Availabilty of Connectors in Webex Contact Center Platforms

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

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

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 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 while using the virtual agent.

Before you begin

  • This connector is only available to Unified CCE, Packaged CCE, HCS-CC, and Webex CCE customers with Contact Center AI powered by Google Cloud subscription.

  • Ensure that you disable the Pop-up Blocker on the browser before configuring a connector.

  • Before enabling the Google CCAI provider, ensure that you've completed the Google Setup Contact Center AI Integrations.

  • You have received an email with the subject “CCAI Onboarding Provision Status Update“ for the details required to configure the connector.

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

A new tab opens on the browser.
3

Click Sign In with Google to authenticate.

A Google Cloud Sign-in dialog box appears.
4

Sign in to Google using the same ID used while creating the Google CCAI project.
5

Grant permissions to view and manage your data.

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

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

7

Select a Contact Center AI Project name from the drop-down list that you created on the Google Cloud Platform.

8

Select 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, select Not Applicable from the drop-down list.

9

Select a Google Cloud Service Account from the drop-down list. You must have received the Google Cloud Service Account details in an email notification.

10

Click Save.

11

Click Refresh to see that the new connector added to the card.

What to do next

Configure the CCAI on the Features tab. For more information, see the article Configure Contact Center AI.

Cisco Webex Experience Management is a Customer Experience Management (CEM) platform, enabling you to see your business from your customers' perspective and their experience with the brand. Cisco Webex Experience Management powers customer journey mapping, text analytics, and predictive modeling using the feedback collected from customers via different channels such as email, SMS, and Interactive Voice Response (IVR).

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 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 required only if you need to authenticate the endpoint. 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, password, and validation URL.


 

The validation URL is required only if you need to validate 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.