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Service setup aligns with the new user experience. There are no changes to the configuration options and they remain the same as before. For more information, see the article Get Started with Cisco Webex Contact Center. 03 March 2022 Seamless Customer Upgrade Path from Cisco Customer Journey Platform (R10) or CC-One (R9) to Webex Contact Center This feature enables customers who use Cisco Customer Journey Platform (R10) or CC-One (R9) to upgrade to Webex Contact Center. Customers who enroll for this feature are provided access to a migration workspace. This workspace has the following key capabilities: Tenant Configurations: Customers can extract administrative configuration data from their legacy tenant and convert it to a format that can be used to quickly create the same configurations in Webex Contact Center. Historical Data: After customers have migrated completely to Webex Contact Center and their legacy tenants have been decommissioned, the customers can query analyzer data that was created on their legacy platform. Call Recordings: After customers have migrated completely to Webex Contact Center and their legacy tenants have been decommissioned, the customers can query and download call recordings that were created in their legacy platform. For more information, see the article Migrate from Cisco Customer Journey Platform (R10) and Cisco CC-One (R9) Releases to Cisco Webex Contact Center. Bulk Operations for Webex Contact Center Bulk Operations allows partners and customers to use CSV files to create administrative configurations for Webex Contact Center in bulk. This feature helps to automate the onboarding of new customers and allows existing customers to easily make large scale configuration updates to their tenant. For more information, see the article Bulk Operations in Webex Contact Center. 15 February 2022 Surge Protection: Maximum Concurrent Voice Calls for a Tenant This feature defines the maximum number of calls that can be active on the customer tenant. The value is termed as Maximum Concurrent Voice Contact Threshold and can be accessed on the Settings tab of the Management Portal. After the threshold is reached, any new calls are rejected until existing calls disconnect, to retain the number of concurrent calls below the threshold. The concurrent calls in the contact center include inbound calls and outdial calls (outdial calls made by agents, outbound campaign calls, and callbacks). The value of Maximum Concurrent Voice Contact Threshold is set to 30% higher than the Concurrent Voice Contact Entitlements: Maximum Concurrent Voice Contact Threshold = Concurrent Voice Contact Entitlements * 1.3 The value of Concurrent Voice Contact Entitlements is based on the following formula: Concurrent Voice Contact Entitlements = [((Number of committed Standard Agent licenses + Number of committed Premium Agent licenses) * 3) + Number of IVR Add on licenses purchased] For zero commitment subscription, the value of Concurrent Voice Contact Entitlements is: Concurrent Voice Contact Entitlements = [100 + Number of IVR Add on licenses purchased] Customers can raise a support request to decrease or increase the Maximum Concurrent Voice Contact Threshold. The maximum value allowed for concurrent voice contact threshold is 13000. For

At Webex Contact Center for Developers portal documentation. Authentication Guide: To authenticate apps to access resources, see the Authentication Guide at Webex Contact Center for Developers portal documentation. For more information, visit the Webex Contact Center for Developers portal. 22 January 2022 E.164 Format Support for International Calling in Webex Contact Center Webex Contact Center supports the E.164 phone number format for international calling for agents and supervisors. This is in addition to the IDD (International Direct Dialing) format that was previously supported for all telephony options in Webex Contact Center. With this enhancement, the E.164 format is supported for all PSTN options for Webex Contact Center—Cisco Provided Bundled PSTN, Service Provider PSTN, Bring Your Own PSTN (BYO PSTN), Bring Your Own PSTN with Local Gateway (Webex Calling), and Cloud Connected PSTN (Webex Calling). Webex Contact Center supports the E.164 format in the following scenarios: Inbound Calls: Contact center customers can use dial numbers in the E.164 format to connect to the contact center. Agent Sign-In: Agents can sign in to the Agent Desktop by entering dial numbers in the E.164 format (in addition to the IDD format) in the Station Login dialog box. This functionality enables agents located in different geographical regions to stay connected to their Webex Contact Center tenant to handle voice calls. For more information, see Sign In to the Agent Desktop in the Cisco Webex Contact Center Agent Desktop User Guide. For more information about configuring the dial number of an agent, see Edit a User (Agent Settings) in the Cisco Webex Contact Center Setup and Administration Guide. Transfer, Consult, and Conference Calls: Agents can enter dial numbers in the E.164 format (in addition to the IDD format) in the Transfer Request and Consult Request dialog boxes to initiate transfer, consult, or conference calls with agents located in other geographical regions. For more information, see Transfer a Call and Initiate a Consult Call in the Cisco Webex Contact Center Agent Desktop User Guide. For more information about configuring phone numbers in the enterprise address book, see Address Books in the Cisco Webex Contact Center Setup and Administration Guide. Outdial Calls and Outbound Campaign Calls: Agents can make outdial calls to contacts in other geographical regions by using phone numbers in the E.164 format, in addition to the IDD format. This enhancement is applicable for outdial calls, courtesy callback, and outbound campaign calls. For more information, see Make an Outdial Call in the Cisco Webex Contact Center Agent Desktop User Guide. Supervisor Call Monitoring: Supervisors can now enter the callback number for call monitoring, barge-in, and whisper coaching in the E.164 format, in addition to the IDD format. For more information, see Monitor Calls and Create or Edit a Monitoring Schedule in the Cisco Webex Contact Center Setup and Administration Guide. Large organizations may have agents operating in many countries around the world. These agents are likely to experience longer latencies as the round trip of voice telephony can be a factor in the origination-to-termination matrix.

14 – 12.5 base,12.5 SU1,12.5 SU2,12.5 SU3Cisco Unified CM 12.5 - 11.0,11.5,11.6,12.5 base,12.5 SU1,12.5 SU2,12.5 SU3 Software Download 12.5(1)SU1 12.5(1)SU2 Software Download 11.6(2) 12.5(1)SU2 Software Download 11.6(1) 11.6(1) Software Download 11.5(1) 11.5(1) Software Download 11.0(1) 11.0(1) Software Download 10.6(1) 10.6(1) Software DownloadEOS Notices 10.0(1) 10.5(1) EOS Notices Cisco Unified Customer Voice Portal Software Download--> 12.5(1) Software Download 11.6(1) 12.5(1) Software Download 11.6(1) 11.6(1) Software Download 11.5(1) 11.6(1) Software Download 11.0(1) 11.0(1) Software Download 10.5(1) 10.5(1) Software Download 10.0(1) 10.5(1) Cisco Virtualized Voice Browser Software Download--> 12.5(1) Software Download 11.6(1) 12.5(1) Software Download 11.6(1) 11.6(1) Software Download 11.6(1) Software Download Cisco Unified Intelligent Contact Management Enterprise Software Download--> 12.5(1) Software Download 11.6(1) 12.5(1) Software Download 11.6(1) 11.6(1) Software Download Cisco Unified E-Mail Interaction Manager (EOS) End of Support 12.5(1) End of Support 11.6(1) 11.6(1) Software DownloadEnd of Support 11.6(1) 11.6(1) Software DownloadEnd of Support 11.5(1) 11.5(1) Software DownloadEnd of Support 11.0(1) 11.0(1) Software DownloadEnd of Support 9.0(2) 9.0(2) Software DownloadEnd of Support 9.0(2) 9.0(2) End of Support Cisco Unified Web Interaction Manager (EOS) End of Support 12.5(1) End of Support 11.6(1) 11.6(1) End of Support 11.6(1) 11.6(1) End of Support 11.5(1) 11.5(1) Software DownloadEnd of Support 11.0(1) 11.0(1) Software DownloadEnd of Support 9.0(2) 9.0(2) Software DownloadEnd of Support 9.0(2) 9.0(2) End of Support Cisco Unified Workforce Optimization Software Download-->EOL Notices:The product is in End-of-Life state. Please migrate to Webex WFO 11.5(1) 11.5(1) Software DownloadEOL Notices:The product is in End-of-Life state. Please migrate to Webex WFO 11.5(1) 11.5(1) Software DownloadEOL Notices:The product is in End-of-Life state. Please migrate to Webex WFO 11.5(1) 11.5(1) Software Download 11.5(1) 11.5(1) Software Download 11.0(1) 11.0(1) Software Download 10.5(1) 10.5(1) Software Download 10.5(1) 10.5(1) Cisco Webex Workforce Optimization (Webex WFO) SaaS Offer with ALL Contact Center PlatformsSoftware Series - Third Party SaaS Offer with ALL Contact Center PlatformsSoftware Series - Third Party SaaS Offer with ALL Contact Center PlatformsSoftware Series - Third Party Cisco Expressway Series X12.5 X12.6 Software DownloadTelePresence Interoperability DB X8.11.2 Software DownloadTelePresence Interoperability DB X8.9.1 X12.6 With Unified CM 11.5(1)SU8, use X12.6. With Unified CM 11.5(1)SU7, use X12.5.9.With earlier Unified CM releases, Expressway X.8.11.4 is recommended. Software DownloadTelePresence Interoperability DB X8.7.1 Software Download --> Endpoints Device Package Compatibility Matrix--Refer to this Matrix for information on the firmware that is available for specific device packs. Cisco Headset 320 Series 1-1-0001-9 1-1-0001-9 Cisco Headset 500 Series Cisco 520/530: 15-18-30Cisco 560: 2-4-0001-15 Cisco 520/530: 15-18-30Cisco 560: 2-4-0001-15

Screen that’s ideal for your home or office. Continue your CCaaS journey An intelligent cloud contact center leader Cisco (Webex) was positioned as a leader among the major intelligent contact center providers in The Aragon Research Globe™ for Intelligent Contact Centers, 2021. Taking the cloud contact center journey Sheila McGee-Smith details how four companies were able to deploy Webex Contact Center to deliver exceptional customer experiences. Improving customer experiences with AI AI innovations within Webex Contact Center can improve customer satisfaction and business outcomes with smart features for users and developers. A rapid transition for the City of Buffalo Over the span of 48 hours, Webex Contact Center was quickly deployed to enable the agents of Buffalo Citizen Services to fully work from home. Full-stack deployment with Vivint Solar Vivint Solar adopted Webex Contact Center, Webex Calling, Webex Teams, Webex Meetings, and Webex Room devices to bring unified communications to their organization. --> A leader in UCaaS Cisco (Webex) is recognized by Gartner as a leader in the 2021 Gartner® Magic Quadrant™ for Unified Communications as a Service (UCaaS), Worldwide.

Webex Setup Assist for Webex Contact Center Support ServicesFeedback?Webex Setup Assist for Webex Contact Center Support ServicesThe guide is for customers who have purchased Webex Setup Assist for Webex Contact Center via specific solutions channels. To request technical support and services, refer to the applicable service descriptions at service descriptions, incorporated herein by reference.When you receive this document, customers are encouraged to familiarize themselves with the process. Taking proactive steps to set up access can assist better if urgent technical support is needed.If you have an urgent support request, please call TAC immediately. The Cisco TAC is staffed 24/7: Cisco Worldwide Contacts.Prerequisites:Valid Cisco.com User ID (CCO ID).Registration is free and takes only 2 minutes: click here.Note: Make sure to activate your Cisco profile by clicking the confirmation link sent to your email.Best Practices:Guidelines can help you optimize your experience:Provide an accurate problem description and problem details.Have a network topology or high-level design specification handy.Provide the output from show tech or relevant error message(s).Provide steps to reproduce (if available).Software version.Get familiarized with using Cisco Self-Service tools.Subscribe to the Cisco Support Notification Service to receive the latest updates about your software and products.Monitor case progress through the Technical Support Mobile Application or support.cisco.com.Capture all communication with Cisco TAC by copying your emails to attach@cisco.com and including your service request (SR) number in the subject field.Review Cisco Severity and Escalation guidelines.Please review the information in the next section to open a case for a Move, Add, Change, or Delete (MACD).Webex Contact Center Setup Assist MACD Guidance Webex Contact Center Moves, Adds, Changes, and Deletes (MACD) guidance is provided with Solution Support and Premium Support. MACD guidance requests can be placed Online, by Phone, Email, or Mobile App. MACD guidance can achieve quicker outcomes for minor changes or limited customer impact. Solution Support MACD Guidance: Cisco will make a commercially reasonable best effort to complete a request for guidance according to standard TAC SLA. Email, video tutorials, or a scheduled Webex meeting can address MACD guidance requests. The customer should be ready to provide all the information required (Pre-Requisites) to fulfill the MACD guidance request. Below are examples of what customers can expect Cisco support for:Control Hub Contact Center MACD GuidanceWebex Contact Center Administration portal MACD GuidanceCall Management MACD GuidanceOut dial Management MACD GuidanceBulk Operation MACD GuidanceMACD Guidance Services Out of ScopeControl Hub Contact Center MACD GuidanceMACD GuidancePre-RequisitesManage Users Activation Email for new userResend Activation EmailManage CC User licensesModify CC User DetailsDeactivate CC User User Details EmailUser IDUser Details InfoUser Privileges Required The requester must have a proper authorization level to request the changes. Webex Contact Center Administration portal MACD GuidanceMACD GuidancePre-Requisites Enable user as CC center agent.Create and modify user, agent, skills, and multimedia profiles.Create and modify teams. Create and modify sites.Agent & Users mapping to sites, teams, and profiles. User Details EmailUser ID Site names Names of skillsDetails on skills.definitions teamsProfiles (agent & users)Usernames Call Management MACD GuidanceMACD Guidance Pre-Requisites To create an entry point and map it to the configured dialed

More information, see Concurrent Voice Contact Settings in the Cisco Webex Contact Center Setup and Administration Guide. The Surge Protection Statistics report is introduced in the Analyzer. For more information, see Surge Protection Statistics in the Cisco Webex Contact Center Analyzer User Guide. Skills-based Routing Enhancement A new method of contact selection—Skills-based Contact Selection—is introduced in Skills-based Routing (SBR). Customers can opt for one of the following methods to select contacts—Skills-based Contact Selection or First In, First Out (FIFO) based selection. In Skills-based Contact Selection, SBR filters contacts in a queue periodically to match the agent skills in the sequence—(1) contact priority and (2) timestamp (oldest to newest). Contacts that are sent to SBR queues are parked until a matching agent is available. When an agent is available, the matching contact among the parked contacts connects to the agent on priority, irrespective of the contact's position in the queue. The Skills-based Contact Selection method thus reduces the wait time of parked contacts and improves the productivity of agents. By default, Skills-based Contact Selection is enabled for customers. To enable FIFO based contact selection, customers must contact Cisco Support. For more information, see Skills-based Contact Selection in the Cisco Webex Contact Center Setup and Administration Guide. 11 February 2022 Agent Desktop Enhancement - Reorder Icons on the Horizontal Header A new property headerActions is added to the desktop layout JSON file. This property allows the administrator to change the default order of the icons on the horizontal header of the Agent Desktop—the (1) (Webex), (2) (Outdial), and (3) (Notification Center) icons. headerActions: ["webex", "outdial", "notification"], The headerActions property value is case sensitive. To remove the header icons and their associated functionality from the Agent Desktop, the administrator must remove the property values. For more information, see headerActions in the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide. Date Format Options for Interval Field in Analyzer Reports The default date format for the Interval field in the Analyzer reports is mm/dd/yyyy. With the new enhancement, the Analyzer allows users to choose different date formats for the Interval field, similar to other fields in the reports. Customization of date format was available for profile variables only, previously. For more information, see Change Date Format of the Interval Field in the Cisco Webex Contact Center Analyzer User Guide. 10 February 2022 Handle Invalid DTMF Input in IVR Post-call Surveys Webex Contact Center can handle scenarios where there is invalid or no DTMF (dual-tone multifrequency) input response from customers during IVR post-call surveys. Flow developers can configure the Timeout parameter in the Advanced Settings section of the Feedback activity in the Flow Designer to define the maximum duration (in seconds) for which the system waits for DTMF input from customers. Further, administrators can configure the following IVR settings for Webex Contact Center, in the Questionnaire Settings tab of the post-call survey questionnaire in Webex Experience Management: Maximum Invalid Inputs and Timeout Allowed: Administrators can select a value in the Maximum invalid