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Customer Setup Steps for Webex Contact Center Integration

What You Need to Do

Follow these steps to set up the Webex integration for accessing your Contact Center recordings.

Step 1: Create Integration App in Webex Developer Portal

  1. Go to: https://developer.webex.com/
  2. Sign in with your Webex account
  3. Click: "My Webex Apps" in the top navigation
  4. Click: "Create a New App"
  5. Select: "Integration" as the app type
  6. Fill in:
  7. App Name: Contact Center Recording Integration
  8. App Description: Integration for accessing Contact Center recordings and task data
  9. Click: "Create App"

— Note : Please note that the user should have a compliance officer role so that he has the access to all the recorded media files.

Step 2: Configure OAuth Settings

  1. In your new app, go to the "OAuth Settings" section
  2. Set Redirect URI: https://trilogy.com
  3. Add these scopes (copy and paste exactly): 
    spark-admin:recordings_read
spark-admin:recordings_write
spark:kms
cjp:config
cjp:config_read
  4. Save the OAuth settings

Step 3: Get Your Credentials

  1. Copy your Client ID from the app details page
  2. Copy your Client Secret from the app details page
  3. Save both - you'll need them for the next step

Step 4: Get Your Organization ID

  1. Log into your Webex Contact Center Admin portal
  2. Go to: Administration → Organization Settings
  3. Copy your Organization ID (looks like: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx)

Step 5: Generate Access Tokens

  1. Create this URL (replace YOUR_CLIENT_ID with your actual Client ID): 

    https://webexapis.com/v1/authorize?client_id=YOUR_CLIENT_ID&response_type=code&redirect_uri=https%3A%2F%2Ftrilogy.com&scope=spark-admin%3Arecordings_read%20spark-admin%3Arecordings_write%20spark%3Akms%20cjp%3Aconfig%20cjp%3Aconfig_read&state=set_state_here

  2. Open the URL in your web browser

  3. Sign in with your Webex account
  4. Grant permissions to the integration
  5. Copy the authorization code from the redirect URL (it will be in the URL parameters)

Step 6: Exchange Code for Tokens

  1. Use a tool like Postman, curl, or any HTTP client
  2. Make a POST request to: https://webexapis.com/v1/access_token
  3. Set headers: 
    Content-Type: application/x-www-form-urlencoded
  4. Set body (replace with your actual values): 
    grant_type=authorization_code
&client_id=YOUR_CLIENT_ID
&client_secret=YOUR_CLIENT_SECRET
&code=AUTHORIZATION_CODE
&redirect_uri=https://trilogy.com
    Example Curl -

curl -X POST https://webexapis.com/v1/access_token \ -H "Content-Type: application/x-www-form-urlencoded" \ -d "grant_type=authorization_code" \ -d "client_id=C5373f3b452d9a15d544c160ca7a3827e1d74eeefd7949e312383fedbd6c8005d" \ -d "client_secret=838e9dcb904ec1df0b6343e44c64881d84e8746633a0b953f0b742dbbd85d91e" \ -d "code=NTQ5MTFmMDgtOWEzYy00MWE0LWE1OWEtYmZjZTFkYmQxMTQwYTk1MWExMDMtNDBh_P0A1_5bd961a5-2622-453a-a5b3-6eb512ddb289" \ -d "redirect_uri=https://trilogy.com"

  1. Copy the response - you'll get something like: 
    {
  "access_token": "NzFhMTg4MTUtMTIxMS00MWQ1LWI4YTQtY2IyYTljZWUzMGQyYjEyMDEwOTQtYmM3_P0A1_5bd961a5-2622-453a-a5b3-6eb512ddb289",
  "refresh_token": "MmJhYzRjN2MtYTZlMS00N2ExLWFjMzUtZjBjMzZjMjc4NmJhZDdjOGU2ZGMtMTdl_P0A1_5bd961a5-2622-453a-a5b3-6eb512ddb289",
  "expires_in": 1209599,
  "refresh_token_expires_in": 7775999,
  "token_type": "Bearer",
  "scope": "spark-admin:recordings_write spark:kms cjp:config spark-admin:recordings_read cjp:config_read"
}

Step 7: Send Us Your Credentials

Email us the following information:

Required Credentials:

Client ID: [your_client_id]
Client Secret: [your_client_secret]
Organization ID: [your_organization_id]
Access Token: [your_access_token]
Refresh Token: [your_refresh_token]

Example:

Client ID: Cfb322fa73edfbefd1121e93d87ecbf8eab8e582ee6b279c668d13de451323443
Client Secret: 2535aa118d0d2d56b6c6b9bdc8c02a737727541c87a37367e5b6f592218287bb
Organization ID: 5bd961a5-2622-453a-a5b3-6eb512ddb289
Access Token: NzFhMTg4MTUtMTIxMS00MWQ1LWI4YTQtY2IyYTljZWUzMGQyYjEyMDEwOTQtYmM3_P0A1_5bd961a5-2622-453a-a5b3-6eb512ddb289
Refresh Token: MmJhYzRjN2MtYTZlMS00N2ExLWFjMzUtZjBjMzZjMjc4NmJhZDdjOGU2ZGMtMTdl_P0A1_5bd961a5-2622-453a-a5b3-6eb512ddb289

What This Integration Will Do

Once set up, the integration will: - ✅ Access your Contact Center recordings - ✅ Download call audio files - ✅ Get call details and metadata - ✅ Process recordings for analysis - ✅ Upload to secure cloud storage

Security Notes

  • 🔒 Minimal Access: Only 5 required permissions (not 50+)
  • 🔒 Secure Tokens: Automatically refreshed and stored securely
  • 🔒 Limited Scope: Only accesses recording and task data
  • 🔒 No Admin Rights: Cannot modify your Contact Center settings

We'll help you complete the setup!

Some test curl commands

curl -X GET "https://api.wxcc-us1.cisco.com/v1/tasks?from=TO_TIMESTAMP&to=FROM_TIMESTAMP&orgId=YOUR_ORG_ID&channelType=telephony" \ -H "Authorization: Bearer YOUR_ACCESS_TOKEN"

curl -L --request GET \ --url https://api.wxcc-us1.cisco.com/v1/tasks?from=1753315200000 \ --header 'Authorization: Bearer NDBiNjlhYzEtZjQzZS00ZGU4LTlhODUtMjY0YjNjZDNhNjFhYjg0MjliMDctMWM1_P0A1_5bd961a5-2622-453a-a5b3-6eb512ddb289' \ --header 'Accept: application/json'

curl -L --request POST \ --url https://api.wxcc-us1.cisco.com/v1/captures/query \ --header 'Authorization: Bearer NDBiNjlhYzEtZjQzZS00ZGU4LTlhODUtMjY0YjNjZDNhNjFhYjg0MjliMDctMWM1_P0A1_5bd961a5-2622-453a-a5b3-6eb512ddb289' \ --header 'Content-Type: application/json' \ --header 'Accept: application/json' \ --data '{ "query": { "taskIds": ["99a53828-6a11-4bee-a257-8730a56963ce"] } }'

curl -L --request POST \ --url https://api.wxcc-us1.cisco.com/v1/captures/query \ --header 'Authorization: Bearer NDBiNjlhYzEtZjQzZS00ZGU4LTlhODUtMjY0YjNjZDNhNjFhYjg0MjliMDctMWM1_P0A1_5bd961a5-2622-453a-a5b3-6eb512ddb289' \ --header 'Content-Type: application/json' \ --header 'Accept: application/json' \ --data '{ "query": { "taskIds": ["d61cb7a9-98ab-4142-b8f7-89a7e1b9379d"] } }'