Was this article helpful?
Thanks for your feedback.
Open TAC Cases for Webex Contact Center - New and Easy Way
Feedback?This article describe the steps needed to open a service ticket with Webex Contact Center (WxCC) technology through support case manager.
Contributed by Anuj Bhatia, Cisco TAC Engineer.
Prerequisites
Requirements
Cisco recommends that you have the appropriate Cisco ID (CCO ID) with a valid support contract to access the Support Case Manager Portal.
Components Used
The information in this document is based on support case manager utility and not based on specific hardware.
The information in this document was created from the devices in a specific lab environment. All the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Process
- On cisco.com in the Support & Learn section navigate to Contact Support and use the option Open a new Case:
- System prompts for CCO user details for authentication and authorization of valid support contract. Successful authorization loads the Support Case Manager application page with the option Open New Case.
- In the Open New Case creator case flow, select Webex as the product, and in the category, select Contact Center.
- Selecting the Contact Center option brings up a drop-down menu showcasing all the possible sub-technologies present in the Webex Contact Center environment.
- Depending on the issue, choose the desired sub-technology, select the organization mapped to your CCO user profile, and click the Open Case button.
- A case creation form opens up where a partner or a customer can choose these parameters as per the present situation and requirement.
- Severity: Depending on the issue and business impact, an appropriate severity option can be selected.
- Problem Description: A free-form editor with a 32K character limit is present, where a detailed description of the issue with examples and customer organization ID information can be provided.
- Contact Preference: Three ways TAC can reach out i.e. via Phone, Email, or virtual space through Webex. As per the need, a desired option can be selected and the phone and the email details can be provided.
- CC Recipients: This is an optional field where additional email addresses can be provided. All the recipients added in this field will be copied in all future communication belonging to this service request.
- Severity: Depending on the issue and business impact, an appropriate severity option can be selected.
- After the form is completed, the Submit Case option will create the service request and ensure the request reaches the right resource in the technical assistance center.
Video
The same is explained in a demo video HERE
Was this article helpful?
