Connection settings for Cisco Webex Contact Center 2.0

The following fields appear if you select Cisco Webex Contact Center 2.0 as your ACD.

NOTE   If your organization has New WFM, then New WFM implementations are done in a separate process. A select number of integrated platforms can be configured using the WFM Integrations page (see Manage WFM integrations). If your integrated platform is not listed on the WFM Integrations page, then it requires a project managed by Calabrio Professional Services.

Field Description
ACD Name

A unique name for the ACD.


Your Cisco Webex Contact Center username. This is a user email address associated with administrative credentials in Cisco Webex Contact Center.


The complete base URL of the Cisco Webex Contact Center API, including the protocol identifier.

Tenant ID

The alphanumeric identifier of the Cisco Webex Contact Center tenant account.

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. For more information about syncing with Webex Contact Center, see Core Configuration Data for 1.0.

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 about screen recording, see QM Data for 1.0.