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 teams 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:

1. Deploy ETL Management in Rancher

2. Add configuration within ETL Management UI.

3. Configure a User Sync task in ETL Management UI – steps are covered on this page.

Accessing ETL Management

On the landing page, click the Enter button next to ETL Management. Alternatively, use the URL of the server: 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 Webex CC

Follow the steps to add a new integration on ETL Management UI:

1. Go to My configurations > New configuration.

   

2. From the drop-down menu select the configuration type Webex CC.

   

3. The new configuration tab will display.  Do not close this screen, as it cannot be saved without first providing further data taken from Webex Contact Center.

Fill in the following data:

• Name – Name of your integration configuration

• Data Center API URL – The URL of your Webex CC Data Center API. Geo-URLs for Different Datacenters on Webex Contact Center you can find in official Webex CC documentation

• Organization ID – ID of the Organization on Webex CC. The Org ID can be copied from the Webex Service App account page- developer.webex.com

  • Log into the Service App account. The Ord Id can be copied by clicking on the User Info Icon in the top right corner.
    

    

• Client ID and Client Secret – Copied from the Webex Contact Center application registration console. Please, follow the guide Preparing Cisco Webex Contact Center for Integration to get those data.

• Access token and Refresh token – Copied from the Webex Contact Center application registration console. Please, follow the guide Preparing Cisco Webex Contact Center for Integration to get those data.

In the end, click the Save button.

User Import

The User Sync task allows users and teams to be imported from the 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 editor for cron schedule expressions.

Click Save to save the configuration.

Role Mapping 

Role mapping between the Webex Contact Center and Eleveo User Management can be configured by clicking the Role mapping button. 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 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.

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.

Data Mappings - Teams

The following tables describe how teams' data imported from Webex Contact Center is mapped to the User Management database.

Changing User's Details

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 is also updated in User Management during the synchronization process, while the AgentId stays the same.

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, teams 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, teams 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 to the 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).

Teams and Team Membership

Any changes to the teams configured in User Management are handled in the following way:

• If an admin manually adds a subteam to a team that was imported from Webex Contact Center, it will be deleted. teams that exist in Webex Contact Center are compared with teams (and subteams) that exist in User Management (and are from the same User Federation). If such teams in User Management (from the same User Federation) contain any teams/subteams which don't exist in Webex Contact Center, these non-existing teams will be removed.

• If the team that was imported from Webex Contact Center was renamed in User Management, the name will be changed back. Any manual changes to the team names will be overwritten to match those in Webex Contact Center.

Membership in a team is handled in the following way:

• If a user is added as a member to a team in Webex Contact Center, he/she will also be added to a team in User Management.

• If a user is being unassigned from a team in Webex Contact Center, he/she will also be unassigned from a team in User Management. team membership doesn't affect a state of a user (even if users are unassigned from all teams, their state - active/disabled - remains unchanged).

• If a user imported from Webex Contact Center is being manually added as a member to a team that was manually created in User Management, this membership will not be removed during the next synchronization process (the user will stay in this team).

• If a user imported from Webex Contact Center is being manually added as a member to a team 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 team).

• Users can be moved between teams in Webex Contact Center. After the next synchronization, these users will also be moved in User Management - they will then belong to the same teams as in Webex Contact Center (even if the structure of teams was modified in User Management). The order of teams in User Management is not affected by the synchronization.

Setting a team as main is handled in the following way:

• If the main team is changed from A to B manually in User Management, and both teams exist in Webex Contact Center, this change will not be overwritten during the next synchronization process. However, if team B is local only (it doesn't exist in Webex Contact Center), this change will be overwritten during the next synchronization process.

'Can Manage' Assignment

The assignment of teams that a user with the Supervisor/Teamlead role can manage is handled in the following way:

• If a user with the Supervisor/Teamlead role has no teams assigned in Webex Contact Center, he/she will also be imported to User Management without any teams assigned.

• A team assigned to a user in Webex Contact Center will also be assigned in User Management during the synchronization process.

• If a team is being unassigned from a user in Webex Contact Center, it will also be unassigned in User Management.

• If a team was assigned to a user manually from within the User Management UI, no matter if this user and team were imported or created manually, this change will not be overwritten during the next synchronization.

• If a team was assigned to a user automatically and then this assignment is modified manually (a team is unassigned from a user), this change will be reverted and a team will be automatically assigned to a user during the next synchronization.

• It is impossible to demote a Supervisor/Teamlead to Agent in Webex Contact Center if any teams are assigned to this user. First, unassign that user's teams and then change the role. As a result, the user will have teams unassigned and will change their role in User Management during the synchronization process.