Overview

This flow uses Zendesk’s APIs to enhance Webex Contact Center by extracting customer data based on ANI (Automatic Number Identification) and fetching ticket details. It routes calls based on incident severity or agent availability, improving customer interactions. The system can perform several actions:

  • Lookup a Zendesk user based on ANI (the caller's number).
  • Retrieve the user’s most recent unresolved ticket.
  • Present relevant ticket details to the customer through IVR.
  • Route the call to an agent based on predefined criteria or let the customer opt to disconnect.

This flow uses Cisco Text-to-Speech (TTS) for any audio prompts. For music, it defaults to the built-in file (defaultmusic_on_hold.wav), for music on hold.

Prerequisites

Ensure that the following requirements are met in the Webex Contact Center Management Portal before implementing this flow:

  • Ensure API authentication is enabled in the Zendesk instance. Follow the steps: Admin > Apps and Integrations > APIs > Enable API authentication.
  • The Zendesk HTTP connector must be configured using BasicAuth.
  • Create entry points, queues, teams, and any other organization-specific configuration activities.
  • Upload static audio files if custom audio prompts or music files are used instead of Cisco Text-to-Speech (TTS).

For detailed steps, see Webex Contact Center setup and administration guide.

Use case

Use this example to understand more about how this flow works.

  1. A customer calls into Webex Contact Center.
  2. An ANI lookup is performed to fetch the customer details from Zendesk.
  3. The most recent ticket associated with the customer is retrieved.
  4. The customer is greeted through an IVR and informed of the status of their ticket.
  5. The customer can either:
    • Connect to an agent.
    • Disconnect if they choose not to speak to an agent.
  6. Post-call, the system can update the Zendesk ticket with relevant call information.

Flow breakdown

The following table describes the various flow elements involved in the call process, detailing the actions and responses that occur during each stage.

Flow element

Description

Call received

The call enters the system and the Zendesk connector starts.

Lookup user in Zendesk

The system performs a lookup in Zendesk using the caller's number.

Fetch ticket details

The system retrieves the most recent unresolved ticket for the user.

Present ticket details

The customer is informed of the ticket status through an IVR message.

Menu options

The customer can choose to speak to an agent or disconnect.

Flow activities

The following table describes the sequence of flow activities.

Flow activity

Description

Start

The flow begins when a call is received.

Lookup user (Zendesk)

This activity performs an HTTP request to Zendesk, searching for the user based on their ANI.

Fetch ticket details

Another HTTP request is made to Zendesk to retrieve the most recent ticket for the user.

Present ticket details

A message is played to the caller through TTS, providing information about their ticket's status.

Confirmation menu

The system presents a menu to the customer, allowing them to either connect to an agent or disconnect.

Queue contact

If the customer chooses to connect to an agent, they’re placed in a queue.

Play music

Hold music is played while the customer waits for an agent.

Post comments (Zendesk)

After the call, the system posts a comment on the Zendesk ticket summarizing the interaction.

Disconnect

The system disconnects the call if the customer opts to disconnect or after the call is completed.

Additional resources

This flow leverages Webex Contact Center's HTTP connector to interact with Zendesk’s APIs. For more information, see Zendesk API documentation and Webex Contact Center setup and administration guide.