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UCCX 8.5 URL HTTPS Post

I am being asked to set up the following. In the UCCX script the caller will be asked if they will take a survey about their experience with the agent who handles the call. The caller if answers yes to the survey will enter a callback number. This part is no problem. Where I could use some help is, the call back number, agent ID, and a tracking number (not identified yet) will be sent in an HTTPS Post to a third party server.

Does anyone have a similar situation and could provide some feed back on how this is done?         

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Re: UCCX 8.5 URL HTTPS Post

Hi.  This is pretty easy.

At the most basic level an HTTP POST looks like this:

Set my_string = URL["http://my-server.local/", TEXT[key1=value1&key2=value2]]

Therefore HTTPS POST just looks like this:

Set my_string = URL["https://my-server.local/", TEXT[key1=value1&key2=value2]]

The only hangup you might have is that the keystore that UCCX uses is internal to itself, and therefore only trusts the most popular cert authorities.  You may get caught up if this third party server has an invalid cert.  I think there have been improvements around this with more recetn versions of UCCX (maybe 10?) where you can upload additional trusted CA certs to the Cert Mgmt section of OS Admin.

Anyway, If you know about HTML Forms and how they are HTTP POSTed then you'll recognize the query parameter string.  If not, you can read about it here:

http://www.w3.org/TR/html401/interact/forms.html#h-17.13.4.1

Warning, that's the official spec and can be dry.

The above example uses the Document Literal for URL documents: URL[]

And then it uses one not so obvisou feature of the Set step and that is type casting.  Type casting basically takes some value of one type/kind and converts it into another type/kind.  In this case, we're taking a URL document and converting it to a String.  In order for that to happen, the request has to be made first, and then the response body is what is stored in the string.

Depending on the third party, you may or may not receive any content back.  But a failure can be caught with Exception handling.

If you wanted to see what some other options are, you can use the Create URL Document step.  Just remember that this step does not make the request, you still need a second step to make the request for you.   Your choices are many, to inlude: Set, Do, Cache Document, Create XML Document, etc.

EDIT: I encourage you to do a search on this site as there has been several discussions I was invovled in when it comes to UCCX and HTTP.

Here's a good one to get you started.  It covers some of the smaller nuances of how UCCX handles HTTP requests:

https://supportforums.cisco.com/message/4006568#4006568

I hope that helps.  Good luck. Reply back if you have questions.

Anthony Holloway

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Anthony Holloway

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