Connection settings for Cisco Webex Contact Center

Publisher

Calabrio (Webex WFO Help Center)

URL

https://wfohelp.com/doc/Content/user-guides/application-management/acd-config-cisco-webex-cc.htm

Published

unknown

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

proprietary; no-redistribution; short excerpts and locators only

Source notes citing this source

• The older Cisco Webex Contact Center connection page gives a default Capture Delay of 120 minutes because historical data may not be available for up to 120 minutes after an interval ends. in context
• The older Cisco Webex Contact Center connection page says Calabrio ONE refers to Webex Contact Center as Cisco Customer Journey Platform and offers a Webex Contact Center 1.0 check box. in context
• The older Cisco Webex Contact Center integration does not support the ACD Filtering feature. in context
• The older Cisco Webex Contact Center connection page states that Calabrio ONE does not preserve the relationship between Webex Contact Center users and teams. in context
• If the agent role is removed from a WFO user synced with a contact-center-enabled Webex CC user, the agent role is reassigned at the next sync. in context
• The WFO connection documentation refers to Webex Contact Center as Cisco Customer Journey Platform (CJP), so the connector may be labelled CJP in the WFO platform. in context
• When a user is deleted in Webex Contact Center, the synced WFO user is deactivated rather than deleted. in context
• Historical data from Webex Contact Center may not be available to the WFO platform for up to 120 minutes after an interval ends. in context
• An agent missing from Webex WFO is most likely explained, in order, by User Sync being disabled, the next sync interval not having elapsed, the agent being Not Active in Webex CC, or the agent existing in QM but not created in WFM, since these are the documented sync gates. inferred in context
• Users with a Not Active status in Webex Contact Center are not imported into the WFO platform unless they are restored. in context
• The WFO connection syncs Webex CC Queues and Outdial Queues as service queues. in context
• The WFO connection does not preserve the relationship between Webex CC users and Webex CC teams, so users must be reassigned to teams manually in the WFO platform. in context
• The WFO connection syncs Webex CC teams of any type, Capacity Based or Agent Based, as long as they are active. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Connection settings for Cisco Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/wfohelp-acd-config-cisco-webex-cc

BibTeX

@misc{warmtransfer-wfohelp-acd-config-cisco-webex-cc,
  title  = {Connection settings for Cisco Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/wfohelp-acd-config-cisco-webex-cc},
  note   = {Calabrio (Webex WFO Help Center), accessed 2026-10-01}
}