A tag already exists with the provided branch name. Posting Call Records into the CRM Reporting tables for Primary Reporting on the CRM. Data Residency We've added a new European geography (GEO) with data centers in London, Frankfurt, and Amsterdam. the limits enforced by the infrastructure provisioned for the various services and platform components. This means that Webex Teams does not proliferate extra personally identifiable information. The overall goal of data locality in Cisco Webex Teams is to keep users' data in regional data centers that correspond with the location of the organization. Ability for customers to reach out via various digital channels, including but not limited to, Direct chat via popular messaging clients such as WhatsApp, Facebook Messenger, Apple Business Chat, Direct Message from Twitter, Ability to detect new interactions and handle them efficiently. Webex further supports our customers in the public sectors in British Columbia, Nova Scotia, and Quebec, as well as those in the healthcare and financial sectors through adherence to local regulations. With multiple data centers, Webex provides redundancy and resiliency of your data. As with the Virtual Agents for Voice, if the BOT treatment ends with escalating as the result, then the interaction is queued Cisco Webex Contact Center (Webex CC) is a Contact Center as a Service (CCaaS), that enables organizations to enable smarter, proactive, and personalized interactions across the customer journey. We do not support migrating an organization between GEO locations at this time. The Cisco privacy program has been validated by independent third parties, including the EU (European Union) privacy regulators andTrustArc. Security natively built-in in the way the systems are built and deployed, data is protected in transit and at rest along with This is to support Webex Experience Management Account Setup The below table has the details on the connectivity options to the Voice Edge Infrastructure. are terminated in the ALB and internal traffic over http is routed to the services. Reverse Proxy: A reverse proxy is required for the DB Connector endpoint to be publicly reachable on the Cloud. Webex CC is architected, designed, and developed, from ground up, as a cloud native solution, with the following core architectural principles. The services in Webex CC communicate using messages and the critical message processing flows does not involve any blocking interfaces (REST APIs, Push Data via WebSocket interface) for specific use cases. This is a pre-requisite for HTTPS traffic between the HTTPClient (HTTP Node) on Flow Designer and the DB Connector application. For example, to enable the Salesforce actions widget, the administrator can turn on the desktop layout parameter setting sfdcWidgetEnabled Deployed in Geo-redundant Cisco Data Centers Partner sells the service, owns customer relationship Cisco owns and supports platform and service, can bring opportunities. All the standard / stock widgets are powered by data thats retrieved by APIs or server side push mechanisms. All external integrations to WxCC to augment and enhance the capabilities that customers can use, is using standard published data and clear text data is not stored anywhere within Webex CC. In future phases, the Country Selector will be pre-populated with a country code indicated in the order as the Service to This is a highly secure environment, isolated from the public internet. The Webex vision for sovereignty is to secure cross-company, cross-border collaboration for governments, businesses and consumers that is compliant with local regulations on data residency, access, and controls. You can manage Cisco Webex Meetings sites for your EFT organization in Control Hub. Our data residency solution provides privacy protection through local data centers that are compliant. data and insights that visualize and track key operational metrics. Webex CC services are deployed in AWS and is powered by a cloud native platform that enables the following: Availability of infrastructure services and applications across multiple availability zones, Elasticity of infrastructure services and applications enabling dynamic scaling capabilities. Periodic Tests are run and any failures results in triggering alerts. The principles based on which Webex CC is architected and designed enables the solution to scale dynamically as needed within All the infrastructure provisioning is done using code no manual steps and none of the credentials can be accessed manually. Webex CC agent and supervisor desktop enables extension of the desktop capabilities by developing and running custom widgets In Phase 1, user-generated content (encrypted messages, boards, files and related metadata) continues to be stored in When an agent becomes available, the handler gets interrupted, and interaction is offered to agent. Webex for Government operates a FedRAMP authorized U.S. Additionally, EU customers who had set up their accounts in the US prior to data residency availability have an option to migrate their organizations data and user content to the EU. the operational metrics that enables efficient interactions. CRM Connector Embedded Desktop Connector Architecture illustrates the CRM embedded Webex CC desktop and connector architecture. The asynchronous API and server-side push enables scale and any connectivity loss to the WebSocket interface is detected and Cisco Blogs / Government / Count on Webex for your Data Locality and Sovereignty Needs. All outgoing interactions are over https / TLS (for non http protocols). For more information on the HTTP Connectors, visit https://github.com/CiscoDevNet/webex-contact-center-crm-integrations. reduces risk and minimizes the time to resolution, if a change needs to be deployed in response to a failure. mechanisms, which enables continuous validation and detection of impending issues and preventing / minimizing impacts to customer calls, enhancing agent and supervisor experiences using AI, detecting, and understanding the customer journey to proactively Select services, with http APIs expose those interfaces via a gateway and all incoming https (including those of WebSocket) All data that gets stored are encrypted at storage layer. Customer 1. visit https://github.com/CiscoDevNet/webex-contact-center-crm-integrationshttps://github.com/CiscoDevNet/webex-contact-center-crm-integrations. ServiceNow: https://store.servicenow.com/sn_appstore_store.do#!/store/application/6c8e2a4edbc73410e1c75e25ca961947/1.0.5? For example, in telephony there is physical infrastructure provisioning needed to enable PSTN connectivity, configuration which an interaction reaches Webex CC are different. The identity service in your organization's Quebec Bill 64 amended requires private organizations, before transferring personal information outside of the province of Quebec, to conduct data privacy assessments and enact appropriate contractual safeguards. The first phase of the offering provides the following high-level functionality: Your users have a single identity that is stored in your organization's geographic region. to handle the incoming interactions and then route the interaction to Webex CC when the Webex Connect flow explicitly queues The Webex CC VPOP infrastructure includes redundant pairs of SIP SBCs ensuring high availability and more SBCs can be added Techvision Research named Webex a clear leaderin cloud collaboration with the best security and privacy, and others, like theU.S.s National Security Agency (NSA)have confirmed that Webex offers the most complete set of security and privacy tools to help organizations reduce risk across the entire collaboration ecosystem. phase of the program: Data locality does not currently cover user-generated content (encrypted messages, whiteboards, files and related metadata). in the United States of America continue to serve North America and the "Rest of World" (RoW). location. In Phase 1, we are introducing the following locations, with the intention of expanding to more later: EuropeHosted in the data centers in the United Kingdom and European Union. supply data upfront to agents are clear differentiators in the way contact center solutions are evolving. These certifications are kept up to date at regular intervals. with newer ones automatically. If there are no agents For more details, visit https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/Voiceonboarding2/wcc-voice-onboarding-2-book/wcc_b__voiceonboarding_private_conn.html. HelenaSt. primarily maps to the phone number to which calls arrive and for email / messaging channels, the Entrypoint points to asset Flow supplies an activity to handoff the interaction to a virtual agent, thats pre-configured in Webex Control Hub. centers. Vincent and GrenadinesSudanSurinameSvalbard/Jan Mayen Isls.SwazilandSwedenSwitzerlandSyrian Arab RepublicTaiwanTajikistanTanzaniaThailandTimor-LesteTogoTokelauTongaTrinidad and TobagoTunisiaTurkeyTurkmenistanTurks/Caicos Isls.TuvaluUgandaUkraineUnited Arab EmiratesUnited KingdomUnited StatesUS Minor Outlying Is.UruguayUzbekistanVanuatuVatican CityVenezuelaViet NamVirgin Islands (British)Virgin Islands (U.S.)Wallis/Futuna Isls.Western SaharaYemenZambiaZimbabwe. If you have users in different countries, select the country where the majority of your users are located. For example, for salesforce, Keep in mind that all the message. configuration of Entrypoint is the phone number associated with it, which is typically a valid PSTN phone number obtained How does data locality impact compliance and visibility across GEOs? storage to Europe) for existing organizations. Migration is usually performed during your regular maintenance window, which should minimize any disruption and not require additional effort from you. The highest level of cloud deployments is trusted service that is isolated from the Internet, operated by local staff with specific security clearances to handle classified, secret, and top-secret data. We recently added a new data center in Singapore and Im excited to share that our new India data center will go live by early Fall 2022. files, whiteboards). The more you can automate routine tasks, the more successful agents are at serving your customers. workflows involved in handling interactions. Country * Please selectUnited StatesUnited KingdomAustraliaCanadaFranceGermanyNetherlandsSpainSweden--------------Afghanistanland IslandsAlbaniaAlgeriaAmerican SamoaAndorraAngolaAnguillaAntarcticaAntigua and BarbudaArgentinaArmeniaArubaAustraliaAustriaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelgiumBelizeBeninBermudaBhutanBoliviaBonaireBosnia and HerzegovinaBotswanaBouvet IslandBrazilBrit/Indian Ocean Terr.Brunei DarussalamBulgariaBurkina FasoBurundiCambodiaCameroonCanadaCape VerdeCayman IslandsCentral African RepublicChadChileChinaChristmas IslandCocos (Keeling) IslandsColombiaComorosCongoCongo, The Dem. Further, ability to integrate with specialized contact center ecosystem capabilities such as running proactive automated outbound embedded in the CRM application. to Webex CC. We store data about your organization, such as verified domains, preferences, and security settings, in your geographic region. over the WebSocket connection. We recently added a new data center in Singapore and I'm excited to share that our new India data center will go live by early Fall 2022. Webex CC supports outbound preview campaigns using campaign management solution by Acqueon. To protect against foreign government interference, use of U.S. or foreign entitys data center or public clouds is not allowed, and service operations need to be performed by a local entity. The further sections in this document expand on each of the above capabilities and how Webex CC architecture enables the same. How to reduce risks when using Artificial Intelligence (AI), UCentric Automated Migration to Webex Calling. Additional features, storage, and support start at just one low price. The DB Connector application is available for free, and the open source code is shared to be able to extend the functionality to support more data sources. A customers organization data is created and maintained in the GEO location where the Webex Teams service is provisioned. Offer Description: Cisco Collaboration Flex Plan Contact Center. This is the engineering process and delivery pipeline and enables quick and reliable build, validation, and deployment of The Data Sovereignty act requires notification to consumers if personal data is stored outside of the country. We offer on-premises key management, also known as Hybrid Data Security (HDS), as well as bring your own key (BYOK) in the cloud capabilities. to ensure availability, reliability and automated ad-hoc scale requirements requires state of the art monitoring and alerting and data so that contact center is operational for customers in a new AWS region. Webex CC supports workflow optimization and quality management solutions from leading industry vendors. We determine the GEO region in which the organization's data resides based on the selected country. agents and teams are located) separate entry points and queues can be configured, and supervisors / users can have access the CTI JS library provided by Salesforce is used to perform actions and listen for events inside the CRM. This enables to minimize the failure surface and achieve availability of core contact center capabilities to customers. Observable: All the services, and the infrastructure components that enables the deployment of such services, are observable with standard the user experience. The following sections describe various functional components of Webex CC. Apart from this, there are certain internal systems and interfaces used by developers that are used for viewing logs, metrices, 1. instance that needs the state. For voice calls, a typical scenario is where users dial a PSTN phone number which then gets connected to the contact center. Finally, if needed, the interaction must be escalated to an agent, who is optimally skilled to handle the interaction. integrations will continue to allow you to monitor and take action on data loss prevention events, even if your users collaborate For the DB Connector to work effectively here is the 4 step process: Download, Build and Package the DB Connector JAR file or container - ready to be deployed and run on a production VM or container. Further the Webex CC Desktop application runs a custom headless widget (no user interface) runs in the background, interacting Ciscos Security and Trust organization oversees security and privacy for Webex, and publicly discloses security vulnerabilities. Queues are mapped to teams, as the search space for agents, with ability to expand the search space based on the elapsed time Webex CC supports telephony, email, and messaging (social channels) as various channels by which users can interact with the To maximize user See LICENSE for details. There are several Impact Levels (IL) and IL5 allows storage and handling of Controlled Unclassified Information (CUI) and unclassified National Security System (NSS) information. desktop attempts to re-connect and re-login. threshold, by adding other teams to the search space. This action permanently Republic OfCook IslandsCosta RicaCte d'IvoireCroatiaCubaCuracaoCyprusCzech RepublicDenmarkDjiboutiDominicaDominican RepublicEcuadorEgyptEl SalvadorEquatorial GuineaEritreaEstoniaEthiopiaFalkland IslandsFaroe IslandsFijiFinlandFranceFrench GuianaFrench PolynesiaFrench Southern Terr.GabonGambiaGeorgiaGermanyGhanaGibraltarGreeceGreenlandGrenadaGuadeloupeGuamGuatemalaGuernseyGuineaGuinea-BissauGuyanaHaitiHeard/McDonald Isls.HondurasHong KongHungaryIcelandIndiaIndonesiaIranIraqIrelandIsle of ManIsraelItalyJamaicaJapanJerseyJordanKazakhstanKenyaKiribatiKorea (South)KosovoKuwaitKyrgyzstanLaosLatviaLebanonLesothoLiberiaLibyaLiechtensteinLithuaniaLuxembourgMacauMacedoniaMadagascarMalawiMalaysiaMaldivesMaliMaltaMarshall IslandsMartiniqueMauritaniaMauritiusMayotteMexicoMicronesiaMoldovaMonacoMongoliaMontenegroMontserratMoroccoMozambiqueMyanmarN. The following are limitations that exist in this phase of the data locality program, which we expect to address in a future CSA Star Level 2 (3rd party independent assessment), ISO27001 (International standard for information security), ISO27017 (Security standard for cloud service providers), ISO27018 (Security standard focused on protecting personal data in the cloud), C5 German standard, demonstrating operational security against cyber-attacks. It can be configured along Request for a Client ID & Client Secret pair from https://developer.webex-cx.com. For more details, visit https://developer.webex-cx.com/documentation/guides/desktop. The major services provided are Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS). For more information on Firewall configurations, refer the Security & Production Deployment section. The overall goal of data locality in Cisco Webex Teams is to keep users' data in regional data centers that correspond with Partners in one region can create customer organizations in any region. Keeping agents productive requires efficient processes and intuitive desktop tools. Webex CC compute instances are provisioned in AWS and services run as pods in Kubernetes cluster which has multiple namespaces The messaging channels supported by Webex CC are: The email channels supported by Webex CC are: This section covers the mechanisms by which an interaction can enter Webex CC. Configuration Entities Mapped to User Profile illustrates the key configuration entities and user profile that references these entities. Webex has changed the landscape of collaboration with security and compliance innovations in data privacy, residency, and sovereignty. There can be additional security and compliance requirements per customer. To enable global organizations, with agents and customers at multiple geographical locations, Webex CC supports keeping the and trigger alerts. Apart from restricting access to these entities, the Webex CC administrators can control the specific capabilities/modules For more details, visit https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/wcc_oem-integration-with-acqueon.html. This will improve the user experience and minimize latency by utilizing storage in the data centers sign in The government allows cloud providers to use any infrastructure or software services on-prem or cloud-based if they meet standard requirements. From an ingress perspective, this needs a mechanism to route calls from PSTN to Webex CC. configuration and data is restored to make contact center operational for customers. example, when a call gets answered by an agent, an event handler can trigger a screen pop in agent desktop interface. media within the local region, for those regions where the voice media edge and ingress services are running. It is powered by a Spring Boot backend that enables JDBC to authenticated REST API interfaces that are configurable by the administrator for GET/PUT/POST use cases based on the SQL Queries . IO operations and the state required for processing messages is localized to the instance of the service thats processing content (messages, whiteboards, files and related metadata) continues to be stored in global data centers with the data of Customers have full operational control of the production environment and software updates. Trusted Cloud with dedicated processing and storage within restricted data centers located in-country and adhering to FedRAMP regulations. associated with the meetings site cluster. Note that Webex Meetings sites can be managed through any such organization and recordings are still The application code is available open source on GitHub for extension along with accompanying Readmes on hosting options. mechanisms to measure, detect and prevent situations affecting contact center capabilities as well as quickly troubleshoot When selecting the country for an organization, consider the following recommendations: If the organization's users are primarily based in one country, select that country, even if it doesn't match the business For email and messaging / social channel interactions, the virtual agent/ BOT treatments are configured in the Webex Connect APIs. Cisco provides technical support, keeps the service updated and resolves any issues during the lifecycle. principles. The CRM connectors are invoked via the Webex CC agent desktop layout and optional parameters are passed via the desktop layout Customer 2. for those belonging to the teams that the supervisor is assigned to. . The marketplace application installation activates the required plugins and imports the required XML files into the CRM console The meetings data sheet can be found at Cisco Webex Meetings Privacy Data Sheet Cisco. For custom widgets too, based on the authentication model, it provides a single sign-on experience to agents if the custom Webex empowers inbound/outbound customer service and business communications across: Voice calling SMS text messaging Website chat Social media Email For email / messaging channels, the ingress configuration must be done in Webex Connect and it involves email/messaging account Once the organization and contact center features are provisioned in Control Hub, it will trigger a workflow in Webex CC which In case it is not, the agent cannot receive After a long search for a contact center solution with cutting edge . Further, such data is never persisted in Webex CC reporting data store and the logs / messaging infrastructure will have encrypted Cisco is making our Cloud Controls Framework (CCF) public. separate accounts in foreign clusters. For every call that is active, an instance of flow execution too is active, until the call ends, resulting in concurrent executions Watch Now: WebexCC DB Connector Installation & Walkthrough, Connect SQL Servers with Webex Contact Center DB Connector, https://github.com/CiscoDevNet/webex-contact-center-dbconnector, https://help.webex.com/en-us/article/3srgv1/Security-Settings-for-Webex-Contact-Center, Webex Contact Center APIs Developer Community, How to Ask a Question or Initiate a Discussion, Connectors now have separate pages so it is easier to add additional connectors: /app/connector <- main page /app/connector/mysql <- mysql connector page /app/connector/sqlserver <- sql server connector page, Moved src/main/resources/application.yml out of the jar file and renamed application.yml to application.properties. All the user interfaces used by various contact center users (agents, supervisors, administrators, analysts) are protected To review the list of countries where Webex Contact Center is available, see the Geographic Terms and Restrictions section in the Offer Description: Cisco Collaboration Flex Plan Contact Center article. These policies include ensuring the confidentiality of sensitive and personal data and ensuring the flexibility, scalability, resilience, security, and ability to collaborate with a diverse ecosystem of customers and partners. Read more now. includes automatic handling and BOT treatments for all forms of messaging and email interactions. 2020 Cisco Systems, Inc. and/or its affiliates. Queuing and Routing Architecture illustrates the queueing and routing architecture. to use Codespaces. PIPEDA requires a users consent before using or collecting personal information. Webex Customer Experience. The Voice Edge components allows SIP trunks from customer network / PSTN carriers to terminate, and this is enabled based If you wish not to migrate at this time, you can choose to opt out. For Webex CC the factors that impact the scale are: Concurrent number of interactions in progress, Concurrent number of actions that supervisors / agents perform, outside of handling the interactions, Volume of the data generated and persisted. Once an agent is part of an interaction, all updates to that interactions state or associated data too are pushed to desktop Use Git or checkout with SVN using the web URL. Encryption keys for your users are created and stored in your organization's geographic region, and the key management service Once the DB Connector app is configured and hosted along with a publicly reachable IP address and secure connectivity (HTTPS - with CA Signed Certificates) - the Flow Designer Node is configured to reach your database. all other organizations. Agent desktop is a micro frontend based single page application that hosts widgets built based on web components architecture. Webex data centers keep your data local By utilizing a local Canadian data center for Webex, you have compliance to local and regional Canadian regulations including keeping all your meetings sessions and storage in Canada. Privacy data sheets describe the processing of personal data (or personal identifiable information) by Webex. Note that this number must be a valid phone number to which calls can be routed. Upon receiving a call, the CRM integration performs the following actions on the CRM console. In this Phase 1, data localization is available for an end customers organization, user identities, and encryption These are typically, asynchronous APIs, where the response for an invocation, comes to desktop via a WebSocket connection. The Webex CC Flow Builder allows developers to define the flow and administrators can then assign them to the right routing flow. The U.S. government is one of the biggest technology buyers in the world and has established a standardized approach to security assessment and authorization for cloud products and services used by U.S. federal agencies and the Department of Defense. All the contact center provisioning is done using a BPM workflow engine which enables a declarative way to define the steps See Cisco's Privacy Statement for more information. With BYOK or HDS you retain full control of your stored data no one can access your data unless you explicitly authorize it not even Webex. as needed. Supervisors are assigned to teams and can monitor/ coach the agent and have access to team level status and agent statistics Webex Control Hub is the primary interface used by partners and customers for onboarding customers and enabling or configuring gets retrieved via the data consumption APIs and the reporting and data visualization interface Analyzer. Based on the type of interaction that the agent is handling, the widgets in the agent desktop supply the ability to perform Data Locality in Webex Contact Center This article lists the data centers that are used to provision Webex Contact Center tenants. provisioning and Webex Connect flow configuration. The primary mode of integration with the CRMs is by embedding Webex CC Desktop application in a separate iFrame. Based on the media type, the mechanisms by CA Signed Certificates: The Web application needs to be hosted with a CA signed certificate for this to work effectively. We also provide flexible options for encryption and key management for your content stored in the Webex cloud. resource usage and be ready for the game day. of the actions to be performed while handling the call either prior to queueing and routing to an agent or the Flow itself FedRAMP Moderate allows handling of non-public data like PII and requires 325 security controls with a mandate that the cloud must be operated by U.S. nationals. Webex CC data processing pipeline and consumption interfaces illustrates the data processing and consumption interfaces in Webex CC. Refer to Webex Contact Center Service Privacy Data Sheet for more details. can be assigned to flow variables specially tagged as Contains Sensitive Data. In case of escalation, the flow can be configured to queue the call which then gets answered by an agent. This ensures that Webex Contact Center is able to reach your application over the public internet. Observability with proactive monitoring and alerting that enables High Availability of contact center services to its customers. features. The interactions are powered by two SDKs that the headless widget uses. However, to ensure that failures are The type of API interfaces that are available in Webex CC are: Webex CC supports two modes of integration with Customer Relationship Management (CRM) systems. proactive, and personalized interactions across the customer journey. 2023 Cisco and/or its affiliates. It also handles retroactive enforcement of policy when employees change jobs or roles internally and allows customers to maintain authorized access to confidential data. Firewall Settings: Allow list Webex Contact Center IP Addresses as the SRC (Source) IP Address. More information on Flow Builder is covered in the upcoming section on IVR System. The flow associated with entry point (via Routing Strategy), which decides the steps involved in handling interactions. The documentation set for this product strives to use bias-free language. Webex is available in 200+ countries with 47 data centers around the globe. Usually, this is configured as the last cycle so that it acts as an overflow if no agent is available even after all the configured in AWS CloudFront CDN ensuring high availability of the widget AWS across availability zones and regions. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Nova Scotia data residency requirements. Some regions like Europe and Canada have stricter data residency policies. The Webex Contact Center DB Connector is a full stack application that enables you to manage your SQL data source connectivity with Webex Contact Center. Learn more about how Cisco is using Inclusive Language. The administrator controls that are already available allow you to disable external communication There are some features which are not available in Phase 1 for organizations that are provisioned in the EU/UK data centers: Compliance officers continue to have 100% visibility to user content regardless of where the data is stored (based on the None of the infrastructure components / services are directly exposed outside of the AWS VPC and only publicly exposed interfaces The Webex Contact Center DBConnector is a full stack java application that enables you to connect your SQL data sources from the Webex Contact Center HTTP(S) Nodes on Flow Designer. Publishing to the registry allows organizations to show current and potential customers their security and compliance posture, including the regulations, standards, and frameworks they adhere to. Webex Calling Endpoints. If everything has changed, why hasnt my office? The following features are not available in Phase 1 for organizations that are provisioned in the European GEO: Cisco Webex Hybrid Call Service (only available in the United States). Building on the commitment to provide full transparency, Cisco also provides privacy data sheets for all products within the Webex family. With industry-leading products and an uncompromising commitment to privacy, regulated organizations can be sure we do everything possible to keep data protected and their users personal information secure and confidential. Our future strategy is to continue to expand the regulatory engagement for global acceptance. actions. Infrastructure Availability and Reliability. Screen pop the Customer record tied to the ANI or other call associated data. True data residency means that all data, including PII and user-generated content, remain in-country. The block of IPs are listed in the Security Document. For more information on Webex CC Flow, see https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_0100.html#Cisco_Generic_Topic.dita_e338e055-64b0-4973-bd52-8a5581dcb0ee. The programming constructs that Flow supports are: Declaration and Setting variables state associated with a flow execution, Pebble Expressions to set value of variables, Looping using Conditionals and Go To (ability to chain activities together). Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Direct (with Whitelisted Source IP addresses), IPSec Virtual Private Network (VPN) or IPSec over Generic Routing Encapsulation (GRE). The other CRM connectors can be added as Custom Email Addresses to which customers can send email to and mechanism to detect new incoming emails. Cisco Webex Contact Center (Webex CC) is a Contact Center as a Service (CCaaS), that enables organizations to enable smarter, These configuration entities and their usage are covered in Configuration Entities. center capabilities. However, to ensure that this basic tenet is achieved, there are multiple behind the scenes capabilities that the organization These alerts create proactive incidents and are handled as a real incident that impacts customer. The key configuration entities in Webex CC, scoped within an organization, are: Site stands for a location where one or more teams, users (agents / supervisors) are located. geographic region handles client authentication requests. Each instance of flow execution provides isolated environment for data / state associated with the flow and there by the call. and access to each namespace is restricted with separate credentials. be connected. Work fast with our official CLI. Flow integrations via HTTP(S) Connectors in the IVR. And for customers who want more visibility and control over sensitive data Webex offers advanced data loss prevention (DLP) capabilities, allowing policies to follow employees when they collaborate internally and externally. of flows. widgets authentication model is integrated with CI. Regarding the consumption model, where contact center offerings are consumed as a cloud delivered software service, the ability the credential store itself is restricted and configured as secrets in the build and deployment systems. Our Ladder of Excellence lists levels of locality, their key characteristics and proof points of solutions we have delivered recently at each tier. We are enabling Webex customers with options to provision and store some or all of their data (meetings, messaging, calling, user identities, encryption keys, analytics, and billing data) in Webex global data centers within their region. Zendesk: https://www.zendesk.com/marketplace/apps/support/202570/webex-contact-center/. with in the desktop. are APIs and WebSocket Servers which are controlled and managed using api gateway. Salesforce IVR HTTP Connector (In-built): https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Salesforce/salesforce-ivr-http-connector, Zendesk IVR HTTP Connector (Custom): https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk/zendesk-ivr-http-connector, ServiceNow IVR HTTP Connector (Custom): https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/ServiceNow/servicenow-ivr-http-connector. The values for such data are encrypted and and access control and authorizations with credentials securely stored and managed in a secret store. that a user can access in the administration interface, thereby having users with administration /configuration rights to These are primarily used for personalization within the voice interactions and customized routing within the IVR. to a queue / directly to an agent (agent specific queue supported only for telephony/voice interactions). specific entities as well as sections/ capabilities of the Webex CC administration interface. HCS Contact Center is a separate solution offered by HCS partners, which is not covered in this article. Connected data Access shared information in real-time to eliminate the need for customers to repeat or defend themselves. We continuously work with customers and regions to build out our footprint and deliver improved performance. For Telephony, the inbound Voice Call handling is decided by how the call entered the contact center (see Ingress Mechanisms For details on the other API integrations that can be performed in Webex CC, visit https://developer.webex-cx.com/documentation/getting-started/. I understand I can unsubscribe at any time. Customer data within WCC for routing decisions Invoked with an incoming call, chat, or email Integrated with WCC Portal Data-driven possibilities: If customer is VIP tier Route to High-touch teams with higher priority If customer called 3 times today Set call priority to high Webex CC Flow, using the activity GetQueueInfo, can fetch real-time information for a queue like Position in Queue (PIQ), Teams are used to distribute interactions to agents via queues. Current Webex customers in Canada will receive a notice about your migration process. sets the GEO location for the organizations users and encryption keys. We plan to release European content storage for new organizations before we support content migration (from common global The logical entry point for calls in the Webex CC is the configuration entity named Entrypoint. to scale the concurrent call volumes to be supported. It repeals data sovereignty rules, now allowing public sector organizations to disclose, store and allow access to personal information outside of Canada, and it requires organizations to develop a privacy management program and disclose privacy breaches. This article lists the data centers that are used to provision Webex Contact Center tenants. Webex CC Desktop JS SDK: This is the JavaScript SDK provided by Webex CC to register event listeners for agent and contact Overview of Contact Center Solutions Pierre and MiquelonSt. Beyond these, modern enterprises need to have added capabilities to optimize the contact center operations with access to configured in Webex Control Hub and used on the Webex CC Flow. Cisco is a trusted member of The Cloud Security Alliance. If you are not a current Webex customer, you are welcome to convert your communication services to Webex and our Canada data centers. For email, and messaging channel of incoming interactions, Webex CC utilizes Webex Connect for provisioning the assets, flow Canada: PIPEDA (Personal Information Protection and Electronic Documents Act), Australia: IRAP (Infosec Registered Assessors Program), Global: SOC 2 & 3, ISO, CSA STAR (Security, Trust, Assurance, and Risk). For telephony this Parse Data JSON, TOML, XML typically used for parsing API response. address of the organization. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. can handle the call with no transfer to an agent. Webex Connect Flow decides the handling of such interactions until the interactions are queued and routed to agents. This commit does not belong to any branch on this repository, and may belong to a fork outside of the repository. There was a problem preparing your codespace, please try again. Stateless services (or externalized state). Cisco has achieved external validation of our protections for personal data. detected and acted upon before functionalities are impacted, Webex CC employs the following strategy. Scalable and secure edge infrastructure for Telephony/Voice integrations. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Today I am sharing our approach for local collaboration services and highlighting the steps we have taken to deliver a range of sovereignty options for our customers that match their unique needs. to true. https://www.zendesk.com/marketplace/apps/support/202570/webex-contact-center/, https://github.com/CiscoDevNet/webex-contact-center-crm-integrations, https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Salesforce/salesforce-ivr-http-connector, https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/Zendesk/zendesk-ivr-http-connector, https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/ServiceNow/servicenow-ivr-http-connector, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/wcc_oem-integration-with-acqueon.html, https://developer.webex-cx.com/documentation/guides/desktop, https://developer.webex-cx.com/documentation/getting-started/, Multi Region deployment with regional media, Continuous Monitoring and Failure Detection, Webex Contact Center Service Privacy Data Sheet. Webex CC is an embedded application (also called an embedded desktop application or embedded softphone) which is primarily The media edge and ingress services are deployed in the following regions. Continuous Monitoring and Failure Detection indicates the continuous monitoring, validation, and alerting mechanisms in place for Webex CC. The data center for a tenant is decided based on the Country of Operation that you select in the Set-Up wizard. This helps organizations in regulated industries, such as financial and legal, comply with regulatory mandates around internal communications involving certain restricted groups and people. Ability for agents to indicate availability for handling interactions and supervisors to monitor, coach agents and obtain The event driven architecture and stateless services enables resiliency and elasticity. Estimated Wait Time (EWT), number of agents available in the queue, and can be used to decide whether to queue the contact Experience Webex at Cisco Live 2023: The Future of Workspaces, Workstyles, and Customer Experience. Isolated/Loosely Coupled: Every service can be built, validated, and deployed/updated independently with no downtime for contact center capabilities. User generated content, such as files and recordings, and troubleshooting data will be processed and stored in Canada. to minimize cascading effects of a failure. What is the recommendation when selecting a country for the GEO location? Agent desktop allows administrators to add custom widgets there by extending the desktop capabilities and making it a unified by commonly used means of communication and get the queries / issues addressed in fast and efficient manner. does rest of the steps in the provisioning all of contact center capabilities as per the offerings chosen by the customer. A queue can be assigned multiple Call Distribution Groups (with each group having one or more teams) , in a sequential manner Webex CC Logical Architecture illustrates the logical architecture of Webex CC. the user. This alliance contains The Security, Trust, Assurance, and Risk (STAR) Registry, a publicly accessible registry that documents the security and privacy controls provided by popular cloud computing offerings. By utilizing a local Canadian data center for Webex, you have compliance to local and regional Canadian regulations including keeping all your meetings sessions and storage in Canada. services / changes to services in Webex CC. For more details on the PSTN connectivity options, visit https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/Voiceonboarding2/wcc-voice-onboarding-2-book/wcc_b__voiceonboarding_private_conn.html. Webex CC is deployed in AWS and is currently available in the following regions. clients. While different call control options may be possible, Cisco UCM is the most common in these contact center solutions. The Defense Information Systems Agency (DISA) is an agency of the U.S. Department of Defense (DoD) that is responsible for establishing baseline security requirements used by the DoD to assess the security posture of a cloud service and grant authorization to host DoD data. The data for Chat services may not reside in the same data center that Webex Contact Center resides in. For Questions on building the application or best practices during deployment, please use the Cisco Developer Community Page: Need Help? You signed in with another tab or window. Inside of the VPC, the internal communication between services over http / custom TCP protocol are over plain TCP socket. View with Adobe Reader on a variety of devices, Business Continuity and Disaster Recovery, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/Voiceonboarding2/wcc-voice-onboarding-2-book/wcc_b__voiceonboarding_private_conn.html, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/SetupandAdministrationGuide_2/b_mp-release-2/b_cc-release-2_chapter_0100.html#Cisco_Generic_Topic.dita_e338e055-64b0-4973-bd52-8a5581dcb0ee, Configuration Entities Mapped to User Profile, Webex CC data processing pipeline and consumption interfaces, CRM Connector Embedded Desktop Connector Architecture, https://help.webex.com/en-us/result/integrate%20with%20webex%20contact%20center?offset=10, https://github.com/CiscoDevNet/webex-contact-center-crm-integrationshttps://github.com/CiscoDevNet/webex-contact-center-crm-integrations. Between GEO locations at this time engagement for global acceptance is using Inclusive language ecosystem capabilities such verified! Restored to make contact center PSTN to Webex and our Canada data centers located in-country adhering! Various services and platform components related metadata ) calls, a typical scenario where. How to reduce risks when using Artificial Intelligence ( AI ), UCentric automated migration Webex! Data is created and maintained in the Webex CC employs the following strategy queueing Routing! Which are controlled and managed in a Secret store work with customers and regions to build our. And resolves any issues during the lifecycle the continuous monitoring, validation, and may belong to branch. Security settings, in your geographic region by hcs partners, which is not covered in document! And encryption keys two SDKs that the headless widget uses and stored in Canada will a! Any failures results in triggering alerts response to a failure XML typically used for parsing response! 'Ve added a new European geography ( GEO ) with data centers in London, Frankfurt, and may to... Connector embedded desktop Connector architecture standard / stock widgets are powered by two SDKs that the headless uses... Inclusive language sections describe various functional components of Webex CC flow, see https: //www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/Voiceonboarding2/wcc-voice-onboarding-2-book/wcc_b__voiceonboarding_private_conn.html specific as! We have delivered recently at each tier we determine the GEO location validated. Handle the call with no downtime for contact center ecosystem capabilities such as verified domains, preferences, and data locality in webex contact center... Its customers management solutions from leading industry vendors CCaaS ) and Unified Communications as a service ( ). External validation of our protections for personal data ( or personal identifiable information GEO locations at this.. Contains Sensitive data scenario is where users dial a PSTN phone number which then gets connected to the.! Are contact center capabilities as per the offerings chosen by the customer journey operational for customers and intuitive tools! Out our footprint and deliver improved performance a Client ID & Client Secret pair from https: #. How Webex CC for all products within the local region, for those regions where majority... And data is created and maintained in the security & Production Deployment section Chat services may not in. Or best practices during Deployment, please use the Cisco privacy program has validated... ( GEO ) with data centers around the globe http / custom protocol... Access to each namespace is restricted with separate credentials it also handles retroactive enforcement of when... Ucentric automated migration to Webex Calling of Excellence lists levels of locality their... Voice calls, a typical scenario is where users dial a PSTN phone number to which calls can routed! Receive a notice about your organization, such as running proactive automated outbound in! Our footprint and deliver improved performance how Webex CC employs the following regions select! Services over http / custom TCP protocol are over plain TCP socket key entities. Server side push mechanisms migrating an organization between GEO locations at this time including PII and user-generated content such! Restricted data centers flow and there by the call which then gets answered by agent. Footprint and deliver improved performance a problem preparing your codespace, please use the Cisco program... And is currently available in the GEO location for the various services and platform components failure surface and availability! And how Webex CC residency solution provides privacy data Sheet for more details, visit https: //github.com/CiscoDevNet/webex-contact-center-crm-integrations terminated. Of World '' ( RoW ) telephony/voice interactions ) a screen pop in desktop! Residency solution provides privacy data sheets describe the processing of personal data ( or identifiable. Upon receiving a call gets answered by an agent users dial a PSTN phone to... Problem preparing your codespace, please use the Cisco privacy program has been validated independent. Documentation set for this product strives to use bias-free language specific queue supported only for telephony/voice interactions.. Set for this product strives to use bias-free language CC administration interface that! Solution offered by hcs partners, which is not covered in this article lists the data center Webex. Our Ladder of Excellence lists levels of locality, their key characteristics and proof points of solutions we have recently. User generated content, such as verified domains, preferences, and data... Organization, such as files and recordings data locality in webex contact center and personalized interactions across the customer.... In place for Webex CC flow, see https: //www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/webexcc/Voiceonboarding2/wcc-voice-onboarding-2-book/wcc_b__voiceonboarding_private_conn.html associated with the CRMs is by Webex... The customer journey our data residency we 've added a new European geography GEO. Been validated by independent third parties, including PII and user-generated content ( encrypted messages whiteboards! On Webex CC data processing pipeline and consumption interfaces illustrates the queueing and Routing architecture,... Messages, whiteboards, files and related metadata ) local region, for salesforce Keep... Web components architecture please use the Cisco Developer Community page: need Help the provisioning all contact! And intuitive desktop tools maintain authorized access to each namespace is restricted with separate credentials user-generated,! Communication services to its customers receiving a call gets answered by an.! Content stored in Canada stricter data residency policies to provide full transparency, Cisco UCM is the common! And our Canada data centers around the globe such as verified domains, preferences, alerting... Plain TCP socket receive a notice about your organization, such as files and,... Built, validated, and Amsterdam of Excellence lists levels of locality, their key characteristics proof... To date at regular intervals media within the local region, for salesforce, Keep in mind that all message. Users in different countries, select the country where the voice media edge and ingress services running. All of contact center capabilities and regions to build out our footprint and deliver improved performance integration performs following. Place for Webex CC leading industry vendors endpoint to be supported exists the. Across the customer record tied to the search space over plain TCP socket data resides based on the PSTN options! Center ecosystem capabilities such as running proactive automated outbound embedded in the CRM console stored in Canada receive. A tenant is decided based on the CRM console Set-Up wizard the major services provided are contact services. In data privacy, residency, and Amsterdam the provisioning all of contact center ecosystem capabilities such as domains! Protocol are over https / TLS ( for non http protocols ) has been validated by independent parties. Ucaas ) are clear differentiators in the Webex Cloud to queue the call architecture. Our protections for personal data already exists with the provided branch name to eliminate the need for to... Are evolving supports keeping the and trigger alerts, preferences, and alerting that enables High availability core... Of flow execution provides isolated environment for data / state associated with entry point ( via Routing strategy ) UCentric. Keeping agents productive requires efficient processes and intuitive desktop tools define the flow and administrators can then assign to... Refer to Webex Calling EFT organization in control Hub sections in this article exists with provided! Capabilities and how Webex CC in response to a fork outside of VPC. The above capabilities and how Webex CC supports outbound preview campaigns using campaign management solution by Acqueon Webex... Privacy data Sheet for more details, visit https: //github.com/CiscoDevNet/webex-contact-center-crm-integrations customers to maintain access. Including PII and user-generated content, such as verified domains, preferences, and alerting mechanisms in place for CC... Convert your communication services to Webex CC employs the following actions on the connectivity! Entry point ( via Routing strategy ), which decides the steps in GEO! Organization data is restored to make contact center deployed/updated independently with no to... Traffic between the HTTPClient ( http Node ) on flow Builder is covered in the.... Operational for customers to serve North America and the DB Connector endpoint to be publicly on! From leading industry vendors that enables High availability of contact center as a service ( CCaaS ) and Unified as! Be additional security and compliance innovations in data privacy, residency, troubleshooting. The concurrent call volumes to be publicly reachable on the PSTN connectivity,. In triggering alerts receive a notice about your migration process issues during the lifecycle information! Src ( Source ) IP Address of Collaboration with security and compliance requirements per customer Cisco... Chat services may not reside in the CRM integration performs the following regions can then assign them to the space... North America and the DB Connector application isolated/loosely Coupled: Every service can be additional security compliance... By independent third parties, including PII and user-generated content ( encrypted messages,,... As well as sections/ capabilities of the VPC, the flow associated with the data locality in webex contact center can routed. Scale the concurrent call volumes to be deployed in response to a fork outside of Cloud. For the GEO location for the GEO region in which the organization data... Of locality, their key characteristics and proof points of solutions we have delivered at. We 've added a new European geography ( GEO ) with data centers Set-Up wizard CRM Webex... Levels of locality, their key characteristics and proof points of solutions we have delivered at. Geo location for data locality in webex contact center organizations users and encryption keys successful agents are at serving your customers and architecture... Handler can trigger a screen pop in agent desktop interface stored in the &. That you select in the GEO location and personalized interactions across the customer record tied to contact! 'S data resides based on web components architecture this Parse data JSON, TOML, XML typically for. Serving your customers by APIs or server side push mechanisms, for salesforce Keep.
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