Summary:
We require the ability to capture inbound call events ("call-in") through the CUCM API (WebDialer or alternative) for operational integration with our collection system. TAC has confirmed that this is considered a custom service and is out of TAC scope, so we are escalating to the Cisco Dev team for feasibility guidance and potential implementation approaches.
Environment Details:
- CUCM Version: 14.0.1.13900-155
- Nodes: 4
- Feature Required: "Call-In" capability – capturing inbound call data via API
- Current Status: Outbound call initiation via WebDialer API is working
- Business Impact: High – required for routing, call tracking, and operational workflows in collections.
Business Requirements:
- Capture CTI logs, call progress, and audio for inbound calls.
- Integrate captured data with our collection system for high-priority operational workflows.
- Route inbound calls to specific extensions based on predefined criteria.
Background / Timeline:
- Feb 26, 2025: Requirement first identified.
- Outbound call ("callout") functionality is already operational using CUCM WebDialer SOAP API.
- No existing solution for inbound ("call-in") capture via API found in documentation.
- DevNet resource link provided by TAC redirects to community forums; no structured developer support path located.
- TAC has confirmed this feature is outside standard support scope, hence request for developer team escalation.
Requested Action from Cisco Dev Team:
- Confirm whether "call-in" functionality can be implemented using CUCM API, JTAPI, TAPI, or other available Cisco developer tools.
- Provide technical documentation, sample code, or API references that could support capturing inbound call events, logs, and audio.
- Advise if this requires a custom integration and, if so, recommended approach or professional services engagement.
Attachments / References:
- Original TAC case communication (included above for full context).
