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Version: 2.8

Connected App for Webex Contact Center integration

Configure the Connected App for Webex Contact Center Salesforce Connector​

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 Certificate​

Ensure that you've already created a digital certificate as per your organization's security policy.

To generate a digital certificate, see the Salesforce documentation at https://developer.salesforce.com/docs/atlas.en-us.sfdx_dev.meta/sfdx_dev/sfdx_dev_auth_key_and_cert.htm

Example

openssl genrsa -des3 -passout pass:<password> -out server.pass.key 2048
openssl rsa -passin pass:<password> -in server.pass.key -out server.key
rm server.pass.key
openssl req -new -key server.key -out server.csr

    Country Name (2 letter code) [AU]:CH
    State or Province Name (full name) [Some-State]:
    Locality Name (eg, city) []:
    Organization Name (eg, company) [Internet Widgits Pty Ltd]:
    Organizational Unit Name (eg, section) []:
    Common Name (e.g. server FQDN or YOUR name) []:
    Email Address []: my-api-user@my-example-org.com
    Please enter the following 'extra' attributes
    to be sent with your certificate request
    A challenge password []:<password>
    An optional company name []:

openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

server.crt => Certificate for the Salesforce Connected App

server.key => Private key for the Salesforce Connector in Webex Control Hub

Create the Salesforce Connected App​

Configure the Salesforce Connected App that is used by Cisco Webex Contact Center. Also see the article: Configure Connected App for Webex Contact Center Salesforce Connector at https://help.webex.com/en-us/article/n26v7heb/Configure-Connected-App-for-Webex-Contact-Center-Salesforce-Connector

  1. Navigate to Salesforce > Setup > Platform Tools > Apps > App Manager
  2. Click New Connected App
  3. New Connected App
    • Connected App Name: WxCC - SCV
    • API Name: WxCC_SCV
    • API (Enable OAuth Settings) => Enable OAuth Settings
    • Callback URL: http://localhost:1717/OauthRedirect as a sample callback URL
    • Select Use digital signatures
    • Click Choose File and upload the server.crt file that contains your digital certificate.
    • Select OAuth scopes:
      • Manage user data via APIs (api)
      • Manage user data via Web browsers (web)
      • Perform requests at any time (refresh_token, offline_access)
    • Uncheck the Required Secret for the Web Server Flow option

Manage Connected App

  1. Save
  2. Continue
  3. From the API (Enable OAuth Settings) section, click Manage Consumer Details button

Manage Consumer Details

  1. Click Copy and save the Consumer Key. The consumer key is used later to create the Salesforce Connector on Webex Contact Center Control Hub.

Manage Consumer Key

  1. Click Back to Manage Connected Apps
  2. Click Manage

Manage Connected App

  1. Click Button Edit Policy
  2. In the OAuth Policies section, select Admin approved users are pre-authorized for Permitted Users, and click OK

Manage OAuth Policy

  1. Save
  2. Assign the newly created Connected App to your user or to a Permission Set which is assigned to your user
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