API TechSummit2023 Amsterdam Yarek

Webex Contact Center APIs
Programmatic Contact Center & Developer Portal
Yaroslav Konstantin
Contact Center Business Unit UCCE TAC
March 2023
Agenda • API Fundamentals
API terminology
• All New Webex CC APIs

Reimagining the Contact Center where anything is possible
• Developer Portal, New features

Overview of developer portal, new features
• OAuth2
Understanding the access mechanism
• Use Cases
What is possible using these API’s, Live demo.
• Road Map, Sample & Support

What’s next and where to get help
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
00
API Fundamentals
Lightning Round – Acronyms!
Demystifying Terms
Representational State Transfer
RESTful
GET,POST,PUT,DELETE.
Going to a website is a REST GET call.
Signing up to a website is a POST call.
Editing the information provided during sign up is a PUT API call.
Deleting your profile from that website is a delete API call.
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Demystifying Terms
HTTPS POST Event to your App
Webhooks
Asking someone to let you know when Bob

arrives. When Bob arrives, you get informed so
that you can greet Bob.
Demystifying Terms
Full Duplex HTTPS 1.1 Upgrade
Websockets
Is like either listening to the radio (one way) or

talking on the phone (two way), it is a
dedicated communication channel that is used
to stream data.
Demystifying Terms
gRPC Remote Procedure Call
gRPC
Universal remote control that allows different
servers
to work like they are the same server
OR asking your teammate to do a task for you.
Demystifying Terms
HTTP 429 - Too Many Requests
Rate Limiting
Like a circuit breaker, it stops the flow of

requests to protect the system.
Demystifying Terms
Codes: Client 4xx Server 5xx
Client-Server
Think Customer << >> Provider

Client Requests
Server Responds
Demystifying Terms
JavaScript Object Notation
JSON
Dictionary style list of lists – OR a moving box

that can have additional boxes inside which
contain other items.
Addressed like Truck.box[0].officesupply.pens.
Demystifying Terms
Graph Query Language
GraphQL
Lets you “ask a question” = only receive the details that you
want.
Can configured to access more than a single object type
“AutoMagically ask the right people”.
It will only let you ask for information that it has.
--Your API CSM --
Demystifying Terms
Open Authorization 2
OAuth2
Uses Tokens instead of passwords.
Like Airbnb - owner uses their “key” to create a door code.
You use that to access the property.
When the code expires, you no longer have access, and
you never touch the owner’s key!
API = Contract = Specification
Functionality. Backward Compatible. Constraints detailed.
Authentication
Community
Documentation Specification Authorization
& Support
Accounting
Schema Terms of Service Rate Limits Examples
Self—Service development. Build innovative solutions. Application extensions that Differentiate.
01
New API Platform – Flexible & Extensible
• Customize every • Integrate into

step of the customer existing business
and agent journey applications and
tools
• Build new features • Track and improve

that extend the 15 KPIs
existing out-of-box
features
APIs Available today
Configuration
Reporting
Agent Webhooks
Call Control
Journey
Configuration APIs
Address Book Global Variable
Agent Profile Multimedia Profile
Audio files Out dial ANI
Auxiliary codes Site
Queue Skill
Desktop layout Skill Profile
Dial Number Team
Dial plan User Profile
Entry point Work Types
Users
(Automated provisioning, Create/Read/Delete/Update

operations)
Reporting API
• GraphQL/Search.
• Raw data access to analyzer.
• Get only what you want.
• ANI, Agent.
Webhooks
Subscribe to webhook in order to receive events
• Events from server to client

• One way, Opposite to APIs
• Subscribe
Agent APIs
• WebSocket.
• Subscribe to WebSocket to get URL <-> start listening.
Call Control APIs
Journey APIs
• Store/Retrieve customer data.
• Configure JDS Objects.
• Store journey events.
• Retrieve journey events (historic/Realtime).
02
Developer Portal
developer.webex-cx.com
Global, single, unified URL, New features
Try it out – on developer portal, defaults to the Region
API Root URLs – Ensure you’re using the right region’s URI
Region Developer Portal Region API Root URL
US,ANZ, UK, US https://api.wxcc-us1.cisco.com

https://developer.webex-cx.com/
EU
ANZ https://api.wxcc-anz1.cisco.com
UK https://api.wxcc-eu1.cisco.com
EU
https://api.wxcc-eu2.cisco.com
(Frankfurt)
Start Here!
• Overview and general information
• Quick links for easy navigation
• Samples and Help
• API Reference
Create Your App
• Building secure connection to your App
• One integration for multiple Apps
All You Need to Know to make an API Call
• What Endpoint does?
• Supported methods?
• Can we try it out? Yes we can!
Click Here!
Sample Code and Try Out
• Syntax
• End Point path and query parameters
• Sample Code
• What Response to expect?
• Different variants of the request
• Response Codes
• Auto populated Access Token
• What token? Any ideas whose token is this?
• Auto populated Organization Id in Parameters
• Call API directly from Developer Portal!
• Response with the Code
• Convenient and Easy!
Get Only What You Need
• Schema is subjected to changes
• Search supports
• tasks: corresponds to CSR Analyzer data
• Search supports
• taskDetails: corresponds to CAR Analyzer data
• Search supports
• taskDetails: corresponds to CAR Analyzer data
• agentSession: corresponds to ASR Analyzer data
Query....
• Searching a task
Query....
• Providing time range
Query....
• Filter is optional
Query....
• Requested fields
Query....
• Requested fields
• Result
Change log, New features
• Changes Portal is going through.

• NEW API being released
• CHANGES to existing API to avoid breakage.
• Information on GUIDES and DOC changes.
• GitHub SAMPLES
1) Install chrome extension
2) Go to https://developer.webex-cx.com/documentation/api-changelog
Click on RSS feed.
3) New tab will open using chrome extension.

Click follow.
4) Any updates on change log will be sent to your browser.
03
Understanding OAuth2
Webex OAuth2 Mechanism – Overview
• Create an integration to obtain clientid and

client secret.
• Once you obtain an Org’s access_token and

refresh_token, you can access their data.
• Use the refresh_token before expiry (12

hours) to get another access_token
OAuth2 Access Token Flow
• User Profiles and Scopes
Webex Common apply.
Identity • You need a Contact Center
(Login with Webex) Administrator Role to Read
and Write to all endpoints.
Your
Application Webex Contact Center APIs
api.wxcc-eu2.cisco.com/v1/tasks
1 api.wxcc-eu2.cisco.com/v1/captures
Create integration
The User first Reaches Your App api.wxcc-eu2.cisco.com/v1/search
https://your-app.com
Your App then redirects the user to Webex
Webex Common With the Client ID, Scopes needed
2 Identity
(Login with Webex) config config_read config_write
Your
1 api.wxcc-eu2.cisco.com/v1/captures
api.wxcc-eu2.cisco.com/v1/search
User is Greeted
Webex Common
Identity with the “Webex Login” Screen
(Login with Webex)
Signs in!
Your 3
api.wxcc-eu2.cisco.com/v1/captures
Webex Common
Identity
(Login with Webex)
Your 4
Webex Redirects api.wxcc-eu2.cisco.com/v1/tasks
back to the “Redirect URI” api.wxcc-eu2.cisco.com/v1/captures
of your App with the api.wxcc-eu2.cisco.com/v1/search
”Authorization Code”
Webex Common
5 Identity
(Login with Webex)
access_token
Your Your App reaches out to

Application Webex to Request an
Access Token
Webex Common
Identity
(Login with Webex)
Your 6
Your App uses the access_token api.wxcc-eu2.cisco.com/v1/search
to access the Webex CC APIs
Webex Common
Identity
(Login with Webex)
Your
6
7 api.wxcc-eu2.cisco.com/v1/search
Data is returned to the App,
as long as the access_token is valid
Before the refresh_token expires,
Webex Common the app can continue to ask
Identity for access_tokens in the background.
(Login with Webex)
Your … Data ..
8 api.wxcc-eu2.cisco.com/v1/search
The user enjoys the additional capabilities
provided by your Application
04
Use Cases
Handling an Emergency situation
Use case – Handling an Emergency situation.
Consider a scenario where a supervisor needs ability to change routing decision during
an emergency without accessing admin portal.
Start Flow Main IVR Menu Queue
Emergency IVR
Use case – Handling an Emergency situation.
Consider a scenario where a supervisor needs ability to change routing decision during
an emergency without accessing admin portal.
Condition
Start Flow GV = False Main IVR Menu Queue
GV = True
Emergency IVR
• How it can be done with API help?
Use case – Handling an Emergency situation
Webex Contact Center
Flow
Start Flow
Entry Point
1 2 3
Collect
Digits 2 Condition HTTP Request
Supervisor
Global Variable
Toggle
Webex CC
API
4
Webex
Connect
Step 1: Map a flow to EP
Step 2: Authorize the request
Step 3: Invoke Webex Connect Webhook
Step 4: Update Webex Contact Centre Configuration
Callback from website
Use case – Callback from website, how ?
1) Client: The website where the user is making the request from.
Client
2) POST request from client to backend server.
(Can see request data in browser console)
3) Backend server - To receive the POST request.
4) Backend server - Call Webex cc task callback API to initiate callback request.
Wait for response code and continue accordingly.
Backend Server
Name, Email, Callback Reason Attributes

API server
Phone Number Destination
Preferred agent callback
Use case – Preferred agent callback, how?
• Request from a website
• Programmatically pull agents
• Initiate a POST request to task
API with outboundType as ‘EXECUTE_FLOW’ in re
quest Body and EP ID of the inbound entry point to
trigger QtoAgent Flow.
•• Flow with preferred agent routing and a
flow variable that will receive agent email ID.
Fully Custom agent
desktop
Use case – Fully custom Agent desktop app
• Create a custom desktop mobile application.
• Agent and call control API’s
REST
Client Server
WebSocket
Server Client
Wallboard
Use case – WallBoard
• Showcase data which is not present on stock dashboard.
• Another example: Pull abandoned calls in last 2 minutes.
Use case – WallBoard
• Making a backend API calls every X seconds from browser.
• Design the query depending upon the data you would like to see on wallboard.
• Token management to rotate access token every 10 hours.
• POST API call to API GW (authorization, rate limiting)
• Call to Backend service group.
Browser(Client)
API GW DB
/activeCalls:4000
Backend server
• GraphQL query
• Token management
Query…..?
Query…..?
Query…..?
Query…..?
Query…..?
Response…..?
05
Availability & Roadmap
Developer Experience Roadmap (Jan’23)
Available Today Coming Soon

• Detailed API reference, guides and getting started Developer Portal
documents • Organize API by use cases
• API flavors supported – REST, gRPC, GraphQL, • Marketplace – Apphub
Webhook events
• Sandbox
• SDKs (Desktop JS SDK)
• Search functionality
• Sample code and API calls in 6 variants (cURL,
JavaScript, Java, C#, Python, Go)
• Embedded interactive editor & try it out. Contact Center APIs
• Changelog and Subscription • Flow Import/Export APIs
• Partner Showcase • Bulk Data Export APIs
• Support (FAQs, Developer Community) • Outbound Dialer APIs
• Github Sample code & Demos • Supervisor Desktop APIs
06
Samples & Support
API Use case Samples Available on GitHub
• GitHub Repo – CiscoDevNet
webex-contact-center-api-samples
• Sample Code - Clone
• ReadMe – Environment.
• Video Tutorials - Use Cases, API, code
https://github.com/
CiscoDevNet/
API Use case Samples Available on GitHub
• Checkout out the GitHub – CiscoDevNet
repository:
• Sample Code
• ReadMe
• Video Tutorials
• Use Cases
https://github.com/
CiscoDevNet/
webex-contact-center-api-
samples
Support
• Break fix.
• API working and no longer works.
• Provide tracking ID from dev portal.
Webex Contact Center APIs Support Community
Cisco Community > Technology and Support > Developer Hub > Developer Collaboration > Contact Center
• Consulting, Support community

• Various discussions available already
Webex Contact Center APIs Support
For anything related to API specific Q&A and support open a ticket
using the following method:
Email: wxccdevsupport@webex.com
OR
Form: https://devsupport.webex.com/hc/en-us/requests/newchoose
*The above form will show up soon inside our dev portal
Sandbox, Coming soon
Takeaways
• Go to developer.webex-cx.com
• Login with a WebexCC Admin
• Try out the APIs live & use the
access_token for 12 hours -> In
a Demo!
• Check out the samples on
GitHub
• Participate in the Cisco
Developer Community
• Try out lab.
References
• Developer Portal: https://developer.webex- Portal
cx.com/ https://developer.webex-cx.com/
external
• Desktop SDK: https://developer.webex-
cx.com/documentation/guides/desktop
Support Mailer
• Partner Community:
https://community.cisco.com/t5/contact- wxccdevsupport@webex.com
Guidance – Use Developer Community
center/bd-p/j-disc-dev-contact-center
• GitHub Samples:
https://github.com/CiscoDevNet/webex-
contact-center-api-samples

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Webex Contact Center APIs

Programmatic Contact Center & Developer Portal

• All New Webex CC APIs

• Developer Portal, New features

• Road Map, Sample & Support

Asking someone to let you know when Bob

Is like either listening to the radio (one way) or

Like a circuit breaker, it stops the flow of

Think Customer << >> Provider

Dictionary style list of lists – OR a moving box

Schema Terms of Service Rate Limits Examples

Self—Service development. Build innovative solutions. Application extensions that Differentiate.

• Customize every • Integrate into

• Build new features • Track and improve

(Automated provisioning, Create/Read/Delete/Update

• Events from server to client

• Store/Retrieve customer data.

• Configure JDS Objects.

• Store journey events.

• Retrieve journey events (historic/Realtime).

Region Developer Portal Region API Root URL

US,ANZ, UK, US https://api.wxcc-us1.cisco.com

• One integration for multiple Apps

• What token? Any ideas whose token is this?

• Auto populated Organization Id in Parameters

• Call API directly from Developer Portal!

• Convenient and Easy!

• agentSession: corresponds to ASR Analyzer data

• Changes Portal is going through.

Click on RSS feed.

3) New tab will open using chrome extension.

4) Any updates on change log will be sent to your browser.

• Create an integration to obtain clientid and

• Once you obtain an Org’s access_token and

• Use the refresh_token before expiry (12

Your Your App reaches out to

Start Flow Main IVR Menu Queue

Start Flow GV = False Main IVR Menu Queue

• How it can be done with API help?

Name, Email, Callback Reason Attributes

Phone Number Destination

• Agent and call control API’s

Available Today Coming Soon

• Consulting, Support community

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