Set up your tenant as described in Get Started with Webex Contact Center. Based on the platform you choose during the onboarding process, the following voice options apply:

  1. Real Time Media Service (RTMS) voice platform: You have the following option:

    • Voice POP: This option allows you to use the PSTN services with Webex Contact Center. The PSTN services can be either from your own PBX or procured from a carrier partner.


      • The RTMS voice platform is available for Voice POP option only. RTMS isn't supported for the Webex Contact Center Bundled PSTN and Webex Calling options. Interoperability will be added in the upcoming releases.

      • The RTMS voice platform is available only for new customers who plan to provision their contact center. For available locations, refer Regional media availability through RTMS voice platform .

    • Webex Contact Center PSTN: This option is available when you order the Cisco PSTN for Contact Center add-on.

  2. Webex Contact Center platform: You have the following options:

    • Webex Contact Center PSTN: This option is available when you order the Cisco PSTN for Contact Center add-on.

    • Voice POP Bridge: This option allows you to use the PSTN services with Webex Contact Center. The PSTN services can be either from your own PBX or procured from a carrier partner.

    • Webex Calling: This option allows you to use the Cloud Connected PSTN or Local Gateway option that is provided by your Webex Calling subscription for voice capabilities in Webex Contact Center.


      • Webex Contact Center does not support the Cisco Calling Plan. For more information on the Cisco Calling Plan, see Get Started with the Cisco Calling Plan.

      • For trials, only the Voice POP Bridge or Webex Calling voice options are available; the Webex Contact Center PSTN option isn't available. When you convert the trial to a subscription, Webex Contact Center retains the voice option.

      You can change the voice option for your Webex Contact Center tenant. For more information, see Change the Telephony Option for a Webex Contact Center Tenant .

In Control Hub, the Contact Center > Settings > Service Details section shows the voice channel that you choose.

Going forward, the RTMS voice platform is the standard voice platform for a Webex Contact Center tenant. To upgrade from the existing Webex Calling Integrated platform to the RTMS voice platform, contact Cisco Solution Assurance. For more information on upgrade, see the Upgrade from Webex Calling Integrated Platform to Real Time Media Service (RTMS) article.

Add dial numbers

Map dial numbers for RTMS platform:
Add dial numbers for Webex Calling Integrated platform:

  • For Webex Contact Center PSTN or Voice POP Bridge:

    1. Sign in to your customer organization using the Control Hub URL https://admin.webex.com/.

    2. Navigate to Services > Contact Center > Settings > Voice .

    3. In the Telephony Settings section, enter a dial number.

    4. Click Add .

    5. Map the dial numbers to the entry point in the Management Portal. For more information, see the Entry Point Mappings section in the Cisco Webex Contact Center Setup and Administration Guide .

  • For Webex Calling:

    1. Configure the dial numbers as recommended in Webex Calling. For more information, see Manage Numbers in Locations . Webex Calling customers do not have to add dial numbers in the Management Portal.

    2. Map the dial numbers to the entry point in the Management Portal. For more information, see the Entry Point Mappings section in the Cisco Webex Contact Center Setup and Administration Guide .

Change the telephony option for a Webex Contact Center tenant

You can change the telephony option for your Webex Contact Center tenant. Contact the Cisco Solution Assurance team to enable the Switch Telephony Option feature.

You can switch between the following telephony options:

  • Cisco PSTN

  • Voice POP Bridge

  • Webex Calling

For example, if you are using the Webex Calling telephony option, you can switch to either Cisco PSTN or Voice POP Bridge.


  • The change telephony option is available for Webex Calling Integrated platform only. This is not supported for the Real Time Media Service voice platform.

  • If you are using the Cisco PSTN add-on, you must update your subscription to remove the Cisco PSTN licenses to change to another telephony option.

  • To change to the Webex Calling telephony option, your organization must have the necessary Webex Calling trial or subscription license.

  • If you have a Webex Calling for SP type of license, you cannot change your telephony option. Submit a service request to Cisco Support to change your telephony option.

In Control Hub, navigate to Management > Account and click the Subscriptions tab to view the license usage and trial summary.


  • You need a scheduled downtime for your organization to change to a different telephony option.

During the switch, Webex Contact Center:

  1. Exports and deletes the existing dial number to entry point mappings.

  2. Deletes the existing dial numbers. The mapped dial numbers are backed up in the dial number to entry point mappings.

  3. Clears the default and configured outdial ANI.

You can use the bulk operations feature ( Services > Contact Center > Bulk operations ) to access the backup.

To change the telephony option for your organization:

  1. Sign in to Control Hub by using the URL https://admin.webex.com/.

  2. Navigate to Services > Contact Center > Settings > Voice .

  3. In the Switch Telephony Option section, click Start .


    If you currently use the Cisco PSTN add-on, the Start button is disabled. To enable the Start button, update your subscription to remove the Cisco PSTN licenses.

  4. Review the guidelines and click Next .

  5. In the Telephony Options Selection window, choose the new telephony option and click Start .

  6. In the Switch Telephony window, wait for the change to complete and click Close after you see the message The Switch Telephony workflow has completed successfully . Alternatively, you can click Continue in background . When the change is complete, the status appears in the Switch Telephony Option section.


    If you change from Webex Calling to other telephony options, the Webex Calling-based dial numbers may take some time to appear in Control Hub ( Services > Calling > Numbers ).

After the change is successful:

  • In Control Hub, navigate to Services > Contact Center > Settings > Service Details and review the Webex Contact Center Telephony field. The Webex Contact Center Telephony field displays the new telephony option.

  • In Control Hub, navigate to Services > Contact Center > Settings > Voice . The Switch Telephony Option feature is disabled.

What to do next