Manage desktop profiles

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles

Published

2026-09-03

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

• A Webex Contact Center agent can use an address book only after that address book has been added to the desktop profile assigned to the agent. in context
• A Webex Contact Center desktop profile is a group of permissions and desktop behaviours assigned to agents, and it is where idle codes, wrap-up codes, address books, outdial entry points and outdial ANI are granted. in context
• Desktop profile Agent DN validation is either Unrestricted, which accepts any DN, or Provisioned DN, which limits sign-in to the agent's provisioned default DN or allows any DN if none is provisioned. in context
• A desktop profile can inherit the tenant desktop inactivity timeout or set a custom value from 3 to 10,000 minutes that overrides the tenant value. in context
• A desktop profile sets wrap-up codes to Manual, where the agent enters the code, or Auto, where the system applies the default code after wrap-up. in context
• With desktop profile DN validation set to Provisioned DN, the sign-in DN is restricted to the Default DN provisioned in the agent's user settings. in context
• With desktop profile DN validation set to Unrestricted, agents can sign in with any DN through the Station Credentials prompt, but an ad hoc DN that breaks the sign-in syntax rules is rejected. in context
• When a station login is rejected for a dial number, the first things to check are the desktop profile's DN validation mode (Unrestricted syntax rules or Provisioned DN), whether the tenant Force default DN setting is on, and whether the agent has a Default DN provisioned. inferred in context
• If no Default DN is provisioned for an agent, the agent can enter any DN to sign in. in context
• The desktop profile sets which voice options an agent can use at sign-in: Agent DN, Extension, and Desktop (browser WebRTC). in context
• The Desktop (WebRTC) voice option is available to both Premium and Standard agents and needs no extra licence. in context
• A desktop profile's Desktop timeout inherits the tenant value by default and can be overridden with a custom value of 3 to 10,000 minutes. in context
• A desktop profile's wrap-up codes can be set to Manual, where the agent enters the code, or Auto, where the system enters the default wrap-up code when the agent's wrap-up completes. in context
• The desktop profile article describes one General setting that enables or disables the ability to schedule and manage callbacks for the profile. disputed in context
• The Address Book field on a desktop profile selects one address book, which holds the speed-dial numbers the agent can choose from. in context
• Buddy Teams offers three choices: Select All, Select None, or Select Specific teams. in context
• The Buddy Teams setting names the teams whose agents appear in the Agent drop-down list on Agent Desktop; agents can consult, conference and transfer calls to agents in those teams. in context
• The Consult To Queue toggle on a desktop profile lets the agent select a queue in the Queue drop-down list as the target of a consultation. in context
• A desktop profile can be activated or deactivated, and it must be inactive before it can be deleted. in context
• The Dial Pad toggle on a desktop profile allows agents to dial manually using the dial pad. in context
• The desktop profiles article has an 'Edit a desktop profile' procedure, so the Collaboration and Voice settings of an existing profile can be changed after creation. in context
• The Entry Point/Queue Transfer Targets setting specifies the entry points or queues agents can choose on Agent Desktop, with the choices Select All, Select None, or Select Specific. in context
• The Outdial toggle on a desktop profile enables agents to make outdial calls, and when it is on the administrator chooses an outdial entry point the agent uses for those calls. in context
• The Outdial ANI field on a desktop profile appears when Outdial is enabled and selects the named list of phone numbers the agent can use as caller ID for outdial calls. in context
• A desktop profile's parent type is Tenant (available to all sites) or Site (available to one site), and it cannot be changed after the profile is created. in context
• Desktop profiles are managed in Control Hub under Services > Contact Center > Desktop experience > Desktop profiles. in context
• Creating a desktop profile starts with Create desktop profile and steps through General settings, idle and wrap-up codes, Collaboration, Voice, Agent Statistics and Desktop timeout before Create. in context
• Taken together, the desktop profile is the control point for destination reach: Buddy Teams bounds which agents, Entry Point/Queue Transfer Targets bounds which queues and entry points, Consult To Queue gates queue consults, and the Address Book bounds the listed dial numbers. inferred in context
• The desktop profile's Address Book field selects the address book available to the agent. in context
• The desktop profile's Dial Pad toggle controls whether agents can dial numbers manually using the dial pad. in context
• Desktop profiles are created in Control Hub under Services > Contact Center > Desktop experience > Desktop profiles, by clicking Create desktop profile. in context
• The current Manage desktop profiles article does not document a dial plan field in the desktop profile, so where a dial plan is attached to agents in today's Control Hub is not confirmed by a fetched vendor source. inferred in context
• The desktop profile's Outdial ANI field selects the outdial ANI list of phone numbers the agent can use as caller ID for outdial calls. in context
• When Outdial is enabled in a desktop profile, the administrator chooses from a drop-down the outdial entry point the agent uses to make outdial calls. in context
• In a desktop profile's voice settings, the Outdial toggle enables the agent to make outdial calls. in context
• If manual dialing is not enabled in the agent's desktop profile, the agent is limited to numbers offered by the profile's address book and cannot type an arbitrary number. inferred in context
• The desktop profile's Outdial ANI field selects the named list of phone numbers the agent can use to make an outdial call. in context
• The current desktop profile article names the control for manual dialing 'Dial Pad': toggling it on allows agents to dial manually using the dial pad. disputed in context
• When Outdial is enabled in a desktop profile, the administrator chooses the outdial entry point that the agent uses to make outdial calls. in context
• In a desktop profile's voice settings, the Outdial toggle must be enabled for the agent to be able to make outdial calls. in context
• Webex Contact Center desktop profiles have a Last Agent Routing toggle, described only as specifying 'whether you want to keep the last routing'. in context
• The desktop profile article gives no default, channel scope or interaction with Queue To Agent for the Last Agent Routing toggle, so it is unclear whether the toggle has any effect on flow-based last-agent routing. inferred in context
• The desktop profile General settings include a Screen Popups toggle that specifies whether external pop-up screens are allowed. in context
• In a desktop profile, the Collaboration section's Microsoft Teams/Webex App settings have three toggles: Display user details in Microsoft Teams, Display user details in Webex App, and State synchronisation in Microsoft Teams/Webex App. in context
• Microsoft Teams/Webex App must be turned on at the tenant level for the State synchronization and Display user details desktop profile settings to work correctly. in context
• The desktop profile has a State synchronisation setting under Microsoft Teams/Webex App that synchronizes states between Microsoft Teams or Webex App and the Desktop. in context
• With Display user details enabled, agents can view Microsoft Teams users' presence and search them by name, department and role when initiating a consult or transfer of calls. in context
• Microsoft Teams/Webex App must be toggled ON at the tenant level for the desktop profile's State synchronization and Display user details settings to work correctly. in context
• A desktop profile's parent type (Tenant or Site) cannot be changed after creation, and a profile must be inactive before it can be deleted. in context
• Desktop profiles, under Services > Contact Center > Desktop experience > Desktop profiles, control agent sign-in voice options (Agent DN, Extension, or Desktop using WebRTC), wrap-up and idle codes, and collaboration targets. in context
• The address book an agent sees is the one chosen in the Address Book field of the agent's desktop profile; it holds the speed-dial numbers the agent can choose for outdial and consult calls. in context
• The desktop profile setting Buddy Teams (Select All, Select None or Select Specific) determines which teams' agents appear in the Agent drop-down list for consult, conference and transfer. in context
• Consult to Queue is supported only for queues that have teams serving them; consulting to a queue that only redirects to another entry point or queue produces a Consult Failed message. in context
• An agent can select a queue as a consult target only if the Consult to queue toggle is enabled in the agent's desktop profile, and the target must be an inbound queue. in context
• The desktop profile article states that if the agent selects an entry point as the consult target, the system disables the Consult button. disputed in context
• The desktop profile setting Entry Point/Queue Transfer Targets (Select All, Select None or Select Specific) determines which entry points and queues appear in the Queue drop-down list on the Agent Desktop. in context
• A Webex Contact Center desktop profile is a group of permissions and desktop behaviours assigned to specific agents, covering general settings, wrap-up and idle codes, collaborations, voice, agent statistics and desktop timeout. in context
• The agent profile field on the contact center user page and the Desktop Profile column in the bulk users CSV probably refer to the same object under an older and a newer name. inferred in context
• When a desktop profile restricts Agent DN validation to provisioned or dial-plan rules, an ad hoc DN that does not meet the sign-in syntax rules causes the agent sign-in to be rejected. in context
• A desktop profile is a separate object from a user profile: it is defined as a group of permissions and desktop behaviours assigned to agents and it specifies 6 sections, none of them supervisory. in context
• The 2 profile objects share no vocabulary: desktop profile occurs 51 times in its own article and 0 times in the supervisor article, and user profile occurs 4 times in the supervisor article and 0 times in the desktop profile article. field report in context

Cite this source record

APA

WarmTransfer. (2026, September 3). Manage desktop profiles. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nvaf71f-wxcc-desktop-profiles

BibTeX

@misc{warmtransfer-cisco-help-nvaf71f-wxcc-desktop-profiles,
  title  = {Manage desktop profiles},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nvaf71f-wxcc-desktop-profiles},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}