Configuring Twilio Flex as an ACD

This section explains how to set up the connection to Twilio Flex in Calabrio ONE.

IMPORTANT   The procedures detailed in this topic are not applicable for Calabrio ONE New WFM. If your organization has Calabrio ONE New WFM, Calabrio Professional Services or a Calabrio partner organization conducts the installation and configuration of the Twilio Flex integration.

NOTE   If your organization is interested in a Calabrio-developed plug-in, your Calabrio Account Representative works with Calabrio Support Services to provide the plug-in for your organization. See Plug-Ins for more information.

Prerequisites

• Navigate to help.twilio.com to submit a support ticket to update the Twilio Flex to Flex Insights data push interval from the default one hour interval to a fifteen minute interval.
• You need a Calabrio ONE service account with a username and password.

• If configuring custom metadata, metadata labels must first be created in Metadata Manager in Calabrio ONE (located at Application Management > QM > QM Configuration > Metadata Manager).
  You must select Text from the Metadata Type drop-down list on the Metadata Manager page for the metadata to map. All other fields on the Metadata Manager page can be configured as desired.

• If configuring Twilio Voice Recording Encryption, Call Recording Encryption must be enabled in Twilio Flex, a public key must be configured in Twilio Flex, you are responsible for generating a valid RSA key pair, and your private key must be in PKCS8 format. For more information on Call Recording Encyrption, see Twilio's help documentation.

Page Location

Application Management > Global > System Configuration > ACD Configuration

Procedures

Create and configure a Twilio Flex ACD for a Tenant

This procedure is conducted from the Tenant Administration ACD Configuration page.

1. Click Twilio Config to access the Twilio Flex configuration page.
2. From the ACD Name drop-down list, select the Twilio Flex ACD you want to configure.
3. Within the Twilio Flex Configuration section, enter the Twilio product information you gathered for Quality Management into their respective fields.
4. Within the Calabrio Configuration section, enter your Calabrio ONE Calabrio API Username. This is your service account username.
5. Enter your Calabrio ONE password in the Calabrio API Password field.
6. Within the Products Enabled section, select the products purchased by our organization.

   Quality Management — Select if your organization has purchased Quality Management.
   After selecting Quality Management, select the Voice check box if your organization only wants Calabrio ONE to ingest voice contacts only.
   Select Digital (Chat, SMS) if your organization wants Calabrio ONE to ingest chats and SMS messages.

   Workforce Management — Select if your organization has purchased Classic Workforce Management. This option is only applicable to Classic WFM. Disregard this toggle if your organization has WFM (also referred to as New WFM). Calabrio Professional Services handles the full implementation process for WFM. This includes the design and discovery, execution, testing and validation, and trainings phases. For more details please contact your account representative.

7. Within the Metadata Mapping section enter task attributes, which can include object-based task attributes, in the Twilio Task Attribute field by following the steps below. This section only appears if Quality Management is selected under Products Enabled.

   NOTE   This step enables you to map Twilio task attributes to custom Calabrio ONE metadata fields if you have Quality Management selected in the previous step.

   • Click the Add Mapping icon.
   • Enter a Twilio Task Attribute in the text field.
   • Select metadata from the Calabrio Metadata Name drop-down list.
   • Click the Save Mapping icon.
   • Repeat as desired.
   • (Alternatively) Click the X icon to remove an item from the list.
8. (Optional) Click the Enable RTE Messaging for Screen Recording check box to enable screen recording.
9. (Optional) Within the Twilio Voice Recording Encryption section, enter the following information. See "Twilio Voice Recording Encryption" in the Field Descriptions below for more information.
   • Name — The alphanumeric identifier you give your Twilio voice encryption SID and private key.

   • Public Key SID — In your Twilio system, navigate to the Credentials page and copy the SID for the public key that is currently being used to encrypt recordings. Navigate back to Calabrio ONE and paste the SID in the Public Key SID field.

   • Private Key — Locate and copy the private key associated with your public key. Navigate back to Calabrio ONE and paste the key in the Private Key field.

   NOTE   You are responsible for completing this step if you enabled Voice Recording Encryption in your Twilio system.

10. (Optional) In the Event Webhook URL text box, enter the fully-qualified absolute domain name where you want to receive a payload notification when a contact has been successfully uploaded and processed in Calabrio ONE.
11. Click Test Connection to ensure that your ACD connection is configured correctly.
12. Click Save.
    

Field Descriptions

NOTE   The available fields vary depending on if Quality Management (QM) and/or Classic Workforce Management (WFM) is selected as an enabled product.

Twilio Flex Configuration Information

Calabrio Configuration Information

Products Enabled

Metadata Mapping

(Quality Management only) This section allows you to define which Twilio task attributes, including complex object-based attributes, are synced over with Twilio contacts if you have Quality Management enabled as a product. This is required in order to map additional Twilio Flex task attributes as custom metadata in Calabrio ONE. Enter the Twilio task attribute name exactly as it appears in the attributes of your Twilio tasks. For object-based attributes, enter them in the format <Object Name> and <Attribute Name> . Using the drop-down list, you can choose which custom metadata field a particular task attribute should be mapped to in Calabrio ONE.

Custom metadata fields must first be created in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager).

NOTE   Metadata mapping is not supported for attributes nested more than one level below an object.

Enable RTE Messaging for Screen Recording

(Quality Management only) Selecting this check box allows screen recording for the configured ACD.

Twilio Voice Recording Encryption

Enabling Twilio Voice Recording Encryption allows Calabrio ONE to import encrypted voice recordings from Twilio. You need to enter your Twilio SID and private key in Calabrio ONE for processing. After processing, Calabrio ONE re-encrypts all recordings. In your Twilio system, you can find your SID on the Credentials page. Calabrio keeps key information in Amazon Web Services Secrets Manager.

NOTE   This feature is not enabled by default. To request this feature, contact your account representative.

Event Webhook URL

The event webhook URL is the target URL Calabrio ONE sends contact status event messages to. The URL must be a fully-qualified absolute domain name. Configuring this field allows your tenant to receive a payload notification when a contact has been successfully uploaded and processed in Calabrio ONE. This means contact data and media has been downloaded, audio events processed, and encryption and encoding tasks have been completed.

The payload body of the contact status webhook event is as follows.

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{ 
   "ccrId":0, // (int)
   "sessionId": "", // (string) 
   "legId": "", // (string) - The same value as callId
   “tenantId”: 0, // (int)
   "status": "", // (string) - For example, ‘COMPLETE’ or ‘FAILED’
   "failureReason": "" // (optional string) - A human-readable reason for failure, not a pass-through API error or exception
}

BEST PRACTICE   If your organization has security compliance requirements regarding recordings, you can delete source recordings in Twilio Flex as soon as you are notified a recording is encrypted and secured in Calabrio ONE.

Historical Data Capture

(Classic Workforce Management only) Configuring this section enables Calabrio ONE to look for the Twilio Flex Insights Classic WFM Historical Data Report to add task queues and real-time adherence data to the sync process. Your Twilio Flex account information you gathered as a prerequisite for Workforce Management is entered in the fields of this section.

Agent State Mapping

(Classic Workforce Management only) This section allows you to map specific Twilio activities to specific Calabrio ONE states for adherence if you have Classic WFM enabled as a product. The “Hold” state is pre-configured and does not need to be mapped. Mappings can be edited or deleted by selecting the Edit Mapping or Delete icons to the right of the Enable State Reason Code sliders. Toggle the Enable State Reason Code slider to show the Twilio activity names in the Schedule Adherence drawer.

NOTE   The slider is only available for activities mapped to the Not Ready, Work Not Ready, and Work Ready states in Calabrio ONE.