Synchronize Users against Cisco Webex Control Hub

Imagicle UCX Cloud Suite can import users, HG (native Hunt Group), CQ (native Call Queue), AA (native Auto Attendant), VL (Webex Virtual Line) and WS (Workspace) from Webex Control Hub, thanks to available Cisco Webex (XSI) APIs for this purpose.

Webex Calling “Customer Assist” (CX) queues are not imported, due to Webex API lack. If you want to monitor such traffic within Call Analytics, you need to manually add relevant pilot numbers in Imagicle Users' DB.

Provided Webex APIs allow to import users from multiple Webex Organizations, if required.

Before configuring such import connector, please mind below requirements:

Imagicle UCX Cloud Suite must be in place, with a valid license subscription.
Imagicle UCX Cloud Suite must be authenticated against Imagicle Cloud Services, as described in this article.
UCX Platform admin user must be already configured, to allow the Webex integration.
A Full Admin user belonging to Webex customer's organization

Integration Procedure

Please follow this KB article to enable the integration between UCX Platform and Webex Cloud and allow users' synch. Once Webex users are imported in UCX Platform, they become available in UCX Cloud Suite too.

Please be aware that Webex Users' provisioning is involving Imagicle Cloud to cache the list of imported users, updated 4 times a day, to lately improve provisioning speed and provide an always up-to-date Users' database.

Enabling Webex Users' Synch from Imagicle Web Portal

Once above procedure has been accomplished, you can proceed with actual Webex Cloud users' synch enablement.

Please access to Imagicle UCX Suite web portal as Administrator and go to ADMIN ⇒ User Management ⇒ Synchronize users with an external data source » ⇒ Configure Data Sources >>

Select "Cisco Webex" to get the following three options:

Depending on the Imagicle apps you wish to leverage in your Webex environment, one or multiple options can be selected:

Cisco Webex Users: For UCX Console, Advanced Queuing, Auto Attendant, Call Recording and Contact Manager usage. This connector just imports Webex users from Control Hub.
Cisco Webex Virtual Objects: For Call Analytics, Call Recording and Hotel Services. This connector imports Webex Virtual Lines, Hunt Groups, Workspaces, native Queues (except Customer Assist queues) and Auto Attendants from Control Hub.
Cisco Webex Fax Workspaces: For Digital Fax. This connector imports fax-related Workspaces associate to Imagicle Customer Managed Devices from Control Hub.

If relevant "STATUS" indicator goes green, then it means Imagicle UCX Cloud Suite can reach Webex Cloud. Otherwise, please check below table for most typical error messages appearing underneath the red STATUS indicator:

Issue	Error message
ClientID/secret wrong configured	Client ID or Client Secret are misconfigured
Suite not enabled on Imagicle Cloud to users sync	UC Suite is not enabled in the Imagicle Cloud to synchronize users. Check OAuth2 token enablement.
the Imagicle Cloud is not reachable (on-prem UC Suite only)	Imagicle Cloud unreachable
Other	An unexpected error occurred while checking Imagicle Cloud connection

Proxy Support

If your Imagicle UCX Suite can reach Internet through a proxy, please configure it by following this KB article. Webex import connector supports proxy configuration.

Running manual synch

You can manually initiate users', virtual users' and workplaces' provisioning from Administration → Users Management → Synchronize users with an external data source » and finally hit “Run Now” button. See below:

Two important details are available in this page:

Data Source Type: reports the list of active Webex sync adapters.
Source Users Updated At: reports the last time the information of the synchronized users have been updated in Imagicle internal cache.

If you try to run the synch while the internal cache is still under provisioning or under a periodic update, you might get the following warning:

Please run the synch once Source Snapshot Updated reports the date/time of last cache update.

Configuring Synchronization Rules

Please access to Imagicle UCX Suite web portal as Administrator and go to ADMIN ⇒ User Management ⇒ Synchronize users with an external data source » ⇒ Configure Synch Rules >>

Select either one of the three "Cisco Webex" options, as per below screenshot:

The sync service uses the Webex Calling user's email as primary key..

For all other users' fields, they are imported from a fixed Webex field or you can choose from which Webex field to populate them.

Users Synch Rules

See below table including Webex Users specific field mapping:

UCX Suite Display Name	Mapping criteria	Synched from	Example Value
Preferred language	Only when adding, set this value		EN, IT, FR, DE, AR, etc.
Password	Only when adding, set this value		P@ssw0rd!
Active Directory username	Import every time from source	username Webex id	john.smith Max 255 chars
Domain	Import every time from source	domain coming from Email field	company.com
Single Sign-On (SSO) ID	Use the mail address field Keep existing value	Webex Mail	john.smith@company.com
Conversational AI Username	Use the mail address field Keep existing value	Webex Mail	john.smith@company.com
First Name	Import every time from source	firstname	John
Last Name	Import every time from source	lastname	Smith Max 255 chars
User PIN	Only when adding, set this value		1234
First extension number*	Import every time from Webex field: "ESN or Phone Number" "Phone Number or ESN" Keep existing value	ESN = location.routingPrefix + webexCalling.extension Phone Number = webexCalling.countryCode + webexCalling.number	33 + 6623 or +447259856623
First extension number Alias*	Import every time from Webex field: "Extension or Phone Number" "Phone Number or Extension" "ESN or Phone number" "Phone number or ESN" "Work Phone" Use the email address field Keep existing value	Extension = webexCalling.extension Phone Number = webexCalling.countryCode + webexCalling.number ESN = location.routingPrefix + webexCalling.extension Work Phone = workPhone email = Webex Mail	6623 or +447259856623 or 33 + 6623 or +44984664564 or john.smith@company.com Max 255 chars
Published Directory Number	Only when adding set this value Import every time from Webex field Extension or Phone Number Phone Number or Extension ESN or Phone Number Phone Number or ESN Work Phone Use the email address field Keep existing value	Extension = webexCalling.extension Phone Number = webexCalling.countryCode + webexCalling.number ESN = location.routingPrefix + webexCalling.extension Work Phone = workPhone email = Webex Mail	6623 or +447259856623 or 33 + 6623 or +44984664564 or john.smith@company.com Max 255 chars
Enable billing for first extension number	Only when adding, set this value	= False = True
Cdr User Id	Import every time from source Keep existing value	commonIdentityId	Max 255 chars
Device name	Import every time from source Keep existing value	nativeUserId	Max 255 chars
Preferred Device name	Import every time from source Keep existing value	nativeUserId	Max 255 chars
PBX Username	Import every time from source (Control Hub External Identifier) Import every time from source (Control Hub User Id) Keep existing value	nativeUserId commonidentityid	Max 255 chars
Email	Use the email address field Keep existing value	Webex Mail	john.smith@company.com
Department	Import every time from: Organization Name Location Name Department Keep existing value	Organization Name = organization.name Location Name = location.name Department = department	Sales Max 255 chars
Recording Group name	Import every time from: Organization Name Location Name Department Keep existing value	Organization Name = organization.name Location Name = location.name Department = department	Sales Max 255 chars
Cost Center	Import every time from: Organization Name Location Name Department Keep existing value	Organization Name = organization.name Location Name = location.name Department = department	Sales Max 255 chars
Office Location	Import every time from: Organization Name Location Name Department Keep existing value	Organization Name = organization.name Location Name = location.name Department = department	France Max 255 chars
Number of masked digits in Call Analytics	Only when adding, set this value		3
Enable billing for voicemail number	Only when adding, set this value	= False = True
VoiceMail Number	Import every time from source Keep existing value	*55 + ESN (location.routingPrefix + webexCalling.extension)	*55 + 33 + 6623
VoiceMail Address	Use the mail address field Keep existing value - None	Webex Mail	john.smith@company.com
Do not keep sent voicemails	Only when adding, set this value	= False = True
Home Phone	Import every time from source Keep existing value	workPhone	+44984664564
Mobile Business Number	Import every time from source Keep existing value	mobilePhone	+44702465646
User address	Import every time from source Keep existing value	Default mapping***: {streetAddress}, {postalCode} {locality}, {region} - {country}	102 Edith Groove,SW1 London, Greater London - United Kingdom
Fax Number	Import every time from source Keep existing value	faxNumber	+44984664564
Fax Group Username	Import every time from: Fax Number Organization Name Location Name Department Keep existing value	Fax Number = faxNumber Organization Name = organization.name Location Name = location.name Department = department	Sales Max 255 chars
Fax Company Name	Import every time from source Keep existing value	organization.name	ACME Inc.
Fax Default Priority (0/1/2)	Only when adding, set this value Keep existing value		0, 1, 2
Enable billing for fax number	Only when adding, set this value	= False = True
Fax: enable send	Only when adding, set this value	= False = True
Fax: enable receive	Only when adding, set this value	= False = True
Enable Fax2Email	Only when adding, set this value	= False = True
Fax to email address	Use the email address field Keep existing value	Webex Mail	john.smith@company.com
Fax2Email attach fax	Only when adding, set this value	= False = True
Disable caller lookup on phone	Only when adding, set this value	= False = True
Rich Presence SIP URI	Use the email address field Keep existing value	Webex Mail
Microsoft URI	Use the email address field Keep existing value	Webex Mail
Webex URI	Use the email address field Keep existing value	Webex Mail	john.smith@company.com
Send email notifications	Only when adding, set this value	= False = True
Attach recording file to email notifications	Only when adding, set this value	= False = True
Is a room	Only when adding, set this value	= False = True
Picture	Import every time from source Keep existing value	AvatarURL**	Max 200KBytes size (default)

Imagicle supports overlapping extension numbers by selecting to import ESN instead of Extension Number. ESN includes a location prefix + Webex Calling Extension, so Imagicle Advanced Queuing can transfer calls to overlapping operators' internal numbers, without having to leverage +E.164 Phone Numbers.

** AvatarURL points to a server on Webex Cloud, which should be reachable by Imagicle UCX Suite to retrieve each picture through a http request. User images can be in the most common formats, e.g. png, jpg, jpeg and bmp.

*** User address mapping can be changed on request. Please contact Imagicle for further details.

User's title attribute (title) is also importable from Webex Control Hub. Please contact Imagicle if you wish to add this information into a custom field.

Virtual Objects Synch Rules

UCX Suite Display Name	Mapping criteria	Synched from	Example Value
Username	"<acronym of type>_<phonenumber> or <ESN> or <name>"	the acronym of type is set by identifying the type returned from Imagicle API and it can assume the following values: HG (native Hunt Group), CQ (native Call Queue), AA (native Auto Attendant), VL (Webex Virtual Line) WS (Workspace) After underscore is added: the phonenumber, if it exists otherwise, the extension, if it exists otherwise, the name of the entity	HG_4589921, HG_test, CQ_394914524886 WS_78373977 Max 20 chars
Preferred language	Only when adding, set this value		EN, IT, FR, DE, AR, etc.
Password	Only when adding, set this value		P@ssw0rd!
Active Directory username	Import every time from source	username coming from Email field or from Webex id	john.smith Max 255 chars
Domain	Import every time from source	empty
Single Sign-On (SSO) ID	Use the mail address field Keep existing value	empty
Conversational AI Username	Use the mail address field Keep existing value	Webex Mail	john.smith@company.com
First Name	Import every time from source	empty
Last Name	Import every time from source	name	Max 255 chars
User PIN	Only when adding, set this value		1234
First extension number*	Import every time from Webex field: "ESN or Phone Number" "Phone Number or ESN" Keep existing value	ESN = location.routingPrefix + webexCalling.extension Phone Number = webexCalling.countryCode + webexCalling.number	33 + 6623 or +447259856623
First extension number Alias*	Import every time from Webex field: "Extension or Phone Number" "Phone Number or Extension" "ESN or Phone number" "Phone number or ESN" "Work Phone" Use the email address field Keep existing value	Extension = webexCalling.extension Phone Number = webexCalling.countryCode + webexCalling.number ESN = location.routingPrefix + webexCalling.extension Work Phone = workPhone email = Webex Mail	6623 or +447259856623 or 33 + 6623 or +44984664564 or john.smith@company.com Max 255 chars
Enable billing for first extension number	Only when adding, set this value	= False = True
Cdr User Id	Import every time from source Keep existing value	commonIdentityId	Max 255 chars
Device name****	Import every time from source Keep existing value	empty
Preferred Device name	Import every time from source Keep existing value	nativeUserId	Max 255 chars
PBX Username	Import every time from source (Control Hub External Identifier) Import every time from source (Control Hub User Id) Keep existing value	nativeUserId commonidentityid	Max 255 chars
Department	Import every time from: Organization Name Location Name Keep existing value	Organization Name = organization.name Location Name = location.name	Sales Max 255 chars
Recording Group name	Import every time from: Organization Name Location Name Keep existing value	Organization Name = organization.name Location Name = location.name	Sales Max 255 chars
Cost Center	Import every time from: Organization Name Location Name Keep existing value	Organization Name = organization.name Location Name = location.name	Sales Max 255 chars
Office Location	Import every time from: Organization Name Location Name Keep existing value	Organization Name = organization.name Location Name = location.name	France Max 255 chars
Number of masked digits in Call Analytics	Only when adding, set this value		3
Enable billing for voicemail number	Only when adding, set this value	= False = True
VoiceMail Number	Import every time from source Keep existing value
VoiceMail Address	Use the mail address field Keep existing value - None	empty
Do not keep sent voicemails	Only when adding, set this value	= False = True
Home Phone	Import every time from source Keep existing value	workPhone	+44984664564
Mobile Business Number	Import every time from source Keep existing value	mobilePhone	+44702465646
User address	Import every time from source Keep existing value	Default mapping***: {streetAddress}, {postalCode} {locality}, {region} - {country}	102 Edith Groove,SW1 London, Greater London - United Kingdom
Fax Number	Import every time from source Keep existing value	faxNumber	+44984664564
Fax Group Username	Import every time from: Fax Number Organization Name Location Name Keep existing value	Fax Number = faxNumber Organization Name = organization.name Location Name = location.name	Sales Max 255 chars
Fax Company Name	Import every time from source Keep existing value	organization.name	ACME Inc.
Fax Default Priority (0/1/2)	Only when adding, set this value Keep existing value		0, 1, 2
Enable billing for fax number	Only when adding, set this value	= False = True
Fax: enable send	Only when adding, set this value	= False = True
Fax: enable receive	Only when adding, set this value	= False = True
Enable Fax2Email	Only when adding, set this value	= False = True
Fax to email address	Import every time from source Keep existing value	Webex Mail	john.smith@company.com
Fax2Email attach fax	Only when adding, set this value	= False = True
Disable caller lookup on phone	Only when adding, set this value	= False = True
Rich Presence SIP URI	Use the email address field Keep existing value	Webex Mail
Microsoft URI	Use the email address field Keep existing value	Webex Mail
Webex URI	Use the email address field Keep existing value	Webex Mail	john.smith@company.com
Send email notifications	Only when adding, set this value	= False = True
Attach recording file to email notifications	Only when adding, set this value	= False = True
Is a room	Only when adding, set this value	= False = True
Picture	Import every time from source Keep existing value	AvatarURL**	Max 200KBytes size (default)

Imagicle supports overlapping extension numbers by selecting to import ESN instead of Extension Number. ESN includes a location prefix + Webex Calling Extension, so Imagicle Advanced Queuing can transfer calls to overlapping operators' internal numbers, without having to leverage +E.164 Phone Numbers.

** AvatarURL points to a server on Webex Cloud, which should be reachable by Imagicle UC Suite to retrieve each picture through a http request. User images can be in the most common formats, e.g. png, jpg, jpeg and bmp.

*** User address mapping can be changed on request. Please contact Imagicle for further details.

**** WS device name can't be imported through Webex XSI APIs, but it can be manually retrieved from Control Hub: Workspace ⇒ Calling ⇒ Call experience ⇒ Call recording ⇒ Show call recording platform information ⇒ External Identifier.

Fax Workspaces Synch Rules

UCX Suite Display Name	Mapping criteria	Synched from	Example Value
Username	<WSF>_<phonenumber OR ESN OR name>	WSF is the acronym for Imagicle Fax Workspaces. After underscore is added: the phonenumber, if it exists otherwise, the extension, if it exists otherwise, the name of the entity	WSF_4589921 Max 20 chars
Preferred language	Only when adding, set this value		EN, IT, FR, DE, AR, etc.
Password	Only when adding, set this value		P@ssw0rd!
Active Directory username	Import every time from source	username coming from Email field or from Webex id	john.smith Max 255 chars
Domain	Import every time from source	empty
Single Sign-On (SSO) ID	Use the mail address field Keep existing value	empty
Last Name	Import every time from source	name	Max 255 chars
Cdr User Id	Import every time from source Keep existing value	commonIdentityId	Max 255 chars
Device name****	Import every time from source Keep existing value	nativeUserId	Max 255 chars
Preferred Device name	Import every time from source Keep existing value	nativeUserId	Max 255 chars
PBX Username	Import every time from source (Control Hub External Identifier) Import every time from source (Control Hub User Id) Keep existing value	nativeUserId commonidentityid	Max 255 chars
Department	Import every time from: Organization Name Location Name Keep existing value	Organization Name = organization.name Location Name = location.name	Sales Max 255 chars
Recording Group name	Import every time from: Organization Name Location Name Keep existing value	Organization Name = organization.name Location Name = location.name	Sales Max 255 chars
Cost Center	Import every time from: Organization Name Location Name Keep existing value	Organization Name = organization.name Location Name = location.name	Sales Max 255 chars
Office Location	Import every time from: Organization Name Location Name Keep existing value	Organization Name = organization.name Location Name = location.name	France Max 255 chars
Home Phone	Import every time from source Keep existing value	workPhone	+44984664564
Mobile Business Number	Import every time from source Keep existing value	mobilePhone	+44702465646
User address	Import every time from source Keep existing value	Default mapping***: {streetAddress}, {postalCode} {locality}, {region} - {country}	102 Edith Groove,SW1 London, Greater London - United Kingdom
Fax Number	Import every time from source Keep existing value	phoneNumber or ESN	+44984664564
Fax Group Username	Import every time from: Fax Number Organization Name Location Name Keep existing value	Fax Number = faxNumber Organization Name = organization.name Location Name = location.name	Sales Max 255 chars
Fax Company Name	Import every time from source Keep existing value	organization.name	ACME Inc.
Fax Default Priority (0/1/2)	Only when adding, set this value Keep existing value		0, 1, 2
Enable billing for fax number	Only when adding, set this value	= False = True
Fax: enable send	Only when adding, set this value	= False = True
Fax: enable receive	Only when adding, set this value	= False = True
Enable Fax2Email	Only when adding, set this value	= False = True
Fax to email address	Import every time from source Keep existing value - None	Webex Mail	john.smith@company.com
Fax2Email attach fax	Only when adding, set this value	= False = True
Send email notifications	Only when adding, set this value	= False = True
Attach recording file to email notifications	Only when adding, set this value	= False = True

*Imagicle supports overlapping extension numbers by selecting to import ESN instead of Extension Number. ESN includes a location prefix + Webex Calling Extension, so Imagicle Advanced Queuing can transfer calls to overlapping operators' internal numbers, without having to leverage +E.164 Phone Numbers.

** AvatarURL points to a server on Webex Cloud, which should be reachable by Imagicle UC Suite to retrieve each picture through a http request. User images can be in the most common formats, e.g. png, jpg, jpeg and bmp.

*** User address mapping can be changed on request. Please contact Imagicle for further details.

**** WS device name can't be imported through Webex XSI APIs, but it can be manually retrieved from Control Hub: Workspace ⇒ Calling ⇒ Call experience ⇒ Call recording ⇒ Show call recording platform information ⇒ External Identifier.

User's title attribute (title) is also importable from Webex Control Hub. Please contact Imagicle if you wish to add this information into a custom field.

Remarks

Only users having a phone line assigned on Control Hub have the extension number populated on the Imagicle suite. Users without a valid line result in UCX users with blank extension number.
If Webex user's email is changed, at the next synchronization relevant UCX Suite user is removed and another UCX Suite user is created with the new Active directory username and Domain values, losing the old users configurations and data.
User changes done on Control Hub might take take up to 24 hours to reflect into the suite users leveraging the synchronization. Consider this if you are planning a go-live or cutover involving Imagicle services.
To record WxC MT calls using UCX Cloud Suite native recording engine, the “PBX Username” field must be synchronized using “Import every time from source (Control Hub External Identifier)” option.
To import WxC MT native recordings into UCX Cloud Suite, the “PBX Username” field must be synchronized using “Import every time from source (Control Hub User Id)” option.