You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • You can't order block of toll-free numbers.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • With the exception of 911 calls, Cisco Calling Plans don't support calls to X11 services including directory service calls.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

With the Cisco Calling Plan, you can order new phone numbers directly from Cisco through Control Hub.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers, including toll-free numbers, through Control Hub.

  • When requesting new numbers, you can enter specific numbers or a block of consecutive numbers. You can also allow the system to assign numbers from the search inventory based on the country, state, area code, and prefix you select.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.

3

Choose one of the following options:

  • Regular phone numbers

  • Toll-free numbers

4

Specify the numbers you want to order by selecting the Country, State, and the Area Code or City to search by.

5

Enter how many numbers you want auto-selected for you and click Search.

You are provided a list of available numbers based on your selected criteria.

6

Click the numbers you would like to order, then click Order.

7

On the order submission confirmation page, select PSTN Orders to check your order status. This brings you to the PSTN Orders page.

8

Accept the Terms of Service to activate the new numbers.

Final PSTN Order Page - TOS

 

The Terms of Service link is only available to customer administrators. Partners only see a message that the Terms of Service needs to be signed by the customer.

With the Cisco Calling Plan, you can order blocks of telephone numbers directly from Cisco through Control Hub.

Before you begin

  • Ordering blocks of numbers is only available for customers with a paid subscription.

  • The maximum number of block numbers that can be ordered is 100.

  • Numbers ordered in a block can only be deleted if the entire block is deleted.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and select Order New Numbers, click Next.

3

Select the toggle for Get a Set of Numbers that Follow Each Other in Order.

4

From the drop-down, select the quantity of block numbers needed.

5

Specify State and use either Area Code/Prefix or City as your search criteria, and click Search.

6

Select from the list of available blocks of numbers provided, based on your search criteria, and click Order.

7

On the order submission confirmation page, select the PSTN Orders to check your order status. This brings you to the PSTN Orders page.

8

Accept the Terms of Service to activate the new numbers.

As an administrator, you can move existing phone numbers, including toll-free numbers, from your current PSTN to the Cisco Calling Plan option.

Before you begin

  • Enable Cisco Calling Plan for your site before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The current account owner or authorized signer must sign the LOA. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port

    • Current PSTN provider account information

    • Customer Service Record (CSR) if available

    • Your account PIN if one exists.


     

    When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


 

When you request for porting a number, be aware that both Calling and Messaging services related to the number are ported in the United States and Canada. If you don’t want to port both these services, then contact PSTN Technical Support. Go to Control Hub and click on PSTN Help link for PSTN technical support.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers that you want to keep, and then click Save & continue.


 

A portability check is automatically run when you enter the numbers. Highlighted numbers are considered non-portable. PSTN Technical Support supports further review of these instances.

Add number errors
4

Enter your account information with your current provider. Make sure that the information entered matches your current provider bill. Click Next.

5

Upload a bill from your previous provider. Make sure that the bill is from the last 30 days and is in PNG or PDF format. Click Next.

6

Enter your first and last name and job title to sign the Letter of Agency (LOA). Click Sign & Submit.

7

Review your order and click Next.

8

The order submission screen shows a summary of your port order. Click Done.


 

Control Hub conducts a preliminary error check before you submit a port order. If there are any issues found with a port order, administrators receive an email notification, and an error message appears on the PSTN Orders screen.

PSTN Order Page - Port Error

When placing orders for new numbers or porting existing numbers, you can check the order status or port rejection notices in Control Hub.

A migration banner displays when there are locations to migrate from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and then click PSTN.

    A status is assigned for every order.

  2. Select an order to check its status.

Status values for New Number Orders

Displayed Status

Description

Pending

New numbers order is created by the user.

Provisioned

New numbers are provisioned.

Error

An issue is detected with the new numbers order.

Create a TAC ticket to get help.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Go to Control Hub and click on PSTN Help link for PSTN technical support.

Go to Control Hub and click on PSTN Help link for PSTN technical support.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, then open Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and resubmit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 1. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 2. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • You can't order block of toll-free numbers.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • With the exception of 911 calls, Cisco Calling Plans don't support calls to X11 services including directory service calls.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

With the Cisco Calling Plan, you can order new phone numbers directly from Cisco through Control Hub.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers, including toll-free numbers, through Control Hub.

  • When requesting new numbers, you can enter specific numbers or a block of consecutive numbers. You can also allow the system to assign numbers from the search inventory based on the country, state, area code, and prefix you select.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.

3

Choose one of the following options:

  • Regular phone numbers

  • Toll-free numbers

4

Specify the numbers you want to order by selecting the Country, State, and the Area Code or City to search by.

5

Enter how many numbers you want auto-selected for you and click Search.

You are provided a list of available numbers based on your selected criteria.

6

Click the numbers you would like to order, then click Order.

7

On the order submission confirmation page, select PSTN Orders to check your order status. This brings you to the PSTN Orders page.

8

Accept the Terms of Service to activate the new numbers.

Final PSTN Order Page - TOS

 

The Terms of Service link is only available to customer administrators. Partners only see a message that the Terms of Service needs to be signed by the customer.

With the Cisco Calling Plan, you can order blocks of telephone numbers directly from Cisco through Control Hub.

Before you begin

  • Ordering blocks of numbers is only available for customers with a paid subscription.

  • The maximum number of block numbers that can be ordered is 100.

  • Numbers ordered in a block can only be deleted if the entire block is deleted.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and select Order New Numbers, click Next.

3

Select the toggle for Get a Set of Numbers that Follow Each Other in Order.

4

From the drop-down, select the quantity of block numbers needed.

5

Specify State and use either Area Code/Prefix or City as your search criteria, and click Search.

6

Select from the list of available blocks of numbers provided, based on your search criteria, and click Order.

7

On the order submission confirmation page, select the PSTN Orders to check your order status. This brings you to the PSTN Orders page.

8

Accept the Terms of Service to activate the new numbers.

As an administrator, you can move existing phone numbers, including toll-free numbers, from your current PSTN to the Cisco Calling Plan option.

Before you begin

  • Enable Cisco Calling Plan for your site before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The current account owner or authorized signer must sign the LOA. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port

    • Current PSTN provider account information

    • Customer Service Record (CSR) if available

    • Your account PIN if one exists.


     

    When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


 

When you request for porting a number, be aware that both Calling and Messaging services related to the number are ported in the United States and Canada. If you don’t want to port both these services, then contact PSTN Technical Support. Go to Control Hub and click on PSTN Help link for PSTN technical support.

1

From the customer view in https://admin.webex.com, go to Calling and click Numbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers that you want to keep, and then click Save & continue.


 

A portability check is automatically run when you enter the numbers. Highlighted numbers are considered non-portable. PSTN Technical Support supports further review of these instances.

Add number errors
4

Enter your account information with your current provider. Make sure that the information entered matches your current provider bill. Click Next.

5

Upload a bill from your previous provider. Make sure that the bill is from the last 30 days and is in PNG or PDF format. Click Next.

6

Enter your first and last name and job title to sign the Letter of Agency (LOA). Click Sign & Submit.

7

Review your order and click Next.

8

The order submission screen shows a summary of your port order. Click Done.


 

Control Hub conducts a preliminary error check before you submit a port order. If there are any issues found with a port order, administrators receive an email notification, and an error message appears on the PSTN Orders screen.

PSTN Order Page - Port Error

When placing orders for new numbers or porting existing numbers, you can check the order status or port rejection notices in Control Hub.

A migration banner displays when there are locations to migrate from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and then click PSTN.

    A status is assigned for every order.

  2. Select an order to check its status.

Status values for New Number Orders

Displayed Status

Description

Pending

New numbers order is created by the user.

Provisioned

New numbers are provisioned.

Error

An issue is detected with the new numbers order.

Create a TAC ticket to get help.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Go to Control Hub and click on PSTN Help link for PSTN technical support.

Go to Control Hub and click on PSTN Help link for PSTN technical support.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, then open Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and resubmit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 3. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 4. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 5. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 6. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 7. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 8. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 9. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 10. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 11. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 12. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 13. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 14. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11

Upload your Letter of Agency.


 

The authorized contact for your previous carrier’s account needs to upload the signed Letter of Agency. Open a ticket with Webex Partner Help Center to get the Letter of Agency required for your country and upload the signed copy here. If you are not the authorized contact, just skip this step for now. That person can come back and upload the signed Letter of Agency later -- we’ll send your order contacts a reminder.

12

Click Save and Continue.

13

Your Port Order is submitted. You can check the order status in PSTN Orders.

14

Click Done.


 

Additional documents may be required to complete your port request. Should those documents be required, our support team will let you know what is needed. Those can be added in the right-hand panel of the order.

When placing orders for new numbers or porting existing numbers, you can check order status or port rejection notices in Control Hub.

A migration banner is displayed when there are locations which need to be migrated from Non-Integrated CCP to Integrated CCP.

  1. From the customer view in https://admin.webex.com, go to Calling and click PSTN.

    Every order submitted has a status value.

  2. Select an order to check its status.

Status Values for New Number Orders

Displayed Status

Description

Pending

A New numbers order has been created by the user.

Provisioned

New numbers have bene provisioned.

Error

An issue has been detected with the new numbers order.

Create a TAC ticket to get help.

Action Required

Click to contact PTS for assistance.

Status Values for Ported Number Orders

Displayed Status

Description

Pending

User is in the process of creating/filling in details of the Porting Order. Once submitted, the order will still show Pending until Cisco validates and accepts the porting order.

Rejected

Porting issue is detected.

See the Porting Errors table for additional details or/and contact PSTN Technical Support, if required, for additional help.

Submitted

Porting Order is validated and accepted.

FOC Received

FOC date confirmation from the previous PSTN provider received.

Completed

Porting process is complete.

Canceled

Order is canceled.

Porting Error Messages

Displayed Error

Description

How to fix

Account number mismatch

Account number does not match the number on the Customer Service Record (CSR)

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account number required

The account number wasn't provided but is required.

Update the Account Number field on the PSTN Order and resubmit. For some carriers, the account number may be the same as the BTN or the telephone number itself.

Account name mismatch

The person authorizing doesn't match the name on the (CSR).

Update the Authorized name on account field on the PSTN order and resubmit.

BTN mismatch

BTN or ATN does not match that on the CSR.

Update the Carrier billing phone number field on the PSTN Order and resubmit.

Company name mismatch

Entity name does not match that on the CSR.

Update the Company name with previous carrier field on the PSTN order and resubmit.

Multiple BTNs

The OSP requires this Porting Order to be split and submitted as separate orders.

Cancel the current PSTN order and create new, multiple PSTN Orders. Create one for each group of numbers that have the same BTN.

FOC rejected by losing carrier

The FOC date requested cannot be accommodated by the OSP.

Update the Port Complete date field on the PSTN order and resubmit.

Unknown

Contact PSTN Technical Support team (PTS) for details.

Contact PSTN Technical Support team (PTS) for details.

Invalid PIN

Passcode/PIN must be provided for wireless port.

Update the PIN field on the PSTN order and resubmit.

Pending order

The OSP has a pending LSR on the account (for example, a port out or address change).

Remove the telephone numbers in question from the PSTN order and resubmit.

Pending main BTN

BTN is one of the phone numbers being ported. User must indicate Porting Order Type, Remaining Numbers Action, and New Billing Phone Number accordingly.

Remove the main BTN from the list of telephone numbers being ported and resubmit the order. Please include the Main BTN into the last iteration of numbers (if porting numbers in multiple iterations).

Service address mismatch

The location info doesn't match that on the CSR.

Update the Service address, State, and City fields and resubmit the order.

TN has special feature

Some of the phone numbers can't be ported because they have a special feature (for example, remote call forward).

Remove number(s) with special features from the PSTN order and resubmit. Or, unassign special feature from the numbers being ported.

TN mismatch

Some of the phone numbers don't belong to the end user.

Remove the number(s) in question and resubmit the order.

TN not portable

Some of the phone numbers can't be ported because they're inactive or aren't part of the end user's account.

Try to remove the number(s) in question and resubmit the PSTN order.

Unsupported rate center

The rate center isn't portable.

Remove the number(s) in question and resubmit the order.

Zip/postal code mismatch

Postal code doesn't match the one on the CSR.

Update the Zip code field and resubmit the order.

Previous carrier's bill is invalid

The invoice is invalid.

Go to PSTN Order details, thenopen Previous Carrier’s Bill section. Upload the correct bill file and resubmit the order.

LOA invalid

The LOA is invalid.

Sign the LOA and re-submit the PSTN order or contact PSTN Technical Support team (PTS).

PSTN – Public Switched Telephone Network

CSR – Customer Service Record

FOC – Firm Order Commitment

OSP – Old Service Provider

BTN – Billing Telephone Number

ATN – Account Telephone Number

By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.
1

From the customer view in https://admin.webex.com, go to Users.

2

Select the user you want to modify and click Calling.

3

Select the primary phone number under Directory Numbers.

4

Under Emergency Service Address, select Custom Address.

5

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Next to PSTN Connection, click Manage.

3

Next to the Emergency Service Address, click Edit.

4

Enter the new addres and click Save.

Cisco Calling Plan number policy applies to new number orders, ported numbers, and instances of service cancellation.

For details, see Cisco VoIP Number Policy.

Webex Calling provides flexible Calling plans and the ability to choose the PSTN solution that fits the requirement. Over time you may have to migrate to a different PSTN solution due to changes in the business environment or other factors.

Use this matrix to know the potential PSTN migration paths for Webex Calling.

Webex Calling supports the following PSTN migration paths:

  • Using Self Service through Control Hub

  • Using Manual Migration

    • Premises-based solution to Cisco Calling Plans

    • Premises-based solution to Integrated CCP Provider

    • Non-integrated CCP Provider to Cisco Calling Plans (Not recommended - contact the Partner Services team for additional information)

    • Integrated CCP Provider to Non-integrated CCP Provider (Exception: Non-integrated Intelepeer isn’t supported as the target CCP Provider)

    • Integrated CCP Provider to Premises-based Solution

To use the manual migration process, you must create a new location, move TNs and users to the new location, and reconfigure site services/service assignments. During migration, you experience service interruption and there’s a risk of data loss.

Here’s a list of unsupported PSTN migration paths:

  • Cisco Calling Plans to CCP Provider (Integrated or non-integrated CCP, including non-integrated Intelepeer)

  • Cisco Calling Plans to Premises-based Solution

  • Non-Integrated Intelepeer to Cisco Calling Plans

  • Integrated Intelepeer to Cisco Calling Plans

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plans support is provided by various support divisions, depending on your need.

Table 15. Cisco Support Contact Information

Support Division

Purpose

Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries, Pre-quoting Regulatory Tax and other enquiries about the Cisco Calling Plans offering.

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272

Email: webexcalling-phd@cisco.com

PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Go to Control Hub and click on PSTN Help link for PSTN technical support.

TAC

Issues with Control Hub functionality

Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411

Email: tac@cisco.com

See also:

Invoice & Collections

VAT, Payment and other invoicing queries

Contact the Collector on the Invoice via email or phone

Cisco SaaS Support Team (CES)

  • Quoting

  • Order Booking & Management

  • Provisioning

  • Subscription Management

  • Billing & Invoicing Disputes

Refer Partner Support Playbook and Cisco Calling Plans FAQ

Create a case through link below if the required information is not found in the playbook - https://customerservice.cloudapps.cisco.com/

You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plans for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plans, the following applies.

Requirements

  • Partners must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.

  • A minimum of one committed Outbound Calling Plan license must be purchased to enable access to all services associated with Cisco Calling Plans.

Limitations

  • Cisco Calling Plans are currently available to specified countries.

  • Existing Webex Calling locations or telephone numbers can only transition to Cisco Calling Plans in certain scenarios. For details on supported migration paths, refer Supported paths for PSTN migration section.

  • You can order a maximum of 100 new standard phone numbers at a time. Additional numbers can be placed as a separate order.

  • Toll-free numbers aren’t currently available. You can’t order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plans.

  • Cisco Calling Plans aren’t supported with Webex Contact Center or authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made. For more information about Webex Contact Center, see Get started with Webex Contact Center.

  • Some premium services and international destinations may not be available for operational purposes. If specific destinations which are not generally available are required, customers can open a support case to request availability.

The card view displays the PSTN provider available for the Webex Calling customer before configuring the PSTN location. The PSTN view displays both Providers and Orders.

You can apply the search filter to filter content based on Service Type and Market. Use the toggle option to change the view from Compact to Table. The compact view helps to resize the card to display the provider details without the service information.

The provider screen displays the various provider cards with the list of supported service types. The Providers section is classified into the following:

  1. Preferred Calling providers

  2. Certified Calling providers

  3. Calling providers

Click the Learn More option on the card to view details of the provider. It displays Use the search field to select the PSTN service provider based on Cisco business relationship preference such as certified provider and Calling provider.

The providers include the following:

  • Provider summary

  • List of locations configured with this provider

  • List of markets that the provider is available for the supported services.

If the customer has PSTN locations where Calling services aren’t set up, the Select this provider action bar displays. Use this option to configure the service for the PSTN location.

The preferred view in the Control Hub displays the calling providers that the managing partner prefers to work. However, you can view all available calling providers with Webex Calling. This section provides the following:

  1. Select the location from the drop-down menu.

  2. Choose the subscription type for the users to use the Cisco Calling plans. Click Next.

  3. Complete the fields for Contract Information and Emergency Service Address configuration.

The PSTN service set up is now complete.

Cisco Calling Plans are available for technical evaluation as part of the Webex Calling trial process. While Cisco Calling Plans trials are free to use, there are some notable limitations during the trial phase.

  • Each trial account can provision up to 10 standard telephone numbers from Cisco Calling Plans with Webex Calling. It isn’t permitted to provision more than 10 numbers per trial.

  • Only new, standard telephone numbers are supported in trials. Ported numbers, consecutive blocks, and inbound toll-free numbers aren’t supported on trial accounts.

  • International calling, along with Premium Service Call types I & II are blocked from use during the trial period.

  • Business Texting isn’t available on Webex Calling trial accounts.

  • Trial accounts are intended for technical evaluation purposes only, and not for normal commercial operation. As such, emergency services are only meant for technical evaluation; actual emergency calls can’t be guaranteed. Users shouldn’t place actual emergency service calls on a trial account.


 

When placing an order to convert a Webex Calling trial with Cisco Calling Plans to a paid subscription, you must order at least one Cisco Calling Plan committed license to maintain the telephone numbers and configuration used in the trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
1

From the customer view in https://admin.webex.com, go to Management > Locations and select the location you want to update.

2

Select the Calling tab and Click Manage next to PTSN Connection.

3

Select Cisco Calling Plans and click Next.

4

Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.

5

Enter the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


 

You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.

6

On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

Your location information is automatically populated on the Case Details Screen.

Your location information is automatically populated on the Case Details Screen.

1

From the customer view in https://admin.webex.com, go to Calling and then click Numbers > Add Numbers.

2

Choose a location and click Select under Order New Numbers. Click Next.


 

You’re directed to Contact Support to order new numbers.

3

Click Contact Support.

4

Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field.

5

Select your Number Type (Local or National) from the drop-down menu.

6

(Optional) Input additional details.

7

Click Submit.


 

You’ll receive a PSTN Order Number which displays on the PSTN order page.

Before you begin

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

  • Enable Cisco Calling Plan for your location before you port phone numbers through Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF format from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free).

    • Current PSTN provider account information.

    • Customer Service Record (CSR) if available.

    • Your account PIN if one exists.

  • Additional information may be required depending on your country.

  • When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Cisco Calling Plan Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.

1

From the customer view in https://admin.webex.com, go to Calling and clickNumbers > Add Numbers.

2

Choose a location and click Select under Port Numbers Over. Click Next.

3

Add the phone numbers you would like to port, and then click Save and Continue.

4

Enter the Date and Time that you want the port to finish.


 

While we’ll schedule based on your preference, we can’t guarantee that we’ll finish porting your numbers at the exact date and time selected.

5

(Optional) Enter an additional email address, other than the default contact listed, to receive notifications regarding the port order status.

6

Click Next.

7

Enter your current carrier account information in the fields provided.


 

Make sure this matches the information on your previous carrier’s bill.

8

Click Next.

9

Upload your previous carrier bill (within the last 30 days).

10

Click Next.

11