Webex Contact Center Setup and Administration Guide

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.
Web Callback Request Report	Allows authorized users to view information about Web callback requests. For more information, see View a Web Callback Request Report.
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 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.
Release Notes	Allows authorized users to view and download release notes. For more information, see Access Release Notes.

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 / URL	Description
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.

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

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

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

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: Select a different user interface skin. For more information, see Change User Interface Colors. Customize the user interface banner color and images that are used on the Management Portal pages. For more information, see Create a Custom Theme. Change the time zone in which the time values in routing strategies are displayed. For more information, see View routing strategies by time zone. View and update the API key assigned to your user account. For more information, see View and Regenerate Your API Key.
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.

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.

Provisioning your Webex Contact Center is an important step that includes various tasks for setting up the Webex Contact Center. Refer to the following sections for details.

Tenant Settings

Entry Points and Queues

Outdial Automatic Number Identification (ANI)

Reports for the Provisioned Items

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
Desktop Settings
Provisioning
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:

Navigate to Services > Contact Center > Settings > Desktop.

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.

Channels	Default 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.

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: 3001.3 = 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.

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:

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

Choose Entry Point.

Click + New Entry Point.

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.

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.

Click Save.

View the Details of an Entry Point

To view an entry point:

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

Choose Entry Point .

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:

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

Choose Entry Point.

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

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:

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

Choose Entry Point.

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.

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:

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

Choose Outdial Entry Point.

Click + Outdial Entry Point.

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.

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.

Click Save.

View the Details of an Outdial Entry Point

To view an outdial entry point:

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

Choose Outdial Entry Point.

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:

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

Choose Outdial Entry Point.

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

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:

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

Choose Outdial Entry Point.

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:

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

Choose Queue or Outdial Queue.

Click + New Queue or + New Outdial Queue.

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:

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

Choose Queue or Outdial Queue.

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:

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

Choose Queue or Outdial Queue.

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

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

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:

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

Click + New Site.

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:

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

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

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

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

Click + New Team.

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.

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

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

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.

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

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

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

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

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

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:

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

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. General Settings Module Settings Access Rights
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: General Settings Module Settings Access Rights

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: General Settings Module Settings Access Rights

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. General Settings Module Settings Access Rights

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:

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

Click + New Work Type.

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:

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

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:

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.

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

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

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

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

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 Auxiliary Codes Collaboration Dial Plan Agent DN validation Agent Statistics Agent Timeout

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.

View the Details of a Desktop Profile

1	From the Management Portal navigation bar, choose Provisioning > Desktop Profiles.
2	Click the ellipsis icon beside the desktop profile you want to view and click View. You can view the following details: General Information Auxiliary Codes Collaboration Dial Plan Agent DN validation Agent Statistics Agent Timeout
3	(Optional) Click Edit in each tab to edit the settings.

Edit a Desktop Profile

1	From the Webex Contact Center Portal navigation bar, choose Provisioning.
2	Choose Desktop Profiles. The Desktop Profiles page appears. This page displays a list of desktop profiles.
3	Click the ellipsis icon beside the desktop profile you want to edit and click Edit. You can edit the following details: General Information Auxiliary Codes Collaboration Dial Plan Agent DN validation Agent Statistics Agent Timeout

Copy a Desktop Profile

1	From the Management Portal navigation bar, choose Provisioning > Desktop Profiles.
2	Click the ellipsis icon beside the desktop profile you want to copy and click Copy. You can edit the following details in the copied desktop profile: General Information Auxiliary Codes Collaboration Dial Plan Agent DN validation Agent Statistics Agent Timeout
3	(Optional) Click Edit in each tab to edit the settings.

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:

From the Management Portal navigation bar, choose Provisioning > Address Book.

Click + New Address Book.

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.

(Optional) In the Entry List, click the + icon to add new entries in the address book.

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.

From the Management Portal navigation bar, choose Provisioning > Address Book.

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.

In the Entry List section, under the Action column, click the edit button to edit an entry.

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

(Optional) In the Entry List section, under the Action column, click Delete to delete an entry.

(Optional) Click the + icon to add a new entry to the entry list.

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:

From the Management Portal navigation bar, choose Provisioning > Outdial ANI.

Click + New Outdial ANI.

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 ( _ ).

Click the + icon in the Outdial ANI Entry List section to add a new outdial ANI entry.

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.

Repeat Step 5 and Step 6 to add another outdial ANI entry to the list.

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. In the Action column, click the Edit icon next to an entry. Edit the outdial ANI entry Name or Number. (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.

Regular expression for the default US dial plan
Regular expression for the default Any Format dial plan

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:

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.
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.
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.
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.

From the Management Portal navigation bar, choose Provisioning > Dial Plan.

The Dial Plan page appears. This page displays a list of existing dial plans.

Click + New Dial Plan.

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. Regular expression for the default US dial plan Regular expression for the default Any Format dial plan
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.

Click Save.

Edit a Dial Plan

Before you begin

You require Administrator privileges to complete this procedure.

From the Management Portal navigation bar, choose Provisioning > Dial Plan.

The Dial Plan page appears. This page displays a list of existing dial plans.

Click the ellipsis icon beside the dial plan you want to edit and choose Edit.

The Edit Dial Plan page appears.

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

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.

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.

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.

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.

Webex Contact Center Setup and Administration Guide

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

Get Started with Webex Contact Center

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

About Dashboards

Entry Point - Site Level Dashboard

Contact Center Overview - Historical

Agent State Data - Realtime

Change User Interface Colors

Create a Custom Theme

View and Regenerate Your API Key

Access Audit Trail Reports

Provisioning Webex Contact Center Resources

Tenant Settings

General Settings

Desktop settings

Manage RONA timeouts

Provisioning

Settings

Entry Points and Queues

Entry Point

Queue

Outdial Entry Point

Outdial Queue

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

Sites

Create a Site

View the Details of a Site

Edit a Site

Deactivate a Site

Activate a Site

Teams

Create a team

View a team

Edit a team

Deactivate a team

Activate a Team

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

User Profiles

Manage a User Profile

General Settings

Module Settings

Access Rights

View the Details of a User Profile

Edit a User Profile

Deactivate a User Profile

Activate a User Profile

Copy a User Profile

Work Types

Create a Work Type

Edit a Work Type