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.

Freshdesk login screen for Webex Contact Center integration.
2

Navigate to the Admin screen.

Freshdesk screen pointing to the Admin icon in the left navigation.
3

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

Freshdesk screen pointing to 'app' in the search bar and 'Apps' in the results under 'Support Operations.'

4

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

Freshdesk screen on the Apps page showing 'webexc' in the search bar and pointing to the Webex Contact Center option in under results.

5

Click Install.

Freshdesk screen on the Webex Contact Center app page pointing to the 'Install' button.

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.

      Freshdesk My Dashboard screen showing the profile picture drop-down menu, pointing to 'Profile settings.'

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

      Freshdesk Profile settings screen pointing to '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.

    Freshdesk Configuration screen showing the settings tab for the Webexcc Platform URL, Freshdesk API Key, and Freshdesk Sub-Domain.

When installed, you'll see the following screen:

Freshdesk Apps screen showing Webex Contact Center under installed apps.

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.

Freshdesk screen showing Webex Contact Center icon in the bottom, left navigation.
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.

Freshdesk My Dashboard screen showing the Admin tab in the left navigation.

3

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

Freshdesk Admin screen showing 'apps' in the search bar and 'Apps' in the results under 'Support Operations.'

4

Click the Settings icon and then click Uninstall.

Freshdesk Apps screen showing Webex Contact Center under installed apps, pointing to the settings icon and the option to 'Uninstall.'

5

Click Uninstall to confirm.

We support signing into Agent Desktop using WebRTC for Salesforce (SFDC) and Microsoft Dynamics (MS Dynamics) Connectors only.

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.

Freshdesk screen showing Webex Contact Center icon in the bottom, left navigation.

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.

    Freshdesk screen with Webex Contact Center integration showing an inbound call example while in the Available state (no customer record match).

  • 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.

    Freshdesk screen with Webex Contact Center integration showing an inbound call example while in the Available state (single match).

  • 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.

    Freshdesk screen with Webex Contact Center integration showing an inbound call example while in the Available state (multiple matches).
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.

Freshdesk screen with Webex Contact Center integration showing a customer ticket and a phone number highlighted to click to dial.
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