Custom Webex Contact Center Flow Element?

[Schreuder Software]

We have previously developed custom widgets that connect to REST, WebSocket and SOAP endpoints on customer sites from the WebexCC Agent Desktop. Is it possible to develop a custom Flow Element in JavaScript/TypeScript etc to connect HTTP based endpoints from within a Flow? From what I can see, an HTTP Request flow element can only connect to one HTTP REST endpoint at a time. We would like to develop a Flow element that can make multiple HTTP requests in the same Flow Element to make the Flows simpler for the customer - like a CRM connector, but invoked from a Flow Element.

If not possible, do we just host our own HTTP REST endpoint to take care of CRM logic that is then accessed by a HTTP Request Flow Element? Can customers co-host such a custom HTTP endpoint in the Cisco Webex cloud? Or do they need their own cloud service?

[Arunabh Bhattacharjee]

Yes, that is the only solution today - Host a custom HTTP REST endpoint to take care of CRM logic that is then accessed by a HTTP Request Flow Element. Customers cannot host these on the WebexCC today. they will need their own hosting, whether pure compute or serverless, on a publicly accessible endpoint / on a public cloud platform. They can tailor the security settings on the app as per https://help.webex.com/en-us/article/3srgv1/Set-up-security-for-Webex-Contact-Center (see section - source IP addresses for WebexCC - that would be the SRC IP when the HTTP node makes a call onto their service)

Thanks & Regards,

Arunabh.

[david.macias]

I've not see any roadmap plans for custom nodes in the flow editor. Additionally, even if you could what I think you're trying to do would probably not work very well with the well scripting works within WxCC. While you can easily make REST requests dynamic routing or queueing is not super dynamic.

david

[Schreuder Software]

Thanks David, that's the conclusion we came to as well - simple REST queries are all that is possible. We just miss the power of custom Java elements in Cisco Voice Portal (CVP). We aren't aiming to do any dynamic routing, just customer information lookup that might require multiple REST queries to get to the info for screen pop functionality. We find this much faster to develop in code than the flow editor.

Thanks for your thoughts!

James

[Arunabh Bhattacharjee · Accepted solution]

This is planned on the roadmap @Schreuder Software  @david.macias however we do not yet have a date we can share at this point.

Both, custom code execution as well as ability to create custom activities (these are different capabilities) will come to flow in the future. We will post another update once we are closer to definitive timelines.

Thanks & Regards,

Arunabh.