Connect to Cisco Webex Contact Center 2.0

This section explains how to set up the connection between Cisco Webex Contact Center 2.0 and Calabrio ONE. The Organization ID is appended to the admin access token when you log in.

IMPORTANT   Exercise extra caution before you make any changes to the account you use to configure your Cisco Webex Contact Center 2.0 ACD. If you must change the administrator password periodically, then you should follow the Configure automatic reauthorization procedure immediately after you change the administrator password to ensure the integration's connection does not break.

Prerequisites

Copy the following information from your Webex Contact Center provider and save it in an easy-to-access location. Follow the procedures detailed in Configure Cisco Webex Contact Center.

• Username — This is a user email address associated with administrative credentials in Cisco Webex Contact Center.
• Your Webex Administrator user must have the required permissions and role(s) in Webex Control Hub for your Webex Contact Center system. See the "Assign roles and permissions" procedure in the Configure Cisco Webex Contact Center topic for more.
• API URL — The complete base URL of the Webex Contact Center API, including the protocol.
• Tenant ID — This is your Cisco Webex Contact Center Organization ID.

Configuration Procedures

BEST PRACTICE   Calabrio recommends that you configure CWCC 2.0 in a private browser session such as incognito mode in a Google Chrome or Microsoft Edge browser.

• Configure CWCC 2.0 using CMSv2 APIs— Follow this procedure if you are an existing customer transitioning from CWCC 1.0 to 2.0 and you have QM, Analytics, or Classic WFM.

• Configure CWCC 2.0 using 2.0 programmatic APIs— Follow this procedure if your deployment includes QM, Analytics, Classic WFM, or WFM and you are not transitioning from CWCC 1.0 to 2.0.

  If you have WFM, you must conduct the Connect WFM to Cisco Webex Contact Center 2.0 procedure after completing the Configure CWCC 2.0 using 2.0 programmatic APIs procedure.
  

Configure CWCC 2.0 using CMSv2 APIs

1. In Calabrio ONE, navigate to Application Management>System Configuration>ACD Configuration.
2. Click Add. The ACD Details window opens.

3. In the ACD Details window, configure the fields as follows.

   Field	Configuration
   Select ACD	Select Cisco Customer Journey Platform. NOTE   Calabrio ONE currently refers to Webex Contact Center as Cisco Customer Journey Platform.
   Name	Enter a unique name for the ACD.

4. Click OK.

5. In the Select ACD table, select the Cisco Webex Contact Center ACD you just created.
6. Skip the ACD Filtering section. This integration does not support ACD Filtering.

7. Configure the Cisco Customer Journey Platform API section as follows.

   Field	Configuration
   Cisco Customer Journey Platform API URL	Enter the complete base URL of the Webex Contact Center API that you saved in Step 1, including the protocol identifier. EXAMPLE   https://rest-tenant.ccone.net/aws/api
   Cisco Customer Journey Platform Media API URL	Enter the complete URL of the Webex Contact Center Media API that you saved in Step 1, including the protocol identifier. EXAMPLE   https://rd-tenant.ccone.net/cri/get-decrypted-recording
   User Name	Enter the email address of the Webex Contact Center user that you saved in Step 1. This user must be authorized to access the Webex Contact Center API and the Webex Contact Center Media API.
   API Key	Enter the API key for the Webex Contact Center API and Webex Contact Center Media API that you saved in Step 1.
   Cisco Webex Contact Center 1.0	Select the checkbox. This checkbox enables you to connect to CWCC 2.0 with CMSv2 APIs.
   Cisco Tenant ID	Enter the alphanumeric identifier of your Webex Contact Center tenant account. This is your Cisco Organization ID.

8. Configure the Synchronization Interval section as follows.

   Section	Description
   Interval (Minutes)	Enter how often (in minutes) you want the Data Server to sync users, teams, and service queues in Calabrio ONE with their equivalents in Webex Contact Center. For more information about syncing with Webex Contact Center, see Core Configuration Data for 1.0. Minimum = 10 minutes.

9. Configure the Capture Settings section as follows.

   Field	Description
   ACD Capture Delay	Select the amount of time that you want WFM to wait before it imports ACD statistics after an interval ends.
   Enable Data Recapture	(Optional) Select the check box if you want to recapture data from the entire previous day. If you routinely handle calls that last longer than the maximum default delay, you can opt to recapture the entire previous day’s data from midnight to midnight. The recaptured data overwrites what was captured during the day. This ensures that your statistics are correct and that the data for very long calls is in the correct interval.
   Recapture Time	Enter the time of day that you wantCalabrio ONEto recapture the previous day’s data from the ACD.

10. (Optional) Select Enable RTE Messaging for Screen Recording. This allows you to record the screens of Webex Contact Center agents who are configured for screen recording in Calabrio ONE. For more information, see Screen Recording.
11. Click Save.

Configure CWCC 2.0 using 2.0 programmatic APIs

1. In Calabrio ONE, navigate to Application Management>System Configuration>ACD Configuration.
2. Under Select ACD, click Add.
3. Select Cisco Webex Contact Center 2.0 from the Select ACD drop-down list.

4. Configure the fields as follows.

   Field	Configuration
   ACD Name	Enter a unique name for the ACD.
   Username	Enter your CWCC username. This is a user email address associated with administrative credentials in CWCC.
   API URL	Enter the complete base URL of the Cisco Webex Contact Center API, including the protocol identifier.
   Tenant ID	Enter the Organization ID of the CWCC tenant account.
   Products Enabled - Quality Management	Quality Management — Select if your organization has purchased Quality Management. Select the Voice check box if your organization only wants Calabrio ONE to ingest voice contacts only. Select the Digital (Chat, SMS) check box if your organization wants Calabrio ONE to ingest chats and SMS messages.
   Metadata Mapping	(Optional) Allows you to map CWCC metadata to custom metadata labels in Calabrio ONE. See Sync Metadata to Calabrio ONE for more details. CWCC metadata values are synced with CWCC contacts into Calabrio ONE. The CWCC metadata values are mapped to metadata labels created in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager). After successfully mapped, metadata can be used to add a variety of trackable information to a contact in Calabrio ONE. Metadata fields can be found in the Contact Information tab on the Media Player page (Interactions tab > select a contact). You can view, edit, or delete a metadata field from your system.
   Interval (Minutes)	Indicates how often (in minutes) you want to sync users, teams, and service queues in Calabrio ONE with their equivalents in Cisco Webex Contact Center.
   Capture Delay (minutes)	Sets the amount of time you want WFM to wait before it imports ACD statistics after an interval ends.
   Enable Data Recapture	(Optional) Select this check box if you want to recapture data from the entire previous day.
   Enable RTE Messaging for Screen Recording	(Optional) Allows you to record the screens of CWCC agents who are configured for screen recording in Calabrio ONE. For more information, see Screen Recording.
   Authorization URL	NOTE   This section only appears when you edit an existing ACD. It does not appear when you create a new ACD. The Calabrio ONE data servers connect with Webex Contact Center for an access token every twelve hours. If a token refresh failure occurs then the OAuth process breaks. Configuring this setting allows your system to reestablish the OAuth authentication in the event of a token refresh failure for a maximum of sixty days. A token refresh failure can occur for several reasons such as the following. Changing the email address of the administrator account. Deactivating the account in Active Directory. Changing the password in Active Directory. Switching from Active Directory sync to single sign-on in your Cisco account. Changing domains.

5. Click Save. You are redirected to your Cisco Webex Contact Center login page.

6. Enter your Cisco username and password.

7. After successfully entering your Cisco username and password, you are directed back to Calabrio ONE.
   

   NOTE   If you have New WFM, you must conduct the Connect WFM to Cisco Webex Contact Center 2.0 procedure after completing this one.

Configure automatic reauthorization

1. Ensure you are logged out of Cisco Webex Contact Center.

2. In Calabrio ONE, navigate to Application Management>System Configuration>ACD Configuration.
3. Under Select ACD, select your Webex Contact Center 2.0 ACD from the ACD Servers list and click Edit. The Cisco Webex Contact Center 2.0 ACD page opens.
4. Go to the Authorization URL section and click the copy icon to copy the URL.
5. Open a private browser such as incognito mode in Google Chrome.
6. Paste the URL in the private browser. You are then routed to the Cisco Webex login page.
7. Enter the login credentials of the administrator account linked to this ACD and sign in. Then, the Calabrio ONE login page opens.

8. Copy the code string in the address bar. The section you need to copy starts after the equal sign and continues to the end of the URL.

   EXAMPLE   
   In the example above, the code portion is in the red outlined box starting with Z and ending with 1. Note, part of the code string is blurred out for security purposes.

9. Navigate back to the ACD page for your Webex Contact Center 2.0 ACD.

10. Enter the code in the second text box under Authorization URL.

11. Click Authorize.

12. Click Save.

Configure a Data Server

1. In Calabrio ONE, navigate to Application Management > System Configuration > Data Server Configuration.
2. From the Select Data Server Configuration drop-down list, select the Data Server that you want to use for the Webex Contact Center ACD.

3. Configure the following settings.

   Setting	Configuration
   Regional Data Server ACD Sync Settings	Select the Enable Sync check box, and then move the Webex Contact Center ACD from Available to Assigned.
   Regional Data Server ACD Capture Settings	Select the Enable Capture check box, and then move the Webex Contact Center ACD from Available to Assigned.
   Regional Data Server Real-Time Event Settings	Select the Enable Real-Time Events check box, and then move the Webex Contact Center ACD from Available to Assigned.
   Media Import Server Settings	Select the Enable Media Import check box, and then move the Webex Contact Center ACD from Available to Assigned.

4. Click Save.