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Precision Routing and Web Service API
Precision Routing is a feature available with Cisco Unified Contact Center Enterprise (Unified CCE), Release 9.0. Precision Routing provides multidimensional routing with simple configuration, scripting, and reporting. Agents are represented through multiple attributes with proficiencies. You can use a combination of attributes to create multidimensional precision queues. Using Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent that best matches the precise needs of the caller.
To configure Precision Routing, you can use a user interface or you can use Web Service REST API. This document describes how to use Web Services API. To implement Precision Routing using the user interface, see either the online help or the Precision Routing DocWiki at: http://docwiki.cisco.com/wiki/Precision_Routing_Release_9.0(1).
Web Service API
You can use Web Service REST API to create, delete, update, and read operations on Precision Routing objects. You can access the APIs over HTTP using REST through POST, GET, PUT, and DELETE requests. The input format is XML for all API calls other than GET and DELETE. All output is provided as XML when there is a response other than the HTTP headers. The descriptions of the commands detail which commands accept which format.
NoteXML is case-sensitive. When XML data is sent to the server, the tag names must match the same case. For example, <Name> and <name> are two different XML elements.
Web Service API Security Framework
Domain User Authentication
To use the web service APIs, domain user authentication is required. The authentication is HTTP basic. Users must use the Unified CCE username and password and must be a member of the Configuration or Setup domain security group.
To obtain better performance, user credentials are cached. The default cache time is five minutes.
Feature Control Set Validation
In general, feature control is a way to prevent Unified CCE users from accessing some or all functionality of Unified CCE software features, including configuration and script modifications. To define users associated with a feature control set, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted.
When you enable feature control, the web service APIs validate user access to the feature control set and permit users to make configuration changes.
SSL Connection
SSL connections are enabled in Web Service API. If the client initiates a Web Service API request from the remote host, the client must use an HTTPS connection. An HTTP connection is permitted for localhost connections only.
The Unified CCE server uses a self-signed certificate. Before the client can make an SSL connection to the server, the client must add the Unified CCE server certificate to its truststore file.
