The document outlines the integration of Hybris Commerce backoffice with a call center system using API calls to manage customer service events. It describes a flow where the UCCX system triggers an HTTP RESTful API call to the Hybris OCC API, which then publishes a backoffice event that a custom widget listens for to render a popup in the customer service backoffice module. The implementation is demonstrated using Groovy code, but it can also be executed in Java.

1. Hybris Commerce Backoffice and CTI Integration
Twitter: @samuelyang2015
Email: samuelyang2013@yahoo.com
The basic flow could be as follows
When a customer makes a CS call to the call center, the UCCX system sends an
HTTP RESTful API call to the hybris OCC API, which then calls the hybris Event
Service in the service layer to publish a Backoffice event.
On the other hand, a custom widget as an event listener in the CS Backoffice
module receives the above Backoffice event and triggers an event handler. The
event handler then creates and renders a Popup.
Publishing Backoffice events from service layer via OCC API
I’m using Groovy code in the Scripting Language Console from Hac for
demonstration purpose, but we can also implement the same in Java codes.
The Backoffice event is published from the service layer and sent to the custom
widget in the CS Backoffice module.

2. The custom widget has a popup tag in its ZUL view.
The custom widget controller handles the event
The MVC controller of the custom widget implements a Backoffice event listener,
which receives the previous event from the service layer and renders the popup
on the ZUL view.
Popup is rendered in CS Backoffice
The popup is rendered with the selected product information in the CS
Backoffice.

3. Samuel Yang
Twitter: @samuelyang2015
Email: samuelyang2013@yahoo.com