Webex Setup Assist for Webex Contact Center Support Services

Webex Setup Assist for Webex Contact Center

Webex Setup Assist for Webex Contact Center Support Services

The guide is for customers who have purchased Webex Setup Assist for Webex Contact Center via specific solutions channels. To request technical support and services, refer to the applicable service descriptions at service descriptions, incorporated herein by reference.
Upon receipt of this document, customers are encouraged to familiarize themselves with the process. Taking a few proactive steps now to set up access can assist better if urgent technical support is needed.
If you have an urgent support request, please call TAC immediately for assistance. The Cisco TAC is staffed 24/7: Cisco Worldwide Contacts.

Prerequisites:

Valid Cisco.com User ID (CCO ID).
Registration is free and takes only 2 minutes, click here.

Note: Make sure to activate your Cisco profile by clicking on the confirmation link sent to your email.

Best Practices:

Guidelines can help you optimize your experience:

Provide an accurate problem description and problem details.
Have a network topology or high-level design specification handy.
Provide the output from show tech or relevant error message(s).
Provide steps to reproduce (if available).
Software version.
Get familiarized with using Cisco Self-Service tools.
Subscribe to the Cisco Support Notification Service to receive the latest updates about your software and products.
Monitor case progress through the Technical Support Mobile Application or support.cisco.com.
Capture all email communication with Cisco TAC by copying your emails to attach@cisco.com and including your service request (SR) number in the subject field.
Review Cisco Severity and Escalation guidelines.
To open a case for a Move, Add, Change, or Delete (MACD) review the information in the next section.

Webex Contact Center Setup Assist MACD Guidance
Webex Contact Center Moves, Adds, Changes, and Deletes (MACD) guidance is provided with Solution Support and Premium Support. MACD guidance requests can be placed Online, by Phone Email, or by Mobile App. MACD guidance can be used to achieve quicker outcomes for minor changes or limited customer impact.

Solution Support MACD Guidance:
Cisco will make a commercially reasonable best effort to complete a request for guidance according to standard TAC SLA.
MACD guidance requests can be addressed by email, video tutorials, or a scheduled Webex meeting.
The customer should be ready to provide all the information required (Pre-Requisites) to fulfill the MACD guidance request.

Below are examples of what customers can expect Cisco support for:

Control Hub Contact Center MACD Guidance

MACD Guidance	Pre-Requisites
Manage Users Activation Email for new user Resend Activation Email Manage CC User licenses Modify CC User Details Deactivate CC User	User Details Email User ID User Details Info User Privileges Required The requester needs to have a proper level of authorization to request the changes.

Webex Contact Center Administration portal MACD Guidance

MACD Guidance

Pre-Requisites

Enable user as CC center agent.
Create and modify user, agent, skills, and multimedia profiles.
Create and modify teams.
Create and modify sites.
Agent & Users mapping to sites, team, and profiles.

User Details

Email
User ID

Site names

Names of skills
Details on skills.definitions teams
Profiles (agent & users)
Usernames

Call Management MACD Guidance

MACD Guidance

Pre-Requisites

Create an entry point and map it to the configured dialed number.
Create a routing strategy (R/S) and map it to the existing flow.
Create a queue and assign it to an existing Skill-based or Longest Available Agent strategy.

Names of entry points, details of dialed numbers.

Time Schedule for Routing Strategy (R/S) configuration requires time zone if the specific tenant time zone is needed should be called out. Routing flow to execute the task.

Queue configuration requests will require these parameters.

Service Level Threshold
Maximum Time in Queue
Default Music in Queue
Teams’ details and the order should be in the distribution group

Out dial Management MACD Guidance

MACD Guidance	Pre-Requisites
Create, edit, and delete out dial ANI.	ANI Number

Bulk Operation MACD Guidance

MACD Guidance	Pre-Requisites
The bulk process to create, modify and delete fields of the entities.	Accurate CSV or zip file Details are available at Click here.

MACD Guidance Services Out of Scope

The following request is out of scope and cannot be managed through MACD Guidance Requests.

MACD Guidance	Request Out of Scope
Control Hub	Webex Calling Service and associated settings. Telephony Settings – Add Numbers in Webex Calling Service. Add/modify Dialog flow Agent. Contact Center Connectors. Digital Channel set up other resources.
Contact center Management portal	Webex CC Tenant Provisioning specific settings. Call flow development and updates. Create and edit routing flows. Business Rules. Dial Plan.
UC and PSTN	Telephony and PSTN Settings. Agent Devices. Customer Premise Equipment.
Contact Center Add-Ons	WFO. Outbound Campaigns. Google CCAI.

Open a Support Case:

ONLINE: Open a case online.
- Best for non-urgent issues (Severity 3 or 4)
- Use the below steps to initiate your case:

Phone Worldwide contacts list.
- Recommended for urgent network down issues (Severity 1 or 2).
Email tac@cisco.com.
- Always include in your email your valid Cisco.com User ID (CCO ID), and customer, and contract info information.
Mobile App Downloads.

Additional resources: