Chapter 3: Webex Contact Center Design (Phase 2) -- 3.3 Entry Point Design¶
3.3 Entry Point Design¶
3.3.1 Entry Point Strategy¶
Entry Points in Webex Contact Center serve as the ingress for all customer interactions. Each Entry Point maps to one or more phone numbers (DIDs) and routes calls to a specific Flow Designer flow.
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| ENTRY POINT DESIGN STRATEGY |
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| |
| UCCX APPROACH | WXCC APPROACH | MIGRATION IMPACT |
| ------------------------+--------------------------+-----------------------|
| Single trigger per DN | Entry Point per DN | 1:1 mapping |
| CTI Route Point | Entry Point + Flow | Redesign routing |
| Application association | Entry Point Mapping | Reconfigure in CH |
| ------------------------+--------------------------+-----------------------|
| |
| ABHAVTECH ENTRY POINT STRATEGY: |
| =============================== |
| |
| 1. REGIONAL ENTRY POINTS |
| - Separate Entry Points per region (India, EMEA, Americas) |
| - Enables regional compliance and routing |
| - Regional prompts and languages |
| |
| 2. FUNCTIONAL ENTRY POINTS |
| - Sales vs Support separation |
| - Different IVR treatments per function |
| - Dedicated SLA tracking |
| |
| 3. CHANNEL ENTRY POINTS |
| - Voice Entry Points (primary) |
| - Digital Entry Points (chat, WhatsApp, email) |
| - Consistent customer experience across channels |
| |
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3.3.2 Entry Point Configuration Specifications¶
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| ABHAVTECH WXCC ENTRY POINT SPECIFICATIONS |
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| |
| ENTRY POINT | CHANNEL | DIAL NUMBER(S) | FLOW |
| ========================================================================= |
| |
| EP-01: INDIA_MAIN_EP |
| ------------------------------------------------------------------------- |
| Name: India_Main_Voice_EP |
| Description: Primary India voice entry - Sales & Support |
| Channel Type: Telephony |
| Dial Numbers: 1800-266-1000 (India Toll-Free) |
| +91-22-4960-1000 (Mumbai Direct) |
| Service Level: 30 seconds / 80% |
| Routing Flow: India_MainMenu_Flow_v1 |
| Business Hours: 24x7 (Mumbai) |
| Overflow: Voicemail after 300 seconds |
| Recording: All calls (consent-based) |
| Data Residency: India DC |
| |
| EP-02: INDIA_SALES_EP |
| ------------------------------------------------------------------------- |
| Name: India_Sales_Voice_EP |
| Description: Dedicated India sales line |
| Channel Type: Telephony |
| Dial Numbers: 1800-266-1001 (Sales Toll-Free) |
| Service Level: 20 seconds / 85% |
| Routing Flow: India_Sales_Direct_Flow_v1 |
| Business Hours: 9:00 AM - 9:00 PM IST |
| After Hours: Route to India_Main_Voice_EP |
| Priority: High (sales revenue) |
| |
| EP-03: EMEA_MAIN_EP |
| ------------------------------------------------------------------------- |
| Name: EMEA_Main_Voice_EP |
| Description: EMEA (UK/EU) voice entry point |
| Channel Type: Telephony |
| Dial Numbers: +44-20-XXXX-XXXX (UK) |
| +49-69-XXXX-XXXX (Germany - future) |
| Service Level: 30 seconds / 80% |
| Routing Flow: EMEA_MainMenu_Flow_v1 |
| Business Hours: 9:00 AM - 6:00 PM GMT/CET |
| After Hours: Route to India_Main_Voice_EP (follow-the-sun) |
| Data Residency: UK DC / EU DC |
| |
| EP-04: AMERICAS_MAIN_EP |
| ------------------------------------------------------------------------- |
| Name: Americas_Main_Voice_EP |
| Description: Americas (US) voice entry point |
| Channel Type: Telephony |
| Dial Numbers: +1-201-XXX-XXXX (New Jersey) |
| 1-800-XXX-XXXX (US Toll-Free - future) |
| Service Level: 30 seconds / 80% |
| Routing Flow: Americas_MainMenu_Flow_v1 |
| Business Hours: 9:00 AM - 6:00 PM EST |
| After Hours: Route to India_Main_Voice_EP (follow-the-sun) |
| Data Residency: US DC |
| |
| EP-05: DIGITAL_CHAT_EP |
| ------------------------------------------------------------------------- |
| Name: Global_Chat_EP |
| Description: Web chat and WhatsApp entry |
| Channel Type: Chat |
| Asset: Webex Connect widget / WhatsApp Business |
| Service Level: 15 seconds / 90% |
| Routing Flow: Digital_Chat_Flow_v1 |
| Business Hours: 24x7 (Mumbai digital team) |
| |
| EP-06: DIGITAL_EMAIL_EP |
| ------------------------------------------------------------------------- |
| Name: Global_Email_EP |
| Description: Email channel entry point |
| Channel Type: Email |
| Email Address: support@abhavtech.com |
| Service Level: 4 hours / 80% |
| Routing Flow: Digital_Email_Flow_v1 |
| Business Hours: Business hours (email SLA) |
| |
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3.3.3 Entry Point Provisioning Steps¶
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| ENTRY POINT PROVISIONING - STEP BY STEP |
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| STEP 1: Access Control Hub |
| ========================= |
| 1. Navigate to: admin.webex.com |
| 2. Login with admin credentials |
| 3. Select: Contact Center from Services menu |
| 4. Navigate to: Provisioning > Entry Points |
| |
| STEP 2: Create Entry Point (Example: India_Main_Voice_EP) |
| ========================================================= |
| 1. Click: "Create Entry Point" |
| 2. General Settings: |
| - Name: India_Main_Voice_EP |
| - Description: Primary India voice entry - Sales & Support |
| - Entry Point Type: Inbound |
| - Channel Type: Telephony |
| |
| 3. Routing Settings: |
| - Routing Flow: India_MainMenu_Flow_v1 (select from dropdown) |
| (Note: Flow must be created first - see Section 3.6) |
| |
| 4. Service Level Settings: |
| - Service Level Threshold: 30 (seconds) |
| - Service Level Percentage: 80% |
| |
| 5. Advanced Settings: |
| - Enable Recording: Yes |
| - Recording Pause Resume: Yes (for consent) |
| - Enable Reporting: Yes |
| |
| 6. Click "Save" |
| 7. Note Entry Point ID: _______________ |
| |
| STEP 3: Map Dial Number to Entry Point |
| ======================================== |
| 1. Navigate to: Provisioning > Entry Point Mappings |
| 2. Click: "Create Mapping" |
| 3. Select: |
| - Entry Point: India_Main_Voice_EP |
| - Dial Number: 18001234567 (from Webex Calling) |
| 4. Click "Save" |
| 5. Repeat for additional numbers (+91-22-4960-1000) |
| |
| STEP 4: Verify Entry Point Status |
| =================================== |
| 1. Entry Point status should show: "Active" |
| 2. Mapping status should show: "Configured" |
| 3. Test: Place a call to the mapped number |
| - Expected: Call arrives at Entry Point |
| - Expected: Flow Designer flow executes |
| |
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