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In this article
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Introduction to Webex Contact Center
    Webex Contact Center Overview
      About Sites, Teams, Entry Points, and Queues
        Webex Contact Center Management Portal
          Webex Contact Center Modules
            About Time Zones
              PCI compliance
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              Get Started with Webex Contact Center
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                System Requirements
                  Supported Browsers for Management Portal
                  Domain Access Required for Desktop
                System Limits in Webex Contact Center
                  Sign in to Management Portal
                    About Management Portal Components
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                      About Dashboards
                        Entry Point - Site Level Dashboard
                        Contact Center Overview - Historical
                      Change User Interface Colors
                        Create a Custom Theme
                          View and Regenerate Your API Key
                            Access Audit Trail Reports
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                            Provisioning Webex Contact Center Resources
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                              Tenant Settings
                                General Settings
                                Desktop settings
                                Provisioning
                                Settings
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                              Entry Points and Queues
                                Create an Entry Point
                                View the Details of an Entry Point
                                Edit an Entry Point
                                Copy an Entry Point
                                Create an Outdial Entry Point
                                View the Details of an Outdial Entry Point
                                Edit an Outdial Entry Point
                                Copy an Outdial Entry Point
                                Create a Queue and an Outdial Queue
                                View the Details of a Queue or an Outdial Queue
                                Edit a Queue or an Outdial Queue
                                Copy a Queue or an Outdial Queue
                                Deactivate an Entry Point or a Queue
                                Activate an Entry Point or a Queue
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                              Sites
                                Create a Site
                                View the Details of a Site
                                Edit a Site
                                Deactivate a Site
                                Activate a Site
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                              Teams
                                Create a team
                                View a team
                                Edit a team
                                Deactivate a team
                                Activate a Team
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                              Users
                                View the Details of a User
                                Edit a User
                                Export Items Provisioned for a User
                                Revoke API Key for a User
                                Update and Upload Agent Template
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                              User Profiles
                                Manage a User Profile
                                View the Details of a User Profile
                                Edit a User Profile
                                Deactivate a User Profile
                                Activate a User Profile
                                Copy a User Profile
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                              Work Types
                                Create a Work Type
                                Edit a Work Type
                                Deactivate a Work Type
                                Activate a Work Type
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                              Auxiliary Codes
                                Create Idle or Wrap-Up Codes
                                Edit Idle or Wrap-Up Codes
                                Delete Idle or Wrap-up Codes
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                              Desktop Profiles
                                Create a Desktop Profile
                                View the Details of a Desktop Profile
                                Edit a Desktop Profile
                                Copy a Desktop Profile
                                Deactivate a Desktop Profile
                                Activate a Desktop Profile
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                              Address Books
                                Create an Address Book
                                Edit an Address Book
                                Delete an Address Book
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                              Outdial Automatic Number Identification (ANI)
                                Create an Outdial ANI
                                Edit an Outdial ANI
                                Delete an Outdial ANI
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                              Dial Plans
                                Regular expression for the default US dial plan
                                Regular expression for the default Any Format dial plan
                                Create a Dial Plan
                                Edit a Dial Plan
                                Delete a Dial Plan
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                              Global Variables
                                Create a Global Variable
                                Edit a Global Variable
                                Deactivate a Global Variable
                                Activate a Global Variable
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                              Multimedia Profiles
                                Create a Multimedia Profile
                                View the Details of a Multimedia Profile
                                Edit a Multimedia Profile
                                Deactivate a Multimedia Profile
                                Activate a Multimedia Profile
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                              Desktop Layout
                                Create a Desktop Layout
                                View a Desktop Layout
                                Edit a Desktop Layout
                                Copy a Desktop Layout
                                Deactivate a Desktop Layout
                                Activate a Desktop Layout
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                              Skill Definitions
                                Create a Skill Definition
                                Edit a Skill Definition
                                Deactivate a Skill Definition
                                Activate a Skill Definition
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                              Skill Profiles
                                Create a Skill Profile
                                Edit a Skill Profile
                                Copy a Skill Profile
                                Delete a Skill Profile
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                              Threshold Rules
                                Call Metrics
                                Agent Metrics
                                Create a Threshold Rule
                                Copy a Threshold Rule
                                Edit a Threshold Rule
                                Deactivate a Threshold Rule
                                Activate a Threshold Rule
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                              Entry Point Mappings
                                Map an Entry Point
                                Edit Dial Number to Entry Point Mappings
                                Delete Dial Number to Entry Point Mappings
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                              Reports for the Provisioned Items
                                Manage Reports for the Provisioned Items
                              Delete inactive objects permanently
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                              Business Rules
                                About Business Rules Engine
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                                Contact Routing
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                                  About Contact Routing
                                    About Skills-based Routing
                                    Routing of Parked Contacts
                                    Set Up Skills-Based Routing
                                    Agent-based Routing
                                    About global routing overrides
                                  Configure Multimedia Profiles
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                                    Working with Resource Files
                                      Upload an Audio Resource File
                                      Edit an Audio Resource File
                                      Play or Download a .wav File
                                      Update a Resource File
                                      Copy a Resource File
                                      Export References to a Media File
                                      Create a Predefined Email Template
                                      Configure a Predefined Chat Template
                                      Create a Predefined Chat Response
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                                    Configure Routing Resources
                                      About Team Types
                                      View routing strategies for an entry point or queue
                                      View the current routing strategies
                                      View routing strategies by time zone
                                      Create a routing strategy
                                      Modify a Routing Strategy
                                      Routing Strategies Deletion and Restoration
                                      Audio on Hold
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                                    Working with Global Routing Overrides
                                      View global routing overrides
                                      Create global routing overrides
                                      Edit a global routing override
                                      Global routing override parameters
                                      Delete a global routing override
                                      Restore or permanently delete a global routing override
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                                  Working with Flow Designer
                                    Flow Designer
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                                    Call Monitoring
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                                      Monitor Calls
                                        Monitoring Overview
                                        Monitor Calls
                                        Coach an Agent
                                        Barge in on a Call
                                        Viewing Call Monitoring Information
                                        Working with Monitoring Schedules
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                                    Call Recording
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                                      Call Recording
                                        Segment Recording
                                      Create or Edit a Recording Schedule
                                        Deleting a Recording Schedule
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                                        Recording Management
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                                          About Recording Management
                                            Stereo Recording
                                          Search for and Play Recordings
                                            Assign and Remove Tags
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                                              Search Attributes
                                                Create and Export Tags
                                            Digital Channels
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                                              Transfer Outdial Calls to Queue
                                                Map the Outdial Transfer to Queue Entry Point to a DN
                                                  Transfer an Outdial Call to a Queue on the Agent Desktop
                                                    View Agent Outdial Statistics Report
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                                                    Agent Transfer a Call to an Entry Point
                                                      Task Flow to Transfer a Call to an Entry Point
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                                                      Play a Stereo Recording
                                                        Play a Stereo Recorded File
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                                                        Opt Out When in Queue
                                                          Task Flow to Set Up the Opt-Out Functionality
                                                            View Opt-out-of-Queue Report
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                                                            Blended Multimedia Profiles
                                                              Overview
                                                                Configure a Multimedia Profile
                                                                  Associate a Multimedia Profile to an Agent, Team, or Site
                                                                    Assign Contacts to Agents
                                                                      View Agent Details
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                                                                      Courtesy Callback
                                                                        About Courtesy Callback
                                                                          Configure the Callback Flow
                                                                            Make a Courtesy Callback
                                                                              View Courtesy Callback Reports
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                                                                              Self Service
                                                                                Configure Entry Point and Select the Flow in Routing Strategy
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                                                                                  Enable a Virtual Agent
                                                                                    Build a Dialogflow Agent
                                                                                    Configure Virtual Agent
                                                                                    Add Virtual Agent activity in Flow Designer
                                                                                  Blind Transfer
                                                                                    Disconnect Contact
                                                                                      IVR Transcript and global Variables in Agent Desktop
                                                                                        IVR and CVA Dialog Flow Report in Analyzer
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                                                                                          Text-to-Speech
                                                                                            Create a Service Account for Google Connector
                                                                                            Configure a Google Connector
                                                                                            Text-to-Speech Toggle
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                                                                                        Cisco Webex Experience Management Post Call Survey
                                                                                          Webex Experience Management Account Setup
                                                                                            Create a Webex Experience Management Connector
                                                                                              dropdown icon
                                                                                              Create Feedback Activity in the Flow Designer
                                                                                                Configure an IVR Post-call Survey
                                                                                                Configure SMS or Email Post-Call Survey
                                                                                              View Agent Desktop Widgets
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                                                                                              Troubleshooting
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                                                                                                Troubleshooting Management Portal Problems
                                                                                                  Management Portal Problems
                                                                                                  Reporting Management Portal Issues to Customer Support
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                                                                                                Troubleshooting Desktop Problems
                                                                                                  Network Interruptions
                                                                                                  Desktop Application Problems
                                                                                                  Audio Problems
                                                                                                  Reporting Agent Desktop Issues to Customer Support
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                                                                                              Report Parameters
                                                                                                Call Report Parameters
                                                                                                  Agent Report Parameters
                                                                                                    Historical Skill Report Parameters
                                                                                                      Historical Threshold Alerts Report Parameters
                                                                                                        Usage Metrics Report Parameters
                                                                                                        In this article
                                                                                                        cross icon
                                                                                                        dropdown icon
                                                                                                        Introduction to Webex Contact Center
                                                                                                          Webex Contact Center Overview
                                                                                                            About Sites, Teams, Entry Points, and Queues
                                                                                                              Webex Contact Center Management Portal
                                                                                                                Webex Contact Center Modules
                                                                                                                  About Time Zones
                                                                                                                    PCI compliance
                                                                                                                    dropdown icon
                                                                                                                    Get Started with Webex Contact Center
                                                                                                                      dropdown icon
                                                                                                                      System Requirements
                                                                                                                        Supported Browsers for Management Portal
                                                                                                                        Domain Access Required for Desktop
                                                                                                                      System Limits in Webex Contact Center
                                                                                                                        Sign in to Management Portal
                                                                                                                          About Management Portal Components
                                                                                                                            dropdown icon
                                                                                                                            About Dashboards
                                                                                                                              Entry Point - Site Level Dashboard
                                                                                                                              Contact Center Overview - Historical
                                                                                                                            Change User Interface Colors
                                                                                                                              Create a Custom Theme
                                                                                                                                View and Regenerate Your API Key
                                                                                                                                  Access Audit Trail Reports
                                                                                                                                  dropdown icon
                                                                                                                                  Provisioning Webex Contact Center Resources
                                                                                                                                    dropdown icon
                                                                                                                                    Tenant Settings
                                                                                                                                      General Settings
                                                                                                                                      Desktop settings
                                                                                                                                      Provisioning
                                                                                                                                      Settings
                                                                                                                                    dropdown icon
                                                                                                                                    Entry Points and Queues
                                                                                                                                      Create an Entry Point
                                                                                                                                      View the Details of an Entry Point
                                                                                                                                      Edit an Entry Point
                                                                                                                                      Copy an Entry Point
                                                                                                                                      Create an Outdial Entry Point
                                                                                                                                      View the Details of an Outdial Entry Point
                                                                                                                                      Edit an Outdial Entry Point
                                                                                                                                      Copy an Outdial Entry Point
                                                                                                                                      Create a Queue and an Outdial Queue
                                                                                                                                      View the Details of a Queue or an Outdial Queue
                                                                                                                                      Edit a Queue or an Outdial Queue
                                                                                                                                      Copy a Queue or an Outdial Queue
                                                                                                                                      Deactivate an Entry Point or a Queue
                                                                                                                                      Activate an Entry Point or a Queue
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                                                                                                                                    Sites
                                                                                                                                      Create a Site
                                                                                                                                      View the Details of a Site
                                                                                                                                      Edit a Site
                                                                                                                                      Deactivate a Site
                                                                                                                                      Activate a Site
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                                                                                                                                    Teams
                                                                                                                                      Create a team
                                                                                                                                      View a team
                                                                                                                                      Edit a team
                                                                                                                                      Deactivate a team
                                                                                                                                      Activate a Team
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                                                                                                                                    Users
                                                                                                                                      View the Details of a User
                                                                                                                                      Edit a User
                                                                                                                                      Export Items Provisioned for a User
                                                                                                                                      Revoke API Key for a User
                                                                                                                                      Update and Upload Agent Template
                                                                                                                                    dropdown icon
                                                                                                                                    User Profiles
                                                                                                                                      Manage a User Profile
                                                                                                                                      View the Details of a User Profile
                                                                                                                                      Edit a User Profile
                                                                                                                                      Deactivate a User Profile
                                                                                                                                      Activate a User Profile
                                                                                                                                      Copy a User Profile
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                                                                                                                                    Work Types
                                                                                                                                      Create a Work Type
                                                                                                                                      Edit a Work Type
                                                                                                                                      Deactivate a Work Type
                                                                                                                                      Activate a Work Type
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                                                                                                                                    Auxiliary Codes
                                                                                                                                      Create Idle or Wrap-Up Codes
                                                                                                                                      Edit Idle or Wrap-Up Codes
                                                                                                                                      Delete Idle or Wrap-up Codes
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                                                                                                                                    Desktop Profiles
                                                                                                                                      Create a Desktop Profile
                                                                                                                                      View the Details of a Desktop Profile
                                                                                                                                      Edit a Desktop Profile
                                                                                                                                      Copy a Desktop Profile
                                                                                                                                      Deactivate a Desktop Profile
                                                                                                                                      Activate a Desktop Profile
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                                                                                                                                    Address Books
                                                                                                                                      Create an Address Book
                                                                                                                                      Edit an Address Book
                                                                                                                                      Delete an Address Book
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                                                                                                                                    Outdial Automatic Number Identification (ANI)
                                                                                                                                      Create an Outdial ANI
                                                                                                                                      Edit an Outdial ANI
                                                                                                                                      Delete an Outdial ANI
                                                                                                                                    dropdown icon
                                                                                                                                    Dial Plans
                                                                                                                                      Regular expression for the default US dial plan
                                                                                                                                      Regular expression for the default Any Format dial plan
                                                                                                                                      Create a Dial Plan
                                                                                                                                      Edit a Dial Plan
                                                                                                                                      Delete a Dial Plan
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                                                                                                                                    Global Variables
                                                                                                                                      Create a Global Variable
                                                                                                                                      Edit a Global Variable
                                                                                                                                      Deactivate a Global Variable
                                                                                                                                      Activate a Global Variable
                                                                                                                                    dropdown icon
                                                                                                                                    Multimedia Profiles
                                                                                                                                      Create a Multimedia Profile
                                                                                                                                      View the Details of a Multimedia Profile
                                                                                                                                      Edit a Multimedia Profile
                                                                                                                                      Deactivate a Multimedia Profile
                                                                                                                                      Activate a Multimedia Profile
                                                                                                                                    dropdown icon
                                                                                                                                    Desktop Layout
                                                                                                                                      Create a Desktop Layout
                                                                                                                                      View a Desktop Layout
                                                                                                                                      Edit a Desktop Layout
                                                                                                                                      Copy a Desktop Layout
                                                                                                                                      Deactivate a Desktop Layout
                                                                                                                                      Activate a Desktop Layout
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                                                                                                                                    Skill Definitions
                                                                                                                                      Create a Skill Definition
                                                                                                                                      Edit a Skill Definition
                                                                                                                                      Deactivate a Skill Definition
                                                                                                                                      Activate a Skill Definition
                                                                                                                                    dropdown icon
                                                                                                                                    Skill Profiles
                                                                                                                                      Create a Skill Profile
                                                                                                                                      Edit a Skill Profile
                                                                                                                                      Copy a Skill Profile
                                                                                                                                      Delete a Skill Profile
                                                                                                                                    dropdown icon
                                                                                                                                    Threshold Rules
                                                                                                                                      Call Metrics
                                                                                                                                      Agent Metrics
                                                                                                                                      Create a Threshold Rule
                                                                                                                                      Copy a Threshold Rule
                                                                                                                                      Edit a Threshold Rule
                                                                                                                                      Deactivate a Threshold Rule
                                                                                                                                      Activate a Threshold Rule
                                                                                                                                    dropdown icon
                                                                                                                                    Entry Point Mappings
                                                                                                                                      Map an Entry Point
                                                                                                                                      Edit Dial Number to Entry Point Mappings
                                                                                                                                      Delete Dial Number to Entry Point Mappings
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                                                                                                                                    Reports for the Provisioned Items
                                                                                                                                      Manage Reports for the Provisioned Items
                                                                                                                                    Delete inactive objects permanently
                                                                                                                                    dropdown icon
                                                                                                                                    Business Rules
                                                                                                                                      About Business Rules Engine
                                                                                                                                      dropdown icon
                                                                                                                                      Contact Routing
                                                                                                                                        dropdown icon
                                                                                                                                        About Contact Routing
                                                                                                                                          About Skills-based Routing
                                                                                                                                          Routing of Parked Contacts
                                                                                                                                          Set Up Skills-Based Routing
                                                                                                                                          Agent-based Routing
                                                                                                                                          About global routing overrides
                                                                                                                                        Configure Multimedia Profiles
                                                                                                                                          dropdown icon
                                                                                                                                          Working with Resource Files
                                                                                                                                            Upload an Audio Resource File
                                                                                                                                            Edit an Audio Resource File
                                                                                                                                            Play or Download a .wav File
                                                                                                                                            Update a Resource File
                                                                                                                                            Copy a Resource File
                                                                                                                                            Export References to a Media File
                                                                                                                                            Create a Predefined Email Template
                                                                                                                                            Configure a Predefined Chat Template
                                                                                                                                            Create a Predefined Chat Response
                                                                                                                                          dropdown icon
                                                                                                                                          Configure Routing Resources
                                                                                                                                            About Team Types
                                                                                                                                            View routing strategies for an entry point or queue
                                                                                                                                            View the current routing strategies
                                                                                                                                            View routing strategies by time zone
                                                                                                                                            Create a routing strategy
                                                                                                                                            Modify a Routing Strategy
                                                                                                                                            Routing Strategies Deletion and Restoration
                                                                                                                                            Audio on Hold
                                                                                                                                          dropdown icon
                                                                                                                                          Working with Global Routing Overrides
                                                                                                                                            View global routing overrides
                                                                                                                                            Create global routing overrides
                                                                                                                                            Edit a global routing override
                                                                                                                                            Global routing override parameters
                                                                                                                                            Delete a global routing override
                                                                                                                                            Restore or permanently delete a global routing override
                                                                                                                                        dropdown icon
                                                                                                                                        Working with Flow Designer
                                                                                                                                          Flow Designer
                                                                                                                                          dropdown icon
                                                                                                                                          Call Monitoring
                                                                                                                                            dropdown icon
                                                                                                                                            Monitor Calls
                                                                                                                                              Monitoring Overview
                                                                                                                                              Monitor Calls
                                                                                                                                              Coach an Agent
                                                                                                                                              Barge in on a Call
                                                                                                                                              Viewing Call Monitoring Information
                                                                                                                                              Working with Monitoring Schedules
                                                                                                                                          dropdown icon
                                                                                                                                          Call Recording
                                                                                                                                            dropdown icon
                                                                                                                                            Call Recording
                                                                                                                                              Segment Recording
                                                                                                                                            Create or Edit a Recording Schedule
                                                                                                                                              Deleting a Recording Schedule
                                                                                                                                              dropdown icon
                                                                                                                                              Recording Management
                                                                                                                                                dropdown icon
                                                                                                                                                About Recording Management
                                                                                                                                                  Stereo Recording
                                                                                                                                                Search for and Play Recordings
                                                                                                                                                  Assign and Remove Tags
                                                                                                                                                    dropdown icon
                                                                                                                                                    Search Attributes
                                                                                                                                                      Create and Export Tags
                                                                                                                                                  Digital Channels
                                                                                                                                                    dropdown icon
                                                                                                                                                    Transfer Outdial Calls to Queue
                                                                                                                                                      Map the Outdial Transfer to Queue Entry Point to a DN
                                                                                                                                                        Transfer an Outdial Call to a Queue on the Agent Desktop
                                                                                                                                                          View Agent Outdial Statistics Report
                                                                                                                                                          dropdown icon
                                                                                                                                                          Agent Transfer a Call to an Entry Point
                                                                                                                                                            Task Flow to Transfer a Call to an Entry Point
                                                                                                                                                            dropdown icon
                                                                                                                                                            Play a Stereo Recording
                                                                                                                                                              Play a Stereo Recorded File
                                                                                                                                                              dropdown icon
                                                                                                                                                              Opt Out When in Queue
                                                                                                                                                                Task Flow to Set Up the Opt-Out Functionality
                                                                                                                                                                  View Opt-out-of-Queue Report
                                                                                                                                                                  dropdown icon
                                                                                                                                                                  Blended Multimedia Profiles
                                                                                                                                                                    Overview
                                                                                                                                                                      Configure a Multimedia Profile
                                                                                                                                                                        Associate a Multimedia Profile to an Agent, Team, or Site
                                                                                                                                                                          Assign Contacts to Agents
                                                                                                                                                                            View Agent Details
                                                                                                                                                                            dropdown icon
                                                                                                                                                                            Courtesy Callback
                                                                                                                                                                              About Courtesy Callback
                                                                                                                                                                                Configure the Callback Flow
                                                                                                                                                                                  Make a Courtesy Callback
                                                                                                                                                                                    View Courtesy Callback Reports
                                                                                                                                                                                    dropdown icon
                                                                                                                                                                                    Self Service
                                                                                                                                                                                      Configure Entry Point and Select the Flow in Routing Strategy
                                                                                                                                                                                        dropdown icon
                                                                                                                                                                                        Enable a Virtual Agent
                                                                                                                                                                                          Build a Dialogflow Agent
                                                                                                                                                                                          Configure Virtual Agent
                                                                                                                                                                                          Add Virtual Agent activity in Flow Designer
                                                                                                                                                                                        Blind Transfer
                                                                                                                                                                                          Disconnect Contact
                                                                                                                                                                                            IVR Transcript and global Variables in Agent Desktop
                                                                                                                                                                                              IVR and CVA Dialog Flow Report in Analyzer
                                                                                                                                                                                                dropdown icon
                                                                                                                                                                                                Text-to-Speech
                                                                                                                                                                                                  Create a Service Account for Google Connector
                                                                                                                                                                                                  Configure a Google Connector
                                                                                                                                                                                                  Text-to-Speech Toggle
                                                                                                                                                                                              dropdown icon
                                                                                                                                                                                              Cisco Webex Experience Management Post Call Survey
                                                                                                                                                                                                Webex Experience Management Account Setup
                                                                                                                                                                                                  Create a Webex Experience Management Connector
                                                                                                                                                                                                    dropdown icon
                                                                                                                                                                                                    Create Feedback Activity in the Flow Designer
                                                                                                                                                                                                      Configure an IVR Post-call Survey
                                                                                                                                                                                                      Configure SMS or Email Post-Call Survey
                                                                                                                                                                                                    View Agent Desktop Widgets
                                                                                                                                                                                                    dropdown icon
                                                                                                                                                                                                    Troubleshooting
                                                                                                                                                                                                      dropdown icon
                                                                                                                                                                                                      Troubleshooting Management Portal Problems
                                                                                                                                                                                                        Management Portal Problems
                                                                                                                                                                                                        Reporting Management Portal Issues to Customer Support
                                                                                                                                                                                                      dropdown icon
                                                                                                                                                                                                      Troubleshooting Desktop Problems
                                                                                                                                                                                                        Network Interruptions
                                                                                                                                                                                                        Desktop Application Problems
                                                                                                                                                                                                        Audio Problems
                                                                                                                                                                                                        Reporting Agent Desktop Issues to Customer Support
                                                                                                                                                                                                    dropdown icon
                                                                                                                                                                                                    Report Parameters
                                                                                                                                                                                                      Call Report Parameters
                                                                                                                                                                                                        Agent Report Parameters
                                                                                                                                                                                                          Historical Skill Report Parameters
                                                                                                                                                                                                            Historical Threshold Alerts Report Parameters
                                                                                                                                                                                                              Usage Metrics Report Parameters

                                                                                                                                                                                                              Webex Contact Center Setup and Administration Guide

                                                                                                                                                                                                              list-menuIn this article

                                                                                                                                                                                                              Webex Contact Center is a cloud-based solution that enhances customer experience by providing a seamless, intuitive, and flexible platform for managing customer interactions. This guide acts as your navigational compass, offering administrators a clear path through Webex Contact Center setup and management.

                                                                                                                                                                                                              Introduction to Webex Contact Center

                                                                                                                                                                                                              Welcome to Webex Contact Center. The following topics provide a brief insight about Webex Contact Center.

                                                                                                                                                                                                              Webex Contact Center Overview

                                                                                                                                                                                                              Contact centers of multisourcing enterprises leverage a combination of sourcing solutions, including captive, outsourced, and offshore. The typical multisource contact-center environment is organizationally complex, consisting of sites located all over the world, and staffed by direct company employees and/or outsourced agents.

                                                                                                                                                                                                              In this environment, most locations operate independently and use disparate contact center technologies, including routing, administrative solutions, and reporting tools. This combination of tools and technologies makes both management and quality monitoring across different locations extremely challenging.

                                                                                                                                                                                                              Cisco’s Webex Contact Center offers a unique solution that combines contact center and IP technologies in a global call management service. The Webex Contact Center solution is built on the Cisco Midpoint Call Management ® technology, a centralized control point for managing and monitoring calls and contacts across a heterogeneous contact center environment.

                                                                                                                                                                                                              Offered as a cloud service, Webex Contact Center provides enterprises with full control over their global contact center queues and creates the appearance of a single, unified contact center environment. Calls, chats, and emails are distributed to the contact center sites where agents are available. When agents are occupied, contacts are queued centrally so they can be serviced by the next available agent irrespective of the physical location of the agent.

                                                                                                                                                                                                              In the voice context, by queuing calls centrally, enterprises can offload the queuing function from their premises-based equipment, thus achieving substantial cost savings in telecom hardware, toll charges, and bandwidth use. More importantly, a call can be directed to the next available agent at any site because the endpoint of the call can be anywhere around the globe, Webex Contact Center seamlessly integrates remote agents and at-home agents into the enterprise’s multisource contact center environment.

                                                                                                                                                                                                              About Sites, Teams, Entry Points, and Queues

                                                                                                                                                                                                              A Webex Contact Center tenant is an enterprise that has contact centers at one or more sites. The enterprise also has entry points for incoming contacts that are associated with queues. Incoming contacts can be toll-free numbers for voice calls, designated email addresses for emails, or chats with agents. For example, an enterprise that is named Acme might have an entry point that is named Welcome. Welcome classifies contacts into AcmeBilling and distributes to teams of agents in Chicago, Manila, and Bangalore.

                                                                                                                                                                                                              Each Webex Contact Center tenant profile consists of sites, teams, entry points, and queues.

                                                                                                                                                                                                              • A site is a physical contact center location under the control of the enterprise or an outsourcer. For example, Acme might have sites in Chicago, Manila, and Bangalore.

                                                                                                                                                                                                              • A team is a group of agents at a specific site who handle a particular type of contact. For example, Acme might have teams at their Chicago site that are named Chi_Billing, Chi_Sales, and Chi_GoldCustomerService, and teams at their Bangalore site named Bgl_Billing, Bgl_GoldCustomerService, and Bgl_Experts. Agents can be assigned to more than one team, but an agent can service only one team at a time.

                                                                                                                                                                                                              • An entry point is the initial landing place for the customer contacts on the Webex Contact Center system. For the voice contacts, typically one or more toll-free or dial numbers are associated with an entry point. IVR call treatment is performed while a call is in the entry point.

                                                                                                                                                                                                              • A queue is where active contacts are kept while they await handling by an agent. Contacts are moved from the entry point into a queue and are distributed to agents.

                                                                                                                                                                                                              Tenants that use the outdial feature are also configured with at least one outdial entry point and one outdial queue.

                                                                                                                                                                                                              Telecom managers, contact center managers, and other representatives of the enterprise who are authorized to access the Webex Contact Center service have a view of contact center activity at their enterprise through the Webex Contact Center Management Portal.

                                                                                                                                                                                                              In addition to sites, teams, entry points, and queues, the Provisioning module of the Webex Contact Center Management Portal provides an interface to add agents and assign them to teams. Each agent is configured with a desktop profile , a value that determines the agent’s permission levels and Agent Desktop behaviors, including which wrap-up and idle codes are available to the agent. Thus, you should add wrap-up and idle codes before you define desktop profiles and define desktop profiles before you define agents. If your enterprise is provisioned with the optional skills-based routing feature, you should also add skills and skill profiles before you define teams and agents.

                                                                                                                                                                                                              Webex Contact Center Management Portal

                                                                                                                                                                                                              You can access the Webex Contact Center Management Portal through a web browser. The Portal provides access to Webex Contact Center modules that enable authorized users to perform various tasks such as:

                                                                                                                                                                                                              • View real-time and historical contact center data

                                                                                                                                                                                                              • Silently monitor interactions directed to destination sites

                                                                                                                                                                                                              • Create agent accounts and other contact center resources

                                                                                                                                                                                                              • Create and edit scheduled contact routing strategies and team capacity strategies to control contact treatment and distribution

                                                                                                                                                                                                              In addition, the Webex Contact Center Management Portal landing page displays graphs of real-time and historical call activity and current agent status.

                                                                                                                                                                                                              Your assigned user profile determines your access to Webex Contact Center modules and functionality.

                                                                                                                                                                                                              For information about how to access and work with the Webex Contact Center Management Portal, see Supported Browsers for Management Portal.

                                                                                                                                                                                                              Webex Contact Center Modules

                                                                                                                                                                                                              After you sign in to the Management Portal, click the module on the navigation bar that you want to access. If the navigation bar is collapsed, click the navigation button on the top-left corner of the Management Portal landing page to expand it. If you can't see a module in your interface, then either you don’t have the appropriate permissions to access the module, or it’s an optional module that your enterprise doesn’t have license to.

                                                                                                                                                                                                              The following table describes the modules that authorized users can access through the Webex Contact Center Management Portal.

                                                                                                                                                                                                              Module

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Provisioning

                                                                                                                                                                                                              Allows authorized users to create, view, and edit the settings that are provisioned for the enterprise. The module provides access to the Audit Trail, Agent Skills Report, Provisioned Items Report, and Provisioned Skills Report.

                                                                                                                                                                                                              Reporting and Analytics

                                                                                                                                                                                                              Allows authorized users to segment, profile, and visualize the data in contact center systems. The module also helps to identify the key variables that impact productivity and desired business outcomes. For more information, see Webex Contact Center Analyzer User Guide.

                                                                                                                                                                                                              Business Rules

                                                                                                                                                                                                              Allows authorized users of the Analyzer module to incorporate customer data into the Webex Contact Center environment for custom routing.

                                                                                                                                                                                                              Agent Desktop

                                                                                                                                                                                                              Allows authorized users to access the Desktop interface for handling customer contacts and supervisor capabilities. For more information, see all the articles related to Agent Desktop and Supervisor Desktop.

                                                                                                                                                                                                              Routing Strategy

                                                                                                                                                                                                              Provides a web-based user interface to manage and configure contact handling strategies. Authorized users can create and schedule global routing and team capacity strategies, and alter them in real time in response to changes in business dynamics. For more information, see Contact Routing.

                                                                                                                                                                                                              Call Monitoring

                                                                                                                                                                                                              Allows authorized users to silently monitor the quality of service being delivered across their multisource contact centers. The power of the Webex Contact Center service lies in the unique ability to monitor any call across any site. Through a simplified web interface, users can select the queue, team, site, or agent that they want to silently monitor. Authorized users can provide instructions to the monitored agent without being heard by the caller, and can join a call being monitored and participate in the conversation. For more information, see Monitor Calls.

                                                                                                                                                                                                              Call Recording

                                                                                                                                                                                                              Optional module that allows authorized users to record calls.

                                                                                                                                                                                                              Recording Management

                                                                                                                                                                                                              Optional module that allows authorized users to search for and play calls recorded through the Webex Contact Center Call Recording feature. For more information, see About Recording Management.

                                                                                                                                                                                                              Audit Trail

                                                                                                                                                                                                              Allows authorized users to view details about provisioning changes made for their enterprise and export the data to a data analysis tool, such as Microsoft Excel. For more information, see Access Audit Trail Reports.

                                                                                                                                                                                                              About Time Zones

                                                                                                                                                                                                              All dates and times displayed on the Webex Contact Center Management Portal and in the Webex Contact Center modules reflect the time zone that is provisioned for the enterprise with the following exceptions:

                                                                                                                                                                                                              • Dates and times displayed on the main pages of the Real-Time Reports and Call Monitoring modules reflect the browser time.

                                                                                                                                                                                                              • Time values in routing strategies are based on the time zone that is provisioned for the entry point or queue. If no time zone is specified, the time zone is provisioned for the enterprise.

                                                                                                                                                                                                              Dates are converted to UTC time when they are saved to the database, so the system behavior, such as time-of-day routing, is applied universally across the multi-site contact center network, regardless of which time zones the sites are located in. The system filters the historical reports based on the enterprise time zone.

                                                                                                                                                                                                              To specify a different time zone for displaying the time values in routing strategies, see View routing strategies by time zone.

                                                                                                                                                                                                              When you edit a tenant time zone, you must relogin to see the changes.

                                                                                                                                                                                                              PCI compliance

                                                                                                                                                                                                              Webex Contact Center is fully Payment Card Industry (PCI) compliant to protect customer organizations from data loss while using voice and digital channels. We protect and secure PCI data and related information in strict adherence to the Payment Card Industry Data Security Standard (PCI DSS). This compliance enables you to:

                                                                                                                                                                                                              • Prevent logging and storing of any sensitive information that is related to PCI data.

                                                                                                                                                                                                              • Mask and encrypt customer sensitive information such as debit or credit card details.

                                                                                                                                                                                                              • Drop attachments if PCI data is detected.

                                                                                                                                                                                                              • Restrict attachments in the email and chat services if it contains cardholder information.

                                                                                                                                                                                                              • Allow administrators to configure either to reject or drop the email or chat content if it has PCI data in the email subject line or email or chat body.

                                                                                                                                                                                                              For more information, see Webex Contact Center Privacy Data Sheet from Cisco Trust Portal.

                                                                                                                                                                                                              In Webex Contact Center, PCI is enabled by default. To know more about the file types that are supported across all digital channels for regular attachments, see Supported attachment types for digital channels in Webex Contact Center.

                                                                                                                                                                                                              Embedded images aren’t supported in attachments.

                                                                                                                                                                                                              Get Started with Webex Contact Center

                                                                                                                                                                                                              This chapter describes the tasks that you need to do the first time you login to the Webex Contact Center .

                                                                                                                                                                                                              System Requirements

                                                                                                                                                                                                              This section details system requirements for various contact center applications.

                                                                                                                                                                                                              Supported Browsers for Management Portal

                                                                                                                                                                                                              The following table lists the supported operating systems and browsers for various client devices to access the Webex Contact Center Management Portal:

                                                                                                                                                                                                              Browser

                                                                                                                                                                                                              Microsoft Windows 10

                                                                                                                                                                                                              Microsoft Windows 11

                                                                                                                                                                                                              Mac OS X

                                                                                                                                                                                                              Chromebook

                                                                                                                                                                                                              Google Chrome

                                                                                                                                                                                                              76.0.3809

                                                                                                                                                                                                              103.0.5060.114

                                                                                                                                                                                                              76.0.3809 or higher

                                                                                                                                                                                                              76.0.3809 or higher

                                                                                                                                                                                                              Mozilla Firefox

                                                                                                                                                                                                              ESR 68 or higher ESRs

                                                                                                                                                                                                              ESR V102.0 or higher ESRs

                                                                                                                                                                                                              ESR 68 and higher ESRs

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Microsoft Edge

                                                                                                                                                                                                              42.17134 or higher

                                                                                                                                                                                                              103.0.1264.44 or higher

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Chromium

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              79 or higher

                                                                                                                                                                                                              Domain Access Required for Desktop

                                                                                                                                                                                                              To ensure that the Desktop responds as expected on your network, add the following domains to the Firewall/VPN (Virtual Private Network) allowed list:

                                                                                                                                                                                                              An * shown at the beginning of a URL (e.g., *.webex.com) indicates that services in the top level domain and all subdomains must be accessible.

                                                                                                                                                                                                              Domain / URLDescription
                                                                                                                                                                                                              Webex Contact Center Services URLs

                                                                                                                                                                                                              cdn.jsdelivr.net

                                                                                                                                                                                                              cdnjs.cloudflare.com

                                                                                                                                                                                                              unpkg.com:443

                                                                                                                                                                                                              jquery.com:443

                                                                                                                                                                                                              *.jquery.com:443

                                                                                                                                                                                                              *.broadcloudpbx.net:443

                                                                                                                                                                                                              Content Delivery Network (CDN) services to efficiently deliver static files.

                                                                                                                                                                                                              *.cisco.com:443

                                                                                                                                                                                                              *.ciscoccservice.com:443

                                                                                                                                                                                                              ciscoccservice.com:443

                                                                                                                                                                                                              Contact Center micro-services.

                                                                                                                                                                                                              *.ciscospark.com:443

                                                                                                                                                                                                              *.wbx2.com:443

                                                                                                                                                                                                              *.webex.com:443

                                                                                                                                                                                                              Webex micro-services.

                                                                                                                                                                                                              Additional services related to Webex Contact Center—Third Party domains

                                                                                                                                                                                                              *.cloudcherry.com:443

                                                                                                                                                                                                              cloudcherry.com:443

                                                                                                                                                                                                              Webex Experience Management platform (Formerly known as Cloud Cherry).

                                                                                                                                                                                                              *.imiengage.io:443

                                                                                                                                                                                                              imiengage.io:443

                                                                                                                                                                                                              Digital channels.

                                                                                                                                                                                                              *.mixpanel.com:443

                                                                                                                                                                                                              mixpanel.com:443

                                                                                                                                                                                                              *.split.io:443

                                                                                                                                                                                                              *.lr-ingest.com:443

                                                                                                                                                                                                              *.pendo.io:443

                                                                                                                                                                                                              Performance tracking, error and crash capture, and session metrics.

                                                                                                                                                                                                              System Limits in Webex Contact Center

                                                                                                                                                                                                              This section on system limits contains all the configurations and visualization limits that apply to the Webex Contact Center Management Portal.

                                                                                                                                                                                                              The table lists the maximum system limits for configuration object types and configuration object attributes. For details of attributes within each entity, see Provisioning. Some values of system limits may vary based on specific platforms. The Service Details section on your Control Hub organization will show the voice channel service as Classic or Next Generation.

                                                                                                                                                                                                              Table 1. Maximum System Limits for Configuration Object Types and Attributes

                                                                                                                                                                                                              Configuration Object Type

                                                                                                                                                                                                              Configuration Object Attribute

                                                                                                                                                                                                              Maximum Allowed Limit for Tenants based on Classic

                                                                                                                                                                                                              Maximum Allowed Limit for Tenants based on Next Generation

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              150

                                                                                                                                                                                                              300

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              Agent based

                                                                                                                                                                                                              750

                                                                                                                                                                                                              3000

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              Agent based - Users

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              Agent based - Inactive Users

                                                                                                                                                                                                              50

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              Capacity based

                                                                                                                                                                                                              40

                                                                                                                                                                                                              40

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              Capacity based - Active

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              Capacity based - Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Auxiliary code

                                                                                                                                                                                                              Idle

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              Auxiliary codes

                                                                                                                                                                                                              Wrapup

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              Work type

                                                                                                                                                                                                              Idle

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              Work type

                                                                                                                                                                                                              Wrapup

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              Auxiliary Codes

                                                                                                                                                                                                              Idle - Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Auxiliary Codes

                                                                                                                                                                                                              Wrapup - Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Work type

                                                                                                                                                                                                              Idle - Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Work type

                                                                                                                                                                                                              Wrapup - Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Entry points

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              6000

                                                                                                                                                                                                              Entry points

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Oudial entry points

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              500

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              Oudial entry points

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Users

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              7500

                                                                                                                                                                                                              20000

                                                                                                                                                                                                              Users

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              Users

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              2500

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              Users

                                                                                                                                                                                                              Supervisors

                                                                                                                                                                                                              750

                                                                                                                                                                                                              3000

                                                                                                                                                                                                              Users

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Multimedia profiles

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              100

                                                                                                                                                                                                              150

                                                                                                                                                                                                              Multimedia profiles

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Desktop layouts

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              100

                                                                                                                                                                                                              200

                                                                                                                                                                                                              Desktop layouts

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Skills

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              Skills

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              Skills

                                                                                                                                                                                                              Text

                                                                                                                                                                                                              200

                                                                                                                                                                                                              200

                                                                                                                                                                                                              Skills

                                                                                                                                                                                                              Text length

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Skills

                                                                                                                                                                                                              Enum limits

                                                                                                                                                                                                              200

                                                                                                                                                                                                              200

                                                                                                                                                                                                              Skills

                                                                                                                                                                                                              Enum length

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Skill profiles

                                                                                                                                                                                                              9000

                                                                                                                                                                                                              9000

                                                                                                                                                                                                              Skill profiles

                                                                                                                                                                                                              Skills

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Global variables

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              Global variables

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Threshold rule

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              500

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              Threshold rule

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              300

                                                                                                                                                                                                              1500

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Maximum autowrapup timeout

                                                                                                                                                                                                              600000 miliseconds

                                                                                                                                                                                                              600000 miliseconds

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Auxiliary codes - wrapup codes

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Auxiliary codes - idle codes

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Transfer targets

                                                                                                                                                                                                              150

                                                                                                                                                                                                              150

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Buddy teams

                                                                                                                                                                                                              150

                                                                                                                                                                                                              150

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Dial plans

                                                                                                                                                                                                              10

                                                                                                                                                                                                              10

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Agent Dial number validation criteria

                                                                                                                                                                                                              10

                                                                                                                                                                                                              10

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Viewable statistics queues

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Desktop profiles

                                                                                                                                                                                                              Viewable statistics teams

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              User profiles

                                                                                                                                                                                                              Active

                                                                                                                                                                                                              750

                                                                                                                                                                                                              1500

                                                                                                                                                                                                              User profiles

                                                                                                                                                                                                              Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              User profiles

                                                                                                                                                                                                              Access rights - sites

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              User profiles

                                                                                                                                                                                                              Access rights - teams

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              User profiles

                                                                                                                                                                                                              Access rights - entry points

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              User profiles

                                                                                                                                                                                                              Access rights - queues

                                                                                                                                                                                                              250

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Routing Strategy

                                                                                                                                                                                                              Global

                                                                                                                                                                                                              100

                                                                                                                                                                                                              200

                                                                                                                                                                                                              Routing Strategy

                                                                                                                                                                                                              Global entry points

                                                                                                                                                                                                              500

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Routing Strategy

                                                                                                                                                                                                              Per entry point

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Dialled numbers

                                                                                                                                                                                                              Entry Point

                                                                                                                                                                                                              15000

                                                                                                                                                                                                              15000

                                                                                                                                                                                                              Dialled numbers

                                                                                                                                                                                                              Per entry point

                                                                                                                                                                                                              100

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Inbound

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              11000

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Inbound - inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Outbound

                                                                                                                                                                                                              2500

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Outbound - Inactive

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Distribution groups

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Distribution groups - teams

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Distribution groups - total teams

                                                                                                                                                                                                              250

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Service level threshold - telephony

                                                                                                                                                                                                              86400 seconds

                                                                                                                                                                                                              86400 seconds

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Service level threshold - chat

                                                                                                                                                                                                              86400 seconds

                                                                                                                                                                                                              86400 seconds

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Service level threshold - digital

                                                                                                                                                                                                              604800 seconds

                                                                                                                                                                                                              604800 seconds

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Service level threshold - email

                                                                                                                                                                                                              1209600 seconds

                                                                                                                                                                                                              1209600 seconds

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Maximum time in queue - telephony

                                                                                                                                                                                                              86400 seconds

                                                                                                                                                                                                              86400 seconds

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Maximum time in queue - chats

                                                                                                                                                                                                              86400 seconds

                                                                                                                                                                                                              86400 seconds

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Maximum time in queue - digital

                                                                                                                                                                                                              604800 seconds

                                                                                                                                                                                                              604800 seconds

                                                                                                                                                                                                              Contact service queue

                                                                                                                                                                                                              Maximum time in queue - email

                                                                                                                                                                                                              1209600 seconds

                                                                                                                                                                                                              1209600 seconds

                                                                                                                                                                                                              Call recording schedule

                                                                                                                                                                                                              Per queue

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Call monitoring Schedule

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              2000

                                                                                                                                                                                                              Call monitoring Schedule

                                                                                                                                                                                                              Queues

                                                                                                                                                                                                              250

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Call monitoring Schedule

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Call monitoring Schedule

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Call monitoring Schedule

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              500

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Call recording Schedule

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Call recording Schedule

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Call recording Schedule

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              500

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Address Book

                                                                                                                                                                                                              3000

                                                                                                                                                                                                              3000

                                                                                                                                                                                                              Address Book

                                                                                                                                                                                                              Entries

                                                                                                                                                                                                              6000

                                                                                                                                                                                                              6000

                                                                                                                                                                                                              Address Book

                                                                                                                                                                                                              Total entries

                                                                                                                                                                                                              100000

                                                                                                                                                                                                              100000

                                                                                                                                                                                                              Outdial ANI

                                                                                                                                                                                                              300

                                                                                                                                                                                                              400

                                                                                                                                                                                                              Outdial ANI

                                                                                                                                                                                                              Entry

                                                                                                                                                                                                              500

                                                                                                                                                                                                              200

                                                                                                                                                                                                              Outdial ANI

                                                                                                                                                                                                              Total entries

                                                                                                                                                                                                              2000

                                                                                                                                                                                                              2000

                                                                                                                                                                                                              Audio file

                                                                                                                                                                                                              17250

                                                                                                                                                                                                              17250

                                                                                                                                                                                                              Audio file

                                                                                                                                                                                                              Size in bytes

                                                                                                                                                                                                              5242880

                                                                                                                                                                                                              5242880

                                                                                                                                                                                                              Audio file

                                                                                                                                                                                                              Total size in bytes

                                                                                                                                                                                                              2097152000

                                                                                                                                                                                                              2097152000

                                                                                                                                                                                                              Call monitoring

                                                                                                                                                                                                              Dashboard - queues

                                                                                                                                                                                                              250

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Call monitoring

                                                                                                                                                                                                              Dashboard - sites

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Call monitoring

                                                                                                                                                                                                              Dashboard - teams

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Call monitoring

                                                                                                                                                                                                              Dashboard - agents

                                                                                                                                                                                                              500

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Recording management

                                                                                                                                                                                                              Queues

                                                                                                                                                                                                              250

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Recording management

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Recording management

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Recording management

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              500

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Recording management

                                                                                                                                                                                                              Wrapup codes

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Recording management

                                                                                                                                                                                                              Tags

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Call monitoring

                                                                                                                                                                                                              Maximum concurrent sessions

                                                                                                                                                                                                              500

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Maximum concurrent supervisor sessions

                                                                                                                                                                                                              Maximum concurrent supervisor sessions

                                                                                                                                                                                                              500

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Business Hours

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              Overrides

                                                                                                                                                                                                              Overrides

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              Holiday list

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              5000

                                                                                                                                                                                                              Business Hours

                                                                                                                                                                                                              Working hours

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Overrides

                                                                                                                                                                                                              Overrides

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Holiday list

                                                                                                                                                                                                              150

                                                                                                                                                                                                              150

                                                                                                                                                                                                              Number of Connectors

                                                                                                                                                                                                              Per connector Type

                                                                                                                                                                                                              30

                                                                                                                                                                                                              CCAI Config

                                                                                                                                                                                                              100

                                                                                                                                                                                                              The table lists the system limits for visualization of filters on the UI of the Management Portal for recording management, call recording and call monitoring schedules features:

                                                                                                                                                                                                              Table 2. Maximum System Limits for Filters

                                                                                                                                                                                                              Application/Feature

                                                                                                                                                                                                              Object Types with Filters

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Maximum Allowed Limit

                                                                                                                                                                                                              Recording Management

                                                                                                                                                                                                              Queues

                                                                                                                                                                                                              The maximum number of filters for queues.

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              The maximum number of filters for sites.

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              The maximum number of filters for teams.

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              The maximum number of filters for agents.

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Wrap-Up Codes

                                                                                                                                                                                                              The maximum number of filters for wrap-up codes.

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Tags

                                                                                                                                                                                                              The maximum number of filters for tags.

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Call Recording Schedules

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              The maximum number of filters for sites.

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              The maximum number of filters for teams.

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              The maximum number of filters for agents.

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Call Monitoring Dashboard

                                                                                                                                                                                                              Queues

                                                                                                                                                                                                              The maximum number of filters for queues.

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              The maximum number of filters for sites.

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              The maximum number of filters for teams.

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              The maximum number of filters for agents.

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Call Monitoring Schedules

                                                                                                                                                                                                              Queues

                                                                                                                                                                                                              The maximum number of filters for queues.

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              The maximum number of filters for sites.

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              The maximum number of filters for teams.

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              The maximum number of filters for agents.

                                                                                                                                                                                                              500

                                                                                                                                                                                                              The listed entities have a maximum limit on the number of characters that can be used for the Name field.

                                                                                                                                                                                                              • Entry Point

                                                                                                                                                                                                              • Queue

                                                                                                                                                                                                              • Outdial Entry Point

                                                                                                                                                                                                              • Outdial Queue

                                                                                                                                                                                                              • Site

                                                                                                                                                                                                              • Team

                                                                                                                                                                                                              • Users

                                                                                                                                                                                                              • User Profiles

                                                                                                                                                                                                              • Work Types

                                                                                                                                                                                                              • Auxilary Code

                                                                                                                                                                                                              • Desktop Profiles

                                                                                                                                                                                                              • Address Book

                                                                                                                                                                                                              • Outdial ANI

                                                                                                                                                                                                              • Skills Definition

                                                                                                                                                                                                              • Skill Profile

                                                                                                                                                                                                              • Entry Point Mappings

                                                                                                                                                                                                              • Audio Files

                                                                                                                                                                                                              The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              The table lists the supported configuration limits for routing and queuing. Active limits are the operable limits for configurations to work optimally. Maximum limits are the threshold limits for configurations to work at maximum capacity. We recommend that you use configuration values that are within the parameters mentioned in the Maximum Limits column of this table.

                                                                                                                                                                                                              Table 3. Active and maximum configuration limits

                                                                                                                                                                                                              Configurations

                                                                                                                                                                                                              Active Limits

                                                                                                                                                                                                              Maximum Limits

                                                                                                                                                                                                              Maximum number of agents for a team

                                                                                                                                                                                                              50

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Maximum number of teams for a Call Distribution Group

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Maximum Call Distribution Groups in a queue

                                                                                                                                                                                                              20

                                                                                                                                                                                                              20

                                                                                                                                                                                                              Maximum number of teams in a queue, across all Call Distribution Groups

                                                                                                                                                                                                              250

                                                                                                                                                                                                              250

                                                                                                                                                                                                              Maximum number of agents for a queue (maximum agents in a team x maximum teams for a Call Distribution Group x maximum Call Distribution Groups in the queue)

                                                                                                                                                                                                              500

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Maximum time in a queue (voice)

                                                                                                                                                                                                              1 day

                                                                                                                                                                                                              1 day

                                                                                                                                                                                                              Maximum skills for a skill profile

                                                                                                                                                                                                              50

                                                                                                                                                                                                              50

                                                                                                                                                                                                              Maximum number for a Capacity-Based Team

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Maximum Capacity-Based Teams for an organization

                                                                                                                                                                                                              20

                                                                                                                                                                                                              40

                                                                                                                                                                                                              Maximum number of concurrent calls for Capacity-Based Teams (maximum number for a Capacity-Based Team x maximum number of Capacity-Based Teams for an organization)

                                                                                                                                                                                                              2000

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Maximum skill requirements for a contact

                                                                                                                                                                                                              10

                                                                                                                                                                                                              10

                                                                                                                                                                                                              Maximum number of queues for an organization

                                                                                                                                                                                                              1000

                                                                                                                                                                                                              2000

                                                                                                                                                                                                              Maximum number of concurrent calls for call monitoring

                                                                                                                                                                                                              500

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Maximum number of agents in a campaign

                                                                                                                                                                                                              500

                                                                                                                                                                                                              500

                                                                                                                                                                                                              Maximum number of configured agents for a campaign

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Maximum number of Preview campaigns for an organization

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Maximum number of configured Preview campaigns for an organization

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Maximum number of Progressive campaigns for an organization

                                                                                                                                                                                                              100

                                                                                                                                                                                                              100

                                                                                                                                                                                                              Maximum number of configured Progressive campaigns for an organization

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              NA

                                                                                                                                                                                                              Sign in to Management Portal

                                                                                                                                                                                                              Sign in to the Webex Contact Center Management Portal through a web browser with your sign in credentials. You can access the modules and functionalities that your administrator grants access to.

                                                                                                                                                                                                              To sign in to the Management Portal:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              Sign in to https://admin.webex.com.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click Services from the left pane.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              On the Contact Center card, click Settings.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Under the Advance Configuration section, click the Management Portal link. You can bookmark this link and access the portal directly with this link.

                                                                                                                                                                                                              The Management Portal landing page appears. For more information, see About Management Portal Components.

                                                                                                                                                                                                              After you sign out, close all Webex Contact Center windows before you sign in again.

                                                                                                                                                                                                              About Management Portal Components

                                                                                                                                                                                                              The Webex Contact Center Management Portal landing page has multiple components that you can access based on your authorization.

                                                                                                                                                                                                              The following table describes the components of the Management Portal landing page:

                                                                                                                                                                                                              Component

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Navigation bar

                                                                                                                                                                                                              Displays the modules that you are authorized to access. For more information, see Webex Contact Center Modules

                                                                                                                                                                                                              You can see either the name of the module or, if the navigation bar is collapsed, an icon that represents the module. Hover the mouse pointer over an icon to display the module name.

                                                                                                                                                                                                              To expand or collapse the navigation bar, click the button on the upper-left side of the landing page.

                                                                                                                                                                                                              Dashboard

                                                                                                                                                                                                              Displays the number of calls that are currently in IVR, in queue, connected, and the number of currently available agents.

                                                                                                                                                                                                              The rest of this panel displays four charts. Three of them provide real-time statistics for the current call activity, interval call activity, and site-level agent activity. The fourth chart provides historical statistics.

                                                                                                                                                                                                              You can click the icon at the top of a chart to display the corresponding report in the Reporting and Analytics module window.

                                                                                                                                                                                                              To change the size of a chart, point to a corner or edge and when the mouse pointer changes to a two-headed arrow, drag the corner or edge to shrink or enlarge the chart.

                                                                                                                                                                                                              To restore the original size of resized charts, click Reset Widgets.

                                                                                                                                                                                                              Settings button

                                                                                                                                                                                                              Expands and collapses a panel where you can do the following:

                                                                                                                                                                                                              Your name button

                                                                                                                                                                                                              Displays the following options in a drop-down list:

                                                                                                                                                                                                              • Help: Opens the Management Portal online help document in a separate window.

                                                                                                                                                                                                              • Sign Out: Closes all of the open modules and signs you out of the Management Portal.

                                                                                                                                                                                                              About Dashboards

                                                                                                                                                                                                              The Webex Contact Center Management Portal landing page provides the following dashboards:

                                                                                                                                                                                                              • Entry Point - Site level Dashboard (default)

                                                                                                                                                                                                              • Contact Center Overview - Realtime

                                                                                                                                                                                                              • Contact Center Overview - Historical

                                                                                                                                                                                                              • Agent State Data - Realtime

                                                                                                                                                                                                              For detailed information about the visualizations available in each dashboard, see the section Visualization in the Cisco Webex Contact Center Analyzer User Guide.

                                                                                                                                                                                                              You can access the dashboards from the drop-down list at the top-left corner of the Dashboard tab.

                                                                                                                                                                                                              • Access to the above listed dashboards is based on access privileges configured in the User Profile settings in the management portal. For more information, see User Profiles.

                                                                                                                                                                                                              • The dashboard summary view is available to all the users who access the Management Portal.

                                                                                                                                                                                                              Entry Point - Site Level Dashboard

                                                                                                                                                                                                              Displays information about the number of contacts that are in IVR and Queues.

                                                                                                                                                                                                              • Snapshot Entry Point IVR Realtime - Chart: Indicates the number of calls that are in the IVR.

                                                                                                                                                                                                              • Entry Point Interval Realtime - Chart: Indicates the number of contacts (voice, email, and chat) per entry point in real time for a specific interval. By default, the interval is 30 minutes and the duration is from the start of the day.

                                                                                                                                                                                                              • Site Interval Realtime - Chart: Indicates the number of connected contacts (voice, email, and chat) per site in real time since the start of the day.

                                                                                                                                                                                                              • Entry Point Contact Volume - Chart: Indicates the number of connected contacts per entry point on a daily interval, for the last seven days.

                                                                                                                                                                                                              Contact Center Overview - Historical

                                                                                                                                                                                                              Displays information about contacts handled, contacts abandoned, and contacts in queues for a specified duration and time interval. You can use the Interval and Duration drop-down lists in the dashboard to filter the data based on the selected time interval and duration. To refresh the data, use the Refresh icon.

                                                                                                                                                                                                              The following information is available:

                                                                                                                                                                                                              • Average Service Level: Indicates the percentage of contacts that are handled within the configured service level for the queue.

                                                                                                                                                                                                              • Total Contacts Handled: Indicates the total number of contacts (voice, email, social, and chat) handled.

                                                                                                                                                                                                              • Total Contacts Abandoned: Indicates the total number of contacts (voice, email, social, and chat) abandoned.

                                                                                                                                                                                                              • Average Handled Time: Indicates the average time that is taken to handle a contact (voice, email, social, and chat).

                                                                                                                                                                                                              • Longest Contact in Queue: Indicates the time in queue for the contact (voice, email, social, or chat) with the longest waiting time.

                                                                                                                                                                                                              • Contact Details in Queue: Shows the details of contacts (voice, email, social, and chat) that are currently in queue.

                                                                                                                                                                                                              In addition, the Team Details - Historical dashboard displays the following information in a specified duration and time interval:

                                                                                                                                                                                                              • Teams

                                                                                                                                                                                                              • Agents in Teams

                                                                                                                                                                                                              • Agent Login

                                                                                                                                                                                                              • Contacts handled by the agents

                                                                                                                                                                                                              You can filter the data using the following filters available in the dashboard:

                                                                                                                                                                                                              • Agent Name

                                                                                                                                                                                                              • Team Name

                                                                                                                                                                                                              • Interval

                                                                                                                                                                                                              • Duration

                                                                                                                                                                                                              Agent State Data - Realtime

                                                                                                                                                                                                              As an administrator or supervisor, you can monitor the agent state data using the Agent State Data - Realtime dashboard. The dashboard displays the following information:

                                                                                                                                                                                                              • The name of the agent.

                                                                                                                                                                                                              • The site and team to which the agent is assigned.

                                                                                                                                                                                                              • The login time of the agent.

                                                                                                                                                                                                              • The most recent known state of the agent.

                                                                                                                                                                                                              • The duration for which the agent has been in the most recent state.

                                                                                                                                                                                                              • The idle code, if the agent is in the Idle state.

                                                                                                                                                                                                              The filters at the top of the dashboard enable you to display the agent state data for selected sites, teams, or agents. The list of sites, teams, or agents available in the filters depends on the teams or sites to which the administrator or supervisor has access rights. For more information, see Access Rights.

                                                                                                                                                                                                              Agent State Data - Realtime dashboard provides you the ability to sign out agents based on the agent state. The most recent agent states and descriptions are available in the following table.

                                                                                                                                                                                                              Most Recent State

                                                                                                                                                                                                              Indicates that

                                                                                                                                                                                                              Connected

                                                                                                                                                                                                              The agent is connected to at least one channel. This state includes Ringing and Wrap-Up also. An icon indicates the most recently connected channel in the State Duration field.

                                                                                                                                                                                                              Available

                                                                                                                                                                                                              The agent is available on the desktop, but hasn’t received an active contact.

                                                                                                                                                                                                              Idle

                                                                                                                                                                                                              The agent has set an Idle state. Check the Idle Code field for more information.

                                                                                                                                                                                                              An option to forcefully sign out an agent is available, if a regular sign out is not possible. The administrator or supervisor should exercise caution while forcefully signing out the agent, as the agent's current contacts are cleared.

                                                                                                                                                                                                              For Chat and Email channels, when the supervisor tries to forcefully sign out an agent from the Management Portal, the agent gets signed out; but the chat session remains open. The contact clean up functionality is not available for these channels.

                                                                                                                                                                                                              To sign out an agent, click Sign Out in the Action field. You receive a notification that the agent is successfully signed out.

                                                                                                                                                                                                              You can access the Agent State Data - Realtime dashboard only if you have View or Edit permissions to the Logout Agents module. To sign out agents, you must have Edit permissions to the module. For more information, see Module Settings.

                                                                                                                                                                                                              • The Social channel type appears in the reports if your enterprise has purchased the Social Channel add-on.

                                                                                                                                                                                                              • The Deployment Name filter appears only for Cloud Connect users.

                                                                                                                                                                                                              For more information about reports, see the Types of Records Available in Each Repository section in Webex Contact Center Analyzer User Guide.

                                                                                                                                                                                                              Change User Interface Colors

                                                                                                                                                                                                              You can set colors or skins in the selection panel and in the banner on the pages:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              Click the Gears icon at the top-right corner of the Management Portal.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the tab displaying the Wrench icon, and select a skin.

                                                                                                                                                                                                              The colors change immediately.
                                                                                                                                                                                                              3

                                                                                                                                                                                                              (Optional) Click the Reset icon to restore the default color.

                                                                                                                                                                                                              Create a Custom Theme

                                                                                                                                                                                                              You can customize the banner color and images for the Management Portal user interface by creating a custom theme. You must have proper authorization to customize the user interface.

                                                                                                                                                                                                              To create a custom theme:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              Click the Gears icon at the top-right corner of the Management Portal.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the tab displaying the Custom Theme icon.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              In Banner Color, enter the HTML (hexadecimal) code for a color or click the small box on the right and select a color.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              (Optional) Click the folder button for each listed image type, navigate to the image file in your system that you want to use, and click Open. The supported file types are PNG, JPG, JPEG, and GIF.

                                                                                                                                                                                                              5

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              The user interface updates with the new theme.
                                                                                                                                                                                                              6

                                                                                                                                                                                                              (Optional) Click Reset to revert your changes.

                                                                                                                                                                                                              View and Regenerate Your API Key

                                                                                                                                                                                                              To view or regenerate your API key:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              Click the Gears icon at the top-right corner of the Management Portal.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the tab displaying the API Key icon.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              (Optional) Click the link to view the API key.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Click Regenerate Key to regenerate your API key.

                                                                                                                                                                                                              Access Audit Trail Reports

                                                                                                                                                                                                              The Audit Trail page provides an interface where you can view details about the provisioning module changes to your account in last three years. However, you can fetch data for a seven-day period only. You can also download the details in a Microsoft Excel or an Adobe PDF file. Ensure that you have permission to view the reports.

                                                                                                                                                                                                              To display an audit trail report:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Audit Trail.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Select the filters:

                                                                                                                                                                                                              Call Status

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Entity

                                                                                                                                                                                                              Select the entity from the drop-down. Entities are the items in the provisioning database tables.

                                                                                                                                                                                                              Action

                                                                                                                                                                                                              Select the action performed on the selected entity, such as Create, Delete, and Update.

                                                                                                                                                                                                              Time Period

                                                                                                                                                                                                              Select a date range of seven days from the calender controls.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Apply Filters.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              (optional) Click Download PDF or Download EXCEL to download the report.

                                                                                                                                                                                                              Provisioning Webex Contact Center Resources

                                                                                                                                                                                                              Tenant Settings

                                                                                                                                                                                                              You can now access tenant settings directly from the Control Hub of newly enhanced Webex Contact Center. For more information, visit Tenant Settings help on Webex Help Center.

                                                                                                                                                                                                              If you are still accessing tenant settings through Webex Contact Center Management Portal, you can continue with the following instructions.

                                                                                                                                                                                                              You can use the Webex Contact Center Management Portal to configure the tenants that your administrator provisions for your enterprise. To view the tenant settings for your enterprise, click your enterprise name under the Provisioning module in the navigation bar.

                                                                                                                                                                                                              Click the following tabs to configure the tenant settings:

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              The General Settings tab displays the following settings.

                                                                                                                                                                                                              In the following table, the check mark (✓) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.

                                                                                                                                                                                                              To modify the settings, click Edit at the bottom of the page.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Tenant

                                                                                                                                                                                                              Partner

                                                                                                                                                                                                              Webex Contact Center

                                                                                                                                                                                                              Tenant Details

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of your enterprise.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) The description for your enterprise.

                                                                                                                                                                                                              Time Zone

                                                                                                                                                                                                              The time zone that you provision for your enterprise. For more information, see About Time Zones.

                                                                                                                                                                                                              Status

                                                                                                                                                                                                              The status of the tenant. You cannot change the status of the tenant.

                                                                                                                                                                                                              Desktop settings

                                                                                                                                                                                                              The Desktop section displays the following settings.

                                                                                                                                                                                                              • Agent experience: Set the inactivity timeout and auto wrap-up interval.

                                                                                                                                                                                                              • Voice features: Enable or disable force default DN, end call, and end consult.

                                                                                                                                                                                                              • RONA timeouts: Configure RONA (Redirection on No Answer) timeouts for unanswered calls.

                                                                                                                                                                                                              • System settings: Set lost connection recovery timeouts.

                                                                                                                                                                                                              Manage RONA timeouts

                                                                                                                                                                                                              The contact center administrators can manage the Redirection on No Answer (RONA) timeout settings for agents and customers.

                                                                                                                                                                                                              To configure the RONA timeout settings for both inbound and outbound call scenarios:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              Log in to the customer organization on Control Hub.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Navigate to Services > Contact Center > Settings > Desktop.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              In the RONA timeouts section, enter the timeout values in seconds, for the channels.

                                                                                                                                                                                                              The table shows the default value and the allowed range for the RONA timeout settings.

                                                                                                                                                                                                              ChannelsDefault Value (seconds)Minimum Value (seconds)

                                                                                                                                                                                                              Maximum Value (seconds)

                                                                                                                                                                                                              Telephony (inbound and outbound)

                                                                                                                                                                                                              18

                                                                                                                                                                                                              1

                                                                                                                                                                                                              120

                                                                                                                                                                                                              Chat

                                                                                                                                                                                                              30

                                                                                                                                                                                                              1

                                                                                                                                                                                                              6000

                                                                                                                                                                                                              Email

                                                                                                                                                                                                              300

                                                                                                                                                                                                              1

                                                                                                                                                                                                              6000

                                                                                                                                                                                                              Social

                                                                                                                                                                                                              30

                                                                                                                                                                                                              1

                                                                                                                                                                                                              6000

                                                                                                                                                                                                              • For inbound call scenarios, Webex Contact Center connects the customer call to the agent session for the duration of the unanswered call. The call is then redirected to another agent or skill group. For example, if the Telephony default value is set to 18 seconds and the agent does not receive the call within the specified time, the call goes to RONA state. Webex Contact Center returns the call to the queue and re-routes it to another agent or skill group.

                                                                                                                                                                                                              • For outbound call scenarios, the configured time is inclusive of both agent and customer accepting the expected call for the specified duration. Webex Contact Center will first connect to the agent for the time specified and the remaning time will be utilized to connect to the customer. For example, if the Telephony default value is set to18 seconds and it takes 2 seconds to connect to the agent, the remaining 16 seconds will be utilized to connect to the customer. It is recommended to set an optimal time that balances both the time of the agent and the customer/devices handling the calls.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              Provisioning

                                                                                                                                                                                                              The Provisioning tab displays the following settings. The partner administrator and the Webex Contact Center administrator specify these settings.

                                                                                                                                                                                                              To modify the settings, click Edit at the bottom of the page.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              System Profile

                                                                                                                                                                                                              Workforce Options

                                                                                                                                                                                                              Allows the supervisors to manage the human resources. Supervisors can proactively analyze and adjust for daily realities and make smarter decisions to manage resources to optimize service levels.

                                                                                                                                                                                                              Workforce Options enable one or more of the following Workforce Optimization options for your enterprise:

                                                                                                                                                                                                              • Quality Management

                                                                                                                                                                                                              • Workforce Management

                                                                                                                                                                                                              • WFO Analytics

                                                                                                                                                                                                              • Workforce Analytics with Transcriptions

                                                                                                                                                                                                              • Workforce Optimization Bundle

                                                                                                                                                                                                              The availability of these features depends on your license. Contact your organization administrator for more information.

                                                                                                                                                                                                              Campaign Management

                                                                                                                                                                                                              Enables the third-party software List and the Campaign Manager (LCM) module for a tenant. LCM manages the upload, selection, and rescheduling of contacts. It also provides campaign manager reports.

                                                                                                                                                                                                              The availability of this feature depends on your license. Contact your organization administrator for more information.

                                                                                                                                                                                                              Speech Enabled IVR

                                                                                                                                                                                                              If this setting is Yes, your enterprise allows customers to post questions or concerns in plain language to the system.

                                                                                                                                                                                                              The availability of this feature depends on your license. Contact your organization administrator for more information.

                                                                                                                                                                                                              Settings

                                                                                                                                                                                                              The Settings tab displays the following settings. An asterisk (*) indicates that the settings are not available to tenants with standard licenses.

                                                                                                                                                                                                              In the table below, the ✓ mark in the Tenant column indicates the settings that authorized users of your enterprise specify. Similarly, the ✓ mark in the Partner column identifies the settings that the partner administrator specifies. The ✓ in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.

                                                                                                                                                                                                              To modify the settings, click Edit at the bottom of the page.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Tenant

                                                                                                                                                                                                              Partner

                                                                                                                                                                                                              Webex Contact Center

                                                                                                                                                                                                              Call Settings

                                                                                                                                                                                                              Short Call Threshold

                                                                                                                                                                                                              The time interval, in seconds, to determine whether the call is short or abandoned.

                                                                                                                                                                                                              Sudden Disconnect Threshold

                                                                                                                                                                                                              The time interval in seconds to determine whether the agent handles the call or the call ends. The time determines if there is an issue with the connectivity or with the behavior of the agent. You can consider a call as disconnected, if the call terminates within this time interval after it reaches a destination site.

                                                                                                                                                                                                              Default Outdial ANI

                                                                                                                                                                                                              The default dial number for the tenant to make outdial calls. The default dial number is displayed in the customer's caller ID, if an agent does not select a specific outdial ANI (Automatic Number Identification) for an outdial call.

                                                                                                                                                                                                              • To be available as the default outdial ANI, the dial number must be mapped to an entry point. For more information, see Entry Point Mappings.

                                                                                                                                                                                                              • By default, the first dial number that is mapped to an entry point is displayed as the default outdial ANI. If a dial number is not mapped to an entry point, the Default Outdial ANI field indicates Not Configured.

                                                                                                                                                                                                              To select a default outdial ANI for the tenant, click Edit at the bottom of the page. The Default Outdial ANI drop-down list contains all of the existing dial numbers that are mapped to entry points. To set a dial number as the default outdial ANI, select the dial number from the drop-down list.

                                                                                                                                                                                                              Timeout Settings

                                                                                                                                                                                                              Desktop Inactivity Timeout

                                                                                                                                                                                                              Desktop Inactivity Timeout enables you to automatically sign out an agent from the desktop after being inactive for the specified time. An agent is considered inactive for not performing any activity on the Agent Desktop while in the Idle state. Agent activity includes handling contacts, working on custom widgets, or performing any task on the Agent Desktop.

                                                                                                                                                                                                              The default setting is set to No. If the setting remains at No, then the agents who are signed in will be charged for agent license usage until their session is explicitly signed out.

                                                                                                                                                                                                              If the setting is Yes, system automatically signs out an agent after being idle for the provided timeout duration.

                                                                                                                                                                                                              You can provide an idle timeout value from 3 to 10,000 minutes.

                                                                                                                                                                                                              Concurrent Voice Contact Settings

                                                                                                                                                                                                              Concurrent Voice Contact Entitlements

                                                                                                                                                                                                              The number of concurrent voice contact sessions that the tenant is entitled to.

                                                                                                                                                                                                              This entitlement is based on the following formula:

                                                                                                                                                                                                              ((Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 3) + Number of Add-on IVR port licenses

                                                                                                                                                                                                              One session (interaction) in surge protection includes all the inbound and outbound calls related to that session.

                                                                                                                                                                                                              • For zero commitment orders, the default value of Concurrent Voice Contact Entitlements is:

                                                                                                                                                                                                                100 + Number of Add-on IVR port licenses

                                                                                                                                                                                                              • You cannot modify the value of Concurrent Voice Contact Entitlements.

                                                                                                                                                                                                              Voice Contact Surge Percentage

                                                                                                                                                                                                              The percentage of voice contact sessions that the tenant can have, over and above the Concurrent Voice Contact Entitlements.

                                                                                                                                                                                                              The default surge percentage is 30%.

                                                                                                                                                                                                              Maximum Concurrent Voice Contact Threshold

                                                                                                                                                                                                              The maximum number of concurrent voice contact sessions that are allowed for the tenant. The contact center drops any inbound or outbound voice contacts after reaching this threshold.

                                                                                                                                                                                                              This value is derived from the Concurrent Voice Contact Entitlements and the Voice Contact Surge Percentage fields.

                                                                                                                                                                                                              For example, if the concurrent voice contact entitlements is 300 and the surge percentage is 30% (default value), the Maximum Concurrent Voice Contact Threshold is calculated as:

                                                                                                                                                                                                              300 x 1.3 = 390

                                                                                                                                                                                                              • If the Maximum Concurrent Voice Contact Threshold is insufficient for your business requirements for a short duration, submit a service request to Cisco Support to have the value adjusted. Cisco Support will adjust the surge percentage to ensure that the required Maximum Concurrent Voice Contact Threshold is available for your tenant.

                                                                                                                                                                                                              • This field is for production traffic only and reverts to the previous entitlement unless you purchase license in 7 days. This feature is not meant for load testing or any non-production use.

                                                                                                                                                                                                              • Use this field only if there is evidence of calls being rejected. Be wary that if you increase the surge percentage then your monthly invoice may also increase as per the overage.

                                                                                                                                                                                                              Concurrent Digital Contact Settings

                                                                                                                                                                                                              Concurrent Digital Contact Entitlements

                                                                                                                                                                                                              The number of concurrent digital contact sessions that the tenant is entitled to.

                                                                                                                                                                                                              This entitlement is based on the following formula:

                                                                                                                                                                                                              (Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 2 x 15

                                                                                                                                                                                                              • For zero commitment orders, the default value of concurrent digital contact entitlements is:

                                                                                                                                                                                                                100 x 15

                                                                                                                                                                                                              • You cannot modify the value of concurrent digital contact entitlements.

                                                                                                                                                                                                              Digital Contact Surge Percentage

                                                                                                                                                                                                              The percentage of digital contact sessions that the tenant can have, over and above the concurrent digital contact entitlements.

                                                                                                                                                                                                              The default surge percentage is 30%.

                                                                                                                                                                                                              Maximum Concurrent Digital Contact Threshold

                                                                                                                                                                                                              The maximum number of concurrent digital contact sessions that are allowed for the tenant. The contact center drops any new digital contacts after reaching this threshold.

                                                                                                                                                                                                              The value of Maximum Concurrent Digital Contact Threshold is set to 30% higher than the concurrent digital contact entitlements.

                                                                                                                                                                                                              Maximum Concurrent Digital Threshold = Concurrent Digital Contact Entitlements * 1.3.

                                                                                                                                                                                                              This value is derived from the Concurrent Digital Contact Entitlements and the Digital Contact Surge Percentage fields:

                                                                                                                                                                                                              Maximum Concurrent Digital Threshold =

                                                                                                                                                                                                              (Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) x 2 x 15 x 1.3

                                                                                                                                                                                                              For example, if the concurrent digital contact entitlements is 300 and the surge percentage is 30% (default value), the maximum concurrent digital contact threshold is calculated as:

                                                                                                                                                                                                              300*1.3 = 390

                                                                                                                                                                                                              • For zero commitment orders, the maximum concurrent digital contact threshold is:

                                                                                                                                                                                                                Max Concurrent Digital Contact Threshold = Concurrent Digital Contact Entitlement * 1.3 =

                                                                                                                                                                                                                1500 * 1.3

                                                                                                                                                                                                              • When incoming contacts are rejected because of the surge, the associated flow generates a flow error on its node. You can find the details of the error in the Surge Protection Statistics report.

                                                                                                                                                                                                              • If the maximum concurrent digital contact threshold is insufficient for your business requirements for a short duration, submit a service request to Cisco Support to have the value adjusted. Cisco Support will adjust the surge percentage to ensure that the required maximum concurrent digital contact threshold is available for your tenant.

                                                                                                                                                                                                              • This field is for production traffic only and reverts to the previous entitlement unless you purchase a license in 7 days. This feature is not meant for load testing or any non-production use.

                                                                                                                                                                                                              • Use this field only if there is evidence of calls being rejected. Be wary that if you increase the surge percentage then your monthly invoice may also increase as per the overage.

                                                                                                                                                                                                              Other Settings

                                                                                                                                                                                                              Maximum Callback Attempts

                                                                                                                                                                                                              The number of times the system attempts a requested callback if the initial callback attempt fails.

                                                                                                                                                                                                              Retry Callback Interval

                                                                                                                                                                                                              The number of seconds between the callback attempts in case the initial callback attempt fails.

                                                                                                                                                                                                              Pause/Resume Enabled

                                                                                                                                                                                                              If this setting is Yes, agents can pause and resume recording a call. For example, the agent can pause a call recording while obtaining sensitive information from the customer, such as credit card information.

                                                                                                                                                                                                              If this setting is No, you can enable this feature for individual queues at another time.

                                                                                                                                                                                                              You can use this feature only if your administrator enables the Privacy Shield feature for your enterprise. For more information, contact your administrator.

                                                                                                                                                                                                              Recording Pause Duration

                                                                                                                                                                                                              This setting specifies the amount of time for which the system pauses the call recording. After the time has elapsed, the system automatically starts recording the call.

                                                                                                                                                                                                              Check Agent Availability

                                                                                                                                                                                                              If this setting is Yes, the system does not route any contacts to the teams with no logged-in agents.

                                                                                                                                                                                                              If this setting is No, you can enable this setting for individual queues. For more information, see Adding an Entry Point or Queue.

                                                                                                                                                                                                              Record All Calls

                                                                                                                                                                                                              If this setting is Yes, the system records all inbound and outdial calls.

                                                                                                                                                                                                              If this setting is No, the system records calls based on the settings for each queue.

                                                                                                                                                                                                              Entry Points and Queues

                                                                                                                                                                                                              Entry points and queues are types of virtual teams. A virtual team is a holding place for incoming customer requests.

                                                                                                                                                                                                              You can create entry points and queues depending on how the Webex Contact Center administrator has configured your profile.

                                                                                                                                                                                                              Entry Point

                                                                                                                                                                                                              The inbound entry point is the initial landing place for a customer contact in the Webex Contact Center system. For the customer calls, you can associate one or more toll-free or dial numbers with a given entry point. The system performs IVR call treatment for a call while the call is in the entry point.

                                                                                                                                                                                                              You can assign a flow to an entry point. Moreover, if you want to implement the business hours to define the working and nonworking hours for your contact center, you can choose a flow that has the business hours activity configured, and assign it to the entry point.

                                                                                                                                                                                                              We strongly recommend you to assign new flows directly to an entry point using the business hours activity. For the existing flows, you should also plan to migrate the routing strategy flow configurations to entry point using business hours.

                                                                                                                                                                                                              If a flow is associated to an entry point and uses business hours, it will take precedence over the same flow that is associated with a routing strategy as well.

                                                                                                                                                                                                              For more information on how to configure Business Hours in a flow, see Business Hours activity.

                                                                                                                                                                                                              To use entry points for the telephony channel type, ensure that you do the following:

                                                                                                                                                                                                              • Map a dial number (DN) to the entry point. For more information, see Entry Point Mappings.

                                                                                                                                                                                                              • Assign a flow to an entry point. For more information, see Create an Entry Point.

                                                                                                                                                                                                              • Contact your Webex Contact Center administrator for other Provisioning configurations.

                                                                                                                                                                                                              Queue

                                                                                                                                                                                                              An inbound queue is where the customer contact waits before the system assigns the customer to an agent or DN.

                                                                                                                                                                                                              The inbound queue that represents a third-party Automatic Call Distributor (ACD) is known as a proxy queue. Calls that are sent to an external ACD are distributed to agents by the external ACD. Webex Contact Center uses proxy queues to track the call activity that occurs on the external ACD queues. There are two types of proxy queues: dedicated and shared. Agents signed in to a dedicated proxy queue serve only the Webex Contact Center customer; agents signed in to a shared queue serve multiple customers.

                                                                                                                                                                                                              Outdial Entry Point

                                                                                                                                                                                                              The outdial entry point is provisioned for outbound (outdial) customer calls in the Webex Contact Center system.

                                                                                                                                                                                                              In the Outdial Entry Point list, a system-generated Outdial Transfer to Queue entry point is automatically created. If the outdial calls need to be transferred to the queue, map the DN to the Outdial Transfer to Queue entry point. For more information on mapping an outdial entry point, see Map an Entry Point.

                                                                                                                                                                                                              You can’t edit the system-generated Outdial Transfer to Queue entry point.

                                                                                                                                                                                                              Outdial Queue

                                                                                                                                                                                                              The outdial queue where the customer contact waits for the system to assign the customer to an agent or DN.

                                                                                                                                                                                                              Create an Entry Point

                                                                                                                                                                                                              To create an entry point:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Entry Point.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click + New Entry Point.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              In the General Settings area, enter the following settings:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of the entry point.

                                                                                                                                                                                                              The Name can’t exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              A short description of the entry point.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              Choose a channel type, such as Telephony, Email, and Chat.

                                                                                                                                                                                                              The default channel type is Telephony.

                                                                                                                                                                                                              Outdial Primary DID URL

                                                                                                                                                                                                              The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Outdial Backup DID URL

                                                                                                                                                                                                              The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              5

                                                                                                                                                                                                              In the Advanced Settings area, enter the following settings:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              The service level threshold field has no functional impact on the system's calculations, you may enter any dummy number for the threshold duration.

                                                                                                                                                                                                              Control Script URL

                                                                                                                                                                                                              The system automatically populates this field with the URL for this entry point or the default control script of the queue. It happens when you don’t configure the control script using the Webex Contact Center Routing Strategy module.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              IVR Requeue URL

                                                                                                                                                                                                              Currently we don’t support this setting.

                                                                                                                                                                                                              Overflow Number

                                                                                                                                                                                                              Enter the destination phone number to which the system diverts the customer calls when they exceed the Maximum Time in Queue that you have set in the routing strategy.

                                                                                                                                                                                                              This setting is applicable only for the Telephony channel type.

                                                                                                                                                                                                              Vendor ID

                                                                                                                                                                                                              Enter the unique alphanumeric string that maps this entry point to the vendor.

                                                                                                                                                                                                              Currently, we don’t support this setting.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) Enter the time zone that routing strategies use for this entry point.

                                                                                                                                                                                                              The default time zone is the time zone of the tenant.

                                                                                                                                                                                                              DN List

                                                                                                                                                                                                              IVR DN List

                                                                                                                                                                                                              Enter the DN pool list numbers if you want to integrate this entry point with an external IVR.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Flow

                                                                                                                                                                                                              Choose a flow from the drop-down list to assign that flow to this entry point.

                                                                                                                                                                                                              This list contains all flows that are created in the Routing Strategy > Flow page of Management Portal.

                                                                                                                                                                                                              If you want to implement the business hours entities to define working and non-working hours for your organization, we recommend you to choose only those flows in which the Business Hours activity is configured. The Business Hours activity takes the appropriate branch based on the business hours configuration associated with it. For more information about creating business hours entities in Control Hub, see Set up Business Hours in Webex Contact Center.

                                                                                                                                                                                                              For more information on how to configure Business Hours activity, see Business Hours.

                                                                                                                                                                                                              6

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              View the Details of an Entry Point

                                                                                                                                                                                                              To view an entry point:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Entry Point .

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside an entry point and click View. You can view the following details:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of the entry point.

                                                                                                                                                                                                              The Name can’t exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              A short description of the entry point.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              Choose a channel type, such as Telephony, Email, and Chat.

                                                                                                                                                                                                              The default channel type is Telephony.

                                                                                                                                                                                                              Outdial Primary DID URL

                                                                                                                                                                                                              The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Outdial Backup DID URL

                                                                                                                                                                                                              The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Edit an Entry Point

                                                                                                                                                                                                              To edit an entry point or an outdial entry point:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Entry Point.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside an entry point and click Edit.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              You can edit the following fields:

                                                                                                                                                                                                              Vendor ID

                                                                                                                                                                                                              Enter the unique alphanumeric string that maps this entry point to the vendor. You use this setting in the following scenario:

                                                                                                                                                                                                              • If the queue is a proxy queue.

                                                                                                                                                                                                              • If it is an entry point that you use for any channel except Telephony.

                                                                                                                                                                                                              Currently, we do not support this setting.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of the entry point.

                                                                                                                                                                                                              The Name can’t exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              A short description of the entry point.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              Choose a channel type, such as Telephony, Email, and Chat.

                                                                                                                                                                                                              The default channel type is Telephony.

                                                                                                                                                                                                              Outdial Primary DID URL

                                                                                                                                                                                                              The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Outdial Backup DID URL

                                                                                                                                                                                                              The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              If you are viewing a proxy queue, you can click the search button in the DNIS Pool Data field to open a pop-up window displaying the list of DNIS entries for the queue. You can click a button bottom of the pop-up window to print the list or download the data as a .csv file.

                                                                                                                                                                                                              If you are editing a proxy queue configured to use the blocked area codes feature, you can click the edit button to edit the list of blocked area codes. For more information, see Block an Area Code

                                                                                                                                                                                                              Copy an Entry Point

                                                                                                                                                                                                              To copy an entry point:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Entry Point.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside an entry point and click Copy.

                                                                                                                                                                                                              A copy of the selected entry point appears. The fields have the same values as the original entry point.

                                                                                                                                                                                                              You can save the same entry point with a different name or edit and save the entry point.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              You can edit the following details:

                                                                                                                                                                                                              There are some settings that you cannot edit. You can edit the Chat Template settings from https://admin.webex.com/.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of the entry point.

                                                                                                                                                                                                              The Name can’t exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              A short description of the entry point.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              Choose a channel type, such as Telephony, Email, and Chat.

                                                                                                                                                                                                              The default channel type is Telephony.

                                                                                                                                                                                                              Outdial Primary DID URL

                                                                                                                                                                                                              The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Outdial Backup DID URL

                                                                                                                                                                                                              The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Create an Outdial Entry Point

                                                                                                                                                                                                              To create an outdial entry point:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Outdial Entry Point.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click + Outdial Entry Point.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              In the General Settings area, enter the following settings:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of the outdial entry point.

                                                                                                                                                                                                              The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              A short description of the outdial entry point.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              Choose a channel type as Telephony.

                                                                                                                                                                                                              The default channel type is Telephony.

                                                                                                                                                                                                              Outdial Primary DID URL

                                                                                                                                                                                                              The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Outdial Backup DID URL

                                                                                                                                                                                                              The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              5

                                                                                                                                                                                                              In the Advanced Settings area, enter the following settings:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the duration for which a customer request can be in a queue before the system flags it as outside the service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Control Script URL

                                                                                                                                                                                                              The system automatically populates this field with the URL for this entry point or the default control script of the queue. It happens when you do not configure the control script using the Webex Contact Center Routing Strategy module.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              IVR Requeue URL

                                                                                                                                                                                                              Currently we do not support this setting.

                                                                                                                                                                                                              Overflow Number

                                                                                                                                                                                                              Enter the destination phone number to which the system diverts the customer calls when they exceed the Maximum Time in Queue that you have set in the routing strategy.

                                                                                                                                                                                                              This setting is applicable only for the Telephony channel type.

                                                                                                                                                                                                              Vendor ID

                                                                                                                                                                                                              Enter the unique alphanumeric string that maps this entry point to the vendor.

                                                                                                                                                                                                              Currently, we do not support this setting.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) Enter the time zone that routing strategies use for this outdial entry point.

                                                                                                                                                                                                              Flow

                                                                                                                                                                                                              Contact Center supports building flows and event flows using the flow designer. You can use these flows in an Outdial Entry Point.

                                                                                                                                                                                                              Choose the flow that you want to assign for the Outdial Entry Point.

                                                                                                                                                                                                              • This outdial queue will be used for reporting purposes.

                                                                                                                                                                                                              • You can choose either a routing strategy or a flow for any outdial entry point. If you choose a routing strategy, you can't customize the outdial features such as selecting flow, music, and outdial queues. You can't use flow control configurations such as Customize ANI, Screen pop, Global variable and so on, as part of the outdial experience. We recommend that you use flows instead of routing strategies to avail any advanced configurations such as Screen pop, Customize ANI and so on.

                                                                                                                                                                                                              • For activities that are supported, see Support for workflows in Outdial Entry Point.

                                                                                                                                                                                                              Music on Hold

                                                                                                                                                                                                              Select the music file that you want use in the Outdial Entry Point.

                                                                                                                                                                                                              Outdial Queue

                                                                                                                                                                                                              Select the outdial queue from the list for the Outdial Entry Point.

                                                                                                                                                                                                              DN List

                                                                                                                                                                                                              IVR DN List

                                                                                                                                                                                                              Enter the DN pool list numbers if you want to integrate this entry point with an external IVR.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              6

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              View the Details of an Outdial Entry Point

                                                                                                                                                                                                              To view an outdial entry point:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Outdial Entry Point.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside an entry point and click View. You can view the following details:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of the outdial entry point.

                                                                                                                                                                                                              The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              A short description of the outdial entry point.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              Choose a channel type as Telephony.

                                                                                                                                                                                                              The default channel type is Telephony.

                                                                                                                                                                                                              Outdial Primary DID URL

                                                                                                                                                                                                              The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Outdial Backup DID URL

                                                                                                                                                                                                              The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Edit an Outdial Entry Point

                                                                                                                                                                                                              To edit an outdial entry point:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Outdial Entry Point.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside an outdial entry point and click Edit.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              You can edit the following fields:

                                                                                                                                                                                                              Vendor ID

                                                                                                                                                                                                              Enter the unique alphanumeric string that maps this entry point to the vendor. You use this setting in the following scenario:

                                                                                                                                                                                                              • If the queue is a proxy queue.

                                                                                                                                                                                                              • If it is an entry point that you use for any channel except Telephony.

                                                                                                                                                                                                              Currently, we do not support this setting.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of the outdial entry point.

                                                                                                                                                                                                              The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              A short description of the outdial entry point.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              Choose a channel type as Telephony.

                                                                                                                                                                                                              The default channel type is Telephony.

                                                                                                                                                                                                              Outdial Primary DID URL

                                                                                                                                                                                                              The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Outdial Backup DID URL

                                                                                                                                                                                                              The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Copy an Outdial Entry Point

                                                                                                                                                                                                              To copy an outdial entry point:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Outdial Entry Point.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside an entry point and click Copy.

                                                                                                                                                                                                              A copy of the selected outdial entry point appears. The fields have the same values as the original outdial entry point.

                                                                                                                                                                                                              You can save the same outdial entry point with a different name or edit and save the outdial entry point.

                                                                                                                                                                                                              You can edit the following details:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              The name of the outdial entry point.

                                                                                                                                                                                                              The Name cannot exceed 80 characters. It can contain alphanumeric characters, underscores, and hyphens.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              A short description of the outdial entry point.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              Choose a channel type as Telephony.

                                                                                                                                                                                                              The default channel type is Telephony.

                                                                                                                                                                                                              Outdial Primary DID URL

                                                                                                                                                                                                              The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              Outdial Backup DID URL

                                                                                                                                                                                                              The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

                                                                                                                                                                                                              This setting is applicable only for Outdial Entry Point.

                                                                                                                                                                                                              You cannot edit certain settings. You can edit the Chat Template settings from https://admin.webex.com/.

                                                                                                                                                                                                              Create a Queue and an Outdial Queue

                                                                                                                                                                                                              To create a queue:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Queue or Outdial Queue.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click + New Queue or + New Outdial Queue.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Enter the following settings for the queue and click Save:

                                                                                                                                                                                                              Table 1. Configuration for Channel Type Telephony

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The available channel types are:

                                                                                                                                                                                                              Telephony
                                                                                                                                                                                                              The default channel type.
                                                                                                                                                                                                              Email
                                                                                                                                                                                                              Email channel.
                                                                                                                                                                                                              Chat
                                                                                                                                                                                                              Chat channel.

                                                                                                                                                                                                              For outdial queues, the only channel type that is supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Calls are routed to the agent who has been available for the longest time in all teams assigned to the queue in the Call Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

                                                                                                                                                                                                                The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Outbound Campaign Enabled

                                                                                                                                                                                                              This toggle button is displayed for outdial queues.

                                                                                                                                                                                                              If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later. The Longest Available Agent is the only supported queue routing type for outdial queues.

                                                                                                                                                                                                              Call Distribution

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Permit Monitoring

                                                                                                                                                                                                              Click Yes or No to specify whether users can monitor the calls.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Permit Recording

                                                                                                                                                                                                              Click Yes or No to specify whether the system can record the calls.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Record All Calls

                                                                                                                                                                                                              This setting is available if you enable Permit Recording.

                                                                                                                                                                                                              Click Yes or No to indicate whether the system can record all the calls for this queue.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Pause/Resume Enabled

                                                                                                                                                                                                              Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.

                                                                                                                                                                                                              If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.

                                                                                                                                                                                                              Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

                                                                                                                                                                                                              Recording Pause Duration

                                                                                                                                                                                                              This setting is available if you set Pause/Resume Enabled to Yes.

                                                                                                                                                                                                              This setting specifies the time in seconds, after which the recording resumes automatically.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Default Music in Queue

                                                                                                                                                                                                              Select the name of the audio (.wav) file to play for calls when the calls arrive or wait in the queue. This is the default audio file.

                                                                                                                                                                                                              If Play Music is not configured in the Queue Contact activity, then the default music file is played.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              Table 2. Configuration for Channel Type Chat

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The channel type is: Chat

                                                                                                                                                                                                              For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The chat is routed to the agent who has been available for the longest duration. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              Table 3. Configuration for Channel Type Email

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The channel type is: Email

                                                                                                                                                                                                              For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              View the Details of a Queue or an Outdial Queue

                                                                                                                                                                                                              To view a queue or an outdial queue:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Queue or Outdial Queue.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside a queue and click View. You can view the following details:

                                                                                                                                                                                                              Table 4. Configuration for Channel Type Telephony

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The available channel types are:

                                                                                                                                                                                                              Telephony
                                                                                                                                                                                                              The default channel type.
                                                                                                                                                                                                              Email
                                                                                                                                                                                                              Email channel.
                                                                                                                                                                                                              Chat
                                                                                                                                                                                                              Chat channel.

                                                                                                                                                                                                              For outdial queues, the only channel type that is supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Calls are routed to the agent who has been available for the longest time in all teams assigned to the queue in the Call Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

                                                                                                                                                                                                                The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Outbound Campaign Enabled

                                                                                                                                                                                                              This toggle button is displayed for outdial queues.

                                                                                                                                                                                                              If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later. The Longest Available Agent is the only supported queue routing type for outdial queues.

                                                                                                                                                                                                              Call Distribution

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Permit Monitoring

                                                                                                                                                                                                              Click Yes or No to specify whether users can monitor the calls.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Permit Recording

                                                                                                                                                                                                              Click Yes or No to specify whether the system can record the calls.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Record All Calls

                                                                                                                                                                                                              This setting is available if you enable Permit Recording.

                                                                                                                                                                                                              Click Yes or No to indicate whether the system can record all the calls for this queue.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Pause/Resume Enabled

                                                                                                                                                                                                              Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.

                                                                                                                                                                                                              If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.

                                                                                                                                                                                                              Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

                                                                                                                                                                                                              Recording Pause Duration

                                                                                                                                                                                                              This setting is available if you set Pause/Resume Enabled to Yes.

                                                                                                                                                                                                              This setting specifies the time in seconds, after which the recording resumes automatically.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Default Music in Queue

                                                                                                                                                                                                              Select the name of the audio (.wav) file to play for calls when the calls arrive or wait in the queue. This is the default audio file.

                                                                                                                                                                                                              If Play Music is not configured in the Queue Contact activity, then the default music file is played.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              Table 5. Configuration for Channel Type Chat

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The channel type is: Chat

                                                                                                                                                                                                              For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The chat is routed to the agent who has been available for the longest duration. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              Table 6. Configuration for Channel Type Email

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The channel type is: Email

                                                                                                                                                                                                              For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              Edit a Queue or an Outdial Queue

                                                                                                                                                                                                              To edit a queue or an outdial queue:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Queue or Outdial Queue.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon to beside a queue and click Edit.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              You can edit the following fields:

                                                                                                                                                                                                              You cannot edit some settings. You can edit the Chat Template settings from Cisco Webex Control Hub.

                                                                                                                                                                                                              Table 7. Configuration for Channel Type Telephony

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The available channel types are:

                                                                                                                                                                                                              Telephony
                                                                                                                                                                                                              The default channel type.
                                                                                                                                                                                                              Email
                                                                                                                                                                                                              Email channel.
                                                                                                                                                                                                              Chat
                                                                                                                                                                                                              Chat channel.

                                                                                                                                                                                                              For outdial queues, the only channel type that is supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              If Campaign Management is enabled in the System Profile (see Provisioning), then the Contact Routing Settings section is displayed for the Outdial queues.

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Calls are routed to the agent who has been available for the longest time in all teams assigned to the queue in the Call Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Calls are routed to agents based on skill requirements configured in the Flow that is associated with the entry point.

                                                                                                                                                                                                                The Skills Based routing type is available only if your queue is provisioned with Channel Type as Telephony.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route a call when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The call is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                Best Available Agent: The call is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Outbound Campaign Enabled

                                                                                                                                                                                                              This toggle button is displayed for outdial queues.

                                                                                                                                                                                                              If the toggle button is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later. The Longest Available Agent is the only supported queue routing type for outdial queues.

                                                                                                                                                                                                              Call Distribution

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add a Call Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute calls to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Permit Monitoring

                                                                                                                                                                                                              Click Yes or No to specify whether users can monitor the calls.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Permit Recording

                                                                                                                                                                                                              Click Yes or No to specify whether the system can record the calls.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Record All Calls

                                                                                                                                                                                                              This setting is available if you enable Permit Recording.

                                                                                                                                                                                                              Click Yes or No to indicate whether the system can record all the calls for this queue.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Pause/Resume Enabled

                                                                                                                                                                                                              Click Yes or No to specify whether the agents can pause and resume a call recording. For example, the agent can pause call recording while discussing sensitive information from the customer, such as credit card details.

                                                                                                                                                                                                              If you enable the Pause/Resume Enabled feature in the Tenant settings, the system overrides a No setting here. For more information, see Tenant Settings.

                                                                                                                                                                                                              Agents can use this feature if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

                                                                                                                                                                                                              Recording Pause Duration

                                                                                                                                                                                                              This setting is available if you set Pause/Resume Enabled to Yes.

                                                                                                                                                                                                              This setting specifies the time in seconds, after which the recording resumes automatically.

                                                                                                                                                                                                              This setting is available for the Telephony channel type.

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Default Music in Queue

                                                                                                                                                                                                              Select the name of the audio (.wav) file to play for calls when the calls arrive or wait in the queue. This is the default audio file.

                                                                                                                                                                                                              If Play Music is not configured in the Queue Contact activity, then the default music file is played.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              Table 8. Configuration for Channel Type Chat

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The channel type is: Chat

                                                                                                                                                                                                              For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Chats are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Chat Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Chats are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route a chat when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The chat is routed to the agent who has been available for the longest duration. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                                Best Available Agent: When you select this setting, the chat is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add a Chat Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute chats to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              Table 9. Configuration for Channel Type Email

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the queue.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a short description for the queue.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              (Read-only) This read-only field displays whether the settings are for an entry point, a queue, an outdial entry point, or an outdial queue.

                                                                                                                                                                                                              Channel Type

                                                                                                                                                                                                              The channel type is: Email

                                                                                                                                                                                                              For outdial queues, the only channel type supported is Telephony.

                                                                                                                                                                                                              Contact Routing Settings

                                                                                                                                                                                                              Queue Routing Type

                                                                                                                                                                                                              The supported queue routing types are:

                                                                                                                                                                                                              • Longest Available Agent: Emails are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Email Distribution section. For more information, see Longest Available Agent (LAA).

                                                                                                                                                                                                              • Skills Based: Emails are routed to agents based on skill requirements configured in the Webex Connect flow.

                                                                                                                                                                                                                When you select Skills Based as the routing type, two other options appear for you to specify how to route an email when more than one agent with the required skill set is available:

                                                                                                                                                                                                                Longest Available Agent: The email is routed to the agent who has been available for the longest duration.

                                                                                                                                                                                                                Best Available Agent: When you select this setting, the email is routed to the agent with the highest proficiency across all skills for the contact. This setting is applicable if at least one of the skills in the skill requirement list is of type Proficiency. For more information, see Skills-based Routing Types.

                                                                                                                                                                                                              You cannot edit the Queue Routing Type after the queue is saved.

                                                                                                                                                                                                              Add Group

                                                                                                                                                                                                              Add an Email Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute emails to more teams as time in queue progresses.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Service Level Threshold

                                                                                                                                                                                                              Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If you complete a customer service request within this time interval, the system considers it within the service level.

                                                                                                                                                                                                              Maximum Time in Queue

                                                                                                                                                                                                              Enter the time after which the contact (all media types) is terminated.

                                                                                                                                                                                                              Time Zone (Routing Strategies Only)

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point.

                                                                                                                                                                                                              Copy a Queue or an Outdial Queue

                                                                                                                                                                                                              To copy a queue:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose Queue or Outdial Queue.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside a queue and click Copy.

                                                                                                                                                                                                              A copy of the queue page appears. The fields have the same values as the original queue.

                                                                                                                                                                                                              You can save the same queue with a different name or edit the queue.

                                                                                                                                                                                                              You can edit the following details:

                                                                                                                                                                                                              Deactivate an Entry Point or a Queue

                                                                                                                                                                                                              You cannot deactivate an entry point or queue if you associate it with any other entities such as dial numbers or other routing strategy. When you try to deactivate these entry points or queues, you get an error message. Click the information icon at the end of the message to view the list of all the associated entities.

                                                                                                                                                                                                              After you deactivate an entry point or queue, you can still see it in the Entry Points/Queues page as Not Active. Historical reports also display details of the deactivated entry points or queues.

                                                                                                                                                                                                              In the Entry Points/Queues page, you can click the ellipsis icon and then the restore icon to reactivate an entry point or queue.

                                                                                                                                                                                                              To deactivate an entry point or queue:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose the type of entry point or queue that you want to deactivate.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside an entry point or queue and click Mark Inactive.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                              Activate an Entry Point or a Queue

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Choose the type of entry point or queue that you want to activate.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click the ellipsis icon beside the entry point or queue with the status Not Active and click Restore.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the entry point or queue changes to Active.

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              A site is a physical contact center location under the control of your enterprise. For example, enterprise Acme can have sites in Chicago, Manila, and Bangalore with agents to handle customer contacts.

                                                                                                                                                                                                              When you create a site, the system automatically adds a team and a multimedia profile to the new site. You can change the team name and other settings, but cannot change the team type from Capacity based to Agent based. Do not delete the team without adding another team for the new site.

                                                                                                                                                                                                              Create a Site

                                                                                                                                                                                                              To create a site:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click + New Site.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the following details and click Save:

                                                                                                                                                                                                              Settings

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the site.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Multimedia Profile

                                                                                                                                                                                                              This setting is available, if your administrator enables Multimedia for your enterprise.

                                                                                                                                                                                                              Select a multimedia profile for the site. If you do not assign, the system assigns the Default_Telephony_Profile. For more information, see Multimedia Profiles.

                                                                                                                                                                                                              View the Details of a Site

                                                                                                                                                                                                              To view the details of a site:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the site that you want to view, and click View.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              You can view the following settings:

                                                                                                                                                                                                              Edit a Site

                                                                                                                                                                                                              To edit a site:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the site that you want to edit, and click Edit.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              You can edit the following settings. Click Save after you have made the changes:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Edit the name of the site. Generally, it is the name of the geographical location.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              Status

                                                                                                                                                                                                              Modify the status of the site.

                                                                                                                                                                                                              Multimedia Profile

                                                                                                                                                                                                              Modify the multimedia profile for the site.

                                                                                                                                                                                                              If you do not assign a profile to the site, the system assigns the Default_Telephony_Profile. This setting is available if the administrator has enabled Multimedia for your enterprise. For more information, see Multimedia Profiles.

                                                                                                                                                                                                              Deactivate a Site

                                                                                                                                                                                                              You cannot deactivate a site if agents or active teams are associated with the site. If you try to deactivate such a site, a message informs you that you cannot deactivate the site. You can click the information icon in the message to view the list of entities that are associated with this site.

                                                                                                                                                                                                              If you deactivate a site, you can still see it in the Sites page as Not Active. Historical reports also display details of the deactivated sites.

                                                                                                                                                                                                              To deactivate a site:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the site you want to deactivate, and click Mark Inactive.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the site changes to Not Active.

                                                                                                                                                                                                              Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                              Activate a Site

                                                                                                                                                                                                              To activate a site:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Site.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the site that you want to activate and click Restore.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the site changes to Active.

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              A team is a group of people who support a specific group of functions. For example, supporting the Gold customers or managing billing, and so on. A team consists of agents and is associated with a specific site.

                                                                                                                                                                                                              Create a team

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click + New Team.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the following details:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Site

                                                                                                                                                                                                              Choose the site from the drop-down list. You can’t edit the site later.

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the team. Use names that indicate the function of the team, such as Billing or Customer Support.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              Choose a team type:

                                                                                                                                                                                                              • Agent Based: You assign a specific number of agents to the team.

                                                                                                                                                                                                              • Capacity Based: You don’t assign any specific number of agents to the team. You use capacity-based teams for voice mailboxes or agent groups that Webex Contact Center does not manage.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              DN

                                                                                                                                                                                                              Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

                                                                                                                                                                                                              Capacity

                                                                                                                                                                                                              If Capacity Based is specified in the Team Type field, specify the maximum number of simultaneous calls that this team can handle.You can specify a maximum of up to 10,000. Calls will be routed toother sites or will be queued after the team capacity has beenreached.

                                                                                                                                                                                                              Priority

                                                                                                                                                                                                              The priority of the team. Currently Cisco doesn’t support this feature.

                                                                                                                                                                                                              Skill Profile

                                                                                                                                                                                                              (Optional) If your organization administrator enables the optional Skills-based Routing feature for your enterprise, you can select a skill profile for this team. For more information, see Skill Profiles.

                                                                                                                                                                                                              • As an administrator, you can update the skill profile of agents. These changes are applied to all relevant agents without the need for these agents to sign out and sign in again to the Desktop.

                                                                                                                                                                                                              • You can’t assign this setting to a capacity-based team.

                                                                                                                                                                                                              Multimedia Profile

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multimedia for your enterprise, you can select a multimedia profile for this team. For more information, see Multimedia Profiles. This profile overrides the multimedia profile that you assign to the site of this team.

                                                                                                                                                                                                              You can’t assign this profile to a capacity-based team.

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              From the drop-down list, choose the agents you want to add to the team. You can assign only the agents that your organization administrator configures for your enterprise. For more information, see View the Details of a User.

                                                                                                                                                                                                              You can’t assign this profile to a capacity-based team.

                                                                                                                                                                                                              Desktop Layout

                                                                                                                                                                                                              (Optional) For agent-based teams, choose a desktop layout from the drop-down list. To create a desktop layout for agent-based teams, see Create a Desktop Layout.

                                                                                                                                                                                                              • If the team uses an unmodified layout, the new layout-based features appear automatically on the Desktop. The Desktop users can view the new layout-based features when they sign in or reload the browser.

                                                                                                                                                                                                              • This setting is not applicable for a capacity-based team.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              View a team

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the team that you want to view, and click View. You can view all of the configured details.

                                                                                                                                                                                                              Edit a team

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the team that you want to edit, and click Edit. You can edit the following settings:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Site

                                                                                                                                                                                                              Displays the site chosen for creating a team. This field cannot be edited.

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the team. Use names that indicate the function of the team, such as Billing or Customer Support.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              Choose a team type:

                                                                                                                                                                                                              • Agent Based: You assign a specific number of agents to the team.

                                                                                                                                                                                                              • Capacity Based: You don’t assign any specific number of agents to the team. You use capacity-based teams for voice mailboxes or agent groups that Webex Contact Center does not manage.

                                                                                                                                                                                                              Advanced Settings

                                                                                                                                                                                                              DN

                                                                                                                                                                                                              Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

                                                                                                                                                                                                              Priority

                                                                                                                                                                                                              The priority of the team. Currently Cisco doesn’t support this feature.

                                                                                                                                                                                                              Skill Profile

                                                                                                                                                                                                              (Optional) If your organization administrator enables the optional Skills-based Routing feature for your enterprise, you can select a skill profile for this team. For more information, see Skill Profiles.

                                                                                                                                                                                                              As an administrator, you can update the skill profile of agents. These changes are applied to all relevant agents without the need for these agents to sign out and sign in again to the Desktop.

                                                                                                                                                                                                              Multimedia Profile

                                                                                                                                                                                                              (Optional) If your organization administrator enables Multimedia for your enterprise, you can select a multimedia profile for this team. For more information, see Multimedia Profiles. This profile overrides the multimedia profile that you assign to the site of this team.

                                                                                                                                                                                                              You can’t assign this profile to a capacity-based team.

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              From the drop-down list, choose the agents you want to add to the team. You can assign only the agents that your organization administrator configures for your enterprise. For more information, see View the Details of a User.

                                                                                                                                                                                                              You can’t assign this profile to a capacity-based team.

                                                                                                                                                                                                              Desktop Layout

                                                                                                                                                                                                              (Optional) For agent-based teams, choose a desktop layout from the drop-down list. To create a desktop layout for agent-based teams, see Create a Desktop Layout.

                                                                                                                                                                                                              If the team uses an unmodified layout, the new layout-based features appear automatically on the Desktop. The Desktop users can view the new layout-based features when they sign in or reload the browser.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              Deactivate a team

                                                                                                                                                                                                              You cannot deactivate teams associated with agents or active routing strategies. When you try to deactivate such teams, Management Portal displays a message that the team cannot be deactivated. You can click the information icon in the message to view the list of entities associated with a team.

                                                                                                                                                                                                              If you deactivate a team, you still see the Teams page as Not Active. Historical reports also display details of deactivated teams.

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the team that you want to deactivate, and click Mark Inactive.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the team changes to Not Active.

                                                                                                                                                                                                              Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                              Activate a Team

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Team.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the team that you want to activate and click Restore.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the team changes to Active.

                                                                                                                                                                                                              Users

                                                                                                                                                                                                              Users of a contact center are agents, supervisors, and managers. A user profile defines a user's access privileges for the Management Portal. Management Portal modules provide users with real-time visibility and control over resources for which they are responsible.

                                                                                                                                                                                                              An agent user account must include a user profile granting access to the Agent Desktop module, and must include a desktop profile, as described in Desktop Profiles. Agents use the Webex Contact Center Desktop to manage customer interactions and supervisors to manage supervisor capabilities.

                                                                                                                                                                                                              You can create and delete users through Control Hub.

                                                                                                                                                                                                              Management Portal synchronizes users with contact center licenses from Control Hub, irrespective of their status.

                                                                                                                                                                                                              By default, you are shown only active users. To view inactive users, check the Show Inactive Users check box.

                                                                                                                                                                                                              View the Details of a User

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              To view the details of a user, click the ellipsis icon beside the first name, and then click View.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              You can search users using one of the following parameters:

                                                                                                                                                                                                              • First Name

                                                                                                                                                                                                              • Last Name

                                                                                                                                                                                                              • Email

                                                                                                                                                                                                              The search results display 20 users per page. Enter any three characters in the Search box. The search results display the users that match the search criteria. Follow one of these steps to navigate the user list page:

                                                                                                                                                                                                              • Click Next to navigate to the next page.

                                                                                                                                                                                                              • Click Last to navigate to the last page.

                                                                                                                                                                                                              • Click Previous to navigate to the previous page.

                                                                                                                                                                                                              • Click First to navigate to the first page.

                                                                                                                                                                                                              You can view the following details of the user:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Username

                                                                                                                                                                                                              The name the user uses to log in to the Webex Contact Center Management Portal.

                                                                                                                                                                                                              First Name

                                                                                                                                                                                                              The first name of the user.

                                                                                                                                                                                                              Last Name

                                                                                                                                                                                                              The last name of the user.

                                                                                                                                                                                                              Email

                                                                                                                                                                                                              The email address of the user.

                                                                                                                                                                                                              Work

                                                                                                                                                                                                              The work phone number of the user.

                                                                                                                                                                                                              Mobile

                                                                                                                                                                                                              The mobile phone number of the user. The system displays the number as a string without dashes; for example, 4155551212.

                                                                                                                                                                                                              User Profile

                                                                                                                                                                                                              The profile of the user. For more information, see Manage a User Profile.

                                                                                                                                                                                                              Contact Center Enabled

                                                                                                                                                                                                              The setting to access the Agent Desktop and handle customer requests.

                                                                                                                                                                                                              Status

                                                                                                                                                                                                              The status of the user.

                                                                                                                                                                                                              Agent Settings

                                                                                                                                                                                                              Site

                                                                                                                                                                                                              The site of the agent. For more information, see Create a Site.

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              The teams to which the agent belongs. For more information, see Create a team

                                                                                                                                                                                                              If a user doesn't belong to any team, then the user is a supervisor.

                                                                                                                                                                                                              If a user belongs to any team, then the user is both a supervisor and an agent.

                                                                                                                                                                                                              Skill Profile

                                                                                                                                                                                                              The skill profile of the agent.

                                                                                                                                                                                                              This feature is available if your administrator has enabled the optional Skills-Based Routing feature for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent. For more information, see Skill Profiles.

                                                                                                                                                                                                              Desktop Profile

                                                                                                                                                                                                              The profile of the agent. For more information, see Desktop Profiles.

                                                                                                                                                                                                              An agent can belong to several teams, but can have only one desktop profile.

                                                                                                                                                                                                              Multimedia Profile

                                                                                                                                                                                                              The multimedia profile of the agent.

                                                                                                                                                                                                              This feature is available if your administrator enables the optional Multimedia feature for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to sign in to the Desktop. For more information, see Multimedia Profiles.

                                                                                                                                                                                                              External ID

                                                                                                                                                                                                              Agent identification details, such as the employee number.

                                                                                                                                                                                                              Default DN

                                                                                                                                                                                                              The dial number of the agent.

                                                                                                                                                                                                              The dial number can be in one of the following formats:

                                                                                                                                                                                                              • E.164 number format: [+][Country Code][Number]

                                                                                                                                                                                                                Example: +11234567890

                                                                                                                                                                                                              • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

                                                                                                                                                                                                                Example: 01161123456789

                                                                                                                                                                                                              Edit a User

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              To edit the details of a user, click the ellipsis button next to the first name of the user and then click Edit. You can edit the following settings:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Username

                                                                                                                                                                                                              Enter the name that the user uses to log in to the Webex Contact Center system. The username must be a valid email address. You can’t edit this setting.

                                                                                                                                                                                                              First Name

                                                                                                                                                                                                              Enter the first name of the user.

                                                                                                                                                                                                              Last Name

                                                                                                                                                                                                              Enter the last name of the user.

                                                                                                                                                                                                              Email

                                                                                                                                                                                                              Optionally, enter the email address of the user.

                                                                                                                                                                                                              Agent Settings

                                                                                                                                                                                                              External ID

                                                                                                                                                                                                              Optionally, enter another means of identifying the agent, such as an employee number.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Country

                                                                                                                                                                                                              Edit the country in which the user resides.

                                                                                                                                                                                                              State

                                                                                                                                                                                                              Edit the state in which the user resides.

                                                                                                                                                                                                              City

                                                                                                                                                                                                              Edit the city in which the user resides.

                                                                                                                                                                                                              Street

                                                                                                                                                                                                              Edit the street in which the user resides.

                                                                                                                                                                                                              Work

                                                                                                                                                                                                              Edit the work phone number of the user.

                                                                                                                                                                                                              Mobile

                                                                                                                                                                                                              Edit the mobile phone number of the user.

                                                                                                                                                                                                              Zip Code

                                                                                                                                                                                                              Edit the postal code of the user.

                                                                                                                                                                                                              User Profile

                                                                                                                                                                                                              Edit the profile of the user. For more information, see Manage a User Profile.

                                                                                                                                                                                                              Contact Center Enabled

                                                                                                                                                                                                              Click On to provide the user access to Agent Desktop.

                                                                                                                                                                                                              Status

                                                                                                                                                                                                              Edit the status of the user.

                                                                                                                                                                                                              Supervisor Settings

                                                                                                                                                                                                              Primary Team

                                                                                                                                                                                                              Edit the team for the supervisor.

                                                                                                                                                                                                              Agent Settings

                                                                                                                                                                                                              Site

                                                                                                                                                                                                              The site of the agent. For more information, see Create a Site.

                                                                                                                                                                                                              Ensure that the following conditions are met when you change the site of a user:

                                                                                                                                                                                                              • The agent isn’t signed in to the Agent Desktop when the site is changed. You can sign out the agent explicitly or change the site during a scheduled maintenance.

                                                                                                                                                                                                              • If the site attribute is changed while an agent is signed in, the agent experiences errors and unexpected desktop behavior.

                                                                                                                                                                                                              When you change the site:

                                                                                                                                                                                                              • The team assigned to the agent is automatically reset. You must assign a new team to the agent.

                                                                                                                                                                                                              • The desktop profileis reset if its parent type attribute is Site. The desktop profile isn’t reset if its parent type attribute is Tenant.

                                                                                                                                                                                                              • The agent can't see the data that is related to the previously assigned site in the Agent Performance Statistics Reports on the Agent Desktop.

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              The teams to which the agent belongs. To assign the agent to one or more teams, choose the teams from the drop-down list.

                                                                                                                                                                                                              Skill Profile

                                                                                                                                                                                                              Edit the skill profile of the agent. Choose a profile from the drop-down list.

                                                                                                                                                                                                              This feature is available if your administrator enables the optional Skills-Based Routing feature for your enterprise. This profile overrides any skill profile at the team level that is associated with the agent. For more information, see Skill Profiles.

                                                                                                                                                                                                              Desktop Profile

                                                                                                                                                                                                              Edit the profile of the agent. Choose a profile from the drop-down list. For more information, see Desktop Profiles.

                                                                                                                                                                                                              Note: An agent can belong to several teams, but has a single desktop profile.

                                                                                                                                                                                                              Multimedia Profile

                                                                                                                                                                                                              Edit the multimedia profile of the agent. Choose a profile from the drop-down list.

                                                                                                                                                                                                              You can't assign custom multimedia profiles to standard agents. This field is grayed out by default when you choose a standard agent.

                                                                                                                                                                                                              This feature is available if your administrator enables the optional Multimedia feature for your enterprise. This profile overrides the multimedia profile of the team that the agent uses to log in to the Agent Desktop. For more information, see Multimedia Profiles.

                                                                                                                                                                                                              Default DN

                                                                                                                                                                                                              (Optional) Edit the dial number of the agent. If a dial number isn’t specified for the agent, you can add a dial number.

                                                                                                                                                                                                              Enter the dial number in one of the following formats:

                                                                                                                                                                                                              • E.164 number format: [+][Country Code][Number]

                                                                                                                                                                                                                Example: +11234567890

                                                                                                                                                                                                              • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

                                                                                                                                                                                                                Example: 01161123456789

                                                                                                                                                                                                              External ID

                                                                                                                                                                                                              (Optional) Edit the identification details of the agent, such as the employee number.

                                                                                                                                                                                                              You can edit the following settings from Cisco Webex Control Hub:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              Username

                                                                                                                                                                                                              The name that the user uses to log in to Management Portal.

                                                                                                                                                                                                              First Name

                                                                                                                                                                                                              The first name of the user.

                                                                                                                                                                                                              Last Name

                                                                                                                                                                                                              The last name of the user.

                                                                                                                                                                                                              Email

                                                                                                                                                                                                              The email address of the user.

                                                                                                                                                                                                              Export Items Provisioned for a User

                                                                                                                                                                                                              To export the details of the items that you have provisioned for a user:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside a username and click Excel or PDF. The report contains details of the following items:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Active Inbound Entry Point Details

                                                                                                                                                                                                              The details of the entry points that you map to the user.

                                                                                                                                                                                                              Outdial Entry Points

                                                                                                                                                                                                              The details of outdial entry points that you map to the user.

                                                                                                                                                                                                              Inbound Queues

                                                                                                                                                                                                              The details of inbound queues that you map to the user.

                                                                                                                                                                                                              Outdial Queues

                                                                                                                                                                                                              The details of outdial queues that you map to the user.

                                                                                                                                                                                                              Sites

                                                                                                                                                                                                              The details of the sites that you map to the user.

                                                                                                                                                                                                              Teams

                                                                                                                                                                                                              The details of the teams that you map to the user.

                                                                                                                                                                                                              Agents

                                                                                                                                                                                                              The details of the agents that you map to the user.

                                                                                                                                                                                                              Revoke API Key for a User

                                                                                                                                                                                                              To revoke API key for a user:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the required user and click Revoke API Key.

                                                                                                                                                                                                              A message appears that you have successfully revoked the API Key for the user.

                                                                                                                                                                                                              If you do not map an API key to the profile of that user, an error message appears that the user does not have an API key.

                                                                                                                                                                                                              Update and Upload Agent Template

                                                                                                                                                                                                              To upload the details of multiple agents simultaneously:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Users.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              To download the template, click the Export as CSV () icon.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Bulk Update () icon.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Browse the Agent Update template from your local system and choose the template.

                                                                                                                                                                                                              5

                                                                                                                                                                                                              Click Upload.

                                                                                                                                                                                                              6

                                                                                                                                                                                                              (Optional) Check the status of the upload from Bulk Operations Status in Provisioning.

                                                                                                                                                                                                              User Profiles

                                                                                                                                                                                                              User profiles determine the features accessible to a user in Cisco Contact Center.

                                                                                                                                                                                                              Manage a User Profile

                                                                                                                                                                                                              To create a user profile:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the + New User Profile.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the details in the following tabs and click Save in each tab.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              From the User Profiles page, you can also do the following:

                                                                                                                                                                                                              • To view the settings for a profile, click the ellipsis beside the user profile that you want to view, and click View.

                                                                                                                                                                                                              • To edit the settings for a profile, click the ellipsis icon beside the user profile that you want to edit, and click Edit. Modify the settings and click Save.

                                                                                                                                                                                                              • To export the settings for a profile, click the button to the left of the user profile and click Excel or PDF.

                                                                                                                                                                                                              • To revoke the API key for the profile, click the button to the left of the user profile and click Revoke API Key.

                                                                                                                                                                                                              General Settings

                                                                                                                                                                                                              When you configure a new user profile or edit an existing user profile, you can change the following settings in the General Settings tab.

                                                                                                                                                                                                              Parameter

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the user profile.

                                                                                                                                                                                                              When you copy a user profile, the system appends the words copy_of before the name of the original user profile. You can keep the same name or edit it as per your requirement.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a description for the profile.

                                                                                                                                                                                                              Profile Type

                                                                                                                                                                                                              Choose a type to determine the privilege level for this profile.

                                                                                                                                                                                                              For Management Portal, generic profile and module mapping are:

                                                                                                                                                                                                              • Standard Agent—Has access to Desktop module.

                                                                                                                                                                                                              • Premium Agent—Has access to Desktop and Multimedia module.

                                                                                                                                                                                                              • Supervisor—Has access to all modules but can't manage tenants in the Provisioning module.

                                                                                                                                                                                                              • Administrator—Has access to all modules.

                                                                                                                                                                                                              • Administration Only—Has access to the Provisioning, Routing Strategy, and Call Recording modules.

                                                                                                                                                                                                              Multimedia mode access to Standard Agent is only applicable if you have subscribed to Flex 3.0 plan. For more information, refer to Flex 3.0 Contact Center Ordering Guide.

                                                                                                                                                                                                              You can’t edit the profile type later.

                                                                                                                                                                                                              Status

                                                                                                                                                                                                              You can view and change this setting only when you edit or copy a user profile.

                                                                                                                                                                                                              Module Settings

                                                                                                                                                                                                              You can use user profiles to control access to Management Portal. The Module Settings tab allows you to specify permissions to the Management Portal modules. You can set module access when you create a new user profile, or edit or copy an existing user profile.

                                                                                                                                                                                                              The Module Access has the following options:

                                                                                                                                                                                                              If you click All for Module Access, then the user profile can access all of the modules. Click Specific if you want to provide the user access to selected modules only.

                                                                                                                                                                                                              You can specify access to the following specific modules.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Additional Supervisory Features

                                                                                                                                                                                                              Allows the administrator to manage additional supervisory features for the agents.

                                                                                                                                                                                                              To enable the following setting, click the toggle button:

                                                                                                                                                                                                              • Send Messages: Allows the supervisor to send a message to an agent from the Team Performance Details page.

                                                                                                                                                                                                              • Change Agent States: Allows the supervisor to change the agent state from the Team Performance Details page.

                                                                                                                                                                                                              Agent Desktop

                                                                                                                                                                                                              Allows the user to access the Desktop.

                                                                                                                                                                                                              Call Monitoring

                                                                                                                                                                                                              Allows the user to silently monitor the quality of service that is delivered to customers across multisource contact centers. The user can silently monitor a selected queue, team, site, or agent if you enable Call Monitoring for the user.

                                                                                                                                                                                                              To enable the following settings, click the toggle button:

                                                                                                                                                                                                              • Whisper Coach: Allows the user who is monitoring the call to speak to the agent (who is handling the call), without the customer hearing the conversation.

                                                                                                                                                                                                              • Restricted Monitor Only: Prevents the user from viewing and editing monitoring schedules that the user did not create.

                                                                                                                                                                                                              • View Blind Monitor Requests: Allows the user to view blind monitoring requests of other users.

                                                                                                                                                                                                              Call Recording

                                                                                                                                                                                                              Allows the user to record any active Webex Contact Center call. The user can select the call from a queue, team, site, or agent, and specify the duration for which to record the call.

                                                                                                                                                                                                              Multimedia

                                                                                                                                                                                                              Allows authorized users to choose a multimedia profile for the user, that includes all types of media such as voice, chat, email, and social. If Multimedia is not enabled, when you edit the user's details via Provisioning > Users, the Multimedia Profile drop-down list displays only the default telephony profile.

                                                                                                                                                                                                              Users who have subscribed to Flex 3.0 plan can access the following:

                                                                                                                                                                                                              • Digital Channels - Access to chat and email only

                                                                                                                                                                                                              • Social Channels - Access to social integrations

                                                                                                                                                                                                              Users with Standard Agent user profile have access to Digital Channels only.

                                                                                                                                                                                                              Provisioning

                                                                                                                                                                                                              Provides the user access to the Provisioning module. The user can perform provisioning activities for the enterprise only if you select Edit in the Provisioning drop-down list. You can control access for an administrator user to perform the following provisioning activities for the enterprise:

                                                                                                                                                                                                              • Manage Entry Points/Queues: Allows the user to manage Webex Contact Center entry points and queues.

                                                                                                                                                                                                              • Manage Sites: Allows the user to manage Webex Contact Center sites.

                                                                                                                                                                                                              • Manage Teams: Allows the user to manage Webex Contact Center teams.

                                                                                                                                                                                                              • Manage Users: Allows the user to manage Webex Contact Center users.

                                                                                                                                                                                                              • Manage User Profiles: Allows the user to manage Webex Contact Center user profiles.

                                                                                                                                                                                                              • Entry PointDN Mappings: Allows the user to map DNs to entry points.

                                                                                                                                                                                                              • Manage Dial Plans: Allows the user to create and edit dial plans.

                                                                                                                                                                                                              • Audit Trail: Allows the user to access the Audit Trail interface. This interface allows users to view details of the provisioning changes for the enterprise.

                                                                                                                                                                                                              • Branding: Provides the user access to the Custom Theme settings on the Management Portal landing page. The user can customize the banner color and images on the Management Portal pages.

                                                                                                                                                                                                              • Manage Tenants: Allows the user to edit some of the tenant settings.

                                                                                                                                                                                                              • Revoke API Key: Allows the user to revoke the API key of a Webex Contact Center user.

                                                                                                                                                                                                              • Manage Desktop profiles: Allows the user to manage desktop profiles.

                                                                                                                                                                                                              • Manage Skill Definitions: Allows the user to manage skill definitions.

                                                                                                                                                                                                              • Manage Skill Profiles: Allows the user to manage skill profiles.

                                                                                                                                                                                                              • Mange Work Types : Allows the user to manage work types.

                                                                                                                                                                                                              • Manage Auxilliary Codes: Allows the user to manage auxilliary codes.

                                                                                                                                                                                                              • Manage Outdial ANIs: Allows the user to manage Outdial ANIs.

                                                                                                                                                                                                              • Manage Desktop Layout : Allows the user to manage desktop layouts.

                                                                                                                                                                                                              • Manage Multimedia Profile: Allows the user to manage multimedia profiles.

                                                                                                                                                                                                              • Manage Address Books: Allows the user to manage address books.

                                                                                                                                                                                                              Recording Management

                                                                                                                                                                                                              Provides access to the Recording Management module, which allows the user to search for and play audio files recorded through the Webex Contact Center Call Recording feature. You can enable the following permissions to the Recording Management module:

                                                                                                                                                                                                              • Tags: Allows the user to access the Tags tab to view, create, and edit tags that can be assigned to audio files. You can use these tags as search criteria.

                                                                                                                                                                                                              • Security Keys: Allows the user to access the Security Keys tab to view and change the schedule for generating security key pairs.

                                                                                                                                                                                                              This setting allows Supervisors to access Quality Management widget through Desktop.

                                                                                                                                                                                                              Reporting and Analytics

                                                                                                                                                                                                              Provides access to the Reporting and Analytics module. The Reporting and Analytics module allows the user to segment, profile, and visualize the data in contact center systems. This module also helps to identify the key variables that impact productivity and desired business outcomes. Users can configure and modify the Analyzer schemas using this module.

                                                                                                                                                                                                              You can provide the user access to Business Rules if you have enabled View or Edit permissions for the Reporting and Analytics module. Business Rules enable the user to incorporate customer data into the Webex Contact Center environment for custom routing and other generic implementation.

                                                                                                                                                                                                              Routing Resources

                                                                                                                                                                                                              Provides you access to the web-based user interface for managing and configuring call handling strategies.

                                                                                                                                                                                                              You can create and schedule global call routing and team capacity strategies and alter them in real-time in response to changes in business dynamics.

                                                                                                                                                                                                              You can enable the following permissions to the Routing Strategy module:

                                                                                                                                                                                                              • Manage Call Flow Scripts: Allows you to upload and update call control scripts. A control script defines how calls are handled.

                                                                                                                                                                                                              • Manage Flows: Allows you to create and manage flows. A flow defines how you handle the calls.

                                                                                                                                                                                                              • Manage Audio Files: Allows you to upload and update media resources such as audio-on-hold files for use in routing strategies. Resource files with .wav, .ulaw, .au, .php, and .xml extensions are supported along with other formats, depending on how the tenant’s system is configured.

                                                                                                                                                                                                              Provides you access to the Flow Control module based on the option selected such as None, View, and Edit. You can provide the user access to Manage Call Flow Scripts and if you have enabled the View or Edit permission for the Routing Strategy module.

                                                                                                                                                                                                              • View: If you set Routing Strategy to View, the portal provides only the Open option in the flows table.

                                                                                                                                                                                                                When this configuration is set to View, the Copy and Delete options are not provided in the Flows tab even when you set the Manage Call Flow Scripts toggle to On.

                                                                                                                                                                                                              • Edit: If you set Routing Strategy to Edit, you can configure the following settings:

                                                                                                                                                                                                                • Using this toggle, you can either enable or disable access to the Flow Control module.

                                                                                                                                                                                                                  If you disable the permission in the portal for a user, then the portal blocks the Flow Control module to load by stating- "Flow access denied - You do not have permission to edit flows for your organization".

                                                                                                                                                                                                                  If you enable the permission in the portal for a user, then the portal allows such user to work with the Flow Control module.

                                                                                                                                                                                                                • Allows you to upload and update media resources such as audio-on-hold files for use in routing strategies. Resource files with .wav, .ulaw, .au, .php, and .xml extensions are supported along with other formats, depending on how the tenant’s system is configured.

                                                                                                                                                                                                              Workforce Optimization

                                                                                                                                                                                                              Allows supervisor to access the workforce optimization features to manage human resources. Supervisors can proactively analyze and manage resources for optimizing service levels.

                                                                                                                                                                                                              The availability of workforce optimization features depends on your license.

                                                                                                                                                                                                              Access Rights

                                                                                                                                                                                                              You can configure the following settings from the Access Rights tab when you configure a new user profile or edit an existing user profile:

                                                                                                                                                                                                              • Entry Points

                                                                                                                                                                                                              • Queues

                                                                                                                                                                                                              • Sites

                                                                                                                                                                                                              • Teams

                                                                                                                                                                                                              From the drop-down list, choose the specific entities that the user can access. You can choose All to provide access to all entities of that type.

                                                                                                                                                                                                              View the Details of a User Profile

                                                                                                                                                                                                              To view the details of a user profile:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside a user profile and click View.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              You can view the following details:

                                                                                                                                                                                                              Edit a User Profile

                                                                                                                                                                                                              To edit a user profile:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside a user profile that you want to edit and click Edit.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              You can edit the details in the following tabs and click Save in each tab:

                                                                                                                                                                                                              Deactivate a User Profile

                                                                                                                                                                                                              Before you begin

                                                                                                                                                                                                              Ensure that you do not associate the user profile to any entity before you deactivate the user profile.

                                                                                                                                                                                                              To deactivate a user profile:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside a user profile and click Mark Inactive.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the user profile changes to Not Active.

                                                                                                                                                                                                              Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                              Activate a User Profile

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the user profile that you want to activate and click Restore.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the user profile changes to Active.

                                                                                                                                                                                                              Copy a User Profile

                                                                                                                                                                                                              You can copy an existing user profile, update the details, and save the profile with a different name.

                                                                                                                                                                                                              To copy a user profile:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > User Profiles.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside a user profile that you want to copy, and click Copy.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the details in the following tabs and click Save in each tab.

                                                                                                                                                                                                              Work Types

                                                                                                                                                                                                              When you create an idle or wrap-up code, you associate it with a work type. Work types group idle and wrap-up codes in auxiliary reports.

                                                                                                                                                                                                              Create a Work Type

                                                                                                                                                                                                              To create a work type:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Work Types.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click + New Work Type.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the following details and click Save:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the work type.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a description of the work type.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              Specify the type of auxiliary code to associate with the work type.

                                                                                                                                                                                                              Edit a Work Type

                                                                                                                                                                                                              To edit a work type:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Work Types.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the work type that you want to edit and click Edit. Except the Type, you can edit the following settings:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Edit the name for the work type.

                                                                                                                                                                                                              Status

                                                                                                                                                                                                              You cannot edit the status. It can only be changed if the Restore option is used.

                                                                                                                                                                                                              You cannot assign an inactive work type to an auxiliary code.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optionally) Edit the description of the work type.

                                                                                                                                                                                                              Type

                                                                                                                                                                                                              Specifies the type of auxiliary code. You cannot edit this setting.

                                                                                                                                                                                                              Deactivate a Work Type

                                                                                                                                                                                                              You cannot deactivate a work type if there are any auxiliary codes that are associated with the work type. When you try to deactivate such a work type, a message informs you that you cannot deactivate the work type. You can click the information icon in the message to view the list of entities that you have associated with this work type.

                                                                                                                                                                                                              After you deactivate a work type, you can still see it in the Work Types page as Not Active work types. Historical reports also display details of the deactivated work types.

                                                                                                                                                                                                              To deactivate a work type:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Work Types.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the work type that you want to deactivate and click Mark Inactive.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the work type changes to Not Active.

                                                                                                                                                                                                              Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                              Activate a Work Type

                                                                                                                                                                                                              To activate a work type:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Work Types.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the work type that you want to activate and click Restore.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the work type changes to Active.

                                                                                                                                                                                                              Auxiliary Codes

                                                                                                                                                                                                              Idle or wrap up codes are two types of Auxiliary codes. Agents select Idle or Wrap-Up codes in Webex Contact Center Agent Desktop to indicate their unavailability or status of the customer contacts. Idle codes typically indicate why an agent is not available to take customer contacts, such as during a lunch break or meeting. Wrap-up codes indicate the result of the customer contacts, for example, the agent escalated the contact, or sold a service.

                                                                                                                                                                                                              You associate each idle or wrap-up code with a work type. Work types are values that the system uses to group idle and wrap-up codes in auxiliary reports. For more information, see Create a Work Type.

                                                                                                                                                                                                              Agents can use an idle or wrap-up code if you assign the code to their profile.You must add at least one idle code and one wrap-up code in a desktop profile. For more information, see Desktop Profiles.

                                                                                                                                                                                                              If your enterprise uses the outdial feature, it is recommended that you create a wrap-up code such as Outdial Failed. Agents can use this code when they are in the wrap-up state after initiating an outdial call that fails to connect.

                                                                                                                                                                                                              Create Idle or Wrap-Up Codes

                                                                                                                                                                                                              To create an idle or wrap-up code:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Auxiliary Codes.

                                                                                                                                                                                                              The Aux Codes Idle Codes page appears. To view the list of wrap-up codes, click Wrap Up Codes at the top of the page.
                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click + New Idle Code or + New Wrap Up Code.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the following details and click Save.

                                                                                                                                                                                                              Is System Auxiliary Code

                                                                                                                                                                                                              Click Yes or No to indicate whether this is the system code. System auxiliary codes are used by the multimedia subsystem.

                                                                                                                                                                                                              Status

                                                                                                                                                                                                              Displayed on the View and Edit pages to specify whether the code is Active or Not Active.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter the code name.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a description of the code.

                                                                                                                                                                                                              Is Default

                                                                                                                                                                                                              Click Yes or No to indicate whether this is the default code.

                                                                                                                                                                                                              • If this is the first idle or wrap-up code for your organization, you must make it the default. You can modify it later after you create more codes.

                                                                                                                                                                                                              • When you make a code default, the system overrides the existing default code. At one point, there can be only one default code each for Idle and wrap-up.

                                                                                                                                                                                                              You must assign the default idle and wrap-up codes in desktop profiles. For more information, see Desktop Profiles.

                                                                                                                                                                                                              • The default wrap-up code is used when the agent’s profile specifies Auto Wrap Up. These agents do not enter wrap-up codes. Instead, they automatically go into the Available state after completing an incoming call and automatically go into the Idle state after making an outdial call.

                                                                                                                                                                                                              • The default idle code is used when the agent initially logs in and after the agent makes an outdial call if the agent’s profile specifies Auto wrap-up.

                                                                                                                                                                                                              Work Type

                                                                                                                                                                                                              Select the work type that you want to associate with this code.

                                                                                                                                                                                                              Edit Idle or Wrap-Up Codes

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Auxiliary Codes.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the idle or wrap-up code that you want to edit and click Edit.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the following details and click Save.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter the code name.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a description of the code.

                                                                                                                                                                                                              Is Default

                                                                                                                                                                                                              Click Yes or No to indicate whether this code is the default code.

                                                                                                                                                                                                              • If this code is the first idle or wrap-up code that you create, you must make it the default code. You can modify it later after you create other codes.

                                                                                                                                                                                                              You must include the default idle and wrap-up codes in desktop profiles. For more information, see Desktop Profiles.

                                                                                                                                                                                                              • The system uses the default wrap-up code when the profile of the agent specifies Auto Wrap Up. These agents do not enter wrap-up codes. Instead, they automatically go into the Available state after completing an incoming call and automatically go into the Idle state after making an outdial call.

                                                                                                                                                                                                              • The system uses the default idle code when the desktop profile has Auto Wrap enabled.

                                                                                                                                                                                                              Is System Auxiliary Code

                                                                                                                                                                                                              Click Yes or No to indicate whether this code is the system code. The multimedia subsystem uses the System auxiliary codes.

                                                                                                                                                                                                              Work Type

                                                                                                                                                                                                              Select the work type that you want to associate with this code.

                                                                                                                                                                                                              Delete Idle or Wrap-up Codes

                                                                                                                                                                                                              You cannot delete the idle or wrap-up code that is set as default. A message informs you that you cannot suspend or delete the default aux-code if you try to delete it. You must set another idle or wrap-up code to default before deleting the chosen wrap-up or idle code. See Edit Idle or Wrap-Up Codes to change the default setting.

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Auxiliary Codes.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the idle or wrap-up code and click Mark Inactive.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the idle or wrap-up code changes to Not Active.

                                                                                                                                                                                                              Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                              Desktop Profiles

                                                                                                                                                                                                              Desktop Profile is a group of permissions and Desktop behaviors that you assign to agents and supervisors. Each desktop profile specifies the following permissions and settings:

                                                                                                                                                                                                              • Queue Transfer

                                                                                                                                                                                                              • Agent Consult and Transfer

                                                                                                                                                                                                              • Wrap-up and Idle Codes

                                                                                                                                                                                                              • Wrap-up Timeout Values

                                                                                                                                                                                                              • Agent Auto Available

                                                                                                                                                                                                              • Dialing Capabilities

                                                                                                                                                                                                              • Dial Number Capabilities

                                                                                                                                                                                                              • Access to the agent personal statistics

                                                                                                                                                                                                              • Auto Answer

                                                                                                                                                                                                              For reports in the Agent Personal Statistics (APS) pane on Agent Desktop, desktop profile settings are applied.

                                                                                                                                                                                                              Create a Desktop Profile

                                                                                                                                                                                                              To create a desktop profile:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Desktop Profiles .

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the + New Desktop Profile and enter the following settings:

                                                                                                                                                                                                              General Information

                                                                                                                                                                                                              The General Information tab displays the following settings.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the desktop profile. You can create a desktop profile from a copy of another desktop profile. When you copy a profile, the system renames the copy. The copy name consists of the name of the profile from which the copy is made and the words copy_of appended as a prefix. You can retain the name the system assigned to the file or rename it.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a description for the profile.

                                                                                                                                                                                                              Status

                                                                                                                                                                                                              This setting appears only on the Edit page to indicate if the profile is active.

                                                                                                                                                                                                              • Active: You can assign the profile to an agent.

                                                                                                                                                                                                              • Not Active: You can't assign the profile to an agent.

                                                                                                                                                                                                              Parent Type

                                                                                                                                                                                                              Choose a parent type:

                                                                                                                                                                                                              • Tenant: The desktop profile is available to all sites at your enterprise.

                                                                                                                                                                                                              • Site: The desktop profile is available to a specific site.

                                                                                                                                                                                                              Parent Name

                                                                                                                                                                                                              This setting is available if you choose Parent Type as Site. Choose the site for which this desktop profile is available.

                                                                                                                                                                                                              Screen Popups

                                                                                                                                                                                                              Click On or Off to specify whether you want to allow external pop-up screens.

                                                                                                                                                                                                              Auto Answer

                                                                                                                                                                                                              Click Yes or No to specify whether incoming and outgoing calls on the Agent Desktop must automatically answer for an agent.

                                                                                                                                                                                                              If you choose Yes, Auto Answer works in both the following scenarios:

                                                                                                                                                                                                              Scenario 1: On Next Generation voice media platform, the agent uses Desktop as the voice channel option.

                                                                                                                                                                                                              Scenario 2: All the following conditions are met:

                                                                                                                                                                                                              If you choose Yes, Auto Answer works when all of the following conditions exist:

                                                                                                                                                                                                              • The deployment type is either a Webex Calling Cloud Connected PSTN or Local Gateway configuration.

                                                                                                                                                                                                              • On Control Hub, the Webex Contact Center Telephony option is Webex Calling.

                                                                                                                                                                                                              • On Control Hub, the setting enableAutoAnswer is on.

                                                                                                                                                                                                              • Agents use only one device.

                                                                                                                                                                                                                If agents use a Multiplatform Phone (MPP), you don't configure Webex App for the user on Control Hub.

                                                                                                                                                                                                                If agents use the Webex App, you configure the Desktop option for the user on Control Hub.

                                                                                                                                                                                                              When all the preceding conditions exist, calls are automatically answered for agents with only one device. Agents with more than one device must answer calls manually. Incoming calls to an agent are automatically answered and appear on the Agent Desktop. With outdial calls, the branch to the agent is automatically answered. The system doesn't invoke Auto Answer for simultaneous ring destinations, or if the agent forwards or redirects the call.

                                                                                                                                                                                                              In Webex Contact Center, you must not configure voicemail on agent devices, because if an agent declines a call and it is subsequently redirected to voicemail, the system will categorize the call as 'answered'.
                                                                                                                                                                                                              Auxiliary Codes

                                                                                                                                                                                                              The Desktop Profile > Auxiliary Codes page displays settings for the wrap up and idle codes and permissions that are related to wrap up and agent availability.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Wrap Up Settings

                                                                                                                                                                                                              When you click Auto Wrap Up with Time Out Of and enter the time, the system automatically enters the default wrap-up code after an agent completes a conversation. The agent, however, can select a different code within the time period that you specify here.

                                                                                                                                                                                                              Click Manual Wrap Up if you want the agent to select a wrap-up code after completing a call. No timeout is associated with manual wrap-up.

                                                                                                                                                                                                              Agent Available After Outdial

                                                                                                                                                                                                              Click On if you want the agent to go into the Available state after completing and wrapping up an outdial call.

                                                                                                                                                                                                              By default, an agent becomes available after the outdial call. However, if the agent does not want to be available after the outdial call, He/she can select an idle state from the Agent Availability State drop down list on the Desktop before the call is wrapped up.

                                                                                                                                                                                                              Click Off if you want the agent to go into the Idle state after completing and wrapping up an outdial call.

                                                                                                                                                                                                              Allow Auto Wrap Up Extension

                                                                                                                                                                                                              Click On if you want agents to cancel the auto wrap-up time and extend the wrap-up time.

                                                                                                                                                                                                              When this option set to On, the system displays the Cancel Auto Wrap Up option when the agent is in auto wrap-up mode.

                                                                                                                                                                                                              Wrap Up Codes

                                                                                                                                                                                                              Specify the wrap-up codes that the agents can select when they wrap up a contact:

                                                                                                                                                                                                              • Click All to make all wrap-up codes available.

                                                                                                                                                                                                              • Click Specific to make specific codes available; then choose codes from the drop-down list. To remove a code, click X on the left side of the listed code name.

                                                                                                                                                                                                              You must add the default wrap-up code in the Selected Codes list. The system uses the default code when you have enabled Auto Wrap Up in the profile of the agent. These agents do not enter wrap-up codes.

                                                                                                                                                                                                              Idle Codes

                                                                                                                                                                                                              Specify the Idle codes that the agents can select in Agent Desktop:

                                                                                                                                                                                                              • Click All to make all idle codes available.

                                                                                                                                                                                                              • Click Specific to make specific codes available; then select codes from the drop-down list. To remove a code, click X on the left side of the listed code name.

                                                                                                                                                                                                              You must add the default idle code in the Selected list. The system uses default codes in the following scenarios:

                                                                                                                                                                                                              • When the agent initially logs in.

                                                                                                                                                                                                              • After the agent makes an outdial call if you have enabled Auto Wrap Up in the profile of the agent.

                                                                                                                                                                                                              Collaboration

                                                                                                                                                                                                              The Desktop Profile > Collaboration page displays the following settings:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Entry Point/Queue Transfer Targets

                                                                                                                                                                                                              Specify the entry points or queues that the agents can choose from the Queue drop-down list on the Agent Desktop:

                                                                                                                                                                                                              • Click All to make all entry points and queues available.

                                                                                                                                                                                                                A maximum of 1000 entry points or queues are listed for an organization.

                                                                                                                                                                                                              • Click Specific to make specific entry points and queues available; then choose entry points and queues from the drop-down list.

                                                                                                                                                                                                              • Click None if you do not want to make any entry points or queues available as transfer targets.

                                                                                                                                                                                                              Buddy Teams

                                                                                                                                                                                                              Specify the teams that the agents can choose from the Agent drop-down list on the Agent Desktop.

                                                                                                                                                                                                              Agents can consult with, conference with, and transfer calls to the agents from the teams that they choose.

                                                                                                                                                                                                              • Click All to make the agents on all teams available.

                                                                                                                                                                                                              • Click Specific to make agents on specific teams available; then select teams from the drop-down list.

                                                                                                                                                                                                              • Click None if you do not want to make any teams available for consultation, conference, or call transfer.

                                                                                                                                                                                                              Consult To Queue

                                                                                                                                                                                                              Click On if you want the agent to be able to select a queue in the Queue drop-down list as a target for a consultation. The target must be an inbound Webex Contact Center queue.

                                                                                                                                                                                                              • If the agent selects an entry point as the target, the system disables the Consult button.

                                                                                                                                                                                                              • The system supports Consult to Queue only for queues that have teams serving them. If the agent attempts to consult to a queue that only redirects to another entry point or queue, the system displays a Consult Failed message.

                                                                                                                                                                                                              Dial Plan

                                                                                                                                                                                                              The Desktop Profile> Dial Plan page allows you to configure settings related to agent outdialing. The following table describes these settings.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Outdial Enabled

                                                                                                                                                                                                              If you want the agent to be able to make outdial calls, click the Outdial Enabled field to toggle to Yes.

                                                                                                                                                                                                              If you don't want the agent to make outdial calls, click the Outdial Enabled field to toggle to No. This setting prevents the dial pad from appearing on the Agent Desktop.

                                                                                                                                                                                                              To display the dial pad, you must have an appropriate setup. Contact the full administrator for the setup.

                                                                                                                                                                                                              Outdial Entry Points

                                                                                                                                                                                                              If you set Outdial Enabled to Yes, choose an entry point that the agent can use to make outdial calls from the drop-down list in the Outdial Entry Point field.

                                                                                                                                                                                                              Address Book

                                                                                                                                                                                                              Choose an address book from the drop-down list in the Address Book field. An address book includes the speed-dial numbers that the agent can choose from to make outdial and consult calls.

                                                                                                                                                                                                              If you set Outdial Enabled to No and you choose an address book, the agent can select a name from the address book for consults and transfers, but can't make outdial calls.

                                                                                                                                                                                                              Choose None if you don't want to make an address book available to the agent.

                                                                                                                                                                                                              See Create an Address Book for more information.

                                                                                                                                                                                                              Dial Plan Enabled

                                                                                                                                                                                                              If you want the agent to be able to make ad-hoc outdial calls, click the Dial Plan Enabled field to toggle to Yes.

                                                                                                                                                                                                              If you don't want the agent to be able to make ad-hoc outdial calls, click the Dial Plan Enabled field to toggle to No.

                                                                                                                                                                                                              When the Dial Plan Enabled setting is No, and the Outdial Enabled setting is Yes, the agent can make an outdial call, but only by either selecting an entry from the address book or typing a name from the address book in the Enter number to call field on the dial pad.

                                                                                                                                                                                                              Select Dial Plan

                                                                                                                                                                                                              This setting appears only if you set Dial Plan Enabled to Yes. Choose one or more dial plans for the system to use to validate the Dial Numbers (DN) that the agent enters in the Enter number to call field.

                                                                                                                                                                                                              Two default dial plans are available. You can also create custom dial plans for your enterprise. The default dial plans are:

                                                                                                                                                                                                              • US accepts input text such as the following:

                                                                                                                                                                                                                18005551234
1-800-555-1234
1 (800) 555-1234

                                                                                                                                                                                                              • Any Format accepts input such as the following:

                                                                                                                                                                                                                123
5551234
555-1234
1-800-FLOWERS
(800) 555-1234
John.Smith

                                                                                                                                                                                                              Outdial ANI

                                                                                                                                                                                                              This setting appears only if you set Outdial Enabled to Yes. Optionally, from the drop-down list in the Outdial ANI field, choose the name associated with the list of phone numbers that the agent can use to make an outdial call. The system uses the number that the agent uses as the caller ID for the call. For more information, see Create an Outdial ANI.

                                                                                                                                                                                                              Agent DN validation

                                                                                                                                                                                                              The Desktop Profile > Voice Channel options page displays the following settings.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Voice Channel options

                                                                                                                                                                                                              Agent DN — Allows agents to sign in using a DN

                                                                                                                                                                                                              Extension — Allows agents to sign in through a specific extension number

                                                                                                                                                                                                              Validation for Agent DN

                                                                                                                                                                                                              Click Unrestricted to allow agents to use any DN to sign in through the Station Credentials prompt on the Agent Desktop.

                                                                                                                                                                                                              If an agent enters an ad-hoc DN and the entry does not meet the sign-in syntax rules, the system rejects the agent sign-in.

                                                                                                                                                                                                              To restrict the DN that the agent can enter, click one of the following:

                                                                                                                                                                                                              • Provisioned Value restricts the sign-in DN to the default value you provision for the agent.

                                                                                                                                                                                                                Note: To provision or change an agent's default DN, edit the agent's user settings. Choose Provisioning > User > Edit > Agent Settings and enter a DN in the Default DN field. If you do not provision a DN, the agent can enter any DN to sign in.

                                                                                                                                                                                                              • Validation Criteria (Select from list) restricts the sign-in DN to the one or more dial plans you specify in the Validation Criteria setting.

                                                                                                                                                                                                              Validation Criteria

                                                                                                                                                                                                              This setting appears only if you set Validation for Agent DN to Validation Criteria.

                                                                                                                                                                                                              Select the dial plan to use for the DN validation:

                                                                                                                                                                                                              • Click All to validate the DN against all available dial plan formats.

                                                                                                                                                                                                              • Click Specific to validate the DN against one or more dial plans that you can choose from the Select Validation Criteria drop-down list. For more information, see Dial Plan.

                                                                                                                                                                                                              Agent Statistics

                                                                                                                                                                                                              The Desktop Profile > Agent Statistics page displays the following settings.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Agent Statistics

                                                                                                                                                                                                              Click On or Off to specify whether you want the agents to view their personal statistics in Agent Desktop.

                                                                                                                                                                                                              Queue Statistics

                                                                                                                                                                                                              This setting controls whether the agent can display statistics for all or some queues in the Agent Personal Statistics tab. Do one of the following:

                                                                                                                                                                                                              • Click All to enable the agent to display statistics for all queues.

                                                                                                                                                                                                              • Click Specific and then choose the queues from the Select Queues drop-down list to enable the agent to display statistics for specific queues.

                                                                                                                                                                                                              • Click None to prevent the agent from displaying queue statistics.

                                                                                                                                                                                                              Logged-in Team Statistics

                                                                                                                                                                                                              Click On or Off to specify whether the agent can view statistics for the team.

                                                                                                                                                                                                              • Settings for Logged-in Team Statistics and Team Statistics are independent of each other.

                                                                                                                                                                                                              • This toggle has no impact on Analyzer user reports.

                                                                                                                                                                                                              Team Statistics

                                                                                                                                                                                                              This setting controls whether the agent can display statistics for all or some teams in the Agent Personal Statistics tab. Do one of the following:

                                                                                                                                                                                                              • Click All to enable the agent to display statistics for all teams.

                                                                                                                                                                                                              • Click Specific and then choose the teams from the Select Teams drop-down list to enable the agent to display statistics for specific teams.

                                                                                                                                                                                                              • Click None to prevent the agent from displaying teams statistics.

                                                                                                                                                                                                              Access To Recordings

                                                                                                                                                                                                              This feature is currently not supported. By default, it's set to No.

                                                                                                                                                                                                              Agent Thresholds

                                                                                                                                                                                                              The Agent Thresholds page appears only if your enterprise uses the Threshold Alerts feature. This page provides settings to specify the alerts that the agent can display in the Agent Personal Statistics tab on the Agent Desktop.

                                                                                                                                                                                                              This feature is not supported. Enabling or disabling the Allow Agent Threshold under tenant settings to show the agent threshold on the desktop profile page will be removed in sometime.

                                                                                                                                                                                                              If your enterprise uses the Agent Threshold Alerts feature, the page also provides settings to specify the thresholds associated with the agent.

                                                                                                                                                                                                              For more information, see Threshold Rules.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Agent Viewable Threshold Alerts

                                                                                                                                                                                                              Choose rules from the drop-down list to specify the alerts that you want the agent to receive.

                                                                                                                                                                                                              When an agent breaches a threshold rule, the system generates an alert and displays it in the Agent Personal Statistics tab in Agent Desktop.

                                                                                                                                                                                                              Enable Agent Threshold Alerts

                                                                                                                                                                                                              This setting appears only if your enterprise uses the Agent Threshold Alerts feature.

                                                                                                                                                                                                              Click On or Off to specify whether you want the agent and the supervisor to receive alerts when the agent breaches specified threshold rules.

                                                                                                                                                                                                              If the agent breaches a selected rule, the system generates the alert and displays it in the Agent Threshold Alerts section of the Agent Personal Statistics tab. The supervisor also receives the alert in their Webex Contact Center Management Portal.

                                                                                                                                                                                                              Threshold Alerts

                                                                                                                                                                                                              This is available if you enable threshold alerts. If agent viewable threshold alerts are available, choose the rules for triggering the alerts from the drop-down list.

                                                                                                                                                                                                              Choose rules from the drop-down list to specify the alerts that you want the agent and supervisor to receive.

                                                                                                                                                                                                              Agent Timeout

                                                                                                                                                                                                              Agent Timeout enables you to automatically sign out an agent from the desktop after being inactive for the specified time. An agent is considered inactive if not performing any activity on the Agent Desktop while in the Idle state. Agent activity includes handling contacts, working on custom widgets, or performing any task on the Agent Desktop.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Desktop Inactivity Timeout

                                                                                                                                                                                                              Choose an idle timeout setting for an agent from the following options:

                                                                                                                                                                                                              Default Value: Select this to inherit the values given in Timeout Settings at the tenant level configuration.

                                                                                                                                                                                                              Custom Value: Type the value in minutes to set the idle timeout. Enter any value from 3 to 10,000 minutes in the text box. This overrides the value given in Timeout Settings at the tenant level configuration.

                                                                                                                                                                                                              Deactivate a Desktop Profile

                                                                                                                                                                                                              You cannot deactivate a desktop profile if you associate it with any other entities such as, dial numbers or any other routing strategy. When you try to deactivate these desktop profiles, you get an error message. Click the information icon at the end of the message to view the list of all the associated entities.

                                                                                                                                                                                                              After you deactivate a desktop profile, you can still see it in the Desktop Profiles page as Not Active. Historical reports also display details of the deactivated desktop profile.

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Desktop Profiles.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside a desktop profile and click Mark Inactive.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the desktop profile changes to Not Active.

                                                                                                                                                                                                              Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                              Activate a Desktop Profile

                                                                                                                                                                                                              To activate a desktop profile:
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Desktop Profiles.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside a desktop profile with the status Not Active and click Restore.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the desktop profile changes to Active.

                                                                                                                                                                                                              Address Books

                                                                                                                                                                                                              Address books contain entries with phone numbers. Instead of entering a number manually when starting a call, agents can use the address book to select an entry to dial. Agents can access an address book after you add it to their Desktop Profile. For more information, see Dial Plan in Desktop Profiles.

                                                                                                                                                                                                              You can create address books that are available to all sites or only to a specific site. The value of Maximum Address Books in the tenant settings of your enterprise determines the number of address books that you can create. For more information, see Tenant Settings.

                                                                                                                                                                                                              When an address book is updated, the administrator must inform the agents to reload the bowser or sign out and sign in again to view the updates.

                                                                                                                                                                                                              Create an Address Book

                                                                                                                                                                                                              To create a new address book:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Address Book.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click + New Address Book.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the following details and click Save.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the address book.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a description for the address book.

                                                                                                                                                                                                              Parent Type

                                                                                                                                                                                                              Select a parent type:

                                                                                                                                                                                                              • Tenant: The address book is available to all sites at your enterprise.

                                                                                                                                                                                                              • Site: The address book is only available for a specific site.

                                                                                                                                                                                                              Parent Name

                                                                                                                                                                                                              Select the site for the address book to be available. This field is available only if you select the Parent Type as Site.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              (Optional) In the Entry List, click the + icon to add new entries in the address book.

                                                                                                                                                                                                              5

                                                                                                                                                                                                              In the Add Address Book dialog box, enter the following details:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter the name of the entry.

                                                                                                                                                                                                              Phone Number

                                                                                                                                                                                                              Enter the phone number for the entry.

                                                                                                                                                                                                              You can specify the phone number in one of the following formats:

                                                                                                                                                                                                              • E.164 number format: [+][Country Code][Number]

                                                                                                                                                                                                                Example: +11234567890

                                                                                                                                                                                                              • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

                                                                                                                                                                                                                Example: 01161123456789

                                                                                                                                                                                                              The maximum number of entries in an address book is 6000. For more information on bulk operations on an address book, see Bulk operations in Webex Contact Center.

                                                                                                                                                                                                              Edit an Address Book

                                                                                                                                                                                                              You can edit the general settings and the entries of an address book.
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Address Book.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis button beside the address book that you want to edit and click Edit.

                                                                                                                                                                                                              You can edit the following fields in the General Settings tab:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Edit the name of the address book.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Edit the description of the address book.

                                                                                                                                                                                                              Parent Name

                                                                                                                                                                                                              Edit the site for the address book. This field is available only if the parent type is Site.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              In the Entry List section, under the Action column, click the edit button to edit an entry.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              You can edit the following in the Edit Address Book dialog box:

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Edit the name of the entry.

                                                                                                                                                                                                              Phone Number

                                                                                                                                                                                                              Edit the phone number of the entry.

                                                                                                                                                                                                              You can specify the phone number in one of the following formats:

                                                                                                                                                                                                              • E.164 number format: [+][Country Code][Number]

                                                                                                                                                                                                                Example: +11234567890

                                                                                                                                                                                                              • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

                                                                                                                                                                                                                Example: 01161123456789

                                                                                                                                                                                                              5

                                                                                                                                                                                                              (Optional) In the Entry List section, under the Action column, click Delete to delete an entry.

                                                                                                                                                                                                              6

                                                                                                                                                                                                              (Optional) Click the + icon to add a new entry to the entry list.

                                                                                                                                                                                                              7

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              Delete an Address Book

                                                                                                                                                                                                              You cannot delete an address book if you associate it with any other entities such as, desktop profile. When you try to delete these address books, you get an error message. Click the information icon at the end of the message to view the list of all the associated entities.

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Address Book.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the address book that you want to delete and click Delete.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              Outdial Automatic Number Identification (ANI)

                                                                                                                                                                                                              The Outdial Automatic Number Identification (ANI) feature allows an agent to select a phone number as the caller ID for an outdial call.

                                                                                                                                                                                                              To make an outdial ANI list available to an agent, add the outdial ANI list to a Desktop Profile, and assign the profile to the agent. For more information, see Desktop Profiles.

                                                                                                                                                                                                              Create an Outdial ANI

                                                                                                                                                                                                              To create an outdial ANI:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Outdial ANI.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click + New Outdial ANI.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter the following details in the General Settings section:

                                                                                                                                                                                                              Field

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the outdial ANI.

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              (Optional) Enter a description for the outdial ANI.

                                                                                                                                                                                                              The Name and Description fields allow alphanumeric characters, space, hyphen (-), and underscore ( _ ).

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Click the + icon in the Outdial ANI Entry List section to add a new outdial ANI entry.

                                                                                                                                                                                                              5

                                                                                                                                                                                                              Enter the following details in the Add Outdial ANI dialog:

                                                                                                                                                                                                              Field

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the outdial ANI entry.

                                                                                                                                                                                                              The field allows alphanumeric characters, space, hyphen (-), and underscore ( _ ).

                                                                                                                                                                                                              Number

                                                                                                                                                                                                              Choose a dial number from the drop-down list. The drop-down list displays only the dial numbers that are mapped to entry points. For more information, see Entry Point Mappings.

                                                                                                                                                                                                              6

                                                                                                                                                                                                              Repeat Step 5 and Step 6 to add another outdial ANI entry to the list.

                                                                                                                                                                                                              7

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              Newly added entries are in the Outdial ANI Entry List section.

                                                                                                                                                                                                              Edit an Outdial ANI

                                                                                                                                                                                                              To edit an outdial ANI:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Outdial ANI.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the outdial ANI that you want to edit and click Edit.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              You can edit the following:

                                                                                                                                                                                                              • General Settings section—Edit the Name or Description of the outdial ANI.

                                                                                                                                                                                                              • Outdial ANI Entry List section—Edit the name or dial number of an outdial ANI entry.

                                                                                                                                                                                                                1. In the Action column, click the Edit icon next to an entry.

                                                                                                                                                                                                                2. Edit the outdial ANI entry Name or Number.

                                                                                                                                                                                                                3. (Optional) To delete an entry, click the corresponding Delete icon in the Action column.

                                                                                                                                                                                                                  Click Yes to the prompt message to confirm the deletion.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              Delete an Outdial ANI

                                                                                                                                                                                                              You cannot delete an outdial ANI if you have associated it with any entity, for example, a desktop profile.

                                                                                                                                                                                                              To delete an outdial ANI:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Outdial ANI.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the outdial ANI that you want to delete and click Delete.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              Dial Plans

                                                                                                                                                                                                              The Dial Plan page allows you to define validation criteria for the:

                                                                                                                                                                                                              • Dial Number (DN) that an agent uses to sign in to the Agent Desktop.

                                                                                                                                                                                                              • DN that an agent uses for outdialing.

                                                                                                                                                                                                              If you satisfy the validation prerequisites, the system validates DNs that agents enter in the Desktop environment against the syntax rules that are defined in one or more dial plans. The following table describes the validation prerequisites.

                                                                                                                                                                                                              DN usage

                                                                                                                                                                                                              Validation prerequisites

                                                                                                                                                                                                              Agent Desktop sign-in

                                                                                                                                                                                                              Configure Desktop Profiles > Agent DN Validation as follows:

                                                                                                                                                                                                              • Set Validation for Agent DN to Validation Criteria (Select from list).

                                                                                                                                                                                                              • Set Validation Criteria field to Specific.

                                                                                                                                                                                                              • Choose a dial plan from the drop-down list in the Select Validation Criteria field. Default dial plans and any dial plan you create appear in this list.

                                                                                                                                                                                                              Outdial calls

                                                                                                                                                                                                              Configure Desktop Profiles > Dial Plan as follows:

                                                                                                                                                                                                              • Set Outdial Enabled to Yes.

                                                                                                                                                                                                              • Set Dial Plan Enabled to Yes.

                                                                                                                                                                                                              • Choose a dial plan from the drop-down list in the Select Dial Plan field. Default dial plans and any dial plan you create appear in this list.

                                                                                                                                                                                                              Note: Agents use the Desktop dial pad to make outbound calls. To display the dial pad, you must have the correct setup. Contact your administrator for the setup.

                                                                                                                                                                                                              If you allow agents to enter DNs without requiring validation and their entries don't comply with valid syntax, the Desktop rejects sign-ins and outbound calls fail.

                                                                                                                                                                                                              You can choose from two default dial plans and create new dial plans. The default dial plans are:

                                                                                                                                                                                                              • US

                                                                                                                                                                                                              • Any Format

                                                                                                                                                                                                              The default US dial plan accepts entries such as:

                                                                                                                                                                                                              • 1-800-555-1234


                                                                                                                                                                                                              • 1 (800) 555-1234


                                                                                                                                                                                                              • 18005551234


                                                                                                                                                                                                              • 18005551234,,,222

                                                                                                                                                                                                                In this example, commas indicate pauses before entry of an extension number.

                                                                                                                                                                                                              The default Any Format dial plan accepts entries such as:

                                                                                                                                                                                                              • 123

                                                                                                                                                                                                              • 5551234

                                                                                                                                                                                                              • 555-1234

                                                                                                                                                                                                              • 8005551234

                                                                                                                                                                                                              • 1800FLOWERS

                                                                                                                                                                                                              • bruce.matthews

                                                                                                                                                                                                              You can use the Any Format dial plan to validate a DN, the first part of an email address, or a Session Initiation Protocol (SIP) uniform resource identifier (URI).

                                                                                                                                                                                                              All dial plans require a regular expression for the system to recognize what defines a valid entry. The regular expression comprises the syntax rules that the system uses to interpret what is valid.

                                                                                                                                                                                                              You can create separate dial plans with appropriate regular expressions to specify the required syntax for the:

                                                                                                                                                                                                              • DN that an agent uses to sign in to the Desktop Station Credentials pop-up window.

                                                                                                                                                                                                              • DN an agent enters in the Enter number to call field of the Desktop dial pad.

                                                                                                                                                                                                                Optionally, you can specify a prefix and characters that the system must strip from the entry in the dial pad.

                                                                                                                                                                                                              The regular expressions of the default dial plans are described in the following sections. You can refer to the syntax rules that are described in these sections to guide you in formulating regular expressions for the dial plans you create.

                                                                                                                                                                                                              For an outdial call, the system performs the following steps to determine the validity of an entry an agent makes in the Enter number to call field of the Desktop dial pad:

                                                                                                                                                                                                              1. Strip the characters specified in the dial plan’s Stripped Characters field from the entry in the Enter number to call field.

                                                                                                                                                                                                                In the default US and Any Format dial plans, the specified Stripped Characters are left parenthesis, right parenthesis, space, and hyphen.

                                                                                                                                                                                                              2. Validate the resulting entry according to the criteria defined in the regular expression of the chosen dial plan. If the entry meets the criteria, it's deemed valid.

                                                                                                                                                                                                              3. If the entry is invalid, prepend the entry that is specified in the Prefix field.

                                                                                                                                                                                                                In the US dial plan, the specified prefix is number 1.

                                                                                                                                                                                                              4. Validate the resulting entry according to the defined regular expression again.

                                                                                                                                                                                                              Regular expression for the default US dial plan

                                                                                                                                                                                                              The regular expression that is specified for the US dial plan is:

                                                                                                                                                                                                              1[0-9]{3}[2-9][0-9]{6}([,]{1,10}[0-9]+){0,1}

                                                                                                                                                                                                              Following is a description of what this regular expression specifies.

                                                                                                                                                                                                              • The first digit must be 1.

                                                                                                                                                                                                              • Three digits in the range of 0–9 must follow.

                                                                                                                                                                                                                {3} means 3 digits in the preceding range [0-9]

                                                                                                                                                                                                              • One digit in the range of 2-9 must follow.

                                                                                                                                                                                                              • Six digits in the range of 0-9 must follow.

                                                                                                                                                                                                                {6} means six digits in the preceding range [0-9]

                                                                                                                                                                                                              • Zero or one occurrence of the following sequence can follow: between one and ten commas [,] followed by one or more digits [0-9].

                                                                                                                                                                                                                {1,10} means one to ten pauses as specified by one comma [,] per pause

                                                                                                                                                                                                                + means one or more digits in the preceding range [0-9]

                                                                                                                                                                                                                {0,1} means zero or one occurrence of the sequence of pauses [,] followed by one or more digits in the preceding range [0-9]

                                                                                                                                                                                                              Regular expression for the default Any Format dial plan

                                                                                                                                                                                                              The regular expression that is specified for the Any Format dial plan is:

                                                                                                                                                                                                              ([0-9a-zA-Z]+[-._])*[0-9a-zA-Z]+

                                                                                                                                                                                                              Following is a description of what this regular expression specifies.

                                                                                                                                                                                                              • The dial pad entry can start with zero or more sets of the following sequence:

                                                                                                                                                                                                                one or more alphanumeric characters [0-9a-zA-Z] followed by one hyphen, period, or underscore [-._].

                                                                                                                                                                                                                • + means one or more alphanumeric characters in the preceding range [0-9a-zA-Z]

                                                                                                                                                                                                                • * means zero or more of the preceding sequence of alphanumeric characters [0-9a-zA-Z] followed by one hyphen, period, or underscore [-._].

                                                                                                                                                                                                              • One or more alphanumeric characters [0-9a-zA-Z] must follow.

                                                                                                                                                                                                              Create a Dial Plan

                                                                                                                                                                                                              Before you begin

                                                                                                                                                                                                              You require Administrator privileges to complete this procedure.
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Dial Plan.

                                                                                                                                                                                                              The Dial Plan page appears. This page displays a list of existing dial plans.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click + New Dial Plan.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Configure the following settings.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Enter a name for the Dial Plan. You can assign one or more dial plans to an agent when you create or edit the agent's profile, and when you configure Agent DN validation.

                                                                                                                                                                                                              Regular Expression

                                                                                                                                                                                                              Enter a regular expression. The regular expression comprises the valid syntax for dial numbers (DN) the agent enters in the Desktop environment. Each dial plan requires a regular expression.

                                                                                                                                                                                                              For examples of the regular expressions of the default dial plans, see the following sections. Use the examples shown in these sections to formulate regular expressions for the dial plans you create.

                                                                                                                                                                                                              Prefix

                                                                                                                                                                                                              (Optional) Enter a prefix that the system automatically adds to the phone number that the agent enters. For example, enter the digit 1 for long-distance calls within the United States.

                                                                                                                                                                                                              The system adds a prefix only if the agent does not add it when entering a DN in the Desktop environment.

                                                                                                                                                                                                              Stripped Character

                                                                                                                                                                                                              Enter the characters that the system removes from the DN that an agent enters in the Desktop environment.

                                                                                                                                                                                                              The system automatically removes the following characters from the number that an agent enters: left and right parentheses, space, and hyphen.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              Edit a Dial Plan

                                                                                                                                                                                                              Before you begin

                                                                                                                                                                                                              You require Administrator privileges to complete this procedure.
                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Dial Plan.

                                                                                                                                                                                                              The Dial Plan page appears. This page displays a list of existing dial plans.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the dial plan you want to edit and choose Edit.

                                                                                                                                                                                                              The Edit Dial Plan page appears.
                                                                                                                                                                                                              3

                                                                                                                                                                                                              You can edit the settings described in the following table. When you are done editing, click Save.

                                                                                                                                                                                                              Setting

                                                                                                                                                                                                              Description

                                                                                                                                                                                                              Name

                                                                                                                                                                                                              Edit the name of the Dial Plan.

                                                                                                                                                                                                              Regular Expression

                                                                                                                                                                                                              Edit the Regular Expression.

                                                                                                                                                                                                              The regular expression comprises the valid syntax for dial numbers (DN) the agent enters in the Desktop environment. Each dial plan requires a regular expression.

                                                                                                                                                                                                              Prefix

                                                                                                                                                                                                              Enter a DN in the Desktop environment.

                                                                                                                                                                                                              Stripped Character

                                                                                                                                                                                                              Edit the Stripped Character. The system automatically removes the following characters from the number that the agent enters: left and right parentheses, space, and hyphen.

                                                                                                                                                                                                              Delete a Dial Plan

                                                                                                                                                                                                              Before you begin

                                                                                                                                                                                                              • You require Administrator privileges to complete this procedure.

                                                                                                                                                                                                              • Before deleting a dial plan, ensure that it isn't provisioned for a desktop profile or used to validate an agent's sign-in Dial Number (DN). If you can't delete a dial plan, contact your Full Administrator.

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Dial Plan

                                                                                                                                                                                                              The Dial Plan page appears. This page displays a list of all existing dial plans.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the dial plan you want to delete and choose Delete.

                                                                                                                                                                                                              The Heads Up! dialog box appears.
                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              Global Variables

                                                                                                                                                                                                              Global variables are custom variables defined in the Provisioning module and accessible throughout a flow. Flow developers can add global variables to the flow as required. For more information, see Global Variables in Flow Designer.

                                                                                                                                                                                                              Global variables are specific to the Webex Contact Center voice channel. They collect one of the following types of data values:

                                                                                                                                                                                                              • Caller-entered data: Data that a customer enters using IVR during a call, such as an account number.

                                                                                                                                                                                                              • Agent-entered data: Data that an agent enters into the Interaction Control pane of the Desktop during an active call with a customer, such as a case number or action code.

                                                                                                                                                                                                              You can create any number of global variables. However, you can enable only up to 100 global variables for reporting at a time.

                                                                                                                                                                                                              For more information, see Create a Global Variable.

                                                                                                                                                                                                              By default, you are shown only active global variables. To view inactive global variables, check the Show Inactive Global Variables check box.

                                                                                                                                                                                                              • Global variable values are visible to users who have access to historical records on the Management Portal. Never store secure data such as credit card numbers, personal identification numbers, or social security numbers using global variables.

                                                                                                                                                                                                              • You can't delete Global variables; but you can deactivate a global variable that isn’t in use in any flow. You can’t use an inactive global variable to store data. For more information on how to deactivate a global variable, see Create a Global Variable.

                                                                                                                                                                                                              System-Defined Variables

                                                                                                                                                                                                              System-defined variables are the predefined global variables used by the Webex Contact Center.

                                                                                                                                                                                                              You can edit the system-defined variables in the Provisioning module; but you can’t create or deactivate system-defined variables.

                                                                                                                                                                                                              Webex Contact Center uses the following system-defined variables:

                                                                                                                                                                                                              • Global_FeedbackSurveyOptin: Indicates whether the customer chooses to participate in (opt-in) or not participate in (opt-out) a post call survey. The Variable Type is defined as String; while the default value is uninitialized, meaning there is no initial value.

                                                                                                                                                                                                              • Global_Language: Indicates the language that a customer uses in the flow. The Variable Type is defined as String; and the default value is en-US. For more information, see Webex Experience Management Language Support.

                                                                                                                                                                                                              • Global_VoiceName: Indicates the output-recorded name used in the flow. The Variable Type is defined as String; while the default value is Automatic. When the value is Automatic, Google Dialogflow chooses the voice name for a given language.

                                                                                                                                                                                                              Create a Global Variable

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Global Variables.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click + New Global Variable.

                                                                                                                                                                                                              The Global Variable window appears.
                                                                                                                                                                                                              3

                                                                                                                                                                                                              Enter a Name for the variable.

                                                                                                                                                                                                              • You can't edit a name after it's created.

                                                                                                                                                                                                              • The name supports only alphanumeric characters and underscores. Spaces are not supported.

                                                                                                                                                                                                              • The name supports a maximum of 80 characters, but only 50 characters are displayed. If you hover the mouse pointer, the tooltip displays the complete name.

                                                                                                                                                                                                              4

                                                                                                                                                                                                              Enter a Description for the variable.

                                                                                                                                                                                                              5

                                                                                                                                                                                                              Choose one of the following types from the Variable Type drop-down list and specify the variable value.

                                                                                                                                                                                                              Variable TypeDefault Value

                                                                                                                                                                                                              Boolean

                                                                                                                                                                                                              Select True or False.

                                                                                                                                                                                                              String

                                                                                                                                                                                                              Enter a string value. The string can be a maximum of 256 characters long for each variable. Strings support alphanumeric characters, special characters and spaces.

                                                                                                                                                                                                              Integer

                                                                                                                                                                                                              Enter an integer value.

                                                                                                                                                                                                              Decimal

                                                                                                                                                                                                              Enter a decimal value.

                                                                                                                                                                                                              Date Time

                                                                                                                                                                                                              Enter a date in Tenant Timezone in one of the supported formats:

                                                                                                                                                                                                              • YYYY-MM-DD

                                                                                                                                                                                                              • YYYY-MM-DDThh:mm

                                                                                                                                                                                                              You can’t edit the variable type after the variable is created.

                                                                                                                                                                                                              6

                                                                                                                                                                                                              (Optional) Disable the Status toggle button to make the variable Not Active.

                                                                                                                                                                                                              7

                                                                                                                                                                                                              (Optional) Enable the Make Reportable toggle button to display the variable in the Analyzer for reporting purposes.

                                                                                                                                                                                                              You can enable up to 100 global variables for reporting.

                                                                                                                                                                                                              8

                                                                                                                                                                                                              (Optional) Enable the Make Agent Viewable toggle button to display the variable on the Desktop along with the value entered as part of the flow.

                                                                                                                                                                                                              When you enable the Make Agent Viewable toggle button, the following configurations appear:

                                                                                                                                                                                                              • Desktop Label: This label appears on the Desktop in place of the variable name. Enter a clearer label than the variable name itself, so that agents can understand the data that is being passed to them.

                                                                                                                                                                                                                The desktop label supports a maximum of 50 characters.

                                                                                                                                                                                                              • Agent Editable: Enable this toggle button when you want the agent to be able to edit the value of the variable as part of the interaction session. Any updates to the variable that is made in the Desktop are available in the flow. The agent can edit the variable and click the Save button in the Desktop. If the call gets disconnected before the edits are saved, the variable update doesn’t take place.

                                                                                                                                                                                                              9

                                                                                                                                                                                                              Click Save.

                                                                                                                                                                                                              Edit a Global Variable

                                                                                                                                                                                                              To edit a global variable:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Global Variables.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the required global variable and click Edit.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Make the necessary changes and click Save.

                                                                                                                                                                                                              • You can’t edit the Name and Variable Type fields of a global variable.

                                                                                                                                                                                                              • You can enable up to 100 global variables for reporting. For more information, see Create a Global Variable.

                                                                                                                                                                                                              Deactivate a Global Variable

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Global Variables.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the global variable that you want to deactivate and click Mark Inactive.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status of the global variable changes to Not Active.

                                                                                                                                                                                                              Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

                                                                                                                                                                                                              Activate a Global Variable

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Global Variables.

                                                                                                                                                                                                              2

                                                                                                                                                                                                              Click the ellipsis icon beside the required global variable and click Restore.

                                                                                                                                                                                                              3

                                                                                                                                                                                                              Click Yes to confirm.

                                                                                                                                                                                                              The status changes from Not Active to Active.

                                                                                                                                                                                                              Multimedia Profiles

                                                                                                                                                                                                              If your administrator enables multimedia for your enterprise, you can assign each agent with a multimedia profile. Each profile specifies the number of each type of media, such as email, chat, or telephone, that the agent can handle simultaneously.

                                                                                                                                                                                                              The optional multimedia feature enables the Webex Contact Center system to manage routing strategies for email, telephone, and chat contacts.

                                                                                                                                                                                                              You can assign multimedia profiles to sites, teams, or individual agents. By default, the system assigns the Default_Telephony_Profile to every site. You cannot edit or delete this profile, but can re-assign a different multimedia profile to the site.

                                                                                                                                                                                                              All of the teams under a site have the same multimedia profile as that of the site, unless you assign a different profile to the teams. Similarly, all of the agents under the teams have the same profile as that of the team, unless you change the profile for the agents.

                                                                                                                                                                                                              Create a Multimedia Profile

                                                                                                                                                                                                              To configure a multimedia profile:

                                                                                                                                                                                                              1

                                                                                                                                                                                                              From the Management Portal navigation bar, choose Provisioning > Multimedia Profiles

                                                                                                                                                                                                              2