Version: 5.9

Calabrio Recording Toolbar

Introduction

This document provides information to install, configure, and manage the Bucher + Suter (b+s) Connects for Salesforce Recording Toolbar for Calabrio solution. b+s Connects for Salesforce Recording Toolbar for Calabrio is the name of the software solution developed by b+s to integrate Salesforce CRM and Cisco customer contact solution with the Calabrio recording solution.

Compatibility

Supported versions

Calabrio On-Prem 11.5
Calabrio Cloud

note

Supported in Cisco CCE and CCX deployments.
Recording feature must be enabled by b+s on request.
This integration requires Calabrio ONE Authentication to be enabled.
Gateway recording deployments are not supported.

Installation

Recording Toolbar in idle

Recording Toolbar in pause state during a call

The Recording Toolbar is integrated in the b+s Connects for Salesforce package as Add-on feature. Follow the sub-chapters in this chapter in the order to configure the Recording Toolbar correctly.

info

Contact b+s to have the Recording Toolbar activated.

tip

Calabrio can be deployed On-Prem or Cloud based. Both ways use different authentication methods. Please refer to its corresponding chapter, On-Prem authorization credentials or Calabrio Cloud - Salesforce Named Credentials

Limitation

Due to a limitation in the Calabrio API it is not possible to show the current state of the recording inside the Recording Toolbar.

Configuration

Follow the sub-chapters in this chapter to configure the Recording Toolbar accordingly.

Calabrio User Configuration

Calabrio user can be set up in two modes:

Hoteling User (shared desk)
Fix Device assignment

Hoteling User (shared desk)

In Calabrio, the devices (agent phones) are not fix assigned to the agents (Calabrio user). The agent must login the Calabrio Recording Toolbar to assign the device (agent phone) to his Calabrio user.

Required config for the Recording Toolbar:

User Login Required: Checked
User ID Field
User ID Appendix

User Login Required Checked

Please refer to the user configuration in the Calabrio ONE documentation to proceed in Hoteling User configuration.

Fix Device assignment

In Calabrio, the devices can be assigned directly to users, making the login process different. As soon as the Calabrio server detects a device (extension) that wants to login, it checks the configuration and proceeds accordingly. No User Login Required is needed in this deployment.

Required config for the Recording Toolbar:

User Login Required: Unchecked
User ID Field: not needed. Leave it blank.
User ID Appendix: not needed. Leave it blank.

User Login Required Unchecked

Please refer to the user configuration in the Calabrio ONE documentation to proceed in Fixed Device assignment configuration.

Calabrio Server Configuration

Create an API User

This integration requires Calabrio ONE Authentication to be enabled and an API User configured properly. An API user is configured the same as a system administrator, but the purpose of this user is to enable third-party applications to authenticate with Calabrio ONE.

Write CRM ID to Calabrio Metadata

In order to save the CRM ID of the call activity to the Calabrio metadata. A type “text” metadata field has to be configured in the Calabrio Metadata Manager. You will have to specify the same key in the Recording Toolbar Settings Meta Data Keys field.

Enable CORS (On-Prem only)

For On-Prem deployments, CORS (Cross Origin Resource Sharing) must be enabled on the Calabrio Server. See Annex I - CORS (Cross Origin Resource Sharing)

Salesforce Configuration

Depending on the deployment model, the User credentials for the API users are defined and stored in different ways:

Calabrio Cloud deployments: Salesforce Named Credentials
Calabrio On-Premises deployments: On-Prem authorization credentials

Calabrio Cloud

After adding the Calabrio Cloud Addon to the Custom Toolbars (ref), a new section Calabrio Cloud Setting is now visible under the Integrations section.

Important!

Due to Salesforce security changes introduced in Winter '24 release, the connection to a Calabrio Cloud server using the new Named Credentials is only possible when using a version of b+s Connects for Salesforce solution greater or equal to 5.9.4. Legacy Named Credentials are only supported in versions below (and including) 5.8.

Caution!

b+s Connects for Salesforce version 5.9.4 shows an "Insufficient privileges" error for Users lacking the View Setup and Configuration permission in their Profile. Upgrading to the latest version of the b+s Connects for Salesforce connector is recommended instead of assigning the View Setup and Configuration setting to the Users' profile.

Before to proceed with the configuration, in order to establish a connection to the Calabrio Cloud server, it's required to create and configure at least one set of Named Credentials and External Credentials using the button in the b+s Configuration record page (ref).

Calabrio Cloud Configuration section

caution

As of b+s Connects for Salesforce v.5.9, the Legacy Named Credentials (ref) are no longer supported.

1. Create the Named Credential and External Credential pair

In order to create the required pair of Named Credential and External Credential, click on the button "New Named Credential" present in the "Calabrio Cloud Settings" section of the in use b+s Configuration record page. The button will change color once the operation is done, signaling the success or failure of the operation. If the operation is successful, the new Named Credential created will be available to be selected in the adjacent "Calabrio Cloud Named Credential" dropdown and a direct link to its configuration page in Salesforce Setup will also appear on the right of the button.
Click on the "Open in Setup" link to open the new Named Credential record just created in a new tab.

danger

Due to Salesforce's security settings limitations introduced in Winter '24 release, Managed Packages are unable to fully access the data stored in Named Credentials and External Credentials, therefore it is required to create the pair of these records by using the "New Named Credential" button in the b+s Configuration record page as described above.

Named Credentials selector and New button

2. Configure the Named Credential record

Setup | Security | Named Credentials

If required, change the Label field. The Name field can also be changed, but the Named Credential record must be then re-assigned to the b+s Configuration record.

Label: Named Credential record's display name
Name: API Name of the Named Credential record. It is recommended not to change this value. When changed, the Named Credential must be re-assigned to the b+s Configuration record(s).
Enabled for Callouts: checked (true)
Allowed Namespaces: cnx

Do not change the other fields' value.

Click on Save button

3. Configure the External Credentials record

Setup | Security | Named Credentials | External Credentials (tab)

Label: External Credential record's display name
Name: Do not change this value if unsure.

In the Principals section, find the Calabrio Cloud Server Credentials Principal and, under Actions, click on Edit.

In the Authentication Parameters section, click on Add button

In Parameter 1:

Name: Username

Value: <The API User's username>

In the Authentication Parameters section, click on Add button.

In Parameter 2:

Name: Password

Value: <The API user's password>

Click on Save button (wait for the page to reload, it may take a while)

4. Assign required permissions

Setup | Users | Permission Sets

Create a new Permission Set with the following settings:

Apps > Object Settings > User External Credentials > Enable Read
Apps > External Credential Principal Access > Click Edit > Select your External Credential record from Available External Credential Principals column and add it under Enabled External Credential Principals

Assign the Permission Set to the required User(s).

5. Complete the configuration in the b+s Configuration record

User Login Required

If auto recording is disabled, this setting needs to be enabled. To define the login information for the user either configure “userIdField” or “userIdExtension”.

Default: false

Example Value: false

User ID Field

Define the field on the user object that contains the Calabrio user ID, in order to login.

Default: Alias

Example Value: Alias

User ID Appendix

Instead of saving the Calabrio user ID in an extra field. The admin can configure an extension. This extension gets attached to the cisco username and the combination of both are used to log the user in.

Default: empty

Example Value: @abc.com

Calabrio Cloud Named Credentials

Select one of the available Named Credential records.

Please note that only the Named Credential records created using the button "New Named Credential" are displayed here.

New Named Credential button

Click on this button to create a new pair of Named Credential and External Credential that can be used by the b+s Connect for Salesforce package to connect to a Calabrio Cloud Server.

Recording Link Field

Field name of the Salesforce Activity custom field where the recording link will be stored. If key is not present, the recording link will not be written.

Default: empty

Example Value: pfx__MyCustomField__c

Meta Data Key

Field name of the Calabrio server metadata field to store Salesforce Task Id. If key is not present, the metadata will not be written in Calabrio Server.

Default: empty

Example Value: sf-id-key

Call Status Interval

Sets the timeout between two callStatus requests against the Calabrio Server. The callStatus requests are sent as soon as a call starts up to when we retrieve a contactId from Calabrio or the call has ended.

Default: 2000

Example Value: 2000

Agent Buttons

This list of checkboxes can be used to enable specific action buttons.

Default: all unchecked

Pause : Enables the Pause action during a call.
Resume : Enables the Resume action during a call.
Segment Save : Enables the Segment Save action during a call.
Segment Delete : Enables the Segment Delete action during a call.

Calabrio On-Prem

For On-Prem deployments, store the Recording Server credentials in the fields On-Prem server Login Username and On-Prem server Login Password that you will find in the Calabrio On-Prem Settings section of the b+s Configuration record in use after adding the Calabrio On-Prem Addon to the Custom Toolbars.

On-Prem authorization credentials

Recording Link Custom Field (Optional)

If you want to create a custom field on the task to write the recording link to.
Setup | Object Manager | Activity | Fields | New

Add a new field and choose the following options:

Data Type: URL

Field Label: your field label

Field Name: your field name

Description: optional

Required: not checked

Make sure that the Contact Center Agents have read and write access to the field.
Add the newly created field to the Task object's Page Layouts in use.
The API name of the new field can be found under Setup | Object Manager | Activity | Fields (needed below in the configuration of the custom toolbar)

b+s Configuration

To add the Recording Toolbar to the b+s Connects for Salesforce gadget, you will need to + Add a new Custom Toolbar, select the Location of the new Custom Toolbar, select Add-On in the URL dropdown and select either Calabrio On-Prem or Calabrio Cloud in the dropdown next to the URL one. Set the respective Height to 25.

Configure your Recording Toolbar in the new Calabrio Settings section displayed after you select the Add-On.

User Login Required

If auto recording is disabled, this setting needs to be enabled. To define the login information for the user either configure “userIdField” or “userIdExtension”.

Default: false

Example Value: false

User ID Field

Define the field on the user object that contains the Calabrio user ID, in order to login.

Default: Alias

Example Value: Alias

User ID Appendix

Default: empty

Example Value: @abc.com

On-Prem server Login Username

Login Username that will be used to authenticate against the Calabrio On-Prem recording server. For Cloud deployments leave this field blank.

Default: empty

On-Prem server Login Password

Login Password that will be used to authenticate against the Calabrio On-Prem recording server. For Cloud deployments leave this field blank.

Default: empty

Recording Link Field

Field name of the Salesforce Activity custom field where the recording link will be stored. If key is not present, the recording link will not be written.

Default: empty

Example Value: pfx__MyCustomField__c

Meta Data Key

Field name of the Calabrio server metadata field to store Salesforce Task Id. If key is not present, the metadata will not be written in Calabrio Server.

Default: empty

Example Value: sf-id-key

Recording Server

For the On-Prem deployments, specify the Calabrio Recording Server in the "Recording Server" field. It should contain the protocol (https) and the FQDN.

Example Value: https://FQDN

Call Status Interval

Sets the timeout between two callStatus requests against the Calabrio Server. The callStatus requests are getting send as soon as a call has started until we retrieve a contactId from Calabrio or the call has ended.

Default: 2000

Example Value: 2000

Agent Buttons

This list of checkboxes can be used to enable specific action buttons.

Default: all unchecked

Pause : Enables the Pause action during a call.
Resume : Enables the Resume action during a call.
Segment Save : Enables the Segment Save action during a call.
Segment Delete : Enables the Segment Delete action during a call.

Chrome Browser Configuration

The Google Chrome 80 release changes the default cross-domain (SameSite) behavior of cookies.

SameSite is a reasonably robust defense against some classes of cross-site request forgery (CSRF) attacks, but developers currently need to opt in to its protections by specifying a SameSite attribute. In other words, developers are vulnerable to CSRF attacks by default. This change would allow developers to be protected by default, while allowing sites that require state in cross-site requests to opt in to the status quo’s less-secure model.

In On-Prem deployments, you will need to disable the SameSite policy. Go to chrome://flags and disable the "SameSite by default cookies". This will disable the treatment of cookies that do not specify a SameSite attribute as if they were SameSite=Lax.

Troubleshooting

Symptom

After doing a successful login in the softphone, a "Could not login" error is displayed

Recording Toolbar Could not login.jpg

Possible cause(s)

Calabrio server is down
Calabrio server connection is blocked
Calabrio server certificates are expired or not trusted

Solution

Check Calabrio server is up and running
Check client computer has access to the Calabrio server. Access to https://<calabrioserver> from the same browser the agent uses to connect to Salesforce
Check Calabrio certificates are accepted by the client computer. Do the same step as when checking the connection: Access to https://<calabrioserver> from the same browser the agent uses to connect to Salesforce

Recording Toolbar ControlButtons_NotShowingUp.jpg

If after logging in the agent in the b+s Connects for Salesforce gadget the Recording Control buttons do not show up after the agent’s state is not ready or ready, it can have the following reasons.

Error: Invalid Extension with HD Login/Logout

Symptom

The Connects gadget shows an error: Invalid Extension with HD Login/Logout.

Possible cause(s)

The VoIP device is assigned to a specific agent on Calabrio server. To support this configuration the call center definition configuration needs the userLoginRequired setting.

The userLoginRequired setting must correspond with the Calabrio server configuration.

Error: No active recording found

Symptom After successfully loading the Calabrio toolbar (i.e. the recording buttons are visible and greyed out), when a call is accepted or connected, an error message is displayed below the recording buttons: "No active recording found".

Cause The Calabrio server cannot validate and match the Agent's firstname and lastname.

Solution Verify that the Agent's firstname and lastname are identical on both Calabrio and Cisco Finesse.

Preknowledge

The following documents can be consulted to help define the terms Cross-Origin Resource Sharing (CORS) and Cross-Site Request Forgery (CSRF) used in this documentation:

Cross-Origin Resource Sharing (CORS)

CSRF Prevention

Allowing HTTP requests from Cross Site resources in Calabrio

Making the changes suggested in this guide will allow external resources to access Calabrio. Therefore, it is recommended to read the documents listed above beforehand. In addition, it is recommended that before making any changes, all configuration files are backed up for possible recovery.

The following changes may cause Calabrio Web Services to become unresponsive if not performed properly. Please note: This solution only applies to On-Prem deployments of Calabrio.

info

This will require restarting Calabrio Web Server services to apply the changes. It is recommended that you plan an outage window that gives you time to test your changes and sufficient time should you need to restore back to a previous configuration.

Allow CORS requests to Calabrio Application Server

In this example, the goal is to allow all CORS requests from the following sample url:

https://fiddle.jshell.net

Please replace this sample url in your environment with the origin that your traffic originates from.

Back up your httpd.conf file. For a standard Calabrio installation, the file is located here:

C:\Program Files\Common Files\Calabrio ONE\Server\config

Find the XML tag for <VirtualHost *:443> in the httpd.conf file. This section will allow us to set rules for all traffic that crosses the HTTPS protocol.
Add the following re-write rules:

RewriteCond %{REQUEST_METHOD} OPTIONS
RewriteRule ^(.*)$ $1 [R=200,L]

This change will allow Pre-Flight requests to return with a Status of 200 allowing the application to send a follow up request.

Add CORS rules to allow certain protocols and methods of access to the request. This should be specific to what your application is doing to ensure its limited to the minimum that you need.

info

Modify the following lines in your website's origin. This must include the http/https requirements.

Header always set Access-Control-Allow-Origin "https://fiddle.jshell.net"
Header always set Access-Control-Allow-Credentials "true"

info

Apache does not support multiple origins in this field or additional entries. Consult Apache Documentation for additional options if this method is not applicable.

Header always set Access-Control-Allow-Origin "https://fiddle.jshell.net"
Header always set Access-Control-Allow-Credentials "true"
Header always set Access-Control-Allow-Methods "POST,GET,OPTIONS,DELETE,PUT"
Header always set Access-Control-Max-Age "3600"
Header always set Access-Control-Allow-Headers "X-Requested-With, Content-Type, Origin,
    Authorization, Accept, Client-Security-Token, Accept-Encoding"

Full example:

<VirtualHost *:443>
#Protocols h2 http/1.1
ServerName localhost
SSLEngine on
SSLCertificateFile "C:/Program Files/Common Files/Calabrio One/Server/config/localhost.crt"
SSLCertificateKeyFile "C:/Program Files/Common Files/Calabrio One/Server/config/localhost.key"
SSLUseStapling on

RewriteEngine On

#Disable TRACE and TRACK http methods
RewriteCond %{REQUEST_METHOD} ^(TRACE|TRACK)
RewriteRule .* - [F]

RewriteRule ^/$ https://%{HTTP_HOST}/index.html [R=301]
RewriteRule ^/login/index.html$ https://%{HTTP_HOST}/index.html [R=301]

RewriteCond %{REQUEST_METHOD} OPTIONS
RewriteRule ^(.*)$ $1 [R=200,L]

Header always set Access-Control-Allow-Origin "https://fiddle.jshell.net"
Header always set Access-Control-Allow-Credentials "true"
Header always set Access-Control-Allow-Methods "POST,GET,OPTIONS,DELETE,PUT"
Header always set Access-Control-Max-Age "3600"
Header always set Access-Control-Allow-Headers "X-Requested-With, Content-Type, Origin,
    Authorization, Accept, Client-Security-Token, Accept-Encoding"

Save the file, Restart The following Calabrio services:

Calabrio ONE Application Server
Calabrio ONE Web Server

Allow CSRF requests to Calabrio Application Server

This step will need to be applied to each Calabrio Application server in your stack.

Backup the following registry section:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\
    \ciWFOTomcat\Parameters\Java

Modify the "Options" key to include the following line:

-Dsecondary.public.hosts={HOST MAKING REQUEST}

If you are using https://jsfiddle.net/ to make your request you would edit the request to look as follows:

-Dsecondary.public.hosts=fiddle.jshell.net

To determine the value, you will need to issue a request and inspect the request headers for the "Origin" tag, for this particular origin it would be:

Origin: https://fiddle.jshell.net

Example of Registry Change:

Recording Toolbar Registry Changes.jpg

tip

If you have more than one host you can separate the values with a comma.

Restart The following Calabrio services:

Calabrio ONE Application Server
Calabrio ONE Web Server

Allow CORS requests to Calabrio Data Server

Backup the following file: *Note: Your installation directory may differ.

C:\Program Files\Calabrio ONE\Data Server\Tomcat\conf\web.xml

Append the following attributes to your web.xml file.

<filter>
  <filter-name>CorsFilter</filter-name>
  <filter-class>org.apache.catalina.filters.CorsFilter</filter-class>
  <init-param>
    <param-name>cors.allowed.origins</param-name>
    <param-value>*</param-value>
  </init-param>
  <init-param>
    <param-name>cors.allowed.methods</param-name>
    <param-value>GET,POST,HEAD,OPTIONS,PUT</param-value>
  </init-param>
  <init-param>
    <param-name>cors.allowed.headers</param-name>
    <param-value>Content-Type,X-Requested-With,accept,Origin,Access-Control-Request-Method,
        Access-Control-Request-Headers</param-value>
  </init-param>
  <init-param>
    <param-name>cors.exposed.headers</param-name>
    <param-value>Access-Control-Allow-Origin,Access-Control-Allow-Credentials</param-value>
  </init-param>
  <init-param>
    <param-name>cors.support.credentials</param-name>
    <param-value>true</param-value>
  </init-param>
  <init-param>
    <param-name>cors.preflight.maxage</param-name>
    <param-value>10</param-value>
  </init-param>
</filter>
<filter-mapping>
  <filter-name>CorsFilter</filter-name>
  <url-pattern>/*</url-pattern>
</filter-mapping>

Restart the following Calabrio service:

Calabrio ONE Data Server Web Services

Testing

This test can be used to validate that the filter is blocking/allowing traffic from specific origins. In this example CSRF and CORS traffic is allowed from the origin https://jsfiddle.net/

Navigate to https://jsfiddle.net/
Paste the following code into the "Javascript" window:

var settings = {
  "url": "https://yourCalabrioAddress/api/rest/authorize",
  "method": "POST",
  "timeout": 0,
  "headers": {
    "Content-Type": "application/json"
  },
  "data": JSON.stringify({"userId":"yourUser@email.com","password":"YourPassword","locale":"en"}),
};

$.ajax(settings).done(function (response) {
  console.log(response);
});

Modify the script to point to your Calabrio deployment with a valid username/password. (This will allow us to test that we can send a POST request to the Calabrio server and authenticate an API session -- you can perform other API calls after this step if you so choose).

Recording Toolbar Calabrio deployment.jpg

Modify the settings of JSFiddle to point to the proper JavaScript frameworks to support this code snippet: Select the drop down for a menu. Note: This setting is in the pane for "Javascript" on the site. (You can see this same option in Step 3's screenshot in the top left corner).

Recording Toolbar JSFiddle.jpg

Open Developer console of your browser -- and press the "Run" button for Jsfiddle.

Recording Toolbar RUN JSFiddle.jpg

If your test was successful you should see Status "200" back on your authentication (Network tab) and session details logged to the console.

Recording Toolbar Developer Console NetworkTab.jpg

You will see two authorize events as one is the "Pre-Flight" request to validate what the server allows where the other is the actual payload with our javascript request.

Your developer console will show:

Recording Toolbar Developer Console.jpg

How to determine your "Origin"

To capture your "Request-Origin" you will need to inspect the payload you are sending -- All HTTP Requests will have "Request Headers" set -- The browser will automatically set this particular header for us.

Inspecting the request in Developers tools will show us a "Request Headers" Section under the "Headers" pane. The "Origin" is the element of interest.

Recording Toolbar Developer Console.jpg

Annex II - SameSite

SameSite is a cookie attribute. The Recording Toolbar sends an authorize request to the Calabrio application server and it responds with a token that is stored into a cookie (set-cookie response header). Whenever a request is sent to the Calabrio domain, the cookie gets attached to the request and the Calabrio server can validate the token. With the latest browser versions, all cookies without a SameSite=None attribute are defaulted to 'lax' which prevents the browser from sending the cookie in a cross-domain request.

The solution is to inject SameSite=None to the cookie attributes from the On-Prem Calabrio Application server.

Open the previously modified httpd.conf file located in the standard Calabrio installation folder C:\Program Files\Common Files\Calabrio ONE\Server\config from the Calabrio Application server and check that LoadModule headers_module modules/mod_headers.so is added to the LoadModule list. Check that it does not have a # at the beginning of the line.

Add the following chunk of code after the LoadModule list:

<ifmodule mod_headers.c>
    Header always edit Set-Cookie (.*) "$1; SameSite=None"
    Header onsuccess edit Set-Cookie (.*) "$1; SameSite=None"
    Header edit Set-Cookie ^(.*);\s?SameSite=None;?\s?(.*);\s?SameSite=None;?\s?(.*)$ "$1; $2; $3; SameSite=None"
    Header edit Set-Cookie ^(.*);\s?;\s?(.*)$ "$1; $2"
</ifmodule>

Restart the Calabrio One Application Server and the Calabrio One Web Server services.

Annex III - Private Network Access Preflight

The following document can be consulted to help define the term Private Network Access (PNA) preflight used in this documentation:

https://developer.chrome.com/blog/private-network-access-preflight/

Private Network Access (formerly known as CORS-RFC1918) restricts the ability of websites to send requests to servers on private networks.

The specification also extends the Cross-Origin Resource Sharing (CORS) protocol so that websites must now explicitly request a grant from servers on private networks before being allowed to send arbitrary requests.

Private network requests are requests whose target server's IP address is more private than that from which the request initiator was fetched. For example, a request from a public website (https://example.com) to a private website (http://router.local), or a request from a private website to localhost.

In order to keep the Calabrio integration working, two chenges will need to be done in the On-Prem Calabrio Application server.

[...]
Header always set Access-Control-Allow-Methods "POST,GET,OPTIONS,DELETE,PUT"
Header always set Access-Control-Max-Age "3600"
Header always set Access-Control-Allow-Private-Network "true"
Header always set Access-Control-Allow-Headers "X-Requested-With, Content-Type, Origin,
    Authorization, Accept, Client-Security-Token, Accept-Encoding, Access-Control-Request-Private-Network"
[...]

Changes: the line Header always set Access-Control-Allow-Private-Network "true" is new and the Access-Control-Request-Private-Network was added to the Access-Control-Allow-Headers list.

Restart the Calabrio One Application Server and the Calabrio One Web Server services.

Introduction​

Compatibility​

Installation​

Configuration​

Calabrio User Configuration​

Hoteling User (shared desk)​

Fix Device assignment​

Calabrio Server Configuration​

Create an API User​

Write CRM ID to Calabrio Metadata​

Enable CORS (On-Prem only)​

Salesforce Configuration​

Calabrio Cloud​

1. Create the Named Credential and External Credential pair​

2. Configure the Named Credential record​

3. Configure the External Credentials record​

4. Assign required permissions​

5. Complete the configuration in the b+s Configuration record​

Calabrio On-Prem​

Recording Link Custom Field (Optional)​

b+s Configuration​

Custom Toolbar and Integration Settings​

Chrome Browser Configuration​

Troubleshooting​

Error message is displayed when login​

Recording Control Buttons Do Not Show After Login​

Error: Invalid Extension with HD Login/Logout​

Error: No active recording found​

Annex I - CORS (Cross Origin Resource Sharing)​

Preknowledge​

Allowing HTTP requests from Cross Site resources in Calabrio​

Allow CORS requests to Calabrio Application Server​

Allow CSRF requests to Calabrio Application Server​

Allow CORS requests to Calabrio Data Server​

Testing​

How to determine your "Origin"​

Annex II - SameSite​

Annex III - Private Network Access Preflight​

Introduction

Compatibility

Installation

Configuration

Calabrio User Configuration

Hoteling User (shared desk)

Fix Device assignment

Calabrio Server Configuration

Create an API User

Write CRM ID to Calabrio Metadata

Enable CORS (On-Prem only)

Salesforce Configuration

Calabrio Cloud

1. Create the Named Credential and External Credential pair

2. Configure the Named Credential record

3. Configure the External Credentials record

4. Assign required permissions

5. Complete the configuration in the b+s Configuration record

Calabrio On-Prem

Recording Link Custom Field (Optional)

b+s Configuration

Custom Toolbar and Integration Settings

Chrome Browser Configuration

Troubleshooting

Error message is displayed when login

Recording Control Buttons Do Not Show After Login

Error: Invalid Extension with HD Login/Logout

Error: No active recording found

Annex I - CORS (Cross Origin Resource Sharing)

Preknowledge

Allowing HTTP requests from Cross Site resources in Calabrio

Allow CORS requests to Calabrio Application Server

Allow CSRF requests to Calabrio Application Server

Allow CORS requests to Calabrio Data Server

Testing

How to determine your "Origin"

Annex II - SameSite

Annex III - Private Network Access Preflight