Sync RingCentral Engage Metadata to Calabrio ONE

You can define which RingCentral Engage metadata you map to metadata labels in Calabrio ONE. Metadata is sourced from the RingCentral API responses from the RingCentral Engage endpoint using Swagger. From there, the metadata must be correctly formatted before it can be added to Calabrio ONE. Configuration is complete once the RingCentral Engage metadata is mapped to aCalabrio ONE metadata label.

This topic details the procedure for collecting and formatting metadata from RingCentral Engage, the Calabrio ONE mapping procedure, and provides a sample API request and response.

After metadata is mapped, metadata can be used to add a variety of trackable information to a customer contact in Calabrio ONE. Metadata fields can be found in the Contact Information Details panel on the Recordings page (Recordings tab > select a contact). You can view, edit, or delete a metadata field from your system.

Prerequisites

A metadata field must first be created in Metadata Manager in Calabrio ONE (located at Application Management > QM > QM Configuration > Metadata Manager) for each RingCentral Engage metadata field to be mapped.

• You must select Text from the Metadata Type drop-down list on the Metadata Manager page for the metadata to map.
• Ensure None is selected from the ACD Data drop-down list on the Metadata Manager page. All other fields on the Metadata Manager page can be configured as desired.

Page Location

Application Management > Global > System Configuration > ACD Configuration > RingCentral

Procedures

Collect and format RingCentral Engage metadata

This procedure details how to collect and format appropriate metadata from RingCentral Engage before you map it to Calabrio ONE metadata labels.

Metadata comes from the RingCentral API response from the RingCentral Engage endpoint using /integration/v2/admin/reports/accounts/{subAccountId}/interactionMetadata. Metadata names must be formatted as follows:

[fieldName]

EXAMPLE   interactionId
segmentID
interactionCallingAddress
interactionCalledAddress

• The [Field Name] must contain a lower-case word, followed by words that start with upper-case letters. There is no spacing between the words.

• The fields and child for segmentEvents are not included in the metadata that you can map.

You can refer to the sample API request below when formatting metadata.

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{
	"segmentEndTime": "2021-02-28 08:27:15",
	"timeInterval": 1800,
	"timeZone": "US/Eastern"
}

The following is an example of a JSON response:

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[
  {
    "interactionId": "20200721123305013105000001977",
    "interactionStartTimeMs": "2020-07-21T17:32:28.001Z",
    "interactionDurationMs": 832,
    "segmentID": 2,
    "segmentAgentId": 1009,
    "segmentContactStartTimeMs": "2020-07-21T17:32:40.002Z",
    "segmentContactEndTimeMs": "2020-07-21T17:32:42.045Z",
    "segmentDuration": 832,
    "interactionCallingAddress": "4155058987",
    "interactionCalledAddress": "8776239199",
    "interactionDirection": "INBOUND",
    "segmentRecordingURL": "https://c02-recordings.virtualacd.biz/api/v1/calls/recordings/?v=1&accountId=99990001&bucket=c02-recordings&region=us-east-1&compliance=false&file=99990001/202205/09/20220509120710013214000058679-2.WAV",
    "segmentAgentGroupId": "8",
    "segmentEvents": [
      {
        "eventTimeMs": "2020-07-21T17:32:28.000Z",
        "clientEventTimeMs": "2020-07-21T17:32:28.000Z",
        "eventType": "REC_START"      }
    ]
  }
]

Map RingCentral Engage metadata in Calabrio ONE

1. Navigate to the RingCentral configuration page.
2. Within the Metadata Mapping section, click Add Mapping.
3. In the text box under ACD Metadata Name, enter a RingCentral Engage metadata value you configured during the previous procedure.
4. Click the drop-down list under the Metadata Label column, and select a metadata label from the list of options.
5. Click the check icon to save the metadata mapping.
6. (Optional) Click Add Mapping to add additional metadata mappings and repeat as desired.
7. Click Save.