The Webex Contact Center connector is an HTTP connector that provides a capability to invoke Webex Contact Center APIs (available in the Developer portal) from Flow Designer. This integration enables flow developers or administrators to tailor call flows to specific needs and enhance your Contact Center workflows in several real-world scenarios. For more information, see the Developer guide.

The following table lists the various roles of the administrator persona and their access privileges:

Table 1. Administrator roles and their access privileges
Administrator roleAccess level
Full administrator Read/write Access:

  • Create a connector with read-only access.

  • Update a connector with read/write access.

  • Deactivate the connector.
  • Deactivate → Reactivate the Connector.
  • Delete the connector.
Contact Center Service administrator
External Admin with full administrator role
External Admin with Contact Center Specific administrator role
Help desk administrator with full administrator role
Partner full administrator
Read-only administratorNo access
External Admin with Read only administrator RoleRead-only access - Can’t create or edit connector
Help desk administrator (Basic)
Partner read-only administrator

Before you begin

Make sure you meet the following prerequisites:

  • A Webex Contact Center organization on FLEX3 licenses.

  • In addition, you should have one of the following roles:
    • Full Administrator
    • External Full Administrator
    • Contact Center Service Administrator
1

Log in to the customer organization using the URL https://admin.webex.com and navigate to Services > Contact Center > Tenant Settings > Integrations.

2

Go to the Connectors tab and on the Webex Contact Center card, click Set Up or Add More.

A new tab opens on the browser.

3

In the Name field, enter a unique name for the connector.

4

Choose one or more scopes required to access the Webex Contact Center APIs:

  1. Read-only: Grants the ability to make GET API calls with the following scopes: cjp_config, and cjp_config_read.

  2. Read-Write: Grants the ability to make GET, POST, PUT, UPDATE, and DELETE API calls with the following scopes: cjp_config, cjp_config_read, cjp_config_write, and cjp_user.

For more information on the scopes, see the Developer Portal documentation.

5

Check I authorize check box to authorize this connector to read, write, modify, and delete data in the Contact Center solution.

6

Click Add Connector.

A connector ID is successfully created, and you can see the new connector on the Connector card in the Active Connectors section. You can’t modify the Connector ID.

  • You can edit or modify the active connector. To edit the connector settings, you must deactivate the connector. To deactivate the connector, click the active connector from the Connector card, turn off the Active toggle, and click Deactivate.

    • Deactivation doesn't delete the existing connector settings and configurations. You can reactivate the connector as and when needed.
    • Deactivating the connector halts the call routing for any impacted flows. We recommend you to deactivate the connector during nonbusiness hours.

  • After changing the connector settings, you can reactivate the connector to enable its usage in flow designer. To reactivate the connector, click the inactive connector from the Connector card, turn on the Active toggle, and click Activate.

  • You can also delete the connector. To delete the connector, click the inactive connector from the Connector card, click the Delete icon, and click Delete. Upon deleting, all scripts that are currently in execution may no longer work and the system removes its functionalities from the associated workflows.

What to do next

Configure the HTTP Request activity in a flow, enable the Use Authenticated Endpoint toggle for all Contact Center API access, and configure the following parameters:

  1. Connector: Select the connector you created from the drop-down list.
  2. Request Path: Use the request path from the REST endpoint.
  3. Method: Choose the REST verb for the REST endpoint.
  4. Query Parameters: Add any query parameters you’d like to use from the REST endpoint.
  5. Content Type: Select Application/JSON from the drop-down list.
  6. Parse Settings: Get your HTTP response and save it to a variable by creating a flow variable (click on the canvas to create one). Use a JSON Path expression to find specific fields as needed.