Source record · tier 2 current vendor documentation

Webex Contact Center Architecture

Publisher: Cisco Systems, Inc. (Webex Help Center)
URL: https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture
Published: 2026-09-03
Updated: unknown
Accessed: 2026-09-05
HTTP status: 200
License: Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

Cisco states Webex Contact Center maintains PCI DSS, HIPAA, SOC 2 and ISO 27001 compliance and encrypts stored data at the storage layer. in context
Webex Contact Center is built as independent, event-driven, stateless services deployed in Kubernetes containers on AWS infrastructure. in context
Webex Contact Center services run in AWS regions in the US, Canada, UK, Frankfurt, Tokyo, Sydney, Singapore and India, with media edge and ingress kept regional. in context
Webex Contact Center Voice Ingress Services perform third-party call control using SIP, with PSTN available via Webex Calling PSTN services or local gateway deployments. in context
Cisco states that parts of the Webex Contact Center system or certain capabilities can be selectively disabled for all customers or select customers to minimize cascading effects of a failure. in context
Cisco describes a Disaster Recovery and Business Continuity process for Webex Contact Center that detects a large-scale outage within a region and puts steps in place to recover services for customers on board in that region. in context
Cisco states that Webex Contact Center services are deployed in three separate availability zones within an AWS region, each a different physical location with independent utilities. in context
Webex Contact Center and Webex Calling share a global network of edge access services for routing calls into the Webex cloud. in context
The current Webex Contact Center architecture article's multi-region regional media table lists locations under 'Media Edge (Webex Calling Edge)' and 'Next Generation Media Services (AWS Region)' columns. in context
Calls are routed into Webex Contact Center using Webex Calling PSTN services, which do not require a Webex Calling subscription. in context
All new Webex Contact Center subscriptions include Webex Calling PSTN services, which are automatically added to every order. in context
Agent Desktop is a micro-frontend single-page application that hosts widgets built on a web components architecture. in context
The architecture article lists these supported channels: telephony, email, WhatsApp, Facebook Messenger, SMS, Apple Messages for Business and web chat. in context
The architecture article says calls reach Webex Contact Center over Webex Calling PSTN services, and that this does not require a Webex Calling subscription. in context
Webex Contact Center is deployed in Amazon Web Services (AWS). in context
The architecture article lists Webex Contact Center regions as US-East (N. Virginia), US-West (N. California), Canada (Central), UK (London), Europe (Frankfurt) and Asia Pacific (Tokyo, Sydney, Singapore, India). in context
Webex Contact Center and Webex Calling share a global network of edge access services, which the setup wizard calls Common Edge. in context
The architecture article calls the voice IVR flow tool 'Flow Builder', but the dedicated help article calls it Flow Designer, and 'Flow Builder' is the name used for Webex Connect digital flows. The architecture wording is probably older or loose naming, not a separate product. inferred in context
Webex Contact Center uses circuit breakers and kill switches that let Cisco disable selected capabilities for all or selected customers to limit cascading failures. in context
Webex Contact Center runs periodic tests whose failures raise alerts that are handled as real customer-impacting incidents. in context
All Webex Contact Center services and infrastructure components are deployed across three AWS availability zones, each a separate physical location in the region with independent utilities. in context
Calls reach Webex Contact Center through Webex Calling PSTN services, which do not require a Webex Calling subscription, and all new Webex Contact Center subscriptions include Webex Calling PSTN services. in context
Webex Contact Center can keep media within the local region where its voice media edge and ingress services run, which Cisco hosts in several AWS regions including the US, Canada, UK, Europe, Asia Pacific and India. in context
Cisco states that calls are routed into Webex Contact Center using Webex Calling PSTN services, which all new Webex Contact Center subscriptions include. in context
Cisco's architecture article describes the phone number as the key configuration of a voice entry point, typically a valid PSTN number from the chosen PSTN provider. in context
Voice calls are routed into Webex Contact Center using Webex Calling PSTN services and Webex edge access services, then answered by voice ingress services that run the flow assigned to the entry point. in context
A defensible isolation order for an inbound failure is: confirm the PSTN path works with a plain Webex Calling number, check trunk status for Local Gateway, confirm the DN is mapped to the intended entry point, then confirm the entry point's flow and version label and review the flow debug path. inferred in context
The architecture article lists Webex Contact Center AWS regions as US (N. Virginia and N. California), Canada (Central), UK (London), Europe (Frankfurt) and Asia Pacific (Tokyo, Sydney, Singapore and India). in context
Cisco states the three-zone deployment makes Webex Contact Center resilient to an availability-zone failure and that failed instances are replaced automatically. in context
Cisco's business continuity section describes the three availability zones within an AWS region as separate physical locations with independent utilities. in context
Cisco states it has documented and regularly validated recovery procedures intended to detect and recover from a large-scale outage within a Webex Contact Center region. in context
When Agent Desktop loses connectivity to its WebSocket interface, the loss is detected and the desktop attempts to reconnect and re-login. in context
Webex Contact Center supports keeping voice media within the local region for regions where its voice media edge and ingress services run. in context
Cisco's public Webex Contact Center architecture and data-security articles do not publish RTO or RPO targets or describe automatic tenant failover to a second region. inferred in context
Webex Contact Center runs internal and external probes and periodic tests against its services and infrastructure, and failures trigger alerts that are handled as proactive incidents. in context
Cisco's reviewed public documentation does not state what happens to calls already waiting in a Webex Contact Center queue if a whole region fails. inferred in context
Webex Contact Center and Webex Calling share a global network of edge access services for voice ingress. in context
All Webex Contact Center services and infrastructure components are deployed across three AWS availability zones. in context
Webex Contact Center voice ingress services perform third-party call control over SIP, answering the incoming call and performing transfer, conference and other call control operations. in context
The Webex Contact Center Architecture article publishes a table of media edge regions: US (Chicago, Dallas, Los Angeles, New Jersey media edge cities), Canada (Vancouver, Toronto), Brazil (Sao Paulo), Europe (Frankfurt, Amsterdam), United Kingdom (Manchester, London), India (Mumbai), Singapore, Japan (Tokyo, Osaka), Australia (Melbourne, Sydney), and Middle East & Africa (South Africa/Cape Town, UAE). in context
For multinational deployments, Webex Contact Center is architected to keep voice media local to the region where the customer's and agents' voice media edge/ingress services run, rather than backhauling all media to 1 region. in context
As of a September 3, 2026 change-log entry, Cisco removed Saudi Arabia from the 'Next Generation Media Services (AWS Region)' column of the Webex Contact Center Architecture regions table, while Saudi Arabia remains listed for general Webex CC Services in that region. in context
An entry point carries no static mapping to a queue; the flow attached to it decides whether and where a contact is queued. inferred in context
The entry point is the configuration object a call arrives on, and for voice its key configuration is the telephone number associated with it. in context
The entry point is spelled 3 ways across the documents that describe it and within single documents: Entrypoint, EntryPoint and Entry Point. field report in context
Entry points and queues are organisation-wide objects, outside the site and team hierarchy that scopes agents and supervisors. in context

Cite this source record

APA

WarmTransfer. (2026, September 3). Webex Contact Center Architecture. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-utqcm7-wxcc-architecture

BibTeX

@misc{warmtransfer-cisco-help-utqcm7-wxcc-architecture,
  title  = {Webex Contact Center Architecture},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-utqcm7-wxcc-architecture},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}