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Cisco Webex Contact Center Setup and Administration Guide

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

Cisco Webex Contact Center Setup and Administration Guide

Chapter Title

Preface

Results

Updated:
June 16, 2022

Chapter: Preface

Preface

Change History

This table lists changes made to this guide. The most recent changes appear at the top.

Change

See

Date

Updated information for the Estimated Wait Time calculation details in the Get Queue Info topic.

Get Queue Info

June 2022

Removed Team Status and Status rows from description of General Settings in table.

Create a team

Edit a team

May 2022

This topic is updated.

 User Profiles

May 2022

Last Agent Routing is deprecated and can no longer be enabled.

Other Permissions

Create an Agent Profile

May 2022

Added details about unsupported Flow Activities in Flow Designer regarding Courtesy Callback, Blind Transfer, and Feedback.

 Activities in Call Handling

May 2022

Added information about a unique identifier for the dynamic widget title.

Navigation (Custom Pages)

April 2022

Added information about the new property that resets the tab order in a tab container.

Auxiliary Information Pane

April 2022

The following topics are updated by hiding all references to Social Channels and Assets.

Create a Queue and an Outdial Queue

Create an Entry Point

Create a Multimedia Profile

April 2022

Added information about Auto Answer prerequisites and functionality.

 Agent Profiles

April 2022

Added information about inactive users.

 Users

April 2022
Added information about inactive global variables

Global Variables

April 2022

Added information about skills-based routing types.

 Skills-based Routing Types

March 2022

Added a new property headerActions in the desktop layout JSON file.

headerActions

February 2022

Added information about skills-based contact selection.

Routing of Parked Contacts

February 2022

Added information about concurrent voice contact settings for the tenant.

Concurrent Voice Contact Settings

February 2022

Added a new property $I18N.<key> to localize components that are added in the Desktop Layout.

Localization

February 2022
Added information about DTMF input validation in IVR post-call survey. Validate DTMF Input Response in IVR Post-call Survey

February 2022

Added the following topics about global variables in Provisioning:

  • Global Variables

  • Create a Global Variable

  • Edit a Global Variable

  • Restore a Global Variable

Global Variables

Create a Global Variable

Edit a Global Variable

Restore a Global Variable

February 2022

Added information about E.164 number format support in:

  • Default dial number of agents

  • Phone number in address book

  • Callback number for call monitoring

View the Details of a User

Edit a User

Create an Address Book

Edit an Address Book

Monitor Calls

Create or Edit a Monitoring Schedule

January 2022

Added a new property stopNavigateOnAcceptTask in the desktop layout JSON file.

stopNavigateOnAcceptTask

December 2021

Added information about routing of parked contacts.

 Routing of Parked Contacts

November 2021

Added information about passing variables for custom prefills in post-call surveys.

 Feedback

November 2021

Added multiple language support for post-call surveys.

 Feedback

November 2021

Added information about enabling Virtual Agent to handle no user input.

Virtual Agent

November 2021

Added information about valid looping scenario in Play Message activity.

 Play Message

November 2021

The following topics are updated:

Create a team

Edit a team

 October 2021

The following topics are updated:

General Information

Dynamic Variables for Queues, Skills, and Call Priorities

Enable a Virtual Agent

JSON Layout Top-Level Properties

Navigation (Custom Pages)

September 2021

The following topics are updated:

New Digital Channels

Desktop Layout Overview

Collect Digits

Virtual Agent

Menu

Play Message

Screen Pop

July 2021

The following topics are updated:

Settings

Edit Entry Point Mappings

Delete Entry Point Mappings

Map an Entry Point

Preview Campaign Call

Header Widgets

JSON Layout Top-Level Properties

June 2021

The following topic is removed:

Social Channel

June 2021

The following topic is updated:

Navigation (Custom Pages)

April 2021

The following topics are updated:

Flow Chaining

JSON Layout Top-Level Properties

Header Widgets

Screen Pop

Sub-Layout

Transfer a Call to an Entry Point

March 2021

The following topics are updated:

Cisco Webex Experience Management Post Call Survey

Create a Flow

Feedback

Publish a Flow

Properties Pane

Map an Entry Point

Create a routing strategy

Navigation (Custom Pages)

February 2021

The following topics are updated:

Create an Outdial ANI

Delete Entry Point Mappings

Create a Queue and an Outdial Queue

View the Details of a Queue or an Outdial Queue

Edit a Queue or an Outdial Queue

Copy a Queue or an Outdial Queue

January 2021

Initial Release of Document

December 2020

The following topics are updated:

About Time Zones

Entry Points and Queues

Map an Entry Point

Create a Multimedia Profile

View the Details of a Multimedia Profile

Create a Site

Create a team

Threshold Rules

Entry Point Mappings

Desktop Layout

Flow Designer

Transfer an Outdial Call to a Queue

Stereo Recording

Opt Out When in Queue

Webex Calling Integration

Self Service

About this Guide

The Cisco Webex Contact Center Setup and Administration Guide describes how to use Management Portal for managing and monitoring calls, chats, and emails across a heterogeneous contact center environment.

Audience

This document is intended for users who use Cisco Webex Contact Center to run their contact centers.

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Conventions

This guide uses the following conventions.

Convention

Description

Boldface font

Text in a boldface font indicates commands, such as user entries, keys, buttons, and submenu names. For example:

  • Choose Edit > Find.

  • Click Finish.

Italic font

Text in an italic font indicates the following:

  • A new term. Example: A skill group is a collection of agents who share similar skills.

  • Emphasis. Example: Do not use the numerical naming convention.

  • An argument for which you must supply values.

    Example:

    IF (condition, true-value, false-value)

  • A book title. Example:

    See the Webex Contact Center Getting Started Guide.

Window font

Text in a Window font, such as Courier, indicates the following:

  • Text as it appears in code or information that the system displays. Example:

    <html><title>Cisco Systems,Inc. </title></html>

  • Filenames. Example: tserver.properties.

  • Directory paths. Example:

    C:\Program Files\Adobe

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