Controlling and monitoring your Contact Center via a simple and device free interface has been a big challenge for supervisors and system administrators. The Agents themselves would like to achieve tasks that can be done from any device.
The Cisco Contact Centers have rich REST API that are available for any developer to use for create the solutions that are desired. But it has always been a challenge to create solutions that are device independent. Browser based applications are one alternative, but they are a constant challenge to port to various browsers and their versions.
With the introduction of Cisco Spark Messaging, we now have an alternative that is truly device independent. Cisco Spark is an always-on secure way to communicate within an organization. It has a single consistent interface across mobile devices and desktops, and can be used to control and manage your appliances in any on-premises contact center
The architecture to deliver the mobile experience for a Cisco on-premises contact center is based on using the Spark Messaging platform on the devices talking to the Contact Center APIs via a Node.JS application in the middle. The Node.JS can be setup in the DMZ so that the on-premises systems do not have to be exposed to the external internet.
The Cisco Spark API can be easily deployed using a Node Package. For details of how to get access to this and deploy, see here:
The Spark Messaging platform is based on the concept of rooms that are the way to communicate with a person or an application. The rooms can be controlled by the System administrators and provide a safe and secure way to control the flow of information.
For this step in the process, we will create a Spark room that will be the point of communication.
Congratulations, you have created your first Node.JS script that was able to connect to the Cisco Spark Messaging system and send a message to a room that you identified.
This is the first step in the process. Once you have the basic ability to send messages down, now we can move on to the more complex steps of communicating information between the Spark rooms and the on-premises systems.
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