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 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/CXAuxiliaryCode

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			A name for the code.	Field Name: name Type: String MaxLength: 1024
ID			ID of this contact center resource.	Field Name: id Type: String MaxLength: 1024
Description			A short description indicating the context of the code.	Field Name: description Type: String MaxLength: 1024
Active			Indicates whether the code is active(when true) or not active(when false).	Field Name: active Type: Boolean
System Default			Indicates whether the created resource is system created or not.	Field Name: systemDefault Type: Boolean
Default Code			Indicates whether this is the default code(true) or not(false).	Field Name: defaultCode Type: Boolean
Is System Code			Indicates whether this is the system default code(true) or not(false).	Field Name: isSystemCode Type: Boolean
Work Type Name			Indicates the work type name associated with this code.	Field Name: workTypeName Type: String MaxLength: 1024
Work Type Id			Indicates the work type id associated with this code.	Field Name: workTypeId Type: String MaxLength: 1024
Work Type Code			Identifier for the Work Type being created. Can be 'WRAP_UP_CODE' or 'IDLE_CODE'.	Field Name: workTypeCode Type: String MaxLength: 1024 Choices: ["WRAP_UP_CODE", "IDLE_CODE"]
Burnout Inclusion			Indicates the idle code Inclusion status for agent burnout calculation. Default value is 'INCLUDED' for idle codes and 'NOT_APPLICABLE' for wrap up codes.	Field Name: burnoutInclusion Type: String MaxLength: 1024
Created Time			Creation time (in epoch millis) of this resource.	Field Name: createdTime Type: String MaxLength: 1024
Last Updated Time			Time (in epoch millis) when this resource was last updated.	Field Name: lastUpdatedTime Type: String MaxLength: 1024
version			The version of this resource. For a newly created resource, it will be 0 unless specified otherwise.	Field Name: version Type: Integer
	Links			Field Name: links.[n] Type: Array
		Relationship	Relationship	Field Name: links.[n].rel Type: String MaxLength: 1024
		HREF	HREF	Field Name: links.[n].href 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/CXAuxiliaryCode

Channels

How Contact Center is organized in VOSS

Agent Lifecycle Management

Automation, Integration, and Visibility

Webex Contact Center Desktop Experience

Model Details: device/spark/CXAuxiliaryCode