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.

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 supports this feature for on-premises 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.

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 outgoing calls with their work number using the mobile voice network for the device.

Webex 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 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. 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 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.

See Configure Extend and Connect for more information.

You can configure multiple phone lines for your users to perform daily Webex tasks. You can add up to 8 phone lines for each user. You can configure multiline for your users on the Cisco Services Framework (CSF) device for desktop clients.

Multiline is supported on Cisco Unified Communications Manager release 11.5 SU3 and later. However, if you are using Cisco Unified Communications Manager release 11.5 SU3 or Cisco Unified Communications Manager 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.

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 Webex 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 it to On).

You can also configure the RemoteInUsePresencePrimaryLineOnly parameter if you want 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 voicemails.

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

• Assign custom ringtones to each line.

Multiline supports the following features on all lines:

• CTI control for the desk phone

• 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

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 or Webex clients that run on iOS or Android 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.

Cisco Unified Survivable Remote Site Telephony (SRST) provides Unified CM with fallback support for Webex users. Cisco Unified SRST enables routers to provide call-handling support for Webex apps 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.

For voicemail to work in Webex, 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.

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

Users get a visual voicemail inbox in Webex. 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 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 SSO 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.

Webex supports wireless access point (AP) location monitoring. Wireless location monitoring service allows you to determine the physical location from where your Webex 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 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.

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

• Webex resumes from sleep or is made active.

Note	If Webex 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 (Unified CM) is fully IPv6 ready. It works in pure IPv6 and hybrid networks with the limitations listed in this section. Cisco Collaboration solutions do not currently fully support IPv6. For example, Cisco Expressway for Mobile and Remote Access (MRA) has limitations in pure IPv6 networks that require NAT64/DNS64 to be deployed in mobile carrier networks. Cisco Unified Communications Manager doesn't support HTTPS in pure IPv6 networks.

The network IP protocol used by Calling in Webex (Unified CM) when connecting to services is determined by the following factors:

• The client operating system IP capabilities.

• The server operating system IP capabilities.

• The availability of a DNS record for IPv4 and IPv6.

• Cisco Unified Communications Manager SIP setting for softphone devices configuration for IPv4, IPv6, or both.

• Underlying network IP capabilities.

On Cisco Unified Communications Manager, the IP capability is determined by generic server settings and device-specific settings.

When the Client OS and Server OS are set to Two Stacks, Calling in Webex (Unified CM) uses either IPv4 or IPv6 address for connections with the server in accordance with RFC6555.

When you use Calling in Webex (Unified CM) in IPv6-Only mode, NAT64/DNS64 is required to connect to an IPv4 infrastructure, such as Cisco Expressway for Mobile and Remote Access.

For more details about IPv6 deployment, see the IPv6 Deployment Guide for Cisco Collaboration Systems Release 12.0.

Calling in Webex (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 validates the certificate that is presented by the server during the connection process. Unlike Jabber, Webex does not prompt users with the option to accept an untrusted certificate.

Unified CM must be configured with certificates that Webex can validate, preferably a CA root that signed the tomcat certificate (which is known to the operating system that Webex 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 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. 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 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).