Multimedia profiles (Webex Contact Center)

Publisher

Cisco

URL

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

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

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

Source notes citing this source

• In a Blended multimedia profile voice can be set from 0 to 1 and chat, email and social each from 0 to 5. in context
• Webex Contact Center ships a Default_Telephony_Profile with voice 1 and chat, email and social 0, and a Default_Multimedia_Profile with voice 1 and chat, email and social 5 each. in context
• An Exclusive multimedia profile offers an agent 1 contact at a time and uses a fixed channel priority of voice, then chat, then email, then social. in context
• While handling a non-voice contact an agent can make a manual outdial call from Agent Desktop as long as the agent has a voice channel available in the multimedia profile. in context
• Multimedia profiles can be assigned to a site, a team or an individual agent, and the agent-level profile takes precedence over the team profile, which takes precedence over the site profile. in context
• Webex Contact Center multimedia profiles come in 3 types: Blended, where each channel's concurrent capacity is configurable; Blended Real-time, with 1 mandatory real-time channel (voice or chat) plus a configurable email limit; and Exclusive, 1 contact at a time. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Multimedia profiles (Webex Contact Center). WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nje7dhdb-wxcc-multimedia-profiles-c

BibTeX

@misc{warmtransfer-cisco-help-nje7dhdb-wxcc-multimedia-profiles-c,
  title  = {Multimedia profiles (Webex Contact Center)},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nje7dhdb-wxcc-multimedia-profiles-c},
  note   = {Cisco, accessed 2026-09-30}
}