01-08-2020 03:48 AM
Hello,
we have one requirement, we want to customize the CCX dialer for campaigning. Can we customize CCX dialer?
Regards,
Mangesh
01-08-2020 03:54 AM
What do you mean by customize? You can't change the way it dials, but you can control what configuration settings you set.
david
01-08-2020 11:26 PM
Hi David,
Customize means if we want to integrate any third party application using API to filter the numbers from do_Not_call list, can we do that?
Mangesh
01-09-2020 12:20 AM
Hi Manges,
If you want to import contacts, yes this is possible via UCCX Campaign Contact API. The documentation can be found on Cisco DevNet Portal: https://developer.cisco.com/docs/contact-center-express/#campaign-contacts.
If you want to create a DoNotCall (DNC) list then you will have to do it on the 3rdParty application (the one that you need to build) side as UCCX doesn't have any built-in/out of the box feature.
I assume that you don't have any application yes so maybe on the design phase of the DNC feature, you can consider the mechanism available in UCCE/PCCE. Here is a link to reference diagram that shows and describes how it is built in those systems: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_0_1/User/Guide/UCCE_BK_O9CF9347_00_outbound-option-guide-for-ucce/UCCE_BK_O9CF9347_00_outbound-option-guide-for-ucce_chapter_01.html#UCCE...
01-09-2020 01:15 AM
01-09-2020 11:50 PM
The answer to your first question is yes, you can use UCCX Campaign Contact API's to build 3rd party application.
It is hard to say how you can do it. I think that at the beginning you will need to write down all the features that you would like to have in that application. Then based on them, you will need to figure out the logic of the application and assign the API's to the process. If you look a the DNC feature here is an idea how it may work:
I think that to understand the best place to start and review how everything works you should start with the following guides provided by Cisco:
01-09-2020 12:23 AM
And I forgot about one more thing.
The API doesn't allow you to modify imported contacts. This is useful when customer calls back to the call center if the dialer outbound contact was not answered. In this case, you can only disable the campaign, pull the dialer call statuses to your 3rd party app and reimport all active contacts.
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