Set up a channel in Webex Contact Center

Publisher

Cisco

URL

https://help.webex.com/en-us/article/ewuay1

Published

2025-07-31

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Cisco recommends assigning an entry point a flow that contains a Business Hours activity, and the entry point's timezone is the one business hours use. in context
• In Webex Contact Center a channel is an entry point plus, for inbound telephony only, the mapping of that entry point to support or dial numbers. in context
• Each Webex Contact Center entry point is assigned one routing flow chosen when the channel is created or edited. in context
• Numbers mapped to an inbound Webex Contact Center entry point are selected from support numbers, which are PSTN numbers already configured in Webex Calling services in +E.164 format. in context
• The channel's Music on Hold field is described as the music file to use in the Outdial Entry Point. in context
• A Webex Contact Center entry point of channel type Chat, Email or Social has an Asset Name field for choosing the asset configured in Webex Connect, and a Social entry point also has a Social Channel Type of Facebook Messenger, SMS, WhatsApp or Apple Business Chat. in context
• An entry point name cannot exceed 80 characters and may contain alphanumeric characters, underscores and hyphens. in context
• Cisco states that the entry point Service Level Threshold field has no functional impact on the system's calculations and a placeholder value may be entered. in context
• A routing flow is assigned to a telephony entry point in Control Hub under Customer experience > Channels, using the Routing Flow field and a Version Label that selects which version of the flow runs. in context

Cite this source record

APA

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

BibTeX

@misc{warmtransfer-cisco-help-ewuay1-wxcc-set-up-a-channel-c,
  title  = {Set up a channel in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-ewuay1-wxcc-set-up-a-channel-c},
  note   = {Cisco, accessed 2026-09-30}
}