# Setting up a new Webex Contact Center tenant

Systems: Webex Contact Center

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

Canonical: https://warmtransfer.net/guides/wxcc-tenant-setup

Last verified: 2026-09-30

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

- Which Webex organization will this order land in? A brand-new customer organization; An existing Webex organization; An organization running a trial converting to paid.
- Where do the contact center's operations and data need to be hosted? United States and Americas outside Canada; Canada; United Kingdom, Africa, Middle East, Central Asia, or Eastern Europe; Continental Europe; Asia-Pacific.
- How will PSTN reach the contact center? Webex Contact Center PSTN from Cisco; Cloud Connected PSTN through a Certified Calling Provider; Webex Calling Local Gateway to an existing carrier.
- How will you license the first contact center users? Up to 25 users manually in Control Hub; Bulk CSV of up to 1000 users; Automatic license assignment templates.

## 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.

## Sources

[^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. Source: [Ways to Add Users for Webex Contact Center](https://help.webex.com/en-us/article/52ulis/Ways-to-Add-Users-for-Webex-Contact-Center), Ways to add users for Webex Contact Center > methods table. Checked 2026-09-30.
[^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. Source: [Webex Contact Center administrator roles and privileges](https://help.webex.com/en-us/article/n5jdj19/Webex-Contact-Center-Administrator-Roles-and-Privileges), Administrator roles and privileges > roles table (Full, Contact Center Service, Read-only). Checked 2026-09-30.
[^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. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/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]: 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. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access > built-in user profiles table. Checked 2026-09-30.
[^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. Source: [Webex Contact Center business hours](https://help.webex.com/en-us/article/dqekw4/Webex-Contact-Center-business-hours), Business hours > Create working hours. Checked 2026-09-30.
[^6]: Business hours, holiday lists and overrides take effect at run time through Flow Designer routing logic. Source: [Webex Contact Center business hours](https://help.webex.com/en-us/article/dqekw4/Webex-Contact-Center-business-hours), Business hours > introduction (use in flows). Checked 2026-09-30.
[^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. Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Get started > Services setup wizard procedure, step 3 (Calling). Checked 2026-09-30.
[^8]: The Canada data center serves Canada and Saint Pierre and Miquelon. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/Data-Locality-in-Webex-Contact-Center), Data Locality in Webex Contact Center > country-to-data-center table, Canada rows. Checked 2026-09-30.
[^9]: A Contact Center Service Administrator cannot access the Services Set-Up Wizard. Source: [Webex Contact Center administrator roles and privileges](https://help.webex.com/en-us/article/n5jdj19/Webex-Contact-Center-Administrator-Roles-and-Privileges), Administrator roles and privileges > Contact Center Service Administrator row. Checked 2026-09-30.
[^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. Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Get started > Services setup wizard procedure, step 4 (Webex Contact Center Telephony section). Checked 2026-09-30.
[^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. Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Get started > Services setup wizard procedure, step 4 (Contact Center). Checked 2026-09-30.
[^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). Source: [Data residency in Webex](https://help.webex.com/en-US/article/oybc4fb/Data-Residency-in-Webex), Data residency in Webex > Webex Contact Center residency. Checked 2026-09-30.
[^13]: Webex Cloud Connected PSTN provides connectivity in over 65 countries through Certified Calling Providers. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/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]: When ordering Webex Contact Center in Cisco Commerce Workspace the partner adds a Requested Start Date and a Provisioning Contact Email to the order. Source: [Create a Webex Contact Center order](https://help.webex.com/en-us/article/30mv2o/Create-a-Webex-Contact-Center-order), Create a Webex Contact Center order > procedure for Cisco Commerce Workspace order fields. Checked 2026-09-30.
[^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. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel > Create a channel, Support Number field. Checked 2026-09-30.
[^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. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel > Create a channel, Channel Type. Checked 2026-09-30.
[^17]: Concurrent Voice Contact Entitlements are view-only in tenant voice settings, derived from agent licenses and IVR port add-ons. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), Set up voice settings > Concurrent Voice Contact Settings. Checked 2026-09-30.
[^18]: The Webex Contact Center country of operation cannot be changed after the administrator clicks confirm in the setup wizard. Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Get started > Services setup wizard, Contact Center step note. Checked 2026-09-30.
[^19]: The tenant's regional data center hosts tenant configuration, call data records, call recordings, reporting data and digital channels data. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/Data-Locality-in-Webex-Contact-Center), Data Locality in Webex Contact Center > data stored in the regional data center. Checked 2026-09-30.
[^20]: Agent Desktop supports Chrome 144 or later, Microsoft Edge 144 or later, and Firefox 140 or later. Source: [Webex Contact Center system requirements](https://help.webex.com/en-us/article/besrkt/Webex-Contact-Center-system-requirements), System requirements > Supported browsers. Checked 2026-09-30.
[^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. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Manage desktop profiles > Create a desktop profile (Parent Type) and Delete a desktop profile. Checked 2026-09-30.
[^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. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Manage desktop profiles > Create a desktop profile (General, Voice Options, Collaboration). Checked 2026-09-30.
[^23]: Webex Contact Center lists eight regional data centers: United States, Canada, United Kingdom, Germany, Singapore, Australia, Japan and India. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/Data-Locality-in-Webex-Contact-Center), Data Locality in Webex Contact Center > country-to-data-center table. Checked 2026-09-30.
[^24]: The Germany data center serves continental European countries. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/Data-Locality-in-Webex-Contact-Center), Data Locality in Webex Contact Center > country-to-data-center table, Germany rows. Checked 2026-09-30.
[^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. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/article/nv7abhz/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]: The Webex Calling Local Gateway lets a customer keep its existing on-premises PSTN carrier, with access in over 140 markets. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channels-for-Webex-Contact-Center), Set up voice channels > Webex Calling Local Gateway (LGWY). Checked 2026-09-30.
[^27]: The Contact Center license choices when adding a user are Standard Agent, Premium Agent, and Premium Agent with the Supervisor role. Source: [Ways to Add Users for Webex Contact Center](https://help.webex.com/en-us/article/52ulis/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]: Manual license assignment is done in Control Hub under Users > Manage Users > Manually Add or Modify Users. Source: [Ways to Add Users for Webex Contact Center](https://help.webex.com/en-us/article/52ulis/Ways-to-Add-Users-for-Webex-Contact-Center), Ways to add users for Webex Contact Center > add users manually. Checked 2026-09-30.
[^29]: The Order Set-Up wizard asks whether the order maps to a new or an existing Webex organization. Source: [Create a Webex Contact Center order](https://help.webex.com/en-us/article/30mv2o/Create-a-Webex-Contact-Center-order), Create a Webex Contact Center order > organization selection step (New or Existing organization). Checked 2026-09-30.
[^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). Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Synthesis of Get started (country of operation note) with voice-channel, teams, channel and desktop-profile articles. Checked 2026-09-30.
[^31]: The Order Set-Up wizard requires choosing the country in which Webex Contact Center sales are authorized. Source: [Create a Webex Contact Center order](https://help.webex.com/en-us/article/30mv2o/Create-a-Webex-Contact-Center-order), Create a Webex Contact Center order > country selection step. Checked 2026-09-30.
[^32]: If the Order Set-Up wizard is exited before setup completes the provisioning information entered is not saved. Source: [Create a Webex Contact Center order](https://help.webex.com/en-us/article/30mv2o/Create-a-Webex-Contact-Center-order), Create a Webex Contact Center order > note in Order Set-Up wizard procedure. Checked 2026-09-30.
[^33]: An organization's Webex data residency region is set at organization provisioning from a Country Selector drop-down in Control Hub. Source: [Data residency in Webex](https://help.webex.com/en-US/article/oybc4fb/Data-Residency-in-Webex), Data residency in Webex > How we determine the data residency region. Checked 2026-09-30.
[^34]: Webex does not currently support migrating an organization between GEO locations; an organization created in a GEO stays there. Source: [Data residency in Webex](https://help.webex.com/en-US/article/oybc4fb/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]: 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. Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Get started > Before you begin. Checked 2026-09-30.
[^36]: Cisco recommends using the partner's Control Hub partner or sales administrator account as the Provisioning Contact Email on the order. Source: [Create a Webex Contact Center order](https://help.webex.com/en-us/article/30mv2o/Create-a-Webex-Contact-Center-order), Create a Webex Contact Center order > Provisioning Contact Email field guidance. Checked 2026-09-30.
[^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. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channels-for-Webex-Contact-Center), Set up voice channels > Configuration of Webex Contact Center PSTN Locations. Checked 2026-09-30.
[^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. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/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]: Under Tenant Settings > Voice, Record all calls is enabled by default for new tenants and WebRTC is enabled by default. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), Set up voice settings > Record all calls; WebRTC. Checked 2026-09-30.
[^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. Source: [Create a Webex Contact Center order](https://help.webex.com/en-us/article/30mv2o/Create-a-Webex-Contact-Center-order), Create a Webex Contact Center order > setup process after order submission. Checked 2026-09-30.
[^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. Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Get started > Services setup wizard procedure, steps 2 to 6. Checked 2026-09-30.
[^42]: The Services Setup wizard appears each time a partner or customer administrator opens Control Hub until setup completes successfully. Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Get started > Services setup wizard procedure, step 1. Checked 2026-09-30.
[^43]: A business hours entry may hold multiple shifts per day provided their times do not overlap. Source: [Webex Contact Center business hours](https://help.webex.com/en-us/article/dqekw4/Webex-Contact-Center-business-hours), Business hours > Create working hours, Define Working Hours. Checked 2026-09-30.
[^44]: 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), Manage sites > Create a site procedure, note. Checked 2026-09-30.
[^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. Source: [Manage sites in Webex Contact Center](https://help.webex.com/en-us/article/nqipixt/Manage-sites-in-Webex-Contact-Center), Manage sites > introduction and Create a site procedure. Checked 2026-09-30.
[^46]: A site can only be deleted while it is deactivated. Source: [Manage sites in Webex Contact Center](https://help.webex.com/en-us/article/nqipixt/Manage-sites-in-Webex-Contact-Center), Manage sites > Delete a site. Checked 2026-09-30.
[^47]: Standard Agent users are restricted from social channels, which are reserved for Premium agents. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access > built-in user profiles table, Standard Agent row. Checked 2026-09-30.
[^48]: A Full Administrator who holds only a Webex Contact Center Standard license cannot use the administrative features in the Management Portal. Source: [Webex Contact Center administrator roles and privileges](https://help.webex.com/en-us/article/n5jdj19/Webex-Contact-Center-Administrator-Roles-and-Privileges), Administrator roles and privileges > note below roles table. Checked 2026-09-30.
[^49]: The built-in Supervisor profile has less access than Licensed Administrator and no access to Tenant Settings. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access > built-in user profiles table, Supervisor row. Checked 2026-09-30.
[^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. Source: [Set up a tenant in Webex Contact Center](https://help.webex.com/en-us/article/ngc1xsy/Set-up-a-tenant-in-Webex-Contact-Center), Set up a tenant > Synchronize users. Checked 2026-09-30.
[^51]: A team can only be deleted while it is inactive. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Manage teams > Delete a team. Checked 2026-09-30.
[^52]: A multimedia profile assigned to a team overrides the multimedia profile assigned to its site. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Manage teams > Create a team, Agent Settings (Multimedia profile). Checked 2026-09-30.
[^53]: A team's Parent Site is chosen at creation under User Management > Teams and cannot be edited later. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Manage teams > Create a team, General Settings (Parent Site). Checked 2026-09-30.
[^54]: A team is either Agent Based or Capacity Based, and a capacity-based team cannot be converted to agent-based after creation. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Manage teams > Create a team, Agent Settings (Team Type). Checked 2026-09-30.
[^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. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channels-for-Webex-Contact-Center), Set up voice channels > Verification of Webex Contact Center Service Details. Checked 2026-09-30.
[^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. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/Data-Locality-in-Webex-Contact-Center), Data Locality in Webex Contact Center > introduction and Country of Operation mapping. Checked 2026-09-30.
[^57]: The tenant time zone under Tenant settings > General > Service Details affects voice channels only and does not apply to digital channels. Source: [Set up a tenant in Webex Contact Center](https://help.webex.com/en-us/article/ngc1xsy/Set-up-a-tenant-in-Webex-Contact-Center), Set up a tenant > Update timezone. Checked 2026-09-30.
[^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. Source: [Create a Webex Contact Center order](https://help.webex.com/en-us/article/30mv2o/Create-a-Webex-Contact-Center-order), Create a Webex Contact Center order > trial-to-paid conversion note. Checked 2026-09-30.
[^59]: The United Kingdom data center serves the UK plus countries in Africa, the Middle East, Central Asia and Eastern Europe. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/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]: The United States data center serves North and South American countries other than those mapped to Canada. Source: [Data Locality in Webex Contact Center](https://help.webex.com/en-us/article/n0p6xa1/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]: 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. Source: [Get started with Webex Contact Center](https://help.webex.com/en-us/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Get started > after the setup wizard (Welcome email). Checked 2026-09-30.
[^62]: All new Webex Contact Center subscriptions include Webex Calling PSTN services, which are automatically added to every order. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/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]: Webex Contact Center PSTN, purchased from Cisco, is available only to customers in the contiguous United States and Canada. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channels-for-Webex-Contact-Center), Set up voice channels > Webex Contact Center PSTN. Checked 2026-09-30.
[^64]: Webex Contact Center is deployed in Amazon Web Services (AWS). Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture), Deployment and Connectivity section. Checked 2026-09-30.
[^65]: Agent Desktop needs at least 4 GB of RAM. 8 GB or more is recommended. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), requirements table, Memory row. Checked 2026-09-30.
[^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. Source: [Get started with Webex Contact Center](https://help.webex.com/article/nee1mb6/Get-Started-with-Cisco-Webex-Contact-Center-or-Cloud-Connect), Services setup wizard section. Checked 2026-09-30.
[^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. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Verification of Webex Contact Center Service Details. Checked 2026-09-16.
[^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. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Verification of Webex Contact Center Service Details. Checked 2026-09-16.
[^69]: Additional Webex Calling locations are created in Control Hub under Management, Location, after the First Time Setup Wizard has created the initial location. Source: [Configure Webex Calling for your organization](https://help.webex.com/en-us/article/njvdjf2/Configure-Webex-Calling-for-your-organization), location setup procedure, navigation step. Checked 2026-09-24.
[^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. Source: [Configure Webex Calling for your organization](https://help.webex.com/en-us/article/njvdjf2/Configure-Webex-Calling-for-your-organization), location setup procedure, add location fields. Checked 2026-09-24.
[^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. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Configuration of Webex Contact Center PSTN Locations. Checked 2026-09-16.
[^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. 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.
[^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. Source: [Configure Webex Calling for your organization](https://help.webex.com/en-us/article/njvdjf2/Configure-Webex-Calling-for-your-organization), section on PSTN connection for a location. Checked 2026-09-24.
[^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. 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 Calling Cloud Connected PSTN. Checked 2026-09-16.
[^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. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), procedure Create a channel, Channel Type, Timezone and Routing Flow fields. Checked 2026-09-24.
[^76]: Inbound telephony entry points are created in Control Hub under Services, Contact Center, Customer Experience, Channels. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), procedure Create a channel, navigation step. Checked 2026-09-24.
[^77]: The limits are 300 active sites, 3,000 agent-based teams, 50 active capacity-based teams and 50 teams per user. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, sites and teams rows. Checked 2026-09-30.
[^78]: The limits are 6,000 active entry points and 1,000 outdial entry points. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, entry point rows. Checked 2026-09-30.
[^79]: The system limit is 20,000 active users per Webex Contact Center organization. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, Users row 'Active users'. Checked 2026-09-30.