Cisco Webex Contact Center

Author: M | 2025-04-24

Cisco Webex Contact Center . Cisco Webex Contact Center Analyzer User Guide ; Cisco Webex Contact Center Agent Desktop User Guide ; Cisco Webex Contact Center 1.0.

Webex Contact Center - Webex by Cisco

At Webex Contact Center for Developers portal documentation. Authentication Guide: To authenticate apps to access resources, see the Authentication Guide at Webex Contact Center for Developers portal documentation. For more information, visit the Webex Contact Center for Developers portal. 22 January 2022 E.164 Format Support for International Calling in Webex Contact Center Webex Contact Center supports the E.164 phone number format for international calling for agents and supervisors. This is in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex Contact Center. With this enhancement, the E.164 format is supported for all PSTN options for Webex Contact Center—Cisco Provided Bundled PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud Connected PSTN (Webex Calling). Webex Contact Center supports the E.164 format in the following scenarios: Inbound Calls: Contact center customers can use dial numbers in the E.164 format to connect to the contact center. Agent Sign-In: Agents can sign in to the Agent Desktop by entering dial numbers in the E.164 format (in addition to the IDD format) in the Station Login dialog box. This functionality enables agents located in different geographical regions to stay connected to their Webex Contact Center tenant to handle voice calls. For more information, see Sign In to the Agent Desktop in the Cisco Webex Contact Center Agent Desktop User Guide. For more information about configuring the dial number of an agent, see Edit a User (Agent Settings) in the Cisco Webex Contact Center Setup and Administration Guide. Transfer, Consult, and Conference Calls: Agents can enter dial numbers in the E.164 format (in addition to the IDD format) in the Transfer Request and Consult Request dialog boxes to initiate transfer, consult, or conference calls with agents located in other geographical regions. For more information, see Transfer a Call and Initiate a Consult Call in the Cisco Webex Contact Center Agent Desktop User Guide. For more information about configuring phone numbers in the enterprise address book, see Address Books in the Cisco Webex Contact Center Setup and Administration Guide. Outdial Calls and Outbound Campaign Calls: Agents can make outdial calls to contacts in other geographical regions by using phone numbers in the E.164 format, in addition to the IDD format. This enhancement is applicable for outdial calls, courtesy callback, and outbound campaign calls. For more information, see Make an Outdial Call in the Cisco Webex Contact Center Agent Desktop User Guide. Supervisor Call Monitoring: Supervisors can now enter the callback number for call monitoring, barge-in, and whisper coaching in the E.164 format, in addition to the IDD format. For more information, see Monitor Calls and Create or Edit a Monitoring Schedule in the Cisco Webex Contact Center Setup and Administration Guide. Large organizations may have agents operating in many countries around the world. These agents are likely to experience longer latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix.

Webex Contact Center Enterprise - Cisco Webex Contact Center

Service setup aligns with the new user experience. There are no changes to the configuration options and they remain the same as before. For more information, see the article Get Started with Cisco Webex Contact Center. 03 March 2022 Seamless Customer Upgrade Path from Cisco Customer Journey Platform (R10) or CC-One (R9) to Webex Contact Center This feature enables customers who use Cisco Customer Journey Platform (R10) or CC-One (R9) to upgrade to Webex Contact Center. Customers who enroll for this feature are provided access to a migration workspace. This workspace has the following key capabilities: Tenant Configurations: Customers can extract administrative configuration data from their legacy tenant and convert it to a format that can be used to quickly create the same configurations in Webex Contact Center. Historical Data: After customers have migrated completely to Webex Contact Center and their legacy tenants have been decommissioned, the customers can query analyzer data that was created on their legacy platform. Call Recordings: After customers have migrated completely to Webex Contact Center and their legacy tenants have been decommissioned, the customers can query and download call recordings that were created in their legacy platform. For more information, see the article Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center. Bulk Operations for Webex Contact Center Bulk Operations allows partners and customers to use CSV files to create administrative configurations for Webex Contact Center in bulk. This feature helps to automate the onboarding of new customers and allows existing customers to easily make large scale configuration updates to their tenant. For more information, see the article Bulk Operations in Webex Contact Center. 15 February 2022 Surge Protection: Maximum Concurrent Voice Calls for a Tenant This feature defines the maximum number of calls that can be active on the customer tenant. The value is termed as Maximum Concurrent Voice Contact Threshold and can be accessed on the Settings tab of the Management Portal. After the threshold is reached, any new calls are rejected until existing calls disconnect, to retain the number of concurrent calls below the threshold. The concurrent calls in the contact center include inbound calls and outdial calls (outdial calls made by agents, outbound campaign calls, and callbacks). The value of Maximum Concurrent Voice Contact Threshold is set to 30% higher than the Concurrent Voice Contact Entitlements: Maximum Concurrent Voice Contact Threshold = Concurrent Voice Contact Entitlements * 1.3 The value of Concurrent Voice Contact Entitlements is based on the following formula: Concurrent Voice Contact Entitlements = [((Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) * 3) + Number of IVR Add on licenses purchased] For zero commitment subscription, the value of Concurrent Voice Contact Entitlements is: Concurrent Voice Contact Entitlements = [100 + Number of IVR Add on licenses purchased] Customers can raise a support request to decrease or increase the Maximum Concurrent Voice Contact Threshold. The maximum value allowed for concurrent voice contact threshold is 13000. For

Webex Contact Center for Customers - Webex by Cisco

Springfield Clinic Modernizing patient support with Webex. How Springfield Clinic transformed its contact center to deliver better patient care and streamline communication across 90 locations. We not only wanted a leader in the industry, but we were also looking for a great partner to help us through the process. We knew Cisco was the right choice for that. It was scary moving to the cloud. But Cisco helped calm those nerves and assured us we’d be able to take better care of our patients than before. Molly Colwell, Enterprise Manager for Voice and Telecommunications My favorite feature within the Webex Contact Center platform is the real-time insights. The supervisors can create robust dashboards with analytics to have real-time visibility into performance and call metrics. Nicholas Fuchs, Chief Technology and Information Security Officer Driving healthcare excellence with Webex Springfield Clinic leveraged Webex Contact Center to improve patient access, enhance agent workflows, and streamline operations. Scalable cloud solutions Webex Contact Center provided a flexible, unified platform to handle growing call volumes and adapt to patient needs. Operational insights Supervisors gained real-time performance analytics, enabling better call management and improved patient support. Unified communication systems Webex Calling streamlined telephony across multiple locations, improving agent efficiency and communication reliability.. Cisco Webex Contact Center . Cisco Webex Contact Center Analyzer User Guide ; Cisco Webex Contact Center Agent Desktop User Guide ; Cisco Webex Contact Center 1.0. Cisco Webex Contact Center. Cisco Webex Contact Center Voice Onboarding Guide 30/Sep/2025. Cisco Webex Contact Center 1.0. Cisco Webex Contact Center 1.0 Voice

Webex Contact Center for Agents - Webex by Cisco

Screen that’s ideal for your home or office. Continue your CCaaS journey An intelligent cloud contact center leader Cisco (Webex) was positioned as a leader among the major intelligent contact center providers in The Aragon Research Globe™ for Intelligent Contact Centers, 2021. Taking the cloud contact center journey Sheila McGee-Smith details how four companies were able to deploy Webex Contact Center to deliver exceptional customer experiences. Improving customer experiences with AI AI innovations within Webex Contact Center can improve customer satisfaction and business outcomes with smart features for users and developers. A rapid transition for the City of Buffalo Over the span of 48 hours, Webex Contact Center was quickly deployed to enable the agents of Buffalo Citizen Services to fully work from home. Full-stack deployment with Vivint Solar Vivint Solar adopted Webex Contact Center, Webex Calling, Webex Teams, Webex Meetings, and Webex Room devices to bring unified communications to their organization. --> A leader in UCaaS Cisco (Webex) is recognized by Gartner as a leader in the 2021 Gartner® Magic Quadrant™ for Unified Communications as a Service (UCaaS), Worldwide.

Webex Contact Center for Business - Webex by Cisco

Webex Setup Assist for Webex Contact Center Support ServicesFeedback?Webex Setup Assist for Webex Contact Center Support ServicesThe guide is for customers who have purchased Webex Setup Assist for Webex Contact Center via specific solutions channels. To request technical support and services, refer to the applicable service descriptions at service descriptions, incorporated herein by reference.When you receive this document, customers are encouraged to familiarize themselves with the process. Taking proactive steps to set up access can assist better if urgent technical support is needed.If you have an urgent support request, please call TAC immediately. The Cisco TAC is staffed 24/7: Cisco Worldwide Contacts.Prerequisites:Valid Cisco.com User ID (CCO ID).Registration is free and takes only 2 minutes: click here.Note: Make sure to activate your Cisco profile by clicking the confirmation link sent to your email.Best Practices:Guidelines can help you optimize your experience:Provide an accurate problem description and problem details.Have a network topology or high-level design specification handy.Provide the output from show tech or relevant error message(s).Provide steps to reproduce (if available).Software version.Get familiarized with using Cisco Self-Service tools.Subscribe to the Cisco Support Notification Service to receive the latest updates about your software and products.Monitor case progress through the Technical Support Mobile Application or support.cisco.com.Capture all communication with Cisco TAC by copying your emails to [email protected] and including your service request (SR) number in the subject field.Review Cisco Severity and Escalation guidelines.Please review the information in the next section to open a case for a Move, Add, Change, or Delete (MACD).Webex Contact Center Setup Assist MACD Guidance Webex Contact Center Moves, Adds, Changes, and Deletes (MACD) guidance is provided with Solution Support and Premium Support. MACD guidance requests can be placed Online, by Phone, Email, or Mobile App. MACD guidance can achieve quicker outcomes for minor changes or limited customer impact. Solution Support MACD Guidance: Cisco will make a commercially reasonable best effort to complete a request for guidance according to standard TAC SLA. Email, video tutorials, or a scheduled Webex meeting can address MACD guidance requests. The customer should be ready to provide all the information required (Pre-Requisites) to fulfill the MACD guidance request. Below are examples of what customers can expect Cisco support for:Control Hub Contact Center MACD GuidanceWebex Contact Center Administration portal MACD GuidanceCall Management MACD GuidanceOut dial Management MACD GuidanceBulk Operation MACD GuidanceMACD Guidance Services Out of ScopeControl Hub Contact Center MACD GuidanceMACD GuidancePre-RequisitesManage Users Activation Email for new userResend Activation EmailManage CC User licensesModify CC User DetailsDeactivate CC User User Details EmailUser IDUser Details InfoUser Privileges Required The requester must have a proper authorization level to request the changes. Webex Contact Center Administration portal MACD GuidanceMACD GuidancePre-Requisites Enable user as CC center agent.Create and modify user, agent, skills, and multimedia profiles.Create and modify teams. Create and modify sites.Agent & Users mapping to sites, teams, and profiles. User Details EmailUser ID Site names Names of skillsDetails on skills.definitions teamsProfiles (agent & users)Usernames Call Management MACD GuidanceMACD Guidance Pre-Requisites To create an entry point and map it to the configured dialed

Webex Contact Center - Collaborative contact center - Cisco

Displayed on the popover and Interaction Control pane. Arrange the selected variables in the order they should be displayed. Customize the label that is associated with the variable when it appears on the Agent Desktop. The popover variables provide brief information on an incoming call, and the information helps agents to learn more about customers before interacting with them. When a voice call is accepted, the configured variables appear in the Interaction Control pane. For more information, see the following sections: Desktop Viewable Variables in the Cisco Webex Contact Center Setup and Administration Guide. Popover in the Cisco Webex Contact Center Agent Desktop User Guide Interaction Control in the Cisco Webex Contact Center Agent Desktop User Guide 28 September 2022 Advanced queue information and escalate call distribution group Webex Contact Center now supports these new Flow Control activities: Advanced Queue Information: This activity displays the real-time count of agents in the Available state and the count of logged in agents for a specific set of skill requirements. Based on the number of agents available to handle contacts, flow developers can use this activity to decide and manage the flow sequence. Escalate Call Distribution Group: This activity allows flow developers to escalate a queued contact to the next or last call distribution group. This provides better control and flexibility to the flow developer to manage contacts that are parked in a queue and helps reduce wait time for contacts. For more information, see Advanced Queue Information. 14 September 2022 Agent Desktop enhancement – Sign in with country code Agents can sign in to Agent Desktop based on their geographic location. They can do the following: Choose the country code from a drop-down list and enter the dial number in the Station Credentials dialog box. Save the station credential preferences for future sign-ins. For more information, see the Sign In to the Agent Desktop section in the Cisco Webex Contact Center Agent Desktop User Guide. 9 September 2022 Real Time Media Service (RTMS) voice platform Webex Contact Center introduces an enhanced media processing platform Real Time Media Service (RTMS) as the primary media services engine for Webex Contact Center. Phase one of the global RTMS rollout includes support for Voice POP-based PSTN connectivity options. This enables customers to use either partner-provided PSTN (service providers) or extend PSTN services such as Bring your Own PSTN (ByoPSTN) from their Private Branch Exchange (PBX) deployment for the contact center. Support for additional connectivity such as Webex Calling Subscription-based (CCP or LGW) PSTN and Cisco Bundled PSTN will be added at a later date. Customer eligibility is evaluated during onboarding and partners will choose RTMS within Partner Control Hub during onboarding. For more information, see the Set Up Voice Channel for Webex Contact Center article and Services Setup wizard section in the Get Started with Webex Contact Center article. 10 August 2022 Change the site of an agent With this enhancement, you can change the site that is assigned to an agent. The teams and multimedia

Webex Contact Center About Team Types - Webex Contact Center - Cisco

More information, see Concurrent Voice Contact Settings in the Cisco Webex Contact Center Setup and Administration Guide. The Surge Protection Statistics report is introduced in the Analyzer. For more information, see Surge Protection Statistics in the Cisco Webex Contact Center Analyzer User Guide. Skills-based Routing Enhancement A new method of contact selection—Skills-based Contact Selection—is introduced in Skills-based Routing (SBR). Customers can opt for one of the following methods to select contacts—Skills-based Contact Selection or First In, First Out (FIFO) based selection. In Skills-based Contact Selection, SBR filters contacts in a queue periodically to match the agent skills in the sequence—(1) contact priority and (2) timestamp (oldest to newest). Contacts that are sent to SBR queues are parked until a matching agent is available. When an agent is available, the matching contact among the parked contacts connects to the agent on priority, irrespective of the contact's position in the queue. The Skills-based Contact Selection method thus reduces the wait time of parked contacts and improves the productivity of agents. By default, Skills-based Contact Selection is enabled for customers. To enable FIFO based contact selection, customers must contact Cisco Support. For more information, see Skills-based Contact Selection in the Cisco Webex Contact Center Setup and Administration Guide. 11 February 2022 Agent Desktop Enhancement - Reorder Icons on the Horizontal Header A new property headerActions is added to the desktop layout JSON file. This property allows the administrator to change the default order of the icons on the horizontal header of the Agent Desktop—the (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. headerActions: ["webex", "outdial", "notification"], The headerActions property value is case sensitive. To remove the header icons and their associated functionality from the Agent Desktop, the administrator must remove the property values. For more information, see headerActions in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. Date Format Options for Interval Field in Analyzer Reports The default date format for the Interval field in the Analyzer reports is mm/dd/yyyy. With the new enhancement, the Analyzer allows users to choose different date formats for the Interval field, similar to other fields in the reports. Customization of date format was available for profile variables only, previously. For more information, see Change Date Format of the Interval Field in the Cisco Webex Contact Center Analyzer User Guide. 10 February 2022 Handle Invalid DTMF Input in IVR Post-call Surveys Webex Contact Center can handle scenarios where there is invalid or no DTMF (dual-tone multifrequency) input response from customers during IVR post-call surveys. Flow developers can configure the Timeout parameter in the Advanced Settings section of the Feedback activity in the Flow Designer to define the maximum duration (in seconds) for which the system waits for DTMF input from customers. Further, administrators can configure the following IVR settings for Webex Contact Center, in the Questionnaire Settings tab of the post-call survey questionnaire in Webex Experience Management: Maximum Invalid Inputs and Timeout Allowed: Administrators can select a value in the Maximum invalid. Cisco Webex Contact Center . Cisco Webex Contact Center Analyzer User Guide ; Cisco Webex Contact Center Agent Desktop User Guide ; Cisco Webex Contact Center 1.0. Cisco Webex Contact Center. Cisco Webex Contact Center Voice Onboarding Guide 30/Sep/2025. Cisco Webex Contact Center 1.0. Cisco Webex Contact Center 1.0 Voice

What is a contact center? - Webex by Cisco

Multiple languages based on the customer's choice of language. Flow developers can configure the audio prompt variable in various IVR activities such as Play Music, Play Message, Menu, and Collect Digits. This variable selects the audio prompts to be played dynamically in the language selected by the customer during the interaction. For more information, see the Activities in Call Handling section in the Cisco Webex Contact Center Setup and Administration Guide. 18 May 2022 System limits in Webex Contact Center Configuration limits for Webex Contact Center are now documented and published. For more information, see System Limits in Webex Contact Center in the Getting Started chapter of the Cisco Webex Contact Center Setup and Administration Guide. 9 May 2022 Administrator Licensing Changes Assigning a premium agent license to an administrator is now optional. There is no license cost for administrators who do not access any agent or supervisory features. Such administrators do not have access to the following modules in the Management Portal: Agent Desktop Reporting and Analytics Call Monitoring Recording Management Agent State Data Realtime For more information about administrator licensing changes, see Webex Contact Center Documentation. 21 April 2022 Agent Desktop Enhancements Removed the background illustrations on the landing page: The landing page so far displayed some default illustrations as a background when an agent signed in to the Agent Desktop. These default illustrations are removed, and agents now see a landing page without illustrations. Reorder tabs in the Auxiliary Information pane: Agents can drag and drop tabs in the Auxiliary Information pane to change the tab order. This feature is applicable for: Tabs that are displayed in the Auxiliary Information pane. Additional tabs in the Auxiliary Information pane. The agent can click the More Tabs drop-down list and then select the required tab. The order of the tabs is retained even after an agent navigates away from the Auxiliary Information pane, reloads the browser, clears the browser cache, or sign out and sign in again to the Agent Desktop. To reset tabs to the default order, agents can click the More Actions () icon and select the Reset Tab Order option. For more information, see Auxiliary Information Pane in the Cisco Webex Contact Center Agent Desktop User Guide. To enable this feature, the desktop layout JSON file must include the following new properties: Drag and drop tabs: Administrators must set the draggable property value to true. In addition, set the comp-unique-id property to a unique value to identify the component. Reset tab order: Administrators must specify the reset attributes for the agentx-wc-more-actions-widget component. For more information, see Auxiliary Information Pane in the Cisco Webex Contact Center Setup and Administration Guide. 12 April 2022 Stock transition reports Nine new voice-only stock transition reports are now available in Webex Contact Center. These reports have the same look and feel as that of Cisco Unified Contact Center Express (CCX) reports. For more information, see Transition Reports in the Cisco Webex Contact Center Analyzer User Guide. 11 April 2022 New digital

Webex Contact Center Enterprise - Cisco

It will be to scale for more agents. Think about the other offerings that providers have (such as a UCaaS platform) and how those can work with your CCaaS solution. Keep attractive features and integrations in mind and ask each provider about them. Why should I consider Webex Contact Center? As a market leader, Webex delivers constant innovation and solutions to help organizations improve experiences for their customers. Explore the resources below to learn more about Webex Contact Center and the rest of the Webex ecosystem. What devices complement a CCaaS solution? A customer call isn't just any call. It's a lasting experience. And it needs to be the best experience possible. With intelligent devices, agents can eliminate distractions, stay focused, and collaborate better with their colleagues. Our headsets deliver outstanding audio with noise cancellation, and all-day comfort so agents can take calls and meetings anytime, anywhere - even in an energetic contact center. And with Webex Desk devices, agents can call, meet, and work together with a highly secure and reliable experience. Headset 531 The Cisco Headset 531 offers wired USB or RJ models with a quick disconnector. The optional Y trainer cable makes it easy for training scenarios. Deep integration with Cisco Devices and clients allow for easy setup and effortless administration. Headset 562 The Cisco Headset 562 offers wireless models with deep integrations with Cisco devices and clients for easy setup and effortless administration. Webex Desk Hub A personalized collaboration experience at any desk. Walk-in to any hot desk highlighted as available, authenticate wirelessly, choose the booking duration, and enjoy premium video meetings wherever you work. Webex Desk The all-in-one collaboration device that replaces your web camera, microphones, speakers and monitor, all in one device – saving you real estate. It’s now available with a 24-inch interactive. Cisco Webex Contact Center . Cisco Webex Contact Center Analyzer User Guide ; Cisco Webex Contact Center Agent Desktop User Guide ; Cisco Webex Contact Center 1.0.

Webex Contact Center - Cisco Blogs

Performance Analysis CSCvc23568 Cisco Prime Network Change and Configuration Management CSCvc23444 3.1 24-Mar-2017) 3.2 (24-Apr-2017) Cisco Proactive Network Operations Center CSCvc23445 No fixes planned contact Cisco TAC for upgrade information. Cisco Registered Envelope Service CSCvc23448 No fixed release planned. Cisco Service Lifecycle Information Manager (SLIM) CSCvc23455 Cisco Services Provisioning Platform CSCvc23587 Cisco Smart Care CSCvc23532 No further releases planned contact TAC for upgrade instructions. Cisco Unified MeetingPlace - WebEx Node for MCS CSCvc23582 Cisco Universal Small Cell 5000 Series - Running Release 3.4.2.x CSCvc23562 3.5.12.23 (31-Jan-2017) Cisco Universal Small Cell 7000 Series - Running Release 3.4.2.x CSCvc23562 3.5.12.23 (31-Jan-2017) Cisco WebEx Messenger Service CSCvc23454 Cisco has confirmed that this vulnerability does not affect the following Cisco products.Collaboration and Social Media Cisco WebEx Meetings Server Release 1.x Cisco WebEx Meetings Server Release 2.xEndpoint Clients and Client Software Cisco Agent for OpenFlow Cisco IP Communicator Cisco NAC Agent for Mac Cisco NAC Web Agent Cisco UC Integration for Microsoft Lync Cisco Virtualization Experience Client 6215 Cisco WebEx Business Suite Cisco WebEx Meetings Client - Hosted Cisco WebEx Meetings for Android Cisco WebEx Meetings for BlackBerry Cisco WebEx Meetings for Windows Phone 8 Cisco WebEx Productivity ToolsNetwork Application, Service, and Acceleration Cisco Extensible Network Controller (XNC) Cisco Nexus Data BrokerNetwork and Content Security Devices Cisco ASA Next-Generation Firewall Services Cisco Adaptive Security Appliance (ASA) Software Cisco Adaptive Security Device Manager Cisco Content Security Management Appliance (SMA) Cisco Email Security Appliance (ESA) Cisco Web Security Appliance (WSA)Network Management and Provisioning Cisco Access Registrar Appliance Cisco Connected Grid Device Manager Cisco Connected Grid Network Management System Cisco Insight Reporter Cisco Linear Stream Manager Cisco Multicast Manager Cisco Prime Access Registrar Appliance Cisco Prime Access Registrar Cisco Prime Cable Provisioning Cisco Prime Central for Service Providers Cisco Prime Collaboration Assurance Cisco Prime Home Cisco Prime IP Express Cisco Prime Network Registrar IP Address Manager (IPAM) Cisco Prime Network Registrar Virtual Appliance Cisco Prime Network Services Controller Cisco Prime Network Cisco Prime Optical for Service Providers Cisco Prime Performance Manager Cisco Prime Provisioning for Service Providers Cisco Security Manager Cisco Smart Net Total Care - Local Collector