Use this article to set up and manage integration connectors for Webex Contact Center.
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Webex Contact Center platform supports Salesforce, Google, Webex Experience Management, and Custom connectors.
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Webex Contact Center 1.0 platform supports Salesforce and Custom connectors.
Google CCAI and Nuance connectors are available only for Unified CCE, Packaged CCE, HCS-CC, and Webex CCE customers as a Hybrid feature. |
1. Create a Salesforce Connected App. For more information, see Configure Connected App for Webex Contact Center Salesforce Connector. After you create the Salesforce Connected App, the system generates the Client ID (referred to as Consumer Key on Salesforce) and the Private Key.
2. Configure the Salesforce Connector as described below:
You can add up to five Salesforce connectors for your organization. |
Before you begin
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Log in to your customer organization at https://admin.webex.com and navigate to . |
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On the Salesforce card, click Set Up or Add More. |
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In the Name field, enter a unique name for the connector. |
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In the Client ID field, enter the service client ID. |
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In the Email ID field, enter the email ID of the Salesforce Connected App user.
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In the URL field, you can view a default URL for the Salesforce Authorization Server. You can edit this field if the authorization server is hosted on a different URL.
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In the Private Key field, enter the private key of the digital certificate that is uploaded in the Salesforce Connected App. |
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Click Done to save the connector details and then click Close.
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What to do next
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For more information on Flow Designer, see the HTTP Request Settings section in the Working with Flow Designer chapter in the Cisco Webex Contact Center Setup and Administration Guide.
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For more information on Control Scripts, see the Fetch Variable Block section in the Working with Call Control Scripts chapter in the Cisco Webex Contact Center 1.0 Setup and Admnistration Guide.
You can add up to five connectors for your organization. |
Before you begin
Ensure that you have downloaded the authentication key (JSON file). For more information, see the Google documentation.
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Log in to your customer organization at https://admin.webex.com and navigate to . |
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On the Google Connector card, click Set Up or Add More. |
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In the Name field, enter a unique name for the connector (for example, Offers and Discounts Page). |
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Click Upload Authentication Key. |
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Click Done to save the connector details and then click Close. |
What to do next
After you successfully save the connector, it’s available for use. You can use this connector to configure the Menu activity in the Flow Designer. For more information, see the Menu section in the Working with Flow Designer chapter in the Cisco Webex Contact Center Setup and Administration Guide.
The Google Contact Center AI (Google CCAI) connector helps your organization establish a trust relationship between your Google Cloud Platform (GCP) account and the Cisco product to use Google services. This connector uses the Agent Answers feature that empowers agents with real-time assistance during the call or when using the virtual agent.
Before you begin
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Log in to your customer organization at https://admin.webex.com and navigate to . |
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On the Google Contact Center AI card, click Set Up or Add More. A new tab opens on the browser.
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Click Sign In with Google to authenticate with Google to access the Google Cloud Platform. A Google Cloud Sign-in dialog box appears.
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Sign in to Google with the same ID that you used to create the Google CCAI project. |
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Grant permissions to view and manage your data. On successful sign-in, a confirmation message appears.
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On the New Google Contact Center AI Connector page, enter a name that identifies the purpose of your connector. |
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Choose Contact Center AI Project from the drop-down list that you created on the Google Cloud Platform. |
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Choose a project name from the Cisco-Provided Project Name drop-down list. You must have received the project name in an email notification. If you're a non-OEM customer, choose Not Applicable from the drop-down list. |
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Choose Google Cloud Service Account from the drop-down list. You must have received the Google Cloud Service Account details in an email notification. |
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Click Save. |
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Click Refresh to view the new connector on the Google Contact Center AI card. |
What to do next
Cisco Webex Experience Management is a Customer Experience Management (CEM) platform. The platform allows you to see your business from your customers' perspective and their experience with the brand.
The Webex Experience Management connector:
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Powers customer journey mapping, text analytics, and predictive modeling.
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Uses the customer feedback received through different channels such as email, SMS, and Interactive Voice Response (IVR).
You can add only one Webex Experience Management connector for your organization. |
Before you begin
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Log in to your customer organization at https://admin.webex.com and navigate to . |
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On the Webex Experience Management card, click Set Up. |
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In the Name field, enter a unique name for the connector (for example, Survey Feedback). |
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In the Description field, enter a description for the connector. |
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In the Username field, enter the username that you received when you registered for the Webex Experience Management account. |
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In the API Key field, enter the API key that you received when you registered for the Webex Experience Management account. |
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Click Done to save the connector details and then click Close. |
What to do next
After you successfully save the connector, it’s available for use. You can use this connector to configure the Feedback activity in the Flow Designer. For more information, see the Feedback section in the Working with Flow Designer chapter in the Cisco Webex Contact Center Setup and Administration Guide.
This connector is required only if you need to authenticate the endpoint. You can disable the Use Authenticated Endpoint toggle button when you configure the HTTP Request activity in the Flow Designer.
You can add up to 10 custom connectors for your organization. |
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Log in to your customer organization at https://admin.webex.com and navigate to . |
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On the Custom Connector card, click Set Up or Add More. |
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In the Name field, enter a unique name for the connector (for example, Contact Center Connector). |
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Choose the type of authentication from the Authentication Type drop-down list. The available types are:
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In the Resource Domain URL field, enter the URL of a domain name with an "https://" prefix. |
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If the Authentication Type is OAuth 2.0,
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If the Authentication Type is Basic Authentication and the Grant Type is Password Grant,
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Click Done to save the connector details and then click Close. |
What to do next
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For more information on Flow Designer, see the HTTP Request Settings section in the Working with Flow Designer chapter in the Cisco Webex Contact Center Setup and Administration Guide.
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For more information on Control Scripts, see the Fetch Variable Block section in the Working with Call Control Scripts chapter in the Cisco Webex Contact Center 1.0 Setup and Administration Guide.
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Log in to your customer organization at https://admin.webex.com and navigate to . |
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Click the connector name that appears on the card.
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You must first deactivate a connector before you can edit fields in the Credentials section. Click Deactivate and confirm.
After you deactivate a connector, you can either reactivate, edit, or delete the connector.
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