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.

Configuration steps

The following configuration steps are required to enable Contact Center Flows and IVRs to connect to Service Cloud Voice:

1. Create a Permission Set for the SCV Integration User
2. Clone and modify the Profile Minimum Access - API Only Integrations
3. Create a User: SCV Integration User
4. Create a Connected App / External Client App
5. Assign the Permission Set to the Connected App

Permission Set for the SCV Integration User

The following Permission Set grants access to Apex classes used by Connects for SCV for the integration with Contact Center IVR flows and b+s Connects for SCV

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The following is an example configuration and describes the minimum required permissions for the Contact Center / IVR integration to work.

• From Setup, navigate to Users | Permission Sets
• Click on New button
  • Enter a Label, for example: IVR Access to SCV Apex Classes
  • API Name is automatically filled out
  • License: None
  • Click on Save button
• The new Permission Set opens

• Navigate to Apex Class Access
• Click on Edit button and add the following Apex classes
  • cnxscv.ServiceRouting

• Navigate to System Permissions
• Click on Edit button and enabled the following Permissions
  • Apex REST Services
  • API Enabled

Minimum Access - API Only Integrations Profile

This Profile is used to integrate with b+s Connects for SCV to create Voice Call records and Execute Omni-Flow from the IVR flow.

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The following is an example configuration and describes the minimum required permissions for the Contact Center / IVR integration to work.

This is a clone from the Minimum Access - API Only Integrations profile

• From Setup, navigate to Users | Profiles
• In the Profiles list, search for the Profile Minimum Access - API Only Integrations
• Click on the profile name to open the Minimum Access - API Only Integrations profile
• On the Minimum Access - API Only Integrations profile, click the Clone button
• Enter a new Profile Name, for example: SCV Integration
• Click on Save button
• The new Profile opens

• Verify that your Minimum Access – API Only Integrations profile has all permissions removed from the profile itself

• Navigate to System Permissions
• Make sure the following Permissions are enabled
  • API Enabled
  • Api Only User

SCV Integration User

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The following is an example configuration and describes the minimum required permissions for the Contact Center / IVR integration to work.

No Salesforce Service Cloud Voice license or b+s Connects for SCV license is required for the SCV Integration User.

• From Setup, navigate to Users | Users
• Click on New User button
  • Enter First Name, Last Name, and all other mandatory fields
  • User License: Salesforce Integration
  • Profile: select the profile created in the previous step ("SCV Integration profile", clone of Minimum Access - API Only Integrations profile)
• Click on Save button

• Open the new User record
• Assign the Permission Set License Salesforce API Integration
• Assign the Permission Set created before ("IVR Access to SCV Apex Classes")

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.

Create a new Connected App

As of Summer '25, Connected Apps creation is a functionality controlled by the Allow creation of connected apps preference, which is disabled by default for new orgs and can be enabled in the settings page of the new External Client Apps Setup menu section.

• From Setup, navigate to Apps | External Client Apps | Settings
• Under the Connected apps set the Allow creation of connected apps checkbox to On to enable the New Connected App button.
• Click on New Connected App button

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If the New Connected App button does not show in the External Client Apps menu, go to Apps | App Manager | New Connected App

The following section shows the minimal required configuration needed in order to allow the external components to connect to your Salesforce Org.

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: Manage user data via APIs (api)

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

Save

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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.

Important: Maintain Security by Periodically Rotating Secrets

Make sure you regularly rotate your Client IDs and Client Secrets to keep your integrations secure. You can follow the process described in Rotate the Consumer Key and Consumer Secret.

After generating new credentials, remember to update the Client ID and Client Secret in all Contact Center flows and IVR scripts where they are used. This will prevent any disruptions in your existing integrations.

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

In the OAuth Policies section, select Admin approved users are pre-authorized for Permitted Users, and click OK

Client Credentials Flow: Select the Integration User created before ("SCV Integration User")

Save

Scroll down to section Permission set and click on Manage Permission Sets button

Assign the Permission Set created before ("IVR Access to SCV Apex Classes")