Prerequisites

Currently, this feature is applicable to agents only.

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-crm-integrations/tree/main/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.

Before you make outdial calls

Before you make outdial calls, ensure that you do the following:

  • Create the outdial entry point and set up an outdial entry point strategy.

  • Enable outdial ANI for the Agent Profile.

  • 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.

We currently don't support signing into Agent Desktop using the Desktop option (WebRTC).

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 side vertical panel, click the Apps icon.

7

Click Call under Webex Contact Center app.

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

Desktop layout property customizations

The following section describes the customization of each property of the custom desktop layout file.

The administrator can customize the behavior of Zendesk connector as per the required business use case.

Desktop layout property

Description

Possible values

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.