Set up services for trials and subscription orders

A partner or a customer administrator can set up services for trials and subscription orders. Services setup wizard experience is the same for the trial and subscription provisioning flows. We recommend that partners complete these steps before handing over the account to customer administrators.

You can use any supported browser to access Control Hub.

Partner Administrator Access

  • For Trials: When you set up a new trial using the Start New Trial wizard, after you provide the information to start the trial, the final screen displays "Your trial is ready. Do you want to set up the services for the customer?".

    Click Yes to continue to set up services for the customer.

  • For Subscription Orders: When you create a Webex Contact Center Order using the Order Set-Up wizard, after you specify the order information, the final screen displays "Thank you. The order has been mapped correctly".

    Click Next to continue to set up services for the customer.

Customer Administrator Access

For Trials and Subscription Orders: When the trial starts or the subscription order is successfully mapped, the customer administrator receives a Welcome email on the email address that is specified in the Start Trial wizard or Order Set-Up wizard.

Do the following to access the customer administrator account on Control Hub:

1

Open the Welcome email.

2

Click the Get Started link in the email.

3

Enter the password and click Save & Sign In.

4

Accept the Terms of Service to access your Control Hub account.

Services setup wizard

1

After a contact center trial or subscription starts, access the Services setup wizard to configure the contact center tenant using the Control Hub URL https://admin.webex.com/.

The wizard appears each time a partner or customer administrator accesses the Control Hub, until the setup is completed successfully.

2

On the Summary page, review the contact center license information and click Setup now.

3

On the Calling Setup page, review the SIP address name of your organization and click Next.

4

On the Contact Center Settings page, do the following:

  1. Choose the country of operation from the Country or region drop-down list and click Save.

    By default, the country of operation is same as the country that is chosen in the Order Mapping wizard.

    Webex Contact Center creates the tenant in the appropriate data center based on the country of operation. For the list of countries and the corresponding data center mapping, see the article Data Locality in Webex Contact Center.

    If an incompatible location message appears after you click Save, contact Cisco Solution Assurance for support.

  2. On the Confirm Country of Operation pop over, click Confirm.

    You can't change the country of operation for Webex Contact Center after you click confirm.

  3. In the Setup your Contact Center Tenant Timezone section, from the Timezone drop-down list, choose a time zone.

    By default, Webex Contact Center selects a timezone based on the region that your contact center operates from.

  4. In the Webex Contact Center Platform section, choose a contact center platform.

    Based on the country of operation you choose, one or more Webex Contact Center platform options are available.

  5. In the Webex Contact Center Telephony section, based on the platform you choose, select the applicable telephony option and click Next. See the table below for the telephony options available for various platforms.

    If you order the Cisco PSTN for Contact Center add-on (only for the United States of America), Webex Contact Center automatically applies the telephony option. This option isn't applicable for a trial tenant.

The following table summarizes the platform and telephony options applicable for each country of operation:

#

Region

Telephony Type/Integration method

1North America (all supported countries)

  • Webex Calling-based agents and PSTN via Webex Calling (with active subscription)

  • Support for external and third-party telephony via Webex Calling PSTN services**

  • Support for external and third-party telephony environments using VPOP*

2 EMEA (All), LATAM (All), APJC (All)

  • Webex Calling-based agents and PSTN via Webex Calling (with active subscription)

  • Support for external and third-party telephony via Webex Calling PSTN services**

  • Support for external and third-party telephony environments using VPOP*

3Gulf region (Turkey, Jordan, Bahrain, Kuwait, Oman), Southern Africa

  • Webex Calling-based agents and PSTN via Webex Calling (with active subscription)

  • Support for external and third-party telephony via Webex Calling PSTN services**

* VPOP is a legacy option. It is not recommended for new customers

** added in Cisco Commerce Workspace at the time of ordering (offered free of cost)

For more information on telephony integrations, see the Set up voice channels for Webex Contact Center article.

5

On the Review page, review the details of the subscription and click Submit. To change the service configuration options, click Go back and edit.

6

To download the summary of the order, click Download Order Summary.

7

Click Close.

After the Services Setup wizard completes, the Contact Center service is available in the customer organization.

What to do next

After the contact center setup is successful for your organization, navigate to Contact Center > Settings > General and review the Webex Contact Center Platform Details field on Control Hub.

Set up Webex Contact Center

Before you begin

1

On the Control Hub home screen, navigate to Contact Center > Settings.

2

In the Settings tab, click Set Up Cisco Webex Contact Center.

If the customer requires Webex Contact Center chat services, ensure that the customer administrator logs in to this page and clicks Set Up Cisco Webex Contact Center to set up chat services.

What to do next

Your tenant configuration is complete. Now, you can configure the following features for this tenant:

Set up your organization for hybrid services

Before you begin

1

Access the Services Setup wizard to configure the Contact Center tenant using the Control Hub URL https://admin.webex.com/. The wizard appears each time a partner or customer administrator accesses Control Hub, until the setup completes successfully.

2

On Summary, confirm that your Contact Center license information is accurate and click Set up now.

3

On Set up Location, review the SIP address name of your organization and click Next.

4

On Contact Center Settings, do the following:

  1. Choose the country of operation from the Country or region drop-down list and click Save.By default, the country of operation is the same as the country selected in the Order Mapping wizard. Webex Contact Center creates the tenant in the appropriate data center based on the country of operation. For the list of countries and the corresponding data center mapping, see Data Locality in Webex Contact Center. This list applies for On Premises and Webex Contact Center Enterprise also. For premise-based deployments, select a country of operation which provides services closest to your deployment.

  2. On Confirm Country of Operation, click Confirm.

    You can't change the country of operation for the Webex Contact Center after confirmation.

  3. In Setup your Contact Center Tenant Timezone, from the Time zone drop-down list, choose a time zone.

    By default a time zone that is based on the region that your Contact Center operates from is selected. You can change this by selecting a time from the drop-down list. The selected time zone applies to Webex Connect service. If ony CCAI services is being provisioned, then the option to select the Contact Center Tenant Timezone is not provided.

  4. Review the information in Here’s what you’ll set up. The provisioned service is displayed in the Contact Center setup section.

  5. On Review, review the details of the subscription and click Submit. The services setup takes a few minutes.

  6. Click the Download Order Summary (PDF) to download the order summary.

  7. To change the service configuration options, click Go back and edit.

  8. Click Close.

What to do next

Provision Webex Connect digital services for your organization

Webex Contact Center automatically provisions digital services like Webex Engage and Connect. The user management for the administrators is automatically synced between Contact Center and Connect. All partners and customer administrators can start using Connect right away and set up the services.

When the first customer administrator or any administrator that's added into Connect receives two emails, one from Cisco and one from Connect, they need to do the following:

  1. Check your email: You'll receive two emails – one from Cisco and one from Webex Connect.
  2. Follow the Cisco Email First: Start by clicking on the link in the Cisco email. This step is important because it helps create your user account.
  3. Open the Webex Connect Email: After finishing the Cisco email steps, go back to your inbox and open the Webex Connect email. Follow the instructions there.
  4. Log into Webex Connect: You will be taken to the Webex Connect login page and then to the Webex Connect central admin page. From here, you can find and click on your tenant (your workspace) in the left navigation menu.
  5. Access Your Tenant: When you click on your region, the Connect tenant will open up in a new screen.
  6. Activate Your Account: Your admin account will be activated in Connect the first time you log in.
If you don't activate your account within 7 business days, you'll need to be added again from either Control Hub or Connect.

Completing these steps is crucial as it successfully creates the administrator's account. The following tables give you the mapping of roles between Control Hub and Connect:

Table 1. Control Hub users sync in Connect
Users privileges in Control HubRole allocated in Connect
Customer Administrator: Full AdministratorConnect Tenant Owner
Customer Contact Center AdministratorConnect Tenant Owner
Customer Administraotor: Read-onlyConnect Read-only

Table 2. Connect users sync in Control Hub
Users privileges in ConnectRole allocated in Control Hub
Connect Read-onlyCustomer Administrator: Read-only
Connect LimitedCustomer Administrator: Read-only
Connect Full AccessCustomer Administrator: Full Administrator
Connect Tenant OwnerCustomer Administrator: Full Administrator
Connect Restricted AccessCustomer Administrator: Read-only
Partner administrators don't have access to Webex Engage.

See Step 1 of Set up Digital Channels article for details.