Web callback with UCCX

Question

What is needed to offer web callbacks with UCCX? Premium Edition? Outbound?....
Thanks

Answer 1

What you are looking for is an inbound contact workflow, and not an outbound one.  The outbound subsystem/campaigns are too limited to dynamically build outbound contact lists, and dynamically run on demand.
Technically, there are only two ways to trigger a script externally from an inbound perspective:
A phone call to the JTAPI trigger (CTI Route Point)
An HTTP GET or POST to the HTTP trigger (A URL)
With that said, only the HTTP trigger requires premium, the phonecall option works on all licensing models.
And with that said, placing a phone call into UCCX from anything other than a phone is very challenging.  Your talking CTI toolkit programming stuff right there.  I wouldn't touch it if I didn't have to. It could be costly.  For illustrative purposes, let's just say it would cost X.
The HTTP triggered application is easier to deploy, but requires premium.  And if you upgrade your licensing to premium, you pay for the ports (2 ports for every 1 agent you buy).  As an example, say you have 50 Agents today, and you're using 300 ports on your server.  Recall that you don't pay for standard or enhanced ports.  You would need to purchase 50 enhance to premium upgrade licenses and 100 full premium licenses in order to keep your port count the same.  That could be cost Y.  But don't forget that you woulnd't just count the HTTP trigger benefit in the cost, you also get the email subsystem, databse subsystem, custom java capabilities (if from STD to PRE), etc.
If cost X is less than cost Y, then you might take the challenge of placing a JTAPI phone call to your trigger programmatically from the web server.
If cost Y is less then cost X, then you might upgrade to premium and go the HTTP trigger route.
If cost is not an issue, then I would suggest the premium upgrade route.  It's easier, and you enhance your system more than just the HTTP trigger thing.
I really do hope that helps you understand your options.  How you would go about building all of this is a different subject.  I would first start with understanding HTTP triggers, then managing Contacts within a script, and finally the ACD subsystem.  With just those three things you could implement what you are looking for.  I should also mention that you do not need the UCCX platform to handle the UI on the web page.  Instead, have your web developers perform something called an AJAX call to your http trigger, where you simply return a pass or fail, so they can tell the user if it worked or not.
Good luck and happy researching.
Anthony Holloway
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