Set up services for trials and subscription orders

A partner or a customer administrator can set up services for trials and subscription orders. Services setup wizard experience is the same for the trial and subscription provisioning flows. We recommend that partners complete these steps before handing over the account to customer administrators.

You can use any supported browser to access Control Hub.

Partner Administrator Access

  • For Trials: When you set up a new trial using the Start New Trial wizard, after you provide the information to start the trial, the final screen displays "Your trial is ready. Do you want to set up the services for the customer?".

    Click Yes to continue to set up services for the customer.

  • For Subscription Orders: When you create a Webex Contact Center Order using the Order Set-Up wizard, after you specify the order information, the final screen displays "Thank you. The order has been mapped correctly".

    Click Next to continue to set up services for the customer.

Customer Administrator Access

For Trials and Subscription Orders: When the trial starts or the subscription order is successfully mapped, the customer administrator receives a Welcome email on the email address that is specified in the Start Trial wizard or Order Set-Up wizard.

Do the following to access the customer administrator account on Control Hub:

1

Open the Welcome email.
2

Click the Get Started link in the email.

3

Enter the password and click Save & Sign In.

4

Accept the Terms of Service to access your Control Hub account.

Services setup wizard

1

After a contact center trial or subscription starts, access the Services setup wizard to configure the contact center tenant using the Control Hub URL https://admin.webex.com/.

The wizard appears each time a partner or customer administrator accesses the Control Hub, until the setup is completed successfully.
2

On the Summary page, review the contact center license information and click Setup now.

3

On the Calling Setup page, review the SIP address name of your organization and click Next.

4

On the Contact Center Settings page, do the following:

  1. Choose the country of operation from the Country or region drop-down list and click Save.

    By default, the country of operation is same as the country that is chosen in the Order Mapping wizard.

    Webex Contact Center creates the tenant in the appropriate data center based on the country of operation. For the list of countries and the corresponding data center mapping, see the article Data Locality in Webex Contact Center .


     

    If an incompatible location message appears after you click Save, contact Cisco Solution Assurance for support.

  2. On the Confirm Country of Operation pop over, click Confirm.


     

    You can't change the country of operation for Webex Contact Center after you click confirm.

  3. In the Setup your Contact Center Tenant Timezone section, from the Timezone drop-down list, choose a time zone.


     

    By default, Webex Contact Center selects a timezone based on the region that your contact center operates from.

  4. In the Webex Contact Center Platform section, choose a contact center platform.


     

    Based on the country of operation you choose, one or more Webex Contact Center platform options are available. For subscription orders, choose Classic unless instructed otherwise by the Cisco Solution Assurance contact.

  5. In the Webex Contact Center Telephony section, based on the platform you choose, select the applicable telephony option and click Next. See the table below for the telephony options available for various platforms.


     

    • The Real Time Media Service (RTMS) voice platform is available only for new customers who plan to provision their contact center in the United States of America and Australia regions.

    • If you order the Cisco PSTN for Contact Center add-on (only for the United States of America), Webex Contact Center automatically applies the telephony option. This option isn't applicable for a trial tenant.

The following table summarizes the platform and telephony options applicable for each country of operation:

#

 Region

Country of Operation

Platform Options

Webex Contact Center Telephony Option

1

 North America

United States of America

Classic (Webex Contact Center): Click this option for subscription orders.

  • Webex Contact Center PSTN (if ordered)

  • Voice POP Bridge

  • Webex Calling
Next Generation (Webex Contact Center): Click this option to provision a contact center tenant using the new Real Time Media Service (RTMS) for voice and media processing. Choose this option only if instructed by your Cisco Solution Assurance contact.

  • Webex Contact Center PSTN (if ordered)

  • Voice POP
Canada

Classic (Webex Contact Center 1.0): Click this option for subscription orders.

  • Voice POP Bridge

Next Generation (Webex Contact Center): For trials only.

  • Voice POP Bridge

  • Webex Calling
2 LATAM

Classic (Webex Contact Center): Click this option for subscription orders.

  • Voice POP Bridge

  • Webex Calling
3 EMEAR All countries

Classic (Webex Contact Center): Click this option for subscription orders.

  • Voice POP Bridge

  • Webex Calling

Next Generation (Webex Contact Center): For trials only.

Provision a contact center tenant using the new Real Time Media Service (RTMS) for voice and media processing.

Voice POP

4

APJC

All countries except Japan

Classic (Webex Contact Center): Click this option for subscription orders.

  • Voice POP Bridge

  • Webex Calling

Next Generation (Webex Contact Center): Click this option to provision a contact center tenant using the new Real Time Media Service (RTMS) for voice and media processing. Choose this option only if instructed by your Cisco Solution Assurance contact.


 

The RTMS voice platform is applicable for Australia region (country of operation selected as Australia) only.

  • Voice POP

Japan

Classic (Webex Contact Center): Click this option to provision a contact center tenant using the new Real Time Media Service (RTMS) for voice and media processing. Choose this option only if instructed by your Cisco Solution Assurance contact.


 

Features like Webex Connect, Contact Center AI, and Campaign Management are not available for Japan location.

  • Voice POP

  • Webex Calling
5

On the Review page, review the details of the subscription and click Submit. To change the service configuration options, click Go back and edit.

6

To download the summary of the order, click Download Order Summary.

7

Click Close.


 

After the Services Setup wizard completes, the Contact Center service is available in the customer organization.

What to do next

After the contact center setup is successful for your organization, navigate to Contact Center > Settings > General and review the Webex Contact Center Platform Details field on Control Hub.

Set up Webex Contact Center

1

On the Control Hub home screen, navigate to Contact Center > Settings.

2

In the Settings tab, click Set Up Cisco Webex Contact Center.


 

If the customer requires Webex Contact Center chat services, ensure that the customer administrator logs in to this page and clicks Set Up Cisco Webex Contact Center to set up chat services.

What to do next

Your tenant configuration is complete. Now, you can configure the following features for this tenant:

Set up your organization for hybrid services

Before you begin

1

Access the Services Setup wizard to configure the Contact Center tenant using the Control Hub URL https://admin.webex.com/. The wizard appears each time a partner or customer administrator accesses Control Hub, until the setup completes successfully.

2

On Summary, confirm that your Contact Center license information is accurate and click Set up now.

3

On Set up Location, review the SIP address name of your organization and click Next.

4

On Contact Center Settings, do the following:

  1. Choose the country of operation from the Country or region drop-down list and click Save.By default, the country of operation is the same as the country selected in the Order Mapping wizard. Webex Contact Center creates the tenant in the appropriate data center based on the country of operation. For the list of countries and the corresponding data center mapping, see Data Locality in Webex Contact Center. This list applies for On Premises and Webex Contact Center Enterprise also. For premise-based deployments, select a country of operation which provides services closest to your deployment.

  2. On Confirm Country of Operation, click Confirm.


     

    You can't change the country of operation for the Webex Contact Center after confirmation.

  3. In Setup your Contact Center Tenant Timezone, from the Time zone drop-down list, choose a time zone.


     

    By default a time zone that is based on the region that your Contact Center operates from is selected. You can change this by selecting a time from the drop-down list. The selected time zone applies to Webex Connect service. If ony CCAI services is being provisioned, then the option to select the Contact Center Tenant Timezone is not provided.

  4. Review the information in Here’s what you’ll set up. The provisioned service is displayed in the Contact Center setup section.

  5. On Review, review the details of the subscription and click Submit. The services setup takes a few minutes.

  6. Click the Download Order Summary (PDF) to download the order summary.

  7. To change the service configuration options, click Go back and edit.

  8. Click Close.

What to do next

Provision Webex Connect digital services for your organization

Before you begin

  • Ensure mapping of your order and entitlements are complete. For more information, see Set up your organization for hybrid services.

  • Note that at the time of Webex Connect tenant creation, the system removes any special characters and spaces that exist in the tenant name. If the tenant name is more than 20 characters, the system trims the name to the first 20 characters. Consider these aspects while creating a tenant name.

  • Ensure that a public key certificate for Agent Desktop token validation is available for upload during provisioning. To generate the public key certificate, see the Generate public key certificate using Cisco IdS section in the Digital Channels Integration Using Webex Connect chapter of the Cisco Unified Contact Center Enterprise Features Guide. This guide is available on the Feature Guides page.

1

In Control Hub, navigate to Contact Center > Settings > Digital.

2

In the Digital section, select Provision Digital Channels. The Select Admin window appears.

3

Select an administrator from the list. You can also search for the administrator from the search box.
4

Click Select. The Upload Certificate window appears.

5

In Upload Certificate, navigate to the folder location on your computer where the public key certificate is stored. Select the file and click Upload certificate. You can also drag and drop the file.


 

The supported file extensions are .pem and .der.
6

Click Upload certificate. Upon completion, a confirmation message displays.

7

To change the public key certificate after the provisioning is successful, click Upload public key certificate. Upload a new public key certificate.

8

If you are a helpdesk user with Full Administrator privilege, you can edit the Webex Connect credentials after the provisioning is successful. Click Edit Webex Connect credentials to edit and save the credentials.

9

In Provision Digital Channels, click Close after the status of sending the provisioning request is complete on the wizard.

What to do next

  • Register for Cloud Connect. For more information, see Register Cloud Connect.

  • For more information on how the customer administrator sets up the digital channels, see the Manage Digital Channels section in the Cisco Unified Contact Center Enterprise Features Guide, available on the Feature Guides page.

  • You can access the Webex Connect administration portal for configuring digital channel features by cross launching the link from Control Hub. Navigate to Contact Center > Settings > General. Click the link to the portal in the Advanced Configuration section.