The operator stays on the line.
A warm transfer is a handoff with context — you stay on the line, brief the next person, and only then let go. I work the problems in Cisco Webex Calling, Webex Contact Center, and Webex Connect that fall between what the vendor ships and what your operation actually runs. Then I hand off the same way.
Chris Klopfenstein · Senior Unified Communications Engineer
Webex Calling · Webex Contact Center (WxCC) · Webex Connect / Engage
hello@warmtransfer.netFlows as code
A vendor-neutral intermediate representation for contact center flows, with a lossless Cisco WxCC adapter.
Flow Designer JSON goes in and comes back out with zero diff. Around the IR: a linter for Cisco's pinned Pebble expression dialect and its custom filters, a template library, and an MCP server so an LLM can author and modify flows safely. The representation itself stays neutral — shaped against how Genesys, Five9, Amazon Connect, and Twilio model flows — so the work isn't locked to Cisco's Flow Designer.
One call, one timeline
Cross-system call forensics for WxCC plus an external IVR.
When a call crosses WxCC and an external IVR, each system stamps it with its own correlation ID — and Cisco ships nothing that joins them. This tool pairs the IDs across the two systems by timestamp proximity, stitches a single timeline, and reads it against known WxCC failure modes:
- flat-duration queue drops
- hunt-group DND refusals
- IVR round-trip gaps
- transfer-pattern misreads
The board, live
Voice operations dashboards over Webex Calling and WxCC: one place to see what the platform actually did, and the controls to change it without leaving the page.
Observe
- cradle-to-grave call journey tracing
- CDR search and warehousing
- SIP failure-code breakdown
- queue SLA
- hunt group and device health
- live agent state
- printable executive reporting
Operate
- call-queue agent join and leave
- device commands
- do-not-disturb
- call forwarding
- voicemail PIN reset
Real-time voice
A callable, in-browser voice agent — speech-to-speech, engine-switchable.
OpenAI Realtime over WebRTC, or ElevenLabs over a signed WebSocket — the engine is a switch, not a rebuild. Its transfer_to_agent tool trips a human-handoff state that mirrors a WxCC virtual-agent-to-human-queue flow. Built and delivered as a pre-sales technical proof of concept, working at the integration layer of Cisco's BYOVA path for bringing your own virtual agent into WxCC.
Test before live
A zero-dependency debug tool for Webex Connect / Engage webchat.
Paste the widget install snippet; it extracts the GUID and Bind ID so you can exercise the bot before it goes live. Publicly deployed and in use.
Built from gaps
None of this began as a product idea. I run Webex Calling, Webex Contact Center, and Webex Connect for a working organization, and every tool on this board is a wall I hit doing that job — a flow that couldn't be safely changed, a call that vanished between two systems' logs, a queue that dropped callers without a line in the report to say why.
I came to this as an operator, not a developer, and I build the way an operator does: against a failure I'm already living with, until it stops happening. The tools fit the failure modes because they were made inside them.
This is the warm part
Tell me what's misbehaving: a WxCC deployment doing something the docs say it can't. A call path nobody can trace end to end. A flow project nobody inside can own. I'll pick up the line, work the problem, and hand it off warm — briefed, documented, in context.
No form. No calendar. One address, read by the person who does the work.