Add wxcc-banking-crm playbook: Banking CRM Agent Desktop with WxCC screen pop and click-to-dial

[fortunesmith]

Playbook Pull Request

Required Files

• Playbook folder at playbooks/wxcc-banking-crm/ — kebab-case name
• README.md with all 6 required sections: Use Case Overview, Architecture, Prerequisites, Code Scaffold, Deployment Guide, Known Limitations
• APPHUB.yaml present and correctly formatted
• diagrams/ folder present with Mermaid architecture diagram
• src/ folder present with sample code (TypeScript + Lit + Webex Contact Center SDK)

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Author Checklist

• This PR touches only one playbook folder
• All 6 required sections present in README.md
• APPHUB.yaml complete with all required fields
• Branch name follows playbook/wxcc-banking-crm
• Code scaffold connects to a real, documented Webex API endpoint (@webex/contact-center 3.9.0 SDK — developer.webex.com/docs/webex-contact-center)
• Deployment guide tested end-to-end (npm ci && npm run build passes; smoke tested locally)
• No competitor tools (Genesys, NICE, Five9, Talkdesk) as primary integration targets

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What this Playbook does

Imports shrishailsd/WX12025 — a browser-based banking CRM demo with a built-in Webex Contact Center agent desktop. Demonstrates:

• ANI-driven screen pop: on every inbound call, the caller's phone number automatically searches the CRM and surfaces the matching customer record
• Click-to-dial: agents click any phone number in a customer card to launch an outbound WxCC call via webex.cc.startOutdial()
• Full call lifecycle: station login, inbound accept/decline, hold/resume/mute, wrap-up via the @webex/contact-center TypeScript SDK and Lit web components
• Single-tab agent desktop: the CRM and WxCC agent controls run together in one browser tab — no separate agent desktop application required

Source: adapted from MIT-licensed sample. .parcelrc added to fix WAV audio asset bundling (missing from upstream repo).

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Self-Attestation

By submitting this PR I confirm that the deployment guide is accurate to the best of my knowledge and that Webex does not guarantee the functional accuracy of this Playbook.

Made with Cursor

[github-actions]

Playbook Validation Results

Playbook: playbooks/wxcc-banking-crm

• README.md exists
• README.md contains all 6 required section headers
• APPHUB.yaml exists
• No prohibited competitor as primary integration target (APPHUB metadata)
• All required APPHUB.yaml fields present and non-empty
• APPHUB.yaml categories has at least one value
• APPHUB.yaml friendly_id ends with -playbook
• APPHUB.yaml tag_line is valid (101/128 chars)
• APPHUB.yaml product_types is valid
• /diagrams/ folder exists
• /src/ folder exists
• Folder name is kebab-case

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Validation passed.

[github-actions]

Playbook Details (from APPHUB.yaml)

Field	Value
Playbook title	Webex Contact Center Agent Desktop Banking CRM
Third-party tool	Banking CRM
Categories	financial-services, customer-support, agent-supervisor-tools, developer-tools
Estimated implementation time	2-4 hours

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Auto-generated from APPHUB.yaml.

[github-actions]

Contentstack: Published to integration

wxcc-banking-crm-playbook

• Integration: View in App Hub
• Contentstack: Edit entry

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Published playbooks are available in the integration environment.