Set up a channel

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel

Published

2025-07-31

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

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

Source notes citing this source

• The working mapping is: an Avaya VDN and its number become a Webex Contact Center entry point with a mapped DN; a vector becomes a Flow Designer flow, with nested vectors as GoTo targets or subflows; a skill or split becomes a queue plus skill definitions or teams. inferred in context
• A wave can be reversed by redirecting its numbers back to the Avaya VDN at whichever point routes them (carrier, Avaya, or Webex dial plan) and removing the DN mapping from the Webex entry point. inferred in context
• Because each DN is mapped to an entry point individually, a wave cutover can move one VDN's numbers at a time by mapping only that wave's DNs to Webex entry points, leaving other numbers on Avaya. inferred in context
• In Webex Contact Center a channel is an entry point plus, for inbound telephony only, the mapping of that entry point to a support or dial number (DN). in context
• The routing flow chosen for a Webex Contact Center entry point comes from the flows already created under Customer Experience > Flows, so the flow must exist before the entry point can point to it. in context
• A telephony channel in Webex Contact Center is configured with a channel type (inbound or outbound telephony), a routing flow, a service level threshold and a time zone. in context
• A Unified CCX Unified CM Telephony trigger corresponds to a Webex Contact Center entry point together with its entry point mapping to a dial number. inferred in context
• In Webex Contact Center a channel is an entry point together with, for inbound telephony, the mapping of that entry point to a support or dial number. in context
• A Webex Contact Center entry point is bound to a flow by selecting that flow in the Routing Flow setting of the channel. in context
• In Webex Contact Center a channel is an entry point together with, for inbound telephony, the mapping of that entry point to a support or dial number. in context
• Webex Contact Center supports mapping only PSTN numbers in globalized +E.164 format to entry points; extension numbers cannot be mapped to an entry point. in context
• Inbound telephony entry points are created in Control Hub under Services, Contact Center, Customer Experience, Channels. in context
• The channel setup article states that only PSTN numbers in plus-E.164 format can be mapped to entry points as support numbers and that extension numbers are not supported, which conflicts with the registry claim that an entry point can hold both an E.164 number and an extension. disputed in context
• 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. in context
• For outbound calls, an entry point called Outdial Transfer to Queue is created automatically, and its configuration includes a music-on-hold selection and an outdial queue. in context
• The service level threshold field on an entry point has no functional impact on the system's calculations. in context
• Business hours is one of the variable types that can be overridden per channel, together with Audio prompt, Entry point, Dial number, Flow and Queue. in context
• Override flow settings apply only to inbound and outbound channel types. in context
• A channel's Override flow settings show only the variables that the flow developer configured for external override in the selected flow version. in context
• The entry point's Asset Name field applies only to Chat, Email and Social channel types. It selects the asset configured for the channel in Webex Connect. in context
• An Apple Messages for Business entry point is created in Control Hub under Services > Contact Center > Customer Experience > Channels > Create, with Channel Type Social and Social Channel Type 'Apple Business Chat'. in context
• Control Hub's entry point form still uses the older name 'Apple Business Chat', while Cisco and Apple documentation say 'Apple Messages for Business'. Both refer to the same channel, so administrators should look for 'Apple Business Chat' in the Social Channel Type list. inferred in context
• The channel setup article states that Webex Contact Center supports mapping only globalized +E.164 PSTN numbers to entry points and that extension numbers are not supported. disputed in context
• The configured callback entry point handles all scheduled callbacks in the organisation, whether agents schedule them in Agent Desktop or customers schedule them through the IVR. in context
• The callback entry point is set in Control Hub under Services > Contact Center > Customer experience > Channels > Settings, by choosing an outbound entry point in the Callback Entry Point dropdown. in context
• The configured callback entry point handles every scheduled callback in the organization. in context
• Agent-scheduled and IVR-scheduled callbacks both need an entry point configured as the organization's dedicated callback entry point. in context
• The callback entry point is set in Control Hub under Services > Contact Center > Customer experience > Channels > Settings, by choosing an outbound entry point in the Callback Entry Point field. in context
• Webex Contact Center maps only PSTN numbers in globalized +E.164 format to entry points. in context
• An outbound entry point is created in Create a channel by choosing Outbound Telephony as the channel type. in context
• Flow controls such as Customize ANI, screen pop and global variables cannot be used as part of the outdial experience. in context
• A channel represents an entry point and, for inbound telephony only, the mapping between that entry point and a support or dial number. in context
• Only PSTN numbers in globalized +E.164 format can be mapped to entry points; extension numbers cannot. in context
• The system automatically creates an entry point named 'Outdial Transfer to Queue' for transferring outbound calls to a queue. in context
• Entry points are configured as channels in Control Hub under Services > Contact Center > Customer experience > Channels. in context
• An entry point carries a Routing Flow setting that assigns a flow to it and a Version Label setting that picks the flow version. in context
• For an inbound telephony entry point the administrator selects one or more support numbers from the phone numbers configured under Webex Calling services. in context
• A channel name can be at most 80 characters and may contain alphanumeric characters, underscores and hyphens. in context
• Entry points are created as channels in Control Hub under Services > Contact Center > Customer experience > Channels by clicking Create. in context
• A channel that is in an active state cannot be deleted. in context
• A channel's channel type cannot be edited after the channel is created. in context
• The channel types offered when creating a channel are Chat, Email, Social, Inbound Telephony and Outbound Telephony. in context
• Cisco recommends using the Business Hours activity in the routing flow for working-hours logic on an inbound telephony entry point. in context
• Webex Contact Center supports mapping only PSTN numbers in globalized +E.164 format to entry points; extensions are not supported as support numbers. in context
• Support numbers for an inbound entry point are selected, one or several, from numbers already configured under Webex Calling services. in context
• An inbound telephony entry point is assigned its routing flow from a drop-down list in the entry point settings. in context
• The service level threshold field on an inbound telephony entry point has no functional impact on the system's calculations, and any placeholder value may be entered. in context
• An inbound telephony entry point has a Timezone setting that defaults to the tenant timezone. in context
• The entry point settings include a version label drop-down used to choose the preferred version of the assigned flow. in context
• An outdial entry point is configured with a routing flow, a music on hold audio file and an outdial queue chosen from a list. in context
• For an outdial entry point, a flow is preferred over a routing strategy when advanced features are needed, and an Override Flow Settings toggle lets flow variable defaults be customised at channel level. in context
• An entry point named Outdial Transfer to Queue is created automatically to support callback transfers. in context
• The channel article recommends using business hours inside the flow, with a configured Business Hours activity, rather than relying on the entry point alone for schedule-based routing. in context
• A channel in an active state cannot be deleted; it must be deactivated first. in context
• Only PSTN numbers in globalized +E.164 format can be mapped to entry points; extension numbers are not supported. in context
• Webex Contact Center channels (entry points) are created in Control Hub under Services > Contact Center > Customer Experience > Channels by clicking Create. in context
• A channel name can contain alphanumeric characters, underscores and hyphens, up to 80 characters. in context
• The channel Routing Flow field is where you choose the flow, from the flows under Customer Experience > Flows, that handles contacts arriving at the entry point. in context
• Service Level Threshold is a required channel field, and the channel article states it has no functional impact on the system's calculations. in context
• For an inbound telephony channel, the dial numbers callers reach are selected in the channel's Support Number section. in context
• The channel Timezone field sets the time zone that business hours use for that entry point. in context
• For a voice entry point the channel type choices are Inbound Telephony and Outbound Telephony; a first inbound flow uses Inbound Telephony. in context
• In a channel's entry point settings, the Routing flow drop-down selects the flow assigned to that entry point. in context
• A separate Version label field in a channel's entry point settings selects which version of the routing flow the entry point uses. in context
• Because an entry point is bound to a flow plus a label rather than a version number, publishing a new version that carries the label should change what that entry point runs without editing the entry point. inferred in context
• The Set up a channel article states that Webex Contact Center supports mapping only PSTN numbers in globalized +E.164 format to entry points and that extensions are not supported for this mapping. disputed in context
• Entry point configuration includes a routing flow selection and a Version Label field that chooses which version of that flow the entry point runs. in context
• If an entry point points at a version label other than the one the administrator recently published, callers will run the older flow version, so a republished fix may appear not to take effect. inferred in context
• When creating a channel in Webex Contact Center, Outdial Telephony is available as a channel type, and an outdial entry point is created as a channel of that type. in context
• An outdial entry point can use either a routing strategy or a flow. in context
• In the outdial entry point settings the administrator chooses the outdial queue for the outdial entry point from a list. in context
• Using a flow on an outdial entry point enables advanced configurations such as screen pop and customizing the ANI, which are not available with a routing strategy. in context
• Webex Contact Center automatically provides an entry point named Outdial Transfer to Queue, used for transferring outbound calls to queues. in context
• If an outdial entry point uses a routing strategy instead of a flow, outdial features such as flow selection, music and outdial queues cannot be customized. in context
• The system automatically creates an outdial entry point named 'Outdial Transfer to Queue'. in context
• An outdial entry point can be driven by either a routing strategy or a flow. in context
• Cisco recommends flows over routing strategies on outdial entry points because advanced configurations such as screen pop and Customize ANI are available only with flows. in context
• The channel setup article states that the Business Hours activity takes the appropriate branch based on the business hours configuration associated with it. in context
• The entry point Timezone setting selects the time zone that business hours use for that entry point. in context
• 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. in context
• Channels are created under Services > Contact Center > Customer Experience > Channels, and a channel's type (for example Inbound Telephony) cannot be edited after creation. in context
• A channel is the mapping of an entry point to a dial number, and one entry point may carry more than one number. in context
• The Set up a channel article's delete procedure instructs the reader to delete the call recording schedule. field report in context

Cite this source record

APA

WarmTransfer. (2025, July 31). Set up a channel. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-ewuay1-wxcc-set-up-a-channel

BibTeX

@misc{warmtransfer-cisco-help-ewuay1-wxcc-set-up-a-channel,
  title  = {Set up a channel},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-ewuay1-wxcc-set-up-a-channel},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}