and end date (the date the strategy expires). Set to No if youre creating an exception to the default schedule, such as a holiday. drop-down list, and then click Upload If this occurs, either create a new strategy for the current time skill requirements were assigned to the calls in the routing strategy for the entry point that sends calls to this queue (see Assigning Skill Requirements to Incoming Calls). Authorized users assign an agent profile to one or more teams. You can use one of the following filters to select the source of the contacts: You can search a contact from the list by using the search field at the top of the page. defines how calls are handled. in the skill you select from the drop-down list. When choosing Announcements, select the default greeting, or upload a custom audio greeting from the drop-down list and then click Upload File. The specified Now with superior cloud calling platforms integrated tightly with collaboration and productivity suitesand with flexible PSTN connectivity availableit's the right time to migrate calling to the cloud. Assign a priority to as many queues as you want. Click in each of these fields and use the calendar controls to specify the start date (the date strategy becomes effective) To add the macro variables, place the cursor where you want the variable. your system and click Open. right or left to assign a value between 0 (lowest) and 10 (highest) that represents the required level of expertise in the future use or as a draft to continue with later. queue time specified for Group 2, the teams in Group 2 become available to handle the call, In addition, do the following (as described in Assigning Teams and Skill-Relaxation Settings to Groups): If the routing type is Load Balance, assign percentage spreads or capacities to each team in Group 1. After the system sends the specified number of calls to a particular You can use a Capacity Based team to represent a voicemail box The Call Distribution section displays a Group header for each Toggle to enable Call Intercept. A call control script defines how a call is handled when it arrives at an entry point or queue. Specifies a comma-separated list of CAD variables to be sent on the request. Choose an entry point or queue from the Select Entry Point/Queue drop-down list. Specifies whether the strategy repeats daily or only on specific days of the week. Define the multimedia profiles. In the Call Control section of the page, re-select the control script from the drop-down list, edit parameters if necessary, announcement message. If the import is unsuccessful, the page displays the number of errors. In the Call Control section of the page, re-select the control script from the drop-down list, edit parameters if necessary, considerably reduce the number of time calls wait in a queue. 5. Contains the status of the predefined chat response. Select the name of a CAD variable, then click + to add it to the list. The system disables the queues that have reached the limit and you cannot choose them. Assign the skill profiles to teams or agents. To assign skill requirements to incoming calls: Display the routing strategy page for the entry point to which you want to assign or modify skill requirements. This setting doesnt apply to Skills-Based routing strategies. Indicates whether the strategy is the default. a name, phone number, and callback time. Keep in mind that calls are directed to the overflow number after reaching the timeout value specified in the Maximum Time the call to the next available team. destination number provisioned for the queue. before teams in the next group become available to handle them or until skills are relaxed or removed as specified in the On the Routing Strategy page, click Deleted Strategies. Allow only national outgoing callsA user from the intercepted location will only be allowed to make national calls. See this article for details on how to set up alerts for devices in your organization. Repeat for each additional CAD variable. In the Call Flow Image dialog box, click Save to upload the image. ", Manage organization contacts in Control Hub. You can use the formatting tools to draft the email body. If this routing strategy is for a cross-ACD entry point, organize the queues that the entry point serves into one or more Under Phone Number Announcements, choose from the Click the Browse button in the Control Script File field and, in the dialog box that opens, navigate to the control script file in your system If theres no default strategy, the last strategy that the system used may continue as the current If the scheduled team capacity strategies for the site you want to view are not currently displayed, make a selection from Your enterprise can use agent-based teams or capacity-based teams or a mixture of both team types. You can configure call intercept at location level, user level, and workspace level. depends on the capacity number specified. For more information, see Skill Profiles. By default, only mono recording is enabled for all tenants. As a customer administrator, you can intercept incoming or outgoing calls. Optionally, upload the associated control script image file as follows: click the Browse button to the right of the Control You can implement queue reshuffling by working with Webex Contact Center Operations to assign scores to contacts through IVR data dips or via an external entity. that you are clear on what you want to do before changing a control script or control script parameters. to each contact in the queue based on various factors, such as the importance of the customer or the due time of a particular Not Active means the strategy will not become effective regardless of the specified start time and date. only one team can have a priority of 1 assigned to it). If you don't check this check box, the changes only apply to new calls. If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. Each entry point and queue is associated with one or more routing strategies, which control how calls get serviced at specified of those from Sales. In the following example, the Start block is connected to a Menu block that plays an audio file prompting the caller to enter and the callback request is marked as processed. In addition, be sure to create only one group for an outdial queue routing strategy. the system handles calls. To edit, you must log in to Control Hub. or queue. For more information on the parameters that display on the Routing Strategy page, see Routing strategy parameters. To save your settings to the routing strategy, click Save. No matching variable exists; thus no data will be stored for the variable. 2022 Cisco and/or its affiliates. Example, if the Play new number announcements are set to 1111 and the Transfer on '0' to this phone number to 2222, callers the Add Group button. For details about available settings and how to add, remove, and configure call control blocks see Creating Call Control Scripts and Call Control Block Descriptions. When it comes to device management, Control Hub is the single pane of glass for all cloud deployments and recently with our new Webex Edge for Devices it can handle some of the On Premises workload as well. For a description of each parameter, see Start Block. A strategy that is not flagged as default overrides a default strategy Choose Specific Days, and click on the icons representing weekdays if you want to schedule the strategy to run on specific days of the week. IMPORTANT: Webex App Hub is not supported for Webex for Government (FedRAMP). Fully customizable and ready to scale Our out-the-box readyyet fully customizableplatform allows extensive scale and performance. also include controls for specifying skill requirements for calls that arrive at the entry point, as described in Assigning Skill Requirements to Incoming Calls. For example, an outsourcer Webex Calling offers: Device control from Control Hub. Create an entry point routing strategy and select the flow that you created. Service-generated alerts for Dedicated Instance Alerts center in Control Hub is a central place to manage alerts for your Webex deployment. and is used as an exception to the default schedule. Enter the value to set on the CAD variable. If an agent with If the call is queued for longer than the length of the audio content, the audio file loops back and restarts from Alerts center in Control Hub is a central place to manage alerts for your Webex deployment. If appropriate, change the script's default parameters in the fields displayed. Login to Control Hub by accessing https://admin.webex.com. All of this can help keep data safe and meet regulatory needs. it becomes available. As a customer administrator, you can intercept incoming or outgoing calls. When a static load-balancing strategy includes both Agent Based and Capacity Based teams, the system doesn't distribute calls Although the examples in the following sections refer to phone contacts, the same 6. You can predefine the email template that agents use to communicate with customers. This is optional. minute for a valid strategy and as soon as it finds one, that strategy becomes the current strategy. Multimedia Profiles. For Outgoing Calls, choose from the following: Intercept all outgoing callsWhen the user attempts an outgoing call, they hear a message telling them their line is out of service. The Team Routing page appears, displaying a list of all queues belonging to the enterprise. Displays the date on which the strategy starts. Your access privileges determine what you see in the Mapping Details table. When the default strategy is the current strategy (that is, the strategy that is currently running), the system checks every Authorized users assign an agent profile to one or more teams. You can view or export a list that shows the name of each routing strategy that references a specified control script and Before you can assign a custom control script, it must be uploaded to the Portal (see Uploading a Custom Control Script). Webex. handling, Upload You must correct the errors before you can save Free. Call Flow Image dialog box. in the Control Script Name field if you want to. will not affect the recurring scheduled version of the strategy. The reshuffling engine associates a score To delete a skill requirement mapping, click If any settings conflict with an existing routing strategy, a message informs you. Administrators can manage how these alerts are delivered by choosing the delivery channel for them. With alerts center, you can view all important events and updates in one place. Learn more about how Cisco is using Inclusive Language. The call takes the True or False path depending be transferred to the new location." Navigate to Contact Center card. You cannot restore a deleted Chat Entry Point Routing Strategy, if a Routing Strategy is assigned to the Entry Point. To reset the parameter fields to the default values, click the Reset button beneath the parameter fields. Toggle the button to change the settings for the user. Click Save. EN . handles calls. Call Distribution (only applicable to queues). You can view or export a list showing the name of each routing strategy that references a specified media file along with You can only update or delete organization contacts that were created in Control Hub originally. The Start block signifies the beginning of a call flow. This is the default status. On the Overwrite Resource page, click Browse. Select the CAD variable containing the callback number, such as the ANI that came in with the call or a number collected in click Open. If this is a standard Webex Contact Center queue routing strategy, specify the maximum number of attempts the system makes to send a call to a team before it routes To do so, you must know exactly which From the drop-down list, select All Days to schedule the strategy for every day or Weekdays to schedule the strategy for Monday through Friday only. The overall process for implementing Web Callback involves the following tasks: Creating a Web page to capture the Web callback details and posting them to the Webex Contact Center Web Callback service. Skills Based: The system routes calls to agents based on skill requirements that are specified in the Call Distribution section of the have the lowest priority. Its important that youre clear on what you want to do before changing scripts or script parameters. Our guide will walk you through every step. Click the horizontal ellipsis button to the left of the listed strategy you want to delete and select Delete. Select a skill from the drop-down list and use the controls that are displayed to the right of the skill name to specify a Remember that the accuracy of call routing to Capacity Based teams Click Yes to confirm overwriting the audio file. Webex Contact Center Agent desktop Agent Desktop Requirements System Requirements Browser Requirements Collect Generic Information for all Webex Contact Center Issues Common Issues, Troubleshoot Steps and Data Collection for TAC Agent Desktop Looses Connectivity Agent Desktop APS (Agent Personal Statistics) not Load Data/Accurate Data By default, this field adopts the value provisioned for the queue. 100. Webex App Integration: The Webex Contact Center Agent Desktop is the agents' desktop cockpit for engaging in omnichannel customer interactions with customers, providing flexibility and widget options that can be added or deleted, allowing for multiple desktop layouts that can be applied on a team by team basis. You can now create and modify organization contacts using Control Hub. Once the rules are created, it will take maximum of 6 hours to start receiving the notifications. There are two categories of alerts: Threshold-based and Service Generated. This setting is available only if youre creating a new strategy or copying an existing one. and click Open. Click the Skill Relaxation tab at the top of the Add Call Distribution Group page and then click the Add Skill button. Select Not Active to save the strategy for future use or as a draft to continue working on later. You do not specify a percentage spread or number for any additional groups. . If you are creating a group for a skills based routing strategy, you can specify skill-relaxation settings for the second To upload or update the image file associated with a custom control script: The page displays the list of uploaded scripts and associated image files. If this is an email routing strategy, set this parameter to a value high enough to avoid overflow. If errors are found, they are listed in a message at the top of the page. Script Image field and, in the dialog box that opens, navigate to the image file in your system and click Open. When you select Skills Based as the routing type, two more settings appear for you to specify how to route a call when more a Collect Digits block in the call flow. skill. From the customer view in https://admin.webex.com, go to Workspaces and select the workspace that you want to edit. Enter a value in the text box and select the is or is NOT button to indicate whether the agent handling the call must have The new number is 1111. Skill-relaxation settings allow you to reduce or remove skill requirements assigned to a call in response to excessive customer Use the icon beside the rule to edit or delete the rule. Identifies the chat template used for the routing strategy. Click the horizontal ellipsis button to the left of a listed control script and select Excel or CSV. setting. The percentage spread total must equal 100 across all teams selected for Group 1. This . Click the Call Routing button on the menu bar, select the routing strategy to which the control script was previously assigned, Alternatively, Professional Services For example, an outsourcer Under Incoming Calls, choose Allow all incoming calls or Intercept all incoming calls. is optionally rescheduled based on the maximum callback attempts allowed and the retry attempt interval provisioned for your for a time interval that overlaps the default strategy. Group 1 because you cannot delete the first group. who doesnt answer, the system continues to try matching other available agents any number of times, without regard to this This way, the email contact with the earliest due time will be handled first. into groups. Click Export errors to CSV to download the error list. is used as an exception to the default schedule. Choose All Days if you want to schedule the strategy to run every day. Choose an entry point from the Select Entry Point drop-down list. strategy for future use or as a draft to continue working on later. The Menu block has the following parameters and outputs. Webex Contact Center; Webex Desk and Room Series; Webex Events (classic) Control Hub; Help by industry. For more information, A control script cannot be saved until This block has the following parameters and no outputs. contact routing options are available to other media types. Be sure to create only one group for an outdial queue routing strategy. Before modifying a team capacity strategy, be aware of the following: Although you cannot copy the current team capacity strategy, you can modify any of its settings except those that affect execution If . You can download the CSV template from Control Hub and add organization contacts. Click the Ellipsis button beside the resource name and click Edit. Update the credentials in the routing strategy and click Save. Only GIF and JPEG file formats are supported. Webex was able to rapidly transform the City of Buffalo's essential 311 call center to allow agents to work safely from home. From the Routing Strategy page, choose Resources > Audio Files. . strategy ends. For example, if there are two email contacts in queue and one For example, if the Play new number announcements is set to 1111 and the Transfer on '0' to this phone number to 2222, callers hear the message "The number youre trying to reach is out of service. If you are creating a group for a priority-based strategy, assign a priority to each team in each group by making selections template as per your requirement. Priority BasedIncoming calls get distributed to agent teams based on a From the Routing Strategy page, choose Resources > Predefined Chat Responses. Shows that the name of the Chat Template used. From the customer view in https://admin.webex.com, go to Services > Calling > Locations. Webex Contact Center supports uploading .wav audio files with the following specifications: Mono Recording (for combined, caller, or agent recording), Stereo Recording (for combined recording). You can use the macro to add variables for Customer Name or Agent Name to the email. strategy (based on active call conditions). Press 0 now if you wish to Only Group 2 and subsequent groups require a queue time. Specifies a comma-separated list of CAD variables to be returned from the external source. With call intercept, you can disconnect a location's or user's or workspace's phone lines and play a detailed announcement for callers and provide alternate routing options. call to another entry point or queue. Control Hub (Admin Portal) Small business account management (paid user) Support; English. The name you enter will be displayed in the Control Script drop-down list for selection when users create or edit a routing In the Capacity column, specify the capacity for each team of up to 10,000. In the following example, a connection is missing for the Menu blocks Timeout output. Skill requirements specified for the default path will be used for any path that doesnt have skill requirements assigned Click Delete in the Delete Contacts dialog box . Adding Cisco PSTN for Webex Contact Center via Webex Control Hub. 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