You can configure auto answer on a directory number that is assigned to the user. See the System Configuration Guide for Cisco Unified Communications Manager for your release at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html and see the Cisco Unified CM Administration online help for more information about the Auto Answer setting.

For an agent on Webex to hear a tone before the call connects, choose True for the Tone on connect Cisco CallManager service parameter. This parameter determines whether a tone plays to indicate that media starts to stream. The valid values for this parameter are True, which plays a tone, or False, which does not play a tone, and the default is False. This Global Parameter affects all the users in the cluster.

With this release, the use of centralized or synchronized or common call history is enabled on Webex App (Unified CM) and desk phones. It provides a better user experience. This feature is supported from Webex 44.11 and Unified CM 14 SU4 or 15 SU2.

To use this feature, you must onboard the Unified Communications Manager node through Webex Cloud-Connected UC. For more information, see Set up Webex Cloud-Connected UC for on-premises devices.

Enable call history

Call History feature is enabled by default for Webex Calling and Unified CM Cloud customers.

You can configure the centralized call history on the Control Hub and the Unified CM user interface.

Control Hub

Perform the following steps:

1. Sign in to Control Hub.

2. Go to Services > Connected UC. On the UC Management card, click Inventory.

   The list of cluster groups appears with the description, status, clusters, and nodes.

3. Click Details next to the Unified CM (CUCM) cluster group on which you need to enable call history toggle.

   The Inventory page appears, showing the list of clusters belonging to the selected cluster group.

4. Click Details next to the cluster to which the particular product node belongs.

   The Node name with the version, product, and status appears.

5. Click the ellipsis ⋮ icon next to Event History and choose Service Management.

   The Service Management page appears with the list of services.

6. Use the toggle button to enable the Centralized Call History.

7. Click Submit.

8. If the Data Collection Confirmation pop-up is displayed, agree to it by enabling the check box and click Submit.

Unified CM

Perform the following steps:

1. Match the CI Webex email account the mailid of Unified CM user.

   For example, the Webex email account alice@company.com should match with Unified CM user Alice's mailid alice@company.com.

2. Associate the user with each line on each device type.

   1. Go to the CSF device configuration.

   2. Select line 1.

   3. Associate this line to user ID alice.

   4. Repeat the steps on each device type (SEP, CSF, TCT, BOT, TAB); if user ID alice has multiple lines configured, associate each line to the user ID.

For more information, see the Whitepaer on Bulk Configure Changes with Import/Export Feature.

Limitation

Only the Webex app gets the centralized call history from the cloud, IP phone don’t get any call history from the cloud.

Known Issues

The following are the known issues:

1. [Centralized Call History] Webex UCM Calling enhance call history for mobile phone number

2. Call History record is not getting generated for Calling Party

3. Webex app and Webex plugin for MS Teams does not show call history for call made from EM profile

The Call Park feature allows you to place a call on hold so that can be retrieved from another phone or soft client in the Unified Communications Manager system (for example, a phone in another office or the Webex app). If you are on an active call, you can park the call to a call park extension by clicking Park in Webex. Another phone or soft client in your system can then dial the call park extension to retrieve the call.

For more information about call park configuration, see "Call Park and Directed Call Park" in the Feature Configuration Guide for Cisco Unified Communications Manager for your release at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html.

Call Recording enables a recording server to archive agent conversations. Webex App supports this feature for Unified CM-based deployments.

Some releases of Unified CM require a device package to enable recording capabilities. To confirm, verify that the Built In Bridge field is available in the Phone Configuration window for the device. If the field isn’t available, download and apply the most recent device packages.

For detailed information about how to configure call recording, see the "Recording" chapter in the Feature Configuration Guide for Cisco Unified Communications Manager.

For configuration parameters that you can configure in the Jabber Config XML file or client configuration service, see the Feature Parameters table in the Appendix in this guide.

You configure dial plan mapping to ensure that dialing rules on Cisco Unified Communications Manager match dialing rules on your directory.

Application Dial Rules

Application dial rules automatically add or remove digits in phone numbers that users dial. Application dialing rules manipulate numbers that users dial from the client.

For example, you can configure a dial rule that automatically adds the digit 9 to the start of a 7 digit phone number to provide access to outside lines.

Directory Lookup Dial Rules

Directory lookup dial rules transform caller ID numbers into numbers that the client can lookup in the directory. Each directory lookup rule you define specifies which numbers to transform based on the initial digits and the length of the number.

For example, you can create a directory lookup rule that automatically removes the area code and two-digit prefix digits from 10-digit phone numbers. An example of this type of rule is to transform 4089023139 into 23139.

The Dial via Office (DvO) feature allows users to initiate Webex App outgoing calls with their work number using the mobile voice network for the device.

Note	Mobile users having Mobile Identity (MI) configured cannot place or receive calls. Install the ciscocm.V15SU2_CSCwm77174-multiline_v1.zip file from CCO to use this feature. This feature is supported from Webex 44.12 and Unified CM 15 SU2.

Webex App supports DvO-R (DvO-Reverse) calls, which work as follows:

1. User initiates a DvO-R call.

2. The client notifies Cisco Unified Communications Manager to call the mobile phone number.

3. Cisco Unified Communications Manager calls and connects to the mobile phone number.

4. Cisco Unified Communications Manager calls and connects to the number that the user dialed.

5. Cisco Unified Communications Manager connects the two segments.

6. The user and the called party continue as with an ordinary call.

Note

The users do not receive incoming calls on Webex App in the following situations: If users select the Mobile Voice Network calling option on any network and the Single Number Reach (SNR) is not configured for their device, they will not receive incoming calls on Webex App. If users select the Mobile Voice Network calling option on any network and the Single Number Reach (SNR) is configured with the Ring Schedule, they will not receive incoming calls on Webex App beyond the time set in the Ring Schedule.

The following table describes the calling methods used for incoming and outgoing calls. The calling method (VoIP, DvO-R, or cellular call) varies depending on the selected Calling Options and the network connection.

To set up DvO-R, follow the steps in Configuring Dial via Office-Reverse to Work with Mobile and Remote Access.

The Extend and Connect feature allows administrators to deploy Unified Communications Manager (UC) Computer Telephony Integration (CTI) applications that interoperate with any endpoint. With Extend and Connect, users can access UC applications from any location using any device.

Note	Users can only add and edit numbers for existing devices. You must configure at least one device for users. If no device exists, then even if this feature is enabled, users won't see it as an option in Webex App.

See Configure Extend and Connect for more information.

Multi-line support for Webex App (Unified CM) on desktop

You can add up to 10 phone lines for each user. You can configure multiline for your users on the Cisco Services Framework (CSF) device for desktop clients.

Multiline on the desktop is supported on the Cisco Unified Communications Manager release 11.5 SU3 and later. However, if you are using Cisco Unified Communications Manager release 11.5 SU3 or release 12.0, you must manually install the Cisco Options Package (COP) file on all cluster nodes and restart Cisco Unified Communications Manager to enable multiline.

Note

The maximum number of phone lines that can be assigned to a desktop Webex application has been increased from 8 to 10. To use this enhancement, download and install the cmterm-webex-desktop-10-Lines-241115.k4.cop.sha512 COP file from CCO. This feature is supported by Webex 44.12 and Unified CM 15 SU2.

Multi-line support for Webex App (Unified CM) on mobile

You can configure up to 8 lines for your users on the TCT, BOT, and TAB devices for mobile clients.

This capability enables users to manage multiple calls simultaneously, thus enhancing efficiency and productivity. It is supported by Webex 44.12 and Unified CM 15 SU2.

Additional Information

To configure multiline, use the steps in Add a directory number to the device to add multiple lines to a device and then associate the device to users.

Note	Multiline is supported when using the Webex App for desktop in Mobile and Remote Access (MRA) mode. This function can be enabled on the Expressway-C in the traversal pair (Unified Communication > Configuration > SIP Path headers and set to On).

You can also configure the RemoteInUsePresencePrimaryLineOnly parameter to modify the presence for shared line scenarios. See Policy parameters for more information.

Note	This parameter is not a selectable preset in Unified CM. You must add it as a customer parameter under policies.

After you have installed and configured Multiline, your users can:

• Select a preferred line for making calls.

• View missed calls and visual voicemails.

• View Message Waiting Indicators per line (desktop only)

• Use call forwarding, transfers, and conference calls on all lines.

• Assign custom ringtones to each line.(desktop only)

Multiline supports the following features on all lines:

• CTI control for the desk phone(desktop only)

• Hunt groups

• Shared line, dial rules, and directory lookup

• Accessory manager

If Multiline is enabled, these features are only available on the primary line:

• Call pickup

• Extend & Connect (desktop only)

• Dial Via Office Reverse (mobile only)

When your cluster is enabled for Push Notifications, Cisco Unified Communications Manager use either the Apple or Google cloud’s Push Notification service to send push notifications to compatible Webex clients that run on iOS (Apple Push Notifications or APNs) or Android (Firebase Cloud Messaging or FCM) devices. Push Notifications let your system communicate with the client, even after it has entered into background mode (also known as suspended mode). Without Push Notifications, the system may not be able to send calls to clients that have entered into background mode.

For more information about how to configure Apple and Android push notifications (APNs), see Push Notifications (On-Premises Deployments) in the Push Notifications Deployment Guide.

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

If the Webex App determines users moved to a new location, they are prompted to update their address. When users make an emergency call from Webex App, accurate location information is automatically sent through a National E911 Service Provider to the public-safety answering point (PSAP), which is the local emergency call center that responds to emergency calls. This way, first responders have the necessary information needed to pinpoint the "dispatchable location" and quickly reach an emergency caller regardless of the device they dial from, or their exact location inside a large building.

Note

This feature is limited to Windows, Mac, Linux, VDI, iPad, Android Tablet and Chromebook. For mobile soft phone device with cellular, Webex App cross-launches the built-in phone app to make the emergency call. Users on MacOS Monterey need to grant network permission to Webex App, so that Webex can report the BSSID to Redsky. If BSSID cannot be reported automatically, each user must manually add their locations in the Webex App.

If you're environment uses Unified CM 12.5 or earlier, you must upgrade to the supported server version:

RedSky-related configuration goes through the Unified CM service profile powered by the UDS interface.

• <EnableEmergencyCalling>(Yes/No)

• <OrganizationId>

• <Secret>

• <LocationUrl>

• <EmergencyNumbers>

If you're using Unified CM 14 or later, your users must install the Redsky MyE911 app and report location from there. If you're using CER to report the on-premises wireless location, you can keep CER and use the RedSky solution to only track off-premises location.

Note	Webex App for Linux doesn't support CER. You must deploy RedSky to report both on-premises and off-premises location for emergency calling.

For mobile soft phone devices (TCT/BOT), you must provision the emergency number (such as 911) in your Unified CM server, so that Webex App launches the built in phone app to make the emergency call. See "Create and Configure Webex Softphone Devices" in the deployment chapter.

Further documentation

Configuring Emergency Responder with a National E911 Service Provider

Cisco Emergency Responder integrates with National E911 Service Provider like RedSky or Intrado for automated Location update, MSAG (Master Street Address Guide) for a User input location and Call Completion. Emergency Responder automatically finds and tracks the dispatchable locations of all your devices as they move throughout the enterprise so you can comply with E911 regulations.

https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/ucm_cloud/WebexCallingDI_Islands/National_E911_for_DedicatedInstance.pdf

Configuring Unified Communications Manager for Nomadic E911 Support

Nomadic E911 enables administrators to address the requirements of RAY BAUM’S Act by letting users update their location natively in Webex App.

https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/ucm_cloud/WebexCallingDI_Islands/National_E911_WebexApp_AdminGuide.pdf

Cisco Unified Survivable Remote Site Telephony (SRST) provides Unified CM with fallback support for Webex App users. Cisco Unified SRST enables routers to provide call-handling support for Webex App users when they lose connection to remote primary, secondary, or tertiary Cisco Unified CM installations or when the WAN connection is down.

For more information about this feature, see "Configure SRST" in the System Configuration Guide for your Unified CM release and see the Cisco Unified SCCP and SIP SRST System Administrator Guide (All Versions) for IOS configuration, feature support, and restrictions.

For voicemail to work in Webex App, you must ensure that Cisco Unity Connection and Unified CM use a matching authentication method (for example, legacy SSO, oAuth SSO, or non-SSO). When integrated with Unified CM, Cisco Unity Connection (the voicemail and messaging system) provides voice-messaging features for users that you configure manually, through AXL services, or through LDAP integration. After receiving voice messages in their mailboxes, users receive message-waiting lights on their phones and integrated applications—in this case, Webex App.

Note	For server performance considerations, don't use Visual Voicemail with both Jabber and Webex App at the same time.

Users get a visual voicemail inbox in Webex App. They can play messages, delete messages, mark as read, and respond with an audio or video call:

Users can also click Call Voicemail , which accesses the voicemail system with an internal or external call. Users can then retrieve, listen to, reply to, forward, and delete their messages. For more information about this feature for your users, see the Webex App Voicemail documentation.

Note

Voicemail always uses Unified CM end user credentials. These credentials and the voicemail credentials on Unity Connection must be consistent—either set up both with single sign-on (SSO) or with non-SSO credentials, so that the sign in experience is the same. See Recommended configuration for more information.

For information about setting up Cisco Unity Connection and integrated it with your Unified CM environment, see the following documentation:

• Cisco Unified Communications Manager SIP Integration Guide for Cisco Unity Connection for your release at https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-installation-and-configuration-guides-list.html

• "Managing the Phone System Integrations in Cisco Unity Connection" in the System Administration Guide for Cisco Unity Connection for your release at https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-maintenance-guides-list.html.

Wi-Fi to LTE Call Handoff provides flexibility for Calling in Webex App (Unified CM) users to switch between different networks (such as Wi-Fi and LTE) without disconnecting any active calls that the user may be while switching network.

This feature is automatically enabled for desktop and mobile users. Your calling environment must be on Unified CM 14 and later. See the Unified CM release notes for more information.

For known issues and limitations for this feature, see the known issues in the deployment chapter.

Webex App supports wireless access point (AP) location monitoring. Wireless location monitoring service allows you to determine the physical location from where your Webex App users connect to the corporate network. This information is stored in Cisco Unified Communications Manager.

This feature is supported with on-premises and Mobile and Remote Access (MRA) Edge wireless connections.

Webex App monitors your users’ locations, gathers Service Set ID (SSID) and Basic Service Set ID (BSSID) information, and sends this information to Unified CM at least every 24 hours (desktop only), or whenever:

• Their current access point changes.

• They sign in to Webex App.

• They switch between networks for on-premises and Expressway for MRA.

• Webex App resumes from sleep or is made active.

Note	If Webex App for mobile gets suspended, it may not send the location every 24 hours.

• For on-premises deployments, configure wireless location monitoring using EnableE911OnPremLocationPolicy parameter with the value true.

• For Expressway for MRA deployments—you can configure wireless location monitoring using the EnableE911EdgeLocationPolicy with the value true and E911EdgeLocationWhiteList with a list of up to 30 SSIDs, separated by a semicolon.

For more details on these parameters, see the Appendix in this guide.

For more information about how to configure Cisco Emergency Responder (CER), see the Cisco Emergency Responder Administration Guide for your release at https://www.cisco.com/c/en/us/support/unified-communications/emergency-responder/products-maintenance-guides-list.html.

Calling in Webex App (Unified CM) uses the ports and protocols listed in the following table. If you plan to deploy a firewall between the client and a server, configure the firewall to allow these ports and protocols.

To establish a secure connection with Unified CM, Webex App validates the certificate that is presented by the server during the connection process. Unlike Jabber, Webex App does not prompt users with the option to accept an untrusted certificate.

Unified CM must be configured with certificates that Webex App can validate, preferably a CA root that signed the tomcat certificate (which is known to the operating system that Webex App is on, Windows or MacOS by default). or a self-signed trusted certificate (which must be deployed to the OS in advance by the enterprise administrator).

Note	The Tomcat certificate is also used for secure SIP when Webex App 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.

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.

Note	The certificates that are deployed on Unified CM servers must include the fully qualified domain name (FQDN) as the server identity rather than a simple hostname or IP address (for example, cucm-server-1.example.com rather than cucm-server-1 or 203.0.113.1).

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

See High Level View of Certificates and Authorities in CUCM and CUCM Certificate Management and Change Notification for information about certificate management in Unified CM.

The Unified CM Tomcat certificate is significant for Mobile and Remote Access (MRA). This certificate is automatically installed on the Cisco Unified Communications Manager. By default, it is self-signed and has the same common name (CN).

Note	The Tomcat certificate is also used for secure SIP when Webex App 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.

We recommend using CA-signed certificates. However, if you do use self-signed certificates, the two certificates must have different common names. The Expressway does not allow two self-signed certificates with the same CN. So if the CallManager and tomcat self-signed certificates have the same CN in the Expressway's trusted CA list, the Expressway can only trust one of them. This means that either secure HTTP or secure SIP, between Expressway-C and Cisco Unified Communications Manager, will fail.

Note	For MRA scenarios, certificates only need to be validated on the Expressway.

The Expressway certificate signing request (CSR) tool prompts for and incorporates the relevant Subject Alternative Name (SAN) entries as appropriate for the Unified Communications features that are supported on that Expressway.

The following table shows which CSR alternative name elements apply to which Unified Communications features.

Note	You must restart the Expressway for any new uploaded server certificate to take effect.

Expressway-E server certificate requirements

The Expressway-E server certificate needs to include the following element in its list of subject alternative names (SAN):

• Unified CM registrations domains: all of the domains which are configured on the Expressway-C for Unified CM registrations. Required for secure communications between endpoint devices and Expressway-E.

  The Unified CM registration domains used in the Expressway configuration and Expressway-E certificate, are used by Mobile and Remote Access clients to lookup the _collab-edge DNS SRV record during service discovery. They enable MRA registrations on Unified CM, and are primarily for service discovery.

  These service discovery domains may or may not match the SIP registration domains. It depends on the deployment, and they don't have to match. One example is a deployment that uses a .local or similar private domain with Unified CM on the internal network, and public domain names for the Expressway-E FQDN and service discovery. In this case, you need to include the public domain names in the Expressway-E certificate as SANs. There is no need to include the private domain names used on Unified CM. You only need to list the edge domain as a SAN.

  Select the DNS format and manually specify the required FQDNs. Separate the FQDNs by commas if you need multiple domains. You may select CollabEdgeDNS format instead, which simply adds the prefix collab-edge to the domain that you enter. This format is recommended if you do not want to include your top level domain as a SAN (see example in following screenshot).

  

Requirements when migrating from Jabber to Webex App

In migration scenarios, you may encounter an issue if you're using a private CA with the Certificate Revocation List (CRL) default format (ldap :///) for the Expressway-E certificate.

In that deployment, after migrating from Jabber to the Webex App, Webex App on iOS devices does not register to Unified CM phone services. The registration fails because the iOS client tries to reach the CRL URL from the Internet, but the CRL format ldap:/// is not supported by iOS clients.

Tip	If you're using a private CA for issuing certificates for Expressway-E, we recommend that the Expressway-E is issued by a public CA, and then you can migrate users from Jabber to the Webex App.

If you must use certificates signed by a private CA for your Expressway-E setup (in particular, a CRL with the format ldap:///), follow these steps to ensure a successful migration from Jabber to the Webex App:

• Remove the CRL parameter, if any, from the private CA template.

• Reissue Expressway-E server certificates without the CRL parameter.

• Make sure certificates that the private CA signs support the following requirements for iOS:

  • Minimum key size of 2048

  • SHA-2 signature

  • Server DNS name as SAN

  • Extended key usage extension containing the id-kp-serverAuth OID

  • Validity period of 398 or fewer days

• Install the root CA file on mobile devices

  Note	For Apple iOS devices, you must also enable full trust for root certificates.

• For Calling in Webex App (Unified CM), SSO is supported with Unified CM and Expressway. You must either enable or disable SSO on both. For a consistent user experience with SSO, we recommend that you extend your Identity Provider (IdP) integration to Webex App so that users can sign in with the same credentials. With Single Sign-On (SSO) integration between your IdP, your premises environment, and the Webex cloud, users can sign in across applications with one set of credentials.

  

• For premises Unified CM configuration, see the SAML SSO Deployment Guide for Cisco Unified Communications Applications for your release. We recommend applying this configuration to Unified CM and any Unity Connection voicemail servers in your deployment.

• For Expressway configuration, see the Mobile and Remote Access via Cisco Expressway Deployment Guide for your release.

• For cloud (Webex App) configuration, see Single Sign-On Integration with Webex Control Hub

See the following table for supported authentication types:

The Webex App supports SSO redirect URI, an enhancement to the app's embedded browser support.

This feature provides the following enhancements:

• Provides protection against "Authorization Code Interception Attack" using RFC7636.

• Allows Webex App running on an Operating Systems other than iOS to use the Embedded Browser (For example: Android).

• Allows Webex App to use the Embedded browser for Unified Communications Manager (and MRA) OAuth flow. This support prevents dual login when SSO is enabled.

Requirements

This feature requires the following minimum versions:

• Unified CM 12.5(x) releases-12.5(1) SU4 and Unified CM 14.0(x) releases-14.0(1) SU1 and later

• Expressway X14 and later

• Webex App 41.4 and later

For more information, see the following documentation:

• Expressway Release Notes

• Unified CM Release Notes

Configuration

For Unified CM—No configuration is required.

For Expressway—On the Expressway-C, you must set the parameter Webex Client Embedded Browser Support to Yes to enable this feature. For more information, see Configure MRA Access Control in the Mobile and Remote Access Through Cisco Expressway Deployment Guide (X14.0) .

We recommend using the Cisco Directory Connector for user synchronization from your Active Directory into Control Hub.

You can also synchronize user phone numbers. Their numbers appear in contact cards in the Webex App for Windows and Mac:

Note	For iOS and Android, users can access someone's contact card from a space by just tapping a profile picture. See Verify Who You're Contacting for more information.

For the numbers to appear, you must deploy Cisco Directory Connector to synchronize the numbers from an existing Active Directory attribute into the cloud. See the attribute mapping information in the Deployment Guide for Cisco Directory Connector at https://www.cisco.com/go/hybrid-services-directory.

We recommend the following additional configuration to provide further benefits for your Calling in Webex App (Unified CM) deployment:

• Quality of Service (QoS), covered in the Appendix in this guide. QoS helps manage packet loss, delay and jitter on your network infrastructure.

• Call Admission Control (CAC) on Unified CM, covered in the System Configuration Guide for Cisco Unified Communications Manager. CAC enables you to control the audio quality and video quality of calls over a wide-area (IP WAN) link by limiting the number of calls that are allowed on that link at the same time.