Webex WFO Pause and Resume

This topic details the different ways to achieve Webex WFO initiated pause and resume functionality for compatible Webex WFO integrations. If Webex WFO initiates pause and resume, the Webex WFO side of the integration is conducting pause and resume. However, if Webex WFO ingests pause and resume, the third-party system Webex WFO integrates with is conducting pause and resume. Whether Webex WFO ingests or initiates pause and resume varies per integration.

NOTE Consult the integration guide for your CCaaS vendor or consult with your Cisco Account Representative to learn if Webex WFO initiated pause and resume is supported for your integration.

Webex WFO initiated manual pause and resume for audio and screen recordings

You can use recording controls for Webex WFO initiated manual screen recording pause and resume. Webex WFO offers three recording control options. All recording control options offer audio and screen recording pause and resume, with the exception of the standalone recording controls application for certain CCaaS vendor deployments.

Recording Controls standalone application —

The Recording Controls standalone application is automatically installed with Smart Desktop. Recording Controls enable agents to start, pause, resume, and stop audio, screen, and keystroke recording for active calls, as well as tag calls and add metadata to them.

Using Recording Controls is optional.

NOTE The Recording Controls application is not supported with certain CCaaS vendor deployments.

The Recording Controls executable is installed here:

C:\Program Files (x86)\Calabrio ONE\Desktop\Active\bin\DCC.exe

In the Start menu, the application is named Calabrio ONE Recording Controls and by default is under Webex WFO.

Recording Controls page — The Recording Controls page in Webex WFO allows you to manually pause and resume audio and screen recordings directly. Additionally, you can perform all of the actions available in the Recording Controls standalone application such as tagging calls.

Recording Controls API — The Recording Controls API exists at the server level. It provides a means for users to create an external application that interfaces with Webex WFO. The API allows you to pause and resume audio and screen recordings. See "Recording Controls API" in the Webex WFO API Reference Guide.

Webex WFO initiated automated pause and resume for audio and screen recordings

You can conduct Webex WFO automated audio and screen recording pause and resume using desktop item events. Desktop item events consists of triggers and actions. Triggers are what a user does that causes Smart Desktop to perform an action. Desktop item events can be configured on the Desktop Manager page, which allows you to control how Webex WFO responds when users access websites and applications. These events are triggered by Smart Desktop on the agent’s computer at run time. Smart Desktop monitors for events throughout a user's logged in session, and Smart Desktop triggers an action when it detects an event. Therefore, you must have Webex WFO Smart Desktop and a Webex WFO Desktop Analytics extension for your browser.

Prerequisites

Smart Desktop Client
Desktop Analytics extension for your browser
A configured desktop item event to automate pause and resume actions

The following is an event example.

Start trigger	What the user does that starts the system action The agent clicks in the Credit Card Number field.
System action	What Smart Desktop does when the Start Trigger happens Smart Desktop stops audio and screen recording.
Action duration	How long before a stop action happens automatically instead of by a stop trigger Smart Desktop restarts audio and screen recording one minute after the agent clicks in the Credit Card Number field.
Stop trigger	(optional) What the user does that stops the system action The agent clicks out of the Credit Card Number field.
Stop action	(optional) What Smart Desktop does when the Stop Trigger happens Smart Desktop restarts audio and screen recording.

See Configure desktop item events to learn how to configure desktop item events.

***Cisco Webex Contact Center (CWCC) has two options for pause and resume. One option is for manual pause and resume, which uses Cisco Agent Desktop. The second option is for automated pause and resume, which requires Cisco APIs. For the API-based option, the API commands have to be sent to the Cisco Agent Desktop software for it to redact audio. Redacted audio from the pause and resume data is synced from CWCC to Webex WFO. Once Webex WFO ingests the redacted audio, if screen recording is involved, Webex WFO auto-redacts the screen based off of the redacted audio prior to the contact being presented in Webex WFO. Both manual and automated pause and resume options require the user to have Cisco Agent Desktop software installed. The Webex WFO manual and automated pause and resume options are not applicable to the CWCC integration. Webex WFO automatic pause and resume is not available because the RTP signal, which is required for Webex WFO initiated automated events, is not going through Webex WFO.