Overview of the lab:

In this Lab, we will go through the tasks that are required to complete the general pre-configuration of a tenant. These tasks are to be undertaken by a customer administrator. By following each of the steps, you would have prepared your tenant to begin configuring different services offered by the platform. At the end of the lab, you should be able to log in to an agent interface with the configured user extension.

Table of Contents

Introduction

Lab Objective

  • This lab is designed to help you do the initial setup and configuration for your GOLD tenant and to be familiar with the control hub and admin portal UI.
  • The lab contains multiple exercises on Control Hub and Admin Portal to make you comfortable with the Webex Contact Center application.

Pre-requisites

  • Your GOLD tenant order has been processed and you have received the initial provisioning email.
  • You have a full admin access to your New WxCC tenant.
  • The voice chennel is configured and you have a PSTN number.

Control Hub: https://admin.webex.com
Portal: https://portal.wxcc-us1.cisco.com/portal\

Lab Section

Part 1: Tenant Creation Walkthrough

The initial walkthrough assumes that a new partner is creating both Webex Control Hub and Webex Contact Center Gold Tenant. This process is shown for setting up your GOLD tenant using Webex Calling. If you are using the VPOP bridge option then the prerequisite would be that your CUBE has already been configured and tested. VPOP option requires additional configuration that is done internally through a manual process. If you are using VPOP please be sure you are in communication with your PSAM to have the additional steps done for the VPOP Bridge.

Provisioning Tasks

  • Initially, an example is given if you choose to delegate the provisioning task to someone else.

  • Once your Control Hub provisioning email has been received, click the link to begin the provisioning process.

    Note: If you do not need to setup Control Hub in your organization, you can skip to the video section using the link below for WxCC 2.0 provisioning

  • The provisioning wizard will guide you through the process and initially there are validation tasks. Pay close attention to the validation information as any errors here may cause many problems later that cannot easily be resolved.

  • For the ‘Identify Customer Admin’ section, if this were a customer build, you would enter the actual customer email who will be a local administrator. However, since this is intended to be a GOLD tenant, enter your own email or that of someone else in your org.

  • Validate all the information for your Control Hub in the following setup screens ensuring that United States of America is the chosen location. Choosing a different country does have implications later on setup of Webex Contact Center.

  • Once the Control Hub is complete, use the email you were sent for provisioning the Webex Contact Center GOLD Tenant.

  • Click the link or copy into your browser and begin the process. The process is very similar to the above process for Control Hub.

  • Validate the information and ensure all associations are correct. Failing to complete this step accurately will result in a failed provisioning process.

  • Ensure that the Identify Customer Admin section has the appropriate Local Admin email address and continue.

  • When asked to validate your country of origin, it is important that United States of America is chosen to complete your GOLD Tenant configuration.

  • Continue with the setup process in the Wizard which will allow you to enter your information as well as assign the location and tenant time zone.

  • Once you get to the section to Select the Platform be sure to select Default Platform. The Default Platform is Webex Contact Center 2.0.

  • If you chose a different country or your contract order did not include Webex Calling then your only option for Webex Contact Center Telephony will be VPOP Bridge.

    • If you are using VPOP Bridge you must ensure that CUBE is setup correctly and the provisioning process for your CUBE information has been completed

    • Failure to complete that step for VPOP Bridge will mean no voice is possible to your tenant until this is complete

  • Choose Webex Calling if you ordered this option and continue in the setup process.

  • Validate through the next settings and click Finish.

  • Once in Control Hub, give the provisioning process about 60 seconds to complete and then click Refresh on your browser to see the option Contact Center.

    Note: If Contact Center does not appear, give it more time and refresh again. If after some time this still does not appear, contact us using your Partner Teams room and the created Partner Enablement Bot to let us know so we can look at the configuration information.

  • The last step in this process is clicking on the Provision Webex Contact Center button which takes a few seconds and then grays out.

  • This is the end of this lab module.

Part 2 BONUS Trial Tenant Setup Video

This is not a lab video. It is a bonus video showing how to setup a Trial Tenant. The steps are similar but since this is a trial tenant it is not necessary to go through the ordering process. Trial tenants are a great option for customers who are willing to try Webex Contact Center prior to a purchase.

Part 3: Control Hub Calling and Telephony Settings

The following video show two options of telephony configuration. First part outlines the Webex calling and configuration steps that enable the administrator to use the configured default location and assign a number for those locations. The second part shows the Telephony Settings in case of vPOP connection or PSTN Bundle.

Set Calling default Service Setting as Cloud Connected PSTN

Note: The steps below are needed only for Webex Calling Connection. You can skip this section if it is already configured on your tenant.

  • Login to the Control Hub with the existing admin account.

  • Navigate to Calling Card.

  • Click on Service Settings.

  • Scroll down to PSTN Connection section.

  • Select Cloud Connected PSTN.

  • From the drop down, select the correct provider and hit Save.

  • Navigate to Locations.

  • Create a new location.

  • 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 the PSTN Provider.

  • Check the 2 boxes for accepting Phone Number Porting Confirmation.

  • Click Save to finish the setup and then exit out of Location config pane.

  • 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 4: 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 new users, and in case of Webex Calling set the extension. While adding the user, we will see how to select user roles.

Add a new admin user

Note: You can skip those steps if already have a user who is not assigned to any sites and teams.

  • Login to the Control Hub with the existing admin account.

  • Navigate to Users.

  • Click on Manage Users button.

  • Click on Manually Add or Modify User.

  • Select Next in Manage Users pane.

  • Input the Email addresses of the new user and click Next.

  • Verify that the Email addresses are same as in the table above and click Next.

  • Check Webex Teams , Webex Calling (Enterprise) (only if your tenant has a Webex Calling connection) & Contact Center.

  • Ensure that the License Type is Premium Agent and Role is Agent and click Next.

  • If Webex Calling is selected, make sure that the Location is selected under Assign Numbers. Make sure, that the Phone Number left as None. On the same page, Enter the correct Extension under Assign Numbers. You can find this in the table above.

    Note: The step above is not applicable if your tenant has a vPOP bridge connection and does not have a WxC license.

  • Click Finish.

  • On the next page, you should get confirmation “1 Total records processed”. Confirm the same by pressing Finish.

  • Select the new user and modify his role to Organization Administrator by clicking the Administrator Roles in Roles and Security section. Click Save to confirm the changes.

  • Validate the users by going to the user’s mail box. Check the email inboxes and follow the Cisco Webex email instructions to activate the user accounts. For the user activation, you have to set the password twice for both users.

  • Refresh the Users page in the Control Hub, make sure that new user is in Active status.

To top of this lab

Part 5: 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 the Contact Center user. We will also see how to navigate to the Webex Contact Center Management Portal from Control Hub UI.

Entity Name
Multimedia Profiles MMP_TS
Site Site_TS
Team1 Team1_TS
Team2 Team2_TS

1. Create 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 Settings in the upper right corner.

  • Scroll down to the Advanced Configuration section.

  • 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 MMP_TS.

  • In the Media Details section, select the blended multimedia profile and input 1 for Voice, 3 for Chat, 3 for Email, 3 for Social Channel and click Save.

2. Create new Site

  • Navigate to Provisioning and select Site.

  • Click on + New Site button and provide the Name as Site_TS.

  • Select MMP_TS in the Multimedia Profile drop down and hit Save.

3. Create new Team 1

  • Navigate to Provisioning and select Team.

  • Click on + New Team.

  • Select Site_TS from the Site drop-down.

  • Input Name as Team1_TS.

  • Use the default Type Agent Based.

  • Select MMP_TS in the Multimedia Profile drop-down.

  • Left as a default value Global Layout in the Desktop Layout drop-down and hit Save.

4. Create new Team 2

  • Please follow the same steps as above to add an extra Team as Team2_TS. Later we will use this team to assign a custom Desktop Layout.

To top of this lab

Part 6: 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. After this, we should be able to login as an agent.

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 and then Synchronize Users.

2. Manage settings for existing user

  • Go back to the Webex Contact Center Management Portal.

  • Click on Provisioning and select Users.

  • Click on ... for the first user, to launch the Edit view for a particular User configuration.

  • Click on Contact Center Enabled toggle to move it to On.

  • In the Agent Settings section, select Site_TS in the Site drop-down.

  • Click the Teams area and select Team1_TS and Team2_TS.

  • Select MMP_TS in the Multimedia Profile drop-down and hit Save.

  • Make sure that the user are now shown with the Contact Center Enabled flag as Yes and Status as Active.

To top of this lab

Congratulations, you have compleated Lab1 tasks!