After you configure your tenant as described in Get Started with Webex Contact Center, you have one of the following voice options already configured:

  • 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 provided by your Webex Calling subscription for voice capabilities in Webex Contact Center.


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.

Add Dial Numbers

  • 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.


  • 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.

  • 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:

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

  • Navigate to Services > Contact Center > Settings > Voice in Control Hub. The Switch Telephony Option feature is disabled.

What to do next