Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect

Publisher

Cisco Systems, Inc. (cisco.com)

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/ucce_b_1501_features-guide/rcct_m_150_digital-channels-integration-using-webex-connect.html

Published

2026-07-31

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

• In CCE, the 25 MB scanning-service cap is not enforced on Apple Messages for Business, which allows uploads up to 100 MB to meet Apple's Messaging Service Provider requirements, and files over 100 MB are rejected. in context
• In CCE Apple Messages for Business, when an agent sends several attachments at once the agent sees a confirmation but the customer receives only one of them. in context
• For CCE Apple Messages for Business attachments, Cisco relies on Apple to maintain compliance and protect against malware attachments. in context
• To show the dropped file name, custom or existing CCE flows must include the logic from the 'Evaluate MalwareScan Compliance' node of the CCE template flow. in context
• In CCE template flows, a customer who sends an infected attachment is told it was dropped because it contains malicious data, and Agent Desktop shows the file as blocked or dropped with no download option. in context
• In CCE email, when malicious attachments are detected the email body still reaches the agent and only the attachments are removed. in context
• In CCE, the dropped file name appears in rejection messages only for Email and WhatsApp, not for Live Chat, SMS, Facebook Messenger or Apple Messages for Business. in context
• In CCE, malware scanning is enabled by default for attachments received across all digital channels via Webex Connect. in context
• In CCE, files detected as malware are not stored on the Webex Connect platform. in context
• In CCE, a customer whose attachment exceeds 25 MB is told the attachment(s) could not be processed at the moment. in context
• In CCE, a customer attachment over 25 MB is not sent to the agent; Agent Desktop marks it as could-not-be-scanned and dropped, with no download option. in context
• In CCE sensitive-data redaction, a supported file that contains images, such as a PDF with images, is dropped. in context
• In CCE sensitive-data redaction, attachments of file types not in the supported file types table are dropped during transmission. in context
• For CCE digital channels through Webex Connect, Cisco's PCI and anti-malware scanning service enforces a per-file attachment size of 25 MB or less, on top of each channel's own size limits. in context
• In CCE, attachments are scanned for malware first, and only attachments that pass are then scanned for PCI compliance. disputed in context
• Apple Messages for Business is exempted from the 25 MB attachment cap and allows uploads up to 100 MB to conform to Apple's requirements for messaging service providers, with files above 100 MB rejected. in context
• The Contact Center Enterprise article documents 5 Apple Messages for Business rich message types, the 4 in the cloud article plus Quick Replies, which lets agents send a pre-written question with response options. disputed in context
• A cloud Webex Contact Center deployment with digital channels enabled and a Contact Center Enterprise deployment integrated with Webex Connect cannot use the same Webex Connect instance or the same Control Hub customer organisation; Cisco directs partners to create a separate Control Hub organisation with a different administrator email as a temporary workaround. in context
• On Contact Center Enterprise, Cisco's PCI and anti-malware scanning service enforces a per-file attachment size cap of 25 MB or less, over and above any per-channel size restriction, and a larger file is not delivered to the agent. in context
• On Contact Center Enterprise, closed tasks remain in the Digital Routing service's memory for only 15 minutes and are not persisted there; the interval is a system setting that administrators cannot modify, and historical task reporting must come from the Route Call Detail and Termination Call Detail database tables instead. in context
• On Contact Center Enterprise, the Close Task webhook carries a disposition code describing why the task ended, spanning normal end, transfer, task lifetime exceeded, customer abandoned and a set of specific failure codes, and a Webex Connect flow designer can branch on that code to give different customer messaging. in context
• Because the Contact Center Enterprise node set has no queueing node while the cloud set has 1, queueing and skill selection for a Contact Center Enterprise digital task are performed by Contact Center Enterprise's own skill groups and precision queues rather than inside the Webex Connect flow. inferred in context
• Contact Center Enterprise digital-channel integration with Webex Connect requires the CCE router, logger, administration workstation and peripheral gateway, plus Cisco Finesse, Cisco IdS and Cloud Connect, to be on release 12.6(2) or higher. in context
• On Contact Center Enterprise, when a task transfer is initiated the Digital Routing service sends a TRANSFERRED webhook and waits at most 15 seconds for Webex Connect to resubmit a create-task request with the same task identifier; if it does not, the task is closed with disposition code CD_TASK_TRANSFER_TIMEOUT. in context

Cite this source record

APA

WarmTransfer. (2026, July 31). Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-ucce-1501-digital-channels-webex-connect

BibTeX

@misc{warmtransfer-cisco-ucce-1501-digital-channels-webex-connect,
  title  = {Cisco Unified Contact Center Enterprise Features Guide Release 15.0(1) - Digital Channels Integration Using Webex Connect},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-ucce-1501-digital-channels-webex-connect},
  note   = {Cisco Systems, Inc. (cisco.com), accessed 2026-09-04}
}