Service is a cloud-based omnichannel solution for Cisco Contact Center Express
and Contact Center Enterprise. It enables you to capture your customer’s
interaction history by providing flexible storage of customer-interaction data
across any channel.
Context Service works with Cisco Customer Collaboration products. Context Service also provides an SDK interface for integration with your own applications or third-party applications to capture end-to-end customer-interaction data.
You can integrate
Context Service into an existing contact center through Unified CVP by using
several built-in Call Studio elements. For example, you can create a Piece of
Data (POD) by using
POD_Add element when a customer calls the contact
center. A POD is a data element that can store customer interaction data,
except for the media (such as audio recording). You can create, read, or update
PODs and lookup customers by using the following Call Studio elements available
Cisco > Context
You can define the
POD.ID ECC variable to carry POD ID at a solution
POD.ID ECC variable is used by a CVP VXML Server to
send the POD ID to Unified ICM.
When you configure a
POD_Add element in a call flow, the element interacts
with the Context Service for POD creation. The Context Service sends the POD ID
POD_Add element. If the POD creation is successful, the
POD_Add element stores the POD ID in the session as
PodId session data. Now, if you configure a
Return element in the call flow, after the subdialog returns, the VRU
POD.ID ECC variable with
PodId. The Call Server subsequently sends the
POD.ID ECC variable to Unified ICM.
ICM can send the
POD.ID ECC variable to Unified CVP. During the
subsequent VXML application execution, the POD ID is available as a session
data on the CVP VXML Server where the key is
PodId and the value is the POD ID sent in the ECC