UCCX Integration with Fusion Palettes

Introduction

This article explains the main components required to enable the integration of the Unified Contact Center Express (UCCX) with Fusion Palettes.

Note that this document is not a guide on how to create an UCCX script, but rather a high level description of the main pieces of configuration necessary to establish a communications link between UCCX and Palettes. 

The following sections describe the configuration within both Palettes and UCCX to allow the integration of these entities.

 

Please note the scripts attached are only compatible with Palettes 2.0 or earlier, not 2.1 or later. Contact us for newer versions.

 

Palettes Configuration

There are 3 artefacts that need to be deployed onto the Palettes server which will enable Palettes to integrate with UCCX.

  1. A Palettes client application - this will send data to UCCX via the UCCX Adapter. The sample Javascript client that is shipped with Palettes has been updated to communicate with the UCCX Adapter, and is attached below (uccx_sample_client_js.war)
  2. The UCCX Adapter - this component is deployed via the Palettes installer and is the element that will communicate with UCCX
  3. The UCCX Adapter's configuration component

The configuration component is a WAR file (e.g. uccx_adapter_sample_appconfig.war) that is deployed manually and identifies the Adapter for which its configuration applies.

This WAR file also defines the following:

  1. the UCCX script URL (e.g. http://<UCCX_IP>:9080/palettes). This URL specifies the host and port which Palettes will use to communicate with UCCX. It also contains the name of the HTTP trigger which has been configured within UCCX to invoke the appropriate UCCX script (in the example above, the HTTP trigger is named: palettes). This configuration is in the services.xml file.
  2. the name of the Palettes Application to which a customer-side client application should connect (the default is: uccxadapter). A 'Palettes Application' is simply a conceptual association between an Adapter and its configuration component
  3. the name of the UCCX Adapter's service that a customer-side client application can connect to prior to sending data to Palettes. The default service name is: data
  4. the name of the UCCX Adapter's datasource associated with the service which a customer-side client application can use when sending data to Palettes. The default value is referred to as: main

Although the deployment order is not important, once both the UCCX Adapter and its associated configuration component have been deployed, Palettes creates an instance of the UCCX Adapter using the defined configuration.

It is at this point that the Adapter exposes the configured service to any customer-side client applications. 

 

UCCX Configuration

  1. A UCCX Contact Service Queue needs to be defined with at least one agent associated with it.
  2. UCCX Script - The screenshot below shows an example of a UCCX script for handling the Palettes interaction. The complete script, which is attached below (PalettesSetValuesUccx.aef), needs to be deployed to the UCCX as follows:
  • Upload the script to UCCX and define an application (which represents an instance of the script)
  • 2 application triggers need to be defined - a HTTP trigger and a Telephony trigger
    • Once the HTTP trigger (e.g. named 'palettes') is defined, UCCX will make the application available for invocation via HTTP clients via its default port - 9080. The trigger's name must be entered into the app-config's services.xml (as described above) and will be used by the Palettes UCCX Adapter to send context data to UCCX
      • Along with all the list of Key-Value paired data that Palettes will send to UCCX, one key MUST be named 'caller' and its value MUST be that of the customer's ANI which the UCCX will see when the customer dials into the UCCX using the configured telephony trigger
    • The telephony trigger is a phone number which when routed to the UCCX will invoke this UCCX application and provided the ANI of the incoming call and the data stored against the 'caller' key match, the context data sent from Palettes will be sent along with the call to the next available agent

 

 

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