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.

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

Model Details: relation/WebexCXChannel

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
End Point				Group Assigned by FDP	Field Name: End Point Type: Object
	Plan Name			Name of the plan	Field Name: End Point.name Type: String MaxLength: 1024
	Description			Description of the plan	Field Name: End Point.description Type: String MaxLength: 1024
	Entry Point Type *			Type of the entry point	Field Name: End Point.entryPointType Type: String MaxLength: 1024 Choices: ["Inbound", "Outbound"]
	Channel Type *			The type of channel for the queue.	Field Name: End Point.channelType Type: String MaxLength: 1024 Choices: ["Chat", "Email", "Social Channel", "Telephony"]
	Asset ID			Unique identifier for the asset	Field Name: End Point.assetId Type: String MaxLength: 1024
	Outdial Transfer To Queue Enabled			Indicates if outdial transfer to queue is enabled	Field Name: End Point.outdialTransferToQueueEnabled Type: Boolean
	Active Status			Indicates if the schema is active	Field Name: End Point.active Type: Boolean
	Created Time			Timestamp when the schema was created	Field Name: End Point.createdTime Type: String MaxLength: 1024
	Last Updated Time			Timestamp when the schema was last updated	Field Name: End Point.lastUpdatedTime Type: String MaxLength: 1024
End Point Settings				Group Assigned by FDP	Field Name: End Point Settings Type: Object
	Social Channel Type			Type of social channel.	Field Name: End Point Settings.socialChannelType Type: String MaxLength: 1024 Choices: ["MessageBird", "Messenger"]
	Service Level Threshold			Service level threshold	Field Name: End Point Settings.serviceLevelThreshold Type: Integer
	Maximum Active Contacts			Maximum number of active contacts	Field Name: End Point Settings.maximumActiveContacts Type: Integer
	Control Flow Script URL			URL for the control flow script	Field Name: End Point Settings.controlFlowScriptUrl Type: String MaxLength: 1024
	Overflow Number			Overflow phone number	Field Name: End Point Settings.overflowNumber Type: String MaxLength: 1024
	Timezone			Timezone of the plan	Field Name: End Point Settings.timezone Type: String MaxLength: 1024
	Subscription ID			Unique identifier for the subscription	Field Name: End Point Settings.subscriptionId Type: String MaxLength: 1024
	Route Point ID			Unique identifier for the route point	Field Name: End Point Settings.routePointId Type: String MaxLength: 1024
	Flow ID			ID of the flow	Field Name: End Point Settings.flowId Type: String Target: device/spark/CXFlow Target attr: name MaxLength: 1024 Format: uri
	Flow Tag ID			ID of the flow tag	Field Name: End Point Settings.flowTagId Type: String MaxLength: 1024
	Music On Hold ID			Unique identifier for the music on hold	Field Name: End Point Settings.musicOnHoldId Type: String Target: device/spark/CXAudioFile Target attr: name MaxLength: 1024 Format: uri
	Outdial Queue ID			Unique identifier for the outdial queue	Field Name: End Point Settings.outdialQueueId Type: String MaxLength: 1024
	System Default			Indicates if the plan is a system default	Field Name: End Point Settings.systemDefault Type: Boolean
	DN EP Mapping Count			Number of DN EP mappings	Field Name: End Point Settings.dnEpMappingCount Type: Integer
Support Number				Group Assigned by FDP	Field Name: Support Number Type: Object
		Dial Number			Field Name: dialNumber.[n] Type: Array
			Webex Calling location	Unique identifier for the location	Field Name: Support Number.dialNumber.[n].location Type: String MaxLength: 1024
			Support Number	Dialled phone number	Field Name: Support Number.dialNumber.[n].dialledNumber Type: String MaxLength: 1024
			PSTN Region	Unique identifier for the region	Field Name: Support Number.dialNumber.[n].regionId Type: String MaxLength: 1024
			Default ANI	Indicates if the default ANI is used	Field Name: Support Number.dialNumber.[n].defaultAni Type: Boolean
Entry Point References				Group Assigned by FDP	Field Name: Entry Point References Type: Object
		References		references to Address Book entries	Field Name: references.[n] Type: Array
			Name	Name	Field Name: Entry Point References.references.[n].name Type: String MaxLength: 1024
			Reference Model Type	Type	Field Name: Entry Point References.references.[n].type Type: String MaxLength: 1024

Model: relation/WebexCXChannel

Channels

How Contact Center is organized in VOSS

Agent Lifecycle Management

Automation, Integration, and Visibility

Model Details: relation/WebexCXChannel