CCX Editor Make REST Call Authorization to Quality Management

[jmh.devnet]

Trying to integrate a basic IVR survey in Quality Management with CCX and the call identifier is 'Associated Call ID', which seems to only reside in Quality Management. The logic and sequence is below and I'm using CCX version 12.0.1 and latest version of Quality Management.

1. Make REST Call (POST https://qmserver/api/rest/authorize)

       2. Successful: Make REST Call (GET https://qmserver/api/rest/recording/contactbasicsearch?displayId=1.agent)

The 2nd REST call always fails with 401 unauthorized and I'm assuming this is because the client CCX uses is not able to handle the csrftoken and jsession cookies. That said, I have tested the exact logic in the firefox plugin 'RESTClient' and never add headers for X-csrfToken or csrfToken to the body, yet it works no problem.

I've had a ticket open with TAC all week and have yet to receive an answer to if this is even possible and if not, what are people doing if they want to automate survey's and integrate with Quality Management.

Any and all responses welcome and thanks in advance!

[Anthony Holloway]

Can you share more of the HTTP requests? I have access to a QM/UCCX and could try it for you too, just to get a second set of eyes on it for you.

[jmh.devnet]

First of all thanks for the response and sorry for the delayed response, had a busy weekend. 

The first Make REST Call is as follows:

URL: "https://qmserver.ad.domain.com/api/rest/authorize"

User ID: "svc_qmapi"

Password: "password"

Content type: "application/json"

Method: POST

URL Parameters: NONE

Headers: NONE

Body: strQmAuthBody (I use a set strQmAuthBody = (String) docQmAuth)

Response: strQmAuthResponse

Status Code: strQmAuthResponseCode

Status Detail: strQmAuthResponseDetails

The 2nd Make REST Call is a simple GET and at the moment I am querying my account instead of using agent variables, just to try and get a response, but the details are as follows:

URL:  "https://qmserver.ad.domain.com/api/rest/recording/contactbasicsearch?displayId=1.james"

I don't add any URL parameters or headers and Body, Response, status code, and detail are all just blank strings. 

If you require any further information, let me know I'll be around all day. 

[Anthony Holloway]

I'm not sure I'll get to it today, but I will try this out, and see if I can come up with anything. Thanks for the extra details, I'll see how far I can get.

[jmh.devnet]

Anthony,

I realize it is the holidays and I'm sure you're a busy guy, just wanted to see if you had a chance to take a look at this and/or test it in your environment?  I still have multiple cases open with Cisco for this and haven't received any answers/solutions and the ccx team initiated a collaboration with Calabrio 2 weeks ago, but it seems they are unwilling to assist and instead try to sell me professional services. I am caught between a rock and a hard place and stressing out, as I need to make some progress with this fast. Originally, I intended on simply writing the answers to a separate db or excel spreadsheet, but figured we're already using WFO and the integration is already there. I guess I just assumed this was standard way of handling simple IVR survey questions/answers. If you're unable to do anything else with this at the moment I was hoping you might be able to provide me with the most common way used for the a survey using a basic IVR.

Thanks in Advance,

James