This section describes the CISCO JavaScript API for third-party apps. The Cisco APIs support Acqueon Workspace , providing an Agent desktop functionality such as call control and state changes.
The Cisco APIs support the following capabilities for inbound and outbound calls:
User API
Inbound Call API
Outbound API
Queue API
Team API
This section explains each API and the notification messages returned by the APIs. The guide includes a section to assist developers with running and validating the APIs in a lab environment.
Also known as Application Programming Interface. A set of routines, protocols, and tools for using software applications. API also can refer to an interface that enables third-party programs to connect to any of Acqueon's applications.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
A call from outside the organization, usually from a customer. The call has reached the contact center and is being handled as per the listed protocols for inbound calls. In some reports, the Call Direction mentions such calls as Inbound Calls.
A Queue is a mapping for a collection of agents. The Group has a 1:1 integration with the with Queue of the partner ACD platform or the campaign of the partner dialer platform.
See Group also.
A grouping of agents based on a specific parameter. These can be business-, schedule-, or skill-defined parameters.
Was this article helpful?
Thank you for your feedback! Our team will get back to you
.png?sv=2022-11-02&spr=https&st=2025-12-25T04%3A13%3A09Z&se=2025-12-25T04%3A23%3A09Z&sr=c&sp=r&sig=bqHDInWMswpOBP9%2FY1A8yu4tBeV5SmVz6M8s3ACPNM4%3D){kind=logo}
