Source record · tier 2 current vendor documentation

Sign in to Agent Desktop

Publisher: Cisco Systems, Inc. (Webex Help Center)
URL: https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop
Published: 2025-11-12
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

At Agent Desktop sign-in an agent chooses Desktop (browser WebRTC audio), Extension (a Webex Calling extension) or Dial Number (a Webex Calling dial number in E.164 or international format). in context
In Webex Contact Center Agent Desktop the 'Desktop' telephony option uses WebRTC as the calling capability, and an agent who selects it without browser permissions may see a message asking them to enable access through browser settings or contact their administrator. in context
Cisco states that Webex Contact Center Agent Desktop does not support headset control actions for WebRTC-based calls. in context
Agent Desktop sign-in offers only Desktop, Extension and Dial Number and none is an agent client on the phone screen, so a Finesse IP Phone Agent user must work from the browser desktop after moving. inferred in context
The Agent Desktop Dial Number option shows no Call by Call or Nailed Connection mode choice, so a former Finesse mobile agent should not expect to choose one at sign-in. inferred in context
The Agent Desktop sign-out procedure names no sign-out reason code, unlike Finesse which requires one, so agents should not expect to pick a reason when signing out. inferred in context
After password entry Agent Desktop asks the agent to select a calling preference from a drop-down whose options are Desktop, Extension and Dial Number, and which options appear depends on the agent's user profile configuration. in context
The Desktop calling preference is for agents using WebRTC as their calling capability, so voice interactions run in the browser. in context
The Dial Number calling preference takes a phone number used for inbound and outbound calls and accepts international format with a plus sign and country code as well as E.164 format. in context
Agent Desktop needs a display larger than 500 by 500 pixels with browser zoom set to 100 percent. in context
The Extension calling preference is for agents using a Webex Calling extension; a single extension is filled in automatically and an agent with several must pick one from a pre-validated list. in context
Agent Desktop does not support headset control actions for WebRTC-based calls placed with the Desktop calling preference. in context
Cisco tells agents to ensure their phone is ready to receive calls before signing in to Agent Desktop. in context
To sign out of Agent Desktop the agent changes their availability state to Idle, clicks the User Profile at the top-right corner and clicks Sign Out. in context
To sign in to Webex Contact Center Agent Desktop an agent enters the administrator-provided URL in the browser, enters their email address and clicks Sign In, then enters their password and clicks Sign In. in context
The agent chooses a team from a drop-down or search field and clicks Save & Continue, and the task page appears on successful sign-in; a Don't show this again check box enables automatic sign-in with the chosen settings. in context
To sign in to Agent Desktop, the agent enters the URL their administrator provided into the browser address bar, then enters their email address and clicks Sign In, then enters their password and clicks Sign In. in context
Agent Desktop needs a display of at least 500 x 500 pixels, and the browser zoom must be set to 100%. in context
During sign-in the agent chooses a calling preference from the Handle calls using drop-down list, and the options it offers depend on how the agent's user profile is configured. in context
An agent cannot use Agent Desktop in more than one browser or browser tab at the same time. in context
When sign-in succeeds, Agent Desktop shows the task page, either with a background illustration the administrator configured or with a blank background. in context
To finish signing in, the agent chooses a team from the Team drop-down list (or filters it with the search field) and clicks Save & Continue. in context
An agent cannot sign out of Agent Desktop while in an active conversation or an ongoing monitoring task. in context
The Desktop calling option carries voice through the browser using WebRTC, and Agent Desktop does not support headset control actions with this option. in context
The Dial Number calling option takes a phone number for inbound and outbound calls and accepts international numbers with a country code or in E.164 format. in context
The Extension calling option is for a Webex Calling extension, and the extension fills in automatically when only one is configured for the agent. in context
Checking Don't show this again skips the interaction preferences screen on later sign-ins, and the agent's saved preferences take precedence over the administrator's Default DN. in context
Agents configured for digital-only interactions see no telephony options at sign-in. in context
The Agent Desktop display must be larger than 500 x 500 pixels (width x height), and Cisco recommends 100% browser zoom. in context
At sign-in an agent can tick International dialing format, choose a country code and enter only the phone number, or clear the box and enter an E.164 or IDD-format number. in context
The Desktop calling option uses WebRTC to terminate calls and media in the browser and needs no further input at sign-in. in context
The Dial Number calling option uses a Webex Calling number for inbound and outbound calls, prefilled when one is configured or chosen from a drop-down when there are several. in context
The Extension calling option signs the agent in with a Webex Calling extension: a single configured extension is prefilled, and multiple extensions appear as a drop-down of pre-validated options. in context
To sign in, the agent opens the administrator-supplied URL, enters email and password, picks a calling option under interaction preferences, selects a team and selects Save & Continue. in context
An agent cannot sign out of Agent Desktop during an active conversation or an ongoing monitoring task; the documented sign-out path is to set Idle and then choose Sign Out from User Profile. in context
An agent cannot use Agent Desktop in multiple browsers or in multiple tabs of the same browser window at once; switching instances prompts the agent to Continue in the new window. in context
Agent Desktop does not support headset control actions for calls handled with the Desktop (WebRTC) option. in context
An agent cannot sign out while in an active conversation or in an ongoing monitoring task. in context
The agent's details are saved in browser preferences whether or not Don't show this again is checked, and auto sign-in can be turned off later in Profile Settings. in context
If an automatic sign-in (Don't show this again checked) fails, for example because the previously used dial number is no longer valid or is in use, Agent Desktop falls back to the interaction preferences screen, pre-populated with the saved preferences. in context
If a banner says some Desktop features are unavailable, reloading the browser refreshes the session and removes the banner. in context
The Agent Desktop display must be larger than 500 x 500 pixels (width x height), and browser zoom should be 100%. in context
For a Dial Number, Agent Desktop accepts an international format (+ country code, then number) and a non-international entry in either E.164 format or IDD format (IDD prefix, country code, number). in context
If an agent has accepted E911 notifications but still cannot connect with desktop telephony, the cause may be RONA, and the agent should give the administrator the Tracking ID. in context
If an agent picks a team at sign-in and then clears it, Save & Continue stays enabled, and clicking it with no team selected causes a sign-in error. in context
Agent Desktop can take a few seconds to load the first time it is opened or after the browser cache is cleared. in context
Agent Desktop cannot be used in multiple browsers or in multiple tabs of the same browser. Signing in to a second instance shows a prompt, and clicking Continue signs the agent in on that window. in context
Agent Desktop sign-in runs in this order: open the administrator-provided URL, enter an email address, enter a password, choose an interaction (calling) preference, choose a team, then click Save & Continue. in context
To sign out, the agent sets availability to Idle, then chooses User Profile > Sign Out. Sign-out is blocked during an active conversation or an ongoing monitoring task. in context
Agent Desktop offers three calling preferences at sign-in (Desktop, Extension and Dial Number), and which of them appear depends on the agent's profile configuration. in context
If the optional Microsoft Teams authentication during sign-in is cancelled or fails, a warning icon and a notification appear, and the agent can authenticate later from profile settings after signing in to Desktop. in context
The Desktop option handles voice through WebRTC in the browser, and Agent Desktop does not support headset control actions for WebRTC-based calls. in context
If an agent signs in to multiple Agent Desktop instances and switches browsers or tabs, a prompt appears, and clicking Continue signs the agent in on that window. in context
Cisco's sign-in troubleshooting advises reloading the browser to refresh the Agent Desktop session after connection failures or session expiry. in context
To sign out, an agent changes availability to Idle first, and cannot sign out during an active conversation or an ongoing monitoring task. in context
At sign-in, the agent chooses how to take calls: Desktop (browser WebRTC), Extension (a Webex Calling extension) or Dial Number. in context
At Agent Desktop sign-in, the agent picks one team from the Team drop-down list. in context
Agent Desktop cannot be accessed on multiple browsers or multiple tabs of the same browser window; a prompt appears when an agent signs in to multiple instances and switches between them. in context
If an agent selects Desktop but the browser lacks the needed permissions, Agent Desktop may show a message asking the agent to enable access in browser settings or contact the administrator. in context
If an agent has accepted E911 notifications but still cannot connect with desktop telephony, the agent may have hit RONA and should contact the administrator with the Tracking ID. in context
When a WebRTC agent reports that headset answer, hang-up or mute buttons do nothing, that is consistent with documented product behaviour rather than a headset fault, while audio through the headset itself can still work. inferred in context
Agent Desktop does not support headset control actions for WebRTC-based calls. in context
If the Desktop session cannot be restored because of a connection failure, session expiry or local storage issues, Cisco advises reloading the browser. in context
Agent Desktop cannot be used in multiple browsers or in multiple tabs of the same browser window; a prompt appears if the agent signs in to multiple instances. in context
When some desktop features are unavailable, a banner at the top of the Agent Desktop tells the agent that some features aren't available, and reloading the browser is the documented recovery. in context
The Agent Desktop cannot be used in multiple browsers or in multiple tabs of the same browser; signing in to more than one instance and switching between them displays a prompt. in context
If the Agent Desktop session cannot be restored because of a connection failure, session expiry or local storage issues, Cisco says to reload the browser to refresh the session. in context
An agent who belongs to several teams probably gets the layout of the team picked at sign-in, so picking a different team is a likely cause of 'wrong layout' reports. inferred in context
The Agent Desktop can show a banner at the top saying some features aren't available. in context
An agent chooses a team from the Team drop-down when signing in, and the Desktop's appearance depends on the layout the administrator configured. in context
At Agent Desktop sign-in the agent chooses how to handle calls (Desktop, Extension or Dial Number) and chooses a team from the Team drop-down list. in context
An agent cannot use the Agent Desktop in multiple browsers, or in multiple tabs of the same browser window, at the same time. in context
Webex Contact Center Agent Desktop does not support headset control actions for WebRTC-based calls. in context
If an Agent Desktop session cannot be restored because of a connection failure, session expiry or local storage issues, Cisco tells agents to reload the browser to refresh the session. in context
Agent Desktop cannot be used in multiple browsers or multiple tabs at once; a prompt appears if the agent signs in to multiple instances. in context
The Dial Number option supports international numbers entered with a country code in the format + [Country Code] [Phone Number]. in context
The Extension option is for Webex Calling users; a single configured extension is pre-filled automatically and multiple extensions are offered as a drop-down of pre-validated extensions. in context
If an agent's previously saved Dial Number or Extension is invalid, sign-in returns the agent to the interaction preferences screen pre-populated with the saved preferences so the details can be corrected. in context
At Agent Desktop sign-in the agent chooses one of three calling preferences: Desktop (browser WebRTC), Extension, or Dial Number. in context
Agent Desktop cannot be used in multiple browsers or multiple tabs of the same browser at once; the agent is prompted to choose which instance continues. in context
Agent Desktop does not currently support headset control actions for WebRTC (Desktop option) calls. in context

Cite this source record

APA

WarmTransfer. (2025, November 12). Sign in to Agent Desktop. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n6lmci8-wxcc-sign-in-agent-desktop

BibTeX

@misc{warmtransfer-cisco-help-n6lmci8-wxcc-sign-in-agent-desktop,
  title  = {Sign in to Agent Desktop},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n6lmci8-wxcc-sign-in-agent-desktop},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}