Sister system
CRM and API integrations
A screen pop needs a number the CRM can match, and an API needs an id you can say out loud in a ticket.
Screen pop
- Pick one key: +E.164, national digits, or an internal customer id. Write it down.
- Webex Contact Center, a Finesse gadget, and a Teams contact-center model each pop from their own event.
- A miss is often formatting. A wrong record is often two customers on one main number.
APIs you can name without inventing a payload
- AXL / SOAP on CUCM listens on 8443/TCP in the port chapter. It reads and writes the database for provisioning applications. The WSDL for your version is the contract, not this page.
- Webex publishes APIs at the Webex developer site. Calling and contact center objects are different. Do not reuse an admin click as if it were a REST field.
- Microsoft Graph has a communications overview for Teams workloads. Direct Routing health is still an SBC problem when the user is on Direct Routing.
Future hooks, not features this lab turns on: a stable interaction id on the CTI or webhook event, SIPREC on the SBC, and +E.164 at every boundary. They are named on the bridges page.