contact center integration withclnv.s3.amazonaws.com/2017/eur/pdf/brkcct-2027.pdf · contact center...

Contact Center integration with Context Service, Tropo, Zendesk, REST APIs and other cloud services

Brian Cole – Technical Marketing Engineer - Massachusetts

BRKCCT-2027

The fundamental problem… is how to achieve

interoperability without complexity…. and that's

extremely difficult to attain.

But it's worth it to try, because the results can be

business changing!!”

Salvatore Collora – Collora Network Services

• Enabling Services

• Context Service APIs

• Task Routing API

• REST APIs

• Zendesk APIs

• UCCX Services

• Conclusion / Q&A

Agenda

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public

Key Session Acronyms

• API – Application Programming Interface• REST - Representational State Transfer• JSON - JavaScript Object Notation

BRKCCT-2027 5

And a new acronym for this session:

“EoT”

The Enablement of Things!

Enabling Services


Enabling Services

Almost every type of a service-providing entity, whether in the cloud or on premise,

offers an API to enable its service

Customer Enablement of Things Agents

BRKCCT-2027 7


How Do Most Customer See APIs?

Context

Dun & Bradstreet

Tropo

Zendesk

Task Routing API (TR)

SFDC

BRKCCT-2027 8


• Common integration framework facilitated via REST API’s

Contact Center API Framework

Context ServiceZendesk Dun &

Bradstreet

SFDC Task Routing API

Cisco REST API

Tropo

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In reality.. It’s as simple as 1, 2, 3

1. Which Service is required

Customer

Service

Requirement

BRKCCT-2027 10

Web Service

2. Where to Enable it

Cloud

Network

3. Which API to use


• Cumulus Motorcycles is a world renowned motorcycle manufacturer with hundreds of distributors/dealers

• When a distributer or dealer communicates with Cumulus, Cumulus requires their Omnichannel Contact Center to know their customer in great detail, whether in self-service and/or when reaching an agent

• Cumulus also requires that:

• All data be logged to Context Service

• All customers be looked up in Dun and Bradstreet

• All notifications (should the customer require it) to be done via SMS, and

• A service ticket created or modified for each interaction.• All this information must also be present on the agents desktop should that call

reach them.

And So… We Begin Our Journey….

BRKCCT-2027 11


Customer Enablement Journey

Voice ServiceSMS

Service

Third

Party

Service

Support

Service

UCCX

Services

CS

(Context

Service)

CS / Tropo

/ TR

REST

CS /

REST

CS /

Zendesk

Interaction with SMS

Dun and Bradstreet

Corporate Lookup

Create / Update

Zendesk Ticket

UCCX Service

Connect with

customers across

multiple channels

Engage with

consistency and

context

Apply appropriate

APIs

BRKCCT-2027 12

Interaction with

Inbound Voice

Context Services


Enabling Services


Context Service – Finesse Gadget

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Context Service - CVPCustomer Lookup

Based on:

• ANI

• Customer Name

• Or any field within the

customer configuration in

Context Service

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Context Service - CVP

BRKCCT-2027 17

Customer Lookup



BRKCCT-2027 18

Customer Lookup


Parsing JSON Data

19BRKCCT-2027

Parsing JSON Data to Populate Variables We’ll Need


Parsing JSON Data

20BRKCCT-2027

Parsing JSON Data to Populate Variables We’ll Need



POD_Read

Pass

• Customer ID retrieved

from customer lookup

Return

• PODID

• Data from that POD

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POD_Read

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POD_Read

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POD_Read

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POD_Add

Pass

• Customer ID retrieved

from customer lookup

• Tags

• Fieldsets

• Context Notes

• URL

• Any pertinent data you

want to display in

Finesse

BRKCCT-2027 25



POD_Add

BRKCCT-2027 26

FieldSets: Built-in and

Custom



Return to ICM

Pass

• PODID

• Any other data we

need to sent to CTI or

to make a call routing

decision

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Return to ICM

BRKCCT-2027 28


Context Service – UCCE Script Editor

Set the POD.ID

• The Finesse gadget will pull in

all the PODs associated with

this customer in chronological

order.

• No need to pass all that data

from CVP

BRKCCT-2027 29


Finesse Gadget Presents Interaction PODs

BRKCCT-2027 30

Makes sense so far??!!



Voice ServiceSMS

Service

Third

Party

Service

Support

Service

UCCX

Services

CS

(Context

Service)

CS / Tropo

/ TR

REST

CS /

REST

CS /

Zendesk


Dun and Bradstreet

Corporate Lookup

Create / Update

Zendesk Ticket

UCCX Service

Connect with

customers across

multiple channels

Engage with

consistency and

context

Apply appropriate

APIs

BRKCCT-2027 31

Interaction with

Inbound Voice

TROPO SMS –TR (Task Routing) API


TR – PCCE / SocialMiner Configuration(in CCE 11.5)

Configure PCCE/UCCE

• Add External Machine

BRKCCT-2027 33


TR – PCCE / SocialMiner Configuration

Configure PCCE/UCCE


• Configure MR PG to SM

• (Media Routing Peripheral Gateway)

BRKCCT-2027 34


TR – PCCE / SocialMiner Configuration

Configure PCCE/UCCE


• Configure MR PG to SM

• MR PG automatically configured within the SocialMiner server!

• Note: This is done automatically after you configure Task Routing in the CCE system!!! No need for you to do it!


Tropo – SMS - TR

What you need to do:

• Create Account on Tropo

• Obtain a Number and API Key

• Specify your REST URL on your Java Web App Server where the incoming SMS will be sent to

• Be sure your target app server is reachable from the public Internet


Tropo – SMS - TR

BRKCCT-2027 37


Tropo – SMS - TR

BRKCCT-2027 38


Tropo – SMS - TR

SMS:

Hi, this is Michael Littlefoot. I

cracked my windshield and

wanted to get information on

my warranty.

2

Agent Request

1

3Done. The expected

wait time is 3

minutes

BRKCCT-2027 39


ICM Routing Script

To Queue / Select Agent

HT

TP

Po

st to

So

cia

lmin

er

Socialminer

Java Web

App Server

Tropo – SMS - TR

SMS:




my warranty.

BRKCCT-2027 40


Tropo – SMS - TR

Java Web

App Server

ICM Routing Script


HT

TP

Post to

Socia

lmin

er

Socialminer

SMS:




my warranty.

In Java Web App..

BRKCCT-2027 41


Tropo – SMS - TR

Java Web

App Server

ICM Routing Script


HT

TP

Post to

Socia

lmin

er

Socialminer

SMS:




my warranty.

Task Routing output log..

BRKCCT-2027 42


Tropo – SMS - TR

Java Web

App Server

ICM Routing Script


HT

TP

Post to

Socia

lmin

er

Socialminer

SMS:




my warranty.

Task Routing code within the App Server

BRKCCT-2027 43

Note: This customer information is hard

coded here.

This would normally be derived from a Context

Service API call, but we’re hard coding it

here for clarity.


• Add the PODs

• We could either:• Utilize the Context Service SDK within the Java App Server to Add PODs or to

update PODs relating to this customer and interaction (via REST Call)

or

• Utilize SocialMiner’s Task Routing capability to write the PODs

BRKCCT-2027 44

Tropo – SMS - TR Adding the SMS interaction POD to Context Service

Let’s look at this 1st option - using the SDK


What we need to do:

• Obtain Context Service SDK from DevNet

• Compile and Link into our Tropo Application (Java Web App Server)

• Call the CreatePod function

BRKCCT-2027 45

Tropo – SMS - TR Adding the interaction to Context Service



Voice ServiceSMS

Service

Third

Party

Service

Support

Service

UCCX

Services

CS

(Context

Service)

CS / Tropo

/ TR

REST

CS /

REST

CS /

Zendesk


Dun and Bradstreet

Corporate Lookup

Create / Update

Zendesk Ticket

UCCX Service

Connect with

customers across

multiple channels

Engage with

consistency and

context

Apply appropriate

APIs

BRKCCT-2027 46

Interaction with

Inbound Voice

REST API

Use Case:

• Looking up financial information regarding the customer’s credit status - using Dun & Bradstreet


• Initiate a Hello session to D&B

• Receive a token back, and save that for further communications

BRKCCT-2027 48

REST API Call to Dun & Bradstreet Steps


REST – CVP – Dun and Bradstreet

Send Hello to D&B to initiate a session with D&B

BRKCCT-2027 49



Send Hello

BRKCCT-2027 50

Note: These are the “required headers” that we received from D&B

when we initiated use of their service.



Send Hello

BRKCCT-2027 51

Info in the response_body string will tell us how to authenticate to D&B


REST – CVP – Dun and Bradstreet“Postman” Output

BRKCCT-2027 52

Debug tool within a Chrome browser:

Authentication Detail provided. This is the token that we will use in further

communication with D&B



Parse the Response

BRKCCT-2027 53

Parse for thisAssign it to this

We parsed the response and then stored it as Token to use in

subsequent calls to D&B



Parse the Response

We used JSON Path Expression within CVP to find the token within the D&B response and save it as the variable

named “Token”



Parse the Response

We were looking for a Field called AuthenticationDetail, then looked for

the Child of that field called Token



Parse the Response

BRKCCT-2027 56

From CVP Logs



Setup REST Call

BRKCCT-2027 57

Defined sendURL to make another REST call to D&B



Send REST Request



59BRKCCT-2027

Results of D&B GET



Voice ServiceSMS

Service

Third

Party

Service

Support

Service

UCCX

Services

CS

(Context

Service)

CS / Tropo

/ TR

REST

CS /

REST

CS /

Zendesk


Dun and Bradstreet

Corporate Lookup

Create / Update

Zendesk Ticket

UCCX Service

Connect with

customers across

multiple channels

Engage with

consistency and

context

Apply appropriate

APIs

BRKCCT-2027 60

Interaction with

Inbound Voice

Zendesk API


Zendesk API

Get Previous Ticket

BRKCCT-2027 62

Checking to see if this customer has had a previous ticket on Zendesk


Zendesk API

Get Previous Ticket

BRKCCT-2027 63

REST Client settings to match Zendesk requirements


Zendesk API

Get Previous Ticket

And we’ll get back a response_body


Zendesk API

Parse Response

BRKCCT-2027 65

Again, we’ll parse the response from Zendesk


Zendesk API

Parse Response

BRKCCT-2027 66

Parse for thisAssign it to this

And store it in TicketInfo


Zendesk API

Parse Response

Again, using JSON Path Expression to parse the response looking for

ticket.id


Zendesk API Play Ticket Info

BRKCCT-2027 68

And we’ll play a message to

the customer letting them

know their case number.


Zendesk API Play Ticket Info

Playing what was stored in TicketInfo


Zendesk API

Send Customer SMS with Ticket Info

BRKCCT-2027 70

Then we will move to the SMS

portion of our CVP app to send

the customer an SMS with their

case number, using Tropo to

sent it out


Zendesk API - SMS Notification

Set Message to Send

BRKCCT-2027 71

Just doing another REST

Call, but this time to Tropo


Zendesk API - SMS NotificationSet Message to Send

BRKCCT-2027 72

Variables defined to talk to Tropo.

Note, the phone number is hard coded

here for simplicity, but it would normally

be another variable identifying the

customer’s ANI.


Zendesk API - SMS Notification

Set Message to Send

Token was received via the

Tropo web app this time.

Then entered into the Token

variable manually.


Zendesk API

Set Message to Send

BRKCCT-2027 74

Solution

Tag

Builder


Zendesk API

Set Message to Send

BRKCCT-2027 75


Zendesk API

Set Message to Send

BRKCCT-2027 76

Final REST Call definition


Zendesk API

Adding a Context Service POD now

BRKCCT-2027 77

Context Service POD added

for this customer for the

SMS we just sent out.

Easy enough??



Voice ServiceSMS

Service

Third

Party

Service

Support

Service

UCCX

Services

CS

(Context

Service)

CS / Tropo

/ TR

REST

CS /

REST

CS /

Zendesk


Dun and Bradstreet

Corporate Lookup

Create / Update

Zendesk Ticket

UCCX Service

Connect with

customers across

multiple channels

Engage with

consistency and

context

Apply appropriate

APIs

BRKCCT-2027 78

Interaction with

Inbound Voice

UCCX Services


UCCX – Context Service Customer Lookup:

• Based on ANI or any other type of info

• Result in a ‘customers’ Array


UCCX - Context Service Get Customer Information:

• Extract Customer ID

• Customer ID to be used with PODs


UCCX - Context Service Retrieve the PODs associated with the Customer:

• Customer ID

• Number of PODs to be retrieved

• Store in CustPods Array

BRKCCT-2027 82


UCCX - Context Service Extract Details from the PODs:

• Select Criteria we are interested in

• Retrieve the POD ID in case we need to update this POD

BRKCCT-2027 83


UCCX - Context Service Update PODs:

• Add any Tags

• Specify the FieldSets

• Add information to the POD details


UCCX - Zendesk Zendesk REST call to update ticket:

• Insert information from PODs

• Update any new information

• Retrieve the ticket number

BRKCCT-2027 85

This info from a JSON template for Zendesk goes into the “ticketRest” string variable

JSON template for Zendesk


UCCX - Zendesk REST API call:

• We have setup the details previously

(Info from JSON Template)

(Parsed automatically!)

(Parsed automatically!)


UCCX – Context Service Create the “Current Activity” POD:

• Use defined FieldSets

• Ensure all information is added in order to show it in the Finesse gadget

Live UCCX Demo

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKCCT-2027

Let’s Play Who Wants to be a Millionaire!!!

Actually… we can’t offer you a million euros of course…

but there is a nice little prize if our volunteer gets all 4 correct!

Need 1 volunteer to play

90

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public1 €1002 €2003 €3004 €500

6 €2,0007 €4,0008 €8,0009 €16,000

11 €64,00012 €125,00013 €250,00014 €500,000

5 €1,000

10 €32,000

15 €1 MILLION


A. Microsoft Paint

Which API tool did we use to test our

REST APIs?

B. Facebook

C. Twitter D. Postman


A. Microsoft Paint

Correct!!

B. Facebook

C. Twitter D. Postman


6 €2,0007 €4,0008 €8,0009 €16,000

11 €64,00012 €125,00013 €250,00014 €500,000

5 €1,000

10 €32,000

15 €1 MILLION


A. Tropo ID

What did we need to return to ICM in order to

populate the CS Gadget with all the customer

POD data?

B. POD ID

C. Dun & Bradstreet ID D. Zendesk ID


A. Tropo ID

Correct!!

B. POD ID

C. Dun & Bradstreet ID D. Zendesk ID


6 €2,0007 €4,0008 €8,0009 €16,000

11 €64,00012 €125,00013 €250,00014 €500,000

5 €1,000

10 €32,000

15 €1 MILLION

BRKCCT-2027


A. Pliers

What easy method did we use to parse JSON

data within CVP?

B. Hammer

C. JSON Path Expressions D. Assembly Code


A. Pliers

Correct!!

B. Hammer

C. JSON Path Expressions D. Assembly Code


6 €2,0007 €4,0008 €8,0009 €16,000

11 €64,00012 €125,00013 €250,00014 €500,000

5 €1,000

10 €32,000

15 €1 MILLION


A. Base64 & ASCII

What two data formats are primarily used within

a REST call?

B. ASN.1 & ISO8891

C. JSON & XML D. ODBC & JDBC


A. Base64 & ASCII

Incorrect : (

B. ASN.1 & ISO8891



A. Base64 & ASCII

Just kidding…

Correct!! : )

B. ASN.1 & ISO8891


The fundamental problem… is how to achieve

interoperability without complexity…. and that's

extremely difficult to attain.

But it's worth it to try, because the results can be

business changing!!”

Just Remember…


• JSON Path Expression Tester: https://jsonpath.curiousconcept.com/

• Cisco CVP Element Specification Guide: http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp11_0/programming/guide/CCVP_BK_1CB723EE_00_1101-element-specification-guide.html

• Cisco UCCX Programming guide: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/guide/EditorSeriesVol2.pdf

Additional Resources

BRKCCT-2027 106

https://jsonpath.curiousconcept.com/

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp11_0/programming/guide/CCVP_BK_1CB723EE_00_1101-element-specification-guide.html

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/guide/EditorSeriesVol2.pdf


Just Remember….

• Service enablement is integrating services via APIs

• Whether it is UCCE/CVP or UCCX there is a broad range of APIs to satisfy customer requirements for integration

• Almost every customer third party integration has an API that we can interface with

Call to Action!!

No Reason to not WIN!

BRKCCT-2027 107


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108BRKCCT-2027

CiscoLive.com/Online


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• Demos in the Cisco campus

• Walk-in Self-Paced Labs

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109BRKCCT-2027


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Use Cisco Spark to communicate with the Speaker and fellow participants after the session

Download the Cisco Spark app from iTunes or Google Play

1. Go to the Cisco Live Berlin 2017 Mobile app

2. Find this session

3. Click the Spark button under Speakers in the session description

4. Enter the room, room name = BRKCCT-2027

5. Join the conversation!

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110BRKCCT-2027

Thank You

contact center integration withclnv.s3.amazonaws.com/2017/eur/pdf/brkcct-2027.pdf · contact center...

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