The Cisco Calling Plan offers a bundled solution to simplify your cloud calling experience. As a Webex Calling customer, you can order new PSTN numbers, or port existing numbers to Cisco easily and with the full support of Cisco and our partners.
You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.
Requirements
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Your partner must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.
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Your partner places an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).
Limitations
-
Cisco Calling Plan service is currently available to specified countries and regions.
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Existing Webex Calling locations can’t transition to Cisco Calling Plan.
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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 Plan.
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You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.
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Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.
Number porting isn’t available with a Webex Calling trial.
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Cisco Calling Plans isn’t supported with Webex Contact Center or other use in which high-concurrent call or high volume calls are frequently made.
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Cisco Calling Plan (Cisco PSTN)
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Cloud Connected PSTN
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Premise-based PSTN (Local Gateway must be enabled separately. For more information, see Configure Premises-based PSTN in Control Hub.)
| 1 |
From the customer view in https://admin.webex.com, go to and select the location you want to update. |
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| 2 |
Select the Calling tab and Click Manage next to PTSN Connection. |
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| 3 |
Select Cisco PSTN and click Next. |
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| 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. |
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| 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.
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| 6 |
On the summary screen, do one of the following:
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Before you begin
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The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Control Hub.
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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.
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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 . |
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| 2 |
Choose a location and click Select under Order New Numbers. Click Next. |
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| 3 |
Specify the numbers you want to order by selecting the Country, State, and the Area Code or City to search by. |
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| 4 |
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. |
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| 5 |
Click the numbers you would like to order, then click Order. |
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| 6 |
On the order submission confirmation page, select PSTN Orders to check your order status. This brings you to the PSTN Orders page. |
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| 7 |
Accept the Terms of Service to activate the new numbers. 
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With the Cisco Calling Plan, you can order blocks of telephone numbers directly from Cisco through Control Hub.
Before you begin
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Ordering blocks of numbers is only available for customers with a paid subscription.
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The maximum number of block numbers that can be ordered is 100.
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Numbers ordered in a block can only be deleted if the entire block is deleted.
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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 . |
| 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. |
Before you begin
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Enable Cisco Calling Plan for your site before you port phone numbers through Control Hub.
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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.
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Make sure you have a recent bill in PNG or PDF formate 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.
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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
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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.
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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 do not want to port both these services, then contact PSTN Technical Support. |
| 1 |
From the customer view in https://admin.webex.com, go to Calling and click . |
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| 2 |
Choose a location and click Select under Port Numbers Over. Click Next. |
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| 3 |
Add the phone numbers that you would like to keep, and then click Save & continue.
 |
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| 4 |
Enter your account information with your current provider. Make sure that the information entered matches your current provider bill. Click Next. |
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| 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. |
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| 6 |
Enter your first and last name and job title to sign the Letter of Agency (LOA). Click Sign & Submit. |
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| 7 |
Review your order and click Next. |
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| 8 |
The order submission screen shows a summary of your port order. Click Done.
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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. See, Migrate Intelepeer Locations for more information.
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From the customer view in https://admin.webex.com, go to Calling and then click PSTN.
Every order submitted is assigned a status.
-
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. |
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. |
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Submitted |
Porting Order is validated and accepted. |
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FOC Received |
FOC date confirmation from the previous PSTN provider received. |
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Completed |
Porting process is complete. |
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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
You can seamlessly migrate the non-integrated IntelePeer location into integrated IntelePeer location and hence the support for toll-free number porting for integrated IntelePeer is added.
| 1 |
From the customer view in https://admin.webex.com, go to Calling and then click PSTN. A migration banner is displayed when there are locations which need to be migrated from non-integrated intelepeer location
to an integrated intelepeer location.
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| 2 |
Click Begin Migration to start the migration process. The migration wizard is displayed. Make sure there are no erorrs displayed in any of the sections within the Number Audit Report tab.
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| 3 |
Click Analyze and move forward to navigate to the next step of migration process. The Confirmation tab is displayed. A list of non-integrated intelepeer location that should be migrated are displayed.
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| 4 |
Check the I have read and accept to start Migration checkbox to enable the migration. |
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| 5 |
Click Start Migration to start the migration process. The Contract Information tab is displayed and the fields are pre-populated.
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| 6 |
Click Next to navigate to the location migration tab. The Location Migration tab is displayed. The list of locations to be migrated are displayed.
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| 7 |
Select each location you want to migrate and click Validate Address to verify the location details.
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| 8 |
Click Migrate Now to migrate the selected locations. Successful migration of non-integrated intelepeer location to an integrated intelepeer location is complete.
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| 9 |
Click Close to close the migration wizard and navigate to the PSTN tab. The migration banner disappears on succesful migration of all non-integrated intelepeer locationss to an integrated intelepeer
locations.
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Support
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You can migrate non-integrated IntelePeer location to integrated IntelePeer through audit with auto-correction supported in the following scenario:
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Number not in Webex Calling
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Number is misconfigured
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You can migrate non-integrated IntelePeer location to integrated IntelePeer with the following functionality in the number audit report, Number not in carrier tab:
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See the number ownership
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Ability to delete unassigned number
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Filter the report with deleted or undeleted filter
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Limitation
-
This feature is restricted to Canada and United States of America since Intelepeer carrier provider is available only in these countries.
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During the PSTN option transition period, the following number operations like add, delete and move are not allowed.
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If you want to maintain multiple accounts, then non-integrated Intelepeer locations must not be migrated to integrated IntelePeer location.
| 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. |
| 1 |
From the customer view in https://admin.webex.com, go to 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, please 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:
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Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).
-
Outbound Calling Plans provisioned in Control Hub begin billing immediately.
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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:
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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.
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International calling rates vary by country and are billed the month following usage.
Cisco Calling Plan support is provided by various support divisions, depending on your need.
|
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 Plan 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) |
|
|
|
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) |
|
Refer Partner Support Playbook and Cisco Calling Plan 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 Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.
Requirements
-
Your partner must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.
-
Your partner places an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).
Limitations
-
Cisco Calling Plan service is currently available to specified countries and regions.
-
Existing Webex Calling locations can’t transition to Cisco Calling Plan.
-
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 Plan.
-
You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.
-
Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.
Number porting isn’t available with a Webex Calling trial.
-
Cisco Calling Plans isn’t supported with Webex Contact Center or other use in which high-concurrent call or high volume calls are frequently made.
-
Cisco Calling Plan (Cisco PSTN)
-
Cloud Connected PSTN
-
Premise-based PSTN (Local Gateway must be enabled separately. For more information, see Configure Premises-based PSTN in Control Hub.)
| 1 |
From the customer view in https://admin.webex.com, go to and select the location you want to update. |
||
| 2 |
Select the Calling tab and Click Manage next to PTSN Connection. |
||
| 3 |
Select Cisco PSTN 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.
|
||
| 6 |
On the summary screen, do one of the following:
|
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.
| 1 |
From the customer view in https://admin.webex.com, go to Calling and then click . |
||
| 2 |
Choose a location and click Select under Order New Numbers. Click Next.
|
||
| 3 |
Click Contact Support. |
Your location information is automatically populated on the Case Details Screen.
| 4 |
Indicate how many new numbers you’re requesting in the Number of Telephone Numbers Requested field. |
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| 5 |
Select your Number Type (Local or National) from the drop-down menu. |
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| 6 |
(Optional) Input additional details. |
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| 7 |
Click Submit.
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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 click. |
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| 2 |
Choose a location and click Select under Port Numbers Over. Click Next. |
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| 3 |
Add the phone numbers you would like to port, and then click Save and Continue. |
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| 4 |
Enter the Date and Time that you want the port to finish.
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| 5 |
(Optional) Enter an additional email add |
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| 6 |
Click Next. |
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| 7 |
Enter your current carrier account information in the fields provided.
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| 8 |
Click Next. |
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| 9 |
Upload your previous carrier bill (within the last 30 days). |
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| 10 |
Click Next. |
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| 11 |
Upload your Letter of Agency.
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| 12 |
Click Save and Continue. |
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| 13 |
Your Port Order is submitted. You can check the order status in PSTN Orders. |
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| 14 |
Click Done.
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ress, other than the default contact listed, to receive notifications regarding the port order status.
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. See, Migrate Intelepeer Locations for more information.
-
From the customer view in https://admin.webex.com, go to Calling and click PSTN.
Every order submitted has a status value.
-
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
| 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. |
| 1 |
From the customer view in https://admin.webex.com, go to 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, please 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.
Cisco Calling Plan support is provided by various support divisions, depending on your need.
|
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 Plan 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) |
|
|
|
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) |
|
Refer Partner Support Playbook and Cisco Calling Plan 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 Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.
Requirements
-
Your partner must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.
-
Your partner places an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).
Limitations
-
Cisco Calling Plan service is currently available to specified countries and regions.
-
Existing Webex Calling locations can’t transition to Cisco Calling Plan.
-
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 Plan.
-
You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.
-
Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.
Number porting isn’t available with a Webex Calling trial.
-
Cisco Calling Plans isn’t supported with Webex Contact Center or other use in which high-concurrent call or high volume calls are frequently made.
-
Cisco Calling Plan (Cisco PSTN)
-
Cloud Connected PSTN
-
Premise-based PSTN (Local Gateway must be enabled separately. For more information, see Configure Premises-based PSTN in Control Hub.)
| 1 |
From the customer view in https://admin.webex.com, go to and select the location you want to update. |
||
| 2 |
Select the Calling tab and Click Manage next to PTSN Connection. |
||
| 3 |
Select Cisco PSTN 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.
|
||
| 6 |
On the summary screen, do one of the following:
|
Before you begin
-
The Cisco Calling Plan must be enabled for your site before you can order new phone 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 . |
||
| 2 |
Choose a location and click Select under Order New Numbers. Click Next. |
||
| 3 |
Specify the numbers you want to order by selecting the Country, State, and the Area Code or City to search by. |
||
| 4 |
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. |
||
| 5 |
Click the numbers you would like to order, then click Order. |
||
| 6 |
On the order submission confirmation page, select PSTN Orders to check your order status. This brings you to the PSTN Orders page. |
||
| 7 |
Accept the Terms of Service to activate the new numbers.
|
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 . |
| 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. |
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 formate 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.
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 do not want to port both these services, then contact PSTN Technical Support. |
| 1 |
From the customer view in https://admin.webex.com, go to Calling and click . |
||
| 2 |
Choose a location and click Select under Port Numbers Over. Click Next. |
||
| 3 |
Add the phone numbers that you would like to keep, and then click Save & continue.
|
||
| 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.
|
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. See, Migrate Intelepeer Locations for more information.
-
From the customer view in https://admin.webex.com, go to Calling and then click PSTN.
Every order submitted is assigned a status.
-
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. |
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
You can seamlessly migrate the non-integrated IntelePeer location into integrated IntelePeer location and hence the support for toll-free number porting for integrated IntelePeer is added.
| 1 |
From the customer view in https://admin.webex.com, go to Calling and then click PSTN. A migration banner is displayed when there are locations which need to be migrated from non-integrated intelepeer location
to an integrated intelepeer location.
|
||
| 2 |
Click Begin Migration to start the migration process. The migration wizard is displayed. Make sure there are no erorrs displayed in any of the sections within the Number Audit Report tab.
|
||
| 3 |
Click Analyze and move forward to navigate to the next step of migration process. The Confirmation tab is displayed. A list of non-integrated intelepeer location that should be migrated are displayed.
|
||
| 4 |
Check the I have read and accept to start Migration checkbox to enable the migration. |
||
| 5 |
Click Start Migration to start the migration process. The Contract Information tab is displayed and the fields are pre-populated.
|
||
| 6 |
Click Next to navigate to the location migration tab. The Location Migration tab is displayed. The list of locations to be migrated are displayed.
|
||
| 7 |
Select each location you want to migrate and click Validate Address to verify the location details.
|
||
| 8 |
Click Migrate Now to migrate the selected locations. Successful migration of non-integrated intelepeer location to an integrated intelepeer location is complete.
|
||
| 9 |
Click Close to close the migration wizard and navigate to the PSTN tab. The migration banner disappears on succesful migration of all non-integrated intelepeer locationss to an integrated intelepeer
locations.
|
Support
-
You can migrate non-integrated IntelePeer location to integrated IntelePeer through audit with auto-correction supported in the following scenario:
-
Number not in Webex Calling
-
Number is misconfigured
-
-
You can migrate non-integrated IntelePeer location to integrated IntelePeer with the following functionality in the number audit report, Number not in carrier tab:
-
See the number ownership
-
Ability to delete unassigned number
-
Filter the report with deleted or undeleted filter
-
Limitation
-
This feature is restricted to Canada and United States of America since Intelepeer carrier provider is available only in these countries.
-
During the PSTN option transition period, the following number operations like add, delete and move are not allowed.
-
If you want to maintain multiple accounts, then non-integrated Intelepeer locations must not be migrated to integrated IntelePeer location.
| 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. |
| 1 |
From the customer view in https://admin.webex.com, go to 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, please 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.
Cisco Calling Plan support is provided by various support divisions, depending on your need.
|
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 Plan 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) |
|
|
|
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) |
|
Refer Partner Support Playbook and Cisco Calling Plan 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 Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.
Requirements
-
Your partner must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.
-
Your partner places an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).
Limitations
-
Cisco Calling Plan service is currently available to specified countries and regions.
-
Existing Webex Calling locations can’t transition to Cisco Calling Plan.
-
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 Plan.
-
You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.
-
Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.
Number porting isn’t available with a Webex Calling trial.
-
Cisco Calling Plans isn’t supported with Webex Contact Center or other use in which high-concurrent call or high volume calls are frequently made.
-
Cisco Calling Plan (Cisco PSTN)
-
Cloud Connected PSTN
-
Premise-based PSTN (Local Gateway must be enabled separately. For more information, see Configure Premises-based PSTN in Control Hub.)
| 1 |
From the customer view in https://admin.webex.com, go to and select the location you want to update. |
||
| 2 |
Select the Calling tab and Click Manage next to PTSN Connection. |
||
| 3 |
Select Cisco PSTN 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.
|
||
| 6 |
On the summary screen, do one of the following:
|
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.
| 1 |
From the customer view in https://admin.webex.com, go to Calling and then click . |
||
| 2 |
Choose a location and click Select under Order New Numbers. Click Next.
|
||
| 3 |
Click Contact Support. |
Your location information is automatically populated on the Case Details Screen.
| 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.
|
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 click. |
||
| 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.
|
||
| 5 |
(Optional) Enter an additional email add |
||
| 6 |
Click Next. |
||
| 7 |
Enter your current carrier account information in the fields provided.
|
||
| 8 |
Click Next. |
||
| 9 |
Upload your previous carrier bill (within the last 30 days). |
||
| 10 |
Click Next. |
||
| 11 |
Upload your Letter of Agency.
|
||
| 12 |
Click Save and Continue. |
||
| 13 |
Your Port Order is submitted. You can check the order status in PSTN Orders. |
||
| 14 |
Click Done.
|
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. See, Migrate Intelepeer Locations for more information.
-
From the customer view in https://admin.webex.com, go to Calling and click PSTN.
Every order submitted has a status value.
-
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
| 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. |
| 1 |
From the customer view in https://admin.webex.com, go to 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, please 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.
Cisco Calling Plan support is provided by various support divisions, depending on your need.
|
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 Plan 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) |
|
|
|
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) |
|
Refer Partner Support Playbook and Cisco Calling Plan 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 Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.
Requirements
-
Your partner must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.
-
Your partner places an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).
Limitations
-
Cisco Calling Plan service is currently available to specified countries and regions.
-
Existing Webex Calling locations can’t transition to Cisco Calling Plan.
-
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 Plan.
-
You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.
-
Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.
Number porting isn’t available with a Webex Calling trial.
-
Cisco Calling Plans isn’t supported with Webex Contact Center or other use in which high-concurrent call or high volume calls are frequently made.
-
Cisco Calling Plan (Cisco PSTN)
-
Cloud Connected PSTN
-
Premise-based PSTN (Local Gateway must be enabled separately. For more information, see Configure Premises-based PSTN in Control Hub.)
| 1 |
From the customer view in https://admin.webex.com, go to and select the location you want to update. |
||
| 2 |
Select the Calling tab and Click Manage next to PTSN Connection. |
||
| 3 |
Select Cisco PSTN 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.
|
||
| 6 |
On the summary screen, do one of the following:
|
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.
| 1 |
From the customer view in https://admin.webex.com, go to Calling and then click . |
||
| 2 |
Choose a location and click Select under Order New Numbers. Click Next.
|
||
| 3 |
Click Contact Support. |
Your location information is automatically populated on the Case Details Screen.
| 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.
|
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 click. |
||
| 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.
|
||
| 5 |
(Optional) Enter an additional email add |
||
| 6 |
Click Next. |
||
| 7 |
Enter your current carrier account information in the fields provided.
|
||
| 8 |
Click Next. |
||
| 9 |
Upload your previous carrier bill (within the last 30 days). |
||
| 10 |
Click Next. |
||
| 11 |
Upload your Letter of Agency.
|
||
| 12 |
Click Save and Continue. |
||
| 13 |
Your Port Order is submitted. You can check the order status in PSTN Orders. |
||
| 14 |
Click Done.
|
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. See, Migrate Intelepeer Locations for more information.
-
From the customer view in https://admin.webex.com, go to Calling and click PSTN.
Every order submitted has a status value.
-
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
| 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. |
| 1 |
From the customer view in https://admin.webex.com, go to 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, please 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.
Cisco Calling Plan support is provided by various support divisions, depending on your need.
|
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 Plan 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) |
|
|
|
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) |
|
Refer Partner Support Playbook and Cisco Calling Plan 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 Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.
Requirements
-
Your partner must be an authorized Webex Calling partner and have accepted the new Webex Calling addendum through enrollment into the Webex Calling PSTN program.
-
Your partner places an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).
Limitations
-
Cisco Calling Plan service is currently available to specified countries and regions.
-
Existing Webex Calling locations can’t transition to Cisco Calling Plan.
-
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 Plan.
-
You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.
-
Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.
Number porting isn’t available with a Webex Calling trial.
-
Cisco Calling Plans isn’t supported with Webex Contact Center or other use in which high-concurrent call or high volume calls are frequently made.
-
Cisco Calling Plan (Cisco PSTN)
-
Cloud Connected PSTN
-
Premise-based PSTN (Local Gateway must be enabled separately. For more information, see Configure Premises-based PSTN in Control Hub.)
| 1 |
From the customer view in https://admin.webex.com, go to and select the location you want to update. |
||
| 2 |
Select the Calling tab and Click Manage next to PTSN Connection. |
||
| 3 |
Select Cisco PSTN 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.
|
||
| 6 |
On the summary screen, do one of the following:
|
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.
| 1 |
From the customer view in https://admin.webex.com, go to Calling and then click . |
||
| 2 |
Choose a location and click Select under Order New Numbers. Click Next.
|
||
| 3 |
Click Contact Support. |
Your location information is automatically populated on the Case Details Screen.
| 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.
|
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.