Before you integrate Webex Contact Center with the Zendesk CRM console, ensure that you have the following:

To integrate Webex Contact Center with Zendesk, complete the following tasks:

Install Webex Contact Center for Zendesk

Before you begin

If you have an older version of the Webex Contact Center for Zendesk App, uninstall the old version before you install the latest version. For more information, see Uninstall Webex Contact Center for Zendesk.

This package installation is applicable for the new Webex Contact Center platform. This is not applicable for the Webex Contact Center 1.0 platform.

1

Sign in to your Zendesk account.
2

Follow the quick start wizard.
3

(Optional) To add your team to Zendesk, click Add your team.

4

Navigate to Settings > Marketplace.

5

On the Marketplace page, search for Webex Contact Center.

6

Select the Webex Contact Center application.

7

From the Select account to install this app drop-down list, select the appropriate account.

8

Click Install and follow the install wizard to install the application.

9

On the Webex Contact Center Installation page, ensure that the Desktop URL is the Desktop URL for your region:

10

Click Save.

Set Up Webex Contact Center for Zendesk

1

On your Zendesk console, navigate to Settings > Manage > People.

2

Click Edit for the newly activated agent.

3

In the Role area of the agent's profile, click Manage in Admin Center.

4

From the agent's Roles and access settings, select Admin from the Role drop-down list.

5

Click Save.

Set Up the Zendesk Desktop Layout on Webex Contact Center

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.

1

Go to the Webex Contact Center Management Portal.

2

From the Management Portal navigation bar, choose Provisioning > Desktop Layout.
3

Click New Layout and enter the details for the desktop layout.

4

Upload the Zendesk Desktop Layout JSON file.
5

Click Save to save the configuration.

You can now start the Webex Contact Center Desktop within the Zendesk CRM console.

Uninstall Webex Contact Center for Zendesk

If you have an older version of the Webex Contact Center for Zendesk App, uninstall the old version before you install the latest version.

1

Sign in to your Zendesk account.
2

Navigate to Settings > Manage.

3

Select Webex Contact Center.

4

From the options menu, click Uninstall.

5

Click Uninstall to confirm.

Start the Integrated Desktop for Zendesk

1

Sign in to the Zendesk agent console at https://<your-instance>.zendesk.com/agent/.

2

From the toolbar at the upper right of the Zendesk console, click the Webex Contact Center icon.

3

Sign in with your Webex Contact Center Desktop credentials.

The integrated Webex Contact Center Desktop opens on the right side of the Zendesk console.
4

Enter the Dial Number (DN) and Team information.


 

  • Enter your DN and Team name the first time you sign in to Webex Contact Center for Zendesk. For subsequent sessions, the same DN and Team name appear in the application automatically.

  • If you are running Zendesk in multiple tabs in your browser window, the Webex Contact Center application is active in only one tab.

  • You can click the Webex Contact Center icon at any time to minimize the application and continue to work in Zendesk.

Manage Incoming Calls

1

Sign in to the Zendesk agent console at https://<your-instance>.zendesk.com/agent/.

2

From the toolbar at the upper right of the Zendesk console, click the Webex Contact Center icon.

3

Sign in with your Webex Contact Center Desktop credentials.

When the system assigns an incoming call to you, your state changes to Ringing. The application searches the customer records based on the incoming ANI or phone number and does the following:

  • If a customer record matches and an open ticket is available, the application automatically populates the customer information and opens the ticket.

  • 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.

  • If a customer record matches and there is no open ticket, the application opens a new ticket to add information.

  • 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.

Manage Outgoing Calls

1

Sign in to the Zendesk agent console at https://<your-instance>.zendesk.com/agent/.

2

From the toolbar at the upper right of the Zendesk console, click the Webex Contact Center icon.

3

Sign in with your Webex Contact Center Desktop credentials.

4

Go to Home and select a customer record.

5

From the list of tickets, click a ticket to open.
6

On the right pane, click Call.

The system dials the number that is associated with the ticket.