Building a Simple Overflow Routing Scenario in Webex Contact Center Flow Designer

Overflow routing is a practical contact center mechanism used when the primary queue cannot handle a call under acceptable conditions. Instead of leaving the caller waiting in the same queue, the flow can evaluate queue statistics and route the call to another queue when this gives the customer a better chance of being handled.

Automating Default Exception Queue Cleanup in Cisco ECE

In Cisco ECE, email activities that cannot be processed or routed correctly may end up in the Default Exception Queue. Over time, this queue can collect activities that do not require any manual action from an agent.

A common example is technical email activity that only needs to be completed, not reprocessed or assigned to an agent.

This post shows how to automatically clean up the Default Exception Queue by using an Alarm Workflow.

Webex AI Agent Website Knowledge Base: How to Use Website Content for Customer Self-Service

One of the most useful recent updates in Webex AI Agent Studio is the ability to use website pages as a knowledge source for an autonomous AI agent. Cisco announced web URLs as a knowledge source on April 9, 2026, and documents website sources as a supported source type in the Knowledge section of AI Agent Studio.

Webex Contact Center Flow Designer Functions: Simplifying Complex Call Routing and Flow Logic

Cisco demonstrated a similar pattern at Cisco Live Amsterdam 2026 in the session “Boosting Customer Experience with Flow Orchestration in Webex Contact Center” (BRKCCT-2345). This post is written in the spirit of that demo and expands on the same core idea: when routing logic starts to sprawl across the canvas, a Function can make the flow cleaner, easier to read, and easier to maintain.

How to Pass Custom Data from a Webex CC Voice Flow to an Autonomous AI Agent

One of the most common questions I get when working with Autonomous AI Agents in Webex Contact Center is this:

“How can I pass custom data from the voice flow to my Autonomous AI Agent?”

For a long time, this was a challenge because the feature was not supported. Recently, Cisco changed that, and now it is possible. Let me show you how it works.

Webex Connect Receive Node Triggered by Typing Indicators

While working on a chat flow in Webex Connect Standalone, I ran into something that at first looked like a bug in my logic, but turned out to be behavior tied to how the Receive node handles input events. Btw, the same problem may happen if you try to build a Webex Connect flow in Webex CC from scratch. 

Webex Connect Append Conversation Fails with Quotation Marks

While testing an Autonomous AI Agent flow in Webex Connect, I ran into a small but annoying problem that is worth fixing early.

The issue shows up in the Append Conversation node. If the AI Agent sends back text that contains quotation marks, the flow may fail instead of continuing normally. At first glance it looks strange, because the bot response itself is valid text, but the node does not always handle those quotes cleanly.

Agent doesn't go into Not Ready state (UCCE RONA)

Hello everyone, 

Today I would like to share a case, which happened at our customer UCCE recently. They tried to configure Ringing On No Answer (RONA) logic in their contact center. However when they tested it, they discovered that if the agent didn't answer the call, his state didn't change to Not Ready as it should be normally. The Agent was still in Ready state, so the unanswered call returned back to the queue could reach him again. Their system was UCCE 12.5 with CVP. 

Enabling chat between the Supervisor and the Agents (Cisco Webex Contact Center)

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:

Digital Channels are not enabled in the Agent Desktop (Cisco Webex Contact Center)

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. 

IVR Menu with Dial an Extension Option (Cisco Webex Contact Center)

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. 

Why internal calls dialed by extensions fail in Cisco Webex Calling

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.

Create Generated Prompt and Create Container Prompt Steps in UCCX Scripts

In many UCCX scripts a developer can meet a task to spell or pronounce some phrases from intermediate variables whose values are dynamically determined based on runtime script information. For example, the customer enters his information like his credit card number or zip code etc. and the script must confirm it by spelling this value back to the caller. Very often these spoken phrases should be concatenated with other existing prompts (wav-files). There are some interesting steps in the UCCX script editor such as Create Generated Prompt step and Create Container Prompt step. Let's see how they can help you to spell string values and concatenate prompts. 

Saving Information to a Text File in UCCX Repository

Being a Cisco Instructor, I often receive practical questions from my students and customers about some configurations of Cisco UC products. Many scenarios are not clearly described in Cisco documentation and therefore can be found only during real work with Cisco equipment and products. One of these question was related to UCCX. Our customer wanted to save some information like date, time, calling number, etc. in a text file. Actually, the best choice to keep such data is a Database of course, but for some reasons they preferred to save all this in txt format. It is not a problem to do it, but their case was a bit complicated, because they want to update the content of the file after each call and add new rows there with new data. I created a demo UCCX script with such functionality for them and tested it in UCCX 12.5. And in this post we are going to discuss it. 

Understanding Cisco Voice Gateways - Part 4. Digital Voice Ports

In the previous parts of our Cisco Voice Gateway story we identified what analog voice ports are. Also we talked about different types of analog supervisory signaling. Now let's see how we can use our Cisco voice gateways with digital lines such as T1, E1 and BRI. These types of connection are still widely available worldwide. This post maps out the various digital interfaces and explains the differences between them.

Understanding Cisco Voice Gateways - Part 3. Loop-start and Ground-start Signaling (FXS and FXO Ports)

Now you already know what Cisco Voice Gateways are and which types of analog voice ports they can use. It is time to discuss signaling processes on FXO and FXS ports. As it was shown earlier, voice ports on routers and gateways physically connect them to telephony devices such as telephones, fax machines, PBXs, and PSTN CO switches. These devices may use any of several types of signaling interfaces to generate information about on-hook status, ringing, and line seizure. Traditional two wired FXS and FXO voice ports typically use so called Loop-Start and Ground-Start supervisory signaling. I am going to explain how these types signaling work in the in the next few paragraphs.

Voice and DTMF input in UCCX Script with Nuance ASR

Some days ago I helped one guy to solve his problem with the voice menu in his UCCX script. He had UCCX integrates with Nuance ASR and he was asked to provide a menu with both voice and DTMF input in his UCCX Script. Let me show you, how it can be configured. 

Pinging Multiple IP addresses with Python

Recently, we talked with you about using Python for network programming. Let me share you an simple example of a Python script, which helps me a lot in my work. Before every course the trainers have to check the lab operation. The next week I will deliver the CCEA (Cisco Contact Center Enterprise Administration) course to seven students, and every student will use his individual lab pod. In the pod there are 13 virtual machines and hardware devices. Before we start the course I have to be sure that all VM are accessible through the network, so I have to connect to every lab pod and ping all the VMs and devices there. Of course, I can do it manually, however, it is time consuming. Let's use Python to automate this and save our time.

Understanding Cisco Voice Gateways - Part 2. Analog Voice Ports

Today we are going to continue our conversation about Cisco Voice Gateways. In the beginning we defined what the voice gateways are, and now it is time to see how we can connect our VoIP infrastructure to traditional analog lines or devices. Yes, it is 2022, however the analog connections are still implemented. That's why you have to know how to use analog voice ports on your voice gateways. 

Unlock CUCM Application Administration account

This post I'd like to write mostly for myself as a reminder, because I have to deal with such a situation very often during the labs on our Cisco UC courses. Unfortunately I always forget the CUCM CLI commands and have to search them in the net 😀. The problem is that the students enter wrong passwords for the CUCM CM Administration account several times, and the CUCM simply locks the administrator account after unsuccessful attempts. Then it is not possible to enter the CM Administration for some time. Let's see how we can unlock the account (we use CUCM 12.5).