Configuration · guide

Setting up consult and transfer destinations in Webex Contact Center

Verified 2026-09-30 · 75 sources · tier 2–4

For Webex Contact Center administrators configuring consult and transfer targets in Control Hub..

Webex Contact Center agents transfer and consult with destinations controlled by their assigned desktop profile and platform routing objects 3965. This guide walks through configuring queues, entry points, address books, and profile permissions to provide verified destinations in Agent Desktop 2012.

Before you start

You must have administrator access to manage contact center features in Control Hub 67.
Ensure your tenant PSTN connectivity is operational through Webex Contact Center PSTN, Cloud Connected PSTN, Cisco Calling Plans, or a Local Gateway 5768.
Review global limits: organizations support up to 6,000 active entry points, 1,000 outdial entry points, 500 skill-based queues, 10,500 team-based queues, and 3,000 agent-based teams 697071.
Ensure agents use supported browsers with at least 4 GB of RAM, where 8 GB or more is recommended 7273.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Where should transferred contacts land?

Which other agents may an agent consult or transfer to directly?

May agents consult a queue before transferring?

Three questions. One permanent page you can send to your manager.

Step 1 List destinations and check restrictions

Do

Identify every team, queue, entry point, and external dial number agents will need to reach 2012. Note that consult calls to an entry point or dial number configured to route to a capacity-based team are not supported 9. A capacity-based team directs voice calls to a capacity-based dial number rather than logged-in agents 24. Also identify any entry point flow terminating in a Blind Transfer activity, because Blind Transfer is not supported when a flow is executed during a consult 23.

Verify

Confirm that none of the listed consult targets route to a capacity-based team 9. Confirm that flows planned for consult entry points do not run a Blind Transfer activity 23.

Rollback

Suggested rollback: Discard or revise the destination list before configuring platform objects.

Step 2 Confirm destination queues

Through contact center routing: queues and entry points only

Do

Navigate in Control Hub to Services > Contact Center > Customer Experience > Queues 60. Confirm that each target queue exists and inspect its Maximum time in queue setting, as contacts waiting longer than this threshold are terminated 59. Note that a tenant-level setting allows transferred contacts to route back to the original transferring agent when few agents are available 61.

Verify

Check that every target queue appears in the Queues table and is active 60.

Rollback

Suggested rollback: No configuration was altered; return to the queues list if adjustments are needed.

By dial number only: address book entries and dialled numbers, including the PSTN

Do

Bypass queue verification, as entry point and queue transfer targets will be set to Select None on the profile 43.

Verify

Suggested check: Confirm that no queue destinations are required for this profile.

Rollback

Suggested rollback: Return to step 1 if routed queues are required.

Both routed destinations and dial numbers

Do

Navigate in Control Hub to Services > Contact Center > Customer Experience > Queues 60. Confirm each target queue exists and inspect its Maximum time in queue setting, which terminates contacts waiting beyond the configured duration 59. A tenant-level setting can route transferred contacts back to the transferring agent when few agents are available 61.

Verify

Check that every required queue appears in the Queues list 60.

Rollback

Suggested rollback: No configuration was altered; return to the queues list if adjustments are needed.

Step 3 Confirm entry points and mapped numbers

Through contact center routing: queues and entry points only

Do

Go to Services > Contact Center > Customer experience > Channels 28. For each target entry point, confirm that an active Routing Flow and Version Label are assigned 29. Transferred contacts take the priority assigned on the Queue Contact activity in the destination flow 50, and global variables carry over only when variable name and data type match 15.

Verify

Open each target entry point channel to verify its assigned routing flow and version label 29.

Rollback

If you edited an entry point channel, reselect its previous Routing Flow and Version Label 29.

By dial number only: address book entries and dialled numbers, including the PSTN

Do

Navigate to Services > Contact Center > Customer experience > Channels and verify that any support number mapped to an inbound entry point is in +E.164 format 283026.

Verify

Confirm the mapped number is present under the channel's Support Number field 30.

Rollback

Suggested rollback: No modifications were made; return to the Channels list if numbers need remapping.

Both routed destinations and dial numbers

Do

Go to Services > Contact Center > Customer experience > Channels 28. Verify the assigned Routing Flow and Version Label for each entry point 29. If entry points must also be reached as dial numbers, map one or more support numbers configured under Webex Calling services 30. Only PSTN numbers in +E.164 format can be mapped to entry points, not extension numbers 26. Blind transfers to directory numbers mapped to entry points are supported as of 2026-06-29 51.

Verify

Confirm that each target channel shows an assigned flow and that mapped numbers display in +E.164 format 2926.

Rollback

Restore any previously assigned Routing Flow or support numbers on the modified channel 29.

Step 4 Build the address book

Through contact center routing: queues and entry points only

Do

Skip address book creation, as speed-dial entries are not used when transfers and consults route exclusively through contact center queues and entry points 35.

Verify

Suggested check: Verify that speed-dial address books are not required for this profile.

Rollback

Suggested rollback: No configuration changes to revert.

By dial number only: address book entries and dialled numbers, including the PSTN

Do

In Control Hub, go to Contact Center > Desktop Experience > Address Book and click Create Address Book 5. Enter a name, description, and Parent Type (Tenant to share across all sites, or Site for a single site) 4. Add entries consisting of a name and phone number 3. Ensure each phone number uses US, E.164, or IDD format and contains 3 to 18 digits 14. Alternatively, manage address books and bulk entries using the Address Book API with scope cjp:config_write 1.

Verify

Confirm that the new address book displays all configured destination names and numbers 3.

Rollback

Delete the individual entries or delete the address book in Control Hub or via the Address Book API 1.

Both routed destinations and dial numbers

Do

Navigate in Control Hub to Contact Center > Desktop Experience > Address Book and click Create Address Book 5. Provide a name, description, and select Parent Type as Tenant or Site 4. Create entries with a name and phone number between 3 and 18 digits in US, E.164, or IDD format 314. You can also use the Address Book API to perform bulk saves with scope cjp:config_write 1.

Verify

Verify that all required dial numbers are visible in the address book entry list 3.

Rollback

Delete unwanted entries or delete the address book through the UI or API 1.

Step 5 Create or open the desktop profile

Do

Navigate in Control Hub to Services > Contact Center > Desktop experience > Desktop profiles 47. Select an existing profile to edit or click Create desktop profile 4248. If creating a profile, step through General settings, idle and wrap-up codes, Collaboration, Voice, Agent Statistics, and Desktop timeout 48. Choose the Parent Type (Tenant or Site) carefully, because it cannot be modified after creation 46.

Verify

Confirm the desktop profile appears in the Desktop profiles list 47.

Rollback

If you created a new profile, deactivate it and then delete it, as a profile must be inactive before deletion 40.

Step 6 Configure entry point and queue transfer targets

Through contact center routing: queues and entry points only

Do

In the desktop profile under Collaboration, navigate to Entry Point/Queue Transfer Targets 43. Choose Select All to allow all entry points and queues, or choose Select Specific and specify the permitted destinations 43.

Verify

Save the profile, reopen it, and confirm the selected queues and entry points remain selected 43.

Rollback

Edit the profile and revert Entry Point/Queue Transfer Targets to its prior setting 42.

By dial number only: address book entries and dialled numbers, including the PSTN

Do

In the desktop profile under Collaboration, set Entry Point/Queue Transfer Targets to Select None 43.

Verify

Save and reopen the profile to verify that Entry Point/Queue Transfer Targets displays Select None 43.

Rollback

Edit the profile and restore previous transfer target settings if needed 42.

Both routed destinations and dial numbers

Do

In the desktop profile under Collaboration, locate Entry Point/Queue Transfer Targets 43. Set the option to Select All, or select Select Specific and pick the specific queues and entry points needed by the agents 43.

Verify

Reopen the profile under Collaboration to confirm the selected targets are saved 43.

Rollback

Edit the profile and restore the original target selection 42.

Step 7 Configure agent reachability

Agents in every team

Do

In the desktop profile under Collaboration, set Buddy Teams to Select All 36. This allows agents assigned this profile to consult, conference, and transfer calls to agents across all teams 37.

Verify

Reopen the Collaboration tab on the desktop profile and confirm Buddy Teams is set to Select All 36.

Rollback

Edit the profile and revert Buddy Teams to its previous setting 42.

Agents in named teams only

Do

In the desktop profile under Collaboration, set Buddy Teams to Select Specific and select the allowed teams 36. Only agents belonging to those chosen teams will appear in the Agent drop-down list on Agent Desktop 37. Ensure destination agents are assigned to those teams on their user records under Desktop Settings 66.

Verify

Reopen the desktop profile and verify that the specified teams appear in the Buddy Teams list 36.

Rollback

Edit the profile and adjust or clear the selected teams under Buddy Teams 42.

No direct agent-to-agent consult or transfer

Do

In the desktop profile under Collaboration, set Buddy Teams to Select None 36. This prevents agents from consulting, conferencing, or transferring directly to other agents 37.

Verify

Reopen the desktop profile and verify Buddy Teams is set to Select None 36.

Rollback

Edit the profile and re-enable buddy team selections as required 42.

Step 8 Set queue consultation permissions

Yes, agents can pick a queue as a consult target

Do

In the desktop profile under Collaboration, turn on the Consult To Queue toggle 38. This enables agents to select a queue in the Queue drop-down list as a consultation target 38. Do not use this for queues routed to capacity-based teams 9.

Verify

Confirm that Consult To Queue is toggled on in the profile settings 38.

Rollback

Toggle off Consult To Queue on the desktop profile 38.

No, queues are transfer-only or not used

Do

In the desktop profile under Collaboration, ensure the Consult To Queue toggle remains off 38.

Verify

Confirm that Consult To Queue is disabled in the profile settings 38.

Rollback

Suggested rollback: No changes required; toggle on Consult To Queue if queue consults are needed.

Step 9 Configure voice and address book settings

Through contact center routing: queues and entry points only

Do

In the desktop profile under Voice, leave the Address Book field unselected 35. Review the Dial Pad toggle, Outdial toggle, outdial entry point, and Outdial ANI settings according to your outbound call requirements 414445.

Verify

Confirm that no address book is linked to the desktop profile 35.

Rollback

Suggested rollback: No address book selection was made; adjust profile settings if needed.

By dial number only: address book entries and dialled numbers, including the PSTN

Do

In the desktop profile under Voice, select the address book created in step 4 in the Address Book field 35. Set the Dial Pad toggle on if agents must dial numbers manually 41. If outdial is permitted, configure the Outdial toggle, outdial entry point, and Outdial ANI list 4445.

Verify

Save the profile, reopen the Voice section, and confirm the Address Book field displays the correct address book 35.

Rollback

Edit the profile and clear or reassign the Address Book field 42.

Both routed destinations and dial numbers

Do

In the desktop profile under Voice, choose the address book created in step 4 from the Address Book drop-down 35. Configure the Dial Pad toggle to allow manual number dialing if needed 41. Review the Outdial toggle, outdial entry point, and Outdial ANI settings if outdial calling is required 4445.

Verify

Reopen the profile's Voice settings to confirm the address book name is saved 35.

Rollback

Edit the profile and change or clear the Address Book field 42.

Step 10 Verify tenant desktop settings

Do

Navigate in Control Hub to Services > Contact Center > Tenant settings > Desktop 63. Verify that the End Consult voice feature is enabled if agents require an End Consult button on the Consult Request dialog; it is on by default 62. Check the telephony RONA timeout, which defaults to 18 seconds and can range from 1 to 120 seconds 64.

Verify

Confirm that End Consult and RONA timeouts reflect your tenant policies 6264.

Rollback

Restore End Consult or RONA timeout values to their previous settings 6264. Note that these changes apply across the entire tenant 63.

Step 11 Assign desktop profile to agents

Do

Navigate in Control Hub to Services > Contact Center > User management > Contact center users 65. Open each agent user record, expand Desktop Settings, and select the configured desktop profile in the agent profile field 65.

Verify

Open an updated user record and verify that the agent profile field displays the assigned profile name 65.

Rollback

Reopen the user record under Contact center users and reassign the previous agent profile 65.

Step 12 Test transfer operations

Through contact center routing: queues and entry points only

Do

Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.

Log in as an agent assigned the new profile and establish an active voice test call 20. Click Transfer on Agent Desktop 7. In the Transfer Request dialog, select Queue or Entry Point and verify that only configured destinations appear, listed separately 52. Complete a transfer to a queue and another to an entry point 20. If testing an agent transfer, select Agent and choose an agent who is in the Available state 19.

Verify

Confirm that the call transfers to the destination queue or flow 29. Confirm that the transferring agent receives the Wrap Up Reasons dialog 21.

Rollback

Return to step 6 to correct any missing or extra transfer targets on the profile 43.

By dial number only: address book entries and dialled numbers, including the PSTN

Do

Sign in as a test agent on the new profile and place an active test call 20. Click Transfer on Agent Desktop 7. Choose Dial Number and verify that the drop-down lists the address book names and numbers 6. Execute a blind transfer to an internal destination and to a PSTN number 7. If agent transfers are allowed, select Agent and transfer to an agent in the Available state 19.

Verify

Confirm the transferred call reaches the far end 7. Verify that the transferring agent sees the Wrap Up Reasons dialog 21.

Rollback

Return to step 4 or step 9 to adjust address book entries or profile attachments 335.

Both routed destinations and dial numbers

Do

Establish an active voice test call as an agent assigned to the profile 20. Click Transfer on Agent Desktop 7. Confirm that Queue, Entry Point, and Dial Number options are available 2052. Transfer to a queue, an entry point, and an address book dial number 6. If outdial calls are handled, test transferring an outdial call to a queue, which requires transfer to queue to be enabled for outdial calls 55.

Verify

Verify that each transfer completes to its target and that the transferring agent sees the Wrap Up Reasons dialog 21.

Rollback

Return to step 4, step 6, or step 9 to modify address books or target permissions 4335.

Step 13 Test consult and conference workflows

Do

On an active call, click Consult 12. Select each permitted destination type (Agent, Queue, Dial Number, Entry Point, or Organization) 12. During the consult, test resuming the customer call, transferring the call to the consulted party, and initiating a conference 10. When testing an agent consult, have the consulted agent click Exit Consult and confirm the primary agent remains connected to the customer 16. Note that external non-agent participants reached by dial number do not have desktop call controls 17.

Verify

Verify that unauthorized destinations do not appear in consult dialogs 52. Confirm conferences support up to eight total participants including the agent and customer 8. If a consult fails, verify whether the system failed to retrieve the entry point or dial number, or whether an invalid destination was entered 11.

Rollback

Suggested rollback: Adjust profile permissions and collaboration settings in Control Hub.

Applicability

Applies to: Cisco Webex Contact Center and Cisco Webex Contact Center PSTN. Deployments: multi-tenant. Sources checked 2026-09-30. Webex Contact Center PSTN is available only in the contiguous United States and Canada 7475. Blind transfers to directory numbers mapped to entry points apply from 2026-06-29 51. Enhanced separation of entry point and queue selections in Agent Desktop dialogs applies from 2025-10-31 52. Consult directly to entry points and dial numbers applies from 2025-04-17 33. Multi-party conference calls supporting up to six additional participants apply from 2025-04-17 32. Releasing an entry point transfer or conference to IVR or queue without waiting for an agent applies from 2025-04-21 49.

What remains uncertain

The exact caller ID presented to external parties during PSTN dial-number transfers is not covered by the sources below. Whether an active agent session must sign out and sign back in for desktop profile modifications to take effect is not covered by the sources below. Whether the Dial Pad toggle or dial plans enforce input constraints on numbers typed into the transfer or consult dialogs is not covered by the sources below. The specific behavior and customer treatment when a transferred agent declines or fails to answer a transfer are not covered by the sources below. Whether an agent can dial an inbound entry point's support number during a transfer is not covered by the sources below. Configuring the Organization destination type for Microsoft Teams or Webex App subject matter experts is not covered by the sources below.

Sources

1
The 2024 developer blog says the Address Book API offers create, read, update and delete operations on address books and on entries, plus bulk save of entries and bulk export, and that integrations need the cjp:config_write or cjp:config_read scope.
The A-Z of Webex Contact Center APIs: Address Book · API operations list and scopes paragraph · Checked 2026-09-30
2
The 2024 developer blog says an administrator creates an address book and adds it to a desktop profile that the agent is assigned to.
The A-Z of Webex Contact Center APIs: Address Book · introductory paragraphs · Checked 2026-09-30
3
The 2024 developer blog says an address book entry consists of a name and a phone number.
The A-Z of Webex Contact Center APIs: Address Book · paragraph describing Entries; API 'Create Entry' required parameters · Checked 2026-09-30
4
The 2024 developer blog says the address book form asks for a name, a description, a Parent Type and Entries, and that Parent Type decides whether the book is available to all sites or to one specific site.
The A-Z of Webex Contact Center APIs: Address Book · paragraph describing the Create Address Book form · Checked 2026-09-30
5
A 2024 Cisco developer blog says an address book is created in Control Hub under Contact Center > Desktop Experience > Address Book by clicking Create Address Book.
The A-Z of Webex Contact Center APIs: Address Book · paragraph describing address book creation in Control Hub · Checked 2026-09-30
6
In both the transfer and the consult dialog, the Dial Number drop-down displays the enterprise address book, listing names with their numbers.
Manage your calls in Agent Desktop · sections 'Transfer a call' and 'Initiate a consult', Dial Number option · Checked 2026-09-30
7
To transfer a call immediately without a consult (a blind transfer), the agent selects either Agent or Dial Number and clicks Transfer.
Manage your calls in Agent Desktop · section 'Transfer a call', blind transfer sentence · Checked 2026-09-30
8
A conference can hold a maximum of eight participants, counting the customer and the agent, and it can only be started after a consult call has been initiated.
Manage your calls in Agent Desktop · section 'Initiate a conference' · Checked 2026-09-30
9
Consult calls to an entry point or dial number that is configured to route to a capacity-based team are not supported.
Manage your calls in Agent Desktop · section 'Initiate a consult', limitation note · Checked 2026-09-30
10
During a consult the primary agent can resume the customer call, transfer the call to the consulted party, or start a conference; the Transfer and Conference buttons become usable once the consult call reaches the consulted party.
Manage your calls in Agent Desktop · sections 'Initiate a consult' and 'Actions each consult call participant can perform' · Checked 2026-09-30
11
The Agent Desktop article gives two reasons a consult call can fail: the system could not retrieve the entry point or dial number, or the destination entered was invalid.
Manage your calls in Agent Desktop · section 'Initiate a consult', consult call failures · Checked 2026-09-30
12
An agent on an active call can start a consult with an Agent, a Queue, a Dial Number, an Entry Point or an Organization contact.
Manage your calls in Agent Desktop · section 'Initiate a consult' · Checked 2026-09-30
13
The consult request popover shows at most nine variables: the three defaults (Agent Name, Agent DN, Agent Team) and up to six configured by the administrator.
Manage your calls in Agent Desktop · section 'Initiate a consult', consult request popover note · Checked 2026-09-30
14
A dial number entered for a transfer or consult can contain 3 to 18 digits plus the supported special characters, in US, E.164 or IDD format.
Manage your calls in Agent Desktop · sections 'Transfer a call' and 'Initiate a consult', Dial Number option · Checked 2026-09-30
15
On a transfer to an entry point, global variable values carry over to the new flow where the variable name and data type match; variables that do not match are not carried over.
Manage your calls in Agent Desktop · section 'Transfer a call', Entry Point option · Checked 2026-09-30
16
A consulted agent can leave with Exit Consult, after which the call continues between the customer and the primary agent; a consulted agent cannot apply a wrap-up reason for the consult call.
Manage your calls in Agent Desktop · section 'Actions each consult call participant can perform', Consulted agent · Checked 2026-09-30
17
A non-agent participant reached through a dial number has no call controls such as consult, add participants or end conference.
Manage your calls in Agent Desktop · section 'Actions each consult call participant can perform', Non-agent participants · Checked 2026-09-30
18
The Organization option reaches subject matter experts on Microsoft Teams or the Webex App, and only users with an assigned phone number appear in it.
Manage your calls in Agent Desktop · sections 'Transfer a call' and 'Initiate a consult', Organization option · Checked 2026-09-30
19
For a transfer, the Agent list shows only agents in the Available state, and a call cannot be transferred to an agent who is in the Wrap Up state.
Manage your calls in Agent Desktop · section 'Transfer a call', Agent option · Checked 2026-09-30
20
When transferring an active voice call, the Agent Desktop offers the destination types Agent, Queue, Entry Point, Dial Number and Organization.
Manage your calls in Agent Desktop · section 'Transfer a call' · Checked 2026-09-30
21
After an agent completes a transfer, the Wrap Up Reasons dialog appears for that agent.
Manage your calls in Agent Desktop · section 'Transfer a call', after the procedure · Checked 2026-09-30
22
The Blind Transfer flow activity transfers a call to an external or third-party dial number without an agent, and it is a terminal activity: the flow ends once the transfer is executed.
Understand Routing and Queueing in Webex Contact Center · section 'Call Control Activities', Blind Transfer · Checked 2026-09-30
23
The Blind Transfer activity is not supported when the flow is executed for a consult.
Understand Routing and Queueing in Webex Contact Center · section 'Call Control Activities', Blind Transfer · Checked 2026-09-30
24
A capacity-based team directs voice calls to a capacity-based dial number, where the capacity sets how many calls can be handled concurrently.
Understand Routing and Queueing in Webex Contact Center · section 'Non-skill-based queues with team assignments' · Checked 2026-09-30
25
A channel represents an entry point and, for inbound telephony only, the mapping between that entry point and a support or dial number.
Set up a channel · introduction · Checked 2026-09-30
26
Only PSTN numbers in globalized +E.164 format can be mapped to entry points; extension numbers cannot.
Set up a channel · Support Number note · Checked 2026-09-30
27
The system automatically creates an entry point named 'Outdial Transfer to Queue' for transferring outbound calls to a queue.
Set up a channel · outdial entry point details · Checked 2026-09-30
28
Entry points are configured as channels in Control Hub under Services > Contact Center > Customer experience > Channels.
Set up a channel · create procedure, navigation steps · Checked 2026-09-30
29
An entry point carries a Routing Flow setting that assigns a flow to it and a Version Label setting that picks the flow version.
Set up a channel · Entry Point Settings, Routing Flow and Version Label · Checked 2026-09-30
30
For an inbound telephony entry point the administrator selects one or more support numbers from the phone numbers configured under Webex Calling services.
Set up a channel · Entry Point Settings, Support Number · Checked 2026-09-30
31
The eight-participant conference maximum and the 'six additional participants' wording are consistent if the eight counts the customer and the primary agent plus six others.inferred
Manage your calls in Agent Desktop · section 'Initiate a conference', participant maximum · Checked 2026-09-30
32
The agents' What's New page has an entry dated 2025-04-17 saying a conference call supports up to six additional participants and that agents can consult a prospective participant before adding them.
What's new for agents in Webex Contact Center · entry 'Enhanced Collaboration in Webex Contact Center Multi-Party Calls', April 17, 2025 · Checked 2026-09-30
33
The agents' What's New page has an entry dated 2025-04-17 saying agents can start a consult directly with an entry point or dial number, and that administrators make entry points available through desktop profiles.
What's new for agents in Webex Contact Center · entry 'Consult Options to Entry Point/Dial Number (EP/DN)', April 17, 2025 · Checked 2026-09-30
34
A dial plan defines validation criteria for the dial number an agent uses to sign in to Agent Desktop and for the dial number an agent uses for outdialing.
Desktop experience · list item 'Dial Plans' · Checked 2026-09-30
35
The Address Book field on a desktop profile selects one address book, which holds the speed-dial numbers the agent can choose from.
Manage desktop profiles · section 'Create a desktop profile', Voice, Address Book · Checked 2026-09-30
36
Buddy Teams offers three choices: Select All, Select None, or Select Specific teams.
Manage desktop profiles · section 'Create a desktop profile', Collaboration, Buddy Teams · Checked 2026-09-30
37
The Buddy Teams setting names the teams whose agents appear in the Agent drop-down list on Agent Desktop; agents can consult, conference and transfer calls to agents in those teams.
Manage desktop profiles · section 'Create a desktop profile', Collaboration, Buddy Teams · Checked 2026-09-30
38
The Consult To Queue toggle on a desktop profile lets the agent select a queue in the Queue drop-down list as the target of a consultation.
Manage desktop profiles · section 'Create a desktop profile', Collaboration, Consult To Queue · Checked 2026-09-30
39
A desktop profile is a group of permissions and desktop behaviours assigned to agents.
Desktop experience · list item 'Desktop Profiles' · Checked 2026-09-30
40
A desktop profile can be activated or deactivated, and it must be inactive before it can be deleted.
Manage desktop profiles · sections 'Activate or deactivate a desktop profile' and 'Delete a desktop profile' · Checked 2026-09-30
41
The Dial Pad toggle on a desktop profile allows agents to dial manually using the dial pad.
Manage desktop profiles · section 'Create a desktop profile', Voice, Dial Pad · Checked 2026-09-30
42
The desktop profiles article has an 'Edit a desktop profile' procedure, so the Collaboration and Voice settings of an existing profile can be changed after creation.
Manage desktop profiles · section 'Edit a desktop profile' · Checked 2026-09-30
43
The Entry Point/Queue Transfer Targets setting specifies the entry points or queues agents can choose on Agent Desktop, with the choices Select All, Select None, or Select Specific.
Manage desktop profiles · section 'Create a desktop profile', Collaboration, Entry Point/Queue Transfer Targets · Checked 2026-09-30
44
The Outdial toggle on a desktop profile enables agents to make outdial calls, and when it is on the administrator chooses an outdial entry point the agent uses for those calls.
Manage desktop profiles · section 'Create a desktop profile', Voice, Outdial and Outdial Entry Point · Checked 2026-09-30
45
The Outdial ANI field on a desktop profile appears when Outdial is enabled and selects the named list of phone numbers the agent can use as caller ID for outdial calls.
Manage desktop profiles · section 'Create a desktop profile', Voice, Outdial ANI · Checked 2026-09-30
46
A desktop profile's parent type is Tenant (available to all sites) or Site (available to one site), and it cannot be changed after the profile is created.
Manage desktop profiles · section 'Create a desktop profile', General settings, Parent Type · Checked 2026-09-30
47
Desktop profiles are managed in Control Hub under Services > Contact Center > Desktop experience > Desktop profiles.
Manage desktop profiles · section 'Create a desktop profile', navigation steps · Checked 2026-09-30
48
Creating a desktop profile starts with Create desktop profile and steps through General settings, idle and wrap-up codes, Collaboration, Voice, Agent Statistics and Desktop timeout before Create.
Manage desktop profiles · section 'Create a desktop profile', numbered steps · Checked 2026-09-30
49
The agents' What's New page has an entry dated 2025-04-21 saying that on an entry point transfer or conference an agent can release the call to the IVR or queue without waiting for another agent to be connected.
What's new for agents in Webex Contact Center · entry 'Entry Point Transfer and Conference enhancement', April 21, 2025 · Checked 2026-09-30
50
When an agent transfers a call to an entry point, the contact's priority changes to the priority assigned on the Queue Contact activity in the new flow.
Build and manage flows with Flow Designer · Queue Contact activity, contact priority note · Checked 2026-09-30
51
The administrators' What's New page has an entry dated 2026-06-29 announcing support for blind transfers to directory numbers mapped to entry points, with consistent transfer behaviour across scenarios.
What's new for administrators in Webex Contact Center · entry 'Blind Transfer to directory number mapped to entry points', June 29, 2026 · Checked 2026-09-30
52
The agents' What's New page has an entry dated 2025-10-31 saying the Consult and Transfer dialogs list entry points and queues separately and show only the destinations the agent has access to.
What's new for agents in Webex Contact Center · entry 'Enhanced user experience for Consult and Transfer Selections and drop-downs in Agent Desktop', October 31, 2025 · Checked 2026-09-30
53
An agent cannot use an entry point number as the dial number for an outdial call.
Make an outdial call · note in the outdial procedure · Checked 2026-09-30
54
For an outdial call the system rejects a phone number that has an incorrect format, an unsupported country code, or that a dial plan restricts, and shows an error with a Tracking ID.
Make an outdial call · outdial procedure, number validation note · Checked 2026-09-30
55
On an outdial call the Transfer Request dialog shows a Queue option only if the administrator enabled transfer to queue for outdial calls; otherwise only the agent and dial number options are available.
Make an outdial call · note on transferring an outdial call · Checked 2026-09-30
56
Taken together, the desktop profile is the control point for destination reach: Buddy Teams bounds which agents, Entry Point/Queue Transfer Targets bounds which queues and entry points, Consult To Queue gates queue consults, and the Address Book bounds the listed dial numbers.inferred
Manage desktop profiles · section 'Create a desktop profile', Collaboration and Voice settings read together · Checked 2026-09-30
57
The voice channel article describes outbound calls reaching PSTN-based parties through the tenant's PSTN option: a Cloud Connected PSTN provider, a Local Gateway, or the Cisco Calling Plan.
Set up voice channels for Webex Contact Center · PSTN option sections, outbound call sentences · Checked 2026-09-30
58
A dial-number transfer or consult to an external number presumably leaves through the same tenant PSTN option as other outbound legs, but none of the sources read says so, nor which caller ID, outdial entry point or dial plan applies to that leg.inferred
Set up voice channels for Webex Contact Center · PSTN option sections; absence of transfer guidance across the article · Checked 2026-09-30
59
A queue's Maximum time in queue is the time after which a waiting contact of any media type is terminated.
Create queues and configure routing patterns · queue settings, Maximum time in queue · Checked 2026-09-30
60
Queues are managed in Control Hub under Services > Contact Center > Customer Experience > Queues.
Create queues and configure routing patterns · create procedure, navigation steps · Checked 2026-09-30
61
A tenant-level setting allows contacts to be routed back to the original agent who transferred them, so that contacts do not get stuck when few agents are available.
Create queues and configure routing patterns · note on transferred contacts in the queue article · Checked 2026-09-30
62
The tenant voice feature End Consult controls whether an End Consult button appears on the Consult Request dialog box, and it is enabled by default.
Desktop settings for Webex Contact Center · section 'Voice features', End Consult · Checked 2026-09-30
63
Tenant-wide desktop settings are in Control Hub under Services > Contact Center > Tenant settings > Desktop.
Desktop settings for Webex Contact Center · navigation steps · Checked 2026-09-30
64
The tenant RONA timeout for telephony defaults to 18 seconds and can be set from 1 to 120 seconds.
Desktop settings for Webex Contact Center · section 'RONA timeouts' · Checked 2026-09-30
65
A desktop profile is assigned to a user in Control Hub under Services > Contact Center > User management > Contact center users, by opening the user row and choosing the agent profile under Desktop Settings.
Manage Contact Center Users · edit-user procedure, Desktop Settings · Checked 2026-09-30
66
A user's teams are chosen from a drop-down list under Desktop Settings on the same contact center user record.
Manage Contact Center Users · edit-user procedure, Desktop Settings, teams · Checked 2026-09-30
67
After a trial or subscription order, an administrator configures the contact center tenant with the Services setup wizard in Control Hub (admin.webex.com). The wizard appears on every Control Hub visit until setup completes successfully.
Get started with Webex Contact Center · Services setup wizard section · Checked 2026-09-30
68
The PSTN Services section of the voice channel article lists four PSTN options for Webex Contact Center: Webex Contact Center PSTN, Webex Cloud Connected PSTN, Cisco Calling Plan and Webex Calling Local Gateway.
Set up voice channels for Webex Contact Center · section PSTN Services · Checked 2026-09-24
69
The limits are 6,000 active entry points and 1,000 outdial entry points.
System limits in Webex Contact Center · limits table, entry point rows · Checked 2026-09-30
70
The queue limits are 500 for the skill-based routing type and 10,500 for the team-based routing type.
System limits in Webex Contact Center · limits table, queue rows 'Skill-based routing type' and 'Team-based routing type' · Checked 2026-09-30
71
The limits are 300 active sites, 3,000 agent-based teams, 50 active capacity-based teams and 50 teams per user.
System limits in Webex Contact Center · limits table, sites and teams rows · Checked 2026-09-30
72
The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+. Cisco recommends the latest stable versions.
System requirements for Webex Contact Center Desktop · Supported browsers table, Minimum column · Checked 2026-09-30
73
Agent Desktop needs at least 4 GB of RAM. 8 GB or more is recommended.
System requirements for Webex Contact Center Desktop · requirements table, Memory row · Checked 2026-09-30
74
Webex Contact Center PSTN, sold by Cisco as a bundle with Webex Contact Center, is available only to customers in the contiguous United States and Canada.
Set up voice channels for Webex Contact Center · PSTN options section, Webex Contact Center PSTN · Checked 2026-09-30
75
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.
Set up voice channels for Webex Contact Center · Connect to Webex Calling Services - PSTN Services - Webex Contact Center PSTN · Checked 2026-09-16

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up consult and transfer destinations in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-consult-transfer-setup

BibTeX

@misc{warmtransfer-wxcc-consult-transfer-setup,
  title  = {Setting up consult and transfer destinations in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-consult-transfer-setup},
  note   = {Verified 2026-09-30}
}