Configuration

Configure the Contact Center

A Contact Center definition file specifies a set of fields and values that are used to define a contact center in Salesforce for a particular CTI system. Salesforce uses Contact Center definition files to support the integration with multiple CTI system vendors.

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Further information can be found in the Salesforce's official reference (direct link).

Import the Contact Center

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Download the latest version of the Contact Center here

1. From Setup, enter Partner Telephony Contact Centers in the Quick Find box, then select Partner Telephony Contact Centers
2. The list of the existing (if any) Contact Centers is displayed. Click on the Create Contact Center button on the right side of the page.
3. Select Bucher + Suter | Cisco CCE / CCX as your telephony provider. Then click Next
4. A file browser opens. Select the .xml file that contains your contact center definition.
5. Click Open. The file is imported.
6. Check that your Contact Center is shown in the Contact Centers list view.

Configure the Contact Center

1. From Setup, enter Partner Telephony Contact Centers in the Quick Find box, then select Partner Telephony Contact Centers
2. Click on the Contact Center previously imported
3. Click on the Edit button

Display name

This is the name of the Contact Center that will appear in the list of available Contact Centers. The same Contact Center definition file (.xml) can be imported multiple times and be given different display names.

Required: Yes

Public Key

To use Voice functionalities, a certificate with public and private keys is required. In order to obtain a private key, it is possible to Generate a Self-Signed Certificate, Generate a Certificate Signed by a Certificate Authority or directly import Java keystore files (JKS) or Bouncy castle fips keystore files (BCFKS) using the "Import from keystore" button.

Once the certificate has been generated:

• Click on the Certificate label
• Click on the "Download Certificate" button
• Open the downloaded certificate with a text editor
• Copy its content into the "Public key" field of the Contact Center.

Required: Yes

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For VPN-Less Finesse use the Proxy URL

Finesse A & B URL

URL of the primary and standby Finesse Server

Format: https://<Finesse Server A/B>

Required: Yes

Finesse A & B HTTP Port

The port on which the Finesse Server Rest API is listening.

Required: Yes

Default value: 8445

Finesse A & B XMPP Port

The Port on which the Finesse Notification Service is listening.

Required: Yes

Default value: 8445

Connection timeout (seconds)

The maximum number of seconds permitted for a connection attempt to one Finesse server.

Required: Yes

Default value: 20

Poll interval on connection loss

This setting defines the interval (in seconds) before attempting to re-establish the connection, if the connection to Finesse is lost. This procedure repeats until one of the servers (in redundant deployments) can be successfully connected.

Required: Yes

Default value: 10

Max connection attempts before failover (amount)

Defines the maximum number of connection attempts to the Finesse server before trying to connect to the secondary Finesse server.

Required: Yes

Default value: 2

Certificate Unique Name

The Unique Name of the Self-Signed Certificate created for the Public Key

Required: Yes

Ready State Id

• Open the Presence Statuses page in Setup
• Click on the 'Online' status and copy its Salesforce ID from the URL bar.
• Paste the ID into this field.

Required: Yes

Not Ready State Id

• Open the Presence Statuses page in Setup
• Click on the 'Busy' status and copy its Salesforce ID from the URL bar.
• Paste the ID into this field.

Required: Yes

Default Cisco Not Ready Reason

Cisco Not Ready reason code ID which will be used as a default Not Ready reason code in case no mapping is provided for a certain presence state.

Required: Yes

Presence State Mapping

Used to map the Salesforce Omni Presence Statuses to the Cisco Ready state and Not Ready reason codes.

• The 'Busy' statuses need to be added:
  • Open the Presence Statuses page in Setup.
  • Click on one of the 'Busy' statuses and copy its Salesforce ID from the URL bar. Presence status IDs start with 0N5. for example 0N51X0000000AUT.
  • Paste the ID into this field, followed by a comma and the Cisco Not Ready reason code ID.
  • Separated by a semicolon, one or more 'Busy' mappings can be added this way.
• In the same way, the 'Online' status needs to be added:
  • Open the Presence Statuses page in Setup.
  • Click on the 'Online' status and copy its Salesforce ID from the URL bar.
  • Paste the ID into this field, followed by a comma and add the Cisco Ready ID.

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The Cisco Ready ID is -1.

caution

To avoid synchronization problems, the 'Default Not Ready ID' must be configured in the mapping as well.

Format: busyPresenceID1,ciscoReasonCodeID1;busyPresenceID2,ciscoReasonCodeID2;onlinePresenceId,-1

Required: Yes

Call Variable for the Voice Call Record Id

The Call Variable used for storing the ID of the current Voice Call Record. It is used to correctly update the call state.

Format: callVariable<0-10> or for ECC user.ECCVariableName

Required: Yes

Default value: callVariable1

Call Variable for the Vendor Call Key

The Call Variable used for storing the Vendor Call Key of the current Voice Call. It is used to open the correct voice call record.

Format: callVariable<0-10> or for ECC user.ECCVariableName

Required: Yes

Note: To reduce the number of Peripheral Variables, required for Service Cloud Voice, it is possible store the Voice Call record ID and the Vendor Call Key in one Peripheral Variable. See Combine Voice Call record ID and Vendor Call Key in one Peripheral Variable for more details

Tenant

The tenant is used to determine the WCCAI transcriptions region. It can be found in the URL of the Serving Api Streaming Portal from cisco. See this example:

https://serving-api-streaming.wxcc-us1.cisco.com

Format: us1, ue1, ue2, anz1

Required: Yes

Default value: us1

Dialing Phone Number Translation

Phone number translation rules that are applied to the number before it is dialed.

See Phone Number Translations

Required: No

Finesse Request Timeout

Number of seconds before a Finesse Request returns a timeout error.

Required: Yes

Default value: 10000

Mobile Agent Mode

Mobile agent mode, for the agents that are assigned to the Contact Center

Required: Yes

Default value: Disabled

Possible values: Disabled, Agent Choose, Call by Call, Nailed

SSO Frame Path

SSO Frame Path, for Single Sign-On (SSO) authentication

Required: Only for SSO Login authentication

Possible values: /3rdpartygadget/files/scv/finesseSSOFrame.html

Note: This field must be empty for other login methods that do not require SSO authentication. The relative path has to start with /.

To download finesseSSOFrame.html, see CCE Single Sing-On guide.

Assign users to the Contact Center

• At the bottom of the Contact Center page, click on the Add button under section: Contact Center Users.
• Click on the + button next to the users that will have access to the open Contact Center

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Only the users that have the Contact Center Agent (Partner Telephony) permission set and have not been already assigned to other Contact Centers will appear in this list.