Webex for BroadWorks is a new offering from Cisco that provides your BroadWorks calling customers with Webex collaboration features. Subscribers use a single Webex app for chatting, making calls, and hosting and joining meetings.

As a Webex for BroadWorks partner, we want to make sure you know about the latest administration features being released. Subscribe to this article to receive notifications for future releases.

This article is intended for Service Provider administrators managing Webex for BroadWorks on behalf of your customers. For end-user features, see What's New in Webex.

For technical documentation, see the Webex for BroadWorks Knowledge Portal.

Public APIs for Billing Reconciliation helps partners to reconcile their monthly invoices

Public API updates provide improved billing reconciliation reports that you can use to reconcile customer billing reports. Four APIs have been added to let you:

  • Create a billing report

  • List a billing report

  • Get a billing report

  • Delete a billing report

Consent-Based User Move to Webex for Cisco BroadWorks

This feature provides a simplified and automated process to move existing Webex users in a consumer or self-signup organization to Webex for Cisco BroadWorks. Existing users will receive an email to which they must consent to have a new account opened under Webex for Cisco BroadWorks, but with the same email address as their current account. As part of this process, the existing Webex account is removed.

Directory Sync - BroadWorks Phone Lists

This feature builds on the existing Directory Sync feature by adding personal phone lists, group phone lists and enterprise phone lists to the Directory sync. Users from synced phone lists will appear in directory search results on the Webex App.

Emergency Call Disclaimer

Partners can customize the Emergency Call Disclaimer message that pops up when Calling services initialize in the applications because each Partner may have different behaviors that are custom to their telephony network. For details on how to configure the disclaimer, see Emergency Call Disclaimer.

Unified Call History

This feature syncs call information from the BroadWorks server to the Webex Cloud. Users can view a Unified Call History display on the Webex App that includes a history of their calls and meetings.

Password Reset Link

When BroadWorks authentication is used, the link lets partners provide a mechanism for users to reset their passwords. You can apply the reset link via your Branding configuration. For Branding configuration, see Customize Branding for Customers.

Standard Package Capacity Increase for PMR Meetings

This feature improves Webex Meeting participant limits for Standard Package users. After this update, the Webex Meeting participant limit for meetings that take place in a Personal Meeting Room (PMR) is now 100 participants for Standard users.

Restricted by Partner Mode Updates

Restricted by Partner Mode is updated to restrict modifications to:

  • User’s Primary Work Number

  • Company Name

  • Call Options Priority

Partner Administrators and Full Sales Administrators have the capability to modify these fields, if needed.

Partner SSO

This feature makes it easy for Partners to configure SAML SSO for their customer orgs. Partners can configure a single pre-defined SSO relationship and apply that configuration to all of their customer orgs, and to their own employees as well.

Improved BroadWorks Login Page

The Webex App user login experience is improved for users whom use BroadWorks authentication. So long as the email address that the user enters for CI verification matches their BroadWorks user ID, they won't be prompted to enter the email address a second time during the login process. This update applies only to users whom are configured for BroadWorks-based authentication (as opposed to Webex-based authentication).

In addition to the above update, the BroadWorks login screen is updated so that it more closely aligns with the branding settings.

Disable Callback for BYoPSTN

The Bring Your Own PSTN solution now gives administrators more flexibility to manage how users join Webex Meetings. Administrators now have the option to disable the Meeting Callback option for new customer organizations.

Space Meeting Capacity Increase

Meeting capacities for Space Meetings are increased for Standard and Premium users to the following limits:

  • Standard Package—up to 100 participants per Space meeting

  • Premium Package—up to 300 participants per Space meeting

Directory Sync Updates for Directory Search

The Directory Sync feature is updated to give partner administrators additional control in configuring and managing Directory Sync updates, providing end users with full Directory Search capability on the Webex App. The following enhancements are available to partner administrators via the Partner Hub GUI or public API:

Partner Hub updates:

  • Directory sync is now managed per customer organization rather than per customer template. Partner administrators can view sync details in Partner Hub for the customer organizations that they manage.

  • Directory Sync can be turned on or off for multiple organizations in a single bulk operation.

  • The Sync Now option can be used to complete an on-demand sync for a given organization.

  • Partner administrators can export a detailed summary of the latest sync information to a CSV file.

Public API Updates:

  • Directory sync can be turned on or off for a given customer organization

  • The SYNC_NOW option lets partner administrators complete an on-demand sync for a given customer organization

  • Latest sync details are available for a given customer organization via the API.

  • The trackingId for the sync can be used to obtain a more detailed breakdown via Kibana or Grafana dashboards.

Cross-Origin Resource Sharing

This feature provides a more secure and optimized login process for Service Providers whom choose to manage logins via BroadWorks. For user login, the client reaches out to the BroadWorks deployment directly for the credential check rather than being proxied through Webex Services. This feature requires that you enable a feature toggle in Partner Hub.

Add Webex for BroadWorks to Existing Organization

The Solution Guide is updated with a streamlined process for adding Webex for BroadWorks services to an existing Webex organization.

Control Hub Improvements with Untrusted Email Provisioning

Control Hub updates give Partner administrators more controls in being able to handle provisioning issues with untrusted emails. Administrators have added controls that let them handles add, delete, or retry onboarding. For details, see Verify User Provisioning with Untrusted Emails.

Virtual Desktop Infrastructure Support

Webex for BroadWorks now supports Virtual Desktop Infrastructure (VDI) environments. For details on how to deploy VDI infrastructure, refer to Deployment Guide for Cisco Webex for Virtual Desktop Infrastructure (VDI).

Extension Only Dialing

Extension dialing allows extension-only user onboarding via Self-Provisioning or Flow-thorugh Provisioning. User extensions are stored, and show up on the Webex app, as a work number.

Cisco Webex Serviceability Connector

The Cisco Webex Serviceability Connector service increases the speed with which Cisco technical assistance staff can diagnose issues with your infrastructure. It automates the tasks of finding, retrieving and storing diagnostic logs and information into an SR case. The service also triggers analysis against diagnostic signatures so that TAC can more efficiently identify and resolve issues with your on-premises equipment.

BroadWorks Redundancy Support

The Cisco Webex Cloud Services and Webex Client Apps that need to access the partner network fully support the Broadworks XSP redundancy provided by the partner. When an XSP or site is unavailable for planned maintenance or unplanned reason, the Cisco services and apps are able to advance to another XSP or site provided by the partner in order to complete a request.

Bring Your Own PSTN

The Bring Your Own PSTN (BYoPSTN) solution lets Webex for BroadWorks Service Providers provision phone numbers that they own for users to use when joining Webex Meetings. The solution lets Partners leverage their own PSTN networks and make use of existing relationships with PSTN providers, rather than using Cisco-provided numbers. For details, see Bring Your Own PSTN Solution for Webex for BroadWorks.

Provisioning Updates for Untrusted Emails

Partner Hub now provides a set of controls within the User Status view that lets Webex for BroadWorks Service Provider administrators review user provisioning status and resolve provisioning errors with untrusted emails. For details, see the article Verify User Provisioning with Untrusted Emails.

Control Hub Improvments

Service Provider-level administrators with Control Hub access will be able to update user packages from the User Dashboard.

Tablet Device Config Support

This feature provides end users with the ability to be logged in to mobile and tablet devices simultaneously by introducing a separate device profile for tablet devices. Administrators can now add the corresponding config-wxt.xml file for tablet devices via BroadWorks Device Management. The tablet device profile must be in place in order to have the phone service on the tablet. This feature resolves the issue where end users were automatically logged out when attempting to log into multiple devices.

Group Call Park and Retrieve

Webex for BroadWorks supports Group Call Park and Retrieve. While in a call, a user in the Call Park group can use the Park option on the Webex app to park a call. Another user in the call park group can use the Retrieve call option to retrieve the call and continue the conversation.

This feature is useful in many situations. For example, retail employees in a store setting could use the feature to park a call that could be picked up and continued by someone in another department.

API Improvements

The Webex for BroadWorks API is updated to include new search filters.

For up to date information on API changes, see API Changelog.

Call Recording

Webex for BroadWorks supports four modes of call recording:

  • Always—Recording is initiated automatically when the call is established. The user has no ability to start or stop recording.

  • Always with Pause/Resume—Recording is initiated automatically when the call is established. User can pause and resume recording.

  • OnDemand—Recording is initiated automatically when call is established, but the recording is deleted unless the user presses Start Recording. If user starts recording, the full recording from call setup is retained. After starting the recording, user can also pause and resume recording.

  • OnDemand with User Initiated Start—Recording does not initiate unless the user selects the Start Recording option on the Webex app. The user has the option to Start and Stop Recording multiple times during a call.

To support Call Recording, the following configuration tag has been added, which must be enabled: %ENABLE_CALL_RECORDING_WXT%.

Control Hub Improvements

Control Hub has been updated with improvements for Help Desk support.

New DTAF Files to Support Webex App

To make the new call settings available to subscribers, get the latest Webex App DTAF files from Xchange:

Softphone Only Package

The Softphone Only package type is now introduced to go along with the existing package types (Basic, Standard, Premium). This package uses the Webex app as a softphone client with calling capability, but no messaging capabilities. Users with this package type can join Webex meetings, but cannot start meetings on their own.

December 18

Partner Co-Branding

This release includes enhanced co-branding functionality that lets you customize the colors, logos, and links that appear in the Webex app and in the User Activation Portal that carries through to all your customer orgs.

Authentication Service Optimization

The authentication service between Webex and BroadWorks is enhanced to provide improved security. The new process uses TLS and lets the BroadWorks server validate the Webex token before issuing a BroadWorks long-lived token.

Webex for BroadWorks Enterprise Directory Synchronization

Directory synchronization lets Webex for BroadWorks users use the Webex directory to call any calling entity on the BroadWorks server. This feature syncs the BroadWorks enterprise directory to the Webex CI directory. From the Webex app, users can access the Webex directory to call non-messaging entities such as a conference room phone, fax machine, or a BroadWorks user whom is not provisioned with Webex messaging.

API Improvements

The Webex for BroadWorks API is updated to include the following enhancements:

  • Improved error codes that make troubleshooting easier

  • Better tools for organization management

December 08

Documentation Changes for Webex Rebranding

The Webex for BroadWorks Solution Guide is updated to reflect Webex rebranding. You can download a PDF version, at https://help.webex.com/qtblf0/, which has the change history.

The Webex for BroadWorks Troubleshooting Guide is updated to reflect Webex rebranding and now includes user error messages. You can download a PDF version at https://help.webex.com/qtblf0/, which has the change history.

User Activation Portal

The User Activation Portal user login page has been redesigned to include a white canvas background for better readability.

November 25

Semiconsultative Transfer

End users don't have to wait for the other person to answer. Now, they can complete the transfer as soon as it starts ringing. Note: This feature may take up to 7 days to be deployed to all end users.

Executive Assistant (aka Boss Admin)

You can set up your user as an assistant with the Executive Assistant feature (also known as Boss Admin). With this feature, your end users can make and answer calls on behalf of their boss. If there is more than one boss, the user can select the appropriate line when making a call. And they’ll always know which boss an incoming call is intended for.

New DTAF Files to Support Webex Teams

To make the new Executive Assistant feature available to subscribers, get the latest Webex Teams DTAF files from Xchange:

October 29

New Call Settings

  • Call Back (Mobile)

    With Call Back, subscribers choose how calls happen in Webex Teams depending on their environment. Users will have the option to make work calls using their mobile phone connection, which ensures that calls can be made over the cellular network if data is unavailable. No matter which option is chosen, the work number is always used as the caller ID for easy identification. To activate this feature, users will need to be enabled for Single Number Reach (BroadWorks Anywhere) and Call Back.

Call Settings Webview (CSWV) / Self Care Portal

Webex App can now take advantage of Call Settings Webview, so that you can provide the following call settings to Webex for BroadWorks subscribers:

  • Call Forward - Busy

  • Call Forward - No Answer

  • Call Forward - Not Reachable

  • Simultaneous Ring

  • Sequential Ring

  • Hide Number/Block My Caller ID

  • Voice Messaging Settings

  • Queues (Call Center)

    Users who are enabled for Call Center can see their queues. By selecting the call queues link on the call settings page, they can set their automatic call distribution (ACD) status for their call center queues, and login or logout of their queues.

  • Call Waiting

  • Anonymous Call Rejection

  • Automatic Callback

  • BroadWorks Mobility Settings

  • Do Not Disturb – across all devices

Subscribers see a Self Care Portal in their Webex App call settings, where they can enable these features. See https://help.webex.com/n3x8l4cb.

To make use of this feature you need to deploy the CSWV application on the XSPs you are using with Webex, and modify the Webex App configuration template in BroadWorks.

You can configure CSWV to control which settings are exposed to subscribers in the Self Care Portal.

See the Call Settings Webview section in the Solution Guide.

New DTAF Files to Support Webex App

To make the new call settings available to subscribers, get the latest Webex App DTAF files from Xchange:

October 23

Telephony Presence

Users of the Webex client can now see when another Webex for BroadWorks user is on a call (users can see each others' on-hook/off-hook status in Webex).

Webex uses the Computer Telephony Integration interface (CTI) to subscribe to hook status changes that are published by your BroadWorks system. Webex merges that information with its own presence model, so that other Teams users can see when a Webex for BroadWorks user is on a call.

This works for those Webex for BroadWorks subscribers who use Cisco MPP phones, partner phones, directly integrated mobile phones, and mobile calls that traverse BroadWorks via Fixed Mobile Convergence (FMC).

October 16

Premium Subscriber Packages

The Premium package has been added to the offer. Features include meetings with up to 1000 participants, recording, and more. For more information, see the Feature Matrix.

Change Subscriber Packages

You can now change a subscriber’s package manually through Partner Hub. In the early release, this was only possible using an API call.

Sign in to Partner Hub, open the Customer organization and find the user, then change the package.

Provisioning subscribers with untrusted emails

We no longer mandate that your subscribers have trusted email addresses in BroadWorks. Now when you assign the Integrated IM&P service to the subscriber in BroadWorks, Webex pauses the user provisioning process until the user provides and validates their own email address. In this mode, you or your customers need to communicate a provisioning link to those subscribers, so they can activate their Webex accounts

Subscriber self-activation

This new provisioning mode does not require you to assign the Integrated IM&P service to the subscribers in BroadWorks. What you do instead is send them a provisioning link, so that they can supply and validate their email addresses to Webex, thus creating and activating their accounts.

Note that the subscribers must be in the same BroadWorks system that you connected to Webex, and they must have BroadWorks telephone numbers. The provisioning links you use are specific to your organization and its provisioning templates.

Enhanced configuration wizards for cluster and template

We added better validation and error messaging into the Cluster creation wizard, due to feedback we received about an early version. The Cluster wizard now checks each interface and provides better error messages, and prevents you from saving the cluster if there are any failed validations.

We also improved the template creation wizard with several new settings to enable you to configure the new provisioning modes.

Subscriber provisioning status page

This new page in Partner Hub is designed yo help you investigate subscriber onboarding issues. It shows the status of the provisioning request for each user, and whether they have yet to supply or validate their email addresses.

Public Release of Webex for BroadWorks Provisioning APIs

With this release, we are opening up the Webex for BroadWorks Provisioning APIs, so that anyone with access to developer.webex.com, whose organizations are entitled to this offer, can use the APIs for managing their subscribers.

Restricted Mode for customer administration

This new feature enables you to restrict the user features that are available to your customers' administrators in Control Hub, so those administrators will not be able to manage users or add new users. This is intended to both support your role as the primary administrator to your customers, as well as keep your customers' billing information in sync with your BroadWorks systems.

First version subscriber packages

We defined the Basic, Standard, and Premium packages, with different features as follows:




Space Meetings

PMR Meetings




3 participants




25 participants

25 participants




25 participants

1000 participants

Partner Hub features for integrating BroadWorks with Webex

When we bring you on board with the Webex for BroadWorks offer, you nominate your first administrator. We create your partner organization, apply the relevant entitlements, and invite your administrator to sign in to Partner Hub. They can create other administrators as necessary.

Your partner administrator then configures your organization, with one or more “Clusters” that contain interfaces for your XSPs, and one or more “Templates” that control how customers and subscribers are provisioned.

Provisioning subscribers with trusted emails (Flow-through provisioning)

Webex requires unique, valid email addresses for user login identities. This option requires that your subscribers have such email addresses in BroadWorks, and that you trust the addresses to be valid and unique.

When you assign the Integrated IM&P service to a subscriber in BroadWorks, the Application Server calls our provisioning API to create a corresponding user in Webex. If the email domain is known to Webex, it adds the user to that existing organization.

If the user’s email domain is not yet known to Webex, Webex creates a new customer organization and makes that first user an administrator of that organization.

Both customer organizations and your partner organization are managed through Partner Hub.

First version of backwards-compatible provisioning API

We designed the subscriber provisioning API to be compatible with the calls made by Application Server, so that the new provisioning target does not require new functionality on Application Server.

If you want to create or augment your provisioning applications, there are additional APIs for subscriber management beyond what is possible from AS.

Notification Push Server authentication proxy

We designed a new NPS authentication model to reflect our strong focus on security. We now provide a proxy where your NPS authenticates to get authorization tokens. It uses these tokens to push notifications to APNS/FCM. The new model is more secure and simplifies the administration of push notifications on your XSP.

Device Management configuration templates for Webex clients

We provide template configuration files for you to apply to BroadWorks and configure for your SIP environment. Webex apps download their configuration via Device Management Service, so that they can register to BroadWorks and start making calls.

We're sharing details about our planned releases for the next 60 days, but keep in mind that we may need to make changes to the features themselves.

Webex for BroadWorks Provisioning Adapter Proxy

This feature provides the ability to proxy AS Flow-through provisioning requests through an ADP.

  • Enhances the Application Server (AS) provisioning flow to allow use of Application Delivery Platform (ADP) proxy.

  • Applies to Flow Through provisioning via the Instant Messaging and Presence (IM&P) Provisioning Adapter.

  • Improves security, avoiding direct connection to the Internet from the AS; instead, provisioning requests are invoked from the ADP.

Control Hub Partner Analytics

Control Hub improvements make it easy for Partner Administrators to view and update package information on behalf of their users.

  • Ability for partner to get aggregated view across all customers

  • User by Package Type – Softphone, Basic, Standard, Premium

  • Provisioning Activity per time period

  • Provisioned vs Pending vs Failed Users

Meetings, Messaging and Calling related analytics planned for subsequent phase

Add External Admin via Public API

This feature lets customer administrators use public APIs to assign an external administrator with full administrator access to existing customer organizations. The external administrator can be from a different partner organization or customer organization. This update lets partners integrate this functionality with their current provisioning flows.

Cisco PSTN and Bring Your Own PSTN Migration

This feature lets partners migrate existing customer organizations between the Cisco PSTN and Bring Your Own PSTN option for meeting joins. To use this feature, partners are required to submit a request to Cisco Ops, who will then migrate all of the partner's existing customer organizations to the requested meeting join type.

E911 RedSky Integration for Emergency Services Calling

This integration provides E911 emergency services for Webex for Cisco BroadWorks users. When a user places an E911 emergency call, RedSky finds the user location and routes the call to the correct Public Safety Answering Point (PSAP), based on user location. Emergency services can be notified and sent to the user location.

To support this service, the Webex App reports its location to the RedSky location service. Whenever a user moves to a new location, the user is prompted to enter their new location, which is provided to the RedSky location service.

This integration will provide compliance to Ray Baum Act Phase II. Full compliance for all devices, including mobile devices such as tablets will be provided by January 2022.

Improved Scale Profile

This testing feature provides additional capacity testing in order to provide a more accurate scaling profile for Webex for Cisco BroadWorks. The results will be used to update the System Capacity Planner so that you can accurately plan for desired network traffic capacities.

Disable Webex Calls

This feature lets Service Providers disable the "Webex Call" option on the Webex App. Webex to Webex calls are also known as free calls. With this feature, Service Providers can ensure that all calls (both audio and video) take place over the BroadWorks infrastructure.

Directory Sync API Updates

Directory Sync APIs are being updated to provide partner administrators with more granular sync options.

Cobranding: Dark Mode Support

This feature adds support for Dark Mode colors and logo (currently, Webex for Cisco BroadWorks supports only the branding of Light Mode colors and logo). The updated settings are cnfigured in Control Hub on the Partner or Organization level. End users can select Dark Mode or Light Mode in the Webex App.

Partner-Level Release Management

Allows Partners to control the Desktop Webex App release. The release Frequency options are:

  • Automatic—Follow Cisco Schedule

  • Latest (Every Month)—Deferral up to 4 weeks

  • Slow (Every Quarter)—Deferral up to 12 weeks

Partner administrators have a number of options to use:

  • Partners can apply a schedule to all of their customer organizations

  • Partners can allow their customer organizations to override the partner-level setting

  • If a custom schedule is applied, administrators can allow individual users to follow the Cisco latest schedule