Contact Center Management#
Contact Center Management
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.
Get started with VOSS core concepts and tools. Learn how dashboards, menus, hierarchies, and roles fit together, configure RBAC, and customize your system.
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.
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.
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.
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.
Summary of new and changed features by version, and release notes for the latest version and older versions.
Supported versions and application interoperability across vendors. Including browser and VMWare support.
Browse all features available in this release for the Core and product suite.
Administration and Use
Guides for deploying, managing, and operating Webex Contact Center.
Guide Name |
Description |
|---|---|
Guide to features of Contact Center Management in VOSS. |
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Comprehensive guide to all features of the UC Automation product. |
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Comprehensive guide to all VOSS Core features. |
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Installation, upgrades, and clustering. |
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User instructions for personal phones. |
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Critical operations and performance. |
Planning and Installation
Guides for installing and upgrading Automate.
Guide Name |
Description |
|
|---|---|---|
Step-by-step instructions. |
N/A |
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Version compatibility for apps. |
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Deployment best practices. |
N/A |
Advanced Administration
Advanced administration guides.
Resource |
Description |
|---|---|
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. |
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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). |
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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. |
General resources, including training videos, flowcharts, glossary, Index.
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:
Flowcharts links available in the documentation.
- Audit Number Inventory
- Cisco Webex Workflow
- Configure Automate for Microsoft Services
- E164 Inventory Management (Provider)
- End to end Customer and Site Dial Plans
- End to end Customer Level Configuration
- End to end Customer Services
- End to end Data Sync
- End to end Hierarchies and Customer Configuration
- End to end Manage Devices (Cisco & MSFT)
- End to end Manage Devices (General & VOSS)
- Manage users
- End to end Number Management
- End to end User Import
- End-to-End Customer Process with Multi-vendor
- Flow Through Provisioning Workflow
- Install Phone Based Registration
- Microsoft Configuration
- Microsoft Exchange Overview
- Microsoft Overview
- Microsoft Quick Start
- Microsoft users
- Microsoft User Move Configuration
- Microsoft-Cisco Hybrid Overview
- Number Cooling
- Phone Based Registration Configuration Per Customer
- Phone Based Registration Overview
- Register a Phone
- Set up Phone Based Registration
- Setting up Entitlement
- Sync with Flow Through for Cisco Webex
- Automate Authentication and Authorization for Microsoft
Common terms explained in the Glossary and an alphabetical index for features, flowcharts, CLI commands, and macros
| Glossary in Core Feature Guide | Commonly used terms and acronyms |
| Alphabetical Index | Features, Flowcharts, CLI commands, Macro function reference |