If your enterprise uses the optional Skills-Based Routing feature, you can use settings in the Call Distribution section to The Control Script column Click Save. ControlScripts page, the associated image file is available in the Routing Strategy module when the control script is saved. Priority Based: The system routes calls to agent teams based on a priority scheme that you set in the Call Distribution section. If both of these options are checked, its possible to enter two different numbers for each option, but it results in a misleading To create a second group, select the team or teams you want to serve as overflow teams in the event that the Group 1 teams 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 If the routing type is Skills Based, specify skill relaxation settings if appropriate. Get the Report Create a seamless, smarter admin experience. You can't save changes to an active strategy when the scheduled dates or times conflict with an existing active strategy. Select a media file from the drop-down list. Click the ellipsis button beside the file name and click Copy. The Team Routing page appears, displaying a list of all queues belonging to the enterprise. The queue precedence function allows you to assign the order in which calls are routed from queues to teams, on a per-team (Optional) Use the sort button at the end of the table to chronologically sort the strategies. that you are clear on what you want to do before changing a control script or control script parameters. provisioned for your enterprise.). Your changes The dialog box closes and the File field displays the path and file name of the uploaded file. Regardless of the delivery channel configured, all alerts will always appear 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. Path to take if the threshold is not reached. Best Available Agent: When you select this setting, a Skill drop-down list appears. Capacity-based teams do could have teams that use a PBX or an ACD to handle calls. You can copy or modify a control script that was created using the call flow builder interface available when you select the If a control script is modified after being assigned to a routing strategy, it must subsequently be reassigned to the routing are all busy, and select where to position the group in the call distribution sequence by selecting a value from the Add Group If the import is unsuccessful, the page displays the number of errors. the right of the text box. You can enter a maximum of 150 characters. before teams in the next group become available to handle them or until skills are relaxed or removed as specified in the For audio file specifications, see Upload an Audio Resource File. Contact your platform administrator. Indicates whether the strategy is the default. Double-click the Start block and specify the call flow type (entry point or queue) and other parameters in the dialog box queue time (that is, the cumulative queue times for all groups in the routing strategy). The page displays the list of control scripts and associated image files. Create an entry point routing strategy and select the flow that you created. time intervals, including what call control script to use to treat the call and what audio file to play when a call arrives Optionally you can select other CAD values that came in with the call for delivery along with the callback request. and then overflows the call. Verify users have accounts activated in the Webex Control Hub. If you don't configure time zones with entry points and queues, the system uses the time zone that you configure for your If the import is successful, the page displays Completed status and the number of contacts are added or updated. Assigning a different control script to an existing routing strategy can significantly change how calls are handled. If a control script is not assigned to a routing strategy, the default Only the contacts that are sourced from Control Hub are selected. Enter a description for the block. If this is an email routing strategy, set this parameter to a value high enough to avoid overflow. Webex App; . from an external HTTP URL based on an account number that is retrieved (through a preceding Collect Digits block). assigned to routing strategies. If no selection is made, the caller's ANI will be used. For more information, email us at info@workflowconcepts.com or call 207-558-8600. 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. A score of between 0 and 1 is associated with each contact. Displays the name you assign to the strategy. 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. is used as an exception to the default schedule. or a valid e164 external PSTN number. If the call is queued for longer than the length of the audio content, the audio file loops back and restarts from Users then have to enter codes from an authenticator app on their mobile devices to sign in to Webex. If the requester rejects the call, the callback request is marked as cancelled. When you delete a current team capacity strategy, the next strategy scheduled for that time period is activated. Parameters for a proxy queue include site and team. The capacity of these teams is based on the provisioned team capacity setting, which can override the team capacity strategies. Click the ellipsis button beside the file name and click Edit. Get notified over email when there is an outage or maintenance is scheduled, started, or ended for a UC application. Custom control script are created by Professional Services and must be uploaded to the Management Portal before they can be 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. The spread must total The Task page appears, displaying the import status. considerably reduce the number of time calls wait in a queue. 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 selected for the group. Capacity Based teams dont have specific agents assigned to them, and the agents dont use the Agent Desktop. 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. 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. For more information, see Sites, Create a team, and Users. a score of 0.8. 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. If you don't check this check box, the changes only apply to new calls. Currently, Control Hub supports up to 200,000 contacts per organization. The system automatically performs validation. this routing strategy. You can delete the current strategy, but don't delete it before you create a different strategy for the same time interval. 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. See Specifying Call Distribution Settings for more information. An incoming call arrives at an entry point where the caller is presented with three Before modifying a team capacity strategy, be aware of the following: Although you cannot copy the current team capacity strategy, you can modify any of its settings except those that affect execution Group 1 because you cannot delete the first group. A strategy that has no default flag default overrides the default strategy. A customer calling the contact center can be offered an option to receive a callback rather than waiting in the queue to connect to an agent. 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. If any settings conflict with an existing routing strategy, a message informs you. Webex Contact Center AI capabilities enable a new generation of virtual voice assistants and automation. The cumulative specified queue time for all groups in the Call Distribution section of the routing strategy mustnt be greater can modify any setting that does not affect execution time or date. Specifies whether the strategy repeats daily or only on specific days of the week. Custom control scripts can be modified only by Professional Services, after which they must be updated as described in Uploading a Custom Control Script. In the CSV bulk add or edit contacts page, select one of the following options from the drop-down list: In the Upload CSV data section, click Choose a file or drag and drop the CSV file to upload. team capacity strategy exists for a team, the system uses the capacity value provisioned for the team. Queues for which no priority value is specified The date the strategy is scheduled to end. To specify a name for a path, click a green connector line and in the dialog box For example, an outsourcer Kindly advice if it is possible to do so. required settings for a group vary depending on the type of routing strategy the group is created for. or must not have a matching value. For example, suppose that TeamA can take calls from queues Billing and Sales. a team based on the current allocation of calls among the teams based on the day's tally. File. Its a user. Alternately you can configure the queue routing strategy to assign multimedia contacts (Chat, Email, Social Channels) to your the caller. All users can search for and view these contacts in the Webex app. along with the call. You can copy or modify a control script. To save your settings to the routing strategy, click Save. All blocks except the Start block have one input connector, represented by a black-filled circle at the top of the block. file name in the Control Script Name field, it is overwritten by the name of the file you uploaded. a Collect Digits block in the call flow. This field shows the entry point for which youre creating the strategy. 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. Displays the time zone if you enable the Multiple Time Zone feature when you create the entry point or queue. routing strategy for the entry point that sends calls to this queue. Do not delete then when the number of calls in queue reaches this value, they will be sent to the entry point or queue specified in the Assign a priority to as many queues as you want. Click the Edit button to open the Edit Call Distribution Group dialog box where you can edit the group's settings. the beginning. Update phone numbers for users in the Azure Active Directory. Web Conferencing Control Hub Manage, analyze, and secure your Webex services Control Hub offers a holistic view of all your Webex services. To assign a control script and parameters to a routing strategy: Open the Routing Strategy module and on the Call Routing Strategy page, display the list view. You can view the image file associated with a control script on the Control Scripts page or by clicking the Image link in The Reset Counter block resets the internal counter of a Counter block. Specifies a comma-separated list of CAD variables to be sent on the request. For any questions, please contact Customer Support at (800) 213-1315 or (801) 379-3000. . Enter a name for the menu or accept the default name. The date the strategy is scheduled to start. It offers a complete calling solution, integrating calling with meetings, messaging and contact center. In this case, pressing '0' sends callers to 2222 rather than 1111. The audio (WAV) file must meet specified requirements. You can predefine the email template that agents use to communicate with customers. 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 The benefits of managing sites in Control Hub include: Unified license assignments across all Webex services, such as Meetings, Messaging, and Calling. Suppose, for example, that Group 1 has two teams with priorities 1 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. Optionally, upload the associated control script image file as follows: click the Browse button in the Control Script Image field and, in the dialog box that opens, navigate to the image file in your system and A strategy that is not flagged as default overrides the default strategy and is used as an exception to the default schedule.The Transfer intercepted calls to a phone numberWhen a user from the intercepted location makes any outgoing call, the call is transferred to a designated number. Enter or modify the settings as described in the following tables. You can add up to 20 email routing rules. For more information, see Create an Entry Point. Create or upload a call control script that defines how to treat the call. If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in Assigning Skill Requirements to Incoming Calls. When you select Skills Based as the routing type, two more settings appear for you to specify how to route a call when more Self-paced courses covering the usage and operation of Webex . When you modify a strategy that is not the current strategy, your changes take effect according to the scheduled times specified Click Export errors to CSV to download the error list. The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Agent, Supervisor, Administrator, whatever. For example: CUCM Video Conf Bridge Out of Resource Count High, CUCM MTP Out of Resource Count High. Under Incoming Calls, choose Allow all incoming calls or Intercept all incoming calls. With native registration to Webex Calling and Control Hub, network administrators can easily manage and monitor wireless devices at remote sites. This . For each branch, select the DTMF digit or symbol that must be entered for the call to take that branch. Instead, the system retries the first team's DN according to the specified number of times for the strategy If the status of a team (displayed in the Status column) is Not Available, calls will not be distributed to that team until In the Call Flow Image dialog box, click the Browse button and in the dialog box that opens, navigate to the image file in To create another group, start again at step 6. to the team are associated with that skill profile. 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. the listed strategy you want to modify and select. assigned a different multimedia profile. Time values that are used in the routing strategies are based on the time zone you configure for the entry point or queue. You can configure 50 responses per language, per queue, for a total of 300 responses per queue. An inactive matching variable exists; the system does not store data for inactive variables. In other words, this strategy allows you to specify an upper limit on the This button is not displayed on Group 1 because the strategy must have at least one group. Under Incoming Calls, choose Allow all incoming calls or Intercept all incoming calls. This is an optional feature; you do not have to set up queue precedence for teams. also include controls for specifying skill requirements for calls that arrive at the entry point, as described in Assigning Skill Requirements to Incoming Calls. If you are editing a group for a skill based strategy, click the Skill Relaxation tab where you can modify, delete, or add To delete a displayed setting, click Delete button to the right of the setting. Click on Settings and then Synchronize Users. and click Edit. Drag flow control blocks to the canvas to add them to the call flow. The cumulative total queue time configured for all groups in the Call Distribution section of the routing strategy mustnt If your enterprise subscribes to the Multimedia feature, each agent is associated with a multimedia Watch Video Enhance Webex Contact Center with AI technologies. This is mandatory. If this is an inbound queue routing strategy, specify the teams that you must associate with this strategy and organize them queues that have reached the limit. Webex messaging, video, and calling tools let agents and subject-matter experts work together to optimize every customer engagement. Skill Relaxation tab. The copy function enables you to create backup copies of prompts and other resource files. To add skill requirements for another path, start again at step 4. on whether or not the condition is met. For more information on the error messages, see the 'Error messages' section. See Specifying Call Distribution Settings for more information. If the call fails (for example, the call is not answered or is answered by a recorded message or a busy signal), the callback If you are modifying a global routing strategy: Click the Routing button on the menu bar, select Global Routing Strategies, select the Entry Point or Queue button on the upper-left side page. ratios specified in the strategy. You can't change the strategy name after you create it. You can also download the existing CSV file and use it to update existing organization contacts. The system will capture data for a CAD variable This block has the following parameters and no outputs. Select Yes if you want this to be the default team capacity strategy for this site. The system queues callers for the longest available agent across The four skill types are described in the 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. If you select All from the drop-down list, all agents in Current (appears in Red) means this is a snapshot of the currently running strategy. Integration of Power BI with Webex control hub, Customers Also Viewed These Support Documents, https://admin.webex.com/reports/webexMetrics//metrics, https://admin.webex.com/reports/cannedReports, Power BI intergration with webex control hub. in Queue field. Click the ellipsis button beside the strategy that you want to either restore or permanently delete and do one of the following: To permanently delete the strategy, click Delete. Set to No if youre creating an exception to the default schedule, such as a holiday. version of the strategy. 1/2. 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. For more information, see After adding a flow control block, double-click the block and enter the required parameters in the dialog box that opens. Click Save (if you are creating a new strategy) or Update (if you are modifying a strategy). your system and click Open. 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. You can drag a block from this panel to the canvas to add it to the call strategy. total number of calls the system sends to a particular team. Choose the queue for which you want to define the chat response. 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. When a call comes in, the teams in Group 1 become available The Webex Contact Center flow builder provides a drag-and-drop interface that allows business users to build custom voice contact flows on top of system-generated events (such as agent answer, transfer, hang up) as well as external third-party variables, allowing contacts to be handled with precise workflows and routing. By default, this is the overflow number Shows that the name of the Chat Template used. Click on Provisioning and select Users. Your access privileges determine what you see in the Mapping Details table. template as per your requirement. Click the ellipsis icon to the left of a listed control script and select Copy or Edit. 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 Fetch Variables block has the following parameters and outputs. by empty circles at the bottom and sides of the block. This isnt applicable The color of a CAD variable name indicates the status of the variable. to each contact in the queue based on various factors, such as the importance of the customer or the due time of a particular Control Hub offers media quality data about Webex Meetings and calls using Webex Calling and Call on Webex that can help you pinpoint which users are having meeting and call issues. Select an audio file to play as a prompt. If you delete a strategy without having another one in place, the last strategy used by the system becomes the default strategy You can't have a global routing strategy for Chat and Email entry points. as follows: Click the Call Routing button on the menu bar, select the routing strategy to which the control script was previously assigned, The following table describes the parameters that appear on the Routing Strategy page. given site is associated with the profile assigned to that site unless the team is 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 Common sign-in experience for all end users between different Webex services. parameter. 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. Click the ellipsis button beside the routing strategy that you want to delete and click Delete. 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. Alternatively, Professional Services Get to know Control Hub Get started Hybrid work Align your goals Resources Adoption methodology hear the message "The number youre trying to reach is out of service. Choose the language of the predefined chat response from the drop-down list. From the Routing Strategy page, choose Resources > Audio Files. However, you can also assign a skill profile to an individual agent, which Click Upload. These alerts are only triggered if the administrators configure them by creating a rule. Bearer This limited-duration personal access token is hidden for your security. For details about adding skill requirements to a routing strategy, see the next section Assigning Skill Requirements to Incoming Calls. You can add only one email account for each entry point. The Collect Digits block has the following parameters and outputs. Note that priorities Control Hub is the administration portal for all of the Webex Platform, it covers Calling, Meetings, Teams and Webex Rooms! capacity strategy, but you can modify any setting that does not affect execution time or date. other factors. name of an entry point or queue. Click in each of these fields and use the calendar controls to specify the start date (the date strategy becomes effective) Make your changes. 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. You must set a value for every Specifies whether the strategy is scheduled to be repeated daily or only on specific days of the week. call load: Percentage: The system routes calls to selected teams based on a percentage allocation that you specify for each team in the Call Distribution Regardless of the delivery channel configured, all alerts will always appear in Control Hub. The system makes no further attempts to send the call to that team again. Cisco Webex Contact Center 1.0 Setup and Administration Guide, View with Adobe Reader on a variety of devices. By default, this field adopts the value provisioned for the queue. Login to Control Hub by accessing https://admin.webex.com. Open the Routing Strategy module and click the Queue Precedence button on the menu bar. team. is due tomorrow, while the second one is due the day after, the engine can assign the first email a score of 0.9 and the second After you create a control script, you can associate it with a routing strategy for an entry point or queue and specify values Ensure that you take note of the configuration so that you can re-enter the right values for the Skill Requirements field in case the call control script is modified. Click the horizontal ellipsis button to the left of the listed strategy you want to delete and select Delete. 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). Select a team from the Select Team drop-down list, which includes the names of all teams belonging to the enterprise. Enter the following details: Ensure you use only secure access to mail servers, such as: Mandatory steps to use a Gmail account for an email channel are as follows: Enable the IMAP option if you provide IMAP server to fetch mails in the server in the Gmail settings. On the page that appears, enter a name for the copied file or leave the default name (Copy_ is prepended to the original name). the new location." future use or as a draft to continue with later. The time the strategy is scheduled to start (in 24-hour format) for any given day in the specified date range. . with a static capacity value of up to 10,000 (see Create a team for more information). Requirement : to integrate Power BI with webex control hub to pull analytics data for organization users. The Counter block counts the number of times the call reaches this block. Adding Cisco PSTN for Webex Contact Center via Webex Control Hub. Navigate to Contact Center card. Be sure that you Repeat for each additional CAD variable. As a customer administrator, you can intercept incoming or outgoing calls. . although the start and end times and dates have expired. 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. Here you will find training video links, quick start guides and online Cisco user guides to help you learn and master your new contact center system. For more information, see Working with Call Control Scripts. For more information, see Specifying Call Distribution Settings. The Edit Control Script page appears. Manage settings for existing user Go back to the Webex Contact Center Management Portal. Identifies the chat template used for the routing strategy. You can use the macros multiple times in the settings you specified in the Call Distribution section. flow. You can view or export a list showing the name of each routing strategy that references a specified media file along with Enter a name and optionally, a description for the script in the data fields. If the routing type is Priority, assign priorities. the Webex Control Hub - a single-pane-of-glass solution that provides one central cloud app for . arrival. Click Delete in the Delete Contacts dialog box . Path to take if theres no response or if the response isnt valid. 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 And, then This section lists each team associated with the site along with the team status either In Service or Not Available. but you cant assign percentage spreads or capacities to the teams in those additional groups. The Salesforce connector provides critical customer data at the agent's desktop, improving efficiency . profile, which specifies how many contacts of each media type the agent can handle concurrently. Displays the date on which the strategy ends. For example, use this block to retrieve information Display the Edit Routing Strategy page for the relevant routing strategy (see Modify a Routing Strategy). three minutes for a non-default strategy and if one is found, it becomes the current strategy. From the customer view in https://admin.webex.com, go to Alerts center. By default, this is the overflow number provisioned for the entry point or queue, but you can select an If the scheduled team capacity strategies for the site you want to view are not currently displayed, make a selection from you can schedule an alternate strategy beyond the default strategy for any time interval. Allow only national outgoing callsA user from the intercepted location will only be allowed to make national calls. Click the Skill Relaxation tab at the top of the Add Call Distribution Group page and then click the Add Skill button. control script provisioned for the entry point or queue is used. What's new. The Routing Strategy module provides The To configure a connector on Control Hub, see the Set Up Connectors for Cisco Webex Contact Center article. The End block terminates the call. After you have created all the groups you want, click Close. Displays the time at which the strategy starts (in 24-hour format) for any given day in the specified date range. This status lets you save a If a custom control script changes, it must be re-uploaded to the Portal for changes to take The Menu block plays an interruptible prompt, allowing the caller to enter a DTMF digit or symbol and take the configured is unavailable. The request is sent to the Webex Contact Center system for scheduling. From the Routing Strategy page, choose Resources > Predefined Chat Responses. The Start block signifies the beginning of a call flow. The panel on the left side of the page displays You can use a Capacity Based team to represent a voicemail box Queue Precedence page. Enter in 24-hour format (0000 to 2400) the time of day the strategy will start. When a static load-balancing strategy includes both Agent Based and Capacity Based teams, the system doesn't distribute calls 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 and then overflows the call. Do not update resources that are currently used by the system. To connect the blocks, drag each output connector to the appropriate input connector. Each entry point and queue is associated with one or more routing strategies, which control how calls get serviced at specified Control Hub Administration for Webex Services Control Hub Get Started Section Overview Get Started with Control Hub What's new in Control Hub Provision your Webex services subscription Link Webex sites to Control Hub Provision New Cisco Webex Sites in Cisco Webex Control Hub Get Started with Webex Hybrid Services Phone registration over the Internet. If you are editing a group, the Edit dialog box display all teams available for selection as well as the teams that are currently You do not specify a percentage spread or number for any additional groups. a BusyHourStrategy for the normal day shift and an OffHoursStrategy for non-business hours. You must correct the errors before you can save Inside Cisco IT, we started using Webex Control Hub and haven't looked back. When you select this option, the contacts that are sourced from BroadWorks, LDAP, and UCM are disabled. To add another skill requirement for the selected path, repeat the previous step. When you create a routing strategy for a queue, you must create a minimum of one group of teams; there is no maximum. setting. The Menu block in this example has four outputs: one for each of two branches, plus Timeout and Invalid You can record one audio file for each strategy, so the message can vary by time of day, day of week, holiday schedule, and it becomes available. Mode: If you specified Load Balance in the Routing Type field, select one of the following values to specify how to handle the button to close the dialog box. In addition, you should specify only one group for an outdial queue routing strategy. In the Call Distribution section, click the Delete button on the right side of the header for the group you want to delete. To view or export the references to a media file: Click the ellipsis button beside the file name and click Excel or CSV. You can add more groups, Set up your network so Webex can access all the necessary traffic. A strategy not flagged as the default overrides a default strategy and potentially This status lets you save a strategy for When you update an existing call control script, the value in the Skill Requirements field is reset. Its important that youre clear on what you want to do before changing scripts or script parameters. Active means the strategy will become effective at the specified start time on the specified start date. Click Delete to delete the group. To create or modify a team capacity strategy: The team capacity strategies for the site you selected are displayed. Click the Add Routing Rule button to open the Add Routing Rule dialog box. the routing strategy for the entry point. Click the horizontal ellipsis button to the left of a listed control script and select Excel or CSV. Use the icon beside the rule to edit or delete the rule. Example, if the Play new number announcements are set to 1111 and the Transfer on '0' to this phone number to 2222, callers A control script cannot be saved until If contacts are waiting in queue for an available agent, the routing engine sorts the queue based on the score associated In the Add Call Distribution Group dialog box that opens, select the check box next to each team you want to include in the in the strategy. go to parameter. Keep in mind that calls are directed to the overflow number after reaching the timeout value specified in the Maximum Time Assign a specific priority to only one team within the strategy (for example, When you create a routing strategy, you can mix team types. Click the ellipsis button beside an existing routing strategy with Active status and click Copy. If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. Fully customizable and ready to scale Our out-the-box readyyet fully customizableplatform allows extensive scale and performance. 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. However, image files associated with custom control scripts created by Professional Services must be manually uploaded and Click the Edit buttton to open a dialog box where you can edit the group's settings. is not agent-based. Do not delete a Select the location that youd like to configure for Location Intercept. A control script cannot be saved until 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. the call overflows if the system finds no matching agent. For these parameters, you must select a dummy site and dummy team that If a compatible media player is not installed, a dialog template for email. Choose the subscription to add your new site to, and select Next. Before you can assign a custom control script, it must be uploaded to the Portal (see Uploading a Custom Control Script). When you delete a current strategy, the system activates the next strategy scheduled for that time period. See Specifying Call Distribution Settings for details. The system allows you to add such a team to a group for planning purposes. Each incoming contact arrives at an entry point, from where its sent to overflow destination number), and fail-over settings for agents and teams. The name you enter will be displayed in the Control Script drop-down list for selection when users create or edit a routing effect. Select the CAD variable containing the callback number, such as the ANI that came in with the call or a number collected in block has the following parameters. system uses the default. Manage organization contacts in Control Hub You can now create and modify organization contacts using Control Hub. For more information on the parameters that display on the Routing Strategy page, see Routing strategy parameters. Our guide will walk you through every step. You can set a default value for the variable type you choose. From the Management Portal navigation bar, choose Routing Strategy to view the routing strategies based on the selected time zone. All users can search for and view these contacts in the Webex app. Make the necessary changes to the resource. The Condition block has the following parameters and outputs. Below are the two links, Im trying to access through web in Power BI, however not working for me. If . If the call is not handled within the queue time specified for Group 2, the teams in Group 2 also become available. the Site drop-down list. Only partner or customer admin with full admin rights can create rules. one of two options. to create a routing strategy for future use. which no priority is specified. Select or enter the name of a call associated data (CAD) variable. If the team's actual capacity is higher or lower than the value currently used by the system, the result is either not enough Webex PSTN ( ) : (Webex Contact Center 1.0): . Flag the normal daily schedule as the default strategy. The identification number of the strategy. Skills Based: The system routes calls to agents based on skill requirements that are specified in the Call Distribution section of the To view existing team capacity strategies: Open the Routing Strategy module and click the Team Capacity button on the menu bar. that are not collected in IVR, such as a case number. User Profiles - User Profiles are assigned to users and provide restrictions to what that user can see. priority rating assigned to each team. To reset the parameter fields to the default values, click the Reset button beneath the parameter fields. the call to the next available team. updated. From the customer view in https://admin.webex.com, go to Workspaces and select the workspace that you want to edit. The Play block plays an uninterruptible message to the caller and has the following parameters. . Assigning a different flow to an existing routing strategy can significantly change how calls are handled. When calls arrive at Disable the captcha by logging into https://g.co/allowaccess. the required skills doesn't become available within a specified time interval, you can remove or reduce the skill requirement. 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 Michael Thompson. If a team capacity strategy is not created for a team, the system uses the capacity value provisioned for the team. Click the Errors tab on the left pane to view the error details. Click the Browse button in the Control Script File field and, in the dialog box that opens, navigate to the control script file in your system From the Create Routing Strategy or Edit Routing Strategy page, go to the Call Distribution section of the page and click Connect our app to help your team stay more secure by preventing calls from fraudulent scammers known for extracting security information. You can't copy the current strategy, but you is a description of each column. You can assign a skill profile to each agent-based team. To view strategy information, click the button next to the strategy you want to view, and then click Edit. will not affect the recurring scheduled version of the strategy. If errors are found, they are listed in a message at the top of the page. A teams capacity setting represents the number of simultaneous calls the team can handle. If you enable the Multiple Time Zone feature for your enterprise, you can configure entry points and queues with time zones. in the Control Script Name field if you want to. The calls are then distributed to the specified queue where they wait for an agent with the required skills. You can delete the current team, it sends no additional calls to that team. The Collect Digits block plays an interruptible prompt and collects a DTMF string (digits 0 - 9) of a specified length from 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. The Web Callback feature enables visitors to your enterprises Web site to complete and submit a callback request specifying input from the callback requester to proceed. You can view a list of currently deployed routing strategies for multiple entry points or queues. Call Distribution settings to determine which teams receive calls, and in what order. 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 contact with the highest score is assigned to the first available agent. When you click your name button on the upper-right side of the Routing Strategy page, any time zones you configure for entry points or queues appear in a drop-down list. Select the name of the call-associated data (CAD) variable to which the entered data will be stored. Lists the associated call flows when a routing strategy is executing. 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