[Index]

Model: device/spark/CXDesktopProfile

Channels

Full HTML Help

:bdg:`Contact Center Management`

System Message: ERROR/3 (<string>, line 9); backlink

Unknown interpreted text role "bdg".

Tip

Use the Action search to navigate Automate

Overview

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.

Related topics

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:

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:

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:

Webex Contact Center Desktop Experience

Full HTML Help

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: 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:

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: Webex Contact Center Advanced.

Model Details: device/spark/CXDesktopProfile

Title Description Details
General Settings Group Assigned by FDP
  • Field Name: General Settings
  • Type: Object
Name Name of the Desktop Profile
  • Field Name: General Settings.name
  • Type: String
  • MaxLength: 1024
Description A brief explanation of the Desktop Profile
  • Field Name: General Settings.description
  • Type: String
  • MaxLength: 1024
Parent Type * Type of the parent entity
  • Field Name: General Settings.parentType
  • Type: String
  • MaxLength: 1024
  • Choices: ["Tenant", "Site"]
Site ID ID of the site
  • Field Name: General Settings.siteId
  • Type: String
  • Target: device/spark/CXSite
  • Target attr: name
  • MaxLength: 1024
  • Format: uri
Screen Popup Indicates if screen popup is enabled
  • Field Name: General Settings.screenPopup
  • Type: Boolean
Last Agent Routing Indicates if last agent routing is enabled
  • Field Name: General Settings.lastAgentRouting
  • Type: Boolean
Auto Answer Indicates if auto answer is enabled
  • Field Name: General Settings.autoAnswer
  • Type: Boolean
Active Indicates whether the Desktop Profile is active
  • Field Name: General Settings.active
  • Type: Boolean
Created Time Creation time (in epoch millis) of this resource
  • Field Name: General Settings.createdTime
  • Type: String
  • MaxLength: 1024
Last Updated Time Time (in epoch millis) when this resource was last updated
  • Field Name: General Settings.lastUpdatedTime
  • Type: String
  • MaxLength: 1024
Threshold Rules The Agent Thresholds page appears only if your enterprise uses the Threshold Alerts feature. If your enterprise uses the Agent Threshold Alerts feature, the page also provides settings to specify the thresholds associated with the agent.
  • Field Name: thresholdRules.[n]
  • Type: Array
Idle/Wrap-Up Codes Group Assigned by FDP
  • Field Name: Idle/Wrap-Up Codes
  • Type: Object
Auto Wrap-Up Indicates if auto wrap-up is enabled
  • Field Name: Idle/Wrap-Up Codes.autoWrapUp
  • Type: Boolean
Auto Wrap After Seconds Time in seconds after which auto wrap-up is triggered
  • Field Name: Idle/Wrap-Up Codes.autoWrapAfterSeconds
  • Type: Integer
Allow Auto Wrap-Up Extension Indicates if auto wrap-up extension is allowed
  • Field Name: Idle/Wrap-Up Codes.allowAutoWrapUpExtension
  • Type: Boolean
Agent Available After Outdial Indicates if the agent is available after an outdial
  • Field Name: Idle/Wrap-Up Codes.agentAvailableAfterOutdial
  • Type: Boolean
Access Wrap-Up Code * Access level for wrap-up codes, if Specific is selected the list must contain a default wrap-up code
  • Field Name: Idle/Wrap-Up Codes.accessWrapUpCode
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "Specific"]
Wrap-Up Codes List of wrap-up codes associated with the Desktop Profile, the list must contain a default wrap-up code
  • Field Name: wrapUpCodes.[n]
  • Type: Array
Access Idle Code * Access level for idle codes, if Specific is selected the list must contain a default idle code
  • Field Name: Idle/Wrap-Up Codes.accessIdleCode
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "Specific"]
Idle Codes List of idle codes associated with the Desktop Profile, the list must contain a default idle code
  • Field Name: idleCodes.[n]
  • Type: Array
Collaboration Group Assigned by FDP
  • Field Name: Collaboration
  • Type: Object
Entry Point transfer targets * Access level for entry points and queues
  • Field Name: Collaboration.accessEntryPoint
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "None", "Specific"]
Select Entry Points List of entry points
  • Field Name: entryPoints.[n]
  • Type: Array
Queue transfer targets * Access level for queues
  • Field Name: Collaboration.accessQueue
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "None", "Specific"]
Select Queues List of queues
  • Field Name: queues.[n]
  • Type: Array
Consult to Queue Indicates if consult to queue is enabled
  • Field Name: Collaboration.consultToQueue
  • Type: Boolean
Buddy Teams * Access level for buddy teams
  • Field Name: Collaboration.accessBuddyTeam
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "None", "Specific"]
Select Teams List of buddy teams
  • Field Name: buddyTeams.[n]
  • Type: Array
Show User Details MS Indicates if user details for MS are shown
  • Field Name: Collaboration.showUserDetailsMS
  • Type: Boolean
State Synchronization MS Indicates if state synchronization for MS is enabled
  • Field Name: Collaboration.stateSynchronizationMS
  • Type: Boolean
Show User Details Webex Indicates if user details for Webex are shown
  • Field Name: Collaboration.showUserDetailsWebex
  • Type: Boolean
State Synchronization Webex Indicates if state synchronization for Webex is enabled
  • Field Name: Collaboration.stateSynchronizationWebex
  • Type: Boolean
Dial Plans Group Assigned by FDP
  • Field Name: Dial Plans
  • Type: Object
Outdial Enabled Indicates if outdial is enabled
  • Field Name: Dial Plans.outdialEnabled
  • Type: Boolean
Outdial Entry Point ID ID for outdial entry point
  • Field Name: Dial Plans.outdialEntryPointId
  • Type: String
  • MaxLength: 1024
Outdial ANI ID ID for outdial ANI
  • Field Name: Dial Plans.outdialANIId
  • Type: String
  • Target: device/spark/CXOutdialANI
  • Target attr: name
  • MaxLength: 1024
  • Format: uri
Address Book ID ID of the address book
  • Field Name: Dial Plans.addressBookId
  • Type: String
  • Target: device/spark/CXAddressBook
  • Target attr: name
  • MaxLength: 1024
  • Format: uri
Dial Plan Enabled Indicates if the dial plan is enabled
  • Field Name: Dial Plans.dialPlanEnabled
  • Type: Boolean
Dial Plans List of dial plans
  • Field Name: dialPlans.[n]
  • Type: Array
Voice Channel options Group Assigned by FDP
  • Field Name: Voice Channel options
  • Type: Object
Login Voice Options List of login voice options
  • Field Name: loginVoiceOptions.[n]
  • Type: Array
Agent DN Validation * Validation level for agent DN
  • Field Name: Voice Channel options.agentDNValidation
  • Type: String
  • MaxLength: 1024
  • Choices: ["Unrestricted", "Provisioned Directory Number", "Validate using Dial Plans"]
Select Dial Plans Criteria for agent DN validation
  • Field Name: Voice Channel options.agentDNValidationCriteria
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "Specific"]
Dial Plans List of validation criterions for agent DN
  • Field Name: agentDNValidationCriterions.[n]
  • Type: Array
Agent Statistics Group Assigned by FDP
  • Field Name: Agent Statistics
  • Type: Object
Agent Stats Indicates if agent statistics are viewable
  • Field Name: Agent Statistics.agentStats
  • Type: Boolean
Viewable Statistics
  • Field Name: viewableStatistics
  • Type: Object
Agent Stats Indicates if agent statistics are viewable
  • Field Name: Agent Statistics.viewableStatistics.agentStats
  • Type: Boolean
Access Queue Stats * Access level for queue statistics
  • Field Name: Agent Statistics.viewableStatistics.accessQueueStats
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "None", "Specific"]
Contact Service Queues List of contact service queues
  • Field Name: contactServiceQueues.[n]
  • Type: Array
Logged-In Team Stats Indicates if logged-in team statistics are viewable
  • Field Name: Agent Statistics.viewableStatistics.loggedInTeamStats
  • Type: Boolean
Access Team Stats * Access level for team statistics
  • Field Name: Agent Statistics.viewableStatistics.accessTeamStats
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "None", "Specific"]
Teams List of teams for statistics
  • Field Name: teams.[n]
  • Type: Array
Access Queue Stats * Access level for queue statistics
  • Field Name: Agent Statistics.accessQueueStats
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "None", "Specific"]
Contact Service Queues List of contact service queues
  • Field Name: contactServiceQueues.[n]
  • Type: Array
Logged-In Team Stats Indicates if logged-in team statistics are viewable
  • Field Name: Agent Statistics.loggedInTeamStats
  • Type: Boolean
Access Team Stats * Access level for team statistics
  • Field Name: Agent Statistics.accessTeamStats
  • Type: String
  • MaxLength: 1024
  • Choices: ["All", "None", "Specific"]
Teams List of teams for statistics
  • Field Name: teams.[n]
  • Type: Array
Desktop Timeout Group Assigned by FDP
  • Field Name: Desktop Timeout
  • Type: Object
Desktop Inactivity Custom Enabled Indicates if custom timeout for desktop inactivity is enabled
  • Field Name: Desktop Timeout.timeoutDesktopInactivityCustomEnabled
  • Type: Boolean
Desktop Inactivity Minutes Custom timeout duration for desktop inactivity in minutes
  • Field Name: Desktop Timeout.timeoutDesktopInactivityMins
  • Type: Integer
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