Set up calling behavior

Depending upon the user’s calling license, the calling behavior options can be set up.

For Unified CM licensed users, you can set up to make calls directly from the Cisco Jabber or through the Webex App, and choose the domain (organization domain or UC Manager profile) that gets applied to the users. You can configure the settings at organization level, group level, and user level.
For users without paid calling services from Cisco, you can set up third-party applications to initiate calls. By default, all calls through the Webex App use "Call on Webex" option. You can configure the settings at the organization level.
For Webex Calling licensed users, the Webex App is the default calling application to make calls. Hence, no specific calling behavior configuration is needed.

Enable calling behavior settings at the organization level

The settings configured at the organization level automatically apply to all users under the organization.

Go to Services > Calling > Client Settings.

Go to Calling Behavior section and set the calling behavior options for Unified CM Users and Users without Paid Calling Services from Cisco.

For Unified CM Users:

Select Use the email domain of the user to apply your organization's domain (default option) to all Unified CM users in Webex App, or select the Use UC Manager Profile for calling and choose a created UC Manager profile from the dropdown.
Select the Open Cisco Jabber from the Webex app check box if the organization uses the Jabber app for calling. Unified CM users can make calls directly in Cisco Jabber or through Webex. When users make call in Webex App, the Cisco Jabber app opens and is used to make the call.

Once this option is selected and at any point if you uncheck this check box, the calling behavior defaults to Use the email domain of the user.

Bulk export of Unified CM user data

Click Bulk manage.
Manage Unified Communications User Data window opens.

Under Download .csv data, perform one of the following:

Select All Locations or a particular location from the drop-down and click Download data. Based on the selection from the drop-down, this starts a bulk download task, Bulk Unified Communications user data CSV task with the details of user calling behavior data.

To view the status and to download the CSV file:

Click Task on top of the window or View import history/task towards the bottom of the window.
Once the task status is Complete, you get the download button.
Click Download to download the CSV to your local machine.
The downloaded CSV has the following naming convention Unified Communications User Data_<timestamp>.csv. For example: Unified Communications User Data_03-27-2024_4-18-18_PM.csv.

Based on the number of users the download may contain one .csv file for an organization that has fewer than 500 users or a zip file for the organization that has more than 500 users.

The zip file contains two folders; fullFile (one CSV with all the users in that organization) and splitFiles (multiple files in multiplies of 500, based on the number of users. That is, one CSV for every 500 users).

For example: For an organization that has 2000 users, the fullFile folder contains one CSV file with the list of 2000 users and the splitFiles folder contains 4 CSV files, one for every 500 users.

For an organization that has 400 users, one .csv file is downloaded.

Click Download the .csv template to download jabber-migration-template.csv which contains the valid sample values for the columns in the .csv file.

Make the necessary changes to the .csv file.
Under Upload .csv data, Drag and drop a file or choose a file to upload the .csv file and make necessary changes to the user calling data.
This starts the bulk upload process with the task name Bulk Unified Communications user data CSV task and you can check the status of the upload in the Task window.

Table 1. CSV file parameters
Parameter	Description
User ID/Email (Required)	Email ID of the user
Calling Behavior	Valid values for Calling behavior: USE_ORG_SETTINGS - to make the user inherit the settings from the org level settings NATIVE_SIP_CALL_TO_UCM - similar to selecting Use UC Manager Profile for calling, you’ll have to pass a valid Unified CM profile name to Calling Behavior UC Manager Profile as well for this calling behavior to be applied. CALL_WITH_APP_REGISTERED_FOR_CISCOTEL - Similar to selecting Open Cisco Jabber from the Webex App in the user interface. NATIVE_SIP_CALL_TO_UCM_W_USER_EMAIL_DOMAIN - Similar to selecting Use the email domain of the user from user interface. REMOVE - to remove any settings overridden at user level. If the user belongs to one or more groups, then it inherits the template with the highest rank. Else, the user inherits the Org-level settings.
Calling Behavior UC Manager Profile	The UC Manager profile of the user
On-Prem UCM Calling	A boolean field to indicate if the user has an UCM license or not.
Effective Calling Behavior	This field carries the actual value from the organization's calling-behavior when the User's calling behavior is USE_ORG_SETTINGS. Else, this has the same value as the user's calling-behavior.
Calling Behavior Source	The level from which the calling behavior is inherited.
UCM Profile Source	The level from which the Calling Behavior UC Manager Profile is inherited.

Any changes to Effective Calling Behavior, Calling Behavior Source, and UCM Profile Source fields are ignored while upload of the CSV. These fields are informational only.

Uploading a new changed CSV applies the changes to the user level only (overriding the org and group levels) except USE_ORG_SETTINGS.

For Users without Paid Calling Services from Cisco:

Select Open third-party app from Webex check box to allow all the users to make calls through a third-party app, even if they haven't enabled calling in Webex. When users make call in Webex App, the third-party app is launched and used to make the call.

Enable calling behavior settings at the group level

You can enable unified CM calling behavior organization settings for a user-group through a Calling template. You can create a template and assign to the user-group. The configuration in the template applies to all users in the group.

To create a template:

Before you begin

Make sure that the user has the Unified CM license. For more information, see: Edit service licenses for individual users.

Go to Services > Calling > Client Settings > Templates

Click Create template.

In the General section, type the Template name and description.

Go to the Calling behavior section and update following settings.

Select Use the email domain of the user to apply your organization's domain (default option) to the user group, or select the Use UC Manager Profile for calling and choose a created UC Manager profile from the dropdown.
Select the Open Cisco Jabber from the Webex app check box to allow Unified CM users to make calls directly in Cisco Jabber or through Webex. When users make call in Webex App, the Cisco Jabber app launches and is used to make the call.

Once this option is selected and at any point if you uncheck this check box, the calling behavior defaults to Use the email domain of the user.

Click Create template and next.

Search and select a group for this template in the search box.

Click Done.

To delete the template, click the template and select Delete from the Actions drop-down list. In the Delete template page, check the check box informing you that deleting a template is permanent, and then click Delete.

To modify the template, click the template, modify the toggles, and click Save.

To apply an existing template to a user-group:

Few pointers to consider when applying the Calling templates:

When a user is on boarded to an organization, the user inherits the settings from the organization-level.
If the user is added to a user-group, then the settings from the Calling template apply.
If a user belongs to multiple user-groups, then the template with the highest rank (Rank 1) takes the highest precedence and that template settings apply.
If the user has individual user settings, then these settings take precedence over user-group or organization-level settings.

See Configure settings templates for more information about managing your templates.

You can apply the existing template either from Group section or Calling section.

To apply template from Group section, see: Configure settings template.

To apply from the Calling section, perform the following steps:

1	From the customer view in https://admin.webex.com, go to Services in the left navigation bar and then click Calling > Client Settings > Templates.
2	Click the … icon next to an existing template and then click Apply template.
3	Type the group name to which you want to apply the template and then choose the group.
4	Click Done.

Override calling behavior organization settings at the user level

Before you begin

Make sure that the user has the Unified CM license. For more information, see: Edit service licenses for individual users.

Go to Management > Users and select the user that you want to modify.

Select Calling > Calling Behavior.

Toggle off the Use organization level settings to override the organization default settings with the user settings.

To revert to the organization default settings, toggle on the Use organization level settings.

The toggle is visible only when the user is not part of any group and overriding the organization level settings.

Update the following calling behavior settings:

Select Use the email domain of the user to apply your organization's domain (default option) to the user, or select the Use UC Manager Profile for calling and choose a created UC Manager profile from the dropdown.
Select the Open Cisco Jabber from the Webex app check box to allow a Unified CM user to make calls directly in Cisco Jabber or through Webex. When a user makes call in Webex App, the Cisco Jabber app launches and is used to make the call.

Once this option is selected and at any point if you uncheck this check box, the calling behavior defaults to Use the email domain of the user.

Click Save and confirm Yes.

Override calling behavior group level settings at the user level

Before you begin

Make sure that the user has the Unified CM license. For more information, see: Edit service licenses for individual users.
Make sure that the user is a part of a user group with the calling template assigned.

Go to Management > Users and select the user that you want to modify.

Select Calling > Calling Behavior.

Update the following calling behavior settings:

Select Use the email domain of the user to apply your organization's domain (default option), or select the Use UC Manager Profile for calling and choose a created UC Manager profile from the dropdown.
Select the Open Cisco Jabber from the Webex app check box to allow the Unified CM user to make calls directly in Cisco Jabber or through Webex. When a user makes call in Webex App, the Cisco Jabber app launches and is used to make the call.

Once this option is selected and at any point if you uncheck this check box, the calling behavior defaults to Use the email domain of the user.

Click Save and confirm Override setting.

The marking Overridden displays beside the updated field. To revert to the group template settings, click Actions > Reset. To view the details of calling template inherited by the user, click Actions > View inheritance.

The Reset option is available only when the inherited settings are overridden for the user.