The contact center administrators can manage the voice channel feature settings for agents.

To enable or disable voice channel features for agents:

1

Sign in to the Customer Organization from https://admin.webex.com/.

2

Navigate to Services > Contact Center > Settings > Desktop.

3

In the Voice Features section, set the following:

  • Enable Force Default DN—Use the toggle button to enable or disable the Force Default DN feature. By default, the Force Default DN feature is disabled.

    When this feature is enabled, agents are restricted to their provisioned default dial numbers (DNs) when signing in to the Agent Desktop. Agents for whom a default DN is not specified can enter any DN. This setting is considered only if the Agent DN Validation is not defined in an agent profile, in the Management Portal (Provisioning > Agent Profiles).

  • Enable End Call—Use the toggle button to enable or disable the End Call feature. By default, the End Call feature is disabled.

    When this feature is enabled, the End button appears on the Interaction Control pane of the Agent Desktop. An agent can click the End button to end a voice call with a customer.

  • Enable End Consult—Use the toggle button to enable or disable the End Consult feature. By default, the End Consult Call feature is enabled.

    When this feature is enabled, the End Consult button appears on the Consult Request dialog box of the Agent Desktop. An agent can click the End Consult button to end a consult call that was initiated with another agent, while the agent was on an active call with a customer.

The contact center administrators can manage agent experience settings for agents.

To configure the automatic wrap-up time for agents:

1

Sign in to the Customer Organization from https://admin.webex.com/.

2

Navigate to Services > Contact Center > Settings > Desktop.

3

In the Agent Experience section, enter the automatic wrap-up value in milliseconds in the Auto Wrapup Interval field. After the Auto Wrapup Interval is set, the Agent Desktop wraps up automatically after an agent ends a conversation. This setting is considered only if the Auto Wrap Up With Time Out Of <value> is not defined in an agent profile, in the Management Portal (Provisioning > Agent Profiles > Auxiliary Codes).

The following table shows the default and range of values that can be set for the automatic wrap-up interval:

Default Value (milliseconds) Minimum Value (milliseconds) Maximum Value (milliseconds)

0

60000 (1 minute)

600000 (10 minutes)


 

By default, the automatic wrap-up value is set at 0 milliseconds, indicating that the wrap-up time is not configured. The administrator must define the automatic wrap-up value.

The contact center administrators can manage desktop system settings for agents.

To configure the lost connection recovery timeout for agents:

1

Sign in to the Customer Organization from https://admin.webex.com/.

2

Navigate to Services > Contact Center > Settings > Desktop.

3

In the System Settings section, enter the recovery timeout value in milliseconds in the Lost Connection Recovery Timeout field. After the Lost Connection Recovery Timeout is set, an agent gets signed out of the Agent Desktop if a network outage lasts longer than the timeout duration.

The following table shows the default and range of values that can be set for the lost connection recovery timeout:

Default Value (milliseconds) Minimum Value (milliseconds) Maximum Value (milliseconds)

120000 (2 minutes)

120000 (2 minutes)

600000 (10 minutes)