Cisco UCCX with REST API Integration : Unlocking Powerful Automation

I am sure anyone who has ever worked on Cisco UCCX and engaged in at least some sort of a development work would not use the words UCCX and API in the same breath. Although UCCX’s agent/supervisor interface called Finesse does offer a bunch of REST API options to play around with but the parent product is pretty limited in its offering of such modern contemporary options. Of course, we can use UCCX’s Admin REST APIs to do some basic administration stuff but if one really wants to interact with UCCX’s database through a 3rd party application then the primary way is going to be traditional ODBC connections.

That’s all fine!! We are not going to spend time lamenting on Cisco’s unwillingness to modernize UCCX over the years. If they haven’t done it till now then they are not going to do it in the future as well especially since CCaaS is poised to completely take over this segment in the near future. The reason I’ve dared to utter UCCX and REST in the same breath is different. Instead of moaning about the lack of serious API options available to access UCCX’s features/database, we will be looking at how the UCCX’s REST option in the script editor can be used to integrate its IVR component with other products through REST APIs. This is going to be a two part series and as always, we will first go through some basics and then follow it up with a practical use case.

If you are not sure what REST is then I’d suggest going through couple of my earlier?posts?where I have explained what REST standard is and what operations can be performed using it. Also, it is assumed that you already have good experience with UCCX Scripting. If you are not comfortable with REST API operations and CCX scripting then this series might not be for you yet.

To explore the article in detail, please head over to the following link