CCX dialer National Do_not_Call

[mangesh084]

Hello,

we have one requirement, we want to customize the CCX dialer for campaigning. Can we customize CCX dialer?

Regards,

Mangesh

[david.macias]

What do you mean by customize? You can't change the way it dials, but you can control what configuration settings you set.

david

[mangesh084]

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

[Marek (gaman-gt.com)]

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...

[mangesh084]

Thanks Marek,
If we want to create a DoNotCall (DNC) list then yes we will have to do it on the 3rd Party application. So my query is can we integrate that created application with UCCX dialer using API?
If yes can you help me with the document?

Regards,
Mangesh .

[Marek (gaman-gt.com)]

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:

1. user prepares the dialer input - contact list
2. this contact list is uploaded to your 3rd party application for further processing. in this process we need to exclude the UI provided by CCX for contact import (it can not be used)
3. the 3rd party application goes through the input data and checks records against configured DNC rules.
   1. if the phone number matches the DNC rule, the record is excluded from import process, and is written to DNC list (for reporting purposes)
   2. if the phone number doesn't match the record is moved to Dial list
4. All the records form Dial list are send via Campaign Contact API (method add contacts to the campaign) to UCCX

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:

• UCCX API Overview: https://developer.cisco.com/docs/contact-center-express/#!configuration-api-overview/what-can-a-developer-build-with-the-configuration-api
• How to use the UCCX API: https://developer.cisco.com/docs/contact-center-express/#!getting-started/getting-started-with-using-the-configuration-api

[Marek (gaman-gt.com)]

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.