How do I integrate with RedBox?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Enables the Integrations menu and the RedBox integration tile |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to authenticate, configure, and manage the RedBox integrationManage Users — to populate the 3rd Party ID field on each agent before importing recordings
Adding Agents and Configuring the 3rd Party ID Field
Before setting up the Red Box integration, set up your users in evaluagent following the Add New User guide.
To avoid confusion once the import process begins, set the 3rd Party ID for each agent. This field is accessible under Advanced Settings when adding a user within evaluagent and should be populated with the agent's Extension as held within RedBox.
If the Extension isn't available within Red Box, the following Red Box fields can be used as the unique identifier:
agentId, agentName, channelName, extensionName, traderName, traderId, extension, console, callerNumber, callerName, calledNumber, calledName, calledName2
Setting Up the Integration
Go to Conversations > Integrations > Platforms tab > select the RedBox tile.
Authentication
Following the navigation will take you to a screen where you'll be prompted to enter the following details, which can be obtained via your Red Box account manager.
You'll need these four pieces of information:
HTTPS URL of the RedBox API
Port (default is 14443)
Username for the API
Password for the API