anchorBefore you begin

• Complete the Webex Contact Center Web Widgets Quickstart, including widget initialization, authentication, and station login.
• Use a Contact Center organization provisioned for Webex Together / wxApp telephony.
• Sign in using an Extension or Agent DN station login. Browser/WebRTC-only login is not the supported answer path.
• Run Webex App desktop version 44.12 or later on the same computer as the embedded application and sign in as the same user.
• Use React 18.3.1 or later for a React host.
• Join the Webex Developer Beta Program and use the beta feedback channel shared with your invitation.

The Contact Center SDK handles Webex App telephony routing and mute synchronization. The widgets are the UI layer; no new widget export is required. This release uses the existing IncomingTask, TaskList, and CallControl widgets.

anchorInstall the beta Widgets package

Use @webex/cc-widgets version 1.28.0-next.60 or later from this beta train. For a widgets-only host, install the Widgets package; use a matching SDK and Widgets release set when managing both dependencies directly.

npm install @webex/cc-widgets@1.28.0-next.60

Or with Yarn:

yarn add @webex/cc-widgets@1.28.0-next.60

anchorEnable the feature before initialization

Set webexConfig.cc.enableWxBetterTogether before calling store.init(). The setting defaults to false and is initialization-only in this release.

import { store } from '@webex/cc-widgets';

const webexConfig = {
  cc: {
    enableWxBetterTogether: true,
  },
};

await store.init({ webexConfig, access_token: accessToken });

If your host initializes a Webex instance separately, set the same Contact Center configuration before initializing that instance and then initialize the widgets with it. The feature is not gated by a Contact Center user or organization feature toggle.

anchorTest with the Widgets sample app

Use the Contact Center Widgets sample app from the Widgets repository and keep Webex App desktop open on the same computer, signed in as the test agent.

1. Open the sample app and authenticate as the test agent.

2. Before initializing widgets, enable Answer on Webex in SDK Toggles. This sets webexConfig.cc.enableWxBetterTogether.

   

3. Initialize the widgets and confirm there are no errors.

4. Select IncomingTask, TaskList, and CallControl in the widget picker.

5. Log in with an Extension or Agent DN and set the agent state to Available.

6. Start an inbound wxApp voice interaction. Confirm the offer displays Accept and Decline in IncomingTask or TaskList.

   

7. Accept the task and confirm the call engages in Webex App desktop.

8. Confirm CallControl displays Mute and Keypad during the engaged call.

   

9. Mute in the embed and confirm the Webex App microphone state matches. Optionally mute or unmute in Webex App and confirm the embed updates.

   

10. Send keypad digits and confirm the IVR receives the tones.

11. End and wrap up the active task, then set the agent state to Available. Start a fresh inbound wxApp voice interaction and, while its offer is pending, cause an Accept or Decline failure, such as by making Webex App unavailable. Confirm an inline error appears on the offer card. Restore Webex App and accept the pending offer before continuing to step 12.

12. End the task and confirm the offer state clears.

anchorIntegrate with a host application

The feature uses existing widget exports. Enable the feature before initialization, then render the normal IncomingTask, TaskList, and CallControl widgets in the host’s layout. The SDK updates control visibility and enabled state according to the task and login type.

• Incoming offers: Accept and Decline are available for supported wxApp voice offers. IncomingTask resolves the live task from store.taskList by interactionId, so the Accept control stays current when SDK controls update. Pass the store-provided incomingTask prop.
• Offer errors: If accept or decline fails, the offer card shows an inline error. The shared offerActionErrors map is keyed by interactionId, keeping TaskList and IncomingTask consistent for the same interaction.
• Mute: CallControl exposes Mute for an engaged wxApp call when the flag is enabled. The widget passes explicit intent to task.toggleMute({ muted }); mute changes made in Webex App update the embedded control through the SDK event task:wxapp-mute-state-updated and the store’s isMuted state.
• Keypad: CallControl exposes Keypad under the same engaged-call condition. It sends digits with task.transmitDtmf({ dtmf }). The widget keypad accepts 0–9, *, and #; commas and other characters are discarded.
• Other call actions: Hold, resume, transfer, consult, conference, end, wrap-up, and recording continue to use their existing SDK and widget paths.

anchorRelease scope and limitations

This beta supports Accept and Decline on Webex App voice offers, bidirectional Mute synchronization, in-call DTMF, toast suppression when enabled, and Extension or Agent DN station login.

The following are not supported in this release:

• Hold-state synchronization with Webex App. Existing hold and resume actions may not match the Webex App state.
• Browser/WebRTC station login as the Webex Better Together answer path.
• Webex App on mobile or tablet as the primary answer client.
• Full removal of the Webex mini call window.
• Changing enableWxBetterTogether after initialization.

Only one client should answer a given offer. allowMultiLogin: true is supported, but allowMultiLogin: false is recommended for a single CRM embed session per agent.

anchorTroubleshooting

anchorBeta feedback

Please share setup, rendering, telephony, mute synchronization, and DTMF feedback through the beta channel shared with your invitation. Include whether the issue occurred in the Widgets sample app, a React host app, or a Web Component host app.

• How easy was setup and testing on a scale of 1 to 5?
• Did Accept and Decline work reliably from IncomingTask and TaskList?
• Did bidirectional mute synchronization work as expected?
• Did DTMF work as expected for IVR entry?
• Did CallControl render Mute and Keypad correctly in the host layout?
• What issues did you encounter?

anchorRelated documentation

• Webex Contact Center Web Widgets Introduction
• Webex Contact Center Web Widgets Quickstart
• Webex Contact Center SDK Tasks