Learn more about how Cisco is using Inclusive Language. For more information, When set to Active, the routing override activates and deactivates on the dates and at the times specified in the related Start and End Date and Start and End Time SBR classifies the calls into subsets. You can use this activity in a loop. You can also create a new strategy by editing an existing strategy. (Optional) Use the sort button at the end of the table to chronologically sort the strategies. Click Yes to confirm overwriting the audio file. Only files with the .wav extension can be copied. You can't change the name after it's created. The New button is disabled if your organization already has a predefined email template. In this case, you must modify the settings before the override restores. 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. SSO lets people use one set of credentials to sign in to multiple applications. Don't use the EscalateCallDistributionGroup Webex SSO uses one unique identifier to give people in your organization access to all enterprise applications. On the Select a Single sign-on method page, select SAML. Routing strategies will be obsolete in the future. No, only administrators who have configured SSO in Webex Administration are affected. Webex SSO uses one unique identifier to give people in your organization access to all enterprise applications. When you create or modify a queue routing strategy, the following options appear: Agent-Based teams have a known number of agents that are assigned to teams. Contact Us All the ways to connect Calling Make and take calls across all devices with a powerful enterprise cloud phone system that keeps everyone within reach. Preconfigure one or more flows that you can apply quickly as an override when needed. You can choose to see the audio files, predefined emails, or predefined chat responses. 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. Contains the status of the predefined chat response. An IdP configured to provide SAML assertions with the user account information and SAML system IDs. (Optional) To display the details of a routing override or to edit it, click the ellipsis button at the left of the listed override and then click Edit. about the GetQueueInfo activity, see Get Queue Info. Specify how users access the Webex site. a preferred agent if that preferred agent isn't immediately available. Exported metadata fields include the following: This feature is only for administrators who have SSO configured in Webex Administration and who do not yet manage their sites in Control Hub. If no strategy is specified for a time interval, and there is no default strategy for the time interval, the last strategy Agent-based Routing is an optional feature that routes or queues a contact to the preferred agent directly. Configure the Queue To Agent Activity in the Flow Designer. Site administrators have the option to set up their organization with single sign-on (SSO). For more information, see Create a Queue and an Outdial Queue. period, or copy the default strategy and correct the time settings. The Global Routing Overrides page opens to display the Global Routing Overrides List. Webex Contact Center Enterprise takes the best of the mature, established on-premises Contact Center Enterprise (CCE) solution and makes it available in the cloud. Click to open the Federated Web SSO Configuration - SAML Metadata dialog box. Click Active if you want the strategy to become effective on the start date that you specify in the Start Date field. Webex accounts can be updated with the presence of an updateTimeStamp attribute in t When modifications are made in the IdP, the new timestamp is sent to the Webex site, w account with any attribute sent in the SAML assertion. The configuration must match the settings in the customer Identity Access Management system. SBR parks contacts in a queue until an agent connects with the contacts. Configure Single Sign-On for Webex Administration. activities to escalate the call distribution group on a queue. When a contact is queued and if no agent is available, the customer is engaged with MIQ. Click to open the Federated Web SSO Configuration - SAML Metadata dialog box. Ensure that the feature flag is enabled for the Advanced Queue Information activity. Indicates whether the global routing override is the default routing strategy (Yes) or isn't the default routing strategy (No). The application uses the Escalate Call Distribution Group activity in the post queuing loop to quickly move to the next call distribution group or the last. However, Webex Contact Center prioritizes only one Indicates whether the strategy is the default. Upon authentication, displays a target page assigned for the web application only. in urgent situations, rather than changing each routing strategy individually. Sign in to Webex for group chat, video calling, and sharing documents with your team. The copy function enables you to create backup copies of prompts and other resource files. invalid because skill values are not properly defined in the flow, SBR cannot find a matching agent. You can't work with flows that have the Advanced Queue Information activity in the Flow Designer, if the If an error occurs, redirects to this URL with the error code appended in the URL. and is used as an exception to the default schedule. The Webex Teams apps rely on the certificates installed in the underlying OS Trust store to bypass the Webex Teams certificate pinning process. For more information, see Locate the global routing override you want to edit. Choose an entry point or queue from the Select Entry Point/Queue drop-down list. Select the Site Certificate Manager link. The first contact connects to an Webex Contact Center. Webex Contact Center isnt aware of the call status; that Each agent-based team at a To route contacts to the best available You can set a default value for the variable type you choose. The Deleted Global Routing Overrides page opens displaying a list of deleted routing overrides, if any exist. If the enterprise CA certificate exists in the OS Trust store, the Webex Teams app will trust certificates signed by the enterprise CA, when presented to it by the proxy server. queue, it requires agents with both skill A and skill B. Flag the normal daily schedule as the default strategy. For more information, see Create a routing strategy. An organization can have a single predefined To enable Calling in Webex App (Unified CM), you must use one of the supported Unified CM-based Cisco call control solutions, and ensure that you're on the minimum supported version or later. Go to the new certificate and click Export Certification. (Optional) To restore the override, click the Restore icon. the feature flag is disabled. The expiring and new certificate details (serial number, expiry date, key details, status and action) are displayed. The certificate which is currently in use is marked as Active. Click the ellipsis button beside the routing strategy that you want to delete and click Delete. Choose the language of the predefined chat response from the drop-down list. The mapping between the contacts and their preferred agents is managed in You can also click Export Metadata at the bottom of the screen to download the metadata with the new certificate. When enabled, this feature supersedes the Webex Meetings "Display internal user tag in participant list" feature. Configure the new global routing override as described in Global routing override parameters. The following table lists and describes the parameters that you see on the: Use this information to configure new or copied overrides and edit existing ones. Webex Contact Center uses the following order of preference to decide the current routing strategy at any given Webex Contact Center Creating customer delight. strategies. and an OffHoursStrategy for non-business hours. If you are restoring a strategy, modify the settings as required, and click Restore. first contact that is parked in the queue, the agent does not connect to the first contact. Current (appears in Red) means this is a snapshot of the currently running override. If one of the skill requirements of a contact is Subscribe. My other webex app (not contact center) Community.cisco.com Worldwide Community The new certificate is valid for approximately one year. 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. used by the system may continue as the current strategy even though it has expired. with that entry point. For example, Queue 1 could have a BusyHourStrategy for the normal day shift The Overwrite Global Routing Override page opens. IdP initiated Single Logout is not supported. This page shows all existing global routing overrides. Contact Cisco support for more information. The system disables the queues that have reached the limit and you cannot choose them. 2. entry points. ADFS examples: urn:federation:authentication:windows or urn:oasis:names:tc:SAML:2.0:ac:classes:PasswordProtectedTransport Ping example: urn:oasis:names:tc:SAML:2.0:ac:classes:unspecified, To use more than one AuthnContextClassRef value add a ";".For example: urn:federation:authentication:windows;urn:oasis:names:tc:SAML:2.0:ac:classes:PasswordProtectedTransport. Choose Weekdays if you want to schedule the global routing override to run from Monday through Friday only. available to connect to C1 first. For more information, see the section Queue To Agent activity. Get access to screensharing, group messaging, cross-collaboration tools, and app integrations. Select SP Initiated if users start at the Webex meeting site and are redirected to the corporate IdP system for authentication. A. call to another entry point or queue. and the skills of the agent. Best Available Agent: SBR routes contacts to the agent who has the highest level of proficiency in the skill. Click Not Active if you want to save the strategy for future use or as a draft to work on later. This determines the number of logged in and From the Routing Strategy page, choose Resources > Audio Files. strategy. 3. In such cases, the call By default, you create global routing overrides in the Tenant time zone. Set to No to create an exception to the default schedule, such as a holiday. When you modify the current strategy, your changes take effect immediately for new calls and remain in effect until the current The configuration must match the settings in the customer Identity Access Management system. Webex Status See if any outages are affecting your Webex service. match the contact's skill requirement without queueing the contacts for a long duration. is the second contact to enter the queue which requires an agent with skill B. before you can restore the strategy. This must match the IAM configuration. Scroll down to Site SP Certificate Manager. A contact can have one or more preferred agents. The certificate which is currently in use is marked as Active. Music in Queue (MIQ) is handled from Flow. Click the gears icon. queues that have reached the limit. For more information, see The Copy Global Routing Override page opens. Lists the associated call flows when a routing override is executing. If the time zone observes daylight-saving time, the time adjusts automatically when the daylight-saving time changes. For each entry point and queue, you should fields. You can use the Search function at the top-right of the Global Routing Overrides List area to find your target. time zone you configure for your enterprise. enterprise (typically headquarters). Based on the assigned skill requirements, the calls enter a queue for distribution This means that the system first checks for a strategy that is not flagged Experience our all-in-one, cloud-based contact center solution using artificial intelligence and machine learning to provide insightful direction for agents and more engaged users. Displays the time at which the strategy starts (in 24-hour format) for any given day in the specified date range. For: User, Administrator. Enter the email body. What are Integrations? Retrieve the mapping between the agent and the contact from the external application using the HTTP Request activity in the The following table lists and describes the parameters you see in the Global Routing Overrides List area on the Global Routing Overrides page. Define the multimedia profiles. 2. An IdP configured to provide SAML assertions with the user account information and SAML system IDs. If an agent is available in the escalated group, Webex Contact Center routes the contact to that agent. The application uses the QueueContact activity and calls the advanced GetQueueInfo activity to determine if there are any If this activity is invoked after queuing the contact, the system considers the current skills of the contact. Do one of the following in the list view: Global Routing Overrides only apply to Telephony channel type. When you delete a current strategy, the system activates the next strategy scheduled for that time period. strategy unless you check the Apply changes to current calls in queue check box to the right of the Save button. 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. These agents use the Agent Desktop to interface with the Webex Contact Center system. For enhanced security, you can now generate SHA-1, SHA-256, or SHA-512 signed certificates. Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business. If you require further clarification about the information required to configure SSO for your site, contact your identity provider. UID, email, and first and last name fields must be present assertion. #7. Click the ellipsis button to the left of a listed override, and then click Copy. If you do not enable the Multiple Time Zone feature for your enterprise, time values in routing strategies are based on the How do I enable SSO on Webex? Contact Centre API Login - SSO - Cisco Community As of this morning, when trying to login to the OAuth Authorization URL on my contact center app, after entering my username, it is asking for a password instead of redirecting to Office365 for single sign on. B are waiting in the queue to connect to an agent. Meetings Drive more engaging meetings that minimize interruptions and let everyone participate, equally. agents. If you choose IS condition for the contacts skill requirements, a higher value indicates a better match with the contact's requirement. This provides you time to plan and update the certificate before the due date. Mike_Brezicky. Use this procedure to create a global routing override from a copy of an existing override. For more information, see Skill Profiles. Click the ellipsis button beside the file name and click Copy. If an error occurs, redirects to this URL with the error code appended in the URL. Choose All from the drop-down list to view current strategies for all entry points or queues. For example, you can route contacts to agents with English speaking skill as a language proficiency. By default, Skills-based contact selection is enabled for your organization. contact to the last agent who handled that contact. The following table lists and describes the fields and options on the SSO Configuration page. When Multimedia Choose Specific Days, and click the icons representing weekdays if you want to schedule the global routing override to run on specific days of the week. The information that you use during configuration must be exact. You can predefine the email template that agents use to communicate with customers. The lower section of the Routing Strategy page displays the Routing Strategy Mapping Details table, which: lists destination queues and entry points, which are based on the active routing strategies that you define for the selected beyond the default strategy for any time interval. Changes to the override don't affect the recurring scheduled version of the override. You can use the Search function at the top-right of the List area to find your target. If you modify the current strategy and want the changes to apply to calls currently in queue, check the Apply changes to current calls in queue check box on the lower right side of the page. A strategy that is not flagged as default overrides a default strategy You can configure 50 responses per language, per queue, for a total of 300 responses per queue. For example, you can chain one Queue To Agent activity to another Queue To Agent activity to queue a contact to multiple preferred For example, to set up Meetings, select Set Up > Meetings . A. such as language fluency or product expertise. Music in Queue (MIQ) is handled from Flow. In this case, you must modify the settings Located in the IdP XML file (example: ). Product: Control Hub, Webex for Government Platform: Web Browser For: Administrator, Partner April 12, 2023 | 67727 view (s) | 163 people thought this was helpful Set up automatic license assignments in Control Hub Read about how automatic licensing works, and how to set it up for your organization's groups or users. Designed and built from its foundation as a cloud solution, Webex Contact Center brings your business the innovation, flexibility, and agility of the cloud with security and scalability (Figure 1). Use this procedure to edit an existing global routing override. We recommend that you update the certificate to your Identity Provider (IdP) before November 2022. From the Routing Strategy page, choose Resources > Predefined Chat Responses. Make the necessary changes to the resource. Download Study If not, Webex Contact Center parks the contact immediately in that call distribution group. 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. From the Routing Strategy page, choose Resources > Predefined Emails. Active means that the override is in effect at the specified start time on the specified start date. 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). Displays the date on which the override starts. This is the default status. This field appears only if you are creating or copying a global routing override. one logged in agent who has matching skills or no logged in agents. the Insert to Text Editor button. Go to Apps and click on Add Application button. Single sign-on (SSO) is a session or user authentication process that permits a user to provide credentials to access one or more applications. Various routing strategies may be configured for a given time interval, but only one can be considered the current routing Set the status to Not Active to save it as draft. the beginning. 2. A. For enhanced security, you can now generate SHA-1, SHA-256, or SHA-512 signed certificates. with agent's email address or agent's ID routes a contact to the preferred agent. Global routing overrides operate in the Tenant time zone. 2Ring. see About Skills-based Routing. At certain times of the day, agents from this group or other groups might not be available. * For voicemail integration in Webex App, we recommend that the Cisco Unity Connection version match the Unified CM version. Setup. Do not map C2 to a team that has only skill A or skill B. A global routing override is a routing strategy that applies to one or more Telephony entry points. To do this in a secure way the API supports the OAuth 2 standard which allows third-party integrations to get a temporary access token for authenticating API calls instead of asking users for their password. Name The name to identify your IdP. agent when an agent with matching skills becomes available. Android, iOS. could have teams that use a PBX or an ACD to handle calls. Locate the global routing override you want to copy to create a new override. to agent-based teams even if the call volume exceeds the capacity of the capacity-based teams. The administrator needs information about such agents before and after queuing a contact to initiate alternative action such In the Flow Designer, you can create flows using the EscalateCallDistributionGroup activity only if the feature flag is enabled Creating a global routing override enables you to change the routing strategies quickly and easily for many entry points simultaneously You can later change the status to Active to use it. agents. This page shows all existing global routing overrides. Sign in to Webex Administration and go to Configuration > Common Site Settings > SSO Configuration. The Webex operations team generates a new certificate two months before the existing certificate expires. Override exists, it becomes the current routing strategy for the entry point, overriding any standard routing strategies associated Displays the date on which the strategy ends. skill profile to a team. For more information, see Skill Requirements in Queue Contact activity. If you delete an override without having another one in place, the last override used by the system becomes the default override although the start and end times and dates have expired. see Queue Contact activity. If you copy an override, you can change the name of the copy. Choose an entry point from the Select Entry Point drop-down list. Watch demo; Sales. Setting the capacity isn't applicable, hence more calls could go to the capacity-based team. Exported metadata fields include the following: This feature is only for administrators who have SSO configured in Webex Administration and who do not yet manage their sites in Control Hub. activity along with the CheckAgentAvailability parameter in the QueueContact activity. (Optional) To export the list of global routing overrides for data analysis, click the ellipsis button near the top-right side of the page and click Excel or CSV. future use or as a draft to continue with later. The Deleted Global Routing Overrides page immediately refreshes, excluding the deleted routing override. If an agent is not available in the first call distribution Click the ellipsis button to the left of the routing override you want to either restore or permanently delete and do one of the following: (Optional) To permanently delete the override, click the Delete icon. In the Azure portal, on the Cisco Webex application integration page, find the Manage section and select Single sign-on. 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. profile. On the Routing Strategy page, choose an entry point or queue from the Select Entry Point/Queue drop-down list. You can assign a skill profile to an individual agent. system uses the default. agents are available in the queue. Contact Cisco support for more information. When a static load-balancing strategy includes both agent-based and capacity-based teams, the system doesn't distribute calls The upper section of the list view displays a table that lists all routing strategies available for the selected entry point the routing strategy, the system selects an appropriate queue to distribute the contact to one of the available teams. For more information, see Create an Entry Point. We recommend that the audio file include a brief delay message followed by music. Cisco Webex Meetings supports SP and IDP initiated SSO. activity when executing the flow. If you map C2 to a team that has only skill A or Click the Add Routing Rule button to open the Add Routing Rule dialog box. Agents can see the responses URL for your enterprise's single sign-on services. You must export the Webex Contact Center agent ID and agent email address from Webex Contact Center to an external application. You can create a non-default strategy, such as a holiday schedule is routed to the longest available agent. This provides you time to plan and update the certificate before the due date. If you require further clarification about the information required to configure SSO for your site, contact your identity provider. Single sign-on is an optional feature that must be provisioned for your site. For all types of teamwork. You can enable SBR in the Queue Routing Type settings when creating a queue. calculate logged in and available agents and stores these values in the LoggedOnAgentsAll and AvailableAgentsAll output variables. When agents become available, SBR routes contacts by using one of the following selection methods: First In, First Out (FIFO) based Contact Selection. 2023 Cisco and/or its affiliates. The Queue To Agent activity Control Hub is a web-based, intuitive, single-pane-of-glass management portal. Displays the date on which the override ends. Center. For: Host/Moderator, User. This feature provides additional levels of accountability to the SAML assertion user authentication for internal attendees using Webex Meetings, Webex Training, and Webex Events. Click the ellipsis button at the left of the entry point you want to modify, and then click Edit. the system first checks for a strategy that isnt flagged as default, and if none exists, the system uses the default strategy. Request activity in the flow. Your access privileges determine what you see in the Mapping Details table. in Queue (MIQ) is handled from Flow. group to answer a call, the flow designer redirects the call to another call distribution group within the queue. Time values that are used in the routing strategies are based on the time zone you configure for the entry point or queue. profile, which specifies how many contacts of each media type the agent can handle concurrently. global routing override only applies to new calls, while active calls follow the current entry point routing strategies. routes the contacts directly to that preferred agent. You can change some of the settings in accordance with the information that is provided in Global routing override parameters. Remember that the accuracy of call routing to capacity-based teams Whether you received a notice about an expiring certificate or want to check on your existing SSO configuration, you can use the Single Sign-On (SSO) management features in Control Hub for certificate management and general SSO maintenance activities. routing strategy. See Edit a global routing override for further detail on editing a routing override. Displays the date on which the strategy starts. . Current (appears in Red) means this is a snapshot of the currently running strategy. Create an entry point routing strategy and select the flow that you created. You can delete the current override, but don't delete it before you create a different override for the same time interval. For more information, see Skill Definitions. The following table describes the parameters that appear on the Routing Strategy page. current strategy unless an alternate strategy is available. On the Overwrite Resource page, click Browse. Set to Yes if you want this global routing override to be the default global routing override for the specified time interval for this entry point. situation. available agents and populates the LoggedOnAgentsAll and AvailableAgentsAll output variables. Webex Contact Center uses the following order of prioritization to decide the current routing strategy at For more information, see the section Queue To Agent activity. Displays the name you assign to the strategy. Update the credentials in the routing strategy and click Save. other factors. In the Site Certificate Manager window, select Browse, and then navigate to the location of the CER file for your X.509 certificate. Thus, agents can see only 50 responses at a time. Select the Active radio button for the new certificate. an entry point, the routing engine checks whether a Global Routing Override exists for that entry point. SBR routes contacts to agents based on the contacts skill requirements that are configured in the flow. You can delete the current strategy, but don't delete it before you create a different strategy for the same time interval. When an agent with skill B becomes available, use this activity to identify the contacts that are parked against escalation groups. Use the icon beside the rule to edit or delete the rule. One suite. You can use the macros multiple times in the Map various skills to the profiles of these agents. The answer is simple: a single platform with calling, meetings, messaging, polling, webinars, events, async video, and more. Specifies whether the strategy repeats daily or only on specific days of the week. You can't copy the current override, but you can modify any setting that doesn't affect execution time or date. A and skill B. In the dialog box that opens, specify whether you want to open or save the file. March 01, 2023 | 667462 view (s) | 2588 people thought this was helpful. names of the call flows associated with the listed entry points or queues. This page displays all existing global routing overrides. The configuration must match the setting in the Customer IAM. Cisco Webex Meetings supports Automated user provisioning and deprovisioning (recommended). If any settings conflict with an existing routing override, a message informs you. A. For more information, see Sites, Create a team, and Users. The URI identifies the Webex Messenger service as an SP. You cannot restore a deleted Chat Entry Point Routing Strategy, if a Routing Strategy is assigned to the Entry Point. The new certificate is valid for approximately one year. Configure Single Sign-On for Webex Administration, SSO Configuration Page Fields and Options, Federated Web SSO Configuration - SAML Metadata, Frequently asked questions when updating certificates. Integrations are how you request permission to invoke the Webex REST API on behalf of another Webex user. Administrators can use Webex Administration to configure SSO for Webex applications. [email protected] +1 (916) 529-4197. Displays the time at which the override ends (in 24-hour format) for any given day in the specified date range. 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 status lets you save an override for future use or as a draft to continue with later. However, this activity doesn't provide information You can't save changes to an active strategy when the scheduled dates or times conflict with an existing active strategy. For more information on the parameters that display on the Routing Strategy page, see Routing strategy parameters. For more information on the error response Active means that the strategy is in effect at the specified start time on the specified start date. Select the name of the audio (.wav) file to play for calls when an agent puts a call on hold. Choose the certificate type: The message should announce the name of activity retrieves the data. You can also click Export Metadata at the bottom of the screen to download the metadata with the new certificate. Deactivate the status to hide it from the agents in Agent Desktop. Must match the IdP configuration, with the following formats being supported: Remove uid Domain Suffix for Active Directory UPN. You can invoke this activity for LAA-based queues. Contact Us A 262% ROI and Improved Business Operations? Platform: Web Browser For: Customer, Partner May 16, 2023 | 22159 view (s) | 25 people thought this was helpful Webex Contact Center Documentation We recommend that partner administrators refer to the relevant documents mentioned here to successfully perform the tasks listed below: Ordering and Provisioning Webex Contact Center assigns calls to the capacity-based team by transferring the call to a Dial Number (DN). If you face any issue when updating the certificate, contact your Webex Support team. Escalate Call Distribution Group is an independent activity. For audio file specifications, see Upload an Audio Resource File. For information about each setting, see the setting descriptions table in Create a routing strategy. This override overrides the default override. The Global Routing Overrides page opens to display the Global Routing Overrides List. These changes have no effect on the recurring scheduled version of the strategy. You can use a capacity-based team to represent a voicemail box See Global routing override parameters for a description of the parameters that are visible on the page. associated with the team's profile unless the agent is assigned a different multimedia The Global Routing Overrides page opens to display the Global Routing Overrides List. In the navigation tree, expand Set Up and then select the center. about any logged in agents who have specific skills that match the requirement of a specific contact. Upload the new certificate file to your Identity Provider (IdP). is enabled, every site is associated with a multimedia profile. When a call arrives at 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. Forrester Consulting conducted a Total Economic Impact study of Webex Contact Center and concluded that the solution delivered a 262% ROI and improved contact center operations over a three-year period. At some time of the day, there may be no agents who are adequately skilled to match the skill requirement of a specific contact. You can chain a Queue Contact activity to the Queue To Agent activity to route a contact if none of the preferred agents are available for that contact. Learn to build engaging User eXperiences with the Webex cloud platform.These labs will take you from zero to understanding the capabilities of the Webex Teams APIs (formerly Cisco Spark), in order to build and deploy Chatbots, as well as adding Video Calls to existing apps.You will also discover how to program for Webex Devices: initiate calls a. If you enable the Multiple Time Zone feature for your enterprise, you can configure entry points and queues with time zones. Edit the routing override parameters in accordance with the information provided in Global routing override parameters. Webex Contact Center is an omnichannel cloud contact center solution that can transform your customers' experience and improve your business results.. Similarly, each agent logged in to a team is If a compatible media player is not installed, a dialog If you want to proceed with routing strategies, consider the following aspects. the associated queue, instruct the caller to hold for the next available agent, and include a warning that calls may be monitored. Click the ellipsis button beside the file name and click Edit. Detecting RONA or call failures isn't possible. We recommend that you update the certificate before November 2022. From the Global Routing Overrides page, click + New Override. If you don't configure time zones with entry points and queues, the system uses the time zone that you configure for your Product overview. Change the settings as required, and in accordance with instructions provided in Global routing override parameters. SAML 1.1 and WS Federate 1.0 are deprecated and no longer supported with Cisco Webex. The URI identifies the Webex Messenger service as an SP. Sign Up, It's Free Sign Up, It's Free Products webex suite Meetings Video conferencing and screen sharing Calling Cloud calling and phone system Messaging Use this procedure to restore or permanently delete a global routing override. Changes made to the current Email or Chat entry point routing strategy are also applied to the corresponding active routing How do I submit an Ops Request to change SSO settings on a site? If the call is queued for longer than the length of the audio content, the audio file loops back and restarts from The SAML statement that describes the authentication at the IdP. If you choose >= condition for the contacts skill requirements, a higher value indicates a better match with the contact's requirement. Select IdP Initiated if users access the Webex site through the corporate IAM system. Contact Cisco support for more information. This page shows all existing global routing overrides. The HTTP minute for a valid strategy and as soon as it finds one, that strategy becomes the current strategy. URL for your enterprise's single sign-on services. You can use the Search function at the top-right of the Global Routing Overrides List area to find your target. [email protected] +1 (916) 426-3790. Work doesn't end just because your meeting did. Getting the Connect Time and Handled Time values isn't possible. When the default strategy is the current strategy (that is, the strategy that is currently running), the system checks every Assign the proficiency level to an agent when creating Skill Definitions and Agent Profiles. When you click Open, the media player installed on your computer opens and plays the file. Last agent routing: When a contact calls back the contact center multiple times to interact with an agent, Agent-based Routing can route the Discover 2Ring's portfolio of solutions for contact center and UC platforms. or queue. ADFS, Azure, etc. Release: 42, 43. To view or export the references to a media file: Click the ellipsis button beside the file name and click Excel or CSV. See if your mobile device can support the Meetings app. The preferred agent lookup for any contact is performed using the HTTP or queue. Go to the new certificate and click Export Certification. You can export a SAML metadata Webex configuration file. Contains the name of the predefined chat response. We recommend that you update the certificate before November 2022. Create a queue with a channel type as Telephony and Queue Routing Type as Skills-Based. The routing override moves to the Deleted Global Routing Overrides page where it awaits restoration or permanent deletion. For more information, see View the Details of a User. Enter or modify the settings as described in the following tables. transfers to a DN, Webex Contact Center disconnects from the call. If you select All from the drop-down list, all agents in An agent lookup Skills-based contact selection does not assign contacts to agents on FIFO basis. Mapping details aren't provided for a queue routing strategy that simply redirects the The certificate will expire and your users may not be able to sign in to Webex successfully. You can export some metadata, which can then be imported in the future. Click the Status toggle button to set the status of the global routing override to either Active or Not Active. When it becomes active, the You can't work with flows that have the EscalateCallDistributionGroup activity in the Flow Designer, if Changes to the strategy don't affect the recurring scheduled If you don't specify an active strategy for a time interval, the Visit your Webex URL and sign in to your Webex site . Configuration Guides Cisco Webex Contact Center Setup and Administration Guide Updated: March 28, 2023 Chapter: Contact Routing Chapter Contents About Contact Routing Configure Multimedia Profiles Working with Resource Files Configure Routing Strategies Working with Global Routing Overrides About Contact Routing This limitation causes the following behaviors: Tracking the contact after the call transfer isn't possible. You can use the formatting tools to draft the email body. You can enter a name of maximum 40 characters. Displays the time zone if you enable the Multiple Time Zone feature when you create the entry point or queue. strategy although it has expired. any given time: Choose a flow to override the contact handling behavior for the selected entry points during the configured time period. SBR is available for voice contacts as well as digital channel contacts. If this activity is invoked before queuing the contact, the flow uses the skill requirements that are configured in the Advanced When calls arrive at an entry point, Enter the required information on the SSO Configuration page and select the options that you want to enable. The configuration must match the setting in the Customer IAM. This status lets you save a strategy for In the case of a global routing strategy, the list shows 0 instead of the Webex Contact Center is a call center solution that aims to provide a seamless digital interaction for clients and equips agents with the right resources they need to deliver high-quality customer experience. A standard SAML 2.0 or WS Federate 1.0 compliant Identity Provider (IdP), such as CA SiteMinder, ADFS, and Ping Identity. Set to No to create an exception to the default schedule, such as a holiday. You can record one audio file for each strategy, so the message can vary by time of day, day of week, holiday schedule, and Each SSO management feature is covered in the individual tabs in this article. create a set of default routing strategies that cover all time intervals. Configure Single Sign-On for Webex Administration, SSO Configuration Page Fields and Options, Federated Web SSO Configuration - SAML Metadata, Frequently asked questions when updating certificates. Flow designers can use the output variable CurrentGroup and determine if the contact isn't queued. The expiring and new certificate details (serial number, expiry date, key details, status and action) are displayed. Each contact arrives at an entry point, where a routing strategy applies business logic. If your enterprise uses social channels, chat, and email routing in addition to voice, then Multimedia profiles are enabled. When a call is queued on the network, an audio file continues to play until the call is distributed to a team with available February 13, 2023 | 189103 view (s) | 150 people thought this was helpful. From the menu bar, choose Routing > Global Routing Override. Upload the new certificate file to your Identity Provider (IdP). for incoming calls. Click the Deleted Global Routing Overrides button at the top-right side of the page. However, skill requirements that are configured for this activity aren't Currently, you cannot assign a Administrators will need to look out for any alert notifications. Hybrid work demands seamless communication from anywherefor everyone. From the Federation Protocol drop-down list, select SAML 2.0. The Flow column displays the available and logged in agents. template for email. SBR routes contacts to agents in one of the following ways when more than one agent with the required skill set is available: Longest Available Agent: SBR routes contacts to the agent who has been available for the longest duration. A customer use case is a queue that has many call distribution groups. The system sets the output variable CurrentGroup to 1. To edit or delete the template, click the ellipsis button beside the template in the Predefined Emails page. Cisco Employee. Skills-based Routing (SBR) is an optional feature that matches the needs of contacts with agents who have the skills to best Chronologically sort the strategies in queue ( MIQ ) is handled from flow Drive more engaging that. Customer is engaged with MIQ information and SAML system IDs application button the number of logged in who... Only on specific days of the screen to download the Metadata with the contacts requirements! Exception to the last agent who has matching skills or no logged agents! A different override for further detail on editing a routing strategy webex contact center sso the strategy. More Telephony entry points or queues as an override when needed operate in queue. More preferred agents retrieves the data for all entry points or queues button at top-right. You can change some of the table to chronologically sort the strategies specific contact or predefined chat from! Tools, and if none exists, the routing strategies are based on the routing override parameters if... Sso in Webex app, we recommend that you update the certificate before the existing expires... That calls may be monitored webex contact center sso deprovisioning ( recommended ) QueueContact activity & # ;... The expiring and new certificate details ( serial number, expiry date, key details status... Want to edit or delete the current override, but you can now generate SHA-1, SHA-256, or signed! Or copying a Global routing override only applies to one or more flows that you update the certificate which currently. Days of the list area to find your target and populates the LoggedOnAgentsAll and AvailableAgentsAll output variables strategy such! Flow Designer days of the week and you can use the Search at. Time on the select entry Point/Queue drop-down list available, use this procedure to a... And if no agent is available, the media player installed on computer! Your X.509 certificate to decide the current strategy SBR ) is handled from flow that call groups! Application button SAML 2.0 only applies to one or more Telephony entry points during the time! You to create an entry point informs you table describes the fields and options on time. Instruct the caller to hold for the entry point routing strategies that cover all time intervals architected... Locate the Global routing Overrides page opens to display the Global routing override want... The details of a contact is Subscribe for enhanced security, you can route to! Location of the save button are affected using Inclusive language setting, routing... Required, and app integrations audio files, predefined Emails export Certification the template! The entry point uid, email, and then click copy engaging Meetings that minimize and! Busyhourstrategy for the next strategy scheduled for that time period, hence more calls could to. Strategy individually have the option to set up their organization with single sign-on is an Optional feature that must present! Advanced queue information activity IdP system for authentication a time by music feature flag is enabled, site. Has the highest level of proficiency in the flow that you created the configured time.. Your X.509 certificate another call distribution groups that must be exact, Emails... Left of a listed override, click the status to hide it from the call volume exceeds the is. And other resource files Center is a snapshot of the following tables it the... One or more preferred agents the Federated Web SSO configuration - SAML Webex... Apply changes to current calls in queue ( MIQ ) is handled from flow used the! Contacts as well as digital channel contacts no ) the skills to the longest agent! Choose Resources > audio files the.wav extension can be copied Webex applications webex contact center sso by an. Output variables rather than changing each routing strategy site is associated with the contact handling behavior for the skill! To enter the queue to agent activity Control Hub is a web-based, intuitive, Management... Set the status of the call volume exceeds the capacity is n't queued the. Certificate, contact your Identity Provider restoring a strategy, but you can use Search... Audio (.wav ) file to your Identity Provider ( IdP ) transfers to a team that only! Installed in the Mapping details table enabled for the Web application only exists for entry... Application button before you can export some Metadata, which can then be imported in QueueContact! A and skill B becomes available can choose to see the setting descriptions table in create Global. Organization already has a predefined email template that agents use the agent Desktop to interface with the 's! In Global routing override is the default schedule the specified date range well as channel. Agent when an agent connects with the new certificate strategy at any given day in the escalated group, contact! You created Center solution inspired by customers and architected for business see create an exception to the longest available.! The week tree, expand set up and then click copy page refreshes... Due date device can Support the Meetings app Active radio button for the same time interval IAM... Message followed by music Active radio button for the selected entry points and queues with time zones list select. The second contact to the default strategy or agent 's email address from contact. Not map C2 to a media file: click the ellipsis button at the left of contact... Valid strategy and as soon as it finds one, that strategy the. Generate SHA-1, SHA-256, or copy the current override, but do n't delete before... Telephony and queue routing type as Skills-based new certificate details ( serial,. Contact connects to an agent is available in the Azure portal, on the recurring version. Connects with the contact 's requirement to a DN, Webex contact Center customer. Flagged as default, Skills-based contact selection is enabled, this feature supersedes the Webex Messenger service an... Create an exception to the entry point or queue from the select a sign-on... Navigate to the new certificate Active or not Active if you want to save the name! Integrations are how you request permission to invoke the Webex contact Center.. Given Webex contact Center solution inspired by customers and architected for business system... Used in the underlying OS Trust store to bypass the Webex REST API on behalf of Webex... Or queues that agent issue when updating the certificate, contact your Identity Provider ( IdP before. For a long duration a set of default routing strategies while Active calls follow the current point. To invoke the Webex REST API on behalf of another Webex user Support the Meetings.! Settings conflict with an existing strategy Metadata at the top-right of the page and SAML system IDs run from through! Dn, Webex contact Center disconnects from the routing strategy to no to create a Global routing you! Type settings when creating a queue was helpful you must export the Webex contact Center valid. Resource files uses social channels, chat, video calling, and if no agent is n't queued immediately! Center ) Community.cisco.com Worldwide Community the new button is disabled if your already! System may continue as the default schedule, such as a draft to continue with later exceeds! Value indicates a better match with the user account information and SAML system IDs another. Or save the file name and click restore Weekdays if you enable the time... The current routing strategy page, select SAML, such as a holiday schedule is routed to the IdP... Be imported in the customer IAM skill requirements, a higher value indicates a match... Queue until an agent with matching skills or no logged in and the..., or predefined chat responses use during configuration must match the settings in accordance with instructions in. Agents based on the start date that you created when updating the certificate before November 2022 it! Starts ( in 24-hour format ) for any given time: choose a to... Strategy even though it has expired the list view: Global routing override to either Active or not.! The Azure portal, on the routing override the URI identifies the Webex REST API behalf. But you can enable SBR in the dialog box that opens, specify whether you want to or... Day, agents can see the copy function enables you to create an exception to the entry point strategy..., where a routing override click the ellipsis button at the top-right the. Improved business operations associated queue, instruct the caller to hold for the Web application only see a. Zone you configure for the selected entry points designers can use webex contact center sso icon beside the file export SAML! Error occurs, redirects to this URL with the contact 's requirement do one of the ends... Matches the needs of contacts with agents who have specific skills that the! A non-default strategy, the media player installed on your computer opens and plays file! Initiated if users access the Webex Meetings supports SP and IdP Initiated if access! Immediately available copy Global routing Overrides list click + new override you a. The contact to enter the queue to agent activity in the underlying OS Trust to... Minute for a strategy, the system first checks for a long duration to! Different strategy for the entry point and queue, instruct the caller to hold for the available. In 24-hour format ) for any given day in the start date field SBR ) is an Optional feature must. When a routing strategy that isnt flagged as default, you should fields, see the responses URL your...
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