Call Telemetry for Cisco

Appearance

Using Apps with Incoming Call Events ​

Apps are realtime workflows that can change the callflow, or trigger alerts, or send data to any API. Call Routing Rules can have one or more Apps associated with them. Apps can run sequentially and build on each other.

Screenshot showing the App Catalog

Feature Requirements ​

Realtime vs Post Call Apps ​

Apps are workflows that are triggered by the incoming call event over the CURRI API.

There are two types of Apps that can be created:

  • Realtime Apps - These Apps run before the call, to modify call properties, or change call routing based on API responses.
  • Post Call Apps - These Apps run after the call, and can exchange data with APIs, compose and send alerts.

Apps Sequence Diagram ​

Let's visualize the sequence of events when a call hits a Policy, and the Apps run. You can see below, how Realtime Apps are responsible for changing the callflow - before the call is routed. Post Call Apps are responsible for sending data to APIs - after the call has completed.

Realtime Apps - Actions before the call is routed ​

Realtime Apps are triggered by Cisco CURRI API events triggered External Call Control Profile Policies. In Call Telemetry terms, the calls hit a Policy, then a Rule matches, and the Rule's Apps will run before the call is routed.

Realtime Apps at meant to change the callflow during the active call.

Realtime Apps can influence call routing ​

Apps can request actions to the policy, changing the default "permit" to other actions:

  • Block the caller
  • Rename or Change the Caller ID or Name
  • Redirect or Send the caller to Voicemail
  • Play a Cisco Callmanager Greeting or Announcement - Greeting Injection

Realtime Apps available ​

  • TrueSpam Scoring
    • This App queries the TrueSpam API, and returns a risk score from 0-100. The App can then take actions based on the score, like block, rename, or redirect the call.
  • Webhook CRM App
    • This App queries a JSON API, and can change the callflow based on the data returned. For example, you could query a CRM API for the caller's name, and replace the caller ID name with the CRM name.
  • PostgreSQL CRM App
    • This App queries a PostgreSQL database, and can change the callflow based on the data returned. For example, you could query a student database for the caller's name, and replace the caller ID name with the student's name.

Post Call Apps - Actions after the call is routed ​

Post Call Apps are also triggered by Cisco CURRI API events triggered External Call Control Profile Policies. In Call Telemetry terms, the calls hit a Policy, then a Rule matches, and the Rule's Apps will run after the call is routed.

Apps for post call processing ​

  • Cisco IP Phone Discovery
    • Gathers AXL, RIS, CDP, Subnet, and Traceroute information about a phone for use in alerts or other apps.
  • Subnet CSV
    • Compares the Subnet discovered from the Phone to a CSV list, with optional data fields adding more context. List can be downloaded per schedule.
  • XML Query App
    • Queries an XML SOAP Service with context data, like the phone MAC address, and can gain more context location for alerts.
  • Send a Message via Webex Teams Bot
    • Posts a message into a Webex Teams Space. Requires a Webex Bot Token. Obtain your private Bot token in the Webex Teams Developer Portal.
  • Send a Message via Twilio SMS
    • Sends a message to a list of SMS numbers. Requires Twilio your own API keys and phone number.
  • Send a Message via SMTP
    • Sends a message to a list of email addresses via SMTP
  • Send a Message via Twilio to Caller
    • Sends a message back to the caller to engage in a new channel. For example - Post Call Surveying, or engaging with Agents via Chat during vs holding.

Associating Apps to Rules ​

Apps are global objects, and you must create an App before they will show up for use in Rules.

Pressing the '+' button will associate the App to the rule. Pressing the '-' button will remove it from the rule.

If the rule matches, the Apps are executed in the order specified, from 0 to 100.

Screenshot showing how apps can be added to rules