WarmTransfer
Configuration · guide

Setting up a new Webex Contact Center tenant

Webex Contact Center

Verified 2026-09-30 · 79 sources · tier 2

For Cisco partner provisioning contacts and customer Control Hub administrators standing up a new multi-tenant Webex Contact Center tenant for the first time..

Webex Contact Center is deployed in Amazon Web Services across 8 regional data centers 64​23. Standing up a new tenant establishes the regional host, telephony edge, initial user licensing, sites, teams, and an initial inbound telephony channel 56​10​44​16.

Before you start

  • The country of operation cannot be modified after clicking confirm in the setup wizard 18, and it dictates the closest data center hosting tenant configuration, call data records, call recordings, reporting data, and digital channel data 56​19.
  • Telephony options become locked and grayed out once the tenant is provisioned and activated, requiring Cisco intervention to change 55.
  • Object settings that cannot be modified after creation include a team's parent site 53, a team's type 54, a channel's type 16, and a desktop profile's parent type 21.
  • WarmTransfer's reading of the sources is that these represent the irreversible settings encountered during tenant stand-up 30.

What changes by situation

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

Which Webex organization will this order land in?
Where do the contact center's operations and data need to be hosted?
How will PSTN reach the contact center?
How will you license the first contact center users?

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

Step 1 Verify administrator roles and desktop prerequisites

Do

Ensure the administrator running the setup holds the Full Administrator role in Control Hub, because a Contact Center Service Administrator cannot open the Services Set-Up Wizard 9. Avoid assigning only a Webex Contact Center Standard license to a Full Administrator, as this prevents using administrative features in the Management Portal 48. Verify agent workstations run supported browsers: Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later 20. Confirm agent hardware supplies at least 4 GB of RAM 65.

Verify

Verify that the account accessing the setup holds the Full Administrator role, enabling administration across all Webex Contact Center features 2. Suggested check: Inspect workstation browser versions to confirm they meet minimum browser and memory thresholds.

Rollback

Suggested rollback: Reassign user licenses or administrator roles in Control Hub if misconfigured.

Step 2 Submit order details in Cisco Commerce Workspace

Do

In Cisco Commerce Workspace, specify the Requested Start Date and the Provisioning Contact Email on the order 14. Use a partner Control Hub partner or sales administrator account for the Provisioning Contact Email as recommended by Cisco 36.

Verify

On the requested start date, verify that the designated provisioning contact receives an email containing a Set Up Now link to open the Order Set-Up wizard 40.

Step 3 Complete the Order Set-Up wizard

A brand-new customer organization

Do

Open the Set Up Now link from the email in a single continuous session, as exiting before completion discards entered provisioning data 32​40. Select the option to create a new organization when prompted 29. Select the country in which sales are authorized 31. Set the organization data residency using the Country Selector drop-down 33.

Verify

Verify that the customer administrator receives a Welcome email with a Get Started link 61.

Rollback

Before wizard submission, exit the wizard to discard all entered provisioning data 32. Webex does not support migrating an organization between GEO locations once provisioned 34.

An existing Webex organization

Do

Open the Set Up Now link in one session 32​40. Select the existing Webex organization when prompted 29. Select the authorized sales country 31. WarmTransfer's reading of the sources is that the existing organization's data residency remains fixed while the contact center data residency is selected independently in later steps 34​12.

Verify

Verify that the customer administrator receives a Welcome email with a Get Started link 61.

Rollback

Before completing submission, close the session to avoid saving inputs 32.

An organization running a trial converting to paid

Do

Open the Set Up Now link in a single session 32​40. Map the order to the existing trial organization 29. Enter the identical customer administrator email address that was used when creating the original trial 58. Select the authorized sales country 31.

Verify

Verify that the Welcome email reaches the specified customer administrator email address 61.

Rollback

Exit the browser session before submitting to clear the entries 32.

Step 4 Run the Services Setup wizard and assign the country of operation

United States and Americas outside Canada

Do

Sign in to Control Hub 66. Step through the Services Setup wizard pages: Summary, Calling, Contact Center, and Review 41. On the Calling page, adjust the SIP address name if necessary 7. On the Contact Center page, select the country of operation corresponding to the United States or the broader Americas outside Canada 11​60. Select the regional time zone 11.

Verify

Verify that the country chosen maps to the United States regional data center 60​56.

Rollback

The country of operation cannot be modified after clicking confirm 18.

Canada

Do

Sign in to Control Hub to begin the Services Setup wizard 66. Navigate past the Summary and Calling pages 41. On the Contact Center page, choose Canada or Saint Pierre and Miquelon as the country of operation 11​8. Select the local time zone 11.

Verify

Verify that the selected territory maps to the Canada regional data center 8​56.

Rollback

The country of operation cannot be modified after confirmation 18.

United Kingdom, Africa, Middle East, Central Asia, or Eastern Europe

Do

Access Control Hub to run the Services Setup wizard 66. Progress through Summary and Calling to the Contact Center page 41. Select the country of operation located in the United Kingdom, Africa, Middle East, Central Asia, or Eastern Europe 11​59. Set the regional time zone 11.

Verify

Verify that the chosen country maps to the United Kingdom data center rather than the Germany data center 59​24.

Rollback

The country of operation selection is irreversible once confirmed 18.

Continental Europe

Do

Log in to Control Hub and proceed through the setup wizard 66. On the Contact Center page, choose the continental European country of operation 11​24. Select the operating time zone 11.

Verify

Verify that the selected European country maps directly to the Germany data center 24.

Rollback

The country choice cannot be changed once confirmed in the wizard 18.

Asia-Pacific

Do

Log in to Control Hub to begin the Services Setup wizard 66. Advance to the Contact Center page 41. Select the country of operation across Asia-Pacific 11. Select the operational time zone 11.

Verify

Verify that the country maps to the intended regional data center: Singapore for Southeast Asia and parts of South Asia, Australia for Oceania, Japan for Japan, or India for India 3.

Rollback

The country selection cannot be altered after clicking confirm 18.

Step 5 Review telephony services and finalize setup

Do

Review the Webex Contact Center Telephony section on the Contact Center page detailing Common Edge services 10. Review the configuration on the Review page, click Submit, and download the summary PDF 41.

Verify

Verify that the Services Setup wizard no longer appears upon signing in to Control Hub 42.

Rollback

Telephony options are grayed out after tenant provisioning and activation and cannot be altered without Cisco intervention 55.

Step 6 Verify service details and configure voice time zone

Do

Navigate to Services > Contact Center > Tenant settings > General > Service Details 55. Confirm that Voice Media Platform reflects Real Time Media Service and Telephony reflects Webex Calling 67. Set the tenant time zone in Service Details 57.

Verify

Verify that the telephony settings appear grayed out 55. Verify that the time zone is set, noting that this time zone applies only to voice channels and does not affect digital channels 57.

Rollback

Adjust the tenant time zone setting under Tenant settings > General > Service Details if incorrect 57. Misconfigured telephony selections cannot be fixed in Control Hub and must be escalated to Cisco 68.

Step 7 Create the dedicated PSTN location

Webex Contact Center PSTN from Cisco

Do

In Control Hub, create a dedicated Webex Calling location under Management > Location 69​38. Enter the location name, address, time zone, and language fields 70. Assign Webex Contact Center PSTN as the location's connectivity method, ensuring the deployment is within the contiguous United States or Canada 63​38. Do not add any agent phones, softphones, or endpoint devices to this location 37.

Verify

Verify that the PSTN location exists and contains zero endpoint devices to prevent unintended overage charges 37​71. Suggested check: Confirm test calls complete inbound and outbound 72.

Rollback

Suggested rollback: Remove or deprovision the PSTN location from Control Hub if configured incorrectly.

Cloud Connected PSTN through a Certified Calling Provider

Do

Create a dedicated Webex Calling location under Management > Location 69​38. Populate location details including address and time zone 70. On the location's Calling tab, choose Cloud Connected PSTN and connect a Certified Calling Provider 73​13. Maintain this location exclusively for PSTN connectivity without endpoint devices 37.

Verify

Verify that provisioned numbers appear on the location in +E.164 format and that no endpoint devices are assigned to the location 74​37. Suggested check: Execute inbound and outbound test calls over the CCP trunk 72.

Rollback

Suggested rollback: Disassociate the Certified Calling Provider and delete the dedicated location in Control Hub.

Webex Calling Local Gateway to an existing carrier

Do

Navigate to Management > Location to create a dedicated Webex Calling location 69​38. Fill in the required location attributes 70. Under the Calling tab, select Premises-based PSTN and connect the Local Gateway trunk 73​26. Ensure no agent endpoints are added to this location 37.

Verify

Verify that the gateway trunk displays an active status and that the location contains no endpoint devices 37. Suggested check: Place test calls through the Local Gateway to confirm call signaling and audio path 72.

Rollback

Suggested rollback: Remove the gateway association and delete the dedicated location in Control Hub.

Step 8 License users and synchronize

Up to 25 users manually in Control Hub

Do

In Control Hub, go to Users > Manage Users > Manually Add or Modify Users 28. Add up to 25 users at a time, selecting Standard Agent, Premium Agent, or Premium Agent with Supervisor role 1​27. After assigning licenses, navigate to Services > Contact Center > Tenant settings > General and click Synchronize Users 50.

Verify

Verify that the synchronized users appear under Contact Center user management 50.

Rollback

Suggested rollback: Open the user record in Control Hub under Users and remove the Contact Center license.

Bulk CSV of up to 1000 users

Do

Navigate to Users > Manage Users in Control Hub and upload a CSV file containing up to 1000 users 1. Assign Standard Agent, Premium Agent, or Premium Agent with Supervisor role licenses within the file 27. Go to Services > Contact Center > Tenant settings > General and execute Synchronize Users 50.

Verify

Verify in Contact Center user management that all users imported from the CSV file are visible and licensed 50.

Rollback

Suggested rollback: Upload a modified CSV file or manually adjust user records to remove Contact Center entitlements.

Automatic license assignment templates

Do

In Control Hub, configure an automatic license assignment template to grant Standard Agent or Premium Agent licenses to target users 1​27. Once users are populated, go to Services > Contact Center > Tenant settings > General and click Synchronize Users 50.

Verify

Verify that licensed users are displayed in Contact Center user management 50.

Rollback

Suggested rollback: Modify or deactivate the automatic license assignment template in Control Hub and remove assigned licenses.

Step 9 Assign user profiles

Do

Navigate to Contact Center > User Management > Access > User Profiles 4. Assign each licensed user one of the 5 built-in profiles: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent, or Standard Agent 4. Note that users assigned the Standard Agent profile cannot access social channels 47.

Verify

Verify that an account assigned the Supervisor profile cannot access Tenant Settings 49.

Rollback

Suggested rollback: Reassign the user to an alternate built-in or custom user profile under User Profiles.

Step 10 Create sites and teams

Do

Create physical contact center sites in Control Hub under Services > Contact Center > User Management > Sites > Create new site 45. Note that the system automatically generates a team and a multimedia profile for each newly created site 44. Under User Management > Teams, create custom teams by selecting the parent site and choosing either an Agent Based or Capacity Based team type 53​54. Select the team type carefully, as a capacity-based team cannot be converted to agent-based after creation 54.

Verify

Verify that each site displays its automatically generated team and multimedia profile 44. Verify that created teams reflect the selected parent site and team type 53​54.

Rollback

Deactivate a team before deleting it 51. Deactivate a site before deleting it 46. Changing a team's parent site or type requires creating a new team 53​54.

Step 11 Configure a desktop profile

Do

Navigate to Services > Contact Center > Desktop experience > Desktop profiles and create a profile 22. Set the parent type to Tenant or Site 21. Configure voice options by selecting Agent DN, Extension, or Desktop using WebRTC 22. Configure wrap-up codes, idle codes, and collaboration targets 22.

Verify

Verify that the saved desktop profile lists the specified voice options and parent type 22​21.

Rollback

Deactivate the desktop profile before deleting it 21. If the parent type must be changed, create a new desktop profile 21.

Step 12 Define business hours

Do

Go to Services > Contact Center > Customer Experience > Business Hours and create a business hours schedule 5. Provide a name, time zone, and defined shifts, ensuring shifts on the same day do not overlap 5​43. Optionally attach holiday lists or overrides 5.

Verify

Verify that the business hours record saves without overlap validation errors 43. Note that business hours take effect at run time only when referenced by routing logic in Flow Designer 6.

Rollback

Suggested rollback: Edit or delete the business hours entry under Customer Experience > Business Hours.

Step 13 Create an inbound telephony channel

Do

Navigate to Services > Contact Center > Customer Experience > Channels and create a new channel with the type Inbound Telephony 16​75. Configure the channel time zone, service level threshold, routing flow, and map an entry point 75​76.

Verify

Suggested check: Place a call to the mapped number and confirm it routes to the configured flow.

Rollback

The channel type cannot be changed after creation, requiring channel deletion and recreation if a different channel type is needed 16.

Step 14 Confirm tenant voice settings and operational limits

Do

Navigate to Tenant Settings > Voice 39. Confirm that "Record all calls" and "WebRTC" are set as intended, noting both are enabled by default on new tenants 39. Review the Concurrent Voice Contact Entitlements, which are view-only and derived from agent licenses and IVR port add-ons 17.

Verify

Verify that tenant configuration conforms to system operational limits:

  • Active sites do not exceed 300, and agent-based teams do not exceed 3,000 77.
  • Active capacity-based teams do not exceed 50 77.
  • Active inbound entry points do not exceed 6,000 78.
  • Active users do not exceed 20,000 79.

Rollback

Toggle "Record all calls" or "WebRTC" under Tenant Settings > Voice if adjustments are needed 39.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Contact Center Agent Desktop, Cisco Webex platform, Cisco Webex Calling Cloud Connected PSTN, Cisco Webex Calling, and Cisco Webex Contact Center with Webex Calling. Deployments: multi-tenant. Sources checked 2026-09-30. The Canada regional data center serves Canada as well as Saint Pierre and Miquelon 8. The United Kingdom data center covers the UK alongside Africa, the Middle East, Central Asia, and Eastern Europe 59. The Germany data center serves continental European countries 24. In Asia-Pacific, Singapore covers Southeast Asia and parts of South Asia, Australia serves Oceania, and Japan and India each serve only their own country 3. Webex Contact Center PSTN purchased directly from Cisco is restricted to customers in the contiguous United States and Canada 63. Browser support requires Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later 20. India PSTN compliance policy controls were introduced in an April 27 2026 release note 25.

What remains uncertain

The exact procedure to modify or cancel an order in Cisco Commerce Workspace prior to tenant provisioning is not covered by the sources below. Deprovisioning steps for a dedicated Webex Calling PSTN location are not covered by the sources below. The administrative effects of removing a Webex Contact Center license from an active user are not covered by the sources below. General availability status for new tenant provisioning directly in the India data center is not covered by the sources below.

See also

Configures

  • Webex contact center — End-to-end provisioning of a new Webex Contact Center tenant: order; setup wizard; country of operation and data center; telephony; users; sites; teams; profiles; business hours; first inbound channel.

Sources

  1. 1
    Contact center users can be added manually (up to 25 users at a time), by CSV (up to 1000 users) or through automatic license assignment.
    Ways to Add Users for Webex Contact Center · Ways to add users for Webex Contact Center > methods table · Checked 2026-09-30
  2. 2
    Full Administrators and Contact Center Service Administrators can administer all Webex Contact Center features in Control Hub, while Read-only Administrators can only view them.
    Webex Contact Center administrator roles and privileges · Administrator roles and privileges > roles table (Full, Contact Center Service, Read-only) · Checked 2026-09-30
  3. 3
    In Asia-Pacific the Singapore data center serves Southeast Asia and parts of South Asia, Australia serves Oceania, and the Japan and India data centers each serve only their own country.
    Data Locality in Webex Contact Center · Data Locality in Webex Contact Center > country-to-data-center table, Singapore Australia Japan India rows · Checked 2026-09-30
  4. 4
    Webex Contact Center has five built-in user profiles: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent, managed under Contact Center > User Management > Access > User Profiles.
    Manage access in Webex Contact Center · Manage access > built-in user profiles table · Checked 2026-09-30
  5. 5
    Business hours are created under Services > Contact Center > Customer Experience > Business Hours with a name, time zone, one or more shifts, and optional holiday list and overrides.
    Webex Contact Center business hours · Business hours > Create working hours · Checked 2026-09-30
  6. 6
    Business hours, holiday lists and overrides take effect at run time through Flow Designer routing logic.
    Webex Contact Center business hours · Business hours > introduction (use in flows) · Checked 2026-09-30
  7. 7
    On the Calling page of the Services Setup wizard the administrator can modify the SIP address name and configure Webex Calling services for the organization.
    Get started with Webex Contact Center · Get started > Services setup wizard procedure, step 3 (Calling) · Checked 2026-09-30
  8. 8
    The Canada data center serves Canada and Saint Pierre and Miquelon.
    Data Locality in Webex Contact Center · Data Locality in Webex Contact Center > country-to-data-center table, Canada rows · Checked 2026-09-30
  9. 9
    A Contact Center Service Administrator cannot access the Services Set-Up Wizard.
    Webex Contact Center administrator roles and privileges · Administrator roles and privileges > Contact Center Service Administrator row · Checked 2026-09-30
  10. 10
    The Contact Center page of the Services Setup wizard shows a Webex Contact Center Telephony section describing Common Edge services, a shared edge infrastructure between Webex Calling and Webex Contact Center.
    Get started with Webex Contact Center · Get started > Services setup wizard procedure, step 4 (Webex Contact Center Telephony section) · Checked 2026-09-30
  11. 11
    On the Contact Center page of the Services Setup wizard the administrator selects the country of operation and a time zone, with a default time zone offered for the region.
    Get started with Webex Contact Center · Get started > Services setup wizard procedure, step 4 (Contact Center) · Checked 2026-09-30
  12. 12
    Webex Contact Center data residency follows the Country of Operation chosen on the Contact Center tab of the setup wizard, a separate selection from the organization-level Country Selector, so the two regions need not be the same.inferred
    Data residency in Webex · Data residency in Webex > Webex Contact Center residency · Checked 2026-09-30
  13. 13
    Webex Cloud Connected PSTN provides connectivity in over 65 countries through Certified Calling Providers.
    Set up voice channels for Webex Contact Center · Set up voice channels > Webex Calling Cloud Connected PSTN (Cloud Connect, CCP, or CCCP) · Checked 2026-09-30
  14. 14
    When ordering Webex Contact Center in Cisco Commerce Workspace the partner adds a Requested Start Date and a Provisioning Contact Email to the order.
    Create a Webex Contact Center order · Create a Webex Contact Center order > procedure for Cisco Commerce Workspace order fields · Checked 2026-09-30
  15. 15
    An inbound telephony channel maps support numbers in E.164 format and has a routing flow, time zone and service level threshold; the Set up a channel article states extension numbers are not supported.
    Set up a channel · Set up a channel > Create a channel, Support Number field · Checked 2026-09-30
  16. 16
    Channels are created under Services > Contact Center > Customer Experience > Channels, and a channel's type (for example Inbound Telephony) cannot be edited after creation.
    Set up a channel · Set up a channel > Create a channel, Channel Type · Checked 2026-09-30
  17. 17
    Concurrent Voice Contact Entitlements are view-only in tenant voice settings, derived from agent licenses and IVR port add-ons.
    Set up voice settings for Webex Contact Center · Set up voice settings > Concurrent Voice Contact Settings · Checked 2026-09-30
  18. 18
    The Webex Contact Center country of operation cannot be changed after the administrator clicks confirm in the setup wizard.
    Get started with Webex Contact Center · Get started > Services setup wizard, Contact Center step note · Checked 2026-09-30
  19. 19
    The tenant's regional data center hosts tenant configuration, call data records, call recordings, reporting data and digital channels data.
    Data Locality in Webex Contact Center · Data Locality in Webex Contact Center > data stored in the regional data center · Checked 2026-09-30
  20. 20
    Agent Desktop supports Chrome 144 or later, Microsoft Edge 144 or later, and Firefox 140 or later.
    Webex Contact Center system requirements · System requirements > Supported browsers · Checked 2026-09-30
  21. 21
    A desktop profile's parent type (Tenant or Site) cannot be changed after creation, and a profile must be inactive before it can be deleted.
    Manage desktop profiles · Manage desktop profiles > Create a desktop profile (Parent Type) and Delete a desktop profile · Checked 2026-09-30
  22. 22
    Desktop profiles, under Services > Contact Center > Desktop experience > Desktop profiles, control agent sign-in voice options (Agent DN, Extension, or Desktop using WebRTC), wrap-up and idle codes, and collaboration targets.
    Manage desktop profiles · Manage desktop profiles > Create a desktop profile (General, Voice Options, Collaboration) · Checked 2026-09-30
  23. 23
    Webex Contact Center lists eight regional data centers: United States, Canada, United Kingdom, Germany, Singapore, Australia, Japan and India.
    Data Locality in Webex Contact Center · Data Locality in Webex Contact Center > country-to-data-center table · Checked 2026-09-30
  24. 24
    The Germany data center serves continental European countries.
    Data Locality in Webex Contact Center · Data Locality in Webex Contact Center > country-to-data-center table, Germany rows · Checked 2026-09-30
  25. 25
    An April 27 2026 release note introduced India PSTN compliance policy controls in preparation for general availability of Webex Contact Center operations in the India region.
    What's new for administrators in Webex Contact Center · What's new for administrators > April 27, 2026 > India PSTN Compliance and Policy Controls · Checked 2026-09-30
  26. 26
    The Webex Calling Local Gateway lets a customer keep its existing on-premises PSTN carrier, with access in over 140 markets.
    Set up voice channels for Webex Contact Center · Set up voice channels > Webex Calling Local Gateway (LGWY) · Checked 2026-09-30
  27. 27
    The Contact Center license choices when adding a user are Standard Agent, Premium Agent, and Premium Agent with the Supervisor role.
    Ways to Add Users for Webex Contact Center · Ways to add users for Webex Contact Center > add users manually, license selection · Checked 2026-09-30
  28. 28
    Manual license assignment is done in Control Hub under Users > Manage Users > Manually Add or Modify Users.
    Ways to Add Users for Webex Contact Center · Ways to add users for Webex Contact Center > add users manually · Checked 2026-09-30
  29. 29
    The Order Set-Up wizard asks whether the order maps to a new or an existing Webex organization.
    Create a Webex Contact Center order · Create a Webex Contact Center order > organization selection step (New or Existing organization) · Checked 2026-09-30
  30. 30
    The settings a new tenant cannot freely reverse are the country of operation (and therefore data center), the telephony option once provisioned, and at object level a team's parent site and type, a channel's type and a desktop profile's parent type.inferred
    Get started with Webex Contact Center · Synthesis of Get started (country of operation note) with voice-channel, teams, channel and desktop-profile articles · Checked 2026-09-30
  31. 31
    The Order Set-Up wizard requires choosing the country in which Webex Contact Center sales are authorized.
    Create a Webex Contact Center order · Create a Webex Contact Center order > country selection step · Checked 2026-09-30
  32. 32
    If the Order Set-Up wizard is exited before setup completes the provisioning information entered is not saved.
    Create a Webex Contact Center order · Create a Webex Contact Center order > note in Order Set-Up wizard procedure · Checked 2026-09-30
  33. 33
    An organization's Webex data residency region is set at organization provisioning from a Country Selector drop-down in Control Hub.
    Data residency in Webex · Data residency in Webex > How we determine the data residency region · Checked 2026-09-30
  34. 34
    Webex does not currently support migrating an organization between GEO locations; an organization created in a GEO stays there.
    Data residency in Webex · Data residency in Webex > What is the recommendation when selecting a country for the GEO location? · Checked 2026-09-30
  35. 35
    The Get Started article lists as a prerequisite that an order exists for Webex Connect or the Google CCAI hybrid service, alongside the organization being created and the order mapped.
    Get started with Webex Contact Center · Get started > Before you begin · Checked 2026-09-30
  36. 36
    Cisco recommends using the partner's Control Hub partner or sales administrator account as the Provisioning Contact Email on the order.
    Create a Webex Contact Center order · Create a Webex Contact Center order > Provisioning Contact Email field guidance · Checked 2026-09-30
  37. 37
    Cisco does not support endpoint devices in the same Webex Calling location as Webex Contact Center PSTN, so contact center PSTN gets its own location.
    Set up voice channels for Webex Contact Center · Set up voice channels > Configuration of Webex Contact Center PSTN Locations · Checked 2026-09-30
  38. 38
    The voice-channel article gives a manual procedure to create the Webex Contact Center PSTN location in Control Hub, followed by provider-specific procedures to activate PSTN on that location.
    Set up voice channels for Webex Contact Center · Set up voice channels > Configuration of Webex Contact Center PSTN Locations, steps 1 to 5; Configuration of Webex Contact Center PSTN · Checked 2026-09-30
  39. 39
    Under Tenant Settings > Voice, Record all calls is enabled by default for new tenants and WebRTC is enabled by default.
    Set up voice settings for Webex Contact Center · Set up voice settings > Record all calls; WebRTC · Checked 2026-09-30
  40. 40
    On the requested start date the provisioning contact receives an email whose Set Up Now link opens the Order Set-Up wizard used to create and configure the tenant.
    Create a Webex Contact Center order · Create a Webex Contact Center order > setup process after order submission · Checked 2026-09-30
  41. 41
    The Services Setup wizard runs through a Summary page (Set up now), a Calling page, a Contact Center page, a Review page with Submit, and a downloadable order summary PDF.
    Get started with Webex Contact Center · Get started > Services setup wizard procedure, steps 2 to 6 · Checked 2026-09-30
  42. 42
    The Services Setup wizard appears each time a partner or customer administrator opens Control Hub until setup completes successfully.
    Get started with Webex Contact Center · Get started > Services setup wizard procedure, step 1 · Checked 2026-09-30
  43. 43
    A business hours entry may hold multiple shifts per day provided their times do not overlap.
    Webex Contact Center business hours · Business hours > Create working hours, Define Working Hours · Checked 2026-09-30
  44. 44
    When a site is created the system automatically adds a team and a multimedia profile to it.
    Manage sites in Webex Contact Center · Manage sites > Create a site procedure, note · Checked 2026-09-30
  45. 45
    A site is a physical contact center location under the enterprise's control, created in Control Hub under Services > Contact Center > User Management > Sites > Create new site.
    Manage sites in Webex Contact Center · Manage sites > introduction and Create a site procedure · Checked 2026-09-30
  46. 46
    A site can only be deleted while it is deactivated.
    Manage sites in Webex Contact Center · Manage sites > Delete a site · Checked 2026-09-30
  47. 47
    Standard Agent users are restricted from social channels, which are reserved for Premium agents.
    Manage access in Webex Contact Center · Manage access > built-in user profiles table, Standard Agent row · Checked 2026-09-30
  48. 48
    A Full Administrator who holds only a Webex Contact Center Standard license cannot use the administrative features in the Management Portal.
    Webex Contact Center administrator roles and privileges · Administrator roles and privileges > note below roles table · Checked 2026-09-30
  49. 49
    The built-in Supervisor profile has less access than Licensed Administrator and no access to Tenant Settings.
    Manage access in Webex Contact Center · Manage access > built-in user profiles table, Supervisor row · Checked 2026-09-30
  50. 50
    Synchronize Users under Services > Contact Center > Tenant settings > General must be run so that Contact Center privileges can be assigned to users who hold Contact Center licenses.
    Set up a tenant in Webex Contact Center · Set up a tenant > Synchronize users · Checked 2026-09-30
  51. 51
    A team can only be deleted while it is inactive.
    Manage teams in Webex Contact Center · Manage teams > Delete a team · Checked 2026-09-30
  52. 52
    A multimedia profile assigned to a team overrides the multimedia profile assigned to its site.
    Manage teams in Webex Contact Center · Manage teams > Create a team, Agent Settings (Multimedia profile) · Checked 2026-09-30
  53. 53
    A team's Parent Site is chosen at creation under User Management > Teams and cannot be edited later.
    Manage teams in Webex Contact Center · Manage teams > Create a team, General Settings (Parent Site) · Checked 2026-09-30
  54. 54
    A team is either Agent Based or Capacity Based, and a capacity-based team cannot be converted to agent-based after creation.
    Manage teams in Webex Contact Center · Manage teams > Create a team, Agent Settings (Team Type) · Checked 2026-09-30
  55. 55
    The telephony options shown in Webex Contact Center service details are grayed out after tenant provisioning and activation and cannot be changed without Cisco intervention.
    Set up voice channels for Webex Contact Center · Set up voice channels > Verification of Webex Contact Center Service Details · Checked 2026-09-30
  56. 56
    Webex Contact Center creates the tenant in the data center closest to the Country of Operation picked in the setup wizard, using Cisco's country-to-data-center mapping.
    Data Locality in Webex Contact Center · Data Locality in Webex Contact Center > introduction and Country of Operation mapping · Checked 2026-09-30
  57. 57
    The tenant time zone under Tenant settings > General > Service Details affects voice channels only and does not apply to digital channels.
    Set up a tenant in Webex Contact Center · Set up a tenant > Update timezone · Checked 2026-09-30
  58. 58
    To convert a Webex Contact Center trial to a paid order the partner provides the same customer administrator email that was used when the trial was created.
    Create a Webex Contact Center order · Create a Webex Contact Center order > trial-to-paid conversion note · Checked 2026-09-30
  59. 59
    The United Kingdom data center serves the UK plus countries in Africa, the Middle East, Central Asia and Eastern Europe.
    Data Locality in Webex Contact Center · Data Locality in Webex Contact Center > country-to-data-center table, United Kingdom rows · Checked 2026-09-30
  60. 60
    The United States data center serves North and South American countries other than those mapped to Canada.
    Data Locality in Webex Contact Center · Data Locality in Webex Contact Center > country-to-data-center table, United States rows · Checked 2026-09-30
  61. 61
    After provisioning the customer administrator receives a Welcome email at the address given in the Start Trial or Order Set-Up wizard and signs in through its Get Started link.
    Get started with Webex Contact Center · Get started > after the setup wizard (Welcome email) · Checked 2026-09-30
  62. 62
    All new Webex Contact Center subscriptions include Webex Calling PSTN services, which are automatically added to every order.
    Set up voice channels for Webex Contact Center · Set up voice channels > Connect to Webex Contact Center with Webex Cloud Common Edge services · Checked 2026-09-30
  63. 63
    Webex Contact Center PSTN, purchased from Cisco, is available only to customers in the contiguous United States and Canada.
    Set up voice channels for Webex Contact Center · Set up voice channels > Webex Contact Center PSTN · Checked 2026-09-30
  64. 64
    Webex Contact Center is deployed in Amazon Web Services (AWS).
    Webex Contact Center Architecture · Deployment and Connectivity section · Checked 2026-09-30
  65. 65
    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
  66. 66
    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
  67. 67
    In Control Hub under Contact Center > Settings > Service Details, a Webex Contact Center tenant configured to use the shared Webex edge should show Voice Media Platform set to Real Time Media Service and Telephony set to Webex Calling, and the voice channels article instructs administrators to verify both before configuring anything else.
    Set up voice channels for Webex Contact Center · Verification of Webex Contact Center Service Details · Checked 2026-09-16
  68. 68
    A tenant whose service details are wrong should be raised with the Cisco account team, customer success manager or partner, because the administrator cannot self-correct the telephony selection.
    Set up voice channels for Webex Contact Center · Verification of Webex Contact Center Service Details · Checked 2026-09-16
  69. 69
    Additional Webex Calling locations are created in Control Hub under Management, Location, after the First Time Setup Wizard has created the initial location.
    Configure Webex Calling for your organization · location setup procedure, navigation step · Checked 2026-09-24
  70. 70
    Creating a Webex Calling location requires a unique location name, a country or region, a full address, announcement and email languages, and a time zone.
    Configure Webex Calling for your organization · location setup procedure, add location fields · Checked 2026-09-24
  71. 71
    Cisco does not support endpoint devices sitting in the same Webex Calling location as the Webex Contact Center PSTN location, and doing so might result in unexpected customer overage charges on the Webex Contact Center subscription.
    Set up voice channels for Webex Contact Center · Configuration of Webex Contact Center PSTN Locations · Checked 2026-09-16
  72. 72
    Administrators should successfully make inbound and outbound calls using the chosen Webex Calling PSTN connectivity option before finishing the remaining contact centre configuration tasks.
    Set up voice channels for Webex Contact Center · Webex Calling Provisioning and Configuration for Webex Contact Center · Checked 2026-09-16
  73. 73
    A Webex Calling location's PSTN connection is set on the location's Calling tab by choosing Cisco PSTN, Cloud Connected PSTN, or Premises-based PSTN through a Local Gateway.
    Configure Webex Calling for your organization · section on PSTN connection for a location · Checked 2026-09-24
  74. 74
    Webex Calling Cloud Connected PSTN provides connectivity in over 65 countries through Certified Calling Providers, and numbers provisioned through it are stored in plus-E.164 format.
    Set up voice channels for Webex Contact Center · Connect to Webex Calling Services - PSTN Services - Webex Calling Cloud Connected PSTN · Checked 2026-09-16
  75. 75
    An inbound voice entry point is created with channel type Inbound Telephony and a routing flow selected from a drop-down, and its timezone defaults to the tenant timezone.
    Set up a channel · procedure Create a channel, Channel Type, Timezone and Routing Flow fields · Checked 2026-09-24
  76. 76
    Inbound telephony entry points are created in Control Hub under Services, Contact Center, Customer Experience, Channels.
    Set up a channel · procedure Create a channel, navigation step · Checked 2026-09-24
  77. 77
    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
  78. 78
    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
  79. 79
    The system limit is 20,000 active users per Webex Contact Center organization.
    System limits in Webex Contact Center · limits table, Users row 'Active users' · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Configure Webex Calling for your organization

Cisco Systems, Inc. (Webex Help Center) · 2026-08-05 · accessed 2026-09-15

tier 2 current vendor documentation

Create a Webex Contact Center order

Cisco Systems · accessed 2026-09-22

tier 2 current vendor documentation

Data Locality in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-05-27 · accessed 2026-09-05

tier 2 current vendor documentation

Data residency in Webex

Cisco Systems, Inc. (Webex Help Center) · 2026-09-08 · accessed 2026-09-16

tier 2 current vendor documentation

Get started with Webex Contact Center

Cisco · 2025-02-28 · accessed 2026-09-30

tier 2 current vendor documentation

Get started with Webex Contact Center

Cisco Systems (Webex Help Center) · 2025-02-28 · accessed 2026-09-30

tier 2 current vendor documentation

Manage access in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-20 · accessed 2026-09-16

tier 2 current vendor documentation

Manage desktop profiles

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-16

tier 2 current vendor documentation

Manage sites in Webex Contact Center

Cisco Systems · 2025-09-01 · accessed 2026-09-22

tier 2 current vendor documentation

Manage teams in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2025-08-20 · accessed 2026-09-04

tier 2 current vendor documentation

Set up a channel

Cisco Systems, Inc. (Webex Help Center) · 2025-07-31 · accessed 2026-09-16

tier 2 current vendor documentation

Set up a tenant in Webex Contact Center

Cisco · 2024-09-08 · accessed 2026-09-30

tier 2 current vendor documentation

Set up voice channels for Webex Contact Center

Cisco · 2026-06-25 · accessed 2026-09-24

tier 2 current vendor documentation

Set up voice channels for Webex Contact Center

Cisco Systems, Inc. · 2026-06-25 · accessed 2026-09-16

tier 2 current vendor documentation

Set up voice settings for Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-10 · accessed 2026-09-04

tier 2 current vendor documentation

System limits in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-18 · accessed 2026-09-05

tier 2 current vendor documentation

System requirements for Webex Contact Center Desktop

Cisco Systems, Inc. (help.webex.com) · 2026-09-01 · accessed 2026-09-16

tier 2 current vendor documentation

Ways to Add Users for Webex Contact Center

Cisco Systems (Webex Help Center) · 2024-09-08 · accessed 2026-09-30

tier 2 current vendor documentation

Webex Contact Center administrator roles and privileges

Cisco · 2025-06-23 · accessed 2026-09-30

tier 2 current vendor documentation

Webex Contact Center Architecture

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 2 current vendor documentation

Webex Contact Center business hours

Cisco · 2026-05-20 · accessed 2026-09-30

tier 2 current vendor documentation

Webex Contact Center system requirements

Cisco · 2026-09-01 · accessed 2026-09-30

tier 2 current vendor documentation

What's new for administrators in Webex Contact Center

Cisco Systems (Webex Help Center) · 2026-09-21 · accessed 2026-09-23

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up a new Webex Contact Center tenant. WarmTransfer. https://warmtransfer.net/guides/wxcc-tenant-setup

BibTeX

@misc{warmtransfer-wxcc-tenant-setup,
  title  = {Setting up a new Webex Contact Center tenant},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-tenant-setup},
  note   = {Verified 2026-09-30}
}