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Overview
This article explains how Webex Customer Assist and Webex Desktop work together, what each tool controls, and when to use them during daily support operations.
How the Two Webex Tools Work
Think of Webex Customer Assist and Webex Desktop as two separate phone systems. Each one manages different kinds of calls.
Webex Customer Assist – For Incoming Queue Calls
- Sends incoming calls from our support queues.
- You must sign in to receive queue calls.
- You start in Unavailable.
- Switch to Available when you’re ready to take queue calls.
- Staying Available means the system will continue sending calls to you.
INFO: Think of it like punching in for a shift — when you mark yourself Available, you’re “on the floor,” and calls will come your way.
Webex Desktop – Your Personal Extension
- Manages your individual phone line (not queue calls).
- You can set yourself to Busy to stop your personal line from ringing.
- Outbound calls are made through Webex Desktop.
WARNING: If you’re making an outbound call, switch to Unavailable in Customer Assist so queue calls don't reach you.
INFO: It’s like stepping away from the help desk phones to make a private call — adjusting your Customer Assist status keeps new calls from coming in.