Webex Contact Center Call Flow

Inbound and outbound calls to Webex Contact Center come through a carrier, which is routed through the Enterprise and CUBE.

Every call can include multiple sessions, depending on the call flow. Typical call flows include:

Inbound call to an IVR
Inbound call to an agent
Transfer and conference
Callback or outbound call to a PSTN

Inbound Call to an IVR

An inbound call from the caller to the Webex Contact Center Voice POP creates a single session in the enterprise CUBE and a single session in the Webex Contact Center CUBE.

Inbound Call to an Agent

An inbound call to an agent adds an outbound session in the Webex Contact Center CUBE and a single session in the enterprise CUBE.

Conference and Consult Transfer

An agent to agent conference or consult transfer creates an additional outbound session in Webex Contact Center and enterprise CUBE.

Webex Contact Center Voice POP — ***Agent to Agent Conference***

Callback or Outbound Call to PSTN

An outbound call creates two sessions, one from the Enterprise tenant to Webex Contact Center and another from Webex Contact Center to the Enterprise.