Access and Use Webex Contact Center within Salesforce Service Cloud Voice

Publisher

Cisco

URL

https://help.webex.com/en-us/article/nf5bgok/Access-and-Use-Webex-Contact-Center-within-Salesforce-Service-Cloud-Voice

Published

2026-08-20

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

• Agents must be in the Available state to receive routed inbound calls in the SCV integration. in context
• While an SCV agent is on a call the Omni presence does not change, but the agent's Omni capacity shows 100%. in context
• If the Omni status stays Offline after Webex Contact Center login, the agent changes it to Busy or Available. in context
• SCV agents can place outbound calls by manual dial, by click-to-dial from Salesforce phone fields, or from the phone book. in context
• Agents sign in by clicking Authenticate in the Omni widget, entering Webex Contact Center credentials, choosing a telephony option of Desktop, Extension or Dial Number, choosing a team and clicking Login. in context
• SCV agents can make blind and warm transfers; a warm transfer and a conference each require a consultation call first. in context
• After an SCV call ends the agent enters wrap-up, and changing the Omni-Channel state ends wrap-up. in context

Cite this source record

APA

WarmTransfer. (2026, August 20). Access and Use Webex Contact Center within Salesforce Service Cloud Voice. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nf5bgok-wxcc-scv-agent-use

BibTeX

@misc{warmtransfer-cisco-help-nf5bgok-wxcc-scv-agent-use,
  title  = {Access and Use Webex Contact Center within Salesforce Service Cloud Voice},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nf5bgok-wxcc-scv-agent-use},
  note   = {Cisco, accessed 2026-09-24}
}