Webex Contact Center management is part of VOSS Contact Center Management, which is an add-on to VOSS UC Automation and requires the VOSS Core Platform. Contact center features follow the same platform principles used throughout VOSS:

This ensures a consistent operational experience when managing Webex Calling, Webex Contact Center, and other UC services from a single platform.

Webex Contact Center Management in VOSS focuses on agent administration and related configuration, providing centralized visibility, controlled access, and automation for day-to-day operational tasks.

Access to features and data is controlled using role-based access control (RBAC) and organizational segmentation, ensuring users see and manage only what is relevant to their role.

Webex Contact Center management becomes available in VOSS after the required platform and integration configuration has been completed, including enabling the Contact Center Customer setting for the connected Webex Organization.

Contact Center Management supports both enterprise and service-provider environments, including scenarios where multiple organizations or customers are managed from a single platform.

Once enabled, Automate provides tools to manage contact center agents and related configuration using the same operational model as other UC services, including hierarchy-based segmentation, role-based access control, automation, and audit tracking.

When Webex Contact Center is enabled, VOSS provides configuration and management capabilities for the following areas:

These features allow administrators to manage agent capacity, routing behavior, and agent experience from a single interface.

How Contact Center is organized in VOSS

For continuity and ease of use, the menu structure and terminology for Contact Center Management in VOSS closely follow the layout used in the Webex Control Hub. This allows administrators who are already familiar with Control Hub to navigate and manage contact center configuration with minimal retraining.

Administrators can view agent, license, and configuration data for Webex Contact Center alongside other UC services managed in VOSS, providing a centralized operational view across UC and contact center environments.

In addition to mirroring the Control Hub structure, VOSS introduces capabilities that support controlled administration at scale.

VOSS uses an internal business hierarchy to segment Webex Contact Center configuration data by region, site, or organizational unit. This makes it possible to:

Delegate administration to local teams or supervisors
Restrict visibility to only relevant users and configuration
Reduce reliance on global administrator access in the Webex Control Hub
Apply consistent role-based access control (RBAC) across UC and Contact Center domains

All access and configuration changes are governed by RBAC policies and recorded in transaction logs, supporting centralized oversight, auditability, and consistent operational control.

This administration model is suited to environments with high agent churn, multiple operational teams, or shared service ownership.

Agent Lifecycle Management

Contact Center Management streamlines common agent lifecycle tasks, including:

Onboarding new agents with predefined profiles
Promoting existing Webex users to contact center agents
Updating agent configuration, skills, teams, and sites
Offboarding agents to release licenses promptly

Agent onboarding and changes can be performed individually, in bulk, or through automated workflows such as flow-through provisioning from identity sources or IT service management platforms. All configuration changes are logged, providing a complete transaction history for operational review.

Timely agent offboarding helps ensure unused contact center licenses are released and made available for reuse.

Automation, Integration, and Visibility

Webex Contact Center management in Automate supports:

Automation of repetitive administrative tasks, reducing manual effort and configuration errors Bulk operations for agent and configuration changes at scale Integration with external systems using APIs, including HR systems, ITSM platforms, and other business applications Dashboards and summaries that provide visibility into agent capacity, license usage, and configuration status, with access controlled by role

These capabilities help administrators respond more quickly to operational change while maintaining consistent governance.

Enabling Contact Center Management

Contact Center Management must be enabled on the VOSS Platform before use:

Global Settings > Enabled Services > Enable Cisco Webex Contact Center
In the Webex Application Access settings, enable Contact Center Customer

Webex Contact Center customer experience

This collection of features provides a single view of customer-specific functionality and reflects the layout in the Webex Control Hub.

A Queue Type (Inbound, Outbound) and Channel Type (Telephony, Email, Chat or Social Channel) is selected for a queue.

For outbound queue types, the channel types defaults to TELEPHONY and the Queue Routing Type is the agent who has been available for the longest time in all teams assigned to the queue.

Business hours can be managed in Automate and are used to define one or more shifts containing for example regular work hours, peak hours, off-peak hours and required for the operation of a specific contact center.

These are defined by working hours, a selected holiday list and overrides to working hours.

For the management of holidays and overrides, see: Webex Contact Center Advanced.

Audio prompt files can be imported, moved, and purged in VOSS. They can't be created or edited in the VOSS UI.

These are audio files containing, for example, predefined chat responses and music on hold.

The flows are designed on the Webex Control Hub Flow Designer and allow for the routing of real-time calls through the system, how agents are assigned to calls and what occurs at each stage of the process. This is done by the configuration of activities and events.

Model Details: device/spark/CXAudioFile

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
ID			Unique identifier for the object.	Field Name: id Type: String MaxLength: 1024
Name			Name of the object.	Field Name: name Type: String MaxLength: 1024
Audio File Description			Description of the audio file.	Field Name: description Type: String MaxLength: 1024
System Default			Audio file system default.	Field Name: systemDefault Type: Boolean
Blob ID			Unique identifier for the blob.	Field Name: blobId Type: String MaxLength: 1024
Content Type			MIME type of the content.	Field Name: contentType Type: String MaxLength: 1024
Created Time			Timestamp when the object was created.	Field Name: createdTime Type: String MaxLength: 1024
Last Updated Time			Timestamp when the object was last updated.	Field Name: lastUpdatedTime Type: String MaxLength: 1024
	References		references to Address Book entries	Field Name: references.[n] Type: Array
		Name	Name	Field Name: references.[n].name Type: String MaxLength: 1024
		Reference Model Type	Type	Field Name: references.[n].type Type: String MaxLength: 1024
		ID	ID	Field Name: references.[n].id Type: String MaxLength: 1024

Model: device/spark/CXAudioFile

Channels

How Contact Center is organized in VOSS

Agent Lifecycle Management

Automation, Integration, and Visibility

Webex Contact Center customer experience

Model Details: device/spark/CXAudioFile