Prerequisites

Currently, this feature is applicable to agents only.

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

Agents will need to log in into the Freshdesk Desktop web application first and then launch the Webex Contact Center Agent Desktop.

This Desktop integration supports Voice only (both Inbound and Outbound).

To integrate Webex Contact Center with the Freshdesk CRM console, complete the following tasks:

  • Install Webex Contact Center for Freshdesk

  • Set up Freshdesk Desktop Layout on Webex Contact Center

Install Webex Contact Center for Freshdesk
1

Sign in to your Freshdesk account.

2

Navigate to the Admin screen.

3

Enter app in the search bar and then click the Apps screen under Support Operations.

4

Enter webex in the search bar, click the Webex Contact Center application.

5

Click Install.

6

On the Settings screen, perform the following tasks:

  1. Enter the correct Webex Contact Center platform URL for your region of operation:

  2. Enter the generated Freshdesk API key.

    To find the Freshdesk API key:

    1. Click your profile picture icon on the top-right corner and click Profile Settings.

    2. On the right pane, you will find Your API Key.

    3. Copy and paste this API key on the Settings screen.

  3. Enter your Freshdesk subdomain. It's in the URL, the name which appears before (.Freshdesk.com) in the URL.

  4. Choose the correct Screen Pop type.

  5. Choose the correct Phone Number format for your contacts.

    The system uses the ANI (Automatic Number Identification) from Webex Contact Center for screen-pop lookups and phone number format.

  6. Click Install.

When installed, you'll see the following screen:

Refresh the Freshdesk CRM and click the Webex Contact Center icon on the bottom-left side of the sidebar to open the Webex Contact Center desktop.

Set up Freshdesk Desktop Layout on Webex Contact Center

Before you begin

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

Sign in to the Webex Contact Center Management Portal with the appropriate credentials.

2

From the navigation bar, choose Provisioning > Desktop Layout.

3

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

4

Upload the Freshdesk Desktop Layout JSON file.

5

Click Save.

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

Uninstall Webex Contact Center for Freshdesk

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

1

Sign in to your Freshdesk account.

2

Navigate to Settings > Admin on the left pane.

3

Enter app in the search bar and then click the Apps screen under Support Operations.

4

Click the Settings icon and then 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 Webex Contact Center Desktop for Freshdesk
1

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

2

Click the Webex Contact Center icon from the toolbar on the lower left corner of the Freshdesk console.

The integrated Webex Contact Center Desktop appears on the Freshdesk console.

3

Click Sign In.

4

Sign in with your Webex Contact Center Desktop credentials.

5

Enter the Dial Number (DN) and Team information.

You need to enter the DN and Team name the first time you sign into Webex Contact Center for Freshdesk. For subsequent sessions, the same DN and Team name appear in the application automatically.

  • If you are running Freshdesk in multiple tabs on 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 on Freshdesk.

Manage Incoming Calls
1

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

2

Click the Webex Contact Center icon from the toolbar on the lower left corner of the Freshdesk console.

The integrated Webex Contact Center Desktop appears on the Freshdesk console.

3

Click Sign In.

4

Sign in with your Webex Contact Center Desktop credentials.

The Webex Contact Center application can only run from one Freshdesk tab in your browser window at a time.

5

Change the agent status to Available.

During inbound calls, the following situations occur:

  • No customer record match: If no match is found for the ANI (caller number identifier) in the contact’s phone or mobile number, the system creates a new contact and opens a contact or ticket window. This is determined by the configuration settings.

  • Single match: If a single match is found for the ANI in the contact’s phone or mobile number, then the contact or ticket window opens. This is determined by the configuration settings.

  • Multiple matches: If multiple matches are found for the ANI in the contact’s phone or mobile number, then a list of contacts will be displayed. The agent needs to select the correct contact on the upper left side and then the corresponding contact or ticket window opens. This is determined by the configuration settings.

Manage Outgoing Calls
1

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

2

Click the Webex Contact Center icon from the toolbar on the lower left corner of the Freshdesk console.

The integrated Webex Contact Center Desktop appears on the Freshdesk console.

3

Click Sign In.

4

Sign in with your Webex Contact Center Desktop credentials.

5

Enter the Dial Number (DN) and Team information.

  • You need to enter the DN and Team name the first time you sign into Webex Contact Center for Freshdesk. For subsequent sessions, the same DN and Team name appear in the application automatically.

  • If you’re running Freshdesk in multiple tabs on your browser window, the Webex Contact Center application is active in only one tab.

6

Search and open the customer or ticket record.

7

Locate and click the phone number that needs to be dialed.

Webex Contact Center Activity Log

The system creates a private note on the Freshdesk ticket displaying data from the Webex Contact Center interaction.

Here's an example Webex Contact Center activity log:
Entity API Name ................ :Task 
Task Subtype ................... :Call 
Status ......................... :Completed 
Call Object .................... :c##d##cb-e###-####-a##a-#c#b##f#a#d# 
Subject ........................ :Call ##.##.#### ##:## PM 
Activity Date .................. :####-##-## ##:##:## 
Call Type ...................... :INBOUND 
Call Disposition ............... :Case Inquiry(e#f#c#c#-cac#-###b-af##-ebf##d#ea###) 
Call Duration In Seconds ....... :## 
Contact Type ................... :Call 
Ringing Time ................... :##:##:## 
Wrapup Time .................... :##:##:## 
ANI ............................ :+########### 
DNIS ........................... :+########### 
Queue Name ..................... :FreshDesk_Demo_Q