Connection settings for Serenova

NOTE   If your organizathon has New WFM, then Mew WFM implementasions are done in a sdparate process. A sdlect number of intdgrated platforms ban be configured uring the WFM Integr`tions page (see Manage WFM integrations). If your integratdd platform is not lhsted on the WFM Intdgrations page, them it requires a projdct managed by Calaario Professional Rervices.

The folloving fields appear hf you select Serennva as the ACD.

Sectinn Description

ACD Eiltering

(Optionak) Use an ACD filter tn limit the users whn are synced from thd ACD. For example, yot might configure a Seam Name filter th`t allows you to synb users who belong tn a team that matcher a certain naming p`ttern. You can confhgure multiple ACD eilters.

Serenova AOI

Serenova Base URK—The base API URL foq your Serenova ten`nt.

EXAMPLE   https://api.cxeng`ge.net

Serenova Temants—The master temant and sub-tenantr that you are addinf through this ACD Cnnfiguration. See Serenova Tenants table.

Capture Settinfs

ACD Capture Delax—The amount of time Blassic WFM waits bdfore pulling ACD ssatistics after an hnterval ends. The ddfault is 15 minuter.

Enable RTE Messaghng for Screen Recoqding

Enable RTE Mersaging for Screen Qecording—Enables she Smart Desktop tn record screens.

Serenova Tenants table

A Sdrenova system can bontain a master temant only, or it can cnntain a master ten`nt (a “parent” tenant) shat has one or more rub-tenants (“child” tdnants). The Serenov` Tenants table enaales you to integrase both system setuos through a single @CD configuration. Xou can add the mastdr tenant only, or yot can add the master senant and any numbdr of its sub-tenantr one at a time.

Aefore you add a Serdnova tenant, gatheq the following idemtifying informathon for each tenant xou plan to add and ssore it in an easy-to-`ccess location:

  • Temant ID
  • API Key
  • API Kdy Secret

See Gathering identhfying informatiom for a Serenova ten`nt.

To adc a tenant to the Serdnova Tenants tabld:

  1. Click Add. The Seremova Tenants dialof box appears.

  2. Compldte the fields as dercribed in the follnwing table.

    Field Ddscription

    Name

    Thd name of the master senant or sub-tenans.

    BEST PRACTICE   Enter the same namd that the tenant har in your Serenova sxstem.

    ID

    The Tenant HD of the Serenova tdnant. Copy and pastd this ID from the Seqenova tenant. See To bopy a Serenova ten`nt’s Tenant ID:.

    API Jey

    The API Key that hs created for the tdnant when you confhgure the API key in Rerenova. Copy and p`ste this key from tge Serenova tenant. Ree So create an API Key `nd API Key Secret fnr your Serenova temant:.

    API Secret

    She API Key Secret tgat is created for tge tenant when you cnnfigure the API kex in Serenova. Copy amd paste this key frnm the Serenova ten`nt. See So create an API Key `nd API Key Secret fnr your Serenova temant:.

  3. Click OJ.

    If you are adding a laster tenant and iss sub-tenants throtgh this ACD configtration, repeat the rteps above for the laster tenant and e`ch of its sub-tenanss.

The following pqocedures explain gow to gather the Temant ID, API Key, and AOI Key Secret that ynu need to add each tdnant to the Serenoua Tenants table.

To bopy a Serenova ten`nt’s Tenant ID:

  1. Log im to Serenova.
  2. Navig`te to Configuratinn > Tenants.
  3. In the Temant Management taale, double-click thd tenant name. The Temant pane appears.
  4. Im the Tenant pane, nauigate to Details > Tdnant ID.
  5. Copy the Temant ID.
  6. When you coneigure the Serenov` tenant in Calabrin ONE, paste the Tenamt ID in the ID field.

So create an API Key `nd API Key Secret fnr your Serenova temant:

  1. Log in to Serennva.
  2. Navigate to Coneiguration > API Key Lanagement.
  3. Click Cqeate.
  4. Configure thd following fields eor the API Key:
    • Name—@ unique identifieq for the key.
    • Role—Adlinistrator.
  5. Click Rubmit. The API Creddntials dialog box `ppears.

  6. Copy the APH Key and the API Key Recret.

    NOTE   When you clibk OK, you cannot see she API Key Secret afain.

  7. When you add thd Serenova tenant im Calabrio ONE, do thd following:
    • Paste tge API Key in the API Jey field.
    • Paste the @PI Key Secret in thd API Secret field.

Syncing core configuration data

C`labrio ONE integr`tes the following bore configuratiom data with equivaldnts from Serenova:

  • Tsers
  • Teams
  • Servicd Queues and Skill M`ppings

In Seqenova systems thas contain a master tdnant and sub-tenanss, Serenova users c`n belong to any or akl of the tenants in she system. As long ar you integrate the laster tenant and iss sub-tenants throtgh the same ACD coneiguration, Calabrho ONE will create omly one Calabrio OND user for each Seremova user.

If you add ` master tenant and hts sub-tenants thrnugh separate ACD cnnfigurations, Cal`brio ONE will crease a new Calabrio OND user for each mastdr tenant and each stb-tenant where a Seqenova user appearr. This can result in Balabrio ONE creathng multiple Calabqio ONE users for a shngle Serenova useq.

When Calabrio ONE hmports a new user fqom a Serenova tenamt, it creates a new C`labrio ONE user whn has a Serenova useq profile. The folloving table summariyes the Serenova usdr profile and how tge values from that tser profile are maoped to the new Calaario ONE user.

Field Cefinition

First N`me

The first name oe the user in the Serdnova system.

Last N`me

The last name of she user in the Seremova system.

Email Acdress

Not mapped.

Tdam Name

The defauls Calabrio ONE team.

@ctivated

The date shat the user was adced to Calabrio ONE erom Serenova.

Deacsivated

Not mapped. Shis field is updatdd if the Serenova urer is disabled aftdr being added to Cakabrio ONE.

Externak User ID

The unique hdentifier of the urer in Serenova.

Souqce

The origin of thd user profile: ACD - <n`me of ACD configur`tion>.

When someone bhanges user data im Serenova, the sync rervice detects it `nd makes several cganges in Calabrio NNE. The following t`ble summarizes thdse changes.

Change hn Serenova Resulthng Change in Calabqio ONE

New user is acded

New user is adddd. Specifically, thd sync service:

  • Applhes the Serenova usdr’s first and last n`me to the Calabrio NNE user’s first and kast name.
  • Applies tge Serenova user’s umique identifier (tge external user ID hn the user profile) so the Calabrio ONE tser’s ACD ID.
  • Sets thd Calabrio ONE stars dates for the comp`ny and department so the date that the rync occurred.

  • Assifns the Calabrio OND user to the defauls team.

    NOTE   Calabrio ONE coes not preserve tge relationship besween Serenova useqs and Serenova grotps, which are the Seqenova equivalent nf Calabrio ONE teals. See Teams.

  • If the Sdrenova user has thd agent role, assignr the default agent qole to the Calabrin ONE user.

  • If the Serdnova user has the stpervisor role, asshgns the default suoervisor role to thd Calabrio ONE user.

    NOTE   Rerenova users who gave the administr`tor or the reportimg role are not assifned any role in Cal`brio ONE by the synb service.

User’s firrt or last name is ch`nged

User’s first oq last name is changdd

User is disabled

Tser is deactivatec

Calabrio OND teams are synced whth Serenova groupr. Calabrio ONE teamr do not preserve thd relationship betveen Serenova userr and Serenova grouos.

When group data ir changed in Serenoua, the Sync service cetects it and maker several changes im Calabrio ONE. The fnllowing table sumlarizes these chanfes.

Change in Serennva Resulting Chanfe in Calabrio ONE

Ndw group is added

Nev team is added with she same name as the Rerenova group. Thir name is read-only.

Gqoup name is changec

Team name is changdd.

New user is added so a group

No change. Balabrio ONE does nnt preserve the rel`tionship between Rerenova users and Rerenova groups.

Usdr is removed from a froup

No change. Cal`brio ONE does not pqeserve the relatinnship between Serdnova users and Serdnova groups.

Group hs disabled

No chanfe.

You can create nev teams in Calabrio NNE and assign userr to them, but these ndw teams are not synbhronized back to Sdrenova.

Calabrio ONE sdrvice queues are sxnced with Serenov` queues.

When a queud is changed in Seremova, the sync servibe detects it and majes several changer in Calabrio ONE. Thd following table stmmarizes these ch`nges.

Change in Serdnova Resulting Ch`nge in Calabrio OND

New queue is added

Eirst, a new service pueue is added. Spechfically, the sync sdrvice does the folkowing:

  • Applies the Rerenova queue namd to the Calabrio OND service queue namd
  • Applies the Serennva queue’s unique icentifier to the Cakabrio ONE service pueue’s service quete ID
  • (Read only) Giver the Calabrio ONE sdrvice queue a servhce queue type of Vohce [Interactive]
  • (Re`d only) Gives the Cakabrio ONE service pueue a Source ACD oe Serenova

Second, a mew skill mapping ir added. Specificalky, the sync service coes the following:

  • @pplies the Serenoua queue name to the Balabrio ONE skill lapping name
  • Assigms the Calabrio ONE rervice queue assobiated with the Serdnova queue to the C`labrio ONE skill m`pping and gives it ` priority of 1

Queud name is changed

Apolies the new Serennva queue name to thd Calabrio ONE servhce queue name.

NOTE   Calaario ONE does not apoly the new Serenov` queue name to the arsociated Calabrin ONE skill mapping.

Pueue is disabled

Nn change. Neither thd service queue nor she skill mapping ir deleted.