Overview of call behavior and assign calling entitlements

This feature allows administrators to configure the calling client settings, including mixed-mode deployment for organizations with users entitled with Unified CM or Webex Calling and users without paid calling services from Cisco. The administrator can configure Jabber or Webex App for Unified CM entitlements, and Webex Calling app or Webex App for Webex Calling entitlements. For users without paid calling services from Cisco, there is an option to launch third-party applications for calling services. The specific call behavior options depend on the user’s license type.

The options available for the call behavior setting depends on the license(s) assigned to a user:

You can set up users with a Webex Calling license for either the Webex App, Webex Calling app, or third-party apps.
You can set up users with a Unified CM license for either the Webex App or Jabber app.
You can set up users without a paid calling service from Cisco to use third-party apps to initiate calls. By default, all calls will use Call on Webex.

You can set the options for calling behavior for both Unified CM and Webex Calling users at the Organizational and User levels.

You cannot configure this setting at the location level, and you cannot configure third-party application services at the user level.

To enable Webex Calling, Unified CM, and users without a Cisco paid calling service calling behavior settings at the organizational level

Go to Services > Calling > Client Settings.

Under Calling Behavior section:

For Unified CM users calling behavior, select any one of the options:

Select Use UC Manager Profile for calling and select the profile from the drop-down.

For more information to create and edit Unified CM Profiles, see: UC Manager Profiles in Cisco Webex Control Hub.

Select Open Cisco Jabber from the Webex app, if the organization uses the Jabber app for calling.

For Webex Calling users calling behaviors, select any one of the options:

Make calls in Webex (Webex Calling). This option allows all Webex Calling users to make calls using the Webex App.
Open Webex Calling app from Webex. This option allows users to make calls in the Webex Calling app. Making a call through the main Webex App opens Webex Calling app.
Open third-party app from Webex. This option allows Webex Calling users to make calls in Webex through a third-party app.

For users without paid calling services from Cisco, select Open third-party app from Webex.

To assign Webex Calling and Unified CM calling licenses to users

Go to Management > Users and select the user profile.

Under Profile, go to the Licenses section.

Click Edit Licenses.

In the Services enabled for Webex calling user page, under the Calling section select:

Check Register to Unified Communications Manager (UCM), if the user has a Unified CM license.
Check Webex Calling and associated licenses, to provide Webex Calling behaviors for the user.

Click Save.

You can use only one calling license at a time. However, it is possible to select both Webex Calling and Unified CM registration for migration scenarios. Selecting both calling licenses for individual users provides the administrative screens in Control Hub to configure Webex Calling and end-user access and calling behavior configuration for Unified CM. This configuration allows an end user to have an uninterrupted calling service on Unified CM while the administrator configures Webex Calling. Once the configuration of Webex Calling is done, the administrator can then remove Unified CM entitlement. This completes the migration of the user to Webex Calling.

To override Unified CM organizational settings for calling behavior at the user level

Before you begin

Make sure that the user has the Unified CM license. For more information, see: To assign Webex Calling and Unified CM Calling licenses to users

Go to Management > Users and select the user profile.

Click Calling, go to the Call Behavior section.

Toggle to select Enable User-Level override. This feature allows user-level settings to override the organizational settings.

Disabling Enable User-Level override option reverts the user-level override to the organizational setting.

Set the calling behavior, from the following supported options:

Use my user's email domain or Use UC Manager Profile for calling
Open Cisco Jabber from the Webex app. Allows Unified CM users to make calls directly in Cisco Jabber or through Webex.

What to do next

For more information to create and edit Unified C M Profiles, see: UC Manager Profiles in Cisco Webex Control Hub.

To override Webex Calling organizational settings for calling behavior at the user level