QM Connector for Cisco

QM Connector is an optional component. It only needs to be deployed if you want to perform quality management on the conversations done through Cisco Contact Center. It pushes the call recordings as conversations into the Expertflow CX from VRS. VRS is a Voice Recording Solution, which lets you record and playback recordings for future use. See the following guide to install VRS

Prerequisites

VRS for Cisco Installation Guide

1. Configure Channel on Unified Admin

One needs to create a channel of type CISCO_CC for both Inbound and Outbound, for communication between Expertflow CX and the QM Connector.

For outbound, select a 4-5 Digit Number, and set it as UCCE_OB_SERVICE_IDENTIFIER in helm-values/cx-qm-custom-values.yaml

Set Routing Mode as External
Set the Channel Model as HYBRID

Create a new user in Realm, set its name & password as ‘vrs’, and assign all 21 ‘realm-management’ roles to that user. SetKEYCLOAK_USERNAME & KEYCLOAK_PASSWORD in values.yaml

2. Deploy QM Connector

By default QM Connector is not enabled for deployment in the helm-values/cx-qm-custom-values.yaml file. Edit the helm-values/cx-qm-custom-values.yaml file to set the enabled flag to true for qm-connector.
Update the environment variables given in the table below, under QM-Connector in the helm-values/cx-qm-custom-values.yaml file, according to the channel, VRS, and UCCE configuration.
Run the deploy command.

CODE

helm upgrade --install --namespace=expertflow --set global.efCxReleaseName="ef-cx" --version 4.10.0 qm  --debug --values=helm-values/cx-qm-custom-values.yaml expertflow/qm

Env var	Description	Example values
RECORDING_SERVER_FQDN	Recording Server IP	*
EFCX_FQDN	CX FQDN	https://efcx-qm.expertflow.com/
CALL_BACK_URL	Webhook for conversation creation	http://webhook.site/8d7dc0b5-b886-40ee-9203-150699e4f9ce
UCCE_ENGINE	UCCE DB Engine	sqlserver
UCCE_IP	UCCE IP	*
UCCE_PORT	UCCE DB port	*
UCCE_DATABASE	UCCE `awdb` database name	*
UCCE_USERNAME	UCCE `awdb` database user’s username	*
UCCE_PASSWORD	UCCE `awdb` database user’s password	*
UCCE_OB_SERVICE_IDENTIFIER	Service Identifier for outbound calls	8899
KEYCLOAK_REALM_NAME	Realm name from EFCX IAM (keycloak)	expertflow
KEYCLOAK_CLIENT_ID	KeyCloak client ID from IAM (keycloak)	cim
KEYCLOAK_CLIENT_SECRET	Add the client secret from the IAM (keycloak)	ef61df80-061c-4c29-b9ac-387e6bf67052
KEYCLOAK_USERNAME	IAM (Keycloak) User with all the realm-management Roles	vrs
KEYCLOAK_PASSWORD	The password of the IAM (keycloak) User with all the realm-management Roles	vrs
KEYCLOAK_AGENT_ROLE_NAME	The role that needs to be assigned to the new Agent created with QM-connector	agent
KEYCLOAK_AGENT_ROLE_ID	Role-Id that needs to be assigned to new Agent created with QM-connector	1903735d-5bcc-4253-a05e-ea1487195c9c
DB_NAME	Name of the VRS database	*
DB_USER	Username for VRS database	*
DB_PASSWORD	Password for the VRS database	*
DB_ENGINE	The engine on which the VRS database is running i.e MySQL	sqlserver
DB_HOST	Name or IP of the host on which the VRS database is active	*
DB_PORT	Port of the VRS Database	*
DB_DRIVER	Driver on which VRS database is running i.e mysql drive	com.microsoft.sqlserver.jdbc.SQLServerDriver
CALL_START_DATE	The cutoff date; only TCD records with a start time after this date are fetched	2025-01-01
MAX_BATCH_SIZE	The maximum number of users to fetch from Keycloak in a single batch.	30000