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How to send CISCO AQM recording url to CRM

Hi everyone,

 

We are trying to find a way to share with the CRM the URL of a Recording Contact from Cisco AQM/Calabrio.

 

So far AQM API will not give us a Contact ID prior to the agent to pick up the call (api/recording/searchbasiscontact). The issue is that the only exchange with webservice that we have with the CRM happens before the agent pickup the call.

Another way would have been to share the CallID with the CRM in order for it to retrieve the Record Contact URL with this information but it does not seem to be possible with AQM API.

 

I am seeking for any other idea or actual solution that you guys already deployed.

 

  • UCCX: 11.6ES02
  • CUCM: 12.0
  • AQM: 11.5
  • CRM: Dynamics 365 on prem

Cheers

 

Hugo

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