Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Community Member

CCX 8.5 with Call Copy

Hi all,

Customer has CCX 8.5 and for recording purposes, is going with CallCopy. Customer would like to pause or resume the recording. Vendor has provided the below info to create an API. Trying to figure it out where to start. Any thoughts

BLACKOUTSTOP

Description:

Used to stop a blackout period for a recording. Only specify one of the following: deviceid, devicealias, crm_user, or sys_user. Based on when the message is received is when the blackout will stop.

Parameters:

 REQUESTID - request id

 DEVICEID

 DEVICEALIAS

 CRM_USER

 SYS_USER

Returns:

Example:

<REQUEST> <REQUESTID>125</REQUESTID> <TYPE>BLACKOUTSTOP</TYPE> <SYS_USER>JSMITH</SYS_USER> </REQUEST>

Errors:

Possible error returns are:

 API_REQUESTID_INVALID – request id specified is not valid.

 API_DEVICE_INVALID – could not find a valid device from the given parameters.

 API_DEVICE_NOT_RECORDING – device specified is not currently recording.

 API_BLACKOUT_INVALID_STATE – device state is not in blackout. Send a BLACKOUTSTART before sending

Standard result code

Used to stop a blackout period for a recording. Only specify one of the following: deviceid, devicealias, crm_user, or sys_user. Based on when the message is received is when the blackout will stop.

1 REPLY
Community Member

CCX 8.5 with Call Copy

You basically need some sort of client or server application (or add the functionality to one of your existing applications) to send this API function call either over the socket connection or web service. It really depends on when and why the customer wants to pause recording. If for example it is every time they load a certain screen in an application or when they click on a field in an application, you can have the application send the call at that point, using the SYS_USER parameter to identify the agent. the SYS_USER could be the username used to log into the application, the person's Windows username, etc. Anything will work as long as it is unique to that person.

CallCopy also has a product called Fusion that can automate these tasks for the customer. It's an application that runs in the background of a users PC, and watches all of the applications and can even read inside the applications for certain text or fields. CallCopy will write a script for Fusion to look for whatever is required, then send the appropriate pause/resume commands, so there is no programming needed on the customer's part.

I'll send you a PM with some sample code that works with the CallCopy API if you need to get started. I can also get you in touch with the support team if you want to have further discussions.

479
Views
0
Helpful
1
Replies
CreatePlease to create content