Registering and Enabling Context Service

Cisco Context Service is a cloud-based Omni-Channel solution for Cisco Contact Center Enterprise Solutions. It enables you to capture your customer's interaction history by providing flexible storage of customer-interaction data across any channel.

Various components in the CCE Solution provide out of the box integration with Context Service. Context Service also provides an API for integration with your own applications or third-party applications to capture end-to-end customer-interaction data.

For more information about Context Service and to check service availability, see http:/​​/​​cisco.com/​​go/​​contextservice.

Procedure
    Step 1   Select Context Service from the System menu.
    Step 2   Enter the Proxy Server URL and Timeout in Milliseconds, and click Register.

    Context Service for Task Routing Tasks

    Context Service can store data for Task Routing task contacts. When Context Service is enabled, Customer Collaboration Platform selects pieces of data from an incoming task request and saves it in a POD in the cloud. You can specify the media type of the POD in the task request. If you don't specify the media type, then the media type defaults to "event".

    If you have already saved the task request information in a POD and include that POD reference URL in the task request, Customer Collaboration Platform doesn't create a new POD. Customer Collaboration Platform passes the existing POD ID directly to Unified CCE for use by the Finesse clients.

    When creating a new POD, Customer Collaboration Platform looks up the customer by the author field of the Customer Collaboration Platform social contact. The results of the lookup determine whether the POD includes a customer reference, as follows:

    • If zero or many customers are returned, the POD doesn't include a customer reference.
    • If one customer is returned, the POD includes that customer reference.

    Customer Collaboration Platform populates the following fields from the Context Service cisco.base.pod field set for Task Routing task contacts:

    • Context_Notes: This field is populated with the value of SocialContact.description.
    • Context_POD_Source_Cust_Name: This field is populated with the value of SocialContact.author.
    • Context_POD_Source_Email: To populate this field, Customer Collaboration Platform looks up the email address using the SocialContact.author field.

    Context Service Network Connectivity Requirements

    Context Services uses port 443 (HTTPS).

    Whitelist these URLs in your firewall to allow your Contact Center components to connect to, and receive data from the Internet.

    • *.webex.com

    • *.wbx2.com

    • *.ciscoccservice.com


    Note

    You must use wildcard URLs in your whitelist because Context Service is accessed through multiple subdomains. Context Service subdomain names can dynamically change.

    Configuring Context Service Settings

    Use the Context Service tool in Unified CCE Administration to register Customer Collaboration Platform to the Context Service. For more information about Context Service registration, see http:/​​/​​cisco.com/​​go/​​contextservice.

    Procedure
       Command or ActionPurpose
      Step 1In Unified CCE Administration, navigate to System > Context Service.    
      Step 2 Complete the following parameters and click Save.
      Field Description
      Proxy Server URL

      Optional. If you are using a proxy server to connect to Context Service, enter the URL of the proxy server.

      Request Timeout The amount of time, in milliseconds, that the system waits for a response from Context Service before abandoning the attempt to perform the operation.

      Valid values are 200 to 15000 ms. Default is 1200 ms.

      Lab Mode

      Whether Context Service is in lab mode.

      Default is false (unchecked).

              		 
      Step 3To register with Context Service, click Register.    
      Step 4After a successful registration, you can deregister from the Context Service by clicking Deregister.    
      What to Do Next

      If you configured a proxy server for Context Service, configure the browser proxy with the proxy server URL you specified. Refer to your browser’s documentation for information about configuring proxy settings.

      Enabling the POD.ID Expanded Call Variable

      Enable the built-in POD.ID expanded call variable to send task context data through the system.

      Procedure
         Command or ActionPurpose
        Step 1 Sign in to Unified CCE Administration. Navigate to Manage > Expanded Call Variables.    
        Step 2 Click the POD.ID row in the Expanded Call Variables list.   The Edit POD.ID window opens  
        Step 3 Check the Enabled check box.    
        Step 4 Click Save.