Connecting an AI phone agent to Webex Contact Center
Webex Contact Center is Cisco's cloud contact centre. By default you connect Tibinet's AI agent with a Flow Designer step that transfers to the agent's phone number. If your telephony runs through your own CUBE or Local Gateway, a SIP connection can be added there too.
Webex Contact Center and the AI agent
Telephony for Webex Contact Center runs through Webex Calling, through your own gateway (CUBE) or through a provider. Which route you can use depends on that set-up. Forwarding to a phone number works in every case.
How the integration works
| Call forwarding (default) | Through your own gateway | |
|---|---|---|
| To the agent | A flow transfers to a phone number of the agent | A dial peer on your CUBE or Local Gateway to the SIP address we give you |
| Back into the contact centre | The agent transfers to an entry point number | The same, through the gateway |
| Transfers | Cold, to a phone number | Cold, warm with 1 or 2, REFER as an option |
The gateway route is explained under connecting the AI agent to Webex Calling and to Cisco CUCM. The settings on our side are listed on the technical details page.
What your administrator does
Get the agent's number
We give you a phone number for the agent, either new or ported from your current provider.
Update the flow
In Flow Designer, add a step that transfers to the agent's number.
Entry point for the way back
Agree a number with us that lands on the right entry point.
Test
Call your own number, follow the route to the agent and check whether the caller's number comes through.
Transfers
With call forwarding, the agent makes a cold transfer to a phone number. Warm transfers with a summary and 1 or 2 apply to a connection through your gateway. Read more about forwarding calls to the agent's phone number.
Points to watch
- Forwarding will probably use minutes, depending on your contract.
- Whether the caller's number comes through depends on your set-up. Check it in a test.
Would you rather move your telephony to Tibinet entirely? See hosted business telephony. All platforms are listed in the integrations overview.
Connecting Webex Contact Center?
Leave your details. We will call you back and work out the route that fits your set-up.
Cisco and Webex are trademarks of Cisco Systems. Tibinet is not a partner of, or affiliated with, Cisco.
Frequently asked questions
Yes, a step that transfers to the agent's number.
Yes, through a number that lands on that entry point.
No. It is a telephony connection over SIP or through a phone number.
Probably, depending on your contract.
If your telephony runs through your own CUBE or Local Gateway, a dial peer to Tibinet can be added there. Warm transfers are then possible too.
Call me back
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