Connected App for IVR integration

Configure the Connected App for Cisco CVP (UCCE) / Cisco IP IVR integration (UCCX)

To use Service Cloud Voice to its full extent, the Contact Center call flow can be adapted to create the Voice Call record and to execute a Salesforce Omni-Channel flow while the call is on the IVR.

Create and configure a Connected App

The Service Cloud Voice API Wrapper requires a Connected App in order to obtain a valid Salesforce Access Token via OAuth 2.

Salesforce Classic
From Setup, navigate to Build | Create | Apps
Next to the title Connected Apps, click New.

Salesforce Lightning
From Setup, navigate to Apps | App Manager
In the title bar, click the New Connected App button

Minimal required configuration

Connected App Name
The name of the Connected App

Example: b+s Connects for Service Cloud Voice

API Name
The API name of the Connected App

Example: B_s_Connects_for_Service_Cloud_Voice

Enable OAuth Settings
Enables authentication via OAuth 2.0. This checkbox must be selected

Callback URL
Although not needed for b+s components, Salesforce requires a valid callback URL

Example: https://login.salesforce.com/services/oauth2/callback

Selected OAuth Scopes
Minimal required Scope: Access and manage your data (api)

Enable Client Credentials Flow
Enables authorization through client ID and client secret. This checkbox must be selected.

Save

note

Please note that a Connected App may take up to 8 to 10 minutes before being fully operational.

Click on button Manage Consumer Details to reveal the Consumer Secret and the Consumer Key.
These values will be necessary for authenticating to the Connected App to receive the access_token required for all subsequent requests.

Click Cancel to navigate back, click Manage and then click Edit Policies.

Client Credentials Flow: Select the user that will run the Connected App (see Chapter
"Required permissions and settings" for User requirements).

Required permissions and settings

The Salesforce User account used to authenticate to the Connected App must have certain permissions and settings in order to communicate with the b+s REST Services:

• The permission set b+s CNX SCV Agents Permission Set must be assigned to the User.
• The Profile of the User must have the settings API Enabled and Apex Rest Services enabled.