Contact Centers
Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.
Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.
Depending on the Contact Center Type, this configuration comes with several options to fine-tune the connection.
Please note that changing the Contact Center configuration means that all agents that have been assigned to this configuration in the Agent Settings will have to log in again the next time the page is reloaded.
Contact Center Type
The type of the Contact Center. One can choose between "Finesse" for a UCC based Contact Center and "WxCC" for a Webex Contact Center.
The following fields apply for a WxCC Contact Center.
Name
The name of the Contact Center. The value entered here is used as a reference for further configuration.
Required: Yes
Default value: Empty
Description
Alternative text which helps in identifying the Contact Center.
Required: No
Default value: Empty
Cisco WxCC Contact Center
WxCC Authentication URL
The Authentication URL used for the connection to WxCC.
Refer to the Requirements chapter for more information on how to get this URL.
Required: Yes
Default value: none
WxCC Region
The region in which the WxCC resources are located. Enter this value in the format like us1 or eu2.
Ask your Cisco administrator which region applies for your WxCC tenant.
Required: Yes
Default value: none
When editing the details field in the List View please adhere to the following format: URL: {Authentication_Url} - Region: {Region}