Introduction to

Webex Calling

April, 2022
Ben van Halderen – Customer Success Manager

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 Public Switched
Telephone Network
(PSTN)

Local Gateway Cloud Connected Cisco

(On-Premise) PSTN Calling Plans

Webex Calling “Network Side” Dedicated

Cisco Instances
Webex Call Control Engine UCM UCM

UCM UCM
Calling
Webex Calling “Line Side” UCM

Unified
On-Prem Communications
PBX Systems Manager (Prem)

3rd Party PBX Webex Phones, Apps, & Video Cisco UCM
Phones Phones
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Webex Calling global footprint
Unified Webex DC’s
Calling DC’s
Calling Media PoP
Global platform offers services to Control Hub (AWS)
multinational customers from a single region Common Identity DC’s
MPP Device EDOS

Amsterdam
London Amsterdam
Vancouver
Chicago Toronto Frankfurt
London
San Jose New York
Tokyo
Columbus Osaka
Dallas
Dallas
Dallas
Singapore (CY2021)

Global backbone purposely Low loss 100+ Gigabit

designed for audio and interconnectivity with
video transport multiple redundant paths

• Common Identity service in London migrating to Amsterdam CY2021 Sydney

• Common Identity for AJP Region served out of Europe. Melbourne
• Cities with multiple services may have these services across multiple DC’s

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Webex Calling service availability target

99.99%
For call
processing availability
Less than 5 minutes of service
unavailability in a month

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Webex
Calling
Enterprise-grade
calling features

Easy-to-use and secure

Flexible migration to cloud

Seamless elevation of calls to

meetings

Centralised management and

administration

Multiple deployment options

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Calling features you need, available anywhere

Optional Call on
Webex App
Visual
voicemail
Desk-phone &
room device
pairing and
control

Call-forwarding,
single number Audio and video
reach, DND calls with
sharing

Open call Hold / resume,

preferences transfer, merge /
conference

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Elevate a call to full featured meeting
Elevate a call
to full featured
meetings
Personal room meeting

Background noise removal

Screen sharing

Whiteboarding

Recordings and AI transcription

Real-time translations,
notes and action items

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A complete enterprise feature set
A partial list of supported calling features
Business continuity
Busy lamp monitoring Call forwarding Video (point to point) Alternate numbers Call history
(CFNR)

Unified messaging Call hold and resume Call logs w/click to dial Barge-in exempt Call redial Call routing and queuing

Call transfer – Call waiting –

Auto attendant Call restrictions Call transfer-blind ATA support
attended Up to 4 calls

Conferencing Directed call pickup Enterprise phone

Distinctive ring Directed call pickup Do not disturb
(site based) barge in directory

Three-way calling (variable length) Feature access codes Hoteling (guest) Hunt group Inbound caller ID

Main number
Inbound fax to email Mobility Music on hold (site) Virtual extensions N-Way calling (6)
outbound call ID

Outbound caller Personal phone Pre-alert

Office anywhere Privacy Visual voicemail
ID blocking directory announcement

Exec / assistant Remote office Schedules Sequential ring Receptionist client Reports and metrics

T-38 Fax Selective call rejection Shared line appearance Simultaneous ring Speed Dial 100

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Popular Features
Each site/location can be provisioned with features

1 2 3 4
Auto Attendant Hunt Group Call Queue Group Paging
Auto Attendants play Hunt Groups automatically Call Queues automatically The Group Paging feature
customized prompts and route incoming calls from a distributes incoming calls to allows users to place a one-
provide callers with menu single number to a group of a group by finding an way or group page to up to
options for routing their calls users. You can define how to available agent based on the 75 target users by dialing an
through your system. route the calls based on the configured policy and holds extension assigned to a
needs of different groups. calls in queue while playing specific paging group.
announcements and music
when all agents are busy.

Video Video Video

Intro to Auto Attendants Click to see all Features Intro to Call Queues Intro to Group Paging

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 Does the call go to
Does the call go Does the call ring
a menu where the NO directly to a NO one or more
caller is prompted to
voicemail? phones?
select an option?

YES YES YES

Use an Use a Use a

Is the caller placed
Auto Attendant Voicemail Group Call Queue
in a queue until their YES
call is answered?

NO

Call Flow Does the call ring

multiple people? Is the call recipient
already created as a
Create a
User

Decision Chart
NO NO
(This can be multiple people with
phones ringing at the same time user?
or one after the other)

Ask probing questions to identify the desired YES YES

call flow and recommend the appropriate

feature. A customer’s call flow may
Use a Use an
encompass multiple features with calls
Hunt Group Alternate Number
flowing from one feature to the next. Help Pages

Help Videos

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Webex Go – a real mobile calling experience

Directly connect your

business line to your
mobile phone
• Requires no app to download
• Simple provisioning workflow
• Business grade calling features on your mobile phone
• Managed through control
• Supports compliance requirements like recording
Coming soon

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Control Hub

Integrated Complete Realtime

lifecycle insights

Supports full Simple

Webex portfolio

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Enabling exceptional control of your service

All calling metrics are Per-call view of media

stored in one place quality statistics
for faster fault isolation

Client-based network Integrates with

connectivity monitoring Webex telemetry

Available for use by View and triage call quality

partners and customers with endpoint media
quality stats in Control Hub

Filter calls based on View engagement broken

packet loss, jitter and down by client type
latency

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Webex Calling
Configuration

Numbers Locations Features Service Settings

View, Edit and Add Numbers to a Create and Manage Locations Auto Attendant Configuration of Internal Dialing
Customer Location Manage PSTN Connection Call Park Extensions Patterns
Order New Numbers or Port View Location Main Number Call Queue Routing between On-Premise
Numbers from a current PSTN and Webex Calling
Carrier to Cisco Define Internal/External Dialing Hunt Group
Rules Default Voicemail PIN
Paging Group
Choose Emergency Callback Configure Org Default Device
Receptionist Client Settings
Number
Voicemail Group
Edit Location-Level Call Settings
Configure Location Default
Device Settings

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Integrated and flexible calling plans
Customers can consume the way they want

Premises Based PSTN Cloud Connected Service Provider Cisco Calling Plans
Calling Provider (Cisco Cloud Calling + PSTN)

Use the customer’s local Buy direct calling solutions from Service Provider offer that Intended for VARs ONLY
equipment with customers a cloud-connect PSTN/calling bundles their Calling solution Cisco provided Cloud Calling
calling solution provider that is Cisco-approved with Webex services integration into our Webex
services
Easy automated setup &
centralized management in
Control Hub
Single offer from Cisco through
partners

Partner Calling Plans Cisco Calling Plans

*Cisco Calling Plans available in the U.S. and

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Canada. Additional geographies coming soon.
Cloud Connected PSTN

CCP CCP
PSTN 1 PSTN 2

Customer site

Access Peering
Network network

Endpoints

PSTN access through peering Partner helps enterprise procure Available to service providers
with a selection of Cloud and provision PSTN who serve customers with
Connected partners integrated locations outside of their PSTN
into the Webex® Calling cloud footprint

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Premises Based PSTN -- Localor SBC
Gateway •

Enables a BYO PSTN option

for Webex Calling
Access
Provides connectivity to a Network
customer-owned PSTN service PSTN
Customer site
May also provide connectivity to
an on-premises IP PBX or SBC Local
gateway

SBC or
IP PBX
PSTN Webex® endpoints

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Numbers and licenses

Different from some other Cisco

platforms, every number (either
extension or public number) is
associated with a single Webex Individual user Hunt Group Conference rooms,
Calling license. or Call Queue video devices, and
(no charge licenses) public area phones
Users and public spaces use licenses
managed in Control Hub

A user uses one, and only one, license

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Ways to share a number for
inbound calls with multiple users
Hunt Call Shared Line Executive
Group Queue Appearance Assistant Feature
Simplest of configurations More possible Multiple lines (users) are Assistants may support
configurations than available across multiple multiple Executives
Hunt Group phones
Assistants may place
outbound calls for
executives

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Webex Calling User Configuration
Link to: Help Page to Configure and Manage Your Webex Calling Users

To access the user's From here, a user's basic Additional Calling Settings
Calling Settings select their Calling Settings can be can be accessed under the
Calling license viewed and edited Advanced Call Settings
options

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Webex Calling + Dubber Go
Simple recording for all calling users

Dubber Go is a new call Includes unlimited recording No need to order separately.

recording package included storage. Each recording is Every organization that
with Webex Calling. retained for 30 days. purchases Webex Calling will
be automatically entitled to use
Dubber Go.

Customers can turn on Dubber Customer uses the Dubber Solutions Plus Dubber SKUs in
recording directly through portal to access and manage CCW provide easy upgrade to
Control Hub. their recordings. premium call recording
capabilities options and
compliance support.

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 Integrated devices for Webex Calling
Headsets USB camera IP phones All-in-one premium
collaboration and co-creation

At your desk

500 Series 700 Series Webex Desk Camera 6800 Series 7800 Series 8800 Series Key Expansion Modules Webex Desk Webex Desk Pro

IP conferencing Video-first kits Video-first Immersive boardroom Team collaboration Office navigation
integrated systems and co-creation and in-room control

7832 8832
Meeting spaces

Webex Room Phone Webex Room Kit Series Webex Room Series Webex Room Panorama Series Webex Board Series Webex Room Navigator

Consistent user Single pane of glass management

DECT phones ATAs
experiences and analytics

Single platform
advantage
Cisco 191/192
6823 6825 DBS-110 AudioCodes MP-124E/MP-1288
DBS-210
Mobile Analog Webex App Control Hub

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For more details on support and integration, visit the Webex Help article: Supported Devices for Webex Calling.
Cisco IP Phone
investment protection

Easily transition from on-premises Webex

to cloud calling with supported Cloud Calling
hardware.
• Cisco IP Phone 7800 and 8800 Series

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Phone firmware migration

UCM MPP

Migration firmware Migration license

All 7800s: Some hardware limitation (pre-CY2016) Flex plan includes 1 license per user
All 8800s except 8821, 8831, 8851NR Locked to MAC address
KEMs do not require migration One-way migration per license
Partial data loss - call history, local contacts

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Flexible migration to
the cloud

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Why Organisations are Migrating to Webex Calling
3rd Party Integrations
Complex dial-plans

Cloud drivers or hesitations

Infrastructure Always up to date
challenges/goals Reduce
Change
Network Connectivity Complexity Control/Management
Webex App

ROI Innovation
Growth and scalability
Redundancy and
Survivability
Regulatory Requirements

Security, Scale, Workplace Hybrid Work

Ongoing Support
Requirements Reliability Transformation Dispersed Workforce
Latest Devices
Migration support – white
glove vs minimal Focus on Core Business Continuity
Ease of operation Business
Webex Calling - Dedicated Instance
Dedicated Instance is a new option within
Webex Calling – entitlement to one instance is
included with Webex Suite EA of 1000 seats
or more
Dedicated Instance provides a Cisco Unified
Communications Manager-based stack of
applications in a private cloud, dedicated to a
single customer, it:
• is pre-configured to interoperate with the
Webex Calling multi-tenant cloud Webex Calling
Contact
Messaging Meetings
Center Dedicated
is available globally in the same countries
Multi-tenant
• instance

as multi-tenant
Webex Unified Edge

• provides enterprise-grade, feature-rich

cloud calling and integrations
• has a simplified onboarding experience

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Dedicated Instance
Platform advantage

Fully customizable dedicated calling instance that supports all UCM calling features

UCM compatible API that enables deep third-party application integrations

Compatible with Cisco’s legacy endpoint portfolio

Familiar user experience that facilitates swift employee migration

Cisco contact center interoperability for enhanced customer experience

Security built in supporting all employee workflows

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 Q&A

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Adoption Tools and Resources
Webex Webex Calling Webex Brand

• Webex Help Center • Webex Calling Help • Global Brand Marketing

Adoption Self Help Content

• Webex Launch Kit • What’s New in Webex Calling • Brand Experience Hub
• Webex Essentials • Webex Calling Video Library
• Webex Brand Collection
• Webex App Quick Start Guide • How to | Webex Calling
• Webex Brandfolders
• Webex User Community • Webex Sandbox
• Driving Hybrid Work
• Webex Calling Get Started
• Webex Calling
• Get to know Control Hub Administration
• Webex Quick Classes • Provision Webex Services
• Submit an Idea • Calling Configuration Workflow
• Get Started with Calling
Adoption Programs • Supported Calling Options
• Webex Beta Program • Set up Calling Preferences
• Webex Ambassador • Features by License
• Set up Webex Calling Features
• Supported Devices

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