Use Webex Contact Center Desktop to seamlessly connect to your customers. The insight and collaboration tools for agents help you better meet your business goals. Use these steps to sign in.
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.
| ||||
3 |
Enter your password and click Sign In.
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.
| ||||
5 |
In the Dial Number radio button. section, enter a phone number that you use for inbound and outdial calls. By default, the system chooses the
| ||||
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.
| ||||
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. The team field is available only when you select the supervisor-and-agent role | ||||
10 |
Click Submit.
|
The task page appears upon successful login. 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 a blank background.
What to do next
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.
-
Click the Profile icon.
-
Click Try Again for user authentication under Collaboration Tools – Microsoft Teams in Profile Settings.
The user authentication status changes to Successful when authenticated.