.. _webex-contact-center-desktop-experience:

Webex Contact Center Desktop Experience
---------------------------------------

.. _25.1|VOSS-1496:



Overview 
.........

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


Multimedia profiles
....................

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

Outdial ANI
...........

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.


Dial plans
............

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
..............

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:
:ref:`webex-contact-center-user-management`.

Desktop profiles
.................

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

The following permissions and settings are available:

* Queue Transfer
* Agent Consult and Transfer
* Wrap-up and Idle Codes
* Wrap-up Timeout Values
* Agent Auto Available
* Dialing Capabilities
* Dial Number Capabilities
* Access to the agent personal statistics
* Auto Answer

Idle/Wrap-Up Codes
..................

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: :ref:`webex-contact-center-advanced`.

.. 
..   * Idle codes typically indicate why an agent is not available to take customer contacts,
..     such as during a lunch break or meeting.
..   * Wrap-up codes indicate the result of the customer contacts, for example,
..     the agent escalated the contact, or sold a service.