Custom CRM Connector development using Cisco WebEx Contact Center API

[pravin1]

Hi Team,

We have developed custom CRM connector for Cisco Finesse UCCX and UCCE using Finesse rest API's which send call data when call arrives to CRM to screen popup. Similarly we want to develop custom connect for WebEx Cloud contact center. Please let me know which API's we need to use. Are there any sample code available to refer. Also is there Sandbox lab available for development and testing purpose.

Regards,

Pravin

[Arunabh Bhattacharjee · Accepted solution]

Hello @pravin1 ,

To develop CRM connectors you can use 2 approaches:

1. iFrame the Desktop and build a headless widget using the desktop JS SDK.

https://developer.webex-cx.com/documentation/guides/desktop 

2. build your own app (front end) and leverage the Agent Desktop REST APIs and Websocket connection

https://developer.webex-cx.com/documentation/agents

https://developer.webex-cx.com/documentation/tasks 

https://developer.webex-cx.com/documentation/guides/contact-control-apis 

There are several samples to get started with JS SDK Widgets in the API samples repo, and the Desktop REST API sample as well

https://github.com/CiscoDevNet/webex-contact-center-api-samples 

These are free 101 samples aimed at getting you started and help you extend or reuse.

Thanks & Regards,

Arunabh.

[Schreuder Software]

Hey Arunabh,

Is there anything on the roadmap for allowing partners to develop custom Flow Elements? We'd like to do make several REST requests in the same HTTP Request element to simplify the Flows for our customers. This would be similar to Cisco Voice Portal's support for custom Java Elements.

Thanks!

[Arunabh Bhattacharjee]

Hi Schreuder,

Thanks for the details, Could you please unicast message me 1:1 with the sample list of http calls, or exact orchestration of those calls, so that we can better confirm availability.

Reason being, the subflow feature is coming soon, and the “custom compute node” for flow is on our immediate roadmap. Hence confirming those details will better help understand which solution might be viable in the short term once subflows is released.

If none of those upcoming will serve the same purpose then we can add it to the backlog.

Thanks and Regards,
Arunabh

[david.macias]

@Arunabh Bhattacharjee Great to hear that custom nodes will be supported soon, can you share any details around them and rough ETA?

david

[Arunabh Bhattacharjee]

David at this time we can only provide calendar year guidance, it is on the roadmap for CY2024.
We will publish the roadmap as a part of our assets on SalesConnect and will likely flesh out more realistic dates as we approach the delivery timeline.

Thanks & Regards,
Arunabh.

[david.macias]

You tease! I figured as such. Can you share any details around the functionality that this will provide?

david

[bill.king1]

Hi, the last note I saw said it is still coming, see this link.
https://community.cisco.com/t5/contact-center/request-for-webex-contact-center-sandbox/td-p/4740662