05._EXHIBIT_I-_SF_INTERFACES.xlsx
XLSX spreadsheet 26 KB Posted
- Attached to
- EDD RFP 3475 for Salesforce M&O
- Solicitation number
- 0000039456
- Issued by
- California
About this file
This document is a systems interface exhibit for the California Employment Development Department's Salesforce Maintenance & Operations support initiative, detailing the technical integration architecture across multiple platforms and applications. The file outlines comprehensive interface specifications for four primary systems: Contact Center Interfaces, myEDD Interfaces, ICC (Integrated Contact Center) Interfaces, and Work Share Interfaces, along with supporting applications including e-Dets. The Contact Center system includes 16 documented interfaces managing authentication, data migration, file transfers, and system synchronization functions with frequencies ranging from real-time on-demand to scheduled daily operations between 7:00 AM and 4:00 PM. The myEDD platform incorporates 20 interfaces supporting Single Sign-On authentication through multiple providers (SCP Okta, WorkspaceOne, and EntraID), user identity proofing, and data synchronization with external services including AWS Elastic, Akamai CDN, and Marketing Cloud. The ICC system manages Amazon Connect Computer Telephony Integration, API data exchanges for customer information and agent metrics, and knowledge management system connectivity, all operating on real-time or 15-minute scheduled intervals.
The Work Share and e-Dets systems complete the integration ecosystem with six and six interfaces respectively, including SSO provisions, batch job processing with external systems (UIO, CUBS, SCDB), document generation capabilities, and email communication management through Marketing Cloud. Communication protocols employed throughout the architecture include REST API, SFTP, OAuth, SAML, and Standard Salesforce SOQL Rest API, with interaction patterns characterized as internal, external, or bi-directional depending on system dependencies. Data flows encompass claimant information, knowledge articles, disposition codes, agent metrics, certification payments, PDF document retrieval, and email communications, with batch processing occurring at scheduled intervals such as Monday through Saturday at 8:00 PM for UIO updates and hourly for CUBS certification payments. The technical specifications indicate a mature, multi-layered integration strategy designed to support real-time customer service operations, secure authentication mechanisms, and data consistency across EDD's distributed systems environment.
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Other files
| File | Type | Posted |
|---|---|---|
| 01._EDD_RFP_3475_for_Salesforce_M_O.pdf | ||
| 03._EXHIBIT_B1-_BACKLOG.xlsx | XLSX spreadsheet | |
| 04._EXHIBIT_C-_COST_WORKBOOK.xlsx | XLSX spreadsheet | |
| 02._EXHIBIT_B-_FUNCTIONAL_AND_NON-FUNCTIONAL_REQUIREMENTS.xlsx | XLSX spreadsheet |
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Text version
Contact Center Interfaces
| System Name | Internal / External | Interaction Type | Direction (Inbound/Outbound/Bi-directional) | Purpose | Frequency/Trigger | Protocol/Method |
| SSO Integration | Internal | Authentication | Outbound | Users authenticate via Azure AD for secure SSO access to both Production and UAT environments. | Upon login to Salesforce | SSO (Azure AD) |
| Knowledge Article Migration | Internal | Data Migration | Outbound/Inbound | Migrates knowledge content between environments (e.g., Production to UAT). | Realtime on demand | Rest API |
| BICC Integration | Internal | Data Transfer | Outbound | Retrieves claimant data from Salesforce for processing in BICC. | 2:15 PM daily | API |
| SDIO Integration | Internal | Data Transfer | Outbound | Synchronizes Salesforce claimant data(Account and Claim Request) with SDIO for user activity records. | 12:00 AM (Delta Report); 12:15 AM (SDIO Integration) | API |
| SDIO Integration | External | Data Sync | Inbound | Transfers claimant data flagged with "No Response" status to Salesforce. | 1:30 PM - 4:00 PM daily | REST API |
| ICC Connector Knowledge REST API | Internal | Data Migration | Inbound | Retrieve the Knowledge Article in Salesforce. | Realtime on demand | REST API |
| Snowflake Integration (AWS Glue) | External | Data Integration | Outbound | TBD (Reports and data backup ) | To be confirmed | REST API |
| AWS Elastic Integration | External | Data Integration | Outbound | TBD (Event Monitoring ) | To be confirmed | REST API |
| MCPA Report Upload | Internal | File Transfer | Outbound | Shares MCPA reports with the UIO Team via SharePoint and FTP. | 7:00 AM | SFTP, File Transfer |
| MCPA File Processing | Internal | File Processing | Inbound | Processes MCPA files uploaded by the UIO Team. | Daily, after 2 PM (Deferred for the next day if late) | SFTP |
| Disqualification File Upload | Internal | File Transfer | Inbound | Processes weekly Disqualification File and updates the MCPA status. | Every Thursday | SFTP |
| Manually Processed File | Internal | File Transfer | Inbound | Processes manually handled claimants. | Every Friday | SFTP |
| MEU File Processing | Internal | Data Transfer | Inbound | Processes eligible population data to send out electronic applications. | 7:00 AM | SFTP |
| MEUC Report Upload | Internal | Data Transfer | Outbound | Sends claimant responses to UIO to maintain data consistency. | 7:00 AM | SFTP |
myEDD Interfaces
| System Name | Internal / External | Interaction Type | Direction (Inbound/Outbound/Bi-directional) | Purpose |
| SSO Integration SCP Okta SSO | External | Authentication | Outbound | Users Authenticate MyEdd using SCP wia ICAM |
| SSO Integration Edd Portal | Internal | Authentication | Outbound | Users Authenticate MyEdd using WorkspaceOne (Not using currently ) |
| SSO Integration EntraID SSO | Internal | Authentication | Outbound | Internal user login with this EntraID (MS) |
| CISL Integration | Internal | Data Integration | Outbound | User data ( Create user ,Update Email,Password update,Factor,Security Quesiton) will sync to DPO DB |
| Gateway Integration | External | Data Integration | Outbound | Invoked to end session in UIO,SDIO |
| Force End Session | Internal | Data Integration | Outbound | Elastic invoked SCP to force end session |
| Marketing Cloud Integration | Internal | Data Integration | Inbound | All the email communications from MyEdd will send from Marketing cloud |
| AWS Elastic Integration | External | Data Integration | Inbound | All user logins and logout of SCP will monitore in AWS Elastic |
| Precisely | External | Data Integration | Outbound | Address Normalization |
| Socure ID + | External | Data Integration | Outbound | Use for user ID Proofing |
| AWS Glue | Internal | Data Integration | Inbound | Use to injust ID Proofing Data into snowflakes |
| Akamai CDN | External | Content Delivery Network | CDN | SCP Optimize page load times and site performance with CDN Akamai |
| ICAM (OKTA) Integration | ||||
| Authentication | External | Data Integration | Outbound | Okta Authenticate Service |
| User Creation | External | Data Integration | Outbound | Okta User Creation |
| User Activation | External | Data Integration | Outbound | Okta User Activation |
| User Suspend | External | Data Integration | Outbound | Okta User Suspend |
| User Deactivate | External | Data Integration | Outbound | Okta User Deactivate |
| User UnLock | External | Data Integration | Outbound | Okta User UnLock |
| Password Policies | External | Data Integration | Outbound | Okta Password Policies |
| Reset Password | External | Data Integration | Outbound | Okta Reset Password |
| Reset Password Migrated Use | External | Data Integration | Outbound | Okta Reset Password Migrated Use |
| Factor | External | Data Integration | Outbound | Okta Factor (email,phone) |
| Resend | External | Data Integration | Outbound | Okta Resend |
| List User | External | Data Integration | Outbound | Okta List User |
| Admin API Integration | ||||
| blockuser | Internal | Data Integration | Inbound | Block / Release user through Admin utility |
| emailchange | Internal | Data Integration | Inbound | Change Email functionality through Admin Utility |
| passwordreset | Internal | Data Integration | Inbound | Reset Password through Admin utility |
| endusersession | Internal | Data Integration | Inbound | force end session in okta |
| OCP Services Integration | ||||
| STATUS GET API | Internal | Data Integration | Inbound | LOBs can retrieve the ID proofing status of a user by making a GET API call status |
| POST API | Internal | Data Integration | Inbound | When a new identity proofing process is required, the LOB system initiates this by calling Post service |
| Details GET API | Internal | Data Integration | Inbound | The Admin Utility utilizes a GET API call to the SCP to obtain detailed information about a user's ID proofing |
ICC
Interfaces
| System Name | Internal / External | Interaction Type | Direction (Inbound/Outbound/Bi-directional) | Purpose | Frequency/Trigger | Protocol/Method |
| AWS | External (InterVision AWS Instances) | Amazon Connect Computer Telephony Integration (CTI) Adapter Managed Package | Inbound | The purpose of the Amazon Connect CTI Adapter for Salesforce is to enable seamless integration between Amazon Connect, a cloud-based contact center service, and Salesforce Service Cloud, a CRM platform. This integration allows agents to access customer information and telephony features directly within their Salesforce environment, enhancing customer service interactions and streamlining workflows | Real-time | Amazon Connect CTI |
| AWS | External (InterVision AWS Instances) | API | Inbound | The purpose of this API is to push the data into salesforce that is collected from Customer in IVR and data returned from API as well. | Real-time | Standard Salesforce SOQL Rest API |
| AWS | External (InterVision AWS Instances) | API | Outbound | The purpose of this API is to pull the agent entered disposition code into AWS. | Real-time | Standard Salesforce SOQL Rest API |
| AWS | External (InterVision AWS Instances) | API | Inbound | The purpose of this API is to push the data into salesforce that is related to agent metrics (No. of Inbound calls, No. of Outbound calls, Average Handle Time etc..) | Scheduled for every 15 min | Standard Salesforce SOQL Rest API |
| Salesforce KMS system | Internal (EDD Cloud – Salesforce) | API | Inbound | The purpose of this Integration is to pull the KMS articles from Salesforce KMS system and display in ICC system. | Real-time | OAuth Integration using Connected App |
| EDD App Store | Internal (EDD Cloud) | SSO – Self signed certificate | Inbound | The purpose of this Integration is to provide Singe Sign On access to agents from EDD App Store | Real-time | SSO |
| Snowflake (AWS Glue) | Internal | API | Outbound | AWS Glue connects to the SF instance to pull all data for ingestion to Snowflake | Real-time | Standard Salesforece SOQL Rest API |
Work Share Interfaces
| System Name | Internal / External | Interaction Type | Direction (Inbound/Outbound/Bi-directional) | Purpose | Frequency/Trigger | Protocol/Method |
| EDD App Store | Internal (EDD Cloud) | SSO – Self signed certificate | Inbound | The purpose of this Integration is to provide Single Sign On access to agents from EDD App Store | Real-time | SSO |
| UIO | External | Batch Job | Bi-directional | Update the status of the plan, claim and certifications | Monday – Saturday at 8.00 PM | Rest API |
| Nintex | Managed Package | N/A | N/A | Document Generation | On demand | N/A |
| CUBS | External | Batch Job | Bi-directional | process certification payment for claimants | Every one Hour | Rest API |
| SCDB | External | Batch Job | Outbound | Authenticate claimant | Every day at 6.15 AM | Rest API |
| Scan Queue | External | Batch Job | Inbound | Pushing the 4511 & 4581 certificate to SF system from scan queue server | Every day at 3.00 PM | Rest API |
| DMS / Scan Queue | Internal | Batch Job | Inbound | Retrieve 4511 & 4581 PDFs from DMS system and store on Scan Queue server | Every day at 1:00 PM | SFTP |
| Snowflake (AWS Glue) | Internal | API | Outbound | AWS Glue connects to the SF instance to pull all data for ingestion to Snowflake | Real-time | Rest API |
e-Dets Interfaces
| System Name | Internal / External | Interaction Type | Direction | Purpose | Frequency/Trigger | Protocol/Method |
| (Inbound/Outbound/Bi-directional) | ||||||
| Entra | Internal | API | Bi-directional | Used for Single sign on | As needed / Realtime | SAML |
| CUBS (w/ E-DETS) | Internal | API | Inbound | Create E-Det Request/Case Interface | As needed / Realtime | REST |
| CUBS (w/ E-DETS) | Internal | API | Outbound | Update E-DET Status Interface | As needed / Realtime | REST |
| CUBS (w/ E-DETS) | Internal | API | Outbound | Additional E-DET Request Interface | As needed / Realtime | REST |
| CUBS (w/ E-DETS) | Internal | API | Inbound | E-DET Data Synchronization Interface | Daily / Realtime | REST/Multi-part |
| Marketing Cloud | External | API | Bi-directional | Sends emails, updates e-Dets solution when email is sent. | As needed / Realtime | Marketing Cloud Connect Managed Package |
| Snowflake (AWS Glue) | Internal | API | Outbound | AWS Glue connects to the SF instance to pull all data for ingestion to Snowflake | Real-time | REST |
File details come from the government source that posted it. Updated .