privileges for the contact center service can perform all activities that a partner full administrator can perform. The customer is responsible for CUBE setup and firewall sizing. enterprises manage concurrent licensing costs. Get access token of specific tenant ID with Add-in certificate as a credential (in admin authorization mode). voice network, including PSTN carrier interconnects, for the meeting. Salesforce AppExchange. telephony that includes local number access to Webex Contact Center, PSTN termination of the call to agents, and toll-free For more information, see Summary Report, Agent Stats - Historic report, and Agent Stats By State - Historic report in the Cisco Webex Contact Center 1.0 Agent Desktop User Guide. organizations from data loss while using Email and Chat channels. Cisco Webex Contact Center also offers Equinix Fabric connections for customers who have colocations with Equinix. An individual authorizes permission for Webex (if admin doesnt authorize) and connects their Microsoft account with their Webex account. Equinix Fabric connections offer port redundancy, faster virtual connection ordering, and provisioning. real-time call monitoring, Supervisors can also train the agents to handle difficult situations. provisioning a new or an update order. GET API provides Agent and Customer records (Activity & Session) respectively based on the last modified timestamp provided Webex Contact Center. The Webex add-in service receives Microsoft Calendar notifications and syncs data with Webex. Under the Admin Credentials section, input the Tenant URL, and Secret Token of your Cisco Webex account. Join through a prompt for VTC conference ID. Network diagrams are completed by the customer and submitted to the Voice team, Delete a subscription when user signs out or exceeds expiry time. For more information, see Change Date Format of the Interval Field in the Cisco Webex Contact Center 1.0 Analyzer User Guide. Increased load on firewall that could impact voice quality. VPOP is available for tenant connection by region: South America: So Paulo and Rio de Janeiro. The stereo file provides the The security requirements from the customers IT department can stipulate to is based on interesting traffic without the involvement of a logical 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. Gold tenants are the partner tenants to demo the product. The Webex Contact Center platform is now integrated with Control Hub. Administrators can enable or disable the outdial feature for agents directly from the Webex Contact Center in the SIP application layer. The need for a Gold To identify if current user's email address from client belongs to the authorized organization. The user experience on Control Hub for creating and editing Chat and Virtual Agent templates has been enhanced to support On the Webex Administration page, perform the following steps: Select SAML 2.0 as Federation Protocol. data. If the administrator selects the Hide Inactive Users check box, inactive users in the tenant will not be displayed. Tenant to be a proof of concept for the provider's intended production deployment. Web conferencing, online meeting, cloud calling and equipment. the connector using the Fetch variable block can be extracted from the JSON path and stored in CAD variables. The default date format for the Interval field in the Analyzer reports is mm/dd/yyyy. The site administrator authorizes Webex to access Microsoft 365 administrator tenant data from Cisco Webex Site Administration or Control Hub (optional). impact call quality and call processing. If the country of operation that is selected when provisioning the tenant maps to any other Data Center, then the partner However, there is a performance hit for using SRTP/SIP TLS. 29 March 2021. on tolled numbers at the time when Max Concurrent Toll-Free Calls was observed. 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. The CUBE itself is a firewall, and most For instructions to provision your tenant, see the administration and user guides at: https://www.cisco.com/c/en/us/support/customer-collaboration/webex-contact-center/products-installation-and-configuration-guides-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/webex-contact-center/products-user-guide-list.html. complexities of dealing with NAT. These reports are displayed as cards in the Contact Center Overview - Real-time Dashboard in the Analyzer, and also in the New here? We integrated Webex Contact Center with Webex Control Hub to provide faster and simpler customer onboarding with a centralized trunk for each CUBE that you deploy. Agents can use any of their telephony solutions such as home phone, mobile phone, and office Administrators can create standard chat responses that the agents can use in their interaction with customers. The following options are available for VPN Connectivity: Webex Contact Center (IPSec or IPSec over GRE tunnel and Webex Contact Center S2S experience for tabular reports. Firewalls must be sized appropriately Cisco PSTN add-on for Webex Contact Center can now be configured for customer organizations via the Control Hub as part of We are changing the way you share Knowledge Articles - Click to read more! Webex Contact Center Support in APJC and LATAM Regions. A new secured HTTP connector is now available to connect to external CRM or databases using REST interface. To learn what's new in Cisco Webex Contact Center, click here. A VPN might text format can be configured. The Cisco Webex Contact Center VPOP Circuit Order Guidelines document will be provided to the customer directly during the onboarding process, if the customer opts for a private connection. Experience out-of-the-box single sign-on for all For security that is 100% secure, the owner of the device may require the BitLocker keys for recovery. Attachments are always dropped Supervisors can view the list of agents who are currently signed in to the Agent Desktop, using a new dashboard Agent State Data Realtime in the Management Portal. We increased the capacity for Webex Contact Center and it can now scale up to 1,000 agents per tenant. medium/large providers place their CUBE in a public IP and use its security services. Get user's proxy address (in individual authorization mode). of the usage of PSTN Toll Inbound SKU. The new reports enable users to gain information about contacts that are waiting in queue, and the availability of agents You can now integrate Webex Contact Center with Salesforce Lightning. After you provision the tenant and configure the Webex Contact Center CUBE, you receive an email that the tenant is ready The breakup shows the composition of the calls connected to Agent, IVR, and Queue when the maximum Webex Contact Center back end registers Subscription Cancel, Suspend, Resume, Expire, Renew events from CCW for accurate tracking to either Redact or Drop the content that is in the email subject line or email/chat body. while creating a copy of the visualization. Admin Portal. When a threshold is breached, an alert is sent to the Analyzer user interface for the authorized user to view and acknowledge. Placing a CUBE on a private IP address behind a NAT firewall is another deployment A S2S connection can be deployed if the customer needs a secure connection or The dashboard provides supervisors the ability to sign out agents who are not handling any active When you authorize Webex for an individual Microsoft 365 account, we request the following permissions: Maintain access to data you have given it access to. This role can be assigned to external administrators This is the drop (Figure 6). A Using SRTP/SIP TLS is another option when the CUBE is on a public IP address. organization that is based in the U.S. can onboard and administer a customer organization that is created in the U.K. Webex Contact Center has added features that are required for PCI compliance in the contact center service to protect customer using the unified service setup flow that the Control Hub platform provides. Firewall capacity is another factor https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/Voiceonboarding2/wcc-voice-onboarding-2-book/wcc_b__voiceonboarding_cube . The customers CUBE or SBC should be placed on a public IP. When you authorize Webex with a tenant administrator account to access Webex account information in your Microsoft 365 tenant, we request permissions to access user data. Hub: If the country of operation that is selected when provisioning the tenant maps to the United States Data Center, the partner The data can Cisco Webex Contact Center Voice Onboarding Guide, View with Adobe Reader on a variety of devices. cannot place the CUBE in a public IP. to show the composition of the calls connected to the Agent, IVR system, and Queue. Additionally, a breakup of maximum concurrent Make sure that you select Get step-by-step instructions for scheduling your own Webex meetings, real-time group messaging, and more. As a Cisco Champion, you'll: Get early insights into new Cisco products and solutions Receive access to Cisco's engineering rock stars . After you set up the bubble, you can transfer files, escalate Read and write access to create, update, and delete calendars associated with Webex Meetings. and the Management Portal, in the browser cache. Enhancements to Chat and Virtual Agent Template Creation. Webex Contact Center is now available in Europe and UK data centers. option. You can now use Webex Contact Center Reporting and Analytics to view the activities of your agents during their logged-in A new version of the Salesforce Desktop Connector with highly simplified installation and configuration is now available in The Drill Down functionality is not available for reports that are accessed through browser links. them in other tenants. Webex Contact Center stores the filters that are set in each tab of the Agent Performance Statistics (APS) in the Agent Desktop The Salesforce Desktop Connector currently supports Lightning and Classic versions of the Salesforce The bandwidth requirements for a direct connect is based on the G.711 codec (~100kbps per call leg), which allows for two New Refreshed Webex Contact Center Reporting and Analytics. Sign in to the Azure portal and select Enterprise Applications, select All applications, then select Cisco Webex. 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. The Threshold feature allows authorized users to create threshold rules in the Management Portal to monitor agent and call These However, the changed column with feature restrictions. Create subscription for a specific user to listen and receive change notifications when calendar resource is changed in Microsoft Graph. The following license usage reports are enhanced to utilize the ability to classify toll and toll-free numbers: The private IP address is used within the SIP A VPN is another type of connection that uses public internet. This enables agents to initiate outdial directly Tabular reports in the Analyzer are enhanced to display the number of contacts that are handled, in the whole number format. provisioning meeting with Voice Engineering is required for VPN connections. with the European data residency standards and laws. management experience. and administrators in the customer organization. Gold Tenant customers will not be monitored. See Data Locality in Cisco Webex Contact Center. Ensure that you have the Gold partner tenant and access to the Service Allows Webex to identify users over time and access basic information. Prior to this enhancement, if a customer had purchased the Bundle 2: Inbound toll-free number access option with the Cisco PSTN for Contact Center add-on, it was required that the customer configures all inbound numbers as This offer is available in the US and Canada. The Analyzer UI now enables users to define column summary for the top-level row segment group in a report. Customization of date format was available for profile variables only, previously. An individual authorizes permission for Webex (if admin doesn't authorize) and connects their Microsoft account with their Webex account. Your data resides locally and the data stored is compliant with the European A new data center is now available in Australia. data residency standards and laws. This feature helps With the look and There is no change to the features provided by the templates. GET /{version}/users/{user}/events/{id}/instances. Set the Provisioning Mode to Automatic. Instance. The changed column width remains the same even if the user refreshes the browser or logs out and A user adds a Webex meeting to a Microsoft Calendar event, updates the time or topic, or copies an event to another date and time. License Usage Report - Webex Contact Center PSTN: This report provides the daily observed maximum concurrent voice-enabled agent sessions on Agent Desktop. In the applications list, select Cisco Webex. The proof of concept Gold Tenant often exceeds using open internet access for a SIP It's the year YOU apply to become a Cisco Champion. The following are the feature restrictions when a partner provisions a tenant for the partners own organization using Control team and the customer engineers has to be conducted. This is indicative Calling, meetings, messaging, and events in the cloud for teams of all sizes. If the customer if PCI data is detected. The site administrator authorizes Webex to access Microsoft 365 administrator tenant data from Cisco Webex Site Administration or Control Hub (optional). Define Column Summary for Top-level Row Segment Group in Analyzer Reports. The customers are charged for usage at a flat rate per agent license. Go to Common Site Settings and navigate to SSO Configuration. Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Provider Portal. The field provides an indication of the geolocation of the customer tenant. matching the search string. This is also the case when you make changes to your systems hardware software, firmware or firmware that BitLocker finds an untrustworthy attempt or attack. same browser. External administrators with the read-only role benefits of a simplified topology are ease of management and troubleshooting. We automated the onboarding and provisioning of tenants in Cisco Commerce Workspace orders and trials Access Control Improvements for APS Reports on Agent Desktop. configured border controller. Enables People Insights for Webex Meetings and Webex users. and Webex Contact Center. ongoing chats, and download transcripts. within the Salesforce application. Caching the filters in each tab saves the time taken by agents to set filters Video Conferencing, Cloud Calling & Screen Sharing | Webex by Cisco Get the Discount One app for everything. Cisco Webex Video Meeting Invitation Join meeting directly. Provision Voice for Cisco Webex Contact Center, Enterprise CUBE to Webex Contact Center Configuration Example, Secure SIP Trunk Between CUBE and Webex Contact Center. This feature provides an enhanced data viewing Webex subscribes to calendar changes from Microsoft. The dashboard terminate in Webex Contact Center router/GW (gateway) and not in Webex Contact Center CUBEs. The Analyzer UI provides administrators the option to import and export reports as individual files or as multiple files in screen. Our initial release coming this summer, will enable you to perform key tasks, including: Authentication: Retrieve tokens needed to call other API's A breakup of the Max Concurrent Toll-Free Calls is provided, to show the composition of the calls connected to the Agent, All rights reserved. should not have any existing customer tenants provisioned in that Data Center. The Analyzer UI is improved to remove blank rows in grouped reports. The user can reset the column width to the default size by clearing Webex Contact New Webex Meetings APIs Are on the Way Heads up: Soon you'll be able to easily add powerful Cisco Webex Meetings capabilities to any or all of your apps or services using new modern RESTful APIs. available: Self-signed certificates are generated and exchanged between the customer A new dashboard called Contact Center Overview allows administrators and supervisors to view reports for both real-time and framework. See Set Up Salesforce for Cisco Webex Contact Center. Standard agents and premium agents who do not have access to the Analyzer to view and run dashboards and reports can access to large-size contact centers in the cloud. for the specific user ID. New Webex Contact Center customers who select Canada as the Country of Operation in the Contact Center tab of the Setup Wizard during provisioning will have tenants created in the new Canadian Data Center. Customers Also Viewed These Support Documents. Allows People Insights to populate meeting participants' profiles in Webex Meetings and users' People Insights profiles in Webex from the directory. Relationship Manager (CRM). For more information about the reports, see Contact Center Overview - Real-Time Dashboard in the Cisco Webex Contact Center 1.0 Analyzer User Guide. Identifies users and their email addresses so we can match users Webex accounts in the Cisco Webex Meetings bot and tab integration in Microsoft Teams. the agent receives any customer contact, Salesforce fetches the customer's records and automatically displays them on the SBC connection (Figure 2) with VPN tunnels. If the recommended topologies do not meet all the requirements of the customer's For example, a partner How is this permission used for Webex Meetings? Two new real-time stock reports are introduced in the AnalyzerContacts in Queue and Agents Available. The HTTP connector uses OAuth 2.0 authorization framework with JSON Web Tokens (JWT) for authentication to interconnect with toll-free. interface. Inbound and Outbound interactions directly from Salesforce. The following languages are supported: Bulgarian, Catalan, Chinese (China), Chinese (Taiwan), Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, For example, Webex will call Microsoft APIs to retrieve information such as calendar invites whenever a user is viewing their calendar. For more information, see Access Reports and Dashboards through Browser Links in the Cisco Webex Contact Center 1.0 Analyzer User Guide. We recommend using We can support midsize CUBE as your SIP Trunk Type. network, a design meeting must be scheduled with the Cisco Voice Engineering team from Salesforce. A new service specific administrator role is introduced for Webex Contact Center. Enhanced Search: Search is enhanced to recursively search across all folders to provide a view of all folder names, reports or dashboards Payment Card Industry Data Security Standard (PCI DSS) Version 3.2.1 Attestation of Compliance (AOC) is now available for Webex Contact Center Platform Details: The value 1.0 displayed in this field confirms that the tenant is hosted on the Cisco Webex Contact Center 1.0 platform. This is also the case when you make changes to your systems hardware software, firmware or firmware that BitLocker finds an untrustworthy attempt or attack. Supervisors in Webex Contact Center can now monitor the calls of their agents and help them solve customer requests. The customer has to provide a detailed network diagram of the customer's Microsoft 365 Permissions Requested by Webex, Small business account management (paid user), Cisco Webex Meetings Integration with Microsoft Teams, Deploy and Configure the Cisco Webex Scheduler for Microsoft 365. The partner should first provision the tenant Equinix connection, rather than using other private connection methods. on the tenant. Get proxy email address for a specific user. messages, which causes call processing failures. Not a recommended topology due to impact on SLAs. Cisco will not host any customer equipment. Maintaining the access is necessary. The report additionally provides the daily observed maximum concurrent voice calls VPNs are often Localization: The Agent Desktop user interface supports localization in 27 languages. Even though this may not cause issues in the network layer, it may result in issues Cloud Tenant Management with Webex Control Hub. Access Reports and Dashboards through Browser Links. An IPSec VPN or IPSec over GRE is a good option for a secure SIP Trunk when the CUBE is on a public IP. In order to establish a SIP TLS This option has a few known drawbacks. Microsoft 365 add-in to schedule a meeting, Webex app scheduling/list meeting, Microsoft Teams integration, and Calendar Services scheduling (@webex). When Using Service Specific Administrator Role for Webex Contact Center. The initial walkthrough assumes that a new partner is creating both Webex Control Hub and Webex Contact Center Gold Tenant. Renew subscription for a specific user by extending their expiry time. Historical License Usage Report - Webex Contact Center PSTN: This report provides a monthly view of the same data as described in License Usage Report - Webex Contact Center PSTN. 2022 Cisco and/or its affiliates. I am a Customer option in the Order Setup Wizard in Control Hub. You can track the time that they spent in each state. Customers get a combined bill for Contact Center recommended standard deployment model. have the voice application behind a firewall. At the end of the chat, you can also collect the customer feedback to improve your width was not retained previously when the reports were refreshed, making it necessary for users to resize the columns again. Partner and customer organizations on Control Hub are no longer required to be in the same geography. The APJC and LATAM regions will be supported by new pairs of geo-redundant voice points of presence Provision Your Tenant Webex Contact Center Regions Before You Configure Ensure that you have the Gold partner tenant and access to the Service Provider Portal. Webex Contact Center supports the following types of connectivity: IOS Version for CUBE/vCUBE should support TLS 1.2. Your data resides locally and the data stored is compliant Created by Amilee San Juan on 01-26-2022 05:49 PM. In the Webex Teams Authorization dialog, check the checkbox to verify you meet the prerequisite, then click Next. a folder. It also gives When the users run the visualization, the selected filters appear at the top-right audio streams of the agent and the other participant (the caller or called party) as two separate audio channels within a the Cisco Webex Contact Center VPOP Circuit Order Guidelines document. certain platform upgrades. a better viewing experience. This is a SBC to SBC connection. Use these resources to familiarize yourself with the community: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Webex Contact Center Enterprise is a multi-instance solution that also benefits from the underlying features in the multi-tenant Webex Platform for Contact Center. Retrieve the Microsoft UPN to maintain user mapping in Webex. This makes us the only Cisco ecosystem partner to offer a flagship Cloud Attendant Console with Advanced Queueing and Auto Attendant services fully compatible with UCM, HCS, and Webex Calling, both multi-tenant and dedicated (former UCM Cloud). 10. With this architecture, video devices place calls to specific SIP URIs hosted by Cisco Webex. Gold tenants are the partner tenants to demo the product. 0. Does the WSA do Webex tenant restriction with HTTP Header Rewrite or something else? This feature enables a partner to onboard a Webex Contact Center tenant for the partners own organization by selecting the IP subnets are 10.x.248.x and 10.x.249.x. Users can choose the filters to be displayed, while creating or editing a visualization, or (Answer/Hang-up, Hold/Resume, Consult/Transfer/Conference, Pause/Resume Recording and Wrap-Up, etc.) - Co-created the multi-tenant data architecture hosted on AWS . should onboard the tenant to the Default Platform only. For billing, Webex Contact Center considered all dialed numbers as toll-free. the Salesforce screen. NAT. continues to use the settings in the user profile. regulating memory usage for the application. Outbound Calling - Click to Call: Click to Call is enabled for all the phone number fields in Salesforce. For security that is 100% secure, the owner of the device may require the BitLocker keys for recovery. Enter 1152072327.gm@m.webex.com on a Cisco Webex Room or other video (SIP/VTC) endpoint. Webex Contact Center for Salesforce has an automatic call activity log for better customer interaction in the Customer In the LATAM region, Webex Contact The above diagram shows the site admin and individual authorization scenarios for Webex Meetings from Microsoft 365. In addition, you can configure threshold rules to send alerts to one or more email addresses. PATCH /{version}/subscriptions/{subscriptionId}. In the DLP subsection, click Authorize New Tenant to add a Webex Teams tenant to your Umbrella environment. And everyone. The Analyzer UI offers filtering capabilities while executing a report in the run mode. Enter the name of your tenant, then click Next. Sign in to Cisco Webex Meetings with your administrator credentials. session. Obtain a destination address for your SIP Trunk. For more information, see Customize Report Summary in Cisco Webex Contact Center 1.0 Analyzer User Guide. This process is shown for setting up your GOLD tenant using Webex Calling. For GRE connections, Trunk and would require one of the previously discussed connection types. Salesforce Desktop Connector Version 1.15. logs back in to Webex Contact Center using the same browser. If Email or Chat content has cardholder data, then you can configure Click Next to complete the integration. This is applicable to the following columns: The reports displayed the data in the decimal format previously. The filters via the customer's Cisco account team for a special approval process. This provides With the new enhancement, the Analyzer allows users to choose different date formats for the Interval field, similar to other fields in the reports. When you add an authorization for Webex to a Microsoft tenant, we request the following permissions: The following table describes each permission and why it's required. The user can add This functionality enables administrators and partner administrators to export custom reports on a tenant and import Two new reports are introduced for license tracking for customers using Cisco PSTN add-on for Webex Contact Center. Webex Contact Center will be supported in Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, and Vietnam Center billing will be computed based on call volumes on all toll-free numbers. Key benefits of the Webex Contact Center portfolio include: Cisco owned, managed, and operated data centers and cloud infrastructure the browser cache, if required. by adding proactive prompts, branding, and customized bots. With this enhancement, Webex Contact Center can classify each number added to the tenant as toll or toll-free. Webex subscribes to calendar changes from Microsoft. The proof of concept Gold Tenant often exceeds using open internet access for a SIP Trunk and would require one of the previously discussed connection types. Large enterprise providers often prefer a direct connection, because it provides a dedicated and secure circuit. Cisco Webex Contact Center 1.0 Voice Onboarding Guide, View with Adobe Reader on a variety of devices. A CUBE device can Use of predefined As of 31 August 2020, Webex Contact Center has successfully completed the PCI DSS Version 3.2.1 audit Learn more about how Cisco is using Inclusive Language. For more information, see the Cisco Unified Border Element Configuration Guide in https://www.cisco.com/c/en/us/support/unified-communications/unified-border-element/products-installation-and-configuration-guides-list.html. and telecom by Cisco. The Stereo Recording feature replaces the combined mono output file with a stereo output file. Webex Contact Center introduced a Cisco-provided, flat-rate PSTN calling offer for contact center. We refreshed the Agent Desktop to create a more positive agent experience and reduce the agent fatigue. then be used for customizing IVR scripts, selecting queues, or for providing useful information on Agent Desktop. Auto Login of Agents into the Telephone Platform: Single Sign-On to Salesforce and Webex Contact Center is now enabled. Supervisory Capability to Sign Out Agents. The need for a Gold Tenant often exists with larger providers; however, the provider requires the Gold Tenant to be a proof of concept for the provider's intended production deployment. service. A meeting with the Cisco Voice Engineering team and the customer is The agents will not be disconnected any longer due to Chrome over-the-top topology of placing the CUBE in a public IP space. The call recording link will be stored along with the call activity record, which enables playing the recording directly from Enter gm@m.webex.com and then the VTC conference ID 1152072327 followed by # This feature is enabled for this release only on request, to ensure compliance the dashboards and reports using browser links. Support for Google Chrome: The Agent Desktop supports Google Chrome V88.0.4324 or higher. The Users page in the Provisioning module in the Management Portal provides a Hide Inactive Users check box to filter out inactive users. single recording. The documentation set for this product strives to use bias-free language. To learn what's new in Cisco Customer Journey Platform (R10), click here. has details about Webex Contact Center metrics and KPIs. Under Platforms, click Webex Teams. your tenant. Contacts in Queue and Agents Available Reports. (POPs) centers in Singapore and Brazil, ensuring voice quality for regional calls. Configure the enterprise session border controller. All rights reserved. report generation experience. This is the sign you have been waiting for. Make sure that the information you provide matches your order, and is accurate. Salesforce. on Webex Contact Center Data Centers, see the article Data Locality in Cisco Webex Contact Center. As the next step, a follow-up design meeting with the Webex Contact Center Voice Engineering tenant configuration data, call data records, call recordings, and reporting data will reside in the new Canadian Data Center. tenant. formulasAverage, Count, Minimum, Maximum, Sum, and Custom for each column. required for approval of this type of deployment. Cisco uses the provisioning information that you provide to configure the Webex Contact Center session border controller for This report can access Find answers to your questions by entering keywords or phrases in the Search bar above. If you are using the VPOP bridge option then the prerequisite would be that your CUBE has already been configured and tested. are also available from Get access token of a specific user with refresh token (in admin authorization mode). an indication of seasonality in PSTN license consumption. corner of the visualization page. The offer provides base historical data in Webex Contact Center Management Portal. Learn more about how Cisco is using Inclusive Language. As this is the most simplistic approach, it is also the least flexible. Data for the last 36 months is available. Support for provisioning administrators is also enabled in this release. Customer administrators can decide to restrict attachments A direct connection is the most expensive. handle one-third of the SIP sessions if you have secured the calls using either access on Control Hub. Our Imagicle Attendant Console successfully passed Cisco's technical review for Webex Calling, giving the integration official General Availability.. to be considered for this type of deployment. responses reduces the response time, and thus increases productivity of the agent. Configure the enterprise session border controller. CA: Customer needs to share the root certificate which will be loaded Data access APIs used by control scripts for the Business Rules Engine (BRE) are now secured using the OAuth authorization Sign Up, It's Free Contact Sales Working better, together. Install Cisco Webex or Cisco Spark on any devices of your choice. A License Tracking Reports for Bundled PSTN Offer. See Data Locality in Cisco Webex Contact Center. needs a direct connection, the customer can be provided with the Cisco Webex Contact Center VPOP Circuit Order Guidelines document as the initial step. Webex applications, for both the Partners and Customers. GET /{version}/subscriptions/{subscriptionId}. For more information on Equinix Fabric, see: https://www.equinix.com/interconnection-services/equinix-fabric/provider-availability. Contact Center SBCs. The partner should not select the Exception Platform. and received the Attestation of Compliance from the certification authority Foresite. The list below provides information on the source file and URL for some of the APIs used by the Webex Scheduler. availability in Mexico. What information does this give Webex access to? for the partner's own use, and can then start onboarding customer tenants. Irrespective of whether the customer chooses MPLS, P2P, VPLS, or SD-WAN, the topology will look similar and all circuits will recommended: PSTN Provider terminating the circuit directly to Webex Contact Center VPOP. - Created Quality Gold's first e-commerce website QGold.com Partner administrators who have provisioning administrator Allows scheduling from Microsoft Teams and add, update, and remove corresponding calendar entries. source of truth for all Webex Contact Center metrics and provides Standard, Historical, and Real-Time reports. The Usage Report feature provides the agent license usage details for each day of the month for a given site. There are no subnets specifically designated for S2S VPN connections as routing 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. duration. Summary tab of the Agent Performance Statistics page in the Agent Desktop. The documentation set for this product strives to use bias-free language. for use. We strongly recommend a direct SIP Trunk for Gold Tenant customers. access to Webex Contact Center. Data displayed in the Agent Performance Statistics (APS) reports on the Agent Desktop is now based on the Queue and Team access 2022 Cisco and/or its affiliates. Connectivity) to use UDP/5060 instead of TCP/5060. Placing the CUBE in a DMZ alleviates the It also supports basic authentication mechanism using username and password. Support for Salesforce Lightning Integration. Allows Microsoft Teams integration to populate look-ahead of invitee emails when scheduling a Webex meeting. view of 12 consecutive months' data is available at any point in time. Email alerts of HTML or plain The The following Center will be supported in Brazil, Argentina, Chile, Colombia, Peru, Ecuador, Paraguay, and Uruguay, in addition to the current also be required if the customer cannot place the CUBE in a public IP space. Cisco Champion 2022 now accepting applications. Customer needs to update the DNS to include the IPs of the Webex Webex Contact Center Platform Details: The value 1.0 displayed in this field confirms that the tenant is hosted on the Cisco Webex Contact Center 1.0 platform. Required for the People Insights feature and Microsoft Teams integration. Earlier, the APS reports were based on the settings in the user profile. Configure a SIP data from the past thirty-six months and can display data for a consecutive twelve-month period. for Gold tenants. Experience out-of-the-box single sign-on for all Webex applications . Reporting and Analytics is the single Obtain a destination address for your SIP Trunk. voice calls is provided. This data is indicative Webex Contact Center billing will be computed based on call volumes on all toll-free numbers. as an input. and dial-peers are created. This section enables administrators and support engineers to quickly identify the platform-level configurations Analyzer users can change the column width in tabular reports dynamically when running reports. The common Cisco Webex services provide administration, calling infrastructure, interactive voice response systems, and lobbies. the call log to the call activity record. reports are available in Analyzer, in the Stock Reports > Historical > License Usage Report folder. Private IP address schemes must also be considered to avoid any overlap between customers. With this enhancement, Webex Contact Center can classify each number added to the tenant as toll or toll-free. This topology is not recommended due to the complexities of dealing with SIP and into the Webex Contact Center SBC. Webex Contact Center Reporting and Analytics has a new interface that's simple to use. Tenant often exists with larger providers; however, the provider requires the Gold With the new enhancement, Webex Contact Center stores the changed column width in the browser cache of the user's computer, Supervisory Capability to Sign Out Agents . Administrators and supervisors can log in to the Management Portal to view a dashboard with Callback details for a certain A breakup of Concurrent Tolled Calls is provided The filter changes made by a user are stored in the browser cache of the user's computer for the specific user ID. https://akamsrecoverykeyfaq.com/. Find out more information about each permission that we request and why it's required. can access all Webex Contact Center administrative interfaces in the read-only mode. was observed. needed when a customer requires a secure connection for SIP and RTP. Cisco Webex media clusters located around the world provide transcoding, protocol translations, and the Teams Bot roles. in the APJC region, in addition to the current availability in Australia and New Zealand. A new Service Details section is introduced in the Contact Center Settings tab in Control Hub. The following license usage reports are enhanced to utilize the ability to classify toll and toll-free numbers: License Usage Report: This report is enhanced to provide customers a metrics of the daily observed Max Concurrent Toll-Free Calls. DID. that are applicable to the customer organization. This is a gateway to gateway connection. capabilities. The organization's Subscription orders can now be provisioned automatically a summary of maximum usage for each month. Support for external read-only administrators is available with this release. connection, it is necessary to exchange certificates. to handle VoIP traffic; the firewall may otherwise become a bottleneck and can Full agent state (Login, Idle/Available, etc.) You can use Webex Contact Center for Salesforce to make It supports the following features: Unified Agent Interface with Agent and Call Controls Embedded in the Salesforce Application: The Webex Contact Center Agent Desktop application is embedded in the Salesforce CTI Panel allowing agents to manage both This feature helps comply with the content security policy framework that browsers enforce. Cisco Webex cloud solution offers various services: 1) Webex Meetings // most common option-used for Meetings-offers great interop // with SIP/H323/S4B/Lync Video systems 2) Webex Trainings // s pecial Webex edition for trainings 3) Webex Events // special Webex edition for events 4) Webex Support // special Webex edition for support This enables voice analytics better than in a mono file, where the audio is mixed into a single stream. Provision Voice for Cisco Webex Contact Center, Enterprise CUBE to Webex Contact Center Configuration Example, Secure SIP Trunk Between CUBE and Webex Contact Center, https://www.cisco.com/c/en/us/support/unified-communications/unified-border-element/products-installation-and-configuration-guides-list.html. and receive calls, play customer call recordings, and generate Webex Contact Center reports on the Salesforce interface. Configure a SIP trunk that connects your customer's IP address to the For more information If a customer decides to use a private connection, it will be necessary to order data center cross connects as described in that the user sets remain the same even if the user refreshes the browser or logs back in to Webex Contact Center using the and Turkish. This is our settings in the Agent Viewable Statistics tab of the agent profile. call legs per session. TLS or SRTP. This helps you to manage your agents efficiently. What's New in Cisco Webex Contact Center 1.0, Small business account management (paid user), Set Up Salesforce for Cisco Webex Contact Center. the report. For more information, see Change Report Column Width in the Cisco Webex Contact Center 1.0 Analyzer User Guide. This feature provides an enhanced Select the Provisioning tab. The service specific administrator role enables restricted administrative Historical License Usage Report: Using this report, customers can view the Max Concurrent Toll-Free Calls for the previous months. Trusted by 95% of Fortune 500 companies. in specific teams, without the overhead of having to look for the information in tabular reports. Screen Pop Based on Incoming Call Parameters: This feature pops up the relevant customer record within Salesforce based on incoming call parameters. An administrator with this role can manage contact center licenses and administer the contact center Click on Import SAML Metadata link to upload the metadata file, which you have downloaded from Azure portal. The customer will be responsible for the cost incurred, and for getting the customer's circuit to the designated - Cisco WebEx Control Hub Guild Champion for April 2021 . Data fetched by The Analyzer user interface is enhanced with the following features to improve user experience: Renaming of Modules: You can edit and rename modules that were already added in Analyzer reports. Read calendar events associated with Webex Meetings, as well as the event properties, like time, attendees, subject, and Webex meeting options. Read and write calendars in all mailboxes. every time they change tabs, thereby providing them a better user experience. This reduces the blank area in the reports and provides This enhancement is not applicable for the Threshold Alerts section. IVR system, and Queue when the maximum was observed. DELETE /{version}/subscriptions/{subscriptionId}. This enhancement is applicable for the Agent Desktop and Management Portal, but not for the Analyzer reports. Cisco Webex is the leading enterprise solution for video conferencing, webinars, and screen sharing. The Service Details section provides the following information: Webex Contact Center Country of Operation: This field displays the country of operation that was selected in the Setup Wizard when the contact center tenant was provisioned. Additionally, the report also provides the concurrent call volumes observed If your app doesn't explicitly request this scope, it won't receive refresh tokens. of current subscription state. This is an SBC to Automatically included permission required for the Webex Meetings integration to function properly. Public CA the following steps need to be completed to support Public The Analyzer access control Allows Webex to access users information in Microsoft without asking for the same permission each time a user performs an action with Webex Meetings integration in Microsoft. Get occurrence/exception instances by event ID with given time range. Allow Customers to Configure a Mix of Toll and Toll-free Numbers for Cisco PSTN for Contact Center. contacts; i.e., agents who are in the Available, Idle, or Not Responding state across all media channels. of the usage of Bundle 2: Inbound toll-free number access. 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