Overview of the lab:

In this Lab, we will go through the tasks that are required to complete the onboarding of a tenant. These tasks are to be undertaken by a customer administrator. By following each of the steps, you would have prepped your tenant to begin configuring different services offered by the platform. At the end of the lab, you should be able to login an agent with either the DN or the configured user extension.

Table of Contents

Introduction

Lab Objective

  • This lab is designed to ensure that you can begin customizing and configuring the call flows and various application services based on the customer requirements and business needs.
  • The lab contains multiple exercises on Control Hub and Admin Portal to make you comfortable with the Webex Contact Center application. This lab will also help you in developing a familiarity with the control hub and admin portal UI.

Pre-requisites

  • You have an assigned POD
  • You have the customer admin login credentials.
  • You have the calling DNIS that should be assigned to the EntryPoint
  • You have the extension number that should be assigned to each user

Lab Section

Part 1: Control Hub OnBoarding Admin Tasks

The following video outlines the steps involved in the completion of tenant OnBoarding by the Customer Administrator. The objective of this lab is to make the customer admin trigger the background activities, that will complete the tenant setup. Skipping this step can cause social channels not to work.

Quick Links

Control hub: https://admin.webex.com

1. Set Up Contact Center

  • Login to Control Hub by accessing https://admin.webex.com
  • Enter the admin email id and the password.
  • Read & then Accept the Terms of Service by clicking the Accept button.
  • Please familiarize yourself with the control hub UI by taking the tour of the UI
  • Navigate to Contact Center Card
  • Click on Settings
  • Click on Set up Webex Contact Center and wait for the button to be greyed out.

Part 2: Control Hub Calling Admin Task

The following video outlines the Webex calling configuration steps that enable the administrator to use the configured default location and assign a number for those locations.

Quick Links

Control hub: https://admin.webex.com

1. Set Calling default Service Setting as Cloud Connected PSTN

  • Login to Control Hub by accessing https://admin.webex.com
  • Enter the admin email id and the password.
  • Navigate to Calling Card
  • Click on Service Settings
  • Scroll down to PSTN Connection section
  • Select Cloud Connected PSTN
  • From the drop down, select IntelePeer
  • Now hit Save

2. Assign Numbers

  • Navigate to Locations
  • Click on Richardson location to edit the location properties
  • Click on Unassigned to set the PSTN Connection
  • Click Edit under Local Gateway
  • Hit Continue to Edit PSTN Connection for Richardson
  • Select Cloud Connected PSTN
  • From the drop down, select IntelePeer
  • Check the 2 boxes for accepting Phone Number Porting Confirmation
  • Click Save to finish the setup and then exit out of Location config pane

3. Update Location and CCP

  • Navigate to Numbers
  • Click on Add Numbers
  • Under Location drop down , you should find Richardson. Select it
  • Add the first DN and click on Validate
  • Add the Second DN and click on Validate
  • Click Save

Part 3: Control Hub User Management Admin Task

The following video outlines the process to manage different types of users to the Customer tenant. Following the steps, you will add admins, agents, and supervisors and also set each of their extension. While adding the user, we will see how to select user roles. Also, we will see how to change the user to an administrator for the customer tenant.

Quick Links

Control hub: https://admin.webex.com

1. Add an admin user and configure the calling extension

  • Navigate to Users
  • Click on Manage Users button
  • Click on Manually Add or Modify User
  • Select Next in Manage Users pane.
  • Input the EmailID of the admin user and click Next
  • Verify that the EmailID is same as the one shared to you and click Next
  • Check Webex Teams , Webex Calling (Enterprise) & Contact Center
  • Ensure that the License Type is Premium Agent and Role is Agent and click click Add Users
  • In the next page, enter the correct Extension under Assign Numbers. You can find this in the information already shared with you.
  • Click Finish
  • In the Users list, click on the recently added user to open the user modification card.
  • Click Administrator Roles under Roles and Security
  • Select Organization Administrator (Full Administrator) and click Save
  • If the user account has not been validated, check the email inbox and follow the instructions to validate the email account.

2. Add an agent user and configure the calling extension

  • Navigate to Users
  • Click on Manage Users button
  • Click on Manually Add or Modify User
  • Select Next in Manage Users pane.
  • Input the EmailID of the admin user and click Next
  • Verify that the EmailID is same as the one shared to you and click Next
  • Check Webex Teams , Webex Calling (Enterprise) & Contact Center
  • Ensure that the License Type is Premium Agent and Role is Agent and click Add Users
  • In the next page, enter the correct Extension under Assign Numbers. You can find this in the information already shared with you.
  • Click Finish
  • If the user account has not been validated, check the email inbox and follow the instructions to validate the email account.

3. Add a supervisor user and configure the calling extension

  • Navigate to Users
  • Click on Manage Users button
  • Click on Manually Add or Modify User
  • Select Next in Manage Users pane.
  • Input the EmailID of the admin user and click Next
  • Verify that the EmailID is same as the one shared to you and click Next
  • Check Webex Teams , Webex Calling (Enterprise) & Contact Center
  • Ensure that the License Type is Premium Agent and Role is Supervisor and click Add Users
  • In the next page, enter the correct Extension under Assign Numbers. You can find this in the information already shared with you.
  • Click Finish
  • If the user account has not been validated, check the email inbox and follow the instructions to validate the email account.

4. Add rest of the users

  • Please follow the same steps as above to add any extra users that you want to add to the Contact Center.

Part 4: Admin Portal Multimedia Profile, Site and Team Configuration

The following video outlines how to access the admin portal and navigate the different configuration menus to create a Site, Team, and Multimedia Profile that will be assigned to each different Contact Center Users. We will also see how to navigate to Admin Portal from Control Hub UI

Quick Links

Control hub: https://admin.webex.com

Portal: https://portal.wxcc-us1.cisco.com/portal

1. Create a new MultiMedia Profile

  • Login to Control Hub by accessing https://admin.webex.com
  • Enter the admin email id and the password.
  • Navigate to Contact Center Card
  • Click on Settings
  • Scroll down to Webex Contact Center Management
  • Click on Go to Webex Contact Center Management Portal
  • Ensure that browser pop up blockers are not blocking the Admin Portal pop up.
  • Click on Provisioning and select Multimedia Profiles
  • Click on + New Multimedia Profile to open Multimedia Profile configuration page.
  • Input Name as MM_Profile_wxcclab and input 1 for Voice, 3 for Email and 3 for Chat and click Save

2. Create a new Site

  • Navigate to Provisioning and select Site
  • Click on + New Site button and provide the Name as Site_wxcclab
  • Select MM_Profile_wxcclab in the Multimedia Profile drop down and hit Save

3. Create a new Team

  • Navigate to Provisioning and select Team
  • Click on + New Team
  • Select Site_wxcclab from the Site drop down
  • Input Name as Team_wxcclab
  • Select MM_Profile_wxcclab in the Multimedia Profile drop down and hit Save

Part 5: Admin Portal User Configuration

The following video outlines how to configure the users in Admin Portal that were added first in Control Hub. This is a very critical task from the Contact Center perspective. We also would take a look at how to associate customer-created Site, Team, and Multi-Media Profile with those users. Post this we should be able to successfully login as an agent using any of the users and their associated extension.

Quick Links

Control hub: https://admin.webex.com

Portal: https://portal.wxcc-us1.cisco.com/portal

Desktop: https://desktop.wxcc-us1.cisco.com/

1. Synchronize Webex Contact Center Users

  • Login to Control Hub by accessing https://admin.webex.com
  • Enter the admin email id and the password.
  • Navigate to Contact Center Card
  • Click on Settings
  • Click on Synchronize Users

2. Manage settings for existing user

  • Scroll down to Webex Contact Center Management
  • Click on Go to Webex Contact Center Management Portal
  • Ensure that browser pop up blockers are not blocking the Admin Portal pop up
  • Click on Provisioning and select Users
  • Click on … for the first user, to launch the Edit view for a particular User configuration
  • Ensure that Administrator Profile is selected in the User Profile drop down.
  • Click on Contact Center Enabled Toggle to move it to On
  • In the Agent Settings section, select Site_wxcclab in the Site drop down
  • Click in the Teams area and select Team_wxcclab
  • Select MM_Profile_wxcclab in the Multimedia Profile drop down and hit Save
  • Repeat the same for all other users by selecting the appropriate profile in the User Profile drop down

3. Login to the Agent Desktop

  • Navigate to https://desktop.wxcc-us1.cisco.com/ in a new browser tab
  • Enter the agent’s LoginID which could be found in the information shared with you.
  • Enter the Password for the appropriate Login ID
  • In the Station Login pane, Select Extension and input the configured Extension for that user
  • Click Submit. Ideally the login process should complete and you should now be successfully logged into Agent Desktop

Part 6: Tenant Creation Walkthrough

The following video does a quick demo on how a partner creates a tenant using the partner portal. This particular section is not part of the lab but is included as bonus content so that you get familiarized with this process. This also highlights the various configuration options that should be selected before the last step is executed which is to click the Setup Webex Contact Center button.

Changelog:

Version Comments Author(s) Date
1.0 Initial Release Raghu Krishnan (rakrish2) 08 Jan 2021