outDialAni

This feature is disabled by default.

You can set the outdial ANI for click-2-dial calls. This value overrides the value that is set in the Management Portal.

<OutDialAniValue>

for example, +11234567890

isCaseCreationForAllInboundCallsEnabled

This feature is enabled by default.

Setting it to true creates a new ticket for all inbound calls.

Setting it to false enables creation of tickets only when there are no open or pending tickets that are associated with that caller.

true, false

adavanceSearchCadVariableName

This feature is disabled by default.

Use this feature with adavanceSearchCrmObjectName to enable Screen Pop based on advanced search.

Specify the CAD variable name to search for the value in Zendesk CRM.

<cad_variable>

For example, NPI

adavanceSearchCrmObjectName

This feature is disabled by default.

Use this feature with adavanceSearchCadVariableName to enable Screen Pop based on advanced search.

Specify the CRM object & object field name to search for the CAD variable value.

<crm_object> <crm_object_field>:

For example, user npi:

ticketDynamicField

This feature is disabled by default.

Use this feature with ticketDynamicFieldValue to associate the ticket object with other fields such as forms.

Specify the ticket field name.

< ticketDynamicField>

For example, ticket_form_id

ticketDynamicFieldValue

This feature is disabled by default.

Use this feature with ticketDynamicField to associate the ticket object with other dynamic fields like forms.

Specify the Ticket field value.

<ticketDynamicFieldValue>

For example, 12152079860369

ticketDynamicSubject

This feature is enabled by default.

Use this feature to customize your own subject lines for the tickets generated by Webex Contact Center.

You can use CAD variables.

Make sure to enclose CAD variables in between curly braces {}.

Default value: Call {activityDateTime}

For example, Call 01.23.2023 09:34 p.m.

dateTimeFormat

This feature is enabled by default.

Use this feature to change the date-time format.

Default value: MM.dd.yyyy hh:mm a

customFieldsToBeUpdatedForExistingTickets

This feature is disabled by default.

Use this feature with ticketCustomFieldsMapping to enable or disable the custom fields' update feature for existing tickets.

true, false

ticketCustomFieldsMapping

This feature is disabled by default.

Use this feature to map the WebexCC CAD variables and Zendesk CRM Custom field IDs to auto populate CAD variable values in the ticket object’s Custom fields.

The mapping JSON has 3 keys:

wxccFieldName: WebexCC CAD variable name. This can be configured with one or more WebexCC fields. Following WebexCC fields are available by default.

• wxccFieldName:activityDateTime - This is the Activity Date time field.

• wxccFieldName:interactionId - This is the Contact Session ID field.

• wxccFieldName:phoneNumber - This is the ANI/Phone field.

• wxccFieldName:direction - This is the Call Direction field (Inbound / Outbound)

• wxccFieldName:queueName - This is the Queue Name field.

• wxccFieldName:wrapupCode - This is the Wrap Up Code field.

zendeskTicketFileldID: Zendesk ticket’s custom field ID

isDefaultValueEnabled: Boolean flag to check whether to use the default value or CAD variable’s dynamic value to bind with the Custom field ID.

[{"wxccFieldName":"< wxccFieldName >",
"zendeskTicketFileldID":"< zendeskTicketFileldID >",
"isDefaultValueEnabled”:false}]

Example #1 –

[{"wxccFieldName":"activityDateTime",
"zendeskTicketFileldID":"12093897017233",
"isDefaultValueEnabled”:false}]

In this example, isDefaultValueEnabled is false and the application looks for CAD variable in wxccFieldName value. The CAD variable is activityDateTime. Its value is retrieved and populated in the Custom field whose ID is 12093897017233.

Example #2 –

[{"wxccFieldName":"WxCC",
"zendeskTicketFileldID":"12093897017233",
"isDefaultValueEnabled”:true}]

In this example, the isDefaultValueEnabled is true, so the application looks for default or static value that is specified in wxccFieldName value. WxCC is the default value and the same is populated in the Custom field whose ID is 12093897017233.