Connection settings for RingCX

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 Ring Central as the ACD.

Field	Description
ACD Name
ACD Name	The name of your RingCX ACD.
Ring Central Configuration
Account ID	Your RingCentral Account ID.
Sub Account ID	Your Sub Account ID within RingCX for the environment you are configuring. This is not your master RingCentral Account ID.
Client ID	The client ID associated with the master RingCentral account.
Client Secret	The client secret of the master RingCentral account.
JSON Web Token	The JSON web token (JWT) associated with your RingCentral application and environment. IMPORTANT Calabrio recommends that you do not set an expiration date for your JSON web token (JWT). If you do set an expiration date and the JWT expires, then you risk breaking the integration. Therefore, you must update the token before it expires or submit a support case to get assistance updating the token after it expires.
Calabrio Configuration
Username	The login name of your Calabrio ONE user.
Password	The password of your Calabrio ONE user.
Products Enabled
Quality Management	Your organization has purchased Calabrio Quality Management. Calabrio ONE offers support for RingCentral omnichannel systems. Calabrio ONEsupports both RingCentral voice and chat channels. This means both call recordings and chat transcripts are ingested into Calabrio ONE.
Voice	Enables RingCentral voice channels
Digital (Chat, SMS, Email, Social)	Enables RingCentral digital (chat, SMS) channel(s). See About Calabrio ONE Digital Channel Support for more information.
Metadata Mapping
Add Mapping	This section allows you to define which RingCX metadata values are synced with RingCX contacts into Calabrio ONE. The RingCentral metadata values are mapped to metadata labels created in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager). Metadata fields must first be created in Metadata Manager in Calabrio ONE (see Manage metadata fields for more information). Follow the Sync RingCentral Metadata to Calabrio ONE procedure in the RingCentral Integration Guide to map your RingCX metadata. After you map your metadata it can add a variety of trackable information to a contact in Calabrio ONE. Metadata fields can be found in the Details panel in the Media Player (Interactions > open a contact). You can view, edit, or delete a metadata field from your system.
Enable RTE Messaging for Screen Recording
Enable RTE Messaging for Screen Recording	Select this check box to enable Calabrio ONE Smart Desktop for Screen Recording. See Screen Recording for more configuration details.
Metadata Language Mapping
Add 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
Choose 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).