If a Cisco Webex service is added to Automate from the Webex Control Hub Access menu and the setting Contact Center Customer is enabled, Automate provides a range of features to manage a Webex Contact Center. In particular, this includes:

Automate also provides role-based access, a menu and dashboard to view and manage the Webex Contact Center:

For continuity, the grouping of functionality on the menus and dashboard follows the format and naming as seen on the Webex Control Hub interface.

Webex Contact Center Desktop Experience

The settings in this category allow you to set up or manage the agent desktop experience. Settings include multimedia inactivity timeouts and system settings.

A multimedia profile for the user, that includes enable and timeout settings for all types of media.

The Outdial Automatic Number Identification (ANI) is only synced from the Webex Control Hub and instances can then be selected in Automate. The number allows an agent to select a phone number as the caller ID for an outdial call.

The dial plan is only synced from the Webex Control Hub and instances can then be selected in Automate. The dial plan allows you to define validation criteria for the Dial Number (DN) that an agent uses to sign in to the Agent Desktop, as well as the DN used to dial out. DNs are validated against the syntax rules that are defined in one or more dial plans.

Address books can be managed in Automate. These contain entries with phone numbers that agents can use, and are associated with a selected Parent Type and Contact Center Site - as available from the Sites list under the User Management group - see: Webex Contact Center User Management.

Desktop profiles can be managed in Automate. These are a group of permissions and desktop behaviors that can be assigned to an agents.

Idle and wrap-up codes can be managed in Automate. These contain entries that agents have available in their Desktop Profiles and use to indicate their unavailability or status of the customer contacts.

The codes are also associated with available Work Types that are synced from the Webex Control Hub or managed in Automate. See: Webex Contact Center Advanced.

Model Details: device/spark/CXOutdialANI

An asterisk * in the title indicates the field is mandatory.
If a field has a default value, it is shown in the Description column.
If the field type is an array, the Field Name has a .[n] suffix, where n is the array index placeholder.
Object and array field names are listed to provide context. If a field belongs to an object or an array, the full field name is shown in dot separated notation.

Title			Description	Details
Organization ID			Unique identifier for the organization	Field Name: organizationId Type: String
ID			Unique identifier for the outdial ANI	Field Name: id Type: String Format: uuid
Version			Version of the outdial ANI	Field Name: version Type: Integer
Name			Name of the outdial ANI	Field Name: name Type: String
Description			Description of the outdial ANI	Field Name: description Type: String
	Outdial ANI Entries		List of outdial ANI entries	Field Name: outdialANIEntries.[n] Type: Array
		Name	Name of the outdial ANI entry	Field Name: outdialANIEntries.[n].name Type: String
		Organization ID	Unique identifier for the organization	Field Name: outdialANIEntries.[n].organizationId Type: String
		ID	Unique identifier for the outdial ANI entry	Field Name: outdialANIEntries.[n].id Type: String
		Version	Version of the outdial ANI entry	Field Name: outdialANIEntries.[n].version Type: Integer
		Number	Phone number for the outdial ANI entry	Field Name: outdialANIEntries.[n].number Type: String
		Created Time	Timestamp when the outdial ANI entry was created	Field Name: outdialANIEntries.[n].createdTime Type: String
		Last Updated Time	Timestamp when the outdial ANI entry was last updated	Field Name: outdialANIEntries.[n].lastUpdatedTime Type: String
Created Time			Timestamp when the outdial ANI was created	Field Name: createdTime Type: String
Last Updated Time			Timestamp when the outdial ANI was last updated	Field Name: lastUpdatedTime Type: String

Model: device/spark/CXOutdialANI

Channels

Webex Contact Center Desktop Experience

Model Details: device/spark/CXOutdialANI