# Building one application in the Webex Contact Center sandbox

Systems: Webex Contact Center

For A practitioner building a proof-of-concept inbound voice application in a Webex Contact Center developer sandbox.

Canonical: https://warmtransfer.net/guides/webex-cc-sandbox-poc

Last verified: 2026-09-22

A Webex Contact Center developer sandbox provisions an environment with up to 10 licensed Webex users across various roles[^36]. Inbound voice routing traverses entry points, flows, queues, and agent endpoints configured in Control Hub[^4][^7][^22][^10].

## Before you start

A Webex Contact Center developer sandbox gives a developer an organization in which to provision up to 10 licensed Webex users across various roles[^36]. The sandbox arrives with Webex Calling provisioned as the default calling platform for voice[^59], pre-provisioned audio files including default hold music and a greeting[^60], and two desktop profiles—one with auto-wrap-up enabled and one without[^61]. Webex developer sandbox credentials arrive in an email titled Collab Toolbox Provisioning Notification[^62]. Cisco notes that while an administrator can sign in to Webex Control Hub to customize settings, no change in Control Hub is required to use the developer sandbox[^63]. Entities such as entry points, queues, and agents must be provisioned in Control Hub before using Flow Designer[^10].

## What changes by situation

- How will your test agent handle the voice leg? Keep the provisioned Webex Calling extension; Switch the agent to the browser (Desktop, WebRTC) option.
- Does your flow call an HTTP endpoint? No; the flow only queues the call; Yes, an endpoint called by its full URL with no connector; Yes, a third-party API reached through a custom connector.

## Step 1: Request and inspect the sandbox environment

### Do
Open the email titled Collab Toolbox Provisioning Notification containing your sandbox access details[^62]. Verify that the generated organization includes its assigned DNS domain under wbx.ai and site URL under webex.com[^64]. Note that Cisco audits sandbox accounts and reserves the right to remove users beyond 10 account users or terminate environments for developer resource misuse[^65][^36].

### Verify
Suggested check: sign in to Control Hub with the administrative credentials provided in the notification email.

### Rollback
Suggested rollback: request removal of the sandbox if it is no longer required.

## Step 2: Verify default business hours

### Do
The preconfigured business hours mapped to the default entry point and basic flow are active for 60 days from the time the sandbox is created[^66]. WarmTransfer's reading of the sources is that because the 60-day business-hours window expires before the sandbox itself, a sandbox can remain active while its default entry point stops routing on that initial schedule[^67].

### Verify
Suggested check: view the business hours schedule in Control Hub to confirm it remains active.

### Rollback
Suggested rollback: adjust the schedule or associate a new business hours definition if the initial window has lapsed.

## Step 3: Create a site

### Do
In Control Hub, go to Services > Contact Center > User Management > Sites > Create new site and provide the required site name[^46].

### Verify
Confirm that the new site appears in the sites list, and note that the system automatically generates a team and a multimedia profile associated with it[^45].

### Rollback
Set the site status to inactive and delete it, as a site can only be deleted when inactive[^47].

## Step 4: Create an agent-based team

### Do
Navigate to Services > Contact Center > User Management > Teams > Create new team[^55]. Assign your newly created site as the required parent site[^55]. Select Agent Based as the team type so named agents can be assigned, rather than Capacity Based which requires a dial number and capacity without named agents[^56].

### Verify
Suggested check: confirm the team appears under the Teams list with the specified parent site.

### Rollback
Suggested rollback: delete the created team from Services > Contact Center > User Management > Teams.

## Step 5: Define a skill and create a skill profile

### Do
In Control Hub, navigate to Services > Contact Center > User Management > Skill Management > Create a skill[^48]. Enter a Name, Description, and Type, choosing from Boolean, Enum, Proficiency (valued 0 through 10), or Text[^48][^51]. Then navigate to User Management > Skill Profile > Create Skill Profile to create a profile containing this skill and set its value[^49].

### Verify
Suggested check: open the created skill profile to confirm the skill and its target value are listed.

### Rollback
Suggested rollback: delete the skill profile under Skill Profile, then remove the skill definition under Skill Management.

## Step 6: Create an inbound telephony queue

### Do
Go to Services > Contact Center > Customer experience > Queues > Create queue[^22]. Set the contact direction to Inbound queue and select Telephony as the channel type[^22]. Under Contact routing settings, select skill-based routing with skills assigned to the queue[^23]. Every agent who holds all the queue's required skills through a directly assigned skill profile becomes part of the queue[^50]. If configuring team-based assignment instead, at least one call distribution group containing one or more teams is mandatory[^21].

### Verify
Suggested check: confirm the queue is listed under Customer experience > Queues with the telephony channel type.

### Rollback
Suggested rollback: delete the queue from Customer experience > Queues.

## Step 7: Build and publish the routing flow

**No; the flow only queues the call**

### Do
Before using Flow Designer, ensure your entry points, queues, and agents are provisioned in Control Hub[^10]. Open Flow Designer under Manage Flows > Create Flows[^7]. Add a Queue Contact activity configured statically to route contacts to a queue[^11]. Terminate any error or exit paths using the Disconnect Contact activity[^8]. Note that Flow Designer input fields use Pebble Templates syntax[^68], where single quotes must be used instead of double quotes inside an expression[^69].

### Verify
Validate the flow to verify structure; the Publish button remains disabled until validation is on and all errors are fixed[^12]. Note that flow validation inspects expressions for structural errors only and cannot evaluate a function or check that a variable resolves to an expected value[^70].

### Rollback
Flow Designer keeps no version history to revert to, so a change is undone by editing or deleting the flow[^9].

**Yes, an endpoint called by its full URL with no connector**

### Do
Before configuring the activity, run the target API in an API client such as Postman to confirm it returns a 200 OK status[^18]. Before using Flow Designer, confirm all queues and entities are provisioned[^10]. In Flow Designer, go to Manage Flows > Create Flows[^7]. Add an HTTP Request activity without an authenticated endpoint, supply the full request URL including domain and path, and pass any authorization credentials in the request headers[^17]. Note that Flow Designer uses Pebble syntax for flow variables alongside JSON path expressions for parsing payloads[^68][^71]. Follow the HTTP Request activity with a Case node to inspect the status code for a 200 OK response[^14]. Route successful outcomes to a Queue Contact activity configured to route contacts to a queue[^11], and send failed paths to Disconnect Contact[^8].

### Verify
Turn on flow validation and clear any errors to enable the Publish button[^12]. Validation checks structural syntax only[^70]. Suggested check: publish the flow.

### Rollback
Flow Designer keeps no version history to revert to, so a change is undone by editing or deleting the flow[^9].

**Yes, a third-party API reached through a custom connector**

### Do
Pre-test the API endpoint using an external tool to ensure it returns 200 OK[^18]. In Control Hub, navigate to Services > Contact Center > Tenant Settings > Integrations > Connectors[^16]. Create a custom connector using an HTTPS resource domain and configure either OAuth 2.0 or Basic Auth[^15] (do not use the Webex Contact Center HTTP connector, which is reserved for Webex Contact Center APIs[^19]). Ensure prerequisites are configured in Control Hub[^10], then launch Flow Designer at Manage Flows > Create Flows[^7]. Add an HTTP Request activity, toggle Use Authenticated Endpoint, and select your custom connector[^13]. Follow with a Case node on the HTTP status code to confirm a 200 OK response[^14]. Connect the branch to a Queue Contact activity configured to route contacts to a queue[^11], and terminate error outcomes with Disconnect Contact[^8].

### Verify
Confirm that your custom connector appears under the Connector list in the HTTP Request settings[^13]. Run structural validation and publish the flow once errors are cleared[^12][^70].

### Rollback
Flow Designer keeps no version history to revert to, so a change is undone by editing or deleting the flow[^9]. Connectors are managed under Tenant Settings > Integrations > Connectors[^16].

## Step 8: Configure the inbound entry point

### Do
Navigate to Services > Contact Center > Customer experience > Channels > Create, choosing Inbound Telephony as the channel type[^4]. In the Routing Flow drop-down, select the flow chosen from the drop-down list of existing flows[^5]. Under Support Number, choose an available phone number already configured in Webex Calling, noting that entry points accept only PSTN numbers in +E.164 format and do not accept extensions[^6].

### Verify
Suggested check: view the channel settings to confirm that the +E.164 support number points directly to the newly published routing flow.

### Rollback
Suggested rollback: delete or edit the entry point under Channels > Inbound Telephony to release the support number mapping.

## Step 9: Configure agent settings

**Keep the provisioned Webex Calling extension**

### Do
Navigate to Services > Contact Center > User management > Contact center users and open the agent record[^57]. Ensure the Contact center enabled toggle is set to on, and verify the user has a user profile and an agent profile[^57]. Under desktop settings, configure the site, team, and skill profile[^58]. Note that in skill-based routing, every agent who holds all required skills through a directly assigned skill profile implicitly joins the queue[^50]. Keep the agent's calling option set to Extension[^2].

### Verify
Suggested check: verify in the user record that the site, team, and skill profile assignments appear correctly.

### Rollback
Suggested rollback: unassign the team, site, or skill profile from the agent record in Contact center users.

**Switch the agent to the browser (Desktop, WebRTC) option**

### Do
Navigate to Services > Contact Center > User management > Contact center users and edit the target agent[^57]. Enable the Contact center enabled toggle, and confirm the user profile and agent profile are assigned[^57]. Configure the site, team, and skill profile under desktop settings[^58]. Directly assigned skill profiles implicitly enroll the agent into matching skill-based queues[^50]. Next, configure the desktop profile assigned to the agent: under Voice Channel Options, enable Desktop to allow WebRTC browser calling[^2][^41]. In Control Hub, enable the End button for the profile, which is required for an agent to end a Desktop WebRTC call[^1].

### Verify
Suggested check: open the desktop profile in Control Hub to confirm both Desktop voice channel options and the End button are enabled.

### Rollback
The desktop profile's Voice Channel Options set which calling options an agent can choose[^2].

Suggested rollback: restore the desktop profile's original values.

## Step 10: Sign in and complete a test call

**Keep the provisioned Webex Calling extension**

### Do
Open the desktop interface in a supported browser—such as Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later[^72]. Under Handle calls using, choose Extension[^43][^73]. The Extension option utilizes a Webex Calling extension where a single configured extension fills automatically[^42]. Select your team from the Team list and click Save & Continue[^40]. Agents begin in the Idle state upon signing in[^53]. Change state to Available, as contacts route to an agent only when Available[^52]. Administrators should successfully make inbound and outbound calls using the chosen Webex Calling PSTN connectivity option before finishing the remaining configuration[^74].

### Verify
Suggested check: verify the call is delivered to the agent desktop and the Webex Calling endpoint rings. If the call is not answered within the configured timer (default 18 seconds), it triggers RONA: the contact returns to the queue and the agent transitions from Available to Idle[^54][^75].

### Rollback
Suggested rollback: sign the agent out of the desktop interface to end the session.

**Switch the agent to the browser (Desktop, WebRTC) option**

### Do
Open the Agent Desktop in a supported browser—Google Chrome, Microsoft Edge, or Mozilla Firefox[^3]. Under Handle calls using, select Desktop[^43][^73]. This option utilizes WebRTC so audio is handled directly in the browser without additional telephony setup[^41][^76]. Select your team and click Save & Continue[^40]. The agent initializes in the Idle state[^53]. Change your status to Available[^52]. Administrators should successfully make inbound and outbound calls using the chosen Webex Calling PSTN connectivity option before finishing the remaining configuration[^74]. When answering or terminating the WebRTC call, use the on-screen desktop controls; Agent Desktop does not support headset control actions for WebRTC-based calls[^44].

### Verify
Suggested check: verify two-way audio directly through the browser. Confirm that if an offer expires unanswered, the contact returns to the queue and sets the agent state from Available to Idle[^54][^75].

### Rollback
Suggested rollback: sign out of the desktop session.

## Applicability

Applies to: Cisco Webex Contact Center, Cisco Calling Plan, Cisco Webex Contact Center Agent Desktop, Cisco Webex Contact Center with Webex Calling, Cisco Webex Contact Center PSTN, and Cisco Webex Suite (Control Hub). Deployments: multi-tenant and vdi. Sources checked 2026-09-22. The Desktop WebRTC option is available to Standard and Premium agent licenses without additional licensing[^3]. The Desktop WebRTC option is not available for customers hosted in the Japan data center[^77], and Virtual Desktop Infrastructure (VDI) does not support WebRTC for the Webex Contact Center agent desktop[^78][^79]. Cisco Calling Plan integration with Webex Contact Center is supported only in regions where Webex Calling supports service numbers and for trials[^80]. Webex Contact Center PSTN is available only in the contiguous United States and Canada[^81].

## What remains uncertain

Whether the browser station (Desktop WebRTC) option is universally permitted across every sandbox tenant is not covered by the sources below. Whether the main pre-provisioned sandbox PSTN number must first be manually disassociated from the default entry point before mapping to a custom entry point is not covered by the sources below.

## Sources

[^1]: An administrator must enable the End button in Control Hub for an agent to end a Desktop (WebRTC) call. Source: [Create and manage desktop profiles for Webex Contact Center](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles-for-Webex-Contact-Center), create desktop profile procedure, Voice Channel Options, note under Desktop. Checked 2026-09-22.
[^2]: A desktop profile's voice channel options control whether agents may sign in with Agent DN, Extension, or Desktop (browser, WebRTC). Source: [Create and manage desktop profiles for Webex Contact Center](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles-for-Webex-Contact-Center), create desktop profile procedure, Voice Channel Options. Checked 2026-09-22.
[^3]: The Desktop (WebRTC) sign-in option is available to Standard and Premium agent licenses without extra licensing and works in Google Chrome, Microsoft Edge and Mozilla Firefox. Source: [Create and manage desktop profiles for Webex Contact Center](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles-for-Webex-Contact-Center), create desktop profile procedure, Voice Channel Options, Desktop item. Checked 2026-09-22.
[^4]: An inbound telephony entry point is created under Services > Contact Center > Customer experience > Channels > Create, with channel type Inbound Telephony. Source: [Set up a channel in Webex Contact Center](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel-in-Webex-Contact-Center), Create a channel section. Checked 2026-09-22.
[^5]: The entry point's Routing Flow field assigns a flow chosen from a drop-down list of existing flows. Source: [Set up a channel in Webex Contact Center](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel-in-Webex-Contact-Center), Create a channel section, Entry Point Settings, Routing Flow. Checked 2026-09-22.
[^6]: An inbound telephony entry point maps support numbers already configured in Webex Calling, and accepts only PSTN numbers in +E.164 format, not extensions. Source: [Set up a channel in Webex Contact Center](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel-in-Webex-Contact-Center), Create a channel section, Support Number. Checked 2026-09-22.
[^7]: A new flow is started in Flow Designer from Manage Flows > Create Flows. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), create a flow procedure. Checked 2026-09-22.
[^8]: Disconnect Contact is a terminating activity that disconnects an active call leg and may be used as many times as needed in a flow. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Disconnect Contact activity section. Checked 2026-09-22.
[^9]: Flow Designer has no version control feature; the flow version only counts how many times the flow has been published. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), publish section. Checked 2026-09-22.
[^10]: Before using Flow Designer, entities such as entry points, queues and agents must be provisioned in Control Hub. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), prerequisites at the start of the article. Checked 2026-09-22.
[^11]: The Queue Contact activity sends a contact to a queue chosen statically or from a variable, and supports skill requirements and an optional contact priority. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity section. Checked 2026-09-22.
[^12]: A flow must be validated and its errors fixed before it can be published; the Publish button stays disabled until validation is on and all errors are resolved. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), flow validation and publish sections. Checked 2026-09-22.
[^13]: To call a third-party API through a connector, turn on Use Authenticated Endpoint in the HTTP Request settings and pick the custom connector from the Connector list. Source: [Contact Center Flow Designer: Integrating Third-Party APIs with the HTTP Integration Connector](https://developer.webex.com/blog/contact-center-flow-designer-integrating-third-party-apis-with-the-http-integration-connector), section on using the connector in Flow Designer. Checked 2026-09-22.
[^14]: Cisco's technote places a Case node right after the HTTP Request node to branch on the HTTP status code and confirm a 200 OK response. Source: [Configure HTTP Request on Call Flows with Authorization Type as Basic on WebEx Contact Center](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/217735-configure-http-request-on-call-flows-wit.html), Configure section, step after the HTTP Request node. Checked 2026-09-22.
[^15]: A custom connector for a third-party API takes the API's resource domain URL, which must be HTTPS, and supports OAuth 2.0 (client credentials or password grant) or Basic Auth. Source: [Contact Center Flow Designer: Integrating Third-Party APIs with the HTTP Integration Connector](https://developer.webex.com/blog/contact-center-flow-designer-integrating-third-party-apis-with-the-http-integration-connector), connector setup section. Checked 2026-09-22.
[^16]: Connectors are created in Control Hub under Services > Contact Center > Tenant Settings > Integrations > Connectors. Source: [Create Webex Contact Center HTTP connector](https://help.webex.com/en-us/article/n54f5wd/Create-Webex-Contact-Center-HTTP-connector), create connector procedure. Checked 2026-09-22.
[^17]: Without an authenticated endpoint, the HTTP Request activity takes the full request URL (domain and path), and an authorization value can be supplied as a request header. Source: [Configure HTTP Request on Call Flows with Authorization Type as Basic on WebEx Contact Center](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/217735-configure-http-request-on-call-flows-wit.html), Configure section, HTTP Request node settings. Checked 2026-09-22.
[^18]: Cisco advises running the API in Postman or another API tool to confirm it returns 200 OK before using it in an HTTP Request activity. Source: [Configure HTTP Request on Call Flows with Authorization Type as Basic on WebEx Contact Center](https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/217735-configure-http-request-on-call-flows-wit.html), Configure section, first step. Checked 2026-09-22.
[^19]: The Webex Contact Center HTTP connector is for invoking Webex Contact Center APIs from Flow Designer, with Read-Only (GET) or Read-Write (GET, POST, PUT, UPDATE, DELETE) access. Source: [Create Webex Contact Center HTTP connector](https://help.webex.com/en-us/article/n54f5wd/Create-Webex-Contact-Center-HTTP-connector), introduction and access scope options. Checked 2026-09-22.
[^20]: A sandbox agent can probably be moved from the provisioned Extension station to the browser (Desktop) station by allowing Desktop in the voice options of the desktop profile assigned to that agent, since the Desktop option needs no licence beyond a Standard or Premium agent licence (inferred). Source: [Create and manage desktop profiles for Webex Contact Center](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles-for-Webex-Contact-Center), create desktop profile procedure, Voice Channel Options, Desktop item; combined with webex-cc-developer-sandbox agent desktop passage. Checked 2026-09-22.
[^21]: For team-based queue assignment, at least one call distribution group containing one or more teams is mandatory to create the queue. Source: [Create queues in Webex Contact Center](https://help.webex.com/en-us/article/ubg5qd/Create-queues-in-Webex-Contact-Center), Configure non skill-based routing > Team-based assignment. Checked 2026-09-22.
[^22]: An inbound voice queue is created under Services > Contact Center > Customer experience > Queues > Create queue, choosing Inbound queue as contact direction and Telephony as channel type. Source: [Create queues in Webex Contact Center](https://help.webex.com/en-us/article/ubg5qd/Create-queues-in-Webex-Contact-Center), Create a queue section, General. Checked 2026-09-22.
[^23]: A queue's routing is either non skill-based (team-based or agent-based assignment) or skill-based (skills assigned to the queue or assigned in flows). Source: [Create queues in Webex Contact Center](https://help.webex.com/en-us/article/ubg5qd/Create-queues-in-Webex-Contact-Center), Create a queue section, Contact routing settings. Checked 2026-09-22.
[^24]: In the sandbox, business hours are mapped to the default inbound entry point and the default basic flow, and are active for 60 days from creation. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), preconfigured features passage, Business Hours item. Checked 2026-09-22.
[^25]: To request a Webex Contact Center sandbox you must be a member of a Contact Center enabled organization, sign in to your Webex account on the developer portal and click Request a Sandbox. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), passage beginning 'To request a new Webex Contact Center sandbox'. Checked 2026-09-22.
[^26]: Contact Center sandbox creation may take up to 24 hours and the requester receives several emails during it. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), passage beginning 'Sandbox creation may take up to 24 hours'. Checked 2026-09-22.
[^27]: The final sandbox provisioning email carries the account credentials for the sandbox admin and user accounts. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), passage beginning 'Sandbox creation may take up to 24 hours', sentence on the final email. Checked 2026-09-22.
[^28]: The sandbox's default basic flow plays default hold music and redirects the call to the default inbound queue. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), preconfigured features passage, default basic flow item. Checked 2026-09-22.
[^29]: The sandbox comes with a default agent-based team. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), preconfigured features passage, User Profiles and Team item. Checked 2026-09-22.
[^30]: If you already hold any Webex sandboxes you must delete them before you can create a new Contact Center sandbox. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), passage beginning 'If you've already got any Webex sandboxes'. Checked 2026-09-22.
[^31]: Deleting a Webex sandbox can take up to 15 minutes. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), passage beginning 'Sandbox deletion can take up to 15 minutes'. Checked 2026-09-22.
[^32]: Sandbox agents sign in to Webex Contact Center Desktop at desktop.wxcc-us1.cisco.com using the Extension given for that agent in the provisioning email. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), agent desktop passage, sentence on logging into the Webex Contact Center Desktop. Checked 2026-09-22.
[^33]: In the sandbox the main PSTN number, given in the provisioning email, is the entry point for reaching an agent signed in to Agent Desktop. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), preconfigured features passage, Entry Point item. Checked 2026-09-22.
[^34]: The sandbox comes with one inbound voice queue preconfigured. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), preconfigured features passage, Queue item. Checked 2026-09-22.
[^35]: The sandbox includes a supervisor agent user with access to additional supervisory metrics and functions. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), preconfigured features passage, Administrator and Supervisor item. Checked 2026-09-22.
[^36]: The Webex Contact Center developer sandbox gives a developer an org in which to provision up to 10 licensed Webex users of various roles. Source: [The A-Z of Webex Contact Center APIs: Capture APIs](https://developer.webex.com/blog/the-a-z-of-webex-contact-center-apis), section 'Webex Contact Center Developer Sandbox'. Checked 2026-09-22.
[^37]: Webex sandboxes have a validity period of 180 days, and Developer Support can be asked to extend a sandbox's validity. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), passage beginning 'All sandboxes have a validity period of 180 days'. Checked 2026-09-22.
[^38]: A sandbox agent needs a machine that runs Webex Contact Center Desktop together with the Webex App or the Webex Calling plug-in for Chrome to act as a virtual call center agent. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), prerequisites passage, sentence on a machine that can run the Desktop and the Webex app. Checked 2026-09-22.
[^39]: Webex Calling is the default calling platform in a Webex Contact Center developer sandbox. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), preconfigured features passage, sentence beginning 'Webex calling is the default calling platform'. Checked 2026-09-22.
[^40]: After choosing a calling method the agent chooses a team from the Team list and clicks Save & Continue to finish signing in. Source: [Sign in to Webex Contact Center Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Webex-Contact-Center-Desktop), sign-in procedure, Team step. Checked 2026-09-22.
[^41]: The Desktop calling option uses WebRTC so the agent handles voice in the browser with no further telephony setup. Source: [Sign in to Webex Contact Center Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Webex-Contact-Center-Desktop), sign-in procedure, Desktop option under Handle calls using. Checked 2026-09-22.
[^42]: The Extension calling option uses a Webex Calling extension; a single configured extension is filled in automatically and several are offered as a validated list. Source: [Sign in to Webex Contact Center Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Webex-Contact-Center-Desktop), sign-in procedure, Extension option under Handle calls using. Checked 2026-09-22.
[^43]: At Desktop sign-in the agent picks a calling method from the Handle calls using list (Desktop, Extension or Dial Number), and the options shown depend on the agent's profile configuration. Source: [Sign in to Webex Contact Center Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Webex-Contact-Center-Desktop), sign-in procedure, Handle calls using step. Checked 2026-09-22.
[^44]: Agent Desktop does not support headset control actions for WebRTC-based calls. Source: [Sign in to Webex Contact Center Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Webex-Contact-Center-Desktop), sign-in procedure, note under the Desktop option. Checked 2026-09-22.
[^45]: When a site is created the system automatically adds a team and a multimedia profile to it. Source: [Manage sites in Webex Contact Center](https://help.webex.com/en-us/article/nqipixt/Manage-sites-in-Webex-Contact-Center), create a site procedure, note after creation. Checked 2026-09-22.
[^46]: A site is created in Control Hub under Services > Contact Center > User Management > Sites > Create new site, with a required name. Source: [Manage sites in Webex Contact Center](https://help.webex.com/en-us/article/nqipixt/Manage-sites-in-Webex-Contact-Center), create a site procedure. Checked 2026-09-22.
[^47]: A site can be deleted only when it is inactive. Source: [Manage sites in Webex Contact Center](https://help.webex.com/en-us/article/nqipixt/Manage-sites-in-Webex-Contact-Center), manage sites, delete guidance. Checked 2026-09-22.
[^48]: A skill definition is created in Control Hub under Services > Contact Center > User Management > Skill Management > Create a skill, with Name, Description and Type mandatory. Source: [Create and manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Create-and-manage-skill-definitions-in-Webex-Contact-Center), create a skill definition procedure. Checked 2026-09-22.
[^49]: A skill profile is a set of skills each with a value, created under User Management > Skill Profile > Create Skill Profile, and assigned to an agent-based team or an individual agent. Source: [Create and manage skill profiles in Webex Contact Center](https://help.webex.com/en-us/article/arzaac/Create-and-manage-skill-profiles-in-Webex-Contact-Center), Create a Skill Profile section. Checked 2026-09-22.
[^50]: In a skill-based queue, every agent in the organization who holds all the queue's required skills through a directly assigned skill profile implicitly becomes part of that queue. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), skill-based routing section. Checked 2026-09-22.
[^51]: Skill definitions have one of four types: Boolean, Enum, Proficiency (a value from 0 through 10) or Text. Source: [Create and manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Create-and-manage-skill-definitions-in-Webex-Contact-Center), skill types list in the create procedure. Checked 2026-09-22.
[^52]: Contacts are routed to an agent only while the agent's state is Available; an Idle agent receives none. Source: [Understand agent states in Webex Contact Center](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-in-Webex-Contact-Center), Available state section. Checked 2026-09-22.
[^53]: Agents begin in the Idle state after signing in to the Desktop. Source: [Understand agent states in Webex Contact Center](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-in-Webex-Contact-Center), Idle state section. Checked 2026-09-22.
[^54]: If an agent does not accept an offered contact within the administrator's time limit (RONA), the contact returns to the queue and the agent's state changes from Available to Idle. Source: [Understand agent states in Webex Contact Center](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-in-Webex-Contact-Center), RONA section. Checked 2026-09-22.
[^55]: A team is created under Services > Contact Center > User Management > Teams > Create new team, and its general settings include a required parent site. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), create a team procedure, General settings. Checked 2026-09-22.
[^56]: A team is either Agent Based, to which named agents are added, or Capacity Based, which needs a dial number and capacity and has no named agents. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), create a team procedure, Agent settings. Checked 2026-09-22.
[^57]: An agent is set up under Services > Contact Center > User management > Contact center users, needs a user profile and an agent profile, and must have the Contact center enabled toggle on. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-Contact-Center-Users), edit contact center user procedure. Checked 2026-09-22.
[^58]: With Contact center enabled on, an agent's desktop settings include teams, agent profile, skill profile, multimedia profile and site. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-Contact-Center-Users), edit contact center user procedure, Desktop settings. Checked 2026-09-22.
[^59]: Webex Calling is the default calling platform provisioned in a Webex Contact Center developer sandbox. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), Contact Center Sandbox > Sandbox Contents, item 1 (Webex calling for Voice). Checked 2026-09-22.
[^60]: A Webex Contact Center developer sandbox is provisioned with default hold music and a default greeting message as audio files. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), Contact Center Sandbox > Sandbox Contents, item 9 (Audio files). Checked 2026-09-22.
[^61]: A Webex Contact Center developer sandbox is provisioned with two desktop profiles, one with auto-wrap-up enabled and one without. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), Contact Center Sandbox > Sandbox Contents, item 3 (Desktop Profiles). Checked 2026-09-22.
[^62]: The Webex developer sandbox credentials arrive in an email titled Collab Toolbox Provisioning Notification. Source: [Webex Developer Sandbox Guide](https://developer.webex.com/admin/docs/developer-sandbox-guide), Webex Developer Sandbox Guide > Sandbox Quick Start, step 3. Checked 2026-09-22.
[^63]: No change in Webex Control Hub is required to use a Webex Contact Center developer sandbox, although the administrator account can sign in to Control Hub to customise Contact Center settings and view metrics. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), Contact Center Sandbox > Webex Control Hub Access, first paragraph. Checked 2026-09-22.
[^64]: A Webex Contact Center developer sandbox organisation is issued a DNS domain under wbx.ai and a Webex site URL under webex.com, both derived from a generated organisation name. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), Contact Center Sandbox > Sandbox Provisioning Email > DNS Domain and Webex Site URL fields. Checked 2026-09-22.
[^65]: Cisco may audit Webex Developer Sandbox accounts and reserves the right to remove users in excess of 10 account users or to terminate the sandbox environment for developer resource misuse. Source: [Webex Developer Sandbox Guide](https://developer.webex.com/admin/docs/developer-sandbox-guide), Webex Developer Sandbox Guide > Do I need a Developer Sandbox?, limitation note, second sentence. Checked 2026-09-22.
[^66]: The business hours mapped to the default inbound entry point and default basic flow of a Webex Contact Center developer sandbox are active for 60 days from the time the sandbox is created. Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), Contact Center Sandbox > Sandbox Contents, item 11 (Business Hours). Checked 2026-09-22.
[^67]: The 60-day default business-hours window of a Webex Contact Center developer sandbox expires before the sandbox itself, so a sandbox can remain valid while its default entry point stops routing on the original schedule (inferred). Source: [Contact Center Sandbox](https://developer.webex.com/webex-contact-center/docs/sandbox_cc), Contact Center Sandbox > Sandbox Contents, item 11, read against the 180-day NOTE in the Introduction. Checked 2026-09-22.
[^68]: Flow Designer input fields use the open-source Pebble Templates expression syntax and the article names no version of it. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow Designer, Pebble template syntax. Checked 2026-09-15.
[^69]: Cisco instructs that single quotes be used instead of double quotes inside an expression and gives no reason. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow Designer, text-to-speech and expression guidance. Checked 2026-09-15.
[^70]: Flow validation checks expressions for structural errors only and cannot evaluate a function or check that a variable resolves to the expected value. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow Designer, validate a flow. Checked 2026-09-15.
[^71]: Two unrelated expression syntaxes are used in the same activity configuration: the Pebble double brace form for flow variables and a JSON path form for parsing a response body. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow Designer, Parse activity and HTTP Request content type. Checked 2026-09-15.
[^72]: 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.
[^73]: An agent chooses a calling preference at Agent Desktop sign-in from three options labelled Desktop, Extension and Dial Number, presented under a Handle calls using control. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8), Handle calls using. Checked 2026-09-16.
[^74]: Administrators should successfully make inbound and outbound calls using the chosen Webex Calling PSTN connectivity option before finishing the remaining contact centre configuration tasks. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Webex Calling Provisioning and Configuration for Webex Contact Center. Checked 2026-09-16.
[^75]: The Webex Contact Center RONA timer default is 18 seconds and specifies the time within which an agent answers a call or task; if it expires before voicemail rings the call requeues within the contact center and routes to the next available agent. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Best Practices for handling unanswered calls - RONA timer. Checked 2026-09-16.
[^76]: 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.
[^77]: 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.
[^78]: 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.
[^79]: 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.
[^80]: Cisco Calling Plan is supported with Webex Contact Center only in regions where Webex Calling supports service numbers and for Webex Contact Center trials, with Cisco operating as the PSTN carrier in a single bill. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Connect to Webex Calling Services - PSTN Services - Cisco Webex Calling Plan. Checked 2026-09-16.
[^81]: 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.