2023 AMS Design Challenge WXCC

© 2023 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
Webex Contact Center
Design Challenge J
Design Use cases
Cisco Contact Center Team
March 2023
Oops! Let me try to restore it!
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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Challenge)
Recall …

Webex CC
Cisco Provided
Bundled PSTN 1 Peering SBC
Webex
4 Calling CCP
2
Service Provider
vPOP Bridge Media Services Webex Calling Access SBC
Access Network Access Network
BYoPSTN 3 5 BYoPSTN
Webex Calling Endpoints
LGW
UCM Endpoints
Customer premise Customer premise
Customer has UCCX and wants to keep their existing PSTN, which options should be considered?
1. Option 1
2. Option 1 and 4
3. Option 3 and 5
4. Option 3
5. Option 5
6. Option 3 or 5
7. Option 2
Customer has UCCX and wants to keep their existing PSTN, which options should be considered
1. Option 1
2. Option 1 and 4
3. Option 3 and 5
4. Option 3
5. Option 5
6. Option 3 or 5
7. Option 2
Routing and Flow– Design Challenge Dmitry
Handling an Emergency situation
Challenge Possible Solution
A supervisor/admin needs ability to change

1 routing decision during an emergency 1 Global Variables
2 Business Hours - Overriders
Solution Design
Flow
Start Flow Global Condition
Entry Point
Variable
Queue 2
Business
Hours
Customer
Global Deployment – Design Challenge
KAL
Global Deployment – use case Use case
• International
Enterprise/ head
quarter in UK
• Customer has
UCCX in UK,
What are the Cisco options?
Japan &
Singapore
• Customer wants
consolidation of
all UCCX
• International
Enterprise/ head
quarter in UK UK
• Customer has Canada Japan
UCCX in UK,
Japan & EU
Singapore US India
• Customer wants
consolidation of
all UCCX
RTMS deployment ONLY Singapore
Deployed In progress Planned

App Canter
Australia
RTMS
vPOP
Webex Calling
EP-DN configuration
• International
mapping is required
Enterprise/ head
quarter in UK UK
• Customer has Japan
UCCX in UK,
Japan &
Singapore
• Customer wants
consolidation of
all UCCX
RTMS deployment ONLY Singapore

App Canter
RTMS
vPOP
Webex Calling
• International
Enterprise/ head
quarter in UK UK
• Customer has Japan
UCCX in UK,
Japan &
Singapore
• Customer wants
consolidation of
all UCCX Agents in UK, if they are
assigned to answer calls from
Japan or Singapore, they must
RTMS deployment ONLY log in with +E.164 Singapore

App Canter
RTMS
vPOP
Webex Calling
Global Deployment – use case
Singapore UK Japan
• International
Enterprise/ head
quarter in UK
• Customer has
UCCX in UK, RAS RAS RAS
Japan &
Singapore
• Customer wants Media Media Media
consolidation of Services Services Services
all UCCX
vPOP Bridge vPOP Bridge vPOP Bridge
BYoPSTN BYoPSTN BYoPSTN
SIngapore
© 2023 Cisco and/or its affiliates. All rights reserved.
Cisco Confidential
UK Japan
Reporting– Design Challenge KRISHNA
v For an Insurance customer of
Cisco they have two line of
businesses (auto & Home) and
their existing and prospective calls
to same customer care and
serviced by separate Queue’s.
v Calls within each LOB do

overflow b/w New and Existing
Queue after certain wait time in
the primary queue
Cindy (the manager) is looking

for below data points at LOB level
with Queue breakdown.
v Each LOB (auto & Home) has separate queue for new
customer and existing customers
v Calls within each LOB do overflow b/w New and

Existing Queue after certain wait time in the
primary queue
Cindy (the manager) is looking for below data points at

LOB level with Queue breakdown.
Outcome-1
1. How many customers reached out over customer care for any kind of support from
these two LOB’s using Voice channel during last week.
2. Avg Connected time
3. % abandoned calls
4. What was their Average queue wait time in each queue.
Outcome-1
1. How many customers reached out over customer care for any kind of support from these two LOB’s
using Voice channel during last week.
2. Avg Connected time
3. % abandoned calls
4. What was their Average queue wait time in each queue.
1. Repository ? , Queue
2. Start Time ?
3. Compute ?
4. Output Type (Format)?
5. Peripheral Variable (PV)?
6. Row Segment?
7. Filter?
1. Repository ?
• Queue
2. Start Time ?
• Last Week
3. Compute ?
• None
4. Output Type (Format)?
• Table
5. Peripheral Variable (PV)?
• Sum Of Queue Count
• Average of Connected Duration
• Calls Abandoned
• Percentage Abandoned (Percentage Abandoned / Sum Of Queue Count)
• Average Queue Duration
6. Row Segment?
• Queue Name
• Enhanced field (LOB) = Auto (Queue1 + Queue2) Home (Queue3 + Queue4)
7. Filter?
• Channel Type = telephony
She also looking for your recommendation as a
SME to see what additional insights she can get
on top of above to give her more helpful insights.
Outcome-2
As a Webex CC Data expert, what other
capabilities you can leverage above and beyond
what Cindy requested so that it can be more
presentable and provide more useful insights.
Please select from below and explain in

couple of sentences how it will help:
• Show Filter on Run Mode:

• Compound visualization:
• Customize Report Summary:
Student Exam board results Adam Cohen
Student Exam Board Results Service
• UK Exam board wants students to be able to scan QR Code to

obtain their results and optionally speak to an agent.
• They receive a personalized welcome message asking for their
student number.
• Look up exam results based on student number.
• Results sent back via WhatsApp.
• Student asked whether they want to be transferred to an agent.
• Transfer to agent.
Student Services – Steps Required
• UK Exam board wants students to be able to scan QR Code to obtain
Brainstorm - What Pre-Requisites/Steps/Nodes are required to setup this flow?
their results and optionally speak to an agent.
• They receive a personalized welcome message asking for their student
Challenges number.
• Look up exam results based on student number.
• Trigger WhatsApp Connect Flow and identify student.
• Results sent back via WhatsApp.
• Retrieve data from Exam Board Database and return results. • Student asked whether they want to be transferred to an agent.
• Transfer to agent
• Subsequent dialog with student including offering to chat to agents.
Flow Steps
• Create WhatsApp QR Code to trigger Connect Flow.
• Use student WhatsApp Id in HTTPS request to determine student name (Postman is your friend!)
• Send personalised WhatsApp welcome message asking for student number.
• Use student number in HTTPS request to determine student results and send results back.
• Ask whether students wants to chat with an agent.
• If they want to chat to agent transfer to agent.
Student Services – Flow
Look
Doesn’t
Connect
Send
Chat
Add up
awith
Perform
Offer to
Prepare want
results
back
aFlowto
triggered
agent
short
chat based
delay
withchat
–
database –and
personalised
Queue
an on
say
when
lookup
before
Conversation agentStudent
tothanks
student
Welcome
WxCC
to
next
and
Task in Number
find and
message
wait scans
Agent
out close
message
forstudent
case conversation.
QR code
asking
to for
name
response
we need and
escalatesends
Student
to anstarting
agent. word
Number
Student Services – Things to bear in mind
1. Search/Create Conversation – WA BUSINESS ID – needs to match WhatsApp App number
2. Create Task – App Id needs to match WhatsApp App Id
3. Queue Task – remember to set the WxCC Queue

4. Annotate your Flows – either using the name of the Node or the Notes fields.
5. If agent needs to see the bot dialog then don’t forget to Append the Conversation after each message – inbound and outbound.
Routing and Flow– Design Challenge Dmitry
Selecting preferred Agent (Last Agent Routing)
Challenge Possible Solution
A customer calls a Contact Center several

1 times and gets someone else on the line.
A customer has to tell the story over and

2 over again, which causes frustration.
Last Agent Routing is one of the options. When

someone calls a contact center the call details will be
saved to the Reporting system. During the next call,
through the reporting API can be extracted any call
details and use them in your routing logic.
Why
• If the same agent is available, The last agent routing gives the best
user expertise.
• Such calls can take precedence over the rest of the incoming calls.
Solution Design
Flow
Start Flow
Entry Point
5
HTTP HTTP Queue To
Request
2
Request Agent
1
2 4
Customer Agent
API
Gateway
Agent ID
Webex Reporting
OAuth 2.0
Webex CC
2. Last Agent Routing Flow
Reporting
Config Data
API
Gateway
Agent ID Agent Email
API Search URL

Config
ANI Agent ID API URL
GraphQL
Query
Extracting
Customer
ID
Json Go To
Queue to Extract
Path Main Menu Control Main Menu
Agent by Email ID
Query - Case Value = 2
email
Step 1: Application Server (Node.js example)
Token Generation
https://developer.webex-cx.com/documentation/authentication
GitHub Token Auth Sample:

https://github.com/CiscoDevNet/webex-contact-
center-api-samples/tree/main/app-auth-sample
Video: https://app.vidcast.io/share/861a3320-669c-
4edb-b284-3c1300130583
{
#LAST AGENT INTERACTIONS: Usage of filters, aggregates, pagination and custom
Step 2a: LAR Search API Request

fields to find when the customer called last in a 7 day window and who they reached
task(
#Check if Customer called in the last 7 days and who they were connected to
from: 1673354610973
to: 1673791267973 #This can be set to Date.now() in millis
timeComparator: createdTime #Filter by created Time only
filter: {
#Filter the type of Task
and: [
{ channelType: { equals: telephony } } #Telephony calls only
{ origin: { equals: "+3227045555" } } #Customer ANI
Body GraphQL
{ status: { equals: "ended" } } #Final Disposition
{ direction: { equals: "inbound" } } #Inbound call only
{ isActive: { equals: false } } #Resolved call only
]
}
POST https://api.wxcc-us1.cisco.com/search pagination: { cursor: "0" } #Display first page only
){
tasks {
#Task Metadata
id
Request Headers: createdTime
endedTime
Authorization: Bearer XXXXXXXXXXX origin
destination
Content-Type: application/json lastWrapupCodeName #Why the customer called

totalDuration
Accept: application/json
selfserviceDuration
captureRequested
#Treatment Details
owner {
#Agent Details
name
id
}
}
#Pagination Information
pageInfo {
endCursor
hasNextPage
}
}
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential }
39
Step 2b: LAR API Request POST URL
cURL version
(copy to Flow
Control body)
Response
status
Agent ID
40
Step 2c: LAR API Request Get URL
Agent ID
Agent’s
email
41
Agent and Supervisor Desktop – Design Challenge
ARUNABH
Omnichannel Agents Who Need Context..
Repeat callers that need to go to the
same Agent with the context of the
previous interaction.
Agents cannot multi-task but handle all

channel types.
Agents want to collaborate with other

Agents / Supervisors using calls or IM
(instant messaging)
Agents need a countdown timer of time

Business Users want contact
left on shift.
Identify Repeat Callers
Repeat callers that need to go to the same Agent with the context of the previous interaction.
What are ways to Identify Repeat callers?
What are ways to Identify Repeat callers?
Journey Data Analyzer
3rd Party Database

CRM
(Customer Owned)
What are ways to Show Customer Context?
CAD Variables Screen-pop
Custom Widget
Journey Widget
Screen Pop
Agents Cannot Multi-task
Agents cannot multi-task but handle all channel types.
Exclusive or Blended Real

Time?
Exclusive mode allows you to

only contact type at a time..
Agents Want to Collaborate with others
Agents want to collaborate with other Agents / Supervisors using calls or IM (instant messaging)
What are the settings we have available for Agent Collaboration?
Agent Profile: Collaboration Tab

(Consult/Transfer), Buddy Teams
Desktop Layout: Webex App

Enabled
Building a Countdown Timer for the Agent Shift..
Agents need a countdown timer of time left on shift. It’s almost FRIDAY!
What are the options we have today?
Desktop Layout? Clock Integration?
Header Widget? Calendar Integration?
Building a Header Widget
1 2
1. Customize Logo, Title
2. Header Region /
AdvancedHeader 3
Modify the Desktop Layout’s
header region to include a
Shift Timer!
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 50
How to Build a Widget?
Learner Samples, Video tutorials Out of Box Sample Widgets
github.com/ github.com/
CiscoDevNet/ CiscoDevNet/
webex-contact-center-api-samples webex-contact-center-widget-starter
Widgets 101 in Vanilla JS Starters in Lit, Angular, React
Getting Started with the

Example Layouts
JavaScript SDK
Call Control with the JavaScript

Sample Widgets
SDK
SDK GUIDE: developer.webex-cx.com/documentation/guides/desktop

LAYOUT: Desktop Layout Customization Guide
Call Deflection with context
Marco & Carles
What is Call Deflection?
• Call Deflection is reducing the number of calls that come into your
contact center, help desk, or other areas of your business by
diverting calls to alternate means of answering customer questions,
such as self-service or digital channels.
Why Call Deflection?
1. Digital channels
• Voice is an “Expensive” channel
• Agents can multitask Digital Channels
2. Self-service
• Chat bots allow for more complex self-service scenarios like product
ordering, appointment management or flight booking
Design challenge
• Flight booking
How to Call Deflect?
What about context?
Trigger Whatsapp Flow
Intercept
deflection with
chat bot and
escalate directly
CRM Connectors – Design Challenge ARUNABH
ServiceNow – Design challenge!
Customer wants to Achieve a “full integration” with ServiceNow for Webex CC
Define "Full" Integration!
ServiceNow – Design challenge!
Defining “full integration” with Webex Contact Center
• IVR lookup Current Incident from ServiceNow

using ANI.
• Route the call to the same Agent assigned to
the Incident.
• Agent screen pop with ServiceNow Incident.
• Open a new Incident if none exists?
• Administrators report on ServiceNow
• Track Webex CC Calls along with the Incident ID and
Customer Info on ServiceNow.
• Activity logs on the Incident must contain the
Incident ID and Customer data captured in IVR.
ServiceNow Challenge: Solution Breakdown
IVR lookup Current Incident from ServiceNow using ANI.
How do we IVR Lookup from Webex CC to ServiceNow?
IVR lookup Current Incident from ServiceNow using ANI.
• How do we IVR Lookup from Webex Contact Center to ServiceNow?
Build the ServiceNow IVR Connector as a Custom Connector!
Webex Control Hub
ServiceNow
Webex CC Flow Designer
Route the call to the same Agent assigned to the Incident.
What are the ways we support Agent Based Routing?
Route the call to the same Agent assigned to the Incident.
What are the ways we support Agent Based Routing?
Queue To Agent
Agent screen pop with ServiceNow Incident.
Can we change the default Screen pop page and behavior

on the CRM Connector?
Agent screen pop with ServiceNow Incident.
Can we change the default Screen pop page and behavior on the CRM Connector?
cti.do with Caller ANI is default
Yes this is configurable
screenpop_url property
Open a New Incident if none exists
Can we modify what happens when we screen pop the Incident Record on ServiceNow?
Product Documentation | ServiceNow

Yes.
Cti.do is a default
Business Rule
A Business Rule on ServiceNow is a

server-side script that runs when a
record is displayed, inserted,
deleted, or when a table is queried.
Use business rules to automatically
take actions when the specified
conditions are met
Product Documentation | ServiceNow

One can modify the default
Rule.
Make the script create an
incident.
Update the screenpop url with the

custom CTI Business Rule
screenpop_url =
"cti.do?sysparm_cti_rule=createIncide
nt&sysparm_caller_phone="
Administrators report on ServiceNow to track Webex CC Calls
along with the Incident ID and Customer Info.
Do we store Webex Contact Center Contact Session Data in ServiceNow?
Administrators report on ServiceNow to track Webex CC Calls
along with the Incident ID and Customer Info.
YES.
“WebexCC Activities”
Table
Activity logs and reports must contain the Incident ID and Customer Metadata captured in IVR.
Can we add CAD Variables to the Activity Log

AND
WebexCC Activity Table on ServiceNow?
Can we add CAD Variables to the Activity Log

AND
WebexCC Activity Table on ServiceNow?
This is an activity log = part of the This is the WebexCC Activity Table
Notes with out of box contact fields
YES.
CAD Variable Fields
are Customizable
Both Activity Log

AND
WebexCC Activities
Table
Hybrid Assets – Design Challenge B&S
Text-To- Whatsapp
Change from System
Engineer to Speech
Consultant SMS
fast
deployment Facebook
Think different! Msg.
No more Upgrade/
servers/Windows
Try, try, try…fast Voice BOTs
Customer Prototyping
Surveys
Chat BOTs
Your Chance for Webex CC:
Genesys Multicloud gets EOL
Example Customer Data – On Premise
MoneyMaker’s Bank has customer data on premise and on-prem Contact

Center.
They use the on-prem CC system to integrate with their On-Premise

Database.
Customer Data – On Premise
How do we access on-premise databases?
Direct REST API available
No Rest API and no Web Service = Your chance to build & to

consult!
No Rest API and no Web Service exposed into the internet
Let’s Look at the Solution..
What is the WebexCC DB Connector Project?
https://github.com/CiscoDevNet/webex-contact-center-dbconnector
Authenticated
HTTPS
JDBC
DBConnector
Service
MySQL /
Oracle /
Internet DMZ Informix
On-Prem
Connect on-premises databases via JDBC >> REST interfaces

Opensource and extensible!
WebexCC DB Connector: Open Source Sample
• Run as a Java App

• Run on VM or run as a
Container
• Connect to your On-Prem
datasource using jdbc://
• Test Connectivity
• See live results of sample
queries
WebexCC DBConnector
Configuring the HTTP Lookup on Flow Designer
…YOU are the Product!
Migration – Design Challenge KAL
C
u
s
t
o
m
e
r
r
e
q
u
i
r
e
m
e
n
t
s
Migration to the cloud + BYoPSTN

Webex Calling
• US Customer has their own PSTN, 3rd party PBX , and 3rd party CC
• Customer wants to transition contact center to the cloud
• Customer wants to keep only their own PSTN
• Customer does not want to increase the PSTN billing/usage
• Customer wants to add another two US locations with Cloud PSTN

• What are the Cisco Options?
Peering SBC
Webex
4 Calling CCP
Access Network
BYoPSTN
Webex Calling Endpoints Webex Calling Endpoints Webex Calling Endpoints
LGW
Location 3
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Location 2 Customer premise
What if the customer grow where Peering SBC

Webex
the concurrent calls 4 Calling CCP
required exceeds LGW capacity?
Access Network
BYoPSTN
Webex Calling Endpoints Webex Calling Endpoints Webex Calling Endpoints
LGW
Location 3
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Location 2 Customer premise
Peering SBC
Route Group (2
Trunks)
Access Network
What if the customer must keep the 3rd party SBC? LGW
• Trunks, route group & dial plans provides load balancing
& failover across trunks (scale & redundancy) BYoPSTN
• CiscoLive BRKCOL-2047 Webex Calling Endpoints
LGW
• https://www.ciscolive.com/on-demand/on-demand-
library.html?zid=pp&search=webex%20calling#/session/163606025428700179Ju
© 2023 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Customer premise
Car dealership Adam Cohen
Car Dealership
• Car Dealership wants to automate booking of test drives using
self-service WhatsApp flow.
• Triggered from QR Code.
• Browse the range of cars and/or set an appointment for a test
drive at nearest garage to current location. Include asking for
driver name.
• Use pictures and quick-replies.
Car Dealership– Steps Required • Car Dealership wants to automate booking
of test drives using self-service WhatsApp
flow.
Brainstorm - What Pre-Requisites/Steps/Nodes are required to setup this flow?
• Triggered from QR Code.
Pre-requisites • Browse the range of cars and/or set an

appointment for a test drive at nearest
• Trigger WhatsApp and offer range or book a test drive. garage to current location. Include asking
• If range, offer brochure pdf and then offer book a test drive. for driver name.
• If book a test drive, ask for driver name and location. • Use pictures and quick-replies.
• Offer test drive slots at nearest garage.
• Confirm test drive.
Flow Steps
• Create WhatsApp QR Code to trigger Connect Flow.
• Send message asking for Range or Book a test drive.
• Send Brochure.
• Ask for Name and Location.
• Use HTTPS request to get nearest garage.
• Offer Test Drive Slots
• Confirm Test Drive
Dar Dealership– Flow
If
Wait
Send
Book,
Tell
When for
ConnectWelcome
Done,
Confirm ask
Response
customer for
Location
send
Flow Name
message
where
thank
response
test –you
Range
triggered
or
drive and
Postcode
– with
Location
nearestor
message
reply
date when Book.
anand
image
garage orisend.
received,
customer
buttons.
and time and IfPostcode
Range,
and
and
end.
use quick
scans send
offer
HTTPS
QRandreply
test wait
pdf options.
of
drive
request
code for
the
response.
slots
and
usingrange
(in
sends and wait
Production
either
starting
method. for nextthis
system
word.
Check response.
for would
200 use Customer API).
OK.
Final & most important quiz!
True or False?
Technical Partner Summits are awesome.
Your feedback is so valuable to US ….
APPENDIX
Hybrid Assets – Design Challenge Arunabh
MoneyMaker’s Bank has customer data on premise and is currently on UCCX.
They use the UCCX Script with the “Database Read” step to integrate with their On-Premise
Database.
The Microsoft MS SQL 2015 database stores:

- Account Information
- Customer Details
CCX Call Flow Script Connects to it using a raw JDBC connection string. jdbc://___
The Agents also have access to a Web site on-premise integrated with Cisco Finesse to Screen
Pop
the Customer Account Information that Agents use on-premise internally via VPN.
They:
• Want to move to Webex Contact Center
• Want access to their data in the Self-Service (IVR) Flows
• Want Agents to have access to their on-prem website inside the Desktop
Direct REST API available
No Rest API but Customer has a Web service for lookups
No Rest API and no Web Service = Customer only has raw JDBC access!
Let’s Look at the Solution..
What is the WebexCC DB Connector Project?
https://github.com/CiscoDevNet/webex-contact-center-dbconnector
Authenticated
HTTPS
JDBC
DBConnector
Service
MySQL /
Oracle /
Internet DMZ Informix
On-Prem
Connect on-premises databases via JDBC >> REST interfaces

Opensource and extensible!
• Run as a Java App

• Run on VM or run as a
Container
• Connect to your On-Prem
datasource using jdbc://
• Test Connectivity
• See live results of sample
queries
Test Connectivity of your JDBC Compatible Datasource
WebexCC DBConnector
Configuring the HTTP Lookup on Flow Designer
Security Settings & Best Practices
• Explicit Allow—listing of WebexCC Source IP Addresses
Security Settings for Webex Contact Center: Search help.webex.com
Allow IPs on the firewall as SRC

(Source)
What about the Agent’s Website?
Simply iFrame the site into WebexCC (as is)!
agentx-iframe widget – Reference: Github Samples - iFrame Widget example
Remember Content Security Policy on the site!

Allow: *.cisco.com as X-FRAME-ORIGIN
VPN Access is not a blocker.

As long as the Desktop Client can reach it!
PARNTER – Design Challenge
Requests
• Database of accounts – FirstDigital Custom Development
• WCC:
• Extension Dialing (only to 6 users with call recording in and calls routing through WCC to
avoid calls going straight to agents’ Webex Calling phones)
• Account Database Integration:
• ANI/Account lookup
• Ability to link ANI to account
• Pop a collection of content dynamically assigned to account (some customers have collections 1
and 2 and another customer has collections 2 and 3)
• Two-tiered wrap-up codes (one dropdown with another dropdown containing further
clarifying details)
Extension Dialing
Set “Extension” variable

to used for SBR
Extension Prompt
Case Node: One case per

extension and the rest go to a
general queue
Extension Dialing
Set “Extension” variable

to used for SBR
Extension Prompt
Case Node: One case per

extension and the rest go to a
general queue
Account Database Integration: Details
• Database of accounts – Custom Development
• WCC:
• Account Lookup
• Look up ANI
• If there’s an account tied to the ANI, pull metadata
• If there’s no account, prompt caller for account number
• Link ANI to Account
• If the ANI is not tied to an account, a button to link the ANI to a manually-entered account number by
the agent
• Similarly, the ability to unassociate an ANI from an account number
• Content
• Ability to create collections of content where each collection can be assigned to multiple accounts and
an account can have multiple collections assigned.
• This would include being able to edit these documents and adjust font size, bold, italics, underline,
bulleted list, etc.
• Each collection can be prioritized allowing the customer to decide in what order the collections appear
in the agent desktop.
ANI/Account Lookup
ANI Account
Lookup Lookup
Confirm based on
whether or not account
exists for ANI
Collect Account Number
Account Documents/Content
Linking ANI to an Account
Account Database Integration: Solution
• Database of accounts – Custom Development
• WCC:
• Account Lookup
• HTTP Request: ANI Lookup and account data retrieval
• Condition:
• Values Returned: Move forward
• No Values Returned: Collect Digits (account number); HTTP Request to look up account number and retrieve account data
• Link ANI to Account
• Agent Desktop Widget:
• ANI Field: Manually entered by agent
• Account Number: Manually entered by agent
• Button to “Associate” the ANI with the account
• Run an API to add that number in the database
• Content
• Agent Desktop Widget/Database:
• Ability to create collections of content where each collection can be assigned to multiple accounts. This would include being able to edit these
documents and adjust font size, bold, italics, underline, bulleted list, etc.
• Each collection can be prioritized allowing the customer to decide in what order the collections appear in the agent desktop.
Two-Tiered Wrap-Up Codes: Details
• Type/Sub-Type: Same function as a wrap-up code (call disposition), but
two-tiered.
• Agent selects a “Type” from one drop-down.
• Once the “Type” is selected, a second drop-down is populated based on that value.
• The “Types” available are based on the queue called.
Type/Sub-Type: Solution
• End Solution:
• Supervisor Management:
• Customer portal with the ability to create a separate tab for the following:
• Type
• Sub-Type
• Queues
• Type Tab: Ability create a new Type and assign Sub-Types
• Sub-Type Tab: Ability to create a new Sub-Type and assign them to one or multiple Types
• Queues: Ability to assign Types to the queue and list the associated Sub-Types
• Agent Experience: Custom Widget
• First Dropdown: List of types assigned to the inbound queue
• Second Dropdown: List of sub-types associated with the type chosen
In use case # 3 , what would be the impact if I
add LGW to the deployment?
Kal
Outbound & Proactive – Design Challenge
Ø Your customer wants to update their customer when their orders ship.
Ø They have been collecting the preferred way to communicate with them and have been storing in
their CRM as eMail or SMS.
Ø What service and methodology would you use to achieve the customer’s requirement?
What does Webex CC have for end-customers proactive reach?
Outbound
Preview Outbound
Notification
Includes list management SMS or Custom Event (email,

by Acqueon programmable in flow)
Ability for list scrubbing including multiple Per message charge
DNCs, PEWC lists
Ability to construct reschedule logic No Limitations, No Guard Rails
for non contacts
Requires an additional dialer license per
agent
Using Webex Connect outbound notification (Event Scheduler), a customer can have
mixed outbound notifications on a schedule using the customer feature.
The CRM can provide the preferred metho and a customer flow can deliver the
necessary messaging.
Quiz Time!
Join the Slido!

2023 AMS Design Challenge WXCC

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Webex Contact Center

Access Network Access Network

Customer premise Customer premise

Challenge Possible Solution

A supervisor/admin needs ability to change

2 Business Hours - Overriders

RTMS deployment ONLY Singapore

Deployed In progress Planned

RTMS deployment ONLY Singapore

Deployed In progress Planned

Deployed In progress Planned

vPOP Bridge vPOP Bridge vPOP Bridge

BYoPSTN BYoPSTN BYoPSTN

v Calls within each LOB do

Cindy (the manager) is looking

v Calls within each LOB do overflow b/w New and

Cindy (the manager) is looking for below data points at

Please select from below and explain in

• Show Filter on Run Mode:

• UK Exam board wants students to be able to scan QR Code to

3. Queue Task – remember to set the WxCC Queue

Challenge Possible Solution

A customer calls a Contact Center several

A customer has to tell the story over and

Last Agent Routing is one of the options. When

API Search URL

GitHub Token Auth Sample:

Step 2a: LAR Search API Request

Content-Type: application/json lastWrapupCodeName #Why the customer called

Agents cannot multi-task but handle all

Agents want to collaborate with other

Agents need a countdown timer of time

What are ways to Identify Repeat callers?

What are ways to Identify Repeat callers?

Journey Data Analyzer

3rd Party Database

What are ways to Show Customer Context?

CAD Variables Screen-pop

Exclusive or Blended Real

Exclusive mode allows you to

What are the settings we have available for Agent Collaboration?

Agent Profile: Collaboration Tab

Desktop Layout: Webex App

What are the options we have today?

Desktop Layout? Clock Integration?

Header Widget? Calendar Integration?

Widgets 101 in Vanilla JS Starters in Lit, Angular, React

Getting Started with the

Call Control with the JavaScript

SDK GUIDE: developer.webex-cx.com/documentation/guides/desktop

Marco & Carles

Define "Full" Integration!

• IVR lookup Current Incident from ServiceNow

How do we IVR Lookup from Webex CC to ServiceNow?

• How do we IVR Lookup from Webex Contact Center to ServiceNow?

Build the ServiceNow IVR Connector as a Custom Connector!

Webex Control Hub

What are the ways we support Agent Based Routing?

What are the ways we support Agent Based Routing?

Can we change the default Screen pop page and behavior

cti.do with Caller ANI is default