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UCCX finesse 11.6 integration with 3rd party web based ticketing tool

Hi,

 

We are planning to integrate UCCX with a 3rd party web based ticketing tool in which we are planning to have 

2 options like press 1 for New ticket and press 2 if you have existing ticket and if existing ticket please provide ticket number so i need some help from scripting point.

1.) how we can call ticketing tool URL from script. (which node to use)

2.) Once we get the reply from Ticketing system how to save data on script so that it can be sent to agent desktop once call transfers to agent.

Can anyone share any sample script related to this.

 

Regards..

Sudhir Kumar

 

3 REPLIES 3
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Beginner

Re: UCCX finesse 11.6 integration with 3rd party web based ticketing tool

Hi ,



Are you looking for Finesse side or ICM Script , Give some Brief explanation on this .


Thanks
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Beginner

Re: UCCX finesse 11.6 integration with 3rd party web based ticketing tool

Hello Sudhir,
Do you use webservices to provide a response on the url? If webservices is used, you can use json to parse the request and get the required output. The output can then be used in enterprise variables to relay the request to the agents.
I have attached a sample script on this

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Beginner

Re: UCCX finesse 11.6 integration with 3rd party web based ticketing tool

Hi Taolaayan,

The ticketing tool we are using supports rest API so is there any method to call rest API from script and get response from the ticketing tool.

 

Regards..

Sudhir Kumar