Manage your calls in Agent Desktop

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop

Published

2026-08-20

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

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

Source notes citing this source

• Cisco states that Webex Contact Center Desktop mode uses WebRTC to terminate calls and media directly in the Agent Desktop, with Cisco background noise removal built into the browser experience in that mode. in context
• An agent used to holding calls from the phone must change habit, because Cisco directs Agent Desktop agents to hold and resume from the desktop and an agent cannot end a held call there. inferred in context
• An agent signed in with the Desktop calling preference accepts a call by clicking Answer in the incoming call popover and can click Decline to refuse it. in context
• An agent signed in with Extension or Dial Number answers an offered call on their physical phone. in context
• For a transfer without consulting, the agent clicks Transfer, picks an agent, queue, entry point or dial number and clicks Transfer, and a transfer to an agent who does not accept is dropped. in context
• When a call is connected a timer starts and the interaction control pane shows the customer details and the call control buttons. in context
• After a consult the agent clicks Conference to join customer and consulted party in one call, an Exit Conference button replaces Transfer, and a conference can hold at most 8 participants. in context
• During a consult the Transfer and Conference buttons stay disabled until the consulted agent accepts, and once accepted the desktop shows two interaction control panes, one for the customer and one for the consulted party. in context
• From Agent Desktop an agent can consult with an agent, a queue, a dial number, an entry point or an organization, and the customer call is put on hold automatically during the consult. in context
• To complete a warm transfer the agent clicks Transfer while the consulted agent is on the line, after which the Wrap Up Reasons dialog appears for the transferring agent. in context
• A dial number entered as a transfer or consult destination can contain 3 to 18 digits and only the special characters plus, hash, star and colon, in US, E.164 or IDD format. in context
• Cisco instructs agents to hold and resume calls from Agent Desktop rather than from a hardphone or softphone. in context
• After clicking Hold the desktop shows Call on Hold next to the timer and the End button is disabled until the agent clicks Resume. in context
• An agent cannot end a call while the call is on hold in Agent Desktop. in context
• An agent cannot sign out of Agent Desktop while an incoming contact popover is active. in context
• An agent cannot consult with or transfer to another agent who is in Wrap Up state. in context
• Consulted agents cannot apply a wrap-up reason for a consult call but can help the primary agent through wrap-up assist. in context
• After clicking End the agent selects a wrap-up reason from the Wrap Up Reasons dialog, which can be searched by typing at least 3 characters, and clicks Submit Wrap Up. in context
• An inbound call shows a contact request popover with administrator-configured variables and a Ringing status, and an agent using the desktop as the telephony endpoint answers by clicking Accept in that popover. in context
• An agent signed in with an extension or dial number answers the call on the phone itself, and Agent Desktop then starts the call timer and shows the interaction control pane. in context
• During a consult, clicking Conference joins the agent, the customer and the consulted party on one call, and a conference supports up to eight participants in total. in context
• Clicking Exit Conference lets the agent leave while the call continues, and control passes automatically to the participant who has been on the call longest. in context
• In the Consult Request dialog, the agent drop-down list shows the names of agents in the Available and Idle states. in context
• Clicking End Consult ends the consultation. in context
• Once the consulted party accepts, two interaction control panes appear, one for the customer (on hold) and one for the consulted party, and the agent can click Resume, Transfer or Conference. in context
• To consult, the agent clicks Consult, picks a destination type (Agent, Queue, Dial Number, Entry Point or Organization), chooses the target, and clicks Consult, and the status then shows Consult Requested. in context
• Clicking End ends the call and opens the Wrap Up Reasons dialog, where the agent selects a wrap-up reason from the drop-down list and clicks Submit Wrap Up. in context
• Clicking Hold puts the customer on hold, the status shows Call on Hold and the End button is disabled, and clicking Resume takes the call off hold. in context
• With desktop-mode calling the agent mutes by clicking Mute in Agent Desktop, and with a physical phone they use the Mute button on the phone. in context
• When the administrator has enabled recording, calls are recorded automatically, and the agent can click Pause Recording (for example while taking card details) and Resume Recording, though pause and resume are not available during consult or conference calls. in context
• The calls article says that if an agent doesn't answer an inbound call within the allowed time, RONA returns the call to the queue and automatically puts the agent in the Idle state. disputed in context
• A blind transfer is made by selecting an agent or dial number and clicking Transfer straight away, without consulting first. in context
• To transfer a call, the agent clicks Transfer, picks a destination type (Agent, Queue, Entry point, Dial Number or Organization), chooses the target from the drop-down list or search field, and clicks Transfer. in context
• After the agent transfers a call, the Wrap Up Reasons dialog appears. in context
• The wrap-up reason is mandatory, and the agent's state does not change to Idle until it is submitted. in context
• When an agent pauses a recording in Agent Desktop, it resumes automatically after a pause duration set by the administrator, and the agent can also resume it manually. in context
• A PCI-style pause workflow on Webex Contact Center has a gap: sensitive data taken while a call is in conference or consult cannot be paused out from Agent Desktop. inferred in context
• In Agent Desktop, Pause Recording and Resume Recording do not work during conference or consult calls. in context
• An agent must be in the Available state to receive customer calls; with Desktop as the calling option the agent answers or declines in the incoming-call popover, and with a physical phone the agent answers on the phone. in context
• Background Noise Removal is built into Agent Desktop and applies when the agent uses Desktop (WebRTC) as the telephone; it is unavailable during an active consult. in context
• An Agent Desktop voice conference can have up to eight participants, counting the customer and the primary agent. in context
• A dial number entered for a consult must contain 3 to 18 digits and may also use only the characters +, #, * and :. in context
• Cisco says hold and resume should be started from Agent Desktop, not from a hardphone or softphone, and the customer call and a consult call cannot both be on hold at once. in context
• An agent cannot end a call while it is on hold; the End button is disabled while the call is held. in context
• A call cannot be transferred to an agent who is in the Wrap Up state, and if the target agent does not accept a transfer the call is dropped. in context
• Where the administrator allows it, an agent can pause call recording for a set duration, after which it resumes automatically; Pause Recording and Resume Recording do not work during consult or conference calls. in context
• The call-handling article expands the acronym RONA as Re-route On No Answer. disputed in context
• The Wrap Up Reasons dialog appears only for the primary agent; consulted and conferenced agents cannot apply a wrap-up reason but can help through wrap-up assist. in context
• Background noise removal controls are unavailable during an active consultation and can only be changed after the consult ends. in context
• The consult target list shows agents in the Available and Idle states and the transfer target list shows only agents in the Available state, and a call cannot be transferred to an agent in Wrap Up. in context
• A contact transferred to an entry point or queue is not connected to the agent who handled them before. disputed in context
• A blind transfer to an agent who does not accept it drops the call, where an unanswered inbound call returns to the queue. in context
• On a transfer to an entry point, a global variable with the same name but a different data type in the receiving flow is not carried over. in context
• No agent article states how many calls an agent may hold at once; the only stated concurrency figure is a data centre or tenant cap on concurrent calls and the only stated party figure is 8 conference participants. in context
• The agent call article opens by saying what an agent may do depends on permissions assigned by an administrator, and the word permission does not occur again in it; every concrete gate it names is a desktop profile setting or a Control Hub toggle. field report in context
• Only the primary agent may drop a participant from a voice conference, the primary agent is the one present longest, and if they leave the longest-present remaining agent takes that ability. in context
• The Resume button is enabled even when the consulted agent has not yet accepted the consult request. in context
• Cisco warns that where voicemail, call forwarding or call waiting is enabled on an agent number and the reroute on no answer timer is longer than the voicemail timer, calls may be routed to voicemail and marked connected once they reach the telephony layer. in context
• Consulting or transferring to a collaboration-tool expert requires the administrator to have enabled State Synchronization, on the Tenant Settings desktop page or on the desktop profile's collaboration section or both. in context
• A supervisor cannot monitor or barge into a call in the wrap up state, and a monitoring session already started continues. in context
• A supervisor is dropped when the agent they were monitoring exits, unless another agent remains, in which case they stay on the call regardless of who they began monitoring. in context
• One numbered step says the Transfer and Conference buttons stay disabled until the consulted agent accepts, and says a few sentences later that the system enables them as soon as the consult call reaches the consulted agent's extension. disputed in context
• The initiating agent's consult popover carries up to 9 variables and the consulted agent's carries up to 7, and the consulted agent can neither edit them nor see updates without refreshing. in context
• For a Desktop (WebRTC) agent, a drop at or just after answer can come from the browser side (WebRTC session loss or desktop connectivity loss) and not only from the PSTN trunk, so both the webrtc-internals data and the trunk-side signalling need checking. inferred in context
• If a consulted agent does not answer the consult call, or the consulted agent's device is malfunctioning, the system changes the consulted agent's state to Idle. in context
• By default the customer is put on hold when the primary agent starts a consult, unless other participants are already in a conference. in context
• If the customer leaves during an active consult or conference, the call enters a Post Call state: remaining participants can keep talking but no new participants can be added, and the agent is notified that the customer left. in context
• In Desktop mode, Agent Desktop uses WebRTC to terminate both the call and its media directly in the browser. in context
• In Agent Desktop the agent cannot end a call while it is on hold; the End button is disabled during hold. in context
• The callback request popover in Agent Desktop shows a Callback label and icon, the customer's phone number, the DNIS, the routing queue and a timer. in context
• An agent-scheduled callback can be assigned to any available agent, to the scheduling agent, or to a specific agent. in context
• When an agent schedules a callback, they must choose the customer's time zone from the valid IANA time zones. in context
• An agent-scheduled callback cannot be more than 31 days after the time it is created. in context
• An agent-scheduled callback must be at least 30 minutes after the time it is created. in context
• When an agent schedules a callback, the customer name field accepts 3 to 250 characters and allows Unicode. in context
• When an agent schedules a callback, the phone number field accepts 7 to 15 characters, with the country code optional. in context
• The callback reason is usually stored as a CAD variable. It is not shown on the callback popover by default, but an administrator can expose it through Flow Designer. in context
• A callback reaches the agent as an incoming call request whose popover shows a Callback label and icon, the customer number, DNIS, the routing queue and an elapsed-time timer. in context
• If the customer does not answer the callback, the call is returned to the queue. in context
• Agent Desktop documentation describes three callback types: courtesy callback, web callback and scheduled callback. in context
• Callback requests are held by the Webex Contact Center system and the call to the customer is initiated only when an agent is available. in context
• An agent-scheduled callback must be set at least 30 minutes after the time the schedule is created and no more than 31 days after it. in context
• A campaign callback can be scheduled only while handling the original campaign call or during its wrap-up, and it must use the campaign queue; the agent cannot choose another queue. in context
• The Agent Desktop article states that if the customer does not answer the callback call, the call is returned to the queue. in context
• Callback requests are routed to the agent as an incoming call request whose popover shows the Callback label and icon, the customer's phone number, the DNIS, the queue that routed the call and an elapsed-time timer. in context
• When scheduling a callback, the agent chooses who takes the return call: any available agent, themselves, or a specific agent. in context
• For scheduled callbacks the administrator must configure an outdial entry point as the callback entry point in Control Hub; that one entry point processes all scheduled callback calls in the organisation, and only active entry points appear in the selection list. in context
• If the administrator has enabled the End Call feature for Web Callback, the agent's contact card shows a Cancel button in place of the Ringing status, and the agent can cancel the web callback before the customer answers. in context
• Agent Desktop documentation states that when the customer does not answer a callback, the call is returned to the queue. in context
• A web callback request carries a name and a callback number and is submitted from the contact center website or a chatbot (Virtual Agent). in context
• In Desktop (WebRTC) mode, Cisco Background Noise Removal is built into the browser experience and reduces background noise from the agent's surroundings during the call. in context
• BNR controls are unavailable during an active consultation call and can be changed only after the consultation ends. in context
• Agents toggle BNR in the User Settings panel, and during a call a BNR icon in the interaction control pane toggles it for the current call. in context
• The administrator sets the pause duration, and the recording resumes automatically once it has elapsed. in context
• Agent Desktop pause and resume only appear for calls where pause/resume is enabled by the queue or schedule setting that applies, and Privacy Shield is on. inferred in context
• Pause Recording and Resume Recording don't work during conference and consult calls. in context
• In Agent Desktop, an agent on a recorded call clicks Pause Recording to pause it and Resume Recording to resume it manually. in context
• In Agent Desktop, the Record icon shows that recording is in progress. in context
• After an agent pauses recording in Agent Desktop, the recording resumes automatically once the administrator-specified pause duration elapses. in context
• The Agent Desktop Pause Recording and Resume Recording features do not work during conference and consult calls. in context
• In Agent Desktop, calls are recorded automatically only if the administrator has enabled call recording, and the agent can pause recording only when pause is enabled. in context
• In Agent Desktop, the Record icon indicates that recording is in progress. in context
• Consult calls to an entry point or dial number configured to route to a capacity-based team are not supported and fail, possibly with an unsupported destination error, for both direct consults and consults started during an outbound call. in context
• If a consulted agent does not answer a consult call or their device is malfunctioning, the system changes that agent's state to Idle, and the agent who initiated the consult receives a consult call failure message. in context
• The agent must act on the contact request popover before their state changes to Idle, so it is inaction on the popover once the timer lapses that produces the automatic transition. in context
• On the Agent Desktop the incoming voice call popover displays a minimum of three and a maximum of six variables. in context
• An agent can enter or paste at most 256 characters as the value of a CAD variable on the Agent Desktop. in context
• A variable marked secure shows a Secure Variable icon beside its field name in the Agent Desktop interaction control pane. in context
• Agents edit editable CAD variable values in the Desktop text fields and must click Save for the change to be kept. in context
• The incoming call popover on the Agent Desktop shows a minimum of three and a maximum of six variables. in context
• The incoming popover does not display variables that the administrator has marked as secure. in context
• The agent guide places the related Desktop configuration at Control Hub > Contact Center > Tenant Settings > Desktop and at Control Hub > Contact Center > Desktop Experience > Desktop Profiles > Collaboration. in context
• In Agent Desktop, the consult and transfer request dialogs have an Organization tab where agents look up subject matter experts. in context
• Fetching an expert's presence and contact information can be delayed, so agents should refresh or reload the search result to get updated presence. in context
• Agents can search for a subject matter expert by first name, role, department or phone number. A phone number search needs the complete number. in context
• Agents who use Desktop inside Microsoft Teams can consult with or transfer calls to Microsoft Teams users only when SSO is enabled in the Microsoft Azure account. in context
• Cisco advises disabling voicemail, call forwarding and call waiting on agent phone numbers or extensions: if they are enabled and the RONA timer is longer than the voicemail timer, calls may be routed to voicemail, and Webex Contact Center marks the call as connected because it cannot detect the forward. in context
• The Agent drop-down list for transfer shows agents in the Available state, while the Agent drop-down list for consult shows agents in the Available and Idle states. in context
• A conference call does not end when an agent exits; it continues between the remaining participants and ends only when one participant is left. in context
• When the primary agent clicks Conference, the customer is taken off hold and the agent, customer and consulted agent can communicate with each other. in context
• Only the primary agent can remove the customer or another participant from an active voice conference; other agents in the conference cannot, and the feature does not apply to digital conferences. in context
• During a conference the Transfer button is replaced by Exit Conference; to hand over control the primary agent exits, and the participant who has been in the call the longest automatically assumes control. in context
• A conference call can have a maximum of eight participants, including the customer and the primary agent. in context
• Non-agent participants reached by dial number have no call controls such as consult, add participants or end conference. in context
• If the customer exits a conference, the call enters the Post Call state: the remaining participants can keep talking, but no new participants can be added and no further hold, resume or consult can be made. in context
• Until the consulted agent accepts the consult call, the Transfer and Conference buttons are disabled for the initiating agent, while the Resume button is enabled even before acceptance. in context
• The capacity-based team consult limitation applies both to direct consults and to consults initiated during an outbound call where the EP-DN destination is a capacity-based team. in context
• Consult calls to an entry point or dial number that is configured to route to a capacity-based team are not supported, and such attempts fail and may show an 'Unsupported destination' error. in context
• If the customer disconnects during a consult, the consult leg between the primary agent and the consulted party stays active and the primary agent is notified by a desktop notification that the customer has left. in context
• The Agent Desktop article states that an agent can initiate a consult with an entry point and lists Entry point as a selectable consult option. disputed in context
• When consulting through a dial number mapped to an entry point, if the number the agent specifies does not match the EP-DN configured by the administrator, the consult is placed to the dial number rather than to the EP-DN. in context
• The Agent Desktop documentation names two reasons a consult call may fail: the entry point or dial number cannot be retrieved from the list, or an invalid entry point or dial number was entered; if the issue persists the agent is told to contact the administrator. in context
• By default the customer is put on hold when the primary agent consults another participant, unless other participants are already in a conference; when consulting a further participant during an ongoing conference the primary agent can decide whether to keep the customer off hold. in context
• If the consulted agent does not answer the consult call or the agent's device is malfunctioning, the system changes the consulted agent's state to Idle. in context
• If the consulted agent does not accept the consult call, the agent who initiated it receives a consult call failure message. in context
• During a consult, when the primary agent clicks Resume the customer is taken off hold and the consulted agent is put on hold; consulted agents cannot resume a consult call themselves. in context
• The Agent Desktop Consult Request dialog offers Agent, Queue, Dial Number, Organization and Entry point options as consult targets. in context
• The Dial Number field for transfer and consult supports three documented formats: US format (+ country code, area code, seven-digit number), E.164 (+ country code and number) and IDD (international direct dialing prefix, country code and number). in context
• In both the Transfer Request and Consult Request dialogs, the Dial Number drop-down list displays the enterprise address book, with names listed alongside numbers. in context
• The Agent Desktop validates the dial number entered for a transfer or consult: it may contain 3 to 18 digits and only the special characters plus, hash, asterisk and colon, and any other special characters or letters pasted into the field are removed. in context
• In the Organization search, Microsoft Teams subject matter experts appear only if they have a Business phone number assigned and Webex App subject matter experts appear only if they have a Work phone number assigned. in context
• The Organization option for transfer or consult can be selected only if the administrator has enabled State Synchronization in Control Hub under Contact Center > Tenant Settings > Desktop, under Desktop Experience > Desktop Profiles > Collaboration, or both. in context
• Agents who use the Desktop inside Microsoft Teams can consult with or transfer calls to Microsoft Teams users only when SSO is enabled in the Microsoft Azure account. in context
• The Pause Recording and Resume Recording features do not work during conference and consult calls. in context
• When a call is transferred to an agent, the call is dropped if the target agent does not accept it. in context
• When an agent transfers a call to an entry point, global variable values are copied to the new flow only where the variable name and data type match; global variables that do not match in name and data type are not carried over. in context
• When a contact is transferred to an entry point or queue, the system ensures the contact is not connected to the same agent who handled it before. in context
• Cisco instructs agents to initiate transfers, consults and conferences with another agent from the Agent Desktop rather than from the phone device (hardphone or softphone). in context
• An agent cannot transfer a call to an agent who is in the Wrap Up state. in context
• Agent Desktop gives an agent 2 named recording controls during a live call: Pause Recording and Resume Recording. The article names no start and no stop control for agents. in context
• During a consult the customer call is put on hold automatically, and the 2 legs can never both be on hold at once. in context
• The agent-facing article never states which permission, profile setting or role entitles an agent to pause a recording, although it names a Desktop Profile gate for another feature in the same article. in context
• No assigned source states that an agent's pause or resume is logged, reported, exposed in reporting or visible to a supervisor. in context
• No assigned source describes a supervisor starting, stopping, pausing or resuming a recording. in context
• The pause is bounded by an administrator-set duration and the recording resumes on its own when that duration elapses; the agent cannot extend it. in context
• Cisco states that the Pause Recording and Resume Recording features do not work during conference and consult calls. in context
• The only endpoint caveat in the agent article names Mute and Keypad as controls that may be absent on a physical phone, and does not address recording controls. in context
• A Record icon indicates that recording is in progress, and the article does not say what the agent sees while a recording is paused. in context
• Recording starts by itself when the administrator has enabled call recordings; the agent performs no start action. in context
• A supervisor barge-in updates the conference participant list with the supervisor name, which is the only supervisor action in the assigned sources that produces something the agent can see. in context
• Initiating a transfer immediately raises the Wrap Up Reasons dialog for the transferring agent, so that agent leaves the interaction at the moment of the request. in context

Cite this source record

APA

WarmTransfer. (2026, August 20). Manage your calls in Agent Desktop. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-mmcf7p-wxcc-agent-desktop-calls

BibTeX

@misc{warmtransfer-cisco-help-mmcf7p-wxcc-agent-desktop-calls,
  title  = {Manage your calls in Agent Desktop},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-mmcf7p-wxcc-agent-desktop-calls},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}