Contact Center general integration settings (app)

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<p id="docs-hc-snippet" style="display: none;">Once your CloudFormation stack is updated to integrate with Zendesk, you can access the Zendesk settings page from the left-side navigation bar of Contact Center. From here, there are various settings you can customize.</p>
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<p id="docs-ai-summary-content">Access the Contact Center integration settings to customize ticket creation and call handling. Adjust ticket assignment, force ticket creation, and decide if customer details pop up before calls. Configure outbound call ticket creation and manage call recordings and transcripts, choosing between redacted or unredacted options. Tailor these settings to streamline your support processes and improve call management.</p>
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<div class="body">

<p class="p">Once your CloudFormation stack is updated to integrate with Zendesk, you can access the
Zendesk settings page from the left-side navigation bar of Contact Center. From here,
there are various settings you can customize.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="general_implementation_settings__ul_g33_tkc_jgc">
<li class="li"><a class="xref" href="#topic_ggr_pkc_jgc">Standard settings</a></li>
<li class="li"><a class="xref" href="#topic_n1s_1vb_jgc">Call details settings</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ggr_pkc_jgc">
<h2 class="title topictitle2" id="ariaid-title2">Standard settings</h2>
<div class="body">
<p class="p" dir="ltr">In this section you can review and edit details of the Zendesk integration
or click <strong class="ph b">Go to Zendesk</strong> to open your linked Zendesk account.</p>
<p class="p" dir="ltr"><img class="image" id="topic_ggr_pkc_jgc__image_erv_pjf_kgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_fri_1.png" width="650"></p>
<div class="p">This page contains the following settings:<ul class="ul" id="topic_ggr_pkc_jgc__ul_xkz_krd_jgc">
<li class="li">
<p class="p"><strong class="ph b">Ticket assignment behavior</strong></p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ggr_pkc_jgc__table_wpd_dpc_jgc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e82" style="vertical-align:top;">UI value</th>
<th class="entry cellrowborder" id="d52e85" style="vertical-align:top;">Contact attribute value</th>
<th class="entry cellrowborder" id="d52e88" style="vertical-align:top;">Behavior</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e82" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e85" style="vertical-align:top;">None</td>
<td class="entry cellrowborder" headers="d52e88" style="vertical-align:top;">A new ticket will be created after the Agent accepts
the call.<p class="p" dir="ltr">The ticket will be ‘popped’ to the
Agent.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e82" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e85" style="vertical-align:top;">ticket_assignment = true</td>
<td class="entry cellrowborder" headers="d52e88" style="vertical-align:top;">A new ticket will be created after the Agent accepts
the call.<p class="p" dir="ltr">The ticket will be ‘popped’ to the
agent.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e82" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e85" style="vertical-align:top;">ticket_assignment = false</td>
<td class="entry cellrowborder" headers="d52e88" style="vertical-align:top;">A new ticket will not be created after the Agent
accepts the call.<p class="p" dir="ltr">No ticket will be ‘popped’
to the Agent.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e82" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e85" style="vertical-align:top;">None</td>
<td class="entry cellrowborder" headers="d52e88" style="vertical-align:top;">A new ticket will not be created after the Agent
accepts the call.<p class="p" dir="ltr">No ticket will be ‘popped’
to the Agent.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e82" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e85" style="vertical-align:top;">ticket_assignment = true</td>
<td class="entry cellrowborder" headers="d52e88" style="vertical-align:top;">A new ticket will be created after the Agent accepts
the call.<p class="p" dir="ltr">The ticket will be ‘popped’ to the
Agent.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e82" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e85" style="vertical-align:top;">ticket_assignment = false</td>
<td class="entry cellrowborder" headers="d52e88" style="vertical-align:top;">A new ticket will not be created after the Agent
accepts the call.<p class="p" dir="ltr">No ticket will be ‘popped’
to the Agent.</p>
</td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">
<strong class="ph b">Force ticket creation</strong>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ggr_pkc_jgc__table_igk_ypc_jgc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e201" style="vertical-align:top;">UI value</th>
<th class="entry cellrowborder" id="d52e204" style="vertical-align:top;">Contact attribute value</th>
<th class="entry cellrowborder" id="d52e207" style="vertical-align:top;">Behavior</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e201" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e204" style="vertical-align:top;">None</td>
<td class="entry cellrowborder" headers="d52e207" style="vertical-align:top;">If a ticket isn’t created by default (see Ticket
assignment behaviour) the Agent will be made to create a
new ticket or link the call to an existing ticket before
they are able to close the call.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e201" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e204" style="vertical-align:top;">force_ticket_creation = true</td>
<td class="entry cellrowborder" headers="d52e207" style="vertical-align:top;">If a ticket isn’t created by default (see Ticket
assignment behaviour) the Agent will be made to create a
new ticket or link the call to an existing ticket before
they are able to close the call.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e201" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e204" style="vertical-align:top;">force_ticket_creation = false</td>
<td class="entry cellrowborder" headers="d52e207" style="vertical-align:top;">An Agent can end a call irrespective of whether or
not a ticket has been associated to the call.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e201" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e204" style="vertical-align:top;">None</td>
<td class="entry cellrowborder" headers="d52e207" style="vertical-align:top;">An Agent can end a call irrespective of whether or
not a ticket has been associated to the call.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e201" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e204" style="vertical-align:top;">force_ticket_creation = true</td>
<td class="entry cellrowborder" headers="d52e207" style="vertical-align:top;">If a ticket isn’t created by default (see Ticket
assignment behaviour) the Agent will be made to create a
new ticket or link the call to an existing ticket before
they are able to close the call.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e201" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e204" style="vertical-align:top;">force_ticket_creation = false</td>
<td class="entry cellrowborder" headers="d52e207" style="vertical-align:top;">An Agent can end a call irrespective of whether or
not a ticket has been associated to the call.</td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">
<strong class="ph b">Pop customer or ticket details before accepting the call</strong>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ggr_pkc_jgc__table_ywb_crc_jgc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e307" style="vertical-align:top;">UI value</th>
<th class="entry cellrowborder" id="d52e310" style="vertical-align:top;">Contact attribute value</th>
<th class="entry cellrowborder" id="d52e313" style="vertical-align:top;">Behavior</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e307" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e310" style="vertical-align:top;">None</td>
<td class="entry cellrowborder" headers="d52e313" style="vertical-align:top;">A ticket or the customer profile will be displayed to
the Agent prior to them answering/accepting the call.<p class="p" dir="ltr">The zendesk_ticket_id attribute must be
set on the ticket for this to work.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e307" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e310" style="vertical-align:top;">pop_incoming = true</td>
<td class="entry cellrowborder" headers="d52e313" style="vertical-align:top;">A ticket or the customer profile will be displayed to
the Agent prior to them answering/accepting the call.<p class="p" dir="ltr">The zendesk_ticket_id attribute must be
set on the ticket for this to work.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e307" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e310" style="vertical-align:top;">pop_incoming = false</td>
<td class="entry cellrowborder" headers="d52e313" style="vertical-align:top;">A ticket or user profile will not be displayed to the
Agent prior to them accepting the call.<p class="p" dir="ltr">A
ticket or user profile may be displayed after the
Agent has accepted the call, depending on other
settings.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e307" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e310" style="vertical-align:top;">None</td>
<td class="entry cellrowborder" headers="d52e313" style="vertical-align:top;">A ticket or user profile will not be displayed to the
Agent prior to them accepting the call.<p class="p" dir="ltr">A
ticket or user profile may be displayed after the
Agent has accepted the call, depending on other
settings.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e307" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e310" style="vertical-align:top;">pop_incoming = true</td>
<td class="entry cellrowborder" headers="d52e313" style="vertical-align:top;">A ticket or the customer profile will be displayed to
the Agent prior to them answering/accepting the call.<p class="p" dir="ltr">The zendesk_ticket_id attribute must be
set on the ticket for this to work.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e307" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e310" style="vertical-align:top;">pop_incoming = false</td>
<td class="entry cellrowborder" headers="d52e313" style="vertical-align:top;">A ticket or user profile will not be displayed to the
Agent prior to them accepting the call.<p class="p" dir="ltr">A
ticket or user profile may be displayed after the
Agent has accepted the call, depending on other
settings.</p>
</td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">
<strong class="ph b">Create a ticket on every outbound call</strong>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ggr_pkc_jgc__table_ocx_stc_jgc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e425" style="vertical-align:top;">UI value</th>
<th class="entry cellrowborder" id="d52e428" style="vertical-align:top;">Contact attribute value</th>
<th class="entry cellrowborder" id="d52e431" style="vertical-align:top;">Behavior</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e425" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e428" style="vertical-align:top;">None</td>
<td class="entry cellrowborder" headers="d52e431" style="vertical-align:top;">A new ticket will be created and associated to the
call every time an outbound call is placed.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e425" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e428" style="vertical-align:top;">all_outbound = true</td>
<td class="entry cellrowborder" headers="d52e431" style="vertical-align:top;">A new ticket will be created and associated to the
call every time an outbound call is placed.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e425" style="vertical-align:top;">True</td>
<td class="entry cellrowborder" headers="d52e428" style="vertical-align:top;">all_outbound = false</td>
<td class="entry cellrowborder" headers="d52e431" style="vertical-align:top;">When placing an outbound call, a ticket will not be
created automatically.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e425" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e428" style="vertical-align:top;">None</td>
<td class="entry cellrowborder" headers="d52e431" style="vertical-align:top;">When placing an outbound call, a ticket will not be
created automatically.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e425" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e428" style="vertical-align:top;">all_outbound = true</td>
<td class="entry cellrowborder" headers="d52e431" style="vertical-align:top;">A new ticket will be created and associated to the
call every time an outbound call is placed.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e425" style="vertical-align:top;">False</td>
<td class="entry cellrowborder" headers="d52e428" style="vertical-align:top;">all_outbound = false</td>
<td class="entry cellrowborder" headers="d52e431" style="vertical-align:top;">When placing an outbound call, a ticket will not be
created automatically.</td>
</tr>
</tbody>
</table>
</div>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_n1s_1vb_jgc">
<h2 class="title topictitle2" id="ariaid-title3">Call details settings</h2>
<div class="body">
<div class="p" dir="ltr">This section defines the behavior of Call Transcripts and Recordings in
Zendesk from the Contact Center app and contains the following settings:<ul class="ul" id="topic_n1s_1vb_jgc__ul_wx3_2lc_jgc">
<li class="li">
<strong class="ph b">Provide a link to download the call recording:</strong> Select how call
recordings cabn be downloaded:<ul class="ul" id="topic_n1s_1vb_jgc__ul_v2t_hlc_jgc">
<li class="li">
<strong class="ph b">Redacted call recording:</strong> Important information, such as
credit card numbers, is redacted from the call recording.</li>
<li class="li">
<strong class="ph b">Unredacted call recording:</strong> The entire call recording can be
downloaded with no redactions.</li>
<li class="li">
<strong class="ph b">No call recording:</strong> The call transcript is not available to
download.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Call transcript:</strong> Select how call transcripts are downloaded:<ul class="ul" id="topic_n1s_1vb_jgc__ul_tnb_mlc_jgc">
<li class="li">
<strong class="ph b">Redacted call transcript:</strong> Important information, such as
credit card numbers, is redacted from the call transcript.</li>
<li class="li">
<strong class="ph b">Unredacted call transcript:</strong> The entire call transcript can be
downloaded with no redactions.</li>
<li class="li">
<strong class="ph b">No call transcript:</strong> The call transcript is not available to
download.</li>
</ul>
</li>
</ul>
</div>
<p class="p" dir="ltr"><img class="image" id="topic_n1s_1vb_jgc__image_akt_pkf_kgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lm_fri_5.png" width="600"></p>
</div>
</div>
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