In this short post I will explain you how to fix the issue, when the Supervisors can't send a text message to one of the monitored agents in Cisco Webex Contact Center. The supervisor complains, the he doesn't see the internal chat icon in his desktop. Here is an example of such a situation:
The problem description: Agents complain that when they login to their Webex Contact Center desktops, they can't use the digital channels like Chat, Email, Messengers, SMS, etc. And of course they do not therefore receive any inbound contact from digital channels.
Read this post and you will know how to fix it.
Sometimes, when you develop an IVR application, there can be a challenge of adding Dial an Extension option to a voice menu; i.e you have to do something like this in your menu:
"If you want to do option1, press 1; if you want to do option2, press 2; if you know the extension number of the employee, please dial it now"
What will be the best way to approach this? In UCCE \ PCCE environment you can do it in your CVP Call Studio application using Form and Decision Elements. But what about Cisco Webex Contact Center? The scripting is totally different in Webex Contact Center, and there is no Activity (element) in the Call Flow similar to Form in Studio. After reading this post you will see that it is not a problem at all.
Today I am going to share with you, my dear readers, some experience of working with Cisco cloud telephony - Cisco Webex Calling. One of my customers received his own tenant in Webex Calling and started using it. So, they received access to Webex Control Hub, they configured some users with extensions for testing, etc. The users could normally login to Webex Application with their accounts and see their extensions.
However, they were surprised to discover that when they try to make an internal call from Webex App to Webex App and dial extensions of each other, the call just fails. They can hear the message from Webex Annunciator like ""We're sorry, but your call can not be competed at this time..." This not what our customer expected from the newest cloud telephony system, right? ))) Let me tell you, how it was solved.
