You could use queue precedence to assign Define the multimedia profiles. In addition, for any configurable parameters that are in the script, such as which sound file to play when a call arrives, or the timeout Click the horizontal ellipsis button to the left of the listed strategy you want to modify or copy and select Edit or Copy. Select a team from the Select Team drop-down list, which includes the names of all teams belonging to the enterprise. If the selected file is a CSV file, click Next. Current means that this is a snapshot of the current team capacity strategy for the selected site. certain targets. hear the message "The number youre trying to reach is out of service. The If a team capacity strategy is not created for a team, the system uses the capacity value provisioned for the team. Select the name of the counter to be reset. groups. You can record one audio file for each strategy, so the message can vary by time of day, day of week, holiday schedule, and 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 If this is an email routing strategy, set this to a high value to avoid overflow. block has the following parameters. If the mode is Number, enter the number of calls to be routed to each team. capacity. The documentation set for this product strives to use bias-free language. For these parameters, you must select a dummy site and dummy team that who doesnt answer, the system continues to try matching other available agents any number of times, without regard to this You cant edit this field after you save the strategy. If a compatible media player is not installed, a dialog 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). The system allows you to add such a team to a group for planning purposes. to each contact in the queue based on various factors, such as the importance of the customer or the due time of a particular a higher priority to the Billing queue, so when calls come in to the queues, those from Billing will be routed to TeamA ahead These changes have no effect on the recurring scheduled version of the strategy. Path to take if the condition is not met. Click in each of these fields and use the calendar controls to specify the start date (the date the strategy becomes effective) 100. After adding a flow control block, double-click the block and enter the required parameters in the dialog box that opens. In the Add Call Distribution Group dialog box that opens, select the check box next to each team you want to include in the for the queue. You can set a default value for the variable type you choose. The New button is disabled if your organization already has a predefined email template. This button is not displayed on Group 1 because the strategy must have at least one group. Display the Edit Routing Strategy page for the appropriate routing strategy (see Modify a Routing Strategy). setting. Regardless of the delivery channel configured, all alerts will always appear in Control Hub. 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. 5. strategy although it has expired. The benefits of managing sites in Control Hub include: Unified license assignments across all Webex services, such as Meetings, Messaging, and Calling. Click the ellipsis button beside the strategy that you want to modify and choose Edit. added group. The Menu block in this example has four outputs: one for each of two branches, plus Timeout and Invalid that are not collected in IVR, such as a case number. 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. Enter or modify the settings as described in the following tables. The Callback block sends a callback request to the Web callback entry point where it is queued until an agent is available. Adding Cisco PSTN for Webex Contact Center via Webex Control Hub. If youre editing an existing strategy, selecting a different call control script can significantly change how the system see Assigning Call Control Scripts and Parameters. Select the entry points or queues that are associated with These changes have no effect on the recurring scheduled version of the strategy. For more information, see Scheduling Team Capacity. For a standard Webex Contact Center queue routing strategy, specify the duration in seconds before a queued call routes to the overflow destination number provisioned Custom control scripts can be modified only by Professional Services, after which they must be updated as described in, From the Management Portal navigation bar, choose, and changing the parameters in accordance with the requirements, General settings applicable in routing strategy, Settings applicable in routing strategy for Telephony and Social Channel Entry Point, Settings applicable in routing strategy for Telephony Queue, Settings applicable in routing strategy for Email, Settings applicable in routing strategy for Chat, For details about adding skill requirements to a routing strategy, see the next section, (For more information about skill types, see, Specify the queue time as described in step, Copying or Modifying a Call Control Script, Uploading and Updating a Custom Control Script Image File, Viewing and Exporting References to a Control Script, View routing strategies for an entry point or queue, Assigning Call Control Scripts and Parameters, Assigning Skill Requirements to Incoming Calls, Assigning Teams and Skill-Relaxation Settings to Groups, Editing a Group of Teams or Skill Relaxation Settings, Deleting a Group of Teams or Skill Relaxation Settings, Routing Strategies Deletion and Restoration, Restore or Permanently Delete a Routing Strategy, Viewing Scheduled Team Capacity Strategies, Creating or Modifying a Scheduled Team Capacity Strategy, Deleting a Scheduled Team Capacity Strategy, Set Up Connectors for Cisco Webex Contact Center. groups and specify the call routing algorithm and applicable parameters as described in Specifying Call Distribution Settings. When you create an Inbound Queue, if a Control Script is selected, then the Music in Queue setting gets reset. Call Distribution (only applicable to queues). If the strategies for the site you want to view are not currently displayed, make a selection from the Site drop-down list. Open the Routing Strategy module and click the Queue Precedence button on the menu bar. Click Save. 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 have only one routing strategy for each chat or email entry point. have the lowest priority. Drag flow control blocks to the canvas to add them to the call flow. For a list of available alarm definitions for Dedicated Instance, see Control Hub application status alarm definitions. You can drag a block from this panel to the canvas to add it to the call URL1 : https://admin.webex.com/reports/webexMetrics//metrics, URL2 : https://admin.webex.com/reports/cannedReports. the routing strategy for the entry point. If you are creating a group for a load balance strategy, do one of the following: If the specified call distribution mode is Percentage, specify the percentage spread among the teams. lists the teams to which the system routes calls, chats, or emails, which are based on the active routing strategies that but you cant assign percentage spreads or capacities to the teams in those additional groups. To delete a displayed setting, click Delete button to the right of the setting. If a team capacity strategy is not created for a capacity-based team, the system uses the capacity value provisioned for the one of two options. Webex messaging, video, and calling tools let agents and subject-matter experts work together to optimize every customer engagement. assigned a different multimedia profile. Mapping details aren't provided for a queue routing strategy that simply redirects the Disable the captcha by logging into https://g.co/allowaccess. In a load balance strategy using percentage allocation, the system does not route a call to a second team when the first team capacity strategy, but you can modify any setting that does not affect execution time or date. For more information, see Scheduling Team Capacity. Cisco Webex Contact Center 1.0 Setup and Administration Guide, View with Adobe Reader on a variety of devices. If contacts are waiting in queue for an available agent, the routing engine sorts the queue based on the score associated Optionally you can select other CAD values that came in with the call for delivery along with the callback request. Set up, deploy, and manage Webex in Control Hub. Click Active if you want the strategy to become effective on the start date that you specify in the Start Date field. Select True or False to indicate whether the agent handling the call is required to have or required not to have this skill. All users can search for and view these contacts in the Webex app. If the call fails (for example, the call is not answered or is answered by a recorded message or a busy signal), the callback The capacity of these teams is based on the provisioned team capacity setting, which can override the team capacity strategies. queues that have reached the limit. Flag the normal daily schedule as the default strategy. For each branch, select the DTMF digit or symbol that must be entered for the call to take that branch. When you modify the current strategy, your changes take effect immediately for new calls and remain in effect until the current You can predefine the email template that agents use to communicate with customers. Click the Ellipsis button beside the resource name and click Edit. In the New Predefined Email dialog box, do the following: Set the status as Active to use it as a default template for all email communications between agents and customers. The contact with the highest score is assigned to the first available agent. into groups. When you delete a routing strategy, the system moves the strategy to the Deleted Routing Strategies or Deleted Global Routing Strategies page where it can be restored or permanently deleted within 30 days. Capacity Based teams dont have specific agents assigned to them, and the agents dont use the Agent Desktop. and then click Apply. For Skills Based routing, if the call is in the last group, For information about Incoming Webhooks, where you can send information to Webex from outside services, see the Incoming Webhooks Integration by Cisco Systems in the Webex App Hub. Associate the preconfigured chat reasons. As a customer administrator, you can intercept incoming or outgoing calls. You can choose to see the audio files, predefined emails, or predefined chat responses. and will not be used. Notifications indicate new features or necessary account maintenance. Lists the associated call flows when a routing strategy is executing. Choose the queue for which you want to define the chat response. Kindly advice if it is possible to do so. Open the Routing Strategy module and click the Control Scripts button. How to disable White Board function on a Webex Board Pro. Webex Calling offers: Device control from Control Hub. You can create scheduled team capacity strategies to override these settings in response to changing contact center conditions. Active means that the strategy is in effect at the specified start time on the specified start date. If this occurs, either create a new strategy for the current time 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 A strategy not flagged as the default overrides a default strategy and potentially Authorized users assign an agent profile to one or more teams. The Condition block has the following parameters and outputs. Keep up to date with your Webex services by setting up alerts. If errors are found, they are listed in a message at the top of the page. For example, Queue 1 could have the new location." The routing strategy for Web Callback uses a specialized call control script that typically includes IVR treatment that requires 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. Path to take if the caller does not enter acceptable data before the timeout is reached. However, you can also assign a skill profile to an individual agent, which outputs, which are connected back to the Menu blocks input connector. . From the customer view in https://admin.webex.com, go to Services > Calling > Locations. This setting doesnt apply to Skills Based routing strategies. Skill requirements specified for the default path will be used for any path that doesnt have skill requirements assigned Common sign-in experience for all end users between different Webex services. and then overflows the call. For more information, see Assigning Skill Requirements to Incoming Calls. Free. Work with Webex Contact Center Operations to create routing strategies configured to use a specialized call control script. from an external HTTP URL based on an account number that is retrieved (through a preceding Collect Digits block). to it. Parameters for a proxy queue include site and team. Select the queue that you plan to associate with this routing strategy. Enter a name for the play block or accept the default name. Select Calling and choose Call To configure a connector on Control Hub, see the Set Up Connectors for Cisco Webex Contact Center article. We recommend that the audio file include a brief delay message followed by music. Click the horizontal ellipsis button to the left of a the strategy you want to modify and select Edit. the call to the next available team. This makes sure that Webex services are optimized for your users, and makes it easier for you to troubleshoot network issues that may come up. 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. This centralized collaboration management portal offers us troubleshooting, analytics and compliance . Click the horizontal ellipsis button to the left of the listed strategy you want to delete and select Delete. agents use the Agent Desktop to interface with the Webex Contact Center system. although the start and end times and dates have expired. Set to No if youre creating an exception to the default schedule, such as a holiday. After you create a control script, you can associate it with a routing strategy for an entry point or queue and specify values This field shows the queue for which youre creating the strategy. A strategy that is not flagged as default overrides a default strategy and drop-down list, and then click Upload Click Delete to delete the group. The app uses Webex Contact Center's "/search" API powered by GraphQL. 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 Displays the time zone if you enable the Multiple Time Zone feature when you create the entry point or queue. Navigate to the file in your system, and click Open. from the drop-down list in the Priority column. Advantages of Courtesy Callback For any questions, please contact Customer Support at (800) 213-1315 or (801) 379-3000. . profile. announcement message. For example, an outsourcer the call overflows if the system finds no matching agent. Enter the number of times the call can pass through this block before taking the alternate path. To add another skill requirement for the selected path, repeat the previous step. three minutes for a non-default strategy and if one is found, it becomes the current strategy. You can upload up to 10,000 contacts at once. The system disables the queues that have reached the limit and you cannot choose them. When a call is queued on the network, an audio file continues to play until the call is distributed to a team with available 11/16/21 Update: Expansion of the global reach and availability of the all new Webex Contact Center is now available for the broader EMEAR region, which now joins existing availability in United States, Australia, and the broader ASEAN region. first group. queue time specified for Group 2, the teams in Group 2 become available to handle the call, The script is uploaded and available for selection from the control script list (see Assigning Call Control Scripts and Parameters ). The File field displays the path and file name of the uploaded file, and the Resource Name field displays the file name. Click the ellipsis button beside an existing routing strategy with Active status and click Copy. Do one of the following in the list view: Global Routing Overrides only apply to Telephony channel type. Control Hub makes setting up and managing Webex simple, so you can focus on bigger things, like ensuring your users' success. as part of the call record only if it matches the name of an inactive CAD variable provisioned for your enterprise. Select the name of the audio (.wav) file to play for calls when they arrive or are waiting in a queue. 3 rd Party Applications: We've made it much easier for you to manage the Webex Contact Center Connector for Salesforce and other 3 rd party apps through Webex Control Hub. When choosing Announcements, select the in the control script. It offers a complete calling solution, integrating calling with meetings, messaging and contact center. Path to take if theres no response or if the response isnt valid. No matching variable exists; thus no data will be stored for the variable. The calls are then distributed to the specified queue for distribution to agents Select an outdial entry point for Web callback from the drop-down list. For example, you might want and the end date (the date strategy expires). The Routing Strategy module provides The Collect Digits block plays an interruptible prompt and collects a DTMF string (digits 0 - 9) of a specified length from Its important that youre clear on what you want to do before changing scripts or script parameters. If you select an entry point, the symbol for the call control block changes as shown below after you click OK. See Specifying Call Distribution Settings for more information. Specifies the destination to which calls are distributed when there is an error in IVR. Click the Edit buttton to open a dialog box where you can edit the group's settings. You can manage the configuration of your VG420/VG400 within Cisco Webex Control Hub. Remember that the accuracy of call routing to Capacity Based teams before teams in the next group become available to handle them or until skills are relaxed or removed as specified in the This means that the system first checks for a strategy that is not flagged After 30 days, the system permanently deletes the routing The queue reshuffling engine Set to Yes if you want this to be the default routing strategy for the specified time interval for this entry point or queue. is optionally rescheduled based on the maximum callback attempts allowed and the retry attempt interval provisioned for your Verifying your domains allows Control Hub to recognize users that have signed up for Webex using your company's email domains. Therefore, it is important that you adjust that timeout value so that it is greater than or equal to the total see Assigning Call Control Scripts and Parameters. In this case, the system checks every Data is updated every minute for Webex Meetings and Call on Webex so . Custom control scripts can be modified only by Professional Services, after which they must be updated as described in Uploading a Custom Control Script. Enter a name and optionally, a description for the script in the data fields. Although the examples in the following sections refer to phone contacts, the same Displays the time at which the strategy ends (in 24-hour format) for any given day in the specified date range. If this is a standard Webex Contact Center queue routing strategy, enter the length of time to wait, in seconds, before the system routes a queued call to the overflow If you don't specify an active strategy for a time interval, the To set a default value for a macro, enter the default value in the field Default Value before you insert the macro to the text editor. Click the Image button in the Image column that corresponds to the custom control script for which you want to view, upload, Click the Skill Relaxation tab at the top of the Add Call Distribution Group page and then click the Add Skill button. When youre finished, click the Apply button at the bottom of the Call Flow Paths window. Enter a descriptive name for the strategy, such as US Holiday or Weekends. Enter the value to set on the CAD variable. Select the name of a CAD variable, then click + to add it to the list. Only Group 2 and subsequent groups require a queue time. the Insert to Text Editor button. Custom control script are created by Professional Services and must be uploaded to the Management Portal before they can be You can use the macro to add variables for Customer Name or Agent Name to the email. The status is always Active for chat and email routing strategies as you can configure only one routing strategy for each entry point or queue. Creating the outdial entry points to use for Web callbacks (see Create an Entry Point). The Call Distribution section displays a Group header for each Specifies the destination to which calls are distributed when they exceed the Maximum Time in Queue setting specified in the You can drill down into meetings or call on a per participant basis and see detailed information about their audio, video, and sharing quality. the system uses the default strategy. Administrators can also view announcements, such as software updates from Cisco, in the alerts center. . time or date. This is the default status. You can create scheduled team capacity strategies to override these settings in response to changing contact center conditions. For a description of each parameter, see Start Block. This setting is available only if youre creating a new strategy or copying an existing one. Specifying the maximum callback attempts allowed and the retry attempt interval (see Module Permissions ). A control script cannot be saved until You can also download the existing CSV file and use it to update existing organization contacts. Specifies a comma-separated list of CAD variables to be returned from the external source. are clear on what you want to do before changing a flow. Repeat for each additional CAD variable. considerably reduce the number of time calls wait in a queue. From the Routing Strategy page, choose Resources > Predefined Chat Responses. If you are restoring a strategy, modify the settings as required, and click Restore. Ways to Add Users to your Control Hub Organization. In the Call Flow Image dialog box, click Save to upload the image. and editing control scripts. entry point or queue from the drop-down list instead. When a control script is created or modified using the call flow builder interface available through the New button on the If no 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. Control Hub is the administration portal for all of the Webex Platform, it covers Calling, Meetings, Teams and Webex Rooms! Time values that are used in the routing strategies are based on the time zone you configure for the entry point or queue. 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 URL. Management and analytics overview If your enterprise uses the optional Skills-Based Routing feature, the Call Control settings for an entry point strategy can Call control blocks and their parameters are described in the following sections. For more information on the error messages, see the 'Error messages' section. If there are calls in the queue when the modifications are made, the existing queued calls follow the original The Start block signifies the beginning of a call flow. If you are editing a group, the Edit dialog box display all teams available for selection as well as the teams that are currently If youre editing an existing strategy, selecting a different call control script can significantly change how calls are handled. To delete an individual contact, check the check box on the left of the contact. Choose All Days if you want to schedule the strategy to run every day. Type: If you specified Load Balance in the Routing Type field, select one of the following values in the Type field: Dynamic: Calls routed dynamically result in a single virtual queue. You can use the formatting tools to draft the email body. For Skills Based routing, if the call is in the last group, on whichever queue (1) has that team earliest in its priority-based routing strategy and (2) has had a call waiting in queue for incoming calls. In this case, pressing '0' sends callers to 2222 rather than 1111. If the import is successful, the page displays Completed status and the number of contacts are added or updated. 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. 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. Enter the URL from which the variables are to be retrieved. Priority Based: The system routes calls to agent teams based on a priority scheme that you set in the Call Distribution section. Business Metrics & Queue Escalation (applicable only to cross-ACD entry points). Click the ellipsis button beside the file name and click Edit. Path to take if the caller enters a matching DTMF digit or symbol. WebexOne 2022 - 20 Things You Need to Know About the Webex App . For audio file specifications, see Upload an Audio Resource File. In addition, be sure to create only one group for an outdial queue routing strategy. Webex App Integration: The Webex Contact Center Agent Desktop is the agents' desktop cockpit for engaging in omnichannel customer interactions with customers, providing flexibility and widget options that can be added or deleted, allowing for multiple desktop layouts that can be applied on a team by team basis. In the case of a global routing strategy, the list shows 0 instead of the For each entry point and queue, you should create a set of default routing strategies that cover all time intervals. If any call-associated data (CAD) variables are specified in the selected control script, their names are displayed in the Select a media file from the drop-down list. To assign skill requirements to incoming calls: Display the routing strategy page for the entry point to which you want to assign or modify skill requirements. These strategy. This is mandatory. These alerts are only triggered if the administrators configure them by creating a rule. Select a CAD variable from the drop-down list. Control Hub (Admin Portal) Small business account management (paid user) Support; English. These alerts are created automatically by Webex services. Click Save. Select a call control script in the drop-down list. Create separate entry points and queues for each media type. Watch Now A next-generation platform for any size contact center. Only partner or customer admin with full admin rights can create rules. depends on the capacity number specified. could have teams that use a PBX or an ACD to handle calls. To see details for a strategy, click the ellipsis beside the routing strategy and click Edit. You can enter a maximum of 150 characters. Assign a priority to as many queues as you want. From the customer view in https://admin.webex.com, go to Alerts center. 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 provisioned for your enterprise.). the Skills Assignment Page. You can use a Capacity Based team to represent a voicemail box parameter. 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. The same logic can be applied effect. The Condition block embodies a condition for example, AccountLevel equals Gold. Click the ellipsis icon to the left of the custom control script that has been changed and select Edit. When youre finished adding skill requirements for the selected path, click the Save button to save your changes and close Make the necessary changes to the resource. Contains the status of the predefined chat response. Open the Routing Strategy module and click the Control Scripts button on the menu bar. Contains the name of the predefined chat response. Keep in mind that calls are directed to the overflow number after reaching the timeout value specified in the Maximum Time Webex Contact Center Agent desktop Agent Desktop Requirements System Requirements Browser Requirements Collect Generic Information for all Webex Contact Center Issues Common Issues, Troubleshoot Steps and Data Collection for TAC Agent Desktop Looses Connectivity Agent Desktop APS (Agent Personal Statistics) not Load Data/Accurate Data If you are creating a group for a priority-based strategy, assign a priority to each team in each group by making selections expertise. The cumulative total queue time configured for all groups in the Call Distribution section of the routing strategy mustnt Then click the check mark button to the right of the The request is sent to the Webex Contact Center system for scheduling. team is only a placeholder and not used. your system and click Open. Once the rules are created, it will take maximum of 6 hours to start receiving the notifications. 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. You can configure call intercept at location level, user level, and workspace level. The audio (WAV) file must meet specified requirements. name of an entry point or queue. The message should announce the name of The call takes the True or False path depending other factors. On the Skill Assignment Page that appears, click the Add Skill button. The time the strategy is scheduled to end (in 24-hour format) for any given day in the specified date range. Click Save to save this change to the routing strategy. Working with Webex Contact Center Operations to create routing strategies configured to use a specialized call control script. Digital channels enhance the reach of any business. Welcome to Veracity Network's Webex Contact Center training page. contact according to service level agreements (SLAs). Make your changes. If the call is queued for longer than the length of the audio content, the audio file loops back and restarts from After you have created all the groups you want, click Close. all associated teams instead of routing them immediately at the time of call arrival to a team specified in the load balance If a control script is modified after being assigned to a routing strategy, it must subsequently be reassigned to the routing and click Open. Displays the date on which the strategy ends. Path to take if the threshold is not reached. The Counter block counts the number of times the call reaches this block. Best Available Agent: When you select this setting, a Skill drop-down list appears. When you create a routing strategy, you can mix team types. Specify a value for each parameter. entry point. Enter a value in the text box and select the is or is NOT button to indicate whether the agent handling the call must have Your changes name of an entry point or queue. You can create more than one strategy for a Telephony or Social channel. The calls are then distributed to the specified queue where they wait for an agent with the required skills. If a custom control script changes, it must be re-uploaded to the Portal for changes to take the Webex Control Hub - a single-pane-of-glass solution that provides one central cloud app for . The Reset Counter block resets the internal counter of a Counter block. This . default greeting, or upload a custom audio greeting from the Select an entry point or queue from the drop-down list. These enterprise (typically headquarters). Select Active if you want the strategy to become effective on the start date you specify in the Start Date field. You can associate sites and agents with multimedia profiles. all errors are corrected. agents. Phone registration over the Internet. input from the callback requester to proceed. Your learning platform uses cookies to optimize performance, preferences, usage & statistics. From the Create Routing Strategy or Edit Routing Strategy page, go to the Call Distribution section of the page and click If your enterprise subscribes to the Multimedia feature, each agent is associated with a multimedia You can create a non-default strategy, such as a holiday schedule This is an optional feature; you do not have to set up queue precedence for teams. email account name. To view existing team capacity strategies: Open the Routing Strategy module and click the Team Capacity button on the menu bar. Your Personal Access Token Log in required for access token. Click in each of these fields and use the calendar controls to specify the start date (the date the strategy becomes effective) The system automatically performs a validation. control script will be uploaded and saved under the new name. Whenever there's a maintenance, Control Hub automatically displays a banner including the details of cluster, region along with the date and time on which there is maintenance. Alerts for the last 14 days will appear in the Alerts section, you can export historical alerts for the last 30 days in a CSV format by clicking on the export button. text box. This is a sample application written in Java that shows you how to build a Microsoft Power BI connector for Webex Contact Center Reporting. 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. Path to take if the caller enters a DTMF string that is too long or too short. Specify the number of additional seconds the user has to enter the requested string after the audio message has finished playing Alerts center in Control Hub is a central place to manage alerts for your Webex deployment. ratios specified in the strategy. You can't save changes to an active strategy when the scheduled dates or times conflict with an existing active strategy. 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. This field shows the entry point for which youre creating the strategy. If the control script uses skills-based routing, a Manage button is displayed to the right of the Reset button. is not agent-based. You can download the CSV template from Control Hub and add organization contacts. provisioned for the entry point or queue, but you can select an entry point or queue from the drop-down list instead. 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. Note that priorities are assigned across groups. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours. Queue Reshuffling feature can be used with all available contact routing methods. not have specific agents assigned to them, and the agents do not use the Webex Contact Center Agent Desktop. In addition, if your enterprise uses the outdial feature, each outdial call passes through an outdial entry point and outdial For more information, email us at [email protected] or call 207-558-8600. queue according to routing strategies in the Routing Strategy module. 2022 Cisco and/or its affiliates. Subscribe to maintenance and outage notifications. When you select Skills Based as the routing type, two more settings appear for you to specify how to route a call when more This parameter appears only if an entry point or queue other than the provisioned overflow number is selected for the On Overflow routing strategy for the entry point that sends calls to this queue. priority rating assigned to each team. Time Settings (These are read-only for proxy queues.). For more information, see Create a routing strategy. Enter in 24-hour format (00002400) the time of day you want the strategy to start and end. There are two categories of service alerts for Dedicated Instance: Proactive alerts and Maintenance alerts. system first checks for a strategy that is not flagged as default, and if none exists, the default strategy is used. You must correct the errors before you can save 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. in the Call Flow Paths dialog box. To specify a name for a path, click a green connector line and in the dialog box Welcome to the Webex Community. team, it sends no additional calls to that team. Check the Contact Center service administrator check box. If the requester answers and responds to the voice prompts appropriately, then the call is connected to an available agent 2. Ensure you have Administrator privileges for Microsoft Teams. This block has no parameters and no outputs. a score of 0.8. If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. Enter a name for the block or accept the default name. and click Edit. Our guide will walk you through every step. With alerts center, you can view all important events and updates in one place. Click Yes to confirm overwriting the audio file. Allow Users to Host Meetings from a Video Device Without a PIN in Webex Site Administration. If you enable the Multiple Time Zone feature for your enterprise, you can configure entry points and queues with time zones. strategy (see Assigning Call Control Scripts and Parameters). You cannot restore a deleted Chat Entry Point Routing Strategy, if a Routing Strategy is assigned to the Entry Point. On a Webex Board Pro you can remove the button "White Board" from the user interface. template for email. When a call comes in, the teams in Group 1 become available User Profiles - User Profiles are assigned to users and provide restrictions to what that user can see. To create or modify a team capacity strategy: The team capacity strategies for the site you selected are displayed. in the strategy. In the dialog box that opens, specify whether you want to open or save the file. Displays the name you assign to the strategy. Self-paced courses covering the usage and operation of Webex . For more information, see Skill Profiles. or queue. If you are modifying a control script that has been assigned to a routing strategy, it must be reassigned to the routing strategy Click Upload. of the Control Script list box to display it. 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 Queue Precedence page. The Collect Digits block has the following parameters and outputs. Enter the admin email id and the password. and each subsequent group. A teams capacity setting represents the number of simultaneous calls the team can handle. the right of the text box. The page displays the list of scripts and associated image files. queues. Your enterprise can use agent-based teams or capacity-based teams or a mixture of both team types. If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in Assigning Skill Requirements to Incoming Calls. To edit or delete the template, click the ellipsis button beside the template in the Predefined Emails page. Choose All from the drop-down list to view current strategies for all entry points or queues. For more information, see Create an Agent Profile. an entry point, they are assigned skill requirements based on call paths specified in the call control script associated with You assign a queue time to Group 2 and each subsequent group. along with the call. waits for an agent to become available on one of the teams servicing that queue. Be sure Set to No if youre creating an exception to the default schedule, such as a holiday. control script provisioned for the entry point or queue is used. table provides details about the current routing strategies for the selected entry points or queues. You can view a list of currently deployed routing strategies for multiple entry points or queues. The reshuffling engine associates a score total number of calls the system sends to a particular team. Control Hub is the central interface to manage your organization, manage your users, assign services, view usage analytics, and more. On the Routing Strategy page, click Deleted Strategies. GraphQL Power BI Reporting Connector Sample: 7: webhook-email-notify-sample: Webhooks: JavaScript in Queue field. Each capacity-based team is provisioned which no priority is specified. If the routing type is Skills Based, specify skill relaxation settings if appropriate. Click the horizontal ellipsis button to the left of a listed control script and select Excel or CSV. If errors are found, they are listed in a message at the top of the page. updated. If you create a CAD variable in one of the call control blocks in the call flow, it will be delivered to the Agent Desktop This way, the email contact with the earliest due time will be handled first. In a load balance strategy using percentage allocation, the system doesn't route a call to a second team when the first team a name, phone number, and callback time. value for entering digits in response to a prompt (see Assigning Call Control Scripts and Parameters). strategy unless you check the Apply changes to current calls in queue check box to the right of the Save button. You must set a value for every You can delete the current strategy, but don't delete it before you create a different strategy for the same time interval. and then overflows the call. Assign the skill profiles to teams or agents. 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 all errors are corrected. The system makes no further attempts to send the call to that team again. (Note that these can still be filtered out by Agent Desktop settings Enter the site name, time zone, and choose where you want to manage your users. the building blocks for constructing a call flow. If the import is unsuccessful, the page displays the number of errors. This is your home to ask questions, share knowledge, and attend live webinars. In dynamic routing, the system assigns calls to minute for a valid strategy and as soon as it finds one, that strategy becomes the current strategy. or is waiting in queue. Toggle the button to change the settings for the workspace. In the dialog box that opens, specify whether to open or save the file. Select the call flow type: Entry Point or Queue. 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