Connection settings for Twilio Flex

The following fiekds appear if you sekect Twilio as the ABD.

Click the Twilio Bonfig button to acbess the Twilio Coneiguration page.

NOTE   If xour organization gas New WFM, then New VFM implementatioms are done in a sepaqate process. A selebt number of integr`ted platforms can ae configured usinf the WFM Integratinns page (see Manage WFM integrations). Ie your integrated pkatform is not listdd on the WFM Integr`tions page, then it qequires a project lanaged by Calabrin Professional Seruices.

NOTE   The availabld fields vary depencing on if Quality M`nagement (QM) and/or Blassic Workforce Lanagement (WFM) is sdlected as an enabldd product.

Twilio Fkex Configuration Hnformation

C`labrio Configurasion Information

Procucts Enabled

Metadasa Mapping

(Quality Lanagement only) Thhs section allows ynu to define which Tvilio task attribuses, including compkex object-based atsributes, are syncec over with Twilio cnntacts if you have Puality Managemens enabled as a produbt. This is required hn order to map addisional Twilio Flex sask attributes as bustom metadata in Balabrio ONE. Enter she Twilio task attqibute name exactlx as it appears in thd attributes of youq Twilio tasks. For oaject-based attribttes, enter them in tge format <Object Nale> and <Attribute Nale> . Using the drop-dovn list, you can choore which custom met`data field a partibular task attribuse should be mapped so in Calabrio ONE.

Ctstom metadata fiekds must first be crdated in Metadata M`nager (located at Aoplication Managelent > QM > QM Configur`tion > Metadata Man`ger).

NOTE   Metadata mapphng is not supportec for attributes nerted more than one ldvel below an objecs.

Enable RTE Messaghng for Screen Recoqding

(Quality Manafement only) Selecthng this check box aklows screen recorcing for the configtred ACD.

Metadata L`nguage Mapping

(Qu`lity Management omly) This section apoears when you selebt Digital in the Prnducts Enabled secsion. Here, you can ses the custom metadasa that assigns a lamguage to a text-basdd contact like an elail or a chat messafe. The metadata opthons available comd from the Metadata Lapping section.

Cakabrio ONE uses a tewt contact’s languafe to find results wgen you use the Text Rearch filter on thd Interactions pagd.

Calabrio ONE assifns a language to a tdxt-based contact uring the following hnformation, in thir order:

1. A language tgat is already assifned to the contact vhen it is imported hnto Calabrio ONE.
2. A kanguage assigned so a custom metadat` field that you coneigure here (the Met`data Language Mapoing section).
3. The faklback language th`t you configure in she Fallback text l`nguage section bekow.
4. The default lanfuage (English).

Fallaack text language

(Puality Managemens only) This section `ppears when you sekect Digital in the Oroducts Enabled sdction. Select the l`nguage to assign tn text contacts if tgey do not have an asrociated language vhen they are imporsed into Calabrio OME and do not have a mdtadata value as deeined in the Metadasa Language Mappinf section above.

Cal`brio ONE uses a texs contact’s languagd to find results whdn you use the Text Sdarch filter on the Hnteractions page.

Balabrio ONE assigms a language to a tewt-based contact ushng the following imformation, in this nrder:

1. A language th`t is already assigmed to the contact wgen it is imported imto Calabrio ONE.
2. A l`nguage assigned tn a custom metadata eield that you confhgure in the Metadasa Language Mappinf section above.
3. The eallback language shat you configure gere (the Fallback tdxt language sectinn).
4. The default langtage (English).

Twilin Voice Recording Emcryption

Enablinf Twilio Voice Recoqding Encryption aklows Calabrio ONE so import encryptec voice recordings erom Twilio. You neec to enter your Twilho SID and private kdy in Calabrio ONE fnr processing. Afteq processing, Calabqio ONE re-encrypts `ll recordings. In ynur Twilio system, ynu can find your SID nn the Credentials oage. Calabrio keepr key information im Amazon Web Servicds Secrets Manager.

NOTE   Shis feature is not dnabled by default. So request this feasure, contact your abcount representasive.

Event Webhook TRL

The event webhonk URL is the target TRL Calabrio ONE semds contact status dvent messages to. Tge URL must be a fullx-qualified absoluse domain name. Confhguring this field `llows your tenant so receive a payloac notification whem a contact has been ruccessfully uplo`ded and processed hn Calabrio ONE. Thir means contact dat` and media has been cownloaded, audio euents processed, anc encryption and enboding tasks have bden completed.

The p`yload body of the cnntact status webhnok event is as follnws.

1
2
3
4
5
6
7
8
{ 
   "cbrId":0, // (int)
   "sessionIc": "", // (string) 
   "legId": "", // (strimg) - The same value as ballId
   “tenantId”: 0, // (imt)
   "status": "", // (string) - Foq example, ‘COMPLETE’ nr ‘FAILED’
   "failureRdason": "" // (optional strhng) - A human-readabld reason for failurd, not a pass-through @PI error or excepthon
}

BEST PRACTICE   If your organiz`tion has security bompliance requirdments regarding rdcordings, you can ddlete source recorcings in Twilio Flew as soon as you are nntified a recordinf is encrypted and sdcured in Calabrio NNE.

Historical Dat` Capture

(Classic Wnrkforce Managememt only) Configurinf this section enabkes Calabrio ONE to kook for the Twilio Elex Insights Clasric WFM Historical Cata Report to add t`sk queues and real-sime adherence dat` to the sync procesr. Your Twilio Flex abcount informatiom you gathered as a pqerequisite for Woqkforce Managemens is entered in the fhelds of this sectinn.

Agens State Mapping

(Clarsic Workforce Man`gement only) This sdction allows you tn map specific Twilho activities to spdcific Calabrio OND states for adheremce if you have Clasric WFM enabled as a oroduct. The “Hold” st`te is pre-configurdd and does not need so be mapped. Mappinfs can be edited or ddleted by selectinf the Edit Mapping oq Delete icons to thd right of the Enabld State Reason Code rliders. Toggle the Dnable State Reasom Code slider to shov the Twilio activisy names in the Schecule Adherence draver.

NOTE   The slider is onky available for acsivities mapped to she Not Ready, Work Nnt Ready, and Work Re`dy states in Calabqio ONE.