CWM Self-Service Web Application
The Self-Service Web-applications allow end-users to manage some of the basic operations for their devices and accounts. This reduces the overall support cost as this prevents calls to the IT Support team. Further, end-users can get faster resolution to the issues they are facing using the self-service application.
Collaboration Workflow Manager (CWM) [DETAILS] provides a REST API driven interface that can work with any business process application software. CWM supports management of various versions of Cisco Unified Communication Manager (CUCM), Cisco Unity Connection (CUC), various IP phone Models, Video end-points, further it can synchronize data from enterprise LDAP Servers.
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The CWM Self-Service Web-Application provides following services for Cisco Collaboration portfolio:
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Single-sign on for users to the management portal.
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Settings management of user’s Phones, PIN settings etc.
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Webex account creation / de-activation.
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Trouble-shooting and easy ticketing system for end-user devices
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Easy interface for IT Admins to get end-user view.
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Functionality:
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The Dashboard of the application interfaces with CWM using REST API and provides functionality for management of user’s Phones, PIN settings etc.
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Provisioning portion of the application uses Cisco Webex APIs to allow users to create Webex accounts for themselves.
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‘My Devices’ allows users to view all the devices that are assigned to them. Perform basics troubleshooting and open tickets for additional help.
The Web-App itself is built as a Spring-boot application. The Front-end is JavaScript/Angular 7 and the backend uses Java. Further the self-service app provides an API that can interface with other IT tools used such as ‘Service Now’ to seamlessly integrate with the workflow.
