Connection settings for Cisco Webex Contact Center

NOTE   Calabrio ONE currently refers to Cisco Webex Contact Center (CWCC) as Cisco Customer Journey Platform (CJP).

The following fields appear if you select Cisco Customer Journey Platform as the ACD.

IMPORTANT   You must complete these fields for all features.

Section Description

ACD Filtering

Use an ACD filter to limit the users who are synced from the ACD. For example, you might configure a Team Name filter that allows you to sync users who belong to a team that matches a certain naming pattern. You can configure multiple ACD filters.

Cisco Customer Journey Platform API

Cisco Customer Journey Platform API URL—The path to the CWCC API. Include the complete URL.

EXAMPLE   https://rest-sbxa.ccone.net/aws/api

Cisco Customer Journey Platform Media API URL—The path to the CWCC Media API. Include the complete URL.

EXAMPLE   https://rd-sbxa.ccone.net/cri/get-decrypted-recording

User Name—The user name with access to the CWCC API and CWCC Media API.

API Key—The requesting API Key for the CWCC API and CWCC Media API.

Cisco Webex Contact Center 1.0 — Select this checkbox to enable API requests specific to Webex Contact Center 1.0 or newer.

Cisco Tenant ID — Enter the alphanumeric identifier of the Webex Contact Center tenant account.

Synchronization Interval

Interval (Minutes)—The length of the interval at which the ACD is synchronized with the Data Server.

Capture Settings

ACD Capture Delay—The amount of time WFM waits before pulling ACD statistics after an interval ends. The default delay is 120 minutes.

Historical data from CWCC may not be available for up to 120 minutes after an interval ends.

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

If you routinely handle calls that last more 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 to recapture the previous day’s data from the ACD.

Enable RTE Messaging for Screen Recording

Enables the Smart Desktop to record screens for calls recorded by CWCC.

Integrating core configuration data

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