Webex Contact Center Documentation
This central repository streamlines your Webex Contact Center setup and deployment. It guides you through the entire process, from initial configuration to launch.
We recommend that partner administrators refer to the relevant documents mentioned here to successfully perform the tasks listed below:
Ordering and Provisioning
-
To place a Webex Contact Center Order on Cisco Commerce Workspace (CCW), see the Cisco Webex Contact Center Ordering Guide and the Cisco Collaboration Flex Plan Contact Center Ordering Guide in the Cisco Collaboration Ordering Guides page.
-
To provision a Webex Contact Center tenant for a CCW Order, see the Create a Webex Contact Center Order for a Customer article.
-
To set up a customer organization for Webex Contact Center, see the Get Started with Webex Contact Center article.
Customer Experience
-
To set up entry points and mapping with dial numbers, see the Set up channels article.
-
To create an inbound or an outdial queue, see Manage queues article.
-
To set up and manage business hours for Webex Contact Center, see the Set up business hours for Webex Contact Center article.
User Management
-
To understand the administrative roles and privileges of Webex Contact Center, see the Webex Contact Center Administrator Roles and Privileges article.
-
To add users and license entitlements, see the Ways to Add Users for Webex Contact Center article.
Tenant Settings
-
To manage general, security, voice, digital, and desktop settings in Webex Contact Center, see Tenant Settings article.
Feature Setup
Although partner administrators can execute the initial contact center setup, we recommend that customer administrators and supervisors be trained to execute the day-to-day contact center management tasks.
-
To refer to end-user guides, see:
-
To configure a Voice channel, see this article:
-
To create a Chat Template or Virtual Agent, see these articles:
-
To configure connectors, see this article:
-
To install and configure CRM Connectors in Webex Contact Center, see:
-
To install and configure CRM Connectors in Webex Contact Center 1.0, see:
-
To build API integrations and access API documentation, see:
Bulk Operations in Webex Contact Center
-
To create, modify, import, or export configuration objects using Bulk Operations in Webex Contact Center, see the Bulk Operations in Webex Contact Center article.
-
To define the CSV file while using Bulk Operations in Webex Contact Center, see the CSV Definition for Bulk Operations in Webex Contact Center article.
Upgrade from Classic platform to Next Generation platform
-
To upgrade from Classic platform to Next Generation platform, see the Upgrade from Classic platform to Next Generation platform article.
Upgrade from Legacy Platforms to Webex Contact Center
-
To upgrade from Webex Contact Center 1.0 to Webex Contact Center, see the Upgrade from Webex Contact Center 1.0 to Webex Contact Center article.
-
To migrate from Customer Journey Platform (R10) and CC-One (R9) releases to Webex Contact Center, see the Migrate from Customer Journey Platform (R10) and CC-One (R9) releases to Webex Contact Center article.
