Connection settings for Cisco Webex Contact Center 2.0

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

IMPORTANT   You must complete these fields for all features.

Section Description

ACD Name

ACD Name—A unique name for the ACD.

Token Status

Client ID—A set of access credentials used to retrieve the token code.

Client Secret—A randomized secret value only known to the OAuth client and the authorization server.

Cisco Configuration

API URL—The path to the CWCC API. Includes the complete URL.

Media API URL—The path to the CWCC Media API. Includes the complete URL.

Cisco Tenant ID—The alphanumeric identifier of the CWCC tenant account.

Synchronization Interval (Minutes)

Interval (int)—Indicates how often (in minutes) you want to sync users, teams, and service queues in Calabrio ONE with their equivalents in CWCC.

Capture Settings

Selectable Minutes—The amount of time WFM waits before pulling ACD statistics after an interval ends.

Enable Data Recapture—Select this check box to recapture data from the entire previous day.

Enable RTE Messaging for Screen Recording—Allows you to record the screens of Webex Contact Center 2.0 agents who are configured for screen recording in Calabrio ONE.

Integrating core configuration data

Calabrio ONE syncs the following core configuration data with equivalents from CWCC through three API requests.