Chat Session REST API
Prerequisites
Note
Only available for Skype for Business and When using AnywhereNow in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. Microsoft Teams clients.
Introduction
The A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. 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:
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A bot doesn't know how to handle a user's question and wants to connect the user with a human agent.
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Bot creates a chat session via REST API
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Bot sets skill for the session
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The UCC will hunt an agent and notify the bot when the connection with an agent is established.
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Bot proxies the messages between user and agent
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Bot or agent decides to stop the call