UCCX FAQ
- What is UCCX?
- What APIs and SDKs are available for UCCX?
- Where can I find UCCX developer documentation?
- Can an application using the UCCX CTI Protocol also work with UCCE and PCCE?
- With the UCCX CTI Protocol, how do I check if an agent is ready or not ready in the queue?
- What type of user can invoke the Configuration APIs?
- What type of authentication is used for the Configuration APIs?
- Does the Configuration APIs support Cross-Origin Resource Sharing (CORS)?
- None of the above answers my question. Help!
Q: What is UCCX?
Cisco Unified Contact Center Express (UCCX) is a "contact center in a box" that provides a secure and easy to deploy customer interaction management solution for up to 400 agents. It is an IP-based Automated Call Distribution (ACD) system that queues and distributes incoming calls destined for groups of Cisco Unified Communications Manager users (agents). Please see the [UCCX Overview](##!uccx-overview) for more info.Q: What APIs and SDKs are available for UCCX?
Developers can integrate with Unified CCX through:- Computer Telephony Integration (CTI) Protocol: Allows customers to develop custom 3rd party agent and supervisor desktops as well as reporting applications. See the CTI Protocol Overview for more info.
- Configuration REST API: Allows customers to access administrator configuration to build a custom administration interface or to automate the configuration of Unified CCX. See the Configuration API Overview for more info.
- Cisco Unified CCX Editor: Allows customers to create telephony and multimedia application scripts using a visual programming environment. See the Scripting Overview for more info.
- Cisco Identity Service Client SDK: Allows end users to seamlessly use various web applications and applications built with the REST APIs within the Cisco Contact Center solution after a single login. See the Cisco Identity Service Client SDK Overview for more info.
Q: Where can I find UCCX developer documentation?
You can find the UCCX developer documentation on this microsite:- Computer Telephony Integration (CTI) Protocol Developer Guide
- Configuration REST API Developer Guide
- Cisco Unified CCX Editor Script and Development Guide
- Cisco Identity Service Client SDK Guide
Q. Can an application using the UCCX CTI Protocol also work with UCCE and PCCE?
The UCCX CTI Protocol is very similar to the P/UCCE CTI Protocol, but an application integrated with the UCCX CTI Protocol will not work with P/UCCE as-is. There are some differences between the two protocols and those differences must be handled differently per deployment. It is possible to have an application work for both UCCX and P/UCCE with Finesse being a prime example.Q: How do I know if an agent is in ready or not ready in the queue?
You need to listen to the [AGENT\_STATE\_EVENT](##!agent_state_event). In these events, there will be the AgentID as well as a CSQState. The AgentID will tell you which agent the event is for and the CSQState represents the current state of the agent with respect to the CSQ.Q. What type of user can invoke the Configuration REST APIs?
The Configuration REST APIs can only be invoked by an administrator. These REST APIs cannot be used by an agent or supervisor.Q. What type of authentication is used for the Configuration APIs?
The Configuration APIs use HTTP BASIC authentication, which requires the credentials to be sent in the "Authorization" header. The credentials contain the username and password, separated by a single colon (:), within a BASE64-encoded string. For example, the Authorization header would contain the string **"Basic YWdlbnRiYXJ0b3dza2k6Y2FybWljaGFlbA=="** where "YWdlbnRiYXJ0b3dza2k6Y2FybWljaGFlbA==" is the Base64-encoded string of "agentbartowski:carmichael" (agentbartowski being the username and carmichael being the password).Q. Does the Configuration APIs support Cross-Origin Resource Sharing (CORS)?
No, CORS is not supported for any origin.Q. None of the above answers my question Help!
If your question wasn't answered here in the FAQ, ask your question in the appropriate forum:Customer Collaboration Platform FAQ
- What is Customer Collaboration Platform?
- What can a developer do with Customer Collaboration Platform?
- Where can I find the Customer Collaboration Platform documentation?
- How can I get Customer Collaboration Platform?
- How is the Customer Collaboration Platform packaged?
- Does Customer Collaboration Platform have a user interface?
- Is it possible to customize the Customer Chat User Interface?
- How long are chats saved?
- Can a CCX agent save a chat?
- Can you group the predefined responses?
- Is it possible to route third-party chat into Customer Collaboration Platform for UCCX?
- Does Customer Collaboration Platform support Cross-Origin Resource Sharing (CORS)?
- None of the above answers my question. Help!
Q: What is Customer Collaboration Platform?
Customer Collaboration Platform (CCP) is the new name for SocialMiner. The name was changed to reflect the removal of social media monitoring capabilities from SocialMiner.Customer Collaboration Platform integrates into the Unified CCX solution to provide digital channel support like web chat, Facebook Messenger, and agent email.
In the Unified/Packaged CCE solution, CCP front ends the Task Routing API for generic contact routing.
Q. What can a developer do with Customer Collaboration Platform?
In the Unified CCX solution, CCP enables developers to create web chat end consumer interfaces. A developer can integrate with 3rd party chat services and also with BOTs before chat contact is escalated to an available agent.In the CCE solution, more elaborate development is needed for generic Task Routing.
Q. Where can I find the Customer Collaboration Platform documentation?
The developer documentation for the latest version of Customer Collaboration Platform can be found on the [Contact Center Express DevNet](https://developer.cisco.com/docs/contact-center-express/) site under Guides -> Customer Collaboration Platform Developer Guide.Documentation for older versions of Customer Collaboration Platform can be found in the Previous Documentation section under Downloads -> Previous Documentation (PDFs) -> Customer Collaboration Platform Documentation.
Additional Customer Collaboration Platform documentation can be found under Unified CCX documentation on Cisco Connection Online (CCO).
Q: How can I get Customer Collaboration Platform?
Customer Collaboration Platform ISO is now available under the [CCX downloads](https://software.cisco.com/download/home/286325233/type/286314116/release/12.5(1)) page.Q: How is the Customer Collaboration Platform packaged?
Customer Collaboration Platform is packaged as a virtual machine appliance. The operating system (Linux), the application software, and the database are all bundled together in a VMWare virtual machine.Q: Does Customer Collaboration Platform have a user interface?
CCP is configured, administered, and operated via the internal or external APIs. In the CCX solution, it is entirely managed from the CCX Application Administration.In the CCE solutions, it fits into the respective administrator interfaces for Task Routing.