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Webex Contact Center for Salesforce Service Cloud Voice

Webex Contact Center for Service Cloud Voice is an out-of-the-box integration solution that brings the power of Webex Contact Center into the Salesforce Service Cloud Voice Omni-channel agent console.

Before proceeding with the installation, see the following section:

• Pre-requisites and Limitations

to learn about pre-requisites and limitations of Salesforce Service Cloud Voice and ensure your Salesforce Org is ready to enable and install Webex Contact Center for Service Cloud Voice package.

• Installation & Configuration guide

Pre-requisites and Limitations

Pre-requisites (sub-topic)

User Interfaces: Service Cloud Voice is available in Salesforce Lightning Experience only.

Service Cloud Voice is available in these editions.

• Enterprise
• Unlimited
• Developer

Licenses

• Customers need to purchase the new A-SF-VOICE add-on license per logged in agent in addition to the Flex 3 Standard or Premium Licenses for Webex Contact Center. For more information see the Flex 3 ordering guide.

• Salesforce Voice for Partner Telephony

Before you turn on Voice, you have to set up the prerequisite services in your org.

• Navigate to Company Information > Permission Set License
  • Check for Service Cloud Voice User (Partner Telephony).

    All Developer Editions now come with 5 Partner Telephony Licenses available for testing.

    

• Alternatively, you can verify this by going to Salesforce Setup and search for "voice" in the left sidebar.

  

  • If "Partner Telephony Contact Centers" appears, you have the SCV license.
  • If "Partner Telephony Contact Centers" option is not visible then "Enable Service Cloud Voice" by following the steps below.
    • Go to Salesforce Setup and search and select "Partner Telephony Setup" and toggle the button to "Enable Service Cloud Voice".

      

    • Enable Omni-Channel to let your agents make and receive calls.

Enable Omni-Channel

1. From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings.

   

   

2. Select Enable Omni-Channel.
3. Click Save.

Limitations

• Voice is available only in Lightning Experience.
• Voice is supported on Service Cloud and Sales Cloud as an add-on license.
• Voice isn’t supported on Salesforce Mobile or on iPad Safari.
• Voice is supported only on the Google Chrome, Microsoft Edge (Chromium) and Mozilla Firefox web browsers. Cookies must be enabled to allow single sign-on (SSO).
• Standard Navigation is not supported.
• Telephony is highly regulated, so check with your Salesforce representative about the availability of Voice in your region.

Pre-requisites

In order to use the Service Cloud Voice API Wrapper, a Salesforce External Client App for IVR integration must be configured.

Use the Service Cloud Voice API Wrapper

Service Cloud Voice (SCV) for Salesforce uses the Telephony Integration REST API to create and update VoiceCalls, execute Omni-Channel flows and delete PendingServiceRouting records associated to a VoiceCall. This service requires JWT authorization and the use of the PATCH HTTP method, which is currently not supported by the Cisco IP Interactive Voice Response (IVR).

In order to simplify the usage of the Telephony Integration REST API for SCV in (not only) an IVR system, a new set of APIs have been made available, which wrap the existing Salesforce API and are accessible directly from the Salesforce Org where the Webex Contact Center for Service Cloud Voice package is installed.

The Service Cloud Voice API Wrapper removes the need of authenticating a JWT token, implements additional checks on the data required by the Salesforce API and improves the response objects.

Retrieve the Access_Token

Execute a POST request to https://<your-domain-name>.my.salesforce.com/services/oauth2/token

Sending the following parameters in the body:

{
 "grant_type": "client_credentials",
 "client_id": "<consumer key of the connected app>",
 "client_secret": "<consumer secret of the connected app>"
 }
If the request is successful, the following JSON response will be returned:
{
 "access_token": "<your-access-token>",
 "instance_url": "<your-org-base-url>",
 "id": "https://login.salesforce.com/id/<id>/<id>",
 "token_type": "Bearer",
 "issued_at": "<timestamp>",
 "signature": "<unique-signature-code>"
 }

Execute the requests

The instance URL must contain my.salesforce.com.

Example of a correct instance url: https://abc-123.my.salesforce.com

Using any other domain as instance URL (i.e. https://abc-123.lightning.force.com ) results in a 401 Unauthorized status with a INVALID_SESSION_ID errorCode returned.

Create Voice Call (section)

Creates a VoiceCall record containing the participants (that is, the caller and recipient) for the VoiceCall record. When you create a VoiceCall record, a conversation is created in Salesforce. Only use this API in a real-time context, which means that you should invoke this API only when a call is initiated. This API can also be used to create VoiceCall records for transfer and conference calls by including the parentVoiceCallId parameter in the request payload.

Endpoint URI

<instance_url>/services/apexrest/cisco_wxcc_scv/voice/v1/createVoiceCall

HTTP Method

POST

Headers

Authorization: Bearer <access_token>

Content-Type: application/json

Parameters

{
 "callCenterDevName": "contactCenterDevName123",
 "certDevName": "certDevName123",
 "vendorCallKey": "5324881f-1e84-4367-8930-f69a74b30ca6",
 "to": "8002345678",
 "from": "4081456688",
 "initiationMethod": "Inbound",
 "startTime": "2019-07-02T17:32:28Z",
 "participants": [
 {
 "participantKey": "4081456688",
 "type" : "END_USER"
 }
 ],
 "callAttributes": "{\"devscv24__AAA_Test__c\":\"field value\",\"Other_Field__c\":\"other value\"}",
 "parentVoiceCallId": "fsdfzuhsdfsa-43556fgef3-56g44gv4ew",
 "callOrigin": "Preview",
 "queue": "queue123"
 }

Response (successful)

{
 "data": {
 "voiceCallId": "00X000012345abc"
 },
 "errors": null,
 "success": true
 }

Response (with errors)

 
{
 "data": null,
 "errors": ["Error message 1", "Error message 2"],
 "success": false
 }

Update Voice Call

Updates the VoiceCall after the call has ended. Use this API to update call-related parameters that are unavailable during the VoiceCall creation stage. The Update VoiceCall API is an asynchronous operation. You can’t query for the status of the API call.

This endpoint can also be used to create a VoiceCall even after the call has ended. This behavior is useful in scenarios where you want to log a record in Salesforce for abandoned or missed calls, or for any other scenario where a VoiceCall wasn’t already created.

Endpoint URI

<instance_url>/services/apexrest/cisco_wxcc_scv/voice/v1/updateVoiceCall

HTTP Method

POST

Headers

Authorization: Bearer <access_token>

Content-Type: application/json

Parameters

{
 "callCenterDevName": "contactCenterDevName123",
 "certDevName": "certDevName123",
 "voiceCallId": "00X000012345abc",
 "startTime": "2020-08-26T21:21:14Z",
 "endTime": "2019-08-26T21:21:34Z",
 "isActiveCall": true,
 "fromNumber": "1234",
 "callOrigin": "Preview",
 "enqueueTime": "2019-08-26T21:21:34Z",
 "acceptTime": "2019-08-26T21:21:24Z",
 "numberOfHolds": 20,
 "queue": "queue123",
 "agent": "agent123",
 "agentInteractionDuration": 12,
 "longestHoldDuration": 10,
 "totalHoldDuration": 21,
 "recordingLocation": "Bern",
 "totalRecordingDuration": 55,
 "callAttributes": "{\"devscv24__AAA_Test__c\":\"field value\",\"Other_Field__c\":\"other value\"}",
 "disconnectReason": {
 "value": "TELECOM_PROBLEM",
 "isError": true
 }
 }

Response (successful)

{
 "data": {
 "status": "pending"
 },
 "errors": null,
 "success": true
 }

Response (with errors)

{
 "data": null,
 "errors": ["Error message 1", "Error message 2"],
 "success": false
 }

Execute Omni-flow

Executes the Omni-Channel flow to route calls. It passes the call ID (Salesforce VoiceCallId or telephony vendor ContactId) as parameters to the flow and returns the agent or queue routing instructions to the contact flow. By default, Service Cloud Voice uses the Omni-Channel flow (or fallback queue) specified for the phone channel that matches the dialed number. If the dialed number doesn’t match an existing phone channel, you can optionally set a new dialed number, Omni-Channel flow, and fallback queue as input parameters to this API call.

Endpoint URI

<instance_url>/services/apexrest/cisco_wxcc_scv/voice/v1/executeOmniFlow

HTTP Method

POST

Headers

Authorization: Bearer <access_token>

Content-Type: application/json

Parameters

{
  "callCenterDevName": "contactCenterDevName123",
  "certDevName": "certDevName123",
  "voiceCallId": "00X000012345abc",
  "dialedNumber": "+18445791189",
  "flowDevName": "Route_VoiceCall",
  "fallbackQueue": "00G111222333444",
  "flowInputParameters":
  {
    "Input1": "one",
    "Input2": "two"
  }
}

Response (successful)

{
  "data": {
    "queue": "queue info",
    "agent": "agent info"
  },
  "errors": null,
  "success": true
}

Response (with errors)

{
 "data": null,
 "errors": ["Error message 1", "Error message 2"],
 "success": false
 }

Clear routing

Deletes the PendingServiceRouting (PSR) record for a voice call. This API doesn’t need to be called for most scenarios; the PSR record is automatically deleted when the call is no longer being routed. However, there are some scenarios, like for missed or abandoned calls when using partner telephony systems where you must explicitly call this API to clear the PSR record.

Endpoint URI

<instance_url>/services/apexrest/cisco_wxcc_scv/voice/v1/clearRouting

HTTP Method

POST

Headers

Authorization: Bearer <access_token>

Content-Type: application/json

Parameters

{
 "callCenterDevName": "contactCenterDevName123",
 "certDevName": "certDevName123",
 "voiceCallId": "00X000012345abc"
 }

Response (successful)

{
 "data": {
 "status": "Success"
 },
 "errors": null,
 "success": true
 }

Response (with errors)

{
 "data": null,
 "errors": ["Error message 1", "Error message 2"],
 "success": false
 }

Creating translation rules

Rules are provided as Regular Expressions. To be more accurate: The JavaScript implementation of Regular Expressions.

Nevertheless, creating complex Regular Expressions is often cumbersome. Therefore, we added extra syntax to make configuration as easy as possible.

The figure below shows the general syntax of a phone number translation rule:

Predicate

The predicate is used to specify an interval defining the length of the number to match.

The predicate above specifies that all numbers with a length between 7 and 11 characters (including edges + spaces) match.

Pattern

The Pattern specifies the format of the number to match.

The pattern above states that the number must consist of digits only and selects them.

Selector

Selectors define the final format of the number. If characters / digits need to be added which were not originally present, this is the place to do it.

The selector is the last step in building the number. Based on the pattern output, the selector builds up the new number.

Example 1

The following example shows how to transfer a number received from the Contact Center in the format of 0319175200 to the Swiss E164 format +41 31 917 52 00.

The first rule in this example actually does not change the number. For numbers between 1 and 17 characters in length, anything else but digits would be removed. Since there is no non-digit present, nothing changes.

The second rule applies to numbers which are exactly 10 characters long (originally). 0319175200 matches and therefore the rule gets applied. The pattern specifies that the number must start with a group of one digit (\d{1}), followed by a group of two digits (\d{2}), followed by a group of three digits (\d{3}), and so on.

The selector then accesses the pattern groups to define the new number string. This means $2 references the first (\d{2}) and therefore contains 31.

Example 2

The following example shows how to transfer a number received from the Contact Center in the format +14693150217 to the US E164 format +1 469 315 0217.

1. This number is exactly 12 characters long, so the rule “Add spaces to US Numbers” is applied.
2. (\+1) says that the number must start with +1. If the number is 12 characters long, but does not start with a +1, the rule is canceled and nothing is changed.
3. (\d{3}) says that +1 must be followed by 3 digits.
4. (\d{3}) says that the last 3 digits must be followed by another 3 digits.
5. (\d{4}) says that the last 3 digits must be followed by 4 digits.

If any of this does not match, the number will not be changed.

So, all the rules apply to “+14693150217”. Therefore, the number is changed by “$1 $2 $3 $4”:

1. $1 refers to the group (\+1), the number to send to Service Cloud Voice looks like +1.
2. $2 refers to the first of the two (\d{3}), the number to send to Service Cloud Voice looks like +1 469.
3. $3 refers to the second of the two (\d{3}), the number to send to Service Cloud Voice looks like +1 469 315.
4. $4 refers to the last group (\d{4}), the number to send to Service Cloud Voice looks like +1 469 315 0217.

The spaces in the replacement part of the rule “$1 $2 $3 $4” are used directly. So if you use “$1-$2-$3-$4” the number would be translated to: +1-469-315-0217

And you are also allowed to remove groups: [12, 12]->(\+1)(\d{3})(\d{3})(\d{4})->$2 $3 $4 will be translated to: 469 315 0217. [12, 12]->(\+1)(\d{3})(\d{3})(\d{4})-> $3 $4 will be translated to: 315 0217.

It is also possible to convert an international US number to a local one like: [12, 12]->(\+1)(\d{3})(\d{3})(\d{4})->($2) $3-$4.

Then the incoming number “+14693150217” will be translated to: (469) 315-0217.

Example 3

The following example shows how to transfer a number received from the Contact Center in the format of +491515555531 to the German E164 format +49 151 5555 531.

1. This number is exactly 13 characters long, so the rule “Add spaces to German Numbers” is applied.
2. (\+49) says that the number must start with +49. If the number is 13 characters long, but does not start with a +49, the rule is canceled and nothing is changed.
3. (\d{3}) says that +49 must be followed by 3 digits.
4. (\d{4}) says that the last 3 digits must be followed by 4 digits.
5. (\d{3}) says that the last 4 digits must be followed by 3 digits.

If any of this does not match, the number will not be changed.

So all the rules apply to “+491515555531”. Therefore, the number is changed by “$1 $2 $3 $4”:

1. $1 refers to the group (\+49), the number to send to Service Cloud Voice looks like +49.
2. $2 refers to the first of the two (\d{3}), the number to send to Service Cloud Voice looks like +49 151.
3. $3 refers to the second of the two (\d{4}), the number to send to Service Cloud Voice looks like +49 151 5555.
4. $4 refers to the last group (\d{3}), the number to send to Service Cloud Voice looks like +49 151 5555 531.

The same applies to rule one. You can use the replacement part $1 $2 $3 $4 to choose what to use from the number.

More Translation Regex examples

Configure the VoiceCall record page

The VoiceCall record page comes pre-configured by default, with a 3-column layout and the following components:

• Actions & recommendations
• Call Notes
• Call details
• Recordings

Components can be freely removed or added to the page, depending on business needs. Different page layouts can also be used, but some components, such as the Call Recording Player and Conversation Body, can fit only on medium and large areas on the template.

Display the Wrap-Up Reason component

The Wrap-Up Reason component must be displayed during the call and during Wrap-Up.

Add the Cisco Wrap-Up Reason component to the VoiceCall record page:

1. Drag the Cisco Wrap-Up Reason Lightning web component from the Custom area of the Lightning Components list into the VoiceCall Record Page.
2. Click Save.
3. Click Activate.
4. Click Assign as Org Default.
5. Click Save.
6. Click Save again, then click Back arrow to return to the page.

The Cisco Wrap-Up Reason component will automatically display during the call and during WrapUp:

Display the Call Recording Player

The Call Recording Player will be displayed if a recording link has been saved for the corresponding Voice Call.

Follow these steps to add the Call Recording Player component to the VoiceCall Record Page:

1. Drag the Call Recording Player Lightning Web Component to the VoiceCall Record Page
2. Click Save.
3. Click Activate.
4. Click Assign as Org Default.
5. Click Save.
6. Click Save again, then click Back arrow to return to the page.

Flow Configuration

Screen Pop

A "Screen Pop" node is available in the Webex Contact Center Flow. It can be used to trigger a screen pop inside Service Cloud Voice or in a separate window.

Further information on this function can be found in the Flow Designer documentation .

Screen Pop in a separate window

To open the screen pop in a separate window an absolute URL must be provided in the "Screen Pop" node. The queryParameters will be appended as search parameters to the URL.

The following modes are supported:

• New browser tab - Always opens a new browser tab.
• Existing browser tab - On the first Existing browser tab screen pop, a new browser tab is opened. That tab will be the dedicated tab for subsequent Existing browser tab screen pops and the URL will be refreshed within that specific browser tab.
• Inside Desktop - Is handled the same way as New browser tab.