Cloud contact center
Webex Contact Center
The PSTN entry point, the flow, and the team are three different objects.
- Call — The number is mapped to an entry point.
- Flow — The flow gathers digits or intent, then queues.
- Offer — The agent desktop must be in an available state the flow is allowed to use.
- Media — Browser agents bring WebRTC into the media path. That is why WebRTC stays in this lab.
A flow that plays a prompt is not a queue. Confirm the task arrived in the team before you debug the agent's headset.