Configure and manage Webex Calling devices

Add and assign phones to a user

With Control Hub, you can assign devices to users for personal usage and then register those devices to the cloud.

The devices listed here support Webex Calling. While all these devices can be registered using a MAC address, only the following subset can be registered using an activation code:

Cisco IP Phone 6800 Series Multiplatform Phones (Audio phones—6821, 6841, 6851, 6861, 6871)
Cisco IP Phone 7800 Series Multiplatform Phones (Audio phones—7811, 7821, 7841, 7861)
Cisco IP Phone 8800 Series Multiplatform Phones (Audio phones—8811, 8841, 8851, 8861)
Cisco IP Phone 8800 Series Multiplatform Phones (Video phones—8845, 8865)
Cisco IP Conference Phone 7832 and 8832
Cisco Video Phone 8875

Regarding DECT devices, only DECT base devices (not DECT handsets) are available for assignment in Control Hub. After you assign a base unit to a user, you must then manually pair a DECT handset to that base unit. For more information, see Connect the Handset to the Base Station.

From the customer view in https://admin.webex.com, go to Devices and then click Add Device.

You can also add a phone to a user in the user's profile. See how in Manage a device for a user section.

Choose Personal usage to assign a device to a user and then click Next.

Enter either username or the actual name of the phone's owner, choose the user from the results, and then click Next.

Choose the device from the drop-down list, and then click Next.

Choose one of the following options and then click Save.

By Activation Code—Choose this option if you want to generate an activation code that you can share with the device owner. The 16-digit activation code must be manually entered onto the device itself.

Multiplatform phones must have a firmware load of 11.2.3MSR1 or later to display the activation code screen. If phone firmware needs to be updated, point users to https://upgrade.cisco.com/MPP_upgrade.html.

By MAC Address—Choose this option if you know the MAC address of the device. A phone's MAC address must be a unique entry. If you enter a MAC address for a phone that's already registered or you make a mistake when you enter the number, an error message appears.

Limitations may apply when using third-party devices.

If you chose to generate an activation code for the device but you haven't yet used that code, the status of that device reads as Activating in the assigned user's Devices section and the main Devices list in Control Hub. Keep in mind that it may take up to 10 minutes for device status to be updated in Control Hub.

Add a phone to a new workspace

When people are at work, they get together in lots of places like lunch rooms, lobbies, and conference rooms. You can set up shared Cisco Webex devices in these Workspaces, add services, and then watch the collaboration happen.

The key principle of a Workspaces device is that it’s not assigned to a specific user, but rather a physical location, allowing for shared usage.

The devices listed support Webex Calling. While most of these devices can be registered using a MAC address, only the following subset can be registered using an activation code:

Cisco IP Phone 6800 Series Multiplatform Phones (Audio phones—6821, 6841, 6851)
Cisco IP Phone 7800 Series Multiplatform Phones (Audio phones—7811, 7821, 7841, 7861)
Cisco IP Phone 8800 Series Multiplatform Phones (Audio phones—8811, 8841, 8851, 8861)
Cisco IP Phone 8800 Series Multiplatform Phones (Video phones—8845, 8865)
Cisco IP Conference Phone 7832 and 8832
Cisco Video Phone 8875

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

Enter a name for the workspace (such as the name of the physical room), select room type and add capacity. Then click Next.

A workspace name can't be longer than 30 characters and it can't have %, #, <, >, /, \, and " characters.

Choose Cisco IP Phone and then click Next.

Select the device type from the drop-down list, choose whether you want to register the phone with an activation code (if the option appears) or a MAC address, and then click Next. Keep in mind that if you choose to register the device using an activation code, the code is emailed to the designated administrator for the location.

For Webex Calling, you can only add one shared phone to a Workspace.

For Cisco IP Conference Phone 7832, some softkeys may not be available. If you need a full set of softkeys, we recommend that you assign this phone to a user instead.

Assign a Location and Phone Number (determined by the location that you choose). You also have the option of assigning an extension.

Click Save.

To modify or manage the devices assigned to the workspace, see Manage a device for a workspace section.

Reassigning an existing MPP phone to another user or device

To reuse a phone that is assigned to one Webex Calling user/workspace to another Webex Calling user/workspace, follow these steps:

1	From the customer view in https://admin.webex.com, go to the User/Workspace where the device is currently assigned. You can reassign the device in these scenarios: If you wish to delete the user, select Delete User/Workspace to delete the user/workspace and the associated devices. If you wish to delete a device, select Devices and choose the device to delete.
2	On the phone, go to the settings menu and complete these steps to reassign the phone. Select Device administration, then Factory Reset . The phone reboots. On completing the reboot, the phone displays the Activation Code screen. The phone is now ready for reassignment.
3	Follow instructions in the Add and assign phone to user or Add a phone to a new workspace to assign or add a phone to a user/workspace.
4	On adding the device in Control Hub, complete these actions on the phone: For activation code: Enter the activation code. The phone reboots and is on boarded to the new user/workspace. For MAC address: Enter #000 on the Activation Code screen, the phone is reonboarded with Webex Calling and provisions to the new user/workspace.

Add a room device from the Users tab

User's with a Webex Calling professional license can use their personal room system device to make (or receive) external calls using a phone number or use extension-based calling from the device.

Calls made using URI continue to be routed through the Webex App.

From the customer view in https://admin.webex.com, go to Users, and select the user you want to assign the device to.

From the user panel that opens to the right, scroll down to Devices and then choose one of the following options:

If the user has at least one device already assigned—click the icon and then select Add Webex Room Device.
If the user doesn't have any devices already assigned—click Add Webex Room Device.

Copy, email, or print the 16-digit activation code and send it to the user so that they can activate their new device. If the device is in your possession, you can activate the device on the user's behalf.

If the user doesn't activate the device before the code expires, they can generate a new activation code from https://settings.webex.com. Users can also add their own personal devices from there. For more information, see Set Up a Room or Desk Device as a Personal Device.

Add a room device from the Devices tab

User's with a Webex Calling professional license can use their personal room system device to make (or receive) external calls using a phone number or use extension-based calling from the device.

Calls made using URI continue to be routed through the Webex App.

1	From the customer view in https://admin.webex.com, go to Devices.
2	Click on Add Device, and select the Existing User option.
3	Search for the user you'd like to assign the device to, then click Next.
4	Select Cisco Webex Room Device.
5	Copy, email, or print the 16-digit activation code and send it to the user so that they can activate their new device. If the device is in your possession, you can activate the device on the user’s behalf. If the user doesn’t activate the device before the code expires, they can generate a new activation code from https://settings.webex.com. Users can also add their own personal devices from there. For more information, see Set Up a Webex Board, Room or Desk Device as a Personal Device.

Add a room device to a new workspace

When people are at work, they get together in lots of workspaces like lunch rooms, lobbies, and conference rooms. You can set up shared Cisco Webex devices in these Workspaces, add services, and then watch the collaboration happen.

The key principle of a Workspaces device is that it’s not assigned to a specific user, but rather a physical location, allowing for shared usage.

The devices listed here support Webex Calling.

1	From the customer view in https://admin.webex.com, go to Workspaces, and then click Add Workspace.
2	Enter a name for the workspace (such as the name of the physical room), select room type and add capacity. Then click Next.
3	Choose Other Cisco Webex Device and then click Next. Other Cisco Webex Devices include Cisco Webex Room or Desk device, including Cisco Webex Board.
4	Choose one of the following services and click Next: Call on Webex (1:1 call, non-PSTN) —Users can only make Webex App or Webex Session Initiation Protocol (SIP) calls using a SIP address (for example, username@example.calls.webex.com). Webex Calling—In addition to being able to make and receive Webex App and SIP calls, people in this Workspace can use the device to make and receive phone calls from within the Webex Calling numbering plan. For example, you can call your coworker by dialing the phone number 555-555-5555, extension 5555, or SIP address username@example.webex.com but you can also call your local pizzeria.
5	Activate the device by using the code provided. You can copy, email, or print the activation code.

Add and assign devices in bulk

To assign several devices to users and workspaces, you can populate a CSV file with the required information and activate those devices in just a couple of easy steps.

The devices listed here support Webex Calling. You can register all devices using a MAC address; however, register the following subset of devices using an activation code:

Cisco IP Phone 6800 Series Multiplatform Phones (Audio phones—6821, 6841, 6851)
Cisco IP Phone 7800 Series Multiplatform Phones (Audio phones—7811, 7821, 7841, 7861)
Cisco IP Phone 8800 Series Multiplatform Phones (Audio phones—8811, 8841, 8851, 8861)
Cisco IP Phone 8800 Series Multiplatform Phones (Video phones—8845, 8865)
Cisco IP Conference Phone 7832 and 8832
Cisco Video Phone 8875

From the customer view in https://admin.webex.com, go to Devices, click Add Device, and then choose whether you're adding the device to a user or a workspace.

Select Import/upload CSV file.

Choose one of the following options:

Users in my organization—You can get a list of all users in your organization and their associated attributes so you don't have to manually look up each user.

Add device sample template—You can use the available template to enter information such as usernames, type (indicate whether it's a user or a workspace), MAC addresses, and device models. Here are a few things to keep in mind:

Enter a Phone Number, Extension, or both.

Note: These fields were previously titled Directory Number and Direct Line; these column names continue to support for a short time.
For the Username column of the CSV file, ensure to enter the user's email address and not their user ID or their name. You can also insert a workspace name in this column.
We recommend that you limit the number of devices to 1000 per CSV file. If you must add more than 1000 devices, use a second CSV file.
If you enter a workspace that doesn't yet exist, the workspace is automatically created.
To use any Multiplatform Phones, ATA or DECT devices with Webex Calling, set the Device Type to IP.
If Device Type is IP, then a Model is required (for example, Cisco 7841, Cisco 8851, and so on).
If you leave the MAC address column blank, an activation code is generated. Enter the newly generated code on the device.

To create new workspaces to have Room OS devices use WEBEX or WEBEX_CALLING, depending on the desired Calling option.

Use activation codes for the Room OS devices.

If the MAC address is blank, you can choose where the activation code gets sent:

Provide a link—The activation code gets added to a CSV file that you can then download.
Email activation code—If the device is for a workspace, the activation code gets sent to you, as the administrator. If the device is for a user, the activation code is emailed to the user.

Calling Plan—set it to TRUE, to enable Cisco Calling Plan for the newly added workspace. This feature doesn’t work for users, existing workspaces, and workspaces with unsupported location.

Import the populated CSV file.

Click Submit.

Displays the updated status when the devices become active.

Multiplatform devices must be running a firmware load of 11.2.3MSR1 or later for users to enter the activation code on their device. For information about upgrading phone firmware, see this article.

Export a device list

If you want to view the list of devices assigned to users and workspaces, you can export the CSV file.

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

Select multiple devices from the device list and select the Export option. You can choose the fields to include in the CSV file, and export the content to a local folder.

The fields displayed on the CSV file depend on the connection of the device to the platform. Therefore, some fields aren’t available in the output file.

Manage a device for a user

You can add, remove, reboot, check activation, or create a new activation code for the devices that are assigned to users within your organization. This can be helpful to view and manage devices in the users screen, when needed.

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

Select the user and click Devices.

To add a device to this user, click Add Device.

If the user is already assigned a device and you want to add another device, click the

icon next to Devices, and then click Add Device.

For more information on adding the device to a user, see Add and assign phones to a user section.

To modify an existing device, select the device name.

This takes you to the Devices page. Here you can view and edit device settings, delete the device, reboot the device, or create a new activation code for the device, if applicable. For more information about configuring phone settings, see Configure and Update Phone Settings.

If the device added to the user is Webex Aware, then the Webex Aware option is displayed under the devices as shown in the diagram. Webex Aware indicates that the device has onboarded to the Webex platform and has access to Webex Features supported by the phone.

Click Actions to manage the device. Actions help to apply configuration changes or update firmware for the MPP devices.

The Actions tab has these options for a Webex Aware-enabled device:

Apply Changes—Issues request to the phone to download and apply changes to the configuration.
Reboot—Issues request to force reboot the device and download the current configuration.
Report Problem—Issues request to the device to generate and upload a PRT to the cloud.
Delete—Deletes a device that is listed for the user.

Manage a device for a workspace

Devices can be added and managed directly from a workspace profile. Workspace devices can include ATA devices, like fax machines. You can also set up a workspace device as a Hoteling Host. For more information about hoteling, see: Hoteling in Cisco Webex Control Hub.

1	From the customer view in https://admin.webex.com, go to Management > Workspaces.
2	Select the workspace to modify.
3	To add a device, click Add Device in the Devices tile. For more information on adding devices to workspace, see Add a phone to a new workspace and Add a phone to an existing workspace sections.
4	To modify an existing device, select the device name. This takes you to the Devices page. Here you can view and edit device settings, delete the device, reboot the device, and enable the device to be used as a Hoteling Host. For more information about configuring phone settings, see Configure and Update Phone Settings.
5	If the device added to the workspace is Webex Aware, then the Webex Aware option is displayed under the devices as shown in the diagram. Webex Aware indicates that the device has onboarded to the Webex platform and has access to Webex features that are supported by the phone.
6	Click Actions to manage the device. Actions help to apply configuration changes or update firmware for the MPP devices. The Actions tab has these options for a Webex Aware-enabled device: Apply Changes—Issues request to the phone to download and apply changes to the configuration. Reboot—Issues request to force reboot the device and download the current configuration. Report Problem—Issues request to the device to generate and upload a PRT to the cloud. Delete—Deletes a device that is listed for the user.

Configure Lines - Add and reorder lines for an MPP device

Shared line appearance allows you to add lines to a primary device of the user and reorder how the lines appear. This feature allows a user to receive and place calls to and from another user's extension, using their own phone. An example of shared line appearance is an executive assistant who wants to make and receive calls from the boss's line. Shared line appearances can also be another instance of the primary user's line.

The maximum configuration limit is 35 devices for each user phone number, including the desktop or mobile App of the user. You can add additional lines to a workspace phone, but can’t add a workspace phone as a shared line.

When assigning a shared line, you can assign numbers from different Webex Calling locations to devices in a different location. For example, a number (user, workspace, virtual line) from the UK location can be assigned to a device that is assigned to a user in the US location.

For more information on shared line across locations, see: Configuration of shared lines and virtual lines across locations.

When a user adds the Speed dials to their MPP phone, they aren’t visible in the Control Hub. Speed dials can be overwritten on configuring a shared line.

If a user has numbers from other users/groups configured on their devices, you can add a custom label for the shared line. This custom label helps to identify one shared line appearance from the other.

From the customer view in https://admin.webex.com, go to Users or Workspaces (depending on where the device to modify is assigned).

Select the user or workspace to modify and scroll to Devices.

Select the device to add or modify the shared lines, and scroll to Phone Users and Settings.

The users and places that appear on this phone are listed in order of appearance.

To add or remove users or places from this phone, select Configure Lines.

To remove a line, click the icon.

You can't remove the primary user on line 1.

To add a shared line appearance, click the icon.

Add the lines in the order in which you want them to appear. To reorder the line appearance, delete and add to the list in the order you want them to appear.

Enter the name or phone number and select from the options that appear and click Save.

Configure an ATA device for a user

You can configure the ports on an Analog Telephone Adaptor (ATA) device assigned to a user in Control Hub. Currently, the two configurations for ATA devices available are for devices with two ports and devices with 24 ports.

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

Select the user to modify and scroll to Devices.

Select the device where you would like to add or modify.

Under Users on this Device, click Configure Ports.

To add a shared port configuration, click the icon.

Enter the name or phone number and select from the options that appear and then click Save.

Only workspaces without devices appear in the lookup.

If the device requires T.38 fax compression, check the box in the T.38 column or override the user-level compression options, and then click Save.

A workspace can have an ATA. This is useful for fax machines.

Add numbers to your location

You can add phone numbers to desk and room devices in your customer organization at any time, whether you're in the middle of a trial or have been converted to a paid subscription.

We've increased the number of telephone numbers that you can add in Control Hub 250 to 1000.

1	From the customer view in https://admin.webex.com, go to Services > Calling > Numbers then click Add Numbers.
2	Specify the Location and Number Type. If you're porting numbers over, enter both your current and new billing numbers.
3	Click Save.

Check the status of ordered PSTN numbers

You can see a list of PSTN numbers that your organization has ordered. With this information you can see the unused numbers that are available, and the numbers that have been ordered that will soon become available.

From the customer view in https://admin.webex.com, go to Services > Calling > PSTN Orders.

Multiplatform Phone (MPP) connected accessories—Headsets and Key Expansion Modules (KEMs)

When you connect accessories (Headsets/KEMs) to an MPP device, they appear as an inventory item under the Devices tab in the Control Hub. From the Control Hub Devices inventory you can find out the accessory model, the status, and to whom the accessory belongs. When you select an accessory, additional information can be obtained, such as the accessory serial number and current software version. The accessory status field is reported as "online" as long as the accessory is connected to MPP. An MPP-connected headset will automatically upgrade its software with the latest version available from Device Management.

Want to see how it's done? Watch this video demonstration on how to view your accessories in Control Hub.

Table 1. Compatible Headsets
Phone Model	Cisco Headset 520 Series	Cisco Headset 530 Series	Cisco Headset 560 Series	Cisco Headset 730 Series
Cisco IP Phone 8811/8841/8845	—	—	RJ9 & RJ11	—
Cisco IP Phone 8851/8861/8865	USB	USB	USB RJ9 & RJ11	—
Cisco IP Phone 7811/7821/7841/7861	—	—	—	—
Cisco IP Phone 6821/6841/6851/6861	—	—	—	—
Cisco IP Phone 6871	USB	USB	USB	—
Cisco IP Conference Phone 7832/8832	—	—	—	—

Table 2. Compatible Key Expansion Modules
Phone Model	KEM
Cisco IP Phone 8811/8841/8845	—
Cisco IP Phone 8851/8861/8865	BEKEM CP-8800-A-KEM CP-8800-V-KEM
Cisco IP Phone 7811/7821/7841/7861	—
Cisco IP Phone 6821/6841/6861/6871	—
Cisco IP Phone 6851	CP-68KEM-3PCC
Cisco IP Conference Phone 7832/8832	—

To troubleshoot the issues faced with Key Expansion Module (key expansion module) on phones registered to Webex Calling, see Troubleshoot Key Expansion Modules Issues in Webex Calling for details.