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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:

  1. Deploy ETL Management in Rancher

  2. Add configuration within ETL Management UI (authorize with Zoom Contact Center).

  3. 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

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.

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