What's new for agents in Webex Contact Center

Publisher

Cisco

URL

https://help.webex.com/en-us/article/n3v7ldh/What's-new-for-agents-in-Webex-Contact-Center

Published

2025-10-29

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

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

Source notes citing this source

• Agent Desktop sign-in does not check device status in real time, so a validated extension or dial number can still point at a device that is offline or unavailable. in context
• An agent with one Webex Calling device can answer calls directly from Agent Desktop without further setup, while an agent with several devices must pick a preferred device in Profile Settings. in context
• Since March 4 2025, Agent Desktop combines the Webex Calling notification and the Desktop popover so that agents can answer from the desktop without overlap with the Webex App call window. in context
• For Webex Calling users, Agent Desktop sign-in checks that an extension or dial number chosen from the drop-down is valid and assigned to the user's Webex Calling profile, to reduce RONA caused by wrong credentials. in context
• If an agent's profile has exactly one configured dial number or extension, Agent Desktop fills it in automatically at sign-in. in context
• Cisco lists four advantages of Common Edge over legacy VPOP telephony integration: self-provisioning of SIP trunks, cloud connected PSTN, Cisco Calling Plan integration, and support for mixing multiple connection types. in context
• On October 7, 2024 Cisco introduced a streamlined process for requesting conversion of a customer organization from VPOP telephony integration to Webex Common Edge services. in context
• The VPOP-to-Common-Edge conversion includes automated remapping of entry points to Common Edge. in context
• Cisco says the VPOP-to-Common-Edge conversion completes in a matter of minutes for most customers. in context
• The VPOP-to-Common-Edge conversion first verifies the organization's current telephony integration and then upgrades it to Common Edge. in context
• Cisco directs organizations that want to upgrade from VPOP to Common Edge telephony integration to contact the Cisco Support Team; no Control Hub self-service path is described. in context

Cite this source record

APA

WarmTransfer. (2025, October 29). What's new for agents in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n3v7ldh-wxcc-whats-new-agents

BibTeX

@misc{warmtransfer-cisco-help-n3v7ldh-wxcc-whats-new-agents,
  title  = {What's new for agents in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n3v7ldh-wxcc-whats-new-agents},
  note   = {Cisco, accessed 2026-09-24}
}