Webex Contact Center – Setup

Introduction

This guide explains how to setup Webex Contact Center for use with Cyclr, as well as installing a Webex Contact Center Connector.

Setup & Authentication

Overview

There are two authentication flows used by the Webex Contact Center Connector:

Standard OAuth2.0 (User-based using Authorization Code Grant)

Remote Setup in Webex Contact Center – performed by Cyclr Partner

Create a new App:

  1. From within your Webex Contact Center for Developers account, go to My Apps, and click on Create a New App
  1. Select Integration:
  1. Fill the required fields, and select cjp:config_read and spark:applications_token in the Scopes section.
  2. Copy in a safe place your Client ID and Client Secret, these credentials will be needed when setting up the connector.

Partner Setup in Cyclr Console

Having created an OAuth app within Webex Contact Center to obtain an Client ID and Client Secret, go into your Cyclr Partner Console:

  1. Go to Connectors > Application Connector Library.
  2. Use the search box to locate the Webex Contact Center Connector entry.
  3. Select the Pencil button.
  4. Select the Settings tab.
  5. Enter the below values:
PropertyDescription
Client IDThe application ID from creating an Azure DevOps OAuth app.
Client secretThe client secret from creating an Azure DevOps OAuth app.
Use Service App?Service apps enable you to request admin permission to use Webex Contact Center REST APIs, reducing dependence on a single user’s authorization and mitigating any associated risks to your app.
Base URLYour regional base URL, for example "api.wxcc-us1.cisco.com“
  1. Select Save Changes.

Webex Service Apps (Server-to-Server using Client Credentials Grant)

Remote Setup in Webex Contact Center – performed by Cyclr Partner

Create a new App:

  1. From within your Webex Contact Center for Developers account, go to My Apps, and click on Create a New App
  2. Select Service App
  3. Fill all the required fields, and select cjp:config_read and spark:applications_token in the Scopes section.
  4. Copy in a safe place your Client ID, Client Secret and Service App ID, these Service App IDwill be needed when setting up the connector.

Partner Setup in Cyclr Console

Having created an OAuth app within Webex Contact Center to obtain an Client ID and client secret, go into your Cyclr Partner Console:

  1. Go to Connectors > Application Connector Library.
  2. Use the search box to locate the Webex Contact Center Connector entry.
  3. Select the Pencil button.
  4. Select the Settings tab.
  5. Enter the below values:
PropertyDescription
Service App IDYour Service App ID.
Service App Client IDYour Service App Client ID.
Service App Client SecretYour Service App Client Secret.
Use Service App?Service apps enable you to request admin permission to use Webex Contact Center REST APIs, reducing dependence on a single user’s authorization and mitigating any associated risks to your app.
Base URLYour regional base URL, for example "api.wxcc-us1.cisco.com“
  1. Select Save Changes.