Webex contact center API call routing

[rmanakadav]

Hi Team,

I am new to webex API's .can i know how we can achieve below request using API .

Users can call a particular number and enter an agent extension and then the call will get routed to that particular agent based on the extension entered .basically need to verify agent details based on the extension caller entered and if can able to find the agent details need to route call to that agent .if no agent details found disconnect call. 

Please let me know

[Janos Benyovszki]

@rmanakadav To check if an agent profile exists for a given extension, you could query agent data. The Webex Contact Center HTTP Connector allows you to invoke Webex Contact Center APIs from within Flow Designer. You could use for example the Search API  to identify agents. While it's not 100% what you have described above, we have a very similar use case on one of our blog posts about the HTTP Connector here https://developer.webex.com/blog/using-the-new-http-connector-for-webex-contact-center-apis . There we set up a flow where a customer wants to talk to the last agent they interacted with. Have a look and see if that helps.

[rmanakadav]

thanks @Janos Benyovszki  

for the specific requirement i think need to use API .example scenario as below .

calling number :02094059504

agent extension:33908

1. when caller calls 02094059504 system will request to enter the agent extension 33908

2. need to check if any agent profile configured with extension 33908

     2.1  if not need to drop the call playing no agent found

3. if an agent profile found need to check if the particular agent logged in to contact centre or not

      3.1  if agent is not logged in to contact centre need to drop call playing message "agent not logged in"

4. if logged in need to route call to that particular agent 

i think from steps 2 to 4 need to do through API. I checked in development portal but couldn't find any api's matching above requirements   

[Janos Benyovszki]

@rmanakadav should be possible to do something like that using the Flow Designer. In order to understand more about how Routing works  in CC, please see below links:

•  https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center 
• https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer
• https://help.webex.com/en-us/article/n5595zd/Webex-Contact-Center-Setup-and-Administration-Guide