8x8 Contact Center Agent Availability Integration

The 8x8 Contact Center integration enables CallGrid to receive real-time agent availability updates from your 8x8 Contact Center environment. This integration uses 8x8's Real Time Statistics API to monitor agent status changes and route calls intelligently based on agent availability.

Prerequisites

Before setting up this integration, ensure you have:

• An active 8x8 Contact Center account with administrative privileges
• Access to your 8x8 Configuration Manager
• Your 8x8 platform subdomain (e.g., vcc-na4, vcc-eu1)
• A valid queue ID in your 8x8 Contact Center system

Configuration Steps

Step 1: Generate API Authentication Token

1. Log into your 8x8 Configuration Manager
2. Navigate to Integration → API Token
3. Next to Data Request Token, click New Token
4. Copy the generated token - this will be your Basic Auth Token

Step 2: Identify Your Platform Subdomain

Your 8x8 platform subdomain depends on your tenant's hosting location. Common subdomains include:

• vcc-na4 (North America)
• vcc-eu1 (Europe)
• vcc-ap1 (Asia Pacific)

You can find your specific subdomain in your 8x8 login URL.

Step 3: Locate Your Queue ID

1. In 8x8 Configuration Manager, go to Queues
2. Identify the queue you want to monitor for agent availability
3. Note the Queue ID (numeric value) - this will be used in the integration

Step 4: Configure CallGrid Integration

Phase 1: Basic Template Setup

1. Navigate to your CallGrid destination settings
2. Click the Webhook tab
3. Enable Webhook Integration
4. Enable Template Mode
5. Select 8x8 from the Agent Availability templates
6. Fill in the required fields:

Required Configuration Fields

Queue ID (Required)

• Enter your 8x8 queue ID (found in Configuration Manager → Queues tab)
• This identifies which queue to monitor for agent availability
• Example: 103

Platform Subdomain (Required)

• Enter your 8x8 platform subdomain without the full URL
• Common values: vcc-na4, vcc-eu1, vcc-ap1
• Example: vcc-na4

Basic Auth Token (Required)

• Paste the Data Request Token generated from your 8x8 Configuration Manager
• Format: TENANT_NAME:AUTH_TOKEN (will be Base64 encoded automatically)
• Example: TENANT_NAME:AUTH_TOKEN

7. Click Save Webhook to proceed to advanced configuration

Phase 2: Advanced Configuration (Optional)

After saving your basic template configuration, you'll be taken to the advanced configuration screen. The system automatically builds the webhook URL and authentication headers for you.

Acceptance Parsing

The most important setting is the acceptance criteria, which determines when calls should be sent to this destination.

Minimum Agent Threshold The system is pre-configured to check for available agents. You can adjust the minimum number of agents required:

• Value: 0 - Accept calls when any agents are available (default)
• Value: 1 - Accept calls when at least 2 agents are available
• Value: 2 - Accept calls when at least 3 agents are available
• Value: 3 - Accept calls when at least 4 agents are available

Simply change the number in the "Value" field to set your minimum agent requirement.

Testing Your Configuration

To test your integration:

1. Fill in your Queue ID, Platform Subdomain, and Basic Auth Token in the configuration boxes
2. Click Run Webhook
3. Verify the test passes and shows agent availability data
4. Confirm the acceptance parsing criteria work correctly

The test will show you real data from your 8x8 system and whether calls would be accepted based on your settings.

Advanced Configuration Examples

Example 1: Basic Available Agent Check

Acceptance Criteria:

• Condition: Greater Than
• Value: 0

This configuration accepts calls only when at least one agent is available to handle transactions.

Example 2: Multiple Agent Threshold

Acceptance Criteria:

• Condition: Greater Than
• Value: 2

This setup ensures calls are accepted when there are at least 3 available agents.

Example 3: Higher Capacity Requirements

Acceptance Criteria:

• Condition: Greater Than
• Value: 4

This configuration requires at least 5 available agents before accepting calls, ensuring adequate staffing for high-volume periods.

Troubleshooting

Common Issues

Authentication Failures

• Verify your Basic Auth Token is correct and current
• Ensure the token includes proper tenant name encoding
• Check that the token hasn't expired (regenerate if needed)

Invalid Platform Subdomain

• Confirm your subdomain matches your 8x8 login URL
• Check that you're using the correct regional subdomain
• Contact 8x8 support if uncertain about your platform location

Queue ID Not Found

• Verify the Queue ID exists in your 8x8 Configuration Manager
• Ensure the queue is active and has assigned agents
• Check that the queue supports the integration

Testing the Integration

To test your 8x8 integration:

1. Enter your Queue ID, Platform Subdomain, and Basic Auth Token in the configuration fields
2. Click Run Webhook button to test the connection
3. Verify the test passes and shows your queue's current agent data
4. Confirm the acceptance parsing works correctly with your agent threshold

The webhook test will connect to your 8x8 system in real-time and show you whether calls would be accepted based on your current agent availability and threshold settings.

Rate Limits and Considerations

• The 8x8 Statistics API updates every 10 seconds
• Data is cached by 8x8 for performance optimization
• Real-time updates may have slight delays (up to 10 seconds)

Support and Additional Resources

8x8 Documentation

• 8x8 Developer Hub
• Contact Center APIs
• Real Time Statistics API Guide

CallGrid Support

If you need assistance with this integration:

1. Check the CallGrid logs for error messages
2. Verify all configuration parameters
3. Contact CallGrid support with integration details