Hi,

I'm testing the usage of the API

"/api/v2/externalcontacts/reversewhitepageslookup

"

in order to retrieve External Contact Info (Name and Surname) with a custom PureCloud Data Action in Architect.

My problem is that using the API Explorer the test is OK only if I use an email address or a Twitter screen name as lookupVal.

There is no way to obtain a match if I use e164 phone number in the lookupVal; even if the statement clearly says that e164 numbers are supported.

The external contact is properly configured with Work Phone number and Cell Phone number.

My temporary workaround is to configure the Twitter Screen name with the phone number; in this way I'm able to use the ANI in Architect to find a match.

Has someone else already tried to use this API or is it experiencing the same problem?

thanks in advance,

Matteo

Hello Matteo,

I am sorry that you are having trouble with this endpoint. I will help you sort this out.

Could you please provide me with:

1. The external contact record JSON retrieved from the API (make sure to provide one that does not contain any sensitive information; make a new one for testing if necessary).
2. A sample HTTP request to and response from the /reversewhitepages endpoint?

Thank you,

Andrew

Hi Jason,

thanks for the quick answer.

I’m using the API Explorer Tool on

https://developer.mypurecloud.ie/developer-tools/#/api-explorer

.

[Sensitive Information Removed]

Regards,

Matteo

Matteo Paratici | Manager, Enterprise Solutions - Customer Relationship Management & Contact Centre | NTT DATA Italia

Viale Cassala, 14/a - 20143 Milano, Italia | M: +39 3351304881 |

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Da: PureCloud Community [mailto:

community@genesys.com

]

Inviato: lunedì 29 gennaio 2018 17:23

A: Paratici, Matteo

Oggetto: Andrew Johnson answered you: External Contact Lookup

Hello Matteo, I am sorry that you are having trouble with this endpoint. I will help you sort this out. Could you please provide me with: - The external contact record JSON retrieved from the API (make sure to provide one that does not contain any sensitive information; make a new one for testing if necessary). - A sample HTTP request to and response from the /reversewhitepages endpoint? Thank you, Andrew

[Andrew Johnson]<

https://community.mypurecloud.com/005440000088EDv?fromEmail=1&s1oid=00DE0000000IvgO&s1nid=0DBE0000000bloC&s1uid=00544000008eZFK&s1ext=0&emkind=chatterCommentNotification&emtm=1517243004244

>

Andrew Johnson<

https://community.mypurecloud.com/005440000088EDv?fromEmail=1&s1oid=00DE0000000IvgO&s1nid=0DBE0000000bloC&s1uid=00544000008eZFK&s1ext=0&emkind=chatterCommentNotification&emtm=1517243004244

> (Interactive Intelligence)

Hello Matteo,

I am sorry that you are having trouble with this endpoint. I will help you sort this out.

Could you please provide me with:

1. The external contact record JSON retrieved from the API (make sure to provide one that does not contain any sensitive information; make a new one for testing if necessary).

2. A sample HTTP request to and response from the /reversewhitepages endpoint?

Thank you,

Andrew

[Rettangolo arrotondato: View/Answer]

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Original post

[Matteo Paratici]<

https://community.mypurecloud.com/00544000008eZFK?fromEmail=1&s1oid=00DE0000000IvgO&s1nid=0DBE0000000bloC&s1uid=00544000008eZFK&s1ext=0&emkind=chatterCommentNotification&emtm=1517243004244

>

Matteo Paratici<

https://community.mypurecloud.com/00544000008eZFK?fromEmail=1&s1oid=00DE0000000IvgO&s1nid=0DBE0000000bloC&s1uid=00544000008eZFK&s1ext=0&emkind=chatterCommentNotification&emtm=1517243004244

> (Customer) asked a question.

Monday, January 29, 2018 5:16 PM<

https://community.mypurecloud.com/0D54400005iKATo?fromEmail=1&s1oid=00DE0000000IvgO&s1nid=0DBE0000000bloC&s1uid=00544000008eZFK&s1ext=0&emkind=chatterCommentNotification&emtm=1517243004244&OpenCommentForEdit=1

>

External Contact Lookup

Hi,

I'm testing the usage of the API

"/api/v2/externalcontacts/reversewhitepageslookup

"

in order to retrieve External Contact Info (Name and Surname) with a custom PureCloud Data Action in Architect.

My problem is that using the API Explorer the test is OK only if I use an email address or a Twitter screen name as lookupVal.

There is no way to obtain a match if I use e164 phone number in the lookupVal; even if the statement clearly says that e164 numbers are supported.

The external contact is properly configured with Work Phone number and Cell Phone number.

My temporary workaround is to configure the Twitter Screen name with the phone number; in this way I'm able to use the ANI in Architect to find a match.

Has someone else already tried to use this API or is it experiencing the same problem?

thanks in advance,

Matteo

[Andrew Johnson]<

https://community.mypurecloud.com/005440000088EDv?fromEmail=1&s1oid=00DE0000000IvgO&s1nid=0DBE0000000bloC&s1uid=00544000008eZFK&s1ext=0&emkind=chatterCommentNotification&emtm=1517243004244

>

Andrew Johnson<

https://community.mypurecloud.com/005440000088EDv?fromEmail=1&s1oid=00DE0000000IvgO&s1nid=0DBE0000000bloC&s1uid=00544000008eZFK&s1ext=0&emkind=chatterCommentNotification&emtm=1517243004244

> (Interactive Intelligence)

Hello Matteo,

I am sorry that you are having trouble with this endpoint. I will help you sort this out.

Could you please provide me with:

1. The external contact record JSON retrieved from the API (make sure to provide one that does not contain any sensitive information; make a new one for testing if necessary).

2. A sample HTTP request to and response from the /reversewhitepages endpoint?

Thank you,

Andrew

Monday, January 29, 2018 5:23 PM<

https://community.mypurecloud.com/0D54400005iKATo?fromEmail=1&s1oid=00DE0000000IvgO&s1nid=0DBE0000000bloC&s1uid=00544000008eZFK&s1ext=0&emkind=chatterCommentNotification&emtm=1517243004244&OpenCommentForEdit=1

>

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[PureCloud Community]

Hi, Matteo,

Thank you for reaching out on the PureCloud Community.

After reviewing your latest entry, I removed the sensitive information from your post so that way no information was made available here publicly. I've saved it and I've reached out to Andrew privately. I just wanted to inform you of the change!

Best regards,

Ashley

Hi Matteo,

The /reversewhitepages endpoint is properly returning data for that e164-formatted phone number. The problem is that the API Explorer tool is not url-escaping the plus sign '+' in the lookupVal before making the request to the PureCloud API. Therefore, the /reversewhitepages implementation sees that lookupVal with the plus sign '+' converted to the space character ' ', which causes the lookup to return no data.

If you enter a lookupVal into the API Explorer tool with the plus sign '+' replaced with its url-escaped value of '%2B', then the lookup should work.

Example: instead of entering '+12223333' for the lookupVal, enter '%2B12223333'.

Please try this and let me know whether it works.

Thank you!