Use Voice Call in Cisco Webex Support

You can start a voice call during a support session to make it easier to communicate with customers. Any customer or support representative can use a voice call.

Start or End a Voice Call

This procedure is for a support representative.

Once you start a voice call during a support session, any participating customer or support representative whose system is enabled for Voice over IP (VoIP) can join the voice call.

To participate in a voice call, your customer must use a headset with a microphone.

Before starting a voice call,

  • Ensure that your computer has a sound card and either speakers and a microphone, or a headset with an integrated microphone. For better audio quality and greater convenience, use a computer headset with a high-quality microphone.

  • If you have not fine-tuned your computer's settings for Voice Call, use the Audio Setup Wizard.

    See Set Voice Call Options.

    1Do one of the following:
    • On the CSR dashboard, select the Tools tab, then select Voice Call.

    • On the icon tray, or in the multisession client, select Voice Call.

    2Select Start Voice Call.

    The following occurs:

    • The Volume dialog box appears.

    • A voice call indicator appears near your name.  

    • The Join Voice Call message box automatically appears in the customer's session window. The customer can then choose to participate in the voice call session.

    3To end a voice call, do one of the following:
    • On the CSR dashboard, select the Tools tab, then select the down arrow on Voice Call.

    • On the icon tray, or in the multisession window, select Voice Call.

    4Select End Voice Call.

    Although the voice call ends, the support session continues until you end it.

    Allow a Participant to Speak in a Voice Call

    This procedure is for a support representative.

    Once you start a voice call, up to two participants can speak at a time. You can specify which participants can speak by passing the microphone to a customer or to another support representative.

      1Do one of the following:
      • On the CSR dashboard, select the Tools tab, then select the down arrow on Voice Call.

      • On the icon tray, or in the multisession window, select Voice Call.

      2Select Pass Mic To then select the name of the participant whom you want to allow to speak.

      The Voice Call indicator turns green next to that participant's name. The participant can now speak until you pass the microphone to another participant.

      Leave and Rejoin a Voice Call

      This procedure is for a customer or other support representative.

      During a support session, your customer or an assistant support representative can leave your voice call without leaving the session. They can rejoin the voice call at any time.

        1To leave a voice call, advise your customer to select the down arrow on the Voice Call button then select Leave Voice Call.
        2To rejoin a voice call, advise your customer to select the down arrow on the Voice Call button then select Join Voice Call.

        Set Voice Call Options

        This procedure is for support representatives and customers.

          1To use the Audio Setup Wizard for Voice Call:
          1. Select the Voice Call button.
          2. Select Audio Setup Wizard then follow the directions to specify settings.
          2To set the speaker or microphone volume:
          1. Select the Voice Call button.
          2. Select Volume, then set the speaker or microphone volume as appropriate.

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