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# APPHUB.yaml — Playbook metadata for Webex App Hub
# Copy this file into your Playbook folder under playbooks/<tool-slug>/
# Fill in all required fields. See CONTRIBUTING.md for field rules.
# -----------------------------------------------------------------------------
# friendly_id — Unique identifier. Must end with -playbook (e.g. epic-ehr-playbook)
# -----------------------------------------------------------------------------
friendly_id: "wxcc-banking-crm-playbook"
# -----------------------------------------------------------------------------
# title — Display name for the Playbook (matches ContentStack field)
# -----------------------------------------------------------------------------
title: "Webex Contact Center Agent Desktop Banking CRM"
# -----------------------------------------------------------------------------
# tag_line — Short tagline for App Hub detail page (required, max 128 chars)
# -----------------------------------------------------------------------------
tag_line: "Browser-based banking CRM with automatic screen pop and click-to-dial powered by Webex Contact Center"
# -----------------------------------------------------------------------------
# description — 1–2 sentences, used as App Hub listing copy
# -----------------------------------------------------------------------------
description: |
A browser-based **banking CRM** with a built-in **Webex Contact Center (WxCC) agent desktop**,
built using the `@webex/contact-center` TypeScript SDK and Lit web components. The CRM tab
doubles as the agent desktop — agents log in to their WxCC station, handle calls, and view
customer records all in one place, with automatic screen pop on every inbound call and
one-click outbound dialing from any customer record.
## Why use this playbook
- Eliminate manual customer lookups: the caller's ANI automatically searches the CRM and
surfaces the matching customer profile the moment the call is offered
- Reduce handle time by giving agents a fully functional desktop — search, customer details,
account tabs, call controls — in a single browser tab
- Learn the Webex Contact Center SDK event model (task:incoming, task:assigned, task:media,
wrap-up) with a complete, runnable reference implementation
- Extend a real working base: replace the in-memory customer store with your own CRM API
calls and the quick-action stubs with live case, callback, and email integrations
## What it does
- Authenticates agents using a Webex access token passed to `new Webex({ credentials })`
and registers with `webex.cc.register()` to retrieve profile, teams, and idle codes
- Performs station login (`webex.cc.stationLogin()`) supporting both Browser WebRTC and
dial-in phone options
- Handles inbound calls via `task:incoming`: plays ringtone, extracts ANI, fires CRM search,
and renders Answer/Decline controls for browser logins
- Manages active call state with Hold, Resume, Mute/Unmute, and End controls bound to
`task.hold()`, `task.resume()`, `task.toggleMute()`, and `task.end()`
- Delivers outbound click-to-dial from any CRM customer card via `webex.cc.startOutdial()`
- Handles wrap-up (`task.wrapup()`) with a configurable wrap-up code selector populated
from the agent's WxCC profile
# -----------------------------------------------------------------------------
# product_types — Where this Playbook appears. Pick one or more.
# Valid: teams | meetings | calling | rooms | contact_center
# -----------------------------------------------------------------------------
product_types:
- "contact_center"
# -----------------------------------------------------------------------------
# categories — App Hub category slugs. Pick one or more.
# Verticals: healthcare | financial-services | retail-ecommerce
# App categories (use kebab-case slugs):
# ai-agent-testing-observability | agent-supervisor-tools | analytics |
# calendar-scheduling | collaboration-management | customer-relations |
# customer-support | developer-tools | doc-management | education |
# finance | government | healthcare | human-resources | internet-of-things |
# marketing-sales | orchestration | platform | productivity |
# project-management | recording-transcriptions | security-compliance |
# self-service-bots | social-and-fun | strategy-team-planning |
# workflow-automation | workforce-optimization | other
# -----------------------------------------------------------------------------
categories:
- "financial-services"
- "customer-support"
- "agent-supervisor-tools"
- "developer-tools"
# -----------------------------------------------------------------------------
# company_name — Your company or team name
# -----------------------------------------------------------------------------
company_name: "Webex for Developers"
# -----------------------------------------------------------------------------
# company_url — Your company or project URL
# -----------------------------------------------------------------------------
company_url: "https://developer.webex.com"
# -----------------------------------------------------------------------------
# support_url — Issues or support link (e.g. GitHub issues)
# -----------------------------------------------------------------------------
support_url: "https://github.com/webex/webexplaybooks/issues"
# -----------------------------------------------------------------------------
# product_url — Link to this Playbook in the repo (required)
# -----------------------------------------------------------------------------
product_url: "https://github.com/webex/webexplaybooks/tree/main/playbooks/wxcc-banking-crm"
# -----------------------------------------------------------------------------
# logo — (Optional) URL to your logo image. If not provided, defaults to the
# standard Webex Playbook logo.
# -----------------------------------------------------------------------------
logo: "https://images.contentstack.io/v3/assets/bltd14fd2a03236233f/blta2de9daa773c6604/60f71f81e2de935fc7e35dbe/download"
# -----------------------------------------------------------------------------
# estimated_implementation_time — e.g. "2-4 hours", "1 day"
# -----------------------------------------------------------------------------
estimated_implementation_time: "2-4 hours"
# -----------------------------------------------------------------------------
# third_party_tool — (Optional) The tool being integrated (e.g. Salesforce, Epic)
# Omit for generic playbooks (e.g. "any CMS")
# -----------------------------------------------------------------------------
third_party_tool: "Banking CRM"
# -----------------------------------------------------------------------------
# privacy_url — Privacy policy URL (required; use Cisco default for Webex-authored)
# -----------------------------------------------------------------------------
privacy_url: "https://www.cisco.com/c/en/us/about/legal/privacy-full.html"
# -----------------------------------------------------------------------------
# submission_date — (Optional) ISO date (e.g. 2025-03-01)
# -----------------------------------------------------------------------------
submission_date: "2026-04-02"