Availabilty of Connectors in Webex Contact Center Platforms

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

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

Configure a Connector

Configuring 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. Once you create the Salesforce Connected App, the Client ID (referred to as Consumer Key on Salesforce), and the Private Key, are generated. You can proceed with the next step.

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 Salesforce account credentials, the Client ID, and the Private Key handy.

1

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

2

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

3

Enter the Client ID.

4

Enter the email ID of the Salesforce Connected App user.


 

Ensure that this user's profile has access to the Salesforce Connected App.
5

The Set Up Salesforce Connector window contains a default URL for the Salesforce Authorization Server. You can edit the URL if the authorization server is hosted on a different URL.


 

For more information about this field, see the field (aud) in the Salesforce document https://help.salesforce.com/articleView?id=remoteaccess_oauth_jwt_flow.htm&type=5.

6

Enter the Private Key.
7

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.

What to do next

Once you save the connector successfully, it’s available for use. You can use this connector in either one of the flow controls:
Use this connector to enable the text-to-speech (TTS) capability in the Flow Designer.

Before you begin

Ensure that you have downloaded the authentication key (JSON file). For more information, see the Google documentation.

1

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

2

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

3

Enter a name that identifies the purpose of your connector (for example, Offers and Discounts Page).
4

Click Upload Authentication Key to upload the authentication key.

5

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


 

You can add up to five connectors for your organization.

What to do next

Once you save the connector successfully, it’s available for use. You can use this connector in the Flow Designer. For more information, see the Menu Activity section in the Working with Flow Designer chapter in the Cisco Webex Contact Center Setup and Administration Guide.

The Webex Experience Management is used to collect feedback about your customer interactions. This Webex Experience Management connector helps you to authenticate and use the services.

1

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

2

On the Webex Experience Management card, click Set Up.

3

Enter a name that identifies the purpose of your connector (for example, Survey Feedback).
4

Enter a description.
5

Enter the username and API Key that you received when you registered for the Webex Experience Management account.
6

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


 

You can’t add more than one Webex Experience Management Connector for your organization.

What to do next

You must configure the Feedback activity on the Flow Designer. For more information, see the section Feedback Activity in the chapter Working with Flow Designer in the Cisco Webex Contact Center Setup and Administration Guide.


You can add up to 10 custom connectors for your organization.

This connector is only required if you need to authenticate. You can disable the Use Authenticated Endpoint option while configuring the HTTP Request activity in the Flow Designer.

1

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

2

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

3

Enter a name that identifies the purpose of your connector (for example, Contact Center Connector).
4

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

The available types are:

  • Basic Authentication (default)

  • OAuth 2.0
5

Enter the domain URL (only "https://" prefix is allowed).

6

If you selected Authentication Type as OAuth 2.0, then select a Grant type from the drop-down list:

  • Client Credentials (default)

  • Password Grant
7

If you selected Basic Authentication as the Authentication Type and Password Grant as the Grant Type, enter the username and password.

8

If you selected Authentication Type as OAuth 2.0, enter the Client ID, Client Secret, Scope, and Token URL details.
9

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

What to do next

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

Edit a Connector

1

Log in to your customer organization using the URL 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 the Refresh Key button and reauthenticate with Google. Ensure that the Pop-up Blocker is disabled on your browser.

3

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


 

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

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

  • Edit by making necessary changes to the fields and click Reactivate to reactivate the connector.


     

    The Connector ID cannot be modified.

    The Google Contact Center AI connector needs to be reauthenticated with Google.

  • Click Delete to delete the connector.


     

    The Google Contact Center AI connector cannot be deleted if there is a CCAI Config associated with it.