Availability of Connectors in Contact Center Solutions

  • Webex Contact Center platform supports Salesforce, Google, Google CCAI, Webex Experience Management, and Custom connectors.

  • Webex Contact Center 1.0 platform supports Salesforce and Custom connectors.

Configure a Connector

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.


Ensure that you disable the pop-up blocker on the browser before configuring a connector.

Before you begin

  • Create the GCP Project ID and agent application with your relevant account.

  • Place the Contact Center Order on Cisco Commerce Workspace (CCW). For more information, see the Ordering Guide for your contact center solution on the Cisco Collaboration Ordering Guides page.

  • The A2Q process will be initiated as part of the order process to ensure the overall solution is eligible to support CCAI services.

  • During the A2Q process, the CCAI provisioning form will be shared on the customer’s email address to be filled at https://app.smartsheet.com/b/form/5c705d899adf412692d74e0b2f16e810. This step is required to map the GCP Project ID with Cisco’s service account. Also, GCP project ID credentials are validated in the backend before further mappings take place.

  • Share the project ID and the email address (used to sign in and create GCP Project) with a Cisco representative to create a primary Service Account for billing and enabling all Cisco-entitled AI services for the account.

  • This completes the allow-listing process for billing and an email is sent to the customer with the subject CCAI Onboarding Provision Status Update which includes the updated GCP credentials to use for onboarding purposes.

  • Complete the Assessment to Quality (A2Q) process for Contact Center AI (CCAI) and procure Cisco subscription Flex SKU.

  • As part of Order completion, if Org is not available, credentials to set up the customer organization for your Contact Center solution will be provided.

  • Set up the customer organization for your Contact Center solution.

1

Log in to your customer organization at https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

On the Google Contact Center AI card, click Set Up or Add More.

A new tab opens on the browser.
3

Click Sign In with Google to authenticate with Google to access the Google Cloud Platform.

A Google Cloud Sign-in dialog box appears.
4

Sign in to Google with the same ID that you used to create the Google CCAI project.
5

Grant permissions to view and manage your data.

On successful sign-in, a confirmation message appears.
6

On the Google Contact Center AI page, enter a name that identifies the purpose of your connector.

7

Choose GCP Project from the drop-down list that you created on the Google Cloud Platform.

8

Choose a GCP project name from the Cisco-Provided Project Name drop-down list. You must have received the project name in an email notification.

9

Choose Cisco-provided Service Account from the drop-down list. You must have received the service account details in an email notification.

10

Click Save.

11

Click Refresh to view the new connector on the Google Contact Center AI card.

What to do next

Create a Contact Center AI configuration on the Features tab. For more information, see the article Create a Contact Center AI configuration.
Use this connector to enable the text-to-speech (TTS) capability in the Flow Designer.

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.


Ensure to enable the Cloud Text-to-Speech API in the Google Cloud Platform Console.

1

Log in to your customer organization at https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

On the Google Connector card, click Set Up or Add More.

3

In the Name field, enter a unique name for the connector (for example, Offers and Discounts Page).

4

Click Upload Authentication Key.

5

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.

Configuring a Salesforce Connector is a two-step process.

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

Ensure that you have the Client ID and Private Key of the Salesforce account.

1

Log in to your customer organization at https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

On the Salesforce card, click Set Up or Add More.

3

In the Name field, enter a unique name for the connector.

4

In the Client ID field, enter the service client ID.

5

In the Email ID field, enter the email ID of the Salesforce Connected App user.


 

Ensure that this user's profile has access to the Salesforce Connected App.
6

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.


 

For more information, see the aud parameter in the section on how to create a JWT, in the Salesforce documentation.

7

In the Private Key field, enter the private key of the digital certificate that is uploaded in the Salesforce Connected App.

8

Click Done to save the connector details and then click Close.


 

Webex Contact Center validates connectivity to the Salesforce Connected App. If the connectivity is successful, the credentials are saved and a confirmation message is displayed.

Example

Salesforce IVR Custom HTTP Connector

What to do next

After you successfully save the connector, it’s available for use. You can use this connector in either Flow Designer or Control Scripts.

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:

  • Powers customer journey mapping, text analytics, and predictive modeling.

  • 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

Ensure that you have the Username and API Key of the service account.

1

Log in to your customer organization at https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

On the Webex Experience Management card, click Set Up.

3

In the Name field, enter a unique name for the connector (for example, Survey Feedback).

4

In the Description field, enter a description for the connector.

5

In the Username field, enter the username that you received when you registered for the Webex Experience Management account.

6

In the API Key field, enter the API key that you received when you registered for the Webex Experience Management account.

7

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.

1

Log in to your customer organization at https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

On the Custom Connector card, click Set Up or Add More.

3

In the Name field, enter a unique name for the connector (for example, Contact Center Connector).

4

Choose the type of authentication from the Authentication Type drop-down list.

The available types are:

  • Basic Authentication (default)

  • OAuth 2.0
5

In the Resource Domain URL field, enter the URL of a domain name with an "https://" prefix.

6

If the Authentication Type is OAuth 2.0,

  1. Choose one of the following grant types from the Grant Type drop-down list:

    • Client Credentials (default)

    • Password Grant

  2. In the Client ID field, enter the service client ID.

  3. In the Client Secret field, enter the client secret.

  4. In the Token URL field, enter the token URL of the authorization server.

  5. In the Scope field, enter the scope for the client credentials grant.

7

If the Authentication Type is Basic Authentication and the Grant Type is Password Grant,

  1. In the Username field, enter the username of the service account.

  2. In the Password field, enter the password of the service account.

  3. In the Validation URL field, enter the URL to validate the username and password.

8

Click Done to save the connector details and then click Close.

Example

What to do next

After you successfully save the connector, it’s available for use. You can use this connector in either Flow Designer or Control Scripts.

Edit a Connector

1

Log in to your customer organization at https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

Click the connector name that appears on the card.


 

To refresh the Google Contact Center AI connector authentication key, click Refresh Key and reauthenticate with Google. Ensure that you disable the Pop-up Blocker on your browser.

3

You must first deactivate a connector before you can edit fields in the Credentials section. Click Deactivate and confirm.


 

When you deactivate a connector, the scripts that are currently in execution may work for some time if the credentials are valid.

After you deactivate a connector, you can either reactivate, edit, or delete the connector.

  • Edit the fields as required and click Reactivate.


     

    • You cannot modify the Connector ID.

    • You must reauthenticate the Google Contact Center AI connector with Google.

  • Click Delete to delete the connector.


     

    You cannot delete the Google Contact Center AI connector if there is a CCAI Config associated with it.