In this article
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Customer Assist
    Key features of Webex Calling Customer Assist
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Customer onboarding and provisioning
    Onboarding prerequisites
    Synchronize and migrate users for Customer Assist roles
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Dial plan and call routing configuration
    Dial plan
    Calling routing
    SIP Trunk configuration in Webex Calling
    SIP Trunk configurations in Unified Communications Manager
    Interoperability call flow example
June 08, 2026 | 1325 view(s) | 1 people thought this was helpful
Configure Webex Calling Customer Assist for Unified Communications Manager
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Integrate Webex Calling Customer Assist call center capabilities into Unified Communications Manager through a hybrid model with seamless call routing and collaboration.

Customer Assist

Webex Calling now supports hybrid deployment models for Customer Assist, enabling organizations to leverage cloud-based agent capabilities while maintaining their existing on-premises infrastructure. This model supports a phased adoption of advanced customer experience features without requiring a complete telephony infrastructure overhaul. This "partitioned" approach allows businesses to migrate Agents and Supervisors to Webex Calling to utilize advanced Customer Assist features, while the rest of the workforce remains on Unified CM or Dedicated Instance (DI).

Customer Assist is best suited for customers who require basic, professional contact center capabilities and do not need the advanced features of a comprehensive contact center solution.

The solution ensures seamless interaction across platforms and provides the following capabilities:

  • Seamless Unified CM Integration and Interoperability: Ensures high-quality call routing and communication between Webex Calling agents and on-premises Unified CM employees through Local Gateway (LGW).

  • Webex Calling for Customer Assist agents and supervisors: Users who need advanced contact center functionalities are provisioned on the Webex Calling platform. They use Webex App to access the Customer Assist features and calling capabilities.

  • Enhanced collaboration: Enables hybrid communication between Customer Assist agents (on Webex Calling) and other employees (on Unified CM).

  • Integrated Agent and Supervisor Workspace: Agents and supervisors can access an integrated environment within Webex App for calls, messaging, and meetings.

  • Flexible PSTN options: Supports Cloud Connected PSTN (CCPP) and premise-based PSTN across both cloud and on-premises platforms.

  • (Optional) Unified CM Directory Synchronization: Automatically synchronizes Unified CM users and entities (with phone numbers or extensions) to Cisco Common Identity. Enable Customer Assist agents on Webex Calling to easily search for and call colleagues on Unified CM. This allows administrators to migrate users by location and assign them as agents within the cloud environment.

  • Unified CM with other employees: Other employees within the organization remain provisioned on their existing Unified CM platform.

Key features of Webex Calling Customer Assist

Webex Calling Customer Assist provides the following capabilities:

  • Advanced call queues: Supports intelligent routing, queue management, and customizable call flows.

  • Agent management: Provides tools for agents to manage their availability, handle calls, and access customer context.

  • Supervisor features: Includes real-time monitoring, reporting, and coaching capabilities.

  • Analytics and reports: Monitors your environment effectively by using analytics and reports to track live queue status, evaluate agent performance, and access inbound call statistics.

  • AI integration roadmap: AI features in Webex App, offering capabilities like caller intent, suggested responses, call summaries, sentiment analysis, and AI assistants.

For more information, see Webex Calling Customer Assist.

Customer onboarding and provisioning

Onboarding prerequisites

You can onboard users in one of the following ways:

Each agent and supervisor in a hybrid deployment requires a Webex Calling Customer Assist license, which includes a Webex Calling Professional license. For more information, see Purchase license.

Synchronize and migrate users for Customer Assist roles

In Control Hub, administrators can assign Agent or Supervisor roles to specific users based on available license entitlements.

Before you begin

Configure the dial-plan as per your location and region.

1

After your partner registers you, sign in to Control Hub. Then, review your organization settings. Ensure that you configure and validate the following:

  1. Add and verify your domain—In Control Hub, add and verify the domain (for example, example.com) that matches your on-premises user login credentials.

  2. User Synchronization—For on-premises servers, use the Directory Connector application to synchronize user information from your LDAP server. For cloud-based identity providers like Okta or Azure, the synchronization happens directly through Control Hub.

  3. Sign in to the connector—Open the Cisco Directory Connector and sign in using your administrator credentials.

  4. Configure search criteria—Define the domain and specific base path (Distinguished Name) to locate the users you intend to synchronize.

  5. Synchronize users—From the identified list, select the users to migrate and initiate the synchronization to Control Hub. Set your preferences for synchronization. See Set your preferences.

  6. Verify and license users—Ensure the correct license is in place for user migration, and verify that specific licenses are available for using Customer Assist.

For users migrating from Unified CM to Webex Calling using the migration tool, only Calling Professional or CX Essentials licenses can be assigned during migration. See Migrate Unified CM data to Webex Calling.

2

(Optional) To ensure the best user experience, enable Single Sign-On (SSO) on Unified CM-Webex App for basic authentication. For more information, see Set up and test Single-Sign-On (SSO).

You can set up SSO so that users authenticate with your Enterprise Identity Provider using their Enterprise credentials for logging and calling functionalities. If you have enabled SSO for Cisco Directory Connector integration, the Microsoft Edge WebView2 runtime plug-in is installed.
3

Once users are active in the multi-tenant domain, assign them to their respective Agent or Supervisor roles within Customer Assist.

Configuring Customer Assist includes all the Webex Calling professional capabilities, Call Queue features, and some additional key features accessible through Webex App for both agents and supervisors. To add an agent or supervisor and assign roles or queues, see Webex Calling Customer Assist.
4

To support hybrid connectivity for on-premises users, configure LGW or PSTN breakout. This facilitates bidirectional call routing between on-premises systems and the Webex Customer Assist queue.

For more information, see Dial plan and call routing configuration. For details on the LGW configuration, see Configure Local Gateway on Cisco IOS XE for Webex Calling.
5

To improve user, administration, and migration capabilities, Webex Cloud-Connected UC enhances on-premises deployments for Cisco Hybrid Calling.

We recommend that you enable the following services on Webex Cloud-Connected UC to gather information about your on-premises deployment and view analytics data:

  • Presence Status Synch

  • Directory Service

  • Operational Metrics

See Set up Webex Cloud-Connected UC for on-premises devices.

Dial plan and call routing configuration

This section details the necessary configuration across Webex Calling, the Local Gateway, and Unified CM to enable seamless call routing and dial plan integration. These steps are important for facilitating calls between the Unified CM environment and Webex Calling, allowing Customer Assist to function as an overlay service.

Dial plan

A dial plan enables you to define a validation criteria for the Directory Number (DN) that an agent uses to sign in to the Agent Desktop, and for the DN that an agent uses for outdialing. You can choose your continent and country to find your outbound and emergency dial plans.

For more information, see Configure your Webex Calling dial plan.

Calling routing

For more information, see Configure trunks, route groups, and dial plans for Webex Calling.

SIP Trunk configuration in Webex Calling

CCPP as a PSTN option is supported for both agents and supervisors on Webex Calling, as well as for users on Unified CM.

Customer Assist supports Agent Caller ID, which requires a specific Dual Header configuration. Ensure that your SIP Profile rules are configured to meet these requirements for proper Agent Caller ID functionality.

The Agent Caller ID feature inserts the Queue Caller ID information into the P-Asserted-Identity (PAI) header, requiring dual-header support.

You can create a trunk and route group to and from Webex Calling to the Local Gateway. For instructions on standard Local Gateway configuration, see Configure trunks, route groups, and dial plans for Webex Calling.

Before you begin

You must onboard customers as Webex Calling Customers and create an initial location.

SIP Trunk configurations in Unified Communications Manager

You can create a trunk and route group to and from Unified CM to the Local Gateway. For detailed instructions on Unified CM configuration for Webex Calling, see Configure Unified CM for Webex Calling.

Before you begin

Unified CM clusters must be version 14 and SUs or version 15 and SUs or later.

Interoperability call flow example

Customer Assist supports a range of interoperability features when agents interact with premise-based users. This ensures seamless call handling and advanced telephony operations across both cloud and on-premises environments. The following scenarios outline the supported interactions and call flows when agents forward, transfer, hold/resume, or manage calls involving premise users and shared lines.

  1. Call Transfer (Attended / Unattended / Blind) to Premise Users

    1. The agent receives or initiates a call.

    2. The agent transfers the call (attended or blind) to an on-premise user.

    3. The premise user receives the call and continues the conversation.

  2. Call Hold/Resume from Premise Users

    1. The agent connects the call to a premise user.

    2. The premise user places the call on hold and resumes it as needed.

    3. The call state is maintained throughout the hold/resume actions.

  3. Call Forward to Another Premise User (Forward All / No-Answer / Voicemail)

    1. The agent initiates or is involved in a call to a premise user.

    2. If the premise user has call forwarding enabled (all calls, no-answer, or voicemail), the call is automatically redirected per their settings.

    3. The final recipient or voicemail system receives the call.

  4. Call Transfer by Agent to Premise Hunt Group Number

    1. The agent transfers the call to a premise hunt group.

    2. The hunt group processes the call according to its routing logic and delivers it to an available member.

  5. Call Park / Pickup

    1. The agent or premise user parks the call.

    2. Any authorized user can retrieve (pick up) the parked call from another device or location.

  6. Call Recording Started by Premise Users After Call Transfer from Agent

    1. After an agent transfers a call to a premise user, the premise user can initiate call recording (if enabled on their system).

    2. The recording captures the ongoing conversation from that point.

  7. Shared Line Premise User Attended the Call

    1. A call is transferred or forwarded to a shared line.

    2. Any premise user assigned to the shared line can answer and manage the call.

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