03-09-2018 07:43 AM - edited 03-14-2019 06:01 PM
A common requirement in contact centers is to allow a supervisor to manually close the queue. The typical approach I see is to create an XML file that stores the state of the queue. When someone calls the contact center, the script reads the XML file for the state of the queue.
I'm wondering if it's possible to do this without xml files and instead use a REST API. The idea is you have a boolean value in the script called say, state, and make it a parameter. Then use a configuration API to set this value to TRUE or FALSE.
I'm referring to the API here:
https://developer.cisco.com/docs/contact-center-express/#introduction/supported-operations
Has anyone tried this? Any pitfalls to be aware of?
Solved! Go to Solution.
04-17-2018 05:46 PM
03-09-2018 07:48 AM
I could have read your statement wrong, but it sounds like you wanted to move the boolean for state into the Application Parameters, and then read its value via the Make REST Call step. Is that right?
Or were you thinking that the actual value would be somewhere else, like on a different server in your company?
Also, what is the goal of your adventure? I.e., Do you just want to get rid of the XML? Do you want to get rid of logging into UCCX to make the change? Both? Something else?
03-09-2018 07:51 AM
Yes move the boolean state to the application parameter. But I want to set this value with the REST step.
The goal is to get rid of XML files. The goal is also set the state of the queue without logging into UCCX, and instead by literally calling in to UCCX.
03-09-2018 09:09 AM
Ah ok. So you wouldn't need Application Parameters, nor the Make REST Call to do that, but you might still use XML, or possibly CSV, JSON, plain text, etc.
Do you have any requirements for moving the data off of UCCX, or do you like the idea of keeping the data on box?
03-09-2018 09:37 AM
I like to keep all data on-box.
03-16-2018 02:03 PM
03-16-2018 11:19 PM
04-17-2018 04:35 PM
Thinking of this further, why is it dangerous? The UCCX server is sending a REST request to itself.
04-17-2018 05:46 PM
04-18-2018 11:26 AM
I see. Agreed not good API design.
07-18-2018 02:10 AM
Hi Anthory,
This is a great thread,
I'm having some similar requirement like this, I have an XML file in UCCX, let's get a simple one,
<?xml version="1.0"?>
<Call>
<ID>100</ID>
<ACK>Yes</ACK>
</Call>
this XML file is stored in "document/en" I need to update the ID and ACK using a REST API, any idea how we can do this, I tried with the postman and getting errors.
Regds
$Sasith
07-18-2018 02:23 PM
07-18-2018 05:47 PM
Hi Anthony
Thanks for your response, I'm accessing the XML from UCCX Script as well as Another system, My requirement is needed to update document from another system via API, seems to be this is not possible.
Regds
Sasith
07-24-2018 09:57 AM
07-24-2018 12:51 PM
You cannot use the CCX API to download a document, you can download a prompt or a script.
You can upload a document but downloading is a step too far.
Graham
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