Configuration

Create WxCC credential custom metadata record

In order to connect into your Webex Contact Center, you must create a custom metadata type record:

1. From Setup, enter Custom Metadata type in the Quick Find box, then select Custom Metadata Types
2. In the list, find the WxCC Connection (API Name cnxscv__WxccConnection__mdt) Custom Metadata Type
3. Click on the Manage Records button in front of the WxCC Connection and then New
4. Enter a name
5. Enter the authentication URL and the client secret as defined in WxCC OAuth App configuration
6. Click Save.
7. Note the WxCC Connection Name, you need this name in the Contact Center 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.

tip

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

Import the Contact Center

info

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 WxCC 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

WxccConnection Name

Unique name of the WxCC Connection Custom Meta Data record as configured in Create WxCC credential custom metadata record.

Required: Yes

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 auxiliary code ID which will be used as a default auxiliary code in case no mapping is provided for a certain presence state.

Required: Yes

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In order to check the configured auxiliary code IDs, this guide can be referenced.

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 auxiliary 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.

tip

The Cisco Ready ID is 0.

caution

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

Format: busyPresenceID1,ciscoAuxCodeID1;defaultNotReadyPresenceID,ciscoDefaultNotReadyAuxCodeID;onlinePresenceId,0

Required: Yes

Call Variable for Voice Call Id

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

Format: Variable name as configured in WxCC Flow. For example L_Call_ID

Required: Yes

Default value: callVariable1

WxCC Tenant

The tenant is used to determine the WxCC region. It can be found in the URL of the WxCC Portal, Dev Portal or Desktop. See this example:

https://devportal.wxcc-eu2.cisco.com/

Format: eu2

Required: Yes

WxCC WebRTC Domain

The domain is used to establish the correct WebRTC connection. Use the location of your WxCC tenant:

• US: rtw.prod-us1.rtmsprod.net
• ANZ: rtw.prod-as1.rtmsprod.net
• CA: rtw.prod-ca1.rtmsprod.net
• JP: rtw.prod-ja1.rtmsprod.net
• EU1: rtw.prod-uk1.rtmsprod.net
• EU2: rtw.prod-gm1.rtmsprod.net

Required: Yes for WebRTC

Dialing Phone Number Translation

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

See Phone Number Translations

Required: No

Assign users to the Contact Center

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

tip

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.

Language Translation

Enable Translation Workbench

In Setup → Translation Workbench → Translation Language Settings

Click the Enable button to select translation language.

Enable Platform-only languages

In Setup → Company Settings → Language Settings.

Choose the languages that you need.

Select Enable end-user languages - Help and Setup are not translated in end-user languages and Enable platform-only languages - no default translations are provided for platform-only languages.

Save your changes.

Activate the language and select the user

In Setup → Translation Workbench → Translation Language Settings.

Choose the language and select the user who will translate it.

Save your changes.

Translate Custom Labels

In Setup → Custom Labels

Select the name of the custom label to open.

In the related Translations list, click New to enter a new translation or Edit, (next to the language), to edit a translation.

Select the Language you are translating into.

Enter the translated value into the Translation Text field. This text overrides the value specified in the label's Value field when a user's default language is the translation language.

Save your changes.