WxCC - Webex Contact Center

• Provisioning email comes from - [email protected]
• https://gobeta.webex.com/welcome/
• Whats New
• WxCC Trials

• Partner Helpdesk - https://help.webex.com/en-us/contact
  • click on “No, but I still need help” button
  • enter 'Chat with an Partner Helpdesk'
  • Provide further details such as Problem Description, select appropriate Cisco Platform (in this case select Webex Contact Center) & click Continue. ​​​​​​​

• WXCC - Call Flow Provisioning Summary
• Webex Calling Tips when used with WxCC
• WxCC - End User Page

• https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture

• https://admin.webex.com/ - Control Hub
• https://portal-v2.wxcc-eu2.cisco.com/ - WxCC - Admin/Supervisor Portal
• https://desktop.wxcc-eu1.cisco.com/ - Agent (UK)
• https://desktop.wxcc-eu2.cisco.com/ - Agent (Ireland/Germany)
• Wx Admin - Gold Tenant
• WXCC Management Portal - Gold Tenant

• https://web-int.webex.com/spaces
• Webex Status

• WFO FAQ

• WxCC Docs
• Configuration Guides
• End User Guides
• Troubleshooting
• Webex-Contact-Center-license-consumption-and-reporting
• Lab guides

• https://developer.webex.com/blog/introducing-the-webex-contact-center-apis-and-developer-portal
• https://developer.webex-cx.com/
• https://github.com/CiscoDevNet/webex-contact-center-api-samples
• https://github.com/WebexSamples/webex-contact-center-api-samples
• Configure Webex Contact Center APIs with Postman as an Application

• Type of Records Available in Each Repository

• https://developer.webex-cx.com/documentation/search
• https://developer.webex-cx.com/documentation/search/v1/search-tasks
• https://developer.webex-cx.com/documentation/guides/getting-started-with-search-api/
• https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample
• https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-wallboard-sample
• https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-powerbi-sample

• https://cisco.sharepoint.com/sites/WxCCPartnerEnablement
• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/Voiceonboarding2/wcc-voice-onboarding-2-book/wcc_b__voiceonboarding_cube_license.html
• https://www.cisco.com/c/en/us/support/customer-collaboration/webex-contact-center/products-installation-and-configuration-guides-list.html
• https://portal-v2.wxcc-eu1.cisco.com/ccone-help-new/index.html#!g_webexcc-overview.html (need to be logged in)

• My WxCC Flow Designer Page
• https://portal-v2.wxcc-us1.cisco.com/ccone-help-new/variables-and-expressions-in-flow-designer.html#!webexcc-working-with-flow-designer.html

Extract from Cisco docs:

Estimated Wait Time Calculation

The Estimated Wait Time (EWT) is reported in ms.

To calculate EWT, the application collects all statistically valid samples (a sample is the average of wait times for tasks that successfully connected to an agent in a one-minute interval) for the last XX minutes specified by the user-defined Lookback Time. The average value of the samples collected is used as the EWT.

Statistically valid samples are those samples collected, for which the maximum value for CoV (Coefficient of Variance of the wait times for those tasks that got connected to an agent in each one minute interval) falls below 40 percent.

If the percentage of valid samples collected for the user-defined Lookback Time falls below 40 percent, the EWT isn’t computed.

• https://webexcc-sa.github.io/tools/pebble/pebble

• https://golearn.webex.com/learn/signin

• https://developer.webex-cx.com/
• https://webexcctsa.github.io/wxcc-usecases/pages/SupervisorControls/

• https://developer.webex-cx.com/documentation/guides/desktop#finesse-gadget-migration
• Desktop Layout
• https://developer.webex-cx.com/documentation/guides/desktop
• developer

• Wallboard Sample using WebexCC Reporting APIs

• https://admin.webex.com/login?customerOrgId=5818cf70-ae2c-4baa-8f1f-48887c8a806a
• Webex Connect

• Google Sheet

• [email protected]

  Administrator

• [email protected]

  Premium Agent

• [email protected]

  Standard Agent

• [email protected]

  Agent (not created on WxAdmin)

• [email protected]

  Supervisor (not created on WxAdmin or gmail yet)

• [email protected]

  Gerry Webex Training Account

• https://business.facebook.com/home/accounts?business_id=1017376953109505

• [email protected]

• 01 711 7600 - 7689

!
voice class e164-pattern-map 1
description Cisco WX CC DDIs
e164 +353171176[0-8].$
!
voice class server-group 1
ipv4 10.x.x.x preference 1
ipv4 10.x.x.x preference 2
description Cisco Webex CC
!
voice class server-group 2
ipv4 10.x.x.x preference 1
ipv4 10.x.x.x preference 2
description Cisco CUCM
!
dial-peer voice 300 voip
description Inbound dial-peer
session protocol sipv2
incoming called-number .
voice-class codec 1 offer-all
voice-class sip bind control source-interface Loopback0
voice-class sip bind media source-interface Loopback0
dtmf-relay rtp-nte
no vad
!
dial-peer voice 101 voip
description Cisco CC SBC Server Group
translation-profile outgoing SIP-voice
preference 1
session protocol sipv2
session server-group 1
destination e164-pattern-map 1
voice-class codec 1 offer-all
voice-class sip profiles 2
voice-class sip options-keepalive profile 1
voice-class sip bind control source-interface Loopback0
voice-class sip bind media source-interface Loopback0
dtmf-relay rtp-nte
no vad
!
dial-peer voice 201 voip
description eircom SIP-CUCM
translation-profile outgoing SIP-voice
preference 1
destination-pattern .T
session protocol sipv2
session server-group 2
voice-class codec 1 offer-all
voice-class sip profiles 1
voice-class sip options-keepalive profile 1
voice-class sip bind control source-interface Loopback1
voice-class sip bind media source-interface Loopback1
dtmf-relay rtp-nte
no vad

• SIP Trunk - CSS-CUBE
• CSS-CUBE → PT-CUBE-Xlate, PT-Internal
• Translation Patterns
  • 0! → CSS-National → Prefix 9
  • 017117[4-6]XX → Internal → 5XXXX

Demo Website

• http://purplepi.ie/chat/webex/index.html

Or Copy and paste JavaScript Code into https://www.w3schools.com/html/tryit.asp?filename=tryhtml_default

<script>
    //Name of the Customer Support Template: CCBU_Chat_Template
    //Name of the Organisation: Eir GOLD
      (function(document, script) {
      var bubbleScript = document.createElement(script);
      e = document.getElementsByTagName(script)[0];
      bubbleScript.async = true;
      bubbleScript.CiscoAppId =  'cisco-chat-bubble-app';
      bubbleScript.appPrefix = 'bts';
      bubbleScript.DC = 'appstaging.ciscoccservice.com';
      bubbleScript.orgId = '19f07ce0-4d06-4fdc-9323-fec2b2c4ba26';
      bubbleScript.templateId = '125e96a0-6614-11eb-9e1d-d191edf0c705';
      bubbleScript.src = 'https://bubble.appstaging.ciscoccservice.com/bubble.js';
      bubbleScript.type = 'text/javascript';
      bubbleScript.setAttribute('charset', 'utf-8');
      e.parentNode.insertBefore(bubbleScript, e);
      })(document, 'script');
</script>

• https://help.webex.com/en-us/article/jr1i3r/Configure-Local-Gateway-on-Cisco-IOS-XE-for-Webex-Calling
• https://help.webex.com/en-us/article/b2exve/Port-Reference-Information-for-Webex-Calling
• https://help.webex.com/en-us/article/n4cprps/Prepare-Your-Environment-for-Webex-Calling

• https://int-admin.webex.com/login
• 01 711 76[0-8]X
• Control Hub: https://int-admin.webex.com/
• Portal: https://portal.ext.appstaging.ciscoccservice.com/portal/home.html
• Agent: https://agent.ext.appstaging.ciscoccservice.com/ada-ws/home
• Analyzer: https://analyzer.ext.appstaging.ciscoccservice.com/analyzer/home

• https://trustportal.cisco.com/c/r/ctp/trust-portal.html?doctype=SOC|FedRAMP|ISO|PCI%20DSS|C5&search_keyword=contact%2027001#/19530588503677070
• https://trustportal.cisco.com/c/r/ctp/trust-portal.html?doctype=SOC|FedRAMP|ISO|PCI%20DSS|C5&search_keyword=contact%2027001#/1634745025825846
• https://trustportal.cisco.com/c/r/ctp/trust-portal.html?search_keyword=webex%20contact%20center#/trustpackage/0708432998617199

• https://webexcc-sa.github.io
• https://webexcc-sa.github.io/partner-summit/pages/Fundamental/
• https://webexcc-sa.github.io/partner-summit/pages/Advanced/

• https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center
• https://portal-v2.wxcc-us1.cisco.com/ccone-help-new/webexcc-t-setup-new-sms-channel.html#!webexcc-t-setup-new-sms-channel.html

• https://cisco.sharepoint.com/sites/WxCCPartnerEnablement?FollowSite=1&SiteName=Webex%20Contact%20Center%20Partner%20Success%20Portal
• https://cisco.sharepoint.com/sites/WxCCPartnerEnablement/SitePages/Procuring-WhatsApp.aspx