Important Notes

WebRTC

WebRTC also known as Desktop mode allows agents to handle Webex Contact Center calls directly within the browser.

To setup WebRTC the following steps must be done:

• Upgrade for versions below 2.8.0
• Configure the field WxCC WebRTC Domain
• Add the WebRTC scope to the Webex App. When updating an existing Webex App, ensure the OAuth Authorization URL is updated with the new scope. If it is not, try refreshing the page.
• Enable the Voice Channel option Desktop in the Desktop Profile on Webex Control Hub

Rate Limits

Webex Contact Center has a rate limit in place which might block some actions taken by the agents. Read more about it here.

Reject Calls

To enable the reject call button, the following steps must be done within Salesforce:

1. From Setup, enter Presence Configurations in the Quick Find box.
2. Select the presence configuration used by the agents.
3. Click the Edit button.
4. Check the Allow agents to decline work requests checkbox and save the changes.

Optionally you can set that agents change to a specific state when rejecting a call by selecting the desired state on Update Status on Decline.

Wrap-Up

Wrap-Up time

Wrap-Up time can be configured in Omni-Channel or in WxCC.

Salesforce recommendation

The telephony system should be in an infinite Wrap-Up for all calls (including for Timed After Conversation Work).

If you use the Service Cloud Voice After Conversation Work component, the Wrap-Up time is configured in Omni-Channel and the Wrap-Up time in WxCC must be set to infinite.

Wrap-Up reason

When Wrap-Up ends and no Wrap-Up reason is selected, the Wrap-Up reason configured as default reason in WxCC is used.

Respect Agent Capacity for Voice Calls

If the Respect Agent Capacity for Voice Calls feature is enabled, Service Cloud Voice declines incoming calls if the agent's capacity is greater than 0% (for example if the agent is already working in an assigned Case).

Cisco Contact Center (CCE, CCX, WxCC) does not allow agents to decline phone calls.

Because of this, the Respect Agent Capacity for Voice Calls feature is not supported and must be disabled.

See Disable Respect Agent Capacity for Voice Calls

Enhanced Omni-Channel Routing

note

When using the Sidebar Layout, make sure to use the Console Navigation for your App.

Standard Navigation is not supported.

If the Enhanced Omni-Channel Routing feature is enabled, the following issues might arise:

• After refreshing or opening a new tab including the Omni Widget, Omni might switch to Offline state. The agent has to login again.
• Custom error messages might not be displayed correctly within the Omni Widget. The label name might be displayed instead of the actual error text.

• The accept button is not disabled during ringing calls. When clicked, nothing happens. The call has to be accepted on the agent's device.