Webex Callbacks API

openapi: 3.2.0
info:
  title: Webex Contact Center Callbacks API
  version: 1.0.0
  description: The Webex Contact Center APIs allow developers to deeply integrate, configure, and manage cloud-based contact center solutions.
  x-provenance:
    method: harvested
    authored_by: Cisco Webex
    harvested_by: API Evangelist
    harvested_on: '2026-08-19'
    first_party: true
    note: Published by Cisco. Retrieved unmodified except for this x-provenance block.
    provider_published: true
  x-evidence:
  - type: source
    url: https://github.com/webex/webex-openapi-specs/blob/main/public-spec/webex-contact-center.json
  - type: raw
    url: https://raw.githubusercontent.com/webex/webex-openapi-specs/main/public-spec/webex-contact-center.json
tags:
- name: Callbacks
  description: APIs for scheduling and managing callbacks for customers.
paths:
  /v1/callbacks/organization/{orgId}/scheduled-callback:
    post:
      tags:
      - Callbacks
      summary: Schedule a Callback
      description: Creates a new callback request for a customer. Authorization requires the cjp:user scope. The callback default endpoint (EP) and default ANI must be configured as mandatory settings to successfully make API calls.
      operationId: ScheduleCallback
      parameters:
      - name: orgId
        in: path
        description: The organization ID for which the callback is being scheduled. This should be a valid UUID.
        required: true
        schema:
          type: string
        example: 123e4567-e89b-12d3-a456-426614174000
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ScheduleCallbackRequest'
        required: true
      responses:
        '201':
          description: Callback successfully scheduled.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ScheduleCallbackResponse'
        '400':
          description: Bad Request
        '401':
          description: Unauthorized, Token is Invalid
        '403':
          description: Forbidden Request
        '429':
          description: Too Many Requests
        '500':
          description: Internal Server Error
        '503':
          description: Service Unavailable
    get:
      tags:
      - Callbacks
      summary: Get scheduled callbacks
      description: Allows the user to list scheduled callbacks for a given customer number or assignee agent, excluding those whose scheduled trigger time has already passed. Requires 'cjp:user' scope for authorization.
      operationId: GetScheduledCallbacks
      parameters:
      - name: orgId
        in: path
        description: The organization ID for which the callback is being scheduled. This should be a valid UUID.
        required: true
        schema:
          type: string
        example: 123e4567-e89b-12d3-a456-426614174000
      - name: callbackNumber
        in: query
        description: 'The callback customer number to filter the scheduled callbacks. Only an exact match will yield the result. Allows an optional country code followed by digits (0-9) and the special characters: space, hyphen -, parentheses ( and ), and period ., ensuring the total length is between 7 and 15 characters.'
        required: false
        schema:
          type: string
        example: '+1234567890'
      - name: assigneeAgent
        in: query
        description: The unique identifier of the agent assigned to handle the callback. Must be in UUID format. This parameter is optional, but at least one of assigneeAgent or callbackNumber must be provided.
        required: false
        schema:
          type: string
          format: uuid
        example: 123e4567-e89b-12d3-a456-426614174001
      - name: page
        in: query
        description: The page number to retrieve.
        required: false
        schema:
          type: integer
          default: 0
          minimum: 0
        example: 1
      - name: pageSize
        in: query
        description: The number of items per page.
        required: false
        schema:
          type: integer
          default: 50
          minimum: 1
          maximum: 100
        example: 10
      - name: sortBy
        in: query
        description: The field to sort the results by. If `sortBy` is set to `assignedTime`, the `assigneeAgent` parameter must also be provided.
        required: false
        schema:
          type: string
          enum:
          - customerName
          - scheduledTime
          - assignedTime
          default: scheduledTime
        example: scheduledTime
      - name: sortOrder
        in: query
        description: The order to sort the results in.
        required: false
        schema:
          type: string
          enum:
          - asc
          - desc
          default: asc
        example: asc
      responses:
        '200':
          description: The get scheduled callback request was successfully processed.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CallbackSchedulesResponse'
        '400':
          description: 'Bad Request: Validation error. This can occur in the following cases:

            - Both `assigneeAgent` and `callbackNumber` are missing.

            - `assigneeAgent` is not in UUID format.

            - `sortBy` is set to `assignedTime` but `assigneeAgent` is not provided.'
        '401':
          description: Unauthorized, Token is Invalid
        '403':
          description: Forbidden Request
        '429':
          description: Too Many Requests
        '500':
          description: Internal Server Error
        '503':
          description: Service Unavailable
  /v1/callbacks/organization/{orgId}/scheduled-callback/{id}:
    get:
      tags:
      - Callbacks
      summary: Get scheduled callback by Id
      description: Retrieve an existing scheduled callback by Id, excluding those whose scheduled trigger time has already passed. Requires 'cjp:user' scope for authorization.
      operationId: GetScheduledCallbackById
      parameters:
      - name: orgId
        in: path
        description: The organization ID for which the callback is being scheduled. This should be a valid UUID.
        required: true
        schema:
          type: string
        example: 123e4567-e89b-12d3-a456-426614174000
      - name: id
        in: path
        description: The id with which the Scheduled Callback has been created.
        required: true
        schema:
          type: string
          format: UUID
        example: 5C3E69AC-3695-4D51-899B-4B4CC3ED8ECF
      responses:
        '200':
          description: The request was successfully processed.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ScheduleCallbackResponse'
        '401':
          description: Unauthorized, Token is Invalid
        '403':
          description: Forbidden Request
        '404':
          description: Not Found
        '429':
          description: Too Many Requests
        '500':
          description: Internal Server Error
        '503':
          description: Service Unavailable
    put:
      tags:
      - Callbacks
      summary: Update scheduled callback by Id
      description: Update an existing scheduled callback by Id,those whose scheduled trigger time has already passed cannot be updated. Requires 'cjp:user' scope for authorization.
      operationId: UpdateScheduledCallbackById
      parameters:
      - name: orgId
        in: path
        description: The organization ID for which the callback is being scheduled. This should be a valid UUID.
        required: true
        schema:
          type: string
        example: 123e4567-e89b-12d3-a456-426614174000
      - name: id
        in: path
        description: The id with which the Scheduled Callback has been created.
        required: true
        schema:
          type: string
          format: UUID
        example: 5C3E69AC-3695-4D51-899B-4B4CC3ED8ECF
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/CallbackScheduleUpdateRequest'
        required: true
      responses:
        '200':
          description: The request was successfully updated.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ScheduleCallbackResponse'
        '400':
          description: Bad Request
        '401':
          description: Unauthorized, Token is Invalid
        '403':
          description: Forbidden Request
        '404':
          description: Not Found
        '429':
          description: Too Many Requests
        '500':
          description: Internal Server Error
        '503':
          description: Service Unavailable
    delete:
      tags:
      - Callbacks
      summary: Delete scheduled callback by Id
      description: Delete an existing scheduled callback by Id, those whose scheduled trigger time has already passed cannot be deleted. Requires 'cjp:user' scope for authorization.
      operationId: DeleteScheduledCallbackById
      parameters:
      - name: orgId
        in: path
        description: The organization ID for which the callback is being scheduled. This should be a valid UUID.
        required: true
        schema:
          type: string
        example: 123e4567-e89b-12d3-a456-426614174000
      - name: id
        in: path
        description: The id with which the Scheduled Callback has been created.
        required: true
        schema:
          type: string
          format: UUID
        example: 5C3E69AC-3695-4D51-899B-4B4CC3ED8ECF
      responses:
        '204':
          description: The request was successfully deleted.
        '401':
          description: Unauthorized, Token is Invalid
        '403':
          description: Forbidden Request
        '404':
          description: Not Found
        '429':
          description: Too Many Requests
        '500':
          description: Internal Server Error
        '503':
          description: Service Unavailable
components:
  schemas:
    CallbackSchedule:
      type: object
      properties:
        id:
          type: string
          format: uuid
          description: Unique identifier for the scheduled callback.
          example: 123e4567-e89b-12d3-a456-426614174000
        customerName:
          type: string
          description: Name of the customer requesting the callback.
          example: John Doe
        callbackNumber:
          type: string
          description: Phone number provided for the callback.
          example: '+1234567890'
        timezone:
          type: string
          description: Timezone in which the callback is scheduled.
          example: America/New_York
        scheduleDate:
          type: string
          format: date
          description: Date for the callback in ISO format (YYYY-MM-DD).
          example: '2025-04-08'
        startTime:
          type: string
          format: time
          description: Scheduled start time in ISO 8601 format (HH:mm:ss), local to the specified timezone.
          example: '14:30:00'
        endTime:
          type: string
          format: time
          description: Scheduled end time in ISO 8601 format (HH:mm:ss), local to the specified timezone.
          example: '15:30:00'
        queueId:
          type: string
          description: Identifier for the queue to route the callback request.
          example: 123e4567-e89b-12d3-a456-426614174000
        callbackReason:
          type: string
          description: Reason provided for the callback request.
          example: Customer requested a follow-up.
        sourceInteraction:
          type: string
          format: uuid
          description: UUID of the source interaction.
          example: 123e4567-e89b-12d3-a456-426614174000
        callbackOrigin:
          type: string
          description: Origin of the callback request, such as 'livecall' or 'api'.
          example: api
        createdTimestamp:
          type: integer
          format: int64
          description: Unix timestamp in milliseconds when the callback was created.
          example: 1672531199000
        lastUpdatedTimestamp:
          type: integer
          format: int64
          description: Unix timestamp in milliseconds when the callback was last updated.
          example: 1672531199000
        assigneeAgent:
          type: string
          format: uuid
          description: The unique identifier of the agent assigned to handle the callback.
          example: 123e4567-e89b-12d3-a456-426614174000
        assignedTime:
          type: integer
          format: int64
          description: Unix timestamp in milliseconds when the assigneeAgent was last updated.
          example: 1672531199000
        orgId:
          type: string
          format: uuid
          description: Unique identifier for the organization.
          example: 123e4567-e89b-12d3-a456-426614174000
      required:
      - id
      - customerName
      - callbackNumber
      - timezone
      - scheduleDate
      - startTime
      - endTime
      - queueId
      - callbackOrigin
      - createdTimestamp
      - lastUpdatedTimestamp
      - orgId
    CallbackSchedulesResponse:
      type: object
      properties:
        meta:
          $ref: '#/components/schemas/CallbackScheduleMetadata'
        data:
          type: array
          items:
            $ref: '#/components/schemas/CallbackSchedule'
    CallbackScheduleMetadata:
      type: object
      properties:
        orgId:
          type: string
          format: uuid
          description: Unique identifier for the organization.
          example: 123e4567-e89b-12d3-a456-426614174000
        page:
          type: integer
          description: Current page number.
          example: 1
        pageSize:
          type: integer
          description: Number of items per page.
          example: 10
        totalPages:
          type: integer
          description: Total number of pages.
          example: 5
        totalRecords:
          type: integer
          description: Total number of items.
          example: 50
        links:
          $ref: '#/components/schemas/PaginationLinks'
      required:
      - orgId
      - page
      - pageSize
      - totalPages
      - totalRecords
      - links
    ScheduleCallbackResponse:
      type: object
      $ref: '#/components/schemas/CallbackSchedule'
    PaginationLinks:
      type: object
      properties:
        self:
          type: string
          description: Link to the current page.
          example: /v1/callbacks/organization/${orgId}/scheduled-callback?page=1&pageSize=10
        first:
          type: string
          description: Link to the first page.
          example: /v1/callbacks/organization/${orgId}/scheduled-callback?page=0&pageSize=10
        last:
          type: string
          description: Link to the last page.
          example: /v1/callbacks/organization/${orgId}/scheduled-callback?page=4&pageSize=10
        next:
          type: string
          description: Link to the next page.
          example: /v1/callbacks/organization/${orgId}/scheduled-callback?page=2&pageSize=10
        prev:
          type: string
          description: Link to the previous page.
          example: /v1/callbacks/organization/${orgId}/scheduled-callback?page=0&pageSize=10
      required:
      - self
    ScheduleCallbackRequest:
      required:
      - customerName
      - callbackNumber
      - timezone
      - scheduleDate
      - startTime
      - endTime
      - queueId
      type: object
      properties:
        customerName:
          type: string
          description: Name of the Customer for which callback has to be scheduled. Max customer name length should be 250 character
          example: John Doe
        callbackNumber:
          type: string
          description: 'Customer''s phone number for the callback. Allows an optional country code followed by digits (0-9) and the special characters: space, hyphen -, parentheses ( and ), and period ., ensuring the total length is between 7 and 15 characters.'
          example: +12(345)67-890
        timezone:
          type: string
          description: Valid IANA timezone name
          example: America/New_York
        scheduleDate:
          type: string
          format: date
          description: Scheduled date in ISO-8601 (YYYY-MM-DD) format. This must be a valid date in local time zone and within 31 days from current date
          example: '2025-03-28'
        startTime:
          type: string
          format: time
          description: Scheduled start time in ISO-8601 (HH:mm:ss) format. Start time must be at least 30 minutes in the future from current time.
          example: '17:45:15'
        endTime:
          type: string
          format: time
          description: Scheduled end time in ISO-8601 (HH:mm:ss) format. End time must be at least 30 minutes after the startTime and must not exceed 8 hours after startTime.
          example: '16:50:55'
        queueId:
          type: string
          description: Unique identifier for the queue to which the callback is associated.
          example: 123e4567-e89b-12d3-a456-426614174000
        callbackReason:
          type: string
          description: Reason for the callback request. This is optional and can be used to provide additional context.
          example: Credit Card Issue
        sourceInteraction:
          type: string
          format: uuid
          description: Source interaction ID for the callback. This is optional and can be used to link the callback to a specific interaction. This should be a valid UUID.
          example: 123e4567-e89b-12d3-a456-426614174000
        assigneeAgent:
          type: string
          format: uuid
          description: The unique identifier of the specific agent (CI userId), who should be assigned to handle the callback. This field is optional and is primarily used for personal callbacks.
          example: 123e4567-e89b-12d3-a456-426614174000
    CallbackScheduleUpdateRequest:
      allOf:
      - type: object
        properties:
          id:
            type: string
            format: uuid
            description: Unique identifier for the scheduled callback.
            example: 123e4567-e89b-12d3-a456-426614174000
        required:
        - id
      - $ref: '#/components/schemas/ScheduleCallbackRequest'
  securitySchemes:
    oauth2:
      flows:
        authorizationCode:
          authorizationUrl: /
          scopes: {}
          tokenUrl: /
      type: oauth2
    bearer-key:
      type: http
      description: e.g. Bearer YOUR_AUTHORIZATION_TOKEN
      scheme: bearer
      bearerFormat: JWT
    BEARER_TOKEN_FROM_CI:
      type: http
      in: header
      scheme: bearer
    Bearer:
      type: http
      description: e.g. Bearer YOUR_AUTHORIZATION_TOKEN
      scheme: bearer
      bearerFormat: JWT
    bearerAuth:
      type: http
      scheme: bearer
      bearerFormat: JWT
      description: JWT bearer token authentication. Obtain your token from the Webex Developer Portal.