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Integration - 8x8
Integrating Agent Guidance with 8x8 is a straightforward process, and allows Workflows to be popped within Agent Guidance when an interaction event is detected for the user via the 8x8 Streaming API (SAPI). The integration is powered by the Integration - 8x8 Service, which monitors the 8x8 SAPI feed for event transitions, and then tries to match the attached user in the 8x8 event with an Agent Guidance agent currently on the Desktop or in a Workflow.
If you wish to make use of the 8x8 integration, please review the How To steps below and then contact your Agent Guidance vendor.
Ensure that your Agent Guidance Licence includes the Integration - 8x8 licence part. If it is of the Named type, then ensure it is assigned to all appropriate Users.
Agents will only be capable of receiving a pop from the integration if their Agent Guidance username exactly matches their 8x8 username. If there is any mismatch between the two, then the integration will not be able to identify the proper user to receive the interaction.
Within the Services Section, configure the Integration - 8x8 Service and then set it to active.
Important note: if the Integration - 8x8 Service is not running, then agents will not automatically load the JavaScript integration library when they load the Desktop.
The SAPI Endpoint, Tenant ID, and Data Request Token details will all need to be acquired from your 8x8 system. Log into the Contact Center Configuration Manager, and then proceed to the Integration > API Token section. Your SAPI Endpoint will be the initial part of the URL of the page (the fragment formatted like vcc-aa00.8x8.com), the Tenant ID will be listed on the page as your Username, and the Data Request Token is labelled as such on the page.
Important note: if the Data Request Token is ever regenerated, then it will need to be updated within Agent Guidance as the old token will be invalidated.
The Stale Event Threshold, Lock Claim Duration, and Lock Claim Interval, and Verbose Log Feed settings should all be left as default unless you are directed by your Agent Guidance vendor.
Once the Service has been configured as desired, save and then activate it. The log feed at the top of the page should populate shortly after, and any connection issues will appear as errors with the Service typically automatically terminating a few seconds later.
In order to pop a specific Campaign, the Identifier must exactly match with the Queue Name within the Queues/Skills section in 8x8.
No specific configuration is required within Workflows. However, there is a selection of data from the interaction in 8x8 that is automatically included in the Script.Data layer and is available for usage within the Workflow. This data represents the state in 8x8 at the time of the event being delivered, and isn't updated throughout the course of the interaction.
An example of the structure:
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{
"Interaction.agentGUID": "{Tenant ID string}-{Agent GUID string}",
"Interaction.agentId": "{Agent ID string}",
"Interaction.callState": "CS_CONNECTED",
"Interaction.direction": "{in|out}",
"Interaction.event": "InteractionAccepted",
"Interaction.eventTS": "{int}",
"Interaction.externalParticipants": "{Phone number string}:{Phone number string}",
"Interaction.inboundChannelid": "{Phone number string}",
"Interaction.interactionEventTS": "{int}",
"Interaction.interactionGUID": "int-{GUID string}-{Tenant ID string}",
"Interaction.interactionTimeInQueue": "{int}",
"Interaction.interactionTimeInSystem": "{int}",
"Interaction.interactionTimeSinceOffered": "{int}",
"Interaction.isAgentInitiated": "{bool}",
"Interaction.isDirectAccess": "{bool}",
"Interaction.isExternal": "{bool}",
"Interaction.isOuboundCall": "{bool}",
"Interaction.mediaType": "{Type string}",
"Interaction.msgInfo.instanceId": "{ID string}",
"Interaction.msgInfo.sequenceId": "{int}",
"Interaction.msgInfo.timestamp": "{int}",
"Interaction.participantMode": "{Mode string}",
"Interaction.participatingAgents": "{Agent GUID string}",
"Interaction.queueId": "{int}",
"Interaction.queueList": "{int}",
"Interaction.queueTime": "{int}",
"Interaction.recordingMode": "{Mode string}",
"Interaction.resourceType": "{int}",
"AttachedData.@pri": "{int}",
"AttachedData.callingName": "{Phone number string}",
"AttachedData.cha": "{Phone number string}",
"AttachedData.channelName": "{Phone number string}",
"AttachedData.cnt": "0",
"AttachedData.con": "0",
"AttachedData.med": "T",
"AttachedData.otim": "{int}",
"AttachedData.pho": "{Phone number string}",
"AttachedData.phoneNum": "{Phone number string}",
"AttachedData.priority": "{int}",
"AttachedData.que": "{Tenant ID string}~~{Queue name string}",
"AttachedData.queueDirection": "{in|out}",
"AttachedData.tenantName": "{Tenant name string}",
"AttachedData.tenantRecServer": "{Tenant server string}",
"AttachedData.tenantSkillName": "{8x8 queue name, Campaign Identifier string}",
"AttachedData.tim": "{int}",
"AttachedData.tok": "{int}",
"AttachedData.waitTime": "{int}",
"AttachedData.CustomData1": "Example 1",
"AttachedData.CustomData2": "Example 2",
...
"AttachedData.CustomDataN": "Example N",
"AttachedData.extTransactionData": "[CustomData1|Example 1][CustomData2|Example 2]...[CustomDataN|Example N]",
"ConversationStartTime": "YYYY-MM-DDThh:mm:ss.sssZ"
}
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When loading the Desktop, the agent should see a toast at the top-right of their Agent Guidance screen saying "Partner SDK initialised" which indicates that the required integration code from 8x8 has been loaded properly. If this isn't seen, it is likely a sign that the Integration - 8x8 Service wasn't running when they loaded the Desktop. Once the Service has been started, then any affected agents will need to reload the Desktop.
The integration is one-directional: no record data or outcome from Agent Guidance will be automatically returned to 8x8. When the agentaccepts an interaction in 8x8, they are delivered a record in Agent Guidance; when the interaction is placed in wrap-up within 8x8 then the agent will receive a notification in the Agent Assist widget (if enabled) and Interaction Capture will stop (if running); when the agent is unassigned in 8x8, then if they are still running the record in Agent Guidance it will be automatically closed out immediately.
The popped record's reference will be the interaction GUID from 8x8.
Only 8x8 VCC users will be able to receive interactions, as UC users' interactions do not appear in the 8x8 SAPI feed.
If also using the local Interaction Capture service or Creovai Desktop Capture, then when the call is placed on hold or mute within 8x8 then the Interaction Capture will automatically mirror the start/stop of these states automatically.
When the Integration - 8x8 Service reconnects, the SAPI feed returns all events from the last 2 hours. The Stale Event Threshold setting is used to discard older events, to prevent Agent Guidance from attempting to pop interactions that have already been handled.