Manage multimedia profiles

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles

Published

2025-12-18

Updated

unknown

Accessed

2026-09-04

HTTP status

200

License

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

Source notes citing this source

• A Webex Contact Center Blended multimedia profile lets an agent handle multiple contacts simultaneously across different channel types, with the capacity of each channel configurable. in context
• A Webex Contact Center Blended Real-time multimedia profile lets an agent handle one real-time channel, either voice or chat, with a separately set limit for email. in context
• Webex Contact Center assigns Default_Telephony_Profile to every site by default; it gives voice a value of 1 and chat, email and social a value of 0. in context
• A Webex Contact Center Exclusive multimedia profile limits an agent to one customer contact at a time, with channel precedence voice first, then chat, email and social. in context
• A Webex Contact Center multimedia profile can be assigned to a site, a team or an individual agent; the agent's profile overrides the team's, which overrides the site's. in context
• Webex Contact Center multimedia profiles have three blending types: Blended, Blended Real-time and Exclusive. in context
• The Webex Contact Center multimedia profiles article was relayed as giving the social channel a range of 0 to 10 in Blended Real-time mode, against 0 to 5 in Blended mode. disputed in context
• A Webex Contact Center multimedia profile determines how many contacts of each media type an agent can handle concurrently, and can be assigned at tenant, site, team or individual agent level. in context
• Where several Webex Contact Center multimedia profiles apply, the agent-level profile takes precedence over the team profile, which takes precedence over the site profile, which takes precedence over the system default. in context
• A multimedia profile assigned directly to an agent takes precedence over profiles assigned to the agent's team or site. in context
• Multimedia profiles come in three types: Blended, Blended Real-time and Exclusive. Exclusive profiles handle one contact at a time, with voice prioritised first. in context
• Voice capacity in a multimedia profile is at most 1. Blended and Exclusive profiles allow 0 or 1, and Blended Real-time requires one mandatory real-time channel. in context
• An agent whose effective multimedia profile has voice capacity 0 will never be offered voice contacts, even while Available and logged in to a team assigned to the queue. inferred in context
• A Blended multimedia profile allows voice 0 to 1 and chat, email and social 0 to 5 each. in context
• The Default_Telephony_Profile sets voice to 1 and chat, email and social to 0, while the Default_Multimedia_Profile sets voice to 1 and chat, email and social to 5. in context
• An Exclusive multimedia profile lets an agent handle one contact at a time, with a fixed priority of voice, then chat, then email, then social. in context
• A multimedia profile assigned to an agent overrides the team's profile, and the team's profile overrides the site's profile. in context
• For agents to see the Queued tab for manual assignment of digital contacts, the chat, email and social values in the multimedia profile must all be non-zero. in context
• An agent whose effective multimedia profile is Default_Telephony_Profile, or any profile with zero chat, email or social capacity, should not be offered contacts of that channel, making the effective profile a first check when chats or emails are not offered. inferred in context
• In a Blended multimedia profile, the configurable simultaneous-contact ranges are Voice 0-1, and Chat/Email/Social Channel each 0-5. in context
• The built-in Default_Telephony_Profile (auto-assigned to every site, cannot be edited or deleted) has Voice=1 and Chat=Email=Social=0, meaning only voice calls are handled by default. in context
• An Exclusive multimedia profile lets an agent handle exactly 1 contact at a time and uses a fixed channel priority order of voice, then chat, then email, then social — a queued voice contact is routed ahead of an already-queued chat contact. in context
• Multimedia profile precedence is: a profile assigned directly to an individual agent overrides 1 assigned to the agent's team, which in turn overrides the profile assigned to the site. in context

Cite this source record

APA

WarmTransfer. (2025, December 18). Manage multimedia profiles. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nje7dhdb-wxcc-multimedia-profiles

BibTeX

@misc{warmtransfer-cisco-help-nje7dhdb-wxcc-multimedia-profiles,
  title  = {Manage multimedia profiles},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nje7dhdb-wxcc-multimedia-profiles},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}