Lab 1.1: Environment setup

Table of Contents

• Table of Contents
• Introduction
  • Lab Objective
  • Pre-requisites
  • Quick Links
  • Users
• Lab Section
  • Step 1. Node Authorization for Webex CC Task and Engage nodes
  • Step 2. Create Service and upload Live Chat flows
  • Step 3. Setup entities in Portal (Agents, Team, MMP)
    • 1. Create new MultiMedia Profile
    • 2. Create new Site
    • 3. Create new Teams
    • 4. User Configuration
  • Step 4. Access to the Agent Desktop

Introduction

Lab Objective

In this Lab, we will go through the tasks that are required to complete the general pre-configuration of a tenant. These tasks are to be undertaken by an administrator. By following each of the steps, you would have prepared your tenant to begin configuring different bot functionalities that are supported with the new digital channels. The lab contains multiple exercises to make you familiar with the Control Hub, Management portal UI and Webex Connect. At the end of the lab, you should be able to log in to an agent desktop interface and also complete the basic authentications required for working with Webex Connect application.

Pre-requisites

1. You have received the access credentials with a full admin access
2. You have received the access to the agent account

Quick Links

Control Hub: https://admin.webex.com
Portal: https://portal.wxcc-us1.cisco.com/portal
Agent Desktop: https://desktop.wxcc-us1.cisco.com
Connect: [https://labtenant.us.webexconnect.io/]

Users

The users have the following preconfiguration

User Role	User email
Admin	wxcclabs+admin_IDX@gmail.com
Agent	wxcclabs+agent_IDX@gmail.com
Supervisor	wxcclabs+suprv_IDX@gmail.com

Note: <X> is the unique Attendee ID. It was provided to you personally

Lab Section

JUST READ, ALREADY CONFIGURED

Step 1. Node Authorization for Webex CC Task and Engage nodes

Webex Connect is required to provide a valid access token for using various Webex Contact Center and imiengage APIs. The access token is generated using the authorization details configured within the ‘Node Runtime Authorization’ field that Webex Contact Center users are required to provide during flow configuration.

Because this is a shared tenant, the nodes are already authorized. You don’t need to complete this step, just read it to understand how it would be.

• Access the Webex Connect UI: [https://labtenant.us.webexconnect.io/]

• To authorize a pre-built integration go to Assets > Integrations. The integrations which are not yet authorized show the status as Pending Authorization.

• In front of Webex CC Engage Click Actions → Manage.

• On the Manage Integrations page, scroll down to the Node Authorizations section. This section lists all the authorizations mapped to this integration.

• Click Action → Add Authorization associated with the authorization, where Auth Type is oauth2 and Status is Authorization Pending.

• Enter the Authorization Name and click Authorize. In that example we use WebexCCAuth\

• Click on the back button for being redirected back to Integrations page and in front of Webex CC Task Click Actions → Manage.

• On the Manage Integrations page, scroll down to the Node Authorizations section. This section lists all the authorizations mapped to this integration.

• Click Action → Add Authorization associated with the authorization, where Auth Type is oauth2 and Status is Authorization Pending.

• Enter the Authorization Name (for example: WxCCAuth) and click Authorize. As the result the pop-up appears where you need to enter your Cisco admin email address (wxcclabs+admin_IDX@gmail.com) and click Sign in.

!!!: The status of the authorization will change to Authorized and all the nodes under this authorization are authorized and ready for use.

Step 2. Service creation

In order to attach your Entry Point to a digital channel, you must create a Service first. In this Service you will create your channel flows.

• Login to the Webex Connect portal ([https://labtenant.us.webexconnect.io/]) with your admin account (wxcclabs+admin_IDX@gmail.com).

• Navigate to Services, click on CREATE NEW SERVICE and set a name using your Attendee ID.

Step 3. Setup entities in Portal (Agents, Team, MMP)

This step shows how to access the admin portal and navigate the different configuration menus to create a Site, Team, and Multimedia Profile that will be assigned to the Contact Center user.

1. Create new MultiMedia Profile

• Login to Managment Portal by accessing https://portal.wxcc-us1.cisco.com/portal.

• Enter the admin email address (wxcclabs+admin_IDX@gmail.com) and click Sign in

• In the left navigation bar, go to Services > Contact Center. Under Desktop Experience, select Multimedia Profiles.

• Click on Create Multimedia Profile and input a Name with your AttendeeID (X_MMP)

• In the Media Details section, select the blended multimedia profile and input 1 for Voice, 3 for Chat, 3 for Email, , 3 for Social Channel and click on Save button

2. Create new Site

• Under User Management, select Sites.

• Click on Create Site button and input a Name with your AttendeeID (X_Site)

• Select the X_MMP in the Multimedia Profile drop down and hit Save.

3. Create new Teams

• Under User Management, select Teams.

• Click on Create Team and input a Name with your AttendeeID (X_Team1)

• Select X_Site from the Site drop-down.

• Use the default Type Agent Based.

• Select X_MMP in the Multimedia Profile drop-down.

• Left as a default value Global Layout in the Desktop Layout drop-down and hit Save.

• Please follow the same steps as above to add an extra Team as X_Team2.

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4. User Configuration

• Under User Management, select Contact Center Users.

• Click on your agent user AgentX_Lab user to edit that particular user.

• Make sure that the User Profile is set as Premium Agent User Profile

• Click on Contact Center Enabled toggle to move it to On.

• In the Agent Settings section, select X_Site in the Site drop-down.

• Click the Teams area and select X_Team1 and X_Team2.

• Select Agent Profile in the Agent Profile drop-down list.

• Select X_MMP in the Multimedia Profile drop-down and hit Save.

• Make sure that the user are now shown with the Contact Center Enabled flag as ON and Status as Active.

• Please follow the same steps for SupervisorX Lab user.

Step 4. Access to the Agent Desktop

Note: To log in to the agent desktop, use either a separate web browser or a new incognito web page. This will prevent any browser caching issues with admin and agent credentials.

• Navigate to https://desktop.wxcc-us1.cisco.com/ in a new browser or in incognito mode.

• Enter the agent’s email ID wxcclabs+agent_ID**X**@gmail.com.

• Enter the Password for the appropriate Username.

• In the Station Login pane, select “Extension” and put any number; for example: 1000

  Note: We are not going to make or receive any call, so this extension doesn’t matter, we just need it for the login.

• Select the X_Team1 and click Submit. Make sure that you are successfully logged in to the Agent Desktop. Now you can continue with the next section.

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Congratulations, you have completed this section!

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