Provisioning

Tenant Settings

Note

You can now access tenant settings directly from the Control Hub of newly enhanced Webex Contact Center. For more, visit Tenant Settings help on Webex Help Center.

If you are still accessing tenant settings through Webex Contact Cnter 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

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:

Procedure

Step 1

Step 2

Navigate to Services > Contact Center > Settings > Desktop.

Step 3

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

Note

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.

Step 4

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.

Note

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.

Note

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

Note

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

Note

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:

300*1.3 = 390

Note

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

Allow Agent Threshold

If this setting is Yes, the system enables the Agent Threshold Alert feature for your enterprise.

All tenants with a Standard or a Premium license have Agent Threshold Alert.

Note

This feature is not supported. Enabling or disabling the Allow Agent Threshold to show the agent threshold on the desktop profile page will be removed in sometime.

✓

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.

Note

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.

Note

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:

Procedure

Step 1

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

Step 2

Choose Entry Point.

Step 3

Click + New Entry Point.

Step 4

In the General Settings area, enter the following settings:

Setting

Description

Name

The name of the entry point.

Note

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.

Step 5

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.
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.
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.

Step 6

Click Save.

View the Details of an Entry Point

To view an entry point:

Procedure

Step 1

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

Step 2

Choose Entry Point .

Step 3

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.

Note

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.

Edit an Entry Point

To edit an entry point or an outdial entry point:

Procedure

Step 1

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

Step 2

Choose Entry Point.

Step 3

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

Step 4

You can edit the following fields:

Setting

Description

Name

The name of the entry point.

Note

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.

Copy an Entry Point

To copy an entry point:

Procedure

Step 1

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

Step 2

Choose Entry Point.

Step 3

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.

Step 4

You can edit the following details:

Note

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.

Note

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.

Create an Outdial Entry Point

To create an outdial entry point:

Procedure

Step 1

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

Step 2

Choose Outdial Entry Point.

Step 3

Click + Outdial Entry Point.

Step 4

In the General Settings area, enter the following settings:

Setting

Description

Name

The name of the outdial entry point.

Note

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.

Step 5

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.

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.

Note

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, seeSupport 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.

Step 6

Click Save.

View the Details of an Outdial Entry Point

To view an outdial entry point:

Procedure

Step 1

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

Step 2

Choose Outdial Entry Point.

Step 3

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.

Note

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.

Edit an Outdial Entry Point

To edit an outdial entry point:

Procedure

Step 1

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

Step 2

Choose Outdial Entry Point.

Step 3

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

Step 4

You can edit the following fields:

Setting

Description

Name

The name of the outdial entry point.

Note

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.

Copy an Outdial Entry Point

To copy an outdial entry point:

Procedure

Step 1

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

Step 2

Choose Outdial Entry Point.

Step 3

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.

Note

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.

Note

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:

Procedure

Step 1

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

Step 2

Choose Queue or Outdial Queue.

Step 3

Click + New Queue or + New Outdial Queue.

Step 4

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.

Note

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.
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.

Note

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.

Note

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

Note

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.

Note

For digital channels, agents are assigned contacts based on the availability of their respective channels. If an agent has multiple available digital channels, they are assigned contacts until all channels of that media-type are occupied, and then the next longest-available agent with free channels is chosen for subsequent contacts. For instance, if two agents each have three chat channels, the first agent receives the first three chat contacts, and the second agent receives the next three, and so forth.

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.

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

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

Note

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.

Note

For digital channels, agents are assigned contacts based on the availability of their respective channels. If an agent has multiple available digital channels, they are assigned contacts until all channels of that media-type are occupied, and then the next longest-available agent with free channels is chosen for subsequent contacts. For instance, if two agents each have three email channels, the first agent receives the first three email contacts, and the second agent receives the next three, and so forth.

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

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:

Procedure

Step 1

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

Step 2

Choose Queue or Outdial Queue.

Step 3

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.

Note

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.
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.

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

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.

Note

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

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.

Note

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

Note

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.

Note

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.

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

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

Note

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.

Note

For digital channels, agents are assigned contacts based on the availability of their respective channels. If an agent has multiple available digital channels, they are assigned contacts until all channels of that media-type are occupied, and then the next longest-available agent with free channels is chosen for subsequent contacts. For instance, if two agents each have three email channels, the first agent receives the first three email contacts, and the second agent receives the next three, and so forth.

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

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:

Procedure

Step 1

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

Step 2

Choose Queue or Outdial Queue.

Step 3

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

Step 4

You can edit the following fields:

Note

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.

Note

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.
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.

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

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.

Note

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

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.

Note

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

Note

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.

Note

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.

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

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

Note

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.

Note

For digital channels, agents are assigned contacts based on the availability of their respective channels. If an agent has multiple available digital channels, they are assigned contacts until all channels of that media-type are occupied, and then the next longest-available agent with free channels is chosen for subsequent contacts. For instance, if two agents each have three email channels, the first agent receives the first three email contacts, and the second agent receives the next three, and so forth.

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

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:

Procedure

Step 1

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

Step 2

Choose Queue or Outdial Queue.

Step 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:

Note

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:

Procedure

Step 1

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

Step 2

Choose the type of entry point or queue that you want to deactivate.

Step 3

Click the ellipsis icon beside an entry point or queue and click Mark Inactive.

Step 4

Click Yes to confirm.

Note

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

Procedure

Step 1	From the Management Portal navigation bar, choose Provisioning > Entry Points/Queues.
Step 2	Choose the type of entry point or queue that you want to activate.
Step 3	Click the ellipsis icon beside the entry point or queue with the status Not Active and click Restore.
Step 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:

Procedure

Step 1

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

Step 2

Click + New Site.

Step 3

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. . For more information, see Multimedia Profiles.

Block an area code is not available in the UI now. We are removing this as part of the set up and admin guide clean up activity.

View the Details of a Site

To view the details of a site:

Procedure

Step 1

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

Step 2

Click the ellipsis icon beside the site that you want to view, and click View.

Step 3

You can view the following settings:


Setting	Description
General Settings
Name	The name of the site. Generally, the name is the geographical location.
Advanced Settings
Status	The status of the site.
Multimedia Profile	The multimedia profile for the site. If you do n't assign a profile to the site, the system assigns the Default_Telephony_Profile. This setting is available, if the administrator enables Multimedia for your enterprise. For more information, see Multimedia Profiles.

Edit a Site

To edit a site:

Procedure

Step 1

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

Step 2

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

Step 3

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:

Procedure

Step 1

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

Step 2

Click the ellipsis icon beside the site you want to deactivate, and click Mark Inactive.

Step 3

Click Yes to confirm.

The status of the site changes to Not Active.

Note

Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

Activate a Site

Procedure

Step 1

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

Step 2

Click the ellipsis icon beside the site that you want to activate and click Restore.

Step 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

Procedure

Step 1

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

Step 2

Click + New Team.

Step 3

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

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.

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.

Note

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.

Note

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.

Note

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.

Note

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.

Step 4

Click Save.

View a team

Procedure

Step 1	From the Management Portal navigation bar, choose Provisioning > Team.
Step 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

Procedure

Step 1

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

Step 2

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

Enter the dial number where the system distributes the calls for this team. This setting is applicable only for capacity-based teams.

Skill Profile

Note

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

Note

You can’t assign this profile to a capacity-based team.

Agents

Note

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.

Note

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.

Step 3

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.

Procedure

Step 1

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

Step 2

Click the ellipsis icon beside the team that you want to deactivate, and click Mark Inactive.

Step 3

Click Yes to confirm.

The status of the team changes to Not Active.

Note

Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

Activate a Team

Procedure

Step 1

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

Step 2

Click the ellipsis icon beside the team that you want to activate and click Restore.

Step 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 an desktop profile, as described in Desktop Profiles. Agents use the Webex Contact Center Desktop to manage customer interactions .

Note

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

Procedure

Step 1

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

Step 2

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

Step 3

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.

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

Note

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.

Note

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

Procedure

Step 1

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

Step 2

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

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.

Note

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:

Procedure

Step 1

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

Step 2

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:

Procedure

Step 1

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

Step 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:

Procedure

Step 1	From the Management Portal navigation bar, choose Provisioning > Users.
Step 2	To download the template, click the Export as CSV () icon.
Step 3	Click Bulk Update () icon.
Step 4	Browse the Agent Update template from your local system and choose the template.
Step 5	Click Upload.
Step 6	(Optional) Check the status of the upload from Bulk Operations Status in Provisioning.

User Profiles

Manage a User Profile

To create a user profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the + New User Profile.

Step 3

Enter the details in the following tabs and click Save in each tab.

General Settings
Module Settings
Access Rights

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.

Note

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

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

Note

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 Point 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.
Custom Attributes: Allows the user to access the Custom Attributes tab to create and modify custom attributes whose values can be saved with the recordings and can be later searched for.
Security Keys: Allows the user to access the Security Keys tab to view and change the schedule for generating security key pairs.

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.

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.

Note

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.

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:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside a user profile and click View.

Step 3

You can view the following details:

General Settings
Module Settings
Access Rights

Edit a User Profile

To edit a user profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside a user profile that you want to edit and click Edit.

Step 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:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside a user profile and click Mark Inactive.

Step 3

Click Yes to confirm.

The status of the user profile changes to Not Active.

Note

Once the object is marked inactive, it can be permanently deleted. For more information, see Delete inactive objects permanently.

Activate a User Profile

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside the user profile that you want to activate and click Restore.

Step 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:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > User Profiles.

Step 2

Click the ellipsis icon beside a user profile that you want to copy, and click Copy.

Step 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:

Procedure

Step 1

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

Step 2

Click + New Work Type.

Step 3

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:

Procedure

Step 1

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

Step 2

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:

Procedure

Step 1

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

Step 2

Click the ellipsis icon beside the work type that you want to deactivate and click Mark Inactive.

Step 3

Click Yes to confirm.

The status of the work type changes to Not Active.

Note

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:

Procedure

Step 1

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

Step 2

Click the ellipsis icon beside the work type that you want to activate and click Restore.

Step 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 an desktop profile. For more information, see Desktop Profiles.

Note

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:

Procedure

Step 1

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.

Step 2

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

Step 3

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 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

Procedure

Step 1

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

Step 2

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

Step 3

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.

Procedure

Step 1

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

Step 2

Click the ellipsis icon beside the idle or wrap-up code and click Mark Inactive.

Step 3

Click Yes to confirm.

The status of the idle or wrap-up code changes to Not Active.

Note

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 an desktop profile:

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Desktop Profiles.

Step 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 an 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.

Cisco Webex Contact Center Setup and Administration Guide

Bias-Free Language

Results

Chapter: Provisioning

Provisioning

Tenant Settings

General Settings

Desktop settings

Manage RONA timeouts

Procedure

Provisioning

Settings

Entry Points and Queues

Entry Point

Queue

Outdial Entry Point

Outdial Queue

Create an Entry Point

Procedure

View the Details of an Entry Point

Procedure

Edit an Entry Point

Procedure

Copy an Entry Point

Procedure

Create an Outdial Entry Point

Procedure

View the Details of an Outdial Entry Point

Procedure

Edit an Outdial Entry Point

Procedure

Copy an Outdial Entry Point

Procedure

Create a Queue and an Outdial Queue

Procedure

View the Details of a Queue or an Outdial Queue

Procedure

Edit a Queue or an Outdial Queue

Procedure

Copy a Queue or an Outdial Queue

Procedure

Deactivate an Entry Point or a Queue

Procedure

Activate an Entry Point or a Queue

Procedure

Sites

Create a Site

Procedure

View the Details of a Site

Procedure

Edit a Site

Procedure

Deactivate a Site

Procedure

Activate a Site

Procedure

Teams

Create a team

Procedure

View a team

Procedure

Edit a team

Procedure

Deactivate a team

Procedure

Activate a Team

Procedure

Users

View the Details of a User

Procedure

Edit a User

Procedure

Export Items Provisioned for a User

Procedure

Revoke API Key for a User

Procedure

Update and Upload Agent Template

Procedure

User Profiles

Manage a User Profile