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.
Username	Your Cisco Webex Contact Center username. This is a user email address associated with administrative credentials in Cisco Webex Contact Center.
API URL	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.
Products Enabled - Quality Management	Quality Management has been purchased as a Calabrio ONE product. Calabrio ONE offers support for Webex Contact Center 2.0 omnichannel systems. Webex Contact Center 2.0 voice, chat, and SMS channels are supported. This means call recordings, SMS transcripts, and chat transcripts can be ingested into Calabrio ONE.
Voice	Enables Webex Contact Center 2.0 voice channels.
Digital (Chat, SMS, Email, Social)	Enables Webex Contact Center 2.0 digital (chat, SMS) channels.
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 Details panel on the Media Player page (Interactions > open a contact). You can view, edit, or delete a metadata field from your system.
Synchronization 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.
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.
Metadata Language Mapping	This section appears when you select Digital in the Products Enabled section. Here, you can set the custom metadata that assigns a language to a text-based contact like an email or a chat message. The metadata options available come from the Metadata Mapping section. Calabrio ONE uses a text contact’s language to find results when you use the Text Search filter on the Interactions page. Calabrio ONE assigns a language to a text-based contact using the following information, in this order: A language that is already assigned to the contact when it is imported into Calabrio ONE. A language assigned to a custom metadata field that you configure here (the Metadata Language Mapping section). The fallback language that you configure in the Fallback text language section below. The default language (English).
Fallback text language	This section appears when you select Digital in the Products Enabled section. Select the language to assign to text contacts if they do not have an associated language when they are imported into Calabrio ONE and do not have a metadata value as defined in the Metadata Language Mapping section above. Calabrio ONE uses a text contact’s language to find results when you use the Text Search filter on the Interactions page. Calabrio ONE assigns a language to a text-based contact using the following information, in this order: A language that is already assigned to the contact when it is imported into Calabrio ONE. A language assigned to a custom metadata field that you configure in the Metadata Language Mapping section above. The fallback language that you configure here (the Fallback text language section). The default language (English).
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.