# Using the Webex Contact Center Agent Desktop

Systems: null to null

For A contact center agent using the Webex Contact Center Agent Desktop.

Canonical: https://warmtransfer.net/guides/webex-cc-agent-desktop-user-guide

Last verified: 2026-09-23

The Webex Contact Center Agent Desktop provides browser-based interaction handling, call controls, and contact management for contact center agents[^20][^19]. This guide steps through configuring your browser, signing in, managing calls or chats, and signing out[^38][^32].

## Before you start

Before starting, ensure you have an Agent Desktop account provisioned by your administrator[^40]. Verify your workstation meets the minimum system requirements of Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later, with 4 GB of RAM, 10 Mbps network bandwidth, and a display greater than 500 by 500 pixels[^4][^61][^62]. Configure your browser settings so that cookies and site data are enabled, JavaScript is enabled, the image option is enabled, the security level is set to Medium, and the pop-up blocker is disabled[^3][^63]. Ensure you open Agent Desktop in only one browser and one browser tab at a time[^41].

## What changes by situation

- How do you take calls? Desktop (WebRTC in the browser); Extension (Webex Calling phone); Dial Number (phone number).
- Which kinds of contact do you handle? Voice only; Voice and digital (Livechat).

## Step 1: Prepare your endpoint device

**Desktop (WebRTC in the browser)**

### Do
Verify that you are running the browser directly on a supported operating system (Windows 10 or 11, macOS 10.15 or later, ChromeOS, iOS 18 or later, or Linux) and not inside a virtual desktop infrastructure (VDI) environment[^61][^59]. Headset control buttons are not supported for call actions when using the Desktop option[^50].

### What you should see
Verify that the browser is running locally, as WebRTC is not supported in virtual desktop environments[^59][^64].

### Rollback
Suggested rollback: Switch to an extension or dial number endpoint if operating within a virtual desktop environment.

**Extension (Webex Calling phone)**

### Do
Position your Webex Calling desk phone or open the Webex Calling application on your workstation[^52][^65].

### What you should see
Verify that your assigned Webex Calling extension is active and available to receive calls[^52].

### Rollback
Suggested rollback: Contact your administrator if the extension is not registered.

**Dial Number (phone number)**

### Do
Keep the destination phone within reach and prepare your dial number, using the international E.164 format with country code if applicable[^51].

### What you should see
Verify that the phone number can receive inbound calls across the public network[^51][^66].

### Rollback
Suggested rollback: Obtain an alternate valid telephone number if the destination is unavailable.

## Step 2: Sign in and choose your calling preference

**Desktop (WebRTC in the browser)**

### Do
Navigate to the Agent Desktop URL provided by your administrator[^38]. Enter your email address, click Sign In, enter your password, and click Sign In[^38]. In the Handle calls using drop-down list, select Desktop[^40][^50].

### What you should see
Verify that Desktop is accepted with no additional input fields prompted[^67].

### Rollback
Suggested rollback: Close the browser tab to cancel sign-in.

**Extension (Webex Calling phone)**

### Do
Navigate to the Agent Desktop URL provided by your administrator[^38]. Enter your email address, click Sign In, enter your password, and click Sign In[^38]. In the Handle calls using drop-down list, select Extension, then confirm or enter your extension[^40][^52].

### What you should see
Verify that your extension is shown in the field, noting that if only one extension is configured it populates automatically[^52].

### Rollback
Suggested rollback: Close the browser tab to cancel sign-in.

**Dial Number (phone number)**

### Do
Navigate to the Agent Desktop URL provided by your administrator[^38]. Enter your email address, click Sign In, enter your password, and click Sign In[^38]. In the Handle calls using drop-down list, select Dial Number, then enter your phone number[^40][^51].

### What you should see
Verify that the entered number matches your destination phone[^51][^53].

### Rollback
Suggested rollback: Close the browser tab to cancel sign-in.

## Step 3: Select your team and enter the desktop

### Do
Select your team from the Team drop-down list, using the search field to filter the list if needed, and click Save & Continue[^43].

### What you should see
Verify that the task page appears, showing either a blank page or an administrator-configured background illustration, and confirm that your initial state is Idle[^42][^47].

### Rollback
Sign out using the user profile menu if you selected the wrong team[^32].

## Step 4: Locate interface controls

**Voice only**

### Do
Locate the horizontal header across the top displaying your availability state, outdial icon, notifications, and user profile[^20][^30]. Review the navigation bar on the left providing access to Home, Feedback, Help, and Agent Performance Statistics[^21]. Observe the task list pane at the top left where incoming routed requests will appear[^22].

### What you should see
Suggested check: Confirm you can locate the state selector in the header and the user profile icon in the top right.

### Rollback
Suggested rollback: Refresh the browser window if desktop elements fail to render.

**Voice and digital (Livechat)**

### Do
Locate the horizontal header across the top containing your availability state, outdial icon, notifications, and user profile[^20][^30]. Review the navigation bar on the left (Home, Feedback, Help, and Agent Performance Statistics) and the task list pane at the top left[^21][^22]. Identify the center workspace area where chat interactions open, alongside the auxiliary information pane on the right[^23][^18].

### What you should see
Suggested check: Confirm you can locate the state selector, task list pane, and the central workspace area.

### Rollback
Suggested rollback: Refresh the browser window if desktop elements fail to render.

## Step 5: Set your availability state

**Voice only**

### Do
Open the state drop-down menu in the horizontal header and select Available, or enter at least 3 characters into its search bar to find and select it[^46].

### What you should see
Verify that the header state indicator updates to Available, the timer restarts at 00:00, and you are eligible to receive incoming contact requests[^46][^45].

### Rollback
Select Idle from the drop-down menu, choosing an idle reason code if configured by your administrator[^46][^47].

**Voice and digital (Livechat)**

### Do
Open the state selector in the horizontal header and set your availability to Available, or set availability toggles per channel (Voice, Chat) and click Apply[^46][^68].

### What you should see
Verify that the state display indicates Available for voice and chat, and that the state timer resets to 00:00[^46][^8].

### Rollback
Select Idle or toggle channel availability off and click Apply[^46][^68].

## Step 6: Answer an incoming call

**Desktop (WebRTC in the browser)**

### Do
When a call arrives with a contact request popover displaying Ringing, click Accept in the popover[^1].

### What you should see
Verify that the interaction control pane appears at the top center showing the customer details, call controls, and the connected timer[^19].

### Rollback
Suggested rollback: If the call is unanswered and transitions to RONA, manually change your state back to Available[^8].

**Extension (Webex Calling phone)**

### Do
When a call arrives and the popover appears in the desktop, answer the call directly on your Webex Calling phone endpoint[^2].

### What you should see
Verify that the interaction control pane appears in Agent Desktop and the call timer begins counting[^2][^19].

### Rollback
Suggested rollback: If the call is missed and transitions to RONA, manually return your state to Available[^8].

**Dial Number (phone number)**

### Do
When an inbound call arrives, answer the call directly on the telephone device matching your configured dial number[^2].

### What you should see
Verify that Agent Desktop displays the interaction control pane and starts the connected call timer[^2][^19].

### Rollback
Suggested rollback: If the call rings out and transitions to RONA, manually reset your state to Available[^8].

## Step 7: Manage digital interactions

**Voice only**

### Do
Profile Settings shows your channel capacity, which is how many contacts you can handle at once on each channel[^31].

### What you should see
Suggested check: Confirm that no chat or digital interaction popovers appear in your task pane.

### Rollback
Suggested rollback: None required.

**Voice and digital (Livechat)**

### Do
When a Livechat request popover appears, click Accept[^5]. Type messages of up to 1000 characters in the compose box and press Enter or click Send to transmit replies[^7]. To reassign the conversation, click Transfer and select an agent or queue[^9]. When finished, click End, select a wrap-up reason from the drop-down list, and click Submit Wrap Up[^6].

### What you should see
Verify that clicking Accept opens the conversation in the central workspace compose box, and submitting wrap-up completes the interaction[^5][^6].

### Rollback
Suggested rollback: If a chat request is missed and your state changes to RONA, manually change your state back to Available[^8].

## Step 8: Hold, resume, and mute audio

**Desktop (WebRTC in the browser)**

### Do
Click Hold in the interaction control pane to place the customer on hold, and click Resume to return to the active call[^17]. To mute your microphone, click Mute in Agent Desktop[^24].

### What you should see
Verify that when Hold is clicked, the status changes to Call on Hold and the End button is disabled[^17].

### Rollback
Click Resume to undo Hold[^17].

**Extension (Webex Calling phone)**

### Do
Click Hold in the interaction control pane to put the caller on hold, and click Resume to reconnect[^17]. To mute your audio, press the physical Mute button on your Webex Calling phone[^24].

### What you should see
Verify that the desktop status displays Call on Hold while held, and verify audio status via your desk phone mute indicator[^17][^24].

### Rollback
Click Resume to retrieve the held call[^17].

**Dial Number (phone number)**

### Do
Click Hold in the interaction control pane to place the call on hold, and click Resume to take the caller off hold[^17]. To mute audio, use the mute button on your destination telephone device[^24].

### What you should see
Verify that the desktop status displays Call on Hold and disables the End button during hold[^17].

### Rollback
Click Resume to reconnect the customer[^17].

## Step 9: Perform a blind transfer

### Do
Click Transfer in the interaction control pane[^57]. Select a destination type (Agent, Queue, Entry point, Dial Number, or Organization), select or search for the target destination, and immediately click Transfer without initiating a consult[^57][^56].

### What you should see
Verify that the call is removed from your interaction control pane and the Wrap Up Reasons dialog opens[^58].

### Rollback
Suggested rollback: Blind transfers cannot be undone once executed; consult the destination party beforehand if verification is needed.

## Step 10: Consult and transfer or conference

### Do
Click Consult in the interaction control pane[^15]. Choose a destination type (Agent, Queue, Dial Number, Entry Point, or Organization), select the target, and click Consult[^15]. When the consulted party answers, click Transfer to hand off the call, click Conference to combine all parties into a multi-party call of up to 8 participants, or click Resume to return to the caller[^14][^10].

### What you should see
Verify that the status displays Consult Requested during dialing, followed by 2 interaction control panes (one for the customer on hold, one for the consulted party) once connected[^15][^14].

### Rollback
Click End Consult to end the consultation[^13]. If in a conference, click Exit Conference to disconnect while allowing remaining participants to continue[^11].

## Step 11: End the call and submit wrap-up

### Do
If call recording is enabled and you need to protect sensitive information, click Pause Recording, then click Resume Recording when done[^34]. To finish the call, click End[^16]. In the Wrap Up Reasons dialog, select a reason from the drop-down list and click Submit Wrap Up[^16].

### What you should see
Verify that clicking End terminates the call and displays the Wrap Up Reasons dialog[^16].

### Rollback
Suggested rollback: A submitted wrap-up reason cannot be undone.

## Step 12: Place an outdial call

**Desktop (WebRTC in the browser)**

### Do
Ensure your state is Available or Idle and that no inbound call is active[^28]. Click the phone outdial icon in the header, select an address from the Address Book, dialpad, or Organization, select an outdial ANI if offered, and click Call[^29]. Ensure the dialed number does not exceed 18 digits and is not an extension or entry point number[^27]. Click Answer in the Agent Desktop popover when prompted[^26].

### What you should see
Verify that the call connects and presents standard interaction controls (hold, resume, record, transfer) in the control pane[^26][^19].

### Rollback
Click End to disconnect the outdial call[^26].

**Extension (Webex Calling phone)**

### Do
Verify you are in Available or Idle with no active inbound calls[^28]. Click the phone outdial icon in the horizontal header, choose your destination via Address Book, dialpad, or Organization, choose an outdial ANI if configured, and click Call[^29]. Do not dial an extension number, entry point number, or more than 18 digits[^27]. Answer the ring on your physical phone endpoint[^26].

### What you should see
Verify that the call is established and can be managed through the interaction control pane[^26][^19].

### Rollback
Click End to terminate the call[^26].

**Dial Number (phone number)**

### Do
Ensure your state is Available or Idle and no inbound call is in progress[^28]. Click the outdial icon in the header, choose the target from the Address Book, dialpad, or Organization, select an outdial ANI if available, and click Call[^29]. Avoid dialing entry points, extension numbers, or numbers longer than 18 digits[^27]. Answer the call on your destination telephone device[^26].

### What you should see
Verify that the connected call timer appears in the interaction control pane[^26][^19].

### Rollback
Click End to disconnect the call[^26].

## Step 13: Change team or station mid-session

### Do
Ensure you have no active interactions, tasks, incoming requests, or monitoring sessions[^54][^49]. To change teams, click the User Profile icon, select Team, choose a new team from the list, click Save Selection, and click Change Team[^55]. To change station details, open User Profile > Profile Settings, select Dial Number or Extension in the Handle calls using drop-down list, enter the new number or extension, and click Save, then Confirm[^49].

### What you should see
Verify that a success message appears following a team change and the new team routing takes effect, or confirm that Profile Settings displays the updated calling preference and number[^55][^31].

### Rollback
Repeat the procedure to switch back to your previous team or restore your prior station configuration[^55][^49].

## Step 14: Sign out of Agent Desktop

### Do
Complete or transfer all active customer interactions and monitoring tasks[^44]. Open the user profile menu at the top-right corner of the desktop and select Sign Out[^30][^32].

### What you should see
Verify that the sign-out process completes and returns you to the sign-in screen without being blocked by active tasks[^44].

### Rollback
Suggested rollback: Navigate to the sign-in URL, authenticate with your credentials, select your team, and click Save & Continue.

## Applicability

Applies to: Cisco Webex Contact Center Agent Desktop, Cisco Webex Contact Center PSTN, and Cisco Webex Contact Center. Deployments: multi-tenant and vdi. Sources checked 2026-09-23. The Desktop WebRTC calling option is not available for customers hosted in the Japan data center[^69]. WebRTC is not supported in Virtual Desktop Infrastructure (VDI) environments[^64][^70]. Webex Contact Center PSTN is available only in the contiguous United States and Canada[^71]. Supported agent browsers are Chrome 144 or later, Microsoft Edge 144 or later, and Firefox 140 or later[^4].

## What remains uncertain

The exact visual indicator for an active mute state within the desktop interaction control pane is not covered by the sources below. Whether an agent signed in via an extension can place outdial calls to external numbers given the documented restriction against dialing extension numbers is not covered by the sources below. The specific interface presentation of per-channel availability controls prior to general availability is not covered by the sources below.

## Sources

[^1]: An inbound call shows a contact request popover with administrator-configured variables and a Ringing status, and an agent using the desktop as the telephony endpoint answers by clicking Accept in that popover. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Access popover to answer a call and Answer a call. Checked 2026-09-23.
[^2]: An agent signed in with an extension or dial number answers the call on the phone itself, and Agent Desktop then starts the call timer and shows the interaction control pane. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Answer a call. Checked 2026-09-23.
[^3]: The browser running Agent Desktop must allow cookies and site data, have JavaScript turned on, and have its pop-up blocker turned off. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center-Desktop), System requirements for Webex Contact Center Desktop; browser settings. Checked 2026-09-23.
[^4]: The Agent Desktop system requirements list Chrome 144 or later, Microsoft Edge 144 or later and Firefox 140 or later as the supported agent browsers, and recommend the latest stable version of each. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center-Desktop), System requirements for Webex Contact Center Desktop; supported browsers table. Checked 2026-09-23.
[^5]: A Livechat request arrives as a contact request popover, and after the agent clicks Accept the chat opens in the compose box with an interaction pane. Source: [Manage Livechat conversations](https://help.webex.com/en-us/article/n1o7717/Manage-Livechat-conversations), Manage Livechat conversations; accept a chat. Checked 2026-09-23.
[^6]: To end a chat, the agent clicks End, selects a wrap-up reason from the drop-down list and clicks Submit Wrap Up. Source: [Manage Livechat conversations](https://help.webex.com/en-us/article/n1o7717/Manage-Livechat-conversations), Manage Livechat conversations; end a chat. Checked 2026-09-23.
[^7]: The agent types a chat reply of up to 1000 characters in the compose box and sends it by clicking Send or pressing Enter. Source: [Manage Livechat conversations](https://help.webex.com/en-us/article/n1o7717/Manage-Livechat-conversations), Manage Livechat conversations; reply to a chat. Checked 2026-09-23.
[^8]: An agent must be Available to receive chat requests, and an agent in the RONA state must change their state from RONA to Available by hand. Source: [Manage Livechat conversations](https://help.webex.com/en-us/article/n1o7717/Manage-Livechat-conversations), Manage Livechat conversations; before you begin. Checked 2026-09-23.
[^9]: To transfer a chat, the agent clicks Transfer and selects a queue or an agent. Source: [Manage Livechat conversations](https://help.webex.com/en-us/article/n1o7717/Manage-Livechat-conversations), Manage Livechat conversations; transfer a chat. Checked 2026-09-23.
[^10]: During a consult, clicking Conference joins the agent, the customer and the consulted party on one call, and a conference supports up to eight participants in total. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Initiate a conference. Checked 2026-09-23.
[^11]: Clicking Exit Conference lets the agent leave while the call continues, and control passes automatically to the participant who has been on the call longest. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Initiate a conference. Checked 2026-09-23.
[^12]: In the Consult Request dialog, the agent drop-down list shows the names of agents in the Available and Idle states. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Initiate a consult, step 2. Checked 2026-09-23.
[^13]: Clicking End Consult ends the consultation. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Initiate a consult. Checked 2026-09-23.
[^14]: Once the consulted party accepts, two interaction control panes appear, one for the customer (on hold) and one for the consulted party, and the agent can click Resume, Transfer or Conference. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Initiate a consult. Checked 2026-09-23.
[^15]: To consult, the agent clicks Consult, picks a destination type (Agent, Queue, Dial Number, Entry Point or Organization), chooses the target, and clicks Consult, and the status then shows Consult Requested. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Initiate a consult, steps 1-5. Checked 2026-09-23.
[^16]: Clicking End ends the call and opens the Wrap Up Reasons dialog, where the agent selects a wrap-up reason from the drop-down list and clicks Submit Wrap Up. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; End a call. Checked 2026-09-23.
[^17]: Clicking Hold puts the customer on hold, the status shows Call on Hold and the End button is disabled, and clicking Resume takes the call off hold. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Hold and resume a call. Checked 2026-09-23.
[^18]: The auxiliary information pane, which holds contact history, the customer journey widget, screen pop and custom widgets, sits on the right during emails and chats and in the center during calls. Source: [Get started with Agent Desktop](https://help.webex.com/en-us/article/itebdl/Get-started-with-Agent-Desktop), Get started with Agent Desktop; desktop layout, Auxiliary information pane. Checked 2026-09-23.
[^19]: During a call, the interaction control pane at the top center of Agent Desktop shows customer information, a connected timer and the call control buttons. Source: [Get started with Agent Desktop](https://help.webex.com/en-us/article/itebdl/Get-started-with-Agent-Desktop), Get started with Agent Desktop; desktop layout, Interaction control pane. Checked 2026-09-23.
[^20]: The horizontal header across the top of Agent Desktop holds the availability state, outdial, notifications and access to the user profile. Source: [Get started with Agent Desktop](https://help.webex.com/en-us/article/itebdl/Get-started-with-Agent-Desktop), Get started with Agent Desktop; desktop layout, Horizontal header. Checked 2026-09-23.
[^21]: The navigation bar on the left side of Agent Desktop gives access to Home, Feedback, Help and Agent Performance Statistics. Source: [Get started with Agent Desktop](https://help.webex.com/en-us/article/itebdl/Get-started-with-Agent-Desktop), Get started with Agent Desktop; desktop layout, Navigation bar. Checked 2026-09-23.
[^22]: The task list pane sits at the top left of Agent Desktop, and a new request routed to the agent's queue appears there, with a timer, when the agent is available. Source: [Get started with Agent Desktop](https://help.webex.com/en-us/article/itebdl/Get-started-with-Agent-Desktop), Get started with Agent Desktop; desktop layout, Task list pane. Checked 2026-09-23.
[^23]: The workspace in the center of Agent Desktop appears when the agent is handling an email, chat or social message, and shows the selected contact's details. Source: [Get started with Agent Desktop](https://help.webex.com/en-us/article/itebdl/Get-started-with-Agent-Desktop), Get started with Agent Desktop; desktop layout, Workspace. Checked 2026-09-23.
[^24]: With desktop-mode calling the agent mutes by clicking Mute in Agent Desktop, and with a physical phone they use the Mute button on the phone. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; mute (in the answer and hold sections). Checked 2026-09-23.
[^25]: An agent can accept only one voice call at a time, not counting consult calls, but can handle a digital interaction and a voice call at the same time. Source: [Understand your Agent Desktop user interface](https://help.webex.com/en-us/article/rigqog/Understand-your-Agent-Desktop-user-interface), Understand your Agent Desktop user interface; accept and view incoming requests. Checked 2026-09-23.
[^26]: After placing an outdial call, the agent answers on their physical phone or clicks Answer in the Agent Desktop popover, and clicks End when finished. Source: [Make an outdial call](https://help.webex.com/en-us/article/nvxpcaf/Make-an-outdial-call), Make an outdial call; procedure steps after Call. Checked 2026-09-23.
[^27]: An outdial call cannot use an extension number or an entry point number as the dialled number, and cannot be more than 18 digits. Source: [Make an outdial call](https://help.webex.com/en-us/article/nvxpcaf/Make-an-outdial-call), Make an outdial call; restrictions. Checked 2026-09-23.
[^28]: An agent can make an outdial call only while in the Available or Idle state, and not while an inbound voice call is active. Source: [Make an outdial call](https://help.webex.com/en-us/article/nvxpcaf/Make-an-outdial-call), Make an outdial call; restrictions. Checked 2026-09-23.
[^29]: To make an outdial call, the agent clicks the phone icon, picks a number from the Address Book, the dialpad or Organization, optionally chooses an outdial ANI (caller ID) from the drop-down list, and clicks Call. Source: [Make an outdial call](https://help.webex.com/en-us/article/nvxpcaf/Make-an-outdial-call), Make an outdial call; procedure steps. Checked 2026-09-23.
[^30]: The User Profile icon is at the top-right corner of Agent Desktop. Source: [Understand your user profile](https://help.webex.com/article/egpilq/Understand-your-user-profile-in-the-Desktop), Understand your user profile; opening paragraph. Checked 2026-09-23.
[^31]: The user profile's Profile Settings show the current calling preference (Dial Number, Extension or Desktop), the current team, and the channel capacity, which is how many contacts the agent can handle at once on each media channel. Source: [Understand your user profile](https://help.webex.com/article/egpilq/Understand-your-user-profile-in-the-Desktop), Understand your user profile; Profile Settings. Checked 2026-09-23.
[^32]: The agent signs out of Agent Desktop by choosing Sign Out from the user profile menu. Source: [Understand your user profile](https://help.webex.com/article/egpilq/Understand-your-user-profile-in-the-Desktop), Understand your user profile; Sign Out entry. Checked 2026-09-23.
[^33]: When the agent uses the Desktop calling option and the voice connection drops, a warning indicator (!) appears on the user profile. Source: [Understand your user profile](https://help.webex.com/article/egpilq/Understand-your-user-profile-in-the-Desktop), Understand your user profile; profile information. Checked 2026-09-23.
[^34]: When the administrator has enabled recording, calls are recorded automatically, and the agent can click Pause Recording (for example while taking card details) and Resume Recording, though pause and resume are not available during consult or conference calls. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Record a call. Checked 2026-09-23.
[^35]: The calls article says that if an agent doesn't answer an inbound call within the allowed time, RONA returns the call to the queue and automatically puts the agent in the Idle state (disputed). Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Answer a call. Checked 2026-09-23.
[^36]: When RONA triggers, a popover offers the agent Go To Idle or Go To Available, which lets the agent choose their next state (disputed). Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states; RONA state. Checked 2026-09-23.
[^37]: The agent-states article gives 18 seconds for a voice request and 30 seconds for a digital-channel request as the time an agent has to accept before RONA (Redirection on No Answer) triggers. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states; RONA state. Checked 2026-09-23.
[^38]: To sign in to Agent Desktop, the agent enters the URL their administrator provided into the browser address bar, then enters their email address and clicks Sign In, then enters their password and clicks Sign In. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; procedure steps 1-3. Checked 2026-09-23.
[^39]: Agent Desktop needs a display of at least 500 x 500 pixels, and the browser zoom must be set to 100%. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; notes before the procedure. Checked 2026-09-23.
[^40]: During sign-in the agent chooses a calling preference from the Handle calls using drop-down list, and the options it offers depend on how the agent's user profile is configured. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; procedure step selecting the calling preference. Checked 2026-09-23.
[^41]: An agent cannot use Agent Desktop in more than one browser or browser tab at the same time. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; notes before the procedure. Checked 2026-09-23.
[^42]: When sign-in succeeds, Agent Desktop shows the task page, either with a background illustration the administrator configured or with a blank background. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; result of the procedure. Checked 2026-09-23.
[^43]: To finish signing in, the agent chooses a team from the Team drop-down list (or filters it with the search field) and clicks Save & Continue. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; procedure steps choosing the team and Save & Continue. Checked 2026-09-23.
[^44]: An agent cannot sign out of Agent Desktop while in an active conversation or an ongoing monitoring task. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; notes. Checked 2026-09-23.
[^45]: In the Available state, an agent can accept contact requests as they arrive. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states; Available state. Checked 2026-09-23.
[^46]: The agent changes state by selecting one from the state drop-down menu in the header, or by typing at least 3 characters in its search bar, and the state timer then restarts at 00:00. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states; change your state and state timer. Checked 2026-09-23.
[^47]: Idle is the agent's default state after signing in, and it can carry an administrator-configured idle reason such as lunch or break. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states; Idle state. Checked 2026-09-23.
[^48]: Agent states include channel-specific availability controls, so voice, chat, email and social availability can be managed separately. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states; change your state. Checked 2026-09-23.
[^49]: With no active tasks, monitoring sessions, interactions or incoming task requests, the agent can change their dial number or extension under User Profile > Profile Settings by choosing it in the Handle calls using drop-down list and clicking Save, then Confirm. Source: [Change your dial number or extension](https://help.webex.com/en-us/article/bclez0/Change-your-dial-number-or-extension), Change your dial number or extension; before you begin and procedure. Checked 2026-09-23.
[^50]: The Desktop calling option carries voice through the browser using WebRTC, and Agent Desktop does not support headset control actions with this option. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; Handle calls using option Desktop. Checked 2026-09-23.
[^51]: The Dial Number calling option takes a phone number for inbound and outbound calls and accepts international numbers with a country code or in E.164 format. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; Handle calls using option Dial Number. Checked 2026-09-23.
[^52]: The Extension calling option is for a Webex Calling extension, and the extension fills in automatically when only one is configured for the agent. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; Handle calls using option Extension. Checked 2026-09-23.
[^53]: Station details are saved in the browser's preferences whether or not the auto sign-in check box is selected. Source: [Change your dial number or extension](https://help.webex.com/en-us/article/bclez0/Change-your-dial-number-or-extension), Change your dial number or extension; note after the procedure. Checked 2026-09-23.
[^54]: To change team, the agent must be signed in, be associated with more than one team, and have no active tasks, interactions or incoming task requests. Source: [Change your team in Agent Desktop](https://help.webex.com/article/nfbzik1/Change-your-team-in-Agent-Desktop), Change your team in Agent Desktop; before you begin. Checked 2026-09-23.
[^55]: To change team, the agent opens the user profile, selects Team, picks a team from the Team drop-down list, clicks Save Selection and then Change Team, and a success message appears as the new team's layout and routing strategy take effect. Source: [Change your team in Agent Desktop](https://help.webex.com/article/nfbzik1/Change-your-team-in-Agent-Desktop), Change your team in Agent Desktop; procedure steps 1-6. Checked 2026-09-23.
[^56]: A blind transfer is made by selecting an agent or dial number and clicking Transfer straight away, without consulting first. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Transfer a call. Checked 2026-09-23.
[^57]: To transfer a call, the agent clicks Transfer, picks a destination type (Agent, Queue, Entry point, Dial Number or Organization), chooses the target from the drop-down list or search field, and clicks Transfer. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Transfer a call, steps 1-5. Checked 2026-09-23.
[^58]: After the agent transfers a call, the Wrap Up Reasons dialog appears. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Transfer a call. Checked 2026-09-23.
[^59]: WebRTC, which the Desktop calling option uses, works in Chrome, Edge and Firefox but is not supported under Virtual Desktop Infrastructure (VDI). Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center-Desktop), System requirements for Webex Contact Center Desktop; WebRTC note. Checked 2026-09-23.
[^60]: The wrap-up reason is mandatory, and the agent's state does not change to Idle until it is submitted. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; End a call. Checked 2026-09-23.
[^61]: Webex Contact Center Desktop's minimum requirements are Chrome 144 or later, Microsoft Edge 144 or later or Firefox 140 or later, on Windows 10 or 11, macOS 10.15 or later, ChromeOS, iOS 18 or later or Linux, with 4 GB of RAM and 10 Mbps of network, while the recommended set is the latest stable browser and operating system with 8 GB of RAM or higher. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Minimum system requirements and Recommended system requirements tables, read as cells. Checked 2026-09-16.
[^62]: The Webex Contact Center Desktop display must be greater than 500 by 500 pixels with system scale and browser zoom both at 100 percent, the title and logo are not displayed when the viewing area is narrower than 736 pixels, and below 1280 pixels the task list appears on top of the task page and the interaction control pane rather than beside them. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Screen resolution and Responsiveness paragraphs. Checked 2026-09-16.
[^63]: Cisco requires 5 browser settings for the Webex Contact Center Desktop: cookies and site data enabled, security level set to Medium, the image option enabled, the pop-up blocker disabled and JavaScript enabled, and additionally requires Enhanced Tracking Protection to be disabled for the Desktop URL on Firefox Extended Support Release version 104.0 or later. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), browser settings list and the Firefox ESR note. Checked 2026-09-16.
[^64]: Virtual Desktop Infrastructure does not support WebRTC for the Webex Contact Center agent desktop. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), WebRTC Configuration - WebRTC Network and Browser Requirements. Checked 2026-09-16.
[^65]: Webex Contact Center supports 5 agent devices for calling: a Webex Calling desk phone, the Webex Calling desktop app as computer audio, the Webex App for mobile, the Webex App integrated with Webex Calling as computer audio, and a Microsoft Teams softphone. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Agent devices list. Checked 2026-09-16.
[^66]: The Dial Number option takes a free-form numeric entry that must be reachable through Webex PSTN and routing, and using it means phone control features such as the preferred device and answering from the agent desktop are not available. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Agent Destination Selection in Webex Contact Center. Checked 2026-09-16.
[^67]: The Desktop option enables agents to take calls using WebRTC-based calling directly from the browser and requires no further input at sign-in. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8), Handle calls using - Desktop. Checked 2026-09-16.
[^68]: An agent sets their own availability by choosing a state from the drop-down or search, either for all channels at once or per channel (Voice, Chat, Email, Social) with toggles, and clicking Apply. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-for-Webex-Contact-Center), Understand agent states > set your availability. Checked 2026-09-23.
[^69]: The Desktop WebRTC option is not available for customers hosted in the Japan data center. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), WebRTC Configuration. Checked 2026-09-16.
[^70]: Cisco states that the Agent Desktop supports third party virtual desktop infrastructure while WebRTC is not supported with it, and that keyboard shortcuts might not function as expected in third party VDI environments. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Virtual Desktop Infrastructure section and the WebRTC note. Checked 2026-09-16.
[^71]: Webex Contact Center PSTN is available in the contiguous United States and Canada only, with Cisco acting as the PSTN carrier, and it does not support international dialing. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Connect to Webex Calling Services - PSTN Services - Webex Contact Center PSTN. Checked 2026-09-16.