During the transition to allow for coexistence of devices registered on Unified CM and on Webex Calling the enterprise dial plan on Unified CM needs to be changed so that at least the following requirements can be met:

• +E.164 dialing from Unified CM to Webex Calling

• Extension dialing from Unified CM to Webex Calling (intra-site but also inter-site if the extension ranges are unique)

• Abbreviated inter-site dialing from Unified CM to Webex Calling

• Forced on-net dialing from Unified CM to Webex Calling

• Call-back from missed calls directory to destinations on Webex Calling

• PSTN calls from Webex Calling to PSTN if during the transition on-premises PSTN is used for Webex Calling

• PSTN calls from Unified CM to Webex Calling if during the transition PSTN trunking for hybrid Webex Calling deployments is used to provide PSTN access to on-premises Unified CM users through Cloud Connect for Webex Calling

• Forced on-net from Webex Calling to Unified CM

• Extension dialing from Webex Calling to Unified CM (inter-site).

If any of the above are not supported dialing habits prior to the transition, for example no abbreviated inter-site dialing habit exists, then they don't necessarily need to be introduced during the transition.

The Figure Best practices dial plan shows the best practice dial plan approach as described in the Preferred Architecture for Cisco Collaboration 12.x Enterprise On-Premises Deployments, CVD. Key characteristics of this approach include:

• Single partition for +E.164 directory numbers

• Core routing based on +E.164 route patterns

• Normalization of all dialing habits to +E.164 using translation patterns

• Use of translation pattern calling search space inheritance (option Use originator's calling search space set on translation patterns).

For example, PSTN dialing (9+1+10D) from a device in SJC provisioned with line calling search space SJCInternational will first get matched by the 9.1[2-9]XX[2-9]XXXXXX translation pattern which normalizes the called party number to +E.164. The secondary lookup then uses the same calling search space SJCInternational again (calling search space inheritance) and the +E.164-digit string will either get matched by a +E.164 directory number in the DN partition or by one of the PSTN route patterns in the USPSTNNational or SJCPSTNLocal partition. Abbreviated intra-site and inter-site dialing habits are implemented by the translations in the ESN and SJCtoE164 partition. While the ESN partition is a global partition (accessible for phones in all locations) the SJCTOE164 partition is only accessible for users in location SJC. This is assuming overlapping extension ranges.

The first step to enable calling from Unified CM to Webex Calling is to make sure that +E.164 destinations get routed accordingly. This can be achieved by adding a Webex Calling partition to the dial plan, adding +E.164 route patterns for all Webex Calling destinations to that partition, and finally adding the Webex Calling partition to all calling search spaces representing classes of service which need to be able to reach Webex Calling. Creating a dedicated Webex Calling partition is required to enable creation of a differentiated class of service for calls originating from Webex Calling. To avoid call loops the inbound calling search space on the trunk from the Local Gateway should not have access to the Webex Calling partition.

As shown in Figure +E.164 routing to Webex Calling, to enable routing from Unified CM to Webex Calling for a location with +E.164 DID range +1 221 555 2XXX and site code 121, an urgent route pattern matching this +E.164 range needs to be added to the Webex Calling partition.

If no site-specific Local Gateway selection is required, then instead of using a route list with a Webex Calling local route group as the destination for route patterns pointing to Webex Calling a single route group can be provisioned with the Local Gateway as the only member and then the Webex Calling route patterns point to a single Webex Calling route list with this one route group as only entry.

To enable inter-site abbreviated dialing to the Webex Calling site the required route pattern 8121.2XXX is added to the Webex Calling partition. For sites to be transitioned to Webex Calling a dialing normalization pattern 8121.2XXX that normalizes ESN dialing to +E.164 might already exist in the ESN partition. In that case the 8121.2XXX seems to be redundant, but as soon as all DNs of the respective location have been migrated over to Webex Calling the 8121.2XXX dialing normalization translation pattern can be removed and then the 8121.2XXX route pattern enables ESN dialing even for extension only users in that range.

With these dial plan changes calls to the Webex Calling location can be placed not only by dialing abbreviated inter-site and +E.164. Also, international and national PSTN dialing are possible because these dialing habits are first normalized to +E.164 through the already existing dialing normalization translation patterns and then get routed to Webex Calling by matching the +E.164 route pattern in the Webex Calling partition.

The +E.164 route pattern matching on the Webex Calling location's DID range can be provisioned while all DIDs are still hosted on Unified CM. The best match pattern matching algorithm of Unified CM makes sure that when a number hosted on Unified CM is dialed then the +E.164 directory number provisioned on Unified CM is a better match than the wildcarded +E.164 route pattern pointing to Webex Calling so that the calls get extended to a line on Unified CM and not sent to Webex Calling.

Each user in Webex Calling is provisioned with an extension and/or a +E.164 phone number. The extension length is a fixed global setting: all extensions in a Webex Calling deployment have the same length. Extension dialing can be used between Webex Calling users both within a location and between locations. Abbreviated inter-site extension dialing (the latter case) only works if the dialed extension is unique.

If abbreviated inter-site dialing between locations is a requirement but there are overlaps between extensions assigned in different locations, then an enterprise specific numbering plan needs to be created by prefixing the extensions with an access code a site code. For more information, see Preferred Architecture for Cisco Collaboration 15 On-Premises Deployments, Design Overview available at Cisco collaboration preferred architectures.

The extension length, inter-location extension dialing behavior, prefix length for inter-location dialing and the steering digit in the routing prefix for inter-location dialing are configured in the calling service settings in Control Hub:

• Location routing prefix length: Prefix length including the steering digit. Only required if an enterprise numbering plan needs to be established as alternate abbreviated enterprise inter-location dialing habit.

• Steering digit in routing prefix: Steering digit for abbreviated enterprise inter-location dialing habit. Overlaps with first digit of any location and location outbound dial digits should be avoided. Only required if an enterprise numbering plan needs to be established as alternate abbreviated enterprise inter-location dialing habit.

• Internal extension length: Standard length of extensions. Can be any value between two and ten.

  When extension dialing or dialing using enterprise significant numbers (steering code, site code, extension) is required from an on-premises call control to Webex Calling and the on-premises call control sends an extension as the caller id, then make sure to also set the Maximum unknown extension length parameter in the Call Routing between Webex Calling and premises section to make sure that upstream calls from the on-premises call control to Webex Calling can get classified as on-premises calls correctly.

• Allow extension dialing between locations: Toggle to enable/disable extension dialing between locations. This option should only be enabled if all extensions within the organization are unique. If the option is disabled then enterprise significant numbers (steering code, site code, extension) or phone numbers need to be dialed between locations.

The first three parameters are mainly used to build a dial plan for phones to minimize inter-digit timeouts when using off-hook dialing. Deviations from these global settings are still possible (Example - extensions with a different length can be provisioned), but a warning message will pop up in Control Hub and dialing from phones might require en-block dialing to avoid conflicts within the pre-loaded dial plan.

The table Enterprise numbering example shows an example of three locations where the extension ranges of two locations, NYC and RTP, are identical. Establishing an enterprise numbering scheme with inter-site steering digit 8, followed by a three-digit site code, and the four-digit extension creates a non-overlapping abbreviated inter-site dialing habit.

Table 2. Enterprise numbering example

Site	Extension range	Site code	Enterprise range
NYC	2XXX	202	8 202 2XXX
SFO	3XXX	203	8 203 3XXX
RTP	2XXX	204	8 204 2XXX

To allow for a smooth transition the set of dialing habits for users before and after transitioning to Webex Calling ideally should be the same. To prepare for the transition for each location the DID ranges and extension ranges (or abbreviated intra-site dialing habits) need to be documented. Based on this information then the inter-site steering digit needs to be selected.

The table Fixed length Webex Calling extension ranges shows an example of three locations and fixed length extension ranges. Because overlapping dialing habits need to be avoided, it is important to make sure that for any extension range the first digit of the range does not match the steering digit for abbreviated inter-site dialing. If for example 8 is selected as the steering digit for inter-site dialing, then no extension range in any site can start with 8. Typically, the extensions at a given location match the last few digits of the DIDs assigned to that location. To avoid conflicts the first digit of the extension can be changed. If, for example, DIDs in the +1 408 555 8XXX range are used in a location, then instead of using 8XXX as extension range 7XXX can be used for the extensions in that site

Table 3. Fixed length Webex Calling extension ranges

Site	Extension range	Webex Calling Extensions	Site code	Enterprise range
NYC	2XXX	2XXX	202	8 202 2XXX
SFO	8XXX	7XXX	203	8 203 7XXX
RTP	1XX	11XX	204	8 204 11XX

Seven digit dial strings dialed on a Webex Calling device using the US Webex Calling dial plan overlap with a seven-digit pattern for local dialing in the pre-loaded US dial plan. To avoid overlaps between any on-net and off-net (PSTN) dialing habits a mandatory outside access code can be used in that location. If the existing enterprise numbering schema and the corresponding abbreviated inter-site dialing overlaps with patterns in the Webex Calling national dial, then during the transition to Webex Calling the numbering schema to avoid overlaps can also be changed to a longer or shorter form. The easiest way to achieve this is to add an additional padding digit to the numbering schema. The new longer inter-site dialing schema only needs to be adopted by users already migrated to Webex Calling. Users still on Unified CM can continue to dial seven digits. The enterprise dial plan on Unified CM in this case needs to make sure that abbreviated seven-digit dialing from Unified CM to Webex Calling gets transformed to either +E.164 or to the abbreviated dialing format deployed on Webex Calling. This needs to be done before sending the call to the Local Gateway.

The Table Transitioning seven-digit dialing shows an example of this renumbering. In this example abbreviated inter-site dialing on Unified CM uses steering digit 8 followed by a two-digit site code and a four-digit extension. To avoid seven-digit abbreviated inter-site dialing for locations on Webex Calling, the site codes can easily be changed to three digits by prefixing an arbitrary padding digit (8 in the example) to the two-digit site codes used in Unified CM so that inter-site dialing from Webex Calling phones uses steering digit 8 followed by the padding digit 8, the old two-digit site code, and the four-digit extension. Users on Webex Calling don’t need to remember new site codes; they only need to remember to use 88 as prefix for inter-site dialing instead of 8 on Unified CM.

Table 4. Transitioning seven-digit dialing

		Unified CM		Webex Calling
Site	Extensions	Site Code	Enterprise range	Site ode	Enterprise ange
NYC	2XXX	22	8 22 2XXX	822	8 822 2XXX
SFO	8XXX	23	8 23 7XXX	823	8 823 7XXX
RTP	1XXX	24	8 24 11XX	824	8 824 11XX

In a scenario with different enterprise number formats on Unified CM and Webex Calling if enterprise numbers are presented as calling party information for calls from Unified CM to Webex Calling (for example - Calls from devices without a DID), it is important to also implement a mapping between the different number formats for calling party information to ensure callback works. This mapping can be achieved by using calling party transformation pattern on the trunk between Unified CM and the Local Gateway.

Selecting the appropriate call recording provider is fundamental to meeting business objectives and ensuring feature alignment across the organization:

• Global provider selection: Organizations typically designate a primary call recording provider at the global level, ensuring consistency in feature set, compliance, and support across all locations

• Location-based overrides: In scenarios where specific sites or regions have unique business needs or regulatory requirements, it may be necessary to override the global provider selection and specify alternative providers for those locations. This flexibility supports varying compliance mandates and local operational needs

• Business requirements: The choice of provider should be driven by an assessment of business drivers such as regulatory compliance (Example - MiFID II, HIPAA), quality assurance, dispute resolution, or training needs

• Feature availability: Providers should be evaluated based on their ability to deliver required features, such as real-time monitoring, search and playback capabilities, encryption, retention policies, integration with analytics platforms, and support for different call types (inbound, outbound, internal).

Determining the region where call recordings are stored and processed is critical for compliance and performance:

• Global region selection: By default, organizations may choose a single region for storing call recordings to simplify management and governance

• Location-based region overrides: Where data residency laws or corporate policies require, it may be necessary to override the global region setting for specific locations, ensuring that call recordings are stored and processed within the required geographic boundaries

• Data residency requirements: The design must account for international and local data protection regulations (such as GDPR, CCPA, or country-specific mandates) which may dictate where and how call recordings are retained.

Another critical aspect to be addressed during the planning and design of a call recording solution for Webex Calling is the estimation of storage requirements. Accurately forecasting storage needs is essential to ensure that sufficient capacity is available to support ongoing business operations, maintain compliance, and avoid service disruptions.

Several key parameters should be considered when determining the expected storage demand:

• Volume of recorded calls: Assess the anticipated number of calls that will be recorded within a given time interval (e.g., per day, week, or month). This includes not only external calls but also internal communications, if required by business policy or regulatory mandates

• Average call duration: Calculate the typical length of recorded calls, as longer calls will consume more storage space. Variations in call duration across different departments or user groups should also be factored into the estimate

• Retention period: Define the length of time that recordings must be retained, which is often dictated by organizational policies or external regulations (such as industry-specific compliance standards). Longer retention periods will increase overall storage requirements

• Growth projections: Consider anticipated growth in call volumes or expansion of recording scope, which may result from business scaling, new regulatory requirements, or the onboarding of additional users or locations.

By thoroughly analyzing these parameters, organizations can develop a robust storage strategy that ensures scalability, cost-effectiveness, and regulatory compliance for their Webex Calling call recording solution. It is also advisable to regularly review and adjust storage allocations as usage patterns evolve over time.

Administrators manually assign Webex Calling licenses to individual users through the Control Hub interface.

Admins can edit service licenses for individual users and assign calling licenses directly.

Use license assignment templates in Control Hub to automatically assign licenses to users based on group or organizational settings.

Automatic licensing can be done thorugh directory synchronization or manual user updates, but users must have a valid +E.164 formatted phone number and the phone numbers must exist in a Webex Calling location prior to user provisioning. If conditions are not met (e.g. invalid phone number format), Webex Calling licenses will not be assigned.

Upload a CSV file with user details and license assignments to add or modify multiple users at once.

CSV import supports adding up to 20,000 users and assigning licenses, but Webex Calling licenses require specific fields like phone number and extension.

Use Webex APIs to programmatically assign licenses and manage users.

Webex supports API operations for user and license management (People, SCIM 2.0 and Licenses APIs), which can be leveraged for license assignment automation. The Licenses API allows simultaneous assignment of licenses, phone numbers and extensions.

Table 5. User provisioning options - summary

Assignment Method	Pros	Cons
Manual through Control Hub	Simple for few users. Allows precise and granular control over license assignment.	Not scalable, time-consuming Prone to human error during manual entry.
Automatic license templates	Scalable Reduces manual errors Can be applied to new and existing users.	Requires valid phone numbers and locations. More complex to set up Also requires user groups per group of users with equivalent licensing requirements.
Bulk CSV Upload	Efficient for large user sets Allows simultaneous assignment of licenses, phone numbers and extensions.	Requires careful CSV formatting Potential for errors if phone numbers or extensions are missing or incorrect.
API-based assignment	Automatable, flexible. Allows simultaneous assignment of licenses, phone numbers and extensions.	Requires development and API knowledge.

The table User provisioning options - summary summarizes user provisioning options and their pros and cons. This overview helps to choose the best license assignment method based on customer organization size, automation capabilities, and user provisioning processes and requirements.

Wherever possible Cisco recommends assigning calling licenses using license templates. This requires that for each group of users that requires a unique set of licenses (Example - Webex Calling Standard vs. Professional) a group with the respective group memberships exists. As discussed in the User Groups sections, user groups can be defined manually in Control Hub or synchronized from a corporate directory. A combination of both approaches is possible.

Users belonging to multiple groups gain licenses from all assignments applied to all their groups. This allows to use Webex Calling license specific security groups in the enterprise directory to manage Webex license assignment where the resulting user license assignment is controlled by the union of group memberships.

For more information, see Set up automatic license assignments in Control Hub and Set up automatic license assignment templates for Webex Calling users.

This section only covers Webex Calling related licenses. Other license types (Example - Webex device registration, messaging, meetings) are not covered. As part of the design process the license requirements need to be determined. License counts for the following license types need to be calculated:

• Webex Calling Standard: number of individual users requiring standard telephony features.

• Webex Calling Professional: number of users and workspaces requiring advanced telephony features. Virtual lines and group voicemail are entitled to a 1:1 ratio for each professional license. Hence, in rare cases where the number of required virtual lines or group voicemails exceeds the number of users and workspaces requiring advanced telephony features, additional professional licenses need to be accounted for.

• Webex Calling Workspace for Common Area: number of shared use or common area locations requiring standard calling capabilities.

• Webex Calling Customer Assist: number of agents and supervisors requiring Webex Calling Customer Assist features. The Webex Calling customer assist includes the Webex Calling Professional license.

• Route List Calls: number of required Cloud Connected PSTN calls between on-premises Unified CM users and/or on-premises specialized 3rd party applications.

• Attendant Console: number of Webex Calling users who require access to the attendant console client.

• Cisco Calling Plan (Outbound Calling Plan): number of users who require a PSTN number and/or outbound PSTN calling access for the Cisco PSTN service.

There is no dedicated license type for professional Workspaces. Professional workspaces consume a Webex Calling Professional license.

Hot-desk only workspaces offer the hot-desking host service and emergency calling from the hot-desking host and don't require any license. For more information, see Add and manage hot desk only devices.

To determine the required license type for each user and workspace based on features needed, see Features available by license type for Webex Calling.

To differentiate between functionality offered by Webex Calling call queues combined with the Webex Calling professional license in contrast to Webex Calling customer assist, see Webex Calling call queue and customer assist feature comparison.

User group management in Webex allows administrators to organize users into groups for efficient bulk management of licenses, settings, and resources. Groups help streamline administration by applying policies, licenses, and settings templates to multiple users simultaneously, rather than managing users individually.

User group management offers several benefits including:

• Simplified administration: Manage licenses, settings, and policies for multiple users at once.

• Consistency: Apply uniform settings and licenses across users in the same group.

• Scalability: Supports up to 250,000 members per group.

• Integration: Synchronize groups from Microsoft Entra ID (Azure AD) or Active Directory for automated user and group management.

• Flexibility: Create local groups or synchronize security groups; manage group membership manually or through CSV files.

• Resource allocation: Control access to embedded apps and services based on group membership.

The main use cases for user groups when provisioning Webex Calling are:

• License assignments: Assign licenses to groups to automatically provision services like Calling, Meetings, Messaging, or Hybrid services to group members.

• Settings templates: Apply collections of service settings (e.g., messaging, meeting, calling) to groups for consistent user experience.

• Bulk user management: Add or remove users in bulk through CSV files or directory synchronization.

• Automation and integration: Use APIs or directory sync for automated user and group lifecycle management.

The following table summarizes the different options to manage user groups and group management in Webex.

Table 7. Options to manage groups and group memberships

Option	Description	Pros	Cons
Control Hub group provisioning (Webex groups)	Create and manage groups directly in Control Hub. Add/remove members manually or through CSV.	Full control over group membership Immediate application of licenses and templates Easy to create and edit groups	Manual updates required Risk of errors in manual CSV uploads No automatic sync with external directories
Synchronized groups from Entra ID (Azure AD) or Active Directory	Automatically sync security groups and memberships from external directory services.	Automated synchronization reduces manual work Ensures consistency with corporate directory Supports large organizations	Cannot edit group membership in Control Hub Sync delay up to 12 hours Nested groups require manual selection
Groups and SCIM 2.0 API (Webex Groups)	Use Webex Groups or SCIM 2.0 API for programmatic group and membership management	Automation and integration with other systems Scalable for large or complex environments	Requires development effort Complexity depends on API usage

While synchronized groups ensures consistency and offers a single point of administration, a hybrid approach combining synchronized groups and Webex groups (either managed in control hub or through APIs) is possible. So, for example groups for license assignment could be synchronized groups and a separate set of Webex groups can be used for assigning user and Webex App calling templates.

This comprehensive approach to user group management in Webex enables organizations to efficiently manage user licenses, settings, and policies, ensuring consistent and scalable collaboration experiences.

The primary data source for users on Unified CM is the Unified CM database, which contains end-user information. However, Unified CM is not typically the authoritative source for user identity management and more importantly will be shut down at the end of the transition and is therefore ruled out as long-term authoritative source for identity information.

Cisco recommends using a centralized cloud directory such as Microsoft Entra ID (Azure AD) as the single source of truth for user identities. Synchronizing users from Entra ID to Control Hub ensures consistency, simplifies management, and supports single sign-on (SSO) capabilities.

To ensure all users on Unified CM are also present in Entra ID, organizations should verify that the user accounts in Unified CM correspond to accounts in Entra ID. This can be done by exporting user lists from Unified CM and comparing them with Entra ID user lists.

In summary, the recommended provisioning method is to synchronize users from Microsoft Entra ID (Azure AD) to Webex Control Hub using the Azure AD Wizard or SCIM apps. Manual and CSV bulk provisioning are available as supplementary methods but are less scalable and more error-prone for large organizations. Ensuring that Entra ID is the authoritative source and that all Unified CM users exist in Entra ID is critical for a successful migration and consistent user experience across Webex Calling and Unified CM environments.

Transitioning from an on-premises directory service, like Active Directory, to a cloud directory service, like Entra ID (Azure ID), is independent from the calling transition. Cisco recommends finishing the transition to a cloud directory service before starting the calling transition.

After transitioning the enterprise directory from on-premises to the cloud collect the required user groups driven by licensing and feature template requirements. For each group document:

• Group Name: unique name of the group.

• Licenses: licenses to be assigned to this group (if any) and scope (should licenses be assigned to existing users or only to new users)

• Settings templates: Webex App and User calling templates.

• Directory sync: Will this group be synced from the enterprise directory or is this a local Webex group provisioned in Control Hub or through an API.

• Description: how will this group be used and which users should be members of this group

These details will be used later during the implementation phase to create local groups or groups in the enterprise directory and manage group membership of users.

Webex allows organizations to configure SSO with multiple IdPs to accommodate complex IT environments such as mergers, acquisitions, or decentralized IT departments where different groups use different IdPs. Multiple IdP support can either be implemented using the Multiple IdP feature in Webex or through the integration of an enterprise IAM system like Cisco Duo.

Webex's multiple Identity Provider (IdP) support addresses several key use cases where organizations require flexible and secure authentication across diverse IT environments:

Duo Access Gateway (DAG) can authenticate users using existing on-premises or cloud-based directories such as Active Directory (AD) and OpenLDAP. It also supports integration with other identity providers like Microsoft ADFS, Microsoft Azure, Okta, OneLogin, CAS, and Shibboleth. This flexibility allows organizations to use their current directory infrastructure for Webex SSO with Duo MFA.

Duo acts as a strong authentication layer on top of the primary directory authentication. It functions as an identity provider (IdP) using SAML 2.0 to enforce two-factor authentication (2FA) before granting access to Webex. Duo evaluates user, device, and network context against configurable policies to allow or deny access, enhancing security beyond just username and password. Duo also provides flexible policy controls, such as requiring MFA at every login for some apps and less frequently for others.

Benefits of Cisco Duo include:

• Enhanced Security: Adds phishing-resistant MFA to protect Webex access, reducing risk from compromised passwords.

• Flexible Policies: Allows granular control over authentication requirements per application or user group.

• Integration with Existing Directories: Supports on-premises AD, OpenLDAP, cloud directories, and various SSO providers, minimizing infrastructure changes.

• User Convenience: Supports Single Sign-On (SSO) to reduce password fatigue by enabling users to log in once and access multiple resources securely.

• Trusted Endpoints: Supports device trust for Webex clients on Windows and macOS, improving security posture.

• Self-Service Enrollment: Inline enrollment and duo prompt improve user experience during MFA setup.

Duo MFA with SSO for Webex leverages existing directories like Active Directory and OpenLDAP, or cloud identity providers, to authenticate users. Duo's role is to provide a strong, policy-driven second factor of authentication integrated through SAML 2.0, enhancing security while maintaining user convenience through SSO. The benefits include improved security posture, flexible policy enforcement, seamless integration, and a better user experience.

Cisco recommends implementing SSO for Webex users. For enhanced security integration with Cisco Duo is recommended.

The Enterprise IAM and SSO strategy should be deployed before starting the transition from Unified CM to Webex Calling.

The Webex Calling Auto Attendant allows for 24/7 automation of incoming call handling, which allows for efficient call handling without the need for a person to answer every call.

The auto attendant answers incoming calls and provides the caller with a menu of options on where they want to route their call. This could be to a person, a voicemail box or a calling service (e.g. Call Queue). The caller uses their phone's dial pad to enter the number from the auto attendant menu.

The Auto Attendant supports the following key features:

• Business and after-hour schedules

• Holiday schedule

• Dialing menu option to direct your customers to where they need to go

• Customize greetings

• Dial by name option

• Call forwarding options

• Control Hub analytics and reports.

For more information, see Manage auto attendants.

Call park gives users the ability to easily to put a call on-hold for another user to easily retrieve when they are available to take it. It also frees up the user who answered the original call to make or receive other calls while the call is parked.

There are two types of call parks available in Webex Calling:

1. Call park direct - allows for any user to park a call to another user's extension or to a call park extension, as defined by the Administrator

2. Call park group - allows for a defined group of users to automatically park calls against available park destinations defined for the group. These destinations can be the group members' extensions or call park extensions.

Based on the configuration and park type, users can retrieve calls by dialing *88+><extension of parked call>, pressing the line key associated with the call park extension or using a softkey on their IP Phone.

A recall option is available to recall a parked call after a specified period to the user who parked the call or to an alternate user.

For more information, see Manage call park in Control Hub.

Call pickup allows for an administrator to define a group of users (members) who can answer a call to another member's phone. This gives a user the ability to answer calls when their teammates are busy and unable to answer an incoming call.

The users in a group must be in the same Webex Calling location.

Users can use either the Webex App or their desk phone to pickup a call.

• Webex App:

  • Supports visual and audio notifications

  • Incoming call notification

  • FAC-based (dial *98) or notification toast call pickup

  • Call pickup notifications for multiline.

• Desk Phones:

  • Incoming call notification

  • Audio chimes and visual notification through the handset LED. The 6821 only supports audio chimes

    • When notification type selected in the Control Hub is not none

  • Call pickup notifications only for primary lines only.

For more information, see Configure call pickup group.

Webex Calling includes voice-only call queues as part of its core features and any user with a Webex Calling Professional license can be part of a call queue, agent or supervisor. This feature allows users to efficiently engage with customers. Call queues support a subset of some of the call center core capabilities like voice queues, call back, skill or priority routing, agent queue management, analytics, reporting, etc.

Cisco's call for Microsoft Teams integration allows agents to access call queue calls and features directly from their Microsoft Teams client.

Call Queues support the following key features:

• Greetings and messages (welcome, comfort, whisper, etc)

• Hold music

• Callback

• Queue Routing Policies (night service, holidays, forwarding)

• Agent queue login/logout

• Agent queue status management

• Webex App or Desk Phone support

• Supervisor agent call monitor, coach, barge or take over through Feature Access Codes (FACs)

• Control Hub (administrator access) for:

  • queue management

  • Agent and queue analytics and reporting

  • Queue, agent and supervisor management.

For more information, see Configure call queue.

Webex Calling has a Customer Assist add-on feature that provides additional call queue capabilities and gives agents and supervisors a better user experience within the Webex App. For a comparison of the Webex Calling Call Queue and Customer Assist features, see Webex Calling call queue and customer assist feature comparison.

Webex Calling Hunt Groups allow for the routing of incoming calls to specific group of users through a predetermined call routing pattern. This ensures calls are answered by the right group of users or send to a voicemail for follow up.

One big difference between Hunt Groups and Call Queues is that calls are not queued in a Hunt Groups, so if no users in the Hunt Group are available to answer the call it will be disconnected, sent to voicemail or forwarded to another number (user or service).

For more information, see Manage hunt groups in Control Hub.

The Operating Modes feature allows businesses to efficiently route calls to various destinations (users, voicemail, calling services like a call queue). The where and when a call is routed is based on a time-of-day and day-of-week schedule and any user can be authorized to manage these modes (schedules) to control changes to the call routing.

As an example, calls to a Call Queue can be routed to another Call Queue with agents in a different time zone to answer calls after hours, during business hours be routed to the local agents, and during holidays be routed to voicemail for follow up after agents return to the office.

An authorized user can switch between these different call forwarding scenarios (modes) if they need to change where incoming calls are routed for certain period. These users can manage the modes through their 6800/7800/8800 MPP phones, 9800 phones or in the Webex User Hub at Manage modes.

For more information, see Call routing based on operating modes in Webex Calling.

Paging Groups allow users to place a one-way call to send an audio message to a group of users. Each group can contain up to 75 target users and/or workspaces that are reached by dialing a predefined number or extension.

When a user calls a Paging Group a simultaneous call is made to all the assigned targets in the group at which point the caller can speak their messages and hang up once they are finished.

For more information, see Configure a paging group in Control Hub.

Webex Calling supports recording of calls made or received by a user. This may be required for quality, assurance, security or training needs. By default, calls are recorded in Webex, but other third-party recording providers can also be used if other recording features or compliance and regulatory requirements are required.

When using Webex as the recording platform all recorded calls are managed within Control Hub. Full administrators with the Compliance officer role can play and download the recordings. Without the Compliance officer role, the Administrator can only delete the recordings.

For more information about this feature and a list of third-party recording, see Manage call recording for Webex Calling.

Single number reach allows calls to a user's phone number to ring multiple devices. This can include other desk phones as well as mobile phones. Calls can also be placed from these devices and users can push and pull calls between them.

For more information about this feature and how an administrator configures it in Control Hub, see Configure single number reach (office anywhere).

For more information on how a user can manage and configure this feature for themselves in the Webex User Hub (portal), see Configure single number reach (office anywhere).

Voicemail Groups allow for a shared voicemail box which can be assigned to a user or call routing feature. Some of the reasons a voicemail group may be required are:

• General purpose voicemail for a department or workgroup

• Add voicemail option to an auto attendant or hunt group

• To send overflow calls from a call queue

• Users who only need a voicemail box.

For more information, see Manage a shared voicemail and inbound fax box for Webex Calling.

For information about all features, including some add-on features, see Features available by license type for Webex Calling.