User Community Feedback

The WxCC platform needs to have the ability to add a third party into a call flow via a SIP trunk via a conferencing type node or module. This would allow for servicing of customers for many different use cases such as credit card processing, language translation, and outside IVA platforms. When the call is completed with the external provider, the customer would continue on in the flow to an agent or for additional treatment. To technically complete the call, the preference would be that the Cisco publish an API that can be called by the outside provider to pull the call back into WxCC. Custom SIP Header support to and from the 3rd party is required for data passing to and from the outside system.