.. _index-contact-center-management: Contact Center Management ########################### :bdg:`Contact Center Management` .. tab-set:: .. tab-item:: Get Started Manage Webex Contact Center with streamlined tools for configuring customer experience, agent desktops, user settings, and advanced features, powered by templates and flexible PowerShell integration. Streamline UCCX management with tools for quickly administering agents, teams, skills, resource groups, and service queues, all supported by efficient, template-driven workflows. .. grid:: 1 2 3 3 :gutter: 3 :padding: 0 :class-container: sd-mt-3 .. grid-item-card:: Introduction :link: index-voss-core.html :class-card: sd-shadow-sm sd-hover-raise Get started with VOSS core concepts and tools. Learn how dashboards, menus, hierarchies, and roles fit together, configure RBAC, and customize your system. .. grid-item-card:: Install & Upgrade :link: src/user/index-install-and-upgrade-chapters.html :class-card: sd-shadow-sm sd-hover-raise Step-by-step install and upgrade guidance for the VOSS Core Platform and products, including prerequisites, safety checks, and rollback options. Includes a setup quickstart guided path to minimal configuration, and validation. .. tab-item:: Configure & Manage .. grid:: 1 2 3 3 :gutter: 3 :padding: 0 :class-container: sd-mt-3 .. grid-item-card:: About Contact Center Management :link: src/user/contact-center-management-introduction.html :class-card: sd-shadow-sm sd-hover-raise Learn how Contact Center is organized in VOSS, agent lifecycle management, automation, integration, and visibility, and how to enable Contact Center Management on the VOSS Core Platform. .. grid-item-card:: Webex Contact Center Configuration :link: src/user/ch-feat-app-integration-and-detailed-settings.html#webex-contact-center-configuration :class-card: sd-shadow-sm sd-hover-raise View and manage the Webex Contact Center customer and desktop experience, manage users, teams, and sites, and configure advanced settings such as auxiliary codes, overrides, and work types. .. grid-item-card:: Working with Contact Center Users :link: src/user/dashboard-reference/dashboard-Automate-Analyst-Users-&-Services-Webex-Contact-Centre-User-Services.html :class-card: sd-shadow-sm sd-hover-raise View and manage Contact Center users and access count and details for total users, users by site, users with Cloud Voice, skills profiles, and licenses. .. tab-item:: Release Information .. grid:: 1 2 2 2 :gutter: 3 :padding: 0 :class-container: sd-mt-3 .. grid-item-card:: What's New by Version & Release Notes :link: src/user/whats-new.html :class-card: sd-shadow-sm sd-hover-raise Summary of new and changed features by version, and release notes for the latest version and older versions. .. grid-item-card:: Compatibility Matrix :link: src/user/index-compatibility-matrix.html :class-card: sd-shadow-sm sd-hover-raise Supported versions and application interoperability across vendors. Including browser and VMWare support. .. grid-item-card:: Explore by Feature :link: src/user/index-explore-by-feature-chapters.html :class-card: sd-shadow-sm sd-hover-raise Browse all features available in this release for the Core and product suite. .. tab-item:: Documentation :sync: docs .. tab-set:: .. tab-item:: User Guides **Administration and Use** Guides for deploying, managing, and operating Webex Contact Center. .. list-table:: :widths: 40 60 :header-rows: 1 :class: sd-table-hover * - Guide Name - Description * - `Contact Center Management User Guide `_ - Guide to features of Contact Center Management in VOSS. * - `UC Automation User Guide `_ - Comprehensive guide to all features of the UC Automation product. * - `VOSS Core Guide `_ - Comprehensive guide to all VOSS Core features. * - `Platform Guide `_ - Installation, upgrades, and clustering. * - `Self-service `_ - User instructions for personal phones. * - `Best Practices `_ - Critical operations and performance. .. tab-item:: Install & Upgrade **Planning and Installation** Guides for installing and upgrading Automate. .. list-table:: :widths: 30 60 10 :header-rows: 1 :class: sd-table-hover * - Guide Name - Description - PDF * - `Install Guide `_ - Step-by-step instructions. - N/A * - `Compatibility Matrix `_ - Version compatibility for apps. - :download:`PDF ` * - `Architecture & Hardware `_ - Deployment best practices. - N/A .. tab-item:: Administration **Advanced Administration** Advanced administration guides. .. list-table:: :widths: 40 60 :header-rows: 1 :class: sd-table-hover * - Resource - Description * - `Multi-Cluster Deployments Technical Guide `_ - Overview of current support for multi-cluster customer deployments, offering several best practice recommendations related to Global Directory Search, User Integrations, Day 2 User and Feature Provisioning, Dial Plan Management, Overbuild, etc. * - `Advanced Configuration Guide `_ - Describes specific high level tasks performed by administrators higher than Provider level, such as System Monitoring, Login Banners, Feature Package Customization (for example, Field Display Policies). * - `Provider HCS Dial Plan Management Support Guide `_ - Describes how the dial plan model can be integrated into the platform and the service provider infrastructure with minimal effort. The dial plan model configures not only end customer equipment but also the interaction with aggregation layers. This guide provides the standard configurations; service providers must customize parts of the model for specific environments. .. tab-item:: Resources General resources, including training videos, flowcharts, glossary, Index. .. tab-set:: .. tab-item:: Videos .. card:: Video Details .. raw:: html

videocam Automate Tutorials

A collection of VOSS video tutorials that walk you through common tasks, advanced workflows, and real-world scenarios. Links can be found in these topics:

.. tab-item:: Flowcharts .. card:: Flowcharts Details Flowcharts links available in the documentation. .. raw:: html

.. tab-item:: Glossary and Index .. card:: Glossary and Index Details Common terms explained in the :doc:`Glossary ` and an :doc:`alphabetical index ` for features, flowcharts, CLI commands, and macros .. raw:: html
Glossary in Core Feature Guide Commonly used terms and acronyms
Alphabetical Index Features, Flowcharts, CLI commands, Macro function reference