The Wholesale Route-to-Market (RTM) is a strategic channel solution that is designed to bring Webex to the SMB segment by leveraging the market power of Service Providers around the world.

As a Wholesale RTM partner, we want to make sure you know about the latest administration features being released. Subscribe to this article to receive notifications for future releases.


 
This article is intended for Service Provider administrators that manage Wholesale RTM on behalf of your customers. For end-user features, see What's New in Webex.

For technical documentation, see the Wholesale Route to Market Knowledge Portal.

June 2024

We will release information on new features as they become available.

May 2024

Customer Experience Essentials

Customer Experience Essentials is a new package expanding the existing Wholesale Webex offer. This will expand on the current Webex customer experience Basic features to include agent and supervisor capabilities within the Webex App.

Features for agents include:

  • Set availability
  • Join call queues
  • View live queue statistics
  • Multi-call window for customer calls on Windows
  • In-call screen pop that includes relevant customer information

Features for supervisors include:

  • Agent monitoring
  • Manage agents: change availability, sign in or sign out agents, join or unjoin agents in the queue
  • View real-time and historical statistics

Related Articles:

Webex Call Recording

Webex Calling introduces built-in Call Recording using the robust recording capability of the Webex platform. Call Recording is included with Webex Calling and Webex Wholesale offers. Webex call recording provides organizations the ability to choose storage location at a Location level to meet their data residency requirements.

This solution ensures that recordings are encrypted in transit and at rest for greater security. The recording solution offer options to handle recording failures, proceed with the call, or terminate the call. Administrators can manage access to end users allowing them to view, download, or delete recordings. Use the enhanced Control Hub or User Hub to access the recording details for administrators and end-users respectively. This solution offers Webhooks for applications to get recording events and APIs to manage the recordings.

For details, see these articles:

User Hub Admin Enhancements

Expanding the capabilities for Customer Admins to administer their accounts directly from User Hub. The enhancements include Auto Attendant & Hunt Group enhancements, Call Queue Management, User settings management, Admin roles, Location Management enhancements, Analytics, and Branding Support.

Partner Hub Wholesale Admin Role Update

For partners who leverage both flex and wholesale they can now assign admin privileges only to admins who manage the Wholesale Route-to-Market.

Rewrite your message using our AI-powered writing assistant—Windows and Mac

Enhance and improve your communication and collaboration with your team, with AI-powered message rewrites. AI Assistant analyses your message and provides options to adapt the style, tone, and content quality, to help you communicate more effectively.

Space and thread summaries—Windows and Mac

When you're busy, or you've been away from the office, catching up with all your spaces and threads can be challenging. AI Assistant generates space and thread summaries to help you quickly catch up on missed messages and conversations in a space. Stay informed on decisions, and key points, and get up to date with the discussion.

Translate messages—Windows and Mac

Break down communication barriers and promote more effective conversation with message translation. Select your preferred language and choose to either live translate all messages in a space or translate an individual message.

April 2024

Set SIP Domain on customer organizations during provisioning

Allows partners to set SIP domain during organization provisioning to avoid Control Hub error when provisioning workspace devices.

Webex Suite Meetings Platform

Webex is enhancing the meeting platform to the Webex Suite meeting platform. This platform improves and simplifies hybrid work across the entire Webex Suite, and incorporates AI-based experiences, with common architecture, administration, and integrations. The new platform converges the meeting experience across Webex applications and devices and delivers continuous collaboration before, during, and after the meeting. To check if you are on this new platform and read about key changes, and new, and forthcoming features, for more informatiom, see Webex Suite meeting platform.

Choose your caller ID—Windows and Mac

When you make follow-up calls to customers, choose a suitable caller ID from a list of call queues your administrator has assigned to you.

Enhancements for multi-call window—Windows

We're renaming the multi-call window to Calling dock. The window can now be docked to the edge of your screen to temporarily hide the window. You’re still notified when you have incoming calls or other notifications. See Webex App | Manage all your phone calls in one place.

March 2024

Calling engagement analytics in Partner Hub

Calling engagement analytics is now available in Partner Hub. Data in this section shows the call usage rate and call quality of the customers that have purchased Webex Calling in your organization. This data shows how you can proactively help your customers, such as if you notice their call quality is trending downwards, you can reach out and troubleshoot their issues before it gets even worse.

Calling users by usage chart in Partner Hub calling engagement analyticsCustomers and call quality chart in Partner Hub calling engagement analytics

Email Customization for Activation Emails

Allows partners to include their Terms of Service and Privacy Statement links in the activation emails.

Custom Tags

Partner admins with >1000 customer organizations can leverage custom labels to easily identify and group customers of interest, subscription, or partner OSS/BSS native identifiers.

Sub-Partner access enhancements in Partner Hub

Partner admins will be able to see and access sub-partner organizations directly from Partner Hub.

February 2024

Vidcast integration

Vidcast integration recording Vidcasts within Webex. Your users can effortlessly record and share Vidcasts within Webex. Admins can also configure their organization's access, fine-tune their Webex integration, manage their data, set their video retention policies, define classifications, and choose languages for translated closed captions in Control Hub. Currently, this feature is only available on the Windows platform.

Slido

Slido is now on by default for all customers (except in Canda & Japan due to data residency restrictions). Users can now login user their user credentials and use Slido as their polling and Q&A tool in meetings.

Audiocodes for Webex Calling

Webex calling now supports adding Audiocodes MP 202 and MP204 ATAs.

SMB Administration Portal (Webex User Hub)

New admin portal experience designed specifically for small and medium businesses. This new portal experience provides a simplified and streamlined user experience for admins who do not need all the complexity of Control Hub. This Simplified Administration will be accessible via an Administration tab in User Hub for those who are assigned as administrators for their organization.

January 2024

Partner Managed Devices

A new device management solution for Partners who need to support third-party devices with customization and at scale.

Email Customization for Activation Emails

Allows partners to include their logo and customize the 'Contact us' information in the activation emails.

December 2023

Multi-line Hold resume across users

Allows users who have shared line functionality to put a call on hold and have it resumed by another user on the same shared line.

September 2023

Transfer calls to an active call-Windows and Mac

When you’re juggling lots of calls, you’ll have an option to transfer a call to somebody you’ve put on hold.

Device Provisioning APIs for Users and workspaces

Webex API capability to add/remove Webex Calling Devices to Webex Calling users and workspaces.

Add Yealink DECT to Webex Calling

Webex calling now supports adding Yealink DECT Bases models W52B, W60B, W70B, W56B And Handset models - W52H, W56H, W73H, W59R.

August 2023

Improved Role Based Access Controls for Restricted Admin User Roles

Allowing Customer Admins to make common changes that are currently restricted, including First Name, Last Name, Display Name, and email address.

Add Polycom Sound Station IP 5000, 6000 to Webex Calling

Webex Calling now supports adding Polycom Sound Station IP 5000 and 6000.

Show redirect information in the multi-call window-Windows

When you receive incoming calls that are redirected, you'll see more information in the multi-call window on where they are from. For example, the hunt group, call queue, or who the call was forwarded by.

June 2023

BroadCloud to Wholesale Automated Migration Tools

A set of tools to allow partners to automate the migration of customers, users, services, and devices from their BroadCloud offer to Wholesale.

Show active calls as an option to transfer (Mobile)

When transferring a call you will now have the option to transfer to another active call that is on hold.

Hot Desking Support MPP8800 Series:

Hot desking allows organizations to make the best use of office space by having employees sign in and book a shared device for their workday.

It gives users the benefits of a personal meeting device, including meeting notifications 5 minutes before the start time. Notifications originate from the user's personal calendar, and they join their meetings with One Button to Push. Hot desking includes the standard Webex Meeting features, such as a personal whiteboard. Users can start a Personal Room meeting from Join Webex, and they get controls for meetings that they host.

May 2023

Catch Up Usage Billing for Sub-Partners

Allows sub-partners to get set up and setup customers without being billed immediately, and allow partners to back bill for customers and usage when they turn on billing.

Block Spam callers - Windows, Mac, iPhone, iPad, and Android

Stay focused on what’s important, and stop unwanted calls directly in the app. Block callers from your recent list or add the number to your block list.

Hot Desking Support for Room OS devices

Hot desking allows organizations to make the best use of office space by having employees sign in and book a shared device for their workday.

It gives users the benefits of a personal meeting device, including meeting notifications 5 minutes before the start time. Notifications originate from the user's personal calendar, and they join their meetings with One Button to Push. Hot desking includes the standard Webex Meeting features, such as a personal whiteboard. Users can start a Personal Room meeting from Join Webex, and they get control over the meetings that they host.

April 2023

Country Specific call-in number for Webex Meetings

The provisioning API will automatically set a default Dial In a number that matches the country defined in the API payload.

Hot Desking Support for MPP 8875, MPP8800 Series

Hot desking allows organizations to make the best use of office space by having employees sign in and book a shared device for their workday.

It gives users the benefits of a personal meeting device, including meeting notifications 5 minutes before the start time. Notifications originate from the user's personal calendar, and they join their meetings with One Button to Push. Hot desking includes the standard Webex Meeting features, such as a personal whiteboard. Users can start a Personal Room meeting from Join Webex, and they get control over the meetings that they host.

March 2023

Cross Region Support for Sub-Partners

Enables partner to have sub-partners in different geographic regions from their own.

Webex Wholesale Information in Customer List

For partners who have multiple offers in the market (flex and Wholesale) they will be able to easily identify which offer each customer has in the customer list in the Control Hub.

Webex for Broadworks to Wholesale Automated Migration Tools

A set of tools to allow for partners to automate the migration of customers, users, services, and devices from their Webex for BroadWorks offer to Wholesale.

Devices

Webex Meetings Integration on MPP 8800 Series

This feature integrates the MPP 8800 series phones with Webex Meetings capabilities. These Webex Meetings features are introduced on MPP:

  • Ability to join Webex Meeting via MPP by clicking on the meeting join button.

  • Ability to join the meeting from Meeting Menu at any time while the meeting is in progress.

  • Telephony functions like hold, conference, and transfer are disabled while in meeting.

  • Ability to view participants in the meeting.

February 2023

Partner SSO Enhancement Options

Add support for oAuth/OpenID Connect IDP to the Partner SSO options. This is in addition to the currently supported SAML IDP.

Support for multiple shared lines - Windows and Mac

Answer calls from any of your shared lines and choose any line to make calls from within the app. Your administrator must set you up with shared lines and you can see your primary line and up to nine shared lines. For more information, see: Webex App | Multiple lines

January 2023

Broadworks to Wholesale Automated Migration Tools

A set of tools to allow partners to automate the migration of customers, users, services, and devices from their BroadWorks platform to Wholesale.

December 2022

Sub Partner Model

Allows for Sub-Partners to be Onboarded manually and for the parent partner to generate billing reports for their sub-partners.

Display both Primary phone number and extension for a user

Webex App displays both Phone number and extension in user profile, contact cards, and calling actions.

Unified Call History

Incoming calls originating from a call queue, hunt group, or exe assistant will be clearly displayed in the call history.

Shared Line Appearance

Users can make and receive calls and use most mid-call features on any line they are configured to use.

Call Queue Login/Logout Native on Webex Mobile Apps

Agents can quickly set the status and join queues available to them.

November 2022

Noise Removal for PSTN Calls

This feature lets Webex callers cancel any noise coming from external callers with the click of an icon in the calling window enhancing the call experience and allowing for clear communications.

Room OS Support

This solution enables Room OS Webex devices (shared and personal) to register to both Webex Cloud and calling with a single activation code, imparting additional SIP connectivity to Room OS devices. The solution combines optimized meeting experiences with SIP calling. The solution enhances the Room OS calling experience, letting you make PSTN calls from your Room OS device along with telephony features such as hold, conference, and transfer. Device support includes the current Room OS portfolio (Room and Room Kit series, Desk series, and Board series). Also, enhanced serviceability options let administrators service the Room OS device from Control Hub directly. Administrators can open a view that includes device status information along with options to reboot the device remotely or send a problem report for troubleshooting.

October 2022

Check for Denied and restricted persons

For compliance, provisioning automatically checks to see if the customer appears on a restricted or denied persons list from the US department of commerce.

August 2022

Pre-provisioning System Check

Run this API before provisioning to ensure that provisioning succeed with no issues. The API checks the customer setup and highlights potential issues such as domain issues and email issues, before you provision customers and subscribers.

Support Language Locales

During provisioning, the language that was assigned in BroadWorks to the first provisioned administration user gets assigned automatically as the default locale for that customer organization. This setting determines the default language used for activation emails, meetings, and meeting invites under that customer organization.

Webex Voice Only Package

The new Webex Voice Only Package provides a phone calling package with a similar level of support as the Flex 3.0 Professional package. Support includes basic calling, voicemail, and RedSky E911 integration, but does not include meetings, messaging, or Contact Center. Supported devices include the Webex App in softphone mode, MPP devices, and third-party phones.

July 2022

Partner Read-only Administrator

This new role provides users in a partner organization with read-only access to Partner Hub settings, and to Control Hub settings for customer organizations that the partner manages. However, the administrator does not have edit access to either portal. This role helps in situations where a user may need basic access for tasks such as viewing analytics or upsell opportunities. However, their role does not require them to manage settings.

Wholesale Setup Assist

The Wholesale Setup Assist service is a customer onboarding service assistance offered by Cisco to its partners. It is ordered for specific customer locations and delivered via two new wholesale SKU: Setup Assist Express and Setup Assist Standard. The specific SKU that is used for an order is selected automatically based on the quantity of users provided by the partner for that location (see below). The process also updates the partner's billing reconciliation report automatically so that partners can bill their customers appropriately.

Following are the two Wholesale Setup Assist SKUs along with their respective pricing model*:

SKU

SKU is used for...

Costs

Express

Location with five users or less

$30 per location (flat rate)

Standard

Location with more than five users

$15 per user per location

*: These are net transfer prices to the partner. The list prices will be different (higher) based on the Wholesale partner discounts.

June 2022

SPAM Call Indicator

A STIR-SHAKEN back end monitors incoming calls and warns you when an incoming call is suspected SPAM, or is from a known SPAM identity. There are three possible alert types that may appear on Webex desktop and mobile apps as part of the Caller ID in the incoming call notification and call history:

  • Verified caller

  • Possible spam

  • Potential fraud

For more information, see Spam or fraud call indication in Webex Calling.

Voicemail Transcription

Wholesale RTM users are able to view transcripts of their voicemail messages as part of the Visual Voicemail view in their desktop and mobile apps.

For information on this feature, see Voicemail transcription for Webex Calling.

For information on configuring voicemail, see Configure and manage voicemail settings for a Webex Calling user.

May 2022

MPP Device Support

This solution lets Webex-capable MPP devices connect to Webex and access Webex services. The solution provides a consistent and intuitive user experience across the Webex App and MPP Phones for Wholesale RTM users. This feature serves as a cloud connectivity stepping stone with planned features such as Unified Contacts, Call History, and Presence.

Also, enhanced serviceability options let administrators service the MPP device from Control Hub directly. Administrators can open a view that includes device status information along with options to reboot the device remotely or send a problem report for troubleshooting.

For information about onboarding new MPP devices, see Webex Features Available on Cisco MPP Devices.

April 2022

Wholesale Route to Market: Phase Two

The list of package offers is now expanded to include the following two offers. These packages are added to the Webex Calling and Common Area Calling packages, both of which were included in the intial offer.

  • Webex Suite—Webex Suite is the most feature rich package that includes all capabilities of the Webex Calling package, all user and groups services, Webex messaging, and the full Webex Meetings product for up to 1000 participants. This package will appeal to the senior/professional level within the company with heavy calling and large meeting requirements.

  • Webex Meetings—The Webex Meetings package is a standalone meetings package that includes Webex Messaging, and Webex Meetings for up to 1000 participants. This package does not include a calling seat. It is intended for those users who only want a meetings and messaging capability that is not associated with their calling behavior.

User Creation and Package Management from Partner Hub

Partner Hub is updated with new user interface controls that let Wholesale partners provision and manage customer organizations from Partner Hub directly. For details, see Wholesale Route to Marker Solution Guide.

February 2022

Introducing Wholesale Route To Market (RTM)

The Wholesale Route-to-Market (RTM) is a strategic channel solution designed to bring Webex to the SMB segment by leveraging the market power of Service Providers around the world. It is backed by Cisco's innovative technology and deep collaboration expertise. It is comprised of a new operations model, new commercials and new partner programs.

The Wholesale platform delivers operations APIs and Partner Portal innovations that make high-volume, high-velocity transactions possible, while making it easy for partners to create differentiated, cobranded offers in market with their own products.

The new Wholesale commercial strategy facilitates the 35M BroadWorks users to move to the Webex cloud with predictable, fixed, per-user per-month packaging and monthly billing in arrears. A single commercial relationship with each SP is the anchor for all of their end customers, greatly simplifying workflows.

The Wholesale partner programs address both the Service Provider technical and business goals. Cisco's Managed Onboarding Program is designed with two parallel work-streams: Technical Onboarding and Go-to-Market. Dedicated Cisco experts, paired with comprehensive online partner trainings and a robust set of migration and marketing toolkits assure the onboarding experience exceeds expectations.

The Wholesale offer is Webex and comes in 4 packages: Common Area Calling, Webex Calling, Webex Suite and Webex Meetings.

For details, see Wholesale Route to Market Solution Guide.

Coming Soon

Support for users with an alternate ID

This will allow partners to provision users with email-like user IDs that do not have an inbox behind the address. The first user will be required to have a valid email, but the other users can be provisioned and log in using a unique ID in email format.

Device Fulfillment

Device Fulfillment is an end-to-end solution to support Device ordering, fulfillment, and provisioning for our Partners and Customers that will provide a near plug-and-play experience to the end users. This feature will allow service providers to integrate their preferred distributor into the Webex platform so that they can place their device orders directly via Control Hub/Webex APIs. The devices will be drop shipped to the customer location via the distributor and provisioned via the solution. (Launching in the US with NetXUSA)

Customer Experience Essentials

Support supervisor barge and whisper coaching in an agent’s call in the Webex App

Features in development

Email Customization for Activation Emails

Allows partners to include their own “reply to” link in the activation emails.

API Enhancements

  • Customer name: Provides an API to update the customer’s name
  • Devices:
    • Improve usability of list device API by accepting "product" value in /telephony/config "model" fields
    • Allow device management updates / removals / assignment changes using MAC address
    • Welcome email: Introduces a public API to Send the activation emails
    • Call Recording: Introduces a public API to select the call recording vendor
    • Enhanced 911: Introduces public APIs to activate/deactivate enhanced 911 for a location and other attributes (ECBN)

This page contains important announcements for partner administrators. For example, this includes non-feature updates that can affect network connectivity.

May Roadmap and Recording available now. Hot Topic: Webex Call Recording

Webex Wholesale RTM Roadmap and Recording are available now

Download the reimagined Webex Wholesale Route-to-Market Feature Matrix that includes Cisco AI for Webex features and links to help articles.

Webinar Announcement for Wholesale RTM

Webex by Cisco Partner Managed Devices integration with Phonism Webinar.

Join us for an exciting Webinar to learn all about Webex by Cisco Partner Managed Devices integration with Phonism. We will cover:

  • The Solution
  • Phonism's Device Management capabilities
  • Processes
  • Integration
  • Manageability
  • Certifications

Register Now for one of two options:

Webex Wholesale RTM Roadmap

February Roadmap and Recording are available now.

Download the reimagined Webex Wholesale Route-to-Market Feature Matrix that includes Cisco AI for Webex features and links to help articles.

December 01, 2023

Change to Subscriber APIs

This change is to GET and LIST Subscriber APIs for Wholesale Route-to-Market. The change is to the errors array parameter in the APIs listed below. This errors param contains an array of Error structures that have 2 parameters, errorCode and description. 'errorCode' parameter changes from a String to an Integer.

/ api /v1/ wholesale-provisioning / get-a-wholesale-subscriber

/ api /v1/ wholesale-provisioning / list-wholesale-subscribers

Action Required

Partners should review and update their code in case it does any errorCode parsing for the GET and LIST APIs by January 31, 2024.