Incoming web Service to UCCX

[W S H FERNANDO]

Hi Experts.. 

Currently, I'm doing some integration with UCCX and WalkieTalkie System using REST API,

Basically my call flow is. 

1. Calls come to UCCX
2. If there are no Agents in CSQ
3. Send a broadcast message to WalkieTalkie ( working fine- REST)

4. If WalkieTalkie send Ack message "YES" keep the call in Queue, 
5. If WalkieTalkie send Ack message "NO" send the call to Voicemail

My problem is when I send a REST call to WalkieTalkie system it is sending me 200ok message to broadcast message, but the actual user Acceptance (YES or NO) is not real-time, it will take some time to respond. How can I handle this response to the corresponding call which is already in the queue? 

Regds

Sasith 

[Anthony Holloway]

I don't think you'll get two responses. E.g., the 200 OK to the broadcast request, and then another YES or NO to the Walkie Talkie answer action.

Can you share some screenshots or example content of what you have working and what's not working?

[W S H FERNANDO]

Hi Anthony 

Thanks for the response as always!

Please see the attached flow, 3rd REST is actually initiating from the Walkie talkie and its not an immediate respond to 2nd REST call from UCCX, 
My problem is how we going to match the 3rd REST with the corresponding call. 

Regds
Sasith 

[Anthony Holloway]

What URL is the Walkie Talking sending the 3rd REST request to on UCCX? I'm not sure this is going to work.

[James Hawkins]

Could you just have the CCX script pause for say 10 seconds after sending the notification to the walkie-talkie system and then send a REST request to a simple database to would be populated by a response from a walkie-talkie?

I have used Airtable for simple CCX REST integration and it could work ok for your requirement.