1. REST API for Sales and Fusion Service in Oracle Fusion Cloud Customer Experience
  2. Tasks
  3. Queues

Get all queues

get

/crmRestApi/resources/11.13.18.05/queues

Request

Query Parameters
  • When this parameter is provided, the specified children are included in the resource payload (instead of just a link). The value of this query parameter is "all" or "". More than one child can be specified using comma as a separator. Example: ?expand=Employees,Localizations. Nested children can also be provided following the format "Child.NestedChild" (Example: ?expand=Employees.Managers). If a nested child is provided (Example: Employees.Managers), the missing children will be processed implicitly. For example, "?expand=Employees.Managers" is the same as "?expand=Employees,Employees.Managers" (which will expand Employees and Managers).
  • This parameter filters the resource fields. Only the specified fields are returned, which means that if no fields are specified, no fields are returned (useful to get only the links). If an indirect child resource is provided (Example: Employees.Managers), the missing children will be processed implicitly. For example, "?fields=Employees.Managers:Empname" is the same as "?fields=;Employees:;Employees.Managers:Empname" (which will only return the "Empname" field for Managers). the value of this query parameter is a list of resource fields. The attribute can be a direct (Example: Employees) or indirect (Example: Employees.Managers) child. It cannot be combined with expand query parameter. If both are provided, only fields will be considered.

    Format: ?fields=Attribute1,Attribute2

    Format for fields in child resource: ?fields=Accessor1:Attribute1,Attribute2
  • Used as a predefined finder to search the collection.

    Format: ?finder=<finderName>;<variableName>=<variableValue>,<variableName2>=<variableValue2>

    The following are the available finder names and corresponding finder variables:

    • PrimaryKey: Finds a queue with the specified primary key.
      Finder Variables:
      • QueueId; integer; The unique identifier of the queue.
    • QueueEnabledFinder: Finds all queues that are enabled.
      Finder Variables:
      • QueueNumberAltKey: Finds a queue with the specified public unique identifier.
        Finder Variables:
        • QueueNumber; string; The public unique identifier of the queue.
    • This parameter restricts the number of resources returned inside the resource collection. If the limit exceeds the resource count then the framework will only return the available resources.
    • This parameter can be used to show only certain links while accessing a singular resource or a resource collection. The parameter value format is a comma-separated list of : <link_relation>

      Example:
      self,canonical
    • Used to define the starting position of the resource collection. If offset exceeds the resource count then no resources are returned. Default value is 0.
    • The resource item payload will be filtered in order to contain only data (no links section, for example).
    • This parameter orders a resource collection based on the specified fields. The parameter value is a comma-separated string of attribute names, each optionally followed by a colon and "asc" or "desc". Specify "asc" for ascending and "desc" for descending. The default value is "asc". For example, ?orderBy=field1:asc,field2:desc
    • This query parameter defines the where clause. The resource collection will be queried using the provided expressions. The value of this query parameter is one or more expressions. Example: ?q=Deptno>=10 and <= 30;Loc!=NY

      Format: ?q=expression1;expression2

      You can use these queryable attributes to filter this collection resource using the q query parameter:
      • AutoRoutingFlag; boolean; Indicates whether this queue supports advanced automated routing or manual routing. If it supports automated routing, the value is true, else the value is false. The default value is false.
      • CreatedBy; string; The user who created the queue.
      • CreationDate; string; The date and time when the queue was created.
      • EnabledFlag; boolean; Indicates whether the queue is enabled. If enabled, the value is true, else the value is false. The default value is true.
      • ExternalFlag; boolean; Indicates if automatic agent assignment on this queue is handled by Fusion Routing or by a third party routing system.
      • ExternalPartnerCd; string; The name of the third party routing system that handles automatic agent assignment on this queue.
      • LastUpdateDate; string; The date and time when the queue was last updated.
      • LastUpdatedBy; string; The user who last updated the queue.
      • OpenSrCount; integer; The number of service requests in the queue with an Open status.
      • OpenUwoCount; integer; The number of Universal Work Objects in the queue.
      • OverflowCondNrtQLength; integer; The overflow policy will be applied if there are more than this number of non-real-time items waiting in the queue.
      • OverflowCondNrtTimeInQ; number; The overflow policy will be applied if any non-real-time item was waiting in the queue for more than this number of hours.
      • OverflowCondRtQLength; integer; The overflow policy will be applied if there are more than this number of real-time items waiting in the queue.
      • OverflowCondRtTimeInQ; number; The overflow policy will be applied if any real-time item was waiting in the queue for more than this number of seconds.
      • OverflowEnabledFlag; boolean; Indicates if Overflow feature is enabled on this queue.
      • OverflowPolicyCd; string; Lookup code that indicates the Overflow policy used on this queue.
      • OwnerPartyName; string; The name of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
      • OwnerPartyNumber; string; The public unique identifier of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
      • OwnerResourceId; integer; The unique identifier of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
      • QueueDescription; string; The detailed description of the queue.
      • QueueId; integer; The unique identifier of the queue.
      • QueueName; string; The name of the queue.
      • QueueNumber; string; The public unique identifier of the queue.
      • StripeCd; string; Lookup code that indicates the stripe code, such as CRM or HCM.
      • UsedInAM; string; Indicates whether this queue is used in Service Assignment Manager Rules.
    • The resource collection representation will include the "estimated row count" when "?totalResults=true", otherwise the count is not included. The default value is "false".
    Header Parameters
    • If the REST API supports runtime customizations, the shape of the service may change during runtime. The REST client may isolate itself from these changes or choose to interact with the latest version of the API by specifying this header. For example: Metadata-Context:sandbox="TrackEmployeeFeature".
    • The protocol version between a REST client and service. If the client does not specify this header in the request the server will pick a default version for the API.

    There's no request body for this operation.

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    Response

    Supported Media Types

    Default Response

    The following table describes the default response for this task.
    Headers
    • If the REST API supports runtime customizations, the shape of the service may change during runtime. The REST client may isolate itself from these changes or choose to interact with the latest version of the API by specifying this header. For example: Metadata-Context:sandbox="TrackEmployeeFeature".
    • The protocol version between a REST client and service. If the client does not specify this header in the request the server will pick a default version for the API.
    Body ()
    Root Schema : queues
    Type: object
    Show Source
    Nested Schema : Items
    Type: array
    Title: Items
    The items in the collection.
    Show Source
    Nested Schema : queues-item-response
    Type: object
    Show Source
    • Title: Distribution
      Maximum Length: 1
      Default Value: false
      Indicates whether this queue supports advanced automated routing or manual routing. If it supports automated routing, the value is true, else the value is false. The default value is false.
    • Title: Created By
      Read Only: true
      Maximum Length: 64
      The user who created the queue.
    • Title: Created
      Read Only: true
      The date and time when the queue was created.
    • Title: Can Delete
      Read Only: true
      Indicates if the queue can be deleted. The default value is true.
    • Title: Enabled
      Maximum Length: 1
      Default Value: true
      Indicates whether the queue is enabled. If enabled, the value is true, else the value is false. The default value is true.
    • Title: External Routing
      Maximum Length: 1
      Default Value: false
      Indicates if automatic agent assignment on this queue is handled by Fusion Routing or by a third party routing system.
    • Title: External Partner
      Maximum Length: 30
      The name of the third party routing system that handles automatic agent assignment on this queue.
    • Title: Last Updated Date
      Read Only: true
      The date and time when the queue was last updated.
    • Title: Last Updated By
      Read Only: true
      Maximum Length: 64
      The user who last updated the queue.
    • Title: Last Update Login
      Read Only: true
      Maximum Length: 32
      The login details of the user who last updated the queue.
    • Links
    • Title: Open Service Request Count
      The number of service requests in the queue with an Open status.
    • Title: Unassigned Work Items Count
      The number of Universal Work Objects in the queue.
    • Title: Original System
      Maximum Length: 255
      The reference to the original system from which the queue was imported (if imported).
    • Title: Overflow Condition Non-Real-Time Queue Length
      Default Value: 50
      The overflow policy will be applied if there are more than this number of non-real-time items waiting in the queue.
    • Title: Overflow Condition Non-Real-Time Hours in Queue
      Default Value: 2
      The overflow policy will be applied if any non-real-time item was waiting in the queue for more than this number of hours.
    • Title: Overflow Condition Real-Time Queue Length
      Default Value: 10
      The overflow policy will be applied if there are more than this number of real-time items waiting in the queue.
    • Title: Overflow Condition Real-Time Seconds in Queue
      Default Value: 20
      The overflow policy will be applied if any real-time item was waiting in the queue for more than this number of seconds.
    • Title: Overflow Enabled
      Maximum Length: 1
      Default Value: false
      Indicates if Overflow feature is enabled on this queue.
    • Title: Overflow Policy
      Maximum Length: 30
      Lookup code that indicates the Overflow policy used on this queue.
    • Overflow Queues
      Title: Overflow Queues
      The overflow queues resource is used to view, create, update, and delete an overflow queue. Overflow queues are backup queues containing alternative resources that can be made available when the currently assigned resources are unavailable, or are unable to keep up with the incoming work.
    • Title: Owner
      Maximum Length: 360
      The name of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
    • Title: Owner Party Number
      Read Only: true
      Maximum Length: 30
      The public unique identifier of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
    • Title: Owner ID
      The unique identifier of the user (resource) to whom any service requests in the queue are assigned by default. The user is responsible for further service request assignment and scheduling.
    • Title: Description
      Maximum Length: 1000
      The detailed description of the queue.
    • Title: Queue ID
      Read Only: true
      The unique identifier of the queue.
    • Title: Name
      Maximum Length: 400
      The name of the queue.
    • Title: Queue Number
      Maximum Length: 30
      The public unique identifier of the queue.
    • Title: Resource Count
      The number of resources associated with the queue.
    • Queue Resource Members
      Title: Queue Resource Members
      The queue resource members resource is used to view, create, update, and delete a list of employees or partners, such as service representatives, service managers, or product managers, who can take ownership of items, such as service or knowledge authoring requests, in a queue.
    • Title: Resource Team Count
      The number of resource teams associated with the queue.
    • Queue Resource Teams
      Title: Queue Resource Teams
      The queue resource team resource is used to view, create, update, and delete a resource team assigned to a queue. Resource teams are groups of employees or partners who can take ownership of items in a queue.
    • Title: Stripe Code
      Maximum Length: 30
      Lookup code that indicates the stripe code, such as CRM or HCM.
    • Title: Can Update
      Read Only: true
      Indicates whether this queue can be updated. The default value is true.
    • Title: Used in Assignment Manager
      Maximum Length: 1
      Indicates whether this queue is used in Service Assignment Manager Rules.
    Nested Schema : Overflow Queues
    Type: array
    Title: Overflow Queues
    The overflow queues resource is used to view, create, update, and delete an overflow queue. Overflow queues are backup queues containing alternative resources that can be made available when the currently assigned resources are unavailable, or are unable to keep up with the incoming work.
    Show Source
    Nested Schema : Queue Resource Members
    Type: array
    Title: Queue Resource Members
    The queue resource members resource is used to view, create, update, and delete a list of employees or partners, such as service representatives, service managers, or product managers, who can take ownership of items, such as service or knowledge authoring requests, in a queue.
    Show Source
    Nested Schema : Queue Resource Teams
    Type: array
    Title: Queue Resource Teams
    The queue resource team resource is used to view, create, update, and delete a resource team assigned to a queue. Resource teams are groups of employees or partners who can take ownership of items in a queue.
    Show Source
    Nested Schema : queues-overflowQueues-item-response
    Type: object
    Show Source
    • Title: Created By
      Read Only: true
      Maximum Length: 64
      The user who created the overflow queue resource.
    • Title: Creation Date
      Read Only: true
      The date and time when the overflow queue resource was created.
    • Title: Can Delete
      Read Only: true
      Indicates if the overflow queue can be deleted.
    • Title: Enabled
      Maximum Length: 1
      Default Value: true
      Indicates whether the overflow queue resource is enabled. If enabled, the value is Y, else the value is N.
    • Title: Last Updated Date
      Read Only: true
      The date and time when the overflow queue resource was last updated.
    • Title: Last Updated By
      Read Only: true
      Maximum Length: 64
      The user who last updated the overflow queue resource.
    • Title: Last Update Login
      Read Only: true
      Maximum Length: 32
      The application login associated with the user who last updated the overflow queue resource.
    • Links
    • Title: Resource Member ID
      The unique identifier of the overflow queue added as queue resource.
    • Title: Queue ResourceType
      Read Only: true
      Maximum Length: 30
      Default Value: ORA_SVC_OVERFLOW_QUEUE
      The code indicating whether the queue resource is an individual, a team, or an overflow queue.
    • Title: Overflow Queue ID
      Read Only: true
      The unique identifier of the overflow queue associated with the queue.
    • Title: Overflow Queue Name
      Read Only: true
      Maximum Length: 400
      The name of the overflow queue.
    • Title: Overflow Queue Number
      Read Only: true
      Maximum Length: 30
      The public unique identifier of the overflow queue associated with the queue.
    • Title: Overflow Queue Stripe Code
      Read Only: true
      Maximum Length: 30
      The code indicating the application context of the overflow queue.
    • Title: Priority
      The priority of the overflow queue resource.
    • Title: Queue ID
      The unique identifier of the queue.
    • Title: Queue Name
      Read Only: true
      Maximum Length: 400
      The name of the queue to which this overflow queue is associated.
    • Title: Queue Number
      Read Only: true
      Maximum Length: 30
      The public unique identifier of the queue to which this overflow queue is associated.
    • Title: Queue Resource ID
      The unique identifier of the overflow queue resource.
    • Title: Can Update
      Read Only: true
      Indicates if the overflow queue can be updated. The default value is true.
    Nested Schema : queues-resourceMembers-item-response
    Type: object
    Show Source
    • Title: Created By
      Read Only: true
      Maximum Length: 64
      The user who added the resource as a member of the queue.
    • Title: Creation Date
      Read Only: true
      The date and time when the queue resource member was created.
    • Title: Can Delete
      Read Only: true
      Indicates if the resource member can be deleted. The default value is true.
    • Title: Email
      Read Only: true
      Maximum Length: 320
      The email address of the resource member.
    • Title: Enabled
      Maximum Length: 1
      Default Value: true
      Indicates whether the queue resource member is enabled. If enabled, the value is true, else the value is false. The default value is true.
    • Title: Phone
      Read Only: true
      The formatted phone number of the queue resource member.
    • Title: Last Updated Date
      Read Only: true
      The date and time when the queue resource member was last updated.
    • Title: Last Updated By
      Read Only: true
      Maximum Length: 64
      The user who last updated the queue resource member.
    • Title: Last Update Login
      Read Only: true
      Maximum Length: 32
      The application login associated with the user who last updated the queue resource member.
    • Links
    • Title: Resource Member ID
      The unique identifier of the individual resource added as queue resource member.
    • Title: Queue ResourceType
      Read Only: true
      Maximum Length: 30
      Default Value: ORA_SVC_RESOURCE
      The code indicating whether the resource is an individual or a team.
    • Read Only: true
      The unique identifier of the party record associated with the queue resource member.
    • Title: Name
      Read Only: true
      Maximum Length: 360
      The name of the queue resource member.
    • Read Only: true
      Maximum Length: 30
      The public unique identifier of the party record associated with the queue resource member.
    • Title: Name
      Read Only: true
      Maximum Length: 900
      The unique name of the party record associated with the queue resource member.
    • Title: Queue ID
      The unique identifier of the queue.
    • Title: Queue Name
      Read Only: true
      Maximum Length: 400
      The name of the queue to which this resource is associated.
    • Title: Queue Number
      Read Only: true
      Maximum Length: 30
      The public unique identifier of the queue to which this resource is associated.
    • Title: Queue Resource ID
      The unique identifier of the queue resource member.
    • Title: Can Update
      Read Only: true
      Indicates if the resource member can be updated. The default value is true.
    Nested Schema : queues-resourceTeams-item-response
    Type: object
    Show Source
    • Title: Created By
      Read Only: true
      Maximum Length: 64
      The user who created the queue resource team.
    • Title: Creation Date
      Read Only: true
      The date and time when the queue resource team was created.
    • Title: Can Delete
      Read Only: true
      Indicates if the resource team can be deleted. The default value is true.
    • Title: Enabled
      Maximum Length: 1
      Default Value: true
      Indicates whether the queue resource team is enabled. If enabled, the value is true, else the value is false. The default value is true.
    • Title: Last Updated Date
      Read Only: true
      The date and time when the queue resource team was last updated.
    • Title: Last Updated By
      Read Only: true
      Maximum Length: 64
      The user who last updated the queue resource team.
    • Title: Last Update Login
      Read Only: true
      Maximum Length: 32
      The application login associated with the user who last updated the queue resource team.
    • Links
    • Title: Resource Member ID
      The unique identifier of the resource team added as queue resource member.
    • Title: Queue ResourceType
      Read Only: true
      Maximum Length: 30
      Default Value: ORA_SVC_RESOURCE_TEAM
      The code indicating whether the resource is an individual or a team.
    • Title: Queue ID
      The unique identifier of the queue.
    • Title: Queue Name
      Read Only: true
      Maximum Length: 400
      The name of the queue to which this resource team is associated.
    • Title: Queue Number
      Read Only: true
      Maximum Length: 30
      The public unique identifier of the queue to which this resource team is associated.
    • Title: Queue Resource ID
      The unique identifier of the queue resource team.
    • Queue Resource Team Members
      Title: Queue Resource Team Members
      The queue resource team members resource is used to view the resource team members associated with a queue resource team. Resource team members are employees or partners who can take ownership of items in a queue.
    • Title: Description
      Read Only: true
      Maximum Length: 80
      The description of the queue resource team.
    • Read Only: true
      The unique identifier of the queue resource team.
    • Title: Name
      Read Only: true
      Maximum Length: 30
      The name of the resource team.
    • Title: Team Number
      Read Only: true
      Maximum Length: 30
      The public unique identifier of the queue resource team.
    • Title: Can Update
      Read Only: true
      Indicates if the resource team can be updated. The default value is true.
    Nested Schema : Queue Resource Team Members
    Type: array
    Title: Queue Resource Team Members
    The queue resource team members resource is used to view the resource team members associated with a queue resource team. Resource team members are employees or partners who can take ownership of items in a queue.
    Show Source
    Nested Schema : queues-resourceTeams-resourceTeamMembers-item-response
    Type: object
    Show Source
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    Examples

    The following example shows how to get all queues by submitting a GET request on the REST resource.

    Example of Request Header

    The following shows an example of the request header.

    GET /crmRestApi/resources/11.13.18.05/queues/

    Example of Response Header

    The following shows an example of the response header.

    HTTP/1.1 200 OK
Date: Fri, 12 Aug 2016 22:02:50 GMT
Server: Oracle-HTTP-Server-11g
Content-Type: application/vnd.oracle.adf.resourceitem+json
Content-Language: en

    Example of Response Body

    The following example shows the contents of the response body in JSON format.

    {
    "items": [25]
          0:  {
          	  "QueueId": 300100090462863
            	  "CreationDate": "2016-05-12T11:02:17-07:00"
						"CreatedBy": "autouihcmhda1"
						"LastUpdateDate": "2016-08-07T21:37:50-07:00"
						"LastUpdatedBy": "autouihcmhda1"
						"LastUpdateLogin": "3986CB8FEED8271DE0538F06F00A111A"
						"QueueName": ".Absence"
						"QueueDescription": "Test Queue Descriptionaaf31065506"
						"OwnerResourceId": null
						"OriginalSystemReference": "300100090462863"
						"EnabledFlag": true
						"ResourceCount": 3
						"ResourceTeamCount": 1
						"OpenSrCount": 2
						"StripeCd": "ORA_SVC_HCM"
						"AutoRoutingFlag": false
						"ExtnQueueFuseListLayoutURL": "/cust/apps/oracle/apps/crm/service/svcMgmt/ui/fuse/queue/page/QueueFuseList/QueueFuseList_Layout1.jsff"
						"ExtnQueueFuseListLayoutDrivers": null
						"links": [6]
									   0:  {
													"rel": "self"
													"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100090462863"
													"name": "queues"
													"kind": "item"
													"properties": {
																		"changeIndicator": "ACED0005737200136A6176612E7574696C2E41727261794C6973747881D21D99C7619D03000149000473697A65787000000001770400000001737200116A6176612E6C616E672E496E746567657212E2A0A4F781873802000149000576616C7565787200106A6176612E6C616E672E4E756D62657286AC951D0B94E08B020000787200106A6176612E6C616E672E4F626A656374000000000000000000000078700000002378"
																		 }
												}
											-1:  {
														"rel": "canonical"
														"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100090462863"
														"name": "queues"
														"kind": "item"
    												 }
											-2:  {
														"rel": "lov"
														"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100090462863/lov/AutoRoutingLookup"
														"name": "AutoRoutingLookup"
														"kind": "collection"
											     }
											-3:  {
														"rel": "lov"
														"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100090462863/lov/YesNoLookup"
														"name": "YesNoLookup"
														"kind": "collection"
													}
											-4:  {
														"rel": "child"
														"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100090462863/child/resourceTeams"
														"name": "resourceTeams"
														"kind": "collection"
													}
											-5:  {
														"rel": "child"
														"href": "http://servername.fa.us2.oraclecloud.com/crmRestApi/resources/11.13.18.05/queues/300100090462863/child/resourceMembers"
														"name": "resourceMembers"
														"kind": "collection"
													}

												}

									...

				      }
}
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