Connection settings for InContact (for QM and Analytics)

Calabrio ONE syncs with InContact to bring in user, team, and skill data. This data is maintained in InContact. If you change any of it in Calabrio ONE, those changes are not synced back to InContact.

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.

The following fields appear if you select InContact as the ACD.

IMPORTANT   You must complete these fields for all QM and Classic WFM features.

Field Description

Vendor Name

The vendor name, provided by InContact.

Application Name

The application name, provided by InContact.

NOTE   The application needs to include the following API scope: AdminAPI, RealtimeDataAPI, and Reporting API.

Application ID

The application ID, provided by InContact.

User Name

Your user name, as configured in InContact.


Your password, as configured in InContact.