PSTN

Set Up PSTN Service

PSTN Service Setup and Fulfillment Times for Number Orders

You can set up cloud PSTN for your customer when you create a trial or if you skipped that step, you can resume set up of the PSTN service.

  • For trial customers, you can only order new numbers; number porting and other functionality becomes available after an organization is converted to a paid customer.

  • For paid customers, you can order standard numbers, advanced numbers, and toll-free numbers or set up a port request to bring over existing numbers.

  • You can do all of the above for your own partner organization as well as all your customers.

Webex Calling (formerly Spark Call) doesn't include PSTN services, you or your customer need to purchase PSTN services for your local, long-distance, emergency dialing, Toll Free (subject to regional availability), and DID services. Without access to a PSTN, for example, you or your customer's emergency calls will not be routed to the correct public safety answering point (PSAP), which is based on location information associated with the PSTN. You or your customer must purchase PSTN from a third-party provider in conjunction with the Webex Calling (formerly Spark Call) purchase in order to access the appropriate PSAP in an emergency. Note: A PSAP might not be available in certain regions. For more information, check with your service provider. PSTN services are also available through trial.

These are the fulfillment times that the PSTN service providers follow for number orders:

  • Standard numbers (from inventory)—10 minutes after the customer signs the carrier terms of service for a trial organization or signs the carrier contract for a paid organization.

  • Advanced standard numbers—5 days (special order)

  • Porting numbers—22 days after you place the order (moved to the next Tuesday, if the date falls on Saturday, Sunday, or Monday). The paid customer must sign the Master Service Agreement (MSA) and Letter of Agency before you can place an order. If you want to change the timing of the order, contact your Preferred Media Provider (PMP). For more information, check with your service provider.

Set up Purchased PSTN Service and Enhanced 911 for Customers

Before you begin

  • The company name and email address are populated from the Start Trial page. The signee's name is also needed.

  • All the information is sent to the PSTN service provider.

  • For a paid organization, the service provider creates a PSTN contract and emails the contract by DocuSign to the customer's email inbox. The customer must sign this contract; after this happens, the first purchased number order is processed.

  • For a PSTN trial customer, the customer must sign the carrier terms of service.

  • Once services have been purchased, you or the customer can associate port requested numbers with users, hunt groups, and auto attendants while the porting order is in process. That way, when the port request completes, the number configuration is already in place.

  • You can assign purchased toll-free numbers only to auto attendant and hunt group numbers. This is subject to regional availability.

Procedure


Step 1

From the partner view in https://admin.webex.com, go to Customers, and then choose the customer for whom you want to set up the PSTN service.

Step 2

From the actions menu, choose Setup PSTN, and then enter the PSTN contract information.

Step 3

Enter an emergency service address for the customer.

The PSTN service provider instantly validates the address.

Step 4

Choose one of the following options:

  • Standard Numbers for new number orders (paid customers and partners).
  • Toll Free Numbers for new toll-free number orders (paid customers, partners).
  • Porting Numbers for a request to port existing numbers (paid customers and partners only).
Step 5

Follow the on-screen instructions to prepare the number order.

  • For standard and toll-free phone number requests:
    • When you enter any number above 1 in the quantity field, a check box for consecutive numbers appears. Check the box to produce consecutive numbers in the search results. Select the numbers that you want and add them to the cart. You can edit this cart and add more phone numbers can in the same session.

    • For standard numbers, you can change the state, area code, central office exchange (NXX), quantity parameters, and then perform a search.

    • For toll-free numbers, you can change the area code (example, 800 or All), and then perform a search.

    • Use the Block and Consecutive check boxes to search for and order a sequence of similar numbers. The on-screen instructions show you the number options and provide a possible solution for numbers that aren't available.
      Note 

      Toll free numbers do not appear in a consecutive search.

  • For porting phone numbers: you can copy and paste standard and toll-free numbers into the ordering box. Copy-paste from spreadsheets (CSV, Excel, new line entry formats) is supported. Valid numbers appear as green while invalid numbers appear as red. The cart shows the quantity of numbers that you add, and does not show specific porting numbers inside the cart.

Step 6

Review the order and then click Place Order. On the confirmation screen, take note of any alerts that appear, and then click Done.

Step 7

If you placed the order for the customer, provide these directions to the administrator:

  • For trial customers, instruct them to log into the Control Hub and accept the terms of services.
  • For paid customers:
    • If you placed an order for standard or toll-free numbers, instruct the customer administrator to look for an email that contains the DocuSign contract. After it is signed, the standard order or port request proceeds.

    • If you ported numbers, instruct the paid customer administrator to look for an email that contains the Letter of Agency (LoA) for standard numbers and a Form A for toll-free numbers. Customers must sign these documents as well as a Master Service Agreement for the porting order to proceed.

    • In either case, if this was the first PSTN order, tell the customer to look for an emailed DocuSign contract. The customer must first sign the contract for the first order to be processed, and then sign the LoA for numbers to be ported.


Check the Status of Ordered Phone Numbers for Webex Calling (formerly Spark Call)

You can see a list of numbers ordered by your organization, who they’re assigned to, and the status of pending numbers. With this information, you can see unused numbers that are available, and the numbers that have been ordered that will soon become available.

Procedure


Step 1

From the customer view https://admin.webex.com, go to Services and choose Call > Numbers.

Step 2

Sort your results as needed with the filtering options or use the search box.

Step 3

Click Pending to view the status of numbers ordered for your organization.

Step 4

(Optional) To save a snapshot of the data, click Export to CSV . This downloads a copy of the data shown on screen as a CSV file.


Set Up PSTN Service for Your Customer Organization on Webex Calling (formerly Spark Call)

If you're a paid customer, you don't need to rely on your partner to set up your PSTN service, bring over existing numbers, or add new numbers. Using Cisco Webex Control Hub, you can complete these tasks for your own organization.

Fulfillment Times for Number Orders

These are the fulfillment times that PSTN service providers follow for number orders:

  • Standard numbers (from inventory)—10 minutes after you sign the carrier contract.

  • Advanced standard numbers—5 days (special order)

  • Porting numbers—22 days after you place the order (moved to the next Tuesday, if the date falls on Saturday, Sunday, or Monday). You must sign the Master Service Agreement (MSA) and Letter of Agency before you can place an order. If you want to change the timing of your order, contact your Preferred Media Provider (PMP). For more information, check with your service provider.

Webex Calling (formerly Spark Call) PSTN Provider Contact Information

If you encounter an issue with your Webex Calling (formerly Spark Call) service, use this information to get in contact with someone who can help.

For Cisco technical support, see Support Assistant.

For PSTN billing or service questions, contact your Cisco Preferred Media Provider (PMP) contact information below:

Table 1. Webex Calling (formerly Spark Call) PMP Contact Information

Provider

Service Region

Phone

Other Contact Information

Further Information

IntelePeer

United States

866-780-8639

PostSales@IntelePeer.com

IntelePeer Partner Resources

ThinkTel

Canada

+1 (866) 928-4465

info@thinktel.ca

ThinkTel Voice Services

West

United States

888-728-0950

Open a case, contact the Sales department, or get a quote: Contact us.

West Resources

Set Up PSTN Service and Add Numbers or Port Numbers Over

Before you begin

  • The company name and email address are populated from the Start Trial page. You'll need to provide your signature.

  • All of the information is sent to the PSTN service provider.

  • The service provider creates a PSTN contract and emails the contract by DocuSign. You must sign this contract, after which the first number order you purchased is processed. If you need to port numbers, you'll must first sign a Master Service Agreement (MSA) and Letter of Agency. To change the timing of your request, contact your Preferred Media Provider.

  • After you have purchased services, you can associate port requested numbers with users, hunt groups, and auto attendants while the porting order is in process. That way, when the port request completes, the number configuration is already in place.

  • After you've signed the MSA, you can assign purchased toll-free numbers to auto attendants and hunt groups. This is subject to regional availability.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Services > Call > Numbers, and click Add Numbers.

Step 2

Select a service provider and enter the PSTN contract information.

Step 3

Enter an emergency service address for your organization.

The PSTN service provider instantly validates this address.

Step 4

Choose one of the following options:

  • Standard Numbers for new number orders.
  • Toll Free Numbers for new toll-free number orders.
  • Porting Numbers for a request to port existing numbers.
Step 5

Follow the on-screen instructions to prepare the number order.

  • For standard and toll-free phone number requests:
    • When you enter any number above 1 in the quantity field, a check box for consecutive numbers appears. Check the box to produce consecutive numbers in the search results. Select the numbers that you want and add them to the cart. You can edit this cart and add more phone numbers can in the same session.

    • For standard numbers, you can change the state, area code, central office exchange (NXX), quantity parameters, and then perform a search.

    • For toll-free numbers, you can change the area code (example, 800 or All), and then perform a search.

    • Use the Block and Consecutive check boxes to search for and order a sequence of similar numbers. The on-screen instructions show you the number options and provide a possible solution for numbers that aren't available.
      Note 

      Toll free numbers do not appear in a consecutive search.

  • For porting phone numbers: you can copy and paste standard and toll-free numbers into the ordering box. Copy-paste from spreadsheets (CSV, Excel, new line entry formats) is supported. Valid numbers appear as green while invalid numbers appear as red. The cart shows the quantity of numbers that you add, and does not show specific porting numbers inside the cart.

Step 6

Review the order and then click Place Order. On the confirmation screen, take note of any alerts that appear, and then click Done.

Step 7

Keep an eye out for emails that require your attention and sign the appropriate forms.


Change a Company Caller ID Name

Caller ID Name

If a number was used before by another company or individual and the Company Caller ID Name (CNAM) database wasn't updated, the database uses the old name. You can contact the PSTN provider's support to request a CNAM correction.

In a Webex organization, when people get an incoming call, they see the caller ID name (CNAM; typically 15 characters) and the caller ID number (the phone number). CNAMs displays the incoming caller's name, usually a company name, alongside the phone number. This makes it easier for your users to identify a caller.

When someone makes a call from a Webex desk phone to an external number, the call is routed through the PSTN network and finishes at the home carrier of the recipient. The home carrier passes the phone number of the incoming caller and queries a CNAM database server. This step identifies the caller ID name and presents the name and the phone number to the recipient.

Carriers can use several available CNAM database servers, which aren't always owned by the carrier. Some of these CNAM database servers are kept more up to date than others.

Use the steps to contact support for the PSTN provider and request a CNAM correction.

IntelePeer

The PSTN provider takes approximately 5–7 business days to process CNAM update requests. However, other vendors and CNAM database servers that are involved can take up to 90 days to update their systems.

Before you begin

  • Only US local numbers support CNAM. Canadian and toll free numbers do not support CNAM.

  • CNAM appears only on land lines. Mobile phones do not support CNAM.

  • The carrier for the number you are calling is responsible for the CNAM database lookup. If the recipient feels a caller ID error still exists, they need to open a ticket with their carrier.

Procedure


Step 1

Open an email to Enterprise Support.

Step 2

In the email, provide the phone number and requested registered name (CNAM) for each number.

  • Registered CNAM name can be up to 15 characters. Symbols aren't allowed.

  • Numeric only entries, entries that are generic, contain profanity, or do not appear to be a valid company/individual names are not accepted.

Step 3

When you are ready, send the email to Enterprise Support.


Organization

Set Up Local Time Zone

Time Zone Setup Options

In Cisco Webex Control Hub, you can set up the time zone for your organization based on your business headquarters or set up device-specific time zones for users.

  • Company time zone based on your business headquarters. This setting is used as a default for users and devices in your organization, and for your management portal. It is also used for voicemail, regardless of users' individual time zone settings.

  • Device-specific time zones for users. Consider this option for users with devices that are not located in the same area as your main office.

    Note

    Your users can also customize their own device time zone by going to https://settings.webex.com.


Set Your Company Time Zone

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services and then select Call > Service Settings.

Step 2

Scroll to Regional Settings, search for a time zone or choose one from the drop-down list, and then click Save.

Other services, such as voicemail and portals, use this time zone value.


Set Device Time Zones for Specific Users

Procedure

Step 1

From the customer view in https://admin.webex.com, select one of the following options:

  • Go to Devices and then choose a device.
  • Go to Users choose a user, scroll to Devices and then choose a device that the user owns.
Step 2

Scroll to Details, and then search for or choose an option in the Timezone drop-down.

The time zone changes as soon as you choose the option for the device. The device does not need a restart for this change to take effect.


Configure Your Webex Calling (formerly Spark Call) Dial Plan

You can control the dial plan for your Webex Calling (formerly Spark Call) deployment. You can customize extension lengths, routing prefixes, and dialing preferences (internal and external) to be compatible with the dialing habits of your users and requirements.

These settings are also available in the first-time setup wizard. As you change your dial plan, the example numbers in Control Hub update to show these changes.

Before you begin

If you want to decrease the extension length in your organization, there are few things you need to do to prepare for that change:

  • Make sure extensions aren't assigned to users and features. You can go to Control Hub and check what extensions are used under Services > Call > Numbers.

  • Temporarily remove the Webex Calling (formerly Spark Call) license assignment for your users.

  • Remove all Webex Calling (formerly Spark Call) features, such as call park, auto attendants, hunt groups, and pickup groups.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Services, and then choose Call > Settings.

Step 2

Configure your internal dialing preferences:

  • Internal Extension Range—The maximum is 10000 extensions for each range.
  • Routing Prefix—This setting only applies to multisite dialing. Until multiple locations and tiered dialing are supported, choose None for this setting. For a flat dial plan, you don't require a routing prefix.
  • Extension Length—You can enter 3–10 digits and the default is 3. When you increase the length, you're prompted to enter a prefix for existing extensions. When you decrease the extension after you've assigned some extensions, your existing extension ranges are deleted and you have to enter a new extension range for the new length.
    • You can only decrease the length if you haven't assigned any extensions to users or other features.

    • You can only increase the length if your voicemail is disabled.

    Note 

    After you increase your extension length, existing speed dials to internal extensions are not automatically updated.

Step 3

Configure your external dialing preferences:

  • Outbound Dial Digit—The number that users must dial to reach an outside line. The default is 9, and the value can be None if you don't require this dialing habit.
  • Dialing Preferences—Choose how PSTN dialing is handled (full phone number or simplified local dialing). If you choose simplified, you can add a prepended area code if you want the code included by default and don't require users to dial it. You can also remove the leading 1, if necessary.

Set Your Company Caller ID on Webex Calling (formerly Spark Call)

You can set an external number (that is not associated with Webex Calling (formerly Spark Call)) as the outgoing caller ID for your company. All outbound calls will display the same name and phone number for their caller ID.

When you set the company caller ID, other settings affect how the caller ID displays. For example:

  • If someone has a direct line, that number displays as the caller ID.

  • If someone doesn't have a direct line, but you've configured the company caller ID, then the company caller ID displays.

  • If someone doesn't have a direct line, and you haven't configured the company caller ID, then either Unknown or Private display as the caller ID, depending on the phone model.

Procedure


Step 1

From the customer view https://admin.webex.com go to Services and choose Call > Settings. Then scroll to Company Caller ID and turn it on.

Step 2

Enter a Caller ID Name, and then enter a Caller ID Number in the format area code + phone number or pick a Webex Calling (formerly Spark Call) number from the list. Click Save.


Assign a Media on Hold File

You can choose a file to play when callers are placed on hold.

Preview a File for Media On Hold

Before you assign a file to your organization as a whole or to specific lines for users and workspaces, you can preview the file in a controlled environment. Experience what your customers will hear when they're placed on hold.

Before you begin
  • Upload and assign a media on hold file to a user's line.

  • Check in with that user and let them know that you'll be calling that line to test media on hold.

Procedure

Step 1

Call someone in your organization who has media on hold assigned to their line and ask them to put you on hold.

Step 2

Evaluate the media on hold to determine whether it's something you want to share with your customers.


Assign a Media On Hold File to Your Organization

You can assign any file that you've uploaded to your Media Manager so that when callers are placed on hold, they can listen to the same media on hold.

Before you begin

You must upload an audio or video file to your Media Manager to have a selectable option.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services > Call > Settings, scroll to Company Media On Hold, and choose a file from the list.

Step 2

Click Save.


Assign a Media On Hold File to a Workspace Line

You can assign any uploaded media on hold file to a specific line for any place. After you assign the file to a line in a place, the file is played every time someone in that place puts a call on hold from that line.


Note

When you choose a file other than the system default, you no longer have access to that default file at the line level.


Before you begin

You must upload an audio or video file to your Media Manager to have a selectable option.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Management > Workspaces, choose a workspace, and then choose the calling settings.

Step 2

Choose a line, scroll down to Media On Hold, and choose a file.


Assign a Media On Hold File to a User's Line

You can assign any uploaded media on hold file to a specific line for any user. After you assign the file to a user's line, the file is played every time a call is placed on hold from that line.


Note

When you choose a file other than the system default at the company level, you no longer have access to that default file at the line level.


Before you begin

You must upload an audio or video file to your Media Manager to have a selectable option.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Management > Users, choose a user, and then click Calling.

Step 2

Choose a line, scroll down to Media On Hold, and choose a file.


Upload Your Own Media On Hold File

You can create your own media on hold for callers. Just upload your own audio or video file (25MB maximum per file) to the Media Manager.

Upload a Media On Hold File

You can assign various files to your organization so that when anyone in your organization initiates media on hold, that file plays. But if you want to play a specific file for held calls in your sales department, you can assign a different file to all lines in that department.

Things to keep in mind:

  • If you upload your own file and assign it to your organization as a whole, you won't be able to use the Cisco default for specific users' lines nor workspaces' lines.

  • Uploaded files aren't encrypted.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services > Call > Settings, scroll to the Company Media On Hold, and click Media Manager.

Step 2

Click , browse to the file you want to use, and select it for upload.

Step 3

Leave the page open while the file uploads. If you move away from this page, the upload is cancelled.

After the file is uploaded and begins processing, you can move on to other tasks. The amount of time it takes to complete uploading and processing varies. Upload time depends on your network speed. Processing time depends on the size and type of the file.

Step 4

If you choose to assign the file to your organization now, select it from the Company Media on Hold drop-down list.

You can assign the file now or later.


Supported File Types for Media On Hold

Supported File Types
  • Video

    • mpeg

    • mp4

    • x-ms-wmv

  • Audio

    • mpeg

    • mp3

    • wav

    • x-wav

    • wave

    • x-pn-wav

Supported File Suffixes
  • mpeg

  • mpg

  • mp3

  • mp4

  • wav

  • wmv

  • mov

  • ogg

Features

Set Up Call Park for Webex Calling (formerly Spark Call)

You can turn on the call park feature so that users can put a call on hold and pick it up from another phone. You can edit or delete an existing call park.


Note

If you delete a call park that is currently in use, the call is sent back to the person who parked the call.


Before you begin

  • To avoid noticable delays when calls are retrieved, make sure that your number range doesn't overlap with your voicemail prefix.

  • Set up or change your call park configuration during off-peak hours to avoid any service interruptions.

Procedure


Step 1

From the customer view https://admin.webex.com, go to Services, choose Call > Features.

Step 2

Click New, and then click Call Park.

Step 3

Enter a name for the call park, and then click the right arrow .

Step 4

Choose the range or enter the single number.

For a range of numbers, the call park name is displayed on the phone. For a single number, the number is displayed.

Step 5

Add members to the call park.

Note 

Each call park that you create supports a maximum of 30 members.

Step 6

Click Create.


Set Up Call Pickup

Create a Call Pickup Group

You can enhance teamwork and collaboration at work by creating a call pickup group so that users can answer each others calls. You can set up Group or Speed-Dial Call Pickup.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services and select Features.

Step 2

Click New, and then choose Call Pickup.

Step 3

Fill in the name for the pickup group and add members. Remember that each line can belong to only one pickup group. Then click Create.


Types of Call Pickup

There are two flavors of call pickup:

Group Pickup

When you add users to a call pickup group and a group member is away or busy, another member can answer their calls.

Here are a couple of things to keep in mind:

  • A line can belong to only one pickup group. For example, a user's two lines belong to call pickup group A. Those same lines can't also belong to call pickup group B.

  • The notification timer is set to 6 seconds, by default. After the call goes unanswered for this amount of time, other group members are notified. You can change this timer at any time.

Speed-Dial Pickup

You can assign call pickup to a user's speed dial.

For example, Johanna has Sudipto as one of her speed dials. Sudipto's desk phone gets a call, but he's not available. Johanna's speed-dial button for Sudipto starts to flash. Johanna can press her speed-dial button to answer the incoming call to Sudipto's phone.

Keep in mind that Cisco IP Phone 8800 Series support call pickup on internal extensions and phone and video addresses while Cisco IP Phone 7800 Series only support it on internal extensions.

Edit a Call Pickup Group for Webex Calling (formerly Spark Call)

After you create a call pickup group, you can make changes and configure new options that aren't available upon setup, including the default notification timer.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services, choose Call > Features, and click the pencil .

Step 2

Change any of the call pickup group settings, including the default notification timer. You can also choose how you want members to be notified about another member's calls.


Configure Single Number Reach on Webex Calling (formerly Spark Call)

From Control Hub, you can use single number reach to let people answer work calls using another phone, like their mobile or home phone. The phones all ring at once, and unanswered calls are sent to the company voicemail.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Users, and then select the user.

Step 2

Click Call, and then click Single Number Reach.

Step 3

Toggle the single number reach switch to on.

Step 4

Enter the number you want to set up with single number reach, and then click Save.

Note 

Single number reach doesn't work with internal extensions.


Set Up Auto Attendant

Create an Auto Attendant on Webex Calling (formerly Spark Call)

You can use templates and their features to easily create different auto attendants for your callers requirements.

Ensure that calls are answered and that caller's needs are met. You can add greetings using our text-to-speech feature, set up menus, and route calls to an answering service, a hunt group, a voicemail box, or a real person. You can create a 24-hour schedule or provide different options when your business is open or closed. You can even route calls based on caller ID attributes to create VIP lists or handle calls from certain area codes differently.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services, select Call, and choose Features.

Step 2

Click New and then choose Auto Attendant.

Step 3

Choose a template.

  • Basic—Use this template to get started fast. It includes a greeting and a phone menu. After saving the initial settings, you can set up a schedule and other options.
  • Custom—This template is the same as the Business Hours template but does not include a sample schedule. Customize it with greetings, menus, and other options.
  • Business Hours—This template helps you to set up different greetings and menus when your business is open or closed. It includes a sample schedule to help you get started. Edit the schedule, and then set up the greetings, menus, and other options for your Open Hours and Closed Hours.
Step 4

Name your auto attendant and choose the Numbers that this auto attendant will answer.

You can choose extension numbers and publicly dialable numbers. This step is required if the auto attendant is used to answer incoming calls. It is not required for auto attendants that receive calls only from a hunt group or another auto attendant.

If you're routing calls to a user or a hunt group, make sure the destination can support a high number of simultaneous calls. Otherwise, the call may not go through.

Step 5

Set up the features that you need.


Add Text-to-Speech Messages or Upload Audio Files to You Webex Calling (formerly Spark Call) Auto Attendant

When setting up an auto attendant, you can include many types of messages for specific situations.

Examples of specific messages include:

  • Greet callers by saying, "Thank you for calling ABC Company."

  • Provide instructions for a phone menu, such as, "For Sales, press 1. For Service, press 2."

  • Provide instructions for user inputs, such as "Please enter the extension now."

  • Provide information to answer common questions. For example, a menu could include an option for your business hours. When a caller presses a certain key, the message says, "Our office is open from 8 a.m. to 5 p.m. Monday through Friday."

You can create these messages by using our text-to-speech feature or you can use your own audio files.

To find the Auto Attendant Builder in Control Hub (https://admin.webex.com): Choose Services > Call > Features. Create a new auto attendant or edit an existing one.

To add an announcement: Click the plus sign, and then choose Say Message. Other components, such as Phone Menu and Dial By Extension, also include spaces for messages.


Important

When working in the Auto Attendant Builder, be sure to save your changes before you close the window.


Table 2. Adding messages

To use the text-to-speech feature

The text-to-speech feature reads the text that you type and presents it in the voice that you choose. Choose a voice that is appropriate for the language that you are typing. For example, if you are typing in Spanish, choose Spanish as the language, and then choose a Spanish-speaking voice.

Note 

When referring to symbols, type words, such as Pound for # and Star for *.

  1. Choose the Language that you will use to type your message. This selection determines which voices are available to say the message.

  2. Choose the Voice that will say the message.

  3. Set the Message Type to Say Message.

  4. Type your message.

To upload an audio file

Requirements

  • File type: WAV file

  • Size: 5MB or less

  • Sound format: 8kHz, 8bit u-law; 8kHz, 8bit a-law; 8kHz, 8bit pcm; 8khz, 16bit pcm; or MS-GSM

Instructions

  1. Choose the Language that is used in your audio files. Even though you are uploading your own files, this selection determines which voices are available to say the system error messages.

  2. Choose the Voice that will say the system error messages.

  3. Set the Message Type to Upload file.

  4. Drag a WAV file into the Import box, or click the button to browse for the file.

To use an audio file on another server

Requirements

  • Audio files must be in .wav or .mp3 format.

  • If you're using https to access your hosted audio files, note the following certificate requirements:

    • The certificate must be signed by a certificate authority. Self-signed certificates do not work.

    • We don't currently support Server Name Indication (SNI)—you need a dedicated IP address for your certificate.

    • Your server must be configured with SSL, not just TLS.

    • Your SSL certificate must be in the default Java keystore provided in jdk 1.8u74.

    • We recommend that you secure the storage location with a username and password, and use HTTPS encryption.

Instructions

  1. Choose the Language that is used in your audio files. Even though you are using your own files, this selection determines which voices are available to say the system error messages.

  2. Choose the Voice that will say the system error messages.

  3. Set the Message Type to Say Message.

  4. Type the URL of the file that you want to play. Here are a few examples:

    • Play two files sequentially

      In this example, two files are played, one after another: https://userID@password:server/myFiles/Welcome.mps and https://userID@password:server/myFiles/Specials.mp3

    • Including text with an audio file

      This week's special is: https://userID@password:server/myFiles/specials.mp3

      To talk to a sales agent, press 1.

To listen to your messages

After saving your settings, dial the phone number of the auto attendant and listen to your messages.

Expand Your Auto Attendant on Webex Calling (formerly Spark Call)

You can customize an auto attendant to help your callers get the information and assistance that they need. For example, you can add announcements, route calls, provide menus, and allow callers to dial extensions.

To add a new step to an auto attendant, click the plus sign and then choose an option.


Note

To find the Auto Attendant Builder: Choose Services > Call > Features. Then create a new auto attendant or edit an existing one.



Important

When working in the Auto Attendant Builder, be sure to save your changes before you close the window.


Table 3. Actions in the Auto Attendant Builder
Caller Input

You can prompt callers for various types of input (such as an account number) and assign that input to a variable. The variable is available throughout the call and can be the basis for decisions you make.

You can even convert digit input to text. Rather than prompting callers to enter their zip code, for example, you can have the auto attendant read out a few cities and have the caller choose the option that applies to them.

After you save the caller input information, you can select that name from the Session Variable list when configuring decision routing. That way, calls coming in from a specific zip code, for example, can be routed differently.

Variable names must be alphanumeric, 3-16 characters in length, and are case sensitive.

You also have the option to add dynamic text, such as caller's name or account number. Added to static text, dynamic text helps to personalize your Auto Attendant and make callers feel valued. Dynamic text can be read as a date, digits, number, or word.

Decision Steps

You can include decision steps that automatically route calls based on caller ID details. For example, you can route VIPs to a specific destination, route calls to the right office based on the caller's area code, or present the correct language to callers based on their country code.

Here are a few things to keep in mind:

  • After you select a caller attribute, you can enter multiple values for that condition. Just separate each value with a comma.

  • Numbers must include the country code and follow E.164 format. For example, +12065551212.

  • Area code has the same meaning as national destination code.

  • We recommend that the caller name attribute only be used for internal callers and that you enter the name as it would be displayed in caller ID.

Dial by Extension

If callers know someone's phone extension, they can dial the number.

You can type a message such as, "Dial your extension now" or upload your own audio file.

Phone Menu

You can use a phone menu to provide information to callers and to route them to the right individuals, hunt groups, and other auto attendants.

You also have the option to add dynamic text, such as caller's name or account number. Added to static text, dynamic text helps to personalize your Auto Attendant and make callers feel valued. Dynamic text can be read as a date, digits, number, or word.

Route Call

The call is routed to another destination.

Example: Our auto attendant includes a phone menu that exits to the next step when a caller provides invalid input. Instead of disconnecting the call, we want to give the caller additional assistance. First we added a Say Message that announces, "There seems to be a problem. We are transferring your call." Next we added a step that routes the call to a hunt group.

The various routing options are described below.

  • Route to Auto Attendant—The call is transferred to another auto attendant to provide the caller with other options.

  • Route to Hunt Group—The call is routed to a hunt group, and someone will answer the call according to the hunt group settings. When routing calls to a hunt group, make sure all users in the group can support a high number of simultaneous calls. Otherwise, calls may not go through.

  • Route to Phone Number—The call is transferred to an external number. For example, we set up an after-hours auto attendant that announces, "Our office is closed. Please call back tomorrow. If you need to talk to someone now, please hold for our answering service."

  • Route to User—The call is transferred to an individual, such as a receptionist or support agent. When routing calls to users, make sure those users can support a high number of simultaneous calls. Otherwise, calls may not go through.

  • Route to Voicemail—The call is transferred to someone's voicemail so that the caller can leave a message.

Say Message

The caller hears a message, such as information about your business or the auto attendant options. You can create messages by using our text-to-speech feature or upload your own audio file.

You also have the option to add dynamic text, such as caller's name or account number. Added to static text, dynamic text helps to personalize your Auto Attendant and make callers feel valued. Dynamic text can be read as a date, digits, number, or word.

Join Two Auto Attendants on Webex Calling (formerly Spark Call)

This document provides a sample scenario of how you can route calls from one auto attendant to another. You may want to do that if you have different business units, like one for existing customers and one for new customers. You can provide different experiences, languages, and voices for each auto attendant.

In this scenario, we walk you through how to route your English and Spanish customers to the right auto attendant.

Procedure

Step 1

Create two auto attendants, one for English and one for Spanish. Add messages in the respective language. Do not assign a phone number to either attendant.

For more information, see Create an Auto Attendant.

Step 2

Create a third auto attendant with the Basic template, and give it a name such as "Route to English or Spanish."

Step 3

Enter the phone number that your "Route to English or Spanish" auto attendant will answer.

Step 4

Leave the schedule as is. Your "Route to English or Spanish" auto attendant will operate the same way at all times of day. You can set up the schedule for the English and Spanish auto attendants.

Step 5

In the Say Message box, select an English language option, and type "Thank you for calling ABC Company. For English, press 1."

Step 6

Click the plus sign, add a second Say Message box., select a Spanish language option, and type "Gracias por llamar a la compañía ABC. Para el español, presione 2."

Step 7

In the Phone Menu box, leave the message blank and set up the input digits:

  1. For the first input digit, select 1, choose Route to Auto Attendant, and then choose the English auto attendant that you configured previously.

  2. Click the plus sign to add a second digit, select 2, choose Route to Auto Attendant, and choose the Spanish auto attendant that you configured previously.

Step 8

Click Save.

Step 9

Use your phone to dial the number that you configured for the auto attendant. You will hear the two messages and then you will be able to press 1 for English or 2 for Spanish. The call will be routed to the selected auto attendant, and you can continue from there.


Set Up a Schedule For an Auto Attendant on Webex Calling (formerly Spark Call)

You can set up a schedule so that the auto attendant will use different greetings and menus when your business is open or closed. If you have multiple auto attendants, you can reuse a schedule among them.


Important

When working in the Auto Attendant Builder, be sure to save your changes before you close the window.


Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services and select Call > Features. Then create a new auto attendant or edit an existing one.

Step 2

Click the Schedule box, which might be labeled "Open 24 Hours." Note that if you are using the Basic template, you need to save the phone menu first and then edit the schedule.

Step 3

Open Hours—Enter the times and days when your business is open.

Option Description
Time Zone Select the time zone in which the business is located.
Open Time, Closed Time, Days Enter your business hours for each day or set of days, such as 8:30 a.m. to 5:30 p.m. Monday through Friday. To add more times or days, click Add Hours. You can delete rows that you no longer need. If all rows are deleted, your schedule will be labled "Open 24 Hours."

Examples

  • Our business closes for lunch each day. We entered two rows of Open Hours: 8:30 a.m. to 12:00 p.m. Monday through Friday and 1:00 p.m. to 5:30 p.m. Monday through Friday.

  • Our business has different hours on different days. We entered three rows of Open Rows: one for our hours Monday through Friday, another for our hours on Saturdays, and a third for our hours on Sundays.

Copy Schedule If you previously entered your business hours in another auto attendant, you can reuse that schedule in this auto attendant. Click Copy Schedule and then select an auto attendant.
Step 4

Holidays—Optionally, click Add Holiday to add a date when your business is closed for a special event.

Option Description
Holidays Follow Closed Behavior
  • If you check this box, holidays will be handled by the Closed Hours branch of your auto attendant.

  • If you uncheck this box, your auto attendant will have a separate branch for Holidays as well as Open Hours and Closed Hours.

Name Enter a name to identify this holiday.
Recur Annually, Exact Date, All Day Use these options to enter the date and the time for the holiday. If you choose Recur Annually, you can set up the holiday by entering an Exact Date, such as January 1, or a day of the month, such as Every January on the First Monday.
Step 5

After adding all Open Hours and Holidays, save the schedule.

Step 6

Under Open Hours, click the plus sign to add greetings, menus, and other actions. Then follow the same process to set up the actions for Closed Hours and Holidays (if applicable).


Send After-Hours Calls to Your Answering Service With Webex Calling (formerly Spark Call)

You can set up an auto attendant to send calls to your answering service when your business is closed.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services, and select Call > Features. Then create a new auto attendant or edit an existing one.

Step 2

If you are creating a new auto attendant, set up your schedule.

Step 3

Below the Closed Hours box, click the plus sign to add a new action.

Option Description
To immediately route the call to the answering service without playing an announcement
  1. Choose Route Call.

  2. Choose Route to Phone Number.

  3. Enter the phone number.

  4. Save your changes.

To play an announcement and then route the call to the answering service
  1. Choose Say Message. Type the message that you want callers to hear, such as "Our office is closed now. Your call is being transferred to our answering service."

  2. Below the Say Message box, click the plus sign to add a new action.

  3. Choose Route Call.

  4. Choose Route to Phone Number.

  5. Enter the phone number.

  6. Save your changes.

To provide a menu that includes the answering service as one option
  1. Choose Phone Menu.

  2. Type the message, such as "Our office is closed. To connect to our answering service, press 1. To hear our operating hours, press 2."

  3. For each option that you want to include, choose the input digit and then choose the action. For example, to create a menu as described in the message above:

    • Choose 1. Choose Route to Phone Number, and then enter the number of the answering service.

    • Click Add another input digit. Choose 2, and then choose Say Message. Enter your message, such as "Our office is open from 8 a.m. to 5 p.m. Monday through Friday. Please call during those times."

Step 4

Save your settings.


Set Up Hunt Groups

Set Up a Hunt Group

You can use hunt groups to automatically route incoming calls to users in your organization. You can define how to route the calls based on the needs of your organization.

You may want to set up hunt groups in the following scenarios:

  • A Sales team that wants sequential routing. An incoming call rings one phone, but if there's no answer, the call goes to the next agent in the list.

  • A Support team that wants phones to ring all at once so that the first available agent can take the call.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services, and choose Call > Features.

Step 2

Click New, select Hunt Group, and then enter a name for the hunt group.

Caution 

Hunt Group names can have a maximum length of 87 characters that are made up of:

  • Upper and lowercase letters, A-Z a-z

  • Numbers 0–9

  • Spaces and . _ -

Step 3

Choose numbers for the hunt group. You can see a list of available numbers by typing three characters.

Step 4

Choose the Hunting Method and select members for the hunt group.

  • Longest Idle: The call is offered to the member who has not received a call in the longest amount of time.

  • Broadcast: The call is offered to all members at same time.

  • Circular: The call is offered sequentially to members in the hunt group list, from top to bottom, based on how they are set up in the Control Hub. The next call picks up where the last call stopped.

  • Top Down: The call is offered in the order that the hunt group is set up in the portal every time.

Step 5

Enter the names or email addresses of the people you want to be part of the hunt group.

Step 6

Choose a fallback destination and click Create.


Hunt Group Routing Specifics

The maximum number of simultaneous calls a hunt group can have is determined by the number of simultaneous calls set for the hunt group members.

Hunting Method

Approximate Maximum Call Limit

Broadcast

The highest setting for simultaneous calls in the hunt group, which is 2 or 8.

Longest Idle, Circular, Top Down

The sum of the number of members in the hunt group multiplied by each of their simultaneous call line settings.

Change the Fallback Destination of a Hunt Group for Webex Calling (formerly Spark Call)

Protect your business in the case of a local network outage. Configure an alternate fallback destination, such as a landline, so that customers can continue to access your hunt group.

The alternate fallback destination is used until your local network is back up and running and the original hunt group configuration is restored.

Procedure

Step 1

From the customer view in https://admin.webex.com, go to Services > Call > Features, and choose a hunt group to edit.

Step 2

Under Fallback Destination Rule, choose one of the following options:

  • Fallback Destination (default)—Forward unanswered calls to another number.
  • Alternate Fallback Destination—Forward unanswered calls to another number temporarily. For example, if you're expecting a planned network outage, you can route calls to another number, while maintaining your original fallback destination.
  • Automatic—Forward all unanswered calls to the Fallback Destination except when there is a local area network outage. In this case, calls are forwarded to the Alternate Fallback Destination automatically.
Step 3

Specify the required fallback numbers.

You can forward calls to internal extensions, E.164 numbers, or a voicemail.

By choosing Automatic as your fallback destination rule, you can decide how often you want the system to check the network status (default is 5 minutes). Calls are routed to the Alternative Fallback Destination until the timer expires, even if network issues have been resolved.

Step 4

(Optional) Send hunt group calls to the Webex app. This option is only available for the following fallback destinations: Fallback Destination or Alternative Fallback Destination. If you've chosen Automatic as your fallback destination rule, this option is automatically disabled.


Set Up Paging Groups on Webex Calling (formerly Spark Call)

You can create a paging group so that users can send an audio message to a person, a department, or a team. When someone sends a message to a paging group, the message plays on all devices in the group.

Before you begin

  • Paging requires multicast routing using the IP address 239.192.16.240. Make sure that IP address is free for multicast routing only.

  • Check that the extensions you plan to assign to a paging group are available and unassigned.

  • Paging groups need to have more than one member, and each member needs to have at least one registered device. If someone pages a group with no registered devices, they'll hear a busy signal.

  • Paging groups only work with the Cisco IP Phone 7800 or 8800 Series, not analog telephone adapters (ATAs).

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Services and choose Call > Features.

Step 2

Click New, and then click Paging Group.

Step 3

Enter a name for the group, and then click the right arrow .

Step 4

Enter a paging group number.

Step 5

Type the names of the users or workspaces you want in the paging group.

Step 6

Select who can initiate a page. If you choose Custom, enter the name of the initiator.

Step 7

Click Create.


User and Workspace Setup

Set the Caller ID for Your Users on Webex Calling (formerly Spark Call)

To be able to assign a direct line or company caller ID to someone, set your company caller ID.

You can set the caller ID for a user to Direct Line, Company caller ID, Blocked, or Custom name and number. Depending on your selection, the call recipient sees different information when receiving their call.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Users, and then click a person that you want to assign a caller ID to.

Step 2

Click Call and then click the person's directory number extension. Scroll to Caller ID, choose the option you want to assign to them, and then click Save. Depending on your configuration:

  • If the person has a direct line, all four options are available.
  • If the person has an internal extension and the company caller ID is configured, then the company caller ID, custom and blocked outbound caller ID are available.
  • If the company caller ID is not configured, then the custom and blocked outbound caller ID are available.

Configure Call Forward for a User on Webex Calling (formerly Spark Call)

You can configure Webex Calling (formerly Spark Call) devices so that users can forward incoming calls to another destination. If the destination is an unregistered Cisco phone but voicemail is configured, calls are forwarded to voicemail.


Tip

Users can also change their call forward settings in Cisco Webex Settings.


Procedure


Step 1

From the customer view in https://admin.webex.com, go to Users, and then click on a user.

Step 2

Click Call and click Primary.

Step 3

Under Call Forwarding, choose a call forwarding option that best suits your user's needs, and click Save.


Increase the Number of Simultaneous Calls on a Webex Calling (formerly Spark Call) User's Line

For people who might need to handle a large number of simultaneous calls, like front office staff, you can increase their simultaneous calls setting from 2 to 8.

Before you begin

Verify that people requiring this setting have phone models with an appropriate number of session keys to support the increased call volume.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Users and click the person whose simultaneous call default you want to change.

Step 2

Click Call, and choose the directory number extension where you want to increase the number of simultaneous calls.

Step 3

Go to Simultaneous Calls, click 8 and then click Save.


Configure Webex Calling (formerly Spark Call) Settings for Users

Do the following for Webex Calling (formerly Spark Call) users:
  • Configure call settings, such as how external and internal calls are treated.

  • Assign or reassign a number. Keep in mind that you can't assign toll-free numbers to users. However, you can assign a toll-free number to a hunt group or auto attendant that then redirects to a user.

  • Set up features and dialing habits, such as single number reach and international dialing.

  • Generate activation codes for new devices and perform remote operations for existing devices, such as reboots, submitting logs, and setting a time zone.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Users, and then choose the person whose call settings you want to change.

Step 2

Click Call and then to configure lines for someone, choose any of the following:

  • Click Add a New Line, set the desired configurations, and then click Save.
  • To edit someone's current line settings, click Primary or Shared line, make the desired changes, and then click Save.
Step 3

To configure line settings for someone, choose an option under Features:

  • Single Number Reach—toggle the switch to on, enter the required information, and then click Save.
  • Speed Dials—click more , then add a speed dial or reorder the existing speed dials.
  • Dialing Restrictions—make any updates and then click Save.

Answer Webex Calls Automatically (Formerly Spark Call)

You can answer your calls with your desk phone automatically without having to pick up the phone. Calls ring once and then connect right away as long as you're not already on a call. This comes in handy if you are busy with food preparation and don't want to touch the handset. Or if you're eating your lunch and want calls to connect right away. If you leave your desk, remember to turn off auto answer.

You can choose whether to hear all incoming calls on your phone headset or speaker. Make sure that you don't have different audio output selected on your phone. If you used a different output on your last call, you may encounter unexpected results with auto answer. For example, if you used your headset button on your phone for your last call, choosing speaker for auto answer doesn't have any effect.

Phone Button

Auto Answer Configuration

Audio Result

Headset

Headset

Headset

Headset

Speaker

Headset

Speaker

Headset

Auto Answer doesn't work.

Speaker

Speaker

Speaker

Note: If you leave your handset off hook and select speaker for auto answer, calls connect through your handset.

You can only turn on this feature for your primary line. If your line is shared with others, the last person to set auto answer is the one who gets to enjoy the feature. For example, let's say you share a line with Bob and you configure auto answer. Calls ring once on Bob's phone but are auto answered on your phone. If Bob later sets up auto answer on this shared line, the feature is automatically disabled on your phone. Don't worry: a message is displayed if someone else is using this feature.


Note

Auto answer settings override the calling device you've chosen in Webex. For example, you have two desk phones (phone A and phone B) and choose to have all Webex app calls ring phone A. If you set up auto answer on phone B, all calls from the app ring phone B, regardless of what device was selected in the app.


Procedure


Step 1

From Webex Settings, select Call Settings.

Step 2

If you have more than one desk phone registered to you, select a device.

Step 3

Turn on Auto Answer using the toggle.

Step 4

Indicate whether you want to hear the call through your phone speaker or headset.

Step 5

Select Save.


Select a Phone Line for Calls

Select a Phone Line for Users

Using Cisco Webex Control Hub, you can specify which line to use for all calls to and from a particular person or workspace in your organization: first available line (default) or primary line. Every time that user or a user in that workspace picks up their phone handset, their phone automatically chooses this line.

Before you begin

The user must have a shared line or multiple lines.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Users, and then choose a user.

Step 2

Click Call, scroll to Features, and then click Line Selection for Calls.

Step 3

Specify whether you want all calls to use that user's primary line or first available line and click Save.


Select a Phone Line for Workspaces

Before you begin

The workspace must have a shared line or multiple lines.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Workspaces, and then choose a workspace.

Step 2

Click Call, scroll to Features, and then click Line Selection for Calls.

Step 3

Specify whether you want all calls to use that workspace's primary line or first available line and click Save.


Incoming and Outgoing Call Behavior

Incoming Calls

If you select First Available Line, when the user picks up their handset, the phone automatically switches to that line and the call is answered. However, if you select Always Use Primary Line, users have a little more flexibility. When a call comes in to the user's primary line and the user picks up their handset, the call is answered. If the call comes on any other line, the user can pick up the handset without automatically answering the call. The user has a choice, select the second line and answer the call or make a call from their primary line without answering the call.

Outgoing Calls

If you select First Available Line, the phone automatically selects an available line. However, if you select Always Use Primary Line, when the user picks up their phone handset, the phone automatically selects the primary line for the call. For example, you may find this useful for managers who have an administrative assistant. You can minimize the chances of the admin assistant inadvertently placing a personal call on a line they share with their manager. The admin assistant can always manually select a different line on a call-by-call basis, though.

Change the Line Label on Users' and Workspaces' Phones

Change Line Name for Workspaces

You can change the line label from the default [Extension] - [User] to something that stands out more. For example, if an administrative assistant shares a line with an executive, you can change the line name to something like Exec Line. After you make the change in Cisco Webex Control Hub, the new line name shows up on all phones associated with that user or workspace.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Workspaces, and then select a workspace.

Step 2

Click Call, choose the line you want to rename, scroll to Line Label, and then enter the new name.

Step 3

If you're changing the name of a shared line, you have the option to check the Apply this label to all shared line members check box.

Step 4

Click Save.


Change Line Name for Users

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Users, and then select a user.

Step 2

Click Call, choose the line you want to rename, scroll to Line Label, and then enter the new name.

Step 3

If you're changing the name of a shared line, you have the option to check the Apply this label to all shared line members check box.

Step 4

Click Save.


Change the Phone Button Layout for Users and Workspaces

You can change the order of the phone button layout on phones assigned to a particular person or a place. Help users get easier access to commonly-used features and better organize their speed-dial buttons. Changes to button positioning get applied to all phones assigned to that user or place, including key expansion modules. Keep in mind though, that some phone models have fixed buttons that can't be moved.

Workspaces

When you make changes to phones associated with a workspace, you'll force all phones to automatically restart. To avoid interfering with any calls, make these changes during off-peak hours.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Management > Workspaces, and then choose a workspace.

Step 2

Go to the calling settings, scroll to Features, and then click Phone Button Layout and Speed Dials.

Step 3

Choose one of the following actions:

  • Click and select Reorder.
  • Choose a button and click the pencil icon to change the name or number of that button. Click the trash icon to remove the button altogether. You can also create empty spaces between buttons.
    Note 

    You can't edit primary lines, empty buttons, or buttons associated with hunt groups.

Step 4

Click Save.


Users

When you make changes to phones associated with a person, the phones automatically restart. To avoid interfering with any calls, make these changes during off-peak hours.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Management > Users, and then choose a user.

Step 2

Go to Calling, scroll to Features, and then click Phone Button Layout and Speed Dials.

Step 3

Choose one of the following actions:

  • Click and select Reorder.
  • Choose a button and click the pencil to change the name or number of that button. Click the trash to remove the button altogether. You can also create empty spaces between buttons.
    Note 

    You can't edit primary lines, empty buttons, or buttons associated with hunt groups.

Step 4

Click Save.


External Transfers and Conferencing

With our flexible call settings, you can help to prevent additional billing by determining the call transfer and conference restrictions using a single toggle switch. You can turn off external transfers and conferences for your organization, places and users.

You can prevent your entire organization from transferring calls outside of your company. But, you'll still be able to provide this call capability to certain people. You can go into the call settings for specific users and enable this feature just for them. User and Place settings always override what you've set at the organizational level.

Turn Off External Transfers and Conferencing for Your Organization

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Services > Call > Settings, and then scroll to External Call Transfer/Conference.

Step 2

Turn off external transfers and conferencing and click Save.


Turn Off External Transfers and Conferencing for Workspaces

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Management > Workspaces, choose a workspace, and then scroll to Features.

Step 2

Select External Call Transfer/Conference, choose the desired setting for this workspace, and then click Save.


Turn Off External Transfers and Conferencing for Users

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Management > Users, choose a user, and then scroll to Features.

Step 2

Select External Call Transfer/Conference, choose the desired setting for this user, and then click Save.


Devices

Supported Devices and Firmware Versions for Webex Calling (Formerly Spark Call)

See the following tables for supported devices (phones, ATAs, and Webex devices) for Spark Call, along with minimum firmware versions and more information. Phones and ATAs register directly to Spark Call. Webex devices in shared mode (added to a Workspace) register to the Webex cloud and then can be assigned PSTN service through Spark Call.


Note

Phones must use enterprise firmware. MPP firmware does not work with Spark Call.


Table 4. Phones and ATAs

Type

Supported Models

IP Phones (desk phones)

The following Cisco IP Phones support Webex Calling (formerly Spark Call):

To activate your phone on Spark Call, the phone must run enterprise firmware version 11.0 or later (Cisco Webex Phone OS). After registration to the cloud, the phones automatically upgrade to firmware version 12.0.1SCD-797.

To check which phone model and platform you have, press Applications and select Phone information. The model information is at the top of the window.

Note 

Webex Calling (formerly Spark Call) does not work with hardware V15 or later voice-only Cisco 88X1 IP phones. See this field notice for more information.

Conference Phones

The following Cisco IP Conference Phone supports Webex Calling (formerly Spark Call):

Cisco IP Conference Phone 7832

To activate your conference phone on Spark Call, the phone must run enterprise firmware version 11.0 or later (Cisco Webex Phone OS). After registration to the cloud, the phones automatically upgrade to firmware version 12.0.1SCD-797.

Note 

Cisco Unified IP Conference Phone 8831 and 8832 aren't supported.

Analog Telephone Adapters (ATAs)

ATA190-SC

ATAs connect non-IP devices, such as analog phones, fax machines, and overhead paging systems, to your network and allow them to act as Spark Call devices.

This ATA is only compatible with Spark Call. The factory installed firmware is the correct minimum. After the device is registered, it upgrades to firmware version 2-0-0-030.

Phone Accessories

The following phone accessories support Cisco IP Phones with Webex Calling (formerly Spark Call):

Note 

Spark Call only works with Webex-registered devices in Shared Mode (added to Workspaces). Personal Mode (associated with users) is not supported.

Table 5. Room, Desk, and Board Devices

Type

Supported Models

Cisco Webex Room, Desk, and Board Devices

These devices don't register to Spark Call directly but can be assigned numbers from Spark Call for PSTN access. To activate your room or desk device on the Webex cloud, the device must run software version CE8.3.4 or later before you register it. After the device registers, it updates to the latest version of Webex RoomOS.

You must use a TRC6 remote control with the SX20. The TRC5 is not supported.

Audio and Video Specifications for Webex Calling (formerly Spark Call) Desk Phones

We optimize the quality of calls by using the Opus codec for audio and the OpenH264 codec for video.

Cisco IP 7800 Phone Series encode and decode the following codecs:

  • G.711 a-law

  • G.711 mu-law

  • G.722

  • G.729 (decode only)

  • G.729a

  • G.729b (decode only)

  • G.729ab

  • iLBC

  • Opus

Cisco IP 8800 Phone Series encode and decode the following codecs:

  • G.711 a-law

  • G.711 mu-law

  • G.722

  • G.729a/G.729ab

  • G.726

  • iLBC

  • L16

  • Opus

  • iSAC

  • 720p HD video

  • H.264 and Cisco Application Visibility and Control (AVC)

Call Features Supported on Analog Telephone Adapters for Webex Calling (formerly Spark Call)

Analog telephone adapters (ATAs) support the following Webex Calling (formerly Spark Call) features:

  • Transfer

  • Conference

  • Hold and Resume

  • Caller ID

  • Call Waiting

  • Speed Dial

  • Media On Hold

  • Shared Line (ATAs only have a single line)

  • Voicemail

  • Hunt Group

Set the Emergency Services Location for Devices

Before you begin

Each number can only have one address associated with it. That means if two devices are using the same emergency callback number and you change the emergency address for one of those devices, the address changes for both devices. You are notified of any users, places, and devices that are affected by the address change. The last change made to the emergency address of a device is the one that sticks, whether it's you changing it for a user or a user changing it in https://settings.webex.com.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Devices, and then select the device that you want to associate with an emergency service address.

Step 2

Select , define a new address, and then choose a different callback number.


Set Up Auto Answer for Devices on Webex Calling (formerly Spark Call)

With auto answer, you can set up a desk phone to answer calls automatically after one phone ring. Auto answer works for one registered desk phone per person or workspace.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Users and then choose the person that you want to set up auto answer for.

Step 2

Click Call, and then click either the Primary or Shared line that you'd like to set up auto answer on.

Step 3

Scroll to Auto Answer and toggle the switch on.

Step 4

Choose a device and whether you want the call audio output to come through your phone handset or speaker, and then click Save.

Note 

If you set the headset as the audio source, and someone presses the speaker button on the phone, then their audio won't work.


Add Shared Desk Phones to a Workspace

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Workspaces, and then click Add Workspace.

Step 2

Enter a name for the workspace (such as the name of the physical room), select room type and add capacity. Then click Next.

Step 3

Choose Cisco IP Phone, and then click Next.

Only one type of device is supported in a single workspace. For example, you can add up to 10 desk phones to a Workspace.

Step 4

Activate the device by using the code provided.

If you're adding a Cisco IP Conference Phone 7832 to a workspace, some softkeys may not be available. If you need a full set of softkeys, we recommend that you assign this phone to a user instead.


Create a Workspace and Add Services for a Cisco Webex Room Device or a Cisco Webex Board

When people are at work, they get together in lots of places like lunch rooms, lobbies, and conference rooms. You can set up shared Webex devices in these workspaces, add services, and then watch the collaboration happen. Whatever device you choose to add to that workspace, the device is assigned to the workspace, not a user. The key advantage is shared usage.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Workspaces, and then click Add Workspace.

Step 2

Enter a name for the workspace (such as the name of the physical room), select room type and add capacity. Then click Next.

Step 3

Choose Cisco Webex Room Device, and then click Next.

You can only have one type of device in a single space. For example, you can add up to 10 desk phones to a lobby or a single Cisco Webex Room Device or a Webex Board, but not a combination of the two. The exception is Companion Mode, where you can have one Webex Board and one Room Series device in a workspace.

Step 4

Choose a call service to assign to devices in the workspace and click Next:

  • Free Calling (default)—For Webex app and SIP address calling.
  • Webex Calling—To add PSTN service through a cloud preferred media provider for Webex Calling (formerly Spark Call). Assign a phone number and extension to the device, and then click Next.
  • Hybrid Calling—To use call service (PSTN access or internal extension access) through your on-premises call control. Unified CM provides the phone number or extension for the devices in the workspace.

    If you chose Hybrid Calling, enter the Unified CM mail ID for the account that you created earlier. Then download the Device Connector to synchronize the Unified CM configurations to the cloud. Then click Next.

    The service discovers where the email address is located on a Unified CM cluster. Once discovered, the service creates the Cisco Spark-RD and identifies the directory number and SIP URI associated with the account.

Step 5

(Optional) Toggle on the calendar service so that people can use One Button to Push (OBTP) on this device and click Next. Then select calendar service from the drop-down menu and add Email Address and select Resource Group.

Enter or paste the email address of the room device. This is the email address that will be used to schedule meetings:

  • For devices that will be scheduled in Google Calendar, enter the Google resource email address from G Suites (Calendar > Resources). See About calendar resources (rooms, etc) for more information.

  • For devices that will be scheduled in Microsoft Exchange or Office 365, enter the email address of the room mailbox. See Create and Manage Room Mailboxes for more information.

This option requires the Hybrid Calendar Service. To configure the service, see the Deployment Guide for Cisco Webex Hybrid Calendar Service.

Step 6

Click Next, and then activate the device with the code provided.

Workspaces that you added Hybrid Call Service to may take approximately 5–10 minutes to activate while the email address, directory URI, and directory number are discovered on a Cisco Unified Communications Manager cluster. After activation, the phone number is displayed on Webex devices in the hybrid-enabled Workspace.


Add Services to an Existing Workspace

If you've already created a workspace, such as a lobby or lunch room, you can still add services, such as PSTN, to the Webex Room, Desk, or Board devices in that workspace.

Procedure


Step 1

From the customer view in https://admin.webex.com, go to Workspaces, and then select the workspace that you want to update.

Step 2

Go to Calling and click the cogwheel icon. Then choose a call service for the workspace and click Save.

  • Free Calling (default) for Webex app and SIP address calling. Proceed to the last step.
  • Cisco Webex Calling to use Webex Calling (formerly Spark Call) to add PSTN service through a cloud preferred media provider. Assign a phone number and extension to the device, and then click Next.
  • Hybrid Calling to use call service (PSTN access or internal extension access) through your on-premises call control. Unified CM provides the phone number or extension for the Webex devices in the workspace.

    If you chose Hybrid Calling, enter the Unified CM mail ID for the account that you created earlier. Then download the Device Connector to synchronize the Unified CM configurations to the cloud.

    The service discovers where the email address is located on a Unified CM cluster. Once discovered, the service creates the Cisco Spark-RD and identifies the directory number and SIP URI associated with the account.

Step 3

(Optional) Go to Calendar and click Add Calendar so that people can use One Button to Push (OBTP) from their Webex devices. Then select calendar service from the drop-down menu and select Resource Group and add Email Address. Click Save.

Enter or paste the email address of the room device. This is the email address that will be used to schedule meetings:

  • For devices that will be scheduled in Google Calendar, enter the Google resource email address from G Suites (Calendar > Resources). See About calendar resources (rooms, etc) for more information.

  • For devices that will be scheduled in Microsoft Exchange or Office 365, enter the email address of the room mailbox. See Create and Manage Room Mailboxes for more information.

This option requires the Hybrid Calendar Service. To configure the service, see the Deployment Guide for Cisco Webex Hybrid Calendar Service.

Workspaces with Hybrid Call Service may take approximately 5–10 minutes to activate while the email address, directory URI, and directory number are discovered on a Cisco Unified Communications Manager cluster. After activation, the phone number is displayed on room devices in the hybrid-enabled workspace.


Things to Keep in Mind for Workspaces with Webex Calling (formerly Spark Call)

  • After you add a Webex Calling (formerly Spark Call) phone number to a Webex room device or board, there is a 24-hour delay before the room device caller ID is seen by others.

  • Shared desk phones support all available call features except voicemail and single number reach. Room devices and Webex Boards only support basic call functions with a single line.

  • For PSTN service, be aware of the following points:

    • Cloud PSTN service for room devices and boards is available in the United States and Canada.

    • You must request that your Cisco partner purchase PSTN service. If you're no longer in a trial, you must then sign the PSTN contract by DocuSign that is emailed to you.

    • Your partner must add new or port over PSTN numbers.

Analytics

Calling

You have access to several reports that relate to your calling deployment in Control Hub that are based on engagement and quality. You can use this information to evaluate how many calls people are making and get an idea of the audio quality of those calls. You can also manipulate some reports to focus on specific information that's important to you.

Most reports are available in daily, weekly, and monthly format. Standard customers can access 3 months of historical call data. Pro Pack and Webex Calling customers can access 13 months of historical calling data. See https://help.webex.com/np3c1rm/ for Pro Pack information.

Call statistics are measured by the calling endpoints, so for internal calls you can expect to see two entries per call in the stats and charts.

For any of the reports you can download the current view as a PNG or PDF file, or the underlying data in CSV format.

Quality

Call Audio Quality

Call audio quality is based on packet loss, latency, and jitter, as measured by the endpoint, for calls that last 10 seconds or more.

A call is marked as Above Threshold when the average packet loss is greater than 5%, the average network jitter is greater than 150 ms, or the average latency is greater than 400 ms. When one of these measurements is above threshold, call quality is graded as poor.

Pro Pack or Webex Calling customers can adjust these threshold values using the three sliding bars in the Participant Details report.

Calls Above Threshold

You can use this report to pinpoint which people are having the most trouble with calls. If you're a standard customer, you see the top 24 people experiencing trouble with calls; Pro Pack and Webex Calling customers can see all of the users who are experiencing trouble with calls. Perhaps you can attribute poor call quality to a specific device. Or, if a lot of the people in your organization are affected, maybe it's a network issue. You can use the data in this report to troubleshoot and resolve problems with call quality.

You can choose between daily, weekly and monthly views. The total calls are collected accordingly per user. You can select a specific user here and all other reports are updated to show calls made or received by this user only.

Participant Details

As a Pro Pack or Webex Calling customer, you can use this report to analyze the call quality of each user, including packet loss, latency, and jitter. You can set the thresholds of the Call Audio Quality report by moving the sliding bars. You can then use the information to see if people are taking advantage of their video and audio calling capabilities, or identify users who may be experiencing call quality issues. You may want to provide group training about how to use the feature and its benefits.

Details include the name, email, and user ID of the person who placed the call, when the call was made, how long it lasted, the device or client used to make the call, overall package loss and latency, and conference ID. Conference ID is a unique ID shared by all participants of the same call.

Engagement

Calls

You can determine which clients and devices people are using the most for Calling. Webex clients include the app on a user's desktop (Windows or Mac), mobile device (iPhone, iPad, or Android), or web browser. Devices include cloud-registered Cisco Webex Boards or room devices. You can also see statistics for Webex Calling-registered Cisco MPP (multi-platform phone) devices and soft clients.

Call Minutes

You can determine the total duration of calls being made, according to the clients and devices being used. Clients include the Webex app on a user's desktop (Windows or Mac), mobile device (iPhone, iPad, or Android) or web browser, and the Webex Calling soft client. Devices include cloud-registered Cisco Webex Boards, cloud-registered room devices, and Cisco MPP phones used for Webex Calling.

If calls are shorter or nonexistent on other devices, you may want to investigate potential reasons why that may be.

Call Details

As a Pro Pack or Webex Calling customer, you can use this report to get a quick summary of the calls that the people in your organization make. Details include the name, email, and user ID of the person who placed the call, when the call was made and how long it lasted, the device or client used to make the call, and the call ID. All participants in the same call share the same call ID.


Note

If the Name and Email entries are blank it may be because the user has been deleted or the call was made from a device. For example, if you place a call using Webex for Windows as well as your DX80, two rows in the chart apply to that one call, but only one appears with your name and email.

Also, it's possible to find an email with no name if not all of your users have their names provisioned in Webex Control Hub.


In this example, the report shows that more calls have been made or received using Webex Teams for Windows and Mac than Web. This may indicate that the desktop app is more popular for calling than the Web app.