Configuring User Import From Zoom 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 Zoom Contact Center to Eleveo User Management. This integration enables imported users to authenticate against the Zoom Contact Center authentication service (no local user passwords are stored within Eleveo User Management).
The following steps should be completed to integrate with Zoom Contact Center successfully:
Deploy ETL Management in Rancher
Add configuration within ETL Management UI (authorize with Zoom Contact Center).
Configure a User Sync task in ETL Management UI – steps 2 and 3 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 from Zoom Contact Center to Eleveo User Management.
Once the configuration is saved, the following configuration can be performed:
On/Off - the 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 the cron expression, use the link.
Cron job uses the server's define timezone that is UTC. You can check time on the server by typing following date command in terminal:
date -u
Role Mapping
Role mapping between the Zoom Contact Center and Eleveo User Management can be configured. All created 'standardized' user roles from User Management will be available for configuration. Follow the guide Using Eleveo Specific Roles to create them. Those roles can be:
AGENT
TEAM_LEADER
SUPERVISOR
CCMANAGER
ITADMIN
From the Zoom Contact Center side, multiple profile types can be used for mapping to Eleveo roles. By default there are 3 roles on Zomm CC side:
ADMIN - a wide range of permissions for accessing and managing Zoom Contact Center
AGENT - access Zoom Contact Center engagement functions but do not have permission to manage Zoom Contact Center
SUPERVISOR - some permissions for accessing and managing Zoom Contact Center
Info
Zoom Contact Center roles are fetched dynamically. Other custom roles can be created on the Zoom Contact Center side and should be visible for configuration in ETL Management UI.
You can choose one or multiple Zoom Contact Center roles to be mapped to Eleveo roles.
Info
If a role from Zoom Contact Center is selected for multiple standardized Eleveo roles, all their effective roles will be assigned to this role. If the Zoom Contact Center role is not selected for any of Eleveo roles, the default agent role with dedicated permissions will be assigned to it.
Group Supervisor
Zoom Contact Center does not have a team structure. Eleveo is creating a synthetic group "zoomCC" on the User Management side.
The user becomes a supervisor of the group 'zoomCC' with "Can Review" permissions in User Management if the user has assigned the role, that was selected in "Group Supervisor" dropdown during configuration of Zoom Contact Center integration in ETL Management.
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 Zoom Contact Center is mapped to the User Management database.
Zoom Contact Center | User Management API | Mandatory? | Notes |
---|---|---|---|
users.user_id | agentId | YES | - |
users.user_email | username | YES | - |
users.display_name | firstname | NO | Split by a space character. In user creation, you provide first name and last name fields. Left blank If there is only one word in the display name. |
users.display_name | lastname | NO | Split by a space character, the second item is taken. If there is only one word in the display name, use it. |
users.role_id | role | NO | Admin, Supervisor and Agent are default roles, but custom roles can be added. Mapping will be provided by user in the UI. Using Zomm CC's role IDs, not names for mapping. If the custom role in Zoom Contact Center is renamed, the mapping will still hold up. If no role mapping is defined, the user is mapped to AGENT as default. |
- | groupIds | NO | Create a default team that all users will be members of. Defaults to 'zoomCC; group name, with externalID=1 |
users.user_access | enabled | NO | - |
users.user_email | NO | Equals to username | |
- | phoneExtension | NO | - |
- | teamIds | NO | Mapping will be provided on ETL Management UI, users will select roles and task will receive list of roleId's. If the user has at least one of the roles provided by ETL, this user becomes team supervisor (synthetic group 'zoomCC' with externalId=1) |
Data Mappings - Groups
No groups are imported from ZoomCC to Eleveo User Management for the Zoom Contact Center Import. Only one group named 'zoomCC' is automatically created in User Management side during import. All imported users are members of this group.
If the user, imported from Zoom Contact Center has assigned the role that was selected in "Group Supervisor" dropdown during the configuration of Zoom Contact Center integration in ETL Management, he will automatically become a supervisor of the group "zoomCC".
Disabling, Deleting, Re-Enabling and Re-Creating Users
Disabling, re-enabling and deleting users from Zoom Contact Center is handled in the following way:
A user disabled in Zoom Contact Center will also be disabled in User Management.
If a user is re-enabled in Zoom 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 Zoom Contact Center will be disabled in User Management.
Re-creating a user who was already deleted in Zoom Contact Center is handled in the following way:
If a user who was imported from Zoom 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 Zoom Contact Center or imported again. The reason for that is that usernames need to be unique. If this manually added user is later deleted in User Management, the user with the same username will be imported again from Zoom Contact Center during the next synchronization.
If a user with the same username and the same AgentID value is added again in Zoom 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 Zoom Contact Center, it is impossible to import this user to User Management (or to re-enable the disabled user with the same username).
'Can Review' Assignment
The assignment of groups that a user with the Supervisor/Teamlead role can review is handled in the following way: user becomes a supervisor of the group 'zoomCC' with "Can Review" permissions in User Management if the user has assigned the role, that was selected in "Group Supervisor" dropdown during configuration of Zoom Contact Center integration in ETL Management.