UCCX Custom Java Steps -- Flow Designer REST API Migration

[!]️ GAP SEVERITY: HIGH | Affects: 3 of 9 IVR Scripts Containing Custom Java

3A.2.1 Problem Statement

UCCX scripts can embed custom Java-based steps that perform database lookups, complex business logic, or third-party API calls. Of Abhavtech's 9 UCCX scripts, three contain custom Java steps:

Script	Java Step Function
SalesQueue.aef	VIP caller lookup from Salesforce (SOAP API)
BillingQueue.aef	Account balance check from billing DB (JDBC)
TechSupport.aef	Product registration lookup from internal DB (JDBC)

Webex Contact Center Flow Designer has no concept of embedded Java. All external integrations must be implemented as HTTP Request nodes calling REST APIs. This requires the backend systems to expose RESTful endpoints -- a prerequisite that must be confirmed with the Salesforce and billing system teams before the WxCC migration.

3A.2.2 Replacement Architecture -- Per Script

SalesQueue.aef -- VIP Caller Lookup

UCCX approach: Custom Java step calls Salesforce SOAP API with caller ANI, returns VIP flag, routes to priority queue.

Webex CC approach: HTTP Request node in Flow Designer calls Salesforce REST API (Salesforce Lightning Platform API v58+). Response variable maps VIP flag to Condition node for priority routing. Salesforce Connected App must be created to provide OAuth2 credentials for the HTTP Request.

// WxCC Flow Designer HTTP Request node -- SalesQueue VIP Lookup
URL:    https://api.abhavtech.com/crm/vip-check
Method: POST
Body:   { "ani": "{{NewPhoneContact.ANI}}" }
// Response mapping:
//   $.vip_flag  ->  Flow variable: VIPCustomer (Boolean)
// Then: Condition node
//   VIPCustomer == true  ->  Route to Priority_Queue
//   VIPCustomer == false ->  Route to Standard_Queue

BillingQueue.aef -- Account Balance Check

UCCX approach: Custom Java step queries Oracle billing database via JDBC.

Webex CC approach: An API gateway (Azure API Management or AWS API Gateway) must be deployed to expose a RESTful endpoint wrapping the Oracle billing DB query. The Flow Designer HTTP Request node calls this gateway.

Backend prerequisite: 4-6 weeks of API development effort by the Abhavtech DevOps team prior to the WxCC cutover.

TechSupport.aef -- Product Registration Lookup

UCCX approach: Custom Java step queries internal product registration database.

Webex CC approach: Same API gateway pattern as billing -- expose REST endpoint for product lookup, call from Flow Designer HTTP Request node.

3A.2.3 Pre-Migration Prerequisite

[!]️ CRITICAL DEPENDENCY

All three REST API endpoints (Salesforce VIP lookup, Billing balance, Product registration) must be developed, tested, and live in production BEFORE the UCCX to WxCC cutover is scheduled. This is a hard dependency on the Abhavtech DevOps and Salesforce teams.

Estimated effort: 6-8 weeks Action: Must begin immediately upon Phase 2 project kickoff

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