Provisioning

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 provisioned for your enterprise, click your enterprise name under the Provisioning module in the navigation bar.

Click any of the following tenant settings to configure it:

General Settings
Provisioning
Settings
Module Permissions
Other Permissions

General Settings

The General Settings tab displays the following settings.

In the following table, the cross mark (X) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly the X mark in the Partner column identifies the settings that the partner administrator specifies. The X in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.


Setting	Description	Tenant	Partner	Webex Contact Center
Tenant Details
Name	The name of your enterprise.	X	X	X
Description	(Optional) The description for your enterprise.	X	X	X
Login Domain	The value to uniquely identify your enterprise.		X	X
Time Zone	The time zone that you provision for your enterprise. For more information, see About Time Zones.	X	X	X
Tenant Configuration XML URL	The location of the XML configuration file for your enterprise			X
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.			X
Status	The status of the tenant. You cannot change the status of the tenant.

You can also modify the settings by clicking Edit at the bottom of the page.

Provisioning

The Provisioning tab displays the following settings. The partner administrator and the Webex Contact Center administrator specify these settings:


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 for optimizing 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 you set 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.

You can also modify the settings by clicking Edit at the bottom of the page.

Settings

The Settings tab displays the following settings. Asterisk (*) indicates the settings that are not available to tenants with Standard licenses.

In the following table, the cross mark (X) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly, the X mark in the Partner column identifies the settings the partner administrator specifies. The X in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.


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.	X	X	X
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.	X	X	X
Maximum Active Contacts	The maximum number of active conversations that you allow for the channel type. The maximum incoming or outbound conversations cannot exceed this value. Note: The number of maximum active contacts depends on your license. Contact your organization administrator for more information.		X	X
Inbound Maximum Active Contacts	The maximum number of active inbound conversations for any channel. It includes calls, emails, or chats from all the sites, teams, DNs, queue, and ongoing calls, emails, or chats. Beyond this number, the system drops any contact.		X	X
Outdial Maximum Active Contacts	The maximum number of active outdial calls, emails, or chats across the tenant at any point in time.		X	X
Other Settings
Allow Agent Threshold	If you set 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: As of now, this feature is not available.	X	X	X
Maximum Callback Attempts	The number of times the system attempts a requested callback if the initial callback attempt fails.	X	X	X
Retry Callback Interval	The number of seconds between the callback attempts in case the initial callback attempt fails.	X	X	X
Pause/Resume Enabled	If you set 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 you set No, you can later enable this feature for individual queues. Note: You can use this feature only if your administrator enables the Privacy Shield feature for your enterprise. For more information, contact your administrator. For more information, see Adding an Entry Point or Queue.	X	X	X
Recording Pause Duration	This setting specifies the time for which the system pauses the call recording. After the time has elapsed, the system automatically starts recording the call.	X	X	X
Record All Calls	If you set Yes, the system records all inbound and outdial calls. If you set No, the system records calls based on the settings for each queue.	X	X	X

You can also modify the settings by clicking Edit at the bottom of the page.

Module Permissions

Note

These configurations are accessible only to the Cisco Solution Assurance team. To configure these settings, contact the Cisco Solution Assurance team.

To modify the settings, click Edit at the bottom of the page.


Setting	Description	Webex Contact Center
SBR Enabled	Set Yes to enable the Skills-Based Routing (SBR) feature for your enterprise.	X
Maximum Skills	The maximum number of skills that you can define for your enterprise.	X
Maximum Text Skills	The maximum number of text skills that you can define for your enterprise.	X
Multimedia Enabled	Set Yes to enable the Multimedia feature for your enterprise. For more information, see About Multimedia.
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.	X
Recording Management Enabled	Set Yes to enable the Recording Management module for your enterprise.	X
Recording Pruning Strategy	Enable the Recording Management module to specify the recording pruning strategy for your enterprise.	X
Pruning Value	Specify the value for the selected recording pruning strategy. As of now only Time Based strategy is available. The system calculates the Time Based pruning strategy that is based on 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.	X
Analytics Enabled	Set Yes to enable the Analytics and Reports and Business Rules modules for your enterprise.	X

Other 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 cross mark (X) at the Tenant column indicates the settings that the authorized users of your enterprise specify. Similarly the X mark in the Partner column identifies the settings the partner administrator specifies. The X in the Webex Contact Center column identifies the settings that the Webex Contact Center administrator specifies.


Setting	Description	Tenant	Webex Contact Center
Maximum Address Books	The maximum number of address books that you can configure for your enterprise. For more information, see Create an Address Book.		X
Maximum Entry Points and Queues	The maximum number of entry points and queues that you can configure for your enterprise.		X
Last Agent Routing	If you set Yes, the system routes contacts to that agent in the queue who is the last to log in to Agent Desktop.	X	X
Enabled Leg Recording	If you set Yes, the system creates the following files for each recorded call: One with the audio of both the customer and the agent. One with the audio of only the customer. One with the audio of only the agent. Currently, Enabled Leg Recording is a custom setting.	X	X
Multiple Time Zone Enabled	If you set Yes, the system associates the entry points and queues with time zones. If you do not specify any time zone, the system provisions a time zone for your enterprise.		X

You can also modify the settings by clicking Edit at the bottom of the page.

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 it is in the entry point.

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.
Contact your Webex Contact Center administrator for other Provisioning configurations.

Queue

An inbound queue 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. Proxy queues are used by Webex Contact Center to track the call activity occurring 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 chats, calls, or emails 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 are required to be transferred to the queue, then 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

The system-generated Outdial Transfer to Queue entry point cannot be edited.

Outdial Queue

This is an outbound queue where the customer contact waits before the system assigns the customer to an agent or DN.

Attention

As part of our efforts to improve your experience we are bringing in new Webex Contact Center digital channels. The social channels - Facebook Messenger and SMS will be temporarily unavailable. You can continue using the Chat and Email services.

Create an Entry Point or an Outdial Entry Point

To create an entry point or an outdial entry point:

Procedure

Step 1

From the Webex Contact Center portal navigation bar, choose Provisioning.

Step 2

Choose Entry Point or Outdial Entry Point.

The Entry Pointor outdial entry point page appears. The page lists all the entry points that are available.

Step 3

Click the + New Entry Point or + New Outdial Entry Point.

Step 4

Enter the following settings for the entry point and click Save:

Setting

Description

General Settings

Name

The name for the entry point.

Description

A short description of the entry point.

Channel Type

Select a channel type. Supported channel types are Telephony, Email, Social Channel, and Chat.

Note

Social Channel appears only if you've purchased the Social Channel add-on.

The default value for Outdial Entry Point is Telephony.

Social Channel Type

Select the type of social channel from the drop-down list.

Advanced Settings

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 the agent completes a customer service request within this time interval, the system considers it within the service level.

Maximum Active Calls

Enter the maximum number of simultaneous calls that you allow for this entry point. The system busies out any additional calls when the number of active calls exceeds this number.

This setting is available for the Telephony channel type.

Maximum Active Chats

Enter the maximum number of simultaneous chats that you allow for this entry point.

This setting is available for the Chat channel type.

Maximum Active Emails

Enter the maximum number of simultaneous emails that you allow for this entry point.

This setting is available for the Email channel type.

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. Any routing strategy for this entry point uses the time zone that you select here.

View the Details of an Entry Point or an Outdial Entry Point

To view an entry point or an outdial entry point:

Procedure

Step 1

From the Webex Contact Center portal navigation bar, choose Provisioning.

Step 2

Choose Entry Point or Outdial Entry Point.

The Entry Point or Outdial Entry Point page appears. The page lists all the entry points, if any.

Step 3

Click the ellipsis icon beside an entry point and click View. You can view the following details:

Setting

Description

General Settings

Name

The name for the entry point.

Description

A short description of the entry point.

Channel Type

Select a channel type. Supported channel types are Telephony, Email, Social Channel, and Chat.

Note

Social Channel appears only if you've purchased the Social Channel add-on.

The default value for Outdial Entry Point is Telephony.

Social Channel Type

Select the type of social channel from the drop-down list.

Advanced Settings

Service Level Threshold

Maximum Active Calls

Enter the maximum number of simultaneous calls that you allow for this entry point. The system busies out any additional calls when the number of active calls exceeds this number.

This setting is available for the Telephony channel type.

Maximum Active Chats

Enter the maximum number of simultaneous chats that you allow for this entry point.

This setting is available for the Chat channel type.

Maximum Active Emails

Enter the maximum number of simultaneous emails that you allow for this entry point.

This setting is available for the Email channel type.

Time Zone (Routing Strategies Only)

Edit an Entry Point or an Outdial Entry Point

To edit an entry point or an Outdial Entry Point:

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, select Provisioning and then click Entry Points/Queues.

Step 2

Select Entry Point or Outdial Entry Point.

The Entry Point page appears. The page lists all the entry points, if any.

Step 3

Click the ellipsis icon to the left of an entry point and click Edit.

The entry point or outdial entry point page appears.

Step 4

You can edit the following fields:

Setting

Description

General Settings

Name

The name for the entry point.

Description

A short description of the entry point.

Channel Type

Select a channel type. Supported channel types are Telephony, Email, Social Channel, and Chat.

Note

Social Channel appears only if you've purchased the Social Channel add-on.

The default value for Outdial Entry Point is Telephony.

Social Channel Type

Select the type of social channel from the drop-down list.

Advanced Settings

Service Level Threshold

Maximum Active Calls

Enter the maximum number of simultaneous calls that you allow for this entry point. The system busies out any additional calls when the number of active calls exceeds this number.

This setting is available for the Telephony channel type.

Maximum Active Chats

Enter the maximum number of simultaneous chats that you allow for this entry point.

This setting is available for the Chat channel type.

Maximum Active Emails

Enter the maximum number of simultaneous emails that you allow for this entry point.

This setting is available for the Email channel type.

Time Zone (Routing Strategies Only)

Copy an Entry Point or an Outdial Entry Point

To copy an entry point or an Outdial Entry Point:

Procedure

Step 1

From the Webex Contact Center portal navigation bar, choose Provisioning.

Step 2

Choose Entry Point or Outdial Entry Point.

The Entry Point or an Outdial Entry Point page appears. The page lists all the entry points, if any.

Step 3

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

The entry point or an Outdial Entry Point page appears. The fields have the same values as the original entry point.

You can either save the same entry point with a different name or edit the entry point and save it.

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

General Settings

Name

The name for the entry point.

Description

A short description of the entry point.

Channel Type

Select a channel type. Supported channel types are Telephony, Email, Social Channel, and Chat.

Note

Social Channel appears only if you've purchased the Social Channel add-on.

The default value for Outdial Entry Point is Telephony.

Social Channel Type

Select the type of social channel from the drop-down list.

Advanced Settings

Service Level Threshold

Maximum Active Calls

Enter the maximum number of simultaneous calls that you allow for this entry point. The system busies out any additional calls when the number of active calls exceeds this number.

This setting is available for the Telephony channel type.

Maximum Active Chats

Enter the maximum number of simultaneous chats that you allow for this entry point.

This setting is available for the Chat channel type.

Maximum Active Emails

Enter the maximum number of simultaneous emails that you allow for this entry point.

This setting is available for the Email channel type.

Time Zone (Routing Strategies Only)

Create a Queue and an Outdial Queue

To create a queue:

Procedure

Step 1

In the Webex Contact Center portal navigation bar, click Provisioning.

Step 2

Select Queue or Outdial Queue.

The Queue page appears. The page lists all the queues, if any.

Step 3

Click the + 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 the name for the queue.

Description

(Optional) Enter a short description of 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:

Telephony: The default channel type.

Note

For outdial queues the only channel type 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 over 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 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 additional 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 will be routed to the agent who has been available the longest.

Best Available Agent: When you select this setting, the call will be routed to the agent with the highest proficiency across all skills for the contact.

Queue Routing Type cannot be edited once the Queue is saved.

Outbound Campaign Enabled

This toggle is displayed only for outdial queues.

If the toggle is enabled, then the Call Distribution and Queue Routing Type fields are displayed. This field cannot be edited later and 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

Select Yes or No to specify whether you can monitor the calls.

This setting is available only for the Telephony channel type.

Permit Recording

Select Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Monitoring from here. For more information, see Other Permissions.

This setting is available only for the Telephony channel type.

Record All Calls

This setting is available only if you enable Permit Recording.

Select Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.

This setting is available only for the Telephony channel type.

Pause/Resume Enabled

Select 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, only if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available only 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 only 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.

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in 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 the name for the queue.

Description

(Optional) Enter a short description of 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.

Queue Routing Type cannot be edited once 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

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 the name for the queue.

Description

(Optional) Enter a short description of 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.

Queue Routing Type cannot be edited once the Queue is saved.

Add Group

Add a 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

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 4. Configuration for Channel Type Social Channel

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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:

Social Channel

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: Conversations are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Conversation Distribution section.

Queue Routing Type cannot be edited once the Queue is saved.

Add Group

Add a Conversation Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute conversations to more teams as time in queue progresses.

Advanced Settings

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 Webex Contact Center portal navigation bar, choose Provisioning.

Step 2

Choose Queue or Outdial Queue.

The Queue page or Outdial Queue page appears. The page lists all the queues, if any.

Step 3

Click the ellipsis icon beside a queue and click View. You can view the following details:

Table 5. Configuration for Channel Type Telephony

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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:

Telephony: The default channel type.

Note

For outdial queues the only channel type 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 over 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 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 additional 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 will be routed to the agent who has been available the longest.

Best Available Agent: When you select this setting, the call will be routed to the agent with the highest proficiency across all skills for the contact.

Queue Routing Type cannot be edited once the Queue is saved.

Outbound Campaign Enabled

This toggle is displayed only 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

Select Yes or No to specify whether you can monitor the calls.

This setting is available only for the Telephony channel type.

Permit Recording

Select Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Monitoring from here. For more information, see Other Permissions.

This setting is available only for the Telephony channel type.

Record All Calls

This setting is available only if you enable Permit Recording.

Select Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.

This setting is available only 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, only if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available only 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 only for the Telephony channel type.

Service Level Threshold

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in 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 6. Configuration for Channel Type Chat

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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.

Queue Routing Type cannot be edited once 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

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 7. Configuration for Channel Type Email

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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.

Queue Routing Type cannot be edited once the Queue is saved.

Add Group

Add a 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

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 8. Configuration for Channel Type Social Channel

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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:

Social Channel

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: Conversations are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Conversation Distribution section.

Queue Routing Type cannot be edited once the Queue is saved.

Add Group

Add a Conversation Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute conversations to more teams as time in queue progresses.

Advanced Settings

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 :

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, select Provisioning and then click Entry Points/Queues.

Step 2

Select Queue or Outdial Queue.

The Queue page or Outdial Queue appears. The page lists all the queue, if any.

Step 3

Click the ellipsis icon to the left of a queue and click Edit.

The Queue or Outdial Queue page appears.

Step 4

You can edit the following fields:

Note

There are some settings that you cannot edit. You can edit the Chat Template settings from Cisco Webex Control Hub.

Table 9. Configuration for Channel Type Telephony

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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:

Telephony: The default channel type.

Note

For outdial queues the only channel type 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 over 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 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 additional 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 will be routed to the agent who has been available the longest.

Best Available Agent: When you select this setting, the call will be routed to the agent with the highest proficiency across all skills for the contact.

Queue Routing Type cannot be edited once the Queue is saved.

Outbound Campaign Enabled

This toggle is displayed only 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

Select Yes or No to specify whether you can monitor the calls.

This setting is available only for the Telephony channel type.

Permit Recording

Select Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Monitoring from here. For more information, see Other Permissions.

This setting is available only for the Telephony channel type.

Record All Calls

This setting is available only if you enable Permit Recording.

Select Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.

This setting is available only 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, only if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available only 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 only for the Telephony channel type.

Service Level Threshold

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in 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 10. Configuration for Channel Type Chat

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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.

Queue Routing Type cannot be edited once 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

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 11. Configuration for Channel Type Email

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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.

Queue Routing Type cannot be edited once the Queue is saved.

Add Group

Add a 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

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 12. Configuration for Channel Type Social Channel

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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:

Social Channel

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: Conversations are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Conversation Distribution section.

Queue Routing Type cannot be edited once the Queue is saved.

Add Group

Add a Conversation Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute conversations to more teams as time in queue progresses.

Advanced Settings

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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

In the Webex Contact Center portal navigation bar, click Provisioning.

Step 2

Select Queue or Outdial Queue.

The Queue or Outdial Queue page appears. The page lists all the queues, if any.

Step 3

Click the ellipsis icon beside a queue and click Copy.

The queue page appears. The fields have the same values as the original queue.

You can either save the same queue with a different name or edit the queue and save it.

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/.

Table 13. Configuration for Channel Type Telephony

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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:

Telephony: The default channel type.

Note

For outdial queues the only channel type 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 over 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 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 additional 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 will be routed to the agent who has been available the longest.

Best Available Agent: When you select this setting, the call will be routed to the agent with the highest proficiency across all skills for the contact.

Queue Routing Type cannot be edited once the Queue is saved.

Outbound Campaign Enabled

This toggle is displayed only 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

Select Yes or No to specify whether you can monitor the calls.

This setting is available only for the Telephony channel type.

Permit Recording

Select Yes or No to specify whether the system can record the calls.

If you enable Record All Calls in the Tenant settings, you cannot disable Permit Monitoring from here. For more information, see Other Permissions.

This setting is available only for the Telephony channel type.

Record All Calls

This setting is available only if you enable Permit Recording.

Select Yes or No to indicate whether the system can record all the calls for this queue.

If you enable Record All Calls in the Tenant settings, you cannot disable this setting from here. For more information, see Other Permissions.

This setting is available only 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, only if your organization administrator enables the Privacy Shield feature in the Webex Contact Center service configuration.

Recording Pause Duration

This setting is available only 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 only for the Telephony channel type.

Service Level Threshold

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are terminated.

Default Music in Queue

Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in 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 14. Configuration for Channel Type Chat

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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.

Queue Routing Type cannot be edited once 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

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 15. Configuration for Channel Type Email

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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.

Queue Routing Type cannot be edited once the Queue is saved.

Add Group

Add a 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

Note

This option is not applicable when Social Channel type is selected.

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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 16. Configuration for Channel Type Social Channel

Setting

Description

General Settings

Name

Enter the name for the queue.

Description

(Optional) Enter a short description of 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:

Social Channel

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: Conversations are routed to the agent who has been available for the longest time over all teams assigned to the queue in the Conversation Distribution section.

Queue Routing Type cannot be edited once the Queue is saved.

Add Group

Add a Conversation Distribution Group to associate one or more teams with this queue. Add multiple groups to distribute conversations to more teams as time in queue progresses.

Advanced Settings

Maximum Time in Queue

Enter the time after which the contact (all media types) are 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.

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 any other routing strategy. When you try to deactivate such 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 Webex Contact Center Portal navigation bar, choose Provisioning.

Step 2

Choose Entry Points/Queues and then select the type of entry point or queue you want to deactivate.

The page for the type of entry point or queue page appears. The page displays the list of existing entry points or queues.

Step 3

Click the ellipsis icon to the left of an entry point or queue and click Delete.

The Heads Up! dialog box appears. Click Yes to confirm.

Activate an Entry Point or a Queue

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, choose Provisioning
Step 2	Choose Entry Points/Queues and then select the type of entry point or queue you want to activate. The page for the type of entry point or queue page appears. The page displays the list of existing entry points or queues.
Step 3	Click the ellipsis icon beside the entry point or queue with the status Not Active and click Restore. The Confirm Activate? dialog box appears.
Step 4	Click Yes to confirm. The status of 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 Webex Contact Center Portal navigation bar, choose Provisioning.

Step 2

Choose Site.

The Sites page appears. The page lists all the site, if any.

Step 3

Click + New Site.

The Site page appears.

Step 4

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

You can block area code when you create a new site or edit an existing site. To block an area based on their codes:

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, choose Provisioning.

Step 2

Choose Site.

The Sites page appears. The page lists all the site, if any.

Step 3

Do one of the following:

Click + New Site. See Create a Site.
Click the ellipsis icon beside a site that you want to edit and click Edit. See Edit a Site.

Step 4

Set Block Area Codes to Yes.

The Area Codes to Block text box appears.

Step 5

Click the edit icon in the text box.

The Choose Area Codes panel appears.

Step 6

In the Choose Area Codes, enter the following details, and click Save:


Setting	Description
State	Select the state from the drop-down. Note: You can select multiple states. For each state you select, you have to enter area codes.
Area Codes	Enter the area code. You can enter multiple area codes.

You can see the area codes and the corresponding states in the Selected Area code Details panel.

Step 7

(Optional) Click Delete under Action, if you want to delete area codes.

View the Details of a Site

To view the details of a site:

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, choose Provisioning

Step 2

Choose Site.

The Site page appears. This page displays a list of sites.

Step 3

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

Step 4

You can view the following settings:


Setting	Description
General Settings
Name	The name of the site. Generally, it is the name of the geographical location.
Advanced Settings
Multimedia Profile	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 enables Multimedia for your enterprise. For more information, see Multimedia Profiles.

Step 5

(Optional) Click Edit to modify the site.

For more information, see Edit a Site.

Step 6

(Optional) Click Delete to delete the site.

For more information, see Deactivate a Site.

Edit a Site

To edit a site:

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, choose Provisioning

Step 2

Choose Site.

The Site page appears. This page displays a list of sites.

Step 3

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

Step 4

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
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 there are any agents or active teams that are associated with the site. When 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 you have associated with this site.

After you deactivate a site, you can still see it in the Sites page as Not Active sites. Historical reports also display details of the deactivated sites.

To deactivate a site:

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, choose Provisioning
Step 2	Choose Site. The Site page appears. This page displays a list of sites.
Step 3	Click the ellipsis icon beside the site you want to deactivate, and click Delete.
Step 4	The Heads Up! dialog box appears. Click Yes to confirm. The status of the site changes to Not Active.

Activating a Site

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, select Provisioning .
Step 2	Click Site. The Sites page appears. This page lists all the sites.
Step 3	Click the ellipsis icon beside the site that you want to activate and click Restore. The Confirm Activate? dialog box appears.
Step 4	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

To create a team:

Procedure

Step 1

From the Management Portal navigation bar, click Provisioning > Teams.

The Teams page appears. This page displays a list of teams.

Step 2

Click + New Team.

The Team page appears.

Step 3

Enter the following details:

Setting

Description

General Settings

Site

Select the site from the drop-down list. You can’t edit the site later.

Name

Enter the name for the team. Generally, use names that indicate the function of the team, such as Billing or Customer Support.

Type

Choose the team type from the following:

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 are not managed by the Webex Contact Center system.

The capacity setting determines the capacity of such teams. But, the team capacity strategy in the Routing Strategy module overwrites the capacity setting.

Team Status

Select the status of the team to indicate whether the team is available to handle customer contacts. You can’t change the team status when the team is part of any routing strategy.

Status

This setting appears on the Edit page to specify whether the team is Active or Not Active.

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

Enter the maximum number of simultaneous contacts that this team can handle. The system routes any contacts beyond this number as per the routing strategy. And, if there are no routing strategies, then the system queues the contacts.

This setting is applicable only for capacity-based teams.

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

Select agents to the team from the drop-down list. You can only assign the agents that your organization administrator provisions 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

Select a desktop layout for the team from the drop-down list. By default, the Default Layout is selected. To create a desktop layout, see Create a Desktop Layout.

Step 4

Click Save.

View a Team

To view a team:

Procedure

Step 1

From the Management Portal navigation bar, click Provisioning > Teams.

The Teams page appears. This page displays a list of teams.

Step 2

Click the ellipsis icon beside the team you want to view, and click View. You can view all the configured details.

Edit a Team

To edit a team:

Procedure

Step 1

From the Management Portal navigation bar, click Provisioning > Teams.

The Teams page appears. This page displays a list of teams.

Step 2

Click the ellipsis icon beside the team you want to edit, and click Edit. You can edit the following settings:

Setting

Description

General Settings

Site

Select the site from the drop-down list. You can’t edit the site later.

Name

Enter the name for the team. Generally, use names that indicate the function of the team, such as Billing or Customer Support.

Type

Choose the team type from the following:

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 are not managed by the Webex Contact Center system.

The capacity setting determines the capacity of such teams. But, the team capacity strategy in the Routing Strategy module overwrites the capacity setting.

Team Status

Select the status of the team to indicate whether the team is available to handle customer contacts. You can’t change the team status when the team is part of any routing strategy.

Status

This setting appears on the Edit page to specify whether the team is Active or Not Active.

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

This setting is applicable only for capacity-based teams.

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

Select a desktop layout for the team from the drop-down list. By default, the Default Layout is selected. To create a desktop layout, see Create a Desktop Layout.

Deactivate a Team

You cannot deactivate a team if there are any agents or active routing strategies that are associated with the team. When you try to deactivate such a team, a message informs you that you cannot deactivate the team. You can click the information icon in the message to view the list of entities that you have associated with this team.

After you deactivate a team, you can still see it in the Teams page as Not Active teams. Historical reports also display details of the deactivated teams.

To deactivate a team:

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, choose Provisioning.
Step 2	Choose Team. The Teams page appears. This page displays a list of teams.
Step 3	Click the ellipsis icon beside the team you want to deactivate, and click Delete.
Step 4	The Heads Up! dialog box appears. Click Yes to confirm. The status of the team changes to Not Active.

Activate a Team

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, select Provisioning.
Step 2	Click Team. The Teams page appears. This page lists all the teams.
Step 3	Click the ellipsis icon beside the team that you want to activate and click Restore. The Confirm Activate? dialog box appears.
Step 4	Click Yes to confirm. The status of the team changes to Active.

Users

Users are the contact center supervisors, managers, and agents who are responsible for day-to-day operations. Their user profile specifies the level of access to the modules of Webex Contact Center Management Portal modules.They use the Management Portal to access the modules for real-time visibility and to control the resources that they are responsible for.

An agent user account must include a user profile that grants access to the Agent Desktop module, and must also include an agent profile, described in Agent Profiles. Agents use the Webex Contact Center Agent Desktop to manage customer interactions.

Note

You can create and delete users from https://admin.webex.com/.

View the Details of a User

To view the details of a user:

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, click Provisioning > Users.

The Users page appears. This page lists all the users in your enterprise. You can filter out the inactive users by selecting the Hide Inactive Users check box.

Step 2

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

The User page appears. The page displays the details of the user.

Step 3

You can view the following details:


Setting	Description
General Settings
Username	The name you use 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.
Email	The email address of the user.
Country	The address details of the user.
State
City
Street
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.
Zip Code	The postal code of the user.
User Profile	The profile of the user. For more information, see Manage a User Profile.
Contact Center Enabled	The setting is for accessing the Agent Desktop to 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 team of the agent. For more information, see Create a Team
Skill Profile	The skill profile of the user. 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.
Agent Profile	The profile of the agent. For more information, see Agent Profiles. Note: An agent can belong to several teams, but has a single agent 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 log in to Agent 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.

Step 4

(Optional) Click Edit to modify the user details. For more information, see Edit a User.

Step 5

(Optional) Click Delete to deactivate the user.

Edit a User

To edit the details of a user:

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, choose Provisioning.

Step 2

Click Users.

The Users page appears. This page lists all the users in your enterprise.

Step 3

Click the ellipsis icon beside the user you want to edit and click Edit. You can edit the following settings:


Setting	Description
General Settings
Country	Edit the address of the user.
State
City
Street
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	Select Yes to provide access to Agent Desktop.
Status	Edit 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 to. To assign the agent to one or more teams, select the teams from the drop-down list.
Skill Profile	Edit the skill profile of the agent. Select a profile from the drop-down. This feature is applicable 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.
Agent Profile	Edit the profile of the agent. Select a profile from the drop-down. For more information, see Agent Profiles. Note: An agent can belong to several teams, but has a single agent profile.
Multimedia Profile	Edit the multimedia profile of the agent. Select a profile from the drop-down. This feature is applicable 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 Agent Desktop. For more information, see Multimedia Profiles.
Default DN	(Optional) Edit the dial number of the agent. If there is no dial number for the agent, you can add a dial number.
External ID	(Optional) Edit 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 the user uses to log in to Webex Contact Center.
First Name	The first name of the user.
Last Name	The last name of the user.
Email	The email address of the user.

Export Provisioned Items for a User

To export the details of the items that you have provisioned for a user:

Procedure

Step 1

From the Webex Contact Center Portal navigation bar, click Provisioning.

Step 2

Click Users.

The Users page appears. This page lists all the users in your enterprise.

Step 3

Click the ellipsis icon beside a username and click Excel or PDF. The report has details about the following items:


Setting	Description
Active Inbound Entry Point Details	The details about the entry points that you map to the user.
Outdial Entry Points	The details about the outdial entry points that you map to the user.
Inbound Queues	The details about the queues that you map to the user.
Outdial Queues	The details about the outdial queues that you map to the user.
Sites	The details about the sites that you map to the user.
Teams	The details about the teams that you map to the user.
Agents	The details about 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 Webex Contact Center Portal navigation bar, choose Provisioning.

Step 2

Click Users.

The Users page appears. This page lists all the users in your enterprise.

Step 3

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

Before you begin

To upload the details of multiple agents simultaneously:

Procedure

Step 1	From the Webex Contact Center Management Portal, choose Provisioning > Users.
Step 2	Download the template by clicking 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

When you create a user from Control Hub or change the license or role of a user, the system automatically maps the following profiles in Webex Contact Center.

The mapping of Standard and Premium licenses from Control Hub to Webex Contact Center Management Portal is as follows:

Standard Agent—Standard Agent User Profile
Premium Agent—Premium Agent User Profile
- Supervisor—Supervisor Profile
- Administrator—Administrator Profile

The mapping of Cloud Connect user profile from Control Hub to Webex Contact Center Management Portal is as follows:

Analyzer User—Analyzer User Profile
Analyzer Administrator—Analyzer Administrator Profile

From Management Portal, you can also assign a user with a custom profile. The Profile Type of the custom profile must be same as the role of the user on Control Hub. For example, a Premium License user with a Supervisor role can be a custom profile of the type Supervisor. For more information on license privileges, see General Settings.

Manage a User Profile

To create a user profile:

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, choose Provisioning
Step 2	Choose User Profiles. The User Profiles page appears. This page displays a list of user profiles.
Step 3	Click the + New User Profile. The User Profile page appears.
Step 4	Enter the details in the following tabs and click Save in each tab. General Settings Module Settings Access Rights

General Settings

You can configure the following settings from the General Settings tab while configuring a new user profile or editing an existing user profile:


Setting	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 of the profile.
Profile Type	Select a type to determine the privilege level for this profile. For Webex Contact Center, generic profile and module mapping are as follows: Standard Agent—Has access to Agent Desktop module. Premium Agent—Has access to Agent Desktop and Multimedia module. Supervisor—Has access to all modules except to manage tenants in the Provisioning module. Administrator—Has access to all modules. For Cloud Connect, generic profile and module mapping are as follows: Analyzer User Profile—Has access to Reporting and Analytics module. Analyzer Administrator Profile—Has access to Reporting and Analytics, and Provisioning (Manage Entry Points/Queues, Manage Teams, Manage User Profiles, and Manage Users) modules. You cannot 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 Webex Contact Center. The Module Settings tab enables you to specify permissions to the Webex Contact Center modules. You can set module access when creating a new user profile, or when editing or copying an existing user profile.

If you select All for Module Access, then the user profile can access all the modules. Select Specific if you want to provide the user access to selected modules only. You can specify access to the following modules:

Setting

Description

Agent Desktop

Enables the user to access the Agent Desktop.

Call Monitoring

Enables 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 Call Monitoring is enabled for the user.

You can enable the following settings for this module:

Barge-In: Allows the user to join any call that the user is monitoring and participate in the conversation between the agent and the customer.
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

Enables 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.

Logout Agents

Provides an administrator or supervisor access to the Agent State Data - Realtime dashboard. You can select the following values in the Logout Agents drop-down list:

None: The user will not have access to view the Agent State Data - Realtime dashboard.
View: The user can view the Agent State Data - Realtime dashboard.
Edit: The user can view the Agent State Data - Realtime dashboard and log out agents who are in the Available, Idle, or Not Responding state across all media channels.

Note

To view the agent status details of a team or site, the administrator or supervisor must have access rights to the team or site. For more information, see Access Rights.

For more information about viewing the Agent State Data - Realtime dashboard and logging out agents, see About Dashboards.

Multimedia

Enables 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 editing the user's details via Provisioning > Users, the Multimedia Profile drop-down list displays only the default telephony profile.

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 enables 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: Enables the user to edit some of the tenant settings in the Provisioning module.

Recording Management

Provides access to the Recording Management module, which enables 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:

Manage Recordings: Allows the user to delete and restore recordings.
Tags: Allows the user to access the Tags tab to view, create, and edit tags that can be assigned to audio files that can be used 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 Webex Contact Center Reporting and Analytics module. The reporting and analytics module enables 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.

Routing Strategy

Provides the user access to the web-based user interface for managing and configuring call handling strategies.

You can enable the following permissions to the Routing Strategy module:

Access Rights

You can configure the following settings from the Access Rights tab while configuring a new user profile or editing an existing user profile:


Setting	Description
Entry Points	From the drop-down list, select the specific entities which the user can access. You can select All to provide access to all entities of that type. Note: The Cloud Connect Deployments field appears only for Cloud Connect users. Deployments that you have already configured appear in the drop-down list. The Queues and Sites drop-down list appears according to the deployments that you select.
Cloud Connect Deployments
Queues
Sites
Teams

View the Details of a User Profile

To view the details of a user profile:

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, choose Provisioning.
Step 2	Choose User Profile. The User Profiles page appears. This page displays a list of user profiles.
Step 3	Click the ellipsis icon beside a user profile and click View. The User Profile page appears.
Step 4	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 Webex Contact Center Portal navigation bar, choose Provisioning
Step 2	Choose User Profiles. The User Profiles page appears. This page displays a list of user profiles.
Step 3	Click the ellipsis icon beside a user profile that you want to edit and click Edit. The User Profile page appears.
Step 4	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 deactivating the user profile.

To deactivate a user profile:

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, choose Provisioning
Step 2	Choose User Profiles. The User Profiles page appears. This page displays a list of user profiles.
Step 3	Click the ellipsis icon beside a user profile and click Delete. The Heads Up! dialog box appears.
Step 4	Click Yes to confirm. The status of the user profile changes to Not Active.

Activate a User Profile

Procedure

Step 1	From the Webex Contact Center Portal navigation bar, choose Provisioning
Step 2	Choose User Profiles. The User Profiles page appears. This page displays a list of user profiles.
Step 3	Click the ellipsis icon beside the user profile you want to activate and click Restore. The Confirm Activate? dialog box appears.
Step 4	Click Yes to confirm. The status o

Cisco Webex Contact Center Setup and Administration Guide

Results

Chapter: Provisioning

Provisioning

Tenant Settings

General Settings

Provisioning

Settings

Module Permissions

Other Permissions

Entry Points and Queues

Entry Point

Queue

Outdial Entry Point

Outdial Queue

Create an Entry Point or an Outdial Entry Point

Procedure

View the Details of an Entry Point or an Outdial Entry Point

Procedure

Edit an Entry Point or an Outdial Entry Point

Procedure

Copy an Entry Point or 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

Block an Area Code

Procedure

View the Details of a Site

Procedure

Edit a Site

Procedure

Deactivate a Site

Procedure

Activating 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 Provisioned Items for a User

Procedure

Revoke API Key for a User

Procedure

Update and Upload Agent Template

Before you begin

Procedure

User Profiles

Manage a User Profile

Procedure

General Settings

Module Settings

Access Rights

View the Details of a User Profile

Procedure

Edit a User Profile