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September 08, 2024 |1735 view(s) |1 people thought this was helpful View change log

Set up voice settings for Webex Contact Center

In this article

After you have synchronized Control Hub users with the Contact Center, you can
set up telephony by adding dial numbers. These dial numbers allow you to
receive customer calls into your Contact Center. You can also view available
dialing numbers and the numbers that are assigned to the entry points. This
article also helps you manage call settings, and view concurrent voice call details
for the tenant.

Set up inbound dial numbers

After your users are ready, you can add dial numbers for receiving customer calls into your Contact Center.
You can also view available dialing numbers and the numbers that are assigned to the entry points. To add
an inbound number:

1 Sign in to Control Hub.

2 Select Services > Contact Center.

 3 From the Contact Center navigation pane, select Tenant Settings > Voice.

Refer to the following for detailed options available in telephony settings:

For Webex Calling:

Select the number that you want to map to this entry point.

Availabl
The Webex Calling location main number doesn’t appear in this list. If you need to use
e
that main number for mapping, change the main number. For details on managing
numbers numbers, see the article Manage Numbers in Locations.
/DN
You can't use a toll-free number Entry Point mapping without the appropriate entitlement. Use
a toll number to map an entry point if you don't have Cisco Bundle 2: Inbound toll-free
number access add-on and if the Telephony type is Cisco PSTN.

Entry
Choose the entry point to which you want to map the DN.
Point

4 Type the dial number.

Enter ‘tab’ or ‘return’ after typing a number or number range. Use commas to separate multiple entries, for
example, 2145551234, 2145551236-2145551239.

5 Click Add to add the number.

6 Click Save to save Telephony Settings.

You can view Available Numbers also in Telephony Settings.

Manage call settings

Call settings allow you to manage inbound calls by settings up short-call threshold, sudden disconnect
threshold, default ANI, and flexibility to record the calls. These features help in enhancing calls experience
for your agents. To set up or manage call settings:

1 Sign in to Control Hub.

2 Select Services > Contact Center .

3 From the Contact Center navigation pane, select Tenant Settings > Voice.

Refer to the following table for detailed information on the options available for call settings:

Webe
Te Pa x
Setting Description na rtn Conta
nt er ct
Center

Short
Call The time interval, in seconds, to determine whether the call is short or
Y Y Y
Thresho abandoned.
ld

Sudden
The time interval in seconds to determine whether the agent handles the call
Disconn
or the call ends. The time determines if there's an issue with the connectivity
ect Y Y Y
or with the behavior of the agent. You can consider a call as disconnected, if
Thresho
it terminates within the given time interval after reaching a destination site.
ld

The default dial number for outdial calls that a tenant uses. If an agent
doesn't select a specific outdial ANI (Automatic Number Identification) for an
outdial call, the customer's caller ID shows the default dial number.

The dial number must be map to an entry point to be available as the

Default
default outdial ANI. For more information, see Entry Point Mappings.
Outdial Y
ANI By default, the first dial number that is mapped to an entry point is
displayed as the default outdial ANI.

If a dial number isn't mapped to an entry point, the Default Outdial

ANI field indicates Not Configured .

If this setting is Yes, the system records all inbound and outdial calls.
Record
If this setting is No, the system records the calls based on the settings for Y Y Y
s all call
each queue.

4 Go to Call settings and set the values for required fields.

To select a default outdial ANI for the tenant, select the outdial ANI from the Default Outdial ANI drop-
down list.

For recording all calls, click the toggle button to enable or disable the recording in Records all call
option.

5 Click Save to save Voice Settings.

View concurrent voice contact settings

Setting Description

The number of concurrent voice contact sessions that the tenant is entitled to.

This entitlement is based on the following formula:

((Number of committed Standard Agent licenses + Number of committed Premium Agent licenses)
x 3) + Number of Add-on IVR port licenses

One session (interaction) in surge protection includes all the inbound and outbound calls related
to that session.

Entitlements

For zero commitment orders, the default value of Concurrent

Voice Contact Entitlements is:

100 + Number of Add-on IVR port licenses.

You can't modify value of Concurrent Voice Contact
Entitlements.

The percentage of voice contact sessions that the tenant can have, over and above the
Surge Concurrent Voice Contact Entitlements.
percentage
The default surge percentage is 30%.

Auto-reset
If you toggle this to enable, Contact Center will auto-reset the surge percentage to default within
surge
the set override duration.
percentage

You can view this setting only if you have enabled the Auto-reset surge percentage setting.
Auto-reset
date
This is the date when the surge percentage will be set back to default.
Setting Description

The maximum number of concurrent voice contact sessions that are allowed for the tenant. The
contact center drops any inbound or outbound voice contacts after reaching this threshold.

This value is derived from the Concurrent Voice Contact Entitlements and the Voice Contact
Surge Percentage fields.

For example, if the concurrent voice contact entitlements are 300 and the surge percentage is
30% (default value), the Maximum Concurrent Voice Contact Threshold is calculated as:

300 x 1.3 = 390

Maximum
Threshold
If the Maximum Concurrent Voice Contact Threshold is
insufficient for your business requirements, submit a service
request to Cisco Support to have the value adjusted. Cisco
Support adjusts the surge percentage to ensure that the
required Maximum Concurrent Voice Contact Threshold is
available for your tenant.
The Maximum Concurrent Voice Contact Threshold cannot
exceed 13000.

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