Cisco Webex CC

Owned by Trip Gilman
Sept 03, 2024
3 min read

This procedure requires administrative access to OpenMethods Experience Cloud and Cisco Webex Call Center.

  1. Obtain the OpenMethods Experience Cloud API Key by following the steps laid out in Obtaining OpenMethods Token

  2. Add activities to Webex Flow(s)

Webex Flow

Screen pops in Cisco Webex CC are performed by adding activities to the Flow related to the appropriate event.

Step-by-Step

 

 

  1. Log in to Webex Control Hub

 

 

  1. Navigate to the Contact Center admin using the left-hand panel

 

 

  1. Navigate to the Flows admin using the left-hand panel

 

 

  1. For the desired Flow, click the Go to Flow Designer icon to open the flow in the editor

 

 

  1. Change editor view from Main Flow to Event Flows

 

 

  1. Enter Edit mode to make changes to the flow

 

 

 

  1. Drag and drop a new HTTP Request activity onto the flow editor canvas

 

 

 

  1. Connect the AgentAnswered event block to the new HTTP Request activity. Click the small circle on the AgentAnswered activity over to the similar circle on the HTTP Request activity

 

 

  1. Select the Http Request activity to bring up its properties panel on the right side

 

 

  1. Turn off Use Authenticated Endpoint

 

 

 

 

  1. Change the Method to POST

 

 

  1. Change the Content Type to Application/JSON

 

 

  1. Add the following to the Request Body field:

{ "agentId": "{{AgentAnswered.EmailID}}", "event": "On Answer", "ANI": "{{NewPhoneContact.ANI}}", "jwt": "<your_jwt>" }

 

 

  1. Replace the <your_jwt> value with the token obtained at the start of this process above. Be sure to leave the double quotes on each side of the token

 

 

 

  1. Drag and drop an End Flow activity onto the editor canvas

 

 

 

  1. Connect the HTTP Request activity block to the new End Flow activity. Click the small circle on the HTTP Request activity over to the similar circle on the End Flow activity

 

 

  1. Turn flow validation on to prepare for publishing

 

 

  1. Publish the edited Flow

This document may contain confidential and/or privileged information belonging to OpenMethods. If you are not the intended recipient (or have received this document in error) please notify the sender immediately and destroy this document. Any unauthorized copying, disclosure, or distribution of the material in this document is strictly forbidden.