Unified CCX Live Chat Sample (via Cisco SocialMiner)

Example illustrating a proactive customer-side pop-up live chat with Cisco Unified CCX web chat via Cisco SocialMiner

DISCLAIMER

The Proactive customer-side pop-up live chat sample is intended to serve as an example of using SocialMiner REST APIs (specifically, the chat APIs) using a simple static web application which can be hosted and served from any web server.

This is only a sample and is NOT intended to be a production quality application and will not be supported as such. It is NOT guaranteed to be bug free. It is merely provided as a guide for 3rd-party developers on best practices and usage of the SocialMiner RESTful APIs and is not intended for production use "as is".

Cisco's responsibility and liability on this code is limited ONLY to the correctness and accuracy on the usage of the RESTful API interface and the quality of the RESTful API interface itself. Any omissions from this example are not to be considered capabilities that are supported or not supported by the product.

For specific capabilities refer to the documentation that accompanies the latest Cisco SocialMiner release and/or request help from the Cisco Developer Network (http://developer.cisco.com) or the Cisco Technical Assistance Center.

OVERVIEW

This sample does the following:

• Provides a basic example web page with a built-in logic to inject a web chat request into Cisco SocialMiner based on a simple time delay.

• Implements a pop-up live chat chat bubble which serves as a customer chat client to send and receive chat messages from CCX chat agents.

• Thereby illustrates usage of SocialMiner chat feed APIs, and abilities to customize and extend Unified CCX web chat capabilities.

PREREQUISITES

• Your favorite static web server
• Cisco SocialMiner 11.5 SU (and future releases)
• Cisco Unified CCX 11.5 (and future releases) with all chat configurations in place

CONFIGURATION

The config/config.json allows you to customize important details required to run this sample. Modify it with details such as:

• Cisco SocialMiner IP / Hostname
• Chat feed ID, Chat Contact Service Queue ID
• misc. configurations

RUNNING

• Modify config/config.json (see above section)

• Host the entire code in this project (index.html, config/, scripts/ and styles/ directories) to be served from your favorite static web server.

• Login chat agents into the Finesse desktop, and move them to READY state for Chat and Email.

• Access index.html via web server, and a chat will be injected into the CCX system (via SocialMiner) and routed to the right available chat agent, who can then accept, join and start the chat conversation. This will pop-up the chat bubble on the customer web page.

UNDERSTANDING THE CODE

This sample has been created with the intention that the code be read, understood and re-used. Comments in code call attention to key aspects of the RESTful APIs and other relevant stuff.

Reach out via Cisco DevNet community forums for any support questions.