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.

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/CXContactServiceQueue

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
General Settings						Group Assigned by FDP	Field Name: General Settings Type: Object
	Queue Name					Name of the queue.	Field Name: General Settings.name Type: String MaxLength: 1024
	Queue Description					Description of the queue.	Field Name: General Settings.description Type: String MaxLength: 1024
	Queue Type *					Type of the queue.	Field Name: General Settings.queueType Type: String MaxLength: 1024 Choices: ["Inbound", "Outbound"]
	Channel Type *					The type of channel for the queue.	Field Name: General Settings.channelType Type: String MaxLength: 1024 Choices: ["Chat", "Email", "Social Channel", "Telephony"]
	Active Status					Indicates if the queue is active.	Field Name: General Settings.active Type: Boolean
	Created Time					Timestamp when the queue was created.	Field Name: General Settings.createdTime Type: String MaxLength: 1024
	Last Updated Time					Timestamp when the queue was last updated.	Field Name: General Settings.lastUpdatedTime Type: String MaxLength: 1024
Contact Routing Settings						Group Assigned by FDP	Field Name: Contact Routing Settings Type: Object
	Outdial Campaign					Outdial Campaign will enable you to set-up your Contact Center for Outdial Calls.	Field Name: Contact Routing Settings.outdialCampaignEnabled Type: Boolean
	Queue Routing Type *					Routing strategy for the queue.	Field Name: Contact Routing Settings.routingType Type: String MaxLength: 1024 Choices: ["Longest Available Agent", "Skills Based"]
	Skill-Based Routing Type					Type of skill-based routing.	Field Name: Contact Routing Settings.skillBasedRoutingType Type: String MaxLength: 1024 Choices: ["Best Available Agent", "Longest Available Agent"]
		Call Distribution				Groups for call distribution within the queue.	Field Name: callDistributionGroups.[n] Type: Array
				Agent Groups		List of agent groups in the call distribution group.	Field Name: agentGroups.[n] Type: Array
					Team ID *	Identifier for the team.	Field Name: Contact Routing Settings.callDistributionGroups.[n].agentGroups.[n].teamId Type: String Target: device/spark/CXTeam Target attr: name MaxLength: 1024 Format: uri
			Duration *			Duration for this group in seconds.	Field Name: Contact Routing Settings.callDistributionGroups.[n].duration Type: Integer
			Order *			Order of the call distribution group.	Field Name: Contact Routing Settings.callDistributionGroups.[n].order Type: Integer Minimum: 1
Advanced Settings						Group Assigned by FDP	Field Name: Advanced Settings Type: Object
	Monitoring Permitted					Indicates if monitoring is permitted.	Field Name: Advanced Settings.monitoringPermitted Type: Boolean
	Recording Permitted					Indicates if recording is permitted.	Field Name: Advanced Settings.recordingPermitted Type: Boolean
	Record All Calls Permitted					Indicates if recording all calls is permitted.	Field Name: Advanced Settings.recordingAllCallsPermitted Type: Boolean
	Pause Recording Permitted					Indicates if pausing recording is permitted.	Field Name: Advanced Settings.pauseRecordingPermitted Type: Boolean
	Recording Pause Duration					Maximum pause duration for recordings in seconds.	Field Name: Advanced Settings.recordingPauseDuration Type: Integer
	Service Level Threshold					Service level threshold in hours if Channel Type is EMAIL else it is seconds.	Field Name: Advanced Settings.serviceLevelThreshold Type: Integer
	Maximum Time in Queue *					Maximum time a contact can spend in the queue in hours if Channel Type is EMAIL else it is seconds.	Field Name: Advanced Settings.maxTimeInQueue Type: Integer
	Music In Queue Media File Id					Music In Queue Media File Id.	Field Name: Advanced Settings.defaultMusicInQueueMediaFileId Type: String Target: device/spark/CXAudioFile Target attr: name MaxLength: 1024 Format: uri
	Timezone					Timezone of the queue.	Field Name: Advanced Settings.timezone Type: String MaxLength: 1024
Other Settings						Group Assigned by FDP	Field Name: Other Settings Type: Object
	Parking Permitted					Indicates if parking is permitted.	Field Name: Other Settings.parkingPermitted Type: Boolean
	IVR Requeue URL					URL for IVR requeue.	Field Name: Other Settings.ivrRequeueUrl Type: String MaxLength: 1024
	Control Flow Script URL					URL for the control flow script.	Field Name: Other Settings.controlFlowScriptUrl Type: String MaxLength: 1024
	Overflow Number					Overflow phone number in E.164 format.	Field Name: Other Settings.overflowNumber Type: String MaxLength: 1024 Pattern: ^\+\d{10,15}$
	Check Agent Availability					Whether to check agent availability.	Field Name: Other Settings.checkAgentAvailability Type: Boolean
	Maximum Active Contacts					Maximum number of active contacts allowed in the queue.	Field Name: Other Settings.maxActiveContacts Type: Integer
	Social Channel Type					Type of social channel.	Field Name: Other Settings.socialChannelType Type: String MaxLength: 1024 Choices: ["MessageBird", "Messenger", "WhatsApp"]
References						Group Assigned by FDP	Field Name: References Type: Object
		References				references to Address Book entries	Field Name: references.[n] Type: Array
			Name			Name	Field Name: References.references.[n].name Type: String MaxLength: 1024
			Reference Model Type			Type	Field Name: References.references.[n].type Type: String MaxLength: 1024

Model: device/spark/CXContactServiceQueue

Channels

How Contact Center is organized in VOSS

Agent Lifecycle Management

Automation, Integration, and Visibility

Webex Contact Center customer experience

Model Details: device/spark/CXContactServiceQueue