Overview of Calling in Webex App (Unified CM)

New and changed information

This table covers content updates related to new features or functionality, changes to existing content, and any major errors that were fixed in the Deployment Guide for Calling in Webex App (Unified CM).

For more information about Webex App updates, see the following documentation depending on the type of apps you're deploying to your users:

  • For the standalone app—See the What's new documentation for major updates, and see the Release Notes for minor updates and bug fixes for Webex App.

  • For the VDI app—See the VDI release notes for major updates and limitations.

Date

Changes Made

April 24, 2024

Included a link to step 3 in the chapter "Deploy Calling in Webex App (Unified CM)" > section "Configure moving a call into a meeting".

April 22, 2024

New Parameter "ShowSelectiveCallRecordingButton" is added to "Appendix" > "Policy Parameters" > "Feature Parameters" section.

July 03, 2023

New Parameter "EnableSIPURIDialling" is added to "Appendix" > "Policy Parameters" > "Feature Parameters" section.

New Parameter "LocalPushSSIDList" is added to "Appendix" > "Policy Parameters" > "Feature Parameters" section.

New Feature Name "Local Push Notification Service (LPNS)" along with "Note" is added to the "Deployment Features" table in the "Deployment Features" section.

Added a Note to "Overview of Calling in Webex App (Unified CM)" > "Calling features in Webex App" > "More information about Desk Phone Control (DPC)" section.

April 29, 2023

Revamped the section "Set up calling behavior and UC manager profiles in Control Hub".

March 10, 2023

Changes to the section, "Location reporting for emergency calling". Redsky was the only E911 SP. Now, "Intrado" is integrated with E911 SP and is called "E911 SP Intrado".

October 18, 2022

In the section "Recommended configuration - SSO redirect URI", under "Requirements", replaced "Unified CM 12.5(x) releases-12.5(1) SU4 and later (Unified CM 14 is not supported)" to "Unified CM 12.5(x) releases-12.5(1) SU4 and Unified CM 14.0(x) releases-14.0(1) SU1 and later".

June 7, 2022

  • New feature "Multi call window" added to the Additional features table in the Overview > Calling features in Webex App section of this document.

  • Added Multi call window requirements to Prepare > Unified CM feature requirements

  • Added CucmCallBargeMode parameter to Appendix > Policy parameters > Feature parameters.

  • There is a new parameter ShowPhoneNumberInLineSelection in the configuration file, for displaying / hiding number in line selection dropdown menu. Added this parameter to the Customization parameters table in the Appendix to this document.

February 15, 2022

  • Changed the UI path for updating user or organization calling behavior in Control Hub (in the section "Set calling behavior and UC manager profiles in Control Hub").

  • Removed the note that explains "Auto cleanup and deletion of auto-provisioned devices is not supported currently" in Overview of Auto-Provisioning of Webex App.

December 13, 2021

  • Added prerequisites and a link to configuration steps for the Auto-Device Provisioning feature for Cloud-Connected UC.

  • Added RedSky emergency location reporting to the "Prepare Your Environment" chapter.

  • In the "Meeting join in desk phone control mode" section of the call flows, added the following clarifying text: "The meeting must be directly from a space and take place only in the Webex App. Full Featured Meetings are not supported."

  • In accordance with style guidelines, changed section titles from title case to sentence case.

October 5, 2021

  • In the Customize Parameters table in the Appendix, added the EnableADLockPrevention parameter.

September 7, 2021

  • In the Customize Parameters table in the Appendix, added the following parameters:

    • For emergency disclaimers:

      • E911NotificationFrequency

      • E911NotificationURL

    • For video settings:

      • EnableVideo

      • StartCallWithVideo

  • Added the following parameters for video settings:

  • In the Deployment features table, added the following entries:

    • Customize emergency dialing disclaimer

    • Disable video for all 1:1 calls

August 9, 2021

  • Added new entries to Additional Features:

    • Network Handoff (Wi-Fi to LTE)

    • Switch your call from Webex to your mobile phone app

  • Added new section "Wi-Fi to LTE Call Network Handoff " to Unified CM Feature Requirements in the Prepare Your Environment chapter.

  • Added new section "Configure Move Call to Mobile" to the deployment chapter.

  • In "Expressway Certificates (With MRA) ", added section for migrating Jabber to Webex and considerations for private CA certification.

  • In the Feature Parameters table in the Appendix, added the following parameters for call recording:

    • EnableRecordingTone

    • LocalRecordingToneVolume

    • NearEndRecordingToneVolume

    • RecordingToneDuration

    • RecordingToneInterval

  • In the Feature Parameters table in the Appendix, added EnableCallPark.

July 7, 2021

  • Added new section "Contact Center Feature Requirements," including a link to Contact Center Integration for Webex which lists the latest supported features.

  • For SSO Redirect URI, clarified that Unified CM 14.0 is not supported.

  • Updated logos in architecture diagrams to reflect new branding for the Webex app. (See New Webex Suite and Branding for more information.)

June 2, 2021

  • Added new section "Android Devices and Density-Independent Pixels" to explain how Webex determines whether an Android device is a phone or a tablet.

  • Added new section "Configure Additional Features" to the deployment chapter.

  • Added new parameter "EnablePhoneDialerOptionOverMRA" to the Customization Parameters in the Appendix.

  • Added the following items to feature tables:

    • Added "Virtual Cameras" to the midcall features table for desktop.

    • Added "Virtual Cameras (macOS)" to the deployment features table.

    • Added "PSTN calling for mobile app users in India" to the additional calling feature table.

May 11, 2021

May 5, 2021

  • Added Chromebooks as supported devices when the TAB device type is used in Unified CM.

  • Added more information about configuring softphone devices on different platforms for the same user.

  • Added the following to the Additional Features table:

    • MRA failover (the minimum requirements (Unified CM 14.0 and later, Expressway X14.0 and later) are adde to the Call Control Environment Requirements section)

    • Diagnostics in the Webex app

  • Fixed error in "Configure Moving a Call into a Meeting" section: Telephony must be enabled for this feature to work.

  • Added more details about how to configure SSO Redirect URI on Expressway-C.

April 7, 2021

  • Added new section "Configure Move Call into a Meeting" (Deployment chapter)

  • Added the following entries to the feature tables:

    • Move a Call into a Meeting (Midcall Features—Desktop and Mobile)

  • In the Overview chapter, added more details about how Webex pulls configuration from Unified CM and the cloud.

  • Improved the architecture section.

March 3, 2021

  • Added minimum releases for APNs for China and non-China deployments.

  • Added Call Recording to the MidCall Features table.

  • In the Overview chapter, added architecture diagrams for internal and MRA deployments.

February 3, 2021

  • In the "Policy Parameters" section in the Index, added the following new parameters:

    • E911EdgeLocationWhiteList

    • EnableE911EdgeLocationPolicy

    • EnableE911OnPremLocationPolicy

  • In the "Prepare Your Environment" chapter, added new sections on Push Notifications, Location Monitoring, and Cisco Unified Survivable Remote Site Telephony (SRST).

  • Made the following changes to the Additional Features table:

    • For the Call History entry in the Additional Features table, added information about deleting call entries and the 200 call over 30 days limit.

    • For the Suppress Notifications entry in the Additional Features table, added information about muting notifications during a call or meeting.

    • Added Location Monitoring for desktop and mobile.

January 12, 2021

  • In the "Policy Parameters" section in the Index, added the following new parameters:

    • SoftPhoneModeWindowBehavior

    • DeskPhoneModeWindowBehavior

  • In the "Prepare Your Environment" chapter, added new section on Call Park configuration.

  • Made the following updates to the feature tables in the Overview chapter:

    • Added the following feature to the Midcall Features table:

      • Park and retrieve calls

November 24, 2020

  • In the "Policy Parameters" section in the Index, added the following new parameters:

    • SelfCareURL

    • ShowSelfCarePortal

    • ShowCallAlerts

  • Made the following updates to the feature tables in the Overview chapter:

    • Added the following note to the "Call on Webex Teams" row in the Additional Features table:

      Note

       

      Users only have access to the dial pad if they have a paid calling license. If they have a free calling license, they can still call other Webex Teams users.

    • Added "Mirror Self-View" to the mobile column of the Midcall Features table.

    • Added the following note to the "Apple Push Notifications (APNS) for iPhone and iPad and push notifications for incoming calls on Android" row in the Deployment Features table:

      Note

       

      Due to regulations in China, iPhone and iPad users no longer have the slide option to answer incoming calls when their mobile device is locked. Instead, they get an alert notification and must first unlock the screen and then tap the notification to answer the incoming calls.

    • Added "Configure Self Care Portal Link" (desktop and mobile) to the Deployment Features table.

October 29, 2020

  • In the addition features table, added that "Add a Pause to Dial String" is now supported on mobile.

  • For the multiline and Jabber migration tool parameters, added a note that states that the parameters are not selectable presets in Unified CM. You must add these as custom parameters under policies.

September 30, 2020

  • Restructured the feature overview table into four separate tables that cover basic call features, midcall features, additional features, and deployment features. Each table contains columns for desktop and mobile support so it's easier to see at a glance.

  • In the feature overview tables, added the following entries:

    • Control Your Video Device from the App (desktop, midcall features)

    • Simplified call options (mobile, additional features)

    • Contact Center integration (desktop, additional features)

    • Jabra headset support (desktop, additional features)

    • Multiline (desktop, midcall features)

    • Extend and Connect (desktop, additional features)

    • Dial via Office (DVO) (mobile, additional features)

    • Customize virtual background (deployment features for desktop)

    • Phone Service Connection Error and Action (additional features)

    • Call Recording (additional features)

    • Dial Plan Mapping (additional features)

  • Added "Unified CM Feature Requirements" section in Prepare Your Environment chapter. Added subsections for additional features that need to be configured in advance to be available in Webex Teams.

  • Added new section "Configure Users to Move Jabber Contacts and Common Settings to Webex Teams" to the Manage and Troubleshoot chapter.

  • Moved "Policy Parameters" to Appendix, and added the following new parameters:

    • RemoteDestinationEditingWithMultipleDevices

    • RemoteInUsePresencePrimaryLineOnly

    • SelfCareURL

    • ShowSelfCarePortal

    • UserDefinedRemoteDestinations

    • EnableJabber2TeamsMigration

    • WebexTeamsDownloadURL

  • Added "Configure Virtual Background for Users" to Deployment chapter.

August 27, 2020

  • In the feature overview table, added the following entries:

    • Simplified call options (enable or disable and order call options)—deployment features for desktop

    • Push Notifications for incoming calls on Android—mobile

    • More calling options—desktop

    • Mirror self-view—desktop

  • Added new sections "Configure Push Notifications and Recommended Settings" and "Set Calling Options for Users" to the deployment chapter.

  • In the Voicemail requirements in the prepare environment chapter, clarified that it's recommended to have Unified CM and Unity Connection on the same release but required to have them use the same authentication type.

  • Added Webex Teams for VDI as a supported option for calling.

August 10, 2020

In the "Create and Configure Webex Teams Softphone Devices" section, added a step for configuring emergency numbers for mobile soft clients.

July 30, 2020

  • Added "PreventDeclineOnHuntCall" to Policy Parameters for the XML config file steps.

  • In the "Create a UC Manager Profile" section, added the following note:

    "Some deployments may require both a voice services and UDS domain. For users with Webex Teams accounts that don't match Unified CM, Webex Teams cannot find the home cluster through voice services domain alone. In this case, you must configure the UDS servers. The voice service domain is still required for Mobile and Remote Access (MRA) support and locating Expressway servers."

  • In the feature table, added the following information:

    • "If a user answers on desk phone, a screen share is still possible. The phone user sees the shared screen from the phone if it supports video, otherwise they'll see the shared screen from the app." (Screen sharing for desktop)

    • "When you add your coworker to your Contacts list, you can edit their profile and add additional phone numbers for them. Then, you'll see the new phone number when you make an audio or video call, so it's easier to call them at their alternative number." (Contacts for desktop and mobile)

July 9, 2020

  • In the deployment chapter, added new section "Voicemail Icon Indicators in Webex Teams "

  • In the "Allow Untrusted Certificates on Unified CM" section, added the following paragraph: "For iOS devices, you must install a custom root CA on the devices themselves if you're using a private enterprise certificate. Otherwise, Webex Teams fails to navigate to the SSO authorization URL."

  • In the "Expressway Certificates (with MRA)" section, added the following note: "For MRA scenarios, certificates only need to be validated on the Expressway."

  • In the "Configure Service Profile with UC Services" section, added a step to configure Credential source for voicemail service if not using SSO.

  • In the "Service Discovery Options" section, updated the note on supported service discovery methods: "We support SRV look up over internal and MRA environments. Service discovery enables clients to automatically detect and locate services on or outside your enterprise network. Clients query domain name servers to retrieve service (SRV) records that provide the location of servers. See the DNS SRV guidance that follows for internal and external environments."

June 28, 2020

  • In the feature overview table, added the following entries:

    • Add Contacts, Search Your Contacts, and Make a Call (desktop and mobile)

    • Missed calls (desktop)

    • Call control for Webex Teams calls (desktop)

    • Call Pickup (desktop and mobile)

    • Share a specific application (desktop)

    • Hunt Groups (desktop and mobile)

    • Lock symbol for secure calls (deployment features—mobile)

  • Added new sections to the deployment chapter that cover how to configure the XML config file for enabling hunt groups and call pickup for users:

    • Set Client Configuration Parameters

    • Create and Host Client Configuration Files

May 28, 2020

  • In the feature overview table, added the following entries:

    • Call history callback (mobile)

    • Call statistics (mobile)

    • Desk Phone Control for Webex Teams Calls (desktop)

    • High Definition (HD) video (desktop)

    • Health Checker for Phone Services Status (desktop)

May 6, 2020

  • In the feature overview table, added the following entry:

    • Auto-Discovery of Service Domain

  • In the Deployment chapter, added or updated these sections:

    • "UC Manager Profiles and Calling Behavior Workflow" (New)

    • "Create a UC Manager Profile" (New)

    • "Edit a UC Manager Profile" (New)

    • "Set Calling Behavior and UC Manager Profiles in Control Hub" (Updated)

April 30, 2020

  • In the feature overview table, added the following entries:

    • Single Number Reach (mobile)

    • Voicemail (mobile)

    • Emergency Calling (mobile)

    • Call Forwarding (mobile)

    • Answer call without sharing video (mobile)

March 20, 2020

  • In the feature overview table, added the following entries:

    • Automatic Gain Control (AGC) (desktop and mobile)

    • Conference calls (mobile)

    • Merge (mobile)

    • Visual voicemail (desktop—additional features)

  • Added visual voicemail configuration requirements to the Prepare Your Environment and Deploy chapters.

February 27, 2020

  • In the feature overview table, added the following entries:

    • Call Waiting (mobile)

    • Transfer (mobile)

    • Support for tel, sip and clicktocall protocols (mobile)

    • Control Hub headset management (additional features)

  • Added the following information about Cisco 700 headsets: "If users have Cisco 700 series headset, they can use its USB adapter to answer and end calls, put calls on hold and resume them, as well as mute and unmute calls."

  • Added new section "Manage Cisco Headsets in Webex Control Hub" to the Manage and Troubleshoot chapter.

  • Added new section "Protocol Handlers for Calling" to the Overview chapter.

  • Readded Network Requirements section that was previously removed in error.

January 30, 2020

  • In the feature overview table, added the following entries for Windows and Mac:

    • Lock icon for secure calls.

    • Support for Cisco 700 series (bluetooth) headsets.

    • Popout call window.

    • Add a pause to a dial string.

  • In the "License Requirements for Calling in Webex Teams (Unified CM)", clarified that while a paid subscriptions is required anduser accounts must be managed in your organization, the user accounts don't require a specific license assignment to use Calling in Webex App (Unified CM).

December 20, 2019

  • In the feature overview table, added the following entries:

    • Hold/resume for mobile platforms.

    • Resume on different devices for desktop, deskphone control mode, and mobile.

    • Call history for mobile platforms.

  • Added the following note to the Headset Requirements section: "When using the Cisco Headset 500 Series or Cisco Headset 700 Series headsets in Webex Teams, the headset firmware can get updated automatically. Users can confirm the message that pops up letting them know that an update is available, and then they'll get confirmation after it's updated."

December 10, 2019

  • Added network requirements information to the Prepare Your Environment chapter.

  • In the Configure SIP Address Routing for your Organization, section, added the following clarification: "*.example.com only matches subdomains, not top-level domains."

November 27, 2019

  • Added call history to the feature overview table for desktop platforms.

  • In the "Set DSCP Values on the Network", changed the signaling packets marking from AF31 to CS3.

November 15, 2019

  • In the Deploy chapter, added relevant deployment steps and Webex Teams authentication steps for mobile softphone mode.

  • Added the following mobile features to the feature overview table:

    • Make call

    • Answer call

    • Mute/Unmute

    • End call

    • On a Call presence—In Webex Teams, users in the same organization can see this presence indicator during an active call.

    • Basic Shared Line Appearance

    • DTMF input during the call

November 7, 2019

  • Added the following features to the feature overview table:

    • Webex Teams call (Windows or Mac)—Users can choose whether to call people using their phone number or using a Webex Teams call. A Webex Teams call is a quick way to call someone else who's using Webex Teams. Users can share their screen and whiteboard while in the call, but they can't put the call on hold, transfer the call, or use other features only available in phone calls.

    • SIP (URI) address routing—Configurable in Control Hub, this setting allows you to decide which SIP addresses are routed through the Webex cloud​. The default is for all SIP URIs to be routed through Unified CM except for Webex services​.

October 9, 2019

  • In Unified CM certificates (with MRA in deployment), removed reference to Cisco CallManager certificate and added the following note: "The Tomcat certificate is also used for secure SIP when Webex Teams is enabled for encrypted calls (SIP Outh operates on the default port 5091 for MRA). See "Configure the Phone Security Profile for Encrypted Calls" in this guide for more details."

  • In Unified CM certificates (no MRA in deployment), added the following note: "The Tomcat certificate is also used for secure SIP when Webex Teams is enabled for encrypted calls (SIP Oauth operates on the default port 5090). See "Configure the Phone Security Profile for Encrypted Calls" in this guide for more details."

September 26, 2019

  • Added the following features to the feature table in Overview of Calling in Webex App (Unified CM):

    • Suppress call notifications when presenting or when DND is enabled.

    • Support for tel, sip and clicktocall protocols.

    • Support for Click to Call from Outlook.

    • Support for Cisco 500 series headsets

  • Added new section Headset requirements

  • Removed this incorrect known issue: "Webex Teams does not register to Unified CM in secure softphone mode. You must use non-secure mode as a workaround." Removed other incorrect information that stated secure mode wasn't supported.

  • Fixed steps for SIP Oath configuration in Configure the phone security profile for encrypted calls. Called out that Unified CM 12.5(1) or later is required for encrypted calls.

  • Added note to Authenticate with phone services in Webex App: "If both Server address and UC domain are configured, Server Address is used to connect to Unified CM while on-premises only. Autodiscovery through DNS SRV is ignored. For MRA, Server Address is ignored."

August 29, 2019

July 25, 2019

  • Rewrote the "Authenticate with Webex Teams" content to show the user configuration path to take if you have autodiscovery or if you don't.

July 9, 2019

  • Removed the limited availability disclaimer for Merge and Transfer features for Webex Teams in softphone mode. (These features are now Generally Available.)

June 27, 2019

  • Removed the Preview Release Disclaimer. (Calling in Webex Teams (Unified CM) is officially Generally Available.)

  • Added Merge and Transfer as limited availability features for Webex Teams in softphone mode.

  • Added new section Allow untrusted certificates on Unified CM to the Appendix.

  • Added the following information to the certificate requirements and known issues: "Certificates issued with a deprecated signature algorithm (such as SHA-1) do not work; you must use a supported secure signature algorithm such as SHA-256 or later, as documented in the Certificates chapter in the Administration Guide for Cisco Unified Communications Manager."

June 14, 2019

  • In Calling experience with Webex App for users, added the following information under the "User Experience Changes for Hybrid Call Service Users" section:

    "If the Webex device is configured in Control Hub as a Place that is enabled for Hybrid Call Service, the user can dial from Webex Teams and the call then starts on the Webex device using that device's directory number as the caller ID on the receiving end."

  • In Certificate requirements, added MRA certificate requirements and restructured as 3 subsections: Unified CM Certificates (No MRA), Unified CM Certificates (MRA), and Expressway Certificates (MRA).

  • In Set DSCP values on the network, corrected QoS port range information. Previously, it read "16384 to 24574" for audio streams and "24575 to 32766" for video streams; now, it reads "16384 to 24575" and "24576 to 32676", respectively.

April 24, 2019

April 10, 2019

  • Added Meeting join in desk phone control mode to the Call Flows.

  • In Requirements section, added the following points:

    • In Cisco Unified CM Administration > System > Server, the Unified CM server names must be defined as FQDN.

    • We do not support the deployment model of MRA without SSO and Unified CM with SSO.

    • At this time, we support internal only automatic discovery. Service discovery enables clients to automatically detect and locate services on your enterprise network. Clients query domain name servers to retrieve service (SRV) records that provide the location of servers.

    • If you're using Server Information for configuration and not SRV records, your users' Webex Teams email addresses must match their Unified CM email addresses—at a minimum, the user ID portion before the domain must match.

March 28, 2019

  • Initial version of the document.

Overview of Calling in Webex App (Unified CM)

The Calling in Webex App (Unified CM) solution lets you register Webex App directly to your Cisco Unified Communications Manager call control environment (on-premises enterprise, Business Edition 6000/7000, Unified CM Cloud or as delivered through an HCS partner solution).

Users

This solution enhances the calling experience for end users, allowing them to directly make calls in Webex App through your Unified CM environment, use midcall features, and control their desk phone from Webex App.

When dialing from Webex App, users can use the same dial strings or prefixes as they do on their desk phones; Webex App functions like any other desk phone registered to your Unified CM. Unified CM calls that are established in Webex App use the configuration that's in place for your Unified CM deployment (such as location, bandwidth settings, point to point media, and so on).

Administrators

As an administrator of Calling in Webex App (Unified CM), you reuse your existing Unified CM and Mobile and Remote Access (MRA) configuration that you may've already had in place. The deployment model is similar to Jabber. The same device types are used: In softphone mode, Webex App registers as a SIP device with the product type "Cisco Unified Client Services Framework" or CSF for desktop, TCT or BOT for mobile, and TAB for tablets. Alternatively, Webex App can connect to Unified CM using CTI to control the user's endpoints.

The Webex App makes its primary connection to the Webex cloud to get its service configuration (messaging, meetings, presence, contact lists, calling behavior, and so on), but it also reads the following configuration from the Unified CM environment to provide specific calling functionality to users:

  • Initial Unified CM discovery through DNS query to discover any configured voice services domain. (In a multicluster environment, Intercluster Lookup Service is also leveraged to determine which cluster the Unified CM user is homed to.) An outside domain (MRA deployment) is also discovered. (If the Webex domain does not match the existing Voice Services Domain, you can set a Voice Services Domain in Control Hub, and associated with specific users.)

  • UC service profiles (for voicemail through Unity Connection, CTI services, and advanced calling functionality through supported parameters in the Jabber config service profile or XML file)

  • Single Sign-On (SSO) credentials if an Identity Provider (IdP) is integrated

  • Oath tokens, including refresh and expiry timers. (Users need to reauthenticate if a session expires.)

  • Certificate validation

Calling features in Webex App

This integration provides the following feature set in Webex App for desktop (Windows and Mac) and for mobile (Android, iPad, and iPhone). Wherever possible, the feature listings in this table include a link to a relevant help article for end users. See Audio and video calls for more general information on making a call. See Supported calling options for a feature comparison table for end users.

Basic calling features

Table 1. Basic calling features

Feature

Description and documentation

Desktop

Mobile

Answer call

—

✓

✓

Answer call without sharing video

See Turn Off Your Video for all Incoming Calls.

✓

✓

Desk Phone Control

Desk Phone Control (including meetings and calls in Webex App)—See Make Calls With Your Desk Phone.

✓

DTMF input during the call

—

✓

✓

End call

—

✓

✓

Make call

—

✓

✓

Mute/Unmute

—

✓

✓

On a Call presence

In Webex App, users in the same organization can see this presence indicator during an active call.

✓

✓

Midcall calling features

Table 2. Midcall calling features

Feature name

Description and documentation

Desktop

Mobile

Call Pickup

If a user is in a customer support role and their coworker isn't able to answer an incoming call to their phone, the support user gets a notification in Webex App if both are in the same pickup group. That user can answer their call from the notification in the app. The user can also pick up the calls in other pickup groups. See Pick Up Someone Else's Call.

✓

✓

Call Recording

You can determine how much control users have over recording calls. Depending on the setup, incoming and outgoing calls may be recorded automatically or you may be able to decide which calls you want to record. If you enable users with call recording, they can start and stop recordings at their own discretion. When a call is being recorded, that recording continues whether a user moves the call to another device, merges the call with another active call, or makes a conference call. They're presented with a visual indicator letting them know when a call is being recorded. See Record Your Phone Calls.

✓

✓

Call Waiting

When a user is already in call and someone else calls, the called user can choose how they want to handle the incoming call. For example, the user can put the active call on hold and answer the second call. See Answer Call Waiting for more information.

✓

✓

Conference calls

When users are on a call with someone else, they might want to add other people into the call to start a conference call right away. They can add up to 8 other people into conference calls started in this way. See Start a Conference Call.

✓

✓

Control Your Video Device from the App

Users can start or stop sharing your video on a connected video device right from the app. For example, if connected to a Cisco Webex Board and users don't want to share video, they no longer have to walk up to the board and turn off the video. They can turn it off from the app. See Turn Off Your Video During a Meeting or Call On Webex Boards, Room and Desk Devices.

✓

Hold/resume

Users place a call on hold and resume in Webex App. See Put a Phone Call On Hold.

✓

✓

Hunt Groups

Users can sign in or out of a Hunt Group from Call Settings. When they're signed in and a call comes into a group that they belong to, they'll see the Hunt Group number on the incoming call notification. Sign in to a Hunt Group.

✓

✓

Merge

Users take 2 active calls and merge them into a single conference call in Webex App. See Merge Two Phone Calls.

✓

✓

Mirror self-view

Mirror self-view—By default, when users share video during a call, they can see themselves just like you're looking in a mirror. If they text behind them and want to read it easily instead of having to read it backwards, tehey may want to off the Mirror my video view setting. This setting doesn't affect the way other people in the meeting see you. See Turn Off Mirror View for Your Self-View Video..

✓

✓

Move a call into a meeting

Users in a call can take advantage of advanced meetings features such as transcriptions, real-time translations, notes, action items, recordings, and whiteboarding. Just move that call into a full-featured meeting. Before moving the call into a meeting, users can even invite other people into the discussion.

✓

✓

Multiline

Users can use up to 8 phone lines with Webex App and leverage advanced calling features on each line such as call forward, transfer, hunt group, shared lines, and voicemail. They can also assign different ringtones to each line. And you can turn on presence for shared lines so that line status is displayed for users. See Change the Active Line for Calling.

✓

Park and retrieve calls

Users can park a call on one device and that user or someone else can retrieve the call from another device.

✓

✓

Resume from different devices

A user can put a call on hold from the desktop app and resume it on mobile. Or, put your mobile call on hold and resume it on a desk phone. Go any direction between desk phone, mobile, and desktop; just put the call on hold and resume wherever it's convenient. See Put a Phone Call On Hold.

✓

✓

Screen sharing

Screen sharing—Share content from a computer screen during a call in Webex App. Users can choose a specific application to share, rather than having to share their whole screen. If a user answers on desk phone, a screen share is still possible. The phone user sees the shared screen from the phone if it supports video, otherwise they'll see the shared screen from the app. See Share Your Screen in a Phone Call.

Note

 

Users can share your screen regardless of whether the person they called is using a cloud-registered device or an on-premises device. The screen share is still sent with a high frame rate (30 FPS), high resolution (1080p), and includes audio.

✓

Switch between front and back cameras

On mobile phones or tablets, you can switch between front-facing and back-facing cameras. See the mobile sections in Change Your Video Settings.

✓

Transfer

Redirects a connected call within Webex App. The target is the user to which another user wants to transfer the call. See Transfer a Phone Call.

✓

✓

Virtual cameras

During a call, users can choose to use a virtual camera. Use a virtual camera, such as an application, driver, or software, to create an overlay of video, images, or feeds.

✓

Additional features

Table 3. Additional features

Feature name

Description and documentation

Desktop

Mobile

Add a Pause to Dial String

Users can add a pause to an entered phone number, which they might need if joining a conference call and need to enter numbers in response to the automated system. They can add a comma (,) to the number, which gives a 1-second delay in the dialing. They can add several commas in a row to extend the delay. For example: 95556543123,,,,56789.

✓

✓

Add Contacts, Search Your Contacts, and Make a Call

Users can add coworkers into a Contacts list and group them however they like, making people easier to find when users need to chat or call.

Users can even look up Outlook contacts (Windows), local address book (Mac), and local phone contacts (iPhone, iPad, and Android) from Webex App, so they can easily find contacts and make a call.

When you add your coworker to your Contacts list, you can edit their profile and add additional phone numbers for them. Then, you'll see the new phone number when you make an audio or video call, so it's easier to call them at their alternative number. See Add Someone to Your Contacts List.

✓

✓

Automatic Gain Control (AGC)

AGC is a unique circuit that listens to the incoming audio level and adjusts the recording level when sounds are too loud or too soft. When the audio volume is too loud, it automatically reduces the sound. When the audio is too soft, it automatically amplifies the sound. This doesn't adjust the audio volume at the OS level.

✓

✓

Call on Webex App

Users can choose whether to call people using their phone number or using a call in Webex App. A call in Webex App is a quick way to call someone else who's using Webex App. Users can share their screen and whiteboard while in the call, but they can't put the call on hold, transfer the call, or use other features only available in phone calls. See Call Anyone with a Webex App account.

Note

 

Users only have access to the dial pad if they have a paid calling license. If they have a free calling license, they can still call other Webex App users.

✓

✓

Call control for calls in Webex App

If using a Cisco 730 headset, users can use its USB adapter or Bluetooth to answer and end calls, put calls on hold and resume them, as well as mute and unmute calls. See Make and Answer Calls on the Cisco Headset 730.

✓

Call history

When a user calls other people in the organization, they see more details about phone numbers in the call history. So, to call someone back, that user can see if they're calling a work or mobile number.

Users can select the Call icon beside someone’s name or number in their Call History and automatically call the person back at the number in the history. Users no longer need to choose what number to reach others at. After they return a missed call, they can delete the call from call history. The call history only shows the last 200 calls over the last 30 days. See View Call and Meeting History for more information.

✓

✓

Call Statistics

When users are in a call, they can check call statistics, such as packet loss, latency, and resolution rate. See Access Call Statistics.

✓

Click to Call from Outlook

You can set up your Windows or Mac computer so that Webex App is the default option for calling numbers that you click outside of the app, for example, in Microsoft Outlook or from a link in your web browser. See Click to Call From Another App.

✓

Client Matter Codes (CMCs) and Forced Authorization Codes (FMCs)

With client matter codes (CMCs) and forced authorization codes (FACs), you can effectively manage call access and accounting. CMCs assist with call accounting and billing for clients, and FACs regulate the types of calls that certain users can place.

CMCs force the user to enter a code; this action specifies that the call relates to a specific client matter. You can assign client matter codes to customers, students, or other populations for call accounting and billing purposes. FACs force the user to enter a valid authorization code that is assigned at a certain access level before the call is completed. See the "Prepare Your Environment" chapter.

✓

✓

Contact Center Integration

Webex App can integrate into your Cisco Contact Center application and be controlled in Finesse desktop (Unified Contact Center Enterprise or Express). This integration supports contact center features such as multiline, recording, conferencing, and more. See Contact Center Integration for the latest supported features.

✓

Diagnostics in the Webex App

If users experience connection issues, they can use the diagnostic tool to identify configuration errors or export a network diagnostics report. This information helps you troubleshoot any issues they're experiencing. See the Troubleshooting chapter.

✓

Dial-via-Office (DVO)

When you set up users with DVO, they have the option to make work calls using their mobile phone connection, which ensures calls are uninterrupted even if data is unavailable. No matter what option they choose, the work number is always used as the caller ID so people can easily identify users. See Make Work Calls Over a Mobile Phone Connection.

✓

Dial Plan Mapping

You configure dial plan mapping to ensure that dialing rules on Cisco Unified Communications Manager match dialing rules on your directory. See the Prepare Your Environment chapter.

✓

✓

Emergency calls

If users make an emergency call in Webex App, the call is made using the device’s Phone app, making it easier for Emergency Services to pinpoint a location through their network carrier.

✓

Extend and Connect

You can set up users to connect to alternate devices to make and receive calls. Users can see those devices under Alternate Devices when they go to calling settings. That's where they can add or edit the phone numbers for those devices. See Make a Call From an Alternate Device.

✓

Fast failover (MRA)

Webex can detect failure quickly, whether it's a controlled shutdown, node failure, or network failure, and seamlessly fail over to a backup path through MRA so user productivity isn't affected. See the Prepare Your Environment chapter.

✓

✓

Health Checker for Phone Services Status

If unsure whether Phone Service is working properly, users can check out the status of the phone connection from the app. On Windows, they click their profile picture and then go to Help > Health Checker. On Mac, they go to Help > Health Checker. Health Checker tests the connection and lets users know if there's a problem.

✓

High Definition (HD) Video

Users can enable or disable HD video by clicking their profile picture, going to Settings (Windows) or Preferences (Mac), selecting Video, and then enabling or disabling the setting. They may want to disable HD video if their computer CPU is running high or they want to save network bandwidth during a call or meeting.

✓

Location Monitoring

You can turn on location monitoring so that when users call emergency services from Webex (for example, 911), their location is automatically shared with emergency responders.

✓

✓

Missed calls

See how many calls you’ve missed with a red badge counter in the Calls tab. The Calls tab shows a list of incoming and outgoing calls and you can call someone back from your Call History. Your scheduled meetings are listed in the Meetings tab, making it easier for you to distinguish between the two types of communication.

✓

More calling options

Users can call someone's video address (for example, bburke@biotechnia.com) from anywhere in the app where they'd make any type of call (example: search for someone or being in a space with that person).

✓

Multi call window

Webex App users with multiple lines see this by default. It is a separate, floating window to help with managing multiple or shared lines. See Manage your phone calls in the Multi Call window.

✓ (Windows)

Network Handoff (Wi-Fi to LTE)

When you're on an active call and you need to change networks but want to keep the call in Webex, no need to worry; the change is made automatically without any interruption or effect to call quality. (See Unified CM features in Prepare Your Environment.)

✓

✓

Phone numbers in contact cards

Work numbers and mobile numbers are synchronized from Active Directory and appear as selectable items in Webex App. (Requires Cisco Directory Connector to synchronize user phone number attributes to the Webex cloud.)

✓

✓

Phone Service Connection Error and Action

The footer in Webex App shows more descriptive error messages if the phone service disconnects. See Error Messages.

✓

✓

Popout Call Window

When a user calls someone else, the call window pops out, and both users can access calling features. While in the call, users can still respond to critical messages.

✓

PSTN calling for mobile app users in India

Users in India can make that call when they can't be on the corporate network. The Webex mobile app gives them the option to use the device's calling app instead. See "EnablePhoneDialerOptionOverMRA" in the customization policy parameters in the Appendix.

✓

PSTN for Personal Mode Devices

Leveraging Hybrid Calling, you can provide PSTN access to users' personal mode devices. (See the Deployment Guide for Hybrid Calling for Cisco Webex Devices.)

✓

RedSky location reporting for emergency calling

To comply with Ray Baum's act, you can require users to give accurate location information when they are outside the office.​

✓

✓

Self Care Portal—Call forwarding

If users need to take your work calls from another number, they can set up call forwarding right from Webex App. They just enter the call forwarding number, and their calls all ring at that number. See Forward Phone Calls and Access More Call Settings.

✓

✓

Self Care Portal—Single Number Reach (SNR)

Users can access the Self Care Portal from Webex App and add more numbers for devices they want to ring simultaneously with their enterprise directory number. See Get Work Calls at Any Number and Access More Call Settings.

✓

✓

Support for Cisco 500 series and 700 series (bluetooth) headsets

If users have the Cisco 700 series headset, they can use its USB adapter to answer and end calls, put calls on hold and resume them, as well as mute and unmute calls.

When users use a Cisco headset with Webex App, you can now keep track of it in Webex Control Hub. This lets you track inventory and troubleshoot issues for your users. (See the deployment chapter.)

✓

Support for Jabra headsets

See Details%20about%20Headset%20Support for supported models.

✓

Suppress call notifications when presenting, when DND is enabled, or when you're already in a call or meeting.

Users can mute notifications for incoming calls so that they don't see or hear someone calling. If voicemail is set up, the caller can leave a message. The call still shows up in the spaces list and call history.

✓

Switch your call from Webex to your mobile phone app

When you're on an active call in Webex and you want to take your call on the run, just switch your call from Webex to your mobile phone app. You maintain connectivity and call quality with only a short pause in your call while you make the quick switch from More . (See the Deployment chapter and Switch Your Call to Your Mobile Phone App.)

✓

tel, sip and clicktocall protocol

See the relevant section in this overview chapter.

✓

✓

Voicemail

No more missing calls in Webex App. Users can manage their voicemail in the Calls tab. There's a red badge counter that lets them know how many voice messages they have. They can check out the details of a message, play it, mark it as read, delete it, or call back the sender. After they listened to messages, either with Webex App or desk phone, the red badge counter disappears. See Voicemail.

✓

✓

Visual Voicemail

Visual voicemail—No more missing calls in Webex App. Users get a dedicated Voicemail tab to manage all their voicemails. There's a red badge counter that lets them know how many voice messages they have. They can check out the details of a message, play it, mark it as read, delete it or call back the sender. After they listened to your messages, either with Webex App or your desk phone, the red badge counter disappears. See Voicemail.

✓

Deployment features

Table 4. Deployment features

Feature name

Description and Documentation

Desktop

Mobile

Apple and Android Push Notifications (APNs)

On iPhone, iPad, and Android devices, push notifications let the user know about incoming calls in Webex App. (See the "Prepare Your Environment" chapter.)

Note

 

Due to regulations in China, iPhone and iPad users no longer have the slide option to answer incoming calls when their mobile device is locked. Instead, they get an alert notification and must first unlock the screen and then tap the notification to answer the incoming calls.

✓

Local Push Notification Service (LPNS)

This is a reliable and secure way to notify Webex users on iOS devices of incoming VoIP calls under the following operating conditions:

  • In a WiFi-constrained network.

  • No Internet connection hence cannot access Apple Push Notification Service(APNs).

Note

 

  1. To get LPNS call notifications, users must grant the Local Network permission to Webex App.

  2. If both LPNS and APNs are configured on UCM, UCM will deliver the call through the LPNS channel first, if it fails, APNs will be the fallback option with the best effort.

  3. To get LPNs call notifications working properly, when the users have multiple iPhones or iPads, they must ensure the Webex app runs only on one iPhone and one iPad.

✓

iOS and iPad OS

Auto-Discovery of Service Domain

You can use Control Hub to configure a UC manager profile to add a service domain automatically to users' Phone Services settings in Webex App. That way, they don't need to manually enter a domain and can sign in right away. (See the deployment chapter.)

✓

✓

Configure Self Care Portal Link

You can choose the portal link for your users when they access it from the Call Settings in their app. (See the deployment chapter for config file steps and the appendix for related policy parameters.)

✓

✓

Customize virtual background

You can let users add up to 3 images of their own to use for virtual backgrounds. See Configure Virtual Backgrounds for Webex Users.

✓

Customize emergency dialing disclaimer

You can customize the content of the emergency dialing disclaimer to meet regulations and business needs in various regions and situations.

You can also change the frequency of the disclaimer pop-up, or hide the disclaimer if the emergency responder infrastructure is not ready. (See the customizable parameters in the Appendix.)

✓

✓

Disable video for all 1:1 calls

Using Control Hub, you can disable video for calling or set the default to video off for compliance, privacy, or network purposes.

✓

✓

Expressway Mobile Remote Access (MRA) for Webex App

MRA provides a secure connection for Webex App traffic without having to connect to the corporate network over a VPN. (See the Mobile and Remote Access Through Cisco Expressway Deployment Guide.)

✓

✓

Secure and encrypted calls

Encrpyted calls are configurable from Unified CM and indicated by a lock icon in Webex App. (See the deployment chapter.)

✓

✓

Service Discovery

Service discovery enables clients to automatically detect and locate services on your enterprise (internal) and MRA (external) network. (See the deployment chapter.)

✓

✓

Simplified call options (enable or disable and order call options)

You can set up user calling options to suit their needs. For example, they may not need to make Webex App calls and only want to call coworkers using their work number, mobile number, or SIP URI address. You can disable calls in Webex App so they don't have that option show up when they make a call. See Configure Call Settings for Your Organization.

✓

✓

SIP (URI) address routing

Configurable in Control Hub, this setting allows you to decide which SIP addresses are routed through the Webex cloud​. The default is for all SIP URIs to be routed through Unified CM except for Webex services​. See Configure SIP Address Routing for Your Organization.

✓

Single Sign-On (SSO)

With SSO integration between your IdP, your premises environment, and the Webex cloud, users can sign in across applications with one set of credentials. (See the "Prepare Your Environment" chapter.)

✓

✓

Virtual cameras (macOS)

You can use Webex Control Hub to enable or disable virtual camera usage for your users' calls and meetings in the Webex app. Users can use a virtual camera, such as an application, driver, or software, to create an overlay of video, images, or feeds.

✓ (macOS only)

More information about Desk Phone Control (DPC)

Any desk phones or Extension Mobility profiles that are associated with the user's Unified CM account are listed as an available device to connect to in Webex App for Windows or Mac. If the device is selected, Unified CM calls that are dialed from or answered in Webex App use that desk phone. Users can start or stop the call, enter DTMF input (which the phone acknowledges), and use the midcall features that are documented in the preceding feature table. Users can also join meetings from Webex App in desk phone control mode.


Note

Webex App does not support Extension Mobility.

Users can access the description of your desk phone right from their desktop app and personalize that description to something that makes sense. They can hover over the phone description and then click to change the name. If you assigned more than one desk phone to users, customizing each description can be helpful.

Calling experience with Webex App for users

Call comparison

This table lists what types of Webex App calls go through Unified CM and types of Webex App calls or meetings that do not go through Unified CM (and instead go "over the top" as calls to cloud microservices).

Table 5. Comparison of calls through Unified CM and calls/meetings through the cloud

Calls through Unified CM environment

Calls and meetings through Webex cloud

Calls initiated directly from a 1:1 space or from a contact card in the Webex App

Ad hoc meetings from a group space in the Webex App

Search and then call a user in the Webex App

Using the Join button in the Webex App to join an ad hoc or scheduled meeting

Dialing directory numbers or PSTN numbers from Call in the Webex App

Dialing premises Directory URIs from Call in the Webex App. (Depends on the Unified CM SIP Address Routing setting in Control Hub.)

Desk phone control (DPC) calls (outgoing: dial a directory or PSTN number in the Webex App, take the call on the Unified CM device; incoming: answer the call in Webex App, take the call on the device).

Joining a meeting while paired through Room, Desk, or Board devices

1:1 calls that are placed directly in the Webex App to a free user in the consumer organization, to a user in another organization, or to a user in the same organization who doesn't have a directory number. (Numbers are not shared across organizations, so don't appear in contact cards.) These are classified as a Call on Webex App.

User experience

For users who are paired to a cloud-registered Room, Desk, or Board device:

  • Unified CM registration in the Webex App stays active.

  • Incoming calls to a user's directory number are presented in Webex App and, when accepted, calls are answered on the desktop app and do not use the paired Room, Desk, or Board device.

  • If the Webex device is configured in Control Hub as a Workspace that is enabled for Hybrid Calling, the user can dial from Webex App and the call then starts on the Webex device using that device's directory number as the caller ID on the receiving end. A user cannot answer an incoming call to a paired device.

  • If the Webex device is not in a Workspace that's enabled for Hybrid Calling, the directory number or PSTN dialing fails and an error message is presented in the user's Webex App.

For users who are in desk phone control mode in Webex App:

  • Media (audio and video) for 1:1 calls to users with contact cards and calls that are started from the search or dial view go through the on-premises desk phone.

  • Media (audio and video) for group space meetings, Webex meetings (scheduled or ad-hoc), and calls to users without contact cards go through the on-premises desk phone.

For scenarios involving a call going to voicemail:

  • Incoming calls that don't go through Unified CM do not roll over to voicemail and continue to ring until the user answers or declines.

  • Incoming calls that go through Unified CM (for example, to a user's corporate directory number) roll over to voicemail.

Architecture

On network

This architecture diagram represents Webex integrated with a Unified CM calling environment that is inside the corporate network.

Table 6. Legend

Icon

Protocol

Purpose

HTTPS

Webex cloud services, Visual Voicemail

SIP

Softphone Mode

CTI/QBE

Deskphone Control

LDAP

Directory

DNS

Service Discovery

SP Agreement

Single Sign-On (SSO) Agreement

Remote

This architecture diagram represents Webex integrated with a Unified CM calling environment. The environment also contains Expressway pair that is deployed for Mobile and Remote Access (MRA) for remote users.

Table 7. Legend

Icon

Protocol

Purpose

HTTPS

Webex cloud services, Visual Voicemail

SIP

Softphone Mode

LDAP

Directory

DNS

Service Discovery

SP Agreement

Single Sign-On (SSO) Agreement

Call flows for Calling in Webex App (Unified CM)

Unified CM call answered on Webex App

Figure 1. Call between two users on Unified CM, call answered on Webex App

  1. Using Webex App, Alice calls Bob's directory number from the contact card in their 1:1 space.

  2. The call rings on Bob's Webex App.

  3. Bob answers the call in the Webex App. Call signaling is established through Unified CM.

  4. Both parties can turn on video and share content. (Video is on by default if a camera is present.)

Unified CM incoming call answered on desk phone

Figure 2. Call between two users on Unified CM, call answered on desk phone

  1. From her Webex App, Alice calls Bob's directory number from their Webex App 1:1 space. (Bob's directory number is available on his contact card in the app.)

  2. Call signaling is established through Unified CM. The call rings on both Bob’s desk phone and his Webex App.

  3. Bob answers on his desk phone. Media flows directly between Alice's Webex App and Bob’s desk phone.

  4. Both parties can turn on video and share content. (Video is on by default if a camera is present on the Webex App desktop device.)

Call on Webex App to a user with no directory number

Figure 3. Call between user on Unified CM and a user with no directory number, call answered on Webex App

  1. Using Webex App, Alice calls Bob's Webex App from their 1:1 space. (Bob's directory number is not available on his contact card in the app.)

  2. Bob answers the call on Webex App.

  3. The call is established between the two Webex App users as a call on Webex App. Media flows between the two Webex App instances over the cloud or through an on-premises Video Mesh Node if deployed.

Unified CM call in Webex App to PSTN number

Figure 4. Call from user on Unified CM to PSTN number

  1. Alice calls a PSTN number from Webex App using the Call tab.

  2. Call signaling is established through the Unified CM to the PSTN gateway.

  3. Media flows directly between Webex App and the PSTN gateway.

Unified CM call in desk phone control mode

Figure 5. Call between two users with Unified CM. Call is answered on Webex App in deskphone control mode

  1. Using Webex App, Alice (in desk phone control mode) calls Bob's directory number from their Webex App 1:1 space. (Bob's directory number is available on his contact card in the app.)

  2. The call goes through her desk phone. Call signaling is established through Unified CM.

  3. Bob’s desk phone rings and he gets a notification on Webex App.

  4. Bob answers the call in Webex App in desk phone control mode. Media flows directly between the two desk phones.

Meeting join in desk phone control mode

  1. Using the Webex App, Alice (while in desk phone control mode) joins a meeting. (The meeting must be directly from a space and take place only in the Webex App. Full Featured Meetings are not supported.)

  2. In desk phone control mode, the media is established between the Unified CM phone and the meeting over the cloud. Media flows between the two over the cloud or through a Video Mesh Node if deployed.