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Integrate Webex Contact Center with Zendesk

ByCorporate Guider Home, Webex

When you integrate Webex Contact Center with the Zendesk CRM console, you can launch Desktop from within Zendesk.

 

Prerequisites

Make sure you have the following things before integrating Webex Contact Center with the Zendesk CRM console:

  • Entitlement to use the Webex Contact Center.
  • Administrator access to the Webex Contact Center Management Portal and the Control Hub, which may be accessed at https://admin.webex.com. The URLs for the Management Portal are uniquely crafted for each region of the world.
      • Cisco’s portal for North America can be found at https://portal.wxcc-us1.cisco.com.
      • UK: https://portal.wxcc-eu1.cisco.com
      • EU: https://portal.wxcc-eu2.cisco.com
      • APJC: https://portal.wxcc-anz1.cisco.com
  • A representative who is granted access to the Desktop. Your region’s unique identifier is included in the URL for the Desktop.
      • Cisco Desktop Client for North America: https://desktop.wxcc-us1.cisco.com
      • UK: https://desktop.wxcc-eu1.cisco.com
      • EU: https://desktop.wxcc-eu2.cisco.com
      • APJC: https://desktop.wxcc-anz1.cisco.com
  • Access for the Agent to the following domain, which has been included in the Allowed List of the Content Security Policy:
      • Please refer to the page entitled “Security Settings for Webex Contact Center” for further details on how to define the authorized list.
      • A Zendesk developer portal account. Visit the website https://www.zendesk.com/ and click the Free trial button in order to establish an account. You will automatically be given a trial account that is valid for 14 days.
      • You can gain access to the Desktop Layout (JSON) for Zendesk by visiting https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk.

Integrate

Perform the following steps in order to successfully integrate Webex Contact Center with Zendesk:

  • Configure Webex Contact Center for Use With Zendesk
  • Establish a Contact Center in Webex for Zendesk
  • Install and Configure the Zendesk Desktop Layout on the Webex Contact Center.

Configure Webex Contact Center for Use With Zendesk
Establish a Contact Center in Webex for Zendesk
Install and Configure the Zendesk Desktop Layout on the Webex Contact Center.
Remove Zendesk Webex Contact Center if you have it installed.

Use

Make sure you have completed all of the following steps prior to placing any outgoing calls:

  • Develop the outdial entry point, as well as a plan for the outdial entry point, and start taking calls.
  • Make sure that outdial ANI is turned on for the Agent Profile.
  • Adjust the outdial ANI so that it uses a mapping from dial number to entry point.

Refer to the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide for any further information you may require.

Viewing the Cisco Webex Contact Center Agent Desktop User Guide will provide you with knowledge on how to use Desktop.

Start the Integrated Desktop for Zendesk
Take Care of Calls as They Come In
Manage Outgoing Calls

Customize

 

The customization of each individual property of the custom desktop layout file is going to be covered in the next section.

The administrator has the ability to modify the behavior of the Zendesk connector in accordance with the specific business use case that is required.

Desktop layout property

Description

Possible values

outDialAni

This feature is disabled by default.

You can set the outdial ANI for click-2-dial calls. This value overrides the value that is set in the Management Portal.

<OutDialAniValue>

for example, +11234567890

isCaseCreationForAllInboundCallsEnabled

This feature is enabled by default.

Setting it to true creates a new ticket for all inbound calls.

Setting it to false enables creation of tickets only when there are no open or pending tickets that are associated with that caller.

true, false

adavanceSearchCadVariableName

This feature is disabled by default.

Use this feature with adavanceSearchCrmObjectName to enable Screen Pop based on advanced search.

Specify the CAD variable name to search for the value in Zendesk CRM.

<cad_variable>

For example, NPI

adavanceSearchCrmObjectName

This feature is disabled by default.

Use this feature with adavanceSearchCadVariableName to enable Screen Pop based on advanced search.

Specify the CRM object & object field name to search for the CAD variable value.

<crm_object> <crm_object_field>:

For example, user npi:

ticketDynamicField

This feature is disabled by default.

Use this feature with ticketDynamicFieldValue to associate the ticket object with other fields such as forms.

Specify the ticket field name.

< ticketDynamicField>

For example, ticket_form_id

ticketDynamicFieldValue

This feature is disabled by default.

Use this feature with ticketDynamicField to associate the ticket object with other dynamic fields like forms.

Specify the Ticket field value.

<ticketDynamicFieldValue>

For example, 12152079860369

ticketDynamicSubject

This feature is enabled by default.

Use this feature to customize your own subject lines for the tickets generated by Webex Contact Center.

You can use CAD variables.

Make sure to enclose CAD variables in between curly braces {}.

Default value: Call {activityDateTime}

For example, Call 01.23.2023 09:34 p.m.

dateTimeFormat

This feature is enabled by default.

Use this feature to change the date-time format.

Default value: MM.dd.yyyy hh:mm a

customFieldsToBeUpdatedForExistingTickets

This feature is disabled by default.

Use this feature with ticketCustomFieldsMapping to enable or disable the custom fields’ update feature for existing tickets.

true, false

ticketCustomFieldsMapping

This feature is disabled by default.

Use this feature to map the WebexCC CAD variables and Zendesk CRM Custom field IDs to auto populate CAD variable values in the ticket object’s Custom fields.

The mapping JSON has 3 keys:

wxccFieldName: WebexCC CAD variable name. This can be configured with one or more WebexCC fields. Following WebexCC fields are available by default.

  • “wxccFieldName”:“activityDateTime” – This is the Activity Date time field.

  • “wxccFieldName”:“interactionId” – This is the Contact Session ID field.

  • “wxccFieldName”:“phoneNumber” – This is the ANI/Phone field.

  • “wxccFieldName”:“direction” – This is the Call Direction field (Inbound / Outbound)

  • “wxccFieldName”:“queueName” – This is the Queue Name field.

  • “wxccFieldName”:“wrapupCode” – This is the Wrap Up Code field.

zendeskTicketFileldID: Zendesk ticket’s custom field ID

isDefaultValueEnabled: Boolean flag to check whether to use the default value or CAD variable’s dynamic value to bind with the Custom field ID.

 
[{"wxccFieldName":"< wxccFieldName >",
"zendeskTicketFileldID":"< zendeskTicketFileldID >",
"isDefaultValueEnabled”:false}]

Example #1 –

[{"wxccFieldName":"activityDateTime",
"zendeskTicketFileldID":"12093897017233",
"isDefaultValueEnabled”:false}]

In this example, isDefaultValueEnabled is false and the application looks for CAD variable in wxccFieldName value. The CAD variable is activityDateTime. Its value is retrieved and populated in the Custom field whose ID is 12093897017233.

Example #2 –

[{"wxccFieldName":"WxCC",
"zendeskTicketFileldID":"12093897017233",
"isDefaultValueEnabled”:true}]

In this example, the isDefaultValueEnabled is true, so the application looks for default or static value that is specified in wxccFieldName value. WxCC is the default value and the same is populated in the Custom field whose ID is 12093897017233.

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