Overview

As an administrator, you can use the virtual line to configure multiple lines for Webex Calling users. You can configure virtual lines with its associated business calling features, such as voicemail, call forward, call waiting and many more, without requiring additional license. After the lines are configured, they can be assigned to the device and Webex App as non-primary lines. These lines are used to place and receive calls like the primary line.

Some of the common use cases of virtual lines are:

  • Users in support roles who manage high volume of incoming calls across multiple queues and hunt groups.

  • Regional workers who desire phone numbers in multiple local area codes.

  • Administrative staffs who manage calls for executives on shared lines.

  • An executive who needs separate private and public lines.

The prerequisites to configure a virtual line are:

  • You must be either a full administrator or user and device administrator.

  • Virtual line can be assigned only to users with Webex Calling professional license.

Benefits of virtual line

For an administrator:

  • Full flexibility to assign, change, and delete the line easily at any time as it’s not tied to any specific user or device.

  • No additional license, user ID, or email is required for creating a virtual line.

For an end user:

  • Access to multiple lines to organize the busy day much more efficiently.

  • Handle calls from any device at any time when the same line is assigned to multiple devices.

  • Easily access all the assigned lines in one place with the flexibility of choosing the line to place a call.

  • Get a visual indication for all missed calls and voice messages next to the line numbers to track easily.

  • Access all the midcall features, such as, call transfer and call forward for the additional line similar to the primary line.

Create virtual line

There are two ways to create a virtual line:

Manual creation—You can choose this option if you've only few lines to add.

Bulk upload—You can choose this option to bulk upload more than one line and thus saves time.

1

From the administrator view in https://admin.webex.com, go to Services in the left navigation bar and click Calling > Virtual Lines.

2

Click Create if you're creating the virtual line for the first time or click Manage > Add new.

3

Enter the following details:

  • First name and Last name—Used as the line name.

  • Display name—Populated based on the entered first name and last name. You can also change the display name. The display name appears in the contact directory (if Directory Search toggle is enabled) and caller-ID.

  • Location—Choose the location for the line.

  • Phone number—Appears only after choosing the location. Choose the Direct Inward Dial (DID) number from the location that the line is created.

  • Extension—Allows you to add the extension to the line.
4

Toggle on the Cisco Calling Plan to allow users to make outgoing calls. Outbound Calling Plan is required for the virtual line to make outgoing calls on a Cisco Calling PSTN location.

5

Click Add.

The virtual line is created with default call settings under the Virtual Lines tab. You can modify the call settings of the line at any time and continue adding the lines by clicking Manage > Add new.

Edit, delete and view the created line

  • To edit or delete the created line, click the icon to edit the line details or click the icon to delete the line.

  • To delete multiple lines, check the line check boxes and then click Delete.

  • To view the details of the created line, click the line and view the details under Overview. You can also edit and delete the line from this page by clicking the icon to edit or selecting Actions > Delete to delete. You can toggle the Directory Search on to make the line searchable in the directory.

What to do next

You can assign the created line to user devices, configure various call settings, and add the line as a member to the calling features.

1

From the administrator view in https://admin.webex.com, go to Services in the left navigation bar and click Calling > Virtual Lines.

2

Click Bulk Upload if you're creating the virtual line for the first time or click Manage > Upload CSV.

3

Do one of the following ways:

  • To add the new virtual lines in a blank CSV template, click Download .csv template.

  • To edit the existing data and to add new lines, click Virtual Lines from the drop-down list and click Download Data.

4

In the spreadsheet, fill first name, last name, display name, location, phone number and/or extension. And, in the Outgoing column, add TRUE to enable the outgoing calls and add FALSE to disable.

5

Upload the CSV file by dragging and dropping or clicking Choose a file.

6

Click Upload.

You can click View import history/tasks to view the import and export status.

The virtual line is created with default call settings. You can modify the call settings of the line at any time.

What to do next

You can assign the created line to user devices, configure various call settings, and add the line as a member to the calling features.

Assign virtual line to device

Before you begin:

  • The maximum number of virtual lines assigned to a device is limited by the number of line keys on the device.

  • Virtual lines can't be assigned to user's devices as primary lines.

  • Virtual lines from different Webex Calling locations can be assigned to devices and Webex App in different locations. For example, a virtual line from the UK location can be assigned to a device and Webex App that is assigned to a user in the US location.

    For more information on virtual lines across locations, see: Configuration of shared lines and virtual lines across locations.

  • Virtual line can be assigned to a maximum of 36 devices.

  • Compatible devices—Virtual line can be assigned only to the following devices:

    • Cisco Multiplatform Phones (MPP)—All models except 7811, 7832, and 8832

    • Webex App (desktop version only)—Minimum Webex App version required is 42.12.

    • DECT handset—Virtual lines can only be assigned as line 2 on a handset.

    • Webex Wireless Phone 840 and 860

    You can’t assign virtual line to any of the following devices: ATA devices such as Cisco 19x, Cisco VG400 ATA, and AudioCodes MP-12xx.

There are two ways to assign a virtual line to a device:

  • Assign a virtual line from the Calling section.

  • Assign a virtual line from the Devices section.

Perform one of the following ways to assign the virtual line.

1

From the administrator view in https://admin.webex.com, go to Services in the left navigation bar and click Calling > Virtual Lines.

2

Choose the virtual line that you want to assign to a device.
3

Click Devices and then click Assign Device.

4

Click the Select device field and select or search the device that you want to assign the virtual line for.


 

You can search using the user's name to get all the devices including Webex App assigned to that specific user or you can search using the primary line number.

5

Select the device and click Assign.

The next page displays the list of configured lines that are already assigned and the newly added virtual line for the specific device. You can also change the order of lines by simply moving the rows up and down. The line order appears in the user's device as per your changes.

6

Click Save.

The Devices tab now shows the details such as assigned to, location, device name, and device status.

You can continue adding the devices by clicking the Assign Device option.

To delete the assigned device, select the line and then click Devices > Actions > Delete.


Once you've configured, the users can access the virtual line from the footer of Webex App, from Quick Call Widget (Windows only) or separate line keys on MPP.

If you've changed or deleted the assigned virtual line, you must Apply Changes (select device > Actions > Apply Changes) for the phone to pickup the changes. The Webex App users must restart the App for the changes to be applied.

1

From the administrator view in https://admin.webex.com, go to Management in the left navigation bar and click Devices.

2

Choose the device that you want to assign the virtual line to.
3

Under Device Management, click the Configure Lines.

4

Click the row and search the virtual line number.
5

Select the virtual line number and then click Save.

The added number appears in the table under Device Management.

The assigned device also appears under Services > Calling > Virtual Lines > Devices.


Once you've configured, the users can access the virtual line from the footer of Webex App, from Quick Call Widget (Windows only) or separate line keys on MPP.

If you've changed or deleted the assigned virtual line, you must Apply Changes (select device > Actions > Apply Changes) for the phone to pickup the changes. The Webex App users must restart the App for the changes to be applied.

Configure call settings for virtual line

Configuration of call settings for a virtual line is similar to the configuration of settings for a user. You can configure various call settings, such as Caller ID, emergency callback number, voicemail, call forwarding, timezone, and so on.

1

From the administrator view in https://admin.webex.com, go to Services in the left navigation bar and click Calling > Virtual Lines.

2

Choose the virtual line that you want to configure the settings for and click Calling.

The next page shows the list of settings that you can configure.

From here, you can configure the settings for the line in the same way as you configure the settings for a user.

For information on call recording for virtual lines, see Enable call recording for virtual lines.


For users to configure certain call settings for the virtual line, they can use FAC or soft key from the MPP phone for the assigned corresponding line key.

Administrator and end users can't configure the settings for the virtual line in the Webex Settings user portal or Calling User Portal.

Assign virtual line to calling features

Assigning the virtual line to calling features is no different from assigning the user primary line to calling features. You can perform the same process with the only difference of selecting or entering the virtual line number instead of a primary line number.

You can assign a virtual line as a member to the following calling features:

You can also assign the virtual line as a target to the monitoring list of other users.

To access the calling features: From the administrator view in https://admin.webex.com, go to Services in the left navigation bar and click Calling > Features.

Limitations

Here are some known limitations of the virtual line:

  • Virtual line can't be assigned to a workspace device.

  • Virtual line can't be assigned to an Executive and use it for Executive-Assistant functions.

  • Virtual line can't be associated to a workspace device as a hoteling guest.

  • Virtual line can't be configured to monitor other numbers or call park extensions.

  • Call settings of virtual lines can't be managed by a user from the user portal.

  • Call center soft keys show up only if the virtual line is part of the call queue. For more information, see: Announcements for the Webex Calling Devices.