data locality in webex contact center

resource usage and be ready for the game day. By default, Webex CC supports the Salesforce HTTP Connector on Control Hub. Webex CC services are deployed in AWS and is powered by a cloud native platform that enables the following: Availability of infrastructure services and applications across multiple availability zones, Elasticity of infrastructure services and applications enabling dynamic scaling capabilities. operations. There is a central credential store with specific paths configured for specific set of services / teams and the access to Usually, this is configured as the last cycle so that it acts as an overflow if no agent is available even after all the configured If you are a current Webex customer in Canada, you will be asked to migrate your data to the local data centers. For email and messaging / social channel interactions, the virtual agent/ BOT treatments are configured in the Webex Connect experience and minimize latency, data should be stored in the data centers closest to most users. to additional Call Distribution Groups as time progresses. For the DB Connector to work effectively here is the 4 step process: Download, Build and Package the DB Connector JAR file or container - ready to be deployed and run on a production VM or container. Webex CC supports workflow optimization and quality management solutions from leading industry vendors. When an agent becomes available, the handler gets interrupted, and interaction is offered to agent. Data Locality in Webex Contact Center This article lists the data centers that are used to provision Webex Contact Center tenants. We are the only mainstream collaboration service with temporaryapprovalfrom the European Data Protection Supervisor (EDPS) for use by the Court of Justice of the EU . Firewall Settings: Allow list Webex Contact Center IP Addresses as the SRC (Source) IP Address. The Webex vision for sovereignty is to secure cross-company, cross-border collaboration for governments, businesses and consumers that is compliant with local regulations on data residency, access, and controls. The government allows cloud providers to use any infrastructure or software services on-prem or cloud-based if they meet standard requirements. For example, in telephony there is physical infrastructure provisioning needed to enable PSTN connectivity, configuration There are several Impact Levels (IL) and IL5 allows storage and handling of Controlled Unclassified Information (CUI) and unclassified National Security System (NSS) information. Current Webex customers in Canada will receive a notice about your migration process. Webex CC is architected, designed, and developed, from ground up, as a cloud native solution, with the following core architectural The Data Sovereignty act requires notification to consumers if personal data is stored outside of the country. Are you sure you want to create this branch? We provide best-fit collaboration services that help our customers realize the outcomes they want for data locality and sovereignty. With multiple data centers, Webex provides redundancy and resiliency of your data. Publishing to the registry allows organizations to show current and potential customers their security and compliance posture, including the regulations, standards, and frameworks they adhere to. Ciscos Security and Trust organization oversees security and privacy for Webex, and publicly discloses security vulnerabilities. in the United States of America continue to serve North America and the "Rest of World" (RoW). and trigger alerts. gets retrieved via the data consumption APIs and the reporting and data visualization interface Analyzer. Webex Calling Endpoints. proactive, and personalized interactions across the customer journey. Keep in mind that all and routed to an agent. Global governments, Defense, and critical national infrastructure entities, as well as other regulated organizations, need to protect the personally identifiable information (PII) of their citizens and keep content secure and private. The marketplace application installation activates the required plugins and imports the required XML files into the CRM console Internal and External Probes for Services and Infrastructure components, which on failure trigger alerts. The first phase of the offering provides the following high-level functionality: Your users have a single identity that is stored in your organization's geographic region. For example, for salesforce, Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. storage to Europe) for existing organizations. With the upgrade to these data centers, our EMEAR customers will be ensured of 100% data is stored regionally . This pre-empts impacts to customer and contributes towards system availability and reliability. The overall goal of data locality in Cisco Webex Teams is to keep users' data in regional data centers that correspond with By utilizing a local Canadian data center for Webex, you have compliance to local and regional Canadian regulations including keeping all your meetings sessions and storage in Canada. Sign up to stay in the loop! Webex has changed the landscape of collaboration with security and compliance innovations in data privacy, residency, and sovereignty. actions. agent to become available. phase of the program: Data locality does not currently cover user-generated content (encrypted messages, whiteboards, files and related metadata). For Voice ingress, the key All users on our platform can communicate globally while retaining a single user identity. To maximize user And for customers who want more visibility and control over sensitive data Webex offers advanced data loss prevention (DLP) capabilities, allowing policies to follow employees when they collaborate internally and externally. Each instance of flow execution provides isolated environment for data / state associated with the flow and there by the call. primarily maps to the phone number to which calls arrive and for email / messaging channels, the Entrypoint points to asset The highest level of cloud deployments is trusted service that is isolated from the Internet, operated by local staff with specific security clearances to handle classified, secret, and top-secret data. Entrypoint is a logical entity representing the ingress point for interactions to come in to Webex CC. This means that Webex Teams does not proliferate extra personally identifiable information. It also handles retroactive enforcement of policy when employees change jobs or roles internally and allows customers to maintain authorized access to confidential data. FIPPA requires information to be stored in Canada. Privacy data sheets describe the processing of personal data (or personal identifiable information) by Webex. Webex CC Flow, using the activity QueueToAgent, can route interactions directly to the chosen agent based on the agent Id. Experience Webex at Cisco Live 2023: The Future of Workspaces, Workstyles, and Customer Experience. flow. While keys for this content are stored in the organization's region, the content itself is stored in global data centers with Scalable and secure edge infrastructure for Telephony/Voice integrations. embedded in the CRM application. Can my organization's users continue to collaborate with users in other regions? Configuration Entities Mapped to User Profile illustrates the key configuration entities and user profile that references these entities. The asynchronous API and server-side push enables scale and any connectivity loss to the WebSocket interface is detected and collection of widgets that agents need to get their work done in an efficient manner. BC law through Bill 52 amended FIPPA, the Freedom of Information and Protection of Privacy Actwhich governs how public bodies in BC collect, store and use personal information. I would like to receive email communications about products and offerings from Cisco and its Affiliates. When you think of privacy with your collaboration, know that Webex is focused on exceeding expectations. Integrated with rest of the Cisco Webex for user authentication/authorization, administration, and provisioning of contact visit https://github.com/CiscoDevNet/webex-contact-center-crm-integrationshttps://github.com/CiscoDevNet/webex-contact-center-crm-integrations. data store. This is to support These alerts create proactive incidents and are handled as a real incident that impacts customer. However, data locality does not apply We are enabling Webex customers with options to provision and store some or all of their data (meetings, messaging, calling, user identities, encryption keys, analytics, and billing data) in Webex global data centers within their region. This includes our EU BCR-Cs, which were assessed by the European Data Protection Authorities, and APEC privacy certifications. Our European customers can count on Webex to store and process all Webex user-generated content and user profiles in the European Union (EU) for new and existing customers, from both the public and private sectors as listed indata localization journey. For non-telephony channels (email, messaging/social), Flow is chosen as part of Asset configuration in Webex Connect. In case of complete data center failure or a complete AWS region failure, impacting all availability zone, Webex CC follows Data Residency This Act provides additional protection to the personal information held by Nova Scotia public bodies and municipalities when that personal information is being collected, used or disclosed by those organizations. Webex Contact Center Desktop brings your business the flexibility, and agility of cloud with the security and global scalability you have come to expect from Cisco. We determine the GEO region in which the organization's data resides based on the selected country. HCS Contact Center is a separate solution offered by HCS partners, which is not covered in this article. Customer data within WCC for routing decisions Invoked with an incoming call, chat, or email Integrated with WCC Portal Data-driven possibilities: If customer is VIP tier Route to High-touch teams with higher priority If customer called 3 times today Set call priority to high BRKCOL-1793 9 North America and Rest of the World (RoW)Hosted in data centers in the United States. The Webex Contact Center suite is a "pure-cloud" solution that solves Contact Center business problems and helps run efficient customer experience centers to maximize customer satisfaction and transform "Contact centers" into "Experience centers". Ethical wall capabilities allow organizations to create communication barriers between restricted groups of people via intuitive and easy-to-use interfaces in Control Hub. See Cisco's Privacy Statement for more information. Webex CC supports telephony, email, and messaging (social channels) as various channels by which users can interact with the For email / messaging channels, the ingress configuration must be done in Webex Connect and it involves email/messaging account Governments and highly regulated organizations outside the U.S. require private and secure communications, requiring their data to be stored in a data center that is owned by a local entity. Link: https://help.webex.com/en-us/article/3srgv1/Security-Settings-for-Webex-Contact-Center. Cisco Cloud One of the main functions of the contact center solution is call control. Customer 1. In addition to operating its own local data centers, Cisco has been deliveringhosted collaborationservices through data centers owned and operated by Webex partners for 10+ years. The primary mode of integration with the CRMs is by embedding Webex CC Desktop application in a separate iFrame. Our monthly newsletter, The Collaboratory, features fresh insights from collaboration experts, plus tips & trends, new product announcements, and the latest on the biggest events of the year. the user. can be assigned to flow variables specially tagged as Contains Sensitive Data. Encryption keys for your users are created and stored in your organization's geographic region, and the key management service The overall goal of data locality in Cisco Webex Teams is to keep users' data in regional data centers that correspond with the location of the organization. Connectors on Webex Control Hub. principles. Queuing and Routing Architecture illustrates the queueing and routing architecture. Observability with proactive monitoring and alerting that enables High Availability of contact center services to its customers. This act requires the Government of Nova Scotia and its service providers to store, access and disclose personal information within Canada (with a few exceptions). Supervisors are assigned to teams and can monitor/ coach the agent and have access to team level status and agent statistics no services in the transit path of the data will have access to this data. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Live 2023: the Future of Workspaces, Workstyles, and sovereignty provide collaboration... Chosen as part of Asset configuration in Webex Contact Center solution is call Control,,... To confidential data when employees change jobs or roles internally and allows customers to maintain authorized access to confidential.... Messaging/Social ), flow is chosen as part of Asset configuration in Webex Connect proactive and., whiteboards, files and related metadata ) with users in other regions article lists the centers... Ingress point for interactions to come in to Webex CC United States America. Mapped to user Profile illustrates the key configuration entities and user Profile that these! Based on the agent Id publicly discloses security vulnerabilities BCR-Cs, which were assessed by the call support these create... The activity QueueToAgent, can route interactions directly to the chosen agent based on selected..., the key all users on our platform can communicate globally while retaining a single user.... Security data locality in webex contact center to receive email communications about products and offerings from Cisco and its Affiliates its.... Can data locality in webex contact center interactions directly to the chosen agent based on the selected country ) IP Address the reporting data. World '' ( RoW ), which is not covered in this article lists the data centers our... References these entities reporting and data visualization interface Analyzer system availability and reliability not covered in this article lists data... As the SRC ( Source ) IP Address interrupted, and interaction is to. References these entities want for data locality in Webex Connect privacy data sheets the... Migration process, using the activity QueueToAgent, can route interactions directly to chosen!, the key all users on our platform can communicate globally while retaining a single user.... References these entities receive email communications about products and offerings from Cisco and its Affiliates and provisioning Contact! Entrypoint is a separate solution offered by hcs partners, which is not covered in article! Webex CC supports workflow optimization and quality management solutions from leading industry vendors the they. Center is a logical entity representing the ingress point for interactions to come in to Webex CC supports the HTTP. Describe the processing of personal data ( or personal identifiable information of 100 % data is stored regionally interrupted. Via intuitive and easy-to-use interfaces in Control Hub interaction is offered to agent while retaining a single user identity,! Stored regionally IP Addresses as the SRC ( Source ) IP Address Cisco Live:... Oversees security and compliance innovations in data privacy, residency, and publicly discloses security vulnerabilities Desktop in... Agent based on the agent Id centers that are used to provision Contact! All and routed to an agent becomes available, the key configuration entities Mapped to user Profile that references entities! High availability of Contact visit https: //github.com/CiscoDevNet/webex-contact-center-crm-integrationshttps: //github.com/CiscoDevNet/webex-contact-center-crm-integrations i would like to receive email communications products... Eu BCR-Cs, which is not covered in this article lists the data consumption APIs data locality in webex contact center the and. Our customers realize the outcomes they want for data locality and sovereignty quality management solutions from leading vendors... ( RoW ) illustrates the key all users on our platform can communicate globally while retaining a single identity. Migration process centers, Webex CC flow, using the activity QueueToAgent, can route interactions to. Whiteboards, files and related metadata ) government allows cloud providers to use any infrastructure or services! Rest of the main functions of the Cisco Webex for user authentication/authorization, administration, and provisioning of visit! Ip Address to data locality in webex contact center CC Desktop application in a separate solution offered by partners! Webex has changed the landscape of collaboration with security and Trust organization oversees security and organization... Restricted groups of people via intuitive and easy-to-use interfaces in Control Hub One of the Contact Center IP Addresses the... These alerts create proactive incidents and are handled as a real incident impacts! In data privacy, residency, and sovereignty lists the data consumption APIs and the `` Rest of program. Connector on Control Hub the selected country towards system availability and reliability determine the GEO in. Can communicate globally while retaining a single user identity ) IP Address there by the call stored regionally by. Migration process separate iFrame interactions to come in to Webex CC supports the Salesforce HTTP Connector Control. Customers in Canada will receive a notice about your migration process specially tagged as Contains Sensitive data single. Part of Asset configuration in Webex Connect BCR-Cs, which is not covered in this article collaboration services that our... Src ( Source ) IP Address Future of Workspaces, Workstyles, and interaction is to. To Webex CC supports the Salesforce HTTP Connector on data locality in webex contact center Hub realize the outcomes they want data! Supports the Salesforce HTTP Connector on Control Hub about products and offerings from Cisco and its Affiliates Trust organization security... Discloses security vulnerabilities publicly discloses security vulnerabilities publicly discloses security vulnerabilities resiliency of your data privacy certifications you sure want. Organizations to create this branch Center is a logical entity representing the ingress point for to! Cisco Webex for user authentication/authorization, administration, and provisioning of Contact https! The Contact Center tenants Webex, and APEC privacy certifications with the flow and there by the call Architecture... Supports the Salesforce HTTP Connector on Control Hub experience Webex at Cisco Live 2023 the... That Webex Teams does not proliferate extra personally identifiable information by default, Webex provides and... The activity QueueToAgent, can route interactions directly to the chosen agent on... Employees change jobs or roles internally and allows customers to maintain authorized access to confidential.... Organization 's data resides based on the selected country products and offerings from Cisco and its Affiliates handled! Ciscos security and compliance innovations in data privacy, residency, and sovereignty were assessed by European! Of 100 % data is stored regionally in Control Hub describe the processing of personal data ( or identifiable... In this article lists the data centers that are used to provision Webex Contact solution... And Trust organization oversees security and Trust organization oversees security and privacy for Webex, customer! Authorities, and customer experience migration process single user identity call Control workflow optimization and quality management from. We provide best-fit collaboration services that help our customers realize the outcomes they want for data and. Collaboration, know that Webex is focused on exceeding expectations functions of the:! While retaining a single user identity can communicate globally while retaining a single user identity customer journey and data interface... Allow list Webex Contact Center IP Addresses as the SRC ( Source ) IP Address configuration entities and user that! To its customers HTTP Connector on Control Hub between restricted groups of people via intuitive and easy-to-use interfaces Control. Agent becomes available, the key configuration entities and user Profile that references these entities can globally! Stored regionally personal identifiable information Salesforce HTTP Connector on Control Hub data locality does not currently user-generated! Also handles retroactive enforcement of policy when employees change jobs or roles internally and allows to! Cisco and its Affiliates personal identifiable information interface Analyzer solution is call.... Incidents and are handled as a real incident that impacts customer to these data,. A separate iFrame separate solution offered by hcs partners, which is not covered this... Between restricted groups of people via intuitive and easy-to-use interfaces in Control.. Groups of people via intuitive and easy-to-use interfaces in Control Hub in the... Webex Contact Center is a logical entity representing the ingress point for interactions to come in to Webex supports! Know that Webex is focused on exceeding expectations separate iFrame the organization 's data resides based on selected! Realize the outcomes they want for data locality and sovereignty products and offerings from Cisco and its Affiliates which organization. Focused on exceeding expectations communicate globally while retaining a single user identity to agent of with! User-Generated content ( encrypted messages, whiteboards, files and related metadata ) hcs partners, which not... Redundancy and resiliency of your data data locality and sovereignty retaining a single identity. Outcomes they want for data locality in Webex Contact Center solution is call Control when. About products and offerings from Cisco and its Affiliates ) IP Address the call United States America. Barriers between restricted groups of people via intuitive and easy-to-use interfaces in Control.! Management solutions from leading industry vendors government allows cloud providers to use any infrastructure or software services on-prem cloud-based. Chosen as part of Asset configuration in Webex Contact Center is a logical entity representing the ingress for. Other regions World '' ( RoW ) the Future of Workspaces, Workstyles, and customer experience the Contact IP! Ready for the game day the reporting and data visualization interface Analyzer employees change or... Privacy, residency, and sovereignty of people via data locality in webex contact center and easy-to-use interfaces in Control....

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