The entry point
Verified 2026-09-05 · 13 claims · sources tier 2 · 1 disputed
Also known as Entrypoint, channel, routing strategy.
The entry point is the configuration object a call arrives on, and for voice its key configuration is the telephone number associated with it 6. A channel is the mapping of an entry point to a dial number, and 1 entry point may carry more than 1 number 3.
How it works
Entry points and queues are organisation-wide objects, outside the site and team hierarchy that scopes agents and supervisors 8. WarmTransfer's reading of the sources is an entry point carries no static mapping to a queue; the flow attached to it decides whether and where a contact is queued 5.
Field reports suggest the entry point is spelled 3 ways across the documents that describe it and within single documents: Entrypoint, EntryPoint and Entry Point 7. In the field, the Set up a channel article's delete procedure instructs the reader to delete the call recording schedule 4.
Transfer and reporting behavior
Cisco states that a Queue Record is created when a call enters the contact centre via an entry point, and that when the contact flow changes because of a blind or consult transfer to an agent, a number, a queue or an entry point, the current record ends and a new record starts 11. Cisco states that several records may be created for a single interaction when a call is routed between queues or entry points, whether by flow configuration or by an agent's transfer 9.
See also
See also The Queue Record and what a queue counts at a transfer. See also What happens to a flow when a contact is transferred to an entry point.
Applicability
Across the claims in this article, the evidence covers Cisco Webex Contact Center, verified as of 2026-09-05. The deployment model is not covered by any claim in this article.
What remains uncertain
No source states whether transferring a contact to an entry point re-runs that entry point's routing strategy from the start or enters its flow part way through 10. What an entry point transfer does to the Customer Session Record is not covered by any claim in this article. Whether a supervisor's monitoring survives a transfer to an entry point is not covered by any claim in this article. The number of entry points a tenant may have and numbers per entry point are not covered by any claim in this article.
See also
Documents models for
- The Queue Record and what a queue counts at a transfer — A transfer to an entry point ends one record and starts another
Related to
- What an agent can do on a call and what the desktop withdraws — The transfer target whose flow variables drop on a type mismatch
- Who can change a recording and what happens at a transfer — The flow an entry point attaches to
Referenced by
- What happens to a flow when a contact is transferred to an entry point — Answers by mechanism what that packet recorded as unstated
Claims
| # | Claim | Status | Confidence | Verified |
|---|---|---|---|---|
| 1 | No sentence in the Analyzer guide describes what happens to the Customer Session Record at a transfer to an entry point; the record-ends-and-restarts language is scoped to the Queue Record. Cisco Webex Contact Center Analyzer User Guide · Appendix, key aspects of Queue Records and the Customer Session Repository section, counted against the rendered article | fact | 0.90 | 2026-09-05 |
| 2 | Blind transfer count carries 4 definitions across 3 record types in the Analyzer appendix, and the Queue Record section defines it twice. Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository, Agent Session Repository and Queue Record tables | disputed | 0.60 | 2026-09-05 |
| 3 | A channel is the mapping of an entry point to a dial number, and one entry point may carry more than one number. Set up a channel · Set up a channel, channel definition | fact | 0.90 | 2026-09-05 |
| 4 | The Set up a channel article's delete procedure instructs the reader to delete the call recording schedule. Set up a channel · Set up a channel, delete a channel | field-pattern | 0.90 | 2026-09-05 |
| 5 | An entry point carries no static mapping to a queue; the flow attached to it decides whether and where a contact is queued. Webex Contact Center Architecture · Webex Contact Center Architecture and Set up routing strategies | inference | 0.60 | 2026-09-05 |
| 6 | The entry point is the configuration object a call arrives on, and for voice its key configuration is the telephone number associated with it. Webex Contact Center Architecture · Webex Contact Center Architecture, Entrypoint | fact | 0.90 | 2026-09-05 |
| 7 | The entry point is spelled 3 ways across the documents that describe it and within single documents: Entrypoint, EntryPoint and Entry Point. Webex Contact Center Architecture · Webex Contact Center Architecture, Set up a channel and the Analyzer guide | field-pattern | 0.90 | 2026-09-05 |
| 8 | Entry points and queues are organisation-wide objects, outside the site and team hierarchy that scopes agents and supervisors. Webex Contact Center Architecture · Webex Contact Center Architecture, configuration objects | fact | 0.90 | 2026-09-05 |
| 9 | Cisco states that several records may be created for a single interaction when a call is routed between queues or entry points, whether by flow configuration or by an agent's transfer. Cisco Webex Contact Center Analyzer User Guide · Standard Queue Record Fields and Measures, key aspects of Queue Records | fact | 0.90 | 2026-09-05 |
| 10 | No source states whether transferring a contact to an entry point re-runs that entry point's routing strategy from the start or enters its flow part way through. Set up routing strategies · Set up routing strategies, Set up a channel, the architecture article and the Analyzer guide, counted against the rendered article | fact | 0.90 | 2026-09-05 |
| 11 | Cisco states that a Queue Record is created when a call enters the contact centre via an entry point, and that when the contact flow changes because of a blind or consult transfer to an agent, a number, a queue or an entry point, the current record ends and a new record starts. Cisco Webex Contact Center Analyzer User Guide · Standard Queue Record Fields and Measures, key aspects of Queue Records | fact | 0.90 | 2026-09-05 |
| 12 | Going to another flow allows variables to be mapped by hand, where going to an entry point carries global variables only when name and data type both match. Build and manage flows with Flow Designer · Flow Designer, GoTo activity, Go to Flow against Go to Entry Point | fact | 0.90 | 2026-09-05 |
| 13 | A transfer to an entry point runs that entry point's routing strategy afresh rather than continuing the transferring flow. Build and manage flows with Flow Designer · Flow Designer, Entry point routing strategies and the GoTo activity and the blind transfer DNIS passage | inference | 0.60 | 2026-09-05 |
Sources
Build and manage flows with Flow Designer
Cisco Webex Contact Center Analyzer User Guide
Set up a channel
Set up routing strategies
Webex Contact Center Architecture
Cite this page
APA
WarmTransfer. (2026, September 5). The entry point. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-entry-point-artefacts
BibTeX
@misc{warmtransfer-wxcc-entry-point-artefacts,
title = {The entry point},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/wxcc-entry-point-artefacts},
note = {Verified 2026-09-05}
}