WxCC Agent Desktop Quick Start Guide

WxCC Agent Desktop Quick Start Guide

Click this link for Agent Desktop Training Videos

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

Submit Station Credentials:

Dialed Number – Enter country code and agent end point number for where you wish to receive calls (US:1+ ten-digit phone number)
International Dialing option – Enter E164 format (+, country code, phone number)
Extension – For Webex Calling as the agent end point, enter assigned ext.
Team – Select your assigned team
Submit – Complete login pressing submit

Go “Available” for Calls and Digital Contacts

Click on the Availability State and select Available

Call Controls:

You will control the calls and contacts from the agent desktop.

	Select “Hold” to put a call on hold.
	Click “Resume” to go back to the caller after hold.
	Clicking “Consult” automatically puts your call on hold. You can consult to an agent, queue or DN to call.
	Click “Transfer” to send a call to another agent, queue or phone number. The call will immediately be transferred without consulting.
	If you have placed a call on hold and you are consulting with another agent, you can use the “Conference” button to join everyone together on the same call.
	Select End Call or hang up your phone to disconnect the call.

Outbound Calls:

Click the phone icon next to the Availability State.
Enter the country code plus ten-digit number (US: 1 + ten-digit number).
Select the green telephone button to place the call. Your phone will ring first; answer it and the system will then call the destination.

It is important to sign out of WxCC when completing your shift rather than closing the browser window to logout. Select your initials in the top right-hand corner.
Select Sign Out.