This intermediate-level session provides attendees with a detailed understanding of how the Cisco collaboration solution can interoperate with Microsoft Teams, with a focus on devices and meetings.
We will cover high-level architectures, supported capabilities, and an overview of the end user experience for:
Cisco video devices and Cisco RoomOS
Interoperability using VIMT (CVI) Gateway
Interoperability using WebRTC (Direct Guest Join)
Cisco video devices and Microsoft Teams
Microsoft Teams Rooms/Displays/Panels
Davide Preti is a Technical Marketing Engineering Technical Leader in the Collaboration Technology Group Solutions team focusing on Cisco Unified Communications. Davide is based in Italy and joined Cisco in 2010 through the TANDBERG acquisition. His main area of expertise is around Microsoft, Google, and Zoom interoperability, with a special focus on video and IM&P.
In this course, Webex Calling administrators will learn everything they need to know to set up and maintain a functional Webex Calling environment. The focus will be on configuring the initial setup through Control Hub, as well as commonly used location features and requirements. Additionally, you will discover how to tailor specific calling features to your company's unique needs, maximizing the benefits of your Webex Calling environment.
Adam North has worked with the Webex Calling product from inception to its current state. He joined Cisco with the Broadsoft acquisition and spent several years as a frontline trainer, empowering Cisco Partners with the latest information on Webex Calling.
Now in a leadership role, Adam uses his extensive Webex Calling knowledge to develop new course offerings for Webex Calling and develop training on the latest feature set, while managing the current frontline trainers and occasionally assisting in course delivery.
Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.
Justin Jordan is a Senior Product Manager for Webex with 25 years of experience in calling and collaboration technologies. Working for 13 year at Cisco in both technical sales and product roles, Justin loves bringing simple solutions to complex problems for our customer’s. Justin attended the University of Hawaii and lives in the Hill Country of Texas with his wife, daughter, and two pugs.
With more and more customers following a hybrid work environment and choosing to work from anywhere (home, office, or in transit), it is more crucial than ever for IT administrators to be able to quickly identify and isolate any issue end users report or experience. This lab will allow administrators to configure and implement the following use cases: Webex Calling, Cisco RoomOS devices, Webex Meetings, Webex Contact Center.
We will cover endpoint agents as well as cloud and enterprise agents for monitoring the network path visibility for media traffic to cloud. This session is geared towards administrators who manage a Webex deployment in Control Hub and are providing support for end-users.
Andres Salgado (CCIE# 27065 -Collab, Data Center) is an Engineering Program Manager for Webex, he provides ThousandEyes and Webex architectural design guidance to enterprise customers, partners and Cisco sales force. He works directly with the ThousandEyes and Webex product management and engineering teams in strategizing future product development to meet customer needs.
Rafat is a Systems Architect at Cisco Systems and holds dual CCIE in Voice and Collaboration technologies. He has over 13 years of experience supporting different verticals such as large financials, healthcare and Web scale accounts with expertise in Cisco collaboration On-prem and cloud products. Rafat has presented at several Cisco Live sessions and is an expert on Webex and ThousandEyes integrations. Rafat was previously a part of Cisco’s Advanced Services team as a Collaboration Architect and has also worked as a TAC engineer supporting Cisco’s collaboration portfolio.
In this lab, you’ll get the opportunity to work on the new digital channels functionality within Webex Contact Center. You’ll learn how to create and configure all the supported digital channels including chat, email, Facebook Messenger, and SMS. We’ll show you how to improve the agent productivity and user experience by applying best practices. You’ll also understand how to build, review, and troubleshoot the flow scripts.
Dave Easton is a customer success manager in Webex Contact Center solutions assurance.
Karthik is a Director of Customer Success and Solution Assurance for the Webex Contact Center platform in the Americas region. He has been with the Webex CC team for over 3 years and has over 25 years of experience in the contact center industry in the areas of customer experience and satisfaction, product development and engineering and critical escalations support.
Unlock the full potential of Webex in this mastery workshop where you’ll learn how you can enhance productivity, streamline communications, and regain control of your digital workspace. In this immersive session, we'll explore four key themes, each designed to elevate your Webex experience. You’ll discover how you can make meetings more efficient, master message management, optimize your time, and captivate a webinar audience like never before.
Join us on the journey to Webex mastery and transform the way you work.
Meher Arora is a Product Manager at Webex. She's passionate about driving innovation and making a meaningful impact on users. She has previously worked on app fundamentals, including accessibility and inclusion features in Webex, and has recently transitioned to the e-commerce team. Meher attended the University of California, Berkeley and lives in San Francisco.
Tina Kim is Engineering Product Manager of Webex Meeting at Cisco. She has worked in small and large companies, delivering products to make enterprises more efficient. Tina is passionate about creating products that impact and improve collaboration. Tina holds a Master of Business Administration from University of Southern California and Bachelor’s from University of California Santa Barbara.
Kevin is a Product Manager for Webex App. He primarily works on desktop and mobile client features in the scheduling and calendar area of the product. He is passionate about building a tool that provides a more seamless and effective medium for people to collaborate from virtually anywhere in the world.
This intermediate-level session provides attendees with a detailed understanding of how Cisco communication solutions can interoperate with Microsoft Teams, with a specific focus on the calling scenarios.
The following topics will be covered in this breakout:
A basic understanding of Cisco calling solutions is required to get a good understanding of the content in this session.
Sara Macías Salete is a Technical Solutions Architect in Cisco, part of the Global Collaboration Compete and Interoperability team. She is focused on Webex interoperability with Microsoft, Google and Zoom, supporting customers and partners mainly at an EMEA level. She has participated in several events as a speaker or lab instructor, including Cisco Live or the Cisco Collaboration Partner Virtual Team. Sara joined Cisco in 2014 through the CSAP graduate program. She holds an MSc and BSc in Telecommunications Engineering by the Technical University of Madrid. She's passionate about technology, wine tasting, jazz music and dance. Key topics Sara can cover: - Cisco Devices interoperability with Microsoft Teams, Google Meet and Zoom - Cisco Devices for Microsoft Teams (MTRs) - Webex Calling for Microsoft Teams
By analyzing your Webex Calling usage, you can measure your return on investment, optimize features, and stay ahead of business transformation. Our interactive data visualizations and custom contextual filtering allow you to access real-time dashboards tailored to your unique needs, providing valuable insights. Troubleshooting tools are also available to help you assess the user experience, pinpointing issues with precision and resolving them swiftly. Our dashboards and troubleshooting reports display quality insights, highlighting factors that affect call quality, such as jitter, packet loss, and latency. With this data, we can implement effective troubleshooting techniques to ensure a smooth user experience.
Vanesa Melendez provides training for Webex Calling and Webex Contact Center as an Enablement Specialist at Cisco. She joined Cisco during the Broadsoft acquisition, and leverages her deep knowledge to develop Webex Contact Center training and deliver material for Partners around the globe. A proud Panamanian, she has a degree in Electronics Engineering and wide experience in the telecommunications field. She brings her decade of experience to her current role where she is dedicated to successfully guiding Partners to master Webex.
This intermediate-level session will guide attendees through the deployment of a Cisco device enabled with the Microsoft Teams experience. We will cover the pre-configuration steps, supported capabilities, and the end user experience.
This includes Office 365 Admin center (Exchange Online, Teams Admin center, Intune) and Control Hub (workspaces, devices, analytics), as well a live demo of the entire process.
Davide Preti is a Technical Marketing Engineering Technical Leader in the Collaboration Technology Group Solutions team focusing on Cisco Unified Communications. Davide is based in Italy and joined Cisco in 2010 through the TANDBERG acquisition. His main area of expertise is around Microsoft, Google, and Zoom interoperability, with a special focus on video and IM&P.
Charlie Thorpe is a Technical Marketing Engineer within the Cisco Collaboration Technology Group business unit and is part of the Webex Technical Marketing Engineering (TME) team focusing on Desk Series, RoomOS, Sharing, and Webex Edge for Devices. Prior to this role, Charlie was a Technical Solutions Architect within the EMEA Webex SE team focusing on Webex SaaS solutions including Webex Messaging, Webex Meetings, Webex Calling, and Webex Hybrid Services. Charlie has been with Cisco since 2010. Prior to this, he spent four years with Nortel as a Systems Engineer within the Enterprise Sales organization, working within IP telephony, contact center, and data networking. Before his time at Nortel, he worked with BT for 15 years.
In today's fast-changing business environment, it's crucial to have a good handle on managing Webex Calling. This session delves into the challenges that businesses face when maintaining effective communication solutions amidst constant change. We'll discuss the importance of having adaptable strategies and innovative technologies to meet the ever-evolving demands of the industry. Whether it's scalable infrastructure or seamless integration, we'll show you how to use Webex Calling as a flexible and agile tool to support your organizational growth and keep up with changing communication needs. By being proactive in managing Webex Calling, businesses can thrive amidst change and emerge as leaders in their respective fields.
Adam North has worked with the Webex Calling product from inception to its current state. He joined Cisco with the Broadsoft acquisition and spent several years as a frontline trainer, empowering Cisco Partners with the latest information on Webex Calling.
Now in a leadership role, Adam uses his extensive Webex Calling knowledge to develop new course offerings for Webex Calling and develop training on the latest feature set, while managing the current frontline trainers and occasionally assisting in course delivery.
Join Webex Calling expert instructors and business leaders for an interactive conversation. We welcome any topics related to Webex Calling and encourage you to bring your questions, recommendations, and feedback.
Justin Jordan is a Senior Product Manager for Webex with 25 years of experience in calling and collaboration technologies. Working for 13 year at Cisco in both technical sales and product roles, Justin loves bringing simple solutions to complex problems for our customer’s. Justin attended the University of Hawaii and lives in the Hill Country of Texas with his wife, daughter, and two pugs.
Susan Parrish resides in North Carolina where she enjoys spending time at the beach in her newfound free time as a recent empty nester. She has an extensive background in supporting software-as-a-service products through previous customer-facing roles. Susan has a BA in Management of Information Systems and a Master of Education in Adult Education. She combines her knowledge of the IT industry and customer-facing experience with her passion for education to bring a fresh perspective to technical training at Cisco.
Join Webex Calling expert instructors and business leaders for an interactive conversation. We welcome any topics related to Webex Calling and encourage you to bring your questions, recommendations, and feedback.
Vanesa Melendez provides training for Webex Calling and Webex Contact Center as an Enablement Specialist at Cisco. She joined Cisco during the Broadsoft acquisition, and leverages her deep knowledge to develop Webex Contact Center training and deliver material for Partners around the globe. A proud Panamanian, she has a degree in Electronics Engineering and wide experience in the telecommunications field. She brings her decade of experience to her current role where she is dedicated to successfully guiding Partners to master Webex.
Adam North has worked with the Webex Calling product from inception to its current state. He joined Cisco with the Broadsoft acquisition and spent several years as a frontline trainer, empowering Cisco Partners with the latest information on Webex Calling.
Now in a leadership role, Adam uses his extensive Webex Calling knowledge to develop new course offerings for Webex Calling and develop training on the latest feature set, while managing the current frontline trainers and occasionally assisting in course delivery.
IT is at the heart of all digital transformation projects that aim to deliver smarter, richer customer interactions, but there is constant pressure to speed up innovation to support the requirements from the broader business. Consequently, developers are looking for quick and easy-to-use communications APIs and tools that also reduce technical complexity.
In this session, you’ll learn about our CPaaS platform, Webex Connect. Having a single, central communications platform that combines APIs and low code tools with a high-performance execution engine unifies all interactions to support the customer conversation in one place. We’ll focus on hands-on demonstrations of three areas: integrating with enterprise systems, tools for productivity, and conversational automation on multiple channels. You’ll walk away knowing how to orchestrate and automate customer journeys quickly and easily.
Dave Jennings leads the Sales Engineering team responsible for pre-sales opportunity, business requirements analysis, and solution design. He thrives on helping large enterprises understand how our products and solutions can fit into their existing technology ecosystem and digital strategy to solve their specific business problems, with customer experience at the heart. A passionate technologist, Dave develops solutions that take friction out of the customer journey to create the most seamless experience possible using the latest in digital technology such as automation, orchestration, AI, and NLP. He understands the challenges businesses face in the new digital revolution where it is becoming increasingly difficult to match consumer expectations, emulate digital-disruptors, and meet the need for technology to be agile and scalable in order to adapt and innovate quickly.
Stefan Zeidenberg is a seasoned professional in the CPaaS industry. For over 10 years, he has been at the forefront of revolutionizing how brands efficiently and intelligently connect and communicate with their customers via digital channels, such as SMS, MMS, RCS, WhatsApp, Apple Messages for Business, and more. As the business world contended with evolving end-user demands due to the ubiquitous nature of smartphones and a 'digital-first' mindset, Stefan's expertise has expanded into empowering enterprises with low-code CPaaS platforms like Webex Connect. Today, Stefan leads the Americas CPaaS Presales team at Cisco, where he continues to drive digital engagement solutions, ensuring that businesses not only meet current complex communication demands but also stay ahead of the curve in the ever-changing landscape that is customer communication.
Moving to Webex Calling offers benefits including reduced OPEX, superior security, deployment flexibility, and scalability.
Whether you are migrating to Webex Calling today or in the future, now is the time to get ready for your transition. Start your journey by integrating your on-prem UC environment with Webex and position yourself for a successful migration. This includes getting migration-ready, preparing for key decisions, and developing a migration strategy: POC > Pilot > Production.
This session will cover the pre-migration activities to configure your UC and Webex environments to prepare them for the transition. We’ll discuss migration options from Unified Communications Manager to Webex Calling multi-tenant. As part of a migration, users and devices need to be moved from the existing on-premises Unified Communications Manager, and features need to be mapped. Finally, we’ll give an overview of the existing options for bulk migration automation using APIs and existing tools for migrations.
Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multi-protocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.
This lab explores Webex security and educates attendees on the practical steps required to enable and manage security features and functions available with Webex deployments, including:
Identity, Authentication (AuthN), and Authorization (AuthZ): Enable user provisioning and directory synchronization for Webex and configure single sign-on (SSO) using SAML and OpenID Connect.
Compliance: Explore Data Loss Prevention (DLP) integration, eDiscovery and Legal Hold with the built-in eDiscovery portal, and built-in Anti-Malware Protection (AMP).
End-to-End (E2E) Encryption: Examine Webex Zero Trust E2E encryption capabilities and verified identity for Webex Meetings.
Matt Jordy is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He focuses on on-premises and cloud architectures, design, and security for collaboration. He provides technical guidance on Cisco collaboration solutions and products to the Cisco sales force as well as Cisco customers and partners around the world.
Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He currently focuses on Webex security, identity, compliance, privacy, and data sovereignty.
Niket has 14 years of experience in Cisco Unified Communications, UCaaS, and Data Center. Prior to his current role , he worked with Cisco cloud managed services as a technical architect for white glove cloud uc offerings for banks & service providers , as a technical lead for TAC for the UC team. Niket holds a CCIE in Collaboration, Master in Microlectronics , Bachelors in Electronics, Bachelors in Telecommunications engineering . He is currently a Technical Solutions Architect focused on collaboration for global enterprise with focus on cloud calling and contact center architectures and hybrid work.
This practical lab is intended to guide users from a fresh deployment to all the necessary initial configurations for a completely scalable Webex organization. First, we’ll confirm and claim your domains, then proceed with Directory Sync to allow you to integrate all your users efficiently and systematically. Finally, we’ll guide you through multiple elements of configuring your Outlook or Google Calendar into Webex, making it a breeze for all your users to schedule meetings with colleagues.
The lab takes 3-4 hours to complete and closely follows the materials available after the session, so you can keep practicing configurations outside your production organization until you’re ready to deploy the features live. Cisco-certified trainers and Technical Marketing Engineers will be present to help answer any questions you may have about your platform.
Jeff is a Learning Management System Administrator for the Webex Learning and Enablement team and has spent the last 15 years as a trainer in the Cisco Collaboration arena with the last 4 years specializing in the Webex product suite. After spending much of his career in the design, implementation and project management side of the teleconferencing field, he discovered his passion for training engineers and spent over a decade with a Cisco training partner traveling all over the world delivering classes to Cisco customers, partners, and employees. Jeff is an experienced people leader with a drive for building his teams to deliver top-notch customer service. Outside of his role at Cisco, Jeff enjoys riding his motorcycle to remote back-country campsites in the Colorado Rockies, collecting vinyl records, and entertaining guests with barbecued ribs and craft cocktails.
Irwin Overton is a 23 year veteran of Cisco Systems and has worked as an instructional designer creating e-learing courses for Webex Control Hub and Webex Calling since 2021. Before, coming to the Webex team, he spent 10 years with Cisco sales as a systems engineer and 10 years as a Cisco public sector support engineer.
Prior to Cisco, Irwin worked as a Certified Cisco Systems Instructor (CCSI) teaching Cisco certification classes all over the United States and occasionally in other countries.
Irwin earned his Bachelor of Science in Electrical Engineering degree at Howard University and his Juris Doctor (J.D.) law degree from the University of Baltimore School of Law. Irwin spent nine years in the US Army Reserve and ended his military career as a Company Commander with the rank of Captain. He holds a number of Cisco Certifications as well as the Certified Information Systems Security Professional (CISSP) certification.
At home, he lives the almost “empty nest” life with his wife of 35 years after raising one son and one daughter who work in the security and medical fields respectively.
When not working, Irwin will be found, coaching married couples through his church, or building and racing all manner of remotely controlled (RC) cars, airplanes, helicopters, and drones.
Peter works in the Technical Marketing team as an expert on Webex Administration, with a particular focus on Troubleshooting and Analytics. The Technical Marketing Team is a solution orientated group that delivers documentation, training, roadmaps, demonstrations, and consultation on the Collaboration portfolio, working with engineering, sales, and our partners. Peter has fifteen years of experience working in collaboration and is looking forward to sharing knowledge with you at WebexOne 2023.
Part 1 | 1:00-3:00
01:00-01:15 PM
Introduction
Anurag Dhingra, SVP & CTO, Cisco Collaboration
01:15-02:15 PM
Innovating with AI to build competitive advantage
Chris Rowen, Vice President of AI, Cisco
Learn how Cisco is leveraging AI to deliver product innovation across the Webex portfolio. You’ll hear about the approach we’ve taken for using available data responsibly, what capabilities we choose to build natively, and the decision on where to compute based on technology, security, and cost factors. We’ll cover the core elements of generative AI, including large language models (LLM), audio, and video. And we’ll look at what’s next for the technology, including the type of applications and use cases that will be enabled. Finally, you’ll see an exclusive preview of new uses of AI in meetings, calling, device, and contact center.
02:15-03:00 PM
Designing a responsible AI framework for your business
Keith Griffin, Distinguished Engineer, Cisco
Get a detailed look at the emerging considerations when deploying generative AI (GAI) in your organization. This session will start with a short introduction of GAI—explaining core terminology and concepts—and then explore the opportunities, considerations, and risks you need to consider when deploying GAI in your enterprise. With examples and demos, it will help you consider how to design for GAI with privacy, fraud, and the wider security posture in mind, including how to manage aspects such as hallucinations, accuracy, and prompt injection attacks. We’ll close by looking at how Cisco has taken this journey and how our data privacy posture and responsible AI framework enable AI innovation while ensuring our business and our customers are protected.
Part 2 | 3:00-5:30
03:15-05:00 PM
Apply AI to solve your business challenges
Michael Bernstein, Associate Professor of Computer Science, Stanford University
What problems can, and can't, artificial intelligence (AI) solve for us? What AI transformations might impact your business, and what remains likely out of reach? How do you design AI-based solutions that augment people and make your organization smarter?
This training session will introduce you to the broad new possibilities of AI and generative AI, steeped in case studies. Learn what is possible now with generative AI, and what may become possible soon with new advances in AI technology. We will discuss how to design technology that augments people, rather than displacing them. And we’ll focus on hands-on exercises that will help you explore future products and services within your organization and prototype those concepts rapidly.
05:00-05:30 PM
Closing panel with all speakers
Q&A Moderated by Anurag Dhingra, SVP & CTO, Cisco Collaboration
Anurag Dhingra is VP and Chief Technology Officer of Cisco Collaboration. In this role, he is responsible for setting technology vision, strategy, and direction for the Webex portfolio including Meetings, Calling, Video Devices, and Team Collaboration. Additionally, he is responsible for Collaboration AI, Developer Platform, and App Integrations for Webex.
Previously, as Vice President and Head of Engineering for Webex Meetings, Anurag was responsible for delivering applications and services to power online meetings for millions of users worldwide.
During his 20+ year career in the communications industry, Anurag has held various engineering leadership positions and built market leading VoIP, video, and collaboration products.
Passionate about inclusion and diversity, Anurag is Executive Sponsor for Cisco's Responsible AI initiative and serves on Cisco's Human Rights Advisory Council.
When he’s not obsessing about building great products, Anurag likes to explore the Bay Area biking and hiking trails with his family.
Chris Rowen is a Silicon Valley entrepreneur and technologist known for his groundbreaking work developing RISC microprocessors, domain-specific architectures, and deep learning-based software.
As VP of Engineering, Collaboration AI, Chris leads an engineering and product team focused on building smarter, clearer, and more seamless speech, audio, visual, and relationship intelligence experiences.
Before joining Cisco, Chris was the cofounder and CEO of speech science technology company BabbleLabs, which was acquired by Cisco in 2020. Prior to that, he founded the processor licensing company Tensilica, and led it as CEO before it was sold to Cadence in 2013.
Chris holds more than 40 U.S. and international patents, an MSEE and PhD in electrical engineering from Stanford, and a BA in physics from Harvard. He was recognized in 2015 as an IEEE Fellow for his work in microprocessor architecture.
Keith Griffin joined Cisco’s Collaboration Technology Group in 2007 and is a Distinguished Engineer at Cisco focused on AI and Machine Learning in the office of CTO. He works on features that include Webex Assistant, Noise Removal, Relationship Intelligence, Facial recognition, Meeting Transcription and more. Keith works with customers, partners and analysts to ensure that technology direction is aligned with market needs. He leads Cisco’s Collaboration IP, Patent and Research strategy and has been Cisco’s top inventor for collaboration technology for over ten years. Keith holds a PhD from the University of Limerick in Ireland related to the use of Representational State Transfer (REST) programmable interface design for real time communication in web browsers. His major in computer engineering at university was virtual reality in manufacturing environments.
Michael Bernstein is an Associate Professor of Computer Science at Stanford University, where he is a Bass University Fellow and STMicroelectronics Faculty Scholar. His research has won best paper awards at top conferences in human-computer interaction, including CHI, CSCW, ICWSM, and UIST, and has been reported in venues such as The New York Times, Science, Wired, and The Guardian. Michael has been recognized with an Alfred P. Sloan Fellowship, UIST Lasting Impact Award, and the Patrick J. McGovern Tech for Humanity Prize. He holds a bachelor's degree in Symbolic Systems from Stanford University, as well as a master's degree and a Ph.D. in Computer Science from MIT.
For the benefit of those new to Webex Contact Center, this session will start with a technical overview of the solution and a walkthrough of the main functional elements such as contact delivery, self-service, routing/queuing, agent desktop, administration, and reporting. It will then move on to a more detailed examination of contact handling features and capabilities using several real-world use cases.
This is an introductory to intermediate-level session that will benefit architects, designers, and implementors starting out with Webex Contact Center or anyone considering a CCaaS solution for customer engagement.
Carlos Guadamuz is a Business Development Manager at Cisco for Webex customer experience solutions, with a particular focus on Webex Contact Center. In this role, he is instrumental in providing hands-on experiential demonstration of both the business and technical value of the solutions in the portfolio for executive audiences.
Carlos brings over 20 years of contact center experience to Cisco, joining from a previous role at Genesys where he was a Senior Solutions Consultant supporting both commercial and enterprise accounts. Previous roles as an analyst in the financial and professional services industries honed his abilities to guide customers through industry best practices and common use cases in evaluating technology solutions.
Provide your end-users with a single, modern collaboration application by migrating them to Webex. This will give them all the latest Webex collaboration capabilities and features and position you for a successful transition to Webex Calling when you are ready.
This session will cover the activities to successfully transition users from Jabber to Webex. The migration activities of each collaboration workload will be highlighted with a deep dive into the key activities. Best practices to complete the activities will be highlighted. You’ll also learn about the different options for migrating users and contacts as well as the tools available to assist in the transition.
Steven Fly is a Technical Marketing Engineer (TME) within Cisco’s Collaboration Technology Group focusing on Webex migrations and Webex Calling. This includes working with the Webex product and engineering teams on the migration process and tools along with educating and assisting partners and customers on the migration journey. Steven has 20+ years of experience with Cisco’s on-prem and cloud collaboration solutions. Prior to his TME role Steven was a Cisco CX Sr. Solution Architect and worked with global enterprises and large Service Providers as a trusted advisor for variety of technologies including networking and collaboration.
This session will provide an in-depth understanding of how to migrate between Enterprise Firmware used with Cisco Unified Communications Manager and Multiplatform Firmware used with Webex Calling for the Cisco IP Phone 7800 and 8800 Series. The purpose of converting firmware is to help migrate customers who already have existing phones. Participants will learn about migration automation tools within Control Hub as well as the Cloud Upgrader (upgrade.cisco.com) from a TAC engineer and co-developer to maximize your success rate by avoiding common mistakes.
Joe Martini is a Technical Leader in the Unified Collaboration group within the Customer Experience (CX) TAC at Cisco Systems. Joe holds a Bachelor of Science in Applied Networking and System Administration from the Rochester Institute of Technology (RIT) and CCIE Collaboration (#35601) certification. Over the past 15 years with Cisco, Joe has become a global point of contact for Cisco Unified Communications Manager (CUCM), IP phones (enterprise/multiplatform), and Webex Calling (WxC). He is also recognized as an innovator with the creation and development of many internal and external tools that solve problems, reduce effort, and save time.
Introduce device customization via the UI Extensions Editor, Macro Editor, JsXapi Module, and Cloud xAPIs. Learn how to deploy these new customizations and see how customizing a device can introduce new experiences and solve challenges for demanding spaces. We'll discuss how to leverage Cisco device and Webex cloud APIs to either run custom scripts against an environment, so a customer can craft their own management system, or utilize Control Hub to manage their customizations no matter the size of the deployment.
I am a Technical Marketing Engineer(TME) for Cisco Collaboration. My focus is on device customization using the xApi, Macros and UI Extensions; creating new experiences and tools for the community to use in their spaces. I have been working with collaboration technology for 6+ years, primarily around conference devices in both administration and education environments.
Chris is a Collaboration Technical Solutions Architect in the Global Enterprise group at Cisco. With over 24 years of experience working in telecommunications industry Chris has worked across nearly every industry vertical from SMB to some of the largest enterprise companies in the world. Chris is also a self taught programmer that currently is the lead developer for CE-Deploy with an expertise in deploying Cisco's collaboration endpoints en-mass.
This lab provides a brief, yet comprehensive overview of the key steps and factors involved in setting up Webex Calling. In today's business environment, where remote work and collaboration are becoming more prevalent, having an effective communication system is crucial. The lab covers the essential components of a successful deployment, such as hardware needs, network requirements, user setup, and integration with current infrastructure. It also stresses the significance of security measures and ongoing management to ensure a seamless user experience. By utilizing Webex Calling as the foundation, companies can streamline communication processes, encourage teamwork, and adapt to the constantly evolving demands of the modern workplace.
In this hands-on lab, participants will be introduced to Webex programmability. Learn tricks to quickly embed Webex into your web applications and even unlock transformative conference room experiences on RoomOS devices. Participants will get a glimpse into the "Art of the Possible" and how to re-imagine workflow automation for transformational experiences.
Harish is a Sales Engineering Manger with Cisco. With over twenty years of UC & Collaboration Technology experience, he has held multiple leadership positions across Cisco IT, Engineering and Sales. He currently leads the first-of-its-kind software development team within the Global Collaboration Sales Engineering organization. His innate ability to connect-the-dots has served several of our largest customers in solving complex business problems and transforming user experiences utilizing the Webex portfolio. With the purpose of advancing our customer’s business outcomes, Harish and his team can help you explore the art-of-the-possible through Webex programmability.
In this lab, we’ll explore the vital process of setting up locations and Public Switched Telephone Networks (PSTN) for Webex Calling. This process is crucial in establishing a reliable communication system, especially for organizations with a distributed workforce and global operations.
The lab emphasizes the significance of accurate location setup to ensure seamless call routing and compliance with emergency services regulations. It also highlights the integration of PSTN connectivity, which allows businesses to connect with external phone networks without interruptions. Companies can optimize their Webex Calling experience for efficient communication and improved user satisfaction in our interconnected world by paying attention to the details of location configuration and PSTN integration.
Webex Contact Center Administrator and Customer Experience
In this lab session, participants will be guided through key contact center configurations and move of these activities to Control Hub. The session also covers essential tasks for administrators, including user management, Team and queue configuration, flow configuration, Business Hours setup, Experience Management which defines the customers IVR experience. With the move of all the administrator activities on Control hub, this now ensures a seamless and consolidated of admin activities.
By the end of the lab, participants will have a comprehensive understanding of key configuration entities and flow orchestration, enabling them to create optimized call queues and elevate caller engagement and satisfaction. Attendees will emerge with a good understanding of Contact Center service and user configuration.
Webex Contact Center Agent & Supervisor Experience
In this 90-minute session, participants will delve deep into the Webex Contact Center's user experiences for Agents and Supervisors. The session is split into two segments, each focusing on the unique desktop experiences, functionalities, and customization options for these roles.
Part 1: Agent Experience
Attendees will explore the Agent Desktop experience from the agent's viewpoint, understanding various use cases and its customization capabilities. This segment also touches on administrative aspects relevant to Administrators and Supervisors, ensuring a comprehensive grasp of the Agent Desktop functionality and its extensibility.
Part 2: Supervisor Experience
The second half emphasizes the revamped Supervisor Experience, spotlighting the new Extensible Supervisor Desktop. It offers a deep dive into enhanced functionalities like Supervisor Reports and Monitoring and introduces ways to personalize the Desktop for the Supervisor persona.
Concluding the lab, participants will have a thorough understanding of both Agent and Supervisor Experiences on the Webex Contact Center, ready to harness the platform's full potential.
Webex Contact Center Reporting Experience
This lab will provide you with foundational and some advanced knowledge of Webex Contact Center Data and Analytics. You will learn about the key data repositories, data points, and metrics. The lab will guide you through the usage of the Webex Contact Center Analyzer, which serves as the main Contact Center Reporting application. You will gain an understanding of utilizing stock reports and dashboards. During this session, you will receive a step-by-step guide on designing and constructing analytical visualizations and dashboards aimed at capturing your business and operational KPIs, along with actionable insights.
Join Webex Enablement leaders for a first look at Webex Academy, the new learning hub for the Webex Suite. Meet the team behind Webex Academy, learn about the new content and options for Webex users and administrators, and enroll in Webex Academy to continue your learning journey beyond WebexOne
Caroline Wright leads Learning and Enablement for Webex by Cisco. Her team creates meaningful training content and experiences for Webex customers and partners, serving users and administrators. She is passionate about creating a welcoming culture and delivering world-class learning opportunities. With 20 years of SaaS industry experience, Caroline is delighted to lead the team bringing the new, in-person training program to WebexOne 2023.
Mahalia leads the academy, help center, YouTube channel, sales enablement, and other learning initiatives for Webex Events, formerly Socio. She lives in Michigan with her husband and pets. Mahalia enjoys fostering for her local animal rescue, fixing up her old Victorian home, and attending community events.
Jeff is a Learning Management System Administrator for the Webex Learning and Enablement team and has spent the last 15 years as a trainer in the Cisco Collaboration arena with the last 4 years specializing in the Webex product suite. After spending much of his career in the design, implementation and project management side of the teleconferencing field, he discovered his passion for training engineers and spent over a decade with a Cisco training partner traveling all over the world delivering classes to Cisco customers, partners, and employees. Jeff is an experienced people leader with a drive for building his teams to deliver top-notch customer service. Outside of his role at Cisco, Jeff enjoys riding his motorcycle to remote back-country campsites in the Colorado Rockies, collecting vinyl records, and entertaining guests with barbecued ribs and craft cocktails.
In this lab, we’ll explore how to configure Bring Your Own Public Switched Telephone Network (BYO PSTN) and the Session Border Controller (CUBE) for Webex Calling. As more organizations look for flexible communication solutions, it’s essential to integrate existing PSTN connections and CUBE devices.
This lab will cover the key considerations, challenges, and best practices required for seamless implementation, focusing on addressing interoperability, security, and call quality. By configuring BYO PSTN and CUBE effectively, businesses can leverage the powerful features of Webex Calling while maintaining the familiarity and reliability of their existing telephony infrastructure. This lab is a comprehensive guide to ensuring successful integration, empowering businesses to optimize communication efficiency and adapt to evolving needs.
Part 1 | 1:00-3:00
01:00-01:15 PM
Introduction
Chris Rowen, Vice President of AI, Cisco
01:15-02:15 PM
Innovating with AI to build competitive advantage
Chris Rowen, Vice President of AI, Cisco
Learn how Cisco is leveraging AI to deliver product innovation across the Webex portfolio. You’ll hear about the approach we’ve taken for using available data responsibly, what capabilities we choose to build natively, and the decision on where to compute based on technology, security, and cost factors. We’ll cover the core elements of generative AI, including large language models (LLM), audio, and video. And we’ll look at what’s next for the technology, including the type of applications and use cases that will be enabled. Finally, you’ll see an exclusive preview of new uses of AI in meetings, calling, device, and contact center.
02:15-03:00 PM
Designing a responsible AI framework for your business
Keith Griffin, Distinguished Engineer, Cisco
Get a detailed look at the emerging considerations when deploying generative AI (GAI) in your organization. This session will start with a short introduction of GAI—explaining core terminology and concepts—and then explore the opportunities, considerations, and risks you need to consider when deploying GAI in your enterprise. With examples and demos, it will help you consider how to design for GAI with privacy, fraud, and the wider security posture in mind, including how to manage aspects such as hallucinations, accuracy, and prompt injection attacks. We’ll close by looking at how Cisco has taken this journey and how our data privacy posture and responsible AI framework enable AI innovation while ensuring our business and our customers are protected.
Part 2 | 3:00-5:30
03:15-05:00 PM
Apply AI to solve your business challenges
Michael Bernstein, Associate Professor of Computer Science, Stanford University
What problems can, and can't, artificial intelligence (AI) solve for us? What AI transformations might impact your business, and what remains likely out of reach? How do you design AI-based solutions that augment people and make your organization smarter?
This training session will introduce you to the broad new possibilities of AI and generative AI, steeped in case studies. Learn what is possible now with generative AI, and what may become possible soon with new advances in AI technology. We will discuss how to design technology that augments people, rather than displacing them. And we’ll focus on hands-on exercises that will help you explore future products and services within your organization and prototype those concepts rapidly.
05:00-05:30 PM
Closing panel with all speakers
Q&A Moderated by Damien McCoy, Senior Director of Growth & Adoption at Webex
Chris Rowen is a Silicon Valley entrepreneur and technologist known for his groundbreaking work developing RISC microprocessors, domain-specific architectures, and deep learning-based software.
As VP of Engineering, Collaboration AI, Chris leads an engineering and product team focused on building smarter, clearer, and more seamless speech, audio, visual, and relationship intelligence experiences.
Before joining Cisco, Chris was the cofounder and CEO of speech science technology company BabbleLabs, which was acquired by Cisco in 2020. Prior to that, he founded the processor licensing company Tensilica, and led it as CEO before it was sold to Cadence in 2013.
Chris holds more than 40 U.S. and international patents, an MSEE and PhD in electrical engineering from Stanford, and a BA in physics from Harvard. He was recognized in 2015 as an IEEE Fellow for his work in microprocessor architecture.
Keith Griffin joined Cisco’s Collaboration Technology Group in 2007 and is a Distinguished Engineer at Cisco focused on AI and Machine Learning in the office of CTO. He works on features that include Webex Assistant, Noise Removal, Relationship Intelligence, Facial recognition, Meeting Transcription and more. Keith works with customers, partners and analysts to ensure that technology direction is aligned with market needs. He leads Cisco’s Collaboration IP, Patent and Research strategy and has been Cisco’s top inventor for collaboration technology for over ten years. Keith holds a PhD from the University of Limerick in Ireland related to the use of Representational State Transfer (REST) programmable interface design for real time communication in web browsers. His major in computer engineering at university was virtual reality in manufacturing environments.
Michael Bernstein is an Associate Professor of Computer Science at Stanford University, where he is a Bass University Fellow and STMicroelectronics Faculty Scholar. His research has won best paper awards at top conferences in human-computer interaction, including CHI, CSCW, ICWSM, and UIST, and has been reported in venues such as The New York Times, Science, Wired, and The Guardian. Michael has been recognized with an Alfred P. Sloan Fellowship, UIST Lasting Impact Award, and the Patrick J. McGovern Tech for Humanity Prize. He holds a bachelor's degree in Symbolic Systems from Stanford University, as well as a master's degree and a Ph.D. in Computer Science from MIT.
Damien McCoy is Senior Director of Growth & Adoption at Webex, leading the teams that focus on ensuring our customers' realize the full value of Cisco Collaboration products & services. He previously led Product Management for our Collaboration Apps and prior to joining Cisco in 2011 he held Product leadership roles with IBM, O2 Telefonica and Tecnotree.
While he's not focused on Collaboration, Damien spends as much time as possible sailing with his local Sea Scout Group in Galway, Ireland
Webex Contact Center Administrator and Customer Experience
In this lab session, participants will be guided through key contact center configurations and move of these activities to Control Hub. The session also covers essential tasks for administrators, including user management, Team and queue configuration, flow configuration, Business Hours setup, Experience Management which defines the customers IVR experience. With the move of all the administrator activities on Control hub, this now ensures a seamless and consolidated of admin activities.
By the end of the lab, participants will have a comprehensive understanding of key configuration entities and flow orchestration, enabling them to create optimized call queues and elevate caller engagement and satisfaction. Attendees will emerge with a good understanding of Contact Center service and user configuration.
Webex Contact Center Agent & Supervisor Experience
In this 90-minute session, participants will delve deep into the Webex Contact Center's user experiences for Agents and Supervisors. The session is split into two segments, each focusing on the unique desktop experiences, functionalities, and customization options for these roles.
Part 1: Agent Experience
Attendees will explore the Agent Desktop experience from the agent's viewpoint, understanding various use cases and its customization capabilities. This segment also touches on administrative aspects relevant to Administrators and Supervisors, ensuring a comprehensive grasp of the Agent Desktop functionality and its extensibility.
Part 2: Supervisor Experience
The second half emphasizes the revamped Supervisor Experience, spotlighting the new Extensible Supervisor Desktop. It offers a deep dive into enhanced functionalities like Supervisor Reports and Monitoring and introduces ways to personalize the Desktop for the Supervisor persona.
Concluding the lab, participants will have a thorough understanding of both Agent and Supervisor Experiences on the Webex Contact Center, ready to harness the platform's full potential.
Webex Contact Center Reporting Experience
This lab will provide you with foundational and some advanced knowledge of Webex Contact Center Data and Analytics. You will learn about the key data repositories, data points, and metrics. The lab will guide you through the usage of the Webex Contact Center Analyzer, which serves as the main Contact Center Reporting application. You will gain an understanding of utilizing stock reports and dashboards. During this session, you will receive a step-by-step guide on designing and constructing analytical visualizations and dashboards aimed at capturing your business and operational KPIs, along with actionable insights.
In this lab, we’ll explore the essential process of configuring group management for Webex Calling. The process is necessary to ensure effective communication and collaboration within organizations.
With the complexities of modern team dynamics, it’s crucial to structure user groups, roles, and permissions for seamless administration and streamlined operations. We’ll discuss the key considerations, best practices, and challenges in configuring group management settings, emphasizing scalability, security, and user experience. By mastering group management in Webex Calling, businesses can optimize team productivity, foster efficient communication, and adapt swiftly to the dynamic needs of the modern workplace.
In this lab, we’ll explore the vital process of setting up locations and Public Switched Telephone Networks (PSTN) for Webex Calling. This process is crucial in establishing a reliable communication system, especially for organizations with a distributed workforce and global operations.
The lab emphasizes the significance of accurate location setup to ensure seamless call routing and compliance with emergency services regulations. It also highlights the integration of PSTN connectivity, which allows businesses to connect with external phone networks without interruptions. Companies can optimize their Webex Calling experience for efficient communication and improved user satisfaction in our interconnected world by paying attention to the details of location configuration and PSTN integration.
Webex Contact Center Administrator and Customer Experience
In this lab session, participants will be guided through key contact center configurations and move of these activities to Control Hub. The session also covers essential tasks for administrators, including user management, Team and queue configuration, flow configuration, Business Hours setup, Experience Management which defines the customers IVR experience. With the move of all the administrator activities on Control hub, this now ensures a seamless and consolidated of admin activities.
By the end of the lab, participants will have a comprehensive understanding of key configuration entities and flow orchestration, enabling them to create optimized call queues and elevate caller engagement and satisfaction. Attendees will emerge with a good understanding of Contact Center service and user configuration.
Webex Contact Center Agent & Supervisor Experience
In this 90-minute session, participants will delve deep into the Webex Contact Center's user experiences for Agents and Supervisors. The session is split into two segments, each focusing on the unique desktop experiences, functionalities, and customization options for these roles.
Part 1: Agent Experience
Attendees will explore the Agent Desktop experience from the agent's viewpoint, understanding various use cases and its customization capabilities. This segment also touches on administrative aspects relevant to Administrators and Supervisors, ensuring a comprehensive grasp of the Agent Desktop functionality and its extensibility.
Part 2: Supervisor Experience
The second half emphasizes the revamped Supervisor Experience, spotlighting the new Extensible Supervisor Desktop. It offers a deep dive into enhanced functionalities like Supervisor Reports and Monitoring and introduces ways to personalize the Desktop for the Supervisor persona.
Concluding the lab, participants will have a thorough understanding of both Agent and Supervisor Experiences on the Webex Contact Center, ready to harness the platform's full potential.
Webex Contact Center Reporting Experience
This lab will provide you with foundational and some advanced knowledge of Webex Contact Center Data and Analytics. You will learn about the key data repositories, data points, and metrics. The lab will guide you through the usage of the Webex Contact Center Analyzer, which serves as the main Contact Center Reporting application. You will gain an understanding of utilizing stock reports and dashboards. During this session, you will receive a step-by-step guide on designing and constructing analytical visualizations and dashboards aimed at capturing your business and operational KPIs, along with actionable insights.
In this lab, we’ll explore how to configure Bring Your Own Public Switched Telephone Network (BYO PSTN) and the Session Border Controller (CUBE) for Webex Calling. As more organizations look for flexible communication solutions, it’s essential to integrate existing PSTN connections and CUBE devices.
This lab will cover the key considerations, challenges, and best practices required for seamless implementation, focusing on addressing interoperability, security, and call quality. By configuring BYO PSTN and CUBE effectively, businesses can leverage the powerful features of Webex Calling while maintaining the familiarity and reliability of their existing telephony infrastructure. This lab is a comprehensive guide to ensuring successful integration, empowering businesses to optimize communication efficiency and adapt to evolving needs.
In this lab, we’ll explore the essential process of configuring group management for Webex Calling. The process is necessary to ensure effective communication and collaboration within organizations.
With the complexities of modern team dynamics, it’s crucial to structure user groups, roles, and permissions for seamless administration and streamlined operations. We’ll discuss the key considerations, best practices, and challenges in configuring group management settings, emphasizing scalability, security, and user experience. By mastering group management in Webex Calling, businesses can optimize team productivity, foster efficient communication, and adapt swiftly to the dynamic needs of the modern workplace.