Managing Webex for Cisco BroadWorks

Provision Customer Organizations

In the current model, we automatically provision the customer organization when you onboard the first user through any of the methods described in this document. Provisioning happens only once for each customer.

Provision Users

You can provision users in these ways:

  • Use APIs to create Webex accounts

  • Assign Integrated IM&P (flowthrough provisioning) with trusted emails to create Webex accounts

  • Assign Integrated IM&P (flowthrough provisioning) without trusted emails. Users provide and validate email addresses to create Webex accounts

  • Allow users to self-activate (you send them a link, they create Webex accounts)

Public Provisioning APIs

Webex exposes public APIs to allow Service Providers to integrate Webex for Cisco BroadWorks subscriber provisioning into their existing provisioning workflows. The specification for these APIs is available on If you wish to develop with these APIs, contact your Cisco representative to get Webex for Cisco BroadWorks.

Wholesale customers will be rejected by these APIs.

Flowthrough Provisioning

On BroadWorks, you can provision users with the Enable Integrated IM&P option. This action causes the BroadWorks provisioning adapter to make an API call to provision the user on Webex. Our provisioning API is backwards-compatible with the UC-One SaaS API. BroadWorks AS requires no code change, only a configuration change to the API endpoint for the provisioning adapter.

Subscriber provisioning on Webex can take considerable (several minutes for the initial user within an enterprise). Webex performs the provisioning as a background task. So, success on flowthrough provisioning indicates that the provisioning has started. It doesn't indicate completion.

To confirm that users and the customer organization are fully provisioned on Webex, you must sign in to Partner Hub and look in your Customers list.

BroadWorks trunking users can have Webex for BroadWorks via a shared call appearance (SCA). The trunking user will need to have the Authentication service assigned. As described in the BroadWorks Trunking Solution Guide Section 8, this allows the authentication of the SCA Webex appearance to be separate from the common trunk authentication. Webex for BroadWorks cannot be provisioned for trunking users with the Route List or Direct Route features assigned.

User Self-Activation

To provision BroadWorks users in Webex, without assigning the Integrated IM&P service:

  1. Sign in to Partner Hub, and find the BroadWorks Settings page.

  2. Click View Templates.

  3. Select the provisioning template you want to apply to this user.

    Remember that each template is associated with a cluster and your partner organization. If the user is not in the BroadWorks system associated with this template, the user cannot self-activate with the link.

  4. Copy the provisioning link and send it to the user.

    You may also want to include the software download link, and remind the user they need to supply and validate their email address to activate their Webex account.

  5. You can monitor the user's activation status on the selected template.

For more information, see User Provisioning and Activation Flows.

Provisioning with Untrusted Emails

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

Move Webex Users to Webex for Cisco BroadWorks

To move existing Webex users to Webex for Cisco BroadWorks, refer to the below table to determine which procedure to follow.

Existing Webex user belongs to a…

Follow these processes to move the user

Consumer organization or self-signup (e.g., free account, trial account)

If Webex for BroadWorks organization does not exist (no users are provisioned):

  • Provision Users—Follow normal provisioning to add the first user as an admin user. This moves the account for the first user automatically and creates the Webex for BroadWorks organization. User consent is required to move susbsequent users (use the below procedure).

If Webex for BroadWorks organization exists (at least one user is provisioned):

Customer organization

Move User (with Consent) to Webex for Cisco BroadWorks

Use this procedure to move an existing Webex user who is in a consumer organization or has a self-signup account (free account or trial account) to Webex for Cisco BroadWorks. Note that the Webex for Cisco BroadWorks organization must exist (with the first user provisioned). In this case, you can use one of these options to move users:

  • Move User (with Trusted Email)—Uses flow-through provisioning with trusted emails

  • Move User (with Untrusted Email)—Uses flow-through provisioning with untrusted emails

  • Self-Activation

If the Webex for Cisco BroadWorks organization is not yet created (no users are provisioned), follow normal provisioning processes (Provision Users) to create the organization and add the first user as an administration user. After the first user is provisioned into the organization, follow the consent-based methods in this procedure to move subsequent users.

Move User (with Trusted Email)

If the onboarding Customer Template uses Trusted Emails, the partner administrator can move subsequent users with this process:

  1. Administrator adds the user.

    • The user gets pushed to the BroadWorks Provisioning Bridge.

    • The CI lookup determines that this user has another Webex account with this email address.

    • An automated email is sent to the user.

  2. User opens the email and clicks Activate Account. The user is redirected to the Webex Consumer portal.

  3. User logs in to Webex.

  4. User clicks Delete to delete the old Webex account.

    • Old Webex account is deleted.

    • User is provisioned to Webex for Cisco BroadWorks using the same email address.

    • User is directed to Download page.

Move User (with Untrusted Email)

If the onboarding Customer Template uses Untrusted Emails, the user’s email address must first be validated. The administrator can follow this process to move subsequent users:

  1. Administrator adds the user.

    • The user gets pushed automatically to the BroadWorks Provisioning Bridge.

    • A text with an activation link is sent to the user.

  2. User clicks the Activation link and enters their email address.

    • The CI lookup determines that this user has another Webex account with this email address.

    • An automated email is sent to the user.

  3. User opens the email and clicks Join Now.

    • The email address is validated.

    • User is redirected to log in to the Webex Consumer portal.

  4. User logs in to Webex.

  5. User must click Delete to delete the old Webex account.

    • Old Webex account is deleted.

    • User is provisioned to Webex for Cisco BroadWorks using the same email address.

    • User is directed to Download page.

Self-Activation Flow

If the user has an existing BroadWorks account, they can use the Self-Activation process to move their account.

  1. The user logs in to the User Access Portal URL using BroadWorks credentials.

  2. User enters their email address.

    • User gets pushed to BroadWorks Provisioning Bridge.

    • An automated email is sent to the user email address.

  3. User opens the email and clicks the Join Now link, which validates the email address.

    • CI finds user has existing Webex account. User must delete the old account before they can continue.

    • User is redirected to log in to Webex.

  4. The user logs in to the Consumer Portal.

  5. The user clicks Delete Account.

    • The old Webex account is deleted.

    • The user is provisioned a new Webex for Cisco BroadWorks account with the same email address.

Attach Webex for BroadWorks to Existing Organization

If you are a partner administrator adding Webex for BroadWorks services to an existing Webex customer organization, which is not yet associated with a partner managed BroadWorks enterprise, the customer organization administrator MUST approve administrator access for the provisioning request to succeed.

Organization administrator approval is needed if any of the following are true:

  • The existing customer organization has 100 users or more

  • The organization has a verified email domain

  • The organization domain is claimed

If none of the criteria above are true, then an Automatic Attach may occur.

In an Automatic Attachment scenario, a Webex for BroadWorks subscription is added to an existing customer organization without any notification to the existing org administrator or end user. In most cases your Partner Org will be given Provisioning Admin rights. However, if the customer org has no licenses or only suspended/canceled licenses, then you will be made a Full Admin.

With Provisioning Admin access, you will have limited visibility in Control Hub to the users in the existing org. It is recommended that you contact the customer admin and request Full Admin access to the org.

Partner administrators can complete the following procedure to add BroadWorks calling services to an existing Webex org:

In Partner Hub, the Provisioning Existing Organizations toggle must be enabled within that org's Customer Template settings (the toggle is on by default).


The partner administrator provisions Webex for Cisco BroadWorks for the customer. The following occurs:

  • Organization attachment fails with a 2017 error (Unable to provision Subscriber into an Existing Webex Organization). (An error will not be received during an Automatic Attachment.)

  • An email notification is generated and is sent to the customer org administrators (up to five admins). The email notification highlights the partner administrator email (as configured in the Customer Template within Partner Hub) and asks the org administrator to approve the partner administrator as an external administrator. The customer org administrator must approve the request and provide the partner administrator with full administrator access to the customer org.


With full administrator access, the partner administrator can complete the process of provisioning calling services. You will need to re-attempt the Provisioning of the customer starting from Step 1 above. However, now as an external Full Admin, you should not observe the error 2017.

Once the provisioning of calling services is completed, the existing customer org will be visible as a customer underneath the Webex for BroadWorks Partner Org.

The attached org’s name will not change to the BroadWorks enterprise name. The name of the attached org will be remain as it was prior to the attach process.

Conditions of Org Attachment

  • The email address of the first BroadWorks subscriber provisioned must match the email address of an existing user in the targeted customer org. Otherwise, a new customer org will be created.

  • The first user from the existing org who is provisioned for Webex for BroadWorks is not provisioned as an admin user. Settings and entitlements from the existing org are retained.

  • The organization’s existing authentication settings take precedence over what is configured on the Webex for BroadWorks provisioning template. As a result, there is no change to how existing users log in.

    • However, if the existing customer organization has basic branding enabled, after the attach occurs the Partner's Advanced branding settings will take precedence. If the customer wants the basic branding to remain intact, then the partner must configure the customer organization to override branding in the Advanced Branding settings.

  • The name of the existing organization will not change.

  • There is no change to the email suppression flag setting in the existing org’s settings. This may affect newly provisioned users. Depending on how the flag is set, new users may or may not receive an email with a code that must be entered in order to complete activation.

  • Restricted Admin Mode (set by the Restricted by Partner Mode toggle) is turned off for the attached org.

  • Make sure to complete the organization attachment process (moving existing users and updating the organization ID), before you provision new users into the Webex for Cisco BroadWorks organization.

  • A BroadWorks enterprise can be associated with one Webex organziation only. You cannot provision subscribers from a single BroadWorks enterprise into separate Webex organizations.

Add External Administrator

For the steps that customer organization administrators can follow to add the partner administrator as an external administrator, see the Approve External Administrator Request article on

The customer admin must provide the external admin with the Full Administrator rights and privileges.

The email address that the customer organization administrator adds as an external administrator must match the partner administrator's email address as configured in the Customer Template on Partner Hub.

After adding the email from the Customer template on Partner Hub as a Full Administrator, any additional partner admins will also need to be added as an external admin with Full Administrator rights.

Detach Webex for BroadWorks from Existing Organization

Follow these steps to detach Webex for BroadWorks from an existing Webex organization. For example, if you attached Webex for BroadWorks to an existing organization by accident and want to remove the attachment.

In Standard flow detaching Webex for BroadWorks from an existing Webex organization (standard flow only) will delete all associated subscriber data and deactivate the customer’s Webex for BroadWorks subscription. Also, you will lose access to the customer organization if this is the only associated subscription. In Hybrid flow the customer subscriptions are not modified.

  1. If you don’t have access to the customer settings in Control Hub, have the customer administrator grant you external administrator access by following Approve External Administrator Request.

  2. Remove all Webex for BroadWorks workspaces from the organization. Use the Remove a BroadWorks Workspace API.

  3. Remove all Webex for BroadWorks subscribers from the organization. Use the Remove a BroadWorks Subscriber API.

  4. Remove pending Webex for BroadWorks users from the organization. For example, if users were provisioned via the untrusted email flow, and valid emails have not yet been entered, the users are left in a pending state. Follow Verify User Provisioning with Untrusted Emails to delete the users.

  5. Delete the BroadWorks Calling configuration for this customer. Open the customer's Control Hub instance, click Hybrid, under BroadWorks Calling section delete all configurations.

After completing the detachment, if you want to attach Webex for BroadWorks to the customer, follow the provisioning processes to attach to an existing customer.

An alternative option to remove subscribers if you don't want to use the Remove a BroadWorks Subscriber API is to go into BroadWorks CommPilot and remove the Integrated IM&P service for the affected users.

Manage Users and Organizations

To manage users in Webex for Cisco BroadWorks, remember that the user exists both in BroadWorks and in Webex. Calling attributes and the user's BroadWorks identity are held in BroadWorks. A distinct email identity for the user, and its licensing for Webex features, are held in Webex.

Verify User Provisioning with Untrusted Emails

If you are provisioning Webex for BroadWorks users using flow-through provisioning with untrusted emails, users must self-provision by entering their email address in the User Activation Portal. If the user encounters an error, they can use the Try again option that displays in the portal to make another attempt. If the user reencounters the error, the administrator can use the below steps in Partner Hub to review the status and either onboard the user, delete the user, or apply configuration changes.


Sign in to Partner Hub and select Settings.


Scroll to BroadWorks Calling and select View Templates. Select the appropriate Customer Template.


Under User Verification, verify that the following settings are set to ensure that flow-through provisioning with untrusted emails is configured properly:

  • The Untrusted Emails option must be checked
  • The Share Link field must point to the Activation link. If everything is configured, users can attempt to self-provision via the User Activation Portal.

After user provisioning occurs, in the User Verification section, click Show User Status to check provisioning status.

The User Status view displays the list of users along with details such as the BroadWorks ID, selected package type, and the current Status, which shows if the user is provisioned, or if there is pending requirement.

For users with errors or pending requirements, click the three dots on the right and choose one of the following administrative options:

  • Retry Activation—Click this option to retry onboarding the user. In the popup window, enter a valid email address and click Onboard.
  • Delete User—This option may be appropriate if you need to change the configuration in order to allow onboarding. After you delete the user and make your changes, the user can try onboarding once again.
  • Change Package Type—Change the setting from one package to another:
  • Copy Error Text—Click this option to copy the error text.

Additional View Options

The following additional options are available when viewing the list of users:

  • Export—Click this button if you want to export the user list to a CSV file.

  • Exclude provisioned users—Enable this toggle if you want to view only users with pending requirements or errors.

Change User ID or Email Address

User ID and Email Address Changes

Email ID and Alternate ID are the BroadWorks user attributes used with Webex for Cisco BroadWorks. The BroadWorks User ID is still the primary identifier of the user in BroadWorks. The following table describes the purposes of these different attributes, and what to do if you need to change them:

Attribute in BroadWorks Corresponding Attribute in Webex Purpose Notes
BroadWorks User ID None Primary identifier You cannot change this identifier and still link the user to the same account in Webex. You can delete the user and recreate if it’s wrong.
Email ID User ID

Mandatory for flow-through provisioning (creating Webex User ID) when you assert that you trust email

Not required in BroadWorks if you do not assert that you can trust emails

Not required in BroadWorks if you allow subscribers to self-activate

There is a manual process to change this in both places if the user is provisioned with the wrong email address:

  1. Change user’s email address in Control Hub

  2. Change Email ID attribute in BroadWorks

Do not change the BroadWorks user id. This is not supported.

Alternate ID None Enables authn of user, by email and password, against BroadWorks User ID Should be the same as the Email ID. If You cannot put the email in the Alternate ID attribute, users will have to enter their BroadWorks User ID when authenticating.

Change User Package in Partner Hub


Sign in to Partner Hub and click Customers.


Find and select the customer organization where the user is homed.

The organization overview page opens in a panel on the right of the screen.


Click View Customer.

The customer organization opens in Control Hub, showing the Overview page.

Click Users, then find and click the affected user.


In the Profile tab, look in the Package section and click the arrow (>) to expand the view.


Select the package you want for this user (Basic, Standard, Premium or Softphone) and click Save.

Control Hub shows a message that the user is updating.


You can close the user details and the Control Hub tab.

Standard and Premium packages have distinct meeting sites that are associated with each package. When a subscriber with administrator privileges with one of these two packages moves to the other package, the subscriber shows up with two meeting sites in Control Hub. The subscriber’s host meeting capabilities and meeting site align to their current package. The previous package's meeting site and any previously created content on that site, such as recordings, remain accessible to the meeting site admin.

It may take two to three hours for new PMR settings that result from a package change to update.

Delete Users

There are a variety of methods that administrators can use to delete a user from Webex for Cisco BroadWorks:

If the user that you are going to delete has administrator privileges, assign a new administrator before you delete the user. There is no automatic transfer of the administrator role should the last administrator be deleted.

Webex for Cisco BroadWorks API

Partner administrators can use the Webex for Cisco BroadWorks API to delete users:

  1. Run the Remove a BroadWorks Subscriber API request at This request removes the Webex for Cisco BroadWorks subscription. The user is no longer billed as a Webex for Cisco BroadWorks user and is treated as a free Webex user.

  2. Run the Delete a Person API request at to delete the user completely.

Flow-through Provisioning

Partner administrators can use flow-through provisioning to delete users:

  1. On the BroadWorks server, remove the IM+P Integrated service from the user. You can disable the service for the user from the User – Integrated IM&P page on BroadWorks. For a detailed procedure, see "Configure Integrated IM&P" in the Cisco BroadWorks Application Server Group Web Interface Administration Guide – Part 2.

    After the service is disabled, flow-through provisioning removes the Webex for Cisco BroadWorks susbscription from the user. The user is no longer billed as a Webex for Cisco BroadWorks user and is treated as a free Webex user.

  2. In Control Hub, find and select the user.

  3. Go to Actions and select Delete User.

Control Hub (Customer Administrators)

Customer administrators can use Control Hub to delete users from their organization. For details, see Delete a User from Your Organization in Webex Control Hub at

Delete Organization

Follow this procedure to delete a Webex for Cisco BroadWorks organization from the system.


Use the People APIs to delete all users from the organization:

  1. Run the List People API to obtain a list of users.

  2. Run the Delete a Person API to delete the users.

The Remove a BroadWorks Subscriber API removes Webex for Cisco BroadWorks entitlements from a user, but does not delete the user.

If Directory Sync is turned on, disable it. This can be done via Partner Hub or via the public API.

To disable Directory Sync via Partner Hub:

  1. Sign in to Partner Hub and click Settings.

  2. Under BroadWorks Calling, click View Templates and select the appropriate template.

  3. Click the Show customer sync status list button in the side panel.

  4. For the appropriate customer, click the three dots on the far right and select Disable sync.

To disable Directory Sync via API, use the Update Directory Sync for a BroadWorks Enterprise API and disable the enableDirSync setting.

All users related to BroadWorks Directory Sync for this organization will be deleted. Note that the removal of users (using either method) may take some time depending on the quantity of users.


After all of the users are removed, use the Delete an Organization API to delete the organization.

Release Management

Release Management controls in Partner Hub make it easy for Webex for Cisco BroadWorks Service Providers to manage releases by giving them the ability to control the release cadence by which users' Webex Apps upgrade to the latest software.

By default, the Webex App uses Automatic upgrades (Cisco-controlled monthly releases). However, with this feature, partner administrators can:

  • Configure customized release schedules with deferrals from the Cisco-default release schedule

  • Configure a single release schedule and cascade that schedule to all of the customer organizations that they manage

  • Assign different release schedules to different customer organizations

For more information about Release Management, including information on how to configure and apply customized release schedules, see the Webex article Release Management Customizations.

Reconfigure the System

You can reconfigure the system as follows:

  • Add a BroadWorks Cluster in Partner Hub

  • Edit or Delete a BroadWorks Cluster in Partner Hub

  • Add a Customer Template in Partner Hub

  • Edit or Delete a Customer Template in Partner Hub

Edit or Delete a BroadWorks Cluster in Partner Hub

You can edit or remove a BroadWorks cluster in Partner Hub.


Sign in to Partner Hub with your partner admin credentials at


Go to Settings and find the BroadWorks Calling section.


Click View Clusters.


Click the cluster that you want to edit or delete.

The cluster details display in a flyout pane on the right.

You have these options:

  • Change any details you need to change, and then click Save.
  • Click Delete to remove the cluster, then confirm.


    If there are many customers (>50) in the BroadWorks cluster, operations such as updating XSI Actions, XSI Events, DAS URL, XSP URL, or DND sync are not supported. In such instances, it is recommended to contact a Cisco TAC support engineer for assistance.

    If a template is associated with the cluster, you can’t delete a cluster. Delete the associated templates before you delete the cluster. See Edit or Delete a Customer Template in Partner Hub.

The cluster list updates with your changes.

Edit or Delete a Customer Template in Partner Hub

You can edit or delete customer templates in Partner Hub.


Sign in to Partner Hub with your partner admin credentials at


Go to Settings and find the BroadWorks Calling section.


Click View Templates.


Click the template that you want to edit or delete.


You have these options:

  • Edit any details that you need to change, and then click Save.
  • Click Delete to remove the template, then confirm.




Provisioning account name / password

User-supplied strings

You do not need to re-enter the provisioning account details when editing a template. The empty password/password confirm fields are there to change the credentials if you need to, but leave them empty to keep the values you originally supplied.

Prefill user email address in login page


It can take up to 7 hours for a change in this setting to take effect. That is, after you enable it, users may still need to enter their email addresses at the login screen.

The cluster list updates with your changes.

Webex Assistant

Webex Assistant for Meetings is an intelligent, interactive virtual meeting assistant that makes meetings searchable, actionable, and more productive. You can ask Webex Assistant to follow up on action items, take note of important decisions, and highlight key moments during a meeting or event.

Webex Assistant for Meetings is available for free for Premium and Standard package meeting sites and Personal Meeting Rooms. Support includes both new and existing sites.

Enable Webex Assistant for Meetings

Webex Assistant is by default enabled for both Standard and Premium package Broadworks Customers.

Partner Administrators and Customer Organization Administrators can disable the feature for Customer Organizations through Control Hub.


The following limitations exist for Webex for Cisco BroadWorks:

  • Support is limited to Premium and Standard package meeting sites and Personal Meeting Rooms only.

  • Closed captioning transcriptions are supported in English, Spanish, French, and German only.

  • Content sharing via email can be accessed only by users within your organization

  • Meeting content is not accessible to users outside your organization. Meeting content is also not accessible when shared between users of different packages from within the same organization.

  • With the Premium package, post-meeting transcriptions are available whether Webex Assistant is enabled or disabled. However, if local recording is selected, post-meeting transcripts or highlights are not captured.

  • With the Standard package, Record meeting on cloud option is not available and so post-meeting transcriptions are not available whether Webex Assistant is enabled or disabled. However, if local recording is selected, even then post-meeting transcripts or highlights are not captured.

Additional Information About Webex Assistant

For user information on how to use the feature, see Use Webex Assistant in Webex Meetings and Events.

Disable Webex Calls

Free Webex calling is enabled by default letting users place free calls to any Webex-enabled device. However, if you want all calls to use the BroadWorks infrastructure, you can disable Webex calls within a customer template, which disables that option for the customer organizations that use the template.

Feature Support

When Webex Calling is disabled, the following conditions apply to Webex for Cisco BroadWorks users:

  • Users no longer see Call with Webex as a selectable call option on the Webex App.

  • Users cannot place or receive free Webex calls to non-Webex for Cisco BroadWorks users. This includes calls initiated from a Webex team space, Call History, Contacts, by entering the other user's URI or email address in the Search bar.

  • Screen sharing works within a BroadWorks call.

  • Webex meetings, and telephony presence still work, even if Webex Calls are disabled.

Disable Webex Calls (New Customer Template)

While configuring a new customer template, you can configure whether Webex calls are enabled or disabled by checking or unchecking the Disable Cisco Webex Free Calling check box within the Add a new template wizard. This setting will be picked up for users in customer organizations that you assign to the template.

For details on configuring a new customer template, see Configure Your Partner Organization in Partner Hub.

Disable Webex Calls (Existing Customer Template)

Follow this procedure to disable Webex calls from an existing customer template. This will disable the feature for all new users in customer organizations that use this template.

  1. Sign in to Partner Hub at

  2. Choose Settings.

  3. Click View Template and choose the appropriate customer template.

  4. Click Disable Cisco Webex Free Calling.

  5. Click Save.

Disable Webex Calls (Existing User)

Disabling this feature on a Customer Template changes the setting only for new users who are assigned to the template. To disable Webex Calls for an existing user, you can follow one of the below procedures to update the user.

Make sure that you have already completed one of the above procedures to disable Webex Calls from the Customer Template to which the user is assigned. Otherwise, either of the below procedures will reconfigure the user with Webex Calls enabled.

If you are using flow-through provisioning, you can do the following:

  1. Open CommPilot and go to the user configuration.

  2. Remove the Integrated IM+P service from the user and click OK.

  3. Add the Integrated IM+P service to the user and click OK.

Otherwise, you can use the API to update the user.

  1. Use the Remove a BroadWorks Subscriber API to delete the user.

  2. Use the Provision a BroadWorks Subscriber API to add the user.

Disable Video or Screen Sharing within Calls

Partner administrators can use configuration tags to disable video calls and/or screen sharing within a call from the Webex App (by default, both media types are enabled for calls).

For full configuration details and options, see Disable Video Calls and Disable Screen Sharing in the Webex for Cisco BroadWorks Configuration Guide.

For video, you can also configure whether incoming call media defaults to video or audio only.

Busy Lamp Field / Call Pickup Notification

Busy Lamp Field (BLF) / Call Pickup Notification leverages the BLF and Directed Call Pickup features. A BLF user receives an audio and visual notification on the Webex App when a user from the BLF monitored list receives an incoming call. The BLF user can Ignore or Pick up the monitored user’s call.

BLF / Call Pickup Notification helps in situations where a user needs to answer calls for other team members who may be working in a different location.

Users can also see their BLF monitored list in the Multi-Call Window - Watchlist section - (Windows only, Mac not supported) to see the presence of their Webex and non-Webex team members. Webex members will have a full Webex presence. Non-Webex members must be directory synced into Webex, and they will only have "unknown" and "in-a-call" states (ringing state will trigger the call pickup dialog).

Limitations of Presence for Non-Webex users:

  1. Presence is not supported for non-CI broadworks users, even if they are in the BLF list.

  2. CI users without Webex cloud entitlement or machine type of accounts (workspaces) only show ‘in-call’ and ‘unknown’ presence. There is no active, ringing, etc. status.

  3. Non-Webex users from the BLF watch list, who started a call before the Webex client was started or while it was offline will be shown with an ‘unknown’ presence.

  4. Losing your connection means all the non-Webex in-call states will be reset to ‘unknown’ upon reconnecting.

  5. If a non-Webex user from the BLF holds a call they will continue to be shown as ‘in a call’.


Make sure that the following patches are applied on BroadWorks. Install only the patches that apply to your release:

For R22:

  • AP.platform.22.0.1123.ap382053



  • AP.xsp.22.0.1123.ap382053

  • AP.xsp.22.0.1123.ap382362



For R23:

  • AP.platform.23.0.1075.ap382053





  • If you're using XSP:

    • AP.xsp.23.0.1075.ap382053

    • AP.xsp.23.0.1075.ap382362

  • If you're using ADP:

    • Xsi-Actions-23_2022.01_1.200.bwar

    • Xsi-Events-23_2022.01_1.201.bwar (or later)

For R24:




  • ap383520

  • Xsi-Actions-24_2022.01_1.200.bwar

  • Xsi-Events-24_2022.01_1.201.bwar (or later)

Make sure that the following configuration tags are enabled on the Webex App:

  • <busy-lamp-field enabled="%ENABLE_BUSY_LAMP_FIELD_WXT%">

  • <display-caller enabled="%ENABLE_BLF_DISPLAY_CALLER_WXT%"/>

  • <notification-delay time=”%BLF_NOTIFICATON_DELAY_TIME_WXT%”/> (this tag is optional)

You must activate feature 101642 Enhanced Xsi Mechanism For Team Telephony on the AS:

AS_CLI/System/ActivatableFeature> activate 101642

Enable X-BroadWorks-Remote-Party-Info on the AS using the below CLI command as some SIP call flows require this feature:

AS_CLI/System/DeviceType/SIP> set <device_profile_type> supportRemotePartyInfo true

Make sure that the following services are assigned to users:

  • Assign the Directed Call Pickup service for all users

  • Set up the Busy Lamp Field for users

Configure Busy Lamp Field on BroadWorks

Partner administrators can use the following procedure to set up the Busy Lamp Field for a user.

  1. Sign in to BroadWorks CommPilot.

  2. For a selected user, go to Client Applications and configure the Busy Lamp Field.

  3. Add the URL of the BLF list that will be monitored.

  4. Use the search parameters to locate and add users to the Monitored Users list.

  5. Click OK.

Slido Integration Support

Webex for Cisco BroadWorks supports Webex App integration with Slido.

Slido is an easy-to-use audience engagement tool. It helps people to get the most out of meetings by bridging the gap between speakers and their audiences. When Slido is integrated into your Control Hub organization, your users can add the Slido app to their meetings in Webex App. This integration brings additional Q&A and polling functionality to the meeting.

For additional information on how to deploy and use Slido with the Webex App, see Integrate Slido with Webex App.

Webex Availability: In a Calendar Meeting

When you have accepted a meeting in your Outlook client that is an appointment, ad hoc meeting, or a non-Webex meeting, your Webex availability appears as “In a calendar meeting”. This availability lets your colleagues know that you are otherwise engaged and that a response may be delayed.

To enable this feature:

  1. navigate to the General tab of your Settings tab on Windows or Preferences on Mac.

  2. Check the box to Show when in a calendar meeting.

For users with the Outlook presence integration enabled, “In a calendar meeting” in Webex maps to “Busy” in Outlook.


For this feature to work you must have the Webex app and Outlook client running at the same time.

We are currently working to support the ‘Show as Working Elsewhere’ option in Outlook to not show a user as “In a calendar meeting” in Webex.

If a user chooses to disable “Show when in a calendar meeting” while they are currently in a calendar meeting, their presence will not update until the meeting has ended. This will require a client restart to pick up.

Automatic Answer with Tone

With automatic answer with tone, users can make a call from a third-party app, such as Contact Center, and the call is routed automatically through the Webex App on their desktop. When the Webex App rings the other party, the user hears a certain tone, advising them that the call is connecting.

For a Webex for Cisco BroadWorks user to use this feature:

  • The feature is supported on the primary line appearance only

  • The Webex App must be the primary line appearance

  • The %ENABLE_AUTO_ANSWER_WXT% tag must be enabled

If the user also has Shared Call Appearances (for example, a desk phone is configured as one of the secondary line appearances), the feature is still supported on the primary appearance so long as the shared call appearances are configured to not to receive incoming calls. This can be accomplished by configuring either of the following three conditions on BroadWorks for all shared call appearances:

  • Alert all appearances for Click-to-Dial calls is disabled in the Shared Call Appearance configuration—this is the recommended approach


  • Allow Termination to this location must be disabled for all shared call appearances or


  • Locations are disabled for all shared call appearances

Increasing Capacity

XSP Farms

We recommend you use the capacity planner to determine how many additional XSP resources you need for the proposed increase in subscriber numbers. For either of the dedicated NPS or dedicated Webex for Cisco BroadWorks farms, you have the following scalability options:

  • Scale dedicated farm: Add one or more XSP servers to the farm that needs extra capacity. Install and activate the same set of applications and configurations as the farm’s existing nodes.

  • Add dedicated farm: Add a new, dedicated XSP farm. You’ll need to create a new cluster and new templates in Partner Hub, so you can start adding new customers on the new farm, to relieve pressure on existing farm.

  • Add specialized farm: If you are experiencing bottlenecks for a particular service, you may want to create a separate XSP farm for that purpose, taking into consideration the co-residency requirements listed in this document. You may need to reconfigure your Control Hub clusters and DNS entries if you change the URL of the service that has a new farm.

In all cases, the monitoring and resourcing of your BroadWorks environment is your responsibility. Should you wish to engage Cisco assistance, you can contact your account representative, who can arrange professional services.

Managing HTTP Server Certificates

You must manage these certificates for mTLS authenticated web applications on your XSPs:

  • Our chain of trust certificate from Webex cloud

  • Your XSP’s HTTP server interfaces’ certificates

Chain of Trust

You download the chain of trust certificate from Control Hub and install it on your XSPs during your initial configuration. We expect to update the certificate before it expires, and notify you of how and when to change it.

Your HTTP Server Interfaces

The XSP must present a publicly signed server certificate to Webex, as described in Order Certificates. A self-signed certificate is generated for the interface when you first secure the interface. This certificate is valid for one year from that date. You must replace the self-signed certificate with a publicly signed certificate. It’s your responsibility to request a new certificate before it expires.

Restricted by Partner Mode

Restricted by Partner Mode is a Partner Hub setting that partner administrators can assign to specific customer organizations to limit the organization settings that customer administrators can update in Control Hub. When this setting is enabled for a given customer organization, all of that organization's customer administrators, irrespective of their role entitlements, are unable to access a set of restricted controls in Control Hub. Only a partner administrator can update the restricted settings.

Restricted by Partner Mode is an organization-level setting rather than a role. However, the setting restricts specific role entitlements for customer administrators in the organization to which the setting is applied.

Customer Administrator Access

Customer administrators receive a notification when Restricted-by-Partner Mode is applied. After login, they will see a notification banner at the top of the screen, immediately under the Control Hub header. The banner notifies the customer administrator that Restricted Mode is enabled and they may not be able to update some calling settings.

For a customer administrator in an organization where Restricted by Partner Mode is enabled, the level of Control Hub access is determined with the following formula:

(Control Hub access) = (Organization Role entitlements) - (Restricted by Partner Mode restrictions)


When Restricted-by-Partner Mode is enabled for a customer organization, customer administrators in that organization are restricted from accessing the following Control Hub settings:

  • In the Users view, the following settings are not available:

    • Manage Users button is greyed out.

    • Manually Add or Modify Users—No option to add or modify users, either manually or via CSV.

    • Claim Users—not available

    • Auto-assign Licenses—not available

    • Directory Synchronization—Unable to edit directory sync settings (this setting is available to Partner-level admins only).

    • User details—User settings such as First Name, Last Name, Display Name and Primary Email* are editable.

    • Reset Package—No option to reset the package type.

    • Edit Services—No option to edit the services that are enabled for a user (e.g., Messages, Meetings, Calling)

    • View Services status—Unable to see full status of Hybrid Services or Software Upgrade Channel

    • Primary Work Number—This field is read-only.

  • In the Account view, the following settings are not available:

    • Company Name is read-only.

  • In the Organization Settings view, the following settings are not available:

    • Domain—Access is read-only.

    • Email—The Suppress Admin Invite Email and Email Locale Selection settings are read-only.

    • Authentication—No option to edit Authentication and SSO settings.

  • In the Calling menu, the following settings are not available:

    • Call Settings—The App Options Call Priority settings are read-only.

    • Calling Behavior—Settings are read-only.

    • Location > PSTN—The Local Gateway and Cisco PSTN options are hidden.

  • Under SERVICES, the Migrations and Connected UC service options are suppressed.

Enable Restricted by Partner Mode

Partner administrators can use the below procedure to enable Restricted by Partner Mode for a given customer organization (the default setting is enabled).

  1. Sign in to Partner Hub ( and select Customers.

  2. Select the applicable customer organization.

  3. In the right-hand settings view, enable the Restricted by Partner Mode toggle to turn the setting on.

    If you want to turn Restricted by Partner Mode off, disable the toggle.

If the partner removes the restricted administrator mode for a customer administrator, the customer administrator will be able to perform the following:

  • Add Webex for Wholesale users (with the button)

  • Change packages for a user

Partner Analytics

Control Hub improvements make it easy for partner administrators to view and update package information on behalf of their users. This feature provides the ability for partners to get an aggregated view across all customers and includes the following details:

  • Total users by package (Softphone, Basic, Standard, Premium)

  • User by package trend (Daily/Weekly/Monthly)

  • Customers with # of packages assigned

For full details on how to use Partner Analytics, see the Webex article Analytics for Webex for Wholesale and Webex for Broadworks packages in Partner Hub.

Billing Report APIs

Webex for Developers provides public APIs that can be used for monthly billing reports. Partner administrators can use these APIs to create, list, get and delete billing reports. The following table lists the APIs, the type of access required and the role requirements.

Billing API


Type of Access

Role Requirement for API

(Admin requires at least one of these roles)

Create a BroadWorks Billing Report

Used to generate a billing report.

Write access

  • Full Administrator

  • Full Sales Administrator

List BroadWorks Billing Reports

Used to list the reports that are available to view.

Read Access

  • Full Administrator

  • Full Sales Administrator

  • Read-only Administrator

Get a BroadWorks Billing Report

Used to obtain a copy of a generated report.

Read Access

  • Full Administrator

  • Full Sales Administrator

  • Read-only Administrator

Delete a BroadWorks Billing Report

Used to delete a generated report.

Write Access

  • Full Administrator

  • Full Sales Administrator

Billing Fields

The following table lists the fields that are contained in the generated report.




Partner name or Partner Org Id


Partner Unique Billing Identifier or C-Number


The Service Provider-supplied unique identifier for the subscriber's enterprise.


The Customer Internal Trial Status (Yes/No)


The userID of the subscriber on BroadWorks


A unique identifier for the subscriber in question in Webex




Date when subscriber was provisioned.


Date when billing starts in this month


Date when billing ends in this month


The package type that is being charged


Prorated quantity for billing.

  • 1—indicates a full month

  • Once you generate a billing report for a specific period, you cannot regenerate that report unless you first delete the existing report.

  • If you change either the package type or BroadWorks userID for a given user, the report for the month where the change occurred shows multiple entries for that user with separate prorated entries before and after the change.

Troubleshooting Webex for Cisco BroadWorks

Subscribe to the Webex Status Page

First check when you experience an unexpected interruption of service. If you haven't changed your configuration in Control Hub or BroadWorks before the interruption, check the status page. Read more about subscribing for status and incident notifications at Webex Help Center.

Use Control Hub Analytics

Webex tracks usage and quality data for your organization and your customer’s organizations. Read more about the Control Hub Analytics on Webex Help Center.

Network Issues

Customers or users are not being created in Control Hub with flowthrough provisioning:

  • Can the application server reach the provisioning URL?

  • Are the provisioning account and password correct, does that account exist in BroadWorks?

Clusters are consistently failing connectivity tests:

The mTLS connection to authentication service is expected to fail when you create the first cluster in Partner Hub, because you need to create the cluster to get access to the Webex certificate chain. Without that, you cannot create a trust anchor on the authentication service XSPs, so the test mTLS connection from Partner Hub is not successful.

  • Are the XSP interfaces publicly accessible?

  • Are you using the correct ports? You can enter a port in the interface definition on the cluster.

Interfaces Failing Validation

Xsi-Actions and Xsi-Events Interfaces:

  • Check that the interface URLs are correctly entered on the cluster in Partner Hub, including the /v2.0/ at the end of the URLs.
  • Check the firewall allows communication between Webex and these interfaces.

  • Review the interface configuration advice in this document.

Authentication Service Interface:

  • Check that the interface URLs are correctly entered on the cluster in Partner Hub, including the /v2.0/ at the end of the URLs.
  • Check the firewall allows communication between Webex and these interfaces.

  • Review the interface configuration advice in this document, with particular attention to:

    1. Make sure you shared RSA keys across all XSPs.
    2. Make sure you provided AuthService URL to the web container on all XSPs.
    3. If you edited the TLS cipher configuration, check that you used the correct naming convention. The XSP requires that you enter the IANA name format for the TLS ciphers. An earlier version of this document incorrectly listed the required cipher suites in the OpenSSL naming convention.
    4. If you are using mTLS with Authentication Service, are the Webex client certificates loaded on your XSP/ADP trust store? Is the app (or the interface) configured to require client certificates?

    5. If you are using CI token validation with Authentication Service, is the app (or interface) configured to not require client certificates?

Client Issues

Verify the Client is Connected to BroadWorks

  1. Sign in to the Webex app.

  2. Check that the Calling Options icon (a handset with a gear above it) is present on the sidebar.

    If the icon is not present, the user may not yet be enabled for the calling service in Control Hub.

  3. Open the Settings/Preferences menu and go to the Phone Services section. You should see the status SSO Session You're signed in.

    If a different phone service, such as Webex Calling, is shown, the user is not using Webex for Cisco BroadWorks.

This verification means:

  • The client has successfully transveresed the required Webex microservices.

  • The user has successfully authenticated.

  • The client has been issued a long-lived JSON web token by your BroadWorks system.

  • The client has retrieved its device profile and has registered to BroadWorks.

Client Logs

All Webex app clients can Send Logs to Webex. This is the best option for mobile clients. You should also record the user email address and approximate time the issue occurred if you are seeking assistance from TAC. For more information, see Where Do I Find Support for Webex?

If you need to manually collect logs from a Windows PC, they are located as follows:

Windows PC: C:\Users\{username}\AppData\Local\CiscoSpark

Mac: /Users/{username}/Library/Logs/SparkMacDesktop

User Sign-In Issues

mTLS Auth Misconfigured

If all users are affected, check the mTLS connection from Webex to your Authentication Service URL:

  • Check that either the authentication service application, or the interface it uses, are configured for mTLS.

  • Check that the Webex certificate chain is installed as a trust anchor.

  • Check that the server certificate on the interface/application is valid, and signed by a well-known CA.

License Overage Message

This message may appear for a customer on the Customers view of Partner Hub. This message appears when the license usage exceeds what the license allows. The message can be ignored.

Troubleshooting Guide

For detailed information on troubleshooting Webex for Cisco BroadWorks, refer to the Webex for Cisco BroadWorks Troubleshooting Guide.


Steady State Support Policy

The Service Provider is the first point of contact for the end customer (enterprise) support. Escalate issues that the SP can't resolve to TAC. BroadWorks server version support follows the BroadSoft policy of the current version and two previous major versions (N-2). Read more at BroadSoft products lifecycle policy section in BroadSoft Lifecycle Policy and BroadWorks Software Compatibility Matrix.

Escalation Policy

  • You (Service Provider/ Partner) are the first point of contact for end customer (enterprise) support.

  • Issues that cannot be resolved by the SP are escalated to TAC.

BroadWorks Versions

Self-Support Resources

  • Users can find support through the Webex Help Center, where there is a Webex for Cisco BroadWorks-specific page listing common Webex app help and support topics.

  • The Webex app can be customized with this help URL and a problem report URL.

  • Webex app users can send feedback or logs directly from the client. The logs go to the Webex cloud, where they can be analyzed by Webex DevOps.

  • We also have a Help Center page dedicated to administrator-level help for Webex for Cisco BroadWorks.

Collect Information for Submitting a Service Request

When you see errors in Control Hub, they might have attached information that can help TAC to investigate your problem. For example, if you see a tracking ID for a particular error, or an error code, save the text to share with us.

Try to include at least the following information when you’re submitting a query or opening a case:

  • Customer Organization ID and Partner Organization ID (each ID is a string of 32 hex digits, separated by hyphens)

  • TrackingID (also a 32 hex digit string) if the interface or error message provides one

  • User email address (if a particular user is experiencing issues)

  • Client versions (if the issue has symptoms noticed through the client)