When you sign in to Agent Desktop, the appearance depends on how the Webex Contact Center administrator has configured the layout. The Agent Desktop display size must be greater than 500 x 500 pixels (width x height). You must set your web browser zoom to 100% for the best experience with Desktop.

Before you begin

  • Ensure that your phone is ready to receive calls.

  • When you open Agent Desktop for the first time or when the cache is cleared, it can take a few seconds to load, depending on network speed and availability. If it fails to load, an error message appears, and you can share these details with your administrator.

  • You can’t access the Agent Desktop on multiple browsers or multiple tabs of the same browser window. A prompt message displays if you sign in to multiple instances, and switch between browsers or tabs. Click Continue in the prompt message to sign in on that browser window.

    If you click Continue while you're on a call, the interaction control pane takes a few seconds to load.

1

In the address bar of your browser, enter the URL provided by your administrator.

2

Enter your email address and click Sign In.

To change the selected email address, press the Alt+Left arrow (Windows) or Command-Left arrow (Mac).

3

Enter your password and click Sign In.

To retrieve a forgotten password, click Forgot Password, and enter the six-digit confirmation code sent to your email address.

If your administrator configures the default Dial Number (DN), the default DN is prepopulated in the Dial Number and Extension fields.

If your administrator restricts the DN to the default DN, you cannot edit the prepopulated DN when signing in to the Agent Desktop. The Dial Number and Extension fields are read-only. In this scenario, skip step 4 and step 5.

4

(Optional) Enter your email address and password to authenticate and sign in to your Microsoft Teams account. This step is valid if your administrator has not enabled Azure SSO authentication for your organization.

  • Microsoft Teams authentication window will not appear if your administrator has enabled Azure SSO authentication for your organization.

  • If you cancel the authentication or if the authentication fails, a warning icon and a notification message displays. You can authenticate through profile settings after signing into the Desktop. For more information, see Troubleshooting.

5

In the Station Credentials > Dial Number/Extension/Desktop section, enter a phone number that you use for inbound and outdial calls. By default, the system chooses the Dial Number radio button.

The sign in options — Dial Number, Extension, and Desktop are displayed based on provisioning options set by the administrator for your organization.

The Desktop option allows you to use your browser to handle voice interactions and requires no further input.

  • Check International Dialing Format.

    • Choose the country code based on your geographical location from the drop-down list. You can also enter a country code or country name to filter the list.

    • Enter the dial number. Dial numbers are validated based on the country code. The supported format is: Country code format: + [Country Code][Phone Number]. For example, <+120> 15532447

    • Select the country code from the drop-down and enter only the phone number.

      The International Dialing Format is checked, and the default value is +1.

  • Uncheck International Dialing Format to use another dial number format.

    • Enter the dial number. The supported formats are:

      • E.164 number format: [+][Country Code][Number]. For example, +11234567890

      • IDD (International Direct Dialing) format: [IDD][Country Code][Number]. For example, 01161123456789

6

(Optional) Click Extension to enter your Webex Calling extension. This option only applies if you are using a Webex Calling device.

7

(Optional) If you are using WebRTC (Web Real-Time Communications) as a calling capability, select the Desktop radio button.

WebRTC is a collection of communication protocols that enable real-time voice communication. This option is applicable only for Google Chrome browser. An error message appears when you sign in to the Desktop from browsers that aren't supported.

8

(Optional) Check Remember My Credentials to save your station credential details for future sign-ins.

9

Choose your team from the Team drop-down list, or use the search field to filter the list.

10

Click Submit.

If you checked Remember My Credentials, you may see a message that your credentials weren't saved. In this case, enter your details when you sign in again.

The task page appears upon successful sign-in. Your administrator can configure the task page to display an illustration as a background when you sign in. If the illustration isn't configured, the task page appears with blank background.

What to do next

When you’re ready to sign out, change your availability state to Idle, click the User Profile at the top-right corner, and click Sign Out. You can’t sign out if you are in an active conversation or in an ongoing monitoring task.

Sign-in issues: If you can't sign in to Desktop, ask your administrator to review the following:

  • Is your dial number invalid, registered, and unique to you?

  • Are your tenant, profile, skill, or agent permissions and settings correct?

  • Are there network or API issues?

Browser reload: If you can't restore your session due to a connection failure, session expiry, or local storage issues, reload your browser to refresh your session.

Banner message: A message appears as a banner at the top of the Desktop informing you that some features aren't available. When your administrator resolves the issue, reload your browser. When you reload the browser, the banner is removed, and all features are available.

Microsoft Teams authentication: Follow these steps to complete user authentication for Microsoft Teams.

  1. Click the Profile icon.

  2. Click Try Again for user authentication under Collaboration Tools – Microsoft Teams in Profile Settings.

The user authentication status changes to Successful when authenticated.