What is media service layer? what is the speciality?
Call will comes through the media service layer, and then to application layer. When the call comes form europe the call will hit in the medai service layer in the europe. Media wont send over to usa where the Application layer is set up.
what are the other layers, apart from Media service layer
Edge layer (access layer) - PSTN connection
Application Layer - Brain of the system, routing dections are made here
License Type
Named user
Concurrent license
User agent type
Normal Agent
Premium agent
SUpervisor agent
Administrator
Webex call flow- points to remember ?
what is the edge layer or Access layer?
Handles the entry of the every media type in to the system.
Media service layer are two type, what are those?
- Media service layer (vocie)
- Digital media service layer.
what are the three pstn connection options?
- Cloud connected PSTN
- Webex contact center PSTN (only US and Canada)
- Local voice gateway
Can agent login via third party phone system?
Yes, then the agent connectivity will go local phone system via the edge system. Otherwise the agent connectiivty is from Webex calling.
what is a region in webex contact center?
A region is where the contact center is initially deplyed and customer data provisioned and stored.
what settings are there in a multi media profile ?
You can define automatically contacts can be pushed to the agent or not. And in automatic and manual contact assignment how many number of contacts can be assigned to one agent at a time.
Automatic assignment had three options:
1. Bleneded - All the 4 types of contacts can be assigned at a time
2. Blended real time - 1 voice and more number of non real time contacts
3. exclusive - Assign a single contact at a time in each contact type
What are the contact types in Webex CC
there are 4
1. Voice
2. Chat
3. Email
4. Social
In weebx CC site, what all details are specified
Multi media profile
what are the main menu options within Customer experiance tab in webex CC
There 8 options
Channels
Queues
Business Hours
Audio files
Flows
Call recording schedules
Functions
Surveys
Channels
with channel you can define contact type and routing flow, timezone, service level threshold.
What Queue is used for ?
In queue you can define
1. contact direction - Incoming or outgoing
2. Channel type
3. skill based routing or agent assignmet
4. Recoridng, service level threshold, pause optoin, maximu time in queue etc
There is setting options available when call routed back to same queue, call will be send to the same person who was handling it before.
Chat queue, Asset and entry point
