# The entry point

Canonical: https://warmtransfer.net/knowledge/wxcc-entry-point-artefacts

Last verified: 2026-09-05

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](https://warmtransfer.net/knowledge/wxcc-queue-record-fields).
See also [What happens to a flow when a contact is transferred to an entry point](https://warmtransfer.net/knowledge/wxcc-routing-strategy-reruns).

## Applicability

Applies to: Cisco Webex Contact Center. Sources checked 2026-09-05.

## 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 the sources below. Whether a supervisor's monitoring survives a transfer to an entry point is not covered by the sources below. The number of entry points a tenant may have and numbers per entry point are not covered by the sources below.

## Sources

[^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. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Appendix, key aspects of Queue Records and the Customer Session Repository section, counted against the rendered article. Checked 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 (disputed). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Appendix, Customer Session Repository, Agent Session Repository and Queue Record tables. Checked 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. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel, channel definition. Checked 2026-09-05.
[^4]: The Set up a channel article's delete procedure instructs the reader to delete the call recording schedule (field report). Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel, delete a channel. Checked 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 (inferred). Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture), Webex Contact Center Architecture and Set up routing strategies. Checked 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. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture), Webex Contact Center Architecture, Entrypoint. Checked 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 (field report). Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture), Webex Contact Center Architecture, Set up a channel and the Analyzer guide. Checked 2026-09-05.
[^8]: Entry points and queues are organisation-wide objects, outside the site and team hierarchy that scopes agents and supervisors. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture), Webex Contact Center Architecture, configuration objects. Checked 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. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Standard Queue Record Fields and Measures, key aspects of Queue Records. Checked 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. Source: [Set up routing strategies](https://help.webex.com/en-us/article/nfrs2adb/Set-up-routing-strategies), Set up routing strategies, Set up a channel, the architecture article and the Analyzer guide, counted against the rendered article. Checked 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. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Standard Queue Record Fields and Measures, key aspects of Queue Records. Checked 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. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow Designer, GoTo activity, Go to Flow against Go to Entry Point. Checked 2026-09-05.
[^13]: A transfer to an entry point runs that entry point's routing strategy afresh rather than continuing the transferring flow (inferred). Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow Designer, Entry point routing strategies and the GoTo activity and the blind transfer DNIS passage. Checked 2026-09-05.