OpenConnect

OpenConnect

OpenConnect replaces "Connect API" - Please use this article to test connectivity and API calls into OpenConnect


Why Is OpenConnect Critical To Oracle & Zendesk?

OpenConnect allows Experience Cloud to integrate with various contact center platforms, such as telephony, voice, ACD, routing, and contact center solutions, to facilitate CRM automation and data transfer into the CRM. 

OpenConnect addresses several common challenges within Oracle & Zendesk environments, primarily the inefficiencies caused by operating multiple disparate systems. By seamlessly connecting the CRM with contact center routing platforms and telephony voice channels, OpenConnect enhances workflow efficiency in several ways.

Building A Connection


Step 1: Requirements
  1. The platform using access to OpenConnect must be able to establish Ingress and Egress API connections.
  2. You will need a few pieces of information to authenticate with OpenConnect: JWT Key, CRM ID, Event Name
Step 2: API Key

A new OpenConnect API Key must be created or use of an existing API Key.

To create a new API key or list out options please see API Keys
Step 3: CRM ID
Oracle Example:
  1. In Service Cloud or Fusion, the CRM ID is the domain.

Zendesk Example:
  1. For Zendesk, use the hostname of the Zendesk Environment URL. Example: https://this-is-a-test.zendesk.com/example/ex


Step 4: Event Name
To trigger the published PopFlow, we must get the event to which it belongs. 


  1. Login to Experience Cloud and navigate to the PopFlow
  2. Select the Instance CRM instance.
Selecting Event

Find the event of the published PopFlow and copy the name exactly (case and length sensitive) - Example:
  1. On End
  2. Copy Name
  3. Ensure you have the right event ;) 
Step 5: Parameters

Required Add each required query parameter. Note each parameter is case-sensitive.
 
agentid
  1. The agentid creates the experience at the agent/user level. For example, use your user login for the agentid or use login for the user who will receive the experience.

jwt
  1. Replace insert_api_key with the generated API key from Experience Cloud.

event
  1. The event is the event's name that will trigger the PopFlow from your Experience Cloud platform.
 
Optional Data Properties
  1. Pass and include additional data elements in your requests, such as interaction data, custom information, routing, or ACD data.
Step 6: Testing
Test your API calls using the GET & POST Sections below.
GET

Add each required query parameter.

  1. agentid={insert_agentId}&jwt={insert_api_key}&event={name_of_event}
 
Ex: agentid=123&jwt=456&event=testing123
 
Add any additional data needed for PopFlow workflow.
  1. &prop1={insert_prop1}&prop2={insert_prop2}

 
All together, it will look like this:
  1. https://connect.openmethodscloud.com?agentId={insert_agentId}&jwt={insert_api_key}&event={name_of_event}&prop1={insert_prop1}&prop2={insert_prop2}

POST

Payload Size Limitations OpenConnect limits the payload size to 128 KB per message due to variable-length encoding. 

 

Body: ensuring the Content-Type is set to application/JSON. Finally, add the required body fields and the additional data for the PopFlow workflow. 

  1. {
  2.    "agentid": "insert_agentId",
  3.    "jwt": "insert_api_key",
  4.    "crmid": "insert_crmid",
  5.    "event": "insert_event_name",
  6.    "insert_prop_1": "insert_prop_1_value",
  7.    "insert_prop_2": "insert_prop_2_value",
  8.    "insert_prop_3": "insert_prop_3_value",
  9. }

Supported SendMessage Endpoints


End Point
Message
API returns a plain string response in the following format:
  1. "Result:OK"
API returns JSON-formatted response.
  1. {
  2.     "result": "Success",
  3.     "message": "OK"
  4. }
Info
A new browser window is opened to trigger the API. Once the request is successfully initiated, the window is automatically closed. 


Sending JWT for Authentication

It is strongly recommended to include JWT in the Authorization header using Bearer token scheme.
  1. Authorization: Bearer <jwt_token>.
  2. This approach ensures secure and standardized transmission of authentication credentials.

However, in scenarios where it is not technically feasible to include header, such as certain browser based requests or limited client environments, the token may be passed as a fallback:

For GET requests: Include the token as a query parameter.

For example:
  1. ?agentid=<cti_agent_id>&jwt=<jwt_token>&event=.......
For POST requests: Include the token in the request body as a JSON field along with other fields.

For example:
  1. {
  2. "agentid": "<cti_agent_id>",
  3. "jwt": "<jwt_token>",
  4. .........
  5. }


Troubleshooting

Was the event not triggered?

  1. Ensure the event name is typed correctly, both case and length (spaces included).
  2. Double-check that the intended Popflow to be triggered is published to the event being called.
  3. Finally, if in Service Cloud CRM, ensure that the published profile matches the CRM user's profile.

Error Messages

When a request is made with an invalid token, the API responds with an HTTP status code: 401 Unauthorized along with the following error message:
  1. "Invalid token or data error"

When a request is mage with an invalid data, the API responds with an HTTP status  code: 400 Bad Request along with the following error message:
  1. "Invalid token or data error"

 

Example Connection Sets

Example connection sets utilizing OpenConnect to facilitate information to/from OpenMethods:

  • 8x8
  • Amazon Connect
  • Avaya
  • Cisco UCCE
  • Cisco UCCX
  • Cisco WebEx Contact Center
  • Five9
  • Genesys PureCloud
  • Genesys PureConnect
  • Genesys PureEngage
  • InContact Central
  • InContact Hub
  • TalkDesk
  • Twilio Flex

 

 




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