Source record · tier 2 current vendor documentation

Connection settings for Cisco Webex Contact Center 2.0

Publisher: Calabrio (WFO Help Center for Webex WFO)
URL: https://wfohelp.com/doc/Content/user-guides/application-management/acd-config-cisco-webex-cc-2.0.htm
Published: unknown
Updated: unknown
Accessed: 2026-10-01
HTTP status: 200
License: proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

The Cisco Webex Contact Center 2.0 ACD connection in Webex WFO asks for an ACD Name, a CWCC Username, an API URL, a Tenant ID and a Calabrio ONE API Username and password. in context
The Tenant ID on the Webex Contact Center 2.0 ACD connection is the Organization ID of the Webex Contact Center tenant. in context
The Username on the Webex Contact Center 2.0 ACD connection is a user email address with administrative credentials in Webex Contact Center and should be a service-type account that is never changed. in context
The Calabrio ONE API service user named on the Webex Contact Center 2.0 connection must be assigned to the Default Team and given full scope by selecting all groups and teams under Associated Groups and Teams. in context
The Calabrio ONE API service user's role must carry the Record Screen and Record Voice permissions and the user is created by a system administrator. in context
An Authorization URL setting appears only when editing an existing Webex Contact Center 2.0 connection and lets the system re-establish OAuth after a token refresh failure for a maximum of sixty days. in context
The Capture Delay on the Webex Contact Center 2.0 connection sets how long WFM waits after an interval ends before importing ACD statistics. in context
Enable Data Recapture is an optional setting on the Webex Contact Center 2.0 connection that recaptures data from the entire previous day. in context
Because QM ingestion is switched on in the ACD connection and New WFM is configured in a separate process the documentation supports provisioning QM first and adding WFM later. inferred in context
The Media Import setting on the Webex Contact Center 2.0 connection enables import of media and recording files into Webex WFO. in context
Metadata Mapping on the Webex Contact Center 2.0 connection is optional and maps Webex Contact Center metadata to custom metadata labels defined in Metadata Manager under Application Management > QM. in context
For organisations with New WFM the WFM implementation is done in a separate process from the ACD connection and a select number of platforms are configured on the WFM Integrations page. in context
A platform not listed on the WFM Integrations page requires a project managed by Calabrio Professional Services. in context
Under Products Enabled for Quality Management the Webex Contact Center 2.0 connection offers a Voice check box for voice-only ingestion and a Digital check box for chats SMS messages and emails. in context
Screen recording of Webex Contact Center agents is enabled by the optional Enable RTE Messaging for Screen Recording setting on the 2.0 connection. in context
The Synchronization Interval on the Webex Contact Center 2.0 connection sets how often in minutes users teams and service queues are synchronised. in context
The User Sync setting on the Webex Contact Center 2.0 connection enables synchronisation of user data into Webex WFO from Webex Contact Center. in context
The API user for the Webex CC 2.0 connection must be assigned to the Default Team on the Users page. in context
The API user for the Webex CC 2.0 connection must be given full scope by selecting all groups and teams under Associated Groups and Teams. in context
The API user for the Webex CC 2.0 connection must have the Record Screen and Record Voice permissions in its role. in context
The Capture Delay (minutes) field on the Webex CC 2.0 connection sets how long WFM waits before it imports ACD statistics. in context
The Authorization URL setting lets the system re-establish OAuth authentication after a token refresh failure for a maximum of sixty days. in context
The Authorization URL setting on an existing Webex CC 2.0 connection addresses OAuth token refresh failures caused by changing the administrator email, deactivating the account in Active Directory, password changes or switching domains. in context
The Username on the Webex CC 2.0 connection should be a service-type account that is never changed, because changing the account can cause duplicate users and teams. in context
The Synchronization Interval (Minutes) field on the Webex CC 2.0 connection sets how often users, teams and service queues are synchronized with their Webex Contact Center equivalents. in context
The Webex Contact Center 2.0 ACD connection has a User Sync setting that enables synchronization of user data into the WFO platform from Webex Contact Center. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Connection settings for Cisco Webex Contact Center 2.0. WarmTransfer. https://warmtransfer.net/knowledge/sources/wfohelp-acd-config-webex-cc-2-0

BibTeX

@misc{warmtransfer-wfohelp-acd-config-webex-cc-2-0,
  title  = {Connection settings for Cisco Webex Contact Center 2.0},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/wfohelp-acd-config-webex-cc-2-0},
  note   = {Calabrio (WFO Help Center for Webex WFO), accessed 2026-10-01}
}