Chapter 6: Webex Contact Center Implementation -- 6.2 Entry Point Implementation¶
6.2 Entry Point Implementation¶
6.2.1 Entry Point Design (Per Chapter 3.3.2)¶
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| ABHAVTECH ENTRY POINT SPECIFICATIONS - 6 ENTRY POINTS |
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| |
| EP-01: India_Main_Voice_EP |
| ======================================================================= |
| Name: India_Main_Voice_EP |
| Description: Primary India voice entry - Sales & Support |
| Channel Type: Telephony |
| Dial Numbers: 1800-266-1000 (Toll-Free) |
| +91-22-4960-1000 (Mumbai) |
| Service Level: 30 seconds / 80% |
| Routing Flow: India_MainMenu_Flow_v1 |
| Business Hours: 24x7 (Mumbai) |
| Recording: Enabled with consent prompt |
| |
| EP-02: India_Sales_Direct_EP |
| ======================================================================= |
| Name: India_Sales_Direct_EP |
| Description: Direct sales line (skip IVR) |
| 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 (revenue) |
| |
| EP-03: EMEA_Main_Voice_EP |
| ======================================================================= |
| Name: EMEA_Main_Voice_EP |
| Description: UK/EU voice entry point |
| Channel Type: Telephony |
| Dial Numbers: +44-20-XXXX-XXXX (UK) |
| Service Level: 30 seconds / 80% |
| Routing Flow: EMEA_MainMenu_Flow_v1 |
| Business Hours: 9:00 AM - 6:00 PM GMT |
| After Hours: Route to India_Main_Voice_EP (follow-the-sun) |
| Data Residency: UK DC |
| |
| EP-04: Americas_Main_Voice_EP |
| ======================================================================= |
| Name: Americas_Main_Voice_EP |
| Description: US voice entry point |
| Channel Type: Telephony |
| Dial Numbers: +1-201-XXX-XXXX (New Jersey) |
| 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: Global_Chat_EP |
| ======================================================================= |
| Name: Global_Chat_EP |
| Description: Web Chat and WhatsApp |
| 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: Global_Email_EP |
| ======================================================================= |
| Name: Global_Email_EP |
| Description: Email channel |
| Channel Type: Email |
| Email Address: support@abhavtech.com |
| Service Level: 4 hours / 80% |
| Routing Flow: Digital_Email_Flow_v1 |
| Business Hours: Business hours SLA |
| |
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6.2.2 Entry Point Provisioning - Step-by-Step¶
Creating India_Main_Voice_EP¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Entry Points
Step 1: Access Entry Point Management
- Click "Create Entry Point"
- Entry Point Type: Inbound
Step 2: General Settings
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| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Name | India_Main_Voice_EP |
| Description | Primary India voice entry - Sales & Support |
| Entry Point Type | Inbound |
| Channel Type | Telephony |
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Step 3: Routing Settings
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| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Routing Flow | India_MainMenu_Flow_v1 (select from dropdown)|
| Music File | abhavtech_hold_music.wav |
| Overflow Treatment | Enable |
| Overflow Destination | Voicemail_EP |
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[!]️ NOTE: Flow must be created first (Section 6.5) before associating with Entry Point
Step 4: Service Level Settings
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| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Service Level Threshold | 30 (seconds) |
| Service Level Percentage | 80% |
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Step 5: Advanced Settings
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| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Enable Recording | Yes |
| Recording Pause Resume | Yes (for consent/PCI) |
| Enable Reporting | Yes |
| DNIS | (Set after dial number mapping) |
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Step 6: Save and Note Entry Point ID
- Click "Save"
- Record Entry Point ID: _______ (needed for dial number mapping)
6.2.3 Dial Number to Entry Point Mapping¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Entry Point Mappings
Step 1: Create Mapping for Toll-Free Number
- Click "Create Mapping"
- Select Entry Point: India_Main_Voice_EP
- Select Dial Number: 18001234567 (from Webex Calling)
- Click "Save"
Step 2: Create Mapping for Mumbai Number
- Click "Create Mapping"
- Select Entry Point: India_Main_Voice_EP
- Select Dial Number: +91-22-4960-1000 (from Webex Calling)
- Click "Save"
6.2.4 Entry Point Verification¶
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| ENTRY POINT VERIFICATION CHECKLIST |
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| |
| [ ] Entry Point status shows: "Active" |
| [ ] Dial number mapping shows: "Configured" |
| [ ] Flow association verified |
| [ ] Test call placed to mapped number |
| [ ] Call arrives at Entry Point (check real-time dashboard) |
| [ ] Flow Designer flow executes |
| |
| REPEAT for all 6 Entry Points |
| |
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