If a Cisco Webex service is added to Automate from Webex Organization 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, menus, and dashboards to view and manage the Webex Contact Center

For continuity, the grouping of functionality on the menus and dashboards 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/CXMultimediaProfile

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
Name			Name of this Multimedia Profile	Field Name: name Type: String
Description			Description of this Multimedia Profile	Field Name: description Type: String
ID			ID of this Multimedia Profile	Field Name: id Type: String
Active			State of this Multimedia Profile	Field Name: active Type: Boolean
Blending Mode			Blending Mode of this Multimedia Profile	Field Name: blendingMode Type: String Choices: ["BLENDED", "BLENDED_REALTIME", "EXCLUSIVE"]
Blending Mode Enabled			Blending Mode enabled status of this Multimedia Profile	Field Name: blendingModeEnabled Type: Boolean
Chat Limit			Upper limit for number of simultaneous contacts in the chat channel. Should be a non-negative integer less no larger than 5 (or 1, depending on the blendingMode configuration).	Field Name: chat Type: Integer Choices: ["1", "2", "3", "4", "5"]
Email Limit			Upper limit for number of simultaneous contacts in the email channel. Should be in the range 0 to 5.	Field Name: email Type: Integer Choices: ["0", "1", "2", "3", "4", "5"]
Social Limit			Upper limit for number of simultaneous contacts in the social channel. Should be in the range 0 to 5.	Field Name: social Type: Integer Choices: ["0", "1", "2", "3", "4", "5"]
Telephony Limit			Upper limit for number of simultaneous contacts in the telephony (voice) channel. Should be 0 or 1 (depending on the blendingMode configuration).	Field Name: telephony Type: Integer Choices: ["0", "1"]
Fax Limit			Should be a non-negative integer less no larger than 5 (or 1, depending on the blendingMode configuration).	Field Name: fax Type: Integer Choices: ["1", "2", "3", "4", "5"]
Video Limit			Should be a non-negative integer less no larger than 5 (or 1, depending on the blendingMode configuration).	Field Name: video Type: Integer Choices: ["1", "2", "3", "4", "5"]
Others Limit			Should be a non-negative integer less no larger than 5 (or 1, depending on the blendingMode configuration).	Field Name: others Type: Integer Choices: ["1", "2", "3", "4", "5"]
Created Time			Creation time (in epoch millis) of this resource.	Field Name: createdTime Type: String
Last Updated Time			Time (in epoch millis) when this resource was last updated.	Field Name: lastUpdatedTime Type: String
Version			The version number (revision count) for this resource.	Field Name: version Type: Integer
	Links		List of links	Field Name: links.[n] Type: Array
	References		references to Address Book entries	Field Name: references.[n] Type: Array
		Name	Name	Field Name: references.[n].name Type: String
		Reference Model Type	Type	Field Name: references.[n].type Type: String
		ID	ID	Field Name: references.[n].id Type: String

Model: device/spark/CXMultimediaProfile

Channels

Webex Contact Center Desktop Experience

Model Details: device/spark/CXMultimediaProfile