Chapter 6: Webex Contact Center Implementation -- 6.1 Pre-Implementation Setup¶
6.1 Pre-Implementation Setup¶
6.1.1 Prerequisites Checklist¶
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| WXCC TENANT SETUP - PREREQUISITES |
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| |
| [ ] Phase 1 Webex Calling operational (Chapter 5 complete) |
| [ ] Control Hub Full Administrator access |
| [ ] WxCC licenses procured and assigned to organization |
| [ ] Azure AD SSO configured (from Phase 1) |
| [ ] Network connectivity validated per Chapter 5 |
| [ ] Salesforce Connected App OAuth configured |
| [ ] Google Cloud Project created (for Dialogflow CX) |
| [ ] India DC enabled for data residency compliance |
| |
| [!]️ CRITICAL: Do NOT proceed until Phase 1 Webex Calling is operational |
| |
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6.1.2 Control Hub - Contact Center Activation¶
Step-by-Step Procedure¶
Step 1: Access Control Hub
- Navigate to:
admin.webex.com - Login with Full Administrator credentials
- Verify organization: Abhavtech.com
Step 2: Activate Contact Center Service
- Navigate to: Services -> Contact Center
- If not activated, click "Set Up Contact Center"
- Select Platform: Webex Contact Center (Next Generation)
- Select Region: India (for data residency compliance)
- Confirm activation
Step 3: Verify Activation Status
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| Expected Status After Activation: |
| --------------------------------- |
| Service Status: Active |
| Data Center: India DC (ap-south-1) |
| Provisioning Status: Complete |
| Org ID: [Auto-generated] |
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6.1.3 License Allocation (Per Chapter 3.2.3)¶
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| ABHAVTECH WXCC LICENSE ALLOCATION |
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| |
| LICENSE TYPE | QUANTITY | ASSIGNMENT |
| -----------------------+----------+---------------------------------------|
| Standard Agent | 100 | Voice-only agents |
| Premium Agent | 75 | Voice + Digital agents |
| Supervisor | 10 | Team supervisors |
| Webex AI Agent | 1 | Virtual Agent "Abhi" |
| Agent Assist | 175 | Included with Premium (all agents) |
| WFO Recording | 175 | All agents (compliance) |
| WFO Quality Management | 50 | Evaluation sample |
| WFO Workforce Mgmt | 175 | All agents (scheduling) |
| -----------------------+----------+---------------------------------------|
| |
| LICENSE DISTRIBUTION BY SITE: |
| ----------------------------- |
| Mumbai HQ: 80 Standard + 40 Premium = 120 agents |
| Chennai: 15 Standard + 15 Premium = 30 agents |
| London: 5 Standard + 10 Premium = 15 agents |
| New Jersey: 0 Standard + 10 Premium = 10 agents |
| |
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License Assignment Procedure¶
Navigation: Control Hub -> Users -> [User] -> Services -> Contact Center
- Select user to license
- Enable Contact Center service
- Select License Type: Standard or Premium
- Click Save
💡 TIP: Use bulk CSV upload for 175 agents - see Section 6.6.3
6.1.4 Security Baseline Configuration¶
6.1.4.1 Administrator Roles¶
Navigation: Control Hub -> Users -> Roles
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| WXCC ADMINISTRATOR ROLES |
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| |
| ROLE | PERMISSIONS | ASSIGNEES |
| -----------------------------+--------------------------------+-----------|
| Full Administrator | All Control Hub + Contact Ctr | 3 |
| Contact Center Administrator | CC provisioning only | 2 |
| Contact Center Supervisor | Monitoring, team management | 10 |
| Read-Only Administrator | View settings, no changes | 2 |
| -----------------------------+--------------------------------+-----------|
| |
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6.1.4.2 Security Settings¶
Navigation: Control Hub -> Settings -> Security
| Setting | Configuration | Notes |
|---|---|---|
| SSO | Azure AD SAML (from Phase 1) | Mandatory for compliance |
| Session Timeout (Agent Desktop) | 8 hours | Agent shift duration |
| Session Timeout (Admin Portal) | 4 hours | Security best practice |
| IP Restrictions | Enable for Admin access | Corporate IP ranges only |
| Audit Logging | Enable all actions | Required for compliance |
| API Access | OAuth 2.0 only | Disable basic auth |
6.1.4.3 Data Residency Configuration¶
Navigation: Control Hub -> Organization Settings -> Data Residency
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| DATA RESIDENCY CONFIGURATION |
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| |
| REGION | DATA CENTER | RECORDING STORAGE | COMPLIANCE |
| --------------+------------------+-------------------+--------------------|
| India/APAC | India DC | India DC | DoT/TRAI, OSP |
| UK | UK DC (London) | UK DC | UK GDPR |
| EU | EU DC (Frankfurt)| EU DC | EU GDPR, BSI C5 |
| Americas | US DC | US DC | US regulations |
| --------------+------------------+-------------------+--------------------|
| |
| [!]️ CRITICAL: India data MUST reside in India DC for DoT/TRAI compliance |
| |
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