8x8 Contact Centre CRM API (WAPI) Returns An Internal Error When Querying For Tasks

Symptom

When attempting to query tasks using the 8x8 Contact Centre CRM API (WAPI), the request fails and returns the following error message:

<?xml version="1.0" encoding="ISO-8859-1"?>
<WAPI>
  <REPLY STATUS="-1" ERROR_STR="Internal error" ERROR_CODE="0" />
</WAPI>

Applies To

• 8x8 Contact Centre CRM API (WAPI)

• Task Queries

Resolution

1. Log in to Configuration Manager for Contact Centre.

2. Select Integration.

3. Select the CRM API tab.

4. In the Used Identity dropdown, select a user.

5. Select Save.

Cause

The issue arises because no Used Identity is set in the CRM API's configuration. The Configuration Manager UI may mislead users, as it displays a value from the list for the Used Identity field when the page is viewed, despite the setting not being active in the backend.

Additional Information 

8x8 Contact Center for Admins—External CRM API access