Configuring User Import From Cisco Webex Contact Center
Prerequisites
It is mandatory that you follow the guide Preparing Cisco Webex Contact Center for Integration before proceeding.
Overview
This page is dedicated to the users and groups import from Webex Contact Center to Eleveo User Management. This integration enables imported users to authenticate against the Webex Contact Center authentication service (no local user passwords are stored within Eleveo User Management).
The following steps should be completed to integrate with Webex Contact Center successfully:
Add configuration within ETL Management UI (authorize with WebexCC).
Configure a User Sync task in ETL Management UI – steps are covered on this page.
Accessing ETL Management
Use the URL of the server to access the ETL Management: https://<FQDN>/etl where <FQDN> is the FQDN of the server where Eleveo is installed.
Note that eleveo.admin privileges are needed. Please, check ETL Management Roles to get more details about the roles and permissions for working with Integrations UI.
Authorizing With WebexCC
Basic information on how to establish the connection with WebexCC is described on the Configuring ETL Management for Webex Contact Center Integration page.
User Import
User Sync task allows importing users and groups from Webex Contact Center to Eleveo User Management.
Once the authorization is successful, the following configuration can be performed:
On/Off - task can be configured and active or inactive
Cron - cron expression that specifies when the current task should be started
* | * | * | * | * |
|---|---|---|---|---|
minute (0-59) | hour (0 - 23) | day of the month (1 - 31) | month (1 - 12) | day of the week (0 - Sun, 1 - Mon etc) |
To validate cron expression use the link.
Cron job uses the server's defined timezone, which is UTC. You can check the time on the server by typing the following date command in the terminal: date -u
Role Mapping
Role mapping between the Webex Contact Center and Eleveo User Management can be configured. All created 'standardized' user roles from User Management will be available for configuration. Those roles can be:
AGENT
TEAM_LEADER
SUPERVISOR
CCMANAGER
ITADMIN
From the Webex Contact Center side there are multiple profile types, that can be used for mapping to Eleveo roles:
ADMINISTRATOR - access to all modules
ADMINISTRATOR_ONLY - access to all modules
ANALYZER_ADMINISTRATOR - access to Reporting and Analytics, and Provisioning modules
ANALYZER_SUPERVISOR - access to Reporting and Analytics, and Provisioning modules
ANALYZER_USER - access to Reporting and Analytic
PREMIUM_AGENT - access to Agent Desktop and Multimedia module
STANDART_AGENT - access to Agent Desktop module
SUPERVISOR - access to all modules except to manage tenants in the Provisioning module
You can choose one or multiple Webex CC roles to be mapped to Eleveo roles.
info
If a role from Webex CC is selected for multiple standardized Eleveo roles, all their effective roles will be assigned to this role. If the Webex CC role is not selected for any of Eleveo roles, the default agent role with dedicated permissions will be assigned to it.
Deactivated Role Mapping
In some scenarios, you can see the section Deactivated Role Mapping below the main configuration of the Role Mapping. That section is visible in ETL Management only if Role Mapping was configured and later one or multiple Eleveo roles were deleted or overwritten from User Management. That section informs you that the mapping for the deleted role is not working anymore. Listed role mappings must be replaced by new role mappings and then deleted.
Technical Details and Limitations
Data Mappings - Users
The following tables describe how users' data imported from Webex Contact Center is mapped to the User Management database.
Webex Contact Center | User Management API | User Management Table | User Management Column | Mandatory? | Notes |
|---|---|---|---|---|---|
users.id | externalUserId | user_attribute | value (key: agentId) | YES | |
users.email | username | user_entity | username | YES | |
users.firstName | firstname | user_entity | first_name | NO | |
users.lastName | lastname | user_entity | last_name | NO | |
userProfile.profileType | client/role | user_role_mapping | NO | Search by users.userProfileId. User Management accepts a list of values delimited by # (client/ROLE1#client/ROLE2#...). Mapping will be provided by the user in the UI. | |
users.teamIds | groupIds | user_group_membership | NO | User Management accepts a list of values delimited by # (5e06f19f-e97c-4585-babf-2da0475368a8#c56cf800-699d-4f83-b759-86c5e189f511#...) | |
users.active | enabled | user_entity | enabled | NO | |
users.email | user_entity | NO | |||
users.<workPhone, mobile, defaultDialledNumber> | phoneExtension | user_attribute | value (key: phoneExtension) | NO | User Management accepts a list of values delimited by # (5e06f19f-e97c-4585-babf-2da0475368a8#c56cf800-699d-4f83-b759-86c5e189f511#...) |
teamIds | teamIds | user_supervisor_membership | NO | WebexCC does not provide a list of supervised teams |
Data Mappings - Groups
The following tables describe how groups' data imported from Webex Contact Center is mapped to the User Management database.
Webex Contact Center | User Management | Mandatory? | Notes |
|---|---|---|---|
groups.id | externalGroupId | YES | |
groups.name | groupName | YES | |
- | childGroupsExternalIds | NO |
Changing User's Details
Note that Webex Contact Center uses emails for authorization and user identification (usernames are not used). Users' emails from Webex Contact Center are mapped to their usernames in User Management (as stated in the table above).
A change of the user's details in Webex Contact Center (for example when women change their surname) is handled in the following way:
If an email stays the same (for example only a surname is changed), this information of the existing user is updated in User Management during the synchronization process.
If an email is changed, it cannot be mapped to the existing user in User Management, and the user's details cannot be updated. The reason is that User Management identifies users based on a username (in the case of Webex Contact Center it is an email address). This case can be handled in the following way:
During the synchronization process, a new user with a new username is created in User Management, and the 'old' user in User Management is disabled.
Attributes added on the Attributes tab will not be overwritten or removed during the next synchronization process.
Disabling, Deleting, Re-Enabling and Re-Creating Users
Disabling, re-enabling and deleting users from Webex Contact Center is handled in the following way:
A user disabled in Webex Contact Center will also be disabled in User Management.
If a user is re-enabled in Webex Contact Center, this user will be re-enabled in User Management and all mappings (roles assigned, groups membership) will be set in the same way as they were set before.
A user deleted in Webex Contact Center will be disabled in User Management.
Re-creating a user who was already deleted in Webex Contact Center is handled in the following way:
If a user who was imported from Webex Contact Center is deleted in User Management and then added back manually (with the same username), this manually created user will remain in User Management and will not be synchronized with Webex Contact Center or imported again. The reason for that is that usernames need to be unique. In case this manually added user is later deleted in User Management, the user with the same username will be imported again from Webex Contact Center during the next synchronization.
If a user with the same username and the same AgentID value is added again in Webex Contact Center, this user will be re-enabled in User Management after the next synchronization process and all mappings (roles assigned, groups membership) will be set in the same way as they were set before.
If a user with the same username but with a different AgentID value is added in Webex Contact Center, it is not possible to import this user to User Management (or to re-enable the disabled user with the same username).
Groups and Group Membership
Note that what we refer to as a group in User Management and User Importers, is called a team in Webex Contact Center.
Any changes to the groups configured in User Management are handled in the following way:
If an admin manually adds a subgroup to a group that was imported from Webex Contact Center, it will be deleted. Groups that exist in Webex Contact Center are compared with groups (and subgroups) that exist in User Management (and are from the same User Federation). If such groups in User Management (from the same User Federation) contain any groups/subgroups which don't exist in Webex Contact Center, these non-existing groups will be removed.
If the group that was imported from Webex Contact Center was renamed in User Management, the name will be changed back. Any manual changes to the group names will be overwritten to match those in Webex Contact Center.
Membership in a group is handled in the following way:
If a user is added as a member to a group in Webex Contact Center, he/she will also be added to a group in User Management.
If a user is being unassigned from a group in Webex Contact Center, he/she will also be unassigned from a group in User Management. Group membership doesn't affect a state of a user (even if users are unassigned from all groups, their state - active/disabled - remains unchanged).
If a user imported from Webex Contact Center is being manually added as a member to a group that was manually created in User Management, this membership will not be removed during the next synchronization process (the user will stay in this group).
If a user imported from Webex Contact Center is being manually added as a member to a group that was also imported from Webex Contact Center, this membership will not be removed during the next synchronization process (the user will stay in this group).
Users can be moved between groups in Webex Contact Center. After the next synchronization, these users will also be moved to User Management - they will then belong to the same groups as in Webex Contact Center (even if the structure of groups was modified in User Management). The order of groups in User Management is not affected by the synchronization.
Setting a group as main is handled in the following way:
If the main group is changed from A to B manually in User Management, and both groups exist in Webex Contact Center, this change will not be overwritten during the next synchronization process. However, if group B is local only (it doesn't exist in Webex Contact Center), this change will be overwritten during the next synchronization process.
Once authorization with Webex Contact Center is successful and the User Sync task is configured properly import of historical data and adherence can be configured. More details on page Configuring Data Import From Cisco Webex Contact Center.