin	Text	OS Login of the agent taking part in the interaction, as configured on Engage.
ServerFQDN	Text	The fully qualified domain name of the server.
ServerLogin	Text	The server user name.
ServerPassword	Text	The server password.
EngageV12Plus	Boolean	Indicates if Engage version is above 12.
ShowPopUp	Boolean	Indicates if pop-up notifications should be shown.

Returns

Returns the result as either success or error.

Uses Engage credentials to subscribe to Connect API. The provided Agent Identity will be used for all future Connect API actions.

Parameter	Input	Description
AgentID	Text	The ID of the agent.
AgentExtensionID	Text	The extension ID of the agent.
AgentSwitchID	Text	The switch ID of the agent.
ServerLogin	Text	The server user name.
ServerFQDN	Text	The fully qualified domain name of the server.
ServerPassword	Text	The server password.
EngageV12Plus	Boolean	Indicates if Engage version is above 12.
ShowPopUp	Boolean	Indicates if pop-up notifications should be shown.

Returns

Returns the result as either success or error.

Authenticates Active Directory users with Single Sign-On logging in through ConnectAPI.

Parameter	Input	Description
ServerFQDN	Text	The fully qualified domain name of the server.
ServerLogin	Text	The server user name.
ServerPassword	Text	The server password.
EngageV12Plus	Boolean	Indicates if Engage version is above 12.
ShowPopUp	Boolean	Indicates if pop-up notifications should be shown.

Returns

Returns the result as either success or error.

Start Screen Interaction

This method initiates an interaction and immediately starts screen recording.

Parameter	Input	Description
N/A	N/A	N/A

Returns

Returns an interaction ID.

Stop Screen Interaction

Stops screen recording that was initiated by the Start Screen Interaction method.

Parameter	Input	Description
N/A	N/A	N/A

Returns

Returns the result as either success or error.

Stop Screen Interaction by ID

Stops a screen interaction by interaction ID.

Parameter	Input	Description
ID	Text	The interaction ID.

Returns

Returns the result as either success or error.

Stop Screen Interaction by Switch ID

Stops a screen interaction by switch ID.

Parameter	Input	Description
N/A	N/A	N/A

Returns

Returns the result as either success or error.

Start Snippet Interaction

It starts a new interaction within an existing token and immediately starts recording according to the specified media type. All archiving and recording rules will be applied to this new interaction. This is applicable for Engage Release 6.6 and above.

Parameter	Input	Description
media	Text	Media recording type: 0: Screen 1: Voice 2: Voice and Screen both

Parameter

Input

Description

media

Text

Media recording type:

0: Screen
1: Voice
2: Voice and Screen both

Returns

Returns the result as either success or error.

Stop Snippet Interaction

Stops a snippet interaction created by the Start Snippet Interaction method.

Parameter	Input	Description
N/A	N/A	N/A

Returns

Returns the result as either success or error.

Update Call Business Data

Updates business data on current or last call.

Parameter	Input	Description
field	Text	Name of the Business Data field defined on Engage.
value	Text	The value assigned to the Business Data field.

Returns

Returns the result as either success or error.

Start Record On Demand

Starts recording for ongoing interaction on the specified media. Use Start Record On Demand method only when no recording is ongoing. If a recording is ongoing, first stop it before using the command again.

Parameter	Input	Description
media	Text	Media recording type: 0: Screen 1: Voice 2: Voice and Screen both

Parameter

Input

Description

media

Text

Media recording type:

0: Screen
1: Voice
2: Voice and Screen both

Returns

Returns the result as either success or error.

Stop Record On Demand

Stops a recording started with the Start Record On Demand function. If the recording was not initiated by a Start Record On Demand method, stop the recording using the Force Stop Recording method.

Parameter	Input	Description
N/A	N/A	N/A

Returns

Returns the result as either success or error.

Logout

Logs out from ConnectAPI.

Parameter	Input	Description
N/A	N/A	N/A

Returns

Returns the result as either success or error.

Resume Recording

Resumes recording a call that has been paused.

Parameter	Input	Description
N/A	N/A	N/A

Returns

Returns the result as either success or error.

Resume recording by ID

Resumes a paused recording by request ID.

Parameter	Input	Description
requestID	Text	The request ID.

Returns

Returns the result as either success or error.

Pause Interaction for All Media

It pauses an ongoing recording on all current recording media on Engage.

Parameter	Input	Description
N/A	N/A	N/A

Returns

Returns the result as either success or error.

Pause Interaction for Specified Media

It pauses an ongoing recording for specified recording media on Engage.

Parameter	Input	Description
media	Text	Media recording type: 0: Screen 1: Voice 2: Voice and Screen both

Parameter

Input

Description

media

Text

Media recording type:

0: Screen
1: Voice
2: Voice and Screen both

Returns

Returns the result as either success or error.

Update Open Call Business Data

Updates business data on the current call.

Parameter	Input	Description
field	Text	Name of the Business Data field defined on Engage.
value	Text	The value assigned to the Business Data field.

Returns

Returns the result as either success or error.

Events

Events	Description
Engage Event Received	The event is triggered when a different Connect API event has been triggered.
Start Call Event	The event is triggered when a call or interaction has been started.
End Call Event	The event is triggered when a call has ended.
Start Record Event	The event is triggered when a recording has started.
End Record Event	The event is triggered when a recording has stopped.
Subscribe Error Event	After subscribing, the subscribe command will be reissued every 10 minutes to avoid a timeout. If renewal fails, an event will be triggered.