Courtesy CallBack API

The Courtesy Callback (CCB) feature is available in Unified CVP. Courtesy Callback reduces the time callers have to wait on hold/in queue. The feature allows the system to offer callers who meet certain criteria, for example, callers with the possibility of being in queue for more than X minutes, the option to be called back by the system when the wait time would be considerably shorter.

Courtesy CallBack feature of CVP can be configured through PCCE UI. The configured data persist in AW DB and then synchronized to the CVP Call Servers of the site through the CCB API.

URL

To associate the Unified CVP Reporting Server. The Unified CVP Reporting Server IP address is saved in AW DB, and synchronized to realtimedb.properties of all the CVP Call Servers present in a site. https://<server>/unifiedconfig/config/ccb/{datacenter}

Operations

  • get: Returns the IP address or hostname of the CVP Reporting Server, using the URL: https://<server>/unifiedconfig/config/ccb/{datacenter}.

  • update: Updates the IP address or hostname of the CVP Reporting Server.

Parameters

  • reportingAddress: Required. IP address or hostname of the Cisco Unified CVP Reporting Server in PCCE Inventory. The value can be null or empty. If the value is not empty, you must provide a valid IPv4 or IPv6 address.

Example Get Response - CVP Call Server

Code Snippet
Copy<?xml version="1.0" encoding="UTF-8"?>
<CCB>
<reportingAddress>10.10.10.10</reportingAddress>
</CCB>

Following are the REST responses received when the REST API runs to configure the Courtesy CallBack:

  • Success - Configuration changes persist in AW DB and synchronized with CVP Call Server.

    Code: 200

    Response: Successfully saved

  • Partial Success - Configuration changes persist in AW DB, but failed to synchronize with CVP Call Server.

    Code: 201

    Response: Configuration update failed for one or more devices. (This occurs when the AW DB is updated but Sync with CVP failed.)

    Code: 503

    Response: The server is currently busy. Please try again later. (This occurs when data synchronization to a device is in progress.)

    Example API error:
    Code Snippet
    Copy<apiErrors>
<apiError>
<errorMessage>Configuration update failed for one or more devices.</errorMessage>
<errorType>PARTIAL_SUCCESS</errorType>
</apiError>
</apiErrors>

  • Failure- The configuration updates to AW DB is failed.