Desktop Settings for Webex Contact Center

Manage Voice Channel Features

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

To enable or disable voice channel features for agents:

1	Log in to the customer organization at 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 you enable this feature, agents are restricted to their provisioned default dial numbers (DNs) when they sign in to the Agent Desktop. Agents for whom a default DN is not specified can enter any DN. Consider this setting only if 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 you enable this feature, 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 feature is enabled. When you enable this feature, 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.

Manage Agent Experience

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

To configure the automatic wrap-up time for agents:

Navigate to Services > Contact Center > Settings > Desktop.

In the Agent Experience section, enter the automatic wrap-up value in milliseconds in the Auto Wrapup Interval field. After you set the Auto Wrapup Interval, the Agent Desktop wraps up automatically after an agent ends a conversation. Consider this setting 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 value and the allowed range 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 0 milliseconds, indicating that the wrap-up time is not configured. The administrator must define the automatic wrap-up value.

Manage System Settings

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

To configure the lost connection recovery timeout for agents:

Navigate to Services > Contact Center > Settings > Desktop.

In the System Settings section, enter the recovery timeout value in milliseconds in the Lost Connection Recovery Timeout field. After you set the Lost Connection Recovery Timeout, 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 value and the allowed range for the lost connection recovery timeout:


Default Value (milliseconds)	Minimum Value (milliseconds)	Maximum Value (milliseconds)
120000 (2 minutes)	120000 (2 minutes)	600000 (10 minutes)

Manage RONA timeouts

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

To configure the RONA timeout settings for agents:

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	18	1	120
Chat	30	1	6000
Email	300	1	6000
Social	30	1	6000

Click Save.