Tenant Settings
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 cross 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. |
✓ |
✓ |
✓ |
Login Domain |
The value to uniquely identify your enterprise. |
✓ |
✓ |
|
Time Zone |
The time zone that you provision for your enterprise. For more information, see About Time Zones. |
✓ |
✓ |
✓ |
Tenant Configuration XML URL |
The location of the XML configuration file for your enterprise |
✓ |
||
IVR Park URL |
The location of the audio file that plays while a call is in the queue. The audio filename is available in the Routing Strategy module. The system concatenates the filename to the path specified in this field. Note: If a tenants IVR Park URL changes, you must update all the relevant routing strategies for the tenant with the new url. |
✓ |
||
Status |
The status of the tenant. You cannot change the status of the tenant. |
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:
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 the settings that are not available to tenants with Standard licenses.
In the table below, the cross 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.
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. |
✓ |
||||
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
|
|||||
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 + ((30/100) x 300) = 390
|
|||||
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.
|
✓ |
✓ |
✓ |
||
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.
|
✓ |
✓ |
✓ |
||
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. |
✓ |
✓ |
✓ |
Module Permissions
![]() Note |
These configurations are accessible only to the Cisco Solution Assurance team. To configure these settings, contact the Cisco Solution Assurance team. |
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 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 |
---|---|---|---|---|
SBR Enabled |
Set to Yes to enable the Skills-Based Routing (SBR) feature for your enterprise. |
✓ |
||
Maximum Skills |
The maximum number of skills that you can define for your enterprise. |
✓ |
||
Maximum Text Skills |
The maximum number of text skills that you can define for your enterprise. |
✓ |
||
Multimedia Enabled |
Set to Yes to enable the Multimedia feature for your enterprise. For more information, see Configure Multimedia Profiles. |
|||
Maximum Channels Per Profile |
The maximum number of channels that you can specify for a multimedia profile. You can use this feature, only if your administrator enables the Multimedia feature for your enterprise. For more information, see Multimedia Profiles. |
✓ |
||
Recording Management Enabled |
Set to Yes to enable the Recording Management module for your enterprise. |
✓ |
||
Recording Pruning Strategy |
Enable the Recording Management module to specify the recording pruning strategy for your enterprise. |
✓ |
||
Pruning Value |
Specify the value for the recording pruning strategy. Time Based strategy is the only available strategy. The system calculates the Time Based pruning strategy according to your Additional Recording Storage license. For the Time Based strategy, define the number of days to retain the recordings. The system deletes the recordings after the specified number of days. |
✓ |
||
Analytics Enabled |
Set to Yes to enable the Reporting and Analytics module and the Business Rule module. |
✓ |
Other Permissions
Only the Cisco Solution Assurance team can configure the settings described in the table below. To configure these settings, contact the Cisco Solution Assurance team.
Setting |
Description |
---|---|
Maximum Address Books |
The maximum number of address books that you can configure for your enterprise. For more information, see Create an Address Book. |
Maximum Entry Points and Queues |
The maximum number of entry points and queues that you can configure for your enterprise. |
Enabled Leg Recording |
Set this option to Yes to create the following files for each recorded call:
Currently, Enabled Leg Recording is a custom setting. Set this option to No to disable Enabled Leg Recording. |
Multiple Time Zone Enabled |
Set this option to Yes to associate the entry points and queues with time zones. If you do not specify a time zone, the system provisions a time zone for your enterprise. Set this option to No to disable Multiple Time Zone Enabled. |