Contact Center Integration

Integration with another Enghouse Interactive Contact Center product, or with a Cisco contact center (Cisco Unified Contact Center Enterprise or Cisco Unified Contact Center Express), can be enabled via the QMS administration client.

To enable contact center integration click the Tools navigation icon and then click the General link from the administration sub-menu. The General tab displays. Complete the following fields of the Contact Center Integration section.

  1. Click the Enable Contact Center Integration field.

  2. Select the Contact Center Products. This will determine which set of System Flags are loaded into the QMS database. Choosing Cisco Unified Contact Center Enterprise or Cisco Unified Contact Center Express also tells the QMS UCCE Connector Service which Cisco product it is integrated with, and shows the Connector Trigger Rules section described below.

  3. Optional click the Enable Hot-Desking Support if required. This option will allow Agent and Device user types to be configured in QMS.

  4. Click the Save button to save the settings.

Connector Trigger Rules

When a Cisco product is selected, the Connector Trigger Rules section lists the rules that tell the QMS UCCE Connector Service which values to attach to recordings as flags. A rule copies a value the contact center sends with a call event into the flag of the same name on the recording. Changes are saved at once and reach the connector within a minute; the connector does not need to be restarted.

Each rule shows the tenants it Applies to, the Event, the Parameter, the Flag it writes to, and whether it is Enabled.

To add a rule:

  1. Click the Add rule icon. The Add Trigger Rule dialog displays.

  2. Select the Event, then the Parameter. The dialog shows the flag the rule writes to, or why the parameter cannot be used.

  3. Click Add rule.

To change a rule, delete it and add it again. Rules are enabled, disabled and deleted in place. Deleting a rule keeps its flag, and the values already on recordings.

The events and parameters offered are those the connector has reported. Until the connector has connected to the contact center once, the section shows: The connector has not yet reported the events and parameters it can offer. Start the connector, then reopen the page.

A rule can show one of these markers:

custom flag

The rule writes to a flag other than the parameter’s own. It can be enabled, disabled and deleted, but not created on this page.

flag missing

The rule’s flag no longer exists. The connector skips the rule.

not offered by the connector

The connector no longer reports the parameter.

On a multi-tenant system, a rule applies to one tenant or to all tenants. The provider manages the rules for all tenants, and a tenant’s rules by switching to that tenant. A tenant administrator manages that tenant’s rules, and sees the rules for all tenants read-only.

For the flags these rules write to, and for the rules that can instead be set in the connector’s configuration file, see Trigger Rules Configured in QMS.

See also:

General Settings

Configuring Agent Hotdesking

Cisco Contact Center Connector Guide