Webex Engage Nodes and Node Authorizations

Webex Connect offers the following nodes for Cisco Webex Contact Center integration. The node authorization configuration details are available in the next section.

Node and Methods

Node NameDescriptionMethodsRecommended Node Version
Search ConversationCalls Webex Engage Conversation Search API to search for an existing conversation using the customer identifierSearch Chatv1.0, v1.1, and v1.3
Append MessageCalls Webex Engage Append Conversation API to append a message to an existing conversationAppend Messagev1.0, v1.3, and v1.4
Create ConversationCalls Webex Engage Create Conversation API to create a new conversation on Webex Engage with the channel and customer detailsCreate Conversationv1.0, v1.2, and v1.3
Update ConversationCalls Webex Engage Update Conversation API to update a new conversation on Webex Engage with the channel and customer detailsUpdate Conversationv1.0
Add ParticipantCalls Webex Engage API to add a participant to a conversationAdd Participantv1.0
Remove ParticipantCalls Webex Engage API to remove a participant from a conversationRemove Participantv1.0
Close conversationCalls Webex Engage API to close the conversationClose conversationv1.0
Re-open ConversationCalls Webex Engage Update Conversation API to Re-open and queue a conversation which is in closed stateRe-open Conversationv1.0

Node Authorization

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

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Note

For all the Authorization that is being accessed by Webex Connect, if the authorizing credentials are updated in the integrating system, the Webex Connect will loose access to the integration and the users will have to re-authorize the node.

Example of Authorization Credentials are: Username, Password, Client ID, Client Secret Key, Access Key etc.

Node Authorization for Cisco Webex Contact Center Engage nodes

For Webex CC Engage nodes (Engage nodes are Search Conversation, Append Conversation, Create Conversation, Update Conversation, Add Participant, Remove Participant, Close Conversation, and Re-open Conversation), you’ll be asked to provide the following details on clicking + ADD NEW AUTHORIZATION option:

Here’re a brief description of the details that you need to provide:

  • Authorization Name - A unique name for identifying this authorization.

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Please note that the above details are provided to the requestor during the tenant provisioning process.

Click AUTHORIZE after configuring the above details. You will be redirected to Cisco Webex CC user login, where you to provide the username and password to login. You will see the confirmation message that the authorization is successfully added on the successful authorization.

Once you have successfully configured the authorization details for a node, you will be able to reuse it every time to use the same node. If you delete a node authorization, you will need to go and update the authorization configuration wherever you’d used the same node with the same authorization.

Node Outcomes

Nodes in Webex Connect have one or more outcome edges (that can be used to configure transitions to the next logical node based on the requirements) corresponding to various success or error cases. Some of the standard node outcomes include:

  • onError – Request processing failed due to an error.
  • onInvalidData – Request processing failed due to missing data.
  • onInvalidChoice – Request processing failed but there is no outcome configured for the concerned scenario.
  • onTimeout – Request processing timed out.
  • onAuthorizationFailure – Request could not be processed due to authorization failure.

Apart from the standard outcomes, each node may have one or more node-specific outcomes. Descriptions for those are given below.