How to pass call data from AEP to Nice CXOne

[deepakkrishna]

Our current Legacy IVR System has the following components:

• IVR VXML application: This internal framework generates VXML 2.1 at runtime and makes web service calls to set call data in Cisco ICM (GED 125).
• Voice Browser: AEP/MPP
• CTI: A custom desktop application that uses TAPI to retrieve call details from Cisco ICM.

In the new approach, only the CTI will be replaced with NICE CXone. The IVR and AEP will remain as-is. Cisco ICM and the custom CTI will be removed.

Please advise on the possible ways to pass call data from the VXML application to the NICE CXone screen.

[avc861193901584]

Hi,

You will need to update your IVR VXML application to call the NICE CXone APIs. Your NICE representative will need to give you guidance on what APIs to call, and also what information to pass in UUI or custom SIP Headers so that their client can retrieve the information from the SIP call.

If your VXML application is built in Avaya Orchestration Designer, you can probably use the REST PDC to call their APIs.
Otherwise, if you are generating the VXML outside of Orchestration Designer, you will need to update your VXML generating app to call the new APIs.

Adam