Overview
The UCX Integration Framework provides real-time and application-level interfaces that allow external systems to monitor, automate, and interact with telephony activity within the UCX platform.
These interfaces support a wide range of integration scenarios including:
- Real-time call monitoring
- Call analytics and reporting
- Queue and agent monitoring
- External workflow automation
- IVR and call-routing applications
- Custom telephony applications
- External business application integration
The framework includes event-driven interfaces for monitoring and control, call-processing interfaces for dynamic routing and IVR logic, and application-level interfaces for advanced telephony application development.
Manager Interface
The Manager Interface provides a persistent connection that allows external applications to receive real-time telephony events and execute supported telephony actions.
Typical capabilities include:
- Monitoring inbound and outbound call activity
- Tracking extension and device state
- Monitoring queues and agents
- Initiating or redirecting calls
- Receiving call lifecycle events
- Monitoring bridges, transfers, and conferences
This interface is commonly used by monitoring systems, reporting applications, workflow automation tools, and external applications that need visibility into live UCX telephony activity.
Common Event Information
Real-time event messages typically include fields that identify the call, device, user, queue, or action associated with the event.
Call Information
- Channel
- UniqueID
- CallerIDNum
- ConnectedLineNum
- Exten
Queue Information
- Queue
- MemberName
- Position
- HoldTime
Session Information
- ActionID
- Privilege
- Username
- Timestamp
Device Information
- Peer
- Status
- DeviceState
- Address
Gateway Interface
The Gateway Interface allows external applications or scripts to participate directly in call-processing logic.
Applications can retrieve external data, make routing decisions, interact with databases or web services, and dynamically modify call behavior while the call is being processed.
This interface is commonly used for custom IVR applications, database-driven routing, automated attendants, and other call-processing workflows that require external logic.
Application Interface
The Application Interface provides an application-level integration model for advanced telephony application development.
This interface allows external applications to control and manage telephony resources using REST-based interfaces and real-time event communication.
Typical capabilities include:
- Application-controlled call handling
- Channel and bridge management
- Playback and media control
- Real-time event processing
- Custom telephony application development
- External orchestration of call behavior
The following references may be useful for developers requiring detailed protocol-level compatibility information:
Examples
Call Monitoring
An external monitoring application can subscribe to real-time events to track inbound calls, outbound calls, extension state changes, transfers, bridges, and conference activity.
Dynamic Call Routing
An external application can retrieve information during call processing and dynamically determine the appropriate routing destination.
Workflow Automation
External business applications can trigger notifications, logging, or workflow actions based on telephony events occurring within the UCX system.
Custom IVR Applications
External applications can interact with callers, retrieve information from external systems, and dynamically control call flow behavior.
