UCCX Integration with ITSM Tool

Dear
We are running Cisco UCCX 8.5 in our environment. We are in process of integrate the ticketing system with Contact Centre.
Our developer needs to develop connector between Agent and Heat Service Management to get data depend on Caller ID
When phone rings, we need to get caller id to show popup screen with customer data and history from our system
how CISCO help us with this issue to get caller id by service or api.
Kindly suggest the best way to do it or if anyone has done it please guide us.
Regards
M Taha

There are a few ways of doing it but you should be aware that most of these are due to be deprecated when Cisco replaces CAD with Finesse, a browser-based OpenSocial UI. A specific timeline for this is not publicly available; you can speak with your Cisco AM/SE to get additional details. It is not yet clear which integration options will exist through Finesse. Almost all of these options require Premium licensing.
Send an HTTP GET/POST event from within the AEF script. You would need to adjust your Select Resource parameter Connect = no. This would change the Connected branch to a Selected branch. You need to embed a Connect step within it; however, you can add HTTP steps prior to that which can push a URL containing the agent username and the caller ID for example. This has the advantage of making CAD irelevent.
Utilizing CAD gives you several additional options. These are explained in detail in the CDA User Guide (starting around page 97)
Send an Inter-Process Call event to the other local application
Run a keystroke macro to copy and paste variable data into another window.
Launch an external application (including command-line switch options)
Send an HTTP GET/POST message using the CAD Integrated browser
Please remember to rate helpful responses and identify helpful or correct answers.

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