Cisco Webex Contact Center Setup and Administration Guide - Contact Routing

Publisher

Cisco Systems, Inc.

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_0100.html

Published

2021-02-07

Updated

unknown

Accessed

2026-09-04

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• In the legacy routing-strategy model, a strategy not flagged as default overrides the default strategy and serves as an exception to the default schedule. in context
• Cisco's legacy Setup and Administration Guide says routing strategies will become obsolete and recommends flows configured with business hours and outdial entry points. in context
• The 2021 Setup and Administration Guide describes a setting that selects the .wav file played to the caller when an agent puts a call on hold. in context
• The 2021 guide states that music in queue loops back and restarts from the beginning if the call stays queued longer than the audio file. in context
• In the 2021 guide, music on hold was chosen in routing strategy settings while music in queue was managed from Flow Designer. in context
• The 2021 Webex Contact Center Setup and Administration Guide required audio resource files to be .wav with 1 channel, 8000 sample rate and 8-bit u-law encoding. in context
• Cisco's 2021 Setup and Administration Guide describes Agent-based Routing as an optional feature. in context
• On the legacy admin guide, because Webex Contact Center disconnects from a call once it transfers to a capacity-based team's Dial Number, it cannot track the contact afterward, detect RONA or call failures, record the call, or report Connect Time / Handled Time for that call (these show as 0 in reports). in context

Cite this source record

APA

WarmTransfer. (2021, February 7). Cisco Webex Contact Center Setup and Administration Guide - Contact Routing. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-docs-wxcc-setup-admin-contact-routing

BibTeX

@misc{warmtransfer-cisco-docs-wxcc-setup-admin-contact-routing,
  title  = {Cisco Webex Contact Center Setup and Administration Guide - Contact Routing},
  author = {{WarmTransfer}},
  year   = {2021},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-docs-wxcc-setup-admin-contact-routing},
  note   = {Cisco Systems, Inc., accessed 2026-09-04}
}