Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77

Published

unknown

Updated

unknown

Accessed

2026-09-15

HTTP status

200

License

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

Claims citing this source

• The array naming the agents who handled a task cannot be mapped into Webex WFO as custom metadata because lists and arrays are not supported. fact in context
• Webex WFO creates a separate contact for each agent who handles a call and gives every derivative leg the same associated contact identifier. fact in context
• Automatic pause and resume is unavailable in this integration because the media signal that would drive it does not pass through Webex WFO. fact in context
• Recording the segments of a complex call requires 3 settings enabled by Cisco: segment recording and consult leg recording by a Cisco technical representative inside Webex Contact Center and complex calls by Cisco Technical Support inside Webex WFO. fact in context
• During a consultation Webex Contact Center records the customer only and not the agents while during a conference it records both the customer and the agents. fact in context
• The integration guide states no retention period for a recording: the word retention occurs once and describes agent retention rather than data. fact in context
• A hold or pause is rendered into the artefacts rather than flagged: Webex WFO inserts silence into the audio recording and a blank screen into the screen recording. fact in context
• The associated contact identifier is consistent across every leg of a voice call and across every leg of a text conversation and differs between the 2 for one customer journey. fact in context
• The integration guide's table of supported complex call types marks a park as not supported. disputed in context
• Parking a call ends a contact and retrieving a parked call creates a new one. fact in context
• Screen recording is supported for the first agent in a call and is not supported for transferred call legs. fact in context
• The integration segments a call differently for each of 6 named shapes: a transfer produces one contact per transfer a conference produces 2 a consult produces 2 with different spans a park ends one contact and starts another and cold and warm describe both transfers and conferences. fact in context
• If a chat or text conversation is transferred to a third-party organisation Webex WFO holds only the portion before the transfer. fact in context
• The consultation portion of a warm transfer or conference is included in contact recordings. disputed in context

Cite this source record

APA

WarmTransfer. (2026, September 15). Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-pdf-wfo-wxcc-integration-new-wfm

BibTeX

@misc{warmtransfer-cisco-pdf-wfo-wxcc-integration-new-wfm,
  title  = {Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-pdf-wfo-wxcc-integration-new-wfm},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-15}
}