Chat Session REST API

Note Enterprise license and higher

The UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. REST API allows external software to communicate with the Chat Session API in the PluginFramework. It is possible to start a chat session inside the UCC and hunt an agent in a specific skill. An example scenario is as follows:

  • A bot doesn't know how to handle a user's question and wants to connect the user with a human agent.

  • Bot creates a chat session via REST API

  • Bot sets skill for the session

  • The UCC will hunt an agent and notify the bot when the connection with an agent is established.

  • Bot proxies the messages between user and agent

  • Bot or agent decides to stop the call