由 Webex Connect 提供支持的聯絡中心企業版 （CCE） 數字渠道集成.pdf

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1、#CiscoLive#CiscoLiveRobert W.Rogier CX TACBRKCCT-2027Powered by Webex ConnectContact Center Enterprise(CCE)Digital Channels Integration 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnter your personal notes hereCisco Webex App Questions?Use Cisco Webex App to chat with

2、the speaker after the sessionFind this session in the Cisco Live Mobile AppClick“Join the Discussion”Install the Webex App or go directly to the Webex spaceEnter messages/questions in the Webex spaceHowWebex spaces will be moderated by the speaker until June 9,2023.12343https:/ 2023 Cisco and/or its

3、 affiliates.All rights reserved.Cisco PublicBRKCCT-20273Agenda 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicIntroductionDeployment ArchitectureOnboardingConfigurationConclusionBRKCCT-20274 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAbout MeJoined C

4、isco in 2011 on the Contact Center Express teamMoved to the Contact Center Enterprise team later that same yearEscalation Engineer for the UCCE team in the Eastern United StatesSubject Matter Expert for several of the UCCE componentsBRKCCT-20275 2023 Cisco and/or its affiliates.All rights reserved.C

5、isco Public#CiscoLiveThe Rest of my TeamAnuj BhatiaRamiro AmayaRatish KallidanBRKCCT-20276Introduction 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveA Brief HistoryIn Feb 2021,Cisco acquired imimobile.Today,Ciscos New Digital Channels are the imimobile-based enhanced int

6、egrated solution for an omnichannelexperience.The two components used are Webex Connect and Webex Engage.BRKCCT-20278 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Connect ApplicationsBRKCCT-20279 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#Ci

7、scoLiveWebex creates connected customer experiencesBusiness systemsFraud managementOrder&appointmentmanagementTransaction processingCRM and case managementE-commerce&billingplatformsChannelsWebex Connect(CPaaS)Contact Center10BRKCCT-202710 2023 Cisco and/or its affiliates.All rights reserved.Cisco P

8、ublic#CiscoLiveComponent Summary Webex ConnectDigital Channel Configuration&Registration(Assets)Low/No Code Flow Builder tocustomize each Digital ChannelinteractionBot BuilderUsers are locally managed(no syncwith Control Hub)ConnectAssetsFlowsAdmin UsersBRKCCT-202711 2023 Cisco and/or its affiliates

9、.All rights reserved.Cisco Public#CiscoLiveComponent Summary Webex EngageMedia Handling ConfigurationBranding Options(e.g.,Customer-side chat window interface)Agent platform Gadget&ConversationstorageContact Center User Database is synchronized from CCE database through Cloud Connect to EngageEngage

10、MediaBrandingDesktop GadgetAgentsBRKCCT-202712 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveComponent Summary Contact CenterAdded Digital Routing API and DataConn Services on Cloud Connect to communicate with WebexConnect and Webex EngageThe Digital Routing API service

11、that is running on the Cloud Connect platform is responsible for the routing of activitiesThe DataConn service that is running on the Cloud Connect platform is responsible for synchronizing agent configurationsFinesse Desktop for all contact handlingAgents that handle Digital Channels are synchroniz

12、ed between the AW server and Webex EngageContact CenterCloud ConnectFinesse DesktopCCE AdminBRKCCT-202713 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveComponent Summary Putting it all together!Digital ChannelWebex ConnectWebex EngageContact CenterAssetsFlowsAdmin UsersM

13、ediaBrandingDesktop GadgetAgentsCC-DR APIFinesse DesktopCC-DataConnBRKCCT-202714Deployment Architecture 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveActiveStandbyCCE RouterTask Injection(Webex Connect)Agent PGFinesse ServerGED-188Finesse/Custom DesktopREST/WebsocketsDig

14、ital Media interface(Webex Engage)Webex ConnectDigital Channels Deployment ArchitectureClose,TransfersWebhook Webhook for async for async task task notificationsnotificationsReverse Proxy AMR PIMMR PG 1ASide BMR PIMMR PG 1BReplicated sessionsMR ProtocolActiveStandbyDR API Service 1ACloud Connect 1AC

15、loud Connect 1BReverse Proxy BData CenterDMZDR APIService 1BLoadBalancerSide ABRKCCT-202716Webex Connect 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveTerminologyCommentsWebex ConnectWhere Assets,Flows are configured.Flows can be debugged.Admin interface.Users must be cr

16、eated manually.Webex EngageAgent desktop.Users in CCE are syncd to Engage.No manual intervention needed.Assets This is the configuration thats associated with channels like SMS,Chat,and Email.Flow Builder/Flow What Script Editor is for CCE,Webex Connect Flow Builder is for the new digital channelsTe

17、mplatesStandard workflows will be created as templates that can be used for quick configuration of flows.ConversationWhat task is for CCE,conversation is to Webex Connect.ServiceA workspace.Has a collection of assets,flows.Integration Overview:Integration Overview:-Webex Connect has 2 applications,E

18、ngage&Connect.-Inbound digital channels land on Webex Connect Engage and are notified to Webex Connect Connect which will trigger a flow.-Based on the ingress trigger(an incoming digital contact in this case),a flow is executed.This is similar to Dialed Number/Script Selector in CCE.-Internally the

19、flow creates a conversation in Webex Connect&a task in CCE.-The task is queued in CCE.-Webex Connect integration with CCE is through a new Cloud Connect service called Digital Routing API.Everything else on CCE remains same(same routing engine,reporting,etc.)-The Cloud Connect API may be publicly ex

20、posed in the future for other channel providers to integrate with the CCE routing engine.This interface is called DR API.-A new gadget will be available in Finesse for agents to use called,Digital Channel Gadget in agent desktop.TerminologyBRKCCT-202718 2023 Cisco and/or its affiliates.All rights re

21、served.Cisco Public#CiscoLiveWindowsCCE RouterWindowsMedia Routing PGMR PIMMR PIMCTI SvrCTI SvrWindowsAgent PGUCOSFinesse ServerUCOSCloud ConnectDR APIDR APIFinesse with Digital Finesse with Digital Channels Gadget Channels Gadget(engage)(engage)New TaskCCE Deployment12345678Activity Routing-Overvie

22、wBRKCCT-202720 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveActivity Routing Flow IntroductionLive ChatEmailSMSAssetsTASKWebex Connect Webex EngageContact CenterSGs/PQsAgentDR APIInbound FlowCreated FlowQueued FlowRouted FlowTransferred FlowClosed FlowServicesBRKCCT-202

23、721Flow Walkthrough 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSMSCreated Workflow Queued WorkflowRouted WorkflowChatEmailInbound WorkflowInbound WorkflowInbound WorkflowFlows Description:Flows Description:-Channel specific inbound workflows needs to be created per ch

24、annel/trigger-Created workflow is 1 per instance and is triggered after the DR service accepts task creation from Webex Connect-Queued workflow is 1 per instance and gets triggered when an activity is waiting for an agent.This allows task context or EWT to be updated.-Routed workflow is 1 per instan

25、ce and is triggered when CCE has selected an agent as assigned the task.-Transferred workflow is 1 per instance and is triggered when agents transfer task to another queue.Conference not supported at this time.-Closed workflow is triggered when agents click on End button or when tasks abruptly ends.

26、There is a separate Closed*workflow for live chat.-Sample workflows are available and can be uploaded to the tenant and then updated with the tenant specific configuration.Webex Connect TenantAssetsChannel Specific FlowsChannel Agnostic FlowsWebex Connect FlowsTransferred WorkflowClosed WorkflowClos

27、ed*BRKCCT-202723 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSMSCreated Workflow Queued WorkflowRouted WorkflowChatEmailInbound WorkflowInbound WorkflowInbound WorkflowWebex Connect TenantAssetsChannel Specific FlowsChannel Agnostic FlowsCisco Template FlowsTransferred

28、 WorkflowClosed WorkflowClosed*BRKCCT-202724 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Inbound FlowLive ChatEmailSMSAssetsInbound FlowCreated FlowQueued FlowRouted FlowTransferred FlowClosed FlowServicesTASKWebex Connect Webex EngageContact CenterAgentDR

29、APISGs/PQsBRKCCT-202727 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveExample Inbound FlowBRKCCT-202729 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveExample Inbound Flow(cont.)Important Nodes:Important Nodes:Configure AppConfigure App Starti

30、ng point for flow.Search ConversationSearch Conversation Detect if this is an ongoing activity.Create ConversationCreate Conversation Called for any new activity.Append ConversationAppend Conversation Called when the activity is already ongoing to keep history.PCI NodesPCI Nodes Evaluates conversati

31、on for PCI data to ensure proper handling.BRKCCT-202730 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveExample Inbound Flow(cont.)Important Nodes:Important Nodes:PrePre-chat formchat form Display information from the Connect template.ReceiveReceive Collect customer respon

32、ses and update.CustomerCustomer Response TimeoutResponse Timeout Handle lack of customer updates CCE Create TaskCCE Create Task Sends DR API call to Cloud Connect to start CCE Routing.Close ConversationClose Conversation Ends the activity and closes out taskBRKCCT-202731 2023 Cisco and/or its affili

33、ates.All rights reserved.Cisco Public#CiscoLiveThe Two TemplatesWebex Engage templateWebex Engage templateWebex Connect templateWebex Connect templateBRKCCT-202732 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Inbound Flow(cont.)Live ChatEmailSMSAssetsInbound

34、 FlowCreated FlowQueued FlowRouted FlowTransferred FlowClosed FlowServicesTASKWebex Connect Webex EngageContact CenterAgentDR APISGs/PQsBRKCCT-202733 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Created FlowLive ChatEmailSMSAssetsInbound FlowCreated FlowQueu

35、ed FlowRouted FlowTransferred FlowClosed FlowServicesTASKWebex Connect Webex EngageContact CenterAgentDR APISGs/PQsBRKCCT-202735 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Queued FlowLive ChatEmailSMSAssetsInbound FlowCreated FlowQueued FlowRouted FlowTran

36、sferred FlowClosed FlowServicesTASKWebex Connect Webex EngageContact CenterAgentDR APISGs/PQsBRKCCT-202737 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Routed FlowLive ChatEmailSMSAssetsInbound FlowCreated FlowQueued FlowRouted FlowTransferred FlowClosed Flo

37、wServicesTASKWebex Connect Webex EngageContact CenterAgentDR APISGs/PQsBRKCCT-202739 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Routed Flow(cont.)Live ChatEmailSMSAssetsInbound FlowCreated FlowQueued FlowRouted FlowTransferred FlowClosed FlowServicesTASKWe

38、bex Connect Webex EngageContact CenterAgentDR APISGs/PQsBRKCCT-202740 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Transferred FlowLive ChatEmailSMSAssetsInbound FlowCreated FlowQueued FlowRouted FlowTransferred FlowClosed FlowServicesTASKWebex Connect Webex

39、 EngageContact CenterAgentDR APISGs/PQsBRKCCT-202742 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Closed FlowLive ChatEmailSMSAssetsInbound FlowCreated FlowQueued FlowRouted FlowTransferred FlowClosed FlowServicesTASKWebex Connect Webex EngageContact CenterA

40、gentDR APISGs/PQsBRKCCT-202745 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Flows Live Chat Abandon FlowLive ChatEmailSMSAssetsInbound FlowCreated FlowQueued FlowRouted FlowTransferred FlowClosed FlowServicesTASKWebex Connect Webex EngageContact CenterAgentDR APIS

41、Gs/PQsLive Chat Abandon FlowServicesBRKCCT-202747Cloud Connect 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveReview of to Cloud Connect Cloud Connect enables on-premise CCE solutions to integrate with cloud services Cloud Connect provides platform to run services inside

42、docker containers A new,Digital Routing API container was added in 12.6(2)BRKCCT-202749 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCloud Connect ServicesCloudConnectMgmtCloudConnectMgmtoManages all global config,notifies any config change to service containers,maintai

43、ns connection towards Webex Control Hub and listens for any updates DataConnDataConnoManages user synchronization and configuration notification to Webex EngageDigital Routing API Digital Routing API NEW for 12.6(2)NEW for 12.6(2)oProvides interface for new Webex Connect task routingInventoryInvento

44、ryoPrimarily used for orchestration and onboarding Not covered in this sessionAnsible ControllerAnsible ControlleroUsed by orchestration CLI Not covered in this sessionBRKCCT-202750 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCloud Connect Platform ViewCVOS 12.6 CVOS 1

45、2.6 Cent OS 8 Cent OS 8(Kernel v3.10)Container ManagerDocker EngineDocker EngineVOS AdminExisting Containers Web Proxy(Nginx)DataConn*DR APICloudConnectMgmtAnsible ControllerInventoryNew Containers BRKCCT-2027BRKCCT-202751 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCl

46、oud Connect Service ViewNODE 1 Docker EngineNODE 2 Docker EngineCloudconnectMgmtCloudconnectMgmtDataconnInventoryInventoryContMContMContMContMAPIAPIAPIAPIAPICLICLIAdmin UIAdmin UIWebex Control HubWebex ConnectDR APIDR APIAPIAPIBRKCCT-2027BRKCCT-202752Reverse Proxy 2023 Cisco and/or its affiliates.Al

47、l rights reserved.Cisco Public#CiscoLiveReverse ProxyThe Reverse Proxy in 12.6(2)is an extension of the one used in 12.6(1)for VPN-Less FinesseA new,scripted installer has been created that will allow the proxy to be quickly configured and deployed in Docker instancesA new installer script reads a s

48、et of fully documented.env files and builds the configuration requiredReverse Proxy should always be deployed in pairsBRKCCT-2027BRKCCT-202754Additional Components 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveOther ComponentsLoad BalancerCustomers will need a load balan

49、cer Load balancer is deployed in front of the two Reverse ProxiesCustomers will be able to use DNS load balancing methods instead of a physical load balancer if desiredWebsite(Hosts chat templates)Email serverBRKCCT-2027BRKCCT-202756OnboardingWebex Org Creation 2023 Cisco and/or its affiliates.All r

50、ights reserved.Cisco Public#CiscoLiveOnboarding EmailProvisioning Contact specified in the CCW Order receives the Provisioning Email on Requested Start Date(RSD)If the contact specified in CCW is not the person provisioning the tenant,the new provisioning contact can be provided by the original prov

51、isioning contactBRKCCT-202764 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveGet StartedBRKCCT-202765 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCreate OrgBRKCCT-202766 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#Cisco

52、LiveSetup ServicesBRKCCT-202767Configuration 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLivePrerequisitesCCE components(Router,Logger,AW,and PG),Cisco Finesse,and Cloud Connect must be in 12.6(2)For SMS,you must first procure a 10 Digit Long Code(10DLC)US/CAN onlySingle S

53、ign-On(SSO)mode for agents who are required to handle digital channel tasksSynchronization of the time fields in the tokens between Cisco IdS and Webex Connect cloud servicesCertificate exchange between Cisco IdS and Webex Connect to allow SSO user authorization and accessBRKCCT-202769Configuration

54、Reverse Poxy 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveReverse Proxy-ConfigurationCCE supports the following two deployment models for reverse proxy:A pair of reverse proxy servers with physical load balancerA pair of reverse proxy servers with DNS-based load balance

55、rBRKCCT-202771 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDeploy a new VM Install LinuxHarden LinuxChoose a version of Nginx with Lua to deploy(Nginx Plus,Nginx with Lua plugin,OpenResty,GetPageSpeed Extras)Install the chosen version of Nginx from aboveDownload exampl

56、e configurationManually create directories and mount points for cacheSteps to configure 12.6(1)ProxyModify example configurationSearch through all config for the string“Must-change”Read the configuration in the must-change section and understand what it doesUpdate these sections to match what you ne

57、ed for your environmentTest Start NginxTroubleshoot configurationRepeat the Modify example configuration section until this worksBRKCCT-202772 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDeploy a new VM(Sizing suggestions are now provided)Install Linux CentOS 7 or Cent

58、OS 8Install DockerDownload Reverse Proxy Installer and unzipApply system hardening scriptSteps to configure 12.6(2)ProxyModify example configurationCopy environment files to a runtime directoryEdit the environment files(these files are now fully documented externally)Start Reverse Proxy with provide

59、d scriptReview startup logsComplete Certificate configuration stepsBRKCCT-202773Configuration-CCE 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCCE-ConfigurationRegister Cloud Connect in the Unified Contact Center Enterprise Management(CCEAdmin)portal to establish a secu

60、re and trusted communication channel between the Cisco Contact Center on-premises deployment and cloud servicesExport ids-token CSR from Cisco Identity Server CLI.This CSR should be signed by a Certificate Authority(CA).The resulting CA-signed certificate will be uploaded to the Webex Control HubPro

61、vision Cloud Connect on Cisco FinesseAdd the Manage Digital Channels gadget to the Cisco Finesse desktop layoutBRKCCT-202775 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCCE-ConfigurationCreate mandatory ECC variables in the Unified CCE Administration Overview Call Sett

62、ings Route Settings Expanded Call VariablesCreate MRDs for Digital ChannelsAssociate the MRDs that you have created for the digital channel integration using Webex Connect to the 5000.UQ.Desktop Application Path Configure digital channel capabilities for your customer in the Unified Contact Center E

63、nterprise Management portalCreate routing scripts for digital channel interactionBRKCCT-202776Configuration Control Hub 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveControl Hub Contact CenterBRKCCT-202778 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public

64、#CiscoLiveControl Hub Contact CenterBRKCCT-202779 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveControl Hub Contact CenterBRKCCT-202780Configuration Webex ConnectConnect and Engage PortalsConnect Portal 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#Ci

65、scoLiveConnect Portal ServicesBRKCCT-202784 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConnect Portal FlowBRKCCT-202785 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConnect Portal ReportingBRKCCT-202786 2023 Cisco and/or its affiliates.Al

66、l rights reserved.Cisco Public#CiscoLiveWebex Connect Apps ConfigurationBRKCCT-202787 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Connect Tools/LogsBRKCCT-202788 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive-Access the Flow Click on

67、the Debug option Decrypt Logs Select the appropriate Transaction ID to open the logs-You can look at the last Node status to identify the outcome of a particular transactionWebex Connect Flows Debug BRKCCT-202789Engage Portal 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiv

68、eWebex Engage Admin view-SettingsBRKCCT-202791 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Engage Admin view-UsersBRKCCT-202792 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Connect Remember these Apps?BRKCCT-202793 2023 Cisco a

69、nd/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Engage Admin view-AssetsBRKCCT-202794 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Engage Chat WebsiteBRKCCT-202795 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebe

70、x Engage Template SetupBRKCCT-202796 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Engage Customer Care view BRKCCT-202797 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Engage Chat Search BRKCCT-202798 2023 Cisco and/or its affili

71、ates.All rights reserved.Cisco Public#CiscoLiveWebex Engage SettingsBRKCCT-202799Webex Connect and CCE Integration 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Connect and CCE ConfigurationStep 1:Digital AssetStep 2:Configure Node AuthorizationStep 3:Service Setup

72、 Step 4:Import Core flows Inbound Flow Created FlowQueued FlowRouted Flow Transferred FlowClosed Flow Webex Connect Webex Connect CCECCEStep 5:ECC Variables for TasksStep 6:Associate MRDs Step 7:Create Routing scriptStep 8:Agent Setup Engage Engage Step 1:Template SetupAuthorizationAuthorizationAuth

73、orizationAuthorizationAuthorizationAuthorizationBRKCCT-2027103 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConnect Portal-Integrations104BRKCCT-2027 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Connect CCE Integration105BRKCCT-2027 2

74、023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCCE Admin Digital Channel Integration106BRKCCT-2027 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCCEAdmin OAuth and Webhook Integration107BRKCCT-2027Conclusion 2023 Cisco and/or its affiliates.All

75、 rights reserved.Cisco Public#CiscoLiveKey TakeawaysBRKCCT-2027109 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConclusionNew Digital Media channel solution for 12.6(2)On-Prem CCEProvides a low-code/no-code implementationImplemented via Digital Routing API(DR API)on Clo

76、ud Connect 12.6(2)Provides native,Cisco solution for email,chat,and SMS routingAdditional channels will be added in the future(WhatsApp,Facebook,etc.)Understanding the Flows is the key to implementationBRKCCT-2027110 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFill out

77、 your session surveys!Attendees who fill out a minimum of four session surveys and the overall event survey will get Cisco Live-branded socks(while supplies last)!These points help you get on the leaderboard and increase your chances of winning daily and grand prizesAttendees will also earn 100 poin

78、ts in the Cisco Live Challenge for every survey completed.BRKCCT-2027111 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicContinue your educationVisit the Cisco Showcase for related demosBook your one-on-oneMeet the Engineer meetingAttend the interactive education with DevNet,Capture

79、 the Flag,and Walk-in LabsVisit the On-Demand Library for more sessions at www.CiscoL you#CiscoLive#CiscoLive 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive115Gamify your Cisco Live experience!Get points Get points for attending this session!for attending this session!Open the Cisco Events App.Click on Cisco Live Challenge in the side menu.Click on View Your Badges at the top.Click the+at the bottom of the screen and scan the QR code:How:1234115 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-2027