Connection settings for RingCX

NOTE If your organization has New WFM, then New WFM implementations are done in a separate process. A select number of integrated platforms can be configured using the WFM Integrations page (see Manage WFM integrations). If your integrated platform is not listed on the WFM Integrations page, then it requires a project managed by Professional Services.

The following fields appear if you select Ring Central as the ACD.

Field	Description
ACD Name
ACD Name	The name of your RingCX ACD.
Ring Central Configuration
Account ID	Your RingCentral Account ID.
Sub Account ID	Your Sub Account ID within RingCX for the environment you are configuring. This is not your master RingCentral Account ID.
Client ID	The client ID associated with the master RingCentral account.
Client Secret	The client secret of the master RingCentral account.
JSON Web Token	The JSON web token (JWT) associated with your RingCentral application and environment. IMPORTANT Provider recommends that you do not set an expiration date for your JSON web token (JWT). If you do set an expiration date and the JWT expires, then you risk breaking the integration. Therefore, you must update the token before it expires or submit a support case to get assistance updating the token after it expires.
Calabrio Configuration
Username	The login name of your Workforce Optimization user.
Password	The password of your Workforce Optimization user.
Metadata Mapping
Add Mapping	This section allows you to define which RingCX metadata values are synced with RingCX contacts into Workforce Optimization. The RingCentral metadata values are mapped to metadata labels created in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager). Metadata fields must first be created in Metadata Manager in Workforce Optimization (see Manage metadata fields for more information). Follow the Sync RingCentral Metadata to Workforce Optimization procedure in the RingCentral Integration Guide to map your RingCX metadata. After you map your metadata it can add a variety of trackable information to a contact in Workforce Optimization. Metadata fields can be found in the Details panel in the Media Player (Interactions > open a contact). You can view, edit, or delete a metadata field from your system.
Enable RTE Messaging for Screen Recording
Enable RTE Messaging for Screen Recording	Select this check box to enable Workforce Optimization Smart Desktop for Screen Recording. See Screen Recording for more configuration details.