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.
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
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.
XML 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
What is the 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
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
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
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.