Agent Number Retrieval in WebEX CC Websocket Communication

[tominaga]

I am currently working on system integration using WebEX Contact Center (WebEX CC) and utilizing the Notification API to obtain necessary information via websocket communication. I would appreciate your guidance on the following points:

1. Is it possible to retrieve both the internal and external numbers associated with an agent through the WebEX CC Notification API?https://developer.webex-cx.com/documentation/guides/contact-control-apis

2. I understand that the "dn" obtained through WebEX CC websocket communication refers to the agent's dial number. Does this refer to the external number, the internal number, or something else?

3. According to the WebEX CC Agent Login API, only one number can be assigned to "dn". Is there a way to assign and retrieve both the external and internal numbers to/from "dn"?　https://developer.webex-cx.com/documentation/agents/v1/login

Thank you in advance for your assistance.

[Janos Benyovszki]

@tominaga 

1. Is it possible to retrieve both the internal and external numbers associated with an agent through the WebEX CC Notification API?https://developer.webex-cx.com/documentation/guides/contact-control-apis

You would only get the dn from the subscription notifications too, I don't believe we have an external / internal number available there. Not sure if you are aware of this resource, but there is a pretty comprehensive guide about Possible Notification Payloads here https://developer.webex-cx.com/documentation/guides/contact-control-apis/#asynchronous-contact-control-apis

2. I understand that the "dn" obtained through WebEX CC websocket communication refers to the agent's dial number. Does this refer to the external number, the internal number, or something else?

The DN would be whatever number is configured for the agent or whatever number is configured for that entrypoint, etc. that you get the notification about. If you need more info about this, please specify which Notification Payload you are curious about.

3. According to the WebEX CC Agent Login API, only one number can be assigned to "dn". Is there a way to assign and retrieve both the external and internal numbers to/from "dn"?　https://developer.webex-cx.com/documentation/agents/v1/login

This can be only 1 number as the docs mention it. 

[tominaga]

Thank you for your response.

I now understand that it is not possible to retrieve both external and internal numbers. I also have a clearer understanding of what "dn" refers to.

It seems I had a misunderstanding. I assumed that each agent could be associated with both an external and an internal number. However, I now realize that only one number can be assigned to an agent. My understanding of contact centers was limited, and I mistakenly believed that it was common for every agent to be assigned both an external and an internal number.