Cisco Webex Calling

Cisco Webex Calling is a cloud-based phone system within the Webex Suite. Verint Financial Compliance (VFC) uses the Webex APIs to connect to Webex Calling. VFC is authenticated through an application created in Webex to import call recording data using an import source.

For more information about Webex Calling, visit Webex Calling - Overview.

This integration uses the following API endpoints:

• /v1/convergedRecordings/{recordingId}

• /v1/convergedRecordings/{recordingId}/metadata

• /v1/people/{personId}

• /v1/admin/convergedRecordings

An integration between VFC and Cisco Webex Calling requires:

• An application created in the Webex Developer Portal.

• An import source in VFC.

Create an app in the Webex Developer Portal

The integration with Cisco Webex Calling requires an application created in the Webex Developer Portal. The details of the application are required before configuration can take place in VFC.

1. In a browser, go to the Cisco Webex Developer Portal on https://developer.webex.com/ .

2. Under My Apps, create a new Service App.

3. Configure the app with the required details, and select the following scopes:

   1. spark-compliance:recordings_read

   2. spark-admin:people_read

4. Click Add Service App.

5. Authorize the application.

   1. On the summary screen of the created application in the Webex Developer Portal, select Request admin authorization.

   2. Log into the Webex Control Hub with a user that has administrator rights over your Webex Calling deployment.

   3. Under Apps, select the app created in steps 2-4.

   4. Enable the Authorization switch, and click Save.

6. In the Webex Developer Portal, generate the organization authorization tokens.

   1. Go to Org Authorizations on the summary screen of the created application, and select the organization from the Authorized orgs dropdown menu, or search by org ID.

   2. Enter the Client Secret in the field under the selected organization, and click Generate tokens.

7. Copy the following values on the application summary screen to be used in the VFC import source configuration:

   1. Client ID

   2. Client Secret

   3. Access Token

   4. Refresh Token

Enable the Verba .NET Service Host

Enable the Verba .NET Service Host service for the recorder server on which the integration imports recording data.

1. In the VFC web application, select System, and go to Servers.

2. Select the Recording server, and under the Service Activation tab, enable the Verba .NET Service Host Service by clicking on the icon.

3. When the service is running, go to the Change Configuration tab.

4. Under Verba .Net Service Host, open Webex Calling, and set Enabled to Yes.

5. Click Save.

6. Apply the configuration changes by either going to the Configuration Tasks tab, or selecting the click here link in the notification banner that appears at the top of the page.

Create a Cisco Webex Calling import source in VFC

The integration with Cisco Webex Calling requires an import source in VFC.

1. In the VFC web application, select Data and go to Import Sources.

2. Select Add New Import Source.

3. Configure the import source:

   1. Enter a name for the import source.

   2. Under Type, select Webex Calling.

   3. Enter the required information under Settings:

Create an import policy in VFC

Create a Data Import data management policy that uses the Webex Calling import source to import call data.

1. In the VFC web application, select Data and go to Data Management Policies.

2. Select Add New Data Management Policy.

3. Configure the data management policy as required for your use case, and set the following:

   1. Under Action, select Data Import.

   2. Under Available Import Sources, select the Cisco Webex Calling import source previously created, and click Add.

4. Click Save.

Integration considerations

Token expiry dates can impact the connection between VFC and Webex Calling.

The Access token expires if not used for 14 days, and the Refresh token expires if not used for 90 days. If the Verba .NET Service Host service fails for longer than the expiry time of the tokens, the tokens expire and need to be regenerated. The import source configuration must also be updated with the new token values.