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Overview

Getting Started with Cloverhound Cloud

Welcome to Cloverhound Cloud! This guide will walk you through the initial setup process and help you integrate your Webex environment with our platform. Whether you're managing a small team or a large contact center, we'll make sure you have everything configured correctly.

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Sign up for Cloverhound Cloud here

Before You Begin​

System Requirements​

To ensure a smooth setup process, please verify that you have:

  • Active licenses for Webex Calling and/or Webex Contact Center
  • Administrator access to your organization's Webex Control Hub
  • A modern web browser (Chrome, Firefox, Safari, or Edge)

Required Permissions​

The integration uses the OAuth2 standard for secure authentication and authorization. You'll need a Webex administrator to approve the OAuth2 permissions during setup. The specific administrator roles required depend on which Cloverhound Cloud features you plan to use:

Feature-Specific Administrator Roles​

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Webex administrators cannot assign themselves roles. They must be assigned by another administrator.

  • Call Recording Access

    • Required Role: Compliance Officer
    • This role is necessary to access and manage call recordings

    In order to configure this role, the Webex administrator will need to go to:

    • Webex Control Hub
    • Users
    • Select the user that will be the Compliance Officer role
    • In the Summary tab, scroll down to the Administrator roles section:
Webex Administrator Roles Section
  • Then, in the Role assignments section, select the Compliance Officer role
Webex Compliance Officer Role

  • Call Detail Records (CDR)

    • Required Permission: Webex Calling detailed call history API access
    • This permission allows retrieval and analysis of call detailed records

    The steps to configure this role are similar to the steps mentioned above. What changes is the checkbox for the Webex Calling detailed call history API access.

Webex CDR Reporting API

  • Outbound Campaigns

    • Required Role: Contact Center Administrator
    • This role is needed to manage and execute outbound campaign operations

    The steps to configure this role are similar to the steps mentioned above. What changes is the checkbox for being a Contact Center admin.

Webex Contact Center Admin Role

Understanding the Integration​

Cloverhound Cloud works seamlessly with your Webex environment by integrating several key components:

  1. Authentication: We use Webex's secure authentication system, ensuring your team can easily access Cloverhound Cloud using their existing Webex credentials.

  2. Call Data Management: The platform supports collection and processing of the following data:

    • Detailed call records for comprehensive reporting
    • Call recordings for quality assurance and training
    • Real-time campaign data for outbound operations

  3. Campaign Management: Our integration enables you to run sophisticated outbound campaigns while maintaining compliance with contact regulations.

Initial Account Creation​

  1. Visit the Cloverhound Cloud signup page, here
  2. Click "Sign in with Webex to start"
Webex Signup
  1. Grant the necessary permissions when prompted
  2. Complete your organization profile with basic information:
    • Display name for the user
Webex Signup Organization

Basic Configuration​

General Settings​

There are a few settings that you can configure in the Cloverhound Cloud account settings.

  • Name: Organization name in Cloverhound Cloud
  • Displayed application name: Used to personalized the entities name in the operations module
  • Time Zone: Used in multiple places, such as the campaign schedule and operations schedule
Cloverhound Cloud Settings

Webex Settings​

The Webex settings are used to enable synchronization with your Webex environment:

  • Enable Webex End User sync: Pulls the information about the Webex end users
  • Enable Webex Calling CDR Feed: Collects the information of the Webex Calling CDRs
  • Enable Webex Calling Recording Feed: Downloads the call recordings from Webex
  • Enable Webex Calling Workspace Sync: Syncs the Webex Calling workspaces with Cloverhound Cloud
  • Enable Webex CC Wrap-up Code Sync: Syncs the Webex CC wrap-up codes with Cloverhound Cloud
  • Enable Area Code Timezone Detection: Detects the timezone of the area code of the Webex Calling users
Cloverhound Cloud Webex Settings

Next Steps​

After completing the initial setup, we recommend:

  1. Creating user accounts for your team members
  2. Setting up security groups with appropriate permissions

Getting Help​

If you encounter any issues during setup: