Configure Salesforce 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've successfully created your Salesforce Connected App, you would have the Client ID (Consumer Key) and Private Key to 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, Client ID, and Private Key handy.

1

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

2

On the Salesforce card, click Set Up.

3

Enter the Client ID (referred to as Consumer Key on Salesforce) that was generated when you configured the Salesforce Connected App.

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.


 

Use the same Private Key that was generated when you configured the Salesforce Connected App.
7

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


 

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

What to do next

Once you save the connector successfully, it is available for use. You can use this connector in your Control Scripts. For more information, see the Fetch Variable Block section under the Contact Routing chapter in the Cisco Webex Contact Center Management Portal User Guide.

Configure Custom Connector

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

1

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

2

On the Custom Connector card, click Set Up.

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.

  • Basic Authentication (default)

  • OAuth 2.0
5

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

6

If you have 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 have selected Basic Authentication as the Authentication Type and Password Grant as the Grant Type, enter the user name and password.

8

If you have 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

Use the Control Script in Management Portal to configure the Fetch Variable Block. For more information, see the Fetch Variable Block section in Cisco Webex Contact Center Management Portal User Guide.

Edit a Connector

1

Log in to the 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.

3

You must first deactivate a connector before you can edit it. Click the Deactivate button and confirm to deactivate.


 

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

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

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


     

    Connector ID cannot be modified.

  • Click Delete to delete the connector.