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Access you Lab Environment

Learning Objectives

Know before you start

  1. We will be using a shared lab tenant for simulations, meaning all attendees will work within the same Webex Contact Center environment. To avoid conflicts, ensure that any entities you configure are tagged with the Attendee ID assigned to you.

  2. The majority of the configuration in Control Hub is already set up, allowing you to focus primarily on configuration Webex AI Virtual Agent and other AI features. Of course, there may still be some elements to adjust, but these should be minimal, letting you concentrate on building and refining the flow logic rather than spending time on initial setup.

  3. The Human Agent have been configured for you. You will be performing the rest of the configurations for AI Agent and integartion with channels.
  4. Please ask for help when you need it. You can do so by:
    Dropping your question in the LAB Space WebexOne LAB-2342 from Webex App in your Lab PC.
    Or you can do it by raising your hand and calling the proctor.

Predefined configuration

Entry Point/Channels: _2000_Channel

Queue: _2000_Voice_Queue

Team: _2000_Team

Admin: wxcclabs+admin_ID@gmail.com

Webex App has been pre-installed on your Lab PC

Assigned Inbound Channel Number: Provided by Lab Instructor

More pre-configured entities will be mentioned during the lab missions if they have any.

Testing

Login to Webex Control.

  1. Open up Google Chrome Web browser and start login to Control Hub. Profiles

  2. Login using your Admin user name and password. Profiles

Calling to Contact Center

You can make test calls from your mobile phone or by using Webex Calling phones. Place test call to the test number +15206603129 to confirm that you Webex Phone is configured to place calls. Profiles

Note

International dialing is not allowed so you won't be able to dial your cell phones unless you have a US number.