When you integrate Webex Contact Center with the Zendesk CRM console, you can launch Desktop from within Zendesk.
Before you integrate Webex Contact Center with the Zendesk CRM console, ensure that you have the following:
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Access to Webex Contact Center.
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Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. The URLs for the Management Portal are specific to your region.
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An agent with access to the Desktop. The URL for the Desktop is specific to your region.
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A Zendesk developer portal account. To create an account, go to https://www.zendesk.com/ and click Free trial. By default, you get a 14-day trial account.
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Access to the Desktop Layout (JSON) for Zendesk at https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk.
To integrate Webex Contact Center with Zendesk, complete the following tasks:
Before you begin
This package installation is applicable for the new Webex Contact Center platform. This is not applicable for the Webex Contact Center 1.0 platform. |
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Sign in to your Zendesk account. |
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Follow the quick start wizard. |
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(Optional) To add your team to Zendesk, click Add your team. |
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Navigate to . |
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On the Marketplace page, search for Webex Contact Center. |
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Select the Webex Contact Center application. |
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From the Select account to install this app drop-down list, select the appropriate account. |
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Click Install and follow the install wizard to install the application. |
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On the Webex Contact Center Installation page, ensure that the Desktop URL is the Desktop URL for your region: |
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Click Save. |
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On your Zendesk console, navigate to . |
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Click Edit for the newly activated agent. |
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In the Role area of the agent's profile, click Manage in Admin Center. |
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From the agent's Roles and access settings, select Admin from the Role drop-down list. |
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Click Save. |
You can download the Desktop Layout JSON file for Zendesk from https://github.com/CiscoDevNet/webex-contact-center-widget-starter/tree/master/Examples/Layouts/Zendesk.
For more information about the Webex Contact Center Management Portal Desktop Layout, see the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide.
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Go to the Webex Contact Center Management Portal. |
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From the Management Portal navigation bar, choose |
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Click New Layout and enter the details for the desktop layout. |
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Upload the Zendesk Desktop Layout JSON file. |
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Click Save to save the configuration. You can now start the Webex Contact Center Desktop within the Zendesk CRM console. |
If you have an older version of the Webex Contact Center for Zendesk App, uninstall the old version before you install the latest version.
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Sign in to your Zendesk account. |
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Navigate to . |
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Select Webex Contact Center. |
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From the options menu, click Uninstall. |
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Click Uninstall to confirm. |
Before you make outdial calls, ensure that you do the following:
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Create the outdial entry point and set up an outdial entry point strategy.
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Enable outdial ANI for the Agent Profile.
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Set the outdial ANI to a Dial Number-to-Entry Point mapping.
For more information, see the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide.
For information on how to use Desktop, see the Cisco Webex Contact Center Agent Desktop User Guide.
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Sign in to the Zendesk agent console at |
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From the toolbar at the upper right of the Zendesk console, click the Webex Contact Center icon. |
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Sign in with your Webex Contact Center Desktop credentials. The integrated Webex Contact Center
Desktop opens on the right side of the Zendesk console.
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Enter the Dial Number (DN) and Team information.
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Sign in to the Zendesk agent console at |
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From the toolbar at the upper right of the Zendesk console, click the Webex Contact Center icon. |
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Sign in with your Webex Contact Center Desktop credentials. |
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If a customer record matches and an open ticket is available, the application automatically populates the customer information and opens the ticket.
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If a customer record matches and there are many open tickets, the application lists the open tickets. From the list, you can select the ticket.
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If a customer record matches and there is no open ticket, the application opens a new ticket to add information.
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If a customer record does not match and there is no open ticket, the application creates a customer record and opens a ticket to add information.
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Sign in to the Zendesk agent console at |
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From the toolbar at the upper right of the Zendesk console, click the Webex Contact Center icon. |
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Sign in with your Webex Contact Center Desktop credentials. |
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Go to Home and select a customer record. |
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From the list of tickets, click a ticket to open. |
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On the right pane, click Call. The system dials the number that is associated with the ticket.
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