Introduction

This document describes the Cisco Unified Contact Center Enterprise (UCCE) Application Gateway interface. The application gateway is a mechanism for interfacing the UCCE Call Router to an arbitrary customer application. The call router, under control of the script editor, will be able to make queries of a host, and base subsequent routing decisions on the results obtained. This could include:

• Controlling where and how the call is routed

• Passing arbitrary data to the site receiving the call (via translation routing)

The Enterprise Application Gateway interface is a TCP/IP socket based protocol. There is no SDK for this interface and therefore a developer is required to write directly to the socket layer.

Benefits

The benefits of using the Enterprise Applicaiton Gateway protocol are:

• Control where and how the call is routed

• Pass arbitrary data to the site receiving the call (via translation routing) when it is not possible through CTI

• Retrieve additional call (caller) context data to determine further call processing

• Execute transactions on a back-end system, for example during a script controlled IVR self-service application

Enterprise Application Gateway Call Flow

The following diagram illustrates the basic Enterprise Application Gateway Contact Sharing call flow.