You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.

Requirements

  • Your partner must be an authorized Webex Calling VAR partner and have accepted the new Webex Calling Addendum through enrollment into the Webex Calling VAR PSTN program.

  • Your partner will place an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).

Limitations

  • Cisco Calling Plan service is currently available to specified countries and regions.

  • Existing Webex Calling locations cannot transition to Cisco Calling Plan.

  • Toll-free numbers are not currently available. You cannot order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plan.

  • You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.

  • Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.


    Number porting is not available with a Webex Calling trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Click Manage next to PTSN Connection.

3

Select Cisco PSTN and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

With the Cisco Calling Plan, you can order new phone numbers directly from Cisco through Control Hub.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • When requesting new numbers, you can enter specific numbers or a block of consecutive numbers. You can also allow the system to assign numbers from the search inventory based on the country, state, area code, and prefix you select.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.

3

Specify the numbers you want to order by selecting the Country, State, and the Area Code or City to search by.

4

Enter how many numbers you want auto-selected for you and click Search.

You are provided a list of available numbers based on your selected criteria.

5

Click the numbers you would like to order, then click Order.

6

On the order submission confirmation page, select PSTN Orders to check your order status. This brings you to the PSTN Orders page.

7

Accept the Terms of Service to activate the new numbers.

Final PSTN Order Page - TOS

 

The Terms of Service link is only available to customer administrators. Partners only see a message that the Terms of Service needs to be signed by the customer.

With the Cisco Calling Plan, you can order blocks of telephone numbers directly from Cisco through Control Hub.

Before you begin

  • Ordering blocks of numbers is only available for customers with a paid subscription.

  • The maximum number of block numbers that can be ordered is 100.

  • Numbers ordered in a block can only be deleted if the entire block is deleted.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and select Order New Numbers, click Next.

3

Select the toggle for Get a Set of Numbers that Follow Each Other in Order.

4

From the drop-down, select the quantity of block numbers needed.

5

Specify State and use either Area Code/Prefix or City as your search criteria, and click Search.

6

Select from the list of available blocks of numbers provided, based on your search criteria, and click Order.

7

On the order submission confirmation page, select the PSTN Orders to check your order status. This brings you to the PSTN Orders page.

8

Accept the Terms of Service to activate the new numbers.

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

Before you begin

  • Enable Cisco Calling Plan for your site before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF formate from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free)

    • Current PSTN provider account information

    • Customer Service Record (CSR) if available

    • Your account PIN if one exists


    When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to keep, and then click Save & continue.


 

A portability check is automatically run when numbers are entered. Highlighted numbers are considered non-portable. Further review of these instances is supported by PSTN Technical Support.

Add number errors
4

Enter your account information with your current provider. Make sure that the information entered matches your current provider bill. Click Next.

5

Upload a bill from your previous provider. Make sure the bill is from the last 30 days and is in PNG or PDF format. Click Next.

6

Enter your first and last name and job title to sign the Letter of Agency (LOA). Click Sign & Submit.

7

Review your order and click Next.

8

The order submission screen shows a summary of your port order. Click Done.


 

Control Hub conducts a preliminary error check before a port order is submitted. If there are any issues found with a port order, administrators receive an email notification and an error message appears on the PSTN Orders screen.

PSTN Order Page - Port Error

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

  1. From the customer view in https://admin.webex.com, go to Calling and then click PSTN Orders.

    Every order submitted is assigned a status.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.

1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, please see Cisco VoIP Number Policy.

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plan support is provided by various support divisions, depending on your need.

Table 1. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plan offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Open a support case

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plan FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.

Requirements

  • Your partner must be an authorized Webex Calling VAR partner and have accepted the new Webex Calling Addendum through enrollment into the Webex Calling VAR PSTN program.

  • Your partner will place an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).

Limitations

  • Cisco Calling Plan service is currently available to specified countries and regions.

  • Existing Webex Calling locations cannot transition to Cisco Calling Plan.

  • Toll-free numbers are not currently available. You cannot order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plan.

  • You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.

  • Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.


    Number porting is not available with a Webex Calling trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Click Manage next to PTSN Connection.

3

Select Cisco PSTN and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

Your location information is automatically populated on the Case Details Screen.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.


When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN Orders.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.

1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, please see Cisco VoIP Number Policy.

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plan support is provided by various support divisions, depending on your need.

Table 2. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plan offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Open a support case

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plan FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.

Requirements

  • Your partner must be an authorized Webex Calling VAR partner and have accepted the new Webex Calling Addendum through enrollment into the Webex Calling VAR PSTN program.

  • Your partner will place an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).

Limitations

  • Cisco Calling Plan service is currently available to specified countries and regions.

  • Existing Webex Calling locations cannot transition to Cisco Calling Plan.

  • Toll-free numbers are not currently available. You cannot order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plan.

  • You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.

  • Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.


    Number porting is not available with a Webex Calling trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Click Manage next to PTSN Connection.

3

Select Cisco PSTN and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

With the Cisco Calling Plan, you can order new phone numbers directly from Cisco through Control Hub.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • When requesting new numbers, you can enter specific numbers or a block of consecutive numbers. You can also allow the system to assign numbers from the search inventory based on the country, state, area code, and prefix you select.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.

3

Specify the numbers you want to order by selecting the Country, State, and the Area Code or City to search by.

4

Enter how many numbers you want auto-selected for you and click Search.

You are provided a list of available numbers based on your selected criteria.

5

Click the numbers you would like to order, then click Order.

6

On the order submission confirmation page, select PSTN Orders to check your order status. This brings you to the PSTN Orders page.

7

Accept the Terms of Service to activate the new numbers.

Final PSTN Order Page - TOS

 

The Terms of Service link is only available to customer administrators. Partners only see a message that the Terms of Service needs to be signed by the customer.

With the Cisco Calling Plan, you can order blocks of telephone numbers directly from Cisco through Control Hub.

Before you begin

  • Ordering blocks of numbers is only available for customers with a paid subscription.

  • The maximum number of block numbers that can be ordered is 100.

  • Numbers ordered in a block can only be deleted if the entire block is deleted.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and select Order New Numbers, click Next.

3

Select the toggle for Get a Set of Numbers that Follow Each Other in Order.

4

From the drop-down, select the quantity of block numbers needed.

5

Specify State and use either Area Code/Prefix or City as your search criteria, and click Search.

6

Select from the list of available blocks of numbers provided, based on your search criteria, and click Order.

7

On the order submission confirmation page, select the PSTN Orders to check your order status. This brings you to the PSTN Orders page.

8

Accept the Terms of Service to activate the new numbers.

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

Before you begin

  • Enable Cisco Calling Plan for your site before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF formate from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free)

    • Current PSTN provider account information

    • Customer Service Record (CSR) if available

    • Your account PIN if one exists


    When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to keep, and then click Save & continue.


 

A portability check is automatically run when numbers are entered. Highlighted numbers are considered non-portable. Further review of these instances is supported by PSTN Technical Support.

Add number errors
4

Enter your account information with your current provider. Make sure that the information entered matches your current provider bill. Click Next.

5

Upload a bill from your previous provider. Make sure the bill is from the last 30 days and is in PNG or PDF format. Click Next.

6

Enter your first and last name and job title to sign the Letter of Agency (LOA). Click Sign & Submit.

7

Review your order and click Next.

8

The order submission screen shows a summary of your port order. Click Done.


 

Control Hub conducts a preliminary error check before a port order is submitted. If there are any issues found with a port order, administrators receive an email notification and an error message appears on the PSTN Orders screen.

PSTN Order Page - Port Error

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

  1. From the customer view in https://admin.webex.com, go to Calling and then click PSTN Orders.

    Every order submitted is assigned a status.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.

1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, please see Cisco VoIP Number Policy.

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plan support is provided by various support divisions, depending on your need.

Table 3. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plan offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Open a support case

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plan FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.

Requirements

  • Your partner must be an authorized Webex Calling VAR partner and have accepted the new Webex Calling Addendum through enrollment into the Webex Calling VAR PSTN program.

  • Your partner will place an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).

Limitations

  • Cisco Calling Plan service is currently available to specified countries and regions.

  • Existing Webex Calling locations cannot transition to Cisco Calling Plan.

  • Toll-free numbers are not currently available. You cannot order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plan.

  • You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.

  • Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.


    Number porting is not available with a Webex Calling trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Click Manage next to PTSN Connection.

3

Select Cisco PSTN and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

Your location information is automatically populated on the Case Details Screen.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.


When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN Orders.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.

1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, please see Cisco VoIP Number Policy.

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plan support is provided by various support divisions, depending on your need.

Table 4. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plan offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Open a support case

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plan FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.

Requirements

  • Your partner must be an authorized Webex Calling VAR partner and have accepted the new Webex Calling Addendum through enrollment into the Webex Calling VAR PSTN program.

  • Your partner will place an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).

Limitations

  • Cisco Calling Plan service is currently available to specified countries and regions.

  • Existing Webex Calling locations cannot transition to Cisco Calling Plan.

  • Toll-free numbers are not currently available. You cannot order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plan.

  • You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.

  • Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.


    Number porting is not available with a Webex Calling trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Click Manage next to PTSN Connection.

3

Select Cisco PSTN and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

Your location information is automatically populated on the Case Details Screen.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.


When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN Orders.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.

1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, please see Cisco VoIP Number Policy.

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plan support is provided by various support divisions, depending on your need.

Table 5. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plan offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Open a support case

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plan FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.

Requirements

  • Your partner must be an authorized Webex Calling VAR partner and have accepted the new Webex Calling Addendum through enrollment into the Webex Calling VAR PSTN program.

  • Your partner will place an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).

Limitations

  • Cisco Calling Plan service is currently available to specified countries and regions.

  • Existing Webex Calling locations cannot transition to Cisco Calling Plan.

  • Toll-free numbers are not currently available. You cannot order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plan.

  • You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.

  • Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.


    Number porting is not available with a Webex Calling trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Click Manage next to PTSN Connection.

3

Select Cisco PSTN and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

Your location information is automatically populated on the Case Details Screen.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.


When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN Orders.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.

1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, please see Cisco VoIP Number Policy.

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plan support is provided by various support divisions, depending on your need.

Table 6. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plan offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Open a support case

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plan FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.

Requirements

  • Your partner must be an authorized Webex Calling VAR partner and have accepted the new Webex Calling Addendum through enrollment into the Webex Calling VAR PSTN program.

  • Your partner will place an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).

Limitations

  • Cisco Calling Plan service is currently available to specified countries and regions.

  • Existing Webex Calling locations cannot transition to Cisco Calling Plan.

  • Toll-free numbers are not currently available. You cannot order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plan.

  • You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.

  • Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.


    Number porting is not available with a Webex Calling trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:

1

From the customer view in https://admin.webex.com, go to Calling > Locations and select the location you want to update.

2

Click Manage next to PTSN Connection.

3

Select Cisco PSTN and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

Your location information is automatically populated on the Case Details Screen.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.


When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN Orders.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.