Webex contact center

See also

Sources

1. 1
   The Webex AI Agent transparency disclosure is configured at the AI agent level and applies to both scripted and autonomous AI agents.

   What's new for administrators in Webex Contact Center · What's New entry 'AI Transparency Compliance: Disclosure Notice for Webex AI Agent' (July 31, 2026) · Checked 2026-09-30
2. 2
   On digital channels, the Webex AI Agent transparency note is shown once at the start of the AI-agent session with the first AI-generated response.

   Webex AI Agent Studio Administration guide · section 'Update autonomous AI agent profile', AI transparency settings · Checked 2026-09-30
3. 3
   In European regions the Webex AI Agent transparency disclosure is enabled by default, and administrators who disable it must acknowledge the risks and add audit comments before opting out.

   What's new for administrators in Webex Contact Center · What's New entry 'AI Transparency Compliance: Disclosure Notice for Webex AI Agent' (July 31, 2026) · Checked 2026-09-30
4. 4
   Outside European regions, Webex AI Agent administrators choose whether to enable the AI transparency disclosure and can configure its message; Cisco recommends enabling it as a best practice.

   Webex AI Agent Studio Administration guide · section 'Update autonomous AI agent profile', AI transparency settings · Checked 2026-09-30
5. 5
   Webex AI Agent can play an AI transparency disclosure on voice channels that callers cannot interrupt and that plays before the welcome message.

   What's new for administrators in Webex Contact Center · What's New entry 'AI Transparency Compliance: Disclosure Notice for Webex AI Agent' (July 31, 2026) · Checked 2026-09-30
6. 6
   Control Hub can add contact center users manually (up to 25 at a time), by CSV (up to 1,000 users) or by automatic license assignment of a Standard or Premium license.

   Ways to Add Users for Webex Contact Center · introduction and methods list · Checked 2026-09-30
7. 7
   Agent Desktop is a micro-frontend single-page application that hosts widgets built on a web components architecture.

   Webex Contact Center Architecture · Functional Components section, Agent Desktop · Checked 2026-09-30
8. 8
   An entry dated 2026-09-08 on the administrators' What's New page says the Webex AI Agent engine moved from GPT-4.1 to GPT-5.4.

   What's new for administrators in Webex Contact Center · entry dated September 08, 2026, 'New AI engine for Webex AI Agent' · Checked 2026-09-30
9. 9
   Webex Contact Center API integrations use scopes such as cjp:config and cjp:config_read. The blog's example endpoint is on the US1 host api.wxcc-us1.cisco.com.

   Navigating Webex Contact Center API Authentication with Ease · scopes section and example request · Checked 2026-09-30
10. 10
    A 2024 Cisco developer blog says Webex Contact Center OAuth integration access tokens expire after 14 days and refresh tokens after 90 days, and that refreshing the access token restarts the refresh token's 90-day window.

    Navigating Webex Contact Center API Authentication with Ease · token lifetime paragraph · Checked 2026-09-30
11. 11
    The architecture article lists these supported channels: telephony, email, WhatsApp, Facebook Messenger, SMS, Apple Messages for Business and web chat.

    Webex Contact Center Architecture · Functional Components section, Media Types · Checked 2026-09-30
12. 12
    The architecture article says calls reach Webex Contact Center over Webex Calling PSTN services, and that this does not require a Webex Calling subscription.

    Webex Contact Center Architecture · Functional Components section, Media Types, PSTN paragraph · Checked 2026-09-30
13. 13
    Webex Contact Center is deployed in Amazon Web Services (AWS).

    Webex Contact Center Architecture · Deployment and Connectivity section · Checked 2026-09-30
14. 14
    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).

    Webex Contact Center Architecture · Deployment and Connectivity section, sentence beginning 'Webex CC is deployed in AWS and is currently available in the following regions' · Checked 2026-09-30
15. 15
    The data sheet prose says Flex Plan Contact Center is sold only as a concurrent-agent buying model for all three deployment models.disputed

    Cisco Collaboration Flex Plan Contact Center Data Sheet · buying models paragraph · Checked 2026-09-30
16. 16
    Table 2 of the same data sheet marks both Concurrent Agent and Named Agent as available for Standard and Premium. This contradicts the data sheet's own prose.disputed

    Cisco Collaboration Flex Plan Contact Center Data Sheet · Table 2 · Checked 2026-09-30
17. 17
    Webex Contact Center and Webex Calling share a global network of edge access services, which the setup wizard calls Common Edge.

    Webex Contact Center Architecture · Functional Components section, Media Types · Checked 2026-09-30
18. 18
    The Country of Operation chosen in the setup wizard's Contact Center tab decides which data center hosts the tenant: the system creates it in the data center closest to that country.

    Data Locality in Webex Contact Center · sentence beginning 'When you pick a Country of Operation in the set up wizard' · Checked 2026-09-30
19. 19
    The data locality article lists Webex Contact Center data center locations in the United States, Canada, the United Kingdom, Germany, Singapore, Australia, Japan and India.

    Data Locality in Webex Contact Center · data center locations list · Checked 2026-09-30
20. 20
    The digital channels setup sequence is: provision digital services in Control Hub and authorize the node in Webex Connect; create multimedia profiles, sites, teams and users; configure channel assets in Webex Connect and register them in Contact Center; create entry points and queues with the channel type; design templates in Webex Engage; then build the flows in Webex Connect.

    Set up digital channels in Webex Contact Center · setup task list, steps 1 to 6 · Checked 2026-09-30
21. 21
    Digital channels for Webex Contact Center (Facebook Messenger, live chat, email, SMS, Apple Messages for Business, WhatsApp) are configured through Webex Connect, and their flows are built in Webex Connect rather than in Flow Designer.

    Set up digital channels in Webex Contact Center · overview and setup steps (final step 'Create flows in Webex Connect') · Checked 2026-09-30
22. 22
    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

    Webex Contact Center Architecture · Functional Components section, sentence beginning 'The Flow Builder in Webex CC allows developers to define the flow' · Checked 2026-09-30
23. 23
    Flow Designer is the Webex Contact Center tool for routing real-time calls. It is opened in Control Hub under Contact Center > Customer Experience > Flows.

    Build and manage flows with Flow Designer · introduction and navigation paragraph · Checked 2026-09-30
24. 24
    Flow Designer has no version control feature. The flow version number counts how many times the flow has been published, and version labels can be applied.

    Build and manage flows with Flow Designer · flow versioning section · Checked 2026-09-30
25. 25
    Flow Designer has main flows, event flows (asynchronous flows triggered while the main flow runs) and reusable subflows.

    Build and manage flows with Flow Designer · flow types section · Checked 2026-09-30
26. 26
    Flow Designer undo and redo covers the last 10 canvas actions.

    Build and manage flows with Flow Designer · canvas actions, undo/redo · Checked 2026-09-30
27. 27
    For concurrent-agent licensing, usage is the highest number of agents signed in at the same time. An agent counts if signed in for at least one minute in each of four consecutive 15-minute sampling periods.

    Webex Contact Center license consumption and reporting · Concurrent agents section · Checked 2026-09-30
28. 28
    For named-agent licensing, one license counts for every agent who signs in to Webex Contact Center during the month, measured from the subscription billing date.

    Webex Contact Center license consumption and reporting · Named agents section · Checked 2026-09-30
29. 29
    In one billing cycle an agent counts as one license. If the agent counts as Premium at any point in that cycle, they count as Premium for the whole cycle. Premium licenses can stand in for Standard licenses to reduce Standard overage.

    Webex Contact Center license consumption and reporting · license substitution and billing-cycle counting paragraphs · Checked 2026-09-30
30. 30
    The license consumption article names these license types: Standard Agent, Premium Agent, IVR ports, AI Agent, AI Assistant, the AI Assistant and QM bundle, and IVR Outbound Campaign.

    Webex Contact Center license consumption and reporting · license types covered · Checked 2026-09-30
31. 31
    The limits are 6,000 active entry points and 1,000 outdial entry points.

    System limits in Webex Contact Center · limits table, entry point rows · Checked 2026-09-30
32. 32
    The limits are 2,000 concurrent call monitoring sessions, 1,000 concurrent supervisor sessions and 3,000 supervisors.

    System limits in Webex Contact Center · limits table, monitoring and supervisor rows · Checked 2026-09-30
33. 33
    The queue limits are 500 for the skill-based routing type and 10,500 for the team-based routing type.

    System limits in Webex Contact Center · limits table, queue rows 'Skill-based routing type' and 'Team-based routing type' · Checked 2026-09-30
34. 34
    A queue can have at most 20 call recording schedules.

    System limits in Webex Contact Center · limits table, 'Call recording schedules per queue' · Checked 2026-09-30
35. 35
    Flow Designer enforces self-loop limits per activity: 100 for Queue Contact, 1,500 for Advanced Queue Information and 750 for Escalate Call Distribution Group.

    System limits in Webex Contact Center · Flow Designer self-loop limits table · Checked 2026-09-30
36. 36
    The limits are 300 active sites, 3,000 agent-based teams, 50 active capacity-based teams and 50 teams per user.

    System limits in Webex Contact Center · limits table, sites and teams rows · Checked 2026-09-30
37. 37
    The limits are 1,000 active skills, 9,000 skill profiles and at most 50 skills in one skill profile.

    System limits in Webex Contact Center · limits table, skills rows · Checked 2026-09-30
38. 38
    The system limit is 20,000 active users per Webex Contact Center organization.

    System limits in Webex Contact Center · limits table, Users row 'Active users' · Checked 2026-09-30
39. 39
    The administrators' What's New page records removal of features from the Management Portal dated 2026-04-30, including routing strategies, audit trail and call recording schedules. The page gives no end-of-life date for the portal itself.

    What's new for administrators in Webex Contact Center · entry dated April 30, 2026 on Management Portal feature removal · Checked 2026-09-30
40. 40
    Setup articles that still send administrators to the Management Portal, such as step 2 of the digital channels setup, may be out of date for configuration Cisco has moved into Control Hub.inferred

    What's new for administrators in Webex Contact Center · entry dated April 30, 2026, compared with cisco-help-n954r0k-wxcc-set-up-digital-channels step 2 · Checked 2026-09-30
41. 41
    The next generation media platform is the default for all new Webex Contact Center trials and subscriptions during activation.

    Set up voice channels for Webex Contact Center · voice platform statement near the top of the article · Checked 2026-09-30
42. 42
    In the 2021 data sheet, Premium Agent includes all Standard Agent features and adds chat and email, multi-channel reporting and analytics, and supervisor monitoring and barge-in.

    Cisco Collaboration Flex Plan Contact Center Data Sheet · Premium Agent description paragraph · Checked 2026-09-30
43. 43
    Webex Contact Center PSTN, sold by Cisco as a bundle with Webex Contact Center, is available only to customers in the contiguous United States and Canada.

    Set up voice channels for Webex Contact Center · PSTN options section, Webex Contact Center PSTN · Checked 2026-09-30
44. 44
    Cisco Calling Plans are listed as a bundled PSTN option for Webex Contact Center voice channels.

    Set up voice channels for Webex Contact Center · PSTN options section, Cisco Calling Plan · Checked 2026-09-30
45. 45
    Webex Cloud Connected PSTN (CCP) is a PSTN option for Webex Contact Center voice, with connectivity in over 65 countries through Certified Calling Providers.

    Set up voice channels for Webex Contact Center · PSTN options section, Cloud Connected PSTN · Checked 2026-09-30
46. 46
    The Webex Calling Local Gateway lets a Webex Contact Center customer keep its existing on-premises PSTN carrier, with access in over 140 markets.

    Set up voice channels for Webex Contact Center · PSTN options section, Local Gateway · Checked 2026-09-30
47. 47
    Supported agent calling devices include a Webex Calling desk phone, the Webex App with Webex Calling (computer audio), the Webex App for mobile and a Microsoft Teams softphone. At sign-in the agent enters an extension or dial number as station credentials.

    System requirements for Webex Contact Center Desktop · Agent Desktop supported devices section · Checked 2026-09-30
48. 48
    The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+. Cisco recommends the latest stable versions.

    System requirements for Webex Contact Center Desktop · Supported browsers table, Minimum column · Checked 2026-09-30
49. 49
    The Agent Desktop system requirements table gives network bandwidth as a 10 Mbps minimum.disputed

    System requirements for Webex Contact Center Desktop · requirements table, Network row, Minimum column · Checked 2026-09-30
50. 50
    The same system requirements page also says optimal performance needs a high-speed connection with a minimum recommended bandwidth of 512 kbps.disputed

    System requirements for Webex Contact Center Desktop · 'Optimal performance' bullet · Checked 2026-09-30
51. 51
    Agent Desktop needs at least 4 GB of RAM. 8 GB or more is recommended.

    System requirements for Webex Contact Center Desktop · requirements table, Memory row · Checked 2026-09-30
52. 52
    Agent Desktop is supported on VDI, but WebRTC (browser-based agent audio) is not supported on VDI.

    System requirements for Webex Contact Center Desktop · VDI note in system requirements · Checked 2026-09-30
53. 53
    The Contact Center Service Administrator can administer all Webex Contact Center features and assign or remove licenses, but cannot add or remove users from the organization. The customer Full Administrator can.

    Webex Contact Center administrator roles and privileges · roles table, Full Administrator and Contact Center Service Administrator rows · Checked 2026-09-30
54. 54
    The Provisioning Administrator role exists only in partner organizations. It can administer Contact Center features but cannot manage users.

    Webex Contact Center administrator roles and privileges · roles table, Provisioning Administrator row · Checked 2026-09-30
55. 55
    In Control Hub the Supervisor role can reach only business hours (shifts, holidays and overrides).

    Webex Contact Center administrator roles and privileges · roles table, Supervisor row · Checked 2026-09-30
56. 56
    After a trial or subscription order, an administrator configures the contact center tenant with the Services setup wizard in Control Hub (admin.webex.com). The wizard appears on every Control Hub visit until setup completes successfully.

    Get started with Webex Contact Center · Services setup wizard section · Checked 2026-09-30
57. 57
    The setup wizard runs Summary, then Calling Setup, then Contact Center Setup (SIP address, country or region, time zone), then Review, then Download Order Summary.

    Get started with Webex Contact Center · numbered procedure under the setup wizard section · Checked 2026-09-30
58. 58
    In the 2021 Flex Plan Contact Center data sheet, Standard Agent is aimed at voice-only centers. It covers the browser agent desktop, inbound and outbound voice, call recording, touch-tone IVR, web and voice callbacks, and standard CRM connectors.

    Cisco Collaboration Flex Plan Contact Center Data Sheet · Standard Agent description paragraph · Checked 2026-09-30
59. 59
    On 2026-09-17 WhatsApp and Facebook Messenger asset configuration became available directly in Control Hub.

    What's new for administrators in Webex Contact Center · entries dated September 17, 2026 · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Webex contact center. WarmTransfer. https://warmtransfer.net/knowledge/webex-contact-center

@misc{warmtransfer-webex-contact-center,
  title  = {Webex contact center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-contact-center},
  note   = {Verified 2026-09-30}
}