Get started with Webex Contact Center

Set up services for trials and subscription orders

A partner or a customer administrator can set up services for trials and subscription orders. Services setup wizard experience is the same for the trial and subscription provisioning flows. We recommend that partners complete these steps before handing over the account to customer administrators.

You can use any supported browser to access Control Hub.

Partner Administrator Access

For Trials: When you set up a new trial using the Start New Trial wizard, after you provide the information to start the trial, the final screen displays "Your trial is ready. Do you want to set up the services for the customer?".

Click Yes to continue to set up services for the customer.
For Subscription Orders: When you create a Webex Contact Center Order using the Order Set-Up wizard, after you specify the order information, the final screen displays "Thank you. The order has been mapped correctly".

Click Next to continue to set up services for the customer.

Customer Administrator Access

For Trials and Subscription Orders: When the trial starts or the subscription order is successfully mapped, the customer administrator receives a Welcome email on the email address that is specified in the Start Trial wizard or Order Set-Up wizard.

Do the following to access the customer administrator account on Control Hub:

1	Open the Welcome email.
2	Click the Get Started link in the email.
3	Enter the password and click Save & Sign In.
4	Accept the Terms of Service to access your Control Hub account.

Services setup wizard

After a contact center trial or subscription starts, access the Services setup wizard to configure the contact center tenant using the Control Hub URL https://admin.webex.com/.

The wizard appears each time a partner or customer administrator accesses the Control Hub, until the setup is completed successfully.

On the Summary page, review the contact center license information and click Setup now.

On the Calling Setup page, review the SIP address name of your organization and click Next.

You can modify the SIP address name if necessary. For more information, see the article Webex SIP Addresses in Control Hub .
You can configure the Webex Calling services for your organization if necessary. For more information, see the article Configure Webex Calling for your organization .

On the Contact Center Settings page, do the following:

Choose the country of operation from the Country or region drop-down list and click Save.

By default, the country of operation is same as the country that is chosen in the Order Mapping wizard.

Webex Contact Center creates the tenant in the appropriate data center based on the country of operation. For the list of countries and the corresponding data center mapping, see the article Data Locality in Webex Contact Center .

If an incompatible location message appears after you click Save, contact Cisco Solution Assurance for support.

On the Confirm Country of Operation popover, click Confirm.

You can't change the country of operation for Webex Contact Center after you click confirm.

In the Setup your Contact Center Tenant Timezone section, from the Timezone drop-down list, choose a time zone.

By default, Webex Contact Center selects a time zone based on the region that your contact center operates from.

In the Webex Contact Center Platform section, choose a contact center platform.

One or more Webex Contact Center platform options are available based on the country of operation you choose. For subscription orders, choose the default platform unless instructed otherwise by the Cisco Solution Assurance contact.

In the Webex Contact Center Telephony section, based on the platform you choose, select the applicable telephony option and click Next. See the table below for the telephony options available for various platforms.

The Real Time Media Service (RTMS) voice platform is available only for new customers who plan to provision their contact center in the United States of America and Australia regions.
If you order the Cisco PSTN for Contact Center add-on (only for the United States of America), Webex Contact Center automatically applies the telephony option. This option isn't applicable for a trial tenant.

The following table summarizes the platform and telephony options applicable for each country of operation:

Region

Country of Operation

Platform Options

Webex Contact Center Telephony Option

North America

United States of America

Default Platform (Webex Contact Center): Click this option for subscription orders.

Webex Contact Center PSTN (if ordered)
Voice POP Bridge
Webex Calling

Controlled GA New Platform (Webex Contact Center): Click this option to provision a contact center tenant using the new Real Time Media Service (RTMS) for voice and media processing. Choose this option only if instructed by your Cisco Solution Assurance contact.

Voice POP

Canada

Default Platform (Webex Contact Center 1.0): Click this option for subscription orders.

Voice POP

Controlled GA New Platform (Webex Contact Center): For trials only.

Voice POP Bridge
Webex Calling

LATAM

Default Platform (Webex Contact Center): Click this option for subscription orders.

Voice POP Bridge
Webex Calling

EMEAR

All countries

Default Platform (Webex Contact Center): Click this option for subscription orders.

Voice POP Bridge
Webex Calling

APJC

All countries except Japan

Default Platform (Webex Contact Center): Click this option for subscription orders.

Voice POP Bridge
Webex Calling

The RTMS voice platform is applicable for Australia region (country of operation selected as Australia) only.

Voice POP

Japan

Default Platform (Webex Contact Center): Click this option to provision a contact center tenant using the new Real Time Media Service (RTMS) for voice and media processing. Choose this option only if instructed by your Cisco Solution Assurance contact.

Features like Webex Connect, Contact Center AI, and Campaign Management are not available for Japan location.

Voice POP

On the Review page, review the details of the subscription and click Submit. To change the service configuration options, click Go back and edit.

To download the summary of the order, click Download Order Summary.

Click Close.

After the Services Setup wizard completes, the Contact Center service is available in the customer organization.

What to do next

After the contact center setup is successful for your organization, navigate to Contact Center > Settings > General and review the Webex Contact Center Platform Details field on Control Hub.

If the Webex Contact Center Platform Details field displays New Platform, see the Set Up Voice Channel for Webex Contact Center article and the Cisco Webex Contact Center Voice Onboarding Guide to setup voice options for your Webex Contact Center tenant.
If the Webex Contact Center Platform Details field displays 1.0, see the Cisco Webex Contact Center 1.0 Voice Onboarding Guide to setup voice options for your Webex Contact Center tenant.

Set up Webex Contact Center

On the Control Hub home screen, navigate to Contact Center > Settings.

In the Settings tab, click Set Up Cisco Webex Contact Center.

If the customer requires Webex Contact Center chat services, ensure that the customer administrator logs in to this page and clicks Set Up Cisco Webex Contact Center to set up chat services.

What to do next

Your tenant configuration is complete. Now, you can configure the following features for this tenant:

Add users for Webex Contact Center using the Ways to Add Users for Webex Contact Center article.
Set up voice options using the Set Up Voice Channel for Webex Contact Center article.
Set up chat using the Configure a Chat Template for Webex Contact Center article.
Set up email using the Create a Routing Strategy topic in the Cisco Webex Contact Center Setup and Administration Guide or Cisco Webex Contact Center 1.0 Setup and Administration Guide.