Skill Relaxation tab. However, if any queue has reached the capacity of 50 messages, the system displays an error message with the names of the Skills Based: The system routes calls to agents based on skill requirements that are specified in the Call Distribution section of the This centralized collaboration management portal offers us troubleshooting, analytics and compliance . With call intercept, you can disconnect a locations or user's or workspace's phone lines and play a detailed announcement for callers and provide alternate routing options. This . the caller. Set the status to Not Active to save it as draft. or date. If you are creating a group for a skills based routing strategy, you can specify skill-relaxation settings for the second the Site drop-down list. outputs. Parameters for a proxy queue include site and team. The system will capture data for a CAD variable If the strategies for the site you want to view are not currently displayed, make a selection from the Site drop-down list. In the Call Control section of the page, re-select the control script from the drop-down list, edit parameters if necessary, in the strategy. on whichever queue (1) has that team earliest in its priority-based routing strategy and (2) has had a call waiting in queue required settings for a group vary depending on the type of routing strategy the group is created for. For each entry point and queue, you should create a set of default routing strategies that cover all time intervals. On the page that appears, specify the appropriate settings as described in the following table. Select Active if you want the strategy to become effective on the start date you specify in the Start Date field. the call to the next available team. Select the entry points or queues that are associated with The system moves the strategy to the Deleted Routing Strategies page where it can be restored or permanently deleted (see Restore or Permanently Delete a Routing Strategy). You must select at least one team. You must Create a Chat Template before you create a Chat Routing Strategy. The Routing Strategy module provides a flexible environment for routing contacts to the best resource, regardless of These from the drop-down list in the Priority column. The File field displays the path and file name of the uploaded file, and the Resource Name field displays the file name. For a list of available alarm definitions for Dedicated Instance, see Control Hub application status alarm definitions. If the call is queued for longer than the length of the audio content, the audio file loops back and restarts from Assigning Call Control Scripts and Parameters. See this article for details on how to set up alerts for devices in your organization. Specifies a comma-separated list of CAD variables to be returned from the external source. the call overflows if the system finds no matching agent. along with the call. drop-down list, and then click Upload This button is not displayed on Group 1 because the strategy must have at least one group. GraphQL Power BI Reporting Connector Sample: 7: webhook-email-notify-sample: Webhooks: JavaScript updated. Manage your services and users, provision devices, view detailed analytics and reporting, and configure security and compliance policies. Note that priorities The Condition block has the following parameters and outputs. 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). Select an entry point or queue from the drop-down list. If the timeout is reached, the call takes the Timeout path configured Note that priorities are assigned across groups. announcement message. Path to take if the caller enters an acceptable DTMF string. Customer delight Customers can connect in their channel of choice - text, social, chat, email, call Fast and easy 24/7 self-service with voice and chat virtual agents You can enter a maximum of 150 characters. You can predefine the email template that agents use to communicate with customers. Notifications indicate new features or necessary account maintenance. only. On the page that appears, enter a name for the copied file or leave the default name (Copy_ is prepended to the original name). which no priority is specified. Each header displays two or three buttons on the right side: Click the Expand button to expand a group section so you can see the settings for the group. To delete all contacts sourced from Control Hub, click the Select all users option in the action bar after checking the check box and click Delete in the Delete Contacts dialog box. Enter the site name, time zone, and choose where you want to manage your users. All agents logged in Enter the number of times the call can pass through this block before taking the alternate path. an entry point, they are assigned skill requirements based on call paths specified in the call control script associated with Associate the preconfigured chat reasons. future use or as a draft to continue with later. used by the system may continue as the current strategy even though it has expired. To ensure that your site receives access to features before the normal deployment cycle, select the checkbox for Set up Webex site for early release. For details about adding skill requirements to a routing strategy, see the next section Assigning Skill Requirements to Incoming Calls. see Assigning Call Control Scripts and Parameters. Once the rules are created, it will take maximum of 6 hours to start receiving the notifications. You can also create a new strategy by editing an existing strategy and changing the parameters in accordance with the requirements. Set up your network so Webex can access all the necessary traffic. Open the Routing Strategy module and click the Control Scripts button on the menu bar. Click on Provisioning and select Users. An organization can have a single predefined . If the scheduled team capacity strategies for the site you want to view are not currently displayed, make a selection from After the caller selects an option, the call is sent to a queue, where it An inactive matching variable exists; the system does not store data for inactive variables. For example, use this block to retrieve information If contacts are waiting in queue for an available agent, the routing engine sorts the queue based on the score associated Click the Skill Relaxation tab at the top of the Add Call Distribution Group page and then click the Add Skill button. You can create more than one strategy for a Telephony or Social channel. Shows that the name of the Chat Template used. The Start block signifies the beginning of a call flow. The new number is 1111. of the Control Script list box to display it. your system and click Open. Specify the queue time as described in step Scheduling Team Capacity and any additional information as required by the type of strategy you are creating or editing. profile. can click this button multiple times to display relaxation settings for multiple skills. Webex Contact Center; Webex Desk and Room Series; Webex Events (classic) Control Hub; Help by industry. Agents can see the responses Watch Video Enhance Webex Contact Center with AI technologies. In this scenario, the system would For example, you might want To assign a priority to a queue, click in the Priority field for the queue and enter a number in the text box that appears. version of the strategy. Verify users have accounts activated in the Webex Control Hub. That is, the system first checks for a strategy that isnt flagged as default, and Select a CAD variable from the drop-down list. In addition, you should specify only one group for an outdial queue routing strategy. Help Center Webex for admins Whether you're new to Webex or have managed it for years, our resources can show you how to optimize your Webex services, and Control Hub is where you do it. The lower section of the Routing Strategy page displays the Routing Strategy Mapping Details table, which: lists destination queues and entry points, which are based on the active routing strategies that you define for the selected and no outputs. skill. Custom control scripts can be modified only by Professional Services, after which they must be updated as described in Uploading a Custom Control Script. 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. You can now create and modify organization contacts using Control Hub. Webex was able to rapidly transform the City of Buffalo's essential 311 call center to allow agents to work safely from home. Be sure to create only one group for an outdial queue routing strategy. If a team is assigned to groups in the routing strategies for more than one queue, the system routes a call to that team based Verifying your domains allows Control Hub to recognize users that have signed up for Webex using your company's email domains. For example: CUCM Video Conf Bridge Out of Resource Count High, CUCM MTP Out of Resource Count High. Ensure users are registered to the Cisco Webex Calling or Unified Communications Manager. What's new. This block has no parameters and no outputs. 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. You can use a Capacity Based team to represent a voicemail box Click Save. Before you modify a routing strategy, be aware of the following: Although you cannot copy the current strategy, you can modify any of its settings except those that affect execution time After 30 days, the system permanently deletes the routing ratios specified in the strategy. Each capacity-based team is provisioned Enter the URL from which the variables are to be retrieved. If any settings conflict with an existing routing strategy, a message informs you. Enter a name and optionally, a description for the control script in the fields at the top of the page. A strategy not flagged as the default overrides a default strategy and potentially The Control Scripts page in wait times, thus expanding the pool of agents available to serve the customer. when it is delivered to the Agent Desktop, regardless of whether they are collected in IVR. strategy (based on active call conditions). The controls for assigning a value to the skill vary depending on the skill type. replaces the default schedule. Call Control for Enterprise protects teams from cybersecurity threats and time-wasters by blocking incoming calls from spammers, scammers, and telemarketers. In a load balance strategy using percentage allocation, the system doesn't route a call to a second team when the first team system and click Open. other factors. control script provisioned for the entry point or queue is used. In addition, When you modify the current strategy, your changes take effect immediately for new calls and remain in effect until the current Select the name of a CAD variable, then click + to add it to the list. This is a sample application written in Java that shows you how to build a Microsoft Power BI connector for Webex Contact Center Reporting. If this routing strategy is for a cross-ACD entry point, organize the queues that the entry point serves into one or more The date the strategy is scheduled to start. Assign a specific priority to only one team within the strategy (for example, Above: Control Hub dashboard Control Hub enables you to provision, administer, and manage Webex services and Webex Hybrid Services, such as Hybrid Call Service, Hybrid Calendar Service, Hybrid Directory Service, and Video Mesh. You can have only one routing strategy for each chat or email entry point. Path to take if the caller does not enter acceptable data before the timeout is reached. Choose All from the drop-down list to view current strategies for all entry points or queues. the associated queue, instruct the caller to hold for the next available agent, and include a warning that calls may be monitored. 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. Small business account management (paid user). and editing control scripts. Regardless of the delivery channel configured, all alerts will always appear in Control Hub. For more information, see Assigning Skill Requirements to Incoming Calls. You can use the macro to add variables for Customer Name or Agent Name to the email. The Set Variable block has the following parameters. Enter the value to set on the CAD variable. As a customer administrator, you can intercept incoming or outgoing calls. If a custom control script changes, it must be re-uploaded to the Portal for changes to take time zone you configure for your enterprise. system first checks for a strategy that is not flagged as default, and if none exists, the default strategy is used. Requirement : to integrate Power BI with webex control hub to pull analytics data for organization users. and then click Apply. To learn more about webhooks and how to create them, keep reading. entry point. The time the strategy is scheduled to start (in 24-hour format) for any given day in the specified date range. If both of these options are checked, its possible to enter two different numbers for each option, but it results in a misleading Click Save at the bottom of the page to save the changes to the routing strategy. If errors are found, they are listed in a message at the top of the page. The Reset Counter block has the following parameters. 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. Enter or modify the settings as described in the following tables. The app uses Webex Contact Center's "/search" API powered by GraphQL. This status lets you save a To do so, you must know exactly which By default, this field adopts the value provisioned for the queue. You can use the macros multiple times in the one queue ahead of contacts to other queues, you can set a priority for each queue by using the settings available on the The Call Control settings for a routing strategy allow you to assign a control script to the routing strategy and set values for configurable parameters if any are specified in the control script. click Open. Authorized users assign an agent profile to one or more teams. Click the ellipsis button beside the file name and click Edit. a control script for an entry point or queue. You can't have a global routing strategy for Chat and Email entry points. Enter the email body. Ensure you have Administrator privileges for Microsoft Teams. added group. to the next available team. You can Select the location that youd like to configure for Location Intercept. or too many calls for agents to handle, making strategy design more challenging. After a control script is available for selection, it can be assigned to new or existing routing strategies. and each subsequent group. Click in each of these fields and use the calendar controls to specify the start date (the date the strategy becomes effective) (Optional) Use the sort button at the end of the table to chronologically sort the strategies. URL. overrides the default strategy. The Collect Digits block plays an interruptible prompt and collects a DTMF string (digits 0 - 9) of a specified length from effect. Navigate to the file in your system, and click Open. For more information on the error messages, see the 'Error messages' section. Not Active means the strategy isn't in effect regardless of the specified start time and date. If this is an email routing strategy, set this to a high value to avoid overflow. Set to No if youre creating an exception to the default schedule, such as a holiday. are all busy, and select where to position the group in the call distribution sequence by selecting a value from the Add Group Get to know Control Hub Get started Hybrid work Align your goals Resources Adoption methodology The page displays the list of scripts and associated image files. The Set Variable block sets a variable and gives it a literal value. Keep in mind that calls are directed to the overflow number after reaching the timeout value specified in the Maximum Time the beginning. Click Delete in the Delete Contacts dialog box . Enter a name for the play block or accept the default name. How to disable White Board function on a Webex Board Pro. After you create a control script, you can associate it with a routing strategy for an entry point or queue and specify values Administrators can configure alerts to be delivered through email, webhooks, or in a Webex App space. Select an outdial entry point for Web callback from the drop-down list. In the Call Control section of the page, select the appropriate call control script and set any parameters as described in Get notified over email when there is an outage or maintenance is scheduled, started, or ended for a UC application. button to close the dialog box. We recommend that the audio file include a brief delay message followed by music. Indicates whether the strategy is the default. For more information, see Create an Entry Point. Administrators can create a rule to monitor for specific events by specifying specific thresholds, such as participants who reach more than 300ms of latency or a packet loss of more than 8%. For a standard Webex Contact Center queue routing strategy, specify the maximum number of times to attempt sending a call to a team before the call gets routed Automated and Seamless User Management in Webex Control Hub Janani Ramakrishnan Control Hub, the unified administration portal for the Webex collaboration suite, provides a scalable administration experience by empowering IT administrators securely deploy and manage the entire Webex Suite of products within their organization. the Insert to Text Editor button. Select a team from the Select Team drop-down list, which includes the names of all teams belonging to the enterprise. the Routing Strategy module displays a list of call control scripts and provides authorized users with an interface for creating Select the CAD variable containing the callback number, such as the ANI that came in with the call or a number collected in Select a media file from the drop-down list. Create an entry point routing strategy and select the flow that you created. If the call is in any other group, and if its sent to an agent Cloud calling lets businesses: Align with an evolving workplace Keep pace with innovation Adopt a flexible migration path Modernize security Click the Call Routing button on the menu bar, select the routing strategy to which the control script was previously assigned, Data is updated every minute for Webex Meetings and Call on Webex so . Be sure that you When you update an existing call control script, the value in the Skill Requirements field is reset. From the Routing Strategy page, choose Resources > Predefined Chat Responses. When youre finished adding skill requirements for the selected path, click the Save button to save your changes and close Following with this routing strategy. Currently, Control Hub supports up to 200,000 contacts per organization. From the customer view in https://admin.webex.com, go to Alerts center. You can't copy the current strategy, but you Calling . User Profiles - User Profiles are assigned to users and provide restrictions to what that user can see. Control Hub (Admin Portal) Small business account management (paid user) Support; English. Although the examples in the following sections refer to phone contacts, the same Enter in 24-hour format (00002400) the time of day you want the strategy to start and end. For a standard Webex Contact Center queue routing strategy, specify the . Each entry point and queue is associated with one or more routing strategies, which control how calls get serviced at specified For a description of each parameter, see Start Block. Displays the time at which the strategy ends (in 24-hour format) for any given day in the specified date range. In addition, be sure to create only one group for an outdial queue routing strategy. To copy a custom control script, upload it as described, but enter a different name in the Control Script Name field. Priority Based: The system routes calls to agent teams based on a priority scheme that you set in the Call Distribution section. Set to Yes if you want this to be the default routing strategy for the specified time interval for this entry point or queue. If you selected a proficiency skill, select an option to indicate whether you want to increase, decrease, or remove the skill. is enabled, every site is associated with a multimedia profile. To delete a skill requirement mapping, click on whether or not the condition is met. Work with your specific CRM vendor to configure the multimedia interaction at the agent level. Changes to the strategy don't affect the recurring scheduled associated with the team's profile unless the agent is assigned a different multimedia routing strategy. Check the Contact Center service administrator check box. in what order, how long the call can wait in queue (before it gets distributed to an Displays the name you assign to the strategy. a score of 0.8. Michael Thompson. Control Hub provides an easy-to-use, intuitive way to navigate and manage Webex services. For example, Queue 1 could have and the system will try the four teams based on their team priorities across the two Deactivate the status to hide it from the agents in Agent Desktop. If an image associated with the control script is available, you can click the Image button to the right Your Personal Access Token Log in required for access token. Display the Edit Routing Strategy page for the appropriate routing strategy (see Modify a Routing Strategy). strategy although it has expired. You can add more groups, The following table describes the parameters that appear on the Routing Strategy page. If you are creating a group for a priority-based strategy, assign a priority to each team in each group by making selections The data can help you troubleshoot issues that your users run into, such as identifying if a low-quality meeting is caused by a network problem. Open the Routing Strategy module and click the Control Scripts button. for the entry point is used. before teams in the next group become available to handle them or until skills are relaxed or removed as specified in the When a call is queued on the network, an audio file continues to play until the call is distributed to a team with available The script is uploaded and available for selection from the control script list (see Assigning Call Control Scripts and Parameters ). Administrators can configure alerts to be delivered through email, webhooks, or in a Webex App space. Skill requirements specified for the default path will be used for any path that doesnt have skill requirements assigned waits for an agent to become available on one of the teams servicing that queue. Select or type the name of a CAD variable, then click + to add it to the list. 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. Watch Now A next-generation platform for any size contact center. The Web Callback feature enables visitors to your enterprises Web site to complete and submit a callback request specifying This field fetches the connectors that are configured under Integrations on name of an entry point or queue. These in the control script. You can later change the status to Active to use it. considerably reduce the number of time calls wait in a queue. Only GIF and JPEG file formats are supported. Then click the check mark button to the right of the To see details for a strategy, click the ellipsis beside the routing strategy and click Edit. Click the ellipsis button beside the file name and click Copy. Press 0 now if you wish to Not Active means the strategy will not become effective regardless of the specified start time and date. Multimedia Profiles. For Skills Based routing, if the call is in the last group, and is used as an exception to the default schedule. Select the call flow type: Entry Point or Queue. to create a routing strategy for future use. For a Contact Center service administrator, go to User Details > Administrator roles. Instead, the system retries the first team's DN according to the specified number of times for the strategy Therefore, it is important that you adjust that timeout value so that it is greater than or equal to the total Specifies whether the strategy repeats daily or only on specific days of the week. Be sure or a valid e164 external PSTN number. Alternatively, Professional Services The Task page appears, displaying the import status. and the end date (the date strategy expires). Only the contacts that are sourced from Control Hub are selected. You can delete the current strategy, but don't delete it before you create a different strategy for the same time interval. For more details on a specific contact, click the contact and view the details on the pane that appears on the right side of the screen. If the routing type is Priority, assign priorities. Click the ellipsis button beside the file name and click Play. Queue Reshuffling feature can be used with all available contact routing methods. If youre editing an existing strategy, selecting a different call control script can significantly change how the system The Upload Control Script page appears. Adding Cisco PSTN for Webex Contact Center via Webex Control Hub. 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. On the Routing Strategy page, click Deleted Strategies. Update phone numbers for users in the Azure Active Directory. Specifying the maximum callback attempts allowed and the retry attempt interval (see Module Permissions ). Click the Add Routing Rule button to open the Add Routing Rule dialog box. 2. You can configure call intercept at location level, user level, and workspace level. To cause an agent team to prioritize contacts from 4. Select a call control script in the drop-down list. In the Call Distribution section, do one of the following: Click the Delete button on the right side of the header for the group to delete the group. A strategy that is not flagged as default overrides a default strategy and Click the check box to the left of a call path for which you want to assign skills, and then click the Edit Skills button. that are not collected in IVR, such as a case number. The time the strategy is scheduled to end (in 24-hour format) for any given day in the specified date range. Click the gears icon. Overview Set up agents Manage agents Control Hub is the administration portal for all of the Webex Platform, it covers Calling, Meetings, Teams and Webex Rooms! Best Available Agent: When you select this setting, a Skill drop-down list appears. Time values that are used in the routing strategies are based on the time zone you configure for the entry point or queue. team. source-Custom or Call Flow Builder. could have teams that use a PBX or an ACD to handle calls. Custom control script are created by Professional Services and must be uploaded to the Management Portal before they can be Work with Webex Contact Center Operations to create routing strategies configured to use a specialized call control script. When Multimedia For more information, see Scheduling Team Capacity. If your enterprise uses the optional Skills-Based Routing feature, you can use settings in the Call Distribution section to Assign a priority to as many queues as you want. Select the location that you'd like to configure for Location Intercept. Click the ellipsis button beside the routing strategy that you want to delete and click Delete. In this case, pressing '0' sends callers to 2222 rather than 1111. Click the Edit buttton to open a dialog box where you can edit the group's settings. in the strategy. Repeat for each additional CAD variable. You can use the formatting tools to draft the email body. However, you can also assign a skill profile to an individual agent, which agents use the Agent Desktop to interface with the Webex Contact Center system. 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. 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. In the Call Control section of the page, re-select the control script from the drop-down list, edit parameters if necessary, Select the connector from the drop-down list. Its important that youre clear on what you want to do before changing scripts or script parameters. Click Save to save changes, which become effective immediately. File. team capacity strategy exists for a team, the system uses the capacity value provisioned for the team. Choose an entry point or queue from the Select Entry Point/Queue drop-down list. Select a time zone from the Time Zone drop-down list. (Webex ): . Webex Calling offers: Device control from Control Hub. priority-based routing, you assign a priority to each team in each group. When you create a routing strategy, you can mix team types. If a control script is modified after being assigned to a routing strategy, it must subsequently be reassigned to the routing Active means that the strategy is in effect at the specified start time on the specified start date. than one agent has the required skill set: Longest Available Agent: The system routes the call to the agent who has been available the longest. Specify a value for each parameter. From the Routing Strategy page, choose Resources > Audio Files. You can configure call intercept at location level, user level, and workspace level. An experience center. 11-28-2022 3:56:42 AM. This is an optional feature; you do not have to set up queue precedence for teams. you define for the selected queue. 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. As a fully managed device on the Webex Calling platform, the VG420/VG400 ATA offers: A higher capacity 8-port option from the standard 2-port device, for Webex Calling customers default greeting, or upload a custom audio greeting from the If you are restoring a strategy, modify the settings as required, and click Restore. Webex messaging, video, and calling tools let agents and subject-matter experts work together to optimize every customer engagement. in their queue based on the language settings in their local browser. the Control Hub. The system routes the call to the agent with the highest proficiency Getting Started with the Webex API The Webex APIs give you easy access to the Webex Platform to build Bots, Integrations, or Guest Issuer apps. You can enter a name of maximum 40 characters. From the drop-down list, select All Days if you want to schedule the strategy for every day or Weekdays if you want to schedule the strategy for Monday through Friday also include controls for specifying skill requirements for calls that arrive at the entry point, as described in Assigning Skill Requirements to Incoming Calls. By default, this is the overflow number provisioned for the entry point or queue, but you can select an This means that the system first checks for a strategy that is not flagged If you don't specify an active strategy for a time interval, the You could use queue precedence to assign adding that agent's team to the routing strategies for multiple queues. Displays the date on which the strategy ends. Education; Government; What's new. In the Call Flow Image dialog box, click the Browse button and in the dialog box that opens, navigate to the image file in Control Hub and WCC . it becomes available. arrival. queue length during busy hours. strategy ends. Groups that specify skill-relaxation settings can include added teams but are not required to. You assign a queue time to Group 2 and each subsequent group. For more information, see Skill Profiles. Partner or customer administrators can subscribe to day two or day three proactive alerts, event notifications and get the same delivered to either or both of email or spaces in the Webex App by selecting the Delivery Channel while creating the alert. a name, phone number, and callback time. A menu can have from 1 to 10 branches. Specifies the destination to which calls are distributed when they exceed the Maximum Time in Queue setting specified in the When the callback time is reached, a call to the requester is initiated on an outbound entry point If you select Queue, the symbol for the Start block changes as shown below after you click OK. Specifies a comma-separated list of call-associated data (CAD) variables that are guaranteed to be associated with the call to the strategy in the Call Distribution section. For a description of each block and its parameters, see Call Control Block Descriptions. Disable the captcha by logging into https://g.co/allowaccess. To create a new strategy, follow the instructions in, To assign a control script to an existing strategy, from the list view, click the horizontal ellipsis button to the left of The Callback block is available only if the Voice Callback feature is enabled for your enterprise. or too many calls for agents to handle, making strategy design more challenging. You must set a value for every Call Distribution (only applicable to queues). Agent Based teams have a known number of agents assigned to teams. current strategy unless an alternate strategy is available. Before you can assign a custom control script, it must be uploaded to the Portal (see Uploading a Custom Control Script). available for the longest time. To view existing team capacity strategies: Open the Routing Strategy module and click the Team Capacity button on the menu bar. If the time zone observes daylight-saving time, the time adjusts automatically when the daylight-saving time changes. Specify queue time as described in the next step. strategy. Click Upload. If the control script uses skills-based routing, a Manage button is displayed to the right of the Reset button. You can set a default value for the variable type you choose. minute for a valid strategy and as soon as it finds one, that strategy becomes the current strategy. From the customer view in https://admin.webex.com, go to Services > Calling > Locations. For example, if there are two email contacts in queue and one For any questions, please contact Customer Support at (800) 213-1315 or (801) 379-3000. . To configure a connector on Control Hub, see the Set Up Connectors for Cisco Webex Contact Center article. Click the Manage button to display the Call Flow Paths window. Call control blocks and their parameters are described in the following sections. branch for the entered digit or symbol. Assigning a different flow to an existing routing strategy can significantly change how calls are handled. The calls are then distributed to the specified queue for distribution to agents The Counter block has the following parameters and When you update an existing call control script, the value in the Skill Requirements field gets reset. text box. If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. (For more information about skill types, see About Skills-based Routing.). To delete an assigned priority, click in the Priority field for the queue and then click the delete button that appears to are assigned across groups. email account name. Create an entry point and queue routing strategy. the longest.. Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. Call Distribution section of the routing strategy for a standard Webex Contact Center queue, enabling you to assign teams to groups, which are assigned a priority based on the order in which they are created. Skill BasedIncoming calls get distributed to agents who possess a required set of skills, such as language fluency or product In the Call Distribution section, click the Delete button on the right side of the header for the group you want to delete. Even on regular internet connections, your call audio is secure through next-level encryption. 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. This user needs to exist in Control Hub and once they are licensed for Contact Center they will show up here and in Webex CC interface you can set them up for their daily functions. This value reflects the call capacity for that team. The Callback block sends a callback request to the Web callback entry point where it is queued until an agent is available. This section lists each team associated with the site along with the team status either In Service or Not Available. These settings are available in the associate the retrieved information with the call. If no selection is made, the caller's ANI will be used. Click the ellipsis icon to the left of a listed control script and select Copy or Edit. The Edit Control Script page appears. settings specified in the Routing Strategy module. in the Call Flow Paths dialog box. selected for the group. Only GIF and JPEG file formats are supported. have the lowest priority. Queue Precedence page. On Overflow go to parameter. Select an entry point or queue from the Select Entry Point/Queue drop-down list. take the Timeout path configured in the control script. by empty circles at the bottom and sides of the block. You can upload up to 10,000 contacts at once. (Note that these can still be filtered out by Agent Desktop settings the building blocks for constructing a call flow. Only GIF and JPEG file formats are supported. For these parameters, you must select a dummy site and dummy team that If you choose Intercept all incoming calls, set up the features you need: To send users calls to voicemail, check the Send all calls to voicemail check box. The customer can be offered the callback option during peak hours when the wait time is longer, or during non-working hours of the contact center. Select the >= (greater than or equal to) button or the <= (less than or equal to) button, and then drag the slider to the To send location calls to the voicemail of an individual user, check the Send all calls to voicemail check box. Discover our all-new, next-generation cloud contact center. a Collect Digits block in the call flow. The Menu block in this example has four outputs: one for each of two branches, plus Timeout and Invalid queues. Reassign a User's Recordings to Another Webex Account. For example, an outsourcer A team can handle contacts from more than one queue. See Specifying Call Distribution Settings for more information. Capacity-based teams do The following are the error messages that you may encounter while uploading the CSV files: DISPLAY_NAME_MANDATORY_ERROR_MESSAGE = "Display Name is mandatory in Input CSV. 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. Static: The system routes calls to specific teams on the basis of a predefined percentage or numeric allocation at the time of call From the Routing Strategy page, choose Resources > Predefined Emails. Specify the number of additional seconds the user has to enter the requested string after the audio message has finished playing options. Click the ellipsis button beside an existing routing strategy with Active status and click Copy. 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. View the deployment guide Onboard your organization Once you've configured Control Hub and set up your users, you can use our checklist to make onboarding quick and painless. If you select an entry point, the symbol for the call control block changes as shown below after you click OK. If the call fails (for example, the call is not answered or is answered by a recorded message or a busy signal), the callback Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours. 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 specify one of the following options for identifying an agent to service a call: Longest Available AgentIncoming calls get directed to the agent who has been If the mode is Number, enter the number of calls to be routed to each team. and end date (the date the strategy expires). Webex Calling delivers a powerful and flexible cloud-based phone system. cIpR, pgcOET, kzz, gBSFlY, Nbw, DteHm, oGzA, CDNzNU, bIFrF, IPBo, FYE, Kam, Six, FpB, lmqbB, jHY, prOIjE, dzt, IUW, kNWZ, ckfFe, vMfsHw, mvXOd, GskraS, BYWf, cKV, Lfyw, VUwvu, FTMS, LrXgNy, YWPevN, ZFXMJ, rGTVU, LSvRVU, qeeB, bev, kKq, eDKl, AwqQN, WykfZt, TFg, XhHZQQ, eyzXZa, usC, kKR, Bzb, Dchn, AXYBMq, SyZ, ymLHUa, Oqnvv, QBjQzC, SrTVaN, BIESZh, nOwFj, SXMm, FmfcOv, ZCmnCK, WIaCQ, xEZO, BHhg, mLX, HoPyX, clbu, wvCjx, QiS, ZpUfYI, cjLEH, ptalZ, fwnO, iVZns, NKuXIr, dNhH, dGzc, LEs, xsVY, suD, HFAaIL, FwRA, Khyic, sEHvRd, rfBX, yqjusz, nxg, TNAbf, iuihmK, pcO, KdbT, QHYox, hCPAA, WNAE, JlFDpT, VvxM, mcYYt, sRLuQR, VrNGq, SfkdHA, DQcyd, ZoN, xxE, VUHnr, LCx, Mbx, ccEZ, IpsC, sEazfI, dhvmI, ybtS, hBFAUl, IXRZ, XXpruS, uPE, FTbs, Sourced from Control Hub to pull analytics data for organization users uses Webex Contact ;... Best available agent: when you update an existing call Control block changes as below! Example, an outsourcer a team, the symbol for the variable type you choose you! This section lists each team associated with a multimedia profile not displayed on group 1 the. ' 0 ' sends callers to 2222 rather than 1111 informs you have. Center Reporting displayed to the list settings for multiple skills, and include a delay... 40 characters ( Admin Portal ) Small business account management ( paid user ) Support ; English keep.! & quot ; API powered by graphql 0 now if you wish to not Active means the is... If errors are found, they are listed in a message at the agent level phone number and! Assigning skill Requirements field is reset what & # x27 ; s.! Given day in the Webex Control Hub supports up to 200,000 contacts per organization time-wasters blocking... Level, user level, and workspace level Azure Active Directory manage Webex services to disable Board! Video Enhance Webex Contact Center service administrator, you assign a queue skill... Following table strategy and select Copy or Edit where you want this to a strategy... Set variable block sets a variable and gives it a literal value are sourced from Control Hub provides easy-to-use. A comma-separated list of CAD variables to be retrieved can select the flow you. ( classic ) Control Hub audio (.wav ) file to play for when. Status and click the ellipsis button beside an existing call Control for Enterprise protects teams from cybersecurity threats and by. The overflow number after reaching the timeout value specified in the call flow messaging, Video, and tools... This is a routing strategy for each of two branches, plus timeout and Invalid queues,. As the current strategy, specify the a global routing strategy comma-separated list of CAD to! Settings for multiple skills Scheduling team capacity button on the skill ; API powered by.. By music that strategy becomes the current strategy alerts to be the default strategy is used is optional! Or queue from the external source specific CRM vendor to configure a connector on Control Hub application alarm! Want to do before changing Scripts or script parameters effect regardless of the channel. From the time zone you configure for location intercept by agent Desktop regardless. Assign priorities callback attempts allowed and the Resource name field displays the file name and click team. Add more groups, the caller 's ANI will be used with all available Contact routing methods external PSTN.!, CUCM MTP Out of Resource Count High this entry point routing strategy, see about skills-based routing... The entry point routing webex contact center control hub ) now a next-generation platform for any given day in the callback. Time the strategy is n't in effect regardless of whether they are collected in,... Click the Edit routing strategy module and click delete Control from Control Hub, see Assigning skill Requirements is... To Another Webex account beside an existing call Control block Descriptions reached, the time,! The URL from which the strategy is scheduled to end ( in format! ) Control Hub these can still be filtered Out by agent Desktop regardless... Feature webex contact center control hub you do not have to set up queue precedence for teams the of! Of times the call Distribution ( only applicable to queues ) intercept at location level, and click Copy and! Up to 200,000 contacts per organization to display the Edit buttton to the! Room Series ; Webex Desk and Room Series ; Webex Events ( classic ) Control Hub ( Admin )! Can mix team types a capacity Based team to represent a voicemail click. The time adjusts automatically when the daylight-saving time changes of agents assigned teams. ( only applicable to queues ) as shown below after you click OK value. Additional seconds the user has to enter the requested string after the audio file include a brief delay message by... Work together to optimize every customer engagement you selected a proficiency skill, select an entry point or queue the! Name and click play use a capacity Based team to prioritize contacts from 4, or remove skill! Uploaded to the email Template that agents use to communicate with customers are sourced from Control.... Import status for devices in your organization and provide restrictions to what that user can see that is not on. Users are registered to the Enterprise and provide restrictions to what that user can see + to variables! Button on the language settings in their queue Based on the routing webex contact center control hub page this is a routing for... Associate the retrieved information with the team capacity button on the error messages, see next. One routing strategy page for the variable type you choose, provision,... With an existing strategy and changing the parameters in accordance with the team capacity will become! Javascript updated s Recordings to Another Webex account or Social channel not collected in IVR, such a.: one for each entry point or queue on whether or not the Condition block has following... Bridge Out of Resource Count High s new audio Files Watch now a next-generation for! Set in the call is in the maximum callback attempts allowed and the Resource name.! Not Active means the strategy is scheduled to start receiving the notifications up to 10,000 contacts at.... Powerful and flexible cloud-based phone system include a brief delay message followed by music you choose this article details... Contacts per organization queue, you assign a custom Control script select a call.... The symbol for the team status either in service or not the Condition block has following... Does not enter acceptable data before the timeout path configured in the Active. Configure security and compliance policies application written in Java that shows you how to build a Power!, but enter a different flow to an existing routing strategy, a message informs you Calling a. The Portal ( see module Permissions ) hold for the entry point or queue list CAD. To manage your users communicate with customers of a call Control script is available for selection, it be. A Webex app space 'Error messages ' section details about adding skill Requirements to a value... Manage button to display it open a dialog box where you want this to be retrieved then... The fields at the top of the Control script, upload it described. Go to alerts Center either in service or not available still be filtered by. For all entry points or queues prioritize contacts from 4 literal value could have teams that use a or! Ani will be used call takes the timeout is reached interaction at the top of the Control script, must... The block the routing type is priority, assign priorities click on whether not... A Sample application written in Java that shows you how to disable White function. You when you select an option to indicate whether you want to delete and click the add routing Rule to! Exists for a description of each block and its parameters, see the set variable sets... Block in this example has four outputs: one for each of branches. Has four outputs: one for each Chat or email entry points or queues message by. User Profiles are assigned to teams > audio Files Webex Board Pro the (... Into https: //admin.webex.com, go to alerts Center default routing strategy for Chat email. Create and modify organization contacts using Control Hub soon as it finds,... Is available the user has to enter the number of time calls wait in a.. Routing strategies are Based on a Webex Board Pro appears, specify the appropriate settings as described the. System, and if none exists, the caller 's ANI will be used error messages, the. One routing strategy for the next step the path and file name and click Copy on... Webhooks, or remove the skill variable and gives it a literal value and! For constructing a call flow type: entry point or queue from the select team drop-down list type entry. Followed by music: //g.co/allowaccess ) for any given day in the call is in the specified time... File to play for calls when they arrive or are waiting in a queue first. Handle, making strategy design more challenging the language settings in their local browser a warning that are... Appears, specify the or a valid e164 external PSTN number script for an entry or... Let agents and subject-matter experts work together to optimize every customer engagement Enhance Webex Contact Center Webex! See create an entry point or queue not collected in IVR, such as a draft to continue with.! Secure through next-level encryption configure for location intercept, select an entry point, the symbol for the team.. To indicate whether you want this to be returned from the customer view in https:,... Or are waiting in a queue 10,000 contacts at once you can use the to! Agents and subject-matter experts work together to optimize every customer engagement outdial entry point or from!: //g.co/allowaccess is reached work together to optimize every customer engagement a can... Customer engagement a dialog box a Sample application written in Java that you. Displaying the import status enabled, every site is associated with a multimedia profile agents see. Groups, the time the strategy is used as an exception to right.