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Contact Center Express
- Overview
- Guides
- CTI Protocol Developer Guide
- Preface
- How to Use the Messages
- Overview
- Defining Unified CCX CTI Messages
- Managing Sessions
- How a Client/Server Connection is Managed
- How a Session is Initialized
- Reasons for a Connection to Fail
- How a Session is Maintained
- How a Session is Ended
- Two Client Modes for Connecting with Unified CCX
- How the Client Selects the Types of Messages Wanted
- Reasons for the Unified CCX to Send SYSTEM_EVENT Messages
- The Unified CCX CTI Server in a High Availability Unified CCX System
- Connect CTI Sessions in a Clustered Unified CCX
- Managing Configuration Data
- Managing Agent States
- Communicating Call Events
- Managing Client Control of Calls
- Using the Outbound Feature
- Reference Section
- Message Type Definitions
- All Message Types Organized by Class and Type
- All Message Types Organized by ID Number
- Session-Management Messages
- Configuration Messages
- Agent-State Messages
- Call-Event Messages
- Primary.Actual Field Format
- BEGIN_CALL_EVENT
- END_CALL_EVENT
- CALL_DATA_UPDATE_EVENT
- CALL_DELIVERED_EVENT
- CALL_CLEARED_EVENT
- CALL_ESTABLISHED_EVENT
- CALL_HELD_EVENT
- CALL_RETRIEVED_EVENT
- CALL_CLEARED_EVENT
- CALL_CONNECTION_CLEARED_EVENT
- CALL_ORIGINATED_EVENT
- CALL_FAILED_EVENT
- CALL_CONFERENCED_EVENT
- CALL_TRANSFERRED_EVENT
- CALL_DIVERTED_EVENT
- CALL_SERVICE_INITIATED_EVENT
- CALL_QUEUED_EVENT
- CALL_DEQUEUED_EVENT
- RTP_STARTED_EVENT (OPTIONAL)
- RTP_STOPPED_EVENT (OPTIONAL)
- Call-Control (Client-Control) Messages
- CONTROL_FAILURE_CONF
- ALTERNATE_CALL_REQ
- ALTERNATE_CALL_CONF
- ANSWER_CALL_REQ
- ANSWER_CALL_CONF
- CLEAR_CALL_REQ
- CLEAR_CALL_CONF
- CLEAR_CONNECTION_REQ
- CLEAR_CONNECTION_CONF
- CONFERENCE_CALL_REQ
- CONFERENCE_CALL_CONF
- CONSULT_CALL_REQ
- CONSULT_CALL_CONF
- HOLD_CALL_REQ
- HOLD_CALL_CONF
- MAKE_CALL_REQ
- MAKE_CALL_CONF
- RECONNECT_CALL_REQ
- RECONNECT_CALL_CONF
- RETRIEVE_CALL_REQ
- RETRIEVE_CALL_CONF
- TRANSFER_CALL_REQ
- TRANSFER_CALL_CONF
- SEND_DTMF_SIGNAL_REQ
- SEND_DTMF_SIGNAL_CONF
- SET_CALL_DATA_REQ
- SET_CALL_DATA_CONF
- SUPERVISE_CALL_REQ
- SUPERVISE_CALL_CONF
- EMERGENCY_CALL_REQ
- EMERGENCY_CALL_CONF
- EMERGENCY_CALL_EVENT
- SUPERVISOR_ASSIST_REQ
- SUPERVISOR_ASSIST_CONF
- SUPERVISOR_ASSIST_EVENT
- BAD_CALL_REQ
- BAD_CALL_CONF
- Miscellaneous Messages
- Data Types and Message Constants
- Message Field Data Types
- Message Header Data Format
- NAMEDVARIABLE Data Format
- NAMEDARRAY Data Format
- Floating FieldDataID Values
- DeviceType Values
- LocalConnectionState (LCS) Values
- Call EventCause (CEC) Values
- SystemEventID Values
- ConnectionDeviceType Values
- Audio Codec Type Values
- CallType Values
- Control Failure (CF) Values
- Unified CCX Error Code Values
- Special Values
- Unified CCX Status Values
- Disposition Values
- Error (E) Status Codes
- Reason Codes for Agent State Change
- Message Type Definitions
- System Level Information
- Client Application Development Guidelines
- Configuring a Client Program on Unified CCX
- Debugging a Unified CCX Client Program
- Call-Event Message Flows as Seen in the Log Files
- Client Application Development Guidelines
- Index
- Configuration API Developer Guide
- Preface
- Introduction
- System Configuration APIs
- Advanced Supervisor Capabilities
- Data Structure for Advanced Supervisor Capabilities
- Get Advanced Supervisor Capabilities
- Add, Remove, or Modify Advanced Supervisor Capabilities
- Data Structure for Outbound Campaign Management for Supervisor
- Get Outbound Campaigns Managed by Supervisor
- Add, Remove, or Update Outbound Campaigns Managed by Supervisor
- Data Structure for Application Management for Supervisor
- Get Applications Managed by Supervisor
- Add or Update Applications Managed by Supervisor
- Agent Statistics
- Application
- Data Structure for Application
- Data Structure for ICMPostRouting
- Data Structure for ICMTranslationRouting
- Data Structure for ScriptApplication
- Get List of Applications
- Get Application
- Get Application with Script Parameters
- Create Application
- Modify Application
- Delete Application
- Assign Prompts to Application
- Get Prompts of Application
- Area Code
- Calendar
- Call Control Group
- Data Structure for Call Control Group
- Data Structure for Port Group Configuration Type
- Simple Data Structure Used in Call Control Group
- Data Structure for Call Control Group Job Status
- Get List of Call Control Groups
- Get Call Control Group
- Create Call Control Group
- Modify Call Control Group
- Delete Call Control Group
- Check Status of POST/PUT/DELETE
- Campaign
- Data Structure for Campaign
- Common Data Structure for IVR-Based and Agent-Based Campaigns
- Common Data Structure for Outbound IVR - Progressive and Predictive Campaigns
- Data Structure for Outbound IVR - Predictive Campaign
- Data Structure for Preview Campaign
- Common Data Structure for Outbound Agent - Progressive and Predictive Campaigns
- Data Structure for Outbound Agent - Predictive Campaign
- Get List of Campaigns
- Get Campaign
- Create Campaign
- Modify Campaign
- Delete Campaign
- Modify Campaign State
- Campaign Contacts
- Channel Parameters
- Channel Provider
- Chat Widget
- Contact Service Queue
- Context Service
- Data Source
- DB Purge Schedule Configuration
- DB Purge Now Configuration
- DB Purge Configuration Status
- Dialog Group
- Email SMTP Server Configuration
- Files (Script, Prompt, Grammar, and Document)
- Data Structure for Files
- Create a New Language for Prompt
- Create a New Language for Document
- Create a New Language for Grammar
- Create a New Folder
- Upload Files to a Temporary Folder
- Store Files in Database from a Temporary folder
- Get List for Script Files and Folder
- Get List for Prompt Files and Folder
- Get List for Grammar Files and Folder
- Get List for Document Files and Folder
- Get Script Files and Folder
- Get Prompt Files and Folder
- Get Grammar Files and Folder
- Get Document Files and Folder
- Get FreeSpace and UsedSpace for Script/Prompt/Grammar/Document
- Download Script/Prompt
- Modify Script Folder Name
- Modify File
- Modify Prompt Folder Name or Language Name
- Modify Grammar Folder Name or Language Name
- Modify Document Folder Name or Language Name
- Delete Script Files and Folder
- Delete Prompt Files and Folder
- Delete Grammar Files and Folder
- Delete Document Files and Folder
- HTTPS Trigger
- Outbound General Configuration
- System Configuration
- Prompt Files Path
- Proxy Configuration
- Resource
- Resource Bundle of Locale
- Resource Group
- Skill
- Sip Gateway Configuration
- Standalone Cisco Unified Intelligence Center
- Team
- Trigger
- TTS Provider
- TTS Server
- WrapupCategory
- Advanced Supervisor Capabilities
- Cisco Finesse Desktop and Configuration APIs
- Cisco Customer Collaboration Platform APIs
- Index
- Scripting and Development Series Guide
- Vol1: Getting Started With Scripts
- Preface
- How To Use CUCCX Editor
- Introduction
- Cisco Unified CCX Editor Installer for Windows
- Cisco Unified CCX Editor Web Launcher
- An Example Cisco Unified CCX Editor Window Concept
- About the Cisco Unified CCX Editor Status Bar
- Menu Bar Function Descriptions
- Tool Bar Function Descriptions
- About the Cisco Unified CCX Editor Step Palettes
- How to Create and Customize a Cisco Unified CCX Editor Script
- Defining, Using, and Updating Script Variables
- How to Reorganize the Display of Script Variables in the Editor
- How To Define Local Script Variables in the Cisco Unified CCX Editor
- How To Map a Script Variable to a Subscript Variable
- Using Enterprise Expanded Call Context (ECC) Variables
- How To Define ECC Variables in the Cisco Unified CCX Editor
- The Types of Local Variables Available in the Cisco Unified CCX Editor
- How and Why To Export Variables
- How and When To Configure the Encoding and Decoding of Variable Types
- Using Multiple Values in a Variable
- Validating and Debugging Your Script
- How To Handle Basic Script Errors
- How and Why To Use the CRTP Protocol
- How To Use Cisco Unified CCX Script Templates
- Using Expressions and Expression Editor
- Localizing Cisco UCCX Scripts
- Advanced Scripting Techniques
- Introduction
- Managing Contacts in Your Scripts
- Managing Sessions in Your Scripts
- Using Grammars in Your Scripts
- Using Prompts in your Scripts
- Advanced Error Handling
- About Script Interruption
- Using Different Media in your Scripts
- Using a Voice Browser in Your Scripts
- A Script for Incrementing the Current Date
- A Script Example Showing Timeout or Retry Logic
- The Basic Cisco Unified CCX Script
- Designing a Basic Script
- Working with Multiple Contacts
- Introduction
- An Example Script Template with Multiple Contacts
- The Start Step (Creating a Script)
- Script Variables for broadcast.aef
- The Annotate Step
- The Accept Step
- The Get Contact Info Step
- The Recording Step
- The Play Prompt Step
- The Set numbersToCall Step
- The Call Subflow Step
- The Set numCalls Step
- The Label Step (Call Loop)
- The If Step
- The Set Steps
- The Play Prompt Step
- The Call Hold Step
- The Place Call Step
- The Increment Step (i)
- The Goto Step (Call Loop)
- The Terminate Step
- The Set Contact Info Step
- The End Step
- Introduction
- Designing a Web Enabled Script
- Designing Web_Enabled Client Script
- Designing a Database Script
- Designing Cisco Unified IP_IVR Script
- Introduction
- The Sample AutoAttendant (aa.aef) Script Template
- The Start Step (Creating a Script)
- The aa.aef Script Variables
- The Getting the Contact Information and Setting Up the Prompts
- Determining if the System is ASR Enabled
- Creating and Setting an Error Message Prompt
- Recognizing Input
- The DialByExtn Output Branch of the Simple Recognition Step
- The Successful Output Branch (of Get Digit String)
- Confirming the Caller Input
- Localizing the Prompt Language
- Completing the Input Confirmation
- Transferring the Call
- The DialByName Output Branch of the Simple Recognition Step
- The No Output Branch of the Simple Recognition Step
- The Operator Output Branch of the Simple Recognition Step
- The Concluding Steps of the Script
- Introduction
- Designing Contact-Neutral Scripts
- Introduction
- An Example Contact Neutral (Phone or HTTP) Script Template
- The Start Step (Creating a Script)
- Contact-Neutral Script Variables
- The Accept Step
- The Get Contact Info Step
- The Switch Step
- The HttpContact Output Branch of the Switch Step
- The CallContact Branch of the Switch Step
- The Default Branch of the Switch Step
- Designing Script with TTS
- Introduction
- An Example Text-To-Speech (TTS) Script
- The Start Step (Creating a Script)
- TTS Script Variables
- The Accept Step
- The Set Contact Info Step
- The First Create TTS Prompt Step
- The Play Prompt Step
- The Create File Document Step
- The Second Create TTS Prompt Step
- The Annotate Step
- The Menu Step
- The Terminate Step
- The End Step
- Designing cisco UCCX VoiceXML Applications
- Designing Cisco Unified CCX VoiceXML Applications
- Understanding the Terminology
- A Prerequisite and a Recommendation
- Designing Cisco Unified CCX VoiceXML Applications
- Creating VoiceXML Documents
- Creating Cisco Unified CCX Scripts that Run VoiceXML Documents
- Designing International Cisco Unified CCX VoiceXML Applications
- Cisco Unified CCX VoiceXML Application Troubleshooting Tips
- Designing Cisco Unified CCX VoiceXML Applications
- Designing Scripts for Cisco Unified_IP_IVR
- The Basic Cisco Unified CCX Script
- Designing Cisco Unified GatewayScripts
- Introduction
- Example Cisco Unified Gateway Post-Routing Scripts
- Designing a Generic Recognition Script
- Uninstall UCCX Editor for Windows
- Unified CCX VoiceXML Elements
- Vol2: Editor Step References
- Preface_V2
- Cisco Unified CCX Editor Step Availability
- Cisco Unified CCX Editor Palette Step Descriptions
- Introduction
- General Steps
- Trigger Steps
- Session Steps
- Contact Steps
- Call Contact Steps
- eMail Contact Steps
- HTTP Contact Steps
- Media Steps
- If You Are Upgrading Scripts From a Previous Cisco Unified CCX Release
- Explicit Confirmation Step
- Extended Get Digit String Step
- Extended Play Prompt Step
- Get Digit String Step
- Implicit Confirmation Step
- Menu Step
- Name To User Step
- Play Prompt Step
- Recording Step
- Send Digit String Step
- Simple Recognition Step
- Voice Browser Step
- Generic Recognition Step
- Get Recognition Result Info Step
- Get Recognition Interpretation Step
- User Steps
- Prompt Steps
- Grammar Steps
- Document Steps
- Document Step Types
- Cache Document Step
- Create File Document Step
- Create URL Document Step
- Create XML Document Step
- Get XML Document Data Step
- Keyword Transform Document Step
- Upload Document Step
- Write Document Step
- XSL Transform Document Step
- Make REST Call
- Create JSON Document Step
- Get JSON Document Data Step
- Database Steps
- ACD Steps
- ICM Step
- Java Steps
- Index
- Vol3: Expression Language Reference
- Preface
- About the Cisco Unified CCX Expression Language
- The Language Purpose
- How to Access the Language
- The Language Syntax
- The Language Classes and Interfaces
- Language Code Examples
- Expression Language Terminology
- Operators Used with Prompts and Documents
- Expression Language Keywords
- Expression Language Literals
- Expression Language Data Types
- The Language Variables
- About Conversions in the Expression Language
- Using Expressions and the Expression Editor
- Expression Editor Tool Reference Descriptions
- Friendly Data Types
- Tool Tips
- Array
- BigDecimal
- BigInteger
- Boolean
- Byte
- Character
- Currency
- Date
- Document
- Double
- Float
- Grammar
- Integer
- Java
- Language
- Long
- Miscellaneous
- Prompt
- Script
- Short
- String
- Time
- User
- Index
- Vol1: Getting Started With Scripts
- Customer Collaboration Platform Developer Guide
- Preface
- API Conventions
- Authentication
- Bayesian Filter Training
- Bubble Chat
- Campaign
- Campaign Results
- Campaign Results Count
- GET (Chat Gateway Configuration)
- Chat Feed
- Chat Feedback
- CCE Multichannel Routing
- Email Reply
- IMAP Folder Configuration
- Feed API Commands
- Filter
- Filter Results
- Notification Rule
- Predefined Response
- Proxy
- Public URL Prefix for Chat Invitation
- Purge
- Push Feed
- Reply Template
- Serviceability
- Social Contact
- Socks Proxy
- Tag
- URL Shortener
- XMPP
- Customer Collaboration Platform Server Configuration
- XMPP BOSH Eventing
- Cisco Identity Service Client SDK Guide
- CTI Protocol Developer Guide
- Downloads
- Developer Resources
- Community and Support