8x8
This article outlines the credentials and permissions Capacity needs from your 8x8 environment to ingest call recordings and associated metadata for Conversation Intelligence. It also includes a step-by-step walkthrough for generating those credentials in the 8x8 Admin Console.
Overview
Capacity connects to 8x8 using an API "App" created in the 8x8 Admin Console. An App is a set of credentials scoped to specific 8x8 API products. Once created, the App's Client ID and Client Secret are shared with Capacity so we can pull call recordings and metadata on an ongoing basis.
Instructions for creating 8x8 API keys and setting permissions are maintained by 8x8 here: How to get API keys
Required API Products
The App created for Capacity must have access to the following 8x8 API products:
| API Product | Purpose |
|---|---|
| Call Recordings & Storage | Retrieval of call audio and recording metadata |
| Analytics for Contact Center | Contact center interaction and performance data |
| QM – API | Quality management data associated with recorded interactions |
Only a Super Admin, or an Admin user with both the API Keys (general) and Cloud Storage API (specific) permissions, can create or view these credentials.
Create App
- Open 8x8 Admin Console and go to Home > API Keys.
- Review the list of existing Apps and API keys already configured for your organization.
- Click Create App to open the app creation window.
- Give the App a name with no spaces, e.g. Capacity-Conversation-Intelligence
- Under API Products, select:
- Call Recordings & Storage
- Analytics for Contact Center
- QM – API
- Click Save. You'll be returned to the API Keys dashboard.
- Reopen the App by clicking its row.
- Click the eye icon next to Key to reveal it, and copy the value into a secure share.
- Click the eye icon next to Secret to reveal it, and copy the value into the same secure share.
- Click Cancel to close the App view without making changes.
What to Share with Capacity
| Item | Description |
|---|---|
| VCC or UC (or both) | Determines whether Capacity ingests via 8x8 Virtual Contact Centre, Unified Communications, or both. If both are in use, let us know whether you want recordings from all agents or only those routed through the Contact Centre. |
| Client ID / Key | Client ID generated for the App |
| Client Secret | Corresponding client secret for the App |
| Region | 8x8 region, e.g. us-west, us-east, uk |
| Time Zone | Default time zone, e.g. America/Los_Angeles, EST, GMT |
| Internal Calls | Let us know whether internal (agent-to-agent) calls should be included in ingestion or excluded. |
Always share credentials securely, never send as plain text in an email