Core Configuration Data for 1.0

Calabrio ONE syncs the following core configuration data with equivalents from Cisco Webex Contact Center through three API requests.

Users

When Calabrio ONE imports a new user from Webex Contact Center, it creates a new Calabrio ONE user who has a Webex Contact Center user profile.

When someone changes user data in Webex Contact Center, the sync service detects it and makes several changes in Calabrio ONE. The following table summarizes these changes.

NOTE   Users with a Not Active status in Webex Contact Center are not imported unless they are restored.

Change in Webex CC Resulting Change in Calabrio ONE
New user is added.

New user is added. Specifically, the sync service:

  • Applies the Webex Contact Center user’s first and last name to the Calabrio ONE user’s first and last name.
  • Applies the Webex Contact Center user’s TID to the Calabrio ONE user’s ACD ID.
  • Sets the Calabrio ONE start dates for the company and department to the date that the sync occurred.

  • Assigns the Calabrio ONE user to the default team.

    NOTE   Calabrio ONE does not preserve the relationship between Webex Contact Center users and teams. See Teams.

  • If the Webex Contact Center user is contact-center enabled, assigns the default agent role to the Calabrio ONE user. No other Calabrio ONE roles are synced with Webex Contact Center.

    NOTE   If you remove the agent role from a Calabrio ONE user who is synced with a Webex Contact Center user who is contact-center enabled, the agent role will be reassigned the next time Calabrio ONE syncs with Webex Contact Center.

User’s first or last name is changed. User’s first or last name is changed.
User is deleted.

User is deactivated.

Teams

Calabrio ONE syncs with Webex Contact Center teams of any type (Capacity Based or Agent Based), as long as they are active. It does not preserve the relationship between Webex Contact Center users and Webex Contact Center teams.

When team data is changed in Webex Contact Center, the sync service detects it and makes several changes in Calabrio ONE. The following table summarizes these changes.

Change in Webex CC Resulting Change in Calabrio ONE
New team is added

New team is added with the same name. This name is read-only.

Team name is changed Team name is changed.
New user is added to a team No change. Calabrio ONE does not preserve the relationship between Webex Contact Center users and Webex Contact Center teams.
User is removed from a team No change. Calabrio ONE does not preserve the relationship between Webex Contact Center users and Webex Contact Center teams.
Team is deleted. No change.

You can create new teams in Calabrio ONE and assign users to them, but these new teams are not added to Webex Contact Center.

A Calabrio ONE user can belong to only one team.

Service Queues

Calabrio ONE syncs the following Entry Points/Queues from Webex Contact Center with service queues:

When either a queue or an outdial queue data is changed in Webex Contact Center, the sync service detects it and makes several changes in Calabrio ONE. The following table summarizes these changes.

Change in Webex CC Resulting Change in Calabrio ONE
New queue is added

First, a new service queue is added. Specifically, the sync service does the following:

  • Applies the Webex Contact Center queue name to the Calabrio ONE service queue name
  • Applies the queue TID to the Calabrio ONE service queue ID
  • (Read only) Gives the Calabrio ONE service queue a service queue type of Voice [Interactive]
  • (Read only) Gives the Calabrio ONE service queue a Source ACD of Webex Contact Center

Second, a new skill mapping is added. Specifically, the sync service does the following:

  • Applies the Webex Contact Center queue name to the skill mapping name
  • Assigns the Calabrio ONE service queue that is associated with the Webex Contact Center queue to the skill mapping and gives it a priority of 1.
Queue name is changed

Applies the new Webex Contact Center queue name to the Calabrio ONE service queue name only. Calabrio ONE does not apply the new Webex Contact Center queue name to the associated Calabrio ONE skill mapping.

Queue is deleted No change. Neither the service queue nor the skill mapping is deleted.