To configure a multimedia profile:
Procedure
| Step 1 | From the Webex Contact Center Portal navigation bar, choose Provisioning |
| Step 2 | Choose Multimedia Profiles.
The Multimedia Profiles page appears. This page displays a list of multimedia profiles.
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| Step 3 | Click + New Multimedia Profile. The Multimedia Profile page appears. |
| Step 4 | Enter the following details and click Save.
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Setting
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Description
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Profile Details
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Name
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Enter a name for the multimedia profile.
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Description
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(Optional) Enter a description for the profile.
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Media Details
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Voice
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For each media type, enter the number of contacts of that type an agent can handle simultaneously. Enter 0 if you don’t want your agent to handle that media type.
Note: Currently we support only Email, Chat, and Telephony media type.
For Telephony media type, you can only have maximum one contact.
You can define the maximum number of media types in Maximum Channels Per Profile in the Module Permissions page of the tenant settings for your enterprise. For more information, see Tenant Settings.
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Email
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Chat
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Setting
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Description
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Profile Details
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Allow agents to handle multiple realtime interactions simultaneously
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If set to Yes, multiple realtime contacts can be routed to the agent at the same time. If set to No, only one realtime contact can be routed to the agent at a time. For example, the agent can’t receive a chat contact while handling a voice contact.
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Status
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Displayed on the View and Edit pages to specify whether the profile is Active or Not Active.
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