Before You Start

The CEC provides cloud-based agent services based on SaaS scenarios. For example, tenants can configure and maintain virtual call centers, and manage agents on call centers. With such services, enterprises can build call centers at the minimum cost and provide agent or video services for their customers.

Due to the cloud features of the CEC, enterprises need to understand the functions, open capabilities, and processing logic of the CEC in advance to facilitate subsequent integration.

Open Architecture

Figure 1 Logical architecture of CEC open capabilities

The preceding figure shows only the NEs that directly provide capability openness services. Other NEs that provide support capabilities in the CEC are not shown.

**Table 1** NEs of CEC open capabilities
NE in the CEC	Description
ELB/NSLB	Elastic load balancer/next service load balance, which routes interface requests and service requests to share the access load of each server.
CC-Gateway	Call center gateway, which provides RESTful-based voice and video control capability interfaces and multimedia message processing capability interfaces for apps on the agent side, facilitating flexible development of the agent system. The CC-Gateway uses the GUID to implement interface authentication.
API Fabric	Interface service gateway, which encapsulates the CEC agent information query capability, mobile bidirectional call capability on the agent side, and web text chat function on the user side into RESTful interfaces. To integrate the connection bar on the agent side and web chat window on the user side or implement the mobile agent bidirectional call capability, enterprises can use these interfaces. Interfaces in the API Fabric use the AK/SK for authentication. To use the interfaces, contact the O&M administrator to obtain the AK/SK.
Tenant space management page	After applying for tenants successfully, enterprises can obtain the tenant space administrator account information and sign in to the CEC portal to access the tenant space management page and complete personalized configuration. Enterprises can configure common IVR flows and intelligent IVR flows online during tenant space management to enrich the self-service businesses of the CEC.
OIAP	To connect users to the chatbot service, enterprises can use the chatbot interface provided by the Online Intelligent Assistant Platform (OIAP) to implement the semantic recognition capability and receive the recognition result. Before using the RESTful interface of the OIAP, you need to configure the intelligent IVR flow on the tenant space management page.
CC-iSales	Enterprises can use the interfaces provided by the CC-iSales to implement automatic outbound call capabilities such as outbound campaign management and outbound call data management. The CC-iSales uses the token authentication mode of the header field. The enterprise needs to obtain the authentication password of the CC-iSales from the O&M personnel.
CC-CMS	The CC-CMS collects statistics on call data of the CEC in real time from multiple dimensions, for example, the number of online agents in each skill queue. Enterprises can use the CC-CMS interface to obtain and analyze operations data of the CEC. The CC-CMS uses the token authentication mode of the header field. The enterprise needs to obtain the authentication password of the CC-CMS from the O&M personnel.
CC-FS	The CC-FS provides the capability of downloading offline CDRs and recording files. The CC-FS uses the token authentication mode of the header field. The enterprise needs to obtain the CC-FS authentication password from the O&M personnel.

CEC References

Before integration development, you need to have a basic understanding of the business functions and basic operations of the CEC.

For details, see Service Overview, Getting Started, and User Guide in the public cloud documentation center.

**Table 2** References
Document	Link
Service Overview	https://support.huaweicloud.com/intl/en-us/productdesc-cec/cec_01_0001.html
Getting Started	https://support.huaweicloud.com/intl/en-us/qs-cec/cec_02_0002.html
User Guide > Tenant Administrator Guide	https://support.huaweicloud.com/intl/en-us/usermanual-cec/cec_04_0002.html

Development Environment Requirements

**Table 3** Development environment requirements
Tool	Description/How to Obtain
Network	Ensure that the developed client can access the Internet for online configuration.
Browser	Use Google Chrome 80 or later.
Interface commissioning tool (Demo)	https://bbs.huaweicloud.com/forum/thread-122079-1-1.html
Development language	The CEC provides RESTful interfaces for enterprise integration and has good compatibility. Therefore, no requirement is available for the development language and tool. Some functions can be integrated in JavaScript mode.