100. queue according to routing strategies in the Routing Strategy module. Instead, the system retries the first team's DN according to the specified number of times for the strategy Your learning platform uses cookies to optimize performance, preferences, usage & statistics. Mode: If you specified Load Balance in the Routing Type field, select one of the following values to specify how to handle the Transfer on '0' to this phone numberThe caller is transferred to the number entered when 0 is pressed. If the scheduled team capacity strategies for the site you want to view are not currently displayed, make a selection from In the following example, a connection is missing for the Menu blocks Timeout output. Choose Weekdays if you want to schedule the strategy to run from Monday through Friday only. queue for distribution among teams at contact center sites according to scheduled The cumulative total queue time configured for all groups in the Call Distribution section of the routing strategy mustnt 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 You can manage the configuration of your VG420/VG400 within Cisco Webex Control Hub. You can only update or delete organization contacts that were created in Control Hub originally. Only GIF and JPEG file formats are supported. For more information, see Create a Chat+Callback Template. Self-paced courses covering the usage and operation of Webex . handling, Upload who doesnt answer, the system continues to try matching other available agents any number of times, without regard to this 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. At the Routing Strategy page, choose Routing > Routing Strategies. added group. strategy (based on active call conditions). 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 . Click the gears icon. handling. Static: The system routes calls to specific teams on the basis of a predefined percentage or numeric allocation at the time of call 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). 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. to Agent Based teams even if the call volume exceeds the capacity of the Capacity Based teams. You can't change the strategy name after you create it. Press 0 now if you wish to In the queue routing strategy, you specify options for identifying agents to service the incoming calls. groups and specify the call routing algorithm and applicable parameters as described in Specifying Call Distribution Settings. Assigning a different control script to an existing routing strategy can significantly change how calls are handled. Connect our app to help your team stay more secure by preventing calls from fraudulent scammers known for extracting security information. Enter a value in the text box and select the is or is NOT button to indicate whether the agent handling the call must have The Counter block has the following parameters and Agent Based teams have a known number of agents assigned to teams. Administrators can configure alerts to be delivered through email, webhooks, or in a Webex App space. When choosing Announcements, select the default greeting, or upload a custom audio greeting from the drop-down list and then click Upload File. Webex. or date. hear the message "The number youre trying to reach is out of service. Webex Monitoring Service in Control Hub You can collect baseline data on your organization's network when using Webex services with the Webex Monitoring Service. adding that agent's team to the routing strategies for multiple queues. Keep in mind that calls are directed to the overflow number after reaching the timeout value specified in the Maximum Time Subscribe to maintenance and outage notifications. is used as an exception to the default schedule. Webex Contact Center; Webex Desk and Room Series; Webex Events (classic) Control Hub; Help by industry. Select the entry points or queues that are associated with The routing strategy for Web Callback uses a specialized call control script that typically includes IVR treatment that requires If this is an entry point strategy for Skills-Based routing, assign skills requirements as described in Assigning Skill Requirements to Incoming Calls. before teams in the next group become available to handle them or until skills are relaxed or removed as specified in the Group 1 because you cannot delete the first group. To view strategy information, click the button next to the strategy you want to view, and then click Edit. is unavailable. Click on Settings and then Synchronize Users. Under Phone Number Announcements, choose from the following options, and enter the number redirects: Play new number announcementsThis number is announced to the caller as the new number to call. You can copy or modify a control script. If you are editing a group for a skill based strategy, click the Skill Relaxation tab where you can modify, delete, or add Creating the outdial entry points to use for Web callbacks (see Create an Entry Point). Manage organization contacts in Control Hub You can now create and modify organization contacts using Control Hub. Under Incoming Calls, choose Allow all incoming calls or Intercept all incoming calls. For a description of each block and its parameters, see Call Control Block Descriptions. Select the location that you'd like to configure for Location Intercept. Below are the two links, Im trying to access through web in Power BI, however not working for me. In the following example, the Start block is connected to a Menu block that plays an audio file prompting the caller to enter Enter the URL from which the variables are to be retrieved. Your Personal Access Token Log in required for access token. From the customer view in https://admin.webex.com, go to Services > Calling > Locations. To edit, you must log in to Control Hub. Thus, agents can see only 50 responses at a time. Active means that the strategy is in effect at the specified start time on the specified start date. Click in each of these fields and use the calendar controls to specify the start date (the date the strategy becomes effective) From the Routing Strategy page, choose Resources > Predefined Emails. Select or enter the name of a call associated data (CAD) variable. 5. 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. The current queue priorities for the selected team are displayed in the Priority column. To add the macro variables, place the cursor where you want the variable. The page displays the list of control scripts and associated image files along with creation date, date of last update, and Enable the Less Secure Apps flag in the Gmail account settings. in their queue based on the language settings in their local browser. This option is not available for proxy queues: Longest Available Agent: The system routes calls to the agent who has been available for the longest time among all the agents on all the teams assigned You can view or export a list showing the name of each routing strategy that references a specified media file along with default overrides the default strategy. team, it sends no additional calls to that team. This number is automatically assigned by the system. Call-Associated Data list on the lower left side of the Call Control section. You can choose to see the audio files, predefined emails, or predefined chat responses. Login to Control Hub by accessing https://admin.webex.com. For Skills Based routing, if the call is in the last group, Displays the time at which the strategy starts (in 24-hour format) for any given day in the specified date range. The Task page appears, displaying the import status. then when the number of calls in queue reaches this value, they will be sent to the entry point or queue specified in the Enter or modify the settings as described in the following tables. Note that priorities If the team's actual capacity is higher or lower than the value currently used by the system, the result is either not enough View Infographic 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. Under Incoming Calls, choose Allow all incoming calls or Intercept all incoming calls. Small business account management (paid user). What's new. or must not have a matching value. Ensure you have Administrator privileges for Microsoft Teams. to the team are associated with that skill profile. This field fetches the connectors that are configured under Integrations on 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 editing control scripts. arrival. You can use a Capacity Based team to represent a voicemail box Toggle the button to change the settings for the workspace. Dansk; Deutsch; English; Espaol; Franais; Italiano; The Reset Counter block has the following parameters. Welcome to Veracity Network's Webex Contact Center training page. 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 Consistent security policies across all Webex services. To add another skill requirement for the selected path, repeat the previous step. You cannot edit the language of the chat reponse. Data is updated every minute for Webex Meetings and Call on Webex so . For more information, see Working with Call Control Scripts. Select the location that youd like to configure for Location Intercept. You can also create a new strategy by editing an existing strategy and changing the parameters in accordance with the requirements. Optionally you can select other CAD values that came in with the call for delivery along with the callback request. 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. If no selection is made, the caller's ANI will be used. Select an operator from the drop-down list: Select an option to specify whether Operand 2 is an existing CAD variable or a literal value that you specify. The spread must total The capacity of these teams is based on the provisioned team capacity setting, which can override the team capacity strategies. After you have created all the groups you want, click Close. of the Control Script list box to display it. you define for the selected queue. table provides details about the current routing strategies for the selected entry points or queues. Displays the name you assign to the strategy. The percentage spread total must equal 100 across all teams selected for Group 1. An experience center. Bearer This limited-duration personal access token is hidden for your security. Contains the text for the chat response. call to another entry point or queue. Allow Users to Host Meetings from a Video Device Without a PIN in Webex Site Administration. Click the horizontal ellipsis button to the left of the listed strategy you want to modify or copy and select Edit or Copy. Inside Cisco IT, we started using Webex Control Hub and haven't looked back. You can create a non-default strategy, such as a holiday schedule As a customer administrator, you can intercept incoming or outgoing calls. Load Balance: The system routes calls to agents based on load-balancing conditions that you set in the Mode and Type fields and in the Custom control script are created by Professional Services and must be uploaded to the Management Portal before they can be try to send the call to team1, then to team4. Create separate entry points and queues for each media type. You If this is a routing strategy for an outdial queue, you must specify a team in the Call Distribution section. system uses the default. queue time (that is, the cumulative queue times for all groups in the routing strategy). You can now create and modify organization contacts using Control Hub. In the Call Control section of the page, re-select the control script from the drop-down list, edit parameters if necessary, the listed strategy you want to modify and select. As a customer administrator, you can intercept incoming or outgoing calls. Set the status to Not Active to save it as draft. Select Active if you want the strategy to become effective on the start date you specify in the Start Date field. Phone registration over the Internet. 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%. Verify users have accounts activated in the Webex Control Hub. Use the icon beside the rule to edit or delete the rule. If you choose Intercept all incoming calls, choose the features that you need. 6. Click the ellipsis button beside the strategy that you want to modify and choose Edit. to create a routing strategy for future use. Path to take if the caller enters an acceptable DTMF string. Alerts center in Control Hub is a central place to manage alerts for your Webex deployment. For more information, see Scheduling Team Capacity. On the Overwrite Resource page, click Browse. destination number provisioned for the queue. Its important that youre clear on what you want to do before changing scripts or script parameters. After a control script is available for selection, it can be assigned to new or existing routing strategies. The app uses Webex Contact Center's "/search" API powered by GraphQL. will not affect the recurring scheduled version of the strategy. Click Apply to apply your control script and parameter settings. Therefore, it is important that you adjust that timeout value so that it is greater than or equal to the total 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. Control Hub is the administration portal for all of the Webex Platform, it covers Calling, Meetings, Teams and Webex Rooms! Click the Manage button to display the Call Flow Paths window. Select the call flow type: Entry Point or Queue. Define the skills. to the next available team. Webex Meetings and Webex App Integration of Power BI with Webex control hub Options 1749 5 1 Integration of Power BI with Webex control hub mayank-trivedi Beginner Options 11-24-2020 01:24 AM Requirement : to integrate Power BI with webex control hub to pull analytics data for organization users. When a static load-balancing strategy includes both Agent Based and Capacity Based teams, the system doesn't distribute calls Webex Calling delivers a powerful and flexible cloud-based phone system. the name of the associated entry point or queue. Click the Edit buttton to open a dialog box where you can edit the group's settings. certain targets. Select the queue that you plan to associate with this routing strategy. or update the associated image file. outputs. Select the name of a CAD variable, then click + to add it to the list. An inactive matching variable exists; the system does not store data for inactive variables. to it. You can download the CSV template from Control Hub and add organization contacts. Cisco recommends setting this to 1800 (30 minutes) or to three times the average Click Save (if you are creating a new strategy) or Update (if you are modifying a strategy). and end date (the date the strategy expires). total number of calls the system sends to a particular team. If you're ready to start using the Webex APIs, keep reading. Its a user. But when you go into screen sharing mode you still can activate the White Board function with option to save the White Board screen to a Webex space or to Onedrive . Click the Edit button to open the Edit Call Distribution Group dialog box where you can edit the group's settings. To configure a connector on Control Hub, see the Set Up Connectors for Cisco Webex Contact Center article. Show User's Directory Information on Contact Cards in Webex. The page displays the list of control scripts and associated image files. Learn more about how Cisco is using Inclusive Language. If your enterprise uses the optional Skills-Based Routing feature, the Call Control settings for an entry point strategy can In a load balance strategy using percentage allocation, the system doesn't route a call to a second team when the first team The queue precedence function allows you to assign the order in which calls are routed from queues to teams, on a per-team Specifies the destination to which calls are distributed when they exceed the Maximum Time in Queue setting specified in the A teams capacity setting represents the number of simultaneous calls the team can handle. Each incoming contact arrives at an entry point, from where its sent to All rights reserved. You can create scheduled team capacity strategies to override these settings in response to changing contact center conditions. . with this routing strategy. with each contact. By default, this is the overflow number From the Management Portal navigation bar, choose Routing Strategy to view the routing strategies based on the selected time zone. 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. This setting doesnt apply to Skills Based routing strategies. See this article for details on how to set up alerts for participants who use Webex Meetings and Webex Calling. If . Open the directory on your system where the image file is located and then drag and drop it into the designated area of the In this case, the system checks every Work with Webex Contact Center Operations to create routing strategies configured to use a specialized call control script. strategy (see Assigning Call Control Scripts and Parameters). Webex Contact Center supports new digital channelsFacebook Messenger, WebChat, Email, SMS, and WhatsAppwith enhanced capabilities. Choose All Days if you want to schedule the strategy to run every day. Reassign a User's Recordings to Another Webex Account. To copy a custom control script, upload it as described, but enter a different name in the Control Script Name field. You can change the text For configuring the skill requirement, see Assigning Skill Requirements to Incoming Calls. If this occurs, either create a new strategy for the current time The upper section of the list view displays a table that lists all routing strategies available for the selected entry point By default, this field adopts the value provisioned for the queue. 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 Service-generated alerts for Dedicated Instance Alerts center in Control Hub is a central place to manage alerts for your Webex deployment. From the customer view in https://admin.webex.com, go to Users and select the user that you want to edit. 2. capacity strategy, but you can modify any setting that does not affect execution time or date. Assign multimedia profiles to sites, teams, or agents. If appropriate, change the script's default parameters in the fields displayed. However, image files associated with custom control scripts created by Professional Services must be manually uploaded and Assign the skill profiles to teams or agents. Enter the value to set on the CAD variable. Update the credentials in the routing strategy and click Save. This enables agent-editable fields 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. The name you enter will be displayed in the Control Script drop-down list for selection when users create or edit a routing entry point or queue from the drop-down list instead. If you are creating a group for a priority-based strategy, assign a priority to each team in each group by making selections file name in the Control Script Name field, it is overwritten by the name of the file you uploaded. 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. Click Upload. and then click Apply. Select Calling and choose Call or queue. Request Variables. Instead, the system retries the first team's DN for the number of times that are specified for the strategy, To save your settings to the routing strategy, click Save. 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 The File field displays the path and file name of the uploaded file, and the Resource Name field displays the file name. For example, Queue 1 could have To create another group, start again at step 6. Teams in Group 2 and later serve as escalation groups; that is, their availability to handle overflow from Group 1 teams can Control Hub and WCC . To do so, you must know exactly which Sales queue to Teams A and B, and you have access rights only to Team A, the mapping table shows only Team A as the destination This parameter appears only if an entry point or queue other than the provisioned overflow number is selected for the On Overflow and then overflows the call. A strategy that is not flagged as default overrides a default strategy When a control script is created or modified using the call flow builder interface available through the New button on the Custom control scripts can be modified only by Professional Services, after which they must be updated as described in Uploading a Custom Control Script. replaces the default schedule. The dialog box closes and the File field displays the path and file name of the uploaded file. Name of the Fetch Variable Block. 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. routing strategies, scheduled team capacity strategies, and queue precedence that opens, enter a name and optional description. File. the Delete button to the right of the setting for that skill. Click Save to save changes, which become effective immediately. The color of a CAD variable name indicates the status of the variable. Changes to the strategy don't affect the recurring scheduled when there are more than two contacts. If a team capacity strategy is not created for a capacity-based team, the system uses the capacity value provisioned for the Skill requirements specified for the default path will be used for any path that doesnt have skill requirements assigned Open the Routing Strategy module and click the Queue Precedence button on the menu bar. This number can be an internal company number or extension, Select the CAD variable containing the callback number, such as the ANI that came in with the call or a number collected in Click the Add Routing Rule button to open the Add Routing Rule dialog box. Enter in 24-hour format (0000 to 2400) the time of day the strategy will start. You must Create a Chat Template before you create a Chat Routing Strategy. Click the horizontal ellipsis button to the left of a the strategy you want to modify and select Edit. If you enable the Multiple Time Zone feature for your enterprise, you can configure entry points and queues with time zones. Manage (add, delete, modify, or view) contacts in your organization using a CSV file. From the customer view in https://admin.webex.com, go to Alerts center. of those from Sales. drop-down list, and then click Upload For more information, see Skill Profiles. Control Hub is the central interface to manage your organization, manage your users, assign services, view usage analytics, and more. default greeting, or upload a custom audio greeting from the the Webex Control Hub - a single-pane-of-glass solution that provides one central cloud app for . not have specific agents assigned to them, and the agents do not use the Webex Contact Center Agent Desktop. 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. input from the callback requester to proceed. selected for the group. Keep up to date with your Webex services by setting up alerts. see Assigning Call Control Scripts and Parameters. the Routing Strategy module displays a list of call control scripts and provides authorized users with an interface for creating system and click Open. and 4, and Group 2 has two teams with priorities 2 and 3. 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. . 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 After making your changes in the Edit Call Distribution Group dialog box, click the Save Group button and then click the Close as default, and if none exists, the system uses the default strategy. or too many calls for agents to handle, making strategy design more challenging. Select an existing CAD variable name from the drop-down list or click the User specified button and type a literal value. 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. On the Management Portal, click the gears icon in the upper-right corner to view the three or four Tab keyed settings panel. In addition, If you do not enable the Multiple Time Zone feature for your enterprise, time values in routing strategies are based on the As drop-down. Once the rules are created, it will take maximum of 6 hours to start receiving the notifications. In the case of given site is associated with the profile assigned to that site unless the team is 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 There are two categories of alerts: Threshold-based and Service Generated. period, or copy the default strategy and correct the time settings. the right of the text box. . Queue time is the amount of time that calls in the previous group will remain in queue Webex PSTN ( ) : (Webex Contact Center 1.0): . Ensure users are registered to the Cisco Webex Calling or Unified Communications Manager. 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 Management and analytics overview Click Update to save your changes to the routing strategy. If you don't check this check box, the changes only apply to new calls. Select an entry point or queue from the Select Entry Point/Queue drop-down list. Notifications indicate new features or necessary account 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. On the Upload Resource page, click Browse. Script Image field and, in the dialog box that opens, navigate to the image file in your system and click Open. To send location calls to the voicemail of an individual user, check the Send all calls to voicemail check box. and end date (the date the strategy expires). 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. Select the name of the counter to be reset. For any questions, please contact Customer Support at (800) 213-1315 or (801) 379-3000. . The contact with the highest score is assigned to the first available agent. Select or type the name of a CAD variable, then click + to add it to the list. 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 Export errors to CSV to download the error list. An organization can have a single predefined or an agent group, which Webex Contact Center doesnt manage. On the Skill Assignment Page that appears, click the Add Skill button. and the end date (the date strategy expires). That is, the system checks first for a strategy that has no default flag, and if none exists, You cannot use the predefined email templates for quick-reply emails. Capacity-based teams do Displays the time zone if you enable the Multiple Time Zone feature when you create the entry point or queue. Click the Add Group button at the top of the Call Distribution section to create a new group, as described in Assigning Teams and Skill-Relaxation Settings to Groups. The calls are then distributed to the specified queue for distribution to agents An incoming call arrives at an entry point where the caller is presented with three For a Contact Center service administrator, go to User Details > Administrator roles. There are two categories of service alerts for Dedicated Instance: Proactive alerts and Maintenance alerts. The date the strategy is scheduled to start. enterprise (typically headquarters). Create an entry point routing strategy and select the flow that you created. If there are calls in the queue when the modifications are made, the existing queued calls follow the original Deactivate the status to hide it from the agents in Agent Desktop. In the Call Control section of the page, make a selection from the Control Scripts drop-down list. Only files with the .wav extension can be copied. Groups that specify skill-relaxation settings can include added teams but are not required to. team capacity strategy exists for a team, the system uses the capacity value provisioned for the team. available for the longest time. The Control Script column parameter. 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 you selected Increase or Decrease, drag the slider to change the skill-level setting. your system and click Open. that opens. For more information, see Create an Entry Point. Click Active if you want the strategy to become effective on the start date that you specify in the Start Date field. This block has no parameters and no outputs. This block has the following parameters and no outputs. For example, an outsourcer You can't have a global routing strategy for Chat and Email entry points. In static routing, the system assigns calls to a team based on the allowable number of calls specified for that team location. Remember that the accuracy of call routing to Capacity Based teams When a call comes in, the teams in Group 1 become available Authorized users assign an agent profile to one or more teams. capacity. the call to the next available team. Click the ellipsis icon to the left of a listed control script and select Copy or Edit. template for email. value for the skill. For each branch, select the DTMF digit or symbol that must be entered for the call to take that branch. User Profiles - User Profiles are assigned to users and provide restrictions to what that user can see. Identifies the chat template used for the routing strategy. Enter the URL from which the variables are to be retrieved. After you have finished adding and connecting blocks, click Save to save the control script. the script. You can add only one email account for each entry point. Select each icon that represents a day on which you want to schedule the strategy. Click the ellipsis button beside an existing routing strategy with Active status and click Copy. If a control script is not assigned to a routing strategy, the default If the mode is Number, enter the number of calls to be routed to each team. For example, use this block to retrieve information 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 select an entry point, the symbol for the call control block changes as shown below after you click OK. If the team's actual capacity is higher or lower than the value currently used by the system, the result is either not enough Displays the time at which the strategy ends (in 24-hour format) for any given day in the specified date range. You can edit or delete the email account using the icons beside the For more information, However, if any queue has reached the capacity of 50 messages, the system displays an error message with the names of the that are not collected in IVR, such as a case number. Specify the number of additional seconds the user has to enter the requested string after the audio message has finished playing If a flow is not assigned to an entry point routing strategy, the default flow provisioned Suppose, for example, that Group 1 has two teams with priorities 1 The calls are then distributed to the specified queue where they wait for an agent with the required skills. The New Call Flow page appears, displaying a Start block in the canvas area. Set to No if youre creating an exception to the default schedule, such as a holiday. skill requirements were assigned to the calls in the routing strategy for the entry point that sends calls to this queue (see Assigning Skill Requirements to Incoming Calls). Select Yes if you want this to be the default team capacity strategy for this site. A team can handle contacts from more than one queue. name of an entry point or queue. Assign a priority to as many queues as you want. options. is enabled, every site is associated with a multimedia profile. Ways to Add Users to your Control Hub Organization. Adding Cisco PSTN for Webex Contact Center via Webex Control Hub. table that follows. 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. You can configure call intercept at location level, user level, and workspace level. Each agent-based team at a The call takes the True or False path depending To specify a name for a path, click a green connector line and in the dialog box in the skill you select from the drop-down list. and then click Apply. This means that the system first checks for a strategy that is not flagged Click the Image button in the Image column that corresponds to the custom control script for which you want to view, upload, a name, phone number, and callback time. If the requester rejects the call, the callback request is marked as cancelled. name of an entry point or queue. and the system will try the four teams based on their team priorities across the two 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. Each capacity-based team is provisioned If errors are found, they are listed in a message at the top of the page. The system queues callers for the longest available agent across For more information, see Create an Agent Profile. Understand operations at every level Get real-time insights into user adoption and engagement, historical quality of service, calling metrics, Webex messaging engagement, and device utilization. For a skills based strategy, adding a team to the second and subsequent groups is optional. settings specified in the Routing Strategy module. See Specifying Call Distribution Settings for more information. The date the strategy is scheduled to end. is optionally rescheduled based on the maximum callback attempts allowed and the retry attempt interval provisioned for your associate the retrieved information with the call. This field shows the entry point for which youre creating the strategy. flow. Enter a name and optionally, a description for the script in the data fields. For information about Contact Center-specific privileges of all Control Hub administrator roles, see the article Administrator Roles for Webex Contact Center. In this case, pressing '0' sends callers to 2222 rather than 1111. 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 By default, only mono recording is enabled for all tenants. along with the call. Contact your platform administrator. block has the following parameters. You can set a default value for the variable type you choose. in the Call Flow Paths dialog box. On the Routing Strategy page, choose an entry point or queue from the Select Entry Point/Queue drop-down list. strategy. for email and chat routing strategies. in the strategy. and no outputs. You must correct the errors before you can save Call Distribution settings to determine which teams receive calls, and in what order. Regardless of the delivery channel configured, all alerts will always appear in Control Hub. Specify the queue time, in seconds. Select the connector from the drop-down list. 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 following options, and enter the number redirects: Small business account management (paid user), Transfer intercepted calls to a phone number, Call If this is an email routing strategy, set this parameter to a value high enough to avoid overflow. Webex App; . in the strategy. 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 is an email routing strategy, set this to a high value to avoid overflow. See Specifying Call Distribution Settings for more information. before you can restore the strategy. Cisco recommends setting this to 1800 (30 minutes) or to three times the average queue length during busy hours. A score of between 0 and 1 is associated with each contact. Double-click the Start block and specify the call flow type (entry point or queue) and other parameters in the dialog box You can easily create a new strategy from an existing strategy, change some settings, and save it as a new strategy. If you entered a different You can select different teams or change the queue time. You can add more groups, ", Manage organization contacts in Control Hub. Welcome to the Webex Community. (Note that these can still be filtered out by Agent Desktop settings 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. Enter the site name, time zone, and choose where you want to manage your users. . 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. If both of these options are checked, its possible to enter two different numbers for each option, but it results in a misleading If both of these options are checked, its possible to enter two different numbers for each option, but it results in a misleading Webex Calling offers: Device control from Control Hub. Common sign-in experience for all end users between different Webex services. Capacity Based teams dont have specific agents assigned to them, and the agents dont use the Agent Desktop. Displays the date on which the strategy ends. After 30 days, the system permanently deletes the routing Digital channels enhance the reach of any business. You can delete the current strategy, but don't delete it before you create a different strategy for the same time interval. and is used as an exception to the default schedule. if none exists, the default strategy is used. box opens and prompts you to download a player. Cisco Webex Go Learn . 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