WebACD Overview

WebEx Web Conferencing WebACD is a service offering that is designed to help support / service organizations enhance the customer-support experience. It provides customers with click-to-connect access to CSRs (Customer Support Representatives) via the web, introducing functionality such as chat, video, and application / desktop control. It gives a support manager the control of setting up multiple queues of various skill-sets, and to pull reports on CSR performance. The out-of-box WebACD service provides various buttons that can be placed on your website – via HTML – that provide the entry point for your customers.

For more information on the general functionality of WebACD, please visit http://university.webex.com.

SDK Overview

The WebACD SDK provides an environment where WebEx Web Conferencing partners and customers can enhance the base functionality of the WebACD product. By developing a third-party "plug-in", an organization can seamlessly integrate external systems and applications into the WebACD architecture. The most practical applications of this SDK are, but not limited to, the following:

  • Phone ACD Integration – Coordinate between WebACD sessions and phone ACD systems.
  • CRM Integration – Create and modify support tickets on-the-fly.
  • Web Site Integration – Enhance or create a customer-facing service portal.

WebACD SDK Integration Points

  • Client Plug-in
  • A plug-in can be developed allowing third-party applications tosubscribe to various events that occur at the WebACD Inbox level.


  • Server SOAP API
  • Allows interaction with the WebACD server via SOAP / XML calls to pull information and execute various actions.


  • Server URL API
    A URL API, supporting HTTPS GET / POST, may be used to launch customer entry forms for various queues. This entry form is where the customer enters his or her name and info prior to being launched into the support session.


  • Server Routing Trigger
  • A site level configuration that allows the overriding of WebACD's built-in routing functions, providing a means for third-part systems to take over routing control.


  • WebACD Plugin-Example
  • A site level configuration that allows the overriding of WebACD's built-in routing functions, providing a means for third-part systems to take over routing control.