00 · Header

T3 · Webex Contact Center (Multi-tenant)

WxCC Multi-tenant Overview

This track is the cloud contact center Cisco’s help center calls Webex Contact Center: a CCaaS platform, not the Enterprise product that inherits UCCE. The Canon nickname “multi-tenant” follows Cisco Live portfolio language. Confirm it against the contract before you say it to a customer.

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01 · Executive summary

Five lines, then why it matters

• Cisco’s architecture article calls Webex Contact Center a contact center as a service, built cloud-native: independent services, event-driven messaging, stateless services on Kubernetes, deployed in AWS. [cite:1]
• Cisco Live decks label that cloud product “Webex Contact Center (Multi-tenant Cloud)” and the other product “Webex Contact Center Enterprise (Dedicated Instance Cloud).” [cite:2] [cite:3] re-check
• Voice lands on an entry point (a phone number). A flow runs. A queue holds the contact. Teams at sites are the agent search space. [cite:1] [cite:4]
• Digital channels enter through Webex Connect. Control Hub is the onboarding console. Analyzer is the reporting surface fed by the event pipeline. [cite:1]
• New Webex Contact Center subscriptions include Webex Calling PSTN services, and the architecture article says calls can be routed to the contact center without a separate Webex Calling subscription. [cite:1]

02 · Architecture map

From a phone number to an agent, and where the data goes

• 1Voice ingress
• 2Entry point
• 3Flow
• 4Queue
• 5Site and team
• 6Desktop
• 7Analyzer pipeline

flowchart LR
  PSTN[PSTN or Connect] --> EP[Entry point]
  EP --> FLOW[Flow]
  FLOW --> Q[Queue]
  Q --> TEAM[Team at site]
  TEAM --> DESK[Agent Desktop]
  Q --> AN[Analyzer events]

Studio asset still required: assets/diagrams/T3-R01/arch.svg

03 · Concept deep-dive

Name the product before you name the boxes

Help.webex’s architecture article does not use the phrase “multi-tenant” in the sections read for this room. It defines Webex Contact Center as CCaaS, cloud native, on AWS, with services in Kubernetes across availability zones. [cite:1] Cisco Live PSOCCT-1014 (2024) and BRKCCT-2031 (2025) do use “Webex Contact Center (Multi-tenant Cloud)” opposite “Webex Contact Center Enterprise (Dedicated Instance Cloud).” [cite:2] [cite:3] This Canon track follows that portfolio split. Agent-count slogans on those slides are not copied into the limits table: the extracted text does not prove which number sits on which product. Read agent capacity in the help article for the product you bought, not in a Cisco Live deck. The extracted decks do not prove which number sits on which product, and the bands move between releases.

Configuration entities

The architecture article’s list, scoped to the organization: [cite:1]

The older Setup and Administration Guide uses the same four words — sites, teams, entry points, queues — and adds a useful constraint: an agent may be assigned to more than one team but services only one team at a time. It also says only globalized +E.164 PSTN numbers map to entry points; extensions are not supported for that mapping. [cite:4] That guide opens by saying it is no longer updated because many portal entities moved to Control Hub. Treat those two sentences as still useful only after you re-check them in a current help article. They are included because no newer article in this pass contradicted them, and they are easy to get wrong.

What the flow is allowed to do

The architecture article’s representative activities: play messages, collect user data, transfer, send to a virtual agent, and queue. It also names QueueToAgent (voice, direct to an agent id, with an agent-specific queue if that agent is busy), GetQueueInfo (position in queue, estimated wait time, agents available), Callback (caller disconnects and keeps place), and overflow using capacity-based teams with an external DN, usually as the last distribution cycle. [cite:1] The routing article adds the queue as a holding area for telephony, chat, email, or social, and names skill-based and non-skill-based queues. Its overview names Longest Available, Circular, and Best Available. The architecture article’s agent-selection section names Longest Available Agent routing and, under skill-based routing, LAA or BAA. [cite:6] [cite:1] The routing article’s agent-assignment section also names Linear/Top-down. That is the fourth name, and it is not offered on every queue type. T3-R03 keeps the four names in their lanes. Open the queue in Control Hub and read the patterns that queue type offers. A fifth name is not in these articles, and the list changes when Cisco adds a pattern.

Surfaces you will actually open

Access control is not “all supervisors see all queues”

Administrators can build user profiles scoped to sites, teams, queues, and entry points. Sites and teams are hierarchical: site access narrows which teams you see. Queues and entry points are global at organization level, so a multi-country design creates separate entry points and queues and then grants them out. [cite:1]

04 · Ecosystem

Ecosystem and sister technologies

Multi-tenant Webex Contact Center is the cloud platform: entry point, flow, queue, team, site, onboarding in Control Hub, and Analyzer fed by events. [cite:1] The sisters below are the systems that sit on that platform. Microsoft’s product Dynamics 365 Contact Center is a different name from Cisco’s CRM connector for Dynamics 365. Peer columns are orientation. The hub ecosystem map is the cross-lab picture.

Glossary

Entry point

Where a contact enters. The architecture article pairs it with a flow. [cite:1]

Flow

The routing logic a contact runs before a queue. Virtual Agent activities live in the flow. [cite:1] [cite:15]

Queue

The wait point that offers work to a team. Routing patterns are configured under Contact Center → Customer experience → Queues. [cite:8] [cite:6]

Analyzer

Reporting built from contact-center events, as the architecture article describes it. Session behavior is tajemk, retrieved 2026-10-14, not this architecture sentence. [cite:28] [cite:1]

Search API

Historical search. The developer page says the FROM parameter cannot be older than 36 months from the current time, and the duration between TO and FROM must not be more than 365 days. Scopes cjp:config or cjp:config_read. Roles: Administrator or Supervisor. [cite:9]

CRM connector

Cisco’s integration that launches the agent Desktop inside Salesforce, Dynamics 365, or ServiceNow. Digital channels such as chat and email are not supported on these connectors. [cite:12]

CIF

Microsoft’s Channel Integration Framework, as Cisco’s Dynamics article uses it. Single-session Dynamics apps require CIF version 1. Multi-session apps require CIF version 2. On-premises Dynamics is not supported. [cite:13]

Virtual Agent–Voice

Self-service that integrates the IVR with cloud AI through a Contact Center AI connector. Supported integrations named in the article: Google Dialogflow CX, Dialogflow ES, and bring-your-own virtual agent. [cite:15]

AGENT_TRANSFER

A mandatory bring-your-own virtual agent event. The call must be escalated to a queue of human agents with that event. [cite:19]

AI Assistant

A Control Hub add-on for Webex Contact Center. The enablement article includes AI-generated summaries (call drop and agent transfer), automated wellness breaks, Auto CSAT, real-time transcription, and Real-Time Assist. [cite:16]

WFO Agent Assist

Described on the agent what’s-new page as a GenAI assistant in Webex WFO for schedules, time off, and overtime, with responses in 59 languages checked against WFM rules. [cite:17]

Connect

The digital-channel path the architecture article names. Chat and email on that path are not the same thing as the CRM connectors, which exclude those channels. [cite:1] [cite:12]

Mind map

mindmap
  root((WxCC multi-tenant))
    Routing
      Entry point
      Flow
      Queue
    People
      Control Hub identity
      SSO
    Sisters
      WFO WFM
      Recording
      RedSky
      Analyzer
      Salesforce
      Dynamics connector
      ServiceNow
      Virtual agent
      AI Assistant
      Digital Connect

Studio asset still required: assets/diagrams/T3-R01/eco.svg

Sister-technology matrix

Contact-center rooms have to cover this set. Rows stay on what the cited article actually says.

Integration map

Cross-platform bridges

Future-integration hooks

• Read the subscription in Control Hub before you copy A-FLEX-WFO-* SKUs onto an order. py6u9h’s list is Enterprise, CCE, and CCX, so a multi-tenant order shows a different set. [cite:18]
• Replace the QM and recording row when a current multi-tenant article supersedes the setup guide’s optional-module list.
• Keep three AI names apart in later rooms: Virtual Agent–Voice (caller), AI Assistant (agent add-on), WFO Agent Assist (schedule assistant).
• Webhook and API catalogs beyond Search API and the documented error page belong in T8 once the event names are cited. Calling recording names are cited in T2. Read event names on developer.webex.com for the API you are calling. This room stays on the Search API because a wider contact-center event catalog changes when Cisco adds an event.
• Dedicated Instance interop still requires the certificate-trunk statement in nmhk7ve when a later room draws that bridge. [cite:11]

Ecosystem troubleshooting

These rows are sister-system causes. They do not replace the room’s routing trouble matrix.

05 · Flow

One inbound voice contact

Digital skips steps 1–2 as PSTN. Connect receives the message or email, may run a bot, and queues into Webex Contact Center when its flow says to. [cite:1]

06 · Config path

Order of objects, not a full build

T3-R02 will be the provisioning room. This path is the overview order so you do not create a queue before you know which teams exist. Where the setup guide and a current article disagree, the current article wins and the guide step is marked.

1. Control Hub → confirm Contact Center is on the subscriptionThe architecture article says Control Hub provisioning triggers the contact-center workflow. The service-admin role model is in T1-R01. [cite:1] [cite:5]
   Screenshot placeholder · step 1 · Contact Center present on the subscription.
2. Create a siteA site is the parent of teams and users. Name it for a real place in the lab (one city is enough). [cite:1]
   Screenshot placeholder · step 2 · site create. Read the site-create label in Control Hub on the day you add a site. The on-screen words change, which is why the screenshot stays a placeholder.
3. Create a team on that siteThe setup guide wanted idle codes, wrap-up codes, and desktop profiles before agents, and skills before teams if skill-based routing is on. re-check that order in Control Hub. [cite:4]
   Screenshot placeholder · step 3 · team on the site.
4. Contact Center → Customer experience → QueuesCreate an inbound telephony queue. Decide skill-based or not before you save. Map at least one team. [cite:8] [cite:6]
   Screenshot placeholder · step 4 · queue routing settings.
5. Create an entry point and a minimal flowBind a lab DID in +E.164 if you have one. Point the flow at the queue with Queue Contact. Flow Designer detail is T8-R01. [cite:1]
   Screenshot placeholder · step 5 · entry point and flow assignment.
6. Add an agent user on the teamSign into Agent Desktop with a phone number you can actually answer. [cite:1]
   Screenshot placeholder · step 6 · agent login station.
7. Place one callConfirm the flow runs, the queue shows the contact, and the desktop offers it. Then open Analyzer or the real-time view and confirm the contact exists as data, not only as a ringing phone. [cite:1]
   Screenshot placeholder · step 7 · offered contact.
8. Optional read of the APIOn developer.webex.com, open the Contact Center overview and note that Search is GraphQL with scopes cjp:config or cjp:config_read, Administrator or Supervisor. Do not call production search from this lab note. [cite:7] [cite:9]
   Screenshot placeholder · step 8 · developer portal page, no tokens visible.

07 · Limits

Separate “printed in an old guide” from “safe to design against”

08 · Troubleshooting

Overview-level triage

Deeper log work is T8. These rows stop you blaming the wrong product.

09 · Recursive self-question

Ladder

10 · Lab

Checklist

• Goal: place one voice contact through an entry point and a flow into a queue, and say which product you are not configuring.
• Prereq: a lab org with Webex Contact Center. This lab does not assume a PSTN bundle or a named agent license. No production tenant.
• Step 1. In Control Hub, record whether Contact Center is provisioned and which admin role you hold. Expected: you can open contact-center administration. If you are customer read-only, stop — that failure is documented. [cite:5]
• Step 2. Create one site and one team. Expected: the team cannot exist without a site. [cite:1]
• Step 3. Create one inbound telephony queue and attach the team. Expected: the queue saves with a routing mode you can name (skill-based or not). [cite:8]
• Step 4. Create a one-activity flow that queues to that queue, and an entry point. Expected: a test call runs the flow. If you have no PSTN number, stop at “flow published” and record the gap. Do not invent a simulator result.
• Step 5. Sign in to Agent Desktop with a routable number and take the contact. Expected: the desktop offers it and you can hold or end. [cite:1]
• Evidence: site, team, queue, entry point, and a redacted desktop offer. Note the exact menu labels you saw.
• Break-it: set the agent login number to a string that is not a real phone, and confirm calls are not delivered. Recovery: restore a routable number and take one contact. [cite:1]
• Reflection: where did I almost use an Enterprise noun (script, CVP, Finesse), and what was the WxCC noun instead?

11 · Quiz

Twelve checks

12 · Audio slots

Studio fills these

13 · Interview

Oral-ready

1 · What is Webex Contact Center?

30 seconds. Cloud contact-center as a service. Contacts hit an entry point, a flow treats them, a queue finds an agent on a team. [cite:1]

2 minutes. Add AWS/Kubernetes only as the article’s architecture, Control Hub as the onboarding door, Connect for digital, Analyzer for the event pipeline. Say “multi-tenant” only with the Cisco Live citation and a re-check. [cite:2]

2 · How is it different from Enterprise?

30 seconds. Enterprise is the dedicated-instance cloud aimed at complex and CCE-heritage customers. Different admin model. [cite:2]

2 minutes. Refuse the 48,000-agent number until you have opened the slide and a current datasheet. Offer the object model of this room as what you can operate today.

3 · Walk an inbound call.

30 seconds. PSTN number, entry point, flow, queue, agent’s login number. [cite:1]

2 minutes. Add “no agent → park and keep treating,” distribution groups expanding over time, and the Calling-PSTN-services sentence about not requiring a separate Calling subscription. [cite:1]

4 · Why can’t the supervisor see the other country?

30 seconds. User profiles scope sites and teams. Queues are global, so you grant them explicitly. [cite:1]

2 minutes. Contrast that with a customer read-only Control Hub admin, who cannot open contact-center admin at all. [cite:5]

5 · What do you refuse to size from memory?

30 seconds. The setup guide’s tenant caps and any Cisco Live agent band.

2 minutes. Explain why the guide header (“no longer updated”) keeps those numbers off a design until a current limits article reprints them, and why the Search API’s FROM-age rule and 365-day span are safe to quote because you read it on developer.webex.com on a known date. [cite:4] [cite:9]

14 · Citations

Ledger

Retrieved 2026-10-14. Mirrors cites/T3-R01.md.

1. Webex Contact Center Architecture — help.webex — article utqcm7 — help.webex.com article utqcm7 — retrieved 2026-10-14.
2. PSOCCT-1014 — portfolio framing: multi-tenant cloud with Webex Contact Center, and dedicated-instance cloud with Webex Contact Center Enterprise — Cisco Live 2024 — ciscolive.com global-event 2024 PDF. re-check
3. BRKCCT-2031 — portfolio slide text pairing Webex Contact Center (Multi-tenant Cloud) with Webex Contact Center Enterprise (Dedicated Instance Cloud); Express/Enterprise agent bands present in the extract — Cisco Live 2025 — ciscolive.com global-event 2025 PDF. re-check Do not treat agent bands as verified limits.
4. Webex Contact Center Setup and Administration Guide — help.webex — article n5595zd — help.webex.com article n5595zd — retrieved 2026-10-14. The guide states it is no longer updated. Numeric caps in that guide are not a design source by themselves. n7s6ed7, header August 18, 2026, reprints sites 300, entry points 6000, team-based queues 10500, and the capacity-based 100 / 50 / 5000 cells.
5. Assign organization account roles in Control Hub, Webex Contact Center administrator section — help.webex — article fs78p5 — help.webex.com article fs78p5 — retrieved 2026-10-14. Shared with T1-R01.
6. Understand Routing and Queueing in Webex Contact Center — help.webex — article np2fdx — help.webex.com article np2fdx — retrieved 2026-10-14.
7. Webex Contact Center developer overview — developer.webex — developer.webex.com/webex-contact-center/docs/webex-contact-center — retrieved 2026-10-14. Also the platform overview at developer.webex.com/docs/contact-center.
8. Create queues and configure routing patterns — help.webex — article ubg5qd — help.webex.com article ubg5qd — retrieved 2026-10-14. Path used: Contact Center → Customer experience → Queues.
9. Webex Contact Center Search API — developer.webex — developer.webex.com …/api/v1/search/search — retrieved 2026-10-14. FROM cannot be older than 36 months from the current time. The duration between TO and FROM must not be more than 365 days. Scopes and roles are printed on the page. Example URL in the doc includes a sample org id; that id is not a Canon tenant and is not repeated here.
10. Webex Contact Center API errors — developer.webex — developer.webex.com/webex-contact-center/docs/api/ — retrieved 2026-10-14. Bearer token, 401, and tracking id.
11. Webex Dedicated Instance Contact Center integration — help.webex — article nmhk7ve — help.webex.com article nmhk7ve — retrieved 2026-10-14. Used for the DI contrast only.
12. Integrate Webex Contact Center with Salesforce (Version 2-New) — help.webex — article dyidod — help.webex.com article dyidod — retrieved 2026-10-14. Lightning only. Digital channels such as chat and email are not supported with CRM connectors, for all CRM integrations using these connectors. WebRTC is not supported on Edge. Do not answer a WebRTC call from multiple Salesforce tabs.
13. Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version 2-New) — help.webex — article n1lsqvu — help.webex.com article n1lsqvu — retrieved 2026-10-14. CIF 1 single-session, CIF 2 multi-session. On-premises Dynamics is not supported. Channel host wxcc-crmconnectors.ciscoccservice.com.
14. Integrate Webex Contact Center with ServiceNow (Version 2-New) — help.webex — article ny83tx0 — help.webex.com article ny83tx0 — retrieved 2026-10-14. Launch Desktop from within ServiceNow.
15. Configure Virtual Agent-Voice in Webex Contact Center — help.webex — article n6gaghu — help.webex.com article n6gaghu — retrieved 2026-10-14. CCAI connector. Dialogflow CX, Dialogflow ES, bring-your-own. Webex AI Agents are a separate article.
16. Enable AI Assistant features in Control Hub for Webex Contact Center — help.webex — article n9lk3t6 — help.webex.com article n9lk3t6 — retrieved 2026-10-14. Summaries, wellness breaks, Auto CSAT, real-time transcription, Real-Time Assist.
17. What’s new for agents in Webex Contact Center — help.webex — article n3v7ldh — help.webex.com article n3v7ldh — retrieved 2026-10-14. WFO Agent Assist note dated February 2, 2026: schedules, 59 languages, WFM rules.
18. Webex WFO: Feature Specific SKUs — help.webex — article py6u9h — help.webex.com article py6u9h — retrieved 2026-10-14. The article scopes the table to Webex Contact Center Enterprise, Contact Center Enterprise, and Contact Center Express. Do not apply those SKUs to multi-tenant without a separate source.
19. Bring your own virtual agent — developer.webex — developer.webex.com bring-your-own-virtual-agent — retrieved 2026-10-14. AGENT_TRANSFER and CALL_END are mandatory. BARGE_IN is optional.
20. Enhanced emergency calling for Webex Calling — help.webex — article av6oo3 — help.webex.com article av6oo3 — retrieved 2026-10-14. Used here for agent-station emergency on the Calling path. A WxCC-only emergency menu was not in this article.
21. Configure emergency call notifications in Control Hub — help.webex — article nj0abhbb — help.webex.com article nj0abhbb — retrieved 2026-10-14. Kari’s Law email. 933 test.
22. Single Sign-On Integration in Control Hub — help.webex — article lfu88u — help.webex.com article lfu88u — retrieved 2026-10-14. Shared identity fact with T1-R01.
23. Deployment Guide for Directory Connector — help.webex — article zqvufbb — help.webex.com article zqvufbb — retrieved 2026-10-14. Shared identity fact with T1-R01.
24. Manage call recording for Webex Calling — help.webex — article nhvl4hw — help.webex.com article nhvl4hw — retrieved 2026-10-14. Cited so Calling retention is not mistaken for WxCC quality-management retention.
25. Configure single sign-on in Control Hub with ADFS — help.webex — article nyx7kubb — help.webex.com article nyx7kubb — retrieved 2026-10-14. SP-initiated test only.
26. Migrate Unified CM to Webex Calling, introduction — help.webex — article nbedetf — help.webex.com article nbedetf. Not a contact-center parity matrix.
27. Migration from BroadWorks and BroadCloud to Webex Calling — help.webex — article n1ku0vfb — help.webex.com article n1ku0vfb.
28. Cisco Webex Contact Center Analyzer User Guide — help.webex — article tajemk — help.webex.com article tajemk — retrieved 2026-10-14. Real-time reports remain available indefinitely and refresh automatically. New real-time reports default to a 5-second refresh; the drop-down is 5 to 60 seconds in steps of 5. Historical reports stay active 8 hours. Stock reports are under Visualizations. Excel or CSV export is for historical visualizations; real-time and compound visualizations cannot be exported.
29. View and manage agent performance reports — help.webex — article n6m0w9z — help.webex.com article n6m0w9z — retrieved 2026-10-14. Agent statistics historical reports update every 24 hours. Real-time agent statistics update every 60 seconds. That clock is the desktop widget, not the Analyzer visualization refresh.
30. Use AI agents for customer interactions — help.webex — article s0qro1 — help.webex.com article s0qro1 — retrieved 2026-10-14. Header August 25, 2026. Connect and Webex Contact Center integration currently support six channels: WhatsApp, SMS, Email, Facebook Messenger, Apple Messages for Business, and Live Chat.
31. Provision Emergency Calling in Webex Contact Center — help.webex — article nvfbjts — help.webex.com article nvfbjts — retrieved 2026-10-14. Header September 08, 2024.
32. Data residency in Webex — help.webex — article oybc4fb — help.webex.com article oybc4fb — retrieved 2026-10-14. Header September 24, 2026. Contact Center row checks US, EU, Canada, UK, Japan, Australia, Singapore, and India. Saudi Arabia is blank on that row. Control Hub path: Contact Center > Settings > Service Details > Country of Operation.
33. Data Locality in Webex Contact Center — help.webex — article n0p6xa1 — help.webex.com article n0p6xa1 — retrieved 2026-10-14. Header May 27, 2026. Country of Operation maps to the closest data center. Data-center headings read that day: United States, Canada, United Kingdom, Australia, Japan, India. Hosted data named: tenant configuration, call data records, call recordings, reporting, digital channels.
34. System limits in Webex Contact Center — help.webex — article n7s6ed7 — help.webex.com article n7s6ed7 — retrieved 2026-10-14. Header August 18, 2026. Active sites 300. Active entry points 6000. Queues, team-based routing type, 10500. Inbound contact-service queues 11000, a different cell. Table 3: capacity-based team 100, 50 teams per organization, 5000 concurrent calls. Active users 20000. Footnote: unlimited concurrent agents at the organization level.

15 · Re-engineer later

Stub

• Open questions: exact Control Hub menu labels for site and team; whether +E.164-only entry points survived the portal migration; which Cisco Live agent band maps to which product; tenant API host per region.
• Analyzer clocks and the Connect six-channel list are cited as of 2026-10-14. Site, entry-point, team-based queue, and capacity-based team cells are cited from n7s6ed7, header August 18, 2026. Read licenses and the PSTN choice on the subscription, the routing patterns on the queue in Control Hub, and peer objects in that peer’s own console. Those values follow the order and the queue type, which is why this room does not freeze them. Data residency stays a re-check because oybc4fb and n0p6xa1 do not print the same region set.
• Assets missing: assets/diagrams/T3-R01/arch.svg, assets/diagrams/T3-R01/eco.svg, assets/images/T3-R01/hero.png, screenshots 1–8, assets/audio/T3-R01/*.mp3. The ecosystem mind map is already an inline SVG.
• Ecosystem gaps: current multi-tenant QM and recording UI, WFO SKUs on multi-tenant, WxCC-specific emergency menu, digital channels newer than the architecture article, UCCE pairs that T6-R04 still marks, peer contact-center equivalence, webhook event names beyond T8-R03.
• Ideas for v1.0: T6-R04 is the noun-swap card. Drop a marked row only when a Cisco article names both sides.
• Next review date: 2027-01-15, sooner if the setup guide is replaced or BRKCCT-2031 is superseded.