简介
本文档介绍使用Facebook配置Webex Connect的步骤。
作者:Cisco TAC工程师Mykola Danylchuk
先决条件
要求
Cisco 建议您了解以下主题:
- Webex联系中心(WxCC)2.0
- 配置了Facebook流的Webex Connect门户
使用的组件
本文档中的信息基于以下软件版本:
- WxCC 2.0
- Webex Connect(正式名称为IMI)
本文档中的信息都是基于特定实验室环境中的设备编写的。本文档中使用的所有设备最初均采用原始(默认)配置。如果您的网络处于活动状态,请确保您了解所有命令的潜在影响。
配置
步骤1.调配数字通道。
导航至 Control Hub > Contact Center > Digital
,并选择 Provision Digital Channels
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-00.png)
在调配连接器后,您可以看到 Custom Connectors
卡。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-01.png)
打开连接器以查看身份验证详细信息。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-02.png)
步骤2.在Webex Connect门户中创建服务。
如果您仍然没有为租户创建任何服务,或者您想要将您的所有集成与其他用户分开,请创建新服务。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-03.png)
步骤3.下载核心任务流。
必须使用 Core Task Flows
例如 Routed, Modified,
和 Closed Workflows
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-04.png)
立即下载 Core Workflows
来自Github:Webex Connect Flows。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-05.png)
建议在中创建单独的服务 Webex Connect
将这些流量传送至门户并托管于那里。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-06.png)
步骤4.从GitHub for Facebook下载预配置的流。
您不必从头开始创建流。您可以使用一些预配置的流。导航至Webex Connect Flows。
并下载Facebook集成流程。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-07.png)
当您的PC上有流量时,请将其上传到 Flows
在 Services
.
点击 Create Flow
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-08.png)
拖放预配置的流,以便将其上传到服务。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-09.png)
步骤5.设置授权。
导航至 Assests
并点击 Integrations
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-10.png)
配置授权 Webex CC Engage integration
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-11.png)
在中配置授权并生成密钥 Webex CC Task integration
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-12.png)
步骤6.在Webex Connect门户上创建Facebook应用。
上的应用 Webex Connect
门户基本上是入口点。为了创建 New App
,导航至 Assets
并点击 Configure New App
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-13.png)
为您的应用命名 Add Messenger Page
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-14.png)
该应用可以映射到特定Facebook页面。输入Facebook凭证以将应用映射到打开的Facebook页面。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-15.png)
选择要用于此集成的开源页面。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-16.png)
注册Facebook页面 Webex CC
以便在 Webex Contact Center
管理员门户.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-17.png)
第7步:在Webex联系中心管理员门户中创建入口点和队列。
开启 Webex Contact Center
门户,导航至 Provisioning > Entry Point
.
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-18.png)
创建入口点 Channel Type - Social Channel, Social Channel Type - Facebook Messanger
和 Asset Name
.
您无需为入口点创建任何路由策略。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-19.png)
创建队列 Channel Type - Social Channel.
Queue Routing Type
可能是 Longest Available Agent
或 Best Available Agent
.
将团队添加到列表。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-20.png)
步骤8.在Webex Connect流程中配置全局变量。
打开之前上传到门户的Facebook流。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-21.png)
点击“设置”
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-22.png)
在自定义变量字段下定义全局变量。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-23.png)
在之前创建的应用程序中可找到FBpageid和appid。打开 Assets
并选择应用。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-24.png)
当您打开应用时,您可以看到appid和pageid,您必须将其输入为全局变量的值。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-25.png)
步骤9.将队列从Webex联系中心门户分配到Webex Connect门户中的流。
在Facebook流中,查找 Queue Task
阻止
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-26.png)
设置 Queue Name
与您之前在 Webex Contact Center
门户。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-27.png)
配置流后,点击 Make Live
因此流程已准备好接受任务。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-28.png)
步骤10.检查Facebook消息流功能。
要从创建的Facebook页面发送消息,请导航至 Assets
并单击Messenger页面
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-29.png)
登录您的Facebook后,您可以从此Facebook页面发送消息
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-30.png)
座席可以在Agent Desktop上收到消息。
![GUI display](/c/dam/en/us/support/docs/contact-center/unified-contact-center-enterprise/218084-configure-webex-connect-with-facebook-31.png)